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Council recommits Accenture CRM expansion after members raise 3-1-1 performance concerns
Summary
Pittsburgh City Council voted 6-3 to recommit a proposed contract amendment that would increase spending on the city’s customer relationship management system (Accenture/Salesforce) after council members and departments raised concerns about 3-1-1 functionality and user experience.
PITTSBURGH — Pittsburgh City Council on July 28 voted 6-3 to recommit a proposed amendment that would increase funding for the city’s Accenture customer relationship management (CRM) system, after several council members said they had received complaints about the 3-1-1 service and other users reported functionality problems.
The amendment under consideration (filed as bill 20-58) would increase a previously authorized Accenture contract by $30,000 to expand user licenses and related capabilities. Council members who spoke during debate said they want more information about system performance…
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