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INSURANCE NOT REQUIRED
WORK MAY PROCEED
CLERK OF COUNCIL
DATG I ` Z Z,— 10 THIRD AMENDMENT TO AGREEMENT
THIS THIRD 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 Ana, a charter city and municipal
corporation organized and existing under the Constitution and laws of the State of California ("City").
3
RECITALS-
A. The parties entered into that certain Agreement A- 2008 -053, dated March 3, 2008, (hereinafter "said
l A Agreement ") by which S &S has licensed to City, utility billing application software, along with
t� 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
G extend the Term by one- yeanwith the option of two additional one -year renewals.
NOW THEREFORE, 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 Term 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 I
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 sum 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 pity 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
2016 Calendar Year - $137,236 + $ 0 =$t37,236
2017 Calendar Year - $142,725 + $ 15,000 = $157,725
2018 Calendar Year - $148,434 + $ 13,000 = J 6.L 34
Total = $456,395
Optional Contract Period (2019 & 2020)
Basic Software System + Upgrade Maintenance
2019 Calendar Year - $154,372 + $ 13,520 = $167,892
2020 Calendar Year - $160,547 + $ 14,061 = .174 608
Total = $342,500
The total amoral sums as set forth above represent the maximum software maintenance payment.
schedule. The annual 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 shall 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.
5. 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 may be signed in counterpart and delivered by fax, email
as a PDF (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.
{Signatures on following page)
IN WITNESS WHEREOF, the parties hereto have executed this Third Amendment to Agreement the
date and year first above written.
ATTEST:
W�±��
M A D. FIUIZAR
Clerk of the Council
APPROVED AS TO FORM:
SONIA R. CARVALHO
City Attorney
Lisa.Stmck
Assistant City Attorney
RECOMMENDED FOR APPROVAL:
Francisco fut?errcz 11gpptttive Director
Finance & Management Services Agency
CITY OF SANTA ANA
L
DAVID CAVA70S
City Manager
Systems & Software, Inc.
Nq
ne.
e vv &S 4ey
Title: CEO
Tax ID# 03- 0238126
EXHIBIT A
City of Santa Ana
enQuesta Upgrade
Statement of Work
February 16, 2016
•
City of Santa Ana - enQuesta Upgrade Statement of Work
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Document Control
Reviewers
Approvals
Distribution
City of Santa Ana - enQuesta Upgrade Statement of Work
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Table of Contents
INTRODUCTION.................................................................................. ...............................
4
Background................................................................................ ...............................
4
Objectives.................................................................................. ...............................
4
SCOPE AND RESPONSIBILITIES ....................................................... ..............................5
ProposedScope .......................................................................... ..............................5
NewFeatures List ....................................................................... ..............................5
Project Responsibilities .............................................................. .............................16
enQuesta Upgrade Proposed High Level Activities and Timeframe ........................22
Server Hardware ........................................................................ .............................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 ...................................................... .............................30
APPENDIX F — PAYMENT MILESTONES ........................................... .............................31
City of Santa Ana - enQuesta Upgrade Statement of Work
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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.
Objectives
• 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.
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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 Last
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_Inauiry Portal Advanced Search feature has been enhanced to allow users to
save_Rersonal 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
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• And soon
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.
WebConnectTm 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
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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.
SOW. S &S can recommend providers we have worked with in the past.)
Storage, Retrieval, and Delivery History for enOuesta- 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.
_ .. 1111 M.
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.
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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
• 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 Inquiry
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
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• 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.
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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
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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 Designer
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
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• Shut -Offs
Trial Balance
WO Control Sheet
WO Pre - update and Update
Standard Cash Payment File Upload
WebConnect GO App
S &S will provide a mobile application (Whone, 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.
iOS app will target iOS 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, iOS 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 Billed
• 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
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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
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City of Santa Ana — enQuesta Upgrade Statement of Work
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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
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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
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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.
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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 e - 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 S.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
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e. Oracle 12c Enterprise Edition
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.
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
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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:
e Data Conversion Assessment - Inventory & Analysis
e Data Conversion Mapping Design, Conversion Planning and Unit Testing
e Data Conversion System Testing, Production Execution and Validation
Data Conversion Process Overview
Assessment
Design & Testing
Execution
Eu,., .d ft.. s &s DM, Pl-
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
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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
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
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Project Team Training
Hours per
I 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.
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• 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
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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:
ReclHat 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 10OGB (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.
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• Any 3r6 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
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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
The Core S &S upgrade team will be joined
Subject Matter Experts (SME) at S &S who
and the solution which is currently in place
Issue Escalation Process
has the appropriate personnel assigned to this upgrade,
by a technical lead and will have direct access to
have a working knowledge of how the Customer runs
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
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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
Movah 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 Movah
Bill Print
Cashiering into enQuesta.
Document Imaging
Integration between InvoiceCloud and enQuesta for storing
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 Movah
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
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APPENDIX B - SAMPLE SIMULATION PLAN
City of Santa Ana - enQuesta Upgrade Statement of Work
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SsCe en
Department
Bey Tested
Pass!Fall
Comments
Resource
Billing
today
7m.nuite.s
2
CB -1 -10.1 ACU file from Billing.
Billing
Wednesday
2
WA- 1- 5- 1- WA- 1.5 -0- Updates ABIII
1.4
Adjustments
Billing
Wednesday
Fund Transfer - move credit
balance from one application to
2
WA- 1 - 6, Steps 1 -3 Penalties applied,
the other
daily update run on previous day.
Billing
Wednesday
Run Estimate Routine, Pre BIII
Edit, No Read, Duplicate Read
2
report
Billing
Wednesday
Penalties Run Sheet
2
WA- 4- 1,Slepsl-3. Makesurecrsh
has been updated from promous day.
Billing
Wednesday
2
WA- 454 •WA- 154 - Updates ABill
ABill Runsheet menu items 1 -4
Adjustments
Billing
Wednesday
Pre Bill Edit, No Read, Duplicate
2
Bill -1 - 2 thou 4
Read reports
HH Upload has been run
Billing
Wednesday
Work Order Preupdate Report - fix
trials - template options
2
WO -5
Billing
Wednesday
WO -6 Faulk fixed, non fatals renewed.
Work Order Update
2
Work orders are put In to history and
cannot he modified.
Billing
Wednesday
Cycles or Finals Locked
2
CYC Reading edit & final edit complete
Billing
Wednesday
BILL - 2 Daily update run, prior days work
Billing Calculation - Cycle plus
orders updated, penalties applied, fund
Finals
transfer transfer complete, cycles locked/finals
locked
Billing
Wednesday
Bill Reports - Cycles plus Finals
2
BILL - 3, Reports 1-7, Hill cold needs to
be mn
BIIIIng
Wednesday
Bill Print - Cycles plus Finals
2
BILL -3 -10 -1, Bill calc needs to be run
Billing
Wednesday
Bill Print - Send File to Kubra
2
After Bill arm file has been created
Billing
Wednesday
Billing Update - Cycles plus
2
BILL -4- I BILL PRINT COMPLETE&
Finals
JOURNALS REVIEWED
Billing
Wednesday
ACU file Creation(ACH)
2
BILL -4 -3
Billing
Wednesday
Unlock Billed Cycles & Finals
2
CYC Billing Updated
BIIIIng
Wednesday
Customer Service
IVR Notice
2
CI -7 -5- 1(payments pending taken
into consideration)
Customer SerJ,ce
Thursday
Promise to Pay Break Routine
2
Cl -7 -3 - 5 All payments pending in
system are taken into account
Customer SeNce
Thursday
Installment Break Routine
2
CI -7- 3. 3 All payments pending In
system are taken into account
Customer Servca
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 to the California Public Records Act
APPENDIX C - CHANGE REQUEST FORM
Systems
5 ft+rware
Project Name:
Prepared By:_
Date:
Project Change Request
Control Number:
A. Requestor Information
Proposed Change Description and References.
Justification:
Impact of Not Implementing Proposed Change:
B. Impact Analysis Results
Specific, Requirements Definition:
Additional Resource Requirements & Task Work Hours Cost
Breakdown Structure
Sub -Total
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 to the California Public Records Act
APPENDIX D — PROJECT ACCEPTANCE FORM.
r:r
Systems ,
Saftare
Deliverable Acceptance Certificate
enQuesta v4 Upgrade
Project Manager
z t i=
y �{
;rF.s §Yfra c -� 3s-; a� ✓'ky?> "° s>.»f z '` .z,,rr'rar
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 to the California Public Records Act
APPENDIX E — DETAIL PRICING
Main License $ NA
Prdessional Author. S NA.
Conw.ero $ NA.
en(iueaalVR Integration with
10
1Sdeehon:
Seloetron IVR.
� S &S APILeenoe: or,Que.ta IVR Web
I Sarvicas API
1$
10,0000015 10,00000 $
2,50000
k ,.•
80 $
175.00 5 14,000.00
IVR API Totab`:':' =`
$'2A.000.00 $1,
$xga
I �a
Yr £ Y B P � R r<ut e0X '- t$ $ 2 q40 00 � 9A Opp •3 4
9 ..a e .
boa
22§.900
a5oitwara
anQurom Scwon Pop with IVR
',
5,600.001 $ 5,600.00; $
IS &S Prolog Managomont 3ervicos
onQ .la Ouldiol Retpome Code, IVR i
'
_ 17500',$ 7,00000
enQ eoto Language preference
Buclnecc Proeess Roview(BPRl with Santa Ana to
Update for IVR AP1
Protect Managemoat, lmpl.— telion
175.0015 3,500.00'
f enUUesta Ron`0e Toba1.
i.plo.ml new enM e,ta 5Rfeatmes, eeNlgmatl0n and
1.400.00 3,d P.,,, "t....
i
(BPR configuration A tasting)
230 $.
175.00 $ .
43,000.00 'Na
.totting M the enQuecm environment
6
3eoawees for Kick eH and Tool,
COnverden and Oepleymont hour, for Corwem on
Corwer,lnNR(eomerdon, depl ,ttenl,
rovourte & OBA to build onvironmenM, execute 3
hardware &OBA) Reporting
250 $
17500 $ .
43,750.00 r1a
emionc and sohe data lmues- MHordwardOS,I
1
ITrip for reporting (Cg o)Training
Santa Ana putehasod the WebOonnect l cone on the
original lnatallation l enOu,,tb. Thle bfor eoMt:ow to
WebCenneet
SO $
175.00 $
14,000.00 No
implement _
0
M he oe"ieos
23 do, of 15 new feature training lose.. too. and end
Training
80 $
175.00 $
14.000.00 Na
uren, In addition to preparation and follow up port
2
On-SRe training
B ieo, Lead and SMB, for eh,ite week p,opa,.11on
andfollow up with hour, of mppart 0e . additional
SImNad.r,Trip,, eroite Noting and
Simulation
100 $
175.00 $
17,500.00 Na
Implementation team members
2
support
- $u,ino„ Lead and SMIT, for onto. week, preparation
and follow up with hours d supper, from additional
Go-IOdPom Goiiw, Suooart
160'.5
175.00 .5
26.250.60 Na
imolemenlatien roam... h—
4
Main License $ NA
Prdessional Author. S NA.
Conw.ero $ NA.
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 to the California Public Records Act
en(iueaalVR Integration with
Now modulefor Santa Ana needed to Integrate with the
1Sdeehon:
Seloetron IVR.
� S &S APILeenoe: or,Que.ta IVR Web
I Sarvicas API
1$
10,0000015 10,00000 $
2,50000
+S &SS reica. for IVR
80 $
175.00 5 14,000.00
IVR API Totab`:':' =`
$'2A.000.00 $1,
2500.00 '
I �a
Yr £ Y B P � R r<ut e0X '- t$ $ 2 q40 00 � 9A Opp •3 4
9 ..a e .
boa
22§.900
anQurom Scwon Pop with IVR
1
5,600.001 $ 5,600.00; $
1,400.00'
onQ .la Ouldiol Retpome Code, IVR i
40 $
_ 17500',$ 7,00000
enQ eoto Language preference
Update for IVR AP1
20 $
175.0015 3,500.00'
f enUUesta Ron`0e Toba1.
$ 10100.00 $ °'
1.400.00 3,d P.,,, "t....
i
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 to the California Public Records Act
APPENDIX F - PAYMENT SCHEDULE
Payment Schedule
• 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 to the California Public Records Act
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
$10,000.00
Publish Date
Store and Google Play
November (TED)
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 to the California Public Records Act
• S &S will map the responses from the file with a quick work order on the enQuesta accounts.
• 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 to the California Public Records Act