HomeMy WebLinkAboutI-12 Staff Report - Approval of Utilities Customer Information System UpgradeUB CONSENT ITEM
I-12
TO: HONORABLE CHAIRPERSON AND MEMBERS OF THE AZUSA UTILITY
BOARD
FROM: MANNY ROBLEDO, DIRECTOR OF UTILITIES
DATE: JULY 20, 2020
SUBJECT: APPROVE A UTILITIES CUSTOMER SERVICE INFORMATION SYSTEM
SOFTWARE UPGRADE
BACKGROUND:
Azusa Light & Water’s (ALW) Consumer Service Division is currently operating on a Customer
Information System (CIS) software service provided by Systems & Software Inc. (S&S), which
was last upgraded in 2010. ALW is currently on Version 4.0 of the software which has reached
its end-of-life with regard to supported hardware limitations, and the recommended upgraded
Version 6.0 provides additional billing, call center, and customer interface functionality that is
expected to improve process efficiency and provide an enhanced customer experience. S&S was
selected pursuant to a competitive solicitation and has performed well to date, and changing
software vendors would be significantly more costly, including the implementation and testing of
a new system; therefore, Staff recommends upgrading to Version 6.0 in an amount not-to-exceed
$571,235 on a sole source basis.
RECOMMENDATION:
Staff recommends the Utility Board take the following action:
1)Approve a sole source purchase order with Systems & Software, Inc., as provided
under Municipal Code Sec. 2-520(b)(2), in an amount not-to-exceed i) $571,235 for
the software upgrade and implementation services and ii) $32,213 per year in
increased maintenance costs to support the upgraded version of the software.
ANALYSIS:
ALW Consumer Service Division is currently utilizing a CIS that has not been upgraded since
2010. The CIS is the center of operations for all customer service functions, electric and water
APPROVED
UTILITY BOARD
7/20/2020
Authorization to Upgrade Customer Information System
July 20, 2020
Page 2
services billing, utility payment processing, and field service work order management. The CIS
is also utilized as the main system of records for ALW’s new Advanced Metering Infrastructure
(AMI) system, with interfaces that have been programmed between the AMI Meter Data
Management System (MDMS) and the Regional Network Interface (RNI).
The recommended CIS upgrade to enQuesta Version 6.0 will include the following
enhancements:
Security Enhancements:
• Advanced user permissions
• Work queue security groups
• Seamless accounts payable integration
• Enhanced auditing capability
• Real-time monitoring and proactive alerting capabilities
• Enhanced encryption of customer data
• Advanced managed service capabilities
• Business continuity & disaster recovery capabilities Enhanced Customer Web and Mobile Application Interfaces: Version 6.0 includes a full end-to-end web-browser solution both deployable on-premise or on the Cloud. This will significantly increase speed and accessibility for end users. Also, the web and mobile application interfaces will provide customers with user-friendly access to billing and usage data and functionality.
Job Scheduler: Powerful auto-scheduling features that enable all enQuesta batch processes to
be run at any time. Processes such as billing, daily updates, and month end can now be
configured to run in a re-occurring fashion eliminating the need for any manual entry.
Electric Billing: The current complexities of the solar and time-of-use customer billing
infrastructure have been streamlined and simplified in Version 6.0. Additional billing and rate
related enhancements include:
• Level-Pay-Plan and Budget Billing functionality and tracking to assist customers avoid
large fluctuations in utility billing;
• On-demand Billing to manage one-time adjustments to customer bills;
• Billing Rate Algorithm Tool to assist management with cost of service analyses; and
• Batch Re-bill and Re-bill of Final Accounts functionality for use as required.
Jettison: The ability for the billing engine to automatically pull a bad account(s) and continue
processing the remainder of the batch which eliminates the need for manual intervention and
lost time.
FISCAL IMPACT:
The fiscal impact of this purchase order is $571,235 with an increase in the annual
maintenance cost of $32,213 per year. Funding will be provided under the Advanced Metering
Infrastructure Capital Improvement Project drawing 55% from Electric Fund Account 33-80-
000-730-7143 and 45% from the Water Fund Account 32-80-000-721-7148.
Authorization to Upgrade Customer Information System
July 20, 2020
Page 3
Prepared by: Reviewed and Approved:
Alicia Holmes Manny Robledo
Assistant Director of Utilities Director of Utilities
Customer Care & Solutions
Reviewed and Approved:
Sergio Gonzalez
City Manager
Attachment:
1) CIS Upgrade Proposal
Base Upgrade Cost:
Includes all Professional Services Costs, Cognos 11
Upgrade and "Train the Trainer"$464,420
Optional Items:
Includes:
WebConnect Upgrade $144,920
Subtotal:$609,340
Discount:-$78,105
Total: $531,235
Estimated Travel:
16 Trips
$2,500 per trip $40,000
Yearly Maintenance Increase:$32,213
Enquesta 6 Upgrade Pricing
Note:
Prices provided for standard base upgrade are for budgetary purposes only and are subject to
change upon final statement of work and scope provisions. S&S intends do identify and define
any additional scope prior to contract. Examples of additional scope that may require additional
analysis and affect price are things such as a conversion to enQuesta Multiple A/R, the addition of
any new interfaces, and other non-standard work that Azusa may desire.
Based on hardware environment selections, additional database licenses (Oracle) and/or
software licenses (RedHat) may be required.
Attachment 1
Item
Selected?
Service Component Description Service
Cost
License
Cost
Maintenance
Cost
Combined Cost (Service,
License, and Maintenance)
Notes
Yes On Premise Server Upgrade (Legacy Version 4 to Version 6)If your servers are hosted on premise, S&S will work with you to order and provision the equipment needed to
keep you current, backed up and running efficiently with enQuesta Version 6. See below under optional
services if Azusa desires to migrate to the Cloud.
$16,400 $0 $0 $16,400
Required Best Practice and New Features Review (BPR) (Legacy Version 4 to Version 6)An onsite demonstration will be given of the Version 6 new features and a review of your enQuesta best
practices and pain points will be conducted to ensure that you are taking full advantage of Version 6 and
existing enQuesta features. New features demonstrations and a best practice review will be conducted in each
business/functional area using enQuesta, including the full module list shown below. New features to be used
and enQuesta process changes will be documented for configuration and testing purposes.
Account Management, Document Designer Utility Billing, Job Scheduler, Rate Management, Financial
Management, Skeletal G/L, Credit & Collections, Device Management, Workflow Scheduling, New Service –
Enterprise, Work Queue, Security C15& Auditing, Admin Portal, Reporting – Cognos, Customer Self-Service
(WebConnect), Donations, Tax Roll & Hydrant/Valve/Tap.
NOTE: this is not full business process analysis where we cover every business functional area of your Utility
(which is listed as an optional item below). Rather Azusa would be expected to provide a list of inefficient
areas or challenges to serve as an agenda for the BPR sessions.
$24,600 $0 $0 $24,600
Required Data Mapping and Conversion / DBA Services (Legacy Version 4 to Version 6) Data mapping for New Features, Data Cleansing and Execution of Conversion Iterations will be executed by
our Implementation Consultants, Conversion and DBA Leads.
- Certain New Features require data mapping rules to be discussed and established for converting from
existing Version 4 to Version 6 data structures.
- Data Cleansing scripts will be run and a cleansing plan will be provided for general data auditing/cleansing
purposes and also to ensure data integrity and compliance for Version 6.
- Four Conversion Iterations (two test conversions, one conversion for Simulation/UAT and one conversion for
Go-live) will be run, validated and balanced to prove out data cleansing activities and a successful cut over to
Version 6. Balancing activities include account-by-account data validation, reconciliation of system counts
between Versions 4 and 6, and bill parallels.
- Test/train refreshes will be performed as needed along with merging and maintenance of ongoing Utility's
Version 4 configuration with S&S Version 6 configuration.
$32,800 $0 $0 $32,800
Required enQuesta Product Configuration & Unit Testing (Legacy Version 4 to Version 6)S&S Implementation Consultants will configure the Version 6 target system according to the decisions made
re: New Features to be adopted and business processes that require changes. Unit testing will be performed
to ensure changes are ready for Functional and Integration testing.
$32,800 $0 $0 $32,800
Required Version 6 Deployment (including Interfaces and Azusa-specific programs) (Legacy
Version 4 to Version 6)
S&S Deployment engineers will deploy enQuesta version 6 to production, test and train environments as well
as fix packages to all environments during the testing phases.
Additionally, S&S Implementation Consultants will review current interfaces and Azusa-specific programs with
Utility to ensure a complete and accurate list is made. S&S interface specialists will then ensure interfaces and
programs have been upgraded to work with Version 6. Unit testing will be performed to ensure changes are
ready for Functional and Integration testing.
$41,000 $0 $0 $41,000
Yes enQuesta Analytics Report Upgrades (Legacy Version 4 to Version 6)An S&S Report Architect convert Version 4 reports to version 6** and provide general user support over the
course of the upgrade.
** Pricing is based on converting up to 50 reports. If more are needed, effort will be increased at the rate of
10 mins / report.
$5,125 $0 $0 $5,125
No enQuesta Analytics Training and Upgrade to Cognos 11 An S&S Report Architect will install and configure the latest version of enQuesta Analytics & provide 1-2 days
of training on the enQuesta Analytics new features.
$20,500 $0 $0 $20,500 Azusa has already upgraded.
Required enQuesta Version 6 Core Team Training S&S Implementation Consultants will provide 3-4 days of training on the enQuesta Version 6 New Features to
the Core Team (not to exceed 12 participants). This training will be provided before Functional and
Integration Testing to inform the Core Team how best to test the New Features.
$41,000 $0 $0 $41,000
Required Testing Services (Legacy Version 4 to Version 6)In addition to providing testing support, triage, fixes and organizational support during Functional and
Integration testing, S&S will provide Azusa with:
- over 500 standard test scripts to use for testing purposes.
- an online testing tool to manage testing progress and statistics during the testing phases.
$49,200 $0 $0 $49,200
enQuesta Version 6 Upgrade Pricing Sheet
Prepared by: Dan Barry
Date: June 26, 2020
Pricing expires on: September 30, 2020
BASE UPGRADE
AZU enQuesta 6 Upgrade Budgetary Proposal -05202020 Pricing expires on Sep-30-2019
Item
Selected?
Service Component Description Service
Cost
License
Cost
Maintenance
Cost
Combined Cost (Service,
License, and Maintenance)
Notes
Yes enQuesta Version 6 Train-the-trainer An experienced S&S Trainer will train Azusa training resources on how to train end users on the enQuesta
Version 6 New Features. Note that this is primarily a training class on how to train small/medium to large
groups of staff effectively, versus a repeat or supplement of enQuesta v6 training. It is assumed that the Utility
Training resources have attended the enQuesta Version 6 Core Team training.
Note that if Azusa chooses the optional, full-service End User Training below, Train-the-trainer should be de-
selected in favor of End User Training (since we don't do both).
$4,920 $0 $0 $4,920
Required Simulation / User Acceptance Testing (UAT) one month)Combination of onsite and remote S&S project staff to prepare and orchestrate a go-live simulation and for
both team to ensure data integrity and accuracy of the conversion / cutover process. After the go-live
simulation, Azusa staff will execute 1-3 weeks of User Acceptance or "Day in the Life" testing as a final
verification of the Version 6 solution. S&S Implementation Consultants will support UAT onsite and/or
remotely depending on the project schedule.
$36,900 $0 $0 $36,900
Required Go-Live (one month)S&S Implementation Consultants onsite during pre and during go-live to ensure successful launch and support
of Azusa staff. This will provide greater comfort and ensure Azusa team's autonomy.
$57,400 $0 $0 $57,400
Required Post-Go Live (one month)Dedicated S&S Implementation Consultants post go-live (combination of onsite and remote) to ensure clean
hand-off to our Support department.
$16,400 $0 $0 $16,400
Required Project Management (Legacy Version 4 to Version 6)An experienced project manager will be tasked with the execution and expediency of the project from start to
finish.
$76,875 $0 $0 $76,875
Required Miscellaneous 3rd Party Licenses Various 3rd parties that will be used to accomplished the work and setup the automation and web conversions
(i.e. WebFast, etc.).
$0 $29,000 $7,250 $36,250
$435,420 $29,000 $7,250 $471,670
Item
Selected?
Service Component Description Service
Cost
License
Cost
Maintenance
Cost
Combined Cost (Service,
License, and Maintenance)
Notes
Yes New Capricorn Self-Serve Portal for Utility Clients + Admin Dashboard This is a new web portal offering that is completely responsive design and works on all major web browsers.
All base modules are included and a more in-depth demo of this can be presented as required.
$57,605 $42,460 $21,230 $121,295
Yes Capricorn App Mobile application for the Capricorn Application $8,200 $10,000 $2,000 $20,200 The Capricorn app will be created by both Systems and
Software and Silverblaze. We will help your utility
deploy it to the app store.
Yes SQL Licenses for Capricorn Licenses to run Capricorn in your utility $6,975 $1,733 $8,708 These prices are based on Azusa purchasing licenses
through Systems & Software. If purchased directly
through third-party, pricing is $10,371 per year.
No WebConnect Portal Azusa will be using the WebConnect Portal for Payments and forms. $8,200 0 0 $8,200
Required Project Management (Legacy Version 4.0 to Version 6)Project management effort will increase as optional items are selected in this section of pricing document. $19,680 $0 $0 $19,680
$85,485 $59,435 $24,963 $169,883
Item
Selected?
Service Component Description Service
Cost
License
Cost
Maintenance
Cost
Combined Cost (Service,
License, Maintenance & Travel)
Notes
Required Travel Expenses This typically firms up as we collectively decide how much of this we would like to do on-site vs. remote. Our
preference is to allot at least 20 trips and generally we estimate around $2.5K per.
N/A N/A N/A $40,000
$0 $0 $0 $40,000
$520,905 $88,435 $32,213 $681,553
PREFERRED
PARTNER DISCOUNT
($78,105)N/A N/A ($78,105)
$442,800 $88,435 $32,213 $603,448
$442,800 $88,435 $0 $571,235Grand Total - Base Upgrade with Options and Travel *Maintenance not in the total - ($9,250.00 billed as
additional Maintenance at signing)
Total - Base Upgrade with Options and Travel
Grand Total - Base Upgrade with Options and Travel (after Discount)
Sub-total - Optional Products / Modules
Sub-total - Travel
OPTIONAL PRODUCTS / MODULES
TRAVEL EXPENSES
Sub-total - Base Upgrade
AZU enQuesta 6 Upgrade Budgetary Proposal -05202020 Pricing expires on Sep-30-2019