HomeMy WebLinkAboutReso 2012-095 - Vertex Business Services
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RESOLUTION NO. 2012-095
A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF REDDING
APPROVING A CONTRACT WITH VERTEX BUSINESS SERVICES FOR THE
OUTSOURCING OF CALL CENTER SERVICES AND MAKING FINDINGS
THAT CALL CENTER SERVICES ARE SPECIAL SERVICES PURSUANT TO
GOVERNMENT CODE SECTIONS 37103 AND 53060
WHEREAS, the City of Redding (City) owns and operates five separate
municipal utilities; and
WHEREAS, the City, as a part of operating its utility services, provides customer
support services including account establishment, meter setting, billing, and customer call
center operations; and
WHEREAS, the City has determined it needs to upgrade its current utility
customer information system and has selected Vertex Business Services (Vertex) to
provide the updated system; and
WHEREAS, Vertex has offered to also provide call center services to the City; as
an ancillary service; and
WHEREAS, the City has determined that the outsourcing of call center services
will maintain a superior and more consistent level of service to Redding utility customers
due to the efficiencies of scale and the ability of Vertex to flexibly add and delete
resources, including customer service representatives, to meet call demands coming from
Redding utility customers; and
WHEREAS, the memorandum of understanding between the City and the
Service Employees International Union provides the City with the right to contract out
work to be done or services to be rendered provided, however, that the impact and effect
of any such decision may be subject to the meet and confer process; and
WHEREAS, Government Code Section 37103 provides that the City "May
contract with any specially trained and experienced person, firm, or corporation for
special services and advice in financial, economic, accounting, engineering, legal, or
administrative matters;" and
WHEREAS, Government Code Section 53060 provides that "The legislative
body of any public or municipal corporation or district may contract with and employ any
persons for the furnishing to the corporation or district special services and advice in
financial, economic, accounting, engineering, legal, or administrative matters, if such
persons are specially trained and experienced and competent to perform the special
services required;" and
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WHEREAS, the United States Department of Labor recognizes "Telephone Call
Centers" as a type of specialized business and tracks labor statistics for that industry; and
WHEREAS, the United States Congress has recognized telephone call centers as a
specialized business and a bill is currently pending in Congress (H.R. 3596) "United
States Call Center Worker and Consumer Protection Act" intended to address the
growing trend of outsourcing call center specialized services to businesses in foreign
countries.
NOW, THEREFORE, BE IT IS RESOLVED, by the City Council of the City of
Redding, that for the reasons set forth in the above recitals, the City Council finds that
call center services are a specialized service that may be outsourced.
BE IT FURTHER RESOLVED, by the City Council of the City of Redding that the
contract between the City and Vertex (on file in the Office of the City Clerk) is hereby
approved.
I HEREBY CERTIFY that the foregoing Resolution was introduced, read, and
adopted at a regular meeting of the City Council on the 4th day of December, 2012, by the
following vote:
AYES:
NOES:
ABSENT:
ABSTAIN:
COUNCIL MEMBERS:
COUNCIL MEMBERS:
COUNCIL MEMBERS:
COUNCIL MEMBERS:
McArthur, Sullivan, and Bosetti
Cadd and Jones
None
None
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Rick Bosetti, Mayor
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Attest:" t
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Form Approved:
Pl~MELA MI.z~X Oi
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RICHARD A. DUVERNAY Ity Attorney