To: Board of Supervisors
From: Lewis Broschard, Chief, Contra Costa County Fire Protection District
Report Title: Freshworks Inc., Terms of Service
☒Recommendation of the County Administrator ☐ Recommendation of Board Committee
RECOMMENDATIONS:
Acting as the governing board of the Contra Costa County Fire Protection District, APPROVE and AUTHORIZE the Fire Chief or designee to execute a contract with Freshworks Inc., in an amount not to exceed $30,000 to manage various IT support channels and internal operations, subject to the terms of service from Freshworks Inc. for the period December 30, 2024 through December 30, 2028.
FISCAL IMPACT:
Budgeted. 100% CCCFPD General Operating Fund.
BACKGROUND:
The Fire Protection District (District) requires efficient communication and fast response to ensure safety and operational efficiency. Freshservice by Freshworks has significantly enhanced the management of internal operations, IT infrastructure, and support functions, allowing District IT staff to focus on critical tasks. Key benefits include:
1. Incident Management: Freshservice intelligently routes incidents, providing technicians with the tools to resolve issues quickly, minimize disruptions, and improve response times.
2. SLA Management: It allows the creation of service-level agreements to prioritize urgent issues, ensuring timely resolutions and automating escalation for unresolved tickets.
3. Problem Management: Freshservice tracks recurring issues, performs root cause analyses, and minimizes disruptions to ensure continuity in vital operations.
4. Change Management: It enables structured control over changes to IT systems or processes, reducing errors and disruptions.
5. Workload Management: The tool provides a clear overview of tasks and team member availability, ensuring efficient resource allocation and timely completion of tasks.
With the continued implementation of Freshservice, the District can continue to improve its service delivery, reduce response times, and optimize resource utilization.
Freshworks, Inc.’s Terms and Conditions include an indemnification from the District to Freshworks, as well as a limitation capping liability at the fees paid over the 12 months preceding the claim.
CONSEQUENCE OF NEGATIVE ACTION:
If this agreement is not approved, the District would have to identify alternative means to track and address IT disruptions and needs.