Subject: Authorize the Purchase and Installation of the Oaisys Call Recording Solution

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1 AGENDA ITEM NO: 3.G.1 MEETING DATE: 08/15/2011 ADMINISTRATIVE REPORT NO.: To: Honorable Public Utilities Board Submitted by: /s/ Robert Orbeta AGM - Administration From: Luis Escalante Utility System Analyst Approved by: /s/ Girish Balachandran General Manager Subject: Authorize the Purchase and Installation of the Oaisys Call Recording Solution RECOMMENDATION By motion, authorize the purchase and installation of the Oaisys Call Recording Solution from Maverick Networks, at a cost not to exceed $33,000. BACKGROUND In response to AMP s continual efforts to provide the highest possible levels of customer service through improved technology, staff proposes the deployment of an enhancement of our existing Mitel telephone system that will allow recording of designated telephone lines. The proposed technology will allow recording and replay of communications involving State agencies, the Northern California Power Agency, Pacific Gas & Electric Company, AMP staff in the field, and customers at times of outages or service requests, as well as other business-critical communications. Bids for a recording system solution were solicited from vendors certified by Mitel as Exclusive Business Silver Partners. Staff received and evaluated the bids from two different contractors, Maverick Networks and E-Z Tel Incorporated. Maverick Networks submitted the lower responsible, responsive bid. Board approval is required for staff to proceed with this project, as AMP s purchasing policy and procedures requires approval of expenditures that exceed $25,000 for materials. DISCUSSION The addition of the Oaisys call-recording module affords significant benefits. AMP will tap onto the two incoming telephone trunk lines and have the ability to record all calls into or out of the existing telephone system. Additionally, AMP System Dispatch will be integrated to the system to record all two-way radio communication. NERC reliability regulations require AMP to document and analyze disturbances and misoperations on its transmission system. Recording all incoming and outgoing Dispatch communications will result in more reliable and accurate logging as system events occur. Recorded communications will reduce the potential for

2 AGENDA ITEM NO: 3.G.2 MEETING DATE: 08/15/2011 ADMINISTRATIVE REPORT NO.: misreporting and subjective inaccuracies during distribution system events that could have legal or customer service consequences. New Equipment Advantages The Oaisys enhancement brings with it lower maintenance costs, as well as greatly increased flexibility. As it is software-driven, changes in its configuration are easily accommodated. The proposal includes unlimited user licenses and 2 years of support. The addition of the recording module offers potential customer response improvements. System Dispatch and Customer Resources handle routine service and informational calls, as well as emergency communications that may have serious public safety implications, such as downed power lines and outages. Oaisys will enable AMP to provide a faster and more effective response. AMP will be able to run, store, organize, and annotate reports for the purposes of improving business practices and increasing productivity. The Maverick Network recording solution includes 100,000 hours of storage, a DVD burner for archiving, and adequate resources to support up to 96 recording ports. AMP recognizes that the ability to record telephone lines carries with it the responsibility to respect the rights of those being recorded. To address this, AMP will recommend policies to address both privacy and security. It will document telephone lines to be recorded and the reasons for those recordings. It is anticipated that, initially, System Dispatch communications will be recorded to increase customer service response and to ensure record accuracy. The policy will outline potential future needs for recorded telephone lines. BUDGET CONSIDERATION/FINANCIAL IMPACT Funds to upgrade the existing telephone system are included in the Fiscal Year 2012 budget. LINK TO STRATEGIC PLAN AND METRICS Strategy No. 3: Attract and retain an effective workforce that is appropriately aligned, well trained, equipped with the right tools and technology, and properly recognized.. Strategy No. 4: Utilize policies and procedures that allow for superior customer satisfaction and workforce effectiveness. EXHIBIT A Contract

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