SYSTEMS & SOFTWARE, INC. 1B (2) - 2016

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SCOPE AND RESPONSIBILITIES Proposed Scope • The core CIS (Billing, Service Orders, Collections, Customer Care) and ancillary modules will be ported forward to allow for continued use of existing functionality. • enQuesta system interfaces that are currently licensed will be ported forward and maintained in their as -is state, unless modified per this Statement of Work. (See Appendix - Attachment A - Interface List). • enQuesta system modifications and enhancements that have been implemented by the Customer will be ported forward and maintained in their as -is state, unless modified per this statement of work. The customer has elected to implement the following new features: New Features Last This enhancement list serves as a basis to describe selected major features and changes within the enQuesta product release. Advanced Search Advanced Search provides a quick, powerful way to locate customer accounts. After every keystroke a new search is sent to the server. Similar to a Google search, the idea is that the user checks the results as they type. If the result they are looking for is not within view - they simply keep typing to further refine the search. The goal is that each search is satisfied without the user having to scroll or page through the results. Advanced search allows for partial names to be entered. For example Jo' will match upon Jones,' `john,' or `journal st.' Behind the scenes it is creating a wildcard query. So for example `jo' is sent to the server as Jo *'. This is very powerful and means that the user doesn't have to completely type each term they are looking for. For example a query of Jon sol' might be all that is needed to find customer Jones living on Soldano Ave. The_Inauiry Portal Advanced Search feature has been enhanced to allow users to save_Rersonal search criteria sets for future use. Also, users who are configured to see the same Inguiry Portal view have the ability to save and share search - criteria sets. Routing Work Orders via Work Queue Some work orders require follow -up tasks outside the work order itself. For example, a follow - up call to make sure a recent complaint has been resolved. Work order types can be configured to assign such tasks to specific employees by e -mail and to generate an entry on their Task Routing Work Queues to organize and facilitate these follow -up tasks. Things like: • Calling back two weeks after a complaint to ensure that the customer has been satisfied • Sending an e-mail • Mailing utility literature /documentation • Arranging a replacement refuse bin for a customer with a broken bin City of Santa Ana - enQuesta Upgrade Statement of Work Page 5 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject to the California Public Records Act