Statement of Work
City of Santa Monica, CA
NorthStar version 6.4 Upgrade
Prepared for:
City of Santa Monica, CA
August 7, 2012
Version 1.1
SOW VALID UNTIL: November 7 , 2012
Revision Control
Document Title: Highline Water District – Harris NorthStar – Version 6.4 Upgrade SOW Author: NorthStar Professional Services
File Reference: Highline Water District - Harris Northstar - Version 6.4 Upgrade SOW.Docx Version Date Author Details / Comments
Version 1.0 2012-01-26 ML Whitehead Initial version of the document.
Version 1.1 2012-02-24 ML Whitehead Initial version delivered Version 1.1 2012-08-07 ML Whitehead Re-issue expired quote Version 1.2 2012-10-12 ML Whitehead Payment Milestone revision as per input from CoSM
TABLE OF CONTENTS
1 Introduction ...............................................................................................................................4
1.1 Objective .......................................................................................................................................4 2 Service Description.....................................................................................................................5
2.1 Areas within Scope........................................................................................................................5
2.2 Areas Out of Scope........................................................................................................................9 3 Estimated Timeline...................................................................................................................10 4 Change Management Process ...................................................................................................11 5 Fees & Payment Schedule.........................................................................................................12
5.1 Fees.............................................................................................................................................12
5.2 Payment Schedule.......................................................................................................................13
5.3 Travel and Living Expenses..........................................................................................................13 6 Termination .............................................................................................................................13 7 Project Assumptions.................................................................................................................14 8 Document Acceptance and Signoff............................................................................................16 Appendix A - NorthStar v6.4 – Typical Hardware Recommendations .................................................17
1 INTRODUCTION
The City of Santa Monica requires an upgrade of their billing system from NorthStar version 6.2.9 to NorthStar v6.4. NorthStar v6.4 is the most recent release of our flagship CIS/billing system and capitalizes on advances in software architecture and development tools.
NorthStar v6.2.9 and NorthStar v6.4 share the same core business logic and leverage the years of investment both the City of Santa Monica and NorthStar have made in your current CIS/billing system.
The billing engine and many of the processes will not be affected by the upgrade. However, significant improvements have been made to NorthStar’s encryption model to bring it up to date with current standards and addresses vulnerabilities in the old design such as where security keys are stored and where the encryption/decryption logic resides. The introduction of the new encryption will require a “conversion” of sensitive data into the encrypted format, the configuration of a new bank file template and thorough testing.
The purpose of this document is to provide information on the features and value of NorthStar v6.4, along with the level of effort associated with the upgrade, for those customers upgrading from NorthStar v6.2.9.
1.1 Objective
This Statement of Work (SOW) defines the work to be performed by NorthStar for the City of Santa Monica CIS NorthStar v6.2.9 to NorthStar v6.4 Upgrade. This SOW includes a high level timeline, fees, and other Terms and Conditions specific to the services requested by the City of Santa Monica.
Changes to this document shall be made through a Change Management Process as described later in this SOW.
2 SERVICE DESCRIPTION
2.1 Areas within Scope
2.1.1 Upgrade Scope
The scope of this statement of work is to upgrade the City of Santa Monica CIS NorthStar v6.2.9 to NorthStar v6.4.
No additional NorthStar add-on applications will be implemented as part of the Upgrade Project.
Integration Points that will be ported to the NorthStar v6.4 environment are:
Radix Meter Reading system
TeleWorks IVR system
Hansen Work Orders system
eCARE Web Portal
mCARe Paperless Work Orders
Executive Information System
eDocs
Integration Points that will not be ported to the NorthStar V6.4 environment are:
Impromptu Reports*
2.1.2 Upgrade Approach
A NorthStar Project Manager (PM) will be the primary point of contact for the City of Santa Monica on the NorthStar v6.4 Upgrade. The PM has the overall accountability to successfully deliver the Services required for a successful v6.4 Upgrade within agreed upon timeframe and budget. The project team will directly report to the PM and the PM will have the authority and support to manage the project team in the best interest of the project. The PM is also accountable for the following high-level project activities:
The NorthStar PM will interface with the City of Santa Monica assigned PM. Conduct regular internal project meetings to ensure that all aspects of the project are understood by the team and that progress and risks are properly reported. Conduct regular project meetings with the City of Santa Monica. Review of project status, schedule, risks, resources as well as any other issues that may affect the success the project.
The NorthStar v6 Upgrade Methodology that will be leveraged for this engagement consists of 2 main areas: Project Management and Upgrade Delivery Management where each has associated (where applicable):
Processes / Checklists that define how to operate;
Deliverables that are formal outputs that require the City of Santa Monica sign-off; Work Products that are outputs produced as part of the work required to achieve the desired engagement goals; and
Tools / Assets that are leveraged to produce defined outputs.
The Project Management area defines how Engagements will be managed. It includes:
Communication/Status Management aimed at establishing internal and external communications as well as monitoring and communicating engagement status and effort spent; Scope Management aimed at defining and controlling project scope; Risk Management aimed at planning, mitigating, tracking and monitoring risks; Deliverable/Acceptance Management aimed at ensuring that expected deliverables are delivered and accepted.
The Upgrade Delivery Management area defines the NorthStar Upgrade Phases and associated work products and deliverables that are part of this engagement. The NorthStar v6 Upgrade Phases are the following:
Upgrade Phases Objectives Key Work Product /
Deliverables (Denoted by
*)
Key Milestones
Upgrade Definition To Kick-Off engagement
and establish successful
working relationship.
To clearly define roles
between North Star and
Customer.
To obtain detailed
agreement on “What” is
to be delivered as part of
the Upgrade effort.
Current Environment
Assessment Document
Custom Modifications
Assessment Document
NorthStar Product
Orientation Session
To-Be Environment Review
and Recommendation
Kick-Off Meeting Held
Project Plan
Reviewed/Updated
Upgrade Preparation and
Construction
To configure and build
the solution components
& write associated test
scripts.
Test Scenarios / Cases*
Go-Live Approach Review
Custom Modifications
Upgrade Review
User Acceptance Testing
Detailed Plan
Base Solution Installed
and Configured (including
add-ons as required)
Solution Feature / Code
Complete
Upgrade Validation To move the solution to a
known state of quality
and ready for
Functional Testing Results
User Acceptance Test
(UAT) Results
Accepted Solution
Upgrade Phases Objectives Key Work Product /
Deliverables (Denoted by
*)
Key Milestones
deployment.
Upgrade Transition
Readiness
Ensure Customer
readiness for live in terms
of Solution and new
processes (where
applicable).
End User Training End User Testing
Complete (UAT)
Upgrade Go-Live To move the solution into
a production
environment and
transition support to the
operations team.
NS 6.4 Upgrade Go Live
Acceptance*
Solution Live
2.1.3 NorthStar Training Provided
All upgrade activities, including training, to be performed remotely, unless otherwise requested.
NorthStar Product Orientation Session:
The product orientation session is held, via webex sessions, with the Core Users Group as the first stage of the setup portion of the upgrade implementation project. The objective of the orientation session is to introduce the users that been working on the NorthStar 6.2.9 software to the newer version if the product, NorthStar V6.4. There will be time spent on the navigation of the application, as well as a review of the business processes specific to each utility.
NorthStar will include an overview of the new automation platform as part of the standard upgrade training, and if the City of Santa Monica chooses to move forward with implementing the platform there is an additional charge (see Optional Services under Section 5 - Fees & Payment Schedule.
End-User Training:
The End-User Training is held, via webex sessions, with the group of end-users that will be working with the application once it is live. As some of these users will not have taken part in the Product Orientation session, this is the first area of focus for the training sessions. After the orientation is completed, training is targeted to the areas that are specific to the day-to-day work of the end-users attending the training session. Agendas for the training are created in collaboration with the client prior to the training sessions, and may include some of the following topics: Security Setups, User Interface Enhancements, Cashiering and CARe.
2.1.4 City of Santa Monica Responsibilities
Following are the key responsibilities of the City of Santa Monica under this agreement:
1. Ensuring that underlying infrastructure for NorthStar v6.4 it is acquired and installed by the required time per agreed upon project plan (Note: Minimum specifications for servers and workstations should be discussed and agreed upon at commencement of project.)
2. Installing server(s) with appropriate network connectivity.
3. Installing operating system and partition disk space.
4. Installing database software.
5. Creating users at the operating system level.
6. Configuring peripheral devices (printers, scanners, cash drawers, etc.).
7. Installing VPN connection.
8. Testing Hardware Components and Environment.
9. Assisting with Upgrade Testing.
10. Conducting User Acceptance Testing.
11. Assist with End-User Training which will be led by NorthStar on an as required basis
12. Lead Go-Live Activities
2.1.5 Engagement Completion Criteria
Engagement is deemed completed once upgraded application has been deployed to the live environment for twenty business days and that any Priority 1 items raised during that period have been resolved.
2.1.6 Service Deliverables Acceptance Process
At acceptance of Go Live on NorthStar v6.4, NorthStar PM will submit formal acceptance sign-off to the City of Santa Monica acknowledging completion of upgrade activity and transition back to Support Services.
2.2 Areas Out of Scope
Anything in this section and not listed in the above “Areas within Scope” is considered out of scope for this SOW. Specific items that are currently out of scope of this engagement include:
Business Process Review
Additional week of User Training if deemed required above End-User Training Post Live Refresher Training if deemed required following Go-Live
3 ESTIMATED TIMELINE
The estimated duration of this engagement is approximately 3-4 months.
Timeline Phase Activities
Month 1 Customer Preparation
NorthStar 6.4 Installation
Month 2 Core Team Product Orientation
Month 2/3 Upgrade Validation
End-User Training
Month 4 Upgrade Go-Live
There are a number of factors to be considered that may have an associated un-planned increase in effort and will therefore impact the project schedule. These factors are typically not determined until project kick-off and will be a key input into the final go-live date. These factors include:
Custom Modifications:
Some NorthStar programs will require modification if the database is changing as part of the scope of the upgrade.
The number of custom modifications that need to be tested will have an impact on the time associated with upgrade validation.
Data:
Data clean-up (if required) by the City of Santa Monica Amount of data – consideration needs to be given to the amount of historical data required and how long it will take to obtain the data.
Peripherals:
If the City of Santa Monica has special print handling – paper source, special commands, this will create additional effort.
An increase or replacement of equipment with the upgrade (i.e. cash drawer).
4 CHANGE MANAGEMENT PROCESS
NorthStar will maintain the Statement of Work with formal documentation denoting agreed upon changes. Customer and NorthStar may propose changes to this SOW addressing services falling outside the scope of services described in this SOW (“Change”). The Change Control form must be used for all Change requests. NorthStar shall have no obligation to commence work in connection with any change until the fee and schedule impact of the change is agreed upon in a written Change Control Form signed by the designated representatives from both parties.
Upon a request for a change, NorthStar shall submit the change on our standard Change Control Form describing the change, including the impact of the change on the schedule, fees and expenses. The Change Management Process that will be employed is defined below:
Identify and document proposed change
Assess impact of proposed change
Estimate required effort and cost of proposed change
Submit Change Control for Approval or Disapproval
Communicate Change Control Decision
If Change Control is Approved:
o Assign responsibility
o Monitor and report progress
Within 5 consecutive business days of receipt of the Change Control Form, Customer shall either indicate acceptance or rejection of the proposed change by signing the Change Control Form or any other period of time mutually agreed to by the parties. If NorthStar is advised not to perform the change, then NorthStar shall proceed only with the original services. In the absence of Customer acceptance or rejection of the Change Control, NorthStar will not perform the proposed change.
5 FEES & PAYMENT SCHEDULE
5.1 Fees
Version 6.2.9 to v6.4 Upgrade
Description
Estimated
Effort (Hours) Hourly Rate Total
Project Management 60 $150 $9,000
NorthStar 6.4 Installation 24 $150 $3,600
Training and Testing Support 110 $150 $16,500
Go-Live Cut Over 20 $150 $3,000
Upgrade Go-Live Support 80 $150 $12,000
Project Total 294 $44,100
Optional Services:
Onsite Refresher Training – $6,000; plus travel expenses, to be billed as incurred The City of Santa Monica has the option of having 5 days of onsite time with an Application Consultant to perform NorthStar 6.4 training and consulting as part of the upgrade to version 6.4.
Automation Platform: Custom Workflow Rules - $6,000
NorthStar will provide 40 hours of consulting services to assist the City of Santa Monica in reviewing their business processes and data validation to identify areas that would benefit by implementing the automation platform. For example; meter reading validation automatically generating service orders and letters based on user defined variance criteria. This service offering includes identifying the process(es) to be automated, a review of the business process to define the requirements, configuration and testing the rule solution. The complexity of the rules identified will determine the number that can be completed during the allotted time. Additional services can be purchased if desired. *NorthStar Reports Anywhere – To Be Determined
In the event that the City of Santa Monica purchases NorthStar Reports Anywhere as part of the upgrade process, NorthStar services can be purchased to assist with porting existing Cognos Impromptu Reports into the NorthStar embedded reports.
5.2 Payment Schedule
The NorthStar fees for the scope of services described in this Statement of Work is $44,100 USD based on fixed price plus any travel and logistics (T&L) which may be required.
The City of Santa Monica will be invoiced based on the following payment schedule:
1. 30% on contract signature
2. 20% on Based Solution Installed within the City of Santa Monica’s non-production environment
3. 20% on End-User-Training Delivered
4. 20% on Go-Live
5. 10% on Engagement Completion
Invoices are payable on a net 30 basis.
Any mutually agreed upon Change Controls will be billed at $150/hr when incurred.
5.3 Travel and Living Expenses
The above mentioned fees do not include any travel and per diem expenses incurred for on-site visits required for this engagement. As referenced in the Service Description (Section 2.1.1); all upgrade activities are to be performed remotely, unless otherwise requested.
In the event that travel is required, the City of Santa Monica shall pay or reimburse travel expenses plus a per diem reasonably incurred in furtherance of NorthStar duties hereunder.
NorthStar agrees to book airfare, car rental and hotel accommodations in accordance with the City of Santa Monica’s corporate travel policy. NorthStar further agrees not to book any travel without the expressly written prior consent from the City of Santa Monica. 6 TERMINATION
Unless NorthStar and/or the City of Santa Monica exercises its right to terminate this SOW due to material breach or default, NorthStar must provide, and the City of Santa Monica must purchase, Services from NorthStar for the items defined within this SOW.
If the City of Santa Monica and/or NorthStar exercises its right to terminate this SOW due to material breach or default, or the City of Santa Monica and/or NorthStar terminates this SOW without cause, The City of Santa Monica’s obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Return the Software to NorthStar and certify, under the hand of a duly authorized officer of the Organization, that all copies of the Software or any part thereof, in any form, within the possession or control of the Organization have been returned to NorthStar. (if applicable)
3. Complete payment for services performed and expenses incurred prior to termination including:
a. Any amounts previously invoiced but unpaid;
b. Fees for services performed through the termination date which has not been invoiced; and
c. Any approved Travel and Living costs.
NorthStar’s obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Refund to the City of Santa Monica any fees that have not been earned under this SOW through the termination date.
7 PROJECT ASSUMPTIONS
The Services, fees and delivery schedule for this engagement are based upon the following assumptions:
1. Any items not explicitly identified within this document are considered out of scope. Any changes to those responsibilities and/or deliverables will be considered a change in scope for the engagement. Any proposed change to the engagement scope must be put into written format and be submitted to NorthStar during this engagement for review and consideration.
2. This engagement currently has, and will continue to have, the support of senior the City of Santa Monica management and will be assigned sufficient priority with respect to other project to ensure its success.
3. City of Santa Monica will assign a lead to act as an internal resource and guide throughout this engagement.
4. City of Santa Monica will secure the appropriate staff in a timely fashion in order to discuss or review the various materials produced when required.
5. City of Santa Monica will provide access and support from the IT group and any other stakeholder, as deemed necessary by NorthStar throughout this engagement.
6. City of Santa Monica agrees to facilitate any required the City of Santa Monica Corporate logistics for the fulfillment of this agreement.
7. City of Santa Monica will provide the appropriate remote access to its network, facilities, and systems as may be required to perform activities from one of NorthStar’s locations. NorthStar shall abide by all rules and directions of the City when accessing the City of Santa Monica’s network, facilities or systems.
8. All documentation provided by the City of Santa Monica shall be up-to-date and accurate or if that is not the case, advise NorthStar as such.
9. All hardware, software, and network components supplied by the City of Santa Monica are working properly and are free of defects and will meet minimum hardware standards provided during the engagement.
10. All third-party software and hardware products are assumed to perform correctly in the City of Santa Monica’s environment, in accordance with the appropriate third-party vendor’s specifications.
11. To minimize project costs, majority of project work will be performed at one of the NorthStar’s locations except for project activities such as training where face-to-face is deemed more effective.
12. Price does not include the City of Santa Monica approved Travel and Living expenses that may be required as part of the delivery of the engagement. (i.e. Air, car rental, gas, per diem and hotel) NorthStar will work with the City to identify most cost effective accommodations for the City’s On-Site activities that are mutually agreed upon.
13. Price for this proposal is based upon the City of Santa Monica obtaining all hardware and associated operating/database systems.
14. The number and complexity of the custom modifications included in the City of Santa Monica’s current system must be fully assessed before the project schedule can be finalized as this will affect the effort in the Validation phases. This assessment will take place during the Upgrade Definition phase of the engagement.
15. Final copying of the database and cutover will be performed after business hours.
16. City of Santa Monica data provided will be complete and clean. It is the responsibility of the City to clean data if deemed required due to the identification of inaccurate entries.
17. There are 3 data refreshes included (initial, refresh, final). Any requests for additional data refreshes will be considered at an additional cost/schedule impact to the project.
18. Transition Readiness Phase is one week.
19. City of Santa Monica is responsible for preparing the underlining IT infrastructure (hardware installation, operating system, and network connectivity) and supply the required servers based on the minimum server specifications. This must be in-place per agreed upon project plan.
20. City of Santa Monica is responsible to provide the Testing and Production environment.
21. Any new add-ons (mCARe, eCARe, etc) currently not within the North Star 6.4 environment will be considered at an additional cost and effort.
8 DOCUMENT ACCEPTANCE AND SIGNOFF
Accepted on this day by:
City of Santa Monica, CA NorthStar Utilities Solutions
By: ____________________________ By: ______________________________ Name: ___________________________ Name: _____________________________ Title: ___________________________ Title: _____________________________ Date: ___________________________ Date: _____________________________
APPENDIX A - NORTHSTAR V6.4 – TYPICAL HARDWARE RECOMMENDATIONS Following are the typical hardware recommendations for NorthStar v6.4. Recommendation may vary based on actual environment.
NorthStar Application & Database Server
Ø Dell Powered edge R710
Ø Recommended Data Storage and Fault Tolerant Infrastructure Ø Server configuration, memory and hard drive specs depend on account and service demand Utility Size No. of Accounts No. of Services Requirements Small 5K - 10K 1
NorthStar Application & Database
Server
· Dual Intel E5540 2.53 GHz
Processors
· 16GB Memory
· 4200GB SAS DRIVE 10k
Medium 10K - 50K 2 NorthStar Application & Database
Server
· Quad Xeon Processor
· 32GB Memory
· 830GB SAS DRIVE 10k
Large 50K+ 2
NorthStar Client Computer
Ø Dual Core CPU (Intel Core2, AMD Phenom…)
Ø 2GB RAM
VMWare
Ø Virtual Servers will need same specs as above
Ø Full physical hardware specs determined on case by case basis with the assistance of Professional Service.
Santa Monica, City of
1212 Fifth Street, 3rd floor
Santa Monica, CA 90401
USA
Invoice MN00058059A
Description
Ship To
Santa Monica, City of
Ivo C. Nkwenji
1212 Fifth Street, 3rd floor
Santa Monica, CA 90401
USA
Date
SAN08 DELIVERY Receipt
PO Number Customer No. Salesperson ID Shipping Method Payment Terms Ordered Unit Price Ext Price Item Number
8/14/2012
Remit To: Harris Computer Systems
62133 Collections Center Drive
Chicago, IL 60693-0621
Bill to
1.00 NOTE Replacing MN58059 with correct Teleworks Maintenance term US$0.00 US$0.00
1.00 PUBS Northstar Support; Sept 1/2012 - Aug 31/2013 US$20,595.00 US$20,595.00
1.00 PUBS mCARE Support; Sept 1/2012 - Aug 31/2013 US$6,000.00 US$6,000.00
1.00 PUBS Escrow Annual Fee; Sept 1/2012 - Aug 31/2013 US$1,500.00 US$1,500.00
1.00 PUBS GUI (25) Support; Sept 1/2012-Aug 31/2013 US$2,000.00 US$2,000.00
1.00 PUBS Cognos Admin Support; Sept 1/2012- Aug 31/2013 US$319.00 US$319.00
1.00 TELEWORKS MAINT Teleworks Maintenance; Oct 1/12 - Aug 31/13 US$6,689.37 US$6,689.37 Subtotal
Misc
Tax
Freight
Total
US$37,103.37
US$0.00
US$0.00
US$0.00
US$0.00
US$37,103.37
Trade Discount
Invoice Questions? Please call Lisa Ross at 613-226-5511 ext 2192 OR e-mail [email protected]