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Home My WebLink About25B - AGMT - BILLING SOFTWAREREQUEST FOR COUNCIL ACTION CITY COUNCIL MEETING DATE: MARCH 15, 2016 TITLE: CONTRACT RENEWAL WITH SYSTEMS AND SOFTWARE, INC. FOR UTILITY BILLING SOFTWARE UPGRADES AND EXTENSION OF MAINTENANCE AGREEMENT (STRATEG PLAN NO. 7, 5) CITY MANAGER RECOMMENDED ACTION CLERK OF COUNCIL USE ONLY: rFGI11:1000 0 As Recommended ❑ As Amended 0 Ordinance on tat Reading 0 Ordinance on 2nd Reading ❑ Implementing Resolution ® Set Public Hearing For_ CONTINUED TO FILE NUMBER Authorize the City Manager and Clerk of the Council to execute a third amended agreement with Systems and Software, Inc. for a comprehensive upgrade of enQuesta, the City's utility customer service and billing system to include additional services for interactive voice recognition and mobile app integration, and to require approval for ancillary funds for hardware acquisition for an amount not to exceed $249,700. Authorization of third amended agreement to also include ongoing system maintenance for the annual calendar year periods of 2016, 2017, and 2018, along with two additional one year extensions for the annual calendar year periods of 2019 and 2020 exercisable by the City Manager and City Attorney, subject to non - substantive changes for an amount not to exceed $798,895. DISCUSSION Staff recommends approval of a third amended agreement ( "Amended Agreement ") with Systems and Software, Inc. for the City's existing utility customer service and billing system, ( "enQuesta "), to be upgraded from version 3E software to version 4.5, as outlined in the Amended Agreement (Exhibit 1). In order to ensure the City is keeping up with best practices as they relate to utility customer service and billing technology, a comprehensive upgrade for enQuesta is needed including, but not limited to: single sign -on web portal and electronic billing and payment presentation, real -time payment posting, mobile tablet and smartphone application services together with real -time interactive voice recognition ( "IVR ") access, and transition to advanced metering infrastructure. Staff also recommends that at the same time enQuesta IVR and mobile application integration "GO App" modules be licensed to fully support over the phone account access, which will permit customers to view their accounts, receive account messaging from the City, and make payments on a mobile basis. 2513-1 Contract Renewal with Systems and Software, Inc. for Utility Billing Software Upgrades and Extension Of Maintenance Agreement March 15, 2016 Page 2 The existing version of enQuesta was implemented in 2009 as part of an integrated Finance and Utility Billing software project between the City, Lawson Software, and Systems and Software, Inc. and now manages over 45,000 utility accounts and processes over 324,000 municipal utility services bills each year. In making a timely transition from enQuesta version 3E to version 4.5 the City will be following in the footsteps of comparable cities such as Anaheim Public Utilities and Riverside Public Utilities, as well as the South Coast Water District. The combined cost for upgrading the City's existing enQuesta system and related infrastructure, including additional services and equipment costs is $249,700. The breakdown of costs associated with upgrading are as follows: (1) Upgrading existing enQuesta customer service information system and ancillary utility billing software modules from version 3E to version 4.5 - $194,500; (2) Licensing an Interactive Voice Response (IVR) integration with Selectron Technologies, Inc., the City's IVR provider - $24,000; (3) Licensing an integrated mobile application (enQuesta GO App) - $7,000; and (4) Expenditure of budgeted funds for related hardware and associated virtualization costs needed to develop and maintain enQuesta 4.5 training, testing, and production environments - $24,200. Staff also recommends renewing the existing maintenance agreement that provides annual basic software maintenance and support, which entitles the City to receive version software updates and technical support services for enQuesta as well as the third -party Oracle database software used by the enQuesta system. The agreement stipulates the maintenance plan continue to renew automatically for each contractual year unless canceled. The current year (2016) basic maintenance fee is $137,236 and is subject to a maximum increase of 4% annually for the annual calendar periods of 2017 and 2018 and the optional one (1) year extensions for 2019 and 2020 exercisable with a written request by the City Manager. In addition, staff requests authorization for related ancillary maintenance funds for IVR integration and mobile enQuesta GO App integration modules in the amount of $15,000 beginning fiscal year 2016 -17. The ancillary maintenance amount includes an initial $2,500 for 2016, which is prorated for "go -live" months of November and December, then increasing to $12,500 for full 2017 year. Annual increases during the remainder of the base contract period shall not exceed 4 %, to include 2019 and 2020 calendar years(s) upon the exercise of optional one (1) year extension(s). Anticipated enQuesta software maintenance costs, basic system and ancillary upgrade combined total $798,895 and are outlined in the Fiscal Impact section below. 25B -2 Contract Renewal with Systems and Software, Inc. for Utility Billing Software Upgrades and Extension Of Maintenance Agreement March 15, 2016 Page 3 STRATEGIC PLAN ALIGNMENT Approval of this item allows the City to meet Goal #7 - Team Santa Ana, Objective No. 5 (Create a culture of innovation and efficiency within the organization). FISCAL IMPACT Funds will be budgeted and available for upgrade project completion costs as follows Description Account No. FY 2015 -16 FY 2016 -17 Amount Upgrade of Software 10910144 -66510 $ 86,000.00 $ 108,500.00 $ 194,500.00 IVR Integration 10910144 -66510 $ 0.00 $ 24,000.00 $ 24,000.00 GO App Integration 1 091 01 44 -6651 0 $ 0.00 $ 7,000.00 $ 7,000.00 Hardware /Virtualization 10910147 -66400 $ 24,200.00 $ 0.00 L_24 200.00 Total Upgrade Project Completion Cost: $ 249.700.00 Funds will be budgeted and available for on -going basic software system maintenance and ancillary upgrade maintenance as follows: Description Account Na Fiscal Year _ Amount Basic Software System Maintenance 10910144 -62300 FY 2015 -16 $ 68,618.00 and Ancillary Upgrade Maintenance 10910144 -62300 FY 2016 -17 $ 148,730.50 10910144 -62300 FY 2017 -18 $ 158,329.50 10910144 -62300 FY 2018 -19 $ 164,663.00 10910144 -62300 FY 2019 -20 $ 171,250.00 10910144 -62300 FY 2020 -21 $ 87 304.00 Total On -going Maintenance Cost: §_798,895.00 APPROVED AS TO FUNDS AND ACCOUNTS: Francisco Gutierrez Jac fTieulla Executive Director Chchnology Innovations Officer Finance and Management Services Agency Inf mation Technology Department WH Exhibit: 1. Amended Agreement 25B -3 25B -4 THIRD AMENDMENT TO AGREEMENT `PHIS °rHiRD AMENDMENT TO AGREEMENT is entered into on March 15, 2016, retroactive to January 1, 2016 in order to provide continuous uninterrupted service, by and between Systems & Software, Inc., a Vermont corporation ( "S &S ") and the City of Santa Arsna, a charter city and municipal corporation organized and existing under the Constitution and laves of the State of California ( "City "). RECITALS: A. The parties entered into that certain Agreement A -2004 -053, dated March 3, 2008, (hereinafter "said Agreement ") by which S &S has licensed to City, utility billing application software, along with support and maintenance of such software. B. The parties successively entered into: (1) a First Amendment to that Agreement (A- 2010 -016) on February 10, 2010 to clarify the process for annual renewal of support services and to amend the calculation by which the Support Service Program cost will be adjusted; and (2) a Second Amendment to that Agreement (A- 2013 -003) on February 13, 2013 to amend said Agreement to extend the Terms by one -year with the option of two additional one -year renewals. WHEREFORE, in consideration of the covenants contained in said Agreement, and subject to all the terms and conditions of said Agreement, except those amended in the afore - mentioned First and Second Amendments to said Agreement, the parties agree as follows: 1. The parties hereto now desire to amend said Agreement to extend the Tenn by three (3) years beginning with the 2016 calendar year with the option(s) to further extend said Agreement for two additional one (1) calendar year period(s) (2019 and 2020), exercisable by the City Manager and City Attorney upon a written request executed by the City Manager, subject to non- substantive changes approved by the City Manager and City Attorney. 2. The parties hereto now desire to amend said Agreement to upgrade the enQuesta Customer Service Information Service and Utility Billing Software application (version 3E) as described in Exhibit 1 of said Agreement ( "enQuesta ") to version 4.5 as described in S &S'enQuesta Upgrade Statement of Work, dated February 16, 2016, which is herein incorporated by reference as Exhibit A. 3. City agrees to pay, and Consultant agrees to accept as total payment for its services, the rates and charges identified in Exhibit A in accordance with the Payment Schedule as set forth in Appendix F. The total sutra to be expended thereon under this Agreement shall not exceed $225,500.00 for the enQuosta version 4.5 upgrade. In addition thereto, the City agrees to pay and the Consultant agrees to accept the enQuesta software maintenance ;payment schedule as set forth below: Base Contract Period (2016 & 2017 & 2018) Basic Software System + Upgrade Maintenance FY 2015 -16 - $137,236 +$ 0 $137,236 FY 2016 -17 - $142,725 + $ 15,000 = $157,725 FY 2017 -14 - $148,434 + $ 13,000 $161,434 Total = $456,395 Optional Contract Period (2019 & 2020) Basic Software System + Upgrade Maintenance FY 2018 -19 - $154,372 + $ 13,520 = $167,892 FY 2019 -20 - $160,547 + $ 14,061 = $174,608 Total —$342,500 - . The total annual sums as set ,forth .above represent the maximum software maintenance payment. schedule. The atmnual sum due shall not exceed said annual amount and shall be computed in accordance with Section 4, SUPPORT SERVICES, subsection C "Enrollment & Pricing " as amended pursuant to the First Amended. Agreement (A-2010-016) which provides that the minimum annual increase shall be 2,5 % and the maximum increase shah not exceed 4 %. 4. Payment by City shall be made within thirty (30) days following receipt of proper invoice evidencing work performed, subject to City accounting procedures. Payment need not be made for work which fails to meet the standards of performance set forth in the Recitals which may reasonably be expected by City. S. Except as hereinabove amended, all terms and conditions of said Agreement shall remain in full force and effect. 6. This Agreement must be signed below and play be signed in counterpart and delivered by fax, email as a PAZ' (Portable Document Format) file attachment, or other means that displays the original or a copy of the signatures. Any subsequent amendments may be signed and delivered in the same manner. 11/ {Signatures on following page) Z 25B -6 IN WITNESS WHE-REOF, the parties hereto have executed this Third Amenchnent to Ageemem the date and year first above written. ATTEST: MARIA D. HUIZAR Clerk of the Council APPROVED AS *TO FORM: SONIA R. CARVALITO City Attorney By. Usa Storck Assistant City Attorney RECOMMENDED FOR APPROVAL Francisco Gutierrez Executive Director Finance & Management Services Agency CITY OF SANTA ANA DAVID CAVAZOS City Manager Systems & Software, Inc. Naine: Title: Tax ID# 3 25B-7 r -oo EXHIBIT A City of Santa Ana enQuesta Upgrade Statement of Work February 16, 2016 Systems & Software City of Santa Ana - enQuesta Upgrade Statement of Work Page 1 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject to 2e."-Afo -ia Public Records Act Document Control Reviewers Approvals Distribution .Name Position Name Position Name Location Santa Ana Santa Ana CA S &S I Williston. VT City of Santa Ana - enQuesta Upgrade Statement of Work Page 2 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t t ilifiry Public Records Act Table of Contents INTRODUCTION................................................................................... ..............................4 Background................................................................................. ..............................4 Objectives................................................................................... ..............................4 SCOPE AND RESPONSIBILITIES ....................................................... ..............................5 ProposedScope .......................................................................... ..............................5 NewFeatures List ....................................................................... ..............................5 Project Responsibilities .............................................................. .............................16 enCluesta Upgrade Proposed High Level Activities and Timeframe ........................22 ServerHardware ........................................................................ .............................23 Outof Scope .............................................................................. .............................23 PROJECT COMMUNICATION ............................................................. .............................25 Change Control Process ............................................................ .............................25 Project Team Communication and Responsibility ....................... .............................25 Issue Escalation Process ........................................................... .............................25 APPENDIX A - INTERFACE LIST ...................................................... .............................26 APPENDIX B - SAMPLE SIMULATION PLAN ................................... .............................27 APPENDIX C - CHANGE REQUEST FORM ....................................... .............................28 APPENDIX D - PROJECT ACCEPTANCE FORM ............................... .............................29 APPENDIX E - DETAIL PRICING APPENDIX F - PAYMENT MILESTONES ......... 30 ......... 31 City of Santa Ana - enQuesta Upgrade Statement of Work Page 3 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t2tb-,§lif1nf Public Records Act INTRODUCTION Background The City of Santa Ana and Systems & Software, Inc. (S &S) have agreed to engage in the upgrade of the existing enQuesta Customer Information System (CIS) and ancillary modules. Under this arrangement, the City of Santa Ana will upgrade from their currently installed release of enQuesta 3e to enQuesta 4.5. With this upgrade, the City of Santa Ana will be moving to a leading edge Customer Information System (CIS) platform that will act as a springboard for current and future customer service enhancements that the City of Santa Ana will look to be rolling out. In addition, enQuesta 4.5 is fully compatible with any AMI "Smart Grid" meter system initiatives that are coming to the City. The City's continued enQuesta investment is a sound investment for delivering the functional and technical benefits that the City is looking for. From this point forward, the City of Santa Ana shall be referred to as 'the Customer' and Systems & Software shall be referred to as'S &S'. All future references to enQuesta shall specifically refer to enQuesta v4.5 unless otherwise specified. All future references to the enQuesta Reporting Portal, WebConnect and other ancillary modules shall specifically refer to the enQuesta 4.5 version unless otherwise specified. jectives • Establish the Customer on the standard version of enQuesta 4 (Version 4.5). • Implement the new features that have been identified within this statement of work. • Assist the Customer in upgrading to the most current versions of Database 12c, Operating System and Middleware. • Identify areas for process improvement and make best practice recommendations within the scope identified in this statement of work. • Upgrade S &S' next generation reporting solution, the enQuesta Reporting Portal, to the current version utilizing Cognos BI 10.2. City of Santa Ana - enQuesta Upgrade Statement of Work Page 4 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t�t lifl2' Public Records Act SCOPE AND RESPONSIBILITIES Proposed Scope • The core CIS (Billing, Service Orders, Collections, Customer Care) and ancillary modules will be ported forward to allow for continued use of existing functionality. • enQuesta system interfaces that are currently licensed will be ported forward and maintained in their as -is state, unless modified per this Statement of Work. (See Appendix - Attachment A - Interface List). • enQuesta system modifications and enhancements that have been implemented by the Customer will be ported forward and maintained in their as -is state, unless modified per this statement of work. The customer has elected to implement the following new features: New Features List This enhancement list serves as a basis to describe selected major features and changes within the enQuesta product release. Advanced Search Advanced Search provides a quick, powerful way to locate customer accounts. After every keystroke a new search is sent to the server. Similar to a Google search, the idea is that the user checks the results as they type. If the result they are looking for is not within view - they simply keep typing to further refine the search. The goal is that each search is satisfied without the user having to scroll or page through the results. Advanced search allows for partial names to be entered. For example'jo' will match upon 'Jones,' john,' or journal st.' Behind the scenes it is creating a wildcard query. So for example 'jo' is sent to the server as'jo *'. This is very powerful and means that the user doesn't have to completely type each term they are looking for. For example a query of Jon sol' might be all that is needed to find customer Jones living on Soldano Ave. The Inguiry Portal Advanced Search feature has been enhanced to allow users to save personal search criteria sets for future use. Also, users who are configured to see the same Inguiry Portal view have the ability to save and share search - criteria sets. Routing Work Orders via Work Queue Some work orders require follow -up tasks outside the work order itself. For example, a follow - up call to make sure a recent complaint has been resolved. Work order types can be configured to assign such tasks to specific employees by e -mail and to generate an entry on their Task Routing Work Queues to organize and facilitate these follow -up tasks. Things like: • Calling back two weeks after a complaint to ensure that the customer has been satisfied • Sending an e -mail • Mailing utility literature /documentation • Arranging a replacement refuse bin for a customer with a broken bin City of Santa Ana - enQuesta Upgrade Statement of Work Page 5 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t�t lifIr Public Records Act • And so on Or, the main task of a work order might be complete, but secondary tasks remain. These situations are where the enQuesta Task Routing Work Queue can help: It prompts the right employee(s) to execute required follow -up action later on — independently of the work order. WebConnect"" Account Reminders WebConnect was enhanced to provide Utility customers with a popup alerting them to update their personal information based on configurable time - frames. When a customer opens a new WebConnect account or their personal information hasn't been updated in the defined number of months, the Information Update Notice popup will display. Any changes the customer makes online to their personal information are automatically updated to the enQuesta databases, with no work order being created for these changes. enQuesta Credit Refunds We have added substantial functionality the Credit Refund processes. There is a new option in On -line Posting that allows a user to enter Credit Refunds to one account regardless of the active code. The user selects a reason code that is visible on the inquiry screen for future references. Once the Credit Refund is entered, a Fast Fact will display and a pending transaction shows in billing history. With enQuesta v4.5 we now support the following business requirements: • Business Rules can be defined by reason code for grace period, maximum /minimum balance, approval required and approval amounts. • Ability to have a grace period between the last payment date and the issuance of a refund check. • Ability to issue a credit refund, regardless of the balance due on the account, in the event of a payment made in error. • Ability to cut a check for any specified amount regardless of balance of account but not to exceed the credit balance on the account. • Ability to automatically generate security deposit refunds as a credit to the account based on pre- defined rules. • Ability to issue a check for a user - specified amount for any reason (over charges, etc.) regardless of the account balance. • Provide on -line reviews through work queue of any credit refunds that did not pass the business rules based on the reason code: • Approve • Deny • Add Stop Credit Refund Flag • Remove Stop Credit Refund Flag Notifications & Communication Preferences Utilities can now give their customers the option of signing up for account -based reminders via a range of methods from email to paper to SMS Text Messaging. This functionality is supported via Call Center input from Inquiry Portal, as well as Customer Self- Service via WebConnect. In City of Santa Ana — enQuesta Upgrade Statement of Work Page 6 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tptbe 1114 Public Records Act addition, we have included powerful 3rd Party and Co- tenant functionality to ensure that the complete range of account relationships handled by the utility is covered. (Please note: SMS capability is dependent upon the utility having a relationship with Yd party vendor, Integration services are not included in the standard enQuesta SOW. S &S can recommend providers we have worked with in the past.) Storage, Retrieval, and Delivery History for enQuesta- Generated Documents If a utility uses the enQuesta Document Designer tool to create documents (Letters, Work Orders, Bills), these documents can now be viewed in PDF format directly from the Inquiry Portal — in context of the account being viewed. The display includes details such as Delivery Methods (Email, Paper, and Text), Delivery Dates, and Statuses. In addition, the CSR is able to resend the documents directly from the Inquiry Portal interface. Notepad Expiration Date enQuesta now provides the ability to have expiration dates on user - defined notes. Expiration dates can be set up at the time of creation. All system - generated notes will also generate an expiration date if the Notepad Types Expiration Days are configured to expire. enQuesta General Ledger Expansion The enQuesta system was enhanced to allow for flexible GL Account Number formats. The GL account number can now be up to 80 characters. In addition, new Look Up functionality has been created to allow for GL Account Descriptions or Segment Fields to be retrieved from the database in real -time. Billina Algorithm Tool With the latest version of enQuesta, the Billing Algorithm Tool enables one rate to act differently for different accounts based on specific account attributes. It enables utilities to modify specific billing -rate functions dynamically according to variables at the account, premise, service, meter, or item level. The Billing Calculation normally applies billing rates even - handedly across all accounts. However, a utility may sometimes want to target- modify (at the account level) an ordinarily - fixed element of a rate (an operand). Examples of such modifiable operands are step -rate tier size /charge, customer charge, and discount amount. The Billing Algorithm Tool modifies rate operands automatically at the account level according to configurable formulas (algorithms) containing customer - specific variables. Algorithm -Tool formulas can be applied to specific rate operands inside specific rates during Billing Rate setup. For example, the tool could generate a formula for target- modifying a Primary rate's step -tier amount for customer accounts having a particular report code variable or modifying a discount or surcharge amount for accounts in a specific property class. Or, a particular step tier of a particular rate might have its tier size set to zero by a formula — causing the tier to be intentionally ignored during the Billing Calculation. This functionality also works with Item Rates and Item Rate Driver. GL Batch Drill Down A new Accounting Inquiry has been created based on GL batch number that can drill through to the CIS detail data (such as the Billing Register). This interactive reporting feature lets you scrutinize G/L records down to individual transaction records for specific accounts. City of Santa Ana - enQuesta Upgrade Statement of Work Page 7 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t�t�lifI� Public Records Act A G/L batch is created whenever an enQuesta update is run. The G/L Batch Inquiry Drill Down lets you: • View all the different enQuesta Account Type /Account Code charge combinations (reference numbers) comprising the selected G/L batch's charges. • Within each charge reference number, view all G/L account codes and their corresponding debits or credits. This also normally displays in relevant G/L journals. This normally displays in relevant G/L Journals. • Cross check for each reference number charge the total of G/L debits or credits vs. the total of corresponding CIS History transactions (such as Billing History or Cash History transactions). These should have opposite signs and net to zero. • Download /open a CSV file providing an account -by- account breakdown of all the enQuesta CIS history transactions for a selected reference number within the selected G/L batch. • Automated balancing spread sheet is available during all updates that affect GL Control accounts. Also, the user can be notified if the trial balances for A/R and Deposits are not in balance with the General Ledger. Deposit Transfers The enQuesta Work Order programs were modified to provide additional functionality for Deposit Transfers. When a customer moves from one premise to another within the utility's service area, an additional deposit amount can be required, if warranted. A few specifics: • enQuesta work orders will now calculate the deposit increases /decrease when a customer moves from one premise to another. The work order will display the minimum increase, calculated deposit amount, deposit transfer amount and new deposit amount and refund amount. • enQuesta now distinguishes between "Current Billed Deposits" vs. "Past Due Billed Deposits ". The payment priority now has a new option added for "Past Due Deposits ". This will allow payments to be applied to "Billed Past Due" deposits vs "Current Billed Deposits ". o The collections process has an option to include "Past Due Deposits ". • The "Auto Deposit Refund" now allows for account selection based on credit score. • The "Auto Deposit Increase" now selects account for increased deposit based on credit score. The work order system has new validation to ensure deposits are transferred and refunded correctly and are kept in balance. Work Order Inauiry Leveraging the framework established with the Advanced Search, enQuesta v4.5 includes a new "Work Order Inquiry" Search. This supports the ability to search for specific ranges of Work Orders Numbers, Routes, and Cycles in a dynamic, auto - filtering fashion. Work order search enables you to quickly look up — across all enQuesta accounts — all the work order records for any particular: • Route or cycle (or one or more ranges of routes of cycles) • Work order year City of Santa Ana - enQuesta Upgrade Statement of Work Page 8 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tAblif% Public Records Act • Work order number (or one or more ranges of work order numbers) • Work order type (such as Meter Exchange, Move -Out Move -In, Add Budget, etc.) • Meter or communication device • Schedule date or date range • Application • Work Order Status (History, Complete, External, Hold pending a reading, Not Printed, Printed, etc.). You can also filter simply for orders not yet in history. • Service area • Field worker • Property class • Customer name (across multiple accounts) • Address (across multiple accounts) After you set your desired search term(s) and filter(s), enQuesta lists work orders satisfying your criteria. This scrollable, multi - column result list includes over twenty order parameters. The Work Order Search screen provides you with these useful link columns: • [Work Order] Number — Click this link to display the work order in View mode (read only). When done, click the Back button until you return to Inquiry. • Account Number — This exits you from Work Order Search and takes you to that work order's specific account in Inquiry, where you can perform work -order or other actions as you would normally. Batch Rebill Standard REBILL on the Online Posting menu is a manual procedure used to individually set one or more accounts to re -issue the latest bill during a subsequent "Special Billing" run. This type of REBILL is typically run to correct parameters such as rates, dates, or readings that were incorrect on the original bills of a small number of accounts. But what if a large number of just - billed accounts are affected by such an error? For example, every account in a particular billing run or every account billed with a particular rate. To solve such larger -scale problems, the automated BATCH SET ACCOUNTS TO REBILL and BATCH SET ACCOUNTS TO REVERSE programs are now available from the enQuesta v4.5 menu system. Unlike the Online Posting method, where you mark accounts for REBILL individually, in BATCH SET ACCOUNTS TO REBILL and BATCH SET ACCOUNTS TO REVERSE you first create and then upload into enQuesta a text file listing all the accounts to receive the adjustment. City of Santa Ana - enQuesta Upgrade Statement of Work Page 9 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tA liflal Public Records Act Essentially, all three rebill methods follow these general steps: 1. Setting Accounts to Rebill — Includes setting the Customer Master File's Status Code to tag the account to receive a rebill during the next special billing run for the applicable rebill type. 2. Correcting What Was Wrong — User fixes the incorrect rate, date, reading, or other parameter that caused the bill problem. 3. Performing a "Rebill Special Billing" Run — enQuesta backs out (offsets) the old bill and (except for the BATCH SET ACCOUNTS TO REVERSE program) creates a new bill to replace it. enQuesta Work Queue enQuesta Task -Based Work Queue System - Provides a central location to view and manage daily tasks that require user intervention. S &S will provide the following four (4) work queue configurations as part of the standard deployment for the upgrade. The Customer will be responsible for writing and testing optimized SQLs to create any additional queries and S &S will add these SQLs to the Work Queue configuration as a regular part of the annual support and maintenance contract. The Customer will be responsible for the performance impact that any such SQLs may have on the Work Queue as well as other areas of the system The Customer has requested 3 new work Queues Credit - New CIS report, Billing Accounts in Flat, and CIC changes to error Que. The customer will be providing more details for these Queues to be created and S &S will work with the customer to get these deployed. S &S will be adding enhancements for this implementation to allow a user to select which query will run instead of all query running when entering the program. 1. Open Work Orders a. Standard filter will be provided and more specific user or group based filters can be created by the Customer based on the following criteria (e.g., filter for only open shut off work orders): • Work order type • Work order status (e.g., NP, PR, CP, HS, etc.) • Work order scheduled date • Worker b. Users will be able to complete the following actions from the work queue: • Access inquiry and account drill downs • Complete, void or create a work order • Re- assign a work order 2. Work Order Fatal List a. Standard filter will be provided and more specific user or group based filters can be created by the Customer based on the following criteria (e.g., only move in /out fatals): • Work order type • Work order status (e.g., NP, PR, CP, HS, etc.) • Work order scheduled date • Worker City of Santa Ana - enQuesta Upgrade Statement of Work Page 10 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tp�t f�lifirr Public Records Act b. Users will be able to complete the following actions from the work queue: • Access inquiry and account drill downs • Complete, void or create a work order • Re- assign a work order 3. Adjustment Approval (Multi -Level Adjustments) a. This work queue will display a list of the adjustments that have been made by users over the configurable dollar amount and time period parameters set by the utility using the enQuesta multi -level adjustment functionality. b. Supervisors with the appropriate security level will be able to approve or deny adjustments using this work queue. c. Multi -Level Adjustments requires business rules of the adjustment process be defined prior to going live with this module. 4. What I did today a. This work queue will display a list of all the accounts a user accessed on a given day. Document Desianer Document Designer is Standard and Utilized for formatting print templates for enQuesta Work Orders and Letter Generation. a) S &S will ensure that all letters and work order documents will be converted into Document Designer format prior to simulation. b) S &S will provide user training to the core team responsible for formatting enQuesta Work Orders and Letter templates. Job Scheduler enQuesta Job Scheduler - The enQuesta Job Scheduler allows the Customer to schedule key processes - taking away the need for human intervention. The Job Scheduler User Interface displays a forecast of pending jobs as well as status indicators for jobs in- flight. The product also supports the automatic notification of alerts to key utility resources. a) The enQuesta Job Scheduler will be set -up to include: Billing Processes: • Calculation • Pre - Billing Kick -out Processes • E -Bill Calculation • Bill Printing Collections Processes: • Delinquencies • Notices • Penalties • Credit Fund Transfers • Installments Break • Promise to Pay Break City of Santa Ana - enQuesta Upgrade Statement of Work Page 11 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t��lifirya Public Records Act • Shut -Offs Trial Balance WO Control Sheet WO Pre - update and Update Standard Cash Payment File Upload WebConnect GO Ana S &S will provide a mobile application (!Phone, iPad and Android) for use by the Customer's customer base as an extension of a subset of WebConnect functionality. The Customer will receive the latest v1.1 release with the following features included. !OS app will target 10S 6.1 or above • Android will target Android 3.2.2 or above • Apps will be branded with the Customer's Look /Feel (S &S will build UI with the Customer's direction) • The app can leverage pre- registered WebConnect user credentials • Customers have an option to register for an account from the app. • The app will present multiple enQuesta accounts tied to WebConnect accounts (as in desktop version) • Apple /Droid "marketplace /stores" will present N. Harris Computer Corporation as the developer of the mobile app • The Customer will review marketing verbiage for app descriptions to be displayed in each of the respective stores (Google Play Market Place, !OS App Store). • The Customer will provide test accounts both test and production environments for screenshots required by the download stores • "Make Payment" buttons - each enQuesta account tied to a WebConnect account will have a "Make Payment" button o Make Payment will launch the mobile version of InvoiceCloud's make payment screens. • Social Media: the app will support following the Customer's Twitter feed and Facebook page (if applicable) • The Customer will provide S &S RD access to WebConnect server to install ESB for required ports for communication between WebConnect /enQuesta /and Go • The following WebConnect functionality is supported: o View Summary: • Service Address and Web Connect email • Amount Belled • Amount Pending • Amount Due • Rate Description • Reading / Usage Chart • Meter # • Current Reading • Previous Reading • Consumption • Reading Date • Previous Date • Consumption Graph • Payment History • Update Mailing Address • Billing History with Past Bill Viewing • eBilling Enrollment /Update • Custom Links • 3 for the login page City of Santa Ana - enQuesta Upgrade Statement of Work Page 12 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tyrn� r•alitariya Public Records Act Push Notifications - S &S will work with the Customer to create push notifications for the following scenarios based on the enQuesta setup: • "Bill is Ready" • "Account Is Past Due" (Notices) • "Imminent Shut off' (Notices or work order) • "Global Message" to all mobile users • Push Notifications are fire /forget': this version does not support enQuesta acknowledgment of opened / delivered notifications • If the user's device is set to accept notifications, the Customer alerts will be delivered to signed -in accounts: this version does not support subscribe /unsubscribe profile updates • The customer is required to test and sign -off for Push notification criteria prior to live. WebConnect - Standard - Customer Self Service Web Portal No additional service for payment integration will be required if the customer uses InvoiceCloud for payment processing. If other vendors will be required, additional scope and analysis will be needed. Functionality Description Customer Over Web, enrolled users may use combination of Account Setup of Web Number and Last 4 digits of SSN (or other unique identifier) to Account - initially setup a new WebConnect account. An alternative will be Premium Account Number and Home Telephone Number. Access WebConnect users who do not know their SSN will call the Customer during business hours and speak with a CSR to establish access. The Customer assumes responsibility for ensuring proper authorized individuals are "set up ". The Customer will provide the last 4 digits of the SSN for gaining access to setup a WebConnect account. The user will proceed to account setup to then establish the new account. The user may select a unique Userid - Alphanumeric with a minimum length of 6 characters and maximum length of 12 characters The user may select password - Alphanumeric, case - sensitive with a minimum length of 6 characters and maximum length of 12 characters The user will be required to provide valid email address. This email address will required to complete the online setup process The user will be required to select and answer 1 "secret question" with the answer being used to authenticate identity should the user forget their ID or Password. When the correct answer is given to the "secret question ", a temporary password for that WebConnect account will be emailed to the user's email address City of Santa Ana - enQuesta Upgrade Statement of Work Page 13 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t2tfjE ,§lif2V Public Records Act City of Santa Ana - enQuesta Upgrade Statement of Work Page 14 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tcyf[, 11 rrya Public Records Act on file. When user enters Userid and temporary password, they will be prompted to enter a new, permanent password. Account Enrolled users will be able to view such information as account Summary owner, current balance, current & past due amounts and last payment dates. Billing History Enrolled users will be able to view a tabular list of the detail of previous Bills including such information as Bill date, Consumption and Bill Amount including Past Due Charges. The number of months of history available to users is configurable by the utility. Billing History will be able to be exported out to Excel with the single click of an icon. Consumption Enrolled users will be able to view a tabular list of the detail of the History last 12 Readings including such information as Reading Date, Prior Reading, Current Reading and Total Consumption. Users will have the option of viewing Consumption History in either tabular form or in a graphical bar format. Consumption History will be able to be exported out to Excel with the single click of an icon. Bill Enrolled users will be able to view the enQuesta bill image. This Presentment will be the same bill image format as is available through enQuesta. No actual integration to an imaging system is required or planned for, beyond that which is specific in this Statement of Work. Change Standard change password screen. Password User The WebConnect enrolled user will be able to change settings on Administration his /her WebConnect account such as change password, change email address and add /remove enQuesta accounts. The enQuesta operator will be able to manage WebConnect user accounts, reset a WebConnect enrolled user's password and create a WebConnect account for a customer. Configuration Utility website administrators will be able to control some of the Toolset content of the WebConnect portion of their website, such as the number of months of history that is displayed and the number of viewable bill images. They will also have the ability to manage the content of selected areas of Account Information and Service Request screens: e.g., add a message to the top of History screens. We have made every attempt to develop the product to be as configurable as possible. However, not all areas are configurable. If the Customer would like to make a change to screens or language that is not configurable in the product, it will be treated as an enhancement request. Utility A WebConnect administrator at the utility can upload selected Uploaded forms in any binary format. Forms City of Santa Ana - enQuesta Upgrade Statement of Work Page 14 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tcyf[, 11 rrya Public Records Act WebConnect Usage and Administrative Reporting The ability to understand what percentage of your enQuesta accounts use WebConnect and what volume of your service orders are generated through WebConnect will be available and the number of new WebConnect accounts. Payment Enrolled users will be able to view every payment transaction History made for each enQuesta account being managed by the WebConnect enrolled user. Payment History will be able to be exported out to Excel with the single click of an icon. Service The WebConnect enrolled user will be able to initiate any of the Requests service requests enabled by the utility for WebConnect. Some (Work service requests may require the enrolled user to enter additional Management) information. The following service requests may be enabled by the utility for WebConnect: • Change of mailing address and phone number • Transfer of Service (not available in real -time) • Disconnect Service (not available in real -time) • Promise to Pay If the utility is leveraging Promise -to -pay functionality, they will need to supply the eligibility rules at the start of the project • Electronic Bill Delivery Signup (tbd)]\ • Recurring ACH Payment Signup • Report Outage • Generic Question/ Message Note: Not all service requests are processed in real time. Some are processed with CSR intervention. Real -time service requests will automatically update enQuesta after the Enrolled User initiates the request. The Enrolled User will get an e -mail from the utility upon completion of the request. Real -time with utility - approval service requests function similarly to Real -time requests, but require the approval of the utility before completing the request. Approval is done by authorized utility personnel, through an approval work queue and assisted by a "wizard" that presents details entered by the Enrolled User over the web. The Enrolled User will get an e -mail from the utility upon submission of the request. City of Santa Ana - enQuesta Upgrade Statement of Work Page 15 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t edIlf2I' Public Records Act Project Responsibilities For a project of this nature and in order to ensure a successful enQuesta upgrade, it is necessary for the Customer and S &S to work cohesively as a team. To achieve this goal and set the proper expectations regarding roles and responsibilities, the Customer and S &S will each maintain a set of project duties. Customer Responsibilities I. The Customer will name a dedicated Project Manager to serve as the primary Customer point - of- contact for this project and represent the Customer on the necessary project planning and implementation tasks and responsibilities. II. The Customer will name an Executive Sponsor and provide Functional Subject Matter Experts for duration of project. III. The Customer will work with S &S to identify requirements for those business procedures that have been modified since the last enQuesta Go -Live. Note that changes in process not supported by enQuesta may result in changes in project scope. IV. The Customer will ensure that the current enQuesta data environment is clean prior to the data conversion to enQuesta v4.5. The Customer will provide the first data cut. The Customer's data cleansing activities must be completed by the beginning of the second conversion test and include fixing all "bad" records identified during the initial conversion process. Bad data elements are identified as Eager and Lazy constraints. Eager constraints require correction or errors will exist within the enQuesta portal when an account is accessed. Clean data also entails completing end of day enQuesta tasks, such as work order, hand held, cash, and credit and collection run sheets. Except for the billing run sheet, where S &S will provide specific instructions on how and when to do a data cut so that we are able to do a billing parallel data validation test, clean data generally entails that there are no open batches in the system and that any daily/ weekly/ monthly and interface run sheets have been completed if they have been started. Run sheets, save for billing, should be complete by the beginning of each data cut and conversion. S &S will provide specific instructions and documentation on how to prepare your existing environment and how to execute a data cut for each data conversion. V. Prior to the first conversion, the Customer must have the latest MR in their production environment. VI. The Customer will participate in data conversion/ data validation through the use of existing enQuesta version to enQuesta v4.5 comparisons and then by reviewing specific reports. VII. The Customer will provide formal sign off (sample sign -off documents provided in Appendix D) on project related documents and deliverables including: Business Requirement Documents as required, Testing, Training, Simulation, Go -Live, 30 Days Post Go- Live /System Acceptance. Sign -off is required within 5 days of the completion of each milestone event unless a showstopper issue has been clearly identified, documented and agreed upon by both parties. VIII. The Customer maintains primary responsibility for the testing of enQuesta functionality once deployed to the Train environment. The Customer is responsible for creating and executing a set of Test Cases that will ensure the system is tested thoroughly by the Customer prior to Simulation. IX. The Customer is responsible for ensuring that key personnel and users have successfully completed end -user training offered remotely and /or onsite. The Customer bears the responsibility for any and all travel and living related expenses for customer personnel. S &S has provided a travel budget based on estimated number of trips. City of Santa Ana - enQuesta Upgrade Statement of Work Page 16 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t�tlifN nia Public Records Act X. The Customer is responsible for devising a Simulation plan and completing all Simulation activities. The Simulation will replicate the actual Go -Live by providing a dry -run of the Go- Live activities. The Customer is responsible for testing all business processes, including interfaces, during Simulation. Please see "Appendix 8 - Sample Simulation Plan" for a typical Simulation plan. XI. The Customer will provide meeting room space to serve as a Project Conference room, as necessary. Meetings will typically range from 5 to 10 people. XII. The Customer will procure and complete the initial set -up of all enQuesta environments to include Production, Train and Test. The initial set -up will include installation of the required operating system for each of the enQuesta environments, per S &S recommendations. These recommendations can be found in the "Server Hardware" section of this Statement of Work. Installation of database software will not be part of the initial set -up performed by the Customer. Note - if the initial Customer set -up is not completed by the agreed upon date within the Project Plan, this may result in the shifting of key dates including go -live which may result in a change of scope and be subject to a Change Order. XIII. To maintain a single IP address and interface configuration, it will be necessary for S &S to hop (via SSH) to the WebConnect servers in Production and Train /Test. The Customer will provide direct connectivity to the enQuesta servers, and an Indirect connection / Hop will be instituted from the application server, database server, or Citrix via SSH to connect to the WebConnect Server allowing S &S to provide secure, authorized remote support by utilizing the existing VPN or one of the following methods: a. A Cisco ASA5505 Security Device residing on the Customer's network configured using a private network not on the Customer's LAN. b. A site -to -site connection compatible with S &S' CISCO 5512 -x ASA VPN Concentrator. Our preferred network connection is at least 1.5Mbps. The WebConnect servers should be in a DMZ or isolated from production LAN via a firewall, XIV. enQuesta Printing /Printer Requirements - A variety of formats are output by the enQuesta application to include Postscript, PCL, and ASCII text. When selecting printers, the Customer needs to keep in mind as not all printers are capable of all these languages (postscript, in particular, is often an add -on feature at extra cost if available for a particular printer model). It is recommended that when selecting a new printer, the Customer discuss with your vendor your needs and that of enQuesta to gain assurance that the printer is compatible with the languages noted above. Additionally, pin -feed or dot - matrix printers are not supported within enQuesta. Laser printers with network connectivity are required. XV. Cash Receipt printers must be capable of being accessed via a Network IP address, Serially attached Cash Receipt printers are not supported unless the Customer has created a Windows print service on the desktop to which that receipt printer is attached for the enQuesta server to send to over the network. XVI. The Customer will maintain the following for all enQuesta environments: a. Micro Focus Runtime - Server Express - 5.1 SP6 b. Micro Focus Database Connectors for Oracle 5.1 1. Four (4) 10 -packs have been included c. Micro Focus Developer - Server Express - 5.1 SP6 1. Four (4) developer licenses have been included d. RedHat Linux operating system 5.X. The Customer's Training Environment, Production Environment and Test Environment, if on separate servers, will require this operating system. 1. S &S to provide an ISO for RedHat Linux operating system. City of Santa Ana - enQuesta Upgrade Statement of Work Page 17 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tQt lif2rya Public Records Act e. Oracle 12c Enterprise Edition 1. For entities running an IVR or WebConnect, it is the Customer's responsibility to provide Oracle per Processor Enterprise Edition licenses. If the Customer has a separate Train and /or Test environment, additional Oracle licensing is required. At a minimum, the Customer should have Enterprise Edition per Seat + Licensing in place for the Train /Test environments. 2. Existing licenses purchased from S &S for Oracle 10g Enterprise Edition will be transferrable to Oracle 12c Enterprise Edition at no additional cost to the Customer beyond current maintenance and support agreement. This would not include Tuning & Diagnostic Packs, but this is not required for enQuesta v4.5. f. RedHat Linux operating system 5.0 or greater required for WebConnect 1. S &S to provide an ISO for RedHat Linux operating system. XVII. S &S recommends the following Client PC Hardware & Software to efficiently run enQuesta v4.5: XVIII. The Customer will be responsible for working with /managing their third party vendors which could include integration changes. Changes to the project timeline or the project plan due to the Customer and /or the Customer's third party vendors may result in a change of scope and be subject to a Change Order. XIX. The Customer is responsible for the generation of all reports outside the scope of this Statement of Work. S &S Responsibilities S &S is responsible for overall Project Management which primarily includes the overall execution of the formal project plan. The Project Manager will facilitate joint Project Team meetings and provide status reports as well as any Change Management and Issue Resolution updates. The project plan will serve as the roadmap which outlines the required steps to successfully and efficiently implement enQuesta and communicate effectively throughout the project. For the Customer's upgrade, S &S anticipates project duration of 9 months (or agreed upon project plan timing) City of Santa Ana — enQuesta Upgrade Statement of Work Page 18 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tptillfgrpia Public Records Act I. S &S is responsible for leading the Project Kick -Off which will include: Review of new features to be implemented, interfaces, test plan requirements, conversion expectations, pain points /business process review, data cleansing requirements, security review /changes, printer matrix, training matrix, document review (work order templates and letters) as required, simulation plan, go -live plan, signed quotes to ensure everything is carried forward, changes in functionality - reasons for why functionality may have not been preserved in v4.5. a. During the kick -off, S &S will review current business processes and pain points in Customer Service, Field Ops, Billing, C &C, and Accounting. Based on this review, proposed changes will be reviewed during Project Team Training. b. For the duration of the project TTP will be the method used to capture and document issues. Status of project issues can be viewed on -line (TTP login /passwords will be provided if required). c. In the event the project time line is shifted as a result of the customer or third party for the customer, S &S will do its best to reschedule resources. The customer must be aware that blackout out times will exist for S &S. The future blackout times will be communicated during the Kick -Off meeting. II. S &S will complete a network diagram which details all enQuesta hardware. III. Cognos - S &S will provide the updated Metadata document that lists the table(s) and view(s) changes as a result of the new enQuesta version. The new document will be provided to the customer within 2 weeks of the completion of the first conversion. IV. S &S will complete all data conversion activities. The data conversion process consists of a set of activities grouped into three primary segments: • Data Conversion Assessment - Inventory & Analysis • Data Conversion Mapping Design, Conversion Planning and Unit Testing • Data Conversion System Testing, Production Execution and Validation Data Conversion Process Overview Asse.s,nent Execution s.naaadaom s &s one Can ""Ni S &S will migrate existing enQuesta data to enQuesta v4.5 in an as -is state. S &S has included three (3) conversions. City of Santa Ana — enQuesta Upgrade Statement of Work Page 19 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tlytl]EdIlf2y' Public Records Act No plan or effort has been scoped or included for special requests to parse, transform or provide Customer specific data conversion services. No plan or effort has been scoped or included to physically archive any current enQuesta data. S &S has planned to convert all existing history currently on the Customer's production enQuesta system. Archiving of historical customer data is a recommended feature of enQuesta and is included as a benefit of the Annual Support & Maintenance Agreement (ASMSC). For optimal performance, S &S recommends that five (5) to seven (7) years of current customer data be converted and loaded into the new enQuesta system. S &S recommends that any data that is older to be archived to tables that are accessible using ad -hoc query tools (i.e. Cognos BI). The following will only be accessible via Cognos reports if it is archived: • Billing history • Consumption history • Reading history The complete Work Order history and Cash history will be accessible in enQuesta. The amount of data to be loaded into enQuesta during the conversion will be an important consideration before project kick -off as it will help determine the recommendations for database size. V. enQuesta Training S &S has planned for up to one hundred (80) hours for preparation and delivery of New Feature Training effort for the enQuesta upgrade. This effort includes completion of the training matrix, course scheduling, project team training, and end user training activities. The planning and development activities will take place remotely however the actual delivery of the training will occur on site. All Training will focus on the new features of enQuesta. Participants in project team and end user training programs shall be existing enQuesta users, and shall not require process related instruction. Training Matrix and Scheduling: The S &S team will provide the Customer with a User Training Matrix Template and work with the customer to complete details i.e. user names, positions and job functions. The purpose of the User Training Matrix is to list the users needing training. It is also used to identify security groups. S &S' proposed End User team training program includes the following courses contingent upon the final User Training Matrix. The training program shall not exceed ten (10) days. Project Team Training Hours per # of Total Session Sessions Hours Inquiry & Navigation 2 hours 1 2 Reading Edit Criteria 2 hours 1 2 Billing Collection Events 2 hours 1 2 Rates 2 hours 1 2 Security 2 hours 1 2 Configuration 2 hours 1 2 Document Designer - Letters 4 hours 1 4 and Work Orders City of Santa Ana — enQuesta Upgrade Statement of Work Page 20 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t�t �ilif2# Public Records Act Project Team Training Hoursper # of Total Session Sessions Hours Work Queue 2 hours 1 2 Multi -Level Adjustments (for 2 hours 1 2 project team to determine configuration) System Admin 2 hours 1 2 Job Scheduler Configuration 4 hours 1 4 End User Training Inquiry & Navigation 2 hours (# of 4 8 sessions depends on training room capacity and # of trainees) Reading Edit/ Bill Processing 2 hours 1 2 Work Queue & Configuration 1 hour 2 2 Multi -Level Adjustments 1 hour 2 2 VI. S &S will be on -site for the week of Simulation. S &S will participate by aiding in the Project Management and responding to and the resolving of issues. VII. S &S will be on -site for the weekend prior to and the week of Go -Live. In terms of the go -live, S &S will execute the cutover plan, which will include the final drawing down of the enQuesta 3e environment, enQuesta final data conversion, and the activation of the configured enQuesta environment. Due to the length of time required for the data conversion, the production enQuesta must be down for three days. No transactions, including payments, can be entered on the Friday before Go -Live or during Saturday and Sunday before Go -Live. The Sunday before Go -Live is reserved for the testing of the new system. The legacy enQuesta can be used for viewing purposes only in order to look up records. Actual downtime will be discussed and projected once the third conversion has been completed and the timings are collected and the Go -Live plan is established in an effort to return the Customer to full CIS capability. VIII. S &S will provide the standard enQuesta API and documentation to the Customer and Selectron. S &S will provide for project management, implementation services, testing and go -live support of the new IVR integration. This will also include collaboration with the Customers IVR vendor, Selectron. Services will be provided remotely with no travel anticipated. Any changes or modifications to the standard API would be out of scope and subject to change control. • Provide vendor with available enQuesta IVR API /WSDL documentation for the version of enQuesta to be deployed. (v4.5) • Provide vendor with the technical clarification on the API as needed. City of Santa Ana - enQuesta Upgrade Statement of Work Page 21 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tq t< I1 Q"' Public Records Act • Provide vendor with a URL to access the API on the Customer enQuesta v4.5 test environment. • Assist Selectron and the Customer with testing services. The Customer will be responsible for the functional testing, though S &S will assist with troubleshooting any technical or communication issues that may arise. • Assist the Customer with go -live cutover. S &S will provide the URL for the Customer Production enQuesta environment. • Outbound Dialing - A new collection notice will be created to generate an outbound dialing file. This notice will be run from the shutoff notice menu. This file will be placed on the enQuesta server for transfer to Selectron. A new work order type will be created to note when an account has been selected for the outbound dialing IVR call. Assumptions: • Any Selectron services that may be required will be contracted directly between the Customer and Selectron. • File transfer for the outbound dial call file is not included in this scope. The Customer will need to complete the file transfer process to Selectron. • There is no additional payment integration involving S &S and InvoiceCloud. Additional Payment integration is out of scope of this project. • S &S will perform all work remotely. Any travel would be billed if required. IX. S &S' overall objective is to achieve Systems Acceptance within 30 days of go -live which equates to no Level 1 (see descriptions below) issues existing in the new enQuesta v4.5 environment. Prior to returning to Vermont, at the end of the go -live week, all outstanding issues and remaining project deliverables will be documented and prioritized. Weekly status reviews via phone are held between the Customer and the S &S project teams to address outstanding project items. If Customer fails to notify S &S of any Level 1 issue within 30 days of Go -Live, System Acceptance shall be deemed to have occurred. • Level 1 (Showstopper): This is a severe problem that prohibits critical processing from continuing and there is no temporary work around. As an example, bills will not print. • Level 2 (High): There is a serious problem with the system but there is a work around available that can be used on a temporary basis. As an example, work order closing has an error but a temporary work around has been defined where a CSR will manually look at each record after the closing. • Level 3 (Medium): There is a problem with the system but a viable long -term work around exists and no significant productivity impact to the customer exists. • Level 4 (Low): There is a cosmetic problem that does not impact operations in any way. As an example, there is a misspelling on a report or form. enQuesta Upgrade Proposed High Level Activities and Timeframe To meet the project objectives, the following approach to implementation and delivery will be used. This planned nine month timeline is subject to change as detailed project planning occurs. Please note, this duration is typical and expected for an upgrade of this nature. High Level Activity Timeframe City of Santa Ana - enQuesta Upgrade Statement of Work Page 22 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tp%WA C alifgryya Public Records Act SOW Sign Off April 2016 Project Kickoff (start date to be agreed upon mutually) April 2016 Delivery of enQuesta Upgrade Project Plan May 2016 enQuesta Training Environment Populated with the Customer Data July 2016 Project Team Training July 2016 Simulation Testing September 2016 Go -Live to Production of enQuesta v4.5 November 2016 Transition to Support December 2016 Server Hardware New Production and Train /Test server Specs will be provided by the S &S team. New WebConnect and Cognos Server Specs below: Pricing provided is estimated at this time. WebConnect: RedHat Enterprise Linux v6.x Proc 2 cpu -core Mem 16 GB RAM Storage 50GB (local) 50 GB OS (rootvg) Cognos: Windows 2008 or 2012 R2 Server Proc 2 cpu -core Mem 16 GB RAM Storage 100GB (local- mirror) Out of Sco Currently, the following tasks, services and functionality are defined to be out of scope. • Any New Features or newly licensed modules not specified above. • Any training of new or inexperienced enQuesta end users. It is expected that all of the Customer individuals that attend training will have prior enQuesta experience. • Any Certified User or Trainer programs. City of Santa Ana — enQuesta Upgrade Statement of Work Page 23 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t�tllfint Public Records Act • Any 31d party integration analysis or development, unless listed per this Statement of Work. • Any creation of a Query Server, Data Warehouse or dedicated Reporting Environment other than production enQuesta. • Any Business Continuity or Disaster Recovery oriented services or solutions beyond what is already in place. • Any customization to standard S &S user guides, training material and process assistance Guides. City of Santa Ana — enQuesta Upgrade Statement of Work Page 24 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t¢ blif =rya Public Records Act PROJECT COMMUNICATION Change Control Process As the enQuesta project moves forward, the need for the Customer and S &S to discuss possible changes or modifications to the agreed upon scope of work will arise. To clearly communicate, successfully set expectations and keep the project on track, the Customer and S &S agree to work together to manage this Change Control process. Either the Customer or S &S Project Manager may initiate Change Control requests. For the Customer, the Customer Project Manager will fill out the Change Request Form and deliver it to the S &S Project Manager. The S &S Project Manager, as S &S'single point of contact, will log the request and begin the process of analyzing and scoping the implementation requirements, business impact, resource effort and potential impact to the project. The S &S Project Manager will return the Change Request Form to the Customer Project Manager detailing the Dollar Cost impact (positive or negative) and Project Schedule impact (positive or negative). The Customer Project Manager will review the completed Change Request with the Customer Team and inform S &S of the decision to Accept or Reject the Change. In the event of Acceptance, the Customer Project Manager will sign the Change Request Form and return it to the S &S Project Manager. Any change orders for this project will be calculated using the current S &S labor rate of $175.00 per hour. If the change involves additional travel and living costs to be incurred by S &S these shall be negotiated with the Customer as part of the change control process. Please see Appendix C for a sample Change Request Form. Project Team Communication and Responsibility S &S is committed to ensure the Customer has the appropriate personnel assigned to this upgrade. The Core S &S upgrade team will be joined by a technical lead and will have direct access to Subject Matter Experts (SME) at S &S who have a working knowledge of how the Customer runs and the solution which is currently in place. Issue Escalation Process As with all projects, issues may arise that cannot be clearly resolved between the Customer and S &S Project Managers. Additionally, certain issues require resolution determined at the highest executive levels of decision - making. To provide for and manage these situations, the Issue Escalation process will be instituted. For both the Customer and S &S, the individuals authorized to initiate the escalation of an issue are each organizations' Project Managers. These will be the named Executive Sponsors within each organization. S &S Description The Customer Kate Labor Level 1 Shannon Litchfield Level 2 City of Santa Ana — enQuesta Upgrade Statement of Work Page 25 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t4v.Callf ' Public Records Act APPENDIX A - INTERFACE LIST S &S will port forward all of the Customer's interfaces that currently exist in the Version 3e enQuesta environment which include: Interface Scope Reading Upload /Download Integration with Selectron IVR for current account information and iNovah Cashiering Standard port forward, Additional complexity in a new solution may require extra work from S &S. Bank File Payment Files Payments will post real -time from InvoiceCloud through iNovah Bill Print Cashiering into enQuesta. Document Imaging Integration between InvoiceCloud and enQuesta for storing WebConnect account login information. New Interface: Interface Scope IVR Integration with Selectron IVR for current account information and payment information using InvoiceCloud as the payment processor. Payments will post real -time from InvoiceCloud through iNovah Cashiering into enQuesta. InvoiceCloud Integration between InvoiceCloud and enQuesta for storing WebConnect account login information. InvoiceCloud Integration with InvoiceCloud using BIF /BAF process and web services to provide current account information for online, kiosk, and IVR payment processing. BIF /BAF also provides InvoiceCloud with information needed to send ebills, payment reminders, and to schedule autopay payments. Payments will post real -time from InvoiceCloud through iNovah Cashiering into enQuesta. City of Santa Ana - enQuesta Upgrade Statement of Work Page 26 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t 2 t6-5 191'f Public Records Act APPENDIX B - SAMPLE SIMULATION PLAN Oescrlptlon Setouen Department Resource Day Tested Pass'Fell comments Billing ACH File past payments for today 2 CS -1 -10 -1 ACU file from Billing. Billing Wednesday 2 WA- 1.54- WA -1 -54- Updates ARIA ABIII Runsheet menu items 1 -4 Adjustments Bluing Wednesday Fund Transfer - mope credit balance from one application to 2 WA -1.6, Steps 1-3 Penalties applied, the other dally update mn on residue day. Billing Wednesday Run Estimate Routine, Pre BIII Edit, No Read, Duplicate Read 2 repod Billing Wednesday Penalties Run Sheet 2 WA -4 -1, Steps 1-3. Make sure cash has been updated from pressure day. Bllling Wednesday 2 WA4.54 -WA- 1.54 - Updates ABIII ABIII Runsheet menu Items 1 -4 Adjustments Billing Wednesday Pre BIII Edit, No Read, Duplicate 2 Bill -1 - 2 third 4 Read reports HH Upload has been run Billing Wednesday Work Order Peupdate Report - Nx 2 WO 5 (stale - template options Billing Wednesday WO -6 False fixed, non fatais screwed. Work Order Update 2 Work orders are put In to history and cannot be modified. Bllling Wednesday Cycles or Finals Locked 2 CVC Reading edit & Anal edit complete King Wednesday BILL .2 Dally update run, prior days work Billing Calculation - Cycle plus orders updated, penalties applied, fund Finals 2 transfer complete, cycles looked/finals locked Billing Wednesday BIII Reports - Cycles plus Finals 2 BILL - 3, Reports 1.7, BIII cold needs to be run Filing I Wednesday BIII Print - Cycles plus Flnals 2 BILL - 3.10.1, Bill dale needs to be me Billing Wednesday BIII Print Send Fle to Kubm 2 After Bill print file has been created Sling Wednesday Bring Update - Cycles plus 2 BILL -4- I BILL PRINT COMPLETE& Finds JOURNALS REVIEWED Filing Wednesday ACU file Creation(ACH) 2 BILL -4 -3 BIIIing Wednesday Unlock Billed Cycles & Flnals 2 CVC Billing Updated BIIIing Wednesday Customer Servlde IVR Notice 2 CI -7 -5- 1(payments pending taken into consideration) Customer SeMCe Thursday Promise to Pay Break Routine 2 CI -7 -3 -5 All payments pending in system are taken into account Customer SeMCe Thursday Installment Break Routine 2 CI -7 -3 -3 All payments pending in system are taken into account Customer SeMCe Thursday City of Santa Ana - enQuesta Upgrade Statement of Work Page 27 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t2 %blifit Public Records Act APPENDIX C — CHANGE REQUEST FORM systems tware Project Change Request Project Name: Control Number: Prepared By: Date: A. Requestor Information Proposed Change Description and References. Justification: Impact of Not Implementing Proposed Change: 5. impact Analysis Results Specific Requirements Definition[ Impact of Not Implementing the Change: Alternatives to the Proposed Change: E. Signatures City of Santa Ana - enQuesta Upgrade Statement of Work Page 28 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t llfIrya Public Records Act APPENDIX D — PROJECT ACCEPTANCE FORM. m> Systems & Software Deliverable Acceptance Certificate enQuesta v4 Upgrade fi ' Project Manager L� Iif,C -) �.: December 11�iCoX l� Ir9�!oCa A�(Sjlt �� C�'�xi r�o(7N�lil J enQuesta Go-Live The completion of the work stated above has been verified by the client and vendor project manager(s) and rendered acceptable. The above work product has been reviewed by (Customer) and the project management team; it meets the objectives for the enQuesta Upgrade project. The completed work has been submitted and requires a response within 5 calendar days. If the time allowed lapses without an approving signature, the completed work is considered approved and any modifications will be addressed through the change process. If Invoices are associated to this deliverable they will be requested upon receipt of this executed document and will be due within 30 days of the date of the invoice. Project Manager, Customer Project Manager, Systems & Software City of Santa Ana — enQuesta Upgrade Statement of Work Page 29 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t�t liflpj� Public Records Act APPENDIX E - DETAIL PRICING City of Santa Ana - enQuesta Upgrade Statement of Work Page 30 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject ty�tiliflg Public Records Act APPENDIX F - PAYMENT SCHEDULE Payment Schedule `. `aeliv®rable, Ainou „t.Due , , ,_ ” %r4Maioteeian`ce a �teu Contract Signing 55 000.00 Aril 15 2016 Travel Reimbursement- $6,000.00 April 22, 2016 End of Month 1 Delivery of Project Plan $25,000.00 April 29, 2016 Installation of enQuesta v4.5 Environment $39,000.00 August 1, 2016 Travel Reimbursement- $12,000.00 August 31, 2016 End of On -site Training Simulation Complete $28,000.00 September 2, 2016 Travel Reimbursement- $6,000.00 September 2, 2016 End of Simulation Week Go Live - enQuesta v4.5 $48,500.00 November 14, 2016 Travel Reimbursement- $6,000.00 November 18, 2016 End of Go Live Week Go App Published in App $1000000 . Publish Date Store and Google Play , November (TBD) IVR GO -Live $2,500.00 January (TBD) TOTAL $225,500.00 $12,500.00 • Hardware cost are not included in the upgrade cost or reflected in payment schedule. • Date reflects planned completion of deliverable and invoice date. • IVR will be completed after enQuesta v4.5 Go Live at request of the Customer and will not hold above milestone payments. • Optional items: • Not included in the upgrade cost or reflected in the milestone payments. • Selectron will use the S &S standard layout for Outdial response codes. City of Santa Ana - enQuesta Upgrade Statement of Work Page 31 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t2tl� ,§lif�ya Public Records Act o S &S will map the responses from the file with a quick work order on the enQuesta accounts. o The Outdial response file will be required to be on the enQuesta server for processing. • New Maintenance for the GO App and IVR will be billed at go -live. The go -live event is when the app is published in the App Store and Google Play. City of Santa Ana Title: Date: City of Santa Ana — enQuesta Upgrade Statement of Work Page 32 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t2t V4 d' Public Records Act