HomeMy WebLinkAboutAddenda - RFP - 7293 AMI END POINT INSTALLATION SERVICESADDENDUM No. 1
SPECIFICATIONS AND CONTRACT DOCUMENTS
Description of BID 7293: AMI End Point Installation
OPENING DATE: 3:00 PM (Our Clock) November 3, 2011
To all prospective bidders under the specifications and contract documents described
above, the following changes/additions are hereby made and detailed in the following
sections of this addendum:
Exhibit 1 – Sections 11-25 from the RFP Document in Microsoft Word Format
Please contact Opal Dick, CPPO, Senior Buyer at (970) 221-6778 with any questions
regarding this addendum.
RECEIPT OF THIS ADDENDUM MUST BE ACKNOWLEDGED BY A WRITTEN
STATEMENT ENCLOSED WITH THE BID/QUOTE STATING THAT THIS ADDENDUM
HAS BEEN RECEIVED.
Financial Services
Purchasing Division
215 N. Mason St. 2nd Floor
PO Box 580
Fort Collins, CO 80522
970.221.6775
970.221.6707
fcgov.com/purchasing
11 Financial Background
11.1 Offeror shall provide the name of Offeror (include address) submitting the proposal to which
Fort Collins Utilities will engage in the contractual obligations. Please also provide the name
and contact information for a single point of contact (include phone, email, address and fax).
Response:
11.2 Offeror shall list all affiliates of the contracting entity including subsidiaries, parent
Company(ies), and all other subsidiaries of the parent Company(ies). An entity is a parent if it
directly (or through intermediate entities) owns or controls at least 10% of the stock (or
analogous voting interests) of another company. An entity is a subsidiary if it has one or more
parents.
Response:
11.3 Offeror shall provide a chart of all ownership relationships from the parent company through all
direct and indirect subsidiaries of the contracting entity.
Response:
11.4 Offeror shall provide copies of its audited annual financial statements for the two most recently
completed fiscal years, and the most recent quarterly financial statements available at the time
of submission of the response.
Response:
11.5 Offeror shall list all major investments in the last two years relative to asset acquisition, capital
infrastructure upgrades, etc., as it relates to the scope of this RFP.
Response:
11.6 Offeror shall state its Company’s relevant assets (in dollar value) as
they relate to the scope of this RFP.
Response:
11.7 Offeror shall provide its most current financial ratings from Moody's. Please identify any
changes in ratings in the last two years, providing explanations for any changes.
Response:
11.8 Offeror shall provide the most current financial ratings from S&P. Please identify any changes
in ratings in the last two years, providing explanations for any changes.
Response:
11.9 Offeror shall provide a history of all sale, merger, and/or acquisition activity in the past 10 years
which altered the financial ownership of the Bidding entity. Please provide an explanation of
each change in ownership and how it affected the assets or resources related to this RFP.
Response:
11.10 Offeror shall provide any disclosable activity or involvement in sale, merger, or acquisition
activity that could alter the ownership structure of the Bidding entity as it relates to this RFP.
Response:
11.11 Offeror shall indicate if it has ever filed for bankruptcy. If yes, please provide the date of filing
and the disposition.
Response:
11.12 Offeror shall provide its Dun and Bradstreet number and a current ratings report.
Response:
11.13 Offeror shall provide its Tax Identification Number (TIN).
Response:
11.14 Offeror shall describe how it anticipates meeting the financial obligations and resource
requirements of this project, including access to short-term unsecured indebtedness.
Response:
12 Offeror’s End Point Installation Experience and Capacity to
Deliver
12.1 Describe your prior experience installing end points inclusive of electric meters, gas modules,
and communication modules for water meters.
Response:
12.2 Provide a table of all installations of AMI Pilots/Trials for utilities in North America (deemed to be
contiguous installations of less than 5,000 meters and/or modules). For each Pilot/Trial project,
provide details of the deployment including:
12.2.1 The utility.
12.2.2 The number of end points installed, broken down by the number and type of electric
meters installed, gas modules installed and water modules installed.
12.2.3 The types of AMI, AMR and DR/DSM technologies deployed.
12.2.4 The status of Pilot/Trial and if and why a determination to proceed to a wider
deployment has OR has not been made.
Response:
12.3 Provide a table of all installations of large scale AMI deployments for utilities in North America
(deemed to be contiguous installations of greater than 10,000 meters and/or modules). For
each large scale program, provide details of the deployment including:
12.3.1 The utility.
12.3.2 The number of end point installations planned. Provide a breakdown of the number and
type of electric meters, gas meters, and water module installations planned.
12.3.3 The number of end points actually installed to date. If cited deployments are currently in
progress please provide details regarding major deployment milestones, and expected
completion.
12.3.4 A breakdown of the number of end points installed to date by the quantity of electric
meters installed, gas modules installed and water modules installed.
12.3.5 The peak and average installation rate per day achieved, excluding initial ramp up and
end-of-deployment ramp down. Provide separate data for electric, gas and water.
12.3.6 The average installs per day achieved for a typical single-phase and polyphase
installer.
12.3.7 The average installs per day achieved for a typical water communications module
installer, broken down by: a) Outdoor pit; b) Outdoor Remote/wall mount; and c) Indoor
Remote/wall mount.
12.3.8 The types of AMI, AMR and DR/DSM technologies deployed.
12.3.9 The percent installation is complete and anticipated completion date.
Response:
12.4 From the above list of all deployments please provide at least three (3) verifiable references,
and all relevant contact information. References should address electric meter installation,
water module installation, and gas module installation experiences. Fort Collins intends to
contact these references. Fort Collins reserves the right to request additional references.
Response:
12.5 Is your firm currently pursuing legal action against another entity related to AMI or AMR
technology installation? Is your firm currently defending itself against legal action related to
AMI or AMR technology installation? Please provide details about either scenario if applicable.
Response:
12.6 Identify which of your cited previous end point installation experience you deem to be the most
closely comparable in scope, requirements, and capability to Fort Collins’ identified needs as
described in this RFP.
Response:
12.6.1 Describe why you believe this experience is directly comparable and if none of your
cited previous experience is directly comparable, please describe your plan to meet
Fort Collins’ deployment plan and quantities as described.
Response:
13 End Point Installation Services Overview
13.1 Fort Collins understands that it is important to provide the Offeror with the ability to tell its story
in an unconstructed fashion to ensure that the Offeror can communicate key issues and ideas
that may not be easily communicated within the rigid confines of the questions of this RFP. The
Offeror is encouraged to provide Fort Collins with a concise and comprehensive overview of its
End Point Installation services, focusing on its ability to leverage its services to successfully
support Fort Collins in its Smart grid project. The Offeror’s response to this section shall use no
more than 4 pages. The Offeror should not waste this space with sales or marketing materials
but remain focused on why it should be chosen to assist Fort Collins.
Response:
14 Project Delivery
14.1 Project Management & Support
14.1.1 Project Management & Delivery. Offeror shall provide Project Management and
technical support for delivery of all aspects of its services throughout all phases of
project from contract signature through final system acceptance. Such Activities shall
include, but may not be limited to:
14.1.1.1 Hiring the installation team.
Response:
14.1.1.2 Managing and running installer training & safety programs.
Response:
14.1.1.3 Responsibility to assure all employees meet the qualifications and requirements
contained in this RFP.
Response:
14.1.1.4 Manage field deployment activities.
Response:
14.1.1.5 Develop and manage the detailed route saturation plan.
Response:
14.1.1.6 Field deployment of all electric meters and water modules with its employees.
Response:
14.1.1.7 Manage field deployment quality and perform quality audits.
Response:
14.1.1.8 Manage inventory control processes for all materials provided by Fort Collins.
Response:
14.1.1.9 Manage work order scheduling, completion, and work order data integrity.
Response:
14.1.1.10 Manage Offeror’s customer Call Center.
Response:
14.1.1.11 Coordinate customer contact program.
Response:
14.1.1.12 Manage customer claims administration.
Response:
14.1.1.13 Coordinate electric meter and water module deliveries at its cross docks
and/or warehouses.
Response:
14.1.1.14 Manage Work Order data collection, validation and transfer of data to Fort
Collins.
Response:
14.1.1.15 Manage Work Order data exception processing and investigations; Fort
Collins will have CIS/MDMS update responsibility for exceptions.
Response:
14.1.1.16 Provide materials forecasts and coordinate with Fort Collins the delivery of
new electric meters and water AMI communications modules to meet Project
requirements.
Response:
14.1.1.17 Provide periodic reporting of project progress against the Project Plan.
Response:
14.1.2 Methodology. Offeror shall describe its project management, solution delivery
methodology and processes required to meet Utility’s AMI project requirements and
schedule. Offeror’s description shall include its recommended approach.
Response:
14.1.3 Ramp. Offeror shall describe in detail its’ production ramp up process for delivery of
the End point Installation services and discuss any issues that could negatively or
positively impact the installation schedule for the proposed full service territory
implementation.
Response:
14.1.3.1 Project Plan. Offeror shall provide an initial project plan articulating all significant tasks,
specific time durations, key dependencies and resources, starting with contract execution
and ending at 100% conversion of all meter routes to automated billing, and acceptance by
the Utility.
Response:
14.1.3.1 Upon award, Offeror may be required to format key elements of its project plan
so as to be consistent with Fort Collins Project Execution Plan (PEP) that it has
established with the DOE as part of its SGIG contract.
Response:
14.1.4 Staffing Plan. Offeror shall provide a monthly breakdown of the expected workforce it
requires to support the electric and water installation “run rates” as described in
Appendix G – AMI Electric & Water Deployment – Initial Plan. Offeror shall also
indicate the average and peak number of installers and supervisors needed during
deployment. Offeror is requested to fill in the highlighted cells in Appendix G.
Response:
14.1.5 Coordination. Offeror shall assist Utility in coordinating the project activities
associated with deploying the AMI system.
Response:
14.1.6 Project Team. Offeror shall provide a summary of its proposed project team, and
include an organization chart showing the team's structure.
Response:
14.1.6.1 For each of the key positions on this project team, provide a brief job description,
including that team member's roles and responsibilities.
Response:
14.1.6.2 Provide resumes for persons that Offeror may assign to key project team
leadership positions.
Response:
14.1.6.3 Describe the Offeror's corporate support organization that will provide support to
this project team.
Response:
14.1.6.4 Describe the competitive advantages of the Offeror's proposed delivery team.
Response:
14.1.7 Project Planning Support. Offeror shall assist Utility in developing and maintaining the
overall project plan including project schedule, resource requirements, task
interdependencies, major milestones, and checkpoints, etc.
Response:
14.1.8 Pre-Deployment Activities. Offeror shall participate in pre-deployment workshops and
planning activities as are necessary to establish the business processes, operating
process and other necessary preparation as is required to execute the Offeror’s
services as defined in this RFP. Such activities will include, but may not be limited to:
14.1.8.1 Definitions and specification of data files and transfer mechanisms.
14.1.8.2 Specific Fort Collins procedure and policy review.
14.1.8.3 Work flow review.
14.1.8.4 Communication plans (Customer and Project team members).
14.1.8.5 Offeror Call Center policies.
14.1.8.6 Uniform and identification guidelines.
14.1.8.7 Safety, PPE and Tool review.
14.1.8.8 Review of Installation Processes.
14.1.8.9 Claims process.
14.1.8.10 Project reporting definition and tracking requirements.
14.1.8.11 Warehousing and facilities.
14.1.8.12 Inventory receipt and management.
14.1.8.13 Scrap meter and sample meter testing support.
Offeror shall indicate its compliance with the preceding requirements.
Response:
14.1.9 Monitoring and Control. Offeror shall implement and maintain the monitoring and
control systems, processes and metrics needed to successfully achieve all aspects of
its services as defined in this RFP. Specific requirements are also listed below.
Response:
14.1.10 Project Plan. Offeror shall provide and maintain a detailed project plan articulating
all significant tasks, milestones and key deliverables; including specific time durations,
key dependencies and resources, starting with contract execution and ending at final
system acceptance and turnover to Fort Collins. This Plan shall be consistent with the
established Project Milestones as defined by Fort Collins in Appendix G – “AMI Electric
& Water Deployment – Initial Plan”.
Response:
14.1.11 Installation Targets. As part of the contract execution, the Offeror’s project plan
shall commit to monthly and cumulative installation targets for each operating area,
commit to closing dates for each geographic territory, and provide all resources and
support equipment to meet or exceed the targets. Offeror’s plan shall be consistent
with the established volumes and timeframes as defined by Fort Collins in Appendix G
– “AMI Electric & Water Deployment – Initial Plan”.
Response:
14.1.11.1 In the event of schedule delay caused by others, Offeror shall describe how it will
develop a corrective action plan to bring the schedule into compliance.
Response:
14.1.11.2 In the event that a schedule is delayed due to Offeror’s lack of execution,
Offeror shall describe how it will develop a corrective action plan to bring the
schedule into compliance including additional resources and working significant
overtime.
Response:
14.1.11.3 Master Deployment Plan. As part of the contract execution, the Offeror shall
provide and maintain a “Master Deployment Plan” that supports the project plan
by detailing the route and meter specific deployment activities. The Master
Deployment Plan will be used for periodic route requests, customer
communications, and materials forecasting on a route by route basis, across the
entire service area. The Master Deployment Plan shall be reviewed with Fort
Collins on a frequent basis to assure synchronization of all activities amongst the
AMI and MDMS vendors.
Response:
14.1.11.3.1 As part of the contract execution, the Offeror’s Master Deployment
Plan shall be developed based on the Project Plan, Installation
Targets, and the specific geographic or other deployment
requirements as directed by Fort Collins. The Master Deployment
Plan may be developed as a series of incremental plans, starting
with the initial Phase 1 FAT areas, and followed by more detailed
system wide deployment plans that are synchronized with the
overall Project Phasing Plan and evolve over the course of the
project. Fort Collins reserves the right of final approval of the
Master Deployment Plan, and any revisions therein. The initial
Master Deployment Plan for the FAT meters (approx. 9,000 total)
to be deployed shall be due within 15 calendar days of contract
signature.
Response:
14.1.12 Scope Management. Offeror shall assist Utility in managing the AMI system
deployment project scope, following the change order process of Utility Supply
Management.
Response:
14.1.13 Risk and Dependency Management. As part of the contract execution, Offeror
shall develop an initial project risk assessment and mitigation strategy with inputs from
Utility. Offeror shall provide updates to Utility and assist Utility in managing risks and
dependencies throughout the project cycle.
Response:
14.1.14 Quality Management. Offeror shall describe its Quality Management Program,
describe critical quality metrics, and provide specific examples of such, that it will
consider for all aspects of work and deliverables under this RFP.
Response:
14.1.14.1 Quality Management Plan. As part of the contract execution, Offeror shall
implement and update a Quality Management Program to assure its
deliverables meet the requirements of this specification.
Response:
14.1.14.2 Issue and Action Items Logs. Offeror shall provide the Utility updates to
project issues, action items and resolutions for keeping the issue/action item log
up to date.
Response:
14.1.15 Project Reporting & Communications. Offeror shall provide routine project status
reports on no less than a weekly basis, and shall provide inputs to Utility project
communications periodically as requested/needed by Fort Collins.
Response:
14.1.16 Utility Project Resources. Offeror shall provide an estimate of the quantity and
type of Utility resources required to support the activities in section 14. Estimate shall
include field and operations resources, IT resources, and Utility Management support
staff.
Response:
14.1.16.1 For each resource, provide detailed information about that resource’s role and
responsibilities.
Response:
14.1.17 Key Performance Indicators (KPI’s). Offeror shall implement mutually agreed to
KPI’s that the Offeror typically uses to keep its projects on track, and to manage and
maintain productivity throughout the life of the project. Offeror is asked to provide a
sample list of its recommended KPI’s as part of its response herein.
Response:
15 Safety
15.1 Safety Requirements. The City of Fort Collins Utilities is highly committed to providing and
maintaining a safe work environment for its employees, contractors and the public at large.
Fort Collins is committed to complying with all applicable international, federal, state and local
health and safety laws and requirements. Offeror shall commit to comply with appropriate
safety procedures in performing all work for Utility, and shall adopt Utility's minimum safety
standards (if more stringent than Offeror’s) as the baseline requirements. Offeror is required to
acknowledge this requirement.
Response:
15.2 Safe Work Habits. Offeror shall indicate willingness to promote safe work habits for its
installers in accordance with applicable OSHA standards and Fort Collins’ policies. If a
representative of Fort Collins notices unsafe work, Fort Collins retains the right to stop the work
until unsafe conditions are resolved.
Response:
15.3 Safety Management Program. As part of its response to this RFP, Offeror shall provide a
copy of its safety management program containing all safety related practices and procedures,
manuals, etc. to Fort Collins.
Response:
15.4 OSHA Recordable Injuries. As part of its response to this RFP, Offeror shall provide a
monthly report of all OSHA Recordable Injuries over the past five (5) years. The monthly report
shall include the number of injuries and rate of injury per 200,000 hours worked. The monthly
report shall include a summary of the type of injury and incident analysis. Offeror shall also
provide a description of actions being taken to correct negative trends.
Response:
15.5 Motor Vehicle Incidents (MVI). As part of its response to this RFP, Offeror shall provide a
monthly report of all Motor Vehicle Incidents over the past five (5) years. The monthly report
shall include the number of incidents, the rate of MVI per 1,000,000 miles driven and the
number of miles driven. The report shall include a summary of the type of MVI and incident
analysis. Offeror shall also provide a description of actions being taken to correct negative
trends.
Response:
16 Workforce Requirements
16.1 Offeror’s Workforce
16.1.1 General. Offeror shall be responsible for the screening, hiring, qualification and training
of all employees required for the execution of its services as defined in this RFP.
Response:
16.1.2 HR Plan. As part of its response to this RFP, Offeror shall provide a copy of its Human
Resource plan addressing the recruiting, staffing and management of internal or
contractor personnel to be used to address the requirements of this RFP.
Response:
16.1.2.1 Policies and Procedures. The Offeror’s HR plan shall address hiring policies,
security screening procedures, testing and performance review procedures and
other pertinent procedures.
Response:
16.1.3 Wage Scales. The Fort Collins Utilities workforce is not governed by nor subjected to
any Collective Bargaining Agreements. It is therefore the Offeror’s responsibility to
determine the workforce and wage scales it requires to meet the requirements of this
RFP.
Response:
16.1.3.1 Davis Bacon Act (DBA). The City of Fort Collins Smart Grid Project, and the
AMI End Point Installation Services herein, are covered by the Davis Bacon Act
(DBA), inclusive of specific guidance and exemptions as published by agencies
of the Federal Government. It is the Offeror’s responsibility to familiarize itself
with these requirements, guidances and exemptions. Offeror is specifically
required to acknowledge this requirement.
Response:
16.1.4 Required Competencies. All workers employed or contracted by the Offeror shall be
required to have the minimum competencies necessary to accomplish the specific tasks
and work requirements presented in this RFP.
Response:
16.1.4.1 Appendix D – Electric and Water Job Skills Matrix, provides a reference to the
minimum equivalent Fort Collins Job Classifications for all meter exchange and
module installation activities. Appendix D refers to Appendix F – Job
Descriptions, which describe the minimum “Required Competencies” and
workforce qualifications for each of these job classifications, and which the EPI
Vendor’s employees must achieve for their respective installation activities.
Response:
16.1.4.2 The Offeror and its subcontractors, suppliers and agents are to be properly
licensed and qualified to perform the class and type of the services as specified
in this RFP and all appendices attached herein, in addition to being properly
insured, equipped, organized, staffed and financed to handle such services.
Offeror is asked to outline how it will meet these minimum competencies and
indicate any requested exceptions.
Response:
16.1.5 Employment Requirements – Background Check and Access. All employees hired
or sub-contracted by the Offeror to provide the services listed in this document shall
undergo and pass a pre-employment background check conducted by the Offeror, and
sign an access agreement granting these employees the right to access Fort Collins
facilities. Verification of this background check shall be submitted to Fort Collins for
approval before access will be granted. Offeror shall indicate compliance with Fort
Collins’ background check process to be employed when processing applicants for
positions related to the work described in this RFP.
Response:
16.1.6 Substance Abuse. In order to maintain a safe, healthy and efficient work environment,
and to minimize absenteeism and tardiness, Fort Collins requires that the Work Site be a
Drug and Alcohol Free Environment. Prior to commencement of Work, Offeror shall have
a Substance Abuse Program in place. Offeror shall provide a copy of their substance
abuse program with its submittal to this RFP. Fort Collins shall review the program and
if acceptable, approve the program prior to commencement of end point installation.
Response:
16.1.7 Pre-employment and Random Drug Testing. Offeror shall test its employees as
appropriate throughout the end point installation process in accordance with its
Substance Abuse Program. Offeror’s employees shall be subject to a drug and alcohol
test upon hiring. Offeror’s employees shall be subject to a drug and alcohol test based
on their involvement in or cause of a reportable accident or incident which causes
personal injury or property damage in accordance with applicable laws. Offeror’s
employees shall be subject to a drug and alcohol test based on a reasonable and
articulated belief that the employee is using or has recently abused alcohol or drugs. All
testing shall be paid for in full by Offeror. Offeror shall indicate compliance with this
requirement.
Response:
16.1.8 Right to Approve Proposed Hires. Fort Collins reserves the right to review and
approve the proposed hiring of all personnel hired by Offeror or Offeror’s subcontractors.
At a minimum, Offeror shall submit all proposed applicant(s) to Fort Collins for Fort
Collins’ review and approval.
Response:
16.1.9 Poor Performing Employees. Fort Collins reserves the right to review the
performance of poor performing personnel hired by Offeror or Offeror’s subcontractors.
Offeror shall perform periodic employee performance reviews, and shall provide the
results for poor performing employees to Offeror for its review. The Offeror shall correct
poor performance, including termination, and minimize impact to the project.
Response:
16.1.10 Employee Training.
16.1.10.1 Offeror shall be responsible for training its employees. Training shall include
but not be limited to employee and customer safety, all applicable standards,
and be structured to include classroom and practical performance testing.
Offeror shall indicate compliance with this requirement. Training shall cover, but
may not be limited to, the following areas:
Response:
16.1.10.1.1 Proper module and meter installation (both self-contained and
transformer rated).
Response:
16.1.10.1.2 Ability to identify meter sockets, service voltages, and service
sizes.
Response:
16.1.10.1.3 Correct reading of meter registers.
Response:
16.1.10.1.4 Operating and maintaining data transfer systems.
Response:
16.1.10.1.5 Training on customer contacts including managing customer
contacts during the installation of meters and modules. Offeror
shall train on procedures for managing difficult customer
situations and resolutions and coordinate with Fort Collins’
employees on field issues.
Response:
16.1.10.1.6 Recognize and respond properly to emergency situations.
Response:
16.1.10.1.7 Recognize and report energy or water diversion. Included are
missing seals, missing meter socket seal, current diversion.
Response:
16.1.10.1.8 Report water leaks and/or abnormal operating conditions.
Response:
16.1.10.1.9 Recognize damaged services and respond appropriately to
service and repair issues.
Response:
16.1.10.1.10 Electric (self contained and transformer rated) and water meter
test procedures.
Response:
16.1.10.1.11 Identification of energized meter enclosures and other
unsafe meter situations.
Response:
16.1.10.1.12 Identification of confined spaces that require special procedures
prior to entry.
Response:
16.1.10.2 Offerors shall provide a detailed overview of their employee training
programs (technical, safety and customer contact / communications) for the
specific work functions listed in this RFP, with its submittal to this RFP.
Response:
16.1.10.3 The Offeror shall describe its approach to promoting and enforcing safe work
practices in the field, warehouse and meter tester functions.
Response:
16.2 Worker Qualifications
16.2.1 Qualified Workers. Offeror shall employ and assign work only to qualified workers.
Qualified workers shall be trained by the Offeror in accordance with an established set
of specific qualifications inclusive of experience, training, audit and related items that
are relevant to the nature and type work activities to be performed.
Response:
16.2.2 Minimum Requirements. Appendix D – Electric and Water Job Skills Matrix, provides
a reference to the minimum equivalent Fort Collins Job Classifications for all meter
exchange and module installation activities. Appendix D refers to Appendix F – Job
Descriptions, which describe the minimum “Required Competencies” and workforce
qualifications for each of these job classifications, and which the EPI Vendor’s
employees must achieve for their respective installation activities. Offeror is required to
acknowledge this requirement.
Response:
16.2.2.1 Qualified workers shall be required to acquire, demonstrate, meet and maintain
all requirements as defined for their assigned work activities.
Response:
16.2.3 Field Supervision. Offeror shall ensure appropriate supervision is provided for all field-
related work. Offeror shall provide its expected ratio of ‘field installation personnel’ to
Field Supervision. Fort Collins expects that Offeror will provide more management
oversight, e.g. reduce the ratio of field technicians to field supervisors, when the
workforce is less experienced such as in the beginning of the project or at the start of
implementation of a new type of technology or end point. Offeror shall provide this
information and indicate compliance with this requirement.
Response:
16.2.4 Work Assignment. Offeror shall insure that its Work Order Management System is
configurable so as to restrict assignment of all work activities to only those qualified
individuals, with the required competencies, as described above.
Response:
17 Inventory Management and Supply Chain
17.1 Meter Inventory Requirements. In coordination with Fort Collins, Offeror shall be responsible
for managing the meter exchange and module installation process, for ensuring execution of
the removal process and for managing the salvage/scrapping process. New meters and
modules shall be processed through use of an automated system such that meter exchanges
and module installations are smoothly completed and Fort Collins meter records and customer
information systems are updated via Fort Collins’ IT systems on a daily basis.
Response:
17.2 Meter/Module Warehousing and Transfer. Fort Collins will have the electric meters and
water modules shipped to Fort Collins’ facilities, and transferred to the Offeror facility for
Offeror receipt and deployment staging. Offeror shall assume custodial responsibility upon
receipt for the weather protection, safeguarding, and security of all Fort Collins assets at all
facilities established by the Offeror throughout the project.
Response:
17.2.1 Fort Collins will work with the Offeror to develop a plan to transfer meters based on the
Vendor’s expected daily installation “run rates”, the availability of Vendor storage space,
and other relevant factors.
Response:
17.3 Inventory. Offeror shall describe its meter/module inventory control procedures and work
flows. Offeror should explain how it proposes to support and integrate its field meter
exchange/module installation and inventory control processes, with those that exist within Fort
Collins’ IT systems. Offeror’s process should also describe its method for determining the
required inventory to be retained in Offeror’s warehouse and cross-dock locations.
Response:
17.3.1 What level of inventory does Offeror anticipate or advise it requires for this project?
Response:
17.4 Supply Chain. Offeror shall describe its experience and proposed inventory control procedures
and work flows with regards to receipt, storage and transfer of Fort Collins’ metering assets.
Response:
17.5 Materials Forecasts. Offeror shall provide materials forecasts for all meters, modules and
equipment to be supplied by others to Offeror for execution of its work under this RFP. Offeror
shall provide such forecasts so that it allows sufficient lead time for those materials to be
ordered, procured, shipped, received and tested in advance of Offeror’s need for installation.
Offeror shall coordinate its forecasts to assure that it is synchronized with the activities and
plans of the other vendors including the AMI Technology Vendor(s) installation plans. Offeror
shall provide its’ forecast process for such activities.
Response:
17.6 Placing Orders: Fort Collins is responsible for approving all forecasts, and placing orders for
all materials, based on the forecasts provided by Offeror. Fort Collins shall provide Offeror with
the required materials lead times.
Response:
17.7 Bar Codes. Fort Collins utilizes barcode technology for automated electric meter, water
module, and other asset tracking through the supply chain. Offeror shall describe its
capabilities to support Barcode technology within the supply chain process and Fort Collins’ IT
systems. Offeror shall describe its capability and experience in tracking individual
meters/modules by meter/module number as they flow through the logistics chain from receipt
through installation, via barcode scanning or other means.
Response:
17.8 Asset Tracking. Offeror shall provide tracking of all meter and module assets down to the
employee level both to and from the field, as well as to and from AMI Technology Offeror.
Offeror shall describe its method for accomplishing this.
Response:
17.9 Meter Management and Testing
17.9.1 Meter/Module “Advance Shipper” Data. Fort Collins assumes that Offeror, in
advance of meter shipment, will require receipt of advance notification of Meter
Manufacturer’s shipment. That notification is assumed to contain the meter or module
number, meter characteristic and “attribute” information, shipper pallet and box
information, etc. The meter Manufacturer(s) shall provide, and Fort Collins and Offeror
shall mutually approve, in an agreed to format or file, the process for obtaining and
transferring this information to Offeror and Fort Collins. Offeror shall include these
requirements in its Inventory Management Process.
Response:
17.9.2 Meter/Module Received Data. Fort Collins shall require from the Offeror, upon the
receipt of the meter or module, a “Received” file that contains the meter or module
number and date of receipt. Offeror shall describe how it plans to obtain and send this
information to Fort Collins.
Response:
17.9.3 Meter/Module Lot Sample Management. Fort Collins shall work with the electric meter
and water module manufacturers to accomplish sample acceptance testing of meters
and modules. For meters and modules that are shipped directly to the Offeror, the
Offeror will identify, segregate and/or ship the agreed to sample meters or modules
from each lot to Fort Collins for testing, or hold at the Offeror’s facility for testing by
others. Offeror shall describe how its inventory management systems and work flows
will accommodate the ability to track and manage these transactions.
Response:
17.9.4 Quarantine. Offeror shall be required to maintain a secure facility to accommodate
electric meters and water modules that are held at the Offeror’s facility pending the
completion of sample testing but not yet released for installation. Offeror shall indicate
compliance with this requirement.
Response:
17.9.5 Testing Upon Removal. Fort Collins retains the option to conduct accuracy testing of
all electric meters upon removal and before scrapping. Offeror shall acknowledge its
support of this process.
Response:
17.9.6 Inventory Reconciliation. Upon completion of this contract, Offeror and Fort Collins
shall reconcile the meters issued to Offeror vs. meters not otherwise installed or
returned to Fort Collins by Offeror. Offeror shall be financially responsible for any
meters issued to Offeror but not otherwise installed or returned to Fort Collins. Offeror
shall acknowledge this requirement .
Response:
17.9.6.1 Periodic Inventory Reconciliation. On a periodic basis, Offeror and Fort Collins
shall reconcile the meters issued to Offeror vs. meters not otherwise installed or
returned to Fort Collins by Offeror up to that point in time. Offeror shall
acknowledge this requirement..
Response:
18 Work Order Management, Handhelds, Information Technology
and Security
18.1 Work Order Management and Handhelds
18.1.1 Work Order Management Process. Offeror shall provide its own Work Order
Management system to implement all aspects of work performed under this RFP.
Offeror shall develop Work Order Management process and work flows that cover all
activities in this RFP. Offeror’s processes shall include the methodology used to
manage and control individual installations from a scheduling, completion and close out
standpoint, including any coordination required with Fort Collins. Offeror shall provide
an overview of its proposed WOMs as part of its response to this RFP.
Response:
18.1.2 Work Assignment. Offeror shall insure that its Work Order Management System is
configurable so as to restrict assignment of all work activities to only those qualified
individuals, with the required competencies, as described in this RFP.
Response:
18.1.3 Handheld Devices. Offeror shall provide hand held computers or other devices to
schedule and implement the meter and module deployment work and recording of
information. These devices shall be an integral part of its Work Order Management
system and processes. Offeror’s system shall have the ability to dispatch and push
data to individual workers and to monitor progress throughout the day, and the ability to
capture pictures and utilize barcode scanners. Offeror shall establish conditions within
the workflow that will require data collection, pictures, or even barcode scanning at
different stages of the workflow. Offeror’s application is expected to validate collected
data against expected values and to either create exceptions if those values are not
met, or to prompt the installer to try again. Ideally, once the work order has been
completed, Offeror’s system should have the ability to upload completed data to the
dispatch application wirelessly.
Response:
18.1.4 Scripting. Offeror’s work order management system shall have and implement the
capability to load scripts onto handhelds that direct installers to execute certain
activities when at a premise. This capability shall be a part of the work order system,
and be based on the agreed to logical workflows. Offeror is required to develop and
test scripts prior to start of deployment, and update these periodically as conditions
change or requirements warrant, without impact to the deployment schedule. The
Offeror’s scripts shall cover all requirements contained in this RFP.
Response:
18.1.5 Minimizing Errors. Fort Collins seeks to eliminate exceptions caused by installation
errors. Offeror shall design its processes to minimize data errors entered by an
installer, such as wrong meter number, meter read, etc., by establishing data checks in
its handhelds and work order management system. Offeror is asked to describe how its
work order management system is designed to accomplish this.
Response:
18.1.6 Meter Route Management, Route Request & Review. Offeror is asked to describe its
processes and/or planned use of meter route management software, to minimize meter
reading and billing impact associated with the meter installation process.
Response:
18.1.6.1 Upon award, Offeror shall provide its process and work flows for meter route
selection, requests, transaction and management to minimize meter reading and
billing impact. Offeror shall provide periodic Route Requests prior to release of
route data to Offeror, so that Fort Collins can confirm that Offeror’s Route
Request meets all Network Deployment and other business requirements of Fort
Collins prior to release and approval.
Response:
18.1.7 Blackout Periods. Offeror shall manage the installation process in a manner that
ensures no installations will be completed during billing and blackout windows as
defined by Fort Collins. Offeror shall request, and Fort Collins shall provide, the
appropriate meter reading routes, schedules and blackout windows so that Offeror can
avoid exchanging meters and installing modules during the billing and blackout
windows. Offeror’s work order management processes shall be configured to conform
to this requirement.
Response:
18.2 Route Manager
18.2.1 Route Manager. Route Manager is an Elster software system that is an integral part of
the Elster Energy Axis Management System (EA_MS), designed to wake up, program
and commission water modules during the installation process, and to create water
“marriage files” after completion. The Offeror will be required to utilize the Elster Route
Manager software management system for installation of water modules. Route
Manager provides specific water module data attributes that are required for
programming and commissioning of the Elster water communications modules.
Route Manager interfaces with a separate Elster EA_Installer Handheld that is used to
program and commission the water communications module.
Route Manager ingests required data from the Elster EA_MS AMI Head End application
and ports it to the EA_Installer Handheld (a Radix 950 with custom Elster software) for
initial installation. Upon completion of installation and upload of data from the
EA_Inspector Handheld to Route Manager, Route Manager will pass this data to the
Elster EA_MS AMI Head End application.
The use of Route Manager is not required for installation of electric meters.
Offeror shall indicate compliance with these requirements.
Response:
18.2.2 Not a WOMS. Route Manager is not a Work Order Management System (WOMS), and
the Offeror is therefore required to utilize its own WOMS and its own handheld devices
for issuing, managing and completing service orders for all water work performed.
Offeror shall indicate compliance with this requirement.
Response:
18.2.3 EA_Installer Handheld. Fort Collins will provide, and Offeror will be required to utilize,
the Elster EA_Installer Handheld tool for programming and commissioning of Elster
water modules. The EA_Installer Handheld tool is a Radix 950, with custom software
supplied by Elster, which requires data inputs from the Route Manager application in
order to complete these activities. Upon completion of field installation, the EA_Installer
Handheld passes its completed data back to the Route Manager application. Offeror
shall indicate compliance with this requirement.
Response:
18.2.4 Daily Upload/Download. The Offeror will be required to perform daily assignment of
specific meter data records, using the Route Manager application, to the EA_Inspector
handheld. The assignment of these daily records must mirror the meter data records
assigned by the Offeror in its WOMS application. This assignment includes both the
daily download of planned work to the EA_Inspector Handheld, and daily upload of
completed work from the EA_Inspector Handheld to Route Manager. Once completed,
Route Manager will create a daily data export file that will be manually imported into the
EA_MS application. Offeror shall indicate compliance with this requirement.
Response:
18.2.5 Provision of Route Manager and EA_Inspector Handhelds. Fort Collins will provide
these tools to the Offeror for its use throughout the term of the contract. Offeror shall
indicate compliance with this requirement.
Response:
18.2.6 Work Flow. The Offeror will be required to integrate the use of Route Manager and the
EA_Installer handeld tools and processes into its work flow for water installation
activities. Offeror shall indicate compliance with this requirement.
Response:
18.3 Information Technology
18.3.1 Data Security, Synchronization and Upload. Through automated means, the Offeror
shall record all appropriate meter exchange and module installation information and
provide the data in a common readable electronic format for batch upload into Fort
Collins’ IT systems no later than end of the following business day. Offeror shall
indicate compliance with this requirement and Fort Collins IT standards and
requirements in Appendix A — FCU IT Standards and System Infrastructure.
Response:
18.3.2 IT Questionnaire. Offeror shall complete and submit as part of its proposal the IT
questionnaire located in Appendix I – Bidder IT Questionnaire.
Response:
18.3.3 Disaster Recovery. The Offeror’s systems shall be architected to provide disaster
recovery capabilities that enable the field work and call center activities to continue
without interruption. Offeror is asked to describe how its architecture enables this
requirement.
Response:
18.3.4 Batch Creation of AMI Meter Exchange and Module Installation Service Orders –
“From Utility”. On a periodic basis, upon request by Offeror, Fort Collins shall create
bulk AMI meter exchange and module installation service orders and send to Offeror’s
work management system via an automated integration or data transfer.
Response:
18.3.5 Premise Information. Offeror shall describe the minimum list of premise information
that Fort Collins will need to supply along with Fort Collins’ service order number for the
Offeror’s AMI Meter Exchange and Module Installation Service Orders.
Response:
18.3.6 “Refresh” Files. Also, on a periodic basis, Fort Collins shall create a “refresh” file that
addresses “changes” to information in work orders that have already been sent to
Offeror, but which Offeror has not “completed”. The file format requirements are
typically the same as the “From Utility” file but shall be mutually agreed to between
Offeror and Fort Collins.
Response:
18.3.7 Batch Completion of AMI Meter Exchange and Module Installation Service Orders
– “To Utility”. On no less than a daily basis, Offeror shall process the completion of
bulk AMI meter exchanges and module installations and send to Fort Collins’ IT. The
file data requirements, format, transfer methodology and frequency of these requests
shall be mutually agreed to between Offeror and Fort Collins. Offeror is asked to
describe its process that supports this requirement.
Response:
18.3.8 Data Elements. As part of its Batch Completion file, Offeror shall capture and transfer
the data elements listed below (Offeror shall indicate compliance with this requirement
at the end.):
18.3.8.1 ID of the installer
18.3.8.2 Date the order is completed
18.3.8.3 Read from the removed meter or module/index
18.3.8.4 Read from the meter or module being set. The reading from the electric meter
being installed is expected to be zero. The reading from the water module being
installed is expected to match that of the existing water meter encoder/register.
18.3.8.5 Meter number of the meter being installed
18.3.8.6 Serial number of the meter being installed
18.3.8.7 Module number of the module being installed and the meter number on which
the module is being installed
18.3.8.8 Meter number of the meter being removed
18.3.8.9 Module number of the module being removed and the meter number of the
meter from which the module is removed
18.3.8.10 Follow-up flag indicating that Fort Collins should investigate situations found at a
premise such as incorrect data, safety issues, premise repairs required,
date/time found, Fort Collins party reported to, and others found in the field by
the Offeror
18.3.8.11 Comment section to include the incorrect versus correct data found and note
follow-up flag details
18.3.8.12 Billing Constant/Pressure Constant and meter multiplier
18.3.8.13 CT and PT Constants
18.3.8.14 IP Address (if applicable)
18.3.8.15 Premise as-found condition (based on list to be provided by Fort Collins)
18.3.8.16 Premise as-left condition (based on list to be provided by Fort Collins)
18.3.8.17 Atmospheric corrosion observation result – if applicable
(acceptable/unacceptable)
18.3.8.18 Certification that locks and seals are in place – Y/N
Offeror is required to indicate its compliance with all of the above requirements.
Response:
18.3.9 Validation. Offeror shall describe its process for ensuring that the data captured and
reported back to Fort Collins is complete, accurate and valid.
Response:
18.3.10 Data Assurance and Process. Offeror shall implement quality assurance checks of
collected data that occur after data is captured in the field but before transmission to
Fort Collins. Offeror shall describe its process for ensuring that the data captured and
reported back to Fort Collins is complete, accurate and valid.
Response:
18.3.11 Other. Based on prior experiences, describe any other data elements that Fort
Collins should consider capturing.
Response:
18.3.12 Global Positioning System (GPS). Offeror shall describe its process of capturing
GPS spherical (latitude, longitude, and altitude) coordinates for each electric meter,
water module, or other delivery location with an accuracy not to exceed plus or minus
five (+/- 5) meters. Process description should include specifications for the field device
to be used, device settings (e.g., PDOP mask value, etc.), and any differential
processing method to be used.
Response:
18.3.12.1 (Optional). Offeror shall describe its process of capturing GPS spherical
(latitude, longitude, and altitude) coordinates for each electric meter, water
module, or other delivery location with an accuracy not to exceed plus or minus
one (+/- 1) meter and price this service separately.
Response:
18.3.13 Hard to Obtain. Offeror shall describe how situations where GPS readings are
difficult to obtain (e.g. inside meters, under dense foliage, surrounded by tall buildings,
etc.) will be mitigated (e.g. closest cross streets, closest GPS point, etc.), and how such
data will be flagged if not collected at the meter.
Response:
18.3.14 Data Format. Data should be delivered in a data format with a spatial reference that
can be readily used by Fort Collins’ GIS. Offeror shall deliver raw GPS Latitude(Lat) &
Longitude (Lon) data in the following format: US State Plane 1983; - Zone: state 1900;
- Datum: NAD 1983 (Conus); Coord Units: US Survey Feet; Altitude Units: US Survey
Feet (aka NAD 83).
Response:
18.3.15 Process. Offeror shall include the process and field device specifications for GPS
data capture and delivery in its work order management process and work flows.
Response:
18.4 Data and Information Technology Security
18.4.1 Deployment & Operational Security Requirements. The sensitive nature of the
customer information contained in the data files requires Offeror to ensure that
customer data remains private and secure. Fort Collins seeks evidence that the Offeror
meets or intends to meet the spirit of the security requirements of this section 18.4. For
all systems used in the delivery of services in this RFP, Offeror shall provide an
overview of its processes for incorporating appropriate security measures to meet the
requirements of Section 18.4, with its response to this RFP, inclusive of:
18.4.1.1 Inventory Management System, and the data contained in it.
18.4.1.2 Work Order Management System, and the data contained in it.
18.4.1.3 Handheld field devices, and the data contained in it.
18.4.1.4 The operation of the Call Center/Data Center servers and systems, and the data
contained within these systems.
Offeror’s response shall be inclusive of the preceding requirements.
Response:
18.4.2 Data Center Separation/Isolation of Client Systems and Data. The Offeror shall
describe their applied methods and solutions for separating/isolating Utility systems
and/or data such as but not limited to separate network segments, firewall isolations,
separate server platforms, instances, use of Virtual vs. physical implementations, etc.
Response:
18.4.3 Data Encryption. Fort Collins data and authentication content (passwords) shall be
secured in transit from end to end, and at rest. The Offeror shall identify what
encryption standards they use or support such as but not limited to AES-128/256, PKI,
FTPS (SSL/TLS), SFTP (SSH) to secure Fort Collins data in transit (between Fort
Collins systems and Offeror’s systems, and between Offeror’s systems) and at rest in
their field tools, laptops, servers, as applicable. Offer shall describe the implementation
of their data encryption solution(s)
Response:
18.4.4 Secure Transfer Server. The Offeror shall indicate if their secure data transfer solution
for Fort Collins is based on a secure FTP server(s) or an alternate method with
equivalent or greater security.
Response:
18.4.5 Security Constraints and Dependencies. The Offeror shall identify and describe if
there are any constraints or dependencies with their proposed secure transfer and at
rest solution(s)
Response:
18.4.6 Access Control (AC). The Offeror shall describe all approaches, capabilities, and
mechanisms for Access Control within its systems, including but not limited to Access
Control Lists, Role Based Access Control (RBAC) models, Active Directory Services
(ADS), identity management, restricted use notification splash screens, unsuccessful
login attempt controls, and any others (ref. NIST SP 800-53 AC-3, AC-7, AC-8). Scope
of response shall include systems/devices (workstations, servers, etc.) as well as field
tools, mobile devices, handhelds, etc.
Response:
18.4.7 System Time Stamps (AU). The Offeror shall confirm that their solution(s) provide
functionality for generating date and time stamps for event logs/audit records. (ref. NIST
SP 800-53 AU-8. Scope of response shall include systems/devices (workstations,
servers, etc.) as well as field tools, mobile devices, handhelds, etc. as applicable.
Response:
18.4.8 Identification and Authentication (IA). The Offeror shall describe all approaches,
capabilities, and mechanisms such as but not limited to user IDs, passwords, tokens,
biometrics, and in the case of multifactor methods, some combination thereof for
uniquely identifying and authenticating users or processes acting on behalf of users
whether access is via local interfaces or network connections (ref. NIST SP 800-53 IA-
2). Scope of response shall include systems/devices (workstations, servers, etc.) as
well as field tools, mobile devices, handhelds, etc. as applicable.
Response:
18.4.9 Unique User Identification and Authorization (Non-Utility Users) (IA). The Offeror
shall attest to enforce that their personnel use unique identity user accounts and
authentication content for Fort Collins System accesses whether via local interfaces or
network connections (ref. NIST SP 800-53 IA-8).
Response:
18.4.10 Media Protection (MP). The Offeror shall describe approaches, mechanisms, and
capability for protecting Fort Collins media (digital and non-digital) per the following in
accordance with Fort Collins Media Protection Policies, Procedures, and NDAs (ref.
NIST SP 800-53 MP-2, MP-6):
18.4.10.1 Limit access to Fort Collins media to only those personnel whom are directly
involved on the Fort Collins project.
18.4.10.2 Store Fort Collins related media under controlled conditions.
18.4.10.3 Sanitize Fort Collins related system media, prior to disposal, release out of
Offeror control, or release for reuse.
18.4.10.4 Return and/or disposal of Fort Collins sensitive or classified information upon
the request of Fort Collins and/or at the end of the project.
Offeror shall indicate its compliance with the preceding requirements.
Response:
18.4.11 Physical and Environmental Protection (PE). The Offeror shall describe
approaches, mechanisms, and capability to control physical access for systems/devices
external to the Utility facilities such as Offeror’s data centers. (ref. NIST SP 800-53 PE-
3).
Response:
18.4.12 Physical Control of Electronic Inventory (PE). The Offeror shall describe their
approaches, mechanisms, and capability to securely control and track the delivery,
removal, and transport of electronic equipment such as but not limited to meters,
computerized hand held tool sets, etc., in and out of Fort Collins and Offeror’s
warehouse and other facilities (ref. NIST SP 800-53 PE-16).
Response:
18.4.13 Process Approval. Upon award, Offeror shall provide its processes, and Fort
Collins shall approve Offeror’s processes, for incorporating appropriate security
measures including but not limited to data encryption and key management for Offeror’s
Work Order Management System (WOMs) Inventory Management System (IMS), etc.
Offeror shall indicate its compliance with this requirement.
Response:
18.5 Handheld Security Requirements
18.5.1 Data. Offeror shall describe all data to be contained in the Offeror's handheld device to
perform the meter/module installation.
Response:
18.5.2 Transfer. Offeror shall describe its process for transferring the information from the
handheld device to the Offeror's servers. Offeror shall also include detail on how the
transmission occurs, over what type of network (e.g. Cellular, Internet, etc.) and if there
the encryption standards or other security measures used to protect the data in transit.
Response:
18.5.3 Receipt. Offeror shall describe where the receiving server for the data is located on the
network. Offer shall describe its host and network security features with respect to that
server (i.e. firewalls, host and network based intrusion detection systems,
authentication/passwords, regular log monitoring, etc).
Response:
18.5.4 Process Flow. Offeror shall include a process diagram illustrating how the data is
moved from the handheld device back to the Offeror's network, and a network diagram
illustrating location of receiving server and any network devices protecting, managing or
monitoring that server.
Response:
18.5.5 Security. Offeror shall describe its handheld security features that aid in preventing the
data from being extracted if device is lost in the field (i.e. authentication, screen locks,
time outs, encryption, poison pill, remote data wipe, etc).
Response:
18.5.6 Loss of Handheld. Offer shall provide metrics on frequency of lost devices in the field
and procedures to handle communication back to clients. Offeror shall also include in its
description the identification process of the data lost in the device.
Response:
18.6 Call Center Security
18.6.1 Core Security Requirements. The data and Information Technology Security
requirements of Section 18.4 shall be applicable to the Offeror’s Call Center
environment(s). The Offeror is required to acknowledge its compliance with these
requirements.
Response:
18.6.2 Customer Identification. Offeror is requested to describe the customer identification
procedures used in Offeror’s Call Center to validate that the customer is who they say
they are (e.g. Authentication, non-repudiation, etc.) in order to prevent social
engineering attacks.
Response:
18.6.3 Access. Offeror is requested to describe the security of the system that will be used to
store and present Fort Collins’ customer data. Offeror is asked to specifically address
authentication, authorization, access control, session management, data validation,
exception handling, security log reports, encryption and non-repudiation.
Response:
18.6.4 Security Overview. Offeror is requested to provide an overview of its Call Center
security, and how its Call Center systems accesses the Fort Collins customer data as
contained within the Offeror’s Work Order Management system (WOMs) or other
systems. Offeror shall describe how the server(s) hosting Fort Collins’ customer
information will be secured (i.e. anti-virus, hacking, security patches, intrusion detection,
etc.).
Response:
18.6.5 Audit. Offeror is asked to describe its’ security vulnerability management procedures
and how frequently the systems hosting Fort Collins’ customer information will be
scanned for security vulnerabilities.
Response:
18.6.6 Breach of Security. Offeror is asked to describe the procedure for handling a security
breach involving Fort Collins’ data and the process for notification of Fort Collins about
such breach.
Response:
18.6.7 Continuity of Service. Offeror is asked to describe its’ procedures to maintain the
level of customer service described in section 20.1.2 in the event of a system shut
down. Include whether you have used these procedures in the past and describe the
results.
Response:
19 Facilities, Tools and Equipment, Subcontractors and Logistics
19.1 Facilities
19.1.1 Offeror Facilities. Offeror is asked to provide a description of the facilities that will be
needed to complete the meter and module installation process.
Response:
19.1.2 Fort Collins Supplied Warehouse & Cross Dock. Fort Collins intends to make
available to the Offeror the use of a combined warehouse/cross dock facility located on
the campus of its Electric and Water Service Center, located at 700 Wood Street/906
West Vine Drive, Fort Collins. This facility is located on the same City campus as Fort
Collins’ central materials warehouse where meters and module are received, stored
and tested; and where AMI vendor and Fort Collins Project Team personnel are
located. This Facility would be provided at no cost to Offeror. Appendix J – Fort Collins
Provided Warehouse/Cross Dock Facility, provides additional details on the facility to be
provided. Offeror is required to acknowledge this offer.
Response:
19.1.2.1 IT/Communications. Offeror will be responsible to provide and procure IT
infrastructure and telecommunications circuits to the proposed Fort Collins
facility.
Response:
19.1.2.2 Meter Storage. Fort Collins will manage the bulk storage of meters and
modules within its facilities at the 700 Wood Street/906 West Vine Drive campus,
and will periodically stage and provide these (as agreed) for Offeror’s daily use,
so as to minimize the amount of space that the Warehouse/Cross Dock facility
requires.
Response:
19.1.2.3 Secure Parking. The proposed Fort Collins site contains secured (e.g. fenced,
locked) overnight parking for Offeror’s installation vehicles.
Response:
19.1.2.4 Other Improvements. Offeror is requested to provide any suggested
improvements, if any, that it may recommend.
Response:
19.1.3 Adequacy of Proposed Fort Collins Facilities. Offeror is specifically required to
comment on the adequacy of the proposed facilities to be made available by Fort
Collins, and the ability of these to meet the Offeror’s needs.
Response:
19.1.4 Willingness to Use Proposed Fort Collins Facilities. If interested, Offeror is
required to specifically state its intentions to use the proposed Fort Collins facilities, in
lieu of procuring its own facilities per section 19.1.5 “Alternate Facilities”, below.
Response:
19.1.5 Alternate Facilities. The Offeror may propose the use of alternate Warehouse/Cross
Dock facilities that it would intend to procure on its own. If this solution is chosen by the
Offeror, Fort Collins would evaluate the Offeror’s total bid price inclusive not only of
these facilities costs to be charged, but also inclusive of the additional costs of logistics
associated with meter shipping and handling, drive time by project personnel to/from
the site, other additional logistical costs associated with a remote site, etc Offeror is
required to acknowledge this requirement.
Response:
19.1.5.1 Facilities Only Cost. Offeror shall specifically break out the facility
requirements and costs in 19.1.5. The cost for these shall be provided in
Appendix E – AMI End Point Installation Services Pricing, Tab 4 Other
Implementation Costs.
Response:
19.1.6 Warehousing, Materials Management and Support. The Offeror shall provide all
necessary warehousing and materials management capabilities needed to perform the
meter installation work described in this RFP, within the prescribed deployment period.
Except for facilities and parking as is provided by Fort Collins and agreed to by Offeror,
Offeror is responsible to provide all office, vehicle storage, computer services, or other
facilities, services, vehicles and equipment needed in connection with installation of the
meters and modules. Offeror's facilities shall be subject to the applicable security
requirements of section 18.
Response:
19.1.7 Facility Access/Security. Offeror shall provide a detailed description of all physical
Utility facility access required to deploy the AMI network. Physical access descriptions
shall include, but not be limited to, types of facilities, duration of access, Utility
personnel required, and Offeror and/or Offeror’s subcontractors requiring access.
Response:
19.1.7.1 Other Security. Offeror shall provide a detailed description of all physical and
logical Utility facility access required to deploy the AMI network. Logical facility
access descriptions shall include, but are not be limited to, types of operating
system utilized, frequency of security updates, types of anti-virus software
utilized, system firewalls). Offeror's security shall conform to the appropriate
requirements of section 18.
Response:
19.2 Tools and Equipment
19.2.1 Installation Equipment. Offeror shall provide all equipment such as handhelds, tools,
meter socket jumper cables, personal protective equipment, transportation, computers
and work stations, uniforms, etc., as are necessary to perform the services set forth in
this RFP.
Response:
19.2.2 Support Services. Offeror shall provide all support services such as IT support,
material handling equipment, materials racking, security services, maintenance and
repair capabilities, etc. as are required to fulfill its obligations under this RFP.
Response:
19.2.3 Specialty Field Equipment. The Offeror shall work with the AMI Technology
supplier(s), the electric meter manufacturers, and the water module manufacturers to
identify special purpose equipment needed for all installations. The AMI Technology
contractor shall be responsible to assist the Offeror in locating necessary equipment,
and shall provide appropriate training on equipment use. The cost of such specialty
equipment will be Fort Collins’ responsibility.
Response:
19.2.3.1 Route Manager and EA_Installer Handhelds: The EA_Installer handheld is a
Radix 950 with custom software supplied by Elster. Fort Collins will provide
these handhelds and the use of the Route Manager software to the Offeror for
Offeror’s use throughout the installation contract.
Response:
19.2.3.2 Encoder-Register Programming Tools: Fort Collins will provide the Offeror
with the Schlumberger/Neptune programming handhelds for Offeror’s use for re-
programming of the Neptune Pro read encoder-registers throughout the contract.
Response:
19.2.3.3 Crimping Tools and Splices. Fort Collins will supply wire splices, and the
associated crimping tools, as are required for installation and termination of
water modules.
Response:
19.3 Employee Identification, Uniforms, Badges and Vehicles
19.3.1 Identification. The Offeror shall provide all field, warehouse and meter tester workers
employed to provide the services listed in this RFP with an Offeror issued ID. Fort
Collins will provide all Offeror field, warehouse and meter tester workers with Fort
Collins issued ID.
Response:
19.3.2 Uniforms. The Offeror shall provide all field, warehouse and meter tester workers
employed to provide the services listed in this RFP with a uniform shirt, hat, and badges
approved by Fort Collins.
Response:
19.3.3 Logos. Fort Collins shall approve the design, and layout for, and display of hat,
uniform patches, and badges as well as vehicle magnetic signs. Approved clothing shall
clearly mark the Offeror’s name and/or “City of Fort Collins Utilities.” Following design
approval, the Offeror shall be responsible for acquiring and deploying the approved
branding.
Response:
19.3.4 Vehicle Signage. Offeror shall provide field, warehouse and meter tester workers with
vehicles displaying the appropriate Offeror labeling/logo and “Contractor for City of Fort
Collins Utilities”, as needed. All such signage shall require prior approval by the City of
Fort Collins.
Response:
19.3.5 Safety Equipment. Offeror employees and installers shall be required to wear OSHA
approved flame retardant clothing, OSHA approved industrial safety glasses, ANSI
Z87.1-1989 compliant face shield, hard hats, class 0 (zero) gloves and protectors
provided by the Offeror. Additionally, no jewelry shall be worn when performing field
work.
Response:
19.3.6 Flex Fuel Option. Offeror shall describe capability to use environmentally friendly
(“green”) vehicles such as those utilizing “flex” E85 fuel.
Response:
19.3.7 Vehicle GPS. Offeror shall describe capabilities to remotely monitor the location of
vehicles via GPS.
Response:
19.4 Scrapped Electric Meters
19.4.1 Basic Requirements. Upon satisfactory completion of the meter installation process
and confirmation of successful Batch Process “To Utility” data exchange, removed
electric meters shall be scrapped in accordance with applicable environmental laws and
Fort Collins’ requirements. Offeror shall manage this process
19.4.2 Segregation. Offeror will be required to separate electric meter waste by glass vs.
plastic covers, and non-electronic vs. electronic waste. Except for ERTs (see Exception
handling, sect. 23.1.5) water will be classified as electronic waste. Offeror is requested
to acknowledge this requirement.
Response:
19.4.3 Scrapping Containers. Fort Collins will deliver scrapping bins & containers to the
Offeror’s facility to support the required scrapping process. Fort Collins will likewise
remove and replace these when full.
Response:
19.4.4 Scrap Vendor. Fort Collins will hold the contract with the scrapping vendor.
Response:
19.4.5 Exception Handling. As requested by Fort Collins, Fort Collins may direct Offeror to
bypass the scrapping process and require Offeror to segregate and return selected
meters to Fort Collins for its own re-use, or to its designees such as a third party meter
reseller. Fort Collins currently estimates that it expects to sell approx. 24,000 electric
meters to a third party meter reseller. Offeror shall define its processes to
accommodate such requests. Where possible, Fort Collins should identify such meters
in its “From Utility” file. Offeror shall add to its work flows the conditions for segregation
and return of these or other such meters.
Response:
19.4.6 Retainage. Fort Collins and Offeror shall reach agreement on the total time that
Offeror shall retain custody of “removed” meters prior to scrapping. If Fort Collins
requires retention of meters for an extended timeframe that requires additional facility
storage space, or additional containers, Fort Collins shall provide those or make
appropriate facilities available to Offeror for its use.
Response:
19.4.7 Scrap Process Documentation. Offeror shall submit to Fort Collins for approval
detailed documentation of Offeror’s scrapping process
Response:
19.4.7.1 Should Offeror be required to utilize a 3rd party Scrap vendor, Offeror shall
submit to Fort Collins for approval detailed documentation of Offeror’s proposed
scrapping process.
Response:
19.4.7.2 Fort Collins Audit. Should Offeror be required to utilize a 3rd party Scrap
vendor, Fort Collins shall have the right to audit Offeror’s selected Scrap vendor.
Response:
19.4.8 Permits & Licenses. Offeror shall be responsible for securing all necessary permits,
licenses and consents from the property owners and applicable governmental agencies.
Offeror shall indicate compliance with this requirement.
Response:
19.4.9 Environmental Compliance. Offeror shall be responsible for environmental
compliance related to the scrap process including proper disposal of all removed
batteries. Offeror shall indicate compliance with this requirement.
Response:
19.4.10 Batteries. Offeror is required to remove any batteries from electric meters and
dispose of in an approved container. Fort Collins will provide approved battery storage
containers for Offeror’s use at the Offeror’s facility, and will remove these containers
when full.
19.4.11 Record Keeping. Offeror shall provide a daily file of scrapped meters to Fort Collins
for asset management purposes. Offeror shall indicate compliance with this
requirement.
Response:
19.5 Subcontractors
19.5.1 Independent Contractor. Offeror shall perform all services as an independent
contractor and no principal-agent or employer-employee relationship or joint-venture or
partnership shall be created with Fort Collins. Offer is required to acknowledge this
requirement.
Response:
19.5.1.1 Offeror may utilize partners and subcontractors on this project. However Offeror
shall be contractually responsible for all deliverables within the contract, and all
requirements contained in the RFP that are applicable to Offeror are equally
applicable to any Offeror subcontractor or agent. Fort Collins will not have
relationships with Offeror’s partners. Offer is required to acknowledge this
requirement.
Response:
19.5.2 Licenses. Fort Collins requires that the Offeror and its subcontractors and agents are
properly licensed and qualified (including having all necessary authorizations) to
perform the class and type of the services as specified in this RFP, in addition to being
properly insured, equipped, organized, staffed and financed to handle such services.
Response:
19.5.3 Professionalism. Offeror shall perform the services in an orderly and professional
manner in accordance with industry standards.
Response:
19.5.4 Skilled Workers. Offeror shall not employ for the services any personnel or
subcontractor unskilled in the work assigned.
Response:
19.5.5 Prudent Practices. Offeror shall use prudent and legal business practices in its
relationships with subcontractors, suppliers and agents.
Response:
19.6 Logistics
19.6.1 Work Hours and Days. All services described in this RFP shall be performed during
normal business hours (7AM – 6PM Mountain Time) Monday through Friday. Offeror
may be required to perform work during evening hours and Saturdays for customer
convenience. During various times of the year, work hours may be adjusted for climate
and weather conditions, as mutually agreed to between Offeror and Fort Collins.
Response:
19.7 Offeror Support of Fort Collins Workforce
19.7.1 Logistics Support to Fort Collins Workforce. Fort Collins intends to streamline the
Work Order flow, and more efficiently manage the logistics of all AMI meter and module
installation activities, regardless of whether such activities are to be performed by
Offeror or Fort Collins personnel. While the vast majority of the field installation
activities are to be performed by the Offeror’s work force, there are designated meters
per Appendix D – Electric and Water Job Skills Matrix, that Fort Collins personnel will
install. For the Fort Collins work, Offeror shall provide Cross Dock and Work Order
Management (WOMs) services and support to the Fort Collins field workforce for
installation of AMI meters as described herein.
Response:
19.7.1.1 Offeror shall provide Work Order planning, issuing and handling using its WOMs
solution in the standard configuration used by Offeror.
19.7.1.2 Offeror shall provide dispatching and file transfer activity for work orders
completed by Fort Collins in conjunction with Offeror work orders; Fort Collins
work orders will not be separated.
19.7.1.3 Offeror dispatching and support activity for Fort Collins shall occur during normal
operating hours as used by the Offeror workforce.
19.7.1.4 Offeror shall supply the handhelds and mobile application licenses for each
named user.
19.7.1.5 Offeror shall supply the monthly data plan to support transfer of completed work
orders.
19.7.1.6 Offeror shall supply the maintenance on mobile software and mobile hardware.
Negligent behavior is not covered by this maintenance plan.
19.7.1.7 Offeror’s services shall include verification and monitoring processes for Fort
Collins assigned work orders.
19.7.1.8 Offeror’s services shall include reporting as needed for Fort Collins to manage
Fort Collins workforce productivity.
19.7.1.9 Offeror shall provide Quality Assurance/Quality Control of the WOMs process to
assure proper completion of Fort Collins work orders prior to final file transfer to
Fort Collins.
19.7.1.10 Unless otherwise provided by Fort Collins, Offeror shall provide the facilities
required to support this effort.
19.7.1.11 Offeror shall provide materials handling and Cross Dock services to support
this effort.
19.7.1.12 Offeror shall provide the materials scrapping and management to support
this effort.
19.7.1.13 Offeror shall provide Call Center support for this effort.
Offeror shall indicate its compliance with the preceding requirements.
Response:
19.7.2 In support of the requirements in section 19.7.1, Fort Collins shall provide the following
services.
19.7.2.1 Fort Collins shall provide its own production management of its Fort Collins
workforce.
19.7.2.2 Fort Collins shall provide the workforce rules that dictate which of its employees
can work on specific work order types. Fort Collins shall work with Offeror to
clearly identify these workforce configurations, and Offeror shall add these
workforce rules in its WOMS system as required.
19.7.2.3 Fort Collins shall be responsible to perform Quality Audits of the field work
completed by its workforce.
Offeror shall indicate its compliance with the preceding requirements.
Response:
20 Call Center
20.1 Structure and Operations
20.1.1 Call Center (CC) Overview. Offeror shall provide a CC offering customers a point of
contact for matters concerning meter/module installation inquiries, scheduling or
problems. Offeror is requested to provide an overview of its Call Center operations that
it intends to provide to support the Fort Collins installation.
Response:
20.1.2 Performance. Offeror’s CC shall provide the same level of customer service provided
by Fort Collin’s CC and expected by Fort Collin’s customer. Fort Collin’s CC has a
mandated service level goal of answering ninety (90%) percent of calls within sixty (60)
seconds with less than 3 percent (3%) of abandoned calls. This required service level
goal shall also be achieved by the Offeror’s CC on a monthly basis. Offeror shall
indicate compliance with this requirement.
Response:
20.1.2.1 Does the Offeror’s call center defer to an initial use of a VRU for call pre-
screening, or does the Offeror attempt to perform a live interaction for each call it
receives?
Response:
20.1.3 References. Offeror shall indicate at which utilities it established an End Point CC for
another water and/or electric utility meter or module installation.
Response:
20.1.4 Hours of Operations. Fort Collin’s CC is available 7AM-6PM Mountain Monday-Friday.
Some percentage of calls is received after normal CC operating hours. Customers may
need to reschedule meter/module installation appointments or report a problem after a
meter/module installation after normal business hours. Describe Offeror’s ability to
address calls after normal operating hours.
Response:
20.1.5 CC Location. It is vital to provide Fort Collins customers with representatives that are
knowledgeable and whose speech patterns are easily understood. Fort Collins
expects that the CC employee(s) will attain some basic information and knowledge of
the Fort Collins community. Offeror shall indicate compliance with this requirement.
Response:
20.1.5.1 Offeror shall indicate in what city and state the Offeror CC shall be maintained.
Response:
20.1.6 Policies and Procedures. Offeror shall provide a CC policies, procedures, and training
manual (including customer service “ambassador training”).
Response:
20.2 Call Volume & Staffing.
20.2.1 Scope. Fort Collins plans full automation of approximately 65,000 electric meters and
35,000 water meters over a period of approximately sixteen (16) months. Address each
of the following questions/requests considering the Deployment Period. Appendix G –
AMI Electric & Water Deployment – Initial Plan provides more specific information
regarding the volume of monthly meter installation.
Response:
20.2.1.1 Based on Offeror experience, what percentage of customers will call regarding a
meter or module installation?
Response:
20.2.1.2 How many representatives does Offeror propose to employ to cover the inbound
calls from customers and the outbound calls to customers for appointments and
other reasons?
Response:
20.2.1.3 Provide a description of each CC position and applicable duties.
Response:
20.2.1.4 How will Offeror ensure that appropriate supervision is on-site at all times during
hours of operation?
Response:
20.2.1.5 Provide the supervisor to Customer Service Representative ratio.
Response:
20.2.2 Escalation. Describe the call escalation process when an Offeror Customer Service
Representative requires the assistance of a supervisor.
Response:
20.2.3 Separation. Fort Collins reserves the right to separate CC employees that it identifies
as poor performers. Provide the process to separate a poor-performing employee.
Response:
20.2.3.1 Provide the process and duration to replace a separated employee.
Response:
20.2.4 Updates. Provide the process and timeliness to train employees with new updated
information.
Response:
20.2.5 Experience. If Offeror plans to utilize an existing CC, describe the type and average
length of service of Offeror’s representatives’ experience and the attrition rate (include
calculation used).
Response:
20.3 Customer Communications
20.3.1 Languages. There are two (2) predominant languages spoken in Fort Collins’ service
territory: English and Spanish.
Response:
20.3.1.1.1 How do you propose to communicate in both languages?
Response:
20.3.1.1.2 How do you propose to communicate with customers who speak languages other
than English or Spanish?
Response:
20.3.2 Hearing & Speech Impaired. How do you propose to communicate with the hearing or
speech impaired?
Response:
20.3.3 Inquiries. Offeror shall provide a description of the various types of customer inquiries
typically made to its End Point CC.
Response:
20.3.4 Scripts. Offeror shall provide sample scripts it has used in prior End Point CC projects.
Response:
20.3.5 Message Retrieval. Offeror shall indicate availability of message retrieval and, if
applicable, describe latency of message retrieval and response.
Response:
20.3.6 Email/Internet. Describe Offeror’s use of alternative customer communications options
such as e-mail and the internet.
Response:
20.3.7 Data Latency. In order to provide customers timely updated information,
representatives will need access to real-time field data regarding the meter exchange or
module installation.
Response:
20.3.7.1 How does Offeror propose to provide its CC representatives with real-time field
data?
Response:
20.3.7.2 How does Offeror propose to provide Fort Collins representatives with real-time
field data?
Response:
20.3.8 Customer Calls
20.3.8.1 Call Transfers. There will be circumstances when the Offeror’s representative
will need to transfer a customer call to Fort Collins representative. For these
situations, please respond to the following:
Response:
20.3.8.1.1 From past experiences, describe specific situations (e.g.
complaints, claims, etc.) that required utility involvement and the
position of the utility representative contacted.
Response:
20.3.8.1.2 What percent of the calls required utility company involvement?
Response:
20.3.8.1.3 Describe the Call Center’s capability to re-route calls to Fort
Collins. Address both “warm” call transfers where an Offeror
representative remains on the line with the customer until hand-
off to Fort Collins is complete and “cold” call transfers where
customer is transferred to Fort Collins without a hand-off.
Response:
20.3.8.1.4 Describe Offeror’s use of Voice Response Unit (VRU)
technology to re-route non installation related calls to Fort
Collins.
Response:
20.3.9 Call Referrals.
20.3.9.1 Describe the process for Fort Collins representative to transfer a customer call to
an Offeror representative. Address both “warm” call transfers where Fort Collins
representative remains on the line with the customer until hand-off to Offeror is
complete and “cold” call transfers where customer is transferred to Offeror
without a hand-off.
Response:
20.3.9.2 Describe Offeror’s ability to accept installation related calls re-routed by Fort
Collins’ VRU technology (GTRI/Cisco).
Response:
20.3.10 Customer Contact Information. On a daily basis, Offeror shall provide Fort Collins
with a record of all communications between Offeror and Fort Collins’ customers. A
copy of all remarks, contacts, or logs of communications from Offeror customer
management system is sufficient. Fort Collins will import these records into its
customer information system to keep Fort Collins CSRs informed of the history of
communications with Fort Collins’ customers. Offeror shall indicate compliance with
this requirement.
Response:
20.3.11 City Manager and City Council Complaints. Customers desiring to complain to
the City Manager or City Council must be directed to the correct contacts for such
complaints. Fort Collins will provide the necessary contact information to be provided to
the customer. However, Offeror’s CSR shall attempt to route such customer calls
through the Fort Collins Call Center. City Manager and City Council complaint calls
must be logged separately and the log forwarded to Fort Collins with high priority.
Offeror shall indicate compliance with this requirement.
Response:
20.3.12 Emergencies. Offeror shall refer Fort Collins’ customers to the appropriate
emergency authorities in the event of an emergency situation (e.g. customer calls to
report an unsafe electric condition or water leak). Fort Collins will provide Offeror with
appropriate contact information for emergencies to be addressed. Offeror’s voice
mail/VRU/IVR system will include a message regarding emergencies and the
appropriate contact information. Offeror shall indicate compliance with this
requirement.
Response:
20.3.13 Customer Service. Describe Offeror’s procedure to maintain a sufficient level of
customer service in the event call volume exceeds expectations.
Response:
20.3.14 Call Monitoring. Describe the system capability for Fort Collins to monitor the
Offeror’s phone conversations with Fort Collins’ customers.
Response:
20.3.15 Quality Monitoring. Describe Offeror's process to ensure the quality of all
interactions with customers.
Response:
20.3.16 Quality Assurance. There may be situations where a customer will call Fort Collins
regarding an exchange between the customer and the Offeror’s representative. These
situations will require the ability for Fort Collins to review the actual conversation.
Offeror shall need to provide the following system requirements. Offeror shall indicate
compliance with this requirement. All calls shall:
20.3.16.1 Be recorded.
20.3.16.2 Be cataloged by date, time, complaint or phone number.
20.3.16.3 Be maintained a minimum of one hundred eighty (180) days with the option
to hold specific calls for a longer period as necessary.
20.3.16.4 Have the ability to be queried by date or phone number.
Offeror is requested to indicate its compliance with the preceding requirements.
Response:
20.4 Customer Satisfaction
20.4.1 Customer Satisfaction Surveys. Fort Collins may conduct periodic customer
satisfaction surveys regarding the communications between the customer and the
Offeror’s CC. Offeror shall implement a customer feedback system that captures
customer compliments, complaints and suggestions and that implements a process to
address each. Offeror shall be required to collect and report the following statistical call
data on an ad-hoc, interval (Fort Collins collects data on a sixty (60) minute interval
basis), daily, month-to-date, month-end, YTD, and cumulative basis including the
following. (Offeror shall indicate compliance with this requirement):
20.4.1.1 Total calls.
20.4.1.2 Average Speed of Answer (ASA).
20.4.1.3 Wait time.
20.4.1.4 Total and average call handle time.
20.4.1.5 Total and average talk time.
20.4.1.6 Total and average after call work time.
20.4.1.7 Total and average hold time.
20.4.1.8 Total and average unavailable time (paid non-break time).
20.4.1.9 Calls per representative.
20.4.1.10 Calls per sixty (60) minute interval.
20.4.1.11 Calls per day.
20.4.1.12 Calls per month.
20.4.1.13 Abandoned/lost calls.
20.4.1.14 Total number and percent of calls blocked or busy calls.
20.4.1.15 Telephone Service Level (TSF) daily, weekly, monthly, quarterly.
20.4.1.16 Calls transferred to Fort Collins.
20.4.1.17 Short calls (<10 seconds).
Offeror is requested to indicate its compliance with the preceding requirements.
Response:
20.4.2 Satisfaction Measurements. Per bi-annual research, Fort Collins Utilities consistently
receives world class customer satisfaction ratings with over 90% of customers ranking
customer service at the highest levels. Describe how Offeror presently measures
customer satisfaction of existing or past CCs, what metrics are used, and provide
results from actual CC operations.
Response:
20.4.3 Public Utility Commission or Equivalent Municipal “At Fault” Complaints. How
many public utility commission or equivalent municipal complaints against Offeror have
been deemed “at fault” of the Offeror?
Response:
20.5 CC Audit
20.5.1 Offeror CC Audit. Fort Collins shall have the right to periodically (typically monthly or
quarterly) audit Offeror’s CC operations either remotely or on-site of the CC facility.
Offeror shall indicate compliance with this requirement.
Response:
21 Customer Contact and Access
21.1 Customer Contact. Fort Collins’ objective is to make the customer impact as minimal as
possible and is therefore interested in using the Offeror’s experience to best achieve this
objective. Describe Offeror’s experiences and process for achieving this objective.
Response:
21.2 Gaining Access. Describe in detail Offeror’s process for performing multiple attempts to gain
access to customers’ premises. Hard-to-access can include but is not limited to high security
areas including military bases, locked gates, loose animals, building modifications, customers’
constraints, inside installations, and encroaching landscape.
Response:
21.3 Maximum Attempts. Offeror shall detail its meter access process, indicating the maximum
amount of times Offeror shall attempt to access meters prior to returning them to Fort Collins
as “Unable to Complete (UTC)”. Fort Collins expects a minimum of three (3) fully documented
attempts to gain access. At least one (1) attempt shall be via letter. At least two (2) attempts
shall be physical visits to the premise. Full documentation of attempts to access meters shall
include date, time and method of attempt.
Response:
21.3.1 Unable to Complete (UTC). If after the final letter is sent, and Offeror is still unable to
complete the meter exchange, then Offeror shall return the work order to Fort Collins as
“unable to complete (UTC)” and shall be entitled to the standard installation fee (e.g.
unit cost per meter) for that meter.
Response:
21.4 Advanced Notification. Offeror shall describe its advance access notification procedures, the
customer specific information it requires, and the process for scheduling appointments to
accomplish the required meter exchanges and module installations, including any devices
and/or information required for access to customers’ premises.
Response:
21.5 Appointment Setting. Describe the process that the Offeror shall use to schedule
appointments and how it plans to communicate the appointment dates to Fort Collins so that
Fort Collins’ Customer Service Representatives (CSRs) are aware of these appointments.
Offeror is also requested to provide information in a graphical format for viewing by Fort Collins
personnel.
Response:
21.5.1 Appointment Service Level. Offeror shall ensure that customer appointments occur as
scheduled. Offeror shall assume responsibility for financial penalties or claims
associated with Offeror’s inability to achieve mandated service levels. Describe how
this appointment service level is measured and reported.
Response:
21.5.2 Life Support Customers. Offeror shall be required to schedule meter or module
installation appointments for all premises that Fort Collins identifies as life support
customers. Offeror shall indicate compliance with this requirement.
Response:
21.5.3 Self-scheduling. Offeror shall describe its use of VRU, web-site or other systems to
allow customers to schedule their own appointments.
Response:
21.6 Door Hangers. Offeror shall leave a door hanger provided by Fort Collins upon completion of
meter or module installation. Offeror shall indicate compliance with this requirement.
Response:
21.7 Other Post Installation Communication. Offeror is asked to describe alternatives to door
hangers to notify the customer of the completion of its installation process.
Response:
21.8 Failure to Access. Describe in detail Offeror’s criteria and procedures for turning back to Fort
Collins the expected small percentage of installations where access could not be accomplished.
Response:
21.8.1 Offeror shall indicate, based on past implementations, what percentage of meter or
module installation attempts will result in a failure to access?
Response:
21.9 Indoor meters. A percentage of Fort Collins meters are located indoors or behind locked
gates. Fort Collins estimates the following percentage of such meters by jurisdiction (Offeror
shall indicate awareness of this information):
21.9.1 Indoor Electric. Utility estimates that approx. 10% of its electric meters are indoors.
Of these, Offeror is responsible for replacement of Form 1S, 2S and 12S meters as
specified in Appendix E – AMI End Point Installation Services Pricing, Tab 1 Electric
Meter Installation.
Response:
21.9.2 Indoor Water. Utility estimates that approx. 20% (6,500) of its water meters are
indoors and will require an indoor AMI communications module mounted adjacent to
that meter. Of these, Vendor is responsible for installation of specific indoor water
modules as specified in Appendix E – AMI End Point Installation Services Pricing, Tab
2 Water Module Installation.
Response:
22 Field Installation
22.1 System Information, Roles & Responsibilities
22.1.1 Water Only Service Area. Offeror is advised that the Utility currently also provides
water service to a rural sector in the Laporte area, comprised of ~1,500 water meters
spread over an area of approximately 12 square miles. The Utility does not serve
electricity in this area. The Utility’s service area is as shown in Appendix H – Service
Territory Map.
Response:
22.1.2 Responsibilities of AMI Technology Offeror Versus End Point Installation Vendor.
Per this RFP, the End Point Installation Vendor is being selected to perform all meter
and associated end point installations, including the use of the Elster handheld devices
to install and commission water communication modules. The AMI Technology Vendor
shall be required to work closely with the selected End Point Installation vendor to train
the installer on any such requirements.
Response:
22.1.3 Communication Verification. The End Point Installation Vendor is responsible for
installation and commissioning of all end point devices in accordance with the approved
processes that are unique to the AMI Vendor’s technology. In the event that proper
installation by the End Point Installation Vendor does not result in a communicating
device, the AMI Technology Vendor is responsible for ensuring proper end point device
communication to the network.
Response:
22.1.3.1 The AMI Technology Vendor is responsible for installation of all equipment
necessary to establish and maintain communications with the network including
but not limited to external antennas, signal boosters, filters, etc.
Response:
22.1.4 Maintenance and Troubleshooting of End point & HAN Devices. The End Point
Installation Vendor is responsible for installation and commissioning of all end point
devices in accordance with the approved processes that are unique to the AMI
Vendor’s technology. The AMI Technology Vendor is responsible for conducting
maintenance and troubleshooting of all end point devices, provided such devices have
been verified as installed in accordance with the approved processes.
Response:
22.1.5 Provision of Supplemental Services. The Offeror may be asked to act on the AMI
Technology Vendor’s behalf to provide end point maintenance and troubleshooting
services. Provision of such services shall be at the Offeror’s discretion and subject to
mutually agreeable terms and conditions as shall be negotiated between the parties.
Offeror is required to indicate its interest in providing such services.
Response:
22.2 General Requirements
22.2.1 Process Development. Upon award, Offeror shall develop Offeror’s work flows and
processes to implement and report on all Field installation activities in this RFP.
Response:
22.2.2 Life Support Customers. For each life support customer, Fort Collins annotates these
in its CIS system, and attempts to affix a life support customer indicator (tags or
stickers) to the meters. Offeror shall not install an electric meter at a premise with such
a life support annotation or indicator without a previously scheduled appointment.
Offeror shall indicate compliance with this requirement.
Response:
22.2.3 Revenue Protection/Tampering Investigations (Electric and Water). Offeror shall be
required to review existing metering end points and fittings for obvious signs of
tampering including, but not limited to: jumpers, bypasses, tampered meters, un-
metered load on the line side of the meter, damage caused by apparent attempts to
open the meter, etc. Offeror shall indicate compliance with this requirement.
Response:
22.2.3.1 Reporting. Offeror shall provide means of reporting revenue
protection/tampering situations to Fort Collins immediately or by the end of the
business day following revenue protection tampering discovery depending on
criteria to be developed jointly by the Offeror and Fort Collins. Offeror shall not
complete a meter exchange or module installation if tampering is detected.
Response:
22.2.3.2 Pictures. Offeror shall document revenue protection/tampering found and
photograph associated situations. Offeror shall provide a process for capturing,
storing, and making available photographs.
Response:
22.2.4 Premises Requiring Repair. Offeror shall report any premise requiring repair to Fort
Collins by the end of the business day following discovery of premise requiring repair.
Fort Collins shall be responsible for ensuring the completion of necessary Premise
repairs. Offeror shall complete end point installation following prescribed emergency
and “Make Safe” procedures unless prohibited due to an unsafe situation. Offeror is
asked to describe its ability and process to complete “make safe” repairs.
Response:
22.2.5 Damaged Electric Meters. Offeror shall document, photograph, and report all electric
meters found to be damaged to Fort Collins by the end of the business day following
discovery of damaged meters. Offeror shall complete an electric meter following
prescribed emergency and “Make Safe” procedures unless prohibited due to an unsafe
situation. Offeror and Fort Collins will develop guidelines around the identification of
unsafe situations.
Response:
22.2.6 Damaged Water Meters or Encoder-Registers. Offeror shall document, photograph,
and report all water meters or encoder-registers found to be damaged to Fort Collins by
the end of the business day following discovery of damaged meters. Offeror and Fort
Collins will develop guidelines around the identification of unsafe situations. Offeror
shall not complete a water module installation on a damaged water meter or encoder-
register.
Response:
22.2.7 Unsafe situations. Offeror shall review existing metering facilities for unsafe situations
that may potentially cause harm to individuals or may result in property damage. Fort
Collins will provide training on how to identify these conditions. The Offeror shall
immediately report unsafe situations to Fort Collins. The Offeror shall document the
unsafe situation via work order comments and photographs. If an unsafe situation is
discovered, the meter will not be exchanged or the module will not be installed until
corrective action has been taken. Offeror shall make every effort to ensure that the
public is protected from the unsafe situation, and shall remain on-site until Fort Collins
personnel arrive. Offeror shall indicate compliance with this requirement.
Response:
22.2.8 Incomplete Installation. In the event that Offeror begins, but cannot complete
installation of a meter installation on a specific premise and would otherwise leave the
customer without electricity or water, Offeror shall immediately notify Fort Collins, so
that Fort Collins can make appropriate arrangements to manage or correct this situation
the same day. Offeror and Fort Collins shall jointly develop a notification process that
meets these requirements.
Response:
22.2.9 Emergencies. In the event that the Offeror’s field installer encounters an emergency
situation not covered elsewhere herein, the field installer shall take immediate action to
secure their own safety and the safety of others in the vicinity. Once personal safety
and the safety of others is achieved, the installer shall assess the situation and call 911
if there is an immediate threat or injury. The installer shall then immediately contact
their supervisor to seek specific assistance to resolve that situation. Fort Collins will
provide Offeror with appropriate contact information for emergencies to be addressed.
Offeror shall indicate compliance with this requirement.
Response:
22.2.10 Incorrectly Installed Legacy Meters. Offeror shall document, photograph, and report
all meters found to be incorrectly installed by the end of the business day following
discovery of incorrectly installed meter. Offeror shall complete end point installation
following prescribed emergency and “Make Safe” procedures unless prohibited due to
an unsafe situation.
Response:
22.2.11 Master Meters. Fort Collins utilizes master metering whereby Fort Collins meters
the total electric kWh and/or water gallons delivered to a premise, and the premise
owner sub-meters electric or water service. Offeror shall be responsible for
replacement of master electric meters and installation of modules on water master
meters only.
Response:
22.2.12 Found Meters. Offeror shall document, photograph, and report all meters found in
the field where an exchange or installation service order does not exist by the end of
the business day following discovery of the found meter. Offeror shall not exchange
found meters without the approval of Fort Collins.
Response:
22.2.13 Obstructed Meters. Offeror shall document, photograph, and report all meters
found in the field where an exchange is not possible due to obstructed conditions.
Offeror shall report these and provide photographic evidence of its inability to complete
the exchange to Fort Collins by the end of the next business day.
Response:
22.2.14 Encoder/Register Programming. Some Fort Collins water meters exist with
Neptune Pro read encoder-registers that are programmed to accommodate a touch
pad. At the time of water communications module installation, the Offeror is required to
verify that these encoder-registers are already set to ‘auto detect/radio mode’, so as to
enable these encoder-registers to properly work with the new communications module.
If not set to this mode, Offeror shall re-program to this mode.
Response:
22.2.15 Water Pit Lid Holes. An estimated 99% of Fort Collins water meter pit lids are pre-
drilled to accommodate an existing Touch Pad or radio. During pit water module
installation, the Offeror will remove the existing Touch Pad or radio, and replace it with
the new water communications module. Should the Offeror encounter a broken lid, or a
lid that is not pre-drilled, the installer will replace that lid with a pre-drilled lid. Fort
Collins will supply the Offeror with a limited number of pre-drilled lids for this purpose.
Response:
22.2.15 Water Leaks. The Offeror shall train its employees to identify water leaks as part of
the water module installation process.
Response:
22.2.15.1 Minor Water Leaks: In the event that a minor water leak is encountered that
does not affect the safety of the installer or others in the vicinity, and does not
pose a threat of damage to the area or property surrounding the meter, the field
installer shall complete the module installation, take a picture, and make note of
the leak in its work order management system. Upon completion of that day’s
work, the Offeror shall flag and send these specific work orders in a separate file
to Fort Collins for follow up action.
Response:
22.2.15.2 Major Water Leaks. In the event that a major water leak is encountered that
does affect the safety of the installer or others in the vicinity, or does pose a
threat of damage to the area or property surrounding the meter, the field installer
shall take immediate action to secure their own safety and the safety of others in
the vicinity, shall take reasonable measures to stop the leak, and then shall
immediately contact their Field Supervisor or the Fort Collins water response
team to request assistance.
Response:
22.2.16 Meter/Module Seals. Offeror shall be responsible for affixing Fort Collins meter seal to
each meter socket, and other un-metered cabinets, test switches, or raceways upon
completion of electric meter installation. Meter/Module seals unique to the Offeror
shall be provided by Fort Collins.
Response:
22.2.16.1 Locking Rings. Offeror shall be responsible for re-installation of locking
rings where locking rings were used to secure the legacy electric meter. Fort
Collins will provide keys to the Offeror for the removal of existing locks. Offeror
may be required to replace old locks with new preloaded locks.
Response:
22.2.16.2 Controls. Offeror is expected to maintain the highest level of control over
any keys, locks or seals provided by Fort Collins for use in securing its property.
Offeror must replace or reimburse Fort Collins for any lost keys and notify Fort
Collins immediately when such loss occurs. Broken keys are to be returned to
Fort Collins for repair or replacement.
Response:
22.3 Meter and Module Installation
22.3.1 Upon award, Offeror shall provide, and Fort Collins shall approve, Offeror’s processes
and procedures for all activities defined in Section 22.3. Offeror shall include these in
its installation Work Process Flows.
Response:
22.3.2 Electric Multi-Meter Panel or Water Multi-Meter Assembly Installations. When
installing electric meters or water modules in multi-meter service panels or assemblies,
accuracy of the meter to customer relationship is necessary to avoid “switched meter”
situations that result in billing disputes. Offeror shall describe process for ensuring that
the existing meter to customer relationships on all multi-meter or multi-module
installations are maintained.
Response:
22.3.3 Voltage Verification. Describe, in detail, Offeror’s process for safely verifying the
secondary voltage at each electric meter point for each meter type.
Response:
22.3.4 Photographs. Before beginning the electric meter exchange or the water module
installation, Offeror shall digitally photograph all readings and register values on the
legacy meter. For water meters, pictures shall not be required for the encoder-register
if access is not available to that device. Picture will clearly show meter number,
electric/water meter set, and all meter/index readings and registers (meters with
multiple registers require separate pictures for each register). The photographs will be
captured in an industry accepted digital photograph format. Offeror shall capture, store,
and provide each photo upon request.
Response:
22.3.4.1 Post Installation. Fort Collins requests that Offeror provide additional pricing (if
any) to take a photo of the completed meter/premise set. Fort Collins reserves
the right to select this option.
Response:
22.3.4.2 Formats. Offeror shall indicate what picture formats can be provided to Fort
Collins.
Response:
22.3.4.3 Single Phase and Network Self-Contained Meter Change. Offeror shall describe in
detail its’ process for safely replacing residential and commercial single-phase and 12S-
network self-contained meters, and also describe its’ associated quality assurance and
quality guarantees/warranty to Fort Collins. Process should include but not be limited to
tamper/diversion inspection/detection, incorrect legacy meter installation, switched-meters
inspection, voltage testing and meter size verification. Offeror shall acknowledge the
minimum job skills and qualifications that are required for this work as specified in Appendix
D – Electric and Water Job Skills Matrix and Appendix F – Job Descriptions.
Response:
22.3.5 Single Phase Transformer-Rated Meter Change. Offeror shall describe in detail its’
process for safely replacing residential and commercial single phase transformer-rated
meters, and also describe its’ associated quality assurance and quality
guarantees/warranty to Fort Collins. Process should include but not be limited to
tamper/diversion inspection/detection, incorrect legacy meter installation, switched-
meters inspection, voltage testing and meter size verification. Offeror shall
acknowledge the minimum job skills and qualifications that are required for this work as
specified in Appendix D – Electric and Water Job Skills Matrix and Appendix F – Job
Descriptions.
Response:
22.3.6 Three Phase Self-Contained Meter Change. Offeror shall describe in detail its’
process for safely replacing residential and commercial three-phase meters, and also
describe its’ associated quality assurance and quality guarantees/warranty to Fort
Collins. Process should include but not be limited to tamper/diversion
inspection/detection, incorrect legacy meter installation, switched-meters inspection,
voltage testing and meter size verification. Offeror shall acknowledge the minimum job
skills and qualifications that are required for this work as specified in Appendix D –
Electric and Water Job Skills Matrix and Appendix F – Job Descriptions.
Response:
22.3.7 Three-Phase Transformer Rated Meter Change. Offeror shall describe in detail its’
process for safely replacing commercial and industrial three-phase instrument rated
meters inclusive of CT/PT validation, meter programming checks, and also describe its’
associated quality assurance and quality guarantees/warranty to Fort Collins. Process
should include but not be limited to tamper/diversion inspection/detection, incorrect
legacy meter installation, switched-meters inspection, voltage testing and meter size
verification. Offeror shall acknowledge the minimum job skills and qualifications that
are required for this work as specified in Appendix D – Electric and Water Job Skills
Matrix and Appendix F – Job Descriptions.
Response:
22.3.8 Electric Meter Replacement Under Load. Fort Collins has an objective to use the
Offeror’s most efficient and safe meter change-out process. Offeror is asked to describe
in detail how Offeror will change out a meter where a bypass or disconnect is available.
Response:
22.3.8.1 Offeror is requested to describe in detail how it will change out a meter where a
bypass or disconnect is not available. If it is possible for the change-out to occur
without loss of electricity at the customer premise, describe the procedure that
facilitates this.
22.3.9 Water Installation Requirements. Requirements are as follows. Please refer to
Appendix E – AMI End Point Installation Services, Tab 2 – Water Communications
Modules, for additional details.
22.3.9.1 Outdoor Pit Sets, non-ERT & all Encoder/Registers, All meter sizes: EPI
Vendor verify Pro-read's in 'auto/radio mode'; + install AMI Comms Module.
22.3.9.2 Outdoor Pit Sets, existing ERT & all encoder/registers, All meter sizes: EPI
Vendor verify Pro-read's in 'auto/radio mode'; + install AMI Comms Module.
22.3.9.3 Outdoor Wall Remotes, 3 wire & all encoder/registers, All meter sizes: EPI
Vendor verify Pro-read's in 'auto/radio mode'; + install AMI Comms Module.
22.3.9.4 Outdoor Wall Remotes, 2 wire & all encoder/registers, All meter sizes: EPI
Vendor inspect & identify 2 wire config; install remote/wall mount AMI comms
module inside premise; remove touchpad & install cover plate.
22.3.9.5 Indoor Meter Set, existing ERT & all encoder/registers, All meter sizes:
Install remote/wall mount AMI comms module inside premise.
22.3.9.6 Indoor Meter Set, existing Generator Remotes - 3 wire & 2 wire & all
encoder/registers, All meter sizes: replace meter & encoder/register; + install
AMI Comms Modules inside premise.
Offeror is required to acknowledge the preceding requirements.
Response:
22.3.10 Water Module Installation- Pit Set. Offer is asked to describe in detail its’ process
for safely installing AMI technology water modules on existing pit set water meters, and
also describe its’ associated quality assurance and quality guarantees/warranty to Fort
Collins. Process should include but not be limited to tamper/diversion
inspection/detection, incorrect legacy meter installation, meter and index photograph,
and switched-meters inspection. Offeror shall acknowledge the minimum job skills and
qualifications that are required for this work as specified in Appendix D – Electric and
Water Job Skills Matrix and Appendix F – Job Descriptions.
Response:
22.3.11 Water Module Installation- Wall/Remote Unit. Offer is asked to describe in detail
its’ process for safely installing AMI technology water modules on meters where existing
wall/remote touch pads or remote generators are to be replaced with wall/remote mount
communications modules, and also describe its’ associated quality assurance and
quality guarantees/warranty to Fort Collins. Process should include but not be limited to
tamper/diversion inspection/detection, incorrect legacy meter installation, meter and
index photograph, and switched-meters inspection. Offeror shall acknowledge the
minimum job skills and qualifications that are required for this work as specified in
Appendix D – Electric and Water Job Skills Matrix and Appendix F – Job Descriptions.
Response:
22.3.12 Pit Standards. Offeror is required to review and acknowledge compliance with
Appendix K1 - Water Meter Wiring Procedures - Outside Installations - Meter
Box_Meter Pit_ Meter Vault Applications, for information and standards for outside pit
installations that Offeror’s installers will encounter in the field.
Response:
22.3.13 Wall/Remote Standards. Offeror is required to review and acknowledge
compliance with Appendix K2 - Water Meter Wiring Procedures For Inside Installation -
Communication Modules, for information and standards for wall/remote installations that
Offeror’s installers will encounter in the field.
Response:
22.3.14 Meter/Module to Network Communication Verification. The Offeror shall
complete a post installation meter/module communications verification check prior to
leaving the site to ensure that the AMI meter and other installed system devices, if any,
are communicating with the AMI system properly. This check shall be developed in
close cooperation with the AMI Technology Vendor and approved by Fort Collins.
Water: The ability of the EA_Inspector handheld to connect to, and allow proper
programming and commissioning of, the water module itself is deemed adequate to
assure that the water communications module is working properly.
Electric: The electric meter, if it is installed in an area with sufficient network coverage,
will display in its LCD messaging the fact that it has received a “time Synch” message
from the network. If so visible, this time synch indicates adequate communications. If
the mesh is incomplete, however, this time synch may not be available at time of install
in which case this requirement will be waived. This check can be accomplished within
the normal ‘cleanup time’ as the installer is wrapping up the installation, and therefore
should not require additional time on site by the installer
Offeror is asked to acknowledge these requirements.
Response:
22.3.15 Field Investigations – Post Installation. After installation, some small percentage
of the installed AMI meters & water modules may require an investigation and
resolution for multiple reasons including incorrect installation, failed hardware, software
mismatches on the systems, poor communications, etc. Fort Collins will notify Offeror
within a period of 20 working days from initial AMI electric meter or water
communications module installation of all work orders that require investigation, Offeror
will be required to revisit non-performing meters/modules in the deployment area,
identify the cause of the problem and when applicable resolve the issue, all within 5
working days of notification by Fort Collins. Offeror shall acknowledge this requirement.
Response:
22.3.15.1 Field Investigations due to Offeror’s workmanship shall be Offeror’s sole
responsibility to resolve and not subject to additional cost recovery.
Response:
22.3.15.2 Field Investigations by Offeror that are caused by issues not associated with
Offeror’s workmanship (e.g. poor Elster AMI communications, failed Elster
hardware or software mismatches on the systems, etc.) shall be invoiced to Fort
Collins, in accordance with Exhibit E – AMI End Point Installation Services
Pricing, Tab 4 – Other Implementation Costs, Item 2 – “Post Installation Field
Visits”.
Response:
22.3.16 Products. The AMI Technology Vendor may be asked to provide new meter or
module products to address Fort Collins’ meter functionality and population
requirements defined in Appendix E – AMI End Point Installation Services Pricing.
Offeror shall work with the AMI Technology contractor(s) to identify specific training and
testing gaps, and shall be required to complete required training for meter and module
installation and testing of meters and other end point devices to be installed as part of
the AMI Technology Vendor’s solution.
Response:
23 Exceptions Handling
23.1.1 Water Meter and Encoder-Register Installation. Offeror will not install any new water
meters or encoder-registers. Fort Collins will be responsible for these installations.
Response:
23.1.2 Existing Water 'Generator Remotes': Offeror will not replace any ‘Generator remotes’
or install water communications modules on these meters. Fort Collins will be
responsible for these installations.
Response:
23.1.3 Detected Switched Meters. Offeror shall describe its process for notification to Fort
Collins of existing switched meters discovered during AMI meter or module installation.
Offeror shall notify Fort Collins by the end of the following business day.
Response:
23.1.4 Inoperable Meters and Modules. Offeror shall return any inoperable AMI-enabled
meters and modules to Fort Collins on a periodic basis, as specified by Fort Collins, not
to exceed monthly.
Response:
23.1.5 ERT-Enabled Electric Meters. Offeror shall return any removed electric meters
containing ERT modules, and all stand-alone water ERT modules to Fort Collins.
Response:
23.1.6 ERT Water Modules. Offeror shall return all removed water ERT modules to Fort
Collins.
Response:
23.1.7 KYZ Outputs. Some Fort Collins customers are utilizing KYZ outputs from Fort Collins
meter as a source of information for a customer energy management system. Fort
Collins will provide installation of KYZ enabled meters and assume responsibility for
reconnecting KYZ outputs after installation of a new electric meter.
Response:
23.1.8 Customer Claims. Fort Collins expects the Offeror to assume responsibility for claims
filed by Fort Collins’ customers related to an AMI electric meter or water module
installation performed by the Offeror. Offeror shall describe its policies and procedures
for managing customers’ claims including notification to Fort Collins.
Response:
23.1.9 Incorrectly Installed Meters and Modules. Offeror shall assume financial
responsibility for all consequential costs of meter or module sets which result in a billing
error due to an incorrectly installed electric meter or water module. Offeror shall
indicate compliance with this requirement.
Response:
23.1.10 Damages. Offeror shall assume financial responsibility for meter sets under load
which result in damage to the devices or customer equipment. Offeror shall indicate
compliance with this requirement. .
Response:
23.1.11 Premises Requiring Police Escort. Fort Collins will perform electric meter and
water module installation at premises which require police escort.
Response:
24 Quality Audits, Verification and Acceptance of Work
24.1 Quality Management. The professionalism, accuracy and quality of the services delivered
under this RFP are of substantial interest to Fort Collins. Offeror shall provide a description of
its’ Quality Management Program that it intends to implement to ensure accurate and quality
completion of all services in accordance with this RFP, with its response to this RFP.
Response:
24.2 Field Quality Audits. The professionalism, accuracy and quality of the field installation
activities are of substantial interest to Fort Collins. Improperly installed electric meter and water
module sets could affect the safety and billing of customers. In this description, Offeror shall
also specifically include the percent of work audited over what time period for its field
workforce. Offeror shall provide a description of its’ field audit processes it intends to implement
to ensure accurate and quality installations, with its response to this RFP.
Response:
24.3 Route Completion. Timely and complete route automation with no non-automated meters left
behind, so as to enable rapid conversion from manual to automated meter reading, is required.
Offeror shall provide an overview of its route automation planning, scheduling and audit
process designed to achieve this object. Offeror will be required to provide periodic reporting of
route completion status to Fort Collins.
Response:
24.4 Route Definition. Route completion shall be based on the measure of those meters on the
route that have been assigned by Fort Collins to Offeror for meter and/or module installation.
Response:
24.5 Meter Registration Verification. The ultimate measure of a successful installation is defined
as a meter that communicates through the entire network. Offeror will share data between the
AMI head end system and the Offeror’s Work Order System to confirm that each installed
meter is successfully registered and delivering its’ associated data through the network. This
is referred to as the “meter registration verification” process. This process shall provide
verification that the registration of all meters and modules installed by Offeror have been
successfully completed, and shall be integrated with Offeror’s work order management system
and the AMI Technology vendor’s head end system. This process may involve direct head end
access, file based information exchange, and/or some other combination of data exchange
methodologies that allows Offeror to capture this information within its Work Management
System and report it to Fort Collins. Offeror is requested to acknowledge this requirement.
Response:
24.5.1.1 The process, steps and responsibility for successful resolution of non-registered
devices shall be clearly identified and mutually agreed to. Offeror shall provide
periodic reporting of registration verification as mutually agreed to between
Offeror, Fort Collins and the AMI Technology Vendor. This will be jointly defined
by Fort Collins, Offeror and AMI Vendor during planning process.
Response:
24.6 Acceptance of Work: Acceptance of work will be completed on a Route by Route basis,
known as Route Acceptance. After Offeror satisfies the requirements in its Meter Access
Program, for a given Route, Offeror shall initiate Route Acceptance.
Response:
24.7 Route Acceptance: Upon completion of its’ meter installation effort for a given route, the
Offeror shall notify Fort Collins that it has met its meter access and route saturation
commitments and request “Acceptance” of that Route by Fort Collins. Offeror’s Route
Acceptance request shall include a Route Saturation Report. Fort Collins will perform a review
of the requested Route, and provide written approval or rejection of Offeror’s request for Route
Acceptance.
Response:
24.7.1.1 Upon “Acceptance” by Fort Collins, Fort Collins shall provide its written approval.
Fort Collins’ approval of that route shall trigger the payment process of work in
accordance with the unit rates contained in the Contract.
Response:
24.8 Route Saturation Report. The Route Saturation Report shall include, at a minimum, the
following information:
24.8.1 The total number of meters on that route;
24.8.2 The total number of meters on that route that Offeror has responsibility for installation
(a.k.a. “Offeror meters”);
24.8.3 The total number of “Offeror meters” successfully completed and “passed”;
24.8.4 List of all “Offeror meters” successfully completed & “passed”, with verification that each
has “passed” all required verifications as defined in the RFP;
24.8.5 The total number of “Offeror meters” that are “Unable To Complete (UTC)”
24.8.6 For “Unable To Complete (UTC)” meters, proof that Offeror has completed all required
attempts to install meters as defined in its Meter Access Program; Or otherwise provide
pre-approved “reason codes” that log the conditions that allow the meter to be “UTC”.
24.8.7 The AMI registration status of each meter on the route, as defined in the “Meter
Registration & Validation” requirements in this RFP, shall be included.
Offeror is requested to indicate its compliance with the preceding requirements.
Response:
24.9 Post Work Acceptance Corrections. After Acceptance, Fort Collins may elect to perform
additional audits or validations of installed AMI meters. If Fort Collins identifies problems that it
believes are attributable to faulty meter or module installation, Fort Collins shall provide a
written “Correction Notice” to Offeror. Offeror shall then investigate and correct any problem
found to be associated with Offeror’s installation during the investigation within five (5) business
days.
Response:
24.10 Warranty. Offeror shall warrant its work for 12 months following completion of installation and
acceptance of all work. Offeror is requested to acknowledge its compliance with this
requirement.
Response:
25 Pricing Information
25.1 General
25.1.1 Sources of Information to Complete Pricing: The Offeror shall reference the
requirements contained in all Sections of the RFP document for information about
documents and Appendices that may be necessary to complete pricing for the City of
Fort Collins Utilities.
Response:
25.1.2 Pricing Template: Appendix E – AMI End Point Installation Services Pricing
Schedule, contains the format for submittal of all required pricing.
Response:
25.1.3 Nature of Pricing Request: The End Point Installation vendor shall use Appendix E –
AMI End Point Installation Services Pricing Schedule, to respond to the pricing request.
The intention of this Appendix is to gather the entirety of the Offeror’s proposed pricing
and set the stage for successful negotiation with selected Offeror(s). Furthermore, the
purpose of the Pricing Schedule is to solicit the Offeror’s firm pricing, not price
estimates. With some minor exceptions, estimated prices for services shall not be
considered. Pricing that is significantly greater than other Offerors without justification
will be considered unfavorably. If the Offeror cannot provide Firm pricing, Fort Collins
requires the Offeror to explain why, and to explain what additional information is
required to improve the accuracy of its bid. In circumstances where the Offeror
believes it cannot provide Firm pricing, budgetary pricing is requested, but Offeror
should be aware that if Fort Collins receives sufficient Firm pricing from other
competitors it may disregard Offeror’s response. Fort Collins expects the Offeror to
provide most of the required products and services directly, and therefore Firm pricing
is expected.
Response:
25.1.4 Scope of Pricing: Fort Collins Utilities’ intention is to implement an Advanced
Metering Infrastructure (AMI) solution across the service territory. Fort Collins Utilities is
interested in securing the support of one AMI End Point Installation Services vendor
who is able to support the AMI deployment across its service territory in a cost-effective
manner.
Response:
25.1.5 Phasing – Fort Collins Utilities anticipates an orderly deployment plan of its AMI
System in three phases as described in section 5 of the RFP. The timing of these
phases is described in Appendix C – Smart Grid Implementation Schedule and
Appendix G – AMI Electric & Water Deployment – Initial Plan. The timeframes and
quantities of devices in Appendix C are best estimates based upon information known
at this time, but may be subject to revision. These numbers include some growth that is
anticipated by then.
Response:
25.1.6 Contracting: Fort Collins Utilities anticipates the execution of an AMI End Point
Installation Services contract which includes the provision of all services and support
per the requirements contained in this RFP.
Response:
25.2 Mechanics of using the AMI End Point Installation Services Pricing Schedule:
25.2.1 Add rows if and as necessary.
Response:
25.2.2 Do not alter or add to the major categories shown in the rows. Do not add additional
columns but feel free to expand column width if necessary. If you are not responding
to a particular segment (column) leave it blank.
Response:
25.2.3 Use cell formatting to provide clear distinction between units and prices (e.g. $ currency
vs. unit counts).
Response:
25.2.4 Assumptions and Exceptions: The Offeror shall fill out a table detailing assumptions
and exceptions for all pricing elements. This table appears as Tab 5 in the AMI End
Point Installation Services Pricing Schedule.
Response:
25.2.5 Price reference and escalation: Provide pricing in US 2012 constant dollars. For
each item specify escalation or price adjustment assumptions, if any or if applicable, as
provided in each pricing worksheet. Attach additional information elsewhere if
necessary. Fort Collins will assume that Vendor’s pricing is fixed for entire length of
contract, UNLESS Vendor provides explicit instructions to the contrary, per Appendix E,
Tab 4 – Other Implementation Costs.
Response:
25.2.6 Meter/Module Growth: The meter volumes provided in the AMI End Point Installation
Services Pricing Schedule reflect anticipated Fort Collins Utilities meter/module growth
over the term of AMI system deployment.
Response:
25.2.7 Price quotation validity: Prices shall be applicable until May 31, 2012 for contract
negotiations purposes.
Response:
25.2.8 Methodology: To the extent that the Offeror feels that the information is helpful,
Offeror is encouraged to provide information about the basis or methodology of the
pricing (e.g. index, benchmarked costs, cost plus fixed mark up, etc.).
Response:
25.2.9 Freight and Insurance. All prices shall assume cost of freight and insurance for the
delivery of the designated services and equipment to warehouses within Fort Collins
Utilities’ service territory. If freight prices are subject to price adjustment these costs
shall be explained.
Response:
25.2.10 Taxes: The prices quoted shall not include sales or any other taxes.
Response:
25.2.11 Subcontracting. Fort Collins Utilities wishes to distinguish between those services and
products being provided directly by the Offeror and those services and products that are
being provided by third parties under contract with the Offeror or otherwise. Also, when
proposing to use third parties, the Offeror shall provide a description of the experience
the Offeror has using the services or products of the third party in other installations.
This table should be inserted below. A sample table is shown below and the Offeror is
welcome to simply modify it by adding rows.
Sample Table Explaining Subcontracting Relationships:
Work Element Offeror Partner /
Subcontractor
Included in Offeror’s scope
and price? If not, explain
exception.
Offeror’s experience in
conducting business with
subcontractor
e.g. Field
Installation
Services
XYZ Field Services Yes. XYZ Field Services will
be subcontracted by Offeror.
e.g. Oracle TM
Software
License
Oracle TM Estimate provided - Offeror
recommends Fort Collins
Utilities buy software directly.
To the extent that Offeror uses sub-contractors to obtain and use information
technology, Offeror shall represent and warrant that Offeror has obtained the
appropriate software license(s) for the life of the contract.
Response:
25.3 Fort Collins Utilities Evaluation Considerations
25.3.1 Fort Collins Utilities will use a variety of considerations in evaluating the commercial
terms and pricing offered by the Offeror. Some of those considerations include:
Fort Collins Utilities will integrate pricing into a whole framework that takes into
account technological and other risk factors.
Fort Collins Utilities will value completeness and clarity in the pricing. Ambiguity
about pricing terms may mean that Fort Collins Utilities can place less confidence in
the pricing terms. This may impact the evaluation of the Offeror.
When providing optional services it is important that Fort Collins Utilities understand
how to interpret these options vis-à-vis the core or base proposal. Fort Collins
Utilities does not want to double count items.
The Offeror is asked to provide a complete solution. Fort Collins Utilities recognizes
that in some instances third party subcontractor sewrvices may be recommended,
but Fort Collins Utilities still requires pricing or good price estimates for these
components.
Fort Collins Utilities requires a complete, turnkey solution that meets all of Fort
Collins Utilities’ business requirements and functional specifications.
Fort Collins Utilities appreciates the Offeror’s expertise in developing creative and
cost-effective solutions. Fort Collins Utilities welcomes additional pricing and options
that may further these goals.
Offeror is asked to acknowledge the preceding requirements.
Response:
25.4 Information TAB
25.4.1 Offeror shall provide the name of its company, the name of the pricing schedule file,
and the date of the file submittal to Fort Collins Utilities on this tab. This information will
be transferred to the other tabs automatically if entered in the appropriate fields.
Response:
25.5 TAB 1 Electric Meter Installation Pricing
25.5.1 Tab 1 covers all electric meter Installation services to be provided under this contract.
Response:
25.5.2 The Offeror is required to fill in the cells as indicated below.
Vendor to fill in these cells
Response:
25.5.3 The following explanatory notes are provided in this Tab.
25.5.3.1 EPI Vendor Workforce Required Competencies, Note 1: Please refer to
Appendix F for the referenced Job Descriptions that describe the "Required
Competencies" and workforce qualifications for this work.
25.5.3.2 For selected meter configurations and forms, Note 2: While Fort Collins intends
to complete this work, Offeror is asked to provide pricing in the event that Fort
Collins requires additional support for this activity.
25.5.3.3 Note 3: (n/a for electric; applies to water only)
25.5.3.4 Field Installation Unit Price, Note 4: Vendor Installation Unit Pricing shall be fully
loaded and include all field supervision & field quality audit labor; field installation
workforce labor; fleet, tools and equipment, uniforms, safety equipment, et al;
and 'basic photograph(s)' as specified in RFP.
25.5.3.5 Work Order Management Unit Price, Note 5: Vendor Work Order Management
shall be fully loaded and include the work order management system & handheld
field devices, inclusive of all support as is required to perform daily work
planning, issuing, data upload/download activities, et al.
25.5.3.6 Cross Dock Handling Unit Price, Note 6: Vendor Cross Dock Unit Pricing shall
be fully loaded and include all cross dock labor and support as is required to
perform daily staging and issuing meters and modules; receive used meters &
modules; implement the scrapping process, and handle materials flows
to/between the Offeror and Fort Collins.
25.5.3.7 (Optional) Post Installation Picture Unit Price, Note 7: This is optional pricing per
section 22.3.4.1 of RFP.
25.5.3.8 Other Costs, Note 8: See Tab 4 for option for Vendor to provide other costs and
services that Vendor expects to incur that are not included in this Tab.
25.5.3.9 Are Prices Fixed for Length of Contract?, Note 9: If Vendor's pricing is NOT
fixed for life of contract, Vendor must provide explanation and inputs for
'escalation' on Tab 4 - Other Implementation Costs.
25.5.3.10 Extended Costs, Note 10: All Vendor costs shall be expressed in US 2012
constant dollars.
Offeror is required to acknowledge these explanatory Notes.
Response:
25.6 TAB 2: Water Communications Module Installation Pricing
25.6.1 Tab 2 covers all water module installation services to be provided under this contract.
Response:
25.6.2 The Offeror is required to fill in the cells as indicated below.
Vendor to fill in these cells
Response:
25.6.3 The following explanatory notes are provided in this Tab.
25.6.3.1 EPI Vendor Workforce Required Competencies, Note 1: Please refer to
Appendix F for the referenced Job Descriptions that describe the "Required
Competencies" and workforce qualifications for this work.
25.6.3.2 For timing of installation of selected meter location and configurations, Note 2:
Once 2 wire is identified, defer these to later in Phase 2 or 3.
25.6.3.3 For timing of installation of selected meter location and configurations ,Note 3:
Since these can be manually read and the failure rates are more manageable as
compared to the indoor ERTs, defer these to later in Phase 2 or 3.
25.6.3.4 Field Installation Unit Price, Note 4: Vendor Installation Unit Pricing shall be fully
loaded and include all field supervision & field quality audit labor; field installation
workforce labor; fleet, tools and equipment, uniforms, safety equipment, et al;
and 'basic photograph(s)' as specified in RFP.
25.6.3.5 Work Order Management Unit Price, Note 5: Vendor Work Order Management
shall be fully loaded and include the work order management system & handheld
field devices, inclusive of all support as is required to perform daily work
planning, issuing, data upload/download activities, et al.
25.6.3.6 Cross Dock Handling Unit Price, Note 6: Vendor Cross Dock Unit Pricing shall
be fully loaded and include all cross dock labor and support as is required to
perform daily staging and issuing meters and modules; receive used meters &
modules; implement the scrapping process, and handle materials flows
to/between the Offeror and Fort Collins.
25.6.3.7 (Optional) Post Installation Picture Unit Price, Note 7: This is optional pricing per
section 22.3.4.1 of RFP.
25.6.3.8 Other Costs, Note 8: See Tab 4 for option for Vendor to provide other costs and
services that Vendor expects to incur that are not included in this Tab.
25.6.3.9 Are Prices Fixed for Length of Contract?, Note 9: If Vendor's pricing is NOT
fixed for life of contract, Vendor must provide explanation and inputs for
'escalation' on Tab 4 - Other Implementation Costs.
25.6.3.10 Extended Costs, Note 10: All Vendor costs shall be expressed in US 2012
constant dollars.
Offeror is required to acknowledge these explanatory Notes.
Response:
25.7 Tab 3, Water Meter Information
25.7.1 The data provided in this Tab is for information only, and is designed only to give the
Offeror a better sense of the combination of water meter makes & models, types of
encoder-registers, meter sizes, and estimated style of water communications module
likely to be installed.
Response:
25.7.2 The quantities in Tab 2 – Water Module Installation, take precedence over the
information contained in Tab 3.
Response:
25.8 Tab 4: Other Implementation Costs
25.8.1 This Tab is constructed to allow the Offeror to provide additional costs for the price
elements as provided therein. Offeror should note that although a series of price
element are provided to prompt the Offeror to provide a comprehensive bid proposal,
the Offeror is NOT required to fill these in if it has already included/embedded. If not
applicable, vendor should indicate “n/a”.
Response:
25.8.2 The Offeror is required to fill in the cells as indicated below.
Vendor to fill in these cells
Response:
25.8.3 If Offeror requires that escalation is to be applied to any price component, Offeror shall
indicate as such. Offeror is also requested to provide any explanatory notes on
escalation in the box under section 7, titled “Offeror to provide additional explanation of
Escalation, as required”.
Response:
25.9 Tab 5: Assumptions and Exceptions
25.9.1 Offeror shall provide a comprehensive list of assumptions and exceptions that impact
pricing and commercial terms and considerations. If assumptions differ from the
various Phases, clearly state these differences.
Response: