Anaheim City Council
August 23, 2022

nwoRMATIONSYS1EMA~1 G NAL
This Information System Agreement and all Exlnbits attached hereto ("Agreement") is made and entered into ---------------- ("Effective Date") by and between Systems & Software, Inc., a Vermont corporation with its principal offices at 426 Industrial Avenue, Williston, Vermont 05495 ("S&S"), and the City of Anaheim, a municipal corporation with its principal offices at 200 S. Anaheim Boulevard, Anaheim, California 92805 (the "Client"). S&S and Client are sometimes individually referred to as a ''Party'' and collectively referred to as the ''Parties.''

BACKGROUND
A. S&S has developed application software for use in the utilities industry and is in the business of implementing customer information system solutions for its clients; and B. Client desires to retain S&S for a customer information system service solution, and S&S agrees to provide and implement the Solution (as set defined below) for Client on the terms and conditions set forth in this Agreement.

In consideration of the mutual promises and covenants contained in this Agreement, the Parties agree as follows:

AGREEEMENT
I. DEFINITIONS

1. "Acceptance" means Client's acceptance of the Solution or the System Equipment in the manner set forth in the SOW.

2. "Application Software" means the commercial off the shelf version of enQuestant: software and iNovah software licensed to Client pursuant to this Agreement Use of the Application Software is governed by the terms and conditions of this Agreement.

3. "CGI Software" means Third-Party Software which CGI Technologies and Solutions Inc. will license to Client through a separate license agreement. This license agreement shall be in the form attached hereto as Exhibit 4.

4. "Client Functional Matrix" means the document that contains the Client functional software requirements for the Information System to be delivered as part of the Solution. This matrix is fully set forth in Attachment 30f the SOW which is attached hereto and incorporated by reference.

5. "Confidential Information" means, with respect to a Party hereto, all information or material which is either (1) marked or identified as "Confidential," "Restricted," or "Proprietary Information" or other similar marking or identification. or (2) known by the Parties to be considered confidential and proprietary. Confidential Information shall consist of all information, whether in written, oral, electronic, or other form, furnished on or after the Effective Date by one of the Parties or its Representatives ("Representative" is defined as any elected and appointed officials, affiliate, director, officer, employee, agent, advisor or consultant of either of the Parties or their subsidiaries or affiliates) to the other Party or to its Representatives, and specifically includes but is not limited to Client's individually identifiable Client information, Client's customer usage data and financial data, and Client's customer information, the Application Software and related Documentation, all screen generator programs, program codes, routines, methods, designs or objects, new product features and functions, and the performance of. the Application Software. In addition, Confidential Information includes all documents, including drafts, preliminary drawings or plans, notes, ideas and communications that Client provides to S&S, unless Client authorizes, in writing, the release of said information.

6. "Current Base System" means the version of the Application Software and related Documentation that has been commercially released by S&S as of the Effective Date.

7. "Dellverable" or "Deliverables" means a Solution component that includes Services and is prepared specific to the Project for the delivery of the Solution. Any and all Deliverables must meet the requirements of the SOW.

8. "Documentation" means (1) with respect to the Application Software and/or Third Party Software, the standard user-oriented instructions and related materials for the operation of the Application Software and/or Third Party Software in the form distributed by S&S generally to its clients, together with updates, modifications and enhancements thereto; and (2) with respect to the System Equipment, the standard user-oriented instructions and related materials for the operation of the System Equipment in the form distnbuted by each applicable third party vendor generally to its clients, together with updates, modifications and enhancements thereto.

9. "Go-Live" means the date on which the Solution is operating in a production environment processing Client's actual data in accordance with the requirements of the SOW.

Systems & Software, Inc.
1 10. "Hardware" means computer hardware.

11. "Information System" means the composite of Application Software and Third-Party Software provided by S&S to meet the Project requirements as set forth in the SOW.

12. "Major Release" means the commercial release of a new version of the Application Software that is identified by a release number that is to the left of the first decimal point, such as 4.x, and that contains significant amounts of new or significantly enhanced functionality and/or major changes to any Application Software's architecture or file structure.

13. "Minor Release" means the commercial release of (1) a version of the Application Software that is identified by a release number that is to the right of the first decimal point, such as x.l; and lor (2) a set of software corrections and performance adjustments for the Application Software.

14. ''Milestone Acceptance" means the Acceptance of that portion of the Solution consisting of (1) a Deliverable, or (2) a group of Deliverables within the same milestone payment number as set forth in Project Milestone Payment Schedule of Exhibit 1 (''Milestone Payment Schedule") which is attached hereto and incorporated herein by reference.

15. ''Milestone Payment Amount" means the amount to be paid to S&S by Client after Milestone Acceptance as set forth in the Milestone Payment Schedule.

16. "Modification" means a custom code that is inserted into the standard system or code that is extended from the standard system in the form of interfaces, API's, or enterprise service bus adapters. All Modifications developed for the Client will be rolled into the Current Base System at the next Major Release. The initial scope of Modifications are listed and described in the Modification Detail Cost Matrix of Exhibit 1.

17. "Project" means the replacement of the Legacy System (as defined in the SOW) with the Solution.

18. "Reimbursable Expenses" means those S&S Project-related costs and expenses, including those for car rental, meals, parking, supplies, postage, and all other items set forth in the reimbursement payment schedule of Exhibit 1 (''Reimbursement Payment Schedule'').

19. "Solution" means the combination of Information System and all S&S associated Services and Deliverables that must meet the requirement~ of this Statement of Work.

20. "Source Code" means computer code for the Information System in high level, human readable language, including comments and documentation reasonably necessary to build and/or modify such code.

21. "Statement of Work" or "SOW" means the Statement of Work and its attachments attached hereto and incorporated herein by reference as Exhibit 3.

22. ''Support Services" means the software maintenance and support services to be provided by S&S for the Solution further described in Section VIII of this Agreement and in the Systems & Software Support Program General Guidelines ("Support Guidelines") attached hereto and incorporated by reference as Exhibit 2. Support Services do not include post-implementation support. For purposes of this Agreement, post-implementation support is included with the Solution and is further descnbed in the SOW.

23. "System Equipmenf' means the SII peripheral devices consisting of printers, scanners, and cash drawers.

24. "Term" means the term of this Agreement shall commence on the Effective Date, and shall continue indefinitely unless terminated as set forth in Section XII herein

25. "Third-Party Software" means the computer software that is descnbed in the license fee schedule ofExlnbit 1 (''License Fee Schedule") that S&S delivers to Client as part of the Solution under this Agreement. For avoidance of doubt, this term does not include the Application Software. n. SCOPE OF PROJECT/SOLUTION DELIVERY
A S&S shall deliver the Solution in accordance with this Agreement, including, the SOW, and S&S shall not be deemed to have successful delivered the Solution (including, any Deliverable) unless S&S obtains Acceptance. In connection with the foregoing, the successful completion of the Solution means, at a minimum, that the Solution shall be operating in a production environment processin g Client's actual data to Client's satisfaction.

B. In compliance with all of the terms and conditions of this Agreement, S&S shall perform the Services set . forth in the Statement of Work (the "Service" or "Services"). The Public Utilities General Manager or her designee may elect to delete any portion of the Services from the SOW. The term Service or Services shall collectively refer to those Milestone Services and Project Management Services referenced in Section V.

C. Standard of Care. S&S shall perform all Services and Support Services in a skillful and competent manner, consistent with the standards generally recognized as being employed by professionals in the same discipline Systems & Software, Inc.
2 in the State of California . S&S represents and maintains that it is skilled in the professional calling necessary to perform the Services. S&S warrants that all employees and sub-consultants, if any, shall have sufficient skill and experience to perform the Services and Support Services assigned to them. By performance of the Services and Support Services, S&S certifies that the Services and Support Services conforms to the requirements of this Agreement; all applicable federal, state and local laws; and the professional standard of care. S&S represents and warrants to Client that it has, shall obtain, and shall keep in full force in effect during the term hereof, at its sole cost and expense, all licenses, permits, qualifications, insurance and approvals of whatsoever nature that is legally required of S&S to practice its profession.

C. By executing this Agreement, S&S represents and warrants that 8&S: (1) has thoroughly investigated and considered the Services and Support Services to be performed; (2) has carefully considered how the Services and Support Services should be provided; and (3) fully understands the facilities, difficulties and restrictions attending the provision of the Services and Support Services under this Agreement Should S&S discover any latent or unknown conditions materially differing from those inherent in the provision of such Services and Support Services or as represented by Client, S&S shall immediately inform Client of such fact and shall not proceed except at S&S's risk until written instructions are received from Client D. Neither Client nor any of its employees shall have any control over the manner, mode or means by which S&S, its agents or employees, perform the Services and Support Services required herein, except as otherwise set forth herein. Except as expressly provided herein and the SOW, Client shall have no voice in the selection, discharge, supervision or control of S&S's employees, servants, representatives or agents, or in fixing their number, compensation or hours of service. S&S shall perform all Services and Support Services required herein as an independent contractor of Client and shall remain at all times, as to Client, a wholly independent contractor with only such obligations as are consistent with that role. S&S shall not at any time or in any manner represent that it or any of its agents or employees are agents or employees of Client. Client shall not in any way or for any purpose become or be deemed to be a partner of S&S in its business or otherwise or a joint venture or a member of any joint enterprise with S&S.

E. In consideration for the compensation paid to S&S by Client, S&S agrees that Client shall not be liable or responsible for any benefits, including, but not limited to, worker's compensation, disability, retirement, life, unemployment, health or any other benefits, and S&S agrees that it shall not sue or file a claim, petition or application therefore against Client or any of its officers, employees, agents, representatives or sureties.

III. TERM; TIME OF PERFOR.J.'\IANCE; AUTHORIZATION TO PROCEED;

IMPLEMENTATION PROCESS
A. Time is of the essence in the performance of this Agreement and S&S shall perform and complete the Services in accordance with the SOW. The failure of S&S to strictly adhere to the schedule may result in termination of this Agreement by Client
B. The time period(s) specified for performance of the Services rendered, pursuant to this Agreement, shall be extended because of any delays due to unforeseeable causes beyond the control and without the fault or negligence of S&S, including, but not restricted to, act.:; of God or of the public enemy, unusually severe weather, fires, earthquakes, floods, pestilence, and other natural catastrophes, epidemics, quarantine restrictions, riots, strikes, freight embargoes, wars, litigation, civil disturbance or disobedience, labor dispute, labor or material shortage, sabotage, government priorities, restraint by court order or public authority and action or non-action by or inability to obtain the necessary authorization or approvals from any governmental agency or authority, and/or acts of any governmental agency, including Client, which by the exercise of due diligence such Party could not reasonably have been expected to avoid and which by exercise of due diligence has been unable to overcome, ifS&S shall within ten (10) days of the commencement of such delay notify the Project Director in writing of the causes of the delay. The Project Director shall ascertain the facts and the extent of delay, and shall extend the time for performing the Services for the period of the enforced delay. In the event of delay, however caused, S&S' s sole remedy shall be an extension of the Agreement, pursuant to this Section, and S&S shall not be entitled to recover damages against Client.

C. Authorization to Proceed. S&S shall, upon tbe Effective Date, commence with the procurement and implementation of the Solution. Client's execution of this Agreement constitutes Client's agreement to the Systems & Software, Inc.
3 terms herein and authorization for S&S to commence with Cl.e procurement and implementation of the Solution.

D. Implementation Process. Each Party sball comply with it~ re s pective obligations in connection with the implementation of the Solution as such are further descnbed m 1h.e SOW.

N. FEES AND REIMBURSEABLE EXPENSES
A. Fees.

1. Upon Milestone Acceptance , S&S sball invoice Client for the completed Deliverable or Deliverables, and Client shall pay S&S the Milestone Payment Amount: within thirty (30) days of Client's receipt of the invoice. Notwithstanding the foregoing, the Milesto n e Payment Amount may be reduced as set forth in Sections 6.5 and 8.3 of the SOW. The total fees fo r all Deliverables shall not exceed THREE MILIlON AND TWO HUNDRED AND FIFfY mOUSAND AND ONE HUNDRED AND TIllRTY-FIVE DOLLARS ($3,250,135.00) .

2. The Reimbursement Payment Schedule shall commence o n the frrst day of the month following the Effective Date. Upon the start of the Reimbursement Pa yment Schedule and first of every month thereafter until the completion of the Reimbursement Schedule, S&S shall invoice Client for the Reimbursement Expenses for that month in accordance w ith the Reimbursement Payment Schedule and Client shall pay S&S the invoiced amount within thirt y (30) days of Client's receipt of the invoic~ Client shall pay S&S the amount for the Reimburs e ment Expenses in accordance with the Reimbursement Payment Schedule. S&S shall not be ent itled to any additional compensation from Client for the Reimbursement Expenses or for any other Project-related cost and expenses . The total fees for the Reimbursement Expenses shall not exceed FIVE HUNDRED AND NINETY-THREE THOUSAND AND EIGHT HUNDRED DOLLARS ($593 ,,800.00).

3. Upon the Effective Date, S&S shall invoice Client for the Information System software in an amount set forth License Fee Schedule for that software, and Client shall pay S&S the invoiced amount within thirty (30) days of Client's receipt of the invoice. The total amount of the Information Software licenses shall not exceed NINE HUNDRED AND 1\i!NETY -TWO THOUSAND AND SIX HlJ1'I,.'Il)RED AND TWENTY-EIGHT DOLLARS ($992,628.00) ("License Fee Amount").

4. Systems & Software, Inc.
(a) Upon the Effective Date and the first and second anniversaries of the Effective Date, S&S shall invoice Client for the Support Services in accordance with support services payment schedule set forth in Exhibit 1 ("Support Services Payment Schedule"), Client shall pay S&S for those invoiced Support Services within thirty (30) days of Client's receipt of the invoice. (b) Notwithstanding Section IV.A.4.(a), if Go-Live has not occurred by the second anniversary of the Effective Date, S&S shall only invoice Client for the Support Services upon the occurrence of that second anniversary at those "Project Year 2" prices set forth in the Support Services Payment Schedule. Upon the receipt of that invoice, Client shall pay S&S for the invoiced Support Services within thirty (30) days of Client's receipt of the invoice. For this Section IV.A.4(b) only, the foregoing payment shall be called the "Second Anniversary Payment" . For any subsequent anniversary where Go-Live has not occurred and Client has not terminated the Agreement, S&S shall only invoice Client for the Support Services upon the occurrence of that subsequent anniversary at those ''Project Year 2" prices set forth in the Support Services Payment Schedule and Client shall pay S&S the invoiced amount within thirty (30) days of receipt of S&S's invoice. For this Section IV.A.4 .(b) only, the foregoing payment shall be called the "Subsequent Anniversary Payment" . If Go-Live does not occur on any anniversary of the Effective Date, the Second Anniversary Payment or Subsequent Anniversary Payment shall be prorated based upon a three hundred and sixty-five (365) day year and applied by S&S as follows: (1) to those Support Services rendered by S&S after the second anniversary year or any subsequent year prior to Go-Live, as applicable; and (2) any remaining portion towards the ''Post Go-Live Year 3" payment as set forti.. in the Support Service Payment Schedule. Upon the occurrence of Go-Live, S&S shall invoice Client for the remaining balance of the Post Go-Live Year 3, and Client shall pay S&S the invoiced amount within thirty (30) days of Client's receipt of the invoice 4 (c) After the one year anniversary of the Go-Live date and every subsequent one year anniversary thereafter, S&S shall continue to perform the Support Services unless the Public Utilities General Manager or her designee has terminated the Support Services in accordance with Section VIII of this Agreement. Each Support Services renewal term ("Support Services Renewal Term") shall have a duration of one year, commencing and ending on the anniversary of the Go-Live date. For the first Support Services Renewal Term, S&S shall invoice Client an amount not to exceed three and half percent (3.5%) of the Post Go-Live Year 3 payment. For every subsequent Support Services Renewal Term, S&S shall invoice Client an amount not to exceed three and half percent (3.5%) of the previous Support Services Renewal Term payment. Client shall pay S&S for every Support Service Renewal Term within thirty (30) days of Client's receipt ofS&S's invoice.

5. Upon Acceptance of the System Equipment, S&S shall invoice Client for the System Equipment in an amount not to exceed EIGHTEEN THOUSAND AND FOUR HUNDRED AND SIXTEEN DOLLARS ($18,416.00) ("System Equipment Payment"). Client shall pay S&S the System Equipment Payment within thirty (30) days of Client's receipt of S&S invoice

6. Except for Support Services fees, it is understood by and agreed between the Parties to this Agreement that full and complete payment for the Solution, and sub-consultant fees, if any, shall not exceed

FOUR MILLION AND EIGHT HUNDRED AND FIFTY-FOUR THOUSAND AND NINE HUNDRED AND SEVENTY-NINE DOLLARS ($4,854,979.00) ("Contract Amount").

B. Change Order. The Public Utilities General Manager or her designee is authorized to approve additional expenditures not to exceed Fifteen Percent (15%) ~fthe Contract Amount for Extra Work not included in the Statement of Work, if the Public Utilities General Manager or her designee determines, in herlhis sole discretion, that these additional Extra Work is necessary for the successful completion of the Project.

1. S&S or Client may initiate a request for Extra Work through a written request called a Change Order Request. The other Party shall review and approve or reject the Change Order Request in a timely manner. After initial approval of any Change Order Request, the Public Utilities General Manager or her designee shall review all Change Order Requests, and, so long as the Public Utilities General Manager or her designee determines in herlhis sole discretion that the Change Order Requests meets the requirements of this Section IV.B., the Public Utilities General Manager or her designee shall approve it and issue a Change Order for the Extra Work.

2. In no event shall S&S render Extra Work beyond the scope of this Agrecment without the written authorization of the Public Utilities General Manager or her designee.

3. All Extra Work approved in writing by the Public Utilities General Manager or her designee shall be billed at either the rates set forth in Exhibit lor at a fixed price, at Client's sole discretion. Ifbilled at a fixed price, S&S shall provide Client with general description of the Extra Work to be performed with a proposed price. At such time as the Public Utilities General Manager or her designee has approved the Extra Work, has agreed to a fixed price for the services, and has notified S&S of such approval and agreement in writing, S&S shall perform the Extra Work.

4. Except for the authority granted the Public Utilities General Manager in this Section, no additional services or Extra Work beyond the scope of this Agreement shall be rendered by S&S unless such Extra Work is first approved by written amendment to this Agreement.

S. As used herein, "Extra Work" means any work that is determined by Client to be necessary for the proper completion of the Project, but which is not included within the Statement of Work and which the Parties did not reasonably anticipate would be necessary at the execution of this Agreement.

C. In addition to the authority granted by Section IV.B. above, the Public Utilities General Manager or her designee is authorized to approve additional or modified services not included in the Statement of Work, if the Public Utilities General Manager or her designee determines, in hislher sole discretion, that these additional or modified serv'ices constitute Cost-Neutral Extra Work If designated by Public Utilities General Manager, the Project Director may approve Cost-Neutral Extra Work in accordance with the requirements of this Section IV.C.

Systems & Software, Inc.
5 1. S&S or Client may initiate a request for Cost-Neutral Extra Work through a written request called a Change Order Request The other Party shall review and approve or reject the Change Order Request in a timely manner. After initial approval of any Change Order Request, the Public Utilities General Manager or her designee shall review the Change Order Request, and, so long as the Public Utilities General Manager or her designee determines in herlhis sole discretion that the Change Order Request meets the requirements of this Section IV.C, the Public Utilities General Manager or her designee shall approve it and issue a Change Order for the Cost-Neutral Extra Work

2. In no event shall S&S render Cost-Neutral Extra Work beyond the scope of this Agreement without the written authorization of the Public Utilities General Manager or her designee .

3. Except for the authority granted the Public Utilities General Manager in this Section, no additional Services or Extra Work beyond the scope of this Agreement shall be rendered by S&S unless such Cost-Neutral Extra Work is first approved by written amendment to this Agreement

4. As used herein, "Cost-Neutral Extra Work" means any work that is determined by the Public Utilities General Manager or her designee to be necessary for the proper completion of the Project, but which (1) is not included within the Statement of Work; (2) does not impact the Contract Amount; and (3) the Parties did not reasonably anticipate would be necessary at the execution of this Agreement.

D. All Parties recognize that the continuation of this Agreement after the close of any fiscal year of Client, which fiscal year ends on June 30 of each year, shall be subject to budget approval providing for or covering such Agreement items as an expenditure in said budget. Client does not represent that said budget item will be actually adopted, said determination being the determination of Client's City C<5Uncil at the time of the adoption of the budget herein . No penalty shall accrue to Client in the event this provision shall be exercised.

Should termination be accomplished in accordance with this Section, a settlement shall be negotiated by the Parties based on items delivered, Services provided, monies paid and monies due.

V. PROJECT MANAGEMENT
A. S&S shall designate a Project Manager, who. shall coordinate the Services. This Project Manager shall be available to Client at all reasonable times during the Term of this Agreement. S&S will designate a mutually agreeable Project Manager within 30 days of the Effective Date of this Agreement The foregoing Project Manager shall be responsible during the Term of this Agreement for directing all activities of S&S and devoting sufficient time to personally supetVise the Project. The foregoing Project Manager may not be changed by S&S and no other personnel may be assigned to supervise the Services to be provided hereunder without the express written authorization of the Public Utilities General Manager or the Project Director.

B. Any personnel or sub-contractor, if any, who fail or refuse to perform the Services in a manner acceptable to Client, or who are determined by the Public Utilities General Manager or her designee, in its reasonable sole discretion, to be uncooperative, incompetent, a threat to the adequate or timely completion of the Project, or a threat to the safety of persons or property, shall be promptly removed from the Project by S&S at the request of Client. This removed individual shall be promptly replaced by S&S. S&S agrees that any removal of its personnel or sub-contractor shall not excuse S&S from the timely performance of the Services. S&S warrants that it will continuously furnish the necessary personnel to complete the Services on a timely basis as contemplated by this Agreement.

C. S&S personnel may not be changed by S&S and no other personnel may be assigned to the Services to be provided hereunder without the express written authorization of the Public Utilities General Manager or her designee. At a minimum, S&S shall notify Client, in writing, thirty (30) days prior ·to the date of the desired substitution. Notwithstanding the foregoing, S&S shall have the right to remove or reassign personnel upon notice to Client if such removal or reassignment is required due to termination of employment or extended illness.

VI. ADMINISTRATION
This Agreement will be administered by the Client The following employees of the Client's shall be authorized to take the following actions pursuant to this Agreement
Systems & Software , Inc.
6 A. The Client Public Utilities General Manager is authorized to take any action on behalf of Client as set forth herein in this Agreement, including, but not limited to termination of the Services in accordance with Section XII of this Agreement.

B. Mark Lopez shall be the Client's Project Director . The Project Director shall have the power to act on behalf of Client for review and approval of all Services performed by S&S under this Agreement and approved Cost-Neutral Extra Work. The Project Director shall not be authorized to approve Extra Work, change billing rates, ·or terminate this Agreement.

VII. OWNERSHIP; LICENSE
A. Ownership. S&S and its Third Party Software licensors shall have and retain sole and exclusive ownership of all right, title and interest in and to the Application Software and the Third Party Software, including ownership of all trade secrets and copyrights pertaining thereto, subject only to the license rights and privileges expressly granted to the Client herein . Client agrees that S&S and its Third Party Software licensors shall have sole ownership of all Modifications made to the Application Software and the Third Party Software, regardless of whether such Modifications are made by S&S alone or together with the Client or third parties . Nothing in this Agreement shall be construed as a commitment of S&S to create improvements, Modifications or future enhancements to the Application Software and lor the Third Party Software, other . than those expressly specified in this Agreement. Upon request and without the necessity for further \ consideration, Client shall take all necessary actions to assign ownership of the Application Software and I Modifications to S&S.

Subject to all the terms and conditions of this Agreement, S&S agrees to sell and Client agrees to purchase the System Equipment.

B. License. In consideration of Client's payment of amounts set forth in Section IV, S&S grants to Client a nonexclusive and nontransferable right and license to use the Application Software and the Third Party Software solely for Client's internal business purposes (including its Client's use for customer information system) in accordance with the provisions in this Agreement for the duration of the Term. Client may use the Application Software on Hardware upgrades, additions or replacements; provided, however, the Client must give S&S written notice in advance of any such change so as to permit S&S to provide support and to be aware from a licensing perspective of the numbers and types of Hardware on which the Application Software resides or is intended to reside. Client agrees that it will not sell, assign, transfer , disclose, sublicense, or otherwise make the Application Software available to others without the prior written consent of S&S. Client shall not create derivative works of the Application Software, meaning that the Client shall not create any software or other works that are based upon the Application Software or recast, transform or adapt the Application Software in any manner, except as authorized by this Agreement. Client shall not disassemble, decompile or "reverse engineer" the Application Software for any purpose.

C. Additional License Terms.

1. Client may prepare one copy of the Application Software and lor the Third Party Software for backup purposes only; provided that the backup copy may be used only during the Term and the copy shall be destroyed or returned to S&S upon the expiration of the Term or earlier termination of this Agreement. Client may prepare a reasonable number of copies of the Documentation for internal use only; provided that the copies of Documentation may be used only during the Term and the copies shall be destroyed or returned to S&S upon the expiration of the Term or earlier termination of this Agreement. All copies of the Application Software and Documentation must contain the proprietary notices appearing on the copies as initially furnished to Client. Except as permitted in this Section VII.C .I, Client shall not copy or otherwise reproduce the Application Software or the Documentation, in whole or in part, without the prior written consent of S&S.

2. The Application Software is licensed in object code only. The Client shall have no rights to the Source Code except as expressly specified in this Agreement.

3. The Total License Fee Amount is based on the projected user level and the current Client account volume (being the current number of metered or non-metered water, wastewater, electric, rental, refuse and other services provided by Client) specified herein. The Parties agree that, for purposes of this Agreement, Client's current account volume is approximately 120,000 accounts (the "Current Systems & Software, Inc.
7 Account Volume"). The Parties agree that the Total License Fee Amount shall not increase due to changes in Client Account Volume unless the changes result in an increase of greater than five (5%) of the Current Account Volume. The Parties also agree that, for purposes of this Agreement, the Client's current number of users is 150 (the "Current Number of Users"). Client agrees that, if the Current Number of Users increases beyond the Current Number of Users, Client shall pay S&S for the additional users in accordance with the additional license cost schedule set forth in Exhibit 1 ("Additional License Cost Schedule'); provided, a Change Order is approved in accordance with Section IV. Client shall provide S&S with an annual report specifying the then current number of users. The Additional License Cost Schedule shall be effective for one year after the Effective Date and may be updated every year thereafter. If the Current Number of Users is increased, the annual Support Services fee set forth in Section IV will increase by twenty (20) percent of the new license cost

4. The Application Software and Third Party Software shall be used solely on the server environment described in the SOW (or as agreed to in writing by S&S).

5. Client shall take all reasonable steps to preserve the confidential and proprietary nature of the Application Software and Documentation.

6. Client shall limit access to the Application Software to employees, auditors, consultants and agents of Client who need access to the Application Software in order for the Client to use the Application Software as permitted herein. Client shall inform all persons with access to the Application Software of the confidential and proprietary nature of the Application Software and of the restrictions set forth in Section XI of this Agreement

7. The CGI Software is licensed to Client solely and directly by the third party supplier of such software, not by S&S. Client, therefore, acknowledges and agrees that notwithstanding the Acceptance of the CGI Software, Client's rights, obligations and remedies regarding such software shall be determined solely and exclusively by the terms and conditions set forth in Exhibit 4. In cOJUlection with the foregoing, S&S shall not be relieved of its responsibility for its performance of the Solution in the event (1) the license agreement set forth in Exhibit 4 is terminated for any reason, except for Client's default.

8. Except for the CGI Software, S&S warrant and agrees that S&S is authorized (1) to use the Third Party Software for the Solution; and (2) to grant sub-licenses to Client for use of the Third Party Software for Client's internal business purposes with the enQuesta TM software in accordance with the provisions in this Agreement for the duration of the Term.

9. The Parties acknowledge and agree that (1) the Application Software may include embedded Third­ Party Software components licensed by S&S for use in the Application Software; (2) the terms and conditions of Sections IX.C, IX.F, IX.G, IX.I, and XI. of this Agreement shall inure for benefit of the providers of such Third-Party Software and (3) subject to the license and sublicense rights granted to S&S in cOJUlection with its use and distribution as part of the Application Software, the Third-Party Software owner retains right, title and interest in such software, including statutory enforcement rights in the event of infringement. The Parties agree that this section does not apply to eGl Software. vm. SUPPORT SERVICES
A. S&S Support Program. From the Effective Date, S&S shall provide Support Services, and the Client is required to receive Support Services for a period of twelve (12) months. Thereafter, S&S shall provide Support Services, an4 the Client will continue to receive Support Services for a period of twelve (12) months, unless Client terminates Supports Services in accordance with Section VIII.C. If the Client elects to discontinue the Support Services, S&S shall be under no obligation to continue providing Support Services past the period for which Client has paid for enrollment in the Support Services. In addition to the terms of this Agreement, S&S shall provide the Support Services in accordance with Support Guidelines . S&S reserves the right to modify the S&S Support Program throughout the Term so long as the modifications do not diminish or reduce the level of Support Services.

B. Exclusions from Support Services. S&S shall not be required to perfonn corrective maintenance as part of its Support Services with respect to Application Software malfunctions caused by:

Systems & Software, Inc.
8 1. Client's modifications to the Application Software unless performed at the direction of S&S; or

2. Client's failure to use updates, enhancements or program error corrections; or

3. Failure to use the Application Software in accordance with this Agreement.

C. Prior to Go-Live, Client may terminate the Support Services in writing thirty (30) days before the anniversary of any Effective Date. Upon the first anniversary of the Go-Live Date and every year thereafter, the S&S shall continue to perform the Support Services unless the Public Utilities General Manager or her designee notifies S&S in writing of its desire to discontinue the Support Services on or before September 30th of the year preceding the year in which Client desires to terminate the Support Services. If the Client elects to discontinue their participation in the S&S Support Program S&S shall be under no obligation to continue providing maintenance services past the period for which Client has paid for the Support Services.

D. Major and Minor Releases. S&S shall provide Major and Minor Releases to Client as part of Support Services; provided that Client is participating in the Support Services.

E. Termination ofSuDPort Services: Transition to New Vendor: NDA Regyjred from New Vendor

1. In the event that Client elects to replace the Solution with another vendor's product, S&S will cooperatively work with Client to develop S&S' role in the transition. In order to protect the proprietary interests of S&S in the Application Software, Client agrees that any replacement vendor shall have only such access to the Application Software as necessary to assist in the actual conversion.

In the event a replacement vendor indicates that access to the Application Software is necessary to implement the actual conversion, the Client shall deliver a written notice to S&S, containing an explanation for the replacement vendor's need to access the Application Software, at least fifteen (15) days prior to allowing the replacement vendor access to the Application Software . S&S shall have the right, in its discretion, to have a representative of S&S present at the Client's facility at all times when any replacement vendor has access to the Application Software. Client will cooperate by providing S&S with scheduling information necessary to facilitate such presence. Any replacement vendor or other outside party required to assist in transition from the Application Software to another vendor shall execute a confidentiality and non-disclosure agreement in a form reasonably satisfactory to S&S, prior to the time said vendor or other third party has access to the Application Software.

2. Clientshall provide written notice to S&S at least sixty (60) days in advance of the conversion. Client and S&S shall develop a plan for services that the Client desires in connection with a transition period to its new system. In the event the transition plan requires S&S to provide services in addition to its standard support services under this Agreement (and provided that S&S agrees to provide such services), Client shall approve a change order in accordance with Section IV or an amendment to this Agreement, as applicable. If the Client completes the conversion prior to the completion of the sixth month of a Support Services year and certifies the foregoing in writing, S&S shall reimburse Client for the paid Support Services for the remaining six (6) months. S&S shall continue to provide Support Services through the transition period so long as the Client is current with its Support Service payments and is not in material breach of this Agreement.

IX. WARRANTiES; DISCLAIMERS; INDEMNIFICATION
A. S&S warrants that all Application Software and the Third Party Software products delivered under this Agreement will perform in material compliance with the Documentation for the period ending thirty (30) days after System Acceptance (the "Warranty Period"). S&S further agrees to furnish promptly and without additional charge, all labor and parts necessary to remedy any such defect that occurs during the Warranty Period; provided that S&S must receive the notice of defect during the Warranty Period. Thereafter support of the Application Software and Third Party Software will be performed as Support Services, provided that Client has paid the annual Support Service payments in accordance with ExhIbit 1 or this Agreement and has not terminated the Support Services .

B. S&S agrees that, to the extent permitted, it will pass through to the Client any and all warranties that S&S receives from any manufacturer or supplier of any of the System Equipment. In the event that any component of the System Equipment has a defect in materials or worlananship or has an operating failure that occurs Systems & Software, Inc.
9 from normal use thereof, S&S shall use commercially reasonable efforts to work with the third party supplier to provide a timely solution for the Client.

C. Client acknowledges that any warranty provided by S&S is limited to the Application Software and used on the Client's Hardware. Client further acknowledges that those actions set forth in Section Vlll.B will void S&S' warranty of the Application Software, unless specifically stated otherwise in writing by S&S.

D. S&S represents and warrants that all Third-Party Software product manufacturers, listed in Exhibit 1, have authorized S&S to grant licenses or sub-licenses to such software for the use of the Third Party Software for the Solution and Client's use in connection therewith.

E. S&S' obligation for breach of warranty shall include timely correction or replacement of the module or component of the Application Software and Thirty Party Software that fails to conform to such warranty. In no event shall S&S be liable for any breach of warranty unless written notice thereof is given to S&S by the Client during the Warranty Period.

F. UNDER NO CIRCUMSTANCES SHALL S&S BE LIABLE FOR ANY DIRECT, SPECIAL, INDIRECT,

CONSEQUENTIAL, PUNITIVE OR INCIDENTAL DAMAGES OF ANY KIND INCLUDING, BUT NOT

LIMITED TO, DAMAGES FOR LOSS OF PROFITS, WORK STOPPAGE, SYSTEM FAILURE OR MALFUNCTION, LOSS OF DATA OR ANY OrnER DAMAGES OR WSSES IN CONNECTION WITH

THE USE OF THE INFORMATION SYSTEM OR OTHERWISE, EVEN IF S&S HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. rnE FOREGOING LIMITATION SHALL NOT APPLY WITH RESPECT TO S&S' INDEMNIFICATION OBLIGATION SET FORTH IN SECTION IX.H BEWW OR XV BELOW.

G. To the extent permitted by applicable law, except for (a) damages for bodily injury or damage to real or tangible personal property for which consultant is liable, and (b) S&S obligations under Section IX.H below and Section XV, Client's right to recover damages from S&S in connection with this Agreement, whether such damages are direct or indirect, in contract or in tort, for breach of warranties, failure to perform, infringement of intellectual property rights, loss of profits, special, incidental or other consequential damages arising from S&S' performance (or failure of performance) under this Agreement shall not exceed the total value of fees payable by Client to S&S for the item of software or services giving rise to such liability.

Nothing in this paragraph shall be construed as creating a right on the part of Client to receive any indirect, special, incidental or consequential damages, except to the extent such damages are expressly mandated by statute.

H. In the event there is a third party claim alleging that Client's use of the Application Software or Third Party Software (except the CGI Software) in accordance with this Agreement constitutes an infringement of a United States patent, copyright, or trade secret, S&S shall, at its expense, defend Client and pay any final judgment against Client or settlement agreed to by S&S on Client's behalf; provided that Client promptly notifies S&S of any such claim or proceeding and shall give S&S full and complete authority, information, and assistance to defend such claim or proceeding. S&S shall have sole control of the defense of any claim or proceeding and all negotiations for its compromise or settlement, provided that S&S shall consult with the Client regarding any settlement of the claim.

I. S&S represents, warrants, and covenants that (1) it has and will have all rights, titles, license, and intellectual property permissions, and approvals necessary in connection with its performance under this Agreement and to grant the Client the rights hereunder, (2) none of the Application Software and the Third Party Software not their use as contemplated by this Agreement do or will infringe, violate, trespass or in any manner contravene or breach any patent, copyright, trademark, license, or other property or proprietary right or constitute the unauthorized use or misappropriations of any trade secret of any third party. In the event that the Application Software or Third Party Software (except the CGI Software) product is finally held to be infringing and its use by the Client is enjoined or S&S deems that it may be held to be infringing, S&S shall, at S&S' election: (1) procure for the Client the right to continue use of the Application Software or Third Party Software (except the CGI Software); or (2) modify or replace the Application Software or Third Party Software (except the CGI Software) so that it becomes non-infringing; or (3) in the event S&S determines that (1) or (2) is not commercially practicable, S&S may terminate the license with respect to the infringing module and refund or credit to Client the license fees paid by Client under this Agreement and Client shall return the original and all whole or partial copies of the module and related Documentation.

Systems & Software, Inc.
10 J. S&S shall have no liability hereunder if the Client has modified the Application Software or the Third Party Software in any manner without the prior written consent of S&S.

K. The foregoing states S&S' entire liability, and the Client's exclusive remedy, with respect to any claims of infringement of any copyright, patent, trade secret, or other property interest rights relating to the Information System, or any part thereof, or use thereof.

L. The warranties contained in this Section IX are in lieu of all other warranties, express or implied. EXCEPT FOR TIlE WARRANTIES EXPRESSLY SET FORTIl IN THIS AGREEMENT, S&S DISCLAIMS AND

EXPRESSLY WAIVES ALL WARRANTIES, EXPRESS AND IMPLIED, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE. CUENT ACKNOWLEDGES mAT NO REPRESENTATIONS OrnER mAN THOSE CONTAINED IN THIS

AGREEMENT HAVE BEEN MADE WITH RESPECT TO THE GOODS OR SERVICES TO BE PROVIDED UNDER TIllS AGREEMENT, AND THAT CLIENT HAS NOT RELIED ON ANY REPRESENTATION OR WARRANTY NOT EXPRESSLY SET OUT HEREIN.

M. S&S represents, warrants and covenants that the Application Software · and the Third Party Software, in the form delivered by S&S to Client, do not and will not contain any computer code designed to disrupt, disable, hanD, or otherwise impede in any manner, including, aesthetical disruptions or distortions, the operation of the Information System.

N. S&S represents, warrants, and covenants that the Application Software and the Third Party Software, in the form delivered by S&S to Client, do not and will not contain any computer code that: (l) would disable the Application Software, Third Party Software, or the Information System or impair in any way their operation based on elapsing of a period of time, the exceeding of the an authorized number of copies, or the advancement to a particular date or numeral (e.g.," time bombs"); (2) would permit S&S or any third party to access the Application Software, Third Party Software, or the Information System (e.g., "traps", "traps doors"); or (3) would permit S&S or any third party to track, monitor, or otherwise report the operation and use of the Application Software, Third Party Software, or the Information System by Client or its contractors . or customers.

X. SOURCE CODE ESCROW
Upon Client request throughout the Term, S&S shall supply a sealed Source Code tape for the Application Software (including any upgrades) licensed hereunder. In such event, the sealed Source Code tape shall be provided to an escrow agent pursuant to an escrow agreement mutually agreeable to the Parties. Client shall be responsible for all fees payable to the escrow agent or otherwise incurred as a result of the escrow agreement. The escrow agreement shall specify that the Source Code may be made accessible to the Client only in the event that S&S (A) whether directly or through a successor or affiliate, shall cease to be in the software business, (B) upon no less than sixty (60) days written notice (in addition to any notice requirement set forth in Section XII.B refuses to fulfill its support obligations under this Agreement, or (C) should be declared bankrupt or insolvent by a court of competent jurisdiction. The Source Code supplied pursuant to this Section shall be subject to each and every restriction on use and disclosure set forth in this Agreement, and the Client acknowledges that the Source Code and its associated documentation is the property of S&S and will use its best efforts to prevent unauthorized use or disclosure of the Source Code. The Parties acknowledge that after Go-Live, this section only applies so long as Client has not terminated the Support Services.

XI. CONFIDENTIALITY
A. S&S and Client shall each hold the other's Confidential Information in confidence. Neither Party shall make the other's Confidential Information available in any form to any third party or use the other's Confidential Information for any purpose other than as specified in this Agreement. The Party providing Confidential Information (''Disclosing Party") to the other Party ("Receiving Party") shall remain the sole owner of such information. Nothing contained in this Agreement shall be construed as granting or conferring any right or license in the Confidential Information or in any patents, software or other technology, either expressly or by implication to the other Party, or to its Representatives or to others. The term Confidential Information shall net include any efthe follc'lling: (1) information already in possession of, or already known tv, the Receiving Party as of the Effective Date; (2) information in the public domain at the time of the disclosure, or which, after such disclosure, enters into the public domain through no breach of this Agreement by the Receiving Systems & Software, Inc.
11 Party or its Representative(s); (3) information lawfully furnished or disclosed to the Receiving Party by a non-party to this Agreement without any obligation of confidentiality and through no breach of this Agreement by the Receiving Party or its Representative(s); (4) information independently developed by either Party without use of any Confidential Information; or (5) information authorized in writing by the Disclosing Party to be released from the confidentiality obligations herein.

B. This Agreement does not diminish, revoke or supersede any existing confidentiality, non-disclosure or similar agreement between the Parties. The obligations of the Parties set forth in this Section are in addition to the obligations of the Parties set forth in any existing confidentiality, non-disclosure or similar agreement or otherwise arising under applicable law. In the event that this Section is in conflict with any provision of an existing agreement covering confidentiality or non-disclosure obligations. the provision that provides stronger protection to the Disclosing Party shall govern .

C. The Receiving Party will treat all Confidential Information, no matter written, electronic, or oral. as confidential and proprietary, and the Receiving Party shall only use the information for Client-authorized Project uses. As such, the Receiving Party shall hold in confidence the Confidential Information, and ensure that the Confidential Information is not disclosed to any other person or entity, except as expressly permitted by this Agreement. Receiving Party shall not disclose Confidential Information received under this Agreement to any person other than its Representatives who require knowledge of the Confidential Information in furtherance of Client-authorized Project uses. The Receiving Party shall inform its Representatives of the confidential nature of the Confidential Information and advise such Representatives of the limitations on the use and disclosure and prohibition on making copies or summaries of the Confidential Information. The Receiving Party shall be responsible for any breach of this Agreement by its Representatives. Neither S&S nor its Representatives shall use the Confidential Information for any commercial purpose.

D. If the Receiving Party becomes legally compelled (by oral questions, interrogatories, request for information or documents, subpoena, civil investigative demand, or similar process) to disclose any Confidential Information, the Receiving Party will provide the Disclosing Party with prompt written notice so that the Disclosing Party may seek a protective order or other appropriate remedy, or waive compliance with the provisions of this Agreement. So long as it is consistent with applicable law, the Receiving Party will not oppose action by, and the Receiving Party will cooperate with, the Disclosing Party, at the Disclosing Party's sole cost and expense, to obtain an appropriate protective order or other reliable assunmce that confidential treatment will be accorded the Confidential Information. If the Disclosing Party fails to obtain such protective order or other remedy, or if the Disclosing Party waives compliance with the requirements of the preceding sentence, the Receiving Party will disclose only that Confidential Information that it is legally required to disclose, and will exercise commercially reasonable efforts, at Disclosing Party's expense, to obtain reliable assurance that confidential treatment will be accorded the Confidential Information so disclosed.

E. In the event the Receiving Party discloses, disseminates or releases any Confidential Information, except as expressly permitted by this Agreement, such disclosure, dissemination or release will be deemed a material breach of this Agreement and the Disclosing Party may demand prompt return of all Confidential Information previously provided to the Receiving Party. As soon as the Receiving Party becomes aware that it has made an unauthorized disclosure of Confidential Information, the Receiving Party shall take any and all necessary actions to recover the improperly disclosed Confidential Information and immediately notify Disclosing Party regarding the nature of the unauthorized disclosure and the corrective measures being taken Each Party agrees that any breach of their confidentiality obligations could cause irreparable harm to the other Party, the amount of which would be extremely difficult to estimate. Accordingly, it is understood and agreed that monetary damages would not be a sufficient remedy for any material breach of this Agreement and that specific performance and injunctive relief in addition to monetary damages shall be appropriate remedies for any breach or any threat of such breach. The provisions of this Paragraph are in addition to any other legal rights or remedies the Receiving Party may have under federal or state law.

F. S&S acknowledges that although Client will endeavor to include in the Confidential Information those materials that are believed to be reliable and relevant, Client makes no representation or warranty as to the accuracy or completeness of the Confidential Information. S&S agrees that neither Client nor its Representatives shall have any liability to S&S or its representatives for use of the Confidential Information.

Systems & Software, Inc.
12 G. S&S agrees to provide Client with copies of all data, reports, and publications that are produced as a result of having access to Confidential Information.

H. Within two (2) weeks of the termination of this Agreement, S&S will return to Client any and all Confidential Information, including all originals, copies, translations, transcriptions or any other form of said material, without retaining any copy or duplicate thereof. To the extent permitted by law, and if authorized in writing by the Public Utilities General Manager, S&S shall promptly destroy any and all electronic and hardcopy versions of the Confidential Information, as well as any documents consisting of excerpts or portions of the Confidential Information. S&S shall certify in writing the destruction of the Confidential Information. Client may perform an audit of S&S' s records to confirm the return or destruction of the Confidential Information at S&S'S sole cost and expense. Client shall have this audit right for three (3) years after the termination of this Agreement.

1. Notwithstanding the termination of this Agreement, this Confidentiality Section shall survive the expiration or earlier termination of this Agreement.
xu TERMINATION, CANCELLATION OR MODIFICATION
A. This Agreement shall automatically terminate, and the license granted hereunder shall be automatically revoked, at such time as Client breaches this Agreement in such manner that adversely impacts S&S' proprietary rights in the Application Software and fails to cure such breach upon notice pursuant to Section XII.B below.

B. This Agreement may not be canceled or modified except by the written mutual consent of both Parties or as otherwise provided in this Agreement. If either Party is in material breach of any of the teons and conditions of this Agreement, the aggrieved party shall give, written notice thereof, including a reasonably detailed statement of the nature of such breach, to the breaching party. The breaching party will have thirty (30) days after notice is given to cure such breach or, if the breach cannot reasonably be cured within thirty (30) days, the breaching party shall provide a written estimate of the time needed to cure such breach, shall commence to cure such breach within ten (10) days of notice from the aggrieved party and shall diligently continue to prosecute such cure to completion. If the breaching party fails to cure, commence to cure in a timely manner, or diligently prosecute such cure to completion, the aggrieved party, at its option, shall be entitled to terminate this Agreement or suspend its performance under the Agreement for as long as the breach remair..s uncorrected, and avail itself of any and all remedies available under this Agreement. In addition to the foregoing, Client, at its option, shal~ be entitled to terminate this Agreement in the event of S&S' (1) application for, consent to, or suffering ot: the appointment of a receiver, trustee or liquidator for all or a substantial portion of its assets; (2) making a general assignment for the benefit of creditors; (3) being adjudged bankrupt; (4) filing a voluntary petition or suffering an involuntary petition under any bankruptcy, arrangement, reorganization or insolvency law (unless in the case of an involuntary petition, the same is dismissed within thirty (30) days of such filing); or (5) suffering or permitting to continue un-stayed and in effect for fifteen (15) consecutive days any attachment, levy, execution or seizure of all or a substantial portion ofS&S's assets or ofS&S's interests hereunder .

C. Termination Without Cause. Client may terminate this Agreement at any time without the necessity of cause or default by giving seven (7) days' notice in writing to S&S. In such event, the Parties shall have no further rights hereunder, except that S&S shall be paid for (1) all unpaid software installed prior to termination, (2) those unpaid Deliverables that have received Acceptance prior to termination, and (3) the unpaid Reimbursable Expenses. In connection with the foregoing, Client shall pay for the Reimbursement Expenses up to the date of termination. As the Reimbursement Expenses are paid in accordance with the Reimbursement Payment Schedule, this means Client will only pay a prorated amount of the schedule payment. The prorate amount shall be based upon a thirty (30) day month. . S&S may not terminate this Agreement except for cause.

D. Upon termination of this Agreement, Client shall cease use of the Application Software and return to S&S or destroy all copies of the Application Software and all Documentation in the Client's possession or under its control. Within ten (10) days after termination of this Agreement, Client shall send written confirmation to S&S, by first class certified mail, return receipt requested, that Client (1) has completed such destruction or return of the Application Software and Documentation; (2) has not permitted any improper disclosure, use of, or access to the Application Software or Documentation; and (3) acknowledges and agrees that Client Systems & Software, Inc.
13 remains bound by the confidentiality provisions set forth in Section XI of this Agreement. Client agrees that S&S shall have the right to disable the Application Software upon the termination of this Agreement; provided that S&S shall not disable the Application Software if the Client is contesting the termination of this Agreement in good faith and Client continues to pay all fees required by this Agreement and any future agreements when due. In the event that the Client contests the termination in good faith, the Parties shall use their best efforts to promptly resolve the dispute.
xm. SEVERABILITY
In the event that a court of competent jurisdiction holds that a particular provision or requirement of this Agreement is in violation of any applicable law, each such provision or requirement shall be enforced only to the extent it is not in violation of such law or is not otherwise unenforceable and all other provisions and requirements of this Agreement shall remain in full force and effect.

XIV. DISPUTE RESOLUTION
In the event of a dispute under this Agreement (except any dispute involving confidentiality or infringement, in which case the non-breaching party is not barred from directly pursuing any legal remedy available to it, including litigation), S~Sand Client agree that they will work together in good faith in the manner set forth in Section 6.3 of the Statement of Work. Except as otherwise stated in this Section, any dispute, issue, conflict, or controversy arising from, under or in relation to this Agreement which cannot otherwise be resolved by the Parties shall be subject to mediation. The mediation sball occur at a location in Orange County, California. The mediation shall be conducted by an impartial mediator who has experience with computer software contract disputes and who is acceptable to both Parties. The Parties shall engage in mediation in good faith and use commercially reasonable efforts to resolve their dispute via mediation. It: after using such efforts, the Parties have not resolved their dispute, either Party may, at its option, resort to litigation. The mediation will commence upon 90 days' written notice of a demand for mediation or such other date agreed to by the Parties. If one Party unilaterally refuses to commence mediation within said time frame, the other Party shall no longer be bound to mediation and may, at its option, initiate litigation. Each Party shall be responsible for its own attorneys' fees and all costs of mediation shall be borne equally by the Parties.
xv. INDEMNIFICATION
S&S agrees to indemnify, defend and hold harmless the Client, its directors and officers, and its employees and agents (collectively, the "Client Indemnified Parties") from any and all · claims, costs, expenses (inciuding reasonable attorneys' fees), damages, liabilities or judgments, relating to injuries to persons or damage to property to the extent that the same arise out of the work or activities of S&S or its employees, sub-contractors, or agents in connection with the Project. Notwithstanding the foregoing, S&S shall have no obligation under the foregoing sentence· to the extent that the claim, cost or other item was due to the negligence of the Client or any of the other Client Indemnified Parties. Notwithstanding the final sentence of Section IX.F, S&S total liability under this Section XV shall be limited to th~ amount of insurance cpverage available to S&S under its insurance policy described in Section XVI below.

XVL INSURANCE
S&S represents that the Certificate of Insurance attached hereto as Exhibit 5 (Certificate of Insurance) (the "Certificate of Insurance") properly reflects the insurance coverage that S&S currently has in place for commercial general liability, workers' compensation, and errors and omissions policies. S&S will maintain insurance policies as depicted in Exhtbit 5 (attached hereto and incorporated by reference) at the same or better terms and conditions and limits throughout the term. Should claims arise which in their total reserve exceed 60% of the aggregate limits, S&S shall use commercially reasonable measures to notify Client within 30 days and S&S shall seek to procure additional coverage. Failure to do so will be considered a material breach.

XVII. NOTICES; PARTY REPRESENTATIVES
All notices, demands or other writings to be made, given or sent hereunder, or which may be so given or made or sent by either Client or S&S to the other shall be deemed to have been given when in writing and personally delivered or if mailed on the third (3rd) day after being deposited in the United States mail, certified or registered, postage prepaid, and addressed to the respective Parties at the following addresses:

Systems & Software, Inc.
14 If to S&S:

Systems & Software, Inc.
426 Industrial Avenue, Suite 140
Williston, Vennont 05495
Attention: Project Manager
If to Client:

ANAHEIM Secretary/City Clerk
City of Anaheim
200 S. Anaheim Boulevard, 2nd Floor
Anaheim, California 92805
FAX No. (714) 765-4105
With copies to:

Marcie L. Edwards
Public Utilities General Manager
City of Anaheim
201 S. Anaheim Blvd., Suite 1101
Anaheim, CA 92805
FAX No. (714) 765-4138
The Public Utilities General Manager or her designee shall act as representatives of the Client, and the Project Manager shall act as representative of S&S with respect to this Agreement. These persons shall have the authority to transmit instructions, receive information, interpret and define policies and make decisions with respect to the Project Additional and substitute representatives of S&S and the Client may be added by written notice of one Party to the other.

XVIII. GOVERINGLAW; JURISDICTION; VENUE
This Agreement shall be governed by the laws of the State of California, without giving effect to the principles of conflicts of laws. Each Party consents to exclusive jurisdiction and venue in the state and federal courts sitting in Orange County, California. Each Party waives all defenses of lack of personal jurisdiction and forum non­ conveniens ..

XIX. ENTIRE AGREEMENT
This Agreement and the Exhibits hereto contain the entire agreement of Client and S&S with respect to the matters covered hereby, and no agreement, statement or promise made by either Client or S&S which is not contained herein, shall be valid or binding. No prior agreement, understanding or representation pertaining to any such matter shall be effective for any purpose. .

XX. BINDING EFFECT; ASSIGNMENT
This Agreement shall be binding upon and inure to the benefit of S&S and the Client and their pennitted successors and assigns. Neither Party may assign this Agreement or any right or interest under this Agreement, nor delegate any work or obligation to be perfonned hereunder, without the other Party's prior written consent. Notwithstanding the foregoing, either Party may assign this Agreement to its successor, without the other Party's consent, in the event of a sale of substantially all of its assets or in the event of a merger pursuant to which substantially all of its assets are transferred to the surviving entity, as long as said successor assumes all liabilities and obligations hereunder.

XXI. PROGRESS
S&S is responsible for keeping the Project Director informed on a regular basis regarding the status and progress of the Deliverables, activities performed and planned, and any meetings that have been scheduled or are desired.

Systems & Software, Inc.
15 XXII. PROHIBITION AGAINST ASSIGNMENTS AND TRANSFERS
The Parties recognize that a substantial inducement to Client for entering into this Agreement is the professional reputation, experience and competence of S&S. Neither the whole nor any interest in, nor any of the rights or privileges granted under this Agreement shall be assigned, transferred or encumbered in any way without the prior written consent of Client. Any such purported assignment, transfer, encumbrance, pledge, sub-use, or permission given without such consent shall be void as to Client. If Client approves an assignment or transfer, this Agreement and the covenants and conditions contained herein shall be binding upon and inure to the benefit of and shall apply to the permitted successors and assigns of S&S.
xxm. SUBCONTRACTING
XXIV.

Except for those subcontractor set forth in the Statement of Work, if any, S&S shall not subcontract any portion of the work to be performed under this Agreement without the prior written authorization of Client. S&S shall be fully responsible to Client for all acts and omissions of any approved subcontractor, including Third Party Software providers. Nothing in this Agreement shall create any contractual relationship between Client and subcontractor (including Third Party Software providers) nor shall it create any obligation on the part of Client to payor to see to the payment of any monies due to any such subcontractor (including Third Party Software providers) other than as otherwise required by law. Client is an intended beneficiary of any work performed by any subcontractor (including Third Party Software providers) for purposes of establishing a duty of care between the subcontractor (including Third Party Software providers) and Client pursuant to this Agreement.

USE AND OWNERSHIP OF DOCUMENTS AND DATA
A. Client shall furnish to S&S such documents and materials as may be relevant and pertinent to the provision of services hereunder as Client may possess or acquire.

B. All documents and materials furnished by Client to S&S shall remain the property of Client and shall be returned to Client upon termination of this Agreement, for any reason. All documents or material prepared or caused to be prepared by S&S, its officers, employees, agents and subcontractor, specifically for the Client in the course of implementing this Agreement, shall become the exclusive property of Client, and Client shall have the sale right to use such materials in its discretion without further compensation to S&S or any other Party. S&S shall, at S&S's sole cost and expense, provide such documents and materials to Client upon prior written request. All documents or materials prepared or caused to be prepared by S&S for general use of its clients (in addition to Client) in the course of performing the services set forth in this Agreement and which are not the copyright of any other Party or publicly available, including educational material$, the Application Software (including all copies, modifications, and derivative works thereof, by whomever produced), the Third Party Software and any other computer applications, shall continue to be the property of S&S or the Third Party Software provider, as applicable.

C. Documents and material prepared by S&S, pursuant to this Agreement, are not intended or represented to be suitable for reuse by Client or others on any other project. Any use of completed documents for other projects and any use of incomplete documents without specific written authorization from S&S will be at Client's sole risk and without liability to S&S. Further, any and all liability arising out of changes made to the documents and materials under this Agreement by Client or persons other than S&S, is waived against S&S and Client assumes full responsibility for such changes unless Client has given S&S prior notice and has received from S&S written consent for such changes.

D. All Project documents will be maintained in electronic versions and hard copies based on Client's requirements. All fmal version documents will be clearly marked as the "Final" version.

E. All documents, including drafts, preliminary drawings or plans, notes, ideas and communications prepared specifically for the Client that result from the Deliverables provided under this Agreement, shall be kept confidential by S&S unless Client authorizes, in writing, the release of said information. Notwithstanding the termination of this Agreement, this Section XXIV shall survive the expiration or earlier tennination of this Agreement.

Systems & Software, Inc.
16 xxv. RECORDS
S&S shall keep records and invoices in connection with the work to be performed under this Agreement S&S shall maintain complete and accurate records with respect to the costs incurred under this Agreement and any services, expenditures and disbursements charged to Client, for a minimum period of three (3) years, or for any longer period required by law, from the date of final payment to S&S under this Agreement. All such records and invoices shall be clearly identifiable. S&S shall allow a representative of Client to examine, audit and make transcripts or copies of such records and any other documents created, pursuant to this Agreement, during regular business hours. S&S shall allow inspection of all work, data, Documents, proceedings and activities related to the Agreement for a period of three (3) years from the date of final payment to S&S under this Agreement.

XXVI. WITHHOLDINGS
Client may withhold payment to S&S of any disputed sums until satisfaction of the dispute with respect to such payment. Such withholding shall not be deemed to constitute a failure to pay according to the terms of this Agreement. S&S shall not discontinue work as a result of such withholding. S&S shall have an immediate right to appeal to the City Manager or hislher designee with respect to such disputed sums and hislher decision shall be final. S&S shall be entitled to receive interest on any withheld sums at the rate of return that Client earned on its investments during the time period, from the date of withholding of any amounts found to have been improperly withheld.

XXVII. CONFLICTS OF INTEREST
A. S&S represents that neither it nor any of its officers, partners or employees has a fmancial interest, as defined in Section 87103 of the Government Code, in the subject matter of this Agreement other than the right to receive payment from Client for (1) Information System provided, and (2) the performance of the Services and any other work set forth herein.

B. S&S agrees that it shall not make, participate in making, nor in any way attempt to use its position as a consultant to influence any decision of Client in which S&S knows, or bas reason to know, that any of its officers, partners or employees has a fmancial interest as defined in Section 87103 of the Government Code.

C. S&S warrants that neither S&S nor any of its officers, partners or employees, has any financial interest in any real property, building or structure within 2,500 feet of the location of any project or assignment to which this Agreement may apply in the City of Anaheim. S&S agrees to disclose to Client any financial interest in such property as may be acquired by its officers, partners or employees during the term of this Agreement.

D. In conformity with the conflict of interest code of Client, S&S or, ifS&S is a firm or corporation, each individual who will be performing work under this Agreement shall complete, under penalty of perjury, a Statement of Economic Interests (Form 700) and all required attachments and shall provide the originals thereof to the City Clerk of Client. Copies of those completed forms and attachments shall be public records of Client, to be kept and disclosed at the discretion of Client and according to law. S&S and individuals who will be performing work under this Agreement shall disclose pursuant to the broadest disclosure category unless the City Manager or hislher designee makes a written determination that the foregoing should be more limited Such wJ'itten determination should be made in the manner required by Client's Conflict of Interest Code.

XXVIII. COMPLIANCE WITH ALL LAWS
S&S shall at its own cost and expense comply with all statutes, ordinances, regulations and requirements of all governmental entities, including federal, state, county or municipal, whether now in force or hereinafter enacted. ill addition, all Deliverables performed by S&S shall conform to applicable local, county, state and federal laws, rules, regulations and permit requirements and be subject to approval of the Project Director.

Systems & Software, Inc.
17 XXIX. WAIVER
A waiver by either Party of any breach, of any term, covenant or condition contained herein shall not be deemed to be a waiver of any subsequent breach of the same or any other term, covenant or condition contained herein, whether of the same or a different character.

XXX. RESERVED
XXXI. CONFLICTS OR INCONSISTENCIES
In the event there are any conflicts or inconsistencies between this Agreement and the Exhibits, or any other attachments attached hereto, the terms of this Agreement shall govern. ~ INTERPRETATION
xxxm.

Each Party acknowledges that he/she/it has had the benefit of advice of competent legal counsel with respect to its decision to enter this Agreement. The provisions of this Agreement shall be interpreted to give effect to their fair meaning and shall be construed as prepared by both Parties.

AMENDMENTS
This Agreement may be modified or amended only by a written document executed by both S&S and Client and approved as to form by the City Attorney.

XXXIV. REMEDIES CUMULATIVE
The remedies given to Client and S&S herein shall be cumulative and are given without impairing any other rights given Client or S&S by statute or law now existing or hereafter enacted and the exercise of anyone (1) remedy by Client or S&S shall not exclude the exercise of any other remedy.

XXXV. NO THIRD PARTY BENEFICL-\RIES
The Parties intend that neither rights nor remedies be granted to any third party as a beneficiary of this Agreement or of any covenant, duty, obligation or undertaking established he(ein.

XXXVI. DISCRIMINATION
S&S agrees not to discriminat e against any person or class of persons by reason of sex, color, race, creed, religion, marital status, handicap, ancestry, national origin or other prohibited basis in its provision of Services or hiring of subcontractors or employees. To the extent this Agreement provides that S&S offer acconunodations or services to the public, sllch accommodations or services shall be offered by S&S to the public on fair and reasonable terms.

XXXVII AUTHORITY
Each individual executing this Agreement on behalf of a corporation, nonprofit corporation, partnership or other entity or organization, represents and warrants that he or she is duly authorized to execute and deliver this Agreement on behalf of such entity or organization and that this Agreement is binding upon the same in accordance with its terms. S&S shall, at Client's request, deliver a certified copy of its governing board's resolution or certificate authorizing or evidencing such execution. xxxvm. COUNTERPARTS
This Agreement may be executed in any number of counterparts and by the different Parties hereto on separate counterparts, each of which when so executed and delivered shall be an original document, but all of which counterparts shall together constitute one and the same instrument.

Systems & Software, Inc.
18 XXXIX. EXHIBITS
The following Exhibits, attached hereto and incorporated herein by reference, form a part of this Agreement:

Exhibit 1 - Client Cost Matrix
Exhtbit 2 - Systems & Software Support Program General Guidelines Exhibit 3 - Statement of Work (SOW)
Exhibit 4 - COl Master License Agreement
Exhibit 5 - Certificates of Insurance
The order in which the Exhibits will be controlling as to rights the rights, duties, application, definition, and interpretation as follows: (1) Exhibit 1 - Client Cost Matrix and Exhibit 5 - Certificates of Insurance , (2) Exbtbit 3 - Statement of Work (SOW), (3) Exhibit 2 - Systems & Software Support Program General Guidelines, and (4) Exhibit 4 - COl Master License Agreement.
[SIGNATURE ON FOLLOWING PAGE]
Systems & Software, Inc.
19 IN WITNESS WHEREOF, the parties accept and agree to the terms of this Agreement.

CLIENT
CITY OF ANAHEIM, a municipal corporation
By: ____________ _
Marcie L. Edwards, Public Utilities General Manager
Date: ___________ _
AITEST:

By: __________ _
Linda N. Andal, City Clerk
Date: _ _ _________ _
APPROVED AS TO FORM:

CRISTINA L. TALLEY, CITY AITORNEY
By. Q~~~_);17/rL
Damel A. Ballin, Deputy City Attorney
Systems & Software, Inc.
20 S&S
SYSTEM AND SOFTWARE, INC., a Vermont
Corporation
r,\
~ ("A \i\...\;v..Av\..r-"""f By._~~~~.--------------­\
Raja MukheIjee, General Manager
Dare: ____ e_· ~~; ~~--~~\-~-L--~~---------
Kate Thornton, Vice President Support
Systems & Software, Inc.

EXHmITl
Client Cost Matrix
[ATTACHED BEHIND THIS PAGE]
21 RFP # 7498
Anaheim Public Utilities
Updated 02/06/12 Cost Matrix
Prime Contractors Name: Systems It Software
Contents:

CIS Cost Worksheet
CIS Modification Detail
CIS Interface Detail
Support Serv Payment Schedule
Milestone Payments
Reimbursement Schedule
Additional License Cost
PLEASE NOTE:

All costs should be In US Dollars.
.'License Fee Schedule
Name
enQuesta
WebConnect
Batch Scheduler
Mobile WebConnect
enQuesta Chat Module
SII INovah
Middleware
CGI Mobile Ute Solution
MS MapPoint2010SE
Cognos
Subtotal: llcemsf' Fees l
llmplementatlon Costs
Anaheim Public Utilities
Cost Worksheet
Price Notes
$ 560000 150 users
$ - Included
$ - Included
$ 30,000 WebConnect oPllmi2:ed for mobile del/Ices
$ 10,000 Inti!Ql.ated w' WebConnect
Assvme .. up to 1,000,000 ollef'the cOlJnler receipts.

Includes following Interfaces. credit card payment, Accela, $ 220,000 Plloenlx Parking, CGII AMS, Credrtroll, Wells Fcrlgo JBoss, MlcroFow,," Google TooIkrt. and any other
Imbedded software products nece&sa,y fur enQuilsta to
129,442 function
- 25 users Nc· GOst lor ihrs software
990 Available to all fl(lld user!>
c.:.gnos licenSing includes I!InQue$l8, INovah, and 4 other system databases (not limited to test, QA, aoo prodocton environments). Also Includes 1 admlnrstrator, 3
dl!lvelopers, and unlimited enhanced consumer!> for
42196 reporting
$ -
1 $ 992,6281
Implementation Costs for reference only. These costs will be paid using the Milestone Payment Schedule Name Cost Notes
Implemenlabon Tiffle Frame (Mos): 24
Project Management $ 489,897
Project Planning MeetJngs $ - Included In Configuration Cost Colulf,n Project Kick off $ - InciudedrnC Co.si Column
Software Inlilallation and Deployment $ 41,656 S&S IT & DB resources Fit or GaP Analysis $ - InClUded in Configuratron Cost Column Configuration $ 1,085,130
Modifications (Defsign, Develop, Test]. $ 144,642 Total froln Modifjciljion Detail Worksheet Interfaces_(Oeslgn, DevelOllc Test) . $ 126,900 Total froll1ll]lerfaCi~ Detail Worksheet Data Conve~on - Ba.JancE' FOIWarU & History $ 317500 2 >'88r balance fOlWard Standald Reports & COlInos BI & Dashboard $ 13,500
Bill Pllnt I Lellers', Correspondence $ - Include4 rn Configuratioll Cost Column IApplicatiClnJ5ystemlPerfOrma,1ce Testing $ - InclUded Iii Configuration Cost Column Core Team Trainrno $ 9000
End Usel Traininll rain the Trainer) $ 81,280
Parallei Testing '$ - locluded in Ao.;eplan':'1l Te$\lng Cost t;;cilumn Conversion Testing $ - ·lrruluded In ACCtlplanca Te$\lng Cost Column· AcpePl<lnce Testing (simulation) S 126,222
System Go-L.rve Acilvltles $ 95,625
120 Days Onsi!e post Go-Uve SuPPOrt $ 126,560 Total from Post Go-li\>e Worksheet WebC"Il!lect B PIIY.ConlldPl $ . 25,875
SII iNovah Cashiering $ 98560
CGllmplementation Servires $ 337544. All raQuir:ed CGI servlc.eS Project Coordinator $ 31,244 Added post SOW meeting
Change Management & Communication S 100,000 Delivered Ily Red Bridge C"nsulting Subtotal. Implementation Costs 1 1 $ 3,250,1351
{Reimbursement
Anaheim Public Utilities
Cost Worksheet
Reimbursement Costs for reference only. These costs will be paid using the Reimbursement Payment Schedule Name Costs Notes
Trips For trips A trip Is one person for one week Includes all $ 483000 travel ~ livlna costs or onslle living if fulltima.

Car Rental $ · Included II' the total travel cost aboVt> Maals $ · Included in the total tra~e l ~st above
Parking $ · Included Jr. the total travel. cost above
Supplies $ · Included In the total travel cost above.

Postage $ - Included In tt.18 toial travel cost above
Red 8ridg~ Chan~e Manallement $ 58,800 For \fiDS salns delinitlun &f> an S&S tnp 511 Trawl $ 16,000
Mobile Lite Travel $ 36 000 CGI Travel
Subtotal. Reimbul"!!\ementl IS 593.800
! Other One-Time Fees or Expenses
Name Costs Notes
511 Peripheral Hardwara for RecelptlJl!L $ 18416 5cametS and Receipt Printers (7 stations and freight) $ -
$ -
$ -
$ ·
$ -
Subtotal. Othed 1L.;$"--____ 1:..;:8"",4;.:.16:...L..1 _ _______________ -' TOTAL SOLUTION COSTS $ 4,854.979
Anaheim Public Utilities
Modification Detail Cost Matrix
FM#or Requirement Modification Modification Fixed
Number New DescripJion Description Hours Price
System provides iha ability for onrl/le
help to provide sn index and search
1 170 .04 capability. onll"., help 10 $ 1,350
S""tem provideethe abtlity'to ,,11ow for
approprt81B conlrcls to be nllICIId "', ~. IIY
queu.~ to notify ulJera en the need to
work \/Ie ~ueue As "ew liP-<no ATP.rouWJ
te til .. quel"', U'le1S 'MII aulDlllllbcal i;t>
alerted Should al~o be able to tu,~ oft
2 18028 aUlconotint:il -. ~ueu. nolificatlllll 15 $ 2025 J 31064 I) Donations WebCon.'8Gi'<lO~"bons "nll,'. 15 $ 2.025 S)sietn 'j'l pI'OIIlde lIle ablttly Ie run
comr'8".nn. 01 reJdtstt a"""unl0 for
Single ac.couni holder. bv monthl~ blH
amount for a ..-.. pectfied number 01
4 3.2010 months If' Iilstory WeoConnect COI11Panson 100 $ 13.50(1 I
WebCo',""o l l'Sp .. will be directed io
updalB 8P"C'fic accoun, ,"",""""on
(e g phor1e 11. ad ...... pic) ever! 4-6
".,.,. bltfoM t..elf Iq able ;,0 ;1avlgoale
5 New WebConnecl ~.tam SOD d",count 80 $ 5,400
S)"iiem w proVIOP 'he ablht) 10 View nowl-
~"1<' pnClflg fa;, cusl<>ma( COIl1p8nson .,.,
6 32017 ~ewo;o" WebConneoi-tllBl llfll8 pnClng VIew n $ 10395 7 330 .28 f) Clly SIBle. ZIp WehC.>nn ... :1- !Omployer Imo' ..... bon 30 $ 4050 Systom w~1 A'lcuillte the depoSIt amount
due at the nM premseo anct ~lert Ihe
U'le' "" u.lhe ~,"",urlt I"'" the deptl'llt t'i'Oofar- dl~play WIndow If \ramiern,l<J ~8IKJ'III1. ov« or sihlr i the ~Icu lllleo:t deposrt lti Qraa181' It..." new d"""ott MqUtrement If the cus;omer Ol'ITliIli ,illp<Jl3l' \Mih npllOt, tu 6 4.80.19 ,ransfu,s from one prBmlhe !o s,,01hsr ove",~.. soo OtIoC-OLIflI 93 $ 6,277 BankruptL-y lJIIOmBy IIlfor,"""on. name
9 4.120.04 Goniact" mformaiton atlo',lBY Info for bankruptcy 10 $ 1;350 1(1 320 .11 l;ysIem In provtde the at"ltl) it, >11M' WlV Hoi"". : and angle "D<' 0111 out 60 $ 8100 11 3.40.05 Wl'bConi)9CI M98sage 40 $ 5,400
12 16.40_16 t:.l Mow irequent V1Sli0(8 Soual Media 12 $ 1.620 13 16.40 .17 c:;) Tlma en dey for rruSl uuge So.: .. 1 Medls 12 $ 1.620 104 16.40.18 <;I) Conlla,", InIcklng Scasl MedIa ' 12 $ 1,620 Sy.lllm prOllld ... fa, siilndaro profll9/,.

Wlthl,' ea<It C'u.tomer c;iass fOl'
delemtn9boil an<f esbmabon 01 uBaQP,
m"ls. and "the, a;mbLlkt. ( .. g.,
co;npanson bt>Iween p,PU , .. t'!'ll ancl
15 72007 ~noth .. r ulth,y compa.,:{s MIllO)' WhaU Co.nllsns.xHIl",,1r<c. onty 110 $ 14.850 eco """'* cktargmll 'dlP-ll1C'iude ""
16 7.30.&8 n) Eoo-vetucle chal\je "'198 El ,alB m enQuastd 70 Inc Sysu.f11 1tl flt'OVJ(Ie 111" ~btIrty to ptace e.
perctonlage ", consump;lr,n ~n the above
eslJnldIJorul1" .. to ...... the, condittons
17 6,130.22 IIlSt Bffeclei; past "'~'/Tllbon . .. &aJhar c.onc:tlbons on COI1Slfm;>boo 40 $ 5.400 .1 Allowance ior C"lIio".,...-ownad
18 6180123 ger_ng tBaltbes (nei nlBlemlgt net meIen,.g 40 $ 5,400 g) r'"count Will apply to all "nergy
(ret'llned 1nacI) Q( Incremanllllloed
19 6.180 162 b"sed on the contract With the City rat .... energy re.i8tned 24 $ 3,240 hJ Bllglnrwng ... " eMln~ ~ataa of
20 6 .. 180163 p,ogr~m EDR 32 $ 4,320
S&-S WlB c,eat" a nil .... online PI'OC8l'.
whaM APU Wlllinpul thp Old c.~c"' ,
il8l" Cycte. Old RouJe , New POOLE,
Old IlItm Rail' and N~w llolm R~tes
and 91111'" BCCOU,lIs WlIlI)e 'lhar.gad
aulo""';J(;8)Iy. ThI' aceoo.in!6 whl.::i1
SYSle", provides the 'lblllty 10 change ar, cannot be updalBd WIll be Inc;iudad In account. entire ,oute, ,"' cycJa from " report and N'U WIll have io 21 6.1011 monthly to hi-monthly and vise vel'l!! manudlly change th080l accou~16 60 $ 8,100 CIS Modification Detail
Anaheim Public Utilities
Modification Detail Cost Matrix
FM#or Requirement Modification Modification Fixed
Number New Description Description Hours Price
e) If Ihe acc:ounlls closed with a nel
energy credit. the customer shell not be
2" 6220 .33 owed any com~ensatlon by the utlilly net en9rgy o",d,(-SOD Oi.count 92 $ 6,200 An~heim has & bUSiness proc!lSS
where IlIOV ~11ov. L~nd"'rds (0
estabhsI-J the aCOOUrl" In tllel; name
fo,· 30 daY'> whiiA not I'Syllig for aoll"
«a&i.8, t;8W81' and lltTeei. ",weeprng
fea& Ifih~ acc:ounl ren .. ms In th"
Lsndlor<l's "ame for th9! long thsn
~ d .. ys mll'( would like the flies to be
b,lIE'd from iIlal point fo!w£,rd A
mod'fl(;8boo .... 11 be loeae iotlre
tonQuestB billing engine (0 evaluaie
.. II landlord e..ur~n\s billed to the
l""<IIord . snd illite ;>(;COunl has be,,"
m the landlords name for more Ih"n
':'0 d9y8. reaCiovaie Ihe nol'. ",Ie Items
a~ pro-ral9 !he I>Ilhnq oi lheu IterTr.l
23 New Re'9/~. to L""dlord for only arp number of (iays over 30 81) $ 10.800 An Interface Will be erNi"" uSing
W"bS",-vr,,",s Enlet1"'se 591_ iIlat
"",II ~ .... ate ""iii p .... Il1IS ... 811d ,ire"'"
on enQueRI" Dsia elf!mell!S that Will
neeti \0 be pa'lt'Old to ellQuiI.1a ""I'
be street name(lnclu~mg pr..-frx.
stref'i. (Jame. dlrer:ilon. suffl~~ . at}' Ihe
Pf9II1ISB Will be In. prermM numt..,
aparimP"t sud I)Ih~r (lata elamPnts .
required for the creabl)/l or a
plt'mlse ThH InierfROB Mil vslldalP
\hpt 1he str"at name I • .already In the
9flQues\g "" .... t valldallOn lable .ond
crea~ It If .i dt)9Ii nof alread)' e~It."1S
The enQue~t.J Permts ~yst.em """ b ..
used 10 tflIol\E' aliCOUllts.. blUing
&91'1lceS. meter Install work ",-0"'''''.
24 New New SlleBi Perrnlls and other .. ork flow process" 00 $ 1Q,800 h) The ability \0 ~liSoClate a tlma pel·
read per mEOler The value can be
uploaded or manually entered to
25 8.00.17 standardize the ro~L8 read Irma lime value for mtr reat/,ng 80 $ 10,800 1$ . 1 1,3341 $ 144,642
CIS Modification Detail
Anaheim Public Utilities
Interface Detail Cost Matrix
Requirement Interface Mod/Dev. Fixed
Number DescriQtion Description Hours Price
1 Infosend XML Bill Print 80 $ 10,800
2 Remittance/Payment Included in iNovah Quote
Inbound/Outbound/ Screen
3 NortellVR Pop 140 $ 18,900
4 Itron MVRS Upload/ Download Inc .
5 IVR Payments Included in iNovah Quote
6 eMeter Energy IP MDMSvia ESB 160 $ 21,600
7 Anaheim Disposal 40 $ 5.400
8 US Collections Std Interface 40 $ 5,400
9 ACSOMS OMS via ESB 30 $ 4,050
Via web services send
Address data to enQuesta
10 ESRI for Permits! New Sites 10 $ 1,350
11 Advantage ERP Std Interface 40 $ 5.400
Advantage Refund
12 Checks Std Interface 40 $ 5.400
13 Opower Opower via ESB
14 Equifax Credit Check 160 $ 21,600
15 Weather
16 LaserFiche LaserFiche via ESB 160 $ 21 .600
17 Hotfile Process Datafile for cash only 40 $ 5,400
Total Fixed Price For Interfaces $ 126,900
Note: The above interfaces are two-way as required
CIS Interface Deta il
Anaheim Public Utilities
Support Services Payment Schedule
I
Application Name Project Year 1 Project Year 2* Post Go-Live Year 3- Mobile WebConnect Maintenance N/A N/A $ 6,000
Chat Module Maintenance N/A N/A $ 20,900
SunTrust Bank Escrow Account $ 2,500 $ 2,500 $ 2,500
enQuesta Total Solution Maintenance N/A N/A $ 135,492
enQuesta Middleware Maintenance $ 17,164 $ 34.328 N/A
CGI Mobile Lite Maintenance·*" N/A $ 30.851 $ 31,777
SII .iNovah Cashiering Maintenance $ 32,999 $ 46,640 $ 49,438 Total Cost of Ownership: $ 52,663 I $ 114,319 $ 246,107 ... For second anniversary date with no Go-Live, see Section IV of the Agreement ...... After Go-Live, Client shall pay for the Support Services in accordance with Post Go-Live Year 3 column and Section IV of the Agrel3ment
***CGI Mobile Lite Maintenance shall be paid to CGI directly in accordance with Exhibit 4 ---~---
Support Serv Payment Schedule
Milestonle Payment Schedule - SitS Solution
1 :l
4 4
-
5 5
I 5.3.1
6 6
-7 -,
J
8 8
9 9
-10 10
-
11 11
-
12 12
-
13 13
-14 14
-15 1'-.)
16 16
-
17 17
-18 18 -
19 19
20 20
21 21
22 2:2
23 23
24 24
25 25
26 35 , 5.4.2 IInitiation IADDroved Initial Project Schedule Milestone Payment Schedule
ment Schedule - SitS Solution
Deliverable/ Mil
Phase Completion: When all the Project
Dellverables labeled Initiation in Attachment 2
All Work and Dellverables I land all commitments outlined in the narrative of 27 27·-47 , Associated with Initiation Initiation the Statement of Work that are associated with 1$ 60,000 I TBD Phase the Initiation Phase have been completed and
by the client this payment will be
processed.
~,

5.5.1 Discovery/Analysis & Discovery Workshop Agenda $ 34,000 I TBD Desig n/Config u ration 29 53 5.5.1 Discovery/Analysis & Discovery Workshops $ 50,000 , TBD - ":onfiguration 30 6{) , 5.5.3 ,DiSCOvery/Analysis &
Design/Configuration Functional Workshops Individual Agenda(s) $ 35,000 I TBD Phase Completion: When all the Project
All Work and Dellverables Dellverables labeled Discovery/Analysis III Associated with Design/Configuration in Attachment 2 and all 33 52-66 Discovery/Analysis III Discovery/Analysis III commitments outlined in the narrative of the 1$ 125,000 I TBD Design/Configuration Statement of Work that are associated with the Design/Configuration Discovery/Analysis III Design/Configuration Phase Phase have been completed and accepted by the client will be . .
6;7 5.6.1 Test Designs BPA Documents (one
31 I 611 5.6.1 Test Designs Completed Functional
7" ., 5.6.3 Test Designs Testing Strategy / Plan Document 73 5.6.4 Test Designs Functional Test Workshop
36 I 74 5.6.4 Test Designs Functional Test SCripts and Expected Results Development
Phase Completion: When all the Project
Deliverables labeled Test Designs in Attachment 2
All Work and Deliverables I rd ... commltm ..... outlined In the n ...... lve 01 37 67-78 I Associated with Test Test Designs the Statement of Work that are associated with 1$ 100,000 I TBD the Business Process Analysis and Test Designs Phase Development Phase have been completed and accepted by the client this payment will be
essed.
1$ 42 79 5.7.1 'Training & Change Management ITraining Plan 40,000 I TBD 43 83 5.7.3 ,Training & Change Management IDevelop End-User Lab Exercises ~
50,000 , TBD
Milestone Payment Schedule
ent Schedule - SitS Solution
~4

5.7.3 Training & Change Management End-User Trainin9 Data $ 25,000 I TBD 45 86 5.7.3 Trainina & Change Management End-User Assessment Questionnaire Developed $ 25,000 I TBD Dellverables labeled Training & Change
All Work and Dellverables I .. I Man ....... n. In Attachment 2 and all 46 79-89 I Associated with Training :;alnln g & c:ange commitments outlined in the narrative of the , $ 85,000 I TBD & Change Managemen1t anagemen Statement of Work that are associated with the ---Inlng & Change Management Phase have been
I11pleted and accepted by the client this
38 95 5.8.2 Data Conversion Conversion Design Specifications/ Detailed Oat .. $ 25,000 1 TBD Mapping (Target System) 39 98 5.B.3 Data Conversion Conversion Code Loads (The Solution) $ 25,000 I TBD 40 99 5.8.4 IData Conversion IExecute Conversion (First Partial Data Conversion) $ 50,000 1 TBD Deliverables labeled Data Conversion in
All Work and Deliverables I Attachment :1 and all commitments outlined in the 41 90-99 I Associated with Da,ta Data Conversion Inarrative of the Statement of Work that are , 75,000 I TBD associated with the Data Conversion Phase have $ Conversion Phase been completed and accepted by the client this will be processed.
47 100 5.9.1 I Development , ' "~ Solution Functional Design Specifications (Functional Specifications for Modified Objects) $ 25,0001 TBD 48 101 5.9.2 I Development ,Updated Master Report Catalog $ 20,0001 TBD 49 102 5.9.2 I Development ,Report Design Specification for each Modified Report Output Object (Vendor Developed Reports) $ 25,0001 TBD
50 103 5.9.3 IDevelopment " .. ~ Solution Interface source and executable code (Completed Code for each Interface Object) I $ 25,0001 TBD 51 105 5.9.4 I Development '''.~ Solution Modified Objects and executable code "" ___ I_~_" Code for each Modified Object} I $ 25,0001 TBD Milestone Payment Schedule
ent Schedule - SitS Solution
Deliverable/
52 106 5.9.5 Development Completed Code for each Modified Report Object I $ 25.0001 TBD (Vendor Developed Reports)
53 108 5.9.6 Development Batch Processes in Consultant Solution Scheduler $ 20.0001 TBD 54 109 5.9.7 Development Configured The Solution: Initial Configuration $ 25.0001 TBD Phase Completion: When all the Project
Deliverables labeled Development in Attachment 2
All Work and Deliverables I land all commitments outlined in the narrative of 55 100-114 I Associated with Development the Statement of Work that are associated with $ 160,0001 TBD Developent the Development Phase have been completed and accepted by the client this payment will be
56 115 5.10.2 ITest Execution IFunctional Test Plan Execution I $ 50,000 I TBD 57 117 5.10.3 ITest Execution IExecute Conversion Confirmation Balancing Process $ 25,000 I TBD 58 120 5.10.3 ITest Execution
I~~ __ w._ Conversion - Validation 2 (Second Full Data
Conversion With History) $ 25,000 I TBD
59 122 5.10.4 ITest Execution lIntegration Test (Phase 1 Completion) $ 50,000 I TBD 60 123 5.10.4 ITest Execution IBili to Bill Comparison # 1 1$ 25,000 I TBD 61 124 5.10.4 ITest Execution IIntegratlon Test (Phase 2 Completion) $ 75,000 I TBD 62 126 5.10.4 ITest Execution
1~~ __ wW Conversion - Validation 2 (Final Full Data
-- ---'-- With History) $ 50,000 1 TBD
63 12'7 5.10.4 ITest Execution IBIII to Bill Comparison # 2 $ 25,000 I TBD 64 132 5.10.6 ITest Execution IPerformance Test Results Report $ 25,000 I TBD Milestone Payment Schedule
ent Schedule - S&S Solution
65 133 5.10.6 ITest Execution l""'UII.- _10,""" "IV 1 1 '-'IIO;;IIVlllllllOlln, .. ~ I\.IIIIII~ ",""II.;III\oI"",,,,\.IUllo:II 10111\01 • ssistance $ 25,000 1 TBD
Phase Completion: When all the Project
Deliverables labeled Test Execution in Attachment
All Work and Delhterables 1 12 and all commitments outlined in the narrative of 66 115-137 I Associated with Test Test Execution the Statement of Work that are associated with I $ 115,000 1 TBD Execution the Test Execution Phase have been completed
accepted by the client this payment will be
. Fifth Change Management payment.
1$ 67 138 5.11.1 IDeployment ICutover Strategy 25,000 I TBD 68 139 5.11.1 1 Deoloyment 1 ProdUction Support Plan 1$ 25,000 1 TBD 69 140 5.11.1 1 Deoloyment 1 Cutover Checklist 1$ 25,000 1 TBD 70 141 5.11.1 1 Deoloyment IMock Cutover I Rehearsal (Number 1) 1$ 50,000 1 TBD 71 145 5.11.2 IDeoloyment 15&5 Solution Go-Live Notification 1$ 25,000 1 TBD
Phase Completion: When all the Project
Deliverables labeled Deployment in Attachment 2
138-145 & All Work and Dellverables I land all commitments outlined In the narrative of 72 I Associated with Deployment the Statement of Work that are associated with 1$ 115,000 I TBD 150-208 Deployment the Deployment Phase have been completed and accepted by the client this payment will be
Sixth Change Manageme.

Post Implementation Validation Report Month 1: At the
conclusion of Month 1 after the Go-Live if the S&S Solution is live, there are no Priority 0 or Priority 1 defects, performance measures are being met as described in S9(.1\OI1 3.0
H1 146 5.12.1 1 Post Implementation Support 1 Performance of this Statement of Work,all deliverables and work I $ 85,000 I TBD activities are complete as described in this Statement of Work, staffing levels and the agreed to on-site time must also be provided as outlined in this Statement of Work, this payment will be processed.

Milestone Payment Schedule
H2 147
H3 148
H4 149
Schedule - SitS Solution

5.12.1 5.12.1

5.12.1 Post Implementation Support
Post Implementation Support
Post Implementation Support
Implementation Validation Report Month 2: At the
conclusion of Month 1 after the Go-Live if the S&S Solution is live, there are no Priority 0 or Priority 1 defects, performance measures are being met as described in section 3.0
Performance of this Statement of Work, all deliverables and work I $ 100,000 lactivities are complete as described in this Statement of Work, levels and the agreed to on-site time must also be
outlined in this Statement of Work, this payment will
processed.
' ... n'Amentation Validation Report Month 3: At the
of Month 1 after the Go-Live if the S&S Solution is
there are no Priority 0 or Priority 1 defects, performance are being met as described in section 3.0
Performance of this Statement of Work,all deliverables and work I $ 175,000 ,,,,..tivities are complete as described in this Statement of Work , staffing levels and the agreed to on-site time must also be provided as outlined in this Statement of Work, this payment will be processed .

Implementation Validation Report Month 4: At the
conclusion of Month 1 after the Go-Live if the S&S Solution is live, there are no Priority 0 or Priority 1 defects, performance measures are being met as described in section 3.0
Performance of this Statement ofWork,all deliverables and work I $ 270,015 lactivities are complete as described in this Statement of Work, levels and the agreed to on-site time must also be
outlined in this Statement of Work, this payment will
TOTAL; $ 3,250,135
Milestone Payment Schedule
TBD
TBD
TBD
Reimbursement Payment Schedule Amount
Month-1
Travel $ 21,207
Month-2
Travel $ 21,207
Month-3
Travel $ 21,207
Month-4
Travel $ 21,207
Month-5
Travel $ 21,207
Month-6
Travel $ 21,207
Month-7
Travel $ 21,207
Month-8
Travel $ 21,207
Month-9
Travel $ 21,207
Month-10
Travel $ 21,207
Month-11
Travel $ 21,207
Month-12
Travel $ 21,207
Month-13
Travel $ 21,207
Month-14
Travel $ 21,207
Month-15
Travel $ 21,207
Month·16
Travel $ 21,207
Month-17
Reimbursement Payment Schedule
Reimbursement Payment Schedule Amount
Travel $ 21,207
Month-18
Travel $ 21,207
Month-19
Travel $ 21,207
Month-20
Travel $ 21,207
Month-21
Travel $ 21,207
Month-22
Travel $ 21,207
Month-23
Travel $ 21,207
Month-24
Travel $ 21,207
Month-25
Travel $ 21,207
Month-26
Travel $ 21,207
Month-27
Travel $ 21,207
Month-28
Travel $ 21,211
Total $ 593,800
Reimbursement Payment Schedule
middleware)
enQuesta Plus 4 Cognos
PragmaCad Back Office
CGI PragmaCad Field User
10 User Pack
(1) Professional Author license User
(1) Dispatcher license and (1) SkyView
Dispatcher Seat license User
(1) PragmaFleet for PDA License User
Additional License Cost
EXHffiIT2
Systems & Software Support Program General Guidelines
[ATTACHED BEHIND TIDS PAGEl
\
Systems & Software, Inc.

Syst;ems
& Software
Systems & Software, Inc.

Systems & Software Support Program
General Guidelines

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Systems & Software Support Program Guidelines
• Executive Steering Committee Membership
• Assigned Customer Advocate (Matt Bellew), Account Manager (Shannon Litchfield), Sr.

Account Executive (Sean Dunphy), Executive Sponsor (Raja Mukherjee) (·New 2011) • Use of Customer Portal including Discussion Board (·New 2011) • Annual System Audits
• Oracle Database Administration
• Quarterly Maintenance Releases
• 1 Annual Business Process Assessment Visit (·New 2011) • 1 Executive Visit (*New 2011)
• Escalation path for issue resolution set forth below.

Escalation Path
Escalation S&S Support 800.655.8810 or Expected
Level - 1 Desk SUl:mort@ssi~.com Response
TIme-2
Hours
*Showstopper
Issue
Response
Time -15
minutes
Escalation Manager, Client 802.233.9007 or Expected
Level - 2 Support, George george.hall:[email protected] Response Hayes TIme-1
Hour
*Showstopper
Issue
Response
Time-15
minutes
Escalation Sr. Account 802.233.2958 or Expected
Level -3 Executive, Sean sean. dun l2h)l((i}ssivt.com Response Dunphy Time-1
I Hour
*Showstopper
Issue
Response
Time-15
minutes
Escalation Director, Client 802.233.3570 or Expected
Level-4 Support, Adam S!dam.smith@ssivt.~om Response
Smith Time-1
Hour

*If you do not receive a
response or the
response you receive is
unsatisfactory, please
escalate to the next
level.
*If you do not receive a
response or the
response you receive is
unsatisfactory. please
escalate to the next
level.
*If you do not receive a
response or the
response you receive is
unsatisfactory, please
escalate to the next
level.
*If you do not receive a
response or the
response you receive is
unsatisfactory, please
escalate to the next
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Escalation
Level - 5
Systems & Software Support Program Guidelines
General 802.233.9012 or
Manager, Raja raia.mukh~dee(ci)ssivt.com
Mukherjee

·Showstopper
Issue
Response
Time-15
minutes
Expected
Response
Time-1
Hour
·Showstopper
Issue
.Response
Time-15
minutes
level.
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Systems & Software Support Program Guidelines
Technical Support
• Telephone advisory assistance with routine system management functions • Remote log-in support for troubleshooting issues with layered products and operating system software that are related to the documented capability of S&S applications Third-Party Software
• First-line diagnostic support for third-party vendors with whom S&S is associated or whose products are integrated within enQuesta . This only applies to third-party software which is under one of S&S's contracts and which the customer does not have a separate support agreement with.

Update Support
• Fixes, error corrections, patches or corrected procedures for the supported versions of enQuesta and its component level software
• Periodic product version releases or upgrades (Including base enhancements) PageS
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Systems & Software Support Program Guide1ines
Further Detail of Services Provided
The Systems & Software Support Program provides coverage for and is inclusive of the items listed below:

1. Authorization to receive support serviqes set forth herein (1) from the Effective Date for S&S licensed products paid by Customer in Project Year 1, Project Year 2, and any subsequent year or portion thereof prior to Go-Live, and (2) after Go-Live, for S&S licensed products paid by Customer for Post Go-Live Year 3 and any subsequent renewal period.

2. Access to new releases of the licensed en Questa business application, when a Major Release (as defined in the Agreement) application software becomes generally available and a separate upgrade engagement has been established between S&S and the customer. This support criteria applies to the originally licensed application software itself and subsequent Minor Releases (as defined in the Agreement), maintenance releases, and the range of systems support services associated with deploying production enQuesta software. Newly developed modules or applications are handled under a separate contract or amendment.

Additional services may include migrating from one Major Release version of enQuesta to another, performing assurance testing, performing interface testing, training customers on new versions of the application software,. or purchasing additional hardware or third-party software products.

3. Fixes, error corrections, or corrective procedures for the enQuesta 4.x until enQuesta 6.x major release to public by S&S. Depending on the nature and cause of these errors, certain additional charges may apply for these services.

4. New documentation as made available by module. S&8 understands that due to the customized nature of the various applications for customers and the speed with which refresh updates or new releases are developed andl or deployed, customers may not always have documentation that exactly applies to the version they are running. Customer practices show, and S&8' expectation is, that customers rely on the on­ line help text and their process guides. Module documentation, including standard user guides, training guides, and process guides is now deployed only via 8&8' customer website, at www.ssivt.com (via the customer portal).

5. Support related to items that are normally charged but are minor in nature may be waived solely at the discretion of S&S. These might include restoring processes andl or data that were corrupted due to operator error, minor changes to a bill print format, etc. These will be judged based upon the magnitude of the work to be performed and the frequency of occurrence.

6. Attendance, training and hospitality events will be at no cost (no registration fee) for up to two customer employees at the Customer Conference. Additional employees may attend for a fee as noted above.

Travel, iodging, meals, and other associated fees would be at the customer's expense. Due to the market and competitive nature of the 8&S enQuesta products, non-customer personnel may attend only upon written request, and 8&S reserves the right to refuse attendance at customer conferences to non-customer attendees. A fee of $2,500 per day per non-customer attendee will apply, if such non-customers are authorized to attend. In some cases, customers may be required to sign non-disclosure statements at such events.

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Systems & Software Support Program Guidelines

7. Quaterly webcasts are scheduled to be conducted online via WebEx. These webcasts can be used to provide company/corporate updates, promote user group interaction, allow for a discussion arena on selected topics, and serve as training sessions

8. Periodic informational announcements or newsletters covering new announcements, enQuesta enhancements, hardware and third-party software Issues, vendor relationships, new technologies or technical considerations, new product announcements, and other related topics.

9. Access to the latest levels of certain third-party products including Cognos 8, MicroFocus Server Express Runtime Licenses enQuesta client or middleware components, or other third-party software products or vendor products which are Invoiced as part of the S&S Support Program, or as these products become available from the respective vendors. Deployment or training services for such are handled separately under a time and materials basis.

10. S&S shall provide Support Services to client for migration of Information System production data to existing non-production environments.

11. Technical Assistance is available by request for support services outside the scope of this Agreement.

These services include but are not limited to system and application configuration, performance analYSiS, and certain other hardware, operating system and database related services. These services are subject to additional charges on a time and material basis.

Certain Systems & Software Support Program Guidelines

1. Under the Systems & Software Support Program, customers will receive unlimited daytime phone, modem, intemet, email and fax support for areas related to the operation of all licensed enQuesta modules (as set forth in Exhibit 1 of the Agreement) under enQuesta 4.x release until enQuesta 6.x is released by S&S) and, more specifically, for the business processes/ features which are accommodated by enQuesta applications that are already in production use as enabled through working with S&S. enQuesta applications may have the capacity or inherent functionality to serve many business or customer-specific functions that may not be in production use within your organization. If an organization decides at a later date to make use of a new feature or business process, this would be clearly defined as "new" work which would be supported under a separate time and materials based contract, not "how-to" support for an eXisting business process.

This support is limited to operators who have been trained by S&S personnel or other certified trainers under "Train the Trainer", "Train the Key Personner, or "Train the Super Users" concepts, and who have ownership for and a clear understanding of the applications and issues for which they are requesting support on the current enQuesta release. Support activity via the Customer Support Desk from new personnel will indicate the actual capabilities or level of training new personnel have received. This information will be shared with customers and, if necessary, related services will be contracted for separately at rates indicated in this Agreement.

Inbound phone support initiated from our dedicated support line, 1-800-655-8810 would generally entail a Yz hour call or less (this duration certainly may vary and is not limited to a Yz hour). Faxes, phone calls or e­ mails which result in extended, or even multi-hour, phone conversations or work effort would be handled

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$yst!ml .Softwara
Systems & Software Support Program Guideline s
separately on a time and material contract basis. Possible examples would be: several analysts' subsequently providing "x" number of hours assisting with implementation of "new" work [such as discussion! implementation of new work order types, a modified General Ledger Chart of Accounts, or implementation of a new business process that the application supports (but which is not in production mode), such as ACH, an AMI solution, or a new interface]. Other examples may include but are not limited to: fixing incorrect operator procedures, training new or existing staff over the phone, assistance with balancing or bookkeeping, performing work or services for organizations whose key individuals are out of the office, writing custom scripts or programs to resolve customer issues not caused by enQuesta, and other support items of this nature.

This scope of work would clearly be defined as "implementation of new business processes" or "consulting outside of 'how-to' telephone support."

2. Ad-hoc report writing with third-party tools such as Cognos 8, Cog nos ReportNet or Cognos Impromptu is the responsibility of the customer. This includes creation of reports and all subsequent modifications including those resulting from changes in versions of enQuesta or the third-party reporting tool. To facilitate this process, S&S will maintain the KnowledgeBasel Catalog! Meta datal eQLI data dictionaries and provide support for general questions.

It is highly recommended that organizations appoint a core group of persons to become entirely familiar with all aspects of the enQuesta applications and the KnowledgeBase! Catalog! Meta data! eQLI data dictionaries, such that these individuals become subject-matter experts within the organization.

4. Telephone Customer Support Desk support services and hours of availability are weekdays from 8:00 am to 5:00 pm, customer local time, excluding Holidays and other posted exceptions, unless other specific contractual arrangements have been made with your organization.

5. Items excluded from this plan include: training of new operators; consulting, hardware or site planning and infrastructure support; hardware maintenance; or any topics generally considered "new business." These professional services would be billed separately under a separate time and materials based agreement.

Also excluded from this plan are Windows and other PC desktop systems support; communications or infrastructure support; support of situations which reflect your use of third-party vendors over which S&S has no direct responsibility, such as bill-print houses, banks, AMI vendors, or other such third-parties. S&S supports these other types of situations on a time and material fee basis at the discretion of the Account Manager or Senior Account Executive, if applicable. For the vast majority of technical or third-party situations which arise, S&S believes this method to be the fairest way to support customers in areas over which S&S has little, if any, responsibility or systematic controls.

6. Outside of Systems Support Services covered under the S&S Support Program as reflected herein, all other Systems Support Services will be invoiced at the following rates:

Service Type
Custom Programming &
Business Process Consulting
On-Call Pager Support

Rate per Hour
$225
$160
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"Software
Systems & Software Support Program Guidelines
Other Services $160
Starting on the first anniversary of the Go-Live date to seven (7) years after the Effective Date, S&S may adjust rates yearly to an amount not to exceed 3.S% from the previous year .

These services are provided subject to a minimum Yz -hour charge. Off-hours (Spm-8am" or holidayl weekend) support will be invoiced at $240 per hour, minimum 1-hour charge. Involvement of other vendors, whose services may be required, in concert with or outside of work with S&S, shall invoice directly or through S&S at their own rates. An example would be billable services through IBM Corporation, for AIX SupportLine or ConsultLine charges.

Given that the range of systems support services generally reflects multiple S&S parties performing work prior to, during, and after the ''face to face" customer engagement, daily rates or per-student charges may apply for some ranges of support services, including training classes. These shall be determined at the time of contracting and are subject to change at any time, depending on the scenario or the value-ad proposition to the customer.

7. All other enQuesta or non-enQuesta related support services, preparation time, consulting, analysis, travel, or telephone and modem support issues will be invoiced on a time and material basis as incurred. Every attempt shall be made by the customer and S&S to understand, scope, define and have customer acceptance for work scope under an estimated time and materials engagement prior to work commencing.

Issues that S&S determines require extended support or support of third-parties for resolutions to customer issues will in some cases be turned over to the appropriate third-party. (IBM AIX Support, for example, may be contracted on behalf of customers to conduct performance-tuning testing on their pSeries servers).

Areas identified as those which would best be handled by third-parties will, time permitting and assuming a customer representative is available who has ownership for the issue, be discussed with customers prior to arranging the service.

8. Administration:
a. Customers are responsible for ensuring supported staff members are aware of these pOlicies and procedures. A request for support from a customer assumes an understanding on the part of the customer of said policies and procedures.
b. S&S asks that customers apPOint a key individual (or select, core group of key individuals - typically 2-3 personnel) to receive all support calls! requests from S&S In order to eliminate duplicate calls and! or faxes or e-mails. The Customer Support Desk format relies upon an initial contact being made with a detailed description of the issue being submitted, with specific backup material being faxed or e-mailed.

The preferred method of submission to S&S is bye-mailing your request to our dedicated inbox:
,[email protected] with any appropriate attachments to help us triage the issue.

S&S' objective is to ensure that customers be fully satisfied at all levels of the interaction, each and every time customers engage 8&S. Unless there is already an open work order which was correctly initiated via the Customer Support Desk, correspondence sent to specific support individuals will NOT be forwarded to the Customer Support Desk for logging. With the objective being quick, correct and efficient resolution to customer issues, resulting in high levels of customer satisfaction, customers must

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Systems & Software Support Program Guideline s
$yst!ms'
• Software
submit all correspondence to the Customer Support Desk, not specific staff. We request that you send your support issues to fax: 802-865-1171 or e-mail: [email protected] which is the only authorized "support" email address; please do not forward correspondence to individual email addresses or call S&S Support Personnel directly.

We ask for your assistance in not circumventing the routing and support system; this is in place to ensure that all customer issues are logged and tracked centrally, and is essential in ensuring a high level of customer satisfaction. We thank you in advance for your cooperation so that we may efficiently serve your organization.
c. Questions related to invoices outside of the S&S Support Program should be addressed with your Account Manager. Invoices are payable upon receipt.
d. Verbal or written requests for changes or enhancements to application software which is in production use by your organization are not considered "support" items and therefore should not be requested via telephone from support personnel via the Customer Support Desk. Such "new" enhancements or custom requests must be discussed with your Account Manger directly. If your organization is more than one release level behind the most recent en Questa version, only in the most critical of situations is S&S likely to accept the custom request. Having migrated to the most recent level of the enQuesta application assures customers that S&S is likely to accommodate business change requests.

This process should be used judiciously to the extent that incoming requests should be "signed off" by the appropriate parties at the customer location in order to maintain control and understanding of the enhancements or custom modifications that have been requested. e. S&S requests that in cases of specific custom requests (modification, customization, new features, new interfaces, and enhancements to subcontracted solutions) from a customer, the entire written scope of such request accompany the inquiry. A TIP will be created such that S&S can log the request and pursue the engagement on behalf of the customer. S&S shall then validate the written scope document. Ascertaining and validating work scope can consume a significant percentage of the overall engagement and is a critical factor in ensuring overall customer satisfaction with any such custom engagement. Engagements shall in some cases be forwarded just to scope work; the actual work, if accepted, would be handled under a separate engagement.

If new functionality has been developed due to an approved contract from the customer, the customer will be notified when the enhancement(s) is ready to be viewed in their Train environment. From notification, customers will have 15 working days to test and approve the new functionality and respond back to S&S via the Account Manager, if applicable. If S&S does not receive a response back from the customer within the 15 day timeframe, additional testing and setup fees may apply to requested changes. New functionality will not be deployed to the Production environment until changes are formally approved in writing by the customer.
f. Customers are required to have a broadband internet connection (cable, T1 or higher) and that S&S be given inbound internet access (from S&S to customer) via a Cisco 3002 IPSEC VPN or similar device that S&S will configure, in order to access servers on the customer premises that relate to access to or support of enQuesta. Minimal firewall entries will be needed to allow a connection to S&S' Cisco router.

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Systems & Software Support Program Guidelines
SJst!tms • Software
8&8 can also connect to a qualified Cisco device that is on the customer's existing LAN. Currently 8&8 uses and supports IP8EC 3DE8 with 168-bit encryption with NAT supported. The ability for 8&8 to use this technology in support of customer Installations will alleviate risk associated with slow, asynchronous modem access to customer's IBM p8eries or Dell PowerEdgt;l servers. In summary, broadband access is required for enQuesta customers and is requested for all other customers . NOTE: Given the number and diversity of customers requiring support from 8&8, each with varying networking infrastructure, support of software-based VPN clients is not a viable replacement for these suggested access methodologies.
g. If a customer is on the supported version (the current version and the most recent release just prior to the current version of the application), corrective fixes will be delivered to the customer via a scheduled Maintenance Release (maintenance releases will be deployed until a release is deemed "life-cycle complete" by 8&8). Customers will receive release Notes and customers are responsible for testing corrective fixes within a scheduled window before 8&8 will move the Maintenance Release into Production.
h. In order to ensure that the enQuesta system is kept up-to-date with enhancements and bug fixes, Customers are strongly encouraged to install the then-current Maintenance Release made available by 8&8 at least once per quarter. If a Maintenance Release has been made available generally by 8&8 that addresses a particular issue and a customer subsequently contacts the 8&8 Help Desk regarding this issue but has not installed the applicable Maintenance Release, the customer will be required to install the Maintenance Release prior to assistance by 8&8. If a customer declines to install the said Maintenance Release to remedy the issue, 8&8 reserves the right to charge the customer on a time and material basis at then-current rates for effort Incurred to resolve the issue. Maintenance Release deployments will need to be scheduled Monday through Thursday. * A customer may need to install previously released Maintenance Releases prior to installing the then­ current Maintenance Release in order to bring the customer's environment to the most current level.

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Systems & Software, Inc.

EXHmIT3
Statement of Work
[ATTACHED BEHIND· THIS PAGE]
Statement 0 Work
Client:

S&S:

Project:

City of Anaheim I Anaheim Public Utilities
Systems & Software, !nc., A division of N. Harris Corporation CIS Replacement
1 Anaheim Public Utilities I S&S SOW
Table of Contents

1.0 Overview ........................................................................................................................... 5

1.1 Key Project Summar-y-.......•.................................................................................................... 5

1.1.1 Major Project Considerations Summary .............................................................................. 5 1:1.2 . Sub-Contractors To-Be Utilized For This SOW .................................................................. 5

1.2 Business Objectives of the Project ......... I •••• ~ ••• I.I .............................. I •••••••••••••••••••••••••••••••• 5

1.3 Guiding Principles for 1:h.e Project ..................................................................................... 7

1.4.1 Go-Live Criteria .............................................................................................................................. 7

1.4.2 Post Implementation Criteria ................................................................................................... 8

1.5 S&S Software Modules and Versions ................................................................................ 8

1.6 Project Assumptions ............................................................................................................. 1 9

1.6.1 General ............................................................................................................................................... 9

1.6.2 Project Structure .......................................................................................................................... 10

1.6.3 Staffing ............................................................................................................................................. 11

1.6.4 Project Management .................................................................................................................. 12

1.6.5 Technology ..................................................................................................................................... 12

2.0 Definitions ..................................................................................................................... 13

3.0 Performance Criteria ................................................................................................. 17

4.0 Program Scope .............................................................................................................. 22

4.1 General Scope Overnew ..................................................................................................... 22

4.2 Program Stnlctures ............................................................... __ ........................................... 22

4.2.1 Project Organization Structure .............................................................................................. 22

4.2.2 Client Staffing ................................................................................................................................ 22

4.2.2.1 Client Project Team Reporting Structure ................................ _ .... _ ............................................... 23

4.2.2.2 Client Staffing ................. _ ................................................................ _ ......................................................... 23

4.2.3 S&S Staffing .................................................................................................................................... 25

4.3 Major Scope Component:s .................................................... _ ............................................. 27

4.3.1 Client Functional Matrix ........................................................................................................... 27

4.3.2 Modifications ................................................................................................................................. 27

4.3.3 Interfaces ........................................................................................................................................ 27

4.3.4 Data Conversion ........................................................................................................................... 28

4.3.5 Reports (Base and Enhancements) ...................................................................................... 32

4.3.6 Miscellaneous Scope Clarifications ...................................................................................... 33

4.3.6.1 Bill Printing Integration and Formats (InfoSend, KUBRA and WebConnect Integration) .................................................. : ............................................................................................................................................ 33

4.3.6.2 Enterprise Service Bus (ESB) Integration .......................................................................................... 33

4.3.6.3 Systems Innovators for City-Wide Cashiering ........................ _ .... _._ ............................................... 34

4.3.6.4 WebConnect ............. _ ..... _ ............................... _ ................................... _ .. _ ................................................... 34

4.3.6.5 MOMS Integration ..................................................................................................................................... 34

4.3.6.6 Public Works Billing .................................................................... _ .. _._ .. _ ............................................. 34

4.3.6.7 OPower Integration. .......... _ ..................................................................................................................... 35

5.0 Implementation Methodology for Scope Delivery ........................................... 35 S.l General Descriptlon ............................................................................................................. 35

5.2 High Level Schedule .............. _ .............................................................................................. 37

5.2.1 Project PhaSe Definitions ......................................................................................................... 38

5.2.2 Summary of Key Schedule Commitment Dates by Project and Phase ................... 38 S.3 Planning ............................... _ ................................................................................................... 40 Anaheim Public Utilities I S&S SOW

5.3.1 Activity - Status Reporting ...................................................................................................... 40

5.3.2 Activity - Maintain the Solution Environments .............................................................. .40

5.4 Initiation Phase ...................................................................................................................... 41

5.4.1 Activity- Construct Initial Project Documents .............................................................. .41

5.4.2 Activity - Develop Detailed Project Work Schedule .................................................... .42

5.4.3 Activity - Project Tracking ...................................................................................................... 43

5.4.4 Activity - Plan for the Core Team Training Infrastructure ........................................ 43

5.4.5 Activity - Plan Project and Deployment of Project Infrastructure ......................... .44

5.4.6 Activity - Establish Project Infrastructure ........................................................................ 44

5.4.7 Activity- Install Solution ......................................................................................................... 45

5.5 Discovery / Analysis & DeSign / Configuration .......................................................... 46

5.5.1 Activity - Conduct Discovery Workshops ......................................................................... 46

5.5.2 Activity - Conduct Client Core Team Functional Training ......................................... 46

5.5.3 Activity - Conduct Business Process Analysis Workshops ...................................... ..4 7

5.6 Test Designs ........................................................................................................................... ,1.49

5.6.1 Activity - Develop To-Be Business Processes .................................................................. 49

5.6.2 Activity - Develop Business Process Analysis Document ........................................... 49

5.6.3 Activity - Develop Testing Strategy and Integration Testing Plan ........................ .51

5.6.4 Activity- Develop Functional Testing Scripts ................................................................. 51

5.6.5 Activity - Develop Integration Test Plan ........................................................................... 52

5.6.6 Activity - Develop Integration Test Materials ................................................................. 53

5.7 Training and Change Management ................................................................................. 54

5.7.1 Activity - Develop Training Plan ........................................................................................... 54

5.7.2 Activity - Develop End-User Training Materials ............................................................ 54

5.7.3 Activity - Prepare for End-User Training .......................................................................... 55

5.7.4 Activity- Deliver End-User Training .................................................................................. 56 S.8 Dat:a Conversion ..................................................................................................................... 56

5.8.1 Activity - Develop Data Conversion Plan ................................................................................ 56

5.8.2 Activity - Document Data Mapping ...................................................................................... S 7

5.8.3 Activity - Develop Automated Conversion Processing ................................................ 58

5.8.4 Activity - Execute Full/Partial Conversion Test... .......................................................... 59

5.9 Development Phase .............................................................................................................. 60

5.9.1 Activity - Develop Business Requirements Document (Functional Specifications for Modifications, Interfaces and Portals) .......................................................................................... 60

5.9.2 Activity - Report Design and Specifications ..................................................................... 61

5.9.3 Activity - Develop Interface Programs ............................................................................... 61

5.9.4 Activity - Develop Solution Modified Objects .................................................................. 62

5.9.5 Activity - Deveiop Reports ...................................................................................................... 62

5.9.6 Activity - Design and Build Batch Processes ................................................................... 63

5.9.7 Activity - Develop Initial Configuration ............................................................................. 64

5.9.8 Activity _ Design and Configure Application Security .................................................. 65

5.9.9 Activity - Document Revised Production Environments ............................................ 65

5.10 Test Execution .................... _ .............................................................................................. 66

5.10.1 Activity - Execute Functional Testing Scripts .................................................................. 66

5.10.2 Activity - Execute Conversion Test ................................................................................. 66

5.10.3 Activity - Execute Integration Testing ............................................................................... 66

5.10.4 Activity - Prepare Production Environment ............................................................... 68

5.10.5 Activity - Plan and Execllte Performance Testing ...... " ................................................ 69

5.10.6 Activity - User Acceptance Test (UAT). ............................................................................. 71 S.ll Deployment ......................................................................................................................... 71 ii
Anaheim Public Utilities I S&S SOW

5.11.1 Activity - Preparation for Cut-Over .................................................................................... 71

5.11.2 Activity - Cut-Over to Production Operation ................................ _ ..... _ ........................ 73

5.12 Post Implementation Support Phase .................................................... _ ................... 74

5.12.1 Activity - Post-Implementation Support ........................................................................... 74

5.12.2 Activity- FinaIAcceptance ..................................................................................................... 75

6.0 Project Management Approach ........................................................................................ 7 5

6.1 Project Management Overview ........................................................................................ 7 5

6.2 Project Organization and Reporting Structure ............................ _. __ ....................... 75

6.3 Project Governance & Escalation ..................................................................................... 76

6.3.1 Work Assignments & Tracking .............................................................................................. 76

6.3.2 Weekly PM Meetings .................................................................................................................. 76

6.3.3 Monthly Steering Committee Meetings .............................................................................. 76

6.3.4 Conflict Escalation Process ...................................................................................................... 77

6.3.4.1 Initial Conflict Identification and resolution process .............................. _ .... _ ....................... 77

6.3.4.2 Escalated Conftict Resolution Process ....................................................... _ ..... _ ......................... 77

6.4 Change Order Process .......................................................................................................... 77

6.4.1 Process Overview ........................................................................................................................ 77

6.4.2 Tracking Tool & Process ........................................................................................................... 78

6.5 Project Controls ..................................................................................................................... 78

6.6 S'trU.cture and Schedule ........................................................................................................ 79

6.6.1 Baseline Schedule ........................................................................................................................ 79

6.6.2 Schedule Components ............................................................................................................... 79

6.6.2.1 Tasks .................................................................................................................................. _ ........................... 79

6.6.2.2 Resources .............................................................................................................................. _ ..................... 79

6.6.2.3 Resource Assignments and Resource Leveling .......................................... _ ............................... 80

6.6.3 On-Going Schedule Maintenance .......................................................................................... 80

6.7 Project Communications ...................................................................... __ .......................... 80

6.7.1 Project Management Reports ................................................................................................. 80

6.7.1.1 Weeldy Status Report ................................................................................................. _ ........................... 80

6.7.1.2 Monthly Steering Committee Report ............................................................................................... 80

6.7.1.3 Weeldy Project Schedule Updates ............................................................ _ ..... _._. __ ....................... 81

6.8 Risk Management .................................................................................................................. 81

6.9 Qualit:y' Control ....................................................................................................................... 81

6.9.1 Communication of Deliverable Delivery ............................................................................ 81

6.9.2 Deliverable Acceptance Process ............................................................................................ 82

6.9.3 Defect Tracking Tool & Process ............................................................................................. 82

6.9.3.1 Classification Categories ...................................................................................... __ ... _ ......................... 82

6.9.3.2 Defect Tracking Responsibility ......................................................................... _ ................................ 82

6.10 Project Management Tools ............................................................................................ 83

6.10.1 Tracking Components ............................................................................................................... 83

6.10.2 Utilization of Tools by Team Members .............................................................................. 83

6.11 Change Management ........................................................................................................ 83

6.11.1 Organizational Change Management Leadership ......................................................... 83

6.11.2 Executive Leadership Interviews and Change Assessments .................................... 84

6.11.3 Organizational Change Management Strategy ............................................................... 84

6.11.4 Communications Plan and Monthly Communications Schedule ............................ 85

6.11.5 Change Management Communications ............................................................................. 86

6.11.6 Sponsor Roadmap ...................................................................................................................... 86

6.11.7 Executive Briefing on Change Management Program ................................................. 86

6.11.8 Change Management Training Program for Managers ............................................... 87 iii
Anaheim Public Utilities I S&S sow

7.0 Client Provided Assistance ...................................................................................... 88

8.0 Program Pricing by Project and Phase ................................................................ 88

8.1 Fixed Price for Project ......................................................................................................... 88

8.2 Structure for Payments ....................................................................................................... 88

8.3 Retainage Escalation Due to Late Delivery of Key Deliverables ........................... 89 iv
Anaheim Public Utilities I S&S SOW

1.0 Overview

1.1 Key Project Summary

1.1.1 Major Project Considerations Summary
The Client has embarked on this CIS replacement project for the purpose of implementing a new technology system to improve the Client's overall performance. This Project will replace the Client's current Legacy System with a CIS product from Systems &Software, Inc., a division of N.

Harris Computer Corporation ("S&S~). The CIS replacement project is comprised of the systems described in Section 1.6 of this Statement of Work. S&S will provide program management and implementation services for installation of the Solution for Client.

S&S has reviewed the schedule, their planned resource levels, and the Client-planned resource levels documented in this Statement of Work and is confident adequate time and resources have been accounted for in this Statement of Work to meet the twenty-four month Go-Live schedule.

If S&S fails to perform their obligations, additional language in this Statement of Work outlines the process for extending the Project Schedule beyond the twenty-four month schedule to Go-Live.

If the Client fails to perform their obligations, additional language in this Statement of Work outlines the process for extending the Project Schedule beyond the twenty-four month schedule to Go-Live.

S&S has also confirmed that the Client production hardware Configuration will meet the specifications required for S&S to meet the Performance criteria in Section 3.0 of this Statement of Work.

1.1.2 Sub-Contractors To-Be Utilized For This SOW
S&S will take full ownership of all sub-contractors and their scope of work. The Client will utilize all sub-contractors as though they are S&S employees.

S&S must have a signed agreement with all sub-contractors that commits that sub-contractor to S&S and the described scope of work described within this Statement of Work for the duration of the Project as well as the post Go-Live support phases.

Table of Sub-Contractors
Sub:·Confractor Name
.

Project Role '., .
' ."
...... ·-f • ."',
:,J; '.":".'
.-'.-.----:' ..
-:,;.::- "', -..{
" <e .
" . ,:,t' , " .. " . .. .;>, . .. "
System innovators This firm wiii be responsible for the city wide cashiering that will be installed by S&S.

CGI This firm will be responsible for the Mobile Lite
implementation described in this Statement of Work.

Red Bridge Consulting The firm that will deliver the Change Management services described with this Statement of Work.

1.2 Business Objectives of the Project
The Client has outlined several major business drivers and Project justification statements for this initiative:

COA CIS REPLACEMENT SOW 5
Anaheim Public Utilities I S&S SOW
• The SunGard H.T.E. CIS is outdated.
• Lack of CSR and customer-centric functionality.
• Modifications are lengthy and costs are prohibitive.
• Integration issues and complexities with newer technologies. • Too many manual processes and workarounds.
• Lack of application enhancement in relations to market tr.ends. • Outgrown the current system.
• Lack of standardized reporting capabilities with limited exporting and importing capabilities.
• Use of ineffective "Green Screen" technologies.
• Large amount of key strokes versus drop-downs or pick lists. • Limited SunGardresources to support the system.
• Training is lengthy, due to screen layouts and lack of common look and feel. • Limited editing and validations throughout the system for input and output. • Lack of flexibility in accounting for seasonal weather patterns in connection to estimations and future MOMS requirements.
• Poor letter creation and generation capabilities for effective communication. • Rate inflexibility and entry.
• Nightly batch processing time is lengthy.
• Proposed Solution must accommodate upcoming requirements as defined in the Functional Matrix document, for example:
o Smart Grid initiatives
o Green I Sustainable initiatives
o Water conservation I Efficiency rebates
o Electricity conservation
1 o Tiered water rates and/or Water Budgets
o Social Media capabilities
o Self-Pay kiosks/Pre-paid metering
• Improve customer service through modernization including:
o Improved call handling time
o More timely and accurate information
o "First Calle resolution
o Support complex rebate / conservation measures
• Utilize existing staff more efficiently.
• Improved, timely, and ad-hoc reporting.
• Greatly enhance web and customer self-service options:
o Online bill payment
o Credit card & check payments
o Online bill history
o Transactional activities
o Conservation activities and tracking
o Consumption activities
• Consolidation of utility accounts (customer centric accounts). • Elimination of stand-alone systems that do not communicate.

COA CIS REPLACEMENT SOW 6
Anaheim Public Utilities I S&S SOW
• Adoption of .new technologies that align with the direction of the utility

1.3 Guiding Principles for the Project
S&S agrees to the following overarching principles to guide the Project.

All team members need to understand the methodology described in this document so everyone understands the same approach.

When there are tasks or Deliverables that build on one another, S&S will follow the agreed upon sequence as outlined in Section 5 of this Statement of Work.

S&S will not try to reinvent the Legacy System, but rather incorporate best practices as long as they do not conflict with regulatory requirements, when possible and maximize the capability of the Solution.

S&S will avoid programming wherever possible to minimize scope change and reduce Solution maintenance. S&S will focus on today's business requirements while conSidering potential future requirements.

All team members will not take shortcuts and will focus on performing work right the first time, to avoid a waste of resources.

S&S will conduct itself honestly and with respect in all situations.

S&S will minimize waste on this Project. Everything S&S does, as part of this Project should be necessary and provide value to something else. For example S&S will not conduct meetings without an agenda and a clearly defined purpose and outcome.

S&S should always remain focused on Project goals and on activities that will continue to move the Project forward.

1.4 Acceptance Criteria

1.4.1 Go-Live Criteria
Before the new Solution, including converted data, base software, and customizations can move to the production environment and be implemented in day-to-day production processing; the following criteria must be met:
• Successful completion of all Functional Tests, all Integration Tests, all Performance Tests and signed off all User Acceptance Tests.
• All requirements in the Client Functional Matrix delivered, with any exceptions agreed to by both S&S and Client via the Change Order process described in Section IV of the Information System Agreement.
• Successful simulation dress rehearsal.
• For S&S led training, S&S and Client will mutually develop testing criteria to be provided to each Core Team member. All Core Team users have been trained and confident, by achieving a score of 90% or better, in their ability to conduct transactions. S&S will provide additional training for the Core Team member(s) as necessary to achieve a 90% score. In the event the Core Team member is unable to achieve the minimum score, S&S and Client will work to a mutually beneficial resolution.
• The Data Conversion has been balanced I adequately explained to the Client's satisfaction. • Solution testing that parallels a production sample of all customer type rates (business units, COA CIS REPLACEMENT SOli'; 7
Anaheim Public Utilities I S&S SOW
commercial, industrial, residential, etc.) meter reads will be compared to the legacy calculations and the new Solution calculations. The results are expected to be exact or explained to the Client's satisfaction.
• No open Priority 0 or 1 defects
• Fewer than twenty-five open Priority 2 defects.
• Post-implementation support plan in place with a staffing plan

1.4.2 Post Implementation Criteria
The post implementation period has been agreed to span four months. By the end of the second month, it is assumed that the Solution is functioning as can be expected in normal operations.

The Client would have completed two-month end closings and Solution should be stable at that time. The remaining post-production support will be utilized to support. the users as issues appear and to satisfy any Priority 0 and Priority 1 defects.

Before the Project and Agreement can be considered fully performed, the following criteria must be met. The following criteria apply to the post-implementation periods for the Solution implementation. However the formal assessment for contract closure will be conducted at the end of the Solution implementation.
• Day-to-day operations, including daily and monthly financial reconciliations, have returned to (or are approaching) the levels of efficiency and accuracy existing prior to the implementation.
• Deferred features and functionality that may have been agreed during the implementation have been provided, tested, implemented and accepted by the Client. • No open Priority 0 or 1 defects.
• Based on mutual agreement, 90 days prior to Go-live, no more than twenty-five Open Priority 2 and/or 3 defects have been converted to production support defects for resolution. • Client post-implementation support plan in place with a staffing plan. Formal handoff of production support, including outstanding issues, risks, and other concerns, has been made from the S&S staff to the Client staff.

1.5 S&S Software Modules and Versions
The following software wi!! be provided by S&S and the associated implementation services as described in this Statement of Work .
. Application/System' Version·
"
Capabilities· .. "Name' . "
. ' .: ..
enQuesta v. 4.x with a future version Customer Management to be utilized based upon Customer Relationship Management Mutual Agreement. Revenue Management
Collection Management
Meter Management
Asset Register
Miscellaneous Receivables
Service Order Management
Water BudQets
COA CIS REPLACEivlEI\lT f-OVV
o·
8 Anaheim Public Utilities I S&S SOW
• S&S should be notified of any third-'party engagements involved in the Project brought on by the Client that could impact or compete with resources for this Project. • The Client will utilize any third party to support several aspects of the Project. S&S will consider those third-party persons to be part of the Client's team.

1.6.4 Project Management
• S&S is responsible for managing the Project. S&S has been retained to lead the Client through the implementation process based on their experience and this Statement of Work. • S&S is responsible for maintaining the MS Project Schedule for both S&S and Client resources. The Client Project Manager in an effort to assign the right person to do the job will do any assignment for the Client resources.
• All Project documents will be maintained in electronic versions and hard copies based on the Client requirements. All final version documents will be clearly marked as the "Final" version.

1.6.S Technology
• S&S is responsible for providing access to the software during the initial Core Team training and possibly the Discovery I Analysis & Design I Configuration phase if the Client's hardware is not installed by the time these activities begin.
• Client will be responsible for the procurement and installation of hardware to support the Project.
• Client resources will provide hardware installation, operating system installation, support, and maintenance for a!! Client equipment.
• Client resources will provide network setup and network management support. • With support from the S&S, Client will develop a disaster recovery plan, which will support all locations consistent with the current Client policies.
• Client will provide support to back-up Project environments as part of its overall Solution back-up plan.
• Client will provide all instances required for the implementation of the Solution throughout the Project. This will include, but is not limited to, separate instances for development, test, QA, training, and production. Additional instances may be utilized during the Project. Any additional instances will require a Change Order for the Project. • S&S will configure the Customer Self Service modules to have the same look and feel of the current Client www.anaheim.netweb site.
• S&S will implement a formal Configuration management process (code migration maintenance release process).

CC}I. CIS REPLACEMENT SOW 12
Anaheim Public Utilities I S&S SOW
• The responsibility for code moves belongs to S&S through Go-Live, however this will not transition to Client staff as the Project progresses (during Integration Testing), as part of the Knowledge Transfer Process. It is up to S&S to move code through the maintenance release process based on Client approval.
• The Client will sign off technical topology and design that is developed by S&S.

2.0 Definitions
Throughout this Statement of Work, the following words and expressions shall have the definitions set forth below. Terms that are not expressly defined below or elsewhere in this Statement of Work shall have the meanings ascribed to them in the Information System Agreement.

As-Is Business A Document that describes the steps, people, and resources involved in Process completing specific business activities for this Project. The as-is process Description documents how the process is executed in the current Legacy System environment.

Batch Job This means the Solution workflows driven by job scheduler: Billing process Scheduler / (meter reading, billing validation, pre-billing exception process, calculation, e- Execution bill calculation, bill printing), back office processes (general ledger, trial balance) and collection processes (notices, delinquencies, penalties, credit fund transfers, installments or promise to pay, shut-offs).

Business The Business Process Analysis Document informs the Client how they will use Process important processes in the Solution. This design work will address operational Analysis and organizational changes required to implement the Solution.

Document or
BPA Document
Business This document defines the business requirements at a detailed level and how Requirement the Client Functional Matrix requirements will be configured.

Document or
BRD
Change Order The process that will be used throughout the Project for changing the scope of this SOW. Change Order shall be made in accordance with Section IV of the Information System Agreement and Section 6.4 of this Statement of Work.

Change Orders forms shall be provided by Client.

ClientorAPU References all business units of City of Anaheim and authorized agents. or City
Client Project References CI ient Project Manager( s) and/or contracted Project Manager( s) Manager(s) working on Client's behalf.

Code Freeze At the end of the Project, it will become necessary to stop making significant changes to the Solution environment. This is necessary to ensure that Client has a stable Solution to conduct the User Acceptance Test. This time period is called a Code Freeze.

COA CIS REPLACEMENT '20W 13
Anaheim Public Utilities I S&S SOW
Code Any object or Source Code delivered from S&S to the Client site or code Movement moved from one environment to another environment on the Client site.

Configuration Process of performing table updates and algorithm changes to the Solution in order to have the Solution perform the requirements set forth in this SOW.

Configuration does not require programmatic software changes.

Conversion As a component of the Data Conversion process to ensure the data from the Validation or Legacy System to the Solution has been completed accurately.

Conversion
Confirmation
Balancing
Process
Core Team The Core Team consists of part and full-time functional and technical resources dedicated by the Client for this Project. The team may also include part and full-time resources from other third-party consultant and service providers.

Courseware End-User training materials that will be developed to facilitate Project End-User training execution.

Co- This term is used when the Client and S&S share responsibility for a Responsibility Deliverable.

Cut-Over The Cut-Over includes all activities required in this SOW to transition the Legacy System from testing Solution to production processing of the Solution.

The Cut-Over activities will include ensuring security is set, user profile established, close-out of pending data in the Legacy System, manual data conversions if required, rollout of the Solution access to End-Users and other automated or manual activities required.

Cycle Parallel Process of comparing bills generated from the Legacy System and the Solution Testing/Bill to to compare mass volumes of rates and charges.

Bill Comparison
Data Mapping The process of aSSigning source Solution data elements to target data elements in the Solution Data Model for purpose of conversion.

Data Model Visual representation and description of data objects, their attributes, and the relationships between other data objects.

Deliverable Means a Solution component that includes Services and is prepared specific to the Project for the delivery of the Solution. Any and all Deliverables must meet the requirements of this SOW.

Earned Value A project management technique for measuring project performance and Management or progress in an objective manner. EVM has the ability to combine EVM measurements of scope, schedule, and cost in a single integrated system.

Electronic Bill Electronic presentation of specific customer billing information on the Client Presentment website. Ability to pay for a bill on-line on Client's customer self-service portal. and Payment

COA CIS REPLACEMENT SOW
Anaheim Public Utilities I S&S SOW
(EBPP)
Fall Back Plan Cut-Over planning includes risk and contingency planning. A com ponent of the contingency planning will include processes and procedures in the event that the Client needs to roll back to Legacy System after the Go-Live.

Final The Project is complete when the Client has accepted in writing all Acceptance or Deliverables as required by this SOW and S&S has successfully completed all System work described in this Statement of Work.

Acceptance
Fixed Price The total cost for implementation services to be paid to the S&S. These costs cannot increase as long as the scope corresponds to all of the items in this Statement of Work.

Functional Document that contains the Client functional software requirements to be Matrix or Client delivered as part of the Solution. This matrix is fully set forth in Attachment 3.

Function Matrix
Functional Test Test of the Solution features or functions of the current phase. Functional Tests will be performed for all base Solution features to be used by the Client, as well as Configurations, Modifications, Interfaces, reports, and dashboards.

This test will confirm that the Solution meets the requirements set forth in the Client Functional Matrix.

Interface Passing of data between two separate and distinct systems; can be accomplished via real time or in batch mode.

Integration Test By business process an Integration Test tests whether all Solution features, functions, Configurations, Modification, Interfaces, reports and custom code work together with all associated Solution reports, screens, transactions, Interfaces and whether the foregoing are integrated with the manual business processes. Integration Testing must test all scenarios covering different types of customers, accounts, locations, user categories, dates, etc. Integration Testing is structured in nature and has expected results that are predefined.

Knowledge The practical process of transferring knowledge from one part of the Transfer organization to another (or all other) part(s) of the organization. Knowledge Process transfer seeks to organize, create, capture or distribute knowledge and ensure its availability for future users.

Legacy System References the Client customer information system that is being replaced by the Solution.

Priority 0 This classification designates a programmatic or Configuration defect that renders a component of the Solution unusable or inoperable. Priority 0 defects have all of the following characteristics: (i) this defect is a loss of the capability of the Solution to perform a function; (ii) a workaround does not exist, and testing that function cannot be performed until the problem has been corrected. Priority 0 defects include those errors that (i) impact the Client's ability to perform financial reporting, customer billings; and (ii) customer facing errors that impact the Client's ability to present accurate information to their customers or any other core business functions.

COl'. CIS REPLACEMENT 'COW 15
Priority 1
Priority 2
Priority 3
Mock Cut-Over
On-boarding
Organizational
Change
Management or
Change
Management or
OCM
Performance
Testing or
Performance
Test
Project
Management
Team
Project
Schedule or
MS Project
Schedule
Quality
Assurance
Anaheim Public Utilities I S&S SOW
This programmatic or Configuration defect that renders a key component of the Solution unusable or inoperable. This error is a loss of the capability of the Solution to perform an important business function. Priority 1 defects occur when a workaround does not exist or the workaround is so difficult that if the Solution were in production, this defect would result in a serious impact to the Client's business.

This classification designates a programmatic or Configuration defect that significantly limits the Solution's ability to conform to the documented capabilities including but not limited to the application, the application modules, the Information System and its features. This limitation stops the user from performing the normal use of the Solution; however, a mutually agreed workaround does exist. Testing can continue to be performed on a module of the Solution with a workaround.

These program or Configuration errors limit the capability of the application or function, but are cosmetic or minor in nature. There is a practical workaround or the defect does not impact the Client's operation of the Solution in any significant respect.

A Mock Cut-Over will consist of a test of all activities (automated and manual) to be completed as part of Mock Cut-Over to production process of the Solution The Mock Cut-Over is staged in the similar manner as the Go-Live steps and procedures including full data conversions and validation. The purpose of this Mock Cut-Over is to ensure that all Go-Live activities have been defined and estimates identified so that there is a determination about the amount of time and resources required for the implementation of the Go­ Live activities.

The process of orienting Project Team members to processes/procedures that the Project Team is following.

The activities, events, processes and procedures that are employed for handling transformation from one customer information system environment to another. This relates primarily to people and Client's business processes.

The testing of the Solution to ensure it meets the performance criteria set forth in Section 3.0 of this SOW.

The S&S Project Manager(s), Third-Party Project Manager(s) and the Client Project Manager(s) comprise the Project Management Team.

This Microsoft Project document describes in detail, work activities, milestones, deliverables, and aSSignments that are required to deliver the Solution.

The process of verifying that the proper processes and procedures have been adhered to in the delivery of the Solution from a methodology as well as Project management perspective.

COA CIS REPLACEMENT SOW 16
Anaheim Public Utilities I S&S SOW
Simulation or A Simulation will consist of a test of a/l activities (automated and manual) to Mock Go-Live be completed as part of Cut-Over to production process. The Simulation is staged in the similar manner as the pre-Go-Live steps and procedures including full data conversions and validation. The purpose of this test is to ensure that all Go-live activities have been defined and estimates identified for the time and resources required implementing them.

S&S References the name of Systems & Software, a Division of the N. Harris Corporation.

Test An execution of the conversion processes and programs for the entire data set Conversion - To-Be converted. All Conversion Validation is executed.

Full
Test An execution of the conversion processes and programs for the entire data set Conversion - To-Be converted. All Conversion Validation is executed as well as part of the Partial test conversion. This is the initial conversion(s) that starts with a limited amount of data and build towards the Test Conversion - FUll.

Test Matrix A worksheet that identifies accounting periods, account numbers, financial transactions and expected results for testing purposes.

Test Plan Document that outlines a strategy or approach for testing. A Project Test Plan would describe the schedule, platforms, staffing, requirements, tools, testing stages, and defect tracking for al\ Project testing. Test Plans for specific tests details groups of Test Scripts to be used and include key set-up issues, dependencies, schedules, platforms, and data requirements.

Test Script Document that describes what steps and actions are required to test a particular feature or function. The document also describes the specified expected results.

To-Be Business A Document that describes the steps, people, and resources involved in Process completing specific business activities. Documents how the process will be Description executed in the future Project environment.

User A final testing step prior to Go-live. This test is all inclusive of the Project Acceptance scope and all scope items must be completed prior to the beginning of this test.

Testing or User
Acceptance
Test
Process where S&S conducts a meeting to review the S&S Deliverable with Walkthrough the Client to ensure the Deliverable has been properly performed by S&S.

Client developed Deliverables will also be reviewed based on mutual agreement of Project Management Team.

Note: For Priority O,Priority 1, Priority 2, Priority 3: This definition shall apply to this Statement of Work, but shall not apply to the Information System Agreement, the Software Support and Maintenance Guidelines (Exhibit 4) or any of the other Exhibits.

3.0 Performance Criteria
S&S will conduct Performance Testing to ensure that the Solution will conform to the performance standards outlined in Section 3.0 of this Statement of Work.

COA CIS REPLACEfJlENT SOW 17
J
}
J
)
Anaheim Public Utilities I S&S SOW
As the primary contractor, S&S shall be required to contract with and manage the Third Party Software providers. S&S shall not be excused from implementing the Solution or performing the Services on account of a failure of performance by any Third Party Software provider.

During the Performance Testing portion of the Project these service levels will be measured and S&S will tune the Solution to ensure these performance level are met consistently.

The Solution will support Client's existing number of electric, water, refuse, and other utility customers.

The Solution will support all Client users with no degradation in Solution performance, as elsewhere specified in this Section.

The proposed Solution will provide 0.5 second responses within screen field navigation during business hours The enQuesta Inquiry portal and the enQuesta Work Queue, due to their configurable nature, will be outside the purview of this. The WebConnect Self-service portal will not be required to meet the foregoing requirement. The screen response will measured with the assumption that the Client will be directly connected to the application server so that any network latency can be eliminated.

The nightly batch processing (all needed modules), must execute within an automated scheduler, and will be completed within a six (6) hour window. In general, this includes all batch proceSSing except bill print and ad hoc reporting.

Within limitations, daily reports not required for time sensitive critical Client operations shall be able to run during the day while users are accessing the on-line Solution (while meeting the response times identified earlier).

During the post Go-Live period, there should be no Priority 0 or Priority 1 defects. S&S will provide support in accordance with the S&S Software Maintenance & Support Guidelines ("Support Guidelines").

If these Performance criteria are not achieved during the Performance Test (Deliverable 5.10.6), a minimum Priority 1 defect will be logged for S&S to correct as part of the defect resolution process.

It is the Client's responsibility to purchase the recommended Configuration set forth below which the Client, S&S and hardware manufacturers have agreed upon. Prior to ordering the servers, Client will review server specifications with S&S to confirm server specifications.

COA CIS REPLACEMENT SOW 18
Anaheim Public Utilities I S&S sow

4.0 Program Scope

4.1 General Scope Overview
The scope of the Project will include implementation of the Solution. The standard functionality for the Solution will be implemented as well as any functionality specifically addressed as part of the scope identified in this Statement of Work. If a new version becomes available before Functional Testing, based on the timing, the Client may move to that version as part of this implementation and at no additional charge to Client.

Solution will assist the Client in reducing operating costs, optimizing performance, and streamlining processes. Solution flexibility empowers the Client to modify and maintain the functionality of the Solution at a reasonable cost as business requirements change.

Data-driven decision making through timely, accurate information and ad-hoc reporting capabilities, provide the tools to manage Client's business effectively.

As the single pOint of accountability, S&S will be solely responsible for implementing the Solution and providing ongoing support. S&S's ultimate commitment to the success of this Project, coupled with their expertise, dedication, and solid implementation methodology, brings an exceptional degree of risk management and mitigation.

The proposed Solution focuses on Configuration rather than customization. As the Client business needs change and organization expands, the inherent flexibility of the Solution supports these changes.

If Modifications are required, S&S's well-documented approach using industry standard technologies simplifies this process. All Solution Modifications created for the Client are written into the core product, which provides all S&S customers with the knowledge of the entire user community. This approach simplifies upgrades, as all Client-specific product Modifications are carried forward into the next major release of Current Base System.

S&S will provide all services that are typically utilized to implement the Solution and that are described within this Statement of Work.

4.2 Program Structures

4.2.1 Project Organization Structure
The management structure of the Project will consist of team members from the Client, S&S and a third-party hired by the CHent. The S&S Project Team members wiii report to the S&S Project Manager (regarding task assignments) and the S&S Project Manager will report to the Client Project Manager.

All communications with S&S and the Client related to the Project will be directed to the Client Project Manager and then follow the Project chain of command.

The Project organization structure chart later in this document outlines the Project chain of command.

4.2.2 Client Staffing
The following staffing chart outlines the Client staffing that will be made available to ihe Project.

This staffing has been reviewed and validated by S&S.

COA CIS REPLACEMENT SOW 22

4.2.2.1 Client Project Team Reporting Structure
I 1 I
APU Technical APUTesting APU Training &.

Team Team OCMTeam
Technical Lead Testing lead Training lead
Functional lead Billing Tester Training Assistant
Report Writer Credit Tester OCM Lead
DBA Call Center Tester
Conversion lead Field Tester
LlnuxAdm in
TIBCO Spec/alist

4.2.2.2 Client Staffing
Anaheim Public Utilities I S&S SOW
APU Assistant
Project Manager
-1
eMeter Project
Team
S&S Project
Manager & Team
The staffing chart below represents the Client resources that will participate on this Project.

Project
Role _
Resource
, Description
r
.' .. ~ . . . .....
, . Secures spending authority and resources for the Project. j . Acts as a vocal and visible champion, legitimizes the Project's goals and Project Sponsor
I
objectives
i . Keeps abreast of major Project activities
.i . .!.. . Provides support for the Project Director and Project Manager i . Provides a single point of accountability to deliver the Project in accordance I with the Project commitments .
• Has full Project authority, within the limits of the established budget and company operating policies, to manage and direct assigned Project resources and make decisions regarding the Project direction. I I Project Director
! . Establishes the Project resource assignments and ensures that the Project is properly managed and staffed.

I
!
i
i - ------ .-
I
I PiOject Manager
I
I
$ Chairs and partiCipates in Steering Committee meetings and decisions. • As needed, participate in Project planning (high level) and the development I of the Project Plan
I. Provides as needed support for the Project Manager
i . As needed, assists with major issues, problems, and policy conflicts; • Signs off on major Deliverables; and signs off on approvals to proceed to . ~ch succeeding Project phase. . __ ..
i . Day-to-day management of the Project and Project Teams. : . Day-io-day management of the vendor(s).
' . Lead risk assessments and manage the identification and tracking 'proc~~ ses.

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Interfaces have been identified by S&S and are referenced in Section 8 of this Statement of Work.

4.3.4 Data Conversion
General Roles & Responsibilities
Data Conversion Responsibility Matrix
P - Primary responsibility
S - Supporting role
The following table summarizes the most important Deliverables and responsibilities for a successful conversion:

Task S&S I Client
Initiate P
Lead data conversion effort P
Create Data Conversion Plan P S
Provide list of data that needs to be converted along with major enQuesta P tables that will be populated and applicable valid codes/ranges.

Create Legacy System data definitions P
Create and perform standard data extractions from Legacy Systems P Unit test extracted data for validitv P
Cleanup of data in LeQacy Systems P
In order to adhere to the critical path of the Project plan and the cost scoped for the timeline of the Project, the first raw data extraction from the Legacy System will be delivered to S&S within sixty (60) days of the Effective Date of the Agreement. The first data cut needs to include tables necessary to create accounts, customers, and locations. Subsequent data cuts for histories, coiiections, and add--on's (e.g. Backflow, GIS data, etc.) will be provided according the mutually agreed upon conversion plan. In preparation for the first and all subsequent data cut deliveries, including Simulation and Go-Live, the following scope has been identified with respect to data sources, data elements to be converted and data format, transfer methods, definitions and integrity. Once the initial data has been reviewed it will be the Client's responsibility to ensure that these extracts can be provided in a repeatable and timely manner for each subsequent conversion.

Data Sources
The foliowing tabie ilsts the known Legacy Systems and types of data that need to be converted into Solution.

Estimated # of
Source System Types of Data Database Type Accounts
Legacy System All utility account data Flat files 120,000 Backflow All utility account data Flat files 80,000
Data to be Converted
The following information will be converted by S&5:

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• Service streets (Geographical street names as related to service areas). • Metering devices (Meters and related reading components). • In-stock meters (Meters held in inventory, not installed). • Balance table (All outstanding account balances, converted as receivable only, by date) organized by enQuesta application (e.g., water, electric and sewer) - Note a conversion template is required for converting this information.
• Premises (All data associated with service addresses). • Customer accounts - active accounts, accounts with balances, written-off accounts, accounts "final" within the last 24 months, revert to landlord accounts, bankrupt accounts • Personal information (All customer related account data). • Contact information (Subset of personal information relating to contact address and phone numbers).
• Notes (Converted individually by date provided that each note currently has a date and is able to tie to a premise or account number. If not, they will convert into one large note.) • Account balances organized by enQuesta application (e.g., water, electric and sewer) - Note a conversion template is required for converting this information. • Write offs organized by enQuesta application (e.g., water, electric and sewer) - Note a conversion template is required for converting this information. • Consumption history - 2 years.

Billing history for individual transactions only - 2 years*. Includes billed, payment and adjustment amounts, cleared financial transactions such as charges, credits, payments, fees, and bills. Does include breakdown by service, previous balances (assuming Legacy System can provide data by service). Converted billing history will not be in enough enQuesta detail to allow for automated rebills or for month end reporting .• Note that S&S cannot guarantee that the billing history can be converted to enough accuracy to report off of. Since there is traditionally no way to "balance" history tables, and given the additional detail en Questa requires, it is recommended that any financial reports needed prior to the Solution Go-Live, be generated off of the existing Legacy System.

S&S will work diligently with the Client to get the history as accurate as possible. • Manual adjustments will be needed until enQuesta billing history is established. • Unbilled meter readings.
• Deposits and prepayments - Note a conversion template is required for converting this information.
• Services (Service information relating to meters).
• Meter testing (Data relating to the meter testing system). • Backflow Devices (Backflow meter data from legacy backflow system). • GPS Coordinates.
• Service order history - 2 years (only summary data (e.g. Date, Event description, etc.) • Loans for PermitslNew services - Note a conversion template is required for converting this information.
: Credit history summary - Credit hIstory will be brought forward as a single credit score.

No additional credit score detail will be brought forward into credit history. The customer's credit history does have record of some events that may need to be brought into other enQuesta tables. This will be identified within the Legacy System Data Mapping discussions. (e.g. 2-year turn-off events are in the customer's credit history).

Data Not Being Converted
The following information will not be converted, but entered in by Client after the final conversion.

All other data not specifically mentioned will not be converted without a Change Order. • Payment plans, including installments.
• All outstandingfpending service orders.
• Inventory that includes:

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• Transformers, Valves, and Taps including but not limited to:
• Transformer inventory information
• Poles
• Lines
• Hydrants
• Corp Taps
• Curb Stops
• Main Line Valves
• Fire-line Valves
• Historical Meter Reading Notes.
• Historical non-billed reading (interim readings).
• Time and material history.
• Third Party Mailing Contacts/Addresses (ut270ap).
• Alternate Addresses with gaps in Months (ut211 ap).
• Deduct meter relationships.
• Billing/Financial history not specifically outlined in the above section Data To Be Converted (including rate tier distribution by bill, and any detailed pro-ration data which Legacy System may contain).
• Budget Plans
Note specifically that for metered services (e.g., water or electric) the legacy System breaks out bill history charges by service type, whereas enQuesta breaks out bill history charges by individual meters. In the legacy System, there can be multiple meters tied to a service, which means that there can be one charge tied to multiple meters. In these instances, we will convert this charge totaled by service to the first meter associated with that service (and leave the charge = 0 on the other meters tied to that service), given that there is no way to break out charges in the Legacy System at the individual meter level.

Premises and accounts will not be combined as part of this conversion. Examples of this would include taking multiple accounts, and merging them into one account. If the Client is able to identify unique attributes for customers/persons, then S&S will make every effort to combine as many customers as possible. This will allow a person to be on the system once versus multiple times.

Data Definition
All data fields will be defined either in the database (for Oracle and Access data) or in a separate data dictionary in electronic format or by a Legacy System document that contains at a minimum:
• Field name, matching field name in the data file provided. • Fieid iength.
• Business use of the data.
• Data type (e.g. text, numeric, date etc.)
• Data descriptions where it is not obvious or being used for a different description in the field name.
• Validation criteria: acceptable values and or valid numeric ranges. • Corresponding field names in the Legacy System user interface (UJ).

For fields that hold codes (Le. text or numeric values that have specific meanings). cross-maps between valid codes and their meanings will be provided in separate tables. files or reports.

Client Responsibilities:

Acceptable Data Formats & Transfer Methods
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The Client will provide all data files in one of the following formats:
• Oracle database tables
• Access database tables
• Comma delimited ASCII files with text strings to be enclosed within quotes and all timestamp and date fields in a consistent format
• Microsoft Excel spreadsheets or workbooks
The Client will transfer data to S&S In one of the following ways:
• FTP (preferred method)
• 4mm, 8mm, l TO or MagStar tapes using a method that is readable by AIX (tar). Tapes used are to be non-labeled tapes without header/trailer records. If multiple tapes are used, all tapes must be labeled according to the order in which they are to be used • CD-ROMs or DVDs for small individual files or MS Access databases If data is being pulled from multiple legacy Systems, the extracts provided will 'be in the same format, including column names and attributes. Backflow tables may be provided in Oracle tables if possible.

Clean Data from Legacy Systems
The Client will provide a list of open service orders during the Simulations and Go-Live events that will indicate all valid service orders that need to be entered into the new Solution. The Client will make every effort to eliminate all invalid orders from that list (Le., outdated, unscheduled future work, etc.) The Client will identify the transitional data that has been created from these pending orders so that invalid data is not brought across in conversion.

The Client will produce financial reports needed from the legacy System prior to the Solution Go­ Live. The Client should also maintain a copy of their legacy System or detailed reports in order to be able to access historical data other than consumption history since it will not be converted.

Specifically, as it pertains to AIR balancing, the Client will provide a) either a SQl query or simple report of total AIR for each customer and b) the standard legacy System trial balance report for each data cut. The reason for this is to ensure Legacy System trial balance report totals match the AIR provided to S&S in the data cut.

The Client will create and execute unit Test Plans to ensure validity of data extracted. The Client will identify data that does not meet data requirements of the data dictionary and will correct that data so that the files submitted to S&S only contain clean data. Examples of cleanup tasks for Client include, but are not limited to:
• ivianually correcting invalid information
• Writing off invalid transactions
• Removal of duplicate records
• Removal of obsolete records
• Correction of data that falls outside acceptable values including codes and ranges The Solution requires service premise address street names to be consistent and in a valid format. For the duration of the Project, kick out lists will be supplied to the customer on all addresses that do not meet the standards. The Client will be responsible for fixing this data in the legacy System prior to the Go-live period.

The Client will assist S&S in completing a Data Conversion Plan as further described below.

S&S Responsibilities:

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S&S will provide a Data Conversion Plan that will:
• Specifically list tasks that will require manual entry (automated conversions may depend on completion of manual conversion).
• Establish the number of pre-install conversions and dates to ensure conversion success. • Assign specific cutoff dates for old tables to be extracted and sent by the Client. • List supporting documentation needed from the Client to proof post conversion data, including cutoff dates in conjunction with data cutoff if applicable. • Create a list of data elements to be balanced with each conversion. • Detail the data validation plan.
• Assign responsibility to qualified S&S personnel and expected completion date for development of conversion programs.
• Assign responsibility and expected start and end date of testing process.

Within the Data Conversion Plan, S&S will develop a list of data elements to balance with each conversion. The following is a sample list of the types of data elements typically balanced in conversion in a project of this size and complexity. S&S and the Client will work together to build a mutually agreed upon list based on what is reasonable and possible in the Legacy System data and with the conversion process.
# of active accounts with meters by service
# of vacant accounts with meters by service
# premises
# installed and active metering devices
. # installed and inactive metering devices
# installed backflow devic es
AIR balances
Account balances (by account, by major service [Electric, Water, etc.]) Revenue associated with representative billing cycle(s) (Bill Parallel) Budget payment amounts and balances
S&S will support the Client throughout the data extract process with conversion SME's .

4.3.5 Reports (Base and Enhancements)
S&S will be responsible for the reporting strategy for the Client and reviewing the Legacy System reports with the Client to develop an approach of how to automate those reports.

A reporting document that lists all legacy reports and the needed versions of these reports in the new Solution will be developed. Part of the process will be to determine what reporting tool from S&S will be used to create the report.

Core Reports
The Solution includes core reports, based on industry best practices, which can be run directly from the Solution menus.

Enhanced Reporting
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For advanced reporting needs and ad-hoc requirements, S&S has proposed the Cognos 10 reporting solutions. S&S also has tools, which offer great flexibility and ease of use for accessing important information.

Executive Dashboard
An S&S Report Developer will work with appropriate Client Project Team members to provide administration and developer training to specified individuals. As part of the overall information delivery package, an S&S Report Developer will work with the Client Project Team members and develop approximately five (5) Custom Dashboard pages. The content of these custom pages will be custom reports that are well suited for delivery via the dashboard tool.

A dashboard page includes up to nine regions and should contain no more than six key performance indicators. Key performance indicators may be composed of single values or graphs or data lists. S&S will deliver and install the core dashboards. The S&S core dashboards focuses on key operational metrics of a utility's operations. The core dashboard includes the following:
• Financial I Accounts Receivable dashboard
• Billing I Revenue dashboard
• Billing Performance dashboard
• Debt Collections dashboard
• Customer Management dashboard
• Service Order I Operations dashboard
• Solution dashboard

4.3.6 Miscellaneous Scope Clarifications

4.3.6.1 Bill Printing Integration and Formats (InfoSend, KUBRA and WebConnect Integration)
S&S will design, develop and test a XML bill print file to be utilized with KUBRA and InfoSend or other third party of choice. Client and S&S will identify all source data to generate complex bills.

S&S will also create an image of the bill print online to represent the actual bill as close as possible. This is a generated bill that will contain all the fields on a customer's bill but may not be an exact duplicate in look and feel. Any additional fields, created by the bill print vendor (calculated fields, etc.) are not expected on the Solution generated bill.

4.3.6.2 Enterprise Service Bus (ESB) Integration
The Client will be responsible to install, configure, and implement an ESB that will be utilized by S&S and Client as the primary integration channel for the implementation of Solution. The Client and S&S will develop the integration points in MultiSpeak® Data Mode! Specification when applicable. During the Business Process Analysis workshops, the Client and S&S will review and agree upon all identified integration points, and develop Interface technical specifications. Prior to any integration development, the Client and S&S will agree upon the version of MultiSpeak®. All components of the Solution will utilize the ESB for data transport and management unless exempted by the Client. Any integration between enQuesta and WebConnect will not be done through the ESB.

The Client will be responsible to create ESB integration pOints for the Client's existing systems that require integration to Solution. The Client will be responsible to ensure the ESB is properly scaled, configured, and optimized to ensure the performance of the identified Solution developed integration pOints are not negatively impacted.

S&S will be responsible to verify and validate the correct data elements required for S&S developed integration points.

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4.3.6.3 Systems Innovators for City-wide Cashiering
S&S will be responsible to install, configure, and implement System Innovators central cashiering system (iNovah) that will replace the Legacy System cashiering module. iNovah will have the ability to record both Client utility and Client non-utility revenue streams and map the revenue to the appropriate General Ledger (GL) Codes. iNovah will utilize the TIBCO enterprise service bus as the middleware platform to integrate Client's other targeted financial systems (Le., integrate financial systems of ~ther departments of the Client in add~ion to the Public Utilities Department). iNovah will be the system of record for all collected Client revenues in both on-site and satellite stations. iNovah will integrate revenue collection business processes with the Client's financial system (CGI), permitting system (TidemarklAccela), and parking citation (Phoenix Group). For such departments of the Client without internal revenue collection systems, iNovah will be used.

S&S and the Client during the Business Process AnalYS'is phase will mutually agree to Interface specifications to the above cashiering subsystems.

S&S will be responsible to integrate iNovah with an in-house lockbox transfer for back office payment processing software called ItemAge. S&S will be responsible to integrate iNovah for bank deposits electronically via Check 21 in real-time. S&S will be responsible of Interface development and implementation of iNovah web services that will connect all Client collection sources (e.g., remittance processor, Check 21, ItemAge, over-the-counter, Internet, phone, etc.) with all Client's payment posting systems (e.g., customer information systems, receivable systems, general ledgers and treasury systems).
iNovah will accept secure file transfers from outside agencies in addition to E-pay online solutions within this Project. iNovah will Interface through the ESB to report all balanced revenues for each GL to CGI financial application. All reports (daily, monthly, quarterly and annual) will be accessible and available for print on demand or stored in PDF versions for future use by treasury, financial and or audit staff.

4.3.6.4 WebConnect
S&S will design, develop and test web features to be utilized by both Client employees and Client customers. Web features will include, but are not limited to: Bill display and print capability, portal to payment processing through Kubra or another third party, ability to view current and previous consumption, hyperlinks to available conservation programs and rebates, ability to display messages controlled by Client, links or display of blogs controlled by Client, ability to view next scheduled meter read date for applicable accounts, ability for customer to update certain information such as phone number and employer, ability for customers to send an email to Client or chat with Client employee, ability to request a one-time payment extension, ability to check the status of pending service requests, and ability to sign up for new residential service, move or terminate residential service. Application for new residential service includes screening customer for validation of identity and necessity of a deposit to be paid using a web portal furnished by Equifax or another third party.

4.3.6.5 MOMS Integration
The Client will be responsible to install, configure, and implement eMeter's MDMS solution called EnergylP® (EIP) which will be utilized by S&S and Client as the System of Record (SOR) for all the Client meter read data. The Client and S&S will develop integration points through the ESB between the two systems. The Client, S&S, and eMeter will gather during Business Process Analysis workshops to review and agree upon all identified integration pOints, business functionality requirements, and develop Interface technical specifications.

S&S will be responsible to integrate enQuesta utilizing eMeter Flex Synch specifications.

4.3.6.6 Public Works Billing
The Client's Public Utilities Department performs billing services for sanitation charges on behalf COA CIS REPLACEMENT ~ow 34
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of the Public Works Department. The charges include solid waste, street sweeping and sewer fees. Charges are billed together with the electric and! or water bill. Existing and new Public Work Department charges and changes will need to be processed through the Solution.

Client's Public Works Department also manages the service level for each multi-family building serviced by bins. Customers who pay for their trash service are billed through the MUN (multi­ unit number) program through the Legacy System. The MUN program consolidates and assigns the rate based on the volume of trash generated per dwelling unit per month. The purpose of the MUN system is to have an automatic function to update all customers a~signed to the particular MUN for adequate billing. The foregoing will be duplicating this effort within the S&S Solution.

In addition, there are several custom reports that support the Interface between eXisting Client billing and Republic Services that will need to be created within the S&S Solution.

4.3.6.7 OPower Integration
S&S will be responsible to integrate WebConnect with Kubra to expose a Uniform Resource Locator (URL) to OPower site for single sign on and single sign out. S&S will be responsible to meet all security requirements to meet the Client's security standards. Client will provide these security standards to S&S. The Client will be responsible to build integration points between OPower and S&S utilizing the ESB. S&S will assist the Client to data map the field requirements during the Business Process Analysis Workshops for integration development.

5.0 Implementation Methodology for Scope Delivery

5.1 General Description
The Project will use S&S's general implementation methodology. This Statement of Work explains key items that are considered critical to a successful implementation. In the event of conflict between the terms of this Section 5.0 and Attachment 2, the terms of Attachment 2 shall govern.

Implementation Roles and Responsibilities:

S&S will:
• Conduct Discovery Sessions
• Project Team Training
• Business Process Analysis workshops
• Install the Solution on-site at the Client
• Lead the Client through abbreviated Configuration workshop to determine target Configuration
= Provide minimum hardware sizing recommendations to Client • Provide consultation to Client on how to configure the Solution • Assist Client with unit/system level testing
• Participate on-site in the acceptance testing led by Client • Provide technical support and guidance before, during and after Go-Live event Client will:
• Actively participate in Configuration workshops
• Take ownership of S&S Configuration and documentation of Client's Configuration decisions as the Project progresses.
= Provide VPN access into environments for S&S Project Team members • Provide hardware and perform Configuration and connectivity testing • Provide order extracts from host systems for S&S's use during unit/system testing COA CIS REPLACEMENT SOW 35
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• Lead User Acceptance Testing
Client may determine that all features of the Solution may not be fully utilized at Go-Liv e because of the enormity of the Project and the learning curve to implement this new technology. Client will prioritize the order in which features and functionality are implemented to minimize issues at Go­ Live. Any features that have been delayed must be completed by the end of the post Go-Live period unless agreed to by both parties.

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5.2 High level Schedule
This chart represents the major activities and the planned timeline for those activities - , ." II =r:::r- - "--c:;: - r , I' . ' 9 9 ,. oJ e _ I 2! M..:-..2! ¥ : i"'; . . Cls l lmplem~ntation !
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.' ljJJ . . ..

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S!l ~"""'8IiIjJ~-"",,=~~",","=[ ~ ~JC .. ~i~~~;;;-;: .~] c f' -: . ~ -I : ii"o<J~ k::: , -;~
~
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,...,no....(:t-Ip
-" A:·
COA CIS REPLACEMENT SOW 37
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5.2.1 Project Phase Definitions
Management activities are ongoing throughout the Project. These activities are related to all Project delivery phases described below.

1. Management
The monthly process of updating the Project Schedule, creating status reports, participating in Steering Committee meetings and providing generally accepted Project management services throughout the Project.

2. Initiation
The Initiation phase is the first Project phase, includes Project start up activities, and defines the process of formulation, and articulation of business and technology strateg.ies for each work stream.

3. Business Process Analysis (BPA) and Design/Configuration this phase defines the detailed requirements for the Solution to be implemented along with the initial Configuration. Design is a critical phase; a strong well thought out design reduces risk and the likelihood of significant gaps later in the Project.

4. Business Process and Test Designs
The phase of the Project in which To-Be Business Processes are documented and Test Plans and customize test scenarios are developed for functional, integration, and User Acceptance Testing.

5. Training and Change Management
The phase of the Project in whiCh training plans and the Change Management plan are developed, customized training material is developed, and training is executed.

6. Data Conversion
All aspects of conversion design, development and execution.

7. Development
The phase of the Project including the development of the Modifications, Interfaces and reports.

8. Test Execution
The phase that includes the execution of functional, integration and User Acceptance Testing.

9. Deployment
Migrates the Client to the defined Solution. It includes activities used to transition business processes and technology solution elements to meet the defined enterprise value.

10. Post Implementation Support
Maintains and operates the Solution as developed in earlier phases. The key objective is to provide effective operations of both business and technical solutions within clearly defined parameters. This phase addresses Project activities that are performed after the Solution has been implemented.

5.2.2 Summary of Key Schedule Commitment Dates by Project and Phase COA CIS REPLACEMENT SOW 38
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Phase Will .·
Phase Sub-Phase Steps Included In Phase Not Start Until Initiation Initiation Planning Contracts have been signed and S&S and Client Project Managers Ordering the hardware are committed to the Project full time.

Initial Data Cut
Discovery / Analysis and Functional Worltshops - Discovery Initial Project Schedule for has been completed and accepted.

Analysis & Design - Core Team Training Analysis and design team is committed to the Project. All workshops Design I Business Review Existing Reports Analysis have been scheduled. Columns In the Functional Matrix will be Configuration Requirements Validate Custom Modifications, developed that identify-which workshop will document each Transactions and Interfaces Functional Matrix item.

Legacy Data Analysis
BPA Share documents and ideas Win not begin until the initial Project Schedule, Core Team training, Workshops Modifications and Interface functional workshops/discovery sessions have been completed and requirements accepted by Client. Core Team is committed to the Project.

Initial Conversion Data Mapping
Demonstrate processes on enQuesta
BPA document development
BRD document development
To-Be Process Design
Analysis and Functional Designs I Specifications Will not begin until the Business Requirements Document and the Design - associated To-Be Business Processes are delivered and accepted Business by the Client.

ReQuirements
Development Development Base Configuration Will not begin until all Business Requirement Documents, To-Be Additional Conversion Data Mapping Business processes are developed and accepted by the Client.

Client Functional Matrix items are mapped to the Business Requirements Documents and Validated that the Solution can fulfill these Functional Matrix requirements.

Development Technical Design (Modifications, No technical design or development of a feature or function will begin reports, dashboards and Interfaces) until the Client has accepted the associated analysis and functional Custom Code Development designs.
{screens, Interfaces, reports,
dashboards, forms, transactions,
letters, conversion)
Conversion Development (indudes
initial test conversions)
Business Test Planning Functional Testing development will not begin until the configuration Process and Functional Test Development review has been delivered and approved.

Test Design Integrated Test Development
UAT Test Development - Client
Deliverable - TBD
Test Execution Testing Functional Test Execution (includes Test Planning and Test Script development is complete.

Execution test conversion)lntegrated Test All custom code (Modifications, Interfaces, Custom Reports, etc.) will Execution Cycle 1 (~weeks)- be delivered and individually tested and accepted by Client prior to (Includes test conversion) the start of Integrated Testing.

Integration Test execution Cyde -1 will not begin until all development is complete and no more than 3 Priority 0 and no more Integrated Test Execution Cycle 2 (6- than 5 Priority1 defects are open.

S weeks) - (Includes test conversion)
UAT Test Execution (4Weeks) - if Integration Test Execution Cycle 2 will not begin until Integration required by Client and the Testing Cycle 1 has been signed off by Client There must not be responsibility of Client any Priority 0 or Priority 1 defects. (Includes test conversion)
Defect Tracking and Correction
User Acceptance Test (UAT) execution will not begin until Integration Simulation Testing has been signed off by CUent - if decided by and the responsibility of the Client There must not be any Priority 0 or Priority 1 defects.

Training & Training Training Planning Two weeks before the end of the Requirements Phase concludes.

Change
Management
Training Development To-Be process design and key functional designs have been approved by the Client Initial Configurations are complete.

Training Delivery All End-User training material develQl)ment must be completed.

Post Training Delivery N/A
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Data Data Analysis and Mapping Documents
Conversion Conversion Data Mapping Document
Development and Testing
Simulation (as many as needed)
Post Data Clean-up
Deployment Deployment Planning Client has signed off Integration Testing.

Deployment~aratlon Go-Live Solution win not be deployed until all Go-Uve criteria have been met.

Post Post- Post-Implementation Planning All non-post Implementation Deliverables will have to be signed off by Implementation Implementation Post-Implementation Support Client.

Support Deferred Analysis and Design
. Deferred Development
Deferred Testing
Deferred Training
Deferred Deployment
Project Close-down (includes lessons
learned)
Project Scope Management nfa
Management Schedule Management
Project Controls
Project Communipatlon
Staff Management
Risk ManaQement
Organizational Stakeholder Analysis nla
Change Communication Strategy and Plan
Management Communication Development and
Delivery
Change Readiness Assessment

5.3 Planning
These are recurring activities and Deliverables that occur weekly and monthly throughout the phases of the Project.

5.3.1 Activity - Status Reporting
Description
5&5, with assistance from the Client, is responsible for the development of the status reporting process for the Project. There are multiple reports required as defined in the Monthly Project Management Reporting Deliverable of this document. There are weekly activities, reports and monthly activities and reports required for this activity and Deliverable.

Entry Criteria
N/A
Deliverables
See Attachment 2
Completion Criteria
Delivery of scheduled monthly status reporting documents

5.3.2 Activity - Maintain the Solution Environments
Description
Multiple technical environments, in which components of the Solution, relevant third party applications, relevant databases, and Interface systems reside and are operable, will be needed COA CIS REF LACE ME NT f:.OW 40
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throughout the duration of the Project. As these are needed, in accord with the Project Schedule, they will be created and configured. This is a recurring activity and will occur during this phase and all subsequent phases.

Over the life of the Project, S&S will define and develop several Solution environments to include, at a minimum QA, Test/Training, and Production. S&S will create the first 3 (three) instances of the Solution environments, (during the first three installations the Client will monitor the installations and S&S will provide on-site or remote, when applicable, technical staff to train the Client so that Client staff learn how to ·configure and install any subsequent versions of the Solution or associated environments) and for knowledge sharing purposes will require Client to assume the responsibility for this activity from the production environment onward.

The Project work plan will identify the dates that additional environments are needed, to allow Client and S&S sufficient time to create and establish them and accommodate testing of the environments prior to being turned over to the ~est of the Project Team.

S&S will be available to assist and advise the Client on the process, and to confirm that each Solution environment is operational and ready for use.

The Client will verify each Solution environment to ensure that the Client's security standards policies are supported.

Entry Criteria
Hardware and network connectivity installed.

Initial installation of Solution completed.

Deliverables
See Attachment 2
Completion Criteria
All necessary solution environments for Go-Live are configured.

5.4 Initiation Phase

5.4.1 Activity - Construct Initial Project Documents
Description
S&S will develop the Project Charter with the Client. The Project Charter will define mission, scope, major Deliverables, high level Project Schedule, metrics (calculation and definitions), issue and risk management procedure, high-level landscape (environments), organizational chart, roles and responsibilities, and Project management.

A Project kick-off meeting will be held with the entire Project Team, including all identified full-time and part-time Project Team members and the Project Steering Committee. The Client Project Management Team and S&S Project Management Team jOintly provide an initial orientation overview using material based on the Project Charter.

Topics covered in the kickoff meeting may include:
• The Organization of the Joint Project Team
• The Reporting Structure
• Project Timeline, Plan overview
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• Resources, roles and responsibilities
• Key Project Milestones
• Critical Success Factors
• Project Charter
• Release of BPA Questionnaire to Client
• Release of Current State of Deliverables to Client
S&S will conduct a Project governance workshop with all Core Team members to explain how the Project Team members will work together as defined in this Project Statement of Work. A presentation document will be developed to facilitate the session.

Entry Criteria
Contract has been signed.

Deliverables
See Attachment 2
Completion Criteria
Kickoff meeting conducted.

Project Governance Workshop is held

5.4.2 Activity - Develop Detailed Project Work Schedule Description
S&S, with Client assistance, will develop a detailed Project Schedule in Microsoft Project. S&S is responsible for this Deliverable, with the Client's assistance. This is the Project Schedule that is revised and approved by the Client, and represents the starting point for the Project. Both parties will staff and provide resources to meet the schedule. This schedule will outline all tasks to complete the overall Project and have resources from S&S and the Client assigned and properly allocated based on the resources availability. Future Deliverables, such as functional specifications, technical specifications, code developments, and system test and training execution will be further detailed as the Project progresses since information needed is not completely available at this point. Work activities planned for the next (rolling) ninety days will be detailed as accurately as possible. This schedule will reflect the work to be performed and resource allocation from a weekly view. Available working hours in the schedule will also be reflected based on all parties involved in the Project's actual working hours. Client holidays and individual team members' vacations will be designated as non-working days for the individual resources calendar. Weekly maintenance of the schedule is addressed as part of the recurring Project management Deliverable.

In addition, the Knowledge Transfer Approach/Process Plan will be developed jointly during this activity. In general, the Knowledge Transfer process will apply to the Core Team of the Client. A template worksheet of a Knowiedge Transfer Agreement (KTA) will be developed to outline the major components of the Solution that each Client Core Team member will need to understand at the conclusion of the Project.

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The items outlined in the KT A document will be evaluated by S&S at key point throughout the Project to determine how the Client Core Team is progressing with the educational goals.

Entrv Criteria
NlA
Deliverables
See Attachment 2
Completion Criteria
The Project Schedule will be updated throughout the Project with additional details and completion information. If there is an approved scope change, the Project Schedule will be updated to reflect that change and a new baseline will be set.

5.4.3 Activity - Project Tracking
Description
This activity is the set-up of the Project Tracking Tools.

S&S and Client will document all tracking components, based on the Project Schedule, in the Project tracking tool to facilitate Project tracking. S&S and Client resources will gather data, update lists, configure tool settings and Deliverable metrics, load resources, and other activities to set-up the Project tracking tools.

The Client and S&S will set up the tools and will provide a training session for the Core Team, including members of the S&S Project Team.

Entry Criteria
N/A
Deliverables
See Attachment 2
Com pletion Criteria
The Client-provided Project Tracking Tool is usable by Project Team members and training has been provided.

5.4.4 Activity - Plan for the Core Team Training Infrastructure Description
The purpose of this activity is to allow the Client infrastructure staff to plan the installation of Hardware infrastructure to support the Solution or its deployment specific to the needs for the Core Team training.

The Client will plan the deployment of server Hardware and related infrastructure based on infrastructure requirements provided by S&S, sized to meet the needs for Core Team training.

This includes operating system, databases, application servers, and settings. As an alternative, S&S may provide the necessary hardware, database, and application on a demonstration system through the Business Process Analysis Phase.

Entry Criteria
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N/A
Deliverables
See Attachment 2
Com pletion Criteria
Approval of plan by Project Managers.

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5.4.5 Activity - Plan Project and Deployment of Project Infrastructure Description
The purpose of this activity is to allow the Client to plan the installation Hardware infrastructure to support the Solution or its deployment in accordance with the preliminary Project Plan.

The Client will plan the deployment of server Hardware and related infrastructure based on revised hardware Configuration requirements provided by S&S, sized to meet Performance criteria stated in Section 3. The Project Schedule will specify timing of various servers (project multi-instance vs. production use) and provision of data center resources (space, power, UPS, cooling, etc.).

Except for Hardware Configuration changes identified by S&S at the completion of the Testing Execution and Training phases, the Client and S&S will agree to restrict changes to the infrastructure used to support the Project and planned for production deployment. The basis for the infrastructure will be the description given by S&S and detailed in Section 3.0 of this Statement of Work. Any changes to this Configuration will use the Change Order process when changes are unavoidable (or as recommended by S&S to meet the Performance criteria), and have to be agreed upon by both S&5 and Client.

S&S will produce a Project and Deployment Infrastructure Plan, in the form of specifications, which will define the hardware, network and other ancillary software required for the Project.

Client will create detailed network diagrams with the support of 5&5 (development, test, etc. instances).

Entry Criteria
N/A
Deliverables
See Attachment 2
Completion Criteria
Approval of plan by Project Managers.

5.4.6 Activity - Establish Project Infrastructure
Description
The purpose of this activity is to install the technology infrastructure required to support the Project.

The Client will acquire, install and configure all the Client, networking, server and peripheral technology according to speCifications, consistent witi1 Performance criteria, to be provided by S&5. This includes, but is not limited to, the Project multi-instance server hardware, database, COA CIS REPLACEMENT SOW 44
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reporting and operating system software to operate the initial installation of the Solution and subsequent environments that will be used through the Project.

The Client will provide network communications from the Project site to the Client's data center (as deSignated by Client) with sufficient bandwidth to support Project activities.

The Client will provide appropriate connectivity for enterprise storage, enterprise backup hardware, software and media for all Project servers.

The Client will provide verified backup and recovery support for all Project environment infrastructure.

The Client shall support the installed infrastructure with support and direction from the S&S technical team members for the duration of the Project.

Entry Criteria
Completion of the Project Infrastructure Plan.

Deliverables
See Attachment 2
Completion Criteria
Client shall notify S&S when the Project infrastructure is in place and verified.

5.4.7 Activity - Install Solution
Description
S&S shall install the baseline product (out of the box installation) of the Solution (as described in Section 1.6 of this Statement of Work) at Client site, conduct the appropriate testing to demonstrate that the software and associated databases were properly installed, configured, set up, operational and ready for Project use.

In accordance with the Project Schedule, S&S shall have five (5) Client Business Days from each installation to make sure that the Solution was properly installed, configured, setup, is operational, and ready for use in the appropriate environments.

S&S will provide an installation checklist, which is a list of all software installation and activities that demonstrate and confirm that the software components are installed correctly. This does not include instructions or scripts for the set-up of enQuesta tables from scratch.

S&S will provide training on the Solution environment and the installation process.

Fntrv Criteria
Completion of installation of Hardware and software to operate the initial installation of the Solution.

Deliverables
See Attachment 2
Completion Criteria
S&S has demonstrated, to Client's satisfaction that the Solution can perform basic functions using test or sample data, excluding any function requiring an Interface or additional Configuration beyond that provided by the standard install.

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5.5 Discovery I Analysis & Design I Configuration

5.5.1 Activity - Conduct Discovery Workshops
Description
The purpose of this activity is the matching, at a high level, of Client business requirements in the Client Functional Matrix tabs to capabilities of Solution by the conducting of facilitated workshops.

In these workshops, Client and S&S will:
• Confirm and review all high level assumptions made by both Client and S&S • Present and review, at a high-level, with Client all functional requirement information available to date.

The Client will provide functionally knowledgeable leads, with sufficient expertise to complete their tasks. Client will provide business process documentation (if available), samples of screens, reports, letters, bills, etc. to help support the workshops as appropriate.

S&S will define the agenda and schedule of the workshops, with Client input.

S&S will facilitate these workshops.

These sessions last approximately two weeks.

The overall intent of these two-week sessions is to provide the S&S with a general understanding of the Cnent's business requirements in order to prepare for the detailed Business Process Analysis phase.

The output of this step is for S&S to use knowledge learned to build a demonstration system to be utilized in the BPA. Additionally, the demonstration will be used for Core Team training.

Entry Criteria
Installation of the hardware, Solution software, and database software.

Installation and certifICation of the base Solution.

Acceptance of Discovery Schedule
Deliverables
See Attachment 2
Completion Criteria
Completion of scheduled Discovery sessions.

5.5.2 Activity - Conduct Client Core Team Functional Training Description
S&S will deliver functional training to prepare the Project Team for the performance of assigned Project activities.

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The Client will provide a training room with at least twelve Client desktops to support the Project training activities, for up to twelve class participants and one trainer.

Functional training will consist of one to two week{s) of classroom training, which will be delivered by S&S. Training materials will be provided in softcopy. The Client has the right to use the training materials for all users for internal Client purposes.

Entry Criteria
Installation of base Solution
Deliverables
See Attachment 2
Com pletion Criteria
A total of 5-8 business days of training provided for up to twelve Client Core Team Members.

The Client accepts the Core Team training Deliverables.

5.5.3 Activity - Conduct Business Process Analysis Workshops Description
The purpose of this activity is the matching of Client business requirements in the Client Functional Matrix to capabilities of Solution by the conducting of facilitated workshops.

In these workshops, Client and S&S will:
• Confirm all the assumptions made by both Client and S&S • Demonstrate alternative ways of meeting the requirements, particularly taking advantage of the Solution's flexibility via application Configuration • Identify details needed to finalize the functional design of Interfaces, Modification, letters, reports and any other code changes required
• Confirm how the Solution will address each requirement from the Client Functional Matrix and any new requirement identified
• Conduct Data Mapping sessions for those -Data Mapping topics that tie closely to business process (e.g., client active codes, certain meter attributes, customer billing/penalty/collections rates, etc.)
• Conduct Modificationllnterface analysis sessions for identified Modifications and Interfaces
• Document all decisions and validations
• Formalize the concurrence and approval by Client
The Client will provide functionally knowledgeable Leads, with sufficient expertise to complete their tasks. These Client Leads will be available as needed throughout workshop and COA CIS REPLACEMENT SOW 47
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Configuration activities and will be given the authoritv to make decisions related to their area of expertise. Client will provide business process documentation (if available), samples of screens, reports, letters, bills, etc. to help support the workshops as appropriate.

S&S will define the agenda and schedule of the workshops, with Client input.

S&S will facilitate these workshops.

During the workshops, S&S will offer suggested process alternatives, intended to maximize the use of the functionality of the standard Solution while addressing the objectives of the Client, but avoiding custom development wherever reasonable. The Client will review the suggestions and decide at its reasonable discretion whether the changes are acceptable.

A list of potential Modifications will be created as part of each workshop.

During the workshops, As-Is Processes, and Procedures will be reviewed by the parties as they relate to the business requirements in the Client Functional Matrix and determine if requirements will be addressed by base functionality, Modification, report, or business process change. S&S will suggest business practices that will enable the Client to achieve the objectives noted above in an efficient manner, and which may be used as source material for the To-Be Business Processes.

S&S will conduct the workshops on the following guidelines:
• Design solutions for the desired state of the business rather than directly mapping to current needs and current practices
• Address critical business processes identified before seeking resolution on minor business processes
• Optimize efficiency by reducing process cycle time
• Use standard (baseline) Solution features, functions, and reports whenever possible • Identify work-around employing baseline functionality before deSigning and building a custom solution requiring an extension
• Communicate solutions to all constituent groups directly and indirectly affected by decisions made
@ When multip!e options are available, Client will choose the option that supports company goals or broad business areas rather than the option which satisfies the needs of a single department or user
These sessions last approximately ten-twenty weeks.

Entry Criteria
Installation of the Hardware and Solution.

Completion of Core Team Functional training.

Acceptance of Business Process Analysis schedule (high level agenda of events, people and location).

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Deliverables
See Attachment 2
Com pletion Criteria
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Completion of scheduled Business Process Analysis workshops.

5.6 Test Designs

5.6.1 Activity - Develop To-Be Business Processes
Description
Business Processes will be evaluated, documented and aligned for each department of Client.

Based on the requirements and analysis workshops conducted during the Business Process Analysis phase, S&S will document the following: 1) To-Be Business Process Flow Diagram 2) Detail of the workings of the business process, including manual and automated activities 3) Business process name, activities, responsible team, responsible role, activity dependencies, constraints, software module required, key decision points, software configurations required to set-up the activity/process, highlight major differences with the existing As-Is process, impacted reports, Modifications, and Interfaces, and 4) the relationship of foregOing 3 items to the Client Functional Matrix.

The Client will provide assistance to the S&S mapping effort to the software modules and Client Functional Matrix and Business Process Analysis Document.

S&S will develop the Deliverable called Complete To-Be Master Business Process List with Client's assistance and it will confirm the list of To-Be business processes that will be implemented as part of this Statement of Work. "High Level" processes will be completed at the end of this Phase. Processes will be updated with additional detail during and at the end of the Functional Testing activities.

Client is responsible, with S&S support, to define the approach for identifying specific knowledge management topics and how knowledge transfer will be tracked and managed throughout the Project for each Client Core Team member.

Entrv Criteria
Completion of Project Team Functional Training
Completion of Business Process Analysis workshops.

Concurrent start with Functional Designs for Modifications and Interfaces Deliverables
See Attachment 2
Com pletion Criteria
Each Deliverable within this activity will conform to the Acceptance Criteria defined in this Statement of Work.

5.6.2 Activity - Develop Business Process Analysis Document Description
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Following the completion of the Business Process Analysis workshops, S&S will document all mutually agreed to decisions made during the sessions in the Business Process Analysis Document. The purpose of this activity is to define how the Client's original functional requirements in the Client Functional Matrix, in Attachment 3, are being met by the Solution and how the Client's current business processes will be transitioned with the Solution.

Individual sections of the Business Process Analysis Document will be issued in draft form, as soon as possible, to allow Client sufficient time to review in detail and allow Client and S&S to agree on results from each workshop in anticipation of issuance of a complete Business Process Analysis Document containing results of all workshops.

At the start of the Business Process Analysis phase of the Project, the Project Managers will track hour buckets for use by the Client in identifying the final requirements to be defined in the Business Process Analysis Document. The bucket of hours will be called the 'Enhancement Bucket' and will be used to track any requirements that have dramatically changed in their definition from the functional matrix. The 'Enhancement Bucket' will also track when the Project Team uncovers any completely new requirements that are uncovered during the Analysis phase.

The 'Enhancement Bucket' will initially contain seven hundred and fifty (750) hours. At the end of the Project, any unused hours from the Enhancement Bucket above seven hundred and fifty (750) hours will be credited back the Client using the S&S blended hourly rate listed in Section

6.4.1. Exhibit 1 CIS Modification Delail and CIS Interface Detail worksheets contain hours associated with work to be performed by S&S. During lhe Business Process Analysis Workshop process, should any of the work from Exhibit 1 CIS Modification Detail and CIS Interface Detail worksheets be deemed unnecessary by the Client, those hours will be added to the Enhancement Bucket.

Any Enhancement Bucket hours not allocated after the Business Process Analysis process is complete will remain available to the Project until the end of the Project. Among other things, the Enhancement Bucket hours will be used from the Enhancement Bucket when the Project Team uncovers any completely new requirements that are clearly not identified in the Client Functional Matrix. Except for deletion of Services performed by the Client, any change to hours, the Services, or Client Functional Matrix will require a Change Order to account for the adjustment.

Change Orders will be made in accordance with Section IV of the Information System Agreement and Section 6.4 of this Statement of Work.

After the completion of Business Process Analysis workshops, if S&S determines that certain Modifications are revised so that additional hours are required, S&S will honor their original proposed Fixed Price as listed in this Statement of Work in accordance with the requirements definition in the Client Functional Matrix (Attachment 3); provided, the Enhancement Bucket hours have been exhausted. Each change to the Modifications will be captured in the Business Process Analysis Documents and will also require a Change Order to account for the adjustment.

The Business Process Analysis Documents will outline all components that will be included in the Project going forward, and is a summary of the decisions made in the Business Process Analysis workshops.

The Business Process Analysis Documents will identify each component for development and Configuration including: Modifications, letters, reports, Interfaces, portals, etc.

The development of the Business Process Analysis Documents will begin as soon as decisions are made in the Business Process Analysis workshops and are documented.

All requirements reviewed in Business Process Analysis workshops will be documented (by area) for the Client. During the Clienfs review of the draft Business Process Analysis Documents, responsible persons for each area from the Client will have opportunity to review each COA CIS REPLACEMENT SOW 50
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requirement and evaluate how S&S recommends addressing each requirement. End result for each requirement will be an "accepted" by the Client or removal as "not needed". The Client is responsible for obtaining internal approvals of the Business Process Analysis Document in accordance with the Deliverable Acceptance Process (see Section 6.9.2). If additional time is needed; the parties will address changes to the services performed or additional time through the Change Order process set forth in Section IV of the Information System Agreement and Section

6.4 of this Statement of Work.

Entrv Criteria
Beginning of Business Process Analysis Workshops
Deliverables
See Attachment 2
Completion Criteria
Approved Business Process Analysis Document in accordance with Acceptance Criteria established in this Statement of Work.

5.6.3 Activity - Develop Testing Strategy and Integration Testing Plan Description
This activity is the process of defining the overall testing approach for this Project, which will be documented in the Testing Strategy I Plan Document. This document will identify, at a high level, all phases of testing, along with goals, timeframes, proposed resources, and materials for each phase. S&S will create a Testing Strategy I Plan Document to show the roadmap for planned testing phases including relationship to other Project activities.

This strategy will not replace detailed Testing Plan, which will be developed later in the Project for Integration Testing, Performance Testing, and pre-Production testing.

Entry Criteria
Completion of Business Process Analysis workshops
Deliverables
See Attachment 2
Completion Criteria
Approved Testing Strategy I Plan Document in accordance with Acceptance Criteria established in this Statement of Work.

5.6.4 Activity - Develop Functional Testing Scripts
Description
The Client will lead the development of the Functional Testing Scripts with S&S support.

The purpose of this activity is to define the details to be used in Functional Testing, as defined in the approved Testing Strategy I Plan Document.

S&S wili provide sampie Test Scripts in eiectronic format if possible.

The Client will develop the specific Test Scripts addressing the Configuration.

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S&S will provide support, advice and assistance in updating and developing new Test Scripts as required, leveraging knowledge and existing Test Scripts from previous Project implementations.

Client will provide the Test Scripts to S&S to review, but S&S approval is not required.

Detailed testing schedule will be finalized from the proposed schedule in the Testing Strategy I Plan Document.

Entry Criteria
Completion of the Initial Configuration Acceptance
Deliverables
See Attachment 2
Completion Criteria
All Functional Matrix items are identified and a scenario has been developed for the Client Functional Matrix and all Business Process Analysis Document components.

5.6.5 Activity - Develop Integration Test Plan
Description
The purpose of this activity is to develop an Integration Test Plan that will identify the elements necessary to complete a successful Integration Test. The goal of Integration Testing is to confirm that the delivered Solution performs as specified in the already approved Business Process Analysis Document and Client Functional Matrix. All scope items will be completed prior to the start of first phase Integration Testing, the scope types of which are described below:

Configuration
Modifications
Interfaces
Reports
Converted Data
The first phase of Integration Testing will employ converted data.

The Deliverable will document:

1. Components to be covered by Integration Testing in each phase

2. Data to be used for each phase I component

3. Roadmap for the phases and tasks

4. Individual tasks and activities

5. Roles and responsibilities of all participants, including technical support of environments

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7. Material and environment requirements for Integration Testing

8. Method to identify, classify, track and correct defects identified during Integration Testing

9. Test case format and criteria

10. Summary of key components of test cases I scripts
11 . Test incident tracking methodology, including triage, escalation and metrics

12. Completion Criteria
Entry Criteria
Acceptance of the Testing Strategy I Plan Deliverable
Acceptance of the Business Process Analysis Document
Acceptance of all the functional specifications
Development of all the To-Be Business Processes
Deliverables
See Attachment 2
Completion Criteria
Integration Test Plan approved by Client in accordance with Acceptance Criteria established in this Statement of Work.

5.6.6 Activity - Develop Integration Test Materials
Description
The purpose of this activity is to define the details to be used in Integration Testing, as defined in the approved Integration Test Plan.

The Client ¥viII develop the specific Test Scripts addressing the Ciient configuration, and the modified objects that have been developed for the Client and in the format defined in the approved Integration Test Plan.

S&S will provide support, advice and assistance in developing Test Scripts, leveraging knowledge and existing Test Scripts from previous Project implementations. Client will provide the Test Scripts to S&S to review, but S&S approval is not required.

Detailed testing schedule will be finalized from the proposed schedule in the Integration Test Plan.

Entrv Criteria
Approved Integration Test Plan
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Deliverables
See Attachment 2
Completion Criteria
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Approved Integration Test Scripts and Test Execution Schedule in accordance with Acceptance Criteria established in this Statement of Work.

5.7 Training and Change Management

5.7.1 Activity - Develop Training Plan
Description
This activity develops a training approach that outlines learning goals and objectives for major target audiences. The Client will develop a Training Plan, based on the Training Needs Assessment Deliverable.

The Training Plan develops a learning program for Project implementation, which includes:
• Train the trainer training
• Population of End-Users to be trained
• Proposed curricula for each group of End-Users
• Proposed proficiency metrics
• Proposed high level schedule
• Training materials
• Roles and responsibilities
• Facility requirements
Entrv Criteria
Approval of the Training Needs Assessment
Deliverables
See Attachment 2
Completion Criteria
Client approved Training Plan in accordance with Acceptance Criteria established in this Statement of Work.

5.7.2 Activity - Develop End-User Training Materials
Description
S&S will provide a complete set of generic End-User training materials for the Solution.

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The Client will provide End-User training materials that are tailored to the Client's To-Be Business Processes and the Solution as configured for the Client.

Entry Criteria
Approved To-Be Business Processes
Approval of Initial Configuration by the Client
Approval of the execution of the Functional Testing
Deliverables
See Attachment 2
Com pletion Criteria
Completed training materials for each business process.

5.7.3 Activity - Prepare for End-User Training
Description
This activity addresses the tasks that are necessary before End-User training can begin, as defined in the approved Training Plan. Two weeks of training for the Client Trainers is provided.

The first week will focus on business practices and processes within the Solution and the second week will discuss training best practices in addition on how to best educate the End-Users specific to the software topic training issues, such as recommended labs, data preparation, expected issues and concerns from the End-Users.

S&S will provide the base training materials for the Solution. These materials will be delivered in Microsoft Word format so the Client can modify these documents. The Client trainers will develop supplemental materials in the form of lab exercises, with support from S&5, who will provide sample lab exercises for each major functional area, which the Client may modify for Client specific Configuration. Client trainers will create any data needed for End-User training to implement the Training Plan.

S&S will provide support and expertise for the Client in this activity. The Client Training Lead will develop the detailed training schedule with support from both the Client Project Team and the 5&5 Project Team. The Client will be responsible for scheduling End-Users, material duplication and training facilities. The Client will be responsible for furnishing the Solution training environment, including back up and refresh capability, with support from S&5. An End-User Assessment Questionnaire will be developed for each End-User course. This questionnaire will have approximately fifteen to thirty questions to gain a general understanding of the End-Users understanding of the material presented.

Entry Criteria
Approval of the Training Plan
Completion of documentation of the To-Be Processes
Creation of the End-User Training Materials Deliverable Deliverables
See Attachment 2
Completion Criteria
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Completion of train the trainer sessions
Training environments ready for End-User training, with training data (S&S and Client) Training invitations issued to End-User attendees.

5.7.4 Activity - Deliver End-User Training
Description
This activity addresses the execution of the End-User training activities as defined in the approved Training Plan. The Client trainers will deliver the End-User training. Client personnel participating in the Solution End-User training will successfully complete all training pre-requisites, if any are recommended in the Training Plan, prior to scheduling Solution training sessions. S&S will provide on-site support for training. End-User training classes will have an S&S resource attend the classes to support the Client trainer as needed.

Entry Criteria
Training invitations issued to End-User attendees.

Deliverables
See Attachment 2
Completion Criteria
All scheduled End-Users have either been trained or did not attend scheduled session(s).

5.8 Data Conversion

5.8.1 Activity - Develop Data Conversion Plan
Description
This activity will define and create the Data Conversion Plan that will be used for the Project.

Following the initial review of ·the Client's legacy Systems, S&S, with Client's cooperation, will develop the Data Conversion Plan and will define the approach and the strategy for migrating the legacy Systems' data into the new Solution. This strategy will address the following topics:
• what data will be converted systematically
• what data will be converted manually
• how much and what type of historical data will be converted (currently planned for a minimum of three years of history)
• proposed timeline for test conversions
• define the proposed storage and access method for data that is not converted • how conversion related issues would be tracked and resolved once they have been identified.

Legacy Systems to be converted and/or implemented are:

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• SunGard Public Sector Naviline 6.0
• City-wide cashiering
• Mobile Work Management (Mobile Lite)
• Water budgets
• Conservation programs and management
• Reporting. ad-hoc reporting. and executive dashboards • Red Flag management
• Backflow management
The Data Conversion Plan defines detailed processes and tools that will govern the conversion process for Data Mapping. data cleansing. technical design. development and testing. The document will:
• Contain a roadmap of current data repositories included in the Project conversion landscape
• Define timing for when data cleansing will be complete as well as the amount of historical data that will be converted
• Define the specific conversion tasks that will be conducted by the Core Team. • Defines the process Client will utilize to cleanse the Legacy System data including the tools that will be used in the process and the areas of the Client's organization that need to be involved in the process.
" Define procedures that will be used to validate the conversion success and to identify data conversion problems. These verification and control procedures will describe how the data will be validated with data record counts as well as financial balancing of all key financial components (for example revenue, adjustments. deposits. etc.) Client will lead the cleansing effort. with the advice and recommendations from the S&S Conversion Lead.

Entry Criteria
Identification of data sources.

Deliverables
See Attachment 2
Completion Criteria
Approved Conversion Plan in accordance with Acceptance Criteria established in this Statement of Work.

5.8.2 Activity - Document Data Mapping
Description
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S&S and Client will develop technical specifications that address Extract and Load processing which delivers Legacy System data into Solution tables, as designated by S&S. The Client will assist S&S by providing sufficient information about the content and meaning of Legacy System files and data elements. The Client will also disclose known data problems in conversion data supplied from the Legacy System. The Client will also identify and develop workarounds for known data problems either before conversion or S&S will correct after conversion based on mutual agreement.

S&S will also prepare a Conversion Design Specifications I Detailed Data Mapping. The Client will provide sufficient information to assist S&S to prepare this material.

The technical specifications document defines the Data Mapping between the Legacy System and the Solution as well as the data that are missing from a Legacy System perspective and Solution perspective and the method for resolving the data gaps. The Conversion Design Specifications I Detailed Data Mapping document will include a high level description of any custom data manipulation needed.- Each field for all applicable Legacy System tables will be mapped to the Solution tables and fields.

Conversion Design Specifications I Detailed Data Mapping will be developed by S&S. These define the Data Mapping, data definitions, file formats, and report formats for: the "upload" conversion program, audit control reports, financial balancing, and error reports.

Conversion Design Specifications (Legacy System) will be developed by the Client. These define the program logic, data elementslfile formats and program logic for the Extract and Load for S&S.

These output file formats will be mutually agreed to by the Client and S&S.

Entrv Criteria
Start of the Data Mapping workshop.

Deliverables
See Attachment 2
Completion Criteria
Conversion DeSign Specifications I Detailed Data Mapping have been approved by Client in accordance with Acceptance Criteria established in this Statement of Work.

Conversion Design Specifications I Detailed Data Mapping will continue to be amended due to the development of Configuration and the results from various testing phases. Conversion Design Specifications I Detailed Data Mapping will not be finalized until Go-Live.

5.8.3 Activity - Develop Automated Conversion Processing Description
The purpose of this activity is to code and unit test the necessary Extract, Transform, and Load (ETL) processing and to conduct conversions. Data conversion programs will be developed and tested. Mock conversions will be planned and conducted and the results evaluated for accuracy and timing according to the Conversion Plan Deliverable.

When possible, S&S may resolve known data problems using conversion programs, as documented during Document Data Mapping and as agreed in section 5.8.2 of this SOW.

The Client will maintain all infrastructure, including communications, for the Legacy System that will supply conversion data.

The Client is expected to supply relevant Legacy System data from all systems, in S&S format specific files. It is assumed that, if converted data is originating from more than one Legacy COA CIS REPLACEMENT SOW 58
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System, the Client will be responsible for consolidating this data prior to making it available to the S&S Conversion team.

With respect to the Legacy System, the Client will further assist with Data Mapping, document review, conversion functional design, conversion testing, or any other conversion related task that will help create a successful data conversion and implementation.

S&S will be primarily responsible for designing, developing, and inspecting audits of converted data (with the Client assistance).

The S&S Conversion team will be responsible for running conversion load programs, unit testing and to present data to the Client test team for review and verification.

The Client will provide resources as required to verify the accuracy of converted data against the Legacy System.

No readings will be "in flight; i.e. in the meter reading download/upload process at the time of conversion.

S&S will provide procedures and guidance for correcting data in the Solution, both during implementation and after Go-Live. S&S will provide recommendations for automated data corrections based on S&S's knowledge of the application data referential integrity requirements to ensure that the Client's implemented data corrections do not create problems.

Conversion Code Extract (Legacy System) encompasses the completed programs for the extract of data from the Legacy System application. All elements for conversion have been developed based on the approved Data Mapping Deliverable.

Conversion Code Loads (Solution) encompasses the completed programs for the import of data from the Legacy System to the Solution. All elements for conversion have been developed based on the approved Data Mapping Deliverable.

Entry Criteria
Approval of Initial Data Mapping
Deliverables
See Attachment 2
Com pletion Criteria
The partial conversion is completed and results approved by Client in accordance with Acceptance Criteria established in this Statement of Work.

5.8.4 Activity - Execute Full/Partial Conversion Test
Description
As described in the Data Conversion Plan, S&S will test the conversion processing along with assistance from the Client.

Once the conversion processing is unit tested, S&S will execute test conversions of all data to be converted. Full conversions will be performed regularly throughout the Project, according to a schedule mutually agreed between S&S and Client.

Client staff assigned to review converted data will review converted data, comparing the data converted into the Solution with the data in the Legacy System, using the Data Mapping documents as a roadmap for data verification by Client.

Conversion testing also attempts to identify issues that may cause data to be converted incorrectly or that may be omitted during the conversion process. It is anticipated that additional data conversion issues will be revealed during subsequent testing activities as the converted data is used with the Solution in Integration Testing and UAT.

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The Data Conversion Plan will define how conversion related issues would be tracked and resolved.

Execute Conversion (First Partial Data Conversion) encompasses the successful data conversion of all data elements from the Legacy System to the Solution and successfully complete the Conversion Confirmation Balancing Process.

Entrv Criteria
Acceptance of the Conversion Plan Deliverable .

Availability of Automated Conversion Processing.

Deliverables
See Attachment 2
Com pletion Criteria
The partial conversion is completed and results approved by Client in accordance with Acceptance Criteria established in this Statement of Work.

Conversion Testing continues until Cut-Over.

5.9 Development Phase

5.9.1 Activity - Develop Business Requirements Document (Functional Specifications for Modifications, Interfaces and Portals) Description
During this phase, S&S will develop Solution Functional Design Specifications for the modified objects as defined in the Business Process Analysis Document. These specifications will be based upon the information obtained during the Business Process Analysis workshops and supplemented with information provided by Client staff during this phase. It is understood that some minor modifications will not require a detailed functional design. It will be under S&S's discretion to decide which Modification will require detailed functional specifications.

The Solution Functional Design Specification for each modified objects will contain functional designs. Test case(s) for each modified objects (screen/form, user exit, workflow and batch program) will not be provided to the Client. S&S will work with Client to develop test cases and an appreciation of the impact'analysis/training class for each Modification.

Entrv Criteria
Completion of Business Process Analysis workshops
Acceptance of Business Process Analysis Document
Deliverables
See Attachment 2
Completion Criteria
Functional Design Specifications approved by Client in accordance with Acceptance Criteria established in this Statement of Work.

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5.9.2 Activity - Report Design and Specifications
Description
During the Business Process Analysis workshops, the Client and S&S will have reviewed the Legacy Master Report and Letter Catalog provided by the Client. The Client will identify any reports which are required for Go-Live based on outside or organizational reporting needs and S&S will identify reports which other clients have needed at Go-Live.

Client and S&S will agree on reports to be developed for Go-live, as well as which party will be responsible for development of each report, portal or letter.

In the workshop the Client will list all current Legacy System reports. Both parties agree to map­ out existing reports against the new reports list within Solution. Ones that do not map, the procedures, listed below, will be followed.

During this phase, the Client and S&S will develop a Report Designed Specification for each of the reports, portals and letters for which they are responsible. These specifications will be based upon the information obtained during the Business Process Analysis workshops and supplemented with information provided by Client staff during this activity.

S&S will review Client Report Design Specifications for Solution accuracy.

Based upon a review of the Legacy Master Report and Letter Catalog, a single Updated Master Report and Letter Catalog will be developed. This document will list all needed reports (both batch and ad-hoc) to be used as part of daily, weekly, monthly business production. The Updated Master Report and Letter Catalog will be used to aid S&S to identify new reports (from Solution) that will replace the existing Legacy Master Report and Letter Catalog and to determine new reports that need to be developed as part of the implementation of the Project.

S&S agrees to the production of twenty-five ad hoc Cog nos 10 reports, which will be selected by the Client.

Entry Criteria
Completion of Business Process Analysis workshops
Initial Master Report and Letter Catalog (report analysis spreadsheet) Deliverables
See Attachment 2
Com pletion Criteria
Report specifications approved by Client in accordance with Acceptance Criteria established in this Statement of Work.

5.9.3 Activity - Develop Interface Programs
Description
The purpose of this activity is to code and unit test Interface Programs. The Interface Programs will be based upon Solution Functional Design Specifications:

The Deliverable will be the completed code for each Interface Object (Programs that require send/receive data interchanges with third party applications and the Solution), including documentation that program/executable code for each development object that has been developed, successfully unit tested and delivered, based on the Solution Functional Design Specifications. A transportability test will be conducted by S&S that will be a high level review before submitting to the Client for formal testing.

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S&S will address and resolve all of the unit test Incidents that pertain to Interfaces or Solution components, which are caused by the Solution side of the Interface.

Client will address and resolve all test incidents that are not part of the Solution. The exception will be those agreed upon by a Change Order.

S&S will deliver the Interface files to the Client's specified Interfaces identified in Exhibit 1 CIS Interface Detail worksheet. This technology may utilize the Web Services technical approaches to the design and development of the Interfaces. As part of the Web Services deSign, Client will identify workflow items for the Interfaces to comply with Web Services (such as data routing, messaging requirements, etc.). This technology will also require the Interfaces to import and export XML data.

The Client and S&S will mutually agree to the transport mechanism (e.g., JMS, HTTP, etc.).

S&S and Client will mutually agree to the usage of the Client's internal standards for using Web Services and the associated technologies and methodologie s for these tools {naming conventions etc.}.

Entrv Criteria
Completion of specifications for Interfaces
Deliverables
See Attachment 2
Completion Criteria
Operational Interface programming for the Solution side of each Interface identified in Exhibit 1 CIS Interface Detail worksheet.

5.9.4 Activity - Develop Solution Modified Objects
The purpose of this activity is to develop and unit test a!! Modifications to the Solution to satisfy the functions specified in the final approved Business Process Analysis Document and Solution Functional Design Specifications.

S&S will develop the modified objects to the Solution. These modified objects will be built as defined in the Client approved Solution Functional Design Specifications.

All enQuesta modified objects will be moved to en Questa and therefore will not require future upgrades to that Modification in the future.

Entry Criteria
CHent approval of individual functionai specifications
Completion of S&S developed technical specification
Deliverables
See Attachment 2
Completion Criteria
All components defined in the functional specifications are delivered to the Client. Each Modification must have been successfully tested by the Client to ensure compliance with the Solution Functional Design Specifications.

5.9.5 Activity - Develop Reports
Description
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The purpose of this activity is to develop and unit test the reports, letters and query portals, which were mutually agreed to, that are needed for Go-live. In addition, some reports may be scheduled for a phased delivery over the post Go-live support phase, if the Client approves.

The Deliverable is the Completed Code for each Modified Report Object (Printed Business Reports or query portals), including documentation for the program/executable code for each development object, successfully unit tested and delivered based on the report specifications.

This Deliverable will function in accordance with associated specification documentation.

S&S will conduct transportability test that will be a high level review to make sure all objects execute and are ready for formal testing by the Client.

S&S will develop and unit test the reports for which S&S is responsible.

Client will develop and unit test the reports for which the Client is responsible.

S&S will provide updated Report Design and Specifications with technical information to support the maintenance of reports in the future for the reports for which S&S is responsible.

The Client will provide updated Report Design and Specifications with technical information to support the maintenance of reports in the future for the reports for which the Client is responsible.

S&S will advise the Client on industry practices related to performance tuning (database tuning, index management, application configurations, memory allocations and other reporting environmental factors) to achieve desired performance for all reports. The intent of this tuning is to minimize user wait times for report processing without degrading performance of the Solution.

Client will define and configure the reporting environment to minimize the performance impact to users performing on-line transactions.

Entry Criteria
Approval of individual report specifications
Deliverables
See Attachment 2
Completion Criteria
All reports defined in report specifications and delivered and accepted by the Client.

5.9.6 Activity - Design and Build Batch Processes
Description
In this activity, the Solution scheduling software will be configured to perform the required batch operations.

The Solution baseline documentation contains the sequencing, dependencies, and parameters for all standard Solution batch applications, which S&S will configure based on Client requirements.

The Client will use the scheduling software to manage all batch processing. S&S will be responsible for building appropriate entries in the Batch Scheduler for all proposed batch processes. S&S will educate the Client on the Batch Scheduler software regarding all aspects of the functionality.

Processes available in the Batch Scheduler:

Billing Processes:
• Billing validation
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• Pre-Billing exception process
• Calculation
• E-Bill calculation
• Bill Printing
Collection Processes:
• Notices
• Del!nquencies
• Penalties
• Credit fund transfers
• Installments (promise to pay)
• Shut-Offs
Back Office Processes:
• General ledger
• Trial balance
Entry Criteria
Completion of functional and technical specifications
Deliverables
See Attachment 2
Completion Criteria
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Batch processes created for Solution and successfully tested by Client.

5.9.7 Activity - Develop Initial Configuration
Description
The purpose of this activity is to enter Configuration settings into, and perform initial configuration test of, the Solution. Configuration will be driven by decisions documented during the Business Process Analysis workshops.

S&S will lead and manage the Configuration activities, with participation and support by the Client functional and technical teams. The Configurations will be developed hand in hand with the Client to facilitate knowledge transfer.

The initial Configuration of the Solution will be developed in conjunction with the Client.

Responsibility for maintenance of the Configuration is transitioned to Client with support from S&S after Functional Testing.

S&S will deliver a Initial Configuration Document (only for the most frequently updated tables - see Deiiverable 5.9.8) that includes the mosi updated Configuration information related to the Solution when the initial Solution configurations are completed. From that point until the Solution "Go-Live" in the Client production environment, the Client will be responsible for maintaining the Initial Configuration Document with support from S&S staff. Following Go-Live, the Client is solely responsible for maintaining the Initial Configuration Document with S&S support.

The source for the Configuration settings is the Solution Configuration & Change Log Document prepared as an artifact of the Business Process Analysis workshops. This document will be used to initiate Solution configuration tables. The configuration settings will be confirmed by a combination of inspection and use of the Solution.

The Business Process Analysis Document defines the Client specific data values for each S&S configuration tables as applicable.

Entry Criteria
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Completion of the Business Process Analysis workshops.

Deliverables
See Attachment 2
Completion Criteria
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Initial Configuration Document is delivered to the Client and approved in accordance with Acceptance Criteria established in this Statement of Work.

5.9.8 Activity - Design and Configure Application Security Description
S&S will build the Security Profile Log.

S&S will lead this process with the Client's cooperation. The document will identify all users and roles for security, and S&S and the Client will work together to produce the Security Profile Log that contains a listing of access, User 10 and groupings. Modifications regarding security enhancements will also be identified as part of this process. Security levels to specific End-Users will be identified. The document will: 1) List and describe all user types with user groups that will require access to the Solution; 2) List and describe all named users and their various levels of access needed to the Solution; 3) Describe set-up for each user 10 requiring access to the Solution within the application based on their role and their needed access to the Solution; 4) List each S&S screenlform and inquiry or edit access by user group. It's the Client's responsibility to determine which users are assigned to which group on the advice of S&S.

In addition, S&S will conduct a workshop for up to a full day to review how the security configurations are designed and implemented. This workshop will also review how the Client can move these configurations to other Solution environments.

S&S will also lead the Configuration process for the security set-ups based on the documented Client End-User set-ups. At the conclusion of the Configuration, each Client End-User's role will be configured for use within the Solution.

Entry Criteria
To-Be Business Processes
Deliverables
See Attachment 2
Completion Criteria
Security entries for each End-User have been configured in the agreed to environment.

5.9.9 Activity - Document Revised Production Environments Description
S&S will produce updated Requirements for production environments document that will contain revised technical requirements for the production environment.

This document will outline what is required for S&S to meet the Performance criteria.

Entry Criteria
Development Activities are Complete.
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Completion Criteria
Production environment Deliverable accepted by Client.

S.10 Test Execution

5.10.1 Activity - Execute Functional Testing Scripts
Description
The Client will lead the execution of the Functional Testing Scripts with S&S's cooperation. The pass I fail of each Test Script will be logged and managed by Client.

Entry Criteria
Acceptance of the Configuration unit testing
Acceptance of the Functional Test Scripts and the expected results Deliverables
See Attachment 2
Completion Criteria
All Functional Testing Scripts executed.

All Client Functional Matrix Items have been tested. Client must have all functional items defined in the Test Scripts.

S&S will correct all Priority 0 and Priority 1 defects prior to the start of the Integration Testing, unless mutually agreed.

5.10.2 Activity - Execute Conversion Test
Execute Test Conversion-Partial. Anticipate: No history.

Execute Test Conversion-Full. Anticipate: Full data.

Additional activities may be conducted for additional data conversions until the verification and control procedures are successfully completed in accordance with the approved Data Conversion Plan and the Integration Test Plan Deliverables.

Entry Criteria
Acceptance of the Configuration unit testing
Acceptance of the Functional Test Scripts and the expected results Deliverables
See Attachment 2
Completion Criteria
Test Conversion-Full is completed and results approved by Client in accordance with Attachment

2. Conversion testing continues until Cut-Over.

5.10.3 Activity - Execute Integration Testing
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Description
There will be two phases of Integration Testing, with the following items tested in each phase.

Phase 1 -Integration Testing includes
• All Modifications approved in the Business Process Analysis Document • All Interfaces approved in the Business Process Analysis Document • All Reports identified in the Updated Master Report and Letter Catalog • All Configurations approved in the Business Process Analysis Document • Configured batch cycle settings
• All scope items defined in this Statement of Work
Phase 2 -Integration Testing includes on the Production system:
• Successful completion of all Phase 1 items
• All Modifications approved in the Business Process Analysis Document • All Interfaces approved in the Business Process Analysis Document • All reports approved in the Document identified in the Updated Master Report and Letter Catalog
• All Configurations approved in the Solution Configuration & Change Log Document • All security items approved in the Security Profile Log • Configured catch cycle settings
• Includes a Mock Cut-Over
• All scope items defined in this Statement of Work.

During this activity, Client and S&S staff will execute the Integration Test Plan and Test Scripts according to the approved testing schedule.

Client will execute Test Scripts to determine the degree to which the Solution meets and fulfills the requirements as documented in the Business Process Analysis Document. S&S will support the testing activity by reviewing test results, proposing resolutions to problems, implementing approved resolutions to problems caused by S&S, correcting defects caused by S&S and amending affected specifications and related Deliverables. Client will manage the Hardware.

S&S will manage the Solution with the assistance of the Client.

Client will conduct tests in accordance with the previously defined Test Scripts and Project Schedule. Client will document incidents that are encountered during test execution. Incidents will be assigned an initial priority by the Client. Client and S&S Project Managers will review the priority and, if necessary, mutually agree to reset the priority. For any test that results in an error or incident, the Client will retest the resolution provided by S&S as many times as needed to validate the correction. If the problem is not resolved, then the Client will determine the impact to continuing testing and schedule of retesting.

All test incidents will be confirmed by S&S against the Business Process Analysis Document and Solution Functional Design SpeCifications for Modifications and Interfaces which have been developed during the course of the Project to determine if defects exist. The Client will be responsible for reporting to S&S any defect determined to be present in baseline code. S&S will assist Client in developing the supporting documentation for any baseline defect.

For the testing of Interfaces, the Client and S&S are mutually responsible for providing data from interfacing applications in a format required for testing.

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Entry Criteria
• Phase 1 - Acceptance of the Integration Test Plan
All Modifications developed and approved in the Business Process Analysis Document
- All Interf~ces developed and approved in the l;3usiness Process Analysis Document - All Reports approved in the Updated Master Report & Letter Catalog - All Configurations approved in the Solution Configuration & Change Log Document All Security Items approved in the Security Profile Log Includes a Mock Cut-Over
- All scope items defined in this Statement of Work.

Configured batch cycle settings. Expectation: All batch jobs will be run manually or using the Batch Scheduler as agreed to by the Client.

No Priority 0 or Priority 1 unless the Client and S&S mutually agree to proceed. • Phase 2 - Acceptance of the Integration Test Plan
Successful completion of all Phase 1 items
Successful completion of all Statement of Work items
- All Modifications developed and approved in the Business Process Analysis Document
- All Interfaces developed and approved in the Business Process Analysis Document - All reports approved in the Updated Master Report & Letter Catalog All Configurations approved in the Solution Configuration & Change Log Document - All security items approved in the Security Profile Log Includes a Mock Cut-Over
- All scope items defined in this Statement of Work.

Configured batch cycle settings. Expectation: All batch jobs will be run manually or using the Batch Scheduler as agreed to by the Client.

No Priority 0 or Priority 1 is open unless the Client and S&S mutually agree to proceed.

Deliverables
See Attachment 2
Completion Criteria
Source and object code for modified objects, Interfaces, and reports have been delivered and approved by the Client, and Integration Testing is complete. At the conclusion of Phase 2, there will be no Priority 0 or Priority 1 defects unless the Client and S&S mutually agree to proceed.

5.10.4 Activity - Prepare Production Environment
Description
During this activity, the production environment will be installed and configured.

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The Client will acquire, install, tune, and validate the installation of production environment Hardware, operating system software, and infrastructure in conjunction with direction and support from S&S.

S&S will install, tune, and validate the Solution with support from the Client.

The Client will provide verified backup and recovery support for the production environment. If Client provides disaster recovery support, then the disaster recovery activity must not impact the Project timeline or resources.

S&S will review the production environment to determine that it is ready for pre-production testing, Performance Testing and production use.

The Client will acquire, install and validate the installation of Hardware according to specifications provided by S&S. S&S will provide support as needed.

Entry Criteria
Approved Requirements for production environments Deliverable Deliverables
See Attachment 2
Completion Criteria
The production environment is ready for pre-production testing, Performance Testing and production use.

5.10.5 Activity - Plan and Execute Performance Testing
This activity tests the performance of the Solution production environment.

S&S and Client will develop the Performance Test Plan that will be approved in accordance with the Deliverable Acceptance Process section of this document (6.9.2). The plan will detail the elements to be tested and the methodology for execution to meet the Performance criteria defined in Section 3.0 of this Statement of Work. The plan contains:
• A roadmap for Performance Testing, roles and responsibilities • Test plan and expected results for exercising the Solution based on the loads described in Section 3.0 of this Statement of Work
• Detailed specifications for the work station used for Performance Testing • Detailed responsibilities for support and maintenance of the Performance Testing environment to be performed by the Client
• Hardware, database and application parameters for the Performance Testing environment
The Client will provide a Performance Testing tool or manual process to be determined after Project kickoff or a mutually agreed to manual process.

The Solution and its parameters will be pre-tuned by S&S, with support from the Client, prior to starting the Performance Test. Additional tuning recommendations from S&S will be part of the results produced from the Performance Testing. If the Performance criteria in Section 3.0 of this Statement of Work is not met during the test, S&S will continue to work with the Client where additional tuning and testing will be conducted until the performance metrics agreed to in the Performance Test Plan are met or until both S&S and Client Project Managers agree to the results.

The scope of Performance Testing will also include remote offices to determine anticipated response times at those locations. Performance Testing will be done in accordance to the provisions in Section 3.0 of this Statement of Work. During Performance Testing, S&S will COA CIS REPLACEMENT SOW 69
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provide support to Client in identifying possible solutions to performance problems identified at remote offices. S&S cannot guarantee performance to remote offices due to Client network latency.

The Solution will be tuned prior to the start of Performance Testing by S&S and the Client. S&S will provide a document (S&S Software Performance Tuning Considerations) of the typical areas that require tuning based on their experience with other similar projects. The batch and the online modules used in the Performance Test will be functionally tested and approved by the Client Core Team before the execution of the first Performance Test.

S&S with Client support will execute the Performance Test Plan. A document will be developed that will include the results of each test (batch program and online panel), an analysis of those results, and recommendations to improve the results if applicable. S&S will analyze the results and recommend suggestions in the following areas:
• SQl Tuning
• Batch Processing (with the production schedule tool planned to be used by Client in production processing)
• Database tuning, including the proper usage in indexes • Application server tuning
The Client (with S&S support) will analyze the results and recommend suggestions in the following areas:
• Operating system tuning
• Network performance
S&S will be responsible for performance defects of S&S Deliverables.

Following the completion of the testing, S&S will deliver the Performance Test Results Report which will document the results of the Performance Testing and the changes that were made to tune the application to be in compliance with Section 3.0 of this Statement of Work. S&S will analyze results, suggest fixes, and resolve all performance issues in consultation with the Client.

Entry Criteria
Conclusion of all development
Conclusion of Integration Testing Phase 1
Conclusion of build of batch processes
Completion of production environment preparation
Deliverables
See Attachment 2
Com pletion Criteria
Performance Testing complete.

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5.10.6 Activity - User Acceptance Test (UAT)
Description
This activity addresses the planning and execution of testing processes combined in an emulation of business days in production if desired by the Client. The overall responsibility for UAT is that of the Client.

The Client will develop a formal UAT Plan with high-level assistance from S&S. The Client will be responsible for developing end-to-end test scenarios that will cross multiple operational areas (i.e. read to bill). At completion of pre-production scenario development, major To-Be Business Processes (as defined by the Client) will have been incorporated into the testing scenarios. The testing scenarios will include, base functionality, system operation requirements, reporting, data conversion, Modifications and Interfaces. Multiple monthly batch closeouts will be performed as part of the testing process. The Client, with guidance and assistance from S&S, will be responsible for leading a formal walkthrough of the daily and monthly closeout procedures and financial balancing process.

The UAT may be executed in the production environment (if mutually agreed upon).

The Client and S&S will jointly investigate discrepancies in results, documenting all reconciling items. S&S is responsible for correcting defects caused by S&S.

The Client will create a document describing the pre-production test results with Client approval and sign-off of the UAT. User Acceptance Testing must be successfully completed and there is no Priority 0 and Priority 1 defects.

Entry Criteria
Conclusion of all Integration Testing
Conclusion of build of batch processes
Completion of Conversion Testing
Completion of production environment preparation.

All Priority 0 and Priority1 defects are all resolved prior to testing Deliverables
See Attachment 2
Completion Criteria
UAT complete and there are no Priority 0 or Priority 1 defects, unless the Client and S&S mutually agree to proceed.

5.11 Deployment

5.11.1 Activity - Preparation for Cut-Over
Description
The purpose of this activity is to prepare for Cut-Over when H-le use of the Solution in day-to-day operations begins and the use of the Legacy System ends. This preparation includes planning for the Cut-Over and testing the documented plans.

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The Cut-Over plan defines the detail steps (automated and manual) to execute the Go-Live production, metrics, timing, record balancing, financial balancing and items that need to be in place for the Cut-Over to production. The Cut-Over plan has two components, the Cut-Over Strategy document and the Cut-Over Checklist.

S&S will develop a Cut-Over Strategy document with input from the Client, which will document the approach to Cut-Over testing and Cut-over planning. The Cut-Over Strategy will also define the process for post Go-Live support and the Production Support Plan for support of End-Users.

S&S will develop a Cut-Over Checklist that contains all activities, whether business or technical, which will be performed during the Mock and real Cut-Overs.

The Cut-Over Checklist will include for each task the timing, schedule, and role responsible. All roles and responsibilities and the resources assigned to those roles will be defined along with individual contact information. The Cut-Over Checklist (1) has built in Go I No Go deciSion, Go I No Go decision points, and (2) sets forth the Client and S&S staff members who are responsible for participating in each of the decisions.

The Cut-Over Strategy document and the Cut-Over Checklist will, at minimum, address the following:
• Project management readiness
• Business Solution testing readiness
• Business readiness
• IT infrastructure readiness
• Organization readiness
• R~quirements and procedures for rolling back to the Legacy System in the event that the Go-Live is unsuccessful
• Potential points of failure (people, process, technical) in the rollback process • Intemal help desk procedures, tools, escalation process and post implementation support strategy and procedures
• Staffing and areas of responsibilities to be included • Issue management process
Client will review to make sure this Deliverable is consistent with goals and objectives of the Project and contains a sufficient level of detail that is mutually agreed upon by S&S and Client.

There will be three (3) Mock Cut-Overs. A Mock Cut-Over will consist of a test of all activities (automated and manual) to be completed as part of Mock Cut-Over to production environment process. The Mock Cut-Over is staged in the similar manner as the pre-Go-Live steps and procedures including full data conversions and validation. The purpose of this test is to ensure that all pre-Go-Live activities have been defined and estimates identified for the time and resources required implementing them.

There will be one (1) Simulation I Mock Go-Live executed where all activities are performed or emulated by the resource that will be responsible for that activity in the real Go-Live. This will include all conversion activities, system validation, balancing, and any manual data entry planned for actual Cut-Over. Timings of each activity are made and the checklist is reviewed after the Mock Cut-Over is complete. The Go-Live Cut-Over plan will be adjusted accordingly based on these results.

The parties that will perform the Go-Live validation also execute all Conversion Validation. A Mock Cut-Over is staged in the exact manner as the pre-Go-Live steps and procedures including data validation.

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A kickoff meeting will be held for Post Implementation Support. S&S will present Cut-Over planning, schedule, roles and responsibilities, timeline, help desk and escalation procedures and other support related items in order to prepare Project and other support staff for production support following Go-Live.

Entry Criteria
Initiation of End-User training
Successful completion of Integration Testing
Deliverables
See Attachment 2
Completion Criteria
Cut-Over Strategy plan and Cut-Over Checklist approved by Client in accordance with Acceptance Criteria established in this Statement of Work.

Issues identified in the Mock Cut-Over's must be corrected.

Successful execution of Mock Cut-Over's.

Holding of Go-Live & Support Phase Kickoff Meeting
There are no Priority 0 or Priority 1 defects, unless the Client and S&S mutually agree to proceed.

5.11.2 Activity - Cut-Over to Production Operation
Description
The purpose of this activity is to initiate use of the Solution in day-to-day operations of the Client and to cease use of the current Legacy System.

The tasks included in the Cut-Over Checklist will be implemented, executed and completed by both, Client and S&S, as assigned in the Cut-Over Checklist, including each of the Go I No Go decision points.

During this activity, all components of the Solution, will be migrated to the production environment supported by the agreed upon tools and procedures. Other applications with which the Solution Interfaces to will also be migrated to the appropriate production environment.

Also, during this activity, the Solution will be populated by conversion programs with data extracted from the Legacy System at a point in time identified in the Cut-Over Checklist.

The Legacy System will cease to be used for day-to-day operations but may continue to operate for reference or research purposes as deemed necessary by the Client. The ongoing support and maintenance of the replaced Legacy System will continue to be the responsibility of the Client following Cut-Over.

Entry Criteria
Successful completion of End-User training
Successful completion of Cut-Over planning
Successful completion of Cut-Over testing
Successful completion of the UAT as deemed necessary by the Client Deliverables
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See Attachment 2
Completion Criteria
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Decision document, authorizing Go-Live is reviewed by Client Project Manager and approved and signed by the Client Steering Committee
There are no Priority 0 or Priority 1 defects, unless the Client and S&S mutually agree to proceed.

S.12 Post Implementation Support Phase

5.12.1 Activity - Post-Implementation Support
Description
The purpose of this activity is for S&S to assist the Client in the identification and resolution of all functional and technical issues, concerns, and errors, jointly referred to as "issues" or "defects·, related to the operations of the Solution.

S&S shall provide four (4) months of post-implementation support. S&S staff will be on-site during business hours. Immediately after the Go-Live S&S may be required to provide on-site support for extended hours. S&S will also be on-call during non-business hours.

The Client will establish and staff a help desk for support during the Post Implementation Support Phase to take calls and log issues reported by End-Users, using Client-provided help desk ticketing tools and procedures. The Client will provide the first line of support to End-Users and attempt to resolve issues using the training materials, Solution documentation, and the Solution Functional Design Specifications. Unresolved issues related to the Solution will be escalated to S&S by the Client's help desk for support.

The ongoing production operation for the Solution will be the responsibility of the Client following the Go-Live date with the support of S&S. S&S will correct or offer solutions for all defects associated with the Solution, reported by the Client during the initial four (4) months of production environment operation, excluding Solution baseline defects. S&S is not responsible for defects associated with S&S delivered Configuration, enhancements, Interfaces, scripts, cases and portals that have been changed by the Client or Client's other consultants without S&S's written approval. If a defect is reported that relates to the Performance criteria, the Client will endeavor to reproduce the reported defect in a controlled Performance Testing environment that is equal to the environment in which Performance Testing was conducted. If the reported defect is reproduced in this controlled environment, then the ticket will be routed to S&S for resolution at no additional cost to Client. This can be accomplished in a separate but identical Performance Testing environment, in a separate but identical high availability environment, or through restrictions to the use of the existing production environment to create a temporary environment that is identical to the initial Performance Testing environment.

During this period, S&S will provide a monthly assessment report of the operations and issues of the Solution. This includes a report that indicates issues including, open/closed defects, open issues, training issues, and remaining/open risks.

Entry Criteria
Go-Live
Deliverables
See Attachment 2
Completion Criteria
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issues have been resolved. S&S has provided on-site support to answer questions, research issues and help coordinate the Client's efforts to solve problems relative to the Solution.

5.12.2 Activity - Final Acceptance
The Project is complete when the Client has accepted all Deliverables and S&S has successfully completed all activities described in this Statement of Work. Formal written sign-off will be provided to S&S by Client.

Entrv Criteria
The fourth month of post implementation support has successfully been completed.

Deliverables
See Attachment 2
Com pletion Criteria
The Solution has been in production use for four calendar months following Go-Live and S&S has provided post-production support during that period in accordance with the requirements of this Statement of Work. All agreed to Client Functional Matrix requirements have been delivered and validated by the Client. During the post-production period, Client has been able to execute the Solution daily and monthly balancing processes as defined in the To-Be Business Processes Documentation as a result of Section 5.5.2 of this Statement of Work, including any daily balancing reports and processes developed during this Statement of Work or subsequently approved Project documents, and S&S has addressed any defects reported by the Client in accordance with the requirements of this Statement of Work.

6.0 Project Management Approach

6.1 Project Management Overview
The Client has selected S&S to support the implementation of this new technology effort based on their overall proposal and specifically based on their ability to successfully manage these types of Projects. It is the Client's expectation and S&S's obligation to manage all aspects of this Statement of Work in order to achieve the expected results outlined in this Statement of Work regarding scope, quality, cost and the schedule.

S&S will provide leadership in executing the Project based on their experience and best practices for successfully implementing this type of technology. The S&S Project Manager will be pro­ active in their management style and in working with the Client Project Manager. The S&S Project Manager will be invoived in the management of the Project and wiii communicate directly to the Client Project Manager. The Client Project Manager and S&S Project Manager will make the final Project management decisions together.

6.2 Project Organization and Reporting Structure
The S&S Project Managers will be responsible for all Project activities, schedules and staffing of those activities. The Client Project Manager will be responsible to ensure the Client Core Team is available for the needed assignments. The Client Project Manager will also manage all Project administrative duties associated with the Client Core Team and all parties not included in S&S/Subcontractor list. However, S&S will be required to work with those third parties as deemed necessary to achieve Project Deliverables.

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6.6 Structure and Schedule

6.6.1 Baseline Schedule
During the first two months of the Project (based on a mutually agreed upon start date), S&S will create an initial Project Schedule. The Project Team will utilize progressive elaboration regarding details of the Project Schedule; therefore, the plan will be very accurate for the upcoming months, with less detail after that time. The schedule will, however, map the entire Project Schedule.

Future tasks will simply be at a higher level until it is closer to time to execute them. All Deliverables will have due dates for the entire Project.

The Schedule Components section of this document (6.6.2) describes the required features of the schedule.

During the initial Project Schedule development in the first two months S&S will develop the Project Schedule, conduct a detailed reView, and update the Project Schedule with the Client Project Management Team. This review/update may take up to two to three weeks to complete.

Once the Client approves the initial schedule, it will be saved as a baseline schedule.

6.6.2 Schedule Components

6.6.2.1 Tasks
All Project work and assignments will be reflected in the Project Schedule. There will not be a separate document listing additional work not reflected in the Project Schedule.

All tasks in the Project Schedule will reflect work required to complete the Project Deliverables.

The Project Schedule will include both S&S and Client tasks.

The Project Schedule will have tasks defined in enough detail so that an individual user can clearly understand his or her assignments by week. The task names will be written out in enough detail so the team member can understand what to do. In general a task should reflect what one person could do in a week. The tasks in the Project Schedule will accurately reflect the work that will actually be completed. Task dependencies will be based on the logical order of work - not resource dependencies.

Task duration schedules will reflect the best estimates available for the time required to complete the task. Each task will be estimated independently. That is, task duration schedules will not be determined by calculating the duration of the Project and dividing by the number of tasks, or any similar calculation.

6.6.2.2 Resources
The Project Schedule will contain a master resource list of all team members that are contributing significant work to the Project. The resource list will be recorded with last names and then first names to facilitate easier searches. The "Group· column will designate the S&S staff members and the Client staff members for reporting purposes.

Generic resources will not be used except in those portions of the Project Schedule yet to be elaborated. For non-dedicated employees (persons not allocated to the Client's Project full­ time), it is acceptable to assign work using job titles or roles. Aii parties recognize that the specifiC resources that may perform a work activity may change later in the Project as required as details are developed.

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Resource calendars will accurately reflect resource availability. Client full-time resources will be available 32 hours per week.

6.6.2.3 Resource Assignments and Resource Leveling
Tasks assigned to more than one resource should be avoided, except in the case of group meetings or similar activities.

Dedicated Core Team resources assigned to tasks at less than 100% should be avoided.

Resources will not be staffed over or under their availability . If any team member is under or over-allocated by more than 15% in a given week, the S&S Project Manager will adjust the schedule to level the work of the over-allocated resource. {The Client and S&S Project Managers can agree upon special exceptions to this.}

6.6.3 On-Going Schedule Maintenance
The Project Schedule will be updated by S&S weekly and reviewed in the weekly Project Managers meeting. The weekly team meetings and work assignments review will be a major input to the updates required for the Project Schedule.

As a component of the update process the Project Schedule will be updated prior to the monthly Steering Committee meeting to enable the Project Management Team to present the most current status to the Steering Committee .

6.7 Project Communications
S&S will be responsible to support the Client's communication management process . The Client will need S&S to, at a minimum, provide key information that will be disseminated to the various stakeholders of the Project. At key stages of the Project, S&S will be required to support the review of key functionality to the stakeholders of the Project. For example, S&S will present to the stakeholders how key functionality will work based on the Client's unique Configurations . The S&S functional lead for that specific topiC will be responsible for the development of PowerPoint slides to illustrate the new capability and to present the software in a demonstration manner.

6.7.1 Project Management Reports

6.7.1.1 Weekly Status Report
The S&S Project Manager wi!! develop a weekly status report at the end of each week. This status report will outline the planned accomplishments for the week versus the actual accomplishments for the week. The report will also summarize the current status of all the Deliverables, staffing issues, risks and open issues . It will include metrics appropriate to the Project phase {# business cases, # test cases, # defects, etc.} This report will be delivered by 3:00 PM PST every Friday to the Client Project Manager.

6.7.1.2 Monthly Steering Committee Report
No less than two business days prior to the Steering Committee meeting, the S&S Project Manager will develop a series of PowerPoint slides that summarize the current status of the Project. All Project metrics will be included with these PowerPoint slides and no additional status updates will be made after this delivery , to ensure the Project Management Team has enough time to review the presentations and prepare fer the meeting.

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These slides will discuss the current status, what items remain to complete for the current phase and count key Deliverable metrics for the phase and the overall Project. The intention of these presentations is to communicate to the Steering Committee the current status and for the Steering Committee to understand if the Project is on-schedule. In addition these slides will discuss accomplishments and any potential roadblocks facing the Project.

6.7.1.3 Weekly Project Schedule Updates
The Project Schedule will be updated and provided to the Client weekly by the S&S Project Manager. The Project Schedule should be current prior to the weekly Project meeting. These updates will consist of updating the key items defined as MMicrosoft Project Schedule Updates~.

As needed a detailed joint review of the Project Schedule will be conducted and updates made in real time if the team feels this is the most productive means to reach agreement regarding the Project Schedule.

6.8 Risk Management
S&S, assisted by the Client Project Manager, will develop a Risk Management Plan that will outline how the team will work together to identify, classify, review, and manage risks. The purpose of risk management is to take action to reduce threats to the Project. The focus will be on reducing the threat, not just documenting it.

A risk response plan will be developed and implemented for each risk. The identified risks will be reviewed and updated, if needed, no less than every other week in the Project meeting.

A risk response plan may generate a Change Order request to this Statement of Work. If that is the case, the Change Order will be managed as outlined in Section IV of the Information System Agreement and Section 6.4 of this Statement of Work.

Unforeseen events that adversely affect the Project will be documented as issues, and will prompt a review of the identified risks. These issues will be logged and available for review by the next practicable Project weekly meeting for review.

6.9 Quality Control
The Project management plan will provide additional detail regarding Project quality; however that plan will not change the spirit of Section 6.9 of this Statement of Work. In general, the Project will leverage multiple quality control points throughout the Project.

All Project Deliverables, including, but not limited to, documents, hardware, and software, will be placed under Quality Control as outlined in this Statement of Work.

6.9.1 Communication of Deliverable Delivery
The status of Project Deliverables will be maintained in the agreed-upon Project tracking tools.

As each Deliverable is completed the status will be updated to note that the Deliverable is ready for the other party, typically the Client, to review.

The developer of the Deliverable will also be required to contact (email and phone) the other party to schedule a walkthrough to review the deliverable. In the case of document deliverables, the developer will ensure that the other party has access to the Deliverable and will allow up to 5 business days for Deliverable review prior to the walkthrough. The Project Management Team can change this timeframe .

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If multiple complex Deliverables are delivered at the same time, the Project Managers will mutually agree to a reasonable Deliverable review period.

There may be several iterations of reviews as a Deliverable is being prepared. For example, S&S and Client should review an early draft of a Deliverable to ensure both parties agree to the general direction taken by the preparer of the Deliverable.

At the conclusion of the formal final Deliverable walkthrough, the acceptance process and timeframe begins.

6.9.2 Deliverable Acceptance Process
The acceptance procedure for all Deliverables will be as follows:

S&S will work with Client personnel to gather input and review draft Deliverables as they are developed. The Client personnel involved with a Deliverable will be the Client team members or persons authorized to approve a specific Deliverable.

When a Deliverable is complete, S&S will conduct a detailed walkthrough of the Deliverable with the Client team members that are appropriate to the Deliverable length and complexity. The intent of this walkthrough is to confirm that the Deliverable is correct and complete. Walkthroughs can consist of document reviews, design reviews, presentation reviews, program demos, or other activities to confirm that the Deliverable meets the requirements of this SOW.

After the Walkthrough with the Client, the Client will have up to five (5) business days or mutually agreeable timeframe to accept the Deliverable. The formal Deliverable should be physically signed and archived with the Project documentation.

If Client is not able to approve a Deliverable, Client will provide S&S with a description of what the deficiencies of the Deliverable are, via the defect-tracking tool. If required, the parties will meet to discuss the deficiency of the Deliverable in detail. S&S will then provide a plan to remedy the deficiencies within five (5) business days and this process will start again.

If this Deliverable is not remedied and or approved as described then the S&S or Client may use the Escalated Conflict Resolution Process as defined Section 6.3.4.2 of this Statement of Work.

6.9.3 Defect Tracking Tool & Process
All Deliverable defects will be tracked in the defect-tracking tool. This includes document Deliverables as well as software and hardware Deliverables.

6.9.3. ; Classification Categories
Defects will be classified by severity, type. status, and function affected. The Parties will mutually agree to these tracking categories during the beginning of the Project.

6.9.3.2 Defect Tracking Responsibility
It will be the responsibility of all team members to log defects as they are identified. The defects will be reviewed on a weekly basis as part of the Project weekly meeting.

It will be S&S's responsibility to provide estimated completion dates for identified defects within three business days from being logged into the tracking tool for all Priority 0 and Priority 1 defects.

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6.10 Project Management Tools

6.10.1 Tracking Components
All major Project activities will be tracked regarding their key status information. Key status information includes but is not limited to: Client-responsible, S&S-responsible, person currently assigned, person to sign-off, status, percent-complete and other attributes Client deems necessary for accurate reporting.

At a minimum the following items must be tracked: all Deliverables, Change Orders, Modifications, Interfaces, issues, risks, documents, conversion items, Business Processes Definition, Configurations, Test Script designs, Test Script execution, training material designs, training course executions, knowledge transfer progress, risks and other items deemed necessary by the Client Project Manager.

6.10.2 Utilization of Tools by Team Members
The person responsible for the tracking item must maintain the tracking information. The status of all tracking items must be updated by 5:00 PM PST on a mutually agreed upon day as the Project Management Team will execute reports and review the data in their weekly meeting.

6.11 Change Management
S&S will subcontract Red Bridge Consulting to provide Organizational Change Management and Organizational Change Management training.

6.11.1 Organizational Change Management Leadership
During Change Management planning, the team will plan the Change Management activities needed to move the organization successfully through the Project change.

The first step is to provide Change Management leadership. The primary purpose of the Change Management leader is to manage all Change Management activities.

Responsibilities
• Ensure the agreed-upon Change Management activities and Deliverables are integrated into the Project Schedule and executed as planned and on time. • Be the primary Change Management liaison to the Project Sponsor(s), Project Manager(s), and other key stakeholders of the Project.
• Provide a framework for Change Management planning, communications, reporting, education, coaching, resistance management, and reinforcement. • Deliver Change Management training for executives, managers, and supervisors.

Completion Criteria
Completed after all Services have been completed and all Change Management Deliverables have been completed and approved by Client.

Deliverables
See Attachment 2
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6.11.2 Executive Leadership Interviews and Change Assessments Description
S&S will conduct interviews with, and gather Change Management assessments and feedback from Project sponsor(s) and stakeholders. The interviews and assessments will focus on the various change characteristics, organizational attributes, communication requirements, and expectations associated with the Project and organization. The survey findings will be included in the Organizational Change Management strategy and used to develop the communications plan and monthly communications schedule.

Responsibilities
• Develop and deliver the Organizational Change Management Assessment Survey; identify the Client survey respondents and ensure that the surveys have been completed and returned to S&S.
• Conduct interviews with the Project stakeholders in support of the Change Management assessments, communication reqUirements, and expectations for the Project.

Completion Criteria
Completed when all interviews with the stakeholders have been completed and the Organizational Change Management Assessment Survey has been completed by each survey respondent and returned to S&S.

Deliverables
See Attachment 2

6.11.3 Organizational Change Management Strategy
Description
S&S will deliver the Organizational Change Management Strategy. It will be based on, and will include, the findings of the executive leadership interviews and the Organizational Change Management Assessment Survey. It will also include the key Change Management recommendations to help the Client prepare for, manage, and reinforce change and to move the organization successfully from the Legacy System to the new Solution.

Responsibilities
• Compile, import, and analyze the Change Management assessments from the Organizational Change Management f1.ssessment Survey; write assessment summaries and create assessment summary tables.
• Define the overall Change Management risk that the Client will face for the Project change based on the Change Management assessments.
• Define and create the Change Management team and sponsorship models for the Project based on feedback from the Client.
• Define the potential change obstacles for the Project based on the Change Management assessments and other issues and challenges, e.g., known resistance to the Project change.
• Define the key Change Management recommendations and next steps for the Project, including descriptions of each individual Change Management plans and Change Management training programs to be developed and executed. • Include Change Management success factors, lessons learned, and an introduction to Prosci's ADKAR model of individual Change Management and its impact to Change Management for the Project.

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Com pletion Criteria
Completed when the Organizational Change Management Strategy has been delivered and approved by Client.

DeJiverables
See Attachment 2

6.11.4 Schedule
Communications Plan and Monthly Communications
Description
S&S will deliver the communications plan and monthly communications schedule. The Client can use these documents to build awareness for the Project change and the desire to partiCipate and support the change across the Client's organization.

The monthly communications schedule will serve as the primary tool that S&S and the Client will use jointly for planning, scheduling, and executing the communication activities during the Project. It will answer the following questions about each communication defined in the schedule:
• What is the communication being delivered, including key messages about the change?
• Why is the communication being delivered?
• Who will deliver (sender) and receive (target audience) the communication? • When will the communication be delivered?
• Where will the communication be delivered?
• How (by what channel) will the communication be delivered? Responsibilities
• Compile the communications requirements from the Organizational Change Management Assessment Survey and use them to develop the monthly communications schedule.
• Define the roles and responsibilities for the Project communications. • Define the critical communications considerations for the Project based on the Change Management assessments.
• Define the employee feedback methods that will be used during the Project. • Develop the monthly communications schedule; define and approve the communications schedule process with the Client; create the snapshot, details, and calendar.
• Include an overview of Prosci's ADKAR model of Change Management; describe how the Prosci ADKAR model applies to communications and how the Project stakeholders can use it in their communication efforts during the Project.

Completion Criteria
Completed when the communications plan has been delivered and approved by Client.

Note: S&S will also develop and deliver the monthly communications schedule; the first schedule will be included with the communications plan, and subsequent schedules will be delivered each month to Project Go-Live.

Deliverables
See Attachment 2
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6.11.5 Change Management Communications
Description
S&S will deliver communications on a continuous basis during the Project. based on the approved communication plan and schedule.

Responsibilities
• Identify needs for communications as required by the Client as specified in the monthly communications schedule.
• Coordinate all source content (printed materials or softcopy files) from Project team members and vendors as needed to produce communications. • Produce communications and send to the appropriate contacts for approval and delivery to target audiences as defined by the Client.

Completion Criteria
Completed when all Change Management communications have been delivered and approved by Client.

Deliverables
See Attachment 2

6.11.6 Sponsor Roadmap
Description
S&S will deliver the Sponsor Roadmap. It will emphasize executive leadership for success. help the Project sponsor(s) understand what -good" sponsorship looks like. and describe key sponsorship responsibilities and actions.

Responsibilities
• Define the sponsorship guidelines for the Project Sponsor(s). including the key sponsorship responsibilities and actions for each target group and Change Management phase.
• Define the critical sponsorship considerations for the Project based on the Change Management assessments.
• Include sponsorship success factors and common mistakes.

Completion Criteria
Completed when the Sponsor Roadmap has been delivered and approved by Client.

Deliverables
See Attachment 2

6.11.7 Executive Briefing on Change Management Program
Description
S&S will deliver the executive briefing on Change Management program. It will give the Client executives a fundamental understanding of Change Management. effective sponsorship. and the benefits to their organization of employing a structured Change Management approach to their strategic business initiatives. And it will enable them to build support across their organization for the Project change and to embrace their critical roles in the change process. They will discover COP. CIS REPLACEMENT SOW 86
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that "visible and active sponsorship" is more than simply authorizing resources or providing funding.

Responsibilities
• Execute all Change Management training, logistics, student and instructor preparation, coordination of S&S instructor, Prosci, vendors (if any), Client contacts, and participants for pre-work assignments as needed.
• Executive briefing on Change Management program topics:
o Change portfolio.
o Why manage change?
o Personal and organizational risk assessment.
o The costs of poorly managed change.
o Best practices research highlights.
o Biggest mistakes executive managers make.
o What projects would do differently next time.
o Change management context.
o Phases of change.
o Roles in change.
o Executives as sponsor of change - "You mean that's my job?" o Organizational self-assessment exercise.
o Principles of change.
o What every manager should know.
o Individual Change Management; ADKAR self-assessment and business assessment.
o Change Management process: preparing for change, managing change, and reinforcing change.
o Executive's role in change.
o Roadmap for sponsors.

Com pletion Criteria
Completed when the executive briefing on Change Management program has been delivered.

Deliverables
See Attachment 2

6.11.8 Change Management Training Program for Managers
Description
S&S will deliver the Change Management Training Program for managers. It will provide the Client managers and supervisors with the knowledge and tools to guide their employees from the "current state" to "future state" environment and to move them successfully through the Project change.

Responsibilities
• Execute all Change Management training, logistics, student and instructor preparation, coordination of S&S instructor, Prosci, vendors (if any), Client contacts, and participants for pre-work assignments as needed.
• Change Management training program for managers topics:
o Understanding the process for leading change.
o Group discussion of the changes underway in the organization. o Uncovering the concepts of Change Management.
o Organization and change readiness assessments.

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o A look at the best practices research and data (Prosci Change Management Benchmarking Report).
o Research findings analysis and group presentations.
o The ADKAR model of Change Management and personal worksheet. o Roles for leading change (communicator, advocate, coach, liaison, and resistance manager).
o Individual analysis of their employee data; development of group and individual coaching plans for managing change.
o Understanding resistance management; 10 steps for managing resistance.

Completion Criteria
Completed when the Change Management Training Program for managers has been delivered and approved.

Deliverables
See Attachment 2

7.0 Client Provided Assistance
This Section 7.0 describes the assistance Client will supply, to enable S&S to provide the Services and meet its obligations under this Statement of Work. In the event that Client fails to provide the required assistance there may be material impact on S&S's ability to deliver the program, this impact will be assessed and an and may result in a Change Order.

Client will provide:
• The Project infrastructure, such as connectivity to the servers, and Oracle RDBMS software.
• Secure remote VPN access to network(s).
• VPN access back to S&S Vermont offices
• Onsite Internet access, printers, and necessary Project-related equipment. • The required software licenses for all Project-related applications excluding those provided by S&S.
• Other information and assistance such as reasonable access to subject matter experts • The office space at Client location(s) and furnishings consistent with what Client provides its employees

8.0 Program Pricing by Project and Phase

8.1 Fixed Price for Project
This is a fixed price deliverable-based agreement for services and software. Travel and related expenses are fixed priced for Project. See Exhibit 1 for pricing details.

8.2 Structure for Payments
The payment structure shall be as set forth in Section IV of the Agreement.

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8.3 Retainage Escalation Due to Late Delivery of Key
Deliverables
Retainage for late delivery of Group 1 Key Deliverables The Deliverables set forth in the chart below are Group 1 Key Deliverables. In the event that any one of the Group 1 Key Deliverables is not delivered by S&S and accepted by the Client according to the Approved Initial Project Schedule (or, in the case of Deliverable 35, within 2 months of the Effective Date of the Agreement), then the payment amounts set forth in Milestone Payment Schedule of Exhibit 1 for all of the remaining unpaid Deliverables, excluding Deliverables H1, H2, H3 and H4, shall be reduced by 5% ("Group 1 Retainage Amount"). The Group 1 Retainage Amount shall then be distributed evenly to the payment amounts for Deliverables H1, H2. H3 and H4. The maximum Retainage amount under this section for Group 1 Key Deliverables shall be 5%. Notwithstanding the foregoing, the Parties agree that the Retainage described in this section shall not apply where the delay in delivery or acceptance of a Group 1 Key Deliverable resulted in material part from the delay or failure of the Client to comply with its responsibilities under this SOW, from the delay or failure of another provider under contract with the Client (excluding, S&S subcontractors. CGI and all other Third Party Software Providers) to comply with its responsibilities related to the Project, or from an event of Force Majeure.

As an example for clarity, in the event that the associated Deliverables for Milestone Payment 15 are not delivered and accepted according to the Initial Project Schedule, then the payment amounts set forth in Exhibit 1 Milestone Payment worksheet for Milestone Payment 16 through 300 shall each be reduced by 5%. The collective reduction is the "Group 1 Retainage Amount." The Group 1 Retainage Amount will then be distributed evenly to the payments for Deliverables H1, H2, H3 and H4. In the event a second Group 1 Key Deliverable is late, there will be no further reductions in payment under this section.
35 Initiation Approved Initial Project Schedule
36 Initiation Knowled~e Transfer Approach/Process - Plan 47 Initiation
Discovery /
61 Analysis & Design
I Configuration
Discovery /
64 Analysis & Design
I Configuration
Discovery I
65 Analysis & Design
I Configuration
Discovery I
66 Analysis & Design
I Configuration
72 Test Designs

COA CIS REPLACEMENT SOW
The Application Software successfully installed and is
usable
Functional Matrix - Scope Document
Application Software Master AR Matrix
Application Software Master Rate Matrix
S&S Service Order & Letter Matrix
Testing Strategy I Plan Document
89 I
J
J
Anaheim Public Utilities I S&S SOW
Retainage for late delivery of Group 2 Key Deliverables The Deliverables set forth in the chart below are Group 2 Key Deliverables. In the event that any one of the Group 2 Key Deliverables is not delivered by S&S and accepted by the Client according to the Approved Initial Project Schedule, then the payment amounts set forth in Milestone Payment Schedule of Exhibit 1 for all of the remaining unpaid Deliverables, excluding Deliverables H1, H2, H3 and H4, shall be reduced by 5% ("Group 2 Retainage Amount"). The Group 2 Retainage Amount shall then be distributed evenly to the payment amounts for Deliverables H1, H2, H3 and H4. The maximum Retainage amount under this section for Group 2 Key Deliverables shall be 5%. The parties acknowledge that the Retainage for late delivery of Group 2 Key Deliverables shall apply in addition to any applicable Retainage for late delivery of Group 1 Key Del.iverables, such that some unpaid Deliverables may be subject to a maximum of 10% Retainage under this section. Notwithstanding the foregoing, the Parties agree that the Retainage described in this section shall not apply where the delay in delivery or acceptance of a Group 2 Key Deliverable resulted in material part from the delay or failure of the Client to comply with its responsibilities under this SOW, from the delay or failure of another provider under contract with the Client (excluding, S&S subcontractors. CGI and all other Third Party Software Providers) to comply with its responsibilities related to the Project, or from an event of Force Majeure.
95 Data Conversion Conversion Design Specificationsl Detailed Data Mapping 99 Data Conversion Execute ConversionlFirst Partial Data Conversion) The Application Software Functional Design Specifications 100 Development (Functional Specifications for Modified Objects) 101 Development
102 Development
103 Development
105 Development
106 Development
108 Development
109 Development
120 Test Execution
123 Test Execution
COA CIS REPLACEMENT '20W
Updated Master Report Catalog
Report DeSign Specification for each Modified Report
Output Object (Vendor Developed Reports)
Application Software Interface source and executable
code (Completed Code for each Interface Object)
Application Software modified objects and executable
code (Completed Code for each Modified Objectl
Completed Code for each Modified Report Object
(Vendor Developed Reports)
Batch Processes in Application Software Scheduler
Configured The Application Software: Initial Configuration Execute Conversion - Validation 2 (Second Full Data
Conversion With History)
Bill to Bill Comparison # 1
90 COA CIS REPLACEMENT SOW
Anaheim Public Utilities I S&S SOW
ATIACHMENT1
[ATTACHMENT BEHIND THIS PAGE]
91 St-...sSttlllnIMatrix
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us ProjHI:$QlIIfIt-OftII IIII
Anaheim Public Utilities I S&S SOW
ATTACHMENT 2

PROJECT DELIVERABLES
[ATTACHMENT BEHIND THIS PAc:;E]
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1) Project Schedule: This weekly deliverable, defines the updated taskS, actual work, remaining work, percent complete and milestone compleHons Including resourt:e updates and timefnlme updates, Both parties will commit to staffing and resourt:es to meet a rolling 3-month window. 2) Monthly Risk Assessl1)ent Log and Report will document all Identified risks and mitigations will be documl\nted, Monthly Project
actions assigned and reported on. 3) Issue Log lists the Issues for the Project as well as responsible resource and due date. The report will list all open Issues that Management Reporting are not appropriate to be tracked In the Project Schedule such as to-do Items, (starting the Following product defects, etc. (report will be managed by the S&s and regulariy reviewed

5.3.1 Activity - Status Month After the Approved by S&S arid Client). 4) Weekly Status Reports will document prior 10 to 20 Page MS-Office, MS 1 5.3.1 Planning Initial Project Schedule Is accomplishments, up::omlng activities, past due activities and action to recover, S&S 2 Reporting Delivered and Continuing events, e!:tlmated completion dates, key deCisions, stamng Issues, vacation, risks, Document Project Through the Last Month of and Issue.q. 5) Monthly Steering Committee Presentations will summarize the Post Implementation current Project status and describe the upcoming actlvltles for the alent steering Support) Committee monthly review. Project problems and concerns will also be presented and discussed In these meetings. 5) Weekly Project Management meetings will be held. This meeting will review all aspects of the Project status and establish the next wee~5 work priorities. (7) Partldpatlon lind support with third-party Project vendors the alent engages to support the Project. In addltlon all S&.S employees win be Int>ervlewed and partlc:lpllte with a QA process throughout the month regarding the Project status. For services at end of month 3. 1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updates and tlmeframe updates. Both parties will commit to staffing and resources to meet a roiling 3-month window. 2) Monthly RIsk Assessment Log and Report will document aliidentifted risks and mitigations wUi be documented, actions as:;/gned and reported on. 3) Issue Log lists the Issues for the Project as MDIlthly Project well as responsible resource and due date. The report will list all open Issues that Management Reporting lire not appropriate to be tracked In the Project Schedule such as to-do Items, (Starting the Following product defects, etc. (report will be managed by the S&S and regulariy reviewed

5.3.1 Activity - Status Month After the Approved by S&.S and alent). 4) Weekly Status Reports will document prior 10 to 20 Page MS-Offlce, MS 2 5.3.1 Planning Initial Project Schedule Is accomplishments, upcoming activities, past due aCtivltles and action to recover, S&S 2 Reporting Delivered and Continuing events, estimated completion dates, key decisions, staffing Issues, vacation, risks, Document Project Through the Last Month of and Issues. 5) Monthly Steering Committee Presentations will summarize the Pest Implementation current Project status and describe the upcoming activities for the alent Steering Support) Committee monthly review. Project problems and concerns will also be presented and discussed In these meetings. 5) Weekly Project Management meetings will be held. This meeHng will review all aspects of the Project status and establish the next weeks work priorities. (7) Participation and support with third-party Project vendors the alent engages to support the Project. In addItion all S&S employees will be intE:rVlewed an:I partldpate with a QA process throughout the month regarding !;he Project status.
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1) Project Schedule : This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions Indudlng resoum! updates and tlmeframe updates. Both parties will commit to staffing and resoun:es to meet a ralRng 3-month window. 2) Monthly Risk AssesS1T\ent Log and Report will document all Identified risks and mitigations will be documented, actions a!:slgned and reported on. 3) Issue Log lists the Issues for the Project as Monthly Project well as responsible resoun:e and due date. The report will list all open Issues that Management Reporting are not appropriate to be tracked In the Project Schedule such as to-do Items, (Starting the Following product defects, etc. (report will be managed by the S&S and regularly. reviewed

5.3.1 Activity - Status Month After the Approved by S&S and Client). 4) Weekly Status Reports will document prior 10 to 20 Page MS-Office, MS 3 5.3.1 Planning Reporting Initial Project Schedule Is accomplishments, upcoming activities, past due activities and action to recover, S&.S 2 Document Project Delivered and ContInuing events, estimated completion dates, key decisions, stamng Issues, vacation, risks, ll,rough the Last Month Df and Issue,s. 5) Monthly Steering Committee Presentations will summarize the Post Implementation current Project status and describe the upcoming activities for the CUent Steering Support) Committee monthly review. Project problems and concerns will also be presented and discussed in these meetings. 6) Weekly Project Management meetlllgs win be held. This meeting will review all aspects of the Project status and establish the next weeks work priorities. (7) Partldpatlon and support with third-party Project vendors the Client engages to support the Project. In addition all S&.S ·employees will be Interviewed and partldpate with a QA process throughout the month regarding the Project status.
1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, pen:ent complete and milestone completions Indudlng resoun:e updates and tlmeframe updates. Both parties will commit to stamng and resourt:es to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and Report wHi document all Identified risks and mitigations will be documented, actions aSSigned and reported on. 3) Issue Log lists the Issues for the Project as Monthly Project well as re:;ponslble resource and due date. The report will list all open issues that Management Reporting are not appropriate to be tracked In the Project Schedule such as to-ilo Items, (Starting the Following product d~fects, etc. (report will be managed by the S&S and regularly reviewed

5.3.1 ActIvity - Status Month After the Approved by S&.S and Client). 4) Weekly Status Reports will document prior 10 to 20 Page MS-Omce, MS 4 5 .3.1 Planning Reporting Initial Project Schedule Is accomplishments, upcoming activities, past due activities and actlori to recover, S&S 2 Document Project Delivered and Continuing events, I!!otlmated completion dates, key decisions, stamng issues, vacation, risks, Through the Last Month of lind Issues. 5) Monthly Steering Committee Presentations will summarize the Post Implementation current Project status and describe the upcoming activities for the Client Steering Support) Committee monthly review. Project problems and concems will also be pre'sented lind discussed In these meetings. 6) Weekly Project Management meetings will be held. This meeting will review all aspects of the Project status and establish the next weeks work priorities. (7) Participation and support with third-party Project vendors the alent engages to support the Project. In addition all S&S employees will be Int'!rvlewed and participate with a QA process throughout the month regarding the Project status.
5 5.3.1
6 5.3.1
Planning
Planning
Activity - Status
Activity - Status
Reporting
Project Schedule: This weekly deliverable, defines the updated tasks, actual remaining wolf<, percent complete and milestone completions Induding -ce updates and timel'rame updates. Both parties win commit to staffing and I .... "u""'-. to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and document an Identified risks and mitigations will be documented, assigned and reported on. 3) Issue Log lists the Issues for the Project as Monthly Project well as responsible resource and due date. The report will list all open issues that Management Reporting are not appropriate to be tracked in the Project Schedule such as to-do Items, (Starting the Following product defects, etc. (report will be managed by the S&S and regularly reviewed Alter the Approved by S&S and aient). 4) Weekly Status Reports will document prior lea Schedule Is accompll~hments, upcoming activities, past due activities and aetlon to recover, and Continuing events, estimated completion dates, key deCisions, staffing issues, vacation, risks, he Last Month of and Issues. 5) Monthly steering Committee Presentations will summarize the Implementation current Project status lind describe the upcoming activities for the Client Steering Committee monthly review. Project problems and concems will also tie presented ed In these meetings. 6) Weekly Project Management meetings will be meeting will review all aspects of the Project status and establish the work priorities. (7) Partldpation and support with thlnd-party Project , alent engages to support the Project. In addition all S&S employees Interviewed and partldpate with a QA process throughout the month lreoardina the Project status. I
I
) Projec.t Schedule: This weekly deliverable, defines the updated tasks, ctual work, remaining work, percent complete and milestone completions IIndudlno resource updates and timeframe updates. Both parties will staffing and resources to meet a roiling 3-month window. 2) Assessment Log and Report will document all Identified risks mitigations will be documented, actions assigned and reported on. 3) Log lists the issues for the Project as well as responsible resource date. The report will list all open Issues that are not appropriate tracked In the Project Schedule such as to-do Items, product defects, (reP':lrt will be managed by the S&S and regularly reviewed by S&S Client). 4) Weekly Status Reports will document prtor
laccomollshments, upcoming activities, past due activities and action to " events, estimated completion dates, key dec::lslons, stafflng vacation, risks, and Issues. 5) Monthly Steertng Committee Imlll""m"ntatlon'lpresentations will summarize the current Project status and describe the uocomlng activities for the alent Steering Committee monthly review. problems and concerns will also be presented and dIscussed in meetings. 6} Weekly Project Management meetings will be held. meetIng will review all aspects or the Project status and establish the next weeks work prlorttles. (7) PartiCipation and support with third-party Project vendors the Client engages to support the Project. In addition all employees will be Interviewed and participate with a QA process Irnmuohout the month regarding the Project status.

S&S 2
S&s 2
10 to 20 Page
Document
10 to 20 Page
Document
MS-Office, MS.

Project
MS-Offlce, MS
Project
1 r:~il:;: ~' I\: SQ~~ ~ I I ~w-. ' IISQ"Wl'ACil
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8 5.3.1
Planning
Planning

5.3.1 Activity - Status
Reporting

5.3.1 Activity - Status
Reporting
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1) Project Schedule: this weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updates and tlmeframe updates. Both parties will commit to staffing and resources to meet II roiling 3-month window. 2) Monthly Risk Assessment Log and Report will document all Identified risks and mitigations will be documented, actions assigned and reported on. 3) Monthl Project Issue Log lists the Issues for .the Project as well as responsible resource Manag!ment Reporting and due date. The report Will list all open Issues ~t are not appropriate (Startln the Followln to be tracked In the Project Schedule such as to-do items, product defects, Month :fter the g etc. (report will be managed by the S&S and regulariy reviewed by S&S d I It I I P • t and Client). 4) Weekly Status Reports will document prior ~~~=~ Isn D:rlver:;;c accomplishments, upcoming actlvltl.es, past due activities and action to d C etl I recover, events, estimated completion dates, key decisions, staffing ~ o~ ~u ~ t M th Issues, vacation, risks, and Issues. 5) Monthly Steering Committee ~ug ~ 5 ta on Presentations will summarize the current Project status and describe the ~: o~~)mp emen tlon upcoming activities for the alent Steering Committee monthly review.

PP project problems and concerns will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This meeting will review all aspects of the Project status and establish the next weeks work prlorltles. (7) Participation and support with third-party Project vendors the Client engages to support the Project. In addition all S&S employees will be Interviewed and partldpate with a QA process throughout the month regarding the Project status.
1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updates and timeframe updates. Both parties will commit to staffing and resources to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and Report will document all Identified risks and mitigations will be documented, actions ass/gned and reported on. 3) Monthl Pro ect Issue Log lists the Issues for the Project as well as responsible resource Manag!men1t Reporting and due date. The report will list all open Issues that are not appropriate (Startl the Followln to be tracked In the Project Schedule such as to-do Items, product defects, Month ':rter the g etc. (report will be managed by the S&S and regularly reviewed by S&S Approved Initial Project and Client). 4) Weekly Status Reports will document prior Schedule Is Delivered accompnshments, upcoming activities, past due activities and action to and Contlnuln recover, events, estimated completion dates, key dedslons, staffing Throu h the t!st Month Issues, vacation, risks, and Issues. 5) Monthly Steering Committee of pos~ Implementation Presentations will summarize the current Project status and describe the Su ort upcoming activities for the Client Steering Committee monthly review. pp ) Project problems and concerns will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held. this meeting will review all aspects of the Project status and establish the next weeks work priorities. (7) Partldpatlon and support with third-party Project vendors the alent engages to support the Project. In addition all S&S employees will be Interviewed and partldpate with a QA process throughout the month regarding the Project status.

S&S
S&S
i' . :. 'I' . 'AP~';;fniatti .: vaIU~' : ' ',DellY_rebl.; . > ;::':U~gth· · , ', '
2 2
10 to 20 Page
Document
10 to 20 Page
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MS-Offlce, MS
Project
MS-Office, MS
Project
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Planning

5.3.1 Activity - Status
Reporting

5.3.1 Activity - Status
Reporting
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1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions including resource updates and timeframe updates. Both parties will commit to staffing and resources to meet a rolling 3-month window. 2) Monthly Risk Assessment Log and Report will document all Identified risks and mitigations will be documented, actions assigned and reported on. 3) M th Pro ect Issue Log lists the Issues for the Project as well as responsible resource M~~ag~me;t Reportin and due date. The report will list all open Issues that are not appropriate (Starting the Followln g to be tracked In the Project Schedule such 115 to-do Items, product defects, Month After the g etc. (report will be managed by the S&S and regularly reviewed by S&S A roved Initial Pro ect and alent) . 4) Weekly Status Reports will document prior s~~edule Is Dellve~d accomplishments, upcoming activities, past due activities and action to and Continuing recover, events, estimated completion dates, key decisions, staffing Th u h the Last Month Issues, vacation, risks, and Issues. S) Monthly Steering Committee ~f :s~)mplementatlon ~=~;~~I~~:~:u~r~~:~I~~~ ~:~~~g~~c:,~::"m~~~~;:~w~he uppo Project problems and concems will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This meeting will review all aspects of the Project status and establish the next weeks work priorities. (7) Participation and support with third-party Project vendors the Client engages to support the Project. In addition all S&S employees will be Interviewed and participate with a QA process throughout the month regllrdlng the Project status.
1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updates and timeframe updlltes. Both parties will commit to staffing and resources to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and Report will document all Identified risks and mltlglltlons will be documented, actions assigned and reported on. 3) Month Pro ect Issue Log lists the Issues for the Project as well as responsible resource Mana ~me;t Re ortln and due date. The report will list all open Issues that are not appropriate (Star:n the FOI~owln g to be tracked In the Project Schedule such as to-do items, product defects, Month ker the g etc. (report will be managed by the S&S and regularly reviewed by S&S A roved Initial Pro ect and ClIent). 4) Weekly Status Reports will document prior s~~edule is Dellve~d IIccomplishments, upcoming activities, past due IIctlvlties and action to and Continuing recover, events, estimated , completion dates, key deCiSions, staffing ,Through the Last Month Iss~, vacation, riSks, and Issues. 5) Monthly Steering Committee of Post Implementation Presentations will summarize the current Project status and describe the su port) upcoming activities for the Client Steering Committee monthly review. p Project problems lind concerns will also be presented and discussed In these meetings. 6) Weekly Project Mllnagement meetings will be held.

This meeting will review all aspects or the Project status and establish the next weeks work priorities. (7) Participation and support with third-party Project vendors the Client engages to support the Project. In addition all S&S employees will be Interviewed and partldpate with II QA process throughout the month regarding the Project status. '
S&S 2
S&S 2
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10 to 20 Page
Document
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1) Project Schedule: This weekly deliverable, deflnes the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updates and timeframe updates . Both parties will commit to staffing and resources to meet a rolling 3-month window. 2) Monthly Risk Assessment Log and Report will document all identified risks and mitigations will be documented, actions aSSigned and reported on. 3) Monthly Project Issue Log lists the Issues for the Project as well as responsible resource Management Reporting and due date. The report will list all open Issues that are not appropriate (Starting the Following to be tracked In the Project Schedule such as to-do Items, product defects, Month After the etc. (report will be managed by the S&S and regularly reviewed by S&S

5.3.1 Activity - Status Approved Initial Project and Client). 4) Weekly Status Reports will document prior 10 to 20 Page MS-Office, MS 11 5.3.1 Planning accomplishments, upcoming activities, past due activities and action to S&S 2 Reporting Schedule Is Delivered recover, events, estimated completion dates, key decisions, staffing Document Project and Continuing
Through the last Month Issues, vacation, risks, and Issues. 5) Monthly Steering Committee of Post Implementation Presentations will summarize the current Project status and deSCribe the upcoming activities for the Client Steering Committee monthly review. Support) Project problems and concerns will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This meeting will review all aspects of the Project status and establish the next weeks work priOrities. (7) Participation and support with third-party Project vendors the Client engages to support the Project. In addition all S&S employees will be Interviewed and participate with a QA process throughout the month regarding the Project status.
1) Project Schedule: This weekly deliverable, deflnes the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updates and tlmeframe updates. Both parties will commit to staffing and resources to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and Report will document all identlfled risks and mltl9atlons will be documented, actions assigned and reported on. 3) Monthly Project Issue Log lists the Issues for the Project as well as responsible resource Management Reporting and due date. The report will list all open Issues that are not appropriate (Starting the Following to be tracked In the Project Schedule such as to-do Items, product defects, Month After the etc. (report will be managed by the S&S and regulariy reviewed by S&S

5.3.1 Activity - Status Approved Initial Project and Client). 4) Weekly Status Reports will document prior 10 to 20 Page MS-Office, MS 12 5.3 .1 Planning Reporting Schedule Is Delivered accomplishments, upcoming activities, past due activities and action to S&S 2 Document Project and Continuing recover, events, estimated completion dates, key decisions, staffing Through the Last Month Issues, vacation, risks, and Issues. 5) Monthly Steering Committee of Post Implementation Presentations will summarize the current Project status and describe the upcoming activities for the Client Steering Committee monthly review. Support) Project problems and concerns will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This meeting will review all aspects of the Project status and establish the next weeks work priorities. (7) Participation and support with third~party Project vend Drs the Client engages to support the Project. In addition all S&S employees will be Interviewed and participate with II QA process throughout the month regarding the project status.
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1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updates and tlmeframe updates. Both parties will commit to staffing and resources to meet a rOiling 3-montfl window. 2) Monthly Risk Assessment Log and Report will document all identified risks end mitigations will be documented, actions assigned and reported on. 3) JIIlonthl Project Issue Log lists the Issues for .the Project as well as responsible resource JIIlanag!ment Reporting and due date. The report will list all open Issues that are not appropriate (Startln the Followln to be tracked In the Project Schedule such as to-do Items, product defects, Month :rter the g etc. (report will be managed by the S&5 and regularly reviewed by S805 A d I It I I P . ct and Client). 4) Weekly Status Reports will document prior s~~:~~e IS" D:rlver;';; accomplishments, upcoming activities, past due activities end action to and Continuing recover, events, estimated completion detes, key decisions, staffing Th h th La t M th Issues, vacation, risks, end Issues. 5) Monthly Steering COmmittee f ~ou~ I ~ s ta~n Presentations will summarize the current Project status and deSCribe the ~ os rtt P emen on upcoming activities for the Client Steering Committee monthly review. uppo Project problems and concems will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This meeting will review all aspects of the Project status and establish the next weE!ks work priorities. (7) Partlclpetlon and support with third-party project vendors the Cilent engages to support the Project. In addition all S805 employees will be Interviewed and participate with a QA process throughout the month regarding the Project status.
1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updates and tlmeframe updates. Both parties will commit to staffing and resources to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and Report will document all Identified risks and mltlgations will be documented, actions assigned and reported on. 3) Issue Log lists the Issues for the Project as well as responsible resource Monthly Projt~ I and due date. The report will list all open Issues that are not appropriate ~~~~em~~ F el~°rf:~g to be tracked In the Project Schedule such as to-do Items, product defects, M th ':11: eth
0 OWl g etc. (report will be managed by the S805 and regularly reviewed by S805 on er e and Client). 4) Weekly Status Reports will document prior ~~~:~~: I~n~~::e~;ct accomplishments, upcoming activities, past due activities and action to d CO tI I recover, events, estimated completion dates, key ded510ns, staffing an n nu ~ M th Issues, vacation, risks, and Issues. 5) Monthly Steering COmmittee Thy rop U9thl the, 5t taO tin Presentations will summarize the current Project status and describe the o· os mp emen on . Sup ort) upcoming actiVities for the Client Steering Committee monthly review. p Project problems and concerns will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This meeting will review all aspects of the Project status and estllbllsh the next weeks work priOrities. (7) Partldpatlon and support with third-party Project vendors the Client engages to support the Project. In addition all 5805 employees will be Interviewed and participate with a QA process throughout the month regarding the Project status.

S805
S805
2 2
10 to 20 Page
Document
10 to 20 Page
Document
I!vldel'll!e I
Format
MS-Offlce, MS
Project
MS-Office, MS
Project
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15 5.3.1
16 5.3.1
Planning
Planning

5.3.1 Activity - Status
Reporting

5.3.1 Activity - Status
Reporting
1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions including resource updates and timeframe updates. Both parties will commit to staffing and resources to meet a roiling 3-month window. 2} Monthly Risk Assessment Log and Report will document all identified risks and mitigations will be documented, actions assigned and reported on. 3) Monthly P 1 ct Issue Log liSts the Issues for the Project as well as responsible resounce ~~~~m::e~:I:~~g :~:::::'In!: ~~~=t~~~=~~~ ~~: ~~s:~d~~~~~ ~~:~~~~~:c~, Month ifter the g etc. (report will be managed by the SIkS and regularly reviewed by SIkS A roved Initial Pro ect and Client). 4) Weekly Status Reports will document prior S:edUle Is Dellve~d accomplishments, upcoming activities, past due activities and action to and Continuing recover, events, estimated completion dates, key deciSions, staffing Throu h the Last Month Issues, v~catlon, risks, and Issues. 5) Monthly Steering Comml~e f P J I I tatl Presentations will summarize the current Project status and descnbe the ~u 0 rt)mp emen on upcoming activities for the Client Steering Committee monthly review. ppo Project problems and-concerns will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This meeting will review all aspects of the Project status and establish the next weeks work priorities. (7) Participation and support with third-party Project vendors the Client engages to support the Project. In addition all SIkS employees will be Interviewed and participate with a QA process throughout the month regarding the Project status.
1) Project Schedule: This weekly deliverable, dennes the updated tasks, actual work, remaining wOrle, pencent complete and milestone completions Including resource updates and tlmeframe updates. Both parties will commit to staffing and resources to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and Report will document ali Identified risks and mitigations will be documented, actions assigned and reported on. 3) Mo thl Project Issue Log lists the Issues for th~ Project as well as responsible resource r;~~~m~;: ~:I~:~~g ~~~:~~~:!: ' In!: ~~;~ ~~~:~~~ ~~~~ ~~~::d~h~~~~ ;~:~~~~~~:~, Month ifter the g etc. (report will be managed by the SIkS and regularly reviewed by SIkS A d I ·ti I P t and Client). 4) Weekly Status Reports will document prior s~~~7~ ISn~:lve~:c ~~~:~:I:~:~~~s~r:~!~~~~!~: ~:~!s~uk:;~~~!:n:~:~~~~; to ~~ o~ ~u ~ t M th Issues, vacation, risks, and issues. 5) Monthly Steering Committee or ~~~ Imp~em:nta~~n Presentations will summarlze,the current Project status and describe the Support) upcoming activities for the ClIent Steering Committee monthly review.

Project problems and concems will also be presented and discussed in these meetings. 6) Weekly Project Management meetings will be held.

This meeting will review ali aspects of the Project status lind establish the next weeks work priOrities. (7) Participation and support with third-party Project vendors the Client engages to support the Project. In addition all SIkS employees will be Interviewed and partiCipate with a QA process throughout the month regarding the Project status.

SIkS 2
SIkS 2
10 to 20 Page
Document
10 to 20 Page
Document
I!Vidence.,
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MS-Office, MS
Project
MS-Office, MS
Project
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18 5.3.1
Planning
Planning

5.3.1 Activity - Status
Reporting

5.3.1 Activity - Status
Reporting
1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions including resource updates and timeframe updates. Both parti es will commit to staffing and resources to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and Report will document all Identified risks lind mitigations will be documented, actions assigned and reported on. 3) Monthl Project Issue Log lists the Issues for the Project liS well as responsible resource Manag!ment Reporting and due date. The report will list 1111 open Issues th~t are not appropriate (Startln the FOllowln to be tracked In the project Schedule such as to-do Items, product defects, M th :rter th g etc. (report will be managed by the S&.5 and regularly reviewed by S&.S A;;roved Inltl:1 Project and Client). 4) Weekly Status ~e~orts will document prior Schedule Is Delivered accomplishments, upcomIng actiVIties, past due activIties and action to and ContinuIng recover, events, estimated completion dlltes, key decisions, staffing Throu h the Last Month Issues, v~catlon, risks, and Issues. 5) Monthly Steering Committee ~f Pos~)mplementation ~:~~~I~~~~~:u;rm~:~I~~~ ~~r:erln~:~~~:~u:n~~~~:~~~e:~he uppo Project problems and concerns will also be presented and discussed In these meetings. 6) Weekly Project Management meetings wOl be held. this meeting will review all aspects of the Project status and establish the next weeks work priorities. (7) Participation and support with third-party Project vendors the Client engages to support the Project. In additIon all S&.5 employees will be Interviewed and participate with a QA process throughout the month regarding the Project status.
1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updlltes and tlmeframe updates. Both parties will commit to staffing and resources to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and Report will document ail Identified risks and mitigations will be documented, actions assigned and reported on. 3) M thl Pro ect Issue Log lists the Issues for the Project as well as responsible resource M
on y 1t R rt' and due date. The report will list all open Issues that are not appropriate anagemen epo Ing • (Startin the Followin to be tracked In the project Schedule such as to-do Items, product defects, Month A':ter the g etc. (report will be managed by the S&.5 and regularly '7"lewed by S&5 A d 1 It II P t and Client) . 4) Weekly Status Reports will document pnor SPhProdvel I no ali rored1ec accomplishments, upcoming activities, past due activities and action to ceues eve .. d C tl I recover, events, estimated completion dates, key deCisions, staffing ;:: onh ~u ~ t M th Issues, vllcation, risks, and Issues. 5) Monthly Steering Committee f ~~ I ~ s ta: Presentations will summarize the arrrent Project status and describe the ~ rt mp emen n upcoming actlvlties for the Client Steering Committee monthly review. uppo ) Project problems and concerns will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This meetlng will review all aspects of the Project status and establish the next weeks work prioritIes. (7) Participation lind support with third-party Project vendors the alent engages to support the ProJect. In addition all S&.5 employees will be Interviewed and participate with a QA process throughout the month regarding the Project status.

S&5 2
S&5 2
10 to 20 Page
Document
10 to 20 Page
Document
MS-Dfflce, MS
Project
MS-Office, MS
Project
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20 5.3.1
Planning
Planning

5.3.1 Activity - Status
Reporting

5.3.1 Activity - Status
Reporting
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1) Project Schedule : This weekly deliverable, defines the updated tasks, actual work, rema ining work, percent complete and milestone completions Including resource updates and timeframe updates. 80th parties will commit to staffing and resources to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and Report will document all Identified risks and mitigations will be documented, actions assigned and reported on. 3) Monthly Project Issue Log lists the Issues for the Project as well as responsible resource Management Reporting and due date. The report will list all open Issues that are not appropriate (Starting the Followln to be tracked In the Project Schedule such as to-do items, product defects, Month After the g etc. (report will be managed by the S&S and regularly reviewed by S&S Approved Initial Project and Client). 4) Weekly Status Re~~rts will document prior Schedule Is Delivered accomplishments, upcoming actlvltl:s, past due activities and action to and Continuing recover, events, estimated completion dates, key decisions, staffing Th h th La t M th Issues, vacation, risks, and Issues. 5) Monthly Steering Committee, f rop Ug
t I e l s ta°t.n Presentations will summarize the current Project status and describe the o os mp emen Ion Su rt) upcoming activities for the Client Steering Committee monthly review.

PPO Project problems and concerns will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This meeting will review all aspects of the Project status and establish the next weeks work priorities. (7) PartiCipation and support with third-party Project vendors the Client engages to support the Project. In addition all S&S employees will be Interviewed and partidpate with a QA process throughout the month regarding the Project status.
1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updates and timeframe updates. Both parties will commit to staffing and resources to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and Report will document all Identified risks and mitigations will be documented, a~ons assigned and reported on. 3) Monthl Pro e Issue Log lists the issues for the Project as well as responsible resource y j ct lind due date. The report will list all open Issues that are not appropriate ~,::em:: :1~0~1~9 to be tracked In the project Schedule such as to-do items, product defects, Month ~fter th 0 g etc. (report will be managed by the S&S and regularly reviewed by S&S . e and Client). 4) Weekly Status Reports will document prior AS:edroV~d IIn~I~~ Proj;ct accomplishments, upcoming actiVities, past due activities and action to nd C:n~n~1 e Ivere recover, events, estimated completion dates, key decisions, staffing a ng th Issues, vacation, rlsks, and Issues. 5) Monthly Steering COmmittee Th, roPosU9thI the I Last tM°tln Presentations will summarize the current Project status and describe the o mpemen a on . Support) upcoming activities for the Client Steerlng COmmittee monthly review. project problems and concerns will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This meeting will review all aspects of the Project status and establish the next weeks work priOrities. (7) Partfdpatlon and support with third-party Project vendors the alent engages to support the Project. In addillon all S&S employees will be Interviewed and partfdpate with a QA process throughout the month regarding the Project status.

S&S 2
S&S 2
10 to 20 Page
Document
10 to 20 Page
Document
MS-Offlce, MS
Project
MS-OfHce, MS
Project
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5.3.1 ActIvity - Status
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._ . .. . ' .. ;\ ,~.:., (, ~:, · " ,< ~" , ; ; ji'·':· ; :~ "";·" · :" '; I·~···: '·: ·"'ij~ ;':" ~ " "'" :::: ",p~;ate t · · . i · D'eJIv,e.ra.Il.I",;Oesc:l'!.pl/bl'lfilAC!cePt .• l1cekctll:!!rt!ll . If .IM!!I!=~!, :.~ii!' Valu_: .! /.~llIlIiil'lible.:: l . 1Md1l!l1C111, . ,J; .... :y.: . ..• ' ': \~{~~. ~gth ' ,:~ : ., . I'ortnllt . 1) Project Schedule: ThIs weekly deliverable, defines the updated tasks, actual work, remaInIng work, percent complete and milestone completions IncludIng resource updates and tlmeframe updates. Both parties will commit to staffing and resources to meet a roiling 3-month wIndow. 2) Monthly RIsk Assessment log and Report will document all Identified risks and mitIgations will be documented, actions assigned and reported on. 3) Monthly Project Issue log lists the Issues for th~ Project as well as responsIble resource ~I anagement ReportIng and due date. The report will list all open Issues that are not appropriate (Startln the Followln to be tracked in the Project Schedule such as to-do items, product defects, Month ifter the g etc. (report will be managed by the S&S and regularly reviewed by S&S A roved InItial Pro'ect and Client), 4) Weekly Status Reports will document prior Sch
PP d I I D I' red~ accomplishments, upcomIng activities, past due activities and action to eueselve " d Co tI I recover, events, estimated completion dates, key dedslons, staffing ;;:rou ~ ~~ ~st Month issues, vacation, risks, and Issues. 5) Monthly Steering Committee f ~ I I tatl Presentations will summarize the current Project status and describe the o rt mp emen on upcomIng activities for the Client Steering CommIttee monthly review.

Suppo ) Project problems and concerns will also be presented and discussed In these meetIngs. 6) Weekly Project Management meetings will be held.

ThIs meeting will revIew all aspects of the Project status and establish the next weeks work priorities. (7) Partldpatlon and support wIth thIrd-party Project vendors the Client engages to support the Project. In addItIon all S&S employees will be interviewed and partIcipate wIth a QA process throughout the month regarding the Project status.
1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaInIng work, percent complete and milestone completions Including resource updates and timeframe updates. Both partIes will commit to staffing and resources to meet a roIRng 3-month window. 2) Monthly RIsk Assessment log and Report will document all Identified risks and mitigatIons will be documented, actions assigned and reported on. 3) Monthl Pro'ect Issue log lists the Issues for the Project as well as responsIble resourc~ r;~~~m= ~el~o~;g ~;~::~::'In:: ~!;=t~~~~~~~ ~~~~ ~~:~d~h:~~ ~::~~~~::, Month ifter th~ ow g etc. (report will be managed by the S&S and regularly reviewed by S&S ~~~;~~~d I~n~~::roj;ct :~o~~~~t~~:~t:,e~:~~~~u=c~~;:' :~~td;~~~~~~I~=:~nd action to d Co etl I ere recover, events, estimated completion dates, key decisions, staffing a" n nu ng rou h the Last Month Issues, vacation, rIsks, and Issues. 5) Monthly Steering CommIttee ~ Po ~ I I t tl Presentations will summarize the current Project status and describe the ~ 5 rt)mp emen a on upcomIng activIties for the Client Steering Committee monthly review. uppo Project problems and concerns will also be presented and dIscussed In these meetings. 6) Weekly Project Management meetings will be held.

This meetIng will review all aspects of the Project status and establish the next weeks work prtorltles. (7) ParticIpation and support wIth thIrd-party Project vendors the ClIent engages to support the Project. In IIddltion all S&S employees will be Interviewed and partldpate wIth a QA process throughout the month regarding the Project status.

S&S 2
S&S 2
10 to 20 Page
Document
10 to 20 Page
Document
MS-Office, MS
Project
MS-Office, MS
Project
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24 5.3.1
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Planning
Flannlng
r -.-
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5.3.1 ActIvity - Status
Reporting

5.3.1 Activity - Status
Reporting
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1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions including resource updates and timeframe updates. Both parties will commit to staffing and resources to meet a roiling 3-month window, 2) Monthly' Risk Assessment Log and Report will document all identified risks and mitigations will be documented, actions assigned and reported on, 3) Monthly Project Issue Log lists the Issues for th~ Project as well as responsible resource Mana ement R rt'n and due date. The report will list all open Issues that are' not appropriate (Sta~n the F:I~:Wi~ g to be tr.!cked In the Project Schedule such as to-do items, product defects, Month ifter the g etc. (rer30rt will be managed by the S&S and regularly reviewed by S&S Po d I lti I P 1 ct and Client). 4) Weekly Status Reports will document prtor :..p~":~ I n D ~I ro; accomplishments, upcoming activities, past due activities and action to :.cdeCu etl s I e vere recover, events, estimated completion dates, key decisions, staffing an on nu ng . Th h th La t M th Issues, vacation, risks, and Issues,S) Monthly Steering Committee , ~u~ 1m ~em:nta~l~n Presenhtions will summarize the current Project status and deSCri~e the ~ os rt) p upcoming activities for the Client Steering Committee monthly review. uppo Project problems and concerns will also be presented and discussed in these meetings, 6) Weekly Project Management meetings wlll be held.

This meeting will review all aspects of the Project status and establish the next weeks work prlorttles. (7) Participation and support with third-party Project vendors the Client engages to support the Project. In addition all S&S employees will be Interviewed and partldpate with a QA process throughout the month regarding the project status.
1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updates and tlmeframe updates. Both parties will commit to staffing and resources to meet a rolling 3-month window, 2) Monthly Risk Assessment Log and Report will document all Identified risks and mitigations will be documented, actions assigned and reported on. 3) Monthl Project Issue Log lists the Issues for the Project as well as responsible resource Manag~ment Reporting and due date. The report will list all open Issues that are not approprtate rStartin the Followln to be tracked In the Project Schedule such as to-do Items, product defects, Month :tter the g etc. (report will be managed by the S&S lind regularly reviewed by S&S A I I I . ct and Client). 4) Weekly Status Reports will document prtor S P~~~d I n ~~: ProJ; IIccomplishments, upcoming activities, past due activities and action to • c e u e s I e vere recover, events, estimated completion dates, key dedslons, stafHng :d Co~tI~U ~ t M th Issues, 'faeatlon, riSks, and Issues. 5) Monthly Steering Committee ~~ :~rt\mp~em:nta~i~n ~:~~!I:~I:~~u:rm~~Iz~I:~ ~~=rtn~:~~~:~~~~~h~::~e~~e ppo Project problems and concerns will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This me'eting will review all aspects of the Project status and establish the next we,!!ks work priortties. (7) PartiCipation and support with third-party Project vendors the Client engages to support the Project. In addition all S&S employees will be Interviewed and partldpate with a QA process throughout the month regarding the Project status.

S&S 2
S&S 2
10 to 20 Page
Document
10 to 20 Page
Document
,E"idencel
',A'ormilt '
MS-offlce, MS
Project
MS-Office, MS
Project
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25 5.3.1
26 5.3.2
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28 5.4.1
29 5.4.1
30 5.4.1
31 5.4.1
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Planning
Planning
Initiation
Initiation
Initiation
Initiation
Initiation

5.3.1 Activity - Status
Reporting
1) Project Schedule: This weekly deliverable, defines the updated tasks, actual work, remaining work, percent complete and milestone completions Including resource updates and tlmeframe updates. Both parties will commit to staffing and resources to meet a roiling 3-month window. 2) Monthly Risk Assessment Log and Report wlll document all Identified risks and mitigations will be documented, actions assigned and reported on. 3) Monthl Project Issue Log lists the Issues for the Project as well as responsible resource Manag!ment Reporting and due date. The report will list all open Issues that are not appropriate (Startln the Followln to be tracked In the Project Schedule such as to-do Items, product defects, Month ifter the g etc. (report will be managed by the S&5 and regularly reviewed by S&5 A roved Initial Pro ect and Clle?t). 4) Weekly Status Reports will document prior ;~~:'~~~u~~lver:d ~C::~~I~~~:~~~s~i~~:I~~~~~!~~~ :::!s~~~;~~~~:n:~~~~~; to Throu h the Last Month Issues, v~catlon, risks, and Issues. 5) Monthly Steering Committee ~f pos~)mplementatlon ~:~~~:I~~I~~~~u~rm~~I~I~~~ ~~=rI~:~~~~:~~~~~h~::~e:~e uppo Project problems and concems will also be presented and discussed In these meetings. 6) Weekly Project Management meetings will be held.

This meeting will review all aspects of the project status and establish the next weeks work priorities. (7) Participation and support with third-party Project v'~ndors the Client engages to support the Project. In addition all S&5 employees will be Interviewed and partidpate with a QA process throughout the month regarding the Project status.

5.3.2 Activity - Maintain IMalntaln the Solution
the Solution Environments Environments
!ThIS monthly deliverable confirms that the normal monthly maintenance to the Solution has been completed. This maintenance will Include environment creation, application of code corrections, source code maintenance, data management, user management, security, Configuration management and other activities typically required to maintain Solution environments. The Client, with S&5 support, will take the lead after the first six months the environments are established. The S&5 will validate all source code movement's are performed correctly before being accessed by the Client.

5.4.1 Activity - Construct
Initial Project Documents

5.4.1 Activity - Construct
Initial Project Documents

5.4.1 ActiVity - Construct
Initial Project Documents

5.4.1 Activity - Construct
Initial Project Documents

5.4.1 Activity - Construct
Initial Project Documents
Defines mission, scope, major dellverables, high-level Project Schedule, Construct Initial Project IChange request procedures, metrlcs (calculation and definitions), Issue arid Documents risk management procedure, high-level landscape (environments), organizational chart, roles and responSibilities and Project governance.

Kick-off Meeting
Project Govemance
Workshop
BPA Questionnaire
Currerit State
Dellverables
Material will be created based on the Project charter. These sessions will have the Intent to educate the other stakeholders to the overall approach to the Project and focus on the first 90 days and the analyslS/worf<shop approach. A kick-off meeting will be held with the entire Project team.

This k1ck-off meeting will have up to three sessions.

Conduct a workshop with all Core Team members to explain how the Project team members will work together as defined In the govemance chapter In the Project charter. A presentation document will be developed to facilitate the session.

S&5 will provide the Client with a questionnaire of standard utility and Information System Configuration BPA questions In each functional area (e.g., billing, customer service, cashiering, service orders, collections, etc.). The Intent Is for the Client to provide answers to the questions within the provided document to help guide the discovery and BPA sessions more efficiently.

S&5 will provide the Client with a list of dellverables to be provided to S&5 to aid and serve as a basiS for discovery, BPA and Configuration. Client will provide all of the following; provided they exist, Including but not limited to:

S&S 2
S&5 4
S&S 2
S&S 2
S&5 3
S&5 3
S&5 3
•. ~pptoxlhlilte ,'"
, ~~l~:::,~e:
10 to 20 Page
Document
1 Page
Confirmation
40 to 50 Page
Document
40 to 100 slides
20 to 40 Slides
8-12 Sheets of
Questions
Organized by
functional Area
3-10 Pages
Evidl!n~/'
FO~hllllt
MS-Office, MS
Project
MS-Word
MS-Word
MS-PowerPolnt
MS PowerPolnt
MS Excel or
Word
MS Excel or
Word
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Inlttal Project Documenui
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N«mll
Current State
Deliverables
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• • : .< .~ ~':"'. ". .~, ...... . , ··:lehgtb
Bill Drint samQles
Current bills, past due bills, new service bills, final bills, rate changes, master or net billing any special messages or any other specialized bills.

Disconnect reminders or past due notices
Shutoff door hal1g!!rs(lf exist)
Shutoff service orders
Anv other sDeclal collections forms
Screen shots from Legacy System for specific accounts
All rate tarlffs
Any sDeciallzed rates. Including bills that are prepared manuallv A print out of Client rate codes and associated rate properties (e.g., associated service charges, consumption block fees, prorating rules, etc.) from the Legacy ~stem.

All written policies that exist, related to customer Information service oDeratlons (for example: collection polldes, shutoff procedures. etc.l CODV of all letters needed from svstem
Copy of all exlstlmLservlce order forms
List of all service/work orders
Anv tax write-ups (If they exlstl
State. county. city, and school taxes
(Type of tax and components thattb!!. tax Isa.milled to Any formula. rules. or polldes around account budgets (If usedl rules
[Dollcles
Forms related to formal dlsDute process
Any forms. rules. and policies around the new service Drocess Copy of billing schedule
List of used reDorts
Provide a list of the reports that Client produces from Legacy System and any ad hoc reports.

List of cycle and route mapping
Chart of General Ledger ~_accounts
Balance sheet and Income statements used to manage Client operations In order to help S&S Identtfy those G/L accounts that are to be populated by the Information System.

Balance sheet and profit and loss accounts that need to be mapped from the Information System. If Client and S&S feels that alent has provided a comprehensive list of the accounts that the Informatton System will need (DoDulated. you mav s~ this deliverable.

Provide revenue, account receivable, cash, write-off GIL account numbers for the following (use spread sheet provided):

All recurrlno billable services (e.g., consurnQl:lon. flat ratesl All one-time, non-recurrlng fees charged to Client's customers (e.g., Ipenalty for late payment. meter tamper fee. new account set UP fee) All fees collected by Client's cashiers that are not related to customer billing (e.g., license fees collected on behalf of the City, permit fees aSSOCiated with new sites)
lAIR Report
Provide a sample/copy of any end of month AIR reports that are generated by the billing or cash departments and/or passed along to finance for end of month reconciliation.

Loan billing
S&S 3 3-10 Pages
I!vldence I
- I'ormat " ..

MS Excel or
Word
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35 5.4.2
36 5.4.2
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38 5.4.2
39 5.4.3
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If Client wishes to use Information System to bill for loans please provide the foliowillQ.lnformation:

Initiation
Initiation

5.4.1 Activity - Construct
Initial Project Documents

5.4.1 Activity - Construct
Initial Project Documents

5.4.2 Activity - Develop
Initiation IDetalied Project Work
Schedule
Initiation
Initiation
Initiation
Initiation

5.4.2 Activity - Develop
Detailed Project Work
Schedule

5.4.2 Activity - Develop
Detailed Project Work
Schedule

5.4.2 ActIvity - Develop
Detailed Project Work
Schedule'

5.4.3 Activity - Project
Tracking
BPA Questionnaire
Current State
Dellverables
A Ust of eliQlble services and associated interest rates. if any.

An amortizat ion schedule for a typical "loan"
Sample of the contract used for loans. If contract varies by loan "type," Client should IdentifY the types and provide an example of each contract.

A list of the G/L Accounts associated with each loan (AR - billed and unbllled. cash. and write Qff}.

The Client will provide answers within the BPA questionnaire delivered In phase 5.4.1.

The Client will provide the documentation requested In the current state dellverables document provided by 5&5 In Phase 5.4.1.

S&5 Is responsible for this deliverable, with the Client support. This Is the Project Schedule that Is revised and approved by both parties, and represents the starting point for the Project. Both parties will staff and provide resources to meet the Project Schedule. This schedule will outline all tasks to complete the overall Project and have resources from 5&5 and the Client assigned and properly allocated based on the resources availability. Future dellverables, such as functional speCification, technical specification, code developments, system test and training execution will Approved Initial Project Ibe updated with additional detail later In the Project as those detailS are Schedule more clearly defined. This schedule will accurately reflect the work to be performed and will reflect resource allocation from a weekly view.

Knowledge Transfer
Approach/Process -
Plan
End-User Assessment
Questionnaire
Developed
SOW Review Session
with the Core Team
Installed Project
Tracking Tools
Available working hours In the plan will also be accurately reflected based on all parties Involved In the Project's actual working hours. Agreed to holidays and Individual team members vacations will be designated as non­ working days for the Individual resources calendar. Weekly maintenance of the schedule Is addressed as part of the recurring Project Management deliverable . The deliverable will conform to the standards described In Section 6 of the SOW.

Client Is responsible with S&5 support to define the approach for IdentifYing specific knowledge management topics and how knowledge transfer will be tracked and managed throughout the Project for each Core Team member . These plans will be assessed by S&S several times throughout the Project after key educational activities, such as Core Team training, testing, etc.

This assessment will contain key functional questions for each End-User course. The purpose of the questionnaire Is to assess the End-Users understanding of the material presented In the course.

This session will review each page of the SOW with a minimum of the Core ,Team leads of the Client amI 5&5 . The Intent Is to ensure any new team members are familiar with key components of the SOW. The Client and S&S Project Manager's will summarize the key topics that are critical to the Project success.

This deliverable document confirms that the Project Tracking tool has been Installed and configured for the Project Management requirements . Project Tracking tool Configuration's, user profiles and network access procedures will have been completed. 5&5 and Client resources will gather data, update lists, configure tool settings and deliverable mebics, load resources and other activities to set-up the Project tracking tools. alent
Client
S&5
Co­
Responslbl
e
Co­
Responslbl
e
5&5
S&5
5 1
2 5
3 8-12 Sheets of
Questions
Organized by
-=.In,...ln"ol AI
40-100 pages
worth of
Documentation
450 to 1,000
schedule lines
1 to 2 Pages
per core team
member
2 to 2 Pages
per core team
member
1 Page
Confirmation
1 Page
Confirmation
MS Excel or
Word
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Word
MS Project
MS-Excel
MS-Excel
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5.4.3 Activity - Project S&S Training Mater1al S&S will deliver base standard documentation, training materials and Base 40 5.4.3 Initiation Tracking and Standard templates for the entire application to be used by Client to create S&S 3 Documentation Documentation customized training material.

The deliverable Is to confirm the Project Tracking tools have been established and configured to provide a consistent method for the Project management team to report monthly metrics. Client and S&S will agree to the Project metrics, but at a minimum the following types of items will be measured based on the current status: 1) Wor1c tasks active, late, early, MS-Word that 41 5.4.3 Initiation 5.4.3 Activity - Project Configured Project 2) Defects 3) Issues 4) Risks,S) Custom development (all Items not In the S&S 3 1 Page Confirms Tracking Tracking Tools Initially delivered Information System) 6) Information System COnfirmation Completion COnfiguration I setup rules, 7) Rates established, 8) COllection rules established, 9) Tables to be converted, 10) Data to be cleaned, 11) SpeCifications 12) Code to be delivered, 13) Test Script development, 14) Test Script execution 15) Treln!ng material, 16) Training presentation and any other metrlcs that are applicable to the management of the Project.

A workshop that will be two to three hours long will be conducted to

5.4.3 Activity - Project Project Tracking Tool familiarize the Core Team with the general functions of the Project tracking 20 to 40 Slides, MS Project, MS 42 5.4.3 Initiation tools. This workshop will consist of log-on procedures, general navigation, S&S 2 20 to 40 Word and Three Tracking Training Session data Inquiry and data update transaction familiarization Two sessions will Reference Guide Hour Wor1cshop be conducted for up to 15 people In each session.
!
This plan will document the S&S recommended Infrastructure that Is I specifiC to the Core Team training and COnfiguration Instances. The plan i will document, roles and responSibilities, equipment needed, CPU

5.4.4 Activity - Plan for the System Infrastructure
requirements, memory requirements, network reqUirements, workstation requirements, the Installation process and tlmellne plan. In addition the 3 to 10 Pege 43 5.4.4 Initiation COre Team Training Plan for COre Team operetlng system, databases and application server, terminal servers, and S&S 3 Document MS Word Infrastructure Training other required software to support the Information System will also be defined. Other technical Infrastructure requirements to Install successful Core Team training and COnfiguration environments will also be documented as needed.

This plan will document the S&S recommended Infrastructure that Is speCific to the Client Project for all environments. The plan will document, roles and responsibilities, equipment needed, CPU requirements, memory requirements, network requirements, workstation reqUirements, the

5.4.5 Activity - Plan project Project and Installetlon process and tlmellne plan. In addition the operating system, 10 to 20 Page MS-Word So. MS- 44 5.4.5 Initiation and Deployment of Project Deployment databeses and application server, terminal servers, and Microsoft Internet S&S 3 Document Vlslo Infrastructure Infrastructure Plan Explorer versions and settings will also be defined. Other technical (Diagrams) Infrastructure requirements to Install a successful Implementation and production environment will also be documented as needed. Detailed network diagrams will be provided In Vlslo (development, test, etc.

Instances) •

5.4.6 Activity - Estllbllsh Project Infrastructure, This document confirms the successful Installation of the Project 1 Page 45 5.4.6 Initiation acquired, Installed and Infrastructure. This Installation will exclude the Core Team and production S&S 3 MS-Word Project Infrastructure configured environments . COnfirmation

5.4.7 Activity - Install Checklist of all softwere installation, Configuration and duplication 5 to 15 Page MS Excel or 46 5.4.7 Initiation Installation Checklist activities that demonstrates and confirms that the software components S&S 1 Solution are Installed correctly. Document Word

5.4.7 Activity - Install The Information 1 Page 47 5.4.7 Initiation System successfully All components of the Information Systems are Installed. S&S 3 MS-Word Solution Installed and Is usable Confirmation '- ~ ," ~' ..... ~.~. ~. ,'<. ,'" ~I f " & "
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This document will list all Legacy System (both batch and ad-hoc) reports/letters currently being used as part of dally r weekly, monthly business production. This document will contain the following Information Dl&:overy / for all existing reports: Report /Ietter name, owner, key data elements A~alysls & 5.5.1 Activity - Conduct Legacy Master Report utilized, II description of the document, and business triggers that Ust all Legacy 48 5.5.1 Design / Discovery Workshops and Letter catalog determine when the report Is used. The Legacy System Master Report and Client 3 Reports and Form MS-Excel I Configuratlo Letter catalog will be used to aid S&S In Identifying new reports / letters Letters I n (from the Information System) that will replace the existing Legacy System reports/letters and to determined new reports / letters that need to be de'veloped as part of the Implementation. S&s will support Client In the development of this catalog.

Discovery /
Analysis 8< 5.5.1 Activity - Conduct This deliverable document contains a list of all rates the Client currently 10-30 page 49 5.5.1 Design / LegllCY Master Rate Ust Client 2 MS-Excel Configuratlo Discovery Workshops uses. document
n
Discovery /
Analysis &. 5.5.1 Activity - Conduct Legacy Master 10-30 page SO 5.5.1 Design / Discovery Workshops Collection Rule Table or This dell'~erable document contains a list of all collection rule tables. Client 2 document MS-Excel Configuratlo List
n
Discovery /
AnalysiS & 5.5.1 Activity - Conduct Legacy Master General This dell'/erable document contains a list of all General Ledger codes by 10-30 page 51 5.5.1 Design / Client 2 MS-Excel Configuratlo Discovery Workshops Ledger Code Ust transaction type currently utilized In the Legacy System • document n
Discovery /
Analysis &. 5.5 .1 Activity - Conduct Discovery Workshop S&S will provide the alent with an agenda detailing topiCS covered and 2-5 Page 52 5.5.1 Design I Discovery Workshops Agenda resources required for the discovery workshops. S&S Document MS-Word Configuratlo
n
Discovery I
Analysis &. 5.5.1 Activity - Conduct 1 Page 53 5.5.1 Design / Discovery Workshops Discovery Workshops Discovery workshops complete. S&S Confirmation MS-Word COllfiguratlo
n
Discovery / Conduct a one to one and a half week training sessions. Materials will be Analysis & 5.5.2 Activity - Conduct Conduct Project Team provided that support the course topiC, the trainer is knowledgeable 5 to 8 Business Classroom 54 5.5.2 Design I alent Core Team Training: Functionality regarding the utility Industry and Is thoroughly knowledgeable regarding S&S 4 Day Train ing Attendance Configuratlo functional Training for Implementers the course topics . Sessions n
Dlso:overy / aient is responsible with S&S support to define the approach for Analysis &. 5.5.2 Activity - Conduct Knowledge Transfer Identifyi ng specific knowledge management topics and how knowledge 55 5.5.2 DeSign / Client Core Team Approach/Process - transfer will be tracked and managed throughout the Project for each Core Client 3 5 to 20 Page MS-Word Configuratlo Functional Training Plan Team member. These plans will be assessed by S&S several times Document n throughout the Project after key educational activities, such as Core Team training and testing.

S&S Is completing the form to assess each Core Team member. There will be multiple KTA categories for, the functions: A) Overview/familiarization Discovery / B) Confident user, C) Tester/troubleshooter, D) Administrator/configure.

Analysis 8< 5.5.2 Activity - Conduct Completed Knowledge These documents describe the education areas for each Core Team Co- l to 2 Pages 56 5.5.2 Design / Client Core Team Transfer Agreements member. These documents will include topics needed to be understood by Responslbl 1 per core team MS-Excel Configurlltlo Functional Training (KTA) Feedback Form each Core Team member. The topics to be covered within each KTA will e member be outlined. TyplclIl topics will be categories of business processes, n specific: bUSiness processes, specific functlons such as screens or reports, technical aspects of the Information system. Training topics defined may IIlso be defined.
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Discovery I
Analysis &. 5.5.3 Activity - Conduct Analysis Workshops Document that provides a general description of how S&S requirements 2 to 10 Page 57 5.5.3 Design I Business Process Analysis Plan workshops will be conducted, Issues researched, alternative approaches S&S 3 Document MS-Word Configuratlo Workshops defined, Items to be estimated, and the approval process for requirements . n
Discovery I This document will outline all the stakeholders from the Client's Analysis &. 5.5.3 Activity - Conduct Client Responsibility perspective and will include their roles and responsibilities . This document Excel 58 5.5.3 Design I Business Process Analysis Matrix will clearly outline the alent responsible party for each deliverable within alent 3 5-10 Pages Spreadsheet Conflguratio Workshops the Project. S&S will support Client In the development of this document. n Discovery I
Analysis &. 5.5.3 Activity - Conduct Functional Workshop Defines the topics of each workshop to be conducted. The expected 1-3 Page 59 5.5.3 Design I Business Process Analysis Master Agenda number of workshops will be from 15 to 30 depending on how S&S maps S&S 2 Document Word or Excel Conflguratlo Workshops each Functional Matrix requirement to the specific workshops. n
Discovery I Agenda's for each workshop will be provided to the alent. The agenda will have attached the Functional Matrix sections that will be covered Analysis &. 5.5.3 Activity - Conduct Functional Workshops during the workshop. The agenda will contain goals of the meeting, Issues 1-3 Page 60 5.5.3 Design I Business Process Analysis Individual Agenda(s} and concerns the vendor has regarding the topiC. alent will use this S&S 2 Document Word or Excel Conflguratlo Workshops agenda to determine Client attendees and provide a list of attendees to n S&.S to be Included this agenda document.

During the workshops the vendor will review the Individual requirements with the Client as part of their analysiS. An approach for each Requirements Discovery I requirements will be discussed with the Client and documented In the review Analysis &. 5.5.3 Actlvtty - Conduct Functional Matrix - worksheet. The following data columns will be added to the Functional spreadsheet cross Excel 61 5.5.3 Design I Business Process AnalysiS Scope Document Matrix: S&.S approach, reviewed date, high-level approach to testing, S&S referencing the Spreadsheet Conflguratlo Workshops associated BPA workshop and documents. This deliverable represents the functional Item to n start of this document, and the associated BPA workshops will be mapped the BPA to requirements for planning purposes prior to the start of them. There Is documents a subsequent completion deliverable of this document below.

S&S will iJrovlde a master list of all business critical SPA documents In the various functional areas of the alent (e.g., cashiering, customer service, billing, collections, metering, new sites) that will be completed at the end Discovery I of BPA to document the findings and choices made during the BPA Analysis &. 5.5.3 Activity - Conduct BPA Documents Master WOrkshops. These documents will describe the background, assumptions, 30-40 documents, 62 5.5.3 Design I Business Process AnalysiS Information System process steps (Including screen shots where S&S MS Word Conflguratlo Workshops List necessary), Configuration values and decisions made for each of the each 8-30 pages n Identified business critical processes. This deliverable represents the start of the list of BPA documents at the beginning of the BPA workshops. There Is a deliverable below that corresponds to the completion of these documents.

These sessions last approximately six to ten weeks or until all Client Functional Matrix requirements have been reviewed and approaches Discovery I documented. S&S will review each requirement (by area) with the Client In Analysis &. 5.5.3 ActIvity - Conduct Conduct Business order to gain knowledge of the business, as well as determine If Attend the 63 5.5.3 Design I Business Process Analysis Process AnalysiS requirement will be addressed by base functionality, Modification, S&S 5 6 to 10 Weeks Sessions Configuratlo Workshops Workshop Sessions Interface, report, or business process change. The S&S will lead the n sessions with the alent business process experts partldpatlng. The Client will also provide as-Is business process documentation (as available), copies of reports and forms as available.

Discovery I 5.5.3 Acttvlty - Conduct This deltverable document will use the Client master Legacy System rate Analysis &. Information System 10-30 page 64 5.5.3 Design I Business Process AnalysiS Master Rate Matrix list and Identify the number of rates required to be configured In the 5&5 4 document MS-Excel Conflguratlo Workshops Information System and their names. -- --- "----- - -- _ ._--- -- -
~t:~i/'~~~;'
65 I 5.5.3
66 5.5.3
67 5.6.1
68 5.6.1
69 5.6.2
70 5.6.2
71 5.6.2
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Discovery /
Analysis &.

Design /
Conflguratlo
Discovery /

5.5.3 Activity - Conduct
Business Process Analysis
Workshops
Analysis &.15.5.3 Activity - Conduct
Design / Business Process Analysis
Configurlltio Workshops
n
Information System
Master AR Matrix
S&.S Service Order &.

Letter Matrix
This deliverable document will use the Client master Legacy System General Ledger code list and Identify the AR Item types and their corresponding General Ledger code required to be configured In the Information System.

This deliverable document will use the Client Legacy System service order and letter types to map them to the new service orders and letters to be configured In the Information System.

Test DesIgns 15.6.1 ActivIty - Develop TO_IBPA Documents (one Be Business Processes for every business
process)
S&.S will provide documentation on every processes In the various functional areas of the aient (e.g., cashiering, customer service, billing, collections, metering, new Sites, etc.) to document the findings and chOices made during the BPA workshops. These documents will describe the background, assumptions, the Information System process steps (Including screen shots where necessary), Configuration values and dedslons made for each of the Identlfled business critical processes.

All requirements reviewed In Business Process Analysis workshops will be documented (by area) for the Client. This deliverable will be based upon the Client Functional Matrix, BPA workshops, the scope Identlflec:! In this SOW document, as-Is business processes (as available) as well as the reporting/letters requirements and any data conversion Issues Identified.

This document will also Include newly added requirements not Identified In the Client Functional Matrix. Responsible party for each area from the

5.6.1 Activity _ DeIiel To-Icom leted Functional ,Client will review each document and validate that the Information System Test Designs 1 Be Business processer:' Mat! Sco e Document c~nforms to the Client Functional Matrix. End result for each requirement p will be an "accepted" by the Client or removal of requirement as "not needed". If requirements are deferred to after the Go-Live that status will also be noted In a new delivery column where the answer can be "For Go­ Uve" or "After Go-Uve". Note that this deliverable represents the updated / completed Functional Matrix with additional columns: S&.S approach (how to provide this feature In Information System), Reviewed date, High-level approach to testing, Assodated BPA workshop ilnd documents.

5.6.2 ActIvity - Oevelop
Test Designs 1 Business Process Analysis
Oocument

5.6.2 Activity - Develop
Test DesIgns IBuslness Process AnalysiS
Document

5.6.2 Activity - Oevelop
Test Designs IBuslness Process Analysis
Oocument
Training Needs
Assessment Doctlment
To-Be-Buslness
Processes
Documentation
Complete Cross
referenced to the
Functional Matrix
Document
With Client Input, S&.S will provide an assessment for each to-be business process that identifies slgnlflcant process changes from the Legacy System to the Information System business processes. The Intent of this document Is to Identify areas where the trainers need to focus training development due to a process change.

Business processes will be evaluated and documented. Based on the Requirements and Business Process workshops conducted during the workshop sessions these documents will outline: 1) To-Be BUSiness Process Flow Diagram 2) Document that discusses In detail the workings of the business process 3) These documents will define the business process name, activities (manual and automated), responsible team, responsible role, activity dependendes , constraints, software module required, key decision pOints, software Configuration's required to set-up the activity/process, highlight major differences with the existing as-Is process, Impacted reports, Modification's, Interface's, relationship to the SOW Functional Matrix at an activity level. Please note documentation delivered as part of the BPA document effort may be leveraged as appropriate.

Complete To-Be Master Iconflrms the list of to-be business processes that will be Implemented as Business Process Ust part of this SOW. This deliverable will be completed prior to the development of the Individual to-be business processes.

S&.S
S&.S
S&.S
S&.S
S&.S
4 4
10-30 page
document
10-30 page
document
5 Per 130-40 documents,
Business each 8-30 pages
Process
MS-Excel
MS-Excel
MS Word
5 Based on Number I MS-Word
of Requirements and/or Excel
3 Per 12 to 10 Pages Per
Business Business Process
Process
MS Excel or
Word
resP~~lblel ~:S~~ 1 ~~~I~~S:a~~~= 1 :oS~~I~~'_~~~1
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S&.S
Support
2 100 to 30D
Processes as
Needed
MS-Excel
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72 5.6.3
73 I 5.6.4
74 I 5.6.4
75 I 5.6.4
76 I 5.6.4
77 I 5.6.5
78 I 5.6.6
a' ~t ... ~,

5.6.3 Activity - Develop
Test Designs ITestlng Strategy and
Integration Testing Plan
IT t Desl ,5.6.4 Activity - Develop
es gns Functional Testing Scripts

5.6.4 Activity - Develop
I Test Designs I Functional Testing Scripts
. 5.6.4 ActIvity - Develop
ITest Designs I Functional Testing Scripts

5.6.4 Activity - Develop
I Test Designs I Functional Testing Scripts
I Test DeSignsl~~~~:ra-:~~~ ~~~eloP
ITest Desl nsI 5.6.6 Activity - Develop
g Integration Test Materials
\'(am. D:~:r~b~e l~::;i~ra'~/;;::~~~~~'~tl~~~' '.-~~. ·;L· ";I'~~i:~~:;~~~id.J~:fl:';:~b~~.~ '\ ~ ,~~d=~ i ' ,'" •• : ~ . ~ r.--r.-- , ''' ' " ,>,.,;,." " ' ;": .~~ :i /:r,' , .... . t .J .. "ath,:;," . " ,/ :.:~.~'~:' Testing Strategy I PI,In
Document
Functional Test
Workshop
Template &. Sample
Functional Test Scripts
ISPlra Testing Tool
Training Session
S&S will create tIlis document and organize the content by all testing sub-phases (unit testing, functional testing, Integration Testing, Simulation Testing, User Acceptance Testing (alent-led), perfOflTlance testing, bill to bill testing) to show a roadmap for planned testing phases Including relationship to other Project activities. Defines the Integration Test scenarios that will be tested during Integration Testing including Input data and expected outputs. The Integration Testing scenarios will Indude: base functionality, Information System operation reqUirements, reporting, Modification's and Interface's. In addition full data convemon will be tested as part of Integration Testing. The expected results will model multiple months of data entry and Include dally cydes, monthly cycles to model production processing. In addition the deliverable will document:

1. Components to be covered by Integration Testing In each phase

2. Type of data to be used for each phase I component (I.e. user aeated vs. converted date)

3. Roadmap for the phases and tasks

4. Individual task and activities
S. Roles and responsibilities cf all participants, Including technical support of environments.

6. Schedules and dependencies of the different components of Integration Testing

7. Material and environment requirements for Integration Testing a. Method to Identify, claSSify, track and correct defects Identifled during Integration Testing
g. Test case format and criteria

10. Summary of key components of test cases and scripts

11. Test Incident tracking methodology, Including triage, escalation and metries

12. Completion criteria
This workshop will be led by S&S to educate the Client on the steps and procedures for developing Functional Test scripts.
sas will provide a standard functional and Integration Test script template and samples of functional and Integration Test scripts for key Infonnation System business processes.

S&S will conduct a training session for the Core Team as well as the S&S Iteam that will describe the functionality of the testing tool as well as how the tool will be configured for the tracking of the alent testing scripts and l;esults. This class will also be accompanied with a PowerPolnt or Word document for reference purposes.

Functional Test Scrl ts IThe alent will create Functional Test scripts and expected results using the land Ex ected Resul~ template lind sllmples provided bV S&S. This deliverable will be DevelOP ment represented for each business process / Functional Matrix Item for p com letlon.

Detailed schedule for all testing activities for the Integration Test phases.

I This schedule will account for multiple testing days and system calculated ITest Execution dates and dollars driven bV Information System functionality. This Schedule schedule will also identify assignments to Individual responsible Project team members.

Integ atlon Test Scripts I The Client will create Integration Test scripts and expected results using land; ted Re Its the template and samples provided by S&S. This deliverable will be (Test 6.~~s or S~~ ts) represented for each business process / Functional Matrix item for p completion.

S&S
I S&S
S&S
S&S
Client
Client
approach
and Client
creates
details
with S&S
guidance
Client
4 I 3
5 5
I 2
5 I
10 to 20 Page
Document
Workshop
3-40 pages per
script
2 hour working
session and a 10
to 20 page
document
As required
1 to 10 Page
Document
I
I Output from S&S I
Testing Tool.

MS-Word
N/A
MS Word or
Excel
Working session
as well 85 MS
Word orMS
PowerPolnt
Document
MS Word, MS
Excel
MS-Excel
Caystone
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80 5.7.2
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82 5.7 .3
83 5.7.3
84 5.7 .3
85 5.7.3
86 5.7.3
87 5.7 .4
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Change Training Plan
Management
TraIning Plan
T~~~~ge&. 15.7.2 Activity - Develop lEnd-user Training
Manage~ent End-User Training Matenals t-Iaterlals
T~~nlng &. 15•7.3 Activity _ Prepare for Iprepare Training Mana~~~eent End-User Training Environments
T~~~~ge &. 15.7.3 Activity - Prepare for ITrain the Trainer Manage~ent End-User Training Training Conducted
...

Defines the system modules and or busIness processes and the number of End-Users that will be trained for the Project. ThIs deliverable uses the needs assessment document to Identify Specific trainIng needs that will be Incorporated Into the Project plan training component. As II result of the analysIs wor1<shops phase, the Project team will Identify the target audIences for various types of training and confirm the training resource requirements required to design develop and deliver End-User training.

This document will confirm the number of trainers needed to complete End User traIning execution.

With S&S support End-User training materials will be customized for alent's busIness processes. ThIs will be based on the materials provIded by the vendor. This deliverable will conform to the S&S developed to-be business processes, Configuration specification documentation and function : ~1 specifications developed as part of this Project. alent provides this deliverable with sas support. Includes phYSical, environment, and data requIrements and installations for training .

Outlines classroom Hardware and capacity requirements. Defines the data requIrements and strategy for loading and refreshing data In the training envlronrnent to support the training delivery. Defines the process and procedure for refreshing training database environment. Also Identifies pre-configured training data needed.

Two weeks of training for the Client trainers Is provided. The first week will focus on business practices and processes within the [nformatlon System and the second week will discuss traIning best practices Including selecting the appropriate media and materials to dellvercaurse content to End-Users that Is understandable and readily accessible (such as labs, data preparation, expected Issues and concerns from the End-Users). S&S will provide an assessment process of individual attendees to measure their general understanding of the InformatIon System.
~.:~ge &. 15.7.3 Activity - Prepare for IDeveloP End-User Lab IFor each major topic being trained, there will be II list of exercises to be Manage~ent End-User Training Exercises completed by the End-Users.

Training & \5.7.3 Activity _ P are for I Iset-u p the data needed to support the training curriculum delivery. The Change End-User Tralnln~ End-User Training Data data will be for each course. These set-ups will contain the necessary Management data to fllcllltate each course.

Training &. 15.7•3 Activity - prepare for IDetalled Training Change End-User Training Schedule Management
Training &.\ Change 5.7.3 ActIvity - Prepare for lEnd-user Assessment Management End-User Training Questionnaire Developed
T~nlng &. 15.7 •4 ActivIty - Deliver End1End-userTralning M ange t User Training Completed anagemen
iThls schedule outiines each course and the number of courses reqUired to accommodate all of the Client End-Users. Each End-User will be registered In specific course tlmeslots to ensure all End-Users are accounted for. .

This assessment will contain key functional questions for each End-User course. The purpose of the questionnaire is to assess the End-Users understanding of the material presented In the course.

Execution and completion of End-User traIning.

S&Sw/
Client
Support
new
Language
Cllentw/
S&S
Support
Client
S&S
S&S
S&Sw/
Client
Support
Co­
Responslbl
e
Cllentw/
sas
Support
Client wI
S&S
Support
5 5
4 5
5 4
5 3
5 15 to 50 Page
Document
15 to 30 Page
Document for
Each Course
1 Page
Confirmation
Two weeks of
training
Dependent on
training
1 Page
Confirmation
1 Page
Dependent on
traIning
1 Page
Confirmation
MS-Word
MS-Word &. MS­
PowerPoint
MS-Word
MS-PowerPolnt
and CIS
application
MS­
Word/Online
MS-Word
MS-Excel
MS-Word
MS-Word
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91 5.8,1
92 5.8.1
93 5.8.1
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S&S Is completing the form to assess eech Core Team member. There will be multiple KTA categories for the functions: A) Overview/familiarization B) Confident user, C) Tester/troubleshooter, D) Administrator/configure.

These documents describe the education areas for each Core Team member. These documents will Include topics needed to be understood by each Client team member. The topics to be covered within each KTA will be outlined. Typical topics will be categories of business processes, speCific business processes, speclflc functions such as screens or reports, technical aspects of the system. Training topics may also be defined.

Training &'\ Change 5.7.4 Activity - Deliver End1End-user Assessment Management User Training Questionnaire Answered
Each End-User has completed the assessment that contains key functional questions for each End-User course.

Data \5.8.1 Activity - Develop
Conversion Data Conversion Plan
Data \5.8.1 Activity - Develop
Conversion Data Conversion Plan
Data \5.8.1 Activity - Develop
Conversion Data Conversion Plan
Data 15.8.1 Activity - Develop
Conversion Data Conversion Plan
The first Legacy System data Is a native extract from the Legacy System Initial Legacy Data Cut lcut should Include the tables necessary to create accounts, customers, and locations.

Conversion Plan
C']nverslon Templates
Defines detailed processes and tools that will govern the conversion process for Data Mapping, data cleansing, technical design, development and testing. The document will contain a roadmap of current data repositories Included In the Project conversion landscape. It will also define timing for when data cleansing will be complete as well liS defining the amount of historical data that will be converted. It will also define the specific tasks that will be conducted by Legacy System teams and functlon;,,1 teams for the conversion effort as well as the data quality parameters. Defines the process Client will utilize to deanse the Legllcy System data Including the tools that will be used In the process and the areas of the Client organization that needs to be Involved In the process.

Client will lead the cleansing effort, with the advice and recommendations from the S&S conversion lead. Client to ensure this deliverable conforms to Client's business objectives and contains the appropriate level of detail to ensum a successful conversion as mutually agreed upon by Client and S&.s. Define· procedures that will be used to validate the conversion success and to Identify data conversion problems.

S&S will provide the Client conversion templates that must be populated and submitted with each data extract, These templates are necessary to ensure ao:curate and effldent conversion of key Information System tables, Conversion templates will be provided for:
- Customer balances
- Deposits
- Loans
- Wrlte-olfs
The Client will provide Legacy System data populated and formatted In the Arst Data Extract with IS&s provided conversion templates referenced above with the first and all Conversion Templates subsequent data extracts.

S&S 4
aient 4
aient 3
S&S 3
S&S
Client
Dependent on
number of users
trained
Dependent on
training
All Data In the
Provided Tables
20 to 50 Page
Document
There will be a
sheet for each
Informiltlon
System table that
specifies
necessary
table/field layout
There will be B
sheet for each
Information
System table that
specifies
necessary
table/field layout
MS-Word
and/or Excel
MS-Word
ASCII Data
Format
MS-Word and
MS Excel
MS Excel
MS Excel
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94 5.8.2
95 5.8.2
96 5.8.2
97 5.8.3
98 5.8.3
99 5.8.4
100 5.9.1
101 5.9.2
102 5.9.2
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Data 15.8.2 Activity - Document IInltlal Data Mapping
Conversion Data Mapping Specifications
!Thls document defines the Data Mappings between the Legacy System and the Inrormation System Including data that are missing from a Legacy System perspective and Information System perspective and the method ror resolving the data gaps. The Data Mapping document will Indude a high-level description of custom data manipulation needed. The detail programming logic will be available for review in the detailed Conversion Design Specifications. Each field ror all applicable Legacy System tables will be mapped to the Inrormatlon System tables and Relds.

Data 15.8.2 Activity - Document
Conversion Data Mapping
Conversion DeSign
Specifications/ Detailed
Data Mapping
(Information System)
Defines the program logic, data elements/file rormats and program logic for the "Upload" conversion programs. Defines the report rormat, data elementslflle rormats and program logic for the audit control reports and financial balancing. Defines the report rormat, data elements/file formats and program logic ror the error reports,
Data 15.8.2 Activity _ Document Iconverslon Design IDefines the program logiC, data elements/file rormats and program logic COnversion Data Mapping Specifications (Legacy for the extracts for S&S. These output file formats will be mutually agreed System) to by the Client and S&S.

Data 15.8.3 Activity - Develop
Conversion Automated Conversion
Processing
Data 15.8.3 Activity - Develop
Conversion Automated COnversion
Processing
Data 15.8.4 Activity· Execute
Conversion Full/ Partial Conversion
Test

5.9.1 Activity - Develop
Business Requirements
I) I tlDoCument (Functional
eve opmen Specifications ror
Modifications, Interfaces
and Portals)

5.9.2 Activity - Report
[IevelopmentlDesign and Spedflcatlons

5.9.2 Activity - Report
DevelopmentlDeSlgn and Specifications
COnversion Code
Extract (Legacy
System)
Completed programs ror the extract of data from the Legacy System application. All elements ror conversion have been developed based on the appro'lied Data Mapping deliverable.

Conversion Code Loads IcomPleted programs for the Import of data from the Legacy System to the (The Information Information System. All elements for conversion have been developed System) based on the approved Data Mapping deliverable.

Execute Conversion
(First Partial Data
COnversion)
,The Information
System Functional
Design Specifications
(Functional
Specifications ror
Modified Objects)
Updated Master Report
catalog
Report Design
Specification ror each
Modified Report Output
Object (S&S Developed
Reports)
Successful data conversion of all data elements from the Legacy System to the Information System. Successfully complete the conversion audit arid control procedures. This conversion will be for a subset of the Client customer count.

Functional specification and high-level test cases for each modified object (screen/form, user exit, workflow and batch program). Defines the screen/report/form mock-Ups as applicable. The Interface specifications will at a minimum contain: Interface name, general description, data fields and definitions needed for the Interface, triggers, If any, error handling, batch processing confirmation, data balandng procedu~ ror the Interface and any other items deemed necessary by the Client. Hlgh­ level test cases will also be developed to explain how the functionality will be tested.

Based upon a review of the Client provided Master Report catalog, this document will list all needed reports (both batch and ad-hoc) to be used as part of dally, weekly, monthly business production . This document will contain the following Information for to be reports: report name, report owner, a description of the report, and bUSiness trtggers that determine when the report Is used. The Master Report Catalog will be used to aid the Client and S&S In defining the development scope ror the new reports that need to be developed as part of the Project Implementation.

Report functional and technical speCification for each modified report output object. Each developed report will contain a report spedflcatlon.

The report speCification will have two primary sections 1) functional design and 2) technical designs. The report speCifications will at a minimum contain: report name, general description, description of the departments that use the report, report owner, data fields and definitions for the data represented on the report, mathematical calCUlations ror the report, sorting, filtering, security and any other Items deemed necessary by the alent. A unit test plan znd script will also be developed to explain how the functionality will be unit tested.
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S&S
Client
Client
S&S
S&S
S&S
S&S
S&S
5 4
4 5
5 3
5 Per
Programm
Ing Item
3 5 Per
Programm
Ing Item
1 Excel Tab per
Table, All Data
COlumns
Described
25 to 50 Page
Document
25 to 50 Page
Document
1 Page
Confirmation
1 Page
Confirmation
N/A
Detailed
document, page
count varies
based on the
complexity of the
development.

Detailed
document, page
count varies
based on the
complexity of the
development.

Detailed
document, page
count varies
based on the
complexity of the
development.

MS-Excel
MS-Word
MS-Word
MS-Word
MS-Word
N/A
MS-Word
MS-Word
MS-Word
IP~;~._· j ; cl W~
;)J , I ..
.. _. , ' f ~:. E:i .'1, .... ~',- .
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103 5.9.3
104 5.9.3
105 5.9.4
106 5.9.5
107 5.9.5
108 5.9.6
109 5.9.7
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5.9.3 Activity - Develop
Developmentllnterface Programs

5.9.3 Activity - Develop
DevelopmentjInterface Progrllms

5.9.4 Activity - Develop
DevelopmentlSoIUtion MOllified Objects
l)evelopmentjS.9.S Activity - Develop
Reports
[)evelopmentj5.9.S Activity - Develop
Reports
" HW~
The Information
System Interface
source and executable
code (Completed Code
for each Interface
Object)
Client system Interface
source ilnd executable
code (Completed Code
for each Interface
Object - Client Side of
Interface)
The Information
System Modified
Objects and executable
code (Completed Code
for each Modified
Object)
Completed Code for
each Modified Report
Object (S&S
Developed Reports)
Completed Code for
each Modified Report
Object (Client
Developed Reports)
DevelopmentI 5.9•6 ActIvity - Design andlBatch Processes In Build Batch Processes Information System
Scheduler

5.9.7 Activity - Develop
c'evelopmentjInltial Configuration
Configured The
Information System:

Initial Configuration
I ~
,",;0---.
b,elliiI·.bI~~~~'Jj'J1il~4~..!1!t.l!
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"" ~" '. ·· · ·~ I ~~~~ .. ~; ~L~~,,,~le~=~~; :, f: .. ~;:~.:;1 .. , . ~ .:,.r: . " ~ : ~lirw:'~I:.>" - .'· ' ".::, ,">\!"-nCltll" ',' Completed code for each Interface object (programs that require to send/receive data Interchanges with third-party systems and the Information System) , Documentation that program/executable code for each development object has been developed, successfully unit tested and delivered based on the functional and technical specifications. This deliverable will function In accordance with the Functional Matrix.

The Client will be responsible for completed' code for each Interface object for the third-party systems (programs that require to send/receive data Interchanges with third-party systems and the Information System).

Documentation that program / executable code for each development object has been developed, successfully unit tested and delivered based on the Functional Matrix. This deliverable will function In accordance with aSSOCiated speclflcatlon documentation. S&S will provide support to Client for troubleshooting and functional understanding of the Interface to the Information System.

Completed code for each modified object. Documentation that program/executable code for each development object has been developed, successfully unIt tested and delivered based on the Functional Matrix. This deliverable will function In accordance with assodated business requirements document. Document that confirms S&S has conducted a test to make sure that all delivered code has been Installed correctly prior to the aient beginning the testing process. A transportability test conducted that will be a high-level review to ensure all objects execute and are re;3(Jy for formal testi~'L the Client.

Completed code for each modified report object. Documentation that program/executable code for each development object hilS been developed, successfully unit tested and delivered based on the Functional Matrix. This deliverable will function in accordance with associated spedflcatlon documentation. A transportability test conducted that will be a high-level review to ensure all objects execute and are ready for formal testing by the alent.

Completed code for each modified report object. Documentation that program/executable code for each development object has been developed, successfully unit tested and delivered based on the the Functional Matrix. This deliverable will function In accordance with associated specification documentation. A transportability test conducted that will be a high-level review to ensure 1111 objects execute and are ready for formal testing J>y the alent.

Batch processes configured and tested in the Information System Scheduler.

S&S will lead this process with the Client's support. Utilizing the approved scope documentation, this deliverable Is the delivery itself of the Initial Information System Configuration which has been loaded Into an environment for alent access and from which basic Information System functions can be performed. Any Configuration which Is pending a Client deciSion or the delivery of previously requested data or Information which has not been delivered to S&S Is not considered part of the Initial Configuration.

S&S
Client
S&S
S&S
Client
S&S
S&S
5 Per
Programm
Ing Item
5 Per
Programm
Ing Item
5 Per
Programm
Ing Item
5 Per
Programm
109 Item
5 Per
Programm
109 Item
3 4
N/A
N/A
N/A
N/A
N/A
1 Page
Confirmation
1 Page
Confirmation
Code
Code
Code
Code
Code
MS-Word
Configured
System
:.< '!:',',,' ,:;: ' .... ("·ili.' ,'l)iI';.( ! 'SOW,.
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110 5.9.7
111 5.9.8
112 5.9.9
113 5.9.10
114 5.9.9
115 5.10.1
116 5.10.1
117 5.10 .2
118 S.10.2
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~
This deliverable documents all tables/components requiring Configuration that are updated and maintained on a frequent bases In a production environment. It will nOt be used as II means to document 1111 Initial

5.9.7 Activity - Develop
Development\ Initial Configuration
iThe Information Iconfiguratlon values for each table (separate rate, service order, new Sites System Configuration &. and GIL spread sheets will track complete Configuration values in these Change Log Document areas throughout the life of the Project), rather It will be used as a change

5.9.8 Activity - Design and
DevelopmentlConfigure Application ISecurity Profile Log Security .
log for changes made to Configuration post-Integration Testing. The log will describe the detail of the specific change, who authorized the change and the date the decision was made.

S&5 will lead thIs process with the alent's support. Document will Identify users and roles for security. ModIfications regarding security enhancements will also be Identified as part of this process. Levels to specific applicatIon services will be Identified . The document will: 1) Ust and describe all user types / groups of the Client that will require access to the Information System 2) the user access type / group will list each S&5 transaction and Inquiry or edit access for that group. Screen shots will also be provided that display the groups and the users In those groups.

5.9.8 Activity - Design andlWOrkshO For 5ecuri IThIS workshop will be led by S&5 to educate the alent on the ~teps and DevelopmentlConflgure Application Desl n': Set-U ty procedures for the Configuration of all aspects of the Information System Security g p security.

5.9 .8 Activity - Design andiConfl9Ured Security
DevelopmentlConfigure Application Specific to Client End- SecurIty User RequIrements

5.9.9 Activity - Document
DevelopmentlRevlsed Production
Environments
RequIrements for
Production
Environments
(Updates the Initial
EnvIronment
SpecificatIons)
S&5 wtll support and lead alent In configuring security of the Information System based on the definitions In the security profile log.

Defines the requirements for the production environment. This deliverable will document the S&5 recommended Infrastructure that is specific to the production environment. The deliverable will document, roles and responsIbilitIes, equipment needed, CPU requirements, memory requIrements, network requirements, workstation reqUirements, the Installation process and tlmellne plan. In addition the operating system, databases and application server, terminal servers, and Microsoft Internet Explorer versions and settings will also be defined.

Co­
Responslbl
e
Co­
Responslbl
e
S&5
Client
S&5
Test 15.10.1 ActIvity - Execute IFunctlonal Test Plan
execution Functional Test Scripts Execution
This deliverable confirms that the testing has been successfully comPleted., Co- The PrIorIty 0 and Priority 1 defects will be corrected before this deliverable Responslbl Is accepted. e
Test
Execution

5.10.1 Activity - Execute
Functional Test Scripts
Test 15.10.2 Activity - Execute
Execution Conversion Test
Test 15.10.2 ActivIty - Execute
execution Conversion Test
Completed Knowledge
.Transfer Agreements
(KTA) Feedback Form
(After Functional
Testing)
S&5 Is completIng the form to assess each Core Team member. There will be multiple KTA categories for the functIons: A) Overview/familiarization B) Confident user, C) Tester/troubleshooter, D) Administrator/configure.

These documents describe the education areas for each Core Team member. These documents will Include topics needed to be understood by each Client team member. The topics to be covered within each KTA will be outlined. TypIcal topics will be categories of busIness processes, speCific business processes, specific functions such as screens or reports, technIcal aspects of the Information System. Training topics may also be defined.

Execute Conversion .

ConfirmatIon Balancing Iupon completion of the first data conversion, II report will be Issued Process defining the results of the conversion, This report will be used by S&5 and Client to decide If converted data is adequate to begIn IntegratIon Testing.

Successful data conversion of the initial data set to Include customer and premise data or other data Identified In the data conversion plans.

Execute the conversion audit and control procedures and IdentIfy errors Co­
Responslbl
e
S&5
S&5
4 4
3 4
3 5
1 5
5 20 to 50 Page
Document
15 to 30 Page
Document
Variable length
MS-Excel
MS-Word or MS
Excel and
Screen Shots
based on the I MS-PowerPolnt
needed content.
1 Page
Confirmation
2 to 10 Page
Document
Test Results
1 to 2 Pages
per core team
member
2-3 Page
Document
2-3 Page
Document
MS-Word
MS-Word
Testing
Complete
MS-Excel
Word or Excel
Word or Excel
Execute Initial
Conversion (PartIal
Data Only)
'-__ L-____ -I _____ .L __________ -I _________ 1..ID_n_d_b_a_l_ancIng Issues for thIs subset of data. i :~,' ':";'!"I ;.; ~~ .;;
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119 5.10.2
120 5.10.2
121 5.10.3
122 5.10.3
123 5.10.3
124 5.10.3
125 5.10.3
126 5.10.3
127 5.10.3
P.tim S.(j.W~~i1!h
. ,',0; .- . - "'_ ,
Test 15.10.2 ActIvity - Execute
Execution Conversion Test
Test 15.10.2 ActIvity - Execute
Execution Conversion Test
Test 15.10.3 Activity - Execute
Execution Integration Testing
Test 15.10.3 Activity - Execute
Execution Integration Testing
Test 15.10.3 Activity - Execute
execution Integration Testing
Test 15.10.3 ActIvity - Execute
execution Integration Testing
Test
execution

5.10.3 Activity - Execute
Integration Testing
Test 15.10.3 Activity - Execute
Execution Integration Testing
Test 15.10.3 Activity - Execute
Execution Integration Testing
Name
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Execute Conversion -
Validation 1 (First Full
Data Conversion
Without History)
Execute Conversion -
Validation 2 (Second
Full Data Conversion
With History)
Integration Test
Incident Reports &
Resolution
Dc·cumentatlon
Successful data conversion of 1111 data elements (except historical datil) from the Legacy System to the Information System. Successfully complete the conversion audit lind control procedures. Additional activities may be conducted for additional full data conversions until the audit and control procedures are successfully completed to the mutual satisfaction of the Client and S&S.

Successful data conversion of all data elements from the Legacy System to the Information System. Successfully complete the conversion audit and control procedures. Additional activities may be conducted for additional full data conversions until the audit and control procedures are successfully completed to the mutual satisfaction of the aient and S&S.

This report documents each defect Identified during the testing phases along with the resolution . The report will be generated from the defect tracking tool used on the Project.

This deliverable confirms that the testing has been success completed. ~n~g~a~:t70~~t (Phase IThere will be no Priority 0 or Priority 1 defects unless the Client and S&S p mutually agree to proceed.

S&S will use an electronic version of the Legacy System billing register and electronically compare the Information System billing register and correct Bill to Bill Comparison lor explain the variances. The same Input file(s) from the Legacy System t# 1 will be utilized to ensure the comparison Is accurate. Analysis reports will be utilized to assist with finding rate errors and facilitate those rate Configuration's to be corrected .
~~:g:~=~o~~st (Phase I::~~;t~b~~ ~:~~~So~h~v:e2t~~=~~I::~::~;:S:t ~n~P~:d. p mutually agree to proceed.

Completed Knowledge
Transfer Agreements
(KTA) Feedback Form
(After Integration
:Testlng Cycle 1)
EX!1:ute Conversion -
Validation 2 (Final Full
Data Conversion With
HlsI;ory)
Bill to Bill Comparison
#2
S&S Is completing the form to assess each Core'Team member. There will be multiple KTA categories for the functions: A) Overview/familiarization B) Confident user, C) Tester/troubleshooter, D) Administrator/configure.

These documents describe the education areas for each Core Team member. These documents will Include topics needed to be understood by each Client team member. The topics to be covered within each KTA will be outlined. Typical topics will be categories of business processes, specific business processes, specific functions such as screens or reports, technical aspects of the Information System. Additional training topics may also be defined.

Successful data conversion of all data elements from the Legacy System to the Information System. Successfully complete the conversion audit and control procedures. No Priority 0 or Priority 1 defects related to the data conversion Will be open to consider this deliverable complete. .

S&S will use an electronic version of the Legacy System billing register and electronically compare the Information System billing register and correct or explain the variances. The same Input flle(s) from the Legacy System will be utilized to ensure the comparison Is accurate. Analysis reports will be utilized to assist with finding rate errors and facilitate those rate Conflguratl ·on's to be corrected.

S&S
S&S
S&S
S&S
S&S
S&S
S&S
s&S
S&S
5 5
5 5
5 5
1 5
5 1 Page
Confirmation
1 Page
Confirmation
MS-Word &.

Code
MS-Word &
Code
Report from S&S IDefect Tracking
Testing Tool Tools
1 Page
Confirmation
Variable length
depending on the
number of
variances.
1 Page
Confinnation
1 to 2 Pages
per core team
member
1 Page
Confirmation
Variable length
depending on the
number of
variances.

MS-Word
MS Excel or
Word
MS-Word
MS-Excel
MS-Word &
Code
MS Excel or
Word
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I
s&s Is completing !tie fonn to assess each Core Team member. There will be multiple KTA categories for the functions: A) Overview/familiarization Completed Knowledge B) Confident user, C) Tester/troubleshooter, D) Administrator/configure.

These do,:uments describe the education areas for each Core Team Test 5.10.3 Activity - Execute Transfer Agreements member , These documents wili include topics needed to be understood by 1 to 2 Pages 128 5.10.3 (KTA) Feedback Fonn S&S 1 per core team MS-Excei execution Integration Testing (P.tter Integration each Core Team member. The topics to be covered within each KTA will member Testing Cyde 2) be outlined. Typical topics will be categories of business processes, specific business processes, speciHc functIOns sUcll as screens or reports, technical aspects of the Information System. Additional training topics may also be defined .

Test 5.10.4 Activity - Prepare ConHgure and Deploy Deploymlmt of the production enVironment, based on the reqUirements for 1 Page 129 5.10.4 Execution Production Environment ~e Production the production environment. S&S 5 Conflnnation MS-Word Environment
Test Plan contains elements listed In the SOW, has a roadmap for perfonna .1ce testing, roles and responsibilities. Test Plan will Include

5.10.5 Activity - Plan and expected results for exercising the Information System with the nonnal Co- 130 5.10.5 Test Execute Performance p.,rformance Test Plan daily transaction load - # users and antldpated activity [GUI, batch, and Responsibl 5 15 to 30 Page MS-Word Execution reporting]. Test Plan and expected results anticipate that the Document Testing database,'SAN servers have been configured according to data volume e requirements and that response time 15 adequate. Perfonnance measurements will confonn to Section 3.0 of the SOW.

Test 5.10.5 Activity - Plan and Performance Test Perfonnance testing as defined in the performance test plan Is completed. 1 Page 131 5.10.S Execution Execute Performance Execution Perfonnance measurements will conform to Section 3.0 of !tie SOW. Client 5 Confirmation MS-Word TestlnQ
Test 5.10.5 Activity - Plan and Performance Test Document the results of the performance testing and the required actions 5 to 10 Page 132 5.10.S Execute Performance Client 5 MS-Word Executfon Testing Re:sults Report to ensure conformance to Section 3.0 of !tie SOW. Document

5.10.5 Activity - Plan and Information System This document describes the typical areas !tIat require system tuning. The 133 5.10.S Test Execute Performance Performance Tuning document will describe operation system, database, network and other S&S 5 5 to 15 Page MS-Word execution Testing Considerations and items that may impact the overall system batch and on-line performance Document ASSistance that need to be configured specifiC to !tie aient environment, Defines the pre-productIon test execution BPproacll that will be used during testing Including Input data, converted data and expected outputs. 134 5.10.6 Test 5.10.6 Activity - User UAT Test Plan The plan will also define the processes to compare legacy System Client 5 10 to 40 Page MS-Word Execution Acceptance Test (UAn generated charges to the same meter reads for new system charges. The Document testing scenarios will indude: base fUnctionality, operation reqUirements, reporting, Modification's, Interface's and data conversion Defines the pre-prodUction test scenarios !tIat will be tested during this phase including Input data and expected outputs . The testing scenarios will Include: base functionality, system operation requirements, reporting, Modification's, Interface 's and data conversion. The expected results will 135 5.10.6 Test 5.10.6 Activity - User UAT Scenarios model multiple months of data entry and Indude dally cycles, monthly Client 5 5 to 20 Pages for MS-Word Execution Acceptance Test (UAT) cycles and quarterly closeouts to model production processIng. Scenarios Each Saipt will also Indude end-to-end test scenarIos that will cross multiple departments (I.e. read to bill). At completion of pre-production scenario development, all to-be business processes will have been incorporated into the testing scenarios.

ExecutIon of the pre-prodUction phase of testIng. This phase of testIng will Include all major business processes. The pre-productIon testing plan Test S.10.6 ActIvIty - User will define !tie spedflc details of this deliverable. As a component of !tIls 1 Page 136 5.10.6 UAT Test Execution deliverable, a focused testing of bills generated from the Legacy System Client 5 MS-Word execution Acceptance Test (UAT) and the new Infonnation System to compare mass volumes of rates and Conflnnatlon charges. The test will In dude al1 account types . Pre-production testing has been successfully completed and there are no Level 1 or 2 defects. _. -- --
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I 137 5.10.6 Test 5.10.6 ActIvity - User UAT Test Result Report Document desaibing the pre-production test results and Client approval Client 5 Based on Number MS-Word execution Acceptance Test (UAT) and sign-off of the pre-production testing. of Defects This plan defines the overall approach to the Cut-Over. Outlines the 138 5.11.1 Deployment 5.11.1 Activity - CUt-OVer Strategy planned schedule and general roles and responsibilities. The record and S&S 5 5 to 15 Page MS-Word Preparation for Cut-Over financial balandng methodology with the agreed to reconciliation Document methodology and metrics will also be addressed In this document.

Defines the Internal help desk procedures, tools, escalatlon process and 139 5.11.1 Deployment 5.11.1 Activity - Production Support post Implementatlon support strategy and procedures. SIlLS support team SIlLS 4 10 to 40 Page MS-Word Preparation for Cut-Over Plan will be named In this document with specific SIlLS teams. Staffing and Document areas of responsibilities to be Included.

5.11.1 Actlvity- Defines the detail steps (automated and manual) to execute the Go-Uve 200 to 500 Line 140 5.11.1 Deployment Cut-Over Checklist production, metrics, timing and Items that need to be In place for the S&5 5 MS-Excel Preparatlon for CUt-over conversion Cut-Over to production. Items A mock conversion Is an exerciSe of the conversion strategy and conversion checklist. The mock conversion is an execution of the conversion processes imd programs for the entire data-set to be converted. All conversion validation Is also executed by the parties that

5.11.1 Activity - Mock Go-Uve I will perform the Go-Uve validation. A mock conversion will consist of a 1 Page 141 5.11.1 Deployment test of the activities to be completed as part of Cut-Over to production S&5 5 MS-Word preparation for Cut-Over Rehearsal (Number 1) process. The mock conversion Is staged In the exact manner as the pre- Confirmation Go-Live steps and procedures Indudlng data validation. Upon completion of the data conversion, a report will be issued defining the results of the conversion. This report will be used by 5&5 and Client to confirm the quality of the data conversion.

Defines materials for conducting the Go-Uve and support kick-off meeting for the Preject and wlllindude: Go-Uve and support phase dellverables Go-Uve & Support and outcomes, phase obJectives, guidelines, outcomes and time lines,

5.11.1 ActIvity - detail Project Schedule for Go-Uve and support phase, tools to be used 20 to 40 Page 142 5.11.1 Deployment Preparation for Cut-Over Phase Kick-off Meeting during Go-Uve and support phase and status tracking documentation. 5&5 2 Document MS-PowerPolnt Materials Client approval and Sign-off that Go-Uve and support phase kick-off meeting has been completed. This Is Informational and motivational for the End-User community.

5.11.1 Activity - Go-Uve & Support Completion of meeting to review the Go-Uve and support phase kick-off 1 Page 143 5.11.1 Deployment Phase Klck-off Meeting sas 4 MS-Word Preparatlon for Cut-Over Conducted meeting materials. Confirmation

5.11.2 Activity - Cut-Over Information System The Go-Uve has been successfully completed and there are no Level 1 or 2 1 Page 144 5.11.2 Oeployment available for use In S&5 5 MS-Word to Production Operation Production Environment defects. Confirmation After the Information System has been processing product/on bills

5.11.2 Activity - CUT-CUt- Information System Go successfully this milestone will be deemed complete. The Information 1 Page 145 5.11.2 l)eployment Over to Production System for ten business days has completed all nlghtlv processing without S&S 5 MS-Word Operation Uve Notification unplanned manual worf<arounds. Section 3.0 In the SOW are consistently Confirmation achieved and there are no PrIority 0 or Prforlty 1 defect!.

Go-LIve Sign-Off : At the conduslon of month one after Go-Uve, Section Post Post Implementation 3.0 In the SOW are conSistently achieved and there are no Priority 0 or 146 5.12.1 Implementat 5.12.1 Activity - Post- Validation Report Priority 1 defects. Indudes on-site support to answer questions, research sas 4 1 Page MS-Word Ion Support Implementation Support Month 1 Issues and solve problems relative to the Information System products. Confirmation Phase All non-post Implementation support dellverables have been delivered and accepted by the Client, unless mutually agreed to with Client. ---- --- --- -- _.
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157 6.11.1
Post
ImPlementatI5.12.1 Activity - Post­
Ion Support Implementation Support
Phase
Post
ImPlementatI5.12 .1 Activity - Post­
Ion Support Implementation Support
Phase
Post
ImPlementatI5.12.1 Activity - Post­
Ion Support Implementation Support
Phase

6.11.1 Activity -
Change IOrganlzational Change
14anagement Management Leadership
Post Implementation
Validation Report
Month 2
Post Implementation
Validation Report
Month 3
Post Implementatlon
Validation Report
Month 4
Monthly Onslte Status
Meeting (Month 1
Delivery)
Go-Uve Sign-Off - At the conclusion of month two after Go-Uve, performance criteria Section 3.0 In the SOW are conSistently achieved and there are no Level 1 or level 2 Defects. Includes on-site support to answer questlons, research Issues and solve problems relatlve to the Information System products. All non-post Implementation support dellverables have been delivered and accepted by the Client, unless mutually agreed to with Client.

Go-Uve Sign-Off - At the conduslon of month three after Go-Uve, performance aiteria Section 3.0 in the SOW are consistently achieved and there are no Levell or level 2 Defects. Includes on-site support to answer qUestions, research Issues and solve problems relative to the Informatlon System products. All non-post Implementatlon support dellverables have been delivered and accepted by the Client, unless mutually agreed to with Client.

Go-Uve Sign-Off - At the conclUSion of month four after Go-Uve, performance criteria Section 3.0 In the SOW are conSistently achieved and there are no level 1 or Level 2 Defects. Indudes on-Site support to answer questlons, research Issues and solve problems relative to the Information System products, All non-post Implementation support dellverables have been delivered and accepted by the Client, unless mutually agreed to with Client.

Conduct monthly change management status checks with the Project team.

S&S 4
S&S 4
S&S 4
S&S 3
1 Page
COnfirmation
1 Page
Confirmation
1 Page
Conflrmatlon
1 Day
MS-Word
MS-Word
MS-Word
Participation via
a conference
call In the
weekly status
meeting,
Monthly
scheduled
onslte visit by
the OCM Lead.

A monthly
summary of the
status check
Including the
(who, where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month.

J':"~/f --p Q~i?:-': , " !!.O~"'. I Jf.!l~
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~-' •• ~ .. - I .'~:i".'':"' - ... _ .. ~
158 6.11.1
159 6.11.1

6.11.1 Activity •
Change IOrganlzational Change
Management Management Leadership

6.11.1 Activity •
Change IOrganlzatlonal Change
Management Managament leadership
Monthly Onslte Status
Meeting (Month 2
Delivery)
Monthly Onslte Status
Meeting (Month 3
Delivery)
Dj!IIv.e"f.III~ DetiCtlpJ!!!."J'I'/t.(~~Ift.~~~i CI[~J:.ii . -;'
Conduct monthly change management status checks with the Project team.

Conduct monthly change management status checks with the Project team.
:J ! ~:~~~' ~bel~\'8Iue :, A:!t~=;~~~e
.,~: , ,\{::.:: . ~( " ~..ngth.,: ;-" 1 • ' •
S&S 3 1 Day
S&S 3 1 Day
Participation via
a conference
call in the
weekly status
meeting.

Monthly
scheduled
onslte visit by
the OeM Lead.

A monthly
summary of the
status check
Including the
(who, where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month.
partlclpatfon via
a conference
call In the
weekly status
meeting.

Monthly
scheduled
onslte visit by
the OCM Lead.

A monthly
summary of the
status check
Including the
(who, where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month.
~~~l?AI'~
150,*,1/1.
, >
'.,
160 6.11.1
161 6.11.1
',~
rPlfoe ~$I~~!9,1Ji

6.11.1 Activity -
Change IOrganlzational Change
Management Management Leadership

6.11.1 Activity -
Change IOrganlzatlonal Change
Management Management leadership
~ I ' JI!I!e
Monthly Onsite Status
Meeting (Month 4
Delivery)
Monthly Onslte Status
Meeting (Month 5
Delivery)
-. '-,_.r - .f : •• ~:
~',CrJti!i'ia
",-, ':' I .·.' ~ " ,., ', "'I " , " , ' Rl!llpCli,oiibl' ; .. ", '.., ,: Approximate' , ,,". ' t! ~arty "D •. r~~~IIi~i l , ' :,·DeUvIII'able
. I".. " "" ,," • ..i-:\ Length
D,en U:e f!i!l:',ii~(Spf!Ii~crM 'ifcce
Conduct monthly change management status checks with the Project team.

Conduct monthly change management status checks with the Project team.

S&S
S&S
3 1 Day
3 1 Day
; , Evlci~"c:e I
• ""onnat
,~. . ,,:

Participation via
a conference
call in the
weekly status
meeting.

Monthly
scheduled
onsite visit by
the OCM Lead.

A monthly
summary of the
status check
Including the
(who, where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month,
Participation via
II conference
call In the
weekly status
meeting.

Monthly
scheduled
onslte visit by
the CM Lead. A
monthly
summary of the
status check
Including the
(who, where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month.
-
~ .,. ~.; ... .. ~ ..

I I I ~ ..... , I ~'~><!il~ '·-,. " ',c:, t -' ";~-.r. ,. I,. ' D 'Il1>~ .. ~~'(.<>IIi .. @"" .. W'" <>l'.,.. ; "",.: -~=~, .;:,::;:.' .-.:=.-: ' I 0.;"'::' l. : ', : ".:: " ' j'" " .... .. . 6' ( '''' . , e' ,- -, ~ I :' ... ' .:;.,6 ':" . <. ,.~ , , .'. : ,: ~" /"" " _ ' .. ' ::',' ~' ~1:! gt" l ' !Inn . . ·1 I I
be~2~~ I;-1; , ~~g.vt
162 6.11.1
163 6.11.1

6.11.1 Activity -
Change lorganaationalChange
Management Management leadership

6.11.1 Activity -
Change lorganlzational Change
r~anagement Management leadership
Monthly Onslte Status
Meeting (Month 6
Delivery)
COnduct monthly change management status checks with the Project team.

Monthly Onslte Status Meeting (Month 7 Iconduct monthly change management status checks with the Project Delivery) team.

S&S 3 1 Day
S&S 3 1 Day
Participation via
a conference
call In the
weekly status
meeting,
Monthly
scheduled
onslte visit by
the OCM Lead.

A monthly
summary of the
status check
Indudlng the
(who, where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month,
Participation via
a conference
call In the
weekly status
meetlng.

Monthly
scheduled
onslte visit by
the OCM Lead.

A monthly
summary of the
status check
Including the
(who, where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month .

D~~:1:I'.·:' "Ii~~~ J.

I~, • :." ':~ , .,.:.~· ~:l:·;; .. ~'" : .. ~.,_~ .11·
pit.·.. ' l :oY,l: ~$!f~.~· -7<, r~:' ~ii.~~·r ~ - ";] r' ';,,'" . l):~I;b[:K(e' ~:f,·· I~' "L ' " " .....
:. -~. ~ - --,' :. ' ~. ·,,~ · ' ''- ~"'~: lii' 'bntilb;j \' ',","':
,tl:~,~ 'A~~~):~~I ~tl ~ . ,::' ""'" ~ ;~.~' .i ~tttl;:.~:, 164 6.11.1
165 6.11.1

6.11.1 Activity -
Change IOrganlzational Change
'''anagement Management leadership

6.11.1 Activity -
Change IOrganlzatlonal Change
~Ianagement Management leadership
Monthly Onslte Status
Meeting (Month 8
Delivery)
Monthly Onslte Status
Meeting (Month 9
Delivery)
Conduct monthly change management status checks with the Project team.

Conduct mo:mthly change management status checks with the Project team.

S&S 3
S&S 3
.' :APpr~~~!~' : '~I," ", Evidenci, 1 ' Delh,el'abl!l'''' " "',; .:'Formllt :. \.eligth~ ' "; ". ' , ", ' • . 1 Day
1 Day
Participation via
a conference
call In the
weekly status
meeting.

Monthly
scheduled
onslte visit by
the OCM Lead.

A monthly
summary of the
status check
including the
(who, Where,
ilctlons ilnd
outcome of the
meeting) will be
submitted at
the end of the
month.

Participation via
II conference
call In the
weekly status
meeting.

Monthly
scheduled
onslte visit by
the OCM Lead.

A monthly
summary of the
status check
Including the
(who, Where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month.
b~i;:~: s-ow
• • I ~
166 6.11.1
167 6.11.1
7';i;" ... ,
P.fo~" " . !,$J;jWrA-ctlvJty,

6.11.1 Activity - .

Change IOrganlzatlonal Change
Management Management Leadership

6.11.1 Actlvity-
Change IOrganlzatlonal Change
I"'anagement Management leadership
NlInre
, ..

Monthly Onslte Status
Meeting (Month 10
Delivery)
Monthly Onslte Status
Meeting (Month 11
Delivery)
~
nCe~()tlter'.
,, ~ .' ~. '. J~;'ri~l~il " ,: ::.~:.: .. :'1: · ~ APP~;Um.~:, i ' . ,' , iii,itlliWll '. , Q !i!i>:!~~ ~,. ~l!illv'rabl. ' I:, IMilenlle I . .. t , <:L,'.~gth:.· ; "'; ' ,Pormat' .

D~lVjf~!lJiI 'pe¢lgijon Il A:CCfi
' ..... ,,;;:-.,.

Conduct monthly change management status checks with the Project team.

Conduct monthly change management status checks with the Project team .

S&S
S&S
3 1 Day
3 1 Day
Participation via
a conference
call in the
weekly status
meeting.

Monthly
scheduled
onslte visit by
the OCM Lead.

A monthly
summary of the
status check
Indudlng the
(who, where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month.

Participation via
a conference
call In the
weekly status
meeting.

Monthly
scheduled
onslte visit by
the OCM Lead.

A monthly
summary of the
status check
indudlng the
(who, where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month.
.... . ,
• • • l
·I'eI. ~" I'.. so
I,:,: ;-
170 6.11.1
171 6.11.1
- -;;:

I ~ ~iflI. §,9~~~1~
I

6.11.1 Activity -
Change IOrganlzational Change
Management Management Leadership

6.11.1 Activity -
Change IOrganlzatlonal Change
Management Management Leadership
J-_--~
~"1n:e
Monthly Onslte Status
Meeting (Month 14
Delivery)
Monthly Onslte Status
Meeting (Month 15
Delivery)
ellltefa\l,leiD.e ron hA:~)i~~ . .9!I.t~til
.' .' ~
Conduct monthly change management status checks with the Project team.

Conduct monthly change management status checks with the Project team.

I· ., ., ..... , '. J;~~~~:~fbJ :~eIOl,.;~!;;.
iI,IIaltV, ·.. . . ,
~.":.~ ',', - ~ : '.. : ' ~,
S&S 3
S&S 3
APP~XJ",~te?" ' I:" ' i!~;d~~~ ',
: Delt)lel'lll&'.,i;;.... ..,.; I*otnlat
c i .:I.,ength· 'c . ..... . :'0.
1 Day
1 Day
Participation via
a conference
call In the
weekly status
meeting.

Monthly
scheduled
onslte visit by
the oeM Lead.

A monthly
summary of the
status check
Including the
(who, where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month.

Participation via
a conference
call In the
weekly status
meeting.

Monthly
scheduled
onslte visit by
the OCM Lead.

A monthly
summary of the
status check
Including the
(who, where,
actions and
outcome of the
meeting) will be
submitted at
the end of the
month.
'~~.'. ~' ~I ~- ~- (" -.- - - ''''', \ II ." " ''" """ '. ', ';' . :,' ':" : ; ;;,·;;io ~ " ·:~ ' \." :~Jlrcudm!dlll ! ' , ' }>':;I~ ,#,,~ '(so~t·1 I' ,"!f~,, ' I ~~~~,~!~,; I' ·>"tt~,-· i ;pellvIl11i~li!~~r!!ll~~'M~B!t~,s, ¢)-I ~la :I ~=="" ~i Y~~~ I;' ; "'~_bl. ' ~:=' 190
191
192
193
194
195
196
i ,_ J: , .. ~':"._ I ' ~' " ; ",,< "' , " ' e , '" . , " , ,;, ' , ngth

6.11.4 6.11.4

6.11.4 6.11.4

6.11.4 6.11.4

6.11.4 6.11.4 Activity -
Change /Communlcatlons Plan and
Management Monthly Communications
Schedule

6.11.4 Activity -
Change !CommunlcatiOnS Plan and
Management Monthly Communications
Schedule

6.11.4 Activity -
Change /communlcatlons Plan and
Management Monthly Communications
Schedule

6.11.4 Activity -
Change !Communlcatlons Plan and
Management Monthly Communications
Schedule

6.11.4 Activity -
Change !COmmunlcatlonS Plan and
Management Monthly Communications
Schedule

6.11.4 Activity •
Change IcommunlcatiOnS Plan and
~anagement Monthly Communications
Schedule

6.11.4 Activity -
Change ICommunlcatiOnS Plan and
Management Monthly Communications
Schedule
Monthly
Communications
Schedule (Month 13
Delivery)
Monthly
Communications
Schedule (Month 14
Delivery)
Monthly
Communications
Schedule (Month 15
Delivery)
Monthly
Communications
Schedule (Month 16
Delivery)
Monthly
Communications
Schedule (Month 17
Delivery)
Monthly
Communications
Schedule (Month 18
Delivery)
Monthly
Communications
Schedule (Month 19
Delivery)
The Monthly Communications Schedule will provide a detailed schedule of the Organizational Change Management Communications, Including onslte activities thBt will occur within thIs month. This Bllows the Core Teem to be prepared to coordinate, review &. approve, and partiCipate In the Organizational Change Management efforts for the month . The plan will be delivered, reviewed and approved In the last week of the previous month to ensure the OCM activities are completed on time.

The Monthly Communications Schedule will provide a detailed schedule of the Organizational Change MBnagement Communications, IncludIng onsite activities thBt w1l1 occur within this month. This allows the Core Team to be prepared to coordInate, revIew &. approve, and participate in the Organizational Change Management efforts for the month. The plan will be delivered, reviewed and approved In the last week of the previous month to ensure the OCM activities are completed on time.

The Monthly Communications Schedule will provide a detalled schedule of the Organizational Change Management Communications, including onslte activities that will occur within this month. This allows the Core Team to be prepared to coordinate, review &. approve, and participate In the Organizational Change Management efforts for the month. The plan will be delivered, reviewed and approved In the last week of the previous month to ensure the OCM activities are completed on time.

The Monthly Communications Schedule will provide a detalled schedule of the Organizational Change Management Communications, including onslte activities that will occur within this month. This allows the Core Team to be prepared to coordinate, review &. approve, and partiCipate In the Organizational Change Management efforts for the month. The plan will be delivered, reviewed and approved In the last week of the previous month to ensure the OCM activities are completed on time.

The Monthly Communications Schedule will provide a detailed schedule of the Organizational Change Management Communications, Including onslte activities that will occur within this month. This allows the Core Team to be prepared to coordinate, review &. approve, and participate In the Organizational Change Management efforts for the month, The plan will be delivered, reviewed and approved In the last week of the previous month to ensure the OCM activities are completed on time.

The Monthly Communications Schedule will provide a detailed schedule of the Organizational Change Management Communications, including onsite Activities that will occur within this month . This allows the Core Team to be prepared to coordinate, review &. approve, and participate In the Organizational Change Management efforts for the month. The plan will be delivered, reviewed and approved In the last week of the previous month to ensure the OCM activities are completed on time.

The Monthly Communications Schedule will provide a detailed schedule of the Organizational Change Management Communications, including onslte Activities that will occur within this month. This allows the Core Team to be prepared to coordinate, review &. approve, and participate In the Organizational Change Menagement efforts for the month. The plan will be delivered, reviewed and approved In the last week of the previous month to ensure the OCM activities are completed on time. sas
S&S
sas
sas
sas
sas
sas
3 1 Week
3 1 Week
3 1 Week
3 1 Week
3 1 Week
3 1 Week
3 1 Week
The
Communication
Schedule will be
delivered In
both hard copy
and electronic
copy.

The
Communication
Schedule will be
delivered In
both hard copy
and electroniC
copy.

The
Communication
Schedule will be
delivered In
both hard copy
and electronic
copy.

The
Communication
Schedule will be
delivered In
both hard copy
and electronic
copy.

The
Communication
Schedule will be
delivered In
both hard copy
and electronic
copy.

The
Communication
Schedule will be
delivered In
both hard copy
and electronic
copy.

The
Communication
Schedule will be
delivered In
both hard copy
and electroniC
copy.

I{ .:'.,,:
;.~.t("f , : .. ~.: "-.:' I ·~
197
198
199
200
201
202
203
204
5 6.11.4

6.11.4 6.11.4

6.11.4 6.11.4

6.11.5 6.11.5

6.11.5 Ph.~ "'~ 1~9~(~J;tJ'lI~,
.~

6.11.4 Activity -
-:.'
Change Icommunlcatlons Plan and
Management Monthly Communications
Schedule

6.11.4 Activity -
Change ICommunlcations Plan and
I"anagement Monthly Communications
Schedule

6.11.4 Activity -
Change ICommunicatiOnS Plan and
I~anagement Monthly Communications
SChedule

6.11.4 Activity -
Change Icommunlcatlons Plan and
Hanagement Monthly Communications
Schedule

6.11.4 Activity -
Ch.,nge Icommunlcatlons Plan and
~lanagement Monthly Communications
Schedule

6.11.5 Activity - Change
Change /Management
f'lanagement Communications

6.11.5 Activity - Change
Change IManagement
Management Communications
6,11.5 Activity· Change
Change IManagement
Management Communications
~' ,~~:.,'::

L;c, ·:~t!" tI.

Monthly
Communications
Sdledule (Month 20
Delivery)
Monthly
Communications
Schedule (Month 21
Delivery)
Monthly
Communications
Schedule (Month 22
Delivery)
Monthly
Communications
Schedule (Month 23
Delivery)
Monthly
Communications
Schedule (Month 24
Delivery)
Bral1d the Project
DevelDp Project
Website
Dev'elop Monthly
Newsletter
., -'. ;. ~.. . .' ,;,,~ .,, !:

D~IIVi!r..II"' D:eiiCrl~t)jlJ1l .. ~.;:~,~n~, 9'1t.rt~ ;" ,~ . ~:
.. ~ . : . . ... ". ~: ... " '; . .'
," '-. f; ',-;; 'R.' ' ~ " ~- ' ~- '~' ':·'~pptQxlmidli :' l · .E~d~~ I ~n""1 'De1~·.i.Iu', .. ' D,ellverabl • . ::1, ,~ ' ponnat i' !'~"~ : ,:/\ .~ .•. , . ', ' ,~l!lIt'" ,: .. , '" , The Monthly Communications Schedule will provide a detailed schedule of the organ ~zatlonal Change Management Communications, including onslte activities that will occur within this mDnth, This allows the Core Team to be prepared tD coordinate, review &. approve, and partiCipate In the Organizational Change Management efforts for the month. The plan will be delivered, reviewed and approved in the last week of the previous month to ensure the OCM activities are completed on time.

The Monthly CommunlcatlDns Schedule will provide a detailed schedule of the Organizational Change Management Communlclltions, including onsite activities that will occur within this month. This allows the Core Team to be prepared to coordinate, review a approve, and participate In the Organizational Change Management efforts for the month. The plan w1l1 be dellven!d, reviewed and approved In the last week of the previous month to ensure the OCM activities are completed on time.

The Monthly Communications Schedule will provide a detailed schedule of the Organizational Change Management Communications, Including onsite activities that will oc:c:ur within this month. This allows the Core Team to be prepared to coordinate, review &. approve, and partiCipate In the Organizational Change Management efforts for the month. The plan will be delivered, reviewed and approved In the list week of the previous month to ensure the oeM activities are completed on time. ' The Monthly Communications Schedule will provide a detailed schedule of the Organizational Change Management Communications, Including onslte activities thBt will oc:c:ur within this month. This allows the Core Team to be prepared to coordinate, review &. approve, and participate in the Organizational Change Management efforts for the month. The plan will be delivered, reviewed and approved In the last week of the previous month to ensure the OCM activities are completed on time.

The Monthly Communications Schedule will provide a detailed schedule of the organl7.atlonal Change Management CommunlcatiDns, Including onslte activities that will occur within this month. This allows the Core Team to be prepared to coordinate, review a approve, and participate In the Organizational Change Management efforts for the month. The plan will be delivered, reviewed and approved In the last week of the previous month to ensure the OCM activities are completed on time.

Develop custom logo, Project theme, and other communication collateral that will cmate awareness and recognition of Project-related communications through-out the Solution Implementation.

Set up and update website containing specific Infonnatlon related to the Solution implementation. Thls w1l1 assist the organization In structuring the communications about the new Solution to their constituents and customers.

If deemed appropriate, develop Monthly eNewsletter to distribute to the End-Users via email.

S&S 3
S&S 3
S&S 3
S&S 3
S&S 3
S&S 3
S&S 3
s&S 3
1 Week
1 Week
1 Week
1 Week
1 Week
30 Days
30 Days
3 days
The
CommunicatlDn
Schedule will be
delivered In
both hard CDPY
and electronic
copy.

The
Communication
Schedule will be
delivered in
both hard copy
and electronic
copy.

The
CDmmunlcatlon
Schedule will be
delivered In
both hard CDPY
and electronic
copy.

The
Communication
Schedule will be
delivered In
both hard CDPY
Bnd electroniC
copy.

The
CDmmunlcatlon
Schedule will be
delivered in
both hard copy
and electroniC
copy.

The Project logo
will be
developed using
:Ii hi""
AURLto the
Project website
An eNewsletter
will be delivered
via email to the
Client for
distribution to
the End-Users.
-
:'~~~~
, . " i """, • -':1IIiI " ~~ :.iii- -~- . , "P: "'-- .. : ~ :... '1 L . ;: . • ; ..... ... ,;' .\ '.j'l' ~ - · · ·W · ~~· O · ~;'- ... -::: .- . ': " .' , . ~~. (-'& : .. 't:-- : ~ . "~ . ~~~~~i~L :;:~c~;~~~
: . ~ A.,.,rOiclin.~ :· . t. ~
l l !$Ow,J lPJ1"!)"'" S~W, ~s.r.~ _11. . " w.,~ . ! t.

DeflVe:rplti ~~'tI~~I~l1/(·M.~~l cr~~ir. l.!! ': !::~: ~=Ie .. . . !!VIdence I
•• ' ~ .r<'
- 'It ... P.~i , ' . ~I'n\~ . '
< l :~ .. J"
~ r ~'- •.• ~ " , - ..""1" ,;:,, ", \ _ i .. ~: ',' ."'.' - ' " •. , ' ~" ,:.:: ... ;.. .•. ::' ... ... L .,," -' . .. ..

Change 6.11.5 ActIvity - Change Conduct Quarterly Plan and conduct quarterly on-slte events to Increase awareness regarding 1-Day Onsite 205 6.11.5 Management Change Management current status of Project and key business process improvements. It will S&S 3 1 Week Management Communications Awareness Meetings also provide exposure to the Solution before traIning begins. Event Quarterly The Talking

6.11.5 Activity - Change Prepare talidng points to be used by Client In order to effectively Points 206 6.11.5 Change Management Develop BI-Weekly communicate the progress, pUll'ose and impact of the Solution S&S 3 2 Days Deliverable In Management Talking Points implementation on the organization. The talking points are designed for both hard copy Communications the End-Users. and electronic copy.

The Intranet
Site Content
will be delivered

6.11.5 Activity - Change Provide Client Intranet Provide Information to the Client to post on their Intranet site to ensure in electronic 207 6.11.5 Change Management S&S 3 2 Days copy per month I I"anagement Communications Site Content key Information regarding the Project Is communicated. to the person responsible for
updating the
Intranet.

The Project
Information
Posters will be
delivered based

6.11.5 Activity - Change Develop custom posters and tlmellne (Including updates as the Project on the 208 6.11.5 Change Management Printed Project progresses) that will be used to convey key Project messages Including S&S 3 TBD commun~ation 11anagement Communications Information Posters answers to FAQs, additional facts about the Project, and key business schedule. Each process ch.anges that need to be communicated to the End-Users. poster will be delivered In a
PNG format;
some speCific
. The Sponsor Roadmap Is a tool developed for the Client to help maintain The Sponsor active and visible sponsorship during the Project. It outlines the Roadmap will Change 6.11.6 Activity -Sponsor Sponsor Roadmap responslbllEties of the Client Project Sponsor and a plan of action to assist S&S 3 1 Week be delivered In 154 6.11.6 ~Ianagement Roadmap with supporting and steering the organization during this change. Key both hard copy messaging on what the Client Is responsible for communicating to the End- and electronic Users will be a part of this deliverable. copy.

Based on the findings from the Change Management Assessments, the

6.11.7 Activity -Executive Executive Briefing on OCM team will conduct an executIVe briefing for the Project executives to 153 6.11.7 Change Briefing on Change the Change discuss the potential Impact of the Solution Implementation on the SIllS 3 4 hr. SessIon Instructor led Jlrlanagement Management Program Management Program organization, IncludIng potential resistance to the change. The executive training clan briefing will also outline the executive's responsibility In guiding the organization through the change and minimizing resistance.

Based on the speCific findings gathered during the change assessments, and the Procsi ADKAR mode, the OCM team will conduct a 4 hour training Coaching Plan and OCM sessions with the managers and supervisors of the End-Users most Change 6.11.8 Activity -Change Training Session for Impacted by the Solution Implementation. The pUJ1lOse of the 4 hour Instructor led 155 6.11.8 Management Management Training for Managers &. workshop Is to provide them with key Information they can use to coach S&S 3 1/2 Day Sessions training class Managers Supervisors (2 their direct reports through the change that will occur as a result of the Sessions) Soliutlon Implementation. Each participant will receIve a step-by-step Coaching Plan. Each training seSSion Is designed to accommodate a maximum of 15 managers/supervisors .
. ,; ;~: '. tr /~'.::~ ". '. . .. ~ (" ~ .: ~": '1 .,,\. . .. . ,~ "" .
'1 :
'0: .. ; .' •.... •. ,,~ '~ ~" , .~-:--:< ' .• ~. ' I '. ~·; - .: ..•. . :~, ~ .. ,: ' •. ; :, _, "~.":. tf·\·:~~·~/ . ..:-. :", .

It':'~''-: ':-~.,pt..!. JleeiMm-lbt ' AliPtoxlltl.Ie ' . ··' Ev".nce II ~eI.~. " !!~o~l" ':[ l I!~!-"!@ ~jlW~~~I~, ~I"-~!?L.· ~'Q!::rJit tl$Ml}} ~~~.~IJ~, ~i~lf. c ",. ""'1 V., .... ; .• ~I.I.b .. · ... ~ .. -.. ~ .. ;,L: I· . .:It ~ ~ .~ , . ~ - '. ';,' ~ ~ .' .'" ~' .. 1. >~ . ~ >'.~ , Pllny,. . ~.~ :"':( .~ £ '· ... "tIlltti FOrmat " :
••••• '-:;: 1 -i~ .: .~~.>. ":

Based on the specific findings gathered during the change assessments, Resistance and the Procsi ADKAR model, the OCM team will conduct a 4 hour

6.11.8 Activity -Change Management Training Resistance Management Training that will enable them to identify what 156 6.11.8 Change Management Training for for Managers a change resistance looks like and provide them with general guidelines for S&S 3 1/2 Day Sessions Instructor led Management Managers Supervisors (2 managing resistance. This will Increase the overall success of the Solution training class Sessions) implementation during the Project implementation and when the Solution goes live. Each training session is designed to accommodate a maximum of 15 managers/supervisors.
- "------
CC?, C15: REPLkCE HEI-'l ·~ C! h·
Anaheim Public Utilities I S&S SOW
ATTACHMENT 3

FUNCTIONAL MATRIX
[ATTACHMENT BEHIND THIS PAGE]
Vendor Functional Matrix Responses
D
No Modlflcetlan .. required. Dalred
Pravid.d ea port f"nelianelily la echl.v.d throullh
configu,ation end Ie part of ..... Code. ofba ... ptem. Cost of confi,uretton Ie part 0' .. Iutlan imDlementation.

D
Praw"'''' ift. b ••• Ho modification .. required. Future ,.,Ie ••• wlllindude d .. lred of nex. rclt.a.~ requi ...... nte et no coat. c-.

D

8.~e will requl, 'e fn""nce .men's ere d .. alfled ea minor coding utill,;nl ayat.m defln.d .... ,
'I.,,~
".iI5 wil" coatlnll betw.en $1,000 -....... ne;em.nt. 15,000 -
D
a.H will requ;,. Enh.n •• ments or madlnClltlana u"nll
..'.bll."ed uler exlte or minor cuetom mi"or software ('odlng <_Inll betwe.n $15,001 -GOding 35,000 D
.... Code will Modlflcallons thet require ."batentlel
heve to be development end codlnll coating
modified between U5,00! - $75,000
~"
D
Ib'enalve Eaten,h,e developm.nt e"ort ..
required "'lUlling In development end rnodifiClltion to codinl colta from $75,001 - aver b .. ecocle .100,000 Response Template
Tenns that are not expressly defined below or elsewhere In this Client Fundional Matrix shall have the meanings ascribed to them In the Statement otWotk and the Information System Alreement. The Parties Acree that undefined terms shaD have the meanlncs commonty ascribed to them In the software Industrv. In addition to the foreco1ne. for the purpose of this Cient Functional Matrix, the followlnc words and expressions shill have the following meanings:
-US" Dr ~terprile Servlta aul" mea,ns the means the eMeter Encr'JYIP Meter Data Manacement System which 'Is used to intecrate the Solution with the Identified enterprise systems of Anaheim.
-System"" means the combination of the InformatIOn system and all S&S associated SeJvlce!i that must meet the requirements of the Statement ofWol't and this Client Functional Matrix.

C-l
Attachment 3 • Client Functional Matrtx

1.0 General Requirements
Is ' .... etla ... llly N ..... ot
System Dr
Req .. lrement DescrIption Sa5 Re.pon •• lncluded In Modul.Th.1 N_. Price? IV •• or Provld .. Thl. No) ' .. ndl_lllY ,- I--~
~- ~ ~

1.00.01 System Drovldes that on aT! entry screens fields tab in order Dresentecl on the screen. 25 Yes Account Mat.

1.00.02 System provides that all of the moduleS/Interfaces, including reports, have a consistent look 25 Ves Account Mgt. and feel .

1.00.03 System maintains key header Infonnatlon from one screen to the next. APU requIres that 25 Yes Account Mgt. acmunt numb"" Is Dart of the keY header information .

1.00.04 system 'provides the ability to use hot keys or fast-paths to navigate throughout the system, 25 Yes Account Mgt.

1.00.05 SYstem provide. the ability to qUickly access entry forms using shortcuts (or heads down / high volume data entry (without using the JnO\Jsei. 25 Ves AcCOtJnt Mgt .

1.00.06 System provides the ability to bookmark a form with spedftc account Information , then access 25 Yes Account Mgt. Using the last 10 account drop down a dlffe«!nt (customer, acoount , premises) set of data and be able to go back to the bookmark. feature.

1.00.07 SYstem Drovldes the ability to nave multIDJe ODen sessions for-,,-user to access dall!. 2~ Ves Account Mot.

1.00.08 ste the abllitv to control dlft'erent screen-oaths based on user role. 25 Yes Account "!Qt.

1.00.09 System provides a calendar function as an option where date fields are provided throughout 25 Yes Account Mgt. hesy~iom.

WIthin date fields the system provides a calendar function, which has the follOWing - I~ -

1.00.10 iC2108bllltles:

1.00.11 a HI hllohts ament date 25 Ves Account M t.
• 00.12 b Allows for selection or deslneddate 5 Ves Account Mot •

1.00.13 c Provides for the abmtv to select a dote In a future month 2S Yes Account MIlt.

1.00.14 SYstem provides the ability to provide user-defined on-line documentation that may be used las an oo'/Ine Dn:!!:edures-«)anual. 25 Yes Account Mgt.

1.00.15 System/Vendor prov'odes electronic: system documentation that can be turned Into onnne help 25 Yes Account Mgt. for the users.

1.00.16 System provides the ability to assign user speclflc screen presentation criterfa based on user 25 Yes Account Mgt. sian-In .

1.00.17 SYstem provides the ability to access the last 10 or more accounts accessed through a 'back' 25 Yes Account Mgt. Ibutton or droo down list. - -

1.00 .18 system provides for Significant "cut and paste" capablilties Including but not IImlted to:

00.19 en fields 25 Yes Account Mot.

1.00.20 Between screens windows 25 Ye. Account Mol.

1.00.21 c Between tw ,different aoolicatlons ooon on the desktoD 25 Yes Acc:ount Mot.

1.00.22 d Betweon date fields 25 Yes Accou nl fr.k)L'

1.00.23 e User-defined 25 V~ ACCDunl Mgt. Out a sco""

1.00.24 ste I should orovlde a mUlt tude of outout features Indudln. but not limited to : =--..;- -1.00.25 a Redlrecllnq to any Dt1_nter on the network 25 Yes Account Mot.

1.00.26 b MS Excel 25 Yes t.

1.00.27 c MS Word Mall Me",e 2~ Ves Account Mot.

00.28 s 2S Yes Account M t.

1.00.29 e Email 25 Ves Acoount Mot.

1.00.30 Screen Print 25 Yes A=untM.lIt.
1&.0.31 File 2S Yes Account Mat.
• 0.32' I PDF 25 Yes Account Mot.
h 1.00.33
~~.otWi •. - .- - 5 No
---
outofocODe
::ua.ao
110.01 iSYstem orovldes the .bll1tv to aocommodate multl-comDany codes. 2S Yes Account Mat. ut of SC.ODf!

1.10.02 System provides unlqueldentHIers that will be presented within the main CSR screen that 25 Y.es Account Mgt. allows the CSR to qUickly Identify what company they are accessing.

Svstem provides that every dBte element In the system ! with aa:ess to be grant ed to users

1.10.03 with the proper security, Is available for InqUiry, Including but not IImltect to the following :

0.04 a Accaunt number . 25 Yes Account M!It.
• 10.05 mer number • 25 Yes Account Mat.
. 1.10.06 c Premise numJJer.. 25 es Account Mot.

1.10.07 d ParaiID . 25 Yes nt

1.10.08 e) Customer name, Indudlng Last nam e, Arst name, DBA, BusIness name, and customer last 25 Ves Account Mgt • .une with two last names.

1.10.09 P~marv Dhone number. 2~ Yes Account Mat.

1.10.10 Secondary hone ber udino business. residential and cen ohone 25 A=untMllt.

1.10.11 h Driver nceMe. 25 Yes Aa:ount Mot.
1 10.12 Social secur.1tY number . 25 Yes Account Mcrt.
110.13 Em I dd 25 Yes Account Mat.

1.10.14 k Account status. ~ Account Mat.

1.10.1S I EQuipment meter number. 25 Yes I\Cg!!IDt MJIt. 110.16 . Premlse address . 25 Yes Account Mot.

1.10.17 Moolllna address. 25 Yes Account Mat.

1.10.1S e 25 Yes Account Mot.

1.10.19 System prov1des the ability to mask specific numbers (e.g ., 55") or provide full access to SSN based on security access. 25 Yes Account Mgt.

1.10.20 ProVide the ability to create a user-defined search that can easOy be changed based on the users needs. Search could Include the following:

1.10.21 la1 Svstem fields S JW Account Mat. out ofscooo

1.10 .22 b Fllte S No Ac.!'!l!lnt MlIt, Out of SCOI!!L

1.10.23 c If-than-else statements ~ No Account Mat. Out ofscooe

1.10.24 system provide s the ability to save the user-denned search for future use. S No Account Mgt. Out of scope

1.10.2S
System provides the ability for the saved user-deflned sealdles to be accessed through a drop 5 No Account Mgt. Out of scope down list by other users With the appropriate level of security.

1.10.26 system provides the ability to export searches Into a 3rd party tools such as MS Excel with the 15 No Account Mgt. Qutofscope .eC\Jrity.

1.10.27 System provide. the ability within a search results screen to rearrange (drag and drop) display 15 No Account Mgt. Out of scope columns to have search data presented based on a personal preference .

1.10.28 ISystem Drovldes the abllitv to search bV J>artla address such as street name. 25 Yes Account Mot.

Not available for all searches.

1.10.29 System provides that searches can be perfonned on more than one 5elllrch criteria field at the 2S Yes Account Mgt. COmbinations do exist but combination same time . s"!:::::! cannat !le ~nabled for all

1.10.30 System provide s that searches ean be performed on accounts nagardl ... ofthelr status . 25 Yes Account Mgt. system provides the ability to support wild card and phonetic (I.e., Soundex) searches on any

1.10.31 number of fields . These searches should be able to work In all software modules Including ad- 25 Yes Account Mgt. For customer name and address onty. hoc reporting .

1.10.32 system proVides the ability to niter/order adjustment dates on accounting forms for ease of 'fl~dlno certain charoes . 2S Yes Account Mgt.

1.0 General Aequframenh!l
A1tectunenl 3 - CIani Funa.lonal MalTix

1.0 General Requirements
' ,0 Ganeral Requlre~m.
25 Yes
be ldenbfted during BPA'.
shall advise Client If
req'ul"emenls will requl"" a data
, ... ,"""ouse. The Data warehouse
not In scope. sas has
delivery of 5 CUSlDm
Idashboaros.
",' - -- ~ \ - ~ .. .- - - ~~
. .
- -- -
+4 ""porting license
to cover 4 external systems.
lS Yes Wot1c Queue
2S Yes security II.

Auditing
2S Yes Security &.

Auditing
25 Yes Securtty II.

AudIting

1.0 General Requnmants 5
_ ..... 111 3· CI .... Functional Malrtx
are severe In nature.
would be II Cilil or page sent to personnel on can responsible for resolving problems cannot be resotvecl by use of automated online notification and resolution. For example, event such as a batch process that ends abnormally or II hBrdwlIre failure. provides tile ability to have In the areas where botch processln~ OCCU"', • clear easy way tD roll back postings that were done In error or out of sequence. The roll shall be handled by (I.e., be • function of) tile software I database system. The process should be an automatic, Intrh1s1c function of the sof'twlre, not something Is to Inctude the ability to spedIV any edit override capability on the tile security placed on that overrtde capability. Edits will be performed pt10r to updates to the data and wlllindude an error correction fadllty.

1.0 Genoral RequlI8II1Of11I
25 25
25 25
25 25
Yes
Yes
Yes
Yes
Yes
Yes
Job SCheduler
Job Scheduler
Job Scheduler
Security Il
Auditing
Security Il
Auditing
Security Il
Auditing
and ftnanclal fleld. only
and bank account
encrypted on the
database. Encryption en
will be contra.ed by Client
A.ElChman( 3 . Client Func:Uonal MIIUtx
25 2S

1.0 eon .... RoqunmenlS
Yes
Yes
SOOJIitV 8.

Auditing
Security 8.

Auditing
7 Attachment 3 • Client Functional MaI~x

2.0 Account, Customer, and Premise Mgmt
Requirement Description
II Functionality
Induded In
Price? (Vel or
No)
Name of System
or Module That
Provld .. Thll
funct ionality
Notes
r. . ~-: .. ...
~~2~.DO~.O~Q~ -~~~~~~~:~~~~-4~----------~-----------=+---~~'~~~------~--~----~ .- System provides the ability to store prior system c~tomer

2.00.01 numbers from Ie a stem .

2.00.02 System to automatically generate unique customer numbers.

2.00.03 System to automatically generate unique premise numbers.

2.00.04 System to automatically generate unique account numbers.

2.00.05 2.00.06

2.00.07 2.00.08

2.00.09 2.00.10

2.00.11 2.00.12

2.00 .13
System provides the ability to house a unique location number to Identify Branch, Office, etc. within APU. The number will be use to help direct the output file for processing and printing.

System provides the ability to have a multi-company code or unique IOClltion number that will allow easy access for a CSR to System provides the ability to create a temporary account (e.g., construction sites etc.

System provides the ability to assodate one customer with multiple premises.

System provides the ability to associate a customer to a billing account and remise.

System provides the ability for user to modify specific data fields (regarding customer, meter, billing, etc.) for a single account.

System provides the ability to capture birth date and provide for

2.00.14 calculation of age to allow Dr disallow certain functions Dr services based upon age.

2.00.15 2.00.16

2.00.17 2.00.18

2.10. 00

2.10.01 2.10.02

2.10.03 2.10.04

2.10.05 2.10.06

2.10 .07

2.10.08 2.10.09

2.10.10 2.10.11
System provides the ability to set defaults In deSignated fields (tax, penalty and cutoff exemptions) based upon customer class with the ability fOT an override condition.

System provides the ability to set user-defined defaults for customer Account and Premise data fields.

System provides the ability to default mailing address to service address unless over-written based on company code.

System provides the ability to capture a company name for non­ residential accounts.

System provides the ability to capture customer' s entire name Indu'dln the followin
a First
b Middle
cLast
d TItle

2.10.12 a Drivers license

2.10.13 b ocialsecuri Number SSN orTa 10

2.10.14 c) Other

2.10.15 d Phone number

2.10.16 e} Password
System provides the ability to identify the relationship of second

2.10.17 person to primary account holder to included in the following but not limited to:

2.10.18 2.10.19

2.10.20 2.10.21

2.10.22 2.10.23
a Souse
b Roommate
c Landlord
d Seconda Pa
e Guaran or
f) 3rd Party Non-related (e.g., Attorney, Executor, Guardian, etc.

2.0 Account, Customer PremiSS Management
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
10 No
25 Yes
25 Yes
25 Yes
25 Yes
25 yes
25 Yes
2 Yes
25 Yes
25 Yes
25 Yes
25 Yes
2 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
'-5 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
Account Mgt.

Account Mgt.

Accou nt Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt.

Account Mgt,
Account Mgt.

Account M t.

Acco t M t.

Account M t.

Aunt M t.

Acco nt M t.

Account M
Account M t.

Acco nt M t.

AccountM .

Account Mgt.

Account M t.

Account Mgt.

Account M t.

Account M t.

Account M t.

Aunt M t.

Account M t .

Account Mgt.

Certain en masse data
fields only: rate, cyde,
route.

Age calculation taken out
of scope by Core Team.

Blrthdate Is left In.

Through a user-defined
field.

Through a user-defined
ald.
8 Allachmenl3 • Client Functional MIIIrix

2.10.44 25 Yes Account Mgt.

2.10.45 25 Yes Account Mgt.

2.10.46 25 Yes Account Mgt.

2.10.47 25 Yes Account Mgt.

2.20.01 2.20.12 25 Yes Account Mgt.

2.20.13 25 Yes Account Mgt.

2.20.14 25 Yes Account Mgt.

2.20.15 25 Yes Integration of Scope

2.20.16 25 Yes Integration of Scope

2.20.17 25 Yes Account Mgt.

2.20.18 25 Yes Account Mgt.

2.20.19 25 Yes Account Mgt.

2.20.20 25 Yes Account Mgt.

2.20.21 25 Yes Account Mgt.

2.20.22 25 Yes Integration

2.20.23 25 Yes Integration

2.20.24 25 Yes Account Mgt.

2.20.25 2.30.01

2.0 Account, Customer Premise Management 9
Allachment 3 - Client Functional MaIrix
25 Yes Account Mgt.
unclerstan,ds this will
2S Yes Account Mgt.
2S Yes Account Mgt.
, .
25 Yes Account Mgt.
25 Yes
ability enter, display and track billing
for a OJstomer to indude the following but not
•• '--- -- --~-- ... --,.~.-. -" ~---r;r1I"- -~ -- ~''''J' ~-~~-'-"1' . -. . ; l -. " . .11. :"(. :. t~ 'r . • • .... J 'I' • ~ .' '- ...
.. ' .~. -. ~ . I,."", ~.. . ' ... 'J' • ~ • ' ..
':0..:. ~ . ___ ' ._ ~_ _ __ '. _ ,,-,_l·-_.-.·_·_ .~."-'------" Z5 Yes Account Mgt.
method of notification for expired tax exempt 2S Yes Account Mgt. of Scope 25 Yes Account Mgt.
25 Yes Account Mgt.
25 Account Mgt.

2.0 Account. Customer Premise Management 10
Allactvn.nt 3 • Client Functional Malrtx
25 Yes AaDunt Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.

Integration
Integration
25 Yes
25 Yes Account Mgt.
25 Yes Mgt.
25 Yes Account Mgt.
~~f..~ (~'iS .~ ~ ~:::::::~~~ "":~: - ~-'I
~~I:!"";].E.~:'-'_~f:L~:r.~ ~~..:.! ~

2.80.01 System provides the ability to create, store and present scripts 25 Yes Automated Workflow to be defined In for calls that the CSR's can follow. Wor1cflow BPA process

2.80.02 System provides the ability to configure scripts by 25 Yes Automated Workflow to be defined in Iproduc:tlservice lind the tvoe of call. Wor1cflow BPA process

2.80.03 System provides the ability to have scripts prompt users of key 25 Yes Automated Wor1cflow to be defined In data capture questions related to the issue. Wor1cflow BPA process

2.80.04 System provides the ability to have up to 20 questions for each 20 Yes Automated script type. WDrlcfIow
~'; L..!!.:-.~:TI!:I _~,:;'~'f.'F.'",~ :..:.;,w:I:'''F~- .. ,~'::1'3E:-=-::"Q:-=-"J~ :s.~-.IT..~L~~ ~- ~ ~~~3L~-~

2.90.01 2.90.02

2.90.03 2.90.04

2.90.05 2.90.06

2.90.07 2.90.08

2.90.09 2.90.10

2.90.11 2.90.12

2.90.13 System to provIde the ability to activate one or more specific services without others.

System provides the ability to terminate any flat rate service and start metered service without programming.

System to provide the ability to alert the user of customers that have alert codes (e.g., cash only, confidential, etc.)
System to provide the ability to aSSOciate customer to special service offerings Including:
a Discount acka es.
b L.evelized aments.
c Conservll ion Ian.
d Charitable d nation Ian.

System to provide the ability to set up an Installment plan for services provided with a fixed total amount due, monthly a ment amount and fixed end date.

System to provide' the ability to set up an Installment plan for charitable wntributions with tI fixed or unlimited total amount due, monthly payment amount, and fixed or unlimited end date.

System to provide the ability to setup and maintain recurring bank draftln or redlt card dr ftin •

2.0 Account. Customer Premise Management
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt. Out of Scope
25 Yes Account M t.
25 Yes Account M t.
25 Y Account M
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
12 Attachment 3 - Clent Functionat Mattix
15 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt. contract
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
25 Yes Account Mgt.
20 Yes Account Mgt.
20 Yes Account Mgt.

Yes Account Mgt.

Yes Account Mgt.

Yes Account Mgt.
2S Yes Account Mgt.
to associate customer to special
25 Yes Account Mgt.
25 Yes Account Mgt.

Marketing 2S Yes Account Mgt.
provide the ability to notify user of new products or
to market to customer based upon psychographic code 25 No customer infonnation.

2.0 Account. Customer Premise Management 14

3.0 Customer Self-Service
Is Functionality Name of System
Requirement Description sas Response Induded In or Module That Notes Price" (Yes or Provides 11IIs No) Funetionallty
....... ~~ .

3.00.01 System to provide the ability for customer to create their own 25 Yes WebConnect [orofile with u~er name and oassword.

3.00.02 System provides the ability to change· Pin or Password using a [securit\tJ:luestlon. 25 Yes WebConnect
System would require authentication using an account/PIN

3.00.03 combination when linking an account or group of accounts to a 25 Yes WebConnect user name.

3.00.04 System to provide the ability to provide e-mail confirmation and 25 Yes WebConnect user 10 Information In real-time, automatically.

3.00.05 Svstem to orovide the abllltv to link accounts on-line. 25 Yes WebConnect

3.00.06 System to provide the ability to require usemame-password to 25 Yes WebConnect 'access account information

3.00.07 System to provide the ability to relate multiple customer ' 25 Yes WebConnect accounts to one on-line account.

3.00.08 System supports Spanish language and presentation (Customer oreferred lanauaae oreference 1. 1 No Out of Scope

3.00.09 System will allow for removal of Items not needed by the utility 25 Yes WebConnect e.a. tabs certain features functionalitv. etc.)

3.00.10 System will allow for the web self-service customer to change 25 Yes WebConnect [the customer's name.

3.00.11 System will allow for the web self-service customer to change Ithe customer's address. 25 Yes WebConnect
In the event the customer has more than one address, the

3.00.12 system will allow the web self-service customer to 'plck and 25 Yes WebConnect choose" which address to change from a drop-down list of all

3.00.13 System will allow for internal links (hyper1lnks) to shared documents. Imaoes websltes and otiler media. 25 Yes WebConnect

3.00.14 System will allow for external links (hyper1inks) to shared IdDcuments Imaoes. websites and other media. 25 Yes WebConnect

3.00.15 Entire online web self-care system will be customized for the [utilitv indudlno but not limited to:
a) Exact same "Iook-and-feel" as the utility's website (tabs,

3.00.16 navigation, etc.) on home page, second level pages, and ali 25 Yes WebConnect loaoes.

3.00.17 bl Exact same colors 25 Yes WebConnect

3.00.18 c Exact same branding. logo's and headlines 25 Yes WehConnect

3.00.19 d) EXllct use of the utility's Cascading Style Sheet (CSS), HTML, etc. 25 Yes WebConnect

3.00.20 e Exact use and dlsDlay of content frames lists etc. 25 Yes WebConnect

3.00.21 f) Exact use and display of drop-down menu's, sidebars, etc. 25 Yes WebConnect

3.00.22 Exact use and dlsDlay of HTML tables. 25 Yes WebConnect

3.00.23 h Exact same use of fonts backoround and coll]rs. 25 Yes WebConnect

3.1".~O On-Une ~"net ~~nt Ac;Uon.

3.10.01 System to provide the ability to set up recurring checking and / 25 Yes PayConnect [OU;ltvinos account oavment drafts on-line (ACH1.

3.10.02 System to provide the ability to set up recurring credit card 25 Yes PayConnect avment draft on-line.

3.10.03 System to provide the ability to modify recurring credit card 25 Yes PayConnect IInformation O1!-lin~J

3.10.04 System to provide the ability to modify r:ecurring checking / 25 Yes PayConnect savinos account information on-line.

3.10.05 System provides the ability pay a one time payments via Ifollowlna m .. thod:

3.10.06 a Credit Card 25 Yes PavConnect

3.10.07 bl Check 25 Yes PavConnect

3.10.08 c Savinas 25 Yes PavConnect
system provides options for payment type based on the

3.10.09 previous payment history. (If the customer used a different 25 Yes PayConnect credit card last month and wants to use a different card).

System will mask all numbers except the last four digits.

System to provide the ability for a new customer to enter ali

3.10.10 required and optional customer account Information to establish 25 Yes PayConnect :a~a n .. w

3.10.11 System to provide the ability to require employee approval of 25 v __
WebConnect Out of Scope new customer Drior to estabiishina customer In sv~t .. m. ,~"
System to provide the ability to update mailing address, phone

3.10.12 number, or other user-defined customer account fields on-line. 25 Yes WebConnect Any changes will be captured induding old value/new value and ["hano .. source etc.

3.0 Customer Self Service Mgmt Page 15

3.10.13 3.10.14

3.10.15 3.10.16

3.10.17 3.10.21

3.10.22 3.10.23

3.10.24 3.10.25

3.10.26 3.10.27

3.10.28 3.10.32

3.10.33 3.10.41

3.10.4-2

3.10.43 3.10.44

3.10.45 3.10.46

3.10.47 3.10.48

3.10.49 3.10.50

3.10.51 3.10.52

3.10.53 System to provide the ability for on-line updates to be available In real-time for access to display the most current element value.

System to provide the ability to prevent a customer from performing an on-nne self service function if an alert code or restriction exists for that Qlstomer and that function (e.g., cash 10 •
System to provide the ability to review pending service orders.

System to allow user to set up deferred payment plans based on flxed dollar amount per month In addition to current bill amount.

System to allow the set up of payment plans for accounts a 0 I to a uti' -defined status and conditions.

System to allow flexibility to modify payment plan installment amounts and due dates - according to utlOty-defined status and System provides the ability to prevent cut-off notices from being c ated when a m niter s
System provides the ability to extend payment terms and dates.

System logs all e-mails or on-line requests on
Accou •
Customer Self-Service system provides the ability to accept payment and process for the following city-wide services, t II
2S Yes WebConnect
25 Yes WebConnect
25 Yes Pa onnect
25 Yes Pa nnect
1 No
1 No
1 No
25 Yes PayConnect
25 Yes PayConnect
25 Yes PayConnect
25 Yes WebConnect
25 Yes WebConnect
15 Yes WebConnect Out of Scope
25 Yes WebConnect
25 Yes WebConnect
25 Yes WebCOnnect
25 Yes WebCOnnect
25 Yes Integration Out of Scope
. 25 Yes WebCOnnect
25 Y W nnect
25 Yes WebConnect
25 Yes WebCOnnect
15 Yes WebCOnnect Out of Scope
15 Yes WebCOnnect Out of Scope
25 Yes WebConnect
25 Yes WebConnect
25 Yes WebCOnnect
25 Yes WebCOnnect
. -. -- - -- '. r -.:. ~ ,. ~ ~ ~
. , .
,_~. :. • I _ _"
15 Yes
15 Yes
15 Yes
15 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
15 Yes
Web nnect 'Out of Sco
WebConnect Out of co e
WebCOnnect Out of Scope
Web nnect
WebConnect
WebCOnnect
WebConnect
WebCOnnect
WebConnect
WebCOnnect
Web nnect
Out of Sec e
On-line requests
I
Out of Sco e

3.0 Customer Se" Service Mgmt Page 16
15 Yes WebConnect
15 Yes WebConnect
15 Yes WebConnect
5 No
25 Yes WebConnect
25 Yes WebConnect
25 Yes WebConnect
25 Yes WebConnect
25 Yes WebConnect
15 Yes WebConnect
15 Yes WebConnect
15 Yes WebConnect
15 Yes WebConnect
on- 15 Yes WebConnect
15 Yes WebConnect
15 Yes WebConnect
15 Yes WebConnect
15 Yes WebConnect
15 Yes WebConnect
25 Yes WebConnect
1 No
25 Yes WebConnect

3.0 Cushlmer Sell ServiClo Mgm! Page 17
25 Yes WebConnect
25 Yes WebConnect
25 Yes WebConnect
25 Yes WebConnect
Yes WebConnect
Yes WebConnect
25 Yes WebC'".onnect
25 Yes WebConnect

3.30.17 25 Yes WebConnect

3.30.18 Yes WebConnect
Yes WebConnect

3.30.35 25 Yes WebConnect

3.30.36 b) Helping Hands 25 Yes WebConnect

3.30.37 c) Green Power 25 Yes WebConnect
Paperless billing I EBPP 25 Yes PayConnect
Rebate program Information (i.e., loan balance, status, etc.) 25 Yes WebConnect 25 Yes WebConnect

3.30.42 i) Program enrollment / dlsenrollment 25 Yes WebConnect

3.30.43 ii) Credit / refund choice at annual true-up 25 Yes WebConnect

3.30.44 iii) Credit refund balance 25 Yes WebConnect

3.30.45 Iv) Dollars and quantity balance 25 Yes WebConnect

3.30.46 Monthly billing option 25 Yes WebConnect

3.30.47 Other conservation measures 25 Yes WebConnect

3.30.48 Ability to allow customers to select their preferred rate code 25 Yes WebConnect

3.0 Customer Self Servloe Mgml Page 18
"L4IMID '. ' ,
, - - .------.

System to provide the ability to send customers email messages

3.40.01 based on the customer profile. (e.g., Budget bill, Levellzed, 25 Yes WebConnect : Dian. ACH. etc'.)

3.40.02 System to provide the ability to provide e-mail notification for 25 Yes WebConnect account reminders, payment arrangements, appointments, etc. '3.40.03 System to provide the ability to provide e-mail notification of on- 25 Yes WebConnect line Droflle chanoes.

3.40.04 System to provide the ability for CSR to observe on-line user's 1 No Out of Scope creen when enoaoed on call with same user.

3.40.05 System to provide the ability to display messages based upon 15 No Modification, See customer status/services/un-used available services, etc. Exhibit 1

3.40.06 System to provide the ability to conduct an on-line discussion 10 No Refer to 16.70.01 Isession with a customer.

System will provide for Green Power enrollment using the web Workflow to be

3.40.07 customer self-service portal. 25 Yes WebConnect defined in BPA IDrncess

3.6O.(lD t .. ".Q!=-ReSDOnK

3.50.01 System to provide the ability to provide account data via IVR 25 Yes Integration Interface.

3.50.02 System to provide the ability to accept payment via IVR 25 Yes Integration Iinterfllce.

3.50.03 System to provide the ability to accept service request via IVR 25 Yes Integration Out of Scope Interface.

3.50.04 System to provide the ability to log IVR Interface access in 25 Yes Integration customer historv.

L - _ - -
COunts:'
Count of All 15'5
Count of All 5'5
Count of all 3's
Count of all 1'5
Total Requirements

3.0 Customer Sell Service Mgmt Page 19
Attachement 3 - Client Functional Matrix

4.0 Credit and Collections
Is Functionality NameofSy.tem
Requirement Description $loS Response Induded In or Module That Notea Pr":e? (Vea or Provldea This No) Functionality
'1.utfw u ..... ";~. --. • - "!'" 1--'

4.00 .01 system provides the ability to maintain a record of open 25 Yes cac accounts receivable Indeflnltelv.

4.00.02 system will retain searchable history on accounts with any 25 Yes cac balance for more than 60 months.

System provides the ability to view on-screen a listing of at least

4.00 .03 60 (user-defined) months transactions on a specific account. 25 Yes cac These transactions Include adjustments, payments, meter transactions, database changes, etc.

System provides the ability for the system to maintain all

4.00.04 account receivable charges regardless of debit or credit in their 25 Yes cac 1-4>.10.00
original state at tlf!1e of bill,TQ. . -. ~ - - - ~
J'Al lCir'OCuiiliiil

4.10.01 System provides the ability to allocate partial paymentsiiiiSed on service for the fOllowina ~

4.10.02 a Priority 25 Yes C&.C

4.10 .03 b 1 Due date - oldest date 25 Yes C&.C

4.10.04 c Weiahted Dercentaae 25 Yes C&.C

4.10.05 d The ability to arlaritize the above order 25 Yes cac

4.10 .06 System provides the ability to accept Dver-payments with 25 Yes cac automatic aeneratlon of DrODe - accountlna entries.

4.10 .07 system provides the ability to track pre-payments for services. 25 Yes cac

4.10.08 System provides the ability to provide far positive or negative Ibillina adfLstments with audit trail . 25 Yes cac

4.10.09 System provides the ability to manually transfer balances on 25 Yes cac Iinactive accounts to other accounts with audit trail .

4.10 .10 System will allow overpayments to remain as a credit on the 25 Yes cac account with automatic generation Df proper accounting entries.

System provides the ability to automatically create an edit report

4.10.11 to approve final credit balance refunds. Refund dates are user- 25 Yes cac Idefined.

System has the ability to retain a credit balance In an account,

4.10 .12 regardless of account status or other automated refund 25 Yes cac

4.10 .13 System provides the ability to cut checks for oiler payments as 25 Yes cac defined by user-defined criteria.

4.10.14 System provides the ability to have a grace period between the 25 Yes cac last payment date and the Issuance of a refund check. system provides the ability to Issue a credit refund regardless of

4.10 .15 the balance due Dn the account in the event of a payment made 25 Yes C&C in error.

System provides the ability to cut a check for any specified System Df Record will be

4.10.16 amDunt regardless of balance of account but not to exceed the 25 Yes cac defined during BPA credit balance on the account. process (en Questa or
Intv FAPl

4.10.17 System provides the ability to make the appropriate journal 25 Yes cac entries to the general ledger when refunds are made.

System tD allow user tD code bankruptcy date, Identify prior

4.10.18 amDunt for write Dff, and system will ignore all amDunts due 25 Yes cac I ".in. to th" h"nknmtcv date

4.10.19 System ShDUld generate refunds of final bill credits Dr :!5 Yes C&.C iovemavm'!nts.

System provides the ability to automatically generate security

4.10.20 deposit refunds as a credit to the account based on pre-defined 25 Yes cac Ind .. s
System provides the ability to automatically generate security

4.10.21 deposit refunds as a check to the customer based on pre-defined 25 Yes cac rules _. --
~D lAIR

4.20.01 System provides the ability to post adjustments to accounts that 25 Yes cac have been written off.

4.20.02 System provides on-screen interactive adjustment process, 25 Yes cac IndudlnQ review and approval prior to posting.

System provides the ability to set doilar limits Df adjustments

4.20 .03 that will not be applied to the customers account. The 25 Yes C&C adjustments will be place In a queue for approval.

4.20 .04 System provides an audit trail of all adjustments that include the followlno;

4.20.05 a) Doilar amount 25 Yes cac

4.20.06 b) User ID that created modified deleted the adfustment 25 Yes cac

4.20.07 c) User ID that aDoroved the adjustment 25 Yes C&C

4.20.08 d) ReasDn or reason code or comment 2S Yes cac

4.20.09 e Date 25 Yes cac

4.20.10 f) time 25 Yes cac

4.0 Credit Collections Management 20
A1I8chemen! a - Client Functional Matrix

4.20.11 4.20.12

4.20.13 4.20 .14

4.20.15 System provides the ability to accommodate back billing for

4.20.16 multiple periods with an adjustable stDrt and end date using rates effective during bllclc billing time frame.

4.20.17 4.20.18

4.20.19 4.20.20
Selected users can transfer deposits from one account to another with audit trail.

System provides the ability to transfer Individual AIR line items from one account to another with audit trail based on security.

System provides the ability to transfer entire AIR recon! from one account to another with audit trail and proper security.

System provides the ability to transfer entire AIR items to a new account at the point of termination, a customer has the option to

4.20.21 have their AIR transferred to a new billing account in IIccordance with utility defined parameters. Initial bill at the new location will represent both the transferred AIR and new AIR.

4.20.22 4.20.23

4.20.24 4.20.25

4.20.26 4.20.27

4.20.28 4.20.29

4.20.30 4.20.31

4.20.32 a) accounts

4.20.33 b) services

4.20.34 c) products

4.20.35 d) Cancel I reblll

4.20.36 e) User-deflned
System provides the ability to calculate and dispiiiy minimum

4.30.01 balance required and the last day to pay before further IIction ma be tIIken.

4.0 Credit Collections Management
25 25
25 25
25 25
25 25
25 25
25 25
25 25
25 25
25 25
25 25
20 20
25 Z5
25 Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
cae cae
C&c
C&C
C&c
C&c
C&c
C&c
cac
C&C
cae
cae
C&C
cac
C&C
C&C
C&C
cac
C&C
C&c
C&c
C&C
cac
C&c
cae
The reblll relies on
proration being turned
on. If It Is turned off,
aient would need to
create the new bill for
each billing period.

Fixed fee.

Cognos shall be used to
export the identified
data and enQuesta mass
adjustment modules will
import.

Cognos shall be used to
export the Identified
data and enQueStil mass
adjustment modules will
import.

Cognos shall be used to
export the identified
data and enQueStil mass
adjustment modules will
import.

Cognos Shall be used to
export the Identlfled
datil lind enQuesta mass
adjustment modules will
import.

Out of Scope - Ad-Hoc
query would need to be
developed by aient for
extract
21 _en! 3 • Clianl Funcllonal M8lrix
produce past due notices based upon customers'
method of communication and user-defined business 20 Yes C&C 20 Yes cac
2S Yes cac
Yes C&C
Yes cac
Yes cac
Yes C&C
Yes cac
25 Yes cac
2S Yes cac
25 Yes cac
25 Yes cac
25 Yes C&C
2S Yes C&C
2S Yes cac
25 Yes C81C:
2S Yes cac
2S Yes cac
25 Yes cac
25 Yes cac
the ability to generBte a report of accounts that
and that have special alert codes (e.g., life 2S Yes C&C in home, essential services, etc).
rules for dropping accounts from delinquent ledger
reasons Including but not limited to: payment
bankruptcy proceedings, life support, high bi11 25 Yes cac disputes, re-read order pending, payment a certain dollar amount, other user-defined
25 Yes cac
25 Yes cac
25 Yes cac
25 Yes cac
25 Yes C&C
25 Yes Account Mgmt
2S Yes cac

4.0 Credit Collections Management 22
Attachement 3 - Client Functlona/ Matrix

4.40.22 4.40.49

4.40.54 4.40.55

4.40.59 4.40.60

4.40.61 4.50.01

4.50.05 e) deposit on file (I.e., greater than the balance outstanding means no-disconnect.)
ability to manually exempt an account
the ability for accounts to be manually exempt
exported to an IVR system for outbound dialing.
the ability to filter based on the below criteria
a file that can be sent to a text messaging system
the following outbound texting activities:
the ability for accounts to be manually exempt
exported to an IVR system for outbound dialing.
the ability for accounts to be manually exempt
exported tD a text/SMS !;'fstem for outbound dialing.
set up criteria for reporting by the system that
accounts eligible for write-off to include the following:
bad debt legal, sundry, account status,

4.0 CredlI Collectlona Management
Module actlve/1nactlve
will be configurable.

BPA's to determine If
requirements is either a
20 Yes cac to the
balance
balance.
25 Yes
¥es
Yes cac
Yes cac
25 Yes cae
25 Yes cac
25 Yes eae
~- - -.... . . '--. - ,1 -:., o· • _. :: - \.'
, • I
" • '. .: .- :....-~' ---.i.- -,_:"ri-;
25 Yes cac
25 Yes cac
23 AtIacIIement3 • Client Functional Ma1rIx

4.50.06 el User-defined 25 Yes cac

4.50.07 System provides the ability to manually write·off selected cham es. 25 Yes cac
User-clefined criteria Is
limited to: Termination
System provides the ability to automatically select accounts for date, closed account,

4.50.08 write-off based upon user-defined criteria. 2S Yes cac dollar amount. No installment plans,
dispute(active), no
activity since.

4.50.09 System provides the ability to track when and how much an 25 Yes C&C account was written off for.

4.50.10 System provides the ability to view at the customer level 25 Yes C&C historical write-offs for accounts that pertain to that customer.

4.50.11 C stomers that have been written-off can be reactivated. 25 Ves cac

4.50 .12 System provides the ability to report against payments received on Bccounts thBt have bee-n written-off. 25 Yes cac

4.50 .13 System provides the ability to display write-off amounts on-line 25 Yes cac and post payments to prior-year write-off ledger accounts.

System provides for the ability to systematicaUy and

4.50.14 automatically accept and report payments on previously written- 25 Yes cac off amounts (e.g., the credit payment is applied and normal processing occurs withoUt human Intervention).

4.50.15 System to fiag user when a customer with write-off history when 25 Ves cac creating a new account.

4.50.16 System provides ability to activate a rustomer in write-off status Iwithout collectlna the write-off amount. 25 Yes cac

4.50.17 System provides the ability to run the write-off process within an 25 Yes cac Out of Scope hour window. . :'I IJ III '~.lE,· -~::;''!':li::~::-f.~:''- -~~:;_' •. ~4:-',i..l::-~' -~-'= :r~-~ .. ~ __ ~: _ ~ji-; :.:~~c~c.:: ~_-:-~r: --._-::'.::2'~~

4.60.01 4.60 .02

4.60.03 4.60.04

4.60.05 4.60.06

4.70 .01

4.70.02 4.70.03

4.70.04 4.70.05

4.70.06 4.70.07

4.70 .08

4.70 .09

4.70.10 4.70.11

4.80 .01

4.80 .02
provides the ability for selected UseJS to anc:hlve billing receivable history based on user entered effective
the ability for selected users to anc:hlve
based on User entered effective dates.
the ability for selected users to anc:hlve other
related Information based upon user-
for capability to allow refund of deposit fees to be
or maintaining adequate credit score.
will provide the ability to assess a dePOSit by service.

System will support the ability to charge different deposit amounts for commercial and industrial rustomers, In particular:

4.0 CredR Collectlans Management
2S
25 25
2S
25 25
25 25
25 25
25 25
25 25
15 25
Ves cac of Scope
Yes C&C of Scope
Yes cac of Scope
No cac
Yes C&C of Scope
Ves cac of Scope
Yes C&C
Yes cac
Yes cae
Yes
Yes cae
Yes cac
Yes C&C
Yes C&C
Ves cac
Yes C&C
Yes C&C
24 Attachemenl 3 - Client Functional Matrix

4.80.06 4.80.07

4.80.08 4.80.09

4.80 _10

4.80.11 4.80.12

4.80.13 4.80.14

4.80.15 4.80.16

4.80.17 4.80.18

4.80.19 4.80.20

4.80.21 4.80.22

4.80.23 4.80.24

4.80.25 4.80.26

4.80.27 4.80.28

4.80.29 4.80.30

4.80.31 4.80.32

4.80.33 4.BO.34
d) Amount of anticipated consumption by service
e motors etc.
f
h romises
I) User-defined
system will provide for separate deposits to be collected and reported for individual services.

System provides the ability to default deposit amount for selected services based upon user-defined criteria (e.g ., type of service, number of services, etc.)
System provides the ability to accept Line of Credit or Surety Bond information to satisfy the deposit requirement for non­ t .

System provides the ability to assess deposit by service.

Separate deposits can be collected and reported for individual services (Must have way to Insure the correct deposit is applied system allows II deposit for II single account and across multiple accounts. A customer can apply a single deposit to (Dver multiple premises.

System will transfer existing deposit (5) to a new acmunt or service. At the point of termination, a customer has the option to have their deposit transferred to a new billing acmunt In accordance with utility defined parameters.

System allows for the transfer of the deposit to another account being opened by the customer when credit rating warrants the need for a deposit If the customer transfers from one premise to anothe r.

System will calculate the deposit amount due at the new premise and alert the user as to the amount that the transferring deposit 15 over or short the new deposit requirement if the customer transfers from one premise to another.

System provides calendar year Interest paid to customer for reparation of 1099-Int forms.

System provides the ability to have flexibility In calculating Interest on deposits that is user controlled. Interest calculations, calculation methods (simple), and accruals are determined by the user.

System provides the ability to calculate interest on deposits that were paid in increments, calculating interest on each Increment based upon the date and amount of the deposit payment.

System provides the ability to calculate on-line a new deposit for serviCes when transferred, taking into account credit history, pes of services and customer type.

System has the ability to diSplay accrued Interest not yet paid on de osits.

System provtdes the ability for users to manually apply Interest or de osit and interest to active accounts.

System provides the ability to apply deposit Interest to a bill on II s r-defi ed rval
System will evaluate current deposits and provide the ability to recommend increased/decreased requirements on active
accounts based on the following criteria:
a redit hlsto
Customer class
c T es of services
d User defined avera e bill amount
System will allow for the deposit to be paid In a single payment or In Installments being billed over a user-defined tlmeframe .

System will provide on-screen ability to view outstanding de 'ts not et a lied.

System provides the ability to track expiration dates on all letters of credit and surety bonds held in lieu of deposit.

4.0 Credit Coll8Ollon$ Management
25 Yes
15 No
15 No
15 No
15 No
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
20 Yes
25 Yes
25 Yes
15 Yes
15 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
25 Yes
C&C
CS.C
C&C
C&C
C&C
Based on historical
Workflow will need to be
defined by cs.c Manager
CS.C on review of accounts in
the enQuesta work
queue.

C&C
C&C
cac
C&C
C&C
C&C
C&C
cac
C&C
C&C
cac
C&c
cac
Separate Deposits by
Electric, Water, and
System will have a
default minimum deposit
value for both residential
and commercial if
criteria 4.80.02 not met.

System will also take
certificates of deposit.

Deposits can be
conslldated Into a
master account with
ability to distribute the
deposits to the sub­
meter accounts and vise
versa. Final
requirements will be
defined In BPA's with
C&C manager.

Exception for master
deposits
Modification, See Exhibit
1 Out of Scope
',~- --. - - -, ,:'- -.', ;-- --r-~. - ·.i~ ~rv:: . 7·.~ " . , .. ' 1. I: . .-~., /;: r
• _ _ r _ ._,' __ _ ___ ,_~~"",::,::,:,~ '~:""J. "~
25 Yes cae
25 Yes C&C
25 Yes C&C
20 Yes CS.C
25 Yes CS.C
25 Yes C&C
20 Yes cac System will also take
certificates of deposit.
25 Attachement3 • Client Functional Matrix
provides the ability to automatically generate iI letter to in a user-defined number of days prior to the 20 Yes ClkC of the letter of credit, surety bond, or CD's.
20 Yes cac
25 Yes cac
ability to hold a depOSit, exempting It 20 Yes
25 Yes ClkC
15 Yes C&C of Scope
25 Yes C&C
25 Yes ClkC
25 Yes C&C
25 Yes C&C
25 Yes C&C
25 Yes C&C
25 Yes ClkC
25 Yes C&C
25 Yes ClkC
25 Yes C&C
25 Yes ClkC
25 Yes C&C
25 Yes C&C
20 Yes C&C
20 Yes cac
25 Yes C&C
25 Yes C&C
calculate monthly payment based on fixed number not
on balance due at that point in time, including rule 25 Yes C&C charge, and a user can change payment plans

4.90.21 25 Yes C&c
user-deflned parameters 25 Yes C&C

4.0 Credtt Conoctlons Management 26
Attachement 3 • Client FuncUonal Matrix
System provides the ability to produce a report based on a

4.100.01 selected date range of any payments and source of payments 25 Yes CfllC made on accounts designated as collection agency accounts Including calculation of fees.

4.100.02 System provides the ability to flag accounts as exempt from 2S Yes cac being sent to the collection agency.

Requirement to be

4.100.03 System provides the ability to produce a report of accounts 25 Yes cae achieved through eligible to be sent to collection agency, but that are exempt. Cognos pre-written or ad hoc reP<l.rt.

4.100.04 System provtdes the ability to produce II report of accounts sent 25 Yes cac to a collection agency.

4.100.05 CaDture name and/or code of collection aQency. 25 Yes CfllC

4.100.06 Capture date account is given to collection agency. 25 Yes CfllC System provides the ability to maintain the collection agency

4.100.07 data and full details of delinquent accounts (same information on active accounts as delinquent)
25 Yes cac

4.100.08 System provides the ability to generate notice to customer of 25 Yes cac Ipending Collection Agencv action.

System provides the ability to generate a tile based on user- Data mapping to be 4.100.09 defined Oiteria of newly selected accounts that will be sent to 25 Yes C&C the Collection Agency. defined In BPA

4.100.10 System provides the ability to receive electronic file from credit 25 Yes CfllC aQencv of collections and automaticallv uDdate CI5

4.100.11 System provides the ability to add a service fee to the accounts 25 Yes CfllC sent to the Collection Agency.

4.100.12 System provides the ability to generate notice to customer when 25 Yes cac an account is turned over to a collection agency

4.100.13 System provides the ability to write off an un-collectable 25 Yes cac account.

4.100.14 System provides the ability to mass write-off selected un- 25 Yes cac collectable accounts. , 4:.J,f.DlJ0 3 - :..:£c ......... ~.~ ~. ~. c ~ _~.~~ ..•

4.110.01 Automatically generate past-due notices to guarantors for the 25 Yes cac I Dast-due accounts they are guaranteeing.

System provides the ability to automatically release the

4.110.02 guarantor from financial responsibility for an account when the laceDunt m .. "r.; """,,,I .. t,..~ ,,~od standinD Duldelines. 25 Yes cac
System provides the ability to transfer receivable balances from

4.110.03 a delinquent account to a guarantor account. This transfer 25 Yes C&C would take place lit the time the past-due account is deemed uncollectible.
'.ii..~
~-
~ ~ , .;:" ~~~.

4.120.01 Allow for vacant accounts with usage to revert to landlond 25 Yes cac towner for the account.

4.120.02 System provides the ability to track expiration dates un all 25 Yes cac letters related to CARE (Low Income Program - or the like).

System provides the ability to automatically generate a letter to

4.120.03 customer In a user-defined number of days prior to the 25 Yes cac expirati on of the letter.

4.120.04 5ystem provides the ability to store the attourney name, firm 15 Yes CfllC See Exhibit 1 name, address and phone number on the bankNptcy table.

4.0 CradH Collection. Management 27
Attachment 3 • Client FunctIOnal MatrIx

5.0 Financial Management
II Functionality Name of System
Requirement Description AS Response Included in or Module That Notel PrIce? (Ves or Provldel Thi.

No) Functionality
..... ~ liis:ii iirlli U!dU,,:r Accountlnia
~ ~-

5.00.01 System provides the ability to accommodate the association of a GIL number to a CIS rate that contains the following:

5.00.02 a Fund 3 bvtes) 25 Yes Skeletal GL Out of ScoDe

5.00.03 b DeDartment (3 bytes) 25 Yes Skeletal GL Out of Scope

5.00.04 C Unit 4 bvtes) 25 Yes Skeletal GL Out ofScoDe

5.00.05 d Ob'ect 4 bvtes 25 Yes Skeletal GL Out of ScoDe

5.00.06 e) Description (30 bvtes 25 Yes Skeletal GL Out of ScoDe System provides the ability to accommodate the association of a I

5.00.07 GIL number to a dty-wide code (as it relates to centralized cashiering) that contains the following:

5.00.08 a) Fund (3 bytes) 25 Yes Skeletal GL

5.00.09 b) DeDartment 3 bvtes 25 Yes Skeletal GL

5.00.10 c) Unit 4 bvtes' 25 Yes Skeletal GL

5.00.11 d Sub-baiance sheet account 4 bvtes) 25 Yes Skeletal GL

5.00.12 e Revenue account (4 bvtes) 25 Yes Skeletal GL

5.00.13 If) ADDroDriation unit 9 bvtes) 25 Yes Skeletal GL

5.00.14 Ill) Function code (10 bytes) 25 Yes Skeletal GL

5.00.15 h) Balance sheet account (4 bytes) 25 Yes Skeletal GL

5.00.16 i Oblect 4 bvtes) 25 Yes Skeletal GL

5.00.17 System must have the capacity to accommodate at a minimum 50 dlait aiDhanumeric GL nu;"b"r for "ach ,."t". 25 Yes Skeletal GL System must accommodate a separate required cash receipts

5.00.18 number that has the capacity to accommodate a minimum of a 25 Yes Skeletai GL 50 digit alphanumeric GL number for each rate.

5.00.19 System provides the ability to accommodate multiple GIL 25 Yes Skeietai GL Out of Scope 'numbe .... with related Dercentaae distribution for each rate.

5.00.20 System provides the ability to associate a 3rd Party work order 25 Yes Skeletal GL or Dro'ect number to a rate.

5.00.21 System can follow FUND and FERC Accounting prindples used by 25 Yes Skeletal GL municinai utlllties.

5.00.22 Ability lo classify accounting transactions by:

5.00.23 a Internal Fund Code 25 Ye~ Skeletal GL

5.00.24 b Budaet Rscal Year 25 Yes Skeletal GL

5.00.25 c Accountlna Month 25 Yes Skeletal GL

5.00.26 d Accountina uarter 25 Yes Skeletal GL

5.00.27 e Program 25 Yes Skeletal GL

5.00.28 Unit 25 Yes Skeletal GL

5.00.29 Oroanizatlon I DeDartment 25 Yes Skeletal GL

5.00.30 h Job I Service Order 25 Yes Skeletl'll GL

5.00.31 I Activitv 25 Yes Skeletal GL

5.00.32 Cost Center I ResDDnsibilltv Area 25 Yes Skeletal GL

5.00.33 k System Trans Dist etc. 25 Yes Skeletal GL

5.00.34 I EXDense Element Malor Minor 25 Yes Skeletal GL

5.00.35 m FERC 25 Yes Skeletal GL

5.00.36 n User Defined 25 Ye~ Skeletal GL

5.00.37 Ability to collect and repDrt costs by expenditure group for the lfi lowlnll but not Iimit"d to:

5.00.38 a Pavroll 25 Yes Skeletal GL Out of Scope

5.00.39 b Contract Labor 25 Yes Skeletal GL Out of Scope

5.00.40 c Inventorv Stock Code. 25 Vas Skeletal GL OuiofScoDe

5.00.41 d Vehicle ChartlesNehlcies 25 Yes Skeletal GL OUt of Scope

5.00.42 e Direct Purchases 25 Yes Skeletal GL OutofSCODB

5.00.43 If. User Defined Relds 25 Yes Skel"tal GL Out of Scope Ability to enter, store, and update non-finandal (statistical) data

5.00.44 for tracking including but not limited to: (I.e. consumption, IwP"th .. r "';i"t<>d ""ta kllow"tt hnurs)
The scope of i ~ a) Generation Data I costs Account 5.00.45 Yes Management limited to the power 25 adlustment factor

5.00.46 b) Weather Related Data Yes Account
25 M"nam'ment

5.00.47 c) Consumption Yes Account
25 M""aoement

5.00.48 d) Fuels inciuding consumption and cost Yes Account 25 ManaDement

5.00.49 e) Environmental 1 No OutofScolle
f} User .. defined Client understands
Account this will function

5.00.50 Yes Mllnagement within existing
capabilities of
25 enQuesta.

5.0 Financial Management 28
Attachment 3 - Client Functional Malrix

5.00.56 Ability to electronically enter, store, and update and create a bill using the following Information indudlng but not limited to:

Name of Customer to be Invoiced
Address of Customer to be Invoiced
Incident and lor Transaction Date
Type of Billing
Charge Multi-Account Number
Credit Multi-Account Number
Description of Charges
Itemized Breakdown of Charges
Total Amount Due
Department Requesting Billing
Name of !,erson Submitting Request
User Defined
Second party Dr additional liable party
to IICCept payment and process
t .... n" .. rl·;nr'" for the following dty-wide services,

5.0 Financial Management
25 25
25 25
25 25
25 25
25 25
25 25
25 25
25 25
Yes MlscAR
Yes MiscAR
Yes MiscAR
Yes MiscAR
Yes M"ISCAR
Yes MiscAR
Yes MiscAR
Yes MiscAR
Yes MiscAR
Yes MiscAR
Yes MiscAR
Yes MiscAR
Yes MiscAR
Yes MiscAR
Yes MiscAR
Yes iNovah
29 Attachment 3 - Client Funcllonal Matrix
provides the ability to issue a report and checks for
balance processing. The issuance of the check will come FMIS AlP application through an automated interface.

5.D Financial Management
reviews of an active account prior to
provides control, balancing and recondllation between
cyde revenues and the general ledger revenue cycles_
all revenue by type billed end of month,
date, calendillr year to date, twelve months ending
available online.
25 Yes cae
25 Yes cae
25 Yes eSte
25 Yes eSte
25 Yes eSte
25 Yes cae
25 Yes eSte
25 25
25 2S
25 Yes Reporting
25 Yes Reporting
25 Yes Reporting
25 Yes Reporting
Yes Reporting
25 Yes Reporting
25 Yes Reporting
25 Yes Reporting
'~~T, --,-:-' I' -, --::~7-'~~~ ~~-~ -, - '!:1[:.=:-;\_~.:,:-;:-j .. ~ __ .• _ I __ ~'I. _ ...J..-.- _,~ ~ ___ _ ~ .. "_J _-!:"l':'~-;'. 25 Yes
25 Yes
25 Yes
Reporting
Reporting
Reporting
'H'.DOIIN·mIO", to be
l"rhl .. ,,,.tI through
Cognos pre-wrltten
or ad-hoc report.
3D
Attachment 3 • Client Functional Matrix
System will track all service uSllge and revenues Including Requirement to be

5.30.27 adjustments by boundllries, zones, meter or container size dally, 25 Yes Reporting achieved through end of month, fiscal year to date, calendar year to date, twelve Cognos pre-written months ending etc. or ad-hoc report.

System will report and IIlIow users to make correction for out of

5.30.28 balllnce conditions of pre-defined rule driven finandal and 25 Yes Reporting 1 .... "cllm"Hnn transactions.

System will track usage and revenue amounts for all services for

5.30.29 the purpose of projecting revenue, usage, and growth to support 25 Yes Reporting rate cases and fees.

5.30.30 System will report detailed billing by customer, account, 25 Yes Reporting Icremlse meter.

System will track Individual revenue and billing components for

5.30.31 dass of customer, by bUSiness lind service type and industrilll 25 Yes Reporting categories for all services.

System provides controls that will not allow the system to be out

5.30.32 of balance on a daily basis. System will balance for both total 25 Yes Reporting dollars received and the number of items by payment period.

5.30.33 System generales a report that captures number of customers 25 Yes Reporting billed for each bill item .

System generales an unbilled revenue report that Indudes Requirement to be

5.30.34 information that accounts for previous 2 years of consumption 25 Yes Reporting /lchieved through and dollar amount to estimate next 30 to 60 days of revenue Cognos pre-written and consumption. or ad-hoc report.

5.0 Ananclal Management 31
Attachment 3 • Client FunctlOllal Matrix

6.0 Billing Management
II Functionality Name of System
Requirement Description 5&5 Response Included In or Module That Notel Price? (Ves or Provld .. This No) Functionalily
61llUiI ~l Billino edterlll

6.00.01 I;~~tem i the ability to calculate and bill for all products 25 Yes BIlling on a single bill (metered and unmetered seNlces).

I~~~~:provides the ability to bill for multiple meters at a single 25 Billing

6.00.03 !s.yst.e~ pr~."ides the ability to bill for aggregate of meters at a ;sl~ole loCation. 25 Yes Billing

6.00.04 1;:::~:~ro~~r~e~~~c~~lIIty to bill for I I seNices (i.e., 25 Yes Billing !system captures consumption for meter exchanges between

6.00.05 ibliling periods and calculates the billed consumption correctly, 25 Yes Billing 'taking Into account billing multiplier differences.

6.00.06 Isystem the ability to capture consumption and bill based on 25 Yes Billing , ~t of scope. - MDM~f~~ lreal reading intervals. meter data
6;00.07 ~~~::d ~~s~~~ ,ability to ~'~:~~~:~"
change rates based on 25 Yes Billing

6.00.08 ~y~te.~ has the abillty to modify billed consumption values in'"I",lin" , but not limited to:

6.00.09 la) the product of the metered consumption and a fixed user· detJned' I : factor. 25 Yes Billing

6.00.10 b) the product of the metered consumption and number of 25 Yes Billing units.

6.00.11 Sys~e~ provides, the ability for II line-Item ~has:s~ to be the product rate and any user-defined data item(s)
... ,. . but not limited to:

6.00.12 I value(s), 2.5 Yes Billir1.!l

6.00.13 b) multlplierCs). 2S Yes Blllino
6,OC.14 c) unlt(s), 25 Yes Blllino

6.00.15 d) ratio and I ~" .". calculation adjustment factor(s). 25 Yes Billing

6.00.16 ~y~te~, has the ability to bill for flat rates that contain but not nlted to the following rate

6.00.17 ERU Unit) factor 25 Yes Blllino

6.00.18 sauare feet 25 Yes Blllina

6.00.19 units (decirnaJl 25 Yes BiIIlna

6.00.20 equipment Charges (e.g., compost bin, temporary poles, ,tc.) 25 Yes Billing

6. fixed es na

6.0 special chames es ina

6.0 line extension charoes es na

6.0 stand!!. ... es 'na

6.00.25 _.:.:e:,i~~e ability to !b~:~c kWh met;l~ters (e.g., 25 Yes Billing tUD:ao

6.10.01 ~I~~~~~S S~~~I:b~::~a: proVide. an f~~;';~" bill 25 Yes B1IIIng

6.10.02 ISY,~~:~~~~~s .=:r:~tyro~t:~~~de an u..-~~, f;~~~. 25 Yes Billing

6.10.03 I;;!:::~~:ti~': b;;~: ';'~I!::lity to assign cycle dates to 25 Yes Billing

6.10.04 I!~~~~/~;~~e~:ri~'~:~'b:~:~~~ to initiate billing cycles 25 Yes BlIilng

6.10.05 Isystem provides the ability to bill for other unmetered related iseNlces at a I time, 25 Yes BilHng
ISy~m ,prov,kles the on-screen ability tQ change the biiilng Icvcles I routes. Billing
System of Record for

6.10.07 ISy~te~ provides the on-screen ability to combine or split billing 25 Yes BllI1ng cyde/routes to be I"'Y""""" uu'c~. detennlned during BPA's
(en Questa or Itron)

6.10.08 Isystem provides the on-screen ability to hold billing cycles I I mutes. 25 Yes Billing

6.10.09 ISystem p~vldesfor billing on a monthly schedule that Indudes I meter reading activities. 25 Yes Billing
ISyst~~ p~~~ the ability to schedule meter reading on a 25 Yes Billing 6.10.10 Imonthl and bi monthly basis (One office bili monthly and lanother office bills
ISystem provides the ability to change an account, entire route, Modification, See Exhibit 6.1Q.11 'or from monthlY to bl-monthly and vise versa. This 15 Yes Billing lincludes Paramedic billing, commodity, and non-commodity 1 I billing.