SR 03-14-2023 5A
City Council
Report
City Council Meeting: March 14, 2023
Agenda Item: 5.A
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To: Mayor and City Council
From: Rick Valte, Public Works Director, Public Works, Water Resources
Subject: Approval of Fourth Modification to Contract #9649 (CCS) with Harris
Computer Systems Corporation for Software Licensing for the NorthStar
Utility Billing System
Recommended Action
Staff recommends that the City Council:
1. Adopt a finding of no possibility of significant effect on the environment pursuant
to Section 15061(b)(3) (Common Sense Exemption) of the California
Environmental Quality Act (CEQA) Guidelines.
2. Authorize the City Manager to negotiate and execute a fourth modification to
agreement #9649 (CCS) in the amount of $550,000 with Harris Computer
Systems Corporation to extend maintenance and support services for an
additional five-year period. This modification would result in a 15-year amended
agreement with a new total amount not to exceed $1,362,703, with future year
funding contingent on Council budget approval.
Summary
The City has used the Harris Computer Systems, Inc., NorthStar utility billing system
(NorthStar) since 2005 to establish customer accounts for municipal services such as
water supply, sewage collection, resource recovery and recycling, and fire inspection.
NorthStar is also used to maintain service and consumption records, calculate service
charges, and for customer billing and reporting. A modification to the agreement is
required to extend the software support and maintenance services for a period of an
additional five years to ensure timely billing and collection of revenues. This fourth
modification would increase the contract by $550,000, resulting in a 15-year amended
agreement in the amount not to exceed $1,362,703.
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Discussion
The City’s Water Resources Division, Finance Department, Fire Department, and
Resource Recovery and Recycling Division has used the NorthStar billing and customer
information system for over ten years. The NorthStar system has greatly enhanced the
information management, billing, cash processing, and service order processing
capabilities of staff. The system is used to track customer billing related information,
generate maps and to conduct analysis and create regulatory reports for City projects.
Vendor/Consultant Selection
The City of Santa Monica has used Harris Computer Systems, Inc.’s Northstar billing
system since 2005. In October 2012 (Attachment A), City Council authorized a new
contract, through an exception to the competitive bidding process, with Harris Computer
Systems, Inc. (CT #9649) to upgrade NorthStar and provide five years of software
support for a total contract amount not to exceed $290,930 in order to enhance system
functionality. In July 2015, Council authorized a first modification to the contract for
additional software licenses and software modification services in the amount of
$88,611 for a total contract amount not to exceed $379,541 as part of the City’s Water
Shortage Response Plan. In November 2017 (Attachment B), City Council authorized a
second modification to purchase additional software modules and extend the
maintenance and support services agreement an additional five years in the amount of
$433,162, resulting in a 10-year amended agreement in an amount not to exceed
$812,703. A third modification was executed in June 2020 to modify the scope of
services. There was no additional compensation added in this modification.
This proposed fourth modification is to extend the maintenance and support of Northstar
for an additional five years.
Past Council Actions
Meeting Date Description
10/2/2012
(Attachment A)
Award of CT #9649 with Harris Computer Systems, Inc. for
upgrade, support, and maintenance of Northstar utility billing
software.
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11/28/2017
(Attachment B)
Second modification to CT #9649 to purchase additional software
modules and extend the maintenance and extend the maintenance
and support services agreement an additional five years
Environmental Review
The revised contract for support and maintenance of software would have no possibility
of significant effect on the environment, and therefore, is exempt pursuant to Section
15061(b)(3) (Common Sense Exemption) of the California Environmental Quality Act
(CEQA) Guidelines.
Financial Impacts and Budget Actions
Staff seeks authority to approve available funding from the Water and Wastewater
Funds to increase the amount of Contract #9649 with Harris Computer Systems, Inc. for
support and maintenance of the Northstar utility billing software. Future year funding is
contingent on Council budget approval.
Contract Modification Request
Agreement #
Current
Authorized
Amount
FY 2022-23
Request
Amount
Future
Years Dept Account # Total Revised
Contract Amount
9649 $406,351.50 $55,000 $220,000 50500001.529230 $681,351.50
9649 $406,351.50 $55,000 $220,000 51500001.529230 $681,351.50
Total $812,703.00 $110,000 $440,000 $1,362,703.00
Prepared By: Thomas Poon, Senior Administrative Analyst
Approved
Forwarded to Council
Attachments:
A. Attachment A - Staff Report - October 2, 2012
B. Attachment B - Staff Report - November 28, 2017
C. FY 22-23 Oaks Initiative (Harris Computer Corporation)
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D. CT 9469 (Original Contract)
E. CT 9649 (Modification 1)
F. CT 9649 (Modification 2)
G. CT 9649 (Modification 3)
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City Council Meeting: October 2, 2012
Agenda Item: 3-D
To: Mayor and City Council
From: Jory Wolf, Chief Information Officer
Subject: Upgrade and Maintenance of NorthStar Utility Billing System
Recommended Action
Staff recommends that the City Council authorize the City Manager to negotiate
and execute a sole source contract with Harris Computer Systems (Harris), a
Canadian-based company, in the amount of $107,554 to upgrade the City’s
NorthStar Utility Billing System and to provide the first year of maintenance on
the new system with four additional one-year maintenance options, to
commence in FY2013-14 at an estimated annual expenditure of $45,844, for a
total contract amount not to exceed $290,930.
Executive Summary
The City uses the NorthStar utility billing system to establish customer accounts for
municipal services such as water supply, sewage collection, resource recovery and
recycling, fire inspection, and more. NorthStar is also used to maintain service and
consumption records, calculate City charges and fees, produce municipal services bills
and provide information to customers. City utility billing processes have changed over
time and the demand to generate invoices to customers by various City departments
using NorthStar has increased. In order to meet the needs of the City, receive software
updates required by industry regulation, and to realize staff efficiencies from enhanced
product functionality, a system upgrade is required. Implementation of the upgrade from
Harris would provide the City with the current functionality provided by NorthStar while
adding additional features such as process automation capabilities, Geographic
Information Systems (GIS) functionality, and workflow management. The implementation
of the system, including training, maintenance and data migration services would not
exceed $290,930 for a five year period.
Background
On November 8, 2005, Council authorized a contract with Harris Computer
Systems to replace the City’s legacy utility billing system with NorthStar. The
product has been a reliable and flexible system that has met the City’s evolving
5.A.a
Packet Pg. 44 Attachment: Attachment A - Staff Report - October 2, 2012 (5383 : Mod 4 - CT #9649 - Harris)
requirements with respect to establishing customer accounts, tracking
customer information, and reporting. With more departments using NorthStar
for invoicing charges and fees, however, the need for greater automation within
the system has become apparent.
NorthStar is a computer software system that the City uses in tracking customer
information and issuing bills and invoices for various services. Such services
include water, sewage, resource recovery and recycling, fire inspection, traffic
accident cleanup, industrial waste permitting, Certified Unified Program Agency
(CUPA), and affordable housing monitoring.
The City has used NorthStar since 2007 when the system was fully
implemented. Significant financial resources and training hours have been
invested in this customer information system. Information management and
service order processing capabilities have been greatly enhanced by its use.
Discussion
Implementation of NorthStar 6.4 Automation would ensure the City’s ability to
maintain its current functionality while adding new features such as process
automation capabilities, GIS functionality, and workflow
management. NorthStar 6.4 also includes functionality that meets current
industry standards and addresses security vulnerabilities found in the current
software.
Vendor Selection
The software licenses previously purchased by the City for NorthStar are
perpetual and require no renewal. However, in order to receive critical support
and regular software updates to be in compliance with federal and state
regulations, the City must continue software maintenance with Harris. Harris is
the only vendor qualified to provide this support for its proprietary software.
Harris was competitively selected through a request for proposal (RFP) process
the City conducted in 2005.
Financial Impacts & Budget Actions
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Packet Pg. 45 Attachment: Attachment A - Staff Report - October 2, 2012 (5383 : Mod 4 - CT #9649 - Harris)
The contract to be awarded to Harris Computer Systems is not to exceed
$290,930 for the next five years. Funds in the amount of $107,554 for upgrade
services, and the first year of maintenance are available in the corresponding
divisions and projects budgets for FY2012-13. The contract costs will be
charged to the following accounts:
25671.533580 $22,922
31661.533580 $22,922
C250785.589000 $30,855
C310785.589000 $30,855
TOTAL $107,554
Budget authority for the remaining four years of maintenance will be requested
in each budget cycle for Council approval. Future funding is contingent upon
Council approval.
Prepared by: Ivo C. Nkwenji, Lead Systems Analyst – Water Resources
Approved: Forwarded to Council:
Jory Wolf
Chief Information Officer
Rod Gould
City Manager
5.A.a
Packet Pg. 46 Attachment: Attachment A - Staff Report - October 2, 2012 (5383 : Mod 4 - CT #9649 - Harris)
City Council Report
City Council Meeting: November 28, 2017
Agenda Item: 3.H
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To: Mayor and City Council
From: Joseph Cevetello, Chief Information Officer, Information Services
Department, Customer Experience and Support
Subject: Contract Modification for Software Licensing and Migration Services with
Harris Computer Corporation for the NorthStar Utility Billing System
Recommended Action
Staff recommends that the City Council authorize the City Manager to negotiate with
Harris Computer Systems Corporation and execute a second modification to agreement
#9649 (CCS) in the amount of $433,162 to purchase additional software modules and
extend maintenance and support services for a five year period. This would result in a
10 year amended agreement with a new total amount not to exceed $812,703, with
future year funding contingent on Council budget approval.
Executive Summary
The City of Santa Monica is heavily reliant on the availability of data to inform decision-
making, manage day-to-day operations, optimize service delivery, and improve citizen
engagement. The City has used the Harris Computer Systems, Inc., NorthStar utility
billing system (NorthStar) since 2007 to establish customer accounts for municipal
services such as water supply, sewage collection, resource recovery and recycling, fire
inspection, and more. NorthStar is also used to maintain service and consumption
records, calculate service charges, and for customer billing and reporting. A
modification to the agreement is required to procure upgrade licenses and related
services to migrate from the current web portal to a new and improved web platform to
enhance customer experience in the amount of $187,937 and software support and
maintenance services for a period of five years in the amount of $245,225. This second
modification would increase the contract by $433,162, resulting in a 10 year amended
agreement in the amount not to exceed $812,703.
Background
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Packet Pg. 47 Attachment: Attachment B - Staff Report - November 28, 2017 (5383 : Mod 4 - CT #9649 - Harris)
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In February 2005, the City issued a Request for Proposals for a new utility billing
system. On November 8, 2005 (Attachment A), Council authorized a contract with
Harris Computer Systems, Inc. to replace the City’s legacy utility billing system with
NorthStar in amount not to exceed $392,860, plus a 10 percent contingency of $39,286.
On January 25, 2006, the City and Harris entered into a Hardware Purchase and
Software License Agreement No. 8525 (CCS) for a perpetual license for the NorthStar
utility billing system, which was modified pursuant to a First Modification dated
September 25, 2007 that increased the total amount to $398,259.01.
On October 2, 2012 (Attachment B), Council authorized a new sole source contract with
Harris Computer Systems, Inc. to upgrade NorthStar and provide five years of software
support for a total contract amount not to exceed $290,930 in order to enhance system
functionality. On July 28, 2015 (Attachment C), Council authorized a modification to the
contract for additional software licenses and software modification services in the
amount of $88,611 as part of the City’s Water Shortage Response Plan. Pursuant to
Council authorization, the parties entered into an Agreement for Professional Services
and to modify the original license to include the Software Upgrade, Agreement No. 9649
(CCS), on March 5, 2013, which was modified pursuant to a First Modification dated
October 1, 2015 that increased the total amount to $379,541.
NorthStar has been a reliable and flexible system that has met the City’s evolving
requirements with respect to establishing customer accounts, tracking customer
information, and reporting.
Discussion
The City’s Water Resources Division, Finance Department, Fire Department, Housing
and Economic Development Division, and Resource Recovery and Recycling Division
have used the NorthStar billing and customer information system for over ten years.
The NorthStar system has greatly enhanced the information management, billing, cash
processing, and service order processing capabilities of staff. The system is used to
track customer billing related information and for related service orders; generate maps
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Packet Pg. 48 Attachment: Attachment B - Staff Report - November 28, 2017 (5383 : Mod 4 - CT #9649 - Harris)
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to conduct analysis and create regulatory reports for City projects; and as a data source
for rate-setting modeling.
Significant financial resources and training hours have been invested by the City in this
data management system. While there are other comparable billing systems in the
market, NorthStar has continued to evolve with changing information technology trends
and needs over the years. In comparison with other systems, staff has not identified a
need to migrate to another system. Furthermore, a migration would require significant
financial commitment and substantial staff time to train personnel on a new system. To
continue uninterrupted system updates to be compliant with local, state and federal
regulations, such as the Water Shortage Response Plan, State drought regulations, and
Payment Card Industry Data Security Standards, the City must continue software
support and maintenance through Harris Computer Systems, Inc. All NorthStar
software licenses previously purchased by the City are perpetual and require no
renewal.
At this time, staff recommends executing a modification to the contract with Harris
Computer Systems, Inc. for the purchase of additional software modules, licenses, and
related services to migrate to the new version of the web access portal to enhance the
user experience and improve system security. Additionally, this modification would
allow staff to extend software support and maintenance services for an additional five-
year period. In preparation for the new Enterprise Resource Planning (ERP) system, an
interface with NorthStar and the ERP will be implemented as part of the ERP project.
Staff will return to Council at a later time to seek approval for additional services from
Harris Computer Systems, Inc., if required, to implement and maintain the new
interface.
Vendor/Consultant Selection
On February 24, 2005, the City issued a Request for Proposals (RFP) for the purchase
of a utility billing system. The RFP was posted on the City’s website and notices were
advertised in the Los Angeles Times newspaper in accordance with City Charter and
Municipal Code provisions. Nine firms responded to the RFP. Responses were
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Packet Pg. 49 Attachment: Attachment B - Staff Report - November 28, 2017 (5383 : Mod 4 - CT #9649 - Harris)
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reviewed by a selection panel of staff from the Water Resources Division and
Information Services Department. Proposals were submitted by: ABLESoftware,
Advanced Utility Systems, AMX International, Cogsdale Corporation, DataNow, Hansen
Information Technologies, Harris Computer Systems, INCODE, and NOYVEG.
Proposal evaluation was based on the following selection criteria: references from
similar engagements, ability to meet the project specifications as stated in the RFP,
technical environment in which the proposed system would operate, and references.
Staff then interviewed and received product demonstrations from three shortlisted firms.
Based on criteria in SMMC 2.24.072, staff recommended Harris Computer Systems as
the best qualified firm to provide new utility billing system based on their ability to meet
the City’s business requirements, robust system functionality, an assessment of how
well the system operated in a live operating environment as demonstrated in the site
visits conducted by staff and positive feedback received from the references provided.
Financial Impacts and Budget Actions
The contract to be awarded to Harris Computer Systems, Inc. is for an amount not to
exceed $433,162. Funds in the amount of $75,000 for the first year costs, are available
in the FY 2017-18 budget in the Public Works Department in accounts 25671.533580
($37,500) and 31661.533580 ($37,500). The contract will be charged to the following
accounts:
25671.533580 $216,581
31661.533580 $216,581
TOTAL $433,162
Future year funding is contingent on Council budget approval.
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Packet Pg. 50 Attachment: Attachment B - Staff Report - November 28, 2017 (5383 : Mod 4 - CT #9649 - Harris)
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Prepared By: Ivo Nkwenji, Lead Systems Analyst, Information Systems
Approved
Forwarded to Council
Attachments:
A. November 8, 2005 Staff Report
B. October 2, 2012 Staff Report
C. July 28, 2015 Staff Report
D. Oaks Initiative Form - Northstar
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Packet Pg. 51 Attachment: Attachment B - Staff Report - November 28, 2017 (5383 : Mod 4 - CT #9649 - Harris)
CITY OF SANTA MONICA
OAKS INITIATIVE DISCLOSURE FORM
In order to facilitate compliance with the requirements of the Oaks Initiative, the City
compiles and maintains certain information. That information includes the name of any
person or persons who is seeking a “public benefit.” If the “public benefit” is sought by
an entity, rather than an individual person, the information includes the name of every
person who is: (a) trustee, (b) director, (c) partner, (d) officer, or has (e) more than a ten
percent interest in the entity.
Public benefits include:
1. Personal services contracts in excess of $25,000 over any 12-month period;
2. Sale of material, equipment or supplies to the City in excess of $25,000 over a 12-
month period;
3. Purchase, sale or lease of real property to or from the City in excess of $25,000
over a 12- month period;
4. Non-competitive franchise awards with gross revenue of $50,000 or more in any
12-month period;
5. Land use variance, special use permit, or other exception to an established land
use plan, where the decision has a value in excess of $25,000;
6. Tax “abatement, exception, or benefit” of a value in excess of $5,000 in any 12-
month period; or
7. Payment of “cash or specie” of a net value to the recipient of $10,000 in any 12-
month period.
Name(s) of persons or entities receiving public benefit:
Name(s) of trustees, directors, partners, and officers:
Name(s) of persons with more than a 10% equity, participation, or revenue interest:
Prepared by: ____________________________Title: __________________________
Signature: ______________________________________ Date: ________________
Email: ____________________________________ Phone: ____________________
FOR CITY USE ONLY:
Bid/PO/Contract # ____________________________ Permit # ___________________________
re:e:e:e:_________________________________________________________________
Steve Morris VP Sales & Marketing
September 14, 2021
smorris@northstarutilities.com (613)226-5511 x2157
N. Harris Computer Corporation
Jeff Bender - CEO
None
August 15, 202201/31/2023
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Packet Pg. 52 Attachment: FY 22-23 Oaks Initiative (Harris Computer Corporation) (5383 : Mod 4 - CT #9649 - Harris)
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Packet Pg. 53 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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Packet Pg. 54 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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Packet Pg. 57 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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Packet Pg. 58 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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Packet Pg. 59 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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Packet Pg. 60 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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Packet Pg. 61 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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Packet Pg. 63 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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Statement of Work
City of Santa Monica, CA
NorthStar version 6.4 Upgrade
Prepared for:
City of Santa Monica, CA
August 7, 2012
Version 1.1
SOW VALID UNTIL: November 7 , 2012
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Packet Pg. 64 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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Revision Control
Document Title: Highline Water District – Harris NorthStar – Version 6.4 Upgrade SOW
Author: NorthStar Professional Services
File Reference: Highline Water District - Harris Northstar - Version 6.4 Upgrade SOW.Docx
Version Date Author Details / Comments
Version 1.0 2012-01-26 ML Whitehead Initial version of the document.
Version 1.1 2012-02-24 ML Whitehead Initial version delivered
Version 1.1 2012-08-07 ML Whitehead Re-issue expired quote
Version 1.2 2012-10-12 ML Whitehead Payment Milestone revision as per input from CoSM
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Packet Pg. 65 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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TABLE OF CONTENTS
1 Introduction ...............................................................................................................................4
1.1 Objective ....................................................................................................................................... 4
2 Service Description .....................................................................................................................5
2.1 Areas within Scope ........................................................................................................................ 5
2.2 Areas Out of Scope ........................................................................................................................ 9
3 Estimated Timeline ................................................................................................................... 10
4 Change Management Process ................................................................................................... 11
5 Fees & Payment Schedule ......................................................................................................... 12
5.1 Fees ............................................................................................................................................. 12
5.2 Payment Schedule....................................................................................................................... 13
5.3 Travel and Living Expenses.......................................................................................................... 13
6 Termination ............................................................................................................................. 13
7 Project Assumptions ................................................................................................................. 14
8 Document Acceptance and Signoff ............................................................................................ 16
Appendix A - NorthStar v6.4 – Typical Hardware Recommendations ................................................. 17
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Packet Pg. 66 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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1 INTRODUCTION
The City of Santa Monica requires an upgrade of their billing system from NorthStar version 6.2.9 to
NorthStar v6.4. NorthStar v6.4 is the most recent release of our flagship CIS/billing system and
capitalizes on advances in software architecture and development tools.
NorthStar v6.2.9 and NorthStar v6.4 share the same core business logic and leverage the years of
investment both the City of Santa Monica and NorthStar have made in your current CIS/billing system.
The billing engine and many of the processes will not be affected by the upgrade. However, significant
improvements have been made to NorthStar’s encryption model to bring it up to date with current
standards and addresses vulnerabilities in the old design such as where security keys are stored and
where the encryption/decryption logic resides. The introduction of the new encryption will require a
“conversion” of sensitive data into the encrypted format, the configuration of a new bank file template
and thorough testing.
The purpose of this document is to provide information on the features and value of NorthStar v6.4,
along with the level of effort associated with the upgrade, for those customers upgrading from
NorthStar v6.2.9.
1.1 Objective
This Statement of Work (SOW) defines the work to be performed by NorthStar for the City of Santa
Monica CIS NorthStar v6.2.9 to NorthStar v6.4 Upgrade. This SOW includes a high level timeline, fees,
and other Terms and Conditions specific to the services requested by the City of Santa Monica.
Changes to this document shall be made through a Change Management Process as described later in
this SOW.
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2 SERVICE DESCRIPTION
2.1 Areas within Scope
2.1.1 Upgrade Scope
The scope of this statement of work is to upgrade the City of Santa Monica CIS NorthStar v6.2.9 to
NorthStar v6.4.
No additional NorthStar add-on applications will be implemented as part of the Upgrade Project.
Integration Points that will be ported to the NorthStar v6.4 environment are:
Radix Meter Reading system
TeleWorks IVR system
Hansen Work Orders system
eCARE Web Portal
mCARe Paperless Work Orders
Executive Information System
eDocs
Integration Points that will not be ported to the NorthStar V6.4 environment are:
Impromptu Reports*
2.1.2 Upgrade Approach
A NorthStar Project Manager (PM) will be the primary point of contact for the City of Santa Monica on
the NorthStar v6.4 Upgrade. The PM has the overall accountability to successfully deliver the Services
required for a successful v6.4 Upgrade within agreed upon timeframe and budget. The project team will
directly report to the PM and the PM will have the authority and support to manage the project team in
the best interest of the project. The PM is also accountable for the following high-level project
activities:
The NorthStar PM will interface with the City of Santa Monica assigned PM.
Conduct regular internal project meetings to ensure that all aspects of the project are
understood by the team and that progress and risks are properly reported.
Conduct regular project meetings with the City of Santa Monica.
Review of project status, schedule, risks, resources as well as any other issues that may affect
the success the project.
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Packet Pg. 68 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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The NorthStar v6 Upgrade Methodology that will be leveraged for this engagement consists of 2 main
areas: Project Management and Upgrade Delivery Management where each has associated (where
applicable):
Processes / Checklists that define how to operate;
Deliverables that are formal outputs that require the City of Santa Monica sign-off;
Work Products that are outputs produced as part of the work required to achieve the desired
engagement goals; and
Tools / Assets that are leveraged to produce defined outputs.
The Project Management area defines how Engagements will be managed. It includes:
Communication/Status Management aimed at establishing internal and external
communications as well as monitoring and communicating engagement status and effort spent;
Scope Management aimed at defining and controlling project scope;
Risk Management aimed at planning, mitigating, tracking and monitoring risks;
Deliverable/Acceptance Management aimed at ensuring that expected deliverables are delivered
and accepted.
The Upgrade Delivery Management area defines the NorthStar Upgrade Phases and associated work
products and deliverables that are part of this engagement. The NorthStar v6 Upgrade Phases are the
following:
Upgrade Phases Objectives Key Work Product /
Deliverables (Denoted by
*)
Key Milestones
Upgrade Definition
To Kick-Off engagement
and establish successful
working relationship.
To clearly define roles
between North Star and
Customer.
To obtain detailed
agreement on “What” is
to be delivered as part of
the Upgrade effort.
Current Environment
Assessment Document
Custom Modifications
Assessment Document
NorthStar Product
Orientation Session
To-Be Environment Review
and Recommendation
Kick-Off Meeting Held
Project Plan
Reviewed/Updated
Upgrade Preparation and
Construction
To configure and build
the solution components
& write associated test
scripts.
Test Scenarios / Cases*
Go-Live Approach Review
Custom Modifications
Upgrade Review
User Acceptance Testing
Detailed Plan
Base Solution Installed
and Configured (including
add-ons as required)
Solution Feature / Code
Complete
Upgrade Validation
To move the solution to a
known state of quality
and ready for
Functional Testing Results
User Acceptance Test
(UAT) Results
Accepted Solution
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Packet Pg. 69 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
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Upgrade Phases Objectives Key Work Product /
Deliverables (Denoted by
*)
Key Milestones
deployment.
Upgrade Transition
Readiness
Ensure Customer
readiness for live in terms
of Solution and new
processes (where
applicable).
End User Training End User Testing
Complete (UAT)
Upgrade Go-Live To move the solution into
a production
environment and
transition support to the
operations team.
NS 6.4 Upgrade Go Live
Acceptance*
Solution Live
2.1.3 NorthStar Training Provided
All upgrade activities, including training, to be performed remotely, unless otherwise requested.
NorthStar Product Orientation Session:
The product orientation session is held, via webex sessions, with the Core Users Group as the first stage
of the setup portion of the upgrade implementation project. The objective of the orientation session is
to introduce the users that been working on the NorthStar 6.2.9 software to the newer version if the
product, NorthStar V6.4. There will be time spent on the navigation of the application, as well as a
review of the business processes specific to each utility.
NorthStar will include an overview of the new automation platform as part of the standard upgrade
training, and if the City of Santa Monica chooses to move forward with implementing the platform there
is an additional charge (see Optional Services under Section 5 - Fees & Payment Schedule.
End-User Training:
The End-User Training is held, via webex sessions, with the group of end-users that will be working with
the application once it is live. As some of these users will not have taken part in the Product Orientation
session, this is the first area of focus for the training sessions. After the orientation is completed,
training is targeted to the areas that are specific to the day-to-day work of the end-users attending the
training session. Agendas for the training are created in collaboration with the client prior to the
training sessions, and may include some of the following topics: Security Setups, User Interface
Enhancements, Cashiering and CARe.
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2.1.4 City of Santa Monica Responsibilities
Following are the key responsibilities of the City of Santa Monica under this agreement:
1. Ensuring that underlying infrastructure for NorthStar v6.4 it is acquired and installed by the required
time per agreed upon project plan (Note: Minimum specifications for servers and workstations
should be discussed and agreed upon at commencement of project.)
2. Installing server(s) with appropriate network connectivity.
3. Installing operating system and partition disk space.
4. Installing database software.
5. Creating users at the operating system level.
6. Configuring peripheral devices (printers, scanners, cash drawers, etc.).
7. Installing VPN connection.
8. Testing Hardware Components and Environment.
9. Assisting with Upgrade Testing.
10. Conducting User Acceptance Testing.
11. Assist with End-User Training which will be led by NorthStar on an as required basis
12. Lead Go-Live Activities
2.1.5 Engagement Completion Criteria
Engagement is deemed completed once upgraded application has been deployed to the live
environment for twenty business days and that any Priority 1 items raised during that period have been
resolved.
2.1.6 Service Deliverables Acceptance Process
At acceptance of Go Live on NorthStar v6.4, NorthStar PM will submit formal acceptance sign-off to the
City of Santa Monica acknowledging completion of upgrade activity and transition back to Support
Services.
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2.2 Areas Out of Scope
Anything in this section and not listed in the above “Areas within Scope” is considered out of scope for
this SOW. Specific items that are currently out of scope of this engagement include:
Business Process Review
Additional week of User Training if deemed required above End-User Training
Post Live Refresher Training if deemed required following Go-Live
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3 ESTIMATED TIMELINE
The estimated duration of this engagement is approximately 3-4 months.
Timeline Phase Activities
Month 1 Customer Preparation
NorthStar 6.4 Installation
Month 2 Core Team Product Orientation
Month 2/3 Upgrade Validation
End-User Training
Month 4 Upgrade Go-Live
There are a number of factors to be considered that may have an associated un-planned increase in
effort and will therefore impact the project schedule. These factors are typically not determined until
project kick-off and will be a key input into the final go-live date. These factors include:
Custom Modifications:
Some NorthStar programs will require modification if the database is changing as part of the
scope of the upgrade.
The number of custom modifications that need to be tested will have an impact on the time
associated with upgrade validation.
Data:
Data clean-up (if required) by the City of Santa Monica
Amount of data – consideration needs to be given to the amount of historical data required
and how long it will take to obtain the data.
Peripherals:
If the City of Santa Monica has special print handling – paper source, special commands, this
will create additional effort.
An increase or replacement of equipment with the upgrade (i.e. cash drawer).
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4 CHANGE MANAGEMENT PROCESS
NorthStar will maintain the Statement of Work with formal documentation denoting agreed upon
changes. Customer and NorthStar may propose changes to this SOW addressing services falling outside
the scope of services described in this SOW (“Change”). The Change Control form must be used for all
Change requests. NorthStar shall have no obligation to commence work in connection with any change
until the fee and schedule impact of the change is agreed upon in a written Change Control Form signed
by the designated representatives from both parties.
Upon a request for a change, NorthStar shall submit the change on our standard Change Control Form
describing the change, including the impact of the change on the schedule, fees and expenses. The
Change Management Process that will be employed is defined below:
Identify and document proposed change
Assess impact of proposed change
Estimate required effort and cost of proposed change
Submit Change Control for Approval or Disapproval
Communicate Change Control Decision
If Change Control is Approved:
o Assign responsibility
o Monitor and report progress
Within 5 consecutive business days of receipt of the Change Control Form, Customer shall either
indicate acceptance or rejection of the proposed change by signing the Change Control Form or any
other period of time mutually agreed to by the parties. If NorthStar is advised not to perform the
change, then NorthStar shall proceed only with the original services. In the absence of Customer
acceptance or rejection of the Change Control, NorthStar will not perform the proposed change.
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5 FEES & PAYMENT SCHEDULE
5.1 Fees
Version 6.2.9 to v6.4 Upgrade
Description
Estimated
Effort (Hours) Hourly Rate Total
Project Management 60 $150 $9,000
NorthStar 6.4 Installation 24 $150 $3,600
Training and Testing Support 110 $150 $16,500
Go-Live Cut Over 20 $150 $3,000
Upgrade Go-Live Support 80 $150 $12,000
Project Total 294 $44,100
Optional Services:
Onsite Refresher Training – $6,000; plus travel expenses, to be billed as incurred
The City of Santa Monica has the option of having 5 days of onsite time with an Application Consultant
to perform NorthStar 6.4 training and consulting as part of the upgrade to version 6.4.
Automation Platform: Custom Workflow Rules - $6,000
NorthStar will provide 40 hours of consulting services to assist the City of Santa Monica in reviewing
their business processes and data validation to identify areas that would benefit by implementing the
automation platform. For example; meter reading validation automatically generating service orders
and letters based on user defined variance criteria. This service offering includes identifying the
process(es) to be automated, a review of the business process to define the requirements, configuration
and testing the rule solution. The complexity of the rules identified will determine the number that can
be completed during the allotted time. Additional services can be purchased if desired.
*NorthStar Reports Anywhere – To Be Determined
In the event that the City of Santa Monica purchases NorthStar Reports Anywhere as part of the
upgrade process, NorthStar services can be purchased to assist with porting existing Cognos Impromptu
Reports into the NorthStar embedded reports.
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5.2 Payment Schedule
The NorthStar fees for the scope of services described in this Statement of Work is $44,100 USD based
on fixed price plus any travel and logistics (T&L) which may be required.
The City of Santa Monica will be invoiced based on the following payment schedule:
1. 30% on contract signature
2. 20% on Based Solution Installed within the City of Santa Monica’s non-production environment
3. 20% on End-User-Training Delivered
4. 20% on Go-Live
5. 10% on Engagement Completion
Invoices are payable on a net 30 basis.
Any mutually agreed upon Change Controls will be billed at $150/hr when incurred.
5.3 Travel and Living Expenses
The above mentioned fees do not include any travel and per diem expenses incurred for on-site visits
required for this engagement. As referenced in the Service Description (Section 2.1.1); all upgrade
activities are to be performed remotely, unless otherwise requested.
In the event that travel is required, the City of Santa Monica shall pay or reimburse travel expenses plus
a per diem reasonably incurred in furtherance of NorthStar duties hereunder.
NorthStar agrees to book airfare, car rental and hotel accommodations in accordance with the City of
Santa Monica’s corporate travel policy. NorthStar further agrees not to book any travel without the
expressly written prior consent from the City of Santa Monica.
6 TERMINATION
Unless NorthStar and/or the City of Santa Monica exercises its right to terminate this SOW due to
material breach or default, NorthStar must provide, and the City of Santa Monica must purchase,
Services from NorthStar for the items defined within this SOW.
If the City of Santa Monica and/or NorthStar exercises its right to terminate this SOW due to material
breach or default, or the City of Santa Monica and/or NorthStar terminates this SOW without cause,
The City of Santa Monica’s obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Return the Software to NorthStar and certify, under the hand of a duly authorized officer of
the Organization, that all copies of the Software or any part thereof, in any form, within the
possession or control of the Organization have been returned to NorthStar. (if applicable)
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3. Complete payment for services performed and expenses incurred prior to termination
including:
a. Any amounts previously invoiced but unpaid;
b. Fees for services performed through the termination date which has not been
invoiced; and
c. Any approved Travel and Living costs.
NorthStar’s obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Refund to the City of Santa Monica any fees that have not been earned under this SOW
through the termination date.
7 PROJECT ASSUMPTIONS
The Services, fees and delivery schedule for this engagement are based upon the following assumptions:
1. Any items not explicitly identified within this document are considered out of scope. Any
changes to those responsibilities and/or deliverables will be considered a change in scope for
the engagement. Any proposed change to the engagement scope must be put into written
format and be submitted to NorthStar during this engagement for review and consideration.
2. This engagement currently has, and will continue to have, the support of senior the City of Santa
Monica management and will be assigned sufficient priority with respect to other project to
ensure its success.
3. City of Santa Monica will assign a lead to act as an internal resource and guide throughout this
engagement.
4. City of Santa Monica will secure the appropriate staff in a timely fashion in order to discuss or
review the various materials produced when required.
5. City of Santa Monica will provide access and support from the IT group and any other
stakeholder, as deemed necessary by NorthStar throughout this engagement.
6. City of Santa Monica agrees to facilitate any required the City of Santa Monica Corporate
logistics for the fulfillment of this agreement.
7. City of Santa Monica will provide the appropriate remote access to its network, facilities, and
systems as may be required to perform activities from one of NorthStar’s locations. NorthStar
shall abide by all rules and directions of the City when accessing the City of Santa Monica’s
network, facilities or systems.
8. All documentation provided by the City of Santa Monica shall be up-to-date and accurate or if
that is not the case, advise NorthStar as such.
9. All hardware, software, and network components supplied by the City of Santa Monica are
working properly and are free of defects and will meet minimum hardware standards provided
during the engagement.
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10. All third-party software and hardware products are assumed to perform correctly in the City of
Santa Monica’s environment, in accordance with the appropriate third-party vendor’s
specifications.
11. To minimize project costs, majority of project work will be performed at one of the NorthStar’s
locations except for project activities such as training where face-to-face is deemed more
effective.
12. Price does not include the City of Santa Monica approved Travel and Living expenses that may
be required as part of the delivery of the engagement. (i.e. Air, car rental, gas, per diem and
hotel) NorthStar will work with the City to identify most cost effective accommodations for the
City’s On-Site activities that are mutually agreed upon.
13. Price for this proposal is based upon the City of Santa Monica obtaining all hardware and
associated operating/database systems.
14. The number and complexity of the custom modifications included in the City of Santa Monica’s
current system must be fully assessed before the project schedule can be finalized as this will
affect the effort in the Validation phases. This assessment will take place during the Upgrade
Definition phase of the engagement.
15. Final copying of the database and cutover will be performed after business hours.
16. City of Santa Monica data provided will be complete and clean. It is the responsibility of the City
to clean data if deemed required due to the identification of inaccurate entries.
17. There are 3 data refreshes included (initial, refresh, final). Any requests for additional data
refreshes will be considered at an additional cost/schedule impact to the project.
18. Transition Readiness Phase is one week.
19. City of Santa Monica is responsible for preparing the underlining IT infrastructure (hardware
installation, operating system, and network connectivity) and supply the required servers based
on the minimum server specifications. This must be in-place per agreed upon project plan.
20. City of Santa Monica is responsible to provide the Testing and Production environment.
21. Any new add-ons (mCARe, eCARe, etc) currently not within the North Star 6.4 environment will
be considered at an additional cost and effort.
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8 DOCUMENT ACCEPTANCE AND SIGNOFF
Accepted on this day by:
City of Santa Monica, CA NorthStar Utilities Solutions
By: ____________________________ By: ______________________________
Name: ___________________________ Name: _____________________________
Title: ___________________________ Title: _____________________________
Date: ___________________________ Date: _____________________________
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APPENDIX A - NORTHSTAR V6.4 – TYPICAL HARDWARE RECOMMENDATIONS
Following are the typical hardware recommendations for NorthStar v6.4. Recommendation may vary
based on actual environment.
NorthStar Application & Database Server
Ø Dell Powered edge R710
Ø Recommended Data Storage and Fault Tolerant Infrastructure
Ø Server configuration, memory and hard drive specs depend on account and service demand
Utility Size No. of Accounts No. of Services Requirements
Small 5K - 10K 1
NorthStar Application & Database
Server
· Dual Intel E5540 2.53 GHz
Processors
· 16GB Memory
· 4200GB SAS DRIVE 10k
Medium 10K - 50K 2 NorthStar Application & Database
Server
· Quad Xeon Processor
· 32GB Memory
· 830GB SAS DRIVE 10k
Large 50K+ 2
NorthStar Client Computer
Ø Dual Core CPU (Intel Core2, AMD Phenom…)
Ø 2GB RAM
VMWare
Ø Virtual Servers will need same specs as above
Ø Full physical hardware specs determined on case by case basis with the assistance of Professional
Service.
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Packet Pg. 81 Attachment: CT 9469 (Original Contract) (5383 : Mod 4 - CT #9649 - Harris)
Santa Monica, City of
1212 Fifth Street, 3rd floor
Santa Monica, CA 90401
USA
Invoice MN00058059A
Description
Ship To
Santa Monica, City of
Ivo C. Nkwenji
1212 Fifth Street, 3rd floor
Santa Monica, CA 90401
USA
Date
Page 1 of 1
SAN08 ReceiptDELIVERY
PO Number Customer No. Salesperson ID Shipping Method Payment Terms
Unit Price Ext PriceOrderedItem Number
8/14/2012
Remit To: Harris Computer Systems
62133 Collections Center Drive
Chicago, IL 60693-0621
Bill to
NOTE Replacing MN58059 with correct Teleworks Maintenance term US$0.00 US$0.001.00
PUBS Northstar Support; Sept 1/2012 - Aug 31/2013 US$20,595.00 US$20,595.001.00
PUBS mCARE Support; Sept 1/2012 - Aug 31/2013 US$6,000.00 US$6,000.001.00
PUBS Escrow Annual Fee; Sept 1/2012 - Aug 31/2013 US$1,500.00 US$1,500.001.00
PUBS GUI (25) Support; Sept 1/2012-Aug 31/2013 US$2,000.00 US$2,000.001.00
PUBS Cognos Admin Support; Sept 1/2012- Aug 31/2013 US$319.00 US$319.001.00
TELEWORKS MAINT Teleworks Maintenance; Oct 1/12 - Aug 31/13 US$6,689.37 US$6,689.371.00
Subtotal
Misc
Tax
Freight
Total
US$37,103.37
US$0.00
US$0.00
US$0.00
US$0.00
US$37,103.37
Trade Discount
Invoice Questions? Please call Lisa Ross at 613-226-5511 ext 2192 OR e-mail
lross@harriscomputer.com
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Packet Pg. 96 Attachment: CT 9649 (Modification 1) (5383 : Mod 4 - CT #9649 - Harris)
SECOND MODIFICATION OF AGREEMENT NO. 9649(CCS)
This Second Modification ofAJ[eement Number 9649 (CCS) ("Second Modifica-
tion"), entered into as of the~th day of~ 2018, by and between the City of
' Santa Monica, a municipal corporation ("dty"l, and N. Harris Computer Corpora-
tion ("Consultant"), is made with reference to the following:
RECITALS
A. On or about January 25, 2006, the City and Consultant entered into a Hardware
Purchase and Software J-icense Agreement ("Original License") for the acquisition
of a utility billing system entitled NorthStar Customer Information System
("NorthStar") for use by the City.
B. Thereafter, on or about March 5, 2013, the City and Consultant entered into
Agreement No. 9649 for Professional Services and to Modify the Original License
to Include A Software Upgrade ("2013 Agreement").
C. On or about October 1, 2015, the City and Consultant entered into a First Modi-
fication of 2013 Agreement ("First Modification") to include the Miscellaneous
Receivables module as an additional Licensed Product and for additional services.
The Original License, 2013 Agreement and First Modification may be referred to
collectively herein as "the Agreement."
D. The City and Consultant desire to modify the Agreement to include additional
software modules, licenses and related services to migrate to the new version of
Consultant's web access portal and to extend the maintenance and support services
for an additional five year period, on the terms and conditions set forth herein.
TERMS AND CONDITIONS
Now, therefore, the undersigned parties do hereby mutually agree to modify the Agree-
ment as follows:
1. Additional License and Additional Services. The Agreement shall be modified to
include the following:
In addition to the licenses and services set forth in the Original Li-
cense, 2013 Agreement and First Modification, Consultant shall pro-
vide the City with a perpetual nonexclusive license for the use of the
CustomerConnect web module and provide professional services and
custom modifications required to implement CustomerConnect as
more fully set forth in Consultant's Proposal entitled "Statement of
Work, Customer Engagement Solution, Customer Connect," dated
November 23, 2016 ("CustomerConnect Proposal"). Additionally,
1
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Consultant shall provide Utilization Review services as more fully set
forth in Consultant's Proposal dated March 15, 2017 ("Utilization Re-
view Proposal"). A copy of the CustomerConnect Proposal and Utiliza-
tion Review Proposal are collectively attached hereto as Exhibit AZ,
and incorporated herein by reference. In addition, Consultant will
provide an upgrade to the latest NorthStar version.
Additional Modules. The City may seek, at its discretion, additional
modules and services consisting of the Automation Platform and
mCare version 2.0 as identified in the Budget attached hereto as Ex-
hibit B-2 an~ incorporated herein by reference.
2. Compensation for Additional License and Additional Services. For the Addi-
tional Licenses and Additional Services provided to the City, the compensation
shall be in accordance with the schedule set forth in Exhibit B-2 in a total amount
not to exceed $187, 937 ("Additional License and Service Fees").
3. Additional Maintenance Term and Maintenance Fees for Licensed Products. The
City may, at its sole discretion and subject to annual budgetary appropriation, ex-
tend the term of the maintenance services for all Licensed Products up to an addi-
tional five (5) year period up through August 1, 2022. The maintenance fees for
each of the additional five year period are set forth in the Revised Budget attached
hereto as Exhibit B-2 and shall not exceed the following:
Period Amount
Year 6 (911/2017-8131/2018 $43,503
Year 7 (911/2018-8131/2019) $47,179
Year 8 (911/2019-8131/2020) $49,537
Year 9 (911/2020-8131/2021) $52,014
Year 10 (911/2021-8131/2022) $52,767
Total Maintenance $245,225
4. Total Amount of Compensation. For the Additional License, Additional Services
and Additional Maintenance provided pursuant to this Second Modification, the
total amount of compensation shall not exceed the amount of $433,162 as set
forth in Exhibit B-2. For all licenses and services set forth in the Original License,
2013 Agreement, First Modification and this Second Modification, the total
amount of compensation shall not exceed $812,703.
Ill
Ill
2
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5. Except as expressly modified by this Second Modification, all other terms and con·
ditions of the Agreement shall be and remain in full force and effect.
IN WITNESS WHEREOF, the parties have executed this Second Modification as of
the date and year first written above.
ATIEST:
t&ru.4J·,Jiad1UJtn ~
DENISE ANDERSON-WARREN
City Clerk
APPROVED AS TO FORM:
CITI OF SANTA MONICA,
City Manager
Consultant:
N. Harris Computer Corporation
3
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EXHIBIT A-2
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~ I
NORT.H·I· !TARi
UTILITIES so UTIONS!
Statement of Work
Customer Engag· Jrnent Solution . I . , . .
~ .
Presented to . i
Santa Mbnica
. I. ! : ' ;
• I • '
Novembe; 23,' 2016 I •
Version:: 1:.1
Unsigned SOW Expiry Oat$: December 31, 2016
!
www.northstarubllties.com ·
I i' ' i \
; :
I
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NORTHISTAR"
Ufll.l!li1$¢1.Ufi'.•U
Revision Control
Document Title: Santa Monica-NorthStar SOW-CuftomerConnect
Author: NorthStar Professional Services ·'
I 'customerConne~ SOW-Groton Utilities
Page2
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! ''
NORTHISTAR' llm.mu $OWT!eU
Table of Contents
1 Introduction ....................................................... .' ........................................................ ,,,;,, ........ .4
1.1 Purpose ........................................................ : ...................................................................... .4 ' 1.2 Project Objectives ................................ ,,,,,,,,,i.. .................................................................... .4
2 Project Scope ................................... ,,,, ............... J ........ ,,,,, ....... ; ................................ ,,,,, ............. 4
2.1 Solution Description ....................... ,, ... • ... ,,,. .. J, .'., ...... , ....... , .:. , , , : ..... , ....... , , , ......... , , , ... , , , , , ......... 5
2.2 Integrations ............................ : ........... : .... · . .' .. J .. ~ ................ J .................................................. 7
2.3" Customer Authentication ............... : .............. 1 •• .' ................. : .................................................. 8
2.4 Technical Platform ........................................ 1
•• .' .................................................................... 8
2.5 Project De live rabies & Milestones ......................................................................................... 9
2.6 Areas Out of Scope ........................................ : .. : ........................................................ , ......... 10
3 Project Management Approach ................... ,,,,,,,,,l..;,,,,,,, ........................................................... 11
3.1 Project Manager ............................ : ............. .1.. .................. , ................................................ 11
3 2 k h I . , . Wor Management Approac ............................................ , ................................................ 11
3.3 Scope Management Approach ............. ' ..... .' .... l ................... : ............................ : ........... ; ........ 11 ' ... I ' 4 Delivery Approach ................................................................... : ................................................ 12
4.1 Implementation Timeline ............... ~ ......... : ... .1 ... , ................. : ................................................ 12
4.2 Validation/Testing Approach ................... ,,,,,,' ... · .................................................................. 13
4.3 Training ................................ : ............................................................................................. 13
4.4 Engagement Completion Criteria ... : ............... : ............................................................... , ... ,.15
5 Fees & Payment Schedule ........ ,,,,,,,, ........ ,,,,,, •.... .1 ••• ,,,, ............................................ ,,,,,, ............ 16 . I 5.2 Payment Schedule ............................................................................................................. 16
I d h , I ' , 5.3 Trave an Ot er Expenses ............................................... ,, ................................................ 17 ' I , 6 Security , , , , ............ , .. ,,, .......... , .. , , ........... , , , , , .. , ....... , .............. , .. , , .J ......... , , , , , , , ........... , , , , , •••••••••••• , , , , 17
7 Assumptions.,,,,,'· ........... ,,, ......... ,, .... ,, .......... ,,,,,, .l .. · ..... ,,,,, ....... ; ................................................ 19
8 Termination and liability .................................... .1 ..................................................................... 21
9 Statement of Work Acceptance and Slgn·off ............................................................................... 22
' I
Custom~rCo~nect SOW~ Groton Utilities.
Page3
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1 INTRODUCTION
Ll Purpose
':I
I
-. ' • l I -;
NORTHISTAR•
UIJUI!U i-01.~1~1
NorthStar is developing a major new release for their CUstomer Connect product, with development
taking place through much of 2017 in a series of r~lease cycles. Each release will contain a fully functiona I
and supported feature set, with a,Jditional fe'at:ures bring added throughout the development cycle.
Santa Monica has an urgent need for Customer Connect, and as such wishes to initially deploy a smaller
' < I . I functional footprint to their customers. • J '
I This Statement of Work (SOW) defines the work to be performed by NorthStar Utilities Solutions
("NorthStar"), an unincorporated division of' N1
• Harris Computer Corporation for Santa Monica to
implement NorthStar's i::ustomerConnect This SOW includes a high level timeline, fees, and other terms
and conditions specific to the services requested by Santa Monica.
After signing, changes to this document shall be made-through the Change Management Process
described in section 3.3.
1.2 Project Objectives " . __ f
---;---
The overall project objective is to provide Santa Monica with a customer engagement solution that will
allow their end consumers to securely log in and view, monitor and manage their account information
and payments from both desktop and mobile devices.
-1 '
The high level objectives of this project are to: ; jf , ,
1. Install, configure and implemen} the CustomerConnect solution as defined in section 2. These
-solutions will be installed on a Santa Monica bremise-based server.-
2. Deliver system training designed to develop c1ustomer ~ompetency with the use and configuration of
the CustomerConnect solution.
I 2 PROJECT SCOPE I
The project scope will include: . · 1 l i . _ _
1. Install and configure the CustomerConnect pl~tform with the initial product footprint;
' 2. Integrate CustomerConnect with NorthStar, c;1s for customer a_ccount information;
(
3. Integrations to 3'' party vendors as described'· in section Integrations 2.2
4. Changes to Bill Print to facilitat~ registratioQ
5. Train Santa Monica staff.
i Custome·rconne~ SOW -·Groton Utilities
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All work related to CustomerConnect to be performed remotely.
'
2.1 Solution Description . . i · .
Section 2.1 describes the anticipated functiomil footprint ~f Cus~ome(Connect at the end of the currently
planned development cycle. While Sant~ Monic?1'Yi!l ~~~e access to\thi~ full suite of functionality once
released, the deployment project will be carried) out; with an early release. Any feature not included in
this deployment is indicated with an asterisk V). I ' I ) . 1
• •
Broadly speaking the following CustomerConnect functionality will be installed and configured as part of . ' ' the scope this engagement:
o Register/Login and Manage Profile (update mailing address, phone, email etc .. } ' . o View Bill
o Pay Bill
o Administer Users I
NorthStar will deploy two instances of the i::ustomerC:onnect platform and' applications in the Santa
' Monica environment: one Test instance and one Primary Production instance.
2.1.1 CustomerConnect Functionality
The CustomerConnect is built on DDN an administrativd framework thatthe entire suite will work from.
This is where the users will be administered and will naJe the ability to ,.;,anage their profiles.
List of Features: . '
'i
2.1.1.1 Administration Portal
•
•
Administration of users
o Create Delete/Unlock Customer Portall!Jsers
! o Create CSR and Administrator. Users , ' Configure password policy . . , .· I 1 !
• . Configure customizable text (i.e. disclaimers,!welcbme messages) presented to users
• • : . ! ' ; Manage Appearance of CustomerConne.ct Pages ; .
o Customize the appearance by modifyind colors and default presentation formats
0
0
0
Add logo and custom Images for use in lib'rary and banner sections
Customize the Titles on Navigation Men'us
Customize the Marketing Footer includiAg addition of certain social media links
2.1.1.2 Account Management
• View and Manage Account Information .',
0
0
0
Registration of new residential accounts
Update Password I
Update Email Address
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I ' '
. , .I ...
o View Account Sumrrary information :
o View. Service lnfor~ation includir\~ meter id
o View additional accounts for cust6mers with multiple accounts I . . ' . i
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2.1.1.3 Billing
A continuation of NorthStar's customer portal thi~ functionality builds upon the relationship betWeen
the utility and its customer. This includes functionality related to billing and general account
management and will allow the utility to take pa~ments fro in its customer and for its customer to
analyze his/her bill over.time. i :1 ' 1
•
List of Features :1
I • Display History Information 1
•
o Balance/Payment Transactions
o View Transactions Summary
o View reports
• Balance History Report1 · i .
• Billing Histqry Report
• Meter Reading History ·Report
View Billing Information I
o View Billing Summary !
o Bill Presentment Options: , .
• View default web bill rendered within CustomerConnect
I
• Default web bill (~TML) uses bill print setups in NorthStar CIS and
retrieves information from the meter reads, bill sections, account
F : 1 ,·· ;
bal.ances. The1HTML web bill solution will present the critical bill print .set~ps and bill se:ction info(mation however it will not be the same as
actual printed bil!s.
• Archived PDF Bills. Custo!nerConnect will display saved individual pdf bills from
the customer network drjve as long as the following criteria is met:
• CIS retrieves bills! by ~ccount/occupant/bill date
• 8·digit acct., 2-digit ace. as account directory
• 8-d
1
igit acct., 2-(!i~it ~cc.1, bill date as pdf file name I ' ., . . '
• View PDF bill from 3rd Ra(ty·Bill Print providers (Custom integration is required)
; l j
o · Manage Payment Related Information I . • Make Payment from CustomerConnect using one of NorthStar Utilities
preferred online paymenf paftners
• Make Payment from CustomerConnect registration page without logging in.
o E-Billing I
• Subscribe to e-billing
1 i CustomerConnect SOW-Groton Utilities
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2.1.1.4 Service Orders• j
ServiceConnect builds upon the functionality pr~senL • ih NorthSta~s CIS, complete with the ability to
create and manage service orders and general utility 'ac~ount management.
List of features:
I i
• Administration of Service Order Setup ,
' ' o Define service orders that can be vie~ed by end users . . I • . o Define service orders that can be created by end users
• Administration of Service Order Transfer : I , i
o Validate service orders submiited I by! erd users '
o Edit/Remove service orders submitted, by end users
I 1. I
o View/Search service orders
o Transfer Payments for Processing (Optional -third party vendor)
• End users are enabled to
o Create service orders
o View service orders
o Print service orders reports
2.2 Integrations
CustomerConnect has the unique ability to pull data as ~eeded from external sources, rather than
storing the data locally. This is accomplished through a r\umber of different methods, all of which ensure
that data replication does not need to take place, and t~at customers 'do not have to wait for current
information because of a sync process that has not occJrred. .
The following integration points are included in the s~oJe,ofthis project:. . . I
2.2.1.1' Integration to the Billing Data
To ensure that the customer is presented with their most up to date and historical billing information, . I
CustomerConnect integrates directly to the NorthStar CIS for billing data. This integration is also
completed through the use of web services and creates a logical separation from CustomerConnect and
the NorthStar CIS to ensure that security concerns are cbnsidered and respected.
2.2.1.2 Integration with Bill Print Viewer I : .
For this implementation it has been identified .that the default web bill rendered within CustomerConnect
would be implemented for Santa Monica. The default web bill (HTML) uses bill print setups in NS CIS and
retrieves information from the meter reads, bill sections, account balances. The HTML web bill solution . . I
will present the critical bill print setups and bill section information however it will not be the same as
actual printed bill formats.
I
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2.2.1.3 Integration with Online Payment Provl~er Partner
With one of our preferred payment providers, the CustomerConnect online integration will assist Santa
Monica with being in a position to ;lCCept credi.t cards and .electronic checks quickly and securely. Santa
Monica's online payment processor is Paymentusi and so for this implementation, CustomerConnect will
interface with Paymentus to offe~ o
1
nline payme.n1 trans~ctions ..
2.2.1.4 Integration to the Servrce Order Data• . · '
To ensure that the customer is presented with their most up to date service requests and service request
. I . tracking, CustomerConnect integrates directly 1to· the NprthStar CIS for service request data. This
integration is also completed through the use .pf web services and creates a logical separation from
CustomerConnect and the NorthStar CIS to ensury that security concerns are considered and respected.
I 2.3 Customer Authentication 1 .. . j ' ' ., .
As part of the transition from the eCARe solution;
1
to CustomerConnect solution, end consumer users who
are already registered in eCARe will·have the oppqrtunity to. re-register in CustomerConnect using a more
streamlined registration process and will only have to enter minimal information like answering security
questions, resetting with a more secure password and confirming stored information.
User registration for new users implements a layer of verification with the NorthStar CIS to ensure that . I the customer is indeed who they say they are. This process verifies a value from the customer's bill. Once
registered and authenticated, the consumer willl"ve:a~cess to the CustomerConnect system.
2.4 ·Technical Platform '
2.4.1 Recommended Hardware
CustomerConnect recommends two installation environments, a test instance.and a production instance.
All environments can be run within a virtual co~figuration.so long as the adequate number of physical
resources are allocated appropriately to the virtual rrachine ..
' ! I I '. : . .
In all cases, the database environment recommended 'is MS SQL Server and this will be installed and
configured as part of the imple~entation proces1s. In addition, the application server is Apache Tomcat
6+; it too, will be installed and configured as part 'of the implementation process. . ' '
The production environment will require the purchase of .a certificate from a central authority (CA) to
ensure that the application can be configured for'use on a secure port for SSL.
2.4.2 Test Environment Speclficat(ons
Component Specification'
Processor 2 or more 'Quad-Core Intel• Xeon• 2.00GHz processors,
2x4MB L2 Cache (or larger), 1333MHz Front Side Bus (or faster)
Memory. 16GB DDR2 400MHz ) I . .
Dual Ranked DIMMs (br}better and upgradeable)
. I . .
~ustomerConnect SOW-Groton Utilities
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Stora~e -==-=--soo_GB= . ----~--, --+-----. ----,====-~
_Network ~~~ess . --~uallGB network cards -.•.: lJ :. . . i . •_. ____ · ---·------·-
Ope. rating System Microsoft Wind. ows S~r~ec 2. 008 ,6~-bit (Stanp __ ar~ Edition) ____ -. _
Other Backup software and hardware; Vtrus protectton software ~---. . . . . r~~ ~· . . --------· ----
2.4.2;1 Production Environment Specifications
. Component Specification . . __ ...:._"..___:_ __________ , _________ , ___ . ----. t--'-;-' _______ __:___.;,_-__ ,,_,,,_ ________________ , _____________ , __
Processor 2 or more Quad-Core Intel® X~on., 2.00GHz processors,
2x4MB l2 Cache (or larger), 13'33MHz Front Side Bus (or faster)
Memory 32GB DpR2 400MHz : . , . , ._,·, I ; • . • ~~g-e_____ ~~~IGRBanked. DIMMs_(~Thd upgrade~~------C-~-.----•-
N_E!~work Access ____ D.ual _1GB network cards, : .. · ; . . . : . , .· · -c----1 Operating System Microsoft Windows Server 2008 64-bit (Standard Edition)
Other --------~~s~ck_upsoft1JI'ar~_<md h~rdwarE!. Yiru~ pr~tectlon software ____ _
2.5 . . . . . . •..... . . . ' I ,
Project Dellverables & Milestones.
The following deliverables, milestones and work products are included in this project, where deliverables
are items created during the engagement that may require formal review and approval by the customer,
and work products are items created during the engag~ment that are reviewed by the customer but cjo
not require formal approval by the customer. · . . ·• j , ; · .
2.5.1 Deliverables and Milestones • ·
The following list identifies the key deliverabl~s and mil_ siones associated with this project: .
o Project Kick-Off Meeting -including Functionality Review, Hardware Review and review of
0
0
0
0
. 2.5.2
Statement of Work
f CustomerConnect Platform Software Installation
Software Integration as described in ~he, pre,ce~ing section
Software Configuration
Software Functional User Training
Work Products
The following list identifies the key work products associated with this project:
o Project Plan ' )· .
CustomerCo~ne~ SO'Wi Groton Utilities:
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o Deployment and Delivery Checklist
o Training and Testing Plan Guides
o Configuration Management Document ·
i
o CustomerConnect Test Cases
2.6 Areas Out of Scope
Anything not listed in the above "Project Scope" is considered out of scope for this SOW.
• ..
•
•
•
•
•
•
•
. . ' I .
Single Sign-on Authentication with another web portal
Training documentation ' '.'.· ·.1 ' . : · l ' . I
Net-Metering display of received and delivered interval data
Customers with multiple accounts signingl up for eBilling-Customers with multiple accounts will
have to call the Utility to setup the ebillink service. There is a notification message. in
' CustomerConnect
Data migration of usernames/passwords from legacy web portals .
Supporting 3'' party integration of the Cu~tomerConnect login screen
Display of 15 minute interval data in CusibmerCon~ect
Database maintenance andlbackups (As Jart of the CCimplementation, the CCteam will work : , . I :
with the customer to ensure that they widerstand what the requirements are for backup and
frequency of backups) ! .
I
'Go-Live' cutover taking place on week'ends.(lf the ·customer requires a go-live on a week-end or
weekday evening outside of business hours, a change order for the overtime work may be
required) · ' ' J . :
• NorthStar Test/ Production environment~ -upgrades/MR releases (If a NS hot patch is required
' ~ l ' . and is related to the CC imp11ementatio~, [he .~(,implementation team will manage this activity
as part of scope. If the Customer is looking for~ Jull MR installation or such, they will need to
work with Support Services:) ·I
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3 PROJECT MANAGEMENTAPPROACH
3.1 Project Manager .. · \
Project Management services ar~ included in ;his: engagl~ent. These services include:
• Facilitating regular (weekly) status meetings'•and submitting action item lists as agreed upon with
Santa Monica.
·• Management and coordination of NorthStar's' resources; and
• Management of project scope and change contr61 processes.
3.2 Work Management Approach
. I The NorthStar eSupport application will be used to track Jkoject issues such as software deficiencies and
other lower level action items. The entire projecheam from both NdrthStar and Santa Monica will have
I, ' \ : ' access to eSupport.
3.3 Scope Management Approach
NorthStar will maintain the SOW for the CustomerConnect product with formal documentation denoting
the agreed upon deliverables and scope. Santa Monic~ and/or NorthStar may propose changes to this.
SOW to address services that fall outside the scope of selvices described in this SOW ("change requests").
The Change Order form must'be used for all change /equests. NorthStar shall have no obligation to
commence work in connection with any change Jntil thJ:fee and scheifule impact of the change is agreed
upon in a written Change Order form signed by the dksi~n~ted repres~ntatives from both parties. I . . .
Upon a request for a change, NorthStar shall submit the change on our standard Change Order form
describing the change, including the impact oft he chang~ on the schedule, fees and expenses. The Change
Management Process that will be employed is defined below: . i
o Identify and document proposed change I .
o Assess impact of proposed change : . / ;
o Estimate required effort/ cost of proposed·i::hange : .. I .
o Submit Change Order for Approval I Disapproval,
o Communicate Change Order Decision · I
o If Proposed Change is Approved:
• Assign responsibility !
• Monitor and report progress , i
Within five consecutive busine~s days of recei~t ,ofthe !change Orde~i form (or any other period of time
mutually agreed to by the part1es) Customer wlllinot;unreasonably Withhold approval of a change order.
Santa Monica shall either indicate acceptance or 'rejecti6n' of the propbs~d change by signing the Change
Order form. If NorthStar is advised not to perf~rm the c~ange, then NbrthStar shall proceed only with the
original services. In the absence of Santa Monica acc~ptance or rejection of the Change Order form,
NorthStar will not perform the proposed change.
CustomerCo~nect SOW 1 Groton Utilities
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4 DELIVERY APPROACH! <I !I
I 4.1 ImplementationTirneline. · 1 ':t ' The estimated duration of this engagement will!be determined at the conclusion of the configuration
requirements gathering review session and when we have a clear understanding of the requirements.
There a're a number of factors to be considered that may have an associated un-planned increase in effort
and will therefore impact the project schedule ~n~ costs. T~ese factors are typically not determined until
project kick-off and will be a key ,input into the final :go-live date and may result in additional cost. , , : ·I . ,. ,
NorthStar will notify Santa Monica of any increase in effort and will provide Santa Monica with a Change
Order according to Section 3.3. 1
' ·1
This timeline assumes the IT environment is availa,ble for the installation and configuration of the solution . .
ProjeCt
M<inager
• Santa Monica
Project
Man·ager
• NorthSW
i~~~i~~~t~:~:~;.~~f·t,:;s:~~~~~[~~.t:~o·Santa · Functional ·:·: Cori'suJt;;~nt
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Week8/J/10 Testin!:ba!(ed on Custome_rConnectTest scripts •
'bUsiness proCesses
HORTHISTAR'
UT!ttriUWI.I.ImU
Santa Monica
Core Team
4;2 Validation/Testing Approach · . . .
To ensure that a quality solution is delivered to Santa ~onica, NorthStar will validate that the delivered
solution performs as per the agreed upon requirements., The three rn,aintesting activities are: .
• Unit Testing to ensure that the solution behaves as expected from system to systein based on the
interface/integration work. I •
• Functional Testing to ensure that the solution (configuration, interfaces and reports) behaves per
agreed upon requirements based on the SOW. • i • User Acceptance Testing to ensure that Santa Moni
1
ca validates that the solution behaves as per the
agreed upon requirements based on the Test Case Scenarios.
4.3 Training
The objective of the training sessions are to ensure that'the Santa Monica staff that will be using and
supporting the CustomerConnect solution have been t(ained on the software and are familiar with the
aspects of the solution that are pertinent to tl)eir role. I ' . ,
NorthStar recommends that CustomerConnect traimng mainly be provided to Customer Service
Representatives (CSRs) who will be taking calls by. the utility customers as well as to individuals who will
be called upon to administer the CustomerConnect solution. . I
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. . i . ' I .. I '
The following training sessions will be provided ito SantaiMonica• as part of this engagement:
CustomerConnect Overview Training Session: , ·1 . . ' : ·
• The CustomerConnect Overview Trainingjis held with the core user team at the beginning of the
project kick-off phase. The objective oftlw overview session is to introduce the users to the
CustomerConnect application who may not have had the opportunity to see the application
and/or to users who need a refresher session; As part of the session we provide a walk-through
of the basic functionaliW to: assist with ~dderstanding the CustomerConnect solution and to.
: I . I -' '
guide discussions during;the solution configurati'on phase .. . I . .· .
I
CustomerConnect Solution Administrator Workshop-Training Session:
• One workshop session will be provided: 3'5 hours.
•
•
•
User Management process, such as add, remove/update or search a customer/admin/CSR user
account. I . i . '
Customize the appearance (e.g. backgrou.rd .colors, text fonts, images) of various sections of the
CustomerConnect pages; 1 • · ' • •
Customize the content that appears ontqe CustomerConnect footer and specify the export·
format(s) that are available to Customer~onnect users.
CustomerConnect Functional Training Session .
• ·One Training session will be provided: 2-3 hours. i .
• The training sessions will prepare the tes1ing team for user/acceptance testing and is conducted
in a Train-the-Trainer format ' 1 •
• Review CRS functionality to, search and vi~w customer account information in .· I .
•
•
•
•
CustomerConnect. I
i
VIew customer's information and effectively resolve customer queries (Information covered will
be based on included modules).
Review the customer registration process
Review the process to help ',customers r,ed.et 'theif User ID/ Password .
I : ~' I Walk through various Cust~merConnect ~creens: so as to teach CustomerConnect usage to end
customer. l
CustomerConnect CSR Training Session
• Two 2-3 hour sessions (Note: This is to.typically accommodate resource availability),
' i
•
•
This training session forma~ and material ;coyered is similar to the Functional Training session
but will be available to awider CSR audience. near the 'go-live' phase.
Review CRSfunctionality•to
1
search and tiJw 'customer account information in CustomerConnect.
I i I i
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•
•
•
,o
HORTHISTAR'
\ITII.IIIU YJ~~TJ>;i'J
View customer's information and effectively res1olve customer queries (Information covered will
be based on included modules).
l' ·i Review the customer registration process, ' 1
Review the process to help customers reset their User ID/ Password . , , I Walk through various CustomerConnect screens so as to teach CustomerConnect usage to end
4.4 Engagement Completion Criteria!
i
Engagement is deemed completed once all CustomerCo1nnect Platform, functionality within the scope of
this SOW have been deployed to the Production; Envirdnment for a period of 20 business days and any
Priority 1 items (as defined in the following table) :raised :during that pe'riod have been resolved. NorthStar
has the exclusive rights to classify ca II types according to the definitions below.
Prioi'iW 2-Medium Priority
PriOrity 3-Low PriOrity
•
•
•
•
•
•
•
•
I
Performane<• ;.,;~e~ofsever·e natUre fmpactirigcritical proCesses:
WoikaroJrids;
I , lnnp:r~:~~~~:3~l~~:~·~~~~~nattcritical: rlot'iinpa~ingcritical processes·
• • .WorkStation 1 1 issues·(Workstationspecific)
Minimal. or no irripact to <:ritical. business functiOn
RepOrt. foi"mattl(l1g i~sues
TralOirig q·u.e;tiohs}howt.Q,· or imf)len]entlng riew proces.ses Aesth.~ii:Ci~~-Jes (-!-! > .
• ; ·lssues:~ithp~rkhrJu(ldsfor Jarge!ma)()rityof. ~ccounts Recom~~~tl.~tlO~s tor enhancemlnts on system changes
Ques tf~O s orl ido~~A, entation
•
• . - . I .
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S FEES& PAYMENTSCHEDULE
The fees for the Software, Professional Services and Maintenance & Support Services defined within this
statement of work are based on fixed price and exclude any travel and logistics (T&L) expenses that may
be required.
The following Matrix summarizes t~e Project and Maintenance fees:
5.1.1 Price Summary
• Installation Services
• Project Management
• Configuration and Integration Services
• Workshop -Training
• Go-Live and Go-Live Support Services
• Annual Maintenance Total-eCARe upcharge m,aintenanc~
5.2 Payment Schedule l
• j .
Santa Monica will be invoiced base9 on the follpying payment schedule:
I
5.2.1 Licenses j
1. 50% on SOW signing i
2. 50% on installation of CustomerConnect, software in the customer environment, non-production
or production server. . i CustomerConitect SOW-Groton Utilities
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5.2.2 Professional Services
1. 25% on SOW signing
2. 25% on installation of CustomerConnect software in the customer environment on a non-
' production server.
3. . 25% on Delivery of CustomerConnecl' Function~ I CSR Training
4. 15% on move to production environment I ,
5. 10% on Engagement Completion as defined In "Engagement C::ompletion Criteria" i . . i .
I
5.2.3 Annual Fee
1. The annual maintenance fees will start on installation of CustomerConnect Software in the
customer environment, non-production server.·
Invoices are payable on a net 30 basis. .
' . . I
Any mutually agreed upon Change Controls will be billed at USD $200/hr .when incurred. . I . .
5.3 Traveland Other Expenses j
In addition to the fees outlined above, Santa Monica will be billed for all reasonable expenses. Direct costs,
including but not limited to travel, meals and accommodation, will be charged as incurred. Travel time
will be billed at $75 per hour. \
i I
-i '
6 SECURITY
I
All information technology equipment, applic~tions and/or services provided by Vendor forthis project
will be subject to third-party security vulnerability testing prior to deployment in the City of Groton/Santa
Monica' (CoG/GU) production environment .. The COG/GU reserves the right to select the third-party
security vulnerability testing firm of their own choosink and assumes responsibility for payment of the.
testing services to the third party. The industry standafd~ used for the testing may include, but are not
limited to, International Organization for Standardization (ISO) and 1
1 the International Electrotechnical
Commission (IE C) standard 27002:2005, the ~ationa'l l~siitute of Stahdards and Technology (NIST), the
National Security Agency (NSA), and the Open Web ~pplication Security Project (OWASP) guidelines.
Additional standards may also be used if appropriate bas~d on the nature and scope of the vendor project.
Identified vulnerabilities will be prioritized by the third'party based on the Payment Card Industry (PCI)
severity system and scored using the Common Vulnerability Scoring System (CVSS) or other threat rating ' . system mutually agreed upon between the COG/GU and the third-party firm.
I'
! : i ' ~
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Upon completion, written results of the security vulnerability testing will be provided to Vendor via
secured communication means, along with the, COG/GU remediation requirements. The Vendor shall, in
conjunction with the COG/GU Information Security Officer, <:letermine a security vulnerability remediation
plan. Any remediation work performed by the vendor ~iiJ be subject to re-test by the third-party firm to
ensure that the identified vulnerabi.lities have b<!~n ;successfully resolved. Should the vendor be unable
to remediate identified vulnerabilities for whate~er reason, the COG/GU reserves the right, at its so'le
discretion, to accept or reject the; placement of the Vendor-provided technology into its production ' . environment.
, I .
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7 ASSUMPTIONS l
The Services, fees and delivery schedule for this engager;nent are based upon the following assumptions:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Any items not explicitly identified within this document are considered out otscope. Any changes to
those responsibilities and/or deliverables will be c~nsidered a change in scope for the engagement.
Any proposed change to the engagement scope mu~t be put into written format and be submitted to
NorthStar during this engagement for reviewj a~~ cdn~ideration. i , · .
This engagement currently ,has, and will c~ntirluei ~o have, thJ s~pport of senior Santa Monica
management and will be assigned sufficient priority with respect to other project to ensure Its success.
I
Santa Monica will assign a lead to act as ah internal 'resource and guide throughout this engagement .
Santa Monica will secure the appropriate· staff in aJ timely fashion in· order to discuss or review the
various materials produced when required. !
! Santa Monica will provide access and support ,from the :IT group and any other stakeholder, asdeemed·
necessary by NorthStar throughout this engagement. · i .
Santa Monica agrees to facilitate any required S~ntJ Monica Corporate logistics for the fulfillment of
this agreement. I . ·
Santa Monica will secure, as required and in a timely fashion, the assistance and cooperation of Third
Party Vendors (e.g. CIS, AMI, Payment, Bill View) to ensure a successful CustomerConnect
Implementation. A change control may be created! if the Third Party Vendor is unavailable or non-
cooperative and as such results in an impact to the schedule or effort.
Third Party Vendors Solutions are able to provide! information ~equired by the CustomerConnect
Solution as well as accept information provided·by the CustomerConnect Solution.
All documentation provided by Santa M~nica shall I be up-to-date and accurate or if that is not the
case, advise NorthStar as such.
All hardware, software, and network components supplied by Santa Monica are working properly and , I : .
are free of defects and will meet minimum hardware standards provided during the engagement.
To minimize project costs, the majority of project lork will be performed at one of the NorthStar's
locations except for project activities where facectolface is deemed more effective.
Santa Monica will provide the appropriate re~ot~ alcessto its net,work, facilities, and systems as may
. I be required to perform activities from one of NorthStar's locations. NorthStar shall abide by all rules
I and directions of Santa Monica when accessing the Customer's network, facilities or systems.
Price does not include Santa Monica approved Travel and living expenses that may be required as
part of the delivery of the engagement unless spedfied in the contract. (i.e. Air, car rental, gas, per
diem and hotel). NorthStar will work with S~nta Monica 'to identify most cost effective
accommodations for Santa Monica on-site activities! that are mutually agreed upon.
Upon deployment of the custom modificatio:ns orihterfaces intoi NorthStar TEST, Santa Monica will
have thirty (30) calendar days for acceptance testi~g,j' during which time, issues reported within the
30 days will be resolved at no charge provided they·~r~ part ofthe1original scope of work. At that time
' I
CustomerConnect SOW~ Groton Utilities
Page 19
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Packet Pg. 119 Attachment: CT 9649 (Modification 2) (5383 : Mod 4 - CT #9649 - Harris)
•
•
~ . I . . ~~.~.r.~,~~~-
the custom modification or interface will be promoted to the production environment on agreement
from
1 ·I .
All changes. or issues reported after 30 days from when the custom modification or interface is I delivered will be considered billable, unless: a prior arrangement or extension to the acceptance
period is made. If the testing period extends 'past 30 calendar days there will be an additional charge
to move the modification or interface into, Production ·unless a prior arrangement or extension has
been agreed upon. . ·' I · · . .
Santa Monica resources will :belavailable as rrquired for User Acceptance Testing. It is expected that
the individuals identified will ha,ve experience! in the 'day-to-day operations and will work closely with
the NorthStar Consultant to resolve issues as required. The main purpose for this interaction is to I provide a quick and consistent response to:procedural issues so that the NorthStar Consultant is not
required to contact a large number of Users. 1:.
• Santa Monica will make an existing SQL Server database available, purchase a license or use the
NorthStar database to host the DNN schema.:
I
I CustomerConnect SOW-Groton Utilities
I, Page 20
I
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Packet Pg. 120 Attachment: CT 9649 (Modification 2) (5383 : Mod 4 - CT #9649 - Harris)
NORTHISTAR"
VTIUTIU 50Wll0\l
8 TERMINATION AND LIABILITY
Unless NorthStar and/or Santa Monica exercises its right to terminate this SOW due to material breach or
default, NorthStar must provide, and Santa Monica must purchase, services from NorthStar for the items
defined within this SOW. I
If Santa Monica and/or NorthStar exercises its right' td terminate t~is SOW due to material breach or
default, or Customer and/or NorthStar terminate~· this S~W without cause,
Customer's obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Return the software to NorthStar .and certify, under the hand ofa duly authorized officer of
the Organization, that all copies ofthe.software or any part thereof, in any form, within the
possession or control of the Organization hdve been returned to NorthStar. {if applicable)
3. Complete payment for services performed Jnd expenses incurred prior to termination
including: ~ · J I
a. Any amounts previously invoiced b t unpaid; '
b. Fees for licenses and professional s~rvices performed through the termination date
which have not been invoiced; and '
c. Any approved Travel and Living costs.
'
NorthStar's obligation includes the following: :
1. Provide notice of 10 calendar days for teimihation without cause;
2. Refund to Santa Monica any fees for profes~ional services' for work not completed at the
termination date. 1
Under no circumstances shall NorthStar be liable for any special, indirect, consequential, punitive or
incidental damages of any kind and shall not be liable for loss of profits, works stoppage, system failure
or malfunction, loss of data or any other damages or los'ses in connection with this statement of work,
even if NorthStar has been advised of the possibility of Juch damages. in any event, NorthStar shall not
be liable to pay any amount, in the aggregate,. that is gr~ater than the!fees received by NorthStar under
this statement of work.
CustomerConnect SOW -7 Groton Utilities
Page 21
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Packet Pg. 121 Attachment: CT 9649 (Modification 2) (5383 : Mod 4 - CT #9649 - Harris)
. . . . I HORTHISTAR"
Ullli11U$01..UTtelo:J
~ -' . ::-.;: ' ·:-< :' ·: ·-9 STATEMENTOFWORKACCEPTANCEANOSIGNOFF . . . . I .
A signature below will signify acceptance of the terms of this Statement ,, of Work and will serve as
authorization to proceed with the activities described herein.
'
Please sign and return this doc.ument by email fO.,Mac Campbell at mcampbell@northstarutilities.com
i
Santa .Monica Signing Authority
Print Name Signature Date
CustomerConneSt SOW-Groton Utilities
Page 22
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Packet Pg. 122 Attachment: CT 9649 (Modification 2) (5383 : Mod 4 - CT #9649 - Harris)
NORTHISTAR· www.northstarutilltles.com UTILITIES SOLUTIONS
Date:
I
Supp'ort Call:
Customer:
March 15, 2017 ;
City of Santa Monica
lvo Nkwenji
' Department:
N/A
NS-PS
$18,900* Attention: Fixed Price:
I
*This price does not include travel time, & expenses which will be billed as incurred.
i Services Description: The City of Santa Monica (Santa Monica) has requested a Utilization Review of
I , ' the NorthStar CIS. The objective of the Utilization Review is to assess the Utility's current business
processes, custom modifications and interfaces ~e~o:elobed for the Utility, and identify areas where
process change, reporting, automation, new add-oris dr integration~ could be implemented to
· maximize both software and resource utilization. This!session will involve power users and/or
managers working through the identified processes an~ documenting opportunities for improvement.
Scope of Work:
•
•
•
I 5 days on site Utilization Review with the NorthStar Business Consultant . , I , , .
o During the onsite review the NorthStar Business Consultant will work with Subject
Matter Experts (SME) from each functibnal area reviewing current resourcing, I .
responsibilities and business processes.i Each will be documented and discussed in
detail to allow for further evaluation and efficiency improvement recommendation.
Efficiency recommendations may comejin the form of process improvement,
automation, configuration, report development, integration or modification
development or task reallocation betwJen functional:area. ·
Creat~Utilization Review Document det~ilin~ rJcommended hrocess improvements and
potential automation opportunities I
o The Utilization Review Docurnent details the information gathered during the onsite
review. Recommendations are fully documented under each. functional area, and an
Executive Summary is provided which s~rves to identify the items which will have the
greatest value for the Utility. · l
Utilization Review Follow Up tall.to discJss.det iled recomm~ndations
o Upon review of the delivered .UtilizatiJ Review Document, the NorthStar Business
Consultant will conduct a foll6w up call to discuss the document and the recommended
changes. The Consultant will. assist in ~etermining what changes the Utility wHI
implement and discuss timelines around such implementation. NorthStar will provide
estimates for providing subsequent traihing, additional automation programming,
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Packet Pg. 123 Attachment: CT 9649 (Modification 2) (5383 : Mod 4 - CT #9649 - Harris)
NORTHISTAR"
VTILITJES SOLUTIONS www.northstarutilities.com
Approach:
modification and integration de·v·[llopment; r~port development and configuration
assistance, where applicable : . : ,
':. '' ·,
; . . . I .
~!
•
Work will be scheduled upon receipt of this signed document. Should additional time be required to
complete this project at any time, you '«ill be notified and asked for your approval in advance of
NorthStar completing the incremental work.
Assumptions: . .
• Santa Monica to ensure the appropriate ~taff is available to work with NorthS~ar resources
while onsite. It is expected that the individuals identified will have experience in the day-to-day ; .
operations and will work closely with the consultants to resolve issues, requests or questions as
required.
I
• Quote is based on a standard 8 hour work day. If there are any changes to the hours required,
scope or our understanding of the scope, the price is subject to change.
! I
• Additional follow up or support for onsite activities 'once site visit is complete to be billed as ;
incurred.
• The consultant will work on Santa Monica premises and will have ready access to appropriate
personnel in the user departments and:to the technical documentation associated with the
systems. · ·. \ ·
Acceptance Terms: . ··1
. ; . i . . .
The work contained within this document is deemed completed and accepted once onsite activity is
completed and the Utilzation Review document ~as been received by the customer.
Note: Any items requiring support following acceptance of this work should be Jogged through the
Support Desk.
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Packet Pg. 124 Attachment: CT 9649 (Modification 2) (5383 : Mod 4 - CT #9649 - Harris)
I
I
NORTHjSTAR"
UTILITIES SOLUTIONS www.northstarutillties.com
This is a fixed price quote of $18,900 based on the scope described above. An additional amount equal
of 5% of the total fees billed have been included in the fee charged to cover technology, communication
and administrative costs. If there are material changes t'o the scope or our understanding of the scope,
' I the price is subject to change. 1
'
Any additional scope will be charged at a rate.of $200/hlr.
Price excludes any applicable taxes. · ' I
! Quote is valid for 60 days from date of delivery. After 60 days the quote will be considered expired and
would need to be reassessed and re-quoted if still required.
*In addition to the. fees outlined above the Santa Monica will be billed for all reasonable expenses.
Direct costs, including but not limited to travel, meals ·a~d accommodation, will be charged as incurred.
Travel time will be billed at $75.00 per hour.
Payment Terms:
This quotation will require a 50% deposit on signing, before any work will begin. Payment milestones to
·. be invoiced as follows:
•
•
•
50% on contract signature I
35% on delivery of on site Utilization Rev,i~w, I ,
15% on delivery of Utilization Review Documenlt ,
Invoices are payable upon receipt. I
Termination:
Unless NorthStar and/or the Santa Monica exercises its "right to terminate this quote due to material . I breach or default, NorthStar must provide, and Santa Monica must purchase, services from NorthStar
for the items defined within this quote.
If Santa Monica and/or NorthStar exercises its right to terminate this quote due to material breach or
default, or Santa Monica /or NorthStar terminates this c\uote without cause,
Santa Monica's obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Return the Software to NorthStar.and certify, .under the hand of a duly authorized officer of
the Organization, that all copies of the SoftWare or any part thereof, in any form, within the
possession or control of the Organization nAve been.retuined to NorthStar. {if applicable}
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Packet Pg. 125 Attachment: CT 9649 (Modification 2) (5383 : Mod 4 - CT #9649 - Harris)
NORTHISTAR"
UTILITIES SQLVTION$ ·www.northstarutllltles.com
3. Complete payment for services pe~o1rmed and ~xpenses incurred prior to
termination including:: ·• I. ; : ; · a. Any amounts previously inyojced but unpaid;
b. Fees for services performed through the termination date which has not been
invoiced; and I .
c. Any approved Travel and Living costs.
NorthStar's obligation includes the following::
1. Provide notice of 10 calendar days for termination without cause;
2. Refund to Santa Monica any fees that have not been earned under this quote through the
termination date. 1 , ·1 . , . .
Under no circumstances shall NorthStar be liable'for any special, indirect, consequential, punitive or
incidental damages of any kind and shall not be li~ble for loss of profits, works stoppage, system failure
or malfunction, loss of data or any other damages or Josses·in connection with this statement of wo;k,
even if NorthStar has been advised of the possibility of such damages. In any event, NorthStar shall not
be liable to pay any amount, in the aggregate, that is greater than the fees received by NorthStar under
this statement of work.
Acceptance:
A signature below will serve as authorization to p:roceed with this quotation. Please sign and return this
document by email to: Mac Campbell at mcampb,ell@northstarutilities.com
o Approval to Proceed
'
should be directing Technical Issues. ; ,
Please provide both an authorized signature for sign off on this qyotation, and a iechnical contact where we
Print Name (Authorized signature) Signature Date I .
Name (Technical Contact) e-mail I Phone Number
o Declined
1
If you do not wish to proceed with this work, ple~se check one of the boxes below by way of an
I explanation, and we will update our records accordingly.
o No longer required
o Insufficient funds at this time
o Work c,ompleted.internally
o Cost is •prohibitive . I
o Work around created
o Other
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EXHIBIT B-2
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Packet Pg. 127 Attachment: CT 9649 (Modification 2) (5383 : Mod 4 - CT #9649 - Harris)
City of Santa Monica, CA
5 Year NorthStar Utilities Solutions Budget Proposal
Prepared for: lvo Nkwenjl
Prepared by: Mac Campbell
bate: July 06, 2017
I I '
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1
THIRD MODIFICATION OF AGREEMENT NO. 9649 (CCS)
This Third Modification of Agreement Number 9649 (CCS) (“Third Modification”),
entered into as of _________________(“Execution Date”), by and between the City
of Santa Monica, a municipal corporation (“City”), and N. Harris Computer Corpora-
tion (“Consultant”) is made with reference to the following:
RECITALS
A. On or about January 25, 2006, the City and Consultant entered into a Hardware
Purchase and Software License Agreement (“Original License”) for the acquisition
of a utility billing system entitled NorthStar Customer Information System
(“Northstar”) for use by the City (“Original Agreement”).
B. On or about March 5, 2013, the City and Consultant entered into Agreement
Number 9649 (CCS) for Professional Services and to Modify the Original License
to Include a software Upgrade (“2013 Agreement”).
C. On or about October 1, 2015, the City and Consultant entered into a First Modi-
fication of 2013 Agreement (“First Modification”) to include the Miscellaneous
Receivables module as an additional Licensed Product and for additional services.
D. On or about April 25, 2018, the City and Consultant entered into a Second Modi-
fication of 2013 Agreement (“Second Modification”) to provide the City with a
perpetual nonexclusive license for CustomerConnect and provide a Utilization Re-
view.
E. The City and Consultant desire to modify the Agreement to supersede the terms
and conditions of the Second Modification with the terms and conditions of this
Third Modification to migrate to the new version of Northstar. The Original Li-
cense, 2013 Agreement, First Modification, and Second Modification may be re-
ferred to collectively herein as “the Agreement.”
TERMS AND CONDITIONS
Now, therefore, the undersigned parties do hereby mutually agree to modify the Agree-
ment as follows:
1. Second Modification Superseded and Replaced.
The terms and conditions of the Second Modification, including Exhibit A-2 and
Exhibit B-2, shall be superseded and replaced in their entirety with the terms and
conditions of this Third Amendment, including Exhibit A-3 and Exhibit B-3.
2. Section 2 of the Agreement entitled “Services to be Performed by Consultant”
shall be modified by adding the following paragraph:
Additional Services. Consultant will perform all of the services (“Addi-
tional Services”) described in Exhibit A-3, Scope of Services.
DocuSign Envelope ID: 5DF0E8DE-3F75-417B-BE26-41EE075CFCF4
6/16/2020
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2
Consultant will complete the Additional Services in accordance with
Exhibit B-3, Budget.
3. Exhibit A-3 and Exhibit B-3 are attached hereto and incorporated herein by this
reference.
4. Compensation. Compensation for the Additional Services described in Exhibit A-3
shall not exceed $433,162 as set forth in Exhibit B-3. Total compensation for the
Agreement shall not exceed $812,703.
5. Except as expressly modified by this Third Modification, all other terms and condi-
tions of the Agreement shall be and remain in full force and effect.
IN WITNESS WHEREOF, the parties have executed this Third Modification as of
the date and year first written above.
ATTEST:
______________________________
DENISE ANDERSON-WARREN
City Clerk
APPROVED AS TO FORM:
______________________________
LANE DILG
City Attorney
CITY OF SANTA MONICA,
a municipal corporation
By: ______________________________
RICK COLE
City Manager
ABC Corporation
#VENDOR
By: _______________________________
DocuSign Envelope ID: 5DF0E8DE-3F75-417B-BE26-41EE075CFCF4
6/11/2020
Interim City Attorney
George S. Cardona
6/15/2020
NorthStar Utilities
Vice President, Sales & Marketing
Sean Sykes
City Attorney
Lane Dilg
6/16/2020
City Clerk
6/17/2020
Denise Anderson-Warren
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Packet Pg. 130 Attachment: CT 9649 (Modification 3) (5383 : Mod 4 - CT #9649 - Harris)
Exhibit A-3
Scope of Work
DocuSign Envelope ID: 5DF0E8DE-3F75-417B-BE26-41EE075CFCF4
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Packet Pg. 131 Attachment: CT 9649 (Modification 3) (5383 : Mod 4 - CT #9649 - Harris)
Statement of Work:
mCare 6 Implementation
City of Santa Monica
April 28, 2020
Version 1.0
SOW VALID UNTIL: June 28, 2020
DocuSign Envelope ID: 5DF0E8DE-3F75-417B-BE26-41EE075CFCF4
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Page 2
Revision Control
Document Title: Santa Monica – NorthStar mCare 6 Implementation SOW
Version Date Author Details / Comments
Version 1.0 04-28-2020 P. Sekhon Initial Draft
DocuSign Envelope ID: 5DF0E8DE-3F75-417B-BE26-41EE075CFCF4
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Page 3
TABLE OF CONTENTS
1 Introduction .................................................................................................................................... 4
1.1 Objective .................................................................................................................................. 4
2 Service Description .......................................................................................................................... 5
2.1 Areas within Scope ................................................................................................................... 5
2.2 Areas Out of Scope ................................................................................................................... 8
3 Estimated Timeline........................................................................................................................ 10
4 Change Management Process ....................................................................................................... 11
5 Fees & Payment Schedule ............................................................................................................. 12
5.1 Fees ....................................................................................................................................... 12
5.2 Payment Schedule .................................................................................................................. 12
5.3 Travel and Living Expenses ..................................................................................................... 13
6 Termination................................................................................................................................... 14
7 Project Assumptions ..................................................................................................................... 15
8 Document Acceptance and Signoff ................................................................................................ 17
Appendix A - NorthStar mCare 6 – Hardware Requirements ................................................................ 18
Appendix B – License Terms & Agreement............................................................................................ 20
Appendix C – NorthStar mCare 6 Feature Guide ................................................................................... 24
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1 INTRODUCTION
This Statement of Work (SOW) defines the work to be performed by NorthStar Utilities Solutions,
hereafter referred to as “NorthStar”, an unincorporated division of N. Harris Computer Corporation, for
the Santa Monica, hereafter referred to as “Santa Monica”, to migrate from the NorthStar mCare 1
application to NorthStar’s mCare 6 platform. This SOW includes a high level timeline, fees, and other terms
and conditions specific to the services requested by Santa Monica.
The purpose of this document is to provide information on the features and value of mCare 6, along with
the level of effort associated with the implementation, for those customers upgrading from the mCare 1
application.
1.1 Objective
The overall project objective is to provide Santa Monica with a ‘workforce management’ solution that will
address daily operations challenges and provides measurable benefits for in-field staff around
performance, safety and job satisfaction.
The high level objectives of this project are to:
• Install, configure and implement core mCare 6 solution defined in section 2. This solution will
be installed on a Santa Monica premise based server.
• Deliver system training designed to develop user competency with the use and configuration of
the mCare 6 solution.
Changes to this document shall be made through a change management process as described later in this
SOW.
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2 SERVICE DESCRIPTION
2.1 Areas within Scope
2.1.1 Implementation Scope
All activities to be performed remotely, unless otherwise stated.
NorthStar will deploy two instances of the mCare platform and applications in the Santa Monica
environment: one Test instance and one Production instance.
2.1.2 Project Management
A NorthStar Project Manager (PM) will be the primary point of contact for Santa Monica on the mCare 6
implementation. The PM has the overall accountability to successfully deliver the services required for a
successful mCare 6 implementation within agreed upon timeframe and budget. The project team will
directly report to the PM and the PM will have the authority and support to manage the project team in
the best interest of the project. The PM is also accountable for the following high-level project activities:
• Interface with Santa Monica assigned PM.
• Conduct regular internal project meetings to ensure that all aspects of the project are
understood by the team and that progress and risks are properly reported.
• Conduct regular project meetings with Santa Monica.
• Review of project status, schedule, risks, resources as well as any other issues that may affect
the success the project.
2.1.3 mCare Installation & Configuration
• Santa Monica will be provided with an mCare Deployment guide as part of the project kick off.
Santa Monica IT will be responsible for obtaining and installing the necessary applications detailed
in Appendix A – Hardware Requirements prior to the installation of mCare 6.
• mCare 6 has dependencies on NorthStar database and code libraries being up-to-date. Santa
Monica’s production environment will need to be patched up to the latest CIS maintenance
release prior to the commencement of the mCare 6 project.
2.1.4 mCare Functional Review
• A NorthStar Technical Consultant will perform a code review of mCare 1 to determine what
customizations, if any, had been made for Santa Monica. Once this analysis is complete a
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NorthStar Application Consultant will conduct a functional review with Santa Monica to identify
where this custom programming has been replaced by mCare 6 core functionality, what new
mCare 6 functionality will be utilized and what custom modifications will no longer be available
for Santa Monica.
2.1.5 mCare Training
2.1.5.1 Onsite End User Training; 4 days onsite
mCare Administrator Training Session:
• mCare Administrator training is held with those users who will be responsible for maintaining
the application post Go LIVE. This session will be a combination of hands on configuration and
process training. The NorthStar Consultant will show administrators how to manage users, roles
and permissions and will familiarize them with those elements of the mCare application that
they have the ability to update and/or add content to. An example of administrator training is
installing and configuring the mCare Field App.
mCare Dispatch Training Session
• The mCare Dispatch training session will introduce those who will be responsible for assigning
work to Field Service Representatives. As part of the session we provide a walk-through of the
basic functionality to assist with understanding the mCare solution and features to managing
service orders and requests.
mCare Office Training Session
• The mCare Office training session will introduce those who will be responsible for reviewing and
approving field completed work by FSRs. As part of the session we provide a walk-through of the
basic functionality to assist with understanding the mCare solution and features to managing
service orders and requests.
mCare Field Service Representative Training Session
• The mCare FSR training session will introduce those who will be responsible for carrying out
work in the field to mCare features for mobile devices.
2.1.6 mCare 6 User Acceptance Testing (UAT)
• NorthStar will provide Santa Monica UAT test plan and the mCare 6 User Guide for User
Acceptance testing. Upon completion of testing Santa Monica will submit a signed copy of the
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UAT test plan confirming all areas of mCare 6 have been successfully reviewed as a prerequisite
for NorthStar to schedule the Go LIVE activities.
• Santa Monica will have two weeks to complete the initial round of User Acceptance Testing.
During that two week period NorthStar will work with Santa Monica to remediate all priority 1
issues. Santa Monica will then have one week of final Acceptance testing prior to scheduling Go
LIVE.
• If a project delay is encountered due to external factors outside of NorthStar’s control, and User
Acceptance Testing needs to extend beyond the initial two week and subsequent one week
windows for UAT remediation testing NorthStar and Santa Monica will analyze the results of this
external factor on the project timeline to determine if there is a need for a change request to
reflect a substantial change to the project plan, budget, or timeline.
2.1.7 Go LIVE and Go LIVE Support
• NorthStar will deploy mCare 6 to production; including clearing the mCare database and
repointing to NorthStar production database.
• NorthStar will create a copy of the mCare 6 instance which will become mCare TEST.
• NorthStar will provided dedicated support for 10 business days post Go LIVE before transitioning
to NorthStar Support Services.
2.1.8 Santa Monica Responsibilities
Following are the key responsibilities of Santa Monica under this agreement:
• Purchasing MS-SQL license – if required.
• Mobile devices ready to run mCare Field App.
• Installing and configuring mCare Field App
• Ensuring NorthStar has direct, dedicated remote technical connection capabilities with
administration access to any server that the NorthStar applications reside on for the duration of the
upgrade project
• Ensuring that underlying infrastructure for mCare is acquired and installed by the required time per
agreed upon project plan (Note: minimum specifications for servers and workstations should be
discussed and agreed upon at commencement of project)
• Installing server with appropriate network connectivity
• Installing operating system and partitioning disk space
• Installing database software
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• Creating users at the operating system level
• Installing VPN connection
• Configuring back up and maintenance routines for new database
• Testing hardware components and environment
• Conducting mCare Acceptance testing
• Leading Go LIVE activities
• Timely completion of the mCare Configuration checklist
2.1.9 Engagement Completion Criteria
The Engagement is deemed completed once upgraded application has been deployed to the live
environment for twenty business days and that any Priority 1 items raised during that period have been
resolved. NorthStar has the exclusive right to classify call types according the definitions below.
Call Type Definition
Priority 1 – Urgent or High Priority • System Down (Software Application, Hardware, Operating System, Database)
• Impacts Critical Business Function without a workaround
• Performance issues of severe nature impacting critical processes.
Priority 2 – Medium Priority • System errors that have workarounds
• Impact to business function is not critical:
• Performance issues not impacting critical processes
• Usability issues
• Workstation connectivity issues (Workstation specific)
Priority 3 – Low Priority • Minimal or no impact to critical business function
• Report formatting issues
• Training questions, how to, or implementing new processes
• Aesthetic issues
• Issues with workarounds for large majority of accounts
• Recommendations for enhancements on system changes
• Questions on documentation
2.2 Areas Out of Scope
Anything in this section and not listed in the above “Areas within Scope” is considered out of scope for
this SOW. Specific items that are currently out of scope of this engagement include:
• Single Sign-on Authentication with mCare 6 and CIS
• Integration with a GIS system.
• Supporting third party workforce and service order integration
• Any customizations made to mCare 1 that are not part of current functionality within mCare 6.
• Any standard mCare 1 functionality that is not part of current functionality within mCare 6.
• Database maintenance and backups (As part of the mCare 6 implementation, the NorthStar
team will work with the customer to ensure that they understand what the requirements are for
backup and frequency of backups)
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• Go LIVE cutover taking place on during regular business hours. If the customer requires a Go
LIVE on a weekend or weekday evening outside of business hours, a change order for the
overtime work may be required.
• Training of Santa Monica’s customers.
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3 ESTIMATED TIMELINE
The estimated duration of this engagement is approximately 7 weeks. The possibility and feasibility of a
reduced duration will be evaluated during the Customer Preparation phase as it will depend on availability
of resources and involvement of Santa Monica Team members. Adherence to the project plan and
timeline is critical. NorthStar will prepare a formal project plan and timeline. Santa Monica will review,
provide comments on, and provide NorthStar with approval of the project plan and timeline.
Timeline Phase Activities
Week 1 • Project Kick Off
• Customer Preparation
Week 2 • mCare 6 Installation
• mCare Functional Review
Week 3 • mCare Configuration & Training Onsite
Week 4 • User Acceptance Testing & Issues Remediation
Week 5 • User Acceptance Testing & Issues Remediation
Week 6 • Go LIVE
• Post Go LIVE Support
Week 7 • Post Go LIVE Support
• Transition to Support Services
There are a number of factors to be considered that will have an associated un-planned increase in effort
and will therefore impact the project schedule. These factors are typically not determined until project
kick-off and will be a key input into the final Go LIVE date and may result in additional cost. NorthStar will
notify Santa Monica of any increase in effort and will provide Santa Monica with a Change Order according
to section 4 Change Management Process. These factors include:
§ Project Resourcing:
• In the event that Santa Monica staff is unable to be dedicated to the agreed upon project
plan, resulting in an extension of the timeline, NorthStar will evaluate the need for a Change
Order for additional Project Management and dedicated support services to extend the
project timeframe.
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4 CHANGE MANAGEMENT PROCESS
NorthStar will maintain the SOW with formal documentation denoting agreed upon changes. Santa
Monica and NorthStar may propose changes to this SOW addressing services falling outside the scope of
services described in this SOW (“Change”). The Change Order form must be used for all change requests.
NorthStar shall have no obligation to commence work in connection with any change until the fee and
schedule impact of the change is agreed upon in a written Change Order form signed by the designated
representatives from both parties.
Upon identifying the need for a change, NorthStar shall submit the change on our standard Change Order
form describing the change, including the impact of the change on the schedule, fees and expenses.
Within 5 consecutive business days of receipt of the change order form, Customer shall either indicate
acceptance or rejection of the proposed change by signing the Change Order form or any other period of
time mutually agreed to by the parties. If NorthStar is advised not to perform the change, then NorthStar
shall proceed only with the original services. In the absence of Customer acceptance or rejection of the
Change Order, NorthStar will not perform the proposed change.
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5 FEES & PAYMENT SCHEDULE
5.1 Fees
mCare 6 Implementation
Services Total
Professional Services
- Project Management
- Installation & Configuration
- Training $26,400
- Acceptance Testing
- Go LIVE Cut Over
- Post LIVE Support
Technology, Communication, Administration $1,320
Project Total $27,720
5.2 Payment Schedule
Any mutually agreed upon change controls will be billed at the standard NorthStar hourly rate of $220
when incurred. An additional amount equal of 5% of the total fees billed has been included in the fee
charged to cover technology, communication and administrative costs. Price excludes any applicable
taxes.
The NorthStar fees for the scope of services described in this Statement of Work, including the technology,
communication and administrative fee, is $27,720 USD based on fixed price plus any travel and logistics
(T&L) which may be required.
5.2.1 Professional Services
1. 50% on SOW signing
2. 20% on installation of mCare 6 software in the customer environment on a non-production or
production server.
3. 20% on move to production environment
4. 10% 10 business days post go-live
Invoices are payable upon receipt.
Quote is valid for 60 days from date of delivery. After 60 days the quote will be considered expired and
would need to be reassessed and re-quoted if still required.
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5.3 Travel and Living Expenses
The above mentioned fees do not include any travel and per diem expenses incurred for on-site visits
required for this engagement.
Any travel time will be billed at $75/hour. Santa Monica shall also pay or reimburse travel expenses plus
a per diem reasonably incurred in furtherance of NorthStar duties hereunder.
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6 TERMINATION
Unless NorthStar and/or Santa Monica exercises its right to terminate this SOW due to material breach or
default, NorthStar must provide, and Santa Monica must purchase, services from NorthStar for the items
defined within this SOW.
If Santa Monica and/or NorthStar exercises its right to terminate this SOW due to material breach or
default, or Customer and/or NorthStar terminates this SOW without cause,
Customer’s obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Return the software to NorthStar and certify, under the hand of a duly authorized officer of
the Organization, that all copies of the software or any part thereof, in any form, within the
possession or control of the Organization have been returned to NorthStar. (if applicable)
3. Complete payment for services performed and expenses incurred prior to termination
including:
a. Any amounts previously invoiced but unpaid;
b. Fees for services performed through the termination date which has not been
invoiced; and
c. Any approved travel and living costs.
NorthStar’s obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause.
Under no circumstances shall NorthStar be liable for any special, indirect, consequential, punitive or
incidental damages of any kind and shall not be liable for loss of profits, works stoppage, system failure
or malfunction, loss of data or any other damages or losses in connection with this statement of work,
even if NorthStar has been advised of the possibility of such damages. In any event, NorthStar shall not
be liable to pay any amount, in the aggregate, that is greater than the fees received by NorthStar under
this statement of work.
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7 PROJECT ASSUMPTIONS
The Services, fees and delivery schedule for this engagement are based upon the following assumptions:
• Any items not explicitly identified within this document are considered out of scope. Any changes to
those responsibilities and/or deliverables will be considered a change in scope for the engagement.
Any proposed change to the engagement scope must be put into written format and be submitted to
NorthStar during this engagement for review and consideration.
• This engagement currently has, and will continue to have, the support of senior Santa Monica
management and will be assigned sufficient priority with respect to other project to ensure its success.
• Santa Monica will assign a lead to act as an internal resource and guide throughout this engagement.
• Santa Monica will secure the appropriate staff in a timely fashion in order to discuss or review the
various materials produced when required.
• Santa Monica will provide access and support from the IT group and any other stakeholder, as deemed
necessary by NorthStar throughout this engagement.
• Santa Monica agrees to facilitate any required Santa Monica Corporate logistics for the fulfillment of
this agreement.
• Santa Monica will secure, as required and in a timely fashion, the assistance and cooperation of third
party vendors (e.g. CIS, AMI, Payment, Bill View) to ensure a successful mCare 6 implementation. A
change control may be created if the third party vendor is unavailable or non-cooperative and as such
results in an impact to the schedule or effort.
• Third party vendor solutions are able to provide information required by the mCare 6 as well as accept
information provided by the mCare 6.
• All documentation provided by Santa Monica shall be up-to-date and accurate or if that is not the
case, advise NorthStar as such.
• All hardware, software, and network components supplied by Santa Monica are working properly and
are free of defects and will meet minimum hardware standards provided during the engagement.
• To minimize project costs, the majority of project work will be performed at one of the NorthStar’s
locations except for project activities where face-to-face is deemed more effective.
• Santa Monica will provide the appropriate remote access to its network, facilities, and systems as may
be required to perform activities from one of NorthStar’s locations. NorthStar shall abide by all rules
and directions of Santa Monica when accessing the Customer’s network, facilities or systems.
• The environment that has been installed, configured, and validated during the mCare 6
implementation will become the production environment at Go LIVE.
• Once the initial installation of mCare 6 has been completed and connectivity has been confirmed,
NorthStar strongly recommends that the environment remains static for the duration of the project.
Troubleshooting performance or mCare 6 functionality issues, resulting from environment changes,
such as operating system updates and network modifications, is considered outside the scope of the
mCare 6 project. Santa Monica will be issued a project change order for time incurred reviewing
such issues. If at any point, it is confirmed that the issue is caused by NorthStar, all service charges
will be waived.
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• Price does not include Santa Monica approved travel and living expenses that may be required as part
of the delivery of the engagement unless specified in the contract (i.e. air, car rental, gas, per diem
and hotel). NorthStar will work with Santa Monica to identify most cost effective accommodations for
Santa Monica on-site activities that are mutually agreed upon.
• Santa Monica resources will be available as required for Acceptance Testing. It is expected that the
individuals identified will have experience in the day-to-day operations and will work closely with the
NorthStar Consultant to resolve issues as required. The main purpose for this interaction is to provide
a quick and consistent response to procedural issues so that the NorthStar Consultant is not required
to contact a large number of Users.
• mCare 6 may have dependencies on NorthStar database and code libraries being up-to-date. Santa
Monica’s TEST environment will be patched up to the latest Maintenance Release prior to
deployment of the custom mod. Note; mCare 6 testing phase may need to be extended based on
the number of upgrade patches required to properly update the TEST environment to the NorthStar
recommended release state.
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8 DOCUMENT ACCEPTANCE AND SIGNOFF
Accepted on this day by:
City of Santa Monica NorthStar Utilities Solutions
By: ____________________________ By: ______________________________
Name: ___________________________ Name: _____________________________
Title: ___________________________ Title: _____________________________
Date: ___________________________ Date: _____________________________
Please sign and return this document by email to Paven Sekhon at psekhon@northstarutilities.com.
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APPENDIX A - NORTHSTAR MCARE 6 – HARDWARE REQUIREMENTS
mCare 6 recommends two installation environments, a test instance and a production instance. All
environments can be run within a virtual configuration so long as the adequate number of physical
resources are allocated appropriately to the virtual machine.
In all cases, the database environment recommended is SQL Server 2016 and this will be installed and
configured as part of the implementation process.
The production environment will require the purchase of a certificate from a central authority (CA) to
ensure that the application can be configured for use on a secure port for SSL.
Recommended iOS, Android, Windows 10 Tablet Specs:
• Screen Size 8” (~320 ppi density) or 9.7" (~264) (4:3 ratio)
• 1536 x 2048 pixels, 4:3 ratio
• GPU
• CPU dual-core 1.5 GHz (min 1.33 GHz)
• 2GB of RAM (min 1.5 GB)
• Back Facing Camera
• LTE or LTE adapter
Recommended Devices (Used in Development & Testing):
• Apple iPad Mini 4 8"
• Apple 5th Gen 9.7”
• Galaxy Tab S2 8"
• Galaxy Tab S2 9.7”
• Surface Pro 4 12.3"
Device Resolution Check
To check if device you are planning to use has the right resolution CSS width and CSS height, you can
connect to the website below with the actual device
https://www.mydevice.io/
If you do not have access to the device, check the reference list below
(reference https://www.mydevice.io/#compare-devices)
To run mCare 6 on your tablet you will need the CSS width to be min 750 pixels, CSS height to be min
1024 pixels.
You can also apply this formula if you do not have access to the device at this time and the device is not
in the list above
• CSS Width = Physical Resolution Width/(Screen PPI/160)
• CSS Height = Physical Resolution Height/(Screen PPI/160)
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Example: 1536 x 2048 pixels, 4:3 ratio (~320ppi density)
• CSS Width= 1536/(320/160)=~768
• CSS Height= 2048/(320/160)=~1024
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APPENDIX B – LICENSE TERMS & AGREEMENT
1. Grant of Licenses
(a) Subject to the terms and conditions herein, NorthStar hereby grants to Santa Monica a personal,
non-exclusive, non-transferable and limited right and license to use the Software in object code
format on the NorthStar CIS computer system (the “License”) in consideration for the payment of
the License fees. All Releases installed by Santa Monica are subject to this License. This License
and the other terms and conditions related to this License do not apply to Third Party Software.
(b) Santa Monica may duplicate Documentation, at no additional charge, for Santa Monica’s
permitted uses so long as all required proprietary markings are retained on all duplicated copies.
(c) As between NorthStar and Santa Monica, NorthStar reserves all rights, title and interest in and to
the Software not expressly granted herein and the License specifically excludes all such reserved
rights, title and interest.
(d) Any Software furnished by NorthStar in machine-readable form may be copied in whole or in part
by Santa Monica for use on the Designated Computer System, access to which by Users can be
from any computer terminal, whether internal to or external to Santa Monica‘s facility
incorporating the Designated Computer System. To the extent that any temporary files associated
with the Software are created during such use on terminals those temporary files are permitted
under this License but only for such time that the temporary files are actually required. Santa
Monica agrees that the original copy of all Software furnished by NorthStar and all copies thereof
made by Santa Monica are and at all times remain the sole property of NorthStar, as NorthStar
Software is licensed, not sold.
(e) Any License granted under this SOW permits Santa Monica to: (i) use the Software for its utility
billing and related purposes including, but not limited to, performing testing, disaster recovery,
disaster testing, training, archival and backup as Santa Monica deems necessary, and (ii) use, copy
and modify the Documentation for the purpose of creating and using training materials relating
to the Software. Access to and use of the Software by independent contractors of Santa Monica
shall be considered authorized use under this Section so long as any such independent contractors
are bound by obligations of confidentiality and have been approved by NorthStar in advance of
the independent contractors’ access to the Software. Santa Monica shall be responsible for (i) all
of the actions of and (ii) any misuse of the Software by any independent contractor.
(f) Software is licensed for use by the current number of NorthStar CIS users and on the current
operations of Santa Monica. Any change in the number of users of NorthStar CIS or a material
increase in the Santa Monica’s business, such as through acquisition of another utility, would
require additional licensing.
(g) Santa Monica may purchase additional Software Licenses at the time such Licenses become
necessary at NorthStar’s then current prices and terms.
2. Term of License
The License commences on effective date of the SOW. The License is perpetual and of indefinite duration
contingent on renewing annual support and maintenance for the License.
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3. Restrictions on Use
(a) Santa Monica shall not, and will not allow, direct or authorize (directly or indirectly) any other
party to: (i) use the Software for any purpose other than in connection with Santa Monica’s
primary business or operations; (ii) disassemble, de-compile, reverse engineer, defeat license
encryption mechanisms, or translate any part of the Software, or otherwise attempt to
reconstruct or discover the source code of the Software except and only to the extent that
applicable law expressly permits, despite this limitation; (iii) modify or create derivate works of
the Software; (iv) rent, lease, lend, license, sell or use the Software for timesharing or bureau use
or to publish or host the Software for others to use; or (v) take any actions that would cause the
Software to become subject to any open source or quasi-open source license agreement. Santa
Monica shall be wholly liable to NorthStar for any misuse of the Software and these restrictions
are absolute except as and only to the extent that this SOW may expressly permit Santa Monica
to do otherwise
(b) The Software and related materials supplied by NorthStar are protected by copyright and
trademark laws. The Software is licensed and may not be resold by Santa Monica. Any rights not
expressly granted herein are reserved. Santa Monica may not obscure, remove or otherwise alter
any copyright, trademark or other proprietary notices from the Software and related materials
supplied by NorthStar.
4. Ownership of Software and Confidential Information
(a) Santa Monica acknowledges that the Software contains proprietary information and Confidential
Information of NorthStar which shall, at all times, remain the property of NorthStar.
(c) Santa Monica will take the same care to safeguard the Software as it takes to safeguard its own
Confidential Information of a like nature and such care shall not be any less than would be taken
by a reasonable person to safeguard its own confidential information.
(d) In order to assist NorthStar with the protection of its proprietary information and Confidential
Information and to enable NorthStar to ensure that Santa Monica is complying with its
obligations, Santa Monica shall permit NorthStar to visit during normal business hours any
premises at which the Software is used or installed and shall provide NorthStar with access to its
Software. NorthStar shall provide Santa Monica with reasonable notice of any such audit.
5. Ownership and Disposition of Documents
(a) All materials and documents which were developed or prepared by NorthStar for general use and
which are not the copyright of any other party or publicly available, including educational
materials, the Software and any other computer applications, shall continue to be the property
of NorthStar. The parties agree that no materials or documents are being created for Santa
Monica by NorthStar under this SOW as of the effective date.
6. Warranty
(a) The Software will substantially perform as described in the Documentation for a period
of ninety (90) days from installation if the Software is used in accordance with its
documentation, the terms of this License and where the Santa Monica has any required
programs and the hardware meets the requirements. The Santa Monica ’s sole recourse
in the event the Software does not conform to the Documentation is the repair and
replacement of the Software. In the event an error is discovered in the Software outside
the warranty period and the error can be reproduced by Harris, provided Santa Monica
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has ongoing Support and Maintenance with Harris, Harris will make reasonable
commercial efforts to provide Santa Monica with a correction or suitable workaround.
Harris reserves the right to correct any defects about which it is made aware and to
produce in its sole discretion Software releases at a time of Harris’ own choosing.
(b) Harris shall not be liable for any breach of the foregoing warranties which results from
causes beyond the reasonable control of Harris, including:
(i) where the installation, integration, modification or enhancement of the Software
was not done by Harris or its authorized agent, or where Santa Monica has taken
any action which is prohibited by product documentation or this License;
(ii) any use or combination of the Software with any software, equipment or services
not supplied by or on behalf of Harris;
(iii) user error, or other use of the Software in a manner or in an operating
environment for which it was not intended or other than as permitted herein;
(iv) Santa Monica ’s failure to install a new software update necessary to cure an error
or bug, for security or legislative compliance purposes or for such other reasons
as Harris may determine in its sole discretion; or
(v) Any other event of force majeure.
(c) Exclusions to Warranty
(i) TO THE GREATEST EXTENT PERMITTED BY LAW, THE SOFTWARE IS
LICENSED AND ALL OTHER MATERIALS AND SERVICES ARE PROVIDED TO
THE Santa Monica “AS IS” AND THERE ARE NO WARRANTIES,
REPRESENTATIONS OR CONDITIONS, EXPRESSED OR IMPLIED, WRITTEN OR
ORAL, ARISING BY STATUTE, OPERATION OF LAW, COURSE OF DEALING,
USAGE OF TRADE OR OTHERWISE, REGARDING THEM OR ANY OTHER
PRODUCT, SERVICE OR MATERIAL PROVIDED HEREUNDER OR IN
CONNECTION HEREWITH.
(ii) HARRIS, ITS LICENSORS AND SUPPLIERS DISCLAIM ANY IMPLIED
WARRANTIES OR CONDITIONS REGARDING THE SOFTWARE AND ANY
OTHER PRODUCTS, SERVICES AND MATERIALS PROVIDED HEREUNDER OR
IN CONNECTION HEREWITH, INCLUDING, BUT NOT LIMITED TO,
WARRANTIES OF MERCHANTABLE QUALITY, MERCHANTABILITY,
DURABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE OR NON-
INFRINGEMENT.
(iii) HARRIS DOES NOT REPRESENT OR WARRANT THAT THE SOFTWARE SHALL
OPERATE ERROR FREE OR IN THE COMBINATIONS SELECTED, THAT IT
SHALL MEET ANY OR ALL OF THE Santa Monica ’S PARTICULAR
REQUIREMENTS, OR THAT ALL ERRORS OR DEFECTS IN THE SOFTWARE CAN
BE FOUND OR CORRECTED. NO AGREEMENTS VARYING OR EXTENDING
ANY EXPRESS WARRANTIES SET FORTH IN THIS LICENSE SHALL BE
BINDING ON EITHER PARTY UNLESS IN WRITING AND SIGNED BY AN
AUTHORIZED SIGNING OFFICER OF HARRIS.
(d) The Santa Monica and Harris recognize that circumstances may arise entitling the Santa
Monica to damages for breach or other fault on the part of Harris arising from this
License. The parties agree that in all such circumstances the Santa Monica ’s remedies
and Harris’ liabilities will be limited as set forth below and that these provisions will
survive notwithstanding the termination or other discharge of the obligations of the
parties under this License.
(i) BOTH PARTIES AGREE THAT HARRIS’ ENTIRE LIABILITY (UNDER CONTRACT OR IN
TORT INCLUDING FUNDAMENTAL BREACH, NEGLIGENCE, STRICT LIABILITY OR
OTHERWISE), IF ANY, FOR ANY DAMAGES RELATING TO OR ARISING UNDER THIS
LICENSE SHALL NOT EXCEED IN THE AGGREGATE FEES PAID TO HARRIS BY THE
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Santa Monica UNDER THIS AGREEMENT IN THE TWELVE (12) MONTH PERIOD
PRIOR TO THE TIME THAT THE CLAIM AROSE.
(ii) IN ADDITION TO THE FOREGOING, HARRIS SHALL NOT BE LIABLE FOR ANY
CONSEQUENTIAL, INCIDENTAL, INDIRECT, EXEMPLARY, PUNITIVE, OR SPECIAL
DAMAGES WHATSOEVER, INCLUDING BUT NOT LIMITED TO LOST REVENUE OR
LOSS OF PROFITS, LOSS OF BUSINESS, LOSS OF DATA, FAILURE TO REALIZE
EXPECTED SAVINGS, OR COST OF SUBSTITUTE GOODS OR SERVICES ARISING OUT
OF OR IN CONNECTION WITH THIS LICENSE, EVEN IF Santa Monica HAS BEEN
ADVISED OF THE LIKELIHOOD OF THE OCCURRENCE OF SUCH LOSS OR DAMAGES
AND NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED
REMEDY.
(iii) CLAUSES (i) AND (ii), ABOVE, SHALL APPLY IN RESPECT OF ANY CLAIM, DEMAND
OR ACTION BY A PARTY IRRESPECTIVE OF THE NATURE OF THE CAUSE OF ACTION
UNDERLYING SUCH CLAIM, DEMAND OR ACTION, INCLUDING, BUT NOT LIMITED
TO, BREACH OF CONTRACT, RESCISSION OF CONTRACT, OR TORT.
(e) The parties hereby confirm that the waivers and disclaimers of liability, releases from liability,
limitations and apportionments of liability, and exclusive remedy provisions expressed
throughout this License shall apply even in the event of default, negligence (in whole or in part),
strict liability or breach of contract of the person released or whose liability is waived, disclaimed,
limited, apportioned or fixed by such remedy provision, and shall extend to such person’s affiliates
and to its shareholders, directors, officers, employees and affiliates
7. Miscellaneous
(a) This License shall constitute the entire agreement between the parties hereto with respect to the
subject matter hereof, and supersedes and replaces any previous conflicting terms, written or
oral, with respect to the issues addressed herein.
(b) Neither party may assign any of its rights or duties under this License without the prior written
consent of the other party, such consent not to be unreasonably withheld, except that either party
may assign to a successor entity in the event of its dissolution, acquisition, and sale of substantially
all of its assets, merger or other change in legal status. The License shall inure to the benefit of
and be binding upon the parties and their respective successors and permitted assigns.
(c) This License shall be governed by the laws of Ontario, Canada, without reference to the conflicts
of law principles thereof; provided, however, that the Uniform Computer Information Transaction
Act will not apply even if adopted as part of the laws of said State or Province. The United Nations
Convention on Contracts for the International Sale of Goods (UNCCISG) does not apply to this
License.
(d) Section and other headings in this License are for reference purposes only and do not describe,
interpret, define or limit the scope or extent of any provision hereof.
(e) The invalidity or unenforceability of any provision contained in this License shall not affect the
validity or enforceability of any other provision or covenant. Any such invalid provision or
covenant shall be deemed modified to the extent necessary in order to render it valid and
enforceable; if such provision may not be so saved, it shall be severed and the remainder of this
License shall remain in full force and effect.
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APPENDIX C – NORTHSTAR MCARE 6 FEATURE GUIDE
mCare Feature Guide
Sales & Marketing
Date: March 8, 2019
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Confidentiality Notice
The following documentation is provided to you pursuant to an agreement that you have signed or are
negotiating or may negotiate with N. Harris Computer Corporation or one of its subsidiaries. If you have
not signed an agreement with N. Harris Computer Corporation, you agree to the following by reviewing
any aspect of this documentation. The information contained in this document is the proprietary
information and work of N. Harris Computer Corporation and shall be treated in a confidential manner by
the organization or company to which it has been provided and by those to whom it has been provided
within such organizations or companies. It may only be copied and duplicated in the manner permitted
under an agreement that you have with N. Harris Computer Corporation or one of its subsidiaries.
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Table of Contents
Overview............................................................................................................................................... 27
Administrator ....................................................................................................................................... 27
Settings .......................................................................................................................................... 27
Service Orders ............................................................................................................................... 27
User Management ......................................................................................................................... 29
Dispatcher ............................................................................................................................................. 30
Field Service Representative ................................................................................................................. 31
Back Office Clerk ................................................................................................................................... 32
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Overview
NorthStar’s mCare uses the latest innovative technology to allow service order information to flow
seamlessly between the office and the field. The intuitive interface maximizes adoption through ease of
use, and has been designed specifically for mobility over any device or browser. With robust offline
capabilities, and a completely redesigned user interface, managing day-to-day in-field activities has never
been easier.
This feature guide provides a comprehensive list of the features and functions available within mCare. As
mCare is a role based application, the features are grouped by role.
Administrator
The mCare Administrator role is responsible for system configuration and user management. The
Administrator accesses mCare through a browser interface.
Settings
Change default application configurations: Account administrators will have the capability to change the
organization name, google analytics key, map engine, and the geocoding key based on the utility’s
preferences and needs. System Administrators will also be able to configure the password strength rules
for users.
Service Orders
Predefined Completion Notes: The system administrator can create a list of predefined terms and
common sentences that the Field Service Representative (FSR) can choose when creating their completion
notes.
Service Orders in the Field: FSRs will have the ability to create service orders while in the field. The
Administrator will be able to determine which service order call codes or types can be created in the field
by the FSRs.
Service Orders to be Auto-Completed:
Administrators can select which types of service
orders do not require manual approval. These
service orders will skip being sent to a back
office clerk for approval and will be sent directly
to the CIS.
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Service Orders With Special Meter Types: Administrators can highlight service orders based on specific
criteria. mCare allows the administrator to group together specific types of meters and apply a color
category to each one to make it easier for FSRs to identify special meter types.
Service Orders that Require Meter Read:
Administrators will be able to select which service
orders require the FSRs to provide a meter reading
before the service order can be completed.
Maximum Horizon for Service Orders:
Administrators can select which service orders are
automatically shown if no other filters are applied.
Administrators can select a date range and only
service orders with a scheduled date in this range will show up.
Install Meter Option: Administrators can select which service orders contain an install action button. The
button will be present when the FSR is working on a service order that is associated with a meter
installation.
Removing Characters from Meter #: Administrators can set mCare to collect only numerical values of a
meter number. If an FSR scans a meter number that is ABCD1234, mCare will automatically change the
meter number to 1234 if these settings are configured.
Padding meter # with 0s: Administrators can configure mCare to pad the meter number entered by the
FSR with zeroes. If the padding is set to 3 and an FSR enters the meter number 123, mCare will
automatically interpret the meter number as 000123.
Service Order Card Priority Colors: A different color will show on each
service order to indicate the level of priority. The color of the label to
indicate the priority will be selected by the administrator, who can
change the colors at any time.
Remove Meter Options: Administrators can select which service orders
will contain the option for FSRs to remove a meter. During a meter
removal, FSRs will have a list of meter statuses to select from that match
the status defined in the CIS. The administrator can select which meter statuses the FSR will be able to
choose from. The administrator can select which status will automatically be set during a meter removal.
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Change out Meter Option: Administrators will be able to select which
type of service orders will show the FSR a “meter replace meter change-
out” button.
Register Swaps: Administrators can select which service order call types
allow FSRs to make register swaps.
Adjust Transponder ID: Administrators can select service order call types
that will allow the FSR to make changes to transponders/ERTs.
Suppressed Time Bands: Administrators can hide ON, MID, OFF peak
bands from meter cards on smart meters so that FSRs will not be required
to enter reads for those time bands.
Service Order Expiry on an FSR Completion Screen: Administrators can
select the number of days that a completed service order will remain on the FSR’s completion screen.
After the set amount of days, the service orders will be auto-purged.
Rules for Linked Moves: Administrators can set the rules for linked moves to show a single service order
card. Administrators will need to set the linked service order period for a move in/move out on the same
premise to appear as a linked move.
Last Read from Bill Range: Administrators will set the range for how far back the system will look (in
months) to find the last bill on the account, which is used to perform forecasting calculations for meter
read validation purposes.
Variance Check Tolerance Value: The administrator will set the variance range for meter reading
warnings. If a meter read is outside of this range the FSR will see a warning after they enter the read.
FSR Work Area Radius: The administrator will determine how large the FSR's work-area displayed on the
mCare map is.
Shared Queues: Administrators can set up shared queues and grant FSRs permissions to these queues.
FSRs with permission can then select work for the queue. These queues can be organized by type of work,
physical location, scheduled time of the service order or the administrator’s preference. Administrators
can created rules that will allow for specific service orders to automatically appear in a certain share
queue.
FormSets: Administrators can create custom forms and add them as additional steps to specific service
order types. FSRs will be required to complete the form when completing a service order.
User Management
Managing Users, Permissions, and Roles: Administrators will have the capability to add new users, set
users’ role and permissions, reset a user’s password, and archive or suspend a user. For FSRs this will
include setting which shared queues they belong to, which service orders they can claim from a shared
queue, and assigning the FSR to a dispatcher. The administrator will be able to set service order viewing
permissions for dispatchers and back office clerks.
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Dispatcher
The primary role of the Dispatcher is to manage the queue of service orders to ensure that work is properly
assigned and that it is carried out in the correct priority and timeliness. The browser interface provides
the following primary views: the dispatch cue, which contains the service order cards; a map of the service
order locations; and a list of the FSRs that can accept work and the shared queues.
Service orders scheduled for dispatch: The dispatch queue lists service orders (types 1 to 5) that were
created and scheduled by Customer Service Representatives (CSRs) in the CIS. It will only list service
orders the dispatcher has access to. The list can be further filtered and sorted.
Service Order Cards: Dispatchers can view the service order card and expand the card by clicking in the
white area of the card. The service order contains information including: call code, call type, type
description, scheduling info, priority, number of days from the scheduled date, status of the service order,
address, location alerts, notes from the service order, services/ meter types, and meter number.
Linked Moves: For linked moves dispatchers will see both the service order cards stacked on top of each
other. An alert will appear if there is a conflict due to multiple move-ins or move-outs on the same day
for the same account.
Filtering and Sorting the Dispatch Queue: Dispatchers
can filter and sort the dispatch queue for easier viewing
of the service orders. The filtering options include
changing the date range, call type, created by, cycle,
route, order type, call code, priority, postal code, and
region. More than one filtering criteria can be applied
at the same time. Dispatchers can sort the list in
ascending or descending order based on the creation
date, street name, call code, cycle, route, walk, region, scheduled date, and priority level.
Map functionality: Dispatchers will see the service orders on the map and can click on any service order
to find it in the list of cards, or they can click on the individual service order card to find it on the map.
Dispatchers can change the map view between map and satellite based on their needs. The transparent
color-coded circle corresponds with the color assigned to
each FSR. This circle is a circumference boundary of all orders
currently assigned to the corresponding FSR. Dispatchers will
be able to view if an FSR has accepted a service order and the
order they plan to complete their work in.
Viewing an FSR’s Availability: Dispatchers will be able to see
the current list of FSRs that they can assign work to, whether
that FSR is online or offline and the last time they were
online.
Assigning Service Orders to an FSR: Dispatchers can assign a
service order to an FSR by dragging the service order card and dropping it into the desired FSR’s queue.
Dispatchers can assign multiple orders at once by filtering and choosing the “select all” option.
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Withdrawing Service Orders from an FSR: Dispatchers can remove a service order if the FSR has not
already accepted the request.
Assigning Work to Shared Queues: Dispatchers can assign work to a shared queue by dragging and
dropping the service order card into the queue.
Withdrawing Service Orders from a Shared Queue: If the service order has not been claimed by an FSR
then the dispatcher can remove the service order from the queue.
Field Service Representative
Field Service staff primarily work within the mCare mobile application, which is available on either IOS,
Android, or Windows mobile. The FSR uses mCare to provide a real time status of the work assigned to
them or available to be worked on. mCare allows FSR’s to prioritize work, receive instructions, and
complete their service orders through a rich user experience. When FSRs open mCare they will be able
to toggle between their pending, accepted and completed service orders and view them on the map.
Service Order Cards: FSRs can view the service order cards in any of the lists and expand the card by
clicking in the white area of the card. The service order contains information including: call code, call type,
type description, scheduling info, priority, number of days from the scheduled date, status of the service
order, address, location alerts, notes from the service order, services/ meter types, and meter number.
Linked Moves: For linked moves the FSRs will see both
the service order cards stacked on top of each other.
Sorting the Pending List of Service Orders: FSRs can
sort the list of pending service orders in ascending or
descending order based on the creation date, street
name, call code, cycle, route, walk, region, scheduled
date or priority code.
Claiming a Service Order from a Shared Queue: FSRs
will only see service orders that they have authority to
work on. Any service order from the shared queue can
be claimed by the FSR and will be added into their
pending folder. They can discard the service order from here and send it back to the shared queue if
necessary.
Accepting a Service Order: FSRs can accept their pending service orders all at once or one by one.
Discarding a Service Order: FSRs can discard any service orders in their pending list and the service order
will be sent back to dispatch or the originating shared queue.
Sorting the Accepted List of Service Orders: FSRs can arrange the order they plan to complete their
accepted service orders in by dragging the cards into the desired order.
Delaying a Service Order: If an FSR cannot complete a service order but would like to work on it the
following day they can delay it and move it back into the pending folder. The service order will not be
assigned to a different FSR.
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Discarding a Service Order: FSRs can discard an accepted service order but will have to add a reason to
the discard note. The service order will go back to the dispatch, with the entered note added to
completion notes within the CIS.
Performing Work: When FSRs open the service order to perform work they will find the steps for the
service order and an indication of which steps are mandatory. FSRs will be able to update location
information including general notes, location keys and location warnings. FSRs will also be able to capture
meter information such as a new meter read, removing, installing or replacing a meter. FSRs can record
installing, replacing or removing a transponder/ ERT, adding or removing a PT/CT and replacing a register.
Editing a Completed Service Order: If a service order has not
been reviewed and accepted in the CIS then the FSR may take it
back to update it.
Creating a New Service Order Based on a Previous Service
Order: FSRs can create a new service order in the field from the
context of another pending, accepted or completed service
order.
Email Notification: When an FSR completes a service order in the field, an email notification will be sent
to the Customer Service Representative that created the service order.
Driving directions: FSRs will be able to click on a link to Google Maps that will provide turn by turn
directions to the assigned address.
View Account History: FSRs will be able to view service order history for an account. The last 12 months
of service orders on the account will be shown.
Security: FSRs can access mCare through the VPN or secure HTTPS protocol. The cached data on the
device is encrypted.
Integrations: Images taken in the field by the FSRs will be sent to eDOCS or FIleNexus.
Back Office Clerk
This office role uses a browser interface to review, manage, and approve service orders that require either
validation or some other intervention before they can be completed. Back office clerks will see any of the
following service orders to be manually approved depending on their permissions:
• Generic
• Moves into vacant
• Final moves
• Disconnects and reconnects
• Activate and deactivate service
Filtering Service Order Approvals: Back office clerks can filter the service orders that need approval by
the type and a notification will display how many of each there are. Service orders can also be filtered by
their completion date range, scheduled date range and service orders that were previously approved but
failed.
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Viewing Photos: Back office clerks can view the photos FSRs have taken and attached to the service order.
Back office clerks can add or remove photos to the service order.
Adjusting Meter Reads: Back office clerks can edit the service order once it is completed and adjust the
meter reading.
Adjusting Meter Installations: Back office clerks can correct meter installations, such as the wrong serial
number entered or if the meter is not in stock.
Sending a Service Order Back for Rework: Back office clerks can send service order back to FSRs for
rework. The back office clerk will need to provide a note explaining the reason for the rework.
Approving a Service Order: Once the back office clerk is done reviewing they can approve the service
order and add any completion notes.
Creating a Report: Back office clerks can create a report through the “Service Orders to Report” page
which allows users to search the mCare archive by date range and/or account and apply additional filters
to the list before exporting. mCare will produce a list of all service orders for a selected date range that
can be filtered by creation date, street name, call code, cycle-route-walk, region, scheduled date and
priority. The report can then be exported to excel for further analysis. The following details are able to be
exported from mCare:
• Order Number
• Call Number
• Field Status
• CIS Status
• Order Type
• Call Code
• Call Type
• Linked To
• Required Date
• Scheduled Date
• Completion User
• Completion Date
• Service Type
• [Active Meter] #
• [Active Meter] Type
• [Active Meter] Type
Group
• Approval User
• Approval Date
• Approval Error
• Caller Name
• Priority
• Short Note
• FSR User
• Dispatch User
• Shared Queue
• Creation Date
• Created By
• Account Number
• Occupant Number
[Inactive Meter] #
• [Inactive Meter]
Type
•
• Keys Required
• Warning Message
• Contact Name
• Customer Name
• Read Comment
• Walk
• Cycle
• Route
• Region
• Street Name
• Street Number
• Unit Number
• Zip Code
• [Inactive Meter] Type Group
• [Inactive Meter] Condition
• [Meter(s)] Action
• Meter Read
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Support Call N/A
Date: April 28, 2020 Support Call: N/A
Customer: City of Santa Monica Department: NS-PS
Attention: Ron Mason Fixed Price: $7,500
Services Description: City of Santa Monica (“Santa Monica”) has requested NorthStar’s assistance
with performing Acceptance Testing of the latest CIS Update.
Scope of Work:
• Conduct User Acceptance testing on behalf of Santa Monica using NorthStar’s standard test
plan.
• Test and provide results for each script executed as part of the test plan.
Assumptions:
• NorthStar Support Services will deploy the latest CIS update to Santa Monica’s NorthStar TEST
environment.
• NorthStar’s standard release test plan will be adjusted to remove those scripts not applicable to
Santa Monica.
• Issues identified during User Acceptance testing will be recorded in TeamSupport and
remediated by NorthStar Support Services.
• NorthStar User Acceptance testing will not include any third party integrations not accessible by
NorthStar.
• Upon completion of User Acceptance testing Santa Monica will be responsible for final System
Acceptance testing; which will include Santa Monica specific modifications and third party
integrations.
• Upon completion of System Acceptance testing Santa Monica will provide Acceptance sign off
prior to promoting the latest CIS to production.
• All project activities to be performed remotely, unless otherwise requested.
• Santa Monica will provide the appropriate remote access to its network, facilities, and systems
as may be required to perform activities from one of NorthStar’s locations. NorthStar shall abide
by all rules and directions of Santa Monica when accessing Santa Monica’s network, facilities or
systems.
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Support Call N/A
Approach:
NorthStar strives to commence all work within 90 days of contract award. However, client demands and
critical path resourcing can, at times, result in additional delays to project starts. Please speak to your
account manager to obtain the current anticipated project start date.
Should additional time be required to complete this project at any time, you will be notified and asked
for your approval in advance of NorthStar completing the incremental work.
Acceptance Terms:
The work contained within this document is deemed completed and accepted upon provision of
NorthStar test results for each applicable bill code provided by the Customer.
Note: Any items requiring support following acceptance of this work should be logged through the
Support Desk.
Price:
This is a fixed price quote based on the scope described above. An additional amount equal of 5% of the
total fees billed have been included in the fee charged to cover technology, communication and
administrative costs. If there are material changes to the scope or our understanding of the scope, the
price is subject to change.
Any additional scope will be charged at NorthStar’s standard rate of $220/hr.
Price excludes any applicable taxes.
Quote is valid for 60 days from date of delivery. After 60 days the quote will be considered expired and
would need to be reassessed and re-quoted if still required.
Payment Terms:
This quotation will require a 50% deposit on signing, before any work will begin.
• 50% is due upon delivery of User Acceptance testing results.
Invoices are payable upon receipt.
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Support Call N/A
Termination:
Unless NorthStar and/or Santa Monica exercises its right to terminate this quote due to material breach
or default, NorthStar must provide, and Santa Monica must purchase, Services from NorthStar for the
items defined within this quote.
If Santa Monica and/or NorthStar exercises its right to terminate this quote due to material breach or
default, or Santa Monica and/or NorthStar terminates this quote without cause,
Santa Monica’s obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Return the Software to NorthStar and certify, under the hand of a duly authorized officer of
the Organization, that all copies of the Software or any part thereof, in any form, within the
possession or control of the Organization have been returned to NorthStar. (if applicable)
3. Complete payment for services performed and expenses incurred prior to
termination including:
a. Any amounts previously invoiced but unpaid;
b. Fees for services performed through the termination date which has not been
invoiced; and
c. Any approved Travel and Living costs.
NorthStar’s obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Refund to Santa Monica any fees that have not been earned under this quote through the
termination date.
Under no circumstances shall NorthStar be liable for any special, indirect, consequential, punitive or
incidental damages of any kind and shall not be liable for loss of profits, works stoppage, system failure
or malfunction, loss of data or any other damages or losses in connection with this statement of work,
even if NorthStar has been advised of the possibility of such damages. In any event, NorthStar shall not
be liable to pay any amount, in the aggregate, that is greater than the fees received by NorthStar under
this statement of work.
Acceptance:
A signature below will serve as authorization to proceed with this quotation. Please sign and return this
document by email to Pav Sekhon at PSekhon@harriscomputer.com.
□ Approval to Proceed
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Support Call N/A
Date: April 28, 2020 Support Call: N/A
Customer: City of Santa Monica Department: NS-PS
Attention: Ron Mason Fixed Price: $33,495
*Services work will be drawn down against Santa Monica prepaid hours as incurred. Price does not
include travel for any onsite activities which will be billed as incurred. The 5% fee for
telecommunication, administration and communications has been included in the fixed price amount.
Services Description: City of Santa Monica (“Santa Monica”) is requesting a bucket of 145 prepaid
service hours at a rate of $220 per hour to be used towards NorthStar services as requested.
Scope of Work:
• To be determined. A formal statement of work will be prepared for each services request
outlining the particulars of the deliverable and estimated effort to complete.
Assumptions:
• Santa Monica to advise NorthStar at the time of any quote request that the effort should be
drawn down from the prepaid hours balance.
• Prepaid hours must be used within 12 months of contract signing. If they are not fully
recognized at the end of the 12 months any unused hours will expire and will not be eligible for
refund.
Approach:
The hours will be made available for use upon signing.
For any new work associated with the prepaid hours note that NorthStar strives to commence all work
within 90 days of contract award. However, client demands and critical path resourcing can, at times,
result in additional delays to project starts. Please speak to your account manager to obtain the current
anticipated project start date.
Should additional time be required to complete this project at any time, you will be notified and asked
for your approval in advance of NorthStar completing the incremental work.
Once the custom modification is ready for testing, you will be contacted by the NorthStar Consultant
assigned to your project to walk you through the steps required for testing.
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Support Call N/A
Acceptance Terms:
The work contained within this document is deemed completed as hours are consumed.
Price:
This is a fixed price quote based on the scope described above. An additional amount equal of 5% of the
total fees billed have been included in the fee charged to cover technology, communication and
administrative costs. If there are material changes to the scope or our understanding of the scope, the
price is subject to change.
Price excludes any applicable taxes.
Quote is valid for 60 days from date of delivery. After 60 days the quote will be considered expired and
would need to be reassessed and re-quoted if still required.
Payment Terms:
• 100% due on signing
Invoices are payable upon receipt.
Termination:
Unless NorthStar and/or Santa Monica exercises its right to terminate this quote due to material breach
or default, NorthStar must provide, and Santa Monica must purchase, services from NorthStar for the
items defined within this quote.
If Santa Monica and/or NorthStar exercises its right to terminate this quote due to material breach or
default, or Santa Monica and/or NorthStar terminates this quote without cause,
Santa Monica’s obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Return the Software to NorthStar and certify, under the hand of a duly authorized officer of
the Organization, that all copies of the software or any part thereof, in any form, within the
possession or control of the Organization have been returned to NorthStar (if applicable).
3. Complete payment for services performed and expenses incurred prior to
termination including:
a. Any amounts previously invoiced but unpaid;
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Date: April 28, 2020 Support Call: N/A
Customer: City of Santa Monica Department: NS-PS
Attention: Ron Mason Fixed Price: $20,325*
*This price does not include travel time & expenses which will be billed as incurred.
Services Description: City of Santa Monica (“Santa Monica”) has requested a Utilization Review of the
NorthStar CIS. The objective of the Utilization Review is to assess the Utility’s current business
processes, custom modifications and interfaces developed for the Utility, and identify areas where
process change, reporting, automation, new add-ons or integrations could be implemented to
maximize both software and resource utilization. This session will involve power users and/or
managers working through the identified processes and documenting opportunities for improvement.
Scope of Work:
• 5 days onsite Utilization Review with the NorthStar Business Consultant
o During the onsite review the NorthStar Business Consultant will work with Subject
Matter Experts (SME) from each functional area reviewing current resourcing ,
responsibilities and business processes. Each will be documented and discussed in
detail to allow for further evaluation and efficiency improvement recommendation.
Efficiency recommendations may come in the form of process improvement,
automation, configuration, report development, integration or modification
development or task reallocation between functional area.
• Create Utilization Review Document detailing recommended process improvements and
potential automation opportunities
o The Utilization Review Document details the information gathered during the onsite
review. Recommendations are fully documented under each functional area, and an
Executive Summary is provided which serves to identify the items which will have the
greatest value for the Utility.
• Utilization Review Follow Up Call to discuss detailed recommendations
o Upon review of the delivered Utilization Review Document, the NorthStar Business
Consultant will conduct a follow up call to discuss the document and the recommended
changes. The Consultant will assist in determining what changes the Utility will
implement and discuss timelines around such implementation. NorthStar will provide
estimates for providing subsequent training, additional automation programming,
modification and integration development, report development and configuration
assistance, where applicable
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Approach:
NorthStar strives to commence all work within 90 days of contract award. However, client demands and
critical path resourcing can, at times, result in additional delays to project starts. Please speak to your
account manager to obtain the current anticipated project start date.
Should additional time be required to complete this project at any time, you will be notified and asked for
your approval in advance of NorthStar completing the incremental work.
Assumptions:
• Santa Monica to ensure the appropriate staff is available to work with NorthStar resources while
onsite. It is expected that the individuals identified will have experience in the day-to-day
operations and will work closely with the consultants to resolve issues, requests or questions as
required.
• Quote is based on a standard 8 hour work day. If there are any changes to the hours required,
scope or our understanding of the scope, the price is subject to change.
• Recommended business process changes will not be implemented as part of this statement of
work. Should Santa Monica choose to move forward with implementing any of the
recommendations a change order will be issued to assess the increase in effort, scope and
schedule impact.
• The Consultant will work on Santa Monica premises and will have ready access to appropriate
personnel in the user departments and to the technical documentation associated with the
systems.
Acceptance Terms:
The work contained within this document is deemed completed and accepted once onsite activity is
completed and the Utilzation Review document has been received by the Santa Monica.
Note: Any items requiring support following acceptance of this work should be logged through the
Support Desk.
Price:
This is a fixed price quote of $20,325 USD based on the scope described above. An additional amount
equal of 5% of the total fees billed have been included in the fee charged to cover technology,
communication and administrative costs. If there are material changes to the scope or our
understanding of the scope, the price is subject to change.
Any additional scope will be charged at the standard NorthStar hourly rate.
Price excludes any applicable taxes.
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Quote is valid for 60 days from date of delivery. After 60 days the quote will be considered expired and
would need to be reassessed and re-quoted if still required.
*In addition to the fees outlined above the Santa Monica will be billed for all reasonable expenses.
Direct costs, including but not limited to travel, meals and accommodation, will be charged as incurred.
Travel time will be billed at $75.00 per hour.
Payment Terms:
This quotation will require a 50% deposit on signing, before any work will begin. Payment milestones to
be invoiced as follows:
• 50% on contract signature
• 35% on delivery of on site Utilization Review
• 15% on delivery of Utilization Review Document
Invoices are payable upon receipt.
Termination:
Unless NorthStar and/or the Santa Monica exercises its right to terminate this quote due to material
breach or default, NorthStar must provide, and Santa Monica must purchase, services from NorthStar
for the items defined within this quote.
If Santa Monica and/or NorthStar exercises its right to terminate this quote due to material breach or
default, or Santa Monica /or NorthStar terminates this quote without cause,
Santa Monica’s obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Return the Software to NorthStar and certify, under the hand of a duly authorized officer of
the Organization, that all copies of the Software or any part thereof, in any form, within the
possession or control of the Organization have been returned to NorthStar. (if applicable)
3. Complete payment for services performed and expenses incurred prior to
termination including:
a. Any amounts previously invoiced but unpaid;
b. Fees for services performed through the termination date which has not been
invoiced; and
c. Any approved Travel and Living costs.
NorthStar’s obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
Under no circumstances shall NorthStar be liable for any special, indirect, consequential, punitive or
incidental damages of any kind and shall not be liable for loss of profits, works stoppage, system failure
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2017 2018 2019 2020 2021
Maintenance and Support
Northstar 6.4 Supporn incl. (NS 6.4 eCARe, eDOCs, EIS) 26,914.00$ 28,259.70$ 29,672.69$ 31,156.32$ 32,714.14$
Escrow Annaul Fee 1,753.00$ 1,840.65$ 1,932.68$ 2,029.32$ 2,130.78$
mCare Support 7,154.00$ 7,511.70$ 7,887.29$ 8,281.65$ 8,695.73$
Water Conservation Support 2,870.00$ 3,013.50$ 3,164.18$ 3,322.38$ 3,488.50$
Site License 2,553.00$ 2,680.65$ 2,814.68$ 2,955.42$ 3,103.19$
Tansfirst 2,259.00$ 2,371.95$ 2,490.55$ 2,615.07$ 2,745.83$
CustomerConnect ‐$ 1,500.00$ 1,575.00$ 1,653.75$ 1,736.44$
Subtotal 43,503.00$ 47,178.15$ 49,537.07$ 52,013.91$ 54,614.61$
Minus Budget Savings (0.80)$ (2,370.88)$ (2,937.50)$ ‐$ ‐$
Subtotal 43,502.20$ 44,807.27$ 46,599.57$ 52,013.91$ 54,614.61$
Total Maintenance and Support 241,537.56$
mCare 6 30,000.00$
Server Migration 35,000.00$
NorthStar Upgrade to Latest Version 8,500.00$
Utilization Review 25,000.00$
Pre‐Paid Hours 33,495.00$
CustomerCare 6 (CC6) 38,750.00$
CC Maintenance 15,000.00$
Misceallenous 5,879.44$
Total 433,162.00$
Exhibit B-3
Budget
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