REQUEST FOR PROPOSALS FOR A WATER-FOCUSED CUSTOMER …

REQUEST FOR PROPOSALS

FOR A WATER-FOCUSED CUSTOMER PORTAL IN SUPPORT OF THE

ADVANCED METERING INFRASTRUCTURE (AMI) PROJECT

JOB 10062

PROPOSALS DUE:

October 31, 2019 2:00 p.m.

ALAMEDA COUNTY WATER DISTRICT 43885 South Grimmer Blvd, Fremont, California 94538-6348

(510) 668-4499 Engineering Office www.acwd.org

OCTOBER 2019 ALAMEDA COUNTY WATER DISTRICT

REQUEST FOR PROPOSALS

http://www.acwd.org/

ACWD JOB 10062 Water Focused Customer Portal RFP 2

Table of Contents 1.0 INVITATION TO SUBMIT PROPOSALS ..................................................................................................... 4

1.1 Introduction ....................................................................................................................................... 4

1.2 Pre-Proposal Conference ................................................................................................................... 4

1.3 RFP Closing ......................................................................................................................................... 4

1.4 Confidentiality and Waiver of Claims ................................................................................................. 5

1.5 Confidential Indemnity ...................................................................................................................... 5

1.6 Contract Documents .......................................................................................................................... 6

2.0 BACKGROUND ........................................................................................................................................ 7

3.0 PURPOSE ................................................................................................................................................ 9

4.0 CUSTOMER PORTAL GOALS ................................................................................................................... 9

5.0 PROPOSER’S EXPERIENCE AND QUALIFICATION REQUIREMENTS ....................................................... 10

6.0 SCOPE OF WORK & SUBMISSION REQUIREMENTS .............................................................................. 11

6.1 General Software Requirements ..................................................................................................... 11

6.2 Application Overview ....................................................................................................................... 14

6.3 Customer Facing Functionality ......................................................................................................... 16

6.4 Utility Facing Functionality ............................................................................................................... 19

6.5 Implementation and Training .......................................................................................................... 20

7.0 ADDITIONAL REQUIREMENTS .............................................................................................................. 26

7.1 California Consumer Privacy Act ...................................................................................................... 26

7.2 Information Protection and Personal Privacy .................................................................................. 26

8.0 COMPENSATION .................................................................................................................................. 26

9.0 PROPOSAL ELEMENTS .......................................................................................................................... 29

9.1 Instructions ...................................................................................................................................... 29

9.2 Proposal Structure ........................................................................................................................... 30

10.0 CLARIFICATION OF PROPOSALS / WITHDRAWAL OF REQUEST FOR PROPOSALS .. Error! Bookmark not defined.

11.0 SUBMISSION OF PROPOSALS ............................................................................................................... 35

12.0 EVALUATION OF PROPOSALS ............................................................................................................... 35

12.1 Instructions ...................................................................................................................................... 36

12.2 Evaluation Process ........................................................................................................................... 36

12.3 Evaluation Criteria ............................................................................................................................ 37

12.4 On-site Demonstration and Interview ............................................................................................. 39

12.5 Financial Evaluation ......................................................................................................................... 39

12.6 Total Evaluation ............................................................................................................................... 39

12.7 Statement of Work........................................................................................................................... 39


13.0 PROPOSER SELECTION SCHEDULE (Subject to Change) ....................................................................... 40

14.0 CONFIDENTIALITY................................................................................................................................. 40

15.0 JOINT PROPOSALS ................................................................................................................................ 40

16.0 INSURANCE ......................................................................................................................................... 41

17.0 DATA AVAILABLE FROM ACWD ............................................................................................................ 43

List of Appendices

• Appendix A – Technical Proposal Submittal Form • Appendix B – Cost Proposal Submittal Form • Appendix C – Sample Agreement / Software-as-a-Service (SaaS) Requirements • Appendix D – AMI Business Drivers • Appendix E – Current Invoice Cloud and CSS System Architecture Diagram • Appendix F – Diagram of the Anticipated Interfaces with the Selected AMI System


ALAMEDA COUNTY WATER DISTRICT REQUEST FOR PROPOSALS

WATER-FOCUSED CUSTOMER PORTAL

1.0 INVITATION TO SUBMIT PROPOSALS

1.1 Introduction

The Alameda County Water District (District or ACWD) supplies water to a population of over 357,000 in the cities of Fremont, Newark, and Union City. The District was established in 1914 by the state legislature under the California County Water District Act and is governed by a five-member Board of Directors. It was originally created to protect the groundwater basin, conserve the waters of the Alameda Creek Watershed, and develop supplemental water supplies, primarily for agricultural use. In 1930, urban water distribution became an added function of the District. Today, the District provides water primarily to urban customers.

The District is seeking proposals from qualified respondents for a water-focused customer portal in support of a District wide Advanced Metering Infrastructure (AMI) project.

At a minimum, ACWD is looking for a customer-facing web-based application with customer alert and notification functionality, and Utility-facing web-based dashboard and reporting feature sets as outlined in this Request for Proposal.

1.2 Pre-Proposal Conference

There will be a non-mandatory pre-proposal conference at the District Office, 43885 South Grimmer Boulevard, Fremont, California, on October 16, 2019 at 10:00 a.m. PST that can be attended in person or remotely.

Please contact Christine Santiago at phone: (510) 668-4408 or email: [email protected] to register for remote access to the pre-proposal conference. Remote access will be provided via the District’s WebEx account. The District makes no assurances with regard to the quality or uptime of the WebEx remote access interface, nor will the District provide any troubleshooting services. Proposers should plan their attendance to the Pre-proposal Conference accordingly.

During the pre-proposal conference, Proposers may ask questions about the RFP. Formal questions regarding the RFP will be submitted and answered in accordance with Section 10 “Clarifications of Proposals / Withdrawal of Request for Proposal”.

1.3 RFP Closing

Sealed proposals to provide the Water Focused Customer Portal will be received by the District Secretary of the Alameda County Water District at its offices, 43885 South Grimmer Boulevard, Fremont, California 94538, until closing time of 2 p.m., Pacific Standard Time (PST), on October 31, 2019.

mailto:[email protected]


1.4 Confidentiality and Waiver of Claims

The California Public Records Act (Cal. Govt. Code Sections 6250 et seq.) (CPRA) mandates public access to government records. Therefore, unless the information is exempt from disclosure by law, the content of the proposal, as well as any other written communication between District and the Proposer, is a public record that must be made available to the public.

If the Proposer believes any communication contains information exempt from disclosure under the CPRA, including trade secrets or other proprietary information that the Proposer believes would cause substantial injury to the Proposer’s competitive position if disclosed, the Proposer must request that the District withhold from disclosure the exempt information by submitting:

1. An unredacted copy of the proposal marking each page containing such exempt information as confidential; and

2. A redacted copy of the proposal that redacts the purportedly exempt information; and

3. A separate "confidentiality index" including all of the following information:

a. The section and page number of the proposal where the information is located; and

b. An explanation of why the information is exempt from disclosure under the CPRA.

4. By submitting a proposal, Proposer:

a. Consents to the release of the redacted version of the proposal; and

b. Consents to the release of any portion of its proposal not included in the confidentiality index; and

c. Waives all and agrees not to bring any claims against the District, its directors, officers, employees and agents, for the disclosure of such information.

If the Proposer does not include a confidentiality index in its proposal, the District will have no obligation to withhold any information from disclosure and may release the information sought without liability to the District.

In the event of conflicts between the redacted version, the confidentiality index, and confidentiality designations in the body of the proposal, the redacted version prevails.

A Proposer may not designate its entire proposal as confidential. The District will not honor such designations and will disclose submittals so designated to the public without liability to the District.

1.5 Confidential Indemnity

Upon receipt of a request pursuant to the CPRA seeking proposal material relating to this RFP, the District may provide the redacted version of the proposal or may withhold material designated in the confidentiality index that is exempt from disclosure. If the District determines that information in the confidentiality index is not exempt from disclosure, the District will give reasonable notice to the Proposer prior to releasing any material listed in the confidentiality index.

By submitting a proposal, Proposer agrees to indemnify, defend, and hold harmless the District, its directors, officers, employees and agents, from any and against all damages (including but not limited


to attorneys’ fees that may be awarded to the party requesting the proposer information), and pay any and all cost and expenses, including attorneys' fees, related to the withholding of the information included in the confidentiality index or in the redacted version of the proposal. If Proposer fails to accept a tender of a defense, the District reserves the right to resolve all claims at its sole discretion, without limiting any rights stated herein.

1.6 Contract Documents

The Contract Documents are made up of the following parts: • Addendum • Statement of Work • SaaS Agreement • Proposers response to Part 8 • RFP Specifications

RFP documents for this work are available for inspection during normal business hours at the office of the District. The RFP documents may be downloaded from the District’s website (www.acwd.org) under “Current Consultant & Services Opportunities”.

There is no charge for the first hard copy but there is a nonrefundable charge of $30 for each additional copy of the RFP Documents obtained at the office of the District.

There is an additional nonrefundable delivery charge of $20 for each copy of the RFP Documents delivered by surface transportation or mail.

Ed Stevenson Manager of Engineering & Technology Services Alameda County Water District

http://www.acwd.org/


2.0 BACKGROUND

The Alameda County Water District (District or ACWD) is pursuing the deployment of an Advanced Metering Infrastructure (AMI) system, which is scheduled for completion by approximately December 2022.

The District’s existing metering infrastructure is comprised completely of conventional meters that are read manually, and billed every 60 days. This legacy metering model has served the District well for the past 85 years. The District is looking to replace this system with a solution of 20+ year lifecycle to meet the District’s future metering needs. Additionally, the District recognizes that a successful conversion to AMI will require modification of not just existing infrastructure but also existing business processes.

In support of the Advanced Metering Infrastructure (AMI) Project, the District is currently undertaking two procurements, which have been released in parallel:

RFP-1: Request for Proposals for “Turnkey” Deployment Solutions in Support of the Advanced Metering Infrastructure (AMI) Deployment Project (outside of scope for this procurement); and

RFP-2 (this document): Request for Proposals for a Water-Focused Customer Portal in Support of the Advanced Metering Infrastructure (AMI) Project (this RFP procurement document).

The RFP-1 will procure a “turn-key” District wide Advanced Metering Infrastructure (AMI) system including provision of an AMI data collection network with District-wide coverage, the upgrade of water meters to be AMI compatible, water meter and water meter register supply and installation, the supply and installation of AMI radio transmitters for all District accounts, and provision of a fully-functional AMI meter data collection software and meter data management software. The AMI system will cover the entire District service area and all approximately 85,000 service connections.

RFP-1 is anticipated to be awarded in February 2020. The District’s evaluation and selection of the responses to RFP-1, i.e. the AMI Deployment solution including the AMI system and supporting software platforms, is ongoing. The Water-Focused Customer Portal will be required to seamlessly interface with the selected AMI solution.

In addition to the new software platforms procured under RFP-1, the District has a suite of existing enterprise software platforms. The platforms that the Water-Focused Customer Portal may need to seamlessly interface with include the following:

• Invoice Cloud Electronic Bill Presentment & Payment (EBPP) system.

• Selected AMI system and MDM procured with RFP-1.

• Cayenta Customer Information System (CIS).

• Cayenta Self Service portal (will be replaced by the Customer Portal)

The District has implemented Cayenta Customer Self Service (CSS) which is currently the District’s water customer web landing page. The Customer Portal will replace the CSS.

The CSS provides water customers with the following functionality:

• Initial Customer sign up.


• Customer information updates.

• Self-service password changes.

• Account details.

• Transaction history.

• Consumption analysis.

• Utility requests (Start service, stop service, request history, or contact from the District).

The Invoice Cloud SaaS application, which the Customer Portal will integrate with, provides water customers with the following functionality:

• Function performed that require login:

o Customer sign in authentication process

o Bill presentment.

o Setup and processing Autopay payments (automatic payments).

o Setup and status of paperless billing (eBilling).

• Functions performed that do not require login:

One-time payment process (QuickPay).The current Invoice Cloud and CSS system architecture diagram is provided in Appendix E. Appendix F includes a diagram of the anticipated interfaces with the selected AMI system. The Proposer may adjust the interfaces architecture based on the selected AMI vendor.

The District has planned for the AMI project to be implemented in a number of phases. The initial priority will be to successfully implement the AMI system prior to beginning the Water-focused Customer portal. Within the AMI RFP the phases are described as follows:

• Startup Phase: The goal of this phase shall be for the District and the AMI Contractor to plan, prepare, setup, test, mobilize and document all components to be implemented under this phase. The AMI Contractor shall provide installation services and plan, communicate, and place into operation the systems and processes to support the implementation of the AMI System.

• Proof of Concept Phase: The goal of this phase is to prove that the Contractor’s systems and installation processes can be successfully implemented with the District’s systems to prove the District’s systems and business processes are able to support the AMI system prior to the District issuing a second Notice to Proceed, which will allow the AMI Contractor to proceed to the Production Phase. This phase will include the installation of approximately 3,000 water meters and is expected to be complete around December 2020.

• Production Phase: In this phase the AMI Contractor shall install all of the meters, meter components, radio transmitters, and data collection equipment not already installed during the Proof-of-Concept Phase.


It is anticipated the Water-focused Customer Portal agreement will be awarded concurrently with the AMI Deployment contract at the February 2020 Board Meeting, with an anticipated go-live shortly after completion of the Proof of Concept infrastructure deployment.

3.0 PURPOSE The purpose of this RFP is to select a Water-focused Customer Portal that will replace Cayenta’s CSS as the District main water customer web landing page, suppress the Invoice Cloud application (through API’s) and enhance customer service by using the selected AMI system’s hourly consumption data (see Section 4 for customer portal goals). The District wants to eliminate obvious differences between the District’s web page and Customer Portal pages.

The District does not want to reduce the features and functionality currently available to water customers; at a minimum, the preferred solution should continue to provide CSS and Invoice Cloud’s functionality.

4.0 CUSTOMER PORTAL GOALS The District completed a needs assessment and a comprehensive business case to help guide the scope of the Advanced Metering Infrastructure (AMI) Deployment Project. As a part of this process, the District identified a number of goals and AMI business drivers that the District wanted to achieve and deemed as essential to the overall solution. Included in Appendix D “AMI Business Drivers” is a table with a detailed description of all the AMI business drivers the District determined were important to achieve with an AMI solution.

These business drivers are the fundamental drivers for the AMI Project and identify key functional success criteria for the AMI Project. To maximize the value of the solution, the District expects that the selected Customer Portal will excel in providing the features and functionality defined in the Business Drivers. The AMI Business Drivers that most directly relate to the Customer Portal have been summarized below.

Business Drivers Description in relation to the Customer Portal

Revenue Continuity • Tamper detection

Customer Engagement

• Generate goodwill with the District’s customer base • Reactive use of leak detection • Proactive use of leak detection • Customer consumption analysis • Vacation monitoring • Reduce billing exceptions • Reduce billing error complaints • Enhance conservation and engagement

District Absorption • Same day finals and special reads • Achieve cost savings by reducing truck rolls

Operational Enhancements • Bylaw enforcement


Additionally, the customer portal is expected to provide a platform that will facilitate and support the following business functions:

• Water conservation initiatives via usage analysis and targeted outreach to customers with high or atypical use.

• Leak identification and customer alert service tools.

• Initiate proactive customer service and notifications/alerts.

• Customer self-serve access to usage data and service functions with a seamless customer experience with Invoice Cloud.

• Better manage customer complaints and improve customer satisfaction.

• Aid in the transition from monthly to hourly (AMI) data.

In support these goals, the primary objective of the Proposer will be to provide:

• A customer-facing web-based application and native application for common smart phone and tablet devices.

• A utility-facing web-based application with analytics dashboard.

• The ability to send a range of automatic and customizable digital alerts and notifications.

• Promote the adoption rate and bi-monthly utilization of District Customers to the Customer Portal platform.

• Support the District’s absorption of the AMI system, via support for the transition of associated business processes and training for District staff.

Time is of the essence. The Proposer shall ensure the availability of resources, as necessary, to facilitate work in a timely fashion and as detailed in the RFP documents.

5.0 PROPOSER’S EXPERIENCE AND QUALIFICATION REQUIREMENTS The Proposer shall be competent in executing the various elements described in this RFP and indicate in their proposal their suitability and experience executing similar projects. No change or substitution of named subcontractors, vendors or products will be allowed.

It is highly desirable that the Proposer have a minimum of 5 years of industry experience. Proposer is requested to provide at least three references for water utility customers where similar programs have been implemented using the proposed solution. References must include Utility, program manager name, title, and contact information as well as the specific project dates, number of water meters under management, short description of program, time to launch (contract signing to start of program) and results.

Proposer’s key project team staff shall be competent at executing the various elements of work described in this RFP. Key project staff shall be identified in the proposal, indicating their suitability for this project and experience executing similar projects. The proposed Project Manager shall be


identified and have direct experience leading projects of this nature. Resumes for key staff should be included in an appendix to the proposal (including name, role, location, tenure and experience with similar projects).

No change or substitution of named key project staff will be allowed unless written approval, which may require submission of experience and qualification evidence to the satisfaction of the District, is obtained from the District.

The District expressly reserves the right to reject any Proposal if it determines that the Proposer’s business and technical organization; financial resources; key project staff; and/or lack of successful experience in performing work of similar type and magnitude is such that it is not in the District’s best interest to accept the Proposer’s Proposal.

6.0 SCOPE OF WORK & SUBMISSION REQUIREMENTS

6.1 General Software Requirements

6.1.1 Software Overview

All references to “software” or “application” will refer to the Proposer provided, Software-as-a-Service (SaaS) application(s) required to operate the water-focused customer portal application and meet the specifications as detailed. Where a software application can be provided both as an on-premise or in a SaaS environment, the Proposer shall price the SaaS as the base solution (preferred) and provide the on-premise as an alternative. See Appendix C - SaaS Requirements Form for the District’s SaaS requirements, and Appendix D - Sample Agreement.

6.1.2 Application Licenses

The Proposer shall supply the District with a license for accessing the software by District personnel and Water Customers. The application license shall cover read-only, read-write (where applicable), mapping and reporting activities (as required).

6.1.3 Active Directory

For all Utility Users, the application will allow for integration with the District’s Active Directory environment such as on-premise Active Directory, ADFS or Azure AD. The application will allow for multi-factor authentication (MFA) for all Utility Users if so desired by the District.

6.1.4 System Responsiveness

Proposer shall provide a system designed with capacity such that when connected directly to the system network, all users should experience reasonably response time to screen refreshes.

6.1.5 Support Term

The Proposer shall include ongoing annual support and maintenance for proposed solution. After the first year, the District will pay annual software support and maintenance or SaaS fees as detailed in the Compensation for a term of three years, with one (1) two-year optional extension. The Proposer must support the solution for a minimum of 10 years. Where new software application(s) are introduced that would render one of the applications proposed in


the Proposer’s solution obsolete, the new software shall have the same or improved functionality for the same or lower cost. The Proposer shall provide a minimum of a 12 month notice to move to a new software application.

6.1.6 Data Ownership

All data and information provided to the Proposer or generated by the solution is owned by the District. If requested in writing, the Proposer will provide all District data associated with the solution and meter or customer information provided from the CIS within 30 days. There will be no restrictions to the District in obtaining this data or additional costs associated with the transfer of this data.

6.1.7 Software Warranty

The Proposer shall warranty the application for its intended use for a period of 1-year duration as of the Go-live date. Any issues relating to the applications integration or functionality shall be investigated and resolved as part of the original implementation(no additional support costs).

6.1.8 District’s Existing IT Standards

The Proposer should conform (where applicable) to the IT standards described below. For an On-premise solution, where the proposed solution deviates from these, detail the difference within the technical submission.

Category Description

Server operating system Microsoft Windows Server 2016 or later

Virtual infrastructure VMWare

Databases supported SQL Server 2014 or later

Desktop operating system Windows 10 Enterprise

Office productivity software Office 2019/Office 365

Email system Exchange/Outlook

Browsers IE 11, Chrome, Edge

Supported browsers for external facing systems

All major browsers (IE, Chrome, Safari, Firefox etc.)

6.1.9 Software-as-a-Service

The sample SaaS agreement is attached as Appendix C - SAAS Requirement Form. It is the District’s intent to sign a separate long-term agreement to provide SaaS with the Proposer or the AMI Vendor who will continue to provide this service after Final User Acceptance Testing.

6.1.9.1 Browser Access

The software shall be accessible through the following applications (both desktop OS and mobile/tablet OS): the most recent versions of Microsoft Explorer, Microsoft Edge, Google


Chrome, Apple Safari, Mozilla Firefox. Additionally, the customer portal software should be available via native app for iOS and Android devices.

6.1.9.2 Service Level

The Proposer shall ensure the application availability (including all devices, collectors and reporting functional) aligns with Appendix C - SAAS Requirement Form. The system shall be available for District personnel and Customer use 24 hours a day, 7 days a week with a system uptime of 99.9% available.

6.1.9.3 Non-Production Environments

The software solution should include a full-time test environment where the District can perform testing. The test environment needs to replicate the production system but can be sized for a maximum of 60 days of consumption data. This test environment shall be available, at a minimum, during the initial standup and testing of the application.

6.1.9.4 Security

The Proposer is responsible for the security of the application and preventing unauthorized access to the District’s information.

6.1.9.5 Backup

The Proposer should back up the District’s data on a daily basis, storing the backup copy in a secure data warehouse separate from the active application(s). Recovery of any lost data should be completed within 3 days of the request by the District.

6.1.9.6 Hours of Support

As a part of its Software-as-a-Service offering, the Proposer shall provide phone support 24/7, 365 days per year.

6.1.10 Security

Proposer shall include evidence of information security consistent with industry standards via a written third-party assessment. Assessment shall include evaluation of external network penetration testing and a web application security assessment consistent with OWASP Top Ten principles. Export Control: Keeping utility data secure and private is a primary concern. To that end, data should not be exported outside of the United States. Specifically,

A. Data should not be transferred offshore for software development, testing, storage,

support or any other purpose B. Customer data should not be transferred across system boundaries in an unencrypted

fashion

C. All data transmitted between Proposer and a customer or cloud partner should


always be transferred in an encrypted fashion, using either SSL, SSH, PGP, or TLS as appropriate for the channel.

D. Proposer should use a certified third-party security firm to test external network

vulnerability.

6.2 Application Overview

6.2.1 User Definition

The AMI software shall allow for role-based user access such that users have appropriate access to the system based on their role in the system. The system shall allow for an unlimited number of roles to be District defined. At a minimum, the software shall allow access to the following types of Users:

A. Utility Users:

• Utility Administrator User: District employee(s) who have administrative access to the Customer Portal application for the purposes of authority to setup Users and make system wide changes.

• Utility User: District employees or external personnel to access the Customer Portal application for normal operations.

B. Water Customer Users setup in Cayenta as Customers that are categorized as follows:

Row Labels Description Total Accounts RES Residential 73,038 MULTI Multi-Family Residential 3,788 BUS Business 3,443 IND Industrial 1,084 XLDS Other Landscaping (Municipal, Religious, etc.) 764 RELDS Residential Landscaping 626 OTHER Other 579 BULDS Business Landscaping 427 UNOCCUPIED Unoccupied 369 INLDS Industrial Landscaping 322 HYD Hydrant 175 RESRT Residential Rental 66 WIND Wells Industrial 47 WMUNI Wells Municipal 15 MEDIC Medical (24-hour water supply) 9 WAGRI Wells Agriculture 9 WJUSE Wells Joint-Use 1 (blank) Residential Grand Total 84,762

• Residential Water Customers: individuals’ residential customers and irrigation


customers typically with water meter sizes 3/4” to 1”. • Commercial/Industrial and Institutional Customers: commercial (stores, multi-

residential, warehouse), industrial (manufacturing) and institutional (schools, government, hospitals) typically larger sized (1.5” and greater) water service.

6.2.2 AMI Business Drivers and Data

Appendix D - AMI Business Drivers includes a table with a detailed description of all the AMI business drivers the District determined were important to achieve with an AMI solution. It is expected that the described AMI business driver functionalities be achievable as outcomes of the project. In an effort to maximize the value of the solution, the District also identified opportunities for future enhancements. The customer portal is expected to provide a platform that will facilitate and support a number of these defined business drivers

6.2.3 Site Design and Startup

6.2.3.1 Branding

The application shall be designed to have the same look and feel of the District web pages, using the same logos, colors, fonts, formats and styles of the District.

6.2.3.2 Type of Device Detection

The application shall be able to detect the type of device (desktop, mobile or tablet application) the User is using to access the site and dynamically change formats to optimize the browser size of the device (laptop, tablet, smart phone).

6.2.3.3 Initial data population

The MDM will import 36 months of billed consumption from the CIS initially and on a continual basis. The customer portal will import all consumption data from the MDM, displaying up to 36 months of consumption data for comparison.

6.2.3.4 Ongoing data population

The customer portal will import and display billed consumption from the MDM on an ongoing basis, until AMI data is available. Then the AMI consumption from the MDM will be displayed in addition to the historical billed consumption prior to the AMI conversion.

6.2.3.5 Viewable customer data

Customers will be able to view only consumption associated with the current customer.

6.2.4 Support and Training

The application should include support and training (on-site as required) for District personnel. The intent of the training would be a train the trainer approach. The Proposer shall include call in support for District personnel between the hours of 9:00 AM and 4:00 PM PST.

6.2.5 Standards

All interfaces shall use HTTPS to communicate between applications.


Where credit card information is being collected the Proposer shall conform to PCI DSS security standard.

The Proposers solution shall be ADA compliant.

6.2.6 Integration with District Systems

The Proposer shall be responsible for developing and coordinating the integration effort between the Proposed water-focused customer portal and the existing systems discussed below. The Proposer will work with the District’s personnel and their external system providers to build the required interfaces between the systems and the proposed application.

6.2.6.1 Cayenta

The Proposer will build any required the water-focused customer portal side of the interface between the proposed application and Cayenta. The solution should replace all functions currently carried out by Cayenta Customer Self Service system. The District will be responsible for any development associated with the Cayenta side of this interface.

6.2.6.2 Invoice Cloud

The Proposer will build any required interfaces between the proposed application and the District’s Invoice Cloud application. This interface shall be a real-time interface (i.e. API) for all Invoice Cloud activities. The Proposer shall be responsible for both sides of this interface and where require, engage Invoice Cloud to successfully develop and test all interfaces required to achieve the functionality requested.

6.2.6.3 District Selected AMI System

The Proposer will build any required interfaces between the Proposed application and the District’s selected AMI system and MDM. The Proposer application shall accept and display both consumption information and any flags and alerts the AMI system makes available.

6.3 Customer Facing Functionality

6.3.1 Single Sign-On

The application shall have the ability to work with Invoice Cloud’s existing single sign-on (SSO) capability. The Proposer solution should be able to register water customers and use Invoice Cloud to authenticate the customer sign in. The SSO shall conform with Invoice Cloud’s single sign-on workflow detailed below:

CloudSSOConnect is Invoice Cloud's implementation of Single Sign On (SSO). SSO allows partners and/or billers to use Invoice Cloud to authenticate customers who use the partner/biller’s system, creating a seamless experience for customers between partner/biller and Invoice Cloud systems. Implementing CloudSSOConnect with their Invoice Cloud integration follows the workflow described below:

1. Partner/Biller makes a web service call to an Invoice Cloud Webservice. This web method passes user specific credentials to Invoice Cloud.

2. Invoice Cloud authenticates the credentials and returns a session-specific value to serve as a pointer to the customer’s unique Invoice Cloud session.


3. When the partner/biller is ready to redirect the customer to Invoice Cloud, they redirect the customer using a pre-defined URL. The customer can then navigate within the Invoice Cloud Customer Portal as needed.

Invoice Cloud can accommodate other custom integrations, but these may require different workflow steps in addition to those described above.

The proposed application shall allow the Customer to request or reset their login and password (via email or text) information without the need for District interaction with customers.

6.3.2 Multiple Water Accounts

The application should allow a Customer to connect to all accounts they are responsible for such that a single user can manage multiple accounts, preferably with grouping functionality that allows consumption from more than one account to be combined in a single view, or view accounts grouped by site location, where a Customer has multiple accounts at a single location.

The application should allow the Customer responsible for the account to setup multiple Guest users that allow them to use the system without being the person of record (example tenants, property manager).

The registration process should allow the Customer to either be setup directly with the application or through a single sign-on. This process of Customer registration or recovery of username(s) and password(s) shall require no intervention by District staff.

6.3.2.1 Cayenta Supplied Information

The application should allow the Customer to view Cayenta supplied information like customer, water meter, premise, bill (display) and payment history.

Where appropriate, the user interface and bills shall be dynamic that allows additional information and automatic links to make Customer navigation as simple and intuitive as possible.

6.3.2.2 Customer Supplied Information

The application shall allow the Customer to enter some optional demographic information about their family unit (number of members), their property (number of bedrooms, water fixtures, lawn size, etc.) and contact information (phone, email, text/SMS, etc.) and preferred communication method. Changes to this information should send a notification via email or text/SMS that will confirm the changes are approved.

The application shall allow logged in customers to be able to update the email address associated with the account.

6.3.2.3 Customer Help

The application shall include a Customer help module that supports and trains Customers


through the various functionality. The help module should include both printable materials, help video, frequently asked question or live chat with two-way live messaging. Live chat may allow service requests to be completed when the live chat functionality is unavailable (after hours). Customer help may also include ways to trouble shoot high consumption alerts for both indoor and outdoor water use.

6.3.3 View and Pay Water Bills

The proposed solution should allow the Customer to view their water bill and payment history and provide the Customer with the option to download their water bill in PDF.

6.3.4 AMI Consumption Views and Reports

6.3.4.1 Consumption Views

The application should allow the Customer to define dates (start and end dates) and granularity (monthly, daily, hourly consumption). The consumption data should allow the Customer to view the data in both graphical and tabular forms.

The application shall allow the Customer to view at least thirty-six months of consumption data.

The consumption should be able to be displayed in the Customer preferred unit of measure (cubic feet, gallons, etc.).

6.3.4.2 Consumption Comparisons

The application shall allow a Customer to compare their consumption with grouped average consumption. The application will allow the District to define the grouped averages that will be available to the Customer, which may include meter size, zip code, customer type, meter type, area, lot size, number of people per household, if they have a pool or irrigation, etc. The consumption should also import or synchronize temperature and precipitation data to overlay onto the consumption graphs.

6.3.4.3 Customer Reports

The application should allow the customer to download both graphical and tabular consumption reports in PDF and .csv / excel. The report should allow the Customer to select the starting and ending ranges and the granularity (annual, monthly, weekly, daily, hourly).

6.3.4.4 Validating, Editing and Estimation (VEE)

It is anticipated the AMI MDM will be able to perform some form of VEE; the application should display the difference between actual and estimated consumption data.

6.3.5 Customer Alerts and Notifications

6.3.5.1 Types of Customer Alerts

The application should include a number of alerts and events the Customer can configure. These alerts and events may include unusual consumption including continuous leak


detection (with configurable minimum hourly thresholds), unusually high consumption (i.e. 3 times more than average daily consumption) over a configurable number of days, vacation alert when consumption occurs during a configurable vacation date range.

6.3.5.2 Types of Notifications

The application should allow the customer to select their preferred type of notifications (email, text/SMS, phone call).

6.3.5.3 Customer Communications

The application should allow the District to communicate messages, programs, news flashes, emergency notifications, and other water related alerts (e.g. flushing in the neighborhood) to Customers. These can be passively displayed within the application or pushed out as an alert using the Customer’s preferred type of notifications.

6.3.5.4 Budget Billing

The application should include the ability for the Customer to setup water budgets and send notifications if consumption is above a Customer configured amount.

6.3.6 Global Customer Notifications

The proposed solution should allow the District to contact all or a subset of customer to communicate different types of water related information (boil water warning, water restrictions, conservation tips, etc.). The contact method would be dependent on the Customer preference and confirmation they are willing to receive such notifications.

6.3.7 Customer Service Requests

The application shall allow the Customer to make service requests both before and after the Customer sign-on process. New service requests shall be allowed prior to Customer sign-on. After sign-on, a Customer must be able to make maintenance requests related to water questions, meter maintenance, move in/move out and general requests. The District should have the ability to deactivate this functionality which will remove these tabs from the Customer’s view.

6.4 Utility Facing Functionality

6.4.1 Data and Access

The District should be able to view Customer or groups of Customer data to provide support to Customers. The application should allow District users to configure the Customer experience within the Customer modules. The District should be allowed to adjust or delete Customer information as required.

6.4.2 Consumption Views and Reports

The application should allow the District to modify or restrict any consumption reporting settings available to the Customer.

The application should allow the Utility representative to view what the Customer is viewing.

6.4.3 Alerts and Notifications


The application should allow the District to create alerts and notifications and set parameters around what type of functionality is available to Customers. These parameters may be different based on the customer type or meter size. The District should be able to setup global alerts that can apply to all Customers or a subset of Customers. The District should be allowed to determine which alerts are mandatory and which would require the Customer to sign up to receive them.

6.4.4 Analytics

The application should include a reporting or dashboard that shows the number of users who signed onto the Customer portal, how often they re-log into the system, type of functionality used, etc. to allow the District to better understand Customer interactions with the application.

The application should include a reporting or dashboard that shows the number of users who signed onto the Customer portal, how often they relog into the system, type of functionality used, etc. to allow the District to better understand Customer interactions with the application.

The District shall be able to download key customer information in an acceptable format (csv, excel, etc.).

6.4.5 Messages and Communications

The application should allow the District to create and distribute different types of communications to Customers either through a passive (posted on all customers’ module) or actively sending messages via the Customer preferred notification method.

6.5 Implementation and Training

6.5.1 Project Management

The Proposer shall assign a Project Manager (PM) to oversee all aspects of the application setup and configuration for the duration of the project. The PM will coordinate activities between stakeholders (District, Cayenta support, Invoice Cloud, AMI Contractor, contract administrator). The Project Manager shall be available, as required, in person to attend meetings with the District. The Project Manager should respond to all phone or email communication within 8 hours. Where an issue is deemed an emergency, the Project Manager is expected to respond to phone calls or email within two hours. The Project Manager will hold regular progress meetings and provide updates on coordinating activities required from all parties. The Proposer shall provide a teleconference / internet meeting to facilitate remote attendance for key stakeholders.

6.5.2 Business Requirements Meetings

The Proposer shall facilitate business requirements meetings with the key District and AMI Contractor staff to ensure the various options and alternatives are being presented for discussion and decision. The agreed upon Statement of Work will guide the business requirement meetings.


These meeting will be held at the beginning of the Proposer engagement so configuration and integration development achieves the needs of the District.

The Proposer shall document the outcome of the business requirements meetings and submit them for District review and approval within two weeks of the completion of the meetings.

6.5.3 Project Phases and Timelines

The Customer Portal setup and configuration will begin once the Proof of Concept Phase has been completed and approved by the District. Initial User Acceptance testing of the Customer Portal will be conducted during the AMI Project’s Production Phase and will use consumption data from the approximately 3,000 water meters installed during POC.

The highest ranked Proposer and District will engage in a design session in the context of contract negotiation prior to the District recommending an award of the contract. The District wants to ensure there are no gaps in a Customer’s current functionality and that the AMI data is understood by District staff prior to rolling the Customer Portal out to all Customers.

6.5.4 User Acceptance Testing

6.5.4.1 Types of User Acceptance Testing

All components of the application shall be tested and approved using a two-step User Acceptance Test (UAT). The UATs shall be conducted by the District with Proposer personnel in support of the testing process. The Initial User Acceptance Test (IUAT) will be used as the integration testing. It shall validate the software and interfaces are setup correctly and there are no major deficiencies that will result in incorrect information being passed to the customer portal application. The Final User Acceptance Test (FUAT) shall be performed on live information being passed to the customer portal from the various systems. The use cases will focus on customer experience functionality using approximately 180 days of real AMI data. Once the FUAT has passed, it will allow the District to make the customer portal application available to their Customers.

6.5.4.2 General User Acceptance Test Requirements

The Proposer shall develop and submit a UAT plans for both IUAT and FUAT for the District’s review and approval. The UAT plan shall document use cases for each scenario that will need to be tested, including what the expected result should be. A use case shall be deemed as passed if the actual results match the expected result. The District will review the submitted UAT plans and add any use cases that are missing or require more detail. The District must approve the UAT test plan prior to beginning the UAT. The test will be performed in both the District’s test system and the Proposer’s QA system. Once the IUAT has passed all use cases and the District approves, the Proposer shall be


allowed to move the customer portal application to the District’s production system. Initial UAT shall be approved (and software accepted) once the use cases are re-tested in the production environment. The FUAT will allow the District to make the customer portal application available to their Customers. The Proposer shall submit the documented results of the UAT for the District’s review and approval. The District may accept the UAT and approve the Proposer to move forward, may reject the UAT and require the Proposer to redo all or a portion of the testing, or may provide the Proposer with a conditional approval that details what the Proposer must complete to move forward. The UAT shall be the guide for all future testing on the project.


6.5.4.3 User Acceptance Test Responsibilities

The District shall provide the following to support the UAT: A. The billing test system for testing purposes. B. The AMI MDM system for testing purposes. C. Invoice Cloud system for testing purposes. D. Program any District side interface that connects to the CIS system. E. Coordination between the Proposer and the AMI Contractor.

The Proposer shall be responsible for all other roles and responsibilities including but not limited to:

F. Plan and schedule all the actions required for the UAT through the UAT plan. G. Coordinate and communicate with the Proposer and District personnel about the

progress and results of the UAT. H. Document the UAT plan and proposed UAT use cases. I. Setup a test system that will allow for a fully functioning system to conduct the tests. J. Document the use cases, the expected results and the actual results from the UAT. K. Keep a running numbered list of all software defects including date detected, date

fixed, retest dates, causes, and resolution description. L. Be responsible for supporting the District in resolving any issues with the District side

interfaces.

6.5.4.4 User Acceptance Test Documentation

The Proposer shall submit a UAT plan that shall conform to the following:

A. The Proposer shall submit a UAT plan for District review 40 days before the UAT is to begin.

B. The UAT plan shall include tasks to prepare for the UAT, a list of the use cases to be performed and who will be responsible for testing and validating the results.

C. The sequence of tests to be performed and duration of those tests. D. Identification of any District resources and services required to support the testing.

The Contactor shall submit an IUAT Use Case document:

E. The Proposer shall submit an IUAT use case document for District review 20 days before the UAT is to begin.

F. The IUAT use case document shall include a unique reference number to each use case, description of the use case, expected results, designated person to perform the test, person who will validate the test, the test accounts, test meters, and test AMI communication numbers to be used for each test.

G. The Proposer or the District may add use cases that were not included in the UAT plan as District deems necessary.


The Contactor shall submit a FUAT use case document:

H. The Contactor shall submit the final FUAT use case document (with results) for District review within five (5) days following the completion of the FUAT. During the testing period the Proposer shall communicate the results of the use case tests on a weekly basis.

At a minimum the FUAT use case documentation shall include:

I. IUAT use case document. J. The final FUAT use case documentation shall include the final results of each use case

include any details relating to any revisions or retests that were performed. K. The final FUAT documentation shall list the results of the test and, where a use case

did not pass list the deficiency.

6.5.4.5 Use Case Results and Deficiencies

The District shall track the results of use case testing. The acceptable states of a use case are:

A. Not Started: where the use case test has not yet begun. B. In Progress: where the use case in has started but the results are not in. C. Passed: where the use case actual results match the expected result. D. Passed with Note: where the use case actual result may not match the expected

result, but it has been deemed acceptable by District. E. Failed: where the use case actual results do not match the expected result and the

Proposer is investigating. F. Not Applicable: where District has deemed the use case to no longer be required.

Where a use case has Failed, the Proposer shall resolve the fault using the resolution process detailed in this section. Use case failures shall not be a reason for a delay claim. It is expected the Proposer will work with District to ensure the results meet the expected results.

G. A minor fault is a use case that fails to produce the expected result or the functionality to achieve the result is labor intensive, but the fault does not impact a Customer’s ability to use the customer portal.

H. A major fault is a use case that fails to produce the expected result or the functionality to achieve the result is very labor intensive, requiring eight (8) or more hours of effort each month and it affects a Customer’s ability to use key functionality of the customer portal.

The Proposer shall resolve a minor fault in the following manner:

I. The Proposer shall develop and test a resolution to a minor fault within 10 days of identifying the fault.

J. If the proposed resolution still fails, the Proposer shall develop and test a second resolution within 10 days of the second failure.

K. If the use case fails a third time, the District may consider this a major fault. L. A minor fault shall allow the UAT to continue moving forward. M. The Proposer may request additional time to resolve a minor fault; the District shall

review and may approve any such a request if they determine it will not have a major impact on the project as a whole.


The Proposer shall resolve a major fault in the following manner:

N. The Proposer shall develop and test a resolution to major faults within 5 days of identifying the fault.

O. If the proposed resolution still fails, the Proposer shall develop and test a second resolution within 5 days of the second failure.

P. If the use case fails a third time, the District may stop the UAT until the fault can be resolved and may request the entire UAT be redone once the fault has been resolved.

Q. A major fault shall not allow the UAT to continue moving forward. R. The Proposer may request additional time to resolve a major fault, the District shall

review and may approve any such request and may put work restrictions on the Proposer up to and including a full stop on part of all of the project tasks.

6.5.4.6 Specific User Acceptance Test Requirements

The Proposer shall provide a list of recommended use cases to the District for review. The District will review, revise and add use cases they deem as important.

6.5.5 Training

The Proposer shall provide on-site training to the District’s billing and customer service personnel (approximately 20 personnel) and provide additional intensive training to three District designated Train the Trainers. This intensive training will include a test to ensure the training has been retained and the designated personnel are proficient to train future District personnel on how to operate the customer portal. All training will be provided by an expert who has extensive knowledge of the Customer portal. Training will take place between the hours of 9:00AM to 12:00PM and/or 1:00PM to 4:00PM with a 15-minute break for each three-hour session. The Proposer shall supply any training materials that will be required to provide the training. The District will provide training rooms that include chairs, tables, computers and access to the application required for the training. The training will have a maximum class size of six (6) people with no more than 2 people from each department participating. It is expected the same training will be required at least four different occurrences to ensure there are no staffing issues to cover the regular department functions. The Proposer shall provide a detailed training agenda at least 15 days prior to the training occurring. The Proposer shall provide full color manual to each person attend the training sessions as well as digital copy of the manuals on thumb drive. The District reserves the right to videotape the training for future use.


7.0 ADDITIONAL REQUIREMENTS

7.1 California Consumer Privacy Act

The Proposer will ensure all software, systems, products, and installation processes comply with California Consumer Privacy Act (CCPA).

7.2 Information Protection and Personal Privacy

The Proposer shall protect and maintain strict confidentiality for all personal information it manages including but not limited to the names, account numbers, addresses and phone numbers (if applicable) of customers and consumption information.

The Proposer shall only use personal information for the purpose of the defined work. Any list that contains personal information for the purpose of performing the work or otherwise shall be kept secure and destroyed after use.

8.0 COMPENSATION

The selected Proposer will be compensated for services based on a combination of milestones, time and materials, and a subscription basis. Progress payments will be based on individual hours billed to individual tasks plus allowable expenses. Compensation for sub-consultants and/or contractors will be limited to the same restrictions imposed upon the selected Proposer.

During implementation of the water-focused customer portal, the selected Proposer shall invoice ACWD for its services by task on a monthly progress payment basis with the actual resources utilized per task. SaaS or support and maintenance services progress payments will be made on an annual basis at the beginning of the service period.

The Proposer shall complete the Cost Proposal table that is broken into three sections: 1) Implementation Services Costs, 2) Software-as-a-Service (SaaS) Costs, and 3) Total Solution Cost. The Implementation Service will be delivered with a not-to-exceed cost ceiling. The SaaS costs should assume

1) Implementation Services – implementation services shall include all planning, business requirements, integration development, testing and overall coordination activities.

a. Cost by Task / Subtask

The Task/Subtask cost shall consist of a breakdown of each work task/subtask that includes an estimate of total person-hours for each project team member and/or sub-contractor, and associated unit costs, as appropriate (e.g. hourly charges for personnel).

b. Cost – Total Implementation Cost The lump sum sub-total for all non-optional tasks (i.e. Total Project Cost) shall be

tabulated. Additionally, the grand-total for all the entire scope of work shall be tabulated.

c. Hourly Rate Schedule:


The selected Proposer shall submit a schedule of charges with the cost estimate. Hourly base rates for personnel, equipment, and sub-consultants shall be all inclusive of overhead for staff overtime, per diems, mobilization of personnel and equipment, test equipment, health and safety equipment, design equipment, office services and equipment, transportation costs, report preparation, permitting meetings, administrative charges, and other miscellaneous expenses, as they apply to the project.

d. Milestone Payments: The Implementation Service costs shall include proposed milestones that is between

25% to 50% of the total Implementation Services cost. ACWD reserves the right to adjust the definition, percentage or number of milestones proposed during contract negotiations.

e. Disbursements: The Proposer shall include a total upset limit for travel, on-site meals, lodging, vehicle

expenses. All costs will be reimbursed on an actual cost basis.

2) Software-as-a-Service (SaaS) Subscription Fees – SaaS costs shall include all fees related to hosting and serving the application, maintenance of interfaces, application patches, upgrades, and on-going support services and training.

a. Subscription fees: Following the expiration of the one (1) year application development Warranty Period SaaS subscription fees shall be invoiced annually and will be based on the total active meters at the end of the completed year. Any new water system connections added to ACWD service area will be invoiced on this schedule.

b. Annual Adjustments: The Proposers fee schedule, per meter, for years one (1) through ten (10) of the SaaS service shall be firm and include all necessary annual adjustments.

c. Contract term: The District intends to award the contract with a three (3) year base SaaS term, with the option to extend for two (2) additional years.

3) Total Solution Cost – is the total cost of Implementation Services plus ten years of SaaS fees for 85,000 meters.

a. Subscription Increases: The Proposer shall hold per meter subscription fees for a period of three years and then may propose an annual percentage fee increase for years 4 to 10.

b. Total Solution Cost: The Proposer shall fill out the following table based on the proposed Implementation Services Cost and SaaS Fees.


Description Cost

Implementation Services Costs $

SaaS Subscription Fee Year 1

$


$


$


$


$


$


$


$


$


$

Ten Year Total Solution Cost $


9.0 PROPOSAL ELEMENTS

9.1 Instructions

These instructions prescribe the mandatory proposal format and the approach for the development and presentation of proposals. The Proposer shall carefully examine the RFP and be satisfied as to the conditions to be complied with, prior to the Proposer submitting a proposal. The District may reject, at its sole discretion, any Proposal submissions that deviate from these instructions.

Proposals shall be prepared simply and economically, providing a straightforward and concise description of how the proposal has satisfied all the requirements of this RFP. Proposals shall incorporate all proposal elements identified in the RFP, including all required forms provided in the appendix of the RFP Documents. All blank spaces on all forms shall be properly filled in; and any interlineations, alterations or erasures shall be fully explained and initialed by the Proposer. Proposals shall be properly executed. Partial or incomplete Proposals will not be considered. Proposals shall be in strict conformity with the RFP Documents and any addenda thereto. Emphasis shall be on completeness and clarity of content with sufficient detail to allow for accurate evaluation and comparative analysis. Excessive or irrelevant materials will not be favorably received.

It is the Proposer’s responsibility to ensure that its Proposal is submitted in a manner that enables the District’s Evaluation Team to easily locate all response descriptions and exhibits for each requirement of this RFP. Page numbers should be located in the same page position throughout the proposal. Figures, tables, charts, etc., should be assigned index numbers and should be referenced by these numbers in the proposal text and in the proposal Table of Contents.

Proposal terms and pricing shall be firm for one hundred and eighty (180) calendar days from RFP Closing date specified.

The following information must be included on each page of the proposal:

• Proposal for Water Focused Customer Portal

• Job No. 10062

• October 2019

• Unique page number


9.2 Proposal Structure

The Proposer must structure their proposal as a response to the instructions and questions detailed below. Proposals shall be no more than 50 pages, not including the table of content, resumes, forms and any proposal appendices. The font should be no smaller than 11 pt. The proposal shall contain the following Sections:

Proposals shall be organized in the following manner to help facilitate evaluation. Proposers are requested to format proposals with 12 sections in a question and answer format. At a minimum, each section of the proposal should include responses to the questions outlined below.

Evaluation of each proposal will be based on the responses provided within the body of the proposal itself. Supporting documents such as resumes, product literature/specifications, warranty statements, project schedule, etc. may be included in an appendix and will also be considered when evaluating question responses. Solely providing product brochures and/or websites will not be considered as an appropriate response to these questions.

Proposals should indicate compliance with the outlined specifications and addendums. Where exceptions to the specifications are proposed, the Proposer must clearly state what exceptions are being made, the reason for the exception, and the proposed Alternative Solution. The District may disqualify the Proposal from further evaluation depending on the nature of the exception. To avoid this circumstance, Proposers should provide any proposed exceptions in writing to the District prior to the deadline for questions.

Section 1: Submittal Forms

Complete Appendix A – Technical Proposal Submittal Form

Complete Appendix B – Cost Proposal Submittal Form

Section 2: Letter of Introduction

This introduction letter is intended to be a brief overview (should be a maximum of 3 pages).

1. Proposers must provide a brief profile of the company submitting the proposal. List the length of time in business, the principals involved in the submission.

2. Provide a primary contact including name, title, address, phone number and email.

3. The Proposer must identify those persons who are authorized to negotiate on their behalf with the District.

4. Provide the name and version of the proposed water-focused Customer Portal.

5. Proponents shall disclose any sub-contractors that they propose to employ in the performance of this contract. Sub- contractors may not be changed after award of the Contract without written permission from the District.


6. Proponents are required to state any perceived or actual conflicts of interest that they might have with the District or their staff.

Section 3: Solution Overview

Based on the available existing information, the proposal shall clearly communicate the Proposer’s proposed approach to accomplishing the Work. The Proposer should communicate their understanding of the Project through a discussion of the project requirements.

7. Provide an overview of the proposed water-focused customer portal solution considering the requirements outlined in Section 6.

8. Describe if your solution is based on a SaaS and/or on-premise model and include relevant details to help the District evaluate the benefits of your proposed approach.

a. Is the solution hosted (single tenant) or SaaS(multi-tenant)?

b. Provide a description of the solution disaster recovery plans.

c. Describe the platform application security and architecture.

9. Summarize the value proposition of the proposed solution and what differentiates your solution.

Section 4: Application Overview

10. Provide a description of the different types of users who will access the application.

11. Achieving the AMI business drivers is critical to benchmarking the success of the AMI deployment and the customer portal. Detail how your proposed solution can help the District achieve their Customer Portal Goals as outlined in section 4 of this RFP. Provide case study examples where possible.

12. Provide details on the Proposer’s ability to satisfy site design requirements outlined in Section 6.2.3. Can the District Users adjust the site design, or does this need to be performed by the Proposer (i.e. after go-live)?

13. Confirm the proposed solution meets all the required standards discussed in Section 6.2.5.

14. Provide a proposed system architecture diagram that includes the proposed application, other systems (Cayenta, AMI System, Invoice Cloud, etc.) and the various interfaces that will be required. For each interface indicate the direction and type of interface proposed.

15. Provide a list of utilities who utilize Cayenta and/or Invoice Cloud and have had the proposed application successfully interfaced.

16. Confirm the solution can eliminate Cayenta’s Customer Self Service module and suppress the Invoice Cloud functionality through the use of API(s) or other approved method.

17. On average, how many major versions of the software are released each year? Provide a list of the updates that have occurred in the last three years.

18. Provide a future development roadmap for the proposed solution.

19. Is GIS integration on the development roadmap?


20. Describe the benefits of GIS integration.

21. Can the District use SQL reporting services to support District developed queries to extract data?

22. Describe the technical details of the self-service “forgot your password” process, considering the required SSO integration with Invoice Cloud.

Section 5: Customer Facing Functionality

23. Provide a storyboard of the Customer Experience using the proposed application. Include screenshots and a description of the different functionalities.

24. Provide details of the application’s single sign-on capabilities and how they satisfy the District’s requirements.

25. How can water customers access the proposed solution (desktop, mobile/tablet, IOS/Android applications)?

26. Outline the application’s capabilities with respect to the defined requirements for registration and basic information as outlined in Section 6.3.

27. Describe how a single customer user can link numerous accounts into the single login event.

28. Provide an overview of your consumption view and reporting capabilities. Describe your capabilities to meet and/or exceed the described requirements in Section 5.3.2. Provide sample reports or screenshots examples.

a. Is there a way to overlay weather data over consumption?

b. Does the application have vacation alerts that allow the customer to get notified of consumption occurring while on vacation?

c. Can the customer compare their consumption for a specific period of time to other periods, or similar customer average for the same period?

d. Will AMI Usage Alerts / Alarms be displayed in the Customer Portal?

29. Describe your application’s ability to provide customer alerts and notifications (refer to Section 6.3). Provide case study samples. Describe any lessons learned or best practices for maximizing the effectiveness of these features.

30. Explain how your application handles customer service requests and outline your ability to satisfy or exceed the requirements in Section 6.3.

a. What type of service requests/complaints can a customer perform (e.g. move-in / move-out)?

b. Is there a way for the customer (not logged in) to request new services?

Section 6: Utility Facing Functionality

31. Provide a storyboard of the Utility Facing Experience using the proposed application. Include screenshots and a description of the different functionalities.

32. Outline the application’s capabilities to restrict certain functionality based on the different types of customers.


33. Confirm if the Utility User can also view what the customer is viewing as a means to help support the customer during a call?

34. Does the solution support an audit trial (what was changed by who and when)?

35. Describe your applications ability to provide global alerts / notifications to all customers or a subset of customers (i.e. residential, commercial, irrigation, etc.).

36. Provide details on your application’s analytics capabilities and the available reports to allow the District to understand customer’s behavior on the portal.

37. The application should allow the District to create and distribute different types of communications to customers either through a passive (posted on all customers’ module) or actively sending messages (on-line chat) via the customer’s preferred notification method. Describe how/if your solution can support these requirements.

38. The portal should have the backend ability to take the MDMS data and apply algorithms to identify patterns of excessive use such as over-irrigation, leaking / running toilets, other high use patterns, then alert the customer and present or call out anomalies in use on the consumption display or other display in the portal when they sign in.

39. The Utility should have the ability to run reports against the high use patterns described in the prior question.

40. The portal should have an area for messages / conservation recommendations. Describe this function, if available.

41. The recommendations for program and water savings should display based on use patterns (anomalies, high use during certain times of day, potential leaks). Describe this function, if available.

42. The portal should have the ability to communicate leaks, over-irrigation, high consumption to customers via a variety of communication methods, most importantly text and email.

Section 7: Implementation and Training

43. Provide an organization chart for the proposed Project team. The organization chart shall clearly identify the Project Manager who will be the District’s main point of contact. Provide a brief description of the key personnel and their corresponding responsibilities.

44. Provide a project plan with key milestones and major tasks to successfully complete the work described in the RFP. At a minimum, the project schedule shall be presented as a Gantt chart and shall detail the time requirements for each of the major tasks. Where appropriate, each work task and/or subtask shall be broken down into subgroups and included in the schedule. Responsibilities associated with the District should also be defined.

45. Describe the proposed approach to achieving the requirements for User Acceptance Testing as outlined in Section 6.5.4. Provide case study examples where similar practices were applied and describe the results.

46. Effective and relevant training is highly valued by the District. Detail the training that will be conducted (who will be required, when and where it will be conducted, how long it will be, what materials will be handed out) in order to prepare the District to use the application as well as prepare the “Train the Trainers”.

47. The Proposer shall discuss their strategies to be on time and within budget.


48. Provide a sample (as an appendix – not included in page count) Statement of Work that would be the starting point of negotiation. Where the Statement of Work will be developed after award, provide a description of the proposed process for documenting the statement of work.

Section 8: Experience and References

49. It is highly desirable that the Proposer have a minimum of 5 years of industry experience. Describe the Proposer’s history in providing the proposed solution. Provide a statement of experience with a brief listing of company experience focusing on work of similar scope.

50. Proposer is requested to provide at least three references for water utility customers where similar programs have been implemented using the proposed application. References must include Utility, program manager name, title, and contact information as well as the specific project dates, number of water meters under management, short description of program, time to launch (contract signing to start of program) and results.

51. Identify the Project Manager and lead technical person (or persons) and provide a short narrative of their prior project experience that may have value to successfully completing the work described in the RFP, including experience on similar assignments.

52. Proposer’s key project team staff shall be competent at executing the various elements of work described in this RFP. Resumes for key staff including the Project Manager shall be included in an appendix to the proposal (including name, role, location, education, tenure, qualifications and experience with similar projects).

Section 9: Value-Added Solutions

The District encourages Proposers to provide innovative solutions to complete all aspects of the project. Proponents may provide value-added items at their discretion. Such offerings will be reviewed and finalized once the preferred Proposer has been selected. Proponents should provide the technical merits of value-added solutions in their proposal to allow for consideration and evaluation. Any financial impacts related to value-added solutions shall also be discussed.

Section 10: Cost Proposal

Include Proposer’s Cost Proposal (as required in Section 8, Compensation as outlined in this RFP).

Section 11: Exceptions to the Sample Agreement / Software-as-a-Service (SaaS) Requirements

Exceptions to the District's Sample Agreement / Software-as-a-Service (SaaS) Requirements (Appendix C) shall be identified and included in the proposal. Noted exceptions will be considered in the evaluation process.

Listed Exceptions to Section 6, Scope of Work and Submission Requirements as outlined in this RFP).

Section 12: Resumes of Key Proposed Staff

Include resumes as requested.

Section 13: Appendices (Optional)

Include tables, diagrams, figures, exhibits and/or maps.

10.0 PROPOSER’S QUESTIONS


Proposer’s questions shall be directed to:

Contact: Benjamin Egger, Project Engineer Address: 43885 South Grimmer Boulevard, Fremont, California, 94538 E-mail: [email protected] Phone: (510) 668-4482

All Proposer’s questions relative to the RFP Documents shall be submitted via e-mail by 5 p.m., Pacific Standard Time (PST), October 23, 2019. Should the answer to a Proposer’s question require a modification to the RFP Documents, such modification will be made by issuing addenda as specified in Part 11.0 DISTRICT’S MODIFICATION OF RFP DOCUMENTS. Responses to questions not requiring modifications to the RFP Documents will be posted to the District website (www.acwd.org) and sent to all Proposers registered on the RFP Holders List.

11.0 DISTRICT’S MODIFICATION OF RFP DOCUMENTS

The District expressly reserves the right to modify any provision or part of the RFP at any time. Receipt and evaluation of proposals does not obligate the District to award a contract. Any change to this document shall be made by written addendum by the District. Only changes provided via by addendum will be binding on the District. Addenda will be posted on the District’s website site under “Current Consultant & Services Opportunities” (www.acwd.org). Any addenda issued shall be considered part of this RFP. Any proposal may be withdrawn at any time before the proposal deadline date and time specified in Section 13.0 – Submission of Proposals, by providing written request for the withdrawal of the proposal to Ed Stevenson, Engineering & Technology Services Manager. The request shall be executed by a duly authorized representative of the Proposer’s company. 12.0 WITHDRAWAL OF REQUEST FOR PROPOSALS

A Proposer may, without prejudice to itself, withdraw its Proposal by written request, provided that the request is received by the District at the place where the Proposals are to be submitted prior to the specified closing time. The request shall be executed by a duly authorized representative of the Proposer’s firm. No Proposal may be withdrawn after the time specified for closing of Proposal. The Proposer withdrawing its Proposal may submit another Proposal prior to the closing time specified.

13.0 SUBMISSION OF PROPOSALS Ten (10) paper copies and three (3) USB memory stick copies of the proposal, provided in PDF format, shall be submitted in a sealed envelope marked: “Water Focused Customer Portal, Proposal Submission, ACWD Job 10062”.

The proposal shall bear the name and address of the Proposer and be delivered to:

Contact: Ed Stevenson Address: 43885 South Grimmer Boulevard, Fremont, California, 94538 Phone: (510) 668-4482

www.acwd.org


The proposal may be delivered in person to the District (receptionist at the front desk) or by the use of a courier service or mail. Proposers mailing proposals should allow appropriate mail delivery time to ensure timely receipt of their proposals and assume the risk of late delivery. It is the responsibility solely of the Proposer that its Proposal is submitted in proper form and prior to the stated closing time.

Proposals received after 2:00 p.m., PST, October 31, 2019, will be returned to the Proposer unopened.

Material submitted by the Proposer shall become the property of the District unless otherwise specified. All proposals may be reviewed and evaluated by any person at the discretion of the District.

14.0 EVALUATION OF PROPOSALS

14.1 Instructions

Complete, responsive Proposals received will be evaluated by the District’s Evaluation Team. During the evaluation process, the District has the right to request any clarification or change it needs to better understand the proposal, to negotiate with any individual(s) or qualified firm(s), to request revised proposals, to visit the Proposer(s)' site(s), to interview or not, if it is in the best interest of the District to do so. Any changes to the proposal of the selected Proposer will be made before executing the contract and will become part of the contract.

The District also reserves the right to waive any non-material irregularities in any proposal. If a contract is awarded, it will be awarded to the highest ranked Proposer determined to have the best value solution that meets the District's needs in accordance with the Proposal Evaluation process. All Proposers will be notified of the result of the selection process.

Selection will be made on the basis of the District’s judgment as to which proposal best serves the District’s interest.

14.2 Evaluation Process

All accepted proposals will be reviewed by the District’s evaluation team. Any proposals received after the due date or proposals that have not met the minimum requirements as set out in Appendix A or are otherwise non-responsive will not be evaluated.

The evaluation team will take the following steps when evaluating the proposals. The District may deviate from this process when it deems it is in its best interest to do so.

A. The evaluation team members will review the submitted proposals. B. The evaluation team will review the proposals and document any questions for the

Proposers.

C. The evaluation team will hold an evaluation meeting with its team members to review and discuss the responses. The consensus score will be summed to determine the Technical Score.

D. The evaluation team will firm up an on-site demonstration/ interview schedule with

compliant Proposers who achieve the minimum benchmark, described below, for the technical score.


E. Proposers will attend an on-site demonstration and interview. It is expected that the proposed Project Manager be on-site during this presentation. Following the demonstrations, the evaluation team will review and discuss the demonstration and interview responses. The consensus score will be summed to determine the on-site demonstration and interview score.

F. Following the on-site demonstration and interview, the District will review the Total Cost

Solution for all Proposers. See 12.3 Evaluation Criteria for reference.

G. The evaluation team will submit its recommendation for contract award, if any, to the Board of Directors. If a contract is awarded, it will be awarded to the responsible Proposer submitting the proposal with the best value solution based on the evaluation criteria set forth below and provided that the Proposal complies with the specified requirements; is reasonable; and is in the best interest of the District to accept.

14.3 Evaluation Criteria

Each Proposal will be evaluated on the basis of its technical and financial merits. All Proposals will be reviewed to determine compliance. The District requires an innovative and cost-effective solution and will judge each proposal using the evaluation criteria detailed below as a guide. The technical evaluation will be evaluated based on the categories and weighting detailed below. There will be a total of 2,000 available points in the evaluation:

• Technical Points (1,000), • On-site Demonstration and Interview Points (600), and • Cost Proposal Points (400).


Category Description Sub-Categories Technical 1. Letter of Introduction N/A

2. Solution Overview

Overview and requirements

100 Benefits of proposed approach Value proposition

3. Application Overview

User requirements

200 AMI Business Drivers Site design requirements Integrations Single sign-on

4. Customer Facing Functionality

Registration and Basic Information

200 Consumption view and reporting Customer alerts and notifications Customer Service Requests

5. Utility Facing Functionality

Data access

150 Consumption view and reporting Alerts and notifications Analytics Messages and communication

6. Implementation and Training

Project team

150 Project plan and timelines User acceptance testing Training

7. Experience Industry experience

150 Project Manager Experience Resumes

8. Value-Added

50

Technical Points Any proposals where the evaluation does not receive the minimum benchmark of 600 of the available 1,000 Technical points will not be short-listed for an on-site demonstration and interview and will not have their Cost Proposal submission reviewed.

1,000

On-Site Demonstration and Interview Points 600

TOTAL TECHNICAL SCORE Technical Points + Demonstration and Interview Points (score out of 1,600)

1,600


The team will score the responses to the questions posed in Section 8 using the following scoring descriptions.

Evaluator Scoring

0 Did not respond to question(s)

2 Some expectations were met

5 Most expectations were met

7 All expectations were met

10 Exceeded expectations

14.4 On-site Demonstration and Interview

All Proposers who meet the minimum benchmark for the Technical Points will be requested to provide an on-site demonstration and interview. The demonstration/interview will take place at a District facility. Estimated time for the presentation will be 90 minutes long with the last 30 minutes being for the evaluation team to ask questions. The District will schedule a time once the list of Proposers is known. The demonstration/interview will provide an overview of the solution and demonstrate in a live test system certain aspect of the application based on a District predefined script. A detailed agenda and a list of questions will be provided prior to the meeting.

14.5 Financial Evaluation

The Total Cost Score will be based on 400 available points based on the following formula:

Total Cost Score = 400 * (Lowest Total Solution Cost / Proposer’s Total Solution Cost)

14.6 Total Evaluation

The Total Evaluation Score will be calculated as follows:

Total Technical Score + Total Cost Score = Total Evaluation Score

District staff will present the highest ranked proposer (the proposer with the highest Total Evaluation Score) to the board for approval. Negotiations will take place with this highest ranked proposer.

14.7 Statement of Work

The District will negotiate the final Statement of Work with the Preferred Proposer.


15.0 PROPOSER SELECTION SCHEDULE (SUBJECT TO CHANGE) The District’s selection schedule is listed below. Proposers shall ensure the availability of resources, as necessary, and facilitate work to meet all District imposed deadlines set forth herein.

Proposer Selection Schedule (Subject to Change)

Release Request for Proposals October 7, 2019

Preproposal Conference 10:00 a.m. PST October 16, 2019

Deadline for Questions & Clarifications from Proposers 5:00 p.m. PST, October 23, 2019

Proposals Closing Date 2:00 p.m. PST, October 31, 2019

On-site Demonstrations / Interviews December 9 - 13, 2019

Statement of Work Negotiation January 6 to 24, 2020

Recommendation of Award to the Board February 13, 2020

Anticipated Notice of Award February 14, 2020

16.0 CONFIDENTIALITY All responses to this RFP become property of ACWD and will be kept confidential until a recommendation for award of a contract has been announced. Thereafter, submittals are subject to public inspection and disclosure under the California Public Records Act (Cal. Govt. Code Sections 6250 et seq.). Therefore, unless the information is exempt from disclosure by law, the content of any proposal, request for explanation, exception, or substitution, response to these specifications, protest, or any other written communication between ACWD and any Proposer regarding the procurement, shall be available to the public. Proprietary information should be clearly identified so that it may be kept confidential. All other parts of the proposal are public records after the recommendation for award of a contract has been announced.

17.0 JOINT PROPOSALS Proposals submitted by a joint venture will be considered only if:

• The Proposers have obtained or will have obtained at the time of award of the Contract a contractor’s license for the joint venture from the California Contractor’s State License Board, and;

• The Proposers have filed with the District before the stated closing time an affidavit of joint venture on the District’s form which is available from the District upon request.


18.0 INSURANCE The Proposer shall obtain and maintain in full force and effect at all times during the prosecution of the Work and until the final completion and acceptance thereof the following insurance coverages with the limits as specified. Such insurance shall be maintained without interruption and at Proposer’s sole expense. Each insurance carrier must have an A.M. Best’s rating of “A-VII” or better and be a California-admitted carrier or a carrier authorized to do business in California.

Proposer shall contractually require that each of its subcontractors and anyone else for whose acts any of them and/or the District may be liable secures and maintains without interruption the same insurance described herein.

A. Commercial General Liability Insurance

The Contractor shall obtain and maintain commercial general liability insurance that shall protect the District, its directors, officers, employees, agents, and volunteers from claims which may arise in connection with operations related to this Contract, whether such operations are by Contractor, by any subcontractor or consultant, or by anyone directly or indirectly employed by Contractor, a subcontractor, or a consultant. Such insurance shall cover all operations by or on behalf of District for liability for:

• bodily injury (including but not limited to sickness, disease, and death);

• broad form property damage (including but not limited to physical injury to tangible property and resulting loss of use of that property and loss of use of tangible property that is not physically injured, and extending to property under the care, custody, and/or control of an insured); and

• personal and advertising injury (including but not limited to false arrest, false detention, false imprisonment, malicious prosecution, defamation, slander, and libel);

for the limits of liability indicated below. Coverage shall be primary and non-contributory and written on an occurrence basis, and this insurance shall also include coverage for the following:

• premises – operations;

• independent contractors;

• products completed operations hazards;

• duty to defend all insureds;

• deletion of any limitation on coverage for bodily injury or property damage arising out of subsidence or soil or earth movement;

• XCU – explosion, collapse, underground damage; and

• blanket contractual liability – provision or endorsement shall state that the insurance, subject to all of its other terms and conditions, applies to the liability assumed by Contractor under this Contract, including without limitation insurable liabilities set forth in the indemnity sections of this Contract.


Except with respect to bodily injury and property damage included within the products-completed operations hazards, the aggregate limits where applicable, shall apply separately to Contractor's work under this Contract.

This liability insurance shall be in amounts not less than the following limits:

• each occurrence limit - $2,000,000;

• general aggregate limit (other than products-completed operations) - $4,000,000;

• products-completed operations aggregate limit - $2,000,000; and

• personal and advertising injury limit - $1,000,000.

If the policy does not provide, whether by endorsement or otherwise, that the aggregate limits apply separately to this Project or if defense costs are included in the aggregate limits, then the required aggregate limits shall be $2,000,000. Permission is granted for deductible which shall not exceed $25,000 without approval of the District. The Contractor shall be responsible for paying any and all deductible costs.

B. Automobile Liability Insurance - Comprehensive Form

The Contractor shall obtain and maintain automobile liability insurance (covering bodily injury and property damage liability) including coverage for all owned, hired, rented, leased and non-owned automobiles. The limits of liability shall be not less than:

• combined single limit for each accident/occurrence - $2,000,000; and

• combined single limit for each accident/occurrence for projects on public roadways - $5,000,000.

C. Umbrella/Excess Liability Insurance

Contractor may use an umbrella or excess policy to meet the above commercial general liability insurance limits requirements, but any such umbrella/excess policy must be issued by a California-admitted carrier or a carrier authorized to do business in California with an A.M. Best’s Rating of “A-VII” or better.

D. Worker’s Compensation and Employers’ Liability Insurance

The Contractor shall obtain and maintain workers compensation and employers’ liability insurance for all its employees on the Project in strict compliance with applicable law and with the following limits:

• worker’s compensation – statutory; and

• employers’ liability – $1,000,000 each accident for bodily injury by accident;

- $1,000,000 each employee for bodily injury by disease; and

- $1,000,000 policy limit for bodily injury by disease.


Such insurance shall include endorsements from the insurer agreeing to waive all rights of subrogation against the District, its directors, officers, employees, agents, and volunteers which might arise by reason of any payment under such policies.

E. Professional Liability Insurance

CONTRACTOR also shall maintain Professional Liability Insurance covering CONTRACTOR’s performance under this Agreement with a limit of liability of One Million Dollars ($1,000,000) for any one claim.

F. Network Security and Privacy Liability

Network Security and Privacy Liability insurance for the duration of this agreement providing coverage for, but not limited to, Technology and Internet Errors & Omissions, Security and Privacy Liability, and Electronic Media Liability. Insurance will cover claims that arise from the disclosure of private information from files but not limited to: 1) the errors or omissions of the Proposer, its employees or Sub-contractors and 2) penetration of the Proposer’s electronic data network, “firewall” or other security devices by hackers or others. The insurance policy should provide minimum coverage in the amount of $1,000,000 per occurrence and $2,000,000 annual aggregate. If written on a Claims-Made basis, the policy must provide an extended reporting period and have a retroactive date that on or before the date of this Contract or the date Proposer commences work, whichever is earlier.

Within fifteen (15) days after receipt of the District’s Notice of Award, the Proposer shall deliver to the District certificates of insurance evidencing issuance of all insurance identified herein, copies of the policy declaration or information page(s), additional insured endorsements, and waiver of subrogation endorsements. The certificate(s) and endorsements for each insurance policy are to be signed by a person authorized by that insurer to bind coverage on its behalf. The endorsements are to be on endorsement forms acceptable to the District. The certificate(s), policy declaration or information page(s), and endorsements are to be received and approved by the District before the Work commences. Proposer shall also provide certificate(s) evidencing renewals of all insurance required herein, at least thirty (30) days prior to the expiration date of any such insurance.

Acceptance of the certificates shall not relieve the Proposer of any of the insurance requirements, nor decrease the liability of the Proposer.

District may request a copy of any insurance policy required herein at its sole discretion and, upon receipt of such a request, Proposer shall provide the District with such insurance policy within ten (10) days of receiving such request.

19.0 DATA AVAILABLE FROM ACWD The following data from ACWD is included in this RFP:

• Appendix A – Technical Proposal Submittal Form • Appendix B – Cost Proposal Submittal Form • Appendix C – Sample Agreement / Software-as-a-Service (SaaS) Requirements • Appendix D – AMI Business Drivers (bound herein) • Appendix E – Current Invoice Cloud and CSS System Architecture Diagram • Appendix F – Diagram of the Anticipated Interfaces with the Selected AMI System


Appendix A – Technical Proposal Submittal Form Request for Proposal Job 10062 CLOSING DEADLINE: 2:00 P.M. (local time) on October 31, 2019 Project Description: Water-Focused Customer Portal in Support of the Advanced Metering

Infrastructure (AMI) Project For: Alameda County Water District Submitted By: ___________________________________ (Company Name) ___________________________________ (Contact Name)

I/WE, THE UNDERSIGNED, HEREBY SUBMIT THIS PROPOSAL FOR THE PROVISION OF THE GOODS AND/OR SERVICES AS DESCRIBED WITHIN THE REQUEST FOR PROPOSAL DOCUMENT FOR THE ABOVE-NAMED PROJECT.

I/WE HAVE CAREFULLY EXAMINED THE DOCUMENTS AND HAVE A CLEAR AND COMPREHENSIVE KNOWLEDGE OF THE REQUIREMENTS AND HAVE SUBMITTED ALL RELEVANT DATA. I/WE AGREE, IF SELECTED, TO PROVIDE THOSE GOODS AND/OR SERVICES TO THE DISTRICT IN ACCORDANCE WITH THE TERMS, CONDITIONS AND SPECIFICATIONS CONTAINED IN THE PROPOSAL DOCUMENT AND OUR SUBMISSION.

PROPOSAL SUBMISSION

Proposal submission shall be irrevocable and open for acceptance for the Bid Acceptance Period, a period of 180 days following the date of the closing.

The Proposer submits that they have thoroughly reviewed this document together with the following Addenda and hereby accepts and agrees to all provisions and conditions stated herein and has included fully for all requirements in the Pricing:

Addendum No. _________ Dated: ________________________





LIST OF SUPPLIERS AND SUB-CONTRACTORS

The Proposer also agrees that the following is a complete list of suppliers and sub-contractors that will be required in the performance of the Work and that no additions, deletions or changes to this list will be permitted without the approval of the District.

Supplier and/or Subcontractor

Address Product/Service

CONFIRMATION OF MINIMUM REQUIREMENTS

Requirement Confirmation (yes or no)

A. Must be able to Integration to Cayenta CIS version 7.9.0.40

B. Must be able to use Invoice Cloud’s Single Sign-on Solution (e.g. Embedded IFrame, Redirects, Dialog Boxes). (i.e. customers will not need to re-register or change their password as part of implementation).

C. Real-time integration with Invoice Cloud and Cayenta

D. Real-time integration with the District’s selected AMI system.

TAX INFORMATION

Identification Number: _____________________________________________________

PRICING

The total price including all applicable taxes in legal currency of the United States must be included with your submission in order for your bid submission to be considered.

This Proposer’s Submission is made entirely in accordance with the Document. By your signature hereunder, it is deemed that you have read and agreed to all terms and conditions in the same manner as had such terms and conditions appeared above your signature, and that you have the authority to bind the Proposer.


COMPANY NAME AND ADDRESS:

TELEPHONE NUMBER: FAX NUMBER:

Dated at __________________ this ____ day of _____________, 2019.

Name/Title: Signature:

Witness: Signature:


Appendix B – Cost Proposal Submittal Form Request for Proposal Job 10062 CLOSING DEADLINE: 2:00 P.M. (local time) on October 31, 2019 Project Description: Water-Focused Customer Portal in Support of the Advanced Metering

Infrastructure (AMI) Project For: Alameda County Water District Submitted By: ___________________________________ (Company Name) ___________________________________ (Contact Name)

COMPANY NAME AND ADDRESS:

TELEPHONE NUMBER: FAX NUMBER:

COST PROPOSAL SUBMITTAL FORM

Proposers shall provide a Cost Proposal in accordance with Section 8 Compensation of the District’s Request for Proposal. Pricing can only be submitted broken into three sections: 1) Implementation Services Costs, 2) Software-as-a-Service (SaaS) Costs, and 3) Total Solution Cost. The Implementation Service will be delivered with a not-to-exceed cost ceiling.

Proposers may only provide pricing assumptions if they feel it provides additional clarity. Assumptions included with a Proposer’s Cost Proposal submission that alters the intended pricing description, may be ruled as informal. To avoid this circumstance, Proposers must provide any proposed deviations in writing to the District prior to the deadline for questions.

Pricing shall be submitted in U.S. dollars.

Dated at __________________ this ____ day of _____________, 20____.

Name/Title: Signature:

Witness: Signature:


Appendix C – Sample Agreement / Software-as-a-Service (Bound Herein)

ACWD SaaS Agreement 10/2019 10062 – AMI Deployment Project

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Agreement No. _________

CONTRACT FOR SOFTWARE AS A SERVICE (SaaS)

THIS AGREEMENT is made as of ___________________, 20__, by and between the ALAMEDA COUNTY WATER DISTRICT (“DISTRICT”) and _________________________ (“CONTRACTOR”), a ________________ corporation.

WHEREAS, the DISTRICT desires to obtain professional and software services for a Water-Focused Customer Portal in connection with the DISTRICT’s Advanced Metering Infrastructure (AMI) Project (“Project”), Job 10062, and has issued a Request for Proposals dated October 1, 2019, a copy of which is attached and incorporated as Exhibit A.

WHEREAS, the CONTRACTOR is ready, willing and able to furnish such services and has submitted a proposal dated___________________, a copy of which is attached and incorporated as Exhibit B.

NOW, THEREFORE, THE PARTIES AGREE AS FOLLOWS:

1. SCOPE OF SERVICES

The scope of the CONTRACTOR’s services shall consist of the services set forth in Exhibit A, as supplemented by Exhibit B. However, to the extent that Exhibit B is inconsistent with Exhibit A, Exhibit A will govern over Exhibit B.

2. SCHEDULE AND TIME OF COMPLETION

The term of this Agreement shall commence upon the date the DISTRICT issues the Notice to Proceed and shall terminate when the services described in Exhibit A, as supplemented by Exhibit B, have been satisfactorily completed, unless terminated sooner pursuant to Section 21. CONTRACTOR shall complete all tasks referenced in Section 2.0 of Exhibit A, as supplemented by Exhibit B.

3. CHANGES

The DISTRICT may, at any time, by written order, make changes within the scope of work and services described in this Agreement. If such changes cause an increase or decrease in the budgeted cost of or the time required for performance of the agreed upon work, an equitable adjustment as mutually agreed shall be made in the limit on compensation as set forth in Section 5 or in the time of required performance as set forth in Section 1 and 2, or both. In the event that CONTRACTOR encounters any unanticipated conditions or contingencies that may affect the scope of work or services and result in an adjustment in the amount of compensation specified herein, CONTRACTOR shall so advise the DISTRICT immediately upon notice of such condition or contingency. The written notice shall explain the circumstances giving rise to the unforeseen condition or contingency and shall set forth the proposed adjustment in compensation. This notice shall be given to the DISTRICT prior to the time that CONTRACTOR performs work or services related to the proposed adjustment in compensation. The pertinent changes shall be expressed in a written supplement to this Agreement prior to implementation of such changes.

4. INSURANCE


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A. Workers’ Compensation Insurance. CONTRACTOR shall maintain during the term of this Agreement Workers’ Compensation Insurance in conformance with the laws of the State of California, and federal laws when applicable.

B. Bodily Injury, Death and Property Damage Liability Insurance. CONTRACTOR shall maintain during the term of this Agreement Commercial General Liability Insurance (including automobile operation) covering CONTRACTOR for liability arising out of the operations of CONTRACTOR and any subcontractors. The policy(ies) shall include coverage for all vehicles, licensed or unlicensed, on or off DISTRICT’s premises, used by or on behalf of CONTRACTOR on the performance of work under this Agreement. The policy(ies) shall be subject to a limit for each occurrence of One Million Dollars ($1,000,000) naming as additional insureds, in connection with CONTRACTOR’s activities, the DISTRICT, ______________ and its or their board members, officers, employees, and agents. The policy(ies) will be primary insurance and the insurance companies providing the policy(ies) will be liable for the full amount of any loss or claim for which CONTRACTOR is liable up to and including the total limit of liability, without right of contribution from any other insurance effected or which may be effected by the DISTRICT.

C. Professional Liability Insurance. CONTRACTOR also shall maintain Professional Liability Insurance covering CONTRACTOR’s performance under this Agreement with a limit of liability of One Million Dollars ($1,000,000) for any one claim.

D. Network Security and Privacy Liability Insurance. Network Security and Privacy Liability insurance for the duration of this agreement providing coverage for, but not limited to, Technology and Internet Errors & Omissions, Security and Privacy Liability, and Electronic Media Liability. Insurance will cover claims that arise from the disclosure of private information from files but not limited to: 1) the errors or omissions of the CONTRACTOR, its employees or Sub-contractors and 2) penetration of the CONTRACTOR’s electronic data network, “firewall” or other security devices by hackers or others. The insurance policy should provide minimum coverage in the amount of $1,000,000 per occurrence and $2,000,000 annual aggregate. If written on a Claims-Made basis, the policy must provide an extended reporting period and have a retroactive date that on or before the date of this Contract or the date CONTRACTOR commences work, whichever is earlier.

E. Evidence of Insurance. Prior to the commencement of any work under this Agreement, CONTRACTOR shall furnish to DISTRICT a satisfactory Certificate of Insurance indicating compliance with the requirements of this section. The Certificate shall stipulate that thirty (30) days advance written notice of a cancellation or non-renewal of the required policy shall be given to DISTRICT.

F. General Insurance Conditions. All policies will be issued by insurers acceptable to the DISTRICT. The insurance will be issued by an insurance company authorized to do business in the State of California with a minimum “Best’s” rating of A- VII, or equivalent, or as otherwise approved by the DISTRICT. Workers’ Compensation coverage requirements may be met with the California State Compensation Fund.

In the event a claim is made, the DISTRICT reserves the right to request certified duplicate copies of all insurance policies required under this section.

5. COMPENSATION


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The CONTRACTOR agrees to perform all of the services included in this agreement for a total all-inclusive sum estimated not-to-exceed fee in accordance with Exhibits A and B. The total all-inclusive sum will include all labor, materials, taxes, profit, overhead, insurance, subcontractor/subconsultant costs, licensing, warranty, hosting, support, maintenance, transition requirements and all other costs and expenses incurred by the Consultant. The DISTRICT will pay the CONTRACTOR in accordance with Section 6.

6. MANNER OF PAYMENT

During the software development, testing and training phase (Implementation Services), the CONTRACTOR must submit invoices to the DISTRICT upon completion of the applicable milestone (deliverables based payments schedule), which will be set forth in a mutually agreeable milestone schedule and included herein as Exhibit B. The DISTRICT will retain a minimum of 15% of total Implementation Services compensation, which will be released upon issuance of the expiration of the 90-day Warranty Period, which will commence upon issuance of the Final Acceptance by the District. The DISTRICT will pay approved invoices for the Implementation Services within forty five (45) calendar days of their receipt.

Following the expiration of the 90-day Warranty Period the District will pay approved invoices for monthly SaaS Subscription Fees, based on based on the total activated accounts at the end of the completed month, minus any applicable Service Credit deductions as set forth in Section 9, within forty five (45) calendar days of their receipt.

Invoices must be submitted electronically via e-mail in PDF format with supporting documents/information, as appropriate to: [email protected] and any other staff email address the DISTRICT nominates as lead coordinator for this contract.

7. OWNERSHIP OF WORK

A. General

All reports, designs, drawings, plans, specifications, schedules, and other materials prepared, or in the process of being prepared for the services to be performed by CONTRACTOR will be and are the property of the DISTRICT. The DISTRICT will be entitled to copies and access to these materials during the progress of the work. Any such materials remaining in the hands of the CONTRACTOR or in the hands of any subcontractor upon completion or termination of the work will be immediately delivered to the DISTRICT. If any materials are lost, damaged, or destroyed before final delivery to the DISTRICT, the CONTRACTOR will replace them at its own expense and the CONTRACTOR assumes all risks of loss, damage, or destruction of or to such materials. The CONTRACTOR may retain a copy of all material produced under this Agreement for its use in its general business activities.

Any and all rights, title, and interest (including without limitation copyright and any other intellectual-property or proprietary right) to materials prepared under this Agreement are hereby assigned to the DISTRICT. The CONTRACTOR agrees to execute any additional documents that may be necessary to evidence such assignment.

The CONTRACTOR represents and warrants that all materials prepared under this Agreement are original or developed from materials in the public domain (or both) and that all materials prepared under and services provided under this Agreement do not infringe or

mailto:[email protected]


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violate any copyright, trademark, patent, trade secret, or other intellectual-property or proprietary right of any third party.

A. Intellectual Property Provisions

i. Definitions.

The term “Contractor Software” means any software reasonably necessary to operate or maintain any portions of the System that is a product or application of Contractor that pre-existed the execution of this Agreement.

The term “Contractor Software Customizations” means any software reasonably necessary to operate or maintain any portions of the System that is a customization, modification, or other change or addition of or to CONTRACTOR Software made under this Agreement.

The term “Third Party Software” means any software reasonably necessary to operate or maintain any portions of the System that does not constitute CONTRACTOR Software or CONTRACTOR Software Customizations.

The term “Materials” means any recorded information, whether or not copyrighted, that is delivered or specified to be delivered under the Agreement—with examples including, but not being limited to: computer software documentation; change logs; engineering drawings; specifications; standards; process sheets; manuals; technical reports; catalog item identifications; and related information—and for clarity, excluding financial, administrative, and cost and pricing information incidental to the work.

ii. Patent and Copyright Warranties. The CONTRACTOR represents and warrants that any use of the System (or any portion of the System) by DISTRICT (or its officers, directors, agents, employees, or transit users) will not infringe or violate the patent, copyright, trade-secret, or other intellectual-property or proprietary rights of any third party.

The CONTRACTOR further represents and warrants that it has or will have all appropriate licenses, agreements, or ownership rights pertaining to all patent, copyright, trade-secret, or other intellectual-property or proprietary rights needed for the performance of its obligations under this Agreement—including without limitation that it will have all necessary rights to use patentable or copyrightable materials, equipment, devices, or processes not furnished by the DISTRICT used on or incorporated in the work under this Agreement. The CONTRACTOR assumes all risks arising from the use of any such patented or copyrighted materials, equipment, devices, or processes.

In case any such software, materials, equipment, devices, processes, or other materials are held to constitute an infringement and their use enjoined, the CONTRACTOR, at CONTRACTOR’s sole cost and expense will: (a) secure for the DISTRICT the right to continue using the materials, equipment, devices or processes by suspension of the injunction or by procuring a royalty-free license, or licenses, or (b) replace such materials, equipment, devices, or processes with non-infringing materials, equipment, devices, or processes, or (c) modify them so that they become non-infringing or remove the enjoined materials, equipment, devices or processes and refund the sums paid for them without prejudice to any other rights of the DISTRICT. If the amount of time necessary to proceed with one of these options is deemed


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excessive by the DISTRICT, the DISTRICT may direct the CONTRACTOR to select another option or risk default.

iii. Source Code. The CONTRACTOR agrees that as a condition of final acceptance, it will deposit the source code for any CONTRACTOR Software and CONTRACTOR Software Customizations into escrow (including all updates, versions, releases, and upgrades licensed under this Agreement or any related maintenance agreements between CONTRACTOR and DISTRICT), with a source code agent capable of providing Level 2 certification/verification. Deposit will be at reasonable periodic intervals based generally on the pace at which the software is being developed or changed and will include any and all subsequent updates, versions, releases, and upgrades licensed under this Agreement or any related maintenance agreements between CONTRACTOR and DISTRICT. The source code escrow agreement will remain in place, and source code deposits will be updated and maintained, for as long as the District and CONTRACTOR have entered into a software maintenance or support agreement. The applicable source code will be released to the DISTRICT (or any CONTRACTOR acting on its behalf) in the event of CONTRACTOR’s nonperformance or the inability of CONTRACTOR to execute or maintain the portion of the System controlled by or through its applicable software. Such conditions of release include, but are not limited to (1) CONTRACTOR’s bankruptcy, (2) CONTRACTOR’s cessation of business, or (3) failure of CONTRACTOR to support, execute, maintain or provide enhancements in a timely manner to the portion of the System controlled by or through its applicable software. CONTRACTOR agrees that the DISTRICT (or any CONTRACTOR acting on its behalf) may use the source code to maintain, fix, or modify the CONTRACTOR Software and the CONTRACTOR Software Customizations as reasonably necessary to operate or maintain any portions of the System. CONTRACTOR and the DISTRICT will separately document an escrow agreement concurrently with this Agreement. The CONTRACTOR will be responsible for any costs related to the escrow.

iv. Patent Rights. If any invention, improvement, or discovery of CONTRACTOR is conceived or first actually reduced to practice in the course of or under this Agreement, which invention, improvement, or discovery may be patentable under the Patent Laws of the United States or any foreign country, CONTRACTOR will immediately notify DISTRICT and provide a detailed report. The rights and responsibilities of DISTRICT, CONTRACTOR and the federal government (if federally-funded) with respect to such invention will be determined in accordance with applicable federal laws, regulations, policies and any waivers thereof.

v. Non-Compete Clauses Waived. In the event that any of the release conditions set forth in any source code escrow agreement between the parties are satisfied and the source code is released to the DISTRICT, the DISTRICT will have the right to hire CONTRACTOR’s personnel or subcontractors for any reason related to the maintenance and operation of the System. The CONTRACTOR will not interfere with any such efforts to hire any of CONTRACTOR’s personnel. CONTRACTOR agreements with personnel and/or subcontractors that restrict employment by the DISTRICT will be waived under such circumstances.

vi. Precedence. In the event of any conflict between the provisions of this Section 7 and the provisions of any separate software license, escrow, or otherwise related agreement, this Section 7 will take precedence.

8. RESPONSIBILITY: INDEMNIFICATION


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The CONTRACTOR will indemnify, keep and save harmless the DISTRICT and its directors, officers, agents and employees (Indemnitees) against any and all suits, claims or actions arising out of any of the following:

A. Any injury to persons or property that may occur, or that may be alleged to have occurred, including over/under customer billing, arising from the performance of this Agreement by the CONTRACTOR caused by a negligent act or omission or willful misconduct of the CONTRACTOR or its employees, subcontractors or agents; or

B. Any allegation that materials or services provided by the CONTRACTOR under this Agreement infringe or violate any copyright, trademark, patent, trade secret, or any other intellectual-property or proprietary right of any third party; or

C. Any disclosure or allegation thereof of DISTRICT PII (defined below).

The CONTRACTOR further agrees to defend any and all such actions, suits or claims and pay all charges of attorneys and all other costs and expenses of defense as they are incurred. If any judgment is rendered against the Indemnitees in any such action, the CONTRACTOR will, at its expense, satisfy and discharge the same. This indemnification will survive termination or expiration of the Agreement.

9. SERVICE LEVEL AGREEMENT

The following additional requirements apply to the software solution:

Application Availability. CONTRACTOR must provide 99.9% application availability and maintain logs establishing uptime and downtime for the duration of the Contract.

Actual Application Availability % = (Monthly Minutes (MM) minus Total Minutes Not Available (TM)) multiplied by 100) and divided by Monthly Minutes (MM), but not including Excluded Events

Service Credit Calculation: An Outage will be deemed to commence when the Applications are unavailable to DISTRICT and end when CONTRACTOR has restored availability of the services. Failure to meet the 99.9% Application Availability, other than for reasons due to an Excluded Event, will entitle DISTRICT to a credit as follows:

Actual Application Availability % (as measured in a calendar month)

Service Credit to be applied to the District’s monthly invoice for the affected month

<99.99% to 99.9% 10% <99.9% to 99.75% 15% <99.75% to 98.75% 25% <98.75 to 97.75% 35% <97.75% 50%

“Outage” means the accumulated time, measured in minutes, during which DISTRICT is unable to make beneficial use of the Software or a portion thereof for reasons other than an Excluded Event.


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“Excluded Event” means any event that results in an Outage and is caused by (a) the acts or omissions of DISTRICT, its employees, customers, contractors or agents; (b) the failure or malfunction of equipment, applications or systems not owned or controlled by CONTRACTOR or its subcontractors; (c) Force Majeure events, excluding acts resulting in a breach of Confidential Information or Personally Identifiable Information; (d) scheduled or emergency maintenance, alteration or implementation provided during the Maintenance Period defined below; (e) any suspension of the services in accordance with the terms of the Contract; or (f) using an Application in a manner inconsistent with the product documentation for such Application.

“Maintenance Period” means scheduled maintenance periods mutually agreed upon by DISTRICT and CONTRACTOR to maintain and update the services, when necessary. During these Maintenance Periods, the Services are available to CONTRACTOR to perform periodic maintenance services, which include vital software updates. CONTRACTOR will use its commercially reasonable efforts during the Maintenance Period to make the services available to DISTRICT; however, some changes will require downtime. CONTRACTOR will provide notice for planned downtime via an email notice to the primary DISTRICT contact at least seven days in advance of any known downtime so planning can be facilitated by DISTRICT.

“Monthly Minutes (MM)” means the total time, measured in minutes, of a calendar month commencing at 12:00 am of the first day of such calendar month and ending at 11:59 pm of the last day of such calendar month.

“Total Minutes Not Available (TM)” means the total number of minutes during the calendar month that the services are unavailable as the result of an Outage.

10. TECHNICAL SUPPORT

Technical support will be available on a 24/7 basis. The CONTRACTOR may provide technical user support using a Follow the Sun model, unless otherwise prohibited in the services contract. The CONTRACTOR shall permit its personnel and subcontractors to access DISTRICT data remotely only as required to provide technical support.

11. REQUESTS FOR ACCESS TO DATA

The CONTRACTOR shall contact the DISTRICT upon receipt of any electronic discovery, litigation holds, discovery searches and expert testimonies related to the DISTRICT’s data or which in any way might reasonably require access to the data of the DISTRICT. The CONTRACTOR shall not respond to subpoenas, service of process and other legal requests related to the DISTRICT without first notifying the DISTRICT, unless prohibited by law from providing such notice.

12. DATA STORAGE AND LOCATION

The CONTRACTOR agrees to provide its services to the DISTRICT and its end users solely from data centers in the United States. Storage of DISTRICT data at rest shall remain in data centers located in the United States. The CONTRACTOR agrees to not allow its personnel or subcontractors store DISTRICT data on portable devices, including personal computers, except for devices that are used and kept only at its United States data centers.


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CONTRACTOR agrees to provide durable data storage that guarantees data availability for the duration of the storage term specified in Exhibit A, as supplemented by Exhibit B.

13. DATA PRIVACY

The CONTRACTOR may have access to personally identifiable information (PII) in connection with the performance of the Agreement. PII is any information that identifies or describes a person or can be directly linked to a specific individual, including water usage data and data access patterns. Examples of PII include, but are not limited to, name, address, phone or fax number, signature, date of birth, e-mail address, method of payment, payment card information, and water usage data. DISTRICT Personally Identifiable Information, or DISTRICT PII, means any PII relating to the DISTRICT’s customers.

The CONTRACTOR must ensure and maintain the confidentiality, security, safety, and integrity of all DISTRICT PII, including physical, electronic, and procedural safeguards designed to prevent unauthorized access or use and protect against known or anticipated threats to the security or integrity of such data. This includes, but is not limited to, the secure transport, transmission and storage of DISTRICT PII used or acquired in the performance of this Agreement. Notwithstanding the generality of the foregoing requirements, CONTRACTOR will adhere to the following requirements concerning DISTRICT PII:

A. The CONTRACTOR may not, except as authorized or required by law, reveal or divulge to any person or entity any DISTRICT PII that becomes known to it during the term of this Agreement. The CONTRACTOR may not use or attempt to use any such information in any manner that may injure or cause loss, either directly or indirectly, to the DISTRICT.

B. The CONTRACTOR must maintain policies and programs that prohibit unauthorized disclosure of DISTRICT PII and promote training and awareness of information security policies and practices. The CONTRACTOR must comply, and must cause its employees, representatives, agents, and subcontractors to comply, with such commercially and operationally reasonable directions as the DISTRICT may make to promote the safeguarding or confidentiality of DISTRICT PII.

C. The CONTRACTOR must conduct background checks for employees or Subcontractors that have access to DISTRICT PII or host DISTRICT PII.

D. The CONTRACTOR must limit access to computers and networks that host DISTRICT PII, including without limitation through user credentials and strong passwords, data encryption both during transmission and at rest, firewall rules, and network-based intrusion detection software.

E. The CONTRACTOR agrees to comply with the information handling and confidentiality requirements outlined in the California Information Practices Act (Civil Code sections 1798 et. seq.) and Civil Code Section 1798.81.5(b) by entering into this Agreement with the DISTRICT. In addition, the CONTRACTOR warrants and certifies that in the performance of this Agreement, it will comply with all applicable statutes, rules, regulations and orders of the United States, and the State of California relating to the handling and confidentiality of DISTRICT PII, including the terms and conditions contained in this Section.


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This Section will survive termination or expiration of this Agreement.

14. DATA OWNERSHIP

The DISTRICT will own all rights, titles and interest in its data that is related to the services provided by a SaaS contract. The CONTRACTOR shall not access DISTRICT user accounts or DISTRICT data, except (1) in the course of data center operations, (2) in response to service or technical issues, (3) as required by the express terms of the services contract, or (4) at the DISTRICT’s written request.

15. DATA SECURITY

The CONTRACTOR must provide those administrative, physical, and technical safeguards for protection of the security, confidentiality, integrity, and availability of DISTRICT PII pursuant to the minimum standards of care and critical security controls recommended by the California Attorney General in her February 2016 report (See https://oag.ca.gov/breachreport2016). The CONTRACTOR shall provide security for its networks and systems consistent with accepted industry practices (including, as periodically amended or updated, the ISO/IEC 27001 series Information Security Management Systems standards, NIST Special Publication 800-53 Security and Privacy Controls, the Information Technology Infrastructure Library (ITIL) standards, the Control Objectives for Information and related Technology (COBIT) standards or other applicable industry standards for information security observed by well-managed solutions that store PII, and will promptly install all patches, fixes, upgrades, updates, and new versions of any security software it employs.

The CONTRACTOR will maintain appropriate safeguards to restrict access to DISTRICT’s Data to those employees, contractors, agents, or service providers of the CONTRACTOR who need the information to carry out the purposes for which it was disclosed to CONTRACTOR. For information disclosed in electronic form, appropriate safeguards include electronic barriers (e.g. firewalls, Transport Layer Security (TLS) or most current industry standard encryption, intrusion prevention/detection or similar barriers) and secure authenticated (e.g. password protected) access to the DISTRICT’s Confidential Information and DISTRICT Data.

Protection of PII and confidential data shall be an integral part of the business activities of the CONTRACTOR to ensure there is no inappropriate or unauthorized use of DISTRICT information at any time. To this end, the CONTRACTOR shall safeguard the confidentiality, integrity and availability of DISTRICT information and comply with the following conditions:

A. The CONTRACTOR agrees to properly secure and maintain any computer, hardware and software applications, or electronic media that it will use in the performance of this Agreement. This includes ensuring all security patches, upgrades, and anti-virus updates are applied to secure DISTRICT PII that may be used, transmitted, or stored on such software in the performance of this Agreement.

B. The CONTRACTOR, its employees, agents, subcontractors, and contractors may not download or otherwise store any DISTRICT PII onto any CONTRACTOR computer, desktop, laptop, thumb drives, disks, or other portable memory device without such data being encrypted.

https://oag.ca.gov/breachreport2016


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C. All personal data shall be encrypted at rest and in transit with controlled access. Unless otherwise stipulated, the CONTRACTOR is responsible for encryption of the DISTRICT PII data.

D. Unless otherwise stipulated, the CONTRACTOR shall encrypt all non-public data at rest and in transit.

E. At no time shall any data or processes – that either belong to or are intended for the use of a DISTRICT or its officers, agents or employees – be copied, disclosed or retained by the CONTRACTOR or any party providing service to the CONTRACTOR for subsequent use in any transaction that does not include the DISTRICT.

F. The CONTRACTOR represents that its hosting environment is built upon a secure infrastructure, which undergoes examinations from an independent auditor in accordance with the minimum standards of care and critical security controls recommended by the California Attorney General in her February 2016 report (see above). For added security, the CONTRACTOR will use multi-factor authentication when accessing the infrastructure. In addition to the independent audit, DISTRICT will have the right at any time, upon reasonable notice, to audit and inspect: (i) CONTRACTOR’s facilities where the DISTRICT PII is stored or maintained; (ii) any computerized software used to share, disseminate or otherwise exchange DISTRICT PII; and (iii) CONTRACTOR’s security practices and procedures, data protection, business continuity and recovery facilities, resources, plans and procedures related to software where the DISTRICT PII is shared, disseminated or otherwise exchanged. The audit and inspection rights hereunder will be for the purpose of verifying CONTRACTOR’s compliance with this Agreement, and all applicable laws.

G. The CONTRACTOR must process and store all DISTRICT PII in a single-tenant environment and at no time will DISTRICT PII be commingled with data of independent third-party users of CONTRACTOR’s services.

H. The CONTRACTOR must have vulnerability management programs to identify and minimize threats and risks on any software used to store or transmit DISTRICT PII.

I. The CONTRACTOR represents that the CONTRACTOR’s management access to the hosting infrastructure is limited to authorized support staff. The security architecture has been designed to control appropriate logical access to the infrastructure to meet industry standards that meet or exceed the Trust Services Criteria and Principles for Security, Availability, Integrity, and Confidentiality established by the AICPA.

J. Notwithstanding anything to the contrary in this Agreement, the CONTRACTOR agrees to retain DISTRICT PII for ninety (90) days after the completion date of this Agreement and the DISTRICT’s confirmation that the CONTRACTOR may proceed with such deletion. At the conclusion of this retention period, the CONTRACTOR agrees to use U.S. Department of Defense (“DoD”) –approved method and removal of DISTRICT PII from any files, with said service being included in the total cost of this Agreement. Discarded DISTRICT PII will be unavailable and unrecoverable following the purge on any storage media including, but not limited to, magnetic disk, optical disk, and memory chips (“Storage Media”). The CONTRACTOR agrees to destroy hard-copy documents containing DISTRICT PII by means of a cross-cut shredding machine. The CONTRACTOR also agrees to use DoD—approved methods, or an alternate DISTRICT-approved method, to sanitize any Storage Media prior to discarding or when useful life has ended, whichever comes first. At the conclusion of the


Page 11 of 16 10/07/2019

performance period of this Agreement, the CONTRACTOR will submit a certification to the DISTRICT that all electronic or hard-copy format DISTRICT PII has been destroyed in accordance with the Agreement.

This Section will survive termination or expiration of this Agreement.

16. NOTICE OF SECURITY BREACH

The CONTRACTOR must immediately notify the DISTRICT when it discovers that there may have been a data security incident that has or may have resulted in compromise to DISTRICT PII. For purposes of this Section, immediately is defined as within twenty-four hours of discovery. The CONTRACTOR must immediately take such actions as may be necessary to preserve forensic evidence and eliminate the cause of any suspected breach or security vulnerability—and must promptly alert the DISTRICT of any such circumstances, including information sufficient for the DISTRICT to assess the nature and scope of any suspected data breach. In the event of an unauthorized disclosure of DISTRICT PII, the CONTRACTOR will be liable for paying for the following costs to remediate any such unauthorized disclosure:

A. The reasonable cost of providing notice of the breach to individuals affected by such breach;

B. The reasonable cost of providing required notice of the breach to government agencies, credit bureaus, and/or other required entities;

C. The cost of providing individuals affected by such breach with credit protection services designed to prevent fraud associated with identity theft crimes for a specific period not to exceed 12 months; and

D. Any other service required by applicable law.

The CONTRACTOR must provide any information and/or support to the DISTRICT in issuing the actual notification and, at the DISTRICT’s sole discretion, the CONTRACTOR must itself provide actual notification if the DISTRICT desires. This Section will survive termination or expiration of this Agreement.

17. CONTRACTOR’S STATUS

Neither the CONTRACTOR nor any party contracting with the CONTRACTOR shall be deemed to be an agent or employee of the DISTRICT.

CONTRACTOR is and shall be an independent CONTRACTOR, and the legal relationship of any person performing services for the CONTRACTOR shall be one solely between that person and the CONTRACTOR.

18. ASSIGNMENT

CONTRACTOR shall not assign any of its rights nor transfer any of its obligations under this Agreement without the prior written consent of DISTRICT.

19. DISTRICT WARRANTIES


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The DISTRICT makes no warranties, representations or agreements, either expressed or implied, beyond such as are explicitly stated in this Agreement.

20. DISTRICT REPRESENTATIVE

Except when approval or other action is required to be given or taken by the Board of Directors of the DISTRICT, the General Manager of the DISTRICT, or such person or persons as the General Manager shall designate in writing from time to time, the Project Manager shall represent and act for the DISTRICT.

21. TERMINATION

The DISTRICT shall have the right to terminate this Agreement at any time by giving written notice to the CONTRACTOR. Upon receipt of such notice, the CONTRACTOR shall not commit itself to any further expenditure of time or resources.

If the Agreement is terminated for any reason other than a default by CONTRACTOR, the DISTRICT shall pay to CONTRACTOR in accordance with the provisions of Sections 5 and 6 all previously approved sums from DISTRICT. If the Agreement is terminated for default, the DISTRICT shall remit final payment to CONTRACTOR in an amount to cover only those services performed and expenses incurred in full accordance with the terms and conditions of this Agreement up to the effective date of termination. Final payment shall be remitted after the DISTRICT receives all owned data hosted by the CONTRACTOR.

22. MAINTENANCE, AUDIT, AND INSPECTION OF RECORDS

The CONTRACTOR shall permit the authorized representatives of the DISTRICT to inspect, audit, make copies and transcriptions of books and all data and records of the CONTRACTOR relating to its performance under the Agreement.

23. RELEASE OF INFORMATION

CONTRACTOR shall not release any reports or other information prepared in connection with this Agreement without the approval of the General Manager/Approver. Non-Disclosure requirements are identified in Exhibit C.

24. KEY PERSONNEL

_________________ shall serve as the primary staff person of CONTRACTOR to oversee all of the services under this Agreement.

25. NOTICES

All communications relating to the day to day activities of the project shall be exchanged between the DISTRICT’s Project Manager and the CONTRACTOR’s Project Manager.

All other notices and communications deemed by either party to be necessary or desirable to be given to the other party shall be in writing and may be given by personal delivery to a representative of the parties or by mailing the same postage prepaid, addressed as follows:


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If to the DISTRICT:

Alameda County Water District

43885 South Grimmer Boulevard

PO Box 5110

Fremont, CA 94537-5110

Attention: Ben Egger, Project Engineer

If to the CONTRACTOR: Company Name

Address

City, State, Zip Code

Attention: _____________________, Title

The address to which mailings may be made may be changed from time to time by notice mailed as described above. Any notice given by mail shall be deemed given on the day after that on which it is deposited in the United States Mail as provided above.

26. ATTORNEYS’ FEES

If any legal proceeding should be instituted by either of the parties to enforce the terms of this Agreement or to determine the rights of the parties under this Agreement, the prevailing party in said proceeding shall recover, in addition to all court costs, reasonable attorneys’ fees.

27. APPLICABLE LAW

This Agreement, its interpretation, and all work performed under it shall be governed by the laws of the State of California.

28. BINDING ON SUCCESSORS

All of the terms, provisions, and conditions of this Agreement shall be binding upon and inure to the benefit of the parties and their respective successors, assigns, and legal representatives.

29. SEVERABILITY

Should any provision, or portion of a provision, herein be found or deemed to be invalid, this Agreement shall be construed as not containing such provision, or portion of such provision, and all other provisions which are otherwise lawful shall remain in full force and effect, and to this end the provisions of this Agreement are declared to be severable.

30. BINDING ON SUCCESSORS

All of the terms, provisions, and conditions of this Agreement shall be binding upon and inure to the benefit of the parties and their respective successors, assigns, and legal representatives.

31. TRANSITION


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Upon the termination or expiration of this Agreement, the CONTRACTOR must cooperate fully with the DISTRICT, and any successor CONTRACTOR to provide to the DISTRICT, and any successor CONTRACTOR, electronic copies of all branding materials, logos, reports, designs, drawings, plans, specifications, schedules, information, payment history, payment records, and other materials prepared, or in the process of being prepared for the services to be performed by CONTRACTOR (Work Product) to ensure a smooth transition to a new software solution. All DISTRICT PII must be protected, kept secure, and transmitted securely at all times in accordance with the terms of this Agreement. All Work Product must be provided in a format that is usable by the successor CONTRACTOR, such as latest version of Microsoft WORD and/or EXCEL.

If the DISTRICT terminates the Agreement, the CONTRACTOR must begin preparing all Work Product to allow for a smooth transition to a successor CONTRACTOR or to permit the DISTRICT to operate a similar software solution in the future. Within 30 calendar days of the DISTRICT’s termination of the Agreement, the CONTRACTOR must transfer all other Work Product, including written reports, data, and other relevant information, to the DISTRICT and the successor CONTRACTOR. The DISTRICT will withhold payment of CONTRACTOR’s final invoice until CONTRACTOR has ensured a smooth transition to the successor CONTRACTOR or transmitted all required documents for the DISTRICT’s records, as determined by the DISTRICT in its sole discretion.

Upon expiration of this Agreement, CONTRACTOR must transfer all other Work Product, including written reports, data, and other relevant information, to the DISTRICT and the successor CONTRACTOR (if applicable). The DISTRICT will withhold payment of CONTRACTOR’s final invoice until CONTRACTOR has ensured a smooth transition to the successor CONTRACTOR or transmitted all required documents for the DISTRICT’s records, as determined by the DISTRICT in its sole discretion.


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IN WITNESS WHEREOF, the parties hereto have executed this Agreement by

their duly authorized officers as of the day and year first above written.

CONTRACTOR: FILL IN CONTRACTOR'S NAME HERE

DISTRICT: ALAMEDA COUNTY WATER DISTRICT

By: President or Vice President

By: General Manager

Name: Name: Robert Shaver

By: Secretary or Assistant Secretary

ATTEST:

Name: By: District Secretary


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EXHIBIT A - REQUEST FOR PROPOSALS FOR AMI DEPLOYMENT

EXHIBIT B - PROPOSAL

EXHIBIT C - NON-DISCLOSURE FORM (S)


Appendix D – AMI Business Drivers (Bound Herein)

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ose m

ete

rs w

he

re a

sig

nifi

cant a

moun

t of

a

cust

om

er

wate

r d

em

an

d f

low

ra

te a

roun

d th

e c

ross

ove

rflo

w r

ate

with low

er

mete

r accu

racy.

Ho

url

y

consum

ption a

naly

sis

can

de

tect th

is.

Typ

e 3

: L

ow

flo

w o

n turb

ine m

ete

rs: m

ete

rs t

hat

have a

sig

nifi

cant

am

oun

t of

a c

ust

om

er’s w

ate

r

de

ma

nd

flo

w r

ate

is lo

wer

than

the

mete

r in

pla

ce.

Curr

ently,

custo

me

rs a

re n

ot

charg

ed f

or

wate

r u

ntil

the m

ete

r is

repla

ced.

The

re is

no e

stim

atio

n w

hen a

mete

r be

com

es

faulty.

The

mete

r sh

op c

ould

use th

ese f

eatu

res to

iden

tify

com

merc

ial m

ete

rs th

at re

qu

ire

main

tena

nce.

Th

is w

ould

en

han

ce A

CW

D’s

cu

rrent

pro

act

ive

wate

r m

ete

r m

ain

ten

ance p

rog

ram

.

RP

4

2R

ed

uce

us

ag

e

on

ac

co

un

ts t

hat

sh

ou

ld b

e z

ero

Ze

ro c

onsum

ptio

n: id

en

tifyi

ng t

hose p

rop

ert

ies w

he

re th

e u

tility

is e

xpectin

g z

ero

co

nsu

mptio

n

when

co

nsu

mp

tion

occu

rs t

he u

tilit

y sho

uld

be n

otif

ied. S

om

e e

xam

ple

s o

f th

is o

ccurr

ing:

·

De

tecto

r che

ck m

on

itori

ng

: de

tectin

g a

ny

consum

ption

th

at o

ccurs

on

de

tecto

r che

ck

me

ters

an

d m

on

itori

ng t

he

am

ou

nt o

f w

ate

r, e

nsurin

g the

wa

ter

de

ma

nd f

low

rate

is n

ot

goin

g t

hro

ug

h th

e u

n-m

ete

red p

ort

ion

of

the

de

tecto

r ch

eck

.

·

No

n-p

aym

ent:

whe

re a

mete

r is

tu

rne

d o

ff a

nd t

he

re s

ho

uld

be

no c

onsum

ption a

t th

e

pro

pert

y.

AC

WD

wou

ld b

enefit fr

om

monito

ring t

hese c

usto

me

rs t

hro

ugh

a v

irtu

al sh

ut

off

gro

up.

·

Dete

ctor

che

ck m

ete

rs m

onito

rin

g: A

CW

D h

as

app

roxim

ate

ly 2

,250 d

ete

cto

r che

ck m

ete

rs. T

he

re

are

inst

ances w

he

re c

usto

me

rs s

ho

we

d c

on

sum

ptio

n w

here

the

re s

ho

uld

ha

ve b

een n

on

e. It

is

likely

tha

t a

nu

mber

of

cu

stom

ers

are

gettin

g a

sig

nific

ant

am

oun

t o

f un

-mete

red w

ate

r th

rough

th

e

fire

line

. A

MI te

chno

log

y co

uld

monitor

these t

ypes o

f eve

nts

.

·

Non

-pa

ymen

t m

onitori

ng

: T

hese

acc

oun

ts c

ould

als

o b

e p

ut

into

a “

virt

ua

l sh

ut o

ff”

gro

up t

hat

ale

rts

AC

WD

if c

on

sum

ptio

n o

ccurs

pri

or

to p

aym

ent b

ein

g r

ece

ive

d.

RP

6

3

Be

tter

Data

for

Futu

re R

ate

Deve

lop

me

nt

Hourl

y co

nsu

mptio

n d

ata

allo

ws

a w

ate

r utilit

y to

bett

er

und

ers

tand

who

an

d w

he

n w

ate

r is

be

ing

consum

ed

. H

avin

g a

ctu

al consu

mptio

n d

ata

inst

ead

of

an

estim

ate

acr

oss

the

month

ly o

r bi-

month

ly b

ill p

eri

od

(th

at m

an

ua

l rea

d m

ete

rs p

rovi

de)

can m

ake r

ate

stu

die

s m

ore

eff

icie

nt a

nd

more

accura

te. W

hen a

utilit

y has w

ate

r capa

city

or

dro

ught

cond

itio

ns a

utilit

y can

de

velo

p

seasona

l rate

s o

r fines th

at

will

be t

arg

ete

d a

t a c

ert

ain

seg

me

nt o

f th

e c

usto

mers

(to

p w

ate

r

users

).

AC

WD

re

vie

ws

its w

ate

r ra

tes a

bo

ut e

very

fiv

e y

ea

rs a

nd

in th

e p

ast

ha

s im

ple

mente

d d

roug

ht ra

tes f

or

cust

om

ers

exce

edin

g a

daily

ave

rag

e c

on

sum

ptio

n (

ba

sed o

n a

bi-

month

ly a

vera

ge

). A

MI da

ta w

ill h

elp

AC

WD

in th

e fu

ture

th

rou

gh:

·

Definin

g t

rue

maxim

um

da

ily c

onsum

ption

restr

ictio

ns

·

Pro

vid

e m

ore

gra

nu

lar

da

ta f

or

rate

sett

ing a

naly

sis

·

Pro

vid

e f

eed

ba

ck o

n r

ate

cha

ng

e e

ffectiv

en

ess

ALA

ME

DA

CO

UN

TY

WA

TE

R D

IST

RIC

T

2

Ref

Imp

ort

an

ce

Bu

sin

ess

Dri

ve

rs &

De

sc

rip

tio

n

AC

WD

Op

era

tio

nal E

ffic

ien

cy (

OE

)

OE

1

3

Imp

rove M

ete

r

Re

ad

ing

Safe

ty

& R

elia

bilit

y

AM

I te

chn

olo

gy

will

elim

inate

liab

ility

ass

ocia

ted w

ith e

mplo

yees in

th

e fie

ld. It

is im

port

an

t to

hig

hlig

ht

tha

t im

pro

vin

g m

ete

r re

adin

g s

afe

ty a

nd r

elia

bili

ty m

ay

not d

rive f

unctio

na

lity

but

is s

till

a

bu

sin

ess

driver

tha

t su

pp

ort

s th

e D

istr

ict’s

cultu

re o

f safe

ty initia

tives.

Me

ter

read

ers

are

in a

ve

ry h

igh-r

isk

gro

up f

or

inju

ries d

ue t

o t

he p

hys

ica

l natu

re o

f th

e w

ork

and

th

e w

ide

are

a in

whic

h th

ey

pe

rform

th

e w

ork

. A

MI te

chno

log

y w

ould

elim

inate

mete

r re

ad

ers

fro

m t

he

fie

ld w

hic

h

will

low

er

the lost tim

e in

jury

costs

an

d p

ote

ntia

lly in

sura

nce p

rem

ium

s.

OE

2

3R

ed

uc

e B

illi

ng

Exce

pti

on

s

Elim

ina

te s

om

e h

igh

/low

bill

ing

exce

ptions. C

onsum

ptio

n A

lert

s: sett

ing u

p a

lert

s a

cross

custo

mer

gro

ups (

typic

ally

by

mete

r siz

e o

r cu

stom

er

type)

wou

ld p

rovid

e c

usto

me

rs w

ith th

e c

ha

nce to

chang

e the

ir c

onsum

ptio

n b

eha

vior

pri

or

to r

ece

ivin

g a

hig

h-w

ate

r b

ill. E

xam

ple

s o

f ale

rts tha

t can

red

uce b

ill e

xce

ptions:

·

Hig

h C

onsum

ptio

n A

lert

: 5 d

ays

of

consum

ption t

hat

is g

reate

r th

an 3

00

% d

aily

avera

ge

con

sum

ptio

n tri

gge

rs c

om

mun

icatio

n t

o th

e c

usto

mer.

·

Co

ntinuo

us c

onsum

ption a

lert

: U

tilit

ies

spe

cifie

d n

um

ber

of d

ays

of

contin

uous h

ou

rly

con

sum

ptio

n w

ith a

min

imu

m o

f X

cub

ic fe

et.

·

These a

lert

s w

ill p

ush c

om

mu

nic

atio

n t

o th

e c

usto

mer

well

be

fore

th

e b

ill is p

rodu

ced.

Curr

ently,

AC

WD

has

num

ero

us h

igh/low

exc

eption

s th

at ne

ed

to b

e in

vestig

ate

d a

nd

resolv

ed d

aily

.

Th

ese a

lert

s w

ill n

ot

elim

inate

th

is b

illin

g e

xce

ption p

rocess; ho

we

ver,

th

ey

shou

ld r

edu

ce the

fre

que

ncy

an

d p

rovi

de

cu

stom

ers

with

the

ab

ility

to c

ha

ng

e th

eir

consum

ption b

eh

avio

r pri

or

to r

ece

ivin

g a

bill

.

OE

3

3D

ete

ct

Reg

iste

r

an

d C

ut

Wir

ing

Pro

ble

ms

Radio

tra

nsm

itters

are

co

nne

cted t

o a

wate

r m

ete

r re

gis

ter

thro

ugh a

3-c

ondu

ctor

wir

e. A

sm

all

pe

rce

nta

ge o

f m

ete

rs m

ay

requ

ire

main

tena

nce t

o r

epair

or

rep

lace t

he w

ire a

nd

/or

regis

ter.

An

AM

I sys

tem

will

de

tect

and

ale

rt t

he m

ete

r sho

p w

hen

main

ten

ance is

requ

ired

. T

he g

oa

l w

ou

ld b

e

to r

espon

d t

o r

ead

ing is

sues p

rior

to t

he is

sue a

ffe

ctin

g c

ust

om

er

bill

s.

AC

WD

wate

r m

ete

r p

opu

lation

is c

urr

en

tly

rea

d m

an

ua

lly b

y a

mete

r re

ader

wh

o r

eco

rds th

e r

ead

ing in

to a

ha

ndh

eld

. In

tro

ductio

n o

f a

n A

MI o

r A

MR

sys

tem

will

ad

d th

ree c

om

ponents

(w

ire, e

ncod

er

regis

ter,

ra

dio

tran

smitte

r) t

o th

e w

ate

r m

ete

r sys

tem

that A

CW

D w

ill n

eed

to

ma

inta

in,

wh

ile r

em

ovin

g a

gin

g m

an

ual

mete

r re

adin

g e

quip

men

t.

OE

4

3R

ed

uc

e R

eg

ula

r

Me

ter

Rea

din

g

Co

st

Redu

ce r

egu

lar

me

ter

readin

g c

ost

s.

Imple

mentin

g A

MI

acro

ss

the e

ntire

wate

r m

ete

r pop

ula

tion w

ill e

limin

ate

the n

ee

d f

or

mete

r re

aders

to

colle

ct the

bill

able

re

adin

g.

Th

e r

educed

nu

mb

er

of

truck

ro

lls w

ill c

ut do

wn

on

th

e D

istr

ict’s

carb

on e

mis

sions, h

elp

ing

meet

the g

oals

of

our

Cle

an E

nerg

y In

itia

tive

an

d g

ree

nho

use m

an

date

s fro

m the S

tate

of

Ca

liforn

ia.

OE

5

3

Sam

e D

ay

Fin

al

an

d S

pe

cia

l

Re

ad

s

AM

I te

chn

olo

gy

allo

ws

for

readin

g d

uri

ng o

ff c

ycle

s e

limin

atin

g th

e n

ee

d to

send

ou

t a

mete

r

rea

der.

AM

I an

d M

DM

techn

olo

gy

will

allo

w f

or

cust

om

ers

to b

e c

lassi

fied into

gro

up

s; in t

his

case

a z

ero

-consum

ptio

n g

rou

p w

hic

h c

an

ale

rt t

he U

tilit

y w

hen

co

nsum

ption

occu

rs a

t th

e p

rop

ert

y pri

or

to th

e n

ew

custo

mer

sett

ing

up

a n

ew

wa

ter

acc

ou

nt.

On a

vera

ge

AC

WD

has o

ver

10,0

00 “

Mo

ve O

ut”

(M

VO

UT

) and

ap

pro

xim

ate

ly 5

,000

“M

ove

In”

(MV

IN)

pe

r

year.

T

oda

y, e

ach

respo

nse r

equ

ires

a t

ruck

roll

to t

urn

th

e w

ate

r o

ff /

on.

An A

MI

sys

tem

will

allo

w A

CW

D

to p

erf

orm

th

ese fu

nctio

ns

rem

ote

ly b

y obta

inin

g th

e o

ff o

r on

rea

d a

nd p

lacin

g th

e m

ete

r in

a “

virt

ua

l turn

off

” conditi

on.

An a

lert

is is

sued t

o A

CW

D w

he

n t

he p

rop

ert

y be

com

es o

ccup

ied

initi

ating

a c

all

to th

e

cust

om

er

or

trig

ge

ring

a f

ield

vis

it.

Curr

ently

there

are

tw

o m

ete

r re

ad

ers

de

dic

ate

d to t

hese s

pecia

l rea

ds

an

d in

vest

iga

tions. A

MI T

ech

no

log

y w

ill m

inim

ize

th

e n

eed

for

these f

ield

vis

its.

Imp

rove

d S

ys

tem

Dis

trib

uti

on

(D

S)

DS

1.5

2

P

ressu

re z

on

e

mo

nit

ori

ng

Mo

nitori

ng t

he p

ressure

in v

ari

ou

s p

art

s of

the s

yste

m c

ou

ld h

elp

opera

tors

bett

er

man

ag

e/

op

timiz

e w

he

n p

um

pin

g s

hould

occur,

ta

nk

leve

ls a

nd p

ote

ntially

identify

are

as w

he

re la

rge

red

uctio

n in

pre

ssure

co

uld

poin

t to

eith

er

larg

e w

ate

r d

em

and

or

wa

ter

ma

in b

rea

k.

AC

WD

has a

10 p

ressu

re z

on

es, w

ith z

one

1 b

ein

g the

larg

est serv

ing t

he m

ajo

rity

of

AC

WD

cust

om

ers

.

Som

e o

f th

e s

mall

pre

ssure

zo

nes (

with lim

ited s

tora

ge

capaci

ty o

r cost

ly s

ourc

e p

um

pin

g c

ost

s d

ue to

altitu

de)

would

lik

ely

bene

fit f

rom

additi

ona

l pre

ssure

monitori

ng.

DS

2

3

Dy

nam

ic W

ate

r

Ba

lan

ce

Wate

r u

tilitie

s are

ma

nd

ate

d to p

erf

orm

an a

nnu

al w

ate

r bala

nce (

AW

WA

Wate

r A

ud

it S

oft

wa

re)

to c

alc

ula

te n

on

-revenu

e w

ate

r a

cro

ss th

eir s

yste

m p

er

SB

-55

5. W

ith h

ourl

y A

MI con

sum

ptio

n

da

ta f

or

all

custo

me

rs,

this

typ

e o

f w

ate

r ba

lan

ce c

ould

be p

erf

orm

ed b

oth

more

acc

ura

tely

and

on

a m

ore

fre

que

nt

basis

, a

llow

ing u

tilit

ies to

iden

tify

and r

eact to

sig

nifi

cant

cha

ng

es in

no

n-

reven

ue w

ate

r perc

enta

ge.

Dyn

am

ic w

ate

r bala

nce

co

uld

be

imp

lem

en

ted

either

on

th

e e

ntir

e

sys

tem

or

just sm

alle

r m

ore

pro

ble

ma

tic p

art

s of th

e s

yste

m.

Curr

ently

a w

ate

r ba

lance

is p

erf

orm

ed o

n a

bi-m

onth

ly b

asis

. S

ourc

e d

ata

is r

ela

tive

ly a

ccu

rate

an

d t

imely

,

bu

t co

nsum

ption

is a

n e

stim

ate

pulle

d fro

m C

aye

nta

. S

ix m

onth

ly (

3 b

illin

g p

eri

od

s) a

re u

sed to

estim

ate

consum

ption f

or

the t

arg

et b

imon

thly

perio

d. T

his

pro

cess

can b

e im

pro

ved b

y h

avi

ng th

e a

bili

ty to

rep

ort

on

actu

al c

on

sum

ptio

n fo

r a g

ive

n p

eri

od. S

imp

lifyi

ng th

e c

on

sum

ptio

n d

ata

extr

act

wo

uld

lik

ely

allo

w

AC

WD

to p

erf

orm

the w

ate

r bala

nce

mo

re o

fte

n (

like

ly m

onth

ly)

or

be a

ble

to

pe

rform

a b

ala

nce

fo

r ce

rtain

pa

rts

of th

e s

yste

m id

entif

y zo

nes w

he

re w

ate

r p

rod

uctio

n h

as

incr

ease

d f

or

unknow

n r

ea

sons.

DS

6

3

De

tect

Back

flo

w

Even

ts

ICI custo

mers

oft

en

req

uire

ba

ckflow

de

tectio

n d

evic

es (

sin

gle

ch

eck

, dou

ble

check, re

duced

pre

ssure

dete

cto

r, e

tc.)

inst

alle

d o

n c

ert

ain

typ

es

of

wa

ter

serv

ices a

nd c

usto

mers

. O

nce

inst

alle

d, th

e d

evi

ces n

eed

to b

e teste

d a

nnu

ally

to e

nsu

re t

he

y co

ntin

ue

to o

pera

te c

orr

ectly.

AC

WD

has a

n a

ctiv

e c

ross

conne

ctio

n a

nd

ba

ckflow

pre

vention

testin

g p

rog

ram

. A

ltho

ugh

custo

mers

pa

y

for

the tests

, A

CW

D p

erf

orm

s th

e a

nnu

al t

ests

an

d s

en

ds the

resu

lts to t

he

custo

mer.

Where

de

vice

s a

re

no

t op

era

tional, th

e c

usto

mer

is r

equ

ire

d to

make t

he a

ppro

pri

ate

rep

air

s. A

CW

D follo

ws u

p w

ith th

ese

ALA

ME

DA

CO

UN

TY

WA

TE

R D

IST

RIC

T

3

Depe

nd

ing

on w

ho is r

esp

onsib

le f

or

test

ing

, th

e v

alid

atio

n p

rocess

ma

y b

e m

ore

diffic

ult. A

n

AM

I sys

tem

can m

on

itor

cert

ain

acc

ou

nts

to

en

sure

re

vers

e flo

w d

oes n

ot exceed

fo

rward

flo

w,

indic

ating a

back

flow

devic

e is

not o

pera

ting

co

rrectly

. T

hese a

lert

s/a

larm

s th

en a

llow

a w

ate

r

utilit

y to

mon

itor

an

d r

espo

nd

qu

ickly

to

ba

ckflow

even

ts.

cust

om

ers

once t

he r

ep

airs h

ave

been

com

ple

ted t

o r

ete

st th

e d

evi

ce.

AC

WD

has

app

roxim

ate

ly 8

00 s

ites

tha

t a

re te

sted p

er

year.

Ap

pro

xim

ate

ly 1

0%

to 1

5%

of

the

de

vices te

sted p

er

year

fail.

AM

I te

chnolo

gy

will

allo

w A

CW

D to

mo

nito

r th

ese c

usto

mers

fo

r back

flow

an

d th

en

respo

nd w

hen

a d

evic

e b

eco

mes d

efe

ctiv

e,

inste

ad o

f w

aiti

ng t

o t

he n

ext

annu

al in

spectio

n /te

st d

ate

to f

ind o

ut.

Th

is im

pro

vem

ent to

re

sponse t

imes

will

red

uce t

he r

isk o

f sys

tem

conta

min

atio

n.

DS

7

2

By

-law

en

forc

em

en

t

Oft

en b

y-la

w e

nfo

rcem

en

t is

depe

nde

nt o

n c

usto

me

r co

mpla

ints

or

utilit

y p

ers

onn

el dri

ving

thro

ug

h n

eig

hb

orh

ood

s to

iden

tify

custo

mers

who

are

in v

iola

tion o

f a

wate

r enfo

rcem

ent b

an.

AM

I te

chn

olo

gy

can a

llow

a w

ate

r u

tilit

y to

mo

nito

r cu

stom

er

con

sum

ptio

n a

nd h

ighlig

ht

those

who m

ay

be v

iola

ting

the

ban. T

ypes o

f w

ate

r re

str

ictions th

at

can b

e m

on

itore

d:

·

An

aly

ze o

dd /

even

ba

ns

·

Mon

itor

com

ple

te w

ate

r ban

Depe

nd

ing

on t

he f

ine

s is

sued

, th

is m

ay

incre

ase

utilit

y re

venu

es. R

epe

at off

en

ders

cou

ld a

lso

be

fla

gg

ed o

n a

sepa

rate

re

port

to m

ore

clo

sely

mon

itor

them

. S

tric

ter

en

forc

em

en

t du

rin

g a

dro

ugh

t e

vent cou

ld im

pro

ve c

on

serv

atio

n a

nd lea

d t

o r

eductio

ns in

wate

r sup

ply

exp

enses

du

ring

dro

ugh

ts.

Durin

g a

dro

ug

ht, w

ate

r re

str

ictio

ns w

ere

a p

art

of

AC

WD

’s o

vera

ll w

ate

r use r

ed

uctio

n p

rog

ram

in s

upp

ort

of

the

20

14 W

ate

r S

hort

ag

e E

merg

en

cy

Ord

ina

nce

(w

hic

h e

nde

d in

2016).

Bo

th o

dd/e

ven

, d

ay

tim

e a

nd

com

ple

te w

ate

r b

an

s w

ere

re

strict

ions

AC

WD

ne

ed

ed t

o e

nfo

rce

. D

uri

ng t

his

tim

e, th

ere

were

tim

es

whe

n 3

to 4

AC

WD

pe

rso

nne

l were

en

forc

ing t

he w

ate

r re

str

ictio

ns.

Th

ere

are

curr

en

tly

no

wate

r re

str

ictions in

pla

ce, h

ow

ever

duri

ng

a f

utu

re d

roug

ht

event

these a

dde

d A

MI

too

ls to

en

forc

e w

ate

r re

str

ictio

ns w

ou

ld b

e

very

ben

efici

al.

Nota

bly

, th

ere

is a

possi

bili

ty o

f le

gis

latio

n t

hat

would

re

qu

ire A

CW

D t

o e

nfo

rce w

ate

r use

restr

ictio

n.

Havi

ng

a t

ool t

o b

e a

ble

to a

ssis

t w

ith th

is r

eq

uire

ment w

ould

be b

ene

ficia

l.

DS

8

2

Pre

ssu

re

Mo

nit

ori

ng

fo

r

Cu

sto

mer

Co

mp

lain

ts a

nd

fire

flo

w

Pre

ssu

re r

ead

ing

s ca

n b

e ta

ken a

cro

ss a

wate

r sys

tem

on

a d

aily

(or

more

fre

quen

t) b

asis

. T

he

pre

ssure

read

ing

s w

ill e

ithe

r com

e fro

m a

pre

ssu

re g

aug

e o

r a n

on-m

echanic

al w

ate

r m

ete

r th

at

is c

om

patible

with th

e s

ele

cte

d A

MI

techn

olo

gy.

Pre

ssure

rea

din

gs

can

be u

sed f

or

a fe

w

pu

rposes:

·

Bett

er

resp

ond

to c

ust

om

er

pre

ssure

com

pla

ints

.

·

Mon

itor

pre

ssure

for

fire

pro

tect

ion

.

Tw

o a

rea

s w

here

pre

ssure

rea

din

gs w

ou

ld b

e b

en

efici

al:

1.

Custo

me

r C

om

pla

ints

: A

CW

D e

xperie

nced 1

53

pre

ssure

co

mpla

ints

in 2

017

; som

e p

ress

ure

readin

gs m

ay

he

lp r

ed

uce

or

be

tter

resolv

e t

hese t

ypes o

f co

mp

lain

ts.

2.

Fire f

low

mo

nito

rin

g: A

CW

D m

ust

ensu

re th

ere

is a

dequ

ate

pre

ssure

in a

ll pa

rts o

f th

e s

yste

m fo

r

fire

pro

tect

ion

. T

his

activ

ity

takes

two te

chnic

ians

1 o

r 2

da

ys a

week to

ch

eck

pre

ssu

re a

t

hyd

rants

.

DS

11

3

Wate

r D

em

an

d

Fo

reca

sti

ng

an

d

Hy

dra

uli

c W

ate

r

Mo

delin

g

Consu

mption d

ata

ca

n b

e u

sed w

ithin

a h

ydra

ulic

wate

r m

odelin

g s

oft

ware

. T

he g

ranu

lar

consum

ptio

n d

ata

pro

vid

es

a b

etter

un

ders

tandin

g o

n w

here

an

d h

ow

much w

ate

r is

co

nsu

med

with

in t

he

wate

r sys

tem

. T

his

data

ca

n a

lso

be u

se

d to c

om

pare

cu

stom

er

beha

vio

r chan

ges

ba

sed o

n w

ea

the

r.

Wate

r R

esourc

es

ana

lyze

s co

nsu

mptio

n p

atte

rns e

very

fiv

e y

ears

. T

he

y lo

ok a

t past

con

sum

ptio

n b

eha

vio

r

com

pare

d to

wea

the

r pa

ttern

s and t

hen p

erf

orm

a f

ore

cast

of

annu

al and

season

al co

nsum

ptio

n p

att

ern

s

ba

sed

on

gro

wth

pro

jectio

ns fro

m c

ities, w

eath

er

fore

casts

and e

xpecte

d c

ha

nge

s to

con

sum

ptio

n b

eha

vior

movi

ng f

orw

ard

. T

hese

ch

ang

es in

be

ha

vior

ma

y be d

ue to

low

flo

w d

evic

e t

ren

ds, expe

cted r

eba

te

pro

gra

ms, o

r lo

cal a

nd r

egio

na

l conserv

ation

eff

ort

s. A

CW

D u

ses a

ppro

xim

ate

d d

aily

co

nsum

ption p

attern

s

as d

ata

inp

uts

fo

r h

ydra

ulic

mo

delin

g t

o s

uppo

rt e

valu

atio

n o

f op

era

tiona

l an

d c

ap

ital i

mpro

vem

en

t

sce

nario

s. D

ecis

ion

s based

on h

ydra

ulic

mo

delin

g r

esults

are

oft

en la

rge d

olla

r valu

e e

xpen

diture

s (

CIP

item

s).

Eng

ineeri

ng lea

ds a

sys

tem

wid

e c

apacity

ana

lysis

eve

ry 1

0 y

ea

rs to a

id lon

g-t

erm

CIP

pla

nn

ing. T

hey

look

at

past p

eak, sum

mer

and a

vera

ge c

on

sum

ptio

n b

eh

avi

or

to id

entif

y capa

city

lim

itatio

ns w

ith r

eg

ard

to

Pro

ductio

n a

nd D

istr

ibutio

n s

yste

ms.

Accura

te h

ourl

y con

sum

ptio

n d

ata

will

als

o a

ssi

st the P

roje

ct an

d

Ma

inte

na

nce d

ep

art

me

nts

in m

odelin

g long-t

erm

outa

ges r

equir

ed t

o p

erf

orm

variou

s co

nst

ructio

n a

nd

main

tena

nce w

ork

. H

ourl

y consu

mptio

n d

ata

wou

ld a

llow

AC

WD

to b

ett

er

est

imate

daily

con

sum

ptio

n

pa

ttern

s fo

r u

se in

hyd

raulic

modelin

g.

Ho

url

y d

ata

will

als

o im

pro

ve t

he

an

aly

sis

of th

e influen

ce w

ea

the

r

an

d c

usto

mer

daily

ha

bits

have o

n w

ate

r u

se in

a m

uch

more

gra

nula

r b

asi

s,

wh

ich

will

im

pro

ve t

he

Dis

tric

t’s d

em

and

fore

cast

ing.

AM

I ho

url

y con

sum

ptio

n d

ata

will

pro

vide

a b

ett

er

unders

tand

ing t

hat

weath

er

has o

n w

ate

r con

sum

ptio

n b

eha

vior

tha

n th

e c

urr

ent an

aly

sis

wh

ich

is b

ased o

n b

i-m

onth

ly

consum

ption info

rmatio

n.

ALA

ME

DA

CO

UN

TY

WA

TE

R D

IST

RIC

T

4

Ref

Imp

ort

an

ce

Bu

sin

es

s D

rive

rs &

Des

cri

pti

on

AC

WD

En

han

ced

Cu

sto

mer

Se

rvic

e (

CS

)

CS

1

3

Reacti

ve U

se o

f

Leak

Dete

cti

on

Pro

vid

es the

utilit

y w

ith a

n im

pro

ved a

bili

ty t

o r

esp

on

d t

o c

usto

mer’

s hig

h-w

ate

r b

ill c

om

pla

ints

.

AM

I eq

uip

men

t in

clu

de

s a

lgo

rith

ms th

at d

ete

rmin

e a

co

ntin

uo

us o

r in

term

itten

t le

ak.

Diff

ere

nt

typ

es

of

yes/

no f

lags c

an p

rovid

e a

bill

ing a

ge

nt

with

in

dic

ation t

ha

t a lea

k has o

ccurr

ed a

t a

pro

pert

y. T

his

re

activ

e a

pp

roa

ch h

elp

s a

utilit

y be

tte

r serv

ice

its

custo

me

rs.

AC

WD

desire

s th

e a

bili

ty to

bett

er

ma

na

ge c

usto

me

r co

mp

lain

ts r

ea

ctiv

ely

. T

he le

ak

dete

ctio

n f

unctio

nalit

y w

ill

be

used t

o b

ett

er

resp

on

d to

cu

stom

er

who

have

hig

h w

ate

r b

ill c

om

pla

ints

allo

win

g A

CW

D to

pro

vide a

po

ten

tial re

aso

n f

or

the h

igh w

ate

r b

ill. A

CW

D w

ill b

e a

ble

to d

ete

rmin

e if it w

as a

co

ntinuo

us le

ak (

a le

ak in

the

toile

t ta

nk)

or

an e

vent th

at

was ju

st r

ela

ted

to

a c

ou

ple

spe

cific

date

s (f

illin

g t

he p

oo

l).

Ho

wever,

the

pre

fere

nce

is to

pro

vide

leak n

otif

ica

tion

s p

rio

r to

the

cu

stom

er

rece

ivin

g th

e b

ill (

pro

activ

e).

The p

refe

ren

ce

was to p

rovid

e c

usto

me

rs w

ith a

ccess

to s

etu

p th

eir

ow

n a

lert

s v

ia a

custo

mer

port

al o

r by

e-m

ail

to a

lert

the

cust

om

er.

CS

3

3

Pro

acti

ve

Lea

k

Dete

cti

on

Ale

rts

Pro

vid

e leak d

ete

ctio

n n

otif

icatio

n p

rior

to t

he w

ate

r b

ills b

ein

g s

ent

to t

he c

ust

om

er.

This

allo

ws

custo

mers

to

chang

e t

heir

be

ha

vio

r or

investig

ate

po

tentia

l lea

ks p

rior

to r

ece

ivin

g a

hig

h-w

ate

r

bill

. N

otific

ation o

f th

ese

events

can

be

pro

vide

d in

a n

um

ber

of

ways

:

· C

ust

om

er

port

al a

llow

cu

sto

mer

to:

o

vie

w t

heir h

isto

rical c

onsum

ptio

n

o

Set th

eir o

wn

ale

rt c

on

diti

ons

· E

-mail

notific

ation

· L

ett

ers

of

hig

h b

ill

· P

ho

ne c

alls

AC

WD

wan

ts to t

ake a

pro

activ

e a

ppro

ach

to le

ak n

otific

ations. N

otif

ica

tion o

f th

ese le

ak o

r hig

h c

onsu

mptio

n

events

will

inclu

de

a c

ust

om

er

po

rtal,

e-m

ail

no

tific

ation,

lett

ers

an

d p

ho

ne c

alls

.

CS

4

3

Cu

sto

mer

Co

nsu

mp

tio

n

An

aly

sis

Pro

vid

e c

usto

me

rs w

ith d

eta

iled c

on

sum

ptio

n d

ata

thro

ug

h a

custo

mer

port

al or

self-

help

kio

sk

locate

d in the

Util

ities c

ust

om

er

serv

ice a

nd b

illin

g d

ep

art

men

t. A

custo

me

r port

al fo

r acce

ss to

wate

r consum

ptio

n c

an inclu

de:

· A

llow

s fo

r consum

ptio

n c

om

pa

riso

ns to:

o

Oth

er

cust

om

ers

avera

ge c

onsum

ptio

n a

cro

ss the

sam

e p

erio

d

o

Com

pa

re a

cu

sto

mer

consum

ption to t

he

ir o

wn

fro

m a

pre

vious p

eri

od

· A

llow

the

cu

stom

er

to v

iew

and

acce

ss th

eir

co

nsum

ption t

hro

ugh

:

o

Gra

ph

th

e c

onsum

ptio

n

o

Ta

bula

te

o

Do

wnlo

ad c

onsum

ptio

n h

isto

ry t

o a

re

port

or

file

.

AC

WD

will

wa

nt to

pro

vid

e c

ust

om

ers

with a

cce

ss to

the

ir c

onsu

mptio

n h

isto

ry t

hro

ug

h a

Custo

mer

po

rtal.

A

single

custo

me

r sig

n-o

n is

pla

nn

ed a

s a p

art

of th

e E

BP

P p

roje

ct (

Invoic

e C

lou

d).

Furt

her

investig

atio

n is

require

d t

o s

ee

ho

w a

custo

mer

will

be d

ire

cte

d t

o a

n M

DM

custo

me

r po

rtal fo

r co

nsum

ption.

Curr

en

tly

there

were

over

27,0

00 c

ust

om

ers

who s

igne

d in

to the e

xis

ting c

usto

me

r port

al w

ith A

CW

D.

CS

5

3

Vac

ati

on

Mo

nit

ori

ng

Allo

w f

or

a c

ust

om

er

to s

et a

va

catio

n a

lert

that

will

tell

the

m if

wa

ter

is b

ein

g u

sed w

hen it

should

not

be

. T

his

would

be s

etu

p t

hro

ugh

a c

ust

om

er

po

rtal w

hic

h a

llow

s fo

r an

ale

rt t

o b

e

sent.

AC

WD

belie

ves

this

is

a v

alu

ab

le f

ea

ture

allo

win

g c

usto

mers

to m

on

itor

the

ir c

on

sum

ptio

n d

urin

g v

acation

or

if

the

pro

pe

rty

is v

aca

nt.

So

cie

tal B

en

efi

ts (

SB

)

SB

1

3C

usto

mer

Wa

ter

Co

nserv

ati

on

There

are

a n

um

be

r of

diffe

rent ty

pe

s of

wa

ter

con

serv

atio

n p

rog

ram

s th

at

focus o

n c

han

gin

g

custo

mers

’ wate

r con

sum

ptio

n b

eha

vior.

The t

ypes o

f pro

gra

ms th

at are

imple

men

ted

with

in a

util

ity

really

de

pen

d o

n t

he c

halle

ng

es fa

ced, custo

me

rs g

rou

ps

(resid

ential, c

om

merc

ial,

and

ind

ust

ria

l) a

nd

th

e t

ype

of

usage

th

e u

tility

is ta

rgeting

(in

doo

r usa

ge,

outd

oo

r usag

e).

AM

I te

chn

olo

gy

can

pro

mo

te w

ate

r co

nse

rva

tion b

y pro

vid

ing

info

rma

tion

to c

usto

mers

wh

ich

enab

les t

hem

to

ch

ang

e t

heir

be

ha

vio

r.

The g

reate

st b

enefit

that

AM

R a

nd

AM

I te

chnolo

gy

can

bri

ng

to

util

ity

dri

ven w

ate

r co

nserv

atio

n

initia

tive

s is

the a

bili

ty t

o ta

rge

t cu

stom

ers

meeting a

spe

cific c

onsum

ptio

n p

rofil

e a

nd t

o

AC

WD

has n

um

ero

us w

ate

r con

serv

ation

pro

gra

ms ta

rgete

d a

t spe

cific

cu

stom

ers

gro

ups a

nd t

ypes o

f usage

.

Th

ere

we

re 3

1 d

iffere

nt w

ate

r conserv

ation

initi

ative

s h

igh

lighte

d in 2

01

5-2

020

Urb

an W

ate

r M

anag

em

en

t

Pla

n. It

was a

com

bin

atio

n o

f re

bate

s for

devic

es

and b

eha

viors

mod

ificatio

ns

that

encoura

ged w

ate

r usag

e

reduct

ion

s and

pu

blic

ou

trea

ch.

Th

e D

istr

ict fe

els

that

AM

I te

chno

log

y co

uld

be u

tiliz

ed

in d

esig

nin

g a

nd

imple

men

ting

the

se p

rogra

ms to

en

sure

AC

WD

is d

ire

ctin

g c

onserv

ation r

eso

urc

es a

t th

e r

ight

pro

gra

ms a

nd c

usto

me

rs. E

nh

an

cin

g

conserv

ation w

ill o

ffse

t th

e p

ote

ntia

l nee

d to

de

velo

p fu

ture

, m

ore

expen

siv

e, w

ate

r su

pplie

s s

uch a

s re

cycl

ed

wate

r.

ALA

ME

DA

CO

UN

TY

WA

TE

R D

IST

RIC

T

5

Ref

Imp

ort

an

ce

Bu

sin

es

s D

rive

rs &

Des

cri

pti

on

AC

WD

measure

th

e a

ffe

cts w

ate

r conserv

ation

pro

gra

ms h

ave

on r

edu

cing w

ate

r co

nsu

mp

tion

. A

s a

resu

lt, p

rogra

m d

olla

rs c

an

be

be

tte

r ta

rgete

d a

nd

utiliz

ed

to

ward

s p

rogra

ms

that

are

pro

ven

to

be th

e m

ost e

ffect

ive.


Appendix E – Current Invoice Cloud and CSS System Architecture Diagram


Appendix F – Diagram of the Anticipated Interfaces with the Selected AMI System