Summary Sheet- RFCA SUMMARY

CITY OF TEMPE
Meeting Date: 6/4/2026  
REQUEST FOR COUNCIL ACTION
Agenda Item: 7B11
ACTION: Ratify a contract increase with Verint Americas Inc. for the purchase of a water rebate 
program management software solution.
FISCAL IMPACT: The total contract amount will increase by $101,200 to a new not to exceed value 
of $518,087.34. Sufficient funds have been appropriated in the Capital Improvement Program (CIP), 
Project No. 6711289 (Citizen/Customer Rel Mgmt Syst) and cost center 3052 (Water Resources – 
Conservation) for anticipated expenditures during the current fiscal year and future fiscal years, 
contingent upon City Council approval of the City’s annual budget.
RECOMMENDATION: Approve the contract increase.
 
BACKGROUND INFORMATION:  (IT24-046-01) On January 23, 2025, City Council approved this 
contract award for an initial three-year period, with seven one-year renewal options to Verint Americas, 
Inc. for a customer relationship management (CRM) software solution. The CRM implementation is in 
the final stages with a go-live date scheduled for early July 2026. The increase in spending authority 
covers a new service that will provide the Water Resources Conservation Program with a rebate 
program management software solution and will cover sales tax that was not included in the original 
RFCA approved on January 23, 2025.
In late 2026, the Public Works Water Resources Conservation team was notified that support for the 
Waterways Rebate Management software would end on June 30, 2026. This software is used to 
manage rebate and consultation programs, including workflows, data capture, and automated 
notifications. It also includes analytics to track program activity, customer data, and reporting. 
Historically, this software was offered to Public Works through its Alliance for Water Efficiency 
membership at a discounted rate. The department and Information Technology researched the market 
and demoed various options. Verint Americas Inc. was identified as a viable vendor that meets the 
department's needs. After numerous discussions with Verint and the Customer Relations Center, it was 
determined that the Water Rebate Program management can be implemented within the existing 
311/CRM system. 
To avoid disrupting the processing and tracking of rebates for the Public Works Water Conservation 
Program and to meet the CRM go-live timeline, the implementation associated with water conservation 
needs had to start without delay. Verint worked with Public Works to provide an implementation plan to 
meet the existing software's end of life on June 30th, which would allow testing of both CRM and Water 
Conservation together, starting in June. 
Procurement staff utilized delegated authority to approve the contract increase on May 12, 2026, and is 
now seeking City Council approval to ratify the contract increase. As allowed by City Procurement 
Code, Laura Calder, Financial Services Director, has the authority to approve and sign contracts 
exceeding $100,000 when there are less than two Regular Council meetings scheduled in any month 
and action is necessary to ensure operational efficiencies
ATTACHMENTS: N/A
STAFF CONTACT(S):  Jared Morris, Information Technology Director, (480) 350-8090

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Department Director:  Laura Calder, Financial Services Director  
Legal review by:  Dave Park, Senior Assistant City Attorney
Prepared by:  Alicia Ruiz, Procurement Officer