SECOND MODIFICATION OF AGREEMENT NO. 9649(CCS)
This Second Modification ofAJ[eement Number 9649 (CCS) ("Second Modification"), entered into as of the~th day of~ 2018, by and between the City of ' Santa Monica, a municipal corporation ("dty"l, and N. Harris Computer Corporation ("Consultant"), is made with reference to the following:
RECITALS
A. On or about January 25, 2006, the City and Consultant entered into a Hardware Purchase and Software J-icense Agreement ("Original License") for the acquisition of a utility billing system entitled NorthStar Customer Information System ("NorthStar") for use by the City.
B. Thereafter, on or about March 5, 2013, the City and Consultant entered into Agreement No. 9649 for Professional Services and to Modify the Original License to Include A Software Upgrade ("2013 Agreement").
C. On or about October 1, 2015, the City and Consultant entered into a First Modification of 2013 Agreement ("First Modification") to include the Miscellaneous Receivables module as an additional Licensed Product and for additional services.
The Original License, 2013 Agreement and First Modification may be referred to collectively herein as "the Agreement."
D. The City and Consultant desire to modify the Agreement to include additional software modules, licenses and related services to migrate to the new version of Consultant's web access portal and to extend the maintenance and support services for an additional five year period, on the terms and conditions set forth herein.
TERMS AND CONDITIONS
Now, therefore, the undersigned parties do hereby mutually agree to modify the Agreement as follows:
1. Additional License and Additional Services. The Agreement shall be modified to include the following:
In addition to the licenses and services set forth in the Original License, 2013 Agreement and First Modification, Consultant shall provide the City with a perpetual nonexclusive license for the use of the CustomerConnect web module and provide professional services and custom modifications required to implement CustomerConnect as more fully set forth in Consultant's Proposal entitled "Statement of Work, Customer Engagement Solution, Customer Connect," dated November 23, 2016 ("CustomerConnect Proposal"). Additionally, 1 Consultant shall provide Utilization Review services as more fully set forth in Consultant's Proposal dated March 15, 2017 ("Utilization Review Proposal"). A copy of the CustomerConnect Proposal and Utilization Review Proposal are collectively attached hereto as Exhibit AZ, and incorporated herein by reference. In addition, Consultant will provide an upgrade to the latest NorthStar version.
Additional Modules. The City may seek, at its discretion, additional modules and services consisting of the Automation Platform and mCare version 2.0 as identified in the Budget attached hereto as Exhibit B-2 an~ incorporated herein by reference.
2. Compensation for Additional License and Additional Services. For the Additional Licenses and Additional Services provided to the City, the compensation shall be in accordance with the schedule set forth in Exhibit B-2 in a total amount not to exceed $187, 937 ("Additional License and Service Fees").
3. Additional Maintenance Term and Maintenance Fees for Licensed Products. The City may, at its sole discretion and subject to annual budgetary appropriation, extend the term of the maintenance services for all Licensed Products up to an additional five (5) year period up through August 1, 2022. The maintenance fees for each of the additional five year period are set forth in the Revised Budget attached hereto as Exhibit B-2 and shall not exceed the following:
Period Amount
Year 6 (911/2017- 8131/2018 $43,503
Year 7 (911/2018- 8131/2019) $47,179
Year 8 (911/2019- 8131/2020) $49,537
Year 9 (911/2020- 8131/2021) $52,014
Year 10 (911/2021- 8131/2022) $52,767
Total Maintenance $245,225
4. Total Amount of Compensation. For the Additional License, Additional Services and Additional Maintenance provided pursuant to this Second Modification, the total amount of compensation shall not exceed the amount of $433,162 as set forth in Exhibit B-2. For all licenses and services set forth in the Original License, 2013 Agreement, First Modification and this Second Modification, the total amount of compensation shall not exceed $812,703.
Ill
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2 5. Except as expressly modified by this Second Modification, all other terms and con· ditions of the Agreement shall be and remain in full force and effect.
IN WITNESS WHEREOF, the parties have executed this Second Modification as of the date and year first written above.
ATIEST:
t&ru.4J·,Jiad1UJtn
DENISE ANDERSON-WARREN
~
City Clerk
APPROVED AS TO FORM:
CITI OF SANTA MONICA,
City Manager
Consultant:
N. Harris Computer Corporation
3 EXHIBIT A-2
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UTILITIES so UTIONS!
Statement of Work
Customer Engag· Jrnent Solution . I . , . .
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Presented to . i
Santa Mbnica !
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Novembe; 23,' 2016 I •
Version:: 1:.1
Unsigned SOW Expiry Oat$: December 31, 2016
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www.northstarubllties.com ·
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Revision Control
Document Title: Santa Monica- NorthStar SOW- CuftomerConnect Author: NorthStar Professional Services ·'
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Table of Contents
1 Introduction ....................................................... .' ........................................................ ,,,;,, ........ .4
1.1 Purpose ........................................................ : ...................................................................... .4 ' 1.2 Project Objectives ................................ ,,,,,,,,,i.. .................................................................... .4 2 Project Scope ................................... ,,,, ............... J ........ ,,,,, ....... ; ................................ ,,,,, ............. 4
2.1 Solution Description ....................... ,, ... • ... ,,,. .. J, .'., ...... , ....... , .:. , , , : ..... , ....... , , , ......... , , , ... , , , , , ......... 5
2.2 Integrations ............................ : ........... : .... · . .' .. J .. ~ ................ J .................................................. 7
2.3" Customer Authentication ............... : .............. 1 •• .' ................. : .................................................. 8
2.4 Technical Platform ........................................ 1 •• .' .................................................................... 8
2.5 Project De live rabies & Milestones ......................................................................................... 9
2.6 Areas Out of Scope ........................................ : .. : ........................................................ , ......... 10 3 Project Management Approach ................... ,,,,,,,,,l..;,,,,,,, ........................................................... 11
3.1 Project Manager ............................ : ............. .1.. .................. , ................................................ 11 3 2 k h I . , . Wor Management Approac ............................................ , ................................................ 11
3.3 Scope Management Approach ............. ' ..... .' .... l ................... : ............................ : ........... ; ........ 11 ' ... I ' 4 Delivery Approach ................................................................... : ................................................ 12
4.1 Implementation Timeline ............... ~ ......... : ... .1 ... , ................. : ................................................ 12
4.2 Validation/Testing Approach ................... ,,,,,,' ... · .................................................................. 13
4.3 Training ................................ : ............................................................................................. 13
4.4 Engagement Completion Criteria ... : ............... : ............................................................... , ... ,.15 5 Fees & Payment Schedule ........ ,,,,,,,, ........ ,,,,,, •.... .1 ••• ,,,, ............................................ ,,,,,, ............ 16 . I 5.2 Payment Schedule ............................................................................................................. 16 I d h , I ' , 5.3 Trave an Ot er Expenses ............................................... ,, ................................................ 17 ' I , 6 Security , , , , ............ , .. ,,, .......... , .. , , ........... , , , , , .. , ....... , .............. , .. , , .J ......... , , , , , , , ........... , , , , , •••••••••••• , , , , 17 7 Assumptions.,,,,,'· ........... ,,, ......... ,, .... ,, .......... ,,,,,, .l .. · ..... ,,,,, ....... ; ................................................ 19 8 Termination and liability .................................... .1 ..................................................................... 21 9 Statement of Work Acceptance and Slgn·off ............................................................................... 22 ' I
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1 INTRODUCTION
Ll Purpose
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NorthStar is developing a major new release for their CUstomer Connect product, with development taking place through much of 2017 in a series of r~lease cycles. Each release will contain a fully functiona I and supported feature set, with a,Jditional fe'at:ures bring added throughout the development cycle.
Santa Monica has an urgent need for Customer Connect, and as such wishes to initially deploy a smaller ' < I . I functional footprint to their customers. • J '
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This Statement of Work (SOW) defines the work to be performed by NorthStar Utilities Solutions ("NorthStar"), an unincorporated division of' N
1 • Harris Computer Corporation for Santa Monica to
implement NorthStar's i::ustomerConnect This SOW includes a high level timeline, fees, and other terms and conditions specific to the services requested by Santa Monica.
After signing, changes to this document shall be made- through the Change Management Process described in section 3.3.
1.2 Project Objectives " . __ f
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The overall project objective is to provide Santa Monica with a customer engagement solution that will allow their end consumers to securely log in and view, monitor and manage their account information and payments from both desktop and mobile devices.
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The high level objectives of this project are to: ; jf , ,
1. Install, configure and implemen} the CustomerConnect solution as defined in section 2. These -solutions will be installed on a Santa Monica bremise-based server.-
2. Deliver system training designed to develop c
1 ustomer ~ompetency with the use and configuration of
the CustomerConnect solution.
I 2 PROJECT SCOPE I
The project scope will include: . · 1 l i . _ _
1. Install and configure the CustomerConnect pl~tform with the initial product footprint; '
2. Integrate CustomerConnect with NorthStar, c;1s for customer a_ccount information; (
3. Integrations to 3'' party vendors as described'· in section Integrations 2.2
4. Changes to Bill Print to facilitat~ registratioQ
5. Train Santa Monica staff.
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All work related to CustomerConnect to be performed remotely. '
2.1 Solution Description . . i · .
Section 2.1 describes the anticipated functiomil footprint ~f Cus~ome(Connect at the end of the currently planned development cycle. While Sant~ Monic?1
'Yi!l ~~~e access to\thi~ full suite of functionality once released, the deployment project will be carried) out; with an early release. Any feature not included in this deployment is indicated with an asterisk V). I ' I ) . 1 • •
Broadly speaking the following CustomerConnect functionality will be installed and configured as part of . ' ' the scope this engagement:
o Register/Login and Manage Profile (update mailing address, phone, email etc .. } ' . o View Bill
o Pay Bill
o Administer Users I
NorthStar will deploy two instances of the i::ustomerC:onnect platform and' applications in the Santa Monica ' environment: one Test instance and one Primary Production instance.
2.1.1 CustomerConnect Functionality
The CustomerConnect is built on DDN an administrativd framework thatthe entire suite will work from.
This is where the users will be administered and will naJe the ability to ,.;,anage their profiles.
List of Features: . '
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2.1.1.1 Administration Portal
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Administration of users
o Create Delete/Unlock Customer Portall!Jsers
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o Create CSR and Administrator. Users ,
' Configure password policy . . , .· I 1 !
• . Configure customizable text (i.e. disclaimers,!welcbme messages) presented to users • • : . ! ' ;
Manage Appearance of CustomerConne.ct Pages ; .
o Customize the appearance by modifyind colors and default presentation formats 0 0
0 Add logo and custom Images for use in lib'rary and banner sections Customize the Titles on Navigation Men'us
Customize the Marketing Footer includiAg addition of certain social media links
2.1.1.2 Account Management
• View and Manage Account Information .',
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0 Registration of new residential accounts
Update Password I
Update Email Address
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. , .I ... o View Account Sumrrary information :
o View. Service lnfor~ation includir\~ meter id
o View additional accounts for cust6mers with multiple accounts I . . ' . i
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2.1.1.3 Billing
A continuation of NorthStar's customer portal thi~ functionality builds upon the relationship betWeen the utility and its customer. This includes functionality related to billing and general account management and will allow the utility to take pa~ments fro in its customer and for its customer to analyze his/her bill over.time. i :1 ' 1
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List of Features :1
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• Display History Information 1
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o Balance/Payment Transactions
o View Transactions Summary
o View reports
• Balance History Report 1 ·
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• Billing Histqry Report
• Meter Reading History ·Report
View Billing Information I
o View Billing Summary !
o Bill Presentment Options: , .
• View default web bill rendered within CustomerConnect I • Default web bill (~TML) uses bill print setups in NorthStar CIS and retrieves information from the meter reads, bill sections, account F : 1 ,·· ; bal.ances. The1HTML web bill solution will present the critical bill print .set~ps and bill se:ction info(mation however it will not be the same as actual printed bil!s.
• Archived PDF Bills. Custo!nerConnect will display saved individual pdf bills from the customer network drjve as long as the following criteria is met:
• CIS retrieves bills! by ~ccount/occupant/bill date
• 8·digit acct., 2-digit ace. as account directory
• 8-d1igit acct., 2-(!i~it ~cc. , bill date as pdf file name I ' ., . . ' • View PDF bill from 3rd Ra(ty·Bill Print providers (Custom integration is required) ; l j o · Manage Payment Related Information I . • Make Payment from CustomerConnect using one of NorthStar Utilities preferred online paymenf paftners
• Make Payment from CustomerConnect registration page without logging in. o E-Billing I
• Subscribe to e-billing
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2.1.1.4 Service Orders• j
ServiceConnect builds upon the functionality pr~senL • ih NorthSta~s CIS, complete with the ability to create and manage service orders and general utility 'ac~ount management.
List of features:
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• Administration of Service Order Setup , ' '
o Define service orders that can be vie~ed by end users . . I • . o Define service orders that can be created by end users • Administration of Service Order Transfer : I , i
o Validate service orders submiited I by! erd users '
o Edit/Remove service orders submitted, by end users I 1. I o View/Search service orders
o Transfer Payments for Processing (Optional -third party vendor) • End users are enabled to
o Create service orders
o View service orders
o Print service orders reports
2.2 Integrations
CustomerConnect has the unique ability to pull data as ~eeded from external sources, rather than storing the data locally. This is accomplished through a r\umber of different methods, all of which ensure that data replication does not need to take place, and t~at customers 'do not have to wait for current information because of a sync process that has not occJrred. .
The following integration points are included in the s~oJe,ofthis project:. . . I
2.2.1.1' Integration to the Billing Data
To ensure that the customer is presented with their most up to date and historical billing information, . I CustomerConnect integrates directly to the NorthStar CIS for billing data. This integration is also completed through the use of web services and creates a logical separation from CustomerConnect and the NorthStar CIS to ensure that security concerns are cbnsidered and respected.
2.2.1.2 Integration with Bill Print Viewer I : . For this implementation it has been identified .that the default web bill rendered within CustomerConnect would be implemented for Santa Monica. The default web bill (HTML) uses bill print setups in NS CIS and retrieves information from the meter reads, bill sections, account balances. The HTML web bill solution . . I will present the critical bill print setups and bill section information however it will not be the same as actual printed bill formats.
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2.2.1.3 Integration with Online Payment Provl~er Partner With one of our preferred payment providers, the CustomerConnect online integration will assist Santa Monica with being in a position to ;lCCept credi.t cards and .electronic checks quickly and securely. Santa Monica's online payment processor is Paymentusi and so for this implementation, CustomerConnect will interface with Paymentus to offe~ o
1 nline payme.n1 trans~ctions ..
2.2.1.4 Integration to the Servrce Order Data• . · '
To ensure that the customer is presented with their most up to date service requests and service request . I . tracking, CustomerConnect integrates directly 1to· the NprthStar CIS for service request data. This integration is also completed through the use .pf web services and creates a logical separation from CustomerConnect and the NorthStar CIS to ensury that security concerns are considered and respected.
I 2.3 Customer Authentication 1 .. . j ' ' ., .
As part of the transition from the eCARe solution;1to CustomerConnect solution, end consumer users who are already registered in eCARe will·have the oppqrtunity to. re-register in CustomerConnect using a more streamlined registration process and will only have to enter minimal information like answering security questions, resetting with a more secure password and confirming stored information.
User registration for new users implements a layer of verification with the NorthStar CIS to ensure that . I the customer is indeed who they say they are. This process verifies a value from the customer's bill. Once registered and authenticated, the consumer willl"ve:a~cess to the CustomerConnect system.
2.4 ·Technical Platform '
2.4.1 Recommended Hardware
CustomerConnect recommends two installation environments, a test instance.and a production instance.
All environments can be run within a virtual co~figuration.so long as the adequate number of physical resources are allocated appropriately to the virtual rrachine .. ' ! I I '. : . . In all cases, the database environment recommended 'is MS SQL Server and this will be installed and configured as part of the imple~entation proces1s. In addition, the application server is Apache Tomcat 6+; it too, will be installed and configured as part 'of the implementation process. . ' ' The production environment will require the purchase of .a certificate from a central authority (CA) to ensure that the application can be configured for'use on a secure port for SSL.
2.4.2 Test Environment Speclficat(ons
Component Specification'
Processor 2 or more 'Quad-Core Intel• Xeon• 2.00GHz processors, 2x4MB L2 Cache (or larger), 1333MHz Front Side Bus (or faster) Memory. 16GB DDR2 400MHz ) I . .
Dual Ranked DIMMs (br}better and upgradeable)
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Stora~e - ==-=-- soo_GB= . ----~- -, --+----- . -- --,====-~ _Network ~~~ess . --~uallGB network cards -.•.: lJ :. . . i . •_. ____ ·---·------·- Ope. rating System Microsoft Wind. ows S~r~ec 2. 008 ,6~-bit (Stanp __ ar~ Edition) ____ -. _ Other Backup software and hardware; Vtrus protectton software ~--- . . . . . r~~ ~· . . --------· ---- 2.4.2;1 Production Environment Specifications __
. Component Specification . . ...:._"..___:_ __________ , _________ , ___ . ---- . t--'-;-' _______ __:___.;,_-__ ,,_,,,_ ________________ , _____________ , __ Processor 2 or more Quad-Core Intel® X~on., 2.00GHz processors, 2x4MB l2 Cache (or larger), 13'33MHz Front Side Bus (or faster) Memory 32GB DpR2 400MHz : . , . , ._,·, I ; • . •
~~g-e_____ ~~~IGRBanked. DIMMs_(~Thd upgrade~~------C-~-.----•- N_E!~work Access ____ D.ual _1GB network cards, : .. · ; . . . : . , .· · -c----1 Operating System Microsoft Windows Server 2008 64-bit (Standard Edition) Other --------~~s~ck_upsoft1JI'ar~_<md h~rdwarE!. Yiru~ pr~tectlon software ____ _
2.5 . . . . . . •..... . . . ' I , Project Dellverables & Milestones.
The following deliverables, milestones and work products are included in this project, where deliverables are items created during the engagement that may require formal review and approval by the customer, and work products are items created during the engag~ment that are reviewed by the customer but cjo not require formal approval by the customer. · . . ·• j , ; · . 2.5.1 Deliverables and Milestones • · The following list identifies the key deliverabl~s and mil_ siones associated with this project: . o Project Kick-Off Meeting - including Functionality Review, Hardware Review and review of 0 0
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Statement of Work
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CustomerConnect Platform Software Installation
Software Integration as described in ~he, pre,ce~ing section Software Configuration
Software Functional User Training
Work Products
The following list identifies the key work products associated with this project:
o Project Plan ' )· .
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o Deployment and Delivery Checklist
o Training and Testing Plan Guides
o Configuration Management Document ·
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o CustomerConnect Test Cases
2.6 Areas Out of Scope
Anything not listed in the above "Project Scope" is considered out of scope for this SOW. •
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Single Sign-on Authentication with another web portal
Training documentation ' '.'.· ·.1 ' . : · l ' . I
Net-Metering display of received and delivered interval data Customers with multiple accounts signingl up for eBilling- Customers with multiple accounts will have to call the Utility to setup the ebillink service. There is a notification message. in ' CustomerConnect
Data migration of usernames/passwords from legacy web portals .
Supporting 3'' party integration of the Cu~tomerConnect login screen Display of 15 minute interval data in CusibmerCon~ect
Database maintenance andlbackups (As Jart of the CCimplementation, the CCteam will work : , . I :
with the customer to ensure that they widerstand what the requirements are for backup and frequency of backups) ! . I
'Go-Live' cutover taking place on week'ends.(lf the ·customer requires a go-live on a week-end or weekday evening outside of business hours, a change order for the overtime work may be required) · ' ' J . :
• NorthStar Test/ Production environment~ - upgrades/MR releases (If a NS hot patch is required ' ~ l ' .
and is related to the CC imp1ementatio~, [he .~(,implementation team will manage this activity as part of scope. If the Customer is looking for~ Jull MR installation or such, they will need to work with Support Services:) ·I
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3 PROJECT MANAGEMENTAPPROACH
3.1 Project Manager .. · \
Project Management services ar~ included in ;his: engagl~ent. These services include:
• Facilitating regular (weekly) status meetings'•and submitting action item lists as agreed upon with Santa Monica.
·• Management and coordination of NorthStar's' resources; and • Management of project scope and change contr61 processes.
3.2 Work Management Approach . I
The NorthStar eSupport application will be used to track Jkoject issues such as software deficiencies and other lower level action items. The entire projecheam from both NdrthStar and Santa Monica will have I, ' \ : ' access to eSupport.
3.3 Scope Management Approach
NorthStar will maintain the SOW for the CustomerConnect product with formal documentation denoting the agreed upon deliverables and scope. Santa Monic~ and/or NorthStar may propose changes to this.
SOW to address services that fall outside the scope of selvices described in this SOW ("change requests").
The Change Order form must'be used for all change /equests. NorthStar shall have no obligation to commence work in connection with any change Jntil thJ:fee and scheifule impact of the change is agreed upon in a written Change Order form signed by the dksi~n~ted repres~ntatives from both parties.
I . . . Upon a request for a change, NorthStar shall submit the change on our standard Change Order form describing the change, including the impact oft he chang~ on the schedule, fees and expenses. The Change Management Process that will be employed is defined below: . i o Identify and document proposed change I . o Assess impact of proposed change : . / ; o Estimate required effort/ cost of proposed·i::hange : .. I . o Submit Change Order for Approval I Disapproval, o Communicate Change Order Decision · I
o If Proposed Change is Approved:
• Assign responsibility !
• Monitor and report progress , i
Within five consecutive busine~s days of recei~t ,ofthe !change Orde~i form (or any other period of time mutually agreed to by the part1es) Customer wlllinot;unreasonably Withhold approval of a change order.
Santa Monica shall either indicate acceptance or 'rejecti6n' of the propbs~d change by signing the Change Order form. If NorthStar is advised not to perf~rm the c~ange, then NbrthStar shall proceed only with the original services. In the absence of Santa Monica acc~ptance or rejection of the Change Order form, NorthStar will not perform the proposed change.
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4 DELIVERY APPROACH! <I
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I 4.1 ImplementationTirneline. · 1
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' The estimated duration of this engagement will!be determined at the conclusion of the configuration requirements gathering review session and when we have a clear understanding of the requirements.
There a're a number of factors to be considered that may have an associated un-planned increase in effort and will therefore impact the project schedule ~n~ costs. T~ese factors are typically not determined until project kick-off and will be a key ,input into the final :go-live date and may result in additional cost. , , : ·I . ,. , NorthStar will notify Santa Monica of any increase in effort and will provide Santa Monica with a Change Order according to Section 3.3. 1 ' ·1
This timeline assumes the IT environment is availa,ble for the installation and configuration of the solution . .
ProjeCt
M<inager
• Santa Monica
Project
Man·ager
• NorthSW
i~~~i~~~t~:~:~;.~~f·t,:;s:~~~~~[~~.t:~o·Santa · Functional ·:·: Cori'suJt;;~nt
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Week8/J/10 Testin!:ba!(ed on Custome_rConnectTest scripts • 'bUsiness proCesses
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4;2 Validation/Testing Approach · . . .
To ensure that a quality solution is delivered to Santa ~onica, NorthStar will validate that the delivered solution performs as per the agreed upon requirements., The three rn,aintesting activities are: . • Unit Testing to ensure that the solution behaves as expected from system to systein based on the interface/integration work. I •
• Functional Testing to ensure that the solution (configuration, interfaces and reports) behaves per agreed upon requirements based on the SOW. •
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• User Acceptance Testing to ensure that Santa Moni1
ca validates that the solution behaves as per the
agreed upon requirements based on the Test Case Scenarios.
4.3 Training
The objective of the training sessions are to ensure that'the Santa Monica staff that will be using and supporting the CustomerConnect solution have been t(ained on the software and are familiar with the aspects of the solution that are pertinent to tl)eir role. I ' . , NorthStar recommends that CustomerConnect traimng mainly be provided to Customer Service Representatives (CSRs) who will be taking calls by. the utility customers as well as to individuals who will be called upon to administer the CustomerConnect solution. . I CustomerConnect SOW i Groton Utilities
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The following training sessions will be provided ito SantaiMonica• as part of this engagement:
CustomerConnect Overview Training Session: , ·1 . . ' : · • The CustomerConnect Overview Trainingjis held with the core user team at the beginning of the project kick-off phase. The objective oftlw overview session is to introduce the users to the CustomerConnect application who may not have had the opportunity to see the application and/or to users who need a refresher session; As part of the session we provide a walk-through of the basic functionaliW to: assist with ~dderstanding the CustomerConnect solution and to. : I . I -' ' guide discussions during;the solution configurati'on phase .. . I . .· . I
CustomerConnect Solution Administrator Workshop- Training Session:
• One workshop session will be provided: 3'5 hours.
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User Management process, such as add, remove/update or search a customer/admin/CSR user account. I . i . '
Customize the appearance (e.g. backgrou.rd .colors, text fonts, images) of various sections of the CustomerConnect pages; 1 • · ' • •
Customize the content that appears ontqe CustomerConnect footer and specify the export· format(s) that are available to Customer~onnect users.
CustomerConnect Functional Training Session .
• ·One Training session will be provided: 2-3 hours. i . • The training sessions will prepare the tes1ing team for user/acceptance testing and is conducted in a Train-the-Trainer format ' 1 •
• Review CRS functionality to, search and vi~w customer account information in .· I . •
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CustomerConnect. I
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VIew customer's information and effectively resolve customer queries (Information covered will be based on included modules).
Review the customer registration process
Review the process to help ',customers r,ed.et 'theif User ID/ Password . I : ~' I Walk through various Cust~merConnect ~creens: so as to teach CustomerConnect usage to end customer. l
CustomerConnect CSR Training Session
• Two 2-3 hour sessions (Note: This is to.typically accommodate resource availability), ' i •
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This training session forma~ and material ;coyered is similar to the Functional Training session but will be available to awider CSR audience. near the 'go-live' phase.
Review CRSfunctionality•to
1 search and tiJw 'customer account information in CustomerConnect.
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View customer's information and effectively res1olve customer queries (Information covered will be based on included modules). l' ·i
Review the customer registration process, ' 1
Review the process to help customers reset their User ID/ Password . , , I Walk through various CustomerConnect screens so as to teach CustomerConnect usage to end
4.4 Engagement Completion Criteria!
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Engagement is deemed completed once all CustomerCo1nnect Platform, functionality within the scope of this SOW have been deployed to the Production; Envirdnment for a period of 20 business days and any Priority 1 items (as defined in the following table) :raised :during that pe'riod have been resolved. NorthStar has the exclusive rights to classify ca II types according to the definitions below.
Prioi'iW 2- Medium Priority
PriOrity 3- Low PriOrity
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Performane<• ;.,;~e~ofsever·e natUre fmpactirigcritical proCesses:
WoikaroJrids;
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nnp:r~:~~~~:3~l~~:~·~~~~~nattcritical: rlot'iinpa~ingcritical processes· •
• .WorkStation 1 1 issues·(Workstationspecific)
Minimal. or no irripact to <:ritical. business functiOn RepOrt. foi"mattl(l1
g i~sues
TralOirig q·u.e;tiohs}howt.Q,· or imf)len]entlng riew proces.ses Aesth.~ii:Ci~~-Jes (- !- ! > . • ; ·lssues:~ithp~rkhrJu(ldsfor Jarge!ma)()rityof. ~ccounts Recom~~~tl.~tlO~s tor enhancemlnts on system changes Ques tf~O s orl ido~~A, entation
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CustomerConnect So'W--droton Utilities!
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NORTHjSTAR.
UllllllU$0WIIC>n
S FEES& PAYMENTSCHEDULE
The fees for the Software, Professional Services and Maintenance & Support Services defined within this statement of work are based on fixed price and exclude any travel and logistics (T&L) expenses that may be required.
The following Matrix summarizes t~e Project and Maintenance fees:
5.1.1 Price Summary
• Installation Services
• Project Management
• Configuration and Integration Services
• Workshop -Training
• Go-Live and Go-Live Support Services
• Annual Maintenance Total- eCARe upcharge m,aintenanc~
5.2 Payment Schedule l
• j . Santa Monica will be invoiced base9 on the follpying payment schedule:
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5.2.1 Licenses j
1. 50% on SOW signing i
2. 50% on installation of CustomerConnect, software in the customer environment, non-production or production server. . i
CustomerConitect SOW- Groton Utilities
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HORTHjSTAR'
UTlliiiU$QI,.~'l
5.2.2 Professional Services
1. 25% on SOW signing
2. 25% on installation of CustomerConnect software in the customer environment on a non- ' production server.
3. . 25% on Delivery of CustomerConnecl' Function~ I CSR Training
4. 15% on move to production environment I ,
5. 10% on Engagement Completion as defined In "Engagement C::ompletion Criteria" i . . i . I
5.2.3 Annual Fee
1. The annual maintenance fees will start on installation of CustomerConnect Software in the customer environment, non-production server.·
Invoices are payable on a net 30 basis. .
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Any mutually agreed upon Change Controls will be billed at USD $200/hr .when incurred. . I . . 5.3 Traveland Other Expenses j In addition to the fees outlined above, Santa Monica will be billed for all reasonable expenses. Direct costs, including but not limited to travel, meals and accommodation, will be charged as incurred. Travel time will be billed at $75 per hour. \
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6 SECURITY
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All information technology equipment, applic~tions and/or services provided by Vendor forthis project will be subject to third-party security vulnerability testing prior to deployment in the City of Groton/Santa Monica' (CoG/GU) production environment .. The COG/GU reserves the right to select the third-party security vulnerability testing firm of their own choosink and assumes responsibility for payment of the. testing services to the third party. The industry standafd~ used for the testing may include, but are not limited to, International Organization for Standardization (ISO) and1 1 the International Electrotechnical
Commission (IE C) standard 27002:2005, the ~ationa'l l~siitute of Stahdards and Technology (NIST), the National Security Agency (NSA), and the Open Web ~pplication Security Project (OWASP) guidelines.
Additional standards may also be used if appropriate bas~d on the nature and scope of the vendor project.
Identified vulnerabilities will be prioritized by the third'party based on the Payment Card Industry (PCI) severity system and scored using the Common Vulnerability Scoring System (CVSS) or other threat rating ' . system mutually agreed upon between the COG/GU and the third-party firm.
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CustomerConnect SOW 1 Groton Utilities
NORTHISTAR"
UlllltlUJ.Ol\IT~4
Upon completion, written results of the security vulnerability testing will be provided to Vendor via secured communication means, along with the, COG/GU remediation requirements. The Vendor shall, in conjunction with the COG/GU Information Security Officer, <:letermine a security vulnerability remediation plan. Any remediation work performed by the vendor ~iiJ be subject to re-test by the third-party firm to ensure that the identified vulnerabi.lities have b<!~n ;successfully resolved. Should the vendor be unable to remediate identified vulnerabilities for whate~er reason, the COG/GU reserves the right, at its so'le discretion, to accept or reject the; placement of the Vendor-provided technology into its production ' . environment. , I . CustomerConne SOW - 1 Groton Utilities ' ' I '
NORTH/STAR"
; : vm.mu~vne~t
7 ASSUMPTIONS l
The Services, fees and delivery schedule for this engager;nent are based upon the following assumptions:
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Any items not explicitly identified within this document are considered out otscope. Any changes to those responsibilities and/or deliverables will be c~nsidered a change in scope for the engagement.
Any proposed change to the engagement scope mu~t be put into written format and be submitted to NorthStar during this engagement for reviewj a~~ cdn~ideration. i , · .
This engagement currently ,has, and will c~ntirluei ~o have, thJ s~pport of senior Santa Monica management and will be assigned sufficient priority with respect to other project to ensure Its success.
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Santa Monica will assign a lead to act as ah internal 'resource and guide throughout this engagement .
Santa Monica will secure the appropriate· staff in aJ timely fashion in· order to discuss or review the various materials produced when required. !
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Santa Monica will provide access and support ,from the :IT group and any other stakeholder, asdeemed· necessary by NorthStar throughout this engagement. · i .
Santa Monica agrees to facilitate any required S~ntJ Monica Corporate logistics for the fulfillment of this agreement. I . ·
Santa Monica will secure, as required and in a timely fashion, the assistance and cooperation of Third Party Vendors (e.g. CIS, AMI, Payment, Bill View) to ensure a successful CustomerConnect Implementation. A change control may be created! if the Third Party Vendor is unavailable or noncooperative and as such results in an impact to the schedule or effort.
Third Party Vendors Solutions are able to provide! information ~equired by the CustomerConnect Solution as well as accept information provided·by the CustomerConnect Solution.
All documentation provided by Santa M~nica shall I be up-to-date and accurate or if that is not the case, advise NorthStar as such.
All hardware, software, and network components supplied by Santa Monica are working properly and , I : . are free of defects and will meet minimum hardware standards provided during the engagement.
To minimize project costs, the majority of project lork will be performed at one of the NorthStar's locations except for project activities where facectolface is deemed more effective.
Santa Monica will provide the appropriate re~ot~ alcessto its net,work, facilities, and systems as may . I be required to perform activities from one of NorthStar's locations. NorthStar shall abide by all rules I and directions of Santa Monica when accessing the Customer's network, facilities or systems.
Price does not include Santa Monica approved Travel and living expenses that may be required as part of the delivery of the engagement unless spedfied in the contract. (i.e. Air, car rental, gas, per diem and hotel). NorthStar will work with S~nta Monica 'to identify most cost effective accommodations for Santa Monica on-site activities! that are mutually agreed upon.
Upon deployment of the custom modificatio:ns orihterfaces intoi NorthStar TEST, Santa Monica will have thirty (30) calendar days for acceptance testi~g,j' during which time, issues reported within the 30 days will be resolved at no charge provided they·~r~ part ofthe1 original scope of work. At that time
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CustomerConnect SOW~ Groton Utilities
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the custom modification or interface will be promoted to the production environment on agreement from 1 ·I . All changes. or issues reported after 30 days from when the custom modification or interface is I delivered will be considered billable, unless: a prior arrangement or extension to the acceptance period is made. If the testing period extends 'past 30 calendar days there will be an additional charge to move the modification or interface into, Production ·unless a prior arrangement or extension has been agreed upon. . ·' I · · . . Santa Monica resources will :belavailable as rrquired for User Acceptance Testing. It is expected that the individuals identified will ha,ve experience! in the 'day-to-day operations and will work closely with the NorthStar Consultant to resolve issues as required. The main purpose for this interaction is to I
provide a quick and consistent response to:procedural issues so that the NorthStar Consultant is not required to contact a large number of Users. 1
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• Santa Monica will make an existing SQL Server database available, purchase a license or use the NorthStar database to host the DNN schema.:
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CustomerConnect SOW- Groton Utilities
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VTIUTIU 50Wll0\l
8 TERMINATION AND LIABILITY
Unless NorthStar and/or Santa Monica exercises its right to terminate this SOW due to material breach or default, NorthStar must provide, and Santa Monica must purchase, services from NorthStar for the items defined within this SOW. I
If Santa Monica and/or NorthStar exercises its right' td terminate t~is SOW due to material breach or default, or Customer and/or NorthStar terminate~· this S~W without cause, Customer'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 ofa duly authorized officer of the Organization, that all copies ofthe.software or any part thereof, in any form, within the possession or control of the Organization hdve been returned to NorthStar. {if applicable)
3. Complete payment for services performed Jnd expenses incurred prior to termination including: ~ · J I
a. Any amounts previously invoiced b t unpaid; '
b. Fees for licenses and professional s~rvices performed through the termination date which have not been invoiced; and '
c. Any approved Travel and Living costs.
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NorthStar's obligation includes the following: :
1. Provide notice of 10 calendar days for teimihation without cause;
2. Refund to Santa Monica any fees for profes~ional services' for work not completed at the termination date. 1
Under no circumstances shall NorthStar be liable for any special, indirect, consequential, punitive or incidental damages of any kind and shall not be liable for loss of profits, works stoppage, system failure or malfunction, loss of data or any other damages or los'ses in connection with this statement of work, even if NorthStar has been advised of the possibility of Juch damages. in any event, NorthStar shall not be liable to pay any amount, in the aggregate,. that is gr~ater than the!fees received by NorthStar under this statement of work.
CustomerConnect SOW -7 Groton Utilities
. . . . I HORTHISTAR"
Ullli11U$01..UTtelo:J
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9 STATEMENTOFWORKACCEPTANCEANOSIGNOFF . . . . I .
A signature below will signify acceptance of the terms of this Statement ,, of Work and will serve as authorization to proceed with the activities described herein. '
Please sign and return this doc.ument by email fO.,Mac Campbell at [email protected] i
Santa .Monica Signing Authority
Print Name Signature Date
CustomerConneSt SOW- Groton Utilities
NORTHISTAR·
UTILITIES SOLUTIONS www.northstarutilltles.com
Date:
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Supp'ort Call:
Customer:
March 15, 2017 ;
City of Santa Monica
lvo Nkwenji
Department: '
N/A
NS-PS
Attention: Fixed Price: $18,900*
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*This price does not include travel time, & expenses which will be billed as incurred. i Services Description: The City of Santa Monica (Santa Monica) has requested a Utilization Review of I , ' the NorthStar CIS. The objective of the Utilization Review is to assess the Utility's current business processes, custom modifications and interfaces ~e~o:elobed for the Utility, and identify areas where process change, reporting, automation, new add-oris dr integration~ could be implemented to · maximize both software and resource utilization. This!session will involve power users and/or managers working through the identified processes an~ documenting opportunities for improvement.
Scope of Work:
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5 days on site Utilization Review with the NorthStar Business Consultant . , I , , . o During the onsite review the NorthStar Business Consultant will work with Subject Matter Experts (SME) from each functibnal area reviewing current resourcing, I . responsibilities and business processes.i Each will be documented and discussed in detail to allow for further evaluation and efficiency improvement recommendation.
Efficiency recommendations may comejin the form of process improvement, automation, configuration, report development, integration or modification development or task reallocation betwJen functional:area. · Creat~Utilization Review Document det~ilin~ rJcommended hrocess improvements and potential automation opportunities I
o The Utilization Review Docurnent details the information gathered during the onsite review. Recommendations are fully documented under each. functional area, and an Executive Summary is provided which s~rves to identify the items which will have the greatest value for the Utility. · l
Utilization Review Follow Up tall.to discJss.det iled recomm~ndations o Upon review of the delivered .UtilizatiJ Review Document, the NorthStar Business Consultant will conduct a foll6w up call to discuss the document and the recommended changes. The Consultant will. assist in ~etermining what changes the Utility wHI implement and discuss timelines around such implementation. NorthStar will provide estimates for providing subsequent traihing, additional automation programming, NORTHISTAR"
VTILITJES SOLUTIONS www.northstarutilities.com
Approach:
modification and integration de·v·[llopment; r~port development and configuration assistance, where applicable : . : ,
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Work will be scheduled upon receipt of this signed document. Should additional time be required to complete this project at any time, you '«ill be notified and asked for your approval in advance of NorthStar completing the incremental work.
Assumptions: . .
• Santa Monica to ensure the appropriate ~taff is available to work with NorthS~ar resources while onsite. It is expected that the individuals identified will have experience in the day-to-day ; . operations and will work closely with the consultants to resolve issues, requests or questions as required.
I • Quote is based on a standard 8 hour work day. If there are any changes to the hours required, scope or our understanding of the scope, the price is subject to change. ! I
• Additional follow up or support for onsite activities 'once site visit is complete to be billed as ; incurred.
• The consultant will work on Santa Monica premises and will have ready access to appropriate personnel in the user departments and:to the technical documentation associated with the systems. · ·. \ ·
Acceptance Terms: . ··1 . ; . i . . .
The work contained within this document is deemed completed and accepted once onsite activity is completed and the Utilzation Review document ~as been received by the customer.
Note: Any items requiring support following acceptance of this work should be Jogged through the Support Desk.
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NORTHjSTAR"
UTILITIES SOLUTIONS www.northstarutillties.com
This is a fixed price quote of $18,900 based on the scope described above. An additional amount equal of 5% of the total fees billed have been included in the fee charged to cover technology, communication and administrative costs. If there are material changes t'o the scope or our understanding of the scope, ' I the price is subject to change. 1
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Any additional scope will be charged at a rate.of $200/hlr.
Price excludes any applicable taxes. · ' I
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Quote is valid for 60 days from date of delivery. After 60 days the quote will be considered expired and would need to be reassessed and re-quoted if still required. *In addition to the. fees outlined above the Santa Monica will be billed for all reasonable expenses.
Direct costs, including but not limited to travel, meals ·a~d accommodation, will be charged as incurred.
Travel time will be billed at $75.00 per hour.
Payment Terms:
This quotation will require a 50% deposit on signing, before any work will begin. Payment milestones to ·. be invoiced as follows:
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50% on contract signature I
35% on delivery of on site Utilization Rev,i~w, I , 15% on delivery of Utilization Review Documenlt , Invoices are payable upon receipt. I
Termination:
Unless NorthStar and/or the Santa Monica exercises its "right to terminate this quote due to material . I breach or default, NorthStar must provide, and Santa Monica must purchase, services from NorthStar for the items defined within this quote.
If Santa Monica and/or NorthStar exercises its right to terminate this quote due to material breach or default, or Santa Monica /or NorthStar terminates this c\uote without cause, Santa Monica's obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Return the Software to NorthStar.and certify, .under the hand of a duly authorized officer of the Organization, that all copies of the SoftWare or any part thereof, in any form, within the possession or control of the Organization nAve been.retuined to NorthStar. {if applicable} NORTHISTAR"
UTILITIES SQLVTION$ ·www.northstarutllltles.com
3. Complete payment for services pe~o rmed and ~xpenses incurred prior to termination including:: ·• I. ; : ; ·
a. Any amounts previously inyojced but unpaid;
b. Fees for services performed through the termination date which has not been invoiced; and I . 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 Santa Monica any fees that have not been earned under this quote through the termination date. 1 , ·1 . , . .
Under no circumstances shall NorthStar be liable'for any special, indirect, consequential, punitive or incidental damages of any kind and shall not be li~ble for loss of profits, works stoppage, system failure or malfunction, loss of data or any other damages or Josses·in connection with this statement of wo;k, even if NorthStar has been advised of the possibility of such damages. In any event, NorthStar shall not be liable to pay any amount, in the aggregate, that is greater than the fees received by NorthStar under this statement of work.
Acceptance:
A signature below will serve as authorization to p:roceed with this quotation. Please sign and return this document by email to: Mac Campbell at mcampb,[email protected] o Approval to Proceed
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should be directing Technical Issues. ; ,
Please provide both an authorized signature for sign off on this qyotation, and a iechnical contact where we Print Name (Authorized signature) Signature Date
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Name (Technical Contact) e-mail I Phone Number
o Declined
1 If you do not wish to proceed with this work, ple~se check one of the boxes below by way of an I explanation, and we will update our records accordingly. o No longer required
o Insufficient funds at this time
o Work c,ompleted.internally
o Cost is •prohibitive . I
o Work around created
o Other
EXHIBIT B-2
City of Santa Monica, CA
5 Year NorthStar Utilities Solutions Budget Proposal
Prepared for: lvo Nkwenjl
Prepared by: Mac Campbell
bate: July 06, 2017
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