Environment Background The City of Minneapolis is one of the top 50 large modern cities in the US and is also ranked as a top technology city. In a given week, the City’s Telecom Operations typically handles thousands of calls. 911 and 311 operations manage hundreds of calls per day to the various departments best suited for responding to citizen inquiries. Overseeing the City’s Telecom Operations is Business Information Services (BIS). Their mission includes: 1) implementing information technology solutions that meet business needs, and 2) providing cost-effective, efficient and reliable information services. In 2008, Calero-MDSL’s Integrated Telecom Management platform was added, in cooperation with Black Box, when the City looked to upgrade its Call Accounting services and add

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