Title
A Resolution Of The City Commission Of The City Of Hollywood, Florida, Approving And Authorizing The Appropriate City Officials To Issue A Blanket Purchase Agreement With Daupler For Response Management System Software For Emergency Water, Wastewater, And Stormwater Calls In An Annual Amount Up To $249,000.00 From December 10, 2025, Through December 9, 2026, In Accordance With Section 38.41(C)(2) Of The Procurement Code. (Sole Source)
Strategic Plan Focus
Infrastructure & Facilites
Body
Staff Recommends: Approval of the attached Resolution.
Explanation:
The Department of Public Utilities (Department) desires the continued service of a secure software and customer contact service that can be utilized by front-line staff responding to emergency water, wastewater, stormwater, flooding, customer information, and public works calls.
Daupler’s Response Management System (Daupler) software and services were evaluated over a 6-8-month period and tested by City staff to determine their viability for customer contact service. The Department determined that Daupler would be essential to support its on-call program and the response, repair, and restoration activities of multiple infrastructure systems. The services will be used for routine responses and emergencies throughout the City of Hollywood (COH), providing timely responses to ensure the public health and safety of the COH citizens. The system will also be used by the Department to manage overflow calls from the Department customer service and the Billing Department. This will reduce hold time and facilitate additional human operators and AI management of customer inquiries.
Daupler provides sole-source software, designed and produced, with interactive tools and human operators and AI-assisted exchange systems that work seamlessly to gather objective, real-time data for rapid incidents and emergency response. The system is designed and developed to document the reported issues, initiate a response, track the response performance, and provide incident awareness and oversight management. Daupler can integrate with the citywide GPS interface, Rock Sold system, and City Works, the Department's maintenance management system, for work order generation, tracking, and documentation of problem areas.
Daupler’s features include staff arrival and departure timestamps and location validation, documented crew phone calls with customers, baseline overall, and user-specific response performance, daily incident distribution, and heatmaps by incident type.
Daupler provides a customer-facing interface for simple Citizen reporting and personable customer contact during the initial phone call. The system provides customer call options and features, detailing crew dispatch, arrival, and departure times. The citizen link will allow customers to upload photos, add notes, and provide special instructions for responding crew members, delivering a complete response system.
A Notice to Sole Source Number NTSS-258-25 was posted electronically on OpenGov from November 21, 2024 - November 28, 2024, and received no inquiries.
Fiscal Impact:
A portion of the funding for the Blanket Purchase Agreement is available in the FY 2026 Operating Budget in account number 442.400101.53600.531170.000000.000.000 and will be budgeted in the subsequent fiscal year’s operating budget subject to approval and adoption by the City Commission.
Recommended for inclusion on the agenda by:
Vincent Morello, Director, Public Utilities
Chris O’Brien, Director, Public Safety