Title
Complus Data Innovations, Inc. Contract Performance
Memorandum
The City has utilized the services of Complus Data Innovations (CDI) for parking ticket processing since November 2003. Last year, the City entered into a one-year agreement with CDI, with an option for an additional year, at the same cost as the original agreement. During Council discussion, Councilmember Easthope requested that staff provide an assessment of CDI’s performance prior to extending the contract for an additional year. Below are observations regarding CDI’s performance since December 2006.
Product Integrity and Support
- System downtime has been reduced over previous years. In previous years, CDI’s system would be down for technical reasons three to four times per year but still within contractual obligations for 99% availability. After major computer hardware capital improvements, the system has been down only once in the last year.
- There are concerns regarding the quality and durability of the new Casio hand held equipment, although CDI has provided repairs and replacements in a timely manner.
- There have been numerous programming problems related to placing the new units in service. Programming has been the single biggest area of difficulty. CDI has addressed these issues appropriately when they occur.
Responsiveness
- CDI has consistently demonstrated a high level of commitment to the City's needs through daily communication.
- CDI has captured the scope and intent of the City's parking ticket collection and processing system through this continuing relationship and by completing major project plans.
- CDI has established a good record of accomplishment for timely response to help requests, corrections, technical support and trouble shooting.
- Requests for custom reports have yielded satisfactory results, however the writ report is not functioning as requested.
- CDI conducts numerous on-site visits with technical and managerial representatives to review ...
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