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Council committee approves $30,000 increase for city CRM while members press for fixes to 311 rollout
Summary
Council advanced a $30,000 increase to the city's customer-relationship management contract (Encapsulate/Accenture) amid sustained questions about 3-1-1 functionality, license counts and whether the platform meets service needs.
Pittsburgh City Council's Intergovernmental and Educational Affairs Committee on Monday approved an amendment increasing the city's contract to upgrade its customer relationship management system by $30,000, even as council members urged faster fixes to ongoing 3-1-1 problems.
The resolution (bill 20-58) would raise the total contract authorization to $1,125,755.33 over three years for the platform Encapsulate, which was later acquired by Accenture. The additional funds pay for roughly 60 more licenses, raising the counciloffice and departmental license pool from 120 to 180, city staff said.
Heidi Norman, director of the Department of Innovation and Performance, told the committee that some improvements…
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