City seeks authority to pay Medallia $328,000 more through 2027 for survey tool used across 30 departments

money

City seeks authority to pay Medallia $328,000 more through 2027 for survey tool used across 30 departments

City Council is being asked to increase spending on Medallia, a US-based digital survey and data-collection platform, by $328,069 CAD through 2027. The city has used the tool since 2018 across more than 30 divisions for public surveys, library feedback, and staff training. A pricing model change by Medallia in 2025 created a gap between the existing contract authority and actual costs. Staff plan a market scan and transition strategy in 2026, with a report back in 2027 to move City divisions to a lower-cost alternative, potentially a Canadian supplier.

not yet heardToronto City Council · Wed, Jul 29

Also in this item

• City committed to a market scan and transition away from Medallia by 2027, signalling an intent to reduce reliance on US survey tools and explore Canadian alternatives

The journey

Mon, Jul 20 · General Government Committee · adopted

Wed, Jul 29 · Toronto City Council · not yet heard

Why is this story here?

ContainedA $328,000 amendment to an existing contract is a genuine decision but bounded to one vendor and reversible once a transition strategy is complete. Staff explicitly frame this as a bridge to migrate to another solution. The decision does not close doors for future councils or alter City structure.Invisible to residentsNo Toronto resident experiences this decision. It is an internal technology procurement and licensing negotiation. The surveys Medallia enables touch residents, but the amendment itself, a mid-contract price adjustment to maintain existing service, is invisible to anyone outside the procurement process.

Stories are ordered by how much weight a decision carries and how directly it reaches daily life. They rise as a decision date approaches and fall as they age.

Official title: Amendment to Purchase Order 7200000116 with Medallia Inc., for Digital Data Collection and Analysis Tool · meeting video