HomeMy WebLinkAboutContracts & Agreements_189-2007_CCv0001.pdf ADDENDUM TO INFORMATION SYSTEM AGREEMENT
THIS ADDENDUM dated as of October 16, 2007 supplements and forms part of that certain
Information System Agreement by and between City of Redlands ("Customer") and Systems & Software,
Inc. ("S&S") dated as of June 3, 2003 (as amended by this Addendum and as otherwise
amended from time to time, the"Agreement").
WHEREAS, subject to the terms and conditions of the Agreement, the Customer desires to
commence work on the enQuestaTM 3e implemenation project which shall include the purchase and
implementation of the enQuestaTM Reporting Portal and enQuestaTM WebConnect products.
WHEREAS, all capitalized terms not otherwise defined herein shall have the meanings
ascribed to them in the Agreement;
NOW THEREFORE, in consideration of the foregoing and the mutual agreements contained
herein, S&S and the Customer hereby agree as follows:
ARTICLE 1 FEES
1.1 Fees
(a) The charges for the enQuestaTM 3e upgrade project, enQuestaTM Reporting Portal
and enQuestaTM WebConnect shall be those set out in the Pricing Schedule
attached hereto as Exhibit 1, which is incorporated herein by reference.
(b) The Customer shall pay S&S for the products and services to be provided by S&S
pursuant to the provisions of this Addendum in accordance with the Payment
Schedule attached hereto as Exhibit 1, which is incorporated herein by reference.
All payment and invoicing provisions set forth in the Agreement shall apply to
these products and services except as otherwise expressly set forth in this
Addendum (including the exhibits attached hereto).
ARTICLE 2 MISCELLANEOUS
2.1 Addendum Forms Part of Agreement
This Addendum (including its exhibits) is attached to and forms part of the Agreement. Except
as otherwise specifically stated herein, all provisions of the Agreement remain in effect in
accordance with the terms thereof.
2.2 Representation of Authority
Each Party represents and warrants to the other that the execution and delivery of this
Addendum and the performance of such Party's obligations under the Agreement (including
the Addendum) have been duly authorized and that the Agreement (including the Addendum)
is a valid and legal agreement binding on such Parties and enforceable in accordance with its
terms.
2.3 Counterparts
This Addendum may be executed in several counterparts, each of which shall constitute an
original, but all of which shall constitute one and the same instrument.
- 2 -
Exhibits
The following Exhibits, attached hereto and incorporated herein by reference, form a part of this Agreement
and need not be signed separately to become enforceable:
1. Exhibit 1 - Redlands 3e Pricing 9-18-07
2. Exhibit 2 - Redlands enQuesta 3e Proposal 8-17-07
3. Exhibit 3 - Redlands Reporting Portal Proposal 8-17-07
4. Exhibit 4 - Redlands enQuesta 3e WebConnect Proposal 8-17-07
5 Exhibit 5 - S&S Certificate of Insurance
IN WITNESS WHEREOF, the parties to this Addendum have hereunto set their hands and seals effective as
of the date first set forth above.
Systems & Software, Inc. City of Redlands
67, /
By: r f By: •' .
(' Jerry Ford /ion Harrison
Title: " Cc) Title: Mayor
520659_v 1:7028-00003
A1T ST:
Cit Clerk, , `1,y , Redlands
1Y
City eff
Municipal Utiiities Department
City of Redlands
Municipal Utilities Department
Redlands, CA
enQuesta
efficiency enabling technology - enterprise solutions
enQuestaTM 3e Upgrade, WebConnect &
Reporting Portal
Pricing & Payment Schedule
September 18, 2007
,..-rnz159 ;i45
• - - .,0,-
Systems
& Software
City of Redlands Municipal Utilities Department-enQuesta 3e Upgrade, Reporting Portal&WebConnect Pricing&Payment Schedule
Page 1 of 8 Proprietary and Confidential to Systems&Software, Inc. 09/18/07
ENGAGEMENT PRICING
Contract Summary
All contracted Software, Hardware and Services will be quoted and provided on a Fixed Fee
basis. Travel expenses are estimated here for budgetary purposes but will be billed as incurred,
The proposed scope of this project is defined in the enQuesta 3e Upgrade Statement of Work
(SOW), the enQuesta 3e Reporting Portal SOW and the enQuesta 3e WebConnect SOW,
Additional services (including Travel & Expenses) required due to out-of-scope work will be
quoted and billed on a time & materials basis at the current rate charged by S&S.
Summary Pricing
•
enQuesta 3. Upgrade $ 214,453.00
enQuesta 3e WebConnect $ 76,900.00
enQuesta 3. Reporting Portal $ 47,168.00
Travel and Expenses (estimated) $ 30,000.00
City of Redlands Municipal Utilities Department- enQuesta 3e Upgrade, Reporting Portal &WebConnect Pricing &Payment Schedule
Page 2 of 8 Proprietary and Confidential to Systems&Software, Inc. 09/18/07
enQuesta Upgrade Detail Pricing
•
fttriSionl.i, �' i;, c = 41
IBM pSeries Server 9110 Model 52A - Dual Core 2.1 i
GH2 Powers Processor Card, 36MB L3 Cache, 4 x
300 GB Ultra320 SCSI Disk (10,000 RPM), 3072 MB $ 20,442.00
DDR-2 SDRAM (533 MHz), Rack Mountable (Includes'
Rail-Kit), Includes 3 years of AIX Maintenance I
enQuesta Server Hardware Maintenance - 36 Month, $ 2221.00
7x24 Response
Hardware Shipping from Colchester, VT to Redlands, 225.00 $
CA post server burn-in
enQuesta 3e software and enabling technologies 26,125.00 ; 7,207.50
including the Web Services Engine
Upgrade . - I_ e "i tees Totxit`' ; ,S$1 1l 7,4 .OQ _- .
S&S Upgrade Services Total • Includes:
Project Management
Business Process Analysis
Data Conversion
Implementation and Testing $ 117,440.00
Training and Documentation
Simulation
Go-Live
Post Go-Live Su .ort
-Q�`-PrOr = Onar& icese Toted - • : •8 +.s CIAO .,
Configuration of Optional Features (see Optional I $ 48,000.00
Features Table for pricing detail)
lr"av ` �= ; ,_ `. :' _ I i ' .. 25'0000
ININNMIN
Travel & Expenses - Estimated at 10 Person Trips 01 25,000.00
$2500 each - Billed as incurred
City of Redlands Municipal Utilities Department- enQuesta 3e Upgrade, Reporting Portal&WebConnect Pricing&Payment Schedule
Page 3 of 8 Proprietary and Confidential to Systems&Software, Inc. 09/18/07
enQuesta Optional Features Pricing Detail
DESCRIPTION Lat DISCOUNT mat
1.38 Address/Zip Code Verification/Standardization $ 6,400.00 $ (6,400.00) $ -
1.4 Smart URLs $ 1,280.00 $ (1,280.00) $ -
3.17 Validating Rate, Class & Tax Type $ 6,400.00'. $ (6,400.00) $ -
Standard Batch Processing CASS Interface $ 6,400.00 1 $ (6,400.00) $
3.22 PDF Bill Image $ 16,000.0-0 $ - $ 16,000.00
3.23 Billing Job Scheduler + $ 12,800.00 $ - $ 12,800.00
4.17 Managing Meters & ERTs $ 12,800.00 $ - $ 12,800,00
6.7 Automatic Creation of a Meter Inventory $ 6,400.00 $ - $ 6,400000
TOTAL : ' - $68,4110.00` .420i00.00_, $411$1000.00',
City of Redlands Municipal Utilities Department - enQuesta 3e Upgrade, Reporting Portal &WebConnect Pricing&Payment Schedule
Page 4 of 8 Propnetary and Confidential to Systems&Software, Inc. 09/18/07
enQuesta 3e WebConnect Detail Pricing
•
FLITtiWere'l 1:11111111111.11111111M
RMUD to Provide-S&S Minimum Hardware Requirements:
Dell Power£dge 2950,2 x 2.3.3G.hz Intel Xeon Processors,
4GB RAM,2 x 146GB 15K SCSI Mirrored HD,Red Hat
Linux 4 AS
Soft are•To _ . , f . .25X00#00. $ • ,1 4.000.00
enQuesta 3e WebConnect Software License for 5
ports including enQuesta 3e WebCon.nect Web $ 50,000.00 $ 10,000.00
Services API
Software Discount $ (25,000.00)
` 7
$ 514.90050- .?�`= i r 4•.
S&S Upgrade Services Total - Includes:
Project Management
Business Process.and Technical Analysis
Implementation, Configuration and Testing $ 62,560.00
Training and Documentation
Go-Uve (Remote or On-site)
Post Go-Live Support (Remote)
Services Discount $ (10,660.00)
.MO0 4.154pea i. {" .ic •
••
Travel&Expenses - 1 Person Trips 0 $2500 each
(Actual expenses billed as incurred) - OPTIONAL $ 2,500..00
City of Redlands Municipal Utilities Department • enQuesta 3e Upgrade, Reporting Poral &WebConnect Pricing &Payment Schedule
Page S of 8 Proprietary and Confidential to Systems&Software, Inc. 09/18/07
enQuesta Reporting Portal Detail Pricing
64404
Dell PowerEdge - 1 Dual core Xeon 3.2Ghz CPU
with 2-4GB Memory, 2 72GB Internal Drives and
Dual NICs, Microsoft Windows 2003 Standard R-2
32-bit License with 5 CALs. Note - assumption that RMUD to Provide RMUD to Provide
RMUD has this hardware in place currently and will
provide this hardware and the operating system -
These are recommended specifications
Shipping -To S&S and then from S&S to RMUD N/A I N/A
Hardware Certification (see page 6, section XV of 640 00 N/A
the Reporting Portal SOW)
Third P 'To _ 12,9 28.00 $ 1 695,00
ognos •eportnet
Administrator Runtime (1 License)
Business Author (0 License)
Professional Author (1 Licenses) $ 6,780.00 $ 1,695.00
Consumers (2 Licenses)
'Note - licenses are for accessing enQuesta data stares
Cognos Education (see Cognos Training under
enQuesta Reporting Portal Implementation Scope) $ 6,148.00 $
i- $9, ',:-ate.7i 1' ;47 - . : . 0004 0, ,604
enQuesta Reporting Portal - enQuesta Reporting
Portal framework and proprietary packages for CIS. $ 4,800.00 $ 960.00
Licensed for 4 End-Users
Professional Services to include:
Project Management
Implementation, Configuration & Testing
5 28 800.00
Reporting Portal Workshop
Post Workshop Report Conversion
Ga-Live & Post Go-Live Support
Travel & Expenses - Billed as incurred estimated at $ 2;500,00
1 person trip @ $2,500 each
City of Redlands Municipal Utilities Department-enQuesta 3e Upgrade, Reporting Portal &WebConnect Pricing&Payment Schedule
Page 6 of 8 Proprietary and Confidential to Systems&Software, Inc. 09/18/07
PAYMENT SCHEDULE
Payment Schedule
� .
Deliverable �_' -- � ~r` t Date
Contract Signing ¢65,345.80 October07
Delivery of enQuesta 3e Upgrade Project Plan $21,445.30 Oc±ober-07
Ordering enQuestao[ 3e Upgrade related
$53,613.25 Novernber-07
hardware
Ordering of Reporting Portal related software $14,150.40 Novernber-07
Deilvery of WebConnect Project Plan $19,225.00 [>c±obar-07
Initial installation of RMUD enQuesta 3e training
$42,890.80 Decernber-07
environment
Initial installation of Reporting Portal Software $15,508.00 December-07
Initial installation of WebConnect Software $19,225.00 December-07
enQuesta 3e Go-Live $42,890.60 February-08
Reporting Portal Go-Live ¢7,075.20 February-00
enQuesta 3e Go-Live + 30 Days $10,722.65 March-08
Reporting Portal Go-Live + 30 Days $2,350.40 March-08
WebConnect Go-Live $15,380.00 February-08
WebConnect Go-Live + 30 Days $7,890.00 March-08
` .
TOTAL (excluding $338~521.0��
Travel (estimated) $30,000.00 Monthly
TOTAL
, $368,521.00
NOTES:
- Annual Maintenance for enQuesta remains in effect as per 2007 S&S Support Agreement
- Invoicing will occur upon completion of events described above
- Travel expenses will be billed as incurred on a monthly basis
- All amounts are due within 30 days from the date deliverable is completed with first
payment due upon contract signing
- Additional services outside the scope of this project will be billed monthly on a time &
materials basis at the current rate charged by S&S
- Quotation is valid for 30 days
City of Redlands Municipal Utilities Department- enQuesta 3e Upgrade, Reporting Portal&WebConnect Pricing&Payment Schedule
Page 7u/a Proprietary and Confidential to Systems&Software, Inc. 09/18y07
MAINTENANCE
Maintenance - enQuesta 2.0 to enQuesta 3e Transition
Through this agreement, the City of Redlands Municipal Utilities Department (RMUD) and
Systems & Software, Inc. (S&S) continue their existing Customer - Vendor relationship. As an
existing customer that has consistently participated in the S&S Support Program, RMUD is
entitled to receive, at no additional software license cost, the enQuesta 3e levels of the
enQuesta 2.0 software modules for which RMUD is currently licensed. RMUD and S&S agree
that the existing terms and conditions of the S&S Support Program as described in the 2007
S&S Support Program Guidelines, which currently covers existing enQuesta 2,0 software,
support and certain 3rd party software, will remain in force through this project. RMUD and S&S
agree that the base, annual enQuesta 2.0 software module license and support fees will transfer
directly to the corresponding enQuesta 3e software modules upon go-live of the enQuesta 3e
software. Additional modules licensed by RMUD are subject to additional license and
maintenance fees.
Maintenance - 3rd Party
All 3rd party software and hardware maintenance and support is effective and due upon initial
order and delivery from the associated vendor.
Maintenance - Newly implemented enQuesta Software
Maintenance to commence upon project go-live in production environment. For any Go-Live
occurring after January 1st, this will be deemed a 'partial'year and the amount will be prorated
on the calendar months remaining in that year. For subsequent years, the full amount of this
"new" maintenance will be due by January 1st of the beginning of the calendar year period.
City of Redlands Municipal Utilities Department-enQuesta 3e Upgrade, Reporting Portal &WebConnect Pricing &Payment Schedule
Page 8 of 8 Proprietary and Confidential to Systems&Software, Inc. 09/18/07
city
Ow
a
Mur icipai Utiiities Department
City of Redlands
Municipal Utilities Department
Redlands, CA
enQuestaTe
I...)
efficiency enabling technology enterprise solutions
enQuestaTM 3e Upgrade
Statement of Work
August 17, 2007
W
Systems
&Software
City of Redlands Municipal Utilities Department-enQuesta 3e Statement of Work Page 1 of 29 8/17/2007
Proprietary and Confidential to Systems &Software, Inc.
immommiemmemmummmis
Document Control
Distribution
Copy. Name Location
No.
1 City of Redlands - Municipal Utilities Dept.
2 S&S Internal
3
4
5
6
7
City of Redlands Municipal Utilities Department -enQuesta 3e Statement of Work Page 2 of 29 8/17/2007
Proprietary and Confidential to Systems&Software, Inc.
miumminammemommi
Table of Contents
INTRODUCTION 4
Background 4
Objectives 4
PROPOSED HIGH LEVEL SCOPE AND RESPONSIBILITIES 5
Proposed High Level Scope 5
Project Responsibilities 5
Description— High Level Project Activities 8
New Features and Enhancements 12
Web Services 19
PROPOSED HIGH LEVEL SCHEDULE 20
Proposed High Level Activities and Timeframe 20
ASSUMPTIONS 21
Scope 21
Out of Scope 21
Server Hardware 22
Additional Hardware 22
PROJECT COMMUNICATION 23
Project Communication Plan 23
Project Communication Matrix 23
Change Control Process 23
Issue Escalation Process 23
APPENDIX-ATTACHMENT A—PROJECT COMMUNICATION MATRIX 25
APPENDIX-ATTACHMENT B— INTERFACE LIST 26
APPENDIX-ATTACHMENT C—SAMPLE SIMULATION PLAN 27
Objectives 27
Conversion 27
Daily Operations Simulation 28
Test Additional Processes 28
City of Redlands Municipal Utilities Department-enQuesta 3e Statement of Work Page 3 of 29 8/17/2007
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INTRODUCTION
Background
City of Redlands' Municipal Utilities Department (RMLID) and Systems & Software, Inc. (S&S) have
agreed to engage in the implementation of an upgrade to RMUD's existing Customer Information
System (CIS). Under this arrangement, RMUD will upgrade from their currently installed release of
S&S' enQuestaTM 2.0 to S&S' most current software release of enQuesta 3e.
Objectives
• Establish RMUD on the standard, most current version of enQuesta 3e.
• Enable RMUD to take advantage of enQuesta 3e's Enabling Technology via Service Oriented
Architecture (SOA) and the utilization of Web Services to achieve interoperability among
multiple systems and platforms.
• Strive to reduce project risk by leveraging S&S resources' existing knowledge of RMUD's
environment to minimize the overall RMUD resource time commitment typically required to
successfully implement a CIS.
• Strive to establish project team continuity by maintaining a consistent core group of RMUD
and S&S members.
• Utilize S&S' implementation methodology to meet project expectations by clearly defining
roles and responsibilities and enabling open, consistent project communication.
• Upgrade RMUD to the latest releases of Oracle's lOg database platform.
City of Redlands Municipal Utilities Department- enQuesta 3e Statement of Work Page 4 of 29 8/17/2007
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PROPOSED HIGH LEVEL SCOPE AND RESPONSIBILITIES
Proposed High Level Scope
It is anticipated that RMUD will port forward all existing enQuesta 2.0 functionality to enQuesta 3e.
This includes the CIS (Billing) as well as the entire Skeletal GL module. enQuesta system
interfaces, that are currently licensed will be ported forward and maintained in their"as is" state
and be tested to ensure proper functionality within the enQuesta 3e environment. Licensing,
hardware, and service considerations for the enQuesta Reporting Portal and enQuesta 3e
WebConnect are provided in separate Statements of Work that have been provided to RMUD and
are not included in this Statement of Work.
Project Responsibilities
For a project of this nature and in order to ensure a successful enQuesta 3e upgrade, it is
necessary for the Customer (RMUD) and Vendor (S&S) to work together as a team. To achieve
this goal and set the proper expectations regarding roles and responsibilities, RMUD and S&S will
each maintain a set of general project duties. These general responsibilities include:
A. RMUD - General Responsibilities
I. Assistance with overall project oversight and management to include ensuring
availability of RMUD Functional Subject Matter Experts for input to and participation
during: requirements, specifications, test plans creation and test plan execution
activities.
II. Provide a dedicated RMUD Project Manager to serve as the primary RMUD point-of-
contact for this project and represent RMUD on the necessary project planning and
implementation tasks and responsibilities.
III. Provide S&S with written process documentation and requirements for those business
procedures that have been modified since the original enQuesta 2.0 Go-Live in
February 2004. Note that changes in process not supported by enQuesta may result
in changes in project scope.
IV. Ensure that the enQuesta 2.0 data environment is clean prior to the data conversion
to enQuesta 3e. RMUD's data cleansing activities must be completed by the beginning
of the first conversion test. Extraneous information should be cleansed from the
system by completing outstanding or'in flight' business processes. Examples include,
but are not limited to: name and/or mailing address changes, the closing out of open
work orders, clearing all interface queues.
V. Participate in data conversion data validation thru the use of enQuesta 2.0 to
enQuesta 3e"comparisons"and reviewing reports.
VI. Sign off on project related documents and deliverables including: requirements;
specifications; test plans developed and executed covering business critical functional
areas, including interfaces.
VII. RMUD maintains primary responsibility for testing enQuesta 3e functionality once
deployed to the Train/Test environment. This includes testing of maintenance
releases during and after the upgrade.
VIII. Primary responsibility to create and execute a set of Test Cases that will ensure the
system is tested thoroughly by RMUD prior to go-live.
IX. Ensure that Key personnel and users successfully complete end-user and project team
training offered remotely and/or onsite. RMUD bears the responsibility for any and all
travel and living related expenses for RMUD personnel.
City of Redlands Municipal Utilities Department - enQuesta 3e Statement of Work Page 5 of 29 8/17/2007
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X. Responsible for leading the Simulation activities, as further described in this
Statement of Work.
XI. Provide proper seating space and meeting room space for those times when S&S will
have an on-site project team. At a minimum, this should have comfortable desk
space for up to 6 people in one room to include accommodating the S&S' employees
laptop.
XII. Provide proper meeting room space to serve as a Project Conference room, as
necessary. Meetings will typically range from 4 to 8 people.
XIII. Provide proper and adequate hardware and software environments that will enable
current production and Test/Train environments to be run successfully, per S&S
recommendations.
XIV. Provide proper and adequate hardware (server and disk) and software environments
that will enable S&S to execute final enQuesta 2.0 to enQuesta 3e data conversions,
per S&S recommendations.
XV. PostScript Printer requirement: enQuesta generated Work Orders, Letters and
Documents will continue to be printed on PostScript-enabled printers. RMUD will
provide a Hewlett-Packard or IBM printer(s) with PostScript Level 2 capability to
support enQuesta service order printing. In the event RMUD provides printers made
by other manufacturers, S&S will provide support for enQuesta printing related issues
on a "best effort" basis only.
XVI. Production enQuesta reports may be printed to non-PostScript printers. If RMUD is
currently using WordPerfect-based templates, RMUD will be required to migrate their
existing WordPerfect-based templates to Microsoft Word. S&S will provide two hours
of training on the Microsoft Word template creation and aid in the conversion of up to
5 document templates. Over and above the 5 document templates which S&S
provides assistance in migrating, RMUD will bear the responsibility.
Note: This does not impact enQuesta canned reports or Cognos reports.
Pin-feed or dot-matrix printers are not supported within enQuesta. Laser printers with
network connectivity are required.
XVII. Cash Receipts printers must be capable of being accessed via a Network IP address.
Serially attached Cash Receipt printers are not supported.
XVIII. Adherence to all 3rd Party Software maintenance requirements, for both of RMUD's
servers (Training and Production) including:
a. Micro Focus upgrades - enQuesta 3e requires Micro Focus "Server Express"
4.0 SP2.
b. IBM AIX upgrades - enQuesta 3e requires AIX operating system level 5.3
(or greater). Both RMUD's Training Environment and Production
Environment, if on separate servers, will require this operating system. The
hardware recommended as part of this proposal will bring RMUD to the
necessary level.
c. Cognos levels - enQuesta 3e requires Cognos ReportNetv0.
d. Oracle 1Og Release 2 Enterprise Edition.
e. enQuesta Oracle Communications software and Thin-Client software.
f. enQuesta certified version of Apache Tomcat.
g. Microsoft Word - enQuesta Work Order, Letter and Document Templates
will continue to require Microsoft Word.
h. enQuesta certified version of Java JDK vl.4.
City of Redlands Municipal Utilities Department-enQuesta 3e Statement of Work Page 6 of 29 8/17/2007
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XIX. RMUD may purchase the recommended hardware from a vendor other than S&S;
however, S&S must certify the hardware to ensure it aligns with the recommended
specifications. S&S will not be responsible for performance on any uncertified
hardware.
XX. Adherence to enQuesta Client PC Hardware & Software requirements, including:
a. Client PC's, which will be running enQuesta, should have an operating
system of Windows 2000, Windows XP or Windows Vista.
b. Client PC's, which will be running enQuesta, should be of at least a Pentium
III 1.2Ghz CPU class with 512MB of memory and have available 50MB of
disk space.
c. Client PC's, which will be running enQuesta, should have Internet Explorer
6.0 SP1. Screen resolution should be at least 1024 x 768 and 'Small Fonts'
should be enabled.
d. Client PC's, which will be running enQuesta and need to take advantage of
enQuesta's ability to export Excel type information, will need to have
Microsoft Excel installed.
e. Network speed for Client PC's running enQuesta should be capable of a
minimum of 100 Mbps to the desktop and have a valid TCP/IP network
connection.
f. Ethernet network should not exceed more than 25% peak utilization in LAN
segments that will have enQuesta users. enQuesta performance may
degrade due to insufficient network infrastructure, including to remote
sites. Fiber, or equivalent, to remote sites is highly recommended.
XXI. Adherence to the Systems & Software Support Program Guidelines
B. General S&S Responsibilities
I. Overall Project Management and adherence with the Project Communication Plan, as
well as providing and updating the Project Plan and monthly Status Reports to ensure
the successful on-time delivery and implementation of enQuesta.
II. Delivery of enQuesta 3e end-user and project team training for RMUD core-team and
key personnel. S&S will provide onsite training at RMUD as described in this
Statement of Work. All other training is expected to be delivered remotely.
III. S&S maintains primary responsibility for testing enQuesta 3e prior to deployment to
the RMUD Train/Test environment where RMUD, as described under General RMUD
Responsibilities, assumes testing responsibility.
IV. Project Management, Data Conversion, Implementation, Documentation, Go- Live and
Support Services to be provided remotely, during normal business hours, unless
otherwise specified in this statement of work. Specific details of each activity are
more thoroughly described below under"Description - High Level Project Activities".
V. All RDMBS configuration, administration and future maintenance will be the sole
responsibility of S&S. RMUD will only be responsible for the starting and stopping of
the enQuesta application, and facilitating the provided enQuesta backup processes. In
order to provide this level of support it is required that S&S be given full and
unfettered OS level and RDMBS level administrative access.
VI. Adherence to the Systems & Software Support Program Guidelines
City of Redlands Municipal Utilities Department- enQuesta 3e Statement of Work Page 7 of 29 8/17/2007
Proprietary and Confidential to Systems&Software, Inc.
Description - High Level Project Activities
The following describes the high level project activities, services and scope of the RMUD enQuesta
3e upgrade.
A. Project Management - S&S' project management methodology incorporates a structured
project implementation process that defines the required steps to successfully and
efficiently implement enQuesta 3e. S&S' project management methodology, ensures that a
standard progression of research, information exchange, and actions for the joint RMUD and
S&S team is executed over the course of the project. Together, RMUD's and S&S'"Core
Group" represent the project implementation team. S&S' Project Manager and RMUD's
Project Manager will work together closely to ensure that project dates and activities are
reasonable, that the necessary resources from each side are scheduled and that internal
communication, within the respective organizations, is clear.
For S&S tasks, the S&S Project Manager is responsible for the overall execution of the
formal project plan and for adhering to the communication plan. The communication plan
details the frequency of joint Core Team meetings and status reports as well as specifies
the Change Management and Issue Resolution processes. The project plan and
communication plan serve as the roadmaps which outline the required steps to successfully
and efficiently implement enQuesta 3e and communicate effectively throughout the project.
For RMUD's upgrade, S&S anticipates a project duration of 5 months (beginning at Project
Kickoff) with a Project Manager allocated at 20% effort for the duration of the project.
B. Data Conversion - The data conversion process consists of a set of activities grouped into
three primary segments:
a. Data Conversion Assessment - Inventory &Analysis
b. Data Conversion Mapping Design, Conversion Planning and Unit Testing
c. Data Conversion System Testing, Production Execution and Validation
Data Conversion Process Overview
17,
Design mTesting
Execution
7.2
�..i^.;tau=��Po,
The Assessment segment entails identifying new and modified tables and data attributes
between RMUD's enQuesta 2.0 and enQuesta 3e. Data mapping and verification, as well as
the preparation and testing of conversion routines are accomplished during the Design and
Conversion Planning segment. During the Testing and Execution phase, data is moved from
enQuesta 2.0 to the enQuesta 3e Training environment. The conversion process is
executed in two parts: "Pre {Su-Live^ and ~Go-Live". "Pre Go-Live" activities provide for an
environment that enables Testing, including Parallel Billing, and Training. "Go-Live"
City of Redlands Municipal Utilities Department-enQuesta 3e Statement of Work Page 8 of 29 8/17y2007
Proprietary and Confidential to Systems &Software, Inc.
activities involve drawing the enQuesta 2.0 production environment down and performing
the final data conversions required to port that information over to enQuesta 3e.
S&S will migrate existing enQuesta 2.0 RMUD data to enQuesta 3e in an 'as is' state. No
plan or effort has been scoped or included for special RMUD requests to parse, transform or
provide RMUD specific data conversion services. S&S has planned to convert all existing
history currently on RMUD's production enQuesta system. Where appropriate, S&S will
make use of Partitioned Tablespaces in order to balance RMUD's desire to have access to all
historical data in as timely as fashion as possible.
S&S plans to convert all years of data and history, with no archiving or purging. S&S has
included three "Pre Go-Live Conversions". The "Pre Go-Live" Conversions include the initial
conversion to load to enQuestaTM 3e Test/Train, one refresh to enQuesta 3e Test/Train and
one to support Simulation. One "Go-Live" conversion is included.
C. Implementation &Testing - The Implementation and Testing activities involve analyzing,
implementing and verifying the appropriate enQuesta 3e system configuration in a
Train/Test environment preceding the deployment to Production. The activities encompass
the existing RMUD business processes and those new or modified enQuesta business
procedures, agreed to in advance and as defined in this SOW, from RMUD's enQuesta 2.0
implementation. Additionally, the activities include migrating forward, in their current
enQuesta 2.0 state, RMUD's existing interfaces. Refer to Attachment B - Interface List.
During this phase, enQuesta 3e will be installed into a Train/Test environment on the new
RMUD server. This environment will serve as the environment in which Application Testing,
Data Conversion Testing and end-user Training are to be conducted. RMUD maintains
primary responsibility for testing enQuesta functionality once deployed to the Train/Test
environment. Test plans are to be fully executed before Simulation.
Implementation and testing includes 2 people on-site for one week of Business Process
Review effort.
D. Training & Documentation - A successful upgrade or implementation cannot be achieved
without RMUD's experienced enQuesta 2.0 users being trained on the capabilities of
enQuesta 3e. Systems & Software has planned for a budgeted two (2) weeks total Training
and Documentation effort for RMUD's enQuesta 3e upgrade. This effort includes training
plan development and course scheduling, documentation delivery, project team training,
and end user training activities. The planning and development activities will take place
remotely.
All Training and Documentation will focus on the new features of enQuesta 3e. Participants
in project team and end user training programs shall be existing enQuesta users, and shall
not require process related instruction.
Training Plan and Scheduling: The S&S team will work with RMUD to develop the Training
Plan. The purpose of the Training Plan is to detail the manner that educational services will
be delivered by S&S to RMUD, including a summary of the training, approach, tasks,
schedule, and deliverables. S&S will use multiple methods to aid users transition from
enQuesta 2.0 to enQuesta 3e including instructor delivered training, hands-on exercises and
distance learning technology (WebEx).
Documentation: S&S will deliver, in electronic PDF form, the standard enQuesta 3e product
documentation and training materials.
• Standard User Guides - User guides are comprehensive, task oriented reference
manuals that explain the enQuesta modules, processes, tasks, and functions. They
provide an overview of what users can do with the application, identify the
recommended best practices in enQuesta, describe and explain the various tasks
City of Redlands Municipal Utilities Department-enQuesta 3e Statement of Work Page 9 of 29 8/17/2007
Proprietary and Confidential to Systems&Software, Inc.
that utility personnel can perform in the application, and provide detailed
instructions for performing these tasks.
• Standard Training Materials - The training materials include scenario-based
instructions and hands-on lab exercises to reinforce the learning of all instructional
objectives. These materials are used in a classroom environment to provide users
hands-on experience, executing new business processes so they become optimally
trained users of enQuesta.
• Standard Process Assistance Guides - Systems & Software's on-line library of
Standard Process Assistance Guides provide instructions for the best practice
execution of each standard process in enQuesta. This library of on-line
documentation is a form of"quick reference"for users who have already learned
about a task and need some assistance while performing the task. PDF versions of
the process guides will also be provided.
• Standard System Level Documentation - instruction, conceptual descriptions of the
system and reference information for managing the physical aspect of enQuesta.
Includes instruction for enQuesta Configuration, role based user and user group
management, security management, backup and recovery and daily processes.
Project Team Training: The purpose of this training is to prepare RMUD's Project Team for
implementation activities including testing and end user training support. S&S' proposed
project team training program includes one (1) session for each of the following courses,
with a maximum of 10 participants in each class. The training program will be delivered
onsite and shall not exceed three (3) days. Curriculum will focus on the new features
included in RMUD's upgrade, and will not include process specific instruction.
• Inquiry & Navigation
• Work Orders
• Billing
• Credit & Collections
• Meters
• Cash
• Security
• Administration Portal
• Test Case Overview
End User Training: S&S' proposed end user training program includes one (1) session for
each of the following courses, with the exception of Inquiry & Navigation and Workflow,
which will each have two (2) sessions. Curriculum will focus on the new features included
in RMUD's upgrade, and will not include process specific instruction. During end user
training, S&S requires no more than 10 users per class. End user training will be conducted
at RMUD's facility.
• Inquiry & Navigation
• Work Orders
• Billing
• Credit & Collections
• Meters
• Cash
• Security
• Administration Portal
At their option, RMUD may choose to contract for RMUD personnel to participate in the S&S'
enQuesta Certified Train-the-Trainer programs. The enQuesta Certified training programs
are not currently included within the scope of this project.
City of Redlands Municipal Utilities Department - enQuesta 3e Statement of Work Page 10 of 29 8/17/2007
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E. Simulation - An additional level of testing will be introduced for the enQuesta 3e
implementation. The objective is to further reduce project risk and ensure that the actual
Go-Live weekend is as seamless and problem free as possible. In order to achieve this,
RMUD will initiate a Simulation to take place prior to the Go-Live weekend. The Simulation
will simulate the actual Go-Live by providing a `dry-run' of the Go-Live activities. RMUD will
bear the majority of responsibility for the Simulation and will lead, project manage and
execute on the majority of testing related activities. The customer is responsible for testing
all of their key processes during simulation. S&S will participate by aiding in the Project
Management and responding to and resolving issues. S&S will support the Simulation
activity remotely from Vermont. Please see Attachment C - Sample Simulation for a typical
Simulation plan.
F. Go-Live and Go-Live Support - S&S strives to make the actual cutover, or Go-Live, to be as
much of a "non-event" as possible. Strong project planning and execution should lead to
the cutover being as smooth, productive and as least disruptive as possible. S&S will
execute the cutover plan, which will include the final drawing down of the enQuesta 2.0
environment, enQuesta 3e final data conversion and the "turning on" of the configured
enQuesta 3e environment. S&S staff will be on-site over the Go-Live weekend, as well as
during the initial business days after cutover, to aid in any issue resolution and to offer
mentoring and assistance. At least one S&S team member will remain onsite at RMUD for
the duration of the Go-Live week.
Upon completion of the cutover, when the customer is live on enQuesta 3e, S&S will
provide production-critical, support services from S&S' facility in Vermont. The objective is
to achieve Systems Acceptance (described below). Outstanding issues and remaining
project deliverables are documented and prioritized. Periodic status reviews, via phone or
video conference, are held between the RMUD and S&S project teams to address
outstanding project items.
G. System Acceptance - System Acceptance shall refer to the date on which a module or group
of interrelated modules of the software licensed herein is operating in a production
environment without Level 1 issues as defined below. If Customer fails to notify S&S of
such Level 1 issue within 30 days of Go Live of the module or group of interrelated
modules, System Acceptance shall be deemed to have occurred.
o Level 1 (Show Stopper): This is a severe problem that prohibits critical
processing from continuing and there is no reasonable work around. As an
example, bills will not print.
o Level 2 (High): There is a serious problem with the system but there is a work
around available that can be used on a temporary basis. As an example, work
order closing has an error but a temporary work around has been defined
where a CSR will manually look at each record after the closing.
o Level 3 (Medium): There is a problem with the system but a viable long-term
work around exists and no significant productivity impact to the customer
exists.
o Level 4 (Low): There is a cosmetic problem that does not impact operations in
any way. As an example, there is a misspelling on a report or form.
City of Redlands Municipal Utilities Department-enQuesta 3e Statement of Work Page 11 of 29 8/17/2007
Proprietary and Confidential to Systems &Software, Inc.
New Features and Enhancements
The following list of product enhancements and configuration of new features will be included in
the scope of this Statement of Work for the RMUD enQuesta 3e upgrade:
A. Qutional New Features - The following optional new features will be configured as part of
RMUD's enQuesta 3e upgrade:
I. Zip Code Verification with Cities and States - Mailing, premise, and third-party
addresses on new customer accounts can be verified and standardized by comparing
entries with the United States Postal Service's standard Zip code file in enQuesta.
Note: Assumes the use of S&S' standard program. Additional fees from outside
vendor for subscription services may apply.
ii. Validation of Rate, Class & Tax Type - enQuesta will create a validation file by rate and
class, that ensures the correct class, rate, tax code, tax type, and other related fields
are associated with an account or billing item.
iii. Smart URLs - URL (SmartLink) interfaces on the Inquiry Portal allow System
Administrators to interface into multiple systems. enQuesta displays access images
on the Inquiry Portal using the premise number, account number, work order number,
or CIS number, thus ensuring that the link to the image is unique. enQuesta can link
to an external Web site that a utility maintains. To connect, a utility operator must
enter their user ID and password then enter the customer name and Social Security
Number.
iv. PDF Bill Image - RMUD will have the ability to print and view a .pdf of an exact replica
of the printed bill RMUD's customer receives. This replica can be viewed for any bill
date that has enQuesta billing data. Since the image is a .pdf file, it can be saved,
printed, or emailed.
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City of Redlands Municipal Utilities Department -enQuesta 3e Statement of Work Page 12 of 29 8/17/2007
Proprietary and Confidential to Systems & Software, Inc.
v. Managing Meters & ERTs - enQuesta work orders can better manage the connection
(marriage) between meters and ERTs. An ERT Exchange work order validates the ERT
and stores the correct information in the Device Maintenance file. The ERT must be
married to a meter, A Meter Exchange work order, a Meter Install work order, and a
Meter Remove work order process meters married to ERTs as well as ERTs and meters
that are not married. The work order intelligently enters ERT and meter numbers,
issuing an error when it encounters conflicting information. It also ensures the Device
Maintenance file contains the correct information. Each work order must be used to
perform the specific task for which it was designed. A new file maintenance program
allows easy marriage and disconnection of meters and ERTs, as well as inventory
tracking.
vi. Automatic Creation of Meter Inventory - When vendors send new and refurbished
meters, they include a file detailing information about the shipment. These meters
have ERTs attached. This file can be uploaded to enQuesta to update device inventory
records with the information in the file, enQuesta creates both meter and ERT records
in its inventory.
vii, Billing Job Scheduler - The enQuesta Job Scheduler will allow RMUD to automate the
billing run sheet and schedule it for a certain date and time based on certain utility
defined parameters.
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viii. Auto Calculation of Deposits - enQuesta can be configured to calculate deposit
amounts automatically so that users creating deposit work orders do not have to do
calculations. enQuesta allows the creation of multiple Deposit Criteria based on
combinations of Tax Districts and Property classes, The calculations include options
for: the number of months to look back at consumption, minimum number of months
to use, the divisor to figure the average, excluding high and low months, and whether
to include other applications. A default deposit amount may also be specified in case
there is not enough consumption history to calculate the deposit amount.
City of Redlands Municipal Utilities Department - enQuesta 3e Statement of Work Page 13 of 29 8/17/2007
Proprietary and Confidential to Systems&Software, Inc.
ix. Direction of Street Orientation - At the time of the enQuesta 3e upgrade data
conversion process, RMUD will have the option to have S&S parse out the street prefix
and suffix into separate fields from the rest of the street address or maintain their
current format with the prefix and suffix included in the Street Name field.
Following is an example of the different options RMUD will have and how it will affect
searching in the Street File.
Option #1: Maintain the Direction fields (prefix and suffix) included as part of the
Street Name field
Example of Option #1: In order to get "E MAIN ST" on a system similar RMUD's
current system, you have to type in "E MAIN" in the search field.
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Example of Option #1: continued : The search will return the following results,
starting at "E MAIN ST" alphabetically.
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C1ty of Redlands Municipal Utilities Department - enQuesta 3e Statement of Work Page 14 of 29 8/17)2007
Proprietary and Confidential to Systems&Software, Inc,
...and when searching on just"MAIN",
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Example of Option #1: continued
ail streets after "MAIN" alphabetically are displayed. "E MAIN ST" is NOT shown.
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City of Redlands Municipal Utilities Department -enQuesta 3e Statement of Work Page 15 of 29 8/17/2007
Proprietary and Confidential to Systems &Software, Inc.
Option #2: The alternative is to parse out the Direction (prefix or suffix) from the
rest of the Street Name.
Example of Option # 2: When trying to search for "E Main Street"with the Direction
field separated from the Street Name field, you would search for"MAIN".
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all streets with "MAIN" in them are displayed and you can choose the one that you
want,
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City of Redlands Municipal Utilities Department - enQuesta 3e Statement of Work Page 16 of 29 8/17/2007
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8, New Interfaces - The following new interfaces will be implemented as part of RMUD's
enQuesta 3e upgrade:
i. CASS Certification Interface - As part of the enQuesta 3e upgrade, S&S will implement
S&S'standard CASS Batch Processing interface, With this option, the processing is
done on an as-needed basis by RMUD. This is a separate and independent process
done outside of any mailings. RMUD chooses either a vendor or purchases software to
process ALL the mailing addresses being used in enQuesta. If software is used, it is
the responsibility of RMUD to select, implement and operate the CASS software of
their choice; once the overall process is implemented, S&S cannot offer any support
for the 3rd-party software.
Business Process/Flow
Two custom programs are written, one for the export of enQuesta addresses and one
for the import of Certified addresses.
enQuesta program CASS Vendor or
extracts ail active software processes
mailing addresses to enQuesta addresses
export file
y
enQuesta program CASS Vendor or
creates updated software creates
mailing addresses Corrected Address file
The CASS vendor or software provides a certificate of the accuracy of the mailing
addresses which is then sent with each subsequent mailing to the Post Office,
S&S Standard Batch CASS Interface Fife Formats
The same format is used for both outbound and inbound files:
COMPANY NUMBER
CUSTOMER NUMBER
ADDRESS SEQUENCE IME2
11' ;., . "a '_ •- *.
_
In the outbound file, the first seven fields are populated and the last six are empty. The
certified address is to be placed in the first four fields (Street Address, City, State, Zip
City of Redlands Municipal Utilities Department - enQuesta 3e Statement of Work Page 17 of 29 8/17/2007
Proprietary and Confidential to Systems &Software, Inc.
code), replacing the originally sent address. The next three fields (Company Number,
Customer Number, and Address Sequence) must be returned, unaltered, on each
record. Carrier Route and LOT (Line of Travel) are optionally returned; they can be
retained by S&S but not used in our mail operations. Return Code is a mandatory field
(standard USPS return codes, i.e. 31/32 = matched, 21 = no match, etc.). On a
matched address, DPB and Check Digit (the +2 and +1, final digits of the zip code) are
mandatory fields. On all records, Footnotes are optional; they are used in the update
report but not retained by S&S. All matched addresses are updated in the database,
and all unmatched addresses are listed on a kick-out report with the return
code/explanation.
City of Redlands Municipal Utilities Department- enQuesta 3e Statement of Work Page 18 of 29 8/17/2087
Proprietary and Confidential to Systems &Software, Inc.
Web Services
To facilitate certain business needs of Redlands Municipal Utilities Department (RMUD, Systems &
Software, Inc. (S&S) hereby grants license to the Web Services Engine software ("Web Services").
This software is provided subject to the terms and conditions contained herein. This Web Services
Supplement (the "Supplement") shall be in effect as long as RMUD has a valid Annual Software
Maintenance & Support Contract with S&S and, consequently, a valid license to use the Application
Software.
RMUD may invoke the Web Services via an HTTP post. The Web Services invocation request is
formatted as a SOAP XML message, as is the response.
RMUD acknowledges that use of the S&S proprietary Web Services functionality is limited to RMUD
internal use only as defined in this Agreement. Use of the Web Services functionality by third
parties and interfacing of the Web Services functionality to third party software products is strictly
prohibited without the prior written consent of S&S. In the event that S&S grants written
permission for third parties to access this functionality, said third party shall be required to enter
into a separate Web Services Supplement with S&S. Granting of additional Supplements to third
parties shall beat8&S' sole discretion and additional fees may apply. It shall be the responsibility
of RMUD to ensure that all required written consents and additional Web Services Supplements are
obtained prior to access to the Web Services functionality by third parties.
RMUD acknowledges that throughout the term of this Supplement, S&S shall have the right to
audit the usage of the Web Services software to ensure that appropriate documentation has been
obtained by RMUD for all users of the Web Services software.
RMUD acknowledges that all work products created or derived through the use of the functionality
described herein is deemed Confidential Information and is for RMUD internal use only. RMUD shall
not resell or provide any work product created by or derived from the Web Services functionality to
any party without the prior written consent of S&S.
RMUD acknowledges that S&S will not guarantee or warrant backwards compatibility with existing
systems as RMUD upgrades the Application Software. Additional rework may be required to ensure
proper usage of the Web Services software as RMUD upgrades the Application Software.
RMUD acknowledges that S&S does not guarantee or warrant the security of the Web Service
software. RMUD is responsible for security of the network that Web Services resides on.
RMUD acknowledges that the decision to develop, market and license the Web Services
functionality is done at5&S' sole discretion. Additional fees may apply should S&S decide to make
available additional functionality as part of Web Services and should RMUD desire to license this
additional functionality.
City of Redlands Municipal Utilities Department - enQuesta 3e Statement of Work Page 19 of 29 8/17/2007
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PROPOSED HIGH LEVEL SCHEDULE
Proposed High Level Activities and Timeframe
To meet the project objectives, the following approach to implementation and delivery has been
recommended. This proposed timeline is a preliminary estimate and is subject to change as
detailed project planning occurs throughout the course of the project.
High Level Activity Timeframe
Contract Signing
Project Kickoff Month 1
Delivery of enQuesta 3e Upgrade Project Plan Month 1
Hardware Implementation / New IBM pSeries Server Install Month 1
enQuesta 3e Training Environment Populated with RMUD Data Month 2
Initiate Project Team Training Month 2
Simulation Testing (Proceed with Go-Live Activities) Month 3
Go-Live to Production of enQuesta 3e Month 4
Transition to Support Month 5
City of Redlands Municipal Utilities Department-enQuesta 3e Statement of Work Page 20 of 29 8/17/2007
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Scope
ASSUMPTIONS As previously stated, the scope of the enQuesta 2.0 to enQuesta 3e upgrade is expected to
migrate existing enQuesta 2.0 business process, functionality and interfaces to enQuesta 3e in an
"as is" state, unless otherwise specified in this Statement of Work (see Attachment B - List of
Interfaces). There are significant functional improvements made within enQuesta 3e, some of
which RMUD may wish to implement but these are as yet undefined and unknown. RMUD may
wish to have S&S analyze and ultimately implement some of these business process improvements
and this additional effort will be managed through the S&S Change Control Process or under
separate contract.
As a guideline and foundation, RMUD and S&S agree the scope to be:
• Port forward existing enQuesta 2.0 CIS functionality and interfaces (see Appendix B) to
enQuesta 3e in an "as is" state.
• Delivery and implementation of enQuesta 3e business process improvements as a
replacement for existing enQuesta 2.0 business processes that have not been retained.
(i.e., the manner in which a business process may operate in enQuesta 2.0 is handled in
enQuesta 3e in another way)
• Where existing enQuesta 2.0 business processes have been retained and may be completed
within enQuesta 3e, and an alternative business process improvement has been introduced
within enQuesta 3e as an option, the expectation is that RMUD will continue to utilize the
enQuesta 2.0 like process unless otherwise specified in the Statement of Work
Out of Scope
Currently, the following tasks, services and functionality are defined to be Out of Scope. S&S looks
forward to discussing whether and how these items may be included within the scope of the
enQuesta 3e upgrade.
• Services to configure any Optional features beyond those that are specified in this
Statement of Work.
• Any individual Web Services APIs (for example, Mobile, CRM, etc.)
• Any training of new or"inexperienced"enQuesta end users. It is expected that all RMUD
individuals that attend training will have prior enQuesta 2.0 experience.
• Any Certified User or Trainer programs. S&S has both Certified User training and
Certification Trainer programs available. In the future, RMUD may wish to add Certified
training.
• Any upgrades to current production hardware above what is described within this Statement
of Work. S&S anticipates that RMUD's current utilization of enQuesta 2.0 (number of users,
level of work, business procedures) will be similar under enQuesta 3e.
• enQuesta 3e WebConnect- The enQuesta 3e WebConnect module and implementation
services, providing real-time customer facing account access and bill presentment and
payment (including Credit Cards), has been provided in a separate Statement of Work.
City of Recilands Municipa' UtUites Department -enQuesta 3e Statement of Work Page 21 of 29 8/17/2007
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• enQuesta IVR - The enQuesta IVR module and implementation services, providing real-time
customer facing account access over the phone, is not included in this proposal
• enQuesta Reporting Portal - License and implementation services for S&S' advanced
reporting portal that offers role-based reports, delivered over the web, and is integrated
within enQuesta is included in a separate Statement of Work.
• enQuesta Mobile - a separate Statement of Work will be forthcoming.
• Any 3rd party integration analysis unless explicitly stated within this Statement of Work.
• Any creation of a Query Server or dedicated Reporting Environment other than production
enQuesta.
• Any Business Continuity or"Disaster Recovery" oriented services or solution.
• Delivery of any other newly licensed enQuesta 3e software modules beyond those specified
in this SOW.
• Any new or modified interfaces unless explicitly stated within this Statement of Work.
• Any changes to existing Bill Print formats.
• Any changes in existing business processes.
Server Hardware
RMUD currently owns an IBM 7025-6F0 pSeries 620 Dual CPU with 4GB of memory. This server is
over three years old and has had no upgrades since it was originally put into production. This
server has met RMUD's production needs quite well but will require replacement for the migration
to enQuesta 3e.
This proposal includes the recommended hardware solution of a pSeries server, from IBM, running
AIX 5.3. This server has been scoped to provide sufficient capacity to run RMUD's enQuesta
Production and Training environment. However, should RMUD wish to implement new enQuesta
software modules, including enQuesta 3e WebConnect or the enQuesta Reporting Portal, RMUD
and S&S will need to mutually review these additional requirements.
As stated previously, during the enQuesta 3e implementation, RMUD will be required to provide
both production enQuesta 2.0 environments (current) and enQuesta 3e Training / Testing
environments. With the acquisition of a new server, RMUD will maintain their current enQuesta
production on the existing IBM 7025-6F0 620 and all enQuesta 3e work will take place on the new
sarver. The new server will ultimately become the production server when RMUD goes live on
enQuesta 3e and draws down enQuesta 2.0.
Additional Hardware
As mentioned previously, the migration to enQuesta 3e will require that RMUD utilize PostScript
capable printers to print enQuesta Work Orders, Letters and other documents. enQuesta 3e does
not support pin feed or dot matrix printers. All laser printers and Cash Receipt printers must be
network accessible via a TCP/IP address.
City of Redlands Municipal Utilities Department-enQuesta 3e Statement of Work Page 22 of 29 8/17/2007
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PROJECT COMMUNICATION
Project Communication Plan
To properly set and manage expectations and to meet the project objectives, good
communications are essential. To that end, the following documents the project communications
and reporting structure and the methods that will be used to ensure timely dialogue between
RMUD and S&S.
Project Communication Matrix
The Project Communication Matrix summarizes the types, participants and frequency of
communication that will occur during the project. The Project Communication Matrix is a
component of the overall Project Communication Plan. The other components of the Project
Communication Plan include the Change Order process and Issue Escalation process. These
additional components will be described and resolved with the RMUD team during the project
kickoff.
Please see Attachment A - Project Communication Matrix.
Change Control Process
As the enQuesta 3e project moves forward, the need for RMUD and S&S to discuss possible
changes or modifications to the agreed upon scope of work will arise. To clearly communicate,
successfully set expectations and keep the project on track, RMUD and S&S agree to work together
to manage this Change Control process. Either the RMUD or S&S Project Manager may initiate
Change Control requests. For RMUD, the RMUD Project Manager will fill out the Change Request
Form and deliver it to the S&S Project Manager. The S&S Project Manager, as S&S' single point of
contact, will log the request and begin the process of analyzing and scoping the implementation
requirements, business impact, resource effort and potential impact to the project. The S&S
Project Manager will return the Change Request Form to the RMUD Project Manager detailing the
Dollar Cost impact (positive or negative) and Project Schedule impact (positive or negative). The
RMUD Project Manager will review the completed Change Request with the RMUD Team and inform
S&S of the decision to Accept or Reject the Change. In the event of Acceptance, the RMUD Project
Manager will sign the Change Request Form and return it to the S&S Project Manager.
Issue Escalation Process
As with all projects, issues may arise that cannot be clearly resolved between the RMUD and S&S
Project Managers. Additionally, certain issues require resolution determined at the highest
executive levels of decision-making. To provide for and manage these situations, the Issue
Escalation process will be instituted. For both RMUD and S&S, the individuals authorized to initiate
the escalation of an issue are each organizations' Project Managers.
Issues that require escalation in order to determine a resolution typically fall into one of two
categories:
1) Issues "owned' by one organization (RMUD or S&S) that may / must be
escalated through the chain of command and resolved internally within the
"owning" organization. Typical examples would be "business process" decisions
requiring Upper Management approval, such as the decision to "streamline"
how fees are calculated for New Services / Permits.
2) Issues jointly "owned" that must be escalated through each organization's
chain of command. Ultimately, a joint Steering Committee with executive
City of Redlands Municipal Utilities Department - enQuesta 3e Statement of Work Page 23 of 29 8/17/2007
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representation from both RMUD and S&S, will meet (frequency determined by
the Project Communications Plan) and work to mutually settle issues and
communicate the resolution back to the Project Team. Typical examples of
these types of issues include those where "mutual", consensus agreement
must be reached. For example, post-contract signing project scope additions
that will have resource requirement needs and possibly impact Milestone
dates of the overall project.
City of Redlands Municipal Utilities Department-enQuesta 3e Statement of Work Page 24 of 29 8/17/2007
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APPENDIX - ATTACHMENT A — PROJECT COMMUNICATION MATRIX
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City of Redlands Municipal Utilities Department-enQuesta 3e Statement of Work Page 25 of 29 8/17/2007
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APPENDIX -ATTACHMENT B - INTERFACE LIST
S&S will address the following Interfaces as described below:
Interface Scope
ACH - Bank Drafting Port forward RMUD's current enQuesta ACH interface to enQuesta
3e for Speedpay, Paymode, and ACH through bank
Bill Production Port forward current enQuesta Bill Print to enQuesta 3e
OCR/Bar Code Port forward current enQuesta OCR/Bar Code interface to enQuesta
3e
Misc AIR Port forward current enQuesta Misc A/R interface to enQuesta 3e
GIS Port forward current enQuesta GIS interface to enQuesta 3e
GL Port forward current enQuesta GL interface to enQuesta 3e
AMR/HH Meter Port forward current enQuesta AMR and Handheld functionality, as-
Reading is, to enQuesta 3e
CASS Interface S&S Standard Batch Process CASS Interface will be newly
implemented with enQuesta 3e
City of Redlands Municipal Utilities Department- enQuesta 3e Statement of Work Page 26 of 29 8/17/2007
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APPENDIX -ATTACHMENT C — SAMPLE SIMULATION PLAN
Sample Simulation Plan
Objectives
Simulation is one of most critical activities of an implementation. It is a dress rehearsal for go live.
The enQuesta system will be used as if it were a fully operational production system to replicate most
normal work activities for purposes of evaluating and verifying that all software, hardware,
conversions and operational processes will support your business needs when the system moves into
production. This testing period will also be used to validate that trained end-users have achieved the
ability to perform work in your new enQuesta environment.
There are the objectives to the simulation event:
• Test Data Conversions
• Test Daily Processes
• Test Additional Processes (weekly, monthly, annual)
• Test interfaces & integrations
• Test reports
Conversion
The first objective of the Simulation is to validate and time the data conversion. To accomplish this
we will duplicate the actual conversion conditions and time frame as closely as possible.
1. RMUD will provide S&S the origin data files by 8am on the scheduled start day.
2. RMUD will receive the converted data within four days of the scheduled start day.
3. RMUD will load the converted data, conduct basic system testing and conversion balancing.
This will be accomplished by comparing and balancing reports from both your legacy system
and enQuestaTM 3e and determining the reason for any differences. The following data will be
validated for this process:
Total AIR
A/R Aging Totals
Total Deposit Dollar Amount (Active)
Total Deposit Dollar Amount (Pending)
Total Budget balances (if applicable)
Total # of active accounts converted
Total # of vacant accounts converted
Total # of inactive accounts converted
Total # of pending accounts converted
Total # of premises converted
Total # of meters converted
4. RMUD will enter additional data not converted, conduct functional testing and be ready to use
the system. This may include but is not limited to the following data:
Compound meters, new premises, future work orders or service orders, installments, promise
to pays.
Set up meter inventory
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Daily Operations Simulation
The second objective it to conduct a complete integrated systems test of all daily processes and
functions for a period of actual work from your legacy system in the enQuestaTM 3e system.
For this test RMUD will select a period of two to three days and collect all significant work performed in
your legacy system during this time frame, including information from the routes and cycles
processed. The results obtained from these tests will be matched to those obtained from enQuestaTM
3e during the same period to validate proper system function and business processes required for
daily operation. Those processes tested include but are not limited to:
Meter Reading Upload/Download Process - Uploading/downloading/exception processing to and
from your legacy system to enQuestatM 3e.
A billing run - calculate, print bill reports & update billing. Output will be sent to the print
vendor as a separate test and output should match.
Cash Payment Entry - Includes manual, scanned, ACH, and mass posting.
Cash Update - ensure that the daily cash entries balance in both systems.
Adjustment/Misc. Charge/Other Money Entry -charges other than billing and cash payments,
such as adjustments, miscellaneous charges, deposits etc.
Daily Update - End of day processes.
Service/Work Order Entry - Enter service/work orders in enQuestaTM 3e (to include new sites).
Delinquent Notice Process - Run through process of how to select accounts eligible for a
delinquent notice and print delinquent notices. Output will be sent to the print vendor as
a separate test and output should match.
Shut Off Process - Run through process of how to select accounts eligible for shut offs, issue
service orders for shut offs and print shut off notices. Print door hanger labels.
Credit Refund Process - Run through process of how to select accounts eligible for credit
refunds and code them as such.
Work Order Printing & Update Process - Run through process of how to batch print both service
documents and customer correspondence letters. Address process of updating Completed
work orders in the system.
Cash neceiotprinters/dhawxers - receipts will print and cash drawer will automatically open as
required.
Test Additional Processes
The third objective to simulation is to conduct a complete integrated systems test of weekly, monthly
and annual processes and functions. Results obtained will be matched to your legacy system during
this time frame to validate proper system function to meet business requirements.
Examples of additional processes:
Promise to Pay Break Routine - Run through process of how to select accounts that have not
paid their promise to pay balance by their promise to pay date
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Apply Interest and Deposits - Apply interest and give back deposits to customers with good
credit ratings and giving interest only system wide.
Bankruptcy procedures - Test work order process on a sample account.
Run all custom and canned reports - Verify that results from custom/canned reports are as
expected.
Month end processing - finance interface.
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City of Redlands
Municipal Utilities Department
Redlands, CA
Q.
en ues am
efficiency cnabiing technology , enterprise solutions
enQuestaTM Reporting Portal
Statement of Work
July 12, 2007
Systems
& Softwme
City of Redlands Municipal Utilities Department - enQuesta Reporting Portal Page 1 of 10 07/12/07
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Document Control
Distribution
Copy Name Location
No.
1 City of Redlands - Municipal Utilities Dept.
2 S&S Internal
3
4
5
6
7
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Table of ContentsXXXNO PAGE
NUMBERS
INTRODUCTION 4
Background 4
Objectives 4
RESPONSIBILITIES 5
General Project Responsibilities 5
Proposed High Level Activities and Timeframe 8
enQuesta Reporting Portal Implementation Scope 9
SCOPE CLARIFICATIONS AND ASSUMPTIONS 10
Out of Scope 10
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INTRODUCTION
Background
City of Redlands Municipal Utilities Department (RMUD) and Systems & Software, Inc.
(S&S) have agreed to engage in the implementation of S&S' enQuestaTM Reporting Portal. The
enQuesta Reporting Portal will provide Web-based reporting capability and data access to the
underlying enQuesta production information. A robust and easy to use set of tools will enable
RMUD to quickly and easily create and distribute reports to their user community. The enQuesta
Reporting Portal is based on Cognos' ReportNet product.
Objectives
• Implement S&S' next generation reporting solution, the enQuesta Reporting Portal.
• Provide RMUD an intuitive, easy to use reporting environment with user-friendly field
names and business rules built in
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RESPONSIBILITIES
General Project Responsibilities
Organizationally, both the City of Redlands Municipal Utilities Department and S&S will
maintain a consistent set of responsibilities across each phase of the project. These general
responsibilities include:
A. General City of Redlands Municipal Utilities Department Responsibilities
I. Assistance with overall project oversight and management to include ensuring
availability of RMUD Functional Subject Matter Experts for input to and participation
during: requirements, specifications, test plans creation and test plan execution
activities
II. Provide a dedicated RMUD Project Manager to serve as the primary RMUD point-of-
contact for this project and represent RMUD on the necessary project planning and
implementation tasks and responsibilities.
III. Sign off on project related documents and deliverables including: requirements;
specifications; test plans developed and executed covering business critical
functional areas.
IV. RMUD maintains primary responsibility for testing functionality once deployed to the
Train / Test environment.
V. Primary responsibility to create and execute a set of Test Cases that will ensure the
system is tested thoroughly by RMUD prior to go-live.
VI. Ensure that key personnel successfully complete the enQuesta Reporting Portal
workshop.
VII. Ensuring Customer resources have technical understanding of not only the tool, but
supporting languages as well (SQL).
VIII. The customer is responsible for generation of all reports outside the scope of this
document using ReportNet, and is there for required to have resources within the
Utility that possess the requisite skills.
IX. So that S&S may work with RMUD to port forward a set of currently existing Cognos
Impromptu reports (detail described under S&S responsibilities), RMUD will:
a. Provide a prioritized inventory of current Cognos Impromptu reports no less
than 2 weeks prior to the enQuesta Reporting Portal workshop.
b. Provide written specifications including business purpose, frequency of
execution, intended audience no less than 2 weeks prior to the enQuesta
Reporting Portal workshop.
c. Provide the actual Impromptu report (.IMR file) including first and last page
from the executed report for all reports no less than 2 weeks prior to the
enQuesta Reporting Portal workshop.
X. Provide proper seating space and meeting room space for those times when S&S will
have an on-site project team. At a minimum, this should have comfortable desk
space for up to 6 people in one room to include accommodating the S&S' employees
laptop.
XI. Provide proper meeting room space to serve as a Project Conference room, as
necessary. Meetings will typically range from 4 to 8 people.
XII. Provide proper and adequate hardware and software environments that will enable
current production enQuesta and test / train enQuesta to be run successfully for
City of Redlands Municipal Utilities Department - enQuesta Reporting Portal Page 5 of 10 07/12/07
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the purposes of initially testing the enQuesta Reporting Portal and then
completing the production go-live.
XIII. Assist S&S Network & Security Personnel with the implementation and testing of a
Cisco hardware based VPN in order to provide secure, authorized remote support to
the RMUD enQuesta server and enQuesta Reporting Portal server.
XIV. Provide the minimum enQuesta Reporting Portal workstation and server hardware
requirements:
A complete list of supported software and hardware environments are available on
the Cognos support Web site:
http://support.cognos.com/en/support/products/environments.html.
1. For the Client/ User side, Windows based workstations.
a. RAM
• 128 MB minimum
• 256 MB recommended
2. For Server side, a Windows based server.
a. RAM
• 2 GB per CPU minimum
• 4 GB per CPU recommended
b. Processor
• Dual CPU - 1 GHz or better
c. Disk Space
• 650 MB for default installation
• 585 MB for minimal installation
• At least 300 MB of temporary disk space used during
installation
XV. Provide proper and adequate hardware and software environments that will enable
the enQuesta Reporting Portal to be run successfully, per S&S recommendations.
a. S&S has included hardware recommendations regarding the required server
specifications, including CPU and Memory, to RMUD. Since RMUD has
indicated that they plan to procure their hardware outside of S&S, RMUD
will ensure that the server hardware will adhere to these minimum
requirements.
1. Since RMUD has chosen to purchase the recommended hardware
from a vendor other than S&S, S&S must certify the hardware to
ensure that it aligns with the recommended specifications. This
certification effort is included in this scope of work. S&S will not be
responsible for system performance on any uncertified hardware.
2. Reporting Portal Server must be in place and configured no less than
two months prior to Go Live.
XVI. Adherence to all 3rd Party Software maintenance requirements, for RMUD
enQuesta and enQuesta Reporting Portal servers, including:
a. Cognos ReportNet - The enQuesta Reporting Portal requires Cognos
ReportNet Version 8.
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b. Microsoft Windows - Cognos ReportNet requires Windows Server 2003 R2 or
greater to accommodate the enQuesta Reporting Portal.
c. IBM AIX upgrades - enQuesta requires AIX operating system level 5.3 (or
greater).
d. enQuesta certified version of Oracle database
e. enQuesta Oracle Communications software and Thin-Client software
f. enQuesta certified version of Apache Tomcat
g. enQuesta certified version of Java JDK v1.4
h. enQuesta certified version of MySQL database
XVII. Adherence to enQuesta Client PC Hardware & Software requirements, including:
a. Personal computers should have Microsoft's Internet Explorer (Version 6.0)
installed with a screen resolution set at least 1024 x 768.
b. Personal computers utilized by end-users who wish to take advantage of
enQuesta Reporting Portal's ability to export Excel type information, will
need to have Microsoft Excel or an Excel viewer installed.
XVIII. Responsibility for the technical support of Microsoft's Internet Explorer (Version 6.0).
XIX. Adherence to the Systems &Software Support Program Guidelines.
B. General S&S Responsibilities
I. Overall Project Management and adherence with the Project Communications Plan,
including the providing and updating of Project Plans and monthly Status Reports, to
ensure the successful, on-time delivery and implementation of enQuesta Reporting
Portal.
II. Delivery of enQuesta Reporting Portal workshop for RMUD reporting personnel.
III. S&S will provide 40 hours of services to convert RMUDs existing Impromtu Reports in
their"as-is" state. In the event that RMUD requires additional S&S services beyond
the 40 hours of conversion, these services will be billable on a time and materials
basis. In the event that S&S is able to complete conversion of RMUDs existing
Impromptu Reports in fewer than 40 hours, S&S will use the remainder of the 40
hours to work with RMUD on modifying existing reports and/or creating new reports.
IV. S&S maintains primary responsibility for testing enQuesta Reporting Portal prior to
deployment to the RMUD Train /Test environment where RMUD, as described under
RMUD General Responsibilities, assumes testing responsibility.
V. Project Management, Implementation, Documentation, Go- Live and Support Services
to be provided remotely, during normal business hours, unless otherwise specified in
this statement of work.
VI. Assist RMUD with coordination and scheduling of"public" Cognos ReportNet training
for RMUD employees (public Cognos training as described in this SOW).
VII. Adherence to the terms and conditions contained within the Systems &Software
Support Program Guidelines.
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Proposed High Level Activities and Timeframe
To meet the project objectives, the following approach to implementation and delivery is
recommended. It is assumed this implementation will run in parallel to the enQuesta 3e upgrade.
High Level Activity Timeframe
Contract Signing
Project Kickoff
Install New enQuesta Reporting Portal Server
RMUD - ReportNet Workshop
RMUD - Testing of enQuesta Reporting Portal Deliverables
enQuesta Reporting Portal Go Live Aligned with enQuesta 3e
upgrade
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enQuesta Reporting Portal Implementation Scope
The scope of this project will include an implementation of enQuesta Reporting Portal
functionality. This implementation is targeted for"Go Live" in conjunction with the planned
enQuesta 3e upgrade. The specific enQuesta Reporting Portal implementation scope includes:
A. Implementation of enQuesta Reporting Portal including ReportNet server configuration
and necessary software. The ReportNet metadata content stores will reside on the
enQuesta Production server. It is expected that only current client PC's that access
enQuesta will be used to access the enQuesta Reporting Portal.
B. Facilitation of enQuesta Reporting Portal one-week onsite workshop. The first 2 days of
the workshop will consist of training of RMUD's reporting personnel in the enQuesta
Reporting Portal package. Training will consist of: Overview of Framework Manager
(Cognos' supplied metadata modeling tool), Cognos Configuration, the enQuesta
Resource Center (ERC), and hands-on exercises where S&S will mentor RMUD's
reporting personnel through the re-creation of an existing report. The remaining 3 days of
the workshop will consist of hands-on mentoring of RMUD's personnel in the conversion of
actual RMUD reports based on the previously supplied prioritized inventory. Workshop
attendees must have previously attended the appropriate Cognos ReportNet training.
C. Following the enQuesta Reporting Portal workshop, S&S will continue the "as-is"
conversion of RMUD reports based on the previously provided prioritized inventory for an
additional 40 hours. This work takes place at S&S offices in Vermont. In the event that
RMUD requires additional S&S services beyond the workshop and the 40 hours of
conversion, these services will be billable on a time and materials basis. In the event that
S&S is able to complete conversion of RMUDs existing Impromptu Reports in fewer than
40 hours, S&S will use the remainder of the 40 hours to work with RMUD on modifying
existing reports andjor creating new reports.
D. Cognos public classroom training for up to 2 RMUD personnel for a total of 11 days, to
include:
I. Cognos BI Ad-Hoc Querying - Web Based Training for 2 people
II. Cognos BI Report Authoring I - 2 Days for 2 people
Note: This training may occur before S&S' enQuesta Reporting Portal workshop
Cognos BI Report Authoring II - 3 Days for 2 people
Note: This training should occur after S&S' enQuesta Reporting Portal
workshop
Travel expenses for Cognos courses described above are the responsibility of RMUD.
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SCOPE CLARIFICATIONS AND ASSUMPTIONS
out of Scope
The following items are specifically deemed to be outside of the scope of this engagement. Both
RMUD and S&S agree to reserve the right to enter into negotiations covering items currently
known to be outside of scope or not yet currently defined. It is acknowledged that those
negotiations would potentially lead to a Scope Amendment (Change Order or Contract
Amendment) to this project or a separately defined project.
• Any Services required to convert or modify existing R00UD reports above and beyond that
which is described in this SOW.
• Any services to design or create new reports above and beyond that which is described in
this SOW.
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City qf,R _Ii.ANDs
, Z Utilitiits Devartmont
City of Redlands
Municipal Utilities Department
Redlands, CA
enQuesta- 3c
effic ency erYablinq technok)gy enterprise solutions
enQuestaTM 3e WebConnect
Statement of Work
August 17, 2007
Systems
&Software
City of Redlands Municipal Utilities Department-enQuesta 3e WebConnect SOW 08/17/07 Page: 1
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minomilmmmmi
Document Control
Distribution
Copy Name Location
No.
1 S&S
2 City of Redlands Municipal Utilities Department
3
4
5
6
7
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TABLE OF CONTENTS
INTRODUCTION 4
Background 4
Objectives 4
RESPONSIBILITES 5
Project Responsibilities 5
Description — High Level Project Activities 8
Web Services License 10
PROPOSED HIGH LEVEL SCHEDULE 11
Proposed High Level Activities and Timeframe 11
IMPLEMENTATION SCOPE 12
SCOPE CLARIFICATIONS AND ASSUMPTIONS 15
Out of Scope 15
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INTRODUCTION
Background
City of Redlands Municipal Utilities Department (RMUD) and Systems & Software, Inc. (S&S) have
agreed to engage in the implementation ofenOuesta"~ 3e WebConnect (WebConnect). WebConnect
provides RMUO'scustorners web-based Internet access to specific enQuesta functionality.
Objectives
• Enable RMUD customers to experience benefits of Customer Self-Service.
• Enable RMUD customers to have real-time access to the most common types of business
functions a customer would wish to complete: inquiring on account balance & status, viewing
consumption or billing history, or viewing an electronic version of their current bill.
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RESPONSIBILITES
Project Responsibilities
For a project of this nature and in order to ensure a successful WebConnect implementation, it is
necessary for RMUD and S&S to work cohesively as a team. To achieve this goal and set the proper
expectations regarding roles and responsibilities, RMUD and S&S will each maintain a set of general
project duties. These general responsibilities include:
A. RMUD - General Responsibilities
I. Provide a dedicated RMUD Project Manager to serve as the primary RMUD point-of-
contact for this project and represent RMUD on the necessary project planning and
implementation tasks and responsibilities.
II. Assistance with overall project oversight and management to include ensuring
availability of RMUD's Functional Subject Matter Experts for input to and participation
during: requirements, specifications, test plans creation and test plan execution
activities.
III. Sign off on project related documents and deliverables including: requirements;
specifications; test plans developed and executed covering business critical functional
areas, including interfaces.
IV. RMUD will have primary responsibility for testing functionality once deployed to the
Train/Test environment, with guidance provided by S&S.
V. RMUD will have primary responsibility to create and execute a set of Test Cases that
will ensure the system is tested thoroughly by RMUD prior to go-live. S&S will provide
a test case template, 2-3 sample test cases, a list of recommended processes and a
testing dashboard template to keep track of pass/fail issues and related
communication.
VI. Ensure that key personnel successfully complete WebConnect training offered as
outlined in this Statement of Work.
VII. Provide proper seating space and meeting room space for those times when S&S will
have an on-site project team. At a minimum, this should have comfortable desk
space for up to 6 people in one room to include accommodating the S&S' employee's
laptop.
VIII. Provide proper meeting room space to serve as a Project Conference room, as
necessary. Meetings will typically range from 4 to 8 people.
IX. Provide proper and adequate hardware and software environments that will enable
current enQuesta Production and enQuesta Train/Test environments to be run
successfully for the purposes of initially testing WebConnect and then completing the
Production Go-Live.
X. Provide proper and adequate hardware and software environments that will enable
WebConnect to be run successfully, per S&S recommendations.
a. S&S has included hardware recommendations regarding the required server
specifications in the Pricing and Payment Schedule document, including CPU,
Operating System, Memory, and Disk Space. RMUD will ensure that the
server hardware will adhere to these minimum requirements.
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1. Since RMUD has chosen to purchase the recommended hardware from a
vendor other than S&S, S&S must certify the hardware to ensure that it
aligns with the recommended specifications. S&S will not be responsible
for system performance on any uncertified hardware.
2. The WebConnect Server must be in place and configured no less than
45 days after contract signing or as specified by the project plan.
XI. WebConnect will be deployed on dedicated hardware behind Firewall within a
Demilitarized Zone (DMZ) at the customer site. The firewall should provide access to
standard HTTP/HTTPS ports from Internet and allow transfer traffic between
WebConnect and enQuesta as well between WebConnect and the Payment Provider.
XII. Adherence to all enQuesta 3rd Party Software maintenance requirements, for both of
RMUD's servers (Production and Train) including:
a. In order to support a customer facing web application such as WebConnect,
Oracle log must be licensed per processor, not by named user.
XIII. Adherence to enQuesta Client PC Hardware and Software requirements and the
following WebConnect Client PC Hardware & Software requirements, including:
a. RMUD's customers' personal computers, which will be accessing WebConnect,
should have Internet Explorer 6.0 SP1 or above installed. Screen resolution
should be at least 1024 x 768.
b. RMUD's customers' personal computers, which will be accessing WebConnect
and wish to take advantage of WebConnect's ability to export Excel type
information, will need to have Microsoft Excel or an Excel viewer installed.
XIV. Responsibility for the WebConnect end-user technical support of Internet Explorer.
XV. Responsible for leading the Simulation activities, as further described in this Statement
of Work.
XVI. Management and scheduling of Customer resources and the Customer's third party
vendors.
XVII. Adherence to the Systems & Software Support Program Guidelines.
B. S&S - General Responsibilities
I. Overall Project Management and adherence with the Project Communications Plan,
including the providing and updating of Project Plans and monthly Status Reports, to
ensure the successful, on-time delivery and implementation of WebConnect.
II. Delivery of WebConnect training for RMUD's core-team and key personnel. S&S will
provide training as described in this Statement of Work.
III. S&S maintains primary responsibility for testing the initial deployment of WebConnect
to RMUD's Train/Test environment. This testing includes all integration testing to any
third-party systems and the enQuesta CIS system.
IV. Project Management, Implementation, Documentation, Go-Live and Support Services to
be provided remotely, during normal business hours, unless otherwise specified in this
City of Redlands Municipal Utilities Department- enQuesta 3e WebConnect SOW 08/17/07 Page: 6
Proprietary and Confidential to Systems &Software, Inc.
statement of work. Specific details of each activity are more thoroughly described
below under"Description - High Level Project Activities".
V. Ensure secure communication between WebConnect and enQuesta.
VI. Adherence to the Systems & Software Support Program Guidelines.
VII. Perform technical certification of WebConnect server if procured directly by RMUD.
City of Redlands Municipal Utilities Department - enQuesta 3e WebConnect SOW 08/17/07 Page: 7
Proprietary and Confidential to Systems& Software, Inc.
Description - High Level Project Activities
The following describes the high level project activities, services and scope of RMUD's WebConnect
project:
A. Project Management - S&S's Project Manager and RMUD's Project Manager will work
together to ensure that project dates and activities are reasonable, that the necessary
resources from each side are scheduled and that internal communication, within the
respective organizations, is clear.
For S&S tasks, the S&S Project Manager is responsible for the overall execution of the formal
project plan and for adhering to the communication plan. The communications plan details
the frequency of joint Core Team meetings and status reports as well as specifies the Change
Management and Issue Resolution processes. The project plan and communications plan
serve as the roadmaps which outline the required steps to successfully and efficiently
implement WebConnect and communicate effectively throughout the project.
B. Implementation &Testing - The Implementation and Testing activities involve implementing
and verifying the appropriate WebConnect system configuration in a Train/Test environment
preceding the deployment to Production.
During this phase, WebConnect will be deployed, interfaced to the Train/Test environment on
RMUD's server. This environment will serve as the environment in which Application Testing,
and end-user Training are conducted. When, per the project plan dates, WebConnect is
operating properly, the next steps towards Simulation and then production Go-Live will
commence. Configuration will be provided for five (5) WebConnect ports.
RMUD maintains primary responsibility for testing WebConnect functionality once deployed to
the Train/Test environment, with guidance provided by S&S.
C. Training - S&S has budgeted for three (3) days total training and documentation effort which
includes:
• Training plan development
• Course Scheduling
• Instructional Design
• Training Delivery
S&S will deliver a total of three (3) training courses focused on end user processes and
system administration.
• System Administration: RMUD's System Administrator will participate in one
(1) training session delivered via Webex, for a maximum duration of two (2)
hours. The curriculum will include navigation and use of WebConnect from the
RMUD Customer's perspective and system administration/troubleshooting.
• End User: Systems & Software will deliver two (2) End User training sessions
with a maximum of (10) participants in each session. Training will be facilitated
via Webex.
The curriculum will include: navigation and use of WebConnect from the RMUD
Customer's perspective, characteristics of an enQuesta account enrolled in
WebConnect, and Customer troubleshooting.
City of Redlands Municipal Utilities Department - enQuesta 3e WebConnect SOW 08/17/07 Page: s
Proprietary and Confidential to Systems & Software, Inc.
D. Simulation - An additional level of testing will be introduced for the WebConnect
implementation. The objective is to further reduce project risk and ensure that the actual
Go-Live is as seamless and problem free as possible. In order to achieve this, RMUD will
initiate Simulation to take place prior to the actual Go-Live. The Simulation will simulate the
actual Go-Live by using RMUD employees to simulate the activities of RMUD customers,
providing a `dry-run' of the Go-Live. RMUD will bear the majority of responsibility for
Simulation and will lead, project manage and execute on the majority of testing related
activities. S&S will participate by aiding in the Project Management and responding to and
resolving issues. S&S will support simulation activity, remotely, from Vermont. Go-Live and
Go-Live Support - S&S strives to make the actual cutover, or Go-Live, to be as much of a
"non-event" as possible. Strong project planning and execution should lead to the Go-Live
being as smooth, productive and least disruptive as possible. S&S will execute the (]o-Live
p|an, whichvvi|| inc|udethe "turningon" oftheconfigunedVVebConnectenvironnnent. S&S
staff may be on-site over the Go-Live weekend, as well as during the initial business days
after Go-Live, to aid in any issue resolution and to offer mentoring and assistance.
Upon completion of the Go-Live, when the customer is live on WebConnect in their
production environment, S&S will provide production-critical, support services from S&S'
facility in Vermont. Outstanding issues and remaining project deliverables are documented
and given the highest priority. Periodic status reviews, via phone or video conference, are
held between RMUD and S&S project teams to address outstanding project items.
City of Redlands Municipal Utilities Department - enQuesta 3e WebConnect SOW 08/17y07 Page: 9
Proprietary and Confidential to Systems &Software, Inc.
Web Services License
To facilitate certain business needs of City of Redlands Municipal Utilities Department, S&S hereby
grants license to the WebConnect Web Services API software ("Web Services"). This software is
provided subject to the terms and conditions contained herein. This Web Services Supplement (the
"Supplement") shall be in effect as long as RMUD has a valid Annual Software Maintenance &
Support Contract with S&S and, consequently, a valid license to use the Application Software.
RMUD may invoke the Web Services via an HTTP post. The Web Services invocation request is
formatted as a SOAP XML message, as is the response.
RMUD acknowledges that use of the S&S proprietary Web Services functionality is limited to RMUD
internal use only as defined in this Agreement. Use of the Web Services functionality by third parties
and interfacing of the Web Services functionality to third party software products is strictly
prohibited without the prior written consent of S&S. In the event that S&S grants written permission
for third parties to access this functionality, said third party shall be required to enter into a
separate Web Services Supplement with S&S. Granting of additional Supplements to third parties
shall be atB&S' sole discretion and additional fees may apply. It shall be the responsibility of RMUD
to ensure that all required written consents and additional Web Services Supplements are obtained
prior to access to the Web Services functionality by third parties.
RMUD acknowledges that throughout the term of this Supplement, S&S shall have the right to audit
the usage of the Web Services software to ensure that appropriate documentation has been
obtained by RMUD for all users of the Web Services software.
RMUD acknowledges that all work product created or derived through the use of the functionality
described herein is deemed Confidential Information and is for RMUD internal use only. RMUD shall
not resell or provide any work product created by or derived from the Web Services functionality to
any party without the prior written consent of S&S.
RMUD acknowledges that S&S will not guarantee or warrant backwards compatibility with existing
systems as RMUD upgrades the Application Software. Additional rework may be required to ensure
proper usage of the Web Services software as RMUD upgrades the Application Software.
RMUD acknowledges that S&S does not guarantee or warrant the security of the Web Service
software. RMUD is responsible for security of the network that Web Services resides on.
RMUD acknowledges that the decision to develop, market and license the Web Services functionality
is done at S&S' sole discretion. Additional fees may apply should S&S decide to make available
additional functionality as part of Web Services and should RMUD desire to license this additional
functionality.
City of Redlands Municipal Utilities Department- enQuesta 3e WebConnect SOW 08/17/07 Page: m
PROPOSED HIGH LEVEL SCHEDULE
Proposed High Level Activities and Timeframe
To meet the project objectives, the following approach to implementation and delivery has been
discussed and is recommended.
High Level Activity Timeframe
Contract Signing Month 0
Project Kickoff
WebConnect Environment Available �
RMUD - Testing of Functional Deliverables
Go-Live of WebConnect (post enQuesta 3e Go-Live) TBD
This proposed timeline is a preliminary estimate and is subject to change as detailed project
planning occurs throughout the course of the project.
City of Redlands Municipal Utilities Department - enQuesta 3e WebConnect SOW 88/17/07 Page: 11
Proprietary and Confidential to Systems 81.Software, Inc
IMPLEMENTATION ON SCOPE
The scope of this project will include the implementation of WebConnect functionality. The specific
VVeb[onnectirnp|ernentatnn scope includes:
WebConnect Base Functi«xnaUUty - In Scope
Functionality Description
Customer Setup of Over Web, Customer may use combination of Account Number and
Web Account Last 4 digits of SSN to initially setup a new WebConnect account. An
alternative will be Account Number and Home Telephone Number.
Customers who do not know their SSN will call RMUD during business
hours and speak with a CSR to establish access. RMUD assumes
responsibility for ensuring proper authorized individuals are "set up".
RMUD will provide the last 4 digits of the SSN for gaining access to
setup a WebConnect account. Customer will proceed to account setup
to then establish the new account.
Customer may select unique Userid - Alphanumeric with a minimum
length of 6 characters and maximum length of 60 characters
Customer may select password - Alphanumeric, case-sensitive with a
minimum length of 6 characters and maximum length of 12 characters
Customer will be required to provide valid email address. This email
address will required to complete the online setup process
Customer will be required to select and answer 1 "secret question"
with the answer being used to authenticate identity should the user
forget their ID or Password. When the correct answer is given to the
"secret question", a temporary password for that WebConnect account
will be emailed to user's email address on file. When user enters
Userid and temporary password, they will be prompted to enter a
new, permanent password.
Account Summary Customers will be able to view such information as account owner,
current balance, current & past due amounts and last payment date
Billing History Customers will be able to view a tabular list of the detail of previous
Bills including such information as Bill date, Consumption and Bill
Amount including Past Due Charges. The number of months of billing
|| history available is configurable by the utility.
Billing History will be able to be exported out to Excel with the single
/ click of an icon.
Cty of Redlands Municipal Utilities Department - enQuesta 3e WebConnect SOW 08/17/07 Page: 12
Proprietary and Confidential to Systems&Software, Inc.
Consumption History Customers will be able to view a tabular list of the detail of the last 12
Readings including such information as Reading Date, Prior Reading,
Current Reading and Total Consumption. Customer will have the
option of viewing Consumption History in either tabular form or in a
graphical bar format.
Consumption History will be able to be exported out to Excel with the
single click of an icon.
Electronic Bill Customers will be able to view a bill image. This will be the same bill
Presentment image format as is available through enQuesta. No actual integration
to an imaging system is required or planned for.
Change Password Standard change password screen.
Frequently Asked Eight (8) standard, pre-defined frequently asked questions. RMUD
Questions (FAQ) may configure as many additional frequently asked questions as they
require. Any configuration of frequently asked questions above and
beyond the standard 8 provided by S&S is outside the scope of this
project.
User Administration The WebConnect enrolled user will be able to change settings on
his/her WebConnect account such as change password, change email
address and add/remove enQuesta accounts.
The enQuesta operator will be able to manage WebConnect user
accounts, reset a WebConnect enrolled user's password and create a
WebConnect account for a customer.
Configuration Too|set Utility website administrators will be able to control some of the
content of the WebConnect portion of their website, such as the
number of months of history is displayed and the number of viewable
bill images. They will also have the ability to manage the content of
selected areas of Account Information and Service Request screens:
e.g., add a message at the bottom of Billing History, or perhaps a link
to pay your bill.
Utility Uploaded A WebConnect administrator at the utility can upload selected forms in
Forms any binary format.
WebConnect Usage The ability to understand what percentage of your enQuesta accounts
and Administrative use WebConnect and what volume of your service orders are
Reporting generated through WebConnect will be available and the number of
new WebConnect accounts.
Payment History Customers will be able to view every payment transaction made for
each enQuesta account being managed by the WebConnect enrolled
user.
Payment History will be able to be exported out to Excel with the
single click of an icon.
•
City of Redlands Municipal Utilities Department - enQuesta 3e WebConnect SOW 08/17y07 Page: 13
Proprietary and Confidential to Systems &Software, Inc.
Optional WebConnect Functionality — In Scope
Functionality Description
enQuesta Recurring Allows customers to enroll for recurring ACH through WebConnect.
ACH Enrollment Customers provide bank account information and payment
instructions for their accounts to be automatically drafted each time
they are billed.
Electronic Bill Customers can choose to receive an e-mail notification that their bill is
Notification ready to be viewed on-line. The email will contain a link that will the
customer to WebConnect where they can log in and then view and pay
the bill.
URL Link to External Within WebConnect, Customers will be provided with a URL link that
Payment Processor will launch RMUD's existing Payment Processor website in a separate
(Spaedpay) browser window. No additional integration between WebConnect and
Speed pay is within the scope of this project.
Service Requests The WebConnect enrolled user will be able to initiate any of the
(Work Management) service requests enabled by the utility for WebConnect. Some service
requests may require the enrolled user to enter additional information.
The following service requests may be enabled by the utility for
WebConnect:
• Change of mailing address and phone number
• Transfer of Service (not available in real-time)
• Disconnect Service (not available in real-time)
• Promise to Pay
• Electronic Bill Delivery Signup
• Recurring ACH Payment Signup
• Report Outage
• Generic Question/Message
Note: Not all service requests are processed in real time. Some are
processed only with CSR intervention. Real-time service requests will
automatically update enQuesta after the Enrolled User initiates the
request. The Enrolled User will get an e-mail from the utility upon
completion of the request. Real-time with utility-approval service
requests function similarly to Real-time requests, but require the
approval of the utility before completing the request. Approval is done
by authorized utility personnel, through a single-click interface in
enQuesta; there is no need to manually open an enQuesta Work
Order. The Enrolled User will get an e-mail from the utility upon
submission and completion of the request.
Service Request Customers will be able to view service order requests for each
History
enQuesta account being managed by the WebConnect enrolled user.
/ | |
City of Redlands Municipal Utilities Department - enQuesta 3e WebConnect SOW 08/17/07 Page: 14
Proprietary and Confidentia'to Systems&Software, Inc.
SCOPE CLARIFICATIONS AND ASSUMPTIONS
Out of Scope
The following items are specifically deemed to be outside of the scope of this engagement. Both
RMUD and S&S agree to reserve the right to enter into negotiations covering items currently known
to be outside of scope or not yet currently defined. It is acknowledged that those negotiations
would potentially lead to a Scope Amendment (Change Order or Contract Amendment) to this
project or a separately defined project.
• Any Services or Software required to implement Electronic Bill Payment & Presentment
(EBPP) above and beyond that which is described in this Statement of Work.
• Any Services required to implement any additional WebConnect functionality, above and
beyond that which is described in this Statement of Work.
• Any Services to implement S&S' PayConnect real-time payment interface.
• Any Services to interface or integrate with third party payment providers.
City of Redrands Municipal Utilities nepurtnnent- cnQuesta 3e WebConnect SOW 08/17/07 Page: IS
Proprietary and Confidential to Systems &Software, Inc
Client#:2519 SYSTEMSA
ACORD,. CERTIFICATE OF LIABILITY INSURANCE 9/18/07
DATE
PRODUCER THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION
William Gallagher Associates ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE
Insurance Brokers, Inc. HOLDER.THIS CERTIFICATE DOES NOT AMEND,EXTEND OR
ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW.
470 Atlantic Avenue
Boston, MA 02210 INSURERS AFFORDING COVERAGE NAIC#
INSURED INSURER A: Hartford Fire Insurance Co. 19682
Systems and Software, Inc. INSURER B: Hartford Casualty Insurance Co. 29424
401 Water Tower Circle INSURER C: Twin City Fire Insurance Co. 29459
Colchester,VT 05446 INSURER 0, Nutmeg Insurance Company 39608 1
INSURER E:
COVERAGES
THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED,NOTWITHSTANDING
ANY REQUIREMENT,TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR
MAY PERTAIN,THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS,EXCLUSIONS AND CONDITIONS OF SUCH
POLICIES,AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS.
INSR ADM POLICY EFFECTIVE POLICY EXPIRATION
LTR/NSRC TYPE OF INSURANCE POLICY NUMBER CATE IMM/DOIYYI - DATE(MM(DD/YY1 LIMITS
A GENERAL LIABILITY 08UUNIB9590K1 01/01/07 01/01/08 EACH OCCURRENCE $1,000,000AMA
E TO RENTED
X COMMERCIAL GENERAL LIABILITY PREMISESJFa occurrence) $300,000
CLAIMS MADE X OCCUR MED EXP(Any one person) 510,000
PERSONAL&ADV INJURY $1,000,000
GENERAL AGGREGATE $2,000,000
GEN'L AGGREGATE LIMIT APPLIES PER: PRODUCTS-COMP/OP AGG $2,000,000
POLICY JECT LOC
AUTOMOBILE LIABILITY COMBINED SINGLE LIMIT
ANY AUTO (Ea accident $
ALL OWNED AUTOS
BODILY INJURY $
SCHEDULED AUTOS (Per person)
HIRED AUTOS
BODILY INJURY $
NON-OWNED AUTOS (Per accident)
PROPERTY DAMAGE $
(Per accident)
GARAGE LIABILITY AUTO ONLY-EA ACCIDENT $
ANY AUTO OTHER THAN EA ACC $
AUTO ONLY: AGG $
B EXCESS/UMBRELLA LIABILITY 08XHUIB9604K1 01/01/07 01/01/08 EACH OCCURRENCE $5,000,000
X OCCUR CLAIMS MADE AGGREGATE $5,000,000
5
DEDUCTIBLE $
X RETENTION $10,000 $
C WORKERS COMPENSATION AND 08WBKJ4359 01/01/07 01/01/08 X TORWC Y LSTIM)TS ER
ATU- ER
EMPLOYERS'LIABILITY E.L.EACH ACCIDENT $500,000
ANY PROPRIETOR/PARTNER/EXECUTIVE
OFFICER/MEMBER EXCLUDED? E.L.DISEASE-EA EMPLOYEE $500,000
If yes,describe under
SPECIAL PROVISIONS below - E.L.DISEASE-POLICY LIMIT s500,000
D OTHER High Tech 00TE0221038 01/01/07 01/01/08 $5,000,000 Occ/Agg
Errors&Omission $100,000 Deductible
Retro Date 1/1/94
DESCRIPTION OF OPERATIONS/LOCATIONS/VEHICLES I EXCLUSIONS ADDED BY ENDORSEMENT I SPECIAL PROVISIONS
The listed coverages agree with the"primary and non-contributory",the
"waiver of subrogation"and the"additional Insured" language in the
contract between Systems and Software and The City of Redlands.
CERTIFICATE HOLDER CANCELLATION
SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION
City of Redlands DATE THEREOF,THE ISSUING INSURER WILL ENDEAVOR TO MAIL 10 DAYS WRITTEN
Municipal Utilities Department NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT,BUT FAILURE TO DO SO SHALL
1 35 Cajon Street, Suite 15A I IMPOSE NO OBLIGATION OR LIABILITY OF ANY KIND UPON THE INSURER,ITS AGENTS OR
Redlands,CA 92373 'REPRESENTATIVES.
AUTHORIZED REPRESENTATIVE
I 1C-- 12,44
ACORD 25(2001108) 1 of 2 #S100311/M100276 KSI 0 ACORD CORPORATION 1988
IMPORTANT
If the certificate holder is an ADDITIONAL INSURED,the policy(ies)must be endorsed. A statement
on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s).
If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may
require an endorsement. A statement on this certificate does not confer rights to the certificate
holder in lieu of such endorsement(s).
DISCLAIMER
The Certificate of Insurance on the reverse side of this form does not constitute a contract between
the issuing insurer(s), authorized representative or producer, and the certificate holder, nor does it
affirmatively or negatively amend, extend or alter the coverage afforded by the policies listed thereon.
ACORD 25-S(2001108) 2 of 2 #S100311/M100276