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LAWSN <br />Systems & Software's process assistance guide library includes standard best practices for: Work Flow <br />(Automated Service Orders), Utility Billing, Payment Processing /Cashiering, Credit & Collections, and Meter <br />Management. <br />Standard User Guides. <br />User guides are comprehensive, task oriented reference manuals that explain the enQuestaTm modules, <br />processes, tasks, and functions. They provide an overview of what users can do with the application, identify <br />the recommended best practices in enQuestaTm, describe and explain the various tasks that utility personnel <br />can perform in the application, and provide detailed instructions for performing these tasks. <br />Subcontractor's user guide library contains a separate user guide for each module in enQuesta TM including: <br />Inquiry & Navigation, Utility Billing, New Service, Customer Service & Call Tracking, Payment <br />Processing /Cashiering, Credit & Collections, Meter Management, Automated Service Orders, Skeletal G /L, <br />Backflow, Workflow Process Assistance Tool, Configuring enQuestaTM, and Security. <br />Standard Training Documentation. <br />The training documentation includes scenario -based instructions and hands -on lab exercises to reinforce the <br />learning of all instructional objectives. These materials are used in a classroom environment to provide users <br />hands -on experience, executing new business processes so they become optimally trained users of <br />enQuesta TM. <br />Subcontractor will post .pdf versions of the training materials on the Customer Portal for reference and printing. <br />The City is responsible for producing copies for each attendee of each class on or prior to the class start date. <br />Standard System Administration Guide. <br />The Standard System Administration Guide explains the procedures and tasks necessary to support and <br />maintain the enQuesta TM infrastructure. It explains: Administrative Roles & Responsibilities, Storage <br />Management, User Management, Network Management, Printer Management, Backup Management, <br />Monitoring Performance, Client Management, the Data Layer, Web Based Reporting, Web Server <br />Management, and Troubleshooting. <br />Standard Reports Catalog <br />Subcontractor provides hundreds of pre- formatted reports designed to use daily, monthly, yearly and in- <br />between. This catalog includes reports that are accessed from all the major enQuesta modules and processes. <br />The Reports Catalog provides the paths needed to locate the reports in enQuesta. The field and criteria <br />descriptions on the screen images provide information on the type of data that can be acquired from each <br />report. The report samples provide a preview of the report before it is run by showing the organization of the <br />data. <br />Subcontractor Responsibilities <br />Subcontractor provides the City with a User/Training Matrix. Training includes one session for each course <br />listed in the Matrix, with the exception of Inquiry & Navigation (120) Workflow for CSR's (320), Cash & Payment <br />Processing (710), which will each have multiple sessions. <br />Subcontractor will develop a complete Training Plan that defines: <br />Training requirements for each of the City's user groups. <br />Method of training delivery (instructor delivered, distance learning (WebEx), <br />independent learning, or external 3rd party vendor training). <br />Curriculum and reference materials used to support the training programs. <br />SOW- SantaAna- 12Feb08 vFina1_v2.doc Confidential 79 <br />