Agency MNIT

Contractor Tessitura

SWIFT Contract Number 126798

Project Name Tessitura Extended Services

Project Number (if applicable) {Empty}

Summarize purpose of the contract, including why it was necessary: Extended Services provides additional support for all Tessitura functionality that is beyond the scope of zoo staff including customizations, problem solving, upgrades, and other support functions.

Project Duration

Start Date Sat, 07/01/2017 - 00:00

Original end date Sat, 06/30/2018 - 00:00

Actual end date Thu, 06/30/2022 - 00:00

Did project finish on time? Yes

Total billable hours utilized (if applicable) {Empty}

Contract Amounts

Original contract: $40000

Amendments $148831.25

Contract total $188831.25

Did project finish within budget? No

What was the funding source? State

Is this a sole source contract? Yes

If this was a single source contract, explain why the agency determined there was only a single source for the services (if applicable) The work being performed requires proprietary knowledge of the system being supported. Only the company that developed the system has staff that possesses the expertise to perform the work.

Evaluator Name Michelle Clabaugh

Evaluator Email Address michelle.clabaugh@state.mn.us

Evaluate the contractor's timeliness 4 - Our extended services team were timely with responses & overall general service needs. One project involving school customizations wasn't satisfactory in timeliness.

Evaluate the contractor's quality 4 - Overall quality of extended services was satisfictory with needed assistance, meeting frequency and overall needs. Again, only one that were not up to expectations.

Evaluate the contractor's cost 2 - The price increase wasn't communicated until it was time to renew the contract. Tessitura hours tracking wasn't consistent, kept going over hours requiring amendments.

Evaluate the contractor's overall performance 4 - Tessitura is a very large CRM system with a substaintial client base within cultural institutions. This expertise allow us to use this system to cater to our specific audience.

Would you engage the contractor's services again? Yes

Describe any negative action taken during the duration of this contract (i.e., termination, pursuit of suspension, etc.): Received comp time from Tessitura for prolonged time on school customization project that is still not resolved.

Please rate the overall experience with the contractor 3 - neutral