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HomeMy WebLinkAbout2010-092 0 LL rVf { �1J UTILITY SYSTEMSd `Q a Division of Harris Computer Systems 2235 Sheppard Ave Gast, Suite 1400 Toronto ON M2J 5B5 Phone (416) 496-0149 Fax (416) 496-3910 Statement of Work # 6863 Indian River County , FL SOW ID : Implementation of Infinity. Teleconnect Date of distribution : January 27 , 2010 Distribution : Advanced Utility Systems Steve Hurley Terry Ridyard Kerry Dennis Indian River County, FL Ill INDIAN RIVER COUNTY, FL Reference : ID : 6863 ADbAL,�I � C� DD UTILITY SYSTEMS Statement of Work # 6863 Indian River County , FL Advanced Utility Systems (Advanced) is pleased to provide the following quotation for providing Professional Services to Indian River County, FL . Pricing and details contained within this Statement of Work ( SOW) remain valid for 180 days from the date of issue . Introduction / Purpose The primary purpose of this Statement of Work ( SOW) is to detail the Infinity . Teleconnect IVR provided by Advanced Utility Systems through its partner Tele- Works , Inc . It includes the features of the product , the implementation of the solution, and the associated pricing and ongoing maintenance . Background As part of their host of technologies , Indian River County, FL utilizes CIS Infinity as their utility billing application software and Customer Information System ( CIS ) and is seeking to implement IVR technology to automate routine business processes (e . g . account inquiries , payment, customer notifications , etc . ) while providing additional service options for its customers both during and after hours . Scope The proposed Infinity . Teleconnect solution is for Indian River County, FL (the " Organization") , Infinity . TeIeconnect Voice Platform (TVP) Infinity . Teleconnect includes real -time interaction with the Organization ' s CIS Infinity database through Advanced Utility Systems ' application programming interface (API) and provides a refined customer experience tailored to savvy and novice users alike . Infinity . Teleconnect runs on Tele- Works Voice Platform (TVP) which includes the licensing and system software that integrates to the core telephony components , text-to - speech resources , and includes web -based administrative interfaces for reporting and monitoring . The industrial grade , rack-mountable hardware consists of built- in power and hard drive redundancies and provides ample processing and memory resources to service maximum call capacities (proposed 4 -port system) . The latest hardware specification, which is routinely updated to leverage the latest technology improvements , can be provided upon request. TVP natively supports SIP -based VoIP trunks and provides concurrent service for all of the proposed licensed voice ports . An analog to SIP gateway has been included as an option if SIP support is not currently available which will require the Organization to simply bring standard analog (POTS ) lines to the TVP system . [ 21 INDIAN RIVER COUNTY, PL Reference : ID : 6863 Dd �1C� CD UTILITY SYSTEMS System software is built upon Microsoft .Net 3 . 5 framework using C# while application software is written using open standard VoiceXML and Call Control XML . Text-to - speech (TTS ) resources provide a human- like , synthesized computer voice to read text- based data back to callers typically used for data returned from database lookups that is not static or would otherwise require a significant recording effort . The IVR solution includes professionally recorded prompts for standard Infinity . Teleconnect features . Infinity. Teleconnect IVR The proposed Infinity . Teleconnect solution allows users to lookup their utility accounts for general information (FAQs) , current bill details such as balance and last payment, and to make payment using a credit card or check . Users log in by providing their utility account number . An optional login parameter can be requested for validation such as the street number of service address . Varying account statuses and conditions affecting the user experience can be taken into account such as shut-off/disconnect conditions , ` cash- only ' customers , or accounts flagged for special services such as automatic debiting . These conditions can change the call flow by eliminating the payment option or causing a special message to be read . Advanced shall be responsible for assuring that Tele- Works will work closely with staff to identify the ways that the Organization ' s business rules influence the configuration of the IVR . Other options include updating missing contact phone number information on accounts , enabling temporary message greetings , handling payment extension requests , and logging IVR account access within CIS Infinity ' s contact notes . Users can make a payment on their account by credit card or check . Credit card and eCheck processing will occur through a Tele - Works approved Internet Payment Gateway selected and maintained by the Organization . The Organization will be provided with a log of all payments accessible through a Web -based administration tool for reference and reporting purposes . ( Sensitive payment information is not stored) . Successful payments will be posted back in real -time to CIS Infinity as pending payments . alertworks For proactive outbound notifications , such as balance and pending cut- off warnings , special program information, or account condition alerts , our alertworks outbound campaign manager provides Organization staff with the tools to create dynamic messages for its customers . Alertworks allows administrators to import contact phone numbers , create message content, and establish the calling parameters of an outbound campaign (i . e . calling schedule , retry attempts , etc . ) . Imported contact data may contain specific information tailored to the called party for read back via text-to - speech (messages can be recorded voice or employ text-to - speech) . Alerhivorks employs the latest call progress algorithms which provide accurate detection of human voice versus answering machines . Call recipients can opt to repeat the message , be referred to customer service , or have the option to ` transfer ' to the Infinity . Teleconnect IVR to access their account and make payment . Notifications can simultaneously or exclusively be sent via e-mail . [ 3 ] INDIAN RIVER COUNTY, FL Reference : ID : 6863 ADD VAH C E D UTILITY SYSTEMS Administrators have access to a web -based console to create, configure , and create ad hoc reports on outbound campaign results which are exportable to standard CSV format . Installation and Training The goal of Tele - Works ' training is to fully equip Organization users on all aspects of platform and application hardware and software administration . Training for the Infinity . Teleconne ct Voice Platform (TVP) hardware and software will be provided during the one day of onsite installation while orientation for the Infinity . Teleconnect IVR application will be remotely conducted by the Tele-Works implementation team prior to the Organization ' s customer acceptance testing period . Both include a walk- through of administrative features and end user experience . On- site training of the Infinity . Tel econnect hardware platform includes an overview of the physical attributes of the system , software and system administration tasks , and Organization responsibilities including the use of the Organization ' s existing enterprise solutions and procedures (e . g . backup , anti -virus , spyware , security, Windows patches , etc . ) . The Organization will provide Tele - Works with access to the IVR server via secure VPN for the purposes of routine administration, maintenance , and troubleshooting . Spanish Language Infinity. Teleconnect Infinity . TeIeconnect can also be presented in Spanish which mirrors the application functionality provided in English. Users will be presented with a language selection menu that will determine the language spoken for the duration of the call . The main phrases will be translated and recorded by Tele - Works and reviewed by the Organization for accuracy and final approval . Dynamic data returned from the database that is not pre- translated and pre-recorded will be read back using English text-to - speech . Expected Results / Benefits At the successful conclusion of the proposed project as outlined in this SOW, Indian River County , FL customers will have the option to get answers to common questions , access account information, and make payment 24 hours a day, 7 days a week . The IVR provides self- service options that handle these repetitive tasks , freeing Organization staff to focus on other customer service issues that require their attention . The outbound capabilities allow the Organization to proactively communicate with its customers for both urgent (e . g . boil alerts , outages , etc . ) and routine (e . g . past due payment reminders , etc) notifications . The result is better customer service and an immediate reduction in delinquencies/shutoffs that can result in a full return on investment within a year. [ 4 ] INDIAN RIVER COUNTY, TL Reference : ID : 6863 i ADdi® G�IC� CSD UT I LITY SYSTEMS Costs & Time Requirements 9 Infinity . Teleconnect Voice Platform (TVP) - $ 17 ,000 : Certified IVR Hardware Server ; 4 -Port Licensing ; Enhanced Text-to - Speech N Infinity. Teleconnect IVR - $ 30 , 000 : Real -time Utility Account Access ; Credit Card and Check Payments ; AUS API o alertworks - $ 5 , 000 : Outbound Call -out Phone Functionality ; Email Broadcast Functionality 9 Advanced Application Programming Interface (API) - $ 5 , 000 N Installation and Training : $ 2 , 500 0 Spanish Language Infinity . Teleconnect IVR - $ 10 , 000 o SIP Gateway - $ 5 ,000 Software or Service Cost Infinity . Teleconnect Voice Platform (TVP) : $ 175000 Certified IVR Hardware Server ; 4-Port Licensing ; Enhanced Text-to - Speech Infinity . Teleconnect IVR : $ 309000 Real -time Utility Account Access Credit Card and Check Payments ; Alertworks : $ 5 , 000 Outbound Call-out Phone Functionality Email Broadcast Functionality Advanced Application Programming Interface (API) $ 5 , 000 Installation and Training and Travel Expenses $ 2 , 500 Spanish Language Infinity . Teleconnect IVR $ 105000 SIP Gateway $ 5 , 000 Estimated Project Timeframes Upon receiving an official notice to proceed (i . e . purchase order) , a pre -implementation phase begins with a project kick- off call which outlines all of the action items and deliverables that must be completed prior to the application implementation scheduling . The project call will take place within 10 business days of receiving official notice to proceed . Once all customer deliverables are complete the project is handed over to the implementation team who determine start date based on resource availability . The estimated timeframe for the successful completion of this milestone is dependent on the full attention of the customer including quick responses to action items . The implementation of Infinity . Teleconnect will be incorporated into the CIS Infinity project plan and a go - live date will be agreed upon by both parties . Once pre -implementation tasks are completed, Advanced will ensure the Tele- Works Applications Group configures Infinity . Teleconnect . The estimated timeframe for this phase is 5 - 10 weeks . Upon completion of configuration, the Organization has a 30 day Customer Acceptance Testing period (CAT) which concludes with the coordination of Organization resources to promote the application into production . [ 5 ] INDIAN RIVER COUNTY, PL Reference : ID : 6863 ADD VAN CEO UTILITY SYSTEMS Training for Infinity . Teleconnect Voice Platform (TVP) hardware and software will be conducted during the one day onsite installation . The Infinity . Teleconnect Voice Platform system training includes the physical attributes of the server, software and system administration tasks , regular maintenance duties including backup procedures and end- user capabilities . Hands - on instruction is a part of the training program . Designated Organization staff will be trained on administration functions , such as configurable application settings , setup of users , and system usage statistics . During installation, the Organization will also be trained on the web -based administration of the interactive applications . Any additional training requested can be done remotely through an online web session (free of charge) or onsite . Additional onsite training for concurrent days costs an additional $ 500 per day . Subsequent onsite training in the future will be $ 2 , 500 each individual day unless concurrent . Annual Product Support and Maintenance )Fees Advanced will ensure that Tele-Works provides product support and maintenance according to the terms outlined in the Prevailing Tele-works Product and Services Support Policy . Annual product support and maintenance begins immediately following completion of the Customer Acceptance Testing period . This date will become the anniversary date for annual product support and maintenance and the first payment will be due immediately for the first year . Subsequent payments are due prior to the start of anniversary year . Annual Product Support and Maintenance is computed at 20 % of the list price for all licensed software and hardware ; installation and maintenance fees are not included in the maintenance computation . Following the first year, the annual product support and maintenance fee will be increased by 3 % annually . [ 6 ] INDIAN RIVER COUNTY, FL Reference : ID : 6863 A DD M fi�1 C� CSD UTILITY SYSTEMS Tele Works Product and Services Support Policy This document provides Tele -Works' maintenance and support policies for its products and services . It describes the scope of Tele -Works support and the service levels provided. e • ® • • e • ISKII Installation Configuration Usability Issues (Citizen/Staff Problem Diagnosis / Resolution Proactive System Notices Software Updates ' Software Bug Fixes , Patched Hardware Repair and Replacements Virus Protection Policies , Procedures, Results Security Policies , Procedures , Results System /Network Design & Performance Database API Support and Resolution Telco Equipment/Provider Design & Performance .4 4 Number of Cases Unlimited Unlimited Case Escalation Procedures As Necessary or As Necessary or - By Request - By Request Non-Urgent Cases -Hours of Coverage Normal Business Hours4 Normal Business flours`' - Support Channels Email & Phone Email & Phone -Initial Response Time 1. Hour 1 Hour - Ongoing Response Time As Required Until As Required Until Resolved Resolved Urgent Cases6 -Hours of Coverage 24/7/365 24/7/365 - Support Channels Phone Only Phone Only -Initial Response Time ]. hr / 2 hrs 1 hr / 2 hrs (normal business hours / non -business hours) - Ongoing Response Time Daily Until Resolved Daily Until Resolved NOTES 1 — Software Updates: Tele -Works will provide to Customer periodic updates and modifications to Licensed Software as and if they become generally available to correct functional deficiencies and incorporate minor new features and improvements . [ 71 INDIAN RIVER COUNTY, FL Reference : ID : 6863 DVAHC CSD UTILITY SYSTEMS 2 — Software Bug Fixes , Patches : Tele -Works shall use commercially reasonable efforts to promptly repair, correct or replace the Licensed Software in order to fix a design defect, after reasonable notice of same from Customer . 3 — Hardware Repair and Replacement : Tele -Works will replace defective components of Hardware within a reasonable time of notice of a defect. 4 — Normal Business Hours : Defined as non -federal government holidays , Monday-Friday, 8 : 00am - 7 : 00pm FST 5 — Non -Urgent Cases : Tele -Works will provide product and technical support services during normal business hours . Tele -Works shall respond by telephone and/or email within one ( 1 ) hour to any product issue reported during normal business hours to confirm receipt of the reported failure . Thereafter, Tele -Works shall assign an appropriate internal resource to investigate , diagnose , provide status updates and resolve the reported problem for the Customer as necessary. (by email - customercare@,tele-works . com and by phone - (540) 953 - 2631 , option # 3) 6 — Urgent Cases : Tele -Works will provide product and technical support services 24 hours a day, 7 days a week, and 365 days a year. • During normal business hours , Tele -Works shall respond by telephone and/or email within one ( 1.) hour to confirm receipt of the reported failure . Thereafter , Tele - Works shall assign an appropriate internal resource to investigate , diagnose , and provide daily status updates and resolve the reported problem for the Customer. (by email- customercare@tele -works. com and by phone - (540) 953 -2631 , option #3) • Outside of normal business hours , Tele -Works shall respond within two (2) hours to any product issue reported by telephone and marked "urgent" through the Tele -Works' voice mail system . (by phone only- (540) 953-2631 , option # 3) CONTACT TELE WORKS CUSTOMER CARE Non-Urgent Issues Urgent Issues Normal Business Hours : (phone and email) Normal Business Hours : (phone and email) (540) 953- 2631 # 3 (540) 953 - 2631. # 3 customercare@tele -works . com customercare@tele -works . com Non-Business Hours: ( Phone Only) (540) 953 - 2631 #3 — Leave a Voice Mail Marked "URGENT" Perms & Conditions Signature on this Statement of Work ( SOW) represents agreement to the terms and conditions of this SOW and the Software License , Implementation and Support and Maintenance Agreement . This SOW is governed by , and is hereby incorporated into , the Software License , Implementation and Support and Maintenance Agreement between the parties . [ $ l INDIAN RIVER COUNTY , FL Reference : ID : 6863 ADDM [� � CEDD UTILITY SYSTEMS The Organization will pay the fees listed in this SOW according to the following schedule . Terms are NET 30 . • 35 % upon award/contract signing/PO ® 65 % upon installation • Annual maintenance is due prior to the start of each annual term on the anniversary date as defined above . © Travel and Living expenses will be paid per the Software License , Implementation and Support and Maintenance Agreement but will not count towards the travel time cap . [ 9 ] INDIAN RIVER COUNTY, FL Reference : ID : 6863 ADDd �1C� CD UTILITY SYSTEMS Authorization Cost of SOW : $ 74 , 500 + $ 14 , 400 First Year Maintenance Fees IN WITNESS WHEREOF , this Statement of Work was executed by the undersigned this 6th day of April , 2010 . CONSULTANT BOARD OF COUNTY COMMISSI'(INERS' '- k ^ OF IAN RIVER CQUNTY;` N . Harris Computer Corporation \\,j/A\\/ _• _ - ' V ti !c f 4 Vis+ , k ,. . By / Chairman Peter D . O '-'_ ` yan PeteTous'�General Manager v G •t Attest : J . K . Barton, Clerk of CoifrG � ' "� a" By Deputy Clerk Approved : BYQ SLY trh A Baird, County Administrator Approved as to form and legal sufficiency : By_ ( County Attorney [ 10 ] INDIAN RIVER COUNTY, FL Reference : ID : 6863