Interoffice Memorandum
DATE: April 21, 2026
TO: Mayor Jerry L. Demings and County Commissioners
FROM: Carrie Mathes, FNIGP, CFCM, NIGP-CPP, CPPO, C.P.M., Manager II, Procurement Division
CONTACT: Edgar Cuartas, Manager, Utilities Customer Services Division
PHONE: 407-254-9765
SUBJECT: Amendment No. 7, Contract Y17-125 Utilities Customer Information System Solution
ACTION REQUESTED:
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Approval of Amendment No. 7, Contract Y17-125 Utilities Customer Information System Solution, with Selectron Technologies, in the amount of $5,967,992.20, for a revised total contract amount of $12,402,878.20. ([Utilities Department Utilities Customer Service Division] Procurement Division)
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PROCUREMENT:
This amendment will add funding to support a five-year extension of the contract, which will allow the Orange County Utilities (OCU) Department to complete the necessary project due diligence and upgrades to the existing Customer Care & Billing (CC&B) Customer Information System (CIS) application. This will allow us to continue delivering essential services to our customers and will ensure continuous support with sufficient time to thoroughly test and validate the CC&B CIS solution for production use in alignment with industry’s best practices.
Selectron Technologies currently provides Interactive Voice Response (IVR), Web, Outbound, and Payment Gateway services to the OCU. OCU is currently exploring an upgrade to the CC&B application. Due to the project’s complexity and the need to design, configure, and test workflows for all channels-including IVR, web, payment gateway, outbound notifications, interface development, system configuration, and rigorous pre-deployment testing-an extension of five years is requested to maintain continuity and ensure ongoing support. The extension encompasses all listed hosted services benefits included in the quote. The strategic value of the five-year extension option offers OCU the greatest financial discounts and aligns with both operational and project timelines. The CIS implementation could take up to two years, followed by a stabilization period of six months. The CC&B application upgrade project has an approximate start date of the third quarter of 2026. Continuity of services provided through this contract is essential while OCU is implementing the CC&B CIS application upgrades.
FUNDING:
Funding is available in account number 4420-038-1308-3192.
APPROVALS:
The Utilities Customer Service Division concurs with this recommendation.
REMARKS:
The services provided through this contract are fundamental to the customer service approach of OCU. The requested five-year extension is needed to ensure we have the time needed to not only complete the estimated 2.5 years for CC&B CIS upgrades, but to properly plan and develop an updated Request for Proposals for these services after the expiration of the current contract. The original implementation took over three years due to its complexity; the technical requirements and the extensive integrations needed with our existing systems. Once the contract was awarded, we had to conduct due diligence and go through pricing negotiations prior to obtaining Board approval, obtaining ISS Security approvals for all County Network exchanges, training of the staff and all of the end users that will use the system. Furthermore, we needed to conduct testing of the solution, design intricate call flows, develop new interfaces, design the online portal for customers to navigate the new self-service application, and work with communication to advertise new options for our customers prior to launching the solution. We needed to design and implement the technical and functional specifications to make sure these met all security requirements. Extensive integration work, the development of API’s and interfaces to the CC&B billing application took months to ensure these worked smoothly with our other systems. Also, the mobility requirements had to be developed, tested, and users had to be trained prior to deployment while interfacing with our existing systems. Additionally, extending the contract by five years captures the most cost savings for the County in the amount of $380,389.82, bringing the five-year extension amount down to $5,967,992.20 from $6,338,382.02. Market research to establish price reasonableness revealed there are three vendors providing similar services and a comparison of transaction fees shows that they are charging $0.30 per transaction, while the five-year extension quote from Selectron Technologies demonstrates a $0.25 charge per transaction fee. Thus, pricing is reasonable and not excessive compared to other vendors in the market. Replacing Selectron Technologies as the vendor for Y17-125 would prove to be much more costly than the original implementation due to the intricate interfaces in place today and higher market gateway fees. As OCU’s database continues to increase, the volume of users will increase as well. We are currently paying $0.11 for bundled transaction pricing, which is in line with market trends. Additionally, the fees proposed by Selectron Technologies are backed by their commitment to credit card security and compliance with industry best practices such as Level 1 PCI-DSS annual assessments, third party security penetration testing, third party internal/external vulnerability scanning, and lastly application-based payment fraud prevention.
On August 7, 2018, the Board approved the selection of Selectron Technologies. Contract Y17-125 was executed on March 15, 2019 in the total contract award amount of $2,854,979.
Previous change order is as follows:
Change Order No. 1: Added Commodity Line 23 - Milestone 26, Prepaid Message Bundle includes 13,000,000 messages consisting of four-minute calls, emails, and SMS texts to the contract. Added funding in the amount of $14,250, for a revised total contract amount of $2,869,229.
Previous contract amendments are as follows:
Amendment No. 1: Added terms and conditions in Appendix B for Account Verification and Authorization services. This resulted in an increase of $11,200, for a revised total contract amount of $2,880,429.
Amendment No. 2: Increased the amount of billable prepaid message bundles from the CIS from 5 million transactions to 13 million transactions, with every prepaid message bundle over the initial 5 million billed at a rate of $.10 per transaction. This increased contract amount by $1,170,000. In addition, Amendment 2 added two outside drive-through kiosks and one indoor lobby kiosk. Amendment 2 also extended the contract by three years. All changes captured by Amendment 2 resulted in an increase of $3,147,009, for a revised total contract amount of $6,027,438. Board approval was obtained on February 7, 2023.
Amendment No. 3: Revised kiosk terms for kiosks secured with Amendment No. 2 from a lease to a purchase. Reduced the number of kiosks to purchase from three to two. Modified the Fee Schedule of the contract, resulting in a decrease of $299,352 for a revised total contract amount of $5,728,086.
Amendment No. 4: Added Professional Services-Credit Card Payment Cap line to the contract in the amount of $24,300, for a revised total contract amount of $5,752,386.
Amendment No. 5: Increased the number of transactions captured by the CIS, resulting in an increase of $660,000, for a revised total contract amount of $6,412,386.
Amendment No. 6: Added an additional test environment. This amendment is for Professional Services to build the environment on existing hardware, resulting in an increase of $22,500, for a revised total contract amount of $6,434,886.