Agenda 05/14/2024 Item #16C 3 (Amendment #1 to Agreement #21-001-NS with Harris Computer Corporation)05/14/2024
EXECUTIVE SUMMARY
Recommendation to (1) approve and authorize the Chairman to sign Amendment No. 1 to Agreement No.
21-001-NS with N. Harris Computer Corporation to add the DataVoice Outage Management System module
to the current Impresa software application for a total non-recurring implementation cost of $148,418.00,
additional recurring annual maintenance costs of $58,884.65, and estimated annual transactional costs of
$30,000; and (2) approve the updated Exemption From Competitive Process Form for all the costs associated
with the Agreement including the Amendment 1 in an amount not to exceed $1,250,000 per fiscal year.
OBJECTIVE: Follow Board of County Commissioners (Board) recommendation to implement a customer
notification outage management system to allow the Collier County Water -Sewer District (CCWSD) to utilize a
Web-based system to notify affected customers quickly and disseminate accurate information to customers and
stakeholders 24/7/365 either by email, voice or text.
CONSIDERATIONS: On May 25, 2021 (Agenda Item 11.C.1), the Board approved Agreement #21-001-NS
“Utility Billing & Customer Service Integrated Software System” (the “Agreement”) with N. Harris Computer
Corporation for the maintenance, licensing, and technical services for the Impresa software used by Utility Billing
for an initial term of ten years with two five-year renewals with a waiver for an exemption to the competitive
process due to two failed attempts at Request for Proposal. At that time, the waiver form included only annual
maintenance costs not to exceed $189,000.
Software companies often add application modules demanded by users to effectively manage their customer base.
As a utility in a growing community, the CCWSD routinely encounters service issues. Staff recommends amending
the existing agreement to add an additional module to increase critical business functionality utilizing the
DataVoice Outage Management System to manage service interruption tickets for main breaks, boil water notices,
estimated service restoration times, rescind boil water notices and other utility service -related issues. This
application will enable the CCWSD to disseminate accurate information to impacted customers and other
stakeholders quickly utilizing integrations between the customer information database, the utility GIS system and
our Interactive Voice Response (IVR) system.
FISCAL IMPACT: Full annual costs for the Harris Computer Corporation contract, as well as those for the
associated added module, includes professional services for installation, integration development, implementation,
and licensing for a total non-recurring cost of $148,418.00. Recurring annual maintenance cost of the Impresa
billing system of $160,000, annual recurring maintenance of $58,884.65 for the DataVoice module, recurring
annual transactional charges for current Invoice Cloud transactions $574,000, and incremental transaction costs for
Data Voice of $30,000. Security issues with the current solid waste assessment roll requires a transition to the
Harris Computer Impresa billing system with estimated one-time conversion cost of $250,000 in fiscal 2025.
Increases to these costs include contractual CPI and additional functionality or enhancements as needed within an
amount not to exceed $1,250,000 per fiscal year. The source of the funding is the Collier County Water-Sewer
District Operating Fund (4008). Funds for the initial year are available in the Water -Sewer District Operating Fund
(4008) Fiscal Year 2024 Budget.
GROWTH MANAGEMENT IMPACT: This project meets current Growth Management Plan standards to
ensure the adequacy and availability of viable public facilities.
LEGAL CONSIDERATIONS: This item is approved for form and legality and requires a majority vote for Board
approval. - CJS
RECOMMENDATION: To (1) approve and authorize the Chairman to sign Amendment No. 1 to Agreement No.
21-001-NS with N. Harris Computer Corporation to add the DataVoice Outage Management System module to the
current Impresa software application; and (2) approve the updated Exemption From Competitive Process Form for
all the costs associated with the Agreement including the Amendment 1 in an amount not to exceed $1,250,000 per
16.C.3
Packet Pg. 1087
05/14/2024
fiscal year.
Prepared By: Annia Machin, Manager - Utility Billing & Customer Service, Utilities Finance Operations
ATTACHMENT(S)
1. DataVoice Presentation (PDF)
2. Signed_1st Amendment to 21-001-NS Harris (PDF)
3. Exemption Form Update (PDF)
16.C.3
Packet Pg. 1088
05/14/2024
COLLIER COUNTY
Board of County Commissioners
Item Number: 16.C.3
Doc ID: 28520
Item Summary: Recommendation to (1) approve and authorize the Chairman to sign Amendment No. 1 to
Agreement No. 21-001-NS with N. Harris Computer Corporation to add the DataVoice Outage Management
System module to the current Impresa software application for a total non-recurring implementation cost of
$148,418.00, additional recurring annual maintenance costs of $58,884.65, and estimated annual transactional costs
of $30,000; and (2) approve the updated Exemption From Competitive Process Form for all the costs associated
with the Agreement including the Amendment 1 in an amount not to exceed $1,250,000 per fiscal year.
Meeting Date: 05/14/2024
Prepared by:
Title: Operations Analyst – Public Utilities Operations Support
Name: Heather Sweet
04/05/2024 12:49 PM
Submitted by:
Title: Division Director - Operations Support – Public Utilities Operations Support
Name: Joseph Bellone
04/05/2024 12:49 PM
Approved By:
Review:
Public Utilities Operations Support Annia Machin PUD Reviewer Completed 04/16/2024 10:09 AM
Public Utilities Department Vincent Dominach Level 1 Department Review Completed 04/16/2024 10:42 AM
Public Utilities Operations Support Joseph Bellone PUD Reviewer Completed 04/16/2024 11:03 AM
Procurement Services Sandra Srnka Level 1 Purchasing Gatekeeper Completed 04/16/2024 2:04 PM
Procurement Services Sandra Srnka Procurement Director Review Completed 04/16/2024 2:05 PM
County Attorney's Office Carly Sanseverino Level 2 Attorney Review Completed 04/16/2024 4:10 PM
Public Utilities Department George Yilmaz Level 2 Division Administrator Review Completed 04/23/2024 1:08 PM
Office of Management and Budget Debra Windsor Level 3 OMB Gatekeeper Review Completed 04/23/2024 1:14 PM
Office of Management and Budget Blanca Aquino Luque OMB Reviewer Completed 04/24/2024 11:07 AM
Corporate Compliance and Continuous Improvement Megan Gaillard Additional Reviewer Completed
04/24/2024 7:12 PM
County Attorney's Office Jeffrey A. Klatzkow Level 3 County Attorney's Office Review Completed 04/25/2024 8:58 AM
County Manager's Office Dan Rodriguez Level 4 County Manager Review Completed 05/08/2024 9:33 AM
Board of County Commissioners Geoffrey Willig Meeting Pending 05/14/2024 9:00 AM
16.C.3
Packet Pg. 1089
DATAVOICE
Outage
Management
System
16.C.3.a
Packet Pg. 1090 Attachment: DataVoice Presentation (28520 : First Amendment to Harris Computer Corp
Definition of Outage Management System
•Fully configured, managed and maintained by PUD 24/7/365 without
dependencies on 311 or Emergency Management.
•Back-office software with features for PUD to enter, manage, dispatch
and close service interruption tickets all while disseminating accurate
information to customers and stake holders -Commissioners, County
Manager, Deputy County Managers, Utility team members.
•Notification thresholds can be set so that stakeholders are informed
when a specified number of customers are affected.
•Integrated with GIS, Cityworks and Impresa CIS.
•90-120 day project implementation.
16.C.3.a
Packet Pg. 1091 Attachment: DataVoice Presentation (28520 : First Amendment to Harris Computer Corp
Customer engagement –keep customers
informed before, during and after service
interruptions via multiple avenues.
•Web Outage Reporting and Maps: view real-time outage information via Google maps. The utility can select the level of detail the consumer sees.
•Text Messaging: allows users to enroll for text-message communications services. Customers can receive notifications for planned and unexpected outages, restoration updates and more.
•Interactive Voice Response (IVR): report service interruptions. Provides planned outage notifications. Plus, it integrates with common VoIP systems like our Cisco phones.
•Mobile App: see outages, estimate service restoration times and, completed restorations
16.C.3.a
Packet Pg. 1092 Attachment: DataVoice Presentation (28520 : First Amendment to Harris Computer Corp
Clarity During Crisis
•Automated phone answering and call
routing
•Account notifications-boil water,
service interruptions, hurricane
messages, service resumes
•Automated trouble reporting-Text,
Phone, Web and Customer Portal
•Centralized triage and dispatch of
trouble reports
•Mobile field tools for crews
•Managers Apps to keep all
stakeholders apprised
16.C.3.a
Packet Pg. 1093 Attachment: DataVoice Presentation (28520 : First Amendment to Harris Computer Corp
Benefits to CCWSD specific data
•Integrates with GIS -using GIS Publisher to generate browser based maps through a direct integration.
•Integrates with Impresa CIS -for up -to-date customer information. This allows the customer’s key
contact information to be part of the outage for quick communication.
•Integrates with Cityworks -submits a work order to Cityworks when a device outage is created in
OMS. It closes the work order when the outage is closed
•Integrates with VoIP -Cisco to replace afterhours call service and uses AI to enter/receive outages into
the OMS.
•These integrations will result in saving of staff time and consistent and clear communication channels offering clarity during crisis.
•No RFP, this would only require a contract amendment for additional services
16.C.3.a
Packet Pg. 1094 Attachment: DataVoice Presentation (28520 : First Amendment to Harris Computer Corp
Customer Information Current Stats
•Active Accounts 82,530
•Phone numbers 79,680 (97%)
•Email addresses 63,584 (77%)
•No contact info 673 (.008%)
16.C.3.a
Packet Pg. 1095 Attachment: DataVoice Presentation (28520 : First Amendment to Harris Computer Corp
It’s Expandable
for future:
•WASTE WATER –would work same as water
•METERS -The DataVoice OMS integrates with numerous different metering (AMI) systems. Can assess meter status at individual service locations. In some cases, users can even get access to blink analysis, tamper detection and other real-time AMI data without ever leaving the OMS.
•SCADA -The DataVoice OMS offers several different options for integrating with SCADA. When SCADA indicates a device has locked open, it results in an immediate outage in OMS. In certain cases, OMS can even track switching changes as they happen in SCADA or a distribution management system (DMS).
•SOLID WASTE –create a ticket when there is a problem or schedule a pickup.
16.C.3.a
Packet Pg. 1096 Attachment: DataVoice Presentation (28520 : First Amendment to Harris Computer Corp
16.C.3.bPacket Pg. 1097Attachment: Signed_1st Amendment to 21-001-NS Harris (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)
16.C.3.bPacket Pg. 1098Attachment: Signed_1st Amendment to 21-001-NS Harris (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)
16.C.3.bPacket Pg. 1099Attachment: Signed_1st Amendment to 21-001-NS Harris (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)
16.C.3.bPacket Pg. 1100Attachment: Signed_1st Amendment to 21-001-NS Harris (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)
16.C.3.bPacket Pg. 1101Attachment: Signed_1st Amendment to 21-001-NS Harris (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)
16.C.3.bPacket Pg. 1102Attachment: Signed_1st Amendment to 21-001-NS Harris (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)
16.C.3.bPacket Pg. 1103Attachment: Signed_1st Amendment to 21-001-NS Harris (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)
16.C.3.bPacket Pg. 1104Attachment: Signed_1st Amendment to 21-001-NS Harris (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)
16.C.3.bPacket Pg. 1105Attachment: Signed_1st Amendment to 21-001-NS Harris (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)
16.C.3.bPacket Pg. 1106Attachment: Signed_1st Amendment to 21-001-NS Harris (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)
EXEMPTION FROM COMPETITVE PROCESS FORM Page 1 of 2
Revised :ĂŶƵĂƌLJϮ02ϰ
EXEMPTION FROM COMPETITIVE PROCESS FORM
/ŶƐƚƌƵĐƟŽŶƐ:dŚĞ ĨŽůůŽǁŝŶŐ ƉƌŽĐƵƌĞŵĞŶƚ ĐĂƚĞŐŽƌŝĞƐ ŵĂLJ ďĞ ĞůŝŐŝďůĞ ĨŽƌ ĞdžĞŵƉƟŽŶ ĨƌŽŵ ƚŚĞ ĐŽŵƉĞƟƟǀĞ ƉƌŽĐĞƐƐ ƉĞƌ
Procurement Ordinance 17-Ϭϴ͕ ĂƐ ĂŵĞŶĚĞĚ͕ ^ĞĐƟŽŶ ŝŐŚƚ͕ džĞŵƉƟŽŶƐ ƚŽ ƚŚĞ ŽŵƉĞƟƟǀĞ WƌŽĐĞƐƐ͖ ďĂƐĞĚ ƵƉŽŶ ƚŚĞ
ĚĞƚĞƌŵŝŶĂƟŽŶ ŽĨ ƚŚĞ ŽƵŶƚLJ DĂŶĂŐĞƌ Žƌ ĚĞƐŝŐŶĞĞ ƚŚĂƚ ĂƉƉƌŽǀĂů ŽĨ ƐƵĐŚ ĂŶ ĞdžĞŵƉƟŽŶ ŝƐ ŝŶ ƚŚĞ ďĞƐƚ ŝŶƚĞƌĞƐƚ ŽĨ
ƚŚĞ ŽƵŶƚLJ͘ WƵƌĐŚĂƐĞƐ ŐƌĞĂƚĞƌ ƚŚĂŶ ΨϱϬ͕ϬϬϬ ǁŝůů ƌĞƋƵŝƌĞ ĮŶĂů ĂƉƉƌŽǀĂů ďLJ ƚŚĞ ŽĂƌĚ ŽĨ ŽƵŶƚLJ ŽŵŵŝƐƐŝŽŶĞƌƐ͘
Complete all ƐĞĐƟŽŶƐ ŽĨ ƚŚŝƐ ĨŽƌŵ ƉƌŝŽƌ ƚŽ ƐƵďŵŝƫŶŐ ŝƚ ƚŽ WƌŽĐƵƌĞŵĞŶƚ. Any quotes and/or ĚŽĐƵŵĞŶƚĂƟŽŶ
ƐƵďŵŝƩĞĚ ŵƵƐƚ ďĞ ĚĂƚĞĚ ǁŝƚŚŝŶ ƚŚĞ ůĂƐƚ ƚŚŝƌƚLJ ;ϯϬͿ ĚĂLJƐ͘ /Ĩ ĂƉƉůŝĐĂďůĞ͕ ƐƵďŵŝƚ ǁŝƚŚ ƚŚĞ ĨŽƌŵ ĂƐƐŽĐŝĂƚĞĚ termƐ ĂŶĚ
ĐŽŶĚŝƟŽŶƐŽƌĂŐƌĞĞŵĞŶƚƐ͘
1. Government Agency/Non-WƌŽĮƚ
2.ZĞŐŝƐƚƌĂƟŽŶͬƵĞƐͬdƌĂŝŶŝŶŐ
3.^ƵďƐĐƌŝƉƟŽŶƐͬWĞƌŝŽĚŝĐĂůƐͬWƌŝŶƚĞĚDĂƚĞƌŝĂůƐ
4.ĚǀĞƌƟƐĞŵĞŶƚƐ
5.hƟůŝƚLJ^ĞƌǀŝĐĞƐ– subject to government control
6. ĚƵĐĂƟŽŶͬĐĂĚĞŵŝĐPrograms/Trainers/Speakers
7. Legal Services
8.WƵƌĐŚĂƐĞƐƌĞƋƵŝƌĞĚďLJŐƌĂŶƚƐͬŐŝŌƐ
ϵ͘ ŽŵƉĂƟďŝůŝƚLJͬProprietary with current systems
10.^ŚŽƉĞƐƟŵĂƚĞƐŽŶĚŝƐĂƐƐĞŵďůĞĚĞƋƵŝƉŵĞŶƚ
11. Personnel/Recruitment Services
12. Works of art for public display
13.ŝƌĞĐƚWƵƌĐŚases
14. Financial Instruments
15. Entertainment Services for County Sponsored Events
16. Management Studies as directed by the County Manager
ϭϳ͘ ZĞƐŽůƵƟŽŶͬŝƌĞĐƟŽŶ;ŝŶĐůƵĚĞƌĞƐŽůƵƟŽŶŶƵŵďĞƌ
ĂŶĚĂƉƉƌŽǀĂůĚĂƚĞͿ
SECTION ONE
Requester:ŝǀŝƐŝŽŶ͗
Requested Item;ƐͿ/Service;ƐͿ:Vendor Name:
SECTION TWO
Historical Countywide Expenditure: Requested Not to Exceed Expenditure Per FY:
ZĞƋƵĞƐƚĞĚĂƚĞZĂŶŐĞ͗ ƵĚŐĞƚ&z͗ One Time Purchase DƵůƟƉůĞWƵƌĐŚĂƐĞƐ
SECTION THREE
Quote/Proposal: Yes No
/ĨLJĞƐ͕ĂƩĂĐŚ͘
ŐƌĞĞŵĞŶƚͬdĞƌŵƐΘŽŶĚŝƟŽŶƐ͗ zĞƐ EŽ
/ĨLJĞƐ͕ĂƩĂĐŚ͘
SECTION FOUR
Detailed ĞƐĐƌŝƉƟŽŶŽĨWƵƌĐŚĂƐĞ.
✔
Annia Machin PUD-FOS-UBCS
Impresa Billing system N. Harris Computer Corporation
$ 1,602,843 $ 1,250,000
2024-2031 FY2024
Impresa Financial software, training, modifications, conversions, annual maintenance and transactional costs for
Utility Billing software and an amendment to add the DataVoice Outage Management System module to the current
Impresa software application.
16.C.3.c
Packet Pg. 1107 Attachment: Exemption Form Update (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)
EXEMPTION FROM COMPETITVE PROCESS FORM Page 2 of 2
Revised :ĂŶƵĂƌLJ202ϰ
Detailed Public WƵƌƉŽƐĞ. Include why this purchase is ĞƐƐĞŶƟĂůƚŽŽƵŶƚLJŽƉĞƌĂƟŽŶƐ͘
SECTION FIVE
/ŶĨŽƌŵĂƟŽŶdĞĐŚŶŽůŽŐLJ͘^ĞůĞĐƚzĞƐŝĨƚŚĞƉƌŽĚƵĐƚƐͬƐĞƌǀŝĐĞƐĂƌĞƌĞůĂƚĞĚƚŽ/ŶĨŽƌŵĂƟŽŶdĞĐŚŶŽůŽŐLJ͘/ĨLJĞƐ͕ƉƌŽǀŝĚĞƚŚĞ
WƵƌĐŚĂƐŝŶŐŽŵƉůŝĂŶĐĞŽĚĞ;WͿŶƵŵďĞƌŽƌĞŵĂŝůĂƉƉƌŽǀĂůĚŽĐƵŵĞŶƚĂƟŽŶ͘
Yes No If yes, provide the PCC number:
SECTION SIX
Requester: Signature:
ŝǀŝƐŝŽŶŝƌĞĐƚŽƌ͗ Signature:
ĞƉĂƌƚŵĞŶƚ,ĞĂĚ;ZĞƋƵŝƌĞĚŝĨŽǀĞƌΨϱϬ͕ϬϬϬͿ͗Signature:
Procurement ŝƌĞĐƚŽƌ;ΨϱϬ͕ϬϬϬĂŶĚƵŶĚĞƌͿ: Signature:
WƌŽĐƵƌĞŵĞŶƚŝƌĞĐƚŽƌ;KǀĞƌΨϱϬ͕ϬϬϬĐŽŶƟŶŐĞŶƚŽŶ
ŽĂƌĚĂƉƉƌŽǀĂůͿ͗
Signature:
WƌŽĐƵƌĞŵĞŶƚhƐĞKŶůLJ
ApprovĞĚ&Žƌ: ƉƉƌŽǀĞĚďLJŽĂƌĚ͗ Contract #:
^ƚĂƌƚĂƚĞĂƚĞ Contract Not Applicable
ŶĚĂƚĞ Agenda # džĞŵƉƟŽŶη͗
Impresa software is utilized to bill customers of the CCWSD on a monthly basis. The
software has been in effect since 2001 and provides a robust financial package. In 2021 we entered into a new
contract with Harris which includes Invoice Cloud customer payment portal. The current contract is an initial ten (10)
year period with two (2) additional renewals for five (5) years each. The new contract amendment will add the
DataVoice Outage Management System to manage service interruption tickets for main breaks, boil water notices,
estimated service restoration times, rescind boil water notices and other utility service-related issues. In FY 2025 we
anticipate migrating the Solid Waste Residential Roll to Impresa to eliminate the no longer supported special
assessment application.
IT approval email attached.
Annia Machin MachinAnniaM Digitally signed by MachinAnniaM
Date: 2024.04.15 13:07:19 -04'00'
Joseph Bellone BelloneJoseph Digitally signed by BelloneJoseph
Date: 2024.04.15 13:12:27 -04'00'
Dr George Yilmaz YilmazGeorge Digitally signed by YilmazGeorge
Date: 2024.04.16 08:32:59 -04'00'
Sandra Srnka
Sandra Srnka Digitally signed by Sandra Srnka
Date: 2024.04.16 09:12:37 -04'00'
4/16/24
5/24/31
21-001-NS
24-108-EX
16.C.3.c
Packet Pg. 1108 Attachment: Exemption Form Update (28520 : First Amendment to Harris Computer Corp Agreement No. 21-001-NS)