Title
A Resolution Of The City Commission Of The City Of Hollywood, Florida, Approving And Authorizing The Appropriate City Officials To Execute An Agreement With The Highest-Ranked Firm, 22nd Century Technologies, Inc., For A Citywide Professional Answering And Informational Service, In An Annual Amount Not To Exceed $772,013.00 For An Initial Three-Year Period.
Strategic Plan Focus
Communications & Civic Engagement
Body
Staff Recommends: Approval of the attached Resolution.
Explanation:
On October 14, 2025, Request for Proposals Number RFP-353-26-JJ (“RFP”) was electronically advertised on OpenGov.com to solicit the desired Professional Answering and Informational Service in accordance with Section 38.43(A) of the Procurement Code. The RFP resulted in proposals from twenty-six firms, which were shortlisted to five firms, with 22nd Century Technologies, Inc. as the highest-ranked firm after final rankings were completed.
On May 6, 2026, the City Commission passed and adopted Resolution R-2026-149, authorizing the appropriate City Officials to negotiate an agreement with the highest ranked firm, 22nd Century Technologies, Inc., for a Citywide Professional Answering and Informational Service.
An agreement has been negotiated with 22nd Century for an AI first-touch agent, dedicated live agents, a dedicated website Chatbot, and City ownership of Amazon Web Services program licenses and software tools, for an annual amount of $701,830.00 plus a 10% contingency of $70,013.00, for a total annual amount not to exceed $772,013.00. This total includes the 10% contingency plus one-time start up and implementation costs of $77,500.00, resulting in a balance of ongoing annual program costs in the first year of $624,330.00.
The replacement and modernization of the City’s existing call center services, including the integration of AI-powered components and other automated capabilities, will help improve operational efficiencies and potentially generate long-term cost savings, while increasing the speed and quality of customer service provided to residents.
Fiscal Impact:
Funding for the Agreement will be allocated in various departmental budgets via a future budget amendment.
Recommended for inclusion on the agenda by:
Joann Hussey, Director of Communications, Marketing and Economic Development
Raheem Seecharan, Director of Information Technology
Jose Cortes, Assistant City Manager
Jovan Douglas, Assistant City Manager