To: Board of Supervisors
From: Anna Roth, Health Services Director
Report Title: Contract #23-832 with Spok Inc.
☒Recommendation of the County Administrator ☐ Recommendation of Board Committee
RECOMMENDATIONS:
APPROVE and AUTHORIZE the Health Services Director, or designee, to execute on behalf of the County Contract #23-832 with Spok Inc., a corporation, in an amount not to exceed $119,000, to provide hardware, software, implementation, maintenance, training and support for the upgrade of the telephone system at Contra Costa Regional Medical Center (CCRMC), for the period from February 27, 2024 through February 28, 2027.
FISCAL IMPACT:
This contract will result in contractual service expenditures of up to $119,000 over a 3-year period and will be funded 100% by Hospital Enterprise Fund I revenues. (5% Annual Rate Increase)
BACKGROUND:
This contract meets the needs of the County by providing hardware, software, implementation, training, project management, maintenance, and support services regarding CCRMC telephone system. CCRMC has been using Spok's IntelliDesk-Healthcare Console since 2015, whereby the traditional call handling process is automated, utilizing Spok's propriety software to process calls. The platform's computer telephony integration and centralized directory capabilities consolidate various systems to present all directory listings to operators, thus enabling quick directory lookups and facilitating essential functions such as paging and messaging staff, call transfers, and access to on-call schedules. Additionally, the software guides operators through necessary steps, such as critical codes, during emergencies.
In 2023, the Purchasing Manager issued purchase order #027241 to Spok, Inc., for the annual renewal of support and maintenance of the current Spok console for the period March 1, 2023, through February 29, 2024. In compliance with Section III(B)(7) of the Purchasing Policy, in November 2023, CCRMC initiated the renewal of services to be transferred to contract, and the Purchasing Manager issued Spok a one-time sole source for the services through February 28, 2027, the term of this contract.
Under contract #23-832, the parties will execute a Master Service Agreement and Order Form concerning the upgrade of the Spok solution. This project will include professional services to install and migrate the Spok software to extend the service life of the Spok applications and workflows, also requiring an upgrade of CCRMC's existing Private Branch Exchange (PBX) system. Under the terms of the agreement, Spok’s total liability is limited to the fees paid by County to Spok in the year prior to County's notice of a claim, provided that the limitation does not apply to Spok’s indemnification obligations, bodily injury claims, damage to real or personal property, or HIPAA violations.
CONSEQUENCE OF NEGATIVE ACTION:
If this contract is not approved, CCRMC’s phone system will not be upgraded, and the current system, which has reached its end-of-life (currently operating on a Windows 7 desktop and 2012), risks becoming obsolete and no longer be supported, which could significantly disrupt CCRMC’s call handling processes, and by extension, patient care.