Feb 04, 2026 Audit and Accountability Committee

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>> VIAGRAN: THE TIME IS NOW 10:00 A.M. ON FEBRUARY 4TH, 2026, AND THE MEETING OF THE AUDIT COMMITTEE IS NOW CALLED TO ORDER.

MADAM CLERK, PLEASE CALL THE ROLL.

>> CHAIR OF, WE HAVE A QUORUM. >> VIAGRAN: THANK YOU.

I WILL BE ALLOWING THE MEMBERS TWO ROUNDS OF COMMENTS PER ITEM WITH FIVE MINUTES THE FIRST ROUND AND THREE MINUTES THE SECOND ROUND.

AND IF YOU WOULD LIKE TO DO ONE LONGER ROUND BECAUSE YOU THINK YOU COULD GET IT DONE,

[Approval of Minutes  ]

[Public Comments  ]

MEMBERS OF THE PUBLIC SIGNED UP TO SPEAK? >> WE HAVE NO ONE SIGNED UP TO SPEAK, BUT THERE WAS A WRITTEN COMMENT RECEIVED THAT HAS BEEN DISTRIBUTED TO

THE COMMITTEE, AND THAT WAS FROM MR. RAY CARDENAS. >> VIAGRAN: ALL RIGHT.

DO WE ALL HAVE THE LETTER? ARE THERE ANY -- WELL, HE'S NOT HERE.

ALL RIGHT, THANK YOU. WE'LL ENTER THIS INTO THE RECORD.

[CONSENT AGENDA  ]

[Pre-Solicitation High Profile Briefings  ]

MADAM CLERK, PLEASE READ THE CAPTION FOR ITEM 3 AND THEN WE'LL GET A STAFF

PRESENTATION. >> ITEM NUMBER 3 IS A BRIEFING ON THE RELEASE OF A SOLICITATION FOR MULTIPLE RESPONDENTS TO PROVIDE THE CONVENTION AND SPORTS FACILITIES DEPARTMENT WITH TEMPORARY ELECTRICAL AND PLUMBING SERVICES FOR EVENTS, FOR AN ESTIMATED TOTAL OF $9,500,000 FOR THREE YEARS WITH TWO

ONE-YEAR RENEWAL OPTIONS. >> VIAGRAN: GREAT. PATRICIA, THE FLOOR IS

YOURS. >> GOOD MORNING. I AM THE DIRECTOR OF THE CONVENTION AND SPORTS FACILITIES DEPARTMENT. THIS IS A SOLICITATION FOR

TEMPORARY ELECTRICAL AND PLUMBING SERVICES. >> VIAGRAN: CAN YOU PULL

THE MIC DOWN. >> THIS SOLICITATION WILL BE REQUEST FOR QUALIFICATIONS.

THE PROPOSED TERM -- I'M SORRY, THERE WE GO. THE PROPOSED TERM IS THREE YEARS WITH TWO ONE-YEAR OPTIONS. ESTIMATED VALUE ASK $1.9 MILLION ANNUALLY IN COMMISSIONS AND NINE AND A HALF MILLION DOLLARS OF THE TERM OF THE CONTRACT. THE REVENUES WILL BE DEPOSITED IN THE HOTEL-MOTEL AD TAX FUND AND THE CURRENT CONTRACT EXPIRES SEPTEMBER 30TH OF THIS YEAR.

AS FAR AS OUTREACH WITHIN. UNDER THESE CODES. 12 OF THOSE ARE VETERAN RAN OWNED SMALL BUSINESSES AND 10 RECEIVED TARGETED OUTREACH.

ADVERTISING WILL ALSO BE DONE THROUGH TVSA, THE COSA BIDDING AND CONTRACTING FEBRUARY PAGE, HEARTBEAT AS WELL AS SAS. THE EVALUATION COMMITTEE WILL CONSIST OF ASSISTANT CITY MANAGER ALEX LOPEZ, MYSELF, EVA, THE ASSISTANT DIRECTOR OF THE CONVENTION. THE PROJECT CONTROL MANAGER AT THE HENRY B. GONZALEZ CONVENTION CENTER. HENRY DUNCAN AT THE ALAMODOME AND FINALLY RODNEY BALL, AREA DIRECTOR FOR VENUES WITH ONCORE, A CONTRACTOR THAT PROVIDES AV

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30 POINTS FOR PROPOSED F PLAN. 10 POINTS FOR PRIME COUNTY PROGRAM, 10 POINTS FOR LOCAL PREFERENCE PROGRAM AND FIVE POINTS FOR VETERAN-OWNED SMALL BUSINESS PROGRAM. NO AUDITED FINANCIAL STATEMENTS WILL BE REQUIRED, BUT THERE IS A 10% SBE SUBCONTRACTING REQUIREMENT. THE SUBCONTRACTING REQUIREMENT IS BASED ON OPPORTUNITIES FOR SBES WITHIN THE SCOPE OF WORK, THE SBE'S LOCATED IN THE CENTRAL REGISTER REGISTERRY ANDE OF A SIMILAR NATURE.

A PROJECT TIMELINE STARTS TODAY WITH THE PRE-SOLICITATION BRIEFING.

THE RELEASE DATE OF THE SOLICITATION WILL BE MARCH 4TH.

RESTRICTION OF COMMUNICATION WILL START ON MARCH 4TH AS WELL.

THERE IS A PRE-SUBMITTAL CONFERENCE THAT IS PLANNED FOR MARCH 19TH.

THE POLITICAL CONTRIBUTION BLACKOUT START DATE WILL BE -- WILL START ON APRIL 7TH, ALONG WITH THE DEADLINE FOR QUESTIONS. WE ARE PLANNING TO RELEASE -- THE SOLICITATIONS WILL BE DUE ON MAY 11TH. THE EVALUATION WILL BE COMPLETE BY JUNE 4TH. CONTRACT WILL BE NEGOTIATED DURING THE MONTHS OF JUNE AND JULY. A POST-SOLICITATION BRIEFING IS PLANNED FOR AUGUST 5TH WITH CITY COUNCIL CONSIDERATION HAPPENING IN AUGUST.

AND RESTRICTIONS ON COMMUNICATION WILL END ON AUGUST AS WELL.

POLITICAL CONTRIBUTION BLACKOUT END DATE WILL BE 30 CALENDAR DAYS FOLLOWING THE CITY COUNCIL APPROVAL, WITH CONTRACT START DATE BEING OCTOBER 1ST.

THIS CONCLUDES MY PRESENTATION. I'M AVAILABLE TO ANSWER ANY

QUESTIONS. >> VIAGRAN: THANK YOU FOR THE PRESENTATION.

AND I JUST HAD A MEETING WITH THE UNION IBEW, AND WE TALKED ABOUT JOURNEY MEN AND APPRENTICESHIPS. ARE WE GOING TO ASK THOSE QUESTIONS WHEN WE DO THE INTERVIEW ABOUT WHERE THEY'RE WORKING ON, AND ARE WE GOING TO ASK ANY QUESTIONS REGARDING READY TO WORK AND IF THEY'RE PART OF THOSE PROGRAMS FOR THIS BID?

>> WE CAN CERTAINLY ADD THOSE TYPES OF QUESTIONS, YES, DEFINITELY.

WE'LL ASK THAT -- AND HISTORICALLY WE'VE ASKED THOSE QUESTIONS.

>> VIAGRAN: OKAY. I JUST WANT TO MAKE SURE AS WE -- AS WE LOOK ON ECONOMIC WORKFORCE DEVELOPMENT AND WHAT WE'RE DOING THERE, I THINK THAT IS SOME OF THE QUESTIONS THAT I KNOW IS GOING TO COME OUT OF THAT COMMITTEE WHEN WE TALK ABOUT THIS BID, SO JUST MAKE SURE THAT WE HAVE THE TEAM ASKING THOSE QUESTIONS AND MAKING SURE THAT WE ARE CONTRIBUTING TO KEEPING THAT DOLLAR LOCAL WITH LOCAL PLUMBERS, AND OUR REGIONAL PLUMBERS ALSO, BECAUSE I KNOW -- AND ELECTRICIANS, BECAUSE I KNOW RIGHT NOW WHERE THE TRADES ARE CONCERNED WE'RE TRYING TO BUILD UP THAT WORKFORCE. NO, I'M REALLY -- I THINK YOU HAVE A GOOD TEAM TO ASK THE QUESTIONS. I'M ASSUMING THEY ARE GOING TO.

I JUST WANT TO MAKE SURE WE ANTICIPATE OUR COUNCIL AND WHAT THEY'RE GOING TO ASK AS WE BRING THIS THROUGH THE PROCESS. AND I REALLY DO LIKE THAT WE'RE GOING TO DO THE VETERAN-OWNED SMALL BUSINESS PREFERENCE POINTS.

I THINK THAT'S A GOOD PLUS ON THIS. DO ANY OF MY COMMITTEE

MEMBERS HAVE ANY QUESTIONS? YES, COUNCIL MEMBER WHYTE. >> WHYTE: YES, BRIEFLY.

DO WE HAVE DOCUMENTATION ON PERCENTAGES OF LOCAL SMALL BUSINESSES VERSUS R. VERSUS

LARGER BUSINESSES THAT GET SOME OF THESE JOBS? >> WELL, CERTAINLY LIKE COUNCILMAN VIAGRAN MENTIONED, THEY DO USE LOCAL JOURNEY MEN.

A LOT OF THEIR STAFF, YOU KNOW, ARE FROM THE UNION, THE LOCAL UNION, BUT WE DON'T HAVE -- WE CAN CERTAINLY GET THOSE PERCENTAGES OF HOW MANY ARE LOCAL AND HOW MANY ARE FROM OUT OF TOWN. BUT I WOULD ASSUME HISTORICALLY IN THE PAST THE LARGE MAJORITY HAVE BEEN LOCAL.

>> WHYTE: THE LARGE MAJORITY? >> YES.

>> WHYTE: SO ANOTHER WAY OF SAYING IT IS THE LARGEST PERCENTAGE OF OUR TOTAL CONTRACT DOLLARS WILL GO TO LOCAL OR SMALL BUSINESSES AS OPPOSED TO BIG OUT OF TOWN

DOMESTIC VIOLENCE? >> COUNCIL MEMBER, I GUESS IF I UNDERSTAND YOUR QUESTION, DURING THE PROCUREMENT, SINCE IT IS A PERCENTAGE AND EVALUATION,

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AFTER THAT WE CAN BRING BACK TO YOU IN THE POST-SOLICITATION HOW THAT FELL OUT IN THIS. WE DO TRACK THE LOCAL OVERALL IN ALL OF OUR PROCUREMENTS, BUT SPECIFICALLY THIS ONE WE WILL BE LOOKING AT THAT AND

WE CAN BRING THAT BACK TO YOU IN POST. >> WHYTE: ALL RIGHT,

THANKS. >> VIAGRAN: THANK YOU. ANY OTHER QUESTIONS?

COUNCIL MEMBER MEZA GONZÁLEZ. >> GONZÁLEZ: NO MIC]. MY FIRST QUESTION WAS IS IT MULTIPLE CONTRACTORS?

>> MULTIPLE CONTRACTORS, THAT IS CORRECT. >> GONZÁLEZ:.

IS THIS SIMILAR TO LIKE AN ON AN CALL? >> IT WILL BE.

THIS IS STRUCTURED AS A REQUEST FOR QUALIFICATIONS BECAUSE GIVEN THE NATURE OF EVERY VENT IS GOING TO HAVE A DIFFERENT REQUIREMENT, YOU CAN'T DO IT AS LOW BID, SO WE'RE GOING TO FOCUS IT AS A REQUEST FOR QUALIFICATIONS. YOU WILL NEED MULTIPLE CONTRACTORS, ELECTRICAL, PLUMBING AND OTHERS. SO WE'LL BE BRINGING BACK A FAIRLY DIVERSE GROUP OF CONTRACTORS FOR Y'ALL'S CONSIDERATION.

>> VIAGRAN: IF THERE ISN'T ANY OTHER QUESTIONS -- YES. >> SO ON THE POSTING LANGUAGE IT SAYS TEMPORARY, RIGHT? IS THERE A LONGER TERM PLAN

FOR THIS PROJECT OR WHY DOES IT INCLUDE THAT? >> IT INCLUDES THAT WORDING JUST BECAUSE IT'S MORE EVENT RELATED SO THEY PROVIDE THEIR SERVICES TO THE MEETINGS THAT HAPPEN AT THE CONVENTION CENTER OR THE EVENTS THAT HAPPEN AT THE

ALAMODOME, WHICH ARE TEMPORARY EVENTS. >> VIAGRAN: ALL RIGHT.

IF THERE AREN'T ANY OTHER QUESTIONS. ALL RIGHT.

I HOPE THAT THERE'S A LOT OF EVENTS COMING TO THE DOME AND THE CONVENTION CENTER.

AND YOU KNOW, MY PREFERENCE IS CONCERTS, BUT MONSTER TRUCK IS -- I KNOW WE'VE GOT MONSTER JAMB RESCHEDULED, RIGHT? WE'LL LOOK FORWARD TO HEARING WHAT'S ON THE CALENDAR. THANK YOU.

ALL RIGHT. THIS ITEM WAS FOR BRIEFING ONLY SO WE WILL MOVE ON TO ITEM 4. MADAM CLERK, PLEASE READ THE CAPTION FOR ITEM 4.

>> ITEM 4 IS A BRIEFING ON THE RELEASE OF A SOLICITATION FOR MULTIPLE CONTRACTS TO PROVIDE THE GOVERNMENT AFFAIRS DEPARTMENT WITH STATE LEGISLATIVE CONSULTANT SERVICES FOR AN ESTIMATED TOTAL VALUE OF $1,600,000

FOR TWO YEARS WITH ONE TWO-YEAR OPTION TO RENEW. >> VIAGRAN: ALL RIGHT.

SALLY, THE FLOOR IS YOURS. >> GOOD MORNING, MADAM CHAIR, COUNCIL MEMBERS AND COMMUNITY MEMBERS. I'M THE DIRECTOR FOR GOVERNMENT AFFAIRS.

MY PRESENTATION TODAY INCLUDES A PRE-SOLICITATION BRIEFING ON AN RFQ, REQUEST FOR QUALIFICATIONS FOR REPRESENTATION SERVICES IN AUSTIN, TEXAS, DURING THE STATE LEGISLATIVE SESSION AND OTHER PERIODS. THIS WORK INCLUDES REPRESENTING THE COMMUNITY'S INTERESTS DURING THE STATE LEGISLATIVE SESSION AND OTHER PERIODS WITH STATE LEADERSHIP MEMBERS, KEY MEMBERS OF THE LEGISLATURE AND AGENCIES TO STRENGTHEN THE ADVOCACY EFFORTS OF THE GOVERNMENT AFFAIRS TEAM AND CITY OF SAN ANTONIO IN SUPPORT OF THE COUNCIL-APPROVED STATE LEGISLATIVE PROGRAM. AS NOTED HERE, WE EXPECT TO CONTRACT UP TO FIVE FIRMS FOR A MAXIMUM AMOUNT OF 400,000 PER YEAR. UNDER THE SOLICITATION OVERVIEW, THE OUTREACH INCLUDES THE NIGP CODES IDENTIFIED TO DETERMINE VENDOR ELIGIBILITY, NUMBER 96151 FOR LOBBY SERVICES. THE NUMBER OF VENDORS TO BE NOTIFIED INCLUDED IN THE CENTRAL VENDOR REGISTRY ARE 4039 UNDER VETERAN OWNED SMALL BUSINESSES. AND 42 WILL BE THE TARGETED OUTREACH FOR INDIVIDUALS REGISTERED CONDUCTING THIS LINE OF WORK. UNDER THE ADVERTISING, THESE ARE THE REGULAR METHODS OF THE COSA PROCUREMENT TEAM, TVSA CHANNEL, COSA BIDDING AND CONTRACTING WEBSITE, HEARTBEAT AND SAS. UNDER THE EVALUATION VOTING MEMBERS, THAT INCLUDES ASSISTANT CITY MANAGER JEFF COYLE, THE DIRECTOR FOR MILITARY AND VETERANS AFFAIRS. CARLOS CONTRERAS, PRESIDENT AND CEO OF GOODWILL, SAN ANTONIO. VICTORIA' SHOE MAKER, DIRECTOR OF EXTERNAL AFFAIRS WITH CITY BASE, AND MYSELF. HERE ARE THE SOLICITATION REQUIREMENTS. UNDER THE EVALUATION CRITERIA, SUBMITTALS RECEIVED WILL BE EVALUATED USING THE QUALITY CRITERIA. 75 POINTS FOR EXPERIENCED BACKGROUND AND QUALIFICATIONS. 10 POINTS FOR SMALL BUSINESS

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AND FIVE POINTS FOR VETERAN-OWNED SMALL BUSINESS PREFERENCE PROGRAM.

CONTINUING WITH THE SOLICITATION REQUIREMENTS, AUDITED FINAL STATEMENTS WILL NOT BE REQUIRED. SBEDA AVAILABILITY ANALYSIS APIS ARE ON THE FOLLOWING ANALYSIS ON A CONTRACT BY CONTRACT BASIS, INCLUDING QUALITIES FOR SBES IN THE SCOPE OF WORK AND IN THE CENTRAL REGISTRY, AS WELL AS UTILIZATION OF SBES ON HISTORIC PROJECTS OF SIMILAR NATURE. THIS IS THE PROJECT TIMELINE SLIDE. AS YOU CAN SEE HERE FROM THE PRE-SOLICITATION BRIEFING, THAT IS TODAY. THE RELEASE DATE ANTICIPATED IS FEBRUARY 19TH OF 2026.

RESTRICTION ON COMMUNICATION STARTS FEBRUARY 19TH, 2026. SOLICITATION PHASE INCLUDES PRE-SUBMITTAL CONFERENCE ON MARCH 5TH WITH A POLITICAL BLAKEOUT OF MARCH 5TH.

DEADLINES FOR SOLICITATION IS MARCH 9TH WITH A DUE DATE OF APRIL OF 2026.

THE POST SOLICITATION PHASE INCLUDES THE EVALUATION TO BE COMPLETED IN MAY 2026, CONTRACTS WILL BE NEGOTIATED IN THE JUNE AND JULY 2026 TIME FRAME.

AND THEN WE WILL RETURN TO THE AUDIT COMMITTEE FOR THE POST-SOLICITATION BRIEFING ON AUGUST 5TH, 2026. THE RESTRICTION ON COMMUNICATION END DATE FOR CITY OFFICIALS IS AUGUST OF 2026. AND THE FINAL PHASE INCLUDES CITY COUNCIL CONSIDERATION IN AUGUST OF 2026, RESTRICTION ON COMMUNICATION END DATE WOULD BE IN AUGUST 2026 AS WELL WITH A CONTRACT START DATE, WE'RE AIMING FOR OCTOBER 1 OF 2026. AND THE POLITICAL CONTRIBUTION BLACKOUT END DATE WOULD BE THE 30TH CALENDAR DATE FOLLOWING THE CITY COUNCIL APPROVAL. MADAM CHAIR, COMMITTEE MEMBERS, THIS CONCLUDES MY PRESENTATION AND I'M AVAILABLE FOR ANY QUESTIONS. THANK YOU.

>> VIAGRAN: THANK YOU, SALLY. I DO HAVE SOME QUESTIONS.

ARE WE -- SO NEXT SESSION I KNOW -- DO WE HAVE AN IDEA OF WHAT WE KNOW IS GOING TO COME BACK? ARE Y'ALL WORKING OUT OF WHAT IS PROBABLY GOING TO COME BACK TO THE STATE, AT THE HOUSE AND IN THE SENATE, AND THEN ARE WE LOOKING AT

WHAT WE ANTICIPATE ARE GOING TO BE NEW STRUGGLES? >> ABSOLUTELY, COUNCILMAN, THAT IS A GREAT QUESTION. SO DURING THIS QUESTION, WHICH IS CALLED THE INTERIM SESSION, MY TEAM AND I ARE WORKING WITH KEY PARTNERS. WE HAVE A LIST, A WORKING LIST THAT WE HAVE IDENTIFIED OF THE BILLS THAT WE OPPOSED AND THAT WERE DETRIMENTAL TO THE CITY OF SAN ANTONIO, THE COMMUNITY, AND WHERE WE'RE WORKING WITH KEY PARTNERS, INCLUDING OUR STATE DELEGATION MEMBERS AND STAFF TO DETERMINE WHAT THOSE CHALLENGES ARE GOING TO BE DURING THE STATE LEGE SESSION.

OBVIOUSLY AS YOU STATED LR GOING TO BE OTHER EMERGING BILLS THAT WILL ARISE, HOWEVER, I BELIEVE STRONGLY THAT DURING THE WORK THAT YOU WILL BE DOING DURING THE INTERIM SESSION THAT THE COALITION OF GROUPS THAT ASSISTED US AND GROW THAT EVEN FURTHER WILL BE MUCH MORE BETTER PREPARED DURING THE SESSION IN ANTICIPATION OF SOME OF THOSE BILLS THAT WILL BE LOOKED AT FOR SURE AND REFILED DURING THE NEW

SESSION IN 2027. >> VIAGRAN: PART OF THIS IS BECAUSE I SAW IT ON INTERGOVERNMENTAL RELATIONS LAST YEAR. AND AS WE LOOK AT SLIDE 3 IN OUR OUTREACH AND OUR EVALUATION OF VOTING MEMBERS, I THINK -- I WANT TO HAVE MORE OF A CONVERSATION THERE BECAUSE I THINK WHAT WE NEED TO DO IS WE NEED TO THINK ABOUT REGIONS AND AREAS THAT MAYBE ARE NOT CLOSE TO US, BUT WE HAVE SOME THINGS IN COMMON WHERE WE CAN GET HELP WITH OUR LEGISLATIVE AGENDA FOR THE STATE. SO I THINK -- I THINK WE MAY NEED SOME EYES THAT HAVE AN UNDERSTANDING OF WHAT'S GOING ON IN -- AND WHAT THE CHANGES ARE COMING.

WE KNOW THAT AFTER NOVEMBER THE TEXAS SENATE AND THE TEXAS HOUSE MAY LOOK VERY DIFFERENT. SO HOW ARE WE WORKING TO -- WITH COMMITTEE MEMBERS TO MOVE FORWARD OUR LEGISLATIVE AGENDA AND REALLY PROTECT THE LOCAL CONTROL AND

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AND LET'S BE HONEST, THAT, YOU KNOW, OUR -- YOU KNOW, OUR STATE HAS A ROLE, BUT ARE WE BEING TRULY LISTENED TO AT OTHER LEVELS OF GOVERNMENT? AND I DON'T KNOW NECESSARILY THAT -- IF THAT IS THE CASE, THAT EVEN OUR GOVERNOR IS BEING HEARD IN SOME OF HIS CONCERNS IN TRYING TO MOVE THE STATE FORWARD.

SO I THINK WE NEED TO KIND OF LOOK AT THAT AS WE LOOK AT WHAT'S GOING TO COME FORWARD WITH THE STATE. AND WE KNOW NOW, WE SEE THAT CLEARLY THAT TEXAS' ECONOMY IS FEELING THAT. AND WHILE SAN ANTONIO TRADITIONALLY HAS BEEN ABLE TO KIND OF SIT ON A LITTLE ISLAND AND TAKE CARE OF THEMSELVES WITH THEIR -- WITH OUR INDUSTRIES AND OUR GROWTH AND OUR WORK ETHIC, I DON'T KNOW THAT THAT'S GOING TO BE THE CASE ANYMORE AND WE NEED TO REALLY BE STRATEGIC AS WE MOVE FORWARD AND LOOK AT THE REGIONS BOTH TO THE NORTH AND THE SOUTH. SO THE I WANT TO MAKE SURE THAT WE HAVE THE RIGHT TEAM AND WE'RE DOING ENOUGH OUTREACH THAT WE GET -- OF THOSE FIVE THAT WE GET SOMEBODY THAT KNOWS SOME OF THE -- SOME OF THE MEMBERS THAT I THINK ARE GOING TO BE NEW COMING AFTER THE NOVEMBER ELECTION.

SO THAT'S JUST MY THOUGHTS, BUT THANK YOU FOR THE PRESENTATION.

YOU KNOW, I'M -- IT'S GOING TO BLINK AND WE'RE GOING TO BE IN SESSION, AND SO I LOOK FORWARD TO HEARING FROM MY OTHER COMMITTEE MEMBERS. COUNCIL MEMBER WHYTE.

>> WHYTE: THANK YOU, CHAIR. I'LL BEGIN BY SAYING THAT I THINK THAT THE FOLKS THAT WE HAVE BEEN USING, AT LEAST SINCE I'VE BEEN HERE, ARE GREAT. THEY ARE THE BEST OF THE BEST AND REALLY APPRECIATE ALL OF THE WORK THAT THEY HAVE DONE FOR US HERE. I CAN'T LET THIS GO BY WITHOUT REITERATING SOME OF MY COMMENTS FROM LAST YEAR. I HAVE AN ISSUE WITH TAXPAYER-FUNDED LOBBY, AND I'LL TELL YOU WHY. WE HAD A GOOD EXAMPLE OF IT I THINK LAST YEAR. I MEAN, THE QUESTION HERE IS WHEN WE'RE SPENDING TAXPAYERS' MONEY TO HAVE FOLKS GO UP TO AUSTIN AND ARGUE FOR OR AGAINST A PARTICULAR PIECE OF LEGISLATION, ARE THE PEOPLE ACTUALLY BEING REPRESENTED? ARE THEIR INTERESTS BEING REPRESENTED? AND ONE EXAMPLE THAT WE CAME ACROSS LAST YEAR WAS WITH THE EXEMPTION, THE TAX EXEMPTION FOR BUSINESSES, PERSONAL PROPERTY THAT THEY USE TO RUN THEIR BUSINESS. AND WE HAD A B SESSION, I THINK IT WAS, WHERE WE SORT OF LEARNED, I GUESS, FOR THE FIRST TIME THAT IT WAS A BILL THAT THE CITY WAS OPPOSING, I BELIEVE. AND THE REASON WE WERE TOLD THAT WE WERE OPPOSING IT WAS BECAUSE IN THE GENERAL LANGUAGE OF OUR LEGISLATIVE POLICY HERE, IT SAYS -- AND I KNOW JEFF IS HERE SO YOU CAN CORRECT ME IF I'M WRONG, BUT I THINK IN THE GENERAL POLICY IT SAID THAT WE WOULD OPPOSE BILLS THAT WOULD HAVE A NEGATIVE IMPACT ON CITY REVENUE. AND SO BECAUSE THIS BUSINESS PERSONAL PROPERTY EXEMPTION, IF IT WENT THROUGH THE LEGISLATURE, WOULD NEGATIVELY IMPACT REVENUE COMING INTO THE CITY, OUR FOLKS WERE OPPOSING IT.

IN MY OPINION THAT WAS A GOOD BILL. I MEAN, TO HELP SMALL BUSINESSES GET SOME MONETARY RELIEF ON THE EQUIPMENT THAT THEY USE TO MAKE A LIVING TO ME IS GOOD POLICY. SO I DON'T FEEL THAT THE TAXPAYERS WERE BEING REALLY REPRESENTED THERE IN A WAY I THINK THAT THEY WOULD WANT. I THINK MOST OF THE PUBLIC WOULD AGREE THAT AN EXEMPTION FOR BUSINESSES, TAX EXEMPTION, WOULD BE A GOOD IDEA. AND I THINK THAT THE MAJORITY OF THIS CITY

COUNCIL LAST YEAR -- >> VIAGRAN: LET'S STAY ON TOPIC, WHICH IS THE ITEM HERE, BEFORE WE START THROWING IN THIS NEW CITY COUNCIL ON WHAT THEY WANT OR DON'T WANT. LET'S ADDRESS THE -- THIS BRIEFING FOR THE

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SOLICITATION AND STAY ON THAT. >> WHYTE: I'M GOING TO BRING IT BACK IF YOU WILL JUST ALLOW ME ONE OR TWO MORE SENTENCES.

I WAS JUST GOING TO SAY THAT I THINK THAT CITY COUNCIL LAST YEAR WOULD HAVE BEEN FOR THAT BILL. SO I SAY ALL OF THAT TO SAY THAT IF WE ARE GOING TO CONTINUE DOWN THIS ROAD AND ISSUE CONTRACTS LIKE THIS AND USE THOSE LOBBYISTS, WHAT I WOULD LIKE TO SEE IS BETTER COMMUNICATION AT THE OUTSET BETWEEN OUR TEAM AND COUNCIL IN TERMS OF WHAT OUR POLICY IS AND WHAT SORT OF BILLS WE'RE GOING TO BE FOR OR AGAINST BEFORE WE START HAVING OUR PAID FOLKS GO UP TO AUSTIN AND DO THEIR WORK.

I DON'T KNOW IF WE NEED A B SESSION WITH COUNCIL SO THAT WE REALLY GO OVER THAT.

MAYBE NOT JUST IGR BECAUSE MAYBE IT'S TOO SMALL, BUT A FULL B SESSION TO TALK ABOUT WHAT OUR OVERALL POLICY SHOULD BE AND WHAT WE'RE LOOKING FOR OUT OF THE NEXT LEGISLATION SESSION. SO THANK YOU, CHAIR, FOR LETTING ME FINISH ON THAT.

IN TERMS OF QUESTIONS, I GUESS THE CONTRACT WOULD START OCTOBER OF THIS YEAR

AND THEN RUN FOR TWO YEARS, SMART? >> THAT'S CORRECT,

COUNCILMAN. >> WHYTE: AND IT'S $400,000 TOTAL TO BE SPLIT

UP BETWEEN THE FIVE FIRMS? >> UP TO FIVE TERMS AND THAT WOULD BE THE MAXIMUM.

THAT'S THE CEILING. THE 400,000 APPROXIMATER YEAR IS THE MAXIMUM.

WHITE WHITE SO THE REASON IT SAYS 1.6 TOTAL, THAT'S IF THE EXTENSION IS GRANTED.

>> BY CITY COUNCIL FOR THE SECOND TWO-YEAR TERM. >> WHYTE: GOT IT.

OKAY. I'M OUT OF TIME. >> VIAGRAN: YOU CAN CHIME IN AGAIN. I DO WANT TO HEAR FROM OUR TWO MEMBERS IF THEY WOULD LIKE TO CHIME IN. AND THEN JEFF OR SALLY, IF YOU COULD JUST TELL US, SO OUR INITIAL PROCESS IS THE BRIEFING ABOUT SO HOW WE GO THROUGH THE PROCESS.

THIS IS FOR YOU TO CHIME IN AND SAY THIS IS WHAT WE'RE LOOKING FOR IN LOBBYISTS, WE DON'T WANT YOU TO SPEND THAT MUCH, THINGS LIKE THAT. BUT WHAT THE THREE OF US WILL DO IS WE'LL HAVE OTHER CONVERSATIONS. NOW, IF YOU HAVE RECOMMENDATIONS THAT WE TAKE IN AUDIT, THIS IS WHAT WE ASKED FOR, THAT'S WHAT I DO IS I'LL SAY IN AUDIT THEY ASKED FOR THIS KIND OF REPRESENTATION, THEY ASKED FOR THIS KIND OF PRICE RANGE AS WE DO THAT. I WANT YOU TO FEEL THAT EVEN THOUGH YOU WILL NOT BE PART OF THE CONVERSATIONS THAT JEFF IS GOING TO -- SALLY, YOU COULD TELL US AND I KNOW WE DO THAT. WE HAVE A B SESSION WITH THE ENTIRE COUNCIL AND THEN WE HAVE A SESSION TO ADOPT IT, BUT YOUR ROLE HERE AND THIS IS THE BRIEFING, IS TO TELL US OF THESE LOBBYISTS, WHAT DO YOU WANT TO SEE? YOU DON'T WANT TO SUSPEND THAT MUCH. YOU DO WANT TO US TO SPEND THAT MUCH. DO THEY HAVE EXPERIENCE IN LOCAL CONTROL? SO I WANT Y'ALL TO FEEL FREE TO KIND OF CHIME IN THAT WAY TOO ON THIS ISSUE BECAUSE THIS IS YOUR OPPORTUNITY AS COMMITTEE MEMBERS TO DO THAT.

DOES ANYONE WANT TO ASK QUESTIONS? COUNCILWOMAN MEZA GONZÁLEZ?

MEMBER PACHECO. >> BASED ON YOUR FEEDBACK, IT DOES LOOK LIKE WE'VE HAD

THE SERVICES IN PREVIOUS YEARS, IS THAT CORRECT? >> THAT IS CORRECT.

CURRENTLY THE STATE LEGISLATIVE CONTRACTS, THEY EXPIRED MAY OF 2025 AFTER THAT STATE LEGISLATIVE SESSION, SO CURRENTLY WE DON'T HAVE THEM.

BUT YES, WE'VE HAD STATE CONTRACTS EVERY YEAR. >> PERFECT, THANK YOU.

SO CHAIR WOMAN, TO YOUR GUIDANCE AND ADVICE, I WOULD WANT TO KNOW FOR THE PREVIOUS YEARS, WHAT IS THE ROI AND IS THIS A GOOD INVESTMENT FOR THE CITY?

>> VIAGRAN: GOT THAT, SALLY. >> ABSOLUTELY, COUNCIL MEMBER. I WILL ANSWER THAT OUR BUDGET BOOK INCLUDES AT LEAST THREE PERFORMANCE MEASURES. THESE CONSULTANTS IN AUSTIN ARE AN EXTENSION OF THE GOVERNMENT AFFAIRS TEAM, SO WHAT WE ARE HELD ACCOUNTABLE FOR THOSE PERFORMANCE MEASURES, THERE'S AN EXTENSION OF US AND THOSE PERFORMANCE MEASURES ARE INCLUDED IN THE CITY'S ANNUAL BUDGET BOOK, SO I CAN

PROVIDE THOSE AS WELL. >> VIAGRAN: GREAT. MEMBER TAINO.

>> TAN DANIEL, YOU STOLE MY QUESTION. THAT'S GREAT.

I WANTED TO IDEA WHAT YOU'RE ADJUDICATING THESE FOLKS AGAINST FOR ROI LAST YEAR COMPARED TO THIS YEAR. I THINK WE HIT THAT A LITTLE BIT THERE, BUT WHAT ARE SOME OF YOUR -- I KNOW YOU CAN'T GO TOO DEEP, BUT SOME OF THE METHODOLOGY AND FORECAST OF WHAT THE LANDSCAPE IS GOING TO LOOK LIKE? WHAT DOES THAT LOOK LIKE

BEHIND THE SCENES FROM YOUR SIDE? >> SUTTLE.

I'LL SPEAK TO WHAT I CAN SHARE. AS I MENTIONED TO THE CHAIR WOMAN, WE'RE CURRENTLY DOING A LOT OF OUTREACH AND ENGAGEMENT OF COMMUNITY

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THE ONE OF THE NEW PIECES THAT WE'RE LEANING IN A LOT DURING THIS INTERIM SESSION IS ENGAGING SMALLER JURISDICTIONS AROUND SAN ANTONIO.

WE'VE HEARD LOUD AND CLEAR FROM THE CHAIR WOMAN AND OTHER CITY COUNCILMEMBERS COALITION EFFORTS ARE REALLY IMPORTANT DURING THE STATE LEGE SESSION, SO THE SMALL COUNTIES, BEXAR COUNTY, IS COMPRISED OF COURSE OF VARIOUS SMALLER COUNTIES AROUND OUR MSA, SO WE'RE WORKING WITH THOSE PARTNERS WHO WORK CLOSELY, LIKE THE SAN ANTONIO RIVER AUTHORITY, FOR EXAMPLE, THEIR FOOTPRINT IS MUCH LARGER, SO WE'RE WORKING WITH THE COMMUNITY PARTNERS TO ENGAGE THE SMALLER JURISDICTIONS AROUND BEXAR COUNTY. AACOG IS ANOTHER GREAT EXAMPLE.

THEIR FOOTPRINT IS MUCH LARGER THAN BEXAR COUNTY. AND WITH THE TEXAS MUNICIPAL LEAGUE IT'S A TRADE ORGANIZATION THAT SUPPORTS CITIES ACROSS THE STATE.

WE ARE WORKING VERY CLOSELY WITH THEM AND THEY ARE DOING A LOT OF ENGAGEMENT OF SMALLER LOCAL GOVERNMENTS, CITIES ACROSS THE STATE, TO BE ABLE TO BUILD THAT COALITION EFFORT. COUNCILWOMAN MENTIONED IDENTIFYING THE BILLS THAT CURRENTLY WE HAVE ON A LIST THAT WE KNOW WERE POTENTIALLY DETRIMENTAL.

A LOT OF THEM PASSED BUT A LOT IS NOT PASS IN THE STATE SESSION OF 2025, BUT WE KNOW THEY WILL LIKELY BE REFILED IN ITS ORIGINAL FORM OR SOMETHING VERY SIMILAR.

SO WE HAVE A VERY GOOD FORECAST TO DETERMINE WHAT WILL BE COMING BACK.

AND THEN, OF COURSE, WE DON'T HAVE A KRYSTAL BALL, BUT WE KNOW THE ISSUES SURROUNDING VERY PARTICULAR PRIORITY ITEMS FOR ANY LEADERSHIP OR KEY MEMBERS WITHIN THE STATE THAT WE KNOW HAVE PRIORITY ITEMS THAT WILL BE RETURNING AND REFILED. HOPEFULLY THAT ANSWERS YOUR QUESTIONS.

>> VIAGRAN: ALL RIGHT. COUNCILWOMAN MEZA GONZÁLEZ. >> GONZÁLEZ: THANK YOU.

JUST SOME QUESTIONS ON THE FIVE FIRMS. ARE THEY SPECIFIC TO ANY AREAS? HOW DO THEY BREAK UP THEIR TIME OR FOCUS?

>> THAT'S A GREAT QUESTION, COUNCILWOMAN. IT DEPENDS HOW MANY RESPONDENTS WILL SUBMIT FOR THIS SOLICITATION. PART OF THE SCOPE OF WORK AND WHAT WE'RE LOOKING AT IS THEIR EXPERIENCE, THEIR QUALIFICATIONS AND THEIR KNOWLEDGE WORKING WITH LOCAL GOVERNMENT ENTITIES, LIKE THE CITY OF SAN ANTONIO.

SO WE'RE GOING TO REQUEST AS PART OF THE RFQ FOR THEM TO SHARE WHAT TYPE OF EXPERIENCE THEY HAVE, THE BEVERAGE THAT THEY HAVE, THEIR ABILITY TO BE ABLE TO HELP US EXECUTE WHAT WILL HAVE BY THEN THE CITY APPROVED LEGISLATIVE PROGRAM. SO WE WILL BE LOOKING AT ALL OF THAT BECAUSE WE ALREADY KNOW THAT WE'LL HAVE VERY SPECIFIC NEEDS AND VERY SPECIFIC PRIORITY RELATIONSHIPS WITH KEY MEMBERS ARE VERY IMPORTANT. WE WORK CLOSELY WITH OUR STATE DELEGATION MEMBERS, BUT MANY OF THE KEY MAYOR MANSHIPS ARE FROM MEMBERS ALL OVER THE STATE, SO INDIVIDUALS THAT WILL BE SUBMITTING FOR THE SOLICITATION WILL BE LOOKING FOR THEIR REACH AND THEIR COMMUNICATION WITH VERY KEY MEMBERS ACROSS THE STATE LANDSCAPE, ACROSS THE STATE, NOT JUST FOR SAN ANTONIO OR BEXAR COUNTY. AND THEN THEIR KNOWLEDGE OF CURRENT ISSUES MENTIONING THE FORECAST WILL BE LOOKING FOR THAT AS WELL SO THAT WE CAN BE INFORMED.

AND LIKE I SAID, I CAN'T REITERATE HOW IMPORTANT IT IS TO UNDERSTAND THAT THESE TEAMS ARE AN EXTENSION OF THE GOVERNMENT AFFAIRS TEAM AND MYSELF AND TWO OTHER STAFF MEMBERS, THERE'S THREE OF US UP IN AUSTIN, SO HAVING ADDITIONAL MEMBERS OF OUR TEAM ASSIST US TO EXECUTE AND PROTECT YOUR ABILITY TO MAKE LOCAL DECISIONS DURING THE LEGISLATURE AND YEAR-ROUND, EVEN WHEN THE LEGE IS NOT HAPPENING, IS PART OF THE PROTECTION OF COMMUNITY INTERESTS OF THIS

COUNCIL-APPROVED PROGRAM. >> GONZÁLEZ: DID WE HAVE FIVE FIRMS LAST SESSION?

>> WE DID HAVE FIVE FIRMS LAST SESSION, YES. SO IT'S KIND OF AN ARBITRARY NUMBER BECAUSE THERE ARE SO MANY FORMS OF FIRMS OUT THERE.

THERE COULD BE A FIRM THAT COULD BE A FULL SERVICE FIRM FOR LACK OF A BETTER DESCRIPTION THAT COULD HAVE ALL THE AREAS ENCOMPASSED WITHIN THEIR DIVISIONS AND THEIR BEVERAGE THAT COULD COVER ALL THE NEEDS OF THE COMMUNITY OF THE CITY OF SAN ANTONIO COUNCIL AND THE PROGRAM, AND THERE COULD BE THE NEED WHERE THERE WILL BE MULTIPLE FIRMS REQUIRED DEPENDING ON THE NEEDS OF THE COMMUNITY AND [INDISCERNIBLE] WORK. SO IT REMAINS TO BE SEEN. WE'RE AIMING UP TO FIVE POTENTIALLY BECAUSE THAT'S WHAT WE HAD IN THE LAST ROUND.

>> YEAH. I JUST ASK THAT YOUR EVALUATION COMMITTEE REALLY MAKES UP FOLKS THAT -- I'VE HAD PREVIOUS EXPERIENCE RUNNING GOVERNMENT AFFAIRS DEPARTMENTS. I SEE A FEW HAVE, BUT ALSO A FEW HAVEN'T, BUT I JUST WANT TO MAKE SURE THAT THAT -- WE KNOW THE STATE LEGE, IT ALL COMES PRETTY FAST, AND

[00:35:04]

>> WE DO NOT, NO. >> GONZÁLEZ: THANK YOU SO MUCH.

>> VIAGRAN: COUNCILMAN WHYTE. >> WHYTE: I JUST WANT TO MAKE SURE I'M CLEAR. YOU DO AMAZING WORK AND THIS IS NOT A CRITICISM AT ALL OF YOUR WORK. AGAIN, WHEN WE'RE SPENDING TAXPAYER MONEY, I THINK WE NEED TO BE REALLY CLEAR AND TRANSPARENT ON HOW IT'S BEING SPENT, AND THAT PARTICULAR BILL ON THE SMALL BUSINESS TAX EXEMPTION, AGAIN, I THINK THAT'S SOMETHING THAT WOULD HAVE HAD A LOT OF FAVOR IN THE COMMUNITY AND HERE, YET WE SPENT TAXPAYER DOLLARS AT LEAST FOR SOME PERIOD OF TIME THAT MAYBE EITHER WE WERE AGAINST IT OR WE DIDN'T SUPPORT THE BILL. SO I JUST WANT TO MAKE SURE THAT WE HAVE A CLEAR PROCESS AND PROGRAM AS WE MOVE FORWARD INTO THE NEXT

SESSION. THANKS, CHAIR. >> VIAGRAN: YES.

JEFF? >> EVERYTHING YOU SAID, COUNCILMAN, IS FACTUAL.

LET ME SAY THAT. WE'RE BLENDING A COUPLE OF THINGS HERE, WHICH IS SELECTING THE CONSULTANTS THAT WE USE AS AN EXTENSION OF OUR STAFF AND WHAT OUR POSITIONS ARE AS AN ORGANIZATION IN OUR STATE PROGRAM.

THERE WAS LANGUAGE LAST LEGISLATIVE SESSION TO OPPOSE BILLS THAT ERODED OR REDUCED REVENUE TO THE CITY ORGANIZATION. SO THAT WAS THE COUNCIL-APPROVED POSITION THAT WE TOOK WHEN THAT PERSONAL PROPERTY TAX EXEMPTION BILL CAME UP. ULTIMATELY THERE WAS A DISCUSSION HERE AT SEVERAL COUNCIL MEETINGS AND SOME QUESTION AS TO WHETHER WE SHOULD BACK OFF THAT GIVEN THE BENEFIT TO SMALL BUSINESS OWNERS, AND ULTIMATELY WE DID.

SO I WOULD ARGUE THAT PROCESS WORKED CORRECTLY, BUT THE REASON I STOOD UP, THE ONE THING I WANT TO MAKE CLEAR IS THAT WAS NOT A LOBBY CONSULTANT ISSUE AT ALL. WE DIDN'T SEND LOBBYISTS UP THERE TO GO TWIST ARMS AND KILL THAT BILL. WE SIMPLY AS A CITY STAFF REGISTERED THE CITY ORGANIZATION'S POSITIONS AT THE HEARING AND THEN ULTIMATELY TOOK FEEDBACK FROM YOU THAT CAUSED US TO ADJUST AS THE SESSION WENT ON.

>> WHYTE: IF YOU FOR THAT CLARIFICATION. AND CHAIR, I KNOW I'VE SORT OF CONFLATED THE TWO ISSUES OF SELECTING THE FOLKS AND THEN THE BIGGER ISSUE, BUT I DID WANT TO TAKE THE OPPORTUNITY TO BRING IT UP, AND I APPRECIATE THAT.

>> VIAGRAN: MEMBER TAINO? >> ONE LAST THING FOR SALLY. BACK TO LIKE YOUR TECHNIQUE AND METHODOLOGY. DOES YOUR OFFICE PUT TOGETHER LIKE AN ENVIRONMENTAL SCAN OF THAT POLITICAL LANDSCAPE THAT THIS COMMITTEE SHOULD BE AWARE OF? I DON'T KNOW IF YOU HAVE IT INTERNALLY THAT IS ACCESSIBLE IN TERMS OF KIND OF THE LANDSCAPE YOU'RE USING TO SELECT THE

LOBBYISTS? >> SO WE NORMALLY STICK TO THE SCOPE OF WORK AND THERE'S ITEMS ON THERE THAT WE'LL UTILIZE TO GUIDE THE REVIEW OF THE SOLICITATION.

THE POLITICAL LANDSCAPE IS A TRICKY THING TO TALK ABOUT AND/OR DOCUMENT, BUT WE DID DURING THE STATE LEGISLATIVE SESSION AND LEADING UP TO IT I PROVIDED REGULAR CADENCE OF CITY COUNCIL A SESSION BRIEFINGS. SO I THINK I WAS COMING TO CITY COUNCIL AT LEAST TWICE A MONTH, EVERY TWO WEEKS REGULAR CADENCE, PROVIDING THE UPDATES REGARDING THE UPDATES RELATED TO THE STATE LEGISLATIVE PROGRAM, POSITIONS WE WERE TAKING. ADDITIONALLY AT THE REQUEST OF COUNCILMAN WHYTE WE POSTED A REPORT TRACKER ON THE CITY'S WEBSITE THAT DEMONSTRATES THE VARIOUS BILLS THAT THE CITY HELD POSITIONS ON. AND AGAIN, THOSE POSITIONS AS JEFF SHARED, ARE A REFLECTION OF OUR MARCHING ORDERS FROM THE CITY

COUNCIL-APPROVED STATE LEGISLATIVE PROGRAM. >> IS THAT DOCUMENT

AVAILABLE TO THE PUBLIC? >> ABSOLUTELY. IT'S ACTUALLY -- AND WE CAN SHARE A LINK TO THE DASHBOARD. THE COUNCILMAN MENTIONED ENSURING THAT WE HAVE A TRANSPARENT PROCESS, AND I'M VERY PROUD THAT WE DO.

THANKS TO HIS REQUEST, WE HAVE THE DASHBOARD AND WE HAVE THE REPRESENTATION SERVICES CONTRACTS GOING BACK 15 YEARS ON THE GOVERNMENT AFFAIRS WEBSITE, SO THOSE ARE POSTED AS WELL FOR THE PUBLIC AND THE COMMUNITY TO BE ABLE TO SEE WHO REPRESENTS THE CITY AND THE COMMUNITY DURING THE STATE LEGISLATIVE SESSION AND OTHER TIMES DURING THE YEAR. SO WE DO HAVE A VERY TRANSPARENT PROCESS, AND I'M VERY PROUD THAT WE ARE ABLE TO, YOU KNOW, MAINTAIN THAT REGULAR CADENCE OF UPDATES TO THE CITY COUNCIL DURING THIS SESSION AND LEADING UP TO THE SESSION. AND I HAD A TIMELINE UP HERE IF I MAY, CHAIR WOMAN, A BACKUP SLIDE THAT MY TEAM PUT TOGETHER, SO CURRENTLY RIGHT NOW DURING THE FEBRUARY AND APRIL TIME FRAME WE ARE DEVELOPING THE PROGRAM DEVELOPMENT TO

[00:40:04]

THIS IS THE STATE PROGRAM DEVELOPMENT. SO WE ARE ENGAGING STAKEHOLDERS, DEPARTMENT HEADS, FOR A RECOMMENDED PROGRAM THAT WE WILL PRESENT TO THE CITY COUNCIL DURING THE DURATION OF MAY AND JUNE. WE WILL HAVE INDIVIDUAL MEETINGS WITH OUR COUNCIL MEMBERS TO GARNER FEEDBACK FROM THEM ON WHAT THE CITIES AND COMMUNITY, AND THAT WILL HELP BUILD THE ULTIMATE PROGRAM THAT WILL GO TO COUNCIL. AND I WILL BE BACK TO THE AUDIT COMMITTEE ON THE PROCUREMENT SIDE OF THINGS. BUT IN THE SEPTEMBER-OCTOBER TIME FRAME, I WILL GO BACK TO COUNCIL TO PRESENT THE STATE RECOMMENDED PROGRAM WITH THE FEEDBACK OF OUR

COUNCIL. >> EXCELLENT. THANK YOU, SALLY.

>> WHYTE: JUST BRIEFLY, I WANT TO SAY THANK YOU TOO BECAUSE THERE WERE A COUPLE OF OCCASIONS WHERE A COUPLE OF US WENT UP TO AUSTIN TO TESTIFY ON VARIOUS BILLS, AND YOUR TEAM AS WELL AS THE FOLKS THAT WE USE EXTERNALLY, MADE IT VERY, VERY EASY AND MADE IT A SEAMLESS PROCESS TO GET UP THERE AND DO THAT.

>> THANK YOU, COUNCILMAN. I'LL SHARE THAT WITH MY TEAM.

THEY'LL APPRECIATE THAT. >> VIAGRAN: AND I JUST WANT TO END WITH AS WE GET BACK TO THE SOLICITATION REQUIREMENTS AND WHAT THEY'RE GOING TO BRING FORWARD IS THERE'S A LOT OF TECHNOLOGY OUT THERE, THERE'S A LOT OF APPS OR PROGRAMS THAT PEOPLE ARE SAYING THIS WILL GIVE US THE ANSWER, THIS WILL DO THAT.

SO I REALLY WANT THE TEAM TO BE -- REALLY SEE WHAT WORKS AND MAKE THE OPPORTUNITY AS WE MOVE TO NLC TO SEE WHAT THE SMALLER COMMUNITIES ARE USING.

BECAUSE IF WE GET A FIRM THAT SAYS THIS WORKS AND WE GET CONFIRMATION THAT IT WORKED IN ANOTHER MUNICIPALITY, MAYBE THAT HELPS EDGE IT OUT.

I'M HOPING IT WILL BE A VERY COMPETITIVE PROCESS WITH THE --Y FOR THIS.

BECAUSE WE DO WANT THE BEST TEAM UP THERE TO MAKE SURE, BECAUSE THE PRIORITY FOR ME IS MOVING THIS CITY FORWARD. AND THAT'S DONE WELL WITH LOCAL CONTROL.

SO THANK YOU FOR YOUR EFFORTS. THIS ITEM WAS FOR BRIEFING ONLY. SO WE'LL MOVE ON TO ITEM NUMBER 5.

MADAM CLERK, PLEASE READ THE CAPTION. >> ITEM NUMBER 5 IS A BRIEFING ON THE RELEASE OF A SOLICITATION FOR ONE CONTRACT TO PROVIDE THE SAN ANTONIO POLICE DEPARTMENT WITH TEXT COOLING LABORATORY SERVICES REQUIRED TO SUPPORT THE TESTING AND ANALYSIS OF ALL SAMPLES FOR AN ESTIMATED TOTAL VALUE OF $5,600,000 FOR THREE YEARS WITH TWO ONE-YEAR OPTIONS TO RENEW.

>> VIAGRAN: ALL RIGHT. THE FLOOR IS YOURS. >> THANK YOU, CHAIR AND GOOD MORNING, CHAIR AND COMMITTEE MEMBER. MY NAME IS RICK RILEY, THE ASSISTANT DIRECTOR FOR THE CITY OF SAN ANTONIO POLICE DEPARTMENT.

TODAY I WILL PRESENT A PRE-SOLICITATION BRIEFING ON TOXICOLOGY LABORATORY SERVICES. SAPD IS REQUESTING TO ISSUE A REQUEST FOR PROPOSAL FOR A SINGLE AGENCY TO PROVIDE TOXICOLOGY LABORATORY SERVICES TO THE DEPARTMENT.

THESE SERVICES SUPPORT THE TESTING AND ANALYSIS OF BLOOD SAMPLES FROM ARRESTS RELATED TO D.W.I., DUI, INTOXICATION MANSLAUGHTER AND INTOXICATION ASSAULT.

PREVIOUSLY THIS CONTRACT WAS PROVIDED BY DPS. THEY WERE NOTIFIED BY DPS LAST AUGUST THAT THEY WOULD NOT RENEW, THUS WE NEED TO GO OUT FOR REQUEST FOR PROPOSAL. THE PROPOSED TERM AS YOU WILL SEE IS A THREE YEAR OVER THE FIVE-YEAR POTENTIAL OF THE CONTRACT. AND THE CURRENT CONTRACT THAT WE HAVE EXPIRES IN SEPTEMBER OF 2026. YOU'LL SEE THERE THE ONE NIGP CODE USED TO IDENTIFY VENDORS IS LISTED ON THE SLIDE, AND THAT'S THE ALCOHOL AND DRUG TESTING SERVICES. THERE WERE 64 VENDORS IN THE CITY'S CENTRAL REGISTRY THAT CAN PROVIDE THESE SERVICES. ADVERTISEMENT THROUGH THE NORMAL CHANNELS OF TVSA, THE COSA BIDDING AND CONTRACTING WEBSITE, HEARTBEAT AND SAVES. OUR EVALUATION VOTING MEMBERS INCLUDE THE DEPUTY CITY MANAGER, THREE MEMBERS FROM THE SAN ANTONIO POLICE DEPARTMENT, ASSISTANT CHIEF JESSE SAL MAY, WHO HEADS THE OPERATION SUPPORT BUREAU. DEPARTMENT CHIEF SUAREZ WHO HEADS THE INVESTIGATION DIVISION, MYSELF, AND ONE ATTORNEY FROM THE DISTRICT ATTORNEY'S OFFICE, EMILY, AND SHE IS IN CHARGE OF INTAKE AND GRAND JURY DIVISION FOR THE BEXAR COUNTY DA'S OFFICE. SUBMITTALS RECEIVED WILL BE EVALUATED AS FOLLOWS: EXPERIENCE, BACKGROUND AND QUALIFICATIONS WILL BE WORTH 35 POINTS. THE PROPOSED PLAN IS 25 POINTS.

PRICING, 15. BOTH THE SBE PRIME CONTRACT PROGRAM AND LOCAL PREFERENCE

[00:45:04]

OBVIOUSLY TODAY WITH THE PRE-SOLICITATION BRIEFING, SCHEDULED TO RELEASE THE SOLICITATION ON FRIDAY, FEBRUARY 6TH. THE PRE-SUBMITTAL CONFERENCE SCHEDULED FOR FEBRUARY 20TH. THE DATE FOR SUBMITTALS IS MARCH 23RD.

SO ROUGHLY A LITTLE OVER SIX WEEKS THAT IT WILL BE OPEN. THE EVALUATION COMMITTEE PLANS TO HAVE ITS JOB DONE BY APRIL 20TH. THE POST SOLICITATION BRIEFING BACK HERE AT AUDIT WILL BE MAY 6TH. HOPEFULLY TO CITY COUNCIL FOR CONSIDERATION OF THE CONTRACT ON JUNE 18TH. AND THEN A CONTRACT START DATE OF OCTOBER 1ST OF 2026. AND THAT COMPLETES MY BRIEFING. I'M AVAILABLE FOR QUESTIONS THAT YOU MAY HAVE.

>> VIAGRAN: I HAVE ONE QUESTION. SO THIS IS GOING TO BE SEPARATE. THIS IS JUST FOR OUR POLICE. THIS -- WE CAN'T -- I'M THINKING ABOUT THE BUDGET. WE CAN'T DO IT WITH THE DRUG TESTING THAT THE CITY DOES

FOR THEIR EMPLOYEES. >> THAT'S CORRECT. >> VIAGRAN: IT HAS TO BE

TWO DIFFERENT CONTRACTS. >> YES. BECAUSE THIS IS EVIDENCE THAT REQUIRES EXPERT TESTIMONY, THOSE TYPES OF THINGS.

YOU WILL SEE THE CENTRAL VENDOR REGISTRY WITH 64. THOSE ARE PEOPLE THAT DO TESTING, BUT THEY DON'T DO THE SPECIFIC TESTING TO GO IN FRONT OF A COURT AND

TESTIFY TO THE RESULTS. >> VIAGRAN: ALL RIGHT. BECAUSE I WAS THINKING MAYBE WE CAN GET A DISCOUNT. BUT -- THANK YOU FOR CLARIFYING THAT AND I WANT TO MAKE SURE WE TAKE THAT OUT TO OUR BUSINESSES THAT MAY BE ARE LOOKING TO LEVEL UP AND GET TO THAT LEVEL. MAYBE NOT THIS YEAR, BUT IN THE FUTURE WHAT CAN THEY -- IF THEY'RE LOCAL AND THEY'RE SAN ANTONIO, WHAT CAN THEY DO TO WIN THIS CONTRACT? BECAUSE IT'S NECESSARY AND IT'S NEEDED AND NOW WE HAVE THE OPPORTUNITY TO DO IT HERE. SO THANK YOU. DO ANY OF MY COMMITTEE

MEMBERS HAVE QUESTIONS? COUNCILMAN WHYTE. >> WHYTE: WE'RE DOING A SINGLE VENDOR FOR THE TOXICOLOGY SERVICES. WHY THAT AS OPPOSED TO

MULTIPLE VENDORS? >> SO THAT VENDOR PROVIDES BOTH THE COLLECTION IS DONE AT THE MUNICIPAL DETENTION CENTER, AND THEN THAT TESTING GOES TO THAT VENDOR FOR CHAIN OF CUSTODY. AND THE DA DOES NOT LIKE MULTIPLE VENDORS PROVIDING THAT FOR CHAIN OF CUSTODY, FOR TESTIMONY PURPOSES, THAT TYPE OF THING, COUNCIL

MEMBER. >> WHYTE: GOT IT. THANKS, CHAIR.

>> VIAGRAN: ANY OTHER QUESTIONS? >> CAN YOU PLEASE TALK TO I GUESS THE EVALUATION CRITERIA PIECE AS TO THE EXPERIENCE BEING 35 POINTS AND PROPOSED PLAN 25 POINTS? JUST THE THINKING BEHIND THAT BREAKDOWN?

>> THE EXPERIENCE IS HAVE YOU DONE THIS BEFORE? THERE ARE ROUGHLY -- BEXAR COUNTY, FOR EXAMPLE, USES QUALITY FORENSICS AND THEY'VE USED THEM FOR AWHILE. THAT IS CURRENTLY WHO WE'RE USING ON AN EMERGENCY CONTRACT BASIS. SO THAT'S THE EXPERIENCE PORTION OF THAT, HAVE YOU DONE THIS BEFORE? DO YOU HAVE THE CERTIFIED TECHNICIANS TO DO IT? DO YOU HAVE THE PEOPLE THAT CAN GO IN FRONT OF A COURT AND TESTIFY AS AN EXPERT WITNESS TO DO IT? THE PROPOSED PLAN IS HOW ARE YOU GOING TO DO THAT? HOW LONG IS IT GOING TO TAKE FROM THE TIME I GIVE YOU A SAMPLE UNTIL YOU GET RESULTS BACK? WE DON'T NEED THAT BEING A PRO LOUNGED PERIOD OF TIME.

I NEED TO MAKE SURE THAT YOU HAVE THE NUMBER OF INDIVIDUALS EMPLOYED AND CERTIFIED TO KEEP THAT MOVING SO THAT WE CAN CONTINUE TO MOVER THOSE

CASES TO COMPLETION. >> THAT MAKES SENSE, THANK YOU.

IS THERE ANY SPECIAL OR UNIQUE VETTING REQUIRED FOR THIS VENDOR AS THEY EXECUTE THE SCOPE? CONSIDERING THE SENSITIVITY OF THE CHAIN OF CUSTODY

PIECE? >> YES, MA'AM. IT WILL BE IN THE STATEMENT OF WORK. ALL OF THEIR PEOPLE HAVE TO BE CERTIFIED BY THE STATE TO PROVIDE THAT TESTING AND THEN THE EXPERT WITNESS TESTIMONY IS SOMETHING THAT THE DA WILL RELY ON I CAN'T REALLY SPEAK TO THAT THAT THEY'VE USED PREVIOUSLY THAT

THEY PROBABLY FEEL COMFORTABLE WITH. >> THANKS.

>> JUST A QUICK QUESTION ON THE PROPOSED PLAN AND WHAT TRICIA WAS TALKING ABOUT.

SO WHENEVER YOU SELECT VENDORS IS THERE ANY CONSIDERATION AS TO WHAT -- WHERE THE DEVICES FOR THOSE COLLECTION -- PRETTY MUCH MEDICAL DEVICE COLLECTIONS, IF THEY'RE MATE MADE IN THE U.S. OR MADE FOREIGN. THE REASON I ASK THIS IS BECAUSE I KNOW THIS HAS BEEN NATIONAL NEWS UTILIZING AMERICAN-MADE PRODUCTS.

BOTH PRESIDENT BIDEN AND PRESIDENT TRUMP SIGNED ON FOR AMERICAN MADE DEVICES.

>> THAT WOULD PROBABLY BE A BETTER QUESTION FOR UT HEALTH.

THEY'RE THE ONES THAT PROVIDE THE COLLECTION FOR US AT THE DETENTION CENTER,

[00:50:02]

>> VIAGRAN: THANK YOU, YES. IF YOU COULD GIVE US THAT SO THAT WE COULD GET THAT OUT TO THE COMMITTEE. THANK YOU.

ARE THERE ANY OTHER QUESTIONS? IF THERE'S NOT, WE WILL MOVE ON BECAUSE THIS ITEM WAS FOR BRIEFING ONLY. ITEM NUMBER 6.

MADAM CLERK, PLEASE READ THE CAPTION. >> ITEM NUMBER 6 IS A BRIEFING ON THE RELESION OF A SOLICITATION FOR ONE CONTRACT TO PROVIDE THE CAPITAL DELIVERY DEPARTMENT WITH PLANNING AND SCHEMATIC DESIGN SERVICES FOR THE CULEBRA ROAD LOOP LOOP 410 TO FOE AN ESTIMATED $9 MILLION.

>> I HAVE TWO ITEMS IN A ROW HERE, BOTH FOR DESIGN SERVICES FOR TWO IMPORTANT PROJECTS. AND BOTH HAVE LEVERAGED FUNDING FROM GRANTS.

SO EXCITED ABOUT THESE TWO. THIS ONE IS A REQUEST FOR QUALIFICATIONS FOR DESIGN SERVICES FOR THE CULEBRA CODE PROJECT. CUE LA BRAY ROAD, AS YOU KNOW, HEAVILY DISCUSSED IMPROVEMENTS AS PART OF OUR SA FOR TOMORROW PROJECTS.

THIS IS LOCATED IN DISTRICTS FIVE, SIX AND SEVEN. WE HAVE FUNDING FROM OUR 2022 BOND, BUT WE'RE LEVERAGING CERTAINLY THAT FUNDING TO ALREADY ACCEPT THE FEDERAL HIGHWAY ADMINISTRATION FUND. SO IF YOU LOOK THERE IT'S AN RFQ. WE WANT TO PUT IT OUT ON THE STREET THIS SPRING.

ESTIMATED ABOUT $9 MILLION. AND AGAIN HAVING THE RAISE GRANT FROM THE FEDERAL HIGHWAY ADMINISTRATION, AND THERE THIS WOULD BE A NEW CONTRACT. BUT AGAIN PROVIDING THE DESIGN SERVICES FOR THIS.

SO TO GET READY FOR ANY FUTURE FUNDING TO CONSTRUCT IT.

THE OUTREACH, THERE ARE THE CODES, CIVIL ENGINEERING, STRUCTURAL AND ENVIRONMENTAL, OF COURSE, ADVERTISING, LISTED THERE A NUMBER OF VENDORS, OVER 400.

AND THERE WAS OUR PROPOSED EVALUATION MEMBERS, WHICH WAS THE CITY MANAGER'S OFFICE, CERTAINLY MY TEAM, TRANSPORTATION DEPARTMENT AND SAN ANTONIO WATER SYSTEM. SO ALL OF THOSE HAVE A SIGNIFICANT INTEREST IN THE CULEBRA REDEVELOPMENT. OUR EVALUATION CRITERIA, SIMILAR TO THE LAST ONE, CERTAINLY EXPERIENCE AND BACKGROUND QUALIFICATIONS, 35 POINTS.

THE PROJECT AND PROPOSED MANAGEMENT PLAN, 35 POINTS. AND CERTAINLY EXPERIENCE WITH OUR REGION AND PAST PERFORMANCE, 20 POINTS. SO ALL OF THOSE ARE CRITICAL FOR A SUCCESSFUL DESIGN PROCESS AS WE ENGAGE THE COMMUNITY, BUT ALSO THE TECHNICAL PORTION AND EXPERIENCE WITH OUR REGION. SOME ADDITIONAL REQUIREMENTS, JUST LIST THEM THERE, NOT REQUIRED FOR FINANCIAL STATEMENTS, LOCAL PREFERENCE NOT REQUIRED. AND VETERAN NOT APPLICABLE AND DBE NOT REQUIRED.

SO HERE'S A TIMELINE, WE WOULD LIKE TO GET THIS OUT IN FEBRUARY, CERTAINLY LATER THIS MONTH, AND AFTER TODAY, AND THEN WE WOULD SOLICIT AND TRY TO BRING BACK TO THE COMMITTEE IN AUGUST, AND THEN HAVE A SELECTION LATER IN THE SUMMER.

SO WITH THAT I'LL TAKE ANY QUESTIONS. >> VIAGRAN: I DON'T HAVE ANY QUESTIONS. I'M JUST READY FOR THIS PROJECT TO GET STARTED.

>> YES. >> VIAGRAN: BECAUSE CULEBRA ROAD IS KIND OF A MESS FOR EVERYONE. SO THANK YOU FOR THE PRESENTATION.

I LOOK FORWARD TO GETTING THIS BACK AFTER THE PROCESS AND MAKING SURE WE CAN MOVE FORWARD. AND THEN AS WE LOOK AT IT, JUST KEEPING AGAIN, KEEPING US ALL POSTED ON HOW THE PROGRESS IS COMING WITH THE DATES.

AND THAT'S THE ONE THING I WOULD WANT YOU TO CONSIDER AS WE SEND THIS OUT TO RFQ.

I DON'T KNOW IF THERE'S A -- LIKE CAN THEY GET IT DONE ON TIME? DO THEY HAVE A HISTORY OF GETTING IT DONE ON TIME? AND LOOKING BACK AT THAT.

ASKING THOSE QUESTIONS WHEN WE GET TO THE FINAL LIST FOR THIS ONE.

>> ABSOLUTELY. I'LL JUST MENTION, I PRESENTED TO THE TRANSPORTATION COMMITTEE YESTERDAY AND WE TALKED ABOUT ALL OF THOSE PIECES OF THE PUZZLE THAT HAVE TO WORK ON TIME, SO CERTAINLY THE SOLICITATION, BUT SELECTING A CONTRACTOR OR A DESIGN TEAM THAT HAS A HISTORY OF ON TIME PERFORMANCE IS CRITICAL WHEN WE SCORE THOSE POINTS. THAT'S WHY IT WAS MENTIONED

THERE. >> VIAGRAN: GREAT. ANY OTHER MEMBERS?

TRICIA. >> CAN YOU TALK TO THE 9-MILLION-DOLLAR ESTIMATED VALUE? THIS IS MY FIRST HIGHWAY ROAD PROJECT TO REVIEW, SO JUST KIND OF WHAT GOES BEHIND THAT AND ASSESSING IT AS 9 MILLION? AND ALSO HOW DO YOU HOLD THOSE CONTRACTORS ACCOUNTABLE WHEN THEY SLIP

DATES? >> SURE. SO THIS IS A REDESIGN OF ABOUT A FIVE-MILE STRETCH OF CULEBRA, SO IT'S NOT A SHORT AMOUNT OF WORK.

AND AS I MENTIONED, JUST TO GO BACK TO THE FUNDING SOURCES, WE APPLIED FOR AND

[00:55:03]

WE HAVE A MATCH OF UP TO THREE MILLION DOLLARS. SO WE HAVE LOOKED AT IT INITIALLY, WE THINK IT'S GOING TO LAND BASED ON HISTORICAL DESIGN OF LARGE CORRIDORS LIKE THIS, LIKE CULEBRA, SIGNIFICANT STRUCTURE, ENVIRONMENT ENGINEERING SERVICES THAT WE HAVE TO LOOK AT. SO FIVE MILES FOR ABOUT NINE MILLION DOLLARS IS WHAT WE'RE THINKING. AND SO THERE WILL BE A LOT OF WORK AT THE DESIGN ENGINEERING STAGE OF THAT. IF YOU THINK OF THE CONSTRUCTION OF FIVE MILES ROAD RECONSTRUCTION, CERTAINLY WE'RE TALKING IN THE TENS OF MILLIONS OF DOLLARS, MAYBE UPWARDS TO CLOSE TO $100 MILLION FOR THE CONSTRUCTION. SO IT'S IMPORTANT FOR US TO SPEND THE MONEY ON THE DESIGN SERVICES OF SUCH AN IMPORTANT STRETCH OF ROAD INFRASTRUCTURE.

THAT MAY INCLUDE CERTAINLY UTILITIES, TRAFFIC SIGNALS, ALL THAT STUFF THAT WILL BE INVOLVED. BUT WE'RE REALLY TRYING TO TEE UP THE DESIGN FOR FUTURE FUNDING SOURCES, WHICH WE MAY LOOK FOR ADDITIONAL FEDERAL FUNDING.

THAT'S PART 1. SO IT'S IN LINE FOR THAT AMOUNT OF DESIGN AND ENGINEERING AND ENVIRONMENTAL WORK. PART 2 YOU ASKED ABOUT HOW DO WE KEEP OUR CONTRACTORS DOUBLE? WELL, IT STARTS WITH SOLICITATION, RIGHT? SCORING THE PROJECT BASED ON THEIR EXPERIENCE, BACKGROUND, THEIR PROPOSED PLAN, BUT HOW THEY HAVE DONE WORK IN THIS REGION AND HOW THEY HAVE PERFORMED IN THE PAST IS A CRITICAL PART UP FRONT.

BUT ALONG THE WAY WE HAVE MILESTONES, RIGHT? SO WE HAVE DUE DATES ALONG THE WAY FOR A CERTAIN PERCENT DESIGN. GET EVERYTHING OUT IN FRONT OF THE COMMUNITY, REPORTING BACK TO POSSIBLY THE TRANSPORTATION AND INFRASTRUCTURE COMMITTEE. THOSE MILESTONES ALONG THE WAY ARE JUST AS CRITICAL TO THE END DATE, THE 100% DESIGN DOCUMENT. SO WE'LL HAVE MAYBE 40%, 70%, 100% MILESTONES. WITH A PROJECT THIS SIZE WE MAY HAVE A FEW MOLD SPORES, BUT IT WILL BE CRITICAL TO HOLD THEM. AND OF COURSE THEY DON'T GET PAID UNTIL THEY HIT THOSE MILESTONES AND WE WILL USE INCENTIVES AND/OR PENALTIES FOR QUICKER OR LONGER PERFORMANCE. BUT THAT'S KIND OF BUILT INTO THE CONTRACT THROUGH OUR PROJECT MANAGEMENT PROCESS.

>> VIAGRAN: ANY OTHER QUESTIONS? >> WHYTE: I'LL BRIEFLY SAY I'M GLAD WE'RE DOING THAT NOW, RIGHT? THE INCENTIVES, PENALTIES, USING CONTRACTORS THAT HAVE A HISTORY OF ON TIME AND WITHIN BUDGET WORK.

I JUST WANTED TO KECK CO-THAT. THANKS -- ECHO THAT.

THANKS. >> VIAGRAN: GREAT. COUNCILWOMAN MEZA GONZÁLEZ?

>> GONZÁLEZ: JUST A QUICK QUESTION. I KNOW YOU TALKED ABOUT THIS YESTERDAY IN THE TRANSPORTATION COMMITTEE. BUT COORDINATION WITH UTILITIES AND I FEEL LIKE THIS IS THE PERFECT PROJECT TO ALMOST HAVE A PILOT PROGRAM OF HOW WE CAN BETTER COORDINATE THAT AND SAVE US LESS HEADACHES AND DOWN THE ROAD. AND ALSO CHANGE ORDERS, RIGHT? BECAUSE THAT'S THE BIGGEST THING THAT AFFECTS THESE THINGS COMING IN ON TIME.

SO I DON'T KNOW IF THERE'S ANY -- I APPRECIATE THE EXPERIENCE WITH THE REGION, BUT JUST MAKING SURE THAT THESE VENDORS ALSO HAVE THE TECHNOLOGY AND THE CAPACITY TO -- YEAH, I GUESS THE TECHNOLOGY AND CAPACITY TO SCOPE THESE PROJECTS.

>> I WOULD SAY ABSOLUTELY THOSE ARE CONSIDERATIONS WHEN WE PUT A PROJECT OUT THIS ON THE STREET FOR BID AND WE EVALUATE THAT AND THE SCORING PROCESS, WE BRING IT BACK TO YOU. THOSE ANSWERS, WE NEED TO HAVE THOSE ANSWERS, BUT I TALKED YESTERDAY AND I'LL SAY IT HERE, COORDINATION WITH UTILITIES IS CRITICAL.

WE DID HAVE AN MOU EXECUTED A YEAR AGO WITH SAWS, FOR EXAMPLE.

WE HAD JUST STARTED UTILIZING THAT MOU, WHICH TALKS ABOUT MORE UP FRONT COORDINATION, QUICKER RESPONSE TO ISSUES, NOT ONLY TO DESIGN, BUT OF COURSE ON THE CONSTRUCTION SIDE OF IT. TIME IS MONEY ALL THE TIME FOR BOTH PUBLIC AND PRIVATE PROJECTS. SO WE HAVE THOSE MOUS IN PLACE NOW TO USE ON PROJECTS LIKE THIS MOVING FORWARD. SO -- AND I MENTIONED YESTERDAY WE'LL BE STARTING THE PROCESS TO EXECUTE THAT WITH CPS AS WELL. BUT UNDERGROUND UTILITY COORDINATION IS CRITICAL ON PROJECTS LIKE THIS. SO WE'LL BE LOOKING FOR THOSE DESIGN PROFESSIONALS, DESIGN TEAMS THAT HAVE THAT EXPERIENCE AND NOT JUST EXPERIENCE, BUT THAT HAVE PROVEN TO DO IT WELL. AND UTILIZING SOME OF THOSE

LESSONS LEARNED IN THE PAST. >> THANK YOU. >> WE DON'T WANT TO REPEAT

THE SAME ISSUES. >> GONZÁLEZ: YEAH, THANK YOU SO MUCH.

>> VIAGRAN: ALL RIGHT. IF THERE ISN'T ANY OTHER QUESTIONS, THIS ITEM WAS FOR

[Post-Solicitation High Profile Briefings  ]

ITEM NUMBER 7 IS A POST-SOLICITATION BRIEFING. MADAM CLERK, PLEASE READ THE

CAPTION FOR ITEM 7, AND MIKE WILL PRESENT. >> ITEM NUMBER 7 IS APPROVAL

[01:00:03]

TOTAL VALUE OF 6,300,000, $299.39. >> THIS IS THE SECOND PROJECT. THIS IS POST SOLICITATION SO WE'VE GONE THROUGH A PROCESS. I WANT TO BRING THIS TO COUNCIL WITH A SELECTED VENDOR. ANOTHER IMPORTANT PROJECT. WE'VE RECEIVED $4.8 MILLION IN FEDERAL GRANT MONEY TO MOVE THIS FORWARD. SO THE RITTIMAN ROAD GRADE SEPARATION PROJECT, CERTAINLY WE HAVE A VERY ACTIVE RAILROAD HERE THAT COMES BY DOZENS OF TIMES A DAY. TRAFFIC ISSUES.

SO THIS PROJECT HAS BEEN ON THE RADAR FOR A LONG TIME. WE DID AN RFQ, WE WANT THE PROJECT TO BE COMPLETED IN THE FALL OF 2028 WITH ABOUT A 3.68-MILLION-DOLLAR TOTAL.

AND THIS IS DESIGN SERVICES, BUT WE HAVE PRIOR FUNDING FROM FISCAL YEARS AND OF COURSE THE FEDERAL FUNDING GRANT THAT WE RECEIVED. AND THIS WOULD BE A NEW CONTRACT. SO AS THIS IS POST-SOLICITATION WE DID AN INITIAL EVALUATION LAST YEAR. OF THE 10 VENDORS THAT YOU SEE THERE, THREE WERE SHORT LISTED BASED ON THINGS THAT WE JUST TALKED ABOUT, BACKGROUND QUALIFICATIONS, PROJECT AND PROPOSED PLAN, THE SAN ANTONIO PAST PERFORMANCE, REGION PAST PERFORMANCE. SO WE SCORED AUDIO]. SO WE DECIDED TO DO A ROUND OF INTERVIEWS, WHICH WE DID.

VENDOR B ON THAT OF THE ABC, BUT VENDOR B CAME OUT ON TOP AFTER THE INTERVIEW PROCESS, AND SO WE'LL BE PROPOSING THAT SPECIFIC VENDOR TO MOVE TO COUNCIL LATER THIS MONTH.

YOU'LL SEE, AGAIN, FINAL SCORING WAS AFTER THE INTERVIEWS AND THE DBE PROGRAM GOAL OF SEVEN PERCENT. WE HAD 592 VENDORS IDENTIFIED. 47 AT THE PRE-SUBMITTAL CONFERENCE AND 10 SUBMITTAL AS I MENTIONED WITH NO MATERIAL FINDINGS OF ANY PROBLEMS DURING THAT REVIEW.

SO WITH THAT, WE'D LIKE TO MOVE THIS TO COUNCIL LATER THIS MONTH.

>> VIAGRAN: ALL RIGHT. BEFORE THAT I NEED A MOTION AND A SECOND TO APPROVE THE

STAFF RECOMMENDATION SO WE CAN BEGIN DISCUSSION. >> MOTION MADE.

>> VIAGRAN: I'VE GOT A MOTION AND A SECOND. DOES ANYONE HAVE ANY QUESTIONS ON THIS? I THINK WE ASKED THEM ALL. I DON'T HAVE ANY QUESTIONS.

AGAIN, THANK YOU FOR DOING THE IN-PERSON INTERVIEWS. I THINK THAT'S KEY WHEN IT'S CLOSE IN THE PROCESS. AND AS WE SEE, ONCE YOU GET SOMEONE IN FRONT OF YOU, IT CHANGES THE WHOLE THING. SO ALL RIGHT. WE'VE GOT A MOTION AND A SECOND. IF THERE AREN'T ANY OTHER QUESTIONS, ALL THOSE IN FAVOR SAY AYE. ANY OPPOSED? MOTION CARRIES.

[Final Internal Audit Report  ]

>> THANK YOU. >> VIAGRAN: MOVING ON TO ITEM 8, AND BEFORE YOU READ THE CAPTION, THIS WAS THE PUBLIC COMMENT OR PUBLIC LETTER THAT WE GOT WAS ON THIS ITEM. SO MADAM CLERK, PLEASE READ THE CAPTION AND WE'LL HAVE

THE STAFF PRESENTATION. >> ITEM NUMBER 8 IS ACCEPTANCE OF THE OFFICE OF THE CITY AUDITOR REPORT AU2025-001, OUGHT OF 311 CUSTOMER SERVICE OPERATIONS.

>> GOOD MORNING, MY NAME IS ABIGAIL. I WAS THE AUDIT MANAGER FOR THIS PROJECT AND I'LL BE PRESENTING THE RESULTS OF THE AUDIT OVER THE 311 CUSTOMER SERVICE OPERATIONS. OUR AUDIT OBJECTIVE WAS TO DETERMINE IF 311 PROCESSES AND SYSTEMS WERE OPERATING EFFECTIVELY AND INTERFACING WITH DEPARTMENT RECORDER SYSTEMS APPROPRIATELY. OVERALL WE DETERMINED THAT 311 HAD EFFECTIVE CONTROLS IN PLACE FOR TAKING CALLS, TRAINING CUSTOMER SERVICE REPRESENTATIVES, MAKING UPDATES TO THE KNOWLEDGE BASE AND BACKUP OPERATIONS. HOWEVER, THERE WERE A FEW AREAS WHERE WE IDENTIFIED OPPORTUNITIES FOR IMPROVEMENT.

THESE INCLUDED CSR ARE COACHING, AGING REPORTS, CLASSIFIED SERVICE REQUESTS AND SYSTEM ACCESS. SO BEFORE WE GET INTO SPECIFIC AUDIT RESULTS WE'D LIKE TO PROVIDE A BRIEF OVERVIEW. SO IF A CITIZEN HAS AN INQUIRY OR WANTS TO SUBMIT A SERVICE REQUEST, THERE ARE THREE FORMS OF INTAKE.

SO THE CITIZEN COULD EITHER CALL INTO THE 311 CALL CENTER AND SPEAK TO A CUSTOMER SERVICE REPRESENTATIVE. ALTERNATELY THEY COULD VISIT 311'S WEBSITE OR MOBILE APPLICATION.

THEY ARE USED TO TAKE CALLS WHEN THEY CALL INTO THE CALL CENTER AND IT ALLOWS FOR CALL RECORDING FOR MONITORING PURPOSES. FROM HERE THE CITIZENS REQUESTS ARE ROUTED TO THE APPROPRIATE WORK ORDER SYSTEM TO PROVIDE AN

[01:05:05]

REPRESENTATIVES. FURTHERMORE, REVIEWS ARE PERIODICALLY PERFORMED AND THE KNOWLEDGE BASE, WHICH HOUSES INFORMATION TO FREQUENTLY ASKED QUESTIONS, IS UPDATED AS NEEDED. LASTLY, WE CONFIRMED THAT THERE WERE EFFECTIVE CONTROLS IN PLACE FOR BACKUP PROCEDURES IN CASE THERE SHOULD BE ANY SERVICE OUTAGES. OUR FIRST RECOMMENDATION WAS OVER CALL SERVICE REPRESENTATIVE COACHING. WE REVIEWED A SAMPLE OVER A COURSE OF SIX MONS AND DETERMINED THAT CSR'S WITH UNMET CALL METRICS WERE NOT ADDITIONALLY COACHED.

ADDITIONALLY, WE DETERMINED THAT THE SLP OVERPERFORMANCE MEASURES WERE OUTDATED AS IT DID NOT REFLECT ACCURATE METRICS. THEREFORE WE MADE THE RECOMMENDATIONS THAT CSR COACHING BE PERFORMED AS APPLICABLE AND THAT THE SOP BE UPDATED TO ACCURATELY REFLECT CURRENT METRICS. THIS NEXT SLIDE HIGHLIGHTS ITEMS THAT WE IDENTIFIED AS CONTRIBUTING FACTORS TO INACCURATE AGING REPORTS.

SO THE FIRST BULLET COVERS OUR REVIEW OVER SLA ACCURACY.

SO WE DETERMINED THAT TIME FRAMES WERE NOT ACCURATELY REFLECTED IN CRM FOR A SAMPLE OF SERVICE LEVEL AGREEMENTS DURING THE MONTH OF JANUARY 2025.

TO GIVE A LITTLE MORE CONTEXT HERE, THE DEPARTMENTS ESTABLISHED THEIR RESPECTIVE SLAS, THESE ARE THEN SHARED WITH 311 AND INPUT INTO THE SYSTEM AND THEY IDENTIFY A SAMPLE THAT WERE INCORRECT AS THEY DID NOT MATCH.

THIS NEXT BULLET COVERS SYSTEM INTEGRATION. SO GIVE SOME BACKGROUND HERE, WE WANTED TO MAKE SURE THAT NOT ONLY WERE SERVICE REQUESTS INTEGRATING FROM CRM, WHICH IS A FRONT END SYSTEM, TO THE WORK ORDER SYSTEMS, WE ALSO WANTED TO MEASURE WHEN THESE WORK ORDERS ARE CLOSED IN THE BACKEND SYSTEM SUCH AS CHAMELEON, ACCELA, AND IT GOES BACK TO CRM. AND THIS IS SIGNIFICANT BECAUSE CRM IS USED TO GENERATE THESE MONTHLY AGING REPORTS.

AND IN OUR TESTING FOR THE MONTH OF JANUARY 2025, WE ANALYZED CLOSED SERVICE REQUESTS AND DETERMINED THAT APPROXIMATELY ONE PERCENT DID NOT INTEGRATE AS CLOSED BACK. THEREFORE WE MADE RECOMMENDATIONS, THE SLAS THAT WE IDENTIFIED TO BE INACCURATE BE CORRECTED BEEN CRM AND THAT A PROCESS BE DEVELOPED, SO MOVING FORWARD THESE SL AS ARE REVIEWED AND UPDATED AS NECESSARY TO SHOW ACCURACY. WE ALSO RECOMMENDED THAT PROCEDURES BE DEVELOPED TO DEVELOP INTEGRATION SERVICE REQUESTS BETWEEN CRM AND BACKUP SYSTEMS. AND AGAIN, WHILE WE ONLY IDENTIFIED ISSUES DURING THE MONTH OF JANUARY 2025 WITH CHAMELEON AND CRM, WE'RE RECOMMENDING THAT THE PROCEDURES BE DEVELOPED TO ENCOMPASS THE OTHER WORK ORDER SYSTEM SUCH AS SAP AND ACCELA.

AND LASTLY, WE RECOMMEND THAT THE CHAMELEON CASES THAT NEED TO BE CLOSED OUT IN CRM BE EVALUATED BY 311. OUR NEXT RECOMMENDATION WAS OVER RECLASSIFIED SERVICE REQUESTS. TO GIVE SOME BACKGROUND HERE, THERE ARE INSTANCE WHERE'S THE USER MAY SELECT THE WRONG DEPARTMENT OR SERVICE REQUEST TYPE.

AND IN THOSE INSTANCES THOSE SERVICE REQUESTS HAVE TO BE REASSIGNED TO THE CORRECT DEPARTMENT OR SERVICE REQUEST TIME SO THEY GO BACK TO 311.

WE REVIEWED A PERIOD OF 10 MONTHS AND DETERMINED THAT 311 WAS NOT ADDRESSING THESE RECLASSIFICATIONS IN A TIMELY MANNER. THEREFORE WE RECOMMENDED THAT THESE OUTSTANDING REQUESTS THAT WE IDENTIFIED BE RECLASSIFIED ACCORDINGLY, AND THAT CONTROLS BE DEVELOPED TO MITIGATE THIS FROM A OCCURRING MOVING FORWARD. AND OUR LAST RECOMMENDATION WAS OVER SYSTEM ACCESS.

WE DETERMINED THAT ACCESS TO CALEBRO AND CRM WAS ADEQUATE.

CALEBO IS USED TO RECORD REQUESTS AND CRM HAS A REQUEST.

WE HAD A MIX OF BRAUN EMPLOYEES AS WELL AS EMPLOYEES THAT TRANSFERRED

[01:10:03]

TO ANSWER ANY QUESTIONS YOU MAY HAVE. >> VIAGRAN: WOULD STAFF FROM 311 LIKE TO PROVIDE COMMENTS ON THEIR CORRECTIVE ACTIONS?

>> GOOD MORNING. MY NAME IS PAULA AND I'M THE -- >> VIAGRAN: CAN YOU LOWER

IT A LITTLE? >> SO YOU CAN SEE ME? VERY GOOD.

THANK YOU. I'M PAULA, THE DIRECTOR OF 311 CUSTOMER SERVICE.

YEAH, WE WORKED VERY CLOSELY WITH OUR AUDITOR'S OFFICE ON THIS AUDIT OVER THE LAST YEAR. AND WE'RE VERY PROUD OF THE ANSWER RATE THAT WE'VE ACHIEVED OVER THE LAST COUPLE OF YEARS AND RECOGNIZE THAT THERE'S WORK TO BE DONE AS IT RELATES TO SERVICE LEVEL AGREEMENTS AND COMMUNICATING THAT WITH THE DEPARTMENTS AND HAVING THOSE REGULAR UPDATES. SO I'LL BE READY TO ANSWER

ANY QUESTIONS YOU HAVE. >> VIAGRAN: THANK YOU. ALL RIGHT.

IF I CAN GET A MOTION AND A SECOND TO ACCEPT THE AUDIT SO WE MAY BEGIN DISCUSSION? WE'VE GOT A MOTION. DO I HAVE A SECOND? ALL RIGHT.

WE HAVE A MOTION AND A SECOND. LET'S BEGIN CONVERSATION.

MEMBER PACHECO. >> THANK YOU. MY QUESTION, AS I'M LOOKING OVER THE METRICS, AND IT LOOKS LIKE IT'S FOCUSING ON AVERAGE ANSWER CALL.

BUT DOES OUR CRM TAKE INTO ACCOUNT ISSUE RESOLUTION, CSET OR ANYTHING THAT CLOSES

THE FEEDBACK LOOP WITH THE CITIZEN? >> THANK YOU.

I'LL TAKE THAT QUESTION. SO WE DON'T HAVE CSET SCORES THAT ARE IN THE CRM APPLICATION. BUT THE CRM APPLICATION DOES, FOR THE INDIVIDUAL CASES, TELL YOU WHAT THE ACTUAL RESULT WAS OF THE CASE.

WHETHER IT WAS COMPLETED OR WHETHER IT WAS NOT. >> DOES MY FEEDBACK AS A CITIZEN AND JUST BASED ON THE FEEDBACK THAT WE RECEIVED FROM ANOTHER CITIZEN IS TICKETS THAT I SUBMIT ARE OFTEN CLOSED AND THEY'RE NEVER RESOLVED.

SO I DON'T THINK THAT'S A GOOD METRIC TO UTILIZE. MY RECOMMENDATION WOULD BE THAT YOU DO UTILIZE CSET SCORES AND ISSUE RESOLUTION SCORES BASED ON THE CITIZEN'S FEEDBACK SO YOU KNOW IT'S ACTUALLY BEING ADDRESSED.

THAT'S ONLY GIVING THE FEEDBACK FROM THE AGENCY THAT'S RESPONDING THAT THEY CLOSED IT, RIGHT? BUT WAS IT ACTUALLY RESOLVED OR RESOLVED ACCURATELY.

>> LET ME ADD ALSO THAT WE DO HAVE A PROCESS WHERE CITIZENS CAN LET US KNOW IF THEY ARE SATISFIED WITH THE OUTCOME OF THE REQUEST. THERE'S BASICALLY, WITH EVERY SERVICE REQUEST YOU GET AN E-MAIL, PRESUMING YOU LEFT YOUR CONTACT INFORMATION. YOU GET AN E-MAIL AND THAT E-MAIL THEN ASKS YOU WERE YOU SATISFIED WITH THE OUTCOME OF YOUR REQUEST. YOU CAN CLICK YES, NO.

IF YOU CLICK "NO," ONE OF MY TEAM MEMBERS FOLLOWS UP TO BETTER UNDERSTAND WHAT HAPPENED. YOU KNOW, THEY CAN LOOK IN THE CASE.

THEY CAN TRY TO SEE WHY THE RESIDENT WAS NOT HAPPY WITH THE OUTCOME.

OFTENTIMES IT IS BECAUSE WE WENT OUT THERE AND WE DIDN'T ADDRESS THE ISSUE.

WE DIDN'T SEE THE CAR BLOCKING THE ISSUE. WE DIDN'T DO OR OBSERVE WHAT THE ISSUE THAT WAS BEING REPORTED. BUT IN TERMS OF CUSTOMER SATISFACTION SCORES, THAT IS NOT SOMETHING THAT WE ACTUALLY TRACK IN OUR CRM.

>> SO THE METRIC THAT YOU JUST MENTIONED, IS THAT SOMETHING READILY AVAILABLE

THAT YOU CAN SHARE? >> WE CAN SHARE THE NUMBER OF CASES THAT HAVE BEEN UNSATISFIED BUT CONVERSELY, WE WOULDN'T BE ABLE TO SHARE THE NUMBER OF CASES THAT WERE SATISFIED. BECAUSE, AGAIN, THE RESIDENT, WHEN THEY GET THE E-MAIL, THEY'RE GOING TO CLICK NO RIGHT AWAY IF WE DIDN'T ADDRESS THE ISSUE.

BUT THEY'RE NOT GOING TO CLICK NECESSARILY YES THAT THEIR ISSUE WAS ADDRESSED.

>> I THINK THAT'S WHY THE UTILIZATION IS TO RECOMMEND A CSET SCORE.

IT'S BASED ON SATISFACTION AND ENSURING ANY FEEDBACK, WHETHER POSITIVE OR NEGATIVE IS ADDRESSED . I THINK ON THE 311 APP, AS I HAVE SUBMITTED TICKETS, I DON'T ALWAYS GET AN AUTOMATED E-MAIL SO I DON'T KNOW IF IT'S SPECIFIC TO JUST PHONE CALLS OR TICKETS THAT ■YOU'RESUBMITTINGVIA&-ÚTHE, I THINK THERE IS SOME

[01:15:17]

BUT IN TERMS OF SATISFACTORY RESOLUTIONS, WE GET CALLS ALL THE TIME WHEN RESIDENTS SAY, WELL, IT SAYS CLOSED AND THEY DON'T EITHER -- THE THING WASN'T FIXED, AS THEY THOUGHT IT SHOULD BE OR NOBODY NOTIFIED THEM AS TO CLOSED.

WELL, WHAT EXACTLY HAPPENED HERE. SO I GUESS I WOULD ASK YOU, FROM THIS AUDIT -- I MEAN, WHAT LESSONS DO YOU THINK HAVE BEEN MOST HELPFUL? WHICH OF THE RECOMMENDATIONS? WHAT PROCESS CHANGES DO YOU THINK WE CAN MAKE TO START TO ADDRESS REALLY WHAT I SEE IS THE MAIN ISSUE.

THESE THINGS -- AND BY THE WAY, FOR MR. CARDENAS, THANK YOU FOR THIS LETTER.

BECAUSE I THINK SOME OF THE THINGS -- A LOT OF THE THINGS, MOST OF THE THINGS HE SAYS IN HERE ARE CONCERNS THAT ARE SHARED BY THE GREATER SAN ANTONIO POPULATION WHEN THEY'VE USED 311. AT LEAST A LOT OF THE TIME.

WHAT CAN WE DO TO HELP ADDRESS THIS ISSUE OF, YOU KNOW, CASES BEING CLOSED YET

NOT HAVING THE RESIDENT CONCERN REALLY ADDRESSED? >> SO THERE'S A COUPLE OF THINGS THAT WE'VE BEEN WORKING ON OVER THE LAST SEVERAL YEARS.

ONE IS, YOU KNOW, AGAIN THE CALLS COME IN TO 311. WE FACILITATE THAT.

WE SEND THAT BACK TO THE DEPARTMENTS. THE DEPARTMENTS ARE RESPONSIBLE FOR DOCUMENTING THEIR WORK ORDERS. SO WE'VE GONE THROUGH THE PROCESS THE YEAR BEFORE LAST WHERE WE WENT AND WE VISITED WITH ALL THE DEPARTMENTS THAT HAVE OUR WORK ORDERS SO THEY CAN ADD MORE NOTES TO BETTER COMMUNICATE WHAT THEY DID OR WHAT THEY WEREN'T ABLE TO DO. SO THAT'S A PROCESS THAT WE'VE DONE. WE'VE COMPLETED THAT. QUITE FRANKLY, IT'S TIME TO DO THAT AGAIN, RIGHT? LOOKING AT OUR SERVICE LEVEL AGREEMENTS, AS THE AUDITOR'S OFFICE INDICATED -- SO THAT'S A PROCESS WE'RE GOING THROUGH NOW.

BUT REALLY MAKING SURE THAT THE DEPARTMENTS UNDERSTAND THAT THEIR ACTION CODES THAT THEY ARE DOCUMENTING THEIR WORK ORDERS ARE CLEAR SO THAT THEY COMMUNICATE WHAT THEY DID OR THEY DIDN'T DO. IF YOU GET AN E-MAIL AND YOU CLICK ON THAT "VIEW DETAILS" LINK, YOU CAN SEE THE NOTES THAT THE DEPARTMENT PUT IN THERE.

RIGHT? BUT, AGAIN, I UNDERSTAND NOT EVERYBODY LEAVES THEIR CONTACT INFORMATION AND THEREFORE

STILL AVAILABLE ON THE WEBSITE. >> WHYTE: WE'RE TALKING E-MAILS -- AND I APOLOGIZE IF THIS IS A DUMB QUESTION AND EVERYBODY MIGHT KNOW THE

ANSWER BUT ME. BUT WHAT ABOUT TEXTS? >> WE DO NOT TEXT.

UNFORTUNATELY. >> WHYTE: IS BECAUSE OF THE COST?

>> WE HAVE LOOKED AT THAT. OUR CRM APPLICATION RIGHT NOW, WE DON'T HAVE THE

ABILITY TO TEXT. >>

WE HAVEN'T GONE DOWN THAT ROUTE. >> WHYTE: MAN, IF WE COULD FIND A WAY. TO ME IT SEEMS LIKE EVERYBODY'S GOT THEIR PHONES WITH THEM AT ALL TIMES THESE DAYS. AND A TEXT ON -- WE'VE LOOKED AT YOUR ISSUE, WE'VE ADDRESSED IT. CLICK HERE TO SEE.

I DON'T KNOW. BUT MAYBE IT IS COST PROHIBITIVE, I DON'T KNOW.

ANYWAYS, I HEAR YOU AND I'M GLAD YOU'RE LOOKING AT THAT BECAUSE IT SEEMS TO ME YOU'VE IDENTIFIED THE ISSUE. THERE'S SOME DISCONNECT BETWEEN WHEN THE HANDOFF GETS MADE TO THE DEPARTMENT AND THE DEPARTMENT GETTING THE RIGHT INFORMATION OR BACK TO THE CONSUMER, THE RESIDENT. AND THEN HOW THEY THEN

INTERACT FROM THERE, IF THE ISSUE WASN'T RESOLVED. >> RIGHT.

AND I THINK THAT THAT IS DEFINITELY MR. CARDENAS' POINT.

I MEAN, I'VE TALKED WITH HIM OVER THE YEARS, THE LAST FEW YEARS, ACTUALLY.

BUT THAT IS SOMETHING THAT WE NEED TO MAKE SURE THAT IT'S VERY HARD WHEN YOU'RE TALKING ABOUT THOUSANDS OF WORK ORDERS THAT A PARTICULAR DEPARTMENT MIGHT GET. I KNOW THAT EVERYBODY WANTS A PERSONALIZED E-MAIL.

THAT'S VERY, VERY CHALLENGING, RIGHT? BUT WHEN THEY'RE NOT ABLE TO ADDRESS THE ISSUE, HOW DO WE MAKE SURE THAT WE'RE COMMUNICATING THAT WE WERE

NOT ABLE TO ADDRESS THE ISSUE AND WHAT TO DO NEXT. >> WHYTE: BELIEVE ME, I DON'T WANT YOUR JOB BUT THIS IS SOMETHING -- I MEAN, LITERALLY WE HAD OUR

[01:20:05]

INVARIABLY AT THESE NEIGHBORHOOD MEETINGS, AT THE END OF THE MEETING WE'LL HAVE PEOPLE COME UP TO ME OR MY CONSTITUENT SERVICES TEAM AND SAY, MAN, I DID A 311 CALL. THEY SAID IT WAS CLOSED BUT NOTHING HAPPENED.

THE ISSUE'S STILL THERE. THANKS FOR LOOKING AT IT AND I GUESS WE'LL JUST KEEP

TRYING TO IMPROVE. >> DEFINITELY. IT'S A CONTINUED WORK IN

PROGRESS. >> VIAGRAN: COUNCILWOMAN MEZA GONZALEZ.

>> GONZALEZ: I APPRECIATE ANY WORK WE CAN DO TO ENHANCE OUR 311 SERVICES.

THAT'S THE BREAD AND BUTTER FOR OUR OFFICES AND ANY OTHER WORK THAT WE'RE DOING AT THE CITY. I HAD A QUESTION. IS THERE ANY WAY THAT THE 311 OPERATOR CAN SHOW OR CAN SEE THAT A DISTRICT OFFICE HAS BEEN FLAGGED ABOUT THE ISSUE, TO THEN KNOW TO TELL THE RESIDENT, YOU KNOW, DISTRICT 8 HAS FLAGGED THIS

AND IS WORKING ON THIS ISSUE. >> NO, NOT THAT SPECIFIC.

WE WOULD BE ABLE TO SEE WHEN WE DUG INTO THE WORK ORDER BUT SORT OF AT THE HIGH LEVEL WHEN THE CALL COMES IN, THERE'S NOT A FLAG THAT THAT PARTICULAR ISSUE IS

BEING WORKED BY A COUNCIL OFFICE. >> GONZALEZ: OKAY.

I DIDN'T KNOW -- >> DEFINITELY. WORKING WITH THE COUNCIL OFFICES, FOR SURE.

I MEAN, IF YOUR STAFF NEED HELP WITH A PARTICULAR ISSUE.

BUT WHEN THE REGULAR CALLER CALLS IN, THERE'S NOT A FLAG IN THE CASE, BASICALLY THE

CASE VIEW. >> GONZALEZ: SO IF FIVE RESIDENTS CALL ABOUT -- I'M JUST SAYING A BASIC POTHOLE. THEY'VE ALSO CALLED DISTRICT 8 OR 1.

AND THEN THAT ITEM GOES TO PUBLIC WORKS. DOES THAT -- SENDING THE

CALL TO PUBLIC WORKS, DOES THAT CLOSE THE CALL? >> NO, NO, NO.

THE CALL IS NOT CLOSED UNTIL THE DEPARTMENT GOES OUT AND INVESTIGATES IT, FIXES IT, OR CAN'T FIND IT, OR NOT OUR RESPONSIBILITY. YOU KNOW, ALL THOSE REASONS.

THE DEPARTMENT -- SO THE CALLS COME IN. WE SEND THE REQUEST TO THE DEPARTMENTS. THE DEPARTMENTS DOCUMENT THE WORK ORDERS AND THAT COMMUNICATION OF THOSE WORK ORDERS COMES BACK TO OUR 311 SYSTEM FOR US.

>> GONZALEZ: OKAY. SORRY. SOMEBODY WAS COMING UP.

>> IS IT OKAY IF I ADD A LITTLE CONTEXT? JUST A COUPLE OF THINGS.

THE COMMENT -- FIRST OF ALL, I'M NOT SURPRISED AT ALL THAT YOU HEAR ABOUT 311.

IT IS OUR INTAKE TO ALL CITY SERVICES. ALL CITY PROBLEMS GET SENT TO 311 FOR DISTRIBUTION TO THE DEPARTMENTS. IT IS NOT BY AND LARGE THE CUSTOMER EXPERIENCE THAT IT NEVER WORKS. WE SURVEY EVERY OTHER YEAR, AS PART OF THE COMMUNITY SURVEY, 311 HAD A 91% SATISFACTION RATE THE LAST TIME. EVERY SINGLE DAY THE TEAM AND THE DEPARTMENTS ARE TURNING AROUND AND ADDRESSING ISSUES. BUT THERE ARE TIMES WHEN IT EITHER DOESN'T GET DEALT WITH SATISFACTORILY OR THE EXPECTATION OF THE RESIDENT MAYBE DOESN'T MATCH THE SERVICE LEVEL AGREEMENT. FOR EXAMPLE, SOMEBODY CALLS AND WANTS A STRAY DOG PICKED UP RIGHT AWAY THAT THEY SEE ON THEIR STREET.

THAT'S NOT HOW ACS HANDLES STRAYS. THEY TAKE THE DATA, ENTER IT INTO THEIR SYSTEM, DO SWEEPS OF AREAS AT SCHEDULED TIMES.

LIKE I DIDN'T GET MY PROBLEM SOLVED, THEY DIDN'T DO ANYTHING.

WHILE THE DATA HAS BEEN INPUTTED INTO ACS AND THEY'RE TAKING THAT INTO ACCOUNT AS THEY SCHEDULE THEIR FUTURE SWEEPS. OUR JOB IS TO MAKE SURE THAT WHAT'S GETTING COMMUNICATED TO THE RESIDENT IS CLEAR ENOUGH FOR THEM TO UNDERSTAND THAT PROCESS. SO IT IS A CONTINUED WORK IN PROGRESS.

WE'VE STILL GOT WORK TO DO. ANOTHER EXAMPLE IS A CODE CASE WHERE YOU CAN'T JUST ORDER THE RESIDENT TO GET THE CAR OUT OF THE GRASS OR WHATEVER.

THERE'S A PERIOD OF TIME THAT THEY HAVE TO CURE IT. AGAIN, THE RESIDENT LOOKS ACROSS THE STREET AND SAYS THEY DIDN'T DO ANYTHING. WE HAVE TO BETTER COMMUNICATE THOSE THINGS. I WILL GIVE A SECOND PLUG TO WHAT PAULA SAID ABOUT OUR QUALITY ASSURANCE TEAM. THEY ARE REALLY GREAT. I GET THE REPORTS EVERY FRIDAY ABOUT THIS RESIDENT HAS CALLED THREE TIMES AND THIS DIDN'T GET DEALT WITH.

THESE STAFF MEMBERS ARE ESSENTIALLY INVESTIGATORS. THEY START REACHING OUT TO THE DEPARTMENT, REACHING OUT TO THE RESIDENT, SOMETIMES VISITING THE SPOT AND FIGURING OUT WHY DIDN'T THIS GET DEALT WITH. VERY OFTEN THERE'S A

[01:25:01]

IT'S NOT TO MINIMIZE AT ALL THE FEEDBACK YOU'RE GETTING. I JUST WANTED TO PROVIDE A

LITTLE CONTEXT ABOUT HOW THEY WORK. >> GONZALEZ: THANK YOU.

I APPRECIATE IT. WHATEVER WE CAN DO TO CONTINUE TO ENHANCE THOSE SERVICES. WE GET THAT 9% OF CALLS. YEAH.

BUT CONGRATULATIONS ON THE 91%. WE ALL WANT THAT APPROVAL

RATING. SO, THANK YOU SO MUCH. >> VIAGRAN: ANY OTHER

COMMENTS? YES. >>

IS THAT SOMETHING WE HAVE TO PAY EXTRA FOR? >> I DO NOT BELIEVE THAT IN OUR CRM, WITH OUR CURRENT SORT OF THE ITEMS THAT WE HAVE IN THE APPLICATION, I DO NOT BELIEVE THAT THERE IS A CSET PROCESS. CUSTOMER SATISFACTION SCORE THAT YOU CAN PROVIDE FROM THAT. IT'S SOMETHING WE CAN TALK

WITH THE VENDOR ABOUT. >> OKAY. I JUST FEEL LIKE THAT'S A HUGE GAP. GETTING FEEDBACK CONSTANTLY, HOW DO YOU HOLD DEPARTMENTS ACCOUNTABLE. AND I THINK IF IT'S COMMON ISSUES, WHAT YOU MENTIONED ABOUT THE DOG AND THE VEHICLE, THEN THOSE DEPARTMENTS SHOULD HAVE, LIKE MAYBE JUST A ONE SHEET THAT THEY CAN PROVIDE TO THAT RESIDENT THAT SAYS HERE'S OUR PROCESS, SO THEY'RE WELL INFORMED AS TO HOW LONG IT TAKES.

VERSUS JUST GETTING A CLOSED TICKET. THE ONLY WAY WE'RE GOING TO

KNOW THAT IS TO HAVE CSET SCORES. >> TO JEFF'S POINT ABOUT 311'S GREAT SATISFACTION SCORES -- SORRY. BUT ALSO OUR CITYWIDE COMMUNITY SURVEY IS NOT NECESSARILY -- IT'S ONE METHOD I THINK THAT WE USED FOR CUSTOMER SATISFACTION SCORES. BUT I THINK WHAT YOU'RE TALKING ABOUT IS MORE SPECIFICALLY AS SOMEONE INTERACTING AND REQUESTING A SERVICE FROM 311, THE CITY, THEN HOW DO WE MEASURE THAT. THAT'S SOMETHING I CAN GO

BACK AND ASK. >> 311 IS GREAT. THEY ANSWER THE CALL, THEY DOCUMENT EVERYTHING. BUT IF IT GOES TO A DEPARTMENT AND IF THEY'RE NOT RESOLVING ANYTHING, I THINK IT WOULD BE GOOD FOR YOU TO PRESENT TO THE AUDIT COMMITTEE, THE CITY HOW EACH DEPARTMENT IS FUNCTIONING AND WHAT THEIR SCORES SO YOU

CAN RECTIFY THOSE ISSUES. >> VIAGRAN: THANK YOU. SO I WANT TO GET BACK TO THE RESULTS OF ABIGAIL'S PRESENTATION, SPECIFICALLY TO 311 CUSTOMER SERVICE OPERATIONS. WE HAVE THE RECOMMENDATIONS. AGAIN, IT IS -- ABIGAIL, I FEEL LIKE WE'RE ALWAYS SEEING THE PATTERN. IT IS THE EMPLOYEES THAT LEAVE THAT STILL HAVE ACCESS, CORRECT? ON THIS AUDIT ALSO, THAT THEY STILL HAD ACCESS WHEN THEY SHOULD HAVE BEEN TAKEN OFF THE SYSTEM?

>> YES. SO ACROSS THOSE TWO SYSTEMS, WE HAD FOUR INDIVIDUALS THAT HAD

OTHER HAD SINCE TRANSFERRED TO ANOTHER DEPARTMENT. >> VIAGRAN: OKAY.

AND THAT IS THE OTHER THING THAT I'M SEEING A TREND HERE --R YOUR EFFORTS, ABIGAIL.

I THINK THIS WAS REALLY WELL DONE. I'M SEEING A TREND.

I THINK, BEN AND TROY, AS WE MOVE FORWARD, WE NEED TO LOOK AT SOPS ACROSS DEPARTMENTS ON HOW WE GET THEM TO EXIT INTERVIEW INDIVIDUALS.

I'M WORRIED ABOUT NOW MY STAFF THAT HAS MOVED ON. I'M LIKE, DO THEY STILL HAVE ACCESS? SO THANK YOU AGAIN, ABIGAIL, FOR THAT.

I THINK IT WAS REALLY WELL DONE ON THIS. SO THANK YOU FOR YOUR EFFORTS ON PUTTING IT FORWARD AND GETTING THE RESULTS WHERE THEY CAN IMPROVE. THANK YOU. PAULA --

>> CHAIR, MAY I ADDRESS THAT ISSUE? THE ISSUE OF DELIMITING THE INAPPROPRIATE ACCESS FOR PEOPLE LEAVING AND DOING THAT PROCESS, THAT HAS BEEN SOMETHING WE HAVE BEEN LOOKING AT AND WORKING ON, BECAUSE IT DOES POP UP ON AUDITS. OBVIOUSLY WHEN SOMEBODY LEAVES, WE TURN OFF THEIR NETWORK ACCESS IMMEDIATELY, SO THEY CAN'T GET TO NECESSARILY THESE SYSTEMS. BEHIND OUR NETWORK ACCESS, WE LITERALLY HAVE HUNDREDS OF SYSTEMS. WHAT WE DON'T HAVE, IN OUR CURRENT SYSTEM, IS THE ABILITY TO SAY, HEY, BEN IS LEAVING. I WANT TO SEE EXACTLY WHAT BEN'S GOT ACCESS TO AND BE ABLE TO QUICKLY DO THAT. WHAT WE ARE DOING IS WE GO THROUGH THIS UPGRADE OF OUR SYSTEMS THAT WE'RE WORKING ON, WE'RE WORKING ON BUILDING THAT IN.

SO THAT IT'S GOT A PROFILE OF EXACTLY WHAT THAT EMPLOYEE'S GOT, BOTH IN

[01:30:01]

>> VIAGRAN: THANK YOU. AND THANK YOU, ABIGAIL. PAULA, I HAVE SOME QUESTIONS FOR YOU REGARDING -- NOW, YOU SEEM TO HAVE A PROCESS TO ADDRESS THE RESULTS THAT WAS GIVEN ON THE AUDIT IN TERMS OF THE CRM AND THE COACHING, CORRECT?

>> YES, MA'AM. >> VIAGRAN: YOU ARE SORT OF THE FRONT FACING FOR ALL OF OUR 40-PLUS DEPARTMENTS THAT WE HAVE HERE IN THIS CITY.

SO I THINK WE NEED TO REMEMBER THAT. I JUST SAW -- AND THIS MADE ME -- THE TWO GROUPS THAT HAVE THEIR OWN SYSTEMS, I THINK IT WAS CODE AND ACS.

AND THOSE ARE PROBABLY -- I'M NOT SAYING THAT THE SYSTEM THEY'RE USING, CHAMELEON AND AS ACCELA ARE NOT GOOD SYSTEMS. I DON'T KNOW, IS THE INTERFACE NOT WORKING BETWEEN THE TWO SYSTEMS OR IS IT JUST -- DO WE NEED MORE COMMUNICATION OR CHECK-INS WITH THESE TWO DEPARTMENTS REGARDING -- BECAUSE WHEN I HEAR -- AND OF COURSE MR. CARDENAS IS SAYING WHEN I HEAR THE CUSTOMER SATISFACTION AND EXAMPLES FROM MY OWN DISTRICT, IT IS GOING TO BE ACS AND CODE . THOSE ARE THE TWO. EVERYBODY ELSE, PARKS AND REC, PUBLIC WORKS, THEY'RE ON SAP. SOLID WASTE.

I SEND IN A 311 REQUEST THAT I DIDN'T GET MY TRASH PICKED UP, IT'S PICKED UP.

I'M WONDERING IS THERE A BIGGER ISSUE -- AND I KNOW WHY THEY WANT THEIR OWN SYSTEM. BUT I THINK WE NEED TO ADDRESS THAT ISSUE.

BECAUSE IF THESE ARE THE TWO WE'RE HEARING THE MOST FROM IN TERMS OF THE DISSATISFACTION, MAYBE IT'S BECAUSE -- MAYBE ONE OF THE DEPARTMENTS NEEDS A NEW SYSTEM. I'D LIKE TO PILOT WHERE WE START CUSTOMER SATISFACTION SCORES, SPECIFICALLY WITH THESE TWO DEPARTMENTS. THAT'S WHAT I'D LIKE TO START. BUT HOW MUCH EXTRA WORK IS THAT GOING TO BE FOR 311,

BASICALLY, PAULA IS MY QUESTION TO YOU. >> I CAN TRY TO BE YOUR ANSWER. I THINK FIRST OF ALL, LET ME SAY THE INTEGRATIONS WORK.

THERE'S NOT A QUESTION ABOUT SYSTEMS NOT WORKING, NOT COMMUNICATING.

OBVIOUSLY, WE FOUND SOME EXAMPLES THAT WE NEED TO GO BACK AND SEE.

I.T. -- I SAY 311 AND I.T. ARE CONNECTED AT THE HIP. WITHOUT THEIR SUPPORT TO DO THE IMPROVEMENTS I NEED TO MY SYSTEM TO MANAGE OUR APPLICATION -- I DON'T HAVE I.T. PEOPLE IN MY DEPARTMENT. THEY'RE IN I.T. AND THEY MANAGE AND MAKE UPDATES AND DO ALL OF THAT IN OUR SYSTEM.

SO THE INTEGRATIONS ARE WORKING. THEY HAVE BUILT A DASHBOARD, BASICALLY, THAT TELLS US WHEN IT ISN'T WORKING. AND THEN THEY HAVE RESPECTIVE TECHNICAL PEOPLE THAT ARE RESPONSIBLE FOR GOING IN TO SEE WHY IT DIDN'T WORK, WHAT HAPPENED, WHAT DO WE NEED TO DO IN ORDER TO MAKE SURE THAT ALL OF THE DATA IS IN SYNC. SO WE HAVE THAT. THAT REALLY CAME ONLINE LATE LAST FALL AND REALLY HAS BEEN A WORK IN PROGRESS IN TERMS OF STAYING FOCUSED ON IT, LOOKING AT IT. AND SO WE'RE STRENGTHENING THAT PROCESS.

>> VIAGRAN: OKAY. THAT HELPS A LOT BUT I THINK AS WE MOVE FORWARD AND WE TALK CUSTOMER SATISFACTION SCORES, I'D LIKE TO START WITH THE DEPARTMENTS.

AND I THINK THAT'S WHERE WE MAY NEED TO DO, AS A COUNCIL, AND THEN AS A COMMITTEE MAYBE WE DO A SUBCOMMITTEE WHERE WE'RE LIKE DO WE GO DISTRICT BY DISTRICT, ASK THESE QUESTIONS AND SURVEY THEM? I KNOW AND FROM WHAT I HAVE HEARD HERE IS IT IS ACS AND IT IS CODE. THOSE ARE THE TWO -- I DON'T WANT TO PUT IT ALL ON ALL THE OTHER DEPARTMENTS WHEN THOSE ARE THE TWO MOST OUTSTANDING THAT WE'RE DEALING WITH. AND THEN MOVE FROM THERE.

AND I DON'T WANT TO PUT IT ALL ON 311 BECAUSE I THINK THIS IS -- WHEN WE GET BACK TO IT, IT'S HOW OUR DEPARTMENTS ARE COMMUNICATING.

[01:35:05]

AND THEN MY COMMUNITY MEMBERS. I FEEL LIKE YOU GUYS ARE -- IF YOU GUYS WANT TO BE PART OF A SUBCOMMITTEE TO KIND OF SEE HOW DO WE ADDRESS THIS, IF WE NEED TO PILOT SOMETHING FOR THAT CUSTOMER SATISFACTION SCORE THAT ISN'T DIRECTLY JUST 311. I'M ALL ABOUT PILOTS, EVERYBODY KNOWS THIS.

WE'LL PILOT SOMEBODY BEFORE WE DO IT. THANK YOU FOR THAT.

PAULA, THANK YOU FOR THE INFORMATION. WE'LL PROBABLY BRING YOU BACK WITH A COUPLE OF OTHER DEPARTMENTS. BUDDY, IF YOU COULD GET THE NEW MEMBERS ALL OF THE LAST AUDITS FOR DSD, SPECIFICALLY CODE AND ACS, I THINK WE'VE DONE THOSE WITHIN THE LAST -- I FEEL LIKE WE HAVE DONE THOSE WITHIN THE LAST TWO YEARS, AT LEAST. THAT I THINK WOULD HELP THE SUBCOMMITTEE AS WE MOVE FORWARD. IS THERE ANY FURTHER DISCUSSION? ALL RIGHT. WE HAVE A MOTION AND A SECOND TO ACCEPT THE AUDIT.

ALL IN FAVOR SAY AYE. >> MOTION CARRIES. THANK YOU VERY MUCH. SORRY.

THE TIME IS NOW 11:37 AND THE MEETING IS NOW ADJOURNED.

* This transcript was compiled from uncorrected Closed Captioning.