HomeMy WebLinkAboutOpening of Proposals - Utility Billing System - Systems & Software, Inc. - Part 1RFP Issuance Date: December 1,: 20�17 Due: January 23, 2018
Responseto:
REQUEST FOR PROPOSALS - UTILITY BILLING SYSTEM
Presented to.-
-r Tnr r v-
Moo
I able of ConLents
SECTION 11: LETTER OF TRANSMITTAL............................................................................................................2
SECTION 2: FIRM QUALIFICATIONS ..........................................................................................................4
SECTION 3: PROPOSED SOLUTION................................................................................................................10
SECTION 4: OPTIONAL SOLUTIONS ..........................................................................................................43
SECTION S: PROPOSED STAFFING & PR03ECT' ORGANIZATION................................. ....................... 44
SECTION 6: RELATED EXPERIENCES & REFERENCES............................................................................51
SECTION 7: RESPONSES TO SYSTEM REQUIREMENTS ...........................................................................55
SECTION 8: WORK PLAN....................................................................................................................................56
SECTION 9: TERMS & CONDITIONS..............................................................................................................58
SECTION '10: SAFETY REQUIREMENTS/VIOLATIONS ...............................................................................59
SECTION 11: AFFIDAVIT ....................... ..........................................................................60
SECTION 12: APPENDICES ................................................................................................................................63
1
January17, 2817
Linda Martin
City of South Bend, Indiana
Re: Request for Proposal — Utility Billing System
Thank you for allowing Systems & Software, Inc. (S&S) the opportunity to respond to the City of South Bend�s
RFP (hereinafter "South Bend" or "the City") for a Utility Billing System. This proposal outlines our solution in
meeting or exceeding the utility billing system and services needy of your organization. We certify that all
information in this proposal is true, accurate, and complete to the best ofour ability and constitutes our
response toyour request.
Forthe City we are proposing our enQuesta solution suite (v6), our Capricorn Web Self -Service solution (vl) and
our included IBM Cognos Analyfics solution for Business Intelligence. As requested,our contact information is
as follows:
Kyle Rainey
Vice Presidentof Sales 426 Industrial Avenue, Williston, VT 05495
SQSis proposing nosubcontractors for the solution osdescribed |nthis response. VVeacknowledge the receipt
of Addenda 1 to the City's RFP, and have included the requested sheet.
S&S's philosophy with regards to contracting, which is supported by our historical record, is that it is imperative
to construct an agreement that is balanced and fair for both parties without undue burden on either party. We
are confident that upon selection as the vendor of choice, we will be able to quickly and efficiently come to a
mutually agreeable contract that will provide the framework for a successful relationship during the
implementation and beyond.
| give you my personal guarantee that if selected as your CIS vendor of choice, you will experience your ovvo
enQuea a success story.
Sincerely,
('-' )� "t
Cameron Mahbubian
Executive Vice President, General Manager
Systems &Software, Inc.
426Industrial Ave Suite 140
1316 Coum,Y-Crry BuiLDING
227 W. JEATE",'R SON BOULEVARD
SOUTH BFND, INDIANA 46601-1830
P110M, 574/ 235-,9251
F'AX 5741235-9 171
TDD 574/ 235-5567
CITY OFSo(,rrttBEND PETE MAYOR
BOARD OF PUBLIC WORKS
Date:
January 18, 2018
To:
All Proposers
From
Linda M. Martin, Clerk, Board of Public Works
Subject
Addendum Number: I
Project Name:
Project Number:
Utility RillIng Systerni
Date Received: Decet-nber 20. 2017
This addendum is being forwarded to you for the above referenced project.
Please sign below and acknowledge receipt of this Addendum
by faxing this sheet to the Board of Public Works at (574) 235-9171
within 48 hours of receipt. A copy MUST also be included with your
I
proposal package upon submittal.
THIS ADDENDUM MAY AFFECT YOUR PROPOSAL.
Notcs:
The attached documents are hereby added to the Specifications and Contract
Documents and become a part of herein.
Company
Systeins, & Soffi
Authorized Signature: (,e�
Date: January 19. 2018
Inc.
Version 4/2/2015
MJ" � i �r � t it ! 1 " � 1
.I hire section of the proposal should establish the ability of venclor(s) to satisfactorily perforrn the
re(JUired work by reasons of: experience in performing work of a similar nature for similar clients (size
and aCCOUrIt bas(,.�) Mhin the past: five years; dernonstrated competence in the services to be provided;
educational qualifications; strerigth and stability of the firm; staffing capability; work Cozad; record of
rneeting sclmedWeS 0141 Sirl-filar proi I ects, and supportive client reft:,,rences. Vendor shall cornplete
Proposal Form A al,s part of this sectiom, if the proposed SOILAiOrl is a packaged partnersfip, tier the
signrficant subcontractors shall also Iprovide information for this sec.fion. Vendor must provide additional
inforrriafioni in this section that will:
provide a brref profile of the firryi(s), including the types of services offered; the year
founded; form of the organization (corporation, partnership, sole proprietorship), IlUry'lber,
size, an(J location of offices, number of eaiployees�
Since our inception in 1973, it has been our mission to provide best -in -class customer information
systems, (CIS) and services to investor -owned and municipal utilities. The enQuesta success
proposition is based on a proven technology platform that delivers superior usability, configurability,
and scalability along with low total cost of ownership. Our solutions have empowered our customers
to provide exceptional service to millions of residential and commercial accounts serving their
electric, water, wastewater and gas needs.
In 2007, Harris Computer Systems acquired S&S. S&S, a wholly -owned subsidiary of Harris,
operates as an independent corporate entity of Harris. S&S continues to enhance, expand, and
support all of our products. As a result of this acquisition, S&S is able to leverage the combined
resources and economies of scale which result in greater overall benefits for the investments made
in our products and services.
For all the power of our corporate structure, it is really our people that make us successful. Our culture
is one that balances experience with innovation allowing us to put the customer first, Our main focus
is in building and expanding our customer base — sustaining partnerships that exist today and those
we intend to develop for years to come.
We will help you protect and grow your enQuesta investment. S&S is nimble enough to quickly
provide answers, allow easy access to all levels within our organization, and develop long-term
meaningful relationships that make the difference between being just another "vendor" and becoming
a trusted partner.
As a learning culture we continuously refine our implementation approach and pass this knowledge
on within our organization. S&S' proven methodology is based on using repeatable processes to
increase efficiencies, productivity, and mitigate risks.
For 44 years, our knowledgeable and experienced staff has continuously delivered a proven solution,
resulting in successful, long-lasting partnerships. Within our response we have provided' details on
the names, locations, and customer bases of several current S&S clients which we believe
demonstrate the same success that the City is looking for, We have called out six of these references
4
as we believe their experiences will be the most similar to yours. We invite you to contact any of
these references and discuss how S&S and enQuesta has improved their business by setting the
standard for usability, functionality, and scalability.
We are in business to deliver success for our customers. This commitment is reflected throughout
our organization and in the relationships we have with our customers. Implementing a new CIS
solution is not a short-term endeavor; it is a long-term investment. We believe that our on -going
support and maintenance program proves this commitment to you. Our hallmark of success is our
personal approach to supporting our customers. S&S is unique in the industry in that we offer a
flexible, configurable maintenance and support program from, both an application and technology
standp'oi'nt. What you ultimately choose for a support package is dependent on your business needs.
We believe it is the combination of our culture, our approach, and our commitment that drives our
customers' success, resulting in strong, lasting partnerships built on trust.
(2) provide a general description of the firm's financial condition; ideintify any conditions (e.g.,
bankruptcy, pending litigation, planned office closures, impendiing, merger) that may impede
vendor's ability to complete the project or meet the vendor's obligation during the first five
years of maintenance and support;
S&S is a division of the N. Harris Corporation (S&S was incorporated in 1978 and acquired by Harris
in, 20,07), which is in turn a division of Constellation Software Inc. As a division, we Ihave met or
exceeded the financial: goals and expectations of our parent companies for the past ten years. We
remain fully backed by these large, multi -national organizations, while retaining independence in our
operations,. This will provide assurances to the City, and all our customers, that S&S is fully committed
to service, support and expand in this market over the coming years. There are no planned or
impending events that would alter that view of this company.
(3) describe the firrn's experience in performing work of a similar nature to that solicited in this
RFP within the past 5 years for diients of similar size and accounts, and highlight the
participation in such work by the key personnel proposed for assignment to this project; and
S&S has installed the following new customers in the past five years:
• Anaheim, CA (ElectricNVater/Sewer)
• Riverside, CA (ElectircNVater/Siewer)
• Lexington, KY (Sewer)
• Unitil (Gas/Electric)
• DeKalb County — in progress - (Water/Sewer)
Below is a list of our current water/sewer customers, to display to the City how we excel in billing
these services.
Akron Public Utilities Bureau
90,000
Water; Sewer; Solid Waste
70
Anaheim Public Utilities
120,000
Water, Sewer, Electric, Solid Waste
150
Arlington, City of
98,000
Water; Sewer; Storm Drainage;
Solid Waste
107
Atlanta, City of
160,800
Water; Sewer
150
Augusta Utilities Department
Azusa Light& Water
72,000
22,500
Water, Sewer
Water; Electric; Sewer; Solid Waste
80
29
Central Arkansas Water
118,600
Water; Sewer; Solid Waste
130
Clarksville Gas & Water
50,000
Gas, Water; Sewer
65
Detroit Water and Sewerage
270,000
Water; Sewer
350
El Paso Water Utilities
170,000
Water; Sewer; Solid Waste
135
Freeport, Village of
15,000
Water; Electric; Sewer; Other
30
Greensboro, City of
92,000
Water; Sewer- Storm Drainage;
Solid Waste; Other
135
Mayville, Village of
Metropolitan Water Services
Milwaukee, City of
1,000
235,000
163,000
Water; Electric; Sewer
Water; Sewer; Storm Drainage
Water; Sewer, Other
4
150
200
Minneapolis, City of
103,000
Water; Sewer; Storm; Solid Waste
120
Mobile Area Water & Sewer Systems
102r000
Water; Sewer
100
Montgomery Water Works & Sanitary
Sewer Board
Redlands, City of
80,000
23,000
Water; Sewer; Solid Waste
Water; Sewer; Solid Waste
100
35
Riverside Public Utilities
112,000
Water, Sewer, Electric, Solid Waste
214
Santa Ana, City of
Shreveport, City of
44,300
65,000
Water; Sewer; Other City Services
Water; Sewer
28
150
South Coast Water Disthct
12,500
Water; Sewer
29
Sunrise Water Authority
8,000
Water
10
Tupper Lake, Village of
4r000
Water; Electric; Sewer
5
Valencia Water Company
30,000
Water
21
Ventura, City of
32,000
Water, Sewer
15
Water Authority of Western Nassau
County
29,000
Water
49
Wolfeboro, Town of
5,500
Water; Electric; Sewer; Other
16
(4) identify sub -consultants by company narne, address, contact person, telephone nurnber,
and project fuinction; describe vemdlor's experience working with each sub-corisultant.
S&S is not including sub -consultants at this time.
0
PROPOSAL FORM A
VENDOR BACKGROUNDS FORM
Please cornolete all information as snecified below.
Company Name
Chief Executive
Systems & Software, Inc.
Cameron Mahbubian
Primary Street Address
City
State
Zip Code
426 Industrial Avenue
Williston
Vermont
06496
PrimaryContact Person for This
Solicitation
Kyle Rainey
Contact Email
kyle.rainey@ssivt.com
Telephone Number
61-670-61 1'
Years in Business
Number of Employees
67 Full -Time
Part -Time
W ebsite
www.ssivt.com
Please describe your US and Canadian based staff organization and resource levels, within the following
categories.
Resource Categorization
Total Full -Tune Equivalent FTE Staff of the Vendor
2.
Business Analysis
17
Technical. Support
1
Training
12
Custom Development
3
Quality Assurance
15
Research and Development
67
Total FTE Vendoj° Staff in Any/AlI Areas
SUBCONTRACTOR INFORMATION:
Please list subcontractors who are include in the proposal, Complete the following tables for each
subcontractor.
Company Name
Chief Executive
N/A
Primary Street Address
City
State _
Zip Code
Primary Contact Person for This
Solicitation
Contact Email
Telephone Number
Years in Business
Number of Emploees
Full -Time
Part -Time
Website
.... .. . .... . . . . .......... .
Please describe subcontractor US and Canadian based staff organization and resource levels, within the
following categories.
Resource Categorization
Total Full -Time Equivalent (FTE) Staff of the Vendor
Business Analysis
Technical Support
Training
Custom Development
Quality Assurance
Research and Development
Total FTE Vendor Staff in Any/All Areas
.. - .. . ... . . .................... . . ............. —
0
PENDING LITIGATION AND LIQUIDATED DAMAGES
Please complete the following two (2) tables regarding any/all litigations and damages, if applicable,
encountered in the mast five (5) vears.
Does the Vendor Have Any Pendin Litigation? ,, Y N)
if Y,
Client Name/Project Name
Date
Description/Cause
Shreveport, LA
April 7,
2017
City -led litigation regarding sewer rates.
Has the Vendor Been Subject to Any Liquidated Damages? (Y N
ify,
Client Name/
Project Name
Li uidatecl Damages
Description/Cause
Imposed
Amount
Date
Imposed
Collected
Amount
Date
Collected
0
S,eicti�on 3: ProW/,,sved
Vendor roust provide a narrative which addresses how the proposed software will meet the
systern requirernents, and how the vendor will approach the implementation of the SOILItion.
This, section shall:
(1) For all proposed software comipoinents, Vendor shall clearly indicate the proposed version,
nUrnber and software narne, the current version number and software name, the planrred
release data for the next version;
enQuesta CIS (modules as described in this RFP)
• Proposed version — v6
• Current version — v6
• Next release date - —2020
Capricorn Web Self -Service (Rebranding and upgrade of our WebConnect offering)
Proposed version — v1
Current version — v1
Next release date — TBID
IBM Cognos Analytics
• Proposed Version — Cognos Analyfics (IBM removed version numbers after Cognos B1 v1 0)
• Current version — Cognos Analytics
• Next release date - TBID
(2) For the proposed software solution indicate the number of current installations and
installations performed in the past 5 years, by type of utility (water, wastewater, electric,
gas, etc.);
no
(' 3) For proposed software, indicate, all supported COMPLIting environments, indicated StApport
for virtual/physical servers, operating systern, and database management software;
10
(4)
Z
OS —fled' Hat Enterprise Linux or IVIS Windows Server
DB — Oracle 12c or MS SQL Server
We fully support virtualized environments and have experience with both VMWare
and Citrix virtualization systems.
Described on -premise versus (;loud/hosted software delivery options,
Oni-Premise: The majority of our customers utilize an, on -premise solution, although each
year more moved toward a hosted/cloud environment. In an on -premise solution, the City
will procure the required hardware based upon the specifications provided by S&S. These
can either be physical servers, or as is more common today, virtual resources within the
City's clatacenter. The City is responsible for the maintenance and upkeep of the hardware,
infrastructure, network, OS and DB.
Hosted/Cloud: Our customers are frequently moving to the cloud, and our last two new
customers each chose a hosted option rather than having the hardware on -premise. In this
scenario, S&S will procure the virtual and physical resources in our state-of-the-art, US -
based datacenter, and we will manage your hardware and infrastructure needs in
accordance with the final SLA agreed upon by both parties. Depending on the level of cloud
services and management required, some additional fees may apply beyond what is
proposed in Form E.
provide a systern overview, inClUdirig an overview of the techniced architecture and the
proposed hardware environryient;
enQuesta is a feature laden, user friendly application which incorporates a perfect balance between
technological innovation and business critical functionality.
rhe onquo0a User In teffare I I I I)
lakes extensive adyarilaqo of
Itate, okhe•art techno4oqies:
DIITML (Dynao* HTML y
(45 (Cascading Style sheetq
AJAX
fAsynchronous hyar chpt and XML
- Rich InternetApplicabons
(f,wil 15F)
Benefit:
Opick Tesponw to, user acUons
Aulwa0r, deplqmenli
Kitfom and Deme
Independence
pet wet roles
Themes 6 "Skins"
the onquesta, 04AMness Tfet , an
j enQtsesla'5 reliable and
object �odeoted, Web $01'VOV
ft databmo
driven Wshwm, kytq:
tea hw0glov
Java
- WL Server D8 on VhrAaws
ti
- Otacto DO urn, Linux ) AIX
•Web 1krykes
Ptumn, erff(Aency of C(kd's Iivge
Scale financial tral1w)COIXI
prof-.essingand poweiful numerical
anaIyils capabilitio
Benefit:
Benefiv
I he QnQuesta'BuMmm I* akows
AInAlcaflam x�jlablity
foi Ainddrd XML� based exchange of..Olgityrlaaare
tn,Wness-to bizineis da to Vansfers
RON nt Naster Rc-cow(y
and inteqmafloninto Ilaeenoupsta
yerwdces
11
CORE DESIGN
The very core of enQuesta is designed based on a standard, three -layer, principle: Isolating
presentation, business, and data logic to provide both a solid foundation and adaptable flexibility.
enQuesta is a browser -based system. The user interface takes extensive advantage of available
front-end technologies such as DHTML (Dynamic HTML), CSS (Cascading Style Sheets), and AJAX
(Asynchronous JavaScript and XML), which deliver a rich, customizable desktop application look and
feel in a web browser container. By developing the user interface with these emerging technologies,
enQuesta is able to quickly respond to user interactions, making selected trips to the server for
updated information in the background, reducing wait -time in the enQuesta user's daily workflow.
This intelligent use of standards -based web code is setting the stage for the next phase of en,Questa
front-end development.
The business layer consists of a collection of core application components which are written
to leverage the right technology for the right job. Because aspects of Service Oriented
Architecture (SOA) are incorporated into the design, enQuesta's architecture lends itself for
extension, providing a very high level of enterprise integration.
The database rounds out the design at the data layer, providing all of the expected industry -
standard RDMBS data access and design tools. To further extend the RDBMS, enQuesta
leverages the "enQuesta Query Layer" (eQL) to provide easy access from third party query
tools.
The enQuesta Query Layer, or eQL, supplies the user with a tightly integrated and user
friendly interface using simple and logical naming conventions. It consolidates all reporting
objects into a single enQuesta database schema. IDatabase tables and data elements with
complex and meaningless inames, are turned into database views and synonyms with
meaningful and user-friendlly names. With only read -access to the database information,
the eQL also provides an additional level of security for the database.
BELOW IS A HIGH-LEVEL SCHEMATIC OF THE OVERALL ENQUESTA APPLICATION ARCHITECTURE.'!
12
14 Infrastrucure Connections, - enOuesta v6
We do support virtualization and have experience working within both VMWare and Citrix
environments.
PROPOSED HARDWARE
Below are the proposed specifications for the virtual servers required for this solution. S&S can
also provide specifications for physical servers if those are preferred by the City, If the City
chooses our hosting option, these resources will be allocated or set up in our partner's
datacen:ter. We have provided both Base and Upgrade specifications, should the City be
interested in more powerful hardware. If choosing our hosted option, the pricing for the Base
solution is included with this response.
IN
14
Account Master Record
Thisrecord ties together the Premise and the (IS.
Ill also defines; the bllhtg mies forthe account.
Sample Act. Number
6-1 2. 3, 0
I'd to: Stays4YthThe Praatae Service Tenant
4ustomers have one account per service type (electric, water, sewer), and all are tied
together tinter a single folio, Men a rustomermoves out, thetenant number oil Ole.
account gets humped up by one, prepaing the premise for occupancy hy,anew cus-
tomer, The account number and current (15 are linked in the master record.
PremiseRecgnrlc
-
Frerypie<eoipnrtaertyinenttuesta)hasauntque
Premisocemordnum r.
kounis Heceiva*Bad Debt (Liens,, Nanknuptues)all stay
with thetrremise
If hankruptsy ocours no Inrther billing or collections process Is
e,
Customer(CIS)Record: %
Eacu pemonInenQuesta Isgherraun4ue(IS ln. ris
The 05Instays Q Itthe a tonter when th ey move.
ctectitlHistnryand Wiling Mhlrestare both attached tothe
CIS, so they will follow the orstomerif they move,
Ma ling addresses arealsofled to the (ISrecord, soyouwill
haw a historyofwhew [be oustomechasprerriously lived
Nletersand Files,
Moo rlrnotarylhnnwitrtriai46N194s14)
-Applk-dilonPmmBse(G il7,Huaute3)
4TICiN tetCkassas,Heodincis)
Metered Savice"F(LA NnecominrgIntothe
Premise)
Items (Metered heutsandflat (harg") All of these are connected to
the kount Master Rect)rd,
Manages all activities at the account level,
Automate the processes necessary to bill customers.
Graphical tool to create complex documents in an intuitive environment
Provide the abifityfor customers to manage budgets,
Allows for the posting of real-time payments.
Allows for the scheduling and automation ofjobs,
Utilities can process adjustments for advanced billing features.
Enables advanced rates and customization at the utility.
A complete GIL module within enQuesta.
Tracks meters and associated devices throughout the system.
Provides invoices for, miscellaneous charges, even for non -customers,
Maintains detail on customer credit and arrangements, also manages an interface to collection agencies.
Manages ba(How device inventory and testing.
Allows for the creation and processing of service requests,
Schedules work orders to an individual or crew,
Manages the new service process.
Manages enQues4s, templated security approach, provides for admin, & (ontrols the Change Register for auditing.
Allows for the administration and configuration of enQuesta,
Allows users to organize and execute their job functions,
A customer self-service portal where customers can perform a wide array of account -related tasks woo CSR invoivement.
A full MobileWork Management solution.
Provides a real-time, fully integrated payment gateway.
Provides hundreds of standard reports, a nd access to our IBM Cognos 81 solution.
The main enQuesta 6 UI provides useful account information on the left, customizable widgets in the main area,
and tabs to deeper information across the top. With just a click users can switch to different customizable views.
The dashboard can be completely configured for each user, so everyone gets their own setup and can view the
information that best suits their job and their individual needs. Widgets can be added, removed, minimized and
rearranged as the user sees fit.
17
Additional information can be found through both toolltip highlights and information -rich popups. These popups
allow users to qu!ickly make changes to the highlighted feature without forcing a full screen, change or refresh.
Once the change is done, just 'X' out and the account is still on the screen.
InstaSearch is available at the top of program (remains through all screens) and provides results as you type and
refine your search. This search is customizable, by user, to only search certain fields and to only display certain
information as you type.
ip
enQuesta 6 contains internal diagnostics for admins to see how the solution is running and assist with root -cause
analysis of issues. Additionally, "X-Ray" mode allows report writers to see the table names of all pieces of data
by simply hovering the mouse over them.
And best of all, onQuesta 6 is completely browser -based and built using Responsive Design. This means it is
completely functional on both tablets and smartphones, as well as automatically adjusting to changing window
siizes on desktop computers, allowing users to interact with the system on, their terms, without sacrificing usability.
IN
(7) describe the software licensing model;
Our software license is based on an internal algorithm that factors in the number of accounts, the number
of services, the expected number of users, and other smaller factors. The license costs provided with this
response are based on the provided number of accounts and number of users. Any significant changes
to those may require different licensing costs. Expected annual growth is accounted for in our
maintenance costs,
(8) describe the schedule of software Upgrades and provide a current rioadmap for the proposed
solution;
There are two types of upgrades to enQuesta, detailed! below. We have numerous plans for the next few
versions of our software, and a Product Roadmap is included with this response, as Appendix A.
Maintenance Releases:
There releases occur approximately quarterly and generally provide small product updates and bug fixes,
if necessary. Any enhancements or changes are generally minor and relatively simple to test. We make
these releases available to our customer's Train/Test environments at their discretion, where the new
solution will then be tested and approved for release (on a schedule set by the customer) to Production.
The cost of these releases is covered under the maintenance contract.
Major Releases:
Major releases of enQuesta provide significant improvements to existing functionality or entirely new
functionality. Major releases are available approximately every two to three years. There is never a new
license fee for these upgrades (it's all covered under the original enQuesta license) but there will be some
professional services required for the installation and configuration of the new solution. The typical
upgrade process takes between three and six months, depending on the size and complexity of the utility.
(9) describe the proposed integration approach;;
We built enQuesta utilizing a service -oriented architecture (SOA) in order to better facilitate
communication between the system and all of the ancillary systems from other vendors that it has to
communicate with. The end result of this extensibility and "loose coupling" of functionality creates an
application that can be adapted rapidly to changing business requirements and market demands. The
following table describes the enabling SOA technologies and standards employed within enQuesta to
ensure iinteroperability,
We currently have over 30 developed APIs for various integrations with our solution, and are, continuously
developing more to make integrations with a wide variety of systems as simple as possible. Below is a
sample of our four most commonly used APIs:
20
!JJJj�I
V E
JJJ
tArrountinfo Diffing History Pie -inquiry Past Payment
stomei Name Wale & Id 11 ('1510(ne15 ReAtimepaymeots
bom & Stators Last W months sed on Street Address
IMI Atow"t (usloommanmetc..
Due Data
Request Extension Payment History
P(Mose 10 Phay kst ffmonft
Cneate Add Notepad
Rlow-upworkorJel WoA Order
Basedona I I
CompleteWAOrder Post Inquiry
FurKtion
cationflistory Payment Hist ry
I'n n mombs Wo,mooto I
Arcount(fedit Inquiry Wait Order History
Sonkelistalus Senke OrM
(10), describe the proposed iniplementation approach;
enQt,iesta hmplementa-flon
The following sections contain an overview of our implementation process, to provide South Bend with
an overall idea of how S&S handles the responsibilities when it comes to installing our product. At the
end of the overview, we have addressed South Bend's individual deliverables as laid out in the RFP.
This overview is broken down into the following sections:
1. Introduction and Phases
2. Project Management
3. Project Tools
4. Hardware and Software Installation
5. Analysis and Configuration
6, Business Process Review
7. Data Conversion
8, Training
9. Product Testing and Go -Live Activities
21
1 ., Introduction & Phases,
To ensure a successful enQuesta implementation, it is necessary to have a clear understanding of what
will occur throughout the project lifecycle, as well as to set clear expectations regarding responsibilities.
Outlined in thins section are the project phases that willl occur throughout the implementation.
Phases
The S&S Implementation Methodology is comprised of four phases — Initiate, Design, Build and Activate.
We believe that breaking down the multitude of individual tasks, processes and procedures into this
simple structure helps provide a defined path through the impiementation process that will mitigate risk
and keep the project both on time andl on budget,
Initiate Phase
Major activities in the Initiate Phase include setting Iproject direction, scope, goals and expectations with
both teams. This phase begins with a Project Kickoff. During this phase, the project managers work to
finalize the, Project Plan, establish team norms, rollout the Communication Plan, issue and risk
management process and change control procedures.
Design Phase,
During the Design Phase S&S will deliver Project Team Training, whiiich is the first introduction to
enQuesta. The objective is to introduce Project Team Members to the basic use and navigation of
enQuesta, while building a conceptual understanding of Ihow enQuesta operates. With this enQuesta
M
knowledge, South Bend can actively participate in discussions and make key decisions surrounding
future business process, conversion data mapping, and reporting. Outcomes of the Design Phase are
acceptance of the enQuesta standard workflows, data mapping documentation, and business
requirement specifications for any out of scope modifications or interfaces. Completion of these critical
steps allow for effective and efficient configuration of the enQuesta application based on the standard
workflows, test planning, data conversion, and agreed upon product engineering in the next phase,
Build Phase
In the Build Phase, the enQuesta environment is set up to enable the standard workflows determined
during the Design phase of the project; conversion programming begins, development of interfaces is
underway, and any agreed! upon modifications are coded. Testing is executed on all core business
processes, agreed upon modifications, interfaces, and converted data, During this phase training will be
delivered, simulation of enQuesta production is executed and operational readiness is assessed for Go -
Live. This simulation includes a full data conversion followed by a production simulation of enQuesta
business processes. The goal of simulation will be to balance legacy system production results with
enQuesta simulation results as well as assess the readiness of the Customer organization by testing the
skills and knowledge of users with the enQuesta standard workflows. This phase concludes with the
development of a detailed Go -Live Plan.
Activate Phase
The fourth and final phase of the S&S Implementation Methodology is the Activate Phase. The Customer
is brought live and is expected to perform their daily processing,/business operations in enQuesta. The
Customer shall assume full ownership of the application and provide front line support to all users. S&S
team members will remain onsite supporting the Go -Live activities for the remainder of this week. After
completion of the first full week of operations, the S&S team will continue to provide support both on -site
and remotely from the VT Office or other assigned home office.
The sections below provide a deeper understanding of the required tasks (for both S&S and the
Customer) within each of the above phases of the implementation.
Customer
Project Kick Off Meeting
Action
X
X
Joint Project Management Plan
Word Doc
Developed
X
X
Hardware and 311 Party
Action
Software ordered
X
X
Hardware and Software
Action
Installed
X
X
Business Process Information
Action
and Data requested and
X
X
received
Business Process Analysis
Word Doc
Questionnaire template
X
delivered
Business Process Analysis
Word Doc
Questionnaire completed
X
X
Prioritized list of legacy
Excel Doc
X
X
reports
KN
Project Documentation portal
SharePoint
powered by SharePoint
X
X.
established
Conversion templates
Excel Doc
delivered
X
List of account types to select
Excel Doc
for data validation identified
X
X
First data extract delivered to
Action
S&S
X
X
Test plan customization
Word Doc
X
X
Jill
MNNNr=$&S
1 Customer
S&S
Customer
Project Team BPA Training
Action
x
X
Business Requirement
Word Doc
X
X
documents,
Business Process Analysis
Word Doc
x
X
Document
Business Process Review
Action
X
X
Test script creation
Word Doc
X
S&S business process testing
Excel Doc
X
X
spreadsheet
Data mapping plan
Excel Doc
X
X
Initial Data validation template
Excel Doc
X
X
Data Mapping
Action
X
X
Training Plan
Word Doc
X
X
Customer
S&S
Customer
Product configuration
Excel Doc
x
X
templates cornpieted
Data Validation
Excel Doc:.
X
X
Template
Initial Conversion
Action
X
X
Testing Acceptance Form
Word Doc
X
x
Modifications & Interfaces
Action
x
x
Delivered
End User Training
Action
X
X
Simulation & Go -live Plan
Word Doc
X
X
Simulation Run I
Action
X
X
S&,S
Customer
S&S
Customer
Go -live — System in Production
Action
X
x
Transition to Support
Action
X
x
— Go -live + 90 Days
2. PrioJect Managernent
The S&S project manager will be completely dedicated to the successful implementation of the en,Questa
CIS solution. We have a strong reputation for implementation success, and talke pride in the fact that we
develop, implement and support enQuesta in-house. Our project managers, implementation team and
24
executive leadership all have many years of implementation experience, with most of that experience
coming from the successful implementation of enQuesta to our group of utility customers.
The S&S project manager will be involved in the project as soon as we are chosen as your vendor, as
we have found that having the PM involved in the negotiations provides a stronger understanding of the
project and scope, and can greatly reduce miscommunication and risk.
All S&S PMs subscribe to the PMI principles and we us MS SharePoint as the project communication
portal for collaboration and storage of project documentation.
Project Management is comprised of the following responsibilities and associated activities: Scope
Management, Change Management, Resource Management, Communication Management, Issue
Management, and Relationship Management.
Scope Management
Scope management is the act of managing the project and its associated deliverables and activities as
defined in the agreed upon statement of work and all contract documents. Proper scope management
ensures that the project plan, is executed according to the tim�eframes and budget defined for this project.
The first responsibility of the S&S PM team is to work with the Customer PM to finalize the project plan.
This finalized plan will serve as the project baseline and will be used to measure project progress.
On an on -going basis and for the duration of this project, South, Bend can expect the S&S PM to update
the project plan on a monthly basis, as well as deliver a Monthly Project Status Report. The delivery of
this status report can be verbal in the form of conference call, or delivered via electronic media. Regular
Project Team meetings will be held bi-weekly via conference call.
It is the ultimate responsibility of the S&S Project Management team to ensure the day-to-day activities
are, being carried out in a manner consistent with defined project objectives and contractual obligations.
Change Control Management
M
Change Management is the process whereby out of scope requests or requirements are documented,
analyzed, assessed for impact on the project and submitted for approval,
The Customer Project Manager will initiate an S&S Change Request Form which commences the
Change Management process. The Change Request shall include such information as a detailed
description of the issue and/or required change. This could include such detail as mock-ups or
specifications. The initial Change Request will be delivered to the S&S PM for consideration of the
followinig: any possible resolution plans, resource requirements, impact to schedule, proposed timeline,
and cost.
South Bend shall expect communication to be managed by the S&S PM during the review period. For all
approved' changes:, the S&S PM will update the project plan to include the additional scope of work, to
include project tasks, durations, and assigned resources, and will then be managed as a part of the
overall project.
At S&S' discretion, some Change Requests will be managed outside the scope of the original
implementation.
For those Change Requests that have financial ramifications, Payment Milestones will be reviewed and
modified as needed by the S&S PM.
The Customer is solely responsible for Organizational Change Management as it relates to preparing
their organization for this change.
0
(hdnge Order Response
Resource Management
Rmeounoa Management iathe responsibility mfboth theS&S PIVI haum and South Bend's PCN. Each PM
is responsible for the oversight and management of the project team members from their naapeobwa
organizations which may inciude employees, contracted consultants and vendors.
TheS&8 PK4will manage S&O resources; the Customer PKQvwiU manage Customer resources and its
third party vendors.
At no time shall S&8 become involved with the oversight orscheduling of Customer resources or the
Customer's third party vendors.
It is the responsibility ofeach PM to, ensure proper resources are available as scheduled in the project
plan. This includes, but is not limited to, attendance in training sessions, team meetings, and conference
calls with third: parties, as well as participation in analysis, testing, and aIll other project tasks.
Changes tothe project timeline orthe project plan due tothe Customer and/or the Customer's third party
vendors may result inachange ofscope and besubject toChange Order.
Communication Management
27
Communication Management is the responsibility of the S&S Project Manager and Project Management
team. At the beginning of the implementation, the S&S RIM will work with the Customer PM to develop a
Communication Plan. The purpose of this document is to ensure that accurate information is
communicated to the right audience in an, efficient andl timely manner.
Issue Management
Issue Management is the responsibility of S&S' PM as it relates to S&SlenQuesta project issues. Issues
will be tracked using a combination of SpiraTest, MS Sharepolint, and Test Track Pro (TTP), S&S' in-
house issue management tool. Issues outside of S&S and/or enQuesta such as Customer network
issues, Customer hardware and third party software issues, would Ibe the sole responsibility of the
Customer PM.
..... .........
..... .... ................. ........ . .
Ill,T,
�1191 W
ft,% In— W.Abo* Wd— C—o— Uot"
se—avin-pt. I .. co.h" when; K"t.
sum lmany: R'p,pn d not. fit on the p4tpe
St.,— VIM Op—, .09—d Co thne-, F,.d 0
IteYwY T)KP.! HIH11 0.11, fkkl,m
Type: E lncrn—t Ft—I,nnality
P.l.tilth 2 Punt,
Piod.m kWMCKAE
(:..ni, .........
RMA 0
5.—hy- 3 MedE.-
Entered by� l Support Rep. Mike
(),ne
Serial N-
A—t Tag 9
love-i— F/, trekms Z!W4E— W.d,,—prnJ
13nkM1 r d—, �k, VITI—y
0— & and cotlannit & in flo, falEoMng ("t will be noldred when this work Otto iliang.s
1 Add
RZ3AM
I I i ON 12 36 PM
V M .ae to ft.?
RE' wh— 1. fiV W,d,
khtilo
It'i,1114008 ehnm
RE: Vyh ro to A1
Ann—
11114�1009 A 21
0.1et.
R, Who. 111.
4120fik It 21 Phi
t 1Y 112)3
RE whoo re tfil?
'0d C—Porn ni IP
1
A
I 4 If 0 ; � & I
� Apply 11 C.11-1 LU ql�_, _J
L.9g.d In as: Ad-inr—Car
The S&S PM is responsible for the tracking and resolution of all contract issues that arise during the
implementation. Issues will be tracked and a log wiIi be created summarizing the status of all outstanding
issues. It is the S&S PM's iresponsibiliity to communicate the status and progress of issues to the
respective parties on a regular basis.
In cases where a resolution path cannot be agreed upon or identified between the Project Managers, the
issue would be escalated to the Executive Sponsors for resolution.
When an issue has been analyzed and it is determined that the solution requires a change in scope, the
issue will be escalated to the Change Control Process.
Relationship Management
Relationship Management is the responsibility of the PMO and respective Project Managers. The S&S
PM will serve as the central point of contact for all/ Customer project -related needs. The S&S PM is
responsible for managing the project to the deliverables specified in the Statement of Work and contract
documents. Implementation issues are, the responsibility of the S&S Project Manager, and supported by
28
the S&S Implementation Team until such time as this project closes and services are transiti'oned to the
Support Desk.
S&S will assign an Executive Sponsor for the duration of this project. We also recommend that South
Bend assigns an Executive Sponsor. This ensures the needs of all parties are being met. Executive
Sponsors shall interact and/or meet on a mutually agreed upon basis and may engage on any type of
issue.
The graphiic below illustrates one potential team structure for this project. Final named resources will be
determined by South Bend and S&S during contract negotiations.
01
; 3. Project Tools
Our implementation team uses a variety of tools to ensure that the management of the project is on track.
This begins by utilizing Microsoft Project to create the project plan. We also utilize Test Track Pro, MS
SharePoint, and SpiraTest, Test Track Pro is an issue resolution system that is used to log and track
issue resolution internally at S&S, SharePoint is for the mutual sharing of iinformatiion between the teams,
and SpiraTest is a tool used by both teams to manage and track issues.
A screlenshot of SpiraTest is provided below, and screenshot of SharePoint is provided in the previous
section. Test Track Pro is used internally within S&S.
�G, HTW ImWin f:gl Q&,W I P4 Refte I rJJ C— C, DQN tau
Qmpla,lag I - 10 G,fl 0 Ito 1ndd.'yp I. h1s p4ujef Folt,unq I PIT, bi 91aM,0er Pjtoffly t I ,,[
4 113me, AT
Too LTA
SNN. AV
PIWIty AT IDA T Detected By AV Creelion DJIa A7 Ihvi
ml
44 q
Eu,, r -ak P'U
008827 RWAUMI
e94K`2016 P01
T, -'f
1!v,J,On 41 G.
aVI`
hud'M
A�Oved
u Oman
2944-20 16 DM.
o
A—g-d
5rtQ09822 Hnmv N1,
294i-2016 Gat
J
hVde,d
A9,gd
RJ,088920
28-H016 PJA
0 1 1,
lndOM
4,lg.,d
U009807 '01
2341-2016 Plk
,"
J N,:j, A f j, v M F R, R,:�: j r
Rqmt
11,706855 The-1130,11
GO
ei
Oul,lll i"Al-1-J 11�,
a
Mq*�O
rwpf,�M�
MUM M-g. I'mi,
2241-23 16 Wh
InmldeM
W066A
V 11,"MI I
A'"vt
NlaY in
C 80 1 ""p
22-H-2016 Gut
J P f
P,.p .
11100
1MarnianaFi
C4Iflg#ZA
It, MOO cewhe P.—
2241-2016 DA,
N.0,
t_f,
rctdA-11"gH
fe
U0087M
22 N-2016 G'.)
viokm
NI'd
111008737 4tA31hPI PO A
22 14-10 If, Gnt
0 S11 F T�jI a I
VS i w.d
111000797 C-i. F.1.1o.
22-H-20 16 Fish
4. Hardware and Software Installation
S&S Responsibilities
S&S will provide the hardware specifications to enable South Bend to place the hardware order with their
vendor. The hardware will be delivered to the customer site, at which time the Customer will be
responsible for the integration of it into their environment. Remote assistance from S&S team (through a
VPN connection) will be provided on an as -needed basis.
During the period of Go -Live, it will be necessary to have S&S' IT team available to monitor the hardware
performance and perform any tuning that may be required. Any additional hardware not previously
installed will need to be implemented at this time, including such items, but not limited to: Cash
Printers/Drawers, Scanners, etc. After Go -Live, S&S and the Customer's IT department will have
responsibiiity for the ongoing hardware maintenance and support to ensure the application is working
within operating system performance specifications.
Technical Training takes place following setup of the hardware. This training prepares the Customer's
Technical Team with knowledge to support the required hardware, connectivity, and communication
30
protocols. This training also prepares the Customer's Technical Team to support load testing activities,
production server configuration, testing activities, and security configuration.
With the initial configuration of the hardware, all core vendor operational software must be installed and
configured. Once the installation and configuration has been completed, all functionality of this software
will be tested and proven,
Customer Responsibilities
The Customer will be responsible for the server footprint (hardware enclosures, power, etc.) and to
provide the necessary space within their data center to accommodate the hardware configuration.
The Customer will need to provide a stable hardware and network environment and a minimum of one
(1) System Administrator to support and maintain the network related hardware and software.
The Customer will need to follow S&S defined back-up procedures. Back-ups will include the entire server
including program files, database and system files as S&S recommends and instructs. The backup
procedures are defined in the enQuesta System Administration Manual, which will be provided as part of
the core documentation.
The Customer will need to provide an uninterruptibde power supply (UPS) capable of supporting the
application and database servers and! hardware for a period of time long enough to support normal shut
down, running on battery backup power.
The Customer will need to provide connectivity to the enQuesta server (or servers if the Customer either
a) has or will have both a Production and Train server or b) has or will have both a Production Application
and Production Database server allowing S&S to provide secure, authorized remote support by utilizing
one of the following methods:
0 Cisco ASA5505 Security Device residing on the Customer's network
• Site -to -site connection compatible with S&S'CISCO 3005 VPN Concentrator
Our preferred network connection would be least 1.5Mbps with all servers put into a DMZ. The Customer
will need to provide a PostScript Level 2 printer to support enQuesta service order printing should
hardcopies be needed.
Hosted Soltuion
If South Bend chooses our hosted option, these responsibilities differ somewhat. S&S will allocate the
required resources at our state-of-the-art hosting facility and install/test the enQuesta installation there.
The City will be required to establish and maintain a connection, over the Internet, to the hosting facility.
Hardware maintenance is covered through S&S, and the level of involvement of City resources in the
updating, installing, patching and general maintenance of the OS and Database will depend upon the
level of cloud services requested by the City.
31
ffislmI
The following outlines our process for business requirements identification and change:
Discovery and Analysis. Systems and Software makes use of a formal Business Process Analysis
(BPA) methodology to align utility business practices with enQuesta standard workflows and gather
information necessary to begin enQuesta product configuration and data mapping. The BPA process
begins with S&S gathering documentation, tariffs and regulations, and process flows from the utility on
existing business practices. This information, in addition to the utility's legacy data, is reviewed by S&S
SMEs to prepare for onsite analysis sessions with utility SMEs.
In these onsite analysis sessions, S&S SMEs review each functional area of the utility and enQuesta
software (e.g., Billing, Cashiering, Credit & Collections, Metering, Workflow, etc.) to discuss existing utility
business practices, present enQuesta standard workflows and configuration tables, discuss data
mapping logic and identify potential gaps between existing utility business practices and enQuesta
standard workflows. After these analysis sessions, S&S SMEs work with the utility to provide
documentation on either changes to existing utility business practices or enQuesta standard workflows
that need to be made to emulate utility business criticali workflows in enQuesta appropriately. It its
assumed that the utility will adopt enQuesta standard worki'lows, and change their processes where
flexible; thus modifications will be identified, scoped and documented only if absolutely necessary. Once
the BPA documentation is provided and signed off by the customer, S&S and the utility will move into the
product configuration phase of the project.
Soft Configurations. S&S will set the initial standard workflow control file settings and load the system
with the standard configuration. South Bend will then be responsible for editing these configurations
based on training provided by S&S, Soft configuration tables in enQuesta serve both to define utility data
types (e.g., towns, zip codes, cycles, routes, etc.) and govern the functionality of the enQuesta standard
workflows. (e.g., disconnect criteria table, budget criteria table, move out/in workflow table, etc.). S&S will
provide the utility with standard enQuesta workflow product configuration values and data in live, train
and/or test environments and the utility will configure the remaining soft configuration tables to emulate
the onQuesta standard' workflows and business practices discussed and documented in the BPA phase
of the project.
Product Configuration
Standard Configuration
S&S will load the standard product configuration tables for the functional areas and items below.
Master List of Configuration Tables
S&S will provide a master list of product configuration tables that can be configured for each module.
The Customer is responsible for finishing the configuration of the system.
enQuesta Query Laver/Business; Intelli-genc
Scope
06
The implementation cfonQu*utaQuery Layer functionality imtargeted for "Go-Live^hnconjunction with
the planned onQoesta implementation, The specific mnQoeata Query Layer implementation scope
Implementation ofthe emQuoxtaQuery Layer including the CmQnoaserver configuration and installation
of all necessary software, The Cognoe metadate Content Stone will reside on the enQuemta Production
server as a separate schema in the Production enQuesta database. It is expected that only current client
PCs that access en,Questa will be used to access the enQuesta Query Layer.
�� �� . �� Review
��, u���������� Process o ������ew
Business Process Review Goal
The goal ofthe business process review |ohoalign the Customer's business processes with the
enQuesta standard workflows. There will be an enQuesta standard workflow review period with S&S
and the Customer tnpresent the Customer with the en(Jueata standard workflows and conduct agap
analysis to identify any gaps in key business processes that may require re -configuration or system
modification,
The adaptation of onQuenhn standard workflow does not require system modifications. System
modifications will beimplemented only aoidentified innegotiations and/ orupon customer request and if
the appropriate change order has been approved byboth parties.
S&S will document those modifications for each process flow in the Business Requirement documents.
The Customer must sign -off on the Business Requirement document(s) before any new modifications or
interfaces are developed.
Customer Responsibilities
The Customer will need toprovide S&Swith business process flow charts and additional documentation
on their business critical utility business practices (e.g.' rate charters, local/state laws and regulations
that govern business prauboes, internal training mmabarim|e, etc.). S&SvvU| use this information to prepare
for the gap analysis against the onQuostestmndlmrdwmrkUowm.
The Customer will need to provide resource availability in the appropriate business process areas (e.g.,
Bi||ing, Customer Serviue, Cash, Credit and Collections, New Servioea, Meter N1ana0ement, etc.) to
review Customer utility business process with S&S personnel during the gap analysis against the
mn(Juestostandard workflows.
The Customer will need touse nnQoesta standard report documentation tomap existing reports inthe
legacy system toenC)u*obastandard reports.
S&S Responsibilities
G&Swill conduct a discovery session with the Customer to review their business process requirements,
existing processes and requests tochange orimprove business processes.
S&S will then present and review the proposed enQuesta workflows (using standard configuration where
possible) in ediscussion format with the Customer.
S&S will provide the Customer with standard nnC)umotm report documentation on the canned reports
included with the base system.
For system modifications or interfaces, S&S will complete Business Requirement documents to ensure
business alignment can be achieved through programmatic modifications. These documents will be
submiRted: to the Customer for approval. If additional scope is required, a change control will be
processed.
S&S, will complete Business Process Analysis Documents that contain workflow steps and configuration
requirements of the proposed enQues,ta workflows in, each functional area (e.g., billing, cash, credit &
collections, customer service, metering).
7. Data Conversion
The data conversion process consists of several activities grouped into the following three segments:
• Data Sources Assessment
• Data Conversion Design and Testing
• Data Conversion Execution
The assessment segment entails identification and analysis of the data sources including defining a
repeatable method for extracting data from the sources. Data mapping and verification, as well as the
preparation and testing of conversion routines are accomplished during the design and testing segment.
During the execution phase, data is moved from the various sources to the target system using imethods
developed in the previous segments. The conversion process is executed in two parts: initially in an
iterative manner to perform parallel billing and testing; then finally immediately prior to production, Go -
Live. We will work with South Bend to determine the imost appropriate data format that will allow for ease
of conversion for both parties.
MA
P=Primary Responsibility S=Secondary Responsibility
Provide list of data that needs to be, converted along with major P
enQuesto tables that will be populated and applicable valid codesiranges.
Create legacy data definitions P
Create and perform standard data extractions from legacy systems P
Dinit test extracted data for validity P
Cleanup of data in legacy systems P
Perform data import into enQuestaP
Provide expert resources to answer questions about legacy systems and extracted
P
data in a timely manner.
Map data between legacy system extract and enQuesta S
P
Sign -off on data mapping
P
Create Data Validation template & list of accounts to validate S
P
Deliver any relevant data extract templates if necessary P
Extract data with relevant data extract templates complete
P
Cleanup of data in legacy systems
P
Develop conversion scripts for import of data intoenQuesi`a
Provide expert resources to answer questions about legacy systems and extracted
data in a timely manner
Perform balancing tests between legacy systems and extracted data files'
Perform balandng tests between extracted data files and enQuesta
Perform data validation on accounts in legacy and enQuesta systems
Conversion issue resolution
Cleanup of data in legacy systems
Perform simulation conversion
S
P
P
S
S
P
P
S
P
P
S
Sign -off on simulation and Go -Live balancing tests P
35
We use a three -phased data conversion process to systematically understand, map and convert your
legacy data to enQuesta.
Assessment
The assessment phase entails identification andl analysis of the data sources including defining a
repeatable method for extracting data from the sources. We lead the assessment effort and provide
documents describing the data required for successful import into enQuesta. The data conversion
generally includes:
1. Service streets
2. Metering devices
3. In -stock meters
4. Balance table (converted as receivable only)
5. Premises
6. Customer accounts that are either active or that have balances
0 Personal information
Contact information
Account balances
• Notes: Converted individually by date provided that each note currently has a date and is able to tie
to a premise or account number. If not, they will be, converted into one large note.
7. Consumption history — 3 years
8. Billing history for individual transactions — 3 years
9. Unbilled meter readings
10. Deposits and prepayments
11. Services
Design & Testing
At the start of the Design & Testing phase, we lead an analysis of enQuesta data requirements and
available legacy data to establish a conversion plain. S&S, will then hold a data mapping workshop with
the Utility where trainingi will be provided on a) the enQuesta data model and b) how to provide legacy
data in the format of the enQuesta data model. The Utility will then map the relevant legacy tables and
fields to the enQuesta data structure and develop a repeatable process to extract the legacy data into
templates that S&S provides. (Receiving the data in the S&S format ensures that the standard, tried and
true conversion programs execute conversion iterations accurately and provide standard reports of data
that needs to be cleansed. These routines are tested using the extracted legacy data and the results are
verified.
Execution
During the execution phase, data is moved from the various sources to the target system using methods
developed in the previous segments. There will be three (3) conversion runs, which will include: a test
conversion, a simulation conversion and the final Go-Uve conversion. Extensive balancing tests are run
to verify the conversion extracts match your legacy data, giving us a high degree of confidence on the
final data conversion that is run immediately prior to production Go -Live.
This effort estimates for data conversion based on our current understanding of data conversion
requirements and assumptions based on our experience with similar implementations.
M.
�� �� . .
�� N��U�U���
. " ~="" """ "��
The success of an onQummta implementation relies heavily on the skills of your project team and end
users. We employ a phased -training approach, developing the skills of your user groups throughout the
implementation and providing immediate opportunity to apply newly developed skills, This approach
ensures each user group is prepared to successfully perform their job functions at the appropriate time.
Our training program is based on the industry accepted ADD|E training cycle. This five -phased
instructional approach places a core focus on the learner — in your case the user — and is broken into the
Analysis
- -``
Amoso and Ank0yeo Mwfe~`
Evaluate Design
Evolvallo
_
Analys,is Phase
The purpose of the Analysis phase is to define the training needs for the Client, identify the user groups
participating in the training, and define the objectives for each training program, along with the materials
that support those programs, These definitions and objectives are identified in a Training Plan, developed
byS&S. The complete Training Plan defines:
� Training requirements for each Client user group
° Method of training delivery (instructor delivered, distance learning WebEx)
w Curriculum and reference materials required to support the training programs
° Classroom requirements and logistics necessary tosupport the training program
We deliver User/Training hHohix template, which your team would populate with all enQuesta users by
job function according to the maximum number ofusers defined inthe final contract. S&5works with
South Bend to confirm that course requirements are identified for each individual based on, their job
function. This matrix is used throughout the training cycle to define and update the training mnhodu1m.
and *m|idsde that each individual is enrolled in the training necessary to successfully perform their job
function at Go -Live,
37
Design Phase
The purpose of the Design phase is to identify how the complete training program meets the needs
identified in Analysis phase. The design requirements for all training materials affected', by the Analysis
phase are defined, including customizations purchased by the Customer.
During this phase, the User/Training Matrix is completed and is used to design a training schedule for
each of the training programs including:
9 Project Team Training
• End User Training
Classroom set up should accommodate a minimum of 10 individual workstations, and class size shall not
exceed 15 participants per session.
Development Phase
The purpose of the Development phase is to produce the training materials needed to support the
Implementation phase. Training programs will utilize standard training materials; however these
materials are tailored as necessary to reflect the business processes identified during the Business
Process Analysis phase, of the implementation.
Implementation Phase
During the Implementation phase, we deliver all training materials created in the Development phase.
The comprehensive training program is delivered by our trainers, using a synchronous approach
including:
• [instructor -de livered classroom training
a Hands-on lab exercises during classroom training
• Distance learning technologies (WebEx)
Our classroom training approach is scenario -based, hands-on, and perform anice-based with objectives
that drive the content. Hands-on exercises provide practice that mirrors the objectives for the most
beneficial learning outcomes.
Evaluate Phase
The success of your training experience is based upon the participant's performance during and after the
training program. Objectives are defined and communicated at the be,ginining of each training session.
The participants have specific and measurable goals to reach throughout each course.
The instructor monitors the participants' proficiency in lab exercises and class participation to ensure the
training objectives are attained. The skills of each user are measured through hands-on lab exercises.
Based on your team's proficiency, we may identify areas where remedial training is required.
Additional Training Resources:
401
Project Team Orientation
S&S' project hamm orientation training provides your team members with an overview of the common
processes in mnqumota, basic system mmvigahon, and an understanding ofhow the various modules in
enQmostm be together. South Bend's teem will immediately apply that knowledge throughout the BPA
Project Team Training
S&S' project team training prepares your team members to conduct testing activities in enQuesto. The
|nmtnuo0mn includes a combination of |eotuna, demonstration and hands on lab exenciaee, allowing
participants the opportunity touse their processes and data inmoQoeota. Curriculum includes applicable
modules and the S&S testing overview. mnC}umo&oAdministration & Troubleshooting, the Administrator's
Portal and Security training are also included in this training program.
End User Training
S&S isnot proposing: End User Training delivered byS&S.but rather aTnmm-thw-Tren,erapproach. 8&S
will be onsite to perform training to the City's eventual trainers, and will provide support during the end
usertnuinin�. If South Bend wishes to consider full, vendor -led End User Training, G&S can supply this,
but mtamadditional cost.
The moQuextacourse catalog identifies the course titles and standard course durations available for
enQuesta training. It defines in detail the objectives, audience, and pre -requisites for each, course.
39,
-resting and Go-L.ive Activities 9., Product
Product Testin
All testing will be conducted in the TrainingtTesting environment. The Training[Testing environment will
be refreshed periodically as requiired throughout the testing period.
S,&S Responsibilities
S&S will complete unit testing for product modifications and interfaces.
S&S will deliver a Test Plan. Details of this plan include a description, roles and responsibilities and an
execution plan for the testing. S&S will also provide the Customer with customer business process test
case examples and our standard test case template to help the Customer create their business process
,and interface test cases for system testing. Test cases will be created in SpiraTest. S&S and the
Customer will map the functioinall requirements to these test cases.
As testingi issues are identified, S&S will report issues in a timely manner and in, writing. S&S will log and
track MI testing issues in both SpiraTest and Test Track Pro (TTP).
Simulation
The Customer will initiate a Simulation Go -,Live to take place prior to the actual Go -Live weekend. This
simulation will provide a 'dry -run' of the Go -Live activities., The Customer will lead, manage the project
and execute the testing activities for Simulation. The Customer is, responsible for testing all business
processes, including interfaces, 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 during normal business hours.
Go -Live
"Go Live" indicates the date on which the Application Software, is operating in a production environment
at the Customer's primary place of business. The S&S PM will lead the Go -Live activities and is
responsible for developing and executing the Cutover Plan which details the activities and sequence of
events to take place leading up to the Go -Live.
no]
194
100%
CHECKPOINT S� Stahni Call - ensure tasks, are on target
DX625d
211 all-0 15
2� 13120 1 S
PS5
IMSS 197E
they w I be entered, mI. ianig�,al. d.n.g Data Validation
186
100%
p , on', billing exceptions - if yes, ri me cycle tS via the script
0. �25d
2MV20 15,
2V t MO l 5
briting, juist the batch process
too
100,16
Ensure the Kubra payments, files from CheckFree, and Mes from
0A125d
211312015
ZMM5
19:2
t00%
Swap-mOIJ Motors that need tin be hi - create work order
0 2Ed
7101 WN 15
2111W17015,
1814SS
li-94
cycle 13 tor Cycle 14, then change from 2 motors to i
there are no pending rears - ifebla role penching raises after cycia �3,
t 96,
lau%
Verdy non -Banner data sources (IDU spreadsheet, Lattong file, Mater Test
0.625d
73 1 W20, t 9,
2'113,2 D 15
1 E14SFI
dataq
work order is closed
9
Of - MOVE to after crycre 10 - Run a query aim cycifes that are not behing
9,25d
2�1322915,
2P 3,2015
1S4S,S
'2US,209
that need in be hiKed piriar to corweersion
NEM) post g ci hve. A rats not Currently trilled in Elann er, need to be
non -meter ser,.,�ces. mittl out row
ZDZ
Mufti
#4 - Report accountstimat need, correct rycie cra,ge for spA accounts -
0.2Ed
2A 131TO f 5
2,1 3,�2 0 15
1 84:S S
I I
On -Site Team
The S&S Project Teem. including the PM and Business Lead, will beon-site beginning on the Friday
before Go -Live. The primary responsibility ofthe Project Team at this point is toensure asmooth
beginining of the cut -over activities. Additional members of the Project Team may be deployed'throughout
the weekend to conduct on -site testing, data validation, and the final billinig parallel.
System Balancing
It will be necessary for the Customer to provide the necessary bi|Uimg reports to balance billing in the
legacy system tmmnQueata. S&S will perform the final billing parallel and the Customer shall verify trial
balances for accuracy and grant final authorization to proceed. This concludes the Go -Live preparations.
First Week Post Go -Live
After execution of the Cut -over Plan and the official �o-Live, the Customer will assume ownership of the
enQueeta application and its day-to-day management and support. TheS&S Project Team will nammio
on'Viteduringthe0rstweekof8o'Uwatoaosiotinany|sauenaso|uMon.meweUmnbnprovidmmmntmrmhip.
guidance, and support. The Customer is responsible for primary support of business processes and end
users.
During the first week of Go-Live.edei�lywrap-up meeting will beheld. This meeting will befacilitated by
the S&SPM and the primary goal is to review the activities of the day and report any issues. This meeting
is to be attended by the S&S and Customer Project Teams. Each individual shall report on the events of
the day, any problem areas and/or problem users, and goals for the next day. This meeting will serve as
an important vehicle for sharing information across the Project Teami, especially when remote locations
are a factor,
The S&S Business Lead will be responsible for tracking issues throughout the Go -Live week. Issues will
be tracked in SpiraTest. These issues will be reviewed in the daily wrap-up meetings and a final llist will
be delivered to the Customer at the completion of Gio-Live.
Post Go -Live
Upon conclusion of the Go -Live, S&S will provide a combination of remote andl onsite support services
for the initial three months and production -critical support services from S&S' facility in Vermont.
Outstanding issues are documented and prioritized. Regular status reviews between S&S and the
Customer will be h6ldto review outstanding issues.
Em
enQuesta Chat.
enQuesta Chat lets your customers engage with your service representatives
without leaving your she or disrupting their online experience, It offers re-
al-time assistance and the ability foryour representatives to reach out to cus-
tomers to offer assistance. enQuesta Chat isn't justabout chatting though.The `
modules Intelligent visitor tracking and rulesets allow you to dynamically
Invite visitors to chat, offer promotions and advise automatically based on
that Individual visitors behavior. All conversations are captured and stored'
within enQuesta for reporting purposes.
Wader mart Water Budget:
This module allows for the implementation of a custom-
er-based water budgeting program that provides Information
on theirspecific water consumption. It also provides the factors �
for each customer that are used in the enQuesta billing process
to calculate the ustome(s water budget bill.
Utilities that have successfully implemented a water budget
program have seen the following results::
a Stable revenue stream
. Decrease in residential i water use by 24
Decrease in landscape water use by 49%
6 Increased customer satisfaction and acceptance of conser-
vation efforts or legislation
• Decreased infrastructure or capacity requirements
• Revenue source for conservation programs funded by inef� f
ftcent users
Readiness to respond to drought emergencies,
11=1W I
I V
This section of the proposal Should establish the qualifications and time commitment to project of the
proposed project impllementatioin and! Support staff, This section shall:
(1) provide education, experience, and applicable professional credentials of proposed project
staff;
Please see our response in question #2 below for a list of resumes for the, proposed S&S Project
Team.
(2) furnish brief resumes for, the proposed Project Manager and other key personnel;
Please see the following four (4) pages for the proposed Project Manager and other key personnel
for the completion of this project.
(3) indicate adequacy of labor resources, utilizing a table projecting the labor- lour allocation to
the project by individual task, see Proposal Form F;
Form F is complete and available on the pages following the resumes..
M
Twenty years. of experlerlce with Customer information System (CIS] products for
utilities Includes project rmanagertient and buuness ptocess anaVis at systenrts and
Sodt%vare for the last S years as v l as 15 years of project and program management
workingi for a udhty Responsible for the overall project management of now CIS
implementations and, upgrades. This Includes Working closely vrlth clients to create
and achieve project objectives, creating and managing to the Project Managemmnt
Plan and maintaining the project schedule in accordance with the Scope of Work
-
PE1! EVANT EXPERIENCE
Senior project Manager, Systems and Software
• enQulestav5.0upgrade, NfilwatrkeeMier Works; FuR'yintegrated including
Billing. cSs, cash Management GL. and mbcont'ueck (III p(C'greyS)
• Ph" 11 of erpuesta Cis Implementation, Anaheim PublIc Utltlde5,. Prcl ct,
Close on 6r,011 7.
• enquesta vs.0 upgrade, South coast Water District fully Integrated Including
Billing. EBPR CSS.Cash Management cA, vvebConnect and Got app. (Go-uve
Jan'17)
• enritlesta v4.5 upgrade. City of Santa, Ana: fully Intetdrawd Including Bllifng,
EBpP, C&S, Cash Managen-wnt, GL, vVebCortmct and co app. (Go -LW Nov
'161
• englesta'v4 5 implementation, Anaheim public Utihd(]6� This multiproduct
Implementation.. Included Bil ling, EBPP, CSS, c&G,. AR, GL, WebConnect,
Mobile work Management Enterprise setMce Bus and Automated Metering
interface Integration (GOUVe Jun °1al
• Phase Ill.. of Watersnaart conservation program,, Valencia water Company.
Included new tiered rate structure for Landscape irrigation and
commercial customary (Go-LN@, Jan 't 2)
Valencia Water Company, Customer Service Manager
• Customer Project Manager for two CIS Implementations Incliuding Billing,
EUPP, CSS, C&C, AR, GL, Webconnec.t (enQuesta implementation.2007-2008)
Meter Reading solution, Backflorw, Accounts Receivable and Treasury
proquim and solutions management
• Let] an Indtnsuy-rerognized water conservation billing program change
known as watetsmaft
California Water Associatiort, Customer Service Chairperson
• Represented all Class A large utilities governed by the California Public utilities
C,ommt'ssion.
EDUCATION & QUALIFICATIONS
• Passed Project Management Professlonal (PMPi training course, Prs;lect
Management Institute nMI accreditation In progress
• MS ProJecL I, II and Advanced Certlficatlon
• Bachelor Of SdenCV, BtrslnQSs Administration.
m
BRIAN GOTTSCHALK
SIEI�1410r[14 u M P I", M, III,"",, INIT prl10110,31"0 u UFA N1
Backflow, Meter Reading, Metering, Work Order, and Customer
Service Subject Matter Expert.
Train and mentor the clients core team members with how to
set-up and execute the enQuesta software white assisting with
training the End User community.
Key participant in the conversion mapping process.
1:1 DIONT-1111 001 13W.141591 1 F111 I ld ray,% A rol 14 ki
BA, History
23 years of relevant experience, including 12 years with S&S.
and enQuesta.
Cocincis Impromptu Certified', Skilled in UNIX, LINUX and SQL
Queries.
RELEVANT EXPERIENCE
Technical expert in numerous areas of enQuesta, including, Work
Orders, Meter Management, Meter Reading, Cross Connections,
hermits, Document Design, Document Printing, Security Setup,
Operator Setup, Printer Setup, General Billing, Ca:sh/t)eposit5, GIL
Has provided services for a large number of S&S customers,
including:
• Aiverside Public Utilities, CA
• Anaheim Public Utiliftles, CA
as SFMCC) Energy. M1
• Azusa Light & Water, CA
• Valencia Waiter Company, CA
• Clarksville Gas & Water, TN
• Metro Water. TN
• Ventura Water, CA
• City of Santa Ana, CA
Skilled in Business Process Analysis, Business Requirements
Analysis, enQuesta process documentation and training
Provides customer GO -Live support
Provides customer issue resolution support
ER
f
kl��M:14
■
..... ....
161V"WiwlwJS1"()WliCU,iNWN, SM6;
. Overall. conversion Management
. Lead and Develop Conversion Mapping Sessions
. Author the Master Conversion Mapping Document
. Author and Manage the conversion Plan(s)
. Author and Execute Conversions
EDUCATION & QUALIFICATIONS
. 2 Year "tech rgroe, Electrical Technology
. 20 years with Systems LL Software, Inc. and enQuesta
. Authored and executed tI Large Water/Sewer Conversions
RELEVANT EXPERIENCE
Lead conversion expert for a vast majority of S&S implementations.
including the following.
Ana:lte!lm, CA.
Arlington utilities
City of Atlaunta
Attgtl9�ta Water LItllltles
AZVS% , CA
Central Arkansas Water
Clarksville Gas Water
Detroit. Water sewerage
El Paso Water utilities
EPB of Chattanooga
Village of Fraeport
Massewta El"lc iaepartment
Lexington ttv tLFucGI
Metro Water Sentences
city of Minneapolis
South coast Water DISUIC't
Montgomery Water it Sewer
City of Milwaukee
City of Redlands
SEMCO
Village of Tupper Lake
Town of Wolloboro
City of Rtverslde CA
until EleotrlC and Ga,s
Well -versed in an array of meter type. Integrations, including
AMI advancements.
Designing and writing meter reading interface routines for over
20 years. He is familiar with all major metering vendors and
MDM systems.
AREAS OF EXPERTISE
. Conversion of New Customer's Legacy Data Into enQuesta
• Analysis and Development of Meter Reading Interfaces
• Device inventory Interfaces
4%
BUS114ESS LEAD,'HtHii,i(i
ROLE & RESPONSIBILITY
• Business ILaa& Aid the Projocl Managor in tho linwly implementation
of tho CIS proj(x-.t.
• Billing Subject Matter Expert: Analyze fl-w billing needs of tho ukility,
• Training: I rain tho ond uvws in thri officiencyof tho application
Foftwaro,
. Trarn-ffie. I rainer iFISULICtrion
EDUCATION & QUALIFICATIONS
. Liberal Arts Degree (Nassau Community College)
RELEVANT EXPERIENCE
201 O-Prosent sygilka'am, a Irm,
scrilor Implementation consultant;flusinmrs l.oad for two rim
enquosta Irnplommitations and three Ljfx ,jurdes. Prirnary fbtais
has been in the billsing area, tAJL also promdasassistanco in other
areas as vMl based on krality experronce
wr6pmrsibiltum,, tricludO
Husim's 1(yad
• Analysts Of ('ustornet 13051nM5 rKV.ds and prilvitcm, for
Billlr,Kl
configuration of the software to meet the noccls of the
CUMGM(N
DMUmonta ilon of the proposod carifigufarron and
l"1113k3nnentation of thosoftwam"
Training the end kiwis
1989-2010 14,10, kNoAtm sevvixo'
Dit(IC[Of Of Hill ifIg ar'd ctmoi nor service wsponsible for all
vigfino. cusimmr servica (.,ollecirom and motor ivvirinwrit
OPOrad(0) AhotoSpOn'JUP for all Month i nd closing and
mputing ofAccourim, Pecelvable.
ir2mporrkilrtjm induclod:
" Managing tho daily upwatrom, of the officc,
. croatirwj all firurtclal roports for AccrAints flacmable.
" Symom Adminmiramf of rim, 0lsum
" customer Roicct maroger for the 19911 em)umla CIS,
IMPIUMMMUOT) al'Id all W1X'0-'q1JVnt upgrade:
. manaijing all (Aficoand Moto mpivurwit porsonri(4.
4 1 ralrong of all c4fico personnel oil the en(AX-5ta us syvtoal
01
PROPOSAL FORM F
ll I!' %111W.1017 ampffl-141 It Z1�� DL 11 [17 f
The Vendor is expected to identify the estimated hours proposed for each major task identified in.
the table below. The Vendor should indicate which tasks will be sub -contracted, if any. In
addition, the Vendor is requested to identify the associated time expected for City staff. This
estimate will help the City identify the number of FTE's to consider for the project.
Task Description
Vendor
Hours
Sub-
Contractor
Hours
city
Staff
Hours
Implementation Services'
Project Management
1,059
N/A
850
Fit Gap Analysis
Functional Design
569
711
N/A
N/A
569
711
Non -Production Environment
100
N/A
20
Testing
498
N/A
996
Training
280
N/A
800
Production Environment
1.00
N/A
20
System Cut -Over to Production
588
N/A
588
Final System Acceptance
336
N/A
336
Data Conversion
Memos, Notes and. Contact Records
30
N/A
30
Employees
30
N/A
30
Customers
70
N/A
80
Accounts
70
N/A
80
Premises and Service Points
70
N/A
80
Dunning
30
N/A
30
Financial History - Payments, Billings, and
Adjustments
80
N/A
100
Rates
30
N/A
30
Meter and Device Inventory: Installed and Stores
70
N/A
80
Meter Reads and Consumption History
30
N/A
30
Service Order History
30
N/A
30
Deposits, Autopay
30
N/A
30
Documents and Attachments
List any either dal a conversion objects proposed by
vendor to achieve the system requirements. Add rows cis
necessary.
30
N/A
30
Integrration
Interactive Voice Response (1VR) — Outbound Dunning
20
N/A
20
Utility Billing System Proposal Form F - Page t of 2
Task Description
Vendor
Hours
Sub-
Contractor
Hours
City
Staff
Hours
Interactive Voice Response (IVR) — Outbound Leak
Notification
20
N/A
20
Interactive Voice Response (1VR) — Customer Self-
Service
20
N/A
20
Meter Reacting
40
N/A
40
Bill Printing
60
N/A
60
Collections Letter
20
N/A
20
Payment File — FirstSource
25
N/A
25
Real -Time Payment Posting
27
N/A
27
Payment File — Metavante
25
N/A
25
Payment File — CheckFree/Fisery
25
N/A
25
Payment File — HillPay/MARS
25
N/A
25
Payment File — PayNearMe
25
N/A
25
ACH Withdrawal — FirstSource
30
N/A
30
Customer Relationship Management — Customer Contact
Information and Service Address Outbound
20
N/A
20
Customer Relationship Management — Customer
Activities/Interactions and Notes Outbound
Customer Relationship Management — Customer
Activitics/Interactions and Notes Inbound.
20
20
N/A
N/A
20
20
Customer Relationship Management — Service Order
Interface
20
N/A
20
Customer Relationship Management — Account
Information
20
N/A
20
Rlemos Waste Management. Software
50
N/A,
50
County Property Records
15
N/A
1.5
Mailing Address Verification
25
N/A
25
List any other interface objects proposed by vendor to
achieve the system requirements. Add rows as necessary.
t�fiiJii�%I�d'ii0'411
Vendor to List Proposed Modifications
Vendor to List Proposed Modifications
Vendor to List Proposed Modifications
Vendor to List Proposed Modifications
/a
Utility Bolling System Proposal Form F - Page 2 of 2
(4) identify key personnel proposed l 'o perform the work in, the specified tasks and include
major areas Of SUbGOVISUltant work and ffi6r, percent of time committed to other
projects;
Listed below are the position descriptions and roles for the project. Additional development,
support and professional services team members may be utilized for specific areas of the
implementation, depending on the needs of the City and the project. Given the amount of time
before the potential project start date, the involvement of specific staff members cannot be
guaranteed, but as the City's vendor -of -choice we will work with you to determine an acceptable
support staff.
Overall Project Management and Oversight
Project supervision and oversight will be handled from an executive level by Cameron,
Mahbubian and Sean Pendergrass, Cameron, our GM, will be the Executive Sponsor for the
project. Cameron will provide overall leadership of S&S, and will work with the City's Executive
Sponsor to ensure that our mutual goals remain aligned:, throughout the implementation and
beyond. Sean Pendergrass, our VP of Professional Services, will act as head of the Project
Management Office, providingi, leadership to the entire implementation team and working with
other teams within our organization to ensure the City and the project have access to the
resources they need.
Project Manager— Mary Green
The Project Manager serves as the overall leader of the implementation project. They are
responsible for all client -owned project deliverables and resources, along with coordinating our
resources on the project to ensure that it remains on schedule. The Project Manager will be
responsible for facilitating communication between the project teams, and both client and S&S
management.
Business Lead —Theresa Barry
The Business Lead is responsible for the execution of the Business Process Review,
configuration, testing, simulation and Go -Live activities. The Business Lead will also facilitate
the coordination of SME involvement as necessary.
Product SM!Es — Brian Gottschalk, Richard Rasmussen (and others as needed)
Product SMEs are functional experts in various areas of onQuesta. They provide their complete
knowledge of configuration options and their general knowledge of utility workfiows to provide
our customers with results that matter for their business. Our functional SMEs also provide our
core -team and end user training, ensuring that our customers have direct access to our solution
experts.
Conversion Lead — Russ Aubertine
The Conversion Lead is the SME responsible for extracting data in a repeatable process from
the legacy system. Additional responsibilities include assisting with legacy data cleanup,
determining data mapping rules, completing data conversion templates, and addressing
questions posed by the City, Business Lead and Project Manager.
Reporting Lead —Carol Tahami
W
The reporting lead' will assist the City with configuring our reportingi solution, to meet the needs
of the City. They will also be active in the Business Process Analysis workshops, where the
required reports to be developed will be finalized. The Reporting Lead will) them work to develop
any new reports required by the City for S&S development prior to Go -Live.
(5) include a project organization chart which clearly delineates con"itniLunica,tiori/reportilig
relationships among the project staff; and
South Oend C* Project
50'ream SOU0110
(6) include a statement that key personnel willl be oin-site for go live and available to the
extent proposed for the duration of the project plus siixty days after go -live,
acknowledg:ing that no person designated as "key" to the project shall be removed or
replaced without the prior written conct,irrence of the City.
they personnel will be on -site during Go -Live week, and S&S will maintain an on -site presence
(almost always with the listed key personnel) for two months following the Go -Live. We don't
anticipate replacing any personnel listed as "key" in the agreed upon Statement of Work, but
wound consider language stating The City's involvement in decisions regarding "key" personnel.
The exact language of such a clause would have to be mutually decided.
50
In this section, the vendorshaH use ProposaI F "orrn 13 - References to provide the firm's, experience
in perforr-ning sirniW work for-, at a rninirnUrn, ffiree municipal or water Utility clients of sdrrrilar size
and nurriber Of ',3CCOUnt,,; within the last five years, Any referenced project shall furnish the narne,
fitle, address and telephone number of the person(s) at the client organization who Is (are) rnost
know iIedgeablIe about the work performed. Vendor May also supply references from 0101Er work
not carted iri thIs section as reIated experiencle,
These references aiay be contacted for a site visit as weld.
Please see the following pages for our response to Proposal Form B — References.
'M
PROPOSAL FORM B
REFERENCES
Please provide at least three (3) project maharamces of current or former clients with a sirniUair
engagement inthe past 5years. Provide project refenamcesintheforrnatshovvmbeUmxv.|mdkvidwa|
sections ofthe form may bereoioedtoaccommodate project information. Supplemental sheets
may also beattached tothis Proposal Form with the project nanneidentifiednneachshee1. Copy
this form esnecessary tuprovide information for each reference project.
Reference Name
Organization
Position
Martha S,egal
Metro Water Services
Assistant Director
Address
City
State
Zip Code
1700 Third Avenue
Nashville
TN
37201
North
Contact Email
Telephone Number
CIS Implementation
Contract Date: April' 2010
Go -Live Date: January 2�012
Project Description
Accounts: 112,000 Electric; 62,000 Water; 102,000 Sewer
Hardware: IBM Power, 82014-E8A
Reference Name
Organization
Position
Jeffrey S. Kimel
The City of Greensboro
Account Supervisor
Address
City
State
Zip Code
Doom P-1111
Greensboro
NC
27402
P.Q. Box 1170
Greensboro, NC 2740�2-1170
Contact Email
Telephone Number
°effwki a reensboro-nc. tav
(336) 373-2639
Project Name
Project Status, StartlEnd Dates
CIS Implementation
Contract Gate: 200
Go -Live Date: 2004
Project Description
enQuest 4
_CIS
-Web+Connect
-GO
-Chat
Accounts: 32,000 accounts; Water & Sewer
Hardware: IBM Power, AIX
53
Reference Name
Organization
Position
City of Atlanta
Y. Felicia Clayton M�oses
Department of Watershed
Senior �Customer Servic�e
Management
Manager
Address
City
State
Zip Code
661 14th St NW
Atlanta
GA 30318
Contact Email
Telephone Number
fclayton@a,tlantaga.gov
(402) 546-1289
Project Name
Project Status, Start/End Dates
Start: 2005
CIS Implementation
End:2006
Project Description
eniQuesta 4
,-CIS
-WebConinect
-Chat
Accounts: 160,800 acc,oun�ts
Hardware: RedH�at Linux, Oracle
go