REPORT/RECOMMENDATION TO THE BOARD OF SUPERVISORS
OF SAN BERNARDINO COUNTY
AND RECORD OF ACTION
November 5, 2024
FROM
ENSEN MASON, Auditor-Controller/Treasurer/Tax Collector
SUBJECT
Title
Non-Financial Main Services Agreement with Zendesk, Inc. for Software Subscription
End
RECOMMENDATION(S)
Recommendation
Approve a non-financial Main Services Agreement with Zendesk, Inc., including non-standard terms, for a software subscription used to manage customer inquiries, issues, and support requests, with the contract term beginning November 5, 2024, and remaining in effect so long as there is a valid service or statement of work, or until terminated by either party.
(Presenter: John Johnson, Assistant Auditor-Controller/Treasurer/Tax Collector, 382-7005)
Body
COUNTY AND CHIEF EXECUTIVE OFFICER GOALS & OBJECTIVES
Improve County Government Operations.
Operate in a Fiscally-Responsible and Business-Like Manner.
FINANCIAL IMPACT
Approval of this agreement will not result in the use of Discretionary General Funding (Net County Cost). The Main Services Agreement (Agreement) with Zendesk, Inc. (Zendesk) is non-financial in nature and does not commit the County to make any purchases. If future purchases are made under this Agreement, the Auditor-Controller/Treasurer/Tax Collector (ATC) will adhere to County purchasing policies and return to the Board of Supervisors (Board) for approval, if necessary.
BACKGROUND INFORMATION
ATC is in the process of modernizing and updating the existing forward-facing public website. This website upgrade will streamline ATC's customer service operations, improve response times, and increase customer satisfaction when using ATC's website. The Agreement outlines some of the terms needed for future purchases of Zendesk subscription services, which will enable the improvement of ATC's customer service.
ATC conducted research and evaluation of various customer service platforms and determined that integrating Zendesk'...
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