To: Board of Supervisors
From: Marla Stuart, Employment and Human Services Director
Report Title: 20-554-0 Purchase Order for Licenses for ServiceNow Software
☒Recommendation of the County Administrator ☐ Recommendation of Board Committee
RECOMMENDATIONS:
APPROVE and AUTHORIZE the Purchasing Agent or designee, to execute on behalf of Employment and Human Services Department, a purchase order and related agreement with AlxTel, Inc. in an amount not to exceed $162,924 for the purchase of ServiceNow licenses, subject to ServiceNow’s Terms of Service, for the period October 1, 2024, through September 30, 2025.
FISCAL IMPACT:
$162,923.28: 59% Federal, 35% State, and 6% County; all of which will be budgeted in FY 24-25.
BACKGROUND:
The Employment and Human Services Department (EHSD) utilizes an Information Technology (IT) help desk ticketing system to log, distribute, track and complete service requests from EHSD staff and social workers. These requests include repairing computer equipment, adding software, and correcting errors in State and other data systems.
EHSD is in the process of replacing the system purchased in 2014 with ServiceNow’s cloud-based help desk software. The software is accessed using licenses. This purchase order is to request renewal of the licenses and ServiceNow’s Terms of Service, including a limitation of liability, capping liability at the amount of fees paid in the 12 months prior to the claim arising.
CHILDREN'S IMPACT STATEMENT:
This purchase order supports the third outcome of Contra Costa County’s community outcomes of the Children’s Report Card, “Families that are Economically Self Sufficient.”
CONSEQUENCE OF NEGATIVE ACTION:
The County will not be able to access ServiceNow’s IT help desk software and will not be able to leverage its automated ticketing system to reduce errors and improve service request resolution time.