Agenda 07/26/2011 Item #16C37/26/2011 Item 16.C.3.
EXECUTIVE SUMMARY
Recommendation to approve an amendment to Contract #06 -3972 with Tele- Works, Inc., to
transfer the Utility Billing and Customer Service Department's existing Interactive Voice Response
Software System to a hosted environment, waive the formal bid process, and approve a contract
with Collector Solutions Inc. for credit card and Automated Clearing House processing to meet
Payment Card Industry Data Security Standards compliance for automated telephone payments.
OBJECTIVE: To transfer the Utility Billing and Customer Service Department's (UBCS)
existing Tele- Works, Inc, (TWI) Interactive Voice Response Software System (IVR) to a hosted
environment (iCALL IVR), and approve a contract with Collector Solutions, Inc., (CSI) for
credit card and Automated Clearing House (ACH) processing to meet Payment Card Industry
(PCI) Data Security Standards compliance for automated telephone payments.
CONSIDERATIONS: The Collier County Water -Sewer District (CCWSD) currently accepts
credit card payments via the TWI IVR (approximately 21,200 annual transactions worth $4.7
million in FY2011) that can no longer reside on Collier County Government's current IT
network. The TWI IVR uses communications methods that require an isolated network to meet
PCI Data Security Standards (PCI -DSS — commonly referred to as PCI compliance) that cannot
be provided now or in the near future. PCI compliance is the basic component securing the
customer's personal credit card information, and the final component of the Identify Theft
Prevention Program required by the Federal Trade Commission. The Board of County
Commissioners approved the CCWSD's Identity Theft Prevention Program on April 28, 2009,
Agenda Item 16C2. To meet PCI compliance security requirements, automated telephone
payments will be outsourced, hosted by the TWI iCALL IVR Application. TWI is partnered
with the N. Harris Computer Corporation. Harris is the vendor of the in -HANCE utility billing
system utilized by UBCS. TWI is also partnered with CSI to provide the iCALL IVR PCI
compliant hosted solution.
The existing IVR system provides an efficient and cost effective means of managing up to 35
percent of inbound customer calls, particularly through its integration with the in -HANCE billing
system. On average, each month the IVR system handles 1,800 (approximately 81 per business
day) inbound calls from customers wanting to make water -sewer payments without speaking to a
customer service representative. Implementation costs and the balance of annual recurring costs
for FY201 1 areas follows:
Activity
Cost
FY2011 Cost
TWI — iCALL one time set up fee in FYI 1
$ 5,000
$ 5,000
TWI - Annual Maintenance /iCALL (recurring) FYI l 2
months
$ 36,000
$ 6,000
Harris - in -HANCE API one time set u fee in FY 11
$4,375
$4,375
Harris — Annual Maintenance in -HANCE API (recurring)
FYI 1 2 months
$600
$100
Approximate Total
$45,975
$15,475
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7/26/2011 Item 16.C.3.
Online Resources Card and Credit Services is the current service provider of credit card
processing for the existing IVR system and charges 2 percent of the transaction value, plus $0.20
per transaction, at an estimated annual cost of $98,000. The transition to the TWI hosted WALL
IVR replicates the existing TWI IVR payment functionality and enables continuation of the TWI
outbound courtesy calling application, but requires that credit card processing for automated
telephone payments be provided by TWI's iCALL IVR embedded partner CSI. CSI on -going
transaction costs will be 2.7 percent of the transaction value at an estimated annual cost of
$126,300 at the current projected call volumes. The TWI hosted iCall IVR configuration meets
all PCI compliance requirements. Staff considered two other options, re- engineering the county
IT network firewall system to isolate UBCS or competing the hosted IVR and credit clearing
house services contract, but to do so would require the successful contractor to build two
separate interfaces (from their application to the IVR and to the Harris utilities billing software
respectively), as well as the courtesy calling functionality.
The first option would require that all telephones on the county PBX system be included if the
PBX transmits credit card information as clear text, which could be resolved by encrypting all
telephone end points or segmenting the telephone network into regions. Information Technology
(I.T.) considered the encryption to have significant agency wide risk and cost. Segmenting the
network architecture into security zones is within the current I.T. strategic plan, but it would not
be possible to meet the PCI time constraints. Initial cost estimates for a new architecture could
run as high as $200,000.
The second option of competing the hosted IVR and credit clearing house services would
potentially introduce new vendors who do not have existing business partnerships with Harris,
which would increase the risk of not completing the transition before December 31, 2011 and
begin incurring non - compliance penalties of $10.000 per month.
By contracting with TWI /CSI, Collier County will be able to obtain these services without
spending additional time and money to develop, test and implement a complete replacement of
all functionality and interfaces. Accordingly, given the urgency to get this application into a PCI
compliant environment, staff recommends waiver of formal competition pursuant to the purchase
of a hosted IVR and associated credit clearing house services agreement, approval of an
Amendment to the TWI contract, and award of a contract to CSI pursuant to Section V.A.4 of the
purchasing policy.
Recurring costs for FY2012 to utilize iCALL IVR PCI compliant, automated telephone
payments are as follows:
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Current IVR
WALL IVR
Difference A
Annual TWI IVR maintenance
$29,000
$36.000
$7.000
Annual eVision maintenance (up to 8
ports)
$15,000
$15,000
$0
Annual inHANCE API maintenance
0
$600
$600
Transaction costs (estimate based on
current call volume)
$98,000
$126,300
$28,300
Approximate Total
_
$142,000
$162.900
$35,900
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7/26/2011 Item 16.C.3.
Staff anticipates utilizing the TWI IVR system and CSI for ACH payment processing for the
next ten (10) years. Maintenance and operating costs throughout the tern of this contract will
approximate $1,629,000.
Cost Benefit Analysis:
No Action: $10,000 per month fine OR no longer accepting telephone payment
iCall IVR $15,475 start up plus $35,900 additional annual cost
Network Zoning $200,000 one time cost plus annual hardware maintenance
Other vendors Unknown purchase cost plus integration with annual maintenance
Advantages to WALL
• PC]-DSS compliant.
• Secure site for customers to enter personal credit card information, 24/7/365.
• Credit card payments are either approved or denied at the time of the transaction, while
checks sent to the lock -box carry the risk of the later being rejected for non- sufficient
funds (NSF). NSF transactions create negative impacts on resources, causing staff to
expend time reversing payments, correlating with Finance, communicating with the
customer, and posting NSF fees to the account.
• Payments are posted in a real time environment.
Risk of not moving to iCALL — our customers will lose the ability to use a credit card to pay
their utility bill by telephone outside of normal business hours or without the assistance of a
customer service representative. With the current (growing) level of credit card transactions, this
would require additional staffing to accommodate a transfer of automated phone credit card
payments to payments handled via a customer service representative.
FISCAL IMPACT: Funds in the amount of $6,100 for annual maintenance are budgeted in
FY2011 in the Collier County Water -Sewer District Operating Fund (408). Funds in the amount
of $9,375 for one -time set up costs are budgeted in FY201 1 in the Water User Fees Fund (412)
and the Sewer User Fees Fund (414). On -going maintenance and transactions costs will be
included in the Proposed FY2012 Collier County Water -Sewer District Operating Fund (408).
LEGAL CONSIDERATIONS: This item has been reviewed and approved by the County
Attorney's Office, is legally sufficient for Board action and only requires a majority vote for
approval —SRT.
GROWTH MANAGEMENT IMPACT: This action has no impact on the Grow4h Management
Plan.
RECOMMENDATION: Approve an amendment to Contract 406 -3972 with Tele- Works, Inc., to
transfer the Utility Billing and Customer Service DeparhnenYs existing Interactive Voice
Response Software System to a hosted environment, waive the formal bid process, and approve a
contract with Collector Solutions, Inc., for credit card and Automated Clearing House processing
to meet Payment Card Industry Data Security Standards compliance for automated telephone
payments.
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7/26/2011 Item 16.C.3.
PREPARED BY: Peter Lund, Revenue Manager, Utility Billing and Customer Service.
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7/26/2011 Item 16.C.3.
COLLIER COUNTY
Board of County Commissioners
Item Number: 16.C.3.
Item Summary: Recommendation to approve an amendment to Contract #06 -3972 with
Tele- Works, Inc., to transfer the Utility Billing and Customer Service Department's existing
Interactive Voice Response Software System to a hosted environment, waive the formal bid
process, and approve a contract with Collector Solutions Inc. for credit card and Automated
Clearing House processing to meet Payment Card Industry Data Security Standards compliance
for automated telephone payments.
Meeting Date: 7/26/2011
Prepared By
Name: debbie chinn
Title: Administrative Assistant, Utilities Finance Operations
6/30/2011 8:06:47 AM
Submitted by
Title: VALUE MISSING
Name: LundPeter
6/30/2011 8:06:49 AM
Approved By
Name: ParkerNicole
Title: Contracts Special ist,Purchasing & General Services
Date: 6/30/2011 8:59:38 AM
Name: Joseph Bellone
Title: Manager - Utility Billing & Cust Serv.,Utilities Finance Operations
Date: 6/30/2011 9:15:30 AM
Name: LundPeter
Date: 6/30/2011 10:04:52 AM
Name: WidesTom
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Title: Director - Operations Support - PUD,Utilities Fina
Date: 6/30/2011 11:39:16 AM
Name: HapkeMargie
Title: VALUE MISSING
Date: 6/30/20112:06:26 PM
Name: AxelrodBarry
Title: Director - Information Technologv,information Technology
Date: 7 /1/2011 9:32:44 AM
Name: CamellSteve
Title: Director - Purchasing/General Services,Purchasing
Date: 7/8/2011 9:10:24 AM
Name: TeachScott
Title: Deputy County Attomey,County Attorney
Date: 7 /8/2011 9:44:53 AM
Name: YilmazGeorge
Title: Director- Wastewater, Wastewater
Date: 7/12/2011 11:22 :52 AM
Name: TeachScott
Title: Deputy County Attomey,County Attorney
Date: 7/12/2011 12:23:38 PM
Name: Klatzkow7eff
Title: County Attorney,
Date: 7/12/2011 3:02:54 PM
Name: GreenwaldRandy
Title: ManagementBudget Analyst,Office of Management & B
Date: 7/13/2011 11:38:25 AM
Name: UsherSusan
Title: Management/Budget Analyst, Senior,Office of Manage
Date: 7/18/2011 12:06:51 PM
Name: KlatzkowJeff
Title: County Attorney,
Date: 7/18/20114:24:28 PM
Name: Pricel-en
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7/26/2011 Item 16.C.3.
7/26/2011 Item 16.C.3.
Title: Administrator - Administrative Services,
Date: 7/19/2011 12:35:31 PM
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7/26/2011 Item 16.C.3.
EXHIBIT A -1 Contract Amendment No. 1
06- 3972 "Utility Billing Interactive Voice Response"
This amendment, dated qu1y 26 2011 to the referenced agreement shalt be by and
between the parties to the original agreement, Tele- Works, Inc., (to be referred to as "Tele-
Works") and Collier County, Florida, (to be referred to as "County").
RE: Contract # 06 -3972 "Utility Billing Interactive Voice Response"
In order to continue the services provided for in the original Contract document referenced above,
Tele -Works agrees to amend the above referenced Contract to provide iCALL IVR software and
Hosting services as described in Exhibit Al -A "Supplemental Terms and Conditions ", Exhibit A1-
B, "iCALL IVR Software Functions ", Exhibit Al -C "Implementation Services ", Exhibit AI -D
"Data Security" and Exhibit Al-E- "Fees ", attached herein and incorporated by reference.
All other terms and conditions of the agreement shall remain in force.
IN WITNESS WHEREOF, Tele -Works and County have each, respectively, by an authorized
person or agent, hereunder set their hands and seals on the date(s) indicated below.
ATTEST:
Corp&ate Secretary /Witness
By: !,u 0<k —
Dated: Cd: a:
ATTEST:
Dwight E. Brock, Clerk
Approved as to form and
Le sufficie
SlIott Teach
Deputy County Attorney
0
Firm
Tele- 6rks,4xt.
By; Sc th) Sc r o T
Title: 2cz o�
Dated: G f.1- Z I Z,1I I
OWNER:
BOARD OF COUNTY COMMISSIONERS
COLLIER COUNTY, FLORIDA
Fred W. Coyle, Chairman
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Exhibit Al -A
Supplemental Terms and Conditions
1. Definitions
7/26/2011 Item 16.C.3.
WALL IVR. "iCALL IVR" is defined as the computer code and programs, including related
data files, rules, parameters, and documents licensed to County. iCALL IVR shall perform the
functions defined in Exhibit AI -B.
a) Hosting Environment. "hosting Environment" is defined as the hardware, software,
and Internet connections on which the iCALL IVR software will be operated and
accessible to County and County's customers via the Internet.
b) Customer. "Customer" is defined as any customer of County.
c) Hosting Services. "Hosting Services" is defined as the services required to enable
Customers to access and operate the iCALL IVR software in the Hosting Environment.
d) Implementation Services. "Implementation Services" are the services defined in
Exhibit Al -C. Tele -Works shall provide the Implementation Services to County.
0 Hosted System, "Hosted System" is defined as the Hosted Services, Hosting
Environment, iCAI,I. IVR, and Implementation Services.
f) Inhance. "Inhance" is the utility billing system that County utilizes to bill customers.
The iCALL IVR system will interact with the Inhance system to obtain customer
account information.
2. Tele -Works Responsibilities: Tele -Works will provide the iCALL IVR license, products
and services as defined in this amendment directly to County. Tele -Works shall be
responsible for the performance of all products and services, subject to the functions of the
it-JS Application Programming Interface (API) and the performance of the County network,
on which the API will reside.
3. iCALL IVR License: Tele -Works will provide the Count) with unlimited license access to
a hosted version of iCALL IVR and Telc -Works grants to County and County hereby
accepts a non- exclusive, non- transferable license to use the iCALL IVR Softvare in the
Hosted Environment during the license Term.
4. iCALL IVR License Term: The license granted herein shall commence upon execution of
this Agreement and shall remain in effect until County ceases- using the iCALL IVR
Software or termination. If the iCALL IVR software module is terminated by the County,
Tele -Works agrees to submit all invoices to the project manager within thirty (30) days of
receipt of the notice to terminate.
5. Ownership: The parties acknowledge that Tele -Works is the sole owner of the iCALL IVR
software and has the right to license the iCALL IVR software to County. Count), does not
acquire any rights, title or ownership interests express or implied, in the iCALL IVR
Software other than the licenses granted herein.
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7/26/2011 Item 16.C.3.
6. Proiect Schedule: Within fourteen (14) days after execution of this .Amendment, both
parties will develop a mutually agreed upon project schedule ( "Project Schedule ") for the
implementation of the Hosted System. Any modification to the project schedule shall be
mutually agreed upon in writing by Tele -Works and the County project manager or his
designee.
7. Modifications to Amendment: This .Amendment contains the entire understanding
between the parties regarding iCALL IVR software and Hosting services, and any
modifications to this Amendment shall be mutually agreed upon in writing by Tele -Works
and the County project manager or his designee, in compliance with the County Purchasing
Policy and Administrative Procedures in effect at the time such services are authorized.
8. Implementntion Services Specifications: Tele -Works shall provide County with a detailed
description of the services to be performed and written specifications for the services
('Implementation Services Specifications ") defined in Exhibit Al -C. Tele -Works shall not
perform the Implementation Services until County has approved the Implementation
Services Specifications in writing.
9. Hosted Svstem Acceptance Testing: Tele -Works shall provide services defined in Exhibit
Al -B "iCALL IVR Software Functions" and Exhibit Al -C "Implementation Services
Specifications" and make the Hosted System functional and available for County's intended
use. Tele -Works shall notify the County in writing when the Ilosted System is ready for
acceptance testing. Within forty five (45) days from receiving written notification from
Tele- Works, County shall test the Hosted System to verify that it performs the functions as
defined in this Amendment. By the end of the forty five day testing period. County will
either (i) notify Tele -Works in writing that the Hosted System is accepted "Acceptance' "); or
(ii) notify Tele -Works in writing that the Hosted System is not accepted.
9.1 If" County notifies Tele -Works in writing or verbally that the Hosted System is not
accepted, County will provide a list of the errors. After notification of non- acceptance,
Tele -Works shall have fourteen (14) days to cure the Hosted System errors to satisfy the
acceptance testing. The revised Hosted System shall be retested in the same manner as
described above in this section 9.0.
10. Invoicing: Hosted Annual Subscription, One -time Set -up, and Annual Maintenance Fees
shall be invoiced upon Acceptance. Subsequent year Hosted Annual Subscription and
Annual Maintenance Fees shall be invoiced annually in advance, subject to an annual
increase not to exceed 3 %.
11. Payments: Payments will be made upon receipt of a proper invoice, upon approval by the
County Contract Manager or his designee, and in compliance with Section 218.70, Florida
Statutes, otherwise known as the "Local Government Prompt Payment Act."
12. Access to the Hosted System: Tele -Works shall provide secure unlimited access to the
Hosted System for Customers. Such unlimited access shall be provided 24 hours per day, 7
days per week, subject to scheduled and unscheduled periods of non- availability as described
in Section I2.a and I2.b below.
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7/26/2011 Item 16.C.3.
a) Hosted System Availability: The Hosted System shall be available to
Customers 24 hours per day, 7 days per week, subject to scheduled and
unscheduled periods of non - availability as described in this section and section
12.b below. Tele -Works shall not be responsible for downtime due to County's
telephone system or network infrastructure, or an Internet failure outside the
control of Tele- Works. If the iCALL IVK software is not able to access the
County Inhance system, Customers will not be able to access their account
information or make payments using the Hosted System.
b) Scheduled Downtime: Scheduled downtime shall not exceed three (3) hours in
a calendar month without the prior written consent of the County. Scheduled
downtime notices will be communicated to County's system administrator at least
twenty four (24) hours in advance. Tele -Works shall make its best efforts to
schedule downtime for off hours and weekends.
C) Hosted System Uptime: Uptime is defined as the percentage oftotal time that
the Hosted System is either available or in scheduled downtime. 'Re Hosted
System shall lie deemed available if inaccessibility is due to County's telephone
system or network infrastructure. or an internet failure outside the control of Tele-
Works. Uptime is calculated as the sum of the available time plus scheduled
downtime divided by the total time, then expressed as a percentage. Uptime is
measured and calculated on a monthly basis. Tele -Works guarantees that the
uptime of the Hosted System shall be at least 99.0 %. on a monthly basis (the
"Guaranteed Uptime. ").
13. Support Sen °ices: In the event of a reported failure of the Hosted System, whether by
County staff or reported by customers to County staff, designated County representatives
will contact Tele -Works Support Services Call Center via telephone, (540)- 953 -2631. Tele-
Works Call Center personnel can be reached 24/7 %365 by calling the Call Center number and
selecting Option 3. Outside of Tele-Works business hours of 8:00 a.m. to 7:00 p.m. Eastern
Standard Time, selecting option 3 will page Call Center personnel immediately.
14. PCI Compliance: Tcle -Works warrants that the Hosted System shall be fully compliant
with all PC] required processing and standards and per Exhibit A 1-D.
Once per quarter, Tele -Works will have the hosted System scanted for non - compliance
with the PCI standards. The resultant report will document potential issues and include
information on how to correct any non - compliance.
15. ADA Compliance: Tele -Works warrants that the Hosted System shall be in full compliance
with all current ADA guidelines and requirements, including section 508 standards. If, at
any time during the tern of this Amendment. Tcie- N'orks is made aware that the Hosted
System does not conform to the current ADA guidelines and requirements. Tcle_Works shall
immediately correct such non - conformances at no additional charge to County.
16. Confidentialitv: Tele- Works acknowledges that all material and information supplied by
County or Customer which has or will come into the possession or knowledge of Tele-
Works in connection with Tele- Works' performance is to be considered County, or
Customer's confidential and proprietary information, disclosure of which information to or
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7/26/2011 Item 16.C.3.
use by third parties will be damaging or which disclosure may be prohibited by law. Tele-
Works agrees to hold such material and information in strictest confidence, not to make use
of it other than for performance as defined in this .Amendment, to release it only to Tele-
Works employees requiring such information, and not to release or disclose it to any other
party or otherwise violate applicable law with respect to any disclosure of information.
Confidentiality of information contained in this agreement is subject to the requirements of
the Florida Public Records Act, Chapter 119, Fla. Stat., and the Florida Sunshine Law,
Chapter 286, Fla. Stat.
17. Warrantv: Tele -Works represents and warrants that it will provide the Hosted System in a
manner consistent with general industry standards reasonably applicable to the provision
thereof, and that the Hosted System shall perform substantially in accordance with the
iCALL IVR specifications and other applicable documentation. OTHER THAN AS
EXPRESSLY SET FORTH HEREIN, TELE -WORKS MAKES NO WARRANTIES,
WHETHER WRITTEN OR ORAL, EXPRESS OR IMPLIED, WIT14 RESPECT TO THE
SOFTWARE, DOCUMENTATION, EQUIPMENT, OR SERVICES PROVIDED
HEREUNDER, OR ANY MODIFICATION, REVISIONS, OR DERIVATIVE WORKS
OF THE SOFTWARE OR DOCUMENTATION.
1 8 . Limitation on Liability: The limitations of liability in the original Agreement shall apply
to this amendment. Additionally, there shall be no limit to Tele- Works' liability with regard to
Tele- Works' breach of confidentiality of County's data or Customer's data.
19. Execution of Data Security Document: Tele -Works agrees that Tele- Works, and all
subcontractors of Tele-Works that will be providing services to the County, shall be required
to execute the Data Security document attached to this amendment as Exhibit Al -D. Tele-
Works and their subcontractors may not begin providing services to the County under the
terms of this amendment until the Data Security document has been executed and delivered
to the County.
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7/26/2011 Item 16.C.3.
Exhibit All-113
WALL IVR Software Functions
The Hosted mHANCE iCALL IVR software must perform the following functions:
I. The iCALL IVR application will integrate with the County's inHANCE Utility Systems
(iUS) database via an iUS Web Services Application Program Interface (API) written for
iCALL IVR, which will be obtained by the County. The .API must be installed on a Web
server within the County's data center and connected to the Countv's Database. The Web
services A131 must be accessible to Iele -Works hosted platform through the Internet. Ilarris
inHANCE is responsible for the County's iCALL IVR API installation and maintenance.
2. iCALL IVR will allow County customers to obtain general utility account status and balance
information and, optionally, to make payments on their accounts. Users log in by providing
their utility account number with optional validation using the street number of the billing
address. iCALL 1VR customers can be transferred to the County's customer service number
by explicit request or if it becomes evident that the user is having difficulty with the iCALL
1VR. The County's phone system will handle any after -hours conditions (no other types of
call transfers are provided by iCALL IVR). The iCALL IVR application will be available in
English or Spanish.
3. iCALL IVR allows users to make a payment on their account by credit card through a PCI
compliant * *, third party credit card payment vendor and for users to receive a credit card
payment vendor generated confirmation number. The Count will be provided with a log of
all payments accessible through a Web -based administration tool. The Count)- will be
responsible for obtaining and maintaining a "fete -Works approved Internet payment gateway
to facilitate real -time authorizations for credit cards and to facilitate the processing of check
payments (current approved gateways are CSI, Authorize.NET, or PayElow PRO).
4. Provide protissionally recorded voice prompts with text -to - speech capability for dynamic
information.
5. Perform the required interface to the County's third party credit card processing vendor to
process customer credit card payments.
* *Applications Gom a third party that will be used to store, process or transmit sensitive
cardholder data must be Payment Application Best Practices (PA1311) certified. This certification
ensures that the application is compatible with PCI requirements. Information about PABP
validation is available from Visa at:
(httn:llusa.visa eom /merch3ntc/risk mana ement'cisp payment applications htmll.
NOTE: T'he existing Tele -Works IVR functionality will with the implementation of iCALL,
L
be limited to the retention of the Outbound Calling function.
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7/26/2011 Item 16.C.3.
— Exhibit Al -C
Implementation Services
Implementation Services must include, but not be limited to, the following:
1. Hosted System —Services to make fully operational.
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7/26/2011 Item 16.C.3.
REPORTING OF UNAUTHORIZED DISCLOSURES OR MISUSE OF COVERED DATA
AND INFORMATION
Tele -Works shall report, either orally or in writing, to County any use or disclosure of Covered Data
not authorized by this Agreement or in writing by County, including any reasonable belief that an
unauthorized individual has accessed Covered Data. Telc- Works shall make the report to County
immediately upon discovery of the unauthorized disclosure, but in no event more than two (2)
business days after Tele -Works reasonably believes there has been such unauthorized use or
disclosure. 'I'ele- Works's report shall identify: (i) the nature of the unauthorized use or disclosure,
(ii) the County Covered Data used or disclosed. (iii) who made the unauthorized use or received the
unauthorized disclosure, (iv) what Tele -Works has done or shall do to mitigate any deleterious
effect of the unauthorized use or disclosure, and (v) what corrective action Tele -Works has taken or
shall take to prevent future similar unauthorized use or disclosure. Tele -Works shall provide such
other information, including a written report.. as reasonably requested by County.
EXAMINATION OF RECORDS
County shall have access to and the right to examine any pertinent books, documents, papers, and
records of Tele -Works or their subcontractor involving transactions and work related to this
Agreement until the expiration of five (5) years after final payment hereunder. Tele- Works or their
subcontractor shall retain project records for a period of five (5) years from the date of final
payment.
PAYMENT CARD INDUSTRY DATA SECURITY STANDARDS (PCI DSS) AND PABP
COMPLIANCE
This article applies to Tele -Works with access to County credit cardholder data or sensitive
authentication data as defined by the Payment Card Industry Data Security Standard (PCI DSS).
Tele -Works is currently certified to be in compliance with the Payment Card industry Data Security
Standard (PCI DSS) Version 12, including Appendix A for Hosting Providers, by a qualified
security assessor (QSA) and approved scanning vendor (ASV), as applicable. Any changes in Tele-
Works's certification require prompt written notification to Countv.
Tele -Works agrees to continue to meet all PCI DSS requirements and to validate that compliance
annually according to the credit card industry rules, which include but are not limited to the PCI
Security Standards Council's PCI Data Security Standard. Tele -Works will also provide written
evidence of this compliance to County annually.
ASSISTANCE IN LITIGATION OR ADMINISTRATIVE PROCEEDINGS
Tele -Works shall make itself, and any employees, subcontractor. or agents assisting Tele -Works in
the performance of its obligations under the Agreement, available to County at no cost to County to
testify as witnesses, or otherwise, in the event of litigation or administrative proceedings against
County, its directors, officers, agents or employees based upon claimed violation of laws relating to
security and privacy and arising out of this agreement.
NO THIRD -PARTY RIGHTS
Nothing in this Agreement is intended to make any person or entity who is not signatory to the
Agreement a third -party beneficiary of any right created by this Agreement or by operation of law.
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7/26/2011 Item 16.C.3.
Exhibit Al -D
Data Security
ACKNOWLEDGMENT OF ACCESS TO INFORMATION CHARACTERIZED AS
COVERED DATA
Tele -Works and their subcontractor acknowledges that its contract with County may allow Tele-
Works or their subcontractor access to confidential County information including, but not limited
to, personal information, financial information notwithstanding the manner in which or from whom
it is received by Tele -Works or their Subcontractor ("Covered Data ") which is subject to state laws
that restrict the use and disclosure of such information. Tele -Works and their subcontractor further
acknowledges the applicability to this Agreement of Federal privacy laws such as the Gramm -
Leach- Bliley Act (Title 15, United States Code, Sections 6801(b) and 6805(b)(2)) applicable to
financial transactions and the Family Educational Rights and Privacy Act (Title20). Tele- Works and
their subcontractor shall maintain the privacy of, and shall not release, Covered Data without full
compliance with all applicable state and federal laws, County policies, and the provisions of this
Agreement. Tele -Works and their subcontractor agrees that it will include all of the terms and
conditions contained in this attachment in all subcontractor or agency contracts providing services
under this Agreement.
PROHIBITION ON UNAUTHORIZED USE OR DISCLOSURE OF COVERED DATA
AND INFORMATION
Tele -Works and their subcontractor agree to hold Covered Data received from or created on behalf
of County in strictest confidence. Tele -Works or their subcontractor shall not use or disclose
Covered Data except as permitted or required by the Agreement or as otherwise authorized in
writing by County. If required by a court of competent jurisdiction or an administrative body to
disclose Covered Data, Tele -Works will notify County in writing prior to any such disclosure in
order to give County an opportunity to oppose any such disclosure. Any work using, or transmission
or storage of, Covered Data outside the United States is subject to prior written authorization by the
County.
SAFEGUARD STANDARD
Tele -Works and their Subcontractor agrees that it will protect the Covered Data according to
commercially acceptable standards and no less rigorously than it protects its own confidential
information but in no case less than reasonable care. Tele -Works shall develop, implement,
maintain and use appropriate administrative, technical and physical security measures, which may
include but not be limited to encryption techniques, to preserve the conFLntiality, integrity and
availability of all such Covered Data.
RETURN OR DESTRUCTION OF COVERED DATA AND INFORMATION
Upon termination, cancellation, expiration or other conclusion of the Agreement. Tele -Works shall
return the Covered Data to County Utility Billing Department unless County requests that such data
be destroyed. This provision shall also apply to all Covered Data that is in the possession of
subcontractor or agents of Tele- Works. Tele -Works shall complete such return or destruction not
less than thirty (30) days after the conclusion of this Agreement. Within such thirty (30) day period.
Tele -Works shall certify in writing to County that such return or destruction has been completed.
Page 8 of 10
Packet Page -1571-
7/26/2011 Item 16.C.3.
Exhibit Al -E
Fees
iCALL IVR Hosted Annual Subscription
` Sub ect to 3% annual increase in accordance with Section 10
$36,000,00
iCALL IVR One -time Set-up fee
$5,000.00
Harris inHANCE API One -time
$4,375.00
Harris inHANCE APT Annual Maintenance Fee
$600.00
Ongoing Tele -Works IVR Annual Maintenance Fee for Outbound
Calling (6 port systcrn)
$11.161.00
Page 10 of 10
Packet Page -1572-
7/26/2011 Item 16.C.3.
47COLLECTOR
r�SOLUTIONS
This Agreement is BETWEEN:
CollectorSolutions, Incorporated
316 South Baylen Street
Suite 590
Pensacola, Florida 32502
Referred to herein as 'CSI'
I. MW
COLLIER COUNTY, BOARD OF COON T Y COMMISSIONERS
3327 Tamiami Trail East
Naples, FL. 4411 12
Referred to herein as 'the Client'
Collectively referred to as 'the Parties'
WHEREAS:
CSI provides Internet -based financial services, including timely credit card and /or
electronic check (eCheck) payment processing.
CSI possesses the technical framework and personnel to process credit card
and /or electronic check (eCheck) payments of account customers of the Client.
As provided for by CSI's web -based eCollections Portal, the Client can, at its own
discretion, make a multiple of services available to its account customers at
various times via various collection modes, for various payment types, and by
various payment methods.
Initials: CSI:
Client:
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7/26/2011 Item 16.C.3.
(IFICOLLECTOR
r� SOLUTIONS
CSI has agreed to provide such services in accordance with the pricing set forth
in Appendix "A.1" attached hereto.
NOW,THEREFORE
In consideration of the covenants to be kept and performed by the Parties, it is
agreed:
[Remaining page left blank intentionally]
Initials: CSI:
Client.
Packet Page -1574-
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7/26/2011 Item 16.C.3.
COLLECTOR
SOLUTIONS
DEFINITIONS
The following words, terms and phrases, when used in this Agreement, shall
have the meanings ascribed to them in this section.
ACH: Automated Clearing House - group of processing institutions linked by a
computer network to process electronic payment transactions between financial
institutions.
Business Day: All week days except Saturday and Sunday and holidays
established by the Federal Reserve System.
Check Truncation: The physical presentment of a paper check that is
electronically imaged and captured.
Convenience Fee: Fee charged by CSI for the processing of payments on
behalf of the Client. The amount of the fee, the form of the fee ('passed -on' to the
payer or 'absorbed' by the client), and the party responsible for the fee (the Client
or the Payer) under the terms of this Agreement are set forth in Appendix 'A.1'.
Credit Card: A U.S. issued American Express, Discover, MasterCard, or Visa.
DDA: Direct Deposit Account is a bank account maintained by the Client to
receive fund remittances from CSI and /or to which CSI will make correcting
debits in the event of chargebacks and /or returns.
Initials: CSI:
Client:
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7/26/2011 Item 16.C.3.
COLLECTOR
SOLUTIONS
eCheck: An electronic representation of a paper check utilized to authorize a
direct payment of charges against the checking or savings account of the Payer
in the form of an ACH debit transaction. An instance of an eCheck may be
created by the Payer via manual user -entry or automated Check Truncation.
Force Maieure: To include natural disasters, such as, hurricanes, floods, and
earthquakes, system failures, such as, Telephone, Internet, and Power outages
financial failures, such as, Federal Reserve financial and processing - platform
failures, as well as, war, riots or other major social upheavals.
Merchant Account: The credit card account established by a bank which
deposits CSI credit card funds into the Settlement Account for subsequent
transfer into the DDA of the Client. This account is the property of the Client and
is arranged through a bank designated by the Client.
NACHA: National Automated Clearing House Association - develops operating
rules and business practices for the Automated Clearing House (ACH) Network
and for electronic payments in the areas of Internet commerce, electronic bill and
invoice presentment and payment (EBPP, EIPP), e- checks, financial electronic
data interchange (EDI), international payments, and electronic benefits services
(EBS).
PCI - DSS: Payment Card Industry Data Security Standard - a worldwide
information security standard defined by the Payment Card Industry Security
Standards Council. The standard was created to help payment card industry
organizations that process card payments prevent credit card fraud through
increased controls around data and its exposure to compromise. The standard
Initials: CSI:
Client:
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7/26/2011 Item 16.C.3.
(I COLLECTOR
r SOLUTIONS
applies to all organizations that hold, process, or exchange cardholder
information from any card branded with the logo of one of the card brands.
Settlement Account: A bank account at a federally insured banking institution
designated by CSI into which credit card payments shall be initially deposited
and'that result from CSI's processing of payments for the Client.
[Remaining page left blank intentionally]
Initials: CSI:
Irsv/
Client:
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7/26/2011 Item 16.C.3.
4�COLLECTOR
SOLUTIONS
SERVICES
CREDIT CARDS
CSI shall license and make available to the Client its processing Software and
Hosting Services (the "Service" or "Services ") for the processing of monetary
payments to the Client via credit cards (American Express, Discover,
MasterCard, and Visa). All Software provided in the fulfillment of this Agreement
shall be the proprietary property of CSI. CSI is an independent contractor for all
purposes hereof. This Agreement does not convey an agency status to CSI.
Credit card transactions shall be deposited and credited to the Client's
Settlement Account. CSI is expressly permitted to move funds from the
Settlement Account to the DDA(s) of the Client. The transfer of funds will occur
on or before the third business day subsequent to the transaction date. All credit
card funds deposited or transferred into the Settlement Account, excluding the
CSI Convenience Fee, will remain the property of the Client.
[Remaining page left blank intentionally]
Initials: CSI: vb V
Client:
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7/26/2011 Item 16.C.3.
(IRCOLLECTOR
F"'l SOLUTIONS
SERVICES (continued)
eChecks (ACH)
CSI shall license and make available to the Client its processing Software and
Hosting Services (the "Service" or "Services ") for the processing of monetary
payments to the Client via ACH (Savings and /or Checking Accounts). All
Software provided in the fulfillment of this Agreement shall be the proprietary
property of CSI. CSI is an independent contractor for all purposes hereof. This
Agreement does not convey an agency status to CSI. ACH transactions shall be
deposited and credited directly to the Client's DDA. CSI is expressly permitted to
move funds from the Payer's specified Account to the DDA(s) of the Client. The
transfer of funds will occur on or before the second business day subsequent to
the transaction date.
[Remaining page left blank intentionally]
Initials: CSI: Y_
Client:
Packet Page -1579-
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7/26/2011 Item 16.C.3.
4�CQLLECTOR
SOLUTIONS
TERMS
1. CSI shall provide, install or make available via electronic means, software
necessary for the fulfillment of its Solution at all locations as designated by
the Client.
2. CSI shall provide adequate assurance to the Client that all data
communicated over or processed or stored on the equipment owned,
leased or controlled by CSI shall be secure. Additionally, CSI shall assign
a unique identification number to each transaction for security and auditing
purposes.
3. Additional Client locations may be added to the CSI Solution at no
additional cost to the Client.
4. Certain electronic devices, such as the credit card swipe machine, the
eCheck scanner, and the payment receipt printer shall be purchased
separately by the Client and are not part of the set -up fee charged by CSI.
5. CSI shall provide reports, which shall contain transactional data on a daily
basis, month -to -date, year -to -date, or from /to dates within a fiscal year. by
individuals within agencies of the Client or by system totals. Additionally,
reports shall be able to be segregated by the Client distinguishing various
levels of transaction analysis. This analysis includes but is not limited to
transaction analysis segregating credit card vs. eCheck transactions. CSI
shall also provide software that will enable the Client to utilize existing
receipt printers for the preparation of payment receipts, if CSI can develop
such an interface for any existing printers.
Initials: CS1 4
5VI .
Client:
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7/26/2011 Item 16.C.3.
i
COLLECTOR
SOLUTIONS
6. CSI represents and warrants that (i) it has the full right to utilize and
employ the Service Software and (ii) the Service Software does not
infringe upon the intellectual property rights of others; further, CSI shall
indemnify and hold harmless the Client from all claims, demands,
damages, judgments or decrees, including its reasonable attorneys' fees,
in connection with a breach of this representation and warranty or a claim
by a third party which asserts that this representation and warranty is
untrue.
7. CSI and the Client shall not be liable for unanticipated technical difficulties
caused by any bank, third party processing service or telecommunications
providers, weather, or other events generally recognized as "forces
majeure ", provided that such events could not have been reasonably
_ foreseen and guarded against by the performing party, or other events
outside the control of CSI or the Client.
B. The Client shall indemnify and hold harmless CSI for any claims by
Payers relating to incorrect or overcharging of service charges collected
by the Client attributable to errors in data provided to CSI by the Client or
the Client's employees, agents or independent contractors, subject to
Florida Statutes, Section 768.28.
Each party agrees to indemnify, defend and hold harmless the other, its
officers, board members, agents and employees from and against any and
all fines, suits, claims, demands, penalties, liabilities, costs or expenses,
losses, settlements, judgments and awards and actions of whatever kind
or nature, including attorney's fees and costs (and costs and fees on
appeal), and damages (including, but not limited to, actual and
consequential damages) arising from any negligent, willful or wrongful
misconduct, knowing misrepresentation or breach of this Agreement by
such party, its officers, board members, agents or employees. This
Initials: CSI:'%
Client:
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7/26/2011 Item 16.C.3.
(17COCL' ECTOR
SOLUTIONS
paragraph shall not be construed in any way to alter the State's waiver of
sovereign immunity or extend the parties liability beyond the limits
established in Section 768.28, Florida Statutes.
9. Fees charged to the Client's customers will be prominently and separately
disclosed prior to the execution of the transaction and again separately
displayed on all CSI generated receipts of the Client. All CSI generated
receipts will contain a disclosure or disclaimer statement of the Client's
choosing, such as: 'A third party convenience fee has been added for the
processing of credit card services. [The Client] shall have the right to
serve notice as part of the billing process that any action or dispute that
results in a 'credit hold' or 'charge back' on funds will be considered as a
non - payment of the customer's account and may result in assessed
penalties. "
10.The credit card fee and /or eCheck fee shall remain in effect for the
duration of this contract unless CSI's ODFI (Originating Depository
Financial Institution), merchant bank, non -bank credit card issuers, or
related processors change their rate structure more than 5% andibr the
Client's average payment amount exceeds the average amount stated in
Appendix A.1 for 3 consecutive months. In either of these events, CSI
and the Client will negotiate an amendment to this agreement to address a
change in fees.
11.The term of this Agreement shall be monthly from the date hereof. This
Agreement shall be automatically renewed from month -to -month
thereafter unless terminated by a party pursuant to the provisions hereof.
This Agreement can be terminated by either party without cause with a
written notice to/ the other party. Should CSI be replaced, CSI will
Initials: CSI:
Client:
Rev# 122610 Page 10 of 17
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7/26/2011 Item 16.C.3.
COLLECTOR
r1 SOLUTIONS
cooperate with the alternate Client Vendor and the Client in the facilitation
of a smooth transition.
12. From time to time the scope of services provided by CSI may be changed.
The Client may want additional CSI processing services added to this
agreement.
13.The Client's authorized party or signatory to this agreement is authorized
to negotiate changes to this agreement. Such changes which are
mutually agreed upon by and between the Client and CSI shall be
provided in accordance with a written amendment to this Agreement
approved by the Client.
14.The Laws of the State of Florida shall govern this Agreement.
15.AII data provided through CSI's data exchange platforms by the Client
and /or the Client's Vendors shall be considered confidential and shall not
be revealed to any third party, unless so ordered by a court of competent
jurisdiction, unless disclosure is otherwise required by law or upon the
written instruction from the Client provided it is not contrary to any
provision of this Agreement.
16.Neither party shall be liable for the errors and omissions, accidental or
purposeful, of the other party, or the other party's employees, officers,
agents or subcontractors.
17.AI1 notices required to be given pursuant to the terms of this Agreement
shall be in writing and sent by Certified Mail, Return Receipt requested, to
Initials: CSI:
Client:
Rev# 122810 Page 11 of 17
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.
7/26/2011 Item 16.C.3.
IPCOLLECTOR
SOLUTiONS
the addresses set forth below, or by hand delivery or a business courier
(Federal Express, Airborne, etc.) to the address of a party or by facsimile
transmission. Any notice, request or other communication transmitted by
mail shall be deemed to have been sufficiently given for purposes hereof
on the fifth (5th) day after date of mailing, or if delivered by hand or
business courier when received at the address of the recipient, and if
given by facsimile transmission, upon receipt by the sender of an
acknowledgment of the transmission generated by the machine from
which the facsimile in its entirety was sent to the recipient's facsimile
number; provided that if such notice or other communication is delivered
by hand or business courier, or is received by facsimile on a day which is
not a business day, or after 5:00 P. M. on any business day at the
addressee's location, such notice or communication shall be deemed to
be duly received by the recipient at 10:00 A. M. on the first business day
thereafter. Notice given to an agent of a party shall be deemed notice
given to the party. The address of a party may be changed by written
notice given to the other party in the same manner as provided above;
however, and unless provided otherwise, notice shall be effective if sent to
a party at such other address the party may from time to time utilize at the
time of the giving of any notice. The failure of a party to give notice of any
change of address shall not defeat the giving of effective notice pursuant
to the terms of this Agreement. For purposes hereof, the parties
designate as their mailing or business addresses, those addresses set
forth below:
COLLECTORSOLUTIONS, INC.
316 South Baylen Street, Suite 590
Pensacola, Florida 32502
ATTN: Mr. Robert A. Cothran, President
Initials: CSI:
Client:
Packet Page -1584-
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7/26/2011 Item 16.C.3.
(I COLLECTOR
SOLUTIONS
Phone: 850 - 444 -9330 extension 302
Email: rolecacollectorselutions.com
Fax: 850-444-9331
COLLIER COUNTY, BOARD OF COUNTY COOi1h4iSSIONERS
FEIN 59- 63CC558
3327 Tamiami Trail East
Naples, FL, 34112
ATTN: Peter Lund. Marager of Cu�tcmer Service
Phone: '239)252-2357
Email: peterlund(9—)coHi =rgcv.net
Fax: (239)252-2366
18.Any claim of nonperformance on the part of CSI by Client must be in
writing and specifically state the nature of the problem. CSI shall use its
best efforts to rectify any problems under its control as rapidly as possible.
If, after thirty (30) days, such cure attempt is not reasonably acceptable to
the Client, then the Client may, after giving CSI notice of its
unacceptability, give notice of termination of this Agreement. Notice of
termination will be effective upon receipt of such notice by CSI.
19.This Agreement represents the entire understanding between the Client
and CSI. Any amendments or changes must be in writing and executed
by persons authorized to bind the Parties.
20. If any portion of this Agreement is deemed to be invalid, the balance of the
Agreement shall remain in full force and effect.
21.CSI will pay on behalf and hold the Client harmless from any liability
directly or indirectly related to the transfer process of funds as performed
Initials: CSI:
kAl-
Client:
Packet Page -1585-
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7/26/2011 Item 16.C.3.
(IRIC®LLECTOR
n SOLUTIONS
by CSI. CSI assumes full responsibility for such transfers and insures that
a) intended funds of payer reach the account(s) of the Client and b) that
only access for CSI is for the purpose of collecting its Convenience Fee.
This paragraph shall survive any termination of this Agreement.
22.This Agreement shall not be modified nor amended unless such
modification or amendment shall be in writing and signed by authorized
representatives of both CSI and the Client.
23. Next page is the Signature Page.
Initials: CSI:
Client:
[Remaining page left blank intentionally]
Packet Page -1586-
Rev# 122810 Page 14 of 17
4,?C0LLECT0R
SOLUTIONS
Signature Page
7/26/2011 Item 16.C.3.
IN WITNESS WHEREOF, the parties have hereunto set their hands and seals, this the day
and year first above written.
Signed, sealed and delivered in the presence of:
Signature Date
Name Robe .Cothran
Title President,/'
Witness Signature Z Date Cr6 llv o2G //
Name ureen B. Valentino anti °��o �V st
Title ice- President
SEAL
2003
�l.ortlpP
+r
BOARD OF COUNTY COMMISSIONERS
ATTEST: COLLIER COUNTY, FLORIDA
Dwight E. Brock, Clerk of Courts
By:
Dated:
(SEAL)
Approved as to form and
leg 7ci nc
l ���
Deputy County Attorney
J coi i, /Ga 4'l
Scott R. Teach
in
Fred W. Coyle, Chairman
Packet Page -1S87-
7/26/2011 Item 16.C.3.
It COLLECTOR
SOLUTIONS
APPENDIX A.1
1. CIS SYSTEM UTILIZED:
inHANCE
$1.75
2. WEB MODULE UTILIZED:
iWeb MS
Paid by CLIENT
3. IVR SYSTEM UTILIZED:
teleWorks
4. POS SYSTEM UTILIZED:
inHANCE
5. PAYMENT TYPE:
utility
6. FEES:
Set Up Fees
$0.00
Recurring Fees (monthlylannual)
$0.00
Accepting Credit Cards
YES
(YES or NO)
Transactional Fees
2.7%
Fees to be paid by
CLIENT
(PAYER or CLIENT)
Accepting eChecks
YES
(YES or NO)
Transactional Fees $0.80
'Fees to be paid by CLIENT
(PAYER or CLIENT)
Re- presentment count -------------------------------- _________ (0, 1, or 2)
Miscellaneous Fees
Charge -backs (credit cards)
Credits
Non -NSF Check Returns
NSF Check Returns'
Initials: CSI:
Client:
$20.00
Paid by CLIENT
$1.75
Paid by CLIENT
$1.75
Paid by CLIENT
$20.00
Paid by _CLIENT_ (PAYER or CLIENT)
Packet Page -1588-
Rev# 122810 Page 16 of 17
7/26/2011 Item 16.C.3.
tCOLLECTOR
APPENDIX B
In accordance with this Agreement entered into by CSI and the Client, the Client authorizes CSI,
Regions Bank on behalf of CSI, or Regions bank on its own behalf to initiate an ACH debit entry to
the Client's account at the depository institution indicated below for the amount of any ACH Debit
Entry representing a payment previously made to the Client that is returned by the Payer's RDFI
for any reason (credit card "Charge- Back" or eCheck "Return "). CSI's and Region's authority to
debit the Client's account is unconditional and with regard to the timeliness of the Charge -Back or
Return. CSI or Regions Bank shall initiate the ACH Debit Entry with five (5) business days from
the date of receipt of the Charge -Back or Return by CSI and /or Regions Bank without notice to the
Client. The Client hereby acknowledges and agrees that this authorization will remain in full force
and effect for a period of ninety (90) days after the termination of this Agreement.
Terms not otherwise defined in this ACH Debit Authorization shall have the meaning ascribed to
those terms in the National Automated Clearing House Association Operating Rules.
Client Name: ' .,_�of:; jr'v Csru
EIN: ._rrGi558
Signature:
Name:
Title:
Client's Bank Name: __
Routing Number:
Account Number:
City & State:
i
Initials: CSI:
Client:
Packet Page -1S89-
Rev# 122810 Page 17 of 17