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TO: Mayor John Laesch
FROM: Tony Martinez, Chief Communications & Marketing Officer
Rikki Benjamin, Customer Relations Manager
DATE: March 23, 2026
SUBJECT:
PURPOSE:
A resolution authorizing the Director of Purchasing to execute a contract with Interiors for Business in the amount of $175,000 for furnishings at the 311 Call Center.
BACKGROUND:
Investing in new furniture will enhance the efficiency and effectiveness of the 311 Call Center’s operations.
DISCUSSION:
The 311 Call Center is requesting approval to purchase new furniture and sound-masking solutions to address significant changes in staffing levels, call volume, and overall workspace functionality. Until January 1, 2024, the call center operated with four employees per shift. Today, nine full-time employees work concurrently in the same space, more than doubling the number of staff operating within the current layout.
At the same time, annual call volume has increased by more than 40,000 calls. While staff continue to work diligently to meet the needs of residents, the increased staffing and call activity have created a consistently noisy environment that makes effective communication with callers more difficult. The existing office layout and furniture were not designed to accommodate the current staffing levels and provide no sound barriers between workstations, resulting in frequent distractions and reduced efficiency.
The proposed furniture will include higher workstation panels designed to serve as sound buffers between call takers, creating a more functional and productive workspace. The replacement of the current furniture will also eliminate the need for ongoing repairs, as the existing furnishings are aging and no longer operating as intended.
In addition to the new furniture, sound masking is requested as a practical and cost-effective solution to reduce ambient noise and improve overall call clarity, focus, and productivity. These improvements will help ensure staff can communicate effectively with residents while maintaining an efficient work environment that supports the growing service demands placed on the 311 system.
It should also be noted that the requested furniture was previously approved as part of Decision Package 25-0236 for the planned 311 Call Center remodel. However, that project was later canceled as part of proactive budget reductions. This request, therefore, represents a scaled and targeted effort to address the most critical operational needs of the call center despite the cancellation of the larger renovation project.
Interiors for Business has successfully provided similar services on a number of projects in recent years. Further, they have successfully obtained various cooperative purchasing contracts, which satisfies the requirements of the applicable procurement sections of the city code, therefore a bid process was not required. Those cooperative contracts are as follows: Sourcewell contracts 091423-STI and 091423-OFS; Omnia contracts 07-73, R240104, 07-92, 07-128 and R240107 and TIPS contract 210305. The resolution amount of $175,000 includes the proposal from Interiors for Business in the amount of $163,618.03 which is attached as Exhibit A and a contingency amount of approximately 5%. Funds are budgeted for this expenditure in account 340-1606-419.61-41.
IMPACT STATEMENT:
Failure to purchase the furniture will have a negative impact on the workplace environment at the 311 Call Center.
RECOMMENDATIONS:
I request that the proposed resolution be adopted.
CITY OF AURORA, ILLINOIS
RESOLUTION NO. _________
DATE OF PASSAGE ________________
title
A Resolution authorizing the Director of Purchasing to execute a contract with Interiors for Business in the amount of $175,000 for the 311 Call Center.
body
WHEREAS, the City of Aurora has a population of more than 25,000 persons and is, therefore, a home rule unit under subsection (a) of Section 6 of Article VII of the Illinois Constitution of 1970; and
WHEREAS, subject to said Section, a home rule unit may exercise any power and perform any function pertaining to its government and affairs for the protection of the public health, safety, morals, and welfare; and
WHEREAS, The 311 Call Center is requesting approval to purchase new furniture and sound-masking solutions to address significant changes in staffing levels, call volume, and overall workspace functionality; and
WHEREAS, While staff continue to work diligently to meet the needs of residents, the increased staffing and call activity have created a consistently noisy environment that makes effective communication with callers more difficult; and
WHEREAS, The proposed furniture will include higher workstation panels designed to serve as sound buffers between call takers, creating a more functional and productive workspace; and
WHEREAS, In addition to the new furniture, sound masking is requested as a practical and cost-effective solution to reduce ambient noise and improve overall call clarity, focus, and productivity; and
WHEREAS, It should also be noted that the requested furniture was previously approved as part of Decision Package 25-0236 for the planned 311 Call Center remodel. However, that project was later canceled as part of proactive budget reductions; and
WHEREAS, Interiors for Business has various cooperative purchasing contracts, which satisfy the city's code in relation to procurement; and
WHEREAS, Interiors for Business has various cooperative purchasing contracts, which satisfy the city's code in relation to procurement; and
WHEREAS, The resolution amount of $175,000 includes the proposal from Interiors for Business for all known items in the amount of $163,618.03 and a contingency amount of approximately 5%; and
WHEREAS, this expense has been budgeted for in relation to the approved 2026 decision package and funds are available in account 340-1606-419.61-41; and
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Aurora, Illinois, as follows: the Director of Purchasing to execute a contract with Interiors for Business in the amount of $175,000 for furnishings at the 311 Call Center.