DATE: October 9, 2018
TO: Board of Supervisors
SUBMITTED BY: Robert W. Bash, Director of Internal Services/Chief Information Officer
SUBJECT: Agreement with FreshWorks, Inc.
RECOMMENDED ACTION(S):
TITLE
Approve and authorize the Chairman to execute an Agreement with FreshWorks, Inc., for help desk ticketing and workflow management, 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 $1,200,000.
REPORT
Freshworks, Inc. currently provides FreshService, a help desk ticketing and workflow management system, to the Internal Services Department - Information Technology Division (ISD-IT) through Purchasing Agreement P-18-314. This new agreement will provide the County with the ability to better leverage the FreshService tools with an expanded user base throughout ISD-IT. Additionally, other departments are considering utilizing FreshService for their own internal processes. This item is countywide.
ALTERNATIVE ACTION(S):
Should your Board not approve the recommended action, the County will be unable to expand usage of FreshService. While it will not interrupt service, it will not allow user departments to take advantage of the increased efficiencies associated with FreshService.
FISCAL IMPACT:
There is no increase in Net County Cost associated with the recommended actions as sufficient appropriations are included in the current fiscal year's budget. Appropriations for FreshService software licenses, maintenance and support for the potential five (5) year term total $1,200,000. This agreement allows for our current usage with expansion over the 5-year term plus room for expansion for use by other departments. Future costs associated with this agreement will be included in subsequent budget requests. If additional appropriations are required, staff will return to your Board for approval.
DISCUSSION:
ISD-IT began exploring a new service ticketing...
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