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2019-02-12 Meeting Agenda
Public Safety Committee Meeting Commission Chamber- 2/12/2019- 1:20 PM PUBLIC SAFETY 1.Approve Contract with Motorola Solutions, Inc. to upgrade PremierOne CSR for the 311 Department. Attachments 2.Motion to approve the purchase of Fire Department uniforms through North America Fire Equipment Company, Inc., (NAFECO) and authorize the Mayor to sign the contract for the purchase Fire Department uniforms through North America Fire Equipment Company, Inc. (NAFECO). Attachments 3.Discuss inspection process and follow up procedure after inspection on Fire Department facilities. (Requested by Commissioner Brandon Garrett) Attachments 4.Discuss the procurement process for work being done on Fire Stations. (Requested by Commissioner Brandon Garrett)Attachments 5.Motion to approve the minutes of the Public Safety Committee held on January 29, 2019.Attachments www.augustaga.gov Public Safety Committee Meeting 2/12/2019 1:20 PM Approve Contract with Motorola Solutions, Inc. to upgrade PremierOne CSR for the 311 Department. Department:Information Technology Presenter:Reggie Horne, Deputy Director Caption:Approve Contract with Motorola Solutions, Inc. to upgrade PremierOne CSR for the 311 Department. Background:Augusta 311 exists to provide residents, businesses and visitors with transparent access to all Augusta services and information in a timely and efficient manner, while providing exceptional customer service. Augusta 311 strives to be the central hub of Customer Service for all requests for non-emergency services and information in Richmond County. It is the belief of 311 that citizens who are provided government services should be viewed as our customers and treated in a manner which is responsive, courteous, and efficient. Part of the way that 311 serves to provide great customer service is through the use of technology that serves to record, track, monitor, and provide updates on customer requests. This is currently done with an on premise software application known as PremierOne CSR. Analysis:The goal of this project is to provide Augusta 311 with an upgraded software application that provides additional capabilities and that is cloud-based thus making it accessible by 311 staff from any location. A further goal is to provide enhanced customer-facing and citizen-engagement capabilities. This application will provide the 311 Department an opportunity to be more accessible and responsive to external and internal customer needs and more efficient in its operations. As such, this project will accomplish the following: • The existing PremierOne CSR software will be upgraded to the latest CSR release. • The software will be migrated to a cloud hosted environment to take advantage of cost savings, a reduction in infrastructure resources, a high availability solution, and continual upgrades. • The PremierOne CSR Citizen Mobile App and associated website will also be upgraded and migrated in this process. • This upgrade will also result in a cloud-based Cover Memo Item # 1 testing environment in conjunction with the production environment. Financial Impact:Estimated annual hosting and support for this solution is $70,000.00. Alternatives: Recommendation:Approve Contract with Motorola Solutions, Inc. to upgrade PremierOne CSR for the 311 Department. Funds are Available in the Following Accounts: This project is to be funded through the Information Technology Operating Budget. 101015410/5223110 REVIEWED AND APPROVED BY: Finance. Law. Administrator. Clerk of Commission Cover Memo Item # 1 1 AMENDMENT TO THE PSA AGREEMENT BETWEEN AUGUSTA, GEORGIA AND MOTOROLA SOLUTIONS, INC. THIS AMENDMENT (hereinafter referred to as the “Amendment”) is to the PSA System Agreement entered into on September 24, 2012 (hereinafter referred to as the “Agreement”) between AUGUSTA, GEORGIA, as a political subdivision of the State of Georgia (hereinafter referred to as “AUGUSTA”), and MOTOROLA SOLUTIONS, INC., a Delaware Corporation, qualified to do business in the State of Georgia (hereinafter referred to as “MOTOROLA”). This Amendment is entered into on the latest date on the signature page below (such date is hereinafter referred to as the “Execution Date”). WHEREAS, AUGUSTA seeks to upgrade its current CSR software and migrate its data to a cloud environment to take advantage of the costs savings, a reduction in Augusta’s resources required to maintain an Augusta-hosted system, and to keep Augusta at the forefront of technological advancement for its system; and WHEREAS, MOTOROLA and AUGUSTA mutually agree to the following terms and conditions and expressly agree that if any of the following terms and conditions conflict with any of the terms and conditions of the PSA System Agreement, then, notwithstanding any term in the Agreement, the following terms and conditions shall govern and control the rights and obligations of the parties. NOW, THEREFORE, in consideration of the Parties agreeing to amend their obligations under the existing Agreement, and other valuable consideration, the receipt and sufficiency of which is hereby acknowledged, both Parties agree to amend the PSA System Agreement as follows: SECTION 1 EXHIBITS of the PSA System Agreement is deleted in its entirety and replaced, through the addition, attachment, and incorporation of Exhibit G and Exhibit H, with the following: Section 1 EXHIBITS The Exhibits listed below are incorporated into and made a part of this Agreement. In interpreting this Agreement and resolving any ambiguities, Exhibit G shall take precedence over the main body of this Agreement and any other Exhibits. Exhibit A “Motorola Software License Agreement” Exhibit B “Payment Schedule” Exhibit C “Motorola’s Proposal dated March 13, 2012, as amended on July 24, 2012” Exhibit D “System Acceptance Certificate” Exhibit E “Performance Bond” Exhibit F “Augusta, GA Vendor VPN Access Agreement” Attachment number 1 \nPage 1 of 2 Item # 1 2 Exhibit G “PremierOne CSR Upgrade and Cloud Migration Proposal and Statement of Work dated September 6, 2018 Exhibit H Motorola Solutions Hosting Service Level Agreement (SLA), dated September 6, 2018 IN WITNESS WHEREOF, MOTOROLA SOLUTIONS, INC., and AUGUSTA, GEORGIA have executed this Amendment under seal as of the date first written above. Motorola Solutions, Inc. Augusta, Georgia By:____________________________ By:_____________________________ Name: __________________ Name: Hardie Davis, Jr. Title: _________________________ Title: Mayor Date:____________________________ Date:_________________________ Attest: _________________________________ Lena J. Bonner, Clerk of Commission Attachment number 1 \nPage 2 of 2 Item # 1 1 AMENDMENT TO THE MAINTENANCE AND SUPPORT AGREEMENT BETWEEN AUGUSTA, GEORGIA AND MOTOROLA SOLUTIONS, INC. THIS AMENDMENT (hereinafter referred to as the “Amendment”) is to the Maintenance and Support Agreement entered into on September 24, 2012 (hereinafter referred to as the “Agreement”) between AUGUSTA, GEORGIA, as a political subdivision of the State of Georgia (hereinafter referred to as “AUGUSTA”), and MOTOROLA SOLUTIONS, INC., a Delaware Corporation, qualified to do business in the State of Georgia (hereinafter referred to as “MOTOROLA”). This Amendment is entered into on the latest date on the signature page below (such date is hereinafter referred to as the “Execution Date”). WHEREAS, AUGUSTA seeks to upgrade its current CSR software and migrate its data to a cloud environment to take advantage of the costs savings, a reduction in Augusta’s resources required to maintain an Augusta-hosted system, and to keep Augusta at the forefront of technological advancement for its system; and WHEREAS, MOTOROLA and AUGUSTA mutually agree to the following terms and conditions and expressly agree that if any of the following terms and conditions conflict with any of the terms and conditions of the Maintenance and Support Agreement, then, notwithstanding any term in the Agreement, the following terms and conditions shall govern and control the rights and obligations of the parties. NOW, THEREFORE, in consideration of the Parties agreeing to amend their obligations under the existing Agreement, and other valuable consideration, the receipt and sufficiency of which is hereby acknowledged, both Parties agree to amend the Maintenance and Support Agreement as follows: SECTION 1 EXHIBITS of the Maintenance and Support Agreement is deleted in its entirety and replaced, through the addition, attachment, and incorporation of Exhibit D and Exhibit E, with the following: Section 1 EXHIBITS The Exhibits listed below are incorporated into and made a part of this Agreement. In interpreting this Agreement and resolving any ambiguities, Exhibit D shall take precedence over the main body of this Agreement and any other Exhibits. Attachment number 2 \nPage 1 of 2 Item # 1 2 Exhibit A “Description of Covered Products” Exhibit B “Support Plan” Exhibit C “Support Plan Options and Pricing Worksheet” Exhibit D “PremierOne CSR Upgrade and Cloud Migration Proposal and Statement of Work dated September 6, 2018 Exhibit E Motorola Solutions Hosting Service Level Agreement (SLA), dated September 6, 2018 IN WITNESS WHEREOF, MOTOROLA SOLUTIONS, INC., and AUGUSTA, GEORGIA have executed this Amendment under seal as of the date first written above. Motorola Solutions, Inc. Augusta, Georgia By:____________________________ By:_____________________________ Name: __________________ Name: Hardie Davis, Jr. Title: _________________________ Title: Mayor Date:____________________________ Date:_________________________ Attest: _________________________________ Lena J. Bonner, Clerk of Commission Attachment number 2 \nPage 2 of 2 Item # 1 City of Augusta Statement of Work PREMIERONE CSR PREMIERONE CSR UPGRADE AND CLOUD MIGRATION PROPOSAL AND STATEMENT OF WORK (SOW) FOR THE: City of Augusta, Georgia September 6, 2018 Data Restrictions This proposal is considered Motorola Solutions confidential and restricted. The proposal is submitted with the restriction that it is to be used for evaluation purposes only, and is not to be disclosed publicly or in any manner to anyone other than those employed by the City of Augusta required to evaluate this proposal without the express permission of Motorola Solutions, Inc. This proposal is valid for 90 days. MOTOROLA SOLUTIONS, MOTOROLA and the Stylized M Logo are registered in the U.S. Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola Solutions, Inc. 2018. Attachment number 3 \nPage 1 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 1 Table of Contents City of Augusta, Georgia ..................................................................................................... 1 September 6, 2018 ................................................................................................................. 1 1.0 PremierOne CSR Upgrade and Migration Overview .................................................... 4 2.0 PremierOne CSR Upgrade and Migration Approach .................................................... 6 3.0 Project Staffing and Management .................................................................................... 7 3.1 Motorola Project Team .................................................................................................... 7 3.1.1 Motorola Project Roles ......................................................................................... 7 3.1.2 City of Augusta Project Roles and Responsibilities ............................................. 8 3.2 Kick-off Meeting .............................................................................................................. 9 3.2.1 Project Status Reporting ...................................................................................... 10 3.2.2 Application Defect Reporting and Enhancement Requests ................................ 11 3.2.3 Project Plan Changes........................................................................................... 11 3.3 Project Plan .................................................................................................................... 12 3.4 Acceptance Certificate Procedure .................................................................................. 17 3.5 Change Order Procedure ................................................................................................ 17 4.0 Software Deployment ....................................................................................................... 18 5.0 System Access Testing ..................................................................................................... 19 6.0 Data Migration ................................................................................................................. 19 7.0 Training ............................................................................................................................. 20 8.0 Citizen Web Portal Configuration .................................................................................. 20 9.0 Interface Deployment....................................................................................................... 20 10.0 Upgraded System Go-Live ............................................................................................ 21 11.0 Post Go-Live Support .................................................................................................... 21 12.0 PremierOne CSR Upgrade Assumptions ..................................................................... 22 13.0 Services Provided with Motorola’s Cloud Hosting ..................................................... 23 13.1 Lower Total Cost of Ownership .................................................................................. 23 13.2 Budget Stability & No Capital Investment ................................................................. 25 13.3 Application Scalability ................................................................................................ 25 13.4 Minimal Staffing Requirements .................................................................................. 26 13.5 Deployment Speed and Ease of Access ...................................................................... 26 13.6 Security of Mission-Critical Data ............................................................................... 27 14.0 Service Offerings Available with Cloud Hosted Solution .......................................... 28 15.0 Pricing ............................................................................................................................. 32 15.1 PremierOne CSR Upgrade and Cloud Hosting Migration Solution ............................ 32 15.2 Annual Cloud Hosting Services ................................................................................... 32 16.0 Implementation Milestones ........................................................................................... 33 ATTACHMENT A – ACRONYMS / TERMINOLOGY ................................................................... 34 ATTACHMENT B – PROJECT STATUS REPORT ........................................................................ 34 ATTACHMENT C – MEETING MINUTES .................................................................................. 37 ATTACHMENT D – CHANGE ORDER FORM ............................................................................ 38 ATTACHMENT E – ACCEPTANCE CERTIFICATE ..................................................................... 40 Attachment number 3 \nPage 2 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 3 September 6, 2018 Ms. Tameka Allen, Director Information Technology Department City of Augusta 530 Greene Street Augusta, Georgia 30901 Subject: Proposal for PremierOne CSR Upgrade and Migration to Motorola Cloud Hosted Environment. Motorola is pleased to present the City of Augusta the following proposal and statement of work (SOW) for the PremierOne CSR upgrade and migration to Motorola’s cloud service environment from an on-premise (City hosted) solution. This also includes the PremierOne CSR Citizen Mobile Apps moved to the cloud. Motorola will upgrade the City’s existing CSR software to the latest PremierOne CSR release along with City’s current service requests and configuration will be migrated as part of the upgrade. We will also be migrating the City to Motorola’s cloud hosted environment to take advantage of many benefits a managed services offering provides in terms of cost savings, reduction in City resources required to maintain a city-hosted system, a robust, high availability solution and keeps the City current on releases each year. The PremierOne CSR Citizen Mobile Apps will also be upgraded and migrated to the Connect Bits cloud services. At the conclusion of this project, Augusta will have the PremierOne CSR solution running in production as well as test from Motorola’s cloud hosted environment. The Motorola cloud hosting is based on a three year contract with the City as outlined in the proposal. Please review the proposal and contact me if I can be of any assistance. I can be reached at 770-505-1208 or k.leverett@motorolasolutions.com Sincerely, Kenny Leverett National Sales Director, Public Service Motorola Solutions, Inc. Attachment number 3 \nPage 3 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 4 1.0 PremierOne CSR Upgrade and Migration Overview The City of Augusta upgrade Statement of Work (SOW) guides the work of the Motorola team in the execution and control of the project to upgrade Augusta’s 3-1-1 Customer Service Request (CSR) software to the latest software release and migrate to the cloud. Motorola will work with the City of Augusta to develop a mutually agreed to Statement of Work (SOW) for the project. Below is a high-level overview of the project. · Migrate the City’s current CSR system to Motorola’s PremierOne CSR cloud solution. · Upgrade the City’s current CSR system to the latest PremierOne CSR solution. · Migrate the City’s existing service request data and configuration to the cloud solution. · Migrate the PremierOne CSR Citizen Mobile Apps to the Connected Bits cloud solution. · Upgrade the City’s current citizen mobile apps to the latest PremierOne CSR Citizen Mobile Apps solution. · Migrate the City’s PremierOne CSR Citizen Mobile Apps existing data and configuration to the cloud solution. o The Citizen Mobile Apps will be hosted by Connected Bits in the AWS Cloud. The Mobile apps platform includes the Open311 integration so additional mobile apps can be support using the Open311 protocol. · Review the Service Offerings available to the City with Motorola’s cloud solution. The execution of this project will require a continuation of the relationship that has been established between the City of Augusta and Motorola. As was the case with the initial CSR deployment, the migration to the PremierOne CSR cloud solution will require Augusta to be an active participant in key activities such as system installation and setup, configuration, report development, training, and testing. At the conclusion of this project, Augusta will have PremierOne CSR running in production as well as test in Motorola’s hosted environment. It is only after completing this project that the City of Augusta will begin making configuration changes to take full advantage of the new functionality resident in PremierOne CSR latest software release. This strategy was developed to limit the source of potential issues during the course of this project, thus reducing overall project risk. Attachment number 3 \nPage 4 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 5 PremierOne CSR 4.5 is slated for a Q3 2018 release and will be the version that Augusta will be migrating to in the Cloud. Arc GIS 10.5.1 is supported with the CSR 4.5 release. In reference to the unit number location validation, as long as the City’s GIS data includes unit number, we can validate using unit number. We are currently using Arc GIS 10.5.1 in our new data center. We can support three different deployment models for GIS data. First, we can host 100% of the GIS services and data in the Motorola Cloud. This implies that we are replicating GIS data from the City to the Motorola Cloud on some regular interval, which can be monthly or quarterly by default. Second, we can have a hybrid approach whereby the GIS data and services for location validation (including the locator service) and geo-coding of SR locations are in the Motorola Cloud while any feature classes that are for visualization in Mapviewer can be consumed from the City's GIS services for those feature classes. Lastly, we could consume 100% of GIS data and services from the City's GIS services, but this model has not been selected before, because no Motorola customer has ever wanted their GIS department to be on the hook for 100% of the GIS feature/functionality in CSR or for 24x7x365 support in terms of the SLA. Attachment number 3 \nPage 5 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 6 2.0 PremierOne CSR Upgrade and Migration Approach Motorola’s PremierOne CSR software is a commercial off the shelf (COTS) product with a proven best practice deployment methodology. We offer a low risk approach and a team that can achieve the City’s goal to upgrade the current 3-1-1 software. For the City, this methodology would be a Motorola CSR software upgrade consisting of PremierOne CSR, CSR Contact Center, CSR Mapping, CSR Reporting, Citizen Web Portal and Application Hub. As is the case with any major software upgrade, the migration to the PremierOne CSR platform is more than just the installation of new servers and software. It encompasses other system aspects such as: data migration, testing, training, custom reports and change management. For the City of Augusta’s migration to be successful, the City must be an active participant in the migration process, just as it has been in previous system upgrades, to facilitate a smooth transition to the new version of PremierOne CSR. The migration strategy is broken into three distinct phases: · Phase 1 – the purpose of this phase is to establish a new parallel PremierOne CSR environment at Motorola’s hosted site. After the environment is established, Motorola will request a copy of the City’s current CSR database to convert from Microsoft SQL Server to Oracle and load into the cloud database environment. · Phase 2 - The second phase consists of testing and verification using the converted data. The test phase will validate the following three areas: First, it will validate that the new PremierOne CSR environment is functioning correctly and all of the hardware and software that make up that environment are configured properly. Second, it will give the City an opportunity to analyze the converted data in the new PremierOne CSR environment to validate that the data was migrated appropriately to the new environment. Third, it will give the City an opportunity to test the new PremierOne CSR application and validate that it is functioning properly. · Phase 3 - The third phase of the project will consist of one more conversion run of the CSR data to bring the new environment up-to-date with the latest set of production data. After the latest data is converted, PremierOne CSR will be designated and used as the City’s production instance of PremierOne CSR. Motorola will also setup the test environment prior to Go-live as requested by the City. Attachment number 3 \nPage 6 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 7 3.0 Project Staffing and Management 3.1 Motorola Project Team Motorola’s staffing plan was developed to meet two (2) project objectives. 1. Establish a team that can quickly upgrade the City’s current CSR system to the PremierOne CSR system 2. Establish a team with experience in creating and delivering a long-term strategy for implementing any future phases of the project To build this organizational structure, Motorola will select a team of individuals who have complementary skill sets and diverse areas of expertise. An organizational chart will be developed for both the City of Augusta and Motorola prior to the kickoff meeting for the proposed project team. The Motorola project manager will direct the activities of the Motorola team and facilitate communication with the City of Augusta. To facilitate a clear understanding of the project duties, each project role has been defined. 3.1.1 Motorola Project Roles · Project Manager – The Motorola project manager is responsible for developing and maintaining the project plan, directing the activities of the Motorola team, tracking and communicating project status, managing scope, risk, and action item status. The Project Manager is responsible for directing the day to day activities of the installation team and the Cognos Report lead. In addition, the project manager performs the following functions: o Takes the lead in addressing technical questions and responses, and o Identifies, defines requests, and tracks status of product enhancements defect corrections. · Database Administrator (DBA) / Installation Lead – The DBA is responsible for the setup of the database and the installation of the PremierOne CSR suite of software. The DBA will also coordinate with the GIS Engineer to complete the installation. · GIS Engineer – The GIS Engineer is responsible for installing ArcGIS server and ArcSDE and integrating with the CSR database. Attachment number 3 \nPage 7 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 8 · Data Migration Lead – The Data Migration Lead is responsible for migrating data from Augusta’s current CSR environment into the PremierOne CSR database. · Cognos Report Lead – The Cognos Report Lead is responsible for assisting the City with any custom report changes resulting from the database change to Oracle from Microsoft SQL Server. · Configuration Lead – The configuration lead is responsible for leading the configuration work on this project. · Web Intake Specialist – The Web Intake Specialist will assist with configuration of Web Intake and applying City design guidelines. · Integration Specialist – The Integration Specialist is responsible for design, development and deployment of enterprise integration software for Motorola’s PremierOne CSR system and will oversee all interface deployments. 3.1.2 City of Augusta Project Roles and Responsibilities The number of City personnel working on the project will fluctuate based on the task being completed. The following City project roles will ensure a successful project and are not all full time project roles. Also, it is not uncommon for a single City resource to fill multiple roles. · Executive Sponsor – The Executive Sponsor is responsible for being the project champion and the ultimate problem solver for any inter-departmental disagreements. Typically, this role is instrumental in insuring the overall project goals are aligned with City management and helps secure the funding approval. · Project Manager – The City Project Manager is responsible for providing inputs to and validating the project plan, directing the activities of the City team, tracking and communicating project status, and working directly with the Motorola Project Manager to manage scope, risk and action items. · Database Administrator (DBA) – The DBA is responsible for providing database support to the project team including the export of production CSR data and providing that CSR data to the Motorola DBA. Attachment number 3 \nPage 8 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 9 · Network Assessment Engineer – The Network Assessment Engineer is someone familiar with basic network functionality including the various components of a network (e.g., routers). This role is responsible for insuring the hosted CSR system access and resolving any network issues between a user or group within the City to insure they have the best possible connectivity to the CSR application. · Lead Business or Functional Analyst – The Lead Business or Functional Analyst provides expertise in the City’s business process workflows. Typically, a large department with a large stake in CSR would provide the person to fill this role although it could be filled by someone from a centralized support team like the call center. This role works directly with the Motorola Configuration Lead to insure the City’s business processes are accurately depicted in CSR. · Lead Technical Analyst – The Lead Technical Analyst usually is a Business Analyst that has some technical skills to accomplish tasks like assisting during integration testing or setting up replacement variables and advanced queries that requires some basic SQL knowledge. This role can bridge the gap between City technical resources and the City/Motorola Business Analysts. · CSR Configuration Managers – Configuration Managers are responsible for maintaining, verifying and modifying SR type configuration. These roles are typically in each major department that uses CSR. · Knowledge Base (KB) Administrator – The KB Administrator is responsible for maintaining and configuring all KB content within CSR and for insuring that external content (e.g., Intranet PDF file) is accessible to users and the KB Indexer server. · Geographic Information Systems (GIS) Analyst – The GIS Analyst is responsible for providing any required GIS files to the Motorola GIS Engineer as well as participating in the periodic refresh of GIS data. · Interface Technical Analysts – Interface Technical Analyst are responsible for supporting any project tasks related to integration between CSR and third-party systems. Primarily, this role is responsible for testing out the interfaces against the upgraded CSR system. · Reporting and Business Intelligence (BI) Analysts – Reporting and BI Analysts are responsible for testing and/or building any custom reports required by the City. This role provides support for building reports, scheduling reports and publishing reports. 3.2 Kick-off Meeting The Motorola Project Manager (PM) will prepare a kick-off presentation and lead a corresponding kick-off meeting. To prepare for the kick-off meeting the Motorola PM will develop a draft kick-off presentation. The draft presentation will be based on the following agenda items: · Team Introductions, to include identification of assigned roles on the project for the Motorola Team, Attachment number 3 \nPage 9 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 10 · Augusta Team introduction including project roles provided by the Augusta Project Manager, · An overview of the Motorola Project Plan, · An overview of the project schedule, · An overview of the Augusta Project Plan provided by the designated Augusta Project Manager highlighting Augusta’s project activities, · Key Project Management Goals, · Question and Answer The Motorola PM will review the draft kick-off presentation with the City PM prior to the kick-off meeting. Based on comments received at that review meeting, Motorola will make updates to the presentation. Within two (2) business days of the completion of the kick-off meeting, Motorola will deliver the kick-off presentation and meeting minutes to document the meeting and any action items. The following subsections have been established to further clarify communication. 3.2.1 Project Status Reporting Motorola will lead weekly status meetings via a teleconference. During the meeting representatives from Motorola and the Augusta team will cover the following project topics: · Accomplishments/activities completed during the previous week, · Accomplishments/activities planned for the next week, · Key Project concerns/issues and any related decisions regarding those areas, · Migration issues and their intended resolutions, · Product defects and their intended schedule for release, · Motorola Deliverable and Augusta Milestone Status, and · Status of Action Items. Attachment number 3 \nPage 10 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 11 3.2.2 Application Defect Reporting and Enhancement Requests Migration issues and product defects/enhancement requests will be tracked in an Excel spreadsheet. For migration issues, the issues will be dealt with by running scripts, if possible, in the test environment coupled with a migration routine adjustment to avoid the issue for future migration runs. Product defects will be assessed by the Engineering team and once confirmed as a defect; Motorola will create a Change Request for the defect and set a tentative release schedule for the defect fix. The Motorola PM will work with the City to understand and assign a Customer Impact rating for each defect to aid in the timing of the Change Request within the product roadmap. In general, defects are normally included in the next maintenance release, unless the defect has a high Customer Impact rating, which would necessitate a patch release for a specific customer. Product enhancement requests will have a Change Request created and the request will be available for inclusion in a future product release. The Motorola PM will work with the City to understand and assign a Customer Impact rating for each enhancement request to aid in the timing of the Change Request within the product roadmap. In general, product enhancement requests are included in a future product release at the discretion of the Engineering team based on roadmap constraints. The Engineering team seeks input from the Customer and the CSR Users Group for prioritization of enhancement requests to insure that resources are applied to enhancement requests with the broadest level of appeal to CSR customers. Since the City of Augusta is currently running the Motorola CSR system, the existing defect reporting and technical support process will remain unchanged from its current state. This CSR support will be delivered as usual and will not involve any team members of the active CSR upgrade project. 3.2.3 Project Plan Changes During the course of the project it may become necessary to adjust the project plan. Proposed project plan changes will be communicated between the Motorola and City of Augusta project managers. If the project managers agree that the proposed change would improve project performance and the proposed change aligns with the statement of work, the Motorola project manager will draft an update to the project plan. The Motorola and Augusta project managers will then jointly review the draft change and if both parties agree to the change, the project plan will be updated with the approved change and redelivered. Attachment number 3 \nPage 11 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 12 Motorola expects the City PM to approve no-cost change orders and/or to adjust the project schedule as needed when the project plan critical path is not impacted, but Motorola understands the City PM will need to follow internal processes for approval on any change order. Further, Motorola expects the City PM to follow any established rules and procedures within the City for project change management. This includes but is not limited to informing project staff of pending changes, seeking consensus on the resolution of pending changes, and obtaining approval for pending changes. Motorola understands that change orders requiring additional funding by the City will require City Management and/or City Council approval in most cases and cannot be approved by the City PM. 3.3 Project Plan The following table covers all the tasks, deliverables and milestones that comprise the upgrade project. The table includes the project phase, task number (for cross-reference to a Work Breakdown Structure), task/deliverable description, milestone indicator, Motorola responsibility indicator and City responsibility indicator. The only significant detail that was omitted was the contents of the Go-Live Runbook. This was intentional, because the Go-Live Runbook is tailored specifically to account for all unique project constraints and requirements that impact the Go-Live of the upgraded CSR system. Attachment number 3 \nPage 12 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 13 Phase Task Description Milestone? Motorola City 1 1.0 Project Initiation 1 1.1 Award Contract Y X 1 1.2 Negotiate Contract Terms N X X 1 1.3 Review Statement of Work N X X 1 1.4 Approve Statement of Work Y X X 1 1.5 Sign Contract Y X X 1 1.6 Present Acceptance Certificate for Statement of Work Completion N X 1 1.7 Sign Acceptance Certificate for Statement of Work Completion N X 1 1.8 Return Acceptance Certificate for Statement of Work Completion Y X 1 1.9 Provide Export of CSR Production Database to Motorola N X 1 2.0 Kick-Off Meeting 1 2.1 Prepare Kick-Off Meeting Presentation N X 1 2.2 Review Kick-Off Meeting Presentation N X X 1 2.3 Approve Kick-Off Meeting Presentation N X 1 2.4 Schedule Kick-Off Meeting N X 1 2.5 Conduct Kick-Off Meeting Y X 1 2.6 Present Acceptance Certificate for Kick-Off Meeting N X 1 2.7 Sign Acceptance Certificate for Kick-Off Meeting N X 1 2.8 Return Acceptance Certificate for Kick-Off Meeting Y X 1 3.0 Production Software Installation 1 3.1 Install Database Software N X 1 3.2 Validate Hardware Readiness N X 1 3.3 Validate Database Readiness N X 1 3.4 Production Environment (in Pre-Production mode) 1 3.4.1 Install/Configure CSR Production Database N X 1 3.4.2 Migrate Customer-Provided CSR Data Export into CSR Production Database N X 1 3.4.3 Install/Configure CSR Production Application Servers N X 1 3.4.4 Install/Configure CSR Production Cognos Server N X 1 3.4.5 Install/Configure CSR Production Application Hub Server N X 1 3.4.6 Install/Configure CSR Production Knowledge Base Server N X 1 3.4.7 Install/Configure CSR Production Citizen Web Server N X 1 3.4.8 Install/Configure CSR Production Citizen Mobile Apps Server N X At t a c h m e n t n u m b e r 3 \ n P a g e 1 3 o f 4 0 It e m # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 14 Phase Task Description Milestone? Motorola City 1 3.4.9 Configure Load Balancer for CSR Production Servers N X 1 3.4.10 Confirm Production Application Readiness N X 1 3.4.11 Certify Production Application Readiness Y X 1 3.4.12 Validate Production Application Readiness N X 1 3.5 Present Acceptance Certificate for Production Software Installation N X 1 3.6 Sign Acceptance Certificate for Production Software Installation N X 1 3.7 Return Acceptance Certificate for Production Software Installation Y X 1 4.0 System Access Testing 1 4.1 Identify One Workstation per Department/Site for Testing N X 1 4.2 Schedule System Access Testing for each Department/Site Workstation N X 1 4.3 Perform System Access Testing at each Department/Site Workstation N X 1 4.4 Document System Access Benchmarks at each Department/Site Workstation N X 1 4.5 Review System Access Benchmarks N X X 1 4.6 Present Acceptance Certificate for System Access Testing N X 1 4.7 Sign Acceptance Certificate for System Access Testing N X 1 4.8 Return Acceptance Certificate for System Access Testing Y X 2 5.0 Citizen Web Portal Configuration 2 5.1 Identify City Technical Resources to support Web Portal Configuration N X 2 5.2 Perform Citizen Web Portal Configuration N X 2 5.3 Validate Citizen Web Portal Configuration N X 2 5.4 Present Acceptance Certificate for Citizen Web Portal Configuration Completion N X 2 5.5 Sign Acceptance Certificate for Citizen Web Portal Configuration Completion N X 2 5.6 Return Acceptance Certificate for Citizen Web Portal Configuration Completion Y X 2 6.0 Interface Deployment 2 6.1 Interface Configuration - Cityworks 2 6.1.1 Identify City Technical Resource to Support Cityworks Interface N X 2 6.1.2 Provide Remote Connectivity to Cityworks Test Database (if needed) N X 2 6.1.3 Develop Cityworks Connector N X 2 6.1.4 Modify Current Cityworks Interface (if needed) N X 2 6.1.5 Deploy Cityworks Connector to Production Application Hub N X 2 6.1.6 Test Cityworks Interface N X 2 6.1.7 Validate Cityworks Interface N X 2 6.2 Present Acceptance Certificate for Citizen Web Portal Configuration Completion N X At t a c h m e n t n u m b e r 3 \ n P a g e 1 4 o f 4 0 It e m # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 15 Phase Task Description Milestone? Motorola City 2 6.3 Sign Acceptance Certificate for Citizen Web Portal Configuration Completion N X 2 3.4 Return Acceptance Certificate for Citizen Web Portal Configuration Completion Y X 3 7.0 Upgraded System Go-Live 3 7.1 Develop Detailed Go-Live Runbook N X 3 7.2 Review Detailed Go-Live Runbook N X X 3 7.3 Approve Detailed Go-Live Runbook Y X X 3 7.4 Schedule Go-Live Date N X X 3 7.5 Execute Detailed Go-Live Runbook Y X X 3 7.6 Place Upgraded CSR System into Production Use Y X X 3 7.7 Provide On-site Go-Live BSA Support - Week 1, Days 1-5 N X 3 7.8 Present Acceptance Certificate for On-site Go-Live Support Completion N X 3 7.9 Sign Acceptance Certificate for On-site Go-Live Support Completion N X 3 7.10 Return Acceptance Certificate for On-site Go-Live Support Completion Y X 3 8.0 Post Go-Live Support 3 8.1 Monitor CSR System and Interfaces N X X 3 8.2 Report CSR System or Interface Issues N X 3 8.3 Resolve CSR System or Interface Issues (if needed) N X X 3 8.4 Transition City to CSR Help Desk for Ongoing Maintenance Support Y X X 3 8.5 Present Acceptance Certificate for Post Go-Live Support Completion N X 3 8.6 Sign Acceptance Certificate for Post Go-Live Support Completion N X 3 8.7 Return Acceptance Certificate for Post Go-Live Support Completion Y X 3 8.8 Test Software Installation (will be setup prior to go-live for Augusta) 3 8.8.1 Install Database Software N X 3 8.8.2 Validate Hardware Readiness N X 3 8.8.3 Validate Database Readiness N X 3 8.8.4 Test Environment 3 8.8.4.1 Create CSR Test Database from CSR Production Database Export N X 3 8.8.4.2 Install/Configure CSR Test Application Servers N X 3 8.8.4.3 Install/Configure CSR Test Cognos Server N X 3 8.8.4.4 Install/Configure CSR Test Application Hub Server N X 3 8.8.4.5 Install/Configure CSR Test Knowledge Base Server N X 3 8.8.4.6 Install/Configure CSR Test Citizen Web Server N X 3 8.8.4.7 Install/Configure CSR Test Citizen Mobile Apps Server N X At t a c h m e n t n u m b e r 3 \ n P a g e 1 5 o f 4 0 It e m # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 16 Phase Task Description Milestone? Motorola City 3 8.8.4.8 Configure Load Balancer Hardware for CSR Test Servers N X 3 8.8.4.9 Confirm Test Environment Readiness N X 3 8.8.4.10 Certify Test Environment Readiness Y X 3 8.8.4.11 Validate Test Environment Readiness N X 3 8.8.5 Present Acceptance Certificate for Test Software Installation N X 3 8.8.6 Sign Acceptance Certificate for Test Software Installation N X 3 8.8.7 Return Acceptance Certificate for Test Software Installation Y X At t a c h m e n t n u m b e r 3 \ n P a g e 1 6 o f 4 0 It e m # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 17 3.4 Acceptance Certificate Procedure Upon completion of a deliverable, Motorola shall provide an Acceptance Certificate (Attachment E of this proposal estimate) for sign-off to the City. The City shall be responsible for final review and testing of said deliverable. Document deliverables and deliverables consisting of time shall be deemed accepted when the documents are delivered or when the time is provided. If a submitted deliverable does not perform to the requirements specified for such deliverable, the City shall have fourteen (14) business days (or another reasonable time frame set during contract negotiation) after Motorola’s submission of the deliverable (“Acceptance Period”) to give written notice thereof to Motorola specifying the deficiencies in detail. Motorola shall use reasonable efforts to promptly remedy any such deficiencies. After completing any such remedy, Motorola shall resubmit the deliverable for review and testing as set forth above. Upon accepting any deliverable submitted by Motorola, the City shall provide to Motorola a written acceptance of such deliverable. Notwithstanding the foregoing, if the City fails to reject any deliverable within the Acceptance Period in the manner described above, said deliverable shall be deemed accepted at the end of the Acceptance Period. 3.5 Change Order Procedure Motorola will maintain the SOW with formal documentation denoting agreed upon changes. The City and Motorola will maintain copies of all Change Orders. Any alteration to the SOW that causes an increase or decrease in the time or cost required for the performance of any part of this SOW shall not become binding until both the City and Motorola have agreed upon an equitable adjustment and the SOW has been modified in writing accordingly. The City and Motorola must sign any proposed change orders. When this is accomplished, the change order will be incorporated as an official change to the project. A change order process shall control changes in scope of the SOW. If the City does not have a standard Change Order Request form, the Change Order Request form (Attachment D of this document) can be used for all change order requests. Attachment number 3 \nPage 17 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 18 4.0 Software Deployment · Software Installation o Production o Test Motorola will install the database software on the configured database server(s) and configure the database for high availability. Motorola will validate the hardware is ready for software installation using the CSR server specifications as a guideline. The City will provide an export of the existing production CSR database for the initial data migration into the CSR test database. Motorola will configure the following servers in the production environment (in pre-production mode): · CSR Production Database · CSR Production Application Servers · CSR Production Cognos Server · CSR Production Application Hub Server · CSR Production Knowledge Base Server · CSR Production Citizen Web Server Motorola will be responsible for configuring the Load Balancer hardware with virtual IP addresses for the various CSR servers to provide a high availability environment for each of the servers. Motorola will certify the production environment’s readiness and the City will confirm the production environment’s readiness. The readiness of the production environment will be acknowledged via a signed Acceptance Certificate for Production Software Installation. Prior to the City going live using the new production environment, the following environments will be configured using the production environment as a basis for deployment: · Test Motorola will certify the environment’s readiness, and the City will validate each environment’s readiness. This validation will be acknowledged via a signed Acceptance Certificate for Test Software Installation. Attachment number 3 \nPage 18 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 19 5.0 System Access Testing Motorola will work with the City project team to conduct system access testing based on a sampling of workstations from different departments and/or sites. The City will identify a testing workstation at each department/site, and the Motorola Configuration Lead will conduct testing to benchmark the following characteristics: · System login · Service request query · Location validation · Service request save · Service request mapping · KB search The City is encouraged to tailor the benchmark characteristics to fit their business. These benchmarks will be used for comparison when the City is experiencing performance issues with the system. For example, if the system login normally takes three seconds per the benchmark, and system login is taking ten seconds, then that provides a tangible measurement of the performance issue for inclusion in the helpdesk case notes. After the review of the documented benchmark timings, the review will be acknowledged via a signed Acceptance Certificate for the System Access Testing. 6.0 Data Migration Motorola’s data migration process involves three steps for each data migration run. First, the pre-migration step is executed to prepare the source data. This step is meant to deal with any data preparation before the CSR SQL Server data is migrated into the CSR Oracle database. Second, the core migration step is executed to move the CSR SQL data into the CSR Oracle database. This utilizes a data mapping at the table and column level between CSR SQL Server and CSR Oracle database and physically transforms (as appropriate) and moves the data. Third and final, the post-migration step is executed to upgrade the CSR SQL database to the CSR Oracle database. This deploys all the source code changes and table structure changes from all product releases between the CSR SQL version and CSR Oracle version. Attachment number 3 \nPage 19 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 20 7.0 Training Motorola’s BSA will provide administrative training on the new features of the PremierOne CSR while on-site for the project. 8.0 Citizen Web Portal Configuration Motorola will configure the Citizen Web Portal and apply the City’s web design guidelines as indicated by the City. At the completion of the Citizen Web Portal Configuration, the City will acknowledge completion via a signed Acceptance Certificate for Citizen Web Portal Configuration Completion. 9.0 Interface Deployment Motorola will work with the Interface Technical Analysts to deploy the existing Cityworks for testing and verification by the City. The Cityworks interface will be configured in the cloud environment and will be accessible via a web service endpoint using HTTPS protocol. The City will be responsible for insuring that the current Hub-enabled interfaces are capable of communicating via HTTPS web services with the hosted Application Hub server in the cloud. Further, the City will provide an HTTPS web service for the hosted Application Hub server in the cloud to call for any transactions destined for the Cityworks system. The City will certify the Interface Deployment as complete and will acknowledge this certification via a signed Acceptance Certificate for Interface Deployment Completion. The City of Augusta retains all rights to data entered into Cityworks and reports of statistical information derived from that system. At no time will Motorola share, deploy, or contribute information to any internal or external clients on reporting citizen engagement without the approval of the City of Augusta, GA. Web Services - Motorola can provide web services that enable the City to pull service request data in CSV format in table-based files on a nightly schedule, so the City would have local copies of service request data to incorporate in a data warehouse for mash- up reports or other applications. As part of the upgrade project, any existing CSR interfaces would be configured and deployed in the Motorola Cloud with any on-site server components needed to enable the interface. For example, Cityworks would need to have its secure web services exposed over the Internet for the Motorola Cloud Application Hub (Hub) to access. Of course, the City can lock down the secure web services to the IP address(es) for the Hub server. Further, Hub does not care what events are passed between CSR and an external system. Attachment number 3 \nPage 20 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 21 Hub is simply the connective piece that enables the two systems to communicate. Motorola is responsible for outbound communications to the City while the City is responsible for outbound communications to Motorola. If the City desires to create service requests via Hub, the City must provide CSR-friendly XML documents for each service request type associated with the interface. Basic interface configuration in the Motorola Cloud is presumed to be covered by the standard hosting services; however, if the City requires or dictates that a non-CSR-friendly XML format is required, then Motorola would require funding from the City to implement that outbound connector. The funding would vary based on complexity and interface requirements, but 40 hours would be a good ROM in terms of required funding. 10.0 Upgraded System Go-Live The Upgraded System Go-Live tasks include the development, review and approval of a Detailed Go-Live Runbook. This Runbook will contain all the various Augusta-specific steps to execute a successful Go-Live of the upgraded CSR system. These detailed steps will be reviewed by the City and Motorola and then approved by both parties as well. Once the Detailed Go-Live Runbook is approved, the City and Motorola will decide on a Go-Live date. Motorola will provide on-site support from one (1) Business Systems Analyst (BSA) for one (1) week following the Go-Live date. This support will include time spent both in the call center and in the departments. The time spent on-site will be used to troubleshoot and assist in resolving any issues identified with the configuration and functionality of PremierOne CSR during Go-Live. If major issues are still being experienced at the end of the 1st week of go-live support, Motorola will provide a 2nd week of on-site support to the City. 11.0 Post Go-Live Support Following the initial onsite support during the Go-Live week, Motorola will provide remote BSA support. This remote support will be accomplished via phone and E-mail and is intended to further assist in troubleshooting any issues encountered by City staff while using the PremierOne CSR application. The City will certify the Post Go-Live Support as complete and will acknowledge this certification via a signed Acceptance Certificate for Post Go-Live Support Completion. Motorola will also setup the test environment prior to Go-live as requested by the City based on the production system’s database and configuration settings. Once the test environment is accessible and verified by the City, the City will certify the Test Software Installation as complete and will acknowledge this certification via a signed Acceptance Certificate for Test Software Installation Completion. After the upgraded PremierOne CSR system has been live for no more than thirty (30) days, the support will transition to the CSR Help Desk for standard product maintenance and support. Attachment number 3 \nPage 21 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 22 12.0 PremierOne CSR Upgrade Assumptions · Motorola will implement and support SSL connection to the Hosting facility and be responsible for providing adequate infrastructure and response time within the hosting facility. Customer is responsible for providing adequate internal network infrastructure to ensure adequate response time from inside their respective LAN and WAN. · Cloud service fees start when the upgraded PremierOne CSR system is provided in the production environment (in pre-production mode) to the City to start testing for the upgrade. · The cloud services are part of a three-year renewable contract. · No new reports development is included in the proposal, but the Cognos Reporting Lead resource will assist the City with issues in custom reports arising from moving from Microsoft SQL Server to Oracle for the database software. · As part of the ongoing Motorola maintenance contract, the City is entitled to receive an equal number of software licenses for the upgraded PremierOne CSR software at no cost. · Motorola is providing the data migration from the City’s current system to PremierOne CSR 4.4.x. The City to provide a CSR database export to Motorola. · Motorola and the City of Augusta will develop a mutually agreed to Statement of Work (SOW) for the upgrade and migration project. · Connected Bits will be upgrading and migrating the City’s current PremierOne CSR Citizen Mobile Apps into the Connected Bits cloud environment. · The City will complete all of the City tasks identified in the section titled, “Project Plan” of this document as specified to insure the project schedule is not impacted negatively. Attachment number 3 \nPage 22 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 23 13.0 Services Provided with Motorola’s Cloud Hosting Motorola Solutions offers its public sector customers a Managed Services solution, enabling them to deploy the PremierOne CSR Suite via a cloud model. The cloud solution combines the latest version of the PremierOne CSR application with all the underlying hardware and software infrastructure, database administration, technical support help desk and system recovery services necessary to provide a robust, technically-superior solution. Authorized users access CSR via an Internet SSL (Secure Socket Layer) connected web browser into the Motorola cloud system. Deploying CSR in a cloud environment offers numerous benefits to the City such as: · Lower Total Cost of Ownership (TCO) · Budget Stability and No Capital Investment · Application Scalability · Minimal Staffing Requirements · Deployment Speed and Ease of Access · Security of Mission-Critical Data CSR’s cloud model ensures a technically robust solution with minimal disruption to the City’s information systems operations. CSR version upgrades are handled automatically for hosted customers which means Motorola CSR Managed Services protects customers from technology obsolescence and minimizes overhead for the City’s information technology staff and resources. 13.1 Lower Total Cost of Ownership The City’s IT department is not the only beneficiary of a turnkey cloud solution. The Finance Department will welcome the benefits of the cloud solution as it lowers the total cost of CSR ownership since Motorola Solutions takes responsibility for ownership, operations and maintenance of virtually the entire solution. With Motorola Solutions responsible for the entire environment, obvious and not so obvious costs of ownership are eliminated with the cloud deployment model as outlined below. Attachment number 3 \nPage 23 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 24 · Hardware o Data Center Costs o Database Servers o Disk Storage o Tape Backup Systems o Uninterruptible Power Supply (UPS) · Software Licenses o PremierOne CSR Suite Licenses o Oracle Enterprise Edition o Red Hat Enterprise Linux o Backup System Software o System Monitoring Tools o Other Third Party Licenses · Hardware and Software Services, Support, Upgrades and Maintenance o CSR Server and User Software Maintenance o Oracle Software Maintenance o Red Hat Linux OS Maintenance o Third party Software Maintenance o CSR Server Hardware Maintenance o Hardware Infrastructure o Software Infrastructure o System Backup · IT Staff / Internal Labor o Database Administrators o Security Administrators o Network Administrators o VM Ware Administrators o Windows OS Administrators o Unix OS Administrators o CSR Application Hub Administrators o CSR Installation (Server & Workstations) o Server & Database Maintenance o CSR Application Patches and Upgrades o Server Backups Attachment number 3 \nPage 24 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 25 o Oracle Software Upgrades o Server OS Upgrades o GIS Data Upgrades o Program / Project Management o Application Administration · Professional Services o Install CSR Database o Configure Service Request Types o Configure CSR Interfaces o High Availability Server Installation · Data Storage · System Recovery 13.2 Budget Stability & No Capital Investment In a cloud deployment of the PremierOne CSR system, the City is billed for the system by a stable, predictable, annual fee that limits capital investment, is easy to budget for and only changes as the City adds incremental users or services. Further, since every City has Internet access for the City employees, there are no capital investments required to start using the cloud hosted PremierOne CSR cloud solution. 13.3 Application Scalability The PremierOne CSR cloud solution has been designed specifically for easy, structured scalability to keep up with the City’s evolving usage requirements. Virtual server farms are setup with capabilities for both horizontal and vertical scaling depending on the requirements and circumstances applicable for the cloud server components. Building in capacity for successfully managing through a crisis or natural disaster is part of the hardware planning methodology, because Motorola understands that its customers cannot predict the critical event timing, intensity or duration. Attachment number 3 \nPage 25 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 26 13.4 Minimal Staffing Requirements Because Motorola Solutions implements and maintains the PremierOne CSR solution, the City frees up its hard-to-recruit-and-retain IT resources, allowing these resources to focus on core business activities. The City IT resources do not have to deal with the implementation and maintenance of third-party software and its underlying infrastructure requirements. Motorola Solutions built on its decades of experience working with local, state and federal governments to develop the CSR system as a public sector solution. As a result, Motorola has the deep domain, market and application expertise to successfully implement, deliver and maintain the CSR system. The Motorola Solutions data centers feature Database Administrators with deep expertise in Oracle databases as well as the database settings specific to the CSR application. The cloud support team is the same individuals that extend and implement solutions within the CSR application and have direct access to CSR Engineering developer resources. When problems arise, the cloud support team does not have to go to a third party to access to the application owners and developers – they are the application owners and developers and can resolve reported problems quickly, precisely and conclusively. 13.5 Deployment Speed and Ease of Access The PremierOne CSR cloud offering is a turnkey solution that utilizes a robust backend infrastructure and network that is already in place and deployed for other large public sector customers. Since the cloud solution is available via SSL over the Internet, access to the CSR application is available quickly to City users from their offices, homes and any other Internet-enabled locations. After initial implementation is complete, the cloud team resources will perform fast, inclusive upgrades and maintenance fixes to the CSR application and infrastructure. In addition to future releases of the CSR application itself, the cloud support team is developing a suite of service offerings to help cloud customers meet the demands of City management and broader citizen engagement activities. Attachment number 3 \nPage 26 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 27 13.6 Security of Mission-Critical Data Motorola Solutions understands how important it is to protect valuable, mission-critical, proprietary data from prying eyes and external attacks. Privacy is king in the commercial world, and Motorola works extremely hard to make sure its Intellectual Property remains secure. Motorola has constructed extensive security measures within the hosted architecture, best defined by the following categories: · Physical Security – Motorola Solutions data centers offer extensive physical security including keycard-access-controlled grounds, buildings and rooms. · Network Security – The cloud network makes use of multiple firewalls to protect the City’s data from both internal and external attacks. · Data Security – The City’s core data is segregated by separate, independent database instances. When data is in a shared database environment, the access to the database is restricted to system users only and the hosted applications control access via row-level access security. · Application Security – The CSR application provides an additional layer of security by requiring individual user names and passwords to gain access. Additionally, the CSR application supports granular user administrative control through group membership and service request type permissions. The City of Augusta retains all rights to data entered into the PremierOne CSR and Cityworks applications and reports of statistical information derived from that system. At no time will Motorola share, deploy, or contribute information to any internal or external clients on reporting citizen engagement without the approval of the City of Augusta, GA. Attachment number 3 \nPage 27 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 28 14.0 Service Offerings Available with Cloud Hosted Solution Motorola’s Service Offerings, as previewed at the CSR User’s Group Conference last year, are value-added capabilities added to the PremierOne CSR solution that are exclusive for our cloud hosted customers. These will be delivered on a mutually agreed to schedule between Motorola and the City of Augusta. Motorola will implement the Service Offerings “as is” for its cloud customers at no additional cost to the customer. With that said, if a customer desires additional feature/functionality for a Service Offering, Motorola reserves the right to identify a cost for the expanded capability. These are the initial service offerings we have developed for our cloud customers to help address their requirements to provide service to their departments and citizens. The customer the service offering was developed for is usually the primary field tester for the feature and once approved is made available to other customers requesting the feature/capability. Below are the Service Offerings features and functionality currently available or in testing as noted. · Merge Resources – robust and configurable processes to merge resources to enable more concise and accurate resource information for Outreach campaigns and Citizen Engagement. · Service Delivery Ratings – feedback on service delivery performance to gauge areas of improvement. · Live Maps – near-real-time visualization of service request information for Citizens with hooks to support Citizen Engagement for SR Closure Confirmation, SR Reopening, SR Creation, SR Closure, etc. that is driven based on SR configuration. (See Live Maps screen shot below.) The Live Maps application is a cloud-only deployment hosted by Motorola; however, if the City would prefer to consume the data as a mapping service, Motorola can support that deployment method where the mapping service is hosted by Motorola and the City can project that data onto a City hosted application. · Load Resources – self-service process to load resource information for Outreach campaigns and Citizen Engagement. · Load Users – self-service process to support CSR expansion into other groups by automating new user creation. · Load Groups – self-service process to support CSR expansion or group reorganization. · Load Lists – self-service process to support list creation for new flex notes. · Scheduling (e.g., Bulk Trash Pickup) – scheduling rules to drive the automatic population of next available date for scheduled services including the ability to accept a preferred date and validate it against the established schedule. · Cost Tracking (i.e., labor, materials, equipment) maintain and derive costs by service request based on the labor hours, material usage and equipment usage to deliver the service. Attachment number 3 \nPage 28 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 29 · SR Configuration Services (e.g., Spot Reporters go-live SR configuration) – interface configuration for quarterly updates or other ad hoc updates to the Spot Reporters system. · EZ Events (e.g., interface error notification) – a flexible notification mechanism that allows an E-mail to be sent to multiple City individuals based on some error or other situation of interest. · EZ Stats (i.e., Performance, Metrics, and Accountability Report Suites) – reports targeted at summary data to help assess trends in service delivery in terms of performance, metrics and accountability. · EZ Tool – Manage KB (e.g., to implement KB document versioning) – new capability to version control web documents (excluding URLs) and provide service request workflow to drive KB document approval and KB document indexing. · EZ Tool – Delete SR (e.g., removal of test SRs) – process to remove service requests tagged with a special status that supports testing within the production system (e.g., as part of upgrade testing) or removing incomplete/bogus service requests input through external channels. Motorola will continue to build upon the Live Suite and EZ Suite frameworks to provide value- added capabilities for hosted customers. Near-term future objectives include the following: · Update Service Request Definitions between environments (e.g., Test to Prod) (Work in progress). Live Suite is Citizen Facing and External to CSR EZ Suite is Customer Facing and Internalized to CSR Attachment number 3 \nPage 29 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 30 Live Maps Attachment number 3 \nPage 30 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 31 Attachment number 3 \nPage 31 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 32 15.0 Pricing Pricing for the City of Augusta’s PremierOne CSR 4.4.x and PremierOne CSR Citizen Mobile Apps upgrade and cloud migration as outlined in the above Statement of Work and Exhibit A Service Level Agreement. Pricing does not include tax. 15.1 PremierOne CSR Upgrade and Cloud Hosting Migration Solution Component Description Price PremierOne CSR Software As part of the ongoing Motorola maintenance contract, the City is entitled to the annual usage of the same number of current software licenses for the upgraded PremierOne CSR software in the cloud hosted environment at no cost $0.00 Implementations Services PremierOne CSR upgrade implementation and migration services for Motorola’s cloud solution. Statement of Work (SOW) to be mutually agreed upon by Motorola and the City of Augusta. $0.00 PremierOne CSR and Citizen Mobile Apps Upgrade and Migration Costs $0.00 15.2 Annual Cloud Hosting Services Component Description Price Year One Annual Motorola Cloud Services for the PremierOne CSR solution and PremierOne CSR Citizen Mobile Apps. Cloud services are billed annually in advance. $70,000.00 Year Two Annual Motorola Cloud Services for the PremierOne CSR solution and PremierOne CSR Citizen Mobile Apps. Cloud services are billed annually in advance. $70,000.00 Year Three Annual Motorola Cloud Services for the PremierOne CSR solution and PremierOne CSR Citizen Mobile Apps. Cloud services are billed annually in advance. $70,000.00 Three Year Cloud Services Contract $210,000.00 Except for a payment that is due on the Effective Date, Customer will make payments to Motorola within twenty (20) days after the date of each invoice. Customer will make payments when due in the form of a check, cashier’s check, or wire transfer drawn on a U.S. financial institution and in accordance with the preceding payment milestones. Customer affirms that a purchase order or notice to proceed is not required for subsequent years of service. The Customer will pay all invoices as received from Motorola and any changes in scope will be subject to the change order process as described in this Agreement. At the time of execution of this Agreement, the Customer will provide all necessary reference information to include on invoices for payment per this Agreement. Attachment number 3 \nPage 32 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 33 16.0 Implementation Milestones The following table outlines the milestones based on the tasks and deliverables included in Section 3.3 Project Plan of the SOW document. Deliverable Name Sign Acceptance Certificate for Production Software Installation (Task 3.6) Sign Acceptance Certificate for Interface Deployment Completion (Task 6.3) Sign Acceptance Certificate for On-site Go-Live Support Completion (Task 7.9) Sign Acceptance Certificate for Test Software Installation (Task 8.8.6) Total Attachment number 3 \nPage 33 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 34 ATTACHMENT A – ACRONYMS / TERMINOLOGY • API – Application Programming Interface – method for accessing an application and providing or retrieving data • BSA – Business Systems Analyst • CSR – the Motorola PremierOne CSR software • ESRI – Environmental Systems Research Institute – standard third-party GIS software embedded within CSR • FAQ – Frequently Asked Questions • GIS – Geographic Information System – software used to validate locations, geo- code valid locations, and provide spatial reporting and/or visualization of CSR data • Hub or App Hub – the Motorola CSR Application Hub software to enable integration • LAN/WAN – Local Area Network / Wide Area Network • SLA – Service Level Agreement – expected duration for delivery of a service to support accountability ATTACHMENT B – PROJECT STATUS REPORT Attachment number 3 \nPage 34 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 35 PROJECT STATUS REPORT Client City of Augusta Project Number: Project PremierOne CSR Upgrade/Migration Week Ending: Month DD, YYYY To: CC: From: Date: Month DD, YYYY 1. Executive Summary 2. Accomplishments for Reporting Period · 3. Expected to be Completed Next Period 4. Concern/Issues and Decisions 5. Motorola Deliverables & Augusta Milestones ID Description of Deliverable Original Date Due Actual Date Completed Client Approval (Y/N) DELIVERABLES 1. 2. MILESTONES 1. 2. 3. 4. Attachment number 3 \nPage 35 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 36 PROJECT STATUS REPORT 6. Summary of Action Items Number Description of Issue Date Discovered Date to Resolve By Date Resolved 1 2 3 4 5 6 7 7. Change Requests for This Period CR# Date Initiated Description Change Estimated Days Customer Approved Customer Budget Approved 8. Miscellaneous Attachment number 3 \nPage 36 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 37 ATTACHMENT C – MEETING MINUTES City of Augusta PremierOne Upgrade/Migration Project <Meeting Name> Meeting Minutes Meeting Minutes Author Meeting Date Meeting Time Meeting Location Month DD, YYYY HH:MI AM TYPE OF MEETING FACILITATOR ATTENDEES Meeting Agenda · Topic 1 · Topic 2 Topic Topic 1 Presenter: DISCUSSION Details discussed at the meeting regarding Topic 1 Topic Topic 2 Presenter: DISCUSSION Details discussed at the meeting regarding Topic 2 ACTION ITEMS PERSON RESPONSIBLE DEADLINE Attachment number 3 \nPage 37 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 38 ATTACHMENT D – CHANGE ORDER FORM CHANGE ORDER # _____________ Date: Project Name: PremierOne CSR Upgrade and Migration Project Number: Customer Name: City of Augusta, Georgia Customer Project Mgr: Contract Number and Date No.: Date: In accordance with the terms and conditions of the above identified contract between Customer and Motorola Solutions, the following terms and provisions are mutually agreed to: Purpose of Change Order The purpose of this Change Order is to Contract Price Adjustments Original Contract Value: $ Previous Change Order amounts for Change Order numbers through through - - - $ This Change Order: $ New Contract Value: $ Completion Date Adjustments Original Completion Date: Current Completion Date prior to this Change Order: New Completion Date: Attachment number 3 \nPage 38 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 39 Changes in Equipment: (additions, deletions or modifications) Changes in Services: (additions, deletions or modifications) Schedule Changes: (describe change or N/A) Pricing Changes: (describe change or N/A) Customer Responsibilities: (describe change or N/A) Payment Schedule for this Change Order:(describe payment terms for this Change Order) Unless amended above, all other terms and conditions of the Contract shall remain in full force. If there are any inconsistencies between the provisions of this Change Order and the provisions of the Contract, the provisions of this Change Order will prevail. IN WITNESS WHEREOF the parties have executed this Change Order as of the last date signed below. Motorola Solutions City of Augusta, Georgia By: _________________________ By: __________________________ Name: _______________________ Name: ________________________ Title: ________________________ Title: __________________________ Date: ________________________ Date: _________________________ Reviewed by: Date: Motorola Solutions Project Manager Attachment number 3 \nPage 39 of 40 Item # 1 City of Augusta Statement of Work Motorola Solutions Proprietary Page 40 ATTACHMENT E – ACCEPTANCE CERTIFICATE <Date> <Customer Representative’s Name> City of Augusta, Georgia <Address> <City, State, ZIP Code> Re: Milestone Acceptance Certificate Project: PremierOne CSR Upgrade and Migration Dear <Customer Representative’s Name>: Please recognize completion of this Project Milestone by signing below. This milestone is for <Milestone Name >. Kindly return a signed copy, confirming acceptance of this milestone to your Project Manager. Billing Event: □ This milestone is an invoice event. Signing of this certificate authorizes Motorola to invoice <Payment Milestone> for <$$,$$$>. The invoice will be generated upon receipt of this signed certificate. OR □ This milestone is a progress milestone only, no invoice will be generated. I want to thank you and your team for your continued cooperation in this project. We at Motorola look forward to continuing our relationship with your agency. Please do not hesitate to contact me with any questions or concerns. Sincerely, Project Manager Phone: The undersigned acknowledges completion of the < Milestone Name > milestone. City of Augusta: Signature: __________________________ Date: ______________________ Print Name: _______________________________ Title: _______________________________ Attachment number 3 \nPage 40 of 40 Item # 1 Exhibit A – Hosting Service Level Agreement Page 1 of 11 Exhibit A: Motorola Solutions Hosting Service Level Agreement (SLA) Attachment number 4 \nPage 1 of 11 Item # 1 Exhibit A – Hosting Service Level Agreement Page 2 of 11 Table of Contents Exhibit A: Motorola Solutions Hosting Service Level Agreement (SLA) .................................... 1 1. Period and Scope of Agreement .................................................................................................... 3 2. Motorola Services .......................................................................................................................... 3 3. Service Level Target Metrics ......................................................................................................... 8 4. Customer Responsibilities ............................................................................................................. 9 5. Definitions ................................................................................................................................... 10 6. Signatures .................................................................................................................................... 11 Attachment number 4 \nPage 2 of 11 Item # 1 Exhibit A – Hosting Service Level Agreement Page 3 of 11 1. Period and Scope of Agreement This Service Level Agreement outlines the key business services that Motorola will provide to the City of Augusta. Motorola will provide application, infrastructure, and operation support services for the software applications and functionalities outlined in the table below: Application/Functionality Description PremierOne CSR suite system licenses PremierOne CSR Licenses. Table 1: Motorola Supported Applications/Functionalities The Citizen Mobile Apps and PremierOne CSR Mobile App (city worker), provided by Connected Bits, will be hosted by Connected Bits through Amazon hosting services and integrated with the Motorola PremierOne CSR cloud hosting environment. The Connected Bits apps are not covered by this Exhibit A Service Level Agreement, however, Motorola will manage any trouble tickets to Connected Bits. This Agreement will become effective when signed by the City of Augusta and Motorola and will continue until the termination date specified in this Agreement. Application hosting services are provided on a subscription basis, and Motorola will bill the Customer annually in advance for the services covered under the scope of this Agreement. 2. Motorola Services Motorola will provide the services listed and described below to the City of Augusta in support of this Agreement: Motorola Services Service Included Facility Services Yes Operations/Monitoring Services Yes Application Administration Services Yes Software Maintenance and Upgrade Services Yes Application Recovery Services Yes Data Information Security Services Yes Network Services Yes Problem Management/Customer Service Yes Table 2: Motorola Services Attachment number 4 \nPage 3 of 11 Item # 1 Exhibit A – Hosting Service Level Agreement Page 4 of 11 Facility Services Motorola assumes all responsibility for the computing environment supporting the contracted applications. Motorola Regional Operations Centers provide the most current technology and procedures in information security and environmental control. Operations / Monitoring Services Applications provided by Motorola are supported by a 24x7 automated monitoring and alert system that notifies support teams in the event of an Application failure. Key customer contacts can be added to the notification list in the event of such a failure. Application Administration Services Applications provided under this Agreement will be the responsibility of Motorola. The Customer will have no ownership right, other than the access to use the application while the agreement is in effect. Motorola will own and manage the application, related databases, supporting computing hardware, and necessary operating systems. Support services are provided to maintain application availability and respond to Customer input within the agreed-upon commitment levels. Touch labor and on-call personnel are provided by Motorola to achieve these service levels Software Maintenance and Upgrade Services Software maintenance and upgrade services are included in the scope of services provided by Motorola. All upgrades are made available to the City when released and Motorola will coordinate with the City to implement the upgrades. There are no set number of upgrade that are released each year. Motorola will provide, at its discretion, software updates to supported applications as applicable. Updates include: · Supplemental Release – Minor release of PremierOne CSR Software that contains primarily error corrections to an existing Standard Release and may contain limited improvements that do not affect the overall structure of the PremierOne CSR Software. Depending on Customer’s specific configuration, a Supplemental Release may not be applicable. Supplemental Releases are identified by the third digit of the three-digit release number, shown here as underlined: “1.2.r3.” · Standard Release – Major release of PremierOne CSR Software that contains product enhancements and improvements. Standard Releases are identified by the second digit of the three-digit release number, shown here as underlined: “1.2.r3.” Motorola will provide available supplemental or standard releases without additional license fees or Hosting service fees at its discretion and in a timeframe that is beneficial to all parties involved. All services will be performed in accordance with a mutually agreed upon schedule. Supplemental and Standard Release updates will be provided for the current Product Release only. A “Product Release” is defined as a major release of PremierOne CSR Software considered to be the next generation of an existing product or a new product offering. Product Releases are identified by the first digit of the three-digit release number, shown here as underlined: “1.2.3.” For example, upgrades from Release 4.3.0 to 4.3.r1 or 4.4.0 will be provided under the scope of this Agreement. An upgrade from Release 4.3.0 to 5.0.1 may not be provided under the scope of this Agreement and may be subject to additional license fees or Hosting service fees. If a question arises as to whether a Product offering is a Attachment number 4 \nPage 4 of 11 Item # 1 Exhibit A – Hosting Service Level Agreement Page 5 of 11 Standard Release or a Product Release, Motorola’s opinion will prevail, provided that Motorola treats the Product offering as a new Product or feature for its end user customers. Motorola does not warrant that a Release will meet the Customer’s particular requirement, operate in the combinations that the City will select for use, be uninterrupted or error-free, be backward compatible, or that all errors will be corrected. Full compatibility of a Release with the capabilities and functions of earlier versions of the Software may not be technically feasible. If it is technically feasible, services to integrate these capabilities and functions to the updated or upgraded version of the Software may be purchased at the Customer’s request on a time and materials basis at Motorola’s then current rates for professional services. Application Recovery Services Motorola provides the following standard Recovery Services. · Infrastructure recovery processes integrated within monitoring and backup infrastructure services. · Offsite tape rotation and retention process. · Templates for the creation of application specific System Recovery Plans, Test Plans, and Business Impact Analyses. Attachment number 4 \nPage 5 of 11 Item # 1 Exhibit A – Hosting Service Level Agreement Page 6 of 11 Business Continuity Services Motorola provides full coverage of subscribed/licensed Production services to maintain Business Continuity in the event of a failure and declared disaster in the primary Motorola hosting facility. This service excludes any applications that are hosted outside of the primary Motorola hosting facility as well as any Test services hosted inside the primary Motorola hosting facility. In the event of a Severity Level 1 problem, Motorola will make every attempt to restore Production services in a timely manner. If the Severity Level 1 problem persists for an extended time, Motorola may, at its sole discretion, declare a disaster. In the event of a declared disaster, Motorola will notify Customer’s primary point-of-contact via email. This service supports a Recovery Time Objective (RTO) of four (4) hours, meaning that within four (4) hours of a declared disaster, user connectivity will be restored at an alternative data center for Production services. Additionally, the Recovery Point Objective (RPO) is four (4) hours, meaning that no more than four (4) hours of data would be lost prior to the declared disaster. While a four (4) hour RTO and four (4) hour RPO are the standards associated with this service, Motorola will take actions to reduce both the RTO and RPO as much as possible for a declared disaster. To practice preparedness for a declared disaster, Motorola will conduct coordinated Business Continuity Services testing annually on a mutually agreeable weekend. During the test, a live failover will be conducted in a manner to eliminate RPO and minimize RTO. At the end of the test, the Production services will be failed back to the primary Motorola hosting facility. Production data input during the test will be retained, so that the only impact to the customers will be the RTO for the initial failover and fail back operation. Any issues discovered during the Business Continuity Services annual test will be documented and mitigated with process, configuration and/or product changes. Motorola considers this part of their continuous improvement quality plan for its Production hosting services. Data Information Security Services Motorola manages the Application and associated Customer data under the same level of security as internal Motorola data with the following: · Security Planning. · Application and database security · Security of data on the system and end-user authority · Automated security monitoring · Access Control Lists for all computing systems · Security problem determination and resolution · Security audits and review of audit logs · Evaluation and review of new security software The City of Augusta retains all rights to data entered into the PremierOne CSR and Cityworks applications and reports of statistical information derived from that system. At no time will Motorola share, deploy, or contribute information to any internal or external clients on reporting citizen engagement without the approval of the City of Augusta, GA. Attachment number 4 \nPage 6 of 11 Item # 1 Exhibit A – Hosting Service Level Agreement Page 7 of 11 Network Services Motorola will implement and support SSL connection to the Hosting facility and be responsible for providing adequate infrastructure and response time within the hosting facility. Customer is responsible for providing adequate internal network infrastructure to ensure adequate response time from inside their respective LAN and WAN. For connectivity and/or performance issues, both Motorola and the Customer will support one another during research and testing efforts meant to isolate and identify the connectivity and/or performance issues. Problem Management/Customer Service Motorola provides problem management support for all application services covered by this Agreement. All problems encountered with services provided by Motorola should be directed to the point of contact identified as the primary contact for all interaction with Motorola and the Customer Service Help Desk. Problems will be assigned a severity level based on the criteria in table 3. Reporting of problems should be funneled through the customer’s designated primary points of contact. Customer shall assign an initial Severity Level for each error reported, either verbally or in writing, based upon the definitions listed in Table 3 Priority Severity Levels. Because of the urgency involved, Severity Level 1 or 2 problems must be reported verbally to the Motorola’s call intake center. Motorola will notify the Customer if Motorola makes any changes in Severity Level (up or down) of any Customer-reported problem.” Problem Severity Level Description Severity Level 1 Total System Failure - occurs when the System is not functioning and there is no workaround; such as a Central Server is down or when the workflow of an entire agency is not functioning. Severity Level 2 Critical Failure - Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work-around. Note that this may not be applicable to intermittent problems. Severity Level 3 Non-Critical Failure - Non-Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a reasonable workaround. Severity Level 4 Inconvenience - An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow. Table 3: Problem Severity Levels Attachment number 4 \nPage 7 of 11 Item # 1 Exhibit A – Hosting Service Level Agreement Page 8 of 11 3. Service Level Target Metrics Service Level Metrics in Table 4 apply to Hosting services rendered to the City of Augusta by Motorola. Motorola shall use all commercially reasonable efforts to meet or exceed the following service level targets for the Production environment: Measure Metric Target Comments PremierOne CSR Application Availability PremierOne CSR Application available for use · 99.0% Availability · Availability measured per Calendar Month · Twelve (12) hours of maintenance per calendar quarter are scheduled as follows: - First Sunday of the first full weekend of each month from 3-7AM CST. Problem Management Severity Level 1 Problem Resolved · 100% resolved within 4 Hours Refer to Table 3 for Problem Severity Level Descriptions Severity Level 2 Problem Resolved · 100% resolved within 12 Hours Refer to Table 3 for Problem Severity Level Descriptions Severity Level 3 Problem Resolved* · 80% resolved within 5 working days Refer to Table 3 for Problem Severity Level Descriptions Severity Level 4 Problem Resolved* · 75% resolved within 20 working days Refer to Table 3 for Problem Severity Level Descriptions Table 4: Service Level Target Metrics * Severity Level 3 and Severity Level 4 Problem Target Metrics apply to availability of Facility Services, hardware infrastructure, and Networks Services. All Severity Level 3 and Severity Level 4 Problems related to Software defects are subject to the Target Metrics outlined in the Maintenance and Support Agreement of the Master Contract. Motorola will provide to the City of Augusta a report that outlines the major root cause for all instance of unscheduled system downtime including the Service Credit(s) owe to the City of Augusta. This preliminary report is to be delivered within five (5) business days of problem ticket closure and a final report in ten (10) business days. Emergency response issues with data transferred to Cityworks will receive priority support as a Severity Level 1 as outlined in the above tables. Attachment number 4 \nPage 8 of 11 Item # 1 Exhibit A – Hosting Service Level Agreement Page 9 of 11 Service Credits for Severity Level 1 and 2 Problems a) System Availability. The City of Augusta shall receive a Service Credit if it experiences performance issues in which Production System Availability is less than 99.0% and the source of the performance issue is within the sole control of Motorola. All performance problem(s) will be resolved in accordance with Table 4: Service Level Target Metrics. b) Failure to determine source and/or remedy. If Motorola (1) is unable to determine the source of the problem within the time periods described in Table 4: Service Level Target Metrics and/or (2) is the sole source of the problem and is unable to remedy such within the time period described in Table 4: Service Level Target Metrics, Motorola will deliver a Service Credit to the City of Augusta for each two (2) hour period in excess of the time periods for identification and resolution described in Table 4: Service Level Target Metrics. c) Customer must request service credit. In order to receive any of the Service Credits, Customer must notify Motorola in writing within ninety (90) days from the occurrence of any event for which Service Credit is the remedy. d) Maximum service credits. In the event that Customer experiences downtime, in other than a catastrophic event, it shall be eligible to receive from Motorola a Service Credit. The aggregate maximum number of Service Credits to be issued by Motorola in a single calendar month shall not exceed ten (10) Service Credits. In the event of annual service payments, Service Credits will be issued at the end of the year for which payment was received. Where payment is made quarterly, Service Credits shall be issued for the quarter following the downtime or performance problem, unless the Service Credit is due in Customer’s final month of service. In such case, a refund for the dollar value of the Service Credit will be mailed to Customer 4. Customer Responsibilities Service Administration Customer is encouraged and requested to monitor system availability and report concerns as appropriate through a finite number of System Administrators. Customer and Motorola shall jointly determine the specific number of System Administrators who will interact with Motorola to effectively manage Motorola services. Once identified, Customer, via a Customer Registration Form, shall provide all necessary System Administrator contact information to Motorola, i.e., name, phone number, mobile phone number, pager number, email address, mailing address, and a secondary point of contact and their contact information. Customer shall provide the necessary resources to assist with the effective deployment, maintenance and administration of the application services (e.g. assistance with the scheduling of planned system maintenance activities). User Administration Customer is responsible for provisioning and maintaining appropriate end-users of the hosted application with all of the necessary facilities to adequately access and utilize the hosted application; including but not limited to, a Personal Computer (PC) with sufficient processing, memory and networking capabilities. Attachment number 4 \nPage 9 of 11 Item # 1 Exhibit A – Hosting Service Level Agreement Page 10 of 11 Network Services Customer is wholly responsible for the support, maintenance, and monitoring of Customer’s Local Area Network (LAN). Motorola may, at its discretion, isolate perceived performance problems (e.g., availability) to the LAN and provide relevant data to Customer; however, Motorola bears no responsibility to correct defects located within Customer’s LAN. 5. Definitions Hosting Services means hosting and support of PremierOne CSR software application functionality, for Customer access. Implementation Services means services to initiate, or change, Hosting Services, including, but not limited to, project management, equipment installation and setup, software installation and configuration and training. Services means Implementation Services and Hosting Services PremierOne CSR and CSR shall mean the Motorola PremierOne CSR Background Intellectual Property including the object code and all Foreground Intellectual Property related thereto. Downtime shall mean that the PremierOne CSR Application is not available via an Internet connection. Application Availability shall be measured as follows: (Total Minutes of the Month - Minutes of Scheduled Service - Minutes of Downtime) / (Total Minutes of the Month - Minutes of Scheduled Service). Service Credit shall mean two (2) hours of remote services work to be used at the sole discretion of the City of Augusta for any standard services work and the valuation of a service credit is the current services rate times two (2). Catastrophic Event shall mean any natural or man-made incident, including terrorism, which results in extraordinary levels of mass casualties, damage, or disruption severely affecting the population, infrastructure, environment, economy, national morale, and/or government functions. Attachment number 4 \nPage 10 of 11 Item # 1 Exhibit A – Hosting Service Level Agreement Page 11 of 11 6. Signatures The Parties hereby enter into this Agreement as of the Effective Date. Motorola Solutions, Inc. City of Augusta, Georgia By: ______________________________ By: ______________________________ Name: ___________________________ Name: ____________________________ Title: ____________________________ Title: _____________________________ Date: ____________________________ Date: _____________________________ Attachment number 4 \nPage 11 of 11 Item # 1 Public Safety Committee Meeting 2/12/2019 1:20 PM Contract to Purchase Fire Department Uniforms Department:Fire Department Presenter:Chief Christopher E. James Caption:Motion to approve the purchase of Fire Department uniforms through North America Fire Equipment Company, Inc., (NAFECO) and authorize the Mayor to sign the contract for the purchase Fire Department uniforms through North America Fire Equipment Company, Inc. (NAFECO). Background:The fire department provides uniforms for its certified personnel who are required to wear uniforms while on duty. Analysis:The fire department personnel periodically needs to replenish their supply of daily uniforms. Financial Impact:$183,000.00 yearly for the first two years. Alternatives:none Recommendation:Approve the purchase of Fire Department uniforms through North America Fire Equipment Company, Inc., (NAFECO) and authorize the mayor to sign a contract for the purchase of the Fire Department uniforms through North America Fire Equipment Company, Inc. (NAFECO). Funds are Available in the Following Accounts: 274034110-5311410 REVIEWED AND APPROVED BY:Cover Memo Item # 2 Finance. Law. Administrator. Clerk of Commission Cover Memo Item # 2 Attachment number 1 \nPage 1 of 22 Item # 2 Attachment number 1 \nPage 2 of 22 Item # 2 Attachment number 1 \nPage 3 of 22 Item # 2 Attachment number 1 \nPage 4 of 22 Item # 2 Attachment number 1 \nPage 5 of 22 Item # 2 Attachment number 1 \nPage 6 of 22 Item # 2 Attachment number 1 \nPage 7 of 22 Item # 2 Attachment number 1 \nPage 8 of 22 Item # 2 Attachment number 1 \nPage 9 of 22 Item # 2 Attachment number 1 \nPage 10 of 22 Item # 2 Attachment number 1 \nPage 11 of 22 Item # 2 Attachment number 1 \nPage 12 of 22 Item # 2 Attachment number 1 \nPage 13 of 22 Item # 2 Attachment number 1 \nPage 14 of 22 Item # 2 Attachment number 1 \nPage 15 of 22 Item # 2 Attachment number 1 \nPage 16 of 22 Item # 2 Attachment number 1 \nPage 17 of 22 Item # 2 Attachment number 1 \nPage 18 of 22 Item # 2 Attachment number 1 \nPage 19 of 22 Item # 2 Attachment number 1 \nPage 20 of 22 Item # 2 Attachment number 1 \nPage 21 of 22 Item # 2 Attachment number 1 \nPage 22 of 22 Item # 2 Public Safety Committee Meeting 2/12/2019 1:20 PM Inspection Process and Follow Up Procedure on Fire Department Facilities Department: Presenter: Caption:Discuss inspection process and follow up procedure after inspection on Fire Department facilities. (Requested by Commissioner Brandon Garrett) Background: Analysis: Financial Impact: Alternatives: Recommendation: Funds are Available in the Following Accounts: REVIEWED AND APPROVED BY: Cover Memo Item # 3 Nancy Morawski From: Lena BonnerSent Wednesday, February 06, 20L9 12:46 pM To: Nancy MorawskiSubiect FW: Public Safety Committee Importance: High Public Safety Committee agenda items, please see below.... Thx Lena J. Bonner Clerk of Commission Office of the Clerk of Commission Suite zzo Municipal Building 535 Telfair Street Augusta, Georgia go9o1 Tel: 7o6-8zr-18zo Fax: 7o6-8zr-1838 From: Com m issioner Bra ndon Ga rrett <BGa rrett@augustaga.gov> Sent: Wednesday, February 06,2019 LL:27 AM To: Lena Bonner <lbonner@augustaga.gov> Subject: Public Safety Committee 2 agenda items what is the procurement process for work being done on Fire stations? What is the inspection process and follow up procedure after inspection on FD facilities? Brandon Garrett Augusta Commissioner District 8 Attachment number 1 \nPage 1 of 1 Item # 3 Public Safety Committee Meeting 2/12/2019 1:20 PM Procurement Process for Work on Fire Stations Department: Presenter: Caption:Discuss the procurement process for work being done on Fire Stations. (Requested by Commissioner Brandon Garrett) Background: Analysis: Financial Impact: Alternatives: Recommendation: Funds are Available in the Following Accounts: REVIEWED AND APPROVED BY: Cover Memo Item # 4 Nancy Morawski From: Lena BonnerSent Wednesday, February 06, 20L9 12:46 pM To: Nancy MorawskiSubiect FW: Public Safety Committee Importance: High Public Safety Committee agenda items, please see below.... Thx Lena J. Bonner Clerk of Commission Office of the Clerk of Commission Suite zzo Municipal Building 535 Telfair Street Augusta, Georgia go9o1 Tel: 7o6-8zr-18zo Fax: 7o6-8zr-1838 From: Com m issioner Bra ndon Ga rrett <BGa rrett@augustaga.gov> Sent: Wednesday, February 06,2019 LL:27 AM To: Lena Bonner <lbonner@augustaga.gov> Subject: Public Safety Committee 2 agenda items what is the procurement process for work being done on Fire stations? What is the inspection process and follow up procedure after inspection on FD facilities? Brandon Garrett Augusta Commissioner District 8 Attachment number 1 \nPage 1 of 1 Item # 4 Public Safety Committee Meeting 2/12/2019 1:20 PM Minutes Department: Presenter: Caption:Motion to approve the minutes of the Public Safety Committee held on January 29, 2019. Background: Analysis: Financial Impact: Alternatives: Recommendation: Funds are Available in the Following Accounts: REVIEWED AND APPROVED BY: Cover Memo Item # 5 Public Safety Committee Meeting Commission Chamber - llzglzolg ATTENDANCE: Present: Hons. Hardie Davis, Jr., Mayor; D. Williams, Chairman; Garrett, Vice Chairman; Few and Sias, members. PUBLIC SAFETY 1. Motion to accept the GEMA FY2018 Grant for the Community Emergency Item Response Team and to update the EMA budget to include the $5,010. Action: Approved Motions il,"J:'" Motion rext Motion to approve. a._.-,._ Mr. Sias out. Commissioner CommissionerApprove Motion Passes Johnny Few Dennis Williams Passes 3-0. 2. Motion to accept the $5000 grant from Maddie's Fund and to approve the Be Item Still Displays, LLC. and Augusta Animal Services Contract using this fund Action: and authorizethe Mayor to sign the contract. Approved Made By Seconded By Made By Seconded By Motion Result Motion Result Motions fr'J:"' Motion rext Motion to approve. a.. Mr. Sias out. Commissioner CommissionerApprove Motion passes Johnny Few Dennis williams Passes 3-0. 3. Motion to approve the following emergency transport rates for the City of ItemAugusta ambulances Activities Charge. (Requested by Commissioner Action: Approved Attachment number 1 \nPage 1 of 3 Item # 5 Sammie Sias) 1. Patient Transport $1,150.00 2. Mileage Rate $16.50/per mile 3. Treat without transport $200.00 4. Insurance Company Payments: Patients will not be billed if the insurance payment is less than the charged amount. 5. City employees and family members will be billed only if non-city insurance applies. Motions Motion rr ,. m Motion;----- Motion Text Made By Seconded By'f'ype -.---- -" Result Motion to approve items 3 and 5 with no A -_-^_.^ balanced billing Commissioner CommissionerApprove cha.ged to the f,atients. Sammie Sias Johnny Few Passes Mr. Garrett votes No. Motion Passes 3-1. 4. Motion to approve the minutes of the Public Safety Committee held on Item January 8,2019. Action: Approved Motions X:l:"' Motion Texr Made By seconded By Motion'l'ype ----- -'t --------- -'t Result Motion to approve. ^ Mr. Sias out. Commissioner CommissionerApprove Motion Passes Johnny Few Dennis williams Passes 3-0. 5. Motion to approve Emergency Ambulance Service Fees and to direct staff to Item complete processes to allow for billing by Augusta Ambulances. Action: Approved Motions X:j*1" Motion Text Made By Seconded By Motion'l'YPe - ---- -'t Result Approve Motion to approve Commissioner Commissioner Passes items 3 and 5 with no Sammie Sias Johnny Few balanced billing charged to the patients. Attachment number 1 \nPage 2 of 3 Item # 5 Mr. Garrett votes No. Motion Passes 3-1. 6. Motion to approve an inmate telephone contract with Inmate Calling Solutions Item (ICS) for RCCI for a three-year term with two l-year options for renewal Action: (RFP 18-033). Approved Motions Y.:j^"' Motion Text Made By seconded By Motion'l'YPe -'---- -r Result Motion to approve. ^ IVIr. Sias out. Commissioner CommissionerApprove Motion passes Johnny Few Dennis williams Passes 3-0. www.augustaga.gov Attachment number 1 \nPage 3 of 3 Item # 5