REQUEST FOR PROPOSAL RFP 18-11 Customer Information … · prior to proposal opening time and date may make the proposal offer non-responsive to that portion of the RFP. Emailed or

PERSONS RECEIVING THIS RFP FROM THE INTERNET OR EMAIL MUST CALL (501) 377-1266

AND REGISTER THEMSELVES AS A POTENTIAL RESPONDER. PLEASE LIMIT TO ONE POINT

OF CONTACT PER RESPONDENT. REGISTRATION REQUIRES RESPONDENTS POINT OF

CONTACT, TITLE, EMAIL AND PHONE NUMBER. FAILURE TO REGISTER MAY RESULT IN

YOU MISSING AN AMENDMENT, AND A MISSING AMENDMENT MAY RESULT IN YOUR

OFFER BEING FOUND NON-RESPONSIVE.

REQUEST FOR PROPOSAL

RFP 18-11

Customer Information System (CIS) Replacement

Mailing Date

March 8, 2018

Submittal Due Date

April 19, 2018 11:00AM Central Time

AUTHORIZED CAW CONTACT PERSON

Elizabeth Tuck-Rowan, CPPO, CPPB, CPM, CPSD

Purchasing Manager

Purchasing Office

Central Arkansas Water

221 East Capitol Avenue, 3rd Floor

Little Rock, AR 72202

(501) 377-1266

[email protected]

mailto:[email protected]

TABLE OF CONTENTS

1. TIMETABLE .................................................................................................. 5

RFP Schedule ............................................................................................................. 5

Release Date of the Request for Proposals: March 8, 2018 .................................... 5

Cone of Silence ........................................................................................................... 6

Competition Intended ................................................................................................ 6

Pre-Proposal Conference ........................................................................................... 6

Proposal Due Date, Time and Location ................................................................... 6

2. SUMMARY OF REQUEST FOR PROPOSAL .......................................... 8

Purpose of RFP .......................................................................................................... 8

CAW Background ...................................................................................................... 8

Billing Partners .......................................................................................................... 9

Organizational Overview ........................................................................................ 10

CAW Customers ...................................................................................................... 12

CIS System – Background, Functionality, and Network ..................................... 13

Cashiering ................................................................................................................. 15

Customer Self Service Portal .................................................................................. 15

Business Intelligence ................................................................................................ 16

Electronic Bill Payment and Presentment .......................................................... 16

Bill Print (OPTIONAL) ........................................................................................ 17

Mobile Work Force Management System (OPTIONAL) ................................. 18

Hardware (OPTIONAL) ...................................................................................... 18

Summary of Operating Standard Volumes ........................................................ 19

CIS System Conversion ........................................................................................ 19

Participation by Disadvantaged, Minority-Owned and Women-Owned Business

Enterprises .......................................................................................................................... 19

Subcontractor Compliance Notice ....................................................................... 20

3. SCOPE OF SERVICES ............................................................................... 21

Scope Definition ....................................................................................................... 21

Project Goals ............................................................................................................ 21

EMA Role ................................................................................................................. 22

Anticipated Payment Structure .............................................................................. 22

CENTRAL ARKANSAS WATER CUSTOMER INFORMATION SYSTEM (CIS) REPLACEMENT 2

4. PROPOSAL INSTRUCTIONS ................................................................... 23

Proposal Instructions ............................................................................................... 23

Matrix of Attachments and Instructions ............................................................... 23

Proposal Format ....................................................................................................... 25

Proposal Cover Letter........................................................................................ 25

Executive Summary ........................................................................................... 25

Overview of the Proposed Solution .................................................................. 25

Overview of the Company, its Direction, Comparable Implementations and

References. ...................................................................................................................... 26

Project Approach & Methodology ................................................................... 27

Price Proposal Format ....................................................................................... 30

Miscellaneous Forms .......................................................................................... 31

5. SHORT LIST EVALUATION .................................................................... 32

Evaluation Procedures ............................................................................................. 32

Responsiveness Evaluation ...................................................................................... 32

Evaluation Scoring ................................................................................................... 32

Organizational Experience and Capacity (10 Points Short List/10 Points Final)33

CAW Expectations ............................................................................................. 33

Proposal Instructions ......................................................................................... 33

Proposal Evaluation ........................................................................................... 33

Project Approach & Methodology (30 Points Short List/20 Points Final) ......... 33




Functional and Technical Requirements (40 Points Short List/Not Applicable to

Final) ................................................................................................................................... 34




Implementation Pricing and Ongoing Cost of Ownership (20 Points Short List/20

Points Final) ........................................................................................................................ 35





6. EVALUATION AND CONTRACT AWARD ........................................... 37

Evaluation Procedures ............................................................................................. 37

Vendor Demonstrations (Not Applicable to Short List/30 Points Final) ............ 37

References and Site Visits (Not Applicable to Short List/20 Points Final) ......... 37

Basis of Contract Award ......................................................................................... 37

7. GLOSSARY .................................................................................................. 38 ATTACHMENTS


1. TIMETABLE

RFP Schedule

RFP Responder Selection Activities Planned Date

RFP Issued March 8, 2018

Pre-Proposal Conference March 19, 2018

Closing Date for Receipt of Questions / Comments March 21, 2018

CAW Response to Responder’s Questions March 27, 2018

Proposal Due Date April 19, 2018

Presentation / Demonstration Period for Top Responders June 4, 2018 – June 22, 2018

Best and Final Offer (if applicable) June 25, 2018

Notice to Proceed August 17, 2018

Project Start Date August 20, 2018

Estimated Go-Live May 25, 2020

Release Date of the Request for Proposals: March 8, 2018

All questions and requests for additional information concerning this Request for Proposals (RFP) must be

submitted in writing via email. All inquiries must be directed to Elizabeth Tuck-Rowan, the authorized

Central Arkansas Water (CAW) contact person at [email protected].

All questions must be received no later than close of business on March 21, 2018.

The authorized CAW contact person is the sole point of contact for this solicitation unless otherwise

instructed herein. Unauthorized contact with other CAW staff regarding the RFP may result in the

disqualification of the responder. Inquiries pertaining to the RFP must give the RFP number, time and date

of opening and the title of the RFP. Material questions will be answered in writing with an addendum,

provided, however, that all questions are received per Section 1.1 - RFP Schedule. It is the responsibility

of all responders to ensure that they have received all addendums and to include signed copies with their

proposal. Addendums can be downloaded from the CAW website:

(http://www.carkw.com/procurment-bids/purchasing/current-open-bids/).

In addition to addendums, the registered responders are required to download the native format copies of

the attachments which require respondent inputs. The registered responder will be sent a link, via email,

to download the native format files and addendums. Therefore, it is essential that each responder registers

their primary contact with the CAW procurement contact person.



http://www.carkw.com/procurment-bids/purchasing/current-open-bids/

Cone of Silence

CAW is imposing a Cone of Silence or “Prohibition against Any Unauthorized Communication or Contact”

with regard to this RFP solicitation. The Cone of Silence begins with the publication of this RFP document,

remains in place through selection and ends only after successful negotiations with the selected responder

have concluded in an executed contract. The Cone of Silence requires all communication concerning this

RFP document be directed to the authorized CAW contact person, except during any CAW sponsored,

publicly announced meeting for the purpose of RFP clarification. Communication with any other contracted

representative, employee, or member of the CAW Commission, concerning any part of the RFP process is

prohibited. Failure to comply with the Cone of Silence is grounds for disqualification of the offending

responder.

Competition Intended

It is CAW’s intent that this RFP permits competition. It shall be the responder’s responsibility to advise the

authorized CAW contact person in writing if any language, requirement, specification, etc., or any

combination thereof, inadvertently restricts or limits the requirements stated in this RFP to a single source.

Such notification must be received by the authorized CAW contact person no later than five days prior to

the date set for acceptance of proposals.

Pre-Proposal Conference

Date: March 19, 2018

Time: 2:00PM Central Time

Location: Central Arkansas Water



A maximum of two representatives from each responder may attend due to room constraints. If responder

intends to participate, RSVP to the authorized CAW contact person indicating attendance either in person

or remotely, on or before March 15, 2018 at 5:00PM Central Time.

Proposal Due Date, Time and Location

Date: April 19, 2018

Time: 11:00AM Central Time

Proposals shall be submitted to:

Elizabeth Tuck-Rowan, CPPO, CPPB, CPM, CPSD

Purchasing Manager

Purchasing Office




(501) 377-1266

[email protected]



CAW reserves the right to reject any and all proposals or any part of any proposal, to waive minor defects

or technicalities, or to solicit new proposals on the same project or on a modified project which may include

portions of the originally proposed project as CAW may deem necessary in its interest.

Receipt and acceptance of Acknowledgement of Addenda (Attachment A) is to be acknowledged by signing

and returning the document prior to proposal opening date and time. Failure to sign and return an addendum

prior to proposal opening time and date may make the proposal offer non-responsive to that portion of the

RFP.

Emailed or faxed proposals will not be accepted. Proposals received at this location after the proposal due

date and time are late and will not be accepted. CAW will consider requests made to the authorized contact

person to extend the proposal due date and time prescribed above. However, unless CAW issues a written

addendum to this RFP that extends the proposal due date and time for all responders, the proposal due date

and time prescribed above will remain in effect.

Anticipated Contract Start Date: August 20, 2018


2. SUMMARY OF REQUEST FOR PROPOSAL

Purpose of RFP

CAW is requesting proposals for a proven state-of-the-art Customer Information System (CIS) to replace

its current utility billing system. The scope of work also includes cashiering, customer self-service portal,

business intelligence, electronic billing and payment presentment functionality, and optionally bill print

and a mobile work force management system or integration with the current work management system,

Cityworks. The requirements for this project are set forth in the following attachments:

Attachment B, CIS Functional Requirements

Attachment C, Electronic Bill Payment and Presentment (EBPP) Requirements

Attachment D, Third Party Bill Print Requirements – Optional

Attachment E, Mobile Work Force Management Requirements - Optional

Attachment F, Technical Requirements

Attachment G, Scope of Work

CAW intends to purchase a commercial-off-the-shelf (COTS) CIS product. The CIS will be fully integrated

with all other modules and services provided under this contract. This is a comprehensive, turn-key, fixed-

price project. By turn-key, CAW means that the responder will provide and configure all software and

interfaces, and will provide all other necessary software development and professional services to design,

install, implement and provide maintenance for a total CIS solution. CAW also wants the responder to

provide separate pricing for all necessary and recommended hardware, including installation and

configuration. CAW intends to enter into a five-year maintenance agreement.

CAW encourages responders to recommend meter-to-cash cycle leading practices which will benefit CAW

based on their proven experience in implementing CISs.

CAW Background

CAW is a metropolitan water system that serves a population of approximately 450,000. CAW currently

has approximately 140,000 residential, commercial, industrial, and master-metered customer accounts in

Pulaski, Saline, and Grant Counties. CAW currently is a core partner in a regional initiative to secure a

future water source for the entirety of Central Arkansas, an urban area with a population of more than

750,000 people. The utility’s direct service boundaries encompass the cities and communities of:

Little Rock

North Little Rock

Sherwood

Maumelle

Alexander

Brushy Island Public Water Authority


Cammack Village

College Station

Wrightsville

Wye Mountain

145th Street Water and Sewer Improvement District

Frazier Pike Public Facilities Board

Un-incorporated Pulaski County

In addition, CAW provides all of the treated water supply for the cities of Bryant and Shannon Hills in

Saline County, and Ridgefield Estates Public Facilities Board in Pulaski County. CAW also provides

supplemental supply to Jacksonville Water Works in Pulaski County, whose service area includes Little

Rock Air Force Base; the Salem Water Users Association in Saline County; Sardis Water Association,

which serves parts of Saline and Grant Counties; Cabot Waterworks in Lonoke County; Mid-Arkansas

Utilities which serves parts of Pulaski and Faulkner Counties; and Saline County Water & Sewer Public

Facilities Board (Woodland Hills) in Saline County.

In the future, CAW’s strategic vision is to expand its retail service area through organic growth, acquisition

of water systems adjoining its retail service area, and by conversion of some existing Wholesale customers

into retail customers. CAW requires that the new CIS have the capability to easily integrate large blocks of

customer accounts (as many as 12,000 to 14,000 accounts at a time) into it’s retail customer base via a mass

upload process. In addition to growing its retail customer base, CAW plans to also grow its contract billing

business to service entities both within, and outside its current service area.

Billing Partners

CAW bills on behalf of other organizations (billing partners) which provide non-water related services to

mutual customers receiving CAW water. CAW’s 14 billing partners are utilities that provide sewer and

sanitation services, or are improvement districts that bill for debt surcharges and other fees. A 15th billing

partner will be added in mid-2018.

CAW’s future vision is to position itself as a billing services provider to utilities outside its current service

area. The selected CIS must be capable of onboarding new billing partners quickly and efficiently, including

mass upload of customer and asset information, as well as configuration of rates, fees and taxes. Billing

partners located outside of CAW’s current service area will possess different payment streams from those

billing partners (and CAW retail sales) inside CAW’s service area. CAW requires the new CIS to be capable

of handling multiple payment streams with payment rules specific to each payment stream.

Each billing partner functions as a separate legal entity with distinct rates, fees, and penalties. Some billing

partners oversee other legal entities, whose charges are also included on monthly CAW water bills.

Customers receive one monthly bill for CAW water charges and any applicable billing partner (or their

subsidiaries) fees.


CAW charges billing partners a fee for providing billing and collection services. The billing services fee is

calculated monthly and is included in a monthly settlement process.

Pulaski County Sanitation, Little Rock Solid Waste, Sherwood Sanitation, Sherwood Sewer, Little Rock

Water Reclamation Authority, and North Little Rock Wastewater have user access to the current CIS and

will require access in the new CIS. The remaining billing partners do not have user access at this time.

Refer to Attachment H, Rates for detailed information on billing partners, their rates, the settlement process

and the billing services fee.

Organizational Overview

The following CAW departments will be involved in the selection and implementation process for this RFP.

Customer Service Department Overview

The CAW Customer Service Department is the utility’s primary contact for customers. The department’s

53 staff members provide information to customers through all phases of the account management process:

creation, metering, collection, troubleshooting, transferring, and closing of accounts. The department’s

responsibilities include meter reading, customer relations, call center operations, cashiering, and pay agents.

The Customer Service Department is committed to providing quality service to customers in ways that are

helpful, caring, and responsive. Customers include water and billing partner customers as well as other

departments within the utility. The department’s goal is to offer services that not only meet, but clearly

exceed external and internal customer expectations. The department accomplishes its mission through

teamwork, communication, courtesy, integrity, and innovation and takes responsibility for the efficient and

effective delivery of quality service.

CAW offers customers multiple channels of communication including their website at www.carkw.com,

an automated self-service phone service, and customer service center with live agents staffed Monday –

Thursday from 7:30AM to 5:00PM and Fridays from 8:00AM to 4:30PM. In 2017, CAW’s Call Center

fielded approximately 212,000 customer calls with an average abandonment rate of 6.15%. The average

speed of call answer was 1.13 seconds for the year 2017.

Customers may access their billing, consumption, and payment history online by signing up for online

access at https://myaccount.carkw.com/. Online account access also allows customers to process one-time

payments (subject to processing fee) as well as recurring bank draft and paperless billing. As of December

31, 2017, there were approximately 12,000 customers enrolled in paperless billing.

CAW Customer Service also manages the meter reading functions of the utility. CAW is predominately a

manual meter read system with the exception of a few isolated areas of meters and large commercial meters

in difficult to access locations which are read via drive/walk-by AMR. Manually read meters are read using

Itron FC300 handheld meter reading devices. CAW’s meter reading team recorded approximately 2.1


http://www.carkw.com/

https://myaccount.carkw.com/

million individual meter reads annually in 2017. There are less than 20 manually read wholesale meter

reads that are read on paper.

Information Services Department Overview

The Information Services (IS) Department maintains the computer hardware, software, and other electronic

infrastructure that is necessary to support the day-to-day and mission-critical operations of the utility. There

are thousands of computer systems in place and hardware devices that make up CAW’s Wide Area Network

(WAN) to support the utility’s range of operations from the Customer Service Call Center to the control of

remote distribution facilities. The major enterprise applications and technology that supports the utility’s

customer service and meter-to-cash cycle operations includes CIS, Financial Information System (FIS),

Geographical Information System (GIS), phone system, call center applications, Cityworks, and an IVR.

Within the current CIS, IS staff produce reports and manage rate changes as specified by the Finance

department. IS staff also maintains reporting dashboards, system security (user’s functions), and service

order functionality.

The GIS section of the IS Department maintains the ArcGIS applications and enterprise geodatabase. CAW

staff uses the ArcGIS platform for many facets of the utility operations such as distribution system

expansion planning, capital improvements project planning, and asset management. The geodatabase is the

utility’s asset repository and is the foundation for Cityworks, a computerized maintenance management

system (CMMS). CAW’s GIS currently has custom tools that allow a user to query customer, meter, and

service related data that is exported from enQuesta to a data warehouse monthly. enQuesta data is

commonly used in GIS applications to analyze meter information by joining the meter record from enQuesta

to the GIS meter point based on a common ID number.

In addition to customer and meter integration between GIS and CIS, that most utility users access on a

routine basis through the mapping software, GIS also plays a significant role in the new service setup

process. There are many facets of CAW’s rate and fee structure that are geographically based such as

water/sewer/garbage service provider territory boundaries, taxing jurisdictions, city boundary-based

franchise fees, debt service collection boundaries, improvement districts, and ancillary new service fee

boundaries such as capital investment charge areas. Currently when a new service is created in enQuesta,

the New Service Representative (NSR) visually inspects the subject address to determine which charges

and rates shall apply to the new premise and account. In the new system, it is desired that an integration

will be built that will query the GIS layers by geolocating the applicants new service address, as further

described in Attachment R, Interfaces.

As part of CIS support, the Computer Operations group, which is part of the IS Department, handles all bill

printing activities for CAW. The Computer Operations group manages the importing of meter read data

into the CIS from the meter reading equipment. Once Customer Service’s billing staff completes all editing

activity, the Computer Operations group runs all billing calculations and prints all bills internally utilizing

a Canon imageRUNNER 8505. CAW prints approximately 1.5 million bills annually in addition to

approximately 160,000 notices and other non-bill prints annually. The Computer Operations group also

manages importing all cash files from banks and payment processors into the CIS, as well as processing


ACH batches for customers on the utility’s internally managed recurring bank draft program (separate from

the bank draft program managed via the customer self-service payment portal vendor).

Finance Department Overview

The Finance Department is the utility’s business operations center. The department’s combined 24 staff

members make up multi-disciplined and cross functional teams of professionals involved in accounting,

finance, billing, and purchasing. The department’s staff members stay attuned to the needs and expectations

of external and internal customers while maintaining the rigors of cyclical mission-critical functions

involving approximately 140,000 customer accounts, 14 billing partners, and monthly billings that

collectively total over $150 million annually.

The Finance Department provides leadership and support on all financial matters ensuring efficient utility

operation by providing timely and accurate information. The department ensures compliance with current

regulatory requirements and provides guidance to internal and external stakeholders supporting CAW’s

mission and values. The department’s responsibilities cover a broad range of functions than include

financial planning and reporting, fiscal control, interdepartmental budgeting, remittance processing, rate-

making, investments, bond issue preparation, banking relationships, billing, credit and collections, utility-

wide purchasing, business insurance coverage, and risk management.

CAW Customers

Presently, approximately 140,000 customers are billed for CAW water services based upon meter reading

consumption and other services. For most accounts, CAW obtains manual monthly meter readings, Wye

Mountain (~500 meters) and Hickory Hills (~75 meters) have AMR, and Hickory Hills collects hourly

reads. CAW’s 155,000 meters are categorized as follows:

74% are residential

18% are sprinklers (both commercial and residential)

8% are commercial

Industrial/large volume, wholesale, raw water and other comprise less than 1% collectively

Private fire service accounts are not metered and are billed semi-annually.

Approximately 118,000 customers are billed for sewer treatment provided by the following billing entities:

145th Street Water & Sewer

City of Sherwood Sewer System

City of Wrightsville Sewer System

Little Rock Water Reclamation Authority

Mayflower Wastewater

North Little Rock Wastewater Utility

o Gravel Ridge


o Runyan Acres

Sweet Home Higgins Red Oak Sewer Facilities Board

Approximately 82,000 customers are billed for sanitation collection provided by City of Sherwood

Sanitation, City of Wrightsville Sanitation, Little Rock Solid Waste, and Pulaski County Sanitation

Department.

Around 13,000 customers are charged for various other fees, such as debt surcharges, community

infrastructure, and Property Owner’s Association (POA) fees by the following billing entities:


Arch Street Pike Water Improvement & Fire Protection District 116 of Pulaski County

Brushy Island Water Association Inc.

Cammack Village Urban Service District




o Woodland Ridge Subdivision

Salem Water Users Association PWA

Wye Mountain Water Facilities Board of Perry County

Rixey

Eureka Gardens

CAW provides wholesale water to Bryant, Shannon Hills, Ridgefield Estates, Jacksonville, Salem Water

Users Association, Sardis Water Association, Cabot, Mid-Arkansas Utilities, and Saline County Water and

Sewer Public Facilities Board. CAW provides raw water to the Paron-Owensville Water District. These

meters are manually read at least weekly. Several meters are connected to the CAW SCADA system, which

allows sufficient readings to support time of use billing. Billing algorithms are complex and described in

Attachment H, Rates.

CIS System – Background, Functionality, and Network

In 1999, CAW implemented Systems & Software Municipal and Utility Package Software (MUPS), an

enterprise resource planning (ERP) which provided finance, work management and customer service

support. In 2006, Systems & Software announced the retirement and discontinuance of support for the

MUPS application. The customer service portion of MUPS was rebranded as enQuesta, and CAW upgraded

to enQuesta in 2007. Systems & Software was acquired by Harris Computers Systems in 2007. In 2009,

CAW implemented Microsoft Dynamics GP to support the finance functions previously supported by

MUPS, and Cityworks to support work management.

The present CIS is a customer/account-based system that maintains the following information and

functionality:


Customer Identity: e.g., the customer or business name and service, mailing and third-party

addresses, the spouse’s name, authorized person, phone numbers, email addresses, security/pin

code, social security number, driver’s license number/state, and business tax identification number.

Premises: e.g., the address, subdivision, county, map number, block, lot, tax district, SIC code, and

zone code.

Services: e.g., service, initial service date, service area, service facility, ward code, pressure

district, tax district, cycle, route, sales class, and rate.

Meter Management: e.g., the meter manufacturer, serial number, location, location history, radio

transmitter ID and location, meter and radio transmitter installation dates and meter attributes such

as the number of dials and the multiplier.

Account Receivable (AR): e.g., the total AR, the balance broken down by receivable types such

as utility service type, late payment charge and aging of delinquency.

Billing History: e.g., the billed amount and date, the rates on which the bill is based, the customer

class such as residential or commercial, the consumption, the average consumption, cycle bill or

final bill and whether the bill is based upon an actual or estimated reading.

Payment History: e.g., the payment amount, payment origination and date and an indictor if the

payment was returned with its associated amount, date and return reason.

Payment Arrangements Installments/Extensions: e.g., payment arrangement start date, agreed

amount to pay, number of installments, due dates of payment, payment amount paid, payment date,

type of payment arrangement and status of the payment arrangement.

Reading Edit: e.g., Customer name, premises address, reading date, number of days for the

reading, cycle, route, rate, sequence, meter number, meter size, last 12 meter readings, meter

multiplier, and exception reason.

Meter Reading History: e.g., the meter readings, consumption and corresponding dates for each

meter, the type of reading, the multiplier, the number of days for the reading and the average use.

Consumption Graph: e.g., consumption comparison graph for the last 24 months.

Service and Work Order History: e.g., the type of service order, the user with the dates and time

the order was created and completed, the status, the resolution, user that changed the order, fees

associated with the order and special notes added to the order.

Rate Structures: e.g., based upon meter readings (billed in hundred cubic feet) and flat rates, rates

allowing a minimum charge, and rates with discount factors, and surcharges.

Application Tables: the system contains codes and descriptions used by the system (e.g., bill

messages, read codes, error codes).

Online Account History: active web account status, associated user name, email address, log in

stats, and linked web accounts.

CAW’s main office, the James T Harvey Administration Building (JTH), is located in downtown Little

Rock, with a second customer service location in North Little Rock. Internet for all locations is accessed

through a 100Mbps link to JTH with a 10Mbps backup link from the Clearwater Operations/Maintenance

Complex (CLW) located in West Little Rock. This link supports connectivity for the following user groups:


1. Meter readers (9)

2. Meter maintenance crews (17)

3. Billing partner access, including the North Little Rock Customer Service location (15)

Meter readers are based out of JTH. Meter maintenance is based out of CLW, which is connected to JTH

with a 1Gbps link. There is a 600Mbps link to the Maryland Avenue Complex (MAC) in the city of North

Little Rock, which is also used to support meter maintenance.

There are 144 authorized users of the CIS system. In addition to the 41 users (listed above) who connect

through the Internet connection, there are 13 users at CLW and 2 users at the Jack Wilson Water Treatment

Plant. The remaining 88 users are located at JTH.

On a daily basis, the system receives approximately 10,000 – 15,000 meter readings from meter reading

staff, 6,000 payment records via FTP transfers from multiple third-party payment processors and creates

up to 30,000 bills and letters that are printed internally then stuffed and mailed by a third-party.

The Harris Systems & Software enQuesta billing system runs on an Oracle database. The main application

server is installed at JTH, with a cold-standby at CLW. CAW has migrated key information required for

this project from the production Oracle database to a SQL Server Data Lake.

Refer to Attachment B for detailed functional requirements related to CIS.

Cashiering

CAW currently enters payments directly into enQuesta, but does not currently have a separate

cashiering module. A cashiering module, either as part of the core CIS or as an integrated add-on, is

desired as part of this RFP. The relationship with the current point-of-sale credit card processor

(Clearent) is expected to remain in place.

Refer to Attachment B, CIS Functional Requirements for detailed functional requirements related to

cashiering.

Customer Self Service Portal

CAW currently utilizes WebConnect, a module from enQuesta, to provide the customer self-service portal.

WebConnect interfaces with services from InvoiceCloud to provide additional customer self-service portal

functionality and payment processing in real-time. WebConnect allows customers to create a web account

so that they can enroll in eBill, update their mailing address, view and create a limited sub-set of service

orders, request a payment extension, and view their bill(s), consumption history, and transaction history.

InvoiceCloud allows customers to enroll in ACH, reoccurring payments or to make a one-time payment.

The eBill presentment sent to the customer and the bill viewed from InvoiceCloud and from WebConnect

is produced from ‘rendered’ data instead of from the actual PDF sent to the customer. Actual bills are not

archived.


CAW continues to process ACH batches for approximately 15,000 customers on the utility’s internally

managed recurring bank draft program. Consolidation of all ACH through InvoiceCloud is not currently

possible due to the inability of InvoiceCloud to support one-month waiver of the ACH election without

requiring re-election the following month as well as no systematic method for CAW staff to maintain ACH

information for customers who do not have internet access.

As part of this RFP, CAW is seeking replacement of both WebConnect and InvoiceCloud. Which

functionality will be provided by each tool will be determined in discussions during the design phase of this

project. CAW desires for the two systems to appear and function as one system.

CAW desires for PDF images of bills to be retained by the system, rather than providing rendered bills

based on historical data that may not present consistently when using the most recent billing template.

WebConnect currently provides the ability to initiate and track a limited sub-set of service orders. A

separate portal on CAW’s website entitled, ‘Report a Problem’, provides customers the ability to

initiate and track Cityworks work orders. In the new system, CAW desires to have an integrated ability

for customers to track the status of requested work regardless of the system in which the work is

performed.

Refer to Attachment B, CIS Functional Requirements and Attachment C, Electronic Bill Payment and

Presentment Requirements for detailed requirements related to customer self-service.

Business Intelligence

Currently, the enQuesta system provides common utility canned reports along with adhoc reporting

capabilities accessed via IBM Cognos reporting software. Cognos is used to create custom and adhoc

reports utilized by numerous departments and billing partners. The custom reports can be created and

scheduled to be distributed by email to individual departments, users or billing partners. In addition, CAW

has developed numerous reports utilizing Microsoft Access via Open Database Connectivity (ODBC).

As part of the implementation, CAW desires to replace and improve the current reporting functionality.

CAW seeks a user-friendly reporting development tool which produces reports with a high level of

confidence in the data. In addition to a fully functional reporting tool, the proposal response should include

business intelligence (BI) which will be used to analyze the utility’s raw data and provide data mining,

online analytical processing, querying and reporting.

Refer to Attachment B, CIS Functional Requirements for detailed functional requirements related to

business intelligence and reporting.

Electronic Bill Payment and Presentment

CAW’s water bill, and presentation of the bill, is a critical piece of communication with customers. CAW

relies on a successful bill and bill delivery that clearly informs customers about their usage, charges, and

other important information so that customers will remit prompt payments.


As described under Customer Self Service Portal above, CAW utilizes WebConnect, a module from

enQuesta, in combination with services from InvoiceCloud to provide the customer self-service portal and

payment processing in real-time.

As part of the service, InvoiceCloud also provides an administration log in to manage accounts, and

reporting capabilities for auditing purposes.

CAW is requiring that the responder provide pricing for a number of services related to billing and payment

processing. The mandatory services are:

1. Bill presentment shall provide for electronic bill presentment via the Internet. The solution shall

provide for a means of delivering bill inserts and messages to customers.

2. Bill presentment shall provide a quick response code (QR Code) that can be scanned and used

to prepopulate a website (i.e., payment website, bill insert page, etc.) with dynamic information

(customer account number, payment date, payment amount, etc.) contained on the customer

invoice.

3. Online Payment processing shall provide for CAW customers and CAW client customers

paying by credit card, debit card (pin and pin-less), ACH and electronic fund transfers one-time

or reoccurring. CAW uses a convenience fee model for online credit card processing via the

web portal where customers are charged the convenience fee.

4. Marketing support to help promote the transition of CAW customers from paper billing to

eBilling and paper check to electronic payment.

5. Reporting is required in the form of a web-accessible dashboard, detailing parameters related

to the services listed above and updated daily. A periodically produced and delivered electronic

or paper report may also be required.

Refer to Attachment C, Electronic Bill Payment and Presentment for detailed requirements related to this

functionality. Attachment J, Electronic Bill Payment and Presentation Pricing Schedules allows responders

to provide separate pricing for each of these services.

Bill Print (OPTIONAL)

Currently, CAW prints bills, and notices from the Canon imageRUNNER 8505i printer using pre-printed

bill stock. Letters are printed on standard letterhead and are mailed by CAW staff instead of being sent

to the mailing vendor. Bills and notices are picked up by a third-party vendor, transported to their facility

to be processed, and mailed. They are run through a United States Postal Service (USPS) mailing address

verification software and corrected addresses are printed on the mailing envelope. The vendor folds the

bills or notices, inserts return envelopes and mailing inserts where required and then mails them to

customers. All returned mail is returned to the CAW office and processed manually at their office.


To explore additional capabilities, CAW is requesting that the responder provide pricing for a number of

optional services related to bill print. The optional services are:

Bill, letter and notice printing and mailing, including preprinted or vendor printed inserts.

Although CAW will focus on the selection of an integrated solution that ensures full functionality, flexible

and efficient data access, there is interest in exploring additional business and technology solutions.

Offerors are encouraged to submit information detailing additional business and technology solutions and

other systems that can be integrated with the solution specified herein to provide enhanced levels of

automation, operation and service. CAW may elect to pursue these additional business and technology areas

with the responder finalist for inclusion in the solution. Therefore, this service is listed as optional.

Refer to Attachment D, Third Party Bill Print Requirements – Optional for detailed requirements related to

this functionality. Attachment K, Third Party Bill Print Pricing Schedules allows responders to provide

separate pricing for each of these services.

Mobile Work Force Management System (OPTIONAL)

CAW currently uses Cityworks to perform both major repairs performed by the Distribution group, as well

as meter work, such as installations and inspections, performed by Customer Service Field Representatives

(CSFR). Work status related to meters and customers performed by either group is interfaced between the

systems.

CAW desires for this RFP to contain the option for Customer Service Field Representatives to use a Mobile

Work Force Management System (MWFMS). Based on the cost/benefit ratio of this alternative, CAW may

elect to continue to perform all work using Cityworks or move the Customer Service Field Representatives

to a MWFMS provided as part of this contract. Therefore, this service is listed as optional.

CAW currently manages the cross connection work through a Microsoft Access database. The inspections

associated with cross connection will need to be supported by either Cityworks or the new MWFMS.

Refer to Attachment E, Mobile Work Force Management Requirements - Optional for detailed

requirements related to mobile work force management. Responders are to provide separate pricing for

mobile work force management and the interfaces associated with this system.

Hardware (OPTIONAL)

CAW desires the Responder to provide technical details as part of Attachment F, Technical Requirements,

and pricing for the hardware required to support the production on premise environment as described in

Attachment M, Hardware Pricing Schedules. CAW will determine whether to acquire the hardware

separately or include the hardware with the project award during contract negotiations.


Summary of Operating Standard Volumes

A summary of key transaction and operating volumes and standards for CAW is included below. These

volumes and standards reflect actual and estimated amounts for the current environment, and future

projections based on implementation of the new CIS software and other factors.

CAW Operating Standards Current

Number of System users with update permission

(anticipated future)

106

Number of concurrent System users (total current) 90%

Number of inquiry users (read only permission) 38

Number of service orders 600 per day

Number of notices 600 per day

Number of payments 6,000 per day

Number of monthly bills 150,000

CIS System Conversion

Currently, CAW is planning to convert approximately 140,000 active accounts as well as approximately

4,000 inactive accounts with balances. enQuesta is the primary source of data for conversion, although

CAW intends for the Data Lake to serve as an easily accessible intermediate source. In addition to the

enQuesta data, a Microsoft Access database supporting the cross-connection program will also be ported to

the Data Lake for use in migration.

CAW currently performs meter maintenance through Cityworks. As part of this RFP, CAW is interested in

exploring the potential benefits of a MWFMS to replace this portion of the Cityworks implementation.

CAW passes approximately 600 service orders to and from Cityworks daily, and typically has 2,500 service

orders open on any given day. Service order history will be available in the Data Lake after go-live.

CAW currently displays one year of meter reading history (one read per month), bills, and payments on

their customer portal. In addition, the average winter consumption calculation used by the sewer billing

partners is based on a year’s worth of consumption. CAW desires to migrate two year’s worth of meter

reads, bills, and payments to the new system.

This description is intended to provide approximate sizing and is not intended to limit the conversion

activities required by discovery.

Participation by Disadvantaged, Minority-Owned and Women-Owned Business

Enterprises

It is CAW’s policy to encourage the involvement of Disadvantaged Business Enterprises (minority- owned

and women-owned businesses) in contracts awarded. DBE’s are particularly invited to submit statements,


either as a prime contractor, subcontractor or as a part of a joint venture. Non-DBE firms are encouraged

to arrange subcontractors or joint ventures with DBE’s prior to submission of their bid.

Subcontractor Compliance Notice

No subcontracting will be allowed without the express prior written consent of CAW. CAW reserves the

right to disapprove any proposed subcontractors whose technical or financial ability or resources or whose

experience are deemed inadequate. Responders are required to fill out Attachment Z – Subcontractor

Compliance and submit with their response.


3. SCOPE OF SERVICES

Scope Definition

The new CIS must be a comprehensive customer-centric system that will allow CAW business processes

to move toward best in class. The CIS should support sophisticated workflows and be inclusive of subledger

and financial analysis functionality, and other functions, including but not limited to:

Highly configurable and flexible COTS system

Replacement of all existing CIS functions, cross connection and several databases used for

reporting and interface troubleshooting

Provide options that leverage self-service capabilities

Flexible BI functionality that provides actionable data and more precise business decisions

Enhanced billing and collections functionality to meet industry best practices

Workflow management to minimize paper-based processes

Queue management to route work efficiently

Advanced analytics for customer account analysis and financial reporting

Full and seamless integration of Dynamics GP accounting software, GIS, Automated Meter

Reading (AMR), manual meter reading, mobile applications and field devices

Ability to easily create a more customized bill for CAW with design determined by each billing

entity

Bill print redesign

Ability to accept payments with identified tender type, including the ability to apply payments to

one or more accounts, and to balance by cashier, drawer, office and/or department

Flexibility to accommodate future billing partners

Project Goals

To achieve the above goals, proposals must include all the systems listed below, including all interfaces,

services, and deliverables:

Customer Information System (CIS) software solution

Cashiering system

Customer self-service portal

Business Intelligence

Electronic Billing and Payment Presentment

Bill Print, optional

Mobile Work Force Management System (MWFMS), optional


EMA Role

CAW has contracted with EMA, Inc. (EMA), a technology and management consulting company, as a

trusted advisor to facilitate the evaluation process throughout CAW’s requirements and selection of the

CIS. CAW anticipates that EMA will also continue to support the project during the implementation project

phase as required by CAW with services such as project management, data conversion oversight,

specification review, interface coordination, change management, testing oversight and general support

services.

EMA will act as a facilitator during the procurement facilitating the pre-proposal conference, assisting with

reference checks, and facilitating demonstrations.

Anticipated Payment Structure

A contract will be negotiated which will outline the scope of work, deliverables, payments and payment

timelines. CAW will make milestone payments for services and deliverables as they are considered

complete by CAW. Milestone payments will be exclusive of travel and other expenses. Travel and other

expenses reimbursements will be on an actual time and materials basis, without markup. Meals and Lodging

should also be as close to the GSA rate as possible. Coach airfare will be reimbursed at cost. CAW will not

pay for any upgrades. If airfare is canceled, the credit will be used for future travel. Attachment AA – CAW

Employee Travel Policy has been included as a reference.


4. PROPOSAL INSTRUCTIONS

Proposal Instructions

Responders should provide all information required in the format below. Documents should be paginated

and limited to 75 pages for the total response, not including the attachments.

The proposal will be evaluated on the basis of its content, not length.

1. Responders must submit:

a. One (1) signed original hard copy and one (1) USB memory drive of the entire proposal

including the price proposal in a separate sealed envelope. The envelope shall be clearly

marked “Complete Proposal including Pricing Information”; and

b. Five (5) hard copies of the entire proposal that does not include the price proposal.

c. Five (5) USB memory drive devices containing an electronic copy of the proposal and

required attachments, that does not include the price proposal.

2. The sealed outer package enclosing the materials submitted in response to this RFP should have

two (2) labels indicating, respectively:

a. The submitting responder’s name and address, the Title and PIN of this RFP, and

the name and telephone number of the responder’s contact person; and

b. The name, title, and address of CAW’s contact person, as listed in Section 1.6 of this RFP.

3. Failure to comply with any of these instructions may deem the proposal non-responsive.

Matrix of Attachments and Instructions

Attachment Description Purpose/Instructions

Attachment A Acknowledgement of Addenda Complete the form and include in

the proposal response.

Attachment B* CIS Functional Requirements Follow the instructions and include

the completed document in native

Excel format in the proposal

response.

Attachment C* Electronic Bill Payment and

Presentment Requirements

Follow the instructions and include



response.

Attachment D* Third Party Bill Print

Requirements - Optional




response.

Attachment E* Mobile Work Force Management

Requirements - Optional




response.



Attachment F* Technical Requirements Follow the instructions and include



response.

Attachment G* Scope of Work Complete the Scope of Work form in

native Word format and include in

the proposal response.

Attachment H Rates Reference only.

Attachment I* CIS Functional Pricing

Schedules

Complete the form in native Excel

format and include in the proposal

response in a separate, sealed

envelope.

Attachment J* Electronic Bill Payment and

Presentment Pricing Schedules




envelope.

Attachment K* Third-Party Bill Print

Pricing Schedules




envelope.

Attachment L* Mobile Work Force Management

Pricing Schedules




envelope.

Attachment M* Hardware Pricing Schedules Complete the form in native Excel



envelope.

Attachment N Cover letter form Complete the cover letter form and

include in the proposal response.

Attachment O Non-Collusion Affidavit Complete the Non-Collusion

Affidavit and include in the proposal

response.

Attachment P Signature Page Complete the signature page and

include in the proposal response.

Attachment Q Client References Complete the Client Reference page

and include in the proposal response.

Attachment R* Interfaces A reference to use to complete

Attachment I, Pricing Schedules.

Attachment S* Reports A reference to use to complete


Attachment T* Letters A reference to use to complete




Attachment U* CAW CIS Users A reference to use to complete Attachment I, Pricing Schedules.

Attachment V Organization Chart Reference. Attachment W* Standard CIS Features Complete the form in native Excel

format or attach a document containing the requested information and include in the proposal response.

Attachment X Restriction of Boycott of Israel Certification

Complete the Restriction of Boycott of Israel Certification and include in the proposal response.

Attachment Y CAW provisions governing contracts

Reference.

Attachment Z Subcontractor Compliance Complete the Subcontractor Compliance form and include in the proposal response.

Attachment AA CAW Employee Travel Policy Reference. * Native format copies of these attachments are available for download at the link provided, via email, toregistered responders.

Proposal Format

A proposal package should contain the following in the order listed below:

Proposal Cover Letter

The Proposal Cover Letter form (Attachment N) transmits the responder’s Proposal Package to CAW. It should be completed, signed, and dated by an authorized representative of the responder.

Executive Summary

The Executive Summary is a clear, concise narrative that addresses the responder’s understanding of the system’s requirements, the experience of the responder and the fitness of the solution to meet the needs of CAW.

Overview of the Proposed Solution

The overview is a more detailed description of the solution (CIS and all additional systems), the project approach, interfaces, conversions, testing, support and warranty.


Overview of the Company, its Direction, Comparable Implementations and

References.

4.3.4.1. Responder’s Qualifications – Describe the responder’s qualifications to perform the

scope of services presented in this RFP and its attachments. The response should

include information about both the responder and the subcontractors, if any, involved

in the project. The responder will be the prime contractor of the project.

4.3.4.2. Describe the experience of the responder. The responder must have at least five years

of experience developing, implementing and supporting software and systems

similar to the scope of this RFP. Recent, relevant experience with projects similar to

the size, scope, and nature of CAW’s proposed implementation and use of the system

is preferred.

a. Include a listing of all CIS clients in the last 10 years.

b. At least two references shall demonstrate water industry experience of a size

comparable to CAW.

c. At least two references shall demonstrate billing partner experience similar to

CAW.

d. If Responder chooses to propose a hosted or SaaS production environment,

provide at least three references of comparable hosted or SaaS implementations.

4.3.4.3. Describe the experience and tenure of the proposed team, listing the skills of specific

team members. Attach resumes of the primary team members.

4.3.4.4. Attach an organizational chart of the project team including subcontractors.

4.3.4.5. Describe and show examples of the quality of work of “successful” projects.

4.3.4.6. Provide at least two examples of contracts where there were issues and describe how

those issues were resolved.

4.3.4.7. Describe the previous experience working with proposed subcontractors, if any.

4.3.4.8. Describe experience and knowledge working with the software being proposed.

4.3.4.9. Describe the partnership level at which the software provider recognizes the

responder, if applicable.

4.3.4.10. Describe the size of prior projects in terms of the number of water accounts billed,

the original contracted cost and the final cost of each project.

4.3.4.11. Describe the size of prior projects in terms of the number of billing partners served,

the original contracted cost and the final cost of each project.

4.3.4.12. List the last five completed projects, detailing the base price, each change order, and

a brief description of the reason for the change order.

4.3.4.13. Provide contact information for at least three clients whose projects are similar in

size and scope completed within the past five years to act as references. Describe the

relevancy of the projects the references are associated with. CAW reserves the right

to contact all references.

4.3.4.14. The responder shall be the prime Contractor for this project. The responder shall

provide all work defined by these solicitation documents. The responder may


subcontract certain elements of the Scope of Work; however, ultimate responsibility

for the execution of contract requirements shall be the responder’s.

4.3.4.15. The responder shall disclose any legal action related to CIS implementations both

past and current.

4.3.4.16. The responder shall employ only competent, skilled, qualified and vetted employees,

who shall have the appropriate training and be directly employed and/or supervised

by the responder. The responder shall require the same of each of its subcontractors.

4.3.4.17. The responder shall be accountable and responsible for ensuring that any individual

or entity working for or under the responder who will perform work under this

Contract shall, if required by industry standards or law, be licensed with valid and

current certificate of training for the type of work performed in accordance with these

specifications and applicable codes.

4.3.4.18. The successful responder shall possess the necessary licenses, equipment, and tools

to perform above type of work.

Project Approach & Methodology

Describe the responder’s approach to meet the project goals listed in the Scope of Services and the

requirements and deliverables listed in Attachment G, Scope of Work (include subcontractors, if any).

Respond to all questions and requirements listed in Attachment G, Scope of Work.

In addition, respond to the requirements listed. Illustrate:

4.3.5.1. The responder must provide an implementation plan for the deployment of the

product. In general, CAW prefers iterative implementation methodologies, with

initial conversion of core data as early in the process as possible. The plan must

include timelines and sequencing of the deployment of each module.

4.3.5.2. The plan must include all project resources or roles and total number of hours that

the responder expects for the implementation. At a minimum, the responder shall

dedicate specific individuals to serve in the following key positions:

a. Project Manager (PM). The PM will be CAW’s primary point of contact and

responsible for the successful implementation and operation of the system. At a

minimum, the PM must meet all of the following requirements:

i. Five years of experience implementing large-scale IT systems in

organizations with the size, scope, and nature of CAW, including

organizations which provide billing services to other entities.

ii. PMP, Project Management Professional certification.

b. Technical Lead. The Technical Lead refers to the individual with primary

responsibility for managing and supporting the technical aspects of the system

implementation (e.g., configurations, interfaces, customizations, etc.). At a

minimum, the Technical Lead must have served a similar role in at least three

previous implementations of the proposed solution.


c. Functional Architect Lead. The Functional Architect Lead refers to the

individual with primary responsibility for the development of detailed

requirements, business rules, workflow, etc. The Functional Architect Lead must

have served a similar role in at least three previous implementations of the

proposed solution.

d. Data Conversion Lead. The Data Conversion Lead is responsible for the extract,

transform, and load (ETL) process and leads the extract, transform, load

responsibilities once CAW has populated the Data Lake. The Data Conversion

Lead is responsible for quality assurance for converted data and responsible for

multiple iterations of converted data and improving data quality. The Data

Conversion Lead must have served a similar role in at least three previous

implementations of the proposed solution.

4.3.5.3. CAW shall approve the use of specific individuals serving in key positions prior to

those individuals working on the project, whether included at the beginning of the

project or substituted or replaced during the project. CAW reserves the right to

interview and otherwise assess the qualifications of individuals serving in key

positions prior to approval. CAW may require that the responder replace any

individual who is determined by CAW to be detrimental to the project. This

requirement shall apply to any subcontractor staff.

4.3.5.4. The responder may propose an alternate process and/or set of deliverables, but must

include a detailed mapping of each of their deliverables to those described here.

Multiple deliverables may be combined when appropriate and agreed to by the

project team and business owners. Interactive, functional prototypes are strongly

preferred whenever possible to obtain enhanced business owner understanding and

approval.

4.3.5.5. Proposals that include work performed offshore must detail (a) the location where

the work is to be performed; (b) the work to be performed at the offsite location; (c)

a project management and communication plan; (d) physical and network security at

the offsite location; and (e) savings to CAW in time or cost, or both. Without prior

approval, CAW data may not be transmitted outside of the continental United States.

4.3.5.6. Software Description:

a. Description of the software.

b. Description of all modules and components inclusive of all third-party

applications.

c. Describe the level at which the software provider has authorized the responder

to implement the proposed solution.

d. Diagram of the complete system including modules proposed and systems

interfaced to. Include descriptions of application programming interface (API)

applications currently available and in future releases.

e. Explanation of which software version will be implemented (ex. 3.02, 4.01, etc.).

f. The responder shall carefully explain in detail all available licensing options to

CAW. The license fee shall include support and maintenance through CAW's


first year of production usage of the proposed software implementation. The

responder will provide maintenance and support costs for all third-party software

provided with the Proposal. The anticipated go-live date is May 25, 2020.

g. The responder shall describe the configuration and customization, if any, that

would be required by CAW to add an additional billing partner, assuming the

billing partner provided services of a type similar to services provided by

existing billing partners. Include a description of how rates, fees, taxes and

business rules would be established in the system, as well as the billing partner

fee. Indicate professional services which might be required in support of such a

change, as well as how licensing might be impacted as a result of increasing

customer accounts.

4.3.5.7. Upgrades and Additional Capabilities Available

a. Provide an overview of the proposed CIS product’s evolution, by major release,

from the first release of the product to present.

b. Describe the expected future frequency of keeping the proposed solution current

and patched under a standard maintenance contract.

4.3.5.8. Vision and Planned Enhancements

a. Describe the vision and strategy for the future of the proposed CIS solution

including a description of the product enhancements that are in the planning or

design stage. Provide an estimated release schedule for these product

enhancements.

b. Description of the foreseeable roadmap for the software including technology

and underlying platform.

c. Show a roadmap of upgrades/features for the core CIS and all other products

being proposed.

4.3.5.9. Warranty and Maintenance Information

a. All warranty information in responder’s standard format (as an attachment).

b. The time period of coverage of the warranty. CAW expects that the Maintenance

Agreement will go into effect upon System Acceptance following a successful

go-live and that CAW will make its first annual maintenance payment one year

from that date.

c. Describe the support hours, methods of support available to CAW staff, problem

resolution times, etc.

4.3.5.10. Solution Support

a. CAW requires that the responder must have sole responsibility for providing

necessary corrections to software performance and/or functionality under terms

of warranty and maintenance agreements.

b. If CAW requires customizations to the application and/or database, the

responder shall provide the cost for the customization; the cost to support/include

the customization in each upgrade; and an estimated timeframe for when the

customization would be incorporated into the base code.

c. Indicate which components of support the responder outsources.


i. Describe the responder’s usage of offshore resources.

d. Indicate how customers are informed of any known system problems or bugs.

e. Describe the mechanism for informing customers of upgrades.

f. Describe how the responder accesses CAW’s installation for maintenance

assistance and how CAW acquires upgrades and patches.

g. Describe available training and support related to version changes.

h. Describe system documentation made available by default to users of the CIS

and all other modules included in this response.

i. Indicate whether the responder maintains an electronic “knowledge base” of

known problems that CAW may access online.

j. Describe the responder’s escalation process in the event CAW is not satisfied

with the quality or timeliness of responses to problems.

k. Describe whether the responder is willing to provide CAW with professional

post-implementation services for application development, configuration, and

interface development; describe the resources available and their costs.

l. CAW requires access to escrowed source code. Describe source code escrow

access procedures, conditions under which escrowed source code is released, and

typical annual escrow costs (include escrow costs in Attachment I, CIS Pricing

Schedules).

m. Describe any User Forum, User Groups, or Development Community that the

responder hosts. Describe the type and frequency of organized meetings or

communications.

n. Indicate whether the responder publishes to customers a customer contact list to

facilitate discussions among customers, e.g., user groups.

o. Describe the ownership of CIS data. CAW expects to own all data whether

customer data, meter data, processed data, system data, or the work product of a

system CAW is licensing. CAW ownership of the data ownership is perpetual,

regardless of the status of licenses or maintenance agreements.

4.3.5.11. Supplemental Information

a. The responder may include additional information regarding the CIS solution

and available options.

Price Proposal Format

Responders must submit their Price Proposal in a separate sealed envelope with their Proposal

submission. Responders must use Attachment I, CIS Pricing Schedules; Attachment J, Electronic Bill Payment and Presentment; and optionally Attachment K, Third-Party Bill Print Pricing Schedules; Attachment L, Mobile Work Force Management Pricing Schedules; and Attachment M, Hardware Pricing Schedules. Pricing must use the native Excel format of this RFP as a template for all Price Proposals and include a fixed price for delivering each task.

All pricing in this RFP, whether referenced or proposed, shall be represented in U.S. dollars.


4.3.6.1. Proposals must include the CIS and all additional systems, including all interfaces.

Labor rates should be exclusive of travel expenses. Travel and other expenses

reimbursements will be on an actual time and materials basis, without markup. Meals

and Lodging should also be as close to the GSA rate as possible. Coach airfare will

be reimbursed at cost. CAW will not pay for any upgrades. If airfare is canceled, the

credit will be used for future travel. Attachment AA – CAW Employee Travel Policy

has been included as a reference.

4.3.6.2. List recommendations and cost of items that may be missing from the scope.

4.3.6.3. Separate from the price proposal, propose options that may positively affect price or

schedule to accomplish the goals of the project.

4.3.6.4. Upgrade Pricing

a. Describe how future releases and enhancements of the proposed CIS solution are

priced.

b. State that the responder’s software will not require relicensing, or a relicensing

fee, as long as maintenance coverage is in effect.

4.3.6.5. Base training costs on a co-training model in which the responder will be responsible

for training all users and CAW staff will serve as co-trainers with the responder’s

staff for all training classes. Appendix U, CAW CIS Users, lists the titles and

functions of users of the CIS and associated modules for use in developing an

estimate of training costs.

4.3.6.6. The following additional attachments are provided to assist in completion of the

Pricing Attachment:

a. Attachment R, Interfaces

b. Attachment S, Reports

c. Attachment T, Letters

4.3.6.7. State that the purchase of licenses is inclusive of direct and indirect licensing and

that CAW will not be subject to additional licensing fees.

Miscellaneous Forms

The following forms must be completed and included with the responder’s response to this RFP.

4.3.7.1. Attachment A, Acknowledgement of Addenda serves as the responder’s

acknowledgment of the receipt of addenda, if any, to this RFP.

4.3.7.2. Attachment O, Collusion Affidavit

4.3.7.3. Attachment P, Signature Page

4.3.7.4. Attachment Q, Client References

4.3.7.5. Attachment W, Standard CIS Features

4.3.7.6. Attachment X, Restriction of Boycott of Israel Certification


5. SHORT LIST EVALUATION

Evaluation Procedures

Responders will be evaluated using a four-step process.

1. Responsive vs. non-responsive evaluation

2. Short list

3. Final

4. Contract Negotiations

CAW may choose to establish a shortlist through a natural break in scores or establish a cut-off score for

technically viable proposals.

Although discussions may be conducted with responders submitting acceptable proposals, CAW reserves

the right to award contracts on the basis of initial proposals received, without discussions; therefore, the

responder’s initial proposal should contain its best technical and price terms.

Responsiveness Evaluation

All proposals accepted by CAW will be reviewed to determine whether they are responsive or non-

responsive to the requisites of this RFP. Proposals that are determined by CAW to be non-responsive will

be rejected. Non-responsive is defined in this RFP as:

Failure to sign and return an addendum prior to proposal opening time and date may make the proposal

offer non-responsive to that portion of the RFP. (Section 1.6 - Proposal Due Date, Time and Location)

Failure to comply with any of the proposal instructions may deem the proposal non-responsive. (Section

4 - Proposal Instructions)

Evaluation Scoring

CAW’s Evaluation Committee will evaluate and rank all remaining proposals in support of the Short List

decision. Responder evaluations will be scored as shown below:

Evaluation Categories and Weights Short List Final

Organizational Experience & Capacity 10% 10%

Project Approach & Methodology 30% 20%

CIS Functional and Technical

Requirements

40% 0%

Implementation Pricing and Ongoing

Cost of Ownership

20% 20%


Evaluation Categories and Weights Short List Final

Vendor Demonstrations N/A 30%

References & Site Visits N/A 20%

Organizational Experience and Capacity (10 Points Short List/10 Points Final)

CAW Expectations

5.4.1.1. CAW’s expectations of responders are described in Section 4.3.4. Proposal Format,

“Overview of the Company, its Direction, Comparable Implementations and

References.”


5.4.2.1. Respond to each item in Section 4.3.4. Proposal Format “Overview of the Company,

its Direction, Comparable Implementations and References” section.

5.4.2.2. Describe the responder’s qualifications to perform the scope of services presented in

this RFP and its attachments. The response should include information about both

the responder and the subcontractors, if any, involved in the project.

Proposal Evaluation

This section will be evaluated based on the extent to which the responder demonstrates successful relevant

experience and organizational capacity to provide and implement the solution described in this RFP and its

attachments.

5.4.3.1. Responders’ and subcontractors' (if applicable) successful relevant experience

implementing projects of similar scope, size, and complexity; providing and

implementing a CIS for water utilities described in Section 4.3.4. Proposal Format

“Overview of the Company, its Direction, Comparable Implementations and

References” section.

5.4.3.2. Responders’ and subcontractors' (if applicable) successful relevant experience

providing and implementing the listed additional systems directly or through

partnerships with subcontractors for projects of similar scope, size, and complexity.

5.4.3.3. Responder and subcontractors’ (if applicable) demonstrated organizational

capability to provide the scope of services described in the RFP and its attachments.

Responder-provided Organization chart that delineates the areas of responsibility

and expertise of the prime and subcontractors (if applicable).

Project Approach & Methodology (30 Points Short List/20 Points Final)

This section will be evaluated based on the extent to which the responder demonstrates relevant system

specifications and technical approach according to the criteria listed.


CAW Expectations

5.5.1.1. CAW’s expectations of responders are described in Section 4.3.5. Proposal Format,

“Project Approach and Methodology” and Attachment G, Scope of Work.


5.5.2.1. Provide an implementation project plan that includes timelines, sequencing,

resources, and estimated hours.

5.5.2.2. Provide a concise narrative on how the responder expects to successfully complete

the implementation.

5.5.2.3. Complete the relevant sections in Attachment G, Scope of Work.

Proposal Evaluation

5.5.3.1. Provide a summarized understanding and recommended approach for implementing

the Attachment G, Scope of Work, in the narrative response.

5.5.3.2. Demonstrated a mature, comprehensive technical approach by provided supporting

responses and documentation in Attachment G, Scope of Work.

Functional and Technical Requirements (40 Points Short List/Not Applicable to Final)

This section will be evaluated based on the extent to which the responder responds to the functional and

technical requirements. Preference will be given to responders who provide functionality and meet technical

requirements with minimal configuration or customization.

CAW Expectations

5.6.1.1. CAW’s expectations of responder’s solutions are described in Attachment B, CIS

Functional Requirements; Attachment C, Electronic Bill Payment and Presentation

Requirements; and Attachment F, Technical Requirements. Optional requirements

are described in Attachment D, Third Party Bill Print Requirements – Optional and

Attachment E, Mobile Work Force Management Requirements – Optional.


5.6.2.1. Respond to each requirement in Attachment B, CIS Functional Requirements;

Attachment C, Electronic Bill Payment and Presentation Requirements; and

Attachment F, Technical Requirements. If responding to either of the optional

requirements, respond to each requirement in Attachment D, Third Party Bill Print

Requirements – Optional, and Attachment E, Mobile Work Force Management

Requirements – Optional.


Proposal Evaluation

5.6.3.1. Indicated the degree to which the solutions are provided with “out of the box”

functionality to meet the needs of the CAW by responding appropriately to the

CAW’s functional requirements (Attachments B and C). The scoring criteria are:

10 - Available Out of the Box

7 - Requires Configuration

3 - Requires Customization

0 - Not Answered or Not Available

Provide comments and clarifying information regarding functional requirements.

Points will be awarded based on the suitability of the requirements’ comment

responses to meet CAW’s business and functional requirements.

5.6.3.2. Indicated the degree to which the solutions are provided with “out of the box”

functionality to meet the needs of the CAW by responding appropriately to the

CAW’s technical requirements (Attachment F). The scoring criteria are:

10 - Available Out of the Box

7 - Requires Configuration

3 - Requires Customization

0 - Not Answered or Not Available

Provide comments and clarifying information regarding technical requirements.

Points will be awarded based on the suitability of the requirements’ comment

responses to meet CAW’s business and technical requirements.

Implementation Pricing and Ongoing Cost of Ownership (20 Points Short List/20 Points

Final)

The price component will be based on all required licenses, services and on-going fees, including SaaS

subscriptions and warranty and support. Price points will be awarded based on the following formula:

A = Respondent’s price proposal B = Lowest respondent’s price proposal

PRICE POINTS = B / A * 20 points

The following example is for purposes of illustration only: Three (3) respondents submit price proposals

of the following:

The lowest priced proposal will receive 20 price points.


CAW Expectations

5.7.1.1. CAW’s expectations of responders are described in Attachment I, CIS Functional

Pricing Schedules and Attachment J, Electronic Bill Payment and Presentation

Pricing Schedules. Scoring on price will not include pricing described in Attachment

K, Third Party Bill Print Pricing Schedules, Attachment L, Mobile Work Force

Management Pricing Schedules and Attachment M, Hardware Pricing Schedules.

5.7.1.2. Proposals must include the CIS and all additional systems, including all interfaces.

Price proposals should assume all systems, modules and interfaces will be

implemented simultaneously in a single go-live.

5.7.1.3. The responder must include a price for any additional charges that are not captured

above.


5.7.2.1. Complete the relevant sections in Attachment I, CIS Functional Pricing Schedules

and Attachment J, Electronic Bill Payment and Presentation Pricing Schedules.

Proposal Evaluation

5.7.3.1. Proposals must include the CIS and all additional systems, including all interfaces to

be scored fully.


6. EVALUATION AND CONTRACT AWARD

Evaluation Procedures

CAW’s Evaluation Committee will evaluate and rank responders who complete the demonstration

subsequent to demonstrations, reference checks and site visits based on the Evaluation Criteria prescribed

in Section 5 and as described below.

Vendor Demonstrations (Not Applicable to Short List/30 Points Final)

Demonstrations will be scheduled for short-listed responders. Short-listed responders will be notified with

additional instructions about the demonstrations, including a detailed agenda, demonstration scripts and

data provided by CAW.

References and Site Visits (Not Applicable to Short List/20 Points Final)

CAW reserves the right to schedule visits to sites where the proposed software product has been installed

for purposes of verifying functionality and usability, and to understand the implementation process.

CAW reserves the right to contact utilities that have installed the proposed product as references for both

the proposed product and for the implementation.

Basis of Contract Award

A contract will be awarded to the responsible responder whose proposal is determined to be the most

advantageous to CAW, taking into consideration the price and such other factors or criteria which are set

forth in this RFP. CAW reserves the right to decide not to move forward with the procurement. Contract

award shall be subject to the timely completion of contract negotiations between CAW and the selected

responder. If CAW is unable to complete contract negotiations with the top ranked responder, CAW

reserves the right to enter into negotiations with lower ranked responders, in order of rank.


7. GLOSSARY

Accounts Receivable Aging: Periods of time in which accounts receivables are posted (0-day, 30-day, 60-

day, 90-day). An accounts receivable aging is a report that lists unpaid customer invoices and unused credit

memos by date ranges, or a report that categorizes accounts receivable according to the length of time an

invoice has been outstanding.

ACH (Automated Clearinghouse): Customers can sign up for ACH to pay their utility bills by drafting the

payment from their bank account.

Address Points: GIS feature class layer with a point geometry that represents each address in the CAW

service territory including the unit designations. These points have traditionally been used as the integration

link between CIS and GIS. The link is made with the CIS using premise address.

Alert: A visible indication or pop-up on the main account information screen of a condition or situation

related to the account, customer or location.

API (Application Programming Interface): In computer programming, an application programming

interface is a subroutine definitions, protocols, and tools for building application software. In general terms,

it is a set up clearly defined methods of communication between various software components.

Arkansas Department of Health: A department of the Arkansas State Government charged with protecting

and improving the health and well-being of all Arkansans.

AWC (Average Winter Consumption): A calculation of average consumption over a set period of time that

is used for wastewater billing. For example, October to March consumption divided by 6. The concept in

this calculation is to bill for water that actually goes into the sewer system, by calculating an average in the

winter months, Outdoor uses of water that are typical in the summer months (irrigation, car washing, etc.)

is excluded since this usage does not enter the wastewater system.

AMR (Automated Meter Reading Device): A transmitter wired to the water meter that allows

remote/automated reading.

A/R Transaction History: A report displaying a customer’s receivable transaction history, including both

new invoices and payments by date, amount, A/R age, beginning with the most current transaction.

ArcGIS: a geographic information system (GIS) for working with maps and geographic information. It is

used for creating and using maps, compiling geographic data, analyzing mapped information, sharing and

discovering geographic information, using maps and geographic information in a range of applications, and

managing geographic information in a database. The ArcGIS Platform consists of Desktop software,

software as a service (ArcGIS Online), and ArcGIS Enterprise which may be used to create web based map

services and applications available via a REST API interface.

Azteca: The company that makes and support Cityworks Computerized Maintenance Management System

(CMMS), also referred to as asset management system (AMS), or work management system (WMS).

Backflow Device: A device that is used to protect potable water supplies from contamination or pollution

due to backflow.


Backflow Test Notification: Notifications sent to customers with backflow devices that their backflow

device requires testing (performed annually). A test report must be provided to the Utility annually to

prevent penalties and possible service interruption.

Backflow Test Kit: A test kit used by backflow testers to test the backflow device.

Basin – a geographic area within a wastewater system that drains or has sewage lifted/pumped to a common

wastewater treatment facility. A wastewater system will have multiple basins depending on the number of

different treatment facilities that exist in the overall wastewater system.

Bill Cycle: A grouping of customer accounts billed at a similar time during each billing month.

Bill Date: The date an account is billed and posted to the general ledger.

Bill Period: Number of days listed as “Days” on a utility bill signifying the “to” and “from” dates that

service was provided.

Billing Edits: The same as billing exceptions/validations. Account bills that cross a configured threshold

and require personal review before being sent to the customer. For example, 1) A 5/8” meter with more

than 100CCF of consumption. 2) Any meter with a negative consumption reading.

Billing Entity: CAW and their billing partners; any entity that bills charges using the CAW CIS.

Billing Entity Boundaries – geographical bounds for billing entities

Billing Partner: A utility or association for which CAW provides billing services.

Billing Services Fees: The fee charged by CAW to billing partners for providing billing services.

Building Type: Custom categorization used by backflow inspectors to determine the risk of cross

contamination from backflow and the type of inspection needed. This may be replaced with NAICS codes

in the new system.

Cash Only/Restricted Payment: An account level restriction that requires a customer to pay via cash or

money order.

Cityworks: Software that is a Computerized Maintenance Management System (CMMS), also referred to

as asset management system (AMS), or work management system (WMS), made and supported by Azteca.

CCF (One hundred cubic feet): The primary unit of measurement CAW uses for water consumption. 1CCF

is equal to 748.05 gallons.

Certification: A professional designation governed by various Boards and Commissions of the Arkansas

government. Certifications are required for backflow field crew.

CIC (Capital Investment Charges): A one-time connection charge that may be geographic area-based or

water main-based and are applicable to site-specific new meter connections. The charges are used to fund

or recover the cost of capital improvements or facility expansions for treated water transmission and

distribution facilities, pumping, and storage facilities related to site-specific facilities.

Clip Code: Terminology used by the enQuesta system that places a small (upper right corner) indicator on

a bill to indicate personal review is required before the bill is mailed to the customer. This code is often an


initial that indicates which CAW employee should review the billing. Additionally, this clip code also

makes the print procedure print clipped billings before other billings and is grouped by the clip/person who

clipped the billing.

Community Services Fee: monthly fee charged by urban service district billing partners.

Container: receptacle used for collecting waste and recycling (synonyms include bin, can, etc.)

Credit Rating: Rating attached to accounts based on payment history.

Cross Connection: A physical connection between potable water and any source of contamination.

CSFR (Customer Service Field Representative): The person that works service orders in the field.

Customer Class: customer classification. Classifications include residential, commercial, industrial, etc.

(Synonyms for customer class include customer type and customer group.)

DAC (Daily Average Consumption): Average usage for an account or grouping of accounts over a time

specified time period.

Delayed Billing: Qualifying low income or social security dependent customers can choose to change their

due date to around the 8th of the month, also known as customer choice due date.

Delinquent Charges: Charges that are unpaid after the due date of the bill.

Deduct Meter: A meter that is used to deduct consumption from a domestic meter so that sewer charges can

be removed from a bill. For example, a brewery may have a domestic meter connection but since most of

the water consumption never returns to the sanitary sewer, the water used in the brewing process is

channeled through a “deduct or diversion meter” so that a reading can be obtained to remove that amount

of consumption from the sewer charges.

Deposit: An amount required when establishing new service, deposit funds are refunded upon establishment

of satisfactory payment history.

Derived Rate: Multiplier for a nonmetered service derived from a metered service (e.g., sewer consumption

derived from water consumption).

Diversion Meter: See “Deduct Meter”.

Due Date: The date payment must be received by CAW.

Effective Date: The date a rate becomes effective.

enQuesta: The current CIS (Customer Information and Billing System) used by CAW.

EDI (Electronic Data Interchange): A computer-to-computer exchange of business documents in a standard

electronic format between business partners.

ESRI: Environmental Systems Research Institute. The company that make the ArcGIS software.


Fire Sprinkler: A fire sprinkler or sprinkler head is the component of a building fire protection system that

discharges water when the effects of a fire have been detected. CAW bills customers twice per year for the

number installed at the location.

Fiscal Year/FY: The accounting period, January 1st to December 31st.

FiServ: One of four vendors who consolidate customer bank bill payments, and present this information to

CAW via a posting file and ACH deposit. This allows customer bill pay banks to avoid mailing a paper

check and CAW to avoid processing these payments via lockbox. The four vendors providing this service

are FiServ – CheckFree division, Metavante, iPay, and Online Resources Corporation.

Franchise Fee: Fee charged by cities for certain charges that are billed.

Gallons: The secondary unit of measure for measure water consumption at CAW. See also CCF.

GIS: Geographic Information System.

Hazard Code: Code assigned to all commercial backflow locations based on service and survey results.

Hydrant: A fixture in a street or other public place with a nozzle by which a hose may be attached to a water

main. CAW bills fire service customers for number of hydrants within a private fire protection system.

IVR: Interactive Voice Response phone system.

InvoiceCloud: The current third-party electronic bill presentment and payment processor used by CAW.

Invoice cloud e-mails invoices to CAW customer who opt in, processes one time and recurring auto-pay

payments both on a website and on the CAW IVR phone system. A website where customers make

payments to CAW.

IPay: One of four vendors who consolidate customer bank bill payments, and present this information to

CAW via a posting file and ACH deposit. This allows customer bill pay banks to avoid mailing a paper



Improvement District: A type of non-utility CAW billing partner typically charging a set monthly fee for

operations or debt services to customers within its boundaries. Common improvement district types that

CAW currently provides billing services for are: water improvement districts; sewer improvement districts;

fire improvement districts; and urban service districts.

Late Payment Fee: A fee assessed to an individual bill when payment is past due.

Location Code: A code used to indicate the location of a meter or backflow device at the premises.

Leak Adjustment: A customer courtesy adjustment performed when a customer has performed a repair to

correct a water leak driven abnormally high bill.

MDM: Mobile Device Management in the context of Information Technology security for mobile devices.

Metavante: One of four vendors who consolidate customer bank bill payments, and present this information

to CAW via a posting file and ACH deposit. This allows customer bill pay banks to avoid mailing a paper




Multiplier: A factor by which a meter read must be multiplied to convert the read into the correct units. The

multiplier can vary depending on the size, meter manufacturer, and register model.

NLRWW (North Little Rock Waste Water): CAW bills wastewater for NLRWW, a billing partner.

NSF (Non-Sufficient Funds): Checks returned from the bank for non-sufficient funds.

NSR (New Service Representative): The person that configures services, rates and fees for new services.

Online Resources Corporation (ORCC): One of four vendors who consolidate customer bank bill payments,

and present this information to CAW via a posting file and ACH deposit. This allows customer bill pay

banks to avoid mailing a paper check and CAW to avoid processing these payments via lockbox. The four

vendors providing this service are FiServ – CheckFree division, Metavante, iPay, and Online Resources

Corporation.

On Peak and Off Peak Consumption: On Peak and Off Peak consumption is a measure of the time of day

water is taken from the CAW system by wholesale water customers. If a wholesale customer uses any water

during peak times, then the entire month is calculated at on peak rates. On Peak consumption is defined as

the hours from 4:01am to 8:59am and/or 5:01pm to 9:59pm. Off Peak is defined as the hours from 9:00am

to 5:00pm and/or 10:00pm to 4:00am.

Payment Arrangement Installments: A payment arrangement splits a large water bill into more manageable

installments. Payment arrangements are made, with a customer, in an effort to keep water on while the

repayment of a delinquent amount occurs. For example, a customer may be unable to pay a $600 past due

water bill in full but can pay current charges plus $100 per month to bring their account current in six

months.

Premise: Location of the service.

Political Jurisdiction: Governing unit which imposes taxes or franchise fees in a defined geographical

boundary.

Political Jurisdiction boundaries: Geographical bound for political jurisdictions.

Promise to Pay: Extension of the due date. Customers can request an extension for up to 2 weeks.

Property Owners Association: entity that provides for the operation and maintenance of common amenities

that exist within some property developments. CAW currently bills for one POA through an Urban Service

District.

Quiesce: To pause or alter a device or application to achieve a consistent state, usually in preparation for a

backup or other maintenance.

Rate Resolution: legal document issued and approved by a utility which sets utility rates for a stated period

of time.

Read Cycle: The grouping of accounts where the meter is read at the same time period during a billing

month.

Recoupment Charges: Payment or credits received after a customer debt has been written off from the

account


Refuse: Same as trash. CAW bills refuse for a billing partner.

Remittance: Money sent as payment for goods or services.

Remittance Party: Billing or political jurisdiction which receives a remittance.

Sanitation Services: Synonyms include garbage, refuse, and solid waste.

Seasonal on & off: Customers with sprinkler meters can request a seasonal on and seasonal off during times

that they will not be watering. These meters are still read and if there is consumption, it will be billed along

with a turn on fee.

Sensitivity Code: Assigned by the backflow department and used by field personnel to identify critical areas

of the service area when shutdown occurs.

Service Connection: A service pipe connecting a premise to a water main. Property owners are responsible

for maintaining service connections after the water meter.

Settlement: Settlement between CAW and its billing partners whereby CAW remits charges billed on behalf

of the billing partners less the billing service fee, write-offs, and other adjustments.

Standpipe: A vertical pipe extending from a water supply, especially one connecting a temporary tap to the

main. CAW bills customers for size and number of standpipes.

Surcharge: An additional charge in a multi-tier rate structure, at CAW surcharges being after 33+CCF of

consumption.

Surety Bond: A surety bond or surety is a promise by a surety or guarantor to pay one party a certain amount

if a second party fails to meet some obligation. CAW accepts surety bonds from commercial customers in

lieu of a deposit.

System Development Charge: A one-time connection charge that provides a means for financing a portion

of the sources of supply, raw water transmission facilities, treatment plants, and treated water transmission

facilities required to provide service to a new customer.

Systems and Software (S&S): The software company that owns and supports enQuesta.

Utility Billing Services (UBS): Business entity under which CAW provides billing services for its own

water and the services of other billing partners. All bills currently issued by CAW are under the name Utility

Billing Services, commonly referred to as UBS.

Vacant Property: A property that no longer has occupancy. If the meter remains at the property, the meter

is read to monitor for consumption.

Watershed Protection Fee: A monthly fee assessed on all water meters. The funds collected are designated

to protection of the CAW water supply.

WebConnect: CAW’s customer self-service portal.

Wholesale Contracts: Contract between CAW and a wholesale customer which sets the rates and minimum

consumption for the wholesaler.


Wholesale/Master Meter: Meters that measure consumption for a city or utility that receives their water

supply from CAW.

Zone: A designated area within the CAW service area. There are 14 zones that are used to route the outside

crew.


ATTACHMENT A – ACKNOWLEDGEMENT OF ADDENDA

CONTRACT:

CUSTOMER INFORMATION SYSTEM (CIS) REPLACEMENT


CENTRAL ARKANSAS WATER

ACKNOWLEDGEMENT OF ADDENDUM FORM

TO BE RETURNED WITH REQUEST FOR PROPOSAL

RFP # ____________ TITLE __________________________________ ACKNOWLEDGEMENT OF RECEIVING ADDENDUM #

______________________ NAME OF VENDOR ________________________________________ FIRM CONTACT ___________________________________________ PHONE _______________________________ MAILING ADDRESS _______________________________________ __________________________________________________________ SIGNATURE OF AUTHORIZED AGENT _______________________

DATE __________________________


ATTACHMENT B – FUNCTIONAL REQUIREMENTS

CONTRACT:



ATTACHMENT B - FUNCTIONAL REQUIREMENTSCENTRAL ARKANSAS WATER


Functional Area Process Functionality or Characteristic Feature Score Core or Non-core

Name of System or Module that Provides this

Functionality

Version of System or Module

Included in the proposed price (Y/N) Comments

1 Manage Customer Account Data2 Document Storage and Retrieval 3 Manage Customer

Account DataDocument storage and retrieval

The ability for an alert to occur when data is not retained and stored in accordance with CAW's legal requirements.

4 Manage Customer Account Data

Document storage and retrieval

The ability for the CIS to interface with a 2D barcode for enterprise software that covers barcode generation and printing on all outgoing customer communications, including bills, and incoming forms given to the customer



The ability to associate documents of any type, to include emails, with multiple premises



The ability to associate documents of any type, to include emails, with multiple accounts



The ability to capture digital files, such as email, with all attributes and attachments intact



The ability to maintain retention schedules and interface with external document management system to trigger purges of electronic documents no longer relevant to account (e.g. medical and other sensitive documents of prior owners when account ownership is changed)



The ability to associate documents with metadata to support document management interface and alignment with retention schedules.



The ability to log the date an attached or linked document was purged.



The ability to log the person or process responsible for purging an attached or linked document



The ability to scan application data and attach a document to a:



- Customer.



- Account.



- Premises.



- Service.



- Meter.



- Asset ID i.e. backflow, and grease trap.



The ability to attach a document and link to an external document management system from the



- Customer.



- Account.



- Premises.



- Service.



- Meter.






The ability to access documents from an external document management system based on automatic lookup associated toa:



- Customer.



- Account.

Instructions: For each Requirement, fill-in the requested information for: Feature Score; Core or Non-Core, Name of System or Module that Provides this Functionality; Version of the System or Module; Included in the Proposed Price; and Comments. In the Comments column, give a narrative response to the functional requirement and how it is met.

Feature Scoring Criteria: 10=Available Out of the Box, 7=Requires Configuration, 3=Requires Customization, 0=Not Answered or Not Available






Functionality







- Premises.



- Service.



- Meter.






The ability to search and access (via hyperlink to a utility file server or a document management system) documents associated with:



- Customer.



- Account.



- Premises.



- Service.



- Meter.






The ability to automatically classify documents as secured or unsecured based on document type and triggering work flow



The ability to store attachments associated with work requests (also referenced under work management, below):



- Videos.



- Photos.



- Audio.



- Documents.



- Large format engineering drawings.



The ability to deliver all outgoing customer correspondence electronically to the utility file server or to the document management system with appropriate metadata.

48 Customer/Account Management 49 Manage Customer

Account DataCustomer/Account Management

The ability to configure customer contact type to indicate the reason the customer contacted the utility (e.g. billing information, construction or maintenance, water emergency, informational, marketing)


Customer/Account Management

The ability to attach multiple contacts to a single account.



The ability to add an authorized person to an account.



The ability to capture and retain a Personal Identifier Numbe(PIN)/passcode from a customer that can be used to identify themselves.



The ability to update accounts in bulk based on an external list / file. This tool should be flexible, with the ability to select a certain field and change / update a value in that field. This would only be accessible by the system administrator.






Functionality







The ability to allow the use of externally managed data to set account attributes.



The ability to check for duplicate customers based on user-defined criteria:



- Customer first or last name.



- Driver's license number



- Social Security Number (SSN).



- SSN by last 4 digits.



- Tax Identification Number (TIN).



- Phone number.



- Mailing address.



- Email address.



The ability to search by:



- Customer first or last name.



- Customer business name.



- Account number.



- Legacy system customer account number.



- Bill amount owed.



- Premise address.



- Premises number.



- Street name.



- Street number and street name.



- Street block.



- Driver's license number



- Social Security Number (SSN).



- SSN by last 4 digits.



- SSN by last 4 digits with balance.



- SSN with balance.



- Tax Identification Number (TIN).



- Service order number.



- Phone number.



- Owner number.






Functionality







- Mailing address.



- Email address.



- Meter number.



- Asset ID (i.e. Hydrant number, backflow serial number).



- Hydrant number.



The ability to categorize notes.



The ability to search text within notes.



The ability to add account activity notes that can be saved on multiple specified accounts or groups of accounts



The ability to display all customers, with move in and out dates, that have lived at the location from one screen



The ability to display all accounts for a customer from one screen.



The ability to capture and retain the customer's entire name with minimum 30 characters per field including the following:



- First.



- Middle.



- Last.



-Title.



- Suffix.



- Double last name.



- Business name.



- DBA.



- C/O.



The ability to capture and retain one or more types of identification such as



- Driver's license.



- Phone number.



- SSN.



- TIN.



- Date of birth.



- Passport number.



- State ID.



- Foreign consulate ID.



- Military ID.






Functionality







The ability to mask Social Security numbers displaying only the last 4 digits in user screens based upon security roles.



The ability to capture and retain additional fields:



- Executor name.



- Executor name - Beginning and end date.



- Business Name.



- 'Doing Business As' or Nickname.



- Security Question to verify contact identity.



- Customer Primary language.



- Power of Attorney.



- An indicator that will be used to prevent a shut off service before staff has had a chance to review



- An indicator to identify when a customer requires TDD/TYY communication.



The ability to configure at least 50 customer user defined fields that can be labeled at the following levels



- Customer.



- Account.



- Premises.



- Service.



- Meter.






The ability to configure an unlimited amount of Customer Classifications (e.g. Senior)



The ability to mass create multiple account numbers simultaneously copying the same owner and premise information.



The ability for a system to assign a sequential account number to a new services account



The ability to configure customer groups such as Residential and Multi-Unit Residential, etc.



The ability to export data from a grid to a spreadsheet.



The ability to indicate if an account is under a subsidy program (i.e. discount for low income)



The ability to add an expiry date for the subsidy program.



The ability to automatically send a notification 'x' days before the subsidy program is to expire



The ability to indicate if an account is a medical alert account.



The ability to add an expiry date for the medical alert.



The ability to attach the medical alert to the customer not the property.






Functionality







The ability to automatically send a notification of expiration when the customer moves from one location to another in the same service area.



The ability to automatically expire the medical alert when the customer moves out.



The ability to automatically send a notification 'x' days before the medical alert is to expire

146 Landlord/Tenant147 Manage Customer

Account DataLandlord/Tenant The ability to add an indicator allowing the landlord to

receive a copy of the tenant 'disconnect for non-pay' notification


Landlord/Tenant The ability to automatically send a notification to the landlorwith agreement if the tenant has been disconnected for non-pay and the indicator allows this notification.


Landlord/Tenant The ability to automatically revert back to the landlord when the tenant moves out or if the account is closed


Landlord/Tenant The ability to set up a landlord agreement that has a start and optional stop date.


Landlord/Tenant The ability if the landlord changes, for all tenant's accounts tupdate automatically with the new landlord information.


Landlord/Tenant The ability to configure the system not to charge a move in fee for the landlord

153 Service Line Protection Fee154 Manage Customer

Account DataService Line Protection Fee

The ability to configure workflows for enrollment / cancellation, and adjustments of an account for Service Line Protection.


Service Line Protection Fee

The ability to enroll an account into Service Line Protection for each service (i.e. water only, sewer only, water and sewer.)



The ability to indicate the status for the enrollment in Service Line Protection for each service (e.g. cancelled, active, terminated, ineligible.)



The ability to enter start and end dates for the Service Line Protection for each service



The ability to indicate the source of the enrollment or cancellation for the Service Line Protection for each service.

159 Contact information - Phone email address160 Manage Customer

Account DataCustomer Correspondence

The ability to indicate the customer's preferred communication type:


Customer Correspondence

- Text.



- Email.



- Phone.



- Mail.



- Language.



- TTD/TTY.



The ability to identify the preferred contact record within a selected contact type, if more than one option exists.



The ability to configure 'Do Not Call/Contact' type so that thcustomer can choose to be contacted for collections but not contacted for a campaign



The ability to identify a contact type as "Do Not Call" with aeffective to and from date






Functionality






Phone The ability to maintain multiple telephone numbers per contact:


Phone - Home.


Phone - Work.


Phone - Mobile.


Phone - Other.


Phone The ability to configure phone number type to be available from a drop-down box (e.g. mobile)


Phone The ability to capture and retain when and how the customer has agreed to be contacted for a certain phone number (e.g. via an agent, text message acceptance, or web interface).



The ability to store multiple email addresses per contact.



The ability to indicate at the individual email address level, if it is used for eBilling with a start and end date



The ability to indicate at the individual email address level, how the email will be used for communication with a start and end date.



The ability for customer service representatives to register customers for notifications:



- Bill available notification.



- Bill due notification.



- Bill past due notification.



- Shutoff scheduled notification.



- Water emergency notifications.



- Usage notifications.



- Other (configurable).



The ability for customer service representatives to see notifications currently available to customers on any website or portal from the main account page, including:



- Past due bill/amount



- Marketing messages for conservation and other scenarios



- Configurable for customer class, and billing entities.



- Customer selected notifications, including:



- Bill available notification.



- Bill due notification.



- Bill past due notification.



- Shutoff scheduled notification.









Functionality













The ability for customers to manage their alerts by the following methods for each type



- Letter.



- Email.



- Text.



- Bill message.



- Telephone call.


Address The ability to capture and retain multiple mailing addresses.


Address The ability to capture and retain a third-party address that canreceive copies of bills


Address The ability to capture and retain a third-party address that canreceive copies of notices


Address The ability to retain and label multiple mailing addresses per customer via a drop-down valid values list


Address The ability to create and retain history of temporary mailing address with effective from and effective to dates


Address The ability of the system to update addresses based on CASSand ZIP+4 standards.

212 Customer Correspondence213 Manage Customer

Account DataCustomer Correspondence

The ability to select customers for communication from a variety of methods



- GIS integration (drawing polygons over a service area).



- Workflow identifying certain customers or accounts.



- Ad-hoc queries identifying certain customers or accounts.



The ability for customers to select the type of communications to receive for each contact method. Communication types include but are not limited to



- Service order completion.



- Billing or usage exceptions.



- Past due invoice, other billing or collections alerting.



- Water emergency/major event notification.



- Water maintenance.



- Public service announcements (e.g. freeze precautions, conservation tips)



The ability to configure workflows for correspondence to ensure the correct coding of incoming correspondence, the documentation of why the inquiry exists, and the assignment of the resulting tasks to the applicable party.



The ability to identify subsets of accounts (e.g. by billing partners, city, subdivision, etc.) to alert customers by preferred type of communication of major events – main breaks and other maintenance.






Functionality







The ability to select one or more authorized contacts to receive each communication type (letter, email, etc.) related to the customer account.



The ability to create notification templates to pull data from any field in the database



The ability to indicate that a letter was sent via certified mail with the certified number



The ability to import a list of accounts to receive a notification through the customer's preferred channe

230 Campaigns231 Customer Management Campaigns The ability to add unlimited number of campaigns to

accounts. 232 Customer Management Campaigns The ability to create workflows per campaign type233 Customer Management Campaigns The ability to retain progress / approval of campaign

eligibility with dates, approver and cross reference to documents received.

234 Customer Management Campaigns The ability to retain account eligibility for campaigns with effective from / effective to dates

235 Customer Management Campaigns The ability to retain campaign information specific to the premises with a start and end date.

236 Customer Management Campaigns The ability to retain campaign information specific to the account with a start and end date

237 Customer Management Campaigns The ability to configure in the workflow an automatic adjustment (credit) once an account has been approved for a campaign.

238 Customer Management Campaigns The ability to prevent an account from being enrolled in certain campaigns for a certain period of time if they have been enrolled in the past.

239 Account Bill Data240 Manage Customer

Account DataAccount Bill Data The ability for the CSR to view on screen multiple measuring

units for the water consumption (i.e. gallons, CCF)


Account Bill Data The ability to view Average Daily Usage for user-specified dates for the selected account by


Account Bill Data - Register head.


Account Bill Data - Meter.


Account Bill Data - Account.


Account Bill Data - Premises.


Account Bill Data - Customer.


Account Bill Data The ability to view detailed bill calculations for each:


Account Bill Data - Rate.


Account Bill Data - Service.


Account Bill Data - Meter.


Account Bill Data The ability to view detailed bill calculations in one screen for the selected bill.


Account Bill Data The ability to view consumption history per meter (current and historical) on an account


Account Bill Data The ability to view consumption history per radio transmission unit (current and historical) on an account






Functionality






Account Bill Data The ability to view consumption history for each meter and radio transmission unit at the premises in one screen for user specified dates and service categories e.g. view 13 months of readings and consumption in one screen for water service only.


Account Bill Data The ability to export consumption history for each meter and radio transmission unit at the premises in one screen for user specified dates and service categories. Ex: view 13 months oreadings and consumption in one screen for water service only.

256 Account Services and Premises Attributes257 Account Management Account Services and

Premises AttributesThe ability to capture and retain at the premises:

258 Account Management Account Services and Premises Attributes

- GIS address ID.


- Each billing partner.


- Each political jurisdiction.


- Subdivision name.


- Tax code (e.g. County/City).


- Premises status history.


- Septic tanks.


- Private well.


- Subdivision block.


- Subdivision lot.


- Parcel ID.


- The X, Y, and Z coordinates.


- Tap number.


- Curb stop number.


- Number of fire sprinkler heads.


- Number of private fire standpipes.


- Size of each private fire standpipes.


- The type of trash bin (i.e. Regular, recycle).


- The number of trash bins by type (i.e. Regular, recycle).


- Private maintained hydrants id number.


- Number of maintained private hydrants.


- Zone.


- Service lateral(s).


The ability to view the premise in a map from the main Customer Account screen.






Functionality






The ability to capture and retain NAICS (North American Industry Classification System) codes and other classifications. https://www.census.gov/eos/www/naics


The ability to mass create premises for a new development (subdivision).


The ability to attach a rate to a service.


The ability to attach rates to the meter(s).


The ability to retain X, Y, and Z coordinates of the meter(s).


The ability to retain the service effective (service initiation) date.


The ability to retain the service status change date.


The ability to retain service material (i.e. copper, lead, etc.) athe service line level (there could be multiple lines on an account that have lead).


The ability to retain service material percentage (i.e. copper percentage, lead percentage, etc.).


The ability to retain service material attributes (i.e. service diameter, length, main size, etc.)


The ability to retain the date of installation and removal of:


- Tap / service location.


- Meter(s).


- Register head.


- AMI/R device.


The ability to configure and assign a reason code when stopping service. (e.g. demolition)


The ability to configure and assign a reason code for the removal or change of a service


The system has a bulk import tool that can be used to import multiple premises at one time


The ability to indicate that a service is available but not being used. Ex: customers may be connected to the sewer system but have a septic tank


The ability for a pop screen to be generated for accounts that have a septic tank and sewer service is available.


The ability for a pop screen to be generated for accounts that have a septic tank and sewer service is not available


The ability for an authorized user to configure more service types in the future if needed


The ability to retain consumption on a service/meter but exclude from billing.


The ability to capture and retain basin information (wastewater treatment plant).

306 Master Accounts for Grouped Billing307 Account Management Master Accounts The ability for several sub-accounts to be established with a

single master account.308 Account Management Master Accounts The ability for the receivables of sub-accounts to be assigned

to a single master account. 309 Account Management Master Accounts The ability to generate a summary bill for multiple accounts.

310 Account Management Master Accounts The ability to post payments to the master account and have the payments be applied to the sub accounts






Functionality





311 Account Management Master Accounts The ability to Cancel / Rebill a sub-account which will update the master account balance

312 Account Management Master Accounts The ability to create a master account where the master does not have a premise in the utility service area

313 Account Management Master Accounts The ability to provide a summary of charges for the sub accounts on the master account

314 Account Management Master Accounts The ability to set payment allocation rules for the master summary account.

315 Account Management Master Accounts The ability for the master summary account to be included in delinquency processes.

316 Account Management Master Accounts The ability for the master summary account to be included in write-off processes.

317 Account Management Master Accounts The ability to retain a start date when sub-accounts are addedto the Master Summary Account.

318 Account Management Master Accounts The ability to retain an end date when sub-accounts are removed from the Master Summary Account.

319 Account Management Master Accounts The ability for the user to allow the Master account to bill even when a sub account does not bill

320 Moves/transfers321 Manage Customer

Account DataMoves/Transfers The ability to initiate a "welcome" new owner workflow

when a new customer moves in322 Manage Customer

Account DataMoves/Transfers The ability to configure the system to create the appropriate

service orders automatically when a move is processed.


Moves/Transfers The ability to configure the system that during a move out, it is required for the CSR to enter a forwarding address


Moves/Transfers The ability to configure the system to use a captured read for a move out/in, if the captured read is less than 'x' days old.


Moves/Transfers The ability to require the user to enter phone number while processing a move but can be overridden by the supervisor.


Moves/Transfers The ability to allow the user to choose to transfer the current balance from one account to another when a customer moves from one property to another property


Moves/Transfers The ability to automatically transfer an account balance for a closed account to the customer's active account 'x' days after the account closes.


Moves/Transfers The ability to configure the transfer balance so that the current general ledger accounts are retained on the new account.


Moves/Transfers The ability to transfer the average wintertime consumption on an account if a customer moves from one property to another property within 'x' days


Moves/Transfers The ability to allow the user to choose if the ACH should be transferred from one account to another during transfer of a move.


Moves/Transfers The ability to configure the system to allow the customer choice due date to follow the customer when the customer moves to another location within the service area


Moves/Transfers The ability to move someone in on a date in the past.


Moves/Transfers The ability to view write off accounts during a move and transfer the write off balance to the customers move in account.


Moves/Transfers The ability to configure system so that the current general ledger accounts are retained on the new account


Moves/Transfers The ability to retain the move history of a premise.


Moves/Transfers The ability to configure the status of a move.






Functionality






Moves/Transfers The ability to cancel a move and it automatically cancels the service order.

338 New Service Connection 339 New Service New Service

Connection Set UpThe ability to accept a misc. payment from a customer for a new service charges at a premise without a meter. The transaction must generate a unique ID (e.g. account + premise ID). The unique ID is for county permit tracking

340 New Service New Service Connection Set Up

The ability to set up a staging account for new service fee quotes that can be associated to a service address


The ability to view, accept, reject or modify potential services, rates and fees based on defaults provided through an interface with GIS. See Attachment R, Interfaces.


The ability to add fees real-time and print a corresponding invoice with line item charges


The ability to establish a workflow for tracking pending new connections to trigger account activation


The ability to accept deposits on non-premises based accounts.

345 Support for Meter Life-Cycle Program346 Meters Meter Maintenance The ability to capture and retain water meters as serialized

assets in a configurable list of locations.347 Meters Meter Maintenance The ability to capture and retain key attributes of the meter

including:348 Meters Meter Maintenance - Number.349 Meters Meter Maintenance - Serial number.350 Meters Meter Maintenance - Size.351 Meters Meter Maintenance - Manufacturer.352 Meters Meter Maintenance - Model.353 Meters Meter Maintenance - Type.354 Meters Meter Maintenance - Material.355 Meters Meter Maintenance - Kind.356 Meters Meter Maintenance - Register type.357 Meters Meter Maintenance - Number of registers.358 Meters Meter Maintenance - Register model.359 Meters Meter Maintenance - Number of digits on the register360 Meters Meter Maintenance - Number of digits encoded.361 Meters Meter Maintenance - Number of digits to the billable unit362 Meters Meter Maintenance - Unit of measure (gal or CCF).363 Meters Meter Maintenance - Multiplier.364 Meters Meter Maintenance - Warranty expiry date365 Meters Meter Maintenance The ability to create service orders for private hydrant

maintenance.366 Meters Meter Maintenance The ability to capture and retain if the private hydrant is

maintained by CAW367 Meters Meter Maintenance The ability to track status of the meter, i.e. available,

installed, removed, RMA (returned merchandise authorization), disposed of, etc

368 Meters Meter Maintenance The ability to capture and retain key dates associated with each water meter and maintain the history

369 Meters Meter Maintenance - Date received.370 Meters Meter Maintenance - Date installed.371 Meters Meter Maintenance - Date removed.372 Meters Meter Maintenance - Date of test.373 Meters Meter Maintenance - Date of maintenance374 Meters Meter Maintenance - Date of inspection375 Meters Meter Maintenance - Date disposed.376 Meters Other Devices - Warranty expiry date377 Meters Meter Maintenance The ability to capture and retain key data associated with

work performed on the water meter378 Meters Meter Maintenance - Date work was performed.






Functionality





379 Meters Meter Maintenance - Type of work performed380 Meters Meter Maintenance - Who performed the work.381 Meters Meter Maintenance - Service order number on which work was performed382 Meters Meter Maintenance The ability to schedule future maintenance alerts of a water

meter by: 383 Meters Meter Maintenance - Maintenance type (inspection, test, replace, etc.).384 Meters Meter Maintenance - Date to inspect.385 Meters Meter Maintenance - Date to test.386 Meters Meter Maintenance - Date to replace.387 Meters Meter Maintenance - Date of warranty expiry388 Meters Meter Maintenance - Consumption to test.389 Meters Meter Maintenance - Consumption to replace390 Meters Meter Maintenance - Total consumption parameter391 Meters Meter Maintenance The ability to automatically push, after review by the user,

these future maintenance alerts to specific service order workflow.

392 Meters Meter Maintenance The ability to provide user-configurable fields to accommodate meter test results from testing stations:

393 Meters Meter Maintenance - Low flow.394 Meters Meter Maintenance - Medium flow.395 Meters Meter Maintenance - Cross-over flow.396 Meters Meter Maintenance - High flow.397 Meters Meter Maintenance - Changeover flow.398 Meters Meter Maintenance - Date.399 Meters Meter Maintenance - Tester.400 Meters Meter Maintenance - Test notes.401 Meters Meter Maintenance The ability to configure an action to send test results

notification to a customer402 Meters Meter Maintenance The ability to reset the reading to zero when register head

changes occur and the serial number stays the same403 Meters Meter Maintenance The ability to load water meters into inventory en-masse

from a file provided by the meter vendor as the meters are shipped and received in the warehouse

404 Meters Meter Maintenance The ability to assign water meters to a specific department and installer.

405 Meters Meter Maintenance The ability to capture and retain who installed the meter406 Meters Meter Maintenance The ability to associate radio transmitters to a specific water

meter register.407 Meters Meter Maintenance The ability to store readings that are less than a billable unit

and calculate consumption automatically for each water meter register based on a billing multiplier.

408 Meters Meter Maintenance The ability to handle compound meters, with multiple and dual port radio transmitters

409 Meters Meter Maintenance The ability to schedule meter maintenance.410 Meters Meter Maintenance The ability to schedule meter maintenance based on size of

meter.411 Support for Managing Other Devices412 Meters Other Devices The ability to capture and retain radio transmitter as

serialized asset.413 Meters Other Devices The ability to capture and retain key attributes of the radio

transmitter: 414 Meters Other Devices - Manufacturer.415 Meters Other Devices - Model.416 Meters Other Devices - model number.417 Meters Other Devices - Version.418 Meters Other Devices - Number of digits it will read419 Meters Other Devices The ability to capture and retain status of the radio

transmitter, i.e. available, installed, removed, RMA (returnedmerchandise authorization), disposed of, etc

420 Meters Other Devices The ability to capture and retain key dates associated with each radio transmitter and maintain the history






Functionality





421 Meters Other Devices - Date received.422 Meters Other Devices - Date installed.423 Meters Other Devices - Date removed.424 Meters Other Devices - Date of test.425 Meters Other Devices - Date of maintenance426 Meters Other Devices - Date of inspection427 Meters Other Devices - Date disposed.428 Meters Other Devices - Warranty expiry date429 Meters Other Devices The ability to capture and retain key data associated with

work performed on the radio transmitter:430 Meters Other Devices - Date work was performed.431 Meters Other Devices - Type of work performed432 Meters Other Devices - Who performed the work.433 Meters Other Devices - Service order number on which work was performed434 Meters Other Devices The ability to load radio transmitters into inventory en-masse

from a file provided by the vendor435 Meters Other Devices The ability to assign radio transmitters to a specific

department and installer436 Meters Other Devices The ability to schedule future maintenance alerts of a radio

transmitter by maintenance type (inspection, test, replace, etc.) and date (date to inspect, date to test, date to replace, date of warranty expiry)

437 Meters Other Devices The ability to automatically push, after review by user, futuremaintenance alerts to specific service order workflow.

438 Meters Other Devices The ability to allow multiple ports to be associated with radiotransmitter unit identification numbers

439 Meters Other Devices The ability to associate radio transmitters to a specific water meter register.

440 Meters Other Devices The ability to notify user of duplicate radio transmitter number when the service order is being processed

441 Meters Other Devices The ability to synchronize, Account, Meter and radio transmitter unit data with AMI/R Meter System to support metering and meter/radio transmitter unit exchanges

442 Cross-Connection / Backflow Prevention; Inspection Functions

443 Meters Backflow The ability to capture and retain attributes of the backflow device including:

444 Meters Backflow - Serial number.445 Meters Backflow - Size.446 Meters Backflow - Manufacturer.447 Meters Backflow - Model.448 Meters Backflow - Type.449 Meters Backflow - Testable.450 Meters Backflow - Location.451 Meters Backflow - CAW owned.452 Meters Backflow The ability to retain backflow device information for a

location when a meter does not exist453 Meters Backflow The ability to attach a backflow device to a meter454 Meters Backflow The ability to assign and retain status of the backflow device.

455 Meters Backflow The ability to capture and retain the history of backflow devices at a location

456 Meters Backflow The ability to capture and retain key dates with history associated with each backflow device

457 Meters Backflow - Date of test.458 Meters Backflow - Tester name.459 Meters Backflow - Certification information460 Meters Backflow - Test kit.461 Meters Backflow - Follow up date.462 Meters Backflow The ability to include in notifications






Functionality





463 Meters Backflow - Serial number.464 Meters Backflow - Last test date.465 Meters Backflow - Tester name of who last tested device466 Meters Backflow - Meter number.467 Meters Backflow - Service address.468 Meters Backflow - Account number.469 Meters Backflow The ability to fully configure when notifications are created

or sent.470 Meters Backflow The ability to configure the system to create a follow up task,

for up to a minimum of 5 years, for a user to contact the customer when the follow up date is reached

471 Meters Backflow The ability to capture and retain hazard codes per backflow device.

472 Meters Backflow The ability to capture and retain sensitivity codes per account used to symbolize addresses in GIS

473 Meters Backflow The ability to leverage sensitivity codes captured in the Backflow process in the water meter shutoff workflow

474 Meters Backflow The ability to capture and retain backflow information at the premises.

475 Meters Backflow The ability to upload backflow preventer information and maintenance via web by certified testers.

476 Meters Backflow The ability to schedule future maintenance alerts of a backflow preventer by maintenance type (inspection, test, certification, etc.) and date or total consumption parameter (date to inspect, date to test, date of warranty expiry).

477 Meters Backflow The ability to automatically push (if the user chooses) future maintenance alerts to specific service order workflow or to a notice to the property owner

478 Meters Backflow The ability to associate a backflow preventer to a specific water meter.

479 Meters Backflow The ability to manage contact information for backflow customers.

480 Meters Backflow The ability to send backflow notifications to separate contact information for each backflow

481 Meters Backflow The ability to send notifications to customers whose compliance is about to expire

482 Meters Backflow - Letter.483 Meters Backflow - Email.484 Meters Backflow - Text.485 Meters Backflow - Bill message.486 Meters Backflow - IVR - robocall.487 Meters Backflow - Telephone call488 Meters Backflow The ability to create backflow service orders from CIS and

report status back to CIS automatically for out of compliance backflow devices and ad hoc orders as needed.

489 Meters Backflow The ability to configure workflows to add charges to an account where non-compliance exists.

490 Meters Backflow The ability to alert user that a backflow device is out of compliance.

491 Meters Backflow The ability for the CIS to not allow duplicate backflow serial numbers.

492 Meters Backflow The ability to capture and retain the date a survey was returned from the customer.

493 Grease Trap494 Meters Grease Trap The ability to track and manage inventory495 Meters Grease Trap The ability to manage grease trap devices for compliance496 Meters Grease Trap The ability to manage grease trap inspections497 Meters Grease Trap The ability to create a workflow to manage grease trap size

approvals.






Functionality





498 Meters Grease Trap The ability to alert when FOG customers have not reported pumping their grease trap within a certain time period.

499 Meters Grease Trap The ability to add an indicator for a grease trap500 Meters Grease Trap The ability to retain the date of installation and removal of a

grease trap.501 Water Quality502 Water Quality Data The ability to capture and retain water quality complaints503 Water Quality Data - Classification of complaint as an odor complain504 Water Quality Data - Classification of complaint as a taste complaint505 Water Quality Data - Classification of complaint as an illness complain506 Water Quality Data - Classification of complaint as an appearance complain507 Water Quality Data - Classification of complaint as an misc. complain508 Water Quality Data The ability to assign multiple classifications per complaint.

509 Read Meters510 Read Meters Read Meters The ability to manage meter reads from any system including

handhelds, AMR, AMI, Touch read511 Read Meters Read Meters The ability to manage meter reads from a MDMS512 Read Meters AMR Codes The ability for Meter Reading codes to trigger:513 Read Meters AMR Codes - Service orders.514 Read Meters AMR Codes - Notifications to customers515 Read Meters AMR Codes - Tasks to users.516 Read Meters AMR Codes The ability to configure a minimum of 3 meter reading

comment/trouble codes and descriptions to be exported in themeter reading file.

517 Read Meters AMR Codes The ability to configure a minimum of 3 meter reading location codes and descriptions to be exported in the meter reading file.

518 Read Meters AMR Codes The ability to include all of the comment/trouble codes and descriptions on the meter read exception screen

519 Read Meters AMR Codes The ability to include all of the meter reading comment/trouble codes and descriptions on the service order.

520 Read Meters AMR Codes The ability to include all of the meter reading location codes and descriptions on the service order

521 Read Meters Meter Reading The ability to schedule the creation of the meter reading export file.

522 Read Meters Meter Reading The ability to schedule the creation of the meter reading import file.

523 Meters Other Devices The ability to upload billable reads from the AMI/R system.

524 Meters Other Devices The ability to import reads from non-AMI/R sourced meter reads such as flat file csv

525 Read Meters Meter Reading The ability to capture and retain from the import file the526 Read Meters Meter Reading - location code/description of the meter527 Read Meters Meter Reading - key/access code information528 Read Meters Meter Reading - notes from the meter reader.529 Read Meters Meter Reading - trouble/comment codes.530 Read Meters Meter Reading - GPS coordinates531 Read Meters Meter Reading The ability that if an error occurs while importing or

exporting, the job does not stop, and an error log is created for review.

532 Read Meters Meter Reading During import of the meter reading import file, the ability to configure the system to create an exception for a meter reading when a meter has been added in the meter import fileby the meter reader through the handheld.

533 Read Meters Meter Reading During import of the meter reading import file, the ability to configure the system to automatically install the meter when a meter has been added in the meter import file by the meter reader through the handheld.






Functionality





534 Read Meters Meter Reading The ability to accept updated meter sequencing based on updates submitted by the meter reader during reading a route.

535 Read Meters Meter Reading The ability to configure multiple meter reading types:536 Read Meters Meter Reading - actual read.537 Read Meters Meter Reading - informational read538 Read Meters Meter Reading - estimated read.539 Read Meters Meter Reading - final read.540 Read Meters Meter Reading - interim read.541 Read Meters Meter Reading - forced read.542 Read Meters Meter Reading The ability to set priority on read type with the highest

priority being used for billing543 Read Meters Meter Reading The ability to import consumption544 Read Meters Meter Reading The ability to update the sequence number when the meter

reading file is imported545 Read Meters Meter Reading The ability to read meters for vacant properties and monitor

for consumption.546 Read Meters Meter Reading The ability to configure the system to set a maximum

consumption at a vacant property that will initiate an action if consumption does occur.

547 Read Meters Meter Reading The ability to set a meter or service as seasonal. The meter continues to be read but an exception is generated if there is consumption.

548 Read Meters Meter Reading The ability for the system to automatically change the seasonal service to active when consumption is found

549 Read Meters Meter Reading The ability for the system to automatically charge a fee when the seasonal service changes to active

550 Read Meters Meter Reading The ability to exclude weekends and holidays when creating the meter read calendar.

551 Read Meters Meter Reading The ability to support route optimization552 Read Meters Meter Reading The ability to prorate consumption by number of days553 Read Meters Meter Reading The ability to retain all adjustments to meter readings554 Read Meters Meter Reading The ability to capture the user ID that made adjustments to

meter readings.555 Read Meters Meter Reading The ability to require a reason code when a meter reading is

changed.556 Read Meters Meter Reading The ability to display the meter reading "source" (e.g.

MDMS, FCS, System Estimate, Manual Read, Opening Read, Removal Read).

557 Read Meters Meter Reading The ability to read meters in one unit and then bill in another unit (i.e. read in gallons and bill in CCF)

558 Sub-metering559 Read Meters Sub Meter The ability to assign sub meters to a master meter560 Read Meters Sub Meter The ability to sum sub meter consumption to any master

meter.561 Read Meters Sub Meter The ability to deduct consumption of one or more sub meters

from the master meter consumption for separate billing of master meter consumption.

562 Read Meters Sub Meter The ability to bill each sub meter separately563 Reading Exceptions564 Read Meters Reading Exceptions The ability for the user to filter criteria when managing

exceptions.565 Read Meters Reading Exceptions The ability for the user to view all in the same grid566 Read Meters Reading Exceptions - Exception description567 Read Meters Reading Exceptions - Current average daily consumption568 Read Meters Reading Exceptions - Percentage change since last bill569 Read Meters Reading Exceptions - Average consumption.570 Read Meters Reading Exceptions - Meter number.571 Read Meters Reading Exceptions - Current reading.572 Read Meters Reading Exceptions - Read date.573 Read Meters Reading Exceptions - Previous reading.






Functionality





574 Read Meters Reading Exceptions - Number of days between reads.575 Read Meters Reading Exceptions - Calculated consumption576 Read Meters Reading Exceptions - Account number.577 Read Meters Reading Exceptions - Premises address.578 Read Meters Reading Exceptions - Meter size.579 Read Meters Reading Exceptions - Rate code.580 Read Meters Reading Exceptions - Last Service Order581 Read Meters Reading Exceptions The ability to provide 12 months of consumption history for

the selected exception without leaving the grid screen. 582 Read Meters Reading Exceptions The ability to manage reading exceptions in the system via

workflow. 583 Read Meters Reading Exceptions The ability for a user to mass approve or deny exceptions584 Read Meters Reading Exceptions The ability to configure meter reading exceptions585 Read Meters Reading Exceptions - High consumption based on percentage change from

previous consumption history586 Read Meters Reading Exceptions - Low consumption based on percentage change from

previous consumption history587 Read Meters Reading Exceptions - Zero consumption by service type588 Read Meters Reading Exceptions - Negative consumption589 Read Meters Reading Exceptions - 'X' months decreased consumption590 Read Meters Reading Exceptions - 'X' months increased consumption591 Read Meters Reading Exceptions The ability to configure exceptions based on average use

consumption.592 Read Meters Reading Exceptions The ability for meter reading exceptions to initiate actions:

593 Read Meters Reading Exceptions - Notification to the customer594 Read Meters Reading Exceptions - Tasks.595 Read Meters Reading Exceptions - Service order.596 Read Meters Reading Exceptions The ability to configure meter reading exceptions by597 Read Meters Reading Exceptions - Rate.598 Read Meters Reading Exceptions - Service type.599 Read Meters Reading Exceptions - Meter size.600 Calculate Consumption & Manage Rates601 Calculate Consumption

& Manage RatesCalculate Consumption The ability to record consumption up to 10 digits.

602 Geographical Rate & Fee Relationships603 Calculate Consumption

& Manage RatesGeographical Rate & Fee Relationships

The ability to associate each rate and assessment with one and only one Billing Entity.

604 Calculate Consumption & Manage Rates

Geographical Rate & Fee Relationships

The ability for each Billing Entity to charge one or many rates and assessments.



The ability to associate each rate and assessment with one or many political jurisdiction



The ability for each Political Jurisdictions to charge a unique percentage rate for each tax or franchise fee.



The ability for each Political Jurisdictions to apply each tax or franchise fee to a unique combination of services and assessments.



The ability to maintain history including start and end dates for each Billing Entity and Political Jurisdictions association on each account.



The ability to present accounts for review and update where the Billing Entity and Political Entity attributes differ between GIS and CIS and allow updates to associated services, assessments, taxes and franchise fees via a semi-automated process.



Billing functionality within the CIS must survive catastrophifailure of the GIS system.

611 Estimate Consumption612 Calculate Consumption

& Manage RatesEstimate Consumption The ability to configure the system to automatically generate

a service order when exceeding the allowable number of consecutive estimated reads






Functionality






Estimate Consumption The ability for the system to be configured to generate a warning for the read and place it in a queue to be reviewed when a threshold of consecutive estimates is exceeded.


Estimate Consumption The ability to configure estimation rules by:


Estimate Consumption - Service type.


Estimate Consumption - Meter size.


Estimate Consumption - Customer class (e.g. residential, irrigation, commercial, industrial, etc.).


Estimate Consumption - Billing Entity.


Estimate Consumption - Read type.


Estimate Consumption - Rate.


Estimate Consumption - Using current daily average consumption.


Estimate Consumption The ability to allow manual estimates to be entered.


Estimate Consumption The ability to configure the system to use an estimated read ian actual read has not been collected by 'x' number of days after reads for the cycle have been uploaded


Estimate Consumption The ability to create estimations for a full cycle of reads.

625 Average Wintertime Consumption (AWC)626 Calculate Consumption

& Manage RatesAverage Wintertime Consumption

The ability to configure the rate to use the AWC to calculate the charges.


Average Wintertime Consumption

The ability to calculate the AWC based on a configurable minimum length of consumption history, based on customer, regardless of premise.



The ability to calculate AWC based on average consumption of 'x' of months and apply it to qualifying accounts.



The ability to calculate AWC by billing partner and apply it to qualifying accounts



The ability to calculate AWC by customer class and apply it to qualifying accounts



The ability for the CSR to select calculated AWC based on previous premise or previous customer or manually enter an AWC.



The ability to recalculate the AWC annually for each meteredwater service in support of the derived wastewater service.



The ability to calculate the AWC based on averaged consumption used between a recurring start and end date based on bill date.



The ability to calculate the AWC based on averaged consumption used between a recurring start and end date based on read date.



The ability to identify which services will leverage AWC (currently only North Little Rock and Little Rock Water Reclamation Authority)



The ability to update the AWC.



The ability to override the AWC.



The ability to change the sewer consumption from AWC to actual consumption.






Functionality







The ability to retain AWC information for historical purposes.

640 Rate Structure 641 Calculate Consumption

& Manage RatesManage & Update Rates & Fees

The ability to apply a rate en-masse on accounts based on one or more definable characteristic


Manage & Update Rates & Fees

The ability to apply a one-time rate en-masse on accounts based on one or more definable characteristics



The ability to apply a one-time assessment en-masse on accounts based on one or more definable characteristics



The ability to apply an on-going rate, assessment, tax or franchise fee en-masse on accounts based on one or more definable characteristics


Apply Rates & Manage Updates

The ability to configure each rate and assessment as the default based on a unique combination of Billing Partner and Political Jurisdictions.



The ability to configure each rate and assessment as required or optional based on a unique combination of Billing Partner and Political Jurisdictions.



The ability to maintain rates and assessments at the service connection level



The ability to maintain rates and assessments at the meter level.



The ability to associate start and optional end dates with each:



- Rate.



- Assessment.



- Tax.



- Franchise fee.



The ability to use historical rates in the Cancel/Rebill process.



The ability to use historical assessments in the Cancel/Rebill process.



The ability to use historical taxes in the Cancel/Rebill process.



The ability to use historical franchise fees in the Cancel/Rebill process



The ability for the system to automatically populate the old rate with an end date and creates a start date for the new ratewhen copying an existing rate



The ability to use a percentage to calculate the discount for water and sewer charges.



The ability to use a percentage to calculate the discount for a bill.



The ability to configure a rate to apply a credit to a service for 'x' number of months

662 Apply Metered & Derived (Sewer) Rates663 Calculate Consumption

& Manage RatesApply Metered & Derived Rates

The ability to configure the calculation of metered and derived rates based on attributes


Apply Metered & Derived Rates

- Service type.



- Meter size.



- Customer class (e.g. residential, irrigation, commercial, industrial, etc.).



- Political Jurisdictions (Inside City, Outside City).






Functionality







- Billing Entity.



- Any combination of the above items.



The ability to configure a minimum charge for each metered or derived rate based on attributes



- Service type.



- Meter size.









- Minimum consumption.



- Billing Entity.






The ability to configure one or more tiered metered or derived rates for each:



- Service type.



- Meter size.









- Billing Entity.






The ability to calculate metered or derived rates.



The ability to deduct consumption from multiple meters prioto calculating metered or derived rates.



The ability to include a unique combination of meters in the calculation of consumption for each metered or derived rate for accounts with multiple meters. Specifically allow calculations to vary between services at the same premise.



The ability to exclude any meter from the calculation of consumption for each metered or derived rate on accounts with multiple meters. Specifically allow calculations to vary between services at the same premise



The ability for the system to deduct meter consumption automatically from domestic meter consumption for wastewater charge calculations when a deduct meter is linked to the domestic consumption meter



The ability to use the diversion (deduct) meter consumption to calculate a credit charge to be billed.



The ability to configure rate calculations with separate multipliers based on time of use consumption (on peak/off peak).



The ability to convert units on submitted consumption to billing units (e.g. 1000 Gallons to CCF for wholesale consumption which is read in gallon meters)






Functionality







The ability to configure rates to calculate the charges based on a percentage of the consumption. For example, wastewater consumption could be billed based on water consumption.



The ability to configure calculation of the wastewater charge by providing a field for percentage allowance of water lost (standard is 0%).

695 Apply Non-Metered Rates696 Calculate Consumption

& Manage RatesApply Non-Metered Rates

The ability to configure repetitive charges based on effective to/from dates. The charges will bill every billing period until the effective end date


Apply Non-Metered Rates

The ability to configure non-metered rates to calculate charges based on attributes:



- Service type.



- Meter size.









- Billing Entity.





Configuration The ability to configure rates to use attributes to calculate the charges:


Configuration - Number of trash bins.


Configuration - Number of recycle bins.


Configuration - Number of private hydrants.


Configuration - Property type (NAICS code).


Configuration - Number of standpipes on premises.


Configuration - Size of each standpipe.


Configuration - Number of fire sprinkler heads



The ability to associate a tiered charge amount based on the number of:



- Garbage containers.



- Recycling containers.



The ability to configure a minimum and/or maximum number of units to be used in charge calculations, e.g. maximum number of garbage or recycling containers



The ability to calculate a minimum charge not based on consumption.



The ability to capture multiple variables which change monthly and impact flat rate fee calculations (e.g., percent of the total water purchased by a wholesale customer received from CAW impacts WPF & SDC, total number of meters, number of meters per meter size, number of new meter connections).



The ability to retain values which impact historical rate calculations to support the Cancel/Rebill process

719 Apply Assessments






Functionality






Apply Assessments The ability to configure repetitive charges due from customers not related to utility services, such as HOA fees ordebt surcharge amounts.


Apply Assessments The ability to track start and optional end date for repetitive charges.


Apply Assessments The ability to capture and retain historical repetitive non-utility related charges to support the Cancel/Rebill process.

723 Wholesale Customers724 Calculate Consumption

& Manage RatesWholesale The ability to store an overall contract minimum

consumption for each wholesale customer725 Calculate Consumption

& Manage RatesWholesale The ability to configure calculation of wholesale charges

based on time of use and minimum consumption or time of use and actual consumption.


Wholesale The ability to store consumption as on peak or off peak basedon time of use.


Wholesale The ability to charge the entire months consumption at the on peak rate if on peak usage is greater than zero.


Wholesale - Flat Rate Calculations

The ability to use the total consumption for a city to calculate the charge to be billed



The ability to use the total meters for a city to calculate the charge to be billed.



The ability for a user with the authorized security to change the number of meters for a city



The ability to support rate calculations based on multiple variables. For example, if wholesale customers obtain less than 100% of their total water supply from CAW, they only pay a proportional share of the WPF (Water Protection Fees) based on percent of water supplied by CAW compared to thetotal amount of water utilized by the wholesale customer.Formula for Wholesale Water Protection Fees:'~ WPF Charges = # Meters x Adjusted WPF'~Adjusted WPF = Regular WPF x % Water Wholesale customer gets from CAW.(Refer to Rates Appendix)

732 Sales Tax 733 Calculate Consumption

& Manage RatesSales Tax Exemption The ability to indicate an account is exempt from taxes.


Sales Tax Exemption The ability to enter a start and optional expiry date for the taxexemption.


Sales Tax Exemption The ability to make an account exempt from sales tax based on account attributes (customer class, etc.)


Sales Tax Exemption The ability to exempt a particular service or rate on an account from sales tax, while still applying sales tax to the remaining services, charges, or assessments


Sales Tax & Franchise Fees

The ability to apply applicable taxes and/or franchise fees based on Political Jurisdictions identified through the GIS interface.



The ability for each tax and franchise fee to have an associated Political Jurisdictions, Billing Entity, and Remittance Party, as well as the service and/or fee which requires the tax. Taxes and franchise fees may be remitted to the Political Entities by the Billing Entity or by CAW



The ability to calculate taxes separately for each charge (transaction).



The ability to calculate franchise fees separately for each charge (transaction).

741 Proration742 Calculate Consumption

& Manage RatesProration The ability for the rate to be prorated based on effective

from/to dates.






Functionality






Proration The ability to prorate consumption tiers.


Proration The ability to pro-rate fixed charges based on number of days billed at the rate level


Proration The ability to configure proration based on:


Proration - Service type.


Proration - Billing partner(s).


Proration - Billing frequency


Proration The ability to configure proration for events:


Proration - First bills.


Proration - Final bills.


Proration - Rate change.


Proration - Bills greater than the billing period.


Proration - Meter change.


Proration - Seasonal service.


Proration - Cancel rebill.


Proration - Any combination of the above.

758 Billing Partners759 Calculate Consumption

& Manage RatesBilling Partners The ability for CIS to recognize CAW and each billing

partner as a unique Billing Entity760 Calculate Consumption

& Manage RatesBilling Partners The ability to identify, capture and retain the number of

customers associated with each Billing Entity761 Calculate Consumption

& Manage RatesBilling Partner Settlements

The ability to calculate totals by Billing Entity:


Billing Partner Settlements

- Monthly charges.



- Write-offs.



- Adjustments.



- Recoupment charges.



The ability to pay billing partners based on amounts billed or amounts collected, as defined for that Billing Entity



The ability to calculate a tiered billing services fee for each billing partner using multiple variables:



- Number of meters.



- Meter size.



- New connection.



- Number of bills.



- Tier 1: nominal customer service needed. This applies to debt service and improvement district items






Functionality







- Tier 2: full customer service needed, but no meter reading services required. This tier applies to sanitation providers.



- Tier 3: full customer service needed and items are billed based on consumption data from meter reads, so meter reading is required. This applies to wastewater (and potentially future external water) billing partners.



- Tiers are additive (i.e. Tier 2 total charge is essentially Tier 1 + the added services of Tier 2.) The ultimate fee is applied to the number of bills generated each month.



- Customer-charged fees would be similar to the above.



The ability to associate a start and optional end date with each billing services fee for each billing partner



The ability to exempt a billing partner from the billing services fee.



The ability to calculate payment via a monthly settlement process to each billing partner



The ability to configure frequency of the settlement process for each billing partner



The ability to combine or distinguish billing partner settlements should billing partners merge or split



The ability to include customer count associated with each item charge in a billing partner settlement

783 Prepare & Deliver Bills 784 Prepare & Deliver Bills Bill Forecast The ability to create a '“Bill forecast” alert that allows

customers to receive a notification when their bill is projecteto hit a certain dollar amount if it continues on the same trendline for the billing period

785 Prepare & Deliver Bills Final Bills The ability to auto generate a final bill based on date of move out not bill cycle

786 Prepare & Deliver Bills Configuration The ability to configure flexible choice of customer due date (customer selects day of month e.g. third Friday on which bilis due).

787 Prepare & Deliver Bills Configuration The ability to configure the system to send a notification to the customer to have them reapply for the customer choice obill due date after 'x' amount of time

788 Prepare & Deliver Bills Configuration The ability to exclude weekends and holidays when calculating the bill due date

789 Prepare & Deliver Bills Bill Calculation The ability to calculate charges for a group of meters for a single customer on one account.

790 Prepare & Deliver Bills Bill Calculation The ability to provide on-demand bill calculation and presentation.

791 Prepare & Deliver Bills Bill Calculation The ability to create a non-utility bill that is not attached to a premise.

792 Prepare & Deliver Bills Bill Calculation The ability to support stormwater billing using an imperviousquare footage method or Equivalent Residential Units (ERU).

793 Automated Cancel / Rebill 794 Prepare & Deliver Bills Automated

Cancel/RebillThe ability to calculate Cancel / Rebills automatically withoumanual intervention.

795 Prepare & Deliver Bills Automated Cancel/Rebill

The ability to process Cancel / Rebill for 'x' number of months (currently 12 months)


The ability to automatically cancel and recalculate late payment fee according to configurable business rules during a Cancel / Rebill.


The ability to mass Cancel / Rebill multiple accounts.


The ability for the system to use previous average winter consumption to calculate charges when cancel / rebills are processed.






Functionality






The ability for a cancel final bill to provide to the user the choice of automatically rolling back the move


The ability for a cancel final bill to provide to the user the choice of automatically rolling back the move and to change the account status to active

801 Adjustments, Fee and Other Charges802 Prepare & Deliver Bills Adjustments, Fee and

other ChargesThe ability for adjustments related to prior accounting periods to be booked in the current fiscal period, however theaging dates for the adjusted bills continue to be related to the original invoice date.

803 Prepare & Deliver Bills Adjustments, Fee and other Charges

The ability for the CIS to allow adjustments or corrections to properly account for calculating late payment charges and aging of account balances.


The ability to pick from a list of adjustments with pre-set charges.


The ability to reverse fees based on user role / security.


The ability to make adjustments based on user roles / security.


The ability to view and audit all adjustments.


The ability to audit all adjustments to identify the user responsible for making the adjustments, with a time stamp


The ability to configure a workflow for approving adjustments based on configurable authorization rules


The ability to configure workflow for approving reversal fees based on configurable thresholds.


The ability to audit adjustments approvals, when required, to identify the user responsible for making the approval, with a time stamp.


The ability to configure leak types.


The ability to configure the number of leak adjustments that can be given in 'x' months based on leak type


The ability to flag an account as eligible for a leak adjustmenbased on consumption of greater than 'x' percent over average consumption for the previous 'x' months.


The ability to calculate leak consumption adjustment based on a start and end date of no more than 'x' months (currently the highest two months), reducing consumption to the average consumption over the previous 'x' months prior to the start of the leak


The ability to configure rules to automatically calculate and propose leak adjustments, by service, based on a start and end date, and consumption reduction


The ability to configure rules to automatically calculate and create leak adjustments, by service, based on a start and end date, and consumption reduction


The ability to configure security so that leak adjustments maybe applied based on billing partner (i.e., some billing partnerauthorize CAW to apply adjustments for water and billing partner sewer, while other billing partners choose to calculateand apply their own sewer adjustments separate from the CAW water leak adjustment).


The ability to configure workflow for approving leak adjustments over 'x' amount

820 Prepare & Deliver Bills Bill Exceptions The ability to configure bill exceptions to initiate actions.






Functionality





821 Prepare & Deliver Bills Bill Exceptions The ability to configure billing exceptions minimum and maximum dollar amount by customer group

822 Prepare & Deliver Bills Bill Exceptions The ability to configure billing exception based on average billed amount for last 'x' months

823 Prepare & Deliver Bills Bill Exceptions The ability to configure exceptions based on number of days billed.

824 Prepare & Deliver Bills Bill Exceptions The ability to configure exceptions by customer group.

825 Prepare & Deliver Bills Bill Exceptions The ability to configure the system to not create a first bill if it is less than 'x' days (it will be billed when the next cycle of bills is created)

826 Prepare & Deliver Bills Bill Exceptions The ability to configure the system to not send a bill if the final bill is less than 'x' dollars

827 Flexible and Tailored Bill Messages828 Prepare & Deliver Bills Bill Messages The ability to include automatic message(s) on bill based on:

829 Prepare & Deliver Bills Bill Messages - Customer/account group Ex: Industrial, Commercial, Residential, Multifamily, etc

830 Prepare & Deliver Bills Bill Messages - Billing partner.

831 Prepare & Deliver Bills Bill Messages - Rate.

832 Prepare & Deliver Bills Bill Messages - NAICS code.

833 Prepare & Deliver Bills Bill Messages - Service type.

834 Prepare & Deliver Bills Bill Messages - Geographic area.

835 Prepare & Deliver Bills Bill Messages - Specific customer upcoming events (e.g. backflow test duedate, shutoff pending, outstanding deposit)

836 Prepare & Deliver Bills Bill Messages - Usage (discount, highest tier)

837 Prepare & Deliver Bills Bill Messages The ability to view history of bill messages.

838 Prepare & Deliver Bills Bill Messages The ability to view history of bill messages by bill.

839 Prepare & Deliver Bills Bill Messages The ability to add unique message to a single account.

840 Prepare & Deliver Bills Bill Messages The ability to configure dynamic bill messages.

841 Prepare & Deliver Bills Bill Messages The ability to automatically add bill messages to a bill based on certain reading or billing exceptions

842 Prepare & Deliver Bills Bill Messages The ability to upload a file of accounts to initiate a specific bill message to be printed on their bill

843 Prepare & Deliver Bills Bill Messages The ability to create dynamic messages for the back of the bill which are specific to applicable billing partners

844 Charitable Contributions845 Prepare & Deliver Bills Charitable ContributionsThe ability to support a donation program (e.g. a "round-up"

program where the customer can pay a round dollar figure and the resulting credit would be moved to a donation program account).

846 Prepare & Deliver Bills Charitable ContributionsThe ability to bill for charitable contributions as:

847 Prepare & Deliver Bills Charitable Contributions-A fixed amount per bill.

848 Prepare & Deliver Bills Charitable Contributions-A round up amount per bill.

849 Prepare & Deliver Bills Charitable Contributions-A one-time amount.

850 Prepare & Deliver Bills Charitable ContributionsThe ability to assign charitable contributions a start and end date.






Functionality





851 Prepare & Deliver Bills Charitable ContributionsThe ability to automatically add a bill message for accounts enrolled in charitable contribution

852 Prepare & Deliver Bills Charitable ContributionsThe ability to automatically include the current year's charitable contribution amount in the bill message when a final bill is created

853 Prepare & Deliver Bills Charitable ContributionsThe ability to automatically include yearly charitable contribution amount in the bill message at the end of the year.

854 Prepare & Deliver Bills Charitable ContributionsThe ability to automatically send a letter containing the yearlcharitable contribution amount at the end of the year (for tax purposes).

855 Prepare & Deliver Bills Charitable ContributionsThe ability to automatically send an email containing the yearly charitable contribution amount at the end of the year (for tax purposes).

856 Prepare & Deliver Bills Charitable ContributionsThe ability to configure the system to exclude charitable contributions from some collections processes

857 Prepare & Deliver Bills Charitable ContributionsThe ability to send a letter including all the charitable contribution information retained for that accoun

858 Prepare & Deliver Bills Charitable ContributionsThe ability to send an email including all the charitable contribution information retained for that accoun

859 Prepare & Deliver Bills Charitable ContributionsThe ability to set payment allocation rules for charitable contributions.

860 A. Print and Mail861 Bill Print and Mail 862 Prepare & Deliver Bills Bill Print The ability to create and export bills in the following file

types: 863 Prepare & Deliver Bills Bill Print - PDF

864 Prepare & Deliver Bills Bill Print The ability to associate customer types with bill templates.

865 Prepare & Deliver Bills Bill Print The ability to create a PDF image of the actual bill (as sent/presented to the customer), including both front and back and send back to CAW CIS.

866 Prepare & Deliver Bills Bill Print The ability to create a HTML image of the Bill for display in the Customer Web Portal and in CAW CIS

867 Prepare & Deliver Bills Bill Print The ability to generate graphs based on values provided in data files.

868 Prepare & Deliver Bills Bill Print The ability to process and generate multiple bill formats, based on account attributes.

869 Prepare & Deliver Bills Bill Print The ability for a flexible bill print design by alternate languages bill formats.

870 Prepare & Deliver Bills Bill Print The ability for a flexible bill print design by bill type (i.e. final, Cancel / Rebill, cycle bill.

871 Prepare & Deliver Bills Bill Print The ability to identify bills, notices and letters as being "printed", "sent electronically" or "both"

872 Prepare & Deliver Bills Bill Print The ability to process and generate bills in different languages (i.e. one language per bill)

873 Prepare & Deliver Bills Bill Print The ability to provide multiple fonts and font sizes within a bill.

874 Prepare & Deliver Bills Bill Print The ability to print on 8 1/2 in. X 11 in. paper stock

875 Prepare & Deliver Bills Bill Print The ability to print on 8 1/2 in. X 14 in. paper stock

876 Prepare & Deliver Bills Bill Print The ability to print bill on a single sheet of paper, front and back.

877 Prepare & Deliver Bills Bill Print The ability to print multi-page bills.

878 Prepare & Deliver Bills Bill Print The ability to print bills, notices and letters in black and white.

879 Prepare & Deliver Bills Bill Print The ability to print bills, notices and letters in multiple colors






Functionality





880 Prepare & Deliver Bills Bill Print The ability to print bills, notices and letters in multiple colors and black & white.

881 Prepare & Deliver Bills Bill Print The ability to print in large text.

882 Prepare & Deliver Bills Bill Print The ability to provide simplex (one-sided) printing.

883 Prepare & Deliver Bills Bill Print The ability to provide duplex (two-sided) printing.

884 Prepare & Deliver Bills Bill Print The ability to print on bill stock with perforated bill stub/coupon.

885 Prepare & Deliver Bills Bill Print The ability to print on pre-printed stock forms.

886 Prepare & Deliver Bills Bill Print The ability to specify margin start and stopping positions

887 Prepare & Deliver Bills Bill Print The ability to print on roll-fed paper (dynamic printing).

888 Prepare & Deliver Bills Bill Print The ability to format and print two-dimensional barcodes.

889 Prepare & Deliver Bills Bill Print The ability to format and print OCR (optical character recognition) scan lines for high speed remittance processing.

890 Prepare & Deliver Bills Bill Print The ability to configure the OCR line.

891 Prepare & Deliver Bills Bill Print The ability to configure and include a check digit on an OCR line.

892 Prepare & Deliver Bills Bill Print The ability to send duplicate bills to one or more authorized persons associated on the account

893 Prepare & Deliver Bills Bill Print The ability to produce a duplicate bill and indicate the bill is duplicate.

894 Prepare & Deliver Bills Bill Print The ability to reprint a bill.

895 Prepare & Deliver Bills Bill Print The ability for a reprinted bill to indicate it is a reprint.

896 Prepare & Deliver Bills Bill Print The ability to display a line for each charge or fee on the bill.

897 Prepare & Deliver Bills Bill Print The ability to combine charges on the bill.

898 Prepare & Deliver Bills Bill Print The ability to display taxes separately for each service type on the bill

899 Prepare & Deliver Bills Bill Print The ability to print the bill in a different color or on different color paper based on CAW supplied parameters

900 Prepare & Deliver Bills Bill Print The ability to include daily average usage on the bill.

901 Prepare & Deliver Bills Bill Print The ability to include daily average charges on the bill.

902 Prepare & Deliver Bills Bill Print The ability to include the terms of the payment agreement in the bill print.

903 Prepare & Deliver Bills Bill Print The ability to include the amount the customer owes (balance+ Late payment fee for the most current bill) if they do not pay by a certain date on the bill

904 Prepare & Deliver Bills Bill Print The ability to include a indicator in the bill export file to omit the return envelope if the customer has a credit

905 Prepare & Deliver Bills Bill Print The ability to include a indicator in the bill export file to omit the return envelope if the customer is on EFT/ACH

906 Prepare & Deliver Bills Bill Print The ability to include an indicator in the export file to send eBills to the customer instead of the paper

907 Prepare & Deliver Bills Bill Print The ability to include an indicator in the export file to send eBill and a paper bill to the customer.

908 Prepare & Deliver Bills Bill Print The ability to interface with barcoding software containing special fonts to process and print






Functionality





909 Prepare & Deliver Bills Bill Print - IMB (intelligent mail barcode)

910 Prepare & Deliver Bills Bill Print - Scan line Remittance coupon with OCR A Font

911 Prepare & Deliver Bills Bill Print - 2D barcode

912 Prepare & Deliver Bills Bill Print - QR (quick response) code that can be scanned by a mobile device and used to pre-populate customer information in a website for billing and paymen

913 Prepare & Deliver Bills Bill Print - Other bill formatting specifications, including computing check digits

914 Prepare & Deliver Bills Bill Print The ability to use multiple bar codes on front and back of bills, letters and notices

915 Prepare & Deliver Bills Bill Print The ability to print on bill stub/coupon scan line to meet existing specs used by the remittance processor

916 Prepare & Deliver Bills Bill Print The ability to print on equipment that does not print with magnetic ink. - Requirement that billing statements are not tobe printed on equipment that runs documents with magnetic ink signatures to avoid traces appearing on the billing statements that impact remittance processing

917 Prepare & Deliver Bills Bill Print The ability to coordinate changes in bill stub/coupon with the remittance processor.

918 Prepare & Deliver Bills Bill Print The ability to mail via USPS (United States Postal Service) First Class mail.

919 Prepare & Deliver Bills Bill Print The ability to address and barcoding must fit in envelope window per USPS guidelines.

920 Prepare & Deliver Bills Bill Print The ability to obtain maximum postage discounts through USPS.

921 Prepare & Deliver Bills Bill Print The ability to utilize NCOA (national change of address) software.

922 Prepare & Deliver Bills Bill Print The ability to provide NCOA corrections to CAW for input into CIS.

923 Prepare & Deliver Bills Bill Print The ability to utilize CASS (coding accuracy support systemcertified software.

924 Prepare & Deliver Bills Bill Print The ability to provide CASS corrections to CAW for input into CIS.

925 Prepare & Deliver Bills Bill Print The ability to edit mailing addresses for optimal USPS postage rate.

926 Prepare & Deliver Bills Bill Print The ability to provide USPS tracking for mail delivery information

927 Prepare & Deliver Bills Bill Print The ability to provide USPS tracking for inbound mail information

928 Prepare & Deliver Bills Bill Print The ability to mail to foreign addresses.

929 Prepare & Deliver Bills Bill Print The ability to provide a Little Rock postmark on mailings.

930 Prepare & Deliver Bills Bill Print The ability to review a flagged bill before release.

931 Prepare & Deliver Bills Bill Print The ability to pull a bill ad-hoc prior to vendor cut-off.

932 Prepare & Deliver Bills Bill Print The ability to pre-sort mail to maximize USPS postal discounts.

933 Prepare & Deliver Bills Bill Print The ability to co-mingle accounts to maximize USPS automation discounts for all correspondence types bills, notices and letters.

934 Prepare & Deliver Bills Bill Print The ability to support bill print redesign upon CAW's request.

935 Other Print and Mail (Letters, Notices, Inserts)936 Prepare & Deliver Bills Bill Print The ability to make minor changes to the bill print format

within 2 days of approved notice-to-proceed






Functionality





937 Prepare & Deliver Bills Bill Print The ability to make major changes to the bill print format within 2 days of approved notice-to-proceed

938 Prepare & Deliver Bills Bill Print The ability to process Letters and Notices in different languages.

939 Print letters940 Prepare & Deliver Bills Bill Print - Leak Letters

941 Prepare & Deliver Bills Bill Print - Welcome Letters

942 Prepare & Deliver Bills Bill Print - Maintenance Letters

943 Prepare & Deliver Bills Bill Print - Auto Pay Applications

944 Prepare & Deliver Bills Bill Print - Others - See Letters/Notices Appendix

945 Print Notices946 Prepare & Deliver Bills Bill Print - Disconnect

947 Prepare & Deliver Bills Bill Print - Reminder

948 Prepare & Deliver Bills Bill Print - Pre-shut off

949 Prepare & Deliver Bills Bill Print - Urgent

950 Prepare & Deliver Bills Bill Print - Lock

951 Prepare & Deliver Bills Bill Print - Return Check

952 Prepare & Deliver Bills Bill Print - Others - See Letters/Notices Appendix

953 Prepare & Deliver Bills Bill Print The ability to easily edit headers and footers on letters.

954 Prepare & Deliver Bills Bill Print The ability to receive a file with indicators which determine the inserts that are included with each bill

955 Prepare & Deliver Bills Bill Print The ability to include at least 5 inserts with a bill.

956 Prepare & Deliver Bills Bill Print The ability to print a invoice (consolidated bill) which contains a summary page and following pages for each account's billing charges for a customer that has invoice (consolidated billing)

957 Prepare & Deliver Bills Bill Print The ability to suppress a return envelope for flagged customers based on business rules.

958 Print Stock Inventory959 Prepare & Deliver Bills Print Stock The ability to single fold.

960 Prepare & Deliver Bills Print Stock The ability to tri-fold (C, Z, and window fold configurations).

961 Prepare & Deliver Bills Print Stock The ability to print all required information on print stock (i.e. addresses, barcodes, etc.).

962 Archival963 Prepare & Deliver Bills Archival The ability for bill print / e-bill images to be archived for a

minimum of 3 years. Provide cost beyond 3 years964 Prepare & Deliver Bills Archival The ability to archive bills identical to bill distributed to

customer.965 Prepare & Deliver Bills Archival The ability to retrieve archived bills for viewing, printing, e-

mailing (outside of paperless billing process)966 Prepare & Deliver Bills Archival The ability to retrieve archived bills through the following

channels:967 Prepare & Deliver Bills Archival - Via CIS for CSR’s and consultants (bill pop).






Functionality





968 Prepare & Deliver Bills Archival - Via CAW’s web portal.

969 Prepare & Deliver Bills Archival - Via other access.

970 B. Paperless Billing (E-Bills)971 Prepare & Deliver Bills E-Bills The ability for eBill/online bill presentment to be the same

image as the printed bill (not rendered from a file)972 Prepare & Deliver Bills E-Bills The ability for bill backings to be available in electronic form

(dynamic message) by billing partner973 Prepare & Deliver Bills E-Bills The ability for inserts to be available in electronic form (e-

inserts).974 Prepare & Deliver Bills E-Bills The ability to support e-insert distribution campaigns.

975 Prepare & Deliver Bills E-Bills The ability to notify customers of eBill via their preferred notification channel as soon as it is available for viewing

976 Prepare & Deliver Bills E-Bills The ability to use secure e-mail (eBill notification) for billingpayments, and marketing inserts

977 Prepare & Deliver Bills E-Bills The ability to enroll in paperless billing through CAW's customer web portal.

978 Prepare & Deliver Bills E-Bills The ability to provide CAW with updated email addresses (and phone numbers) from paperless billing enrollment.

979 Prepare & Deliver Bills E-Bills The ability to click and pay from the e-bill image.

980 Prepare & Deliver Bills E-Bills The ability for the customer to be taken seamlessly to the payment providers portal.

981 Prepare & Deliver Bills E-Bills The ability for paper bills to restart if paperless billing is canceled.

982 Prepare & Deliver Bills E-Bills The ability CAW to print or resend e-bills.

983 Prepare & Deliver Bills E-Bills The ability CAW to print or resend e-bills and indicate the bill is a reprint.

984 Process & Record Payments985 Process & Record

PaymentsFunctionality The ability to transfer payments between accounts, transfer

the payment information and original payment received date.

986 Process & Record Payments

Functionality The ability to search for a payment using the receipt number.


Functionality The ability to address payments received that cannot be identified by recording them in a suspense account


Functionality The ability to identify potential accounts for payment amounts in the suspense account based on payment amount, service address, and similar account number, prioritized based on most likely match (wizard) so that the payment can be posted to the correct account


Functionality The ability to configure a workflow approval threshold for payments moved from the suspense account

990 Payment Type Categories 991 Process & Record

PaymentsPayment Types The ability to associate each payment with a payment type

code.992 Process & Record

PaymentsPayment Types The ability for each payment type code to have a description,

payment category, payment medium and valid date range.


Payment Types The ability to book each batch total as an individual batch deposit in the general ledger account(s) of the bank account(s) received payments to facilitate bank reconciliation by payment type


Payment Types - Check.


Payment Types - Money Order.






Functionality






Payment Types - Cashier's Check.


Payment Types - Wire.


Payment Types - ACH.


Payment Types - Credit Card.


Payment Types - Debit Card.


Payment Types - Cash.


Payment Types - Third party payment vendors.


Payment Channels The ability for payment channels to include:


Payment Channels - Direct draft (bank account and Credit Card).


Payment Channels - IVR (bank account and Credit Card).


Payment Channels - API.


Payment Channels - File import from third-party payment providers.


Payment Channels - Mail.


Payment Channels - Google Wallet.


Payment Channels - Apple Pay.


Payment Channels - PayPal.


Payment Channels - Cashier.


Payment Channels - Pay by text.


Payment Types The ability for customer to set up ACH for an account.


Payment Types The ability for CSR to be able to set up ACH for a customer account


Payment Types The ability to remove a customer from ACH for one bill period.


Payment Types The ability for bank account numbers to be masked from unauthorized users.

1018 Cashiering 1019 Cashiering Functionality The ability to work off-line in the event of network failure.

1020 Cashiering Functionality The ability to process payments cached in the local PC that will be transmitted to the CIS application for posting when the network connection is restored

1021 Cashiering Functionality The ability to process point of sale transactions for non-utilitaccount related commodities

1022 Cashiering Functionality The ability for a user (with proper security) to select GL accounts when processing a payment for all types of transactions.

1023 Cashiering Functionality The ability for the system to track the total cash in each drawer and create a pop-up when a cash out is needed once the limit is met (currently $4000)






Functionality





1024 Cashiering Functionality The ability for the user (with proper security), prior to the closing of the business day, to reverse any portion of a single payment that had been distributed to multiple line items or accounts in error and allow the user the opportunity to reapply that portion of the payment

1025 Cashiering Functionality The ability to capture and retain specific identifier for the source of payment.

1026 Cashiering Functionality The ability to allow a user (with proper security) manual override of payment priorities and apply payments to individual bill line items

1027 Cashiering Functionality The ability for the user to search for an account while in the cashiering system using the:

1028 Cashiering Functionality - Customer first or last name.1029 Cashiering Functionality - Account number.1030 Cashiering Functionality - Legacy system customer account number1031 Cashiering Functionality - Bill amount owed.1032 Cashiering Functionality - Premise address.1033 Cashiering Functionality - Premises number.1034 Cashiering Functionality - Street name.1035 Cashiering Functionality - Street number and street name.1036 Cashiering Functionality - Street block.1037 Cashiering Functionality - Driver's license number.1038 Cashiering Functionality - Social Security Number (SSN).1039 Cashiering Functionality - SSN by last 4 digits.1040 Cashiering Functionality - SSN by last 4 digits with balance1041 Cashiering Functionality - SSN with balance.1042 Cashiering Functionality - Tax Identification Number (TIN)1043 Cashiering Functionality - Service order number.1044 Cashiering Functionality - Phone number.1045 Cashiering Functionality - Owner number.1046 Cashiering Functionality - Mailing address.1047 Cashiering Functionality - Email address.1048 Cashiering Functionality - Meter number.1049 Cashiering Functionality - Asset ID.1050 Cashiering Functionality - Hydrant number.1051 Cashiering Functionality The ability to enter a single account payment, which is

composed of multiple tender types (e.g. credit card, cash, check, cashier's check, credit/debit card, or money order). The recorded payment would reflect the different payment types.

1052 Cashiering Functionality The ability to enter a single payment to multiple account1053 Cashiering Functionality The ability to capture and retain payment check numbers in

the CIS.1054 Cashiering Functionality The ability to capture and retain multiple check numbers

made to one account in the CIS, when multiple checks are used to process one payment

1055 Cashiering Functionality The ability to support a check scanning device1056 Cashiering Functionality The ability to scan a check one time and if it is for multiple

accounts, show on all accounts1057 Cashiering Functionality The ability to process a payment by one check and post the

payment to multiple accounts and record the check number on each account.

1058 Cashiering Functionality The ability to read scan codes on the bill stub to 'pop' the customer's invoice and account on the POS

1059 Cashiering Functionality - IMB (intelligent mail barcode)1060 Cashiering Functionality - Scan line Remittance coupon with OCR A Fon1061 Cashiering Functionality - 2D barcode1062 Cashiering Functionality - 3D barcode1063 Cashiering Functionality - QR (quick response) code 1064 Cashiering Functionality The ability to print a daily summary of cash receipts by user

defined tender types.






Functionality





1065 Cashiering Functionality The ability for the user to search payment transaction history by:

1066 Cashiering Functionality - Cashier ID.1067 Cashiering Functionality - Receipt number.1068 Cashiering Functionality - Transaction amount.1069 Cashiering Functionality - Transaction date.1070 Cashiering Functionality - Transaction date range.1071 Cashiering Functionality - Transaction time stamp.1072 Cashiering Functionality - Voids.1073 Cashiering Functionality - Adjustments.1074 Cashiering Functionality - Payment type.1075 Cashiering Functionality The ability to accept a single payment to a master

consolidated account and distribute a partial payment to the individual accounts based on payment allocation rules

1076 Cashiering Functionality The ability to alert the teller to endorse any checks tendered.

1077 Cashiering Functionality The ability to automatically "pop" a cash drawer when processing a payment.

1078 Cashiering Functionality The ability to support the receipt of a "non-transaction" into the cash drawer (e.g. for a payment that was manually applied elsewhere and is being entered for bank deposit purposes only).

1079 Cashiering Functionality The ability to view alerts such as "Inhibit payment" indicator, preventing any check or credit card payments without a supervisor override.

1080 Cashiering Functionality The ability to view collections alerts such as1081 Cashiering Functionality - 'Shut off for non-pay' indicator1082 Cashiering Functionality - 'Payment agreement' indicator1083 Cashiering Functionality The ability to provide the means to produce a continuous

audit trail of each transaction, including payment allocations, for each cashier’s payment batches. This printed audit trail must also be stored on electronic media for onscreen viewingand historical archiving

1084 Cashiering Functionality The ability to allow authorized users to assign/remove staff to / from cash drawer with audit trail

1085 Cashiering Functionality The ability for the customer payment detail screen to display customer payment method, check number, amount, transaction ID and payment date

1086 Cashiering Functionality The ability to void (back out) transaction prior to completion.

1087 Cashiering Functionality The ability to allow a cashier to process payments using1088 Cashiering Functionality - Keyboard only.1089 Cashiering Functionality - Mouse only.1090 Cashiering Functionality - Touchscreen only1091 Cashiering Functionality - Any combination of the above1092 Payment Drawer Close-Out1093 Cashiering Payment Drawer Close-

OutThe ability for the user (with proper security) to access the audit to search, retrieve, and edit payment transactions beforebatch closing.

1094 Cashiering Payment Drawer Close-Out

The ability to allow cashier to balance a payment batch on demand from any workstation regardless of where the payments were processed (secure location)


The ability to allow authorized users to close out drawers on behalf of cashiers with appropriate permissions (security).


The ability to allow authorized users to consolidate drawers and close out as a single batch






Functionality






The ability to allow authorized users based on security and user role to perform payment corrections (e.g. reversal, void, charge back, etc.) after the close of business day while maintaining full audit details and data integrity.


The ability to allow authorized users according to security and user role to perform deposit corrections (due to counterfeit bills, etc.) after the close of business day while maintaining full audit details and data integrity


The ability to combine individual payment batch deposit details into a single consolidated deposit, include a batch number and deposit ID number.


The ability for cash registers to count all forms of payments for audit and balance purposes. Audits must be able to display a screen for each transaction


The ability to provide a daily detailed listing (query) of all payment transactions posted by the following


- Customer account number.


- Charge type.


- User ID.


- Date range & time.


- Batch ID


- Amount.


- Billing partner.

1109 Receipts1110 Process & Record

PaymentsReceipts The ability to generate and print a receipt for payments.


Receipts The ability to easily configure / reconfigure the receipt.


Receipts The ability to select a stored mobile device to send a text receipt.


Receipts The ability to select a stored email to send an electronic receipt.

1114 Receipts The ability to configure the receipt to contain1115 Process & Record

PaymentsReceipts - Graphics such as CAW logo


Receipts - Clerk ID


Receipts - Receipt date and time.


Receipts - Receipt number.


Receipts - Name of payer.


Receipts - Account number.


Receipts - Payment amount.


Receipts - Payment type.


Receipts - Last 4 digits of debit/credit card used


Receipts - Check number.






Functionality






Receipts - Account balance after payment is processed.


Receipts - Utility defined message.


Receipts The ability to store the receipt information in CIS.


Receipts The ability to generate a single receipt for payments on multiple accounts.


Receipts The ability to generate a receipt for payments on multiple accounts and print the payment amount applied to each account.


Receipts The ability to easily configure / reconfigure receipt printers.


Receipts The ability to automatically increment system receipt / validation number


Receipts The ability to support receipt printing at local and networked printers.


Receipts The ability to void a receipt without deleting the original receipt detail.


Receipts The ability to support online viewing of all receipts by user ID.


Receipts The ability to support online viewing of all receipts by payment type.

1136 Payment Application1137 Process & Record

PaymentsPayment Application The ability to configure payment allocation rules.


Payment Application The ability to configure credit balance rules so that credits are held under the 'x' service until the customer is billed. Any credit left after paying the 'x' service portion of the bill is thedistributed according to the payment allocation rules.


Payment Application The ability to configure write off payment (recoupment) order by billing partner and service. The current write-off order is:1) Water2) Sewer3) Refuse


Payment Application The ability to configure payment allocation rules for consolidated (grouped) bills


Payment Application The ability to apply multiple payment methods to a single bill.


Payment Application The ability when a payment is removed from an account, for example, if it was misapplied, the system requires the payment to be posted to another account (including suspense account).

1143 Bank Reconciliation1144 Process & Record

PaymentsBank Reconciliation The ability to import a disbursement file to be used for

reconciliation1145 Process & Record

PaymentsBank Reconciliation The ability to provide an automated reconciliation tool or

report for payments which list individual payment information with a unique transaction ID number to facilitate reconciliation.


Bank Reconciliation The ability to provide the user with reconciliation functions tcompare imported data with system data

1147 Integration with Third-Party Vendors for Payments1148 Process & Record

PaymentsThird-Party Vendors The ability to import payments from third-party payment

receipting systems and validate the appropriate GL account numbers.






Functionality






Third-Party Vendors The ability to automatically upload payment vendor payment files to the CIS with error checking for example, validating possible duplicate payments at the account level.


Third-Party Vendors The ability to provide real-time payment information from payment vendors.


Third-Party Vendors The ability to schedule the import of third-party payment transactions.

1152 Returned Payments1153 Process & Record

PaymentsReturned Payments The ability to maintain returned check (payment) detail,

including (but not limited to) the following1154 Process & Record

PaymentsReturned Payments - Check number.


Returned Payments - Payer Name.


Returned Payments - Address detail.


Returned Payments - Transaction number.


Returned Payments - Date of original transaction.


Returned Payments - Late payment fee.


Returned Payments - Remittance amount.


Returned Payments - Original receipt number.


Returned Payments - Reason for return.


Returned Payments - Comment field.


Returned Payments - Other, user-defined variables.


Returned Payments The ability to import returned check detail from electronic bank files to automatically process returned payments


Returned Payments The ability to automatically apply applicable fees for any payment reversal for returned payment


Returned Payments The ability to choose to automatically apply applicable fees for any payment reversal for returned payment but will have the option to override with required approval


Returned Payments The ability to add reason codes for returned items.


Returned Payments The ability to automatically send a notification to the customer based on the reason code


Returned Payments The ability to configure the system to automatically create a 'x' day extension, based on reason code, for the account whenthe returned payment is processed


Returned Payments The ability to configure the system to automatically create a shut off service order, based on reason code, for the account when the returned payment is processed


Returned Payments The ability when processing an NSF, to automatically readjust aging according to business rules (i.e. back to the original payment date)


Returned Payments The ability to disperse the fee to multiple accounts if the payment was made to multiple accounts or apply the fee to one account.

1174 Restricted Payments (Cash only)1175 Process & Record

PaymentsRestricted Payments The ability to restrict customers from paying with credit

cards and debit cards.






Functionality






Restricted Payments The ability to indicate the cash only restriction at customer level so that all of the accounts for the customer are restricted.


Restricted Payments The ability to indicate the cash only restriction at account level.


Restricted Payments The ability to restrict customers from paying with a check.


Restricted Payments The ability to indicate that the customer cannot pay with checks.


Restricted Payments The ability to indicate that the customer cannot pay with credit cards and debit cards.


Restricted Payments The ability to configure the system to automatically place a customer on 'restricted payment' after 'x' number of returned payments.


Restricted Payments The ability to configure the system to automatically remove the 'restricted payment' indicator after 'x' months of good payment history


Restricted Payments The ability for authorized users to add or remove 'restricted payment'.

1184 Manage Credit & Collections1185 Aging1186 Manage Credit &

CollectionsAging The ability to configure minimum aging number of days (i.e.

30 days, 60 days, 90 days, 180).1187 Manage Credit &

CollectionsAging The ability to configure aging based on bill date.

1188 Manage Credit & Collections

Aging The ability to configure aging based on bill due date.


Aging The ability to automatically calculate delinquency aging daily.

1190 Automated Delinquency Processing1191 Manage Credit &

CollectionsDelinquency The ability to exclude holidays and weekends when

configuring collections actions1192 Manage Credit &

CollectionsDelinquency The ability to assign multiple accounts, based on defined

criteria, to collections representatives that will be used for a collections campaign


Delinquency The ability for account adjustments to adjust but not reset delinquency buckets


Delinquency The ability to configure automatic delinquency processing based on multiple parameters


Delinquency - Billing partners.


Delinquency - Account balance.


Delinquency - Aging.


Delinquency - Transaction type.


Delinquency - Customer type


Delinquency - NAICS codes.


Delinquency - Credit rating.


Delinquency - Exemptions.


Delinquency The ability to create collection follow up tasks based on definable criteria and bulk assign to multiple end users for action:


Delinquency - Task assignments are visible as open action items on the account.






Functionality






Delinquency - User is able to record notes.


Delinquency - Capture and retain type of contact.


Delinquency - Capture and retain date of contact.


Delinquency - Capture and retain resolution code.


Delinquency - Capture and retain follow up codes.


Delinquency - Capture and retain follow up dates.


Delinquency - Capture and retain task status.


Delinquency The ability to automatically close collection tasks when payment is received

1213 Collection Notice1214 Manage Credit &

CollectionsCollection Notice The ability to configure notices to exclude weekends and

holidays when calculating the due date1215 Manage Credit &

CollectionsCollection Notice The ability to configure a grace period before generating

outbound notices (Robocalls, text, emails, and letters)1216 Manage Credit &

CollectionsCollection Notice The ability to send ad-hoc collections mailings to segmented

accounts based on a set of configurable, collections criteria.


Collection Notice The ability to design payment coupons on the delinquency notices identical to those on the bills


Collection Notice The ability to configure notifications to be sent as:


Collection Notice - Letter.


Collection Notice - Email.


Collection Notice - Bill message.


Collection Notice - Text.


Collection Notice - IVR - Robocall.


Collection Notice - Telephone call.


Collection Notice The ability to configure automatic delinquency processing to exclude accounts based on a parameter set on the account.


Collection Notice The ability to view all notices that have been sent regardless of type: mail, IVR, text, email, etc


Collection Notice The ability to configure dynamic notice content based on credit rating.

1228 Internal IVR - Customer Information, Outgoing Collection, Outgoing Outage

1229 Contact Center Premise IVR The ability to interface with the IVR.1230 Contact Center Premise IVR The ability to interface with the IVR to call customers with

prerecorded messages robocalling. 1231 Contact Center Premise IVR The ability to interface with the IVR to call customers with

text to speech messages robocalling1232 Contact Center Premise IVR The ability to report on the results of the Robocall and

associate the customer contact with the account.1233 Contact Center Premise IVR The ability to import the results of the Robocall and associate

the customer contact with the account.1234 Contact Center Premise IVR The ability to import information regarding the results of the

call (e.g. when a person answers the robocall or if the system leaves a message into a voice-mail system).






Functionality





1235 Contact Center Premise IVR The ability to use the IVR to send a text message to a cellulaphone with specific text and ability to receive reporting information on the success of the transmission (Robotexting)

1236 Contact Center Premise IVR The ability to create rules around an outbound calling campaign (e.g. during certain hours, limit repeat calls, limit the number of phone lines that are used to prevent blocking new calls, etc.).

1237 Contact Center Premise IVR The ability to initiate automated outbound calling campaigns for customer feedback surveys.

1238 Contact Center Premise IVR The ability to initiate automated outbound texting campaigns for customer feedback surveys.

1239 Contact Center Premise IVR The ability to communicate with the IVR and third-party payment provider via Web services / APIs.

1240 Contact Center Premise IVR The ability to match the customer's phone number against customer records in the CIS. If there is no match, prompt for a phone number connected to a water account. If there are no matches, transfer to an agent.

1241 Contact Center Premise IVR The ability to provide through integration with the CIS1242 Contact Center Premise IVR - Account balance1243 Contact Center Premise IVR - Due date1244 Contact Center Premise IVR - Past due amount1245 Contact Center Premise IVR - Last bill date1246 Contact Center Premise IVR - Last payment amount1247 Contact Center Premise IVR - Last payment date1248 Contact Center Premise IVR - Current payment transactions not yet dispersed to accounts

receivable.1249 Contact Center Premise IVR - Payment arrangement and status1250 Contact Center Premise IVR - Bill delivery type1251 Contact Center Premise IVR - Service order status1252 Contact Center Premise IVR - Water quality issue status1253 Contact Center Premise IVR The ability to transfer a call to a payment provider, and using

an API, also send the verified information to the payment provider so the payment provider's IVR can match the "already entered information" with the incoming call, removing the need for the customer to have to re-enter account information.

1254 Contact Center Premise IVR The ability to allow a customer to provide feedback, via survey built by the utility, to be used by the IVR

1255 Contact Center Premise IVR The ability for customers to self-enroll in e-mail reminders for bill payment, payment agreement payments, etc.

1256 Contact Center Premise IVR The ability for customers to self-enroll in text reminders for bill payment, payment agreement payments, etc

1257 Contact Center Premise IVR The ability for customers to enter reads through IVR1258 Contact Center Premises IVR The ability to allow the customer to enter into a payment

arrangement.1259 Credit Rating1260 Manage Credit &

CollectionsCredit Rating The ability to configure calculation of credit rating points

based on collections activities. (i.e. number of late payments, number of collection notices, number of returned payments, shut off, write off, bankruptcy, etc.)


Credit Rating The ability to configure how long points remain on an account before they expire


Credit Rating The ability to configure credit ratings not to expire for closed accounts.


Credit Rating The ability to attach the credit rating to the customer.


Credit Rating The ability to attach the credit rating to the account.

1265 Third-Party Collections






Functionality






Third-Party Collections The ability to daily report to third-party collections of unsynchronized account statuses and balances


Third-Party Collections The ability to remove accounts from third-party collections.


Third-Party Collections The ability to resend accounts back to third-party collections.


Third-Party Collections The ability to actively audit to ensure third-party collections has completed all required deliverables before payment is approved.


Third-Party Collections The ability to create an export file that includes accounts eligible for third-party collection agencies


Third-Party Collections The ability to automatically process accounts eligible for third-party collection agencies based on configuration set by the utility.


Third-Party Collections The ability for the export file to automatically update the third-party collection agencies collection amount sent on the account.


Third-Party Collections The ability to configure the system to maintain robocalling collection activity on accounts sent to third-party collection agencies.


Third-Party Collections The ability to configure the system to maintain texting collection activity on accounts sent to third-party collection agencies.


Third-Party Collections The ability to configure statuses for the collection activity by the third-party collections such as amount collected

1276 Payment Arrangement1277 Manage Credit &

CollectionsPayment Arrangement The ability to prevent a customer from being granted a

payment arrangement if they have defaulted on a previous payment arrangement in the last 'x' months


Payment Arrangement The ability to override the prevention of creating a payment arrangement through authorized user's security settings.


Payment Arrangement The ability to retain previous broken payment arrangements details on the account transactions record.


Payment Arrangement The ability to configure the system to default on the payment arrangement installment after 'x' missed payment


Payment Arrangement The ability to automatically place an alert on an account for broken payment arrangements


Payment Arrangement The ability to configure the system to automatically create a shut off order after 'x' installment (s) is broken


Payment Arrangement The ability to view payment arrangement amount remaining and payment schedule, including due dates


Payment Arrangement The ability to configure the percentage to pay as a down payment when setting up payment arrangement installments.


Payment Arrangement The ability to configure an action to be triggered to create a shut off service order if the down payment is missed


Payment Arrangement The ability to configure max number of payment arrangement installments


Payment Arrangement The ability for an authorized user with proper security settings to be able to override the max number of payment arrangement installments


Payment Arrangement The ability to cancel payment arrangements.


Payment Arrangement The ability to configure reason codes for cancelling a payment arrangement.


Payment Arrangement The ability to recalculate an active payment arrangement.


Payment Arrangement The ability to require approval from an authorized user to change an arrangement.






Functionality






Payment Arrangement The ability for the system to notify the customer that paymenis due in 'x' number of days for their payment arrangement via:


Payment Arrangement - Letter.


Payment Arrangement - Email.


Payment Arrangement - Text.


Payment Arrangement - Bill message.


Payment Arrangement - IVR - Robocall.


Payment Arrangement - Telephone call.


Payment Arrangement The ability to change the default payment amount, and frequency of the payment arrangement installments


Payment Arrangement The ability to fill in the down payment and set the frequency of payment to calculate the arrangement installment amount.


Payment Arrangement The ability to show payment agreement payoff amount separate from current and past due charges


Payment Arrangement The ability to automatically generate a notification outlining the terms of the payment agreement.


Payment Arrangement The ability to automatically generate a notification when a payment arrangement is cancelled or recalculated.


Payment Arrangement The ability to generate a document outlining the terms of the payment arrangement to be electronically signed by the customer.


Payment Arrangement The ability to configure payment arrangement status (e.g. current, delinquent, etc.).


Payment Arrangement The ability to configure types of reasons for resolution of the payment arrangement (e.g. fulfilled, cancelled) with end dates.


Payment Arrangement The ability to prevent a payment arrangement from being created if a turn off service order has been generated

1308 Extension of Due Date 1309 Manage Credit &

CollectionsExtension of Due Date The ability to add an extension of due date to suspend

collection action for a utility-determined number of business days.


Extension of Due Date The ability to configure when an extension is exempt from late fees.


Automated Extension ofDue Date

The ability to prohibit extension if an extension has been broken in the last 'x' number of months


Automated Extension ofDue Date

The ability to override the prevention of entering the extension through authorized user's security settings


Extension of Due Date The ability to shift payment due dates based on office conditions. (i.e. snowstorm, rain, etc.)


Extension of Due Date The ability to configure the number of extensions allowed in an 'x' month period


Extension of Due Date The ability to configure the system to automatically create a shut off order if the extension is broken


Extension of Due Date The ability to allow extensions on final bills.






Functionality






Extension of Due Date The ability to configure the system to automatically place an extension on an account if the account qualifies based on set configuration: - haven't had a broken payment installment or extension in the last 'x' months- hasn't had more than 'x' extensions in the last 'x' months- bill is 'x' months past due- and do not have a pending disconnect

1318 Automatic Late Payment Fee for One Bill1319 Calculate Consumption

& Manage RatesLate Payment Fee The ability to configure late payment fee based on account

attributes: Billing partner(s)1320 Calculate Consumption

& Manage RatesLate Payment Fee The ability to configure late payment fee based on account

attributes: services.1321 Calculate Consumption

& Manage RatesLate Payment Fee The ability to configure number of days after due date that a

late payment fee will be assessed (e.g., 5 days past bill due date).


Late Payment Fee The ability to make an account exempt from late payment fee.


Late Payment Fee The ability to exempt a particular service or rate on an account from late payment fee, while still applying late payment fees to the remaining services, charges, or fees


Late Payment Fee The ability to configure the start and end dates for late payment fees application.


Late Payment Fee The ability for a late payment fee to be retained by the billing partner or by CAW. In support of this, each late payment feemust have an associated Billing Entity and Remittance Party.


Late Payment Fee The ability to configure the late payment fee to be assessed on the latest past due bill only, not the total outstanding so that once a transaction has been charged a late fee, it cannot be charged again.


Late Payment Fee The ability to configure the late payment fee to use 'x' percentage to calculate the fee


Late Payment Fee The ability to configure the late payment fee to be a flat dollar amount.


Late Payment Fee The ability to configure the late payment fee rules to be based on service type and each service type can have different rules. Ex: Water - 10%, Refuse - $5.00


Late Payment Fee The ability to configure the late payment fee rules to be based on billing partner and each billing partner can have different rules.


Late Payment Fee The ability to exclude specific charges from the late payment fee.


Late Payment Fee The ability to configure taxes so that they are not charged latpayment fees.


Late Payment Fee The ability to mass rollback (reverse) late payment fees to a previous billing(s)


Late Payment Fee The ability to reverse late payment fees.


Late Payment Fee The ability to delay charging a late payment fee.


Late Payment Fee The ability to omit charging a late payment fee for a full cyclof bills.


Late Payment Fee The ability to maintain historic late payment fees.


Late Payment Fee The ability to use historical late payment fees when processing cancel/rebills


Late Payment Fee The ability to configure the system so that late payment fees are not added if the account has a pending payment






Functionality






Late Payment Fee The ability to automatically reverse late payment fees if a payment is applied to the account with an effective date equaor prior to the late payment fee date

1341 Deposits - Surety Bonds1342 Manage Credit &

CollectionsDeposits The ability to configure the calculation of the initial deposit(

based on:1343 Manage Credit &

CollectionsDeposits - Service type.


Deposits - Meter size.


Deposits - Customer class (e.g. residential, irrigation, commercial, industrial, etc.).


Deposits - Billing Entity.


Deposits - Credit rating.


Deposits - Previous billing history Ex: 2 1/2 times the average bill for all services 12 months back


Deposits - Previous consumption history Ex: 2 1/2 times the average consumption for all services 12 months back


Deposits - Number of units in a building.


Deposits - Any combination of the above.


Deposits The ability to calculate the deposit using the greater of:


Deposits - 2.5 times the annual averaged bill amount (current or prior occupant).


Deposits - Deposit schedule by meter size.


Deposits The ability to calculate the deposit using the previous occupant's consumption history


Deposits The ability to calculate the deposit using the previous occupant's billing history


Deposits The ability to calculate deposit amount required based on a combination of meter size, Billing Entity and service type.


Deposits The ability to initiate the deposit requirement based on a combination of customer credit rating, length of billing history, Billing Entity, and service type.


Deposits The ability to calculate a deposit for a non-utility account.


Deposits The ability to waive a deposit with approval.


Deposits The ability to automatically waive a deposit based on credit rating.


Deposits The ability to attach a single deposit across multiple account(a single deposit for an owner/customer to cover multiple premises).


Deposits The ability to allow for the transfer of the deposit and calculation of an additional deposit amount to another account being opened by the customer when credit rating warrants the need for an additional deposit


Deposits The ability to configure the system to automatically evaluate current deposits, place the accounts in a queue indicating new increased amount so that a user to review. Based on the below criteria:


Deposits - Service type.








Functionality




















Deposits The ability to configure the system to automatically evaluate current deposits, place the accounts in a queue indicating new decreased amount so that a user to review. Based on the below criteria:


Deposits - Service type.


















Deposits The ability to bill the deposit.


Deposits The ability to allow for the deposit to be paid in a single payment (not billed) or paid in installments being billed over a user-defined timeframe.


Deposits The ability to prevent a deposit from automatically being applied to the account balance


Deposits The ability to automatically apply deposits to the account balance when the deposit requirement period has expired, and the current credit rating is satisfactory


Deposits The ability to configure rules for application of the deposit bycustomer class.


Deposits The ability to automatically apply the deposit to the final bill charges when an account is final billed


Deposits The ability to provide a list of accounts with deposit on file.


Deposits The ability to provide a list of accounts with billed deposit outstanding.


Deposits The ability to retain deposit information at the account level.


Deposits The ability to configure that 'x' times the deposit amount is required when a customer reconnects service


Deposits The ability to configure and manage multiple deposits per account based on a combination of Billing Entities and service types.






Functionality






Deposits The ability for deposits to be retained by the billing partner oby CAW. In support of this, each deposit must have an associated Billing Entity and Remittance Party, as well as the service which initiated the deposit


Surety Bonds The ability to capture and retain surety bond/letter of credit information


Surety Bonds The ability to accept surety bond(s) or letter of credit instead of a deposit.


Surety Bonds The ability to set an expiry date on the surety bond or letter of credit.


Surety Bonds The ability to automatically send notification to the customer 'x' months in advance before the surety bond or letter of credit expires.


Surety Bonds The ability to configure the system to automatically charge a deposit when the surety bond or letter of credit expires

1401 Lien Management 1402 Manage Credit &

CollectionsLien Management The ability to automatically update lien eligibility criteria on

accounts based on: 1403 Manage Credit &

CollectionsLien Management - Configurable number of days past due.


Lien Management - Account balance.


Lien Management - Service type.


Lien Management The ability to automatically remove liened accounts from other collections activities


Lien Management The ability to exempt an account from going to lien sale when a pending payment exists


Lien Management The ability to auto generate fees associated to lien processing.


Lien Management The ability to recall debt from collection agency based on amounts included in a lien

1410 Exemption1411 Manage Credit &

CollectionsExemption The ability to exclude one or more bills from collections with

a required reason code.1412 Manage Credit &

CollectionsExemption The ability to exclude one or more bills from collections with

an effective from and to date1413 Manage Credit &

CollectionsExemption The ability to exclude one or more bills from late payment

fee with a required reason code1414 Manage Credit &

CollectionsExemption The ability to exclude one or more bills from late payment

fee with an effective from and to date1415 Manage Credit &

CollectionsExemption The ability to retain the user ID that added the exemption.


Exemption The ability to exempt an account from collections notices.


Exemption The ability to require a reason code identifying why an account is exempt from collections notices


Exemption The ability to exempt an account from collections notices with start and end dates.


Exemption The ability to exempt an account from shut off.


Exemption The ability to require a reason code identifying why an account is exempt from shut off


Exemption The ability to exempt an account from shut off with start and end dates.


Exemption The ability to automatically send a notice to the customer to renew their exemption.


Exemption The ability to temporarily exempt an account from collectionactivities.


Exemption The ability to configure the maximum amount of time an account is exempt temporarily from collections






Functionality






Exemption The ability to configure the system so that when a temporary exemption expires the account falls back into the original collections activity workflow if the account is still delinquent.


Exemption The ability to mass update exemptions based on specific parameters.

1427 Shut off for Non-Payment1428 Manage Credit &

CollectionsShut off for Non-payment

The ability to display data, which much include the following, for all accounts eligible for cut-off for non-payment:


Shut off for Non-payment

- Customer account number.



- Customer type.



- Phone Number.



- Service address.



- Zone.



- Current amount due.



- Total amount due.



- Amount due to restore service.



- Aging.



- Meter number.



- Meter read date.



- CSR-entered notes.



The ability to mass create shut off service orders for accountthat qualify after review by user



The ability to configure a minimum balance owed to qualify for shut off.



The ability to configure a minimum balance owed by customer group to qualify for shut off



The ability to configure qualification for shut off based on thnumber of days since the last payment was posted (accounts that have not paid within 90 days qualify for shut off).



The ability to query a list of accounts to be disconnected on the screen by:



- Amount past due.



- Customer group.



- Aging.



- Service type.



The ability to flag specific customers for additional staff review prior to creating a shut off service order



The ability to apply the flag en-masse to accounts for additional staff review prior to creating a shut off service order.

1452 Payment Against an Account with an Open Order for Disconnect






Functionality






Payment Against an Account with an Open Order for Disconnect

The ability to configure that if the account has a pending payment of 'x' %, the shut off service order is cancelled or placed in a queue for review



The ability to communicate shut off service order cancellation real-time to the mobile work management system.



The ability to configure the system so that a payment of 'x' % automatically generates turn on service order.



The ability to configure the system so that a payment of 'x' % automatically applies turn on charges.

1457 Customer Bankruptcy/Write off1458 Manage Credit &

CollectionsBankruptcy The ability to indicate an account is “In Bankruptcy” that wil

display in the account information summary1459 Manage Credit &

CollectionsBankruptcy The ability to retain dates for bankruptcy:


Bankruptcy - Court filing.


Bankruptcy - Discharge.


Bankruptcy - Dismissal.


Bankruptcy - Payment.


Bankruptcy The ability to capture and retain the bankruptcy case number.


Bankruptcy The ability to identify outstanding bills "in bankruptcy."


Bankruptcy The ability to associate specific outstanding bill balances with a bankruptcy indicator


Bankruptcy The ability to return bankruptcy charges to the original receivables when the bankruptcy has been dismissed without losing history


Bankruptcy The ability to configure the number of days the customer does not qualify for shut off after the bankruptcy is dismissed.


Bankruptcy The ability to recall debt from collection agency based on amounts included in a bankruptcy and reason included in request.


Bankruptcy The ability to apply the deposit against the bankruptcy amount then assess another deposit to the customer's non-bankruptcy charges.


Bankruptcy The ability to prevent an account from being disconnected fonon-pay for 'x' days from the date of filing of bankruptcy.


Bankruptcy The ability to automatically prorate billed charges based the petition date and place those charges in bankruptcy


Write-Off The ability to alert the user if the account being written off has a surety bond.


Write-Off The ability to post a payment to a write off account.


Write-Off The ability to automatically write off credit balance less than 'x' after 'x' days of the account closing


Write-Off The ability to transfer the write off balance to another utility account.


Write-Off The ability to transfer the write off balance to a customer's active account into the same aging bucket as the write off account.

1478 General Ledger & Revenue Analysis1479 Refunds






Functionality





1480 General Ledger Refunds The ability to issue a refund check for credit balance strictly controlled with proper supervisor approval

1481 General Ledger Refunds The ability to configure workflow approval of amount thresholds.

1482 General Ledger Refunds For Refund Checks, CIS has fields to capture and retain:1483 General Ledger Refunds - Refund check number.1484 General Ledger Refunds - Check issued to:(name).1485 General Ledger Refunds - Refund check date.1486 General Ledger Refunds - Refund check amount.1487 General Ledger Refunds - Date of voided or returned refund check1488 General Ledger Refunds - Indicator of whether the refund was returned or voided1489 General Ledger Refunds - Service address.1490 General Ledger Refunds - Mailing Address.1491 General Ledger Refunds - Status of the check.1492 General Ledger Refunds - Escheated to the state1493 General Ledger Refunds The ability to automatically initiate the refund process

according to user-defined rules, including (but not limited to) the following

1494 General Ledger Refunds - Greater than / equal to a user-defined minimum amount1495 General Ledger Refunds - Refund type.1496 General Ledger Refunds - Upon approval of a customer-submitted refund request1497 General Ledger Refunds - 'x' days after the account closed1498 General Ledger Refunds The ability to configure workflows to track refunds (due and

remitted):1499 General Ledger Refunds - By reason code.1500 General Ledger Refunds - Aging (how long since customer requested, in each review

queue).1501 General Ledger Refunds - By review status.1502 General Ledger Refunds - By user ID.1503 General Ledger Refunds The ability to configure the system to automatically transfer

credit balances to other accounts for the same owner.

1504 General Ledger Refunds The ability to alert the user that customer has other outstanding credit or debit receivables on other accounts

1505 General Ledger Refunds The ability to automatically identify a requested refund as invalid (due to bad check or ACH failure) and generate a customer letter describing refund refusal reason

1506 General Ledger Refunds The ability to include multiple refunds (multiple accounts) onone check.

1507 General Ledger Refunds The ability to require a reason for the refund.1508 Audits1509 General Ledger Transaction Audit The CIS must provide a strong audit trail for all financial

transactions:1510 General Ledger Transaction Audit - Date / time stamp.1511 General Ledger Transaction Audit - Reason code1512 General Ledger Transaction Audit - User who approved transaction1513 General Ledger Transaction Audit - User who entered transaction1514 General Ledger Transaction Audit - User who changed transaction1515 General Ledger Transaction Audit - Previous value / subsequent value1516 General Ledger Transaction Audit - Easy query of audit trail transactions1517 General Ledger Transaction Audit - Available report of audit trail transactions1518 GL Postings1519 General Ledger Reconciliation The ability to configure the general ledger accounts to

facilitate ease of bank reconciliation1520 General Ledger Fund Transfers The ability for the system to allow manual journal entry to

record fund transfers in or out of bank accounts1521 General Ledger Lien Management The ability to remove lien sale receivables from the current

account receivables but still have the ability to receive lien payments and report on the loss on lien sale general ledger account.






Functionality





1522 General Ledger Lien Management The ability to receive one payment and apply partial payments to only the previous liened outstanding balances on multiple accounts.

1523 General Ledger Lien Management The ability to restrict access to apply and adjust lien balances via security access logic

1524 General Ledger Posting The ability to automatically split total receipted amount to appropriate General Ledger accounts

1525 General Ledger Posting The ability to automatically prepare general and sub-ledger journal entries by department for cash receipts with appropriate workflow approvals

1526 General Ledger Posting The ability to record type of payment (check, money order, cash, ACH and credit card) and a unique reference number within CIS.

1527 General Ledger Posting The ability to provide CIS transaction code mapping to GL account numbers.

1528 General Ledger Report The ability to balance receivables on a period (weekly, biweekly, monthly, quarterly, annually) basis

1529 General Ledger Report The ability to download all reports to Excel1530 General Ledger Report The ability to pre-calculate charges for accrual accounting

and to estimate projected revenue for the year1531 Navigation and Workflow 1532 Alerts1533 Navigation and

WorkflowAlerts The ability to configure multiple warning messages when

specific conditions exist on an account.1534 Navigation and

WorkflowAlerts The ability to configure alerts at:

1535 Navigation and Workflow

Alerts - Account level.


Alerts - Customer / owner level.


Alerts - Premises level.


Alerts - Asset level, (e.g. meter, backflow device, FOG).


Alerts The ability to view the alert:


Alerts - Account level.


Alerts - Customer / owner level.


Alerts - Premises level.


Alerts - Asset level, (e.g. meter, backflow device, FOG).


Alerts The ability to configure alerts to be created when actions are initiated.


Alerts The ability to set alerts to expire automatically (without user intervention) when certain conditions are initiated.


Alerts The ability to set end dates on alerts to expire automatically.

1547 Easy to Set Reminders (to selected staff or group)1548 Navigation and

WorkflowEasy to Set Reminders (to selected staff or group)

The ability to easily set a reminder for a staff member on a specific date.


Easy to Set Reminders (to selected staff or group)

The ability to easily set a reminder for a department on a specific date.



The ability to easily set an expiration date on the reminder.






Functionality







The ability to easily set a reminder for a department for a specific number of days.



The ability to easily set a reminder for a staff member for a specific number of days.



The ability to easily configure condition-driven reminders and actions e.g. auto-generate a notification to a utility staff member.

1554 Tasks That Can Be Managed1555 Navigation and

WorkflowTasks That Can Be Managed

The ability to set a due date for task completion.


Tasks That Can Be Managed

The ability to notify a supervisor of a missed task due date.



The ability for a supervisor to view all tasks showing aging by assigned staff person.



The ability to apply approval parameters that require another identified staff person or group to approve the task.



The ability for a supervisor to reassign a task.



The ability for completing a task and capture a completion date.



The ability for completing a task and capture who completed the task.



The ability for canceling a task and capture who cancelled the task.



The ability for canceling a task and capture a cancellation date.

1564 Workflow 1565 Navigation and

WorkflowWorkflow The ability to configure different workflow types.


Workflow The ability to manage new construction projects through workflows.


Workflow The ability to manage inter-departmental activities through workflows.


Workflow The ability to manage inter-system activities through workflows.


Workflow The ability to have dynamic workflows where previous stepsoutcomes will change future steps


Workflow The ability for the workflow to age.


Workflow The ability for the workflow to show aging details by assigned person work queue (e.g. CSR, supervisor, etc.)


Workflow The ability for the workflow to expire.


Workflow The ability for the workflow to provide notification of expiration.


Workflow The ability to configure steps at workflow generation as required, optional, or not applicable.


Workflow The ability to configure steps in the workflow to be completed sequentially or in parallel


Workflow The ability to configure steps in the workflow as sub-groups to be completed in parallel then sequentially with another subgroup.


Workflow The ability to configure steps in the workflow to be checklist(i.e. for required customer documentation, check for outstanding customer debt).


Workflow The ability to configure steps in the workflow to:






Functionality






Workflow - Auto-generate a service order.


Workflow - Auto-generate tasks to staff.


Workflow - Auto-generate emails or other mediums of contact to staff.


Workflow - Auto-generate a customer notification.


Workflow - Auto-start a process (i.e. final bill).


Workflow The ability to configure steps in the workflow that require staff approval to move forward


Workflow The ability for a work order completion code to complete a workflow step and move to the next step.

1586 Navigation1587 Navigation and

WorkflowNavigation The ability to easily sign in using network log in.


Navigation The ability to maintain key header information (e.g. customename and service address) from one screen to the next.


Navigation The ability to easily access the transaction history by:


Navigation - Customer first or last name.


Navigation - Account number.


Navigation - Legacy system customer account number.


Navigation - Bill amount owed.


Navigation - Premise address.


Navigation - Premises number.


Navigation - Street name.


Navigation - Street number and street name.


Navigation - Street block.


Navigation - Driver's license number.


Navigation - Social Security Number (SSN).


Navigation - SSN by last 4 digits.


Navigation - SSN by last 4 digits with balance.


Navigation - SSN with balance.


Navigation - Tax Identification Number (TIN).


Navigation - Service order number.


Navigation - Phone number.


Navigation - Owner number.


Navigation - Mailing address.






Functionality






Navigation - Email address.


Navigation - Meter number.


Navigation - Asset ID.


Navigation - Hydrant number.


Navigation The ability for minimal clicks navigation with no more than three clicks from the initial account screen to access the following information


Navigation - Owner name.


Navigation - Owner phone number.


Navigation - Owner email address.


Navigation - Billing address.


Navigation - Care of name.


Navigation - Account balance.


Navigation - Payment history (at least 12 months).


Navigation - Bill history (at least 12 months).


Navigation - Representation of most recent bill.


Navigation - Transaction history (at least 12 months).


Navigation - Service address.


Navigation - Consumption history (at least 24 months).


Navigation - Meter Manufacturer.


Navigation - Meter size.


Navigation - Meter serial number.


Navigation - Meter installation date.


Navigation - Meter read history (at least 12 months).


Navigation - Radio Transmission Unit ID.


Navigation - Radio Transmission Unit installation date.


Navigation - Open and pending tasks associated with this account.


Navigation - Task history.


Navigation - Customer interaction history, including:


Navigation - Call center notes.


Navigation - Inbound/outbound communication.


Navigation - Letters.






Functionality






Navigation - Emails.


Navigation - Voice mail.


Navigation - Social media contacts.


Navigation - Previous owner history at this premise.


Navigation - Other accounts currently associated with this customer.


Navigation - Other accounts previously associated with this customer.

1645 Mobile Workforce/Field services - Service Order Management

1646 Real-Time Status Update1647 Mobile Workforce

Management, Field Services

Real-time Status Update The ability to inquire as to which CSFR is assigned the service order.

1648 Mobile Workforce Management, Field Services

Real-time Status Update The ability for integration with CIS for service orders, and other data (see Interfaces).


Real-time Status Update The ability for real-time updating of service orders when payments are made that would affect the status of open service orders.


Real-time Status Update The ability to view status of service orders.


Real-time Status Update The ability to update in real-time when a service order is created.


Real-time Status Update The ability to update in real-time when a service order is completed.


Real-time Status Update The ability to update in real-time when a service order is reassigned to other work groups.


Real-time Status Update The ability to automatically notify field personnel of an amended order in real-time.


Real-time Status Update The ability to automatically update the external system with changes to orders in real time.


Real-time Status Update The ability to automatically notify field personnel of service orders that have been re-assigned to them in real-time.

1657 Mapping Location Services1658 Mobile Workforce


Mapping Location Services

The ability to integrate with ESRI GIS (see interface descriptions).

1659 Prioritization, Scheduling, Grouping, and Dispatch1660 Mobile Workforce


Prioritization, Scheduling, Grouping, and Dispatch

The ability to have configurable personnel assignment; optimized by:



- Area.



- Work type.






Functionality







- Skill-based routing.



- CSFR availability.



- Priority.



- Due date.



- Account collections.



- Amount due.



- Any combination of the above.



The ability to send reminders to customer before an appointment by:



- Email.



- Text.



- IVR - Robocall.



- Telephone call.



The ability to send notifications to customers when the field tech is on their way by:



The ability for supervisors to lock appointment calendars.



The ability to restrict the scheduling of orders based on limitand a calendar that takes into consideration holidays, weekends with manual override



The ability to automate rescheduling of work (in event, for example, of inclement weather or other external factors).



The ability to have service orders updated to a higher priority as service order approaches due date.



The ability to merge or group multiple service orders for specific business scenarios.



The ability to query and review all orders that were not started or completed by a certain time.



The ability to validate that the date can only be scheduled within a user-defined date range (future and past dates).






Functionality







The ability to provide orders that are not required to be associated with a premise and can be pointed to intersectionsparcels, specific locations, etc



The ability to allow work to be stored, until it can be scheduled with a resource that is working within the area, or when a resource is available.



The ability to provide priority work scheduling based on current workload and availability of resources.



The ability to lock-out certain service orders for a specific period of time (with override).



The ability to set a maximum number of a specific type of service order that can be scheduled each day.



The ability to restrict the number of activities that can take place by service order type.



The ability to suggest alternative appointment times, dates, and resources necessary to accomplish the task to the CSR.



Dependent on the Service/Work Order Type, the ability to seappointments up by:



- Day.



- AM, PM.



- Hourly basis.



The ability for dispatcher to search for a specific order by order attribute, type, location, etc.



The ability for dispatcher to recall orders from specific field personnel or work teams.



The ability for dispatcher to hold specific orders, such as orders that cannot be completed today, but that should be worked in the near future



The ability for dispatcher to add notes or comments to orders before they are dispatched in the field.



The ability for dispatcher to attach notes or comments to completed service orders.



The ability for supervisor to view the completion data on selected orders for accuracy and completeness.



The ability to assign individuals to a work group.



The ability to associate a work group with specific types of work.



The ability to present scheduling availability by type of work selected.






Functionality







The ability to assign service orders by zone.



The ability to auto-schedule service orders based on their priority.



The ability to consider other active orders that have been generated for the same location when auto-scheduling a service order.

1706 Administration1707 Mobile Workforce


Administration The ability to support workflow with service orders.


Administration The ability to attach files to service orders.


Administration The ability to configure that some work orders types are to be reviewed and assigned by a designated user.


Administration The ability to have authorization levels within the software (restricted access).


Administration The ability to create a service order from another service order.


Administration The ability to validate meters from inventory upon installation.


Administration The ability to have pre-defined work order statuses.


Administration The ability to allow for phase-in functionality:


Administration - Orders for some field personnel.


Administration - Some order types can be printed.


Administration The ability to create and search work orders.


Administration The ability for mass-creation of work orders through spreadsheet or upload.


Administration The ability for service orders to be associated to the:


Administration - Account.


Administration - Premises.


Administration - Service.


Administration - Meter.






Functionality






Administration - Asset ID i.e. backflow, and grease trap.


Administration The ability to create and assign a service order when a premise does not exist.


Administration The ability for notification of aged service orders.


Administration The ability to attach digital media to the service order and link to the customer account:


Administration - Videos.


Administration - Photos.


Administration - Audio.


Administration - Documents.


Administration - Large format engineering drawings.


Administration The ability to view the most updated documents attached to the service order.

1736 Work Order / Service Order Completion, Validation and Functionality


Service Order Completion, Validation and Functionality

The ability to automatically add a meter to an account when the field activity is complete.



The ability to automatically change a meter on an account when the field activity is complete.



The ability to automatically update the CIS upon completion of a service order based on information received from the Mobile Workforce Management System (or existing Cityworks work management system):



- Account status.



- Key information.



- Rate.



- Meter number.






Functionality







- Meter serial number.



- Meter status.



- Meter type.



- Meter manufacturer.



- Meter model.



- Meter number of dials.



- Meter number of digits.



- Meter install date.



- Meter remove date.



- All meter reading location codes and descriptions.



- All meter reading comment/trouble codes and descriptions.



- Seasonal service indication.



- Number of sprinkler heads.



- Service status.



- Number of hydrant meters.






Functionality







- Asset ownership (City/private).



- Found meter reading.



- New meter reading.



- New meter reading type.



- Radio transmitter unit number.



- Radio transmitter manufacturer.



- Radio transmitter model.



- Radio transmitter model number.



- Radio transmitter version.



- Radio transmitter number of digits it will read.



- Radio transmitter unit install date.



- Radio transmitter unit remove date.



- Asset ID.



- Field crew comments.



- Attachments.






Functionality







- Captured service line material i.e. lead, copper.



- Time arrived at location.



- Date work was performed.



- Time work was performed.



- Type of work performed.



- Who performed the work.



- Backflow serial number.



- Backflow size.



- Backflow manufacturer.



- Backflow model.



- Backflow location.



- Backflow test date.



- Backflow test result.



- Backflow last test date.



- Backflow last test result.






Functionality







- Classification of water quality complaint



The ability to configure field validation (duplicate meter number, meter read within range, etc.).



The ability to read scan codes by the mobile unit:



The ability for service orders to display customer contact information.



The ability to create free-hand drawing on mobile tablet screen and attach to service order.



The ability to provide a free-form alphanumeric field for keying in special instructions on service orders.



The ability to support a view of service order history for user-defined historical qualifiers.



The ability to configure CIS to capture, retain and include as service order information for the field crew:



- Account status.



- Account total balance.



- Account amount in arrears.



- Deposit due.



- Cycle.



- Route.



- Key information.






Functionality







- Zone.



- Rate.



- Customer Name.



- Contact Name.



- Contact phone number (s).



- User that entered the SO



- Service order comments from user.



- Subdivision name.






- Meter status.



- Meter type.






- Meter model.












Functionality

























- Service status.









- Second to last meter read date.



- Second to last meter read type (i.e. interim, actual, etc.).



- Second to last meter reading.



- Usage calculated from last read and second to last read.



- Third to last meter read type (i.e. interim, actual, etc.).



- Third to last meter reading.






Functionality







- Usage calculated from last read and third to last read.
























- Asset ID.



- Attachments.






- Appointment date.



- Appointment time.






- Backflow size.






Functionality










- Backflow model.












- Classification of water quality complaint.



The ability to configure service order types that will be sent to Cityworks (see interface).



The ability to update a service order from the Cityworks interface:



- Cityworks work order unique ID.



- Add a comment.



- Cancel order.



- User ID that cancelled the order.



- Date/time that the user cancelled the order.



- Add an attachment.



- Indicator water left on - this updates the account status.






Functionality







The ability to send service order information to the Cityworkinterface:



- Change the meter number.



- Add a comment to the service order.



- User ID that created the comment.



- Date/time that the comment was created.



- Cancel the service order.



- User ID that cancelled the service order.



- Date/time that the user cancelled the service order.



- Complete service order.



- Date/time of the completion of the service order.



- User ID that completed the service order.



- Add an attachment.



The ability to capture and retain service order history:



- For time and material jobs.



- Status change.






Functionality







- Cancellation.



- Reason for cancellation.



- For a customer.



- For a premise.



- For a service.



- For meter / equipment / asset.



- For an account.



- For a service worker.



- For a crew.



- For a service order type.



The ability for a service order to be completed with a utility-selected completion code configured to create more than one action.



The ability to capture completion actions.



The ability to pass completion codes to the CIS create various additional actions and/or records (e.g. new service orders, fees, notification to customers, etc.).



The ability to generate multiple fees to the customer account based upon the completion of a service order.



The ability to automatically validate and post the final read to the old meter.






Functionality







The ability to include all meters at the location on the service order or require separate service orders per radio transmission unit, based on the service order type.



The ability to set up or attach a radio transmitter unit to the meter when the field activity is complete.



The ability for the CIS to record the content of the doorhanger or ticket.



The ability to modify notes if a service order has been completed or canceled with proper security level and audit trail.



The ability to modify (reopen) a completed service order witproper security level and audit trail.



The ability to access an audit trail if a completed service order has been modified or reopened.



The ability to prevent certain service orders from being created at certain times of the year.



The ability to configure rules to prevent certain service orders from being created if the service order cannot be worked (i.e. cannot create a change meter service order if the meter does not exist).



The ability to notify the user that there is a dependent order being canceled.



The ability to automatically charge a fee based on meter size.



The ability to configure fees so that they are automatically added to the service order based on time of the call for that day. Ex: Fee for before 1pm, fee after 1pm.



The ability for authorized user, through security, to waive automatic same day service order fee with required reason code.



The ability to automatically remove fees if the service order is not completed by the agreed upon date and time.



The ability to override fees that have been added to a service order with proper security.



The ability to initiate a workflow for approval of a fee that has been recommended by an CSFR when the service order is completed.






Functionality







The ability to generate a task to staff based upon the completion code of a service order.



The ability to prevent a service order type from being createdon an account if the same service order type has been createdin the last 'x' months.

1911 Contractor Project Management1912 Mobile Workforce


Project Management The ability to optionally associate a service order with a project, phase and task.


Project Management The ability to capture the material line items used in the service order for field staff.


Project Management The ability to capture the work performed in the service order for field staff.


Project Management The ability to send all line item information, including date, to a system that produces an Accounts Payable invoice.

1916 Business Intelligence 1917 Business Intelligence Business Intelligence The ability to assign weighted averages (giving values in a

data set more influence) to selected data elements of a report or query. Please describe how this functionality would be available in the proposed solution, whether via business intelligence (BI) functionality, inherent in the user interface (UI) or by some other means

1918 Business Intelligence Business Intelligence The ability to blend together total customer interactions from queue management system (physical visits), Call Center, email, correspondence to track customer touches per category / issue to identify service bottlenecks

1919 Business Intelligence Business Intelligence The ability to enable integration of data from multiple disparate sources.

1920 Business Intelligence Business Intelligence The ability to specify organizational hierarchies and display performance scorecards for each organizational unit.

1921 Business Intelligence Business Intelligence The ability to enable role-based access to information1922 Business Intelligence Business Intelligence The ability to provide access to standard reports, scorecards,

dashboards, KPIs, metrics and alerts. 1923 Business Intelligence Business Intelligence The ability to provide capabilities to route alerts to business

users according to user-defined parameters1924 Business Intelligence Business Intelligence The ability to perform trend analysis, statistical analysis and

forecasting.1925 Business Intelligence Business Intelligence The ability to include mobile device support1926 Business Intelligence Business Intelligence The ability to integrate into GIS to spatially display reporting

results where appropriate. 1927 Business Intelligence Business Intelligence The ability to integrate into GIS to obtain a list of accounts

based on geographical boundaries, e.g. wards1928 Business Intelligence Business Intelligence The ability to include user defined fields on reports1929 Business Intelligence Business Intelligence The ability to report consumption in gallons even though it is

read and billed in CCF units1930 Business Intelligence Business Intelligence The ability to report consumption in CCF even though it is

read and billed in gallon units1931 Business Intelligence Account Services and

Premises AttributesThe ability to report if the premises has a septic tank.

1932 Business Intelligence Account Services and Premises Attributes

The ability to 'report or query for all active sewer accounts to see if AWC is on/off (i.e. being used for billing).


The ability to report on premises by basin (wastewater treatment plant).






Functionality






The ability to report waste consumption by basin (wastewater treatment plant).

1935 Business Intelligence Adjustments, Fee and other Charges

The ability to report on adjustments, debits and credits.


The ability to track & report on reason codes for billing adjustments.


The ability to report on which user processed and / or approved billing adjustments in a transactional register

1938 Business Intelligence AMR Codes The ability to include the meter reading comment/trouble code and description on reports (i.e. Exception reports)

1939 Business Intelligence Apply Non-Metered Rates

The ability to report on values which impact rate calculations.

1940 Business Intelligence Apply Assessments The ability to report on debt services and other repetitive charges.

1941 Business Intelligence Billing Partners The ability to report the number of customers associated witheach Billing Entity

1942 Business Intelligence Billing Partners The ability to report the number of meters associated with each Billing Entity

1943 Business Intelligence Billing Partners The ability to report consumption associated with each Billing Entity

1944 Business Intelligence Billing Partners The ability to report revenue by type associated with each Billing Entity

1945 Business Intelligence Billing Partners The ability to report number of customers by service associated with each Billing Entity

1946 Business Intelligence Billing Partners The ability to report number assets by asset type associated with each Billing Entity

1947 Business Intelligence Billing Partners The ability to report number of assets by asset size associated with each Billing Entity

1948 Business Intelligence Billing Partners The ability to report number customer by type associated with each Billing Entity

1949 Business Intelligence Billing Partners The ability to report on all values used to support the billing partner settlements.

1950 Business Intelligence Bank Reconciliation The ability to generate daily cash reports for balancing by payment type.

1951 Business Intelligence Bank Reconciliation The ability to provide a report showing total amount of payment received for each payment type and the total amounapplied to customer accounts to ensure no duplicate application of payment received

1952 Business Intelligence Billing The ability for the system to report on unbilled consumption as of a configurable date.

1953 Business Intelligence Billing The ability to report on unbilled revenue for metered accounts.

1954 Business Intelligence Billing The ability to report on unbilled revenue for unmetered accounts.

1955 Business Intelligence Billing The ability to report number of bills by type created and printed daily.

1956 Business Intelligence Billing The ability to report number of letters by type created and printed daily.

1957 Business Intelligence Billing The ability to report number of notices by type created and printed daily.

1958 Business Intelligence Cashiering The ability for cash registers to count all forms of payments for audit and balance purposes and generate a report for follow up.

1959 Business Intelligence Delinquency The ability to report results for a collection's campaign based on defined criteria such as payments received, payment agreements entered, customer contact success rates, etc.

1960 Business Intelligence Deposits The ability to create a report of deposits by service1961 Business Intelligence Exemption The ability to provide a report listing all exemption with the

end date for staff to re-evaluate the exemption1962 Business Intelligence General Ledger The ability to produce reports






Functionality





1963 Business Intelligence General Ledger - A daily trial balance of all general ledger accounts with totaof debit and total credit

1964 Business Intelligence General Ledger - Debits must all be positive numbers1965 Business Intelligence General Ledger - Credits must all be negative numbers1966 Business Intelligence General Ledger - Transaction journal report by general ledger accounts1967 Business Intelligence General Ledger - Account Aging Report.1968 Business Intelligence General Ledger - Year-end Unbilled accrual report. 1969 Business Intelligence General Ledger - Exception reports on accounts that did not generate bills for

more than one year1970 Business Intelligence General Ledger - Exception reports on unapplied payments received1971 Business Intelligence General Ledger - Exception reports on accounts with credit balances1972 Business Intelligence General Ledger - Exception reports on activity on any accounts designated

with special controls, such as, a suspense account recording all inapplicable payments with a transaction reversing a payment from this general ledger account for audit purpose.

1973 Business Intelligence General Ledger - Cash activity report1974 Business Intelligence Late Payment Fee The ability to generate a report for all late payment fees

adjusted through adjustments or Cancel / Rebill1975 Business Intelligence Lien Management The ability to report amounts that were sent to lien sale.1976 Business Intelligence Lien Management The ability to generate a report detailing the posting to

general ledger when an account is liened1977 Business Intelligence Master Meters The ability to report consumption from the master meter and

the submeters. (Ex: the master meter is located at strip mall and the submeters are located in the mall, and mall management is billed for the master meter consumption and will bill the tenants for the submeter consumption)

1978 Business Intelligence Mobile Workforce Management, Field Services

The ability to provide for reporting that assists with operations expense management, intelligent routing, AVLS, and scheduling.


The ability to provide standard statistical reports by:


- Order type.


- Order status.


- Order creation date.


- Field personnel.


- Zone.


The ability to report on total costs per work group per month for approved work.

1986 Business Intelligence Moves/Transfers The ability to report all moves1987 Business Intelligence Payment Arrangement The ability to generate a report for payment arrangements1988 Business Intelligence Payment Arrangement The ability to report on payment arrangement status (e.g.

current, delinquent).1989 Business Intelligence Payment Arrangement The ability to report on resolution of payment arrangement

(e.g. fulfilled; cancelled) with end dates1990 Business Intelligence Payment Arrangement The ability to report on payment history of payment

arrangement for customers. 1991 Business Intelligence Refunds The ability to report on refunds periodically by user selected

transaction dates.






Functionality





1992 Business Intelligence Returned Mail The ability to generate a report on accounts with returned mail.

1993 Business Intelligence Returned Mail The ability to generate a report on accounts with returned mail including the balance and payments that have been posted.

1994 Business Intelligence Returned Payments The ability to report reason codes for returned items1995 Business Intelligence Sales Tax & Franchise

FeesThe ability to report taxes separately by each transaction.

1996 Business Intelligence Sales Tax & Franchise Fees

The ability to report franchise fees separately by each transaction


The ability to report taxes separately by each billing partner.


The ability to report franchise fees separately by each billing partner.

1999 Business Intelligence Service Line Protection Fee

The ability to report status, payment information, enrollment and cancellation dates for Service Line Protection.

2000 Business Intelligence Service Orders The ability to report time spent on service order2001 Business Intelligence Service Orders The ability to report all service orders that were not started

by a certain time.2002 Business Intelligence Service Orders The ability to report all service orders that were not

completed by a certain time2003 Business Intelligence Service Orders The ability to report status of work requested by customers

and performed through the mobile work management system.

2004 Business Intelligence Service Orders The ability to report status of work requested by customers and performed through Cityworks

2005 Business Intelligence Special Programs The ability to generate a report for type of campaig2006 Business Intelligence Surety Bonds The ability to report on expired surety bonds2007 Business Intelligence Surety Bonds The ability to report accounts that have active surety bonds.

2008 Business Intelligence Water Quality The ability to report on water quality complaints by classification and sub classification

2009 Business Intelligence Workflow The ability to report on the aging of the workflow2010 Business Intelligence Workflow The ability to report on all payments received across all

payment channels and billing partners for a given year2011 Business Intelligence Workflow The ability to report on all revenue billed across all billing

entities for a given year (including billing partners and CAW).

2012 Customer Self-Service Portal2013 CSS2014 Online Customer Self-

ServiceGeneral Describe how you integrate with the EBPP Payment website.

2015 Web2016 Online Customer Self-

ServiceWebsite The ability to host a secure website.

2017 Online Customer Self-Service

Website The ability to filter all non-Customer traffic using firewall rules.


Website The ability to give Customer all applicable IP addresses and ports to use in corporate firewall rules


Website The ability to function on various browsers (Firefox, Safari, Chrome, Internet Explorer, etc.)


Website The ability to function on various devices (desktop, laptop, tablets, mobile phones, iOS, Android, etc.)


Website The ability for adaptive or responsive web design.


Website The ability for all web design to meet ADA (Americans with Disabilities Act) requirements


Website The ability for payments portal to continue SSO (single sign-on) integrated navigation with the primary portal provider.






Functionality






Website The ability to provide website navigation and click analytics.


Website The ability for two-way integration between CIS and the customer web portal.


Website The ability for the customer to search for an account using the account number.


Website The ability for the customer portal to display payment arrangement amount remaining and payment schedule, including due dates.


Website The ability for a customer to request a payment extension online.


Website The ability to allow the customer to print the payment agreement from the website.


Website The ability for the customer to cancel a payment arrangement.


Website The ability for customer election of due date extension by utility-configured number of days


Website The ability to send notifications to customers, by their preferred communication channel, based on status of a service order.


Website The ability to send notifications to customers based on work/service order types.


Website The ability to provide automated status updates to customers through the customer web portal and e-mail.


Website The ability for customers to manage their alerts by the following methods for each type


Website - Letter.


Website - Email.


Website - Text.


Website - Bill message.


Website - Telephone call.


Website The ability for customers to register for notifications:


Website - Bill available notification.


Website - Bill due notification.


Website - Bill past due notification.


Website - Shutoff scheduled notification.


Website - Water emergency notifications.


Website - Usage notifications.


Website - Other (configurable).


Website The ability for external workflows between customer self-service and CIS to track status of customer submissions and staff approval.


Website The ability for the customer web portal to provide external electronic workflows to the customer


Website The ability for customer to view field appointments available and request an available appointment date and time slot.






Functionality






Website The ability for customer applications and forms to be processed electronically via the CIS Customer Self-Service web interface.


Website The ability for uploading of documents and historical archive by the customer to the customer web portal.


Website The ability to select the appropriate meter from a dropdown and display the data for accounts with multiple meters.


Website The ability for customer to view timestamped e-mail history of notifications sent


Website The ability for customer to view timestamped text history of notifications sent


Website The ability for customers to enroll in eBilling.


Website The ability for customers to submit a water quality complaint.


Website The ability for electronic bill presentment that shows detailed line items.


Website The ability to show consumption data points graphically.


Website The ability to view readings and consumption for all meters on the customer's account


Website The ability to view consumption by daily usage for a month.


Website The ability to view consumption by daily usage for a week.


Website The ability to view consumption by monthly usage for a year.


Website The ability to view consumption by usage between two dates as selected by the customer.


Website The ability to view current balance via a real-time interface tpayment status showing updated payments and balances.


Website The ability to validate changes to customer e-mail address with e-mail confirmation link before acceptance into system.


Website The ability for a customer to update their profile.


Website The ability to configure the fields that a customer can update.


Website The ability to validate changes to customer phone numbers with text, voice code, or email verification link before acceptance into system


Website The ability to validate changes to customer mailing addressefor USPS delivery point verification before acceptance into system.


Website The ability to require corroboration (e.g. photographic evidence with electronic signatures) if customers can update changes, for items that affect billing


Website The ability for the customer to view on-line via the self-service portal the following


Website - Account balance.


Website - Due date.


Website - Past due amount.


Website - Last bill date.


Website - Last payment amount.






Functionality






Website - Last payment date.


Website - Current payment transactions not yet dispersed to accounts receivable.


Website - 24 Months of bill history.


Website - 24 Months of payment history.


Website - Payment type/source.


Website - Payment arrangement and status.


Website - Payment arrangement historical information.


Website - Adjustment history.


Website - Deposit history.


Website - Bill delivery type.


Website - Reading and consumption history.


Website - Service order status.


Website - Water quality issue status.


Website - Additional financial data shown to customer.


Website - Last 3 years of monthly/quarterly/bi-monthly usage in units (i.e. gallons, ccf).


Website - Last 3 years of monthly/quarterly/bi-monthly usage graph.


Website - All registered accounts upon login.


Website - The address and balance upon selection of the account.


Website - A PDF bill image.


Website The ability for integration with AMI analytics for customer-defined leak alerts


Website The ability to post deposit payment to account online via the self-service portal.


Website The ability for the customer to sign up for ACH.


Website The ability for the customer to request to be removed from ACH for one billing period


Website The ability for the customer to request to be removed from ACH.


Website The ability for users (CSR) to log in and set up ACH information for the customer, via an Administrative porta


Website The ability for a customer to enter meter readings (i.e. Hydrant and master meters).


Website The ability for a customer to request seasonal off.


Website The ability for a customer to request seasonal on.


Website The ability to trigger a reduced turn on rate for seasonal turn on by customer.


Website The ability for a customer (builder) to request a new service.






Functionality






Website The ability for the customer to set the preferred communication method. (i.e. Txt, email, mail, phone


Website The ability for the customer to set 'Do not call/contact'.


Website The ability for a customer to print reports from the portal.


Website The ability for a landlord to print a report listing all of their properties with premise information


Website The ability to configure service orders that can be generated from the customer portal for CIS


Website The ability to configure service orders that can be generated from the customer portal for CityWorks

2115 Administration2116 Online Customer Self-

ServiceAdministration The ability for Customer Service to deactivate paperless

billing on behalf of a customer2117 Online Customer Self-

ServiceAdministration The ability for Customer Service to remove autopay on

behalf of customers.2118 Online Customer Self-

ServiceAdministration The ability for Customer Service to remove web account

access for an account.2119 Online Customer Self-

ServiceAdministration The ability for Customer Service to opt customers out of

notifications2120 Online Customer Self-

ServiceAdministration The ability for Customer Service to prompt a password reset.


Administration The ability to provide audit tracking capabilities to review who and when updates were made and ability to report off these updates


Administration The ability for a CSR to view a customer's web session to provide assistance and direction at customer request.

2123 Billing2124 Online Customer Self-

ServiceBilling The ability for online bill presentment (e-bill/e-insert).


Billing The ability for customer to view and save a pdf version of thbill.


Billing The ability for customer opt-in to e-mail/text/phone/other communications from CAW


Billing The vendor is required to follow all opt-out laws.


Billing The ability for Customer to activate and deactivate requests for paperless billing


Billing The ability for Customer to view actual pdf bill copy on the website without requiring the bill to be viewed in a separate window.

2130 Communications2131 Online Customer Self-

ServiceCommunications The ability for all communication from the portal to be sent

to a centralized CAW inbox2132 Online Customer Self-

ServiceCommunications The ability for at a minimum, the message contains the

customer's pre-populated name and account number2133 Online Customer Self-

ServiceCommunications The ability for Customer to instant message with a CAW

customer service representative (online chat)2134 Online Customer Self-

ServiceCommunications The ability for store the transcript of the chat and make

available to the Customer for viewing and printing2135 Online Customer Self-

ServiceCommunications The ability to keep the transcript of the chat in an archive for

any future CAW research needs2136 Online Customer Self-

ServiceCommunications The ability for CAW to publish special messaging on the

portal for customers:2137 Online Customer Self-

ServiceCommunications - Past due bill/amount.


Communications - Marketing messages for conservation and other scenarios.


Communications - Configurable for customer class, and billing entities.






Functionality






Communications - Customer selected notifications, including:


Communications - Bill available notification.


Communications - Bill due notification.


Communications - Bill past due notification.


Communications - Shutoff scheduled notification.


Communications - Water emergency notifications.


Communications - Usage notifications.


Communications - Other (configurable).


Communications The ability for a variety of billing and payment notifications and reminders to be selected by Customer


Communications - When a new document (message) arrives, notify customer via text, email, phone


Communications - When online payments are made, notify customer via text, email, phone.


Communications - When online payments are cancelled, notify customer via text, email, phone.


Communications - When online payments are rejected, notify customer via text, email, phone.


Communications - When recurring payments are scheduled, notify customer via text, email, phone


Communications - When recurring payments are aborted, notify customer via text, email, phone.


Communications - When recurring payments are approved, notify customer via text, email, phone


Communications - When recurring payment profile expires, notify customer via text, email, phone


Communications - Customer can set reminder for number of days before bill isdue.


Communications The ability to handle multiple message types in a given day


Communications The ability for CAW to be able to view, re-send, and forwardnotifications e-mails/texts originally sent to Customer.


Communications The ability to provide undeliverable electronic communication process for returned emails


Communications The ability to provide undeliverable electronic communication process for returned SMS texts


Communications The ability to provide undeliverable electronic communication process for invalid phone numbers


Communications The ability to provide undeliverable electronic communication process for invalid email addresses


Communications The ability for customers to report problems, then provide resolution, and escalation


Communications The ability to link to customer satisfaction survey.


Communications The ability to maintain 36 months of customer satisfaction data.


Communications The ability to provide customer satisfaction data to CAW in an agreed-upon format.

2168 Account Management2169 Online Customer Self-

ServiceAccount Management The ability for customer to update mailing address.






Functionality






Account Management The ability for customer to update e-mail addresses.


Account Management The ability for customer to update phone numbers.


Account Management The ability for customer to add multiple accounts to their profile.


Account Management The ability to show bill calculation details for specific customer classes (i.e. fire service, cross-connect, industrial, etc.).


Account Management The ability to provide updated CSS e-mail addresses, phone numbers, etc. from CIS account data


Account Management The ability to update CIS e-mail addresses, phone numbers, etc. from CSS account data.


Account Management The ability to display reminder of the minimum payment and date to prevent a shutoff


Account Management The ability to maintain Customer CSS account information (including stored payment and utility account information) during move in / move out process

2178 Utility Service Requests 2179 Online Customer Self-

ServiceUtility Service Requests 'The ability for Customer to create service requests online.


Utility Service Requests The ability for Customer to submit move-out request online.


Utility Service Requests The ability for a non-customer to submit a move-in request online.


Utility Service Requests The ability for Move-in workflow to take the "new" or "non" customer through various steps that include setting the move-in date, gathering customer information, enrolling for paperless billing, enrolling for automatic payments, etc.

2183 Technical2184 Online Customer Self-

ServiceTechnical Requirement The ability for the Customer to log in with determined

credentials.2185 Online Customer Self-

ServiceTechnical Requirement The ability to use CAPTCHA verification at login.


Technical Requirement The ability to pass customer authentication / credentials from online self-service to payment provider site


Technical Requirement The ability to store customer passwords/Personal Identification Number/pass phrase that will be utilized by CSRs to validate customer identity.


Technical Requirement The ability for online customer self-service portal to provide an identity management system that allows customers to establish and update username and passwords.


Technical Requirement The ability to initially register an account. Two pieces of billing information are required, in addition to an email address and password.


Technical Requirement Describe your customer validation requirements.


Technical Requirement The ability to encourage the use of strong passwords:


Technical Requirement 1. Use a "password meter" showing how strong a password is.


Technical Requirement 2. Do not allow passwords to be repeated.


Technical Requirement 3. Display an error message for immediate feedback on password use.


Technical Requirement The ability for automated process to change e-mail and password including sending a link to the customer's e-mail address.






Functionality






Technical Requirement The ability for the Customer to be kept logged in to the website after a password is reset.


Technical Requirement The ability for FAQs, including help logging in.


Technical Requirement The ability for the website to show all accounts assigned to the login including the current balances of each account on the initial page after a successful login


Technical Requirement The ability for a Customer to authorize access to a specific account by another user.


Technical Requirement The ability to provide a logged in user to remove accounts to be managed.


Technical Requirement The ability for automated process to cancel account management web access.

2202 Mobile Customer Self Service Application 2203 Online Customer Self-

ServiceMobile CSS The ability to use Android mobile application for customers

to log in and perform functionality2204 Online Customer Self-

ServiceMobile CSS The ability to use iPhone mobile application for customers to

log in and perform functionality2205 Online Customer Self-

ServiceMobile CSS The ability to use Microsoft Windows 10 mobile application

for customers to log in and perform functionality.


Mobile CSS The ability for the mobile application to display:


Mobile CSS - Account balance.


Mobile CSS - Due date.


Mobile CSS - Past due amount.


Mobile CSS - Last bill date.


Mobile CSS - Last payment amount.


Mobile CSS - Last payment date.


Mobile CSS - Current payment transactions not yet dispersed to accounts receivable.


Mobile CSS - 24 Months of bill history.


Mobile CSS - 24 Months of payment history.


Mobile CSS - Payment type/source.


Mobile CSS - Payment arrangement and status.


Mobile CSS - Payment arrangement historical information.


Mobile CSS - Adjustment history.


Mobile CSS - Deposit history.


Mobile CSS - Bill delivery type.


Mobile CSS - Reading and consumption history.


Mobile CSS - Service order status.


Mobile CSS - Water quality issue status.


Mobile CSS - Additional financial data shown to customer.






Functionality






Mobile CSS - Last 3 years of monthly/quarterly/bi-monthly usage in units (i.e. gallons, ccf).


Mobile CSS - Last 3 years of monthly/quarterly/bi-monthly usage graph.


Mobile CSS - All registered accounts upon login.


Mobile CSS - The address and balance upon selection of the account.


Mobile CSS - A PDF bill image.


Mobile CSS The ability to select the appropriate meter from a dropdown and display that data for accounts with multiple meters.


Mobile CSS The ability for the mobile application:


Mobile CSS - To have a profile menu that displays the user ID, phone number, and email registered to the account


Mobile CSS - To have a notification menu that allows leak notifications to be turned on.


Mobile CSS - To have a profile menu that allows paperless billing to be set on.


Mobile CSS - To have an alert history that displays the timestamp of alerts sent for bills


Mobile CSS - To have an alert history that displays the timestamp of alerts sent for leaks.


Mobile CSS - To have an email history with timestamp.


Mobile CSS - To log out upon set period of inactivity.


Mobile CSS - To require log in with account credentials.


Mobile CSS - To allow customer to make payments that are seamlessly routed to the payment provider


Mobile CSS - To enable CAPTCHA for routing to the payment provider.


Mobile CSS The ability for customer to:


Mobile CSS - Make payments.


Mobile CSS - Submit service requests.


Mobile CSS - Request an extension.


Mobile CSS The ability for customers to register for notifications:


Mobile CSS - Bill available notification.


Mobile CSS - Bill due notification.


Mobile CSS - Bill past due notification.


Mobile CSS - Shutoff scheduled notification.


Mobile CSS - Water emergency notifications.


Mobile CSS - Usage notifications.


Mobile CSS - Other (configurable).


Mobile CSS The ability for CAW to publish special messaging on the mobile portal for customers






Functionality






Mobile CSS - Past due bill/amount.


Mobile CSS - Marketing messages for conservation and other scenarios.


Mobile CSS - Configurable for customer class, and billing entities.


Mobile CSS - Customer selected notifications, including:


Mobile CSS - Bill available notification.


Mobile CSS - Bill due notification.


Mobile CSS - Bill past due notification.


Mobile CSS - Shutoff scheduled notification.


Mobile CSS - Water emergency notifications.


Mobile CSS - Usage notifications.


Mobile CSS - Other (configurable).


Mobile CSS The ability for customers to manage their alerts by the following methods for each type


Mobile CSS - Letter.


Mobile CSS - Email.


Mobile CSS - Text.


Mobile CSS - Bill message.


Mobile CSS - Telephone call.


ATTACHMENT C – ELECTRONIC BILL PAYMENT AND PRESENTATION REQUIREMENTS

CONTRACT:



ATTACHMENT C - ELECTRONIC BILL AND PAYMENT PRESENTMENTCENTRAL ARKANSAS WATER

CUSTOMER INFORMATION SYSTEM (CIS) SOFTWARE REPLACEMENT

REQ # Functional Area Process Functionality or Characteristic Feature Score Core or Non-core Name of System or Module that Provides this Functionality



1 Paperless Billing (eBills)2 Prepare & Deliver Bills eBills The ability for eBill/online bill presentment to be the same image as the printed bill.3 Prepare & Deliver Bills eBills The ability for bill backings to be available in electronic form (dynamic message) by billing partner.4 Prepare & Deliver Bills eBills The ability for inserts to be available in electronic form (e-inserts).5 Prepare & Deliver Bills eBills The ability to support e-insert distribution campaigns.6 Prepare & Deliver Bills eBills The ability to distribute eBills through secure email.7 Prepare & Deliver Bills eBills The ability to notify customers of eBill via their preferred notification channel as soon as it is available for viewing.8 Prepare & Deliver Bills eBills The ability to use secure email (eBill notification) for billing, payments, and marketing inserts.9 Prepare & Deliver Bills eBills The ability to enroll in paperless billing through CAW's customer web portal.

10 Prepare & Deliver Bills eBills The ability to provide CAW with updated email addresses (and phone numbers) from paperless billing enrollment.11 Prepare & Deliver Bills eBills The ability to click and pay from the eBill image.12 Prepare & Deliver Bills eBills The ability for customer enrollment and access to be through CAW's CSS. 13 Prepare & Deliver Bills eBills The ability for the customer to be taken seamlessly to the payment providers portal. 14 Prepare & Deliver Bills eBills The ability for paper bills to restart if paperless billing is canceled.15 Prepare & Deliver Bills eBills The ability to send daily paperless billing enrollment files to CAW in a comma delimited format, containing:16 Prepare & Deliver Bills eBills 1. All Customers including payment channel information.17 Prepare & Deliver Bills eBills 2. Changes in customer profile.18 Prepare & Deliver Bills eBills 3. Delete customer.19 Prepare & Deliver Bills eBills 4. New customer.20 Prepare & Deliver Bills eBills The ability to send daily paperless billing enrollment files to CAW's CIS via API, containing:21 Prepare & Deliver Bills eBills 1. All Customers including payment channel information22 Prepare & Deliver Bills eBills 2. Changes in customer profile.23 Prepare & Deliver Bills eBills 3. Delete customer.24 Prepare & Deliver Bills eBills 4. New customer.25 Prepare & Deliver Bills eBills The ability CAW to print or resend eBills. 26 Prepare & Deliver Bills eBills The ability CAW to print or resend eBills and indicate the bill is a reprint.27 Payment Services28 Payment Processing29 Process & Record Payments Functionality The ability for payment services to support the following payment methods: 30 Process & Record Payments Functionality - ACH.31 Process & Record Payments Functionality - Credit Cards.32 Process & Record Payments Functionality - Debit Cards.33 Process & Record Payments Functionality - Mobile Pay.34 Process & Record Payments Functionality - Pay by Text.35 Process & Record Payments Functionality The ability to ensure PCI and PA-DSS Version 3.2 (or latest version) compliance.36

Process & Record Payments FunctionalityThe ability to provide electronic funds services in accordance with NACHA (National Automated Clearinghouse Association) operating rules and guidelines for settlement.

37 Process & Record Payments Functionality The ability to provide electronic funds services in accordance with Federal Reserve Bank Regulation E.38 Process & Record Payments Functionality The ability to settle transactions according to merchant card processing best practices.39 Process & Record Payments Functionality The ability to support customer convenience fee model.40 Process & Record Payments Functionality The ability to support absorption fee model.41 Process & Record Payments Functionality The ability for CAW to use these payment merchants (pin and pinless): 42 Process & Record Payments Functionality - Visa.43 Process & Record Payments Functionality - MasterCard. 44 Process & Record Payments Functionality - Discover.45 Process & Record Payments Functionality - American Express.46 Process & Record Payments Functionality - Apple Pay.47 Process & Record Payments Functionality - Google Wallet.48 Process & Record Payments Functionality - Pay Pal.49 Process & Record Payments Functionality - Other.50 Process & Record Payments Functionality The ability to configure maximum high dollar payments.51 Process & Record Payments Functionality The ability to set minimum payment amount for all payment method types. 52 Process & Record Payments Functionality The ability to limit the number of payments a customer may make in one day.53 Process & Record Payments Functionality The ability to use secure email pay.54 Process & Record Payments Functionality The ability to pay via reminder call.55 Process & Record Payments Functionality The ability to scan QR code with mobile device to pre-populate customer data on website for:56 Process & Record Payments Functionality - Pay now.57 Process & Record Payments Functionality - Automatic payment enrollment.58 Process & Record Payments Functionality - Paperless billing enrollment59 Process & Record Payments Functionality The ability for CAW to have editing rights for verbiage and language displayed during payment processing.60 Process & Record Payments Functionality The ability to stop ACH/card process for cash only customers.61 Process & Record Payments Functionality The ability for NSF detection real-time during payment processing, preventing the payment from completing.62 Process & Record Payments Functionality The ability to integrate real-time payment postings with CIS via API. 63 Process & Record Payments Functionality The ability to integrate daily transaction reconciliation files with CIS via API.64 Process & Record Payments Functionality The ability to integrate settlement file into CIS via API.65 Process & Record Payments Functionality The ability to send daily notification of all charge backs prior to the account being debited.66 The ability to deposit payments and chargebacks separately (no netting of chargebacks).67

Process & Record Payments FunctionalityThe ability to provide corrected files in the event files are rejected by CAW. Files will be rejected due to unexpectedfile names, invalid batch dates within the files, and other issues.

68 Process & Record Payments Functionality The ability to provide corrected files within the same business day.69 Process & Record Payments Functionality The ability to deposit bill funds into CAW's ODI (originating depository institution) and report deposit to CAW.70

Process & Record Payments FunctionalityThe ability to assign unique merchant identification and terminal identification numbers by application, location, and other relevant characteristics of the payment.











71Process & Record Payments Functionality

The ability to utilize AVS/CVV2 for payment identification purposes (AVS - address verification service, CVV2 - card verification value)


The ability for AVS/CVV2 detection real-time during payment processing, preventing the payment from completing.


The ability to notify customer to set up autopay again with a new payment method (if not on Cash Only list) at failure.


The ability to notify customer if balance is due immediately (may not be due immediately if payment was scheduled to occur close to bill date) at failure.

75 Process & Record Payments Functionality The ability to provide alert notification via interface to CIS at failure of autopay.76

Process & Record Payments FunctionalityThe ability to alert via screenpop customer to make a one-time payment (if autopay was disabled for above reasons) at failure.

77 Process & Record Payments Functionality Describe available options to interface electronic payment files into CIS.78 Process & Record Payments Functionality The ability to send remittance files for electronic processing to update CIS:79 Process & Record Payments Functionality - CRPI (Cash Remittance Processing Interface).80 Process & Record Payments Functionality - Accompanying payment verification report (companion report).

81 Process & Record Payments Functionality - Job Log (email attachment of remittance notifications).82 Process & Record Payments Functionality - Negative payments report.83 Process & Record Payments Functionality What kiosk vendors do you interface with?84 Payment IVR85

Process & Record Payments IVR-PaymentThe ability to provide an interactive voice response (IVR) system for payments.

86Process & Record Payments IVR-Payment

The ability to support English, Spanish and other languages. Provide list of languages.


The ability for CAW to record their own messages.


The ability for all functions to be Voice-activated.


The ability for all functions to be Keypad-responsive.


The ability to maintain integration with CAW's main IVR line.


The ability for customer data to be automatically transferred from main IVR to the payment IVR.


The ability to process nightly customer information file from CIS, containing the data to be announced (shown below).


The ability to announce the following data:


- Real-time account balance.


- Amount due (inclusive of payment reversals, service charges).


- Due date.

97 - Previous payment amount98

Process & Record Payments IVR-PaymentThe ability for option to pay multiple bills within the same call.


The ability for the customer to enable or disable autopay.

100 The ability for Customer to temporarily disable autopay for one billing cycle.101 The ability for Customer to change their default payment type.102

Process & Record Payments IVR-PaymentThe ability to enable or disable paperless billing.


The ability for Customer satisfaction survey.


The ability to provide enrollment in other CAW campaigns.

105 Donation Program106

Process & Record Payments IVR-DonationsThe ability to offer customer opportunity to make a donation during the payment process.

107Process & Record Payments IVR-Donations

The ability to support a donation feature on the web portal.


The ability to support a donation feature on the IVR.


The ability to store the customer's donation amount for future payments.


The ability to schedule a recurring donation, tied to automatic payment.


The ability to offer round up option to the next $1 or other amount.


The ability for customer's to access their historical donation history separately from their bills and payments.









113 E. Management Dashboard and Reporting114 Business Intelligence Reporting The ability for vendor to provide full-service management dashboard/online system for Production environments.115 Business Intelligence Reporting The ability to provide overall reports and statistics.116 Business Intelligence Reporting The ability to provide ad-hoc reports as required by CAW.117 Business Intelligence Reporting The ability to monitor jobs and activity.118 Business Intelligence Reporting The ability to report on research jobs, customer’s and CAW's various activities.119 Business Intelligence Reporting The ability to view customer’s activity.120 Business Intelligence Reporting The ability to view customer’s account set-up.121 Business Intelligence Reporting The ability to view and modify language of notifications and alerts sent to customers.122 Business Intelligence Reporting The ability to provide EBPP enrollment reports (validation, reporting, and updates to CIS).123 Business Intelligence Reporting The ability to provide statistical usage reports from the payments IVR and Web.124 Business Intelligence Reporting The ability to generate Annual report to each customer who donated to the Donation Program.125 Business Intelligence Reporting The ability for filtering functions in report generation to limit results.126 Business Intelligence Reporting The ability to create, update, and track support cases.127 Business Intelligence Reporting The ability to set and update CAW staff access based on staff job requirements.128 Business Intelligence Reporting The ability for CAW staff to receive notifications and alerts.129 Business Intelligence Reporting The ability to reset passwords for CAW users of the management dashboard.130 F. Other Scope Areas131 Training and Meetings132 Other Scope Training/Meetings The ability for Vendor to provide training either on-site or via webinars.133 Other Scope Training/Meetings The ability for Vendor to provide on line training documentation.134 Other Scope Training/Meetings The ability for Vendor to periodically present their new solutions to CAW.135

Other Scope Training/MeetingsThe ability for Vendor to meet with CAW periodically for account reviews via phone and on-site (frequency to be determined).

136Other Scope Training/Meetings

The ability for Vendor to conduct a project kickoff meeting to review contract, deliverables, system acceptance criteria, communication, issues management, issues resolution, SLA, escalation process, etc.

137 Quality Control and Change Control138

Other Scope QC & Change Control

The ability for detailed testing and quality control methodologies, subject to the approval of CAW.

139Other Scope QC & Change

ControlThe ability for Vendor to maintain 3 environments: Production, DEV, and Test.


ControlThe ability for testing and quality control methodologies, at a minimum, to include the following:


Control1. Test messages


Control12. At least one payment per authorized payment type per payment medium (each type of credit card, IVR and web, for example).


Control13. At least one payment per business rule, including:


Controla. Cash only flag.


Controlb. Account with open shut off service order.


ControlThe ability for change control process for changes which may be required by CAW.


ControlThe ability for 24x7 technical support staff, well-defined problem reporting, and escalation procedure for the reporting and correction of problems and issues.


ControlThe ability for problem reporting process allowing the CAW’s staff members to track and provide feedback in the resolution process of a reported problem.

149 Data, Security, Disaster Recovery150 Other Scope Data, Security, DR The Vendor must have experience or the ability integrating with selected CIS.151 Other Scope Data, Security, DR The ability to support for Secure file transfer protocol (SFTP).152 Other Scope Data, Security, DR The ability to use PGP encryption of all files.153 Other Scope Data, Security, DR The ability for a detailed disaster recovery (DR) plan which details the return to operations (RTO) for CAW.154

Other Scope Data, Security, DRThe ability for a primary and back-up production facility to ensure business continuity for all services provided to CAW.

155Other Scope Data, Security, DR

The ability for the Vendor to have a business continuity plan for payment services that would maintain CAW’s service level agreement.

156 G. Customer Self-Service Portal157 CSS158 Online Customer Self-

Service General Describe how you integrate with CAW's CSS and utility website.159 Web160 Online Customer Self-

Service WebsiteThe ability to host a secure website.

161 Online Customer Self-Service Website

The ability to filter all non-Customer traffic using firewall rules.


The ability to give Customer all applicable IP addresses and ports to use in corporate firewall rules.


The ability to function on various browsers (Firefox, Safari, Chrome, Internet Explorer, etc.).


The ability to function on various devices (desktop, laptop, tablets, mobile phones, iOS, Android, etc.).










The ability for adaptive or responsive web design.


The ability for all web design to meet ADA (Americans with Disabilities Act) requirements.


The ability for payments portal to continue SSO (single sign-on) integrated navigation with the primary portal provider.


The ability to provide website navigation and click analytics.


The ability for two-way integration between CIS and the customer web portal.


The ability for the customer to search for an account using the account number.


The ability for the customer portal to display payment arrangement amount remaining and payment schedule, including due dates.


The ability for a customer to request a payment extension online.


The ability to allow the customer to print the payment agreement from the website.


The ability for the customer to cancel a payment arrangement.


The ability for customer election of due date extension by utility-configured number of days.


The ability to send notifications to customers, by their preferred communication channel, based on status of a serviceorder.


The ability to send notifications to customers based on work/service order types.


The ability to provide automated status updates to customers through the customer web portal and email.


The ability for customers to manage their alerts by type and method (i.e. mailing address, email address, text, phone call).


The ability for customers to register for alerts:


- Billing notifications.








The ability to automatically send a notification to an active customer when their credit card is about to expire within 30 days


The ability for external workflows between customer self-service and CIS to track status of customer submissions and staff approval.


The ability for the customer web portal to provide external electronic workflows to the customer.


The ability for customer to view field appointments available and request an available appointment date and time slot.


The ability for customer applications and forms to be processed electronically via the CIS Customer Self-Service web interface.


The ability for uploading of documents and historical archive by the customer to the customer web portal.


The ability to select the appropriate meter from a dropdown and display the data for accounts with multiple meters.


The ability for customer to view timestamped email history of notifications sent.


The ability for customer to view timestamped text history of notifications sent.


The ability for customers to enroll in eBilling.


The ability for customers to submit a water quality complaint.


The ability for electronic bill presentment that shows detailed line items.


The ability to show consumption data points graphically.


The ability to view readings and consumption for all meters on the customer's account.


The ability to view consumption by daily usage for a month.


The ability to view consumption by daily usage for a week.










The ability to view consumption by monthly usage for a year.


The ability to view consumption by usage between two dates as selected by the customer.


The ability to view current balance via a real-time interface to payment status showing updated payments and balances.


The ability to validate changes to customer email address with email confirmation link before acceptance into system.


The ability for a customer to update their profile.


The ability to configure the fields that a customer can update.


The ability to validate changes to customer phone numbers with text, voice code, or email verification link before acceptance into system.


The ability to validate changes to customer mailing addresses for USPS delivery point verification before acceptanceinto system.


The ability to require corroboration (e.g. photographic evidence with electronic signatures) if customers can update changes, for items that affect billing.


The ability for the customer to view on-line via the self-service portal the following:


- Account balance.


- Due date.


- Past due amount.


- Last bill date.


- Last payment amount.


- Last payment date.


- Current payment transactions not yet dispersed to accounts receivable.


- 24 Months of bill history.


- 24 Months of payment history.


- Payment type/source.


- Payment arrangement and status.


- Payment arrangement historical information.


- Adjustment history.


- Deposit history.


- Bill delivery type.


- Reading and consumption history.


- Service order status.


- Water quality issue status.


- Additional financial data shown to customer.


- Last 3 years of monthly/quarterly/bi-monthly usage in units (i.e. gallons, ccf).


- Last 3 years of monthly/quarterly/bi-monthly usage graph.


The ability for integration with AMI analytics for customer-defined leak alerts.


The ability to post deposit payment to account online via the self-service portal.


The ability for the customer to sign up for ACH.


The ability for the customer to request to be removed from ACH for one billing period.


The ability for the customer to request to be removed from ACH.










The ability for users (CSR) to log in and set up ACH information for the customer, via an Administrative portal.


The ability for a customer to enter meter readings (i.e. hydrant and master meters).


The ability for a customer to request seasonal off.


The ability for a customer to request seasonal on.


The ability to trigger a reduced turn on rate for seasonal turn on by customer.


The ability for a customer (builder) to request a new service.


The ability for the customer to set the preferred communication method (i.e. text, email, mail, phone).


The ability for the customer to set 'Do not call/contact'.


The ability for a customer to print reports from the portal.


The ability for a landlord to print a report listing all of their properties with premise information.


The ability to configure service orders that can be generated from the customer portal for CIS.


The ability to configure service orders that can be generated from the customer portal for CityWorks.

249 Administration250 Online Customer Self-

Service AdministrationThe ability for Customer Service to deactivate paperless billing on behalf of a customer.

251 Online Customer Self-Service Administration

The ability for Customer Service to remove autopay on behalf of customers.


The ability for Customer Service to remove web account access for an account.


The ability for Customer Service to opt customers out of notifications.


The ability for Customer Service to prompt a password reset.


The ability to provide audit tracking capabilities to review who and when updates were made and the ability to report off these updates


The ability for a CSR to view a customer's web session to provide assistance and direction at customer request.

257 Payments258 Online Customer Self-

Service PaymentsThe ability for web payments within portal for enrolled customers.

259 Online Customer Self-Service Payments

The ability for web payments outside portal for all customers.


The ability to support web service for CAW to query current payment activity (hourly) by account number.


The ability to establish a new payment method as a default payment method and an autopay option.


The ability to have multiple payment types for all payment options:


- ACH (autopay/recurring, scheduled/future, pay now).


- Debit and Credit Cards (autopay/recurring, scheduled/future, pay now).


The ability for one customer with multiple utility accounts to establish recurring payment types using the same payment information for each account.


The ability for one customer with multiple utility accounts to establish recurring payment types using different payment types for each account.


The ability for Customer to terminate autopay enrollment.


The ability for Customer to update autopay information, including banking and card data.


The ability for CSR to enroll a customer for autopay on behalf of customer, including input of banking and card data.


The ability for CSR to update autopay information on behalf of customer, including banking and card data.


The ability to limit whether CSR can update autopay information related to banking, card data or both.

272 Billing273 Online Customer Self-

Service BillingThe ability for online bill presentment (eBill/e-insert).

274 Online Customer Self-Service Billing

The ability for Customer to view and save a PDF version of the bill.










The ability for Customer to opt-in to email/text/phone/other communications from CAW.


The vendor is required to follow all opt-out laws.


The ability for Customer to activate and deactivate requests for paperless billing.


The ability for Customer to view actual PDF bill copy on the website without requiring the bill to be viewed in a separate window.

279 Communications280 Online Customer Self-

Service CommunicationsThe ability for all communication from the portal to be sent to a centralized CAW inbox.

281 Online Customer Self-Service Communications

The ability for at a minimum, the message contains the customer's pre-populated name and account number.


The ability for Customer to instant message with a CAW customer service representative (online chat).


The ability to store the transcript of the chat and make available to the Customer for viewing and printing.


The ability to keep the transcript of the chat in an archive for any future CAW research needs.


The ability for CAW to publish special messaging on the portal for customers:


- Past due bill/amount.


- Marketing messages for conservation and other scenarios.


- Configurable for customer class, and billing entities.


The ability for the alert to provide a method of updating or replacing the expiring card.


The ability for a variety of billing and payment notifications and reminders to be selected by customer:


- When a new document (message) arrives, notify customer via text, email, phone.


- When online payments are made, notify customer via text, email, phone.


- When online payments are cancelled, notify customer via text, email, phone.


- When online payments are rejected, notify customer via text, email, phone.


- When recurring payments are scheduled, notify customer via text, email, phone.


- When recurring payments are aborted, notify customer via text, email, phone.


- When recurring payments are approved, notify customer via text, email, phone.


- When recurring payment profile expires, notify customer via text, email, phone.


- Customer can set reminder for number of days before bill is due.


The ability to handle multiple message types in a given day.


The ability for CAW to be able to view, re-send, and forward notifications emails/texts originally sent to customer.


The vendor provides undeliverable electronic communication process for returned emails.


The vendor provides undeliverable electronic communication process for returned SMS texts.


The vendor provides undeliverable electronic communication process for invalid phone numbers.


The vendor provides undeliverable electronic communication process for invalid email addresses.


The ability for customers to report problems, then provide resolution, and escalation.


The ability to link to customer satisfaction survey.


The ability to maintain 36 months of customer satisfaction data.


The ability to provide customer satisfaction data to CAW in an agreed-upon format.

310 Account Management311 Online Customer Self-

ServiceAccount Management

The ability for customer to update mailing address.










Account Management

The ability for customer to update email addresses.


Account Management

The ability for customer to update phone numbers.


Account Management

The ability for customer to add multiple accounts to their profile.


Account Management

The ability to show bill calculation details for specific customer classes (i.e. fire service, cross-connect, industrial, etc.).


Account Management

The ability to provide updated CSS email addresses, phone numbers, etc. from CIS account data.


Account Management

The ability to update CIS email addresses, phone numbers, etc. from CSS account data.


Account Management

The ability to display reminder of the minimum payment and date to prevent a shutoff.


Account Management

The ability to maintain Customer CSS account information (including stored payment and utility account information) during move in / move out process.

320 Utility Service Requests 321 Online Customer Self-

ServiceUtility Service Requests

The ability for customer to create service requests online.


Utility Service Requests

The ability for customer to submit move-out request online.



The ability for a non-customer to submit a move-in request online.



The ability for Move-in workflow to take the "new" or "non" customer through various steps that include setting the move-in date, gathering customer information, enrolling for paperless billing, enrolling for automatic payments, etc.

325 Technical326 Online Customer Self-

ServiceTechnical Requirement

The ability for the Customer to log in with determined credentials.


Technical Requirement

The ability to use CAPTCHA verification at login.



The ability to pass customer authentication / credentials from online self-service to payment provider site.



The ability to store customer passwords/Personal Identification Number/pass phrase that will be utilized by CSRs to validate customer identity.



The ability for online customer self-service portal to provide an identity management system that allows customers to establish and update username and passwords.



The ability to initially register an account. Two pieces of billing information are required, in addition to an email address and password.



Describe your customer validation requirements.



The ability to encourage the use of strong passwords:



1. Use a "password meter" showing how strong a password is.



2. Do not allow passwords to be repeated.



3. Display an error message for immediate feedback on password use.



The ability for automated process to change email and password including sending a link to the customer's email address.



The ability for the customer to be kept logged in to the website after a password is reset.



The ability for FAQs, including help logging in.



The ability for the website to show all accounts assigned to the login including the current balances of each account on the initial page after a successful login.



The ability for a Customer to authorize access to a specific account by another user.



The ability to provide a logged in user to remove accounts to be managed.



The ability for automated process to cancel account management web access.

344 Mobile Customer Self Service Application 345 Online Customer Self-

Service Mobile CSSThe ability to use Android mobile application for customers to log in and perform functionality.

346 Online Customer Self-Service Mobile CSS

The ability to use iPhone mobile application for customers to log in and perform functionality.


The ability to use Microsoft Windows 10 mobile application for customers to log in and perform functionality.










The ability for the mobile application to display:


- All registered accounts upon login.


- The address and balance upon selection of the account.


- The read by day for each week.


- 12 months of payment history.


- 12 months of bill history.


- A PDF bill image.


The ability to select the appropriate meter from a dropdown and display that data for accounts with multiple meters.


The ability for the mobile application to:


- Have a profile menu that displays the user ID, phone number, and email registered to the account.


- Have a notification menu that allows leak notifications to be turned on.


- Have a profile menu that allows paperless billing to be set on.


- Have an alert history that displays the timestamp of alerts sent for bills.


- Have an alert history that displays the timestamp of alerts sent for leaks.


- Have an email history with timestamp.


- To log out upon set period of inactivity.


- To require log in with account credentials.


- To allow customer to make payments that are seamlessly routed to the payment provider.


- To enable CAPTCHA for routing to the payment provider.


The ability for customer to:


- Make payments.


- Submit service requests.


- Request an extension.


- View consumption history and graph.


ATTACHMENT D – THIRD PARTY BILL PRINT REQUIREMENTS - OPTIONAL

CONTRACT:



ATTACHMENT D - THIRD-PARTY BILL PRINT REQUIREMENTSCENTRAL ARKANSAS WATER


REQ #Functional Area Process

Functionality or Characteristic Feature Score Core or Non-core Name of System or Module that Provides this Functionality

Version of System or Module Included in the proposed price (Y/N) Comments

1 Print and Mail2 Bill Print and Mail 3 Prepare & Deliver Bills Bill Print The ability to receive billing data files from CAW CIS for the following data types:4 Prepare & Deliver Bills Bill Print - Bill Extract file – CIS Bill Extract File.5 Prepare & Deliver Bills Bill Print - History file – Consumption History data for each account.6 Prepare & Deliver Bills Bill Print - Parameter file – Logic, Rules, Messages & Language to print on bills.7 Prepare & Deliver Bills Bill Print - Special/message file – Indicators and Messages.8 Prepare & Deliver Bills Bill Print The ability to transfer file via STMP or other secure communication.9 Prepare & Deliver Bills Bill Print The ability to process data per CAW's CIS output format.10 Prepare & Deliver Bills Bill Print The ability to create and export bills in the following file types: 11 Prepare & Deliver Bills Bill Print - PDF.12 Prepare & Deliver Bills Bill Print - XML.13 Prepare & Deliver Bills Bill Print - CSV.14 Prepare & Deliver Bills Bill Print - ASCII.15 Prepare & Deliver Bills Bill Print - TXT.16 Prepare & Deliver Bills Bill Print - Other.17

Prepare & Deliver Bills Bill Print The EBPP vendor must have experience working with water utilities (e.g. water, sewer, sanitation, stormwater, electric).

18 Prepare & Deliver Bills Bill Print The ability to associate customer types with bill templates.19

Prepare & Deliver Bills Bill Print The ability to configure changes to the data elements or format of the data feed files (due to CAW needs or CIS updates).

20Prepare & Deliver Bills Bill Print The ability to create a PDF image of the actual bill (as sent/presented to the customer), including both front and bac

and send back to CAW CIS.21 Prepare & Deliver Bills Bill Print The ability to create a HTML image of the Bill for display in the Customer Web Portal and in CAW CIS.22 Prepare & Deliver Bills Bill Print The ability to support multiple interfaces with CAW CIS.23 Prepare & Deliver Bills Bill Print The ability to apply programming logic to calculate data from various data feed files.24 Prepare & Deliver Bills Bill Print The ability to generate graphs based on values provided in data files. 25 Prepare & Deliver Bills Bill Print The ability to perform calculations and print results on the bill.26 Prepare & Deliver Bills Bill Print The ability to process codes in data feed files to define the bill attributes:27 Prepare & Deliver Bills Bill Print - Print data.28 Prepare & Deliver Bills Bill Print - Print calculated totals.29 Prepare & Deliver Bills Bill Print - Print graphs.30 Prepare & Deliver Bills Bill Print - Print dynamic messages.31 Prepare & Deliver Bills Bill Print - Print formatting.32 Prepare & Deliver Bills Bill Print The ability to, on the same day that data feed files are received:33 Prepare & Deliver Bills Bill Print - Process and generate bills.34 Prepare & Deliver Bills Bill Print - Print bills.35 Prepare & Deliver Bills Bill Print - Distribute bills.36 Prepare & Deliver Bills Bill Print - Archive bills.37 Prepare & Deliver Bills Bill Print - Display sampling (PDF's) from job for CAW to review (quantity to be determined by CAW).38

Prepare & Deliver Bills Bill Print The ability to receive file and process file 24/7 to meet CAW business needs and file generation outside of production use hours.

39 Prepare & Deliver Bills Bill Print The ability to automatically begin processing jobs upon receipt of files. 40 Prepare & Deliver Bills Bill Print The ability to stuff and mail bills on the same day as the file is received. 41 Prepare & Deliver Bills Bill Print The ability to stuff and mail bills on the day following receipt of the file.42 Prepare & Deliver Bills Bill Print The ability to notify CAW IS support of any data transfer issues.43

Prepare & Deliver Bills Bill Print The ability to perform a verification process to identify issues with the data file (e.g. Confirm cycle, number of bills, number of customers, number of accounts, total billed balance.).

44 Prepare & Deliver Bills Bill Print The ability to perform process to check for duplicate files.45 Prepare & Deliver Bills Bill Print The ability to process multiple file transmission interactions on a daily basis.46 Prepare & Deliver Bills Bill Print The ability to process on holidays and weekends with mailing occurring the first business day thereafter.47 Prepare & Deliver Bills Bill Print The ability to identify exception "suspect" or "duplicate" bills with CAW-provided parameters.48 Prepare & Deliver Bills Bill Print The ability to isolate exception bills for further CAW disposition.49 Prepare & Deliver Bills Bill Print The ability to process and generate multiple bill formats, based on account attributes.50 Prepare & Deliver Bills Bill Print The ability for a flexible bill print design by alternate languages bill formats. 51 Prepare & Deliver Bills Bill Print The ability for a flexible bill print design by bill type - (i.e. final, Cancel / Rebill, cycle bill.).52 Prepare & Deliver Bills Bill Print The ability to identify bills, notices and letters as being "printed", "sent electronically" or "both".53 Prepare & Deliver Bills Bill Print The ability to process and generate bills in different languages (i.e. one language per bill).54 Prepare & Deliver Bills Bill Print The ability to provide multiple fonts and font sizes within a bill.55 Prepare & Deliver Bills Bill Print The ability to print on 8 1/2 in. X 11 in. paper stock.56 Prepare & Deliver Bills Bill Print The ability to print on 8 1/2 in. X 14 in. paper stock.57 Prepare & Deliver Bills Bill Print The ability to print bill on a single sheet of paper, front and back.58 Prepare & Deliver Bills Bill Print The ability to print multi-page bills.59 Prepare & Deliver Bills Bill Print The ability to process bills to arrive in the file as co-mingled single and multi pages.60 Prepare & Deliver Bills Bill Print The ability to print bills, notices and letters in black and white.61 Prepare & Deliver Bills Bill Print The ability to print bills, notices and letters in multiple colors.62 Prepare & Deliver Bills Bill Print The ability to print bills, notices and letters in multiple colors and black & white.63 Prepare & Deliver Bills Bill Print The ability to print in large text.64 Prepare & Deliver Bills Bill Print The ability to provide simplex (one-sided) printing.65 Prepare & Deliver Bills Bill Print The ability to provide duplex (two-sided) printing.66 Prepare & Deliver Bills Bill Print The ability to print on bill stock with perforated bill stub/coupon.67 Prepare & Deliver Bills Bill Print The ability to print on pre-printed stock forms.68 Prepare & Deliver Bills Bill Print The ability to specify margin start and stopping positions.69 Prepare & Deliver Bills Bill Print The ability to print on roll-fed paper (dynamic printing).70 Prepare & Deliver Bills Bill Print The ability to format and print two-dimensional barcodes.71

Prepare & Deliver Bills Bill Print The ability to format and print OCR (optical character recognition) scan lines for high speed remittance processing.

72 Prepare & Deliver Bills Bill Print The ability to configure the OCR line.73 Prepare & Deliver Bills Bill Print The ability to configure and include a check digit on an OCR line.74 Prepare & Deliver Bills Bill Print The ability to send duplicate bills to one or more authorized persons associated on the account.75 Prepare & Deliver Bills Bill Print The ability to produce a duplicate bill and indicate the bill is a duplicate.76 Prepare & Deliver Bills Bill Print The ability to reprint a bill.77 Prepare & Deliver Bills Bill Print The ability to reprint a bill and indicate the bill is a reprint.78 Prepare & Deliver Bills Bill Print The ability to display a line for each charge or fee on the bill.79 Prepare & Deliver Bills Bill Print The ability to combine charges on the bill.80 Prepare & Deliver Bills Bill Print The ability to display taxes separately for each service type on the bill.81

Prepare & Deliver Bills Bill Print The ability to print the bill in a different color or on different color paper based on CAW supplied parameters.

Instructions: For each Requirement, fill in the requested information for: Feature Score; Core or Non-Core, Name of System or Module that Provides this Functionality; Version of the System or Module; Included in the Proposed Price; and Comments. In the Comments column, give a narrative response to the functional requirement and how it is met.










82 Prepare & Deliver Bills Bill Print The ability to include daily average usage on the bill.83 Prepare & Deliver Bills Bill Print The ability to include daily average charges on the bill.84 Prepare & Deliver Bills Bill Print The ability to include the terms of the payment agreement in the bill print. 85

Prepare & Deliver Bills Bill Print The ability to include the amount the customer owes (balance + Late payment fee for the most current bill) if they do not pay by a certain date on the bill.

86 Prepare & Deliver Bills Bill Print The ability to include a indicator in the bill export file to omit the return envelope if the customer has a credit.87

Prepare & Deliver Bills Bill Print The ability to include a indicator in the bill export file to omit the return envelope if the customer is on EFT/ACH.

88 Prepare & Deliver Bills Bill Print The ability to include an indicator in the export file to send eBills to the customer instead of the paper.89 Prepare & Deliver Bills Bill Print The ability to include an indicator in the export file to send eBill and a paper bill to the customer. 90 Prepare & Deliver Bills Bill Print The ability to interface with barcoding software containing special fonts to process and print:91 Prepare & Deliver Bills Bill Print - IMB (intelligent mail barcode).92 Prepare & Deliver Bills Bill Print - Scan line Remittance coupon with OCR A Font.93 Prepare & Deliver Bills Bill Print - 2D barcode.94

Prepare & Deliver Bills Bill Print - QR (quick response) code that can be scanned by a mobile device and used to pre-populate customer information a website for billing and payment.

95 Prepare & Deliver Bills Bill Print - Other bill formatting specifications, including computing check digits.96 Prepare & Deliver Bills Bill Print The ability to use multiple bar codes on front and back of bills, letters and notices.97 Prepare & Deliver Bills Bill Print The ability to print on bill stub/coupon scan line to meet existing specs used by the remittance processor.98

Prepare & Deliver Bills Bill PrintThe ability to print on equipment that does not print with magnetic ink. Requirement that billing statements are not to be printed on equipment that runs documents with magnetic ink signatures to avoid traces appearing on the billing statements that impact remittance processing.

99 Prepare & Deliver Bills Bill Print The ability to coordinate changes in bill stub/coupon with the remittance processor.100 Prepare & Deliver Bills Bill Print The ability to mail via USPS (United States Postal Service) First Class mail.101 Prepare & Deliver Bills Bill Print The ability to address and barcoding must fit in envelope window per USPS guidelines.102 Prepare & Deliver Bills Bill Print The ability to obtain maximum postage discounts through USPS.103 Prepare & Deliver Bills Bill Print The ability to utilize NCOA (national change of address) software.104 Prepare & Deliver Bills Bill Print The ability to provide NCOA corrections to CAW for input into CIS.105 Prepare & Deliver Bills Bill Print The ability to utilize CASS (coding accuracy support system) certified software.106 Prepare & Deliver Bills Bill Print The ability to provide CASS corrections to CAW for input into CIS.107 Prepare & Deliver Bills Bill Print The ability to edit mailing addresses for optimal USPS postage rate.108 Prepare & Deliver Bills Bill Print The ability to provide USPS tracking for mail delivery information.109 Prepare & Deliver Bills Bill Print The ability to provide USPS tracking for inbound mail information.110 Prepare & Deliver Bills Bill Print The ability to mail to foreign addresses.111 Prepare & Deliver Bills Bill Print The ability to provide a Central Arkansas (i.e. Little Rock, North Little Rock) postmark on mailings.112 Prepare & Deliver Bills Bill Print The ability to review a flagged bill before release. 113 Prepare & Deliver Bills Bill Print The ability to pull a bill ad-hoc prior to vendor cut-off. 114 Prepare & Deliver Bills Bill Print The ability to have a mail pre-sort and sorting process that will maximize USPS postal discounts.115

Prepare & Deliver Bills Bill Print The ability to co-mingle accounts to maximize USPS automation discounts for all correspondence types bills, notices, letters.

116 Prepare & Deliver Bills Bill Print The ability to support bill print redesign upon CAW's request.117 Other Print and Mail (Letters, Notices, Inserts)118 Prepare & Deliver Bills Bill Print The ability to make minor changes to the bill print format within 2 days of approved notice-to-proceed.119 Prepare & Deliver Bills Bill Print The ability to make major changes to the bill print format within 2 days of approved notice-to-proceed.120 Prepare & Deliver Bills Bill Print The ability to process letters as “print ready.”121 Prepare & Deliver Bills Bill Print The ability to process Letters and Notices in different languages.122 Prepare & Deliver Bills Bill Print Print letters123 Prepare & Deliver Bills Bill Print - Leak Letters124 Prepare & Deliver Bills Bill Print - Welcome Letters125 Prepare & Deliver Bills Bill Print - Maintenance Letters126 Prepare & Deliver Bills Bill Print - Auto Pay Applications127 Prepare & Deliver Bills Bill Print - Others - See Letters/Notices Appendix128 Prepare & Deliver Bills Bill Print Print Notices129 Prepare & Deliver Bills Bill Print - Disconnect130 Prepare & Deliver Bills Bill Print - Reminder131 Prepare & Deliver Bills Bill Print - Pre-shut off132 Prepare & Deliver Bills Bill Print - Urgent133 Prepare & Deliver Bills Bill Print - Lock134 Prepare & Deliver Bills Bill Print - Return Check135 Prepare & Deliver Bills Bill Print - Others - See Letters/Notices Appendix136 Prepare & Deliver Bills Bill Print The ability to easily edit headers and footers on letters.137 Prepare & Deliver Bills Bill Print The ability to print inserts.138 Prepare & Deliver Bills Bill Print The ability to include CAW provided inserts.139 Prepare & Deliver Bills Bill Print The ability to receive a file with indicators which determine the inserts that are included with each bill.140 Prepare & Deliver Bills Bill Print The ability to include at least 5 inserts with a bill.141 Prepare & Deliver Bills Bill Print The ability to insert marketing inserts using rules/specific bill criteria assigned in campaign setup.142 Prepare & Deliver Bills Bill Print The ability to distribute special handling inserts using specific criteria and CAW defined start and end dates.143 Prepare & Deliver Bills Bill Print The ability to print inserts on a selective basis as determined by the bill print file provided by CAW.144 Prepare & Deliver Bills Bill Print The ability to print inserts based upon the date of the bill.145 Prepare & Deliver Bills Bill Print The ability to print messages on return envelope stock.146 Prepare & Deliver Bills Bill Print The ability to accommodate customizable envelopes with occasional messaging.147

Prepare & Deliver Bills Bill Print The ability to group multiple bills in one envelope by matching the same name and mailing address (group billing).

148Prepare & Deliver Bills Bill Print The ability to print a invoice (consolidated bill) which contains a summary page and following pages for each

account's billing charges for a customer that has invoice (consolidated billing).149 Prepare & Deliver Bills Bill Print The ability to insert return envelope.150

Prepare & Deliver Bills Bill Print The ability to not insert a return envelope for flagged customers (multiple business rules: i.e. ACH, Credit Balance, and re-occurring credit card).

151 Print Stock Inventory152 Prepare & Deliver Bills Print Stock The ability to have perforated bills.153 Prepare & Deliver Bills Print Stock The ability to have perforated notices.154 Prepare & Deliver Bills Print Stock The ability to receive inserts from CAW specified print vendor.155 Prepare & Deliver Bills Print Stock The ability to maintain print stock inventory.156 Prepare & Deliver Bills Print Stock The ability to manage print stock inventory levels.157 Prepare & Deliver Bills Print Stock The ability to reorder inventory levels.158 Prepare & Deliver Bills Print Stock The ability to inform CAW when stock levels have reached reorder point for approval.159 Prepare & Deliver Bills Print Stock The ability to return inserts and other inventory to CAW as requested.160 Prepare & Deliver Bills Print Stock The ability to recycle inserts and other inventory.









161 Prepare & Deliver Bills Print Stock The ability to single fold.162 Prepare & Deliver Bills Print Stock The ability to tri-fold (C, Z, and window fold configurations).163 Prepare & Deliver Bills Print Stock The ability to print all required information on print stock (i.e. addresses, barcodes, etc.).164 Archival165

Prepare & Deliver Bills Archival The ability for bill print / eBill images to be archived for a minimum of three years. Provide cost beyond three years.

166 Prepare & Deliver Bills Archival The ability to archive bills identical to bill distributed to customer.167 Prepare & Deliver Bills Archival The ability to retrieve archived bills for viewing, printing, emailing (outside of paperless billing process).168 Prepare & Deliver Bills Archival The ability to retrieve archived bills through the following channels:169 Prepare & Deliver Bills Archival - Via CIS for CSR’s and consultants (bill pop).170 Prepare & Deliver Bills Archival - Via CAW’s web portal.171 Prepare & Deliver Bills Archival - Via other access.172 Return Mail Processing173 Manage Customer Account

Data Return Mail Mgt. The ability to process return mail.

174 Manage Customer Account Data Return Mail Mgt. The ability for CAW to receive and process all return mail (if required)

175 Manage Customer Account Data Return Mail Mgt. The ability to scan barcode and extract account information.

176 Manage Customer Account Data Return Mail Mgt. The ability to search for deceased, address, and phone information.

177 Manage Customer Account Data Return Mail Mgt. The ability to shred original documents.

178 Manage Customer Account Data Return Mail Mgt. The ability to provide results within 14 business days. Vendor to provide SLA.

179 Manage Customer Account Data Return Mail Mgt. The ability to provide file with results including:

180 Manage Customer Account Data Return Mail Mgt. - Identification of each mail item.

181 Manage Customer Account Data Return Mail Mgt. - USPS reason codes.

182 Manage Customer Account Data Return Mail Mgt. - Other return information as found.

183 Other Scope Areas184 Training and Meetings185 Other Scope Training/Meetings The ability for Vendor to periodically present their new solutions to CAW.186

Other Scope Training/Meetings The ability for Vendor to meet with CAW periodically for account reviews via phone and on-site (frequency to be determined).

187Other Scope Training/Meetings The ability for Vendor to conduct a project kickoff meeting to review contract, deliverables, system acceptance

criteria, communication, issues management, issues resolution, SLA, escalation process, etc.188 Quality Control and Change Control189

Other Scope QC & Change Control The ability for detailed testing and quality control methodologies, subject to the approval of CAW.


Control The ability for Vendor to maintain 3 environments: Production, DEV, and Test.


Control The ability for testing and quality control methodologies, at a minimum, to include the following:


Control 1. Test messages


Control 2. Reconciliation/controls of number of pieces processed


Control 3. Reconciliation/controls of number of pieces mailed


Control 4. Postage meter audits


Control 5. Production log web sites and data (i.e., online tracking of production control)


Control 6. Automated emails for process confirmation


Control 7. Receipt of files


Control 8. Automatic file processing


Control 9. Image printing


Control 10. Mailing, if required by CAW


Control 11. Automatic electronic image creation and available for CAW viewing


Control The ability for change control process for changes which may be required by CAW.


ControlThe ability for 24x7 technical support staff, well-defined problem reporting, and escalation procedure for the reporting and correction of problems and issues.


ControlThe ability for problem reporting process allowing the CAW’s staff members to track and provide feedback in the resolution process of a reported problem.

206 Data, Security, Disaster Recovery207 Other Scope Data, Security, DR The Vendor must have experience or the ability integrating with selected CIS.208 Other Scope Data, Security, DR The ability to support for Secure file transfer protocol (SFTP).209 Other Scope Data, Security, DR The ability to use PGP encryption of all files.210 Other Scope Data, Security, DR The ability for a detailed disaster recovery (DR) plan which details the return to operations (RTO) for CAW.211

Other Scope Data, Security, DR The ability for a primary and back-up production facility to ensure business continuity for all services provided to CAW.

212Other Scope Data, Security, DR The ability for the Vendor to have a business continuity plan for bill generation, archival, print/insertion,

distribution and payment services that would maintain CAW’s service level agreement.213 Management Dashboard and Reporting214 Business Intelligence Reporting The ability to provide overall reports and statistics.215 Business Intelligence Reporting The ability to monitor jobs and activity.









216 Business Intelligence Reporting The ability to report on research jobs, specific bills or letters, customer’s and CAW's various activities.217 Business Intelligence Reporting The ability for progress/status of all phases for each job.218 Business Intelligence Reporting The ability to provide USPS Tracking reports.219 Business Intelligence Reporting The ability to provide print stock inventory levels.220 Business Intelligence Reporting The ability for USPS Postage Statement - First Class Mail and First Class Package Service.221 Business Intelligence Reporting The ability to provide address error reporting with error code and account/address info for each issue.222 Business Intelligence Reporting The ability for CASS and other change of address reports and corrections.223 Business Intelligence Reporting The ability for COA/Nixie report (USPS undeliverable mail).224 Business Intelligence Reporting The ability for Production reports for job with details required by CAW (custom).225

Business Intelligence Reporting The ability for Job Log showing data for items processed, quantities, and dollar amounts (Specific CAW requirements for report).

226 Business Intelligence Reporting The ability to target results per job for specific time period.227 Business Intelligence Reporting The ability to reset passwords for CAW users of the management dashboard.


ATTACHMENT E – MOBILE WORK FORCE MANAGEMENT REQUIREMENTS - OPTIONAL

CONTRACT:



ATTACHMENT E - MOBILE WORK FORCE MANAGEMENT SYSTEM FUNCTIONAL REQUIREMENTSCENTRAL ARKANSAS WATER


REQ # Functional Area Process Functionality or Characteristic Feature Score Core or Non-core Name of System or Module that Provides

this Functionality

Version of System or Module Included in the proposed price (Y/N)

Comments

1 Mobile Work Force/Field services - Service Order Management

2 Real-Time Status Update3 Mobile Work Force


Real-time Status Update The ability for CSFR to create a service order in the field and assign to appropriate department / crew.

4 Mobile Work Force Management, Field Services

Real-time Status Update The ability to automatically initiate a notification if any opeservice orders already exist for the same premise and service.


Real-time Status Update The ability for managers to receive notifications for service order creation in field.


Real-time Status Update The ability to operate in 'offline' mode for the mobile unit.


Real-time Status Update The ability for dispatch to view CSFR status (e.g. offline, online).


Real-time Status Update The ability for automatic bidirectional sync after reconnection from offline mode.


Real-time Status Update The ability to track the locations of crews and vehicles based on data available from an ESRI REST point.


Real-time Status Update The ability to capture time that CSFR arrives on the job site and departs from job site after completion (via status change or other functionality).


Real-time Status Update The ability for CIS to know CSFR has received order and has appropriately record statuses.


Real-time Status Update The ability to inquire as to which CSFR is assigned the service order.


Real-time Status Update The ability for integration with CIS for service orders, and other data (see Interfaces).


Real-time Status Update The ability for real-time updating of service orders when payments are made that would affect the status of open service orders.


Real-time Status Update The ability to view status of service orders.


Real-time Status Update The ability to update in real-time when a service order is created.


Real-time Status Update The ability to update in real-time when a service order is completed.

Instructions: For each Requirement, fill-in the requested information for: Feature Score; Name of System or Module that Provides this Functionality; Version of the System or Module; Included in the Proposed Price; and Comments. In the Comments column, give a narrative response to the functional requirement and how it is met. Feature Scoring Criteria: 10=Available Out of the Box, 7=Requires Configuration, 3=Requires Customization, 0=Not Answered or Not Available





this Functionality


Comments



Real-time Status Update The ability to update in real-time when a service order is reassigned to other work groups.


Real-time Status Update The ability to automatically notify field personnel of an amended order in real-time.


Real-time Status Update The ability to automatically update the external system with changes to orders in real time.


Real-time Status Update The ability to automatically notify field personnel of service orders that have been re-assigned to them in real-time.

22 Mapping Location Services23 Mobile Work Force


Mapping Location Services The ability to integrate with ESRI GIS (see interface descriptions).


Mapping Location Services The ability to query map layer attribute data (e.g. meter layer, meter attributes).


Mapping Location Services The ability to turn on and off layers of information.


Mapping Location Services The ability to provide a viewer for maps in the vehicles to show GIS-related attributes (i.e. pipes, taps, meters, etc.).


Mapping Location Services The ability for red-lining on GIS map.


Mapping Location Services The ability for GPS Navigation (routing).


Mapping Location Services The ability to integrate with other map services (ESRI, Google Maps, etc.) for optimized traffic/route navigation.


Mapping Location Services The ability to select multiple records from the map.


Mapping Location Services The ability to integrate with tracking AVL (automatic vehicle location).


Mapping Location Services The ability to collect GPS coordinates from a work site.


Mapping Location Services The ability for addresses entered into the system, as a worksite, customer location, resource start and end locationor work-in-progress, to be automatically "pinned" on a map.





this Functionality


Comments



Mapping Location Services The ability to click on an address point on the map and viewAccount Information.


Mapping Location Services The ability to click on an address point on the map and viewBilling Information.

36 Prioritization, Scheduling, Grouping, and Dispatch37 Mobile Work Force



The ability to have configurable personel assignment; optimized by:



- Area.



- Work type.



- Skill-based routing.



- CSFR availability.



- Priority.



- Due date.



- Account collections.



- Amount due.



- Any combination of the above.



The ability to automatically assign the closest CSFR by proximity parameters of the location for work.



The ability to automatically assign the CSFR based on skill set based on configurable business rules.


Service Order Completion and Validation

The ability for CSFR to organize service order queue by customer.





this Functionality


Comments




The ability for CSFR to organize service order queue by premise.



The ability for CSFR to organize service order queue by priority



The ability to assign / reassign work on-the-fly, including changing multiple service order statuses simultaneously.



The ability to send reminders to customer before an appointment by:



- Email.



- Text.



- IVR - Robocall.



- Telephone call.



The ability to send notifications to customers when the field tech is on their way by:



- Email.



- Text.



- IVR - Robocall.



The ability to have dashboard functionality for managers, including schedule from calendar view.



The ability for supervisors to lock appointment calendars.



The ability to restrict the scheduling of orders based on limits and a calendar that takes into consideration holidays, weekends with manual override.





this Functionality


Comments




The ability to automate rescheduling of work (in event, for example, of inclement weather or other external factors).



The ability to have automated means of reassigning work to different resources.



The ability to have service orders updated to a higher priority as service order approaches due date.



The ability to feed service orders (drip feed) to field servicers.



The ability to have a push notification when new service order appears.



The ability to have a push notification when a service order is canceled.



The ability to merge or group multiple service orders for specific business scenarios.



The ability to query and review all orders that were not started or completed by a certain time.



The ability to validate that the date can only be scheduled within a user-defined date range (future and past dates).



The ability to provide orders that are not required to be associated with a premise and can be pointed to intersections, parcels, specific locations, etc.



The ability to allow work to be stored, until it can be scheduled with a resource that is working within the area, or when a resource is available.



The ability to provide priority work scheduling based on current workload and availability of resources.



The ability to lock-out certain service orders for a specific period of time (with override).



The ability to set a maximum number of a specific type of service order that can be scheduled each day.



The ability to restrict the number of activities that can take place by service order type.





this Functionality


Comments




The ability to employ user-defined, estimated job times depending on the service order type.



The ability to employ user-defined, estimated drive times (reasonable expectations) for each geographic area.



The ability to automatically update the estimated drive times and job completion times, based on rolling averages, type of vehicle, service personnel assigned to the job, etc.



The ability to calculate estimated, time of arrival-based drive times of all assigned orders.



The ability to provide analytical tools to determine the estimated completion time per service order.



The ability for utility to set duration parameters for each service order type according to the type of work assigned (complex jobs are afforded longer completion parameters than simple jobs).



The ability to provide analytical tools to reset work time ancalendar scheduling based on estimated completion time.



The ability for work scheduled for a work group to be constrained by the system based on a utility-entered listing of personnel available on the scheduled day.



The ability for the supervisor to override maximum appointments.



The ability to automatically notify the utility that the workload needs to be leveled between field personnel in same geographic area, service center, etc.



The ability to automatically re-sequence orders to achieve all specified customer appointments or time-window commitments and break time allowances.



The ability to allow for manual modifications or adjustments of sequenced orders.



The ability to reroute remaining work following the insertion of an emergency or same day order.



The ability to suggest alternative appointment times, dates, and resources necessary to accomplish the task to the CSR.





this Functionality


Comments




Dependent on the Service/Work Order Type, the ability to set appointments up by:



- Day.



- AM, PM.



- Hourly basis.



The ability for dispatcher to search for a specific order by order attribute, type, location, etc.



The ability for dispatcher to adjust and balance work amongfield personnel via drag-and-drop technology.



The ability for dispatcher to recall orders from specific field personnel or work teams.



The ability for dispatcher to hold specific orders, such as orders that cannot be completed today, but that should be worked in the near future.



The ability for dispatcher to add notes or comments to orders before they are dispatched in the field.



The ability for dispatcher to attach notes or comments to completed service orders.



The ability for dispatcher to send and receive chat-type messages to and from the field personnel.



The ability for dispatcher to send and receive email-type messages to and from the field personnel.



The ability for CSFR to communicate safety related concerns to dispatcher.



The ability to notify dispatcher of "problem" work, work in danger of not meeting the schedule, etc.



The ability for supervisor to view the completion data on selected orders for accuracy and completeness.





this Functionality


Comments




The ability to notify dispatcher if field personnel fails to acknowledge receipt of an emergency order in a defined time.



The ability to warn dispatcher of emergency orders that are in danger of not meeting user-defined response requirements.



The ability to assign individuals to a work group.



The ability to associate a work group with specific types of work.



The ability to present scheduling availability by type of work selected.



The ability to assign service orders by zone.



The ability to auto-schedule service orders based on their priority.



The ability to consider other active orders that have been generated for the same location when auto-scheduling a service order.

117 Administration118 Mobile Work Force


Administration The ability to support mobile devices; Apple, Android, Panasonic, Windows, etc.


Administration The ability to support workflow with service orders.


Administration The ability to attach files to service orders.


Administration The ability for photos taken while a service order is being completed to be automatically associated with the service order (no need to drag and drop or attach the photo).


Administration The ability to send notifications with service order attachments (e.g. pictures) directly from the mobile device.


Administration The ability for real time update (or link to) employee skills / license (e.g. revoked driver's license, expired backflow inspection certification).


Administration The ability to prevent assignment of work to specific inspectors or authorized contractors, based on configurable business rules (lapsed credentials, etc.).





this Functionality


Comments



Administration The ability to configure that some work orders types are to be reviewed and assigned by a designated user.


Administration The ability to have authorization levels within the software (restricted access).


Administration The ability to integrate with system for mass emergency notifications (text, calls regarding unsafe working conditions, etc.).


Administration The ability to create a service order from another service order.


Administration The ability to validate meters from inventory upon installation.


Administration The ability to have scalable screen sizes to varying device screens.


Administration The ability to support zoom-in / out feature on navigable screens.


Administration The ability to have pre-defined work order statuses.


Administration The ability to provide for online, real-time dashboards that assist with:


Administration - Operations expense management.


Administration - Intelligent routing.


Administration - AVLS.


Administration - Resource management.


Administration - Scheduling.





this Functionality


Comments



Administration The ability to allow for phase-in functionality:


Administration - Orders for some field personnel.


Administration - Some order types are transmitted to mobile data terminals.


Administration The ability to allow for user-defined field names and configurable labeling on both the dispatch application and the mobile application.


Administration The ability to provide time-stamping of transactions in transaction logs.


Administration The ability to allow for the addition of user-defined fields, without programming intervention, to store and report data.


Administration The ability to provide data-encryption (256-bit minimum), using SSL or similar method, during real-time communication.


Administration The ability for field personnel to change log-in passwords.


Administration The ability for field personnel to retrieve forgotten passwords.


Administration The ability for administrator to reset passwords.


Administration The ability to provide administrative tools for managing user profiles and permissions.


Administration The ability to include a standard, user-friendly report writer and allow for user-defined custom reports.


Administration The ability to support a "touch screen" environment for the in-truck hardware and software.


Administration The ability to handle configurable work order scenarios and types.


Administration The ability to create and search work orders.





this Functionality


Comments



Administration The ability for mass-creation of work orders through spreadsheet or upload.


Administration The ability to assign costs to types of work:


Administration - Regular labor time.


Administration - Additional labor times by type (e.g.., holiday, overtime, etc.)


Administration - Materials.


Administration - Equipment.


Administration The ability to associate a specific list of parts with a work group.


Administration The ability to assign costs to parts.


Administration The ability to attach digital media to the service order and link to the customer account:


Administration - Videos.


Administration - Photos.


Administration - Audio.


Administration - Documents.


Administration - Large format engineering drawings.


Administration The ability to view the most updated documents attached to the service order.





this Functionality


Comments


169 Work Order / Service Order Completion, Validation and Functionality



The ability to automatically update the CIS upon completion of a service order based on information receivedfrom the Mobile Work Force Management System (or existing Cityworks work management system):



- Account status.



- Key information.



- Rate.



- Meter number.






- Meter status.



- Meter type.






- Meter model.




















this Functionality


Comments













- Service status.









- Found meter reading.



- New meter reading.



- New meter reading type.























this Functionality


Comments







- Radio transmitter unit remove date.



- Asset ID.



- Field crew comments.



- Attachments.






- Appointment date.



- Appointment time.



- Time arrived at location.



- Date work was performed.



- Time work was performed.



- Type of work performed.



- Who performed the work.



- Truck number.



- Capture customer signature.





this Functionality


Comments







- Backflow size.






- Backflow model.






- Backflow test date.



- Backflow test result.









- Classification of water quality complaint



The ability to configure field validation (duplicate meter number, meter read within range, etc.).



The ability to read scan codes by the mobile unit:



-2D barcode



-3D barcode



The ability for service orders to display customer contact information.





this Functionality


Comments




The ability to have icons next to contact info for contact options (call, text).



The ability to create free-hand drawing on mobile tablet screen and attach to service order.



The ability to capture customer signatures.



The ability to provide a free-form alphanumeric field for keying in special instructions on service orders.



The ability to support a view of service order history for user-defined historical qualifiers.



The ability to capture and retain service order history:



The ability to capture completion actions.



The ability to pass completion codes to the CIS create various additional actions and/or records (e.g. new service orders, fees, notification to customers, etc.).



The ability to include all meters at the location on the service order or require separate service orders per radio transmission unit, based on the service order type.



The ability to configure that specific service order types are not complete until the radio transmitter unit read is successful.



The ability to program a radio transmitter unit at the location with the mobile unit.



The ability to test a radio transmitter unit at the location with the mobile unit.



The ability to turn off a radio transmitter unit at the location with the mobile unit.



The ability to obtain meter readings from the meter at the location with the mobile unit.



The ability to configure the mobile system so that an alert is sounded if the user enters a reading less than the last read.





this Functionality


Comments




The ability to configure the mobile system so that an alert is sounded if the user enters a reading that is 'x' percent higherthan the previous read.



The ability to print tickets/door hangers from a portable printer.



The ability to select from configured text the information to include on the door hanger.



The ability for the CIS to record the content of the doorhanger or ticket.



The ability to modify notes if a service order has been completed or canceled with proper security level and audit trail.



The ability to modify (reopen) a completed service order with proper security level and audit trail.



The ability to access an audit trail if a completed service order has been modified or reopened.



The ability to prevent certain service orders from being created at certain times of the year.



The ability to notify the user that there is a dependent order being canceled.



The ability for the field worker to add an indication to a service order that a fee should be added (e.g. tampering fee).

255 Business Intelligence 256 Business

Intelligence Mobile Work Force Management, Field Services

The ability to provide for reporting that assists with operations expense management, intelligent routing, AVLSand scheduling.

257 Business Intelligence

Mobile Work Force Management, Field Services

The ability to provide standard statistical reports by:



- Order type.



- Order status.



- Order creation date.



- Field personnel.



- Zone.





this Functionality


Comments




The ability to report on total costs per work group per month for approved work.


ATTACHMENT F – TECHNICAL REQUIREMENTS

CONTRACT:



ATTACHMENT F - TECHNICAL REQUIREMENTSCENTRAL ARKANSAS WATER


REQ # Functionality or Characteristic Technical ScoreName of System or Module

that Provides this Functionality


Included in the Proposed price (Y/N) Comments

1 Architecture2 Describe the CIS architecture from these perspectives:

3 List the supported platforms and versions of server and client Operating systems (Microsoft Windows, Linux, Android, iOS etc.).

4 Describe the preferred system that reports may be created in and how it interacts with the CIS.

5 From a components perspective, show diagrammatically and describe the relationship among the components of the system.

6 What are the bandwidth requirements for network connections for WAN and LAN to the client desktop?

7 Describe the CIS architecture from an On Premise perspective:

8

From a hardware perspective, define the number of servers required to support the production CIS application and including all required software and tools. Specify minimum and recommended CPU, RAM, hard disk space, network capacity and load balancing appropriate for CAW. Identify the recommended OS for each server.

9

From a hardware perspective, define the additional number of servers required to support the optional production Mobile Work Force Management System, if proposed to be installed on premise. Specify minimum and recommended CPU, RAM, hard disk space, network capacity and load balancing appropriate for CAW. Identify the recommended OS for each server.

10

From a hardware perspective, define the number of servers required to support the hot stand by CIS application and including all required software and tools. Specify minimum and recommended CPU, RAM, hard disk space, network capacity and load balancing appropriate for CAW. Identify the recommended OS for each server.

11

From a hardware perspective, define the additional number of servers required to support the hot stand by for the optional Mobile Work Force Management System, if proposed to be installed on premise. Specify minimum and recommended CPU, RAM, hard disk space, network capacity and load balancing appropriate for CAW. Identify the recommended OS for each server.

12 Describe the CIS architecture from a Software as a Service (SaaS) perspective:

13

Define the number of SaaS servers required to support the production CIS application and including all required software and tools. Specify minimum and recommended CPU, RAM, hard disk space, network capacity and load balancing appropriate for CAW. Identify the recommended OS for each server.

14

Define the number of SaaS servers required to support the optional production Mobile Work Force Management System and associated software and tools, if proposed to be delivered as SaaS. Specify minimum and recommended CPU, RAM, hard disk space, network capacity and load balancing appropriate for CAW. Identify the recommended OS for each server.

15

From a migration, development and testing perspective, define the number of SaaS servers required to support the CIS application and all required associated software and tools for implementation development, testing, and training. Specify minimum and recommended CPU, RAM, hard disk space, network capacity, and load balancing recommended for CAW. Identify the recommended OS for each server.

16

From a migration, development and testing perspective, define the number of SaaS servers required to support the optional Mobile Work Force Management System and associated software and tools for implementation development, testing, and training. Specify minimum and recommended CPU, RAM, hard disk space, network capacity, and load balancing recommended for CAW. Identify the recommended OS for each server.

17

From a development and testing perspective, define the number of SaaS servers required to support the CIS application and all associated software and tools for long-term hotfix, upgrade and business enhancement development, testing, and training. Specify minimum and recommended CPU, RAM, hard disk space, network capacity, and load balancing recommended for CAW.

18

From a development and testing perspective, define the number of SaaS servers required to support the optional Mobile Work Force Management System and all associated software and tools for long-term hotfix, upgrade and business enhancement development, testing, and training. Specify minimum and recommended CPU, RAM, hard disk space, network capacity, and load balancing recommended for CAW.

19

Provide a table to identify WAN bandwidth requirements per location based on the number of users per location, and the location of the various environments. Assume Production, Interface Testing and some Analytics are on-premises, and all remaining environments are hosted (SaaS). Location users by type is shown in Attachment U.

20Provide a table to identify WAN bandwidth requirements per location based on the number of users per location, and the location of the various environments. Assume all environments are hosted (SaaS). Location users by type is shown in Attachment U.

Instructions: For each Requirement, fill-in the requested information for: Technical Score; Name of System or Module that Provides this Functionality; Version of the System or Module; Included in the Proposed Price; and Comments. In the Technical Scoring Criteria: 10=Available Out of the Box, 7=Requires Configuration, 3=Requires Customization, 0=Not Answered or Not Available









21 The proposer will certify segregation of CAW data from data of other users in any SaaS environment.

22 The proposer will certify that CAW maintains ownership rights of the data upon termination of business relationship.

23 The proposer will certify CAW data will be held within the US for any SaaS environment.24 System Sizing

25 Describe bandwidth requirements per application and module by user group. Differentiate internal and external communication, if any.

26 Identify the default communications protocol for all applications and modules. Confirm all applications support IPv4 and IPv6.

27 Confirm all applications and modules support the Ethernet network technology.

28 Describe tools for Extract-Transform-Load, including which tools are supported and/or currently in use by existing clients and/or used in previous migrations.

29 Identify which applications and modules provide RESTful APIs.30 Provide the system's Entity Relationship Diagram.31 List the available database options and RDMS versions that the CIS will support.

32 Identify explicitly and describe in full any modules required per CAW requirements in addition to the CIS for the CIS solution to operate.

33 Describe how the application can be implemented in a modular fashion.34 Describe any limitations on the number of user defined fully qualified fields.35 Describe of how to add additional fully qualified custom fields to the database.36 Define the number and type of user defined fields that can be added at the following levels: 37 - Customer.38 - Account.39 - Premises.40 - Service.41 - Asset.42 How would utility technical staff provide for:43 - Adding custom edits for data fields.44 - Pop-up alerts based on events or data criteria.45 - Launching a URL from within the CIS (by a user).46 - Configure field level validation rules (including the use of tables).47 From an interfaces perspective, describe:48 - The points at which external systems can interact with the CIS.49 - What interactions are supported at those points.50 - What methodologies of interaction are supported.51 Scalability

52 Describe the scalability of the solution in terms of accounts and users. Indicate what limits CAW might experience and under what conditions.

53 Considering all installed systems, state the typical number of users and the maximum number of users per module and overall.

54 Specifically identify the largest:55 - System implemented for a water/wastewater utility in terms of number of water accounts.56 - Number of concurrent users per module and overall.57 - Number of concurrent Customer Service Representatives.58 - Installation currently operational.

59 - Number of bills the solution is producing daily. Specify billing approach (annual reads, monthly statements vs one read per bill, etc.) and average number of services per bill.

60 - State the number of total installations in production (and associated versions) with over 150,000 accounts.

61 - State the number of total installations in production (and associated versions) with over 5 Billing Partners.

62 - State the number of total installations in production (and associated versions) with over 10 Billing Partners.

63 Describe the key capacity points, that is, the points at which additional hardware is required to scale up the system.

64 Describe the key capacity points, that is, the points at which additional software licenses are required to scale up the system.

65 Describe any VPN limitations of the software via remote connection.66 Reliability









67Describe the way the system's reliability is enhanced (e.g. RAID, mirroring, database redundancy or duplication options, load balancing, fault tolerance, instantaneous failover) and indicate if the reliability enhancements are standard or optional.

68Describe process audit and notification functionality. For example, is there a mechanism (i.e. email, text notifications) to inform the utility technical staff if the system is experiencing database or process issues (e.g. job termination)?

69Describe the notification process and how you interact with other systems to provide real time notices. Is SNMP (Simple Network Management Protocol) or SMTP (Simple Mail Transfer Protocol) an available option?

70 Describe the software’s audit trail function.

71 The vendor must proactively notify the System Administrator regarding known issues with anti-malware which are known to create problems with the current version of the vendor software.

72 Identify known issues with Vipre Antivirus and Anti-malware, if any.73 Does the audit functionality have the ability to track at the field level:74 - Prior value75 - New value76 - Date/time of change77 - User ID making the change78 - User IP address of user making change79 Describe any built-in functionality to support annual external financial audits.80 Describe the ability of the system to audit configuration as well as functional changes.

81 Describe how the system is able to track the number of input errors (attempts) that are made based on failed validation rules. The validation rule would not allow invalid information.

82 Describe the recommended hardware, software, connectivity and configuration to support an off-site disaster recovery site and available options, including a hot backup site.

83 Batch Processing

84 Describe the technical tools used for scheduling and managing batch processing, including external tools.

85 Describe the behavior of batch processing when data errors are encountered (i.e. does the batch continue or terminate?).

86 What is the notification process for batch job abnormal termination and/or exceptions?

87

Based on the utility customer account base (150,000) and projected solution user base, describe your nightly batch processing and timings for meter read import/export, payment processing/application, bill calculation, bill creation, collection processing, service order creation, notice/letter processing, etc. Indicate which processes run concurrently. Are there any other subsystems that need to be quieted?

88 Indicate how much time it typically takes to process 8,000 bills, with 8 to 12 calculated lines per bill.

89 Indicate how much time it typically takes to process 16,000 bills, with 8 to 12 calculated lines per bill.

90 Describe the tools available within the base product for scheduling batch jobs, if any. Include information about setting dependency, frequency, and restart options.

91 List the batch “jobs” that are part of standard weekly, monthly, and yearly processing.

92 Describe the circumstances under which it would be prudent to archive data (move it off the system) and what the process is to do that.

93 Identify the processes and functions where increasing amounts of history on the system might affect user response time.

94 Describe the typical backup practice, its schedule and duration for execution.95 Describe the ability to provide roll-back capability in the database to rebuild data files, if necessary.96 Describe how the utility would insert an ad hoc batch job into the day's job run.

97Can the nightly batch process be run during normal business hours. Describe the performance impact on other daily activities. Describe configuration required to avoid impact of batch job production on other daily activities if batch processing is scheduled during normal business hours.

98 Describe the process to add accounts in mass.99 Describe the process for bulk changes (i.e. premises or street name).

100 The system must be configurable to prevent the creation of a bill that has a due date greater than X days in the future. X must be configurable.

101 Performance

102 Describe how you would guarantee sub-second response time for all common customer account services.

103 Describe the variation and timing for all applications.









104The ability to generate all standard reports in less than five minutes. Reports that will require more than this amount of time should be listed in "Comments" (column E) with a description of the reason greater time is required for each individual report.

105 The ability to run long complex reports in under five minutes.

106 Describe how record locking works and effects the system. Specifically describe the impact to a record if two people are working on the same account.

107 The ability to access data files at the same time without collision or file / record / field locking problems.

108Describe how you would guarantee no impact on line staff's experienced response time when they are carrying out daily operations while the system is also running reports, processing bills, or other scheduled processes.

109 The ability to respond in under two seconds for non-complex queries.110 The ability to perform a screen refresh in less than one second.111 The ability to load a new screen/page in less than one second.

112 Identify the Windows desktop and server OS versions supported. Note: The application must support Windows 7 at the desktop at a minimum.

113 List the browser versions that are supported for the solution (Internet Explorer / Microsoft Edge / Chrome / Firefox / Safari). Note the versions that are recommended.

114 Describe the ability for all functionality to be provided via browser user interface.

115 Describe the browser plugins or ActiveX add-ons (e.g. Java / Flash player) that must be present on the workstation to support the software.

116 Identify the road map for supporting current and future Microsoft operating systems.117 Identify any desktop added programs required at the desktop (e.g. J2EE, Adobe, Flash, HTML5).

118Identify required desktop applications, such as Microsoft Word or Excel, which are required by any application provided as part of the overall solution. Identify which versions of such applications are supported.

119 Describe the minimum hardware requirement for the software to run optimally on a Windows workstation.

120 Maintenance

121 Describe how system changes are promoted through each environment and ending up in production. Differentiate between hot fixes, configuration changes, and system upgrades, if applicable.

122 Describe a best practice patch application process, including installation and testing, and provide actual level of effort estimates for a comparably-sized utility.

123 Identify which applications and tools provided under this proposal can be updated using core MS WSUS processes, if any.

124 Describe any downtime or periodic maintenance activity time when the system would not be available for use (e.g. synchronization, reformatting, backup).

125 Indicate how long it typically takes to install a bug fix, patch, security update, or database update.

126 Provide a recommended best practice approach for installing and test server operating system patches on servers which support any component of this solution.

127 Indicate how long it typically takes to install a new point release of the software.

128 Describe the way utility's modifications (non-base) to screens and database are preserved to be brought forward in a version change.

129Describe the way reports from the system library that have been modified by the utility, and reports developed by the utility, and interfaces developed by the utility, are preserved to be brought forward in a version change.

130 Describe the way other customizations by the utility are preserved to be brought forward in a version change.

131 What report writers are supported and what processes do those report writers support i.e. ETL?

132Provide options for returning CAW data upon termination of services ("Exit Plan"), including the appropriate steps and costs necessary to migrate CAW data from the proposer's system, and a choice of formats in which the data will be returned.

133 Development and Administrative Tools

134Describe the development environment for the proposed solution (e.g. programming languages, tools provided, interface options available). Include any third-party tools that are required and / or recommended.

135

Identify an optional tool to allow administrators to define test data sets based on user-defined criteria which support a variety of testing objectives in a limited dataset. Previously define data sets (based on criteria, not specific accounts) should be available for execution by authorized users in a manner that optimizes flexibility for development staff while minimizing risk to production environments.









136

Identify an optional tool which monitors and documents configuration settings in the CIS applications, at a minimum. The tool should allow scheduled snapshots of configurations to support troubleshooting, as well as the ability to analyze changes applied as part of hot fixes and programming updates. The tool should provide the ability to deploy a limited set of configuration changes to multiple environments, including the ability to modify the configuration package prior to deployment.

137 Describe the training environment for the proposed solution.

138Describe the duties appropriate to IT resources (either internal or through professional services) in supporting the system. Describe the duties appropriate to business subject matter experts (super users) in supporting the system. Estimate the number of each CAW would likely need.

139Describe the tools provided to perform administrative tasks, such as database backups, system health monitors, upgrades, data integrity and other maintenance or administration functions. Indicate the programming language(s) with which the administrator must be familiar.

140

Indicate in which virtual machine environments the solution is supported by the vendor (e.g. VMware and / or HyperV) for servers and clients. In which virtual machine environments is the CIS vendor certified by the virtual machine vendor? Identify support for each component proposed in this system, and which technologies are in use by existing clients.

141 For which hyper-converged systems is the CIS vendor certified by the hyper-converged system vendor?

142 Describe the hardware brand and configuration the vendor recommends and explain why the vendor recommends that brand and configuration.

143 Describe at least one remote virtual hot backup configuration in use by an existing client.

144 Describe the typical administrative duties and the amount of time the utility can expect to devote to them.

145 Describe for what needs and costs the utility would expect to budget funds annually for vendor professional assistance.

146 Describe tools for Extract-Transform-Load, including which tools are supported and/or currently in use by existing clients and/or used in previous migrations.

147 Support Staff

148Given 150,000 accounts, estimate the number of application program support personnel necessary for years 1-10 after implementation (business analysts, report writers, DBAs, configuration specialists, system administrators, etc.).

149 Security

150 Describe your approach to sign-on authorization. Describe specifically the CIS’s support for user single sign-on (e.g. Active Directory and/or Federated sign-on).

151 Describe how the system has the ability to utilize Lightweight Directory Application Protocol (LDAP) to query Active Directory for user validation and authentication.

152 Describe the ability of each component to support Federated Identity for internal and external applications.

153 Describe the ability of each component to support SAML 2.0 for internal and external applications.

154List customers where a customer logged onto the Customer Portal can transfer, without requiring additional identification, to the payment provider website. Identify the protocols used to support security authentication across systems.

155 Describe your ability to support custom single sign-on validation for public facing components. 156 Describe your ability to support CAPTCHA validation for public facing components. 157 Describe CAPTCHA configuration options, including off, after 3 attempts, and always on.

158 Describe how the system handles social security, drivers license and bankcard number masking, and lack of masking where appropriate.

159 Describe current regulation to field associations configured within the system and how CAW could disable specific system functionality to reduce regulatory exposure.

160

In addition to currently configured regulatory support described above, describe how the system can present a list of regulatory decision impacts for business review. For example, provide a list of fields associated with PCI compliance, and explain how fields could be deactivated based on a management decision to outsource work streams which would trigger compliance.

161 Describe how the system provides CIA (confidentiality, integrity, availability) of the data at rest and in transit.

162 Describe all encryption methods that can be brought to bear within the CIS solution and describe recommended encryption methods.

163 Describe what security algorithms/mechanisms the system supports.164 Describe plans (road-map) to implement future security algorithms/mechanisms.165 Describe vulnerability discovery/remediation process.









166 Describe vulnerability disclosure policy.167 Describe bug bounty policy.168 Describe external vulnerability submission policy.169 State whether the solution encrypts selected fields (e.g., social security number, EIN).170 Describe levels of security and how they are set up.171 The ability to store and transmit passwords in encrypted form.172 The ability to provide security at the following levels:173 - Department.174 - Division.175 - User role or group.176 - User ID.177 - Screen.178 - Menu.179 - Report.180 - Database table.181 - Object.182 - Record.183 - Field.184 - Job function.185 - Element in chart of accounts.186 - Customer group.187 - Transaction type.188 - User defined fields (e.g. Business Unit, Company Code, Billing Partner/Political Entity).189 The ability to allow CAW to determine which fields are visible to which users.190 The ability to provide role-based security.191 The ability to provide document-based security.192 The ability to explicitly deny access to users and groups.

193 The ability to track and report audit changes throughout the system that creates a log of all records maintained and includes:

194 - Date.195 - Time.196 - User.197 - Information prior to change.198 - IP address.199 - MAC address.200 - Machine name.201 - Changed information (before and after) .202 - Other administrator-configurable information.203 The ability to update all security roles automatically when a change in the "master" role is made.

204 The ability to provide functional security to control what processes can be performed by certain users (Role Based Account Control).

205 The ability to provide access to audit trails for only the users with proper security based upon the user’s security profile.

206 The ability to allow system hardware to integrate security and file system permissions within an LDAP (Active Directory) environment.

207 The ability to allow the System Administrator to add and change permissions for system access.

208 The ability to allow a System Module Administrator to add and change permissions for module access.

209 The ability to log users off the system after an administrator-defined period of inactivity, based on user-defined roles.

210 The ability to allow a System Administrator to log out users.211 The ability to allow a System Administrator to log out users by module (i.e. inquiry only access).212 The ability to provide customizable audit reports.213 The ability to provide configurable exception reports.214 The ability for users to view only change history in a user-friendly readable format.

215 The ability to allow authorized users to have access to a log of security activity to determine users that have signed on and off the system, as well as unsuccessful attempts to sign on to the system.

216 The ability to allow the audit trail to have a date/time stamp to the nearest second. Describe how time synchronization is supported by the system.

217 The ability to synchronize with a centralized time server.218 The ability to mask fields by user role including but not limited to:









219 - Tax numbers SSN.220 - Tax numbers TIN.221 - Date of Birth.222 - Passwords.223 - Credit card numbers.224 - Checking and banking account numbers.225 - Operator IDs.226 - Driver's License numbers.227 - Email addresses.228 - Pay rates.229 - Other, including user-defined fields.230 The ability to be operational on a 24 x 7 scheduled basis.231 The ability to support both tape and tapeless backups.

232 The ability to ensure that all modules are Payment Card Industry Data Security Standards (PCIDSS) compliant.

233 The ability to meet PADSS (Payment Application Data Security Standards) compliance standards.234 The ability to support multiple business continuity environments, with replicated system data.235 User Interface

236 The ability to provide drop down boxes and "pick lists" for data selection in order to provide a more seamless experience for the user.

237 The ability to provide configurable quick keys (i.e. function keys) in order to provide a more seamless experience for the user.

238 The ability to comply with accessibility standards defined in the Americans with Disabilities Act (ADA) in order to provide a more seamless experience for the user.

239The ability to provide functionality or integrate with third-party products to enlarge the print on computer screens (i.e. screen magnification) in order to provide a more seamless experience for the user.

240The ability to provide functionality or integrate with third-party products to provide text-to-audio capabilities (i.e. screen reading software) in order to provide a more seamless experience for the user.

241 The ability to provide functional online help documentation for system end users in order to provide a more seamless experience for the user.

242 The ability to provide technical online help documentation for system administrators in order to provide a more seamless experience for the user.

243 The ability to provide integration with the Microsoft clipboard, with appropriate security permissions in order to provide a more seamless experience for the user.

244 The ability to provide error messages that appear in a consistent format across all system modules in order to provide a more seamless experience for the user.

245 The ability to provide error messages that are integrated with online help functionality in order to provide a more seamless experience for the user.

246 The ability to create error logs with detail associated with the error in order to provide a more seamless experience for the user.

247 The ability to allow users to send error reports to CAW IS in order to provide a more seamless experience for the user.

248 The ability to provide administrator configurable error messages in order to provide a more seamless experience for the user.

249 The ability to provide user-defined fields with appropriate security permissions in order to provide a more seamless experience for the user.

250 The ability to allow CAW to determine which fields are required in order to provide a more seamless experience for the user.

251 The ability to provide an administrative messaging system (e.g. a message to alert users of system maintenance activity) in order to provide a more seamless experience for the user.

252 The ability to provide customizable screens based on roles and permissions in order to provide a more seamless experience for the user.

253The ability to provide customizable screens including moving rows and columns, locking fields, and freeze columns based on roles and security permissions in order to provide a more seamless experience for the user.

254The ability to provide contextual help with the ability to turn this feature off (i.e. field descriptions that are displayed based on the location of the mouse or cursor) in order to provide a more seamless experience for the user.

255 The ability to provide customizable help in order to provide a more seamless experience for the user.









256 The ability to provide data validation on entry in order to provide a more seamless experience for the user.

257 The ability to attach files to records in the system in order to provide a more seamless experience for the user.

258 The ability to add a new value to a drop-down table without having to navigate from the table, with appropriate security permissions in order to provide a more seamless experience for the user.

259 The ability to accommodate CAW-defined limitations on the size of file attachments in order to provide a more seamless experience for the user.

260 The ability to provide drill down capability on all screens with appropriate security in order to provide a more seamless experience for the user.

261 The ability to provide drill down capability to see attachments to records based on security permissions in order to provide a more seamless experience for the user.

262The system allows a user screen to have an option for the number of records that will be displayed (i.e. 25, 50, 100 search results with the option to choose how many) in order to provide a more seamless experience for the user.

263 Describe any system-wide limits to the number of search results that can be displayed in order to provide a more seamless experience for the user.

264The ability to provide the user with standard field editing capabilities including but not limited to, navigation forward and backward to complete data entry in order to provide a more seamless experience for the user.

265 The ability to easily use tab key through fields to quickly navigate.266 The ability for the user to easily program hotkeys.267 The ability to easily configure graphical user interface through favorites.268 The ability to easily view no less than the last 10 accounts accessed by the user.269 The ability to configure a home screen with easily accessible work queues and dashboards.270 The ability to easily utilize "help" functionality.

271 Describe existing context specific help content available without charge as part of this project, which can be customized by CAW after implementation.

272 The ability to easily develop "help" functionality and associate to the appropriate context within the system.

273 The ability to easily maintain user and role based security that supports multiple levels of security and permissions for various user profiles from "Denied Access" to "full read and write."

274 The ability to spell check on any field with the ability to turn this feature on and off in order to provide a more seamless experience for the user.

275 The feature can support custom dictionaries and administrative editing of custom dictionaries in order to provide a more seamless experience for the user.

276 The ability to allow an administrator to configure the dictionary within the system that drives the spell check functionality in order to provide a more seamless experience for the user.

277 The ability to accommodate word-wrap in a data field without having to hit "return" in order to provide a more seamless experience for the user.

278 The ability to provide predictive text capability in order to provide a more seamless experience for the user.

279 The ability to search by wild cards, based on security permissions in order to provide a more seamless experience for the user.

280 The ability to support pre-filled fields in appropriately pre-formatted screens eliminating redundant data entry in order to provide a more seamless experience for the user.

281The ability to provide links to associated modules from any display screen to minimize backing out of one screen to access another, with appropriate security in order to provide a more seamless experience for the user.

282The ability to support access from public mobile devices outside the CAW network using web interface hosted in a DMZ with appropriate security permissions in order to provide a more seamless experience for the user.

283 Describe ability to configure Mobile Work Force Management System via MaaS 360, if any.284 Describe known issues Mobile Work Force Management System with MaaS 360, if any.

285The ability to support access from employee mobile devices outside the CAW network using web interface with appropriate security permissions in order to provide a more seamless experience for the user.

286If available from mobile devices (tablets, smartphones, etc.), list which platforms and versions are compatible, and functional differences, if any in order to provide a more seamless experience for the user.









287 The ability for multiple windows to be open at the same time without having to log in to the system multiple times in order to provide a more seamless experience for the user.

288The system administrator has the ability to set the number of multiple windows to be open at the same time without having to log in to the system multiple times in order to provide a more seamless experience for the user.

289The ability to warn a user that they are about to execute a process and ask if they want to proceed (i.e. to warn before posting a batch of changes, etc.) in order to provide a more seamless experience for the user.

290The ability to allow a user to configure which business process are prompted with a warning to proceed, with appropriate security permissions in order to provide a more seamless experience for the user.

291 The system has the ability to allow split screen views on dual monitors in order to provide a more seamless experience for the user.

292The ability to allow the configuration of processes using either the keyboard only, the mouse only, or a combination of the two, depending on a user's preference in order to provide a more seamless experience for the user.

293 The ability to support touch screen as a selection method in order to provide a more seamless experience for the user.

294The ability to provide the user with integrated application modules that offer a consistent user interface to minimize user training and administration of the system in order to provide a more seamless experience for the user.

295 Content Management296 The ability to provide integrated content management functionality across all system modules.

297 Identify document management system vendors with which the system has previously been integrated.

298 The ability for established system security to apply to documents stored in the content manager (i.e. some documents will not be viewable to all users).

299 The ability for the content manager to store files in the following formats:300 - .doc(x).301 - .xls(x).302 - .ppt(x).303 - Other MS office formats.304 - PDFs that are text based and searchable.305 - .gif.306 - .jpg.307 - .wav.308 - .png.309 - .tif.310 - .mpeg.311 - Other video formats.312 - Other image formats.313 - Other formats (please list).

314 The ability to link documents stored in the content manager to individual transactions throughout the system.

315 The ability to allow configuration for the automatic production of content manager documents (e.g. an electronic image of all checks printed is generated and stored).

316 The ability for the content manager to store audit trail information of events associated with documents stored (i.e. user, date, time, etc.).

317 The ability to provide content management functionality that allows user-friendly searching of all documents stored.

318The ability to allow access to all documents stored in the content manager when a user is remotely using the system through a web interface with proper security, assuming the remote device has the appropriate software available to support document viewing (PDF viewer, for example).

319 Records Management

320 For each module to be provided under this system, describe the following records management capabilities:

321 Identify professional, national and/or international records management standards, if any, with which the module is compliant

322 Describe the ability to define and store a set of customized standard records retention policies, otherwise known as the records retention and disposition schedule.

323 Describe the support for managed, systematic and auditable records disposal.









324 Describe the ability to apply a records retention and disposition schedule to every record set or type, including retention period and trigger.

325 Describe the ability to execute records retention and disposition schedule instructions, for example deletion/purge, retain indefinitely, transfer, etc.

326 Describe the ability to record/document any deletion or disposal action comprehensively in the process metadata.

327 Describe the ability to lock or freeze aggregations of records to prevent relocation, deletion or modification when circumstances require, for example, pending legal action or audit.

328 Describe the ability to configure disposal of records based on an associated view. 329 Customer Engagement

330 Describe chatbot capabilities which are supported by the CIS vendor and/or have been previously implemented for other CIS customers.

331 List the languages supported by the preceding chatbot module.

332Describe the ability of the system to support co-browsing and/or viewing of a customer's current portal screen. Define limitations, if any, such as secured fields and/or custom-designed portal extensions.

333 Describe the telephony systems required to support immediate or scheduled callback from within chat, social medial or the customer portal.

334 Support and Documentation

335 The ability to allow properly authorized users to configure and maintain all system settings from any workstation on the local / wide area network.

336 The ability to allow centralized deployment of system updates and system maintenance.337 The ability to allow remote deployment of system updates and system maintenance.

338 The ability to accommodate deployment of system updates and maintenance to all affected modules according to user-defined effective dates (e.g. calendar and fiscal year parameter changes).

339

The vendor must proactively notify the System Administrator regarding which releases of third-party software (JAVA virtual machine, Internet Explorer, Mozilla, Safari, etc.) are known to create problems with the current version of the vendor software. Provide an example of such notifications and describe the release frequency. List the latest version of each third-party software that is supported.

340 The proposer must offer technical, performance and monitoring support. Describe your service levels.

341 The vendor, at a minimum must adhere to the following standards for issue resolution:342 - Describe your call center staffing levels for: Regular hours, weekends, holidays

343 - Describe your Service Level Agreement structure in terms of severity levels, staffing, hold times, expected response times and expected resolution times.

344 - Describe your support channels: phone, chat, email, knowledge base, white paper, user conferences, user forums, etc.

345 The ability to allow for outage times to be based on a 24 x 7 basis instead of working hours.

346 The vendor will provide web-based support, with a searchable database of common problems, to assist end users in researching error messages.

347 The ability to provide online software documentation for all software application modules.348 The ability to provide an online tutorial to assist users learning the software.

349 The ability to provide support through remote access to the application in accordance with CAW procedures.

350 The vendor offers software application support during planned upgrades, after typical operating hours.

351 The vendor offers access to an online user group community.352 The vendor offers a suite of online training modules.353 The vendor offers periodic live webinar training sessions at no cost.354 The vendor offers recorded training sessions to be viewed at no cost.

355 The vendor offers an implementation project management website, that includes FTP process for file sharing between the vendor and client.

356 Describe the process that client requested enhancements are collected, evaluated, prioritized, developed and implemented. Describe the number of employees that can notify technical support.

357 Reporting and Dashboarding358 The ability to query on all data fields in the system to provide a user defined query screen.359 The ability to provide an executive-level performance dashboard.

360 The ability to provide an Executive Information System by module (EIS) (i.e. a performance dashboard).

361 The ability to customize the information presented on the Executive Information System by user.









362 The ability to customize the information presented on the Executive Information System by group of users.

363 The ability to display information on the Executive Information System in real-time.364 The ability to configure the refresh rate of the Executive Information System.365 The ability to allow a user to manually refresh the Executive Information System.

366 Describe how the system will be protected from performance impact during a manual refresh of the Executive Information System.

367 The ability to provide an integrated report writer that has a consistent look and feel across all system modules.

368 The ability to provide an integrated report writer that supports building calculations based on data values selected (i.e. percentages of existing values).

369 The ability to provide an integrated report writer that allows the creation of reports comprised of any discrete data field throughout the system with proper security.

370 The ability to allow generated reports to be saved in an integrated content manager.371 The ability to allow generated reports to be viewed on screen prior to printing.372 The ability to allow reports generated to be searchable.373 The ability to schedule reports to run in the future.374 The ability to schedule reports to be run on a recurring basis.

375 The ability to configure automatic distribution paths for generated reports (i.e. automatically send a report to a user).

376 The ability to display when a report is being run, or in process, so that a user does not run the report again.

377 The ability to configure the page breaks for any printed report.378 The ability to define the maximum number of pages to print for notification purposes.379 The ability to notify users when a specific number of pages in a report will be printed.380 The ability to allow users to cancel the printing of the report.381 The ability to allow reports generated to have "drill-down" capabilities.

382 The ability to support the creation of reports using Microsoft SQL Server Integration Services (SSIS).

383 The ability to support the creation of reports using Microsoft SQL Server Reporting Services (SSRS).

384 The ability to create ad hoc queries using a query builder or a SQL statement.385 The ability to allow a user to modify existing reports, with appropriate security permissions.

386 The ability to modify copies of standard reports and prevent modification of standard reports with appropriate security permissions.

387 The ability to include user-defined fields in queries, reports and dashboards.

388 The ability to preserve data snapshots used to generate system reports (not ad hoc reports) to support report audits.

389 The ability to post reports to the DMZ for secure access by billing partners.390 Contact Center391 CIS Interface with the Call Center

392The ability to send a group of phone numbers and scripts to agents to make outbound voice calls as an interaction type. This functionality would not be considered robocalling since the agent would press a button for each number to be dialed.

393 The ability to assign web chats to agents with rule-based configuration.394 The ability to assign walk-in customers to agents with rule-based configuration.

395 The ability to report on these interaction types in consolidated, real-time, historical and integrated reports.

396 The ability to provide consolidated reporting on each agent group and work type for real-time, historical and integrated reports.

397 The ability for the system to associate customer contacts in the following categories: 398 - Direct call.399 - IVR transfer.400 - Web chat.401 - Email.402 - Outbound call.403 - Other types of work.404 The ability to report the queue for each work type in real-time and historical reporting.405 The ability to store chat session on the customer account.406 The ability to track interaction reason or wrap-up code through a drop-down menu.









407The ability to integrate with the phone system to select a reason code and capture that reason code in phone system reporting and CIS reporting.

408 The ability to display alert messages for the CSR when looking at an account.409 The ability to configure a checklist for customer data verification on all calls.410 The ability to track the type of changes made to a contact or account in a transaction register.

411

The ability to pop a window with the customer screen appears after an agent lookup or CTI screen pop indicating if there is any specific information that requires attention. I.e. missing contact information, bad address (when there has been returned mail), bad or missing phone numbers, email bounce back, account status (past due, shutoff pending, currently shut off) or out of regulatory compliance.

412The ability to provide a script prompting the agent to update the contact information in the customer contact information if there is no CTI screen pop.

413The ability to store scripts that can be accessed by the CSR during a call through keyword search.

414 The ability to have an online knowledge base available to CSRs.415 The ability to configure internal electronic workflows for CSRs.

416The ability for a 360-degree view of the customer’s account – current standing, pending requests, violations, history, documents, and chat/call transcripts on one screen.

417The ability for the CSR, with the correct security role, to enter meter readings for customer reads.

418 The ability to retain and audit all CSR actions in the system.419 The ability to generate a report listing all CSR actions in the system.

420The ability to configure an alert on certain configurable CSR-initiated account events (e.g. Alert when a CSR request a refund for a credit balance).

421 Call Recording System with CIS Integration

422The ability to integrate with a CIS system, making the recording for a customer interaction available by embedding a hot link into the CIS customer record. The link or record of the link must contain the date, time and agent name associated with the call.

423The ability to integrate with the phone system, so that the call recording / screen recording administration (indicating which extensions should be recorded) occurs centrally rather than recording at the agent's desktop.

424 The ability to store video from the recordings on a server rather than on the agent's desktop. 425 The ability to store audio from the recordings on a server rather than on the agent's desktop. 426 The ability to monitor the audio and video by supervisors from an real-time. 427 The ability to monitor the audio and video by supervisors from an archive. 428 Other

429 Describe the way your system supports virtual (electronic) signatures by customers or staff when required on electronic documents. Describe how this is stored and encrypted.

430 Describe how the Work Force Management System would capture the GPS coordinates of a photograph taken with a mobile device.

431 Describe how the proposed system would store and encrypt the photo.

432 The system has the capability to cross-reference existing account numbers, inclusive of ones beginning with zero (non-integer).

433 The ability to provide a centralized data dictionary, that fully describes table structure (and relationships) and appropriate levels of metadata.

434 Describe how the CIS integrates with the phone system (i.e. Cisco) to obtain screen pop functionality.

435 The system has the ability to import and export data from (or to) standard file formats including but not limited to:

436 - HTML.437 - XML.438 - PDFs that are text based and searchable.439 - ASCII.440 - CSV.441 - MS Excel.442 - MS Word.443 - Other CAW-defined desktop productivity applications.









444 The ability to support foreign mailing addresses.445 The ability to support foreign phone numbers.446 The ability to import and export data with web services formats.447 The ability to post data in a real-time.448 The ability to provide a library of standard reports (i.e. "canned" reports).

449 The ability to provide an ad hoc reporting environment that is OLE-DB and SQL native compliant, and ODBC.

450 Describe how you will support testing.451 Describe how you log incidents.


ATTACHMENT G – SCOPE OF WORK

CONTRACT:



ATTACHMENT G - SCOPE OF WORK

Attachment G – Scope of Work contains a description of the services the Responder is expected to deliver.

CAW expects the CIS implementation will be approximately a 27-month project consisting of a 21

month implementation period, followed by 6 months of post go-live support.

The project is expected to commence in the third quarter of calendar year 2018. CAW is interested in

Responder’s recommended implementation approach that will ensure the system is live 21 months

after the project begins.

Pricing should reflect the Responders’ recommended implementation approach.

Each of the required services is expected to be addressed in the Responder’s proposal.


TABLE OF CONTENTS

1. SCHEDULE AND METHODOLOGY ................................................................................ 3

2. PROPOSED PROJECT TEAM/ STAFFING PLAN ......................................................... 5

3. REQUIREMENTS DEFINITION ....................................................................................... 6

4. DATA CONVERSION AND MAPPING ............................................................................ 8

5. SYSTEM CONFIGURATION AND INSTALLATION .................................................. 11

6. INTEGRATION AND INTERFACE DEVELOPMENT ................................................ 14

7. RATES .................................................................................................................................. 16

8. REPORTS ............................................................................................................................ 17

9. LETTERS ............................................................................................................................. 18

10. TESTING –VALIDATION, AND ACCEPTANCE ......................................................... 19

11. TRAINING – TECHNICAL, CORE TESTERS, AND SME USERS ............................ 23

12. DOCUMENTATION .......................................................................................................... 28

13. GO-LIVE/POST GO-LIVE STABILIZATION ............................................................... 30

14. PERFORMANCE TUNING ............................................................................................... 32

15. POST GO-LIVE SUPPORT ............................................................................................... 33

16. POST GO-LIVE TRAINING DOCUMENTATION ....................................................... 34

17. WARRANTY AND MAINTENANCE INFORMATION ............................................... 35


1. SCHEDULE AND METHODOLOGY

1.1. Provide an implementation plan detailing a proposed implementation schedule with resource

titles and resource hours assigned to tasks and a list of assumptions. The schedule should

include timing for data conversion iterations, development of a test plan, and a training

schedule.

Responder’s Reply

1.2. Responder is to describe their best practices for the following:

1.2.1. General implementation methodology.

Responder’s Reply

1.2.2. Methodology for project management.

Responder’s Reply

1.2.3. Methodology for software development, configuration, and/or customization in

response to CAW’s needs for specialized functionality in the Responder’s CIS

solution.

Responder’s Reply

1.2.4. Methodology for quality assurance.

Responder’s Reply

1.2.5. Contract change order methodology.

Responder’s Reply

1.2.6. A security plan and protocols that meet leading industry practices.

Responder’s Reply

1.2.7. Methodology for assisting with business process improvement in connection with

and supported by software implementation.

Responder’s Reply


1.2.8. Approach to organizational change in support of the CIS solution implementation.

Responder’s Reply

1.2.9. Approach to team configuration and development to support on-the-job training and

skill development of CAW IS staff and business subject matter experts. Such

approach shall not alleviate the responsibility of the Responder to provide a fully

functioning system.

Responder’s Reply


2. PROPOSED PROJECT TEAM/ STAFFING PLAN

2.1. The Responder is expected to provide a dedicated project team for the implementation of the

proposed solution(s). CAW expects the proposed implementation staff to have experience with

the proposed version of software so that their experience is applicable to this engagement.

2.2. The Responder’s Project Manager must be part of the demonstration team if the Responder is

selected for demonstrations.

2.3. The Responder‘s identified Project Manager and the key lead conversion, technical and

functional personnel will be assigned for the duration of CAW’s CIS replacement project,

including EBPP and Mobile Work Force Management (if applicable), from implementation

through post go-live stabilization period. If a team member change is required, based on CAW

request or employee resignation, CAW reserves the right to review resumes of proposed

replacement team members prior to their addition to the project team.

Responder acknowledges the above requirements, with the following exceptions, if any.

2.4. The Responder shall provide references from the last two projects each for the assigned

Project Manager, the assigned Electronic Bill Payment and Presentment (EBPP) Project

Manager and Mobile Work Force Management Project Manager (if applicable), the assigned

functional lead, the assigned technical lead, and the assigned conversion lead.

Responder’s Reply


3. REQUIREMENTS DEFINITION

3.1. The Responder is expected to provide a process for configuring the CIS COTS solution to

CAW’s business requirements and environment. Responders may propose their own approach

to configuration services, which may include confirmation of fit, requirements reviews,

best/leading practices reviews, requirements definition and project team workshops, gap

analysis, business process modeling from CAW’s SOPs, and software configuration

management. The Responder will review CAW supplied documentation, flowcharts, SOPs, etc.

during the requirements definition phase. The Responder will deliver workflow documentation

of CAW’s business processes (new and updated SOPs) configured to the CIS solution.


3.2. Through the configuration process, the successful Responder shall assist CAW to select

configuration options that will meet CAW's business requirements and industry best/leading

practices.

3.3. In addition to the requirements defined in the Functional Requirements, as part of the design

phase, the Responder is expected to review the Microsoft Access databases referenced in this

RFP that contain workflow and other functionality that will be required in the new system.

The following list is not intended to be inclusive.

3.3.1. Review existing Microsoft Access database, which supports the cross connections

prevention program, configure the CIS to reproduce and enhance the cross connection

business processes to include: notification, service order and follow-up workflows.

3.3.2. Review existing Microsoft Access database which supports new services. Configure

the CIS to reproduce and enhance the new services business processes.


3.4. Configuration activities will include functionality defined in Attachment B, CIS Functional

Requirements; Attachment C, Electronic Bill Payment and Presentation Requirements;

Attachment D, Third Party Bill Print Requirements – Optional; Attachment E, Mobile Work

Force Management Requirements – Optional; Attachment F, Technical Requirements;

Attachment H, Rates; Attachment R, Interfaces; Attachment S, Reports; and Attachment T,

Letters unless such requirements are marked as “Future” or, in the case of optional systems,

specifically excluded during contract negotiations.


3.5. Describe the Responder’s methodology for requirements discovery.

Responder’s Reply


3.6. Present Responder’s responsibilities and CAW’s responsibilities related to requirements

definition as a table within this section. Use the following format and define the tasks and

responsibilities in detail:

Table 1: Requirements Definition

Task CAW Responsibility Responder Responsibility


4. DATA CONVERSION AND MAPPING

This section shall describe the Responder’s services related to data conversion and data cleanup.

4.1. The Responder will provide the required environments, which should include at a minimum:

Development, Testing, Staging (for Conversion), and Production.

4.1.1. The production environment and hot standby environment will be installed on-

premises at CAW for all systems except EBPP and MWFMS.

NOTE: If a Responder wishes to propose the production environment be hosted or

SaaS, such a proposal would require business justification and must recommend

internet bandwidth and configuration required for optimal system performance, and

assure continuity of access.

4.1.2. The production environment and hot standby environment for MWFMS may be

installed on-premises at CAW or in a SaaS environment.

4.1.3. The EBPP production environment is assumed to be provided as SaaS, including hot

standby functionality.

4.1.4. The development, testing, conversion staging and training environments will be

installed in a SaaS environment.

4.2. During the project, the Responder will set up a separate conversion environment that will be

used to validate the converted data. Prior to cut over to the live system, the Responder will

provide documentation to confirm that the data was converted correctly, and the new system

carries the balances of CAW’s existing CIS.

4.3. The Responder’s professional services will be required to convert historical data from the

Microsoft SQL Server Data Lake to the format required by the proposed system, validate it to

confirm the data was converted correctly, and load the data into the new database. It is

expected that this will be an iterative process and will require close work between the

Responder’s project staff and CAW staff. Each iteration should be documented with summary

information showing conversion goals, conversion degree of success, and a plan to remediate

unsuccessfully converted data. The converted data must be validated via reports.

4.4. CAW requires conversion of all relevant current and historical information from the following

sources:

4.4.1. Systems & Software enQuesta CIS (as loaded into the Data Lake), including:

4.4.1.1. Active accounts (approximately 140,000).

4.4.1.2. Inactive accounts with a non-zero balance (approximately 4,000).

4.4.1.3. Vacant Accounts (approximately 15,000)

4.4.1.4. Premise Addresses (approximately 180,000)


4.4.1.5. Meter reading history (approximately one read per month, including actual

and estimated billing readings, plus meter changes and final reads) for 24

months.

4.4.1.6. Bills, including regular bills and final bills, for 24 months.

4.4.1.7. Payments for 24 months.

4.4.1.8. Open service orders (approximately 2,500). CAW passes approximately

600 services orders to and from Cityworks daily (total 1,200), and typically

has 2,500 service orders open on any given day. Service order history will

be available in the Data Lake after go-live.

4.4.1.9. Existing contacts, historical correspondence, historical notes.

4.4.2. Cross-connection Microsoft Access database (as loaded into the Data Lake),

including:

4.4.2.1. Devices, including size, model, serial number, type (lawn, fire or domestic)

and location.

4.4.2.2. Ten (10) years of test history or all test history available, whichever is less.

4.4.2.3. Premise Type and Associated Customer Sensitivity (CAW list based on

NAICS codes).

4.4.2.4. Preferred Contact Information for Backflow Prevention Coordination.

Includes name, phone, alternate mailing address, title, email, etc.

4.4.2.5. Survey information including date mailed, date received, survey results as

shown in Attachment T, Letters, and survey author.

4.4.2.6. Historical Call and other correspondence notes.

4.5. CAW requires the identification of data in the various sources that needs to be scrubbed or

cleaned by CAW to ensure that information loaded into the new CIS solution is accurate and

will function within a production environment.

4.6. The Responder will provide and conduct an operational readiness test prior to cutover and data

conversion execution. The readiness test should compare the current CIS account status to that

of the converted data in the new CIS solution. The test results that are generated will support

the final “go” or “no-go” decision for the conversion.

Responder acknowledges requirements 4.1 – 4.6, with the following exceptions, if any.

4.7. The Responder is to describe their best practices methodology for converting data.

Responder’s Reply


4.8. Describe the Responder’s best practice methodology and tools that will identify data errors

and duplications for correction, including, but not limited to name, address, rate details, billing

information, and asset variants.

Responder’s Reply

4.9. Identify the tools necessary to convert and/or load data and verify that the converted data is

correct. Include the cost of such tools in the proposed price and identify how the tools will be

installed and accessed.

Responder’s Reply

4.10. Make recommendations with respect to the age and type of data that should be converted.

Describe which data should or should not be converted and give reasons for the time range.

Responder’s Reply

4.11. Describe the migration strategy for open work orders at the time of go-live.

Responder’s Reply

4.12. CAW currently uses InvoiceCloud as their online payment provider. Recommend how to

migrate existing customer recurring payments and other elections from InvoiceCloud to the

new EBPP vendor site.

Responder’s Reply

4.13. The Responder will map data between the legacy data (via the Data Lake) to the new CIS

solution. CAW is responsible to load the Data Lake from the source systems. The Responder

will be responsible for extraction from the Data Lake, transformation to the format required

for loading, and loading of all data into the new CIS. CAW will provide technical and business

SMEs to support the business logic understanding of the transformation. The Responder will

be responsible for development of conversion programs to conduct automated conversion of

legacy data from the Data Lake to the new CIS solution.

4.14. Present Responder’s responsibilities and CAW’s responsibilities related to data conversion

and data mapping as a table within this section. Use the following format and define the tasks

and responsibilities in detail:

Table 2: Data Conversion



5. SYSTEM CONFIGURATION AND INSTALLATION

This section shall describe the Responder’s services related to system configuration, installation and

deployment.

5.1. The Responder is expected to document all customizations and associated configurations.

5.2. The Responder will thoroughly test configurations and customizations (if any) prior to turning

over the system to CAW for user acceptance testing (UAT).

5.3. CAW requires that the requirements definition documentation and configuration documentation

be updated throughout the life of the project ensuring the accuracy and completeness of the Go-

Live configuration. “As-built” requirements and configuration documentation are a deliverable

of this implementation.


5.4. Describe the manner of ensuring that all items, requirements and business processes identified

during requirements definition are documented and accounted for in the configuration.

Responder’s Reply

5.5. Describe the work associated with installation of the CIS and all associated modules as well as

the tools required to support conversion, data quality analysis, testing and defect tracking.

Responder’s Reply

5.6. Map all software, modules and tools to the relevant environments.

Responder’s Reply

5.7. Describe how software updates and configuration changes will move from environment to

environment.

Responder’s Reply

5.8. Describe how CAW will be involved in these processes, up to the point of go-live, which is

described separately in a later section.

Responder’s Reply


5.9. The Responder will identify opportunities to team with CAW IS and business subject matter

experts to configure and test system configuration alternatives, including nightly batch

scheduling, in a manner that develops CAW expertise and enhances project outcomes. Such

approach shall not alleviate the responsibility of the Responder to provide a fully functioning

system.

Responder’s Reply

5.10. The Responder will identify opportunities to team with CAW IS and business subject matter

experts to configure and test workflows in a manner that develops CAW expertise and

enhances project outcomes. Such approach shall not alleviate the responsibility of the

Responder to provide a fully functioning system.

Responder’s Reply

5.11. Describe when each environment will become available: Production, Hot Standby,

Development, Testing, Training and Conversion Staging.

Responder’s Reply

5.12. Describe the configuration of each environment, including the number of servers and which

applications, systems and tools will be supported on each server in each environment,

including Production, Hot Standby, Development, Testing, Training and Conversion Staging.

Identify the number of users expected to be supported by each environment. Identify which

servers are specific to the optional systems.

Responder’s Reply

5.13. Describe how data and configurations will move from environment to environment.

Responder’s Reply

5.14. Describe differences, if any, between CAW IS privileges and access between the on-premises

Production environment and the SaaS development, testing, training and conversion staging

environments.

Responder’s Reply


5.15. Present Responder’s responsibilities and CAW’s responsibilities related to documentation

updates, configuration, installation and deployment as a table within this section. Use the

following format and define the tasks and responsibilities in detail:

Table 3: System Installation and Configuration



6. INTEGRATION AND INTERFACE DEVELOPMENT

This section shall be a description of the methodology for interface development that the Responder

will apply.

Note: The Responder’s development cost of each interface is to be included in the Pricing Schedule.

See Attachment R, Interfaces for information about the required interfaces with the proposed CIS

solution.

6.1. The Responder will conduct discovery on all interfaces and will provide leading practice

recommendations on interfacing these systems.

6.2. The Responder must provide an entity relationship diagram with all the interfaces and related

data transfers documented during the implementation.

6.2.1. Include interfaces between modules provided under this contract, e.g. CIS to the Mobile

Work Force Management System (MWFMS), CIS to Cashiering, CIS to Customer Self

Service Portal, etc., if such interfaces require configuration under this Scope of Work.

6.3. The Responder will conduct parallel testing as part of UAT. Parallel testing is entering the same

inputs into both legacy and new systems and verifying that their results match or are explainable.

These tests should also ensure integrated systems are updated and operating correctly, as listed in

the interface Attachment R.

6.4. The Responder is expected to team with CAW staff in testing interfaces in a manner that

develops CAW IS expertise. Such approach shall not alleviate the responsibility of the

Responder to provide a fully functioning system.


6.5. List experience with each interface in a separate table.

Responder’s Reply

6.6. Describe the functionality which is required on both the EBPP Customer Portal and the CIS

Customer Self-Service Portal, identify where functionality is considered out of the box in both

systems and, for CAW, which system’s functionality will be leveraged. Specifically identify any

areas where functionality will be duplicated between the systems to support other business

processes which are unique to each system. List additional out-of-the-box functionality for each

system which is not identified in the requirements, if any.

Responder’s Reply

6.7. In the new system, it is desired that an integration will be built that will query the GIS layers by

geolocating an applicant’s new service address. Once the service address has been successfully

geocoded, the address point can be used to query the service rate and fee-based polygon layers

and return a screen to the New Service Representative (NSR) for review, along with a map

directly from the GIS web mapping services. The NSR will review the proposed services, rates


and fees and accept, reject or modify as appropriate. The ArcGIS platform web map services

utilize a RESTful end point API for integration with CIS that is built on JSON technology.

Responder’s Reply

6.8. If the Responder chooses to propose a hosted or SaaS production environment, identify

additional risk mitigation strategies and recommendations to secure interfaces to on premise

systems.

Responder’s Reply

6.9. Present Responder’s responsibilities and CAW’s responsibilities related to interfaces as a table

within this section. Use the following format and define the tasks and responsibilities in detail:

Table 4: Interfaces



7. RATES

7.1. CAW desires the ability to easily add new service areas and new services within existing

areas. The Responder shall perform the configuration and development necessary to support

the rates, fees and taxes outlined in Attachment H in a way that positions CAW to meet this

objective.


7.2. Describe the approach recommended by the Responder to meet CAW’s objectives as outlined in

Attachment H.

Responder’s Reply

7.3. Present Responder’s responsibilities and CAW’s responsibilities related to rates as a table within

this section. Use the following format and define the tasks and responsibilities in detail:

Table 5: Rates



8. REPORTS

The Responder shall address each of the reports in Attachment S. Responders accomplish addressing

this listing by filling out the two columns on the right end of the Attachment S workbook.

8.1. Provide a listing of the CIS software’s current report library.

Responder’s Reply

8.2. Identification of which reports in Attachment S that will:

8.2.1. Require configuration.

Responder’s Reply

8.2.2. Require development.

Responder’s Reply

8.2.3. Will not be needed in the proposed CIS solution and why.

Responder’s Reply

8.3. Present Responder’s responsibilities and CAW’s responsibilities related to reports as a table


Table 6: Reports



9. LETTERS

The Responder shall address each of the letters in Attachment T. Responders accomplish addressing

this listing by filling out the two columns on the right end of the Attachment T workbook.

9.1. Provide a listing of the CIS software’s current letter library.

Responder’s Reply

9.2. Identification of which letters in Attachment T that will:

9.2.1. Require configuration.

Responder’s Reply

9.2.2. Require development.

Responder’s Reply

9.2.3. Will not be needed in the proposed CIS solution and why.

Responder’s Reply

9.3. Present Responder’s responsibilities and CAW’s responsibilities related to letters as a table


Table 7: Letters

Task CAW’s Responsibility Responder Responsibility


10. TESTING –VALIDATION, AND ACCEPTANCE

This section describes the Responder’s services related to testing, test validation, and test

acceptance.

CAW will review the proposed test plan prior to the beginning of testing and will either accept the plan or

indicate necessary changes to the testing. CAW and its consultants shall be the sole judge of whether all

conditions listed below for Final Acceptance of the proposed CIS solution have been met:

i. System hardware examination

ii. System functional competence examination

a) Approval of reports

b) Approval of letters

c) Approval of workflows

d) Approval of service orders

e) Ability to accept all types of payments through all channels

f) Ability to bill all rates, fees, and taxes

iii. System capacity examination

iv. System availability examination

v. Interface testing

vi. Training

vii. System documentation

viii. Knowledge transfer

ix. System Acceptance

10.1. The Responder must develop, document, and execute a “Test Plan” for each phase of testing

executed during implementation.

10.2. The Responder must provide test scripts to test the functionality of the proposed software and

must recommend a division of responsibilities between its staff and CAW staff for executing

the test scenarios and how the results of each test are to be documented and communicated.

10.3. The Responder is expected to provide testing training to CAW users who will be performing

testing.

10.4. The Responder is expected to deliver a production ready system before entering the UAT

phase. The Responder is expected to perform manual and automated testing to validate

performance in line with the criteria defined in Attachment F, Technical Requirements.

10.5. During the implementation effort, the Responder is expected to perform the following types of

testing:

10.5.1. Data conversion testing – tests and validation related to the conversion of data and

data migration.


10.5.2. Unit testing – tests the functionality of the system one functional requirement at a

time. Each business process is supported in accordance with the requirements in this

RFP document.

10.5.3. Integration testing – tests each integration piece to ensure data is passed successfully

between systems. All components of the CIS solution interoperate with one another

including the server operating software, client operating system software, database

software, networks, field-devices (mobile), printers, back-up facilities, and any other

required hardware and software components not listed. This testing specifically

includes testing of payment channels.

10.5.4. End-to-End System - tests the whole integrated system to ensure that all the different

pieces are working together correctly. System administration functionality is in place

and all permissions and all other configuration activities have been successfully

completed. Scripts should test end-to-end flows of accepted finalized business

processes. This testing specifically includes testing of payment channels.

10.5.5. Performance testing - tests the performance of the system under typical workloads to

ensure response times under typical peak conditions are acceptable.

10.5.6. Load testing - tests the performance of the system under peak workloads to ensure

response times at peak conditions are acceptable.

10.5.7. Performance Tuning - optimizes the system to the extent possible in the test

environment.

10.5.8. User acceptance testing - tests the fully functioning system based on ease of usability

to ensure the system works for the end user by department. UAT will be CAW’s

responsibility.

10.5.9. Parallel testing – a limited group of CAW and Billing Partner users will be required

to perform all daily tasks in both systems for a specified period to ensure full

functionality and proper configuration of the new system. The Responder shall

provide support for parallel testing.

10.5.10. Regression Testing – tests defect corrections identified in other phases of testing.

10.6. The Responder is expected to use an iterative process for testing.

10.7. The Responder is expected to report test results after each data conversion and remediation

recommendations.

10.8. The Responder is expected to report test results after each testing phase and remediation

recommendations. These reports will include metrics and entrance and exit criteria to verify

testing is achieving its goals and can proceed to the next phase of testing.

10.9. The Responder is expected use a best practice testing strategy and methodology including

testing, entrance, exit, and acceptance criteria for each phase of testing.

10.10. The Responder is expected to execute automated test scripts and utilize tools in which the

automated tests scripts will be developed and run to support automated regression testing.


10.11. The Responder is expected to use best practice testing methodologies that include a beta

testing process for customer-facing portals and CAW’s internal portals and dashboards.


10.12. Identify stages of testing, mapping the list above to each stage, and the goals to be achieved at

each stage.

Responder’s Reply

10.13. Describe Responder’s proposed tools to verify that converted data is accurate and properly

migrated to the testing environments.

Responder’s Reply

10.14. Describe Responder’s proposed testing management tool and process to manage testing and

reported bugs. Describe CAW’s anticipated use of the test management tool and how the test

management tool will interact with the Responder’s internal defect tracking system.

Responder’s Reply

10.15. List the best practice methodologies and tools on which the Responder will train CAW

personnel who will carry out testing.

Responder’s Reply

10.16. Identify the metrics that will be applied to verify that testing is achieving its goals.

Responder’s Reply

10.17. List existing test scripts to be provided to CAW, and/or describe the process used to generate

test scripts, needed to support testing.

Responder’s Reply

10.18. Describe how the system will support testing of collection streams and other time-based

business processes.

Responder’s Reply


10.19. Describe the process for performance testing and possible areas of automation testing.

Responder’s Reply

10.20. Describe a performance testing tool to be provided by the Responder or recommended for

CAW purchase or SaaS use, including costs.

Responder’s Reply


11. TRAINING – TECHNICAL, CORE TESTERS, AND SME USERS

This section describes the Responder’s services related to training.

Refer to Attachment U for a list of titles and functions of all end users of the system for use in

developing an estimate of training costs.

11.1. CAW reserves the right to video and/or audio record any and all training sessions,

whether held at CAW site, or via teleconference. Use of such recordings shall be strictly

for CAW staff training purposes.

11.2. The Responder shall be responsible for training CAW and Billing Partner’s personnel in all

aspects of the selected CIS and add-on components. The Responder is expected to provide

training services, which include a detailed training plan, development of training materials

based on CAW’s business processes and configurations, a set of training materials relevant

for each participant in the training classes, delivery of training services, testing of training

effectiveness and re-training where necessary to ensure an effective implementation of the

new CIS solution.

11.3. The proposed training plan must ensure an approach that validates that CAW’s personnel are

properly trained and ready to adopt the functional and technical responsibilities in a

production environment with the new CIS.

11.4. The Responders training plan should identify when end users should be trained to ensure

that the training timing is closely coordinated when each user will begin using the new

system.

11.5. Attachment U lists the titles and functions of users of the CIS solution for use in developing

an estimate of training costs. The Responder shall base training costs on a co-training model

in which the Responder will be responsible for all training and CAW staff will serve as co-

trainers with the Responder’s staff for all training classes.

11.6. The training plan must identify the following tasks for each training class:

11.6.1. When the training system(s) must be available for configuration

11.6.2. When the training system(s) will be configured

11.6.3. When the training system(s) will be populated with data

11.6.4. When training objectives will be submitted and approved

11.6.5. When draft training documentation will be submitted

11.6.6. When final training documentation will be submitted and approved

11.6.7. When training documentation will be produced (and by which party)

11.7. The training approach must focus on skill proficiency and include practice time for users to

ensure they are capable of performing their normal responsibilities on the first day of go-live

production.


11.8. The Responder must include a proficiency assessment that must be passed by each

resource that is trained. The assessments will be identified in conjunction with CAW

training staff (co-trainers) based on the agreed upon curriculum. CAW co-trainers will

approve the vendor learning objectives and evaluation criteria.

11.9. The Responder will collaborate with CAW co-trainers to ensure they have the

knowledge and materials to carry on training after project completion.

11.10. Training will be provided related to Rates as follows:

11.10.1. How to update rates on a periodic basis, including testing.

11.10.2. How to add a new service area, including loading new customers.

11.10.3. How to add a new service to an existing area.

11.10.4. How to configure default and required rates associated with billing entities

and political jurisdictions.

11.10.5. How to configure billing rate calculation formulas.

11.11. Responder shall provide training and documentation on creating and maintenance of

all templates. This would include any type of notification i.e. letters, emails, texts, and

bills.

11.12. Principle documents used for technical training and reference are tailored to reflect the

installed and as-configured CIS hardware, software, and user requirements. This must

include a guide describing all customizations and how CIS configuration, hardware, and

software may be impacted by vendor patches or upgrades.

11.13. Training will be provided to technical staff that will be responsible for operations and

maintenance of the CIS once it is installed. This training should be conducted prior to the

initiation of system testing so that the technical staff may participate in the deployment of

the system. IS System Administrators should be trained as technical subject matter experts

(SMEs).

11.14. The designated CAW IS staff will act as user-side administrators (administrating new users,

security profiles, etc.) as well as true system administrators (administrating systems,

databases, etc.). Technical training should include all operational functions, integration,

security, backup and recovery, database recovery and restore processes, additional

environment creation and management, creation, maintenance and scheduling of automated

regression tests, trouble shooting, bug reporting, maintenance updates and system

performance tuning.

11.15. Responder shall provide training on creating and maintenance of batch job functionality.

Training will provide how to identify when a batch process is required, scheduling batches,

determine dependencies on the batch run, frequency for the batch run, how to estimate the

length of time needed for the batch to run and provide resolution for batches error.

Responder shall provide documentation on the batch job functionality.


11.16. All end-user and technical training is to be performed by the Responder on-site throughout

all phases of the implementation.

11.17. Subject matter experts (SMEs) will be provided sufficient training so that they may fulfill

their role as mentors during Mock Go-Lives and immediately after Go-Live.

11.18. Responder shall provide training on Business Intelligence (BI) functionality.

11.18.1. The training shall include an overview BI solution design as well as detailed

training on best practice use of BI functionality for end users.

11.18.2. Responder shall provide documentation on the BI functionality.

11.18.3. Responder shall provide documentation on tables and fields used for the BI

functionality.

11.18.4. Responder shall update the BI functionality with new tables established from

new development or customization of the software.

11.18.5. The Responder is expected to provide training for CAW IS staff to clone and

modify BI cubes and reports.

11.19. Responder shall provide training for Customer Service Field Representatives (CSFRs),

supervisors and dispatchers in the use of the Mobile Work Force Management System

(MWFMS), if that module is selected. (MWFMS is an optional module). Training shall

include assigning, routing, completing and approving work, as well as emergency dispatch

and moving work from one representative to another during the day.

11.20. Responder shall provide training to Customer Service Representatives (CSRs), supervisors

and management in use of the Customer Portal, EBPP Payment Portal, mobile portals and

IVRs, including the ability of CSRs to monitor customer user sessions.

11.21. The Responder will provide principle classroom instructors/trainers who will be

responsible for and provide training and documentation that have formal classroom

instructor training experience and relevant experience with the software and hardware.

11.22. Each training session will include, at minimum, participant evaluation forms measuring

facilities, materials, instructor, and training objectives, and provides opportunities for

suggestions.

11.23. The Responder is expected to ensure that all identified CAW staff in the areas described in

Attachment U shall pass proficiency measures before the project will be considered final

and accepted.

11.24. Training should be repeated as often as is necessary to achieve these proficiency measures.

11.25. The Responder will prepare all training manuals and submit them (in Microsoft Word or

similarly editable electronic form, and a hardcopy at CAW's discretion) to CAW no less

than ten (10) working days prior to the start of any classroom instruction.


11.26. All training materials will become the property of CAW for use in future employee

training.

11.27. The Responder is expected to deliver documentation (referenced in section Documentation)

needed to support training in a manner that supports CAW business processes and

configuration of the system.

11.28. The Responder is expected to document areas identified as part of the mock go-lives where

additional training would be beneficial and include those areas in the next training session.

11.29. The Responder will train the Core Project Team as relates to the needs of the project. This

training shall be completed prior to User Acceptance Testing.

11.30. The training must address the specific Quality Assurance (QA) checkpoints that CAW

personnel will utilize to ensure that system functions and processes are running

appropriately. These QA checkpoints, may include reports or other methods to allow CAW

to ensure completeness and accuracy, e.g. QA to ensure that active accounts are billing

appropriately.


11.31. All training required for successful implementation and operation of the new CIS must be

described in detail in the Responder’s proposal.

Responder’s Reply

11.32. Responder shall recommend any prerequisite skills required to utilize BI functionality.

Responder’s Reply

11.33. Responder shall recommend any prerequisite skills required to utilize batch job

functionality.

Responder’s Reply

11.34. Based on the users defined in Attachment U and the training plan proposed in the project

schedule provided above, identify the training facilities recommended, including proposed

class size, equipment required per class, and number of simultaneous classes anticipated, if

any.

Responder’s Reply

11.35. Describe Responder’s proposed system or method to schedule, track and report training

attendance and individual training performance.

Responder’s Reply


11.36. Present Responder’s responsibilities and CAW’s responsibilities related training as a table

within this section. Use the following format and define the tasks and responsibilities in

detail:

Table 8: Training



12. DOCUMENTATION

This section describes the Responder’s services related to documentation. Each of the required

services is expected to be addressed in the proposal.

12.1. The Responder will provide complete product documentation for CIS functional and EBPP,

technical and implementation aspects of the system to include optional modules, Third

Party Bill print and Mobile Work Force Management, if implemented.

12.2. Attachment I, CIS Functional Pricing Schedule must include Responder’s modification of

standard documentation to reflect the CAW’s specific requirements for the CIS solution.

12.3. The Pricing Schedule must include documentation of the CAW’s configuration of the CIS

solution

12.4. Attachment J, Bill Payment and Presentation Pricing Schedules must include Responder’s

modification of standard documentation to reflect the CAW’s specific requirements for the

solution.

12.5. Attachment K, Third Party Bill Print Pricing Schedules must include Responder’s

modification of standard documentation to reflect the CAW’s specific requirements for the

solution.

12.6. Attachment L, Mobile Work Force Management Pricing Schedules must include

Responder’s modification of standard documentation to reflect the CAW’s specific

requirements for the solution.

12.7. Documentation should include the Responder’s standard reference manuals, customized to

reflect CAW's configuration and business processes, training materials, systems

administration manuals, and product technical specifications, as follows:

12.7.1. Standard documentation for each product and module will be delivered to the

Project Team at the start of the design phase.

12.7.2. Reference manuals customized to reflect CAW’s configuration and business

processes will be provided two weeks prior to the first Mock Go-Live.

12.7.3. Reference manuals customized to reflect CAW’s final configuration and as

implemented business processes will be provided within one month of system

acceptance.

12.7.4. Training materials will be provided no later than two weeks prior to the start of

each training session.

12.7.5. Systems administration manuals will be provided at the time of system

installation.

12.7.6. Product technical specifications will be provided at the project kick-off.

12.8. The Responder will provide user manuals and on-line help flowcharts/tutorial by business

process.


12.9. The Responder will provide software configuration documentation.

12.10. The Responder will provide technical documentation for all required and optional modules,

if implemented.

12.11. CAW expects that the Responder will create and modify documentation during the course

of the project. The documentation will be used as a touchstone for decision-making and

updates after the project.

12.12. Documentation for EBPP will include all configurations which are unique to CAW’s

implementation, whether changes, if any, would be implemented by the EBPP service

provider or CAW.

12.13. Documentation for MWFMS will include all configurations which are unique to CAW’s

implementation, whether changes, if any, would be implemented by CAW.

12.14. Documentation will cover all systems and modules provided under this Scope of Work.

12.15. Standard documentation will be provided for all tools provided under this Scope of Work.


12.16. Present Responder’s responsibilities and CAW’s responsibilities related to documentation

and document development as a table within this section. Use the following format and

define the tasks and responsibilities in detail:

Table 9: Documentation



13. GO-LIVE/POST GO-LIVE STABILIZATION

It is expected that the Responder will deploy a best practice transition methodology.

13.1. The Responder will develop and document a transition plan for all activities and

responsibilities to CAW’s functional and technical production teams who will operate and

support the system post Go-Live.

13.2. The Responder will develop, document, and perform an operational readiness assessment of

the new CIS. The assessment must be comprehensive to determine if the production

environment network, database, application, infrastructure, optional modules, and CAW’s staff

are ready to transition to production cutover.

13.3. The Responder is expected to identify and document cut-over tasks and provide a

comprehensive checkoff list.

13.4. The Responder is expected to identify, document, and participate in go and no-go decisions.

13.5. The Responder expected to identify metrics for conversion durations and what the acceptable

conversion window is for cutover.

13.6. The Responder is expected to identify and document points of no return.

13.7. The Responder is expected to identify and document back-up and roll back procedures.

13.8. CAW expects three mock-go-live exercises to be conducted prior to the go-live cutover.

Mock-go-live must be timed and must include all cutover activities that will be executed in the

real-go-live. Mock-go-lives will be timed to insure go-live can be accomplished within an

acceptable time window. The Responder will be responsible for creating a formal mock-go-

live plan and cutover plan.


13.9. Explain your transition methodology.

Responder’s Reply

13.9.1. Identify tasks to complete prior to go-live.

Responder’s Reply

13.9.2. Identify processes to complete in the existing CIS prior to go-live.

Responder’s Reply

13.9.3. Identify manual processes typically done after the new CIS system is brought up after

go-live and before the system is given to staff for daily processing.


Responder’s Reply

13.10. Provide a sample post-conversion checklist of data that will need to be converted and

validated. In-flight transactions, open service orders, and payment plans are example key

pieces of data.

Responder’s Reply

13.11. Explain how simultaneous implementation of EBPP impacts the go-live transition plan.

Responder’s Reply

13.12. Explain how the SaaS development, testing, conversion staging and training environments and

the on-premises production environment impact the go-live transition plan.

Responder’s Reply

13.13. Explain how transition from Cityworks to Mobile Work Force Management impacts the go-

live transition plan.

Responder’s Reply

13.14. Identify risks, if any, and proposed mitigation strategies related to mock go-lives in the

Production environment prior to go-live.

Responder’s Reply

13.15. Present Responder’s responsibilities and CAW’s responsibilities related to Go-Live as a table


Table 10: Go-Live



14. PERFORMANCE TUNING

14.1. The Responder is expected to optimize the system to the extent possible in the production

environment. The Responder will provide three months of optimization services based on

actual load to ensure optimum performance. Tuning will be performed collaboratively with the

CAW IS technical team.



15. POST GO-LIVE SUPPORT

15.1. The Responder will be required to provide on-site post go-live support for a period of up to

six (6) months for the purpose of resolving issues where the system is not operating as

designed and/or to transition knowledge of the system to CAW.

15.2. The Responder will perform the following tasks:

15.2.1. A post production audit to identify performance issues

15.2.2. Record and track all support issues

15.2.3. Develop and implement plans to correct outstanding issues

15.2.4. On-call to assist with any potential operational issues

15.3. The Responder will assist CAW in evaluation of all SaaS environments and develop criteria

for decommissioning or quiescing SaaS environments. Assume at least one development, one

test and one training environment will remain active post go-live, with additional systems

brought back on-line as needed for major upgrades. The Responder will assist CAW in

decommissioning or quiescing SaaS environments which meeting the to-be-defined criteria:

15.3.1. Immediately after go-live

15.3.2. One month after go-live

15.3.3. Three months after go-live

15.3.4. Six months after go-live


15.4. The Responder will present how the post go-live support will be implemented based on the

overall implementation approach.

Responder’s Reply


16. POST GO-LIVE TRAINING DOCUMENTATION

16.1. The Responder shall update training documents through post go-live to maintain the accuracy

of the training and to ensure it matches the current functionality.

16.2. The Responder shall provide the updated training documents in a format from which CAW

will be able continue to update the training.



17. WARRANTY AND MAINTENANCE INFORMATION

17.1. CAW requires that the Responder has sole responsibility for providing necessary corrections

to software performance and/or functionality under terms of warranty and maintenance

agreements.

17.2. All modifications to the application and database agreed-to between CAW and the

Responder shall be incorporated in base code and Responder shall bring forward these

modifications in new releases without additional charge to CAW.


17.3. Provide all warranty information in Responder’s standard format (as an attachment). If

warranties are provided by additional system vendors (such as cashiering or BI), provide

document of those warranties as well.

Responder’s Reply

17.3.1. Identify the time period of coverage of each warranty. CAW expects that the

Maintenance Agreement will go into effect upon go-live and that CAW will make

its first annual maintenance payment at that point.

Responder’s Reply

17.4. Both in the Pricing Schedules, and at this point in the proposal, identify which level of

maintenance support is being priced for the five-year period as part of the not-to-exceed

offering.

Note: Support services as identified in a Maintenance Agreement must be provided for

the proposed CIS software by the Responder for at least five (5) years following start of

maintenance.

Responder’s Reply

17.4.1. Describe how the Responder will serve as initial point for contact for all

applications and systems provided under this proposal. Describe the circumstances

under which other vendors would be involved in resolving issues, and the method

for tracking problem resolution across all vendors.

Responder’s Reply

17.4.2. State the annual cost to CAW of each maintenance plan option available, along with

a description of coverage hours, methods of support available to CAW staff,

problem resolution times, etc.

Responder’s Reply


17.5. Specific warranty and maintenance points, in addition to the above, to which Responder

shall respond:

17.5.1. Indicate which components of support are outsourced.

Responder’s Reply

17.5.2. Indicate how customers are informed of any known system problems or bugs in

each system provided under this Scope of Work.

Responder’s Reply

17.5.3. Describe the mechanism for informing customers of upgrades.

Responder’s Reply

17.5.4. Describe how each vendor in the Responder’s team will access CAW’s

installation for maintenance assistance and how CAW acquires upgrades and

patches from each vendor.

Responder’s Reply

17.5.5. Describe available training and support related to version changes.

Responder’s Reply

17.5.6. Indicate whether each vendor in the Responder’s team maintains an electronic

‘knowledge base’ of known problems that CAW may access on-line.

Responder’s Reply

17.5.7. Describe each vendor’s escalation process in the event CAW is not satisfied

with the quality or timeliness of responses to problems.

Responder’s Reply

17.5.8. Describe professional post-implementation services for application

development, configuration, and interface development; describe the resources

available and costs for each vendor in the Responder’s team and the modules

supported by each vendor.

Responder’s Reply


17.5.9. CAW requires access to escrowed source code. Describe source code escrow

access procedures, conditions under which escrowed source code is released,

and typical annual escrow costs (include escrow costs in the Pricing Schedule).

Responder’s Reply

17.5.10. Describe any User Forum, User Groups, or Development Community hosted

by each vendor in the Responder’s team. Describe the type and frequency of

organized meetings or communications.

Responder’s Reply

17.5.11. Indicate whether each vendor in the Responder’s team publishes to customers a

customer contact list to facilitate discussions among customers, e.g. user

groups.

Responder’s Reply


ATTACHMENT H – RATES

CONTRACT:



ATTACHMENT H - RATES

Introduction

Central Arkansas Water (CAW) provides water services to approximately 140,000 customers in the Cities of

Little Rock, North Little Rock, and surrounding municipalities and unincorporated areas. CAW also provides

billing and collections services for 14 local utilities, municipalities, and improvement districts, defined as billing

partners in the RFP glossary. CAW billing partners provide other services such as wastewater, sanitation, debt

surcharges, infrastructure and improvement services, and property owner’s association services. Currently, any

customer receiving services from CAW billing partners also receives water from CAW. Customers receive one

bill per month which includes both CAW water charges and billing partner charges.

Going forward, CAW will continue to use this model and to provide billing services on an ongoing basis to

additional billing partners. CAW desires a standardized methodology and a fully configurable rate structure which

enables them to quickly take on new billing partners while accommodating a variety of rate scenarios.

It is critical that the rate configuration support:

Addition of new billing partners which may have unrelated services, payment channels, and collection

streams and which may or may not fall within CAW service area.

Periodic changes in the dollar amounts associated with each rate, assuming a reasonable (1 month) notice.

Tax and franchise fee rate changes, assuming a reasonable (1 month) notice is available before the change

must be implemented.

Any rate, item or fee should be structured in such a way that franchise fees or sales tax may or may not

apply to it. Sales tax and franchise fees should act as an attribute to the rate and be fully configurable to

support all possible combinations.

Penalties related changes, assuming a reasonable (3 month) notice is available before any change must be

implemented.

o Penalties should act as an attribute to the rate and be fully configurable to support all possible

combinations.

Merging or division of billing partners, also with reasonable notice.

Extension of billing partner service area coverage, with less notice for individual accounts, and greater

notice for larger numbers of accounts.

What follows is an explanation and description of CAW rates, billing partner rates, and a representation of billing

partners services, taxes, franchise fees, etc.


CAW water rates are split between inside and outside city boundaries. For CAW, ‘inside city’ is defined as any

premise located within the boundaries of Little Rock or North Little Rock. ‘Outside city’ is defined as premises

located in any unincorporated areas or other inside other cities located within the Utility’s retail service area.


Volumetric water rates are tiered based on customer class, but are structured in a two-tiered, inclining block. The

minimum service charge, varies by meter size.

CAW collects one Safe Drinking Water fee per account receiving potable water. CAW also charges a Watershed

Protection fee per meter. Accounts with multiple meters have multiple Watershed Protection fees.

Currently, taxes apply to all CAW water rates and fees except debt surcharges, late charges, and the Safe Drinking

Water fee. Franchise fees apply to all CAW charges except debt surcharges, late charges, the Safe Drinking Water

Fee and sales tax. CAW applies a 10% late payment penalty for all customers receiving CAW water. Billing

partners may apply additional penalties and late payment charges for other services.

Inside City residential customers with a single house meter (no sprinkler) using between 1 and 3 CCF per month

are given a 15% conservation rate discount. This applies to water minimum and water volumetric charges. This

discount does not apply for zero consumption billings.

Information on wholesale water rates, raw water, ancillary service charges, engineering/new service charges, fire

service, deposits, new connection costs, and other charges can be found at the end of this appendix. CAW charges

fire service rates, which are discussed in the Fire Service section found below.

Table 1: CAW Charges


# of Accounts 137,000

Services Provided

Water / Irrigation Yes

Fire / Sprinkler Yes

Debt Service Fee Yes

Service Charge or Minimum

Minimum - Inside City Charges

5/8" $7.85

3/4" $10.14

1" $14.41

11/2 " $24.37

2" $39.52

3" $73.07

4" $118.85

6" $235.08

8" $397.64

10" $572.49

12" $1,042.65



Minimum - Outside City Charges

5/8" $10.28

3/4" $13.28

1" $18.87

11/2 " $31.90

2" $51.73

3" $95.64

4" $155.58

6" $307.72

8" $520.51

10" $749.83

12" $1,364.83

Service Charge or Minimum Includes

Domestic 2 CCF

Commercial 2 CCF

Industrial 2 CCF

Water Volumetric Charges

Inside City: 3-33 CCF

Residential $1.71

Commercial $1.60

Large Volume $1.30

Sprinkler $1.71

Inside City: >33 CCF

Residential $2.22

Commercial $1.60

Large Volume $1.30

Sprinkler $2.22

Outside City: 3-33 CCF

Residential $2.73

Commercial $2.56

Large Volume $2.09

Sprinkler $2.73

Outside City: >33 CCF

Residential $3.57

Commercial $2.56

Large Volume $2.09



Sprinkler $3.57

Fees

Safe Drinking Water Fee $0.30

Watershed Protection Fee

5/8" $0.45

3/4" $0.45

1" $0.68

1 1/2" $1.13

2" $2.25

3" $3.60

4" $6.75

6" $11.25

8" $22.50

10" $36.00

CAW Debt Surcharges

CAW currently only imposes one debt surcharge applicable to customers located generally within the City of

Maumelle. Residential Maumelle accounts with more than one meter are only charged the debt surcharges on one

meter. Commercial or industrial Maumelle accounts pay debt surcharges on all meters. In the future, there may be

surcharges for other geographic areas. The Intermediate and long-term charges are depicted on monthly customer

bills as one lump sum total. When the intermediate debt is satisfied, CAW will only charge the long-term debt

amount.

Table 2: CAW Debt Surcharges

Meter Size Intermediate Long-Term Penalties Sales Tax Franchise Fees

5/8” $4.92 $15.67 No No No

¾” $4.92 $15.67 No No No

1” $25.09 $79.92 No No No

1 ½” $37.39 $119.09 No No No

2” $50.18 $159.83 No No No

3” $62.48 $199.01 No No No

4” $75.28 $239.75 No No No

6” $149.05 $474.71 No No No

8” $251.89 $802.25 No No No


Billing Partner Relationships

CAW billing partners provide a variety of services to their customers including sewer, sanitation, improvement

districts, and debt fees for a variety of billing entities. They range in size, rate complexity, and combination of

services offered. CAW grants certain billing partners read/write access to CIS in order for them to edit their own

customer data.

Depending on service location, billing partners may be required to collect franchise fees from some accounts.

Four of the billing partners observe an Inside/Outside City distinction in their rate structure. This refers to the

premises location in relation to the municipal boundaries of the billing partner entity.

Sales tax on billing partner charges and fees varies by municipal boundaries and billing entity. However, in the

state of Arkansas, sales tax is not applicable to sewer related charges.

Currently, any customer receiving services from a billing partner is also receiving water from CAW and is subject

to CAW water rates (and penalties). CAW is interested in providing billing and collection services to potential

future billing partners outside the current CAW water service area. Penalties for non-water charges are

determined by the billing partner.


CAW remits payment to the billing partners via a settlement process handled manually outside the CIS, using

reports generated from the CIS. CAW requires that this process be handled systematically within the CIS in the

future with nominal human input.

Settlements occur monthly for most billing partners except North Little Rock Wastewater and Little Rock Water

Reclamation Authority, which receive a remittance nine times each month which corresponds to the nine billing

cycles. Settlements equate to charges billed on behalf of the billing partner less any credits, write offs,

adjustments, or billing services fees, plus recoupment charges. For North Little Rock Wastewater and Little Rock

Water Reclamation Authority, the netting of credits, write-offs, recoupments, etc., only occurs one time per month

(Cycle 9). The remaining eight settlements only include customer charges and franchise fees billed on their

behalf.

The billing services fee is a fee charged by CAW to billing partners for providing billing and collections services.

It is unique to each billing partner and can increase yearly. Not all billing partners pay the billing services fee. The

below table demonstrates an example billing partner settlement calculation.

Table 3: Sample Billing Partner Settlement Calculation

Billing Partner Settlement Example Calculation

$10,000.00 Charges Billed

- ($500.00) Credit Memos

- ($200.00) Write Offs


Billing Partner Settlement Example Calculation

- ($250.00) Adjustments

+ $300.00 Recoupment Charges

- ($450.00) Billing Services Fee

= $8,900.00 Total


145th Street is a billing partner to CAW which provides sewer services to its customers. Along with sewer

minimums and consumption, CAW bills 145th Street customers a monthly infrastructure charge (Sewer Reserve

fee). Currently, 145th Street charges are not taxed and do not receive late payment fees or franchise fees. The 145th

Street settlement follows the standard once monthly settlement process.

Table 4: 145th Street Water & Sewer


# of Accounts 200

Services Provided

Sewer Yes

Improvement District: Community

Service Fee / Infrastructure Charge

Yes


Default Rates

Domestic $26.16

Commercial $65.41

Light Industrial $444.76

Heavy Industrial $1,061.44


Domestic 2 CCF

Commercial 5 CCF

Light Industrial 35 CCF

Heavy Industrial 115 CCF

Volumetric Charges per CCF

Domestic $4.63

Commercial $4.63


Heavy Industrial $4.63

Infrastructure Charges (Sewer Reserve Fee)

Domestic $15.50

Commercial $25.00



Sprinkler $25.00

Schools $100.00

Industrial $300.00

Arch Street Pike Water Improvement & Fire Protection District 116 of Pulaski County

Arch Street is an improvement district billing partner. Arch Street customers receive a monthly improvement

district infrastructure charge. This is a flat fee determined by meter size. This infrastructure fee is not currently

eligible for sales tax, late payment fees, or franchise fees. Arch Street settlement follows the standard once

monthly settlement process.

Table 5: Arch Street Pike Water Improvement & Fire Protection District 116 of Pulaski County

Arch Street Pike Water Improvement & Fire

Protection District 116 of Pulaski County

# of Accounts 2,600

Services Provided



Yes


Default Rates

5/8" $9.99

1/2" $9.99

3/4" $11.22

1" $13.89

11/2 " $20.55

2" $25.35

3" $39.05

4" $55.50

6" $99.39

8" $148.70

10" $210.39

12" $278.92

Minimum/Service Charge Includes

Meter Size All N/A

Brushy Island Water Association Inc.

Brushy Island is a small utility district that CAW assumed in bankruptcy receivership which charges a debt

surcharge to its customers. CAW treats it as a billing partner since it is a separate legal entity. This surcharge is


determined by meter size. Franchise fees, late payment fees, and sales tax are not currently charged on the Brushy

Island surcharge. Brushy Island settlements follow the standard once monthly settlement process; however, CAW

does not charge Brushy Island a billing services fee.

Table 6: Bushy Island Water Authorities

Brushy Island Water Authorities

# of Accounts 450

Services Provided

Improvement District: Debt Service Fee Yes


Default Rates

5/8" $19.95

1/2" $19.95

3/4" $25.77

1" $36.57

11/2 " $62.07

2" $100.30

3" $185.65

4" $302.02

6" $595.73

8" $947.63

10" $1,357.71

12" $2,477.13


Meter Size All N/A

Cammack Village Urban Service District

Cammack Village is a billing partner to CAW which charges a community service fee per month regardless of

meter size or customer class. This fee expires on October 30th, 2025. It is not currently eligible for late payment

charges, sales tax, or franchise fees. Cammack Village settlements follow the standard once monthly settlement

process.

Table 7: Cammack Village Urban Service District

Cammack Village

# of Accounts 400

Services Provided



Yes


Cammack Village


Default Rates

Customer Class - All $20.00

Meter Size – All $20.00


Customer Class - All N/A

Meter Size - All N/A


CAW provides billing services for a small number of Mayflower Wastewater customers that lie within the CAW

service area. As a billing partner, Mayflower Wastewater provides sewer services to its customers. Customers in

Mountain Crest Estates are also charged a pump maintenance fee. Currently, Mayflower sewer charges are not

taxed, nor eligible for late payment charges or franchise fees. Water meters are read in CCF units, but sewer

charges are billed in gallons per the Mayflower rate ordinance. Mayflower Wastewater settlements follow the

standard once monthly settlement process.

Table 8: Mayflower Wastewater


# of Accounts 18

Services Provided

Sewer Yes


Default Rates





Meter Size – All N/A

Water or Sewer Volumetric Charges per

CCF



Penalties, Fees

Pump Maintenance Fee $10.00



Frazier Pike is a smaller water improvement district organized to extend CAW water service to its area. Frazier

Pike customers are considered water customers of CAW, and CAW manages all business aspects of Frazier Pike.

CAW treats Frazier Pike as a billing partner since it is a separate legal entity. As a billing partner, Frazier Pike

collects a debt surcharge from its customers to repay debt incurred to extend CAW water service to its customers.

This surcharge is flat regardless of meter size or customer class. At present, it is not taxed or eligible for franchise

fees. It is subject to late payment charges. Frazier Pike settlements follow the standard once monthly settlement

process; however, CAW does not charge Frazier Pike a billing services fee.

Table 9: Frazier Pike Public Facilities Board

Frazier Pike

# of Accounts 63

Services Provided



Default Rates





Meter Size – All N/A

City of Sherwood

City of Sherwood provides sanitation and sewer services. The services are set up as two separate billing entities.

Each billing entity receives a separate billing services fee. Sherwood settlements follow the standard once

monthly settlement process. Sherwood Sanitation remittance is separate from Sherwood Wastewater remittance.

Sanitation

As a CAW billing partner, the City of Sherwood Sanitation Department provides monthly sanitation and recycling

services to its customers. Rates for Sherwood Sanitation are determined by customer class. Currently, sanitation

charges are taxable but are not eligible for franchise fees. Sherwood Sanitation charges are eligible for a $5 late

payment charge.

Table 10: City of Sherwood

Sherwood Sanitation


Services Provided


Sherwood Sanitation

Sanitation / Recycling Yes


Default Rates / Inside City (if applicable)

Domestic $17.00

Commercial $17.00


Garbage Container(s) 1

Recycling Container(s) 0

Additional Sanitation Containers

Residential Additional Container, 2nd Container $8.00

Commercial Additional Container, 2nd Container $8.00

Recycling $2.84

Penalties, Fees

Sanitation Penalty $5.00

Wastewater

The City of Sherwood Wastewater Utility provides sewer services to its customers. Sherwood Wastewater rates

are split among inside and outside City boundaries. Sherwood Wastewater charges are not currently subject to tax,

late payment charges, or franchise fees. (Note that Sherwood residents do pay a franchise fee on their water

charges.) Many of City of Sherwood customers receive their sewer services from North Little Rock Wastewater.

Table 11: Sherwood - Wastewater

Sherwood - Wastewater

# of Accounts 5,500

Services Provided

Sewer Yes


Inside City Rates

Customer Class – All $15.00


Outside City Rates


Meter Size - All $18.76


Customer Class – All 4 CCF

Meter Size - All 4 CCF


Sherwood - Wastewater

Sewer Volumetric Charges per CCF

Inside City

Residential $3.75

Commercial $3.75

Large Volume $3.75

Outside City

Residential $4.69

Commercial $4.69

Large Volume $4.69

City of Wrightsville

The City of Wrightsville provides sanitation and sewer services. There is one combined settlement for both

Wrightsville Sanitation and Wrightsville Sewer, which follows the once monthly settlement process. CAW

charges only one billing services fee for the City of Wrightsville based on the total number of bills generated.

Sanitation

City of Wrightsville Sanitation provides sanitation services to its customers. Wrightsville Sanitation rates are flat

regardless of customer class or number of containers. Penalties and franchise fees do not currently apply to

Wrightsville Sanitation rates, but sales tax does.

Table 12: City of Wrightsville - Sanitation

Wrightsville - Sanitation

# of Accounts 265

Services Provided



Default Rates

Domestic $8.00

Commercial $8.00


Heavy Industrial $8.00


Garbage Container(s) Unlimited


Additional Container, 2nd Container $0.00


Sewer System

City of Wrightsville Sewer minimum charge is flat irrespective of customer class or meter size, but volumetric

rates differentiate between customer classes. Currently, penalties, sales tax, and franchise fees do not apply to

Wrightsville sewer charges.

Table 13: City of Wrightsville – Sewer System

Wrightsville - Sewer System

# of Accounts 267

Services Provided

Sewer Yes


Default Rates




Meter Size All 1 CCF


Residential $1.04

Commercial $0.64

Heritage Park Urban Service District

Heritage Park is an improvement district billing partner which provides property owner’s association services to

customers via a monthly, flat fee which is not presently eligible for penalties, franchise fees, or sales tax. Heritage

Park settlements follow the standard once monthly settlement process.

Table 14: Heritage Park Urban Service District

Heritage Park

# of Accounts 41

Services Provided

Improvement District: POA Yes


Default Rates







City of Little Rock Solid Waste Department

Little Rock Solid Waste provides sanitation and recycling services to its customers. CAW bills Little Rock Solid

Waste customers a flat charge for service and a surcharge for additional containers. Recycling is not available to

commercial accounts. Presently, Little Rock Solid Waste sanitation charges are taxed and eligible for late

payment charges, but are not eligible for franchise fees. Little Rock Solid Waste offers a discount subsidy

program. Qualifying low-income residential customers receive $2.32 off their monthly flat rate. Little Rock Solid

Waste employees manage this discount program. Little Rock Solid Waste settlements follow the standard once


Table 15: City of Little Rock Solid Waste Department

Little Rock Solid Waste Collection Service Division


Services Provided



Default Rates

Domestic $22.02

Commercial $28.80






Residential Additional Container, 3rd Container $7.00

Commercial Additional Container, 2nd Container $7.20

Commercial Additional Container, 3rd Container $7.20

Recycling / Container, Each additional $2.07


Little Rock Water Reclamation Authority (LRWRA) provides sewer services to its customers. LRWRA rates are

determined by inside and outside City boundaries, customer class, and meter size. LRWRA charges are not

currently eligible for sales tax.

LRWRA charges a monthly Service Line Replacement fee for 5/8” and 3/4” meters. This is not subject to

franchise fees or sales tax. Currently, LRWRA sewer rates are not subject to late penalty. Inside City accounts pay

a 10% franchise fee based on sewer charges excluding the Service Line Replacement fee.


LRWRA settlement process occurs nine times each month. Remittances for cycles 1-8 include only charges billed

on LRWRA’s behalf. Cycle 9 remittance is the ‘true up’ settlement - which subtracts any credit memos, write

offs, adjustments, etc., and adds recoupment charges.

LRWRA offers a subsidy program. Qualifying customers are exempt from volumetric sewer charges and only pay

the minimum per their meter size.

Average Winter Consumption

LRWRA applies an averaged winter sewer consumption all year for customers with sufficient consumption

history. Averaged sewer consumption in winter months (Average Winter Consumption/AWC) is applied all year

for inside and outside City residential accounts. LRWRA calculates the AWC using actual reads and no less than

three months’ consumption (excluding sprinkler) derived from October through March bill dates. Winter months

with zero consumption are not included in the average. AWC is calculated each year. For residential customers

with insufficient water consumption history in the previous winter period, the sewer rate will apply to actual water

consumption until such time that an AWC can be calculated. The AWC is rounded to the nearest whole number

(i.e., 4.2 is rounded to 4, 4.5 is rounded to 5).

Table 16: Little Rock Water Reclamation Authority



Services Provided

Sewer Yes


Default Rates / Inside City Rates

5/8" (Domestic) $10.78

3/4" (Domestic) $13.88

1" (Domestic) $20.99

11/2 " (Non-domestic) $37.06

2" (Non-domestic) $57.51




5/8" (Non-domestic) $10.78



Outside City Rates

5/8" (Domestic) $16.17

3/4" (Domestic) $20.82

1" (Domestic) $31.49



11/2 " (Non-domestic) $55.59












Inside City Domestic $1.84

Inside City Non-domestic $2.88

Outside City Domestic $2.77

Outside City Non-domestic $4.33

Debt Repayment per CCF

Domestic Inside City $2.14

Domestic Outside City $3.22

Non-Domestic Inside City $2.51

Non-domestic Outside City $3.78

Fees

Service Line Replacement Fee $1.00

Woodland Ridge Sewer Improvement District #226

Woodland Ridge is a sewer improvement district managed by Little Rock Water Reclamation Authority.

Currently, it charges a flat service charge which is not subject to franchise fees, sales tax, or penalties. Woodland

Ridge customers are also subject to all charges imposed by LRWRA, including the Service Line Replacement fee.

Woodland Ridge settlement is included in the LRWRA settlement process and is not charged a billing services fee

by CAW.

Table 17: Woodland Ridge Sewer Improvement District #226

Woodland Ridge - Sewer Improvement District

#226

# of Accounts 95

Services Provided

Improvement District: Community Yes


Woodland Ridge - Sewer Improvement District

#226



Default Rates






City of Maumelle Sanitation (coming 2018)

CAW anticipates adding Maumelle Sanitation as a separate billing partner in mid-2018. Maumelle Sanitation

rates are tiered with each additional trash container. Recycling bins are complimentary. At present, Maumelle

sanitation rates are taxed, but do not have franchise fees.

Table 18: City of Maumelle Sanitation

Maumelle Sanitation (beginning mid-2018)

# of Accounts 7,000

Services Provided



Default Rates







Residential Additional Container, 3rd Container $5.00

North Little Rock Wastewater

North Little Rock Wastewater provides sewer services to its customers. Under the jurisdiction of North Little

Rock Wastewater are a series of sub utilities which are either sewer providers (Gravel Ridge, Runyan Acres) or an

improvement districts (Rixey, Eureka Gardens). North Little Rock sewer rates are subject to a late payment fee of

10% of sewer charges. Currently, sewer rates are not subject to sales tax but are subject to a 6.9% franchise fee

within the city limits of North Little Rock.


North Little Rock settlement process occurs nine times each month. Remittances for cycles 1-8 include only

charges billed on behalf of North Little Rock. The final cycle 9 remittance is the ‘true up’ settlement - which

subtracts any credit memos, write offs, adjustments, and the billing services fee, etc., and adds recoupment

charges.

Average Winter Consumption

North Little Rock Wastewater also uses an Average Winter Consumption for sewer charges all year. Averaged

sewer consumption in winter months (Average Winter Consumption/AWC) is applied all year to residential North

Little Rock accounts. North Little Rock calculates the AWC using actual reads and no less than three months’

consumption (excluding sprinkler) resulting from November through April bill dates. Winter months with zero

consumption are not included in the average. Sewer consumption is updated each spring after the AWC is

calculated. For residential customers with insufficient consumption history in the previous winter period, the

sewer rate will apply to actual consumption until an AWC can be calculated. North Little Rock AWC always

rounds up (i.e., 4.2 is rounded up to 5).

Table 19: North Little Rock Wastewater Utility

North Little Rock Wastewater Utility


Services Provided

Sewer Yes


Default Rates




Customer Class - All 4 CCF


Water or Sewer Volumetric Charges per

CCF



Rixey Sewer Improvement District

In addition to North Little Rock sewer rates and CAW water rates, Rixey customers pay an improvement district

surcharge and a pump maintenance fee. The Pump Stations & Maintenance fee is flat, but the improvement

district charge is determined by customer class. Neither are currently subject to sales tax. Rixey charges are

eligible for a late payment penalty but are not eligible for franchise fees currently. Rixey charges are include in

the North Little Rock Wastewater settlement process.


Table 20: Rixey Sewer Improvement District

Rixey Sewer Improvement District

# of Accounts 157

Services Provided



Yes


Default Rates

Domestic $8.50

Commercial $19.00




Fees

Pump Station & Maintenance Fee $2.50

Gravel Ridge

Gravel Ridge uses a different set of sewer rates than North Little Rock. Gravel Ridge sewer charges include

minimum and volumetric charges. These are not presently subject to sales tax, penalties, or franchise fees. Gravel

Ridge charges are included1 in the North Little Rock Wastewater settlement process.

Table 21: Gravel Ridge

Gravel Ridge

# of Accounts 1,440

Services Provided

Sewer Yes


Default Rates




Includes

Customer Class - All 4 CCF


Sewer Volumetric Charges per

CCF




Eureka Gardens

In addition to North Little Rock sewer rates, customers in Eureka Gardens pay a special, flat surcharge, which is

subject to a late penalty of 10%. Eureka Gardens charges are not currently eligible for tax or franchise fees.

Eureka Gardens charges are included in the North Little Rock Wastewater settlement process.

Table 22: Eureka Gardens

Eureka Gardens

# of Accounts 175

Services Provided



Yes


Default Rates






Runyan Acres

Runyan Acres also has a different structure for sewer rates, charging a flat charge based on customer class. This

rate is subject to a 10% late penalty and is not currently taxed or eligible for franchise fee. Runyan Acres charges

are included in the North Little Rock Wastewater settlement process.

Table 23: Runyan Acres

Runyan Acres

# of Accounts 1,450

Services Provided

Sewer Yes


Default Rates

Domestic $36.00

Commercial $219.50


Includes

Domestic N/A

Commercial N/A


Maumelle

Customers in the City of Maumelle receive NLR sewer charges. In mid-2018, North Little Rock will impose a

flat, monthly special item Sludge Removal fee for residential and commercial accounts. This fee is yet

undetermined. Franchise fees apply to sewer charges within the City of Maumelle.

Pulaski County Sanitation

Pulaski County provides sanitation and recycling services to its customers. This flat, monthly rate includes one

refuse container and one recycling container. Additional containers of either type incur a surcharge. Currently,

these rates are eligible for sales tax and late payment penalties, but franchise fees do not apply. Pulaski County

Sanitation settlements follow the standard once monthly settlement process.

Table 24: Pulaski County Sanitation Department

Pulaski County Sanitation Department


Services Provided



Default Rates





Additional Containers

Per Container $8.00


Salem Water Users Association is a billing partner to CAW which charges customers a flat, monthly debt

surcharge. This rate is not influenced by customer class or meter size. The surcharge is not currently taxed,

penalized, or charged a franchise fee. Salem Water Users Association settlements follow the standard, once


Table 25: Salem Water Users Association PWA


# of Accounts 320

Services Provided





Default Rates / Inside City (if applicable)




Customer Class – All N/A


Sweet Home Higgins Red Oak Sewer Facilities Board

Sweet Home Higgins is a sewer improvement district billing partner. Presently, sewer minimums and volumetric

charges are not taxed, or eligible for franchise fees or penalties. Sweet Home Higgins settlements follow the

standard, once monthly settlement process.

Table 26: Sweet Home Higgins Red Oak Sewer Facilities Board

Sweet Home Higgins Red

Oak Sewer Facilities Board

# of Accounts 270

Services Provided

Sewer Yes


Default Rates

Domestic $16.00

Non-domestic $34.00


Domestic 1 CCF

Non-domestic 5 CCF



Wye Mountain Water Facilities Board of Perry County

Wye Mountain is a water improvement district operated by CAW. It is a separate legal entity for debt repayment

purposes, so CAW treats it as a billing partner. Wye Mountain customers receive a monthly debt surcharge fee.

This fee is flat. It is not currently subject to sales tax, franchise fees, or penalties. Wye Mountain settlements

follow the standard once monthly settlement process; however, CAW does not charge Wye Mountain a billing

services fee.


Table 27: Wye Mountain Water Facilities Board of Perry County

WYE Mountain

# of Accounts 541

Services Provided



Default Rates




Customer Class – All N/A


Additional Rates, Fees, and CAW Customers

Wholesale

CAW wholesale charges are determined by minimum consumption, actual consumption, the Watershed

Protection fee, and system development charges. Wholesale charges are also subject to a 10 % late payment fee,

and they are not taxed. If a wholesale customer does not meet the minimum consumption as defined in the

contract with CAW, they will be billed at the minimum charge. Volumetric rates are determined by time of use. If

a wholesale customer consumes water during the ‘On Peak’ period, then the entire month is charged at the ‘On

Peak’ volumetric rate. CAW wholesale customers also sell water to secondary customers, whose connections are

eligible for the Watershed Protection fee and System Development charges. The watershed protection fee for

secondary customers is prorated based on the percentage of their water supply they obtain from the primary

wholesaler. As with primary wholesale customers, System Development charges are not prorated for secondary

wholesale customers.

Table 28: Meter Size and Minimum Rates

Minimum Rates

Meter Size Minimum

5/8” $10.28

3/ 4” $13.28

1” $18.87

1 ½” $31.90

2” $51.73

3” $95.64

4” $155.58

6” $307.72


Minimum Rates

Meter Size Minimum

8” $520.51

10” $749.38

12” $1,364.83

Table 29: Volumetric Rates

Volumetric Rates

Time of Consumption 1/1/2018

4:01AM-8:59AM

5:01PM-9:59PM

On Peak $1.57/100 CCF

10:00PM-4:00AM

9:00AM-5:00PM

Off Peak $1.45/100 CCF

Watershed Protection Fee

Refer to WPF fees listed under Central Arkansas Water at the beginning of this appendix. Wholesale customers

pay the Watershed Protection Fee for each end user connection within their respective water systems. If the

wholesale customer does not obtain 100% of their water supply from CAW, then the WPF is prorated by the

percentage of their water supply they receive from CAW. Depending on the size of the wholesale customer, they

provide a report to the CAW billing department either monthly or annually containing the number of end user

connections in their system (by meter size), number of new connections in their system since the last reporting

period (by meter size), and percentage of water supply obtained from CAW.

Adjusted WPF = Normal WPF x % of water received from CAW

Example: Wholesale customer X’s water system has a total usage for January of 50 million gallons. During that

same month, CAW supplied customer X with 25 million gallons. WPF’s would be adjusted by 50% for January

since this is the proportion of their water supply provided by CAW.

Table 30: Watershed Protection Fee

Adjusted WPF for 50%

Meter Size WPF Fee X Ad. WPF X # of connections Total WPF

5/8" $0.45 0.5 $0.23 5,000 $1,150

3/4" $0.45 0.5 $0.23 500 $115

1" $0.68 0.5 $0.34 25 $8.50

1 1/2" $1.13 0.5 $0.57 50 $28.50

2" $2.25 0.5 $1.13 5 $5.65

3" $3.60 0.5 $1.80 0 $0

4" $6.75 0.5 $3.38 0 $0

6" $11.25 0.5 $5.63 0 $0

8" $22.50 0.5 $11.25 0 $0


Adjusted WPF for 50%

Meter Size WPF Fee X Ad. WPF X # of connections Total WPF

10" $36.00 0.5 $18.00 0 $0

System Development Charges

System Development Charges apply to all new connections in the CAW system, except residential sprinklers.

Wholesale customers pay this charge for each new connection to their water system. This charge is not prorated

for wholesale customers. This is a one-time charge. It is paid up front for new CAW retail customers. Wholesale

customers pay the System Development charge via their monthly bill for new connections reported in their system

for the period.

Table 31: System Development Charges

Meter Size Rate Sales Tax Franchise Fees Penalties

5/8” $150.00 No No No

3/4” $150.00 No No No

1” $225.00 No No No

1 1/2” $375.00 No No No

2” $750.00 No No No

3” $1,200.00 No No No

4” $2,250.00 No No No

6” $3,850.00 No No No

8” $7,500.00 No No No

10” $12,000.00 No No No

Raw Water

CAW supplies raw water directly to one water system and two country clubs. Raw water rates include minimum

and volumetric charges. Raw water customers are eligible for the WPF. If the raw water customer falls within a

municipality which imposes a franchise fee, then they are subject to those franchise fees.

Table 32: Raw Water Charges

Minimum Raw Water

Meter Size Inside City Outside City Penalties Sales Tax Franchise

Fees

5/8” $7.85 $10.28 Yes Yes Yes

¾” $10.14 $13.28 Yes Yes Yes

1” $14.41 $18.87 Yes Yes Yes

1 ½” $24.37 $31.90 Yes Yes Yes

2” $39.52 $51.73 Yes Yes Yes


Minimum Raw Water

3” $73.07 $95.64 Yes Yes Yes

4” $118.85 $155.58 Yes Yes Yes

6” $235.08 $307.72 Yes Yes Yes

8” $397.64 $520.51 Yes Yes Yes

10” $572.49 $749.38 Yes Yes Yes

12” $1,042.65 $1,364.83 Yes Yes Yes

Volumetric - $0.62 / 100 CCF


All rates and fees should be configurable in such a way as to support flexibility with applicable franchise fees and

sales tax. Documentation of CAW rates and fees outlines current configuration in existing CIS, but sales tax and

franchise fees are subject to frequent change by various political jurisdictions and governing bodies. It is

imperative that sales tax and franchise fees in the new CIS be highly configurable in order to support CAW and

its billing partners.

Sales Tax

Sales tax is not applied uniformly across CAW and billing partner charges. It is determined by Arkansas state,

county, and City location of the service address. Taxes apply to CAW and their billing partners based on

municipal boundaries (location of the service address). For example, if a customer resides in North Little Rock,

but receives sanitation services from Sherwood Sanitation, they would be subject to North Little Rock’s tax rates

as opposed to Sherwood’s tax rate. Unless an account is tax exempt, sales tax is applied in all cases. Sales taxes

don't apply to sewer related charges, debt surcharges, community fees, penalties, or community improvement

fees. Sales tax applies to all water related charges except the Safe Drinking Water Fee.

Franchise Fees

CAW bills franchise fees on water charges and sewer charges imposed by several municipalities in CAW’s

service area (currently 4 municipalities). Franchise fees apply to water services for all customers within the

municipal limits of Little Rock, North Little Rock, Sherwood, and Maumelle.

is applied to gross water charges and Watershed Protection fee, but not the Safe Drinking Water fee or sales tax.

Little Rock, North Little Rock, and Maumelle impose franchise fees on sewer charges. Franchise fees on sewer

charges apply only to sewer charges but not against any sewer fees. Currently, there are no franchise fees for

sanitation billing partners.

As an example, North Little Rock Wastewater provides sewer services within the City of Maumelle. So, for

service addresses within the City of Maumelle, North Little Rock remits 4.25% of the sewer charge to the City of

Maumelle. But for service addresses within the City of North Little Rock, North Little Rock remits 6.9% of the


sewer charges to the City of North Little Rock. CAW collects the franchise fee and remits it to the billing partner.

The billing partner then pays the franchise to the respective municipalities.

Table 33: Franchise Fees

Municipality Franchise Fee Rate Service

City of Little Rock 10% Water Sewer

City of North Little Rock 6.9% Water Sewer

City of Sherwood 4.25% Water

City of Maumelle 4.25% Water Sewer

Engineering/New Service, Ancillary Service Charges, Other Fees

The following rates as outlined in the CAW Rate Resolution (2015-20).

Ancillary Service Charges

Ancillary Service Charges represent various services CAW provides its customers. These charges apply to all

customers in the CAW jurisdiction.

Table 34: Ancillary Service Charges

Service Charge Price Sales Tax Penalties

Regular Turn-On (This charge is for activating a new account at an existing

service) $15.00 No Yes

Non-Payment Turn-Off Visit (Charge for collection visit) $20.00 No Yes

Non-Payment Service Turn-On (Charge to turn on meter after service was

turned off for non-pay) $25.00 No Yes

Non-Payment Service Setback (Charge to restore service after meter has been

removed for non-pay) $30.00 No Yes

Non-Payment Service Setback/Restoration of Closed Account (Charge to

restore service after meter has been removed and finalized for non-pay) $35.00 No Yes

Returned (Insufficient) Check (Charge for checks which are returned due to

insufficient funds or closed account). ** This does not reflect any charges

applied by customer’s bank.

$22.00

No Yes

No Contract $20.00 No Yes

No Contract/Restoration of Service $40.00 No Yes

Illegal Straight Connection (Charge for a straight connection that can be

associated with a customer) $60.00 No Yes

Stolen Meter (Charge for a stolen meter removed that can be associated with a

customer) $75.00 No Yes

Plugged Service/Couplings (Charge to remove plugging device and to restore $75.00 No Yes


Service Charge Price Sales Tax Penalties

service)

Emergency Service Turn-On (After-hours) $60.00 No Yes

Same-day Turn-On (Request before 1 p.m.) $20.00 No Yes

Same-day Turn-on (Request 1 p.m. to end of business day) $40.00 No Yes

Meter Lock Broken Lock or Missing (Charge for a broken lock that can be

associated with a customer) $100.00 No Yes

Engineering / New Service / New Connection Charges

The costs associated with establishing new service within the CAW service area. Charges related to engineering and

new service are paid up front.

Table 35: Engineering / New Service / New Connection Charges

New Service / Engineering Charge Price Sales Tax Franchise Fees Penalties

Construction Standpipe $65.00 No No No

Sprinkler Standpipe Fee $65.00 No No No

County Cut Fee (Pulaski) $25.00 No No No

Little Rock, North Little Rock, Cammack Village

Cut Fee

$50.00 No No No

Sherwood Cut Fee $25.00 No No No

Violation of Temporary Water Service Contract

(1st Offense)

$250.00 No No No

Violation of Temporary Water Service Contract

(2nd Offense)

$500.00 No No No

Charge to Read a Temporary Construction Meter $25.00 No No No

Contracted Maintenance of Private Fire Hydrant

per year

$30.00 No No No

Fire Hydrant Meter Deposit – Inside City (local

contractors)

$300.00 No No No

Fire Hydrant Meter Deposit – Outside City (out of

town contractors)

$600.00 No No No

Initial Setting of a Fire Hydrant Meter $25.00 No No No

Movement of a Fire Hydrant Meter $25.00 No No No

Stolen Water $250.00 No No No

Fire Services Rates

Private fire service connections shall pay the following annual service charges billed twice annually (half of the annual

charge listed below). Service is not subject to shut off.


Table 36: Fire Services Rates

Service Charge Inside City Outside City Sales Tax Franchise Fees Penalties

Fire Hydrants $79.51 $115.02 Yes Yes Yes

Fire Connection Minimum Charge $92.20 $133.38 Yes Yes Yes

Automatic Sprinkler System Minimum

Charge (1000 Heads)

$92.20 $133.38 Yes Yes Yes

Additional Head, Each $0.09 $0.15 Yes Yes Yes

Standpipe 1 ¼” (or smaller), Each $18.03 $26.10 Yes Yes Yes

1 ½” Diameter, Each $28.07 $40.59 Yes Yes Yes

2” Diameter, Each $46.12 $66.69 Yes Yes Yes

2 ½” Diameter, Each $92.20 $133.38 Yes Yes Yes

New Connection Charges

A portion of these charges covers the costs of “Special Conditions” imposed by the Arkansas Department of

Transportation. In certain circumstances, CAW reserves the right to halve or double the New Connection charge to the

developer. New Connection charges are paid up front.

Table 37: New Connection Charges

New Connection Charges Sales

Tax

Franchise

Fees

Penalties

Meter

Size

2 Lane Road

20-28’

3 Lane Road

29-36’

4 Lane Road

37-48’

State

Highway

No No No

5/8” $450.00 $510.00 $570.00 $850.00 No No No

¾” $560.00 $680.00 $800.00 $1,150.00 No No No

1” $900.00 $1,130.00 $1,250.00 $1,950.00 No No No

1 ½” $1,340.00 $1,500.00 $1,640.00 $2,640.00 No No No

2” $1,640.00 $1,800.00 $1,940.00 $3,280.00 No No No

3” $5,000 No No No

4” $5,500.00 No No No

6” $7,500.00 No No No

8” $10,000.00 No No No

Deposits

New customers are assessed a deposit. The deposit requirements for new connections are outlined in the below table.

Existing residential accounts are charged a deposit by meter size as shown below. Existing commercial accounts are

charged a deposit by using 2.5x the average bill or the meter size, whichever is greater.


Table 38: Deposits

Meter Size Domestic Small Business Multi-Unit Units Sales Tax Franchise Fees Penalties

5/8” $50.00 $75.00 $100.00 1-3 No No No

¾” $75.00 $100.00 $200.00 4-8 No No No

1” $100.00 $150.00 $350.00 9-28 No No No

1 ½” $300.00 $600.00 29-52 No No No

2” $500.00 $1,000.00 53-100 No No No

3” $700.00 $1,200.00 101-320 No No No

4” $1,000.00 $1,700.00 321-700 No No No

6” $1,800.00 $2,800.00 701-1,500 No No No

Capital Investment Charges

When capital improvements impact a certain geographical area’s water distribution system, CAW imposes a charge to

all customers in that geographical area to recoup the cost of the investment. CIC charges are also attached to specific

mains and charged on any additional mains or connections from those mains. In all cases, capital investment charges

are paid up front prior to the establishment of service.

Table 39: Capital Investment Charges

Mtr.

Size

Area

$50*

Area

$100*

Area

$200*

Area

$400*

Meter Off

Main

Conn

Size**

Conn Off

Main**

Sales

Tax

Franchise

Fees

Penalties

5/8” $50.00 $100.00 $200.00 $400.00 $2,000.00 2” $875.00 No No No

¾” $50.00 $100.00 $200.00 $400.00 $2,400.00 3” $1,300.00 No No No

1” $75.00 $150.00 $300.00 $600.00 $2,800.00 4” $1,600.00 No No No

1 ½” $125.00 $250.00 $500.00 $1,000.00 $4,200.00 6” $2,400.00 No No No

2” $250.00 $500.00 $1,000.00 $2,000.00 $4,800.00 8” $3,200.00 No No No

3” $400.00 $800.00 $1,600.00 $3,200.00 $7,200.00 10” $4,000.00 No No No

4” $750.00 $1,500.00 $3,000.00 $6,000.00 $8,000.00 12” $4,800.00 No No No

6” $1,250.00 $2,500.00 $5,000.00 $10,000.00 $12,000.00 16” $6,400.00 No No No

8” $2,500.00 $5,000.00 $10,000.00 $20,000.00 20” $8,000.00 No No No

10” $4,000.00 $8,000.00 $16,000.00 $32,000.00 24” $9,600.00 No No No

*Charges that are associated with specific geographical sections of system based on initial construction costs

**CONN – Connection refers to end of main or tap for water main extension or fire service

Meter Size Changes

These are one-time charges which apply to all customer classes for customer-initiated water meter size changes. These

charges are paid in advance.

Table 40: Meter Size Changes Cost

From / To To / From Charge Sales Tax Franchise Fees Penalties

1” 5/8” $140.00 No No No

1” ¾” $140.00 No No No


From / To To / From Charge Sales Tax Franchise Fees Penalties

1 ½” 5/8” $190.00 No No No

1 ½” ¾” $190.00 No No No

2” 1 ½” $190.00 No No No

2” 5/8” $190.00 No No No

2” ¾” $190.00 No No No

3” 2” $225.00 No No No

3” 1 ½” $225.00 No No No

3” 5/8” $225.00 No No No

3” ¾” $225.00 No No No

4” 3” $225.00 No No No

4” 2” $225.00 No No No

4” 1 ½” $225.00 No No No

4” 5/8” $225.00 No No No

4” ¾” $225.00 No No No


ATTACHMENT H2 - RATE MATRIXCENTRAL ARKANSAS WATER


Central

Arkansas Water


Arch Street Pike Water

Improvement & Fire Protection District 116 of

Pulaski County


Cammack Village


Frazier Pike

Sherwood -Sewer

System


Heritage Park Urban

Little Rock Water

Reclamation Authority

Woo

dlan

d R

idge

- S

ewer

Im

rove

men

t Dis

tric

t #22

6

North Little Rock

Wastewater Utility R

ixey

Sew

er

Impr

ovem

ent D

istr

ict

Gra

vel R

idge

Run

yan

Acr

es

Eure

ka G

arde

ns

Mau

mel

le Salem Water Users

Association PWA

Sweet Home Higgins Red Oak Sewer Facilities

Board

WYE Mountain

Maumelle Sanitation (beginning mid 2018)

Little Rock Solid Waste Collection Service Division -

Sanitation

Sherwood Sanitation


Pulaski County

Sanitation Department

# of Accounts 137,000 178 2,597 404 407 18 - 5,365 - 41 69,480 95 34,964 - - 304 270 541 - 59,977 11,278 - 10,143Services Provided

Water / Irrigation Yes - - - - - - - - - - - - - - - - - - - - - -Sewer - Yes - - - Yes - Yes Yes - Yes - Yes Yes Yes - Yes - - - - - -Sanitation / Recycling - - - - - - - - - - - - - - - - - - Yes Yes Yes Yes YesFire / Sprinkler Yes - - - - - - - - - - - - - - - - - - - - - -Improvement District: Debt Service Fee Yes - - Yes - - Yes - - - Yes - - - - Yes - Yes - - - - -Improvement District: Community Service Fee / Infrastructure Charge - Yes Yes - Yes Yes - - - - - Yes - Yes - Yes - - - - - - - -

Improvement District: POA - - - - - - - - - Yes - - - - - - - - - - - - -Service Charge or MinimumDefault Rates / Inside City (if applicable)

Domestic - $26.16 - - $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 $ 8.50 $14.56 $ 36.00 $21.60 $ 42.50 16.00$ $ 32.00 $ 15.50 $ 22.02 $ 17.00 8.00$ $ 25.02 Non-domestic - - - $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 - $14.56 $ 42.50 34.00$ $ 32.00 - - - - Commercial - $ 65.41 - - $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 $19.00 $14.56 $219.50 $21.60 $ 42.50 34.00$ $ 32.00 $ 15.50 $ 28.80 $ 17.00 8.00$ $ 25.02 Industrial - - - $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 - $14.56 $ 42.50 34.00$ $ 32.00 $ 15.50 - - - Lite Industrial - $ 444.76 - - $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 - $14.56 $ 42.50 34.00$ $ 32.00 $ 15.50 - - 8.00$ $ 25.02 Heavy Industrial - $ 1,061.44 - - $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 - $14.56 $ 42.50 34.00$ $ 32.00 - - - 8.00$ $ 25.02 Sprinkler - - - $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 - $14.56 $ 42.50 - $ 32.00 - - - - - Schools - - - $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 - $14.56 $ 42.50 - $ 32.00 - - - - - 5/8" (Domestic) $ 7.85 - $ 9.99 $ 19.95 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 $ 10.78 $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 1/2" - - $ 9.99 $ 19.95 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 3/4" (Domestic) $ 10.14 - $ 11.22 $ 25.77 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 $ 13.88 $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 1" (Domestic) $ 14.41 - $ 13.89 $ 36.57 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 $ 20.99 $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 11/2 " (Non-domestic) $ 24.37 - $ 20.55 $ 62.07 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 $ 37.06 $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 2" (Non-domestic) $ 39.52 - $ 25.35 $ 100.30 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 $ 57.51 $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 3" (Non-domestic) $ 73.07 - $ 39.05 $ 185.65 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 $ 105.11 $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 4" (Non-domestic) $ 118.85 - $ 55.50 $ 302.02 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 $ 173.30 $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 6" (Non-domestic) $ 235.08 - $ 99.39 $ 595.73 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 $ 343.71 $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 8" $ 397.64 - $ 148.70 $ 947.63 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 10" $ 572.49 - $ 210.39 $ 1,357.71 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 12" $ 1,042.65 - $ 278.92 $ 2,477.13 $ 20.00 $ 10.60 $ 28.15 $ 15.00 9.00$ $ 20.84 - $11.00 $ 16.36 - $14.56 $21.60 $ 42.50 - $ 32.00 - - - - - 5/8" (Non-domestic) - - - - - - - - - - $ 10.78 - - - - - - - - - - - - - - - 3/4" (Non-domestic) - - - - - - - - - - $ 13.88 - - - - - - - - - - - - - - - 1" (Non-Domestic) - - - - - - - - - - $ 20.99 - - - - - - - - - - - - - - -

Outside City Rates (if applicable) - Domestic - - - - - - - $ 18.76 - - - - - - - - - - - - - - - Non-domestic - - - - - - - $ 18.76 - - - - - - - - - - - - - - - Commercial - - - - - - - $ 18.76 - - - - - - - - - - - - - - - Lite Industrial - - - - - - - $ 18.76 - - - - - - - - - - - - - - - Heavy Industrial - - - - - - - $ 18.76 - - - - - - - - - - - - - - - Non-domestic - - - - - - - $ 18.76 - - - - - - - - - - - - - - - Sprinkler - - - - - - - $ 18.76 - - - - - - - - - - - - - - - Schools - - - - - - - $ 18.76 - - - - - - - - - - - - - - - 5/8" (Domestic) $ 10.28 - - - - - - $ 18.76 - - $ 16.17 - - - - - - - - - - - - 3/4" (Domestic) $ 13.28 - - - - - - $ 18.76 - - $ 20.82 - - - - - - - - - - - - 1" (Domestic) $ 18.87 - - - - - - $ 18.76 - - $ 31.49 - - - - - - - - - - - - 11/2 " (Non-domestic) $ 31.90 - - - - - - $ 18.76 - - $ 55.59 - - - - - - - - - - - - 2" (Non-domestic) $ 51.73 - - - - - - $ 18.76 - - $ 86.26 - - - - - - - - - - - - 3" (Non-domestic) $ 95.64 - - - - - - $ 18.76 - - $ 157.66 - - - - - - - - - - - - 4" (Non Domestic) $ 155.58 - - - - - - $ 18.76 - - $ 259.95 - - - - - - - - - - - - 6" (Non-domestic) $ 307.72 - - - - - - $ 18.76 - - $ 515.56 - - - - - - - - - - - - 8" $ 520.51 - - - - - - $ 18.76 - - - - - - - - - - - - - - - 10" $ 749.83 - - - - - - $ 18.76 - - - - - - - - - - - - - - - 12" $ 1,364.83 - - - - - - $ 18.76 - - - - - - - - - - - - - - - 5/8" (Non-domestic) - - - - - - - - - - $ 16.17 - - - - - - - - - - - - 3/4" (Non-domestic) - - - - - - - - - - $ 20.82 - - - - - - - - - - - - 1" (Non-domestic) - - - - - - - - - - $ 31.49 - - - - - - - - - - - -

Service Charge or Minimum IncludesGarbage Container(s) - - - - - - - - - - - - - - - - - - - - - 1 1 1 Unlimited 1Recycling Container(s) - - - - - - - - - - - - - - - - - - - - - 1 1 0 - 1Domestic 2 CCF 2 CCF N/A N/A N/A N/A N/A 4 CCF 1 CCF N/A N/A N/A 4 CCF N/A 4 CCF N/A N/A N/A 1 CCF N/A - - - - -Commercial 2 CCF 5 CCF N/A N/A N/A N/A N/A 4 CCF 1 CCF N/A N/A N/A 4 CCF N/A 4 CCF N/A N/A N/A 5 CCF N/A - - - - -Lite Industrial 2 CCF 35 CCF N/A N/A N/A N/A N/A 4 CCF 1 CCF N/A N/A N/A 4 CCF N/A 4 CCF N/A N/A N/A 5 CCF N/A - - - - -Heavy Industrial 2 CCF 115 CCF N/A N/A N/A N/A N/A 4 CCF 1 CCF N/A N/A N/A 4 CCF N/A 4 CCF N/A N/A N/A 5 CCF N/A - - - - -Meter Size All - - N/A N/A N/A N/A N/A 4 CCF 1 CCF N/A N/A N/A 4 CCF N/A 4 CCF N/A N/A N/A 5 CCF N/A - - - - -

Infrastructure ChargesDomestic $ 15.50 Commercial $ 25.00 Sprinkler $ 25.00 Schools $ 100.00




Central

Arkansas Water




Pulaski County


Cammack Village


Frazier Pike

Sherwood -Sewer

System


Heritage Park Urban

Little Rock Water


Woo

dlan

d R

idge

- S

ewer

Im

rove

men

t Dis

tric

t #22

6

North Little Rock


ixey

Sew

er

Impr

ovem

ent D

istr

ict

Gra

vel R

idge

Run

yan

Acr

es

Eure

ka G

arde

ns

Mau

mel


Association PWA


Board

WYE Mountain



Sanitation

Sherwood Sanitation


Pulaski County


Industrial $ 300.00 Water or Sewer Volumetric Charges per CCF -

Inside City Customer Class 3-33 CCF -Residential $1.71 - - - - - - 3.75 1.04 - - - $ 4.48 - $ 3.64 - - - - - - - -Commercial $1.60 - - - - - - 3.75 0.64 - - - $ 4.48 - $ 3.64 - - - - - - - -Large Volume $1.30 - - - - - - 3.75 - - - - $ 4.48 - $ 3.64 - - - - - - - -Sprinkler $1.71 - - - - - - 3.75 - - - - $ 4.48 - $ 3.64 - - - - - - - -

Inside City Customer Class >33 CCF -Residential $2.22 - - - - - - 3.75 1.04 - - - $ 4.48 - $ 3.64 - - - - - - - -Commercial $1.60 - - - - - - 3.75 0.64 - - - $ 4.48 - $ 3.64 - - - - - - - -Large Volume $1.30 - - - - - - 3.75 - - - - $ 4.48 - $ 3.64 - - - - - - - -Sprinkler $2.22 - - - - - - 3.75 - - - - $ 4.48 - $ 3.64 - - - - - - - -

Outside City Customer Class 3-33 CCF - -Residential $2.73 - - - - - - $4.69 - - - - - - - - - - - - - - -Commercial $2.56 - - - - - - $4.69 - - - - - - - - - - - - - - -Large Volume $2.09 - - - - - - $4.69 - - - - - - - - - - - - - - -Sprinkler $2.73 - - - - - - $4.69 - - - - - - - - - - - - - - -

Outside City Customer Class >33 CCF - -Residential $3.57 - - - - - - $4.69 - - - - - - - - - - - - - - - - - -Commercial $2.56 - - - - - - $4.69 - - - - - - - - - - - - - - - - - -Large Volume $2.09 - - - - - - $4.69 - - - - - - - - - - - - - - - - - -Sprinkler $3.57 - - - - - - $4.69 - - - - - - - - - - - - - - - - - -

Domestic - $4.63 - - - 3.98 - - - - - - $ 4.48 - - - - - - $ 3.50 - - - - - -Commercial - $4.63 - - - 3.98 - - - - - - $ 4.48 - - - - - - $ 3.50 - - - - - -Lite Industrial - $4.63 - - - 3.98 - - - - - - $ 4.48 - - - - - - $ 3.50 - - - - - -Heavy Industrial - $4.63 - - - 3.98 - - - - - - $ 4.48 - - - - - - $ 3.50 - - - - - -Inside City Domestic - - - - - 3.98 - - - - $1.84 - $ 4.48 - - - - - - $ 3.50 - - - - - -Inside City Non-domestic - - - - - 3.98 - - - - $2.88 - $ 4.48 - - - - - - $ 3.50 - - - - - -Outside City Domestic - - - - - 3.98 - - - - $2.77 - $ 4.48 - - - - - - $ 3.50 - - - - - -Outside City Non-domestic - - - - - 3.98 - - - - $4.33 - $ 4.48 - - - - - - $ 3.50 - - - - - -5/8" - - - - - 3.98 - - - - - - $ 4.48 - - - - - - - - - - - - -3/4" - - - - - 3.98 - - - - - - $ 4.48 - - - - - - - - - - - - -1" - - - - - 3.98 - - - - - - $ 4.48 - - - - - - - - - - - - -11/2 " - - - - - 3.98 - - - - - - $ 4.48 - - - - - - - - - - - - -2" - - - - - 3.98 - - - - - - $ 4.48 - - - - - - - - - - - - -3" - - - - - 3.98 - - - - - - $ 4.48 - - - - - - - - - - - - -4" - - - - - 3.98 - - - - - - $ 4.48 - - - - - - - - - - - - -6" - - - - - 3.98 - - - - - - $ 4.48 - - - - - - - - - - - - -8" - - - - - 3.98 - - - - - - $ 4.48 - - - - - - - - - - - - -10" - - - - - 3.98 - - - - - - $ 4.48 - - - - - - - - - - - - -12" - - - - - 3.98 - - - - - - $ 4.48 - - - - - - - - - - - - -AWC Applies - - - - - - - - - - Yes - Yes - - - - - - - - - - - - -

Additional Sanitation Containers -Residential Additional Container, 2nd Container - - - - - - - - - - - - - - - - - - - - $ 3.50 $7.00 $8.00 $0.00 $ 8.00 Residential Additional Container, 3rd Container - - - - - - - - - - - - - - - - - - - - $ 5.00 $7.00 - $ 8.00 Commercial Additional Container, 2nd Container - - - - - - - - - - - - - - - - - - - - - $7.20 - - - Commercial Additional Container, 3rd Container - - - - - - - - - - - - - - - - - - - - - $7.20 - - - Recycling / Container, Each additional - - - - - - - - - - - - - - - - - - - $2.07 $2.84 - $ 8.00

Fire Line - Inside City -Fire Hydrants $ 79.51 - - - - - - - - - - - - - - - - - - - - - -Fire Connection Minimum Charge $ 92.20 - - - - - - - - - - - - - - - - - - - - - -Automatic Sprinkler System Minimum Charge (100 $ 92.20 - - - - - - - - - - - - - - - - - - - - - -Additional Heads (each) $ 0.09 - - - - - - - - - - - - - - - - - - - - - -

Standpipe 1 1/4" (or smaller) $ 18.03 - - - - - - - - - - - - - - - - - - - - - -1 1/2" $ 28.07 - - - - - - - - - - - - - - - - - - - - - -2" $ 46.12 - - - - - - - - - - - - - - - - - - - - - -2 1/2" $ 92.20 - - - - - - - - - - - - - - - - - - - - - -

Fire Line - Outside City -Fire Hydrants $ 115.02 - - - - - - - - - - - - - - - - - - - - - -Fire Connection Minimum Charge $ 133.38 - - - - - - - - - - - - - - - - - - - - - -Automatic Sprinkler System Minimum Charge (100 $ 133.38 - - - - - - - - - - - - - - - - - - - - - -Additional Heads (each) $ 0.15 - - - - - - - - - - - - - - - - - - - - - -

Standpipe 1 1/4" (or smaller) $ 26.10 - - - - - - - - - - - - - - - - - - - - - -1 1/2" $ 40.59 - - - - - - - - - - - - - - - - - - - - - -2" $ 66.69 - - - - - - - - - - - - - - - - - - - - - -2 1/2" $ 133.38 - - - - - - - - - - - - - - - - - - - - - -

Fees -Debt Repayment Domestic Inside City - - - - - - - - - - $2.14/CCF - - - - - - - - - - - - - - -Debt Repayment Domestic Outside City - - - - - - - - - - $3.22/CCF - - - - - - - - - - - - - - -Debt Repayment Non-Domestic Inside City - - - - - - - - - - $2.51/CCF - - - - - - - - - - - - - - -




Central

Arkansas Water




Pulaski County


Cammack Village


Frazier Pike

Sherwood -Sewer

System


Heritage Park Urban

Little Rock Water


Woo

dlan

d R

idge

- S

ewer

Im

rove

men

t Dis

tric

t #22

6

North Little Rock


ixey

Sew

er

Impr

ovem

ent D

istr

ict

Gra

vel R

idge

Run

yan

Acr

es

Eure

ka G

arde

ns

Mau

mel


Association PWA


Board

WYE Mountain



Sanitation

Sherwood Sanitation


Pulaski County


Debt Repayment Non-domestic Outside City - - - - - - - - - - $3.78/CCF - - - - - - - - - - - - - - -Sanitation Penalty $5.00 Sludge Removal Fee - - - - - - - - - - - - - - - - - - - - - - - - - -Service Line Replacement Fee - - - - - - - - - - $ 1.00 $ 1.00 - - - - - - - - - - - - - -Set Up Fee - - $4.99 - - - - - - - - - - - - - - - - - - - - - - -Pump Station & Maintenance Fee - - - - - $10.00 - - - - - - - $ 2.50 - - - - - - - - - - - -Safe Drinking Water Fee $0.30 - - - - - - - - - - - - - - - - - - - - - - - - -Watershed Protection Fee -

5/8" $ 0.45 - - - - - - - - - - - - - - - - - - - - - - - - -3/4" $ 0.45 - - - - - - - - - - - - - - - - - - - - - - - - -1" $ 0.68 - - - - - - - - - - - - - - - - - - - - - - - - -1 1/2" $ 1.13 - - - - - - - - - - - - - - - - - - - - - - - - -2" $ 2.25 - - - - - - - - - - - - - - - - - - - - - - - - -3" $ 3.60 - - - - - - - - - - - - - - - - - - - - - - - - -4" $ 6.75 - - - - - - - - - - - - - - - - - - - - - - - - -6" $ 11.25 - - - - - - - - - - - - - - - - - - - - - - - - -8" $ 22.50 - - - - - - - - - - - - - - - - - - - - - - - - -10" $ 36.00 - - - - - - - - - - - - - - - - - - - - - - - - -


ATTACHMENT I – CIS FUNCTIONAL PRICING SCHEDULES

CONTRACT:



ATTACHMENT I - CIS FUNCTIONAL PRICING SCHEDULES



SUMMARY PRICINGRespondent Name

Software Name

Price Categories For CIS Implementation Fixed PriceSoftware License Fees (Schedule 2) -$Services (Schedules 3 through 6):

Professional Services (Schedule 3) -$Interfaces (Schedule 4) -$Reports (Schedule 5) -$Letters (Schedule 6) -$

Travel & Other Expenses (Schedule 7) -$

Other professional services not listed above1

-$

-$-$

Total Price During Implementation Period -$

Price for SaaS (Schedule 8)SaaS Fixed Price

Implementation -$

Year 1 (Begins at Go-Live) -$

Year 2 -$

Year 3 -$

Year 4 -$

Year 5 -$

SaaS Price, Implementation through Year 5 -$

Price Categories for

Ongoing Software Maintenance and Support

Fixed Price for

Standard

Maintenance

Fixed Price for

Alternate

Maintenance1Explanation (if necessary)2

Year 1 (Begins at Go-Live) -$ -$ CAW expects maintenance coverage to begin at go-live

Year 2 -$ -$ CAW expects maintenance to escalate no more than 3% per year




Total Software Maintenance Price, Year 1-5 -$ -$1Alternate annual maintenance fee is a different support agreement from the standard. This could entail more support (24x7), less support, or not applicable.

Standard Enhanced

Total Implementation Price - Not To Exceed -$ -$

List all other comments here.

Don't forget to check your formulas!

Additional Comments (License Approach Implementation Prices)

(1Provide full explanation here if needed. However, no need to bring forward explanations or comments from schedules that follow.)



Explanation (if necessary)1


2Additional Comments. Provide full explanation here if needed. However, no need to bring forward explanations or comments from schedules that follow.


ATTACHMENT I - CIS FUNCTIONAL PRICING SCHEDULESCENTRAL ARKANSAS WATER


Respondent Name

Software Name

ModuleOne-Time Fixed

PriceQuantity Unit Price

Standard

Annual

Maintenance

Fee

Standard

Annual

Maintenance

Fee as a % of

License

Explanation

Including basis for price of software license (i.e., per

named user, per concurrent user, site license etc.)3

Alternate

Annual

Maintenance

Fee2

Alternate

Annual

Maintenance

Fee as a % of

License

Explanation

Including basis for price of software license (i.e., per named

user, per concurrent user, site license etc.)3

Required CIS Software License Fees - List your CIS.(list separately-priced solutions individually)

Customer Information System (CIS) $ - 10 $ - $ - 0.00% $ - 0.00%$ - 10 $ - $ - 0.00% $ - 0.00%$ - 10 $ - $ - 0.00% $ - 0.00%$ - 10 $ - $ - 0.00% $ - 0.00%

Source code escrow1 $ -

Subtotal $ - $ - 0.00% $ - 0.00%



Standard

Annual

Maintenance

Fee

Standard

Annual

Maintenance

Fee as a % of

License

Explanation



Alternate

Annual

Maintenance

Fee2

Alternate

Annual

Maintenance

Fee as a % of

License

Explanation



Required Third-Party Software (list third party items andlicense fees individually; include price for additional databaselicenses)

$ - 10 $ - $ - 0.00% $ - 0.00%

$ - 10 $ - $ - 0.00% $ - 0.00%

$ - 10 $ - $ - 0.00% $ - 0.00%

$ - 10 $ - $ - 0.00% $ - 0.00%

$ - 10 $ - $ - 0.00% $ - 0.00%

Subtotal $ - $ - 0.00% $ - 0.00%

Total

Software License Fees List Price$ - $ - $ -

1Source code escrow is the deposit of the source code of software with a third party escrow agent. Escrow is typically requested by a party licensing software (the licensee), to ensure maintenance of the software.

2Alternate annual maintenance fee is a different support agreement from the standard. This could entail more support (24x7), less support, or not applicable.

3Additional Comments - use space below as needed



LICENSES




Professional Services for CIS Implementation(Please list all tasks and subtasks)

HoursFixed Hourly

RatePrice Comments

1 Project Management $ - $ -

2 Installation $ - $ -

3 Discovery $ - $ -

4 Data Conversion and Mapping $ - $ -

5 System Configuration and Installation $ - $ -

6 Integration and Interface Development (do not duplicate pricing from 4-Interface schedule) $ - $ -

7 Testing-Integration, Validation and Acceptance $ - $ -

8 Training $ - $ -

9 Documentation $ - $ -

10 Mock Go-lives and Cutover $ - $ -

11 Go-live and System Acceptance $ - $ -

12 Performance Tuning $ - $ -

13 Post Go-live Support $ - $ -

14 Post Go-Live Training $ - $ -

0 $ -

Professional Services for Modifications to Standard Software (list each one):(Please list all tasks and subtasks)

HoursFixed Hourly

RatePrice Comments

1 Modifications to Standard Software (list each one): $ - $ -2 $ - $ -3 $ - $ -4 $ - $ -5 $ - $ -6 $ - $ -7 $ - $ -8 $ - $ -

0 $ -

Professional Services for Additional Systems(Please list all tasks and subtasks)

Hours Fixed Hourly

Rate

Price Comments

1 Professional Services for Additional Systems (list each one) $ - $ -2 $ - $ -3 $ - $ -4 $ - $ -5 $ - $ -6 $ - $ -7 $ - $ -8 $ - $ -

0 $ -

0 $ -

Add rows as needed, ensuring accurate cell calculations.

Additional Comments - use space below as needed

List all other comments here.Don't forget to check your formulas!

PROFESSIONAL SERVICESRespondent Name

Software Name

Subtotal

Total

Subtotal

Subtotal





INTERFACES

Item #Name of Interface Task

If interfaces are existing in the proposed solution, flag as an interface with zero cost.

Go-live or

FutureHours

Fixed Hourly

Rate1 Price Comments

1 $ - $ -

2 $ - $ -

3 $ - $ -

4 $ - $ -

5 $ - $ -

6 $ - $ -

7 $ - $ -

8 $ - $ -

9 $ - $ -

10 $ - $ -

11 $ - $ -

12 $ - $ -

13 $ - $ -

14 $ - $ -

15 $ - $ -

16 $ - $ -

17 $ - $ -

18 $ - $ -

19 $ - $ -

20 $ - $ -

21 $ - $ -

22 $ - $ -

23 $ - $ -

24 $ - $ -

25 $ - $ -

26 $ - $ -

27 $ - $ -

28 $ - $ -

29 $ - $ -

30 $ - $ -

31 $ - $ -

32 $ - $ -

33 $ - $ -

34 $ - $ -

35 $ - $ -

36 $ - $ -

37 $ - $ -

38 $ - $ -

Respondent Name

Software Name







Go-live or

FutureHours

Fixed Hourly


Respondent Name

Software Name

39 $ - $ -

40 $ - $ -

41 $ - $ -

42 $ - $ -

43 $ - $ -

44 $ - $ -

45 $ - $ -

46 $ - $ -

47 $ - $ -

48 $ - $ -

49 $ - $ -

50 $ - $ -

Total 0 $ -

1 Please use the specific rate for each title assigned to Integration. Add rows as needed, ensuring accurate cell calculations.








REPORTS

Item #

Report Title from the Reports Attachment M

List only reporting items that are not already included in Professional

Services

Line ID from

Attachment S

Responder: Choose One

From Drop Down List:

Standard Lib Report,

Create, Library Mod, Not

Needed

Vendor's Explanation HoursFixed Hourly

RatePrice Comments

1 $ - $ -

2 $ - $ -

3 $ - $ -

4 $ - $ -

5 $ - $ -

6 $ - $ -

7 $ - $ -

0 $ -



Add rows as needed, ensuring that cells are calculating accurately

Respondent Name

Software Name


Total Reports





LETTERS

Item #

Letter Title from the Letters Attachment N

List only reporting items that are not already included in Professional

Services

Line ID from

Attachment T

Vendor: Choose One From

Drop Down List: Standard

Lib Report, Create, Library

Mod, Not Needed

Vendor's Explanation HoursFixed Hourly

RatePrice Comments

1 $ - $ -

2 $ - $ -

3 $ - $ -

4 $ - $ -

5 $ - $ -

6 $ - $ -

7 $ - $ -

0 $ -

Respondent Name

Software Name

Total Letters








TRAVEL & OTHER EXPENSES

Total

Category Unit Cost Cost

All trips

Airfare $ - $ -

Lodging $ - $ -

Meals $ - $ -

Car Rental & Cabs $ - $ -

Parking $ - $ -

Mileage $ - $ -

Total Travel and Other Expenses $ -

Respondent Name




Software Name

Quantity

(All Trips)





SaaSRespondent Name

Software Name

Price Categories

Users/Months

Implementation

Time Period

Fixed Price

Implementation

Time Period

Users/Months

Year 1

Fixed Price

Year 1

Users/Months

Year 2

Fixed Price

Year 2

Users/Months

Year 3

Fixed Price

Year 3

Users/Months

Year 4

Fixed Price

Year 4

Services:

Professional Services -$ -$ -$ -$ -$

Interfaces -$ -$ -$ -$ -$

Other professional services not listed above1 -$ -$ -$ -$ -$

Annual Service Fees

Test Environment -$ -$ -$ -$ -$

Development Environment -$ -$ -$ -$ -$

Train Environment -$ -$ -$ -$ -$

Conversion Validation Environment -$ -$ -$ -$ -$

Other recommended environments, if any

-$ -$ -$ -$ -$

-$ -$ -$ -$ -$

-$ -$ -$ -$ -$

Total SaaS Price - Not To Exceed -$ -$ -$ -$ -$

Implementation Year 1 Year 2 Year 3 Year 4 Year 5

5 Year Total Cost of Ownership (Services) $ - $ - $ - -$ $ - -$


1 Additional Comments. Provide full explanation here if needed. However, no need to bring forward explanations or comments from schedules that follow.







SaaSRespondent Name

Software Name

Price Categories

Services:

Professional Services

Interfaces


Annual Service Fees

Test Environment

Development Environment

Train Environment

Conversion Validation Environment


Total SaaS Price - Not To Exceed

5 Year Total Cost of Ownership (Services)



Users/Months

Year 5

Fixed Price

Year 5Explanation (if necessary)1

-$

-$

-$

-$

-$

-$

-$

-$

-$

-$

-$


ATTACHMENT J – ELECTRONIC BILL AND PAYMENT PRESENTMENT PRICING SCHEDULES

CONTRACT:



ATTACHMENT J - ELECTRONIC BILL PAYMENT AND PRESENTATION PRICING SCHEDULES




PRICING SCHEDULES-SUMMARYRespondent Name

Scope:

1. e-payments (web and IVR)

2. e-bill presentment

3. CSS portal

4. Mobile CSS

5. Management Dashboard Portal

Price Categories for Implementation Fixed PriceOne-Time Implementation Services and Travel:

Professional Services (Schedule 2) -$Travel & Other Expenses (Schedule 3) -$

Interfaces (Schedule 4) -$Support and Maintenance - 5 years (Schedule 6) -$e-bill Presentment - 5 years (Schedule 6) -$Image Storage - 5 years (Schedule 6) -$Hosted Text Services - 5 years (Schedule 6) -$Customer Self-Service Portal (non-CIS) - 5 years (Schedule 6) -$Mobile Customer Self-Service Portal (non-CIS) - 5 years (Schedule 6) -$Management Dashboard Portal - 5 years (Schedule 6) -$

Other professional services not listed above 1

-$

-$

Total Implementation Price - Not To Exceed -$

Estimated Annual e-Payment Fees - 5 years (Schedule 9) Annual

Year 1 -$

Year 2 -$

Year 3 -$

Year 4 -$

Year 5 -$

Total Annual Transactions, Years 1-52 -$

5 Year Total Cost of Ownership (Implementation Plus Transaction Fees) -$

ATTACHMENT J: PRICING SCHEDULES - Required Systems - Electronic Bill Payment and Presentation

Instructions: Complete the fields in the 2, 3, 4, 6, 7, 8 and 9 tabs. Data will auto-populate into the summary tab. CAW is not responsible for the accuracy of the formulas or the data.




2Transaction Fees are being used for estimating a comparative cost of ownership assuming a 5% annual increase in the number of customers.




Explanation (if necessary)





PROFESSIONAL SERVICES

e-payments (web and IVR)

e-bill presentment

CSS portal

Mobile CSS portal

Management Dashboard Portal

Professional Services - Implementation HoursFixed Hourly

RatePrice Comments


2 Discovery $ - $ -

3 Integration and Interface Development $ - $ -

4 System Configuration $ - $ -

5 Transition Planning $ - $ -

6 Training $ - $ -

7 Testing $ - $ -

8 Report and Dashboard Configuration $ - $ -


10 Go-live and Cutover $ - $ -

11 Go-Live and System Acceptance $ - $ -


0 $ -

Professional Services for Additional Systems

(Please list all tasks and subtasks)

Hours Fixed Hourly

Rate

Price Comments

$ - $ -

$ - $ -

$ - $ -

$ - $ -

$ - $ -

0 $ -

0 $ -





Total

Project Implementation

Respondent Name

Subtotal

Subtotal

Price Professional Services for the following required services:


ATTACHMENT J - ELECTRONIC BILL PAYMENT AND PRESENTATION PRICING SCHEDULESCENTRAL ARKANSAS WATER



Total

Cost

All trips

Airfare $ - $ -

Lodging $ - $ -

Meals $ - $ -


Parking $ - $ -

Mileage $ - $ -




Respondent Name

Quantity

(All Trips)


Category Unit Cost




INTERFACES



Go-live or

FutureHours

Fixed Hourly


1 $ - $ -

2 $ - $ -

3 $ - $ -

4 $ - $ -

5 $ - $ -

6 $ - $ -

7 $ - $ -

8 $ - $ -

9 $ - $ -

10 $ - $ -

11 $ - $ -

12 $ - $ -

13 $ - $ -

14 $ - $ -

15 $ - $ -

16 $ - $ -

17 $ - $ -

18 $ - $ -

19 $ - $ -

20 $ - $ -

21 $ - $ -

22 $ - $ -

23 $ - $ -

24 $ - $ -

25 $ - $ -

26 $ - $ -

27 $ - $ -

28 $ - $ -

29 $ - $ -

30 $ - $ -

31 $ - $ -

32 $ - $ -

33 $ - $ -

34 $ - $ -

Respondent Name






Go-live or

FutureHours

Fixed Hourly


Respondent Name

35 $ - $ -

36 $ - $ -

37 $ - $ -

38 $ - $ -

39 $ - $ -

40 $ - $ -

41 $ - $ -

42 $ - $ -

43 $ - $ -

44 $ - $ -

45 $ - $ -

46 $ - $ -

47 $ - $ -

48 $ - $ -

49 $ - $ -50 $ - $ -

Total 0 $ -1 Please use the specific rate for each title assigned to Integration. Add rows as needed, ensuring accurate cell calculations.







TRANSACTION VOLUMES

Estimated Monthly Transaction

Quantities

Client to fill this in.

Average Transaction

Amount

Client to fill this in.

Explanation

Comment as necessary

A. One-Time Payments1. Web (Future Scheduled)(a.) Debit/Credit Card 9,400 $75(b.) Check (EFT, ACH, E-Check) 6,200 $75

2. IVR (Immediate Pay)(a.) Debit/Credit Card 7,000 $75(b.) Check (EFT, ACH, E-Check) 2,100 $75

B. Autopay1. Registration through Web(a.) Debit/Credit Card 2,000 $100(b.) Check (EFT, ACH, E-Check) 24,100 $100

2. Registration through IVR(a.) Debit/Credit Card N/A N/A All recurring payments are listed under Web.(b.) Check (EFT, ACH, E-Check) N/A N/A All recurring payments are listed under Web.

C. Returned Payments(a.) Debit/Credit Card 150 $75(b.) Check (EFT, ACH, E-Check) 140 $75

D. Paperless Billing (E-Bills)

1. Network Distribution

Paperless billing 140,000

2. Bill View

Customers view on self-service web portal 15,000

3. Electronic Bill Presentment and Payment

Secure E-Mail Delivery (e-mail pay) 16,000 $75

SMS Delivery (text-to-pay) 400 $75

E. Customer Self-Service Portal (non-CIS)

Customer Self-Service Portal 2,500

F. Mobile Customer Self-Service Portal (non-CIS)

Mobile Customer Self-Service Portal N/A CAW does not currently have a mobile app.

Respondent Name

Instructions: These are the current CAW transaction volumes for information only. No input required.





CAW reserves the right to clarify pricing structures and normalize Respondent's extend pricing, based listed forecasts and Respondent provided pricing.

Responder shall populate the boxes in grey.

# ITEM

ESTIMATED

ANNUAL

QUANTITIES

PRICE

ADJUSTMENT

STRUCTURE

UOMUnit Price

(rate)

ONE YEAR

EXTENDED

NUMBER OF

YEARSEXTENDED PRICE

$0.00

1 AD - HOC ($ / hour) 200 Firm Fixed HOUR $0.00 $0.00 5 $0.00

$0.00

3 Unit cost for bill presentment (E-bill) (email) 192,000 Firm Fixed EACH 0.000 $0.00 5 $0.00

4 Unit cost for eBill Notification 196,800 Firm Fixed EACH 0.000 $0.00 5 $0.00

5 Unit Cost of e-Bill Insert 192,000 Firm Fixed EACH 0.000 $0.00 5 $0.00

$0.00

6 Unit cost for Bill Image storage for the first year of storage 1,680,000 Firm Fixed IMAGE $0.000 $0.00 1 $0.00

7Unit cost of each additional year of storage (up to five (5) years ofimage on rolling year for year basis)

1,680,000 Firm Fixed IMAGE $0.000 $0.00 4 $0.00

$0.00

8 Text Messaging - Company Hosted 192,000 Firm Fixed EACH $0.000 $0.00 5 $0.00

9 Text Messaging - Third Party Vendor 192,000 Firm Fixed EACH $0.000 $0.00 5 $0.00

$0.00

10 CSS Portal (non-CIS) 1 Firm Fixed Annual $0.000 $0.00 5 $0.00

$0.00

11 Mobile CSS Portal (non-CIS) 1 Firm Fixed Annual $0.000 $0.00 5 $0.00

$0.00

12 Management Dashboard Portal 1 Firm Fixed Annual $0.000 $0.00 5 $0.00

$0.00

Respondent Name

Support and Maintenance

e-Bill Presentment

Image Storage

Five (5) Year Contract Amount (Evaluated Price)

Hosted Text Services

Customer Self-Service Portal (non-CIS)

Mobile Customer Self-Service Portal (non-CIS)






Charged per Workbook Rates(Rates should be the same as in tab "6 Unit Cost

Workbook")

This services (Work) is provide

to CAW Free of Charge for the

duration of the contract

1 AD - HOC Cost for Bill Design Consultation and Changes ($ / hour)

2 Add lines as required.

3 Unit cost for bill presentment (E-bill) (email)

4 Unit cost for eBill Notification

5 Unit Cost of E-Bill Insert

6 Unit cost for Bill Image storage for the first year of storage

7Unit cost of each additional year of storage (up to five (5) years of image on rolling year for yearbasis)

8 Text Messaging - Company Hosted

9 Text Messaging - Third Party Vendor

10 CSS Portal (non-CIS)

11 Mobile CSS Portal (non-CIS)

12 Management Dashboard Portal

E-Bill capabilities – Each Respondent shall fill out the below table corresponding to specific E-bill functionality availability

Capability ResponseCurrently available and in

production

In Beta Testing, no customers in

production

Can be available and

implemented during

ContractEmail (With PDF attachment)Email (With encrypted PDF bill attachment)Email with HTML rich Text of Bill information within the body of the emailLink to interface with customer portalText message by either service email to text notification of bill available with link to website.

CSS Portal (non-CIS)

Mobile CSS Portal (non-CIS)


Respondents shall indicate with an "X" either the “per the Rates Workbook” column or the “Free of Charge” column for each line.

Respondent Name

Hosted Text Services

Response Rates Workbook - Reference

Maintenance and Support

E-Bill

Image Storage





Transaction Type

Payment Amount Range

Respondent to add rows if

additional $ brackets needed

A. One-Time Payments

1. Web

A/1.(a.) $ $0.00 A/1.(a.) $ $0.00 A/1.(a.) $ $0.00

A/1.(a.) % 0.00% A/1.(a.) % 0.00% A/1.(a.) % 0.00%

A/1.(a.) $ $0.00 A/1.(a.) $ $0.00 A/1.(a.) $ $0.00

A/1.(a.) % 0.00% A/1.(a.) % 0.00% A/1.(a.) % 0.00%

A/1.(b.) $ $0.00 A/1.(b.) $ $0.00

A/1.(b.) % 0.00% A/1.(b.) % 0.00%

2. IVR

A/2.(a.) $ $0.00 A/2.(a.) $ $0.00 A/2.(a.) $ $0.00 A/2.(a.) $ $0.00

A/2.(a.) % 0.00% A/2.(a.) % 0.00% A/2.(a.) % 0.00% A/2.(a.) % 0.00%

A/2.(a.) $ $0.00 A/2.(a.) $ $0.00 A/2.(a.) $ $0.00 A/2.(a.) $ $0.00

A/2.(a.) % 0.00% A/2.(a.) % 0.00% A/2.(a.) % 0.00% A/2.(a.) % 0.00%

A/2.(b.) $ $0.00 A/2.(b.) $ $0.00 A/2.(b.) $ $0.00

A/2.(b.) % 0.00% A/2.(b.) % 0.00% ` A/2.(b.) % 0.00%

B. Autopay

1. Registration through Web

B/1.(a.) $ $0.00 B/1.(a.) $ B/1.(a.) $ $0.00 B/1.(a.) $ $0.00

B/1.(a.) % 0.00% B/1.(a.) % 0.00% B/1.(a.) % 0.00% B/1.(a.) % 0.00%

B/1.(a.) $ $0.00 B/1.(a.) $ B/1.(a.) $ $0.00 B/1.(a.) $ $0.00

B/1.(a.) % 0.00% B/1.(a.) % 0.00% B/1.(a.) % 0.00% B/1.(a.) % 0.00%

B/1.(b.) $ $0.00 B/1.(b.) $ $0.00 B/1.(b.) $ $0.00

B/1.(b.) % 0.00% B/1.(b.) % 0.00% B/1.(b.) % 0.00%

2. Registration through IVR

B/2.(a.) $ $0.00 B/2.(a.) $ $0.00 B/2.(a.) $ $0.00 B/2.(a.) $ $0.00 B/2.(a.) $ $0.00

B/2.(a.) % 0.00% B/2.(a.) % 0.00% B/2.(a.) % 0.00% B/2.(a.) % 0.00% B/2.(a.) % 0.00%

B/2.(a.) $ $0.00 B/2.(a.) $ $0.00 B/2.(a.) $ $0.00 B/2.(a.) $ $0.00 B/2.(a.) $ $0.00

B/2.(a.) % 0.00% B/2.(a.) % 0.00% B/2.(a.) % 0.00% B/2.(a.) % 0.00% B/2.(a.) % 0.00%

B/2.(b.) $ $0.00 B/2.(b.) $ $0.00 B/2.(b.) $ $0.00 B/2.(b.) $ $0.00

B/2.(b.) % 0.00% B/2.(b.) % 0.00% B/2.(b.) % 0.00% B/2.(b.) % 0.00%

C. Returned Payments

C. (a.) $ $0.00 C. (a.) $

C. (a.) % 0.00% C. (a.) %

C. (a.) $ $0.00 C. (a.) $

C. (a.) % 0.00% C. (a.) %

C. (b.) $ $0.00 C. (b.) $

C. (b.) % 0.00% C. (b.) %





(b.) Check (EFT, ACH, E-Check)

$1,200 - unlimited

$1,200 - unlimited

$0.01 - $1,200

(b.) Check (EFT, ACH, E-Check) $0.01 - Unlimited

$0.01 - $1,200

$0.01 - Unlimited

(a.) Debit/Credit Card

Bad Payment Fee

Fees specific to returned

payments

$0.01 - $1,200

IVR Fee

Fees specific to over-the-

phone payments

EFT Fee

Fees specific to check

payments

Interchange Fee

Fees specific to card payments

(bank-to-bank fee)


Authorization Fee

Fees specific to card payments

(communication point fee)

Service Fee

Additional fee assessed by

the payment processor

Tokenization Fee

Fees specific to storing payment

data for Autopay or future

scheduled payments

$1,200 - unlimited



$0.01 - $1,200



$1,200 - unlimited

$1,200 - unlimited

$0.01 - $1,200







Transaction Type

Payment Amount Range

Respondent to add rows if

additional $ brackets needed


1. Web

2. IVR

B. Autopay






(b.) Check (EFT, ACH, E-Check)

$1,200 - unlimited

$1,200 - unlimited

$0.01 - $1,200


$0.01 - $1,200

$0.01 - Unlimited


$0.01 - $1,200


$1,200 - unlimited



$0.01 - $1,200



$1,200 - unlimited

$1,200 - unlimited

$0.01 - $1,200



Explanation


A/1.(a.) $ $0.00 A/1.(a.) $ $0.00

A/1.(a.) % 0.00% A/1.(a.) % 0.00%

A/1.(a.) $ $0.00 A/1.(a.) $ $0.00

A/1.(a.) % 0.00% A/1.(a.) % 0.00%

A/1.(b.) $ $0.00 A/1.(b.) $ $0.00

A/1.(b.) % 0.00% A/1.(b.) % 0.00%

A/2.(a.) $ $0.00 A/2.(a.) $ $0.00

A/2.(a.) % 0.00% A/2.(a.) % 0.00%

A/2.(a.) $ $0.00 A/2.(a.) $ $0.00

A/2.(a.) % 0.00% A/2.(a.) % 0.00%

A/2.(b.) $ $0.00 A/2.(b.) $ $0.00

A/2.(b.) % 0.00% A/2.(b.) % 0.00%

B/1.(a.) $ $0.00 B/1.(a.) $ $0.00

B/1.(a.) % 0.00% B/1.(a.) % 0.00%

B/1.(a.) $ $0.00 B/1.(a.) $ $0.00

B/1.(a.) % 0.00% B/1.(a.) % 0.00%

B/1.(b.) $ $0.00 B/1.(b.) $ $0.00

B/1.(b.) % 0.00% B/1.(b.) % 0.00%

B/2.(a.) $ $0.00 B/2.(a.) $ $0.00

B/2.(a.) % 0.00% B/2.(a.) % 0.00%

B/2.(a.) $ $0.00 B/2.(a.) $ $0.00

B/2.(a.) % 0.00% B/2.(a.) % 0.00%

B/2.(b.) $ $0.00 B/2.(b.) $ $0.00

B/2.(b.) % 0.00% B/2.(b.) % 0.00%

$0.00 C. (a.) $ $0.00 C. (a.) $ $0.00

0.00% C. (a.) % 0.00% C. (a.) % 0.00%

$0.00 C. (a.) $ $0.00 C. (a.) $ $0.00

0.00% C. (a.) % 0.00% C. (a.) % 0.00%

$0.00 C. (b.) $ $0.00 C. (b.) $ $0.00

0.00% C. (b.) % 0.00% C. (b.) % 0.00%

Total Transactional Fees

Per transaction

Other Fees

Name and list any other fees.

Proposer add columns as

necessary

Bad Payment Fee

Fees specific to returned

payments





Transaction Type Average

Monthly Event

Count

Average

Transaction

Amount

Monthly

Transaction

Amount

Estimated

Total Annual

Transaction

Fees Year 1

Estimated Total

Annual

Transaction

Fees1

Year 2

Estimated Total

Annual

Transaction

Fees1

Year 3

Estimated Total

Annual

Transaction

Fees1

Year 4

Estimated Total

Annual

Transaction

Fees1

Year 5

Explanation



1. Web

(a.) Debit/Credit Card 9,400 75 $705,000 $0.00 $0.00 $0.00 $0.00 $0.00(b.) Check (EFT, ACH, E-Check) 6,200 75 $465,000 $0.00 $0.00 $0.00 $0.00 $0.00

2. IVR

(a.) Debit/Credit Card 7,000 75 $525,000 $0.00 $0.00 $0.00 $0.00 $0.00

(b.) Check (EFT, ACH, E-Check) 2,100 75 $157,500 $0.00 $0.00 $0.00 $0.00 $0.00

B. Autopay


(a.) Debit/Credit Card 2,000 100 $200,000 $0.00 $0.00 $0.00 $0.00 $0.00

(b.) Check (EFT, ACH, E-Check) 24,100 100 $2,410,000 $0.00 $0.00 $0.00 $0.00 $0.00


(a.) Debit/Credit Card N/A N/A 0 $0.00 $0.00 $0.00 $0.00 $0.00

(b.) Check (EFT, ACH, E-Check) N/A N/A 0 $0.00 $0.00 $0.00 $0.00 $0.00


(a.) Debit/Credit Card 150 75 $11,250 $0.00 $0.00 $0.00 $0.00 $0.00

(b.) Check (EFT, ACH, E-Check) 140 75 $10,500 $0.00 $0.00 $0.00 $0.00 $0.00

Total Annual613,080 ---- 53,811,000 $0 $0 $0 $0 $0

1Transaction Fees are being used for estimating a comparative cost of ownership assuming a 5% annual increase in the number of customers.

Year 1 (Current)

List all other comments here. Don't forget to check your formulas.

PAYMENT ESTIMATED ANNUAL FEES

Instructions: Using the proposed fees and CAW's historical usage, estimate the annual cost for the next five years.

Respondent Name


ATTACHMENT K – THIRD-PARTY BILL PRINT PRICING SCHEDULES

CONTRACT:



ATTACHMENT K - BILL PRINT PRICING SCHEDULES (OPTIONAL)



PRICING SCHEDULES-SUMMARYRespondent Name

Scope:

Bill Print

Price Categories for Implementation Fixed Price

One-Time Implementation Services and Travel:Professional Services (Schedule 2) -$Travel & Other Expenses (Schedule 3) -$

Support and Maintenance - 5 years (Schedule 4) -$Printing & Mailing 5 years (Schedule 4) -$Print Stock Inventory Management 5 years (Schedule 4) -$


-$

-$

-$

-$

-$

-$

-$

Total Implementation Price - Not To Exceed -$

5 Year Total Cost of Ownership -$

Instructions: Complete the fields in the 2, 3, 4, and 5 tabs. Data will auto-populate into the summary tab. CAW is not responsible for the accuracy of the formulas or the data.






ATTACHMENT K - BILL PRINT PRICING SCHEDULES (OPTIONAL)CENTRAL ARKANSAS WATER


PROFESSIONAL SERVICES

Bill Print

Professional Services - Implementation HoursFixed Hourly

RatePrice Comments

1 Professional Services $ - $ -2 Integration and Interface Development $ - $ -

$ - $ -$ - $ -$ - $ -

0 $ -



Hours Fixed Hourly

Rate

Price Comments

$ - $ -

$ - $ -

$ - $ -

$ - $ -

0 $ -

0 $ -Total

Project Implementation




Respondent Name

Price Professional Services for the following required services:

Subtotal

Subtotal





Total

Cost

All trips

Airfare $ - $ -

Lodging $ - $ -

Meals $ - $ -


Parking $ - $ -

Mileage $ - $ -




Respondent Name

Quantity

(All Trips)


Category Unit Cost




UNIT COSTS WORKBOOK - FIVE (5) YEAR EXTENDED PRICE

CAW reserves the right to clarify pricing structures and normalize Respondent's extend pricing, based listed forecasts and Respondent provided pricing.Bidder shall populate the boxes in grey.

# ITEM

ESTIMATED

ANNUAL

QUANTITIES

PRICE

STRUCTUREUOM

Unit Price

(rate)

ONE YEAR

EXTENDED

NUMBER OF

YEARSEXTENDED PRICE

Explanation


$0.001 AD - HOC Labor Cost ($ / hour) 200 Firm Fixed Hour $0.000 $0.00 5 $0.00

$0.00

3

Unit cost for bill printing - Single sided, black and white, 8.5" x 11" pre-

printed bill stock (supplied), trifold with perforated payment coupon on

bottom third(1/3) of paper. Bills contain an OCR line with account #,

payment amount, and check digits.

1,680,000 Firm Fixed PAGE $0.000 $0.00 5 $0.00

4Unit cost for printing bill envelope - #10 Window – Reverse Flap

(supplied)1,680,000 Firm Fixed ENVELOPE $0.000 $0.00 5 $0.00

5Unit cost for printing return envelope - #9 Regular (supplied). Included

with accounts not enrolled in recurring ACH payment or on credit

balance bills.

1,320,000 Firm Fixed ENVELOPE $0.000 $0.00 5 $0.00

6 Unit cost for letter printing - each page (stock supplied) 30,000 Firm Fixed PAGE $0.000 $0.00 5 $0.007 Unit cost to insert printed letter (in mailing) 30,000 Firm Fixed PAGE $0.000 $0.00 5 $0.00

8Unit cost for insert printing - each page (size varies from single panel

to bi-fold)1,680,000 Firm Fixed PAGE $0.000 $0.00 5 $0.00

9 Unit cost to insert printed insert (in mailing) 1,680,000 Firm Fixed PAGE $0.000 $0.00 5 $0.00$0.00

10 managing of bill stock 1 Firm Fixed Annual $0.00 $0.00 5 $0.0011 managing of envelope stock 1 Firm Fixed Annual $0.00 $0.00 5 $0.0012 managing of letter stock 1 Firm Fixed Annual $0.00 $0.00 5 $0.0013 managing of insert stock 1 Firm Fixed Annual $0.00 $0.00 5 $0.00

$0.00

Respondent Name

List all other comments here.Don't forget to check your formulas!



Printing & Mailing

Five (5) Year Contract Amount (Evaluated Price)

Print Stock Inventory Management




INCLUDED WORK

Respondents shall check either the “per the Rates Workbook” column or the “Free of Charge” column for each line.

Charged per Workbook Rates(Rates should be the same as in the tab "6 Unit

Costs Workbook")

This services (Work) is provide

to CAW Free of Charge for the

duration of the contract

1 AD - HOC Labor Cost ($ / hour)

2 Add lines as required.

3Unit cost for bill printing - Single sided, black and white, 8.5" x 11" pre-printed bill stock(supplied), trifold with perforated payment coupon on bottom third(1/3) of paper. Bills containan OCR line with account #, payment amount, and check digits.

4 Unit cost for printing bill envelope - #10 Window – Reverse Flap (supplied)

5Unit cost for printing return envelope - #9 Regular (supplied). Included with accounts notenrolled in recurring ACH payment or on credit balance bills.

9 Unit cost for letter printing - each page stock supplied10 Unit cost to insert printed letter (in mailing)11 Unit cost for insert printing - each page12 Unit cost to insert printed insert (in mailing)

13 managing of bill stock14 managing of envelope stock15 managing of letter stock16 managing of insert stock

Respondent Name

Print Stock Inventory Management




Response Rates Workbook - Reference


Printing & Mailing


ATTACHMENT L – MOBILE WORK FORCE MANAGEMENT PRICING SCHEDULES

CONTRACT:



ATTACHMENT L - MOBILE WORK FORCE MANAGEMENT SYSTEM PRICING SCHEDULES




SUMMARY PRICING - Optional Systems

Respondent Name

Software Name

Price Categories For Mobile Work Force Management System Fixed Price

Software License Fees (Schedule 2) -$

Services (Schedules 3 through 4):

Professional Services (Schedule 3) -$

Interfaces (Schedule 4) -$

Travel & Other Expenses (Schedule 5) -$


-$

-$

-$

-$

-$


Price for SaaS (Schedule 6) SaaS Fixed Price

Implementation -$

Year 1 (Begins at Go-Live) -$

Year 2 -$

Year 3 -$

Year 4 -$

Year 5 -$

SaaS Price, Implementation through Year 5 -$


Ongoing Software Maintenance and Support

Fixed Price for

Standard

Maintenance

Fixed Price for

Alternate


Year 1 (Begins at Go-Live) -$ -$ CAW expects maintenance coverage to begin at go-live





Total Software Maintenance Price, Year 1-5 -$ -$1Alternate annual maintenance fee is a different support agreement from the standard. This could entail more support (24x7), less support, or not applicable.

Standard Enhanced


ATTACHMENT L: PRICING SCHEDULES - Mobile Work Force Management - Optional











ATTACHMENT L - MOBILE WORK FORCE MANAGEMENT SYSTEM PRICING SCHEDULESCENTRAL ARKANSAS WATER


Respondent Name

Software Name

Module One-Time Fixed

Price

Quantity Unit Price Standard

Annual

Maintenance

Fee

Standard

Annual

Maintenance

Fee as a % of

License

Explanation



Alternate

Annual

Maintenance

Fee2

Alternate

Annual

Maintenance

Fee as a % of

License

Explanation



Required oftware License Fees(list separately-priced solutions individually)

Mobile Work Force Management System (MWFMS) $ - $ - $ - 0.00% $ - 0.00%$ - $ - $ - 0.00% $ - 0.00%$ - $ - $ - 0.00% $ - 0.00%$ - $ - $ - 0.00% $ - 0.00%

Source code escrow1 $ -

Subtotal $ - $ - 0.00% $ - 0.00%



Standard

Annual

Maintenance

Fee

Standard

Annual

Maintenance

Fee as a % of

License

Explanation



Alternate

Annual

Maintenance

Fee2

Alternate

Annual

Maintenance

Fee as a % of

License

Explanation



Required Third-Party Software (list third party items andlicense fees individually; include price for additional databaselicenses)

$ - $ - $ - 0.00% $ - 0.00%

$ - $ - $ - 0.00% $ - 0.00%

$ - $ - $ - 0.00% $ - 0.00%

$ - $ - $ - 0.00% $ - 0.00%

$ - $ - $ - 0.00% $ - 0.00%

Subtotal $ - $ - 0.00% $ - 0.00%

Total

Software License Fees List Price$ - $ - $ -

LICENSES

1Source code escrow is the deposit of the source code of software with a third party escrow agent. Escrow is typically requested by a party licensing software (the licensee), to ensure maintenance of the software.

2Alternate annual maintenance fee is a different support agreement from the standard. This could entail more support (24x7), less support, or not applicable.

3Additional Comments - use space below as needed






Professional Services for Mobile Work Force Management System

(Please list all tasks and subtasks) Hours

Fixed Hourly

Rate Price Comments


2 Installation $ - $ -

3 Discovery $ - $ -

4 Data Conversion and Mapping $ - $ -

5 System Configuration and Installation $ - $ -

6 Integration and Interface Development $ - $ -

7 Testing-Integration, Validation and Acceptance $ - $ -

8 Training $ - $ -


10 Mock Go-lives and Cutover $ - $ -

11 Go-live and System Acceptance $ - $ -

12 Performance Tuning $ - $ -


14 Post Go-Live Training $ - $ -

0 $ -

Professional Services for Modifications to Standard Software (list each one):


Hours Fixed Hourly

Rate

Price Comments

1 Modifications to Standard Software (list each one): $ - $ -2 $ - $ -3 $ - $ -4 $ - $ -5 $ - $ -6 $ - $ -7 $ - $ -8 $ - $ -

0 $ -



Hours Fixed Hourly

Rate

Price Comments

1 Professional Services for Additional Systems (list each one) $ - $ -2 $ - $ -3 $ - $ -4 $ - $ -5 $ - $ -6 $ - $ -7 $ - $ -8 $ - $ -

0 $ -

0 $ -






Software Name

Subtotal

Total

Subtotal

Subtotal




INTERFACES



Go-live or

FutureHours

Fixed Hourly


1 $0.00 $0.00

2 $0.00 $0.00

3 $0.00 $0.00

4 $0.00 $0.00

5 $0.00 $0.00

6 $0.00 $0.00

7 $0.00 $0.00

8 $0.00 $0.00

9 $0.00 $0.00

10 $0.00 $0.00

11 $0.00 $0.00

12 $0.00 $0.00

13 $0.00 $0.00

14 $0.00 $0.00

15 $0.00 $0.00

16 $0.00 $0.00

17 $0.00 $0.00

18 $0.00 $0.00

19 $0.00 $0.00

20 $0.00 $0.00

21 $0.00 $0.00

22 $0.00 $0.00

Total 0 $ -1 Please use the specific rate for each title assigned to Integration. Add rows as needed, ensuring accurate cell calculations.


Respondent Name

Software Name







Total

Unit Cost Cost

All trips

Airfare $ - $ -

Lodging $ - $ -

Meals $ - $ -


Parking $ - $ -

Mileage $ - $ -


Respondent Name




Software Name

Quantity

(All Trips)Category


ATTACHMENT L - MOBILE WORK FORCE MANAGEMENT SYSTEM PRICING SCHEDULES



SaaSRespondent Name

Software Name

Price CategoriesUsers/Months

Implementation

Time Period

Fixed Price

Implementation

Time Period

Users/Months

Year 1

Fixed Price

Year 1

Users/Months

Year 2

Fixed Price

Year 2

Users/Months

Year 3

Fixed Price

Year 3

Users/Months

Year 4

Fixed Price

Year 4

Users/Months

Year 5

Fixed Price

Year 5Explanation (if necessary)1

Services:

Professional Services -$ -$ -$ -$ -$ -$

Interfaces -$ -$ -$ -$ -$ -$


Annual Service Fees

Test Environment -$ -$ -$ -$ -$ -$

Development Environment -$ -$ -$ -$ -$ -$

Train Environment -$ -$ -$ -$ -$ -$

Conversion Validation Environment -$ -$ -$ -$ -$ -$


-$ -$ -$ -$ -$ -$

-$ -$ -$ -$ -$ -$

-$ -$ -$ -$ -$ -$

Total SaaS Price - Not To Exceed -$ -$ -$ -$ -$ -$

Implementation Year 1 Year 2 Year 3 Year 4 Year 5

5 Year Total Cost of Ownership (Services) $ - $ - $ - -$ $ - -$

1 Additional Comments. Provide full explanation here if needed.





ATTACHMENT M – HARDWARE PRICING SCHEDULES

CONTRACT:



ATTACHMENT M - HARDWARE PRICING SCHEDULES (OPTIONAL)CENTRAL ARKANSAS WATER



HARDWARE SUMMARY PRICING

Respondent Name

Price Categories For Hardware Fixed Price

Hardware (Schedule 2) -$

Professional Services (Schedule 3) -$


-$

-$

-$

-$

-$

-$



Ongoing Hardware Maintenance and Support

Fixed Price for

Standard

Maintenance

Fixed Price for

Alternate


Year 1 (Install year) -$ -$ CAW expects maintenance coverage to begin at install and test.





Total Hardware Maintenance Price, Year 1-5 -$ -$1Alternate annual maintenance fee is a different support agreement from the standard. This could entail more support (24x7), less support, or not applicable.

Standard Enhanced





ATTACHMENT M: PRICING SCHEDULES - Hardware (Optional)









HARDWARE

TotalQuantity Unit Cost Cost

Hardware

System 1 (e.g. CIS)/ Production Environment

Item $ - $ - $ - $ -

Item $ - $ - $ - $ -

System 1 (e.g. CIS)/ Hot Stand By Environment

Item $ - $ - $ - $ -

Item $ - $ - $ - $ -

System 2 (e.g. BI)/ Production Environment

Item $ - $ - $ - $ -

Item $ - $ - $ - $ -

System 2 (e.g. BI)/ Hot Stand By Environment

Item $ - $ - $ - $ -

Item $ - $ - $ - $ -

Contingency $ - $ -

Total 0 $ - $ - $ -


Alternate Annual

Maintenance Fee



Respondent Name

Respondent Instructions: Provide pricing for recommended Hardware for all requested environments for each system, application and tool.Tip: To insert rows, go to an entry cell and use "Insert" from the menu bar (right click will not allow insertion of rows).

Expected Useful

Life (in months)

Annual Maintenance

Fee


Recommended Hardware




Professional Services for CIS Implementation

(Please list all tasks and subtasks) Hours

Fixed Hourly

Rate Price Comments

1 Hardware Installation and Configuration $ - $ -

2 Hardware Test $ - $ -

$ - $ -

$ - $ -$ - $ -

0 $ -



Hours Fixed Hourly

Rate

Price Comments

$ - $ -$ - $ -$ - $ -$ - $ -

0 $ -

0 $ -






Subtotal

Total

Subtotal


ATTACHMENT N – PROPOSAL COVER LETTER

CONTRACT:


Responder Name:

☐ Single Firm ☐ Multi-firm venture

Address:

Tax Identification #:

Description of the nature of the entity:

List of all sub-consultants, if any that are a part of the proposal.

1.

2.

3.

4.

Responder’s Contact Person

Name:

Title:

Telephone #:

Email:

Responder’s Authorized Representative

Name:

Title:

Telephone #:

Email:

Date:


ATTACHMENT O – NON-COLLUSION AFFIDAVIT

CONTRACT:


_____________________________________________________________ deposes,

(Name) (Title)

And says that ….

_____________________________________________________________

(Name of Company or other form of business)

Has not, either directly or indirectly, entered into any contract or participated in any collusion or

otherwise taken any action in restraint of free competition in connection with the proposal leading

to the foregoing agreement or in connection with the agreement.

That the proposal leading to this agreement has been independently arrived at without collusion

with any other proposer or any other competitor or potential competitor.

That the proposal leading to this agreement has not been knowingly disclosed prior to the opening

of proposal to any other proposer or competitor.

That no attempt has been made to induce any other person or Company to submit or not to submit

a proposal which may have led to this agreement.

This above statement is accurate under penalty of perjury.

______________________________________

(Signed)

Subscribed and Sworn to before me

This ____ day of ____________________, ________Year

Notary Public

A. My commission expires __________ Year


ATTACHMENT P – SIGNATURE PAGE

CONTRACT:


SIGNATURE PAGE

Each individual executing this proposal on behalf of a Respondent represents and warrants that

he/she has been authorized to do so by the Board of Directors or other concerned parties who have

an interest in the business.

Each individual executing this proposal certifies with their signature below that the information

contained in the Proposal Response is true and accurate to the best of their knowledge.

I affirm that I have read and understand all the provisions set forth in this RFP invitation. I, the

undersigned, guarantee our Response meets or exceeds specifications contained in the RFP

document. Our firm will comply with all provisions and conditions as specified. All requested

information has been submitted as requested.

____________________________________

BUSINESS OR CORPORATION NAME

BY: ______________________________

TITLE: ______________________________

DATE: ______________________________


ATTACHMENT Q – CLIENT REFERENCES

CONTRACT:


The Respondent is responsible to ensure the contact information is accurate and correct.

A. Date (s) of Services: ________________________________________________

Main Location: ________________________________________________

Contact Name (s) ________________________________________________

Contact Phone: ________________________________________________

Email: ________________________________________________

B. Date (s) of Services: ________________________________________________

Main Location: ________________________________________________

Contact Name (s) ________________________________________________

Contact Phone: ________________________________________________

Email: ________________________________________________

C. Date (s) of Services: ________________________________________________

Main Location: ________________________________________________

Contact Name (s) ________________________________________________

Contact Phone: ________________________________________________

Email: ________________________________________________

D. Date (s) of Services: ________________________________________________

Main Location: ________________________________________________

Contact Name (s) ________________________________________________

Contact Phone: ________________________________________________

Email: ________________________________________________

Additional sheets may be used if required.


ATTACHMENT R – INTERFACES

CONTRACT:



ATTACHMENT R1 - INTERFACES



Item # CAW/BP/

External

Interface Description Systems

Interfaced

Direction Frequency Interface Format Interface Type Existing/New/Conversion

Document Management1 CAW Document Management (timing

uncertain)

Document Management System to be selected and implemented

parallel to this project.

CIS/DocMgmt Bidirectional Real-time API API New (with CIS or post implementation)

Payments See High Level Payments Process2 External Cashiering Included in current CIS.3 External Clearent Credit Card Processor Reversals downloadable from portal CIS/Clearent Incoming to CIS Daily View in web list Web New4 External enQuesta ACH Bank routing, account and balance due information submitted to

CAW Bank

CIS/First Security

Bank

Outgoing from CIS Daily Post to Security

Website

Existing

5 External First Security Bank -- Lockbox

outgoing

Lockbox Cash Only Customers and List of accounts and

balances

CIS/First Security

Bank

Outgoing from CIS Daily Flat file FTP (FileZilla) Existing

6 External First Security Bank -- Lockbox

incoming

Lockbox

Reversals

CIS/First Security

Bank

Incoming to CIS Daily Payment in

standard format;

reversals in custom

format

Web Existing (Payments)

New (Reversals)

7 External First Security Bank EDI/EFT CIS/First Security

Bank

Incoming to CIS Daily PDF Web New

8 External Fiserv CheckFree Payment details in ftp download

Reversal details via fax

CIS/CheckFree Incoming to CIS Daily Payment in

standard format;

reversals in custom

format

FTP Existing (Payments)

New (Reversals)

9 External Fiserv QuickPay Payment details in email attachment

Reversal details in email attachment

CIS/QuickPay Incoming to CIS Daily Payment in

standard format;

reversals in custom

format

email Existing (Payments)

New (Reversals)

10 External InvoiceCloud -- Balance Details Customer balance details exported daily CIS/InvoiceCloud Outgoing from CIS Daily BIF/BAF File transfer Existing/New EBPP11 External InvoiceCloud -- Reversals, NSF & Net

series 7

Reversals from website

NSF

Net series 7 (denied by processor)

CIS/InvoiceCloud Incoming to CIS Daily Custom format Web New EBPP

12 External InvoiceCloud -- Credit card charge

backs

Credit card charge backs from website CIS/InvoiceCloud Incoming to CIS Daily Custom format Web New EBPP

13 External InvoiceCloud -- Payments Payments reflected real-time via API CIS/InvoiceCloud Incoming to CIS Real-time API API Existing/New EBPP14 External iPay Payment details in ftp download


CIS/iPay Incoming to CIS Daily Payment in

standard format;

reversals in custom

format


New (Reversals)

15 External Metavante Payment details in email attachment


CIS/Metavante Incoming to CIS Daily Payment in

standard format;

reversals in custom

format

email Existing (Payments)

New (Reversals)

16 External Online Resources Payment details in ftp download


CIS/Online

Resources

Incoming to CIS Daily Payment in

standard format;

reversals in custom

format


New (Reversals)

17 External Selectron IVR sub to InvoiceCloud; all communication through

InvoiceCloud

NA New EBPP

Field Services18 CAW Access -- Eng. DB / Fire Service Ability to view fire service details from within Engineering DB CIS/Eng. DB Outgoing from CIS Real-time or daily DB Query DB query New19 CAW Cityworks Currently supports field customer service work, field customer

service inspectors, and distribution. Include support for work

started in Cityworks.

CIS/Cityworks Bidirectional Real-time API API Existing

20 CAW Mobile Work Force Management

System

Manage field service work related to customers CIS/MWFMS Bidirectional Real-time API API New

21 CAW Mobile Work Force Management

System to Document Management

Manage field service work attachments related to customers MWFMS/DM Bidirectional Real-time API API New

Geographical22 CAW GIS AVLS to WMMS Automatic Vehicle Location Service information available from

GIS to MWFMS including driver name, department, truck

number, vehicle on/off status, speed and location.

GIS/MWFMS Incoming to

MWFMS

Real-time` REST API REST API New (existing between GIS and Cityworks)

23 CAW GIS Nightly Update & Real-Time API Link based on street address, account number or meter serial

number. CIS is System of Record for basic customer account

info, meter information, and 12-month consumption history.

GIS is system of record for service information and premise

addresses. Note that parcel information may be delayed and

therefore Parcel Numbers will be used for information and not as

a primary link between the systems.

CIS/GIS Bidirectional CIS to GIS nightly,

CIS real-time look-

ups of GIS info &

maps

DB View nightly,

WebAPI for real-

time

WebAPI Existing and New

Instructions: Review the Interfaces to complete the price estimates in Attachment I, CIS Functional Pricing Schedules; Attachment J, Electronic Bill Payment and Presentation Pricing Schedules; and Attachment L, Mobile Work Force Management Pricing Schedules.


ATTACHMENT R1 - INTERFACES



Item # CAW/BP/

External

Interface Description Systems

Interfaced

Direction Frequency Interface Format Interface Type Existing/New/Conversion

Instructions: Review the Interfaces to complete the price estimates in Attachment I, CIS Functional Pricing Schedules; Attachment J, Electronic Bill Payment and Presentation Pricing Schedules; and Attachment L, Mobile Work Force Management Pricing Schedules.

24 CAW GIS Assessor's Office (future) Obtain property ownership information from Assessor layer for

property with fire service which can be liened. (Future)

CIS/GIS Bidirectional Monthly WebAPI WebAPI New/Post implementation

Billing25 CAW Bill Printer - Canon imageRUNNER

8505i

Bills and notices print to pdf, which is passed to Fiery, which

creates the print file. Release the print file.

CIS/Fiery/Printer Outgoing from CIS Daily PDF File transfer Existing

26 CAW CASS USPS Address Certification CIS/CASS Bidirectional Daily API API NewIdentity Validation

27 CAW MetroNet and Experian New customers who are not in the database. Verifies SSN and

date of birth and name.

CIS/MetroNet

Experian

Bidirectional Real-time API API New

Communication -- Payments See High Level Payments Process28 External InvoiceCloud -- Customer Portal Customer portal

- Payments (one-time and recurring)

- Elect paperless billing

- View bill history

- Configure pay by text

CIS/InvoiceCloud Bidirectional Real-time Web File transfer Existing/New EBPP

Communication -- Other29 CAW IVR Customer Information Balance Inquiries and ability to set up payment arrangements CIS/IVR Outgoing from CIS Daily API API Existing30 CAW IVR Outgoing Collection Collections Calls CIS/IVR Outgoing from CIS Weekly API API Existing31 CAW IVR Outgoing Outage Outage Notifications CIS/IVR Outgoing from CIS Intermittent DB Query SQL DB New32 CAW WebConnect Customer portal

- Transfer to InvoiceCloud for payments (one time and

recurring)

- Service request form for initiate an address change, start and

stop service

- Maintain address, phone number and email address

CIS/WebConnect Bidirectional Real-time API API Existing

Meter Services33 CAW Itron MVRS/FCS Request meter readings, receive meter readings and reading

codes.

CIS/FCS Bidirectional Ad hoc real-time to

FCS; daily from FCS

to CIS

Flat file Flat file MVRS Existing, FCS New

34 CAW Master Meter Readings from SCADA Once the DMZ is in place, it will be possible to electronically

gather master meter information currently collected by SCADA.

This could support time of use billing.

CIS/SCADA Incoming to CIS Monthly CSV Scheduled file

transfer

New

35 CAW Test Bench (future) Current test bench does not support automation. CIS/Test Bench Incoming to CIS TBD New/Post implementation36 CAW Cityworks Inventory CAW, the CIS vendor and the Cityworks consultant will work

together to draft a process to support receiving inventory. This

may include an interface (direction to be determined) or parallel

imports of meter inventory details.

WMS/CIS TBD Daily TBD TBD New

ERP37 CAW Microsoft Great Plains Financials CIS/GP Outgoing from CIS Daily Flat file load via

GP integration

Scheduled file

transfer

Existing

38 CAW Refunds/GP Refund requests/confirmation CIS/GP Bidirectional Monthly Flat file load via

GP integration

On demand file

transfer

Existing


Customer Information System (CIS)

ATTACHMENT R2 – OTHER CIS INTERFACES

DocumentManagement

(timinguncertain)

AccessEngineering DB

/ Fire Service

CityworksWork Orders

MobileWork ForceManagement

System

Bill Printer

CASS

MetroNet &Experian

IVR – BalanceInquiries

IVR –Collection

Calls

IVR – OutageNotification

WebConnectService Order

Updates

Itron FCS

Master MeterReadings from

SCADA

CityworksInventory

GIS PropertyOwnership

Info (future)

MicrosoftDynamics GP

Refunds/GP

New Existing Incoming toCIS

Outgoing from CIS

GIS Location

GeographicalERP

DocumentManagement

FieldServices Billing

IdentityValidation

Communication- Other

MeterServices

Bi-directional to/from CIS

CustomerPortal

PaymentConfiguration

Meter TestBench (future)

GIS AVLS


EDI/EFT – Fed Wire

Bank

Bank

ATTACHMENT R3 – CAW High Level Payments Process

Little Rock Office(Accept Cash, Credit and Checks)

FiServ QuickPay LocationsIncluding North Little Rock

(Payment types at thirdparty discretion) First Security

Bank

MobileDevices

IVRSelectron

Credit / DebitVISA, MC & DiscoverOne-time or recurring

Credit / DebitVISA, MC & Discover

Text

Invoice CloudPaymentsFTP

download

PaymentsEmail file

attachment

PaymentsFTP

download

PaymentsEmail file

attachment

CC ChargeBacks website

Accounts,Balances,Due Dates

PaymentsReflected

real-time via API

Payments PDFPayments PDF(includes all

payments, notonly EDI)

One-timeEFT

$ - * Net series 7

RecurringACH

$

Reversalsweb portal

PaymentsEntered directlyinto enQuesta

$Bank

iPay

$

ReversalsManualPortal

$

$

Clearent CCProcessor

Recurring

PaymentsFTP upload

$

enQuestaACH

First Security BankLock Box

$

Payments/Website

download

$Third PartyPaymentLocations

PaymentsWeb

download

$

$

FiServ CheckFree

Bank

$ - * Net series 7

$ - * Net series 7

Reversals from websiteNSF *Net series 7

rejects

ReversalsEmail file

attachment

Metavante

Bank

OnlineResources

Bank

Reversalsfax

LockboxAccount #s

Customer Information System (CIS)


APPENDIX R4 – CAW INTERFACE DESCRIPTIONS

1. DM – Document Management (Timing Uncertain)

Status Interface Direction Frequency/

Volume

Transfer

Method

COTS

Package

Current NA

Current functionality: Document Management System to be selected and implemented

parallel to this project.

Future Bidirectional Real-time API New

Future functionality to

be delivered at

implementation:

If the Document Management is not available in time to interface

with the CIS, use out of the box functionality to store files linked to a

network file share or stored directly in the database.


be delivered post-

implementation:

When the Document Management system is available:

o Submit documents created in CIS with configured metadata

to document management system.

o Allow CIS users to access documents in the document

management system related to a customer, account, premise

or location from within CIS.

Data Sets C = Current

F = Future

P = Post Implementation

Type of Data From CIS

C/F/P

To CIS

C/F/P

Customer Info F/P F/P

Location Info F/P F/P

Asset Info F/P F/P

Work Order Info F/P F/P


2. Pay – Cashiering


Volume

Transfer

Method

COTS

Package

Current NA

Current functionality: Included in current CIS.

Future Bidirectional TBD TBD


be delivered at

implementation:

CIS vendor will propose a cashiering solution, either through a third

party add-on product or integrated with the CIS solution.


F = Future


C/F

To CIS

C/F

Customer Info F F

Balance Info F

Payment Info F


3. Pay – Clearent Credit Card Processor


Volume

Transfer

Method

COTS

Package

Current NA

Current functionality: Currently, payments are entered manually into enQuesta through the

cashiering module.

Money is sent from Clearent to First Security Bank.

Reversals are downloadable from Clearent portal.

Future Incoming to CIS Daily View in web

list

Web

New


be delivered at

implementation:

Continue to support use of Clearent for credit card payments.

Money will continue to be sent to First Security Bank.

Allow automatic application of payments to accounts via the

cashiering module (without requiring retyping) if possible, based on

Clearent capabilities.

Automate capture of reversals from website.

Automate or semi-automate reversal review and processing.


F = Future


C/F

To CIS

C/F

Customer Info F

Payment Info F


4. Pay – enQuesta In-house ACH

Status

Interface Direction Frequency/

Volume

Transfer

Method

COTS

Package

Current Outgoing Daily

Post to

Security

Website

Existing

Current functionality: Create list of accounts on ACH. Hold until two days before due date.

Edit prior to release to reflect interim payments. (Report to support

payments).

Release to First Security

o Post file to First Security website.

o Confirm upload totals.

o Includes bank routing and account number and amount due

and draft date and CAW routing and account number.

Two days later, run it through a draft program in enQuesta to post it

to the customer’s account that day. Goes in with the other cash

receipts for the day. Part of daily process.

Deposit to the bank is visible the next morning.

No pre-note needed.

NSFs.

Future Outgoing from CIS Daily Post to

Security

Website

New CIS


be delivered at

implementation:

Create and release ACH two days before scheduled due date.

o Include customers who have elected to pay via ACH.

o Include customers who have an outstanding balance due.

o Exclude customers with the waive ACH flag set.

Includes bank routing and account number and amount due and draft

date and CAW routing and account number.

Investigate using pre-note process.

Capture NSFs electronically.


F = Future


C/F

To CIS

C/F

Customer Info C/F

Balance Info C/F

Payment Info C/F

Enrollment Info C/F


5. Pay – First Security Bank – Lockbox Outgoing


Volume

Transfer

Method

COTS

Package

Current Outgoing from CIS Daily Flat File

FTP (FileZilla)

Existing

Current functionality: Lockbox Cash Only Customers – don’t accept payment.

List of accounts and balances for remaining customers.

Future Outgoing from CIS Daily Flat File

FTP (FileZilla)

Existing


be delivered at

implementation:

Retain current functionality.

Schedule report run and ftp transfer.


F = Future


C/F

To CIS

C/F

Customer Info C/F

Enrollment Info C/F


6. Pay – First Security Bank – Lockbox Incoming


Volume

Transfer

Method

COTS

Package

Current Incoming to CIS Daily Payment in

standard

format;

reversals in

custom

format

Web

Existing

(Payments)

Current functionality: Lockbox payments.

Reversals captured manually.

Future Incoming to CIS Daily Payment in

standard

format;

reversals in

custom

format

Web

Existing

(Payments)

New

(Reversals)


be delivered at

implementation:

Lockbox payments

Reversals captured automatically


F = Future


C/F

To CIS

C/F

Customer Info C/F

Payment Info C/F


7. Pay – First Security Bank – EDI/EFT


Volume

Transfer

Method

COTS

Package

Current Incoming to CIS Daily PDF

Web

Currently

manual

Current functionality: EDI/EFT

Future Incoming to CIS Daily PDF

Web

New


be delivered at

implementation:

EDI/EFT – work with Bank to obtain information electronically.


F = Future


C/F

To CIS

C/F

Customer Info C/F

Payment Info C/F


8. Pay – Fiserv CheckFree


Volume

Transfer

Method

COTS

Package


standard

format;

reversals in

custom

format

FTP

Existing

(Payments)

Current functionality: Payment details in ftp download.

Reversal details via fax (see attached sample).

Adobe Acrobat Document


standard

format;

reversals in

custom

format

FTP

Existing

(Payments)

New

(Reversals)


be delivered at

implementation:

Payment details in ftp download.

Reversal details fax; capture electronically if possible.


F = Future


C/F

To CIS

C/F

Customer Info C/F

Payment Info C/F


9. Pay – Fiserv QuickPay


Volume

Transfer

Method

COTS

Package


standard

format;

reversals in

custom

format

Email

Existing

(Payments)

Current functionality: Payment details in email attachment.

Reversal details in email attachment (see attached sample).

Adobe Acrobat Document


standard

format;

reversals in

custom

format

Email

Existing

(Payments)

New

(Reversals)


be delivered at

implementation:

Payment details in email attachment.

Reversal details in email attachment; capture electronically if

possible.


F = Future


C/F

To CIS

C/F

Customer Info C/F

Payment Info C/F


10. Pay – InvoiceCloud – Balance Details


Volume

Transfer

Method

COTS

Package

Current Outgoing from CIS

Incoming to CIS

Daily / Real-time BIF/BAF

API

File transfer

Existing

Current functionality: Current EBPP services provided by InvoiceCloud as a subcontractor

to Harris Systems & Software as part of the enQuesta service

contract.

Customer balance details exported daily.

Future Outgoing from CIS Daily BIF/BAF

File transfer

New

EBPP


be delivered at

implementation:

Customer balance details exported daily.

Real-time access for customers and employees.

Pricing for this interface should be included in Attachment I, CIS

Functional Pricing Schedules and Attachment J, Electronic Bill

Payment and Presentation Pricing Schedules, as appropriate.


F = Future


C/F

To CIS

C/F

Customer Info C/F C/F

Balance Info C/F

Payment Info C/F C/F

Enrollment Info C/F C/F


11. Pay – InvoiceCloud – Reversals, NSF & Net series 7


Volume

Transfer

Method

COTS

Package

Current Incoming to CIS Daily Custom format

Web

Currently

manual

Current functionality: Reversals from website.

NSF.

Net series 7 (denied by processor).

Future Incoming to CIS Daily Custom format

Web

New

EBPP


be delivered at

implementation:

Reversals from website (post automatically if possible rather than

manually key data).

NSF.

Net series 7 (denied by processor).





F = Future


C/F

To CIS

C/F

Customer Info C/F

Payment Info C/F


12. Pay – InvoiceCloud – Credit card charge backs


Volume

Transfer

Method

COTS

Package

Current Incoming to CIS Daily Custom format

Web

Currently

manual

Current functionality: Credit card charge backs from website.

Future Incoming to CIS Daily Custom format

Web

New

EBPP


be delivered at

implementation:

Credit card charge backs from website (electronic capture and posting

of charge backs desired).



Payment and Presentation Pricing Schedules, as appropriate..


F = Future


C/F

To CIS

C/F

Customer Info C/F

Payment Info C/F


13. Pay – InvoiceCloud – Payments


Volume

Transfer

Method

COTS

Package

Current Incoming to CIS Real-time API enQuesta

Current functionality: Payments applied real-time via API.

Future Incoming to CIS Real-time API New

EBPP


be delivered at

implementation:

Payments applied real-time via API.





F = Future


C/F

To CIS

C/F

Customer Info C/F

Balance Info C/F

Payment Info C/F


14. Pay – iPay


Volume

Transfer

Method

COTS

Package


standard

format;

reversals in

custom

format

FTP

Existing

(Payments)

Current functionality: Payment details in ftp download.

Reversal details via email / fax.


standard

format;

reversals in

custom

format

FTP

Existing

(Payments)

New

(Reversals)


be delivered at

implementation:

Payment details in ftp download

Reversal details via email / fax; capture electronically if possible


F = Future


C/F

To CIS

C/F

Customer Info C/F

Payment Info C/F


15. Pay – Metavante


Volume

Transfer

Method

COTS

Package


standard

format;

reversals in

custom

format

Email

attachment

Existing

(Payments)

Current functionality: Payment details in email file attachment.

Reversal details via email / fax.


standard

format;

reversals in

custom

format

Email

attachment

Existing

(Payments)

New

(Reversals)


be delivered at

implementation:

Payment details in email file attachment.

Reversal details via email / fax; capture electronically if possible.


F = Future


C/F

To CIS

C/F

Customer Info C/F

Payment Info C/F


16. Pay – Online Resources


Volume

Transfer

Method

COTS

Package


standard

format;

reversals in

custom

format

FTP

Existing

(Payments)

Current functionality: Payment details in ftp download

Reversal details via email / fax


standard

format;

reversals in

custom

format

FTP

Existing

(Payments)

New

(Reversals)


be delivered at

implementation:

Payment details in ftp download

Reversal details via email / fax; capture electronically if possible


F = Future


C/F

To CIS

C/F

Customer Info C/F

Payment Info C/F


17. Pay – Selectron


Volume

Transfer

Method

COTS

Package

Current No information on

current interface

Current functionality: IVR sub to InvoiceCloud; all communication through InvoiceCloud

Future Bi-directional Real-time

10,000/day

API New

EBPP


be delivered at

implementation:

Pass customer and balance details to payment vendor IVR using real-

time API.

Receive payment details real-time.





F = Future


C/F

To CIS

C/F


Balance Info C/F

Payment Info C/F


18. Field Service– Access – Eng. DB / Fire Service


Volume

Transfer

Method

COTS

Package

Current NA

Current functionality: Manually linked by enQuesta Account Number.

Ability to view fire service details from within Engineering DB.

Future Outgoing from CIS Real-time or daily DB Query New


be delivered at

implementation:

Ability to view fire service details, which are entered and maintained

in CIS, from within Engineering Access DB.


F = Future


C/F

To CIS

C/F

Customer Info F

Asset Info F

Enrollment Info F


19. Field Service – Cityworks


Volume

Transfer

Method

COTS

Package

Current Bidirectional Real-time

5,000 service

orders/week

API enQuesta /

Cityworks

Current functionality: Work orders pushed from enQuesta to Cityworks for Customer

Service Field. Status updates and completion details are returned to

enQuesta.

Currently supports field customer service work, field customer

service inspectors, and distribution. Includes support for work started

in Cityworks.

Future Bidirectional Real-time

5,000 service

orders/week

API Cityworks


be delivered at

implementation:

Customer Service Field work and field customer service inspector

work (only) may transition to a new Mobile Work Force Management

System to be provided as part of the CIS implementation.

Work requested in the new CIS may pass to Customer Service Field,

field customer service inspectors, or distribution, based on the work

request type.

Some work orders are created in Cityworks and pass to CIS. For

example, lead service replacements.

Pricing for this interface in Attachment I, CIS Functional Pricing

Schedules, should assume all work requested in CIS will pass to

Cityworks.


F = Future


C/F

To CIS

C/F

Customer Info C/F

Location Info C/F

Asset Info C/F C/F

Meter Readings C/F C/F

Balance Info C/F

Payment Info F Cancel

turn-off

orders in

real-time

when

payments

are made

Appointment Info C/F

Work Order Info C/F C/F

Water On/Off C/F

Service Line Info C F

MIU/MTU C/F C/F

File Attachments F

Status Inquiry C/F C/F

Comments / Notes C/F C/F


20. Field Service – Mobile Work Force Management System


Volume

Transfer

Method

COTS

Package

Current NA

Current functionality: Field service work is currently managed through Cityworks



be delivered at

implementation:

Manage field service work related to customers.

Manage field service inspections related to customers.

May require meter inventory (see Cityworks inventory interface,

below). Attachment L, Mobile Work Force Management Pricing

Schedules,

Pricing for this interface in Attachment L, Mobile Work Force

Management Pricing Schedules, should assume Customer Service

Field work and field customer service inspector work (only) will

transition to the new Mobile Work Force Management System. The

price reflected should take into account the services estimated for

Field Service – Cityworks in Attachment I, CIS Functional Pricing

Schedules.


F = Future


C/F

To CIS

C/F

Customer Info F

Location Info F

Asset Info F F

Meter Readings F F

Balance Info F

Payment Info F Cancel

turn-off

orders in

real-time

when

payments

are made

Enrollment Info

Appointment Info F

Work Order Info F F

Water On/Off F

Service Line Info F F

MIU/MTU F F

File Attachments F

Status Inquiry C/F C/F

Comments / Notes C/F C/F


21. Field Service – Mobile Work Force Management System to Document

Management


Volume

Transfer

Method

COTS

Package

Current NA

Current functionality: Document management system has not yet been selected.



be delivered at

implementation:

Manage field service work attachments related to customers.

Manage field service inspections attachments related to customers.

May include video, audio, photos, and engineering-size drawings.

Pricing for this interface in Attachment L, Mobile Work Force

Management Pricing Schedules, should assume Customer Service

Field work and field customer service inspector work (only) will

transition to the new Mobile Work Force Management System.


F = Future

Type of Data From MWFMS

C/F

To MWFMS

C/F

Customer Info F F

Location Info F F

Asset Info F F

Meter Readings

Balance Info

Payment Info

Enrollment Info

Appointment Info

Work Order Info F F

Water On/Off

Service Line Info F F

MIU/MTU F F

File Attachments F F


22. GIS – Automatic Vehicle Location System (AVLS) from GIS to Mobile Work

Management System (MWFMS)


Volume

Transfer

Method

COTS

Package

Current NA

Current functionality: No current interface. Interface exists between GIS and CityWorks.

Future Incoming to

MWFMS

Real-time updates

of truck locations

ESRI REST

API

GIS


be delivered at

implementation:

Automatic Vehicle Location Service information available from GIS

should be passed to Mobile Work Force Management System.

o Vehicle attributes include: Driver name, department, truck

number, vehicle on/off status, and speed.

Pricing for this interface should be included in Attachment L, Mobile

Work Force Management Pricing Schedules. An interface already

exists between AVLS and Cityworks, which is outside the scope of

this work.


F = Future


C/F

To CIS

C/F

From GIS

to

MWFMS

Location F


23. GIS – GIS Nightly Update & Real-Time API


Volume

Transfer

Method

COTS

Package

Current Outgoing to GIS Monthly

650,000 accounts

(active and

inactive)

150,000 meters

205,000

consumption

150,000 service

laterals (service

material, length,

size, size of main to

which it is

connected)

140,000 Premise

addresses

SQL Server ESRI GIS

Current functionality: Link based on service street address, account number or meter serial

number. CIS is System of Record for basic customer account info,

meter information, and 24-month consumption history. GIS is system

of record for service information and premise addresses. City

Assessor is system of record for parcel ids (block and lot), which are

considered optional information in GIS due to the delay in

availability and updates.

Future Bidirectional Outgoing: Nightly

or real-time view

120,000

Bidirectional: Real-

time

< 500/day

Outgoing:

Bidirectional:

WebAPI


be delivered at

implementation:

Bidirectional real-time from billing system user interface to support

customer interactions and research.

CSRs will be able to see a customer’s address on a map, with default

layer visibility configurable by CAW and updatable by the user.

Either system can be considered the Source System for significant

data elements.

Location boundaries impact billing.

In the new system, it is desired that an integration will be built that

will query the GIS layers by geolocating an applicant’s new service

address. Once the service address has been successfully geocoded,

the address point can be used to query the service rate and fee-based

polygon layers and return a screen to the New Service Representative


(NSR) for review, along with a map directly from the GIS web

mapping services. The NSR will review the proposed services, rates

and fees and accept, reject or modify as appropriate. The ArcGIS

platform web map services utilize a RESTful end point API for

integration with CIS that is built on JSON technology.


F = Future


C/F

To CIS

C/F

Account Status Source

Location Ownership

(no current interface

of this layer)

Updated by

Customers

Updated by

Assessor data

Reconciliation

as part of

interface

design

Meter Information If updated in

MWFMS

If updated in

Cityworks

TBD

Consumption Source

Balance Info Source

Service laterals One-time migration

from enQuesta

Future Source:

Maintained via

GIS

Premise Addresses Source

Political Entity

Boundaries

Source

Billing Entity

Boundaries

Inform GIS of

changes at

customer or billing

partner request

Source for

bulk changes

based on

partner

acquisitions,

mergers or

splits


24. GIS – GIS – Assessor’s Office (Future)


Volume

Transfer

Method

COTS

Package

Current No current interface

Current functionality:

Future Bidirectional Monthly WebAPI New


be delivered at

implementation:

Not included in initial CIS implementation.


be delivered post-

implementation:

Submit parcel id (block, lot) and obtain property ownership

information from Assessor layer for property with fire service which

can be liened (Future).


F = Future



C/F/P

To CIS

C/F/P

Customer Info P

Location Info P


25. Bill – Bill Printer – Canon imageRUNNER 8505i


Volume

Transfer

Method

COTS

Package

Current Outgoing from CIS Daily PDF

File transfer

Existing

Current functionality: Bills and notices print to pdf, which is passed to Fiery, which creates

the print file. Release the print file.

Future Outgoing from CIS Daily PDF

File transfer

Existing


be delivered at

implementation:

Bills and notices print to pdf.

Bills and notices must be transformed to a print file.

The print file must be released to the printer.


F = Future


C/F

To CIS

C/F

Customer Info C/F

Location Info C/F

Asset Info C/F

Balance Info C/F

Payment Info C/F


26. Bill – CASS


Volume

Transfer

Method

COTS

Package

Current NA

Current functionality: USPS Address Certification.

Future Bidirectional Daily

Either all accounts

(~140,000) or bills

and letters only

(~30,000)

API New


be delivered at

implementation:

Verify addresses nightly as part of the bill print and letter print

process.


F = Future


C/F

To CIS

C/F

Location Info F F


27. ID – MetroNet and Experian


Volume

Transfer

Method

COTS

Package

Current NA

Current functionality: Use website to manually verify identity of individuals

Future Bidirectional Daily API New


be delivered at

implementation:

New customers who are not in the database. Verifies SSN, name and

date of birth.


F = Future


C/F

To CIS

C/F

Customer Info F F


28. Customer Portal – InvoiceCloud (API)


Volume

Transfer

Method

COTS

Package

Current Bidirectional

Incoming to CIS

16,000 BIF

50,000 BAF (daily)

Payments posted

real-time

BIF (Invoice

details) /BAF

(Billing

Adjustments File,

payments and

adjustments)

API

Invoice

Cloud

Current functionality: Customer portal

o Configure payments (one-time and recurring)

o Elect paperless billing

o View bill history

o Configure pay by text

On-line/text/phone payments.

Third-party to pay, so balancing has a three day delay.

InvoiceCloud charges a fee unless you are on paperless billing and

configured for recurring payments against a checking account.

Payments reflected real-time via API.

Future Bidirectional

Incoming to CIS

Out 150,000 daily

Payments posted

real-time

API New

EBPP


be delivered at

implementation:

Continue integrated real-time posting.

Faster settlement.

No net settlements.

Ability to support customers with no Internet access (via CSR

support/impersonate user feature). Can’t see credit card numbers. Can

enter new numbers.





F = Future


C/F

To CIS

C/F


Location Info C/F

Asset Info C/F

Meter Readings C/F

Balance Info C/F

Payment Info C/F C/F

Enrollment Info C/F C/F

Appointment Info C/F C/F

Work Order Info C/F


29. Communications – IVR Customer Information


Volume

Transfer

Method

COTS

Package

Current Outgoing from CIS Daily API Frank

Solutions

Current functionality: Real-time through enQuesta API.

Balance inquiries and ability to set up payment extensions.

Future Outgoing from CIS Daily API Frank

Solutions


be delivered at

implementation:

Real-time data transfer via API.


F = Future


C/F

To CIS

C/F

Customer Info C/F

Balance Info C/F

Enrollment Info C/F


30. Communication – IVR – Outgoing Collection


Volume

Transfer

Method

COTS

Package

Current Outgoing from CIS 10,000 per week API Frank

Solutions

Current functionality: Real-time through enQuesta API.

Link based on street address, account number or meter serial number.

Note that Parcel Numbers will be used for information and not as a

primary link between systems.

Future Outgoing from CIS 10,000 per week API Frank

Solutions


be delivered at

implementation:

Real-time data transfer via API


F = Future


C/F

To CIS

C/F

Customer Info C/F

Balance Info C/F

Enrollment Info C/F


31. Communication – IVR – Outgoing Outage


Volume

Transfer

Method

COTS

Package

Current No current interface

Current functionality: Outage Notifications.

Future Outgoing from CIS Intermittent based

on incidents

10-150,000

SQL DB Frank

Solutions


be delivered at

implementation:

Based on an outage event, GIS would provide a list of impacted

accounts to CIS (see GIS, below).

CIS would provide phone numbers to the IVR associated with the

one-time message or a message pulled from a list of previously used

messages.


F = Future


C/F

To CIS

C/F

Customer Info F


32. Communication – WebConnect


Volume

Transfer

Method

COTS

Package

Current Built into enQuesta Real-time account

information

Existing

Current functionality: Provides on-line access to account information.

Allows creation of service orders – start out as enQuesta service

orders. Four service order types. Can’t see the status. (Cityworks

“report a problem” website is separate).

Provides link to InvoiceCloud for payment.

Can manage multiple accounts from one interface.

Can set up paperless billing.

Provides impersonate user capabilities for CSRs.

Customer portal

o Transfer to InvoiceCloud for payments (one time and

recurring).

o Service request form for initiate an address change, start and

stop service.

o Maintain address, phone number and email address.

Future Bidirectional Real-time

<1000/day

API CIS,

Customer

Portal,

MWFMS

&

Cityworks


be delivered at

implementation:

All customer-generated service orders will be available through the

Customer Portal, whether for CIS (start or stop service), Mobile

Work Force Management System (optional) or Cityworks.

Service Order status will be available through the Customer Portal for

service orders created through the Customer Portal (whether or not

associated with the account) or associated with account (whether or

not created through Customer Portal).

Industry standard customer self-service portal functions.

Include the ability to support move in and move out.

Opt-in to preferred method of communication (i.e. text, phone, email)

and types of communication (i.e. emergency, outage, information).

Initiate Chat with CSR.

Seamlessly transfer to payment provider.



F = Future


C/F

To CIS

C/F

From

MWFMS

&

Cityworks

Customer Info C/F

Location Info C/F C/F

Asset Info C/F C/F

Meter Readings C/F

Balance Info C/F

Payment Info C/F

Enrollment Info C/F

Appointment Info C/F C/F

Work Order Info C/F C/F

Consumption C/F

Service Order Info C/F


33. Meter Reading System – Itron FCS


Volume

Transfer

Method

COTS

Package

Current Bidirectional Typically daily end

of day, sometimes

throughout the day

(1-3 times per day)

400-1500 per

transfer from

handheld to MVRS

10,000-15,000 per

day

Flat file

FCS

Current functionality: Meter Readings.

Request meter readings, receive meter readings and reading codes.

Future Bidirectional Move from

handhelds to cloud

connected reading

process.

Ad hoc real-time to

FCS; daily from

FCS to CIS

TBD FCS


be delivered at

implementation:

Ability to request readings by cycle and route.

Ability to request readings individually.

Ability to receive readings by cycle and route.

Ability to receive readings individually.

Ability to accept a new meter in the readings file which was not

requested.

Ability to reorder meters within a cycle and route.


F = Future


C/F

To CIS

C/F


Location Info C/F C/F

Asset Info C/F C/F

Meter Readings C/F


34. Meter Reading System – Master Meter Readings from SCADA


Volume

Transfer

Method

COTS

Package

Current Incoming to CIS Monthly

C/F wholesale

meters; time of use

readings

CSV

Manual file

transfer

Currently

air-gapped

Current functionality: Currently manually billed outside of enQuesta.

Future Incoming to CIS Monthly CSV

Scheduled file

transfer

New


be delivered at

implementation:

Once a SCADA DMZ is in place (being implemented outside of this

contract), it will be possible to electronically gather master meter

information currently collected by SCADA. This could support time

of use billing.


F = Future


C/F

To CIS

C/F


Meter Readings C/F


35. Meter Reading System – Test Bench (Future)


Volume

Transfer

Method

COTS

Package

Current

Current functionality: Current test bench does not support automation.

Future Incoming to CIS TBD


be delivered at

implementation:

Not included in initial CIS implementation.


be delivered post-

implementation:

Ability to interface to automated test bench, should one be acquired

in the future.


F = Future



C/F/P

To CIS

C/F/P

To be determined P P


36. Meter Reading System – Cityworks Inventory


Volume

Transfer

Method

COTS

Package

Current NA

Current functionality: All new meters are held in Cityworks warehouse management

inventory. Cityworks maintains types, quantities, and costs, but not

serial numbers (SN).

Currently, meter SNs are separately loaded into enQuesta using

enQuesta’s bulk meter loading functionality.

Future Outgoing from CIS Daily Flat file load

Scheduled file

transfer

New


be delivered at

implementation:

This interface assumes inventory at the SN level will be required in

the new CIS.

CAW, the CIS vendor and the Cityworks consultant will work

together to draft a process to support receiving inventory. This may

include an interface (direction to be determined) or parallel imports

of meter inventory details.

CAW, the CIS vendor and the Cityworks consultant should work

together to craft a process to support receiving inventory, including

an import and interface strategy that leverages the abilities and

requirements of the various systems balancing a reduction in human

touches with the least amount of custom coding possible. The strategy

will acknowledge that:

o Meters are received at the warehouse

o An ASN file lists all expected meter serial numbers

o CIS requires meter SNs for all received meters prior to their

installation at a customer service point

o Cityworks requires the meter quantity and cost received per type.

o A parallel interface, at the SN level, may be required to the

Mobile Work Force Management System.

Attachment I, CIS Functional Pricing Schedules should contain

pricing for the interface between CIS and Cityworks.

Attachment L, Mobile Work Force Management Pricing Schedules

should contain pricing for the interface between CIS and MWFMS.


F = Future


C/F

To CIS

C/F

To be determined F F


37. ERP – Microsoft Dynamics GP


Volume

Transfer

Method

COTS

Package

Current Outgoing from CIS Daily Flat file load

via GP

integration

manager

Manual file

transfer

Existing

Current functionality: GL Billing totals.

Financials.

Future Outgoing from CIS Daily API


be delivered at

implementation:

GL Account activity.

Financials.

Allow lookup of details in CIS based on GL item passed through the

interface to GL system.


F = Future


C/F

To CIS

C/F

Customer Info F

Balance Info F

Payment Info F

GL Account Data C/F


38. ERP – Refunds/GP


Volume

Transfer

Method

COTS

Package

Current Outgoing from CIS Monthly Flat file load

via GP

integration

manager

On demand

file transfer

MS

Dynamics

GP

Current functionality: Refund requests/confirmation.

Future Bidirectional Monthly Flat file load

via GP

integration

manager

On demand

file transfer

MS

Dynamics

GP


be delivered at

implementation:

Refund requests/confirmation.


F = Future


C/F

To CIS

C/F

Customer Info F

Payment Info F

Refund Check Info C/F C/F


ATTACHMENT S – REPORTS

CONTRACT:



ATTACHMENT S - REPORT INVENTORYCENTRAL ARKANSAS WATER

CUSTOMER INFORMATION SYSTEM (CIS) REPLACEMENTenQuesta Reports

Instructions: Use as a reference to populate Letters in Attachment I, CIS Functional Pricing Schedules.

Item # Department /Uers

Description of Report/Query(How the report is used, why it is important, add related functional requirement infunctional appendix, if necessary)

Frequency Date LastRun

BusinessValue

1 - 5 (5=High)

Comments Report Link

e-1Accounting

This is the month-end Refuse summary journal. It is mainly used when preparing the billing

partner remittances. Monthly HighClick to view report

e-2Accounting

This is the month-end Sewer summary journal. It is mainly used when preparing the billingpartner remittances. Monthly High

Click to view report

e-3Accounting

This is the month-end Water summary journal. It is mainly used when preparing the billingpartner remittances. Monthly High


e-4 Accounting Interim Summary Journal Report for NLR cycle 3 Monthly High Click to view reporte-5 Accounting Interim Summary Journal Report for NLR cycle 2 Monthly High Click to view reporte-6 Accounting Interim Summary Journal Report for NLR cycle 1 Monthly High Click to view reporte-7 Accounting Interim Summary Journal Report for LR Cycle 9 Monthly High Click to view reporte-8 Accounting Interim Summary Journal Report for LR Cycle 8 Monthly High Click to view reporte-9 Accounting Interim Summary Journal Report for LR Cycle 7 Monthly High Click to view report

e-10 Accounting Interim Summary Journal Report for LR Cycle 5 Monthly High Click to view reporte-11 Accounting Interim Summary Journal Report for LR Cycle 4 Monthly High Click to view reporte-12 Accounting Interim Summary Journal Report for LR Cycle 3 Monthly High Click to view reporte-13 Accounting Interim Summary Journal Report for LR Cycle 2 Monthly High Click to view reporte-14 Accounting Interim Summary Journal Report for LR Cycle 1 Monthly High Click to view reporte-15 Accounting Interim Summary Journal Report for NLR cycle 9 Monthly High Click to view reporte-16 Accounting Interim Summary Journal Report for NLR cycle 8 Monthly High Click to view reporte-17 Accounting Interim Summary Journal Report for NLR cycle 7 Monthly High Click to view reporte-18 Accounting Interim Summary Journal Report for NLR cycle 6 Monthly High Click to view reporte-19 Accounting Interim Summary Journal Report for NLR cycle 5 Monthly High Click to view reporte-20 Accounting Interim Summary Journal Report for NLR cycle 4 Monthly High Click to view report

e-21Accounting

This report is a daily general ledger detail. It is used to verify the nightly GP batch balances toenQuesta. enQuesta calls this the "Daily Transaction Journal" Daily High


e-22

Accounting

This report is a daily detail of "other transactions" Leo uses this to ID entries to account

22112.000, I suspect this report is useful for all types on "on-line posting" events. It appears tobe one of the few places lines items can be tied back to customer accounts. enQuesta calls this

the "Other Transaction Entry Print". Daily High


e-23 Accounting Interim Summary Journal Report for Sherwood Cycle 9 Monthly High Click to view reporte-24 Accounting Report of active deposits daily High Click to view reporte-25 Accounting Report of deposits Daily High Click to view reporte-26 Accounting Report of billed revenue by rate daily High Click to view reporte-27 Accounting Summarizes sewer sales by rate Monthly High Click to view reporte-28 Accounting Summarizes water sales by rate Monthly High Click to view report

e-29Accounting

This is a A/R ageing report of Sewer balances only. This report is not used, rather the report ofall applications is used - line 40. As needed Low


e-30Accounting

This is a A/R ageing report of all Applications (Water, Sewer, Refuse). Sherry uses monthly toverify A/R balance between enQuesta and GP Monthly High



ATTACHMENT S - REPORT INVENTORYCENTRAL ARKANSAS WATER

CUSTOMER INFORMATION SYSTEM (CIS) REPLACEMENTenQuesta Reports


Item # Department /Uers

Description of Report/Query(How the report is used, why it is important, add related functional requirement infunctional appendix, if necessary)

Frequency Date LastRun

BusinessValue

1 - 5 (5=High)

Comments Report Link

e-31 Billing Used for Billing Edits daily High Click to view reporte-32 Billing Used for Billing Edits - Duplicate Readings daily High Click to view reporte-33 Billing Used for Billing Edits - No Readings daily High Click to view reporte-34 Billing Used for rebills for adjustments. enQuesta calls "The Utility Billing Register" daily High Click to view reporte-35 Billing Tracks Deposit Refunds performed automatically by the system daily High Click to view reporte-36 Billing Prints cash transactions by a specific operator daily High Click to view reporte-37 Billing Prints all accounts that fall outside of specific parameters daily high Click to view report


ATTACHMENT S - REPORT INVENTORY



CAW Custom Reports


Item # Department / Uers Report Name Description of Report/Query

(How the report is used, why it is important, add related functional

requirement in functional appendix, if necessary)

Frequency Business Value Last Run Comments Report Link

CAW-1 Accounting Active Accounts Water On - Business Parameter results page Used for auditing and informational purposes On Demand Medium Click to view report

CAW-2 Accounting Active Accounts Water On - Business Parameter Used for auditing and informational purposes On Demand Medium Click to view report

CAW-3 Accounting Brushy Island Business Insight Used for auditing and informational purposes On Demand Medium Click to view report

CAW-4 Accounting Customers with Paid collections Helps find customers in collections On Demand Medium Click to view report

CAW-5 Accounting Current Domestic Meter Counts Water ON Status Used for auditing and informational purposes On Demand Medium Click to view report

CAW-6 Accounting Current Domestic Meter Counts Used for auditing and informational purposes On Demand Medium Click to view report

CAW-7 Accounting Current Domestic Meters by size and Rate Used for auditing and informational purposes On Demand Medium Click to view report

CAW-8 Accounting Current Domestic Meters Grouped on Size Used for auditing and informational purposes On Demand Medium Click to view report

CAW-9 Accounting Current irrigation meter counts Used for auditing and informational purposes On Demand Medium Click to view report

CAW-10 Accounting Total Meters grouping on size with detail Used for auditing and informaiton purposes On Demand Medium Click to view report

CAW-11 Accounting Total Meters Private sprinklers and hydrants Used for auditing and informaiton purposes On Demand Medium Click to view report

CAW-12 Accounting Total Meters Private Standpipes Used for auditing and informaiton purposes On Demand Medium Click to view report

CAW-13 Accounting Total Sprinkler Meters grouping on Size Used for auditing and informaiton purposes On Demand Medium Click to view report

CAW-14 Accounting Paperless and Autopay business insght Used to monitor progress of paperless transfer On Demand Medium Click to view report

CAW-15 Accounting InvoiceCloudStatsBI Used to monitor progress of paperless transfer On Demand Medium Click to view report

CAW-16 Accounting Sherwood Water Accounts for Leo Count Used for auditing and informational purposes On Demand Medium Click to view report

CAW-17 Accounting Sherwoos Active Accounts Water On Business Insight Used for auditing and informational purposes On Demand Medium Click to view report

CAW-18 Accounting Combined Domestic Sprinklers Monthly Report Provides total number of sprinkler accounts north and south of AR River Monthly Medium Click to view report

CAW-19Accounting Customers in 145th with addresses Provided to management of the 145th Street Water & Sewer District (billing

partner)

Monthly Medium Click to view report

CAW-20 Accounting Tax ExemptAccounts Federal Refuse Used for monthly tax reporting Monthly High Click to view report

CAW-21 Accounting Tax Exempt Other Refuse Used for tax reporting monthly Monthly High Click to view report

CAW-22Billing Reports CollectionswithCreditbalance Finds money that can be applied toward balance of account in collections Monthly Medium Click to view report

CAW-23Billing Reports InactiveAccountsWithCreditBalances Finds money that needs to be sent back to customer or applied to new

account


CAW-24 Billing Reports Seasonal Off with Consumption Finds people using sprinkler meeters in seasonal off mode Monthly High Click to view report

CAW-25 Billing Reports ActiveAccountsWithBalancesGreaterthan500 Billing Reports wants to check these Monthly Medium Click to view report

CAW-26 Billing Reports School Penalty Report Catches accounts that are billed penalties when they should not be Monthly Medium Click to view report

CAW-27Billing Reports ActiveAccountsWithCreditBalances Finds money that needs to be sent back to customer or applied to balance Monthly Medium Click to view report

CAW-28Billing Reports Active Accounts with balances greater than 55 with no payment for 90 days Locates late payments Monthly Medium Click to view report

CAW-29 Billing Reports Active NonMunicipal linked Sprinkler accounts with water off status Sprinklers in 'seasonal off' status Monthly Medium Click to view report

CAW-30 Billing Reports Write off with credit balances Helps locate write off accounts that are in credit status. Monthly Medium Click to view report

CAW-31 Billing Reports Accounts with more than one FSDW charge Finds errors in applying FSDWA to accounts Monthly Medium Click to view report

CAW-32 Billing Reports Type 64, 84, 89 work orders for past week Listing of accounts with work order 64, 84, or 89 in the past week. Monthly Medium Click to view report

CAW-33Billing Reports Accounts with credits balances and debits in sewer and refuse Finds accounts that have credits on water but still owe sewer and refuse.

Money not applied properly


CAW-34 Billing Reports Water Accounts with non taxable refuse Water Accounts with non taxable refuse Monthly Medium Click to view report

CAW-35 Accounting Tax Exempt Other Used for monthly tax reporting Monthly High Click to view report

CAW-36 Accounting Tax Exempt Federal Used for monthly tax reporting Monthly High Click to view report

CAW-37 Accounting Water Sales GE 2500 Used by accounting Monthly Medium Click to view report

CAW-38 Accounting Monthly Revenue and usage for Sherwood Used to send payments to Sherwood Monthly Medium Click to view report

CAW-39 Billing Reports ActiveAccountsWBalance_55ExcelVersion Locates accounts with past due balances Monthly Medium Click to view report

CAW-40 Billing Reports Paid Write off with Credit Balances Finds paid write off accounts with credit balances Monthly Medium Click to view report

CAW-41 Billing Reports AccountswithmorethanoneFSDWAinabillingcycleCurrentOnly Finds errors in applying FSDWA to accounts Monthly Medium Click to view report

CAW-42 Billing Reports Write off with credit balances Finds accounts that have been written off with credit balances Monthly Medium Click to view report

CAW-43 Accounting QryAdjustmentsAccounting For accounting purposes to review adjustments Monthly Medium Click to view report

CAW-44 Accounting QryAdjustmentsAccounting509 For accounting purposes to review adjustments Monthly Medium Click to view report

CAW-45 Accounting RptAdj For accounting purposes to review adjustments Monthly Medium Click to view report

CAW-46 Accounting RptInvoices Find size of invoice batches to make sure none are missing Monthly High Click to view report

CAW-47Accounting RptNegUsage Billing is concerned with meters with neg usage. Meter could be

malfunctioing or reading is wrong.

Monthly High Click to view report

CAW-48 Customer Service Accounts with Locked Meters Locates accounts that have locked meters Monthly High Click to view report

CAW-49 Customer Service Reversals CS supervisors want to monitor payment reversals Monthly High Click to view report

CAW-50 Customer Service DonnieSmithsBI Dashboard for CS Field Specialist Monthly High Click to view report

CAW-51 Customer Service Illegal consumption Locates accounts with usage that are inactive Monthly High Click to view report





CAW Custom Reports






CAW-52 Customer Service Locked account work orders CSR monitors this to determine if any usage on locked accounts. Monthly High Click to view report

CAW-53 Customer Service SeasonalOffWithConsumption Helps find water not accounted for due to usage in seasonal off status Monthly High Click to view report

CAW-54Customer Service WritoffwithDateParameterSuretyBond Helps CS supervisor locate money on surety bonds we can use to pay write

offs.


CAW-55 New Service Hydrant meter readings Used to bill hydrant meters Monthly HIgh Click to view report

CAW-56 Billing Reports LargeMetersZeroConsumption Finds possibly stuck large meters Monthly High Click to view report

CAW-57 NLR Wastewater NLR Sewer Weekly Bump Up Reports Moves in and move out for NLR Wastewater Utility Monthly High Click to view report

CAW-58 Wastewater Active Meters by Sales Class and RAte monthly Uses to help bill wastewater for services based on usage Monthly High Click to view report

CAW-59 Meter Shop High Use 1 inch meters Meter exchange program On Demand High Click to view report

CAW-60 Meter Shop High Use 3_4 inch meters Meter exchange program On Demand High Click to view report

CAW-61 Meter Shop High Use 5_8 inch meters Meter exchange program On Demand High Click to view report

CAW-62 Meter Shop Meter Shop Dashboard Meter exchange program On Demand High Click to view report

CAW-63 Engineering Fire services Fire service account listing On Demand High Click to view report

CAW-64 Operations AccountsEbilledPerCycle Finds eBills so they can be accounted for in operations Daily Medium Click to view report

CAW-65 Paperless Analysis Paperless BI Paperless billing customer dashboard On Demand High Click to view report

CAW-66 Paperless Analysis Total Paperless Customers total Report of total paperless billing customers On Demand High Click to view report

CAW-67 Billing Reports LargeMetersDecreaseConsumption Finds possibly stuck large meters Weekly Medium Click to view report

CAW-68 Billing Reports Reversals Auditing of reversals on accounts Daily Medium Click to view report

CAW-69 Citywork Reports QryPartialCompleteWOWithStatus Work orders with partial completions Monthly Medium Click to view report

CAW-70 Citywork Reports QryFindWorkOrderChargesOfZero Work orders with $0 charged Daily High Click to view report

CAW-71Citywork Reports QryFindWorkOrderChargesLessThanDefaultPre1pm City works and enquesta work order maintanance to insure proper rules are

applied to city works work orders

Daily High Click to view report

CAW-72Citywork Reports QryFindWorkOrderChargesLessThanDefaultPost1pm City works and enquesta work order maintanance to insure proper rules are



CAW-73Citywork Reports QryFindWorkOrderChargesLessThanDefault City works and enquesta work order maintanance to insure proper rules are



CAW-74Citywork Reports QryFindWorkOrderChargesGreaterThanDefaultNotSameDay City works and enquesta work order maintanance to insure proper rules are



CAW-75Citywork Reports QryCWNewMeterWrongWorkKType City works and enquesta work order maintanance to insure proper rules are



CAW-76Citywork Reports QryCommentsAndNotInOthers City works and enquesta work order maintanance to insure proper rules are



CAW-77Citywork Reports QryMaintRepairWOComments City works and enquesta work order maintanance to insure proper rules are



CAW-78 Customer Service RptAdj Reports of adjustments made on accounts that will effect wastewater Monthly High Click to view report

CAW-79 Customer Service RptAdj2 Reports of adjustments made on accounts that will effect wastewater Monthly High Click to view report

CAW-80Customer Service RptDisconnectWOWithICPayAndLaterWO Finds customers who have paid via invoice cloud who have shut off orders

out.


CAW-81 Customer Service Write off with surety Bonds Helps find money on a surety bond on accounts we have written off On Demand High Click to view report

CAW-82Operations AccountsEbilledPerCycle Gives an idea of how many eBills there are in each billing cycle for

operations and billing.


CAW-83 Pulaski County Caw Extra Can Pulaski County Sanitation, houses with an extra trash can Monthly High Click to view report

CAW-84 Pulaski County QryPulaskiCOVacantWaterAccounts Pulaski County Sanitation, Vacant houses Monthly High Click to view report

CAW-85Pulaski County QryPulaskiWorkOrders Work orders on Pulaski County Sanitation customers for reporting move

in/move out to Pulaski County


CAW-86Reports Sent to Maumelle City

Services

MaumelleFileTransfer Used to help find new Maumelle customers for other services Daily High Click to view report

CAW-87Reports Sent to Maumelle City

Services

MaumelleFileTransfer66 Used to help find new Maumelle customers for other services Daily High Click to view report

CAW-88 Reports Sent to NLR Wastewater Inside LR Non-Spks with Water CMAS wo Sewer CMAS w Rept Cds Exp Inside LR non-sprinkler accounts without sewer service. For LRWRA Monthly High Click to view report

CAW-89 Reports Sent to NLR Wastewater Invalid Basins Basin report for NLR Wastewater Monthly High Click to view report

CAW-90 Reports Sent to NLR Wastewater R2-NLR Act & Vac Sewer Accts wo CMTR or ITEM Critical report for NLR wastewater Monthly High Click to view report

CAW-91 Reports Sent to NLR Wastewater Rept1 - NLR SWCUSTMASTS WITH ACTIVE CODE=SEWER OFFS Critical report for NLR wastewater Monthly High Click to view report

CAW-92 Reports Sent to NLR Wastewater Rept2 - NLR CMTR records with Active Code = Sewer OFF Critical report for NLR wastewater Monthly High Click to view report

CAW-93 Reports Sent to NLR Wastewater Rept3 - LRCMTR recs w Act Code Sewer OFF for BJ by Open Date Critical report for NLR wastewater Monthly High Click to view report

CAW-94 Reports Sent to NLR Wastewater Sewer APREMS with Class 81 Critical report for NLR wastewater Monthly High Click to view report

CAW-95 Reports Sent to NLR Wastewater Sewer CMTRs with Class 81 Critical report for NLR wastewater Monthly High Click to view report

CAW-96 Billing Reports CAW Reports for billing Billing reports for validating accounts with various criteria Monthly Medium Click to view report





CAW Custom Reports






CAW-97 LRWA Submitted Report Examples Active accounts by sales class Listing of active accounts by sales class Monthly Medium Click to view report

CAW-98 LRWA Submitted Report Examples Active Meters Mohthly Report Count of active meters for billing purposes Monthly Medium Click to view report

CAW-99 LRWA Submitted Report Examples Average Winter Consumption LRWRA AWC Report Monthly Medium Click to view report

CAW-100 LRWA Submitted Report Examples BJsClass118RecordswithRefuseItemRates LRWRA Report for class 118 accounts Monthly Medium Click to view report

CAW-101 LRWA Submitted Report Examples Inside LR Non-Spks with Water CMAS wo Sewer CMAS w Rept Cds Exp Inside LR non-sprinkler accounts without sewer service. For LRWRA Monthly Medium Click to view report

CAW-102 LRWA Submitted Report Examples LR 1 Nov 2017 LRWRA cycle 1 settlement Monthly Medium Click to view report

CAW-103 LRWA Submitted Report Examples LR 9 Oct 2017 LRWRA cycle 9 settlement Monthly Medium Click to view report

CAW-104 LRWA Submitted Report Examples MonthEndSummaryJnlSW20170731-12 Sewer Summary Journal Report - enQuesta report Monthly Medium Click to view report

CAW-105 LRWA Submitted Report Examples RptAdj Reports of adjustments made on accounts that will effect wastewater Monthly High Click to view report

CAW-106 LRWA Submitted Report Examples RptNegUsage Reports of adjustments made on accounts that will effect wastewater Monthly High Click to view report

CAW-107 LRWA Submitted Report Examples RptTotalWasteWaterMetersSalesByRateAndClass Helps determine amount to charge for billing sewer customers Monthly High Click to view report

CAW-108 LRWA Submitted Report Examples TblUnmatched1inch Finds descrepency in rate sizes between water and sewer On Demand High Click to view report



CAW-111 MonthEndSummaryJnlWA20171130-02-1 Water Summary Journal Report - enQuesta report Monthly High Click to view report

CAW-112Engineering, Administration, and

CAW Board

NewService_MontlhyMeterInstallReportAndMap Number of New Services and Meters Installed by Type By Month Monthly Medium Click to view report


ATTACHMENT T – LETTERS

CONTRACT:



ATTACHMENT T - LETTER INVENTORYCENTRAL ARKANSAS WATER


Ex. # Letter Name Description of Letter

(When is the letter is used, why it is important, add

related functional requirement in functional

appendix, if necessary)

Frequency Letter

Example

1 Name Change Used to request name changes due to divorce/marriage, death,

or other circumstances that allow account information to

remain the same while only updating the name/CIS

Very Frequent

2 Unable To Adjust Used whenever a customer is denied a courtesy adjustment

from a leak episode

Somewhat Frequent

3 Landlord Agreement Given to property owners who elect to have a "leave-on"

agreement for rental property

Somewhat Frequent

4 Delayed Bill Given to customers who qualify to have their due date

changed due to social security, disability, age, or income

qualifications

Somewhat Frequent

5 Credit Letter Requested by current/previous customers to supply to their

new water provider or banking institution to verify service

dates and payment history/credit status

Somewhat Frequent

6 Adjustment Requirements Gives generic reasons of what qualifies for a leak adjustment Somewhat Frequent

7 Misapplied Payment Notifies customer that a payment was incorrectly applied to

their account and that the payment will be removed

Not Frequent


Adobe AcrobatDocument














Frequency Letter

Example

8 Leak Letter Notifies the customer of an increase in usage possibly due to a

plumbing issue. Letter contains some ways to check for leaks

and is mailed with the customer's bill by Billing staff.

Very Frequent

9 Illegal Consumption Gives the customer the opportunity to activate service on a

vacant account which has consumption

Very Frequent

10 Deposit Letter Notifies the customer that their deposit is past due and their

account is subject to shutoff. Customer is given 7 days to pay

from the date of letter generation. Mailed by Billing staff.

Very Frequent

11 ACH Letter Gives customer overview of in-house auto-pay and

requirements to establish this feature

Page 2 of example is not currently generated from CIS.

Desirable to have this generate from CIS including

customer/account information.

Not Frequent

12 Installment Letter Gives customer the breakdown of the terms of their

installment agreement as well as the number of payments

needed to satisfy the agreement

Somewhat Frequent

13 Promise to Pay Gives customer the new due date and balance due for

arrangement

Not Frequent

14 Cash Only Letter Notifies customer that their utility account will only accept

certified funds as a means of payment for the next twelve

months.

Very Frequent















Frequency Letter

Example

15 ID Theft Letter Gives affidavit and information needed to dispute balance Somewhat Frequent

16 Bankruptcy Letter Gives customer information to keep account in good standing

during the bankruptcy process. Also informs the customer of

the deposit requirements.

Not Frequent

17 Rtn ACH_Online This letter is used on NSFs that involve ACH or online

payments.

Daily

18 Rtn Check This letter is used when a NSF occurs with a check. Within

enQuesta allows a field to key the check number.

Daily

19 Rtn Payment This letter is used to return a payment without application to a

CIS account (payment not deposited). It contains various

reasons that are circled by the Accounting clerk before

mailing to customer.

Daily

20 Rtn Series 7 This template is provided to the customer who has payments

being rejected from InvoiceCloud. The customer must provide

the requested information and have this letter printed on their

bank’s letterhead and forward to Chase in order to remove

their bank account from the Chase series 7 reject list.

3x per week

21 Shut Off Notice Generated in batch after due date for each billing cycle.

Notices are printed on bill stock and include remittance stub

for returning payment.

Frequent















Frequency Letter

Example

22 Backflow Install Letter - I-1 Letter issued to customers notifying of requirement to install a

Reduced Pressure Zone Assembly (RPZA) and to provide test

results no later than 60 days from letter date.

Frequent

23 Backflow Install Letter - Final Install Letter Second letter issued to customers notifying of requirement to

install a Reduced Pressure Zone Assembly (RPZA) and to

provide test results no later than 15 days from letter date or

face interruption of service.

Frequent

24 Backflow Install - Final Notice Final letter issued to customers notifying of requirement to

install a Reduced Pressure Zone Assembly (RPZA) and to

provide test results no later than 15 days from letter date.

Failure to comply will result in interruption of service and the

assessment of $100 cross-connection control fee in addition to

compliance with State requirements before reconnection of

service.

Frequent

25 Backflow Survey - S-1 Letter sent to all commercial customers requesting completion

of a survey form to assist in evaluating need for backflow

protection.

Frequent

26 Backflow Survey - Final Letter Final letter issued to all commercial customers requesting

completion of a backflow survey form within 14 days of the

letter date. Failure to comply will result in an on-site

inspection and assessment of $100 fee on the customer's water

bill.

Frequent

27 Backflow Survey Form Backflow Survey Form is distributed to commercial premises

without a backflow preventer to assess if circumstances that

might require a backflow preventer have changed.

Frequent

28 Backflow Test - T-1 Letter sent to all customers with a Backflow Prevention

Assembly installed at their service location. Letter notifies

customer of annual testing requirements and requests test

results within 30 days of the letter date.

Frequent















Frequency Letter

Example

29 Backflow Test - Final Letter Second notice sent to all customers with a Backflow

Prevention Assembly installed at their service location. Letter

notifies customer of annual testing requirements and requests

test results within 14 days of the letter date. Failure to comply

will result in interruption of service and on-site inspection at

the time of backflow assembly test.

Frequent

30 Backflow Test - Shutoff Letter Final notice sent to all customers with a Backflow Prevention

Assembly installed at their service location. Letter notifies

customer of annual testing requirements and requests test

results within 14 days of the letter date. Failure to comply

will result in interruption of service, $100 cross connection

control program fee, and on-site inspection at the time of

backflow assembly test.

Frequent

31 Central Arkansas Water Account Change

Confirmation_IC

Email confirming changes to account information based on

selections - revoking autopay

Frequent

32 Central Arkansas Water AutoPay Registration

Information

Email confirming the customer read agreement for autopay.

Clicking link activates autopay

Frequent

33 Central Arkansas Water Credit Card Expiring_IC Email advising the customer that their autopay method of

payment is expiring

Frequent

34 Central Arkansas Water Paperless Registration

Information_IC

Email confirming paperless registration, clicking link

completes process and IC passes paperless flag to Enquesta

Frequent

35 Central Arkansas Water Payment Returned_IC Email advising customer that a payment was returned and

notifies them of the service charge.

Frequent















Frequency Letter

Example

36 Central Arkansas Water Recurring Scheduled

Payment Canceled_IC

Email advises customer that their cancellation of recurring

payment has been processed.

Frequent

37 Central Arkansas Water Recurring Scheduled

Payment Confirmation_IC

Email confirms authorization of recurring payment. Gives

instructions for cancelling if necessary.

Frequent

38 Central Arkansas Water Registration

Information_IC

Email confirms customer's completion of online account

access and bill presentment via Invoice Cloud. Gives them

summary of features.

Frequent

39 Central Arkansas Water Scheduled Payment

Confirmation_IC

Email confirms that customer has scheduled a one time

payment to CAW via Invoice Cloud. Advises when the

payment will be processed and how to cancel if necessary.

Frequent

40 Central Arkansas Water Scheduled Payment

Reminder_IC

Email reminder of upcoming payment via InvoiceCloud to

CAW. Shows payment amount and gives instructions on how

to change or cancel if necessary.

Frequent

41 ChangeMailingWebconnect Email thanking the customer for using the online feature to

change their mailing address.

Frequent

42 ForgotPasswordWebconnect Email thanking the customer for using online feature to update

password

Frequent

43 ForgotUsernameWebconnect Email telling the customer their user name Frequent
















Frequency Letter

Example

44 GenericQuestionReplyEmail Email confirming receipt of online question Frequent

45 OnlineAccountAccess Email confirming the activation of online account access Frequent

46 RegistrationConfirmationWebconnect Email providing the customer a link to activate online account

access. Gives link to customer login page.

Frequent

47 AddAccountAccessWebConnect Email thanking the customer for using online account access

to link an account. Confirmation of the linked account.

Frequent

48 AddedUser Email confirmation of user added to online account Frequent

49 CancelServiceWebconnect Email informing the customer that a request to cancel Web

connect service has been approved.

Frequent








ATTACHMENT U – CAW CIS USERS

CONTRACT:



ATTACHMENT U - CIS USERS



Line Column Heading Definition

1 SME This resource understands the business processes, the drivers behind the

business processes, and the impacts a business process has on other functions.2 Working Ability / Knowledge This resource routinely uses the business processes as part of their assigned

responsibilities.3 Reporting 1) This resource is able to develop reports including the data captured in this

business process and/or

2) This resource uses reports based on this business process as part of their

assigned responsibilities4 System Administration / Technical This resource requires training and is responsible to support the system, establish

security, monitor and troubleshoot background processes, etc.

Instructions: Definitions provided for Column Headings on tab "Users."





Department & Role #

# of staff

in role

Read

Only

SME Working

Ability /

Knowledge

Reporting System

Administration/

Technical

SME Working

Ability /

Knowledge

SME Working

Ability /

Knowledge

SME Working

Ability /

Knowledge

SME Working

Ability /

Knowledge

Administration-Mgmt 5

Management Secretary 1 1 1

General Counsel 1 1 1

Chiefs 3 3 2 3 1

Dist-Field Representatives 17

Field Representatives 15 15 15

Lead CSR Rep-Field 1 1 1 1

Field Rep-Supervisor 1 1 1 1 1

Dist-Meters,Warehouse,Dispatch 13

Warehouse Foreman, Specialist 4 4

Field Meter Repairer 3 3 3

Dispatcher, Lead Dispatcher 5 5 5

Meter Shop Foreman 1 1 1 1

Engineering-Admin 18

New Service Coordinator 1 1 1

Engineering Technician 9 9

Director of Engineering 1 1 1

Senior Engineer 4 4

Administrative Assistant, Engineering Aide 3 3

Engineering-Cross Connection 3

Water Regulations Specialist 3 3 3 3

Engineering-New Service 3

New Service Representative 3 3

Finance&CustSrv-Admin 1

Customer Relations Manager 1 1 1 1 1

Finance&CustSrv-Call Center 18

Customer Relations Rep-Office 13 13 2 1 13 2

Customer Relations 5 5 5

Finance&CustSrv-Cashiers 7

Cashier 4 4 4 4

CS Asst Supervisor-Office 1 1 1 1 1 1 1 1 1 1

Customer Relations-Supr Office 1 1 1 1 1 1

Customer Relation-Receptionist 1 1 1

Finance&CustSrv-Mtr Reading 9

Customer Relations-Mtr Reader 6 6 6 6

Customer Relations Specialist 2 2 2 2

Meter Reading Supervisor 1 1 1 1 1 1

Finance&CustSrv-Walk in 4

Customer Relations Rep-Office 4 4 4

Finance-Administration 12

General Accountant 2 1 2 2 1 1 2 1 2 2

Finance Manager 1 1 1 1 1 1 1 1 1 1 1 1 1

Accounting Clerk II 4 4 4 4 4

Administrative Assistant 2 2 2 2

Controller 1 1 1 1 1 1

Instructions: Use as a reference to populate License and Training in Attachment I, CIS Functional Pricing Schedules; Attachment J, Electronic Bill Payment and Presentation Pricing Schedules; and Attachment L, Mobile Work Force

Management Pricing Schedules.

FinanceBusiness Intelligence Cashiering Mobile Work ForceCIS





Department & Role #

# of staff

in role

Read

Only

SME Working

Ability /

Knowledge

Reporting System

Administration/

Technical

SME Working

Ability /

Knowledge

SME Working

Ability /

Knowledge

SME Working

Ability /

Knowledge

SME Working

Ability /

Knowledge

Instructions: Use as a reference to populate License and Training in Attachment I, CIS Functional Pricing Schedules; Attachment J, Electronic Bill Payment and Presentation Pricing Schedules; and Attachment L, Mobile Work Force

Management Pricing Schedules.

FinanceBusiness Intelligence Cashiering Mobile Work ForceCIS

Accounting Clerk I 2 2 2 2 2Finance-Billing 6

Billing Account Specialist 5 1 5 5 1 1 1 1

Billing Supervisor 1 1 1 1 1

Geographical Information Services 7

GIS Technician 4 4 4

GIS Manager 1 1 1 1 1 1 1 1 1 1 1 1

Field Data Collector 1 1 1

Database Coordinator 1 1 1 1

Information Services-Admin 9

Database Coordinator, Computer Operator 3 3 3 3 2 1 2 2 1 2 1 1

I.S. Technician, I.S. Technician II 2 2

Help Desk Technician 1 1

Director of Information Svcs 1 1 1 1 1 1

Database Administrator 1 1 1

Network Administrators 1 1

Water Quality-Administration 2

Water Quality Specialist 1 x x

Director of Water Quality 1 x x x

Non CAW Users

LR Water Reclamation Authority 5

Network Analyst 1 1 1

NA, Pretreatment Inspector, Finance Controller 4 4 4 3 3

North Little Rock Wastewater 4

Finance, CSR, Supervisor, IT Resource 4 4 4 3 2

Sherwood Sanitation 3

CSR 3 3 3

Pulaski County Sanitation 3

CSR 3 3 3 3 1

Total 298 20 9 147 53 8 9 24 9 37 6 48 5 21


ATTACHMENT V – ORGANIZATIONAL CHART

CONTRACT:



ATTACHMENT V – CAW ORGANIZATIONAL CHART


ATTACHMENT W – STANDARD CIS FEATURES

CONTRACT:



ATTACHMENT W - STANDARD CIS FEATURESCENTRAL ARKANSAS WATER


Item # Feature Name Feature Description123456789

10111213141516171819202122232425262728293031

Instructions: Each CIS solution incorporates a standard set of functionality. Attachment B - CIS Functional Requirements contains a list of CAW required functionality. This attachment is meant to be a list of all CIS standard functionality contained within the proposed solution. Add lines as needed, or attach a document listing the standard features and descriptions.

Standard Features




Item # Feature Name Feature Description


3233343536373839404142434445464748495051525354555657585960616263






6465666768697071727374757677787980818283848586878889909192939495






96979899

100101102103104105106107108109110111112113114115116117118119120121122123124125126127






128129130131132133134135136137138139140141142143144145146147148149150151152153154155156157158159






160161162163164165166167168169170171172173174175176177178179180181182183184185186187188189190191






192193194195196197198199200201202203204205206207208209210211212213214215216217218219220221222223






224225226227228229230231232233234235236237238239240241242243244245246247248249250251252253254255






256257258259260261262263264265266267268269270271272273274275276277278279280281282283284285286287






288289290291292293294295296297298299300301302303304305306307308309310311312313314315316317318319






320321322323324325326327328329330331332333334335336337338339340341342343344345346347348349350351


ATTACHMENT X – RESTRICTION OF BOYCOTT OF ISRAEL CERTIFICATION

CONTRACT:


Pursuant to Arkansas Code Annotated § 25-1-503, a public entity shall not enter into a contract valued at

$1,000 or greater with a company unless the contract includes a written certification that the person or

company is not currently engaged in, and agrees for the duration of the contract not to engage in, a boycott

of Israel.

By signing below, the Contractor agrees and certifies that they do not boycott Israel and will not boycott

Israel during the remaining aggregate term of the contract.

If a company does boycott Israel, see Arkansas Code Annotated § 25-1-503.

Bid Number/Contract Number

Description of product or service

Contractor name

Contractor Signature: __________________________________ Date: ________________

Signature must be hand written, in ink


ATTACHMENT Y – CAW PROVISIONS GOVERNING CONTRACTS

CONTRACT:



ATTACHMENT Y – GENERAL PROVISIONS

The following provisions exemplify the terms and conditions CAW expects in the contract with the

successful responder.

1. QUOTATIONS TO BE F.O.B. DESTINATION-FREIGHT PREPAID AND ALLOWED

Any goods to be delivered to CAW location shall be coordinated with the Purchasing Section

prior to delivery. Such goods shall be delivered F.O.B. Destination, freight prepaid, and allowed.

COD deliveries shall be denied. The cost of freight, insurance, and all other delivery related costs

shall be included in the cost of performing the work proposed in the price proposal.

2. AUTHORITY TO BIND FIRM IN CONTRACT

Proposals MUST give full firm name and address of responder. Failure to manually sign proposal

may disqualify it. Person signing will show TITLE or AUTHORITY TO BIND THE FIRM IN A

CONTRACT. Firm name and authorized signature must appear on proposal in the space provided

on the pricing page. Those authorized to sign are as follows:

If a sole proprietorship, the owner may sign.

If a general partnership, any general partner may sign.

If a limited partnership, a general partner must sign.

If a limited liability company, a “member” may sign or “manager” must sign if so specified

by the articles or organization.

If a regular corporation, the CEO, President or Vice-President must sign.

Others may be granted authority to sign but CAW requires that a corporate document

authorizing him/her to sign be submitted with proposal.

3. WITHDRAWAL OF PROPOSALS

A. All proposals submitted shall be valid for a minimum period of ninety (90) calendar days

following the date established for acceptance.

B. Proposals may be withdrawn on written request from the responder at the address shown in

the solicitation prior to the time of acceptance.

C. Negligence on the part of the responder in preparing the proposal confers no right of

withdrawal after the time fixed for the acceptance of the proposals.

4. LATE PROPOSALS

LATE proposals will be returned to responder UNOPENED, if RFP number, acceptance date and

responder’s return address is shown on the container.

5. RIGHTS OF CAW

CAW reserves the right to accept or reject all or part of any proposal, waive informalities, and

award the contract to best serve the interest of CAW. Informality shall mean a minor defect or

variation of a proposal from the exact requirements of the Request for Proposal which does not

affect the price, quality, quantity, or delivery schedule for the goods, services or construction

being procured.


6. PROPOSED CHANGES TO SCOPE OF SERVICES

If there is any deviation from that prescribed in the Scope of Services, the appropriate line in the

scope of services shall be ruled out and the substitution clearly indicated. CAW reserves the right

to accept or reject any proposed change to the scope.

7. MISCELLANEOUS REQUIREMENTS

1. CAW will not be responsible for any expenses incurred by a responder in preparing and

submitting a proposal. All proposals shall provide a straight-forward, concise delineation of

the responder’s capabilities to satisfy the requirements of this request. Emphasis should be on

completeness and clarity of content.

2. Responder’s who submit a proposal in response to this RFP may be required to make an oral

presentation of their proposal. The Purchasing Section will schedule the time and location for

this presentation.

3. Selected contents of the proposal submitted by the successful responder and this RFP will

become part of any contract awarded as a result of the Scope of Services contained herein.

The successful responder will be expected to sign a contract with CAW.

4. CAW reserves the right to reject any and all proposals received by reason of this request, or

to negotiate separately in any manner necessary to serve the best interest of CAW.

Responders whose proposals are not accepted will be notified in writing.

8. NOTICE OF AWARD

A Notice of Award will be posted on CAW’s website: http://www.carkw.com,

Procurement/Bids, Purchasing, and then select from Bid Results and/or Contractor

Documents and Awards for Central Arkansas Water.

9. W-9 FORM REQUIRED

Each responder shall submit a completed W-9 form with their proposal. In the event of contract

award, this information is required in order to issue purchase orders and payments to your firm. A

copy of this form can be downloaded from http://www.irs.gov/pub/irs-pdf/fw9.pdf.

10. INSURANCE COVERAGE

Responders shall include with their proposal a copy of their current Certificate of Insurance that

illustrates the current level of coverage the responder carries. The Certificate can be a current file

copy and does not need to include any “additional insured” language for CAW. See Section 11.7

– Insurance.

11. CONTRACT TERMS AND CONDITIONS

The contract of the successful responder will contain the following Contract Terms and

Conditions. Responders taking exception to these terms and conditions or intending to propose

additional or alternative language must (a) identify with specificity CAW terms and conditions to

which they take exception or seek to amend or replace; and (b) include any additional or different

language with their proposal. Failure to both identify with specificity those terms and conditions



http://www.irs.gov/pub/irs-pdf/fw9.pdf

responder takes exception to or seeks to amend or replace as well as to provide responder’s

additional or alternate Contract terms may result in rejection of the proposal. While CAW may

accept additional or different language if so provided with the proposal, the Terms and

Conditions marked with an asterisk (*) are mandatory and non-negotiable.

11.1. Procedures

The extent and character of the services to be performed by Contractor shall be subject to

the general control and approval of the Purchasing Manager or his /her representative(s).

Contractor shall not comply with requests and/or orders issued by other than the

Purchasing Manager or his/her authorized representative(s) acting within their authority

for CAW. Any change to the Contract must be submitted in writing and approved by

authorized parties. Any change to the contract will be managed by CAW’s Purchasing

Manager.

11.2. Contract Period*

The contract will begin at award date with system delivery by May 2020.

11.3. Additions/Deletions

CAW reserves the right to add similar items/services or delete items/services specified in

subsequent job orders as requirement change during the term of the Contract. Prices for

items/services to be added to the Contract will be mutually agreed to by CAW and

Contractor. A contract amendment will be issued for each addition or deletion that is

approved.

11.4. Non-Discrimination Policy

Central Arkansas Water shall not discriminate against or in the selection of vendors

because of the race, color, creed, religion, sex, national origin, age, disability, veteran’s

status, marital status, sexual orientation, gender identity, genetic information, political

opinions or affiliation, or any other status protected by law.

By submission of a response to the RFP, you agree that you shall not discriminate in your

employment practices or your provision of goods or services to others on the basis of

race, color, creed, religion, sex, national origin, age, disability, veteran’s status, marital

status, sexual orientation, gender identity, genetic information, political opinions or

affiliation, or any other status protected by law.

11.5. Compliance with Laws*

Contractor shall comply with, and all activities under this Contract shall be subject to, all

applicable federal, state, and local laws and regulations, as now existing and as may be

amended or modified.

11.6 Israel Boycott Notice*

Company represents that it does not currently engage in refusals to deal, termination of

business activities, or other actions that are intended to limit commercial relations with

Israel or persons or entities doing business in Israel or in Israeli-controlled territories in a


discriminatory manner other than boycotts to which 50 U.S.C. § 4607(c) applies, and

Company agrees that it will not, during the term of Agreement, engage in such refusals,

termination, or other actions.

11.7. Business, Professional, and Occupational License Requirement

Contractor is required to be licensed in accordance with the required state, local and

county agencies.

11.8. Insurance

A. Contractor and all subcontractors shall be responsible for its work and every part

thereof, and for all materials, tools, equipment, appliances, and property of any and

all description used in connection therewith. Contractor assumes all risk of direct and

indirect damage or injury to the property or persons used or employed on or in

connection with the work contracted for, and of all damage or injury to any person or

property wherever located, resulting from any action, omission, commission or

operation under the Contract.

B. Contractor and all subcontractors shall, during the continuance of all work under the

Contract provide the following:

1. Workers’ Compensation and Employer’s Liability to protect Contractor from any

liability or damages for any injuries (including death and disability) to any and

all of its employees, including any and all liability or damage which may arise by

virtue of any statute or law in force within the State of Arkansas.

2. Comprehensive General Liability insurance to protect Contractor, and the interest

of CAW, its officers, commissioners, employees, and agents against any and all

injuries to third parties, including bodily injury and personal injury wherever

located, resulting from any action or operation under the Contract or in

connection with the contracted work. The General Liability insurance shall also

include the Broad Form Property Damage endorsement, in addition to coverage

for explosion, collapse, and underground hazards, where required.

3. Automobile Liability insurance, covering all owned, borrowed, leased, or rented

vehicles operated by Contractor.

C. Contractor and all subcontractors agrees to provide the above referenced policies

with the following limits. Liability insurance limits may be arranged by General

Liability and Automobile policies for the full limits required, or by a combination of

underlying policies for lesser limits with the remaining limits provided by an Excess

or Umbrella Liability policy.

1. Workers’ Compensation:

Coverage A: Statutory


Coverage B: $500,000/$500,000/$500,000

2. General Liability:

Per Occurrence: $1,000,000

Personal/Advertising Injury: $1,000,000

General Aggregate: $2,000,000

Products/Completed Operations: $2,000,000

Aggregate

Fire Damage Legal Liability $100,000

GL Coverage, excluding Products and Completed Operations, should be on

a Per Project Basis

3. Automobile Liability:

Combined Single Limit: $1,000,000

4. Professional Liability (Errors and Omissions) Insurance appropriates to the

Consultant’s profession, with limit no less than $1,000,000 per occurrence or

claim, $2,000,000 aggregate.

D. The following provisions shall be agreed to by Contractor:

1. Contractor and all subcontractors will provide an original signed Certificate of

Insurance and such endorsements as prescribed herein.

a. Contractor and all subcontractors will provide on request certified copies of

all insurance coverage Certificates of Insurance related to the Contract within

ten (10) business days of request by CAW. These certified copies will be sent

to CAW from Contractor’s insurance agent or representative.

b. Any Certificate of Insurance provided shall indicate the Contract name and

number.

2. No change, cancellation, or non-renewal shall be made in any insurance coverage

without a forty-five (45) day written notice to CAW. Contractor and all

subcontractors shall furnish a new Certificate of Insurance prior to any change or

cancellation date. The failure of Contractor and all subcontractors to deliver a

new and valid Certificate of Insurance will result in suspension of all payments

until the new Certificate of Insurance is furnished.

3. Liability Insurance “Claims Made” basis: If the liability insurance purchased by

Contractor and all subcontractors has been issued on a “claims made” basis,

Contractor and all subcontractors must comply with the following additional

conditions. The limits of liability and the extensions to be included as described

previously in these provisions, remain the same. Contractor and all

subcontractors must also agree to provide certificates of insurance evidencing the

above coverage for a period of two (2) years after final payment for Contractor


and all subcontractors for General Liability policies. This certificate shall

evidence a “retroactive date” no later than the beginning endorsement by means

of a certificate of insurance or a copy of the endorsement itself.

4. Contractor must disclose the amount of deductible/self-insured retention

applicable to the General Liability and Automobile Liability. CAW reserves the

right to request additional information to determine if Contractor and all

subcontractors has the financial capacity to meet its obligations under a

deductible/self-insured plan. If this provision is utilized, Contractor and all

subcontractors will be permitted to provide evidence of its ability to fund the

deductible/self-insured retention.

5. Contractor and all subcontractors agrees to provide insurance issued by

companies within the State of Arkansas, with the Best’s Key Rating of at least

A:VII.

6. CAW, its officers and employees shall be endorsed to Contractor and all

subcontractor’s Automobile and General Liability policies as an “additional

insured” with the provision that this coverage “is primary to all other coverage

CAW may possess.” (Use “loss payee” where there is an insurable interest). A

Certificate of Insurance evidencing the additional insured status must be

presented to CAW along with a copy of the Endorsement.

7. Contractor and all subcontractors will provide a waiver of subrogation

endorsement in favor of CAW on their Commercial Auto, General Liability and

Workers’ Compensation Policies.

8. Compliance by Contractor and all subcontractors with the foregoing

requirements as to carry insurance shall not relieve Contractor and all

subcontractors of their liabilities provisions of the Contract.

E. Precaution shall be exercised at all times for the protection of persons (including

employees) and property.

F. Contractor and all subcontractors is to comply with the Occupational Safety and

Health Act of 1970, Public Law 91-956, as it may apply to this Contract.

G. If an “ACORD” Insurance Certificate form is used by Contractor and all

subcontractor’s insurance agent, as it relates to Cancellation “SHOULD ANY OF

THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE

EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN

ACCORDANCE WITH THE POLICY PROVISIONS.”; the agent shall state the

cancellation provisions either on company letterhead or copy of that portion of the

policy.


H. Contractor and all subcontractors agrees to waive all rights of subrogation against

CAW, its officers, employees, and agents.

11.9. Safety

All Contractors and subcontractors performing services for CAW are required to and

shall comply with all Occupational Safety and Health Administration (OSHA), State and

County Safety and Occupational Health Standards and any other applicable rules and

regulations. Also, all Contractors and subcontractors shall be held responsible for the

safety of their employees and any unsafe acts or conditions that may cause injury or

damage to any persons or property within and around the work site area under this

Contract. SDS sheet(s) shall be provided by the Contractor to CAW for all products used

in the performance of this contract.

11.10. Ordering, Invoicing and Payment

Invoices shall be submitted to CAW, Accounts Payable, P. O. Box 1789, Little Rock, AR

72203 or emailed to [email protected].

All such invoices will be paid within forty-five (45) days by CAW unless any items

thereon are questioned, in which event payment will be withheld pending verification of

the amount claimed and the validity of the claim. Contractor shall provide complete

cooperation during any such investigation.

Cash discount must be shown on pricing form, otherwise prices will be considered net.

Unless prices and all information requested are complete, proposal may be disregarded

and given no consideration. CAW’s preferred payment term is 2%N10.

Prices quoted shall not include State or Local Sales tax. Invoice billing will be paid at the

current tax rate for Little Rock/North Little Rock, Arkansas in accordance with the

contract payment schedule.

11.11. Stop Work Order

CAW, may, by written order to Contractor at any time, and without notice to any surety,

require Contractor to stop all or any part of the work called for by this Agreement. In

such instance, CAW shall not be liable for any payments to Contractor for services

subject to the stop work notice beyond those services provided on the day the notice to

stop work is delivered to Contractor. Any such order shall be identified specifically as a

stop work order issued pursuant to this paragraph. This stop work order shall remain in

effect until CAW shall either: (i) cancel the stop work order; or (ii) terminate the work

covered by such order as provided in the Termination for Default Clause or the

Termination for Convenience Clause for this Agreement, if applicable.

11.12. Termination for Convenience*

a. Termination. CAW may, when the interests of the utility so require, terminate this

Contract, in whole or in part, for the convenience of CAW. CAW shall give written

notice of the termination to Contractor specifying the part of the Contract terminated and

when the termination becomes effective.



b. Contractor’s Obligations. Contractor shall incur no further obligations in connection

with the terminated work and on the date set in the notice of termination. Contractor will

stop work to the extent specified. Contractor must still complete the work not terminated

by the notice of termination and may incur obligations as are necessary to do so.

11.13. Termination for Cause

a. Cause. In the event of Termination for Cause, the thirty (30) days advance notice is

waived and Contractor: At any time 1) Contractor fails to conform to the requirements of

the Contract; 2) Contractor seeks relief under any law for benefit of insolvents or is

adjudicated bankrupt; 3) any legal proceedings are commenced against Contractor which

may interfere with the performance of the Contract or 4) Contractor has failed to supply

an adequate working force or has failed in any other respect to prosecute the work with

the diligence and force specified and intended in and by the terms of the Contract, which

default is not fully corrected or remedied to the reasonable satisfaction of CAW within

ten (10) days following the date a written notice thereof by CAW, then CAW shall have

the right and power, at its option and without prejudice to any other rights or remedies it

may have, to immediately terminate the Contract. Any cost or expense incurred by CAW

arising out of Contractor’s breach or default hereunder, and for CAW’s enforcement of

these rights, shall be the obligation of Contractor and may, at CAW’ discretion, be

deducted from any amounts that may then be owing to Contractor under the Contract,

without any release or waiver of any other rights or remedies in law or equity to which

CAW may be entitled.

b. Contractor’s Duties. Notwithstanding termination of the Contract and subject to any

direction from CAW, Contractor shall take timely, reasonable, and necessary action to

protect and preserve property in the possession of Contractor in which CAW has an

interest.

c. Compensation. Payment for completed services delivered and accepted by CAW shall

be at the contract price.

d. Additional Rights and Remedies. The rights and remedies provided in this clause are in

addition to any other rights and remedies provided by law.

11.14. Public Records*

The RFP document and all proposals submitted in response thereto are public records.

You are cautioned to not put material into the proposal that is proprietary in nature. All

proposals submitted become the property of CAW. (Reference CAW website:

www.carkw.com procurement/bids, purchasing, Proprietary Information & Proposals

Property of CAW)

11.15. Anti-assignment/subcontracting

Contractor acknowledges that it was selected by CAW to perform the services required

hereunder based, in part, upon Contractor’s special skills and expertise. Contractor shall

not assign, subcontract, or otherwise transfer its obligations under this Contract, in whole

or in part, without the prior written consent of CAW, which CAW may, in its sole

discretion, approve or deny without reason. Any attempted assignment or transfer of its



obligations without such consent shall be null and void. No such approval by CAW of

any subcontract shall be deemed in any way to provide for the incurrence of any

obligation of CAW in addition to the compensation agreed upon in this Contract.

Subcontracts, if any, shall be subject to the terms and conditions of this Contract and to

any conditions of approval that CAW may deem necessary. Subject to the foregoing, this

Contract shall be binding upon the respective successors and assigns of the parties.

11.16. Attorneys’ fees and expenses*

Subject to other terms and conditions of this Contract, in the event Contractor defaults in

any obligations under this Contract, Contractor shall pay to CAW all costs and expenses

(including, without limitation, investigative fees, court costs, and attorney’s fees)

incurred by CAW in enforcing this Contract or otherwise reasonably related thereto.

Contractor agrees that under no circumstances shall CAW be obligated to pay any

attorney’s fees or costs of legal action to Contractor.

11.17. Authority to contract*

Contractor warrants: (a) that it is a validly organized business with valid authority to

enter into this Contract; (b) that it is qualified to do business and in good standing in the

State of Arkansas; (c) that entry into and performance under this Contract is not restricted

or prohibited by any loan, security, financing, contractual, or other agreement of any

kind; and, (d) notwithstanding any other provision of this Contract to the contrary, that

there are no existing legal proceedings or prospective legal proceedings, either voluntary

or otherwise, which may adversely affect its ability to perform its obligations under this

Contract.

11.18. Debarment and suspension*

Contractor certifies to the best of its knowledge and belief, that it:

is not presently debarred, suspended, proposed for debarment, declared ineligible, or

voluntarily excluded from covered transaction by any federal department or any political

subdivision of the State of Arkansas;

has not, within a three (3) year period preceding this proposal, been convicted of or had a

civil judgment rendered against it for commission of fraud or a criminal offense in

connection with obtaining, attempting to obtain, or performing a public (federal, state, or

local) transaction or contract under a public transaction;

has not, within a three (3) year period preceding this proposal, been convicted of or had a

civil judgment rendered against it for a violation of federal or state antitrust statutes or

commission of embezzlement, theft, forgery, bribery, falsification or destruction of

records, making false statements, or receiving stolen property;

is not presently indicted for or otherwise criminally or civilly charged by a governmental

entity (federal, state or local) with commission of any of these offenses enumerated in

paragraphs two (2) and three (3) of this certification; and,


has not, within a three (3) year period preceding this proposal, had one or more public

transactions (federal, state, or local) terminated for cause or default.

11.19. Force majeure

Each party shall be excused from performance for any period in which it is prevented

from performing any obligation or service, in whole or in part, as a result of causes

beyond the reasonable control and without the fault or negligence of such party. Such

acts shall include without limitation acts of God, strikes, lockouts, riots, acts of war,

epidemics, governmental regulations superimposed after the fact, fire, earthquakes,

floods, or other natural disasters (“force majeure events”). When such a cause arises,

Contractor shall notify CAW immediately in writing of the cause of its inability to

perform, how it affects its performance, and the anticipated duration of the inability to

perform. Delays in delivery or in meeting completion dates due to force majeure events

shall automatically extend such dates for a period equal to the duration of the delay

caused by such events, unless CAW determines it to be in its best interest to terminate the

Contract.

11.20. Indemnification*

To the fullest extent allowed by law, Contractor shall indemnify, defend, save and hold

harmless, protect, and exonerate CAW, its commissioners, board members, officers,

employees, agents, and representatives from and against all claims, demands, liabilities,

suits, actions, damages, losses, and costs of every kind and nature whatsoever including,

without limitation, court costs, investigative fees and expenses, and attorneys’ fees,

arising out of or caused by Contractor and/or its officers, directors, principals, agents,

and/or employees in the performance of or failure to perform this Contract. In CAW’s

sole discretion, Contractor may be allowed to control the defense of any such claim, suit,

etc. In the event Contractor defends said claim, suit, etc., Contractor shall use legal

counsel acceptable to CAW. Contractor shall be solely responsible for all costs and/or

expenses associated with such defense, and CAW shall be entitled to participate in said

defense. Contractor shall not settle any claim, suit, etc., without CAW’s concurrence,

which CAW shall not unreasonably withhold.

11.21. Independent Agency status*

Contractor shall, at all times, be regarded as and shall be legally considered an

independent contractor and shall at no time act as an agent for CAW. Nothing contained

herein shall be deemed or construed by CAW, Contractor, or any third party as creating

the relationship of principal and agent, master and servant, partners, joint ventures,

employer and employee, or any similar such relationship between CAW and Contractor.

Neither the method of computation of fees or other charges, nor any other provision

contained herein, nor any acts of CAW or Contractor hereunder creates, or shall be

deemed to create a relationship other than the independent relationship CAW and

Contractor. Contractor’s personnel shall not be deemed in any way, directly or indirectly,

expressly or by implication, to be employees of CAW. Neither Contractor nor its

employees shall, under any circumstances, be considered servants, agents, or employees

of CAW and CAW shall be at no time legally responsible for any negligence or other

wrongdoing by Contractor, its servants, agents, or employees. CAW shall not withhold

from the contract payments to Contractor any federal or state unemployment taxes,

federal or state income taxes, Social Security tax, or any other amounts for benefits to


Contractor. Further, CAW shall not provide to Contractor any insurance coverage or

other benefits, including Worker’s Compensation, normally provided by CAW for its

employees.

11.22. Modification or renegotiation*

Except as otherwise specifically provided in this Contract, this Contract may be altered,

amended, or modified only by a written document executed by CAW and Contractor.

11.23. No limitation of liability

Nothing in this Contract shall be interpreted as excluding or limiting any tort liability of

Contractor for harm caused by the intentional or reckless conduct of Contractor or for

damages incurred through the negligent performance of duties by Contractor.

11.24. Ownership of documents and work papers*

CAW shall own all documents, files, reports, work papers and working documentation,

electronic or otherwise, created in connection with the provision of services under this

Contract, except for Contractor’s internal administrative and quality assurance files and

internal correspondence.

11.25. Quality control

Contractor shall institute and maintain throughout the contract period a properly

documented quality control program designed to ensure that the services are provided at

all times and in all respects in accordance with the Contract. The program shall include

providing daily supervision and conducting frequent inspections of Contractor’s staff and

ensuring that accurate records are maintained describing the disposition of all complaints.

The records so created shall be open to inspection by CAW.

11.26. Record retention and access to records

Provided Contractor is given reasonable advance written notice and such inspection is

made during normal business hours of Contractor, CAW or any duly authorized

representatives shall have unimpeded, prompt access to any of Contractor’s books,

documents, papers, and/or records which are maintained or produced as a result of the

services provided hereunder for the purpose of making audits, examinations, excerpts,

and transcriptions. All records related to this Contract shall be retained by Contractor for

three (3) years after final payment is made under this Contract and all pending matters are

closed; however, if any audit, litigation or other action arising out of or related in any

way to the services rendered pursuant to this Contract is commenced before the end of

the three (3) year period, the records shall be retained for one (1) year after all issues

arising out of the action are finally resolved or until the end of the three (3) year period,

whichever is later. Contractor acknowledges, accepts and agrees that all Contractor

records created as a result of this Agreement may be subject to the Arkansas Freedom of

Information Act.

11.27. Recovery of money


Whenever, under the Contract, any sum of money shall be recoverable from or payable

by Contractor to CAW, the same amount may be deducted from any sum due to

Contractor under the Contract or under any other contract between Contractor and CAW.

The rights of CAW are in addition and without prejudice to any other right CAW may

have to claim the amount of any loss or damage suffered by CAW on account of the acts

or omissions of Contractor.

11.28. Severability

If any part of this Contract is declared to be invalid or unenforceable, such invalidity or

unenforceability shall not affect any other provision of the Contract that can be given

effect without the invalid or unenforceable provision, and to this end the provisions

hereof are severable. In such event, the parties shall amend the Contract as necessary to

reflect the original intent of the parties and to bring any invalid or unenforceable

provisions in compliance with applicable law.

11.29. Termination upon bankruptcy

This Contract may be terminated in whole or in part by CAW upon written notice to

Contractor, if Contractor should become the subject of bankruptcy or receivership

proceedings, whether voluntary or involuntary, or upon the execution by Contractor of an

assignment for the benefit of its creditors. In the event of such termination, Contractor

shall be entitled to recover just and equitable compensation for satisfactory work

performed under this Contract prior to such date.

11.30. Third party action notification

Contractor shall give the customer prompt notice in writing of any action or suit filed,

and prompt notice of any claim made against Contractor by any person or entity that may

result in litigation related in any way to this Contract.

11.31. Waiver

No delay or omission by either party to this Contract in exercising any right, power, or

remedy hereunder or otherwise afforded by contract, at law, or in equity shall constitute

an acquiescence therein, impair any other right, power or remedy hereunder or otherwise

afforded by any means, or operate as a waiver of such right, power, or remedy. No

waiver by either party to this Contract shall be valid unless set forth in writing by the

party making said waiver. No waiver of or modification to any term or condition of this

Contract will void, waive, or change any other term or condition. No waiver by one party

to this Contract of a default by the other party will imply, be construed as or require

waiver of future or other defaults.

11.32. Applicability of Freedom of Information Act*

Contractor acknowledges that CAW is subject to the requirements of the Arkansas

Freedom of Information Act (the “FOIA”) and to the extent Contractor performs work for

CAW, Contractor may also be subject to requirements of the FOIA. Therefore, each

party shall assist and cooperate with the other (at their own expense) to enable the other

party to comply with any applicable information disclosure obligations under the FOIA.

Whenever a party receives a request for information under the FOIA in relation to the


Contract or information which it is holding on behalf of the other party, it shall (and shall

procure that its sub-contractors shall):

A. transfer the request for information to the other party as soon as practicable after receipt

and in any event within one (1) working day of receiving the request for information;

ii. provide the other party with a copy of all information in its possession or power

in the form that the other party requires within two (2) working days (or such

other period as the other party may specify) of the other party requesting that

information; and

iii. provide all necessary assistance as reasonably requested by the other party to

enable the other party to respond to the request for information within the

relevant time for compliance as set out in the FOIA.

Each party shall be responsible for determining at its absolute discretion whether:

i. the information is exempt from disclosure under the FOIA; or

ii. the information is to be disclosed in response to a request for information.


ATTACHMENT Z – SUBCONTRACTOR COMPLIANCE

CONTRACT:


Proposer Company Name:

Contract Number: Project Name:

(NOTE: This form MUST be submitted with each proposal.)

Check ONE of the following:

☐ No subcontractors will be used by Proposer on this project.

☐ Subcontractors are proposed to be used on this project. The following is 1) a list of subcontractors

proposed to be used on the project AND 2) a list of subcontractors who submitted bids or quotes to the

Proposer for the project but were not selected by the Proposer:

1) SUBCONTRACTORS PRPOSED TO BE USED ON THE PROJECT:

Firm Name Address Telephone Number

2) SUBCONTRACTORS WHO SUBMITTED BIDS OR QUOTES BUT WERE NOT

SELECTED:

Firm Name Address Telephone Number

(Form continued on next page. Use copies of page 1 of this form if space is needed to list additional

subcontract firms and attach such copies to the form.)


CERTIFICATION

On behalf of the Proposer identified below, I certify that the information provided in this form is true and

correct.

Proposer Name:

By: Date:

Name:

Title:


ATTACHMENT AA – CAW EMPLOYEE TRAVEL POLICY

CONTRACT:




BUSINESS TRAVEL POLICY

Revised January 2016

AUTHORIZATION FOR BUSINESS TRAVEL

PRIOR APPROVAL BY THE CHIEF EXECUTIVE OFFICER (CEO) OR CHIEF OPERATING OFFICER (COO) IS REQUIRED FOR OUT-OF-STATE TRAVEL. Prior approval by an employee's department director is required for all in-state (but outside our service/work area) travel. It is the employee’s responsibility to read this policy prior to departing on any utility sponsored travel. Out of state travel by the COO shall be approved by the CEO. Out of state travel by the CEO shall be approved by the Chairperson of the Board of Commissioners.

FOOD EXPENSES

Meals are reimbursed at actual expense up to a maximum of the federal per diem rate for the travel destination. Meal receipts are not required. Federal per diem rates by travel destination and the breakdown by meal can be found through the menus at the gsa.gov web site. Meal tips are included in the per diem rates. The six federal per diem rates also include $5 per day for incidentals that is primarily for tips not associated with meals and other miscellaneous expenditures. The 2016 breakdowns are shown in the table below:

Per Diem $51 $54 $59 $64 $69 $74

Breakfast 11 12 13 15 16 17

Lunch 12 13 15 16 17 18

Dinner 23 24 26 28 31 34

Incidentals 5 5 5 5 5 5

**CAW does not follow the first & last of travel policy as listed on the GSA website.

When a meal is provided by the function/event sponsor (e.g., banquet meal included in registration fee paid by the Utility) or is hosted by a vendor entertaining clients, the allowance as per the federal breakdown will not be paid for that meal, unless approved as a “Variance” from the Business Travel Policy, as provided below. Breakfast allowances are not provided for travel with an initial departure time later than 8 a.m. or dinner allowances for a final arrival time back home earlier than 6 p.m. Meal allowances are not provided for travel in the Little Rock metropolitan area. Time of initial departure and final arrival will be annotated on the Travel Expense Reimbursement Request. Departure time for air travel is considered to be 2 hours prior to flight departure time. Reimbursement of meals for other purposes (i.e., meetings) must state the names of guest(s) and nature of business and must be approved by the CEO or COO. The CEO and COO are not required to have prior approval for such reimbursements.


Business Travel Policy Revised ‐ January 2016

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LODGING EXPENSES

Lodging will be reimbursed at the single-room rate charged by any hotel recommended by the event sponsor. Hotels not on the sponsor list or those used for business travel will be reimbursed at the single-room rate up to a maximum of $200 not including taxes - rates exceeding $200 require advance approval as a Variance from the Business Travel Policy. If the employee is accompanied by other individuals, the employee must assume responsibility for the additional cost above the single-room rate. If two or more employees share a room, each may claim an equal share of the room cost, or one employee may claim the total cost of the room by showing the names of other employees who shared the room. A receipt for all lodging is required and must be attached to the Travel Expense Reimbursement Request.

TRANSPORTATION EXPENSES

Mode Of Transportation When an employee travels on Central Arkansas Water business, the Utility will specify the mode of transportation for the employee. Reimbursement for travel expenses shall not include any portion of the employee's travel cost that is not reasonably necessary to accomplish the business purpose of the trip. If there is question as to which aspects of an employee’s trip are reimbursable, the Utility shall be entitled to make a post departure decision on this issue. There may be situations when the employee would prefer to travel by a form of transportation other than the mode designated by the Utility. In those cases, the department director may approve the employee’s request. Changes in the mode of travel require approval as a Variance from the Business Travel Policy. When an employee elects to use another mode of transportation, only those expenses that would be incurred with the transportation mode preferred by the Utility (normally air travel) will be reimbursable. The total amount paid for mileage shall not exceed round trip coach airfare based upon an advance purchase price of at least 14 days. An exception would be made only if the approval date did not allow for the 14 day advance purchase. Employees are encouraged to consider Saturday night stays when the airfare reduction will more than offset the additional lodging and per diem expense. Per Diem and lodging expenses shall not be for more than one day of travel time to and from the destination city. Additional travel days required as a result of an employee’s choosing a different mode of transportation will not be allowed. The employee will be required to use Paid Time Off for any additional travel days. The time required away from the job shall be determined using a reasonable approach. If the employee could reasonably be expected to travel to or return from the business trip on the same day the meeting begins and/or ends, only that time for travel and reimbursement of travel expenses will be allowed. As a normal "rule of thumb," if the meeting begins at noon or later, the employee should normally be able to travel to the meeting site on that date. If the meeting ends at noon or earlier, the employee should normally be able to return on the same date. If the meeting begins or ends outside these parameters, the traveler may be entitled to another travel day. The times used shall be based on Little Rock time. If an employee has questions about the amount of time allowed for travel or travel reimbursement expenses, these questions should be resolved before the travel begins. The Utility will make the final determination on allowed time and expenses.



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Travel By Air Upon approval for travel, the Purchasing Section will determine the available fare and set the amount for company purchase or employee reimbursement. The traveler is then expected to follow through in a timely manner by purchasing the ticket for reimbursement or having the Purchasing Section obtain the ticket. Reimbursement for airfare will equal the actual cost of coach airfare not to exceed the price set by purchasing agent. Vendor-supplied receipts of transportation cost must be submitted with the Travel Expense Reimbursement Request. Airline ticket payment will be made for the lowest actual coach costs available and conforming to the traveler’s schedule. Use of "Non-Refundable" airfares is recommended. These fares are usually considerably less expensive than refundable un-restricted fares. In most cases, if the travel must be changed or the trip must be cancelled altogether, the funds can be used as a credit toward future travel, less a service charge imposed by the airline. Once purchased, all tickets for air travel belong to the Utility and cannot be utilized by the employee for personal travel even in the event the travel for Utility purposes is cancelled or changed and the ticket would go unused. Employees may retain all benefits from frequent flyer club memberships. All dues for such clubs must be paid by employee. Ground Transportation The employee traveling for the Utility is expected to use good judgment in selecting ground transportation and select the form of transportation that is the most economical and practical. Many hotels/motels provide ground transportation for their guests. If this type of transportation is available, and if the timing is within reason, the employee will be expected to use this service. Many cities offer an airport shuttle service and in most cases, this service is offered at about half the regular taxi fare. When the service is available, and the scheduling meets the employee's requirements, airport shuttles should be utilized. In the event the above sources are not available, or their schedule is not practical, a taxi may be used and the employee will be reimbursed for the actual cost of the taxi fare. Vendor-supplied receipts of transportation cost must be submitted with the Travel Expense Reimbursement Request. In some situations, a rental automobile may provide the most reasonable means of transportation. However, the rental must be approved as a Variance to the Business Travel Policy. In most cases, the employee will know in advance whether a rental automobile is necessary and prior arrangements can be made. Should a rental automobile be approved, vendor-supplied receipts of cost must be submitted with the Travel Expense Reimbursement Request. Travel To And From Little Rock National Airport Except for those individuals who receive a monthly automobile allowance, travel to and from the Little Rock National Airport may be by taxi, which is reimbursable, or by private automobile, which is reimbursable at the current mileage rate (current Internal Revenue Service allowance). The Utility will pay for two round trips from the employee's home to the



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airport, or pay for one round trip to the airport and airport parking. For those employees who are paid a monthly automobile allowance, no claim for Little Rock taxi service or mileage to and from the airport is allowable. These individuals are expected to provide their own transportation to and from the airport, as a part of their normal business operations. Airport parking is reimbursable. Travel By Rented Automobile

If travel is by rented automobile, the Utility will reimburse the employee for the rental cost, including necessary insurance. The rented automobile shall be used for local transportation at the area visited. The reimbursement for a rental automobile will be allowed only when it provides the most economical and/or practical means of transportation. The use of a rental automobile must be approved in advance as a Variance to the Business Travel Policy. If an employee chooses to rent an automobile for personal use while traveling for the Utility, the employee may be reimbursed for the use of the rental automobile for business travel on the same basis as when travel is by a private automobile ($15.00 per day, plus other allowances). In such cases, the automobile should be rented at the airport or other point of entry to the area, because the payment of local private allowance precludes the payment of taxi or shuttle fares. Another area of concern when using a rental automobile (or a personal automobile) is hotel parking cost. The employee who intends to use this parking should consider its cost in selecting lodging. Travel By Private Automobile If travel is by private automobile, the employee will be reimbursed at the current automobile mileage reimbursement rate (current Internal Revenue Service allowance). The total amount paid for mileage shall not exceed round trip coach airfare, as determined by the Purchasing Agent with a typical 14 day advance purchase price. Airfare should be booked as soon as is practical after the request for travel has been approved. Mileage will be based on the current mileage as shown in the Rand McNally U.S. Road Atlas for the most direct route between points of travel. When an employee has driven a private automobile, the private automobile will be used for local travel when practical. Local travel will be defined as travel within a 25-mile radius of the employee's lodging place in the area visited. The employee may be reimbursed for the use of the employee’s private automobile for local travel at a daily rate of $15.00 per day (out-of state travel only). The day of arrival may be counted. The day of leaving will not be counted for this purpose. If the visit is limited to one day (arrival and departure on the same date), the traveler may claim reimbursement for a day of local travel ($15.00). Other charges, such as parking, tolls, etc., will be reimbursed at actual cost. If available, vendor-supplied receipts of cost must be submitted with the Travel Expense Reimbursement Request. Reimbursement for use of a private automobile for vicinity driving within the state of Arkansas shall be reimbursed at the current automobile mileage reimbursement rate. All other charges, such as parking, tolls, etc., will be reimbursed at actual cost.



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Local Travel Expenses For Employees Who Receive An Automobile Allowance Expenses for travel inside the utility service area (mileage, parking, tolls, etc.) incurred by employees provided an automobile allowance are considered normal business operations and covered by the automobile allowance. When these employees travel outside the utility service area and water source facilities, reimbursement for automobile expenses will be the same as for all other employees. Mileage for these trips will be computed from the starting point (home or office) to the destination and back. Other automobile expenses, such as parking, tolls, etc., also are reimbursable when travel is outside the utility service area and water source facilities.

Local Travel Expenses For Employees Who Do Not Receive An Automobile Allowance Utility employees will be reimbursed at the mileage rate (current Internal Revenue Service allowance) when they are required to use their personal vehicles in pursuit of Utility business. The employee's department director must approve the use of a private automobile. When an employee needs transportation to carry out Utility business, the first source of transportation considered should be a utility vehicle. If it is more practical to pay the employee mileage, the department director is authorized to approve mileage; however, before approving the use of a private vehicle, the department director must ensure that the employee has adequate liability insurance coverage For employees who need transportation for extended periods of time, the Utility has a few spare vehicles that may be used for temporary transportation. The spare vehicles normally are located at the Clearwater Operations/Maintenance Complex or Little Rock Administration Building. However, the vehicles are for the use of all departments. All departments are encouraged to cooperate in using and making available spare vehicles. Employees will be paid mileage only when carrying out Utility business as directed by the department director. Employees will not be paid mileage for attending meetings that do not benefit the Utility. Department Directors have the discretion to allow personal mileage reimbursement to attend certain types of training activities. The Utility encourages the use of company vehicles and carpooling to these types of activities. The Utility will reimburse mileage for personal vehicle use for training meetings and continued education courses that are employment-related or that support the renewal of an employee’s Water Supply Operator’s License. Employees receiving mileage reimbursement must provide the department director with proof of liability insurance coverage. Reimbursements will not be considered unless a current certificate or copy of insurance coverage is on file. Attendance at Central District of the Arkansas Water Works & Water Environment Association meetings is eligible for reimbursement. Attendance at Central District meetings must be verifiable through District attendance records.

MISCELLANEOUS EXPENSES

Miscellaneous expenses will be reimbursed at actual cost, when the expenses are required to carry out utility business. A few examples of miscellaneous expenses that would be reimbursable are: Registration charges for Utility business-related seminars or meetings; the purchase of books or materials for Utility business; charges for Utility telephone calls;



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and tours that are related to Utility business. Examples of items that would not be covered expenditures are: Personal entertainment, alcoholic beverages, purchase of items for personal use, care, and maintenance of personal property (laundry, auto repair, etc.), and personal telephone calls. However, the cost of one personal telephone call per trip, not to exceed 10 minutes, will be reimbursed. Vendor-supplied receipts of cost must be submitted with the Travel Expense Reimbursement Request. The basic rule is: If the expense is for utility business, it is reimbursable. If the expense is not for utility business, it is not reimbursable.

USE OF GOOD JUDGEMENT

The Business Travel Policy does not set a maximum limit for most of the covered expenses; however, employees are expected to exercise sound judgment when selecting items for which they expect reimbursement. The Utility expects the employee to be reimbursed for reasonable travel expenses. If the traveler has a choice between two hotels, and both hotels provide adequate facilities, the employee is expected to choose the most economical and/or practical lodging.

METHOD OF REIMBURSEMENT OF TRAVEL EXPENSES

All out-of-state travel expenses will be reimbursed using the Utility Travel Expense Reimbursement Request. All travel costs above $150 require the use of the Travel Expense Reimbursement Request. Travel Reimbursement Requests submitted by the CEO shall be reviewed by the CFO and COO for compliance with the Business Travel Policy and forwarded to the Chairperson of the Board Commissioners for final approval.

TRAVEL ADVANCES

While small advances are discouraged, the traveler may submit an advance request in writing to the Department Director showing the estimated out-of-pocket expenses. The Department Director shall evaluate the request and forward those approved to Accounting at least 5 (five) working days before travel for issuance of an advance travel expense check. Accounting shall not make advance travel payments if there are outstanding post-travel forms or refunds past due from the individual requesting the advance. Request for advances by a Department Director shall be submitted to the CEO or the COO. Request for advances by a CEO or COO are strongly discouraged and should be approved as a Variance to the Business Travel Policy.

VARIANCE FROM POLICY

For employees below the grade of Department Director, a “Variance” from the Business Travel Policy may be authorized by the Department Director. For Department Directors and above, other than the CEO and the COO, a Variance from the Business Travel Policy may be made by the CEO or the COO. The COO may obtain a Variance from the Business Travel Policy from the CEO. The CEO may obtain a Variance from the Business Travel Policy from the Chairperson of the Board of Commissioners.
