Loading...
HomeMy WebLinkAboutWORK ORDER - PURCHASE ORDER - 9124497Utilities CSD Call Center Project Statement of Work Prepared for: City of Fort Collins 215 N. Mason St. Fort Collins, CO 80524 Kathy Henggeler khenggeler@fcgov.com (970) 221-6598 Prepared by: Global Technology Resources, Inc. 990 S. Broadway, Suite 400 Denver CO 80209-4010 Utilities CSD Call Center Project OPP-44522 Utilities CSD Call Center Project 8/9/2012 1 1 Project Overview This Statement of Work serves as written documentation and the basis of understanding for technical integration services to be performed by Global Technology Resources, Inc. (hereinafter GTRI) for City of Fort Collins (hereinafter Client). Unless otherwise negotiated, the terms and conditions outlined in the Master Sales Agreement (MSA) govern the work contained herein excluding Federal and some State and Local agencies. The MSA, located online at www.gtri.com/MSA, is the most current version and may be updated from time to time. GTRI will provide an IP Telephony Level 5 to perform the requested UCCX script changes below. Most work will be performed on site, and if possible, remote work will be performed to complete the project in a more timely fashion. The tasks to be performed are as follows:  Create a contact service queue to handle customer calls related to the Utilities new metering program and perform associated scripting changes required.  Re-activate the utility customer account screen pop. (It was designed so that when an agent was presented a call, if the customer entered their utility account information, that information would populate the Banner account screen. Idea being that the agent would not need to ask the customer for their information again. This will most likely be a collaborative effort with GTRI and Utilities business analyst.)  Troubleshoot the call monitoring feature in the supervisor desktop. It does not seem to be working and the supervisor cannot hear the call. In addition to the script changes, the following enhancements are desired. GTRI will research these items and provide information as to whether they may be available in the current version or in coming upgrades.  When a call is presented to the agent, is there a way to know which queue it is coming from. Agents are typically assigned to more than one CSQ and they would like to know what kind of call they are being presented.  In the Agent Desktop real time displays the CSQ statistics are presented in minutes, rather than min:sec. This was addressed with a bug fix, that CoFC chose not to implement. Need to verify that this is fixed in the next version.  Desire to have an alert sound or pop up when calls in queue reach a certain level. i.e. when there are 5 calls in the queue, agents get some sort of notification to go ready. This is a support agreement that will allow the Client to leverage GTRI’s technical services based on their request. GTRI will provide the necessary technical resources to the Client. Subject to GTRI discretion, GTRI will provide the proper technical resource(s) as identified by the Client need; such as a Security Consultant or IP Telephony Consultant. Technical Integration Services shall be rendered at such times and places as Client may request. The Client understands that no formal deliverables will be provided for this request and will not include any GTRI proprietary products or methods that either GTRI or Client may use in Utilities CSD Call Center Project OPP-44522 Utilities CSD Call Center Project 8/9/2012 2 the course of this project. The Client also understands that GTRI is only providing the required technical resource(s) to perform the tasks as requested by the Client. The GTRI consultant(s) will report to and receive direction from the Client project manager. Utilities CSD Call Center Project OPP-44522 Utilities CSD Call Center Project 8/9/2012 3 2 Fees and Charges This is a Time and Materials engagement with a minimum commitment of four hours for each occurrence of on-site services performed by GTRI. Client agrees that requirements and completion metrics cannot be clearly defined at this time and that GTRI will be performing work on a best-effort basis. GTRI will complete as much of the requested work requirements as possible using appropriate resources, but does not guarantee completion under any fixed amount of time. If GTRI completes the work in less time than stated in this agreement, GTRI shall only bill actual time accrued. If Client requires additional time to continue work, that time shall be requested by Client in writing. Start date will be determined by availability of the GTRI resources and readiness of the Client. If requested, GTRI will attempt to provide the appropriate resources as quickly as possible; however, GTRI requires a two week time period scheduling the resources from the date of this signed agreement and from each subsequent request for resources. GTRI Resource Rate Estimated Time Cost IP Telephony Engineer Level 5 SV-IPT5 $206.70/hr 80 Hours $16,536.00 One-Way Travel Time $206.70/hr 10 Hours $2,067.00 Total Services Cost: $18,603.00 Engineering time used outside of normal business hours, Monday through Friday, 8am - 5pm, will be billed at the following rates:  Non-Business Hours and Weekends: 150% of applicable rate  Holidays: 200% (Dependent on availability) All prices are quoted in U.S dollars. Prices do not include tax, freight, or customs charges. The services pricing for this agreement is good for 90 days from the date it is issued. If the proposed start date for the project is greater than 90 days from the creation of this document then this document will potentially need to be revised.