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Backup Documents 05/14/2024 Item #16C 3
ORIGINAL DOCUMENTS CHECKLIST & ROUTING SLIP RE E VED TO ACCOMPANY ALL ORIGINAL DOCUMENTS SENT TO THE BOARD OF COUNTY COMMISSIONERS OFFICE FOR SIGNATURiAY 14 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 County Attorney Office no later than Monday preceding the Board meeting. MST(management 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/fr 2. County Attorney Office County Attorney Office C'(�.$ bI ib 4. BCC Office Board of County I Commissioners Gl1by /,/ Sig and Records Clerk of Court's Office 4. Minutes Ii 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 r—(5 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 �� N/A is not BCC,all changes directed by the BCC have been made,and the document is ready for the �,`'�,/,yq an option for Chairman's signature. �� this line. 16C 3 FIRST AMENDMENT TO AGREEMENT No. 21-001-NS FOR UTILITY BILLING & CUSTOMER SERVICE INTEGRATED SOFTWARE SYSTEM Li THIS FIRST AMENDMENT is made and entered into on this ( I �� `^mil Qom" 202<< (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 CA0 16C 3 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 r COLLIER COUNTY, FLORIDA 13y: f`P- • k c' By: Chris , I, hairman Dated: t► r .: /14.4 (SEAL) es a o Cb2ai m, 's 1/,. sirgi.tsr_ilnIy . Contractor's Witnesses: CONTRACTOR: N. Harris Computer Corporation First W. e By; 77.— C c--.� �`xIC f Signature I Type/print witness Tbb�a 1 y(A°1ZDSq,✓ a C F I Type/print signature and titlel / econ iitn s J / -e Dat I ype/print witness name I Apv to rm and Legality: Ca Sanseverino , (r Assistant County Attorney �l/ VII(,1 lki Page 2 of 2 First Amendment to Agreement No. 21-00 I-NS 16C 3 Addendum 1 to General Service Agreement #21-001-NS Between inHance and Collier County DataVoice's Hosted OMS and Hosted IVR CA0 16C 3 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 CA0 16C 3 $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 VolP 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 CA0 16C 3 IMPLEMENTATION (Includes Licensing& Professional service hours at the contracted rate of$175.00/hour): 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 Cqp 16C 3 IMPLEMENTATION (Continued) (Includes Licensing& Professional service hours at the existing contracted hourly rate): _ �, VE VOICE RESPONSE �� 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 r 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 r 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 r 35 6125 $ 17,514.50 Amazon Polly needed. IVR Planned Outage Informs customers about planned outages,tree 1 $ 3,708.00 F 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 r 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 $ - $ - ProductionServer-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 C 79. $13,825.00 $ 45,405.00- Totals $ 104,318.00 $44,100.00 $ 148,418.00 CAO 16C 3 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 Testing&Campaign Allows customers enroll in a service to both $ 12,085.50 Interface with DataVoice automatically report outages via text,as well as Testing 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 CAO 160 3 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.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 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 DataVoice at Co- $ 6,420.00 location with redundant power source. Hosting cost passed through. IVR Totals $ 15,822.39 Totals $ 51,838.65 CAO 16C 3 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. estone Contingent On Terms L 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 CAO 16C 3 ORIGINAL DOCUMENTS CHECKLIST & ROUTING SLIP TO ACCOMPANY ALL ORIGINAL DOCUMENTS SENT TO THE BOARD OF COUNTY COMMISSIONERS OFFICE FOR SIGNATURE 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 County Attorney Office no later than Monday preceding the Board meeting. **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. 2. 3. County Attorney Office County Attorney Officej, / 4. BCC Office Board of County (y Commissioners ivy /1r'j ( 5. Minutes and Records Clerk of Court's Office l" qi 57 4-1- PRIMARY CONTACT INFORMATIO Normally the primary contact is the person who created/prepared the Executive Summary. Primary contact information is needed in the event ne of the addressees above,may need to contact staff for additional or missing information. Name of Primary Staff Phone Number 7 Contact/ Department �o5h1 f)' �^� Z52 - Gozs- Agenda Date Item was S/1 1Z0 Z4-1 Agenda Item Number 283.2o Approved by the BCC Type of Document i‘b.1 ,.a 4St�eerve.-•l Number of Original Attached Documents Attached -1 16 C 3 PO number or account number if document is 471004 — 210111 — GI-19 0 30 to be recorded 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? 2. Does the document need to be sent to another agency for additional signatures? If yes, 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 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 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 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 signature and initials are required. 7. In most cases(some contracts are an exception),the original document and this routing slip 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 `7 and all changes made during N/A is not the meeting have been incorporated in the attached document. The County 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 ��„/ N/A is not BCC,all changes directed by the BCC have been made,and the document is ready for the an option for Chairman's signature. Y- this line. 16C 3 FIRST AMENDMENT TO AGREEMENT No. 21-001-NS FOR UTILITY BILLING & CUSTOMER SERVICE INTEGRATED SOFTWARE SYSTEM THIS FIRST AMENDMENT is made and entered into on this May ISth 2O0 (date), by and between N. Harris Computer Corporation (the "Contractor") and`Collier County, 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 GA© 16C 3 IN WITNESS WHEREOF, 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. By: CI a ,Chairman Dated: (SEAL) �test s to G i!. '3.. s nature onlf Contractor's Witnesses: CONTRACTOR: N. Harris Computer Corporation First W' e By: Signature c TType/print witness name /. `TbttD lare_by t2DS4,✓ C F27 I Type/print signature and title I econ ito s Datd T ype/print witness name I Approved s to Form and Legality: Carl one Sanseverino I L Assistant County Attorney I t Page 2 of 2 First Amendment to Agreement No. 21-OO1-NS CAo 16C 3 Addendum 1 to General Service Agreement #21-001-NS Between inHance and Collier County DataVoice's Hosted OMS and Hosted IVR S 16C 3 THIS Addendum 1("Addendum")to the General Service Agreement H21-001-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 • S 16C; 3 $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 S 1 6 C 3 IMPLEMENTATION (Includes Licensing&Professional service hours at the contracted rate of$175.00/hour): - '- OUTAGE MANAGEMENT SYSTEM , 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 C10 16C 3 IMPLEMENTATION (Continued) (Includes Licensing&Professional service hours at the existing contracted hourly rate): •- INTERACTIVE VOICE RESPONSE 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 fora 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 Twiltio Cloud based Sip Trunk integration for outbound 2 dialing.Per transaction fee for communication throughTwilllo.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 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 reenter the issue Into the OMS. IVR Linux VoIP IVR Base System Base System License Fee,includes any Natural US- 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 $ 1,581 50 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)•Wlli be removed Utility Supplied Voip IVR Specifications should match those provided In the 1 $ - 0 $ • $ ProductionServer•Linux IT Requirements Document from DataVoice. Server Please contact a DataVolce 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 CA0 16C 3 Recurring Annual Maintenance OUTAGE MANAGEMENTSYSTEM 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 Testing&Campaign Allows customers enroll in a service to both $ 12,085.50 Interface with DataVoice automatically report outages via text,as well as Testing Partner receive proactive notifications regarding outages affecting their account(s).NOTE;Thls will Include Auto Enrollment for New Customers if available via third party provider. MOBILE Texting Per Text Charge Testing Per Text Charge after first 10,000 texts. $ • Testing 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 testing 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 DataVolce 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 CAO 16C 3 INTERACTIVE 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 vlew current and historical usage.If more lines are needed,they can be activated for additional licensing fee. VIi 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.DataVoice reserves the right to raise if the fee is raised byTwiliio.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 mall 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 DataVolce at Co- $ 6,420.00 location with redundant power source. Hosting cost passed through. IVR Totals $ 15,822.39 Totals $ 51,838.65 cA0 16C 3 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. iAtiilll ..tioliii, /`V t i!tiAi 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 S