Opening of Proposals - Utility Billing System - North Star Utilities Solutions - Part 1

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VORTHISTAR'" NorthStar has over 38 years of corporate experience and tenured employees with literally hundreds of years of South Bendlective project experience. one of our most consistent, ever -evolving characteristics is passion for our customers, resulting in excellent customer relationship management practices. We believe that great relationships are imperative for our mutual success. While relationships are established during the sales cycle, NorthStar encourages open and honest I communications during the project kick-off to ensure a high level of trust over the course of the project. NorthStar employs important best practices such as establishing Executive touch -points, regular project meetings, and awell-established transition to support process to ensure that strong relationships are established between our respective organizations. NorthStar interacts closely and regularly with our customers during our Product Committee Meetings, Regional User Groups, and National Customer Conferences as well as throughout the course of our day to day interactions with our customers while assisting them with the support and maintenance of our solutions. WORK MANAGEMENT Project Work and Time will be managed through the use of the Project Schedule in MS -Project format. The NorthStar Project Manager will have the responsibility to create and maintain the project schedule. It is expected that the City of Project Manager will work in conjunction with the NorthStar Project Manager to. ensure that key City activities that impact the project are also contained in the project plan. Time spent on the project by NorthStar resources will be monitored and tracked using NorthStar time reporting system on a weekly basis. on a monthly basis, NorthStar conducts an analysis of actual effort to date versus estimated effort at complete versus baseline effort to gain an in depth understanding of the status of a project against baseline. Also, to ensure proper project resource allocation, NorthStar has implemented a resource allocation and usage tracking process, which allows the Project Managers and the organization to ensure that the right resources are allocated at the right time for project success. SCOPE MANAGEMENT NorthStar will maintain the formal documentation denoting agreed upon changes. The City and NorthStar may propose changes for services falling outside the scope of services described within the final signed Statement of Work. The Change Control Form must be used for all change requests. NorthStar shall have no obligation to commence work in connection with any change until the fee and schedule impact of the change is agreed upon in a written Change Control Form signed by the designated representatives from both parties. Upon a request for a change, NorthStar shall submit the change on our standard Change Control Form describing the change, including the impact of the change on the schedule, fees and expenses. The Change Management Process that will be employed is defined below: • Identify and document the proposed change • Assess the impact of the proposed change • Estimate required effort /cost of the proposed change • Submit Change Control Form for approval/rejection decision • Communicate approval/rejection decision • If the proposed change is approved: a. Assign responsibility b. Monitor and report progress i NorthStar Proposal Response —South Bend Indiana