WORK ORDER NO. 0001
TO THE ARCOS
MASTER SERVICE AGREEMENT
BETWEEN ARCOS LLC d/b/a Automated Roster Callout System Company LLC AND
THE CITY OF SANTA CLARA, CALIFORNIA
EFFECTIVE OCTOBER 1, 2024
ARCOS LLC d/b/a Automated Roster Callout
System Company LLC
The City of Santa Clara, California, a chartered
California municipal corporation
8800 Lyra Dr., Suite 200
Columbus, OH 43240
614.396.5500
1500 Warburton Avenue
Santa Clara, California 95050
1. WORK ORDER. This Work Order No. 0001 (“Work Order” or “Work Order No. 01”) is entered into by the Parties under the provisions of that certain ARCOS Master Service Agreement (“ MSA”), between ARCOS LLC ("ARCOS") and the City of Santa Clara, California , a chartered California municipal corporation (“Customer” or “City”), which MSA is dated effective as of October 1, 2024. , This Work Order is subject to the terms and conditions of the MSA, becomes part of the MSA, and may not be terminated except in accordance with the provisions of the MSA. ARCOS and Customer may be referred to individually as a “Party” and collectively as “Parties” in this Work Order. This Work Order includes the following:
• Attachment 1 – Scope of Work
• Attachment 2 – Price Schedule
2. TERM.
2.1. The initial term of this Work Order will begin on October 1, 2024. Customer’s obligation to pay annual SaaS fees will commence upon the Project Initiation Date as defined in the MSA. The term of this Work Order unless earlier terminated as provided in the MSA, will expire on September 30, 2027 (“Initial Term”).
2.2. Provided that the term of the MSA has not expired or terminated, the term of this Work Order may be extended (“Extended Term”), so long as such extension does not exceed the term of the MSA by executing a written amendment to this Work Order between the Parties.
2.3. Collectively, the Initial Term and Extended Term shall be referred herein as “Term”
3. PRODUCTS AND SERVICES . During the Term of this Work Order , ARCOS shall provide Customer with the following applications, products, and services (collectively, “Services”) that are detailed in Attachment 1 to this Work Order:
3.1. ARCOS System. ARCOS shall provide a base production ARCOS System as defined in the MSA.
3.2. Schedule. The base production ARCOS System shall be available to the Customer within ten (10) business days of the later of the Effective Date or ARCOS receipt of a fully executed Work Order. Additional ARCOS System configuration , if any, shall be implemented under a future work order to be signed by the Parties.
3.3. User Accounts. Customer will be responsible for the administration of all end -user login names and passwords for the purpose of authenticating and authorizing by end users of the The City of Santa Clara, California, a chartered California municipal corporation / ARCOS LLC d/b/a Automated Roster Callout System Company LLC WORK ORDER NO. 0001
ARCOS and City of Santa Clara Agreement Page 2 of 16 ARCOS System. Customer will maintain the confidentiality of all User Account information.
3.4. ARCOS Implementation Services; Consulting Services; Training Services.
3.4.1. ARCOS shall provide Customer with base implementation services including, but not necessarily limited to, initial set -up and consulting services to the extent and as provided for in Attachment 1 – Price Schedule. ARCOS shall provide Customer with implementation and consulting services utilizing existing base functionality as described in the ARCOS online document repository available to Customer when logged into the ARCOS System using the link to be provided by ARCOS .
Concurrently upon providing Customer with implementation and consulting services, ARCOS shall provide Customer with training services for using the ARCOS System as provided for in Attachment 1 – Price Schedule. Additional costs are not authorized unless such Work Order or amendment to Work Order is executed between the parties in advance of performing additional services.
3.4.2. Additional Work. Any additional work shall be set forth in a Work Order or amendment to this Work Order executed by the Parties in advance of performing such services.
4. [Intentionally Omitted.]
5. FEES. For the Services provided by ARCOS under this Work Order, Customer will pay ARCOS the fees and charges described in Attachment 1 – Price Schedule.
5.1. Annual Service (“SaaS”) Fee . ARCOS will invoice SaaS fees annually pursuant to Section 5 of the MSA.
5.2. ARCOS Implementation Fees; Consulting Services Fees. Training Fees. (If Applicable) All implementation, training and consulting fees are to be invoiced as provided for in Attachment 1 – Price Schedule.
5.3. Travel and Expenses. Travel and expenses for necessary project meetings including but not limited to Implementation Workshop, Configuration Walkthrough, training meetings (including Train-the-Trainer and other necessary or Customer -requested training meetings), and any other meetings at Customer’s request, will be reimbursed by Customer subject to Section 5 of the MSA. During the Initial Term of this Work Order, Travel and Expense (“T&E”) fees for implementation services to be provided by ARCOS to Customer (including Train the Trainer) will be capped at $15,000 . If the T&E fees are greater than $15,000 during the Initial Term , Customer will not be required to pay the additional T&E fees unless the Parties execute a separate Work Order or amendment to this Work Order authorizing such additional costs.
5.4. Fees for Extended Term . In the event the Parties execute an amendment extending the Initial Term of this Work Order, then fees during such Extended Term will increase, as compared to fees in the Initial Term, as follows: (1) in the first year of the Extended Term, annual SaaS fees, as shown in Attachment 2 of this Work Order, will increase, annually, in an amount not to exceed Annual CPI plus four percent (4%); and (2) increase in annual fees for each of year thereafter shall not exceed six percent (6%) over annual SaaS fees for the immediately preceding year of the Extended Term as applicable (“Annual CPI Increase”).
The aforementioned Annual CPI Index Increase may occur, annually, for each year of the Extended Term of this Work Order.
6. SERVICE LEVELS. ARCOS shall provide the Services and Support Services under this Work Order in accordance with the Service Level Agreement referenced in the MSA.
7. DISASTER RECOVERY . ARCOS shall maintain a business continuity plan or comparable plan as utilized for its customer base as a whole. Upon written request of Customer (e -mail is acceptable), The City of Santa Clara, California, a chartered California municipal corporation / ARCOS LLC d/b/a Automated Roster Callout System Company LLC WORK ORDER NO. 0001
ARCOS and City of Santa Clara Agreement Page 3 of 16 ARCOS shall provide its customary description of the disaster-recovery services, recovery operations, and testing for disaster procedures.
8. ACKNOWLEDGEMENT. Customer acknowledges that this Work Order is subject to and governed by all terms and conditions of the MSA and shall constitute a Work Order to the MSA. Any capitalized terms not defined in this Work Order shall have the meanings ascribed to them in the MSA.
9. EXECUTION. Execution and delivery of this Work Order shall be legally valid and effective through:
(i) hand -delivery; (ii) facsimile transmission, electronic mail in portable document format (“.pdf”) or other electronically scanned format; or (iii) use of an electronic document execution and delivery process, e.g., DocuSign®, Adobe Document Cloud.
AUTHORIZED REPRESENTATIVES . A RCOS and Customer each affirm that it has signed this W ork Order through its authorized representative(s).
ACCEPTED AND AGREED
ARCOS LLC
d/b/a Automated Roster Callout System Company
LLC
the City of Santa Clara, California, a chartered
California municipal corporation
BY: Jason Woods BY: JŌVAN D. GROGAN
TITLE: Chief Financial Officer TITLE: City Manager
SIGNATURE: SIGNATURE:
DATE: DATE:
Approved as to Form
BY: GLEN R. GOOGINS
TITLE: City Attorney
SIGNATURE:
DATE:
The City of Santa Clara, California, a chartered California municipal corporation / ARCOS LLC d/b/a Automated Roster Callout System Company LLC WORK ORDER NO. 0001
ARCOS and City of Santa Clara Agreement Page 4 of 16 ATTACHMENT 1
SCOPE OF WORK
1. Project Specification
Title of Project ARCOS Callout and Crew Manager Implementation (Resource Management Solution)
Customer Name: City of Santa Clara
ARCOS Contact: Jennifer Abbott
ARCOS Phone: (330) 557-0136
ARCOS Author(s): Devin Staiger
2. Objective
2.1. This Resource Management Solution will enable the City of Santa Clara to rapidly manage resources and work delivery across multiple technical systems with a single touch point and reducing interaction with multiple systems. The City will also gain the ability to initiate digital requests for resources to satisfy response needs with automated Voice Response Unit calls, SMS Texts, Mobile Push Notifications, and/or Email. Customer is referred herein as “City of Santa Clara”, “City”, or "Customer.”
2.2. To that end, Customer has engaged ARCOS Professional Services to provide the following products: ARCOS Callout (includes ARCOS Mobile, unlimited usage, and SMS) and ARCOS Crew Manager as well as Professional Services to implement these services including ARCOS Callout, ARCOS Crew Manager and ARCOS Premier Training.
2.3. The ARCOS engagement model facilitates deep knowledge sharing and collaboration by working hand in hand with City’s project and operational resources on all aspects of the project. This style of engagement will strengthen City’s ability to support and operationalize any future deployments upon completion of the engagement.
3. Scope of Work
ARCOS shall provide the following services:
3.1. Project management to lead, govern and manage all project activities, communications, and scheduling throughout the duration of this engagement.
3.2. Callout Services:
3.2.1. In depth review with City of the ARCOS Callout Solution.
3.2.2. Deep cross-functional discovery of City’s business processes for automation in the ARCOS Platform.
3.2.3. Configuration of Callout and the ARCOS Platform:
3.2.3.1. Configuration of Schedule Events, Including data mapping.
3.2.3.2. Configuration of Location Hierarchy, Including data mapping.
3.2.3.3. Configuration of Job Classifications, Including data mapping.
3.2.3.4. Configuration of Business Rules across functional areas or locations and on distinct lists.
3.2.3.5. Configuration of Mobile Application
3.2.3.6. Configuration of Voice Response Unit
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3.2.4. Training about how to administrate ARCOS’ Callout
3.2.5. Train-the-Trainer courses to equip City staff to train end users of ARCOS Callout
3.2.6. Assistance in developing process to adopt and embed ARCOS Callout into City’s 24/7 operations for regular and emergency events
3.2.7. Discovery leading to possible enhancement of existing Platform functionality that follows current ARCOS Callout functionality such as:
Overtime order, pointer, role, sign on/sign off and etc. Crew Rosters’ will ‘Roll Over’ from a primary to a secondary, automatically, as needed using current sign on/sign off functionality.
3.3. Crew Manager:
3.3.1. Review of the ARCOS Crew Manager with City.
3.3.2. Training on how to setup City’s ARCOS Crew Manger solution, including:
3.3.2.1. Creation of perspectives
3.3.2.2. Creation of view sets
3.3.2.3. Creation of attributes
3.3.2.4. Creation of filters
3.3.3. Training on basic and advanced formulas.
3.3.4. Training for system administrators and super-users.
3.3.5. Assistance in developing process to incorporate during blue sky and emergent events.
3.3.6. Training about how to integrate Crew Manager
4. Planning Phase
ARCOS shall provide the following services:
4.1. Initiate with a kickoff meeting to align all project stakeholder expectations and roles and responsibilities. This phase shall include a comprehensive workshop designed to establish the joint structure of the project team, discover the core business and technical requirements of the project, and distill a conceptual solution set and design that shall provide the preliminary focus for the project. This phase of the project shall ultimately transform the disconnected requirements of the project into a comprehensive, integrated solution.
4.2. During this phase, ARCOS will perform the following high-level tasks:
4.2.1. Project Management:
4.2.1.1. Conduct a project kickoff meeting
4.2.1.2. Discuss shared vision and scope
4.2.1.3. Review and align the project governance and management plan
4.2.1.4. Define project team and structure
4.2.1.5. Determine roles and responsibilities (Stakeholders, Sponsors, etc.)
4.2.1.6. Define and facilitate project communications strategy
4.2.1.7. ARCOS shall present the resulting documents to City for The City of Santa Clara, California, a chartered California municipal corporation / ARCOS LLC d/b/a Automated Roster Callout System Company LLC WORK ORDER NO. 0001
ARCOS and City of Santa Clara Agreement Page 6 of 16 review and approval
4.2.2. ARCOS Callout Services:
4.2.2.1. Lead requirements discovery
4.2.2.2. Identify “Roles and Responsibilities” for implementation attendees
4.2.2.3. Conduct implementation workshop (including Kickoff)
4.2.2.4. Review and assist in completion of requirements documentation
4.2.2.5. Present ARCOS Callout Example (‘ACE’)
4.2.2.6. Develop Call Flow
4.2.2.7. Develop System Implementation Guide (‘SIG’) for Callout Services
4.2.3. ARCOS Crew Manager Services:
4.2.3.1. Lead requirements discovery
4.2.3.2. Identify “Roles and Responsibilities” for implementation attendees
4.2.3.3. Conduct implementation workshop (including kickoff)
4.2.3.4. ARCOS to Provide customer training that enables City to create perspectives, views, and filters
4.2.3.5. Review customer created attributes, formulas, and process
4.2.3.6. Review and assist in completion of requirements documentation
4.2.3.7. Develop process flow document
4.2.3.8. Develop ARCOS Crew Manager Example (‘ACME’)
4.2.3.9. Develop SIG for Crew Manager
4.3. Configuration Process:
4.3.1. The configuration process represents the following configuration services provided by ARCOS utilizing existing ARCOS System functionality.
Customer requirements that are not within the scope of existing ARCOS System functionality will be defined and presented to Customer in a separate Work Order for approval at an additional cost.
4.3.1.1. Project Management for ARCOS team (Customer provides Project Management for Customer team).
4.3.1.2. Configuration of ARCOS System
4.3.1.3. Configuration delivery and testing phase including project meetings
4.3.1.4. Testing services for system configuration (Customer provides Testing Services for business process fit).
4.3.1.5. Training as shown in the scope of work.
4.3.1.6. Requirements analysis phase- including project meetings.
4.4. City Responsibilities:
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4.4.1. Assign a Project Team and Sponsorship
4.4.2. Participate in the requirements discovery sessions
4.4.3. Participate in any Training or Data Mapping sessions required
4.4.4. Define and validate business and technical requirements
4.4.5. Identify City project team and sponsorship
4.4.6. Complete, return, review and approve ARCOS requirements documentation
4.4.7. Approval of requirements documentation
4.4.8. Validation of deployed functionality
4.5. Deliverables:
4.5.1. This phase will be complete when ARCOS has completed all objectives listed above and documents listed below and approved by the City project sponsor or manager.
4.5.1.1. Project Management:
4.5.1.2. Project Planning and Management
4.5.1.3. Readiness Management Workshop
4.5.1.4. Project Communications Plan that includes:
4.5.1.4.1. Status Reports
4.5.1.4.2. Status Meetings
4.5.1.4.3. Project Risks, Assumptions, Issues, Decisions (‘RAID’) tracking log
4.5.1.4.4. Project Responsible, Accountable, Consulted, Informed (‘RACI’) Diagram
4.5.1.4.5. ARCOS Callout Readiness, Rollout and Training
4.5.1.4.6. ARCOS requirements documentation:
4.5.1.4.7. ARCOS Callout Example (‘ACE’)
4.5.1.4.8. Call Flow Documentation
4.5.1.4.9. SIG
4.5.1.4.10. Roles and Responsibilities Checklist
4.5.1.4.11. Kickoff and Implementation Presentations
4.5.2. Crew Manager:
4.5.2.1. ARCOS requirements documentation
4.5.2.2. Process Flow document
4.5.2.3. ARCOS Crew Manager Example (‘ACME’)
4.5.2.4. Roles and responsibilities checklist
4.5.2.5. Crew Manager Formula list
4.5.2.6. Pseudo Attributes document
4.5.2.7. Data Import document
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5. Management Process and Procedures
5.1. Issue Management Procedure
5.1.1. City will identify the issue including documenting current issue in writing and update to the issue log.
5.1.2. City will communicate the issue to the project team and include the issue in the status report.
5.1.3. ARCOs and City will assign responsibility for the Issue to an individual(s) with a due date.
5.1.4. ARCOS will monitor the issue in the status report and weekly status meetings.
5.1.5. ARCOS will formally communicate the resolution of the issue to the project management team and record the resolution in the issue log.
5.2. Change Management Procedure: The following process shall be used to manage changes to this project:
5.2.1. City will submit a formal change request to ARCOS.
5.2.2. ARCOS will review the change request and perform a high-level assessment. The high-level assessment includes business, technical, and engagement impacts to the schedule, budget, and resources.
5.2.3. ARCOS will present the results of the assessment to City.
5.2.4. City approves, rejects, or defers the change.
5.2.5. If applicable, ARCOS will modify the Work Order based on the approved change request and submit the modified Work Order for acceptance by City.
5.3. Deliverable Acceptance Process: ARCOS will submit the following engagement deliverables to City:
5.3.1. Submission of deliverables: ARCOS shall prepare written deliverables for submission to the City designated Project Sponsor. ARCOS will be responsible for managing customer acceptance of the deliverables, which will include notification via email. Except for documents requiring signature, deliverables will be deemed accepted upon receipt of email confirmation from the City Project Sponsor or after ten (10) business days from request.
5.3.2. Assessment of deliverables: City will determine whether the deliverable meets the requirements as defined in this Work Order and that the deliverable is complete. Additional out of scope work on, or changes to, an accepted deliverable requested by City will be considered out of the scope of the project and will be managed through the Change Management Procedure described in Section 5.2.
5.3.3. Acceptance / rejection: After reviewing the deliverable, City will either accept the deliverable or provide a written reason for rejecting it (email acceptable).
5.3.4. Correction of deliverables, if applicable: ARCOS shall correct in-scope problems found with the deliverable and shall address the correction of out-of-scope changes according to the agreed upon the Change Management Procedure described in Section 5.2. ARCOS shall submit a schedule for making changes to the deliverable within two (2) business The City of Santa Clara, California, a chartered California municipal corporation / ARCOS LLC d/b/a Automated Roster Callout System Company LLC WORK ORDER NO. 0001
ARCOS and City of Santa Clara Agreement Page 9 of 16 days of receiving rejection of deliverable via email. ARCOS shall correct issues and in-scope problems at the expense of ARCOS.
5.3.5. Monitoring and reporting: ARCOS shall track deliverable acceptance.
Updates on deliverable acceptance will be a part of the weekly status report and discussed in the weekly status meeting. Deliverable acceptance issues that cannot be resolved will be elevated to the City project sponsor or management committee.
5.3.6. Project Completion: ARCOS shall have fulfilled its obligations for the Services described in this Attachment 1 when any one of the following first occurs:
5.3.6.1. ARCOS completes the objectives described in the Change Management Procedure described in Section 5.3, including provision of the deliverables sections in each phase.
5.3.6.2. City has reviewed and approved all deliverables.
5.3.6.3. Services are terminated in accordance with the provisions of the MSA
6. Developing Phase
6.1. The primary purpose of the Developing phase is to
6.1.1. Optimize the conceptual design into fully engineered and automated solutions, where possible,
6.1.2. Create the most efficient and effective deployment methods.
6.1.3. Validate current state alignment
6.1.4. At its conclusion, conduct testing as baselined by ARCOS and enhanced by the City team as to perform any necessary reconfigurations ensuring that all solutions are operating to specification and are ready to support the training and readiness activities within the Deploy phase.
6.2. During this phase, and throughout this Section 6.2, ARCOS shall perform the following services:
6.2.1. Project Management:
6.2.1.1. Review of City training and change management
documentation
6.2.1.2. Project communications (status of critical success factors)
6.2.1.3. Conduct daily project/track reviews
6.2.1.4. Facilitate continuous improvement activities
6.2.1.5. Stakeholder engagement (manage and resolve issues / concerns, and control decisions)
6.2.1.6. Project information management (action, data, requirements, scope)
6.2.1.7. Project change requests (scope control and changes)
6.2.1.8. Project status reporting (weekly and monthly)
6.2.1.9. Management of project RAID
6.2.1.10. Updated RACI
6.2.1.11. Initial User Acceptance Testing (“UAT”) plan
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6.2.2. ARCOS Callout:
6.2.2.1. ARCOS Engineering team configures system based on planning requirements.
6.2.2.2. Conduct Configuration Walkthrough
6.2.2.3. Complete in scope modifications or changes based on Customer UAT
6.2.3. ARCOS Crew Manager:
6.2.3.1. Ongoing meetings to assist in customer created perspective, filters, and view sets to develop Crew Manager to Customer processes.
6.2.3.2. Review of customer run Configuration Workshop
6.2.3.3. Review of customer training or change management documentation
6.2.3.4. Review of customer created formulas and process
6.2.3.5. Assistance in taking Quality Assurance (QA) environment work and transitioning to Production Environment.
6.3. City Responsibilities: City shall perform the following:
6.3.1. Project Team and Sponsorship
6.3.1.1. Lead the City engineering and quality teams, or their designees, in the development and testing of the integration solution(s).
6.3.1.2. Conduct connectivity testing, unit testing, and system testing and validation as desired.
6.3.1.3. Review and approval of formal testing results.
6.3.1.4. Perform Connectivity Testing, as requested by City
6.3.1.5. Perform Unit Testing, as requested by City
6.4. Deliverables
6.4.1. The Development phase will be complete when ARCOS has completed all objectives and documents listed below and they have been reviewed and approved by the City Project Sponsor or Manager.
6.4.2. Project Management:
6.4.2.1. Kickoff presentation
6.4.2.2. Updated project plan and timeline
6.4.2.3. Updated RAID Log
6.4.2.4. Updated project communications plan
6.4.2.5. Updated RACI diagram
6.4.2.6. Weekly project status report
6.4.3. ARCOS Callout:
6.4.3.1. Updated ARCOS Requirements Documentation
6.4.3.2. Call Flow
6.4.3.3. SIG for Callout and Crew Manager
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6.4.4. ARCOS Crew Manager:
6.4.4.1. City team designs system based on planning requirements.
6.4.4.2. ARCOS will provide weekly meetings. City to assist and support the creation of perspective, filters, and view sets to develop and align Crew Manager to City’s processes.
6.4.4.3. Provide assistance during customer run Configuration Workshop.
6.4.4.4. Review of customer training or change management documentation.
6.4.4.5. Review of customer created attributes, formulas, and process.
6.4.4.6. Assistance in taking QA environment work and transitioning to Production environment.
7. Deploy Phase
7.1. The Deploy phase involves validating system readiness for implementing what has been developed and tested in the previous phases. The goal of the Deploy Phase is to successfully migrate the solution to the production environment, conduct all training sessions, and seamlessly transition City to the ARCOS support team with minimal impact to the business.
7.2. During this phase, ARCOS will perform the following services:
7.2.1. Project Management:
7.2.1.1. Project communications (status of critical success factors)
7.2.1.2. Conduct daily project/track reviews
7.2.1.3. Facilitate continuous improvement activities
7.2.1.4. Stakeholder engagement (manage and resolve issues / concerns, and control decisions)
7.2.1.5. Project information management (action, data, requirements, scope)
7.2.1.6. Project change requests (scope control and changes)
7.2.1.7. Project status reporting (weekly and monthly)
7.2.1.8. Updated project RAID
7.2.1.9. Updated project RACI
7.2.1.10. Schedule and manage execution of Train the Trainer sessions
7.2.1.11. Schedule and facilitate Transition to Support
7.2.1.12. Facilitate a project close-out meeting
7.2.1.13. Review lessons learned
7.2.1.14. Close-out project records
7.2.1.15. Review final deliverables with City Project Sponsor or Manager
7.2.2. ARCOS Callout:
7.2.2.1. ARCOS led Train-the-Trainer Sessions
7.2.2.2. City to deploy, enter enterprise wide or in a pilot, the ARCOS The City of Santa Clara, California, a chartered California municipal corporation / ARCOS LLC d/b/a Automated Roster Callout System Company LLC WORK ORDER NO. 0001
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7.2.2.3. Schedule and facilitate a Transition to Support for 24/7 care
7.2.3. ARCOS Crew Manager:
7.2.3.1. City led adoption and utilization of Crew Manager.
7.2.3.2. City to deploy, enter enterprise wide or in a pilot, the ARCOS Crew Manager solution.
7.2.3.3. Schedule and facilitate a Transition to Support for 24/7 care.
7.3. City Responsibilities:
7.3.1. Identify project team and sponsorship
7.3.2. Provide knowledge transfer to internal resources as needed.
7.3.3. Prepare the enterprise for adoption of ARCOS solutions.
7.3.4. Deploy all ARCOS solutions across the enterprise, or at minimum within a Pilot.
7.3.5. Participate in any additional training sessions as desired
7.3.6. Participate in project close-out meeting.
7.3.7. Participate in transition to ARCOS Support team.
7.4. Deliverables:
7.4.1. This phase will be complete when ARCOS has completed all objectives and documents listed below and they have been reviewed and approved by the City Project Sponsor or Manager.
7.4.2. Final RACI diagram for the project
7.4.3. Final RAID log for the project
7.4.4. Final project plan for the project
7.4.5. Weekly project status reports
7.4.6. Executive project report
7.4.7. Lessons learned session
7.4.8. Project close-out Presentation
7.5. ARCOS Callout:
7.5.1. Train-the-Trainer training
7.5.2. Overall system readiness
7.6. ARCOS Crew Manager:
7.6.1. Overall system readiness
8. Project Responsibilities and Assumptions
8.1. Responsibilities of ARCOS:
8.1.1. Mentor and cross-train City staff, where appropriate.
8.1.2. Return all documentation, and other materials to City at the completion of project.
8.2. Responsibilities of City:
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8.2.1. Participate in workshops and meetings to define strategy and design.
8.2.2. Provide institutional knowledge and expertise for the existing platform and processes.
8.2.3. Communication of project plan and adoption plan, including all timelines and goals, to City business units and ARCOS as appropriate and directed by City sponsorship.
8.3. Assumptions
8.3.1. The project timeline, resource plan, and pricing are based on a continuous work effort from project kickoff to completion. Unexpected project delays that may be caused by availability of City resources, missing of agreed deadlines by City, documented assumptions found to be incorrect, or changes to an approved design may result in changes to timeline, resource plan, or project pricing. ARCOS estimates that an effort of approximately 20 hours per week is required of City throughout the project.
In the event that this project requires significantly more than 20 hours per week, City shall not be responsible for additional costs or delays associated with insufficient resources from City.
8.3.2. ARCOS project team shall work with City leadership, project management office, and technical teams to validate and prioritize current state of identified workloads.
8.3.3. City will designate a representative to act as the main point of contact and / or project manager for project activities.
8.3.4. ARCOS project phase timelines are predicated on City validation of solution requirement documentation, development, and testing.
8.3.5. Knowledgeable City resources will be made available to this project and will help meet the timelines as identified in the final and approved project plan.
8.4. Out of Scope
8.4.1. All work considered to be “out of scope” will be addressed by ARCOS and the City Project Sponsor to clarify the issue and negotiate feasibility, impact, and cost. Should “out of scope” work be identified, formal written approval from City using an executed Work Order is required prior to commencing any such work.
8.4.2. Quick win action items will be identified, if possible. This project will focus on the ARCOS Callout and Crew Manager Implementation. All other areas are not within the scope of this project. These include, but are not limited to:
8.4.2.1. Ongoing deployments of any technology beyond the final week of the engagement.
8.4.2.2. Remediation or roadmaps of existing technology for subsequent strategic initiatives.
9. Work Estimate and Project Timeline
This engagement is projected to require thirty-five (35) total weeks of effort to perform the full delivery of the Callout and Crew Manager Solutions from ARCOS. Delivery of individual products can run simultaneously or overlap and all will be driven by ARCOS via an ARCOS Project Manager and ARCOS Project Team. Delays or deviations from the proposed delivery timeline could result in a The City of Santa Clara, California, a chartered California municipal corporation / ARCOS LLC d/b/a Automated Roster Callout System Company LLC WORK ORDER NO. 0001
ARCOS and City of Santa Clara Agreement Page 14 of 16 Project Change Request (PCR) to reset completion and/or go-live expectations subject to the provisions of Section 8.3.1.
Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 ARCOS Callout Estimated time – 26 weeks
Planning 2
Developing 21
Deploying 3
Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 ARCOS Crew
Manager Estimated time – 26 weeks
Planning 2
Developing 21
Deploying 3
Figure 2 – Project Timeline Estimate
The City of Santa Clara, California, a chartered California municipal corporation / ARCOS LLC d/b/a Automated Roster Callout System Company LLC WORK ORDER NO. 0001
ARCOS and City of Santa Clara Agreement Page 15 of 16 ATTACHMENT 2- PRICE SCHEDULE
SECTION A: ANNUAL FEES
1. Pursuant to this Work Order, and subject to the MSA, ARCOS will invoice fees to Customer as described in Table 1: ANNUAL FEES, below. In exchange therefor, ARCOS will license and provide to Customer the ARCOS Products and ARCOS Services as described in TABLE 2: SELECTED PRODUCTS, below.
2. TABLE 1: ANNUAL FEES
ARCOS Products and
Services
Year 1
October 1, 2024
through
September 30, 2025
Year 2
October 1, 2025
through
September 30, 2026
Year 3
October 1, 2026
through
September 30, 2027
TOTAL
ANNUAL
FEES
ARCOS Callout
(includes ARCOS Mobile, unlimited
usage and SMS)
ARCOS Crew Manager
ARCOS API – Enterprise1 (NOTE
BELOW)
$127,540.00
$132,642.00
Year 1 Fees + 4%
($5,102)
$137,947.00
Year 2 Fees +4%
($5,305)
$398,129.00
Total SaaS Fees
$127,540.00
$132,642.00
$137,947.00
$398,129.00
1 In the event Customer seeks to implement ARCOS API -Enterprise on a date subsequent to the date of this Work Order, it being understood by the Parties ARCOS API -Enterprise will not be implemented under this Work Order, ARCOS will provide to Customer a work order, with additional fees, and with a scope of work for such ARCOS API-Enterprise, at that time. In the event the Parties enter into a new work order for ARCOS API-Enterprise, ARCOS will provide its standard API -Enterprise training to Customer, under such work order, at no additional charge.
TABLE 2: SELECTED PRODUCTS
ARCOS
CALLOUT
SYSTEM
ARCOS Callout (includes Mobile and usage)
Email Alerts
Batched Reporting
Text to Speech (TTS)
Searchable Location Comments
Callout Native Report
Basic API
The City of Santa Clara, California, a chartered California municipal corporation / ARCOS LLC d/b/a Automated Roster Callout System Company LLC WORK ORDER NO. 0001
ARCOS and City of Santa Clara Agreement Page 16 of 16 *ARCOS Voice Recognition Not Included
THE ARCOS
SYSTEM ALSO
INCLUDES
Business Rule Automation Based on ARCOS Base System Capabilities Management Reporting
ARCOS System Administration Tools
ARCOS System Maintenance and Back-up
Data Storage
IVR Recordings (Up to 100 recordings ). The Parties agree Customer will submit a request for IVR Recordings no greater than two (2) times during implementation of any given ARCOS product. (Pre-recorded messages from the ARCOS library are included in the ARCOS Callout System Configuration Fee).
Customer Service
The Parties agree Customer’s pricing is based upon (a) electric meter count less than 125,000 electric meters; and (b) Customer’s population of up to 175,000 residents, as applicable, for all other City services. ARCOS understands and agrees that Customer will use the ARCOS system for other City services including, but not limited to streets, parks, water, sewer, and storm drain and no additional fees shall be charged for meters associated with those services.
SECTION B: PROFESSIONAL SERVICES FEES
ARCOS shall deliver to Customer the ARCOS Services described in Attachment 1 of this Work Order , Scope of Work and all costs associated therewith. Customer agrees to pay a fixed fee in the amount of $102,000 to ARCOS in exchange for Service set forth in Attachment 1 of this Work Order as specified in Table 3: PROFESSIONAL SERVICE FEES . In addition to the Professional Services Fees, ARCOS will invoice travel expenses payable by Customer pursuant to Section 5.3 of this Work Order.
SECTION C: PAYMENT SCHEDULE
1. ARCOS will invoice the fees in TABLE 1: ANNUAL FEES, annually, and as further provided for in Section 5 of the MSA:
2. Professional Services Fees will be invoiced to Customer by ARCOS as set forth below:
TABLE 3: PROFESSIONAL SERVICE FEES
ARCO Professional Services Fees: Four (4) Milestones Amount 10% Project Management / Kick-Off Meeting/ Start of Planning Phase $10,200
50% Callout UAT City’s acceptance $51,000
20% Crew Manager UAT City’s acceptance $20,400
20% Crew Manager UAT City’s final acceptance $20,400
Total Fees $102,000
.