DATE: June 16, 2026
TO: Board of Supervisors
SUBMITTED BY: Mike Kerr, Director of Information Technology/Chief Information Officer
SUBJECT: Agreement with InContact, Inc. dba NICE Systems, Inc.
RECOMMENDED ACTION(S):
TITLE
1. Under Administrative Policy No. 34 for competitive bids or requests for proposals (AP 34), determine that an exception to the competitive bidding requirement under AP 34 is satisfied and a suspension of competition is warranted due to unusual or extraordinary circumstances as InContact, Inc. dba NICE Systems, Inc. (NICE) is the only vendor that meets the County's technical and operational requirements for outbound dialer software, and that the best interests of the County would be served by entering into an agreement with NICE; and
2. Approve and authorize the Chairman to execute an Agreement with NICE for outbound dialer software for mass client notification and personalized appointment reminders, effective upon execution, not to exceed five consecutive years, which includes a three-year base contract and two optional one-year extensions, total not to exceed $413,081.
REPORT
There is no increase in Net County Cost associated with the recommended actions, which will suspend the competitive bidding process under AP 34 and allow the Information Technology Services Department (ITSD), on behalf of the Department of Social Services (DSS), to implement a new outbound dialer software to replace the existing end-of-life system. This item is countywide.
ALTERNATIVE ACTION(S):
If the recommended actions are not approved, the County will not be able to transition from the current outbound dialer solution, Cameo, which is at end-of-life and is no longer being supported. The server hosting the Cameo dialer has also reached end-of-life. Your Board may direct the departments to coordinate with the General Services Department - Purchasing Division (Purchasing) to issue a competitive bid; however, it may leave DSS without a way to send out mass clie...
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