REPORT TO COUNCIL
SUBJECT
Title
Action on Amendment No. 1 to the Agreement with Superion, LLC, for Residential and Business Alarm Management Software and Related Services
Report
COUNCIL PILLAR
Deliver and Enhance High Quality Efficient Services and Infrastructure
BACKGROUND
On January 9, 2020, the City Council approved an agreement with Superion, LLC (a subsidiary of CentralSquare) to manage the City's residential and business alarm systems through a platform called CryWolf. For the purposes of this report, the third-party vendor will be referred to as Superion.
The agreement included three initial years of service with two optional one-year extensions, which are set to expire on February 20, 2025. There were no upfront costs of annual maintenance fees as part of this Agreement. Instead, the two parties agreed to a split of the estimated revenue, Superion (24%) and the City (76%). Per the Agreement, program costs, such as bank fees, citizen overpayments (if any), credit card fees (if any), and mailing costs (postage, paper and envelopes) at U.S. Post-Office first-class rate have been withheld from gross collections before revenue sharing percentages are applied. Any certified mail requirements have also been billed separately on a monthly basis and not subject to the revenue share division. The revenue estimates have been included in the Operating Budget, and Chapter 8.40 Security Alarm Systems and Municipal Fee Schedule was adjusted to reflect the third-party management of the program.
The services provided under the agreement also include:
* Secure 24/7 online access to account information through an agency dedicated website.
* Recording of program-related telephone calls through Superion's call center, which ensures high level of customer service, consistent and courteous communications, support for 175 spoken languages, and options for the hearing impaired.
* Automated alarm disposition, eliminating the need for manual processing.
* Automated data coll...
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