Exhibit A - Scope of Services AMI Implementation Project Management Services

Transcription

1 Exhibit A - Scope of Services AMI Implementation Project Management Services Deliver to: City of Santa Rosa 90 Santa Rosa Avenue Santa Rosa, CA Attn: Kimberly Zunino City of Santa Rosa June 2, 2016 Page 1

2 Table of Contents Purpose... 3 Assumptions... 3 Task 1 Proof of Concept (POC) Project Management... 3 Task 1.1 Project Charter... 3 Task Onsite Project Kickoff... 4 Task Project Execution Plan... 4 Task 1.4 Deploy Alpha POC... 4 Task 1.5 Deploy Beta POC... 5 Task 1.6 Oversee and Support User Training... 6 Task 2 Systems Integration... 7 Task 2.1 Systems Integration Workshop... 7 Task 2.2 Oversee Systems Integration... 7 Task 2.3 Oversee and Support Customer Web Portal Deployment... 7 Task 3 Business Process Re-Engineering (BPR)... 8 Task 3.1 Current State... 8 Task 3.2 Proposed Future State... 8 Task As-Built Future State... 9 Task 4 Implementation Planning and Documentation Task 4.1 Integrated POC Implementation Plan Task 4.2 Integrated Training Plan Task 4.3 Integrated Test Plan Task 4.4 Field Deployment Plan Task 5 Public Awareness and Communications Campaign (PAC) Task 5.1 Campaign Design Task 5.2 Organizational Awareness Task 5.3 Customer Communications Task 6 Full Deployment Project Management Task 6.1 Oversee and Support Full Deployment City of Santa Rosa June 2, 2016 Page 2

3 Exhibit A Scope of Services Purpose This Statement of Work (SOW) is to document the services UtiliWorks Consulting, LLC. ( UWC or UtiliWorks ) will provide the City of Santa Rosa ( City or Santa Rosa ) for implementation activities associated with the Advanced Metering Infrastructure (AMI) and Meter Data Management (MDM) project. The tasks are rolled up to the following six (6) categories: 1. Proof of Concept (POC) Project Management 2. Systems Integration 3. Business Process Re-Engineering 4. Implementation Planning and Documentation 5. Public Awareness and Communications 6. Full Deployment Project Management Assumptions Santa Rosa will assign a Project Manager to participate in regularly scheduled status calls with the UWC Project Manager to review open issues and remove barriers to progress Work will be performed by UWC resources either on-site or off-site in the completion of task order deliverables Santa Rosa will designate the necessary Subject Matter Experts across the organization that will be dedicated to the Project effort Santa Rosa will have a dedicated Systems Integrator that will be responsible for the overall design, development, documentation, testing and deployment of each respective interface Task 1 Proof of Concept (POC) Project Management UWC will provide project management oversight to the City to support the AMI POC Project deployment. Project Management activities will include: maintaining the overall project schedule; work with all project participants to monitor progress and adjust the work plan as needed to stay on schedule; facilitate regular project progress and other meetings; create project status reports as required with input from Santa Rosa; identify, report, and track project issues and risks; and, track project budgets. UWC will also work closely with Santa Rosa to ensure the scope of work for each contractor is monitored. Specific tasks associated with this umbrella task are outlined below. Task 1.1 Project Charter Prior to project kickoff, UWC will work with the City to compile the internal project team organization structure, identify members of the Steering Committee, Change Management Committee, and Core Project Team. UWC will work with the City to ratify the project charter that will provide project governance and communicate the high level project implementation approach and the responsibilities of all project stakeholders. City of Santa Rosa June 2, 2016 Page 3

4 Task Onsite Project Kickoff UtiliWorks will hold an on-site kickoff meeting with stakeholders and Core Project Team members to review the project scope, timeline, communications plan and housekeeping items. Additionally, we will discuss the roles and responsibilities of the Steering Committee. UWC will also participate in the formal project kickoff meeting with all project vendors/participants. Task Project Execution Plan UWC will work with Santa Rosa to develop a Master Project Execution Plan (PEP). The purpose of the PEP is to provide a set of guiding principles regarding philosophy, judgments and actions to be taken over the course of the project. The PEP will contain performance metrics and benefits verification parameters along with clear project phasing. An integrated, milestone driven Microsoft project plan will be developed to include work by all vendors for both the POC and Full Deployment phases. The PEP will also contain descriptions of the methods used for project controls related to: Cost and Budget Controls, Quality Control, Risk/Issue/Change Management, and Communications. The PEP will utilize the very latest information on project costs and schedule and will provide Santa Rosa with an estimated invoicing forecast over the full duration of the project. Upon City approval, the PEP will be shared with the selected vendor(s) for input/feedback and to establish continuity among all project participants. Task 1.4 Deploy Alpha POC The intent of the Alpha phase is to equip a select/limited number and type of meters with the necessary communication devices, deploy all application hardware and software, deploy a single AMI collector, and develop all of the necessary interfaces so to test system functionality and connectivity from meter read to customer bill. UWC tasks underlying the Alpha POC phase are outlined below. 1.4a Oversee/Support Alpha POC Deployment UWC will work with the Core Project team member and the AMI and MDMS Vendors to oversee the implementation of the Alpha phase. Tasks to include: Coordinate with the City and the Vendor(s) to identify and setup the Alpha POC test environment Coordinate acquisition of the computer hardware and related peripheral devices for setup of the AMI and MDM application platforms Coordinate the AMI and MDM software installation and configuration Coordinate with the City and hosting Vendor(s) to set up the secure communications with the respective data center(s) Coordinate the identification, design, development, testing, and deployment of each respective system integration Coordinate the acquisition of equipment Coordinate the deployment of the AMI backhaul infrastructure Assist in tracking and troubleshooting A quality gate will be defined with Santa Rosa outlining the objective user acceptance criteria to signify the completion and acceptance of the Alpha phase. City of Santa Rosa June 2, 2016 Page 4

5 1.4b Oversee/Support Alpha POC Testing UWC will oversee and support the Alpha POC testing including vendor system testing and overall systems integration testing. Specifically, UWC will: Review each Vendor test plan as it relates to the Alpha phase Review each Vendor test scripts that will be performed during the Alpha phase Work with Santa Rosa Core Team to develop the Alpha phase end-to-end test scenarios Coordinate scheduling and execution of the Alpha testing by all Vendors and the City Establish a defect tracking system, monitor defects/problems reported by the test team, facilitate assignment of problems for resolution, and ensure retest by the test team Task 1.5 Deploy Beta POC With the foundation set and adequately tested during the Alpha Phase, the team will move on to the Beta phase. UWC will work with the Core Team, the AMI and MDMS Vendors, the Installation Contractor and the designated Systems Integrator to execute the Beta Phase. UWC tasks underlying the Beta POC phase are outlined below. 1.5a Oversee/Support Beta POC Deployment UWC will work with the Core Project team member and the AMI and MDMS Vendors to oversee the implementation of the Alpha phase. Tasks to include: Tasks to include: Finalize the Beta POC deployment area Support the development of the Mass Meter Change Out Plan Support the development of the field install and data Quality Assurance Plan Assist in tracking and troubleshooting Santa Rosa should be in the process of mapping the new business processes that will be adopted at the end of the Beta phase. Changes to the core business processes are tested during the Beta phase with the goal that these processes be completely debugged and usable before the production stage of deployment begins. This is to ensure that users are provided enough time to become familiar and proficient with the new business processes prior to full deployment. During the Beta phase, additional functionality is added and tested in manageable stages as training is provided to the user community. A quality gate will be defined with Santa Rosa outlining the objective user acceptance criteria to signify the completion and acceptance of the Beta phase. 1.5b Oversee/Support Beta POC Testing UWC will oversee and support the Beta POC testing including vendor system testing and overall systems integration testing. Specifically, UWC will: Review each Vendor test plan as it relates to the Beta phase Review each Vendor test scripts that will be performed during the Beta phase Work with Core Team to develop the Beta phase business process and end-to-end test scenarios City of Santa Rosa June 2, 2016 Page 5

6 Coordinate scheduling and execution of the Beta testing by all Vendors and the Core Team Monitor defects/problems reported by the test team, facilitate assignment of problems for resolution, and ensure retest by the test team Task 1.6 Oversee and Support User Training Effective and timely training for Santa Rosa personnel is critical to success of the project. UWC will coordinate the timing and delivery of on-site Vendor training during the POC and coordinate with Santa Rosa regarding the availability, suitability and readiness of a training environment. Some level of vendor overview training will occur during the Alpha POC for the core project team members as identified in the vendor contracts with more extensive training to occur during the Beta POC. This will reinforce the team s knowledge and ownership of the newly deployed system. UWC will review each vendor s training plan, course descriptions, course agenda, proposed timing, and proposed participants. City of Santa Rosa June 2, 2016 Page 6

7 Task 2 Systems Integration Task 2.1 Systems Integration Workshop UWC will lead a workshop with Santa Rosa and the designated Vendor personnel to identify and confirm the systems specific integration methodology and ensure alignment between each underlying interface. Assumptions: SME s from both Santa Rosa and each Vendor will participate in the workshop Deliverables: Narrative overview of Workshop outcome, a high level systems integration diagram, and a list of action items to follow Task 2.2 Oversee Systems Integration UWC will coordinate and oversee the systems integration effort that will occur during the POC. The intent is to have the pre-identified systems interfaces designed, developed, tested and automated prior to full deployment start. Specifically, UWC will lead weekly technical review meetings with all designated personnel internal and external to Santa Rosa to monitor progress and identify roadblocks. Assumptions: Participation of all designated SMEs in the weekly meeting Deliverables: Weekly meeting notes and updated interface status matrix Task 2.3 Oversee and Support Customer Web Portal Deployment UtiliWorks will assist Santa Rosa in the planning and deployment of the MDM Customer Portal. Tasks will include: Develop a strategy for rolling out the customer portal to the Santa Rosa customers once the meters and endpoints have been deployed Review the Customer Portal test plan and test scripts from the MDM Vendor to ensure the application will be adequately tested to meet Santa Rosa requirements Coordinate scheduling and execution of the test scripts specified in the test plans Monitor testing and ensure the test results are documented Facilitate customer portal training for Santa Rosa team City of Santa Rosa June 2, 2016 Page 7

8 Task 3 Business Process Re-Engineering (BPR) Our BPR experts conduct a series of workshops with your subject-matter experts (SMEs) and produce comprehensive documentation of the current and future business processes. The BPR effort will run in parallel to the AMI deployment with final future state business processes in place at the end of the POC. Task 3.1 Current State UWC will conduct one (1) onsite workshop (supplemented by webinars as needed) with Santa Rosa Core Team in order to develop and map out the Core Business Process Flows. These efforts may be blended with other business process efforts to be performed by the AMI or MDM vendors. In addition, UWC will survey existing or related business process documentation developed by the City. This effort is a necessary component of a successful AMI project in order to maximize the use and benefits of the AMI and MDM systems. The core business processes that will be detailed are: Single Meter Change-Out Validation, Estimating, Editing (VEE) Billing Customer Inquiry and Response Non Pay Disconnect/Reconnect Move In/Out Additional processes will be added as necessary and identified through the business process flow development. This first pass will focus on the current state of each business process to clearly document how each respective process works today at Santa Rosa. UWC will also leverage information that was gathered during the Assessment and RFP development phases. Assumptions: the City will provide any existing business process flow and identify pertinent team members that are most appropriate to participate in discussion of process change, along with other key personnel for participation in each workshop. Santa Rosa resources will work with UWC to create the core business process flows. Ultimately, Santa Rosa owns these business processes, but it is UWC s responsibility to guide Santa Rosa through this effort and ensure that these deliverables are created in a timely manner consistent with the published PEP. Any process identified in addition to those listed above can be included for an additional fee. Deliverables: Documentation of core business process flows listed above along with current state process flow diagrams Task 3.2 Proposed Future State Pass 2 is the second of three onsite business process workshops that are planned for the development of the Business Process Flow. This second pass will focus on the development of the future state of each business process utilizing the new business applications (MDM system, AMI headend, AMI Infrastructure and AMI Meters) and the interfaces that will be deployed (AMI/MDM and MDM/CIS). The following business processes are included: Single Meter Change-Out Validation, Estimating, Editing (VEE) Billing Customer Inquiry and Response City of Santa Rosa June 2, 2016 Page 8

9 Non Pay Disconnect/Reconnect Move In/Out On Demand Read Collection Review System Analytic Reports UWC will also lead the Santa Rosa team in the creation of an AMI System Data QA Responsibility Matrix during the business process development. This matrix will identify Santa Rosa process owners, priorities, and the schedule for various reports, alarms and events. Two additional processes have been added for Pass 2 of the business process flows. These include: On Demand Read Collection and System Analytic Report. On Demand Read Collection addresses the business application of the two way communication functions associated with the AMI Endpoint. The System Analytic Reports will address the advanced (non-billing related) functions enabled by the MDM. Santa Rosa wishes to define the operational impacts of these new functions as a result of the AMI/MDM implementation. Deliverables: Updated documentation, including any modifications made to the business process flows as a result of the second round of discussions including proposed future state process flow diagrams. Task As-Built Future State The third of three onsite business process workshops (supplemented by webinar as needed) scheduled with Santa Rosa. This effort will focus on finalizing the future state of each business process utilizing the new business applications (MDM system, AMI headend, AMI Infrastructure and AMI Meters) and the interfaces that will be deployed (AMI/MDM and MDM/CIS). It will also review the as-configured processes as a final documentation of what ultimately is implemented into the operational environment. More information will be available to the process owners to understand how each system is configured during the Beta Phase so to refine and finalize each core business process. Upon completion of the core business process workshops, UWC will supply Santa Rosa with documentation of each of the core business processes and the Data QA Responsibility Matrix. This documentation will serve as a valuable reference for Santa Rosa personnel who will be responsible for oversight and maintenance of these processes and as a training tool for new employees. Deliverables: Final documentation of business process flows, considered the As Built system functionality including final future state process flow diagrams. City of Santa Rosa June 2, 2016 Page 9

10 Task 4 Implementation Planning and Documentation Task 4.1 Integrated POC Implementation Plan The intent of the POC phase is to demonstrate full system functionality through a limited deployment. This is when the heavy lifting occurs. The POC will establish the necessary foundation and maximize the learning and training of the back office processes that will benefit the utility in a large-scale roll-out. The POC itself is further divided into two phases Alpha and Beta. UWC will conduct workshops with all Vendors and Santa Rosa to document the POC implementation plan. The plan will include the following at a minimum: equipment acquisition; required materials; expected services including testing and training; and, installation details. Assumptions: Santa Rosa and vendor participation and draft document review Deliverables: Detailed POC Implementation Plan Task 4.2 Integrated Training Plan Benefits of the new systems cannot be realized without effective training of Santa Rosa personnel. UWC will review the proposed AMI and MDM Vendor s training plan submittals for completeness. UWC may recommend additional training and other forms of End User Training to supplement vendor system training. UWC will create an integrated training plan that will reference at a minimum: AMI Headend Overview Training AMI Infrastructure Training AMI Endpoint Programming Training MDM System Overview Training MDM Customer Portal Training Installation Tools and Process Training UWC will work with the Vendors and Santa Rosa to identify the participants for each training session and establish the proposed training schedule over the course of the Alpha phase and the Beta phase. The plan will include clear training objectives. The goal is for Santa Rosa personnel to have a high degree of operational readiness for full deployment. Assumptions: UWC will validate and participate in vendor training activities through a reasonable appropriation of the project management budget. Deliverables: An integrated training plan including all vendor (AMI/MDM/Installation/Integration) systems Task 4.3 Integrated Test Plan Critical to evaluating the success of the AMI POC and whether Santa Rosa objectives are met is the plan and methodology for testing the installed solution. Testing will include: System Acceptance Testing (SAT) or Functional Testing (aka unit testing, aka application testing) Vendor conducted software testing to ensure agreed upon configuration (with or without modifications) is delivered and working to specification. City of Santa Rosa June 2, 2016 Page 10

11 Integration Testing end to end testing across all software applications included in the system (i.e., AMI headend, MDMS, CIS, Customer Portal) to ensure data accuracy and timeliness. Testing to be collectively performed by the Vendors and Santa Rosa. User Acceptance Testing (UAT) Customer led real world testing that validates that the system can support daily business and user requirements. It is not uncommon that new software will function as designed, but not as expected by the customer. Thorough UAT will capture inconsistencies and facilitate resolution. New and redesigned business processes are also tested during UAT. UWC will review the proposed Vendor(s) test plan submittals related to System or Functional Testing as well as the Integration Testing proposed by vendors and the System Integrator. UWC and Santa Rosa will review for completeness as it relates to the requirements set forth in contracts and work with vendors to supplement test plans as needed. In addition, UWC will lead UAT plan development in close collaboration with Santa Rosa and with support from vendor teams. This plan will include pertinent use cases and test scripts, and a formal method for recording, compiling and reporting the test results. UWC will develop a defect reporting and tracking methodology to track those test results that fail and ensure resolution. The Test Management Plan will reference SAT, Integration Testing and UAT. Deliverables: Integrated Test Plan, UAT Test Scripts Task 4.4 Field Deployment Plan In order to ensure a successful project it is necessary to detail and document the numerous aspects of the full deployment phase. UWC will work with the designated Santa Rosa and Vendor personnel to develop a detailed Field Deployment Plan. The fundamental components of the plan will include mass meter change out, field installation quality assurance, and data quality assurance. At a minimum, this plan will detail processes and procedures for: Inventory acquisition, supply chain and logistics Contract employee protocols Warehouse functions Training Field installation quality assurance and audit Data quality assurance and audit Where appropriate, UWC will also work with Santa Rosa and Installation Contractor personnel to develop flow diagrams to provide a visual representation of the process. Deliverables: Field Deployment Plan, Process Flow Diagrams City of Santa Rosa June 2, 2016 Page 11

12 Task 5 Public Awareness and Communications Campaign (PAC) Task 5.1 Campaign Design UtiliWorks will develop a public awareness/communications campaign that is lock-step with the AMI POC schedule. The program will enhance internal project communications for all utility departments and will foster proactive communications with utility customers and other external stakeholder. UtiliWorks will schedule discovery sessions with Santa Rosa to address the following: Outline goals, objectives, and strategy of the program Identify topics and the communication channels that will be leveraged for both internal and external customers Establish the means to measure the success of the program Finalize (baseline) the MS Project Plan that will serve as the guideline for the project deliverables. The plan will be updated periodically to reflect changes to the PAC and the AMI POC schedule. Deliverables: PAC MS Project Plan Task 5.2 Organizational Awareness As part of the discovery sessions, UtiliWorks will work with Santa Rosa to identify the key topics that will drive the content of the Utility organizational awareness campaign. Topics may include: AMI project benefits and information sharing Transitional change effecting the organization Theft Detection and Enforcement Policy Green Initiative Concepts developed with AMI Areas of concern including RF, Privacy, Cyber Security, etc. UtiliWorks will work with Santa Rosa to develop the content appropriate for internal staff that will be published at various stages of the project. The content may be published via an newsletter, printed flyers, or other formats as deemed appropriate by the City. UtiliWorks will also support Santa Rosa in its effort to present this information to staff and field questions accordingly. UtiliWorks will also develop surveys to elicit feedback from the organization on topics approved by Santa Rosa. At the end of the organizational awareness campaign, the feedback will be compiled, analyzed and provide to Santa Rosa in written format. Assumptions: UtiliWorks will assist in the development of content. Santa Rosa will employ a graphic designer to assist with visual layouts and design. Deliverables: Content to be used for internal customer communications, internal customer surveys and survey results Task 5.3 Customer Communications UtiliWorks will work with Santa Rosa to develop the content for a variety of customer notifications based on the outcomes from the initial discovery sessions. Customer notification channels may include: City of Santa Rosa June 2, 2016 Page 12

13 Door hangers Status letters Press releases Brochures UtiliWorks will assist Santa Rosa in releasing the information at the appropriate time to the customer base. Many of these materials will be distributed in parallel with other information pieces. Assumptions: UtiliWorks will assist in the development of content. Santa Rosa will employ a graphic designer to assist with visual layouts and design. Deliverables: Content to be used for external customer communications City of Santa Rosa June 2, 2016 Page 13

14 Task 6 Full Deployment Project Management Task 6.1 Oversee and Support Full Deployment Upon Santa Rosa acceptance of the POC and approval to proceed, UtiliWorks will provide structured project management to ensure that all project tasks during full deployment are executed in a timely, organized fashion and completed to the project definition and expectations. UtiliWorks will work with Santa Rosa and the designated Installation Contractor to coordinate the development of a Field Deployment Plan. At a minimum, this plan will detail processes and procedures for: supply chain, contract employee protocols, warehouse functions, training, field installation and data quality assurance. UWC will work with the Installation Contractor and the City to develop the necessary processes to accurately disperse, track, and report on the movement of equipment from warehouse through to installation. UWC will also work with the Installation Contractor develop a strategy and tracking method for the salvage or disposal of removed meters. To facilitate the resolution of billing questions and possible customer complaints, UWC with also work with the City to ensure the temporary storage and cataloging of removed meters. Accurate recording and timely delivery of serial numbers, out reads, start reads, meter and endpoint characteristics, geographic co-ordinates, digital pictures, and install notes to the appropriate departments and systems at Santa Rosa is key to full deployment success. UWC will work with Santa Rosa and the Installation Contractor to develop the strategy and processes for tight control and thorough audit of data to ensure a smooth transition to billing with AMI data. In addition, UWC will provide ongoing planning, troubleshooting, and support to assist with dayto-day management of full deployment. Deliverables: Field Deployment Plan in MS Word City of Santa Rosa June 2, 2016 Page 14