25D - AGMT AND AMEND FOR UTLILITY BILLING SOFTWARE

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Award Agreement with Systems and Software, Inc. and Amend Agreement with UtiliWorks Consulting for Utility Billing Software Upgrades, Program Management February 18, 2020 Page 3 environment (Capricorn), and mobile tablet and smartphone application services (integrated workforce management — Link Mobile). Water Billing System Background The City initially converted from a custom in-house legacy customer service utility billing system to enQuesta in March 2009. The existing version of enQuesta was implemented in 2016 as part of an interactive voice recognition (IVR) integration and upgrade. The enQuesta system is used by staff to manage over45,000 municipal utility service accounts (water, sewer, refuse, and sanitation) and to process over 324,000 municipal utility services bills each year. Making a timely transition from enQuesta version 4.5 to version 6.0 will allow the Public Works Agency to pursue the AMI meter upgrade project and allow for full integration between the AMI systems and enQuesta; by doing so the City will be following in the footsteps of comparable local cities, such as Anaheim and Brea. Staffing Options To provide adequate MUS customer service support during the multiple user acceptance testing periods, which will run serially over a 21-month period and which will require the participation of full-time customer service members, staff recommends an increase of $350,000 to Human Resource's AppleOne Employment Services contract (Exhibit 4). This funding increase will allow temporary hiring of five (5) supplemental part-time bilingual Customer Service Clerks for a time - limited term of twenty-one (21) months beginning April 1, 2020. Funds for this recommended staff augmentation exist within the Water Utility Budget. Invoice Cloud (Kiosk Payment Option) The City's existing integrated walk-up payment kiosk purchased in FY 2011-12 received partial replacement parts in 2017 but is in need of multiple hardware and software upgrades and ongoing future program hosting and maintenance. To address the issue of continuing support for enQuesta MUS customer payment options, staff is recommending that the walk-up Payment, which is at the end of its service life, be replaced with a new unit that supports updated hardware and software. The City's MUS merchant payment processor, Invoice Cloud, is also a fully authorized provider of walk-up kiosk payment solutions per their partnership agreement with Kiosk Information Systems, Inc., the City's original walk-up kiosk payment system provider. Invoice Cloud is willing, as an amendment to its existing renewal agreement for merchant processing services, to extend its contract with the City by two (2) years and offer a contingency option, solely exercisable by the City, for a fully updated payment kiosk hardware and software solution (Exhibit 2). This optional solution would utilize Kiosk Information Systems -certified hardware, software, hosting services, and program maintenance, and would be exercised on a 45- month prepaid lease basis beginning October 1, 2020 and continuing through June 30, 2024 for a net amount not to exceed $135,000 (all costs included). The Kiosk "go -live" would be coordinated with the conclusion of Phase One of the enQuesta upgrade in which all basic version 6.0 functionality necessary to support AMI is enabled, and this solution would initially cover all walk-up MUS payments (87% of current Payment Kiosk transactions) and could then be extended at the City's election to Dog License and Business License Tax payments. Please note, while customers do utilize the kiosk system during normal business hours, the overwhelming majority of customers utilize the Payment Kiosk when City Hall is closed (e.g. — transactions over the 2019 Holiday City 25D-3