HomeMy WebLinkAboutC-3398 - Contractual Agreement (for Interactive Voice Response System)s5w, 0"
Washington, Lillian
From: Malkemus, Cathy
Sent: Monday, March 03, 2008 11:15 AM
To: Washington, Lillian
Cc: Malkemus, Paul; Everroad, Glen; Danner, Dennis
Subject: contract status
Page 1 of 1
Lillian - per your request of 2/25/08, I have researched the status of
the Professional Services Agreement with Tele -Works, Inc. to upgrade the Voice Response System and
Emergency Notification System (FirstResponder) which broadcast emergency and routine messages to
the citizens of Newport Beach by phone, email, voicemail, fax, text pager and telephone text (TTYFFTD)
that went to Council on 5/23/06. From what I understand, this contract was for
the delivery and/or installation of equipment only, has therefore expired, and is
not available and/or never existed.
Hope this helps with the updating of your records.
03/04/2008
� i C -3388
CONTRACTUAL AGREEMENT
To Fumish (Engineering, Consulting, Installation) Services
The City of Newport Beach
FOR
Tele -Works Voice Response Application Development and Integration for Interactive Services:
Building Inspection Scheduling, Utility Billing, Licensing, Receivables & e- Processing
THIS AGREEMENT, made and entered into this February 14, 2001, between the City of Newport
Beach, hereinafter called the "City ", and Tele- Works, Incorporated, hereinafter called the
"Consultant" as follows:
WHEREAS, the City wishes to implement an effective and reliable interactive telephone and
web service for the City's Building Department, Utilities, Licensing, and Receivables Billing &
Payment functions of Revenue Division; and
WHEREAS, the City desires to engage the Consultant to render the professional
consultation services described in this Agreement and the Consultant is qualified and willing to
perform such services; and
WHEREAS, sufficient authority exists in charter and statute and sufficient funds have been
budgeted for these purposes and are available and other necessary approvals have been obtained;
NOW, THEREFORE, in consideration of the mutual understandings and Agreements set
forth, the City and the Consultant agree as follows:
I. THE PROJECT
The Project consists of: Tele- Works, Incorporated of Blacksburg, VA will provide a
combination of hardware, software and services to enable Newport Beach Building Department to
automate communication and scheduling according to their field inspection process. The system
will also provide a Utility Billing Application to automate collections of payments for Newport Beach
Utility Services. The system will also provide a Licensing Application to automate the payment and
renewal of Licenses. The system will also provide a Receivables Application to automate the
payment of general receivables. All services (four applications in total) will be provided as specified
in the attached Scope of Work (Attachment A) and RFP Response Disclosures (Addendum 1),
hereby attached and incorporated into this Agreement, ( "Project Services ").
II. CONSULTANT'S SERVICES AND RESPONSIBILITIES
The Consultant will provide the professional and technical talent and hardware, software,
equipment and materials to provide said Project Services.
III. CONSULTANTS FEE & PAYMENT TERMS
As full compensation for the Project Services described in this Agreement, the Consultant
shall be paid a fee not to exceed $105,59500
0 f
Compensation will be paid according to the following terms:
• 25% following Notice to Proceed /Contract Signing /at issuance of Purchase Order
and commencement of work
• 25% at delivery of Application # 1 (i.e. Building Inspections)
• 15% at delivery of Application # 2 (i.e. Licensing)
• 15% at delivery of Application # 3 (i.e. Utility Billing)
• 15% at delivery of Application # 4 (i.e. Receivables)
• 5% upon completion of all Project Services
Project Services events associated with these payment terms can be found in the Implementation
Schedule & Services Timeline detailed in Attachment B of this contract.
IV. COMMENCEMENT & COMPLETION OF PROJECT SERVICES
The Consultant understands and agrees that time is an essential requirement of this
Agreement. The Project Services shall be completed as soon as good practice and due diligence
will permit. In any event, the Project Services shall be completed within eight months after the
Consultant receives notice to proceed, exclusive of time lost or due to delays beyond the control of
the Consultant including development of integration procedures by third parties.
V. TERMINATION
A. This Agreement may be terminated by either parry upon fifteen (15) days prior written
notice to the other party in the event of a substantial failure by the other party to fulfill its obligations
under this Agreement through no fault of the terminating party.
B. This Agreement may be terminated by the City for its convenience upon fifteen (15) days
prior written notice to the Consultant.
C. In the event of termination as provided in this Article, the City shall pay the Consultant in
full for Project Services performed from the date of the contract through to the notice of termination
plus any Project Services the City deems necessary during the notice period. Said compensation
shall be paid upon the Consultant's delivering or otherwise making available to the City all data,
drawings, specifications, reports, estimates, summaries and such other information and materials as
may have been accumulated by the Consultant in performing the Project Services included in this
Agreement, whether completed or in progress.
VI. INSURANCE
During the course of the Project Services, the Consultant shall maintain Workmen's
Compensation Insurance in accordance with the Workmen's Compensation laws of the State of
Virginia, and Comprehensive General Liability of $4,000,000 aggregate/$2,000,000 per
occurrence. The City will be an additional insured under the Consultant's Workmen's
Compensation and Comprehensive General Liability coverages. If requested by the City, the
Consultant shall provide proof of insurance with certificates, naming City as additionally insured,
of insurance to the City as evidence of compliance with this paragraph.
VII. EQUAL EMPLOYMENT OPPORTUNITY
In connection with the execution of this Agreement, the Consultant shall not discriminate
• •
against any employee or applicant for employment because of race, religion, color, sex, national
origin, or disability. Such actions shall include, but not be limited to the following: employment;
upgrading, demotion or transfer; recruitment or recruitment advertising; layoff or termination; rates of
pay or other forms of compensation; and selection for training, including apprenticeship.
VIII. PROHIBITED INTEREST
A. The Consultant agrees that it presently has no interest and shall not acquire any interest,
direct or indirect, which would conflict in any manner or degree with the performance of its services
hereunder. The Consultant further agrees that in the performance of the Agreement, no person
having any such interests shall be employed.
B. No official or employee of the City shall have any interest, direct or indirect, in this
Agreement or the proceeds thereof.
IX. GENERAL PROVISIONS
A. Independent Contractor. In the performance of the Project Services, the Consultant shall
act as an independent contractor and not as agent of the City except to the extent the Consultant is
specifically authorized to act as agent of the City.
B. Books and Records. The Consultant's books and records with respect to the Project
Services and reimbursable costs shall be kept in accordance with recognized accounting principles
and practices, consistently applied, and will be made available for the City's inspection at all
reasonable times at the places where the same may be kept. The Consultant shall not be required
to retain such books and records for more than three (3) years after completion of the Project
Services.
C. Ownership of Documentation. All customized plans, drawings, specifications and the like
relating to the said Project Services shall be the joint property of the City and Consultant. Upon
completion of the Project Services, or at such other time as the City may require, the Consultant
shall deliver to the City a complete set of materials and such a reasonable number of copies as the
City may request.
D. Responsibility: Liabili .
1. Professional Liability. The Consultant shall exercise in its performance of the
Project Services the standard of care normally exercised by nationally recognized organizations
engaged in performing comparable services. The Consultant shall be liable to the City for any loss,
damages or costs incurred by the City for the repair, replacement or correction of any part of the
Project Services which is deficient or defective as a result of any failure of the Consultant to comply
with this standard.
2. Indemnification. The Consultant shall indemnify and hold harmless the City and
its agents and employees from and against all claims, damages, losses and expenses, including but
not limited to attomeys' fees, arising out of or resulting from the performance of the Project Services,
provided that any such claim, damage, loss or expense (1) is attributable to bodily injury, sickness,
disease or death, or to injury to or destruction of tangible property (other than the Project itself)
including the loss of use resulting therefrom, and (2) is caused in whole or in part by any negligent
act or omission of the Consultant, any subcontractor of the Consultant, anyone directly or indirectly
employed by any of them or anyone for whose acts any of them may be liable. Such obligation shall
not be construed to negate, abridge, or otherwise reduce any other right or obligation of indemnity,
which would otherwise exist as to any party or person, described in this paragraph D.2.
In any and all claims against the City or any of its agents or employees by any employee of
the Consultant, any subcontractor of the Consultant, anyone directly or indirectly employed by any of
them or anyone for whose acts any of them may be liable, the indemnification obligation under this
paragraph D.2 shall not be limited in any way by any limitation on the amount or type of damages,
compensation or benefits payable by or for the Consultant or any subcontractor under workers' or
workmen's compensation acts, disability benefit acts or other employee benefit acts.
In the event it becomes necessary for the City to bring an action to enforce any provision of
this Agreement or to recover any damages the City may incur as a result of the breach of this
Agreement, including, but not limited to defective work, and the City prevails in such litigation, the
Consultant shall pay the City its reasonable attorney fees as determined by the Court.
E. Communications. All communications relating to the day - to-day activities for the Project
Services shall be exchanged between the respective Services representatives of the City and the
Consultant who will be designated by the parties promptly upon commencement of the Project
Services.
All other notices and communications in writing required or permitted hereunder shall be
delivered personally to the respective representatives of the City and the Consultant set forth below
or shall be mailed by registered mail, postage prepaid, return receipt requested to the parties at their
addresses shown herein. Notices hereunder shall be effective ten (10) days after mailing.
F. Assignment. The Consultant shall not assign this Agreement in whole or in part,
including the Consultant's right to receive compensation hereunder, withoutthe priorwritten consent
of the City; provided, however, that such consent shall not be unreasonably withheld with respectto
assignments to the Consultants affiliated or subsidiary companies, and provided, further, that any
such assignment shall not relieve the Consultant of any of its obligations under this Agreement.
This restriction on assignment includes, without limitation, assignment of the Consultant's right to
payment to its surety or lender.
G. Aoolicable Laws. This Agreement, and all questions concerning the execution, validity or
invalidity, capacity of the parties, and the performance of this Agreement, shall be interpreted in all
respects in accordance with the Charter and Code of the City of Newport Beach and the laws of the
State of California.
H. Entire Agreement. This Agreement shall constitute the entire agreement between the
parties hereto and shall supersede all prior contracts, proposals, representations, negotiations and
letters of intent, whether written or oral, pertaining to the Project Services unless otherwise
specifically stated herein.
IN WITNESS WHEREOF, the parties have caused this Agreement to be executed
by their duly authorized officers on the date first appearing above.
Entered into this14th day of February, 2001.
TELE -WORKS, INCORPORATED
Joan Nelson
Chief Executive Officer
ADDRESS:
Tele -Works, Incorporated
210 Prices Fork Road, Suite C
P.O. Box 663
Blacksburg, VA 24063
ATTEST:
I
os s (Print/type name)
Diffeleworks contract
CITY OF NEWPORT BEACH
HonKer Bludau
City Manager
ADDRESS:
City of Newport Beach
P.O. Box 1768
Newport Beach, CA 92658
ATTEST:
Title
APPROVED TO LEGAL FORM
By
Title 1
4� TELE - WORKS, INCORPORATED
Introduction:
C
PROJECT SERVICES
TELE -WORKS VOICE RESPONSE SOLUTION
INTERACTIVE TELEPHONE & WEB PROGRAMMING
This scope of work is based on the RFP submitted by Newport Beach, California for an Interactive
Voice Response System, hereinafter called the "Solution ", and Tele - Works, Incorporated of
Blacksburg, Virginia. The notice to proceed from the RFP /Response and negotiations includes
components to be incorporated into the Project Services and be the basis for this Scope of Work.
These components are as follows:
• 20 -Port Digital Line Base System
• Building Inspection Application
• Utility Billing Application
• Licensing Application
• Receivables Application
• 16 -Port TVR License
• e- Processing Credit Card Module
• Call Transfer
• Call -Out
• Print Capture
Due to the limitations of the Accela DatEx API, functional differences corresponding to the
responses to the original RFP specifications have been outlined in Addendum 1.
System Information
Tele- Works, Incorporated of Blacksburg, VA will provide a Solution developed with a combination of
hardware, software and services to be installed and serviced at the City of Newport Beach. The
Solution will reside on a scalable, upgradeable and multifunctional computer telephony platform (see
Hardware & Software details below), be networked with the direct assistance of the City tothe City's
LAN, and integrate with the City's telephone system, back office data solutions and the internet
network. The Solution shall be accessible via a WindowsNT GUI interface and administration utility
on the system through a password protected administrator log -on procedure.
The system will be programmed to allow citizens and customers to interact with the web -based
applications described below. For telephone interactions, 16 simultaneous and dynamically
allocated interactive TVR sessions are provided within this Agreement (via Tele -Works Voice
Response Licensing Software) with a 20 -port system configuration and integrated Fax -on- Demand
services.
In addition, TVR licensing provides sixteen (16) concurrent text-to-speech instances forweb -based
information that is not natural voice recorded. TVR will offer customers telephone input capabilities,
allowing the telephone userto submit information to the web via touchtone input forthe purposes of
navigation (following links), scheduling inspections (filling of form), or for sending messages (voice
file attachment to e- mail).
The Solution also includes Call Transfer, Call -Out and Print Capture functionality.
Application Development:
Tele- Works, Inc. is to develop, using open programming, the following application services (detailed
below), which will be available through the Solution. These applications include Building Inspections,
Utility Payment, Licensing Payment and Receivables Payment. These application services, using
convergent technology via Tele -Works Voice Response orTVR, will provide dynamic and interactive
information services via the telephone and in a web -based environment. Telephone users will use
any touchtone telephone to access the applications by dialing a local phone number. Personal
computer users will access the applications by connecting to the Internet via their ISP and using a
standard World Wide Web Browser interface (Netscape, Internet Explorer).
Building Inspection Application: The Solution will provide a Building Inspection Application
and will integrate with the City's Accela database. The primary purpose of the Building
Inspection Application is to provide the City of Newport Beach Building Department a service
to automate communication according to their field inspection process. The application will
allow customers to access building department information and services, schedule building
inspections, cancel inspections, and access inspection results. Otherfeatures are provided
as defined in the original IVR RFP and /or as further disclosed in Addendum 1.
Utility Billing Application: The Solution will provide a Utility Billing Application and will
integrate with the City's SUNGARD Pentamation OPEN SERIES ACTS Utility Database. The
primary purpose of the Utility Billing Application is to automate billing collections of municipal
utility services through a web and voice portal e- Commerce service. The application will be
accessible via telephone and web and allow customers to access accounts, view history,
and settle balances using the e- Processing Module (described below).
Licensing Application: The Solution will provide a Licensing Application and will integrate
with the City's SUNGARD Pentamation OPEN SERIES Licensing Database. The primary
purpose of the Licensing Application is to automate municipal licensing and payment
services through a web and voice portal e- Commerce service. The application will be
accessible via telephone and web and allow customers to renew and pay for municipal
licenses using the e- Processing Module.
Receivables Application: The Solution will provide a Receivables Application and will
integrate with the City's SUNGARD Pentamation OPEN SERIES Receivables Database.
The primary purpose of the Receivables Application is to automate collections of municipal
receivables through a web and voice portal e- Commerce service. The application will be
accessible via telephone and web and allow customers to renew and pay for municipal
services using the included e- Processing Module.
The applications will offer comprehensive and secure services by integrating with the City's back -
office data solutions via SUNGARD Pentamation e- AccessGOV integrations, available Application
Programmer Interfaces (API), or open data exchange standards, whicheverthe City and Contractor
deem most advantageous for application programming and development.
e- Processing Module: The applications described above integrate with the included e- Processing
Module. This module is responsible for secure transactions, account verification, and the
authorization of credit card payments from customer cardholder financial institutions to the City of
Newport Beach's Merchant Account using an industry leader in e- Processing Software (CyberCash).
Payment amounts will be reserved for the City of Newport Beach upon authorization of payment,
and will be transferred in batch amounts from cardholder accounts to the City's Merchant Account.
Simultaneously, upon payment authorization notification of payment will be routed back through the
application and will be posted to the associated data host for the transaction.
•
Hardware & Software:
•
Tele -Works systems are industrial grade passive backplane computers and use industry standard,
non- proprietary devices. The system architecture allows for the CPU to reside on a card, which
resides in one of the slots on the backplane computer. This configuration allows for CPU upgrades
in the future without a requiring a new chassis.
The hardware chassis boasts heavy -duty steel construction with rack- mountable options, shock -
resistant drive cages, adjustable hold -down clamps for ISA/PCI cards and other fault resilient
features that support continual operation.
Also included is one TW- Dialog24 digital voice board (1 Card = 24 Ports), TW- GammaLink fax
modems (for one inbound and one outbound fax -on- demand on fax enabled systems), and ACIS
v4.x software. One 3.5" disk drive, one 40X CD -ROM drive, and one HT -T3000 Backup Tape Drive
will be installed. Specific instructions for system tape and disk backup are provided in both the
training classes and in the user manual. Additional instructions are available through Tele- Works`
unlimited technical telephone support (included with warranty and current maintenance agreement)
and Operations Manual.
Physical /Environment:
Dimensions (WxDxHx)
19' x20 "X7"
482.6mmx508mmx177.8mm
Operating Temperature range:
0 C (32F) to 50 C (122 F)
Relative humidity:
5% to 95 %, non- condensing
Hardware Features /Components:
(1) Industrial grade, rack mountable
chassis- passive backplane platform
computer
(2) Intel Pentium III 600MHZ Processor
(3) 256 MB RAM
(4) Two (2) 8.4 GB IDE hard drives
(over 500 hours of voice storage, &
up to 8,950 pages of FAX
documents) for RAID storage.
(5) IDE RAID Controller (mirrors activity
on both hard drives for increased
fault tolerance)
(6) 9 ISA, 4PCI and 1CPU slot(s)
(7) 40X CD -ROM Drive
(8) 4 GB (8 GB compressed) internal
streaming tape drive
(9) Epson 440 InkJet Printer
(10) APC Back -UPS 300
(11) SVGA Monitor
(12) 101 enhanced key keyboard
(13) PS 12 Mouse
(14) All interface cable
Voice Board Detail: The system as bid shall use TW- Dialog24 digital voice boards (manufactured
by Dialogic Corporation of Parsippany, New Jersey), which have superior ratings in performance for
tone level detections, minimum tone duration and interdigit delay. The TW- Dialog4 also has the
lowest susceptibility to "talk off' in the industry, and leading -edge DTMF cut- through capability (to
account for a variety of different line levels, static and echo conditions, and DTMF tone length
requirements). The detailed operational and performance characteristics of the proposed system
relative to DTMF signaling and registration are as follows:
e
Min -max level per tone .....................
Minimum tone duration ....................
Interdigit delay (same digit) ..............
Interdigit delay (different digit) ..........
Talk off: Bellcore TR- TSY- 00763* ...
0
. -33 to -3 dBm
.40 ms
.40 ms
.0 ms
.<20 hits
* TR -TSY -00763 is a standard Bellcore test tape containing 3 hours of recorded voices known to
cause talk off. One hit means that the board interpreted voice frequencies as a DTMF digit.
• Printer: (1) Epson Ink -Jet printer
• Uninterruptable Power Supply (UPS): (1) APC battery backup (capable of up to 20
minutes of power to the system after power failure)
• Network Interface Card (NIC): 3COM Etherlink 101100 PC[ UTP- Provided for
connection of proposed system to the Citys local area network. The ACIS is designed
as a stand -alone system, as well as a networked solution. (Note: Tele -Works will not be
responsible for any problems associated with the City's network or the Tele -Works
ACIS as a result of network based problems).
• Streaming Tape Drive: The proposed systems include a Seagate 8GB IDE streaming
tape drive for content back up.
Other Software Components: (Current version numbers. Minor releases (4.x) are provided to all users
under maintenance or warranty)
• Automated Citizens Information System (ACIS) — version 4.6.7
• Tele -Works Fax Server— version 1.2.3
• Tole-Works Line Monitor —version 1.2.8
• Automated Text Information Communicator — version 4.0.3 (TDD Access Module)
• Database Utility — version 4.0.7. Interacts with a Microsoft database that is used to
store all message specific data in addition to statistics tracking. (Auto archived on a
monthly basis)
• Application Development Tools and Platforms: Artisoft Telephony Tools for voice
control. Dialogic 98.02 Voice Board Drivers, GammaFax 2.1 Fax Card Drivers
• Operating ftstem: The proposed Tele -Works system takes advantage of the robust
WindowsNT Workstation Ver. 4 operating system.
• Protocols and Standards Supported: All WindowsNTn" supported Networking
Protocols
• Co- Session — version 8.1.3 (for remote maintenance services)
Services:
Tele -Works will provide the City of Newport Beach with the necessary programming and
consultation services to comply with the contract and ensure Solution deployment.
Tele -Works will provide a one-year warranty and licensing on all materials and labor, which will
include the integration with the host, but does not include services necessary due to changes to
the host. After the first year warranty, the City can choose to extend the warranty and licensing
via the terms as indicated below:
Warranty and Maintenance: Your first year of warranty on the base system is included with
purchase. If options are added, then the maintenance price is based on price of the base
system, plus the price of the options. If system options are procured incrementally, additional
costs are not added to maintenance until the following term. Extended warranties are available
U
L
through optional maintenance agreements calculated at either 15% (year -to- year), or at 10%
(multi -year) of the total cost ($ 105,595) of the system less TVR licensing costs ($ 13,975).
Thus, your maintenance options are based on $ 91,620.
Year -to -Year (15% of $ 91,620) maintenance contract option is available: $13,700
Multi-year terms (10% of $ 91,620) including the warranty period are:
3 -Year Term: $18,300; 4 -Year Term: $ 27,500; 5 -Year Term: $ 36,600
Mandatory Annual TVR Licensing: TVR Licensing is paid annually, following the first year
licensing, which is included in your purchase. Licensing is based on 15% of the TVR / Text
Parser price and the number of TVR enabled (licensed) ports. For the proposed Project
Services, $13,975 represents the TVR software and 16- active ports. Thus, your annual licensing
contract is: $ 2,100
Tele -Works will provide complete installation, training and documentation.
Tool Kits:
To satisfy the City's request for productivity tools the following user functions are supported by
Tele -Works provided Tool Kits.
Prompt Script Editor: Native functionality built into the ACIS and TVR systems are telephone-
based administration tools. Administrators simply call into the system and select the TVR
application they desire to administrate. The system's administrative programming will playback
the series of application scripts and allow the administrator to manipulate the scripts using the
phone and a menu of administrator choices that coorespond to functions programmed into the
touchtone keypad. A printed list of the natural voice audio prompts can be generated to help
facilitate phone -based administration to these scripts (see below).
Telephone Call -Flow: Tele -Works will provide our programmed Software Development Kit
(SDK) that allows the system administrator to follow the course of a telephone enabled web
application. The software simulates the telephone application call -flow through a PC, and
provides the administrator an actual testing source for the development and editing of a phone -
enabled web application. The application phrases, that might be presented in recorded voice, or
in text -to- speech, can be printed out to assist in the in -house adjustment of scripts (see above).
Programming Languages:
The Web programming and development that dictates the function of e- government services,
such as the proposed Water — Utility Application, will be programmed in Perl, a standard open
programming language. This language is free of licensing costs and may be obtained at the
following sites: For Windows based systems: www.activestate.com
For all other Operating Systems: www.perf.com
The Ped language by itself is not a Software Development Kit. UltraEdit is an available Ped
programming toolkit. UltraEdit is a disk -based editor with a 16 -Bit version for Windows 3.x and a
32 -Bit version for Windows NT and Windows 95 (not Win32s). It includes useful features
including a Perl WordFile for Pert syntax highlighting. UltraEdit and retails for approximately $30.
For UltraEdit information: www.ultraedit.com
0 0
TELE - WORKS, INCORPORATED
IMPLEMENTATION SCHEDULE & PROJECT SERVICES TIME LINE
Ste
$%
Hardware & Service Related
I Application Development Related
Approximate Time: 30 days
Notice to
• Jointly plan installation date
TW Begin TVR 1 Application Development; Building
Proceed:
• TW: Build Platform according to
Inspection IVR
25%
installation schedule
TW/NB: Beggin in TVR 3, 4 Dialogues. Establish
Step
Ste 1
• TW: 30-60 Days prior to installation,
conditions and priorities for each application
consult on installation requirements.
• NB: Provide Accela Test Environment (if required)
• NB: Establish installation schedule
0 m
3 Party Integration
with staff; installation requirements.
Approximate Time: 60 -90 days
• Marketing Discussions
Initiate Application Development for TVR 2, 3, 4
Step 2
25%
• Professional Recordings (TVR 1)
. Provide data/test environment for TVR 2, 3, 4
• System Configuration
. System Configuration
. System Installation, On -Site Testing,
. TVR 1 Project Completion
Training, and Documentation
Prioritized development of remaining TVR 2, 3, 4
Approximate Time: 30-60 days each
15%
Step 3
15%
• Integrate e- Processing Module
. Continue Application Development for TVR 2, 3, 4
150%
• Assist with merchant account setup
• Remote Diagnosis Testing
• Assist with SSL Certificate
Receive /Accept Initial Change Orders
• Professional Recordings (TVR 2, 3, 4)
Apply Initial Change Orders
• Marketing Services
Approximate
Time: 30 days
Step 4
5%
0 Receive /Accept Final Change Orders
• Deliver all remaining Services
• Accept Final Change Orders
• Final Acceptance
• Application Project(s) Completion (TVR 2, 3, 4)
• Final Acceptance
Ll
J_
43 TELE - WORKS. INCORPORATED
RFP RESPONSE DISCLOSURES
As noted on Page 3, at the end of Tele- Works' Executive Summary response to the City of
Newport Beach Request for Proposal of an Interactive Voice Response system, certain web and
voice capabilities proposed are stated as contingent on the functionality of the Application
Programmers Interface(s) available from Accela, or associated database providers
In preparation for this contract with the City of Newport Beach, Tele -Works has worked with
Accela to obtain their API to provide said interface services to the Accela product. Accela's API
is called DatEx. Following execution of non- disclosure agreements, Tele -Works was able to
evaluate the DatEx API and compare its ability to provide the functionality requested in the
original RFP.
Important Notes:
1. Regardless of the IVR vendor working with the DatEx API, the API places intrinsic
restrictions on functionality. We have disclosed these restrictions below and how they
apply to the original specifications in the RFP. Our pre - emptive compliance statement
suggested that if no API support for a particular feature was supplied, the feature could not
be offered.
2. Accela's business model requires that DatEx API be purchased and licensed by the City on
an annual basis.
The original Newport Beach specification is provided first in italics. Tele -Works original
response, and updated disclosure is included below each specification.
Have the ability to provide the status of an inspection previously made to the customer,
including any inspector comments, by phone, by fax, or by email.
Original Response: Tele -Works complies without exception. If a customer inquires about
the status of an inspection, they can either singly or in conjunction with one another
request the results through the phone, request a fax be sent to them (Fax -on- Demand),
and /or request an email be sent to them provided that an email is listed for a user profile in
the database. TVR applications allow a customer to request a fax document that is
dynamic and contains only their information.
Disclosure: Results cannot be sent by email. There is no email field available from the DatEx
API.
Support request by date and AM or PM inspection request, and allow the customer the ability to
leave a call back number if he desires call back from the inspector with an approximate
inspection time.
Original Response: Tele -Works complies without exception. Once the Billing Inspection
System is accessed, the callers will be allowed to request a scheduled inspection or be
provided with choices (e.g. next available) when to schedule an inspection in
accordance with data records of the current inspection calendar. The caller can also
leave a call back number for the inspector to return their call with an approximate
inspection time.
Disclosure: AM/PM scheduling is not supported through the DatEx API... scheduling will
be done by date only.
Allow the ability to add a personalized message to a permit by either staff or the customer.
Original Response: Tele -Works complies without exception. Either a staff member or a
customer can make web -based as well as audio personalized messages regarding a
permit.
Disclosure: Comments by customers added through the web interface have an 80-
character limit due to the DatEx API. Comments by staff have a 24- character limit due to
the DatEx API.
The system should provide a caller scheduling, rescheduling or canceling an inspection with a
confirmation number. Describe how this would be done.
Original Response: A customer would be prompted to enter their confirmation number.
Upon verification of this number, the caller would then be given upcoming inspections
that have been scheduled. After giving the customer this information, they are given the
option of scheduling a new inspection, rescheduling an inspection that already exists,
and /or canceling an inspection.
Disclosure: DatEx does not use confirmation numbers... because of this, returning a
confirmation number to the customer would do no good, as it cannot be stored in the
database. Customers will access permits via the permit number and associated PIN
number.
The system shall allow an authorized caller the ability to receive inspection results and details
via Fax or E -mail or spoken word. Briefly describe how this function is set up and maintained.
Original Response: Tele -Works complies without exception. If a customer inquires
about the status of an inspection, they can either or in conjunction with request the
results through the phone, request a fax be sent to them, and /or request an email be
sent to them provided that an email is listed in a user profile in the database. As
described earlier, with the TVR application, all faxes sent to customers will be dynamic
in that it contains only their information (e.g. billing address, billing name, etc.)
Disclosure: No email information is available via the DatEx API, hence this feature will
not be included.
The system shall allow an authorized caller the ability to receive a complete inspection history
of all inspections for a specific permit via Fax or E -mail Describe how this would be set up.
Original Response: This process can be achieved the same as the above question.
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Disclosure: No email information is available via the DatEx API, hence this feature will
not be included.
The system should maintain a database of held inspector passwords for accessing and
updating an inspection. Describe how this is set up, maintained and changed.
Original Response: Our system provides separate access to an administrator and an
updater /inspector. An administrator is given a 5 -digit pass code to enter the system,
which gives them access to a pass codes database. The pass codes database allows
the administrator to specify who has access and update privileges to a specified range
of messages or individual messages. The administrator can alter this database at any
time.
Disclosure: The database of field inspector passwords is maintained and changed
through the existing Permits Plus application. These passwords can be accessed and
used in the web/phone application.
The system should have the ability to prompt an inspector that he has a message when they
dial into the 1VR. Describe how this is done.
Original Response: Tele -Works complies without exception. The system will allow for
messages to be attached to an Inspector's ID and code and thus will be notified that
he /she has messages when they dial into the IVR.
Disclosure: The DatEx API does not offer a function to accomplish this. Any other
means to attempt this would slow the performance of the application to unacceptable
levels. Voice messages will instead be attached to individual inspections. Inspectors will
be notified on the daily inspection schedule report as to which inspections have
associated voice messages. The inspector would need to call into the system to retrieve
these messages.
The system should be able to take input for an address and be able to verify if there is an active
permit for that address. Explain how this is done.
Original Response: Input can be taken via a touch -tone phone;....
Disclosure: DatEx API does not allow for searching by address.