Specifications include, but are not limited to: The Idaho Department of Labor (IDOL) currently uses Chime for Lync, a click-to-chat software, for its Unemployment Insurance (UI) call center. This software allows UI claimants to conduct an online chat with a customer support agent instead of waiting in a phone queue. This software has allowed IDOL UI division to handle more inquiries with less staff and is critical to operations. To replace the Chime for Lync software with another brand of click-to-chat software, IDOL would need to rebuild the infrastructure, reconfigure the software, make customizations, and retrain staff. The cost of this time and effort is unknown, but it would likely exceed any savings realized by having to procure a different brand of software. Also, when IDOL purchased the software in 2015 through Dell, the provider had a licensing model that required a large initial charge for the software and then a small annual software maintenance fee. They have now changed their pricing structure to an annual subscription fee, but have ‘grandfathered’ IDOL’s license and kept the pricing under the old model. The current annual renewal cost for 30 existing licenses is $7,244. IDOL IT is currently engaged in a project to replace our enterprise phone system, Skype for Business. We are targeting the end of calendar year 2023 to be complete with the conversion. We will be evaluating other potential click-tochat software packages during this conversion. We are requesting a one-year exemption to support us through the enterprise phone system conversion. IDOL is willing to obtain quotes from other vendors for Chime for Lync software to verify the current provider, Instant Technologies, is able to provide the lowest cost. IDOL is requesting a brand-name exemption to procure Chime for Lync software and to purchase additional licenses when needed. Please note: This is a Sole Source Notification.
