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Milsoft Ukiah 2021-06-11
COU #2021-207 AGREEMENT FOR UTILITY BILLING CUSTOMER INFORMATION SYSTEM This Agreement, made and entered into this 11th day of—June , 2021 ("Effective Date"), by and between CITY OF UKIAH, CALIFORNIA, hereinafter referred to as"City"and Milsoft Utility Solutions, a corporation, organized and in good standing under the laws of the state of Texas, hereinafter referred to as "Vendor". RECITALS This Agreement is predicated on the following facts: a. City requires vendor products and services related to providing a Utility Billing Customer Information System (CIS). b. Vendor represents that it has the qualifications, skills, experience and properly licensed to provide these services, and is willing to provide them according to the terms of this Agreement. C. City and Vendor agree upon the Scope-of-Work and Work Schedule attached hereto as Attachment"A", describing contract provisions for the project and setting forth the completion dates for the various services to be provided pursuant to this Agreement. d. City and Vendor agree that the 13"' day of July, 2021, is the mutually agreed upon date for the start of the project("Project Initiation date"). TERMS OF AGREEMENT 1.0 DESCRIPTION OF PROJECT 1.1 The Project is described in detail in the attached Scope-of-Work(Attachment"A"). 1.2 The functionality of the CIS software provided by Vendor for the Project shall be as described in their Proposal, provided as Attachment "B", and that proposal shall be a part of the terms and conditions of this agreement. 2.0 SCOPE OF SERVICES 2.1 As set forth in Attachment "A". 2.2. Additional Services. Additional services, if any, shall only proceed upon written agreement between City and Vendor. The written Agreement shall be in the form of an Amendment to this Agreement. 3.0 CONDUCT OF WORK 3.1 Term of Agreement. Vendor shall commence performance of services as required by the Scope-of-Work upon receipt of a Notice to Proceed from City. The term of this agreement is for five (5) years, starting from the Project Initiation Date. Vendor shall complete the work to Wt il4y Bill ing.C nsi uuw I ri(OnTaLton spt= PAGE I OF 14 COU #2021-207 the City's reasonable satisfaction, even if contract disputes arise or Vendor contends it is entitled to further compensation. Automatic one (1) year subscription renewals after initial term, unless/until canceled by notice given in writing before the next contract year. Upon termination of City's subscription for Vendor's Services, Vendor shall make City Data accessible and useable by City for Utility customer billing purposes, including the use of alternative software. 4.0 COMPENSATION FOR SERVICES 4.1 Basis far Compensation_. For the performance of these services of this Agreement, Vendor shall be compensated on a fixed fee basis not to exceed a guaranteed maximum dollar amount of $264,700. Milestone payments for work performed by the Vendor and accepted by the City are set forth in the attached Attachment"C". Vendor shall complete the Scope of Work for the not-to-exceed guaranteed maximum, even if actual time and expenses exceed that amount. The fixed price for the Implementation Phase is $104,700, and includes use of the software and support far one(1) year from the Project Initiation Date. The batance of the fixed price fee, $160,000, comprised of subscription and support fees, will be paid over a period of 48 months at the rate of $3,333,33 per month, starting at twelve (12) months after the Project Initiation Date. Milestone payments for the Implementation Phase work performed by the Vendor and accepted by the City, and for the monthly payments thereafter, are set forth in Attachment"C"of this agreement. Renewal pricing may be subject to changer capped at a 10% annual increase. 4.2 Changes. Should changes in compensation be required because of changes to the Scope- of-Work of this Agreement, the parties shall agree in writing to any changes in compensation. "Changes to the Scope-of-Work" means different activities than those described in Attachment"A"and not additional time to complete those activities than the parties anticipated on the date they entered this Agreement. 4.3 Sub-contractor Payment. The use of sub-contractors or other services to perform a portion of the work of this Agreement shall be approved by City prior to commencement of work. The cost of sub-contractors shall be included within guaranteed not-to-exceed amount set forth in Section 4.1. 4.4 Terms of Payment. Payment to Vendor for products and services rendered in accordance with this contract shall be based upon submission of detailed invoices for the work satisfactorily performed to complete each milestone outlined in Attachment "C", which amounts shall be due and payable thirty (30) days after receipt by City. The invoices shall provide a description of each item of work performed, the milestone the work was performed to achieve, and the fees charged for achievement of that milestone in accordance with the payment structure by milestone outlined in Attachment-C". Invoices shall be accompanied by documentation sufficient to enable City to determine that the milestone has been achieved. 5.0 ASSURANCES OF VENDOR 5.1 Independent Contractor. Vendor is an independent contractor and is solely responsible for its acts or omissions. Vendor(including its agents, servants, and employees) is not the City's agent, employee, or representative for any purpose. 110 Y Billing C'kuwncr Infra rrrw inn SYs cm PAGE=OF 14 CCU #2021-207 It is the express intention of the parties hereto that Vendor is an independent contractor and not an employee, joint venturer, or partner of City for any purpose whatsoever. City shall have no right to, and shall not control the manner or prescribe the method of accomplishing those services contracted to and performed by Vendor under this Agreement, and the general public and all governmental agencies regulating such activity shall be so informed. Those provisions of this Agreement that reserve ultimate authority in City have been inserted solely to achieve compliance with federal and state laws, rules, regulations, and interpretations thereof. No such provisions and no other provisions of this Agreement shall be interpreted or construed as creating or establishing the relationship of employer and employee between Vendor and City. Vendor shall pay all estimated and actual federal and state income and self-employment taxes that are due the state and federal government and shall furnish and pay worker's compensation insurance, unemployment insurance and any other benefits required by law for himself and his employees. if any. Vendor agrees to indemnify and hold City and its officers, agents and employees harmless from and against any claims or demands by federal, state or local government agencies for any such taxes or benefits due but not paid by Vendor, including the legal costs associated with defending against any audit, claim, demand or law suit. Vendor warrants and represents that it is a properly licensed professional or professional organization with a substantial investment in its business and that it maintains its own offices and staff which it will use in performing under this Agreement. 5.2 Conflict of Interest. Vendor understands that its professional responsibility is solely to City. Vendor has no interest and will not acquire any direct or indirect interest that would conflict with its performance of the Agreement. Vendor shall not in the performance of this Agreement employ a person having such an interest. If the City Manager determines that the Vendor has a disclosure obligation under the City's local conflict of interest code, the Vendor shall file the required disclosure form with the City Clerk within 10 days of being notified of the City Manager's determination. &0 INDEMNIFICATION 6.1 Insurance Liability. Without limiting Vendor's obligations arising under Paragraph 6.2 Vendor shall not begin work under this Agreement until it procures and maintains for the full period of time allowed by law, surviving the termination of this Agreement insurance against claims for injuries to persons or damages to property, which may arise from or in connection with its performance under this Agreement. A. Minimum Scope of Insurance Coverage shall be at least as broad as: 1, Insurance Services Office("ISO) Commercial General Liability Coverage Form No. CG 20 10 10 01 and Commercial General Liability Coverage—Completed Operations Form No. CG 20 37 10 01. GlIIgl BIIin1m Ci lst nnffi&to 115 m13L k+n SMtrn, PACL?01=14 COU #2021-207 2. ISO Form No. CA 0001 (Ed. 1187) covering Automobile Liability; Code 1 "any auto" or Code 8, 9 if no owned autos and endorsement CA 0025, 3, Worker's Compensation Insurance as required by the Labor Code of the State of California and Employers Liability Insurance. 4. Professional liability insurance appropriate to the Vendor's work 8. Minimum Limits of Insurance Vendor shall maintain limits no less than: 1. General Liability; $1,000,000 combined single limit per occurrence for bodily injury, personal injury and property damage including operations, products and completed operations. If Commercial General Liability Insurance or other form with a general aggregate limit is used, the general aggregate limit shall apply separately to the work performed under this Agreement, or the aggregate limit shall be twice the prescribed per occurrence limit. 2. Automobile Liability: $1,000,000 combined single limit per accident for bodily injury and property damage. 1 Worker's Compensation and Employers Liability: Workers compensation limits as required by the Labor Code of the State of California and Employers Liability limits of $1.000,000 per accident. 4. Professional (Errors and Omissions) liability: $1,000,000 per occurrence. C. Deductibles and Self-Insured Retentions Any deductibles or self-insured retentions must be declared to and approved by the City. At the option of the City, either the insurer shall reduce or eliminate such deductibles or self-insured retentions as respects to the City, its officers, officials, employees and volunteers; or the Vendor shall procure a bond guaranteeing payment of losses and related investigations. claim administration and defense expenses. D. Other Insurance Provisions The policies are to contain, or be endorsed to contain, the following provisions: 1. General Liability and Automobile Liability Coverages a. The City, it officers, officials, employees and volunteers are to be covered as additional insureds as respects, liability arising out of activities performed by or on behalf of the Vendor, products and completed operations of the Vendor, premises owned, occupied or used by the Vendor, or automobiles owned, hired or borrowed by the Vendor for the full period of time allowed by law, surviving the termination of this Agreement. The coverage shall contain no special PMA4Ill W Cou #2021-207 limitations on the scope-of-protection afforded to the City, Its officers, officials, employees or volunteers. b. The Vendor's insurance coverage shall be primary insurance as respects to the City, its officers, officials, employees and volunteers. Any insurance or self-insurance maintained by the City, its officers, officials, employees or volunteers shall be in excess of the Vendor's insurance and shall not contribute with it. C. Any failure to comply with reporting provisions of the policies shall not affect coverage provided to the City, its officers, officials, employees or volunteers. d. The Vendor's insurance shall apply separately to each insured against whom claim is made or suit is brought, except with respect to the limits of the insurer's liability. 2. Worker's Compensation and Emrnlovers Liability Coverage The insurer shall agree to waive all rights of subrogation against the City, its officers, officials, employees and volunteers for losses arising from Vendor's performance of the wont, pursuant to this Agreement. 3. Professional Liability Coverage If written on a claims-made basis, the retroactivity date shall be the effective date of this Agreement. The policy period shall extend one year from final approved invoice. 4. All Coverages Each Insurance policy required by this clause shall be endorsed to state that coverage shall not be suspended,voided, canceled by either party, reduced in coverage or in limits except after thirty(30)days prior written notice by certified mail, return receipt requested, has been given to the City. E. Acceptability of Insurers Insurance is to be placed with admitted California insurers with an A.M. Best's rating of no less than A-for financial strength, AA for long-term credit rating and AMB-1 for short-term credit rating. F. Verification of Coverage Vendor shall furnish the City with Certificates of Insurance and with original Endorsements effecting coverage required by this Agreement. The Certificates and Endorsements for each insurance policy are to be signed by a person authorized by that insurer to bind coverage on its behalf. The Certificates and Endorsements are to UiIky$il ling Cuss Um In fOMMOn 5.F%CM PAGk S OF 14 COU #2021-207 be on forms provided or approved by the City. Where by statute, the City's Workers' Compensation - related forms cannot be used, equivalent forms approved by the Insurance Commissioner are to be substituted. All Certificates and Endorsements are to be received and approved by the City before Vendor begins the worst of this Agreement. The City reserves the right to require complete, certified copies of all required insurance policies, at any time. If Vendor fails to provide the coverages required herein, the City shall have the right, but not the obligation, to purchase any or all of them. In that event,the cost of insurance becomes part of the compensation due the Vendor after notice to Vendor that City has paid the premium. G. Subcontractors Vendor shall include all subcontractors as insured under its policies or shall furnish separate certificates and endorsements for each sub-contractor. All coverage for subcontractors shall be subject to all insurance requirements set forth in this Paragraph 6.1. 6.2 Indemnification. Notwithstanding the foregoing insurance requirements, and in addition thereto, Vendor agrees, for the full period of time allowed by law, surviving the termination of this Agreement, to indemnify the City for any claim, cost or liability that arises out of, or pertains to, or relates to any negligent act or omission or the willful misconduct of Vendor in the performance of services under this contract by Vendor, but this indemnity does not apply to liability for damages for death or bodily injury to persons, injury to property, or other loss, arising from the sole negligence, willful misconduct or defects in design by the City,or arising from the active negligence of the City. "Indemnify," as used herein includes the expenses of defending against a claim and the payment of any settlement or judgment arising out of the claim. Defense costs include all costs associated with defending the claim, including, but not limited to,the fees of attorneys, investigators, consultants, experts and expert witnesses, and litigation expenses. References in this paragraph to City or Vendor, include their officers, employees, agents, and sub-contractors. 7.0 DATA SECURITY. 7.1 Except as otherwise provided in Section 10.3: Ownership and Use of City Data. "City Data" means(i)data and information regarding the activities of the business of the City and provided to, or collected or generated by Vendor in connection with providing products and the performance of the Services under the Agreement, and (ii)data and information accessed, processed or stored by Vendor as part of the Products and Services. As between the parties, City Data shall be and remain the property of the City. Vendor shall use City Data solely to perform Vendor's obligations under the Agreement. Except as expressly permitted in the Agreement, Vendor shall not sell, assign, lease, disseminate, or otherwise dispose of City Data or any part thereof to any other person, and Vendor shall not commercially Ut ih*Blitng Cud amen I iilo nmv inn S ysY rm PAGE 6 OF 14 COU #2021-207 exploit any part of City Data. Vendor shall not allow its employees, agents, or subcontractors to do any of the foregoing and shall take reasonable measures to prevent such misuse, Ownership and Use of Vendor Data. "Vendor Data" means (i) data and information regarding the intellectual property, trade secrets, confidential information, and non- public activities of the business of the Vendor only accessible by City in connection with utilizing products and receiving the Services under the Agreement, and (ii) data and information accessed, processed or stored by City as part of the Products and Services. As between the parties, Vendor Data shall be and remain the property of the Vendor. City shall not sell, assign, lease, disseminate, or otherwise dispose of Vendor Data or any part thereof to any other person, and City shall not commercially exploit any part of Vendor Data. City shall not allow its employees, agents, or subcontractors to do any of the foregoing and shall take reasonable measures to prevent such misuse. 7.2 Use of Personal Data. "Personal Data" means any information that specifically identifies any consumer, customer or employee of either Party or living or dead individual person, including any personally-identifiable information or any information that could be associated with such individual, such as drivers' license numbers, account numbers and addresses.Vendor and City will each exercise all due care with respect to Personal Data and the collection, handling, delivery, processing and transmission thereof, including, with respect to confidentiality, security and any consent or authorization necessary to use such information as required to provide or utilize the Products and perform or receive the Services. 7.3 Treatment in Accordance with Data Laws.Vendor and City will each treat all Personal Data in accordance with all federal and California citable court decisions, statutes, duly promulgated federal and California regulations, policies and administrative determination and decisions and provisions of the United States and California Constitutions and international treaties and conventions to which the United States is party and which have been implemented in the United States ("Applicable Laws"), including privacy laws and other laws as may be applicable to the use, unauthorized access to, confidentiality of and security of Personal Data, and procedures relating to the foregoing, including the international transfer of Personal Data (collectively "Data Laws"). 7.4 Disclosure of Personal Data. Vendor and City shall not rent, sell, disclose, transfer, store, retain or use any Personal Data except as necessary and proper to provide or utilize the Product and perform or receive the Services. Vendor or City will disclose Personal Data only to its employees, officers, agents and any third parties who have a need to know such Personal Data as is necessary for providing or utilizing the Product and performance or receipt of the Services and for no other reasons, and further provided that (i) Vendor or City informs such recipients of Personal Data of their obligations with respect to such Personal Data, (ii)such disclosure is in properly secured or encrypted formats, as may be applicable given the nature of the transmission, disclosure and Personal Data at issue, (iii) such third parties are contractually bound to treat the Personal Data in a manner no less protective than as L1I4KY GilIing Customer informamn Sys cm PAGE 7 OF 14 COU #2021-207 required of Vendor and City hereunder, and(iv)Vendor will remain liable for all its acts and omissions of such persons or entities. 7.5 Protection of Data. Vendor and City shall mutually maintain appropriate physical, technical and organizational measures to protect all Personal Data against accidental loss or unauthorized access, use, disclosure, alteration, or destruction. Vendor acknowledges that the level of security that is appropriate will depend on the sensitivity of the information, the risks represented by the processing, the harm that is likely to result from a breach of security, industry standards and Applicable Law, including all Data Laws. 7.6 Correction or Updating of Data.Vendor will correct or update such Personal Data upon confirmed notice from the City or the individual who is the subject of the Personal Data that the data is incorrect. 7.7 Security.Breach. For purposes of this section, "Security Breach" means any actual or potential unauthorized or accidental access, use, loss or disclosure of any City Data or Personal Data or a breach of Consultant's security or information systems that could reasonably be expected to expose any City Data or Personal Data to such unauthorized or accidental access or use. Vendor will notify the City promptly (or immediately if required by Applicable Law) in writing of any Security Breach. Each Party will provide, at its own expense, all necessary and reasonable cooperation to the other to comply with any Data Laws applicable to such Security Breach, including the notification of all individuals who may have a right to be informed of the Security Breach and the investigation and prosecution of such Security Breach. Vendor will immediately take all necessary measures to remedy such Security Breach and provide the City a written plan identifying the measures Vendor will implement to avoid any subsequent Security Breach of a similar nature. 7.8 Audit and Verification. Vendor will provide reasonable cooperation to the City and any governmental authorities with jurisdiction to audit and verify Vendors data security systems and procedures in order to confirm the City's and Vendor's respective and collective compliance with these provisions and any applicable Data Laws. 7.9 Disclosure Required by Law. Vendor may disclose City Data or Personal Data as required by any Applicable Law, regulation, rule, court or administrative order or similar legal requirements. In the event of any such required disclosure, Vendor will notify the City in advance of such disclosure and cooperate in any effort to minimize the extent of such disclosure and maintain the confidentiality of such City Data or Personal Data. 7.10 Amendment as a Result of Change in Data Laws. The parties in good faith agree to revisit and amend this Section from time to time as necessary to comply with changes to relevant Data Laws. 8.0 WARRANTIES [6Wy piing Cwwwmr InInt=Ian System Mt;t S OF 14 COU #2021-207 8.1 Software_Warranty. Vendor warrants that the standard commercial-off-the-shelf software will perform without Defects during the term of this Agreement. If the Vendor's software does not perform as warranted, Vendor will use all reasonable efforts, consistent with industry standards, to cure the Defect in accordance with the maintenance and support process set forth in the Service Level Agreement (SLA) appended to this contract as Exhibit 1 and Vendors then current Support Call Process. 8.2 Service Warranty. A. To the extent the implementation of Vendor's software requires the delivery and/or implementation of software modifications, interfaces, web service connectivity, data conversion routines, and/or other non-baseline code contracted for in the attached Statement of Work (SOW), Vendor warrants that such software (i) will be accompanied by the source code and, at the time of delivery,will be free of all viruses, time bombs, Trojan horses or other malicious code and (ii) will conform with City's specifications and intended use. In the event of non-conformance with City's specification, Vendor shall promptly correct, repair or modify the identified defect or deviation within thirty days of City's written demand. If Vendor fails to correct, repair or modify the defect or deviation to the City's satisfaction, which is not to be unreasonably withheld, Vendor shall promptly refund to the City the amount paid to Vendor for the Deliverable and, at City's election, this Agreement shall be deemed terminated. B. To the extent implementation of Vendor's software requires expert consulting services from Vendor personnel or Vendor sub-contractor personnel to help install, configure, write business or technical specifications, train end users, or perform all other such consulting services necessary for the successful implementation of Vendor's software, the Vendor warrants that it shall perform the Services (a) in accordance with the Agreement, and (b)with standard of skill, care and diligence that would be expected of an expert professional provider of the Services. C. Upon receipt of notice from City of any failure to comply with the terms of the Agreement, Vendor shall without additional compensation correct any such noncompliance within a time acceptable to City and reimburse City for any resulting costs, expenses or damages suffered by City, including but not limited to, costs of removal, reinstallation, re-procurement and any other third-party costs, damages and losses incurred by City. If Vendor falls to timely cure non-complying Services, City may use another contractor to replace or repair such non-compliant Services. Vendor shall be liable to the City for all costs City incurs to retain the contractor and to repair or replace the non-compliant Service and the City may deduct these costs from any amounts otherwise due Vendor under this Agreement. Vendor shall not be liable for any other consequential damages, including, but not limited to, loss of profits or revenue, cost of capital, loss of use of equipment or facilities, cost of purchased or replacement power, or claims of customers due to loss of service. D. THE WARRANTIES SET FORTH IN THIS SECTION 8.0 ARE IN LIEU OF ALL OTHER WARRANTIES RELATING TO THE PRODUCT AND SERVICES WHETHER STATUTORY, EXPRESS OR IMPLIED AND VENDOR DISCLAIMS ALL OTHER WARRANTIES, INCLUDING BUT NOT LIMITED TO WARRANTIES OF I Pt 114 y Billing Cto wtxs Info nn*6M S yntcm PAGV 9 QV 14 COU #2021-207 MERCHANTABILITY AND/OR FITNESS FOR A PARTICULAR PURPOSE AND WARRANTIES ARISING FROM COURSE OF DEALING AND/OR USAGE OF TRADE. The warranties and obligations contained in this Section 8.0 are Vendor's sole warranties and CITY's exclusive remedy with respect to the warranty of the Products and Services described above; provided, however, the foregoing shall not in any manner affect CITY's rights of indemnification or direct damages for breach of, under or pursuant to the Agreement. No failure on the part of CITY in the exercise of any right or remedy shall operate as a waiver of or by City of their right to exercise any other right or remedy. 9.0 LIMITATION OF LIABILITY 9.1 In no event shall City be liable to Vendor for any special, incidental, indirect, punitive or consequential loss or damage or prejudgment interest at an annual interest rate greater than 2% whether or not such loss or damage is caused by the fault or negligence of City, their employees, or agents. City' liability on any claim of any kind for any loss or damage arising out of or in connection with or resulting from this Agreement or from performance or breach thereof shall in no case exceed the amount specified in Section 4.1, plus the cost to the City of any applicable Change Orders. 9.2 In no event shall Vendor be liable to City for any special, incidental, indirect, punitive or consequential loss or damage or prejudgment interest at an annual interest rate greater than 2% whether or not such loss or damage is caused by the fault or negligence of Vendor, its employees, agents or subcontractors. This exclusion of liability for special, incidental, indirect, punitive or consequential loss or damage applies to loss of profits or revenue, cost of capital, loss of use of equipment or facilities, cost of purchased OF replacement power or claims of customers due to loss of service.This exclusion does not apply to third party claims requiring indemnification under Section 6.2. 10.0 INTELLECTUAL PROPERTY 10.1 Vendor warrants that it owns or has the rights to and the power and authority to transfer the Services to the City,and that Vendor has the rights in the Services granted under this Agreement. Vendor 'further warrants that the Services shall be delivered free of any rightful claim of any third party for infringement of any United States patent, copyright, trade secret, or other intellectual property right. Vendor agrees to fully indemnify and defend the City from any such claim of infringement against the City and to hold the City harmless from any resulting damage or expense.If any such claim is made against the City, after the City has given Vendor notice of the claim. Vendor shall procure any necessary legal defense for City from qualified attorneys approved by City and shall pay any and all costs or expenses of such defense, including costs incurred by the City. 10.2 City acknowledges that the Services may in whole or in part be created using Vendor prior acquired knowledge, skill and expertise, and may include Vendor proprietary information and prior developed intellectual property of Vendor, which Vendor shall continue to own and have an unrestricted right to use for other purposes.To the extent that such Vendor prior developed and proprietary materials are included in the Services, City shall have a perpetual, nonexclusive license to use the proprietary I4ky B III Ing C�lunlu Informgion 5}stem PACE 10(W W COU #2021-207 materials as part of the Services, such that City may copy and disseminate the Services and create derivative works therefrom, as appropriate and as required by City. Vendor shall have no continuing proprietary interest in the Services, except as stated herein. Vendor may retain archival copies of the Services for Vendor's internal use, and nothing herein shall prevent Vendor from continuing to use Vendor's information, knowledge, skill and/or expertise for other purposes. 10.3 Vendor agrees that all Services, which means and includes all reports, designs, diagrams, studies, conclusions, recommendations, analyses and other materials developed, generated or produced by Vendor from City Data pursuant to this Agreement shall be owned by and shall be the exclusive property of City for use as a contribution to a collective work, and considered a "WORK MADE FOR HIRE"as that term is defined for copyright and other purposes. Nevertheless, Vendor hereby retains exclusively unto itself all copyrights, patents, service marks and trademarks and all other intellectual property rights in and to all software, software documentation, and other software products and methodology utilized in or related to its provision of the Services. City shall have no right to sell, sublicense, publish,disclose, display,assign, duplicate,alter, lease,or otherwise make available the software to any third party;and City shall have no rights as licensee in or to any ❑ff-site, hosted software, the applicable functionality of which is being provided hereunder via Software as a Service only. 11.0 TERMINATION 11.1 Termination for Convenience A. The City may, at its option, terminate the Agreement in whole or in part at any time by written notice thereof to Vendor,whether or not Vendor is in default. B. Upon any such termination,the City shall pay Vendor for all Services completed and performance in progress to such date complying with the Scope of Work, not to exceed the total price of the Agreement. Upon receipt of any notice of termination for convenience and unless the notice requires otherwise, Vendor shall forthwith: 1. Make best efforts to obtain cancellation of all orders and subcontracts to the extent they relate to the performance of the Services terminated; and 2. Deliver to the City all deliverables expressly identified in the Agreement, whether or not complete, related to the Services. 11.2 Termination for Cause A, The City may, by written notice of default to Vendor terminate the whole or any part of the Agreement if: 1. Vendor(or its subcontractor)fails to perform any or all of Services under the Agreement or fails to make progress so as to endanger timely completion of the Services, and Vendor does not immediately cure, or cause a cure of, such failure, l iI it it y Bill ing C umeuvor lnformp ion Sys1 enl PAGE I I Or 14 COU #2021-207 2. Vendor is generally unable to pay its debts as they come due, or makes an assignment for the benefit of creditors: or Vendor applies for or consents to the appointment of any receiver, trustee or similar officer for it or for all or any substantial part of its property, or such a receiver, trustee or similar officer is appointed without the application or consent of Vendor, and such appointment continues undischarged for a period of thirty (30) days: or Vendor or creditor institutes (by petition, application, answer or otherwise) any bankruptcy, insolvency, reorganization, readjustment of debt, dissolution, liquidation or similar proceeding under the laws of any jurisdiction or any such proceeding is instituted against Vendor. B. Unless otherwise stated in the notice of default, upon receipt of notice of termination for cause, Vendor shall; 1. Discontinue the Services ❑r the portion of the Services specifically referred to in the notice; 2. Make every reasonable effort to obtain cancellation upon terms satisfactory to the City of all orders and subcontracts to the extent they relate to the performance of the Services terminated; 3. Deliver to the City all deliverables as expressly identified in the Agreement, whether completed or in process related to the Services. C. If, after delivery of written notice of default it is determined for any reason that Vendor was not in default. Vendor's sole remedy shall be the same as if the City terminated the Agreement for convenience pursuant to Section 11 of this Agreement. D. The rights and remedies of the City provided in this Section 11.2 are cumulative with any other remedies that may be available to it under this Agreement or applicable law. including equitable relief, 12.0 CONTRACT PROVISIONS 12.1 Governing Law. Vendor shall comply with the laws and regulations of the United States, the State of California, and all local governments having jurisdiction over this Agreement. The interpretation and enforcement of this Agreement shall be governed by California law. The Parties waive their right to trial by jury. Any action arising under or in connection with this Agreement must be fifed in a Court of competent jurisdiction in Mendocino County. In the event any party moves to change venue under Code of Civil Procedure Section 394, it shall be deemed to have stipulated to the appoint of an out-of-county judge to hear the case in Mendocino County. 12.2 Entire Agreement. This Agreement plus its Attachment(s) and executed Amendments set forth the entire understanding between the parties. l:uHty Stll ing t LLq Oil i Y Ililnnn N3R SY^tVITC VA16F I OF 14 COU #2021-207 12.3 Severability. If any term of this Agreement is held invalid by a court of competent jurisdiction, the remainder of this Agreement shall remain in effect. 12.4 Modification. No modification of this Agreement is valid unless made with the agreement of both parties in writing. 12.5 Assignment. Vendor's services are considered unique and personal, Vendor shall not assign, transfer, or sub-contract its interest or obligation under all or any portion of this Agreement without City's prior written consent. 12.6 Waiver. No waiver of a breach of any covenant, term, or condition of this Agreement shall be a waiver of any other or subsequent breach of the same or any other covenant, term or condition or a waiver of the covenant, term or condition itself. 12.7 Execution of Agreement. This Agreement may be executed in duplicate originals, each bearing the original signature ❑f the parties. Alternatively, this Agreement may be executed and delivered by facsimile or other electronic transmission, and in more than one counterpart, each of which shall be deemed an original, and all of which together shall constitute one and the same instrument. When executed using either alternative, the executed agreement shall be deemed an original admissible as evidence in any administrative or judicial proceeding to prove the terms and content of this Agreement. 13.0 NOTICES Any notice given under this Agreement shall be in writing and deemed given when personally delivered or deposited in the mail (certified or registered) addressed to the parties as follows: CITY OF UKIAH MILSOFT UTILITY SOLUTIONS ATTN: DEPT. OF FINANCE ATTN: AUAM TURNER, CEO OF BUSINESS OPERATIONS 300 SEMINARY AVENUE 4400 BUFFALO GAP RD, SUITE 5150 UKIAH, CALIFORNIA 95482 ABILENE, TEXAS 79606 14.0 SIGNATURES IN WITNESS WHEREOF, the parties have executed this Agreement the Effective ❑ate: VENDOR Date PRINT NAME: .Adam Turret 75-2255624 IRS IDN NUMBER CITY OF UKIAH BY: 6-17-2021 l4 it q y Bil I ing Cuunmcr I nfu M'a'ion Sym an PAGE 13 OF 14 COU #2021-207 Date CITY MANAGER ATTEST bid.�,v I'm6/18/21 CITY CLERK Date Lhilrty Billing cto omer InfoTmanup SY9 m PAGE 14 OF 14 ATTACH M ENT A MILSOFT@ Utility Solutions '... Statement ❑f Work For the Implementation of CIS iXp Prepared for City of Ukiah, California April 9, 2021 TABLE OF CONTENTS Introduction..................................................................................................................................... 1 Scopeof Work........................................................................................------........................-------- I Approachand Deliverables............................................................................................................. 1 Assumptions....................................................................................................................................2 IssueManagement .............................--.....---.......................---....................................................---_. 3 ChangeManagement................................................----............. .................................................... 3 ProjectOrganization.......................................................................................................................4 DataConversion............................................................................................ Training........................................................................................................................................... 8 Software Modifications and Integration Development...................................................................9 WorkPlan......................................................... ......................,................................................ I I AcceptanceCriteria..............................................................._..,.,.................................................. 12 Statement of Work Acceptance.................................................................................................... 12 Introduction City of Ukiah, CA (hereafter referred to as"Customer") has contracted Milsoft Utility Solutions [hereafter referred to as"Milsoft"]to configure and deploy a complete Customer Information and Utility Billing system ("CIS") inclusive of software and implementation services. Scope of Work This scope of work outlines the responsibilities for Customer and Milsoft required to ensure a successful CIS implementation including project management, implementation planning, data conversion,configurations,integration, quality assurance testing, training and support. Installation of the following Milsoft" software solutions: • Consumer Information System (CIS) • eBusiness customer portal with payment integration to Invoice Cloud • ePrint PDF bill presentment • Software modifications and third-party integrations as defined herein Approach and Deliverables Milsoft will assign a Project Manager to work with the City.The Milsoft Project Manager will coordinate all work associated with the City Project and act as the team lead between the City and Milsoft Project Team. It is this Project Manager's responsibility to coordinate all Milsoft resources for the City Project.They are to deal directly with the City Project Manager on all issues or concerns and in conducting day-to-day matters concerning the Project. If they cannot be reached, any one of the other Milsoft Project Team members may be contacted or Milsoft Support.The Milsoft Project Manager will utilize the Work Plan to guide the completion of all tasks associated with the Project. The Project will have the following major phases along with the deliverables as listed below. The deliverables listed include both those that Milsoft will be responsible for and those that the Client will be responsible for completing. Each client deliverable will be identified to the client by the Milsoft Project Manager: Phase Deliverables Project Initiation Initial Client Training Schedule Draft Work Plan Project Statement of Work Hosted Solution Installation Hosted Hardware Configured Initial Software Loaded Telnet Setup/Tested 1 VPN Setup/Tested Client Profile Created/Tested Implementation Planning Agenda for Meeting Meeting Completed CIS Questionnaires List of Required Development Bill Print Requirements (CIS only) Updated Work Plan Data Conversion Initial Data Conversion Subsequent Data Conversions until quality is assured Definition of what history data will be converted Training Client Application Training Required Development List of Required Development Complete Development Client Acceptance Testing Practices using Milsoft software and the Client Practice Testing Checklist Customer Tests New Development in applications G❑ Live Incident tickets required for Go Live completed and tested. Assumptions The following assumptions are made on the part of Milsoft as we begin the City Project: • The Project will use the Milsoft Work Plan, Project Statement of Work, and other project related documents to guide the project to a successful completion.These documents and methodology are included in the estimated Project Services cost. ■ The Project Statement of Work documents the Scope of Work,Solution, Roles and Responsibilities.The Work Plan documents the level of effort, resources and tasks for the Project. Once the Work Plan has been approved by the client Project Manager, any additional tasks or deliverables may be considered Out of Scope for this Project and will have to be reviewed by Milsoft as a Change Request for approval prior to inclusions in the Work Plan. ■ Changes to the Project start date may impact the Project end date. ■ Changes to the scheduled start or completion of any tasks identified in the Work Plan may also impact the Project end date. 7 + Client will have adequate resources to accomplish tasks as identified on the Work Plan in a timely manner to meet the planned projected G❑ Live Date. Issue Management Project issues must be identified and resolved in a timely fashion in order for the Project to be brought to a successful conclusion. Unidentified or unresolved issues can slow the Project. Anyone involved in the Project may identify an issue, but it will be up to the Milsoft Project Manager and the City Project Manager to approve, reject, or defer the issue and to determine the appropriate resolution. If the recommended solution involves a change to the Project scope, a Change Request is generated. If there is an issue that could have a significant impact on the schedule or the budget of the project, this issue should be raised to the Milsoft Project Manager, and if it is found that the issue will definitely affect the schedule or budget, the Milsoft Project Manager will elevate the issue to both the client and Milsoft management. Otherwise, all issues will be handled by the Milsoft Project Manager and the City Project Manager. The process for inputting issues or requests by either party shall include submission in writing by that party's Project Manager to the other party's Project Manager for formal consideration together. Change Management The Project Statement of Work and Work Plan are used to define and direct Project Team efforts. During the life of a Project, any team member may request a project change. A Change Request is any written request which changes the scope of the Project, as defined in the Project Work Plan. It is important to evaluate each Change Request and determine whether or not to approve and implement it. Same examples of Change Requests are changes that could require a change to the contract which has been signed and approved, a change that would affect the Go Live date, or a change that would affect cost. The following change management process will be used to ensure that this Project is managed to the original scope, as defined in this statement of work: 1. Initiate Change Request 2. Log and Track Change Request 3. Evaluate Change Requests 4. Dispose of Change Requests The requester will initiate the process by documenting the request in writing and sending to the project team. Proposed changes must be endorsed by the City Project Manager prior to the I investigation of the change and its impact on the schedule and overall contract cost. Both the City Project Manager and the Milsoft Project Manager will determine the team members who need to be involved in the investigation of the request.The objective of the investigation is to determine the impact of the change on the Project. In effect,the investigator must informally scope, define, estimate, and consider the timing of the change in order to make a before-and- after comparison. Before implementation, each Change Request must be presented to the Milsoft and City Project Managers together for joint acceptance (not to be unreasonably withheld), rejection, or deferral. Project Organization The Project Team will consist of both the City personnel and Milsoft personnel with the following roles: Role/Title Description City Sponsor • Act as Executive Sponsor • Make final decisions on authorizing Change Requests affecting costs, after joint approval by both parties' Project Managers + Provide oversight of the City Project Manager City Project Manager . Ensure issues are logged into the Incident Reporting System ■ Make user resources available ■ Ensure required system constants are setup ■ Be responsible for overall Client personnel training r Ensure data is provided to Milsoft for conversion testing • Coordinate and ensure client acceptance testing is completed • Sign off on the Client Production Authorization Review document Milsoft Project Manager • Coordinate the day-to-day aspects of the Project ■ Coordinate Milsoft resources working on Project • Develop and maintain Work Plan • Help resolve issues and Change Requests • Work with the Client Project Manager to ensure the Project is completed on time Milsoft Installs/Support + Complete setup and system configuration Staff ■ Help resolve issues and address Change Requests • answer Client users'questions + Assist client in acceptance testing as needed Milsoft Training Staff . Prepare and conduct application training 4 Milsoft Product Owners . Responsible for the design and assignment of Milsoft programming resources to complete program design, development,testing, and delivery Milsoft Data Conversion • Responsible for working with both the Milsoft Project Team Manager and the Client Project Team to ensure any required data conversion is completed correctly and on time. Milsoft Development Staff ■ Responsible for following the Product Owner's instructions to create,test and send to the Client all new development ■ Responsible for making any necessary fixes to the programs following testing by Client, retesting the programs after fixes have been made, and resending programs to the Client for retest and final approval Milsoft Technical Support . Responsible for the initial installation of the hosted hardware or client hardware and the initial loading of the software as per the contact ■ Responsible for assisting the client in setting up Telnet and VPN (if applicable) Data Conversion Customer's approach to data conversion is to convert all data in one conversion process for go- live.The project does not support phased in or incremental data conversion. Data conversion is a process that runs throughout the duration of the Milsoft CIS project. However, there are several distinct stages that the process progresses through. Major steps with the process are: 1. Plan what is to be converted and how it is to be converted and validated.This document and the business rules is a result of this step, this plan defines the general approach and scope of the system conversion effort. 2. Cross-reference source data fields to the comparable location in Milsoft iXp system.The mapping effort documents 3 major items; (l)the legacy data to be converted; (2)the conversion table where the data needs to be stored for the conversion process; and, (3) where within the Milsoft iXp database converted data is stored,This is documented in the Data Conversion Mapping Document. 3. Define the rules by which legacy data is to be converted.This is documented in the Conversion Rules Document. 4. Write data extract programs to move data from the legacy system for input to the conversion process.This will be done for the data identified in the Data Conversion Mapping Document.The selection criteria and processing will be defined by the Conversion Rules Document, These extraction processes will also produce reports that provide control paints for verifying the extracted data matches the legacy source data. 5 5. Run the data conversion as defined in the Milsoft Data Conversion Guide.This process produces data conversion error reports and data integrity reports, which need to be reviewed to verify the accuracy of the data conversion. These reports also provide record counts, error counts, number of records written,and number of records updated, The counts on these reports must be balanced before continuing with the conversion. 6. Define and develop conversion control, verification and financial balancing procedures. This step is to be done by Customer to define control procedures required to assure the completeness and accuracy of the conversion process. This verifies that the appropriate legacy information was converted,and these procedures confirm the accuracy of the financial information so the process can pass an internal financial audit. 7. Test conversion process on a sample data set until the process is complete and verified. During initial development,the conversion process is tested against a representative sample of legacy account data to cover a large variety of account scenarios. Using limited data for this step allows for an efficient and timely means of detecting mapping or programming errors. This is repeated until all significant errors have been corrected. 8. Test conversion process on a fall-scale data set to verify accuracy and performance, Full scale testing provides a more comprehensive assessment of the conversion process. It also allows the testing of execution performance of the process to assist in developing a go-live conversion schedule. Financial balancing and controls are also validated, This is repeated until all significant errors are corrected and performance objectives have been met. 9. Test CIS application on converted data to verify data is complete and accurate. This assures that the legacy data has been converted in a manner that is sufficient to support the production operation of Milsoft CIS.Sign-off of successful completion of acceptance testing represents recognition of the completion of the extraction, conversion to Milsoft, and control validation steps of the conversion process. 10. Perform conversion process for go-live.Conversion plan procedures and controls developed and tested during the previous steps are performed. The table below is sample description of data to be converted.The number of months/years of historical data to convert may be modified as agreed upon by both parties for a successful implementation. 6 ITEM DATA ELEMENT VOLUME METRICS 1 Customer and Account 1) All active legacy customer records will be Information converted 2) Inactive accounts with a balance 3) Inactive accounts with history within the last 24 months. Account information includes such items as names, addresses, tax codes, rate codes, mail sort codes, and credit bureau codes. 2 Membership Information Membership fees for customers being converted. 3 Service Addresses and All in-service legacy service locations will be location Information converted. Location information includes such items as map numbers and substations. 4 Meters All meters whether in inventory, installed, or retired will be converted. This also includes ERT meters 5 Meter History 24 months of history information will be converted, 6 Meter Exchanges Ali current meter exchanges will be converted. 7 Meter Test History 24 months of meter tests will be converted. 8 Load Management All installed load management switches will be Switches converted. 9 Consumption(Billing) 24 months of billing history will be converted. History 10 Payment History 24 months of payment history will be converted. 11 Adjustment History 24 months of adjustment history will be converted. 12 Comment History 24 months of comment history will be converted. 13 Demand History 24 months of demand history will be converted. 14 Unbundled Charge All unbundled charges will be converted. History 15 Credit History 13 months of credit history will be converted. 16 Returned Check History 13 months of returned check history will be converted for customers being converted. 17 E-Check/Bank Draft All E-Check/Bank Draft information for active Information accounts and accounts to be final billed will be converted. 7 ITEM DATA ELEMENT i VOLUME METRICS 19 Life Support Accounts All active life support accounts will be converted. 21 V Party Delinquency All active 3`d party delinquency addresses will be Notifications converted. 22 Temporary delinquent All temporary delinquent and collection penalty and collection penalty exempt information for customers being converted exemption will also be converted. 23 Disconnect for non- All active Disconnect for non-payment flags will be payment Flag converted. 24 outstanding receivables All legacy-aged receivables will be converted. by age 25 Deposits and accrued All legacy deposits and interest will be converted. interest liability 26 Pending Service orders All legacy pending service orders with the exception of General service orders will be converted. 27 Excess Facility charges All active facility charges will be converted. 28 New Meter Reads All legacy new meter reads will be converted. 30 Write Off Balances Legacy accounts written off with a balance clue will be converted. Training Milsoft recommends that the City have key staff members(decision makers) involved in the Implementation and Planning portion of the project. These staff members should attend all training, including Getting to !Gnaw the System, Setup, and Processing classes. They are responsible for configuring the system and gaining the high-level knowledge of the solution. The users will need to be available for the process training sessions and training and verification to ensure they have the knowledge and skills for utilizing the Milsoft iXp Solution. The Project Work Plan is included in the Milsoft Proposal and outlines the implementation schedule and includes: ■ Implementation and Planning. This meeting includes discussion and review of conversion data, current processes, functionality available with the Milsoft system along With process improvement strategies. The work plan and timeline will be reviewed and finalized by both parties. • Getting to Know the System. This training provides an introduction into the Milsoft systems and teaches you how to utilize and configure the functions,features and capabilities of the systems. • Process Training. This hands-on training will assist in preparing your end users for the new system and the processes by using training materials and the City data. The course will be tailored to specific business processes and needs of the City. • Validation and Verification. This hands-on training focuses on the validating and verifying that the Milsoft products meet the requirements of the City processes, works as expected and satisfies the needs of the City. Milsoft will provide checklists to test and verify each process. ■ Go Live Assistance (onsite optional). This meeting provides guidance and support for the Milsoft systems to be utilized in a production environment. + Month Close Assistance (onsite optional). This meeting provides guidance and support for the Milsoft systems during month close processing. + Follow-Up Training. Recommend follow-up training 90-120 days after implementation. Software Modifications and Integration Development The following requirements and integration requests will require Milsoft development. Milsoft will analyze details, develop, CIA and deploy changes for each item below. Development for System Requirements—Sewer Calculations 1. Average water consumption (AWC).The sewer consumption charges are based on the average water consumption from January, February and March for each individual account. 2. Milsoft will develop a function to calculate the Equivalent Sewer Service Flow Units on demand, which is a measure of the average winter water use of residential dwelling units.The ESSFU will be calculated and saved based on usage data billed (or converted) within the Milsoft CIS system over the period of time entered on a screen.This stored factor will then be used in the calculation of sewer rates based on configuration of the rate section. (Sum of all residential water consumption for 12 months(Jan-Dec)} ((Count of all residential dwellings (single home and all dwellings units)} 112 (number of months)}= 1 standard ESSFU When calculating the sewer base monthly service charge, the AWC for a specific commercial client is divided by the ESSFU to determine the constant for that account to be multiplied by the base rate charge. 9 Integration VendorID Name Preferred Stylle Frequency To-Be INT-01 ITRON MVRS/AMR 2-way flat file Daily Itron Handheld readings,standard MVRS file Stuffers&CASS certification in PDF at Infosend to be INT-02 Bill Printing 1-way flat file Weekly Infosend verified;flat file is still available Customer portal for viewing and updating data, INT-03 EBPP Web Services On Demand Ebusiness integrated to InvoiceCloud for payments Handles all payment types: CC&Echeck;autopay-- INT-04 EBPP API Realtime Invoice Cloud Echeck is NACHA+ Weekly/On Customers& balances to Collection Agency; payments INT-05 Collection_ Agency_ 2-way flat file demand Rash Curtis tied to accounts back--no writing of upload by MS e-mails with attached Payments for low income customers; register INT-05 HEAP sheet(zipfile) Monthly CA outbound, payments in bound Trash Disposal INT-07 Signup 1 way Daily Ukiah Waste Solutions Charges,$'s,signup Will automate, as UWS will be able to provide an INT-08 Trash Add'I charges 1 way Ukiah Waste Solutions account number on the inbound CSV file. NACHA standard; Lockbox and Remit+will be an Bank Iockbox either/or decision, but the current expectation is INT-09 (future) 1 way flat file Daily TBD Lockbox Must adhere to Tyler's inbound format daily or INT-10 ERP/GL 1-way flat file Weekly Tyler MUNIS monthly _ Refund check request; potentially check status back to INT-11 ERP/AP 2-way (potential) _ On Demand Tyler MUNIS C15__ _ INT-12 GIS TBD Daily ESRI(x2) Customer/account data from CIS;location data to CIS INT-13 Mobile Work Mgmt _ 2-way Daily Clevest/iWorkQ/TBD Service orders out;SO close data in Customer and address data,service point associations INT-14 GIS& Design TBD Daily AutoCad to both CYME--System INT-15 Planning 1-way Semi-Annual Eaton rMP-A Consumption data by service point f INT-15 Meter Testing 1-way flat file to CIS On Demand WECO 2350 Meter test results back to CIS 10 Work Plan Milsoft requires nine to twelve months to plan, convert, configure, validate and train users on the CIS system. Milsoft's timeline is dependent on timely responses and actions by both the Customer and third-party vendors requiring integration. Project Preparation Internal Turnover Meeting Implementation Planning iXp Software Requirements Analysis, including eBusiness and Bill Print(optional) Integration Requirements Analysis Data Conversion Analysis, including definition of data conversion reconciliation items and scope of historical conversion. Environmental Requirements Analysis Custom Development Requirements Analysis Estimate Level of Effort- Development,Technical,Training Internal Project Planning Meeting Create Detailed Project Work Plan with Responsible Parties and Estimated Completion Dates Hardware/Software Environmental Technical Preparation Hardware/ Hosted Hardware and Network Setup and Configuration Test Environment for Vp Software Setup and Configuration iXp Security iXp Security and User Management Training User Authorization/Profiles Setup Customer Information System (CIS) Pilot Milestone Gate Conversion of approximately 25 accounts through manual input including setup of all rates, meter configuration, move in/activation of services, the entering of readings and then billing the no mare than 25 customers through 2-3 cycles for validation of system. Achieving this milestone approval is required to proceed with full conversion and implementation.The City recognizes this pilot will be performed with no significant modifications and does not expect the ESSFU modification to be in place for this pilot. Training Getting to Know the System and Setup High level processing training to key staff Customer Information System (CIS) Full Conversion and Implementation Determine how to access readings to bill (automatic transfer, etc.)and program Determine Bill Print Requirements Initial Data Conversion and Balancing(Subsequent conversions done as required) 11 Develop and Deploy Custom Function Test the iXp Test Environment User Practice and Acceptance Testing Verification &Validation Client Go Live Approval Implement and Test Integrations Training Processing Training for all Users Validation &Verification Go Live Final Data Conversion for Go Live Verify Final Data Balances Correctly Go Live Trip and Month Close Trips (optional) Milsoft recommends additional training annually to ensure that you are staying up-to-date on all aspects of our software and are fully and efficiently utilizing all features available. Acceptance Criteria Acceptance ❑f the implementation will occur when Customer has reviewed the billing system data and processes and found no significant issues or errors,as agreed upon by both parties, within MiIsoft's scope of work. A signature of authorization is required from the Customer for Milsoft to enable the system for production use. Statement of Work Acceptance MILSOFT UTILITY SOLUTIONS, INC. CITY OF UKIAH, California By: By: Adam Turner Signature CEO of Business ❑perations Printed Name &Title I- D ate -- Date 12 ATTACHMENT B MILSOFT Utility Solutions Milsoft Utility Solutions Confidential Response to City of Ukiah Request for Proposal for Utility Billing Customer Information System December 2020 Paul Kluba Milsoft Utility Solutions One Solution Place Bowling Green, MO 63334 636.443.5595 direct paul.kluba@ milsoft.com Confidential Enterprise Software Solutions and Services M ILSoFT' Utility Solution% Table of Contents CoverLetter........................................................................................................................................................... 2 Project Understanding and Proposed Approach................................................................................................... 4 ProjectTeam..........................................................................................................................................................5 Experience and References...................................................................................................................................8 Requirements...................................................................................................................................................... 10 Pricing.................................................................................................................................................................. 11 ProposedProject Schedule.................................................................................................................................. 12 Exceptions............................................................................................................................................................ 13 Milsoft Product Brochures .................................................................................. ................. 14 Confidentioi 1 Enterprise Software Solutions and Services r MiLSOFT `_ Utility 5alutlons Cover Letter Milsoft Utility Solutions appreciates the opportunity to respond to the City of Ukiah Request for Proposal for a Replacement of a Utility Billing Customer Information System. Milsoft has been a competitive innovator from the outset. Since 1989,we have focused on providing comprehensive software solutions to the utility industry. Our Missouri operations date back to 1976 with innovative billing and financial management systems. Now with nearly 1,000 customer utilities and thousands of product installations in place, we service electric,water,sewer,gas,and broadband providers in places across the United States and internationally. Not only do we have experience, Milsoft has the time-tested structure and organization needed to provide outstanding training,support,and 24/7 service you can depend on. We recognize that the success of our software,and our company,is directly tied to your satisfaction with our ,products and services. Milsoft's support mission is to maintain good relations with its users. We do that by being there every time. Milsoft has long been renowned for its uncompromising commitment to being the best software maintenance and technical support team in the world. Milsoft has recruited and empowered expert, dedicated employees who want nothing more than to help you use Milsoft software to get the job done,day or night. Our cost-effective solutions consist of integrated Utility Billing,Work and Financial Management,eBusiness— Web and Mobile(Customer Self Service), Meter Data Management, Prepaid Billing,Work Order Automation, ePrint P D F bill creation, Integration Services,and Engineering&Operations (1VR,Outage Management, Engineering Analysis, G15, and Field Engineering)software—and all are designed specifically for utilities. Refer to Appendix I for our Integration Diagram. We are dedicated to our customers and our employees, passionate about our support, and strive to bring technology vision to deployment while enhancing our customers'ability to execute. Together,our team of nearly 150 dedicated professionals is here to provide a full enterprise-wide solution for utilities and cities like yours. Milsoft is headquartered in Abilene,Texas,with additional facilities in Missouri and Florida, Corporate Office Missouri Office Florida Office 4400 Buffalo Gap Road, Ste.5150 One Solution Place 7100 Plantation Road,Ste. 17 Abilene,TX 79606 Bowling Green, MO 63334 Pensacola, FL 32504 800.344.5647(central switchboard) Please direct any questions or comments regarding this proposal response to: Paul Kluba,Account Manager Sarah Robinson, Director of Daffron to Milsoft brand) 636.443.5595 mobile/direct 573.795.6455 mobile/direct PauLkIuba@milsoft.com 5arah.robinson@milsoft.com Missouri Office Missouri Office Confidential 2 Enterprise Software Solutions and Services MILSOFT/I Utility solutions Pricing included in this proposal are valid through February 28, 202L Duly authorized to sign bid for and on behalf of Milsoft Utility Solutions, Inc.: Date December 14, 2020 Company Name Milsoft Utility Solutions Company Address One Solution Place Bowling Green, MO 63334 Signature "—' [Authorized Agent's Signature] Printed Name Adam Turner, CEO of Business Operations Phone 32M95.1642 Email adam.turner@milsoft.rom We truly appreciate the opportunity to respond to your request and look forward to your evaluation. Confidential 3 Enterprise Software solutions and Services MILSOFT. t►tllity Seleirinns Project Understanding and Proposed Approach Detailed Summation of Approach A successful implementation is accomplished through the commitment and teamwork between City of Ukiah and Milsoft. Our approach starts day one with a strong kickoff meeting,engaging City of Ukiah(City) Project Manager and key participants and the Milsoft Account Team. As a joint effort between the City and Milsoft,a Project Charter and Project Work Plan are created to ensure a successful Project. ■ Project Work Flan purpose is to manage the implementation project and timeline. ■ Project Charter purpose is to establish a common understanding between the Project Teams regarding the goals and objectives of the Project. It defines the scope, objectives, delivery methods,and overall approach to the Project,stating what the Project is committed to deliver,time constraints, resources, and standards to follow through completion. Project Work Plan In developing the Project Work Plan, Milsoft puts a large amount of focus on three areas to minimize bottlenecks in the project: Conversion—Setting a joint upfront goal for what and how much data will position the project for success is key. Data conversion can be an extended project in and of itself if not contained to key items. Finding the balance between automating high volumes to save time,and completing small volumes efficiently is critical and requires collaboration. Quickly agreeing upfront on correct formats for data exchange, how the process of testing the conversion will work,and balancing goals will allow for a smoother process. Training—Taking on using new systems is hard work. It is change. The learning curve is higher due to changing not only screens but habits and processes,and opening up to new ideas. Management support from both Milsoft and the City is important to keep focus on tackling the stress and extra work. Throughout the training courses your employees will begin to see how our highly integrated applications will benefit them and make their day-to-day activities worth the effort. Implementation timeframe—Setting and meeting interim milestones,in order to make the larger goal of successfully converting over to a new system,are critically important. Management teams must make time for training while at the same time allowing time for daily tasks to be completed. Additional resources must be made available to allow staff to meet milestones,in the form of tools,time, and training and practicing. Milsoft provides a testing environment as a resource for training purposes. This test environment will continue to be in place even after you have gone live. You can use it to test new rates,train new employees,or test out features you are thinking of implementing after you have gone live on iXp. The City and Milsoft Project Managers will work to outline all of the major phases of the implementation with all of the detail tasks. Regular meetings will be scheduled as part of the Project Plan to discuss project progress, time, and costs versus budget. Confidentinr 4 Enterprise Software Solutions and Services Utility Snlutianc y Project Team The Project Manager is the primary analyst,bringing onboard those that are needed to ensure a successful implementation. The Project Manager heads up a qualified team based on each project's specific needs. The team will include,at a minimum,an Application Analyst,Programmer/Analyst for data conversion, Programming Analyst, Network Administrator/Technical,and Help Desk Support. Team members will be determined as part of the joint creation of the Project Charter. Project Manager—Chelsea Dalton Collaborates with development,sales,and services to ensure the successful launch,support, and acceptable performance of Milsoft software solutions. ■ A primary paint of contact for Client ■ Facilitate timely and effective communication between Client and Milsoft ■ Team lead of Milsoft Project Team ■ Leverage industry knowledge and customer relationships to understand complex Client requirements on both a business and technical level ■ Monitor and track Client tickets and issues.Assign job tasks and priorities.Create work plans and assign resources ■ Oversee and/or participate in projects associated with assigned Client,including but not limited to installation,training, and support • Provide regular status reports and manage task lists on progress for all projects • Determines needed programming changes for market or Client changes • Help improve business protocols through feedback from Clients Additional Job Tasks • Identify business development and add-on opportunities as they relate to a specific project • Demonstrate different functions of Milsoft software,including third party or core system integrations • Ensure executive management is made aware of any area of any Client concerns,including productivity issues,training issues,and upcoming projects • Collaborate with other Milsoft employees to resolve issues and improve knowledge • Back-up services,project management,and quality assurance functions Education and Experience. ■ 20 years with our company • 10 years working as a Project Manager ■ 10 years working as Developer,Web Designer • Bachelor's Degree in Human Services Application Analyst, under the direction of the reporting Project Manager, works closely with Client to install,support, and train on Milsoft offered products. • Work and complete project-based tasks • Manage or co-manage Client's computer network environment tsetup,data refreshes,test environment, etc.) • Ensure,coordinate,and expedite successful completion of escalated support issues Confidential 5 Enterprise Software Solutions and Services MILSOFT lltility Salusinns • Management of customer issues database (CRM) • Assist in troubleshooting various operating and application problems in collaboration with the application development teams or third-party vendors,if required • Participate in applications development teams (CIA,Agile,etc.) • Assist in preparing operational analysis and reports ■ Document issues and Client requests in CRM database. • Travel for self-training as required ■ Conduct in-person or on-line training for Client ■ Prepare data and develops practice sets for training ■ Training evaluation and follow-up. ■ Perform Client Value Assessments ■ Perform miscellaneous job-related duties,as needed Education and Experience. At a minimum,an Application Analyst has the following: • Bachelor's Degree in business administration,accounting, or closely related field, or comparable experience • Nan-degreed alternative: minimum two years'experience in one or more of the following ■ Accounting/Business • Software implementation and support • Utility Network Administrator/Technical plans,configures,documents,and supports computer systems, including hardware,software,and network;provides technical user support for Client. • Respond in a timely manner to issues Network planning and maintenance,including but not limited to: incoming voice/data circuits, routers,switches, wireless access,active directory,VP access,ASA firewa11,and Client network support ■ Assist in supporting PCI compliancy and scans • Maintain data center stability to ensure minimal down time Monitor essential hardware and connectivity to Application Service Provider services • Conduct regular maintenance on computer systems and network equipment and applications Education and Experience ■ Bachelor's Degree in a Technical field • 5 to 10 years of related experience • Additional education may be substituted for experience and vice versa Programmer/Analyst plans,designs,and develops major application programming projects on new and current Milsoft Software Systems,including coding,testing,debugging, and installing programs to promote software effectiveness. ■ Analyze the needs of the user • Work with business partners by providing technical support,such as coding,designing,implementing, and debugging programs • Design new software • Code,test,debug, install,and document more complex programs and enhance existing programs to ensure that data processing systems meet users'needs ■ Write Data Control Language for execution of systems, including job flow,file paths,file placements, back-ups,etc. ■ Assist with user documentation and operations procedures and work with users and Milsoft Confidential 6 Enterprise Software Solutions and Services /r MiLSOFT Elriiity solutions personnel to implement changes • Assist in the development and maintenance of system standards, including programming,structure, system upgrades,documentation,etc. Additional Responsibilities ■ Recommend improvement to enhance system effectiveness • Analyze problem areas,design and implement system improvements Education and Experience • Bachelors' Degree in Computer Science or related field • 10 plus years of related experience • Additional education may be substituted for experience and vice versa Senior Developer oversees the development,implementation,and modifications of the different applications that are marketed to clients. • Analyze code that has been written for the different applications • Ensure the applications function as designed ■ Recommend modifications to applications • Work with client needs and design custom applications that provide solutions ■ Design enhancements for Milsoft package products • Work within cross functional teams to install applications for the client • Assist with documentation as needed Additional Responsibilities • Oversee programming schedule to ensure deadlines are met ■ Completes and performs other duties/tasks as assigned Education and Experience ■ Bachelor's Degree in Computer Science ■ 3 to 5 years of related experience ■ Additional education may be substituted for experience and vice versa Confidential 7 Enterprise Softwore 501utions 0nd Services r titility Solutions Experience and References Milsoft partners with our customers to provide ongoing technical support and to help them achieve their organization goals,including: • Tightly interfaced solutions to eliminate manual and duplicate entries • More effective consumer engagement ■ Decrease costs • Provide reliable service • Ability to handle complex rates We continuously develop enhancements to our functionalities and offerings to provide better and more comprehensive Enterprise Utility Solutions. As a collaborative effort between our customers and Milsoft,a Project Work Plan and a Project Charter are created to ensure a successful implementation. These documents and dedicated teams are part of the project management for previous projects and are the foundation for managing future projects. For reference,the following are just a few of our valued customers that we have successfully implemented and who are realizing the value of their Milsoft Solutions. Graham County Electric Cooperative—Jenny Howard Corporate Compliance Officer (928)485-2451/jhoward@gce.coop Pima,Arizona Graham County EC converted from a Harris on-premise (IBM AS/400)solution to the Milsoft CIS Hosted Solution. Graham County Electric Cooperative utilizes the following solutions and services: Core Solutions Customer Information System iXp Financial Management System iXp Work Management System iXp Additional Solutions eBusiness—Web and Mobile ePrint PDF Creation LaFollette Utilities—Kenny Baird,General Manager (423)562-3316/kenny.baird@lubmail.org LaFollette,Tennessee LaFollette(municipal) has the following solutions and services: Core Solutions Customer Information System iXp Financial Management System iXp Work Management System iXp Additional Solutions AMI Integration Disaster Recovery Services eBusiness—Web and Mobile Hosted Payment Services Confidentiol 9 Enterprise 5oftwore Solutions and Services r MILSOFT- Utility solutions Sussex REC—Chris Reese, President/CEO (973)875-5101 x123/creese@sussexrec.com Sussex, New Jersey Sussex Rural Electric Cooperative has the following solutions and services: Core Solutions Customer Information System iXp Financial Management System iXp Work Management System iXp Additional Solutions Hosted Hardware eBusiness—Web and Mobile ePrint PDF Creation Staking Field Solution Confidentiol 9 Enterprise Software Solutions and Services M ILSOFT Utility Solutions Requirements M1Isoft has completed all sections of Response as required (attached 1 submitted herewith). Confidential 10 Enterprise Software Solutions and Services r MILSOFT`)} Otllity Solutions s)1 Pricing Milsoft has included comprehensive Pricing as requested (attached/submitted herewith). Confidential 11 Enterprise Softwore Solutions and Services r MILSOFT-`'T; Utility Solutions ,-I Proposed Project Schedule City of Ukiah Work Plan based on an estimated 4 month implementation. Analysis Kick-Off Meeting Implementation Planning iXp Software Requirements Analysis,including eBusiness and Bill Print(optional) Integration Requirements Analysis Data Conversion Analysis Environmental Requirements Analysis Custom Development Requirements Analysis Estimate Level of Effort-Development,Technical,Training Internal Project Planning Meeting Create Project Charter and Project Work Plan Environmental Technical Preparation Hardware/Hosted Hardware and Network Setup and Configuration Test Environment for iXp Software Setup and Configuration iXp Security iXp Security and User Management Training User Authorization/Profiles Setup Determine how to access readings to bill(automatic transfer,etc.)and program Determine Bill Print Requirements Initial Data Conversion and Balancing{Subsequent conversions done as required) Develop and Deploy Custom Function Test the iXp Test Environment User Practice and Acceptance Testing Verification&Validation Client Go Live Approval Implement and Test Integrations Training Getting to Know the System and Setup Processes Validation&Verification Go Live Final Data Conversion for Go Live Verify Final Data Balances Correctly Go Live Trip and Month Close Trips(optional) Milsoft recommends additional training annually to ensure that you are staying up-to-date on all aspects of our software and are fully and efficiently utilizing all features available. Confidentiol 12 Enterprise Software Solutions and Services r MILSOFT- j, Utility solutlons Exceptions Milsoft excepts only as follows,with respect: • Attachment A—draft Agreement o In Section 10.3,we as the Vendor must be allowed to retain ownership of the I (patentability, trademarks, etc.)in our software and services,even if developed or modified during the course of this work. o In Section 11.1.B, in settling up in event of termination,"the City shall pay Vendor for all Services completed and performance to date complying with the Scope of Work."(Please insert performance to date.) ■ Attachment E—Insurance Requirements o No exceptions Confidential 13 Enterprise Saftwore Solutions and Services r MILSOFT'� Utility Solutions Mifsoft Product Brochures Confidential 14 Enterprise Software Solutions and Services MILSOFTO Utility Solutions A SUKGmryWAWsa�VP'1RySGuS�s' Customer Informotion Sys tem (C/S) One of the most critical challenges facing utilities today is the ability to interact with consumers the way those Consumers want to communicate. The ability to"meet consumers where they are" is becoming increasingly important to ! the overall customer experience. A key i 'A component is a Customer Information System (CIS) that can integrate fully with key utility systems to give you the flexibility to connect to your consumers. After all, isn't that what a Customer Information System should be all about? �_�• o M ILSOFT, ! Utility Solutions Value Daffron Customer Information System is a robust yet value-oriented system that provides superior features and functionality.Our ability to handle multiple utility services,complex billing F. scenarios, collections,payments,customer care, , .� = IM service order management, prepaid metering, `"� — Lim— t� -a � T and other important day-to-day tasks,sets us 20 ME M F: 4— 3 — , apart as a uniquely capable solution. In addition,our!Prepaid Billing, Net Metering, and other key functionality is built into our CIS, �� r which means you can now extend this high- demand functionality to your consumers— : .:sae. ..e::t.. ...__,,.._.,.. either now or in the future. Workflow CIS—like all Daffron products—is browser-based and can be used within Internet Explorer,Google Chrome,and other popular web-browsers,which puts today's users in a familiar environment to accomplish their daily tasks.All screens have been created using a task-based design—that is, they were designed in a commonsense way to help streamline processes, reduce mouse clicks .•.,Fes.;. ... ..�1.b. and keystrokes,and make staff training less extensive. - Was% ?' ems: ...,,...w......-......_.....w..r. n.._.,;-ram With our advanced billing solution,workflow .__ = „ is enhanced for both staff and consumers ' " _ ° with ePrint,allowing immediate acces5 to +� u the consumers'bill that can be viewed and - - vo•� e o n printed from within CIS and from our eBu5ine5s customer self-service solution. Choice In addition to superior design,CIS is tightly integrated with our other software solutions •am.wt talus-°ot-i AMMIK vMwrs s,11 hn1 that can assist you In your customer 5eIf-service, ""°'"u'°'" "'°'Do" 'CX° """ 310 FZ59 "` A..m : Nia Sl 4.r..tir. Nn HI .+ financialslaccounting,work management, R1 1U.tll'2711 iiis mm�ml rn'+'. ISl1>Mj Kra •SIVi'uiA• and outage needs.CIS can also be integrated `"'"°'"'�'"'�' �"'"` °""`�'" "''�"'" ` M�.+':n qt.t Mw[tlK {t95n07 ]n'JV!iR rn[ SMd�, ep— 'erne Caef1[[ t+..n n ,only Dena se..+en• too mow. with your A MR/AM I, payment processing,GIS, �.•.P�� >°� I=a^ K: and other key systems.The level of integration . ttn rre.� umv achieved allows real-time updates that ensure - your staff is always in the know on everything having to do with your consumers.And after all, isn't that what a Customer Information System should be al about? r MIILSOFT" Utility Solutions '� e�eoarie:e-n MILSOFT Utility Solutions -■ • . A waro of ww+ur,i„y xHu,au• Consumer • Commun1cotions As technology changes, your customers demands will change with it. Daffron's Consumer Communications can help you stay ahead of the curve by providing utility customers with access to key customer self- service functionality. Meet your customers where they are in j terms of technology—and empower them with self-service access that enables them to do business with you on their terms. Gyp In exchange, experience the enhanced customer satisfaction and reduced payment processing costs your utility deserves. L r MiLSOFT D= Utility Solutions eBusiness— Web and Mobile Text Messaging Bring the benefits of automation and real-time Convenient and fast communication of interfaces to your utility billing functions.Your notifications based on customers'preferences— customers have access to utility-related activities prepaid notifications,disconnect notice,account using their computer,smartphone,or tablet updates,etc. device--whenever they want. Value Customer Self-Service As a completely hosted solution,Daffron's Your customers deserve an enhanced, interactive Consumer Communications provides unequalled process.eBusiness and Text Messaging provides value. From online user registration to online them access to utility-related activities that payment processing and other customer-facing will save them time and hassle by using their functionality,all services are provided through smartphone or tablet device—whenever they Daffron,allowing you to forgo additional want. investments in hardware and software—saving time, resources,and money. Key standard features include: • HTML-based application ensures wide availability and acceptance •Online account registration Anywhere and anytime access to bill payment •Support for multiple accounts per consumer/user • Email and text notifications •Outage reporting • Prepaid billing support—balance payments and notifications Graphical usage charts Like all Daffron solutions,eBusiness and Text Messaging are tightly integrated with our CIS ti r solution, bringing the benefits of automation and real-time interfaces to your utility billing functions. Enterprise • _r - f - payment of 11 has been made ■ Thank O � r MILSOFT,ti r-. Utility soiutians MILSOFT Utility Solutions Integration Diagram Customer Information System Financial Management System Work Management System Utility Billing e8usiness Misc.Accounts Receivable Accounts Work orders Transportation Inventory General Ledger payable Cash Drawer ePrint PDF Bill Creation Meter Data Fixed Assets Payroll/Human Management Capital Credits Resources Consumer Communications Interictive Engineering 1 Geographic 'Voice Information Response Analysis System Compatible Integrators Mobile Workforce gill Printing AMI Document Inventory Staking Management Management Barcoding Please see our Hardware&5ottware Requirements document for the full derails about what is needed to run the software: www.mymilsoff.[omlresourreslhardware-requiremea is r r IIIILSOFT-ti- Utility Solutions Appendix 1. CIS iXp Processing Properties Options Getting Started with iXp Security UserlDS CIS application Permissions Setup—Properties Menu Tree—Cash Drawer Drawers Cashiers Payment codes Constants Setup —Service Order Menu Service order screen defaults Service order code maintenance Setup other charges for service orders Setup printers for users Bank Drafting Setup Menu—Banks for Drafting(review) Credit Cards Setup Menu Setup—Delinquent Menu—Delinquent Constants (review) Collections(Non-pay accounts) Setup—Delinquent Menu (review) Collection status codes Collection Constants General Navigation iXp introduction Menu trees Customer tabs Magic buttons/Hot keys Drill downs Restart connection Spool File Output Location Maintenance Meter Maintenance Meter maintenance Meter history maintenance Meter inquiry Retire a meter List of retired meters Purge retired meters InfoCenter Search methods Customer tabs Service Orders Service Orders Processing—Info Center and/or Tasks—Service Orders Confidential 1 Enterprise Saftwore Solutions and Services M ILSOFT-1 Utility SOILITIOM '7 Search vs. Deep Search Account match vs. Location match Tasks—Service Orders Connect—New customers Connect—New sub Transfer Disconnect General Action Drop Down Edit, return,view,delete,utility menu,etc. Print--Tasks—Service Order(Print) Return—Tasks—Service Order(Return) Work Order/Service Order Tracking Landlord/tenant Accounts M a i ntena n ce>Acco u nt>Account Maintenance Tabs Name/Address Billing Credit General MMB Tax Districts Aux Address Etc. Cash and Payments Batch Payment Entry Accounts receivable batch payment entry Invoice batch payment Remote payment batch posting Opening Drawer—Tasks> Payments>Drawers Entering Transactions Single Sub/Service Accounts All Sub/Service Accounts Other Cash/Other AR Audit Drawer—Tasks—Cash Drawer Undo Transactions Balance and Close Drawer Bank Draft Create NACHA standard pre-note file Select and print bank drafts Post drafts Credit Cards Recurring credit card payments Credit card account maintenance Adjustments Adjustment entry Return Checks Return Check Entry Print return check letters Return check maintenance Confidentiol 2 Enterprise Software Solutions and Services r„ MILSOFT n Utility solutions `�5 Billing Corrections Add,Cancel,Re-bill Transfer Balances New-Transfer individual credit balances to Accounts Payable Apply/refund deposit/membership Apply interest/deposit selection Charge off small inactive balances Credit balances Refund Credit to Accounts Payable Deferred payment agreement Deferred Deposit Agreement Queues Bypass Billing Queue Entry Queue Completion Three Ways to get into bypass billing queue Variance Report Bypass Billing Option Queue Entry AMR Reading Entry Individual vs. Batch Readings Bill -Processing>Billing Variance Check Variance Reports Estimating Designate for Estimate Estimation Bill Calculation Designate for Calculation Calculation Dates Include Bypass Billing Include Finals Factor Print Bills Reset Bill process complete Pena Ities/D el i nq ue nt/Collecti on s Penalties Processing Compute/list penalties Update penalty review list Post penalties Delinquents (Late/Past Duey Processing Delinquent review list Update delinquent review list Print delinquent notices Delinquents complete Confidential 3 Enterprise Saftwore Solutions and Services r,. MILSOFT' Utility solutions 7 Collections Processing Work with collections-Online vs. Paper Print collection review list Collection status update Reprint collection documents Phone Interface Reset collection status update Write Offs (by date) Exception list for write-offs Print write-off list Remove from write-offs list Post write-offs Reports Month Close Reports General Reports Daily Close Month Close Year End Processing Confidential 4 Enterprise Softwore Solutions and Services r MiLSOFT Utility Solution% (1-1 Appendix 2. Getting to Know the System Workshop Topics Help quick Reference Guide—Checklists Appendix-System Defined Tables Documentation iXp Introduction &Navigation Menu trees—Options—Tabs Magic buttons/Hot Keys Hover Drill down Refresh Restart connection InfoCenter Search&Search Configuration Blue Box&Blue Box Configuration Overview Credit Load History I nvoice Security Lights Location Meter Transformer Misc.AR Readings Cash Drawer Work Order Other Charges Calc-A-Bill RTB (Rates To Bill) Deposits Outage Load Management Service Orders TVA Daily Readings WO/SO Tracking Statistics Letters Billing Comments Special Minimums Properties Service Codes 1 Constants RSP Cash Types System Defined Confidential I Enterprise Software Solutions and Services MILSOFT rl:� utility Solutions User Defined Adjustment Types—Difference between adjustments and charge ids Service Location Service Orders Light Types Misc.CIS Constants Payments Cash Drawer Bank Draft Check Validation Return Check Constants Collection Agencies Credit Cards Book Records Rates Charge Id/Section/Rates Charge ID—What to Call It, How to Bill It,Where to Book It Rate Section -Rate Section holds the amount to bill Block Charge Index Ta ble Rates Charge ID+Rate Section=Rate Basic Rate= Rate Constants Methods and Logics Special Rates Light Rates Time of Use Rates/Account Rates to Bill Seasonal Irrigation Rates Rate Changes Unmetered Rate Load Management Rates and Revenue Taxes Tax Districts-Used on Accounts& Locations Charge ID+Tax Section=Tax District Four Types of Tax Sections Block Charge Index Table Calendar District Codes Local Prefixes and Area Code Zone Charts TVA Tracking a Prepaid Metering Constants Confidenhof 2 Enterprise Software Solutions and Services F MILSOFT Utility sniuflam Consumer Statistics AMI Processing Reading Individual Readings Entry Batch Reading Entry Billing Variance Estimate Accounts Without Readings Bill Process Print Individual Bills Print Corrected Bills Billing Refunds Weather Information Book Inquiry Queues Bypass Billing Queue=To Do List Queue Entry Queue Completion Tasks Payments Cash Drawer Review Properties>Payments>Cash Drawer Open, Close&Audit Drawer Batch Payment Entry Miscellaneous Cash Entry Bank Drafts Recurring Credit Carols Deferred Deposits Payments Adjustments Adjustment Entry Return Checks Transfer Balances Bill Corrections Apply Interest/Deposit Selection Apply Refund Deposits/Memberships Refund Credits to A/P Charge Off Small Inactive Balances Transfer Prepayment Contract Maintenance Account Account Account Number Change Location Location Location Number Change Special Equipment Confidential 3 Enterprise Software Solutions and Services r MIL,SOFT Utility Solutions Line Section Meter Meter Demand/KVA History Auxiliary Meter Retire> Update Meter Exchanges Reading Books Postal Fife Certification Upload &Download Complimentary Issue Tasks Service Orders Review Properties a Service>Service Orders Request Connect Disconnect Meter Change General Transfers Returns Maintenance Delete Print Service Application Transformers Work with Transformers TCB Test Report Stock Transformer List Idle Transformer List Build Transformer Load File Extract Engineering File Transformer Inquiry Delinquent Accounts Properties Delinquent Constants Penalty Constants Delinquent Constants Collection Status Codes Collection Constants Final Bill Constants Processing Delinquents Penalty Review Properties> Penalty Constants Penalties Delinquent Review Properties>Delinquent Constants Delinquent Collection Review Properties>Collection Constants,Collection Status Codes Confidential 4 Enterprise Software Solutions and Services M ILSOM Utility Solutions Work with Collections Status Updates/Print Documents Final Bills Review Properties Final Bill Constants Print Final Bill Notices Write-Offs Closing Processes Processing Daily Close Month Close Reports Month Close Informational Processing Year End Purge myJobs Properties Online Save Security Job Scheduler Other Features Prepaid Metering Net Metering Consumer Statistics Call Tracking Project Tracking Individual Letters Consumer Communications Outage Integration Confidential 5 Enterprise Software Solutions and Services MILSOFT Utility Wution5 Appendix 3. Sample Project Charter Client Project Manager TBQ Milsoft Project Manager Chelsea Dalton Introduction City of Ukiah has chosen Milsoft and their software applications to meet the City's requirements for the processing of data associated within their utility. The Project will include the installation of hardware and software,training, and support as described in the contract between City of Ukiah and Milsoft. The purpose of this Project Charter is to establish a common understanding between the Project sponsors and the Project Team regarding the goals and objectives of the Project. It defines the scope, objectives, and overall approach to the Project,stating what the Project is committed to deliver,time constraints,resources, and standards to follow through completion. The document contains the following sections: • Executive Summary: provides a high-level summary of the Project Charter • Project Scope: defines the proposed scope of the Project • Project Management Approach: defines the methods by which the Project will be managed ■ Change Management: process required to make changes to the Project that could affect either Project cost or timeline (examples. changes to training dates,additional custom requests,additional conversion requirements,delays in Project tasks, etc.) • Project organization: defines the initial human resource requirements and proposed organization for the Project The Project Charter is a statement of commitment from the Project Team to the successful accomplishment of the Project. The Project Charter will change in some way during the lifetime of the Project; however,it is the basis for evaluating any change and assessing impact on schedules and budgets. Confidential I Enterprise Softwore Solutions and Services r MILSOFT• Utility solutions Executive Summary Project Purpose This Project will begin as identified in the Work Plan and is a joint effort between the City and Milsoft. The Project will accomplish the delivery and installation of the software as identified within the Project Scope section of this document. Approach Milsoft will assign a Project Manager as described in the contract to work with the City. The Milsoft Project Manager will coordinate all work associated with the City Project and act as the team lead between the City and Milsoft Project Team. The Project will have the following major phases along with the deliverables as listed below. The deliverables listed include both those that Milsoft will be responsible for and those that the Client will be responsible for completing. Each client deliverable will be identified to the client by the Milsoft Project Manager and listed in the Work Plan: Phase Deliverables Project Initiation initial Client Training Schedule Draft Work Plan Project Charter Hosted Solution Install Hosted Hardware Configured Initial software Loaded Telnet Setup/Tested VPN Setup/Tested Client Profile Created/Tested Implementation Planning Meeting Agenda for Meeting Completed CIS Questionnaires List of Custom Requirements Bill Print Requirements (CIS only) Updated Work Plan Data Conversion Initial Data Conversion Subsequent Data Conversions Training Client Application Training Custom Programming List of required Custom For custom requests,which are under$1,500 in overall cost, an estimate letter will be sent to customer for cost approval. Far custom requests,which will be greater than$1,500 in overall cost,both a Detailed Design Document and an estimate letter will be sent for cost approval. Complete custom programming Client Acceptance Testing Practices using Milsoft software and the Client Practice Testing Checklist Customer Tests Custom in applications Go Live Incident tickets required for Go Live completed and tested. Confidential 2 Enterprise Software Solutions ond Services r MILSOFT Utility soiutinns Assumptions The following assumptions are made on the part of Milsoft as we begin the City Project: ■ The Project will use the Milsoft Work Plan, Project Charter, and other project related documents t❑ guide the project to a successful completion. These documents and methodology are included in the estimated Project Services cost. ■ The Project Charter documents the Scope of Work,Solution, Roles and Responsibilities. The Work Plan documents the level of effort, resources,tasks and deliverables for the Project. Once the Work Plan has been approved by the client Project Manager,any additional tasks or deliverables may be considered Out of Scope for this Project and will have to be reviewed by Milsoft prior to inclusions in the Work Plan. ■ Changes to the Project start date may impact the Project end date. ■ Changes to the scheduled start or completion of any tasks identified in the Work Plan may also impact the Project end date. • Client will have adequate resources to accomplish tasks as identified on the Work Plan in a timely manner to meet the planned projected Go Live Date. Confidentiol 3 Enterprise Software Solutions and Services r M ILSOFT_' 5� klttllTy SnIutIAnS '.� Project Scope Included in Project Scope The Project Scope includes the following and is outlined in detail in the agreement between the City and Milsoft. Implementation of the Hosted Solution hardware or in-house hardware. Installation of the following Milsoft Software Solutions:(SAMPLE ONLY) Consumer Information System iXp Customer Self-Service Financial Management System Third Party Integrations Out of Project Scope The following items may be considered Out of Scope for this Project: ■ Installation, updating,or modification of any software or hardware not described in the contract or in section 3.1 above. ■ Design or programming of any custom work not agreed to in the contract or identified during the Implementation Planning Meeting and subsequently agreed upon by both the City and Milsoft. • The support of any software/hardware not sold to the client by Milsoft is out of scope for this Project. Confidential 4 Enterprise Software Solutions and Services MILSOFT fJfiili�SliluSH7'l� . Project Management Approach Project Management The central paint of contact for the City Project for Milsoft will be the assigned Project Manager. It is this Project Manager's responsibility to coordinate all Milsoft resources for the City Project. They are to deal directly with the City Point of Contact on all issues or concerns and in conducting day-to-day matters concerning the Project. If they cannot be reached,any one of the other Milsoft Project Team members may be contacted or the Milsoft Help Desk. The Milsoft Project Manager will utilize the Work Plan to guide the completion of all tasks associated with the Project. Issue Management Project issues must be identified and resolved in a timely fashion in order for the Project to be brought to a successful conclusion, Unidentified or unresolved issues can slow the Project and affect the morale of those involved. Anyone involved in the Project may identify an issue, but it will be up to the Milsoft Project Manager and the City Project Manager to approve, reject,or defer the issue and to determine the appropriate resolution. If the recommended solution involves a change to the Project scope,a change request is generated. If there is an issue that could have a significant impact on the schedule or the budget of the project,this issue should be raised to the Milsoft Project Manager, and if it is found that the issue will definitely affect the schedule or budget,the Milsoft Project Manager will elevate the issue to both the client and Milsoft management. Otherwise,all issues will be handled by the Milsoft Project Manager and the City Project Manager. The process for inputting issues or requests can be done in several ways. The client can contact the Milsoft Project Manager,a Milsoft Project Team member,or the Milsoft Help Desk and a ticket will be entered. The client may also send an email directly to support@Milsoft.com. Confidential 5 Enterprise Software Sofutions and Services M[LSOFT"� Mility Snit1hom Change Management The Project Charter and Work Plan are used to define and direct Project Team efforts. During the life of a Project, any team member may request a change to the charter by completing Change Request Form. A Change Request is any request which changes the scope of the Project,as defined in the Project Charter. It is important to evaluate each Change Request and determine whether or not to approve and implement it. Some examples of Change Requests are changes that could require a change to the contract which has been signed and approved,a change that would affect the Go Live date,or a change that would affect cost. Once a Change Request is approved,it should be attached as an addendum to the Project Charter. The following change management process will be used to ensure that this Project is managed to the original scope,as defined in this charter: 1. Initiate Change Request 2. Log and Track Change Request 3. Evaluate Change Requests 4. Dispose of Change Requests Initial Change Request Any member of the Project Team or other members of the City may propose a Change Request, The requester will initiate the process by completing a Change Request Form. Proposed changes must be approved by the City Project Manager prior to the investigation of the change and its impact on the schedule and overall contract cost. The objective of the Change Request Form is to capture sufficient information to evaluate and act on each proposed change. An example of the Change Request Form and descriptions of each field are shown on the following sample form: Confidential 6 Enterprise Software Solutions and Services MILSOFT'' Utility Solutions +`7 in order to initiate a change request,please complete the following form.All sections MUST be completed. Attach to this form any supporting documentation which may assist the review of this change request. Please sign and date the Change Request Form and forward it along with any supporting documentation to the City Project Monager for review. Change Request Form Change No: Business Area: Change Requester: Project Name: Change Request Date: Project Manager: Change Urgency: (see note below) Change Description: Add a brief description of the Project changes requested. This should include any changes to resources, deliverables, timescales, and/or budgets. Business Drivers: System Drivers: List any business drivers which necessitate this List any system drivers which necessitate this change change(e.g.recent change in safety policy). (e.g. reduction in system performance, lock of vendor support). Business Impact: Systems impact: Describe the impact to the business if this change is Describe the impact to IT systems if this change is implemented(e.g.additional resources required, implemented(e.g. integration required, temporary reduce process efficiency, organizational structure dawn-rime, new systems processes required). changes required). Change Benefits: Change Costs: Describe the financial and non-financial benefits Describe the financial and non financial costs associated with the implementation of this change associated with the implementation of this change (e.g. reduced transaction costs,improved (e.g.budget required, temporary reduction in staff performance, enhanced customer satisfaction). performance). Supporting Documentation: Add any documentation references which may substantiate this change. Signature Date Note: Change Urgency Critical Requester believes that the Project cannot proceed Unless the change is incorporated. Important Requester believes that there will be significant negative impacts or major opportunities missed if the change is not incorporated. Desirable Requester believes that the benefits associated with making the change outweigh the costs, but the Project can succeed without the change. Since the aforementioned information is used to assess whether to spend the time and effort investigating the proposed change, it is critical that the requester section data be correct and provides information to allow an estimation of the investigative effort. Confidential 7 Enterprise Software Solutions and Services r MILSOFT- Utility Solutions s ' Evaluate Change Requests Both the City Project Manager and the MiIsoft Project Manager will determine the team members who need to be involved in the investigation of the request. The objective of the investigation is to determine the impact of the change on the Project. In effect,the investigator must informally scope,define,estimate,and schedule the change in order to make a before and after comparison. The results of the investigation will be documented in the Change Request Form: Deliverable Impact: What modifications must be made to existing deliverables and how extensive? Schedule Impact What happens to commitments that the Project Team has already made? Can the schedule be adjusted internally to the Project Team or do these modifications affect people outside the team? Project Resources Impact: Given the change will be implemented,who must make the modification? Consider skill, proficiency, and role requirements. Other Implications: Are there quality or financial impacts? Overall Assessment/Recommendation: The assessment and recommendation should identify the following: Z. Has the change requester identified a legitimate change opportunity,and 2. ❑o the benefits associated with implementing the change outweigh ALL costs to both this Project and any other impacted Projects? Include alternative solutions to the proposed changes that may be considered less significant in terms of impact and cost. Dispose of Change Requests Before implementation, each change request must be presented to the City Project Manager for acceptance, rejection,or deferral: • If rejected,the City Project Manager will file the request. • If deferred,the City Project Manager will determine the timing for follow-up and file the request. • If accepted, it will be assigned priority and scheduled for approval by the City Project Sponsor and the Milsoft Chief Operating Officer. The Contract,Project Charter, and Work Plan wit1 be adjusted accordingly. Confidential 8 Enterprise Software Solutions and Services r�. MILSOFr' Utility Snlutiam Project Organization The Project Team will consist of both the City personnel and Milsoft personnel with the following roles: Role/Title Description City Sponsor ■ Act as Executive Sponsor ■ Make final decisions on Change Requests ■ Provide overall guidance to the Client Project Manager ity Project Manager . Ensure issues are logged into the incident Reporting System ■ Make user resources available ■ Ensure required system constants are setup ■ Be responsible for overall Client personnel training ■ Ensure data is provided to Milsoft for conversion testing ■ Coordinate and ensure client acceptance testing is completed ■ Sign off on the Client Production Authorization Review document ■ Other such tasks as outlined in the agreement Milsoft Project Manager . Coordinate the day-to-day aspects of the Project ■ Coordinate Milsoft resources working on Project ■ Develop and maintain Project Charter and Work Plan ■ Help resolve issues and change requests ■ Work with the Client Project Manager to ensure the Project is completed on time • Other such tasks as outlined in the agreement ilsoft Application Analyst . Complete setup and system configuration ■ Prepare and conduct application training ■ Help resolve issues and change requests ■ Answer customer questions ■ Assist client in acceptance testing as needed Milsoft Product Owners ■ Responsible for the design and assignment of Milsoft programming resources to complete custom program design, development,testing, and delivery Milsoft Data Conversion Team ■ Responsible for working with both the Milsoft Project Manager and the Client Project Team to ensure any required data conversion is completed correctly and on time. Milsoft Custom Programmer ■ Responsible for following the Product Owner's instructions to create,test and send to the Client all custom programs created by Milsoft ■ Responsible for making any necessary fixes to the programs following testing by Client, retesting the programs after fixes have been made,and resending programs to the Client for retest and final approval ilsoft Technical Support ■ Responsible for the initial installation of the hosted hardware or client hardware and the initial loading of the software as per the contact ■ Responsible for assisting the client in setting up Telnet and VPN (if applicable) Confidential 9 Enterprise Software Solutions and Services M IL5OFT�'-; Utility 5nititiom i Appendix 4. Client Practice & Testing Checklist Below is a list of process and menu options for each Milsoft application. You are responsible for those applications that are applicable to your project and the associated processes and menu options that are applicable to your business requirements. For each of the process or menu option listed below,someone at your utility must perform the applicable task and verified the results are correct and the appropriate personnel understand the Set up and process flow for these functions. By verifying these tasks,your utility will minimize any issues that may arise post Go Live. Prior to Go Live,you will be asked to authorize the production upgrade of the proposed version of software using this checklist as a guide to your client acceptance testing efforts. Consumer Information System (CIS) Process and/or Menu option Yes No N/A Rate/Tax-Verify the appropriate staff understands the set-up of your rate/tax structure and can make necessary changes and additions as needed. Bill Process-Do a bill talc on at least 5 accounts in every rate your utility has and uses to ensure each calculates correctly. Verify the appropriate personnel understand the process and are able to verify and balance the reports generated during this process. This may include estimation of unread accounts and working with variance report Bill Print-Verify your bill print is working correctly for every type of account that you have and that all charges,credits or other items are appearing correctly in the correct format including alignment, messages, etc. Ensure Name and addresses are printing accurately Verify Bill print sorts and/or any outsource files that are required by your utility Bill Corrections (for pre and post converted data as applicable) Penalties/Delinquents/Collections Processing Printed Forms -Print every type of form and letter you are using today or will be using after you Go Live. Ensure the format is correct and that the information on it is correct. Also ensure the personnel who use these understand how to produce and use the letters. Letters may include: Delinquent and Collection Notices,Service Orders, Final Bill Notices,etc. Ensure Name and addresses are printing accurately Daily close- Ensure you have performed a Daily Close and it is correct and/or balanced to your live environment when running in a paralleled testing environment. Verify the appropriate personnel understand how to balance and use the reports produced. All payment programs applicable to your utility should be used and verified prior to your daily close testing. Properties-Review system constants to ensure all appropriate flags are set accordingly to how you want the system to be configured at the time of Go Live. Info Center-Ensure all inquiry options are functioning for account lookup and information displayed accurately. Enter/Edit and Search on Name and address Adjustments Entry Return Check Entry and Return Check Letters Confidential 1 ,Enterprise Software Solutions and Services f utili;ySolutions Process and/or Menu Option Yes No N/A Transfer Balances (for all applicable transactions) Apply Interest/Deposits Apply/Refund Deposits/Memberships Refund Credits to(AP)Accounts Payable Charge Off Small Inactive Balances Transfer Prepayment Contract Cash Drawer -Payments/Open&Close/Audit/Balancing Take multiple payments through cash drawer. Be sure to take payments for all cash types using the other AR check box. Verify receipt print. Bank Draft Processing and ensure ACH file is acceptable by bank Recurring Credit Cards Processing Batch Payment Entry (including Remote Payment File, if applicable) Miscellaneous Cash Entry Self-Bill Payment Entry/Correction Cards Deferred Deposits/Payment Processing Project Tracking Call Tracking Outage Integration Service Orders-Create all types of service orders—connects,disconnects, generals,meter changes,transfer, new service and service 9. Verify that you can maintenance and delete an order. Print multiple service orders and verify the print. Return several service orders using all scenarios including load management devices,security light and aux meters. Landlords—Set up and service order processing Service Application Print WO/SO Tracking processing Print Labels Reading Entry and maintenance Account Maintenance—all applicable options have been reviewed Location Maintenance Meter Maintenance(Demand,Aux, Retirement, Meter Changes) Consumer Statistics Water Tank Maintenance Reporting—Ensure all applicable reports are accurate and accessible Transformer Inquiry and Maintenance AM)Set up, maintenance and processing for reading uploads (may include handheld devices,AM system integration or reading file uploads) Net Metering—Enter/Update and bill calculation Prepaid—Enrollment, daily reads and talc,notifications, maintenance Bypass Billing Queues Ensure you have tested and approved any unique requirement mandated by your state/province or other governing agency. Performed a Monthly Close and it is correct and/or balanced to your live environment when running in a paralleled testing environment. Verify the appropriate personnel understand how to balance and use the reports produced. Year End Processing—Understand the applicable menu options that will apply and when they can be taken in order to complete processing. Confidential 2 Enterprise Software Solutions and Services M I LSOFT` Utility 5nlutinric �S Process and/or Menu Option Yes No N/A Ensure you have tested and approved any customized processes or menu options required by your organization Refund Credits to Accounts Payable(AP iXp)creates AP vendor and invoice correctly and account history is updated with vendor/invoice information Month Close Entries are suhmitted to GL iXp and creates applicable journals with correct entries without exceptions Consumer Inquiry is accessible and all function keys work properly If Miscellaneous AR(MAR)interfacing is turned on,verify Misc.AR account payments made through cash drawer are posted to the MAR account. If Miscellaneous AR interfacing is turned on,verify Misc.AR account information is accessible from CIS(if MAR flag is on to interface with CIS) If Miscellaneous AR interfacing is turned on, invoice processing in MAR transfers the charges to the CIS account correctly(Billing account must be on Misc.AR account setup). If interface for Service Order/Work Order Tracking is in use,verify service order and work order flow is working properly. If interface for Service Order/Work Order is in use,verify work order is created correctly from the service order. Ensure you have tested and approved any customized processes or menu options required by your organization where CIS interfaces to FMS or WMS or Misc.AR modules. Confidential 3 Enterprise Software Solutions and Services r M 11.SOFT`'Utility Solutions Miscellaneous Accounts Receivable(Misc. AR) Process and/or Menu Option Yes No N/A Properties-Review system constants to ensure all appropriate flags are set accordingly to how you want the system to be configured at the time of Go Live. Set up new and/or maintain transaction codes Set up a new account for Miscellaneous Charges and/or Loans Info Center-Ensure all inquiry options are functioning for account lookup and information displayed accurately. Charge Entry—know how to key regular charge entry, recurring charge entry, and/or resale charge entry for invoicing, Run invoices and statements and verify data is accurate and layout is formatted correctly. Process Loans—Ensure appropriate personnel understand how to process Bank Draft Processing and ensure ACH file is acceptable by bank Change Tax Percent Payment Entry—Verify batch payments are posted to correct account valances updated Transfer Balances (for all applicable transactions) Post to GL--Ensure appropriate personal understands how to process entries to post to GL on demand Write Off Inactive Reporting—Ensure all applicable reports are accurate and accessible Performed a Monthly Close and it is correct and/or balanced to your live environment when running in a paralleled testing environment. Verify the appropriate personnel understand how to balance and use the reports produced. Year End Processing—Understand the applicable menu options that will apply and when they can be taken in order to complete processing. Ensure you have tested and approved any customized processes or menu options required by your organization Confidentiol 4 Enterprise Softwore Solutions and Services NII so -_. Utility solutions 1.1 N Appendix 5. C15 Reports Milsoft provides extensive reporting capabilities and looks forward to sharing more details on the available reports. We are including a small sampling. Reporting is not limited to our current robust system-defined capabilities. Utility-based reporting capabilities reside throughout our system to create specific reports as required. I. Prebuilt Reports—these are reports that come standard with all installations of our software.We are consistently adding to these based on common usage and need across the industry.These also include any reports required by Federal Law, and in some cases State Law. 2. Configurable Reports—Within the financial system there is a lot of powerto configure reports to show what you want,how you want.To alter from the pre-built reports requires some configuration within the tools of the system. 3. Custom Reports—These are different from configurable reports in that they require work to be done outside of our software. Either we can build them for you, or you can use any number of 3rd party report building tools to do so.Our database is built on ODBC standards so that it will work with almost all report writing software. Accessing reports can be done on the fly or pre-scheduled,and can be done individually or in batches. Additionally, reporting is as real time as the data in the system. Individual reports are accessed from a drop down menu and are viewed within the normal software interface. Batched reports generate PDFs to a file that can then be viewed in a browser or POF viewer. Report approval processes are also available if you require them for your processes and workflows. All reports can be exported to Microsoft Excel and often Word or Access,when appropriate,based on the content. Most Customer Information System reports can be processed from the Reports Menu Tree. • Month Close.All reports that are used during the Month Close Balancing Process are found on this Sub Menu. • Detail Transactions By Batch. This menu option allows printing detail payments or adjustment transactions for a selected batch number. A report is produced of payments or adjustments for the selected batch.After Month Close Complete has been processed, records for the closed month are no longer available for printing • Detail Transactions By Date.This menu option allows printing detail payment or adjustments transactions by selected dates.A report is produced of either payments,adjustments, miscellaneous or all three for a selected date.After Month Close Complete has been processed, records for the closed month are no longer available for printing. • Accounts Receivable Control Register. This report lists all transactions through a selected date,or the date that you are closing.Transactions are grouped by batch and type. • Monthly Adjustments By Account. This menu option produces a detailed report in account number sequence of ail adjustments that have been entered. After Month Close Complete has been processed, records for the closed month are no longer available for printing. • Monthly Adjustments By Type. This menu option produces a detailed report by account number within adjustment type for all adjustments that have been entered for the specified month. Subtotals are printed by adjustment type. After Month Close Complete has been processed, records for the closed month are no longer available for printing. Confidential P Enterprise Software Solutions and Services MIL50FT- r: Utility Lniui ion t I • Monthly Adjustments By GL. This menu option produces a detailed report in account number sequence within General Ledger number, of all adjustments that have been entered for the current month. Subtotals are printed by General Ledger account. After Month Close Complete has been processed, records for the closed month are no longer available for printing. • Monthly Payments By GL This menu option produces a month to date report of payment transactions in general ledger account sequence. Information printing on the report includes the bank general ledger number, reverse general ledger number,account number, name,transaction date,batch number and the amount.Total by general ledger number and bank are also given. • Monthly Payments by Account.This menu option produces a month to date report of payment transactions in account number sequence. Information printing on the report includes consumer account number, name, accounting date transaction date, batch number, bank general ledger number,the reverse general ledger number and the amount. Total by general ledger number and bank are also given, • List Charges Billed by GL Account.This report will print current month adjustments, current month billings,or both.You can produce this report at any time in detail or summary. Both the current month adjustments and the current month billings summary reports will also print at Month Close, or from Preliminary GL Journals. ■ Detailed List of Bill Corrections.This menu option produces a report of all adjustments generated. • Deferred Payment Control Register. You will use this report to balance your month. • Deferred Deposit Control Register.You will use this report to balance your month. This report will show you detail by account including deposit amounts,paid to date,transfers,refunds and remaining due. • Deposit Control Register.A summary version of this report is produced at Month Complete.You will use this report to balance your month.Information such as:beginning balance, added this month, refunded/applied, adjusted and ending balance for both deposits and interest is listed on both the detail and summary version of this report. ■ Membership Report.This report produces a list of accounts with memberships. ■ Tax Detail and Summary Reports.The Tax Detail Report includes: account number,service, RSP, tax districts,sales, usage,tax amount,taxable amount and exempt amount per account number. The summary report is by RSP of all tax districts. This report includes: RSP,service,tax district, sales, usage,tax amount,taxable amount and exempt amount by RSP. • Contract Prepayment Register.when you select this option a report of prepayments by customer account number will print. Information on the report includes account number, name,contract amount, contract date, contract number,beginning balance,added amount,adjusted amount, applied amount and ending balance. • Monthly Billing Register.This menu option produces 3 reports of accounts billed during the month. The first report is a list of books that billed during the selected month,the second report is bill register totals and the third report is bill register totals by RSP. • List Other Charges Register.This menu option produces a report of all other charges billed for the accounting month that are setup as other charges. ■ Memberships Issued/Refunded Register.This menu option will produce a report of memberships that have been issued and/or refunded memberships for the month being closed. The program will look at the daily transaction file and the other charge file to find records that match the membership general ledger number in the constants. • Selective Aged Register.This menu option produces an aged report of all accounts or selected accounts. • Print Rate&Revenue Summary:This option prints a Rate and Revenue Summary (131-0325) • Preliminary GL Journals:The following Reports are produced from this option: Monthly Cash Summary Control (13L0209), Miscellaneous Entries(13L0211), Rate and Revenue Summary Con/identiol 2 Enterprise Software Solutions and Services MILSOFT tltility Snitrtinnc (BLO325),Charges Billed by GL Number-Adjustments (1110320), Charged Billed by GL Number- Billings (BL0320), Preliminary General Ledger Journals by Account (BL1003), Preliminary General Ledger Journals (131-1002). ■ Patronage Report:This menu produces a report of Yearto Date Patronage totals per service. This report includes: Revenue Rate,Coop, G&T and Other totals per service. • Collection Agency Report of Accounts.This menu option produces a report based on accounts that have been turned over to a collection agency. This report will give you totals of accounts and dollars for each separate collection agency that the utility is using and a total page which will give the total amount of dollars and total number of accounts for all collection agencies. • Billing Statistics ■ Tax Report Based on Receipts • Missouri Tax Reports • Billed History • Labels • Alphabetic Consumer List • List In Stock Meters ■ Meters Not Read by Company since date • Estimated Accounts • Disconnected Security Lights • Annual Accounts • Budget Accounts ■ Energy Assistance Accounts • Other Deposits • Current Potential Transformer Exceptions • Out of Balance Report of Accounts ■ Batch Out of Balance Report • Meter Re-verification ■ Print Meter Sheets • Print Customer History • Print Rate Chart • WO/SO Tracking Reports • All Open Service Orders • Recent Accounts Payable Refunds • Net Metering Register • Net Metering Statistics • Inactive Accounts With Usage • Active Meter With No Usage • Today's Reading(kWh) Less Than Yesterday's • Today's Demand Less Than Yesterday's • Return Service Order Report ■ Net Metering Report • Statistics • Register by Usage Summary • Register by Account • Breaks in Line Model • Difference Line Model to CIS • Consumer Messaging Metric Confidentiol .3 Enterprise Software Solutions and Services All ILSOFT. Utility Solutions Appendix 6. Sample Data Conversion Plan 1.Document Control The purpose of a Project Data Conversion Plan is to define Customer and Milsoft's approach to the data conversion effort. The data conversion process moves historical data from the City's existing system into the Milsoft system. This historical data set includes data critical to the successful operation of the Milsoft iXp system, plus data required to meet Customer's business needs. 1.1 document Approval Signoff Sheet DOCUMENT APPROVER(S): The following signatures represent the understanding and approval of the approach for the Data Conversion Plan for the Milsoft iXp project.The signatures also signify that this documentation has been reviewed for internal consistency and is ready for implementation. Name of the Approver Title Organization Signature Date Remarks (if any) 2. Special Notes This section shall contain any general information that aids in understanding this document. 3. Introduction 3.1 Data Conversion Objectives The following are the main objectives of data conversion from the current legacy AS/400 system: To convert relevant data from Customer's existing system in order to provide the desired data for system functionality, interface and reporting requirements on the Milsoft iXp system. Minimize occurrences of redundant data • Improve the quality of data on the Mllsoft iXp system by validating data through edit checking ■ Store historical data in a format that will ease user accessibility and querying capabilities Provide a means for more flexible rate structures • Assist in moving Customer into the future with a software solution that meets the ongoing needs of the utility market as it evolves. 3.2 Data Conversion Scope The scope of this conversion will primarily focus on converting 24 months of historical billing data. In some cases,other filtering will take place regarding what status codes and zero balances not to convert,etc. Overall, only data,which is needed for day to day business operations,inquiry, or system functionality,will be converted into the new iXp system. 3.3 Conversion Process overview On the initial and at least some of the subsequent conversions, data will be scaled down from current Billing Master file. This will be performed by executing an initial program associated with an entry screen, where parameters will be keyed in for selection of date ranges, number of records to select for conversion,etc. Other Confidentiol 1 Enterprise Software Solutions and Services M ILSOFT 1ltiiity 5niut+nos .', selection logic will also be hard-coded within the program. The initial file created by running this program will be used to determine which records to convert for all of the other conversion files as well. A process will also occur where we increase the number of conversion files to populate, based on Milsoft's recommendations and Customer's needs. A conversion instance will be created of Customer's current system data as it stands at the time of conversion, so parallel testing can be performed on certain functional areas. Other instances may also be created,for purposes of savi n g trai n i ng data or other needed data. 3.4 Data to Convert The following provides the general outline of the major data items that are to be converted. Definition of the specific attributes(e.g. customer SSN,address,status,etc.)of these data items is identified in the data mapping documentation. • Customer and account information • Service address and location information ■ Etc. Data Not to Convert ■ History beyond 24 months • Employer information ■ General service orders • Etc. 4. Assumptions ■ There is a single data source. Data from other sources is not included in the scope of this plan. ■ Customer will provide resources to perform any legacy data cleanup as errors and omissions are identified in the legacy data. ■ All legacy data will be converted all at one time before the go-live date. This plan does not support an incremental conversion approach. • Data conversion must be repeatable, documented, and verifiable to support a financial audit. Customer's internal auditors are required to verify that the migration of financial information from one business system to another is accurate within general accepted accounting practices. The data conversion process must be structured and executed to support such a review. • Month end processing will be completed on the current system before the final go live. • Conversion financial verification and balancing shall be between the current system and Milsoft iXp system. 5. Risks and Contingency Plan 1) Milsoft will be available to correct the conversion software errors and reload the data into the Milsoft ixp system. 2) Customer's Core Team to perform an internal audit of converted data. Functional experts may be utilized to perform an internal audit of the converted data. 3) Milsoft will have the Conversion Analyst assigned to the Project available to handle any errors or issues with the conversion throughout the entire final conversion process. 4) Customer's existing system will be available for consumer inquiry during conversion. All payments, service order requests, and account maintenance will be manually tracked and entered into the Milsoft iXp system after the conversion process has been completed. Confidential 2 Enterprise Software Solutions and Services r MILSOFT•:;_; �i•�i;•. Cn!r+inn• • 6. Data Conversion Requirement Specifications ■ Software and hardware requirements will be shared with Customer prior to conversion. • Security will be based on user profiles created. • Data backup requirements, including libraries to be saved for reference or to refresh conversion libraries as needed. 7. Data Conversion Strategy Customer's approach to data conversion is to convert all data in one conversion process for go-live, The project does not support phased in or incremental data conversion. Data conversion is a process that runs throughout the duration of the Milsoft CIS project. However,there are several distinct stages that the process progresses through. Major steps with the process are: 1) Plan what is to be converted and how it is to be converted and validated. This document and the business rules is a result of this step,this plan defines the general approach and scope of the system conversion effort. 2) Cross-reference source data fields to the comparable location in Milsoft Np system. The mapping effort documents 3 major items; (1)the legacy data to be converted;(2)the conversion table where the data needs to be stored for the conversion process;and, (3)where within the Milsoft Np database converted data is stored. This is documented in the Data Conversion Mopping Document. 3) Define the rules by which legacy data is to be converted. This is documented in the Conversion Was Document. 4) Write data extract programs to move data from the legacy system for input to the conversion process. This will be done for the data identified in the Dota Conversion Mapping Document. The selection criteria and processing will be defined by the Conversion Rules Document. These extraction processes will also produce reports that provide control points for verifying the extracted data matches the legacy source data. 5) Run the data conversion as defined in the Milsoft Do to Conversion Guide. This process produces data conversion error reports and data integrity reports,which need to be reviewed to verify the accuracy of the data conversion. These reports also provide record counts,error counts, number of records written,and number of records updated. The counts on these reports must be balanced before continuing with the conversion. 6) Define and develop conversion control,verification and financial balancing procedures. This step is to be done by Customer to define control procedures required to assure the completeness and accuracy of the conversion process. This verifies that the appropriate legacy information was converted,and these procedures confirm the accuracy of the financial information so the process can pass an internal financial audit. 7) Test conversion process on a sample data set until the process is complete and verified. During initial development,the conversion process is tested against a representative sample of legacy account data to cover a large variety of account scenarios. Using limited data for this step allows for an efficient and timely means of detecting mapping or programming errors. This is repeated until all significant errors have been corrected. Confidential 3 Enterprise Software Solutions and 5ervire5 ,1� M IISOFr...�; Utility Solutions 8) Test conversion process on a full-scale data set to verify accuracy and performance. Full scale testing provides a more comprehensive assessment of the conversion process. It also allows the testing of execution performance of the process to assist in developing a go-live conversion schedule. Financial balancing and controls are also validated. This is repeated until all significant errors are corrected and performance objectives have been met. 9) Test CIS application on converted data to verify data is complete and accurate. This assures that the legacy data has been converted in a manner that is sufficient to support the production operation of Milsoft CIS. Sign-off of successful completion of acceptance testing represents recognition of the completion of the extraction,conversion to Milsoft,and control validation steps of the conversion process. 10) perform conversion process for go-live. Conversion plan procedures and controls developed and tested during the previous steps are performed. 7.1 Conversion Roles and Responsibilities Conversion holes and Responsibilities Step Title Lead Description 1 Conversion Plan Customer CIS CIS Core Team are responsible for drafting the Core Team original conversion plan with input from Milsoft. All participants will review and approve the final plan. 2. Data Mapping Customer Data mapping requires the participation of the entire Milsoft CIS team. CIS Core Team will lead the effort and provide core team expertise in identifying legacy data, access methods for the data,and legacy data dependencies. Current vendor is responsible for defining file structures for the extracted data. Milsoft will provide expertise on CIS data requirements and data structures. The CIS Core Team will provide the business decisions regarding the type and amount of data required. All participants will review and approve the final Data Conversion Mapping Document. 3. Business Rules CIS Core Team Defining data translation rules also requires involvement from all participants. Current vendor will lead the effort and will provide expertise regarding the content of legacy data. Milsoft will provide expertise on Milsoft ClS data requirements. The CIS Core Team will provide the definition of Customer specific control table definitions and will make the business decisions regarding the translation of data. All participants will review and approve the Business Rules Document. Confidential 4 Enterprise Software Solutions and Services r MILSOFT Conversion Roles and Responsibilities Step Title Lead Description 4 Extract Programs Current Current Vendor is responsible for the development Vendor and testing of the legacy data extraction programs. These programs will be developed in accordance with the approved Data Conversion Mapping Document. S Translation Milsoft Milsoft is responsible for the development and Programs testing of the legacy data translation programs. 6 Balancing CIS Core Team CIS Core Team is responsible for defining and Procedures developing control procedures. 7 Conversion Data Current Current Vendor will load and run the extracted data Load/Run Vendor into the Milsoft Conversion programs,which will populate the Milsoft production tables. Milsoft will provide the data load tools and associated training to prepare Current Vendor for this task. 8 Test using CIS Core Team The CIS Core Team will have responsibility to select sample data 1 Current the appropriate sample set of data. This CIS Core Vendor Team is also responsible in coordinating the testing of the conversion process on this sample data. Current Vendor is responsible for scaling the sample data and for assisting with testing and identification of extraction or translation error. Current Vendor is also responsible of correcting defects in the data conversion programming. Milsoft will provide consulting services as requested. 9 Full-scale testing CIS Core The CIS Core Team and Current Vendor will lead the Team1ACS full-scale testing effort. The CIS Core Team is responsible for conducting the testing and for verification of the conversion control procedures. Current Vendor will support the testing effort and is responsible for correct defects found in the data conversion programs. Milsoft,when requested,will provide consulting services. 10 Acceptance CIS Core Team The CIS Core Team and ACS will lead the acceptance Testing /Current testing effort. The CIS Core Team will conduct the Vendor testing and is responsible for verification of the conversion control procedures. Current Vendor will support the testing effort and is responsible for correct defects found in the data conversion programs. Milsoft, when requested,will provide consulting services. 5 Enterprise Software Solutions and Services M I L507' Conversion Roles and Responsibilities Step Title Lead Description 11 Go-live CIS CORE Current Vendor will perform the data conversion Conversion TEAM/ process. The CIS Core Team is res ponsi bl e fo r Current conducting the data conversion verification and Vendor determining if data conversion has met the go-live criteria. 7.2 Data Volume to be Converted ITEM DATA ELEMENT VOLUME METRICS 1 Customer and Account 1) All active legacy customer records will be converted Information 2) Inactive accounts with a balance 3) Inactive accounts with history within the last 24 months. Account information includes such items as names, addresses,tax codes, rate codes, mail sort codes, and credit bureau codes. 2 Membership Information Membership fees for customers being converted. 3 Service Addresses and All in-service legacy service locations will be converted. location Information Location information includes such items as map numbers and substations. 4 Meters All meters whether in inventory,installed, or retired will be converted. This also includes ERT meters 5 Meter History 24 months of history information will be converted. 6 Meter Exchanges All current meter exchanges will be converted. 7 Meter Test History 24 months of meter tests will be converted. 8 Load Management All installed load management switches will be Switches converted. 9 Consumption(Billing) 24 months of billing history will be converted. History 10 Payment History 24 months of payment history will be converted. 11 Adjustment History 24 months of adjustment history will be converted. 12 Comment History 24 months of comment history will be converted. 13 Demand History 24 months of demand history will be converted. 14 Unbundled Charge History All unbundled charges will be converted. 15 Credit History 13 months of credit history will be converted. 15 Returned Check History 13 months of returned check history will be converted for customers being converted. Confidential 6 Enterprise Software Solutions and Services MILSOF =_ ITEM DATA ELEMENT VOLUME METRICS 17 E-Check/Bank Draft All E-Check/Bank Draft information for active accounts Information and accounts to be final billed will be converted. 19 Life Support Accounts All active life support accounts will be converted. 21 3`d Party Delinquency All active 3" party delinquency addresses will be Notifications converted. 22 Temporary delinquent and All temporary delinquent and collection penalty exempt collection penalty information for customers being converted will also be exemption converted. 23 Disconnect for non- All active Disconnect for non-payment flags will be payment Flag converted. 24 Outstanding receivables by All legacy-aged receivables will be converted. age 25 Deposits and accrued All legacy deposits and interest will be converted. interest liability 26 Pending Service orders All legacy pending service orders with the exception of General service orders will be converted. 27 Excess Facility charges All active facility charges will be converted. 28 New Meter Reads Ail legacy new meter reads will be converted. 30 Write Off Balances Legacy accounts written off with a balance due will be converted, 7.3 Conversion Testing Approach The data conversion process uses four major testing stages. Throughout the data conversion testing process,each stage must be documented either as correct,or what corrections are necessary and what the impact will be on the subsequence stages. Each stage is repeated during every execution of the data conversion process. These stages are repeated until the results indicate the data conversion process is accurate enough to support acceptance testing and go-live. The first stage is to test extract all of the required data from the legacy CIS database. Reports generated by the extraction programs are used to verify that the extracted data is consistent with the source legacy data. Audit reports from this extraction effort are validated against either normal production reports or ad-hoc reports from the legacy AS/400 CIS. This will also format the data into the form required by Milsoft conversion tables. The second stage is to run the Milsoft conversion programs. The Milsoft Data Conversion Reports in this stage identify data values that are not consistent with the Milsoft database definitions when converting data from the ASCII text file. Examples of these errors would be as follows: A numeric field containing non-numeric data,trying to write a duplicate record,a zero account number, or no name on an account. In the case of critical errors,it may be necessary to correct the files being converted, reload them, and then reconvert. The Milsoft Data Integrity Reports in this stage provide counts of accounts by meter read books and billing rates. They also check the accuracy of the Master,Location,and Meter files. Examples of these errors would be as follows:The same meter at 2 active locations,or the same account on 2 active locations, ❑r a discrepancy as to the meter number installed at the location. The Data Integrity Reports must be error free when going live. Control procedures will also be defined to validate that the loaded data is consistent with the legacy source data. These control procedures verify financial Confidential 7 Enterprise Software Solutions and Services MILSOFT' ij hty SoIorionq accuracy as well as the quantity and type of data loaded. If there are any discrepancies,t ey too are documented and corrected. The third stage is data validation. A sample set of accounts will be used to validate that on a field-by- field basis the Milsoft Database data is consistent with the original legacy data or how it should have been translated. All data errors will need to be documented for correction. The fourth stage is acceptance testing. This will test additional data not uncovered in the sample set of accounts, iXp functionality, ❑r set-up problems. Any issues need to be documented for correction. 7.4 Data Verification and Validation There will be two methods to perform data validation of the Milsoft iXp System. The first will be the use of a sample set of accounts. These accounts can be verified field by field with their corresponding original legacy account. The second method is the execution of the acceptance test plan. Acceptance testing using converted data will test additional fields that may not have been encountered in the sample set of accounts. 7.5 Financial Balancing Audit control reports will be created so that the financial totals can be verified with the current system. 7.6 Data Conversion Acceptance and Criteria The goal is 100%accuracy in all converted data; however,customers normally defer defining specific acceptance criteria until same preliminary data conversion testing can be accomplished. Customer will define conversion acceptance criteria and Current Vendor and Customer will reach mutual agreement upon the acceptance criteria no later than 60 days prior to the go-live date. 7.7 Programming Standards • File/program naming standards + Logic structure standards. All conversion programs will produce a flat file. ■ Commentary standards. All programs will have a summary of conversion objectives. ■ Program document standards. Some selection logic will be hard-coded within the conversion programs. ■ Error message display standards. The Milsoft Data Conversion Reports identify data values that are not consistent with the MIIsoft database definitions when converting data from the ASCII text file. The Milsoft Data integrity Reports check the accuracy of the Master, Location, and Meter files. • Other standards. 7.8 Conversion Program Audits and Reviews Conversion program audits and reviews will be conducted by the CIS Instance Administrator Ito be determined)to ensure programming standards established above are implemented throughout the Cis Project. 8. Appendices Appendices may be used to provide information published separately for convenience in document maintenance(e.g.,charts, classified data,documents from Customer/Current Vendor/Milsoft).As applicable, each appendix sha11 be referenced in the main body of the document where the data would normally have been provided.Appendices may be bound as separate documents for ease in handling.Appendices shall be lettered alphabetically(A, B,etc.). Confidential 8 ,Enterprise Software Solutions and Services MILSOR Utility solutions Appendix 9. Invoice Cloud Engage more customers and increase online payment adoption by 100% or more by integrating Invoice Cloud's simple, consistent true SaaS platform with Milsoft. Invoice Cloud and MiIsoft's jointly developed Customer Portal combines the best features of all platforms to deliver a seamless customer experience to the City of Ukiah.Your customers can use one all-purpose interface to self-service set up and link their accounts, request utility service, and pay their bills,as well as enroll in AutoPay,paperless billing, and Pay by Text—all requiring no action on the City's part. Invoice Cloud delivers a simple, out-of-the box solution with a partnered integration with your Milsoft billing system,quick and easy implementation, and a proven interface that increases e-adoption:the measure of how many customers use a billing and payment solution. E-adoption is the only metric that can demonstrate which solution customers prefer,and Invoice Cloud provides the industry's highest average e-adoption increase of 119%and 2.8x more paperless enrollments in the first year of service alone.This e-adoption only grows year- over-year as we improve our true SaaS solution on your behalf.Higher e-adoption means our system is easier to use,has the most comprehensive set of features for flexibility,and has the best interface and marketing techniques to drive usage (Figure 1). 1199yo 2.8X INCREASE INCREASE IN F-PAYMFNT IN PAPERLESS ADOPTION ENRdtirgCNT Figure 1.Invoice Cloud's Average First Year Adoption Increases.Our clients typically see their e-payment adoption and poperless enrollments double in oniy an year after integrating invoice Cloud with rhea CIS. As more of your customers use our platform and switch to paperless billing,AutoPay,and other features of our solution,the City saves time and money, having more of both to pursue other business ventures.As you know, there is a significant cost to handling paper bills and physical payment instruments (i.e.,cash and checks). But, the City also saves operational costs when more customers automatically pay their bills on time every month, spending less on collection efforts,extra communication, and shutoffs. The City of Ukiah can expect similar (or better!) e-adoption through Invoice Cloud's 4Cs of a successful EBPP. Confidential 1 Enterprise Saftwore Solutions and Services M I LsvFT_ Utility Solutions ';� 1. Cloud: Continually add new payment options, communications methods, and increased security through Invoice Cloud's True SaaS updates. • No special City hardware or PCI measures required: Invoice Cloud is an entirely off-premises solution, including sensitive payment information. ■ Unlimited customer capacity: invoice Cloud's entirely off-premises solution is hosted on an industry-leading third-party data center provider, Microsoft Azure, allowing us to deploy additional capacity at any time. Future-proof your payment experience by always being on our latest version:City never waits in line for individual updates or patches because 100%of Invoice Cloud clients always access our latest version. • Turn on any new functionality the same day of IC release with the flip of a switch: Invoice Cloud's SaaS delivery of updates allows for rapid deployment of new options as the payments industry evolves. The architecture of an EBPP platform has a big impact on the ability to roll out new functionality quickly(and future proof an organizations'EBPP platform),implement/integrate quickly, and provide best in class customer support.The City always stays up to date by integrating Invoice Cloud's true SaaS platform with your Miisoft system.The City and customers always access the latest technology,functionality,features,and security throughout the life of our contract—eliminating the costs of hosted "SaaS" platforms like fee increases, IT resource hours, and higher risk of falling behind current security standards.With Invoice Cloud's single code base,we respond faster to cyber threats for our entire client base, including the City,than other platforms that require individual patching and updates. Invoice Cloud simplifies payment processor management by shouldering nearly all IT processes and upgrades on your behalf.We keep our system up to date through true SaaS delivery of new features and security updates. With IC's true SaaS platform,the biller always receives access to a I I new features as we release them, no updates or patches required (Figure 2). No need to upload patches and upgrades Single Instance, Multi-Tenant, to each individual client site, which drives Software as a Service (SaaS) service levels and delivery of new features! 44444QQ � QQQQ � Q a Figure z.IC's Single Instance,Multi-Tenant SaaS Platform.IC updates a single stack of code,and all clients,including the City,receive enhancements immediately without upload patches or upgrades. Confidential 2 Enterprise Software Solutions and Services MILSOFT' Utility Solutions .y When we release a new enhancement,we update a single instance of our platform and then give each biller the opportunity to opt in through remote activation.True SaaS means that your customers log into the latest, greatest,and most secure version of our payment portal every time they pay their electric bill. For example: when Invoice Cloud added the option to pay with and save mobile wallet payment methods like Apple Pay and Google Pay,all 2,100+IC clients received this ability the day of release(Figure 3). Apple Poy Google Pay -- C - 7_111m,11-0 Figure 3.Mobile wallet simplifies the customer experience to make paying easier than ever.Autornotic true SoaS updates delivered secure,fast payments through Apple Pay and Google Pay to 100%of our clients on the day of release. Z. Connect: Receive payments faster through invoice Clouds real-time Integration to Milsoft. • Integrate Invoice Cloud with Miisoft within 90- 120 days • Embed Invoice Cloud as an SS❑interface with Miisoft so seamlessly that your customers cannot tell the difference between the two portals ■ Mitigate double and partial payments by always displaying the latest balance to customers • Improve reconciliation through real-time updates to customer records by receiving automatic, to-the-minute customer account updates,as well as AutoPay and Paperless enrollments,via real-time API updates The level of integration (connection) impacts how much of the back-office management of an EBPP platform will be automated.A deeper connection between the EBPP platform and billing software saves times and money. The City receives more reliable data in real-time through Invoice Cloud and Milsoft.We partner with Milsoft for more than a dozen shared clients, leveraging the best parts of all systems to efficiently automate processes, share data in real-time,synchronize haw that data displays for the City and your customers,and integrate quickly with no risk of delays. Our platform always reflects the latest data in your Mi[soft software via a deep integration,reducing administrative work for staff and sending intelligent communications to drive customer self-service. Confidential 3 Enterprise Softwore Solutions and Services r M I LSOFT" Urility Solution, We share data with Milsoft in real-time through APIs.We receive and refresh billing data from Milsoft using our Real Time Data Refresh (RTDR)APIs and returns payments,paperless,and AutoPay enrollment flags using our Data Pump,a proprietary electronic handshake that delivers 100% data integrity(Figure 4).This synchronization eliminates double payments between payment and batch transmission as well as all manual processes to track enrollment in various payment processes like AutoPay and Paperless billing.This means a simpler payment process for both the City staff and customers. Core Billing r InvoiceClaudy Platform "Vow rl r,�. c,Rw•+. '+�mt Amount ael��eritt �r w� WSW" "rBank 9..10421 S5873 �"'6 OK +e:Gv O uif AM��_- Figure a. IC's Unique Data 1.:Sr4- 0_W" —...__ ,lug—`" x P a Pump Maintains 100/ LM-N!w '•4h nFr:l °i Fr*c•.a" ,-w.a �r�a ,u�o.--r: a� x P au Data Integrity with =e: 5MFI w.-A. t � SA:G+I M+sa+ s"cc sa:�r-q toe C. x r7 V, ,� Milsoft. The City views the lau-l e 7VOSN_ C�C� S41A+lt rr POOP 4e x p rarest data on payer oN au M03:1- LG="1 4'195 S 4r]'1 Y-S accounts in every report or search. We also integrate via secure single sign-on (550)with Milsoft,providing our payments at enrolled customers' convenience with one log-in.This helps the City improve adoption of e-payments by customers who have an established account with Milsoft and enjoy the benefits of their portal,with no additional Iog in required. IC has extensive experience with 55❑ integrations with more than 75 live SS❑clients today. Confidential 4 Enterprise Software Solutions and Services r M 1L51OFT` Milsoft and Invoice Cloud jointly created a seamless experience through iframes,which embeds our service within Miisoft's and matches the style, color schemes, and branding of their portal(Figure S).Clicking on link like AutoPay, Paperless,or Account History opens those Invoice Cloud screens within the same platform. Enterprise © UtiJties +� - cmp p.-+wra wwae�.n rlwlry nyMl.■■wn.hFa6,Gr cap.P�q ana nsarq n.x+c«,b - - �d r•.• -::rnCl S Pal" +vv►:oso wt t.a k u— yrF+ jo X TIYan ray., Y .f lay Pae..'w laa.+cmrs� ra.,y.w..r•.yr.nr�N t+nr�r�wr ra kF pl�llp M�ln Laara�e�p �� Waa.nalrq M 111r r Etll K%�T Av#iw*Hyrnafq mothpW M C.w.~ tivu era? 1!! PaYwWA g Pdblyle. TW AG-0006 Ytl M WF"Ia P ara Pay Fyl1 a VWM$.77t 73 �Fn Pgwrwt Pay 0"1 Dw3 72 }wlon Paw br U.1 'ray Other RInOYrP i Canrwx.cr A9767x;a,reuueM• - J Pgo W Wr Pry■y Tyd r1 peat"M&O.; A ;Soo UP" N.A...I>ar.a ® L%Uxw am dara rain mar Avph ypu"W co our of hm air ar sry WN w rplytrq SrpC b Yy Tk a moon*r Wad ft—+mate:tw TM HELP tfr ogre aaoarlrlar r ouap!Ma"r[y"errs<"vY d aamfts ■ al rNiI SmWa Taco is n m uelt to aeuym n 1paeMsa IrusLlps� Figure S.Invoice Cloud's iframe-embedded SSO integration with Milsoft.SSa outomaticafly logs customers into both the City's CSS and Invoice Cloud into one ccm pie rely seamless and secure payment experience. 3. Convert: Increase operational savings in both time and money through streamlined customer self-service • Save time and money by eliminating processing by City staff ■ Improve customer satisfaction and adoption rates by optimizing self-service enrollment,saving payment methods, and more • Improve customer satisfaction and reduce escalations by logging in as the customer and retracing their payment or enrollment steps,sending text and email links to payments,and more. Confidential 5 Enterprise Software Solutions and Services M ILSOFT 'I., utility SOIL]TiOn5 i The purpose of an EBPP platform is to drive conversion to self-service e-payments and decrease customer calls. The ease of enrollment of the payment/reminder options,as well as the ease of paying through the various channels determines the number of payers who will use them.The City converts more payers to electronic payment methods by replacing manual processes with Invoice Mud's automated self-service options,like AutoPay and paperless billing enrollment. Invoice Cloud designed our payment process to engage customers at existing contact points to present opportunities to self-service enroll in payment services and reminders (Figure 6 and Figure 7).We also provide tools to CSRs in our Biller Portal that help retrain customer behavior towards self-service, like sending direct links to their payment via text message. As more of your customers use Invoice Cloud to manage paperless billing,Auto Pay,text,and more,you save money and can spend time on more important tasks than manual collections. Review your Information rMrn + •-- _— 4 .r���� .�T zz ,`'�Mr MM•MYI�W,1+, � �■�rr.. �r.r.r• ^� w+ter rr..rr r��r.r.��- Figure 6.Enrolling in Pay by Text,AutoPay,and Paperless Without Leaving the Payment Process.Customers can enroll arid-payment process,at the very end,and from their confirmation email. w►r S+Nr■ oww tw pr+ yµ a.Yf yµ wlwyMM/gFw1C �grX}17 Is y+T fr {syU 7/ `f Mr.+w+wi� 0 t•...r...�. +r+WY IY Send me a Text Reminder in, k ....rw..r�. w yrr,r L..wM�..r.. r... rw.�1y +r... ..r Q ■w..w r..w. Do. ---� ] �+� Flr �--;lllh+ W '_ ©�— IF Psy my M1 ri ��'[�C M.•gtHpj�lV'1 w1 M'rVw i.�..uw Figure 7.Creating Calendar and S M S Text Reminders Without Leaving the Payment Process.Customers can set events in most popular calendar applications,like Apple and MS Outlook,or schedule one-time text reminders. Confidential 6 Enterprise Softwore Solutions and Services M IL,SOFT-��I Utility solutions (l 4. Communicate: Improve customer engagement and satisfaction through our team's simple, consistent interface and communications • Engage customers right when they want to be engaged--and without custom writing--through automated,targeted communication • Relay critical information to all customers quickly through omnichannel communications in one interface ■ Reduce customer confusion over different communication formats and branding from the City The effectiveness of the automated communication engine with payers determines if an EBPP platform will drive more self-service and decrease customer phone calls. Invoice Cloud helps clients reduce operational costs and customer calls through our consistent customer experience across our omnichannel payment and communication features.We engage more customers through targeted,automated messaging and self-service so that they help themselves, paying their bills ❑n time without calling or walking into your office. We partner with the City to provide multiple bill reminders to customers by email,as well as notifications about expiring credit cards,receipts, and new payment options,through the internet channels they use every day (Figure 8). —�— �wwrr•rrpr � Z � - -. ►nl a.r���i E-ma€l reminders Text reminders Self Service Outbound up to 3 per bit Tor thorn wno hwen•t pates Calendar 1VR 7Dvv■ht-W sod,, ,..., - .., n}n...t-A reminders Figure S.Invoice Cloud's Customer Engagement platform options.We help billers more effectively engage payers through the communications channels customers that prefer- The City can customize more than 30 different event-driven email templates,which IC sends automatically if,for example, a customer's payment was rejected, but there's still time to pay with other means.The City can send text notifications of new open invoices,and customers with a stored payment method can pay that bill with a text reply.The City can even program outbound IVR calls to all or portions of its customer base, reaching customers who do not text or email.And, most importantly, all links in Invoice Cloud communications take the customer directly to their bill with no searching,authentication,or login required to pay that bill--friction that can cause a customer to dropout of the payment process and call your office. Confidential 7 Enterprise Software Solutions and Services /r MILSOFT Utility Solutions s Features and Benefits of Invoice Cloud Our expected benefits are why many of our clients chose Invoice Cloud: our strength in integrating with bi lie rs' CIS and CSS and our proven ability to increase adoption (Table 1).We not only streamline efficiencies,but also deliver the functionality they ask for. Table 1.Benefits to the City of Ukiah through I C s Unique Combination of EBPP Features.The City can offer its customers more self- service features,now and in the future, that are proven to increase online p oym en t adop rion with virtually no main tenonce costs or effort. Invoice Cloud Features Benefits to the City of Ukiah Cloud:Continually add new a Keep up with the speed of change with no updates or payment options,communications patches or any material downtime methods,and increased security , Receive new payment options and maintain the highest through True SaaS updates level of security Connect:Seamlessly present real- + Integrate your Milsoft systems in real-time time bills and payments in Milsoft , Improve reconciliation through real-time updates to eBusiness through Invoice Cloud's customer records in an easily accessible,on demand Biller integration Portal—no more daily batch files ■ Mitigate double and partial payments by always displaying the latest balance to customers--Real Time Data Refresh Convert: Decrease customer service . Keep ahead of the speed of change,providing new calls through Invoice Cloud's simple, payment options based on customer's expectations consistent interface across many without time-consuming, expensive updates to your intuitive ways to find and pay bills online infrastructure. • Engage diverse generations of payers,young and old, by providing the latest interfaces and assistance tools. Improve adoption through greater customer convenience. Communicate: Increase adoption . Save costs through increased customer self-service, through Invoice Cloud's proven requiring fewer staff hours to support understanding of customer behavior , Save print mail costs as more customers switch to paperless billing + Reduce late payments ■ Improve customer satisfaction Confidential 8 Enterprise Software Solutions and Services APPENDIX 7&8 Schedule A Quote Number: 50089 Date Created: 12.04-2020 Account Manager: Paul Kluba MILSOFT E-mail: paul.kluba@mil50ft.c0m Phone: (800)344-5647 Utility Solution s Valid Until: 06-36-2021 Mary Horger Mary Horger Ukiah, City of Ukiah, City of 300 Seminary Avenue 300 Seminary Avenue, Ukiah, CA,95482-5400 Ukiah, CA, 95482-5400 USA USA Enterprise Accounting & Utility Billing: Year 1 QuantityQuoted 1.00 iXp Hosted Solution Setup $38,700.00 $38,700.00 Software includes Customer Information System (CIS), eBusiness, Mobile,ePrint and existing integrations. 12.00 iXp Hosted Monthly Subscription $3,000.00 $36,000.00 Monthly subscription (support included)for Customer Information System(CIS), eBusiness, Mobile, ePrint,and existing integrations. First year of 5-year Contract. 1.00 Initial iXp Training Plan $0.00 $0,00 Initial iXP Training Plan includes four(4) day onsite implementation Planning trip for CIS and the following: Webinars-CIS: Getting to Know the System; Repeat: Getting to Know the System; Verification and Validation assistance Onslte four (4)day Workshops -CIS Processing; Live Conversion and CIS Implementation Recommended. three(3) days of CIS follow-up training 90-120 days after implementation. Subtotal: $74,700,00 Enterprise Accounting & Utility Billing: Training Quantilty Quoted Line Item Reta il Price Ext. Price 1.00 Training-Daffron CIS $10,000.00 $10,000.00 Three (3)days of onsite Customer Information System (CIS)training and all related travel expenses.Curriculum chosen by Customer. Support program not available. Subtotal: $10,000.00 Enterprise Accounting & Utility Billing: Services :QuantityQuoted 1.00 Services-Integration $20 00❑ 00 Fixed price for Integration items from page 12 of the Statement of Work requiring changes.Invoicing-Included in milestone payments.Support plan applicable,included in price of years 2-5 of subscription. Sub-total: $20,000.00 Total,Year 1: $104,700.00 Quote 50089 1 Submission Options: quotes@mHsoft.com I P.O. Box 5726 Abilene,TX 79608 1 Fax: 325.690.0338 1 /3 Enterprise Accounting & Utility Billing: Years 2-5 Quoted 48.00 iXp Hosted Monthly Subscription $3,333.33$160,000,00 Monthly subscription(support Included)for Customer Information System(CIS), eBusiness, Mobile,ePrint,and existing integrations. Years 2-5 of 5-year Contract. Support included for new Integration items from page 12 of the Statement of Work requiring changes. Contract Is for five(5)years. Subtotal: $160,000.00 Total for years 2-5: $160,000.00 Total Cost of 5 Year Agreement: 264,700.00 Quote 50089 1 Submission Options:quotes@milsoft.com I P.O.Box 5726 Abilene,TX 79608 1 Fax:325-690-0336 2 13 Terms 8 Conditions-Milsoft Products -Hosted (by Subscription) Payment Terms for Year 1,from Agreement • The fixed price for the Implementation Phase is$104,700,and includes use of the software and support for one(1) year from the Project Intiation Date. ■ Milestone payments forthe Implementation Phase work performed by the Vendor and accepted by the City,and for the monthly payments thereafter.are set forth in Attachment"G"of Ihis Agreement,summarized as follows_ Dates Implementation Milestone Payments 6/11/2021 Contract Signing"Effective Date" 20% $ 20,940,00 7/13/2021 Project Initiation 20% $ 20,940.00 Pilot Milestone Completion& Acceptance 20% $ 20,940,00 Delivery of all Integration and modifications 20% $ 20,940.00 Acceptance of all-integration and modifications 10% $ 10,470.00 Go-Live 10% $ 10,470.00 Total implementation 100% $ 104,700.00 Balance Remaining* $ 160,000.00 Price Inclusion • Initial setup • Initial training ■ Support Program after Go-Live 'Payment Terms far Years 2-5,from Agreement The fixed price for the Subscription is$160,000,and includes use of the software and support for four(4)years from Juiy 13,2022. • Subscription&support fees for Years 2-5 are payable over 48 months{S160.000/48)= S 3,333,33 per month Price Inclusion • Support Program(Including support of new integration) Subscription Term • Length of Initial term specified in section 3.1 of the Agreement(5 years overall)_Automatic(1)year renewals after initial term,unlessluntil canceled in writing by notice given before the next contract year,renewal pricing may be subject to change,capped at a 10%annual increase Terms& Conditions-Integration Configuration Payment Terms Price included in Implementation Milestone Payments for the work performed by Milsoft and accepted by the City. Price Exclusions • Hardware ■ Support Program-included in Subscription&support fees for Years 2-5,as specified above and in the Agreement. Terms&Conditions-Training(Initial,Fallow-Up) Payment Terms: ■ Price included in Implementation Milestone Payments for the work performed by Milsoft and accepted by the City. Price Exclusion ■ Any additional costs incurred as a result of Customer requested changes_ Quote 50089 1 Submission Options: quotes@mIIsoft.com I P.D. Box 5726 Abiiene,TX 79608 1 Fax:325-690-0338 3/3 iltility Solutions Appendix 9. Invoice Cloud Engage more customers and increase online payment adoption by 100% or more by integrating Invoice Cloud's simple,consistent true SaaS platform with Milsoft. Invoice Cloud and Milsoft's jointly developed Customer Portal combines the best features of all platforms to deliver a seamless customer experience to the City of Ukiah.Your customers can use one ail-purpose interface to self-service set up and link their accounts, request utility service,and pay their bills,as well as enroll in Auto Pay, paperless billing, and Pay by Text--all requiring no action on the City's part. Invoice Cloud delivers a simple,out-of-the box solution with a partnered integration with your Milsoft billing system, quick and easy implementation,and a proven interface that increases e-adoption:the measure of how many customers use a billing and payment solution. E-adoption is the only metric that can demonstrate which solution customers prefer, and invoice Cloud provides the industry's highest average e-adoption increase of 119%and Z.Bx more paperless enrollments in the first year of service alone.This e-adoption only grows year- over-year as we improve our true SaaS solution on your behalf. Higher e-adoption means ❑ur system is easier to use, has the most comprehensive set of features for flexibility,and has the best interface and marketing techniques to drive usage (Figure 1). i 9%, 2.8X EASE INCREASE AYMENT • 1N PAPERLESS VTION ENROLLMENT [i.. :.� monvh 12 ZC BOIQ(o tC Month 42 IC. Figure 1.Invoice CIaud's Average First Year Adoption increases.Our clients typicolly see rhea e-payment adoption and pope rless enrallments double in only one year after integrating Invoice Cloud with their CIS. As more of your customers use our platform and switch to paperless billing,AutoPay,and other features of our solution,the City saves time and money, having more of both to pursue other business ventures.As you know, there is a significant cost to handling paper bills and physical payment instruments (i.e., cash and checks).But, the City also saves operational costs when more customers automatically pay their bills on time every month, spending less on collection efforts,extra communication,and shutoffs. The City of Ukiah can expect similar (or better!) e-adoption through Invoice Cloud's 4Cs of a successful ESPP. Confidential 1 Enterprise Software Solutions and Services MILSOFT Utility 5niutinns 1. Cloud: Continually add new payment options, communications methods, and increased security through invoice Cloud's True SaaS updates. No special City hardware or PCI measures required: Invoice Cloud is an entirely off-premises solution, including sensitive payment information. ■ Unlimited customer capacity: Invoice Cloud's entirely off-premises solution is hosted on an industry-leading third-party data center provider, Microsoft Azure, allowing us to deploy additional capacity at any time. ■ Future-proof your payment experience by always being on our latest version: City never waits in line for individual updates or patches because 100%of Invoice Cloud clients always access our latest version. Turn on any new functionality the same day of IC release with the flip of a switch: Invoice Cloud's SaaS delivery of updates allows for rapid deployment of new options as the payments industry evolves. The architecture of an EBPP platform has a big impact on the ability to roll out new functionality quickly (and future proof an organizations'E B P P platform),implement integrate quickly, and provide best in class customer support.The City always stays up to date by integrating Invoice Cloud's true SaaS platform with your Milsoft system.The City and customers always access the latest technology,functionality,features, and security throughout the life of our contract—eliminating the costs of hosted "SaaS" platforms like fee increases, IT resource hours, and higher risk of falling behind current security standards.With Invoice Cloud's single code base,we respond faster to cyber threats for our entire client base, including the City,than other platforms that require individual patching and updates. Invoice Cloud simplifies payment processor management by shouldering nearly all IT processes and upgrades on your behalf.We keep our system up to date through true SaaS delivery of new features and security updates. With IC's true SaaS platform,the biller always receives access to all new features as we release them, no updates or patches required (Figure 2). No need to upload patches and upgrades Single Instance, Multi-Tenant, to each individual client site,which drives Software as a Service (SaaS) service levels and delivery of new featuresl 44444r3 =q 44444 � � 44444 � � 44444 � 4 � 444 �� 4 Figure 2.IC's Single Instance,Multi-Tenant SaaS Platform,lC updates o single stack of code,and all clients,including the City,receive enhancements immediately without upload patches or upgrades. Confidential 2 Enterprise Softwore Solutions and Services I M i LlsoiFT"ons ,_ UtiliWhen we release a new enhancement,we update a single instance of our platform and then give each biller the opportunity to opt in through remote activation.True SaaS means that your customers log into the latest, greatest,and most secure version of our payment portal every time they pay their electric bill. For example: when Invoice Cloud added the option to pay with and save mobile wallet payment methods like Apple Pay and Google Pay,all 2,100+IC clients received this ability the day of release{Figure 3}• Apple Pay Gaggle Pay U coo r Figure 3.Mobile wallet simplifies the customer experience to make paying easier than ever.Automatic true SuoS updates delivered secure,fasr payments through Apple Pay and Goo gle Pay to I00%of our clients an the day of release. 2. Connect: Receive payments faster through Invoice Cloud's real-time integration to M i(soft. • Integrate Invoice Cloud with Milsoft within 90-120 days ■ Embed Invoice Cloud as an SS❑interface with Milsoft so seamlessly that your customers cannot tell the difference between the two portals • Mitigate double and partial payments by always displaying the latest balance to customers • Improve reconciliation through real-time updates to customer records by receiving automatic, to-the-minute customer account updates,as well as AutoPay and Paperless enrollments,via real-time API updates The level of integration (connection)impacts how much of the back-office management of an EBPP platform will be automated. A deeper connection between the EBPP platform and billing software saves times and money. The City receives more reliable data in real-time through Invoice Cloud and Milsoft.We partner with Milsoft for more than a dozen shared clients, leveraging the best parts of all systems to efficiently automate processes, share data in real-time,synchronize how that data displays for the City and your customers, and integrate quickly with no risk of delays.Our platform always reflects the latest data in your Milsoft software via a deep integration, reducing administrative work for staff and sending intelligent communications to drive customer self-service. Confidential 3 Enterprise Software Solutions and Services MILSOFT_. r,. lltiiity Wutiont We share data with Milsoft in real-time through APIs.We receive and refresh billing data from Milsoft using our Real Time Data Refresh JRTDRj APIs and returns payments, paperless,and AutoPay enrollment flags using our ❑ata Pump, a proprietary electronic handshake that delivers 100%data integrity(Figure 4).This synchronization eliminates double payments between payment and batch transmission as well as all manual processes to track enrollment in various payment processes like AutoPay and Paperless billing.This means a simpler payment process for both the City staff and customers. core Billing InvoiceCloud Pl�tf arm CD ur, low PM _ 1 Sank 9=2I 35$'3 9:OA26 �acsw�as uwa Alai AM Figure 4. IC's Unique Data Pump Maintains 1017% ec.roce a.n e,�sso.a s+a n+-�.� 110 saa,w L..a.rw*n *MIA �r prp, .0 s=xsa � as u P Data Integrity with WU-t..a ;co" u.� ,.e ;, 01 0'•x' s=cs ;;;°`-"°D0 �. xP Milsoft. The City views the .**.a++ 6.s. w s+ws+ ��"� a XP latest data on payer ,� . . 0IOW_ �.x=ilas4 s,a�n,v*s ._ accounts in every report or search. We also integrate via secure single sign-on (SSO)with Milsoft, providing our payments at enrolled customers` convenience with one log-in.This helps the City improve adoption of e-payments by customers who have an established account with Milsoft and enjoy the benefits of their portal,with no additional log in required. IC has extensive experience with SSO integrations with more than 75 live 55O clients today. Confidential 4 Enterprise Software Solutions and Services MILSOFT Utility Solutions Mi[soft and Invoice Cloud jointly created a seamless experience through iframes,which embeds our service within Milsoft's and matches the style,color schemes, and branding of their portal {Figure S). Clicking on link like AutoPay, Paperless, or Account History opens those Invoice Cloud screens within the same platform. 01 Enterprise Utilities pftwo ..a...ur.rnair,ar11IMP"gM_rarfero.popwp..n,a.aM�var.+R><,aU p.rrnr!Mea.]ram,r..>•rH�i ' hat Ji 1[ srnr. tMarfswrMt— M.n tr...Pn•+••r www. Sam ft mop GnH A■•q .w.�-. Brrp wn.ti ��y�'+• n...r.�rp milli r r.rwr•r SM Pn*"€earl - Vnp.€rant' +WMM*gyaaaM MWW* PiuwMbc Pyrwi4 ■W at.w.•n +ue w, �M NyrgMllwWLyS27-T3 pffr M fray Pn[CUBU 72 011110A •Pay DIM ANOMil prr,M T.n CMVk 9AftWK IuealllK• Shp r4 far li ry By are •P+vpyiWrpr.r+ '5� � M - ft".Ph—rNrnc.r' ® M!/.pp€and dat7+a+rr nr►r+GP�Y 7v.^W aDr au dMt pe-0Nerr N am f.'ra M rgyrg STUDta arty TM RS..ap.ra[(rna 11pm Irr,pLa pn,C TM M[iP+u"M W(Wm ,T I"UW""My�MM C"ted Blot e r"&I of lyfa}S*-9boa r.MabW urn Mae kX O&W100 a iR€7[araretl rrmarpes. Figure 5.Invoice CIoud's iframe-embedded 55o integration with Mi[soft,5Sa automatically fogs customers into both the City's CSS ❑nd Invoice Cloud into one completely seamless and secure poyment experience. 3. Convert: Increase operational savings in both time and money through streamlined customer self-service • Save time and money by eliminating processing by City staff • Improve customer satisfaction and adoption rates by optimizing self-service enrollment,saving payment methods, and more ■ Improve customer satisfaction and reduce escalations by logging in as the customer and retracing their payment or enrollment steps,sending text and email links to payments,and more. Confidential 5 Enterprise Saftwore Solutions and Services M I LSOFT llrility Snlutin�5 '�, The purpose of an EBPP platform is to drive conversion to self-service e-payments and decrease customer calls. The ease of enrollment of the payment/reminder options, as well as the ease of paying through the various channels determines the number of payers who will use them.The City converts more payers to electronic payment methods by replacing manual processes with Invoice Cloud's automated self-service options, like AutoPay and paperless billing enrollment. Invoice Cloud designed our payment process to engage customers at existing contact points to present opportunities to self-service enroll in payment services and reminders (Figure 6 and Figure 7). We also provide tools to CS Rs in our Biller Portal that help retrain customer behavior towards self-service, like sending direct links to their payment via text message.As more of your customers use invoice Cloud to manage paperless billing,AutoPay,text, and more,you save money and can spend time on more important tasks than manual collections. Review your information .. ...........�... ....�., �- 3961.09 QVM H R y•rwrr.p�+.w.. 4iiiipiiiipiipip /'MM�Mq�bPp.wr � �.rr• �� -+�w+r�.w�.F�--. Figure 6.Enrolling in Pay by Text,AutoPay,and paperless Without Leaving the Payment Process.Customers can enroll mid-payment process,at the very end,and from their confirmation email. seen ■ ■ ow+ ore w ore r■r wral%" ■wwo.u"x»r a ra Nml- f.w►s 6e W 7r d w/ ■r..e. 44 C: o�1■,a RNN14 W Ib wi wnr-un cr■rwu,cof ramp" SWO we �• Y o 11"1mom mom;* ■s v.,M* Send me a Text Reminder -•_.r,w wfy- �+. L4 r rrt�.a.7-. LY,,I w� 14w Iry�Q Aitiw�..w 1. . Pry my&K •.i sa rw w .... r..w�rr•+.... ttf�.�, r Mrr rr.-r• re...rr rw ar ti��w w r rw. rwr•sea ary �+�1■1�1i�i 10.11 �'TT7"'•' -' • '.w/••II rR/1•['.'M"-'•r•`„fhM�.�.�iy/M .'.'Ni: Figure 7.Creating Calendar and SMS Text Reminders Without Leaving the Payment Process.Customers con set events in most popular colendorapplirations,like Apple and M5 Outfook,❑rschedule one-time text reminders. Confidential 6 Enterprise Software Solutions and Services r utions Utility 4. Communicate: Improve customer engagement and satisfaction through our team's simple, consistent interface and communications • Engage customers right when they want to be engaged--and without custom writing--through automated,targeted communication ■ Relay critical information to all customers quickly through amnichannel communications in one interface ■ Reduce customer confusion over different communication formats and branding from the City The effectiveness of the automated communication engine with payers determines if an E B P P platform wi11 drive more self-service and decrease customer phone calls. Invoice Cloud helps clients reduce operational costs and customer calls through our consistent customer experience across our omnichannel payment and communication features.We engage more customers through targeted, automated messaging and self-service so that they help themselves,paying their bills on time without calling or walking into your office. We partner with the City to provide multiple bill reminders to customers by email,as well as notifications about expiring credit cards,receipts,and new payment options,through the internet channels they use every day (Figure 8). owtbound Me •g4r•rNw�.+rr.nr ? , - - .Mitt E-mail reminders Tent reminders Self Service Outbound up to 3 per bail for those who haven't pond Calendar IVR ?v.vrnJ.baa.d _v 3 a'-r; reminders Figure B.Invoice Cloud's Customer Engagement Platform options.We help billers more effectively engage payers through the communications channels customers that prefer. The City can customize more than 30 different event-driven email templates,which IC sends automatically if,for example, a customer's payment was rejected, but there's still time to pay with other means.The City can send text notifications of new open invoices,and customers with a stored payment method can pay that bill with a text reply.The City can even program outbound IVR calls to all or portions of its customer base, reaching customers who do not text or email.And, most importantly, all links in Invoice Cloud communications take the customer directly to their bill with no searching,authentication,or login required to pay that bill--friction that can cause a customer to drop out of the payment process and call your office. Confidential 7 Enterprise Software Solutions and Services r MILSQFT Utility Solutions Features and Benefits of Invoice Cloud Our expected benefits are why many of our clients chose Invoice Cloud:our strength in integrating with biIIers' CIS and CSS and our proven ability to increase adoption (Table 1).We not only streamline efficiencies,but also deliver the functionality they ask for. Table 1.Benefits to the City of Ukiah through Ws Unique Combination of EBPIP features.The City con offer its customers more self- service features,now and in the future,[hat ore proven to increase online payment adoption with virtuofy na main ten once costs or effort. Invoice Cloud Features Benefits to the City of Ukiah Cloud: Continually add new ■ Keep up with the speed of change with no updates or payment options,communications patches or any material downtime methods,and increased security • Receive new payment options and maintain the highest through True SaaS updates level of security Connect: Seamlessly present real- . Integrate your Milsoft systems in real-time time bills and payments in Milsoft . Improve reconciliation through real-time updates to eBusiness through Invoice Cloud's customer records in an easily accessible,on demand Biller integration Portal—no more daily batch fifes ■ Mitigate double and partial payments by always displaying the latest balance to customers—Real Time Data Refresh Convert: Decrease customer service ■ Keep ahead of the speed of change,providing new calls through Invoice Cloud's simple, payment options based on customer's expectations consistent interface across many without time-consuming,expensive updates to your intuitive ways to find and pay bills online infrastructure. • Engage diverse generations of payers,young and old, by providing the latest interfaces and assistance tools. • Improve adoption through greater customer convenience. Communicate: Increase adoption • Save costs through increased customer self-service, through Invoice Cloud's proven requiring fewer staff hours to support understanding of customer behavior • Save print/mail costs as more customers switch to paperless billing • Reduce late payments • Improve customer satisfaction Ct7nfider+trpl 8 Enterprise Software Solutions and Services Vendor Information Corporate Summary Information Corporate Name Miiso`t Uti I ity Solutions Inc. Address Line 1 4400 Buffalo Gap Road Suite 5150 Address Line 2 city Abilene Rate TX Zip 796W Corporate Web Address r:•:,w.masoft.com Parent Company(If Any) Pr"ryConract Person(Nokia) Paul Kluba Primary Contact Person(Title) Account Manager Primary Contact Person(Phone) 636.443.5595 PrimaryCont2a Person(Email) aui.11uba m;:;on.com Alternate Contact Person(Name) Sarah Robinson Attemate Contact Person(Title) Director of Milsoft Alternate Contact Person(Phone) 573.795,6455 Alternate Contact Person(Email} sarah.ro bin son Lk mil5aft.tom n affix fret,which pru,ectto be me naged Milsoft Utility Solutions Inc. Address Line 1 One Solution Place Address Line 2 City Bowling Green Rate MO Zip 63334 Project Manager Name Chelsea Dalton Project Manager Phone 5W.344.5"7 Project Manager email chelsea.dalton milsoft.com ftiflCti Company LaFollette Utilities Board Company Web Address hiipalwww.b1b.a,f. LaFaliette Utilities Board(LUB)is a municipally-owned electrical power distributor,and water and wastewater Description of Reference utility in Tennessee. Hosted solutions include eBusiness and hosted payments. CIS,Financial Management,Work Management, Hosting Solutions in Sery ice(e g.Server Hosting.Sottware as a Service,Full Operations,including Date Consumer Co mmunicatlo ns with Prepaid and TBxting are run on on-premise server. Warehousing)-9 applicable CIS Version in Operation Xpa #of cal Electric Accounts supported 22 185 total C&I and residential electric accounts 4 of Reside ntia I Electric Accoun ppored #GfWateF Accounts suppo 9927 Other utilities or services e.g.,waste water,storm vater,garbage,iecy mg supporea by CIS wastewater AMI system in rat a rca a Agra Contact Name Ken rry Baird General Me nager Phone Number 423,562.3316 Email Address ken .b aird @ ludmail.o L, Address Line 1 302 North Tennessee Avenu Address Line 2 City La Follette State I TN zip.37766 Company Sussex REG Company Web Address:`•tt o s:Uv,ww.s us w x re c.;-..,., Sussex REC is a locally owned and managed utility in New Jersey. Description of Reference: Hosting Solutions in Service(e.g.Server Hosting,Software as a Service,Full Operations,including Data Hosted solutions include CIS,Financial Management,Work Management,eBusiness,Staking,and Hosted %ftrehousing)-if applicable:Payments. CIS Version in Operation:i7( 9 eof CBI Electric ACCourKs supported:11,600 tote)C&I and residential accounts N of Reside nUa I Eleoric:A=Lirkta suppe Miter Accounts supported: Other Util mes or sernIces e 9 waste water,storm wate r,g arbage, mg supported by AMI system integrated appi ce e:Actara Contact Name Chris Reese,President/CEO Phone Number.973.875,5101 x123 Email Address cr a e,Ssuss�xrec.c m Address Line 1 64 Cqyrdy Route 639 Address Line 2 City Sussex State.NJ zip 07461 Company Graham County Electric Cooperative Company Web Address httvs:llww+,v.Rre : Graham County Electric Cooperative provides electricity,gas,and water to more than 15.000 services. Graham County EC converted from a Harris on-premise(IBM AS1400)solution to the Mil soft CIS Hosted Description of Reference Solution, Hosting Solutions in Service(e g.Server Hosting,Software as a Service,Full Operations,including Data Hosted Solutions Include CIS,Financial Management,Work Management,eBusiness,and Staking. Mralrousing)-it applicable: CIS Version in Operation ! 9 frofC$I Electric Accounts supported 15,000 total CAI and residential accounts of R"dential Electric Accountssuppv of Mter Accounts supported 1300 er Lrtil Kies or services e,.g,waste wate r,storm waver,garbage,recy ing su pported by C I Sr ga s AMI system mtegrated t0 a pplica e. Contact Name Jen ny Howard Corporate Co mpl iance Officer Phone Number 928,485.2451 Snail Address jhowa-cff-�_:. -oa Address Line 1 9 West Center Address Line 2 City Pima State AZ Zip 85543 Vendor QuesbWo _ 1 Haw long has the vendor been in busi nesO Since 1989 2 Fowlong has thevendor been offering a CIS solution? Our Missouri office,which was acquired in 2019,has been offering CIS since 1278. 3 How rinarry current active,paying customers does the vendor have' 91 S active customers urtilizing one or more applications 4 Flow marry employees does the vendor have? 148 5 Describe the ownership 5bucbrre of the oomparry(a.g.,public Company,private I LC,single offer) Private LLC 6 Mat is the annual revenue of the vendor?Please provide either most recent annual reporH10K[if pubfio company]or last two years of audited financial statements(if private company) $20.224,210 for the period of 1111'2=•itY3112020. Financial documents wits be providecl based an being shortlisted How marry CIS implementations does the vendor currently have in service?In service is defined as the 7 CIS solution is in production,operated an a 240 basis,interacting with at feast 8,000 utility customer accounts. Milsoft supports our CIS at 34 utilities with 8 000+accounts. 8 Mat is the size of the LARGEST CIS implementation in terms of utility accounts?The successful vendor MUST be able to reference an ex isting implementation Is filar OF greater in scale. United Coo eratme Services in Texas provides service to 78,000 accounts What is the total number of utility accounts that your CIS solution supports across your utility clients? 9 This should be the number of utility accounts which are actually being managed by the proposed CIS solution,not the total number of accounts that each utility serves. Milsoft supports our CIS at 57 ubf toes. Milsoft supports 20 hosted customers,with 12,000 utility acimunts being the largest,and the first implemenWion was in 2002 With the Mil soft Hosted Solution,there is one monthly fee for software,hardware,training,and support Customers need minimal equipment onsne.hardware maintenance and upgradesare handled by Milsoft How many installations of the proposed CIS are supported as a hosted or managed services solution? The Hosted Solution provides a secure and reliable IT environment that is fully scalable and ayaWable 24x7 It is difficult to keep 10 Include details about size,length of time in place,etc. Please provide a description of your ability to offer Hosted andlor Managed Services for the CIS in terms of all maintenance and upgrades to the pace with y,ever-c red have technology and allowing men se vi fill that role allows your stall to focus on omen areas that could increase system Describe what is included in each service model available. productivity,reduce expenses,and improve customer siarvkce. The City should have a dedicated T1 or equivalent high-speed internet access.bcal area netwrk,and network f rawa II capable of supporting a constant LAN-tD-LAN lPSec VPN connection This security connection is required to securely encrypt and exchange traffic over the intemet from your location to Milsoft Milsoft can determine of an existing Firewel is VPN capable and can advise and assist with the setup of a new swunty device Milsoft is committed to the success of our customers,employing capable and knowledgeable staff who are experienced in the implementation and support of our solutions. Milsoft solutions are built using the most secure and reliable platform available,IBM 7 S Describe vendors current commrbrhe nts and capability to meet IJ kxa h's requirements and Well no in and the D32 database.Because we are proposing a hosted solution,the City will receive the berieliit of out investment in stateaf- regards to resources and equipment the-art hardware and our highly trained IT stall,without the large up-front expense of purchasing the hardware yourself The Project Charter and Project Work Plan are created based on a pint effort between the City and Mdsoft to define the schedule and drive the project to a succedul irriplernentahon. The Project Manager is the primary analyst,bringing onboard those that are needed to ensure a successful implementation. The Have you speclified the doIivwy team which would be dedicated to Uldah for the design and Pro1ed Manager heads up a qualified team based on each projects specific needs. The team wdl induce,at a minimum,an 12 implementation of the CIS Solution? II so,will this team change?Uloah would require that changes to Applicalion Analyst,Programmer 1 Anakyst for data conversion,Programrnng Analyst,Network Administrator 1 Technical,and Help team members be approved by Ukiah prior to implementation Desk Suppot Chelsea Dalton will be the Pr Mona er for the Ci of Ukgh Milsoft sec on rence as n part our company since MID I no c0hrefence rtheld each unit in various J 5 crtim T he 13 Does the vendor have a users group that meets regularly? How long has it been in operation?Are agenda mefudes input from our Advisory Board,and sessions are conducted by Mllsoft employees,customers,and vendors utiity representatives running the group? Mil soft also provides re lonaI training P 9� 9 opportunities throughout the year. MyM Iscift is a control¢ed point r yQur employees loold ng to access s uppoft,software updates, aining tools.ana supportmg 14 Does the vendor maintain a list of Most Ftequently Asked Questions online? documentation online. Addi Tonal features are planned that will allow more online interaction and information,including Most Frequently Asked Questions,knowledge database,and system advice MyMilsoft is a centralized paint for your employees oolong to access support,software updates,training tools,and supporting 15 Does the vender rreirrtain a knowledge base online that allows users to search for problem resolutions dopfinentation online. Additional features are planned that will aticw more online interaction and information,including Most as well as provide system advice? Frequently Asked Questions,knowledge database,and system advice Milsalt Continually works to enhance our Enterprise Resau"Planning solution Selcware Some of the planned enhancements for the next 24 months' 16 Please provide the product roadmap for the next 24 months in the section to the right Alternatwery,a •Robust Integration between applicarrons to Improve Knrk1krw,usability and effic+ency across the entire arganrzaban separate attachment can be provided -Improving consumer experience by enhancing communication as well as the web and mwbiie experiences Improving employee efficiency by enhancing 0Utortatico.user definable work haws,system conhgurahons and improving mobile options -Continuing to enhance complex business eoenario5—multr•compamy.mutt-service.advanced engineering and behng scenarios- whrie always keeping a Focus on the utility industry 17 Does the vendor provide user and admarishatot training for the C1S9 Please provide a syMebus for this Milsoft provides all training and material needed to effectively and efficiently uWoze the tXp Solution. Appendices i and 2 Include training outlines of the Processing and Getdn to Know the 5 in train in . Our num i one priority at r rs to la develop and maintain strong long.term business reiationrshrps with each of our customers by providing the support and services you need and expect Milsoft stands behind all of our products,and we are available when you need us rnost. Our Hosted Solution provides 24x7 management and emergency support,with escalation path to include all Describe our standard su necessary resources to resolve both software and hardware issues In case of elecbicai interruptions,Mlisetrs data center 18 y Apart servxxs,hours ai opera4an and exafaaen polx;res and procedures For automatically sw+tches to a diesel generator 1n the case of a serous interrupton,Milsolts data center is hacked-up through a hot problem resolution site arrangement Software support services are provided by our Support Services Team via email or tee phone_24x7x365 MyMiWA is a contralrxed pornt for our customers looking to access support,software updates,trainrng tools,and supporbrva documentation online Our approach starts an day one with a strong kickoff meeting,engaging the City of Ukiah Probed Manager and the City key participants and the Milsoft Account Team Asa joint effort between the City and Mitsolt.a Protect Charier and Protect Work Plan are created to ensure a successful Project Project wiotk Plan purpose is to manage the impiernentMion project and timeline Describe the vendor support policy during the CIS Implementation,Immediately following the CIS Project Charter purpose is to establish a common understanding between the Project Teams regarding the goals and objectives of 19 tmplerrentatran and ongoing support: Include your standard certification procedures for support the project It defines the scope,objectives,delivery methods,and overall approach 1e the Project,stating what the Project is personnel and average years of service in the support oiganilation. committed to deliver,time constraints,resources,and standards to follow through completion While we do not rrairitam standard cerlificauon procedures for support personnel,our average Support Team agent has 10,years otexpedencesupportn CIS. Are emergency Fespense seNiCes available independent of any maintenance contract so as to handle Milsoft Hosted Solution provides 24x7 management and emergency support,with es(Wation path to intrude all necessary resource 20 Cnlicai of catastrophic situations'? Please describe to tesalve both software and hardware issues Emergency Support requests can be submitted via emergency support phone number an time most recant xP Versions,Mdsoft field the release of i)(p ver&ens 717,which was scheduled for 2D2g Th s evordrnation will ensure better support and wtA allow our product teams to enhance future releases and offerings Documentation of the applications, including schema changes,are written as enhancements are completed throughoul the year. Major releases will continue In 2021. MIIsaR I%p B Hlgh-Level Features •Utility-defined communicaboas,including row receipts and other tracking information -Cemptex billing features•enhanverrientstu net metering and prepaid functionality •Additions to online reporting ReaFtime Integratlon to AMI systems to enhance automatic dxoonnectlremnnect and display meter state Enhanced usage graphs and drill down functionality Improved integration between CIS and financial applications Entranced auto pay credit card processing -Enhanced landlordrienant tracking and automation -Automation enhanoements added to service orderANork order weridlow i 1 Please provide a Itswg of the CIS w1rovare releases and their content over the previous 24 months in -Addibonal unbilled revenue reporting the section to the right Indicate whether such release 4n olved a schema change. _Enhanced intalhgent data purge functionality MIIsoft Ikp 9 HIgh-Level Features -Addittonsto online reporting -Improved inreg ration between Work Orders and CIS,allowing for drill down Into transaction detail -Improved integration between CIS?rid General Ledger,including intedunding entries Improved integration between CIS,OARS-IVR,and GIS -Enhancements to prepaid billing and meter state functionality -Additional options added for consumer communication billing notifications-summarize by base for Irwoice billing,attach PDF bill to notification -Net motaring-green power.community solar enhancements for sharing generation credits,tracking net metering by usage or dollars -Usability and efficiencylautomation Features[i.e.,soft errors,data validation,configurations for account information to transfer automatically with service orders,etc� -Enhancements for bcabhg associated accounts when entering new service orders Mitsoft Software development lifecyde is typically on an annual basis. Onoe a new version&any product ties been released, Milsoft provides this Version as a matter of routine upgrade. This coordination of aligning all customers to the same version ensures better support with all customers an the same version and allows more of our programming staff to focus on development to enhance future releases and offerings. 22 Describe the Software Development Llfecycte,inciudmg but not limited to Vendors unique methodology,As part of development,MilsoFt uses an Agile process to create a User Story Agile is a value-based development methodology, tools,best practrCes,quality gates and example artifacts. where all those features of the product which can add value to the customer are recognized,prioritized,and developed based on customer needs. these valuable features are best described in users o0in words Hence,finding out who are the users is an kWortant task Once all the users are recognized,requirements which add value to the user are written down considering the needs or those specific users Since those rmquhemerlts ore Coming keeping users In mind,they are called User Stories. M05oft employees a knuMedgeaable Quality Assurance team to ensure our software meets the pre-defined requirements and needs based upon the User Story. Scripls and acceptance testing are used internally throughout our software development process. Beta testing is then perfomied by a controlled group of customers We work closely with our c ustorners to understand then needs and how they ulilize our software. Onsite wcirlrsflops,support, Describe Vendor's process to solicit and incorporate Ukiah customer feedback on features,Functions, regional training,webinars,Advisory board-these are some of the ways that provide us with the tirst-hand knoMedge of what our 23 enhancements,etc.that Ukiah would like to see Vendor mcaperate into tuture releases customers are needing to successfully provide service to their consumers.We look forward to the City of Uluah providing feedback for Future releases Minimum Vendor Requirements Requirement Requirement Number R-1 Ukiah requires that the Vendor provide proposal that includes CIS and the services identified in SCOPE OF WORK Section 3.0 of the RFP. Vendor must have at least three successful implementation of a CIS system supporting at least 8,000 utility accounts that includes electric,water.storm water,waste water, garbage, and recycling services within the last five years. Please provide references and details to include the R number of residential and commercial accounts serviced, indicate if the CIS is supported as hosted, managed services or operated by the utility and identify the AM and MDM solutions in use if any in luding vendor and version, as applicable. R-3 Ukiah requires that the Vendor provide evidence of financial viability through the provision of audited financial statements or similar documentation Response Comments Comply Comply Comply Milsoft agrees to supply financial viability upon being shortlisted. Capacity to Deliver Requirement Response Comments CD-1 safe . Vendor shall commit to comply with appropriate safety procedures in performing all work for Ukiah and shalt follow CR-f't Ukiah's minimum safe standards as the baseline re uirements. Comply CO-2 CIS Project Mans litment S Su rt Milsoft is committed to a successful implementation A Project Charter and Project Work Plan are created as a joint effort between the City of Ukiah and MiISO"to ensure the success of the Project. Vendor shall provide Project Management and technical support tordelivery of As CIS solution throughout all phases of project from contract signature through final system acceptance. Vendor shall describe its project management, Proles!Charter purpose is teestablish a common understanding between the Ct]-2.t Solution delivery methodology,testing,training and associated processes required to meet Ukiah's CI5 project Comply Protect Teams regarding the goals and objectves of the Project. It definesthe requirements and schedule. scope,objectives,clelivery methods,and overall approach to the Project,stating what the Project is committed to deliver,time constraints,resources,and standards to fellow through completion. See Appendix 3 for a sample Project Charter. Provide a detailed project plan articulating all significant tasks,specific time durations,key dependencies and CD 2 2 resources,starting with contract execution and ending at final system acceptance and turnover to Ukiah.Ideally the Comply Project Work Plan purpose is to manage the implementation project and timeline vendor's plan should have specific milestones with entry and exit gate criteria.Uldah's expectation of the selected vendor is that major project milestone5 will be met as IMthe contract Project Work Plan is includad in the Mifsoft Proposal for City of Ukiah CD-2-3 Vendor shall provide Ukiah updates to project issues,action items and resolutions for keeping the issuelaction item u to date throe hoot the CIS solution im ementabon. Comply Part of Project Charter. CD-2A Vendor shall provide routine project status reports,and shall provide inputs to Ukiah project communications Comply Part of Project Charter. rxodica fly as needed throu out the ClS solution im plemsntation, CD-2.5 'Vendor shall maintain detailed project schedules,provide reports and presentations on the status of the project,and Comply Part of Project Charter. res nd to in uiras as re uired throe hoot the CIS solution im lemenW on. CD-2-6 Vendor shall assist Ukiah in managing the CIS solution impiementaban project scope,fallowing the change order Comply Part of Project Charter. process as agreed to with Ukiah durin g contract n t9ofiations. Vendor shall develop an in del project sk assessment and mitigation strategy with inputs from Uluah as agreed CD 2.7 during contract negotiations.Vendorsha11 provide updates to Ukiah and assist Ukiah in managing risks and Comply Part of Project Charter. depe ndencies throughout the CIS solution i mplementafion. A Project Charter is created as a joint effort between the City and Milsolt to establish a common understanding of the project. It defines the scope,objectives, and overall approach to the Project,stating what the Project is committed to delhrer, time constraints,resources,and standards to follow through completion. CD-22 Describe your Quality Management Program and critical quality metrics Comply part of the Project Cha rter deliverables is Client Accepla nce Testing,who requires the City to perform the appiicable task and verify the results are correct See Appendix 4. A sample Project Charter is included as Appendix 3 and includes these details. Cp 2 8 f Vendor shaft provide specific examples of such,that of will consider for aN aspects of work and deliverables Comply See Client Acceptance Testing in Appendix 4. arider this RFP. Mil is atwa ys willing a nd encourages titJ Ifties allow us to present to their city councils and other governance bodies so there is a full understanding of our CD-2.9 Describe your experience in providing presentations to city councils er other govemance bodies. offering,and so we can address any questions or concerns. We have flied this role on many occasions in an effort to provide total transparency on our solution Vs.the comply utilirys expectations CD-3 Resource frtana ement Mdsoft recommends that the City have key staff members invoNed in the Implementation and Planning portion of the project These staff members should attend all training. They are responsible for configuring the system and gaining the high-level knowledge of the solution The users,as defined and determined by the Oty,will need to be available for the process training sessions and verifiWion Provide an estimate of the quantity and type of Ukiah resources required to support CIS implementation and system sessions.to ensure they have the knowledge and skulls for utilizing the Mi1soff CC31 Integration activities Estimate shall include operations resources.der labase and IT resources.and Ukiah Comply Solution. ma nagement support staff. Our Hosted Solution requires mm imal IT and database assistance For implementation Assjstance by an expenenced staff member is needed for database conversion and to establish the VPN connection between the City and Mllsoft The Hosted Solution allows the City to shift your resources from managing our applications and hardware to focusing on your business prionhes CD3.2 Describe the proposed implementation tprojectdeltv")structure,roles and resporisllb litres associated with this comPly See Project Charter-Appendix 3 structure and how 11 vnlI fu nctlo ri for the RMLect Include an orga nization chart sKowi ng the team'S st—ture ercred I earn is outlined in the M i saft Proposa I for City of Ukiaha sea a RW For each of the key positions on the proposed project team.provide a brief job description,inetuding team members' will be the Project Manager and heads up a qualified team that Includes application Cp3.3 roles and responsibilities. Descnbe theavailabrlrty of each team member for each phase of the project Ukiah would analysts,programmers,programming analysts,network a am in istratoril T,and require that changes to team members be approved by Ukiah prior to implementation support seances A full team is butiined during the join[creation or the final Project Comply Ch arter with the i I over a hart s to e mmembers CO3.a Please acknowledge that in apprrnnng team members,Ukiah will NOT accept vendor team members with less than 1 cull year of implementation experience with your snRware Cornpiy The resume for Chelsea Dalton is included in the Proposal The majority of CQ3.5 Provide resumes for additional team members have 10+years 0Fexpenence in prrnnding iXpsupport persons that Vendor may assign to key project team leade ship positions Additional details on the team members will be provided durrig the joint creation of Coin the final Pro ct Charter Mllsoft has the time-tested structure and organization needed to provide outsta rid ing training,support,and 24/7 service to the City Our support and CD-3-6 Descrit a the Vendors corporate suppod organiation that will provide support to this project team rmplemen[ation team is led by our Vice President of Customer Service and Support Our Director of Support is directly involved in the implementation projects and 'CDmPIX works with our support team to ensure a successful im lementabon. 1m .1W.F.Ine.sy1E[. µy MwRr .rp.nr Eawy. 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C T 3er e-d�n'erne ee?•�ee .l.iJr Mf r..re.se..en.r..•trove•w.rNw. q.�l.[ • LL.1py re af...m rrri•c:ve.e.f re�e mHea rw.n.Frermrvle r.trnruW mvne. . ....ew.rrnr.w.ne�►...o.µm..rw.ai rt.r•rc.�.n a r•`Ce.yr ire n.remrry m:'a[y,eexr[.errc[nfoerm.eroa[b•.un menrnme�mwnap CIS Technical Support Requirement Response Comments TS-1 Technical Support Milsoft supports all elements of our CIS solution -Unlimited toll-free telephone access,email support,onsite support,740 support Describe the technical support to be provided to Ulaah during CIS deployment and operation. Technical support shall On-line program support T&J.1 include but not be lim ted to phone support,email support,on-site support,24f7 support. Technical support small Comply Program maintenarice and enhancements of standard application address ary and all elemerts of the Vendor's CIS solution. programs -Minor updates to standard application programs necessitated by changes in federal regulatory requirements -Pre-recorded"Unars,documentation,etc. Milsoft Hosted Solution provides 24x7 management and emergency support,with escalation path to include all necessary resources to TS7.2 Technical support hours of operation and escalation policies and proosdures for problem resolution Comply resolve both software and hardware issues. Emergency Support requests can be submitted via emergency support phone number any time. Technical support standard certification procedures for support personnel and average years of service in the 0omlpty Milsoft Techtlical Team members have 15+years of experience supparf organization. supporting the Hosted Solution Milsoft uses a CRM tracking system to manage all issues. In order to meet the service level expectations of our customers,Milsoft has set standards for tuma round time according to the priority given each ticket. TS-1.4 Provide support metrics to demonstrate support and resolution capaboides. Comply Emergency High priority Medium priority Low priority-Any ticket that can take thirty plus days,such as feature suggestions TS-1 5 Are emergencyresponse services available so as to handle cr4 cal or Catastrophic situations?Please Comply Emergency support is available 24f7f365,with support members always describe. on on call TS-1 6 Are there ditrences in support services based on the type of CIS deployment(owned/hosted by Ukiah, Comply Milsoft provides 24171365 support regardless of the CIS deployment hosted by vendor,managed services provodW by vendor)?Please describe. TS-2 Services Support Milsoft provides the education and training needed to successfully Vendor shall provide Options for❑penal onaV mptement the iXp Solution. We recommend follow-up training 50-90post-Implementation support.Describe the post-acceptance support to be days post go live. We highly recommend continued education and offer TS-2A provided,including aft elements of the system so that Ukiah can successfully operate the system over its expected Comply multiple channels,including webinars,online training,and our annual operating life. user conference. Additional materials are available at no charge to our customers at M Milsoft.eom TS-2 2 Vendor shall provide Cis configuration,system integration,testing of all interfaces,and support for integration and Comply user acceptance testi nq as required to im lement the fumbonaI re uirements of this specificaton- TS3 I Alternative Service offering(Optional) The proposed Hosted Solution is designed to handle the hardware and T531 Vendors are welcome to propose any other optional service offerings If proposing an alternative service offering, software needs for CIS,with minimal requirements and effort by the City. provide details such that Ukiah sufficiently understands your often rig and its value to Ukiah Milsoft can determine it an existing firewall is VPN capable and can No aW ise and assist with The setup of a new security device. ATTACHMENT C Vendor:MasaRlJtrldy5oiutuons Oawri Ion Year 1 Yew 2 Year 3 1Ywr4 Year S Totals MdsortCloud-Based Hosted CIS Solution Reflecting Sched uk'A'Quote for Milsoft Base Fees Te rms&Cond It Ions-I ncludes Software CLStS Enterprise A000u min&&Uti IIty 011ling.(With eBusl tress and ePrint1 $ 74.700.00 $ 36.000.00 $ 36,000.00 $ 36.000.00 $ 36.000.00 $ 218,700,00 Annual Support Costs(If not included above) 7mpkmentaGarl Services Project Management Services Included 5 5 - System Setup&Configuration Included $ Data Conversion from provided flat f Iles to your system Included - Interlaces)'System Integration Integrations per the Statement of Work(SOW). 20,DOO.OD $ 4,000.00 4,000.D0 $ 4,o00.o0 $ 4,owm $ 36.OD0.00 Modifkatrons(if any)ESSFU ModAkation as per Statement of Work(SOW I—Included - . Customer Reports(if any)SOW req ul red has been marked In areas requlri ng more detail. $ - Training Included:Training required for standard Im plem entat ion through Go live. $Other I Please describe) Added Optional Item-CtS Training post Go Lire Recommended add4 venal CIS tramin&post Go Lw e.Three(3)days on-site. 10,000.00 T 2o,ODD.W Tota11mplarrrentarVon Services I TOTALS $ 104,700.00 1 S 40,000.00 $ 40.000.00 $ 40,000.00 1$ OA000.00 $ 264,700A0 Dates Implemematfan Milestone Paymems 611112 0 2 1 Cdrnract Signi ng•Effect ire Date 20% $ 20,940.0o 7/13/2021 project Inkat ion 20% $ 20.940.00 Pilot Milestone Completion&Acceptance 20% $ 20,940.0D Delivery of a 111 nteg ration a nd modifications 20% $ 20,940.DD Acceptance of all Integration and modiflcatlons 10% $ 1DA70.00 Go-live 10% $ 10,470.00 Tote l Implementation 1009d $ 304.700.00 Balance Remalning 260,0D0.00 Subsalption&support fees for 48 months 3333.33 EXHIBIT 1 Support Introduction Here are some details about how to contact our Support Team.The Milsoft Support Team is available to you 24/7/365 via our main phone number: 1-800-344-5547.Our phones are answered Monday-Friday 8:00 AM to 5:00 PM Central Time in our main office,and after that,the support calls are routed to an on-call technician.If you happen to get a voicemail,please leave a message,and someone will contact you back as soon as possible,usually within 30 minutes. Our Support teams are also available via email to address your questions.Our team responds to emails Monday-Friday from 8:00 AM to 10:00 PM Central Time,and on Sunday from 2:00 PM to 10:00 PM Central Time. Expect a delayed response to emails over holidays.If your issue is urgent,we recommend reaching out via phone to talk with someone immediately. • Contact our CIS Support Team for help with any Customer Information System products,including eBusiness. • Email:support-cis@milsoft.com • CIS Support Lead:Sheila Curry If you have any comments,suggestions,or concerns about our Support team, please contact either Ashley SchiIdknecht(Director of Support)or Cary H a m a r(VP of Customer Service and Support). You can reach either of them via our main phone number. Please take a moment to bookmark our MyMiIsoft support website at https:/Iwww.mymilsoft.com You should have a login for the website, but if you're unsure what your password is, please input your email on this form: https://www.mymilsoft.com/user/password.Our website has many helpful resources,including links to our documentation for releases,a user forum,a place to schedule your team members for regional training,and a portal to schedule software upgrades for your system. Performance Metrics Our number one priority at Milsoft is to develop and maintain strong long-term business relationships with each of our customers by providing the support and services you need and expect. The Milsoft Support Team attempts to handle customer support calls on the initial contact. For issues requiring further research and/or additional resources, Milsoft uses an incident management system to manage customer support calls and fallow-up. As a general rule,a ticket is created if a resolution is not accomplished on the first call from the customer. In addition,a ticket will automatically be generated if a customer contacts Milsoft via email. Support calls are handled efficiently such that the reporter of the incident is both informed and satisfied with the resolution. In order to meet the service level expectations of our customers,Milsoft has set standards for turnaround time according to the priority given each ticket. • Emergency priority tickets should be closed within twenty-four hours. ■ High priority should be assigned to tickets that need to be closed within seven business days. • Medium priority should be assigned to tickets that need to be closed within thirty business days. • Any ticket that can take thirty plus business days to resolve should be prioritized as Low. All Feature Suggestion tickets should be initially set to low priority.