Loading...
The URL can be used to link to this page
Your browser does not support the video tag.
Home
My WebLink
About
25D - AGMT AND AMEND FOR UTLILITY BILLING SOFTWARE
REQUEST FOR COUNCIL ACTION CITY COUNCIL MEETING DATE: FEBRUARY 18, 2020 TITLE: AWARD AGREEMENT WITH SYSTEMS AND SOFTWARE, INC. IN THE AMOUNT OF $3,361,516 AND AMEND AGREEMENT WITH UTILIWORKS CONSULTING, LLC IN THE AMOUNT OF $75,592 FOR UTILITY BILLING SOFTWARE UPGRADE PROGRAM MANAGEMENT; AMEND APPLEONE AGREEMENT IN THE AMOUNT OF $350,000 FOR CONTRACT EMPLOYEE SERVICES; AMEND INVOICE CLOUD, INC. AGREEMENT IN THE AMOUNT OF $210,000 FOR CONTINGENT UTILITY PAYMENT KIOSK AND PAYGO SERVICES /s/Kristine CITY MANAGER CLERK OF COUNCIL USE ONLY: APPROVED ❑ As Recommended ❑ As Amended ❑ Ordinance on 1st Reading ❑ Ordinance on 2ntl Reading ❑ Implementing Resolution ❑ Set Public Hearing For_ CONTINUED TO FILE NUMBER RECOMMENDED ACTION 1. Authorize the City Manager to execute an agreement with Systems and Software, Inc. for a comprehensive upgrade of enQuesta, the City's utility customer service and billing system, necessary for Advanced Meter Infrastructure integration, an integrated workforce management system (enQuesta Link Mobile) and an enhanced Customer Portal environment (Capricorn). The agreement would include software license and support for a 6-year period commencing March 1, 2020, and expiring December 31, 2025, with provision for 2 renewal options ending December 31, 2029 exercisable by the City Manager and City Attorney, in a base amount of $3,144,516 and a contingency amount of $217,000, for a total not to exceed $3,361,516 for the term of the agreement, subject to non -substantive changes approved by the City Manager and City Attorney. 2. Authorize the City Manager to execute an agreement amendment with UtiliWorks Consulting, LLC for project management related to the City's utility customer service and billing system upgrade in a base amount of $68,720 and a contingency amount of $6,872, for a total not to exceed $75,592 for the term of the agreement, subject to non -substantive changes approved by the City Manager and City Attorney. 3. Authorize the City Manager to increase the Human Resources part-time vendor contract with AppleOne Employment Services, an ActOne Group Company, to pay for five (5) part- time Customer Service Representatives (two and a half (2.5) full-time equivalent bilingual 25D-1 Award Agreement with Systems and Software, Inc. and Amend Agreement with UtiliWorks Consulting for Utility Billing Software Upgrades, Program Management February 18, 2020 Page 2 Customer Service Representatives) for a time -limited amount of twenty-one (21) months beginning April 1, 2020, not to exceed $350,000, subject to non -substantive changes approved by the City Manager and City Attorney. 4. Authorize the City Manager to execute an agreement amendment with Invoice Cloud, Inc. for contingent forty-five (45)-month pre -paid lease for Payment Kiosk equipment, software and services in the amount of $135,000, and PayGo 7-Eleven store/CVS Pharmacy remote utility bill payment services for 36 months in the amount of $58,500, including a contingency of $16,500 ($5,500 per year), for a total amount not to exceed $210,000. DISCUSSION The Public Works Agency has been working on the planning and design of the Advanced Metering Infrastructure (AMI) project. The AMI project involves the replacement of the City's existing water meters with new smart meters, which are capable of being read automatically and provide the consumer with up-to-date information on their water use. The proposed project is extensive, involving the replacement of approximately 45,000 meters, the upgrade of existing software and integration of new software and database systems, and the installation of a network of data collectors and transmitters. Grant Opportunities The Public Works Agency in anticipation of this project has been securing grant funding, identifying meter operations goals and objectives, along with business process update requirements and public communication outreach plans in preparation for the AMI deployment. To date, the City has been awarded a $4.0 million grant from the State of California Natural Resource Agency and potentially may receive a $1.8 million grant from the Federal Bureau of Reclamation for the AMI project. The total AMI project cost is estimated to be $17.8 million and the balance not covered by grant funds will be paid for using Water Enterprise capital improvement funds. Staff continues to seek additional grant funds to further reduce the net cost impact to our ratepayers. Staff is also evaluating funding options for the AMI project, including using existing Water Enterprise Fund balance and debt financing and will return to the City Council with recommendations in the future. Through the AMI project development and preparation activities, staff has identified the need to upgrade the City's utility customer service billing system and temporarily augment personnel levels in the Municipal Utilities Services (MUS) section. In order to provide for an effective AMI transition and to allow for the full implementation of AMI smart features, such as an interactive customer portal and increased field and customer service tasks, staff recommends upgrading the current billing system to be AMI-ready and additional MUS staff to meet the needs of the public as the City proceeds through AMI implementation. Water Billing System Upgrade Staff recommends approval of an agreement with Systems and Software, Inc. for the City's existing utility customer service and billing system, enQuesta, to be upgraded from version 4.5 to version 6.0 as outlined in the Amended Agreement (Exhibit 1). In order to ensure the City is keeping up with best practices as they relate to utility customer service and billing technology, a comprehensive upgrade for enQuesta is needed, which includes, but is not limited to, the following: compatibility with Automated Meter Infrastructure (AMI) systems, enhanced Customer Portal 25D-2 Award Agreement with Systems and Software, Inc. and Amend Agreement with UtiliWorks Consulting for Utility Billing Software Upgrades, Program Management February 18, 2020 Page 3 environment (Capricorn), and mobile tablet and smartphone application services (integrated workforce management — Link Mobile). Water Billing System Background The City initially converted from a custom in-house legacy customer service utility billing system to enQuesta in March 2009. The existing version of enQuesta was implemented in 2016 as part of an interactive voice recognition (IVR) integration and upgrade. The enQuesta system is used by staff to manage over45,000 municipal utility service accounts (water, sewer, refuse, and sanitation) and to process over 324,000 municipal utility services bills each year. Making a timely transition from enQuesta version 4.5 to version 6.0 will allow the Public Works Agency to pursue the AMI meter upgrade project and allow for full integration between the AMI systems and enQuesta; by doing so the City will be following in the footsteps of comparable local cities, such as Anaheim and Brea. Staffing Options To provide adequate MUS customer service support during the multiple user acceptance testing periods, which will run serially over a 21-month period and which will require the participation of full-time customer service members, staff recommends an increase of $350,000 to Human Resource's AppleOne Employment Services contract (Exhibit 4). This funding increase will allow temporary hiring of five (5) supplemental part-time bilingual Customer Service Clerks for a time - limited term of twenty-one (21) months beginning April 1, 2020. Funds for this recommended staff augmentation exist within the Water Utility Budget. Invoice Cloud (Kiosk Payment Option) The City's existing integrated walk-up payment kiosk purchased in FY 2011-12 received partial replacement parts in 2017 but is in need of multiple hardware and software upgrades and ongoing future program hosting and maintenance. To address the issue of continuing support for enQuesta MUS customer payment options, staff is recommending that the walk-up Payment, which is at the end of its service life, be replaced with a new unit that supports updated hardware and software. The City's MUS merchant payment processor, Invoice Cloud, is also a fully authorized provider of walk-up kiosk payment solutions per their partnership agreement with Kiosk Information Systems, Inc., the City's original walk-up kiosk payment system provider. Invoice Cloud is willing, as an amendment to its existing renewal agreement for merchant processing services, to extend its contract with the City by two (2) years and offer a contingency option, solely exercisable by the City, for a fully updated payment kiosk hardware and software solution (Exhibit 2). This optional solution would utilize Kiosk Information Systems -certified hardware, software, hosting services, and program maintenance, and would be exercised on a 45- month prepaid lease basis beginning October 1, 2020 and continuing through June 30, 2024 for a net amount not to exceed $135,000 (all costs included). The Kiosk "go -live" would be coordinated with the conclusion of Phase One of the enQuesta upgrade in which all basic version 6.0 functionality necessary to support AMI is enabled, and this solution would initially cover all walk-up MUS payments (87% of current Payment Kiosk transactions) and could then be extended at the City's election to Dog License and Business License Tax payments. Please note, while customers do utilize the kiosk system during normal business hours, the overwhelming majority of customers utilize the Payment Kiosk when City Hall is closed (e.g. — transactions over the 2019 Holiday City 25D-3 Award Agreement with Systems and Software, Inc. and Amend Agreement with UtiliWorks Consulting for Utility Billing Software Upgrades, Program Management February 18, 2020 Page 4 Hall closure totaled 362). Specifically, the Kiosk totals on a monthly average 288 transactions, while the Cashiering counter averages on a monthly basis 6,195 transactions. Invoice Cloud (PaVGO Payment Option) Complementing the payment kiosk option is an additional customer payment option titled "PayGo", also provided by Invoice Cloud based upon an amendment to their existing agreement (Exhibit 2), would enable MUS customers to pay their MUS bills while shopping at 7-Eleven Stores and CVS Pharmacies. This option would be for a three-year period on a pay-as-you-go basis, beginning July 1, 2021 through to June 30, 2024, for a base amount of $58,500 and a contingency of $16,500 ($5,500 per year), for a total not to exceed $75,000, based on the City absorbing customers' PayGo transaction charges at the rate of $2 per payment transaction and assuming a volume of 9,750 transactions per year. The PayGo "go -live" would be coordinated with the conclusion of Phase Two of the enQuesta upgrade, in which all complimentary and supplemental functionality is enabled, such as the enhanced Customer Portal Environment (Capricorn), the mobile tablet and smartphone application services, and integrated workforce management (Link Mobile). Utiliworks — Protect Management On May 7, 2019, at the conclusion of a competitive bid process, the City Council approved an award to UtiliWorks Consulting, LLC (Utiliworks Consulting) to provide planning and implementation services for the AMI project. UtiliWorks Consulting has been performing exceptionally well in the preparation of AMI requirements, business process reengineering and RFP preparation. In Recommended Action #2, staff recommends amending the contract with UtiliWorks Consulting, LLC (Exhibit 3) to provide utility billing software upgrade project management services. Thorough data conversion, testing and training in a phased, controlled deployment ensures a successful transition to better automation and service management within billing services and the Public Works Agency. UtiliWorks Consulting is also providing project management services for the AMI installation. The following costs (to include contingency dollars, license and on -going maintenance fees escalated at 3%) are expected: Below is the summary of costs by fiscal year FY 2019/20: 1) Upgrading existing enQuesta customer service information (CIS) system and ancillary utility billing software modules (enQuesta Link Mobile and CIS Module) from version 4.5 to version 6.0 and maintenance for each module - to be completed by 8/31/2020 (base amount $512,512.50, first year of software Support & Maintenance $27,250, Travel expense $28,000, plus $42,500 overall contingency) 2) Information Technology Agency professional programming integration services as required (base amount $25,000, plus $1,250 contingency) 3) AppleOne Employment Services staff augmentation of five (5) supplemental part-time bilingual Customer Service Clerks ($50,000) 4) UtiliWorks enQuesta CIS Upgrade Program Manager services — (base amount $68,720, plus $6,872 contingency) 5) Invoice Cloud for contingent forty-five (45)-months pre -paid Kiosk Payment Services Lease - $77,143 25D-4 Award Agreement with Systems and Software, Inc. and Amend Agreement with UtiliWorks Consulting for Utility Billing Software Upgrades, Program Management February 18, 2020 Page 5 FY 2020/21: 1) Upgrading existing enQuesta customer service information (CIS) system and ancillary utility billing software modules (enQuesta Link Mobile and GIS Module) from version 4.5 to version 6.0 and Maintenance for each module - to be completed by 8/31/2020 (base amount $137,037.50, Travel expense $42,000, plus $9,000 contingency) 2) Upgrading existing enQuesta customer service information system Customer Portal (Web Connect) to Capricorn (to be completed by 6/30/2021) — (base amount $185,000, 1st year of maintenance $15,000, Travel expense $15,000, total $215,000) a. Contingency for additional CONSULTANT integration services and Travel expense - as required- for Capricorn Customer Portal - $37,000 3) Licensing and Maintenance for modules installed FY 19/20 - $209,931 (plus $14,000 miscellaneous contingency, total $223,931) 4) Information Technology Agency professional programming integration services as required (base amount $25,000, plus $1,250 contingency) 5) AppleOne Employment Services staff augmentation of five (5) supplemental part-time bilingual Customer Service Clerks (base amount $200,000) 6) Invoice Cloud for contingent forty-five (45)-month pre -paid Kiosk Payment Services Lease — $57,857 FY 2021/22: 1) On -going Licensing and Maintenance - $216,229 (plus $14,000 miscellaneous contingency, total $230,229) 2) AppleOne Employment Services staff augmentation of five (5) supplemental part-time bilingual Customer Service Clerks (base amount $100,000) 3) Invoice Cloud for contingent pre -paid PayGo Services - $25,000 ($19,500 base charge, plus $5,500 contingency) FY 2022/23: 1) On -going Licensing and Maintenance - $222,716 (plus $14,000 miscellaneous contingency, total $236,716) 2) Invoice Cloud for contingent PayGo Services - $25,000 ($19,500 base charge, plus $5,500 contingency) FY 2023/24: 1) On -going Licensing and Maintenance - $229,398 (plus $14,000 miscellaneous contingency, total $243,398) 2) Invoice Cloud for contingent pre -paid PayGo Services - $25,000 ($19,500 base charge, plus $5,500 contingency) FY 2024/25: 1) On -going Licensing and Maintenance - $236,280 (plus $14,000 miscellaneous contingency, total $250,280) OPTIONAL YEAR TERMS 25D-5 Award Agreement with Systems and Software, Inc. and Amend Agreement with UtiliWorks Consulting for Utility Billing Software Upgrades, Program Management February 18, 2020 Page 6 Option 1: FY 2025/26, FY 2026/27 and FY 2027/28 (3-year extension) - $752,226 (plus $42,000 miscellaneous contingency, total $794,226) Option 2: FY 2028/29 (1-year extension) - $265,935 (plus $14,000 miscellaneous contingency, total $279,935) STRATEGIC PLAN ALIGNMENT Approval of this item supports the City's efforts to meet Goal #7 - Team Santa Ana, Objective #5 (create a culture of innovation and efficiency within the organization). ENVIRONMENTAL IMPACT There is no environmental impact associated with this action. FISCAL IMPACT The City has received grant funding from the State in the amount of $4.0 million for the AMI project. As this software upgrade is necessitated by the AMI project, grant funds will be utilized on a reimbursement basis as allowable by the grant. The grant award agreement limits reimbursable expenditures for this category of work to a maximum of $1,099,080. In accordance with the grant agreement, the funds are awarded to the City for the execution of the AMI project with an expiration date of May 1, 2024. If the City fails to proceed with full implementation of the AMI project by the agreement expiration date, the City will be required to reimburse the state with interest. Funds for these awards are budgeted and available in the Public Works Water Quality & Control Account (No. 16417642-66220) in the amount of $869,246, the Water Utility Capital Projects Accounts (No. 06617647-66301 and No. 06017645-62300) in the amount of $869,147 and Information Technology (10920143-62306) in the amount of $2,258,715. Funds will be budgeted for expenditure as follows: Accounting Unit - Fiscal Account No. Fund Description Accounting Unit - Account No. Amount Year (Project No.) Description 16417642-66220 PW Water Quality & CA Natural Resources Grant — Control Improvements Other Than Building$654,958 FY 2019- 06617647-66301 Water Utility Capital Water Capital Projects $57,147 20 Pro ects 06017645-62300 Water Contract Services -Professional $50,000 Admin/En ineerin 06017645-62300 Water Contract Services -Professional $77,143 Admin/En ineerin Fiscal Accounting Unit - Accounting Unit - Account No. Year Account No. Fund Description Description Total Amount Pro ect No. PW Water Quality & CA Natural Resources Grant— FY 2020- 16417642-66220 Control Improvements Other Than $214,288 Buildings 21 06617647-66301 Water Utility Capital Water Capital Projects $252,000 Projects 25D-6 Award Agreement with Systems and Software, Inc. and Amend Agreement with UtiliWorks Consulting for Utility Billing Software Upgrades, Program Management February 18, 2020 Page 7 06017645-62300 Water Contract Services -Professional $200,000 Admin/En ineerin 06017645-62300 Water Contract Services -Professional $57,857 Admin/En ineerin 10920143-62306 Customer Service Software Maintenance & $223,931 Subscription 10920143-62306 Customer Service Software Maintenance & $230,229 Subscription 06017645-62300 Water Contract Services -Professional $100,000 FY 2021- 22 Admin/En ineerin 06017645-62300 Water Contract Services -Professional $25,000 Admin/En ineerin 10920143-62306 Customer Service Software Maintenance & $236,716 FY 2022- Subscription 06017645-62300 ateneerin Contract Services -Professional $25,000 23 Admin /Engi10920143-62306 Customer Service Software Maintenance & $243,398 FY 2023- Subscription 24 Water 06017645-62300 Contract Services -Professional $25,000 Admin/Engineering FY 2024- 10920143-62306 Customer Service Software Maintenance & $250,280 25 Subscription FY 2025- 10920143-62306 Customer Service Software Maintenance & $257,368 26 Subscription FY 2026- 10920143-62306 Customer Service Software Maintenance & $264,669 27 Subscription FY 2027- 10920143-62306 Customer Service Software Maintenance & $272 189 28 1 Subscription FY 2028- 1 10920143-62306 Customer Service Software Maintenance & $279,935 29 Subscription TOTAL EXPENDITURES: $3,997,108 Table of Costs by Fiscal Year: Accounting Unit- Accounting Unit -Account Fiscal Year Account No. Fund Description No. Description Total Amount (Project No.) PW Water Quality & CA Natural Resources 16417642-66220 Control Grant — Improvements Other Than Building FY 2019- $839,249 Water Utility Capital 20 06617647-66301 Projects Water Capital Projects 06017645-62300 Water Contract Services- Admin/En ineerin Professional PW Water Quality & CA Natural Resources 16417642-66220 Control Grant —Improvements Other Than Building FY 2020- $948,076 Water Utility Capital 21 06617647-66301 Projects Water Capital Projects 06017645-62300 Water Contract Services- Admin/En ineerin Professional 25D-7 Award Agreement with Systems and Software, Inc. and Amend Agreement with UtiliWorks Consulting for Utility Billing Software Upgrades, Program Management February 18, 2020 Page 8 Software Maintenance & 10920143-62306 Customer Service Subscription Software Maintenance & 10920143-62306 Customer Service Subscription FY 2021- $355,229 06017645-62300 Water Contract Services- 22 Admin/En ineerin Professional Water Contract Services- 06017645-62300 Admin/En ineerin Professional Software Maintenance & 10920143-62306 Customer Service FY2022- Subscription $261,716 Water Contract Services- 23 06017645-62300 Admin/En ineerin Professional Software Maintenance & FY 2023- 10920143-62306 Customer Service Subscription $268,398 24 Water Contract Services- 06017645-62300 Admin/En ineerin Professional FY 2024- 10920143-62306 Customer Service Software Maintenance & $250,280 25 Subscription Fiscal Accounting Unit - Accounting Unit -Account Year Account No. Fund Description No. Description Total Amount Pro ect No. FY 2025- 10920143-62306 Customer Service Software Maintenance & $257,368 26 Subscription FY 2026- 10920143-62306 Customer Service Software Maintenance & $264 669 27 Subscription FY 2027- 10920143-62306 Customer Service Software Maintenance & $272 189 28 Subscription FY 2028- 10920143-62306 Customer Service Software Maintenance & T $279 935 29 Subscription TOTAL EXPENDITURES (Not To Exceed): $3,997,108 APPROVED AS TO FUNDS AND ACCOUNTS: Nabil Saba, PE Kathryn Downs, CPA Acting Executive Director Executive Director Public Works Agency Finance and Management Services Agency 25D-8 Award Agreement with Systems and Software, Inc. and Amend Agreement with UtiliWorks Consulting for Utility Billing Software Upgrades, Program Management February 18, 2020 Page 9 Jack Ciulla Chief Technology Innovations Officer Information Technology Department Steven Pham Executive Director Human Resources Agency SV/RR/WH/AG Exhibits: 1. Agreement with Systems and Software, Inc. 2. First Amendment to Renewal Agreement with Invoice Cloud Agreement 3. First Amendment to Agreement with Utiliworks Consulting, LLC 4. First Amendment to Agreement with AppleOne Employment Services 5. State of California Natural Resources Agency Grant Agreement 25D-9 EXHIBIT 1 u: Y:t U:: : Ilul►Y It':111, 1►: t111 THIS AGREEMENT (hereinafter "Master Renewal Agreement') is made and entered into this 18th day of February, 2020 by and between Systems & Software, Inc., a Vermont corporation (hereinafter "CONSULTANT'), and the City of Santa Ana, a charter city and municipal corporation organized and existing under the Construction and laws of the State of California ("CITY"). CITY and CONSULTANT shall hereinafter collectively be referred to as "the PARTIES". RECITALS A. The PARTIES entered into that certain Agreement A-2008-053, dated March 3, 2008, (hereinafter "Original Agreement") by which CONSULTANT has licensed to CITY, utility billing application software, along with support and maintenance of such software. B. The PARTIES successively entered into: (1) a First Amendment to that Agreement (A-2010- 016) on February 10, 2010 to clarify the process for annual renewal of support services and to amend the calculation by which the Support Service Program cost will be adjusted; (2) a Second Amendment to that Agreement (A-2013-003) on February 13, 2013 to amend said Agreement to extend the Term by one-year with the option of two additional one-year renewals; and (3) a Third Amendment to that Agreement (A-2016-039) on March 15, 2016 to extend the Term by three (3) years beginning with the 2016 calendar year with the option(s) to further extend said Agreement for two additional one (1) calendar year periods (2019 and 2020), including an upgrade to the enQuesta Customer Service Information Service and Utility Billing Software application (version 3E) as described in Exhibit 1 of said Agreement ("enQues&a to version 4.5 as described in CONSULTANT enQuesta Upgrade Statement of Work, dated February 16, 2016, incorporated therein by reference as Exhibit A. C. The PARTIES agreed to compensation as total payment for its services, the rates and charges identified in Exhibit A in accordance with the Payment Schedule as set forth in Appendix F. The sum to be expended thereon under said Third Agreement not to exceed $225,500 for the enQuesta version 4.5 upgrade. In addition thereto, the PARTIES agreed to accept the enQuesta software maintenance payment schedule as set forth below: Base Contract Period (2016 & 2017 & 2018) Basic Software System + Upgrade Maintenance 2016 Calendar Year - $137,236+ $0 = $137,236 2017 Calendar Year - $142,725 + $15,000 = $157,725 2018 Calendar Year - $148,434 + $13,000 = $161434 Total = $456,395 Optional Contract Period (2019 & 2020) Basic Software System + Upgrade Maintenance 2019 Calendar Year - $154,372 + $13,520 = $167,892 2020 Calendar Year - $160,547 + $14,061 = $174 608 Total = $342,500 25D-10 The total annual sums set forth above represented the maximum software maintenance payment schedule. The annual sums due and payable did not exceed said annual amount computed in accordance with Section 4, SUPPORT SERVICES, subsection C "Enrollment & Pricing" as amended pursuant to the First Amended Agreement (A-2010-016) which provided that the minimum annual increase was 2.5% and the maximum increase would not exceed 4%. D. The PARTIES now wish to enter into a Master Renewal Agreement for purposes of expanding CONSULTANT's Scope of Services to include upgrade of the enQuesta Customer Service Information Service and Utility Billing Software application version 4.5 to version 6.0, and to include additionally Capricorn for enQuesta Customer Self -Service Product and enQuesta Link Mobile for an initial term of six years commencing March 1, 2020 through to December 31, 2025, with provisos for one (3) three-year term extension option, and one (1) one-year term extension option, both solely exercisable by the City for a total combined Term of ten (10) years. The PARTIES also wish to accordingly expand total Compensation under said Master Renewal Agreement, inclusive of all contingencies and carry -forward support and maintenance credits in an amount not to exceed $3,361,516. E. In undertaking the performance of this Master Renewal Agreement, CONSULTANT represents that it is knowledgeable in its field and that any services performed by CONSULTANT under this Master Renewal Agreement willbeperformed in compliance with such standards as may reasonably be expected from a professional consulting firm in the field. NOW THEREFORE, in consideration of the mutual respective promises, and subject to the terms and conditions hereinafter set forth, the PARTIES agree as follows: 1. SCOPEOFSERVICES CONSULTANT shall during the Term of this Master Renewal Agreement, including any extensions thereto exercised by CITY, perform the tasks and obligations attached hereto designated in CONSULTANT's enQuesta Statement of Work for enQuesta v6 Upgrade, and CONSULTANT's Support and Maintenance Agreement which are both hereby fully incorporated herein by reference as EXHIBIT A and EXHIBIT B, respectively, as follows: (a) EXHIBIT A 1. Statement of Work for enQuesta v6 Upgrade document (including) a. Attachment B - New Features (enQuesta v6) b. Attachment C - enQuesta Link Mobile Statement of Work c. Attachment D - Capricorn for enQuesta Statement of Work (b) EXHIBIT B 1. Support and Maintenance Agreement 2 25D-11 i. Support and Maintenance Agreement (Exhibit 2 - Standard Support Guidelines) CONSULTANT's Statement of Work, including each attachment thereto, together with CONSULTANT's Support and Maintenance Agreement shall be subject to the terms and conditions of this Master Renewal Agreement. In the event of conflict between this Master Renewal Agreement and CONSULTANT's Statement of Work or any attachment thereto and CONSULTANT's Support and Maintenance Agreement, the terms of this Master Renewal Agreement shallprevail. 2. COMPENSATION CITY agrees to pay, and CONSULTANT agrees to accept as total payment for its services as set -out in EXFIIBIT A and EXHIBIT B, the fees as set -out respectively in subsections (a) and (b) below, in a aggregate base amount of $3,144,516, with a further aggregate contingency amount of $217,000, for a total combined not to exceed amount of $3,361,516. (a) Scope of Work (including) i. Statement of Work for enQuesta v6 Upgrade document - Upgrade Payment Milestones -Phase 1 (Table - 9.0, Table 9.1) ii. Attachment A - enQuesta v6 Project Costs Pricing Sheet iii. Statement of Work for enQuesta v6 Upgrade document - Upgrade Payment Milestones - Phase 2 (b) Support and Maintenance Agreement (Exhibit 1 - Annual Support And Maintenance Fees) 3. TERNNL The initial term for the provision of professional services as set forth in Section 1 of this Master Renewal Agreement shall be for a period of six (6) years commencing March 1, 2020 and ending December 31, 2025, with one (3) three-year term extension option, and one (1) one-year term extension option, the first commencing January 1, 2026 and ending December 31, 2028, and the second commencing January 1, 2029 and ending December 31, 2029, both exercisable in the sole discretion of the City, by a writing executed by the City Manager and the City Attorney, unless amended by the PARTIES for a longer term or terminated earlier in accordance with Section 12, below. The initial term and the extension options shall collectively be referred to as the 'Term". 4. INDEPENDENT CONTRACTOR CONSULTANT shall, during the entire term of this Master Renewal Agreement, be construed to be an independent contractor and not an employee of CITY. This Master Renewal Agreement is not intended nor shall it be construed to create an employer -employee relationship, a joint venture relationship, or to allow CITY to exercise discretion or control over the professional manner in which CONSULTANT performs the services which are the subject matter of this Master Renewal Agreement; however, the services to be provided by CONSULTANT shall be provided in a manner consistent with all applicable standards and regulations governing such services. CONSULTANT shall pay all salaries and wages, employer's social security taxes, unemployment insurance and similar taxes relating to employees and shall be responsible for all applicable 3 25D-12 withholding taxes. 5. INSURANCE Prior to undertaking performance of work under this Agreement, CONSULTANT shall maintain and shall require its subcontractors, if any, to obtain and maintain insurance as described below: (a) Commercial General Liability Insurance. CONSULTANT shall maintain commercial general liability insurance naming the City, its officers, employees, agents, volunteers and representatives as additional insured(s) and shall include, but not be limited to protection against claims arising from bodily and personal injury, including death resulting therefrom and damage to property, resulting from any act or occurrence arising out of CONSULTANT'S operations in the performance of this Agreement. The amounts of insurance shall be not less than the following: single limit coverage applying to bodily and personal injury, including death resulting therefrom, and property damage, in the total amount of $2,000,000 per occurrence, with $2,000,000 in the aggregate. Such insurance shall (a) name the City, its officers, employees, agents, volunteers and representatives as additional insured(s); (b) be primary with respect to insurance or self-insurance programs maintained by the City; and (c) contain standard separation of insureds provisions. (b) Business automobile liability insurance, or equivalent form, with a combined single limit of not less than $1,000,000 per occurrence. Due to the nature of CONSULTANT's business done in the City of Santa Ana such insurance shall include coverage for hired and non -owned automobiles only. (c) Worker's Compensation Insurance. In accordance with the California Labor Code, CONSULTANT, if CONSULTANT has any employees, is required to be insured against liability for worker's compensation or to undertake self-insurance. Prior to commencing the performance of the work under this Master Renewal Agreement, CONSULTANT agrees to obtain and maintain any employer's liability insurance with limits not less than $1,000,000 per accident, where applicable, and such limits can be undertaken via a self-insurance.. (d) If CONSULTANT is or employs a licensed professional such as an architect or engineer: Professional liability (technology errors and omissions) insurance, with a combined single limit of not less than $1,000,000 per claim with $2,000,000 in the aggregate. (e) The following requirements apply to the insurance to be provided by CONSULTANT pursuant to this section: CONSULTANT shall maintain all insurance required above in full force and effect for the entire period covered by this Master Renewal Agreement. ii. Standard form certificates of insurance shall be furnished to CITY upon execution of this Master Renewal Agreement and shall be approved by CITY. iii. Certificates shall state that the insurers of the policies shall endeavor to provide thirty (30) days prior written notice of cancellation of the policy to the CITY. iv. Where the amounts or coverage provided by the certificates of insurance provides coverage greater than those listed by this Agreement, the amounts provided by the 4 25D-13 certificates of insurance shall be incorporated by reference into the Master Renewal Agreement. V. CONSULTANT shall supply City with a fully executed additional insured endorsement. (i) If CONSULTANT fails or refuses to maintain the insurance required by this section or fails or refuses to furnish CITY with required proof that insurance has been procured and is in force pursuant to the provision of certificates of insurance as detailed in this Master Renewal Agreement then the CITY shall have the right at CITY's election, to forthwith terminate this Master Renewal Agreement. Such termination shall not affect CONSULTANT's right to be paid for its time and materials expended prior to notification of termination. 6. CONFIDENTIALITY If CONSULTANT receives from CITY information which due to the nature of such information is reasonably understood to be confidential and/or proprietary, CONSULTANT agrees that it shall not use or disclose such information except in the performance of this Master Renewal Agreement and further agrees to exercise the same degree of care it uses to protect its own information of like importance, but in no event less than reasonable care. "Confidential Information" shall include all nonpublic information. Confidential information includes not only written information, but also infomation transferred orally, visually, electronically, or by other means. Confidential information disclosed to either party by any subsidiary and/or agent of the other party is covered by this Master Renewal Agreement. The foregoing obligations of non-use and nondisclosure shall not apply to any information that (a) has been disclosed in publicly available sources; (b) is, through no fault of the CONSULTANT disclosed in a publicly available source; (c) is in rightful possession of the CONSULTANT without an obligation of confidentiality; (d) is required to be disclosed by operation of law; or (e) is independently developed by the CONSULTANT without reference to information disclosed by CITY. 7. INTELLECTUAL PROPERTY INDEMNIFICATION CONSULTANT shall defend and indemnify CITY, its officers, agents, representatives, and employees against any and all liability, including costs, for infringement of any United States' letters patent, trademark, or copyright infringement, including costs, contained in the work product or documents provided by CONSULTANT to CITY pursuant to this Master Renewal Agreement. 8. RECORDS CONSULTANT shall keep records and invoices in connection with the work to be performed under this Master Renewal Agreement. CONSULTANT shall maintain complete and accurate records with respect to the costs incurred under this Master Renewal Agreement and any services, expenditures, and disbursements charged to CITY for a minimum period of four (4) years, or for any longer period required by law, from the date of final payment to CONSULTANT under this Master Renewal Agreement. All such records and invoices shall be clearly identifiable. CONSULTANT shall allow a representative of CITY to examine, audit, and make transcripts or copies of such records and any other documents created pursuant to this Master Renewal 5 25D-14 Agreement during regular business hours. CONSULTANT shall allow inspection of all work, data, documents, proceedings, and activities related to this Master Renewal Agreement for a period of three (3) years from the date of final payment to CONSULTANT under this Master Renewal Agreement. 9. CONFLICT OF INTEREST CLAUSE CONSULTANT covenants that it presently has no interests and shall not have interests, direct or indirect, which would conflict in any manner with performance of services specified under this Master Renewal Agreement. (a) CONSULTANT's Obligations. CONSULTANT shall use commercially reasonable efforts to provide the professional services set out in the applicable Statement of Work (the "Services"). (b) CITY's Obligations. To enable CONSULTANT to perform the Services, CITY agrees to provide the following to CONSULTANT: i. Information relative to CITY's hardware and software required for CONSULTANT to provide its Services; ii. Access to and use of CITY's facilities, equipment, hardware and software required by CONSULTANT to perform the Services; iii. Personnel and assistance as is reasonably required to enable CONSULTANT to perform the Services; and iv. A representative with authority to approve the plans and deliverables described in the applicable Statement of Work if so required. (c) Ownership. CITY may retain a PDF copy of any reports or other deliverables provided by CONSULTANT to CITY as part of the Services ('Deliverables'); however, CONSULTANT is and shall remain the owner of all copyright, patents, trademarks, trade secrets and other intellectual property rights. 10. FEES (a) Fees. In consideration of providing the Services, CITY agrees to pay the fees set out in the applicable Statement of Work (the "Fees') to CONSULTANT. Fees are subject to increase based on CONSULTANT's then -prevailing policies, terms and fees related to pricing and hourly rates. (b) Invoices. During the term of this Master Renewal Agreement, CONSULTANT shall deliver invoices to CITY. Unless otherwise stated in the applicable Statement of Work, each invoice delivered to CITY by CONSULTANT shall be due and payable upon receipt thereof by CITY. (c) Taxes. The Fees are exclusive of taxes. CITY agrees to pay all applicable sales and use taxes, if any (excluding taxes on CONSULTANT's net income) ("Taxes") unless it provides CONSULTANT with a tax exemption certificate acceptable to the applicable 1.9 25D-15 taxing authorities. 11. WARRANTY AND IXMTATION OF LIABILITY CONSULTANT warrants that the Services will be performed in aprofessional and diligent manner by personnel who are competent in performing their individual tasks. To the greatest extent permitted by applicable law, consultant its affiliates, and each of their respective directors, officers, employees and shareholders' entire liability and customer's exclusive remedy with respect to the services and any other products, materials supplied by consultant in connection with this agreement for damages for any cause and regardless of the cause of action, whether in contract or in tort, including fundamental breach, negligence, strict liability or otherwise, shall not exceed in the aggregate an amount that is equal to one million dollars or the total fees paid to consultant under this master renewal agreement, whichever is higher. In respect of any liability that arises under the terms of the support and maintenance agreement the limitation of liability provisions of the support and maintenance agreement shall apply to such liability and not this section 11. In no event shall either consultant and customer, their respective affiliates and each of their respective directors, officers, elected officials, employees and shareholders, be liable for any consequential, incidental, indirect, exemplary, punitive, or special damages whatsoever, including but not limited to for lost revenue or loss of profits, loss of business, loss of data, failure to realize expected savings, or cost of substitute goods or services arising out of or in connection with this agreement even if it has been advised of the likelihood of the occurrence of such loss or damage or such loss or damage is foreseeable and notwithstanding any failure of essential purpose of any limited remedy. In no event does this limitation of liability clause apply to consultant's obligations under section 7 of this master renewal agreement. 12. TERMINATION (a) Termination. This Master Renewal Agreement maybe terminated as follows: i. In addition to any other rights and remedies available to it, either party may immediately terminate this Master Renewal Agreement in the event of material breach by the other party of its obligations and that breach is not cured within thirty (30) days of receipt of written notice to that effect; ii. Either party may terminate this Master Renewal Agreement effective immediately upon written notice to the other party if the other party: (i) becomes insolvent; (ii) becomes the subject of any proceeding under any bankruptcy, 7 25D-16 insolvency or liquidation law, whether domestic or foreign, and whether voluntary or involuntary, which is not resolved favorably to the subject party within ninety (90) days of commencement thereof, or (iii) becomes subject to property seizure under court order, court injunction or other court order which has a material adverse effect on its ability to perform hereunder. (b) Effect of Termination. In the event of termination of this Master Renewal Agreement CITY shall immediately pay all outstanding Fees and other amounts owing to CONSULTANT for work completed or services already rendered under this Master Renewal Agreement. 1► II ► Y: I►1 I:u: Y 1► (a) Defmition. Each party acknowledges that it may receive Confidential Information from the other party or othelwise in connection with this Master Renewal Agreement. 'Confidential Information" means all information or materialthat the disclosing party treats as confidential and any information relating to third parties that the disclosing party has an obligation to treat as confidential, which is disclosed by or obtained by a party in connection with this Master Renewal Agreement, whether such information is inoral, written, graphic or electronic form, which is: (A) marked "Confidential," "Restricted," or "Proprietary Information" or other similar marking, or (B) known by the PARTIES to be considered confidential or proprietary, or (C) which should be known or understood to be confidential or proprietary by an individual exercising reasonable commercial judgment in the circumstances. Confidential Information does not include infomlation to the extent that such information: (i) is or becomes generally known to the public by any means other than a breach of the obligations of a receiving party hereunder; (ii) was previously known to the receiving party as evidenced by its written records; (iii) is tightly received by the receiving party from a third party who is not under an obligation of confidentiality; or (iv) is independently developed by the receiving party without reference to or use of the other party's Confidential Information which such independent development can be established by evidence that would be acceptable to a court of competent jurisdiction. (b) Confidentiality Obligations. Each of the PARTIES agrees: to maintain the Confidential Information of the other party in confidence and to take all reasonable steps, which shall be no less than those steps it takes to protect its own confidential and proprietary information, to protect the Confidential Information of the other party from unauthorized use, disclosure, copying or publication; ii. not to use the Confidential Information of the other party other than in the course of exercising its rights or performing its obligations under this Master Renewal Agreement; iii. not to disclose or release such Confidential Information except to the extent required by applicable law or during the course of or in connection with any litigation, arbitration or other proceeding based upon or in connection with the subject matter of this Master Renewal Agreement, provided that the receiving party shall first give reasonable notice to the disclosing party prior to such disclosure so that the disclosing party may obtain a protective order or equivalent and provided that the receiving party shall comply with any such protective order or equivalent 25D-17 iv. not to disclose or release such Confidential Information to any third person without the prior written consent of the disclosing party, except for authorized employees or agents of the receiving party who have a need to know such information for the purpose of perfomlance under this Master Renewal Agreement and exercising its rights under this Master Renewal Agreement, and who are bound by confidentiality obligations at least as protective of the disclosing party's Confidential Information as this Master Renewal Agreement; and to take such actions as may be reasonably necessary to enforce its Master Renewal Agreements with its employees and agents, including commencing legal proceedings. 14. GENERAL (a) Mediation. The PARTIES agree to submit any claim, controversy or dispute arising out of or relating to this Master Renewal Agreement or the relationship created by this Master Renewal Agreement to non -binding mediation before bringing a claim, controversy or dispute in a court or before any other tribunal. The mediation is to be conducted by either an individual mediator or a mediator appointed by mediation services mutually agreeable to the PARTIES. Such mediator shall be knowledgeable in software system Master Renewal Agreements. The mediation shall take place at a time and location which is also mutually agreeable; provided; however, in no event shall the mediation occur later than ninety (90) days after either party notifies the other of its desire to have a dispute be placed before a mediator. The costs and expenses of mediation, including compensation and expenses of the mediator (and except for the attorney's fees incurred by either party), is to be shared by the PARTIES equally. Ifthe PARTIES are unable to resolve the claim, controversy or dispute within ninety (90) days after the date either party provides the other notice of mediation, then either party may bring and initiate a legal proceeding to resolve the claim, controversy or dispute unless the time period is extended by a written Amendment to Master Renewal Agreement. Nothing in this section shall inhibit a parry's right to seek injunctive relief at anytime. (b) Notice. Any notice, tender, demand, delivery, or other communication pursuant to this Master Renewal Agreement shall be in writing and shall be deemed to be properly given if delivered in person or mailed by first class or certified mail, postage prepaid, or sent by facsimile or other telegraphic communication in the manner provided in this Section, to the appropriate address set out below: To CITY: Clerk of the City Council City of Santa Ana 20 Civic Center Plaza (M-30) Santa Ana, CA 92702-1988 Facsimile: (714) 647-6956 25D-18 Copies to: Willard Holt Treasury and Customer Services Manager City of Santa Ana 20 Civic Center Plaza (M 15) P.O. Box 1964 Santa Ana, CA 92702-1964 Facsimile: 714-647-53 04 Email: wholt@santa-ana.org To CONSULTANT: Systems & Software, Inc., 10 E Allen Street, Suite 201 Winooski, VT 05404 Attention: Cameron Mahbubian Executive Vice President Facsimile: (802) 865-1170 Email: legal@harriscomputer.com A party may change its address by giving notice in writing to the other party. Thereafter, any notice, tender, demand, delivery, or other communication shall be addressed and transmitted to the new address. If sent by mail, any notice, tender, demand, delivery, or other communication shall be effective or deemed to have been given three (3) days after it has been deposited in the United States mail, duly registered or certified, with postage prepaid, and addressed as set forth above. If sent by telefacsimile, any notice, tender, demand, delivery, or other communication shall be effective or deemed to have been given twenty-four (24) hours after the time set forth on the transmission report issued by the transmitting facsimile machine, addressed as set forth above. For purposes of calculating these time frames, weekends, federal, state, County or City holidays, or City Hall Closure dates shall be excluded. 15. DISCRINIINATION CONSULTANT shall not discriminate because of race, color, creed, religion, sex, marital status, sexual orientation, age, national origin, ancestry, or disability, as defined and prohibited by applicable law, in the recruitment, selection, training, utilization, promotion, termination or other employment related activities. CONSULTANT affirms that it is an equal opportunity employer and shall comply with all applicable federal, state and local laws and regulations. 16. JURISDICTION - VENUE This Master Renewal Agreement and all questions relating to its validity, interpretation, performance, and enforcement shall be governed and construed in accordance with the laws of the State of California. This Master Renewal Agreement has been executed and delivered in the State of California and the validity, interpretation, performance, and enforcement of any of the clauses of this Master Renewal Agreement shall be determined and governed by the laws of the State of California. Both PARTIES further agree that Orange County, California, shall be the venue for any action or proceeding that may be brought or arise out of, in connection with or by reason of this Master Renewal Agreement. 10 25D-19 17. PROFESSIONAL LICENSES CONSULTANT shall, throughout the term of this Master Renewal Agreement, maintain all necessary licenses, permits, approvals, waivers, and exemptions necessary for the provision of the services hereunder and required by the laws and regulations of the United States, the State of California, the City of Santa Ana and all other governmental agencies. CONSULTANT shall notify CITY immediately and in writing of her inability to obtain or maintain such permits, licenses, approvals, waivers, and exemptions. Said inability shall be cause for termination of this Master Renewal Agreement. 18. COORDINATION OF WORK OR SERVICES (a) No extra work may be undertaken unless a written "Change Order" is first given by the Contract Officer or his/her designee, to CONSULTANT, incorporating therein any material and administration of this Master Renewal Agreement for CITY and have authority to enter into Change Orders with CONSULTANT pursuant to this Master Renewal Agreement. It shall be CONSULTANT's responsibility to assure that CITY's Contract Officer is kept informed of the progress ofthe performance ofthe consulting services set forth in this Master Renewal Agreement and CONSULTANT shall refer any decisions which must be made by CITY to the Contract Officer. The Contract Officer shall have authority to sign all documents on behalf of CITY required hereunder to carry out the terms of this Master Renewal Agreement. Unless otherwise specified herein, any approval of CITY required hereunder shall mean the approval ofthe Contract Officer. All notices regarding consulting services or requested changes in said Master Renewal Agreement shall adjustment in the contract and/or the time to perform this Master Renewal Agreement, which said adjustments are subject to the written approval of CONSULTANT. (b) Contract Officer CITY will appoint a Contract Officer who will be in charge of the contract maintenance. The CITY'S appointed Contract Officer shall be the City Manager, or designee of the City Manager. 19. ADDITIONAL WORK OR SERVICES (a) Extra Work or Services CITY shall have the right at any time during the performance of the work or services set forth in this Master Renewal Agreement, without invalidating said Master Renewal Agreement or any amendments thereto, to elect to exercise any existing option specified in the Scope of Services for extra work or services or to order extra work or services pursuant to a duly executed Change Order or to expend previously authorized contingent funds to cover expenses for work or services agreed to by the PARTIES but exceeding the amounts initially specified under the Compensation provisions of this Master Renewal Agreement or thereby make changes by altering, adding to or deducting from said work or services. (b) Change Order No extra work or services as set forth in subsection (a) above may be undertaken unless a written "Change Order" is first given by the Contract Officer to the CONSULTANT, incorporating therein any material adjustment in the contract and/or the time to perform this Master Renewal Agreement, 11 25D-20 which said adjustments are subject to the written approval of the CONSULTANT. (c) Summary of Scheduled Contract Costs and Allocated Contingencies for Extra Work or Services The following represents Scheduled Contract Costs and Allocated Contingencies for extra work or services covering Phase I and Phase II of this Agreement, together with Out -Year Support and Maintenance Costs and Miscellaneous Allocated Contingencies. Below is the summary of Scheduled Contract Costs and Allocated Contingencies by fiscal year: Phase I FY 2019/20: (1) Upgrading existing enQuesta customer service information (CIS) system and ancillary utility billing software modules (enQuesta Link Mobile and CIS Module) from version 4.5 to version 6.0 and maintenance for each module - to be completed by 8/31/2020 (base amount $512,512.50, V year of software Support & Maintenance $27,250, Travel expense $28,000, plus $42,500 overall contingency). (2) Information Technology Agency professional programming integration services as required (base amount $25,000, plus $1,250 contingency). FY 2020/21: (1) Upgrading existing enQuesta customer service information (CIS) system and ancillary utility billing software modules (enQuesta Link Mobile and GIS Module) from version 4.5 to version 6.0 and Maintenance for each module - to be completed by 8/31/2020 (base amount $137,037.50, Travel expense $42,000, plus $9,000 contingency). Phase II FY 2020/21: (1) Upgrading existing enQuesta customer service information system Customer Portal (Web Connect) to Capricorn (to be completed by 6/30/2021) — (base amount $185,000, V year of maintenance $15,000, Travel expense $15,000, total $215,000). a. Contingency for additional CONSULTANT integration services and Travel expense - as required- for Capricorn Customer Portal - $37,000. (2) Licensing and Maintenance for modules installed FY 19/20 - $209,931 (plus $14,000 miscellaneous contingency, total $223,931). (3) Information Technology Agency professional programming integration services as required (base amount $25,000, plus $1,250 contingency). Out -Year Support and Maintenance Costs and Miscellaneous Allocated Contingencies: FY 2021/22: 1) On -going Licensing and Maintenance - $216,229 (plus $14,000 miscellaneous contingency, total $230,229). 12 25D-21 FY 2022/23: 1) On -going Licensing and Maintenance - $222,716 (plus $14,000 miscellaneous contingency, total $236,716). FY 2023/24: 1) On -going Licensing and Maintenance - $229,398 (plus $14,000 miscellaneous contingency, total $243,398). FY 2024/25: 1) On -going Licensing and Maintenance - $236,280 (plus $14,000 miscellaneous contingency, total $250,280). Optional Year Terms Option 1: FY 2025/26, FY 2026/27 and FY 2027/28 (3-year extension) - $752,226 (plus $42,000 miscellaneous contingency - $14,000 per individual fiscal year period, total $794,226). Option 2: FY 2028/29 (1-year extension) - $265,935 (plus $14,000 miscellaneous contingency, total $279,935). 20. ENTIRE AGREEMENT This Master Renewal Agreement, including any duly executed change order, shall constitute the entire agreement between the PARTIES hereto with respect to the matters covered herein. No other understandings, agreements, representations, warranties or other matters, oral or written, purportedly agreed to or represented by or on behalf of CONSULTANT by any of its employees or agents, or contained in any sales materials or brochures, shall be deemed to bind the PARTIES hereto with respect to the subject matter hereof. CITY acknowledges that it is entering into this Agreement solely on the basis of the representations contained herein. The terms of this Agreement may not be changed except by an amendment or change order signed by an authorized representative of each PARTY. No provisions in any purchase orders, invoices, or in any other documentation employed by or on behalf of either party in connection with this Master Renewal Agreement, regardless of the date of such documentation, shall affect the terms of this Master Renewal Agreement, even if such document is accepted by either or both PARTIES, with such provisions being deemed deleted. Provided, however that the applicable terms of the PARTIES' Original Agreement along with the applicable terms of the First, Second, and Third Amendments to said Original Agreement relating to CITY's licensing rights to operate enQuesta versions 3E and 4.5, including ongoing maintenance and support rights, shall remain in full force and effect until the PARTIES have completed the upgrade of the CITY's enQuesta application to version 6.0 and user acceptance has been verged to CONSULTANT by CITY at which time, only the licensing rights shall continue pursuant to the terms of the Original Agreement as amended and the enQuesta software definition shall incorporate all versions of the enQuesta software to which this Master Renewal Agreement applies. 13 25D-22 21. SEVERABILITY The invalidity or unenforceability of any provision or covenant contained in this Master Renewal Agreement shall not affect the validity or enforceability of any other provision or covenant herein contained and any such invalid provision or covenant shall be deemed modified to the extent necessary in order to render such provision valid and enforceable; if such provision may not be so saved, it shall be severed and the remainder of this Master Renewal Agreement shall remain in full force and effect. 22. WAIVER No waiver of any breach of any provision of this Master Renewal Agreement shall constitute a waiver of any prior, concurrent, or subsequent breach of the same or any other provisions hereof, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party. 23. FORCE MAJEURE No default, delay or failure to perform on the part of CONSULTANT shall be considered a breach of this Master Renewal Agreement where such default, delay or failure is due to a force majeure or to circumstances beyond its control. Such circumstances will include, without limitation, strikes, riots, civil disturbances, actions or inactions concerning government authorities, epidemics, war, terrorist acts, embargoes, severe weather, fire, earthquakes, acts of God or the public enemy or default of a common carrier or other disasters or events. 24. MISCELLANEOUS PROVISIONS (a) Each undersigned represents and warrants that its signature hereinbelow has the power, authority and right to bind their respective parties to each of the terms of this Agreement, and shall indemnify CITY fully, including reasonable costs and attorney's fees, for any injuries or damages to CITY in the event that such authority or power is not, in fact, held by the signatory or is withdrawn. (b) All Exhibits referenced herein and attached hereto shall be incorporated as if fully set forth in the body of this Master Renewal Agreement. (c) The mutual execution of this Master Renewal Agreement by the PARTIES hereto shall supersede the PARTIES' Original Agreement and all amendments thereto, including any contract extension currently in effect, which by mutual consent of the parties shall be hereby cancelled effective March 1, 2020, and all support and maintenance fees paid by CITY thereon for calendar year 2020 shall be prorated to cover the months of January and February 2020 only, and all remaining support and maintenance fees paid by CITY for calendar year 2020 shall be credited by CITY to CONSULTANT as having been paid against support and maintenance obligations owing by the CITY to CONSULTANT under the terms of this Agreement in accordance with Section 2 of this Agreement ("COMPENSATION'), subsection (b) ("Support and Maintenance Agreement'). 14 25D-23 (d) This Master Renewal Agreement must be signed below and may be signed in counterpart and delivered by fax, email as a PDF (Portable Document Format) file attachment, or by other means that displays the original or a copy of the signatures. Any subsequent amendments may be signed and delivered in the same manner. {Signatures on following page) 15 25D-24 IN WITNESS WHEREOF, the PARTIES hereto have executed this Master Renewal Agreement the date and year first above written. ATTEST: Daisy Gomez Clerk of the Council APPROVED AS TO FORM: SONIA R. CARVALHO City Attorney By: Iolm F#ik Assistant City Attorney RECOMMENDED FOR APPROVAL: Kathryn Downs Executive Director Finance & Management Services Agency CITY OF SANTA ANA Kristine Ridge City Manager CONSULTANT Systems & Software, Inc. Name: Cameron Mahbubian Title: Executive President Tax ID FEIN # 03-0238126 ,6 25D-25 EXHIBIT A Statement of Work for enQuesta v6 Upgrade (See Beginning Next Page) 25D-26 Systems & Software enQuesta 6 Systems & Software, Inc. Santa Ana Municipal Utility Services Statement of Work for enQuesta v6 Upgrade Document Version 1.5 January 27, 2020 Confidential Material Enclosed - This docurnent includes information that Systeaas & Software, Inc. (S&S) considers to be confidential, trade secrets, and proprietary information. Unless as required by law, it shall not be disclosed outside Santa Ana Municipal Utility Services for purposes of this provision, shall include any consultants assisting SNA. 25D-27 Statement of Work for enQuesta v6 Upgrade Revision History Date 8/29/19 Version 1.0 Description Initial Draft ShannonMartin 8/31/19 1.1 Features updates ShannonMartin 9/9/19 1.2 Hardware Requirements update ShannonMartin 10/11/19 1.3 Capricorn Appendix Added ShannonMartin 12/12/19 1.4 Payment Milestone Update ShannonMartin 1/27/2020 1.5 Payment Milestone Update Shannon Martin Proprietary & Confidential January 27, 2020 Page 2 of 37 25D-28 Statement of Work for enQuesta v6 Upgrade Table of Contents L Project Objectives 5 enQuesta v6 5 Customer and Systems & Software 5 Project Overview 5 2. Purpose of SOW 6 Products and Services 6 Cost, Schedule, and Scope 6 Labor Rates 6 Change Control 6 3. enQuesta Modules and New Features 7 Optional New Features in Scope: 7 4. Attachments to the SOW Include: 7 5. Initiate & Analysis Phase 8 Phase Overview 8 Phase Deliverables & Key Milestones 8 Project Team Assembly / Staffing Requirements 9 Project Kick Off, New Features & Customer enQuesta Challenges / Pain Points Review 10 Development of Joint Project Management Plan 11 System Hardware and Software Installation 14 6. Build Phase 17 Phase Overview 17 Phase Deliverables & Key Milestones 17 Data Mapping & Cleansing 18 Execute Test Data Conversions 18 enQuesta Configuration 19 Customer -specific modifications & Interfaces 19 Cognos Report Conversion 19 7. Training & Testing Phase 20 Phase Overview 20 Phase Deliverables & Key Milestones 20 Core Team Training 21 enQuesta Analytics Training 22 Test Script Creation / Modification 22 Functional/Integration Testing 23 Train the Trainer 24 8. Activate 25 Activate Phase Overview 25 Activate Phase Deliverables & Key Milestones 25 Simulation 25 Proprietary & Confidential January 27, 2020 Page 3 of 37 25D-29 Statement of Work for enQuesta v6 Upgrade Go -live Conversion Go -Live 27 27 9. Upgrade Payment Milestones 30-31 10. Capricorn (Phase 2) Details of the Capricorn product and estimated costs: Utility Smart Meter Portal Module User Registry & Security Module 32 32 33-35 36 11. Signature Page 37 Proprietary & Confidential January 27, 2020 Page 4 of 37 25D-30 Statement of Work for enQuesta v6 Upgrade 1. ProjectObjectives enOuesta v6 1.1.1 Santa Ana Municipal Utility Services and Systems & Software, Inc. (S&S) have agreed to engage in the upgrade of the existing enQuesta Customer Information System (CIS) and ancillary modules. Under this arrangement, Customer will upgrade from their currently installed release of enQuesta v4.5 to enQuesta v6. Objectives of the upgrade are: ❑ Establish Santa Ana on the standard, most current version of enQuesta v6. ❑ Implement the new features that have been identified within this statement of work. ❑ Upgrade Santa Ana to the most recent version of Oracle 12c Database, Operating System and Middleware. ❑ Upgrade S&S' next generation reporting solution, the enQuesta Reporting Portal, to the currentversionutilizing Cognos Analytics. Customer and Systems & Software 1.12 Santa Ana, having it Ana, CA 92701, shall be having its principal office Project Overview s 1.13 The duration of this project is expected to be 6 months until Go -live plus 1 month of Post -Go - live (before transitioning to Support) although this is subject to change based on the mutually agreed upon project plan. 1.1.4 The Customer is estimated to have approximately 45,000 active accounts. Proprietary & Confidential January 27, 2020 Page 5 of 37 25D-31 Statement of Work for enQuesta v6 Upgrade 2. Purpose of SOW Products and Services 2.1.1 This Statement of Work (SOW) describes the products and services to be delivered by S&S as well as the responsibilities of both the Customer and S&S throughout the duration of the Project. Cost. Schedule_ and Scone 2.12 S&S and the Customer agree to cooperatively manage the cost, schedule, and scope of the project. Project scope is limited to the tasks and deliverables identified in this SOW. Items not specifically detailed in this SOW are to be considered out of scope. 2.13 All costs associated with third party hardware and/or software will be subject to the current rates of the third -party vendor at the time an order is placed. Maintenance for third party software shall commence at the time the order is placed. Labor Rates 2.1.4 If the need for additional services is required throughout the Project due to scope change, additional labor rates will apply. Labor rates for additional services will be billed at the current year hourly billable rate. Change Control 2.1.5 Both the Customer and S&S agree to reserve the right to enter negotiations covering items currently known to be outside of scope or not yet currently defined using the S&S Change Control Plan procedures. It is acknowledged that those negotiations would potentially lead to a Change Order to this project or a separately defined project. Change Orders will be evaluated for impact to cost, schedule, project risk(s), and resources. Proprietary & Confidential January 27, 2020 Page 6 of 37 25D-32 Statement of Work for enQuesta v6 Upgrade 3. enQuesta Modules and New Features New features available are listed in Attachment B — New Features Guide. Note that not all new features are created equal with respect to level of new functionality offered, impact to existing enQuesta business practices, license cost, ongoing maintenance cost and level of effort required to implement for analysis, configuration, training and testing. New features that require a significant level of implementation effort and/or license and maintenance are called out as "Optional' and need to be listed below to be included in the Upgrade Project scope. Optional features not included below are considered out of scope. All Standard features are included automatically in the scope of this Upgrade project. Optional New Features in Scone: 3.1.1 Per the attached New Features Documentation. Items listed as additional services or license will be considered a change order is SNA chooses to implement as a part of this upgrade 3.12 GIS integration — Standard S&S 2-way interface provided. 3.13 Bill Print Conversion — current SNA templates will be moved to Document designer from XML to PDF. No new bill prints are in scope in this upgrade. 3.1.4 enQuesta Link mobile - SOW provided in Attachment — C. 3.1.4.1 This pricing is for 15 users. 3.1.5 WebConnect to v6 is in scope for this upgrade. (Capricorn budget figures have been provided for future consideration.) 4. Attachments to the SOW Include: • Attachment A - Detailed Pricing • Attachment B - New Features Listing • Attachment C - enQuesta Link SOW • Attachment D — Capricorn for enQuesta SOW Proprietary & Confidential January 27, 2020 Page 7 of 37 25D-33 Statement of Work for enQuesta v6 Upgrade 5. Initiate & Analysis Phase Phase Overview • Establish project goals and procedures • Put Project Infrastructure in place • Plan for testing and configuration of New Features and process changes -Project team assembly -Project Management Plan created -project kick off -New features and Customer enQuesta challenges & pain points review • System hardware & software installation -Develop testing plan • Complete user training matrix and conduct training requirements analysis Phase Deliverables & Key Milestones e e vera' e S&S Customer S&S Customer ect Team Assembly IlKkk Action X X X X pletion of Onsite Action off Meeting X i X New Features Review Action X X Customer enQuesta Action Challenges & Pain X X X Points Review Proprietary & Confidential January 27, 2020 Page 8 of 37 25D-34 Statement of Work for enQuesta v6 Upgrade New Features & Doc j enQuesta Process X I X Change Document(s) j Project Management Doc Plan X X i i Delivery of enQuesta v6 Action Environment X X i Develop Testing Plan Doc j X iX i Complete User Training Doc Matrix X X X X j Proiect Team Assembly / Staffing Reauirements 5.1.1 Project Manager 5.1.1.1 Both the Customer and S&S will assign Project Manager(s) (PM) for the duration of this project, including the 30-day post Go -Live period, as defined in this SOW. Each Project Manager shall have decision making authority and be the central point -of -contact within their respective organization. 5.1.12 S&S Project Management activities will be carried out both onsite and remotely. 5.1.13 Project Management is comprised of the following responsibilities and associated activities: Scope Management, Change Management, Resource Management, Communication Management, Issue Management, and Relationship Management. 5.12 Executive Sponsor 5.12.1 S&S will assign an Executive Sponsor for the duration of this project. The Customer must also assign 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. 5.13 Project Team 5.13.1 Both S&S and the Customer will be responsible for assigning a Project Team of qualified resources to cover all aspects of the project, including but not limited to Project Proprietary & Confidential January 27, 2020 Page 9 of 37 25D-35 Statement of Work for enQuesta v6 Upgrade Management, Subject Matter Experts (SMEs), and Technical Experts. Qualified Resources are those individuals that have expert knowledge of today's environment and are able to think outside the box. 5.132 Proposed areas of expertise include: ❑ Project Management ❑ IT (Hardware, Network, Peripheral Devises) ❑ Conversion ❑ Training ❑ Business Processes / Functional SMEs ❑ Interfaces ❑ Testing ❑ Reporting 5.133 All project team members are expected to be empowered to make decisions. 5.1.4 ProjectRoom 5.1.4.1 It will be necessary for the Customer to establish a Project Room for use throughout this project. The Project Room must accommodate the S&S Project Team while onsite to conduct non -training activities, such as Business Process Analysis, Testing, etc. 5.1.42 The Project Room must have, power sources, network access, internet access, a telephone, and a networked printer. The S&S Team must have access to the enQuesta server while on -site. Proiect Kick Off, New Features & Customer enQuesta Challenges / Pain Points Review 5.1.5 The project kicks off will take place following the upgrade contract signing. The S&S team will be onsite to review the following items with the Customer: ❑ Review initial project plan schedule ❑ Project Plan — define key tasks, deliverables, interfaces, and testing expectations ❑ Define project structure and lines of communication ❑ Demonstrate and review what functionality has changed from currentv4.5.1 to v6. ❑ Review existing customer challenges and pain points with current enQuesta processes to identify additional configuration (changes) that should be done as part of the upgrade. Note this is not a full BPR or BPA assessment in each of the functional areas. S&S will review the enQuesta processes identified by the Customer in advance of this discussion. S&S will provide documentation to the Customer after this and the New Feature review session on the new processes and configuration that will be implemented. ❑ Documentation request for current list of users, training needs, and security groups Proprietary & Confidential January 27, 2020 Page 10 of 37 25D-36 Statement of Work for enQuesta v6 Upgrade Develonment of Joint Proiect Management Plan 5.1.6 The Project Management Plan describes how the project will be managed and is necessary in defining, preparing, integrating and coordinating all subsidiary plans and processes as part of S&S's Implementation Methodology. The Project Management Plan will be reviewed and finalized during the Kick Off. 5.1.7 The Project Management Plan integrates all tasks S&S requires in order to manage the project and will be the primary source for information for how the project activities will be planned, executed, monitored and controlled, and closed. The Customer might require additional tasks, such as The Customer communications or internal process review, but these tasks will not be reflected or tracked in the Upgrade Project Plan. Following is a list of responsibilities included with the management of the Project Management Plan. 5.1.8 Scope Management 5.1.8.1 Scope management is the act of managing the project, its associated deliverables, activities as defined in this SOW, and all contract documents. Proper scope management ensures that the project plan is executed according to the timeframes and budget defined for this project. Any scope not defined in this SOW will follow Change Control Plan procedures. Attached to this SOW is a Sample Project Schedule, Attachment C. 5.1.82 The S&S PM will update the project schedule on a monthly basis and submit it to the Customer PM(s) for review and approval. Regular Project Team meetings will be held weekly via conference call. 5.1.83 The S&S PM is responsible for ensuring the day-to-day activities are being carried out in a manner consistent with defined project objectives, industry standards and contractual obligations. 5.1.8.4 The Customer PM's are responsible for ensuring the day-to-day activities are being carried out in a manner consistent with defined project objectives, industry standards and contractual obligations. 5.1.9 Time Management 5.1.9.1 Time Management is the process of estimating, scheduling and tracking project activities. The overall project schedule will be managed by the S&S Project Manager to ensure that the project is delivered in a timely manner. All the critical path items will be managed closely by the S&S PM and The Customer PMs in their respective areas of responsibility. 5.1.10 Resource Management Proprietary & Confidential January 27, 2020 Page 11 of 37 25D-37 Statement of Work for enQuesta v6 Upgrade 5.1.10.1 Resource Management is the responsibility of both the S&S PM and the Customer PM's. Each PM is responsible for the oversight and management of the project team members from their respective organizations which may include employees, contracted consultants and vendors. 5.1.102 The S&S PM will manage S&S resources; the Customer PM's will manage The Customer resources, and third party vendors. 5.1.103 At no time shall S&S become involved with the oversight or scheduling of The Customer resources or the Customer's third party vendors. 5.1.10.4 It is the responsibility of each 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, as well as participation in analysis, testing, and all otherproject activities. 5.1.10.5 Changes to the project timeline or the project plan that are due solely to the Customer and/or the Customer's third party vendors may result in a change of scope and be subject to Change Control Plan procedures. 5.1.11 Change Control Management 5.1.11.1 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 on mutually agreed upon Change Management Control. 5.1.112 The Customer Project Managers will initiate an S&S Change Request Form which commences the Change Management process. The initial Change Request will be delivered to the S&S PM for consideration of the following: any possible resolution plans, resource requirements, impact to schedule, proposed timeline, and cost. 5.1.113 For all approved changes, the S&S PM will update the project schedule with the additional scope of work including project tasks, durations, and assigned resources. These tasks will then be managed as part of the overall project. 5.1.11.4 S&S may suggest that some Change Requests be managed outside the scope of the original implementation. This project decision will require the mutual agreement of the parties. 5.1.11.5 For those Change Requests that have financial ramifications, Payment Milestones will be reviewed, and suggested modifications proposed by the S&S PM. Such proposed Payment Milestone changes shall be subject to the approval of the Customer. Proprietary & Confidential January 27, 2020 Page 12 of 37 25D-38 Statement of Work for enQuesta v6 Upgrade 5.1.12 Test Plan 5.1.12.1 S&S will deliver a test plan document that will outline the goals of the following three test phases: Functional/Integration Testing, User Acceptance Testing (UAT, executed after the Mock Go -live Conversion) and Go -live Testing. Dates will be scheduled for each of the three test phases in the Project Plan. The Customer is responsible for creating day-by-day and week -by -week detailed testing schedules for The Customer resources (to determine which test scripts will be executed) for each of the three test phases. 5.1.122 S&S will load standard enQuesta test scripts into a The Customer specific area in the SpiraTest online testing tool. The Customer is responsible for customizing these test scripts and adding any additional ones required (e.g., The Customer specific interface test scripts). Training will be provided on how to use the SpiraTest tool to manage test script editing/creation. 5.1.123 Once the new enQuesta system is launched and the Customer's end users are trained on the new features during Core Team training, the Customer will begin the Functional/Integration test phase. 5.1.12.4 UAT is a formalized 1-2 weeks of testing (to occur immediately after the Mock Go - live conversion) in which the S&S implementation team will be onsite assisting the Customer with "day in the life" testing, or executing daily jobs, run sheets, updates and interfaces in enQuesta. The S&S PM will provide a sample test plan and will jointly customize it with the Customer PM to list all of the major business processes typically run in a 1-2-week period. The Mock Go -live conversion and UAT together are referred to as Simulation. 5.1.12.5 The final testing event will occur the day before Go -Live. After S&S brings up the new enQuesta system and completes initial smoke testing, the Customer will be responsible for final testing before providing the final approval to launch. The S&S implementation team will be onsite to assist in testing. 5.1.13 Relationship Management 5.1.13.1 Relationship Management is the responsibility of the Project Managers. The S&S PM will serve as the central point of contact for all The Customer project -related needs. The Customer PM's will serve as the central point of contact for all S&S project -related needs. The S&S and The Customer PM's are responsible for managing the project to the deliverables specified in this SOW and contract documents. Implementation issues are the responsibility of the S&S Project Manager and supported by the S&S Implementation Team until the end of the 30-day Post Go -Live Implementation Support Period when the support services are transitioned to the Support Desk. Proprietary & Confidential January 27, 2020 Page 13 of 37 25D-39 Statement of Work for enQuesta v6 Upgrade System Hardware and Software Installation 5.1.14 Hardware and Third -Party Software Requirements 5.1.14.1 The following sections list the hardware, network and software requirements for the enQuesta solution. The server and environment specifications are defined at contract signing so that establishing the project infrastructure can start as soon as the contract is signed. The Customer is required to ensure the hardware is in place, setup and ready for S&S Base Solution installation (i.e., enQuesta) at the time of project kickoff. While S&S will make every effort to work around hardware not being available at project kickoff, delays in hardware could result in schedule delays and change orders. 5.1.142 If the Customer purchases hardware independently, the order and delivery schedule must fit within the critical path identified in the project schedule. 5.1.143 Hardware Requirements: 5.1.143.1 Hardware Specs to be provided by S&S for on Premise environments. Proprietary & Confidential January 27, 2020 Page 14 of 37 25D-40 Statement of Work for enQuesta v6 Upgrade 5.1.14.4 Client PC Requirements: MINIMUM WORKSTATION REQUIREMENTS (Desktop or Laptop) .' IE 11 Compatibility View settings turned on. Please note that S&S does not offer support related to Windows and other PC desktop system support, communications, or infrastructure support. 5.1.14.5 Third Parry Software 5.1.14.5.1 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, the functionality of this software will be tested. 5.1.15 The Customer Responsibilities 5.1.15.1 The Customer will be responsible for the server footprint (hardware enclosures, power, etc.) and will provide the necessary space within their data center to accommodate the hardware configuration. 5.1.152 The Customer will 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. All production network connections must be hard wired; wireless connections are not suitable for enQuesta production operation. Proprietary & Confidential January 27, 2020 Page 15 of 37 25D-41 Statement of Work for enQuesta v6 Upgrade 5.1.153 The Customer will meet theminimumsystem requirements asdefined inthisSOW. 5.1.15.4 The Customer will follow mutually agreed upon back-up procedures. Back-ups will include the entire server including program files, database and system files as S&S recommends and instructs. 5.1.15.5 The Customer will provide an uninterruptible 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. 5.1.15.6 The Customer will 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). 5.1.15.7 The S&S preferred network connection would be at least 1.5Mbps with all servers put into a DMZ. Given the number and diversity of Customer s requiring support from S&S, each with varying networking infrastructures, support of software -based VPN clients is not a viable option for this project. If the Customer does not currently have one of these hardware solutions in place, they will assist S&S' Network & Security Personnel with the implementation and testing of one. Proprietary & Confidential January 27, 2020 Page 16 of 37 25D-42 Statement of Work for enQuesta v6 Upgrade 6. Build Phase Phase Overview • Install S&S Base Solution (enQuesta) on Customer servers • Performa data mapping and cleansing activities • Execute test conversions • Configure new features and process changes • Update interface and Customer -specific modifications to be v6 compliant • Existing Cognos reports converted for new version (enQuesta Analytics) -enQuesta installed on Customer servers and environments (e.g., prod, test, train) Hold data mapping sessions to map existing data to some new features (e.g., device normalization, notifications), cleanse data as needed -Execute test conversions • Configure enQuesta production and test systems for new features and process changes identified during initiate and analysis phase -Update interfaces, Customer -specific modifications and Cognos reports to be v6 compliant Phase Deliverables & Key Milestones S&S Customer S&S Customer enQuesta installed on Action Customer servers and X X environments Data mapping sessions Action X X Data cleansing Action X X Proprietary & Confidential January 27, 2020 Page 17 of 37 25D-43 Statement of Work for enQuesta v6 Upgrade Execute test Action j conversions X I X i Configure enQuesta Action production and test X X systems i Update existing Action j interfaces and Customer X X -specific modifications for v6 Convert existing Cognos Action reports for v6 X X i enQuesta Database and Software Installation 6.1.1 Once the Customer hardware and network configuration is in place, S&S will install and unit test enQuesta on each of the Customer environments (e.g., prod, test, train). Data Manning & Cleansing 6.12 S&S will hold data mapping sessions (either at kick off, or in subsequent conference calls) with the Customer to determine how to best convert existing enQuesta data into certain new features that require a data structure change (e.g., device normalization for pre-v4.5 Customer s, cotenant, phone and email new data structures). S&S will document the data mapping/conversion plan, and then also give the Customer spread sheets for either data cleansing purposes or decisions that need to be made for data mapping/conversion. 6.13 The Customer is responsible for any data cleansing activities that result from the data mapping sessions. Execute Test Data Conversions 6.1.4 S&S will take full responsibility for data conversion with exception of the following Customer activities: ❑ Providing clean data. ❑ Working with S&S to ensure reliable access to data sources and required Customer resources as needed. ❑ The Customer will run and provide S&S copies of the billing, trial balance and deposit reports prior to each conversion. 6.1.5 Data to be converted 6.1.5.1 All data as currently exists in the enQuesta system. Proprietary & Confidential January 27, 2020 Page 18 of 37 25D-44 Statement of Work for enQuesta v6 Upgrade 6.1.52 Any data archiving is out of scope. Additional analysis/services would be required if archiving is desired. 6.1.6 One or two test conversions will be executed as per the Project Plan and timelines that need to be met to execute Go -live on the desired date. Test conversion(s) will be used for the first test phase: Functional/Integration testing. 6.1.7 S&S will provide a balancing report and conduct a bill parallel with each test conversion- enQuesta Configuration 6.1.8 S&S will configure the enQuesta production and test systems according to the decisions documented in the New Features and enQuesta process changes document from the initiate and analysis phase. All configuration will be unit tested. Customer -specific modifications & Interfaces 6.1.9 S&S will port forward to v6 all Customer interfaces that currently exist in the current production enQuesta environment. 6.1.10 All existing Customer -specific modifications will be ported forward to v6 as part of the upgrade. 6.1.11 S&S will unit test all ported forward interfaces and Customer -specific modifications. 6.1.12 Customer Responsibilities 6.1.12.1 Interface work required of third parties, as well as management of the schedule for third party work on interfaces is the responsibility of the Customer. Cognos Report Conversion 6.1.13 The Customer will research the reports in their current Cognos library and identify only the ones that need to be ported forward, so that time is not unnecessarily expended on reports which are no longer required. S&S will convert up to 50 reports as part of the standard Upgrade Project scope. Additional reports can be converted as needed using a baseline level of effort of 10 minutes per report, which would be subject to a change order. Proprietary & Confidential January 27, 2020 Page 19 of 37 25D-45 Statement of Work for enQuesta v6 Upgrade 7. Training & Testing Phase Phase Overview Test & Train • Complete Core Team training for New Features • Test script customization / creation • Execute Functional/Integration Testing • Complete Train the trainer for New Features • S&S will train the Customer Core Team on the enQuesta v6 new features. • S&S will train Customer Cognos / ad -hoe report team members on enQuesta Analytics (term for Congos v6) new features. • The Customer will customize or add/create test scripts using the standard S&S v6 test scripts as a basis- -The Customer will execute test phase 1: Functional/Integration testing. -The S&S will train the Customers trainers on the enQuesta v6 new features. Phase Deliverables & Key Milestones Phase De Key Milestones S&S Customer S&S Customer Core Team Training Action X IX i i enQuesta Analytics Action Training X X i Test Script Creation / Action Modification X X i Functional/Integration Action Test Execution X X i Propriety & Confidential January 27, 2020 Page 20 of 37 25D-46 Statement of Work for enQuesta v6 Upgrade Train the Trainer Action Training g g Core Team Training 7.1.1 Customer Responsibilities 7.1.1.1 The Customer's Project Team will coordinate user enrollment for each class and rescheduling requirements as necessary. The Customer PM is responsible for communicating the number of participants enrolled in each class to S&S. 7.1.12 The Customer is responsible for ensuring appropriate time is made available for users to participate in every training course they are enrolled in, according to the finalized User/Training Matrix. If users are not provided with such time, it is the Customer's responsibility to provide training later. S&S will provide a class schedule, however, it is the Customer's responsibility to notify and get participants to the class. 7.1.13 It is the Customer's responsibility to ensure that users attend classes in a punctual manner. The Customer is responsible for training all users who require additional training due to late arrivals or absence. 7.1.1.4 The Customer is responsible for training all casual users that are not listed in the user matrix. 7.12 Training Facility Requirements 7.12.1 The Customer is responsible for providing training facilities capable of accommodating the number of users to be trained identified in the Training Plan. The training facilities will accommodate 12 users per classroom, with an individual workstation for each user. Each workstation must meet the minimum PC requirements. 7.122 Classroom setup must include: ❑ Projector with interface to a computer ❑ Projection screen ❑ Telephone and connection needed for technical support ❑ White board ❑ Dry erase markers ❑ Pencils Propriety & Confidential January 27, 2020 Page 21 of 37 25D-47 Statement of Work for enQuesta v6 Upgrade ❑ Note paper ❑ High speed internet access 7.13 S&S Responsibilities 7.13.1 S&S may adjust the course offerings and durations at any time. 7.132 S&S will work with the Customer to identify the appropriate courses for each participant through a joint training requirements analysis meeting. 7.133 S&S' Technical Trainer will supply a PC for their use during training activities. 7.13.4 S&S is responsible for providing the Core Team training to all participants identified in the user training matrix. The purpose of enQuesta Core Team Training is to train the core project team on the new features and functionality of enQuesta v6. The Core Team comprises subject matter experts who manage the major functions of enQuesta, such as Billing, Credit & Collections, Security & Administration, Metering, and Customer Service. The lessons will include hands-on courses that instruct Core Team users on how to execute existing business processes on enQuesta v6. Core Team training does not include introductory or basic training to users unfamiliar with the processes of enQuesta. 7.13.5 S&S Core Team training typically lasts for 2-4 days, depending on the size and availability of the Core Team and the number of new features selected for implementation. 7.13.6 S&S will also deliver training on how to use the SpiraTest Web -based testing tool so that the Customer is able to customize and create test scripts, execute the scripts using the tool and manage the defect submission and re -testing process. This can either happen during the week of Core Team training or separately via a remote conference call. enOuesta Analvtics Training 7.1.4 S&S will provide 1-2 days of remote training on the new version of Cognos, now referred to as enQuesta analytics. Test Script Creation / Modification 7.1.5 The Customer is responsible for creating and modifying the test scripts in the SpiraTest Web - based testing tool that will be used for all testing phases in the Upgrade Project. 7.1.6 SpiraTest 7.1.6.1 SpiraTest will be utilized as a Web -based quality assurance and test management Propriety & Confidential January 27, 2020 Page 22 of 37 25D-48 Statement of Work for enQuesta v6 Upgrade solution throughout all phases of testing. SpiraTest will be initially configured by S&S and standard test scripts will be preloaded. Delivery of this platform will occur prior to the SpiraTest Training and Functional Test Workshop. 7.1.62 Test script management ❑ Test scripts will be stored in a hierarchical folder structure making navigation easy and intuitive. Each individual test script will consist of a set of steps thatrepresent individual actions the user must perform to complete the test. ❑ The Customer will add or modify test scripts in this folder structure. 7.1.63 Defect Tracking ❑ Incidents can be categorized into bugs, enhancements, training items, configuration issues, conversion issues, and limitations (out of scope). Each type has its own specific workflow and business rules. Incidents can be traced back to the test case and underlying functional requirement allowing for easy reporting on the "in -process" quality of enQuesta during each testing phase. 7.1.6.4 Test Execution & Release Management ❑ SpiraTest has the ability to group together various test cases using a test execution wizard. At each step the user will mark pass/fail and has the ability to record a bug/defect. In addition, each test run and any incidents that are created will be associated with the current release of enQuesta. ❑ Failed test scripts can be re -tested once a fix is delivered to the test enviromnent. 7.1.6.5 Reporting ❑ A customized reporting dashboard will be available to team leaders and will include the ability to create fully customized queries and reports. Reports can include things such as the number of test runs completed, failed vs. passed vs. not yet run, etc. 7.1.6.6 Assumptions ❑ The Upgrade SpiraTest instances (Sandbox and PROD) will be deleted one year after Go-Live- Functional/Integration Testing 7.1.7 Functional and Integration Testing will occur at the same time using the standard and newly create test scripts in SpiraTest. 7.1.7.1 Functional testing entails testing individual enQuesta workflows, Customer - specific modifications and interfaces on their own to ensure accurate functionality and results. Functional testing focuses on ensuring that each process functions on its own, independent of the dependencies and the context of other processes that may be run before, after or concurrently. 7.1.72 Integmtion testing is more focused on running enQuesta processes in the context and sequencing of the Customer's daily, weekly, monthly, etc., work schedule. Propriety & Confidential January 27, 2020 Page 23 of 37 25D-49 Statement of Work for enQuesta v6 Upgrade 7.1.73 The SpiraTest test scripts will contain scripts for both Functional and Integration testing for the Customer to execute in the same, single test phase. 7.1.8 Customer Responsibilities 7.1.8.1 The Customer is responsible for creating a detailed Functional/Integration test schedule to take place in the time allotted for Functional/Integration testing in the Project Plan. This schedule should include a day-by-day or week -by -week schedule that matches resources with the test scripts that they will execute on a day-by-day or week -by -week basis. 7.1.82 The Customer is responsible for all Functional and Integration testing using their test scripts and list of processes to test as a guide. 7.1.83 The Customer will report issues in a timely manner and in writing to S&S. 7.1.9 S&S Responsibilities 7.1.9.1 S&S will conduct limited functional testing based on business critical enQuesta processes to ensure sufficient functionality before the Customer executes functional testing. 7.1.92 As testing issues are identified in SpiraTest, S&S will report issues internally in a timely manner to begin the fix process. S&S will log and track all testing issues and deploy fixes on a regular and/or as needed basis. 7.1.93 S&S will hold weekly testing status calls to assess progress and address any issues inhibiting testing progress. 7.1.10 Testing Progress Inhibitors 7.1.10.1 Not completing testing in the timeframes allotted in the Project Plan can be one of the primary reasons for project (Go -live) delays in an upgrade project. If testing in any of the testing phases exceeds the time allotted in the Project Plan, and it is not a result of enQuesta v6 issues or bugs or other S&S caused factors, S&S will make every effort to accommodate the delay to not affect the Go -live date. If Customer caused testing delays do result in project or Go -live date delays, note that this can result in change orders to account for the additional effort for supporting the upgrade project beyond the timeframes allotted. Train the Trainer 7.1.11 S&S is responsible for providing train the trainer training to Customer training resources so that they can provide end user training to the Customer's users. 7.1.12 The Customer is responsible for providing a Project Team member to support each end user training class. This team member should have knowledge of the Customer's business processes in enQuesta. Propriety & Confidential January 27, 2020 Page 24 of 37 25D-50 Statement of Work for enQuesta v6 Upgrade 8. Activate Activate Phase Overview • Successful practice Go -live (Simulation) • Live operation achieved (Go -live) • Post Go -live support provide before transition to Support • Simulation Plan created (includes Mock Go -live conversion and User Acceptance Testing - UAT) • Simulation executed • Go -live plan created • Go -Live conversion Executed • Go -Live -Post Go -Live Support • Transition to Support Activate Phase Deliverables & Key Milestones S&S Customer S&S Customer Simulation Plan Excel X X X X Mock Go -live Action X X Conversion UAT Action X X X Go -live Plan Excel X X X X Go -Live Action X X X X PostGo-live Action X X Support Transition to Action Support X X X X Simulation 8.1.1 After the successful completion of the first testing phase, the Customer will initiate a Simulation Propriety & Confidential January 27, 2020 Page 25 of 37 25D-51 Statement of Work for enQuesta v6 Upgrade to take place several weeks prior to the actual Go -Live weekend. This simulation will provide a `dry -ran' of the Go -Live activities and include a Mock Go -live conversion and UAT executed immediately after for 1-2 weeks. The Customer is responsible for testing all business critical enQuesta processes, including modifications and interfaces, during UAT. S&S will aid in the Project Management, providing onsite support for the Simulation and responding to and resolving issues. 8.12 The Simulation will be a practice for Go -Live, and as such will begin with a conversion taking place the week prior with enQuesta workflow processes and balancing to commence the following Monday. Goals of Simulation include: ❑ Executing and balancing a successful conversion ❑ Customer input of open work orders, cash and any items that have been identified as post conversion activities that need to be completed before actual Go -Live could occur. ❑ Timing of above activities to ensure they can be executed before day one of Go - Live. The results of these timings will be used to update and finalize the Go -Live plan. ❑ Doing a bill parallel on at least one billing run/set of cycles ❑ Executing all the Customer's daily and weekly workflows (e.g., entering cash, credit and collections, work orders, new site creation, etc.) ❑ Reconciliation activities - Balancing Cash, AR and Deposits ❑ Executing all relevant interfaces ❑ End user practice of daily work 8.13 Customer Responsibilities 8.13.1 Customer will assist with and sign -off on a Simulation Plan. 8.132 Customer will make available resources in conversion and business functional areas during the Simulation period (including weekends if necessary) to support Simulation activities. 8.133 Customer will execute daily business processes and workflows as per Simulation & Go -Live Plan. 8.1.4 S&S Responsibilities 8.1.4.1 S&S will create Simulation & Go -Live Plan with Customer assistance. 8.1.42 S&S will execute conversion activities over the Simulation period. 8.1.43 S&S will support Simulation activities onsite for one week for simulation. Propriety & Confidential January 27, 2020 Page 26 of 37 25D-52 Statement of Work for enQuesta v6 Upgrade Go -live Conversion 8.1.5 The primary differences between the Go -live conversion and previous ones performed are: 8.1.5.1 The Go -Live conversion will be executed over a weekend and timed in accordance with other Go -Live activities to ensure the conversion can be executed and balanced in a timely and accurate fashion to be ready for day one of Go -Live. 8.1.52 Go -Live conversions will be signed -off with a go or no-go decision to proceed with the subsequent Go -Live end user activities. 8.1.6 CustomerResponsibilities: 8.1.6.1 The Customer will provide resources and relevant reports for balancing items and will work with S&S resources to balance conversion potentially outside normal business hours. 8.1.62 The Customer will sign off on the Go -Live conversion acceptance plan before proceeding with the subsequent Go -Live end user activities. 8.1.7 S&S Responsibilities 8.1.7.1 S&S will execute and balance the conversion during the Go -Live weekend potentially outside normal business hours. S&S will provide the Customer with a Go -Live conversion acceptance plan for sign off purposes. These will need to be signed off by the Customer before proceeding with the subsequent Go -Live end user activities - Go -Live 8.1.8 Definition 8.1.8.1 "Go -Live" indicates the date on which the enQuesta v6 CIS Solution is operating in a production environment at the Customer's primary place of business. Business operations and daily processing are being performed by the enQuesta v6 CIS Solution, and it is the primary system of record for the Customer. The S&S PM will lead the Go -Live activities and is responsible for developing the Go -Live Plan which details the activities and sequence of events to take place leading up to the Go -Live. 8.1.9 Customer Responsibilities Propriety & Confidential January 27, 2020 Page 27 of 37 25D-53 Statement of Work for enQuesta v6 Upgrade 8.1.9.1 Facilities The Customer shall setup adequate facilities to be used as the central base of operations throughout the Go -Live period. The facility must have the basic infrastructure to adequately support the Go -Live activities including power sources, network access, internet access, phone, printer, and desk space to accommodate the Project Team. The S&S Project Team will use the facility as its core staging area for issue resolution and triage, as well as deploying Subject Matter Experts to the field for support. 8.1.92 Billing, AR and Deposit Balancing 8.1.92.1 It will be necessary for the Customer to provide the necessary billing reports to balance billing in the legacy system to enQuesta. 8.1.922 The Customer shall verify trial balances for accuracy and grant final authorization to proceed. This will conclude the Go -Live preparations. 8.1.93 First Week Post Go -Live 8.1.93.1 After execution of the Go -Live Plan and the official Go -Live, the Customer will assume primary responsibility of the CIS Solution and its day-to- day management and support. The Customer will be responsible for primary support of business processes and end users. 8.1.932 During the first week of Go -Live, a daily wrap-up meeting will be held. This meeting will be facilitated by the S&S PM 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 goals for the next day. This meeting will serve as an important vehicle for sharing information across the Project Team, especially when remote locations are a factor. 8.1.10 S&S Responsibilities 8.1.10.1 Onsite Team 8.1.10.1.1 The S&S Project Team, including the PM and Business Lead, will be onsite beginning the weekend before Go -Live -The primary responsibility of the Project Team at this point is to ensure a smooth beginning of the cutover activities. Additional members of the Project Team may be deployed throughout the weekend to conduct onsite testing, data validation, and the final billing parallel. Propriety & Confidential January 27, 2020 Page 28 of 37 25D-54 Statement of Work for enQuesta v6 Upgrade 8.1.10.12 Additional on -site support after the first week can be added with the on -site labor rates as a change order. 8.1.102 Billing Balancing 8.1.102.1 S&S will perform the final billing, AR and deposit parallel. 8.1.103 First Week Post Go -Live 8.1.103.1 The S&S Project Team will remain onsite during the first week of Go -Live to assist in any issue resolution, as well as to provide mentorship, guidance, and support. 8.1.1032 During the first week of Go -Live, a daily wrap-up meeting will be held. This meeting will be facilitated by the S&S PM 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 goals for the next day. This meeting will serve as an important vehicle for sharing information across the Project Team, especially when remote locations are a factor. 8.1.1033 The S&S Business Lead will be responsible for tracking issues throughout the Go -Live week. These issues will be reviewed in the daily wrap- up meetings. 8.1.10.4 Post Go -Live 8.1.10.4.1 Upon conclusion of the Go -Live and the first week of production, S&S will provide a combination of remote and onsite support services. After the first week of on -site support, remote support will continue for the initial 30 days of production use. Regular status meetings between S&S and the Customer will be held to review outstanding issues. The Customer will have the option for a second week of on -site support after Go -Live. Propriety & Confidential January 27, 2020 Page 29 of 37 25D-55 Statement of Work for enQuesta v6 Upgrade 9.0 Phase 1 Upgrade Payment Milestones — Service Cost for enQuesta Upgrade & Link Mobile (and Support & Maintenance included in Phase 2) Upgrade Payment Milestones IVERABLE Amount Due Maintenance Milestone �. Contract Signing $ 82,222.50 $ 32,700.00 2/26/2020 License (Invoiced at Contract Signing) $ 101,400.00 2/26/2020 Completion of Onsite Kick off Meeting $ 54,815.00 3/23/2020 Completion of Initial Project Plan $ 54,815.00 3/30/2020 Delivery of enQuesta v6 Environment $ 54,815.00 4/15/2020 Delivery of 1" Conversion $ 54,815.00 4/15/2020 S&S Initial testing complete and testing is $ 54,815.00 5/31/2020 turned over to the Customer New Features Training Completion $ 54,815.00 6/15/2020 Simulation $ 54,815.00 7/31/2020 Go -Live $ 41,111.25 8/31/2020 Go -Live + 30 Days $ 41,111.25 10/1/2020 TotalServices 00 Total00 Travel (estimated 28trips $2,500/trip) $ 70,000.00 NOTES/Assumptions: • Annual Maintenance for enQuesta remains in effect as per the 2020 S&S Support Agreement. New Maintenance will be billed at signing at a prorated amount and added to the 2020 Support agreement for future billing. • Invoicing will occur upon completion of events as described above. • All amounts are due within 30 days of invoice. Travel will be billed as incurred at the end of each month. Travel budget is an estimated amount per trip. Travel will not be booked until mutually agreed upon by S&S and Santa Anas PMs. • Estimated Milestone dates are provided based on a 6-month project duration and signing date. If project delays come up the jointly agreed upon project plan will be shifted out accordingly • Phase one of this upgrade includes enQuesta v6 upgrade and enQuesta Link. Capricorn SOW and final pricing will be a phase two. • This quotation is valid for 45 days from contract issue date (January 27, 2020) Proprietary & Confidential January 27, 2020 Page 30 of 37 25D-56 Statement of Work for enQuesta v6 Upgrade ❑ City of Santa Ana has paid the current 2020 Support & Maintenance invoice in the amount of $156,116.88 per previous agreement, which excludes the new Support & Maintenance Agreement charges for Miscellaneous Third Party Licenses, enQuesta Link Mobile Module and the GIS Module. ❑ Contingency amounts in the tables below are applicable to one or more components of Phase 1, Phase II, and the on -going years of Support & Maintenance for enQuesta software upgrade and addition of the Capricorn Self -Serve Customer Portal. Phase I Base Amount Contingency Total enQuesta v6 Upgrade $649,550.00 $42,500.00 $692,050.00 1st Year of Support & $27,250.00 $27,250.00 Maintenance Travel (estimated 28 trips $70,000.00 $70,000.00 $2,500/trip) Information Technology Agency professional programming $50,000.00 $50,000.00 integration services as required Totals 1 $796,800.00 1 $42,500.00 1 $839,300.00 Phase 11 Base Amount Contingency 16 Total Capricorn Customer Self -Serve $100,000.00 $37,000.00 $137,000.00 Portal License $85,000.00 $85,000.00 Support & Maintenance $15,000.00 $15,000.00 Travel (estimated 6 trips $15,000.00 $15,000.00 $ 2,500/trip) Totals $215,000.00 $37,000.00 $252,000.00 Years 2 through r Maintenance 2021 On -going Support & Maintenance rBase Amount $209,931.39 Contingency $14,000.00 Totlan $223,931.39 2022 On -going Support & Maintenance $216,229.21 $14,000.00 $230,229.21 2023 On -going Support & Maintenance $222,716.21 $14,000.00 $236,716.21 2024 On -going Support & Maintenance $229,397.69 $14,000.00 $243,397.69 2025 On -going Support & Maintenance $236,279.62 $14,000.00 $250,279.62 2026 On -going Support & Maintenance, $243,368.01 $14,000.00 $257,368.01 2027 On -going Support & Maintenance $250,669.05 $14,000.00 $264,669.05 2028On-going Support & Maintenance $258,189.13 $14,000.00 $272,189.13 2029On-going Support & Maintenance $265,934.80 $14,000.00 $279,934.80 $2,132,715.11 $126,000.00 $2,258,715.11 Proprietary & Confidential January 27, 2020 Page 31 of 37 25D-57 Statement of Work for enQuesta v6 Upgrade 9.1 Phase 2 Capricorn — Self -Service Customer Portal Cost Estimates Details of the Capricorn product and estimated costs: The Capricorn Portal Statement of work will be developed and finalized once Santa Ana and Systems and Software complete a discovery. The portal implementation is planned to be post enQuesta version 6. S&S will implement the Capricorn Customer Portal for Utilities and Smart Forms for Utilities products. Included area high-level description of the product and features available. Cost for the portal are estimated at $185,000 but this number will be finalized with a statement of work between Systems and Software and the City of Santa Ana. Cost for the maintenance of Capricorn in the amount of $15,000 will be billed after installation of product at a prorated amount and added to the 2020 Support & Maintenance for future billing (estimated billing date is 10/O1/2020). Contingency of 20% ($37,000) is applicable to one or more components of Phase 2 of the Capricorn Self -Serve portal. ❑ Rich Dashboard interface with the following features and widgets: o Current Account title bar showing accounts linked to the user profile o Expanding linked accounts panel with configurable details including Account Nickname, Service Address, Current Balance, and more. o Account Details widget with past due alerts, nickname, credit rating, account owner, address, balances, discounts, pay plan, and more optional configurable details. o My Current Bill widget with current balance and due date, pre -authorized pay alerts, view current bill PDT, pay bill, payment extension requests, budget billing, current bill details by service. o My Alerts widget showing current active alerts based on customer settings and services including Bill/Usage Thresholds, High Usage / Leak Detection, Outages and other Proprietary & Confidential January 27, 2020 Page 32 of 37 25D-58 Statement of Work for enQuesta v6 Upgrade o My Smart Meter Activity widget with Last Bill, Current Bill and Predicted Bill statistics. o My Recent Usage widget with graphical indicator comparing current and previous bill usage. Less or More usage is highlighted with possible reasons for the difference between the two billing periods. o My Usage Summary widget with bill usage charting for the 6 recent months o My Recent Account Activity widget showing the 5 most recent transactions on the account. o Integrated CMS widgets for enhanced targeted customer messaging and content presentation based on account profiles. o Carousel media widgets. ❑ Interactive charting and usage inquiries. ❑ User Events/Important Date chart annotations and tracking. ❑ Usage Report Subscriptions — scheduled reports entailed on personalized schedules. ❑ Usage comparison to last year. Proprietary & Confidential January 27, 2020 Page 33 of 37 25D-59 Statement of Work for enQuesta v6 Upgrade ❑ Usage comparison to prior bills — with possible reasons for higher or lower usage. ❑ Local weather chart overlays - including temperature, humidity and precipitation. ❑ Bill History and E-Bill presentment with opt in/out of paperless bills. ❑ Online bill payment - supporting multiple payment approaches, integration points and vendors. ❑ Quick Pay feature —pay bills with no login required. ❑ Payment Extension requests based on CIS business rules. ❑ Service Request history and status inquiry ❑ Meter Reading submissions with access control by meter and optional photo uploads. ❑ Customer Self Service Smart Forms integration with Single Sign -On enhanced presentation. Utility Smart Meter Portal Module The Utility Smart Meter Portal offers a rich set of inquiries into residential and small commercial customer usage and demand data, including: ❑ Real-time AM1/AM1/MDM/0DS integration. ❑ Daily Smart Meter interactive charting and data downloads supporting Green Button format. ❑ Hourly Smart Meter interactive charting with Time -of -Use or Regular -Use pricing. ❑ User Events/Important Date chart annotations and tracking. ❑ Predicted Bill/Usage Dashboard Widget. ❑ Usage Threshold alerts. ❑ High Usage / Leak Detection alerts. ❑ Local weather chart overlays — temperature, humidity, precipitation. Additional New Features: ❑ Premium, Standard & Landlord access to the portal. ❑ Premium - access using login id and password to full account details ❑ Standard - access using account number with limited account features enabled ❑ Landlord —convenient account access using name and customer number ❑ Bill Details Summary by Service - dashboard widget ❑ Enhanced Budget Billing Support — ability to suggest a budget amount and show budget billing amounts. ❑ Enhanced Payment Extension Support— ability to suggest a minimum amount and promise to pay datewith email confirmation. Proprietary & Confidential January 27, 2020 Page 34 of 37 25D-60 Statement of Work for enQuesta v6 Upgrade ❑ Enhanced Notification Integration — supports enQuesta notification settings for communication preference and notification subscriptions where customers can update their enQuesta profile details. ❑ Enhanced Optional Personal Information Integration — supports enQuesta extended contact and additional information where customers can update their enQuesta profile details. User Registry & Security Module ❑ User registration and profile management. ❑ Single login for multiple account and meter holders. ❑ Ability to auto -link related accounts or allow customers to select accounts to link to their user profile. ❑ Access code and password expiry controls, notifications and recovery support. ❑ User classification and group profiling for enhanced role -based application security. ❑ Guest Access invitations, registration and management. ❑ Manage Notifications/Alerts ❑ Usage/Budget Thresholds ❑ High Usage / Leak Detection ❑ Current / Unplanned Outages ❑ Report Subscriptions ❑ Manage Consumption Report Subscriptions. ❑ CSR customer impersonation support and management. ❑ Site usage tracking and key statistics dashboard. ❑ Full user -click audit logs and user profile change logging. ❑ Fully responsive and adaptive web design with Mobile support. ❑ Portal themes for enhanced personalization. ❑ System Administration: ❑ Portal Management: ❑ Portal Statistics Dashboard ❑ Customer Messaging Center Management ❑ Site Navigation Management ❑ Site User & Access Control Management ❑ Online Payment Transaction reporting ❑ User Activity Reporting ❑ Content Management: Proprietary & Confidential January 27, 2020 Page 35 of 37 25D-61 Statement of Work for enQuesta v6 Upgrade ❑ Multi-lingual support. ❑ Accessibility Compliant. ❑ Mobile Application: Mobile app downloadable on iTunes and Google play store. ❑ OMS Module ❑ Customer Collection Notices viewable online Proprietary & Confidential January 27, 2020 Page 36 of 37 25D-62 Statement of Work for enQuesta v6 Upgrade Customer: By: A2ii Title: Willard V. Holt_ Treasury & Customer Services Manager Date: Systems and Software: By: Title: Cameron Mahbubian Executive Vice President Date: 213 IZoao Proprietary & Confidential January 27, 2020 Page 37 of 37 25D-63 EXHIBIT A Statement of Work for enQuesta v6 Upgrade (See Beginning Next Page) 25D-64 Systems & Software enQuesta 6 Systems & Software, Inc. Santa Ana Municipal Utility Services Statement of Work for enQuesta v6 Upgrade Document Version 1.5 January 27, 2020 Confidential Material Enclosed - This docurnent includes information that Systeaas & Software, Inc. (S&S) considers to be confidential, trade secrets, and proprietary information. Unless as required by law, it shall not be disclosed outside Santa Ana Municipal Utility Services for purposes of this provision, shall include any consultants assisting SNA. 25D-65 Statement of Work for enQuesta v6 Upgrade Revision History Date 8/29/19 Version 1.0 Description Initial Draft ShannonMartin 8/31/19 1.1 Features updates ShannonMartin 9/9/19 1.2 Hardware Requirements update ShannonMartin 10/11/19 1.3 Capricorn Appendix Added ShannonMartin 12/12/19 1.4 Payment Milestone Update ShannonMartin 1/27/2020 1.5 Payment Milestone Update Shannon Martin Proprietary & Confidential January 27, 2020 Page 2 of 37 25D-66 Statement of Work for enQuesta v6 Upgrade Table of Contents L Project Objectives 5 enQuesta v6 5 Customer and Systems & Software 5 Project Overview 5 2. Purpose of SOW 6 Products and Services 6 Cost, Schedule, and Scope 6 Labor Rates 6 Change Control 6 3. enQuesta Modules and New Features 7 Optional New Features in Scope: 7 4. Attachments to the SOW Include: 7 5. Initiate & Analysis Phase 8 Phase Overview 8 Phase Deliverables & Key Milestones 8 Project Team Assembly / Staffing Requirements 9 Project Kick Off, New Features & Customer enQuesta Challenges / Pain Points Review 10 Development of Joint Project Management Plan 11 System Hardware and Software Installation 14 6. Build Phase 17 Phase Overview 17 Phase Deliverables & Key Milestones 17 Data Mapping & Cleansing 18 Execute Test Data Conversions 18 enQuesta Configuration 19 Customer -specific modifications & Interfaces 19 Cognos Report Conversion 19 7. Training & Testing Phase 20 Phase Overview 20 Phase Deliverables & Key Milestones 20 Core Team Training 21 enQuesta Analytics Training 22 Test Script Creation / Modification 22 Functional/Integration Testing 23 Train the Trainer 24 8. Activate 25 Activate Phase Overview 25 Activate Phase Deliverables & Key Milestones 25 Simulation 25 Proprietary & Confidential January 27, 2020 Page 3 of 37 25D-67 Statement of Work for enQuesta v6 Upgrade Go -live Conversion Go -Live 27 27 9. Upgrade Payment Milestones 30-31 10. Capricorn (Phase 2) Details of the Capricorn product and estimated costs: Utility Smart Meter Portal Module User Registry & Security Module 32 32 33-35 36 11. Signature Page 37 Proprietary & Confidential January 27, 2020 Page 4 of 37 25D-68 Statement of Work for enQuesta v6 Upgrade 1. ProjectObjectives enOuesta v6 1.1.1 Santa Ana Municipal Utility Services and Systems & Software, Inc. (S&S) have agreed to engage in the upgrade of the existing enQuesta Customer Information System (CIS) and ancillary modules. Under this arrangement, Customer will upgrade from their currently installed release of enQuesta v4.5 to enQuesta v6. Objectives of the upgrade are: ❑ Establish Santa Ana on the standard, most current version of enQuesta v6. ❑ Implement the new features that have been identified within this statement of work. ❑ Upgrade Santa Ana to the most recent version of Oracle 12c Database, Operating System and Middleware. ❑ Upgrade S&S' next generation reporting solution, the enQuesta Reporting Portal, to the currentversionutilizing Cognos Analytics. Customer and Systems & Software 1.12 Santa Ana, having it Ana, CA 92701, shall be having its principal office Project Overview s 1.13 The duration of this project is expected to be 6 months until Go -live plus 1 month of Post -Go - live (before transitioning to Support) although this is subject to change based on the mutually agreed upon project plan. 1.1.4 The Customer is estimated to have approximately 45,000 active accounts. Proprietary & Confidential January 27, 2020 Page 5 of 37 25D-69 Statement of Work for enQuesta v6 Upgrade 2. Purpose of SOW Products and Services 2.1.1 This Statement of Work (SOW) describes the products and services to be delivered by S&S as well as the responsibilities of both the Customer and S&S throughout the duration of the Project. Cost. Schedule_ and Scone 2.12 S&S and the Customer agree to cooperatively manage the cost, schedule, and scope of the project. Project scope is limited to the tasks and deliverables identified in this SOW. Items not specifically detailed in this SOW are to be considered out of scope. 2.13 All costs associated with third party hardware and/or software will be subject to the current rates of the third -party vendor at the time an order is placed. Maintenance for third party software shall commence at the time the order is placed. Labor Rates 2.1.4 If the need for additional services is required throughout the Project due to scope change, additional labor rates will apply. Labor rates for additional services will be billed at the current year hourly billable rate. Change Control 2.1.5 Both the Customer and S&S agree to reserve the right to enter negotiations covering items currently known to be outside of scope or not yet currently defined using the S&S Change Control Plan procedures. It is acknowledged that those negotiations would potentially lead to a Change Order to this project or a separately defined project. Change Orders will be evaluated for impact to cost, schedule, project risk(s), and resources. Proprietary & Confidential January 27, 2020 Page 6 of 37 25D-70 Statement of Work for enQuesta v6 Upgrade 3. enQuesta Modules and New Features New features available are listed in Attachment B — New Features Guide. Note that not all new features are created equal with respect to level of new functionality offered, impact to existing enQuesta business practices, license cost, ongoing maintenance cost and level of effort required to implement for analysis, configuration, training and testing. New features that require a significant level of implementation effort and/or license and maintenance are called out as "Optional' and need to be listed below to be included in the Upgrade Project scope. Optional features not included below are considered out of scope. All Standard features are included automatically in the scope of this Upgrade project. Optional New Features in Scone: 3.1.1 Per the attached New Features Documentation. Items listed as additional services or license will be considered a change order is SNA chooses to implement as a part of this upgrade 3.12 GIS integration — Standard S&S 2-way interface provided. 3.13 Bill Print Conversion — current SNA templates will be moved to Document designer from XML to PDF. No new bill prints are in scope in this upgrade. 3.1.4 enQuesta Link mobile - SOW provided in Attachment — C. 3.1.4.1 This pricing is for 15 users. 3.1.5 WebConnect to v6 is in scope for this upgrade. (Capricorn budget figures have been provided for future consideration.) 4. Attachments to the SOW Include: • Attachment A - Detailed Pricing • Attachment B - New Features Listing • Attachment C - enQuesta Link SOW • Attachment D — Capricorn for enQuesta SOW Proprietary & Confidential January 27, 2020 Page 7 of 37 25D-71 Statement of Work for enQuesta v6 Upgrade 5. Initiate & Analysis Phase Phase Overview • Establish project goals and procedures • Put Project Infrastructure in place • Plan for testing and configuration of New Features and process changes -Project team assembly -Project Management Plan created -project kick off -New features and Customer enQuesta challenges & pain points review • System hardware & software installation -Develop testing plan • Complete user training matrix and conduct training requirements analysis Phase Deliverables & Key Milestones e e vera' e S&S Customer S&S Customer ect Team Assembly IlKkk Action X X X X pletion of Onsite Action off Meeting X i X New Features Review Action X X Customer enQuesta Action Challenges & Pain X X X Points Review Proprietary & Confidential January 27, 2020 Page 8 of 37 25D-72 Statement of Work for enQuesta v6 Upgrade New Features & Doc j enQuesta Process X I X Change Document(s) j Project Management Doc Plan X X i i Delivery of enQuesta v6 Action Environment X X i Develop Testing Plan Doc j X iX i Complete User Training Doc Matrix X X X X j Proiect Team Assembly / Staffing Reauirements 5.1.1 Project Manager 5.1.1.1 Both the Customer and S&S will assign Project Manager(s) (PM) for the duration of this project, including the 30-day post Go -Live period, as defined in this SOW. Each Project Manager shall have decision making authority and be the central point -of -contact within their respective organization. 5.1.12 S&S Project Management activities will be carried out both onsite and remotely. 5.1.13 Project Management is comprised of the following responsibilities and associated activities: Scope Management, Change Management, Resource Management, Communication Management, Issue Management, and Relationship Management. 5.12 Executive Sponsor 5.12.1 S&S will assign an Executive Sponsor for the duration of this project. The Customer must also assign 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. 5.13 Project Team 5.13.1 Both S&S and the Customer will be responsible for assigning a Project Team of qualified resources to cover all aspects of the project, including but not limited to Project Proprietary & Confidential January 27, 2020 Page 9 of 37 25D-73 Statement of Work for enQuesta v6 Upgrade Management, Subject Matter Experts (SMEs), and Technical Experts. Qualified Resources are those individuals that have expert knowledge of today's environment and are able to think outside the box. 5.132 Proposed areas of expertise include: ❑ Project Management ❑ IT (Hardware, Network, Peripheral Devises) ❑ Conversion ❑ Training ❑ Business Processes / Functional SMEs ❑ Interfaces ❑ Testing ❑ Reporting 5.133 All project team members are expected to be empowered to make decisions. 5.1.4 ProjectRoom 5.1.4.1 It will be necessary for the Customer to establish a Project Room for use throughout this project. The Project Room must accommodate the S&S Project Team while onsite to conduct non -training activities, such as Business Process Analysis, Testing, etc. 5.1.42 The Project Room must have, power sources, network access, internet access, a telephone, and a networked printer. The S&S Team must have access to the enQuesta server while on -site. Proiect Kick Off, New Features & Customer enQuesta Challenges / Pain Points Review 5.1.5 The project kicks off will take place following the upgrade contract signing. The S&S team will be onsite to review the following items with the Customer: ❑ Review initial project plan schedule ❑ Project Plan — define key tasks, deliverables, interfaces, and testing expectations ❑ Define project structure and lines of communication ❑ Demonstrate and review what functionality has changed from currentv4.5.1 to v6. ❑ Review existing customer challenges and pain points with current enQuesta processes to identify additional configuration (changes) that should be done as part of the upgrade. Note this is not a full BPR or BPA assessment in each of the functional areas. S&S will review the enQuesta processes identified by the Customer in advance of this discussion. S&S will provide documentation to the Customer after this and the New Feature review session on the new processes and configuration that will be implemented. ❑ Documentation request for current list of users, training needs, and security groups Proprietary & Confidential January 27, 2020 Page 10 of 37 25D-74 Statement of Work for enQuesta v6 Upgrade Develonment of Joint Proiect Management Plan 5.1.6 The Project Management Plan describes how the project will be managed and is necessary in defining, preparing, integrating and coordinating all subsidiary plans and processes as part of S&S's Implementation Methodology. The Project Management Plan will be reviewed and finalized during the Kick Off. 5.1.7 The Project Management Plan integrates all tasks S&S requires in order to manage the project and will be the primary source for information for how the project activities will be planned, executed, monitored and controlled, and closed. The Customer might require additional tasks, such as The Customer communications or internal process review, but these tasks will not be reflected or tracked in the Upgrade Project Plan. Following is a list of responsibilities included with the management of the Project Management Plan. 5.1.8 Scope Management 5.1.8.1 Scope management is the act of managing the project, its associated deliverables, activities as defined in this SOW, and all contract documents. Proper scope management ensures that the project plan is executed according to the timeframes and budget defined for this project. Any scope not defined in this SOW will follow Change Control Plan procedures. Attached to this SOW is a Sample Project Schedule, Attachment C. 5.1.82 The S&S PM will update the project schedule on a monthly basis and submit it to the Customer PM(s) for review and approval. Regular Project Team meetings will be held weekly via conference call. 5.1.83 The S&S PM is responsible for ensuring the day-to-day activities are being carried out in a manner consistent with defined project objectives, industry standards and contractual obligations. 5.1.8.4 The Customer PM's are responsible for ensuring the day-to-day activities are being carried out in a manner consistent with defined project objectives, industry standards and contractual obligations. 5.1.9 Time Management 5.1.9.1 Time Management is the process of estimating, scheduling and tracking project activities. The overall project schedule will be managed by the S&S Project Manager to ensure that the project is delivered in a timely manner. All the critical path items will be managed closely by the S&S PM and The Customer PMs in their respective areas of responsibility. 5.1.10 Resource Management Proprietary & Confidential January 27, 2020 Page 11 of 37 25D-75 Statement of Work for enQuesta v6 Upgrade 5.1.10.1 Resource Management is the responsibility of both the S&S PM and the Customer PM's. Each PM is responsible for the oversight and management of the project team members from their respective organizations which may include employees, contracted consultants and vendors. 5.1.102 The S&S PM will manage S&S resources; the Customer PM's will manage The Customer resources, and third party vendors. 5.1.103 At no time shall S&S become involved with the oversight or scheduling of The Customer resources or the Customer's third party vendors. 5.1.10.4 It is the responsibility of each 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, as well as participation in analysis, testing, and all otherproject activities. 5.1.10.5 Changes to the project timeline or the project plan that are due solely to the Customer and/or the Customer's third party vendors may result in a change of scope and be subject to Change Control Plan procedures. 5.1.11 Change Control Management 5.1.11.1 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 on mutually agreed upon Change Management Control. 5.1.112 The Customer Project Managers will initiate an S&S Change Request Form which commences the Change Management process. The initial Change Request will be delivered to the S&S PM for consideration of the following: any possible resolution plans, resource requirements, impact to schedule, proposed timeline, and cost. 5.1.113 For all approved changes, the S&S PM will update the project schedule with the additional scope of work including project tasks, durations, and assigned resources. These tasks will then be managed as part of the overall project. 5.1.11.4 S&S may suggest that some Change Requests be managed outside the scope of the original implementation. This project decision will require the mutual agreement of the parties. 5.1.11.5 For those Change Requests that have financial ramifications, Payment Milestones will be reviewed, and suggested modifications proposed by the S&S PM. Such proposed Payment Milestone changes shall be subject to the approval of the Customer. Proprietary & Confidential January 27, 2020 Page 12 of 37 25D-76 Statement of Work for enQuesta v6 Upgrade 5.1.12 Test Plan 5.1.12.1 S&S will deliver a test plan document that will outline the goals of the following three test phases: Functional/Integration Testing, User Acceptance Testing (UAT, executed after the Mock Go -live Conversion) and Go -live Testing. Dates will be scheduled for each of the three test phases in the Project Plan. The Customer is responsible for creating day-by-day and week -by -week detailed testing schedules for The Customer resources (to determine which test scripts will be executed) for each of the three test phases. 5.1.122 S&S will load standard enQuesta test scripts into a The Customer specific area in the SpiraTest online testing tool. The Customer is responsible for customizing these test scripts and adding any additional ones required (e.g., The Customer specific interface test scripts). Training will be provided on how to use the SpiraTest tool to manage test script editing/creation. 5.1.123 Once the new enQuesta system is launched and the Customer's end users are trained on the new features during Core Team training, the Customer will begin the Functional/Integration test phase. 5.1.12.4 UAT is a formalized 1-2 weeks of testing (to occur immediately after the Mock Go - live conversion) in which the S&S implementation team will be onsite assisting the Customer with "day in the life" testing, or executing daily jobs, run sheets, updates and interfaces in enQuesta. The S&S PM will provide a sample test plan and will jointly customize it with the Customer PM to list all of the major business processes typically run in a 1-2-week period. The Mock Go -live conversion and UAT together are referred to as Simulation. 5.1.12.5 The final testing event will occur the day before Go -Live. After S&S brings up the new enQuesta system and completes initial smoke testing, the Customer will be responsible for final testing before providing the final approval to launch. The S&S implementation team will be onsite to assist in testing. 5.1.13 Relationship Management 5.1.13.1 Relationship Management is the responsibility of the Project Managers. The S&S PM will serve as the central point of contact for all The Customer project -related needs. The Customer PM's will serve as the central point of contact for all S&S project -related needs. The S&S and The Customer PM's are responsible for managing the project to the deliverables specified in this SOW and contract documents. Implementation issues are the responsibility of the S&S Project Manager and supported by the S&S Implementation Team until the end of the 30-day Post Go -Live Implementation Support Period when the support services are transitioned to the Support Desk. Proprietary & Confidential January 27, 2020 Page 13 of 37 25D-77 Statement of Work for enQuesta v6 Upgrade System Hardware and Software Installation 5.1.14 Hardware and Third -Party Software Requirements 5.1.14.1 The following sections list the hardware, network and software requirements for the enQuesta solution. The server and environment specifications are defined at contract signing so that establishing the project infrastructure can start as soon as the contract is signed. The Customer is required to ensure the hardware is in place, setup and ready for S&S Base Solution installation (i.e., enQuesta) at the time of project kickoff. While S&S will make every effort to work around hardware not being available at project kickoff, delays in hardware could result in schedule delays and change orders. 5.1.142 If the Customer purchases hardware independently, the order and delivery schedule must fit within the critical path identified in the project schedule. 5.1.143 Hardware Requirements: 5.1.143.1 Hardware Specs to be provided by S&S for on Premise environments. Proprietary & Confidential January 27, 2020 Page 14 of 37 25D-78 Statement of Work for enQuesta v6 Upgrade 5.1.14.4 Client PC Requirements: MINIMUM WORKSTATION REQUIREMENTS (Desktop or Laptop) .' IE 11 Compatibility View settings turned on. Please note that S&S does not offer support related to Windows and other PC desktop system support, communications, or infrastructure support. 5.1.14.5 Third Parry Software 5.1.14.5.1 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, the functionality of this software will be tested. 5.1.15 The Customer Responsibilities 5.1.15.1 The Customer will be responsible for the server footprint (hardware enclosures, power, etc.) and will provide the necessary space within their data center to accommodate the hardware configuration. 5.1.152 The Customer will 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. All production network connections must be hard wired; wireless connections are not suitable for enQuesta production operation. Proprietary & Confidential January 27, 2020 Page 15 of 37 25D-79 Statement of Work for enQuesta v6 Upgrade 5.1.153 The Customer will meet theminimumsystem requirements asdefined inthisSOW. 5.1.15.4 The Customer will follow mutually agreed upon back-up procedures. Back-ups will include the entire server including program files, database and system files as S&S recommends and instructs. 5.1.15.5 The Customer will provide an uninterruptible 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. 5.1.15.6 The Customer will 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). 5.1.15.7 The S&S preferred network connection would be at least 1.5Mbps with all servers put into a DMZ. Given the number and diversity of Customer s requiring support from S&S, each with varying networking infrastructures, support of software -based VPN clients is not a viable option for this project. If the Customer does not currently have one of these hardware solutions in place, they will assist S&S' Network & Security Personnel with the implementation and testing of one. Proprietary & Confidential January 27, 2020 Page 16 of 37 25D-80 Statement of Work for enQuesta v6 Upgrade 6. Build Phase Phase Overview • Install S&S Base Solution (enQuesta) on Customer servers • Performa data mapping and cleansing activities • Execute test conversions • Configure new features and process changes • Update interface and Customer -specific modifications to be v6 compliant • Existing Cognos reports converted for new version (enQuesta Analytics) -enQuesta installed on Customer servers and environments (e.g., prod, test, train) Hold data mapping sessions to map existing data to some new features (e.g., device normalization, notifications), cleanse data as needed -Execute test conversions • Configure enQuesta production and test systems for new features and process changes identified during initiate and analysis phase -Update interfaces, Customer -specific modifications and Cognos reports to be v6 compliant Phase Deliverables & Key Milestones S&S Customer S&S Customer enQuesta installed on Action Customer servers and X X environments Data mapping sessions Action X X Data cleansing Action X X Proprietary & Confidential January 27, 2020 Page 17 of 37 25D-81 Statement of Work for enQuesta v6 Upgrade Execute test Action j conversions X I X i Configure enQuesta Action production and test X X systems i Update existing Action j interfaces and Customer X X -specific modifications for v6 Convert existing Cognos Action reports for v6 X X i enQuesta Database and Software Installation 6.1.1 Once the Customer hardware and network configuration is in place, S&S will install and unit test enQuesta on each of the Customer environments (e.g., prod, test, train). Data Manning & Cleansing 6.12 S&S will hold data mapping sessions (either at kick off, or in subsequent conference calls) with the Customer to determine how to best convert existing enQuesta data into certain new features that require a data structure change (e.g., device normalization for pre-v4.5 Customer s, cotenant, phone and email new data structures). S&S will document the data mapping/conversion plan, and then also give the Customer spread sheets for either data cleansing purposes or decisions that need to be made for data mapping/conversion. 6.13 The Customer is responsible for any data cleansing activities that result from the data mapping sessions. Execute Test Data Conversions 6.1.4 S&S will take full responsibility for data conversion with exception of the following Customer activities: ❑ Providing clean data. ❑ Working with S&S to ensure reliable access to data sources and required Customer resources as needed. ❑ The Customer will run and provide S&S copies of the billing, trial balance and deposit reports prior to each conversion. 6.1.5 Data to be converted 6.1.5.1 All data as currently exists in the enQuesta system. Proprietary & Confidential January 27, 2020 Page 18 of 37 25D-82 Statement of Work for enQuesta v6 Upgrade 6.1.52 Any data archiving is out of scope. Additional analysis/services would be required if archiving is desired. 6.1.6 One or two test conversions will be executed as per the Project Plan and timelines that need to be met to execute Go -live on the desired date. Test conversion(s) will be used for the first test phase: Functional/Integration testing. 6.1.7 S&S will provide a balancing report and conduct a bill parallel with each test conversion- enQuesta Configuration 6.1.8 S&S will configure the enQuesta production and test systems according to the decisions documented in the New Features and enQuesta process changes document from the initiate and analysis phase. All configuration will be unit tested. Customer -specific modifications & Interfaces 6.1.9 S&S will port forward to v6 all Customer interfaces that currently exist in the current production enQuesta environment. 6.1.10 All existing Customer -specific modifications will be ported forward to v6 as part of the upgrade. 6.1.11 S&S will unit test all ported forward interfaces and Customer -specific modifications. 6.1.12 Customer Responsibilities 6.1.12.1 Interface work required of third parties, as well as management of the schedule for third party work on interfaces is the responsibility of the Customer. Cognos Report Conversion 6.1.13 The Customer will research the reports in their current Cognos library and identify only the ones that need to be ported forward, so that time is not unnecessarily expended on reports which are no longer required. S&S will convert up to 50 reports as part of the standard Upgrade Project scope. Additional reports can be converted as needed using a baseline level of effort of 10 minutes per report, which would be subject to a change order. Proprietary & Confidential January 27, 2020 Page 19 of 37 25D-83 Statement of Work for enQuesta v6 Upgrade 7. Training & Testing Phase Phase Overview Test & Train • Complete Core Team training for New Features • Test script customization / creation • Execute Functional/Integration Testing • Complete Train the trainer for New Features • S&S will train the Customer Core Team on the enQuesta v6 new features. • S&S will train Customer Cognos / ad -hoe report team members on enQuesta Analytics (term for Congos v6) new features. • The Customer will customize or add/create test scripts using the standard S&S v6 test scripts as a basis- -The Customer will execute test phase 1: Functional/Integration testing. -The S&S will train the Customers trainers on the enQuesta v6 new features. Phase Deliverables & Key Milestones Phase De Key Milestones S&S Customer S&S Customer Core Team Training Action X IX i i enQuesta Analytics Action Training X X i Test Script Creation / Action Modification X X i Functional/Integration Action Test Execution X X i Propriety & Confidential January 27, 2020 Page 20 of 37 25D-84 Statement of Work for enQuesta v6 Upgrade Train the Trainer Action Training g g Core Team Training 7.1.1 Customer Responsibilities 7.1.1.1 The Customer's Project Team will coordinate user enrollment for each class and rescheduling requirements as necessary. The Customer PM is responsible for communicating the number of participants enrolled in each class to S&S. 7.1.12 The Customer is responsible for ensuring appropriate time is made available for users to participate in every training course they are enrolled in, according to the finalized User/Training Matrix. If users are not provided with such time, it is the Customer's responsibility to provide training later. S&S will provide a class schedule, however, it is the Customer's responsibility to notify and get participants to the class. 7.1.13 It is the Customer's responsibility to ensure that users attend classes in a punctual manner. The Customer is responsible for training all users who require additional training due to late arrivals or absence. 7.1.1.4 The Customer is responsible for training all casual users that are not listed in the user matrix. 7.12 Training Facility Requirements 7.12.1 The Customer is responsible for providing training facilities capable of accommodating the number of users to be trained identified in the Training Plan. The training facilities will accommodate 12 users per classroom, with an individual workstation for each user. Each workstation must meet the minimum PC requirements. 7.122 Classroom setup must include: ❑ Projector with interface to a computer ❑ Projection screen ❑ Telephone and connection needed for technical support ❑ White board ❑ Dry erase markers ❑ Pencils Propriety & Confidential January 27, 2020 Page 21 of 37 25D-85 Statement of Work for enQuesta v6 Upgrade ❑ Note paper ❑ High speed internet access 7.13 S&S Responsibilities 7.13.1 S&S may adjust the course offerings and durations at any time. 7.132 S&S will work with the Customer to identify the appropriate courses for each participant through a joint training requirements analysis meeting. 7.133 S&S' Technical Trainer will supply a PC for their use during training activities. 7.13.4 S&S is responsible for providing the Core Team training to all participants identified in the user training matrix. The purpose of enQuesta Core Team Training is to train the core project team on the new features and functionality of enQuesta v6. The Core Team comprises subject matter experts who manage the major functions of enQuesta, such as Billing, Credit & Collections, Security & Administration, Metering, and Customer Service. The lessons will include hands-on courses that instruct Core Team users on how to execute existing business processes on enQuesta v6. Core Team training does not include introductory or basic training to users unfamiliar with the processes of enQuesta. 7.13.5 S&S Core Team training typically lasts for 2-4 days, depending on the size and availability of the Core Team and the number of new features selected for implementation. 7.13.6 S&S will also deliver training on how to use the SpiraTest Web -based testing tool so that the Customer is able to customize and create test scripts, execute the scripts using the tool and manage the defect submission and re -testing process. This can either happen during the week of Core Team training or separately via a remote conference call. enOuesta Analvtics Training 7.1.4 S&S will provide 1-2 days of remote training on the new version of Cognos, now referred to as enQuesta analytics. Test Script Creation / Modification 7.1.5 The Customer is responsible for creating and modifying the test scripts in the SpiraTest Web - based testing tool that will be used for all testing phases in the Upgrade Project. 7.1.6 SpiraTest 7.1.6.1 SpiraTest will be utilized as a Web -based quality assurance and test management Propriety & Confidential January 27, 2020 Page 22 of 37 25D-86 Statement of Work for enQuesta v6 Upgrade solution throughout all phases of testing. SpiraTest will be initially configured by S&S and standard test scripts will be preloaded. Delivery of this platform will occur prior to the SpiraTest Training and Functional Test Workshop. 7.1.62 Test script management ❑ Test scripts will be stored in a hierarchical folder structure making navigation easy and intuitive. Each individual test script will consist of a set of steps thatrepresent individual actions the user must perform to complete the test. ❑ The Customer will add or modify test scripts in this folder structure. 7.1.63 Defect Tracking ❑ Incidents can be categorized into bugs, enhancements, training items, configuration issues, conversion issues, and limitations (out of scope). Each type has its own specific workflow and business rules. Incidents can be traced back to the test case and underlying functional requirement allowing for easy reporting on the "in -process" quality of enQuesta during each testing phase. 7.1.6.4 Test Execution & Release Management ❑ SpiraTest has the ability to group together various test cases using a test execution wizard. At each step the user will mark pass/fail and has the ability to record a bug/defect. In addition, each test run and any incidents that are created will be associated with the current release of enQuesta. ❑ Failed test scripts can be re -tested once a fix is delivered to the test enviromnent. 7.1.6.5 Reporting ❑ A customized reporting dashboard will be available to team leaders and will include the ability to create fully customized queries and reports. Reports can include things such as the number of test runs completed, failed vs. passed vs. not yet run, etc. 7.1.6.6 Assumptions ❑ The Upgrade SpiraTest instances (Sandbox and PROD) will be deleted one year after Go-Live- Functional/Integration Testing 7.1.7 Functional and Integration Testing will occur at the same time using the standard and newly create test scripts in SpiraTest. 7.1.7.1 Functional testing entails testing individual enQuesta workflows, Customer - specific modifications and interfaces on their own to ensure accurate functionality and results. Functional testing focuses on ensuring that each process functions on its own, independent of the dependencies and the context of other processes that may be run before, after or concurrently. 7.1.72 Integmtion testing is more focused on running enQuesta processes in the context and sequencing of the Customer's daily, weekly, monthly, etc., work schedule. Propriety & Confidential January 27, 2020 Page 23 of 37 25D-87 Statement of Work for enQuesta v6 Upgrade 7.1.73 The SpiraTest test scripts will contain scripts for both Functional and Integration testing for the Customer to execute in the same, single test phase. 7.1.8 Customer Responsibilities 7.1.8.1 The Customer is responsible for creating a detailed Functional/Integration test schedule to take place in the time allotted for Functional/Integration testing in the Project Plan. This schedule should include a day-by-day or week -by -week schedule that matches resources with the test scripts that they will execute on a day-by-day or week -by -week basis. 7.1.82 The Customer is responsible for all Functional and Integration testing using their test scripts and list of processes to test as a guide. 7.1.83 The Customer will report issues in a timely manner and in writing to S&S. 7.1.9 S&S Responsibilities 7.1.9.1 S&S will conduct limited functional testing based on business critical enQuesta processes to ensure sufficient functionality before the Customer executes functional testing. 7.1.92 As testing issues are identified in SpiraTest, S&S will report issues internally in a timely manner to begin the fix process. S&S will log and track all testing issues and deploy fixes on a regular and/or as needed basis. 7.1.93 S&S will hold weekly testing status calls to assess progress and address any issues inhibiting testing progress. 7.1.10 Testing Progress Inhibitors 7.1.10.1 Not completing testing in the timeframes allotted in the Project Plan can be one of the primary reasons for project (Go -live) delays in an upgrade project. If testing in any of the testing phases exceeds the time allotted in the Project Plan, and it is not a result of enQuesta v6 issues or bugs or other S&S caused factors, S&S will make every effort to accommodate the delay to not affect the Go -live date. If Customer caused testing delays do result in project or Go -live date delays, note that this can result in change orders to account for the additional effort for supporting the upgrade project beyond the timeframes allotted. Train the Trainer 7.1.11 S&S is responsible for providing train the trainer training to Customer training resources so that they can provide end user training to the Customer's users. 7.1.12 The Customer is responsible for providing a Project Team member to support each end user training class. This team member should have knowledge of the Customer's business processes in enQuesta. Propriety & Confidential January 27, 2020 Page 24 of 37 25D-88 Statement of Work for enQuesta v6 Upgrade 8. Activate Activate Phase Overview • Successful practice Go -live (Simulation) • Live operation achieved (Go -live) • Post Go -live support provide before transition to Support • Simulation Plan created (includes Mock Go -live conversion and User Acceptance Testing - UAT) • Simulation executed • Go -live plan created • Go -Live conversion Executed • Go -Live -Post Go -Live Support • Transition to Support Activate Phase Deliverables & Key Milestones S&S Customer S&S Customer Simulation Plan Excel X X X X Mock Go -live Action X X Conversion UAT Action X X X Go -live Plan Excel X X X X Go -Live Action X X X X PostGo-live Action X X Support Transition to Action Support X X X X Simulation 8.1.1 After the successful completion of the first testing phase, the Customer will initiate a Simulation Propriety & Confidential January 27, 2020 Page 25 of 37 25D-89 Statement of Work for enQuesta v6 Upgrade to take place several weeks prior to the actual Go -Live weekend. This simulation will provide a `dry -ran' of the Go -Live activities and include a Mock Go -live conversion and UAT executed immediately after for 1-2 weeks. The Customer is responsible for testing all business critical enQuesta processes, including modifications and interfaces, during UAT. S&S will aid in the Project Management, providing onsite support for the Simulation and responding to and resolving issues. 8.12 The Simulation will be a practice for Go -Live, and as such will begin with a conversion taking place the week prior with enQuesta workflow processes and balancing to commence the following Monday. Goals of Simulation include: ❑ Executing and balancing a successful conversion ❑ Customer input of open work orders, cash and any items that have been identified as post conversion activities that need to be completed before actual Go -Live could occur. ❑ Timing of above activities to ensure they can be executed before day one of Go - Live. The results of these timings will be used to update and finalize the Go -Live plan. ❑ Doing a bill parallel on at least one billing run/set of cycles ❑ Executing all the Customer's daily and weekly workflows (e.g., entering cash, credit and collections, work orders, new site creation, etc.) ❑ Reconciliation activities - Balancing Cash, AR and Deposits ❑ Executing all relevant interfaces ❑ End user practice of daily work 8.13 Customer Responsibilities 8.13.1 Customer will assist with and sign -off on a Simulation Plan. 8.132 Customer will make available resources in conversion and business functional areas during the Simulation period (including weekends if necessary) to support Simulation activities. 8.133 Customer will execute daily business processes and workflows as per Simulation & Go -Live Plan. 8.1.4 S&S Responsibilities 8.1.4.1 S&S will create Simulation & Go -Live Plan with Customer assistance. 8.1.42 S&S will execute conversion activities over the Simulation period. 8.1.43 S&S will support Simulation activities onsite for one week for simulation. Propriety & Confidential January 27, 2020 Page 26 of 37 25D-90 Statement of Work for enQuesta v6 Upgrade Go -live Conversion 8.1.5 The primary differences between the Go -live conversion and previous ones performed are: 8.1.5.1 The Go -Live conversion will be executed over a weekend and timed in accordance with other Go -Live activities to ensure the conversion can be executed and balanced in a timely and accurate fashion to be ready for day one of Go -Live. 8.1.52 Go -Live conversions will be signed -off with a go or no-go decision to proceed with the subsequent Go -Live end user activities. 8.1.6 CustomerResponsibilities: 8.1.6.1 The Customer will provide resources and relevant reports for balancing items and will work with S&S resources to balance conversion potentially outside normal business hours. 8.1.62 The Customer will sign off on the Go -Live conversion acceptance plan before proceeding with the subsequent Go -Live end user activities. 8.1.7 S&S Responsibilities 8.1.7.1 S&S will execute and balance the conversion during the Go -Live weekend potentially outside normal business hours. S&S will provide the Customer with a Go -Live conversion acceptance plan for sign off purposes. These will need to be signed off by the Customer before proceeding with the subsequent Go -Live end user activities - Go -Live 8.1.8 Definition 8.1.8.1 "Go -Live" indicates the date on which the enQuesta v6 CIS Solution is operating in a production environment at the Customer's primary place of business. Business operations and daily processing are being performed by the enQuesta v6 CIS Solution, and it is the primary system of record for the Customer. The S&S PM will lead the Go -Live activities and is responsible for developing the Go -Live Plan which details the activities and sequence of events to take place leading up to the Go -Live. 8.1.9 Customer Responsibilities Propriety & Confidential January 27, 2020 Page 27 of 37 25D-91 Statement of Work for enQuesta v6 Upgrade 8.1.9.1 Facilities The Customer shall setup adequate facilities to be used as the central base of operations throughout the Go -Live period. The facility must have the basic infrastructure to adequately support the Go -Live activities including power sources, network access, internet access, phone, printer, and desk space to accommodate the Project Team. The S&S Project Team will use the facility as its core staging area for issue resolution and triage, as well as deploying Subject Matter Experts to the field for support. 8.1.92 Billing, AR and Deposit Balancing 8.1.92.1 It will be necessary for the Customer to provide the necessary billing reports to balance billing in the legacy system to enQuesta. 8.1.922 The Customer shall verify trial balances for accuracy and grant final authorization to proceed. This will conclude the Go -Live preparations. 8.1.93 First Week Post Go -Live 8.1.93.1 After execution of the Go -Live Plan and the official Go -Live, the Customer will assume primary responsibility of the CIS Solution and its day-to- day management and support. The Customer will be responsible for primary support of business processes and end users. 8.1.932 During the first week of Go -Live, a daily wrap-up meeting will be held. This meeting will be facilitated by the S&S PM 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 goals for the next day. This meeting will serve as an important vehicle for sharing information across the Project Team, especially when remote locations are a factor. 8.1.10 S&S Responsibilities 8.1.10.1 Onsite Team 8.1.10.1.1 The S&S Project Team, including the PM and Business Lead, will be onsite beginning the weekend before Go -Live -The primary responsibility of the Project Team at this point is to ensure a smooth beginning of the cutover activities. Additional members of the Project Team may be deployed throughout the weekend to conduct onsite testing, data validation, and the final billing parallel. Propriety & Confidential January 27, 2020 Page 28 of 37 25D-92 Statement of Work for enQuesta v6 Upgrade 8.1.10.12 Additional on -site support after the first week can be added with the on -site labor rates as a change order. 8.1.102 Billing Balancing 8.1.102.1 S&S will perform the final billing, AR and deposit parallel. 8.1.103 First Week Post Go -Live 8.1.103.1 The S&S Project Team will remain onsite during the first week of Go -Live to assist in any issue resolution, as well as to provide mentorship, guidance, and support. 8.1.1032 During the first week of Go -Live, a daily wrap-up meeting will be held. This meeting will be facilitated by the S&S PM 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 goals for the next day. This meeting will serve as an important vehicle for sharing information across the Project Team, especially when remote locations are a factor. 8.1.1033 The S&S Business Lead will be responsible for tracking issues throughout the Go -Live week. These issues will be reviewed in the daily wrap- up meetings. 8.1.10.4 Post Go -Live 8.1.10.4.1 Upon conclusion of the Go -Live and the first week of production, S&S will provide a combination of remote and onsite support services. After the first week of on -site support, remote support will continue for the initial 30 days of production use. Regular status meetings between S&S and the Customer will be held to review outstanding issues. The Customer will have the option for a second week of on -site support after Go -Live. Propriety & Confidential January 27, 2020 Page 29 of 37 25D-93 Statement of Work for enQuesta v6 Upgrade 9.0 Phase 1 Upgrade Payment Milestones — Service Cost for enQuesta Upgrade & Link Mobile (and Support & Maintenance included in Phase 2) Upgrade Payment Milestones IVERABLE Amount Due Maintenance Milestone �. Contract Signing $ 82,222.50 $ 32,700.00 2/26/2020 License (Invoiced at Contract Signing) $ 101,400.00 2/26/2020 Completion of Onsite Kick off Meeting $ 54,815.00 3/23/2020 Completion of Initial Project Plan $ 54,815.00 3/30/2020 Delivery of enQuesta v6 Environment $ 54,815.00 4/15/2020 Delivery of 1" Conversion $ 54,815.00 4/15/2020 S&S Initial testing complete and testing is $ 54,815.00 5/31/2020 turned over to the Customer New Features Training Completion $ 54,815.00 6/15/2020 Simulation $ 54,815.00 7/31/2020 Go -Live $ 41,111.25 8/31/2020 Go -Live + 30 Days $ 41,111.25 10/1/2020 TotalServices 00 Total00 Travel (estimated 28trips $2,500/trip) $ 70,000.00 NOTES/Assumptions: • Annual Maintenance for enQuesta remains in effect as per the 2020 S&S Support Agreement. New Maintenance will be billed at signing at a prorated amount and added to the 2020 Support agreement for future billing. • Invoicing will occur upon completion of events as described above. • All amounts are due within 30 days of invoice. Travel will be billed as incurred at the end of each month. Travel budget is an estimated amount per trip. Travel will not be booked until mutually agreed upon by S&S and Santa Anas PMs. • Estimated Milestone dates are provided based on a 6-month project duration and signing date. If project delays come up the jointly agreed upon project plan will be shifted out accordingly • Phase one of this upgrade includes enQuesta v6 upgrade and enQuesta Link. Capricorn SOW and final pricing will be a phase two. • This quotation is valid for 45 days from contract issue date (January 27, 2020) Proprietary & Confidential January 27, 2020 Page 30 of 37 25D-94 Statement of Work for enQuesta v6 Upgrade ❑ City of Santa Ana has paid the current 2020 Support & Maintenance invoice in the amount of $156,116.88 per previous agreement, which excludes the new Support & Maintenance Agreement charges for Miscellaneous Third Party Licenses, enQuesta Link Mobile Module and the GIS Module. ❑ Contingency amounts in the tables below are applicable to one or more components of Phase 1, Phase II, and the on -going years of Support & Maintenance for enQuesta software upgrade and addition of the Capricorn Self -Serve Customer Portal. Phase I Base Amount Contingency Total enQuesta v6 Upgrade $649,550.00 $42,500.00 $692,050.00 1st Year of Support & $27,250.00 $27,250.00 Maintenance Travel (estimated 28 trips $70,000.00 $70,000.00 $2,500/trip) Information Technology Agency professional programming $50,000.00 $50,000.00 integration services as required Totals 1 $796,800.00 1 $42,500.00 1 $839,300.00 Phase 11 Base Amount Contingency 16 Total Capricorn Customer Self -Serve $100,000.00 $37,000.00 $137,000.00 Portal License $85,000.00 $85,000.00 Support & Maintenance $15,000.00 $15,000.00 Travel (estimated 6 trips $15,000.00 $15,000.00 $ 2,500/trip) Totals $215,000.00 $37,000.00 $252,000.00 Years 2 through r Maintenance 2021 On -going Support & Maintenance rBase Amount $209,931.39 Contingency $14,000.00 Totlan $223,931.39 2022 On -going Support & Maintenance $216,229.21 $14,000.00 $230,229.21 2023 On -going Support & Maintenance $222,716.21 $14,000.00 $236,716.21 2024 On -going Support & Maintenance $229,397.69 $14,000.00 $243,397.69 2025 On -going Support & Maintenance $236,279.62 $14,000.00 $250,279.62 2026 On -going Support & Maintenance, $243,368.01 $14,000.00 $257,368.01 2027 On -going Support & Maintenance $250,669.05 $14,000.00 $264,669.05 2028On-going Support & Maintenance $258,189.13 $14,000.00 $272,189.13 2029On-going Support & Maintenance $265,934.80 $14,000.00 $279,934.80 $2,132,715.11 $126,000.00 $2,258,715.11 Proprietary & Confidential January 27, 2020 Page 31 of 37 25D-95 Statement of Work for enQuesta v6 Upgrade 9.1 Phase 2 Capricorn — Self -Service Customer Portal Cost Estimates Details of the Capricorn product and estimated costs: The Capricorn Portal Statement of work will be developed and finalized once Santa Ana and Systems and Software complete a discovery. The portal implementation is planned to be post enQuesta version 6. S&S will implement the Capricorn Customer Portal for Utilities and Smart Forms for Utilities products. Included area high-level description of the product and features available. Cost for the portal are estimated at $185,000 but this number will be finalized with a statement of work between Systems and Software and the City of Santa Ana. Cost for the maintenance of Capricorn in the amount of $15,000 will be billed after installation of product at a prorated amount and added to the 2020 Support & Maintenance for future billing (estimated billing date is 10/O1/2020). Contingency of 20% ($37,000) is applicable to one or more components of Phase 2 of the Capricorn Self -Serve portal. ❑ Rich Dashboard interface with the following features and widgets: o Current Account title bar showing accounts linked to the user profile o Expanding linked accounts panel with configurable details including Account Nickname, Service Address, Current Balance, and more. o Account Details widget with past due alerts, nickname, credit rating, account owner, address, balances, discounts, pay plan, and more optional configurable details. o My Current Bill widget with current balance and due date, pre -authorized pay alerts, view current bill PDT, pay bill, payment extension requests, budget billing, current bill details by service. o My Alerts widget showing current active alerts based on customer settings and services including Bill/Usage Thresholds, High Usage / Leak Detection, Outages and other Proprietary & Confidential January 27, 2020 Page 32 of 37 25D-96 Statement of Work for enQuesta v6 Upgrade o My Smart Meter Activity widget with Last Bill, Current Bill and Predicted Bill statistics. o My Recent Usage widget with graphical indicator comparing current and previous bill usage. Less or More usage is highlighted with possible reasons for the difference between the two billing periods. o My Usage Summary widget with bill usage charting for the 6 recent months o My Recent Account Activity widget showing the 5 most recent transactions on the account. o Integrated CMS widgets for enhanced targeted customer messaging and content presentation based on account profiles. o Carousel media widgets. ❑ Interactive charting and usage inquiries. ❑ User Events/Important Date chart annotations and tracking. ❑ Usage Report Subscriptions — scheduled reports entailed on personalized schedules. ❑ Usage comparison to last year. Proprietary & Confidential January 27, 2020 Page 33 of 37 25D-97 Statement of Work for enQuesta v6 Upgrade ❑ Usage comparison to prior bills — with possible reasons for higher or lower usage. ❑ Local weather chart overlays - including temperature, humidity and precipitation. ❑ Bill History and E-Bill presentment with opt in/out of paperless bills. ❑ Online bill payment - supporting multiple payment approaches, integration points and vendors. ❑ Quick Pay feature —pay bills with no login required. ❑ Payment Extension requests based on CIS business rules. ❑ Service Request history and status inquiry ❑ Meter Reading submissions with access control by meter and optional photo uploads. ❑ Customer Self Service Smart Forms integration with Single Sign -On enhanced presentation. Utility Smart Meter Portal Module The Utility Smart Meter Portal offers a rich set of inquiries into residential and small commercial customer usage and demand data, including: ❑ Real-time AM1/AM1/MDM/0DS integration. ❑ Daily Smart Meter interactive charting and data downloads supporting Green Button format. ❑ Hourly Smart Meter interactive charting with Time -of -Use or Regular -Use pricing. ❑ User Events/Important Date chart annotations and tracking. ❑ Predicted Bill/Usage Dashboard Widget. ❑ Usage Threshold alerts. ❑ High Usage / Leak Detection alerts. ❑ Local weather chart overlays — temperature, humidity, precipitation. Additional New Features: ❑ Premium, Standard & Landlord access to the portal. ❑ Premium - access using login id and password to full account details ❑ Standard - access using account number with limited account features enabled ❑ Landlord —convenient account access using name and customer number ❑ Bill Details Summary by Service - dashboard widget ❑ Enhanced Budget Billing Support — ability to suggest a budget amount and show budget billing amounts. ❑ Enhanced Payment Extension Support— ability to suggest a minimum amount and promise to pay datewith email confirmation. Proprietary & Confidential January 27, 2020 Page 34 of 37 25D-98 Statement of Work for enQuesta v6 Upgrade ❑ Enhanced Notification Integration — supports enQuesta notification settings for communication preference and notification subscriptions where customers can update their enQuesta profile details. ❑ Enhanced Optional Personal Information Integration — supports enQuesta extended contact and additional information where customers can update their enQuesta profile details. User Registry & Security Module ❑ User registration and profile management. ❑ Single login for multiple account and meter holders. ❑ Ability to auto -link related accounts or allow customers to select accounts to link to their user profile. ❑ Access code and password expiry controls, notifications and recovery support. ❑ User classification and group profiling for enhanced role -based application security. ❑ Guest Access invitations, registration and management. ❑ Manage Notifications/Alerts ❑ Usage/Budget Thresholds ❑ High Usage / Leak Detection ❑ Current / Unplanned Outages ❑ Report Subscriptions ❑ Manage Consumption Report Subscriptions. ❑ CSR customer impersonation support and management. ❑ Site usage tracking and key statistics dashboard. ❑ Full user -click audit logs and user profile change logging. ❑ Fully responsive and adaptive web design with Mobile support. ❑ Portal themes for enhanced personalization. ❑ System Administration: ❑ Portal Management: ❑ Portal Statistics Dashboard ❑ Customer Messaging Center Management ❑ Site Navigation Management ❑ Site User & Access Control Management ❑ Online Payment Transaction reporting ❑ User Activity Reporting ❑ Content Management: Proprietary & Confidential January 27, 2020 Page 35 of 37 25D-99 Statement of Work for enQuesta v6 Upgrade ❑ Multi-lingual support. ❑ Accessibility Compliant. ❑ Mobile Application: Mobile app downloadable on iTunes and Google play store. ❑ OMS Module ❑ Customer Collection Notices viewable online Proprietary & Confidential January 27, 2020 Page 36 of 37 25D-100 Statement of Work for enQuesta v6 Upgrade Customer: By: A2ii Title: Willard V. Holt_ Treasury & Customer Services Manager Date: Systems and Software: By: Title: Cameron Mahbubian Executive Vice President Date: 213 IZoao Proprietary & Confidential January 27, 2020 Page 37 of 37 25D-101 ATTACHMENT A enQuesta Version 6 Upgrade Pricing Sheet Systems & Software Prepared by Shannon Martin, Date: December 12, 2019 Revised: January 27, 2020, Pricing Expires from 3/13/2020, 45 Calendar days from 1/27/2020 Yes On Premise Server If your servers are hosted on premise, S&S will $15, Upgrade (Legacy work with you to order and provision the Version 4.5 to Version equipment needed to keep you current, backed 6) up and running efficiently with enQuesta Version 6. See below under optional services if Santa Ana desires to migrate to the Cloud. Required Practice and New An onsite demonstration will be given of the a res Review (BPR) Version 6 new features and a review of your icy Version 4.5 to enQuesta best practices and pain points will be ran 6/ conducted to ensure that you are taking full advantage of Version 6 and existing enQuesta features. New features demonstrations and a best practice review will be conducted in each business/functional area using enQuesta, including the full module list shown below. New features to be used and enQuesta process changes will be documented for configuration and testing purposes. Account Management, Document Designer Utility Billing, Job Scheduler, Rate Management, Financial Management, Skeletal G/L, Credit & Collections, Device Management, Workflow Scheduling, Work Queue, Security C15& Auditing, Admin Portal, Reporting—Cognos, Customer Self - Service (WebConnect). NOTE: this is not full business process analysis where we cover every business functional area of your Utility (which is listed as an optional item below). Rather Santa Ana would be expected to provide a list of inefficient areas or challenges to serve as an agenda for the BPR sessions. 25D-102 Data Mapping and Data mapping for New Features, Data Cleansing $46,800 SO SO $46,800 Conversion / DBA and Execution of Conversion Iterations will be Services (Legacy executed by our Implementation Consultants, Version 4.5 to Version Conversion and DBA Leads. 6) - Certain New Features require data mapping rules to be discussed and established for converting from existing Version 4 to Version 6 data structures. - Data Cleansing scripts will be run and a cleansing plan will be provided for general data auditing/cleansing purposes and also to ensure data integrity and compliance for Version 6. - Four Conversion Iterations (two test conversions, one conversion for Simulation/UAT and one conversion for Go -live) will be run, validated and balanced to prove out data cleansing activities and a successful cut over to Version 6. Balancing activities include account -by - account data validation, reconciliation of system counts between Versions 4 and 6, and bill parallels. -Test/train refreshes will be performed as needed along with merging and maintenance of ongoing Utility's Version 4 configuration with S&S Version 6 configuration. Required enQuesta Product S&S Implementation Consultants will configure $15,600 SO SO $15,600 Configuration & Unit the Version 6 target system according to the Testing (Legacy Version decisions made re: New Features to be adopted 4.5 to Version 6) and business processes that require changes. Unit testing will be performed to ensure changes are ready for Functional and Integration testing. Required Version 6 Deployment S&S Deployment engineers wi I deploy enQuesta $11,700 SO SO $11,700 (including Interfaces version 6 to production, test and train and Santa Ana -specific environments as well as fix packages to all programs) (Legacy environments during the testing phases. Version 4to Version 6) Additionally, S&S Implementation Consultants will review current interfaces and Santa Ana - specific programs with Utility to ensure a complete and accurate list is made. S&S interface specialists will then ensure interfaces and programs have been upgraded to work with Version 6. Unit testing will be performed to ensure changes are ready for Functional and Integration testing. Required enQuesta Analytics AnS&S Report Architect convert Version 4 $9,750 $0 SO $9,750 Report Upgrades reports to version 6** and provide general user (Legacy Version 4.5 to support over the course of the upgrade. Version 6) ** Pricing is based on converting up to 50 reports. If more are needed, effortwill be increased atthe rate of 10 mins/ report. Yes enQuesta Analytics An S&S Report Architect will install and configure $19,500 $0 $0 $19,500 Training and Upgrade to the latest version of enQuesta Ana lytics & provide Cognos 11 1-2 days of training on the enQuesta Analytics new features. Required enQuesta Version 6 S&S Implementation Consultants will provide 3-4 $23,040 $0 $0 $23,400 Core Team Training days of training on the enQuesta Version 6 New Features to the Core Team (not to exceed 20 participants). This training will be provided before Functional and Integration Testing to inform the Core Team how best to test the New Features. cav- Ilia Item Selected? Service Component Description Cost Cost Cost (1st Cost (Service, Required Testing Services (Legacy In addition to providing testing support, triage, $46,800 $0 Year) $0 License, and $46,800 Version 4 to Version 6) fixes and organizational support during Functional and Integration testing, S&S will provide Santa Ana with: - over 500 standard test scripts to use for testing purposes. - an online testing tool to manage testing progress and statistics during the testing phases. enQuesta Version 6 An experienced S&S Trainer will train Santa Ana $10,920 $0 $0 $10,920 Train -the -trainer training resources on how to train end users on the enQuesta Version 6 New Features. Note that this is primarily a training class on how to train small/medium to large groups of staff effectively, versus a repeat or supplement of enQuesta v6 training. It is assumed that the Utility Training resources have attended the enQuesta Version 6 Core Team training. Note that if Santa Ana chooses the optional, full - service End User Training below, Train -the - trainer should be de -selected in favor of End User Training (since we don't do both). Required Simulation / User Combination of onsite and remote S&S project $46,800 SO SO $46,800 Acceptance Testing staff to prepare and orchestrate a go -live (UAT) one month) simulation and for both team to ensure data integrity and accuracy of the conversion / cutover process. After the go -live simulation, Santa Ana staff will execute 1-3 weeks of User Acceptance or "Day in the Life" testing as a final verification of the Version 6 solution. S&S Implementation Consultants will support UAT onsite and/or remotely depending on the project schedule. Required Go -Live (one month) S&S Implementation Consultants onsite during $54,600 $0 $0 $54,600 pre and during go -live to ensure successful launch and support of Santa Ana staff. This will provide greater comfort and ensure Santa Ana team's autonomy. Required Post -Go Live (one Dedicated S&S Implementation Consultants post $15,600 $0 $0 $15,600 month) go -live (combination of onsite and remote) to ensure clean hand-off to our Support department. Required Project Management An experienced project manager will be tasked $92,040 $0 $0 $92,040 (Legacy Version 4.5 to with the execution and expediency of the project Version 6) from start to finish. Required Miscellaneous 3rd Party Various 3rd parties that will be used to $0 $14,400 $4,750 $19,150 Licenses accomplished the work and setup the automation and web conversions (i.e. WebFast, etc.). 25D-104 OPTIONAL PRODUCTS/ MODULES Item Selected? Service Component Description Service Cost License Cost Maintenance Cost (1st Year) Combined Cost (Service, License, Yes New Capricorn Self- This is a new web portal offering that is $100,000 $85,000 $15,000 and $200,000 Serve Portal for Utility completely responsive design and works on all Clients+Admin major web browsers. All base modules are Dashboard included and a more in-depth demo of this can be presented as required. enQuesta Link Mobile $125,000 $77,000 $20t833.33 $222,833 Workforce Management - CIS Module Two way integration with SNA GIs $23,400 $10,000 $1,666.67 $35,067 Bill Print Conversion Moving the current SNA SNA bill print templates $39,000 $0 $0 $39,000 (XML to PDF) from XML to Document Designer (PDF) Cloud Hosting This is taking youremire enQuesta ecosystem into the Cloud. This cost includes Production, Train, Test, WebConnect, enQuesta Link, and NONE C.. . Reporting. Sub -total - Options ro uc s o u $vz, isoo $496,900 TRAVEL TRAVELEXPENSES Service Component Description Cost Cost Cost (1st Year) Cost (Service, License, Required Travel Expenses This typically firms up as we collectively decide N/A N/A N/A Maintenance & Travel) $70,000 how much of this we would like to do on -site vs. remote. Our preference is to allot at least 20 trips and generally we estimate around $2.5K per. DescriptionItem Service Component Selected? Cost Cost Cost (1st Year) Cost (Service, License, and Sub -total -Travel $o $o $o Maintenance $70,000 Total - Base Upgrade with Options, Travel, and MN $719,550 $186,400 $39,500 $1,018,560 PREFERRED In the spiritof ourenduring partnership S&S is ($71,760) N/A N/A ($71,760) PARTNER willing to help subsidize and absorb the cost of number of tasks and elements to help Santa Ana DISCOUNT take advantage of our modernized application suite and tech stack. Grand Total - Base Upgrade with Options and Travel (after Discount) $647,790 $186,400 $39,500 c� "Maintenance not in the total. ($27,250 billed as additional Maintenance at signing) Status in the Future / One Time Investments - Detailed Pricing Footnotes t -This is an estimated number for budgeting purposes only. If SNA wants to move forward with this project there would be an analysis/discover on modules/self service required. * - 1st Year Maintenance charges consist of Misc. 3rd Party Licenses ($5,700), enQuesta Link Mobile Workforce Management ($25,000), GIS Module ($2,000) totaling $32,700 in charges that will be prorated two months given a 3/1/2020 contract start date to $27,250. The Capricorn maintenance of $15,000 is not prorated as it will not be incurred until approximately October of 2020 bringing total 1styear maintenance charges to $42,250. Please Note: The Pricing Sheet includes costs of Phase One, Phase Two, and M in a ce f r tYea r. Support & Maintenance for years 2to 30 of Agreement are expl' Hi 'bit l" ATTACHMENT B enQues ta'"New Feature List low &Software enQuesta 5 en QuestaTM New Features and Modules List 0 Systems & Software Document Version: 1.5 426 Industnal Ave - Suite 140 Williston, VT 05495 800 / 242.9080 (Main) 802 / 865.1170 802 / 865.1171 (Fax) www.ssivt.com Property of Systems & Software, Inc. 2 5�o=fq�1t{pl enQuestamNewFeature List Documentation © 2019, Systems & Software, Inc. Trademarks enQuesta TM is a trademark of Systems & Software, Inc. Microsoft®, Microsoft Windows®, and the logo are registered trademarks of Microsoft Corporation. Cognos® and the ImpromptuO logo are registered trademarks of Cognos Incorporated. Oracle® is a registered trademark of Oracle Corporation. All other product names are trademarks or registered trademarks of their respective companies. Rights The software described in this document is furnished under a license agreement with Systems & Software, Inc. The software and related documentation may be used or copied only in accordance with the terms of that agreement. Any unauthorized duplication or use of this software, in whole or in part, in print or in any other storage retrieval system, is prohibited. Except in strict accordance with the provisions of the license agreement, no part of this document may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language in any form by any means without express written permission from Systems & Software, Inc. Information in this document is subject to change without notice. Document Revision: 1.5 S & Software 25D-107 Property of Systems and Software Inc. enQuestamNewFeature List Systems & Software To Our Valued Customers We are delighted to offer you this summary of the added functions, features, and benefits gained through enQuestaTM Version 6.0. Please take some time to read through this summary to determine how these features could benefit you. Then talk to your Systems & Software representative to discuss how you can upgrade to enQuesta Version 6.0. Confidential Material Enclosed — This document includes information that Systems and Software, Inc. (S&S) considers confidential, trade -secret, and proprietary information. Note — Please refer to your upgrade contract for specific features to be included in your install. Some of the features discussed in this Feature List might require additional fees for third -party software, additional enQuestaT module licensing, and/or implementation services. Property of Systems & Software, Inc. 2 5 d-f169l enQuestamNewFeature List teems & Software CONTENTS CONTENTS......................................................................................................................... 4 Definitions........................................................................................................................... 6 About enQuesta Versions..............................................................................................6 1. Customer Service, Call Tracking & Inquiry .................................................................. 7 StandardFeatures..........................................................................................................7 OptionalFeatures.........................................................................................................21 Optional with License Features....................................................................................26 2. Work Flow..................................................................................................................... 33 StandardFeatures........................................................................................................33 OptionalFeatures.........................................................................................................42 Optional with License Features....................................................................................45 3. Pre-Billing..................................................................................................................... 48 StandardFeatures........................................................................................................48 4. Billing, Budget Billing...................................................................................................52 StandardFeatures........................................................................................................52 OptionalFeatures.........................................................................................................75 Optional with License Features....................................................................................80 5. Cash / Payment Processing..........................................................................................84 OptionalFeatures.........................................................................................................84 Optional with License Features....................................................................................85 6. Credit & Collections......................................................................................................87 StandardFeatures........................................................................................................87 OptionalFeatures.........................................................................................................99 Optionalwith License Features..................................................................................102 7. Reporting.................................................................................................................... 103 StandardFeatures......................................................................................................103 8. Security and System Administration.........................................................................106 StandardFeatures......................................................................................................106 9. WebConnect and PayConnect....................................................................................108 OptionalFeatures.......................................................................................................108 25D-109 Property of Systems and Software Inc. enQuestaTM New Feature List Systems s Software Optional with License Features..................................................................................112 10. Technology & Web Services....................................................................................117 StandardFeatures......................................................................................................117 11. Meter Management....................................................................................................124 StandardFeatures......................................................................................................124 OptionalFeatures.......................................................................................................129 12. New Sites, Permits....................................................................................................130 StandardFeatures......................................................................................................130 APPENDIX A — WORKSTATION SPECIFICATIONS for enQuestaTm 6.0.................... 131 APPENDIX B — TECHNOLOGY STACK for enQuestaTm 6.0....................................... 132 Property of Systems & Software, Inc. 256 =fM enQuestamNewFeature List S & Software DEFINITIONS Following are the new features available in enQuestaTM versions 4.1-6.0. Each feature is defined as Standard, Optional, or Optional with License. To ensure accurate understanding of the features listed, Systems & Software offers the following terminology definitions: Standard Feature: a feature that is readily available in enQuesta. This feature is setup as part of the upgrade implementation, and the functionality is included in standard upgrade educational materials and instruction. Optional Feature: a feature that exists in enQuesta and doesn't require additional licenses, however additional services could potentially be required to implement the feature; to include: • Business Process Analysis • Configuration • Conversion • Programming • Training • Documentation Optional with License: a new product offering within the enQuesta application suite, requiring additional licensing considerations and costs. About enQuesta Versions This guide mainly lists new and notable enQuesta features beginning with the enQuesta 4.1 maintenance release of 6/12/2015 up to enQuesta 6.0. In some cases the list includes earlier features (such as IVR Screen Pop), usually because the feature is noteworthy but had not been previously publicized in earlier versions of this document. Note that the previous enQuesta version numbers 4.5, 4.7, and 5.3 have been realigned for clarity: Version Previously Known As Is Referred to In This Document As 4.5 5.0 4.7 5.5 5.3 6.0 25D-111 Property of Systems and Software Inc. enQuestamNewFeature List Systems a Software 1. CUSTOMER SERVICE, CALL TRACKING & INQUIRY Standard Features Feature version Application Functions and Benefits PDF and Excel List Enhancements 4.1 All Lists Now Include Account Details — When creating account -level Excel and PDF lists from Inquiry (as for ('a - = Summary_Hi4 HOME I INSERT PAGEIAYOUT R)RMUVd DATA RENEW VIEW Summary History, Payment u Cut Arial ip/_ Mf'NmPT Details, Usage Details, and CB COPY - Workflow Details), enQuesta _ +Poimat Palmer B I y- 4-1_- P-A- — —�._ �Mmge now displays a header of ni,,- a �, -- - customer information - I t` 5, 5- (Account Number, Customer n B C B E Name, Service Address). 14 Summary History z Excel performance has been enhanced to include fixed 4- Amount „-949a3o2 elements. Spreadsheet 5Customer RLBAGARIDS 6—Add.. 75'E 5TH ST values are now in �05ACP'91'0 numerical/currency format. e- 9 Train Date Amount Balance 10 CK 10/18/2006 $5.58 11 Bit l 10116190(tfl ($S SR) 12 BILL 9/14/20W ($5.58) 13 CASH 8/30/20W ($100.00) ($5.58) 14 BILL 8/15/20W $94.42 15 BILL 7/19/20W $25.54 $9442 16 BILL 7/13/20W $68.88 $E8.88 17 CASH 7/5/20W ($5153) 18 GASH 5/15/20W ($4300) $51 J3 19 BILL 6/14/20W $52 18 $94.53 20 BILL 51152OW 51321 $42 35 21 CASH 5/8/2006 ($30.00) (o Ell 22 BILL 4/12/20W $2456 $29.14 1 I Summary History C Enhanced Controls for Display of Social Security / 4.1 All Inquiry Portal has been Driver License Numbers in Inquiry enhanced to allow for the configuration of how the Social Security Number and Driver's License display. Now you can choose to display - Full SSN only - Last 4 SSN - Only Driver's License - Neither Reference: Control Code 487 Property of Systems & Software, Inc. 2 5 d-V, Y enQuestaceNewFeature List 5 &Safiware Feature ve,soa Application Functions and Benefits Advanced Account Search 5.0 All Advanced Search provides a quick and powerful way to locate customer accounts. In a way similar to a Google ^A-'.- _ ® O ®® search, every keystroke sends a new search to the server. The result list narrows as you •-.- type. If the desired result is not .. yet within view, simply keep typing to refine the search. = The goal is to find the desired - mounts displayed n.,a tnaa,s as r.a account without having to 9 q,z lathe at" field. scroll or page through results. Advanced search allows for = partial names to be entered. For example "jo" will return "jones," john," or "journal st." Behind the scenes Advanced Search is creating a wildcard query so you don't need to completely type everything you are looking for. For example: - "'jo" is searched as jo'." - "jon sol" might be all that is needed to find customer Jones living on Soldano Ave. You can also add filters to your search or search specific data fields (for example, Social Security # or Social Security Last 4) rather than all fields at once. If you run a particular search repeatedly, you can even save it for either shared or personal re -use in the future (other users must share your same Inquiry Portal view). 25D-113 Property of Systems and Software Inc. enQues ta n' New Feature List Systems & Software Feature version Application Functions and Benefits Notepad Expiration Date 5.0 All Want to place a time -limited note on an account? Now Notepad Types can be configured to receive an optional expiration ®...r.. �- date. .mm O4 P w o0 0o On user -defined notes. Expiration dates can be set up .,. _-����•�� at the time of note creation. �._ e..>.... ...,.... i , ._.... All system -generated notes will also an expiration generate date if the Notepad Types _' J Expiration Days are configured to expire. Even if a note expires you can still view it by placing a check mark on the Notepad screen at Show Expired Notes. s re me moo o� o m_ o0 - vy,.ya.�OO l Pn [9Nmm C meY.• �4 0 N.. va.0 .uw o°w..suwir.snn. 00 MMM F__ 7 7 c� Property of Systems & Software, Inc. 2 5 d-'1 1 X" l 9 enQuesta'n"NewFeature List 5 &SSoftw Feature ve,5o� Application Functions and Benefits GL Batch Drill Down 5.0 All This new Accounting inquiry / report drills down from GL batch number to CIS detail data (such as is found on the 29Mh 1^9ury DH1ldewn o. 6 * Billing Register). This interactive reporting feature lets you scrutinize G/L records down to individual transaction m� c- P� d a ° >`�a°a ° a�a records for specific accounts. Rd— 1W 1 /` � �. _� teary°° w12 ,.°° ° A G/L batch is created when- q 1<°s°° 1 82°20 ever an enQuesta update is W" cc 3'0500 n <,.°0 0.0° >_°° run. The G/L Batch Inquiry Drill WA 14°5°° 11 WA 1,5'e0.98 0.°0 °.°°-t518.9° 145.00 °° Down lets you: °W° ,°_°° 13,0° View all the different =5113 11 09° 1°° ° 1.° enQuesta Account Type/Account Code charge combinations ..1.°o° ,a°.=o -7 ® ®n "_'y (reference numbers) A Eg comprising the selected G/L batch's charges. Within each charge 1 P5. m aaC[a "w;po. reference number, view all G/L account codes and their corresponding debits or credits. This also 1, normally displays in 11 W-3—RDB—A b 1741 relevant G/L journals. Cross check for each reference number charge the total of G/L debits or o "Export to Excel" if desired credits vs. the total of corresponding CIS History transactions (such as Billing History or Cash History transactions). These should have oppo- site signs and net to zero. - Download/open a CSV file providing an account -by - account breakdown of all the enQuesta CIS history transactions for a selected reference number within the selected G/L batch. 10 Property of Systems and Software Inc. 25D-115 enQues ta m New Feature List Systems p. a Software Feature Version Application Functions and Benefits Process Assistance Search 5.0 All Process Assistance topics are quick process -reference documents available by clicking the "file cabinet" icon ^w n at the top of the Inquiry screen. Version 5's new Process ow-wwl..[w Assistance Search feature helps users locate the topics � they need faster because it Jme.wemnown b°• « �[ searches full -text inside the documents themselves. In addition to the expanded base set of almost 300 topics supplied by S&S, your utility m,��Mdf can add its own topics in any of the following formats: n;; „,� w°`• - Microsoft Word ..w,.wwJe... (DOCX, DOC) - Adobe Acrobat (PDF) ® 2 4�w HTML documents created using enQuesta's integral HTML editor You can navigate directly to a -.•• -•T-- •� Process Assistance topic by v ^� - . 'A ; clicking its link. What is the Billing Validatur? c-0rkWpP �mMBR 9'/JMb °w �JIIE6X Pa[I se.m„nEJvbfS[PnlR llryumm[ •mn •e.uptivmisbeSwry). . weCewe➢s BE vg :laYom Xn/axuo... NSW xw, iCrnYa Blig VYCb. r[eMWeawJ rtwMgeMmMRew ME]ewory Me vN Ir mnW[JNpmnnbeaMwYO®I'rt. Property of Systems & Software, Inc. 2 5 d-V, 9" 11 enQuesta^'NewFeature List 5 &Software Feature version Application Functions and Benefits Display PIN Number in Inquiry 5.0 All In the past it was possible to store a PIN number or password on: The CIS person record The Customer Master (account) record ®-A However, there was no auto- " " " matic way of displaying this information; the CSR would need to open one of the above maintenance screens to view the PIN. .. "° What's new is that enQuesta ^ ^ o can now display a PIN/Password automatically as a pop up when pop the CSR opens an account. Quick Search for Phone Number 5.0 All The Inquiry Portal Quick Search feature has been enhanced to allow look ups by phone numbers. o v4 5 Development - 45 as kryan Quick Seorch: Phone Number With 9aknee Account # Customer Name With 9aknce ERT # "WC Premise # e Mailing in Ere Of Meter A — Meter Manufacturer # Dw Phone Number With 9aknce Sec¢ r9its z To. - Man & Parcel ID # II cro.r;r Display Unused Applications 5.0 All The Inquiry Portal configuration now provides the option to display all applications, even those for which an account has no services. With this option, an account's service-less/item-less applications would display grayed -out links until a service or item is added. enQuesta would create the customer master records for all services available even if the customer 12 Property of Systems and Software Inc 25D-117 enQuesta'"New Feature List Systems v. & Software Feature version Application Functions and Benefits doesn't have that service. Only the services that have (Services/Items) will be highlighted. Search Accounts by Secondary Party 5.0 4 If desired, enQuesta's Advanced Account Search can be config- ured to allow filtering for °Y h hb, q Q secondary party (for example, LL„_t cotenant, relative, third party, etc.). rYtm° Cw°na LI m. Lin.e.. 25s Ln�V I iane ni�R r..s.w.cm L � I •we = Cyr L,ucme� r..os..ronnviam.+nw®r I serKn f uwmn LRn�� rw,nwxrn.. f Driver License Masking During Inquiry Lookups 5.0 All enQuesta was enhanced to provide additional security for doing look ups by Driver's Licenses that allows only the first 5 characters to display with the remaining characters masked. Contact S&S for information about this enhancement and configuration of the new Control Code (612). Property of Systems & Software, Inc. 2 5 d-V, 9" 13 enQuesta'"NewFeature List 5YS& software Feature ve,so� Application Functions and Benefits Secondary Party Fast Facts and Alerts 5.0 All Secondary party types can now be configured to display Fast Facts and alerts in Inquiry. For seasonal alerts, Fast Fact wording can be configured to - ;- change according to the w n configured "Valid" and "Invalid" ... ._.._ season dates. ....... '17 ri® aw. , 14 Property of Systems and Software Inc 25D-119 -1 Systems . a Software enQues ta n' New Feature List Feature version Application Functions and Benefits Data Encryption for Sensitive Data 5.0 All enQuesta has been enhanced to encrypt all Social Security —TIN data within the enQuesta database system. Lookups for Social Security, both full and "last 4," have also been changed to require an exact match before displaying accounts. Data is encrypted at rest. Moderated Token Selection During HTML Template 5.0 All Tokens are used as place - Editing holders for account -specific information when you compose HTML templates for various . �..," -° types of notifications and WebConnecte-mails. Because some tokens should only be used in specific types of messages, it was sometimes confusing which tokens were applicable for a particular type of message. / Now the enQuesta Content G Editor (where you compose notification templates) provides an Insert Token function that moderates the available tokens into a drop -down list sorted by "domains" clarifying where the tokens are applicable. Typical domains group tokens for: - Global Notifications (tokens are suitable for all standard - - notification messages) , - WebConnect E-mails amp - Bill -is -Ready Messages - Work Order Status Messages Pre -Paid Messages (utility specific) Property of Systems & Software, Inc. 2 5 d-f,,6l is enQuesta'"NewFeature List S & Software Feature version Application Functions and Benefits Expanded Report Code Functionality 5.0 and All Report fields/codes are flags you 5.5 can set on individual accounts to confer special treatment or pro- vide information. You set them LG ° using work orders. Among other a. ®� functions, report codes can set: Permanent or Date -Depen- dent Markers, Fast Facts, and alerts for special M _: ®° ®> °••o^ o attributes such as "Medical ono Alert" or "Active Military Service' or "Senior Citizen." 0 Stop flags (such as account a protections, Stop Notice, Stop Shut -Off, Stop Penalty) Rate modifiers that trigger special billing rules (in conjunction with the Rate _ - ,•_• w, a �, �, ®© •« �, _� #, , • Algorithm tool; e.g. LIHEAP) aa�e •• .•..•a.•�. New Report Code functionality: �® - Can now be applied across m^ L h` r, multiple applications �r PIN Number Display when the account is opened - Date Control — You can now �. • • set report codes to expire after a specific number of days or to be active only ®_ © HE —= during a one-time or annually recurring date range. This can a° save you from having to — = remove the code by another a work order, and also support seasonal billing and C&C processes.(5.5 up) •�•« ow o. o- m, Report Code —v -- Start/Sto p dates can now be used in Penalties. Shut ® Offs, Notices, and Billing Algorithm Tool. En masse inclusion or exclusion of accounts having any of up to 999 report codes during individual notice 16 Property of Systems and Software Inc 25D-121 enQues ta m New Feature List Systems v. & Software Feature Version Application Functions and Benefits calculations (by using Report Code Exclusion/Inclusion Sets). (5.5 up) Benefit., More granular control over report -code -governed processes. ABILL-Type Adjustments Can Now Generate 5.5 All See the description on page 69. Explanatory Letters to Customers Retail Choice / Customer Choice Fast Fact with 5.5 Electric The Inquiry Portal has been Supplier Number Gas enhanced to display Retail Choice Fast Facts for utilities with Retail Choice / Customer Choice functionality. Hovering over a customer's Retail Choice Fast Fact displays the supplier name and telephone number. Clicking on the Fast Fact pops up a screen showing the customer -choice -transaction history (so the CSR can review history of enrolls/drops/rate changes). Only for utilities with Retail Choice / Customer Choice. For more about enQuesta's Retail Choice / Customer Choice supplier management option, see page 82. Configurable Display of Balance Breakdown Codes 5.5 All This Balance & Status screen in Balance & Status Screen enhancement makes the display of Balance Breakdown Codes on Inquiry's Balance & Status screen configurable. Utilities can choose to display or to hide the drill -downs showing the Balance Breakdown codes composing each application. Contact S&S for details. Property of Systems & Software, Inc. 2 5 d-', ,Y 17 enQuesta'"NewFeature List 5 &Software Feature vesm� Application Functions and Benefits Scalable Inquiry Portal Display 6.0 All As devices and displays become more diverse (larger monitors, tablet devices), so should your CIS. enQuesta 6.0's Inquiry -,- •- -.., Portal has been redesigned with .:.. ,,w..., ,�,,,�,�, - a resizable layout to leverage _ the various devices and display "' sizes preferred by the individual --- - ._ users. — Note: Post 6.0 point releases will - _-..: ... enhance this feature beyond — " - - resizable layouts to responsive - HTML layouts. Responsive Design from HTML5 V6 All A number of enQuesta screens Point have been and are continuing to Release be redesigned with a responsive HTML layout to better support the various devices and display sizes preferred by the individual 19 users. 18 Property of Systems and Software Inc. 25D-123 enQuestan`NewFeature List Systems & Software Feature version Application Functions and Benefits Redesigned enQuesta Menu System 6.0 N/A enQuesta 6.0's redesigned menu system allows quick retrieval of enQuesta programs ® -. =,.___ __—._r,.__ __—v-_—_,—._ — and screens based on the specific operator's security level. '- New functionality includes: ---- -- - e Tree-likeStructure- -_ Collapse or expand menu _ :I folders with a click. Search Capability— _ Type a word (for example, "deposit") and enQuesta =- displays all menu items - — containing that word. - Customizability — _. Users can create their own favorites by dragging and dropping any program items from the menu on the left to _ the Favorites bar on top. Security -Contingent _ Functions — Utility Admin personnel can right click _ .oa,.a„.,.,.. items to see which operator last ran a program and when. Benefit: A more logical, intuitive, and easier -to -navigate menu system. Operators can °-� customize their screens to their own responsibilities and managers can keep apprised of program and run sheet status. m_ Property of Systems & Software, Inc. 2 5 d-'W" ' 19 enQuesta'"NewFeature List 5 &Software Feature ve,sm� Application Functions and Benefits Rich User Interface Functionality from GXT 4.0 6.0 All State-of-the-art interface (Google Web Toolkit) and PrimeFaces Component technologies such as the GXT Suite 4.0 Google Web Toolkit and PrimeFaces Component Suite will enable enQuesta to display v 19 a more robust variety of interac- tive graphic display areas. FSenk Jores sxtta.ao vsw: acv rmw m..ert..� m vnm. assma..: dam Q AmwMA'a9 Balanws C1.91S¢R jSEYItt OiEPis wn°an v kwa $5235>nm...mw A e� �5 x ux�xmixmnsxss u n s w .s x 7 ... 20 Property of Systems and Software Inc. 25D-125 enQuestan`NewFeature List Systems a Software Optional Features Feature version Application Functions and Benefits "What If' Rate -Change Inquiry 4.0 All Available from the Billing tab's drop -down selector, this function lets you test whether, for a billing date you select, a �„ 11 311111)y Sw^all„ n o: • _, °,,.,,,�„•, ,•,,,",n �, , m".n �� different rate would have increased or decreased the billed amount. You can use r. --• "^ '° "�u this information to assist the " ^ customer in a rate -change ® decision. For example: Deciding whether a switch to a Time -of -Use rate would be more economical based on their usage history. When analysis is complete, enQuesta displays: iwlow)xeaG Mryn:3e.n - A summary block in the upper right indicating whether the total bill would have increased or decreased, and by how much. - On the bottom, a more detailed comparison of both usage and non -usage - related charges for the current rate vs. the projected rate. Your utility may also offer What If comparison functionality directly to your online WebConnect customers. Additional professional services are required to implement this feature at your organization. Please see your sales representative or account manager for details regarding scheduling and pricing options. Property of Systems & Software, Inc. 2 5 d-f,,9l 21 enQuesta'"NewFeature List 5YS& software Feature version Application Functions and Benefits IVR Screen Pop: Auto -Loading Inquiry Records V4-V6 All The enQuesta IVR Screen Pop from Incoming IVR Calls application enables each CSR workstation to display an IVR caller's account information in Inquiry automatically if the caller jjAugusta Wat SCREEN POP requests to speak with a CSR Quiek secreh: and the CSR accepts their call. Account # WATER SEWER STORMWATER enQuesta Screen Pop Client is a - Windows® desktop application summary Bataoce stat I Billow Payme — that integrates with your utility's IVR telephone system. When THOMAS MATTHEW AINOR Aunt s-osiami balance and credit5ummary the CSR accepts a transferred Active code ♦10 Mauro. sa.,Y s�wacnde eoRAut call from the IVR system, the Y Sodal semnty =====ses8 ActuM currerct IVR Screen Pop function Past°ue enables the IVR Vendor Fast Facts Actual Due software to send the caller's owner Pendirw ChaMes Les PaMen4 NON TAXABLE SrA= Net Balance Due customer account number to enQuesta for automatic loading in the enQuesta Inquiry Portal. The IVR Screen Pop's Inquiry display provides you with the same functionality normally available from the standard enQuesta Inquiry screen except access to enQuesta menu screens. To access enQuesta J Sean�O-klor, P Jsamwn ® $S ,.ais"0 T020AM menu -screen programs, you still need to use the standard nArs non ffoAer when you have accepted d enQuesta application. cult but not viewed it in Screen Pop inquiry. And if you need to accept your next call before completing your Inquiry Record Queue from IVR: previous call's enQuesta screen work, the Screen Pop applica- 1-0.775._4M tion even remembers the new 1-0566.303 call's account number so you 1-3551}.3Ua "� can load its associated account Ses . 'PJ 12:04 PM screen later when you are ready to do so. Recent enhancements added to the Screen Pop functionality (from 2016 on) are: - Inquiry Record Queuing — For busy occasions when an operator accepts multiple calls but does not have the time to view all the associ- ated accounts at first, enQuesta displays a queue 22 Property of Systems and Software Inc 25D-127 enQues ta m New Feature List Systems v. & Software Feature Version APPII=a"on Functions and Benefits list to catch up viewing these accounts in Inquiry. - Screen Themes — Boldly differentiated screen skins are available to help users more easily distinguish IVR- initiated Inquiry records from CSR-initiated records. - Multi -Port Capability for Use in Virtualized Environments Such as Citrix — If multiple users' enQuesta sessions run off the same server, sharing the same server port is not permitted by Windows. This new feature allows you to override the default port automatically (using an environment variable such as the user's telephone number) or manually for each user. - Enhanced Security — Other workstations are blocked from connecting to a user's Screen Pop client. Connections are local host only. NOTE: Additional services and scoping are required for this feature. Contact your sales representative for details and pricing. Spell Check for Notepad 5.0 All enQuesta Notepad can be optionally enhanced to provide spell checking functionality. NOTE: Additional services and scoping are required for this feature. Contact your sales representative for details and pricing. Property of Systems & Software, Inc. 2 5 d-f,,9l 23 enQuesta'"NewFeature List Systems " s Software Feature verso Application Functions and Benefits Storage, Retrieval, and Delivery History for 5.0 All If a utility uses the enQuesta enQuesta-Generated Documents Document Designer tool to create documents (Letters, Work Orders, Bills), these documents can now be viewed in PDF Workflow o format directly from the Inquiry can Traddr iLetter Generaton Portal — in context of the Call TradargJLettar History account being viewed. The display includes details such as ro complaint Delivery Methods (E-mail, complaNt History Paper, Text), Delivery Dates, Web6onnect Open service Reports. and Statuses. In addition, the Communication Prefuence History CSR is able to resend the documents directly from the �pmmentoe als Inquiry Portal interface. .. omens smoa.m� N -..... :YwAM9v.. 906 ••.••. IXIti54Y9W3 '.m 6vhnlm laml�rs �® �« v1 j{I 24 Property of Systems and Software Inc 25D-129 -r Systems J , a Software enQuesta'"New Feature List Feature version Application Functions and Benefits Green Button 5.0 Electric See page 129 in the "Meter Gas Management' section for a description of this feature. Property of Systems & Software, Inc. 2 5 do-ffl6" 25 enQuestao'NewFeature List Optional with License Features 1310, S & Software Feature version Application Functions and Benefits Notifications & Communication Preferences 5.0 All You can now offer your customers the option of receiving account -related reminders via a range of v communication methods, including: - e-mail �., - paper m - SMS Text Messaging This versatile Notifications functionality is supported via - both Call Center input from the Inquiry Portal in enQuesta and Customer Self -Service input in WebConnect. enQuesta Notifications is integrated with the enQuesta - Work Order, Letter Generation, Permits, and Backflow run sheets. In addition, we have included r powerful 3rd Party and Co- _, tenant functionality to ensure W - - that the complete range of _ ..a. •��• ,®,,,,„�„„,,,� o ,,� _ n,,, account relationships handled by o the utility is covered. At setup your utility defines the types of notifications offered (such as Bill is Ready, Notices, and Account Correspondence) and defines for each those communication options to display as options for CSRs and WebConnect users. (Please note: SMS capability is dependent upon the utility having a relationship with 3rd party vendor. Integration services are not included in the standard SOW. S&S can recommend providers we have worked with in the past.) 26 Property of Systems and Software Inc 25D-131 enQues ta n' New Feature List System & Software Feature Version APP"0d"on Functions and Benefits Enhanced "Print" Steps Now Support E-Mail, SMS 5.0 All Formerly print -only processes Text, and IVR Notifications such as the Work Order Control Sheet/Print, Letter Extraction Run Sheet, Permit Control Worksheet, and Backflow letter ' extraction now have a Print / Email field supporting paper and �- electronic output options. Prior to 5.0, users could e-mail individual documents only, via the F9 key from a work order. Now Work Orders, Letters, c Permits and Backflow can e-mail, text, or send IVR messages en masse. The new Print/Email field lets oa you control the output(s): 1 —To honor Communication Preferences by printing for �.rM °r�rM �•� ° recipients who requested paper veeren mwnla wrpen ercarery -.,,�m="•ab. r,. and generating electronic messages [e-mail, SMS/rext, IVR, etc.] for recipients who This feature is an important part of enQuesta have so requested. notifications. Seethe Notifications Basics and 2 — To honor Communication Setup Guide for more information. Preferences for electronic messages only (not printing any document to paper). 3 [default] — To print all docu- ments (disregarding Comm Preferences). This prints entirely to paper. 4 — To honor Comm Preferences for electronic messages, but print documents for all accounts regardless of whether paper was requested. 5 — To voice -dial accounts with phone numbers but NOT PRINT. NOTE. Electronic outputs are limited to those communication methods contracted for by the utility (for example, texting through an SMS-Text vendor). Contact S&S for assistance. Property of Systems & Software, Inc. 2 5 d-ffIY 27 enQuestaci`NewFeature List 5 &software Feature version Application Functions and Benefits NOTE: Additional services and scoping are required for this feature. Contact your sales representative for details and pricing. SMS and IVR Integration services are not included in the standard SOW. E-Mailed Notifications if Job Scheduler Tasks 5.0 All See the description on page Exceed Configured Time Limits 119. Shut Off Notification 5.0 All A utility customer can now receive a notification when their account is turned on or off. 28 Property of Systems and Software Inc 25D-133 enQues ta m New Feature List Systems v. & Software Feature Version Application Functions and Benefits Payment Notifications 5.0 All See the description on page 86. Redesigned Secondary Party Functionality Now 5.0 All Secondary party types are now Integrates with enQuesta Notifications integrated with the enQuesta notification system. This is because, while the account holder is usually the notification recipient, notifications can also _ be sent to secondary parties. Notification setup in the ADM menu now provides enhanced secondary -party controls m. enabling the utility or S&S to define: - Informational Secondary Party types - Types ofthe "Third Party' kind that can receive a copy of account holder documents - "Seasonal" types that activate/deactivate address changes according to a date range configured for them - Associated Fast Facts and/or alerts for Inquiry - Which specific notifications are available for sending to specific secondary party types, and via which media (paper, e-mail, SMS text, voice, etc.) Property of Systems & Software, Inc. n �o=f ti, 29 enQuestaci`NewFeature List 5 &Software Feature version Application Functions and Benefits Whether the secondary M party can open a WebConnect profile online �'•'•'" 9 4] 9 O 6i ] 2 Option to Limit a Notification to Only Paper or 5.0 All Notification setup now lets you Only Electronic Media (or Both) configure the system to allow customers to choose both paper and electronic versions for individual notifications. Alterna- tively, you can restrict the customers to choosing either one or the other (generating an error if they choose both). Inquiry -Based Miscellaneous A/R Interface 5.0 Misc. Your utilitys primary billing AIR activities are for applications such as Water, Electric, or Gas. However, the utility may also * K ° ^ ' '°'b '+- p " b need to bill for sundry goods and — •a services unrelated to these " == mainstream commodities. - M For example: o -r - Poles a - Property -Damage Repair - Hydrants Nmn•hrw Pvwuxe rae. w. .,.,.. - Wire - Employee Insurance Premiums With enQuesta utilities you can now invoice and administer such transactions using a familiar ".### -type customer account 30 Property of Systems and Software Inc. 25D-135 enQuestao'New Feature List Feature version Application Functions and Benefits that is easily accessible from Inquiry. Miscellaneous A/R is ©N ® +° treated as a separate application. Miscellaneous A/R accounts also have their own Online Posting menu accessible by clicking Inquiry's Online Posting icon from any Misc. A/R account. In all, enQuesta now provides easier access to and processing of Miscellaneous Accounts Receivable records. Sundry Upload of Miscellaneous A/R 5.5 Misc. For use in conjunction with the AIR optional Miscellaneous AIR module: If your utility tracks billings outside of enQuesta's direct retail billings (for example, charges for poles, property - damage repair, hydrants, wire, and the like), enQuesta's new Sundry Billing Upload program enables you to enter such charges into a spreadsheet that you can upload into enQuesta. External -Document Management Tool 6.0 All Does your utility need to upload external documents (such as Word, Excel, PDF, or image files) and associate them with specific accounts, premises, or persons? Or maybe your utility's WebConnect customers require the capability to upload relevant documents online? Driver license scans, meter -damage photos, and new -service -related documents are examples of files a utility might want to associate with an enQuesta account, premise, or person. Property of Systems & Software, Inc. 2 5 d5f16" 31 enQuestao'NewFeature List 5 &Software Feature version Application Functions and Benefits e a a-., xi> V a, W ® 9 . This "Upload Document' functionality is available not only to enQuesta users, but - - - also to WebConnect users. For example, a customer might p have a broken meter and want to send a photo of the damage. NOTE: Additional professional services are required to implement this feature. Please see your sales representative or RO account manager for details regarding scheduling and pricing A options. Upload External Documents & Associate with enQuesta Entities 32 Property of Systems and Software Inc 25D-137 enQuesta'"NewFeature List Systems a Software 2. WORK FLOW Standard Features Feature vPf51O" Application Functions and Benefits FOS Operational Queue Viewer Enhancements 4.0 All The FOS Queue Viewer has been enhanced to: - Allow a user to view only AM] related entries. This lets you segregate AMI provi- sioning errors from other FOS operations errors. - Display both the Account Number from the Work Order and the Work Order Type. Note: Interface must have been purchased. Work Order Origin Entry 4.1 All enQuesta now allows you to record the context in which a new work order is created (customer visit, phone call, ,rder system - Meter Ord, WebConnect service request, order Year: 2012 order Humber: 36150 e-mail, postal mail, etc.). A new Entry Criteria SW Enter Origin field to enable this was added to the Work Order orderrvpe t: soa QOO MOVE odim Occur Type l: 0 a Type file. Account a: 0 C. O Fes Cd O q Scheduling Detail View Appointment Origin: M n Pee Dd[25CIIetlnlBtl: Pbane Call a (P Time) `/ q Web SA O� Frnnl Time: EMaa E: Pl4 Pazfal Mail _.. Pub Gfmratvtl __ Person B: rime-Ttru last Issued by: "as t,: [-] inquiry Qvidc Me Notes'. Active Code n status Code 11 currant and new Un,we" narwfer Current cepwit versus adfurd=(T/n) _-pTEl Property of Systems & Software, Inc. 2 5 d5f19" 33 enQuesta'"NewFeature List 0 S & Software Feature vc,so� Application Functions and Benefits Enhanced Application Bump Ups and Sewer 4.1 All enQuesta's Move In/Out process C-MTR Record Management During Account Setup was previously enhanced to (SETA) Work Orders allow for the "Application Setup" selection box to be suppressed. That enhancement has now been further enhanced to check for any service that has ever been billed at a premise, and —if not all of those services are E .a E • °___� active for billing —the "Applica- tion Setup" selection box will always appear. This allows the user to validate that these -- - services truly should be billed or not billed before moving in the ,. � a.Ewlmx.'uwwmnem w- ie nerae°o new customer. The "Application a• v ° ®® Ee Setup" box now contains the billing rate and active code of that service (application), to help LEI.LE`P the user make the decision. 04 �o o°s 6m The main reason for this enhancement is to ensure Sewer will bill (by eliminating the unintentional loss of Sewer a ® C-MTR records), but it is also og useful for all kinds of services. For Sewer C-MTR records ®m added enQuesta now performs added validations to ensure that the billing information is created. If there is a problem preventing this, fatal error code messaging has been improved to provide a wP.°„Q m""mom Fatal Ud2 D2,<rml;Da Ma,r F�K ❑ clearer corrective action descrip- tions. For example, in some " o .. cases a work order may need to 0 be changed on its Vital Informa- I. ,�°„ o lion screen to correct the �e�r'°mero'co• 0 problem. 9 ErtoVmL4an PMudom: Benefit. These safeguards help ensure that new accounts will bill the proper services. 34 Property of Systems and Software Inc 25D-139 enQuesta'"NewFeature List Systems a Software Feature Add PREVIEW Icon to Work Order Printer Selection Window —Webpage Dia4og Print Quick Work Order Order Year 2P15 Order Number B52797 Printer 1 r Email 1 Transfer Customer Information to Another Account without a Move Out Work Order --------- In-- .. w,.. ..... Inquiry Quick Notes: Active Code n OPEN StatusCOdeFG-1 NotPrinted Current and New Deposits Transfer Current DepoSRVersus Refund? (Y/N) N Transfer Cost Info/Dep From Fist N-N� Y-t— Axoun[ # Q ion - New Deposit # O Re d Deposit Deposit Date ., Q Transfer Amt O # of Deposits O New Deposit New sub Deposit FOS Queue Viewer Now Permits Batch Deletions Version I Application Functions and Benefits 4.1 All The option to generate a preview PDF has been added to the Print Quick Work Order pop up. 4.1 All Work Orders was modified to introduce a new customer information transfer option that allows customer information to be transferred without doing a move out work order. You no longer need to have a move -out work order on one account and a move -in work order on another account. Contact S&S Support for information about this new feature. 4.1 All The FOS Operation Queue Viewer was modified to allow deleting by Batch. Note: Interface must have been purchased. Property of Systems & Software, Inc. 2 5 d-U6" 35 enQuesta'"NewFeature List S & 5aftwam Feature vc,:j.� Application Functions and Benefits Collection Agency Records Are Now Editable from 4.1 All See the description on page 87. Work Orders Work Orders - Send E-mails From Mobile Work 4.1 All For utilities having the mobile Order Queue Viewer When Failed Transactions Are work order interface: Written to the Queue The Work Order Queue Viewer program was enhanced to allow utilities to receive e-mail notification whenever a failed transaction is logged in the queue. Note: Requires configuration and purchased interface. Work Order Fatal Queue Now Recognizes Fatal 4.1 All If a work order is coded to auto Orders in Real Time update and encounters a fatal error, it will immediately show on the work queue. In addition, if a work order's only fatal code is "Cycle Lock" it can easily be filtered from the work queue. This eliminates the need for the additional fatal work queue for "Cycle Lock." 36 25D-141 Property of Systems and Software Inc. 141 Systems is Software enQuesta'"New Feature List Feature Version Application Functions and Benefits Work Orders has been Enhanced to Ensure Mailing 4.1 All New fatal codes were added. Address and Owner Address Accuracy Work Order Type Advanced Search 4.1 All When you create a new work order, enQuesta work -order -type selection offers more robust, full- text search capability in which you can search for text located ❑ GUI geMwherL hWp— weepaaeoramy — Work Order Lookup anywhere (not just the first word) Work Order Type Work0oJerpexrilmon i TURN in a work order type's configured number, description, or remark. werkOrder Remark Note: This 4.1-up feature is anticipated in 2017. TUm off Type Group Descripbon Remark " 555 2 VAC TURN OFF Tom offsen,cotoavacant Premise. ` 2 TURN OFF' Tom off service due ro accoent NOpAV in arrears. 677 2 SVC TURN Tum off service prior to major work. Property of Systems & Software, Inc. 2 5 d-UY 37 enQuesta'"I NewFeature List 0 S & Software Feature vc's'.n Application Functions and Benefits Work Order Search 5.0 All Work Order Search enables you to quickly look up — across all enQuesta accounts — all the work order records for any •N .. ® Ire particular: Route or cycle (or one or more p,x9 mramppNgeu«•n xewNgr ranges of routes of cycles) Work order year ..--^^......... ° •..r Work order number (or one or .�...,... ... o �. ,.. : ., more ranges of work order '�'^�•- numbers) ... � f �«PenYxewrt-n Work order type � NYIfW hrudmgf mudr. .4.xlnpanada.vimm.- • Meter or communication device -16enrAePd6Fpevea,me,ex, rPM«« -SHe.T 16e/afYINF3 PfRPI e! FA" " Schedule date or date range 1p1 wu:N" sn«urenmxlrp•Iv prnrnuee«ewxnrempuaem . Application _; Work Order Status. You can also filter simply for orders not - yet in history. • Service area Field worker F�ff�F"I im lM Property class Customer name (across ,-, multiple accounts) _ _ �� ° •P - -«°- Q "= Address (across multiple accounts) After you set your desired • search term(s) and filter(s), �- �o enQuesta lists work orders m satisfying your criteria. This = "°""" "" '°""" • scrollable, multi -column result .e list includes over twenty order parameters. - The search screen provides rm«"„arexxruuuxP«r°,.rnm..ma""a these useful link columns: • [Work Order] Number —Click to display the work order in View mode (read only). • Account Number — This exits you from Work Order Search and takes you to that work orders specific account in Inquiry, where you can perform work -order or other actions as you would normally. 38 25D-143 Property of Systems and Software Inc. enQuestar"NewFeature List Systems a Software Feature version Application Functions and Benefits Work Order Restriction to One Security Group 5.0 All Work order types can now be restricted by employee Security Group. If a security grouping is specified on a Work Order Type configuration, enQuesta permits "'°" "°°" ®� only operators belonging to that security group to run the work ordertype. a oa C1 j--. Pleau Note J Ej ®._ Add Secondary Parties From Move -In Work Orders 5.0 All Now you can also designate i account secondary parties at the Mew Acoaurlt- customer and Mailing Information same time that the new account O Cl d NewAccounl Customer Name: 2nd Party holder is set up. KENNETH BARR O O If your utility permits it, during O CL © New Account Mailing Intormaticn: move -In orders you can use this KENNE H BAAR new field to set up a secondary - party or seasonal address for 500 NUSTIN AVE the new account. Just click the FLM icon and complete the ANAHEIM CA 92607-2564 Customer Secondary Party 714-666-6666 Maintenance screen — right Neal ,,,, nin,- c.....I. from the move order. Property of Systems & Software, Inc. 2 5 d-fiflep " 39 enQuesta'"NewFeature List S & Software Feature vc's'.n Application Functions and Benefits Work Orders Can Now Set Report Code Dates to 5.0 All Work Order Type Maintenance Either the Current Date or the Schedule Date was modified to add a new Schedule Date/Set Date field on WOT page 5. It provides these options for displaying a Report Code date on Customer Master Files: - the System date when the order is run, or - the Scheduled date of the work order Duplicate Work Order Checking Now Extends to 5.0 All A check was added to the work Premises as Well as Accounts order entry program to prevent accidental creation of duplicate work orders on the same premise. Previously this check only prevented duplicates on the same account and did not support split -service situations where, for example, a duplicate order might be inadvertently created for both a landlord account and a vacant tenant account located at the same premise. Notice Due Date and Amount Are Now On the Work 5.0 All By popular request, the Notice Order Secondary File Due Date, Notice Amounts, and Shut Off Date from the Collections Run Sheet (or Billing Collection Events Calendar setup) are now available in the Work Order Secondary File for printing on work orders and letters. 40 25D-145 Property of Systems and Software Inc. enQuestao'New Feature List Feature version Application Functions and Benefits Work Order Type Can Now Include/Exclude by Tax 5.0 All Work Orders was enhanced to District and Property Class allow a Work Order Type to be configured to include or exclude specific Property Classes and/or Tax Districts. When configured to include a specific Property Class and Tax District, only accounts that match the criteria will be allowed to use that work ordertype. Benefit., Ensures that work orders having specificity for a particular property class or tax district are not accidentally run on the wrong accounts. Property of Systems & Software, Inc. 2 5 d-U9" 41 enQuestamNewFeature List Optional Features 130, 5YS& Software Feature version Application Functions and Benefits Meter Orders Can Now Update a Meter's AMI Type 5.0 All See the description on page 129. Work Order Task Routing via Work Queue 5.0 All Some work orders require follow-up tasks outside the work order itself. For example, a follow-up call to make sure a My Work Queue recent complaint has been resolved. Work order types can be configured to assign such tasks to specific employees by work order Query [Type 5101 (3 Items) e-mail and to generate an entry work order Query [Type 500] (B Items) on their Task Routing Work Accounts Viewed by Operator Today (17 Items) Queues. This organizes and Task Routing Queue Entries Assigned To Me (12Items) facilitates follow-up tasks such Task Routing Queue Entries Assigned By Me (5 Items) as: Task Routing Queue Entries By Supervisor (o items) - Calling back two weeks after Task Routing Queue Entries By Group (35 Items) a complaint to ensure that the customer is satisfied - Sending an e-mail - Mailing utility literature / ..,...... a...........a..r r.r o. m..., - s ko documentation Arranging a replacement 14. A;::dmme a W ry refuse bin for a customer w o with a broken bin x°r muarm.w.mn ° ++n mn au ka ko And so on o so Or, the main task of a work order might be complete, but nmu.°„�.,,:w•r�maenn..) o_,o,k„oom secondary tasks remain. I — NO if ci, CPwe Tasks can be reassigned to other users as required. These situations are where the enQuesta Task Routing Work ..,.. Queue can help: It prompts the right employee(s) to execute _ required follow-up action later on :.„m; m,A m n•«wmm — independently of the work order. Contact S&S Support for additional information about setting up this feature. 42 25D-147 Property of Systems and Software Inc. enQuestamNewFeature List Systems & Software Feature Version Application Functions and Benefits Split / Merge Services on Move / Landlord Orders 5.5 All In traditional Move and Landlord type work orders, all service meters move in unison from the existing account to either a • Vacant account, a new occu- w+rwr.w 1uenigoarrzmw +--P— �Ha pant's Active account, or a �• landlord account. . " But what if your utility s "vacant premise" policy is to split some of those services back to the landlord for continued billing, leaving only some services on the Vacant account? enQuesta's Split/Merge Services functions can provide a set of landlord -related orders to manage such "service re -assign- ment" complications as: - Moving services between existing Landlord and Tenant accounts - Creation of a "Vacant Tenant with Landlord" account at the premise when an existing tenant departs - Creation of a Landlord account at the same premise - Distributing (splitting) services/items between these two accounts after a tenant moves out, and - Merging services/items back to the next tenant account when they subsequently move in - Moving services between landlord and tenant accounts (or vice versa) even when no one is moving Additional services and scoping are required for this feature. This feature may require additional data conversion. Contact an S&S Sales representative for pricing and details. Property of Systems & Software, Inc. 2 5 d-U9" 43 enQuesta'"NewFeature List 5 &Software Feature vesm� Application Functions and Benefits Work Order Control Sheet Now Details Which Work 5.5 All Previously the Work Order Order Types Are Printing a Document Control Sheet's report would show the number of work orders processed and the number of work orders printing a document —but not which work order types were printing a document. Now the report explicitly states which work order types are a part of the document print process. Also, any error messages associated with work order printing now specifically mention the affected work order type or document name. Benefit., Control Sheet reports and messages now better support reconciliation and troubleshooting actions. 44 25D-149 Property of Systems and Software Inc. enQuesta'o"NewFeature List Systems s Software Optional with License Features Feature version Application Functions and Benefits Landlord Mass Add/Change 4.1 All Adding, changing, and deactivating a landlord on an account are common processes at utilities. enQuesta supports �"_•� °_ "•_< - w<= <°^^<"" ®® pu both simple landlord mainte- ,.<,° nance situations (where a o landlord might have only one and more complex 77account) o situations (where one landlord may have multiple accounts). In cases where a landlord is associated with multiple different «°k accounts, enQuesta's mass landlord functionality supports the automatic creation of multiple landlord work orders simultaneously from a single work order. These mass landlord work -order actions include: - Adding a new landlord to one or more accounts at once - Changing or Inactivating a common landlord on one or more accounts and premises at once - Using Filters to focus Change and Inactivate orders on either: o All accounts at all premises sharing the current landlord (Account filter), or o All accounts sharing the current landlord at the work order's premise address (Premise fitter) - Using Check Boxes on Change and Inactivate orders to select / deselect specific accounts for receiving the mass action of the current work order. Property of Systems & Software, Inc. 2 5 d-U,6" 45 enQuesta'n"NewFeature List 5YS& 5aftware Feature ve,slon Application Functions and Benefits Work Order Status -Change Notification 5.0 All enQuesta work order types can now be configured (on WOT page 11) to generate specific Notifissroons on W°'R°Ner Status Change Setup I—TI notification messages when the Use Status Notfica[inns= work order reaches specific work Werk Order Status natlncatimn Type Create Order IJ order statuses (created, Complete Order Change Order completed, changed, etc.). _ RrS hrot n Older P,e-Pay Reconm:cl 'Ed vmd order 1-5 Isa Update Order u f New Virtual Printer Options Support Outside 5.0 All Document Designer was Printing and Flexible Archiving of Notifications modified to create new printer definitions that print documents directly to PDF and then archive those PDFs as required. Virtual places PUFonENC A¢hirestsAccount Printer Purpose (keporn/printerl DOCUMENTDETAILS Utility business practices may require some notification docu- PUFUNLY CreiresaPpFtorticur: o lyanddonnotsend ments to print to paper from an naynntl % intermediate PDF file (typically Example:; Vendor pslnting Vendor only. at a print vendor). In this case enQuesta can generate PDF ERCPRINTER Create: a PDF and sends arnappRtame files to the enQuesta Resource na tadons.Example: z a Center (eRC) using virtual Vendor priming a printers with outputs to the nosrecatlans. eRC's /reports/printer directory. PUFPRINTER Createia PUF and nollrcadons. but Whether the print paper is pre- arthhesonrylo z printed form stock determines DocERQ. nmetaus lnot whether the PDF must contain the the ERCI "with stock" or "no stock" content (stock content might typically include field labels and background graphics). M' °" anaa"'A_-., ° c n Another option, PDFPRINTER, can be used where archiving to m�- wras�1VH ivw. ,nr the ERC is not required. _'pvv.a� �•a•°ro— �4i amn .'Y �° i4..uefln.Yeec r These printer options can be set moo on the Work Order Type file. „a a Benefit., Versatile file management options when an ...ov Gk.m..tig intermediate PDF print is desired r a�mW, p. -•.., so (as opposed to simply printing to q mm a hard -copy printer). a-11—aaRequires S&S Professional Services to set up this feature. 46 Property of Systems and Software Inc. 25D-151 enQuesta'"NewFeature List System &Software Feature version Application Functions and Benefits Account Communication Preferences Can Now Be 5.0 All Work Orders was modified to Set from Work Orders allow the operator to set up the new account's communication preferences when doing a Move Out / Move In work order. enQuesta intelligently maintains communication preferences at both the account level and the person (CIS) level by creating, modifying, or copying preference records at the level(s) applicable for the customer's situation (new account, new person, estab- lished person, etc.). Support for Season -Variable Revert -to -Landlord 5.5 All A new option has been added to Rules Revert -to -Landlord functionality. It allows the account to be placed in the landlord's name only at certain times of the year (for example, between October 1 1 Revert to landlord during winter and April 15). This option can be used in the Collections Shut -Off 2 Revert to landlord anytime process and/or in the Move 3 Include revert from winter Shutoff In/Out process. 4 Include revert from Shutoff anytime The applicable rule can be selected as a code setting for each landlord when his or her landlord record is created. Property of Systems & Software, Inc. 2 5 d-U,Y 47 enQuestamNewFeature List 5 & software 3. PRE -BILLING Standard Features Feature version Application Functions and Benefits Modifiable Reading Edit Criteria Now Print on 4.1 All When starting a new Reading Reading Edit Report Edit, operators have the option to arrow up and change any of a number of edit parameters. ........ Now the Reading Edit Print report generated when the edit �Ta e »� is submitted includes a section listing the settings of all raaz o . __ : o � 1 .1.. o. 11o.. ................................................................................. parameters available for the user to change. sF na-,::.1, d � di oe�_ . . tea`" 5: aWoo ";t,=uoa cam. pi.. . ee». Cycle -Specific Reading Edit Criteria 5.0 All The Billing Reading Edit was enhanced to allow the Reading Criteria to be configured for different rules based on Cycle. a a . ao dael -- --Almmf q n 'I. Wwp 48 Property of Systems and Software Inc 25D-153 Systems 4 Software enQues ta m New Feature List Feature Version Application Functions and Benefits Adjust Batch Estimates by a Percentage 5.0 All The method by which the batch program, "Estimate Readings," estimates readings is configurable on the Estimate Read Criteria section of the Pill ���.o" ° ascent Co Months Reading Edit Criteria file. Ni roping Perleds lz In unusual circumstances „I";mu",„pe,;iarllur 4 (such as a long stretch of A� unseasonable weather), Arroe."ate A,.e.age g- Recent Consecutive Months normal configured estimates „ernes can be temporarily adjusted up Ears, xinn usage No - Keep High use for Average or down by an Estimation Adjustment Percentage. omp taw usage No -Keep Law Ilse for Avenge Pi—i-Hii No- use Customer History for Average - A new "Estimation Adjustment' read code is applied in such Tr i"deusaya Yes -Account for Usage Attu cases. Adi usnnenes No- Do not aww zero werages Contact the S&S Implementation Prn.ader, „ethee Day: - Prorate Hosea on x Days Team for additional information about this enhancement. use oetewe A--,. No - Do not force use of Default l efault use Note. This feature complements oera"" ova other additional estimation use oeg.ee oaya 1rs4ead functionality such as the ability to click an Estimate button G"` 0 during the Reading Edit and to automatically estimate readings R 'aa'd in certain On Demand Billing scenarios. Property of Systems & Software, Inc. 2 5 d-f11iti ' 49 enQuesta'"NewFeature List 5 &5ofiwalre Feature vesm� Application Functions and Benefits Prebilling Enhancements for Multi -Register 5.0 All Prebilling screens such as Devices (Device Normalization) Quick Reading entry and the Reading Edit screen have been enhanced to simplify display and entry of multi - W- register information such as .+....+°u. Cb that required for compound ♦ o err .b� — - water meters, electric energy + �o demand meters, Time -of -Use, and Net -Metering meters. n i rra I iL 1 II I� I � I I �_ ¢a.�.o maen.we • ..y. u. ar,. wuyr. muaue... [lung Tpll _ uoq RrdA Svrn fmwEv „w � � bv iC � .� -\ i Ww Ty,. ,its Ne•itts _LJ 50 Property of Systems and Software Inc. 25D-155 I enQuestan`NewFeature List Systems a Software Feature version Application Functions and Benefits AN Type Added to the Reading Edit Screen 5.0 All The Billing Reading Edit screen was modified to add an AMI Type field. This would let you see, for example, whether the ® 310 o� meter reading currently displayed by the edit is from a „i .11 manual meter, an AMI meter not ^•��. a A xua(mae .eses iva viereos° ,/m/m, MR ,m] °,mm]° PM W vvmm billed smart, or an billed -smart w/ow.zm ro A ,n]lu,s .ws A on]/m,i ,aiv viemora AMI meter. xaiecc uxwwrn rona „� a mvm,s anx ,ms viueoxo cpe� ! CKtEI pp A ]!]](m1] 30iG7 1W °IWGWO ��� [wp 101 RgR[tef A 1/IIIg1A5 3696i 1MA 0a6NM0 "„�°P T� .! PO • 111,f/m11 ]%!S ,]IB YIOYOm � �w vm � A v,s/zmA t]rm zaw evaaeom � °�nVti m A nxv(mu ma uv °venom Mm„vu. '��J � R ^uwe[I IYns• iglri, p„a„MgcoJp ail Y N, ReaNn! e v eeAo mmazm, mmm° v vasuo enz(mid u ' / .°, wa revs mmxcse r arm° a,.eman, mnsm°ose:v uao ,lelmif uv �'nwe m.mmam o,mwm v azo ]nymld u „_, .v, - � aom xax run =vr.° a,.ma.]waruvrwrry .at^o ,nr]mi] ]., c AI„avweie... Property of Systems & Software, Inc. 2 5 d-U,9" 51 enQuesta'"NewFeature List 5 & Software 4. BILLING, BUDGET BILLING Standard Features Feature version Application Functions and Benefits Rate File Print Report Now Can List Future Rates 4.1 All The Rate File Print can now list future rates (in addition to current and historical rates). a,. ,E�Rtia e.eon m B a ,mk wN ry n- n.. In- muo.,, ma, — Master Type 3 Billing 4.1 All A new master -billing method is available. Master Type 3 billing is similar to Master Type 2 "Summary' billing in that subordinate accounts have their usage billed individually and one master account receives a summary of these individual bills. However, unlike Master Type 2, Master Type 3 does not transfer the A/R balances from the sub -accounts to the master account. The master account receives the summary bill, but the individual sub -accounts must pay their bills individually. Benefit., The master account can oversee sub -account bills, but paying the bills remains the responsibility of the subaccounts. 52 Property of Systems and Software Inc. 25D-157 enQuesta'n" New Feature List &nts SolSware Feature version Application Functions and Benefits Batch Bill Process Now Looks for the Most Recent 4.1 All For utilities that use Document XML file Designer to print bills in house. Both the CASS Generation screen and the Bill/Notice Generation screen were modified to automatically display the most current Bill File XML name. A different file name can be selected if needed. Previously, the user needed to know the filename of the XML file just generated through the XML Bill Print Process. Mass Rate Change 4.1 All This powerful feature lets you change the effective date, step - rate tier values, and/or Customer / Account / Service charges for ®_ _® multiple primary or component rates all at once. n m In this one operation you also W. `- have the option of updating the multiple rates you've selected to w #_J a common new effective date. For item rates, Mass Rate �mwa,ea.,ar Change can be used to modify effective dates and/or current block charges. Note: You cannot change the size, structure, algorithms, or discounts on a rate using mass rate change, just a few simple dollar amount fields (which are the most commonly changed rate parameters). Benefit., Potentially saving hours of users' time if monthly or quarterly rate changes are Property of Systems & Software, Inc. 2 5 d-U,9" 53 enQuesta'"NewFeature List 5 & software Feature version Application Functions and Benefits routine. The Mass Rate Change program has also streamlined a© o the process for updating primary rates' references to specific component-rate effective dates. "- Now, if you update the effective "" - �• �• date of selected primary rates using the Mass Rate Change program, enQuesta auto- matically updates these primary rates to reference the latest - effective -date versions of any component rates whose effective dates you previously updated using the same , program. Note: Avoid confusing this "Mass Rate Change' program with the account "Rate Jump" rate- . • ,• ....... reassignment program. The _.-_.„._ Mass Rate Change program `...... modifies rate configuration, not account rate assignment. enQuesta General Ledger Expansion 5.0 All The enQuesta system was enhanced to allow for flexible GL Account Number formats. The GL account number can ® General Ledger Number Lookup now be up to 80 characters. In addition, new Look Up functionality has been created to allow for GL Account 7 I7 7 Descriptions or Segment r7 r- � IF--- F__ Fields to be retrieved from the database in real-time. enQuesta now supports G/L numbers up to 10 segments sass ,u.- g" long, up to 10 characters per segment, and with a maximum N p G/L number length of 80 _ characters. 54 Property of Systems and Software Inc. 25D-159 enQuesta'"NewFeature List Systems & Software Feature Version Application Functions and Benefits GL Batch Drill -Down 5.0 All See page 10 in the "Customer Service, Call Tracking and Inquiry' section for a description of this feature. "Device Normalization" Billing Changes 5.0 All This enhancement expands the maximum number of (Primarily Electric) registers that can be attached to a device from 3 to 99 — supporting more complex ELECTRC ,-E""^°seriee Su,^s: MR ON Sen. Po„ T.Wo Ter Pole: Electric billing scenarios such TEx l s��eea�„�TOUx T"Rx,R�M ,F ,. RHT ® smni;o�w 116 TOaxw-TOaw„0�,; ,.n,AM as Time -of -Use and Net Re�;a,er,xwHTOxORREAH SMu MRON HL RY T THISTORY Metering. This eliminates the Reym,erzH HTouMnP K sTsnisMRON HISTORY n HISTORY former limitation that required o ffi,,is,erEI wHTOx OFFREAM SYssee:MROR HISTORY TEsrH TORY workaround setup of multiple o "is,erlN HAEE TDgeher Sp,us: MR ON HISTORY TEST HISTORY meter device records to o R.gia,ers xw Tou OR KAlC simoa.IavR on xISroRY TxsTxlnoar Rcgi.,eranwrou MuaeAH SMum MR"x HISTORY TESTHTSTORY represent one physical meter o „vNia,Mr,xWTON"FFPEAN Smma:MRON HISTORY TESrRSTORY (Net Metering) and the use of • RryislerSx Reak TDO SYNa RYRON HISTORY YESTHIOTORY one register to represent o "ia,ergx RH srem PNVNON xis W TEsrxISroRr multiple registers in the field R Oom,�r,�IEa��,Pe S,aw.:w�ROR (TOU). o Frecme4snua:mRON WATER Formerly enQuesta could process and bill TOU accounts only if the utility had an MDM system (such as the Itron MV90). The MDM would pass a billing determinant file that indicated the usage for each peak period (embedding multiple usage values into one enQuesta reading record). The billing system would process these embedded values in a Property of Systems & Software, Inc. n 5 6-f,,6l 55 enQuestamNewFeature List 5 &Software Feature version Application Functions and Benefits specific order to ensure that each value was billed at the , ELEcrRc correct TOU rate. This process _Ek He Sery a3�lus:RwRoN ry Po TransinrmerPole: lacked flexibility. METERH 2T/g3Na mR,Ele M,eeEing. llg-NEMN-NEMO/R/N ,FA 3mngguretl as' 11G-NEMN-4EMOORIN p "ialer,MNHHENDELSlatus:RWRON HISTORY TESTHISTGRY Device Normalization allows Regiater2KWHNEAIREC SLatuu:RhVRON HISTORY TESTHISTORY enQuesta to bill and process Register 3 MH NEN NET Slatus: PNR ON HISTORY TESTHISTORY work orders for these types of HATER TOU meters. With this modification we can represent Net Meters in enQuesta as they exist in the field, having multiple kWh registers (delivered, received, and net ---- ® nirt kWh) on one device. There is no longer a requirement to create dummy meters in a ' enQuesta to represent this type of meter setup. 56 Property of Systems and Software Inc 25D-161 enQuestamNewFeature List Systems a Software Billing Rate Algorithm Tool 5.0 All The Billing Algorithm Tool enables one rate to act differently for different ., accounts based on specific E;N '' "" account attributes. It enables — -- utilities to modify specific billing -rate functions dynam- �- F J "' ""' ` ically according to variables at Eoa the account, premise, service, o, meter, or item level. ,..red. A utility may sometimes want to target -modify (at the account level) an ordinarily -fixed element of a rate (an operand). Examples of such modifiable operands are step -rate tier size/charge, customer charge, and discount amount. The Billing Algorithm Tool modifies rate operands automatically at the account level according to k� Type Usage Facter nE Winter Summer Formula — configurable formulas 1 5 12 Sen brCttizen6iscount 1 am 1 M7 Sans i 'c _ (algorithms) containing 2 0 12 1.8 1.9 customer -specific variables. 'i R 44949g949 1 475 1 4RS For example, the tool could generate a formula for target - modifying a Primary rate's step -tier amount for customer Zoom to see accounts having a particular SQL variables �<:'s report code variable. available as of Or, modifying a discount or April 2017 for surcharge amount for accounts use in rate in a specific property class. algorithm formulas Or, a particular step tier of a (top left =most particular rate might have its recently added): tier size set to zero by a formula — causing the tier to be intentionally ignored during the Billing Calculation. After you create an algorithm you implement it within a rate by selecting that algorithm in the appropriate Formula field within that rate record. Formula fields exist adjacent to every modifiable operand in the Rate FLM. Property of Systems & Software, Inc. 25d-U.Y 57 enQuesta'"NewFeature List 5 &Software Feature version Application Functions and Benefits Batch REBILL (Redesigned Full Cancel Rebill) 5.0 All Standard REBILL is designed to correct parameters such as rates, dates, or readings that were incorrect on the original BATCH TRANSACT ICPI UPLOAD - Date 4; 23! 2U 1 J bills of a small number of 1 Upload MISC Miscellaneous Charges from .csv accounts. But what if a large number of 2 Upload ADJ Adjustments from _csv just -billed accounts are affected by an error? For example, every account in a particular billing or 3 Batch Set Accounts To RebilI197 -Report Only every account billed with a particular rate. To solve such 4 Batch Set Accounts To Rebill/97 - FOR UPDATE larger -scale problems, two new menu -based REBILL programs 5 Batch Set Accounts to Reversel96 - Report Only are now available. Unlike the Online Posting 6 Batch Set Accounts to Reversel96 - FOR UPDATE method, where you mark accounts for REBILL individually, In BATCH SET ACCOUNTS TO REBILL and BATCH SET ACCOUNTS TO Comparing the Different REDILL Programs REVERSE you first create and then upload into enQuesta a text w^manam tarxsi naialsiraralMa roaeu urame Kn merrrasr file listing all the accounts to receive the adjustment. Essentially, all three methods e«sNn etMr�t Woo �,e MNRNWn ✓ ✓ Y tea„ ✓ ✓ follow these general steps: a, I, aai m swaawm>a - -ss w ^ 1. Setting Accounts to Rebill a.,Qamn,a-�„a a,r,„pwe„.oh��o;Ma,con.aw.rawnaa. Tagging the account to receive a rebill during the next special billing run for the applicable rebill type. me�mwm�w�a. e°,.w.rwe,w 'fib a�no-+„u�w��awl^a«4�,°w�eaix kp'o"°"" aq�.mo-a.e.,+noa�oeu�y�quso,smm:r on 2. Correcting What Was Wrong Fixing the incor- 9 — 9 rest rate, date, reading, or Sd°^^ '°""� r" „, may. nuu ua nsn uranramian uttaaenauu I pmawmw«n,ex a ` ° other parameter that caused the bill problem. 3. Performing a "Rebill Special Billing" Run — Backs out (offsets) the old bill and (except for the BATCH SET ACCOUNTS TO REVERSE program) creates a new bill to replace it. 58 Property of Systems and Software Inc 25D-163 .r Systems �. a Software enQues ta m New Feature List Feature version Application Functions and Benefits Budget Enrollment Credit Point Limit 5.0 All For your customers a low number of credit points indicates a higher level of credit- worthiness (and vice versa). If desired, you can now define a credit -point threshold above which customers are ineligible to receive budget plans. Flex -Bill Messaging Across All Applications 5.0 All Now you can save time in cases where the same bill message must be sent to accounts of all applications. Note. Other Flex -Bill related enhancements are described on pages 67 and 114. Expanded Report Code Functionality 5.0 All enQuesta report code function- ality has been expanded to provide more precise control of billing processes that use report codes to trigger the Billing Rate Algorithm Tool. See the description on page 16. Property of Systems & Software, Inc. 2 5 d-f .X" 59 enQuestar"NewFeature List 5 & software Feature version Application Functions and Benefits G/L Balancing Tools 5.0 All Two enQuestaTM tools are now available to assist in balancing / reconciliation processes: The Auto Balance Report v. is a dynamic interface to track the balance impact of individual updates in enQuesta, highlighting any out -of -balance issues related to A/R and Deposits 4-,, A. Liability. It incorporates b automatic pre -update and post -update trial balances - - and other checks — all carried out in the back- ground during updates. For '^ any update it lets you drill down to see how specific AR m m classes were impacted by the update. It can help isolate where and when a particular out -of -balance condition began. i cr R.mE mgR1r, umi.e..,, men 9.P °,. - When you are investigating out -of -balance conditions, the G/L Batch Inquiry Drill Down is an interactive R. be' �'N `" n- 07 ".A WA30 WA,ERBITING "120t2 e., ,' " � RER-. 3W 1 o..,a A m „3 oe"00, report that can be helpful to scrutinize G/L records down °� WA ;,0500 „E EW_0 oRo �A,o to CIS transaction records A 4'0500 "TE R'°° 0. "'°° c',oc for specific accounts. For WA &500, 1, 5'1B.98 00] -11.As A Id n� M. q,,.. 00 more detailed information WA 1R 11 aae roo 2,sr 110 about this feature, see the WA ;zsln n� De m 00 description on page 10. Benefit. Streamlined balance reconciliation because all � ra!h-A., �d financial updates are visible with � ' 'E fi 3 l 77; 7n the tools. A separate ,.M _., . �°�° •- °°.°^°� spreadsheet is no longer < required to perform the balance = reconciliation. wed •rop N:noM �.anu, aemmau..,�.,,,i.. :.a TR 60 Property of Systems and Software Inc. 25D-165 enQuesta'"NewFeature List Systems a Software Feature version Application Functions and Benefits Merge Accounts 5.0 All This new Online Posting option allows the utility to merge the services of two accounts so they can bill together. For example, Merge Accoonta -- wehpage Dlalog ® Merge Accounts a suppose that water at a premise has been billed separately from the electric account, but now the customer would like one bill. Date vzs/mv Merge To Account Number t� Q Name Premise Merge Frain Account Number Q Name Premise Are Entries Oka N -No v Expanded the number of component rates 5.0 All The Billing Rates Maintenance attachable to a primary rate from 10 to 99 screen was modified to allow more than 10 Component Rates to be linked to a Primary Rate. ABILL-Type Adjustments Can Use Historic Data 5.0 All The new Use Historic Data field pertains if your utility uses the Billing Algorithm Tool, which modifies rate charges dynam- Aduiterents-- Webpage Dialog ® $elal senicai ically based on configurable =erne¢ Amount Due account variables. Some ERE=rRi= 2831 algorithm variables (such as the r WATER 33.14 Rate, Class, Multiplier, and r SEWER 14.88 Report Codes) may not be in the r REFUSE 25.22 Tamil 101.47 same state on the account today as they were at the time of the bill you want to adjust. If this bill Fi ori^ Data Ne Ab; nme^tR�m^= a Reoerse Bap i ear a,li applied an algorithm -modified rate, and you want this ABILL O adjustment to use the original variable values during the adjustment recalculation, set this field to Yes. Property of Systems & Software, Inc. n 5,o-U.9" 61 enQuesta^'NewFeature List 5 &Software Feature version Application Functions and Benefits EBPP Message Generation Is Now Run Through 5.0 All The utility's WebConnect the Job Scheduler customers can view their bills online, receiving an EBPP notification as each bill becomes available. For enQuesta °°^° °°°•^ ° ® versions 5.0 up, you create W EPBB notifications by scheduling a "Send Bill -is -Ready - Notifications' task after the billing Run Sheet's Billing Cycle Update has completed. on oe g - ®o no �d • -�• a Benefit., Fewer manual steps in ® the Billing Run Sheet and integration with automated �, ° <. •,r•.° Scheduler processes. -f ,.a Note. The EBPP Job Scheduler task is not required for utilities �•� m...e°• •om using InvoiceCloud as their WebConnect payment processor. InvoiceCloud executes EBPP notifications independently. Seamless Reversion from Time -of -Use (TOU) to 5.0 Electric The Work Order Update Former Non-TOU Rates program was modified so that when a customer changes from a non-TOU Rate to a TOU Rate, the non-TOU Rate is stored on their Service record. If the customer later decides to revert back to non-TOU, this allows them be put on the non-TOU Rate that they were originally on. Inactivate a Budget by Work Order 5.0 All Work Orders was enhanced to allow a work order to inactivate a budget without going to the Budget File Maintenance screen. A new value of "I" (for Inactivate) has been added to the Budget File option on page 3 of the Work Order Type Maintenance screen. 62 Property of Systems and Software Inc 25D-167 enQuestamNewFeature List Systems , & Software Feature version Application Functions and Benefits The Billing Calculation Can Now "Jettison" Fatal 5.0 All The On -Demand Billing Errors calculation step no longer requires a restart if the calculation encounters a fatal error on an account. Instead, enQuesta "jettisons" the error account from the calculation (for all of its applications), allowing the calculation to proceed unhindered to conclusion. Any such excluded account is then listed on the "Jettison Summary' section at the front of the Billing Kickout Report. Any jettisoned account automatically becomes a "Left -over" available for another billing after you correct its underlying error. Although you still need to fix the account's error(s) before you can bill that account, Jettison prevents the error(s) from impacting the current calculation run by excluding and segre- gating affected accounts. For Full -Cycle Billing, Jettison enables enQuesta to fully attempt the calculation even if that calculation detects one or more fatal account errors. While the presence of any fatal error(s) does still abort the calculation, it is no longer necessary to restart the calculation after each individ- ual fatal error (as for earlier enQuesta versions). Any fatal errors encountered display at the end of the calculation and are also listed in the Billing Kickout Report. Correct them together and rerun the calculation once. Benefit: Greatly improved error - handling efficiency if errors are encountered during the billing calculation. The billing calculation no longer needs to be restarted for each individual error. Property of Systems & Software, Inc. n 5 ,o-U. 9" 63 enQuestamNewFeature List 5 &Software Feature Version Application Functions and Benefits Note. For utilities using On -Demand Billing, similar "Jettison" -related features are also available for pre -billing's Billing Validator step. Contact S&S for details. Run ERC Trial Balance by Tax District 5.0 All The Trial Balance on the ERC can now be run by Tax District or range of Tax Districts. When run by tax district, it is grouped by tax district and by application. Improvements to Miscellaneous Tax Setup 5.0 All Changes have been made to the Billing System to allow Miscellaneous Taxes to be applied more precisely at the individual Rate level rather than for total -billed dollars. This enhancement allows the user to specify by rate the Miscellane- ous Taxes to which the charges from that rate need to be applied. Impacts rate setup for all rates. Contact S&S. 64 Property of Systems and Software Inc 25D-169 enQues ta m New Feature List Sy& Sm i oftware Feature version Application Functions and Benefits Streamlined ACH Processing 5.0 All No more ACU files! The manual "Create ACU File" step in the Billing Run sheet has been enQuesta'N ACH Processing (version 4.5 up) ....... replaced by a process that occurs automatically when the bill „nun„„"��„a„n„,„„„, M""aojwE.aui Billing Update is run. This W°eMnNE.nXE a1m 4CH 4ssaUm raub ,n,,,,,,, 4ACH process creates new ACH mnw o % transactions in the enQuesta database system. A run sheet in the ACH From Billing File- •°„.+ •<NP0„® N„ ac"'3 Processing Menu then lets your %lE-0ROCEl4Ntr NENN ACN PRENbIE PIIEIKEFAiCR ,e.nc n,£NENN Payment Processing personnel 5G19Y ---N— --, GCYb I:XYr4YM1M �1Y'd ni %YNMI --------- pG& NKKX-,Im .NmFlX audit, edit, and convert these i-nc„n„av r„E ac„neerrombme..avw,X mew transactions into an ACH file -Acn c"EwrE OP,_rea,oauerwEV Are x° - - they can send to your bank. on•rtdemp pGX`hrgq. ]_p[H VaIxi TPA!@ACfItli FlLf� For manual prenotes, exempts, GV Gw4eb,X,Phw�„,.N, -A1.H LPEA,F Al".^" n1l 6-AfN GPI N,A n Knec specials, one-time, and iG„NVInYYGl6„GI61bm S - AG„ PRIM AGK&tNK fItE ". - _ _ _ _ - _ _ _ _ , operator -specific ACH transac- --`-------- tions, you generate new ACH transactions in the database G," MHF,m„w :gym a w, system by running enQuesta's new Create Operator -Defined Records program from the ACH Create Operator -Defined ACH Records Menu. YP„PlE Nf„Y YbpM„C Prenotes can be processed ad^miV [v Jilbvrt9� either automatically (via the Billing ACH run sheet) or manually (via the Operator - Defined ACH run sheet). Benefits: - Less work required in the Billing Department - More robust ACH account selection - Improved ACH record tracking - Security -moderated ACH transaction editing Property of Systems & Software, Inc. n 5,o-TY6" 65 enQuesta'"NewFeature List 5 & software Feature version Application Functions and Benefits Enhancements to Discount Setup 5.0 All Changes have been made to the Billing System to accumulate charges by discount sequence. This enhancement allows the user to specify by rate the discounts to which charges from that rate need to be applied. This maintains the existing discount functionality, but allows the user to specify what charges are or are not applied against the discount. This allows different discounts to go to different G/L accounts. Also note there are no rounding issues, as the sum of the charges is accumulated by charge type for all readings and then applies that total amount one time against the discount. Impacts rate setup for all rates. Contact S&S. Rebill Final Bills 5.0 All Previously enQuesta would not permit you to perform a REBILL adjustment on inactive accounts whose last bill was a Final bill. Now you can. Billing Due Dates and Collection Timelines by 5.0 All See the description on page 92. Property Class and Tax District Configurable Display of Balance Breakdown Codes 5.5 All See the description on page 17. in Balance & Status Screen 66 Property of Systems and Software Inc 25D-171 enQues ta m New Feature List Systems r & Software Feature version Application Functions and Benefits Expanded Rate Codes 5.5 All To accommodate a greater number of potential rate IDs, enQuesta Rate identification numbers have been expanded from a maximum of four to a maximum of 12 digits. Expanded Limit for Type 2 Master -Sub Accounts 5.5 All Master Type 2 or "Summary' billing removes balances from individual sub -accounts and places the balances on their master account. For example, a chain restaurant's headquarters might use this to receive one bill for all its area locations. Formerly limited to 200 sub - accounts per master, this limit has been expanded to at least 3000 to accommodate special billing needs. Code Expansion for Rate, Balance Breakdown A/R 5.5 All The Rates Maintenance and Bank Codes program and screen were modified to allow Primary and Component Rate Codes up to 12 digits long. Step Rate Codes can now be up to 6 digits long. Item Rate Codes can only be 4- digits in length. Balance Breakdown, A/R, and Bank Codes can now be up to 4 digits. Add RATE and SALES CLASS to Flex Bill 5.5 All Flex Bill Messaging lets you Messaging Criteria target bill and WebConnect messages to specific customers. Now you can selectively target messages to customers having a specific Rate or a specific Sales Class. Note. Other Flex -Bill related enhancements are described on pages 59 and 114. Property of Systems & Software, Inc. n 5,o-TYY 67 enQuesta'"NewFeature List 5 It &5oftwilm Feature version Application Functions and Benefits Bill Calculation and B/C Events Now Support 5.5 All The Billing Calculation screen Multiple Due Dates Per Billing Run was modified to allow for multiple due dates (pop up screen to display and allow editing multiple due dates by tax Chance DueDates--webpageDialag Change Due Dates district and property class). Di11ing e=oen Due Date DePer.eA Doe Date a ul Drag Hate A Change Due Dates field El "°` °°" displays if more than one billing group has been selected earlier. NH eamme,�di a/zWzo,z 0 ,/zs/z°„ 0 ,izyzo„ 0 Selecting Yes in this field ME R� +�, „,° a„ e °„ E] „,a °„ e ME Co— El „,°,z°„ o „25/2g„ n displays a pop up that enables Municral zz,aD„ you to set Due Date, Deferred Due Date, and ACH Draft Date individually for each billing ® ® group. ®® For related information, see the entry about "Billing Due Dates and Collection Timelines" on page 92. ABILL-Type Adjustments Can Substitute an 5.5 All ABILL-type adjustments have Alternate Rate added a new option to their Use Historic Data field called Yes, With Alternate Rate. This substitutes any rate configured ?„ a in the Alternate Rate field on page 1 of the Rates FLM (in addition to using the original algorithm variables such as the Rate, Class, Multiplier, and —� Report Codes). s Benefit., ABILL's rate -substitu- tion capability provides greater —> flexibility for billing adjustments in special cases where such substitutions can be anticipated at rate configuration. For d a µ example, one utility might need - to substitute a specific variable gas/electric supply rate for a previously -billed fixed supply rate. 68 Property of Systems and Software Inc 25D-173 enQues ta m New Feature List Systems a & software Feature version Application Functions and Benefits ABILL-Type Adjustments Can Now Generate 5.5 All Want to notify customers when Explanatory Letters to Customers you apply specific ABILL-type adjustments to their accounts? Now letters can be tied to the specific Adjustment Reason Ad;urtr,ent - A ebpnge Dialog 0 saleat servicas: Code selected when the sarM. Ar»°ant Due adjustment was created. The D ELECTRIC 193.98 ABILL Update program then TUG] 193.98 spawns corresponding letters to Use H,scsncdata Nn a explain pertinent adjustment Ad;anment Rea on ode details to your customers. Rim Reverse Bill goal - Rebill on Actual Read 9002 - Ineorrect Rate Mile,] Additional professional services Meter 9003 - N°^-RagisReci.aent are required to implement this 900Rebill an - p Rate 9005 - Mixed Meter Robiling feature at your organization. 9oa5 -Over Estimated Mnthcs) 9007 - Wron, Meter Muthpller Please see your sales 9008 - Wrarg customer Move 9009 - Retail Coaice Rate representative or account 9010- Demand Read Correction 9011- o�tdaar tent Carrean manager for details regarding 9 9 g 9012- Easy care Correction 9 schedulin and pricing oplions. P 9 9013 - Water Heater 9014 - Conversion Burner 9015 -space Heat sue. "ABILL-type" adjustments W15 - Qwek Recovery Svc. 9017 - Correct Electra° s,rc. comprise single and multi -month 9013 - Correct Gas service 9019-Sal.Tax C°rrecti°n ABILL reversaVreplacement 9029 - Unaatrerized ❑Saga S021 - Budget Correction adjustments. t 9022 - Daposit Correction 9023 - Write Off Adjustment W24 - NET METER TRUE UP New Demand Truncating Option for Billing Rates 5.5 Electric The Billing Calculation was modified to enhance the Rates File Maintenance, adding an option to truncate kW usage at the tenth decimal place (e.g. 155.678 becomes 155.6). This option can be selected from the 'Round Usage' dropdown in the Demand tab in the Rates File Maintenance screen. Property of Systems & Software, Inc 2 �o=f Epti, 69 enQuestamNewFeature List Feature Rates Maintenance Ra�Summary NoraSon Add-0n Charges i iMnwd Reacli�ne Contrac nppG�ru^ 1 -ELECTRIC Hate Kind 1- Component Cgnaimption Rate 1040 - M4 RW G2 elfeti.e mre Current-05/01/2017 - Rvard usage'+ YI:IrIS11 uemaml 6illbg NIA oescriMmn No uenmmf Fuji Mem Round Down to 'Ve Tenths 4e> ] ., Trunnte to Tenth Phce nat`Me oemaM% Yes RatcM1e[ Number of Mo�M1hs New Billing Criteria Tab on the Rates FLM Ratee Malnlsnancu 1' n Version I-V 5 &Software App°Cd1ion I Functions and Benefits All The configuration of Billing Criteria exceptions (formerly limited to tab 3 of the Billing Criteria file at Cl, 8, 1, 7) can now be configured directly on any individual rate records Billing Criteria tab. If you want a particular rate's charge -accounting behavior to deviate from the default behavior defined in tab 2 of the normal Billing Criteria file, you can define this rate as an exception within the rate record itself using this new Billing Criteria tab. This new rates tab allows exceptions to be entered and retrieved more quickly and in greater number than the normal Billing Criteria Exceptions tab within the Billing Criteria file (which was limited to 1000 70 Property of Systems and Software Inc. 25D-175 -r Systems a Software enQues ta m New Feature List Feature version Application Functions and Benefits Note that Information entered on the new Rates Billing Criteria tab can still be viewed and/or edited on the original Billing Criteria Exceptions tab. Benefit: More streamlined entry and maintenance of Billing Criteria exceptions. This is the only way to enter more than 1000 rate exceptions. Additional Billing Criteria Enhancement: Since enQuesta 4.1 the Billing Calculation can map Balance Breakdown Codes (a column on page 2 and 3 of the Billing Criteria file). A new "9999-Placeholder' option was added to the Billing Criteria File; it causes enQuesta to use the BBC on the revenue ACID code. Benefit. BBC assignment can be more dynamic and based on an alternate Type + Sales Class. Billing Sales by Rate Print 5.5 All The Billing Sales by Rate Print program was enhanced to allow the output to be formatted as a CSV file for loading to Excel. Enhanced Validation Account Criteria 5.5 All Optional Rate / Class verification has been revamped. It allows you to explicitly configure valid rate and sales class combina- tions so that —if users try to add a rate and class combination that has not been set up —an error will be generated to prevent the invalid combination from saving to the C-MTR Property of Systems & Software, Inc. 2 5 d5fY6l 71 enQuestamNewFeature List 5 & software Feature version Application Functions and Benefits u _ record. In the example error to o°° ° " the left, the user tried to enter a �40 yr+en Please NoM commercial rate on a residential account. « oa _ o o Boa. r The Validation Account Criteria w screen is used to configure o which billing rates are valid for a w=«« '-'r given application, tax district, property class, AR/bank account and available service. Once the 9,,,�, o,°.„.w,„,, ,•�„„„, ®,°„„,u„°.,.o appropriate criteria are selected, a list of rate / sales class combi- nations configured to be valid for the selected criteria is displayed. al-me.-ratidwtimrw,c�tvrt -r.; ,.. You can then add or remove a rates from this list. The screen has been streamlined and now can support thousands of rate entries. .«..yam. irqwaw. y.we �mnMn NNP PL 1—r �ai Note: "Validation' must be enabled by setting Control Code 517 = 2 to enable this WL configuration. Increased Miscellaneous Tax Capacity 5.5 All Previously enQuesta would not permit more than 30 miscella- neous taxes. Now it allows 99. 72 Property of Systems and Software Inc 25D-177 `10 Systems rt Software Feature Easier Selection of Billing/Collection Groups While Scheduling Billing/Collection Events Select Cotlection Groups CATCHALL MA fun,rrcial a AHA a�sdA.c;y = n`Adda9 nHe �a,,,,,er�a IIUII � ME Resdmtial Billing Runsheet Progress Meter Billing Runsheet Performance Improvements Version 5.5 all enQues ta m New Feature List Application I Functions and Benefits All The Billing Collection Events screen was modified to add more space for selecting Billing Collection Groups, and also to add a "Select Alf' button. All There is now a progress meter for the Billing Runsheet programs. It informs the user what percentage of the program run has completed. All By allowing multiple partitions of a single program to run simultaneously, enQuesta now demonstrates significant performance improvement in the Billing Runsheet programs. Essentially, we took one single threaded process and broke it up into multiple smaller processes to improve efficiency. For example, if a Billing Calcu- lation, Print, and Update process formerly required 6 hours run as a single process, it is now typically cut by two thirds to 2 hours by running five simulta- neous processors instead. Property of Systems & Software, Inc. 2 5 d5fY9l 73 enQuestamNewFeature List System" s a Software Feature version Application Functions and Benefits Benefit. Faster, more efficient billing. Note: This feature requires sufficient processor, memory, and licensing (such as COBOL) capabilities. Contact S&S for details. 74 Property of Systems and Software Inc 25D-179 enQuesta'"NewFeature List Systems s Software Optional Features Feature version Application Functions and Benefits Net Metering Functionality 5.0 Electric enQuesta now can support Net Metering for utility customers employing alternative power sources. This can include annual E Ec Rk and monthly billing options & , 1-E15CTIC 3erv,ca slaws: PYR ON Service Rule: Tran:atonNer Pole: TOU support. METER#T C3133 mpble&i—diig: 110-4EMN-NEM WNN ® 3wnTigure1.as:11V-NEMH-4EMNIRIN S&S tailors the Net Metering billing N Register 1 MH NEM DEL Status: AVR ON HISTORY TEb HISTORY method to satisfy unique utility b Register2 MH NEM REC Swtus: w RON HISTORY TEST HISTORY business processes and applicable > Register 3 MH NEM NET Status: MR ON HISTORY T£STHL fff regulatory requirements. Available VVAITR billing methods include (but are not limited to): - Monthly Net Billed — A dollar credit for any excess energy generated is applied monthly. " The customer is billed each month for the Net energy (when positive) that was delivered to them and credited " m at the Retail rate for any Net _ energy they exported (when negative). - Banked kWh + True Up — Whenever a customer generates more kWh energy in a billing period than they consume, enQuesta "banks" the kWh credit accumulated. This kWh credit can offset future billings where Delivered kWh exceeds Received kWh. At annual true -up any credit kWh is extinguished and paid out or credited (per customer preference) at the cash compensation rate (typically less than Retail). - Banked kWh (No True Up) — Similar to the above option, but only applies kWh credits and debits from month to month without a periodic true -up. - Hybrid of Banked kWh + Monthly Net Billing — The customer is Net Billed from month to month throughout the true -up year (with bills due monthly or annually). Net production pays down Property of Systems & Software, Inc. n 5 6-fl,6l 75 enQuesta'"NewFeature List S & Software Feature ve,so� Application Functions and Benefits consumption month to month during the true -up year. Whether the customer is a Net Consumer or a Net Producer at the true -up month is what determines whether the associated monthly consumption charges are 1) upheld or 2) reversed and superseded at annual true up (substituting an alternate rate). Net Metering Inquiry quickly summarizes the account's consumed, produced, net, and banked kWh energy status. Typical information displayed in solar net -metering: - Read and Bill dates - Description —"Net Producer" or "Net Consumer." - Solar Production — The Total kWh generated at the premise during the reading period. There is a specific "Solar Meter" attached to the generation equipment (solar panel). - Power Delivered —The Total kWh that the utility delivered the customer during the reading period. - Power Received — Total kWh that the customer sent back to the utility during the reading period. - Net Usage — The sum of the Power Delivered less the Power Received - Banked Energy —The running total of kWh the customer has accumulated or "banked" since the last true up period. Additional services and scoping are required for this feature; see sales representative for details/pricing. 76 Property of Systems and Software Inc 25D-181 enQuesta'o"NewFeature List Systems & Software Feature version Application Functions and Benefits Neighborhood Net Metering Support 5.0 Electric Neighborhood Net Metering is a PUC-sanctioned method for a high -generating Net Producer g account to proportionally distribute their excess kWh compensation credit among other utility accounts they select. u� o; If used, this option enables utility customers to elect to distribute, among other customers, shares oo — �• of the credit dollar amount `J' ® �" generated from their own excess solar generation. By default a net Y,. metering customer receives 100% of their excess kWh as a credit. Terminology: - Host - The solar customer account that distributes their credit dollar amount to one or more other recipients. - Recipient - A customer receiving a portion of the Host's credit dollar amount. Property of Systems & Software, Inc 2 56-"l,Y 77 enQuestamNewFeature List 5 & Software Feature version Application Functions and Benefits Multiple Rates Per Customer Meter Record 5.5 All Previously only one rate could be associated with a customer meter (via the account's C-MTR record) in enQuesta. With enQuesta 6.0 it - ••• "• =i=® w ®a « is now possible to associate up to _ ..,. ...... _. ,_ ^ ._... three different rates (and associated sales classes) with a mp„ ` w^ single customer -account meter record. —� - For example, an individual electric or meter might now r; gas have "Delivery," "Supplier," and "Renewable Energy' rates all - attached to it simultaneously. _` w ° • _„ Benefit., Simplified setup that can potentially reduce the `— number of required rates. Additional services and scoping are required for this feature; �•^=•.......... contact sales representative for ®® details. "0 78 Property of Systems and Software Inc. 25D-183 1.01 System i a Software enQuestamNewFeature List Feature Version Application Functions and Benefits Multi -Tier Rate Jump Configuration and Other 5.5 All Rate Maintenance records can Custom Rate Jump Capabilities now permit you to define increases or decreases to more than one possible destination rate based on your configured �3 C3 a consumption ranges as well as "AND" logic between energy and A ,aa�rr+c� demand threshold settings. .--- n S&S can work with you to tailor Rate Jump functionality to best support your utility's business processes. a� c Additional analysis and a professional services may be required to implement this feature at your organization - please see ---`- - your sales representative or account manager for details uw..- u.... o...I— o regarding scheduling and pricing options. Property of Systems & Software, Inc. 2 5 6-fl.x" ' 79 enQuesta'"rNewFeature List S Ms & Software Optional with License Features Feature version Application Functions and Benefits Pre -Paid Billing to Manage Difficult Payers 5.0 Any The cost of physically shutting off application difficult -site - with AMI payers on can some and remote- times exceed the actual customer disconnect arrears amount, further compli- metering (typically cating life for both the customer electric) and the utility. The enQuesta Pre - Paid Billing module employs daily tlm • - ^^Me ° AMI meter readings and remote shut-off capability to enable rim.•°-•• �• _ a .. W. utilities to offer problem payers •-;,•r•, continued service on a strictly controlled "pay first" basis. -r w •_ •.. °•Po Po�p•r{° �• Analogous to pre -paid phone plans Daily readings via AMI Daily charges tick down the customer's pre -paid balances -•° (trueing at monthly billing) P, p, , �,,,,�� P m° me„ Up µ Employs enQuesta's notification system to keep u; customers apprised of their ie�a " Pre -Pay status at all times via text, e-mail, and/orIVR. n..,aa�^°a°�ra , P—, •d�,,�,a=.,M =,, _.�„.___ •_ taaa If they ignore these .-m•� a ." -°-'»• "�'" "" notifications and their balance dips below zero, customers become eligible for remote shut off. To prevent shut off in this case, they must pay their account up to a utility -chosen Notification p buffer threshold (for example, $50.00). - WebConnect customers can To; nealeeurtaeYCm archavl.cdn sobjen: ME -PAY THRESHOLD pea monitor their Pre -Pay status coolant: EMPre-PayPaweraccoont 211F1e141.4)05 balance Ie To at any time via a red / green / amid inreredpllaa of yeur alt�peMfee please Sll[Y yellow dashboard graphic. hnp://r .epb.cam/bill, or Call 433-SW-2372 to pay mmv, CSRs can monitor any account's Pre -Pay dashboard via a Pre -Pay Fast Fact and ® by reviewing archived messages in Document Details. Can be set up to apply a percentage of every payment toward a previous outstanding balance (with the SO Property of Systems and Software Inc. 25D-185 enQues ta n' New Feature List Systems v. a Software Feature VPf5ion Application Functions and Benefits remainder added to the customer's Pre -Pay balance). NOTE: AMI metering, remote disconnect capability, and additional services/scoping are required for this feature. To send SMS Text or Voice Out -Dial notifications, your utility must contract with an outside vendor (such as Verizon for texting). Text charges apply. Contact your sales representative for details and pricing. Property of Systems & Software, Inc 2 562- 11,6" 81 enQuesta'n"NewFeature List 44 &oftware Feature vc':ion Application Functions and Benefits Third -Party Supplier Management for Utilities That 5.5 Electric enQuesta can support utilities Offer a Choice of Suppliers: Retail Choice / that provide their customers with Gas Customer Choice the option of receiving Electric Energy and/or Gas Commodity from specific external suppliers. enQuesta's Retail Choice / Customer Choice module — supports the account, rate, and " system interface requirements necessary to administer such programs, enabling the utility to: Receive, schedule, and execute Add/Drop/Switch requests from suppliers Schedule and execute CSR- initiated drops -�� Schedule and execute CSR- o initiated Seamless Moves when a customer having an o external supplier moves to another premise within the " �� tax district. Perform related invoice management Perform related payment and ®e, adjustment processing ®® Perform supplier rate pool maintenance. enQuesta can establish and maintain 3rd- o party -supplier Electric rates r.. n,eo nw.nvww am. uer using Electronic Data Interchange (EDI) in two CSV file upload (for ° creating multiple new an, I rate pools at once) ,m o Automatically creating enQuesta rates for unrecog- nized rate pools on the fly. - Communicate relevant account changes to suppliers - Execute supplier payment via either Purchase-of- 82 Property of Systems and Software Inc 25D-187 enQues ta m New Feature List Systems v. & Software Feature VPf5ion Application Functions and Benefits Receivables (POR) or Non- POR processes. - Manually create/override third -party -supplier relationships at accounts Accounts in Inquiry display a Fast Fact providing easy access to any account's external -supplier details. NOTE: Contact your sales representative for details, requirements, and pricing for Retail Choice / Customer Choice functionality. Property of Systems & Software, Inc 2 562- 11,9" 83 enQuestamNewFeature List Systems & Software 5. CASH / PAYMENT PROCESSING Optional Features Feature Version Application Functions and Benefits Add IVR Payment Types in Payment History 4.1 All The enQuesta-IVR interface can Request now be configured to send the Payment Tender Type and Description for a getPaymentHistory request. Also, the system can now be configured to send the Arrears Amount and Total Amount for a getBillingHistory request. Contact S&S for additional information about configuring this new functionality. Auto Void / Reconnect Times and Fees 5.0 All See the description on page 99. 84 Property of Systems and Software Inc 25D-189 enQuesta'"NewFeature List Systems s Saftwam Optional with License Features Feature version Application Functions and Benefits Integration of the enQuesta Cash and 5.0 Misc. If your utility has purchased Miscellaneous A/R Modules AIR both the enQuesta Cash and enQuesta Miscellaneous AIR modules, payments you receive for sundry goods and services can be easily entered into — — — — enQuesta. We have also built into enQuesta the ability to load payments for these sundry goods and services using the Standard Payment v� Upload process. » ri �2 1-� [1 — - — u L F.I u , u RI o 0 0 o 0 o e i Property of Systems & Software, Inc. 2 5 d-f,,il 85 enQuestaaeNewFeature List 0 5 & Software Feature vc,ston Application Functions and Benefits Payment Notifications 5.0 All A new capability was added to the notifications process to trigger e- mails when a payment or a reversal payment is made on e c * + = account. When a payment or a kre �gnvre (� {ys,ames .Ta wa,,,, reversal is executed (through the �Eiik.lee[iny ILEI VNI- QTom Email '%©orc dNlunk-p""° kNy uH'°^°°m L�AWe, ftamy&otln, rcr,a,¢N,w enQuesta payment processing module at cs/l/1), a notification Nee, a„opna 11v1(kSt,ps w,a« �,4= .N WPH" event such as an e-mail message D45DEV <d45dev@ssivt.ccm> is triggered and (if account L6Ei preferences are set up) the e-mail is sent. g9tM1erc anp•pbkms WaM1 M1vntM1b mnugeednplayed "ih bae bvien i, fn,web bimssv-. Note: To send SMS Text or Voice rme Out -Dial notifications, your utility We've received your payment, must contract with an outside k<p¢n,npmb,[,pao12301. vendor (such as Verizon) for text messaging. •aym•mo.uw PakraemaaN. p6 o1 )ofu Faym•mamppne st ,¢ r m•nva. axn =P" Pagl11¢ teo. & PNIPNIIIIIDOP965 a.n.—P..nnmanPa OMI, 9yann anC S°Mnn Inc Here is what we know about you: Fkat Nama: MHUy I.Vade Name: Laal Name. DUARTE FNa Name_RF ONAWE Account: ,000,en, 1 4 12 a, 2MI Token insertion r Domain C Payment u Token NlnseN Number FonnallM Payment - Payment Dale Payment kumber Kay-6a[e _ Payment Key-Ope2br Nvmber Payme,Key-Releren[e Number Type CtWa Tenaet TypeuetapApn Payment NmouM Payment Meeaage 86 Property of Systems and Software Inc. 25D-191 enQuestamNewFeature List Systems a Software 6. CREDIT & COLLECTIONS Standard Features Feature VPfsion App°aatlon Functions and Benefits Multi -Application Setup of Auto -Void Functionality 4.1 All Auto -Void configuration was enhanced to allow the setup from one application to be copied to other applications. Benefit., Quicker Auto -Void configuration. Collection Agency Records Now Editable from 4.1 All Work Orders was modified so Work Orders that the Collections File Maintenance screen has a new option that can be set to allow you to change a current record while entering a new work order. Previously you could only add a new record. This can be set on the Collect File field on page 3 of the Work Order Type record. Improved Deposit Fatal Codes to Assist with 4.1 All Work Order Fatal Codes have Deposit Balancing been added for Deposits to assist with Deposit balancing. Specifically, the Work Order Print program was modified to: - Check for pending paid deposits when the account has no other deposits - Ensure that an account will fatal if the account: o Is moving o Had no deposits at work order completion, but then received a pending paid deposit Property of Systems & Software, Inc. 2 5 d-', ,Y 87 enQuesta'"NewFeature List S & Software Feature version Application Functions and Benefits enQuesta Credit Refunds 5.0 All We have added substantial functionality to Credit Refund processes. enQuesta now INACTIVE accounts INACTIVE or ACTIVE accounts with supports the following business with credit balances. or without credit balances. requirements: - Ability to have a grace period between the last Work Order 8710 payment date and the or Online Postings issuance of a refund check 11-Credit Refund - Ability to issue a credit refund regardless of the Accounts Marked by Operators far balance due on the account Refunds; Five Options Are Available: In the event of a payment 1 Norma) Credit Refund tAndfOr made in error 1 paymentin Error NottsfeseedCredit Rolanre - Ability to cut a check for any 4 AnyAmount' s Any Amount. Contact Change • specified amount regardless "=Supervisors Only of balance of account but And/Or not to exceed the credit balance on the account IT REFUND - Ability to automatically NSHEET generate security deposit refunds as a credit to the account based on pre- defined rules - Ability to issue a check for c L7UVLS:OADREFUND any user -specified amount, CHECKS to anyone, and for any reason (over charges, etc.) regardless of the account balance - Provide on-line reviews of an active account prior to applying the refund a�b .. + 4Ubm 13nr6@ s C9f]16® Cf ibm r.v u.w< ®ee.nemn fuoll. s pRLwm SS Property of Systems and Software Inc 25D-193 -r Systems a Software enQues ta n' New Feature List Feature version Application Functions and Benefits Deposit Transfer Enhancement 5.0 All enQuesta Work Order programs were modified to add new functionality for Deposit Transfers. When a customer moves from one premise to ��— a�P—, M.�:�wer°:,y m,...:, F m,°.Po another within the utility's service area, an additional M deposit amount can be required, if warranted. A few w" specifics: enQuesta now allows for ` o 0 the calculation — based upon credit rating — of an additional deposit when a customer transfers from one premise to another. If the customer transfers from one premise to another, enQuesta now calculates the deposit amount due at the new premise and alerts the user as to the amount that the transferring deposit is over or short of the new deposit requirement. enQuesta now includes the ability to calculate a new deposit for services when transferred, taking into account credit history, types of services, and customer type, with the ability to override Property of Systems & Software, Inc. 2 5 d-', , X" l 89 enQuesta'"NewFeature List S & Software Feature ve,so� Application Functions and Benefits Split Account History 5.0 All This program is an adjustment routine most commonly used in account BANKRUPTCY processing. Sometimes charges that have accrued on one account since a o ° certain date need to be transfer- red to another account. This program lets you designate the filing/split date for apportioning charges and prorating consump- tl'°� tion between a FROM account (of F- A any Active code) and a To account (that must be an active account). For example: - When customers file for bankruptcy, business entities are required to segregate all customer charges incurred prior to the bankruptcy filing date from any charges incurred thereafter. enQuesta Bankruptcy functionality provides two enQuesta accounts: An under -review bankruptcy account (protected) and an unprotected bump -up account (to bill any new charges incurred since the bankruptcy filing date). - A utility customer moves to another premise within the utility's service area, but fails to inform the utility in a timely manner. Here it might be beneficial to transfer charges incurred since the move date to the customer's new account. Prerequisites are that the FROM and To accounts must have the same applications and the To account must be active. 90 Property of Systems and Software Inc. 25D-195 -r Systems a Software enQues ta n' New Feature List Feature Version Application Functions and Benefits Expanded Report Code Functionality 5.0 All enQuesta report code functionality has been expanded to provide more precise control of collections notices. See the description on page 16. Expanded Auto Void Reconnect Workflow 5.0 All Auto void can now be configured Capability to both void an order and create another work order at the same time. In the past you could only create an order or void an order. This allows you to create more work flows within Auto Void. Prevent Balance Transfers Between Property 5.0 All enQuesta has been enhanced so Classes that the system can be configured to prevent balances from being transferred between residential and commercial accounts (and vice versa), even when the accounts share a common CIS (Account Holder) Number. Note: for this enhancement a Tax Type of 0 is used to identify residential accounts and all non- zero tax types are considered commercial. Notice Due Date, Notice Amount, and Shut Off Date 5.0 All By popular request, the Notice Are Now On the Work Order Secondary File Due Date, Notice Amounts, and Shut Off Date from the Collections Run Sheet (or Billing Collection Events Calendar setup) are now available in the Work Order Secondary File for printing on work orders and letters. Property of Systems & Software, Inc. 2 5 d-f,,9l 91 enQuestamNewFeature List 5 & software Feature ves,on APPiIaation Functions and Benefits Deposit Risk (Deposit Increase) Calculation Can 5.0 All The Deposit Risk process (aka Now Select by Property Class and Credit Points Calculate Deposit Increases) was modified to allow account Property Class and Credit Points as selection criteria. Easier Selection of Billing/Collection Groups While 5.5 All See the description on page 73. Scheduling Billing/Collection Events Billing Due Dates and Collection Timelines by 5.5 All Property Class and Tax District Property Class and Tax District filtering options have been added to increase account specificity during: inNeMamfveM Man4=un[. m ... IA - Billing/Collection Events and r ® Job Scheduler processes » aaf�e - Collection Notice account v a selection and other C&C e w processes - Other enQuesta processes a� Benefit., If your utility's business a _ m practices must accommodate multi -state regulations or are otherwise highly region - dependent or property -class dependent, enQuesta can help you focus and discriminate your utility's Collections and Billing disparate processes across such groups of accounts. 92 Property of Systems and Software Inc 25D-197 -1 Systems & Software enQues ta no New Feature List Feature version Application Functions and Benefits New Collections Notice Fields Offer More Control 5.5 All New fields on Collection Notice and notice setup screens provide more granular control over notice ....... ,., 3 generation. You can: AIX - Specify by Application / — Property Class / Tax District combination the bucket o age(s), amount thresholds, o NMw., and Sales Classes required for selection by a particular an y o oesn. need notice type. You can define o eva for your selected combination of application, notice type, 0 oa®r_ property class, and tax district the balances to include, the a®- selection -threshold amounts, and the sales classes that will be included or excluded in the notice calculation. �� aw Nona crn.n. �1 o r i xmort Code rn m<.naoo - Define Report Code Exclusion/Inclusion sets, o, o° which provide a simple way to define how a particular Notice should handle any of a _ e large number of possible Report Codes on accounts. This way up to 999 pre- determined report codes can be excluded or included in the selection process using a - single step. Auto Void Reconnect Can Now Be Configured by 5.5 All Auto Void Reconnect setup Tax District and Property Class. functionality was modified to include selection by Property Class and Tax District. Property of Systems & Software, Inc. 2 5 d-f,,9l 93 enQuesta'"NewFeature List Systems & Softwam Feature ve,sm� Application Functions and Benefits New Selection Method Option in Notice Criteria 5.5 All The Notice Criteria program was modified to add a new Main Selection Method 18-By Past Notice Sent Code and Due Date. The new functionality enables the user to successfully select accounts by due date (range) in addition to the previous notice sent. Mass Inclusion/Exclusion of Accounts from Notice 5.5 All Does your utility use a large Selection Using Report Code Exclusion/Inclusion number of report codes to flag Sets different account attributes? The new Report Code Exclusion /Inclusion Set feature lets you define a group of up to 999 report - - u�=, „oa„rc =�_ �«__•� codes for one-step inclusion or exclusion during notice calculations. Benefit: Improved notice- - •- — - selection granularity for utilities that employ a large number of report codes to discriminate accounts. 94 Property of Systems and Software Inc. 25D-199 d Systems 10' & Software enQues ta m New Feature List Feature version Application Functions and Benefits Automated Agency Promise -to -Pay Agreements 5.5 All In addition to the routine manual procedure for creating individual Promise -to -Pay agreements on _IHE+P FILE I VLOaD MENU oat, 2/11 /NI, accounts, you can now create Agency Promise 1 LIHEAP PROMISE CALC multiple agency -based P2P 2 LIHEAP PROMISE LISTING agreements en manse by LIHEAPLow/ncome 3 LIHEAP PROMISE UPDATE uploading a CSV-format Discount Rate enrollment file into enQuesta. A LIHEAP FUEL RATE CALC This automated agency P2P LIHEAPLowlncome.-- 5 LIHEAP FUEL RATE LISTING 6 LIHEAP FUEL RATE UPDATE procedure can also integrate Our P 9 Y Discount Rate utility's LIHEAP and/or EAP 7 ELECTRICAL ASST PGM CALL related processes with Low- ILow lnmme 6 ELECTRICAL ASST PGM LISTING income discount billing rates, as Discount Rate 9 ELECTRICAL ASST PGM UPDATE well as confer the applicable Credit & Collections protections. Benefit. Streamlined administration of large number of agency -based payment agreements. Contact S&S for additional information about this enhancement. Automatically Break an Installment On Accounts 5.5 All Formerly: If the customer had That Final Bill an installment, the final bill would include the monthly installment payment and the current amount but would not include the remaining deferred balance. A customer service rep was required to close the installment for the final bill to be calculated correctly. Now: When a customer wants to close their account, enQuesta automatically closes any installment on the account and generates a complete final bill for the customer. A customer service rep does not need to manually break the installment because the system does this automatically. Benefit., Installment balance is automatically transferred to the final bill. Property of Systems & Software, Inc. 2 5 d=fj d 6" 95 enQuesta'"NewFeature List 5 &Software Feature vesm� Application Functions and Benefits Cash Entry Enhancement Lets Cashiers Direct 5.5 All The Cash and Mail Entry Payment to an Active Agency Promise To Pay programs were enhanced to display a popup when an account has an active Agency Promise To Pay. The user can either press Enter to have the money apply to the Agency Promise To Pay, or press ESC (Escape) to have the payment not apply to the Agency Promise To Pay. Improved Deposit and Deposit -Interest Balancing 5.5 All enQuesta has been enhanced to ensure that deposits and deposit interest stay in balance. The enhancements include: - Recording deposit refund and deposit interest transactions for each deposit sequence in the deposit table. - Adding validation to the deposit interest calculation, deposit automatic refund, on- line posting deposit refund, work order deposit refund, and on-line posting delete routine to ensure deposits and interest calculations stay in balance. 96 25D-201 Property of Systems and Software Inc. enQuesta'"New Feature List Systems & Software Feature version Application Functions and Benefits Run Multiple Notice Types Within One Notice Run 5.5 All We are excited that the Billing / Collection events calendar now ®flm . ' enables users to run notices and shut -offs configured to use m methods 1 (Single Due Date), 6 (Past Notice without Cycles), _ 2...... and r 9 (Past Notice with Cycles) as a .-a single process. In other words, you can now run all these notice types in one calculation. It lets you run multiple notice types that share a due date. Benefit., Faster, more streamlined collection processes. NOTE: Special scoping of your Collections processes by Professional Services may be required to implement this feature. More Standardized/Automated Installment Creation 6.0 All enQuesta's installment type criteria have been expanded to support more automated installment generation with less required input from CSRs. In the past, during installment creation the CSR would need to r. individually input field data such as agreement date, start payment date, number of payments, down payment amount, and agreement _ amount. Nowtparameters can be preprogrammed as installment plans into more granularly defined installment type criteria — auto -populating much of the Installment Payment Agreement screen as soon as the account number is entered. The installment plan applied to an account is determined by which work order the CSR chooses. If your utility permits installment creation via API (WebConnect, IVR, kiosk, or other external Property of Systems & Software, Inc. n 5 6=idY 97 enQuesta'"NewFeature List 5 &Software Feature vesm� Application Functions and Benefits application) you can predefine criteria records (installment plans) to suit CSR-generated and/or API generated installments. New functionality has been added to support utilities that require a payment be made before an installment agreement can be created. Such pre -payments can now be more flexibly applied toward down payments, with better payment -distribution controls in these situations. Benefit: Enhanced installment configuration options mean less required input at installment creation and more flexible pre- payment and down -payment scenarios. Note: Standard for 6.0 only. Available 4.1-5.5 only with additional services and costs. Single -Application Payment -Distribution Option for 6.0 All Standard payment -distribution Promises to -Pays rules now provide the option to distribute Promise payments to a single application only. Previously this distribution was always across all applications. Cash Promise To Pay entry now identifies the type of promise (Customer or Agency) and uses the rules specified for each type. 98 25D-203 Property of Systems and Software Inc. enQues ta r" New Feature List System a Software Optional Features Feature version Application Functions and Benefits Auto Void / Reconnect Times and Fees 5.0 All Additional parameters have been added to the Auto Void / Reconnect criteria to allow work orders to be created either for the current day or for the next business day, depending on the time of day that the payment is - Notepad Information Ada More Details 04,1e - Tro MT, hates 00 10/03/2013 cam 30— wos 201343ti047 - made and the amount of the 11: 17 AM QIlFNCITLOY 96 payment. 95 AUTOMATIC PAYMENT w03/ 3eAAT nA-1 For example: A turn -on work 95 00 09/04/2013 6Ya3 317— Ac tNun6er: 53-1416.322 order might be created today if 10:38 AM OCTUWOFFLOOC Premise Number: 66ADODO the payment is made before cis m ahHI 1197/FJ m. 6:00 and the meat P payment 00 OperaW Name: TRAIN OPT 2000 00 08/04/2013 NEWS I5W1— Opcator Nurber: 2OW includes a specific turn -on fee. 00 08:20 PM CUMIXTUarf- However, if payment is made after 6:00 p.m. or if the turn -on fee is not included, then the turn - on work order will be created for the next business day. i FIR Additional services and scoping G�Q_KKSs SAKI IAL10 SKIAER aoaku. _ U.ae.. .•�. w ram.=w are required for this feature; see sales representative for details and pricing. Ynur eerriee a., been arsnonrc<ha iw wn-Payment. 1eo.— SaWYe.r xv65n61nn<KMuw s—teIII. I1 m. ' I-. mwc< ICMY nar ON.%eemnrx time nb.— LIN 1.m, aM LOIN a.m, - ID r<ea<sv am. w wx. wea •<a..1r. mx 1.maoM w v.1.K 1<u.mnu...l.ri. tr W.w<a.a-rn a.ama.a sMww+m•wn o-a:. u.vane�m.,. r„en„n,¢.eo., w. we.z.rww um lM �aswn[bwlwxwbwg rnem. Wwrvw,lwMw bv�gnvNvw oJ.iO<N Cn WNVIn tlM wxvwaenyl5 <! 11 pq m.qn yy<ngr w1 m[M[mn1<1nY, ppi enR, YnanWnrmY<mR<6 W CULLamv S<rviw Me WewYY]Oal£W be«lnaY.dMNN wlmlram. Property of Systems & Software, Inc. 2 56='uX" 99 enQuesta'"NewFeature List 5 &5ofttware Feature ve,so� Application Functions and Benefits Collection Agency Recall 5.5 All Accounts turned over to collection agencies for arrears collection are not static: - The account's arrears balance could change - The customer may have paid partially - They may have paid in full - Bankruptcy protection may have been established - The account may have closed and the balance transferred to a new account - A settlement agreement may have been reached with the customer - The utility may have terminated its business association with the agency, necessitating the recall of all accounts from that agency - The statute of limitations for collecting arrears may have been reached, terminating the need for an agency record on the account - Some agencies may specialize in collecting newer or older debt, necessitating transfer to another agency when arrears reaches a certain age enQuesta's Collection Agency Recall function keeps collection agency records, both on individual accounts and at the agencies, up-to-date and synchronized. It does this through work orders the utility can apply to individual accounts and a daily Collection Agency Recall run sheet that generates a file for communi- cating any status changes to individual collection agencies. Additional professional services may be required to implement this feature at your organization. Please see your sales representative or account manager for details regarding scheduling and pricing options. 100 Property of Systems and Software Inc. 25D-205 .r Systems �. e Software enQues ta n' New Feature List Feature version Application Functions and Benefits Collections Run Sheet Now Can Generate the XML 6.0 All The XML Notice Print file can Notice Print File now be printed from the work - order -generating Collections Run Sheet process. Formerly utilities requiring this file were limited to the non -work -order -generating Notice Run Sheet. Additional services are required. Property of Systems & Software, Inc. n 5 6=fj d 9" 101 enQuestao'NewFeature List Systems 7 & Software Optional with License Features Feature version Application Functions and Benefits Shut Off Notification 5.0 All A utility customer can now receive a notification when their account is turned on or off. Pre -Paid Billing to Manage Difficult Payers 5.0 Any See the description on page 80. application with AMI and remote - disconnect metering (typically Electric) 102 Property of Systems and Software Inc. 25D-207 enQuestap'NewFeature List Systems a Software 7. REPORTING Standard Features Feature version Application Functions and Benefits GL Batch Drill -Down 5.0 All See page 10 in the "Customer Service, Call Tracking and Inquiry' section for a description of this feature. Flat History: Combine Billing and Consumption 5.5 All This enhancement creates a History into a Single Database Table for Simplified new reporting table called Reporting "enquesta.history," upon which Cognos models can be built. For easier reporting, this table "flattens" and merges billing history, billing history detail, consumption history, and balance detail history into a single indexed table. Additionally, G/L numbers can now be associated with historical transactions (formerly they were only summary). Benefit., Now report authors can create new Cognos reports more easily in these areas, without having to know or understand the complex joins that exist between the enQuesta tables. NOTE: This feature must be set up by S&S at each utility site. A conversion process to load history back to a certain date is required. Contact S&S for additional information about this feature. Property of Systems & Software, Inc. n 5 6=fj d 9" 103 enQuesta'"NewFeature List 5YS& software Feature ve,sm� Application Functions and Benefits Redesigned enQuesta Standard Reports and 6.0 All Cognos® BI Reporting is now Integration with Business Intelligence integrated into enQuesta. Cognos reports can be accessed and run from the end �,AC enQuesta menu and Inquiry portal. ■ `� r � +� A future enhancement is expected to permit scheduling of reports through Job Scheduler. Standard Reports from BI foul Availablefmm enQuesta User Interface Benefit. Simplified Reporting workflow. m ma..ennt Standard Neportsfrom BI lool Available from enQuesta User Interface Waw NantLN Bummary Jamnal -Nrrcm t. 91rz013-wvYAia 1. o �® 104 Property of Systems and Software Inc 25D-209 enQuesta^'New Feature List Systems a a Saftware Feature version Application Functions and Benefits Identify Table and Column Names Directly from the 6.0 All To simplify report writing, enQuesta User Interface (X-Ray View) enQuesta 6.0 provides business users with an "X-ray view" to point and click to find the Field and Ta ble Names Accessed via enQuesta Application associated enQuesta table and column names from within the application. s.ea x=.nv Business users ran ghudid enenQuesbsaeens la view she database name from dlrend within the enQuesta User lrnerfars, A te:eemewe +z ann+wamnuu wpyea. Field and Table Names Accessed via enQuesta Application AGFeenana, muress ww. o. ayat ea- maPua a.®: tsd dhaaaeee.m fismsdiwmdy .Imm#,eeno csoisi e. ._ .. o r� Property of Systems & Software, Inc. n 5 6=fj , 6" 105 enQuestamNewFeature List 5 &Software 8. SECURITY AND SYSTEM ADMINISTRATION Standard Features Feature Version Application Functions and Benefits Record Lock Detail Shows Who Has a Record 5.0 All Do you ever find yourself Open blocked from accessing a particular record (for example, a Customer Master File) because another employee had that o record open? el This new program displays the username of the employee who s�2 Fw�w has that record open. Benefit., Expedited access to blocked records. Active Code Security 5.0 All Program security is now level 3 to modify the Active Code field within the Customer Master file. Users not having level 3 privilege for the program, Mp w, . , --- — � , — " � e. oa® ea®a® ciactcodesecurity, are denied 0. as a� access to this field. �Pleaze Note 0 106 Property of Systems and Software Inc 25D-211 r Systems p. & Software enQues ta n' New Feature List Feature version Application Functions and Benefits Enhanced Administrator Program Security 5.0 All enQuesta Administrator Program Security was enhanced to work based on standard Operator Group level security. ®enQuesta-Connectetltov4.loevempment-al askryan 0' o'® assword Screen When an operator is in a Supervisor Group and they access options on the ADM menu, they will no longer need to enter a separate password. Enter Passwor Operators not in a Supervisor Group will not have access to these programs. Work Order Restriction to One Security Group 5.0 All See the description on page 39. Single Sign On / LDAP Enhancements 6.0 N/A enQuesta 6.0 provides the following cross -platform enhancements related to Single Sign On authentication and For related Technology Stack Lightweight Directory Access specifications, see the Protocol (LDAP): appendix on page 132. - Presentation level integration - enQuesta accepts and authenticates credentials against Microsoft Active Directory or any LDAP service. - If the user runs the application from a system which is already logged into the directory service, enQuesta does not prompt for authentication, and SSO capabilities are achieved. - With no more client to install, no SSH connection is required. - An LDAP server is built into enQuesta (in case the utility does not already have LDAP installed). Property of Systems & Software, Inc. 2 5 6=fj�l�Y 107 enQuesta'"NewFeature List 5 & Software 9. WEBCONNECT AND PAYCONNECT Optional Features Feature Ve,smn Application Functions and Benefits WebConnect "What If' Rate Comparisons 4.0 All WebConnect was enhanced to allow WebConnect users to perform a WHAT IF comparison between their current rate and a different rate. This functionality works similarly to the WHAT IF comparison available to the CSR's on the Inquiry Portal. See page 21 in the "Customer Service, Call Tracking and Inquiry' section for more information. Additional services are required for this feature — see sales representative for details and pricing. WebConnect Report Outage link Can Create a 4.0 Electric WebConnect was modified to Work Order (Requires 63760) create a work order when an Outage is reported by a utility customer. An outage -management -system interface, additional services, and scoping are required for this feature. See sales represent- ative for details and pricing. 108 Property of Systems and Software Inc 25D-213 enQues ta m New Feature List System p. a Software Feature version Application Functions and Benefits Optional Limit: One WebConnect Profile Per 4.1 All WebConnect was modified to enQuesta Account prevent users from linking multiple WebConnect profiles to one enQuesta account if InvoiceCloud is the payment processor or if only one WebConnect user per utility account is allowed by the utility. If you want to impose this limit, contact S&S to set this up. WebConnect Can Display Inactive Accounts 4.1 All WebConnect was enhanced to Longer add a new configuration option to allow utilities to specify a number of days in the past that customers will be allowed to view their inactive accounts without balances. Prior to this enhancement only inactive accounts with balances were viewable in WebConnect. Requires configuration. WebConnect Option to Require PIN for Customer 4.1 All For added security, Registration, Transfer Service, and Disconnect WebConnect has been Service enhanced to allow configuration for requiring a PIN before entering the following service requests: Disconnect Service, Transfer Service, and Registration. Property of Systems & Software, Inc. 2 5 dn-V" ' 109 enQuesta'"NewFeature List 5YS& software Feature vesm� Application Functions and Benefits WebConnect Now Displays Service Status 5.0 All WebConnect was enhanced to display the application service status to your customers. For ��AAp 1MllL S example: Power/Water ON or OFF. W Uunm.s I u.ueµnv'. �a r ... m.e-.. en�.oti•� enwm�v; Ptiven���eb� ni a p�Cy • u�n.u-...i WebConnect Contact Info / Profile Changes are 5.0 All WebConnect was modified so Now Logged in the Change Register that any e-mail, phone, employer info, or marital status change made in by a utility customer in WebConnect will now be recorded in the Change Register. Note: Changes are recorded by CIS number. Complex Passwords Required for WebConnect 5.0 All WebConnect was enhanced to support stronger passwords. When a customer is creating a new WebConnect account, the password will be verified for strength and, if the password is weak, they will be required to enter a stronger password the next time they log in. 110 Property of Systems and Software Inc. 25D-215 +r✓ Systems & Software enQues ta m New Feature List Feature version Application Functions and Benefits Resend of WebConnect Activation E-Mail 5.0 All Inquirys Manage WebConnect User screen has been enhanced to include a new option that allows a user at the utility to resend an activation e-mail if the customer doesn't receive the original one. Property of Systems & Software, Inc. 2 5 6=fj�l�9l ill enQuesta'n"NewFeature List S & Software Optional with License Features Feature version Application Functions and Benefits WebConnectTm Account Reminders 5.0 All WebConnect was enhanced to provide Utility customers with a popup alerting them to update their personal information based a w:wneti «.rro°hiwauemk.aro°rrartecelMe.utienWely.n..arw.wywr on configurable time -frames. nnerri neiew eee .eke theme. m necessay. unuexwmnmare, upd.eE.eilad&en When a customer opens a new WebConnect account or their information hasn't been Update vhone ass , .ea u°aer personal updated in the defined number of months, the Information G — . at.,,,,,,, m.. x„•e, - ned Update Notice popup will a'. display. .."addata Any changes the customer makes online to their personal _•> information are automatically ;° updated to the enQuesta a ° oedi databases, with no work order being created for these changes. Additional services and scoping may be required for this feature — see sales representative for details and pricing. 112 Property of Systems and Software Inc 25D-217 ldc Systems a Software enQuestao'NewFeature List Feature version Application Functions and Benefits enQuesta Go! Version 2.0 N/A All We have added functionality to our Customer Self -Service GO Smart App Service Requests PP q Smart Apps: enQuesta GO Account Registration, Service Requests, and more account d = histories are now available via i GreenRiverslde the GO! Smart Apps. !:A iil Y 9pM9x°k, arvm°emp y ' NMBIIYIIQ qY oammM1 GW \6°Brc4 WnJYiG W°WN Usage History I ICI Payment & Billing History View Past Bills we Property of Systems & Software, Inc. 2 5 6=fj�l�91 113 enQuesta'"NewFeature List 5 &Software Feature ve,sm� Application Functions and Benefits Flex Bill Messaging for WebConnect Pop Ups N/A All You can now use the same versatile Flex Bill Messaging functionality formerly limited to bill messages and inserts to -•• p ^M• -•- ® ®® create popup messages that P will display for your online WebConnect customers when they log on. Note. Other Flex -Bill related - ••-----mm enhancements are described on -. - pages 59 and 67. 114 Property of Systems and Software Inc 25D-219 ldc Systems �. a Software enQuesta'"NewFeature List Feature version Application Functions and Benefits enQuestaTM Chat N/A N/A WebConnect now offers the option for your customers to converse in live online chat sessions with utility personnel. enquesta Chat: Connected This way your WebConnect Please wait An operator will be witll you shodty. }+ One please_ (p users can receive live help p.legs for the delay. ArepreseMve atiwill be vnth you S online instead of needing to use hortlpolagize y U T the phone. This lets you provide Halt Martha. My name is Katrina how can I help you? m w a new level of service and help I cant ngere oW how to thew an, hilt to your online customers. I can help you with that r 3 On the left side, do you see the link called Billing retails? C Q1 a�w!a_ Ves Please click that link to view all your biting history. wnsd ay an.,—c--[-.- Multilingual WebConnect N/A N/A WebConnect can now be made available to your customers in multiple languages. waaoma,ammt lsdmarll.ogad The customer selects their ano,....-WI. language when $umw,,e euenta preference a. I... Suguano onnewriannuadaaImemo Widar registering (or anytime later). .un ox° Muenbe I n9ncMnineany.1n, n,.°". Thereafter all WebConnect a.rory , NO—ae dmd 2L617age ``°`° .na..,a ...e e. pages are rendered in their - e c enno specified language. sa ° O1 � mow, "" °"POPT,"°'°"3p$6 "n"°��'� v 93639-35M 9<ANOEW3 The Utility has the ability to •k°°• •.. i.iv° Conm Eletlrtsha m,ol.Erew®salR.mm translate most on -screen °.a. ramaa. ,Siustedwca,ebmladogoose Rearerwwmxmutadm, were` messages, as well as all e-mail E e°e,d..r.m„a ae:ma9ano naaanao tllmaaul. notifications. Cann$ad $9$S9 ..w mwaaaa Aaami IIIIII� v ..Nose P � dnaa This feature is available for all °t Jawal a w enQuesta versions from 3.3 up. ..m waTSR sage srz96 MOO sleua m*+•,. A^ a^ SEWER sagf $169< $o. $Iaw ca,9a I.W. $..an $R9.90 $1.69 $91.,a us. GMMM PammaP Pagolllnmo $1111.21 gags annemb,e g6. 2.1. geleAesMPaoo Burartlo pare t s ryyw poparyMs... woy�amaeoa Paw&aemnanc noesH bands an un Plan de Pago grteRo o Pago nneta de cnem m:man. unenryeuaaeeao R.w,ann Pw,re Pago cm.�cm eenm,oenomnm Paulmad6n dPan "uncoaao am,almeme an nueeno pmgmma de iam„aa Poaanonem mar. Val a a anoeau a,:Uirewweno sugmao Property of Systems & Software, Inc. n 5 6=fj , 6" 115 enQuesta'"NewFeature List 5 &Software Feature vesm� Application Functions and Benefits Secondary Parties Can Be Associated to 5.0 All WebConnect has been WebConnect Profiles enhanced to accommodate recent changes to the Secondary Party functionality within enQuesta. During WebConnect profile setup, enQuesta now displays a list of qualified users that can include secondary parties. 116 Property of Systems and Software Inc 25D-221 enQuestaTM New Feature List Systems s Software 10. TECHNOLOGY & WEB SERVICES Standard Features Feature Version Application Functions and Benefits Job Scheduler Can Now Run External Scripts and 4.1 All Job Scheduler has been FTP/SFTP Tasks enhanced to provide the ability to run operating system programs and FTP/SFTP files through the use of new "Execute Ao65ched+d _.j!:y,4aWBuilder--well(talog — CS Task" and "FTP Task" Job yob Scheduler Template Builder Scheduler tasks. Contact S&S for additional information about Application: I I - ELECTRIC [EQ - y Template Nar this enhancement. Choose Job Scheduler Menu Options Send Bill Is Ready Notifxation Run Sheet • JPre-ElilAng Run Sheet •. _Jl lling Run Sheet 3i ]Penalty Run Sheet • JCredh Fund Transfer Run Sheet • INotke Run Sheet • JShut Off Run Sheet • JPrpmise To Pay Break Routine • i installment Break Routine GL Interface • jGenerat Ledger Interface Run Sheet Trial Balance Month/pate Validation Routine • Jlob Scheduler Test Run Sheets • J Wode Order Control Sheet and Documents • J Work Order Complete Report and Update - -Aprogram Container �. Execute OS Task - -AFTP Container `111 Task Job Schedule the Delinquent Notices Run Sheet 4.1 All You can now schedule delinquent notices. Property of Systems& Software, Inc. 2561Y 117 enQuesta'"NewFeature List 5 It &Software Feature vesmu Application Functions and Benefits Most Core enQuesta TIM Processes Can Now Be Run All Since its debut in version 4.1, Automatically by Job Scheduler the enQuesta Job Scheduler has expanded to run more and more enQuesta processes, including: Job Scheduler Template Builder— Webpage Dialog - Reading Edit Job Scheduler Template Builder _ 4. - Billing Validator - Billing Run Sheet Application: 1 - ELECTRIC [EL`� Template Name: - Penalty Run Sheet choose Job scheduler Menu options Credit Fund Transfer Run Sheet ORF - Billing Adjustments Update OTX - BIlling Adjustments Update - Delinquent Run Sheet ODG - Billing Adjustments Update OSend Bill Is. Ready Notification - Shutoff Run Sheet BUUT - Monthly Summary Reports OUT - Monthly Summary Journal Print - Promise to Pay and OUT - Monthly Sales by Tax District Report Installment Breaks 6 UT - Monthly Sales Tax Report OUT - Monthly Sales by Rate Report - G/L Interface OUT - Monthly Sales by Meter Size Report - Work Order Control Sheet 5 UT - Monthly Misc. Tax Report 8 UT - Monthly Usage Factor Report - Work Order Completion 8 UT - Monthly Aged Trial Balance Report Report 6 UT - Monthly Transaction Analysis Report OUT - Monthly Metered Demand by Rate Repc - Daily Update ot3UT - Month End 4 UT - Monthly Demand kW Update - External Scripts and 4 UT - Month End All Files FTP/SFTP Tasks o-yVdA - Monthly Summary Reports L77IWA - Monthly Summary Journal Print - Month/Date Validation OWA - Monthly Sales by Tax District Report 8 WA - Monthly Sales Tax Report 5.0: - Budget Breaks OWA - Monthly Sales by Rate Report - Tfle Balance OWA - Monthly Sales by Meter Size Report 8 WA - Monthly Misc. Tax Report - Cash Run Sheet 8 WA - Monthly Aged Trial Balance Report M WA - Monthly Transaction Analysis Report - Deposit File Print o 1=1WA - Month End - Deposit Auto Refund - Deposit Interest Run sheet - G/L Extract Run Sheet - Interdepartmental Billing (IDB) Processes - Billing Adjustment Run Sheet - Month -End Programs and Reports - Write -Off Reports - ACH Run Sheet 118 Property of Systems and Software Inc 25D-223 enQues ta m New Feature List Systems v. & Software Feature Version Application Functions and Benefits - Send Bill -is -Ready Notification (Except InvoiceCloud - Year -End Update - Prepay Billing 5.5: - Standard Payment Upload - Inactive to Active Transfer - Credit Refund 6.0: - Cognos° Report Runs Job Scheduler Task Approval 5.0 All Now you can create Job Schedulerjobs that require approval from a designated security group before enQuesta will run the task. You can set this requirement by double clicking any task within an enQuesta job template and completing the relevant fields. uh+mNei� 4 " n ww per 1.bmY Rd�3nr. mW upmb Rwnn 3wfiYw.r Naar wwn 4ah 4bu Wu _ ri "14whneuaw _ sDeIN UMsm aNVCt'r�uY600t M INMIMeM Run I..� ii— .ua. nmuim.� w u.�.ar'M.i E-Mailed Notifications if Job Scheduler Tasks 5.0 All Job Scheduler was enhanced to Exceed Configured Time Limits add non -fatal, warning e-mail- message capability that can e-mail designated user(s) if a particular task within a job takes more or less time than expected/defined. Property of Systems & Software, Inc. 2 5 d=',1 119 enQuesta'"NewFeature List System61311, a Software Feature vesm� Application Functions and Benefits EBPP Message Generation Is Now Run Through 5.0 All See the description on page 62. the Job Scheduler E-Mailed Notifications if Job Scheduler Tasks 5.0 All Job Scheduler was enhanced to Exceed Configured Time Limits add non -fatal, warning e-mail- message capability that can e-mail designated user(s) if a particular task within a job takes more or less time than expected/defined. Robust New Technology Stack for 6.0 6.0 All To support the enhanced V6 functionality described in the features below, S&S has assembled an array of For Technology Stack specifications, integrated technology worthy of see the appendix on page 132. the task. For specifications pertaining to the enQuesta 6 technology stack, see the appendix on page 132. Java Upgrade 6.0 N/A The version 6.0 platform has been upgraded to employ Java EE (Enterprise Edition) 7. This major upgrade to a key application component further improves enQuesta's ability to meet enterprise demands by expanding capabilities available to Systems & Software program developers. 120 Property of Systems and Software Inc. 25D-225 enQuestamNewFeature List Systems & Software Feature version Application Functions and Benefits Full Browser Platform 6.0 N/A enQuesta 6.0 delivers full - browser CIS functionality based on the latest Java EE 7 technol- ogy. The "client download" of enQuesta files to the user's computer (required by previous enQuesta versions) is no longer necessary due to WebSockets technology. New Webfast functionality replaces the former W infast screens. Benefit. Simplified enQuesta installations and updates at the individual operator level. Redesigned enQuesta Menu System 6.0 N/A See page 19 in the "Customer Service, Call Tracking and Inquiry' section for a description of this feature. Support for 6.0 N/A Based on customer and industry Microsoft Windows® and Microsoft SQL Server® feedback, enQuesta 6.0 supports SQL Database and Windows Operating System — Database& Operating System Choice in addition to the current Linux/AIX with Oracle RDMS. suppo womabngspm I*OjeAmu Supported WtaWsa ORACLE` McrosoR' SQL Server Property of Systems & Software, Inc. n 5 6=fj .9" 121 enQuesta'"NewFeature List 5 & software Feature version Application Functions and Benefits Application Failover Strategies 6.0 N/A Failover strategies requested by our customer base are available in 6.0 with the result of reliable enQuestaClusteringfor TransparentFail Over system performance and clustered enquesta decrease of system downtime ConUlns the following Instances: "Quete DO Server for CIS users. Izl anQuena Application Nodes CcM. Webwrmect Mobile • CRat e eenQuueesta (lustedng for Transparent Fail Over. Infrastructure Connections �Y w...n / \77 d The enQuesta Cluster is configured such that only one node will be active at a time. Both nodes remain 0 up and connected to the Database at all times; however, only the 'active' node will associate with the o virtual IP address and network name used by operators. 122 Property of Systems and Software Inc 25D-227 enQuesta'"NewFeature List 4 &te Software Feature version Application Functions and Benefits Single Sign On / LDAP Enhancements 6.0 N/A See page 107 in the "Security and System Administration' section for a description of this feature. Job Scheduler Recurring Jobs 6.0 All The enQuesta 6.0 Job Scheduler supports scheduling of the same job repeatedly. Benefit: Freedom from .T— V—ins redundant setup for processes o Eel e �,l that you run on a recurrent O fwn—tt a schedule. stir w. F007 QO v Fed Wtc 01 3Hv Hoiden Di I Hro.,nir MMw H HY Da Wehv r omy I mac lT." F-Wadr y 7TvzGy ❑f^!^Y ❑�, ❑sundey smrt un On— bee FO-07oo7 LW NwSal"Adry Property of Systems & Software, Inc. n 5 6=fj .9" 123 enQuesta'"NewFeature List Systems & Softwam 11. METERMANAGEMENT Standard Features Feature ve,smn Application Functions and Benefits Meter Swap Now Works for All Metered 4.1 All Originally, Meter Swap Applications functionality was available only for Water and Sewer. Now it can be used for any metered application including Electric. Enhanced Meter Test Result Entry 5.0 All The Meter Test History Program has been enhanced to offer the option for each metered service (Electric, Gas, Water) to have its own Meter Test History form. _. �,. ® - o • -•o Additional fields have been added for Electric Test Values and flex fields will be added for non - occurring fields on each form. The length of "Meter Test Information" fields has been _ _ q o � increased from 50 characters. The earlier version of the meter " `- o` u o n o test screens remains available. MeterSense Integration 5.0 All Water, Gas and Electric providers can take advantage of robust Meter Data Management capabilities with enQuesta. �$9 a 4+� � d sense Our pre -integration with the MeterSense product suite allows customers abest-of-breed, single- vendor CIS / MDM solution. 124 Property of Systems and Software Inc 25D-229 -1 Systems & Software enQues ta m New Feature List Feature Version Application Functions and Benefits Smart Grid Functionality Integration 5.0 All enQuesta has been built to integrate seamlessly with the major Smart Grid / MDM QntkmandReadings from Smart Meter toenQuestaduring aSWorktlaw applications. It is rich with CSR and Customer Self -Service Features, including a I'll P,o = On -Demand Readings, Theft Detection and What -if scenarios. puns sa mpue4wiForticrtafsgfitlb 411 la u. a EW .,vi a4. curt rxa I Smart Grid AnalytiesforCustomer5elf-Service via enpuesta kbConnea i�.Z„ �n®P:°- . ov» mre rr wry rvr, nr� Property of Systems & Software, Inc. 2 5 d=';,6" 125 enQuestan`NewFeature List Systems & Software Feature version Application Functions and Benefits Easier Route and Cycle Re -Assignment for 5.0 All When your utility's customer base Accounts expands or staffing levels change, you can use this run sheet to reroute accounts in order to maintain manageable reading M==n,.u=••°� �= ^« �® routes. Rerouting reassigns o accounts from one or more a r source route(s) or cycle(s) to a destination route or cycle. You can use this program to: Move the accounts of one o°woaaoo o°� o' route, a range of routes, or a °•n=+I —p o°+ ®E list of up to ten routes to a ®o �Lj single "destination"route, Ana+ 7= ®o. reassigning the accounts' route sequence numbers in a•mnnnpe,nl=eeerniry ryne. rr•mpveua -.,.w, ••a„a.,v,=.�.,M,„�,�.,„,•mr.,,.n. the destination route (if INNIS required). - Move accounts with granu- larity from only a subset of a route (as defined by a range of the route's handheld/walk sequence numbers). - Verify the cycle for accounts being moved by route as above, only reassigning accounts belonging to the cycle(s) you specify. - Instead of moving accounts by route, move them from one cycle, a range of cycles, or a list of up to ten cycles to a single destination cycle. 126 Property of Systems and Software Inc 25D-231 +f Systems & Software enQuesta'"New Feature List Feature Version Application Functions and Benefits Meter Mass Change 5.0 All You can use this procedure to mass -change selected attributes at either the device or the register level. For example, suppose: A R C D 1 94fi9 CIWC_PURCH_ORDER CIIWC_PUR6H_DATE Ci OVC_PURCH_COST 1 9470 CIWC ACTVE CIDVC_PURCN ORDER ODVC PURCH DATE CIE An entire shipment of meters 3 9474 CIDVC_ACRVE OWC_PUNCH _ORDER CIDVCPURCN DATE CIE has inadvertently been 4 wn CIDVCACTEVE ODVC_PUNCH ORDER CDVC_PURCH DATE CIE entered into inventory in 1 94 CIDVC ACTIVE OWC_PUNCH ORDER CWC PURCH_DATE CC U 9489 CWC_ACRVE CWC_PURCH_ORDER CWC_PURCn_DATE Ct enQuesta with the incorrect T 9484 CIWC ACTVE OCHRE PUNCH ORDER CDVC PURCH_DATE CIE manufacturer Model Number a 9"7 ❑WC AC11VE CDVC PUNCH ORDER CDVC PUNCH DATE CC 9 94M CIWC A HVE CIEW PUNCH ORDER COW -PORCH DATE CIE or Purchase Order Number. t0 9491 CIDV[_Afl'IVE 0Wf_PURCN_OR0ER CDW_PURCH_DATE C Or maybe a set of Other Devices was assigned an incorrect meter status (say, 'Truck" or'Tesf' instead of "Inventory'). _. Or the wrong template was �Oa used when adding a meter shipment by vendor file. Or perhaps a shipment of meters needed to be quickly logged to some Pre -Inventory interim status with a prelim- inary set of attributes that must now be updated more accurately into Inventory status. If the number of device records requiring the fix is significant, changing these device records individually is not practical. That's where the Mass Meter Change program can help. Available from a button at the top of the Device Maintenance screen, the Mass Meter Change program lets you upload a CSV file defining the attributes you want to correct and the device IDs for those device records needing the change / correction. All changes are copied from a template device record you specify. Property of Systems & Software, Inc. 2 5 d=,';,Y 127 enQuestaci`NewFeature List i 5 & software Feature version Application Functions and Benefits Meter Test Upload for Existing Meters 5.5 All Previously, meter test information could be mass uploaded only at the time of shipment — along with new -meter information. After shipment, subsequent meter test information needed to be entered manually. enQuesta now permits upload of meter test information for established meters using an upload file. 128 Property of Systems and Software Inc 25D-233 enQuestao'New Feature List System a Software Optional Features Feature version Application Functions and Benefits Green Button 4.0 Electric Green Button allows energy Gas providers to supply energy users with their own consumption data in an easy -to -read -and -use format at the click of the "green button' Green Button from WebConnect. Download Smart Grid Integration enables My Data enQuesta to pull utility -customer data for use by a number of 3rd party consumption -analysis applications. This means that WebConnect users can now view their interval usage (and, optionally, cost data) via the recently introduced industry standard format, Green Button rendered XML. CSV export support has also been added. Additional services and scoping may be required for this feature — see sales representative for details and pricing. Meter Orders Can Now Update a Meter's AMI Type 5.0 All For utilities using an AMI system such as MeterSense: For meter orders such as meter installs and exchanges, new functionality has been added to the work order type file to allow a work order to update the meters AMI Type at the work order update. This order option opens to the Device File so the user can edit only the AMI Type field. Example AMI types: Manual Meter, AMI Meter, AMI Meter Billed Smart. Neighborhood Net Metering Support 5.0 Electric See the description on page 77. Property of Systems & Software, Inc. 2 5 6=,';, ti" 129 enQuestao'NewFeature List Systems a Software 12. NEW SITES, PERMITS Standard Features Feature Vefsion Application Functions and Benefits Enhanced Validation Account Criteria 5.5 All See the description on page 71. 130 Property of Systems and Software Inc. 25D-235 enQuestamNewFeature List Systems a Software APPENDIX A— WORKSTATION SPECIFICATIONS for enQuestaTm 6.0 System Configuration .• Laptop or Desktop .•.Specification Laptop or Desktop Operating System Windows 7 or 8.1 Windows 10 Processor 6th Generation (or later) Intel® Core'"' i5 6th Generation (or later) Intel® Core TM i7 RAM 8+GB 16+GB Screen Resolution 1366 x 768 or higher True 4k Resolution 3840 x 2160 Hard Disk Minimum of 100 MB free space Solid State Drive with 1GB free space LAN Speed 100 Mbps 1,000 Mbps Browser IE11 IE11 PDF Viewer Acrobat Reader (latest version at time of installation) Acrobat Reader (latest version at time of installation) Property of Systems & Software, Inc. 25d_,l;, l 131 enQuestamNewFeature List 5 software APPENDIX B — TECHNOLOGY STACK for enQuestaTm 6.0 . - Operation System • Red Hat 7.x Java • Java 8 from IBM or Oracle Cobol • Visual Cobol3.x Oracle • Oracle 12 Application Server • 1Boss WildFly 10.1.0 or EAP 7.0.0 Java EE 7 certified, Tomcat 8.x for hosting Document Engine • Java EE 7- Major application components upgrade. Jump from EE 1.4 ( skipping Java EE 5.0 and EE 6.0 ) o JPA 2.1, JTA 1.2, EJB 3.2 etc. o Migrating from Seam to CDI 1.1 o Servlet 3.1, EL 3.0, JSF 2.2 —choosing implementation o JMS 2.0 - Active MCI Technology o Etc. • Along with significant changes to the platform, a lot of new functionality has been added. • Ability to publish interfaces and consume services with support of latest industry standards (APIs and protocols), e.g. SOAP 1.2, REST+ JSON etc. • Removing dependency on third party libraries • Winfast replacement with server side implementation based on Full Browser WebSockets design • New customizable, searchable enQuesta Menu • Security, Single Sign On(SSO) and LDAP Security • enQuesta to accept and authenticate credentials against Microsoft Active Directory or any LDAP service. • Application Clustering makes enQuesta a true enterprise -class Application Clustering application. Fail -over, load -balancing and distributed deployment features will make enQuesta scalable and robust application. Business Process • Powerful, integrated business process, business event, and business Management(BPM) decision management. Business experts and application developers to model, automate, measure, and improve their critical processes and policies. 132 Property of Systems and Software Inc 25D-237 enQues ta m New Feature List 1.Engine/Designer • Red Hat 7.x Operation System 0 Windows Server2016 Java • Java 8 from IBM or Oracle Application Server • Tomcat 8.x • Elasticsearch Red Hat 7.x Operation System 0 Windows Server 2016 Java • Java 8 from IBM or Oracle Server • Latest 1.4.x. GA version 1 (optional) • Red Hat 7.x Operation System 0 Windows Server2016 Java • Java 8 from IBM or Oracle Server • Apache DS 2.0 enQuesta 6.x on Windows• Operation System • Windows Server2016 Java • Java 8 from Oracle Application Server • JBoss WildFly 10.1.0 or EAP 7.0.0 Java EE 7 certified Prerequisites • enQuesta 6.0, without home directory dependency • Cobol on Windows • Revisit C library o RTS Tasks o Scripts o Etc. • Shell scripts (Cygwin may help) • JBoss/Tomcat on Windows, scripts, tune up. Property of Systems & Software, Inc. 25d_,l;, 9" 133 enQuestamNewFeature List 44 &oftware enQuesta 6.x on .•(SQL Server) Operation System • Windows Server2016 Java • Java 8 from Oracle Application Server • Moss WildFly 10.1.0 or EAP 7.0.0 Java EE 7 certified Prerequisites • enQuesta6.x • SQL Server migration from Oracle o Schemas, Tables etc. o Stored procedure/function migration proof of concept -call them from enQuesta Tasks o Oracle Stored procedure cleanup o Stored procedure/function migration Java/Cobol code change Embedded SQL migration to Standard ANSI o ENQSYSTEM.ENQSQLtable o lava/Cobolcode 134 Property of Systems and Software Inc 25D-239 ATTACHMENT C City of Santa Ana Municipal Utility Services Santa Ana, CA V'enQuestaLink enQuesta Link Mobile Proposal November 21, 2019 49 Systems & Software 25D-240 Table of Contents EngagementSummary..............................................................................................................................1 enQuestaLink Ir Q. cis Mobile Devices Mobile Server enQu sta ...............1 enQuesta-Link Modules..............................................................................................................................2 enQuesta-Link Features.............................................................................................................................3 enQuesta-Link Benefits............................................................................................................................18 enQuesta-Link Functionality/Integration - Detailed Pricing......................................................20 enQuesta-Link Hardware & Connectivity..........................................................................................24 Detailed Pricing........................................................................................... Error! Bookmark not defined. Payment schedule...................................................................................... Error! Bookmark not defined. ATTACHMENT A.......................................................................................... Error! Bookmark not defined. ATTACHMENTB..........................................................................................................................................25 25D=241 ENGAGEMENT SUMMARY 1?(P-nQuestaLink enQuesta-Link provides Mobile Service Order functionality that delivers real-time integration with the enQuesta CIS workflow engine - establishing a link between the office and field workers at a competitive price point. Systems & Software, Inc. (S&S) provides this product in partnership with West Coast Labour Systems ❑ Fully integrated with enQuesta CIS functionality ❑ Works in a wireless connected or disconnected mode ❑ Offering for Dispatch, as well as Field Technician workflows ❑ Multiple Device Support (Droid, Windows) / Robust mobile functionality ❑ Integrated partnership leverages WCLS mobility roadmap & expertise ❑ Scalable solution for enterprise mobility requirements enQuesta Version Requirement REQUIRED VERSION: enQuesta v4.5 vl(enQu esta Link Mobile Devices Mobi le Server CIS enQuesta Santa Ana enQuesta Link Mobile Proposal Page 1 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 25D-242 ENQUESTA-LINK MODULES The proposed enQuesta-Link solution delivers the core functionality described in this proposal. enQuesta-Link is also offering powerful modules to enable utilities to take advantage of the specific tools they require as part of their workforce management solution. These modules can be incorporated in any combination as part of a seamless workforce management solution: o Appointment Booking o Automatic Vehicle Location (AVL) o Street Level Routing o Reports o Auto Dispatching and Recommendations o Meter Reading o Inventory tracking o Location based view of crews, workers, assets and work o Real time monitoring o Geo-fencing and Alerts o Geocoding o Configurable subscriptions to events o Support for Android, Windows, and iOS devices o Work Proximity Alerts o GIS Overlays Please note: All references below to `enQuestaLink' refer to the Dispatch/Mobile products supplied by West Coast Labour Systems — which have been integrated with enQuesta CIS. Santa Ana enQuesta Link Mobile Proposal Page 2 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 25D-243 ENQUESTA-LINK FEATURES Order Creation Work orders are created in enQuesta CIS and sent to EnQuesta-Link for dispatching. If there is no host system, or if the host system is down, dispatchers can create work orders directly in enQuesta-Link. Field technicians can also create new orders in the field. Order Assignment Dispatchers have an excellent overview of both the service orders and the mobile resources available within their area of responsibility. Dispatchers can easily assign work to the most suitable technician based on geographic area, skill, equipment and available time. Automatic Dispatch enQuesta-Link can automatically assign service orders to technicians based on the work order type, job code, geographic area, skill, equipment and available time. Thus, dispatchers can focus their attention on exceptions and emergency situations. AVL (optional) enQuesta-Link can track vehicles and workers in real time. Closest vehicle to an orders or asset can quickly be determined. enQuesta-Link continuously monitors and records this information. This allows dispatchers the abilityto address issues as they occur. Vehicle telemetry such as idle times, excessive speeding, rapid acceleration and deceleration are all supported. Excessive Engine Speed (RPM) Vehicle Speed Events Vehicle Battery Voltage (Low Battery Warning) Check Engine Light (MIL Alert) Trip Odometer Reporting Idle Time Reporting Low Fuel Alert Rapid Acceleration Sudden Deceleration (Harsh Braking) Motion Detection IGNITION OFF Configuration I& Santa Ana enQuesta Link Mobile Proposal Page 3 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 25D-244 Configurable Order Assignment Parameters enQuesta-Link provides utilities with configurable order assignment parameters. As a utility's needs change, it can quickly and easily modifythe parameters that impact work order assignment. Real -Time Status Dispatchers can reviewthe status of a service order or atechnician anytime. Host Interface enQuesta-Link can accommodate a variety of host interfaces in addition to enQuesta CIS and can support multiple back -end systems simultaneously. System Administration Customer organizations can create and manage areas, skills, vehicles, mobile workers and dispatchers. Management Reports enQuesta-Link captures the time stamps for all significant system events. This information can be used to create standard reports that can be included in the system. In addition, the utility can create its own reports using third -party reporting tools, such as jasper Reports. Sophisticated Filters The system includes comprehensive filters that can be applied to all views, including service orders and technicians. Thus, dispatchers can focus their attention on the most relevant areas, order types, dates, etc. With enQuesta- Link 5.3 results are returned in real time as the user interacts with the system. Push Technology enQuesta-Link automatically pushes new work orders, configuration data and optionally new software versions to the mobile clients. Multiple Companies and Business UnitsF enQuesta-Link supports multiple companies and business units operating on the same server. The order types and other configuration data can be uniquely defined for each entity. Off -Line / On -Line Capabilities A major challenge for any system is the ability to handle situations where the remote user is not in contact with the server. enQuesta-Link includes support for mobile workers who are: o Within wireless coverage o Temporarily outside wireless coverage o Not equipped with wireless capability Santa Ana enQuesta Link Mobile Proposal Page 4 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 25D-245 Appointment Booking enQuesta-Link supports an appointment -booking interface. This feature allows the user to check for the availability of the appropriate resources and book an appointment forthe customer. This ensures that utilities can commit to appointments with their customers with the confidence that the commitment can be made. If the requested appointment is not available, enQuesta-Link provides the user with alternative appointment times and dates. Auto Assign and Route enQuesta-Link provides a faster, more direct way to assign, dispatch, and route orders to FSRs than performing these tasks through the Dispatch screen. It displays the Auto Assign/Route Parameters dialog box, which lets you create one or more order filters and/or select from among previously saved filters. A single button -click runs each filter in turn, generating a list of orders that meet your dispatch criteria. Then it assigns or dispatches them to suitable FSRs and routes them for each FSR. Auto-Assign/Route saves time otherwise spent paging though the order list to locate and dispatch the desired orders, and then provides street -level routing to each FSR, one at a time. This option can also be set up as a system task that is scheduled to run automatically at designated times. Grouped Orders enQuesta-Link can group work orders for the same location using a user - defined field, such as account number, ZIP code, phone number, etc., to determine that orders are forthe same premises. enQuesta-Link can park low -priority orders in the dispatch queue until a higher -priority order is received for the same location. The system will automatically un-park the order and groups it with the higher priority order for dispatch to a single worker. User -definable due dates can be assigned to parked orders. Dispatchers can be notified as parked orders approach their expiration. Dispatchers can manually dispatch parked orders if filler work is required to maximize a worker's available time. If the order is not completed, the order is returned to the dispatch queue and re -parked. Project Orders enQuesta-Link can bundle work orders, grouping them in parent/child relationships or by project. A project number is assigned to the group of orders and all orders in the group must be completed or cancelled before the project order is marked as completed. Dispatchers and managers can view and track the status/progress of individual jobs within the project order. Santa Ana enQuesta Link Mobile Proposal Page 5 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 25D-246 File Attachments File attachments are files such as schematics, instructions for completion of a particular task or digital pictures that can be attached to a work order. At sign off, field workers are prompted to transmit all file attachments that provide completion data for their work orders. If the field worker chooses not to transmit the completion data, the files will be stored on the mobile device until they do so. GIS Overlays Esri-based asset information can within the enQuesta-Link Dispatching client. Reading and Programming of Itron Endpoints (optional) GPS enQuesta-Link can be deployed utilizing Itron FC200, FC300 and Belt Clip Radio hardware. enQuesta-Link can be used as an automated meter reading (AMR) system deployment tool that provides quick, precise and hassle -free operation with the highest accuracy possible during and after your ERT implementation. Realize significant capital savings by utilizing the same handheld for both field service and AMR deployment work order types. enQuesta-Link's GPS module gives the dispatcher near real-time information on the current location of a field technician. Without this option, the worker's location is shown on the map at his or her last known on -site address. The dispatcher or the field technician can send or request GPS coordinates on demand. The GPS data includes latitude and longitude coordinates, and a date and time stamp. If the dispatcher requests GPS information for a field Santa Ana enQuesta Link Mobile Proposal Page 6 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 25D-247 technician who is off-line, the system will inform the dispatcher that the information is un-available and the technician's status will be updated. GPS Tracking enQuesta-Link supports both historical and real time GPS tracking of field workers. All worker activity is geo-coded and time stamped. GPS tracks are recorded for each technician and stored for later playback and review. This information is recorded on the mobile device and moved to the server when the device is within coverage. The archive of GPS tracks is maintained on the server and searchable by date and field technician. Both field technician events and system event are integrated with the track information. The raw GPS tracks data includes hardware events such as low battery, low memory and worker generated events. All information is geo-coded and time stamped. Access to the information can be restricted to managerial level employees. The GPS track can be exported to excel for further analysis and report generation. 1�• �3a.jec _ z - cc, t.4 I, �emlca Santa Ana enQuesta Link Mobile Proposal Page 7 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 25D-248 Miles Qdven Ij iHv, am vmkin gum ou Orders by Work Area Work order distribution can display both graphically and filtered. This information can be used to analyze distribution of workforce, area configuration and order prioritization. d, i �W i y 4 � d y f Santa Ana enQuesta Link Mobile Proposal Page 8 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 25D-249 Reporting Integrating reporting allow for generation of utility -specific standard reports within the product. AQUA FSR Timesheet Wta. li12T1125111*1 Wte Ra:xfe: 04/16/2012 1. 04/261M12 f5N: 1114 WH: 259 (259) Acbal A[lual b Cxmp wre o+dea n:mber Hnr6xre nme nnsne nose nompknen Hole Job Cade Hole., 11", nnK TOWI nnM 91116R012 6312364 07202 AAI 97,16:21 AH W_19.25 Al G s W:19.19 W33:04 MM23 6345182 W:1932AM W:55.-19A20 W31:28AM clR s 00.}4/ W28:W 01.1155 6331142 w31:}5m M41:13" o45'.55AM Qla 00'.W'.M W61:43 W1421 634660,11 W49:WAA1 10floa J.1 lcwS m to TF W1128 fflw5 WIB] 6315446 %(V A" 10n48AAl 11000TAA1 Mf2K>: 001A20 0A'.UIR W5239 0345564 1209:17910 1216,M M 12VOW CORDS W9942 WW:W W'.15'.12 MIW1 12'%30W UAILU PM 12.52aw CNRUS W]1,50 WW:10 Wao MMI 125256 M 011" M 01a21 PM 1'J(R0.i W26:W MM25 003225 &Soto 01:44:24 pM W.47:11PM 02i1.15PM CpR0.5 01 U2'.47 wa:61 01W 51 M4016T WM:MPM WMIS M NZ43 PM G(R65 M2145 W3T20 MU13 MJ26IM12 To [,R 10 W:56:M 02:54:46 05151:10 1s21 1144 04120IN12 M "1201M12 Ta k: 10 03:56AI 02:54:46 06:51:10 Geo-fencing enQUesta-Link 5.3 allows for the creation geo-fences. A geo-fence is a virtual perimeter for a real world geographic area. It allows dispatchers to draw zones around places of work. Geo-fencing can be utilized for a variety of purposes. Events can be triggered when geo-fence perimeters are entered into or exited from. INV�.� M M� nwa�etixlarvowz.n.xen rw sxal4 sl Vll5GOZona Ba. xn�mxlrwl [ e I wxw.vxsluno-v 1I �• •�.� Y Cntlm. Ropw1 I AI enp2� x]Pxx.A . io: N�pnn61im1wawe[ ~ sere p.�v. a.4.. 1aLq w..,n•. vow., e.wmarvocaaal.. MCI -- ^"^4 Emx.[: m. evvrzol UL:� v 3 r'` Santa Ana enQuesta Link Mobile Proposal Page 9 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 25D-250 Lasso Selection Lassoing of orders and FSR allows for quick selection of orders in close proximity. (Iim'ee LnYZ)BmFartl Cne,liMrlenn.,rcY1 'i FJIen Tpi File EW Lyres Ylen INeelwy lops Help I A�ul1 '_� y w12at.cl s. I1 PR renaw 90e • Nn Heal e-11 oa Premi .11l 1 fsR SueMlelnh .p9esf M1IFa isS.. Si 11 FaR 183191e11112C I o 9a 01L.. 41ioPA 009 1O R 41 20tt+13 C IW 9eDiii Upp PA.OM 5992. 13 F4R A1111.. 1da01B A1111 T. .1:=i, Se Da1G_ 5250 WES[ PR 00® S._ pli lil. FNR .11-11-.. 1Se11e .11.112.. C II. n 30. EDpi 289GNLE- PA... 009 s 5932 +1 M 201 - 1 . 201t +2 C 9n D IC.. s%aAR199 PA . 004 1. 5932 A FNR 20r11 is"s 1531e3 19r1112. tollpt9 t9.D IC... 163H&&5 PA... OOP 5.. 5599 M P201f111® 1S5218165a 011112 G,IHi,n .10ii 19C0 PA M 5. -_ 'Alt 112. fNkdER $anlG_ 125NR®L PA.. OM aNenl �.._�. T LJYja �L LLl*... L+io.elnm MQ wleneeL✓Q msearn czoppi 90pi LM iQv.e.9 Qwmelore _�12r.epp [2J�eueHne [J C•J mup. LiQwMld J�uRax 13runw a.nm oom t9 neueeullrneape oleen P v nlLd Urysmeale0uwam040ers U D9lrorlllava lmaazeaDlars N9gnoY Pnpq p9H 15➢B9 bG1WW bOCage Meas CYId7i � J (Yim.4 1 e.L-L L CCLL e C IRS'_ Event Subscriptions FSR fi 19. t..le'lli Z9l.1NGV IVYAt1 � 3PS. UbY BO f30n 5 9mvls,. HY InySamansl 501. Wee hpIR150& 5eY.aapinvaa{Hi3 590i ip Tp] 1 anemaAy, ChNeSapamafl AOsmaNY. Bpsanla9emasl vtenlnul. ceer9a laaen6pl aemYa9 1 0enllaR N P YaYeenhY kII lmealm 4 4beli pp{Gfnton 451bi¢sl _ waa+1 y - 4 1� J ervice O All events in enQuesta-Link 5.3 are broadcast immediately when information changes within the system. As status changes, within enQuesta-Link, events are pushed out to the field workers and dispatchers. Dispatchers can subscribe to events to trigger further actions automatically. Five actions are currently available: ❑ Configurable popup dialogs ❑ On screen notifications ❑ External e-mail generation ❑ Events written to in the enQuesta-Link event log ❑ Internal enQuesta-Link mail messages generation Santa Ana enQuesta Link Mobile Proposal Page 10 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-251 X Multiple Monitor and View support Two or more monitors can display different business unit or different views within a single business unit Santa Ana enQuesta Link Mobile Proposal Page 11 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-252 Easy Configuration of Order and FSR Summary Tables Both the Order and FSR tables are completely configurable for each dispatcher. r, Sere- Link 5 3 File E411 Tests Order Fifter: [.Lnd—d] FSP Did- Fell Vim Leos BeFoi1s Help [detault] ff•w J OOM NJ �ieale le pa s sAAen Free io Il➢e ' 411584U D11. tt 11_ ✓ In Pm]rev IT11 PA t'311L] �A 1, CLTSS 4125141 L]de -0/- 11 . A Sled L11 PA111121 1, cLIL' I tl 31, Fee, 41'm P, 2]4U-11/2St el 'I t]/ULNSAL-M PA lW2U �A 1, _ I:L12iI I @ 4154488 23C9-0S-0L 1_ J L ae ✓ F POIV T%]8010 TX CK3 SETS 3 cool 41]5459 20C9-0814 i_ ✓ AlIndee kEM PA ISOM PA E2 UPS 3 coPli @I41G5665 2]C9-09-251_ ✓ A OR TREJOSE PP t9053 'A E2 CLRC-S 3 4213150 20C9-03-021_ V Yry Troe V GROVE PA 19090vS515 'A E1 MSMTS 3 Fpa 4115121 211111T61 ALFOM FA 15914 'A El CLRAS 3 @.3323 20C9-09-031- Ir onTN EM1SPLEM PAt9020. 'A E22 708{-S 3 Fort @ 4221126 2]69-09-091_ mu m HE SENSALFM PA 19020 'A E2 TOBCS 8 Hem �] 42©265 20C9-03-t11_ Irron he VE.9AYRE PA t8840.tt] 'A SU01 ftEPRS 3 48µ 42°03" _ 2]C901A ices IRS PA 168101116 'A SU01 REPRS 3 Npm 4230348 2]C909-U 0.. Name MIS 'A SU01 REPPS 3 @ 4221', 58 2]C9-03-0e 1_ 00 LEM PA Di 'A E2 CLRAS 3 @ 4232]V] 2]C9-09-150.. - AON Urt IB OLdoREI6A t903326M ?A W2 SVRNS 3 you 4222'79 2]C9-09-150 �HaI]N r AROMOREPA1SON -29]6 _ 'A Iy2 6VR1{S 3 n°1 H 4226495 2]c909-161_ Fnd N W BENSALEM PA'.9]20 �A E2 CLR]-S 3 WAR 4227956 2]C9-091]0_ ISTOL PA 190074309 'A E£ CLRAS 3 4228876 20C909-171_ MOBILE '361302 GIBSON RO 6FNSPLEM PP t9020 'A E2 CLRAS 3 @ 4243459 23C9-09-210.. 14 PEAR TREE L6 LAFAYETTE HILL PA 194412302 'A E4 PRESS 3 @421 20C9-03-221 An 8332 LAFAYETTEST BRISTOL PA 19315213 'A E2 708{-S 3 @42E1040 SHE OLD 231_ 100 VV SWEGESFORO ROBRVOYN PA 19312-1050 AWt MSMTL 3 @ 4289411 2]69-t]121 233 YAL RDS RAFFORO PP 1908]-264] 'A Wt MSWs @ 429409] 21C9-1] 15 t. 131 GII PIPI RO'.VILL04ti GROVE PF'90p0 242t 'q E1 ftF5'N 5 @42CE0]6 '>CN2AA mt _26 MAFLETER OMBY PP 19023-t6t4 'A St — CLRV-SO Assignment and Routing The assignment engine is geographically aware and produces tightly clustered work that honors the dispatch priorities. The assignment engine allows absolute control of work dispatched by allowing the dispatcher to set any number of prioritized order filters. The assignment and routing job can be scheduled or run at the dispatcher's discretion. In addition to the prioritized order filters, the dispatcher can control the assignment by specifying a set of workers. A number of automatic processes are available to the dispatcher depending on the desired result, and the current state of the workforce. Work can be returned for a sick worker using a filter, and lower prioritized work can be returned from the existing work force. The assignment and routing job can be utilized to again rebalance the work and produce an optimized assignment based on the current day's priorities without the dispatcher handling individual orders. Santa Ana enQuesta Link Mobile Proposal Page 12 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-253 IL 157�nl Ni rp : mom., uMraeq log • 21 9 xeoo-, n e�vm c 9 aw.e.ww.iw-i ta•: u 2 o ..,,...�,..u,�� �� ran•° a $, „,.�I a �.,,e,,,,.a:,�.� rW�,° n $uw, aadaw s • a.v..w.mseasi .. rlae=� u ftme Map -based Dispatching enQuesta-Link's map -based dispatching module enables dispatchers to open a map window to view work orders and field technicians' locations. The dispatcher can use configurable filters to turn information tags on or off. Information tags display data such as field technician names and addresses, order data and other summary information. Dispatchers can select single or multiple orders and use drag -and -drop mouse functions to assign them to a worker. Other filters and dispatch options such as recommend, re -assign and dispatch are also available. A dispatcher can select an order or a field technician and request the information be shown on the map. The map view will be updated with the desired order and the field technician's location is displayed in the center of the window. E- mail interface Dispatchers can send electronic work orders to field workers and send messages to pagers to inform workers of new orders. Users can define the types of orders and/or conditions for which pages should be sent. These include all emergency orders, any order to an offline worker, modified or cancelled orders for an offline worker, etc. Santa Ana enQuesta Link Mobile Proposal Page 13 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-254 Street Level Routing enQuesta-Link can pre-sort a field worker's orders based on user -definable criteria such as order priority (appointments, emergencies, etc.), minimized travel time or desired starting or ending points. If new orders are added to a field worker's list after the initial orders have been routed, an indicator is displayed to advise the dispatcher and worker that the list is no longer optimized. The dispatcher or field worker can request that orders be re-routed with a new starting and/or end point. The dispatcher can elect to display a worker's route on the map window. Multiple workers' routes are differentiated by color. With Street Level Routing, a field technician can request directions to any specified work order, pre -defined location or customer address. In addition, if a technician is moved from his or her assigned route to cover an emergency, enQuesta-Link can re-route work orders based on the new location. Field technicians can also request that orders be routed with specified start and end points so that they begin and end their shift near their homes, service yard or dispatch center. Export to Excel enQuesta-Link allows orders to be easily exported to Excel. C— conEdison ailable Selected ACCOUNT NAME ACCOUNT_NUMIJER ACCOUNT TYPE JOBCODE1 AD'DL INVENTORY TYPE STREET NAME ADEL WORK RED O_PART _SDPP_TX A➢'DRE38 CUSTOMER NAME ADDRESS —CHECKED U ORDER NUMBER AMOUNT_ PAST DUE APPLIANCE _CODE _1 APPLIANCE _CODE _2 APPLIANCE_ CODE_3 U APPOINTMENT_ END_DATETIM APPOINTMENT START_DATETI APPOINTMENT TYPE APPT.TIME APPT_END_MILLIS Column Count .Canal 4K Santa Ana enQuesta Link Mobile Proposal Page 14 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-255 Safety Check Dispatchers or FSRs can initiate safety check timers to signal an alert if the FSR has not reported back within the specified time period. J Start Safety Check for whht@r(Alun Krt5,1 Ouratior 115 Message Going into the tunnel. Start Cancei Crew Support enQuesta-Link 5.3 supports multiple FSRs working within a crew. Java/.Net/Windows Mobile/Android/iOS Mobile Clients The EnQuesta-Link system allows total flexibility when deploying in the field. By offering Windows Mobile, Android, and Windows Desktop support, we cover the full range of device form factors and technologies. Whether it is smart phones, rugged handheld computers, tablets, laptops, or a mixture of devices, customers can choose what makes sense to efficiently power their workforce. Santa Ana enQuesta Link Mobile Proposal Page 15 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-256 Mobile Printing enQuesta-Link 5.3 adds the ability to print mobile screens and receipts from the mobile workflow. Unique receipts can be printed on watermarked paper to ensure authenticity. Mobile Mapping Mobile Mapping is a new feature in enQuesta-Link 5.3. This allows the field worker to see where his work orders are as well as see his route. The ability to view the map while offline or out of coverage ensures that there are no encumbrances to productivity. C:��i i-�iis.? ;X. . + E Q-- Aervio-ink ro+n T. T. Semt,er .�a. !! - f. j CDLL-90C tOSi£LO£RHRP OW0 FL.fF Santa Ana enQuesta Link Mobile Proposal Page 16 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-257 VMap View 434R RRINGTON PARKWAY M2-I R,H SUSPEND 'Vy 4�98,y D a 2099M CON HECT 9ERVICE JAC KSO IS LATONn A '7 4 ARROWI DAD CTM9-I9I l O �+r5 haGD DISPATCH U3509 DISCONARMO ENAL a OO Wrtp�,a y�WD.NIIEE)ASONBitl ' \IE OR M-10.4BARR SUHPIAISPIEID d MUIID MENATE v E AUAODU256] 9190 Ban PAT 8190 BIYD6EWAifR f0. WOm°x '2IR3 Undated 2012.0.JO DISPATCH p' ryw C20011COk0[kn W01Y1 DARIUSWRY E84]O WIXfO0.G WAY M290. U 5 ATCH k _ C25NEtl2569 Wlecd C2500112569 CWkaian MEtllum y. B y •i �fOAU 3PAC 121...Y IA. DRIVE ya M21.1 UnEahtl 2012.03.30 ENROUR S3`} __Fawn g"+O n C290011.7. Wk6kn MEtl3um aMcnm sremptm In m^w+^'auq iOMAL DS OHNRDRA 1618 S IS Un8MEtl 2012.0.30615PATCH pyelMgb Aqp eya a enygep A E2W811MI Cdkaian MMlum v ASAM ADAM ]]13 SiFElE SUDGE nRµ ao DRPN M2-IRS U.d.d 2013.0A0 DISPATCH C35001135]] Calk6lan Metllum ASTRIP PAUL41245AUNNNSURGE A D RDM34R2..^ -„.._..-.. . Coogle ad` Y'unn amPE mry Orders Ma yew n a N, R„o aoa9i L' Ov908 qN,,. Y91M V I 4 OOBTBFW .tE18a �- -.. M2Rt E1N, .t9m 5 OOSAE,. 19IN 4 01SR E y "',. g0503BFNA... 1P1% iO 4 All v 048rA NA... 19128 O 'v.. a3PSPE ST_.IPI9A 4 aW4HA_ 161M � il ` �1:' P U 4 W8LF8i Y4154 O �, " 1ae co 4 rewr o � o 0]YtB MER...t6Ut r y Y` ...1MDP Santa Ana enQuesta Link Mobile Proposal Page 17 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-258 ENQUESTA-LINK BENEFITS Configurable Order Views and Workflow enQuesta-Link is available with a powerful configuration tool, Workflow Studiop which allows the customer organization to define and modify order types, completion details and workflows. The new or modified configuration can be deployed real-time without interruption to the production system. AITICAEF Gxn s0 I ENE, MoalIHo� PN A� I ,.RH_ II Al ACCUNT_ 11M8[A 12 BPI.Smm` FI➢N41WHIPAPP. 11.. NIMNPt PI �UHNINIPH_ IkBAL A n N..1 TAI_ EPNIHI EHIIINNAP. I' IPIAAINAAL i_IYA_ INPHIBLIBILIA All VNVMNC 11, 1 B LITAIR (%LL/ll NAB.. YEN[O NN AN INPLI..III II J H .1111R NI#(MA1 Fun 1 Y �I r Wm�AImeio E1-1— annul bemoea lb.n 5/ImaaSen'/an0 no!bemwethen 59 Gu .1-1 IN I—FII. ARSE hIn-1. Lc HAY J PEA Workflow Management enQuesta-Link's XML-based order type definition includes support for decision tree style workflow management in the mobile client. This greatly simplifies the user interface, shortens the learning curve and reduces the risk for errors. Internet Architecture The familiar browser interface minimizes the training requirements and improves user acceptance. From a technical viewpoint, users of the system can be located anywhere in the world. Increased Productivity Technicians can handle more work orders per day and dispatchers can manage more technicians and orders. Improved Customer Service Thanks to the timely and accurate information, a utility's customers can be serviced more quickly and more efficiently. Santa Ana enQuesta Link Mobile Proposal Page 18 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-259 Reduced Operating Costs A better utilization of personnel, vehicles and equipment will result in lower overall operating costs. Reduced Paperwork The use of electronic media eliminates most of the costly paperwork. Job completion reports are validated for accuracy and completeness directly in the field. There is no need to re-enter field data into multiple computer systems. Streamlined Work Order Process The management and control of work orders are dramatically enhanced. Real -Time Information In a wireless environment, same -day orders can be transmitted to the field in real-time. Likewise, work -order updates and completion reports are sent to the dispatch office as they occur throughout the day. Santa Ana enQuesta Link Mobile Proposal Page 19 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-260 ENQUES TA-L1N K FUNCTIONALITY/INTEGRATION —DETAILED PRICING enQuesta Work Order Creation The enQuesta work order system allows certain work order types to be configured as interfaces to enQuestaLink. Any such work order type can be scheduled, dispatched, and worked using the enQuestaLink Dispatch Manager and sent to mobile devices to be worked by the field technician. enQuestaLink Work Order Creation enQuestaLink allows work orders to be created in the field. These work orders are limited to work needed at the same premise address. Work Order Types / Job Codes The scope of work order types / Job codes includes: Meter Investigations (Single Service) Meter Installs (Single Service) Meter Exchanges (Single Service) Meter Removals (Single Service) Meter Test (Single Service) Move In (Multi -Service) Move Out (Multi -Service) Turn-On's (Multi -Service) Turn-Off's (Multi -Service) Work Order Scripting — There are 5 data elements currently available to captured via scripting upon creation of a new work order. These 5 data elements will be passed to the mobile device and displayed for the field user. Completion of work in the field will not utilize scripting but workers will be able to enter notes in the field that will be passed back to enQuesta via Diary Notepad. Scheduling All automated scheduling of work orders and resource leveling will be done in enQuestaLink. All worker assignment of enQuestaLink work orders will be done in enQuestaLink. All worker assignment of non-enQuestaLink work orders will be done in enQuesta CIS by using the default worker assignment. GIS Coordinates GIS Coordinates can be captured in enQuestaLink and sent to enQuesta CIS during work order completion. If enQuestaLink sends meter or premise GIS coordinates at completion, in the appropriate corresponding fields, enQuesta CIS will update the account data with provided GIS coordinates. Santa Ana enQuesta Link Mobile Proposal Page 20 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-261 Frames enQuesta CIS work order types can be configured for appointment booking or default to an all -day appointment window during the C SR workflow. Details include: ❑ The system allows the user to pop-up a list of schedule dates and times in enQuesta CIS at work order entry ❑ After the requested schedule date is entered in to the enQuesta CIS work order screen, the user is able to search for a specific window ❑ The user is able to select an available date and time frame from the available list ❑ The user is able to enter a new date and view a refreshed list of available appointments ❑ The user is able to force -book an appointment from a list of pre -defined time -frames ❑ enQuesta CIS provides the user with a range of dates based upon the initial entered schedule date on the enQuesta work order ❑ Resulting search windows are displayed for the window type specified ❑ enQuesta CIS configuration defines the window type by enQuesta work order type System Process Generated Work Orders am enQuesta CIS has the ability to generate a batch of work orders based on a specific process. Any work generated by system processes can have a pre -loaded schedule date that will be sent to enQuestaLink. # of Services For work orders that contain multiple services, enQuesta CIS will create one work order that will contain all services in enQuestaLink. Max of 6 services — up to 3 registers. Priority Codes enQuestaLink can define a priority for a job code. Any order created with that job code inherits that priority. This is configuration in enQuestaLink. Definitions of priorities for each work order type will be determined in the mapping session for a customer implementation. Santa Ana enQuesta Link Mobile Proposal Page 21 of 31 Proprietary and Confidential to Systems & Software, Inc. O8/31/19 25D-262 Emergency orders are defined in enQuestaLink based on job code priority. The priority is marked as emergency. New Work Orders from enQuestaLink A field worker can choose the "Duplicate" function in enQuestaLink. They would then enter the new job code, if needed. The order can then be returned to Dispatch or worked immediately while onsite. Host Inquiry (On -Demand Account Information Requests via Mobile Device) � Connected mode is assumed for this Host Inquiry functionality. The following inquiries are supported. If the field technician is not connected, this functionality is temporarily disabled until the user re -connects: Consumption History ❑ The `N' number of months of consumption history will be kept in an enQuesta CIS configuration table. Work Order History ❑ enQuestaLink may request the Premise Work Order history for a particular Work Order. The last "N" Work Orders for the associated premise will be obtained in enQuesta CIS. ❑ enQuesta CIS will filter the work orders to only include Service, Meter, and Valve Work Orders (All "Customer Service" Work Orders will be ignored). ❑ The "N" number of work orders will be kept in an enQuesta CIS configuration table. Payment History ❑ enQuestaLink may request the payment history information for a particular account. When this request is made, enQuesta CIS obtains the billing account from the Work Order and sends enQuestaLink the payment history for "ICI" number of months from the current date. ❑ The `N' number of months of payment history will be kept in an enQuesta CIS configuration table. Credit Information ❑ enQuestaLink may request the credit information for a particular account. When this request is made, enQuesta CIS obtains the billing account from the Work Order and sends enQuestaLink the account credit information. Santa Ana enQuesta Link Mobile Proposal Page 22 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-263 ❑ Credit Information Available: Deposit Amount, Pending Deposits, Current Balance, Past Due Balance, Aged Balance, Installments Due, Installments Past Due, Promise to Pay Amount, Number of Bad Checks, Cash Only Flag, Amount being shut off for, Budget Amount, Budget Past Due Balance, Today's Charges, Today's Balance, Landlord enQuesta reporting will be available for all mobile work order types via Cognos. Additionally, enQuesta-Link provides an additional, proprietary reporting tool for data that is specific to the enQuesta-Link server that is not available within the enQuesta reports catalog. enQuesta CIS provides the ability for enQuestaLink to add individual diary notes to the open enQuesta CIS work order without having to complete the work order. Disconnected Notification When enQuesta makes a request to enQuestaLink to change or void a Work Order, and the Work Order is being worked on a disconnected unit, a notification shall be sent to the dispatcher in enQuestaLink. This may result in the change or void the Work Order in enQuesta CIS. Santa Ana enQuesta Link Mobile Proposal Page 23 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-264 ENQUESTA-LINK HARDWARE & CONNECTIVITY Server— SEE ATTACHMENT A enQuesta-Link will require two servers. This cost has been included in the hosting agreement and pricing for the v6 upgrade. Client Device ❑ enQuesta-Link may be deployed on a variety of Tablets, Laptops, and Handheld devices, included but not limited to, Android, iOS and Windows 7 platforms (SANTA ANA will be responsible for procuring client devices - not included within proposed pricing). - S&S recommends Android devices, such as the Nexus 7 tablet (approximate cost is $300) or other rugged ized Android devices (approximate cost $1,200) for field deployment. - Hardware Support will not be provided through S&S or WCLS. Network Connectivity ❑ SANTA ANA is responsible for providing the necessary infrastructure, including wireless network connectivity if desired, in accordance with SANTA ANA accepted network standards for response time and uptime requirements. ❑ The exchange of real-time information from enQuesta TM to mobile field units and back to enQuesta TM is dependent upon a reliable wireless network infrastructure. A few connectivity options include: o Wireless WAN - (all major cellular carriers provide such services in different formats such as GPRS, GSM) o WAN o Wireless LAN Santa Ana enQuesta Link Mobile Proposal Page 24 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-265 ATTACENMNT A AVL Item Description Qty Price Enfora: RTT 2211-004TD01 Spider MT Device, OBDII Connector, TBD $160 per 29-16V, accelerometer, micro USB, IXRTT version with back-up Battery for North America Santa Ana enQuesta Link Mobile Proposal Page 25 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 25D-266 ATTACHMENT D Systems & Software enQuesta 6 Systems & Software, Inc. Santa Ana Municipal Utility Services Statement of Work for enQuesta v6 — Capricorn Upgrade November 21, 2019 Confidential Material Enclosed - This document includes information that Systems & Software, Inc. (S&S) considers to be confidential, trade secrets, and proprietary information. Unless as required by law, it shall not be disclosed outside Santa Ana Municipal Utility Services for purposes of this provision, shall include any consultants assisting SNA. 25D-267 EXECUTIVE SUMMARY As technology continues to advance and business -to -consumer interaction moves increasingly online, modern consumers are more demanding than ever when it comes to the way they interact with their service providers. Increasingly, customers will determine their overall happiness with service providers not only in the service they receive, but in the provider's ability to provide information and assistance on the customer's terms. In order to continue to offer excellence in customer service, utilities need to rise to meet this new demand for a modern, functional, online portal for their customers. To meet The Customer's needs, S&S is proposing our Capricorn Customer Self -Service product, the Smart Forms module for customer request automation, and several ancillary modules, like our Outage Management integration. The overall solution will provide Customers with a best -in -class customer care experience through a market - proven solution. First and foremost is the modern design of the solution, presenting your customers with an intuitive and attractive portal that functions fully on both the Web and mobile devices. But behind the scenes, the solution's seamless integration to ancillary systems and available customization with help ensure Customers receives a product that's more than capable of meeting your business cases for upgrading your portal. Capricorn_ ,o,enQuesta Several years ago S&S began to search for the next logical step in Web Self Service, beyond our existing product, WebConnect. Through that search we found SilverBlaze and their industry -leading Capricorn product. After building an extremely tight integration over the following years, we are excited to be able to offer this modern solution to our customers, and have seen significant adoption in a short amount of time. Why Choose S&S? Your Goals and Objectives. Customers will find no better partner for delivering a superior self-service experience for your customers. Through integration with enQuesta, Capricorn will provide for all your requested functionality and will work fully for your customers anywhere, anytime and on any device. Below we have listed your stated objects to show how Capricorn will help you reach your goals. N 25D-268 - GOALS & OBJECTIVES Current & Historical Through our integration with enQuesta, Capricorn can display your O Online Bill Presentment customers exact bills, both forthe currentcycleand historical bills. Flexible Payment Options Through real-timeintegrationtoenQuestaandyourpaymentpro- with Rea I -Time Integration vider, Capricom offers a secure portal for all your desired payment O options. Two years of history with Ca prico rn's featu re- rich co n so m ption screen 5 wil I display two yea rs graphing, comparison in both graphical and textual formats. Comparison and download O & download capability features are standard. Granular Usage Data When integrated with your AMI solution, granular usage data is O and Comparison Tools just a click away. Comparison abilities are also available for your customers. Notification Preferences Capricorn will take full use of enQuesta's notification engine, O Management so your customers can decide how they receive Unitil's communication. Automated Requests The in cluded5mart Forms mod u I e provides for a host of automated fea- Automated Q lures, like starting service, online service requests and more. Report Power Outages Capdcom's OMS Web Extensions module will provide deep integration O and Receive Updates into your OMS. This includes outage notifications, outage reporting formsand outage mapping capabilities. Expertise. S&S has a history of project success when implementing Capricorn and integrating it to enQuesta, but beyond that we also have a strong existing relationship with the Customers team. Through the transition to Support after The Customers Go - Live on enQuesta, we've mutually developed significant deployment and support rules that help us both best manage The Customers solution under your very specific business and auditing requirements. In utilizing Capricorn, Customers would be able to continue to leverage the work both our organizations have done in this regard. With a best -in -class offering, a value -driven price point and the existing close relationship between S&S and Customers, Capricorn is by far the most attractive solution for The Customers next step in customer self-service offerings. Additional Information As requested, S&S makes the following statements. S&S provides CIS and installation services for enQuesta as our primary organizational focus. For competing products, we do also offer the WebConnect self-service portal, which is being replaced at Customers. S&S has no pending litigation and no bankruptcy or insolvency proceedings in the last ten years. S&S has had no contract terminations of similar services prior to fulfillment in the last five years. Neither S&S nor any individual who will perform the work has any conflict of interest. a 25D-270 COMPANY BACKGROUND Since our inception in 1973, it has been our mission to provide best -in -class customer information systems (CIS), related systems such as Customer Self -Service (CSS), and various services to investor -owned and municipal utilities. The enQuesta and Capricorn 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 numerous residential and commercial accounts by allowing them to better serve themselves. In 2007, Harris Computer Systems acquired S&S. S&S, a wholly -owned subsidiary of Harris, which is in turn a subsidiary of Constellation Software, 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. It is 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 through the inclusion of Capricorn to your suite of S&S offerings. 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, increase productivity, and mitigate risks, and this methodology holds true for self-service portal installations. For 40 years, our knowledgeable and experienced staff has continuously delivered a proven solution, resulting in successful, long-lasting partnerships. We have called out several references for Capricorn as we believe their experiences will be the most similar to yours. We invite you to contact any of our references and discuss how Capricorn has brought improvement to their overall customer service levels. S&S Offices & Offerings S&S is based out of Winooski, VT, and the majority of our 90+ employees work out of that office. For the Capricorn CSS solution, Customers would continue to receive support from S&S employees out of our Winooski office, utilizing the same support guidelines and practices that our organizations have agreed upon. S&S currently has 30 L1 25D-271 customers utilizing a CSS solution with enQuesta (WebConnect & Capricorn), and more details on that breakdown are in the next section of this response. 25D-272 COMPANY QUALIFICATIONS The S&S journey into the Customer Self -Service space began over ten years ago, when our Product Management team identified the need for self-service options as a major driver for change in the market going forward. This led us to adopt the WebConnect solution for enQuesta and position us as a leader in the CIS market in our ability to best facilitate the end customer's positive utility experience. Over the next several years, we invested considerable time and resources into strengthening the integration between the two systems and enhancing the functional capabilities of our overall offering. The result was a resounding success for S&S and our customers, as within a decade we had adoption of our CSS offering by 90% of our customer base. This not only provided S&S the ability to reinvest significant revenue into our CSS solution, but more importantly is gave us more than 30 opportunities to implement the solution and integrate it with enQuesta. This provided us with the ability to create a successful, iterative implementation methodology for both the CSS and the integration, and it's this knowledge that we would leverage to ensure project success with Customers. Several years ago, S&S began to search for the next logical step in Web Self Service, beyond our existing product, WebConnect. Through that search we found SilverBlaze and their industry -leading Capricorn product. After building an extremely tight integration over the following years, we are excited to be able to offer this modern solution to our customers and have seen significant adoption in a short amount of time. Our customer portal breakdown is below, which includes a number of customers that are similar in size and services to Customers: r 25D-273 Customer Portal Screen Shots My Account Login My Account Login Demo User Name driatr@olverblaze cum Password Remember me Contact Us Forgot your passwords Forgot your User Names Are you a new customer? Fill out our online Applicatbr, for New Service Register Now Watch our video demo series to see all the great tools and services available to you any time on any device. Check it out Don't have a User Name yet? Creating a User Name gives you aoress to youraccount details and some great took including: L - View Smart Meter consumption dale ®- Vim and Pay your bills online _- Review your transaction and payment history Lr - Analyze one download etectrunty, water and gas usage • - AM muniple accounts to your web profile y- Report and view power utages Before you get started, posse have your most recent bill handy to complete the registration form. 25D-274 Customer Dashboard AAccount Details My Alerts Home Your account is past due and may 0e ADoug. man ®, aismnnedW Please sett a payment as soon as An outage pon been common at 123 MAPLE AVE, SPRINGVILLE, NY 10001. 1 possme to Boom irdenuptmn of service_ Auctioned 123 MAPLE AVE, SPRINGVILLE. �Plannetl Outage _ Bill" PaymenttNY 10001 An Outage is planned on Apr26, 2018at 123 MAPLEAVE, SPRINGVILLE, NY10001. speed Good Raffe, Electndty Budget exceeded High Water Usage Alert TansaRans $66.31 4 A 31.190/ ? A Name: HAPPYCUSTOMER ,on, oceNcM Barges to axle for youg,--or Al O more usage Na o me same eenm Iasi your Balance: $8gan $10.00 > 25.00% > Past Due: $123.45 your buageulneshmd alert seam, .nr high usage olm.1mg Billed Usage Pay Plan: Budget Billing A¢ou nt, Arm Pay My Recent Usage rill My Current Bill smart Meter r r I t y Electricity it Water I Gas ® Youused11.1 kWh more ekcmu0y compared to your predicts Bid You are enrolled in our PreaIDmonzed Compare Payment plan. Payment to not required as Usage cur your cgnem Dill dated l Feb-2018 674.5 kWh Awe.11mnomarcally wimdmw payment Y Usage can your preNOus bill dated Llan-2018 663.4 kWh (Snappy, t ®® Why was your consumption more? This acmuni is not eligible for a bill payment Forms mdensiion at M. blue fn & 10 My Smart Meter Activity A There were 33 Bays in The average temperature In Coca out our ekctdcby your, comment bllMg perod your curie ni billing period con9ervatDn bps t0 help Prone y Electric wes26.2F d compares wan 32 days In compare You saver your previous billing period. with 18.51F In your C♦ A Current pavers billing period Lagoft A Predicted — Last Bill View History j..—rigum.n do. elsplxye0 here¢In... eunenr See how you mmparea in parsers billing pedot5 IS. .o... mmo—uues... u nersh-serssomy My Consumption Ranking ' fa Er RIGLFY Ses. GAS 35 out of 60 12 out of 59 14 out of 60 der View Details > View Details > View Details sae your usage compxrea on sreyourmagemmparearo sre..........aN neighbours rouneoma neiahrxim y � My Recent Account Activity Go Green wew All. a date Degradation Amount Balance 16-Fyr -2018 REGULAR BILL $80 98 $80 98 2-Fe0.2018 PAC PAYMENT $-19047 $000 it 25D-275 E-Bill & Online Payment p nanDaAr eDnt cR D ah Lonaat A My Electronic Bills Pay My Bill Home View Bill Date Bill Amount Due Labor $ Inviewinal 16-Feb-2018 $8099 4Mar-2018 Bills & Payment You are crumlled in our Pre -authored view Bill R-Jan-2016 $190,47 &Feb-2018 Payment plan. Payment ie am, mquirerl as we will alr0ama9rally withdraw - payment Mview Fill t8- Dec -2017 $90,69 3-Jao-2018 T2nsaQlans nview8lp 16-Rov-2017 $190.17 2-Dec-2017 Billed Usage View Bill 19-Ce1-20II $138.93 4-Nov-2017 KAO Credit cam Fee $D.W eCneck Fee 19-Sep-2017 $242.91 5-ODt-2017 all4nview8ill Sman Meer ¢wew Bill II-Aug-2017 $1412D 2Sep -201] 0.00 Cram Cara Fee ® View bill 19-Jul 2017 $234.46 4-Aug-2017 Sal eCheck Fee Camp m are Pon —in ncr—Reaper tdreut. ®Erns ♦WBE•PFADER• porvnload Netree Fnobe ReaOerto rew anO pain Your ele[honic hi6. � A outages You will ea taken to our on-line payment vaebsbe where you can pay your.Wines bill. Once you have completed the 15 transacted, you vnll be returned to this websRe- Forms To pay your all now, please select a bank from Profile the list below C♦ Logofi This account is not eligible for a bill payment eMenslDn at MIS true r We welcome your comments arm feedback J Rate this page 1.1 * i7 {} {j 10 25D-276 Transaction History ©Gunge Ascent You arocurrentlyvievning annual t rl I I 1 �Refresfi' C Logout Home Your Transaction Details: Shaw to enitles Seamh_ Bills & Payment Date Description Amount Balance 16-FelY2Bi8 REGULAR BILL San SO, $80.98 .� 2-Fe1r2018 PAC PAYMENT &ISO 47 Woo Transactions 17-Jan-2018 REGULAR BILL $190.47 $190.47 3-Jm,2018 PAC PAYMENT $-90069 $000 Billed Usage I&Ome 2017 REGULAR BILL $9069 $90.69 2-Dec-2017 PAC PAYMENT $-190. 17 $0.00 � e Smartq MMeter 1fi-Nov-2017 REGULAR BILL $19017 $190.17 4-Nov-2017 PAC PAYMENT Sim as $000 19- Cot -M17 REGULAR BILL $138.93 $138.93 Compare 5002017 PAC PAYMENT $-242 91 $0.00 AShowing 1 to 1U0121 entnes 9M PreNm15 2 3 Ne%I Last Dal Dowell are provided to CSV lama(Tor spreadsheet imports. Forms p Your spmatls0ee[ software Goes not open automatically wfien you click me bade0 fil e downe, saveit M1 and open manually ato W wall your comments and Issal tic Rate NlS page Profile C♦ Lagafi 11 25D-277 Billed Usage A, Home 81115 &Payment Tansanlons .111 Billed Usage ..111 Small Meter Compare A Games r, Forms Ia Profile C♦ Lagoft j Electrictty 6 Water ♦ Gas Submit Meer Reatling Electricity Usage 8 Generation ® eatDownload Welcome to our Consumption Inquiry ool showsyourmeterreamngs over Me Past24months .Aeonveneilt teml>ure ovenay may ce dsPlayed toto shsnow now me weamer has alfeGed yourconsumvtian. C haft your Consumption: Elecmdty . 6y Mvn 611 81 kWh 859.17 kWh 1,309.94 kWh Lowest Usage on 2016-11-29 Avenge Usage/Reap HiMet Usage on 2017-0 01 0 { My Events- Eiecmelry hangs R mounted u kNT gF • Usage • Generation • Net i Avg. Temperature in (F) t Max. Temperature in (F) ae Min. Temperature in (F) • My Events V olo YOU piOW You ran turn ded lrelures on and ad by deare the lahek In thelegend n om. You ra zoom in Me GM Ly Merged IreiJe Me tivd area. Consumption Details: shoal m entuds Search: Reap Date le Reap prescription Days Type Previous Read 1. Cumnt Reap Usage AnommAn$ Aa,M.yUnits- Multiplier iFetr2018 Meter Read 33 Usage 671590 87,8335 6745 $9831 2044 kWh 100 1- Fee -2018 Meier Read 33 GeneaOon 00 00 1032 $000 344 kWh 100 i4e0.2018 Meier Read 33 Usage 00 00 32 $000 0.11 kW 100 2- Jan -2018 Meier Read 32 Usage 86,5200 87,1590 6634 $9588 2073 kWh 100 2-Jan-2018 Meter Read 32 Genduran 00 00 2630 $000 821 kWh 100 2Jan-2018 Meter Read 32 Usage 00 00 30 $000 009 kW 100 i-oec-2017 Meter Read 30 Usage 85,937 0 86,5200 6050 $9069 2017.kWh 100 1-Oec-2017 Meter Read 30 Generation 00 00 1049 $000 349 kWh 100 1-0osd 2017 Meter Read 30 Usage 00 Oo 49 $0 Old C.16 kW 100 1Nov-2017 Meter Read 29 Usage 85.3600 859370 5982 $8855 2063 kWh 100 Slrowing 1 to 10 of 69 entries Rrst Pulsators 2 3 4 5 6 7 Next Last A M welcome your comments am temhark and ure page i9 * * * 17 12 25D-278 Compare My Last Bill Home Bills &Payment Transactions ® Compare Last Bill 1t Compare Year Over Year 0 Compare in my Area Compare Usage to Last Bill, COMPalli Gas • by Usage • WreaatlabiQ 2Jan2Gi8 You used 149 m31ess gas comparedto your pbseous Dill ,I'' usage on yourcurrent bill dated 11-Feb-2dta 514 m3 Billed Usage Usage on your previous Will dated! RJani 8 663 m3 •011111 Why was your consumption less? Smart Meter A Compare There were 30 days in your current/billingcurrent/billing perted compared wrtb 35 days in Check out our gas con se vation lips to help you savel your previous billing periatl. A oa__lal`v�c, R I A We mine a your mmments and your tectlbacJs ✓ Rate this page 1:j17 ip {7 ii Forms 13 25D-279 Compare My Consumption Year Over Year ©Change Account You are Currently viewing account tl'tt t t ,^J Refiesh I C.Lpgpul Q Compare Last Bill Compare Year Over Year QCamparem Home $/� Compare Usage to Last Year Welcameto Campare Usage to last Year This tool strous you how your corporal mmparesto the same Pool asr year lmprovemems in your consumption should H ills &Payment show if you have implemented any energy savings programs. Comparing Gas by Lapi Transactions ,I'' Compare W mandate Last Year 1259 m3 Biped Usage R stmillopgne a Small Meter ]Sn m3 E Compare U as ms I t A p.m3 outages O ne41 ..- 5P� Forms • Reatl Date Wt Avg. Tempemmare lastyear sMax.Tempemtud, laetyear t Min.Tempersture Wall ti Avg. Temperature this year Profile +Maa.Temperaterethisyear t Min. Temperature this year Usage last year 0 Usage this year �♦ QUIUVWKN6WYwcanh¢nAatlfeaWresonantloflbyclickmgMelabe6inthelegentlaboveVoueaizoaminMechmtdytlmggnginsitleNechatlarea Lagag We welopme, yourrvmments and Tetanal J Rate this page {j 14 25D-280 Compare Usage in My Area Home Bills &Payment Transactimns .Id Billed Usage doll Small Meter Compare A Outages 15 Forms r Profile C♦ Logoer 8 Compare Last Bill tM Compare Year Over Year 6 Compare in my Area Compare Usage in My Area Welcome to Usage Compadsans In Yaur Area. This tool on. you how your odnsumptlan compares to similar amounts to your area. criminal Gas - by usage � Bar read Cale it 1Sep-2b17 v l Your usage of 1053 m3 compared to 58 accounts in your area (1000) CwnWre M' Mour ate Similar Accounts In My area -Gas for read tare 1Se02017 IS 19 `s E z s t s^°e' vy0 MJL—N 11O 11P t" ¢b'� I a n le Average Bill Amount Group your Account usage resides within this group 47.37% or 27 21.05% or 12 31.58% or 18 of the customers to your nelghboumood used mine customers In your neighnourtwad used oathecustamersloyournetghbaumomused less than you approximately Me more as you mare than you AO Check out our gas conservation tips to help you save! ■ I wewelcomeyaurcommentt.prot uproc V Rate our page***** is 25D-281 AMI Daily Consumption © mange n«pem H BIIIs &Payment Transactem, Billed Usage Small Meier Compare A Chi Is Forms r Profile E+ Lol Rao-em I c mgpm It Electric I $ Price Comparison I t Downloads Smart Meter Consumption Inquiry Welcome to our Smart Meter Time -of -Use Inquiry 0 rally Consurrial aCulrent Bill Consumplion O Hourly Consumption From Date: To Dale: 0511r 018 W11512018 ® �Rehesri Chart O x My Events - .I n QSkWT Joke, v )SkNfi Daily usage Flmrt For Me penal of May 16, 2018-June 15, ID18 a On -peak Mitlpeak Sunni t Avg. Daily Temperature Maz. roily iempemture all, Min. Daily Temperature My Events t Em YOU KNOyf Yw ran [um MartleaWres on and M by,lickne Ne label, in the legend aWye You ran zoom is Ne Gan W daggrtg inside the Gad area Frel Use Summary Tlme-0l-0se Pricing: May ad, 2018 -OM 31, 2018 IS On -peak Electricity Pace (centVIOAM) Minkel Weekendsll-olidays Mid -peak � Off-peak —®-- Midpeak940 1-11 am 5-7 pm NotApplicable Oni 10&8572 kWh $1408 Total B2377kWh $6631 ravmload COnsump8on Hislory, to Spreadsheet 25D-282 AMI Hourly Consumption ©cM1enge �aunl Home 01115B Payment Trensai1rods Idd Billed Usage .11II Smart Meter compare A Outages r, FOrmS Profile C♦ Logofi IfElectric $ Price Comparison i Downloads Smart Meter Consumption Inquiry Welcome to our Smart Meter Trroe sf Use Inquiry nDailyCDnmmptm 0 Hourly Consumption 0 * My Events- 6 kNT 05 kNT 3kWT c E w �SkYhT W 0 kWir J--2 Hourly Usage Chad ForMry 11, Wig 0 Refiesh I E LWQg o L45T 8 8 S S ° ° S 8 € fr ff 8 ff 8 fr 8 3 ff 8 fr 8 8 S 8 8 8 8 8 8 8 8 8 On -peak 0 Mid -peak 0 Oh -peak tAcnml Reading 0 My Cveaus k�DIDYOU MOW: You cantmnotarl[sWreson anon 9ycllckag Ne laWe InNelegen0atave. Yen raizoonnnNe Gan Qyd ]gngimlJe Netlurlarea_ I Previous Day neat day I Turreafuse Summary Tlme-of-Use Pacing: May 01, 2019-0@31, 201E On peak Electricity Pace (centslkWk) Weekdays WeekendsfMotidays Mid -peak !l Off-peak ®--- MM-peak 940 ?,A11T",9-,OR Or -peak G.92 kWn 5091 17 25D-283 C&I Demand pChangeAccount Reresh I E Logaut w L Daily Power Report .hl Usage Charts 3 Usage Downloads Hence $ Interval Electricity Usage 0 Bd158 Payment Franc Date- TooDDwe: Reading Unit. Reading Interval: �` 021ot12018 i 0_112018 ® 6selected- fi0mins w � Telecom. Compam:A None Pull Pedad Same Porn Last Year Compare Acca0nts:0 000o10-01(0000od6HH])- Tmnseetians ®}MyEvents - a0001091- ElectincityRemand —_ Billed Usage 15.41 CharttL - s ,ra IYt Vie, 8 le.� 40 ^ 'P 49 �n0^ _ a0�" dds._ remand (r 1 A real) I+I n �t1< A ��'s�+.�r..•`.+ ..a�a a. tl� A ll..aM^.AaLa f'#_M outages in —000010-01- Curren[ Consumption and change ("AM) —000010-01- Curfew Consumption and change("ARH) —000010-01- Cunern Canuumptionandchange(KVA)—00001U-01- Cunent Consumption and ch.rge(11W) 000010-01-Curren[ Consumption and change (KVAR(—OOOOto-0l-Same Periotl Last Year(KVAH)—000010-01-Same Periotl Las[YearIKVARHI Forms—00001041- Same Periodteil Year(KVA)—000010-01- Same Period Lint Year(ILWI—000010-01 Same Period LastY riK9ARl OMy Eventa • ®olOYM MOW You centamdawfeaWmsonandaddycholung Me latien.tual.rawd.1i You rarecum in Ne tltMby dmagh holde NelftWelea_ Profile l y �♦ go WeW2 nneWaur O l eR adT d aO 1 I Ratetholc e�}� 7�} n Lagatt IV 25D-284 Telecom Consumption • My Accounts - Address: 84 SUNSET LANE, T0R0WQ ON NOY 4T8 NBlne: SUSAN WHITE Pay Plan: Budget Billing, Auto Pay $ IIIII ® Ak, -.- s Home Bills &Payment Transactions Usage Compare Demand Telecom. Profile 1. Lend Phone Q Internet Data ❑ Mobile Phone Land Phone Usage Welcometo LwdPhone Usage. Thistooka ywhowmanyfree,wandoffpe callwitsyou�fayomlaadphoneservice. Tons Data To Date: Cannint Suns: Isc ol m 119 m is Or fi5 v 100 91Is V 50 68 23 Oa[e � On Peak units � Olf Rak urns � €ra usxas ®Dm YOU% OW" You®Nm crosrf �uesm aui oHM rJvkmC WelabelsmNele6md aLme. Ywcmvnm wtFe rlar[Ir) ma ,.dame W. cBNu¢ A Dowewwe maketlliz pageb Re .i amen we S4 Gt S}iY 1a lEdaPWIN &!soot 77.7PCM1arge Amount Balance: $29109 I ® .�. Aefsesh Chazt Daily Land Phone Usage Marlg2016-A-18,2016 rse 19 25D-285 OMS Web Extensions ©cne,e A,crU,t Report An Outage Ham. 6 Report by Telephone Hills a Payment 1-800-123-4444 Transactlens p Outage Map .IUs Billed Usage .mill Small Meter Compare A oulayes Ih Report Online `Outage Locagon: Select the outage location `Daunts or information about the outage or haxam Prr a hire,—p— Request a Call Back? Ves, please. Ngibanke. 0 Refresh I C Lgg.ul 1D; 25D-286 My Account Profile •rnr v�ru� 4NvftiArzlinu bone:�na<:: $' urxwmwnnw Eixsswvmmr .:tw�we.a�rme, Iran ctlm. FNa Nam: Rvr tLtNan.'i Ms .hl elan uUy �M°'^W d'Pf04W' &na Ms• wmii3 YnE rwPEOP NURFNWWYe PEYi enonnry en.rwc fern ..+1I sman Netev Emai ana..... mryegwwmNxesm^ 'Cm�ua6•ue'. an3ekeaeesi»P..� ® 9n9mm: ix?1kZJ.Yiil bx[ tL'a9 �mmW�e uedn Pbe� Ptar'csene OwP.m.. nNn_ +h i.un Pya.N.� was pmmn�rem.mU. vas sw mee.tain en nano cnnnM ensnom: . NMk connm N.w raaarvra, C� AScoN*I h[6lSW ru eanauaavenar xmmx ro va+uwN xarc rry vninmt rm unae xaaa an rermae'ravel ncxw ,+teu.nnrnm -_.. me.aar n.me.e +ma oae:m rmrusn xarc ntnveatrexmmy uemnn 4eeum Mume.r wYnam aaara. OTlNpgt tU NnPLE4bE. PPPuptnLLE NY,1IXGx owo:om. �.arte � sPR.w��.e. an. tcmF WN]OW tiNWSiRWM SCPoNGVILLE. M'. Wpf NY Suucngwm ocean P.Pa1Nam L+ac• �a aw eRrnKnr�rtwmpNm menn eom✓+rms, zmEss.ro a.a,ros n, m.. R.lw.nrc ,eed..a: rzaowm imoamt.rmouae.]ma�ao] uaa wr,.mea..urer,.r ao.ara w,e sN«P«ar.�a: �tnk,wosmt tmmmt,wwmcemv.wr 21 25D-287 My Profile — Notifications A Ham. BIIIs &Payment Transactbns .Id Billed Usage .mill Smart Meter da Cempam A Outages r, Forms Prole C♦ LogoR Li My Profile * Notifications L Guest Access Notification List Y.. nave ibe (albwing mOfleavOns set an your pmble_ Account Number NaENcatiabs *000010-01 A 6u0get Tm.hdd Ned($): 1000 o Hlgn Usage Alert (%) 2500 O Power Outages (Enal or Mobile Phone) customer@Wlties.rom =_NOne Nan, O Email QText INQMI 000020-05 ® Oudget Threshold Nest Ca}: 000 ©Email None 9 High Usage Alert (%)_ 000 BEmail Non, ® Power Outages (Enal or Mobile Pbone): ruslamer�uliltbes cam BEmall PTox None 000030-02 ® Budge! Tbimabcld Alert ($): 0.00 B Email FN.ml ® High Usage Alert (%)' 000 Email None ® Power Outages (Ernml or Mobile Pfione) customer@jWllbe com BEmall OTe. None 11% 25D-288 My Profile — Guess Access 1—dons 611ed Usage ..Id SmaRMeler Compare A Outages Fonm s PmtIB C♦ Logolt i My Profile * Notifications b Guest Access My Guest Access Marmromaint GuestAccess Is a komme mat allows you to mark, Gum BiMple to vlewyomonllneamount. You can coniml wTaminsommimen they Pave—ess to aM can revoke a-.rxs at any ume lmatmg semeune to use Guest M. ¢ easy Sunni, seleel an xwuM etMt Mepi msons Email it set lair a.s Ievel They n'lu receive an E - mailInvitationwAaeummafionlinkNat vntlexpry in 24 hours. It Neyac ptyour InvltamOmeywillG pm p[e Wcreateabglnandwphave nixes, as ma, ested AceouMNumCee:'I NmeG,ledeo- GuestEmail: Access Samengs: 11 female:: GashWae] ❑ SMIK a Paymem - My Flenrnnm RaN O - m- .—uaums - �Tmanc Imn Htslnry ❑ W mlel H. rm - f F1ecMrjty ❑ I.M Miller usa,e A ivakr ❑ Al Bllleo Bsa,e c it Gas ❑ I.. Bluets mea e c Suborn Meteor Reaming ❑..IFinan Meteor-1 Electne LJ..,Ib"man Meter rS Poce Compamson Guest Getalls Account 1OW1-Ml Guest Email oamelr@ldulNiom Guest items: Accepted mvia Geexus Account IDOBS-DOG name: Gen Mae 0 We miceomc your comments aM leNhaA Guest Email Common ..Funan Meter::l oownsG& U ® —'re - a Cnmpame. I ast in ❑marmmare MC lam YmarG-r Year ❑iftiC' un'te G.amemmyamen U ACutages:: Re" Ounme M c1 Lagoftc LagaR Access o.rait. My Ele=ue Bills Cashhmam k EIttYKRy E r Flect- Access Detmi C,om ward My Elechonk Bills us. Mi. lame {7 {1 {1 {2 {7 23 25D-289 Key Benefits of Capricorn Customer Portal for Utilities End User Benefits ❑ Increase customer service by offering Web Self -Service 24 hours a day, 7 days a week, 365 days a year. ❑ Reduce calls/wait times for customers, by providing a complimentary service on the web. ❑ Reduce paper waste and unnecessary account/billing/invoice reports that are typically mailed or faxed. ❑ Improve communication and collaboration by providing targeted messages and corporate information. ❑ Educate customers on consumption patterns, conservation trends and many other aspects of your business. ❑ Responsive and adaptive web design supports Mobile device access. Organizational Benefits ❑ Reduce staff workloads by allowing employees, customers and partners to "help themselves." Staff can then focus on more complex customer issues, improving satisfaction. ❑ Rapid ROI and reduced time to market because of the pre -built, drop -and -go modules that can be installed and customized very quickly. ❑ Market -proven product available for significantly less than building a solution. Capricorn Customer Portal for Utilities price structure includes license, installation, configuration, code and a robust SilverBlaze Engine, which can serve as a platform for future e- business Utility requirements. ❑ Feel confident using mature modules and technology that are reliable, operating as mission critical applications in many organizations today. ❑ Increase administrative efficiency and empower non -technical users with the rich WSS and WCM features. ❑ Leverage existing infrastructure investments by integrating and extending back -end applications. ❑ Fast -track business decisions by providing real-time, accurate reports of online activities. 24 25D-290 Key Features of Capricorn Customer Portal for Utilities Utility CIS Portal Module The Utility CIS Portal offers many fantastic features and inquiries for residential and commercial customers, including: ❑ Rich Dashboard interface with the following features and widgets: o Current Account title bar showing accounts linked to the user profile o Expanding linked accounts panel with configurable details including Account Nickname, Service Address, Current Balance, and more. o Account Details widget with past due alerts, nickname, credit rating, account owner, address, balances, discounts, pay plan, and more optional configurable details. o My Current Bill widget with current balance and due date, pre -authorized pay alerts, view current bill PDF, pay bill, payment extension requests, budget billing, current bill details by service. o My Alerts widget showing current active alerts based on customer settings and services including Bill/Usage Thresholds, High Usage / Leak Detection, Outages and other configurable options. o My Smart Meter Activity widget with Last Bill, Current Bill and Predicted Bill statistics. o My Recent Usage widget with graphical indicator comparing current and previous bill usage. Less or More usage is highlighted with possible reasons for the difference between the two billing periods. o My Usage Summary widget with bill usage charting for the 6 recent months — for electric, water, sewer, gas or other metered services. o My Recent Account Activity widget showing the 5 most recent transactions on the account. o Integrated CMS widgets for enhanced targeted customer messaging and content presentation based on account profiles. o Carousel media widgets. ❑ Electricity/Water/Sewage/Gas interactive charting and usage inquiries. ❑ Electricity generation / net meter charting and inquiries ❑ User Events/Important Date chart annotations and tracking. ❑ Usage Report Subscriptions —scheduled reports emailed on personalized schedules. ❑ Usage comparison to similar accounts in the area. ❑ Usage comparison to last year. OW 25D-291 ❑ Usage comparison to prior bills — with possible reasons for higher or lower usage. ❑ Local weather chart overlays - including temperature, humidity and precipitation. ❑ Support for demand data web presentment, for example, KWH, KW, KVA ❑ Bill History and E-Bill presentment with opt in/out of paperless bills. ❑ E-Bill notifications— new bill, payment reminders, past due. ❑ Online bill payment - supporting multiple payment approaches, integration points and vendors. ❑ Quick Pay feature — pay bills with no login required. ❑ Payment Extension requests based on CIS business rules. ❑ Transaction history for any service offering, for example, Sanitation, Telecom, Fire Protection. ❑ Service Request history and status inquiry ❑ Meter Reading submissions with access control by meter and optional photo uploads. ❑ SilverBlaze Smart Forms integration with Single Sign -On enhanced presentation. Utility Smart Meter Portal Module The Utility Smart Meter Portal offers a rich set of inquiries into residential and small commercial customer usage and demand data, including: ❑ Real-time AMl/AMI/MDM/ODSintegration. ❑ Daily Smart Meter interactive charting and data downloads supporting Green Button format. ❑ Hourly Smart Meter interactive charting with Time -of -Use or Regular -Use pricing. ❑ User Events/Important Date chart annotations and tracking. ❑ Predicted Bill/Usage Dashboard Widget. ❑ Usage Threshold alerts. ❑ High Usage / Leak Detection alerts. ❑ Time -of -Use or Regular -Use pricing. ❑ Optional Time -of -Use rate indicators: digital clock, gauge and analog clock. ❑ Local weather chart overlays —temperature, humidity, precipitation. ❑ Price plan comparison tool and charting. ❑ Holiday & Rate management— date/time-sensitive rate descriptions and pricing. OV 25D-292 Systems & Software enQuesta Integration Module: SilverBlaze and Systems & Software have a strategic partnership where the SilverBlaze Customer Portal is an alternate offering for enQuesta customers. The following features are provided: ❑ Real-time web services integration with the enQuesta CIS. ❑ Premium, Standard & Landlord access to the portal. ✓ Premium - access using login id and password to full account details ✓ Standard - access using account number with limited account features enabled ✓ Landlord —convenient account access using name and customer number ❑ Bill Details Summary by Service - dashboard widget. ❑ Enhanced Budget Billing Support — ability to suggest a budget amount and show budget billing amounts. ❑ Enhanced Payment Extension Support — ability to suggest a minimum amount and promise to pay date with email confirmation. ❑ Enhanced Notification Integration — supports enQuesta notification settings for communication preference and notification subscriptions where customers can update their enQuesta profile details. ❑ Enhanced Optional Personal Information Integration — supports enQuesta extended contact and additional information where customers can update their enQuesta profile details. User Registry & Security Module The User Registry & Security module provides a foundation for other SilverBlaze modules. All other modules plug-in and sit on top of this base module: ❑ User registration and profile management. ❑ Single login for multiple account and meter holders. ❑ Ability to auto -link related accounts or allow customers to select accounts to link to their user profile. ❑ Access code and password expiry controls, notifications and recovery support. ❑ User classification and group profiling for enhanced role -based application security. ❑ Support for delegated security management. ❑ User community message board with access controls. ❑ Guest Access invitations, registration and management. rbi 25D-293 ❑ Manage Notifications/Alerts —Email, SMS and Voice (IVR) supported. ✓ Usage/Budget Thresholds ✓ High Usage / Leak Detection ✓ Planned Outages ✓ Current / Unplanned Outages ✓ Paperless Bills ✓ Report Subscriptions ❑ Manage Consumption Report Subscriptions. ❑ Registration Page Surveys. ❑ CSR customer impersonation support and management. ❑ Integrated customer feedback and ratings with notifications and feedback management. ❑ Site usage tracking and key statistics dashboard. ❑ Customer notification and messaging logs. ❑ Full user -click audit logs and user profile change logging. ❑ Fully responsive and adaptive web design with Mobile support. ❑ Portal themes for enhanced personalization. ❑ System Administration: ✓ Portal Configuration settings ✓ Web Application server logs ✓ Custom Content Widget Management ✓ Notification template administration and content management ✓ Application performance logs ❑ Portal Management: ✓ Portal Statistics Dashboard ✓ Customer Messaging Center Management ✓ Site Navigation Management ✓ Site User & Access Control Management ✓ Feedback & Ratings Management ✓ Online Payment Transaction reporting Phil 25D-294 ✓ User Activity Reporting ❑ Content Management: ✓ Portal CMS Widget Management ✓ Image and Media asset Management ✓ CSS and Theme Management ✓ Carousel Management ❑ Multi-lingual support. ❑ Accessibility Compliant. Data Integration Engines Module A set of data integration engines designed to easily tap into back -end business applications, presenting customer care information on the Web in a secure manner. Engines include: ❑ CIS Real-time Web Service Integration Engine. ❑ CIS Data Transfer Engine. ❑ AMI/AMR/MDM/ODS Data Integration Engine. ❑ E-Bill Presentment Integration Engine. ❑ Payment Integration Engine. ❑ OMS Data Integration Engine. ❑ MultiSpeak Integration Engine. Utility C&I Demand Portal Module (not included) The Utility C&I Portal offers a rich set of inquiries into large commercial and industrial electric customer usage and demand data, including: ❑ Real-time or scheduled AMI/AMR/MDM/ODS integration. ❑ Powerful interactive charting with data range selection and zoom features. ❑ Support for charting multiple units of measure including Power Factor (P.F.). ❑ Support for various interval read frequencies (15, 30, 60-minute intervals). ❑ Compare usage to the prior period or the same period last year. rs1 25D-295 ❑ Compare multiple accounts on one chart. ❑ Support for chart annotations where events can be pinned as visual markers. ❑ Download demand data to spreadsheet or Green Button format. ❑ Subscriptions for automated reporting of demand data extracts — daily, weekly or monthly reports. ❑ Real-time usage monitor with alerts for high -usage Utility OMS Web Extensions Portal Module (not included) The Utility OMS Web Extensions Portal offers a rich set of customer features, including: ❑ Real-time, secure web service calls for OMS integration. ❑ Outage Notification sign-up and management ❑ Report Outage Forms— customer and CSR-facing. ❑ Outage Notifications —email, SMS/text, IVR. ❑ Outage Mapping —Google Maps and ArcGIS platforms. ❑ IVR web services integration. Web Content Management Module The Web Content Management module provides an integrated web content creation and publishing engine that wraps around the various inquiry modules: ❑ Supports Responsive Web Design approach. ❑ Create and manage a modern and sophisticated web presence with complex navigation and security. ❑ Template -driven presentation framework eases content administration and standardizes site presentation and usability. ❑ Browser -based administration console supports open architecture content entry and maintenance. ❑ Provides a secure and flexible framework for content publishing and approvals. ❑ Role -based security model supports restricted access to sensitive content. ❑ Flexible content classification for diverse publications eases site administration. ❑ Date sensitive content activation and expiry. ❑ Google Analytics integration. till 25D-296 ❑ Social media integration. ❑ Integrated CMS content widgets on customer portal pages. ❑ Support for emergency state notification and theming. ❑ Custom meta tags on individual pages. ❑ Photo library pointing to local or network folder. 31 25D-297 Below is a sample list of scope and deliverables. Final scope will be determined in the eventual SOW. Item & Requirements Site Registration: Ability for customers to register for account access. An email confirmation will be sent to customers to validate their registration request. A welcome email will be sent after confirmation. Reset Password: Ability for customers to reset their forgotten password or disabled login. Forgot User Name: Ability for customers to request a forgotten user name. Deliverable Online form for customer to enter: o User Name o Password o Security Question/Answer o Paperless billing opt -in o Email consent opt -in o First name/Last name o Email o Telephone o Mobile o Account Number o Mailing Address Zip o Google reCAPTCHA v2 o Accept Terms & Conditions Email addresses will be allowed on multiple profiles. o This affects Guest Access invites. o If the email used on the invitation is not unique in the Customer Portal then that Guest cannot be invited. Accounts will be allowed on multiple login profiles. Verification email template. Online account welcome email template. Online form for customer to enter email address. Email template with encrypted link to reset password workflow where customers will need to enter a response to their security question. Successful answers will allow customers to enter a new password with a password strength indicator. Online form for customers to enter account number and Mailing Address Zip Email template with user name reminder. era 25D-298 Login: Premium and Standard Access login tabs and processing Login page for customers to Premium Access: access the portal. o Online form for customers to enter user name and password for site access. Standard Access: o Online form for customers to enter account number for site access. User authentication will be carried out against the SilverBlaze Portal user registry. Links to: o registration, o reset password, o forgot access code, o contact us, o Hydrant Meter Customers — will be a simple link to a 3" party application. More effort and requirements are required for more integrated links. Quick/One-time Pay option that will link to KUBRA. Messaging for site features and various corporate programs. Customer Dashboard: Ability to view and select multiple accounts linked to the site login. Show a dashboard after login containing a summary of the Selected account ribbon showing: customer account information. o Account number, o Service address, o Customer name, o Account balances, o Payment plan, o Nickname o Installment payment details Navigation tabs providing access to various site features based on the customer type. Current Bill section showing: o Current balance, o View current bill button, o Pay bill button, o Pre -authorized payment messaging if applicable, o Request payment extension (Promise -to -Pay) button if applicable. 33 25D-299 o Bill Detail Charges table: o Service o Current Charges o Past Due o Penalty o Balance My Alerts section showing: o Smart Meter Usage Threshold Alert o Current usage o Usage threshold amount o Link to profile tab to update threshold o Smart Meter High Usage Alert o Current Usage o High usage threshold amount o Link to profile tab to update threshold o Power Outage Alert My Recent Usage section showing: o Usage on current bill o Usage on previous bill o Amount of usage more or less than previous bill o Reasons why usage is higher or lower (number of billing days and/or average temperature) o Link to view more history My Recent Account Activity section showing a table of the 5 most recent transactions for the account. Columns can include: o Transaction date o Description o Amount o Balance o Link to view all transaction history My Smart Meter Activity section showing: o Current billing period usage o Last bill usage o Predicted usage for current bill o Alert threshold amount o Set usage alerts button Left Carousel showing carousel slides specific to CDM activities and programs. Right Carousel showing carousel slides specific to CDM activities and 34 25D-300 Rate this page comments and star ratings Bills & Payment: Show a listing of bills available online for the current account. Show account billing history with the ability to view PDF bills My Electronic Bills section listing details can include: and pay bills online via SSO o View bill button integration with payment portal o Bill Date provider KUBRA. o Bill Amount o Due Date Notifications to customers for new bills, payment reminders Pay Bill section showing: and late payments also o Current Balance managed by payment portal o Pre -authorized payment enrollment messaging if applicable provider KUBRA. o Pay My Bill button that links to KUBRA Payment Activity: Show a listing of payments for the current account. Show account payment history showing activity with the ability Your Payment Details section can include: to download details in o Payment date spreadsheet format. o Description o Amount o Balance o Download to spreadsheet button will generate a CSV file for customers to download. Billed Consumption (Non -Smart Show navigation buttons for access to Electric and Gas based on the customer profile. Meter) Usage: Show billed consumption (non - smart meter) reading details for Usage Report Subscription button allows customers to subscribe to Electric and Gas services in an the portal reporting service where usage reports and attachments interactive chart with reading can be emailed on a selected schedule. details available in a table NOTE: Usage Report Subscriptions are dependent on a Electric and format. Provide the ability to Gas usage nightly extract file implementation download reading details in spreadsheet format. My Events section includes: o Allow customer to define events that mark important dates that could impact usage. Events can be shown on the chart as annotations. Interactive Chart section can include: o Dropdown select list of meters attached to the current account. o Usage summary tiles for lowest usage, highest usage and average usage for the past X months. Tile details will show usage units, cost and billing period. W 25D-301 o Consumption bar chart showing monthly reads and temperature overlays— average temperature, humidity and precipitation. Consumption Details table section can include: o Meter ID o Reading date o Description o Consumption o Download to spreadsheet button will generate a CSV file for customers to download. Smart Meter Usage Charts: Show navigation buttons for daily and hourly details. Show smart meter usage details for daily and hourly summaries My Events section includes: in an interactive chart o Allow customer to define events that mark important dates that could impact usage. Events can be shown on the chart as annotations. Smart Meter Consumption Inquiry section can include: o Default view to daily consumption chart showing most recent 30 days by default. o From and To date select calendars where customers can change the inquiry dates and consumption details. o Consumption bar charts showing Electric and Gas consumed and temperature overlays —average temperature, humidity and precipitation. o Clicking/tapping a bar on the chart will open corresponding days 24 hourly consumption details with next and previous day navigation. o Download to spreadsheet button will generate a CSV for customers to download. Smart Meter Usage Downloads: Download Settings section will include: o Level of detail either hourly or daily Allow customers to download smart meter usage details to o From and To date range CSV spreadsheet format. Customers should be able to Download Format section will include: select daily/hourly detail and Spreadsheet (CSV) and Green Button formats the desired date range. Compare Last Bill: Compare Last Bill section showing: Similar to My Recent Usage o Dropdown select list of meters attached to the current widget on the dashboard with account. the ability to compare other o Dropdown select list for Amount or Value inquiries where read dates. Amount presents the usage in dollar amounts and Value W 25D-302 presents usage in Electric and Gas values. o Dropdown select list of billing periods available for inquiry. o Usage on current bill o Usage on previous bill o Amount of usage more or less than previous bill o Reasons why usage is higher or lower Compare Usage to Last Year: Compare Usage to Last Year section can include: o Dropdown select list of meters attached to the current Show customers their usage this year and how it compared to account. last year along with o Dropdown select list for Usage inquiries where value temperature overlays presents usage in Electric and Gas values. o Interactive chart showing consumption bars for the billing periods this year and last year. o Temperature overlays for current and previous year high, low and average temperatures. Compare Usage in My Area: Data for this option would need to be extracted in a batch process and not using real-time enQuesta CIS Web Services. Show customers how their Electric and Gas usage compares to their previous Compare Usage in My Area section can include: billing period and surrounding o Dropdown select list of meters attached to the current neighbours with similar account account. types. o Dropdown select list for Amount or Usage inquiries where Amount presents consumption in dollar amounts and Usage presents consumption in units of measure. o Dropdown select list of billing periods available for inquiry. Your Usage compared to Neighbours section can include: o Interactive chart showing the distribution of usage across bill amount groups o Three tiles showing neighbours that used less, the same and more than you. Service Requests: Show a listing of service requests for the current account. Show account service request summary with the ability to Your Service Request Summary section can include: download details in o Request date spreadsheet format. o Request Number o Request Type o Status o Download to spreadsheet button will generate a CSV file for customers to download. Outage Notifications: OMS integration will offer a rich set of customer features, including: Report and receive notices on o Real-time, secure web service calls for OMS integration. M 25D-303 outages, which can be viewed o Outage notification sign-up and management on a map. o Report outage forms —customer and CSR-facing. o Outage notifications —email, SMS/text. o Outage map Profile — My Profile: My Account Profile section can include: Provide a facility for customers o User Name to manage their portal login o First & Last Name profile to change personal o Security question and answer details, add/remove accounts o Email and set various alerts. o Telephone & Extension o Mobile o E-Billing (paperless) opt-in/out o Email consent opt-in/out o Password with password indicator User profiles cannot be changed by customers or CSRs. Account Access List section includes: o Add account —Account Number and Zip Code o Favourite account selector/indicator o Account Number o Nickname o Service Address My Subscriptions section can include: o Subscription button to sign-up, change or unsubscribe to the report o Report name o Subscription settings o Last Sent — date and time o NOTE: Subscriptions are dependent on a Electric and Gas usage nightly extract file implementation Profile — Notifications: Current notifications available are related to Smart Meter where the Provide a facility for customers SilverBlaze Portal can send notifications based on customer settings. to set notifications/alerts on o Smart Meter: their accounts. o Usage threshold and high usage alerts o Requires the Smart Meter module o Power Outages o Sudden Outages (email or mobile phone) o Planned Outages (email) o Requires the OMS Web Extensions module Profile — Guest Access: Invite someone for Guest Access section includes: 38 25D-304 Provide a facility for customers o Account number dropdown list to invite and manage guest o Guest Email users for online access to their o Access Settings accounts. You have granted Guest Access section includes: o Account Number o Guest Email o Guest Status o Access Details You have been invited as a Guest section includes: o Account Number o Name o Access Details Customer -Facing Smart Forms Customer o -Facing Smart Forms to be delivered: New Service (Residential and Commercial) Provide customers the ability to submit specific service requests. o Transfer of Service o Disconnect of Service o ACH Registration/Recurring Payment o ACH/Recurring Payment Modification/Cancellation o Update Mailing Address o Life Support/Medical Form o Donation Enrollment o Customer Claim o Tree Work Form A. Describe the roles and responsibilities of Customers staff during implementation and provide an estimated level of effort. Please see below for a sample list of responsibilities for the project. Final determination will be made in the eventual SOW. S&S expects The Customers level of effort to be 2-3 resources at 50% for 1 year, with the required effort spiking near Go -Live. 5.1 Setup Server & Install Software Description Comments Responsible Install hardware Customers to setup a server connected to the Internet. S&S 3*1 25D-305 Customers will provide remote access to this server to the SilverBlaze team for the duration of the project where SilverBlaze can install and configure the solution as required. Install/Configure App S&S to install and configure the Application Server. S&S Server Install & Configure Web S&S to install and configure the HTTP Server S&S Server software. Install & Configure Web S&S to install and configure the Web Server plugin S&S Server Plugin software. Install & Configure S&S to install and configure Database software and S&S Database load the SilverBlaze database. SilverBlaze Customer Portal SilverBlaze to setup configurations settings specific SilverBlaze Deployment Package to customer portal requirements. Create customer Preparation theme and HTML content. SilverBlaze Smart Forms SilverBlaze to setup configurations settings specific SilverBlaze Deployment Package to smart forms requirements. Apply customer theme Preparation and HTML content. SilverBlaze Customer Portal S&S / SilverBlaze to setup transfer folders and S&S / SilverBlaze Folders scheduled jobs for nightly data import/export of to assist data if required. Email Server Availability S&S to provide access to an email server so that S&S / SilverBlaze SilverBlaze can send email notifications to customers to assist in the public domain. Needs to relay messages as required. et[ 25D-306 5.2 Configure SilverBlaze Customer Portal for Customers requirements Description Comments Responsible Customer Account Portal Determine Registration Customers to determine what information will be Customers / page criteria required by customers to register new web accounts. S&S Customer service/support Customers to provide a list of customer service or Customers / emails and notification lists support emails that will get notified for site issues. S&S Customize content for Customers to review content text and provide Customers / portal pages updates to S&S / SilverBlaze team to apply to the site. S&S / SilverBlaze Account Master (ACCMST) SilverBlaze integration points for customer account SilverBlaze Integration and service details using S&S enQuesta Web Service APIs. Payment History (PAYHIST) SilverBlaze integration points for customer SilverBlaze Integration transaction history (debit & credit) details using S&S enQuesta Web Service APIs. Payment Extension / SilverBlaze integration points for customer extension SilverBlaze Promise -to -Pay (P2P) details using S&S enQuesta Web Service APIs. integration Electricity Consumption SilverBlaze integration points for customer Electric SilverBlaze (HYDROCONS) Integration consumption details using S&S enQuesta Web Service APIs. Gas Consumption SilverBlaze integration points for Gas customer SilverBlaze consumption details using S&S enQuesta Web Service 41 25D-307 (GASCONS) Integration APIs. HYDROCONS Data Extract S&S to populate Electric consumption information S&S / (Subscription Reporting) based on documentation SilverBlaze provided by SilverBlaze. SilverBlaze to configure and test CIS data extracts. GASCONS Data Extract AS to populate Gas consumption information S&S / (Subscription Reporting) based on documentation SilverBlaze provided by SilverBlaze. SilverBlaze to configure and test CIS data extracts. Portal User Profile SilverBlaze integration points for portal user profile SilverBlaze (USRMST) Integration updates using AS enQuesta Web Service APIs. SilverBlaze integration points for paperless bill and EBPP settings using S&S enQuesta Web Service APIs. E-Bill History (BILLMST) SilverBlaze integration points for customer bill history SilverBlaze Integration details using S&S enQuesta Web Service APIs. E-Bill Presentment & SilverBlaze integration points for customer bill PDF SilverBlaze Notification Integration web presentment using AS enQuesta Web Service APIs. Online Payment Integration SilverBlaze to provide integration points for customer SilverBlaze payment processing using KUBRA APIs. Smart Meter SilverBlaze integration points for Electric and Gas SilverBlaze (SMARTMETER) Integration customer smart meter usage details using enQuesta Web Service APIs to The Customers Metersense Cf1 25D-308 MDM. Notifications for peak usage alerts for registered customers. Outage Notifications SilverBlaze to build outage notifications for registered SilverBlaze customers via email and SMS. Notifications to include power outage alert, power restored alert. Report Outage SilverBlaze to build report an outage form for SilverBlaze customers to submit outage notifications that will feed into ABB OMS using Web Service APIs. Outage Mapping SilverBlaze to build outage mapping based on SilverBlaze geographic information system maps and outage notifications using ABB OMS Web Service APIs. IVR Integration SilverBlaze to build integration points to Milsoft IVR SilverBlaze software using determined integration approach and associated documentation. Define site hostname Customers to register required domain names for Customers customer portal. SSL Certificate for site AS to provide SSL certificate request for secure site Customers / access. S&S / SilverBlaze Customers responsible for purchasing SSL certificate from certification authority (ie Verisign). AS / SilverBlaze to install purchased certificate to web server. Email Template Customers to provide specific layout of email Customers / customization notification templates. S&S/ SilverBlaze Verify email working AS / SilverBlaze to test email flow and verify receipt. AS / 43 25D-309 SilverBlaze Setup Test Server S&S to setup a test server environment for ongoing S&S support and upgrade testing. User Acceptance Testing Customers to provide appropriate resources to test Customers / Support the project and ensure functional requirements has S&S / been met. SilverBlaze S&S / SilverBlaze to provide resources to apply changes as required based on test results. Go Live Support Customers to set the host name and firewall to point Customers / to the SilverBlaze server. S&S / SilverBlaze Customers to test the live site as required. S&S / SilverBlaze to support testing as required. 5.3 Configure SilverBlaze Smart Forms for Customers requirements Description Comments Responsible Forms & Integration Determine Specific Field Customers to determine specific validations for Customers / Validation Rules mandatory field and account field masks. SilverBlaze SilverBlaze to configure. Form Wording Customers to provide wording forterms and Customers / conditions. Customers to provide any field label SilverBlaze changes. as 25D-310 SilverBlaze to implement. Field Selection Customers to review form field selections and Customers / provide any required changes. SilverBlaze SilverBlaze to configure. Site Images and Form Customers to provide form images and header Customers / Headers requirements. SilverBlaze SilverBlaze to implement. Confirmation Email Customers to provide wording and details for the Customers / Wording confirmation email. SilverBlaze SilverBlaze to implement. Web Service Availability S&S and Customers to ensure the appropriate web Customers / services are installed and available for testing. S&S / SilverBlaze SilverBlaze integration points for customer account and service details using S&S enQuesta Web Service APIs for all applicable forms among: o New Service (Residential and Commercial) o Transfer of Service o Disconnect of Service o ACH Registration/Recurring Payment o ACH/Recurring Payment Modification/Cancellation o Update Mailing Address o Life Support/Medical Form W 25D-311 o Donation Enrollment o Customer Claim o Tree Work Form Host Configuration Define site hostname Customers to register required domain names for Customers customer portal. SSL Certificate for site S&S to provide SSL certificate request for secure site Customers / access. S&S / SilverBlaze Customers responsible for purchasing SSL certificate from certification authority (ie Verisign). S&S / SilverBlaze to install purchased certificate to web server. Verify email working S&S / SilverBlaze to test email flow and verify receipt. S&S / SilverBlaze Testing User Acceptance Testing Customers to provide appropriate resources to test Customers / Support the project and ensure functional requirements has S&S / been met. SilverBlaze S&S / SilverBlaze to provide resources to apply changes as required based on test results. Go Live Support Customers to set the host name and firewall to point Customers / to the SilverBlaze server. S&S / SilverBlaze Customers to test the live site as required. Er, 25D-312 AS / SilverBlaze to support testing as required. EVA 25D-313 i:a:u NE 1 SUPPORT AND MAINTENANCE AGREEMENT THIS SUPPORT AND MAINTENANCE AGREEMENT is made and entered into this 18th day of February, 2020, and shall be effective as of the 1st day of March, 2020 (the "Start Date"). BETWEEN: SYSTEMS & SOFTWARE, INC., a Vermont corporation ("S&S") -and- TILE CITY OF SANTA ANA, a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California ("CITY") RECITALS: A. This SUPPORT AND MAINTENANCE AGREEMENT is subject to the terms of the Master Renewal Agreement For Professional Services (hereinafter "Master Renewal Agreement") made and entered into this 18th day of February, 2020, between SYSTEMS & SOFTWARE, INC. ("S&S"), a Vermont corporation and the City of Santa Ana ("CITY'), a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California. B. S&S owns the Software which has been licensed to CITY pursuant to a 2008 Software License Agreement (Agreement A-2008-053); C. The CITY wishes to receive support and maintenance services related to the Software; D. S&S shall provide the support and maintenance services related to the Software. NOW THEREFORE, in consideration of the mutual covenants set out in this support and maintenance agreement (the "Support and Maintenance Agreement") and for other good and valuable consideration (the receipt and sufficiency of which is hereby acknowledged), the parties agree as follows: 1. Unless otherwise defined herein, all defined terms used herein shall have the meaning ascribed to them in the Software License Agreement (the "Master Renewal Agreement"). 25D-314 2. This Support and Maintenance Agreement is the exclusive statement of the entire support and maintenance agreement between S&S and CITY. The parties agree that any previous agreement or terms in an agreement that provided support and maintenance services similar to those provided under this Support and Maintenance Agreement have either expired or been terminated under their own terms. 3. S&S shall provide software support primarily via telephone and electronic mail in addition to site visits only when necessary. The support services will be provided only during the hours of operation as described in the Standard Maintenance and Support Guideline, which is hereby fully incorporated herein by reference, and which are in effect as of the Start Date (as defined below), as such services may, at S&S's sole discretion, be modified or supplemented from time to time. To enable S&S to provide effective support, the CITY will establish auto remote access procedures compatible with S&S's then current practices which may be revised over time. 4. The provision of support services under this Support and Maintenance Agreement shall start on the Start Date. 5. In consideration for the support services specified in this Support and Maintenance Agreement, CITY shall pay the "Support and Maintenance Fee" as detailed in Exhibit I below. The Support and Maintenance Fee will be billed annually in advance beginning on the Start Date and thereafter on the annual anniversary of the Start Date or on an alternative date mutually agreed to by both parties. In accordance with CITY's payment practices CITY shall have forty-five (45) days from the Start Date (or annual anniversary thereof) to remit annual payment to S&S of the Support and Maintenance Fee. If the CITY would like to match the invoicing of the Support and Maintenance Fee to its fiscal year or any other period, it may request, during the initial annual period of this Support and Maintenance Agreement that S&S issue a prorated invoice for the portion remaining during the initial annual period. S&S may change the Support and Maintenance Fee from time to time in relation to each annual support and maintenance period but CITY shall only be billed once per year, and any such increase shall not exceed three percent (3%) per year and may include a corresponding three percent (3%) increase with respect to Third -party services pursuant to Section 7, below. 6. In the event CITY requests material or substantive changes to documentation, reporting and/or interface creation or other material or substantive changes outside of the scope of Standard Support Guidelines as set forth in Exhibit 2 hereto, S&S will be entitled to increase the Support and Maintenance Fee by no less than twenty-five percent (25%) per request per year going forward in order to allow S&S to maintain these changes through each Release of the Software, except where said requests by CTFY are incorporated within the provisions of a duly executed Change Order approved by S&S as set out in the Master Renewal Agreement. 7. S&S reserves the right to bill an additional fee for Third -party services should Third- 25D-315 party license vendors include an annual escalator that exceeds seven and a half percent (7.5%). In such an event, S&S shall provide CITY with adequate documentation of Third -party license vendors' annual escalator increases exceeding seven and a half percent (7.5%). 8. In addition to the above, where CITY purchases additional or different licenses related to the S&S Software, or any new module s/environments, additional Support and Maintenance Fees may be charged by S&S at the time of purchase of such software license(s) and incorporate such increase(s) in any subsequent Support and Maintenance Fee payments previously agreed to subject to a duly executed Change Order approved by S&S. 9. In addition to the Support and Maintenance Fee, CITY shall reimburse S&S for its direct expenses in providing support services ("Billable Fees") pursuant to this Support and Maintenance Agreement which include as of the Start Date: (a) courier services, photocopying, faxing, long distance phone calls and reproduction services, (b) all direct travel expenses including, but not limited to hotel, airfare, car rental, tolls, parking and airline and travel agent fees; a travel time rate of fifty percent (50%) of the individual's current standard hourly rate; a per diem rate of $70.00 for weekdays and a $125.00 for weekends and statutory holidays that includes all meal, food and telecommunications expenses (receipts will be provided to CITY); and a mileage charge consistent with the Internal Revenue Service recommended rate per mile, (c) and all other reasonable direct expenses incurred in the performance of S&S's duties hereunder. S&S may update its reimbursement policies from time to time, in which case such updated policies shall apply for purposes of this Support and Maintenance Agreement, provided that such updated reimbursement policies must generally apply to all clients of S&S. 10. S&S shall supply all maintenance Releases to CITY at no additional charge other than the payment of the Support and Maintenance Fee. 11. Upgrades are defined as major new versions of the Software or subversions supplying new functionality. Upgrades may require additional services to be performed by S&S outside of the scope of those services provided by S&S under this Support and Maintenance Agreement including professional services for the installation and implementation of the Upgrade and additional training that will be 25D-316 subject to S&S's then -prevailing policies, terms and Billable Fees related to pricing and hourly rates. 12. Updates are defined as minor code updates to the Software, such as providing bug fixes or minor modifications. All Updates of the Software will be made available to CITY at no additional charge other than the payment of the Support and Maintenance Fee. 13. S&S shall not be required to perform corrective maintenance as part of its Support and Maintenance Services with respect to Software malfunctions caused by: (a) CITY's modifications to the Software unless performed at the direction of S&S; (b) CITY's failure to use updates, enhancements or program error corrections; (c) Failure to use the Software in accordance with this Support and Maintenance Agreement or Master Renewal Agreement; or (d) Actions beyond S&S' reasonable span of control with respect to CITY's actions which alter the turnkey implementation environment, or cause hardware or Third Party Software malfunctions. 14. All payments hereunder shall be in U.S. dollars and shall be net of any taxes, tariffs or other governmental charges. S&S shall be responsible for paying all taxes, fees, assessments and premiums of any kind payable on its employees and operations. Any tax S&S may be required to collect or pay upon the sale, use or delivery of the support and maintenance services described in this Support and Maintenance Agreement shall be paid by CITY and such sums shall be due and payable to S&S upon receipt of an invoice therefore. Any taxes levied in relation to the services required for a Release shall be paid by CITY. The CITY shall be responsible for the payment of any applicable duties and sales/consumption taxes. 15. The term of this Support and Maintenance Agreement shall be identical to the Term set forth in the Master Renewal Agreement and shall be subject to its pro visions unless terminated by either party upon giving to the other not less than one hundred and twenty (120) days' notice in writing prior to the end of the initial annual maintenance and support period or any subsequent annual maintenance and support period. CITY shall pay the then prevailing Support and Maintenance Fee in advance for each annual period of the Support and Maintenance Agreement, subject to CITY's payment practices as hereinabove set forth in Section 5. 16. Where the notice of non -renewal has not been provided in accordance with these terms, the CITY is obliged to pay the Support and Maintenance Fee for the then iv 25D-317 applicable annual period. The termination of this Support and Maintenance Agreement by CITY shall not affect the License or the Software License Agreement incorporated within the Master Renewal Agreement. S&S shall neither refund any Support and Maintenance Fees nor any Billable Fees if this Support and Maintenance Agreement is terminated. CITY acknowledges that if this Support and Maintenance Agreement is terminated, then it will not be eligible to receive the benefits of this Support and Maintenance Agreement including the right to Releases or to access the source code in escrow upon the occurrence of any Event of Default. 17. Title to and ownership of all proprietary rights in the Releases and all related proprietary information supplied by S&S in providing the services pursuant to this Support and Maintenance Agreement shall at all times remain with S&S, and CITY shall acquire no proprietary rights by virtue of this Support and Maintenance Agreement. 18. S&S shall have the right to terminate this Support and Maintenance Agreement immediately if CITY attempts to assign this Support and Maintenance Agreement or any of its rights hereunder, or undergoes a reorganization, without complying with the License Agreement provisions of the Master Renewal Agreement. 19. In the event CITY fails to pay all or any portion of an invoice on or before sixty (60) days after the date it becomes due, S&S shall have the option to suspend or terminate this Support and Maintenance Agreement. Suspension or termination shall not relieve CITY of its obligation to pay its outstanding invoices, including any applicable late charges. CITY will be required to pay S&S the entire Support and Maintenance Fees for the period of suspension prior to reinstatement of suppoIt and maintenance services. 20. All notices, demands, and requests, required to be given under this Support and Maintenance Agreement by either patty to the other shall be in writing and delivered by hand, or by registered or certified mail, postage prepaid, to the respective parties at the following addresses, or to such other address as may be given by a party to the other pursuant hereto as set forth in the Master Renewal Agreement. 21. Either party's lack of enforcement of any provision in this Support and Maintenance Agreement in the event of a breach by the other shall not be construed to be a waiver of any such provision or the non -breaching party may elect to enforce any such provision in the event of any repeated or continuing breach by the other. 22. The parties agree that the terms and conditions contained herein shall prevail notwithstanding any variations on any orders, a -mails or other correspondence submitted by CffY. Provided, however, in the event of a conflict between the terms of this Support and Maintenance Agreement and the Master Renewal Agreement and any duly executed Change Order thereunder, the terms of the Master Renewal Agreement or duly executed Change Order shall prevail. u 25D-318 23. The particular provisions of this Support and Maintenance Agreement shall be deemed confidential in nature and neither CITY nor S&S shall divulge any of its provisions as set forth herein to any third party except as may be required by law. 24. Termination of this Support and Maintenance Agreement shall not affect any right of action of either party arising from anything which was done or not done, as the case may be, prior to the termination taking effect. 25. The parties hereby confirm that the waivers and disclaimers of liability, releases from liability, limitations and apportionments of liability, and exclusive remedy provisions expressed throughout this Support and Maintenance Agreement shall extend to such person's affiliates and to its shareholders, directors, officers, employees and affiliates. 26. Where remedies are expressly afforded by this Support and Maintenance Agreement, such remedies are intended by the parties to be the sole and exclusive remedies of CITY for liabilities of S&S arising out of or in connection with this Support and Maintenance Agreement, notwithstanding any remedy otherwise available at law or in equity. 27. This Support and Maintenance Agreement shall be governed by the laws of the State in which CITY is located. 28. This Agreement may not be assigned by CITY unless, concurrently with any such assignment, CITY assigns its rights under, and complies with the License Agreement provisions of the Master Renewal Agreement. This Support and Maintenance Agreement shall be binding upon the successors and assigns of the parties and ensure to the benefit of the successors and permitted assigns of the parties. 29. The invalidity or unenforceability of any provision or covenant contained in this Support and Maintenance Agreement shall not affect the validity or enforceability of any other provision or covenant herein contained and any such invalid provision or covenant shall be deemed to be severable. 30. This Support and Maintenance Agreement must be signed below and may be signed in counterpart and delivered by fax, email as a PDF (Portable Document Format) file attachment, or by other means that displays the original or a copy of the signatures. Any subsequent amendments may be signed and delivered in the same manner. 31. The aggregate liability of S&S to CITY for all claims, suits, actions and proceedings howsoever arising, directly or indirectly, under or relating to the support services supplied pursuant to this support and maintenance agreement or its subject matter, including those based on breach or rescission of contract, tort, breach of trust, or breach of fiduciary duty shall not exceed, in the aggregate, the amount of fees actually paid by the CITY to S&S for the support services supplied pursuant to this support vi 25D-319 and maintenance agreement during the then -current term (and in no event being greater than 12 months) of the support and maintenance agreement up to and including the date of termination. 32. In addition to the foregoing, neither party shall be liable to the other for any claims for consequential damages, incidental damages, indirect damages, special damages, aggravated damages, loss of revenue, loss of profits, failure to realize expected savings, loss of data, loss of business opportunity either under or relating to this support and maintenance agreement or its subject matter, whether based on breach of contract, rescission of contract, tort, breach of trust, or breach of fiduciary duty even if such other party has been advised of the likelihood of the occurrence of such damages and notwithstanding any failure of essential purpose of any limited remedy. 33. The parties hereby confirm that the waivers and disclaimers of liability, releases from liability, limitations and apportionments of liability, and exclusive remedy provisions expressed throughout this Support and Maintenance Agreement shall extend to such person's affiliates and to its shareholders, directors, officers, employees and affiliates. {Signatures on Following Page) vii 25D-320 I D► 4111.3 0 a ANNUAL SUPPORT AND MAINTENANCE FEES Initial Term (6-Years) Year 1-SupportandMaintenanceFee (March 1, 2020 - December 31, 2020) 2020: $198,366.88 Years 2 through 6 -Estimated Support and Maintenance Fees * 2021: On -going Support & Maintenance - $209,931.39 2022: On -going Support & Maintenance - $216,229.21 2023: On -going Support & Maintenance - $222,716.21 2024: On -going Support&Maintenance - $229,397.69 2025: On -going Support & Maintenance - $236,279.62 Optional Extension Term # 1(3-Years) - Estimated Support and Maintenance Fees * 2026: On -going Support & Maintenance - $243,368.01 2027: On -going Support & Maintenance - $250,669.05 2028:On-going Support&Maintenance - $258,189.13 Optional Extension Term #2 (1-Year) -Estimated Support and Maintenance Fees * 2029: On -going Support & Maintenance - $265,934.80 * The Support and Maintenance Fees described above include enQuesta Link Mobile, enQuesta Link Mobile GIS Module, Capricorn for enQuesta, Miscellaneous Third -Party Licenses and Maintenance Fees. The total annual sums set forth above represent the maximum software maintenance payment schedule, excepting an additional annual miscellaneous contingency amount of $4,000 to be authorized solely in the discretion of CITY. Support and Maintenance Fees beginning with Year 2 are estimates only; the Support and Maintenance Fees for Years 2-10 are subject to increase in accordance with the Support and Maintenance Agreement, Section 5 above. ix 25D-321 IN WITNESS WHEREOF, the Parties have executed this Support and Maintenance Agreement to be effective as of the Start Date first written above. SYSTEMS &SOFTWARE, INC. By: (' �. A �� / Name: Cameron Mahbubian Title: Executive Vice President THE CITY OF SjAN,TAA AN By: '14 ame: Willard V. Holt Title: Treastuy & Customer Svcs. Mgr: viii 25D-322 EXHIBIT 2 STANDARD SUPPORT GUIDELINES it 25D-323 S&S Support Program General Guidelines EFFECTIVE JANUARY 1, 2020 & Software STANDARD SUPPORT OFFERING S&S' objective is to ensure that customers are fully satisfied at all levels of interaction, each and every time customers engage with S8 Client Support is responsible for answering inquiries for areas relate to the operation of all licensed enCuesta modules and, more specifi for the business processes/ features which are already in productioi delivering fixes, error corrections, or corrective procedures for the supported versions (the current version (v6). S&S' Client Support Analysts will provide support via phone, email, or through use of WebEx or Skype. CLIENT SUPPORT DESK STANDARD HOURS OF OPERATION: MONDAY - FRIDAY, 8AM - 6PM* (EXCLUDING STATUTORY HOLIDAYS) * New extended hours METHODS OF CONTACT FOR CLIENT SUPPORT DESK: • Email: support@ssvit.com • Phone:800.655.8810 CONTACTING CLIENT SUPPORT PERSONNEL DIRECTLY S&S requires that customers log all new issues through the Online Help Desk to ensure that S&S will be able to efficiently serve the customer. The customer should not attempt to contact specific S&S personnel to log new issues, as personnel may be out of the office due to customer engagements, vacation or illness. If the proper procedure is not followed by the customer, S&S cannot guarantee that new issues will be handled efficiently. S&S also enforces this practice for auditing purposes (every issue must be logged). 2020 HOLIDAY CALENDAR DATE Holiday January 1st New Year's Day February 17th President's Day May 25th Memorial Day July 4th Independence Day September 7th Labor Day November 11th Veteran's Day November 26th & 27th Thanksgiving December 24th & 25th Christmas ORGANIZATIONAL STRUCTURE: Laura Martin Software Engineer Adam Savard Software Engineer Dana Lendorf - McCarthy VP, Operations Linda Perna Director, Support James Sergeant, DEV Support Manager Art Gwozdz Technical Consultant George Alex Nat Angela Elissa Hayes Apmann Bond Chiappino Lee Software Software Senior Support Support Engineer Engineer Support Analyst Analyst Analyst Kevin Slavens Software Engineer Jeremy Gould Software Engineer Erin Ennis Senior Application Consultant New Hire New Hire ESCALATION PATH: Escalation Path 8:00 AM - 5:00 PM Eastern Standard Time (Monday - Friday) If you do not receive a response within the given time frame, please escalate to the next level Escalation S&S Support 800.655.8810 or Expected Response Time: Level - 1 Desk support@ssivt.com 2 hours I *Showstopper Issue Response Time: 15 minutes Escalation Director 416.452.8808 or Expected Response Time: Level - 2 of Support linda.perna@ 1 hours Linda Perna systemsandsoftware.net *Showstopper Issue Response Time: 15 minutes Escalation VP, Operations 416.819.0099 or Expected Response Time: Level - 3 Dana dana.lendorf-mccarthy@ 1 hours Lendorf-McCarthy systemsandsoftware.net *Showstopper Issue Response Time: 15 minutes AFTER HOURS SUPPORT CONTACT INFO (IF CONTRACTED) Methods of contact for after-hours support: • 800.655.8810 ESCALATION PATH: Escalation times: 6:OOPM - 8:OOAM (Monday to Friday) & 12:OOAM - 11:59PM (Saturday & Sunday) If you do not receive a response within the given time frame, please escalate to the next level. Escalation I Director of Support 416.452.8808 or Iinda.perna@systemsandsoftware.net Level - 1 Linda Perna Escalation I VP, Operations 416.819.0099 or Level - 2 Dana Lendorf-McCarthy dana.Iendorf-mccarthy@systemsandsoftware.net Wsmmor Suppal Create a Ticket Customer Reference Number" SYS2182 F! nnn yom I Ina 101 Je I nurNxi II ale ok5a Snmm w Utility batch post u n.,anR.e P. iorily MMImin FunctAnal Amaze None ❑cscrpliw I've postec my ublily bill batch fi ABC212 at 100prn The bath has been slack on the posting pmcess for a upC Mn¢ nnw C ulJ rmm,.0nc im m.,.1, MrO No Impost" Style - 6 T u A . .A - Y A taw wum aru inryxWJ. Tlclu au tm klmwrrrvuBurumNs 0® lM'rytlanuprocrS:lmp _ICJTA: nnMr Nlmcma —1 cxlcmal uws l"actod VIn: 1mpY mlesrrpe •rrsP• nmwe rsno LmpnR Work AmunJ 6,�. Dmp files b a!lan, orbrewse. Cann& Open Ti kees(C) Ul—d Tiri s(0) Interval Issue lype:Nl. I..zee ISunmay w'gRe 13SepLmlf placket Cam, 23tib 1111M hvtYr pas[ is—,00srve MScp/2017 0Tickct CSUP4el" Cash Rccclpt Posting Ermr Kill Heal,' 135enpol/ 131 cket C5UP ti3 23 /M a aosal Insurance number W the 3 ml entry sheen Wit AO p, K.l, Fletcher INSep/201] 13Tlcliet CSUP2362 SYaMaN Paymenl Fle hall 0 Slams: AilIs Below is a list of required information for submitting a new ticket: 1 Complete description of the issue being reported. ZCan the issue be re-created? 3 Exact steps user was taking when he/she received an error or ran into a problem. 4 Screenshots of the error received, if applicable. 5 Description of any recent network changes and/or issues (i.e.: power outage). 6 User log in information when required. DEPLOYMENT OF CODE FIXES: Our main priority is to keep customers production environment stable. Fixes will be released to customers once they have been tested and approved by the customer in a train or test environment. Deployments to production will not occur without consent from the customer and in the cases where downtime is required, an agreed upon date and time will be adhered to. ALL customer sources will be managed at S&S. Each developer will follow a defined standard process for deployments of required code. W a 3:0. Mtn SUBMISSION OF ISSUES: The issue is cosmetic or requested functionality that will be considered for a future version. 1124 (Ex. Columns displayed on a particular screen.) The issue has a work around that used until the issue is resolved. • A particular work order cannot t 0 updated W • Document Designer template ch X6ork Queues Business critical issue, but not preventing afl use getting their work done. • Discrepancy in collections run sheet • Processing credit refunds • Hand Held Upload/Download • Deposits • System errors that have workarounds • Calculate errors impacting a small # of records reported issue is only considered a Showstopper when the tility cannot continue with their daily processes until the i ue is resolved. Daily Process has been halted by a critical error Application and/or Database Server is down s Webconnect is down enQuesta Reporting Center (ERC) is down Out of Balance messages preventing an update to continue • Job Scheduler Failures • Bill Print is incorrect HOURS 8 POURS 2 HOURS TYPE DESCRIP li],q TARGET INITIAL REVIEW PERFORMANCE -RELATED ISSUES: In terms of performance related issues, we will only research an issue once it has been proven by the customer that the issue is not at all related to the customer's internal network. Assuming the performance encountered is not a customer network issue, please include the following information when submitting a ticket: Is enCuesta slow for everyone or just one person? a) If for everyone: i. Is a Cognos report or reports running and/or what time was the last Cognos report kicked -off? ii. Have you verified internally that there has not been recent firewall or network changes? b) If for one person: i. User's login information ii. What he/she was doing exactly prior to and when the performance issues occurred (this includes if he/she was doing something on the internet or if they were running any other applications) iii. How many sessions does the user have open? Is the issue just impacting the Call Center or all locations (if utility has locations)? EXISTING ISSUES: If the customer is looking for the status of an existing issue, please refer to the online help desk for an update. Customers can also contact the Support Desk to request an update. Please refrain from calling the client support team member directly. CLOSING ISSUES: Customers are responsible for reviewing and closing issues via Online Help Desk. When tickets have been resolved or code fixes moved to production, the ticket should be closed. enQuesta Modules This Is a HEW%of al enCipesta offering. If you would like list sWWc to your utility, pleaseftoWS&SSupport 0 a MID ■o E� Acco u nt Management Automated Wmidlow Device Management i Mi5 A1aneouSAR Rate Managemment Standard Reporting Utility Billing Admin Portal Credit & Collection Fi nandal 141anagemtient New S"Ce Seamity & Auditing Jot) Scheduler Mkwk Queue 1Noeitflow Scheduling Aulowid/Reconnec! Budget Bliing Elailia Archiving Document Designer enQuesta FM5 enQuesta Mobile Supplier Management WebConned BI dad6aw*Veperting �ashieting Disasteiltecplrery enquesta Chat enQuesta GO enQuesUUnk (MWMS) Landlord/Te law t Skelebi GL CRxiall (Sd&50vke) DESKTOP RECOMMENDATIONS: WORK STATION RECOMMENDED SYSTEM Operating System Windows 10, Microsoft Office 365 or 2016 Processor 7th Generation Intel® Core 17"' Processor RAM 1 16+ GB Screen Resolution 1080P 0920 x 1080) Resolution Disk 100 MB (free) LAN Speed 100 Mbps Browser IE11 ** PDF Viewer Acrobat Reader (latest ver. at the time of installation) **IE 11 Compatibility View settings turned on. Connection Requirements: To ensure we can effectively support our customers, we require that a communications link (i.e. VPN) is established and maintained between our two sites. It is the customers responsibility to ensure that the connection is valid at your location so that we can connect at any time. Standard Database Tasks: • Set up, maintain train/test refresh scripts • Set up automated train/test refresh or upon request/as needed • Automated monitoring of tablespace levels and adjust/add space as needed • Upgrade Oracle database and apply patches as needed • Perform database/SQL analysis and tuning as needed • Set up maintenance scripts to maintain healthy database status • Set up/monitor DR (standby database) environment upon request • Perform history archiving up request Standard System Administration Tasks: • Monitor Production Customer Backups - Automated • Resolve Production Customer Backups Issues as needed. • This often includes helping customers understand and resolve issues with their backup hardware. • Monitor Production Server Disk Space • Resolve Production Server Disk Space Issues as needed. INCLUDED IN ANNUAL MAINTENANCE AND SUPPORT S&S provides the following services as part of the annual maintenance and support contract: • Access to JIRA for logging issues • 24X7 Support Desk coverage capability • Wide array of experts on staff • Technical troubleshooting and issue resolution • One -stop support for contracted third parties • Limited duration training (15-minute guideline) • On -site visits as required • Quote dashboard • 'My eSpace' for Utilities • Internal System Monitoring (Customer notifications & dashboard available for purchase) • Automated train refreshes • Maintenance releases for V6 only • Quarterly Customer Newsletters • Monthly Webinars ACCOUNT MANAGEMENT Requests for modifications should be sent to your Systems and Software account manager for review and quote. This includes any requests for enhancements, implementation of new features and requests for upgrades. 2020 Hourly Rate - $205 EXAMPLES OF BILLABLE SERVICES THAT REQUIRE A (QUOTE • Cognos BI reports o Requests for new reports o Requests for new table/view/model changes for custom needs o Security - additions and changes o Basic administration functions such as scheduling via Cognos, email distribution set up, etc. o Deployment of additional functionality within Cognos such as auditing, DR, managed alerts, detailed documentation, performance monitoring, SQL optimization etc. o Requests for new dashboards o Requests for archive content stores/environment o Request for training content stores/environments • Bill print changes • Process changes • New configuration/criteria set up • Doc Designer - new letters • Adding users (OS and enQuesta) • Rate changes • Extended telephone training • Upgrades and support of third -party software/interfaces • Recovering data resulting from customer error WHEN TO EXPECT INCREMENTAL MAINTENANCE Maintenance means restoring something to its original conditions. Enhancement means adding, modifying the code to support the changes in the user specification. System maintenance conforms the system to its original requirements and enhancement adds to system capability by incorporating new requirements. Thus, maintenance changes the existing system, enhancement adds features to the existing system, and development replaces the existing system. It is an important part of system development that includes the activities which corrects errors in system design and implementation, updates the documents, and tests the data. MAINTENANCE TYPES System maintenance can be classified into three types: • Corrective Maintenance (included in annual maintenance) - Enables user to carry out the repairing and correcting • Adaptive Maintenance (20% prorated for current year and then added to following years maintenance as full cost) - Enables user to replace the functions of the programs • Perfective Maintenance (20% prorated for current year and then added to following years maintenance as full cost) - Enables user to modify or enhance the programs according to the users' requirements and changing needs DID YOU KNOW? Systems and Software can offer the following items be included in your annual Maintenance and Support: 1) Prepaid upgrades 2) HCTC registration USER CONFERENCES/ USER GROUPS Annual Customer Training Conference (formally known as the User Forum). The admission fee per attendee ranges between $950 - $1300 per person USER GROUP ATTENDANCE Each customer can have as many employees attend/participate as they would like. S&S currently has two regional User Groups. Groups typically meet in person annually November 4 -6, 2020 Las Vegas, NV I Caeser's Palace PACIFIC USER GROUP: Azuza, Redlands, Santa Ana, South Coast, Valencia, Ventura, Anaheim, Riverside, Merced, Truckee Meadows, Spokane REGIONAL USER GROUP: Arlington, Atlanta, Augusta, Clarksville, DeKalb, El Paso, EPB, Greensboro, Irving, Mobile, Metro, Montgomery, Akron, Central Arkansas Water, Detroit, Marquette, Milwaukee, Minneapolis, SEMCO, Freeport, Nassau, Tupper Lake, Massena, Wolfeboro, Unitil, Lexington, South Bend EXECUTIVE STEERING COMMITTEE The intent of the Executive Steering Committee is to have Executive level (Director or delegate) representation (one Executive per utility) from our customer base that will: i. Provide advice, insight and assistance to S&S's direction ii. Help S&S ensure our products and services meet the changing demands of the utility industry iii. Ensure S&S is properly leveraging expertise and experience iv. Ensure has the proper structure, processes and communication mechanisms to meet expectations V. Assist in our mutual successes and a win -win solution EXHIBIT 2 FIRST AMENDMENT TO MERCHANT PROCESSING RENEWAL AGREEMENT THIS FIRST AMENDMENT TO MERCHANT PROCESSING RENEWAL AGREEMENT ("First Amendment to Renewal Agreement") is made and entered into this 18th day of February 2020, by and between Invoice Cloud, Inc., a Delaware Corporation, (hereinafter "CONSULTANT'), and the City of Santa Ana, a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California (hereinafter "CITY"). CITY and CONSULTANT shall hereinafter collectively be referred to as "the PARTIES". RECITALS A. The PARTIES to the MERCHANT PROCESSING RENEWAL AGREEMENT ("Renewal Agreement') (A-2018-247), wish to amend said Renewal Agreement, dated October 16, 2018, by which CONSULTANT agreed to perform such services for CITY with respect to Municipal Utility Services, Business License Tax, Proactive Residential Rental Enforcement Program Accounts, with provisos for the extension to CONSULTANT's Dog License accounts. B. The PARTIES to this First Amendment to Renewal Agreement wish to reinstate and expand the expired optional contingency provision (Section 3. "OPTIONAL CONTINGENCY" of said Renewal Agreement). Said optional contingency is for an updated walk-up Payment Kiosk hardware and software solution to replace CITY's aging Payment Kiosk hardware and software purchased and installed in fiscal year 2012-13 at a pre -paid cost not to exceed $100,000, covering a three-year term beginning July 1, 2020 and concluding June 30, 2023. Also included is a separate optional contingency for complimentary PayGo services to permit payment of CITY Municipal Utility Services charges at 7Eleven Stores and CVS Pharmacies for an annual cost of $19,500 over an identical three-year term. C. The PARTIES to this First Amendment to Renewal Agreement also wish farther to extend the length of said Renewal Agreement to include fiscal years 2022-23 and 2023-24 (Section 4. "TERM'), and to correspondingly extend the fiscal year limits for both fiscal years by an additional $190,000 each, together with a $60,000 contingency amount for merchant processing services (Section 2. "COMPENSATION") payable under said Renewal Agreement to coincide with the effect of the term and compensation amendments made in Section 3. D. In undertaking the performance of this Agreement, CONSULTANT represents that it is knowledgeable in its field and that any services performed by CONSULTANT under this First Amendment to Renewal Agreement will be performed in compliance with such standards as may reasonably be expected from a professional consulting firm in the field. NOW THEREFORE, in consideration of the mutual and respective promises, and subject to the terms and conditions hereinafter set forth, the PARTIES agree to amend Section 1. "SCOPE OF WORK", Section 2. "COMPENSATION, Section 3. "OPTIONAL CONTINGENCY", and Section 4. "TERM" as follows: 1. SCOPE OF SERVICES The PARTIES agree that the SCOPE OF SERVICES shall be amended such that CONSULTANT shall perform credit card processing services according to the rates set forth in 25DL338 EXHIBIT A of the Renewal Agreement in accordance with the terms and conditions set forth in the Merchant Card Processing Agreement incorporated therein. CONSULTANT shall perform such other electronic and enhanced electronic billing and payment presentation services in accordance with the terms and conditions set forth in EXHIBIT A, to include all associated "Biller Agreements", "Invoice Cloud Biller Order Forms", and "Invoice Parameters" in effect June 30, 2018, and any subsequently associated "Biller Agreements", "Invoice Cloud Biller Order Forms" and "Invoice Parameters", utilizing any mutually acceptable level of electronic billing and/or payment presentation services, executed between CONSULTANT and CITY during the Term of this Renewal Agreement to also include (where applicable) enhanced electronic bill presentment and payment (EBPP) services which are herein incorporated by reference. Said enhanced EBPP services to include EBPP portal with real-time account balance pull and real-time payment posting to System & Software, Inc.'s enQuesta CIS (any version) and Single Sign -on (SSO) capabilities with System & Software, hic.'s WebConnect and/or Capricorn portal. The PARTIES hereto hereby acknowledge and reaffirm their agreement to the terms as set forth in EXHIBIT A of the Renewal Agreement for the Term of the Renewal Agreement. All references to Tenn shall mean the Term of said Renewal Agreement including any longer Tenn agreed to by the parties as may be set forth in any amendment to the Renewal Agreement. 2. COMPENSATION a CITY agrees to pay, and CONSULTANT agrees to accept as total payment for its services, the rates and charges identified in EXHIBIT A. The total sum to be expended under this Agreement shall not exceed the annual fiscal year limits set forth below unless amended by the PARTIES for a greater specified amount. The total sum to be expended under this Agreement, exclusive of optional expenditure(s) authorized via an agreed to Change Order proviso, shall not exceed $1,140,000 for contract services, and $60,000 for merchant processing contingency charges, including any unpaid sums receivable by CONSULTANT for prior contractual services concluding June 30, 2018, and shall not exceed the annual amounts identified below for the fiscal year periods specified during the remaining Term of this Agreement: Contract Term Period Annual Fiscal Year Period i. July 1, 2018 through June 30, 2019 ii. July 1, 2019 through June 30, 2020 iii. July 1, 2020 through June 30, 2021 iv. July 1, 2021 through June 30, 2022 v. July 1, 2022 through June 30, 2023 vi. July 1, 2023 through June 30, 2024 vii. Merchant Processing Contingency Contract Tenn Period Annual Compensation Amount $190,000 $190,000 $190,000 $190,000 $190,000 $190,000 $ 60,000 Subsection (vii) "Merchant Processing Contingency" shall be deemed to be that certain amount available to cover annual merchant processing charges that may occur above the $190,000 Annual Compensation Amount during any portion of the Term of this Agreement due to variability in the number of actual annual merchant processing transactions versus anticipated annual transactions. b. Payment by CITY shall be made within forty-five (45) days following receipt of proper invoice evidencing work performed, subject to CITY accounting procedures, unless 25DP-339 CONSULTANT or CONSULTANT's merchant processor directly debts CITY provided bank account. 3. OPTIONAL CONTINGENCIES a The PARTIES hereto now desire to include a separate Optional Contingency, solely exercisable by CITY, for CONSULTANT to provide CITY with an updated walk-up payment kiosk hardware and software solution utilizing Kiosk hiformation Systems, Inc. authorized hardware, software, hosting services, and program maintenance. This Optional Contingency may be exercised by CITY prior to March 1, 2020, on a forty-five (45) month prepaid lease basis with the currently planned start date beginning October 1, 2020 and continuing through June 30, 2024 for a net amount not to exceed $135,000, with the parties signing the applicable Add On Biller Order Form at the time of exercise. The detail terms for the exercise of this optional contingency provision shall be set -out via a Change Order proviso. b. The PARTIES hereto now desire to include a separate Optional Contingency, solely exercisable by CITY, for CONSULTANT to provide CITY with PayGo services to permit payment of CITY Municipal Utility Services charges at 7Eleven Stores and CVS Pharmacies for a cost not to exceed $19,500 annually, with a further contingency in the amount of $5,500 due to variability in the number of actual annual PayGo processing transactions versus anticipated annual transactions which will be subject to additional terms and conditions to be agreed by the Parties. This Optional Contingency may be exercised by CITY prior to December 1, 2020, on a three-year fiscal year basis with the currently planned start date beginning July 1, 2021 and continuing through June 30, 2024 for a net amount not to exceed $75,000, with the parties signing the applicable Add On Biller Order Form at the time of exercise. The detail terms for the exercise of this optional contingency provision shall be set -out via a Change Order proviso. 4. TERM The Term of this Agreement shall be effective from July 1, 2018 and shall terminate on June 30, 2024, unless amended by the PARTIES for a longer term or terminated earlier in accordance with Section 13, below. H H {Signatures on followingpage) 251Y-340 IN WITNESS WHEREOF, the PARTIES hereto have executed this First Amendment to Renewal Agreement the date and year f i r s t above written. ATTEST: Daisy Gomez Clerk ofthe Council APPROVED AS TO FORM: SONIA R. CARVALFIO City Attorney yr By: ( mo t John Pink Assis nt City Attorney RECOMMENDED FORAPPROVAL: Kathryn Downs Executive Director Finance & Management Services Agency CITY OF SANTA ANA Kristine Ridge City Manager CONSULTANT INVOICE CLOUD, IN . I (-)A <Y NiJume: Robert Lapides l Title: President (Invoice Cloud) Tax ID FEIN#26-3972596 25D-341 EXHIBIT 3 FIRST AMENDMENT TO AGREEMENT TO PROVIDE PLANNING AND IMPLEMENTATION SERVICES FOR THE AUTOMATED METER INFRASTRUCTURE PROJECT THIS FIRST AMENDMENT TO AGREEMENT is made and entered into this 18th day of February, 2020, by and between UtiliWorks Consulting, LLC ("CONSULTANT"), and the City of Santa Ana, a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California ("CITY"). CITY and CONSULTANT shall hereinafter collectively be referred to as "the PARTIES". RECITALS A. On September 11, 2018, CITY issued Request for Proposal No. 18-064, by which it sought a consultant to provide professional planning and implementation services for CITY's Automated Meter Infrastructure Project, by which CITY intends to convert existing water meters to "smart" meters based on new available technologies. B. CONSULTANT submitted a responsive proposal that was selected by CITY. CONSULTANT represents that it is able and willing to provide the services described in the scope of work that was included in RFP No. 18-064. C. On May 7, 2019, the PARTIES entered into an Agreement to Provide Planning and Implementation Services for the Automated Meter Infrastructure Project ("Original Agreement") A-2019-066. D. The PARTIES have subsequently expressed their intent to enter into a First Amendment to the Original Agreement ("First Amendment to Agreement") to expand the Scope of Services previously established and to increase compensation in connection with the additional scope of work by $68,720, with a 10% contingency of $6,872 for a total amount not to exceed - $75,592. E. In undertaking the performance of this First Amendment to Agreement, CONSULTANT represents that it is knowledgeable in its field and that any services performed by CONSULTANT under this First Amendment to Agreement will be performed in compliance with such standards as may reasonably be expected from a professional contracting firm in the field. NOW THEREFORE, in consideration of the mutual and respective promises, and subject to the terms and conditions hereinafter set forth, the PARTIES agree to amend Section 1. "SCOPE OF SERVICES", Section 2. "COMPENSATION, and Section 22. "MISCELLANEOUS PROVISIONS", as follows: 25Dr342 1. SCOPE OF SERVICES The PARTIES agree that the SCOPE OF SERVICES shall be amended to include a second exhibit, EXHIBIT A-1, which is hereby incorporated in full by reference and which sets forth the following additional scope of work task categories: 1. CIS (Customer Information System) Project Management 1.1 Contract Negotiations 1.2 Data Exchange Oversight 1.3 Environment Configuration and Training 1.4 Acceptance Testing Oversight CONSULTANT shall perform the related scope of work task category services as described and specifically delineated in EXHIBIT A-1. 2. COMPENSATION a. CITY agrees to pay, and CONSULTANT agrees to accept as total payment for its services as set forth in EXHIBIT A of the Original Agreement and EXHIBIT A -I of the First Amendment to Agreement, the rates and charges identified in EXHIBIT B of the Original Agreement together with the rates and charges identified in the Fee Structure tables incorporated in EXHIBIT A-L The total sum to be expended under the TERM of the Original Agreement, including any extension periods, shall not exceed $965,250 ($896,530 as set forth in EXHIBIT B of the Original Agreement, comprised of (1) the base amount of $815,027 and (2) a 10% contingency in the amount of $81,503 for additional services at CITY's sole discretion. To which an additional $68,720 is hereby added, with a further corresponding 10% contingency of $6,872, for a total additional amount not to exceed $75,592 as set forth in EXHIBIT A-1. Payment by CITY shall be made within forty-five (45) days following receipt of proper invoice evidencing work performed, subject to CITY accounting procedures. Payment need not be made for work which fails to meet the standards of performance set forth in the Recitals and Scope of Services, which may reasonably be expected by CITY. 22. MISCELLANEOUS PROVISIONS a. Each undersigned represents and warrants that its signature herein below has the power, authority and right to bind their respective parties to each of the terms of this Agreement, and shall indemnify CITY fully, including reasonable costs and attorney's fees, for any injuries or damages to CITY in the event that such authority or power is not, in fact, held by the signatory or is withdrawn. 25D2343 // b. All exhibits referenced herein and attached hereto shall be incorporated as if fully set forth in the body of this Agreement. C. This First Amendment to Agreement must be signed below and may be signed in counterpart and delivered by fax, e-mail as a PDF (Portable Document Format) file attachment, or by other means that displays the original or a copy of the signatures. Any subsequent amendments may be signed and delivered in the same manner. {Signatures on following page} 25Dr344 IN WITNESS WHEREOF, the parties hereto have executed this First Amendment to Agreement the date and year first above written. ATTEST: Daisy Gomez Clerk of the Council APPROVED AS TO FORM SONIA R. CARVALHO City Attorney By: l iV Lo Storck Assistant Ci y Attomey FOR APPROVAL Fuad S. Sweiss, PE, PLS Executive Director Public Works Agency Jack Ciulla Chief Technology Innovations Officer Information Technology Agency Kathryn Downs Executive Director Finance and Management Services Agency CITY OF SANTA ANA Kristine Ridge City Manager CONSULTANT UtiliWorks Consulting, LLC Nam e Pers 22 vn (on T e: Presid Tax I.D. FEIN #20-5167904 25D-345 Deliver to: City of Santa Ana 20 Civic Center Plaza Santa Ana, CA 92702-1964 UtiliWorks Consulting, LLC. 225.766.4188 Office 2351 Energy Dr. STE 1010 225.612.6404 Fax Baton Rouge, LA 70808 www.utiliwA1 q_346 EXHIBIT A-1 utioli Strategic Utility Consulting Table of Contents Purpose...................................................................................................... 3 Assumptions................................................................................................. 3 Task 1 - CIS Upgrade Project Management............................................................. 3 Task 1.1 - Contract Negotiations...................................................................... 3 Task 1.2 - Data Exchange Oversight................................................................... 4 Task 1.3 - Environment Configuration and Training ................................................ 4 Task 1.4 - Acceptance Testing Oversight............................................................. 4 FeeStructure............................................................................................... 5 CIS Project Management................................................................................ 5 City of Santa Ana 25D-347 Page 1 2 Scope of Work Purpose This Scope of Work (SOW) is to document services UtiliWorks Consulting, LLC ("UtiliWorks") will provide the City of Santa Ana ("City" or "Santa Ana"). The City requested that UtiliWorks provide scope and pricing on program management services and subject matter expertise for the planned CIS enQuesta upgrade to better ensure the successful upgrade of the enQuesta application. Assumptions • City will assign a resource to participate in regularly scheduled status calls with the UtiliWorks Project Manager to review open issues and remove barriers to progress. • City will designate the necessary Subject Matter Experts across the organization to participate in the Project effort. • City team will have reasonable responsiveness to data requests, document or deliverables review and meeting requests. • City agrees to provide the UtiliWorks project team with online access, as well as workspace for consultants while on -site. • Work will be performed by UtiliWorks resources either on -site or off -site in the completion of outlined deliverables. • City will provide familiarization training of current customer service, billing services and meter reading operations. Task 1 - CIS Upgrade Project Management Task 1.1 - Contract Negotiations UtiliWorks will provide guidance and support to City during contract negotiations with Systems Et Software, Inc. ("SftS") for the enQuesta CIS upgrade. Our experts will review and provide editorial comments for the proposed vendor contract and SOW, determine whether the SOW complies with City requirements and negotiate terms that are as favorable as possible to City. UtiliWorks will work with City and S&S to: 1. Identify and document specific systems acceptance criteria 2. Identify and document any recommended training 3. Identify and document expected deliverables to be produced 4. Work to obtain the best possible price. UtiliWorks will actively participate in discussions and negotiations with S&S on behalf of City. UtiliWorks will work with City to develop the final vendor contract presentation to the City Council and attend the City Council meeting to answer questions and provide clarification. Deliverables: Council -Ready Vendor Contract (including system acceptance criteria), Council Presentation Slide Deck City of Santa Ana 25D-348 Page 1 3 Task 1.2 - Data Exchange Oversight In order to provide continuity in billing and customer service operations, data from the onsite enQuesta system must be ported to the new `instance' during the upgrade process. UtiliWorks will provide coordination between the City and S&S to minimize disruption to these critical operations, as well as oversight in the data transfer process. UtiliWorks will document data exchange activities and make note of any differences or changes in schema from the current enQuesta system to upgrade environment. After the migration process, UtiliWorks will continue data -related activities by providing confirmation that the critical information from the prior system has migrated intact to the upgraded system. This information will be validated against the current system to affirm accuracy and continuity across environments during the change -over period. Deliverables: Data Exchange and Validation Activities Memorandum (*.doc) Task 1.3 - Environment Configuration and Training UtiliWorks will provide oversight into the configuration process. Post -set-up, it is also important to recognize the impacted business considerations when upgrading any major operational system. UtiliWorks will work with S&S to identify the pertinent business rules and ensure their implementation to prevent disruptions in core system functionality. UtiliWorks recognizes that effective and timely training of City personnel on the implemented business rules and any updated user interfaces is critical to success of the project. After configuration, UtiliWorks will coordinate the timing and delivery of on -site vendor training during the upgrade in accordance with overall project schedule and coordinate with City regarding the availability, suitability, and readiness of a training environment and participants. UtiliWorks will review SftS's training plan for completeness, including course descriptions, course agenda, requirements, participants, and proposed timing. UtiliWorks may recommend additional training and other forms of end -user training to supplement vendor training. Assumptions: UtiliWorks SMEs will participate in vendor training activities; UtiliWorks will have access to pertinent data from the current enQuesta and to -be enQuesta systems Deliverables: Business Rules, Configuration, and Training Memorandum (*.doc) Task 1.4 - Acceptance Testing Oversight The plan and methodology for testing the installed solution is critical to evaluating the success of the upgrade and migration, and whether City objectives have been met. is. At a high level, testing is expected to include: Vendor -led Functional Testing - Vendor -led software testing to ensure agreed upon configuration of system(s) is delivered and working to specifications prior to the start of any City -led testing. System Acceptance Testing - City -led testing to confirm functional accuracy, system communications, and other acceptance criteria as outlined in the final vendor contract User Acceptance Testing - City -led "real world" testing that validates that the delivered system can support daily business and user requirements. Full end -to -end testing will include systems functionality; automated systems integration/data transfer; data City of Santa Ana 25D-349 Page 1 4 integrity; new and modified business processes; and other acceptance criteria as outlined in the final vendor. UtiliWorks will review the vendor test plan submittal for completeness and advise City on any proposed changes or additions. Upon delivery of the final vendor test plans, UtiliWorks will develop a test plan that will outline, at a minimum: roles and responsibilities; testing procedures; and, entrance/acceptance criteria. UtiliWorks will also oversee and support testing efforts. Specifically, UtiliWorks will: • Review and provide feedback on vendor and utility test cases for each phase to identify potential gaps and supplement accordingly • Coordinate scheduling and execution of the testing vendor and City • Provide on -site testing oversight and support of the test team • Establish an issue/defect tracking system, monitor defects/problems reported by the test team, facilitate assignment of problems for resolution, and ensure retest by the test team Deliverables: Test Plan (*.doc), Issue/Defect tracking system (SharePoint) Fee Structure CIS Project Management UtiliWorks will perform this SOW on a time -and -materials basis and invoice the City monthly for actual hours worked the previous month. Billing will occur based on the billing rates per resource. Estimated project hours are identified in the table below. Travel onsite to support this scope is estimated to be no more tha Estimated Hours by staff member: n City of Santa Ana 25D-350 Page 1 5 Title Task 1 - Contract Negotiation Don Rankin Sr. Associate Steve Nees Sr. Associate Bret Vonder Reith Sr. Associate Task 2- Data Exchange Oversight Parvathi Muralli Associate Steve Nees Sr. Associate Bret Vonder Reith Sr. Associate Task 3- Environment Configuration and Parvathi Muralli Associate Steve Nees Sr. Associate Bret Vonder Reith Sr. Associate Task 4 - Acceptance Testing Parvathi Muralli Associate Steve Nees Sr. Associate Bret Vonder Reith Sr. Associate Subtotal $58,720 Travel $1,000 $2,000 $2,000 $2,000 $1,000 $10,000 subtotal with Travel $68,720 Contingency(10%) $%,872 Total $75,592 Title Billing Rate Managing Director $ 295.00 Principal $ 260.00 Director $ 220.00 Senior Manager $ 220.00 Manager $ 220.00 Senior Associate $ 220.00 Associate $ 190.00 Analyst $ 160.00 Junior Analyst $ 115.00 Administrative $ 115.00 Any required State, City, or local government taxes, fees, or business licenses costs will be invoiced to City at actual cost incurred. Schedule The following timeframe of activities is tentative and contingent upon the assumptions and adequate participation of parties involved. k Name Start Date End D Task 1.1 -Contract Negotiation March 2020 March 2020 City of Santa Ana 25D-351 Page 1 6 March April Task 1.2 - Data Exchange Oversight 2020 2020 Task 1.3 - Environment Configuration and Data April May Validation 2020 2020 June August Task 1.4 - Acceptance Testing 2020 2020 City of Santa Ana 25D-352 Page 1 7 EXHIBIT 4 FIRST AMENDMENT TO AGREEMENT TOPROVIDE TEMPORARY STAFFING SERVICES THIS FIRST AMENDMENT TO AGREEMENT is made and entered into this 18th day of February, 2020, by and between Apple One Employment Services, An ActOne Group Company, ("Contractor"), and the City of Santa Ana, a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California ("City"). City and Contractor shall hereinafter collectively be referred to as "the Parties". RECITALS A. On June 5, 2018, the City entered into an agreement with Contractor to provide temporary staffing services for the City's employment needs. B. In undertaking the performance of this Agreement, Contractor has represented that it is knowledgeable in its field and that any services performed by Contractor under this Agreement will be performed in compliance with such standards as may reasonably be expected from a professional consulting firm in the field. C. The Parties wish to amend the maximum compensation under this Agreement from $400,000 to $750,000 per year. NOW THEREFORE, in consideration of the mutual and respective promises, and subject to the terms and conditions hereinafter set forth, the Parties agree to amend Section 1. "Compensation" as follows: // Section 2. COMPENSATION a. City neither warrants nor guarantees any minimum or maximum compensation to Contractor under this Agreement, Contractor shall be paid only for services performed under this Agreement at the rates and charges identified in Exhibit S. Contractor is one of three Contractors selected to provide temporary staffing services. The total compensation for Contractor, as one of the selected contractors, shall not exceed $750,000 peryear, including any extension periods as detailed in Section 3. b. Payment by City shall be made within 45 (forty-five) days following receipt of proper invoice evidencing work performed, subject to City accounting procedures. If there is any dispute regarding payment for work which fails to meet the standards of performance set forth in the Recitals which may reasonably be expected by City, this can be determined mutually by the Parties in a court of law. {Signatures on Following Page} 25D-353 IN WITNESS WHEREOF, the Parties hereto have executed this First Amendment to Agreement the date and year first above written. ATTEST: Daisy Gomez Clerk of the Council APPROVED AS TO FORM: SONIA R. CARVALHO City Attorney By: John nk Assis nt City Attorney RECOMMENDED FOR APPROVAL Stephen Pham Executive Director, Human Resources CITY OF SANTA ANA Kristine Ridge City Manager CONTRACTOR: APPLEONE: Michael l Chief Financial Officer Tax ID # q6-- ) i'8 py 65( 25D-354 EXHIBIT 5 STATE OF CALIFORNIA NATURAL RESOURCES AGENCY GRANT AGREEMENT GRANTEE NAME: City of Santa Ana PROJECT TITLE: City of Santa Ana Advanced Metering Infrastructure AUTHORITY: Senate Bill No. W Specified Funding FY 201812019 PROGRAM: General Fund Specified Grant Projects AGREEMENT NUMBER: GF1806-0 TERM OF LAND TENURE: 25 years from date of project completion as evidenced by Project Certification Form PROJECT PERFORMANCE PERIOD IS: 211Y2019 to 212812021 Under the terms and conRNons of this agreement. the applicant agrees 1e comDle/e'he prCicct as described in the project Wape get forth In Exhibit A and any aubseQuant amendments. a,o the slate of catifomia. acing through the Natural Rewumes Agency pursuant to Senate BIN No, s4a, even Io rung the Protect up to the total gran{ amount indicated PROJECT DESCRIPTION: See project description on page 1 and Exhibit A of the Agreement Total State Grant not to exceed $4,000,000.00 (or project cc" whichever is less) The Special and General Provisions attached are made a part of and Incorporated into the Agreement. CITY OF SANTA ANA STATE OF CALIFORNIA ( NATURAL RESOURCES AGENCY B 4111 . 3r B Nabil Saba Illulie Alvis True Water Resources Manager Tole DNxq Assistant Seicnstary Date 1 iolu I at Date CERTIFICATIAN tlF FumnlNn AMOUNT OF E$TRiATE FUNDING AGREEMENT NUMBER FUND $4,000,000.00 GFING.0 0001—General Fund ADJ. INCFtM NG ENCUMBRANCE FI$Cal PO Number $0.00 Sic TT ADJ. DECREASING ENCUMBRANCE FUNCTION $0.00 Local Assistance UNENGUMBEREO BALANCE FEFNUMBER FUND Ems` TM Wr ACCOUNT NUMBER ALT ACCOUNT soda 101 0001 2018 U32000 000000000 PROGRAM PGBU PROJECT ACTIVITY RPTG STRUCTUR€ BVG LPG AGENCY USE BUDGET PERIOD 0320 0840 ONOGIVISM 31819 08400001 31019 1 2018 I hereby certify upon my p al knowledge that budgeted funds are available for this '1 SIGNATURE OF ACCOUNTING OFFICelill 25D-355 Agreement No. GF1806-0 GRANT AGREEMENT State of California - The Natural Resources Agency Grantee Name: City of Santa Ana Project Title: City of Santa Ana Advanced Metering Infrastructure Agreement Number: GF1806-0 Authority. Senate Bill No. 840 Specified Funding FY 201812019 Program: General Fund Specified Grant Projects PROJECT DESCRIPTION City of Santa Ana's installation and implementation of an Advanced Metering Infrastructure (AMI) System providing real-time operational modeling information to track water customer demand and use. establishing a distribution leak detection system and providing water consumption data to allow approximately 1,000 customers and City to manage water consumption. This is Phase I of a larger project. A detailed project scope and activities. project schedule and project budget are described and attached hereto as Exhibit A. Grant Funds are to be used to support capital asset projects in accordance with the provisions contained in the Procedural Guide for General Fund Specified Grant Projects and this Agreement. TERMS AND CONDITIONS OF GRANT Special Provisions 1. Recipients of grant funds shall post signs acknowledging the source of the funds. Size, location and number of signs shall be approved by the State. 2. The Grantee may be required to record Deed Restrictions, incorporating by reference this Grant Agreement and giving public notice that the Grantee received funds under this agreement in order to assist Grantee in developing the real property and that, in consideration for the receipt of the grant funds, the Grantee has agreed to the terms of this agreement. General Provisions A. Definitions 1. The term "Act" means Assembly Bill No. 97. 2. The term "Acquisition' means obtaining a fee interest or any other interest, including easements, leases, and development rights. 3. The term "Agreement" means this Grant Agreement 25D-356 Agreement No. GF1806-0 4. The term "Application" means the individual application form. its required attachments for grants pursuant to the enabling legislation and/or program and any applicable materials supplied by applicant to the California Natural Resources Agency prior to award. 5. The term "Application Guidelines' means the Procedural Guide for General Fund Specified Grant Projects. 6. The term "Development" means improvement, rehabilitation, restoration, enhancement, preservation, protection and interpretation or other similar activities. 7. The term "Fair Market Value" means the value placed upon the property as supported by an appraisal that has been reviewed and approved by the California Department of General Services (DGS). 8. The term "Grant" or "Grant Funds" means the money provided by the State to the Grantee in this agreement. 9.. The term "Grant Agreement" means a contractual arrangement between the State and Grantee specifying the payment of funds by the State for the performance of specific project objectives within a specific project performance period by the Grantee. 10. The term "Grantee" means an applicant who has a signed agreement for grant funds. 11. The tern "Interpretation" means visitor -serving amenities that communicate the significance and value of natural, historical and cultural resources to a manner that increases the understanding and enjoyment of these resources, or other similar activities. 12. The term "Other Sources of Funds" means cash or in -kind contributions that are required or used to complete the project beyond the grant funds provided by this Agreement. 13. The term "Payment Request Form" means Form RA212. 14. The term "Project" means the acquisition of development activity described in the application as modified by Exhibit A to be accomplished with grant funds. 15. The term "Project Budget" means the State approved cost estimate included as Exhibit A to this Agreement. 16. The term "Project Scope' means the description or activity for work to be accomplished by the project. 17, The term "State" means the Secretary for California Natural Resources or his/her representatives, or other political subdivision of the State. B. Project Execution 1. Subject to the availability of funds in the Act, the State hereby grants to the Grantee a sum of money (Grant Funds) not to exceed the amount stated on the signature page in consideration of and on condition that the sum be expended in carrying out the purposes as set forth in the description of project in this Agreement and its attachments and under the Terms and Conditions set forth in this agreement. 2. Grantee shall furnish any and all additional funds that may be necessary to complete the project. 25D-357 Agreement No, GF1806-0 3. Grantee shall complete the project in accordance with the Project Performance Period set forth on the signature page. unless an extension has been formally granted by the State and under the Terms and Conditions of this agreement. Extensions may be requested in advance and will be considered by State, at its sole discretion, in the event of circumstances beyond the control of the Grantee, but in no event beyond May 1. 2024. 4. Grantee shall at all times ensure that project complies with the California Environmental Quality Act (CEQA) (Public Resources Code, Division 13, commencing with section 21000, et. seq., Cal Code Regs tit. 14, section 15000 et. seq.) and all other environmental laws, including but not limited to obtaining all necessary permits. Grant funds will not be disbursed before the close of the period for legal challenge under CEQA. Grant funds for planning and document preparation may be available sooner it included in the grant project scope (Exhibit A) and approved by the State. CEQA compliance shall be completed within one (1) year from the Grant Agreement start date, unless an extension is granted by the State. Changes to the scope resulting from CEQA compliance are permitted provided the State determines that the project continues to meet all objectives of the General Fund Specified Grant Project and is consistent with the intent cited in the original Application. If a grantee's project is disapproved on grounds related to the California Natural Resource Agency's CEQA determination, the grantee shall have the option of either. (1) reimbursing the Natural Resources Agency for all state -reimbursed preliminary costs (e.g . planning, design. etc.), or (2) relinquishing any planningldesign documents, including all copies, reproductions, and variations resulting from said funding, without a license to use or otherwise retain in any form- 5. Projects must comply with any applicable laws pertaining to prevailing wage and labor compliance. 6. Grantee certifies that the project does and will continue to comply with all current laws and regulations which apply to the project, including, but not limited to, legal requirements for construction contracts, building codes, environmental laws, health and safety codes, and disabled access laws. Grantee certifies that, prior to commencement of construction, all applicable permits and licenses (e.g., state contractor's license) will have been obtained. Grantee shall provide access by the State upon 24-hours' notice to determine if project work is in accordance with the approved project scope, including a final inspection upon project completion. Prior to the commencement of any work. Grantee agrees to submit in writing to the State for prior approval any deviation from the original project scope per Exhibit A and the application. Changes in project scope roust continue to meet the need cited in the original application or they will not be approved. Any modification or alteration in the project as set forth in the application on file with the State must be submitted to the State for approval. Any modification or alteration in the project must also comply with all current laws and regulations, including but not limited to CEQA. g. Grantee shall provide for public access and/or educational features where feasible. 10. Grantee must have (1) fee title, (2) leasehold. or (3) other interest to project lands and demonstrate to the satisfaction of the State that the proposed project will provide public 25D-358 Agreement No. GF1806-0 benefits that are commensurate with the type and duration of the interest in land. Any acquisition of project lands by Grantee following award shall not involve eminent domain proceedings or threat of eminent domain proceedings. 11. Grantee shall promptly provide photographs of the site during and after implementation of project at the request of the State. C. Project Costs 1. Grant funds provided to Grantee under this agreement will be disbursed for eligible costs, on a reimbursement basis. Requests for advance funds are allowable on a case by case basis, at the State's discretion. Payments are made as follows, but shall not exceed in any event the amount set forth on the signature page of this agreement: a. Grantee agrees to use any Grant Funds advanced by the State under the terms of this Agreement solely for the Project herein described. b. Approved direct management costs or construction and development costs. Up to ten percent (10%) of the reimbursement amount will be held back and issued as a final payment upon completion of the project. c. If Grant Funds are advanced, the Grantee shall place these Funds in a separate interest -bearing account, setting up and identifying such account prior to the advance. Interest earned on Grant Funds shall be used on the Project, as approved by the State. Any overpayment of Grant funds in excess of final project costs shall be returned to the State within sixty (60) days of completion of the Project or the end of the Project performance period as shown on the signature page, whichever is earlier. d Remaining grant funds shall be paid up to the total amount of the grant funds or the actual project cost, whichever is less, upon completion of the project, receipt of a detailed summary of project costs from the Grantee found to be satisfactory by the State, and the satisfactory completion of a site inspection by the State. 2, Payment Documentafion: All payment requests must be submitted using a completed Payment Request Form. This form must be accompanied by an itemized list of all expenditures that clearly documents the check numbers. dates, recipients, line-Atem description as described in the project budget approved by the State and amounts. Each payment request must also include proof of payment such as receipts, paid invoices, canceled checks or other forms of documentation demonstrating payment has been made. b. Any payment request that is submitted without the required itemization and documentation will not be authorized. If the payment request package is incomplete, inadequate or inaccurate, the State will inform the Grantee and hold the payment request until all required information is received or corrected. Any penalties imposed on the Grantee by a contractor. or other consequence, because of delays in payment will be paid by the Grantee and is not reimbursable under this agreement 3. Grant funds in this award have a limited period in which they must be expended. Grantee expenditures funded by the State must occur within the time frame of the Project Performance Period as indicated in this agreement. 25D-359 Agreement No. GF180M 4, The State reserves the right to request reimbursement of any funds spent on the project, even funds deemed eligible costs, if the project is not completed in accordance with the Grant Agreement and the guidelines Except as otherwise provided herein, the Grantee shall expend grant funds in the manner described in the Exhibit A approved by the State. The total dollars of a category in the project budget may be increased by up to ten percent {10%) through a reallocation of funds from another category, without approval by the State. However, the Grantee shall notify the State in writing when any such reallocation is made, and shall identify both the item(s) being increased and those being decreased. Any cumulative increase or decrease of more than ten percent (10%) from the original budget in the amount of a category must be approved by the State. In any event, the total amount of the grant funds may not be increased, nor may any adjustments exceed the limits for management costs as described in the Application Guidelines. Q. Project Administration 1. Grantee shall promptly provide project reports and/or photographs upon request by the State. In any event Grantee shall provide the State a report showing total final project expenditures with the final payment request and required closing documents. 2. Grantee shall make property and facilities acquired or developed pursuant to this agreement available for inspection upon request by the State. 3. Grantee shall use any income earned by the Grantee from use of the project to further project purposes, or, if approved by the State, for related purposes within the jurisdiction. 4. Grantee shall submit all documentation for project completion, including a notice of completion as applicable and final reimbursement within ninety (90) days of project oompfetion, but in no event any later than May 1. 2024. 5. Final payment is contingent upon State verification that project is consistent with project scope as described in Exhibit A, together with any State approved amendments. B. This agreement may be amended by mutual agreement in writing between Grantee and State. Any request by the Grantee for amendments most be in writing stating the amendment request and reason for the request. The Grantee shall make requests in a timely manner and in no event less than sixty (60) days before the effective date of the proposed amendment. 7. Grantee must report to the State all souroes of other funds for the project. E. Project Termination 1. The State reserves the right to terminate a Grant Agreement for any reason at any time. There are no vested rights or entitlements to funding that a Grantee can or should rely upon, and once a notice of termination Is provided to the Applicant, only authorized and eligible work prior to that notification of termination will be paid by the State- 2 Prior to the completion of project construction, either party may terminate this agreement by providing the other party with thirty (30) days' written notice of such termination, The State may also terminate this Grant Agreement for any reason at any time if it learns of or otherwise discovers that there is a violation of any state or federal law or policy by 2tV-;360 Agreement No. GF1806-0 Grantee which affects performance of this or any other grant agreement or contract entered into with the State. If the State terminates without cause the agreement prior to the end of the Project Performance Period, the Grantee shall take all reasonable measures to prevent further costs to the State under this agreement. The State shall be responsible for any reasonable and non -cancelable obligations incurred by the Grantee in the performance of the agreement prior to the date of the notice to terminate, but only up to the undisbursed balance of funding authorized in this agreement. 4. If the Grantee fails to complete the project in accordance with this agreement, or falls to fulfill any other obligations of this agreement prior to the termination date, the Grantee shall be liable for immediate repayment to the State of all amounts disbursed by the State under this agreement, plus accrued interest and any further costs related to the project. The State may, at its sole discretion, consider extenuating circumstances and not require repayment for work partially completed provided that the State determines it is in the State's best interest to do so. This paragraph shall not be deemed to limit any other remedies available to the State for breach of this agreement. 5. Failure by the Grantee to comply with the terms of this agreement or any other agreement under the Act may be cause for suspension of all obligations of the State hereunder. S. Failure of the Grantee to comply with the terms of this agreement shall not be cause for suspending all obligations of the State hereunder if, in the judgment of the State, such failure was due to no fault of the Grantee. At the discretion of the State, any amount required to settle at minimum cost any irrevocable obligations properly incurred shall be eligible for reimbursement under this agreement. Because the benefit to be derived by the State, from the full compliance by the Grantee with the terms of this agreement, is the for the purposes as stated in the application for the people of the State of California, and because such benefit exceeds to an immeasurable and unascertainable extent time amount of money fumished by the State by way of grant funds under the provisions of this agreement, the Grantee agrees that payment by the Grantee to the State of an amount equal to the amount of the grant funds disbursed under this agreement by the State would be inadequate compensation to the State for any breach by the Grantee of this agreement. The Grantee further agrees therefore, that the appropriate remedy in the event of a breach by the Grantee of this agreement shall be the specific performance of this agreement, unless otherwise agreed to by the State. F. Hold Harmless 1. Grantee shall waive all claims and recourses against the State, including the right to contribution for loss or damage to persons or property arising from, growing out of or in any way connected with or incident to this agreement, except claims arising from the gross negligence of State, its officers, agents and employees. 2. Grantee shall indemnify, hold harmless and defend State, its officers, agents and employees in perpetuity against any and all claims, demands, damages, costs, expenses or liability costs arising out of the project, including development, construction, operation or maintenance of the property described in the project description which claims, demands or causes of action arise under Government Code Section 895.2 or otherwise, including but not limited to items to which the Grantee has certified, except for liability arising out of the gross negligence of State, its officers, agents or employees. Grantee acknowledges that it is solely responsible for compliance with items to which it has certified. 25D-361 Agreement No. GF1808-0 3. Grantee and State agree that in the event of judgment entered against the State and Grantee because of the gross negligence of the State and Grantee, their officers. agents or employees, an apportionment of liability to pay such judgment shall be made by a court of competent jurisdiction. Neither party shall request ajury apportionment. G. Financial Records 1. Grantee shall maintain satisfactory financial accounts, documents and records for the project and to make them available to the State for auditing at reasonable times. Grantee shall also retain such financial accounts, documents and records for three (3) years after final payment and one (1) year following an audit. 2. Grantee agrees that during regular office hours, the State and its duly authorized representatives shall have the right to inspect and make copies of any books, records or reports of the Grantee pertaining to this agreement or matters related thereto. Grantee shall maintain and make available for inspection by the State accurate records of all of its costs, disbursements and receipts with respect to its activities under this agreement. 3. Grantee shall use applicable Generally Accepted Accounting Principles, unless otherwise agreed to by the State. H. Use of Facilities The real property (including any portion of it or any interest in it) may not be sold or transferred without the written approval of the State of California, acting through the Natural Resources Agency, or its successor, provided that such approval shall not be unreasonably withheld as long as the purposes for which the grant was awarded are maintained. Grantee shall maintain, operate and use the project in fulfillment of the purpose funded pursuant to this grant for a minimum of 2S YEARS, consistent with the Land TenurelSite Control requirements included in the Application Guidelines. The Grantee, or the Grantee's successor in interest in the property, may assign without novation the responsibility to maintain and operate the property in accordance with this requirement only with the written approval of the State. Grantee may be excused from its obligations for operation and maintenance of the project site only upon the written approval of the State for good cause. "Good cause" includes, but is not limited to, natural disasters that destroy the project improvements and render the project obsolete or impracticable to rebuild 3. Grantee shall use the property for the purposes for which the grant was made and shall make no other use or sale or other disposition of the property. This agreement shall not prevent the transfer of the property from the Grantee to a Public Agency, if the successor public agency assumes the obligations imposed by this agreement. 4. If the use of the property is changed to a use that is not permitted by the agreement. or if the property is sold or otherwise disposed of, at the State's sole discretion, an amount equal to (1) the amount of the Grant (2) the Fair Market Value of the real property, or (3) the proceeds from the sale or other disposition, whichever is greater, may be reimbursed to the State. If the property sold or otherwise disposed of is less than the entire interest in the property funded in the Grant, an amount equal to either the proceeds from the sale or other disposition of the interest or the Fair Market Value of the interest sold or otherwise disposed of, whichever is greater, shall be reimbursed to the State. 5. The Grantee shall not use or allow the use of any portion of the real property for mitigation without the written permission of the State. 26U-'362 Agreement No. GF1806-0 6 The Grantee shall not use or allow the use of any portion of the real property as security for any debt. I. Nondiscrimination During the performance of this grant, grantee and its subcontractors shall not unlawfully discriminate, harass or allow harassment, against any person because of sex, sexual orientation, race, color, religious creed, marital status, denial of family and medical care leave, ancestry, national origin, medical condition (cancerlgenetrc characteristics), age (40 and above), disability (mental and physical) including HIV and AIDS, denial of pregnancy disability leave or reasonable accommodation. Grantee and subcontractors shall ensure that the evaluation and treatment of all persons, and particularly their employees and applicants for employment are free from such discrimination and harassment. Grantee and its subcontractors shall comply with the provisions of the Fair Employment and Housing Act (Gov. Code, §12900 et seq.) and the applicable regulations promulgated thereunder (Cal. Code Regs, tit. 2, §7285.0 et W.). The applicable regulations of the Fair Employment and Housing Commission implementing Government Code. §12990 (aHf), are incorporated into this grant by reference and made a part hereof as if set forth in full (Cal. Code Regs, tit. 2, §7285.0 at seq.). Grantee shall include this non-discrimination and compliance provisions of this clause in all subcontracts to perform wcrk under the grant. 2. The Grantee shall not discriminate against any person on the basis of residence except to the extent that reasonable d0erenoe in admission or other fees may be maintained on the basis of residence and pursuant to law. The completed project and all related facilities shall be open to members of the public generally, except as noted under the special provisions of this agreement or under provisions of the Act. J, Application Incorporation The Grant Guidelines and the Application and any subsequent changes or additions to the Application approved in writing by the State are hereby incorporated by reference into this agreement as though set forth in full in this agreement. K Severability If any provision of this agreement or the application thereof is held invalid, that invalidity shall not affect other provisions or applications of this agreement which can be given effect without the invalid provision or application, and to this end the provisions of this agreement are severable. L Waiver No term or provision hereof will be considered waived by either party, and no breach excused by either party, unless such waiver or consent is in writing and signed on behalf of the party against whom the waiver Is asserted. No consent by either party to, or waiver of, a breach by either party, whether expressed or implied, will constitute consent to. waiver of or excuse of any other. different or subsequent breach by either party- M. Assignment Except as expressly provided otherwise. this agreement is not assignable by the Grantee either in whole or in part. 25D-363 Agreement No GF1806-0 N. Disputes 11 the Grantee believes that there is a dispute or grievance between Grantee and the State arising out of or relating to this agreement, the Grantee shall first discuss and attempt to resolve the issue informally with the Agency Grants Administrator, If the issue cannot be resolved at this level, the Grantee shall follow the following procedures! If the issue cannot be resolved informally with the Agency Grants Administrator, the Grantee shall submit, in writing, a grievance report together with any evidence to the Deputy Assistant Secretary for Bonds and Grants for the California Natural Resources Agency. The grievance report must state the issues in the dispute, the legal authority, or other basis for the Grantee's position and the remedy sought. Within ten (10) working days of receipt of the written grievance report from the Grantee, the Deputy Assistant Secretary shall make a determination on the issue(s) and shall respond in writing to the Grantee indicating the decision and reasons therefore. Should the Grantee disagree with the Deputy Assistant Secretary's decision, the Grantee may appeal to the Assistant Secretary for Administration and Finance for the Natural Resources Agency. 2. The Grantee must submit a letter of appeal to the Assistant Secretary explaining why the Deputy Assistant Secretary's decision is unacceptable, The letter must include, as an attachment, copies of the Grantee's original grievance report, evidence originally submitted, and response from the Deputy Assistant Secretary. The Grantee's letter of appeal must be submitted within ten (10) working days of the receipt of the Deputy Assistant Secretary's written decision. The Assistant Secretary or designee shall. within twenty (20) working days of receipt of Grantee's letter of appeal, review the Issues raised and shall render a written decision to the Grantee The decision of the Assistant Secretary or designee shall be final. 0. Audit Requirements Grant projects are subject to audit by the State annually and for three (3) years following the final payment of grant funds- The audit shall include all books. papers, accounts, documents, or other records of the Grantee, as they relate to the project for which the grant funds were granted. 20 264 EXHIBIT A STATE OF CALIFORNIA NATURAL RESOURCES AGENCY GRANT AGREEMENT General Fund Speci led Grant Projects Grantee Name: City of Santa Ana Project Title: City of Santa Ana Advanced Metering. Infrastructure Agreement Number; GF1806-0 Project Scope: City of Santa Ana's installation and implementation of an Advanced Metering Infrastructure (AMI) System providing real-time operational modeling information to track water customer demand and use; establishing a distribution leak detection system and providing water consumption data to ailew individuals to manage their water consumption, This is Phase I of a larger project. Elements funded by General Fund grant include the following: • Planning for AMI project deployment and implementation • Procuring AMI system including developing system specifications and bid documents • Installing at least one funder acknowledgement sign • Installing approximately 4,000 of AMI meters to primarily high -use customers • Retrofitting and updating meter boxes and structures as needed to allow for AMI signal transmission • Installing approximately 4,000 of AMI Radios Installing AMI data collection infrastructure dependent on system selected + Installing approximately 10 AMI Towers + n*grating software, data and related information technology acdvit{es and improvements + Installing software and systems integration (AMI Head -in System, HES and Meter Data Management System, MOMS), Specific HES and MOMS Software makelmodel will be specific to the AM] system selected (to be determined). • Deploying interactive customer portal to all users to monitor and track individual water usage • Training staff to use and inspect AMI system Project Schedule: Activl DescripWn Timeline Preliminary work on the project- Contract with an AMI Project Manager February -April 2019 Development of Implementation Plan and bid documents to purchase AMI Tea nology and Software February -May 2019 Environmental Review (GEQA) City of Santa Ana- submit CEQA Document to the State Already completed via NOE submittal Public Works Encroachment Permit for Installation of AMI Collector TowersApril-May 2019 Award Contract for Meter Installation (Phase 1) and Software Development June 2019 Provide construction stakin mobilization as reouired June -July 2019 Review and approve shop drawings for materials required to construct the prcject July -August 2019 Submit final site designiplans/specificabons to State September 2019 Purchase equipment, conduct installation, train staff, inspect Installation October 2019-Februa -2020 Submit evidence of bond acknowled ement s' n Februa 2020 Submit Project Closeout package with final Payment Request to State A nl 2020 Coat Estimate: See Exhibit At 25D-365 Exhibit A-1: Cost Estlmate City Of Santa Ana City of Santa Ana Advance Metering Infrastructure GF1a0frU Project Elements Total Project Costs General Fund Grans NON -CONSTRUCTION COSTS Direct Project Management & Administration Staff Time (direct costs only) $150,000 $150,000 Develop Implementation Plan and Bid Documents $250,000 $250,000 SUB -TOW Aforr-Construction Costs (not to exceed 25% of the grant) $400,000 $400,000 CONMUCTION COSTS Fund'er Acknowledgement Sign and Installation $920 $920 Installation of AM Meters $1,250,000 $1.250.000 Installation of AM Radios $750,000 $750.000 Installation of AMI Tourers $500,000 $500.000. Software and Systems Integration and Training (AMI Head -in System, HES and Meter Data Management System, MOMS). Specific HIES and MOMS software makelmodel will be speck to the AMP system selected (to be determined). $750,000 $750,000 SUB- TOTAL Construction Costs $3,250,920 $3,250,920 ContFngeney inert to exceed 10% of grant) $349,080 $349.080 PROJECT GRAND TOTAL $4,000,000 $4,000.000 'Only direct project management costs are eligible', no overheardrndirect casts are raimbursabie. In-sernca payroll may not include a "billable rate" or administrative cost allocation. "All invoices and receipts for all project expenditures from all funding sources will be retained and made available in @le event of any future State Audits. 25D-366