#21-001 NS (N. Harris Computer Corporation) ORIGINAL DOCUMENTS CHECKLIST & ROUTING SLIP RECEIVED
TO ACCOMPANY ALL ORIGINAL DOCUMENTS SENT TO
THE BOARD OF COUNTY COMMISSIONERS OFFICE FOR SIGNATURIAY 1 4 2024
Print on pink paper. Attach to original document. The completed routing slip and original documents are to be forwarded to the County Attorney
Office at the time the item is placed on the agenda. All completed routing slips and original documents must be received in the Coupty Attorneys management
Office no later than Monday preceding the Board meeting. Nisi( nl MM
**NEW** ROUTING SLIP
Complete routing lines#1 through#2 as appropriate for additional signatures,dates,and/or information needed. If the document is already complete with
the exception of the Chairman's signature,draw a line through routing lines#1 through#2,complete the checklist,and forward to the County Attorney Office.
Route to Addressee(s) (List in routing order) Office Initials Date
1. Risk Risk Management /I/A-
2. County Attorney Office County Attorney Office
c5 big
4. BCC Office Board of County II ,
Commissioners G1f b 4 1 .SI16
4. Minutes and Records Clerk of Court's Office r
t/I�t'J00,42-,#„,
5. Procurement Services Procurement Services
PRIMARY CONTACT INFORMATION
Normally the primary contact is the person who created/prepared the Executive Summary. Primary contact information is needed in the event
one of the addressees above,may need to contact staff for additional or missing information.
Name of Primary Staff Francheska Correa/Procurement Contact Information 239-252-6020
Contact/Department
Agenda Date Item was 05/14/2024 Agenda Item Number 16.C.3
Approved by the BCC
Type of Document First Amendment Number of Original 1
Attached Documents Attached
PO number or account N/A 21-001 NS N. Harris
number if document is N. Harris Computer Computer
to be recorded
Corporation. Corporation.
INSTRUCTIONS & CHECKLIST
Initial the Yes column or mark"N/A"in the Not Applicable column,whichever is Yes N/A(Not
appropriate. (Initial) Applicable)
1. Does the document require the chairman's original signature STAMP OK N/A
2. Does the document need to be sent to another agency for additional signatures? If yes, N/A
provide the Contact Information(Name;Agency;Address;Phone)on an attached sheet.
3. Original document has been signed/initialed for legal sufficiency. (All documents to be FC
signed by the Chairman,with the exception of most letters,must be reviewed and signed
by the Office of the County Attorney.
4. All handwritten strike-through and revisions have been initialed by the County Attorney's N/A
Office and all other parties except the BCC Chairman and the Clerk to the Board
5. The Chairman's signature line date has been entered as the date of BCC approval of the FC
document or the final negotiated contract date whichever is applicable.
6. "Sign here"tabs are placed on the appropriate pages indicating where the Chairman's FC
signature and initials are required.
7. In most cases(some contracts are an exception),the original document and this routing slip N/A
should be provided to the County Attorney Office at the time the item is input into SIRE.
Some documents are time sensitive and require forwarding to Tallahassee within a certain
time frame or the BCC's actions are nullified. Be aware of your deadlines!
8. The document was approved by the BCC on 05/14/2024 and all changes made during N/A is not
the meeting have been incorporated in the attached document. The County L� ) an option for
Attorney's Office has reviewed the changes,if applicable. this line.
9. Initials of attorney verifying that the attached document is the version approved by the -r N/A is not
BCC,all changes directed by the BCC have been made,and the document is ready for the .0/9 an option for
Chairman's signature. �"'( this line.
FIRST AMENDMENT TO AGREEMENT No. 21-OOl-NS
FOR
UTILITY BILLING & CUSTOMER SERVICE INTEGRATED SOFTWARE SYSTEM
THIS FIRST AMENDMENT is made and entered into on this I I `^mil a-- 2029
(date), by and between N. Harris Computer Corporation (the "Contractor") and Collier Cou ty, a
political subdivision of the State of Florida, (the "County") (collectively, the "Parties"):
WHEREAS, on May 25, 2021 (Agenda Item 11.C.1), the County entered into Agreement
No. 21-001-NS, "Utility Billing& Customer Service Integrated Software System" (the "Agreement"),
with Contractor for maintenance, licensing, and technical services for the Impresa software used by
Utility Billing; and
WHEREAS, the Parties desire to amend the Agreement to add DataVoice management
(Hosted OMS and Hosted IVR) tool with features to allow the County to enter, manage, dispatch and
close service interruption tickets all while disseminating accurate information to customers and stake
holders; and
WHEREAS, the cost associated with the added module includes professional services for
installation, implementation, and licensing with a total non-recurring implementation cost of
$148,418.00, a total recurring annual maintenance cost of $51,838.65, and recurring monthly &
quarterly charges per text/per transaction.
NOW, THEREFORE, in consideration of the mutual promises and covenants herein
contained, it is agreed by the Parties as follows:
1. The above recitals are hereby incorporated into this First Amendment as if fully set forth herein.
2. Addendum No. 1 to the Agreement,establishing the scope and fees for added module, is hereby
incorporated into the Agreement as attached hereto this First Amendment.
3. All other terms and conditions of the Agreement shall remain the same.
[Signature page to follow this page]
Page 1 of 2
First Amendment to Agreement No. 21-001-NS
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IN WITNESS WI-IEREOF, the Parties have executed this First Amendment on the date and year
First written above by an authorized person or agent.
ATTEST:
Crystal K. Kinzel, Clerk of the Circuit BOARD OF COUNTY COMMISSIONERS
Court and Comptroller COLLIER COUNTY, FLORIDA
•
By: I ___ B)':
A/" Chris , I, halrman
Dated: -► At,: ;. /141,0],.7
(SEAL) e5 a o Ch m- 'S
e ai n' t 1.nly .a
Contractor's Witnesses: CONTRACTOR:
N. IIarris Computer Corporation
First W. e By: —>" ����
�� O�,—slef Signature e
I Type/print witness Tbbm Quyj its .✓ C Fa
tType/print signature and titlel'
/ econ tits s
j / 4 Dat
T ype/print witness name I
Approved ' ' to rrn and Legality:
Car eanne Sanseverino , 'r
Assistant County Attorney q(LI I/A
Page 2 of 2
First Amendment to Agreement No. 21-001-NS
Addendum 1 to General Service Agreement #21-001-NS
Between inHance and Collier County
DataVoice's Hosted OMS and Hosted IVR
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THIS Addendum 1 ("Addendum")to the General Service Agreement#21-001-NS by and between Collier County
and N. Harris Computer Corporation/inHANCE Division dated May 25th, 2021 ("the Agreement") is made and
entered into and effective this date, by and among Collier County, and Harris. All terms used herein and not
otherwise defined in this Addendum shall have the same meanings as set forth in the Agreement.
Recitals
Summary of Services Provided
DataVoice will install and configure the product modules pursuant to the scope set forth in the Product Description
section of the proposal. Products listed as Optional at the time of signing are not included in any installation and
configuration until they are purchased by the customer.Any material changes or deviations from the standard
configuration may, in DataVoice's sole discretion, result in additional fee(s). It is specifically understood that non-
disclosed or misrepresented material facts and issues revealed during the discovery process may require additional
fees.
Project Management fees for a 90 day project implementation have been included. If the project delays beyond
the 90 period, DataVoice reserves the right to submit a change order for additional project management fees as
necessary.
Addendum 1
COST SUMMARY
Non-recurring Implementation
Licensing
• IVR License Fees: $ 31,580.00
• OMS License Fees: $ 72,738.00
$104,318.00
Professional Services
• IVR Professional Services: $ 13,825.00
• OMS Professional Services: $ 30,275.00
$ 44,100.00
Total Implementation: $148,418.00
Recurring Annual Maintenance
OMS
• GIS $ 2,053.13
• Apprise for Managers $ 4,000.00
• Texting & Campaign Interface $12,085.50
• After Hours Notifications email/SMS $ 2,251 .13
• Basic CityWorks Integration $ 1,986.75
• OMS Product Foundation $ 7,219.75
• OMS Base System Hosted at DataVoice $ 6,420.00
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$36,016.26
IVR
• Inbound Per Port License $ 1,537.50
• Outbound Per Port License $ 307.50
• Twillio $ 325.00
• Outage Entry Module $ 2,531.00
• Call Customers Verify Restoration $ 529.88
• Linux VoIP IVR Base System $ 2,847.38
• Planned Outage Notification $ 927.00
• Automated Ticket Entry through IVR $ 397.13
• IVR Hosted Solution $ 6,420.00
$15,822.39
Total Recurring Annual Maintenance $ 51,838.65
*Recurring annual increase is not to exceed seventy five percent (75%) of the current year's
February Consumer Price Index for All Urban Consumers (CPI-U) for Miami-Fort Lauderdale-
West Palm Beach, FL
Recurring Monthly & Quarterly
• OMS - Texting Per Text Charge $ 0.02 per text after first 10,000 / month
• IVR — Twillio outbound dialing $ 0.02 per transaction / billed quarterly
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IMPLEMENTATION
(Includes Licensing & Professional service hours at the contracted rate of$175.00/hour):
t1.m E ,ANAG u;
Product Module Description Annual Monthly
Line Maintenance Recurring
Cost
MAPS GIS Integration Software The GIS Publisher allows you to generate browser $ 2,053.13
based maps through a direct integration with your
GIS Solution.
MOBILE Customer Facing Web Included in base $ -
Portal-For Water
MOBILE Apprise for Managers Apprise Managers App for Single Service allows $ 4,000.00
users to authenticate to see existing issues at a
glance-Unlimited users
MOBILE Texting&Campaign Allows customers enroll in a service to both $ 12,085.50
Interface with DataVoice automatically report outages via text,as well as
Texting Partner receive proactive notifications regarding outages
affecting their account(s). This will include Auto
Enrollment for New Customers if available via third
party provider. Note:DataVoice holds the contract
with the Texting Partner,Fees are passed through.
MOBILE Texting Per Text Charge Texting Per Text Charge after first 10,000 texts.
Texting Per Text Charge for 10,000-25,000 texts. 0.02
OMS After Hours Notification of System can identify when an issue report is $ 2,251.13
Outages via email/SMS created by a customer and notify a utility
employee that is designated.This notification is
designed to be via email or texting only as the IVR
is not in place.This module has the ability to use
set escalation.
certain threshold.
OMS Basic CityWorks This module submits a work order to CityWorks $ 1,986.75
Integration when a device outage is created in OMS.It closes
the work order when the outage is closed.
OMS OMS Product Foundation OMS Product Foundation includes back office $ 7,219.75
features for entering,managing,dispatching and
closing service interruption tickets.Customer
Facing Web page and Apprise for managers
included.
OMS OMS Base System Hosted OMS System Hosted By DataVoice at Co-location $ 6,420.00
at DataVoice with redundant power source.Hosting cost passed
through.
OMS OMS Server provided by Removed from Quote
utility
OMS Third Party Call Removed from Quote
Center/IVR Integration
OMS Totals $ 36,016.26 $ 0.02
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IMPLEMENTATION (Continued)
(Includes Licensing & Professional service hours at the existing contracted hourly rate):
,441MSERACTIVE VOICE.RESPQt,
Product Module Description Quantity License PS hours PS Hours @ New Net
Line Fee contract rate Invoice
IVR Inbound Per Port License The base IVR solution includes licensing for a 10 $ - 2.5 $ 437.50 $ 437.50
specified number of inbound lines.Users can
monitor the reports,graphs and charts to view
current and historical usage.If more lines are
needed,they can be activated for additional
licensing fee.
IVR Outbound Per Port License The base IVR solution includes licensing for a 2 $ - .5 $ 87.50 $ 87.50
specified number of outbound lines.Users can
monitor the reports,graphs and charts to view
current and historical usage.If more lines are
needed,they can be activated for additional
licensing fee.
IVR Twillio Cloud based Sip Trunk integration for outbound 2
dialing. Per transaction fee for communication
through Twillio.This is priced at.02 per
transaction.DataVoice reserves the right to raise if
the fee is raised by Twillio.Users can monitor the
reports,graphs,and charts to view current and
historical usage.If more lines are needed,they can
be activated for additional licensing fee.
IVR Outage Entry Module Allows customer's to use the automated system to 1 $ 10,124.00 ' 8 1400 $ 11,524.00
report their outages.It will allow the customer to
enter identifying information,verify the
customer's location using text to speech and speak
any outage information returned by the OMS,or
allow the customer to report an outage at their
location.The system also allows the caller's to
leave a voice mail attached to the ticket if they
have further information on the cause of the
outage.
IVR Call Customers Verify Automatically places a call to customers who 1 $ 2,119.50 P 3 525 $ 2,644.50
Restoration(Other Svc) requested a notification when their service Is
restored.It plays a friendly message letting the
customers know that we believe their service has
been restored,and if it has not,allows them to
press a key to automatically re-enter the issue into
the OMS.
IVR Linux VoIP IVR Base System Base System License Fee,includes any Natural TTS- 1 $ 11,389.50 35 6125 $ 17,514.50
Amazon Polly needed.
IVR Planned Outage Informs customers about planned outages,tree 1 $ 3,708.00 ' 3 525 $ 4,233.00
Notification trimming and other activities that might affect
their service.Forewarning eliminates many
unnecessary customer calls.
IVR Automated Ticket Entry Provides IVR menu choices to allow callers to 1 $ 1,588.50 P. 3 525 $ 2,113.50
through IVR(Other Svc) report a water issue.
IVR IVR Hosted Solution IVR System Hosted By DataVoice at Co-location $ 2,650.50 $ 4,200.00 $ 6,850.50
with redundant power source.Hosting cost passed
through. 24
Training IVR Training&Prep Based on Training time and Prep time:IVR Training- 1 $ - 0 $ - $Will be removed
Training IVR Training Travel Time Travel Time for on site training.(On site training 1 $ - 0 $ - $travel expenses are not included in the above
training fees and will be billed separately)-Will be
removed
Utility Supplied Voip IVR Specifications should match those provided in the 1 $ - 0 $ - $Production Server-Linux IT Requirements Document from DataVoice.
Server Please contact a DataVoice representative to verify
you have the most recent specifications.Will be
removed
IVR Totals $ 31,580.00 79. - $13,825.00 $ 45,405.00
Totals $ 104,318.00 $44,100.00 $ 148,418.00
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Recurring Annual Maintenance
Product Module Description Annual
Line Maintenance
MAPS GIS Integration Software The GIS Publisher allows you to generate browser $ 2,053.13
based maps through a direct integration with your
GIS Solution.
MOBILE Customer Facing Web Included in base $ -
Portal-For Water
MOBILE Apprise for Managers Apprise Managers App for Single Service allows $ 4,000.00
users to authenticate to see existing issues at a
glance-Unlimited users
MOBILE Texting&Campaign Allows customers enroll in a service to both $ 12,085.50
Interface with DataVoice automatically report outages via text,as well as
Texting Partner receive proactive notifications regarding outages
affecting their account(s).NOTE;This will include
Auto Enrollment for New Customers if available
via third party provider.
MOBILE Texting Per Text Charge Texting Per Text Charge after first 10,000 texts. $ -
Texting Per Text Charge for 10,000-25,000 texts.
OMS After Hours Notification of System can identify when an issue report is $ 2,251.13
Outages via email/SMS created by a customer and notify a utility
employee that is designated.This notification is
designed to be via email or texting only as the IVR
is not in place.This module has the ability to use
set escalation.
certain threshold.
OMS Basic CityWorks Integration This module submits a work order to CityWorks $ 1,986.75
when a device outage is created in OMS.It closes
the work order when the outage is closed.
OMS OMS Product Foundation OMS Product Foundation includes back office $ 7,219.75
features for entering,managing,dispatching and
closing service interruption tickets.Customer
Facing Web page and Apprise for managers
included.
OMS OMS Base System Hosted OMS System Hosted By DataVoice at Co-location $ 6,420.00
at DataVoice with redundant power source.Hosting cost passed
through.
OMS OMS Server provided by Removed from Quote
utility
OMS Third Party Call Center/IVR Removed from Quote
Integration
OMS Totals '$ 36,016.26
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A... • 101 VE VOICE RESPONSE
Product Module Description Annual
Line Maintenance
IVR Inbound Per Port The base IVR solution includes licensing for a $ 1,537.50
License specified number of inbound lines.Users can
monitor the reports,graphs and charts to
view current and historical usage.If more
lines are needed,they can be activated for
additional licensing fee.
IVR Outbound Per Port The base IVR solution includes licensing for a $ 307.50
License specified number of outbound lines.Users
can monitor the reports,graphs and charts
to view current and historical usage.If more
lines are needed,they can be activated for
additional licensing fee.
IVR Twillio Cloud based Sip Trunk integration for $ 325.00
outbound dialing. Per transaction fee for
communication through Twillio.This is
priced at.02 per transaction.Data Voice
reserves the right to raise if the fee is raised
by Twillio.Users can monitor the reports,
graphs,and charts to view current and
historical usage.If more lines are needed,
they can be activated for additional licensing
fee.
IVR Outage Entry Allows customer's to use the automated $ 2,531.00
Module system to report their outages.It will allow
the customer to enter identifying
information,verify the customer's location
using text to speech and speak any outage
information returned by the OMS,or allow
the customer to report an outage at their
location.The system also allows the caller's
to leave a voice mail attached to the ticket if
they have further information on the cause
of the outage.
IVR Call Customers Automatically places a call to customers who $ 529.88
Verify Restoration requested a notification when their service is
(Other Svc) restored.It plays a friendly message letting
the customers know that we believe their
service has been restored,and if it has not,
allows them to press a key to automatically
re-enter the issue into the OMS.
IVR Linux VoIP IVR Base Base System License Fee,includes any $ 2,847.38
System Natural TTS-Amazon Polly needed.
IVR Planned Outage Informs customers about planned outages, $ 927.00
Notification tree trimming and other activities that might
affect their service.Forewarning eliminates
many unnecessary customer calls.
IVR Automated Ticket Provides IVR menu choices to allow callers to $ 397.13
Entry through IVR report a water issue.
(Other Svc)
IVR IVR Hosted Solution IVR System Hosted By Data Voice at Co- $ 6,420.00
location with redundant power source.
Hosting cost passed through.
IVR Totals $ 15,822.39
Totals
$ 51,838.65
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PAYMENT AND TERMS
In consideration for the software provided and services delivered by DataVoice, Customer
agrees to pay DataVoice the amount of$148,418.00. DataVoice will bill through inHance,
based on the inHance Milestone table below. A Certificate of Installation and a Certificate of
Completion will be issued as defined in the Section titled ACCEPTANCE TESTING. The
payment terms will be 'net 30 days' on all invoices. Recurring fees and maintenance will be
billed immediately following final milestone payment and will be due in 30 days.
Payment upon delivery of None 50% $74,209.00
configured test environment
Start Project - Project Kickoff None $0.00
Meeting
On successful user acceptance None 35% $51,946.30
testing
After go live None 15% $22,262.70
Training None $0.00
Go Live None $0.00
Annual Maintenance will be prorated in Year 1 to align with the Master Agreement's
maintenance schedule. Therefore the initial amount due will be calculated as (51,838.65/365)
multiplied by the number of calendar days between go live and September 30, 2024 (inclusive).
On go-live: As calculated above
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