COUNCIL AGENDA REPORT
TO: Mayor and City Council
FROM: Christopher Williams, Chief of Police
DATE: August 4, 2026
SUBJECT: Adoption of a Resolution Awarding a Purchasing Agreement to Hyper, a Motorola Solutions Company, for Hyper Non-Emergency Call Agent Services
Description:
The City Council will consider adopting a Resolution approving a purchasing agreement with Hyper, a Motorola Solutions Company, for Hyper Non -Emergency Call Agent services for the Santa Maria Police Department.
RECOMMENDATION:
1. Adopt a Resolution awarding a purchasing agreement to Hyper, a Motorola Solutions Company, for Hyper Non-Emergency Call Agent Services; and
2. Authorize the City Manager, or designee, to execute the agreement.
BACKGROUND:
The Santa Maria Police Department manages a high volume of non -emergency and administrative calls that can reduce call taker availability for emergency operations. Hyper has proposed an Artificial Intelligence (AI)-enabled non-emergency call handling solution designed to reduce the burden of routine calls on call takers, improve response times, and maintain focus on emergency operations.
The Hyper platform uses conversational Voice AI to handle routine, a dministrative, and non-emergency calls while escalating ambiguous, uncertain, or evolving situations to live call takers using a safety -first approach. The service includes intelligent triage, routing, multilingual support, jurisdictional address validation, configurable workflows, emergency detection, SMS follow -up, structured data capture, transcripts, call summaries, and analytics dashboards.
The proposed software would support the Communications Center by improving service to the community, increasing dispatcher efficiency, helping address ongoing staffing challenges without adding personnel, and supporting 9 -1-1 call takers with real -time transcription and language translation capabilities.
2 DISCUSSION:
Approval of this agreement would allow the Police Department to implement the Hyper Non-Emergency Call Agent in a phased deployment. The proposed service includes implementation, onboarding, workflow configuration, testing, deployment support, supervisor and administrator training, reporting config uration, analytics access, and ongoing technical and Customer Success support. Hyper also states that the platform can support multilingual deployments. The system can be aligned to existing systems and support future integration options.
Non-emergency and administrative calls consume significant Communications Center resources, and automation of a substantial percentage of non -emergency calls could allow call takers to remain available for in -progress emergencies and high -risk events.
The software could help address staffing and workload challenges by reducing the need for additional overtime, backfill, and added positions while improving service for non - English-speaking callers through multilingual capabilities.
In 2025, the Santa Maria Police Department managed approximately 180,000 calls with approximately 130,000 of those being non-emergency calls. The phased implementation is intended to improve queue availability and repurpose staff time toward priority and emergency res ponse. Hyper estimates the platform could contribute to long -term operational gains by handling or resolving a substantial share of appropriate non - emergency interactions as workflows expand over time.
The recommended agreement will be procured through th e Sourcewell cooperative purchasing program consistent with the City’s Purchasing Policy.
Alternative(s)
City Council may choose not to proceed with this purchasing agreement, which would result in continued reliance on existing call handling processes fo r non-emergency and administrative calls and would forgo the operational efficiencies, language support benefits, and service improvements identified in the proposal and prior budget request materials.
Fiscal Considerations
Funding for these services was approved in the 2026 -2028 budget cycle. No additional funds are needed as the cost of the software will be absorbed within the existing department budget and increased department revenues.
The total proposed agreement amount is $3 04,996 for a three -year term. The proposal breaks the amount into: Contract Year 1: Months 1 -5 ($24,999), Months 6-12 ($59,999), Contract Year 2 ($109,999), and Contract Year 3 ($109,999), with payment terms of Net
30. 3
Impact on the Community
Implementation of the Hyper Non -Emergency Call Agent is intended to improve non - emergency call handling, reduce queue pressure, and improve availability for emergency and priority calls. The platform is intended to improve customer service, reduce call processing times, support non -English-speaking callers, and improve operational efficiency within the Communications Center and for responding personnel.
ATTACHMENT(S)
A. Resolution
B. Hyper Quote
C. Hyper Proposed Contract