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Agenda Item
ASR
Control 25-000479 |
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MEETING
DATE: |
12/16/25 |
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legal entity taking action: |
Board
of Supervisors and Orange County Flood Control District |
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board of supervisors district(s): |
All
Districts |
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SUBMITTING Agency/Department: |
OC
Public Works (Approved) |
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Department contact person(s): |
Justin
Kirk (714) 667-1627 |
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Judy
Kim (714) 667-8866 |
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Subject: Amend Contract for Customer
Relationship Management and Land Management Systems
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ceo CONCUR |
County Counsel Review |
Clerk of the Board |
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Concur |
Approved
Agreement to Form |
Discussion |
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3
Votes Board Majority |
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Budgeted: Yes |
Current Year
Cost: $60,668 |
Annual Cost: FY 2026-27 $224,801 |
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Staffing Impact: |
No |
# of Positions: |
Sole Source: No |
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Current Fiscal Year Revenue: N/A
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Prior Board Action: 10/25/2016 #36, 12/8/2015 #39 |
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RECOMMENDED
ACTION(S):
Authorize the County Procurement
Office or Deputized designee to execute Amendment No. 2 to the subordinate
contract with Carahsoft Technology Corporation for Customer Relationship
Management and Land Management Systems, effective upon execution of all
necessary signatures, through June 30, 2027, to increase the not-to-exceed
amount by $285,469, for a cumulative total amount not to exceed $9,506,348.
SUMMARY:
Approval of Amendment No. 2 to the
contract for the Customer Relationship Management and Land Management Systems
will support over 10,000 user accounts, enhance data storage capacity and
improve history tracking for transparency and audit purposes.
BACKGROUND
INFORMATION:
OC
Public Works has utilized the Customer Relationship Management and Land
Management System (CRM/LMS) since its go-live date on January 29, 2019. CRM/LMS
is a unified multi-tenant cloud platform that integrates customer service
functions with planning and land management activities. It supports the
issuance, tracking, inspection and enforcement of various permit types through
a shared database. CRM/LMS improves operational efficiency, enhances internal
collaboration across four of OC Public Works’ nine service areas and enables
more effective reporting of operational metrics across all levels of the
department.
In
addition to the back-office CRM/LMS, OC Public Works also offers MyOCeServices,
a fully integrated public-facing portal. MyOCeServices currently has 37,300
registered public users and averages approximately 400 unique visitors per day.
On
November 5, 2015, the County Procurement Office issued a Regional Cooperative
Agreement (RCA) for software and related products and services to Carahsoft
Technology Corporation (Carahsoft).
Prior
Board of Supervisors (Board) actions related to subordinate Contract
MA-080-16010778 (Contract) with Carahsoft are summarized in the table below.
The Contract uses the RCA as its basis.
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Board
Date |
Board
Action |
Amount |
Effective
Date |
End
Date |
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12/8/2015
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Approved
Contract |
$4
million |
12/8/2015 |
5/31/2018 |
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10/25/2016
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Approved Amendment No. 1 to reduce to a
firm fixed price through June 30, 2018; institute recurring annual
subscription fees from July 1, 2018, through June 30, 2022; institute
new subscription fees from July 1, 2022,
through June 30, 2027, (not to exceed 10 percent annually); and update
technical specifications, user license profiles, counts and payment
schedule. |
$9,220,879
aggregate total |
6/1/2018 |
6/30/2027 |
License and
Storage Adjustments
In
2022, based on actual system usage, OC Public Works and Carahsoft agreed to
reduce the number of “Customer Community Logins” from 20,000 (as established in
Amendment No. 1) to 5,000. At the same time, to support internal operational
needs, the number of “Service Cloud UE” licenses, which are used by staff for
CRM access, was increased from 45 to 95. These adjustments did not impact the
Contract’s not-to-exceed amount and were not documented through an amendment.
As
of today, 15,000 “Customer Community Logins” licenses are required to support
both current operations and projected growth through the end of the Contract
term.
Additionally,
in 2019, OC Public Works purchased add-on Data and File Storage through
Carahsoft as system capacity neared its limit. Because default storage capacity
is based on the number of user licenses, and no additional licenses were
purchased at the time, these storage add-ons were necessary. Like the license
adjustment, this storage purchase did not affect the not-to-exceed amount and
was not documented through an amendment.
Amendment
No. 2 will formally incorporate and document the prior adjustments to ensure
the Contract reflects the current system configuration and usage.
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Effective Dates |
Requested Amount |
Usage as of October 2025 |
Notes |
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7/1/2018
- 6/30/2027 |
$9,220,879 |
$7,898,147 |
Current term. |
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upon
execution - 6/30/2027 |
$285,469
($9,506,348 cumulative) |
N/A |
Proposed
amendment, full utilization is anticipated. |
OC Public Works recommends the
Board approve Amendment No. 2 to the Contract with Carahsoft to increase the
not-to-exceed amount by $285,469, for a cumulative total amount not to exceed
$9,506,348. Amendment No. 2 also replaces all references of the Contract to
MA-080-16012152 and adds the Orange County Flood Control District as a party to
the Contract.
|
Item |
FY
2025-26 |
FY
2026-27 |
Total
Additional Cost |
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Customer Community Logins |
$13,348 |
$36,786 |
$50,134 |
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Data Storage |
$9,422 |
$75,973 |
$85,395 |
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File Storage |
$2,073 |
$17,038 |
$19,111 |
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Field Audit Trail |
$15,167 |
$29,128 |
$44,295 |
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Government Cloud Plus |
$1,599 |
$27,759 |
$29,358 |
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Clariti Annual Support |
$19,059 |
$38,117 |
$57,176 |
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$60,668 |
$224,801 |
$285,469 |
Explanation for
Additional Line Items
Customer Community
Logins
Each
login represents a unique public user accessing MyOCeServices an unlimited
number of times within a 24-hour period. Current allocation is 5,000 Customer
Community Logins for each renewal year, but to accommodate the actual capacity
of 12,000 and allow for future growth, 15,000 logins are recommended.
Data Storage
With
data storage currently at 78 percent capacity, OC Information Technology (OCIT)
recommends adding 20GB to maintain a sufficient buffer. This would increase
total data storage to 90GB through the end of the Contract term.
File Storage
File
storage is currently at 49 percent capacity. OCIT recommends an additional 1TB
in cloud file storage, bringing the total file storage to 5TB to ensure
sufficient capacity for the remainder of the Contract.
Field Audit Trail
Currently,
system object history is retained for only 18 months. Purchasing Field Audit
Trail will allow for permanent retention of object history, improving
transparency and enabling full audit of system changes over time.
Government Cloud
Plus
This
line item, calculated at 15 percent of the net cost, is required for all
Salesforce line-item purchases. Formerly titled “Government Cloud Premier,”
Salesforce renamed this service in 2020 without changing its functionality.
Clariti Annual
Support (Previously “BasicGov” Annual Support)
The
vendor “BasicGov” rebranded as “Clariti” in 2020. The current Contract includes
Standard Support, but OC Public Works recommends upgrading to Premium Support
to enable smoother system upgrades and support future integrations, such as
Bluebeam and Geographic Information Systems.
All
line items identified have been reviewed by OCIT and are deemed necessary to
ensure continued stability and performance of the CRM/LMS through the Contract
term ending June 30, 2027.
Carahsoft’s
performance has been confirmed as satisfactory. OC Public Works has verified
there are no concerns that must be addressed with respect to the Carahsoft’s
ownership/name, litigation status or conflicts with County interests.
The
Contract does not currently include subcontractors or pass through to other
providers. See Attachment B for Contract Summary Form.
Compliance
with CEQA:
This action is not a project within the meaning of CEQA Guidelines Section
15378 and is therefore not subject to CEQA, since it does not have the
potential for resulting in either a direct physical change in the environment
or a reasonably foreseeable indirect physical change in the environment. The
approval of this agenda item does not commit the County to a definite course of
action in regard to a project since this is a service contract for Customer
Relationship Management and Land Management Systems. This proposed activity is
therefore not subject to CEQA. Any future action to this approval that
constitutes a project will be reviewed for compliance with CEQA.
FINANCIAL
IMPACT:
Appropriations for the Contract are
included in FY 2025-26 Budget and will be included in the budgeting process for
future years for the following funds.
|
Budget
Control 071, Building and Safety |
65% |
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Fund
400, OC Flood |
35% |
The Contract is contingent upon
funding availability. In the event funding is reduced or terminated, the County
may renegotiate the level of services and/or terminate the Contract without
penalty, as necessary.
STAFFING
IMPACT:
N/A
ATTACHMENT(S):
Attachment
A - Amendment No. 2 to Contract MA-080-16012152 with Carahsoft Technology
Corporation
Attachment B - Contract Summary Form