Addendum 1 Customer Information System (CIS) and Related Services April 1, 2016

Transcription

1 Addendum 1 Customer Information System (CIS) and Related Services April 1, 2016 BID DATE: Tuesday, April 19, 2016 at 10:00 AM EDT (as originally advertised) TO ALL BIDDERS: Below are changes and or clarifications to the bid documents for this project. This Addendum forms a part of the original RFP and modifies the original bidding documents as noted below. REVISIONS: Attachment A: Certificate of Insurance is no longer required. QUESTIONS RECEIVED: 1. How many customer water accounts (# of connections) do you service? A 24,225 active water accounts 2. How many garbage/refuse accounts do you service? A 11,531 garbage accounts 3. On the Appendix A CIS RFP Checklist and Price Proposal Excel document, tabs B and D response dropdown lists are missing. Are you able to provide another copy of the spreadsheet with the dropdown menu options available or alternatively, supply the options you are looking for under the response column? A - We have resolved the missing drop-down list and provided an updated Appendix A 4. Firstly, is it possible to get the main RFP document (Customer Information System and Related Services-Utilities 2016.pdf) in Word format to facilitate the completion of the required forms (e.g. Execution of Proposal, Exhibit A, etc.)? A - We have made Form 1, Exhibit A, Income Tax Form and Non-Collusion Affidavit individual pdf documents. We will post them on the City s web page. 5. Tab B Cisco Call Center Software. Is it TAPI? Or SIP?

2 A - Cisco UCCX using JTAPI. On this topic as well we are using the full Cisco CAD client and not Finesse at this time. 6. Tab B ARC GIS Server or Desktop? A - We are running ArcGIS Server. The Current CityWorks Server implementation consumes published map services from our local ArcGIS Server. We have not deployed ArcGIS online presence at this time. 7. Tab B - 6.3: What call recording software do you use? A - The call recording solution that we use at City of Lima was listed in the Telephone Network information in the RFP. "Cisco Quality Management 10.5", part of Cisco Unified Workforce Optimization product. All calls for all lines inbound and outbound from UCS are recorded start to finish using the Built-In Bridge capabilities of the CUCM and the 7945G IP phones. 8. Tab C ALL history to be converted?? How many years is that? A At least 7 years of history. Provide cost for converting any additional history What payment remittance software are you using? A The City currently uses inovah cashiering system for payment processing. 10. What devices do they currently use out in the field? Are they using CityWorks in its mobile environment? A There are currently laptop deployed in vehicles to manage CityWorks work orders. 11. You are using a third party printer but also are asking for CASS certification. Just wanted to confirm this was correct. A Ignore questions regarding CASS certification. They are no longer applicable. 12. Seems as if you are most interested in an on-premise solution, although some items do indicated perhaps a hosted solution? Would you want information on a hosted solution also? A As stipulated in Attachment J, provide any additional information on solutions you may have.

3 13. Would you be interested in a true Utility Billing centric customer web portal or will you continue to use Paymentus? 14. Would you be willing to look at other IVR solutions that may be more robust than your current solution? 15. I see you have 90k customers. How many active accounts do you have? 30k? A 27,638 active accounts 16. You have 13 full-time employees, so just to confirm you have 13 concurrent uses of CIS? A Cost for 20 concurrent users 17. Your current vendor is SSI with egov. Why are you looking at moving from this software? Is it no longer supported; or have you outgrown it in size; looking for more automation? Etc. A The City has outgrown the size and is looking for more advanced technology. 18. How long has the City of Lima been using the Innoprise Financial System? Are there any future plans to upgrade or replace this technology? A The City has been using the Innoprise Financial System nearly 3 years. There is no plan to replace this system. 19. How long has the City of Lima been using the CityWorks Asset Management and Work Orders System? Are there any future plans to upgrade or replace this technology? A The City has been using the CityWorks system for 5 years. There is no plan to replace this system.

4 20. How long has the City of Lima been using the ContentVerse document management system? Are there any future plans to upgrade or replace this technology? A The City has been using the ContentVerse system about a year. There is no plan to replace this system. 21. As the City rethinks its approach to utility billing/payment/collection and account management services, would you be receptive to an integrated Enterprise Solution (ERP) from a single provider vs. relying on third party system integrations? 22. What resources will City have to work on this project and percentage of time available for each of the following areas? a. Project management b. Requirements Validation c. Data Validation d. User Acceptance Testing e. Parallel bill testing f. Forms design and sign off g. Customer portal branding/design and sign off h. Participate in weekly project status meetings/calls A The City is working with an outside consulting team that will provide assistance in support of the implementation. They will be available 100% of the time. 23. What is the required time-line (expected duration) of the project from Project kick-off to Go-Live? A The City is requesting you provide us the project timeline based on your expertise of implementing municipalities for our size. 24. What is the total number or premises, connections and services managed? Your RFP indicated 90,000 people. Please clarify the total number of accounts that are billed on a regular basis. A 27,638 active accounts

5 25. Does the current billing system interface with the Phone System? A There are certain elements of the phone system that are utilizing the data provided in the utility billing system. This is provided by shared files. There is no direct interface to the billing system. 26. Can the City version of phone system be interface with a Web-based application or client-based only? A The Cisco UCCx Web Services Guide has been provided in Appendix J. 27. What interfaces will be required in addition to those listed below? a. Banking- ACH b. Banking lockbox c. Credit Card Payments d. Meter Reading e. Third party collection agencies f. Financial Accounting System to what extent and frequency (real-time or batch) A All required interfaces have been specified in the RFP. The financial accounting system updates will be required as specified in Appendix C. 28. We may not have answers to questions related to competitive information and the utility billing market space. Does not having this market intelligence reflect negative on our ability to provide a Utility Billing solution? A All information will be evaluated in total and an assessment will be made as what is the best solution for the City. 29. Many questions refer to your company. In some cases our answer will be based on an integrated 3rd party solution or service. Are response inclusive of the 3rd party acceptable? A Yes. Please specify the 3 rd Party being utilized. All other terms & conditions remain unchanged.