APPENDIX E - SUBMISSION #4

Transcription

1 APPENDIX E - SUBMISSION #4 Contractor Name TOTAL COMPUTER SOFTWARE TOTAL COMPUTER GROUP Total Enforcement NYS Net Pricing - 9/22/10 5% discount 5% discount 10% discount 15% discount 20% discount 25% discount 35% discount SOFTWARE DESCRIPTION Server Total Enforcement Complete Records Management System The Total Enforcement Records Management System is a law enforcement software application that automates the entry of incidentbased information, generates high-quality reports (historical, tracking and statistical) and allows for he sharing of critical data across multiple agencies and geographies. It is a complete and comprehensive records management system. Users only have to enter information once from any field location or precinct, and make it instantly available in a shared data base. Includes NYSIBR, RICI Interface, Pin Mapping. $1,875 $1,781 $1,692 $1,523 $1,295 $1,036 $777 $505 INCLUDED Total Enforcement Computer Aided Dispatch Standard Edition The Total Enforcement Computer Aided Dispatch (CAD) System will allow emergency operations and communica ions to be fully automated. The CAD Module will systematically control the receipt of phone calls and recording of incident data and enable computer controlled emergency vehicle dispatching. The CAD Module will allow users to view, in real time, unit status and event status monitors. $6,400/Seat (seat defined as a physical location occupied by one licensed user at a time) Total Enforcement Computer Aided Dispatch Enterprise Edition Total Enforcement s Enterprise Level CAD software supports emergency operations communications while systematically controlling the receipt of phone calls and enables computer-controlled emergency vehicle dispatching. The application allows communications to be fully automated by providing integration with E911 ANI/ALI controller providing automatic creation of an Event from incoming 911calls or by call takers. Users can view unit status and event status monitors in real time Multiple CAD Unit monitors hat can be customized and displayed by any use. Unit monitor filters that provide instant search results. Call takers can dispatch one or more pre-defined Recommend Suggested Units based on Event Types, Coverage Areas and Jurisdictional boundaries for First Responders. Call takers can assign optional units using drag and drop function or by typing in a Command Line Entry. Self initiated Unit imers can be defined by call takers and dispatchers. The application supports visual and audible notification of location alerts, timer threshold expiration and specific Event procedures.a complete audit trail of all CAD activities, including the time. Customized Unit Statuses and Unit Timers. (Cloud ready, operates in a hosted environment in multiple locations.) $41,600/Seat (seat defined as a physical location occupied by one licensed user at a time) Total Enforcement Alarm Module The Alarms Module tracks and prepares alarm calls. It also generates warnings, billing information, statistics, and address valida ion, etc. It is used by the municipality to extract data from the police database. This module is included in the full Records Management System or can be purchased as a standalone module for the city, town, county or village fo billing of false alarms. Sold as a separate license for additional users not needing full Records Management System functionality. $1,500 $1,425 $1,354 $1,218 $1,036 $828 $621 $404 Total Enforcement Orders of Protection Module and Warrants Module The Order of Protection Module allows authorized users to enter local orders of protec ion for their jurisdiction. The Warrants Module stores all warrant related information. The module generates form letters. Court Personnel who have permission and access to the Records Managment System are able to issue the warrants and orders of protection in realtime. This module is included in the full Records Management System or can be purchased as a standalone module. Usually purchased as additional license for Courts. $1,500 $1,425 $1,354 $1,218 $1,036 $828 $621 $404 Rev. 09/22/10 Page 1

2 APPENDIX E SUBMISSION #4 MAINTENANCE & SUPPORT System Maintenance At Total, we use a comprehensive service management solution which enables us as a professional service organization to effectively manage and deliver promised services thus improving customer satisfaction. Today s environment is competitive and customers are demanding better service and shorter response times. Our system enables our organization to monitor and improve customer satisfaction. Our system allows our service organizations to share knowledge and best practice throughout the organization. We are able to improve operational efficiencies and gain insight into key management metrics. We have access to the information needed to increase productivity. We have service effectiveness by offering services on the Internet through our client portal. The client portal is a web based application used by our clients to enter technical issues/problems (called as service requests (SR)) encountered by them. This is beneficial to the clients in that it provides them with a central location for all their service requests and resolutions. When they enter new SRs, they can assign resources, assign a priority level, and follow through the life cycle of the SR. Our Customer Service Portal allows our clients to enter service requests on a 24x7 basis. Our system provides the following: History of service activity Service request tracking Call origin tracking Searchable knowledge base

3 APPENDIX E SUBMISSION #4 MAINTENANCE & SUPPORT Client Web portal for entering and tracking service requests Escalation procedures Automated notification parameters for work flow. Our 7x24 Support will provide your organization with 24 hour, 7 days a week coverage. Expected response time is 4 hours. This will minimize your down time, helping to keep your company productive. Client is instructed to call our SUPPORT DESK ( or x2512) to place service calls during our regular business hours of Mon-Fri, 8:30am to 6:00 pm, excluding holidays. 7x24 support is limited to CRITICAL problems that affect all users on the network, i.e. All or Many workstations are unable to connect to Total Enforcement and login. 7x24 support is not available for NON-CRITICAL problems and should be report during normal business hours. i.e. Total Enforcement seems slow. Certain workstations are unable to connect to Total Enforcement. INSTRUCTIONS FOR AN AFTER BUSINESS HOURS SERVICE CALL: Please call listen to the message. Leave your name, telephone number, and a brief message. Hang up. Our telephone system will contact an engineer, who will retrieve the message and return your call. If you are not contacted within 15 minutes, please leave another message. Each message left will prompt the telephone system to contact the engineer and retry 1000 times until the message is retrieved. SERVICE REQUEST ESCALATION WORK FLOW: New service requests can come in via web, or phone. New client Service Request (SR) SR entered into ConnectWise software as New service request. is automatically sent to service team leaders. Service coordination staff review call and assign to first level technical support.

4 APPENDIX E SUBMISSION #4 MAINTENANCE & SUPPORT Priority urgency level is selected if applicable. If urgent priority status, system will auto track and status. Technician provides technical assistance and resolves issue, or escalates. Resolves Issue: SR is updated with detailed information and marked as complete. Service coordination staff reviews completed call and marks as closed. Transaction is Complete. Escalated: Escalated to Second Level technical support. automatically sent to team leaders. Second Level Technical Support automatically sent to team leaders. Technician provides technical assistance and resolves issue, or escalates. Resolves Issue: SR is updated with detailed information and marked as complete. Service coordination staff reviews completed call and marks as closed. Transaction is Complete. Escalated: Escalated to Third Level technical support. automatically sent to team leaders. Third Level Technical Support automatically sent to team leaders. If required manufacturer technical support is contacted. Technician provides technical assistance and resolves issue. SR is updated with detailed information and marked as complete. Service coordination staff reviews completed call and marks as closed. Transaction is complete. Maintenance is included in the purchase price for the first year. Additional maintenance is 20% of yearly net cost each year of contract as reflected on our price list.

5 APPENDIX E SUBMISSION #5 CONSULTING & TRAINING Total Computer Software provides subject matter experts who design, develop and deliver effective training to support its Total Enforcement Records Management System application. Our training team consists of trainers who are experienced in Public Safety/Law Enforcement and Software Development Quality Assurance. During our project planning phase Total works closely with the client to identify what is to be trained and who is to be trained to develop a comprehensive detailed training plan. This includes the need for training and the specific job to be trained, The tasks required to perform the job being trained, The objectives and supporting knowledge, skills, abilities, for each job task, Where and when the training will take place. The outcome of this assessment will help TCG to provide the user with detailed training agendas and a list of required attendees whether we are engaging in a train the trainer approach or training for each user. Prior to production implementation our user training is divided into three sessions for each group that is scheduled to attend. During these sessions our trainers demonstrate the different features and functions of each module that is specific to the group that is attending. During training sessions attendees are encouraged to use laptops for a hand on approach to gain a better understanding of how to effectively use the RMS software. TCG provides additional training support at the user site during the first week after releasing the application into production The users have the option of having the trainer assist with real time activity or switching to a separate training database which is a copy their actual data. Training is included in the price of Total Enforcement. The training accommodates 10% of the total licensed users and takes place over the course of three days. The schedule for the three days is outlined on the following pages. Additional training is available at the rate listed on the price list. Below are the Professional Consulting Services offered and their descriptions by job classification. The minimum discount offered on our Professional Consulting Services is 20%. Project Managers Project Manager I - Minimum of 2 years experience in overseeing small scaled, non-

6 APPENDIX E SUBMISSION #5 CONSULTING & TRAINING complex projects, comprised of a small number of deliverables and/or a small number of phases; typically coordinates and delegates the assignments for the consultant project staff numbering up to 10. Focal point of contact for Issuing Entity regarding project status, meetings, reporting requirements, scope changes/extensions, and issues and concerns raised by consultant staff or Issuing Entity. Project Manager II - Minimum 4 years experience in overseeing medium scaled projects comprised of sub-projects and distinct deliverables; typically coordinates and delegates the assignments for the consultant project staff numbering over 10. Focal point of contact for Issuing Entity regarding project status, meetings, reporting requirements; scope changes/extensions, and financial, administrative, and technical issues and concerns raised by consultant staff or Issuing Entity. Project Manager III - Minimum 8 years experience in overseeing medium to large scaled projects comprised of sub-projects and distinct deliverables; typically coordinates and delegates the assignments for the consultant project staff numbering over 20. Focal point of contact for Issuing Entity regarding project status, meetings, reporting requirements, scope changes/extensions, and financial, administrative, and technical issues and concerns raised by consultant staff or Issuing Entity. Programmer/Analysts Programmer/Analyst I - Minimum of 2 years experience with writing application software, data analysis, data access, data structures, data manipulation, databases, design, programming, testing and implementation, technical and user documentation, software conversions; environments include but are not limited to mainframe, mid range, personal computers, laptops. Programmer/Analyst II - Minimum of 4 years experience with writing application software, data analysis, data access, data structures, data manipulation, databases, programming, testing and implementation, technical and user documentation, software conversions; environments include but are not limited to mainframe, mid range, personal computers, laptop; available to assist and/or lead in the design of program specifications and the implementation of software solutions. Programmer/Analyst III - Minimum of 8 years experience with writing application software, data analysis, data access, data structures, data manipulation, databases, programming, testing and implementation, technical and user documentation, software conversions; environments include but are not limited to mainframe, mid range, personal computers, laptop; available to assist and/or lead in the design of program specifications and the implementation of software solutions.

7 APPENDIX E SUBMISSION #5 CONSULTING & TRAINING Specialists Specialist I - Minimum of 2 years experience in a particular technical and/or business application which is beyond the requirements addressed in the Programmer/Analyst I Job Classification/Title as defined in a Project Definition/Specifications. Examples include but are not limited to: Certified Network Engineer (CNE) Lotus Notes Certified Application Developer Microsoft Certified Systems Engineer (MCSE) PC Computer Designer Web Master Specialist II - Minimum of 4 years experience in a particular technical and/or business application which is beyond the requirements addressed in the Programmer/Analyst II Job Classification/Title as defined in a Project Definition/Specifications. See Specialist I list for examples. Specialist III - Minimum of 8 years experience in a particular technical and/or business application which is beyond the requirements addressed in the Programmer/Analyst III Job Classification/Title as defined in a Project Definition/Specifications. See Specialist I list for examples.