Title
Consider and take action on a resolution authorizing a three-year agreement with CORE for Interactive Voice Response (IVR) inbound payment services for Utility Billing, in an amount not to exceed $73,000 (Director of Finance)
Background:
Approval of this item will authorize the City to execute a three-year agreement (July 2026 to July 2029) with CORE for Interactive Voice Response (IVR) inbound payment services for Utility Billing in an amount not to exceed $73,000.
The IVR system will provide customers with a secure, multilingual, 24-hour automated payment option by telephone using credit card or electronic check (eCheck). The solution will integrate with the City's Tyler Technologies Utility Billing system, allowing payments to be processed securely and applied directly to customer accounts.
Implementing IVR services will expand self-service payment options, reduce the need for staff to manually process credit card payments over the phone, enhance PCI compliance, and reduce the City's exposure to payment card fraud. The system supports the City's commitment to improving customer service while increasing operational efficiency.
CONTRACT ORIGINATION: Agreement has been reviewed by the City Attorney’s Office.
Attachments:
1. Proposed Resolution
2. Exhibit A- Agreement with CORE
FUNDING
{X} Funds are available from Utility Billing Account #10207100-53050 & 10207100-53280; FY 2026 $3,415; FY 2027 $23,195; FY 2028 $23,195; FY 2029 $23,195
STRATEGIC PLANNING
{X} Addresses Strategic Planning Critical Success Factor # 6 Engaged Residents