REQUEST FOR PROPOSAL - New Westminster · 2015-04-22 · NWRFP-15-07 CORPORATION OF THE CITY OF NEW WESTMINSTER. 1.0 DEFINITIONS . 1. “Agreement” “Contract” “Services Agreement”

REQUEST FOR PROPOSAL

NWRFP-15-07

UTILITY BILLING SYSTEM – SUPPLY, CONFIGURE AND IMPLEMENT

Closing Time: Thursday, May 28, 2015

3:00 PM, Local Time, Vancouver BC

Closing Location: Main Reception Desk

City of New Westminster 511 Royal Avenue,

New Westminster, BC, V3L 1H9

COMPANY NAME

Address:

(including Postal Code)

Contact Name:

Telephone number:

Facsimile number:

Email:

Signature: by officer with express authority to enter into a contract Dated

Further requests for information : Purchasing: Roy Moulder, SCMP

Purchasing Manager Telephone: 604-527-4525 Facsimile: 604-527-4509

Email: [email protected]

Document #666321

Page 1 of 21

NWRFP-15-07

CORPORATION OF THE CITY OF NEW WESTMINSTER

TABLE OF CONTENTS

1.0 DEFINITIONS ............................................................................................................................. 3 2.0 INTRODUCTION ........................................................................................................................ 4 3.0 PROPOSAL INSTRUCTIONS ................................................................................................... 4 4.0 GENERAL CONDITIONS ......................................................................................................... 4 5.0 BACKGROUND, PROJECT DRIVERS AND EXISTING PROCESSES ............................. 6 6.0 IMPLEMENTATION SCOPE OF WORK ............................................................................. 13 7.0 ONGOING SUPPORT AND MAINTENANCE ..................................................................... 16 8.0 PRICING .................................................................................................................................... 17 9.0 PROPOSAL FORMAT AND PREPARATION ..................................................................... 17 10.0 TECHNICAL REQUIREMENTS ............................................................................................ 18 11.0 FUNCTIONAL REQUIREMENTS ......................................................................................... 18 12.0 INTERFACES ............................................................................................................................ 19 13.0 PROPOSAL EVALUATION AND SELECTION .................................................................. 20 14.0 GENERAL PROPONENT INFORMATION ......................................................................... 21 15.0 STANDARD TERMS AND CONDITIONS ............................................................................ 21 16.0 ADDITIONAL INFORMATION ............................................................................................. 21 Appendix A - General Proponent Information……………………………………………………….. 1Page Appendix B - Technical Matrix…………………………………………………………………….. 3 Pages Appendix C - Functional Matrix……………………………………………………………………54 Pages Appendix D - References……………………………………………………………………………..1 Page Appendix E - Pricing Matrix……………………………………………………………………….12 Pages Appendix F - Existing Electrical Utility Bylaw and Schedule of Rates……………………………41 Pages Appendix G - Living Wage Declaration.……………………………………………………………..1 Page

Document #666321 Page 2 of 21

NWRFP-15-07

CORPORATION OF THE CITY OF NEW WESTMINSTER 1.0 DEFINITIONS 1. “Agreement” “Contract” “Services Agreement” means the contract for services that will be issued

to formalize with the successful Proponent through negotiation process with the City based on the Proposal submitted and will incorporate by reference the Request for Proposals, any addenda issued, the Proponent’s response and acceptance by the City.

2. “City” “Owner” means City of New Westminster. 3. “Consultant” “Contractor” “Project Manager” means the person(s) firm(s) or corporation(s)

appointed by the City to carry out all duties, obligations, work and services first contemplated in the Request for Proposals and all associated documentation, which may also include mutually agreed revisions subsequent to submission of a Proposal. “Consultant” “Contractor” “Project Manager” and “Proponent” are complimentary in terms of duties, obligations, and responsibilities contemplated at the Request for Proposals stage, through evaluation process, execution, and performance of the Software Configuration and Implementation Services.

4. “EBS” means the City’s legacy electric utility billing system being replaced through this RFP process. 5. “Product” means, unless the context requires otherwise, any and all articles, goods, materials,

supplies, commodities, machinery, equipment and fixtures to be supplied by the Contractor that comprise a portion of the Services, but specifically excluding facilities, equipment and materials used or constructed to carry out the Services that are not incorporated permanently into the Services.

6. “Proponent” means responder to this Request for Proposal. 7. “Proposal” means the submission by the Proponent. 8. “RFP” ”Request for Proposal” shall mean and include the complete set of documents, specifications,

drawings, and addenda incorporated herein, and included in this Request for Proposal. 9. “Services” means and includes the provision by the successful Proponent of all services, duties and

expectations as further described in this RFP. 10. “Supply” “Provide” shall mean supply and pay for, and provide and pay for. 11. “Shall” “Must” “Will” “Mandatory” mean a requirement that must be met. 12. “UBS” means the utility billing system being sought through this RFP process.


NWRFP-15-07

CORPORATION OF THE CITY OF NEW WESTMINSTER 2.0 INTRODUCTION

The City is seeking Proposals from qualified, software providers for the configuration, implementation and support of a new utility billing system (UBS) to replace the current legacy electrical billing system (EBS) with a commercial off the shelf UBS application that can primarily meet the City’s Electric Utility needs as outlined in this RFP. The City is seeking the flexibility to, potentially, bill a variety of other metered and unmetered utilities on the same platform. These potential additional utility applications, if they come to fruition, would be phased-in over a number of years. Proponents will be required to provide implementation services including but not limited to: project management, data conversion, training, system installation and configuration and post live support along with ongoing support and maintenance. The overall system implementation services required are outlined in the preliminary Scope of Work section included herein. The final scope, cost and timing will be developed and defined in detail in the Statement of Work as a part of the contract negotiation process. 3.0 PROPOSAL INSTRUCTIONS

One hard-copy original (unbound) and six (6) hard copies (including all Appendices) should be submitted by the Proponent. One (1) electronic copy of the complete Proposal shall also be submitted on CD or USB drive (in Microsoft Word/Excel not PDF). All Proposals are to be submitted and clearly marked on the outside envelope or box as follows:

NWRFP-15-07 Utility Billing System – Supply, Configure and Implement

Attention: Purchasing Manager The City of New Westminster will receive Proposals at the location and time indicated on the title page of this Request for Proposal. It is the Proponent's responsibility to ensure that the City receives its Proposal prior to the stated closing time. The City may nevertheless choose to consider late proposals. The City does not accept facsimile, electronic mail, or other unsealed submissions. Requests for clarification or further information must be made in writing to the individual identified on the first page of this RFP. The City will respond to enquiries that it considers relevant to this RFP. The City intends to respond only to those written queries received at least ninety-six (96) hours prior to the closing Time. The City will record enquiries and post written responses on its website at City of New Westminster | Bid Opportunities | Business | Request for Bids & Proposals - Open 4.0 GENERAL CONDITIONS 4.1 NO CONTRACTUAL OBLIGATIONS AS A RESULT OF RFP OR PROPOSAL

This is a Request for Proposal, and not a call for tenders or request for binding offers. The City does not intend to enter into contractual relations as part of this RFP process and no contractual obligations whatsoever will arise between the City and any Proponent who submits a Proposal in response to this RFP until and unless the City and a Proponent enter into a formal, written contract for the Proponent to undertake this project.


http://www.newwestcity.ca/business/bid_opportunities/request_for_bids__proposals_-_open.php

http://www.newwestcity.ca/business/bid_opportunities/request_for_bids__proposals_-_open.php

NWRFP-15-07

CORPORATION OF THE CITY OF NEW WESTMINSTER 4.2 OWNERSHIP OF PROPOSALS AND FREEDOM OF INFORMATION

All documents submitted to the City in response to this RFP or as part of any subsequent negotiation will become the property of the City, and will not be returned. Proponents should also be aware that the City is subject to the provisions of the Freedom of Information and Protection of Privacy Act (FOIPPA) (“Act”). A Proponent may stipulate in their Proposal that a portion of their Proposal contains confidential information and is supplied to the City in confidence. However, under FOIPPA, the City may nevertheless be obligated to disclose all or part of a response pursuant to a request made under the Act, even if the Proponent has stipulated that part of the Proposal is supplied in confidence. The Proponent should review Section 21 and other provisions of FOIPPA in order to gain a better understanding of the City’s disclosure responsibilities under the Act. 4.3 CONFIDENTIALITY OF CITY INFORMATION

This RFP and all information provided by the City to Proponents is provided on a confidential basis, and Proponents will not disclose any such information to any person (other than the Proponent’s legal advisers) without the City’s prior written consent, nor may any Proponent publicize or advertise its involvement with this RFP process or the City in connection wherewith without the prior written consent of the City. 4.4 PROPONENT’S EXPENSES

For clarity, Proponents will be solely responsible for their own expenses incurred in preparing a Proposal or in any subsequent negotiations with the City. 4.5 CONTACTING CITY REPRESENTATIVES

Proponents shall not contact City elected officials, officers or employees directly or indirectly regarding this RFP, except as indicated in this RFP. 4.6 CONFLICT OF INTEREST

By submitting a Proposal, the Proponent confirms that neither it nor any of its officers, directors, employees or proposed subcontractors, has any financial or personal relationship or affiliation with any City elected official, officer or employee or their immediate families which might in any way create or be perceived to create a conflict of interest. 4.7 LIVING WAGE EMPLOYER

Effective January 1, 2011, the City of New Westminster became a “Living Wage Employer”. As such, the City has established a Living Wage Policy that requires all firms that are contracted by the City to provide services on City premises, to pay their employees, who perform said service on City property, a Living Wage as calculated by the Living Wage for Families Campaign. The current figure for the Lower Mainland is $20.10 per hour, assuming no benefits are provided by the employer. In order to determine an employee’s hourly rate with benefits the Living Wage for Families has created a Living Wage Calculator to assist with this determination. Please access the following website to determine your compatibility. http://www.livingwageforfamilies.ca/employers/living-wage-calculator/ The City includes in all its competitive bid documents a Declaration referencing the City’s expectations with regards to compliance of the Policy (attached as Appendix G). Completion and submission of the Declaration is required prior to Contract award.


http://www.livingwageforfamilies.ca/employers/living-wage-calculator/

NWRFP-15-07

CORPORATION OF THE CITY OF NEW WESTMINSTER In evaluating submissions, the City intends to rely on the Declaration provided by a Respondent and shall have no obligation or duty to investigate the truthfulness of the Declaration. Please review the City’s Living Wage Policy for further information. 5.0 BACKGROUND, PROJECT DRIVERS AND EXISTING PROCESSES 5.1 BACKGROUND: The City of New Westminster is one of the oldest incorporated cities in

western Canada. It is governed by an elected Council; comprised of a Mayor and six Councillors. In addition to the typical services provided by a city to its citizens, the City also provides electrical service to its residential and commercial citizens. City Council has appointed an Electric Utility Commission (EUC) to oversee the delivery of that service.

5.2 The current EBS has been in use for approximately 25 years and the City is looking to replace it due to technological obsolescence.

5.3 The City has approximately 32,600 active metered electrical accounts in place, comprised of

30,000 residential accounts, 2,500 commercial accounts and 100 internal City accounts. The residential accounts are billed bi-monthly, with approximately 15,000 of them being billed each alternating month. The commercial and internal City accounts are billed monthly. There are a small number of commercial accounts that are billed on either a flat dollar amount or a flat electrical consumption basis each month.

5.4 In addition to the current EBS, the City employs the Tempest Development Group’s Utility

Billing module for the purpose of billing its metered and unmetered water, sewer and solid waste utilities. The City also employs Tempest Property Taxation module for billing and collection of property taxes, Tempest Land module for maintaining its land and property ownership database, Tempest Cash Point of Sale (POS) module for customer payment entry and Tempest MyCity module as a customer self-service internet portal.

5.5 Itron Corporation FC200 handheld meter-reading devices and the Itron MVRS meter reading

system are used for collection of meter-reading data for all metered utilities. The City is currently considering its options for replacement of its inventory of electrical meters over the next two to three years with newer metering technology and at the same time replacing the Itron FC200 handhelds with some form of automatic meter reading (AMR).

5.6 The numbers of users that require access to the utility billing solution are as follows:

User Role Total Number of Users

Number of Concurrent Users

Customer Service 10 10 Billing 4 4 Collections 2 2 Service Orders 5 5 Meter Readers 3 3 IT 2 2 Meter Data Management 6 6

5.7 PROJECT DRIVERS:

The new solution must address the business driver for the replacement of the legacy EBS with an industry standard UBS. The capabilities of the current system have restricted opportunities to streamline and maximize efficiencies. There is an increasing demand for information and better reporting.


http://www.newwestcity.ca/business/living_wage_employer/living-wage-policy-and-declaration

NWRFP-15-07

CORPORATION OF THE CITY OF NEW WESTMINSTER 5.8 The City expects that the UBS solution will meet or exceed utility industry benchmarks for utility

operations and customer service. To meet these expected outcomes, the system must meet the following objectives: • Allow the City to take advantage of current technology, including improved customer

self-serve; • Embrace industry best practices and result in Business Process Reengineering; • Existing and future business staff will find the user interface (browser/windows) more

familiar requiring less time for new hires to become proficient on the system; • Technical staff can take advantage of a new industry standard platform for support and

customization; • Support future business needs without the need for extensive modification; • Utilize (to the greatest extent possible) Proponent provided standard interfaces for

integration with other internal and external applications; • Satisfy the reporting and data requirements of management; • Facilitate the City’s future migration to some form of automated meter reading (AMR) or

Advanced Metering Infrastructure (AMI); and • Allow for retirement of the existing EBS.

5.9 Key data and business processes or interfaces that must be supported by the new UBS solution:

• Customer and Premise Master Data • Meter Reading • Billing and Bill Print • Cash and Adjustment Processing • Security Deposits • Credit and Collections • Service Requests • Meter Inventory • Reporting • Customer Self Service

5.10 EXISTING PROCESSES: The following provides a brief overview of the City’s existing

processes: .1 Customer and Premise Master Data: • EBS staff create a new service address when a Connection Order is received from Electrical

Operations. • The Connection Order identifies the meter number, opening meter reading and the criteria

necessary to determine the rate code that applies to the service. • Based on the Connection Order, the appropriate services, charges and tax levies are

attached to the premise and appropriate start date assigned to each service, charge or tax levy.

• Each premise is assigned a seven-digit premise number. • Generally, there is only one meter assigned to a premise although occasionally there is

more than one meter. • The first two digits of the premise number identify the meter route or district where the

meter is located. • Each premise has a field for an eight-digit property tax folio number which is recorded and

maintained by the Tempest Land module. • Customer applications to commence or close an account or to change a mailing address are

received by telephone, fax, email and by online application (which creates an email to the EBS staff).


NWRFP-15-07


• Each customer at a premise is assigned a unique seven-digit customer number and a six-digit access code (used in combination to create a secure access to online inquiry).

• The first two digits of the customer number identify the meter route or district where the meter is located (same as the premise number).

• As new customers move in and out of a premise, a new customer number is assigned each time.

• For any periods of time when there is no application for service at a premise, an account is created in the name of the property owner as recorded in the Tempest Land module (except for short periods of time of less than 30 days and the consumption is below 100 kwh).

• There are 44 meter districts each with a combination of commercial and residential water and electric meters.

.2 Meter Reading: • Itron MVRS meter reading software and FC200 handheld meter reading devices are used

for reading water and electric meters. • A billing frequency code is assigned to each premise: a “1” for monthly-billed commercial

and internal City accounts, and a “2” for bi-monthly billed residential accounts. • A sequence number is assigned to each meter (water and electric) and the interface with

MVRS manages the proper sequencing of water and electric meters as each district is selected for reading as either a COMMERCIAL reading month (commercial and internal City meters only) or an ALL reading month (commercial, internal and residential meters).

• Each electric meter is assigned a code that defines the number of dials on the meter and whether it is a consumption or a demand meter, or both.

• If the meter reader encounters trouble with the meter an appropriate “Trouble Code” is recorded. If a reading can be obtained it is recorded, otherwise a “Skip Code” is entered.

.3 Billing: • Regular billing is done for each district when the meter reading for the district is

completed. • Select meters can be put on hold for a variety of reasons e.g., a check reading is needed

because consumption is out of a normal range. • Final billing can be done for an account at any time, on a daily basis for all accounts,

without regard to meter district. • The City’s Electric Utility Bylaw and the associated rate details are attached as Appendix F

and are available on the City’s website:

http://www.newwestcity.ca/database/files/library/Consolidated_Bylaw_6502_1998_Electric_Utility.pdf

i) Residential and some General Service rates are constructed using a fixed/flat monthly or bi-monthly basic charge and a volume charge (energy) using one, two or three tiers.

ii) Some General Service rates are constructed as above with an additional volume charge (demand) using up to three tiers

iii) Some General Service rates are constructed as above with an additional surcharge to increase the customer’s bill for electricity by a power factor surcharge in accordance with the table below. The amount of the surcharge determined shall be added to the minimum bill or the calculation of the bill under the Schedule of Rates, whichever is greater.




NWRFP-15-07

CORPORATION OF THE CITY OF NEW WESTMINSTER Lagging Power Factor as Determined by the City Less than 100% but 90 % or more Less than 90% but 88% or more Less than 88% but 85% or more Less than 85% but 80% or more Less than 80% but 75% or more Less than 75% but 70% or more Less than 70% but 65% or more Less than 65% but 60% or more Less than 60% but 55% or more Less than 55% but 50% or more Less than 50%

Nil 2% 4% 9% 16% 24% 34% 44% 57% 72% 80%

iv) All rates include a Rate Rider surcharge.

• Miscellaneous fees are added by manual adjustment for various services e.g., reconnection charges, new connection charges, etc.

• New Account charge is normally billed on the first bill of a new account, but the City may waive for various reasons.

• Charge proration is done for the basic charge if the billing period is longer or shorter than a normal 30 or 60 day cycle (e.g., new or final bill). The new account charge is not prorated.

• Rate proration is done if a rate changes between meter reading dates. • Rate proration is not done for the basic charge or the minimum charge if a rate change

occurs between meter reading dates. • The City does use deduct meters in some cases where a customer is entitled to a rebate

based on volume of demand or where subsidiary meters are included in head meter consumption.

• A few accounts are billed on either a flat dollar amount or a flat electrical consumption basis.

• Bills are printed on 8 ½ x 11 inch bill stock with a perforated remittance stub. • The account number is printed in a bar code font that can be scanned at the Tempest Cash

Point of Sale (POS). • The bill presents a graph of the customer’s billing history for the past 12 months. • For selected “Skip Codes” the bill presents a system-defined message to the customer. • A duplicate bill can be printed in a number of formats:

i) As originally printed; ii) As originally printed, but with current (corrected) name and mailing address; iii) As originally printed, but with owner name and mailing address instead of the

tenant’s name and mailing address; iv) With current (corrected) name and mailing address, revised to include payments

and adjustments since the last billing date; or v) With owner name and mailing address, revised to include payments and

adjustments since the last billing date • An e-Bill option is available and enrolment is at nearly 4% of the customer base.

.4 Cash Processing: • Tempest Cash Point of Sale (POS) software is employed for the purpose of receiving and

processing customer payments. o There are presently four payment centres with the vast majority of payments being

made at the City Hall location. o Tender options include cash, cheque and debit card. Credit card is currently not an

accepted tender option.


NWRFP-15-07


• A file of EBS customer and account information is passed to the Tempest database every night to allow EBS customer and account data to display at the POS.

• A file of various EBS fields is passed to the Tempest database every few minutes of every day to allow EBS data (e.g., collection status, payment arrangement, NSF cash only conditions, etc.) to display at the POS.

• A file of payments received and processed through the Tempest POS is passed to EBS every night to allow payments to update the EBS customer account file.

• The City’s lead bank provides Bill Payment Remittance Reporting and provides a daily data file containing details on payments accepted by most financial institutions: Canadian chartered banks, credit unions and most trust companies.

o EDI data file imported daily from the bank, directly into EBS. • The City provides a preauthorized payment plan to pay the full balance of the account on

the due date by preauthorized debit. o EFT data file created by EBS and transmitted to the bank four times per month (7th,

14th, 21st and 28th of each month). • Summary of payments by source:

o Approximately 68% of payments are received by EDI data file from the City’s lead bank.

o Approximately 21% of payments are received in the mail or at one of the payment centres and processed through Tempest POS.

o Approximately 11% of payments are received by the preauthorized payment plan.

.5 Adjustment Processing: • All adjustments are created and posted directly into EBS. • Adjustments are done in batch mode with list and view options available before posting. • The current EBS does not provide an “undo” option after an adjustment batch has been

posted. All adjustments are dollar amount adjustments.

.6 Security Deposits: • A security deposit is required for all commercial accounts equal to an estimate of three

months billing. • The amount of the security deposit is determined by a review of the historical consumption

at the premise. • If the security deposit is not paid at the time of application for service by the customer a

demand letter is delivered, with the threat of disconnection if not paid promptly. • The security deposit does not appear in the customer billing history file, it is maintained in

a separate file, referenced to the customer account. • If the service is in the name of the property owner the requirement for a security deposit is

waived. • The security deposit is refundable, at the customer’s request, if the account is kept current

for a period of one year. • Interest is paid once per year on any security deposit. • The security deposit is applied to the unpaid balance of any final-billed account and the

balance is refundable to the customer.

.7 Credit & Collections: • A new Collection Group is created every Friday based on the following criteria:

o Account is currently active; o Billing date is equal to or greater than 60 days; o Amount owing is over $45; and o Account is not currently in collection.


NWRFP-15-07


• A record is attached to the customer account that it is in collection with the deadlines for moving to the escalating levels of communication or disconnection.

• For accounts in the Collection Group, a First Reminder notice is mailed approximately 60 days after the billing date.

• For accounts in the Collection Group, a Second Reminder notice is mailed 10 days after the First Reminder was mailed.

• For accounts in the Collection Group, a Notice to Property Owner is mailed at the same time the Second Reminder is mailed.

• For accounts in the Collection Group, a Disconnection Notice is hand delivered 7 days after the Second Reminder was mailed.

• A record is attached to the premise that it is “Scheduled for Disconnection”. • A Disconnection List is printed for distribution to Customer Service Representative (CSR)

staff and appropriate field staff. • For accounts in the Collection Group, a Service Disconnection is done 1 day after the

Disconnection Notice was delivered. • A Disconnection List is prepared once each week after the Disconnection Notice has been

delivered. • When service is disconnected the “off” meter reading is manually recorded on the account

by CSR staff and the premise record of “Scheduled for Disconnection” is changed to “Power Cut”.

• At each progressive stage of communication, a record is automatically recorded on the customer’s Collection History file to identify for CSR staff what level the customer is currently at.

• Payment arrangements are recorded on the customer file and are visible to all CSRs. • New payment arrangements, new payments on account and new applications for service are

communicated by e-mail directly to CSR staff, to allow them to immediately inform field staff of changes to the Disconnection List.

• Some select active accounts are exempt from the collection process when they are in arrears – example common area meter in a multi-tenanted building.

• NSF cheques are charged back to the customer account by a process that puts the amount back onto the customer account by reversing the original payment, adds the appropriate NSF fee to the account and creates a mail-merge file to merge with an NSF letter to the customer.

• CSR staff can add NSF accounts to the disconnection list for the next available disconnection date if the account was in collection when the NSF cheque was tendered.

• For all closed accounts (both tenant or owner accounts) with an unpaid balance, a Statement of Account is mailed to property owner 30 days after final bill date.

• For closed accounts (tenant or owner accounts), and those select active accounts exempt from the collection process, with an unpaid balance at December 31 of any year, the balance is transferred to the property taxes of the owner on January 1st of the following year.

• The billed amount, and billing period of the last bill, for all accounts and any account balances owing are reported for property conveyancing purposes on a Tax Certificate. The Tempest Property Tax module produces the Tax Certificate.

.8 Service Requests:

• Service Requests for special meter readings at customer or staff request are initiated manually

• A report of Electrical Work Orders for final bill purposes is generated by the system based on defined criteria and printed on demand by the field staff.

• Final meter readings are entered manually into the system.


NWRFP-15-07


• EBS reports work required to correct “Trouble Codes” on a “Trouble Code Report”. • Work done by Electrical Operations to expand, remove or relocate services is

communicated by Operations to EBS billing staff by e-mail.

.9 Meter Inventory: • A purpose built Meter Data Tracking System is employed for the purpose of maintaining

all meter details including two previous addresses. • Searchable by Meter Number or Service Address.

.10 Reporting:

• Monthly Performance Statistics – monthly, YTD and Prior YTD: o # of Bills printed by type (Residential, Commercial, Internal) o # of Connections by type o Billed Consumption by type o Billed Revenue by type o Average Rate / kWh by type o # of New Connections o # of New Customer Applications o # of Routine Meter Changes o # of Meter Removals o # of First Reminder Letters o # of Disconnections for Non-payment o % Distribution of Payments between:

Cashier Paid at financial institutions Pre-authorized Debit

o Number of days between meter reading date and bill print date o Average $ Bill printed by type o Average Consumption by type

• Performance Statistics are presented: o Tabular form, and o Line graph

• Monthly A/R Listings • Period-end and Year-end G/L Sub-ledger balancing report • Batch Listings for all approved batch processes

.11 Customer Self Service:

• Online forms, including: Account Open / Close Request / Mailing Address Change o A system-generated email is sent to CSR staff when an online form is submitted.

• Tempest MyCity software provides customer self-serve access to online enquiry for Property Tax, Utility Billing (including EBS), Business License and Building Permit information

o Account Balance o Billing / Payment History o Duplicate Bill Copy o Meter Reading / Consumption History o Consumption Graph o Ebill / Paper bill selection

• Online access is secured by a combination of a unique customer number and a unique access code.

• Tempest e-Billing Module provides e-Billing processing of all utility e-Bills.


NWRFP-15-07


• The City provides the customer with limited tools to access the effectiveness of energy conservation efforts.

.12 Terms of Reference: • Any replacement UBS must provide the capability to assign each district, each premise and

each customer with a unique number identifier. It is not a requirement to continue the practice of imbedding the district number in the premise or customer number.

• The City does not currently employ AMR meter reading. The replacement UBS should provide the capability to accommodate any combination of manual meter reading and/or AMR meter reading.

• The current EBS does not provide an “undo” function if a billing error is discovered after the charges are posted. A replacement UBS should allow some form of “undo” capability.

• The City does not currently offer a budget billing option. Any replacement UBS should provide the capability for a fully functioning budget billing option.

• The City does not currently accept credit card payments as a payment option. Any replacement UBS should provide the capability to interface with a third party PCI compliant credit card payment processor.

• A replacement UBS should provide some form of “undo” function for adjustment batches. • The current EBS does not provide the ability to adjust consumption volume, so a replacement

UBS should provide the ability to enter a consumption adjustment and should automatically calculate and post the dollar value of the adjustment and any tax and surcharge adjustments.

• There is currently no requirement for a security deposit on residential accounts. Any replacement UBS should provide an effective and efficient method for managing security deposits for all customers, including the ability to calculate a deposit amount, bill it to the customer and receive and allocate security deposit payments by the customer appropriately.

• A replacement UBS should be able to provide a solution to track and maintain all the information for each meter and AMR devices needed to meet Measurement Canada requirements.

• Any replacement UBS should provide online customer energy audit tools to compare historical data and data of other ‘like’ customers.

• The City is seeking the flexibility to, potentially, bill other metered and unmetered utilities on the same platform. Any replacement UBS should provide the capability to manage the meter reading, billing and collection of a variety of utilities that may be phased-in over the next few years.

• The City encourages energy conservation through its Energy Save New West program. One of the program incentives that will be made available in the near future is the ability for customers to borrow from the City, in order to undertake certain pre-qualified home renovation projects. Any replacement UBS should provide the capability for on-bill recovery of these loan amounts and interest.

6.0 IMPLEMENTATION SCOPE OF WORK

6.1 The Proponent is required to supply the UBS software and the associated installation and configuration services and to provide ongoing support for the installed UBS solution. At least two years of historical data will be required to be converted from the legacy system to the new UBS solution. It will also be the Proponent’s responsibility to manage, pay for and resolve any issues with regard to any sub-consultants or other vendors that are used for this project.

6.2 The City will provide project management, technical resources and user resources to support the

successful Proponent’s implementation approach.


NWRFP-15-07

CORPORATION OF THE CITY OF NEW WESTMINSTER 6.3 The City requires an adequate period of Proponent post live support and the Proponent is required

to have on-site presence of project team members for a sufficient time after go live to stabilize the production environment and fix any issues that may arise.

6.4 The Proponent shall assign an experienced project manager. The City requires the project

manager to be on site as required and expects a sufficient amount of the project manager’s time to be dedicated to the project to complete the project within schedule.

6.5 The City’s Property Tax due date is July 2 and the City believes it would be imprudent to go live

with a new system during the two month period preceding and the two month period after the Tax due date. The optimum months for go live would be January through April or September through December and the City would like the Proponent to consider go live during these months.

6.6 Provide a narrative description of the proposed implementation approach, identifying key project

phases including, but not limited to, each of the Scope of Work requirements stated below. Include in your response a proposed schedule (e.g., Microsoft Project) with representative tasks and milestones, as well as a written overview of your schedule. In addition, please include a summary of City staffing recommendations in your proposal. Your implementation plan should address the following scope of work

.1 Project Management: The Proponent will be responsible for the installation, implementation and post go live support of the UBS solution. Activities include but are not limited to:

• work program management; • building and maintaining the project plan; • scope and change management; • issue and problem management; • cost and budget management; • Proponent personnel management; • environment design recommendations; • knowledge transfer of all aspects of the project; • reporting and project status management; • communication and document management; • risk management; • quality assurance of Proponent provided deliverables; and • quality control management.

.2 Software Installation: The Proponent will lead the installation of the UBS software on City supplied servers and will provide guidance and oversight to City Information Technology staff and document the implementation of the technology infrastructure necessary to operate the UBS solution.

.3 Gap Analysis: The Proponent will review and document all key processes including interface and modification requirements to ensure that the functional requirements of the City are met. The Proponent should identify those existing Business Processing Rules and associated workflows that require modification or automation based on industry best practices. As long as the City’s requirements are met, the City is willing to change existing BPR to improve efficiencies and minimize Product Enhancements.


NWRFP-15-07


.4 Configuration: Proponent will lead all configuration activities. Configuration will focus on meeting the City’s processing, business and workflow requirements. The primary method of meeting the City’s business requirements and processing will be through configuration rather than customization work. Knowledge transfer should occur to ensure that the City can configure the system in the future without requiring Proponent assistance.

.5 Technology Platform – Hardware/Servers: The Proponent should provide a comprehensive description of the hardware/server environment that will be required to achieve the City’s functional and performance requirements.

.6 Security: The Proponent will design, develop and test security roles for the UBS Solutions. The Proponent will ensure the necessary security for accessing the MyCity Web Portal is in place.

.7 Data Conversion: Proponent will be required to cleanse and convert two years of historical data from the EBS to the UBS solution. Cleansing deals with the identification of data in the legacy systems that needs to be cleaned in order to ensure that information loaded into the new UBS solution is accurate and will support processing within the new environment. The Proponent, working with the City, will be responsible for the extraction, transformation and loading of all converted data. To ensure all counts and dollars are accounted for in the conversion process, a balancing program will be developed and executed. Data from legacy systems will be converted to provide ongoing query capabilities and allow the elimination of the legacy applications. Data to be converted includes but is not limited to customer and premise master data, customer balance, billing transaction history, consumption history, meter reading history, collection history, comments history, and meter inventory.

.8 Reporting: Proponent will lead the modification, design and development of all new and standard reports within the UBS solution. The City expects unidentified reporting requirements to come up during implementation so a variety of queries and reports, outside of the standard UBS solution offering, are expected to be identified for design, testing, and delivery to the City. The system will be required to produce a number of different hard and electronic copy bill statements, invoices, notices, and other correspondence.

.9 Interfaces and Integration: Proponent will be responsible for developing interfaces with other City systems, including external firms. The City has identified a number of interfaces that will require the development of either a one-way or two-way interfaces between the UBS Solutions and the City’s other identified applications. The Proponent will be responsible for the maintenance of the customized interfaces. The Proponent will also ensure knowledge transfer so City Staff has the requisite knowledge to provide the “first-line” of support and minor modification to these interfaces in a production environment.

.10 Documentation: The Proponent will document all of the enhancements, plug-ins, reports, workflows and extensions that are developed during the course of this project so the City can modify and reinsert or reuse those enhancements as new releases and product versions are available.

.11 Training Services: Proponent will be responsible for on-site hands-on training of all core team members and end users. This service includes the development of training materials and training courses and the identification and training of users in all functional and technical processes supporting the new UBS solution. The Proponent should describe its recommended training approach for core team members and end users, including a description of courses, duration, training room requirements and training materials.


NWRFP-15-07


.12 Testing: The Proponent will provide test plans to assist the City with testing the system and will provide complete test management services including: test script development, test execution, testing support, tracking test results, defect tracking and test status reporting. Data Conversion Testing includes data conversion balancing. System Integration Testing ensures that the new UBS solution will work with the enhancements that have been made to the system. As part of the testing phase the Proponent should assess the City’s readiness to implement and operate the system successfully.

.13 Go-Live: The Proponent is required to be on-site for go live. The Proponent will ensure that the system is in balance prior to Final Acceptance by the City of all components of the system. The Proponent, in conjunction with the City, will provide a work plan and schedule covering the go live event and subsequent support activities to support the transition from the EBS to the new UBS solution.

.14 Post-Live: The Proponent will provide services to ensure a smooth transition from the development project to production operation and ongoing support of the UBS solution. The Proponent is required to provide the necessary period of post live support to stabilize the new UBS solution in the production environment and to resolve any production related issues that may arise. A successful stabilization period shall occur prior to Final Acceptance.

6.7 Provide a written description of the tools used to manage product schedules, communication and risk. Provide a sample project plan that includes major tasks for a UBS project similar in scope to this project.

6.8 Provide a written description of the process for creating, communicating, managing and completing Change Orders. Provide an example of when a change order requested by a client, the Proponent, along with the client team, was able to provide the required functionality without the need for the Change Order.

6.9 Provide a written description of the methodology to ensure that issues are resolved in a timely manner.

6.10 Describe the proposed project team complete with brief resumes, describe each person’s role in this project and their qualifications and experience.

7.0 ONGOING SUPPORT AND MAINTENANCE

Include as part of your submission responses to the following:

.1 Standard Support Hours (PST):

.2 Non-Standard Support: Does the Proponent offer support outside the standard support hours? If yes, what are the hours and what is the additional cost (if any)?

.3 Annual Support and Maintenance Fee: Describe the services provided by the Proponent as part of the annual support and maintenance fee.

.4 Updates, Upgrades and New Releases: • How often are software updates and upgrades released? • Are these available to all customers as part of their annual support fee? • How does Proponent ensure modifications and interfaces are functional with each

product update? • Is there an additional fee charged to re-apply the City modifications and interfaces so

that they remain functional with each update? If so, what is the cost that the City should expect to pay with each update or upgrade?

• How long does the Proponent support a product version? • Describe the upgrade process.


NWRFP-15-07


.5 Ongoing Support Issues: • How does the City report and track ongoing production related issues with the

Proponent? • What are the response times for reported issues? • Describe your escalation process for support issues. • Describe any on-line forums or customer web support/service available to the City.

8.0 PRICING

Using the attached Appendix E, Pricing Matrix, provide your price for each of the line items. The City understands that additional good-faith negotiations will occur prior to contract finalization. If an item in the Pricing Matrix is not applicable to your cost proposal, fill in N/A.

ITEMIZATION IS MANDATORY. DO NOT PROVIDE A SUMMARY COST OR REFER US TO

YOUR STANDARD PRICING SHEET. State all of your assumptions. Expenses may be estimated but must be reflective of the required scope of work. If your proposed solution offers more than one option in a given area, provide detail for each option. In the “Explanation” cell, list or summarize what is provided by your solution (e.g., software name and version, list of modules, or “labour”, etc.) All expenses should be included in the fixed, lump sum fee proposal, including all cost associated with fax, photocopier and long distance telephone calls; all documentation required to respond to Request For Information submittals; all documentation required to address day to day management of the implementation of the Proposal; all indirect (or overhead) expenses incurred including local travel expenses; all costs associated with the necessary insurance coverage including professional liability insurance. 9.0 PROPOSAL FORMAT AND PREPARATION 9.1 Proposals should be double-sided on 8-1/2” x 11” white paper, in a font colour of black and not

less than 11 point.

9.2 The City currently employs a SQL Server 2012 environment and would prefer to continue on that platform, subject to a solution proposal that is Cloud based. Any Proponent proposing both a SQL Solution and a Cloud Solution should provide two separate Proposals.

9.3 The City requires that a Proposal be formatted into the following sections;

Title Page Identify RFP number, RFP name, name of Proponent, address.

Table of Contents As outlined below. Section 1: Transmittal Letter Limit of two (2) pages. To be signed by an

officer of the company authorized to commit the organization contractually. Identify primary point of contact including name, email, and phone number. Confirmation that Proposal is valid for 120 days from Proposal Due Date.

Section 2: Executive Summary Maximum of five (5) pages Section 3: General Proponent Information As described in Section 14 of the RFP

Complete Appendix A


NWRFP-15-07


Section 4: Technical Requirements As described in Section 10 of the RFP Complete Appendix B

Section 5: Functional Requirements As described in Section 11 of the RFP. Complete Appendix C

Section 5: Interfaces As described in Section 12 of the RFP. Section 6: General Conditions As described in Section 4 of the RFP.

Complete Appendix G. Section 7: Implementation Scope of Work As described in Section 6 of the RFP. Section 8: Ongoing Support & Maintenance As described in Section 7 of the RFP. Section 9: Pricing As described in Section 8 of the RFP.

Complete Appendix E. Section 10: References As described in Section 9.4 of the RFP

Complete Appendix D. Appendix H: Addendum Copy of signed addendum acknowledging receipt

of Addenda (if issued). Appendix I: Sample Contract As described in Section 16 of the RFP. Appendix J: Annual Reports As described in Section 14 of the RFP. Appendix K: Additional Information As described in Section 17 of the RFP.

9.4 In addition to the substantive Proposal requirements identified in this RFP, the following are considered key content that should be included as part of the Proponent’s Proposal:

.1 A brief outline of the Proponent’s understanding of the project;

.2 A proposed fee in the form of Appendix E, Pricing Matrix;

.3 Names of three references of municipal clients who have undertaken similar work per Appendix D; and

.4 A statement of commitment to undertake the contract and provide the staff and support necessary to complete the requirements of this RFP on time and on budget.

10.0 TECHNICAL REQUIREMENTS

11.0 Technical Matrix Please provide concise yet complete answers to each of the questions contained in Appendix B, Technical Matrix. If a Proponent chooses not to respond to a question, type “N/A” and explain why it is “not applicable”. A response may encompass more than one question; however, if it does, clearly identify which questions are being addressed. You may include diagrams, examples, charts, etc.

12.0 FUNCTIONAL REQUIREMENTS 12.1 Functional Matrix

The Proponent is to complete and return Appendix C, Functional Matrix, in Microsoft Excel format.

12.2 Response to Functional Matrix

Proponent must indicate a Response Code for each requirement, as outlined below. If the requirement is supported through a City paid enhancement, Proponent must include the cost of the enhancement in their Pricing Matrix.

Response Codes:

A. Standard Functionality: Functionality available in proposed version of the software.


NWRFP-15-07


B. This functionality will be available for testing and will be provided by way of enhanced functionality available in a future update or existing code in use by other customers.

C. Not currently available. Product will be enhanced by Proponent at no cost to the City. D. Not currently available. Product will be enhanced by Proponent for a fee to be paid by the

City. Cost of enhancement included in the Pricing Matrix. E. The Proponent will not be able to deliver this requirement and it is not included in the

Proposal.

The Proponent shall provide an explanation for each and every functional requirement that has restrictions, limitations or needs clarification. The Proponent shall provide an explanation of each item that is not a part of the “Baseline” application and requires a custom code for the base application by describing the work to be completed in detail. Explanations should be concise including work to be performed, purpose of work, and risks associated with the work. Use a separate sheet of paper for explanations if needed and simply indicate on the “Comments” line a Reference Item Number corresponding to the item on your additional sheet(s) so that it can be easily found during the scoring process. Any additional work or additional time needed for configuration of complex items should be reflected in the project plan time line.

13.0 INTERFACES

The UBS must be able to integrate with existing applications (shown below) and allow for flexibility to integrate with new technology for future business improvement goals.

No Existing Systems Application/Vendor

Description Direction Real Time vs. Batch

Existing Interface

1 JDE General Ledger Summary entries from UBS posted to GL on a daily basis. Refund cheques passed to Accounts Payable for processing and printing

One Way – UBS to JDE GL

Batch Yes

2 JDE Accounts Payable Customer name and address information exported from UBS to JDE Address Book.

One Way – UBS to JDE AP

Batch No

2 Esri ArcGIS Display property selection on a map

Two Way – UBS to GIS and GIS to UBS

Real Time

No

3 ScotiaConnect

Import bill payment data from bank Export pre-authorized debit data to bank

Two Way – Bank to UBS and UBS to Bank

Batch Yes

4 Itron MVRS 8.4 Meter Reading software

Export meter data to MVRS Import meter readings from MVRS

Two Way – UBS to MVRS and MVRS to UBS

Batch Yes

5 Tempest CASH Release 7.2

Export customer and account balance, account number and customer comment information to Tempest Import payment

Two Way - UBS to Tempest and Tempest to UBS

Batch, as close to Real Time as possible

Yes


NWRFP-15-07


14.0 PROPOSAL EVALUATION AND SELECTION

.1 The City will evaluate all submitted valid Proposals. The object of the evaluation and

selection process is to identify the Proposal that, in the City’s opinion offers the best value for the products and/or services requested.

.2 The City is not obligated to accept the lowest or any Proposal, and may reject all

submissions. .3 The City has the absolute right to accept or reject any Proposal for any reason, to waive any

minor informality or irregularity in any Proposal, to negotiate with any Proponent or Proponents, to evaluate the Proposals in accordance with all information submitted by the Proponents or to abandon the RFP at any stage for any reason.

.4 There shall be no obligation on the part of the City neither to receive further information,

whether written or oral, from any Proponent nor to disclose the nature of any Proposal received.

.5 The City at its discretion may negotiate changes to the scope of work with any one or more

Proponents without having any duty or obligation to advise any other Proponent(s) or to allow them to vary their Proposal(s) due to changes to the scope of work.

.6 The City at its discretion may make a site visit to some or all Proponents, or interview some

or all Proponents, to provide clarifications of their Proposals. In such event, the City will be entitled to consider the information received in the site visit or interview in evaluating Proposals.

.7 The City may award the Contract to the Proponent whose submission, in the City's sole

discretion, provides the best overall value to the City for the work. In evaluating the overall value to the City for the work in respect of each submission received, the City, in addition to price, will have in mind its critical goals of obtaining a best overall value to the City.

.8 In evaluating overall value, the City may consider, without limitation, price, qualifications

and past experience of Proponents, availability of necessary work forces and other resources, proposed methodology and schedule for completing the work, ability to meet functional and

information from Tempest

6 Tempest LAND Release 7.2

Import property address, owner name and mailing address, and Tax Folio number from Tempest.

One Way - Tempest to UBS

Batch Yes

7 Tempest TAX Release 7.2

Export balance of unpaid accounts to Taxes in Arrears

One Way - UBS to Tempest

Batch Yes

8 Tempest MYCITY Release 7.2

Export customer account information to Tempest

One Way - UBS to Tempest

Batch Yes

9 OpenText DM Document Management

Link/attach accounts to documents in EDMS

Two Way - UBS to EDMS and EDMS to UBS

Real Time

No


NWRFP-15-07


technical requirements, completeness of Proposal, product demonstration, references and the past performance of Proponents on similar projects in respect of quality of work, timeliness of work, costs of contract administration to the owner of the project, and costs associated with claims for extras in respect of the project. In this regard, considerations other that price may be of greater weight in the City's evaluation of submissions received.

15.0 GENERAL PROPONENT INFORMATION

15.1 Proponent to complete all sections of Appendix A, General Proponent Information related to the

Proponent and if applicable any subcontractors used in the completion of the Proposal. 15.2 Proponent to include copies of Annual Report and Audited Financial Statements for the past two

years for the Proponent and any subcontractors used in the completion of the Proposal.

16.0 STANDARD TERMS AND CONDITIONS

Proponent is to include a sample of their standard software license, implementation services and annual support agreements.

17.0 ADDITIONAL INFORMATION

Proponent can optionally provide any additional information that they feel will differentiate their Proposal.


Documents

REQUEST FOR PROPOSAL - New Westminster · 2015-04-22 · NWRFP-15-07 CORPORATION OF THE CITY OF NEW WESTMINSTER. 1.0 DEFINITIONS . 1. “Agreement” “Contract” “Services Agreement”