Committee holds $403,500 transfer from MATA BRT to fund 311 CRM upgrade pending vendor demo and procurement details

At 10 a.m. the Economic Development, Tourism and Technology committee considered a budget‑neutral transfer of $403,500 from the MATA Project Innovation Corridor (BRT) to a 311 CRM upgrade. Karen Goss, special assistant to the mayor, presented the item and said the transfer would allow the city to procure and begin implementation of a new customer relationship management solution for the 311 call center.

"These funds will allow us to procure and begin the implementation process of getting our new tech solution for 311 in place," Karen Goss said, adding the administration expects contracting by June 30 and a six‑month implementation period with a tentative January go‑live if the schedule holds.

Several council members expressed concern that the money was being moved from the MATA BRT project. Antonio Adams, chief operating officer for the City of Memphis, responded that the administration was not abandoning the BRT work but reorganizing how to execute it, and that the transfer would not jeopardize the project as the MATA team refines plans.

Members asked for more procurement detail, the identity of the vendor, and a demonstration. Councilwoman Cooper Sutton pressed the administration to show who the vendor is and to explain the procurement process and contractor performance metrics; Councilwoman White asked for a visual demonstration of how the investment will fix previously identified problems. Another member emphasized that elderly residents still need voice access to 311 and urged administrators to ensure calls are answered.

Given those questions, the chair moved to hold the transfer for two weeks to allow a vendor demonstration and additional materials; the hold was approved without objection and the committee adjourned.