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TO: Mayor Thomas J. Weisner
FROM: Charles Koch, Assistant Director of Finance
DATE: June 4, 2015
SUBJECT:
Resolution to purchase a VoiceUtility IVR payment system for Parking Tickets and Accounts Receivables from Selectron Technologies, Inc., Portland, Oregon in the amount totaling $34,450.00.
PURPOSE:
The purchase of this payment system will allow customers to call in and pay their bills through a voice prompt system and not have to wait for a customer service representative to answer the phone. This will allow the customer service representative to focus on the customer at their counter, while the person on the phone does not have to wait for help with their payment.
BACKGROUND:
The front counters for payments in City Hall are very busy with customers who come into make payments. The cashiers need to focus on the people in front of them so a phone in payment gets put on hold or a number taken to call back when free. With a phone payment system a customer if need be could be sent back to the phone payment system rather than have to wait or be called back.
DISCUSSION:
A phone customer can be serviced faster by not having to wait. This will reduce the incoming calls in the department leaving the customer service representatives more time to help customers in line at City Hall or be able to work on their other duties.
Water Billing already uses Selectron so we are able to reduce our cost of purchase because we don't have to invest in all the software and hardware required for a new start up. Using Selectron for Parking Tickets and Accounts Receivables means we have the same vendor as Water Billing eliminating potentially confusion if customer is paying a water bill and a parking ticket.
IMPACT STATEMENT:
For customers who don't have access to a computer for payments or feel uncomfortable paying on-line, this gives them an option to pay without having to mail a check or come in person to pay. It should also free customer service representative's time to focus on the customers present or to spend more time on other work.
RECOMMENDATIONS:
That approval be given to purchase VoiceUtility IVR from Selectron Technologies, Inc., for Parking Ticket and Accounts Receivables payments.
cc: Alderman O’Connor, Chairman
Alderman Mervine
Alderman Bohman
Alderman Mesiacos, Alternate
CITY OF AURORA, ILLINOIS
RESOLUTION NO. _________
DATE OF PASSAGE ________________
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A Resolution authorizing the purchase of VoiceUtility IVR payment service from Selectron Technologies, Inc., Portland, Oregon in the amount of $34,450.00.
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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 City currently uses VoiceUtility IVR from Selectron Technologies, Inc. for water bill payments we would like to extent this option to parking ticket and accounts receivables; and
WHEREAS, the City would like to purchase VoiceUtility IVR from Selectron Technologies, Inc., for $34,450.00 which has been budgeted equally in accounts 101-2523-415.65-13 Revenue & Collection and 520-2533-415.65-13 Parking, and
WHEREAS, pursuant to Aurora Code Section 2-335(a)(3) the desired product is provided by only one source in this situation; and
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Aurora, Illinois, as follows: to authorize purchase of VoiceUtility IVR from Selectron Technologies, Inc.