#08 (CS Stars SOW #1)
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CS STARS
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CS STARS Statement of Work
#1 for Collier County Board of
County Commissioners
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Brett Greenway, Senior Account Manager
CS STARS LLC
3475 Piedmont Rd.. Suite 1200
Atlanta, GA, 30305
Phone: 404.995.3016
Fax: 404.995.3017
Email: bgreenway@csstars.com
October 9, 2008
Version 1
This document contains proprietary and confidential business infonnation and is intended solely for
employees of Client. No portion may be reproduced or shared with consultants or other third parties
without advance written pennission from CS STARS LLC.
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Table of Contents
1. Maintenance Services and Support ........ ................................ ................. ............. .......................3
A. Software Product LIcenses and Maintenance ...............................3
B. Advanced Features and Universal Solutions .................................3
C. Custom Software Maintenance.........................................................4
D. Technical Services...... ......................... .................... .... ....... ................5
E. Scheduled Data Processing Services .............................................5
F. Ongoing Training ................................................................................6
G. Ongoing Services and TraveL.........................................................?
3. Pricing and Invoice Schedule ................................. ...... ................ ............. ..................... ............. 8
4. S~tement of Work Approval....................... .................................................................. ...............8
Data Conversion and Scheduled Data Processing Services Appendix ....................................... 9
Financial Appendix............... ............. ..................................................................... ........................... 14
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CS STARS
Statement of Work #1 for STARS TM Software
This Statement of Work #1 ("Statement of Work") describes services to be perfOrmed by CS STARS LLC ("CS
STARS") for Collier County Board of Commissioners ("Client"). This Statement of Worl< is subject to all the
terms ahd conditions of the Software License and Services Agreement entered into by the parties on
November 24, 2008 (the "Agreemenr).
This Statement of Work is effective on November 24, 2008 (the "SOW # 1 Effective Date") and will remain in
effect through November 23, 2011 unless terminated sooner in accordance with the Agreement.
Any capitalized terms not defined in this Statement of Work shall have the same definitions as set forth in the
Agreement.
1. Maintenance Services and Support: Ongoing software maintenance and related support
2. Price and Payment Schedule: Cost breakout for project products and ongoing services
3. Statement of Work Approval
4. Appendices and Additional Approvals: Additional details that apply to information
contained in this Statement of Work
1. Maintenance Services and Support
The following describes the services included for the ongoing maintenance of this account
CS STARS will license the following software to Client in accordance the terms and conditions of the
Agreement:
A. Software Produd Licenses and Maintenance
I eor.~...~
STA~STM Professional Edition
/DescrIptIon
~ 9 named User licenses
I It Version 8.10 of STARSTM Professional Edition.
r-;-.---------- .----------..-.-
,It Any Upgrades to the STARSTM Software for the Edition licensed
I under the Agreement that are generally released during the term of
this Statement of Work. Any Client Support Hours used to install
I Upgrades will be applied against Client's ongoing Client Support
I Hours.
- r'-Mig~tions t~;~ cs STARS .so~~' pratk;~s are not included
l in this Statement of Work and will require an additional SOW (Le.
migration from STARSTM Professional Edition to STARSTM
Enterprise).
i It Client may contact its CS STARS service representative to obtain a
pricing indication for a migration to a new CS STARS software
platform.
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I Ur>arades
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r Migrations (for non-
Enterprise clients only)
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B. Advanced Features and Universal Solutions
This section provides details about advanced system features included in this Statement of Work.
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I DeIINnIbIit
Maintenance of Advanced
Features and Universal Solutions
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lMaintenance services related to Advanced Features and )
I Universal Solutions included in attached Project Scope and
Oeliverables section will be applied against the Client Support
Hours. If set Client Support Hours are depleted, additional Client
Support Hours will be charged as incurred.
Advanced FeaturesU;;d~--------"- r Mai~tenan~- ~;:;:,~~ ~-,~t;jt~Ad'~~~~ F;atu~s will be
Custom Letters I applied against the Client Support Hours. If set Client Support
1.1 Events and Validations j Hours are d~pleted, additional Client Support Hours will be
I . ! charged as Incurred.
:
-.----------.-..--..- -.-....- -- r ...--.--.-.-----..-.....-.....-.---- ....-.-.-... ... -'-...-..-._ _._...M.__.___.....__....___.......__.._____ ....
: Universal Solutions Used: i Maintenance services related to Universal Solutions will be
, None I applied against the Client Support Hours. If set Client Support
I Hours are depleted, additional Client Support Hours will be
! charged as incurred.
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C. . Custom Software Maintenance
1 DelMttabIe I ~h
, Maintenance of Custom SOlutions," Maintenance services related to custom pius-ins included in
i attached Project Scope and Oeliverables section are included in
I I this Statement of Work.
r-------.--------..--------..----. ,-------.....---....---..-....-- ..' .-.-.-.-.. -...------......----..--.
Custom Plug-In 1 ; HR Interface
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D. Technical Services
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Client Data will be
hosted on CS
STARS's servers
, during the term of this
I
I Statement of Work.
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~fnc:ludedln" DeIMnbIe
!. 200 Megabytes for sto~ge for up to 25,000
! claim records are included. Total storage shall
! not exceed 6,200 megabytes.
i. 6 additional gigabytes of storage for all other
i data, including, but not limited to transactions,
I attachments and any supplemental custom
I tables.
!. Additional storage can be purchased at a rate
of $1000 per one gigabyte of storage.
! III Backups of Database one time nightly
:. Standard AuditIMonitorinQ feature is not
enabled in STARS ThI.
:. Client requested Data Recovery Services can
be purchased at CS STARS's then-current rate '
for such services at the time of the request.
III Client is responsible for allowing appropriate
firewall access to STARSTIol ASP environment.
ASP Setup
Installation, maintenance, tuning, administration or enhancement of Client system environment, networks,
servers, or other equipment is not included this Statement of Work.
Client is responsible for complying with the minimum technical requirements as provided in the Hardware
and Software Documentation.
E., Scheduled Data Processing SeMces
Fees charged by data providers for the transmittal of data to CS STARS are not included in this Statement
of Work: and shall be payable by Client directly to such data providers.
Standard Data Processing: The CS STARS standard tumaround time for nOn-daily and non-weekly
scheduled claim and transaction data processing is three (3) business days from the time that CS STARS
Data Operations Center confirms that incoming data is in the expected data layout, balances to control
totals, and passes basic quality checks performed by CS STARS. Data processing will take place during
CS STARS's normal business hours. Unless specifically stated otherwise, the Scheduled Data
Processing Services deliverable relates only to loading data into the Licensed Software, but not any
extracts of such data.
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CS STARS
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I Data Source
I Johns Eastern
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Claims
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DCIrrleeItasks
o Ccntacts I Vendors
DOSHAOata
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o LDc:aaon DIIa
o VakJes Data
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o Weekly
BOnceOaily
0Iher:
rDm Processing
Details
StandlId Data Processing
For additional details regarding Scheduled Data Processing Services, please see Data Conversion and
Scheduled Data Processing Services Appendix.
F. Ongoing Training
Travel for ongoing training will be billed as incurred unless included in Ongoing Services and Travel section.
I Dellverabht
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I WharslncJudId.rn this DeIMnble
Instructor Led
Training
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1 day (8 hours maximum per day) of
onsite instructor led training for up to
15 colleagues per year at Client's
Naples location or at a CS STARS's
training facility.
Configuration of standard training
materials
Live instructor led training for
groups of Client users.
Users Conference
Fees'
I Registration fees for CS STARS
Users Conferences Included
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I. 2 registration fees are included in this
I Statement of Wort<:.
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CS STARS
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G. Ongoing Services and Travel
I DelMnbte
Clierit Support, Account
Management and Consulting
Services
j WhIIf. lncIucieclln Deliverable r
, Package of 125 ann~al Client-Support Hours is included in ._-,
this Statement of Work. Client may pre-purchase additional I
Client Support Hours packages in advance of the complete
erosion of any package at the same rate that Client is
charged for such Client Support Hours in the initial package.
, Additional Service Hours purchased by Client after all Client
Support Hours have been eroded will be billed as incurred at
CS STARS' then-current rate at the time of the request.
, Support is offered during CS STARS normal business hours.
· Customer support, account management and consulting
services related to maintenance and ongoing use of the
Software. Examples include, but are not limited to, service
time spent on: Upgrades, migrations, user assistance with
features, troubleshooting, testing, project management,
issues management, stewardship meetings, account
management, report configuration, data reconciliation, Third
Party Administrator claim takeover analysis; changes to
existing workflows or system setup; consulting related to
changes to custom solutions, changes to data conversions
or changes to reports; technical assistance, creation of
I events and validations, maintenance of custom reports,
status calls, meetings and Documentation.
-- rt'-T~;;;;! ;~y-~-~uh;jf~-;S~~ices i;~luding, b~ not limited
I to, training, working meetings, stewardship meetings, project
i meetings, and technical services required for Upgrades or
i installations.
I' 2 trips for 2 team members for up to $750 per person are
I included. Additional travel will be billed as incurred.
i Ongoing Travel
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CS STARS
3. Pricing and Invoice Schedule
See Financial Appendix for additional billing details. Fees do not include applicable taxes. All fees are subject
to U.S. State Sales Tax, where applicable.
, DeIMnIbIe
I Year 1 Fees
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! Year 2 Fees
I Fees I Payment Schedule
I $81,000 r, Billed on SOW #1 Effective
I Date.
I I
I $81,000 .... ra-Silled on:
: I November 24, 2009.
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i $81,000 I' Billed on:
! I November 24,2010.
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i Year 3 Fees
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4. Statement of Work Approval
This offer will expire on November 23, 2008.
IN WITNESS WHEREOF, the undersigned have duly executed this Statement of Work, or have caused
this Sta'ement of Work to be duly executed on their behalf as of the SOW #1 Effective Date.
Collier County Board of Commissioners
CS STARS LLC
Name
Name
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Signature
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Title ,
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CS STARS
Data Conversion and Scheduled Data Processing Services Appendix
Detail
The following further explains the Data Conversion Services deliverable.
Client is responsible for facilitating delivery of Client
Data to CS STARS from all data providers, including
a layout definition or data dictionary.
Client is responsible for facilitating delivery of control
total reports to CS STARS for each data provider.
Cumulative claims data conversion
. L ImporU:Jnt pistincti~.
All Client Data provided to CS STARS must be
encrypted using the NIST/AES or DES standards. CS
STARS will provide the publiC keys and the methods
: used for encryption. This policy pertains to all Client
Data sent electronically or physically to CS STARS.
Not all data providers are able to provide all data
components for data conversions. Prior to execution of
this Statement of Work, Client is responsible for
verifying that all of Client's data providers are able to
provide such data components.
Fees charged by data providers are not included in this
Statement of Wor1<: and shall be payable by Client
directly to the data providers.
In the event that control total reports are not available
for a data provider, Client must provide written approval
of agreement with CS STARS on a method of
reconciliation.
A cumulative claims data conversion consists of claim
indicative data (name, address, Joss date, etc.) and
summary financials only and does not include other
data elements (adjuster notes, OSHA records, contacts,
and/or historical detailed payments / reserve
transactions).
Historical detailed transactions are only included if the
component entitled "Historical transaction data
conversion" is selected in the Statement of Wor1<:.
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Detail
Historical transaction data conversion
CS STARS will wor1< with Client to develop data
mapping and transformation rules.
CS STARS will develop data conversion program(s)
and processes.
CS STARS will maplintegrate the Client Data
received from all data providers into a single
repository and match claims between data providers,
if needed.
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CS STARS
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Historical transaction data conversion includes detailed
historical payment and reserve transactions only.
In the event of an imbalance between claim summary
financials and detailed transactions, the claims may be
balanced to the transactions or vice versa, dependent
on feedback from the data provider and Client.
Fees charged by data providers are not included in this
Statement of Work and shall be payable by Client
directly to the data providers.
Data associated with history of check processing and
printing is not included in an historical transaction
conversion.
Data associated with historical medical bill invoice/line
item conversion is not included in an historical
transaction conversion.
CS STARS cannot fabricate data based on the source
data or other factors.
CS STARS will only develop data conversion
program(s) and processes for data conversion
components explicitly listed in the Statement of Wor1<.
Additional data conversion components may be added
to project scope, but an additional fee will apply and the
timeframe of the project may change accordingly.
Some information may not be available through the
data provider; if the data is available, the data provider
may charge Client an additional fee that is not included
in this Statement of Work
Client may need to provide assistance in claim
matching activities.
This activity does not include claim matching or data
issue resolution associated with a Carrier or TPA
takeover of claims from another Carrier or TPA unless
that activity is explicitly listed as a deliverable in this
Statement of Work.
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Detail
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CS STARS will perform three (3) data loads into the
STARSTM database: one initial load into the Test
STARSTM database, one additional load containing
revisions into the Test STARS ™ database, and one
final load into Production.
CS STARS will perform the following quality control
activities: reconciliation to control total reports
provided by data providers; validation of incoming
data codes (locations, cause, nature of injury, body
part, pay types, etc.); validation of STARS standard
business rules; reconciliation of all exceptions
produced during loads into the STARS database;
completion of unit testing on converted data as
defined in the Data Operations Standard Test Plan
CS STARS will provide documentation of conversion
results. '
: Any time spent by CS STARS to create more than the
: three (3) specified data loads will be charged against
the Client Support Hours or, if all Client Support Hours
have been eroded, all time spent will be charged to
Client at CS STARS's then-current rate for such
services.
Wrthin ten (10) business days of the date that CS
STARS forwards the mappings to Client, Client shall
reviewltest the mapping(s) and either: (a) inform CS
STARS of any necessary revisions to the mappings or
(b) sign-off on the mappings by signing the a Data
, Conversion Mapping Closure document (the "Mapping
Closure"). In the event that CS STARS does not
receive either a signed copy of the Mapping Closure or
Client's requested revisions by such date, the mappings
will be deemed approved by Client.
STARSTM Standard Business Rules and Data
Operations Standard Test Plan are available upon
request
Conversion result documentation indudes the following:
· Reconciliation results between control total
reports and data conversion reports and
documented explanation of discrepancies, if
needed
· STARSTM Gate reports
· STARSTM Update reports
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CS STARS
Detail
The following further explains the Scheduled Data Processing Services deliverable.
ImP.o.$l}t.pis~l}c:tiol'l.
Data Processing Components
Ongoing data processing includes the following
actMties, which are all based on control total reports
and Client Data provided by Client and/or its data
providers:
Ongoing data conversion processing, source data
validation, and update of data from Carriers or TPAs
into STARSTM or ClaimSuite TM.
Financial reconciliation with control total reports.
Minor code changes in conversion routines to address
new business needs for Client, Le., new location is
added to structure
Resolution of code errors with the Carrier I TPA
Resolution of claims that are missing or have been
dropped from the Carrier I TPA feed
Troubleshooting data related issues with the Carrier I
TPA
Scheduled Daily loads into the STARS ™ database
Not all data providers are able to provide all data
components for data processing. Client is responsible
for confirming the frequency and data components
with its data providers. In addition, if the data is
available, the data provider may charge Client an
additional fee that is not Included in this Statement of
Wor1< and shall be payable by Client directly to its data
providers.
Claim-only data updates do not include detailed
payment and reserve transactions. CS STARS builds
a single cumulative transaction per financial category
(Le. Medical, Expense, and Indemnity) for each claim
to allow for prior valuation or loss development
reporting.
In the event of an imbalance between claim summary
financials and detailed transactions during a detailed
transaction update. the claims may be balanced to the
transactions or vice versa, dependent on feedback
from the data provider and Client.
Takeover claim projects (Le. one carrier/TPA assumes
the claims for another carrier/TPA) require a new
Statement of Wor1< or Work Order and will either
require an additional fee or erode Client Support
Hours. In the event that a takeover is not
communicated to the Data Operations Center in
advance, time spent to correct data integrity issues will
be billed as incurred at CS STARS's then-current
rates for such services.
Client-requested changes to a data conversion after
the data conversion has moved into production are not
included in ongoing data processing activities and will
be billed as incurred at CS STARS then-current CS
STARS's rate for such services at the time of the
request.
Changes to the layout of the incoming data feeds that
are dictated by the Carrier I TPA requiring additions or
changes to data conversion routines
Investigation of data quality issues with the data
provider and correction of these errors through CS
STARS programming efforts will be billed as incurred.
Daily loads are performed once daily during an agreed
upon nightly window.
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Detail
CS STARS will perfonn scheduled loads into the
STARSTM database during an agreed upon time
frame.
Scheduled data processing tumaround time
Data Quality Control includes only: reconciliation to
control totals provided by Client's data providers; paid
financial and daim count trending, induding
investigation of discrepancies. validation of incoming
data codes (locations, cause, nature of injury, body
part, pay types, etc.); validation of STARSTM standard
business rules; reconciliation of all exceptions
produced during loads into the STARSTM database;
resolution of daims that are missing and/or have been
dropped from the data source, all based on control
total reports and Client Data provided by Client and/or
its data providers.
In"'''', c,,~ CSSTARS~
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CS STARS
L.lm~lltpis~~r1.
CS STARS's standard data processing schedule is to
perform scheduled non-daily or non-weekly data
updates into the STARSTM database during CS
STARS's normal business hours (Monday- Friday
8:00 a.m. to 5:00 p.m. CST, except CS STARS
holidays) with minimal disruptions.
Client is responsible for identifying and communicating
an acceptable scheduled update time period. CS
STARS is responsible for notifying Client in advance of
scheduled updates being performed.
Processing outside CS STARS's normal business
hours, induding weekends and holidays, is available
for an additional fee.
CS STARS's standard tumaround time for non-daily
and non-weekly scheduled data processing is three
(3) business days from time of data acceptance at the
CS STARS Data Operations Center.
Shorter tumaround time may be available for an
additional fee.
In the event of data issues with the data provider, CS
STARS can not be held to the tumaround time
specified in the Statement of Work.
Client may be required to provide timely feedback to
notification of discrepancies, invalid codes, exception
reconciliation techniques, and/or missing/dropped
claims in order for CS STARS to meet standard
turnaround time.
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Financial Appendix
MalnCllent Business Contact Infom'1a.t1on
Business Contact Name
Business Contact Title
Business Contact Address
Business Contact Phone
Business Contact Fax
Business Contact Email Address
Client Billing Information
Billing Contact Name
Billing Contact TiUe
Billing Contact Address
Billing Contact Phone
Billing Contact Fax
Billing.Contact Email Address
Client Tax Jurisdiction'"
Billing Currency
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CS STARS
Jeff Walker
Director of Risk Management
3301 Tamaimi Trail
. Naples, FL 34112
(239) 252-8906
(239) 530-6401
JeffWalker@coIllergov.net
Jeff Walker
Director of Risk Management
3301 Tamaimi Trail
Naples, FL 34112
(239) 252-8906
(239) 530-6401
JeffWalker@colliergov.net
USD
Preferred Invoicing Method Mail
-If Client has a tax exempt status, please attach tax exempt form to this appendix. For European clients. please
indicat~ VAT or No VAT in this section as well.
Payment Remission Details
ents OVeml ht Courier Address
Wells Fargo Lockbox
CS Stars LLC
PO Box 201739
2975 Regent Blvd
Irvi ,TX 75063
I~ /?nL--
In"'.'ed, CI~ . CS STARS fI..=-
CS STARS Lockbox for Pa
CS STARS LLC
P.O. Box 201739
Dallas. TX 75320-1739
ACH Wire Instructfons
Bank: Wells Fargo Bank
Dallas, TX
ABA: 121000248
Account No: 4121269922
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