Posting Language
Title
Authorize an amendment to a contract for continued Salesforce software, maintenance, and support for all City departments with Carahsoft Technology Corp, to increase the amount by $19,506,800 for a revised total contract amount not to exceed $26,000,000. Funding: $1,353,000 is available in the Fiscal Year 2025-2026 Operating Budget of Austin Energy. $104,000 is available in the Capital Budget of Austin Energy. $18,049,800 is available in the Fiscal Year 2026-2027 Operating Budgets of various City departments. Funding for the remaining contract term is contingent upon available funding in future budgets.
Body
Lead Department
Austin Financial Services.
Client Department(s)
All City Departments.
Fiscal Note
Funding in the amount of $1,353,000 is available in the Fiscal Year 2025-2026 Operating Budget of Austin Energy.
Funding in the amount of $104,000 is available in the Capital Budget of Austin Energy.
Funding in the amount of $18,049,800 is available in the Fiscal Year 2026-2027 Operating Budgets of various City.
Funding for the remaining contract term is contingent upon available funding in future budgets.
Procurement Language:
Contract Amendment.
MBE/WBE:
Cooperative Agreement contracts are exempt from the City Code Chapter 2-9B (Minority-Owned and Women- Owned Business Enterprise Procurement Program); therefore, no subcontracting goals were established.
Prior Council Action:
July 24, 2025 - Council approved a contract for Salesforce software, maintenance, and support with Carahsoft Technology Corp.
For More Information:
Direct questions regarding this Recommendation for Council Action to Austin Financial Services - Central Procurement at: FSDCentralProcurementRCAs@austintexas.gov or 512-974-2500.
Additional Backup Information:
The amendment will provide continued support for Salesforce software, maintenance, and services for all City departments. It will also expand services to include the Salesforce Energy & Utilities Cloud solution, providing licensing, implementation, integrations, and ongoing operational support, and replacing the Oracle Digital Self Service (DSS) customer portal, which will reach end of life in April 2027. Salesforce provides a centralized, secure platform for customer communications and public facing interactions such as online applications and form submissions. Salesforce Energy & Utilities Cloud will deliver critical customer facing services including bill pay, autopay, usage data, outage information, service requests, and preference management, while offering an Americans with Disabilities Act-compliant user interface and future scalability.
Salesforce Energy & Utilities Cloud was selected to replace DSS ahead of its April 2027 end-of-life because it matches DSS's core functionality while adding stronger integrations, an ADA-compliant interface, and room to scale. This amendment funds the new Utility Customer Service Portal, expanding licensing for the platform's 473,242 registered users, completing required integrations, launching a modernized bilingual customer portal, and covering ongoing operations, maintenance, and consulting support.
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Contract Details: |
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Contract Term |
Length of Term |
Contract Authorization |
Requested Additional Authorization |
Revised Total Authorization |
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Initial Term |
1 year |
$1,855,200 |
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$1,855,200 |
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Extension Option |
1 year |
$1,638,000 |
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$1,638,000 |
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Proposed Amendment |
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|
$12,571,200 |
$12,571,200 |
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Extension Option |
1 year |
$954,000 |
$1,958,200 |
$2,912,200 |
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Extension Option |
1 year |
$990,000 |
$2,230,200 |
$3,220,200 |
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Extension Option |
1 year |
$1,056,000 |
$2,747,200 |
$3,803,200 |
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Total |
5 years |
$6,493,200 |
$19,506,800 |
$26,000,000 |
Note: Contract Authorization amounts are based on the City’s estimated annual usage.