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REJECT ALL BIDS RECEIVED FOR AI/CHATBOT CUSTOMER SERVICE AND COMMUNITY ENGAGEMENT ENHANCEMENTS (PUR-22-006)
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RECOMMENDATION
It is recommended that the City Council approve a motion to reject all bids received on March 31, 2022, for the AI/ChatBot Customer Service and Community Engagement Enhancements (PUR-22-006) in accordance with Stockton Municipal Code 3.68.160(B).
It is also recommended that the City Manager be authorized to take appropriate and necessary actions to carry out the purpose and intent of this motion.
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Summary
The main source of information for and about the City of Stockton is its website. The City of Stockton has had a website since 1999. The core website was redesigned by city staff in 2011 using HTML and is hosted on a secure server with an SSL certificate in the City’s Information Technology Department. The Home page and Stockton Police Department webpages were redesigned in 2016 on an ASP.NET platform; these pages are currently redirected and hosted remotely on a vendor’s server. These combined platforms are comprised of approximately 800 webpages.
The current site does not fully satisfy accessibility goals/requirements and fails to take advantage of the latest technological advances that are important to community members, businesses, and visitors - our customers. Additionally, the core site and hosted pages are not integrated and do not display properly on some browsers and mobile devices.
DISCUSSION
Background
In 2007, the City of Stockton added a Customer Response Management System (CRMS), referred to as Ask Stockton. This system allows customers to seek answers to questions by topic areas and submit service requests for a variety of City-provided programs and services. A mobile app for Ask Stockton was launched in 2020.
The City is currently considering a complete redesign of its entire website and is seeking enhancements through AI/Chatbot service that will improve customer service through convenience, while providing data for the City’s website redesign that will tell us what information customers are seeking. This information will help us improve our website content on the current platform and maintain quality content and Search Engine Optimization (SEO) on any future website platform.
Present Situation
The City Manager’s Office advertised an Invitation for Sealed Bids on March 10, 2022. On March 31, 2022, eight (8) bids were received by the City Clerk.
Staff has reviewed the submissions and determined that this project was advertised using an inappropriate procurement method which is not conducive to the scope of work specifications required for a technology project. Evaluation of only the cost of the services did not allow the City the flexibility to consider other qualifications important to such technology projects, such as the transition and integration process and the professional qualifications necessary for internal training.
Staff will evaluate other procurement methodologies including RFPs and sole source assessments to determine the best selection process.
FINANCIAL SUMMARY
There is no impact to the General Fund, or any other unrestricted funds, from this action.