HomeMy WebLinkAboutCORRESPONDENCE - PURCHASE ORDER - 9190260DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Utilities
City of
~ tColli~
electric · stonnwater · wastewater · water
222 Laporte Ave.
DATE:
TO:
MEMORANDUM
December 27, 2018
PO Box 580
Fort Collins, CO 80522-0580
970.212.2900
VfTDD: 711
utilities@fcgov.com
fcgov. com/utilities
Jeff Mihelich, Deputy City Manager
~ 1/11/2019
THROUGH: r-~ . 12/31/2018
Kevin R. Gertig, Utilities Executive Director ~
FROM: John Phelan, Energy Services Manager ~ 12
128
12018
RE: Peak Partners 2019 Scope of Work with Itron DEM
Jeffs signature and approval are requested on the attached document
• Scope of Work - Fort Collins Utilities
The purpose of this agreement is to extend Itron DEM services into calendar year 2019.
Itron DEM provides a range of services including demand response equipment, IntelliSOURCE
platform cloud hosting, IntelliSOURCE software platform maintenance, customer care ( call
center plus centralized office), field services for demand response equipment installation and
hardware maintenance, home energy monitoring commissioning services plus analytics
regarding demand response event performance and forecasting curtailable load potential. All
these activities are performed as part of the Peak Partners portfolio of activities.
Please feel free to contact John Phelan or Pablo Bauleo if there are any questions or if additional
information is desired.
CC:
@
Pablo Bauleo, Sr. Energy Services Engineer ~
John Phelan, Energy Services Manager ~
Lisa Rosintoski, Deputy Director, Utilities G_
12/28/2018
12/28/2018
12/28/2018
Cyril Vidergar, Assistant City Attorney II
Gerry Paul, Director, Purchasing r=~ 12/31/2018
,;i''"i:::> 1/9/2019
~
DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
PROJECT TITLE: Peak Partners
CONTRACTOR: Itron DEM
WORK ORDER NUMBER:
PO NUMBER: 9180205
DESCRIPTION:
CHANGE ORDER
N0.12
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1. Reason for Change: Extending operations, software support and field services 2019
2. Description of Change: Extension of Field and Operation Services
3. Change in Work Order Price: $593,528.00
4 . . Completion Date (if changed) :
ORIGINAL WORK ORDER PRICE
TOTAL APPROVED CHANGE ORDER
TOTAL PENDING CHANGE ORDER
TOTAL THIS CHANGE ORDER
TOTAL % OF THIS CHANGE ORDER
TOTAL C.0 .% OF ORIGINAL WORK ORDER
ADJUSTED WORK ORDER COST
Date:
$4,039,347.00
$ 2,040,672.00
$141 ,134.09
$593,528.00
9.7%
14.69%
$ 6,673,547.00
CONTRACTOR: Itron DEM
By: --------------
Name: ____________ _ Title:
REVIEWED:
REVIEWED:
REVIEWED:
REVIEWED:
Pablo Bauleo, Sr. Energy Services Engineer
~~ellan, Energy Services Manager
~
OocuSlgned by:
cJ..a-
"a~gsffitoski , Deputy Director, Utilities
yrifVi"aergar, Assistant City Attorney II
REVIEWED: j ~~Ooc..,Slg=.,.u ::.•~,..,.., ,C\ -~~~-------
~€~ff7mitig, Utilities Executive Director
ACCEPTANCE: ~~~/lI; Purchasing Director
(if greater than $60,000)
D t
ae: 12/_28/ __2018 ___ _
D t
ae: _12/_28/ _2018 ___ _
Date: 12/ 28/ 2018
Date: 12/ 31/ 2018
Date: 12/31/ 2018
1/9/ 2019
Date: ______ _
DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4097
SCOPE OF WORK
Fort Collins Utilities
Author: Austin Chambers
Date: December 4, 2018
Itron
2111 N. Molter Road
Liberty Lake, WA
99019 USA
www.ltron.com
DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Scope of Work
This Scope of Work ("SOW') is intended to provide a basis for mutual agreement between Itron , Inc.
("Itron") and The City of Fort Collins, Colorado, a Municipal Corporation, by and through Fort Collins Utilities
Department ("Customer'') for the Peak Partners Program (" Project') . This SOW will document the agreed
upon scope, solution/services to be provided, and roles/responsibilities for the Project to be performed and
delivered in 2019.
This SOW is entered into as of the last date of signature below ("Effective Date") with an expiration date
of December 31 , 2019 and is governed by the terms and conditions of the Master Services Agreement for
Utility Service Demand Response Solution Services, dated December 18, 2013 between the parties, as
amended (collectively, the "Agreement'). If there is a conflict or inconsistency between this SOW and the
Agreement, the terms of this SOW will control.
The Parties previously entered into a "Scope of Work - Fort Collins Utilities", dated December 20th, 2017
and wish to now supersede and replace such document with this SOW instrument, dated December 4,
2018. Deliverable products and services described in this instrument shall apply only to products and
services delivered after the Effective Date; all terms and conditions of prior statements of work and/or the
Agreement, shall remain in full force and effect as to products and services delivered pursuant to the
Agreement prior to the Effective Date of this SOW.
Contemporaneous with this SOW, the Parties are entering into a separate Scope of Work for a "Bring Your
Own Thermostat" program, the terms of which shall not affect performance or delivery of products or
services described in this SOW.
Both statements of work will be ruled by the original Agreement.
This SOW is subject to funding availability in the annual appropriation of 2019 by City of Fort Collins, subject
to Fort Collins City Council approval.
IN WITNESS WHEREOF, the Parties have caused this SOW to be executed by their duly authorized
representatives.
THE CITY OF FORT COLLINS, COLORADO
Q DocuSlgned by:
By: :'f!r0~~~
SIGNATURES
ITRON, INC.
By:
Jeff Mihelich Robert Farrow
Name: --------------- Name: ---------------
Deputy City Manager
Title: ---------------
1/11/2019
Date: ----------------
ATTEST:
Title: __ v_P_T_r_e_a_s_u_rY __________ _
Date:
12/27/2018
Fort Collins Renewal SOW 2018-11 -28 Confidential Page 1 of 19
DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Scope of Work
1 PROJECT IMPLEMENTATION
1. Itron Responsibility
Itron will manage the Project under direction of Customer, including delivery of all corresponding work by
its employees and its subcontractors consistent with the Agreement. The Project will be managed/led by
ltron's Project manager and other key personnel that form ltron's Project implementation team. ltron's
Project implementation team will provide the following:
1.1. General
a) Coordinate all Itron activities defined within this SOW.
b) Receive written approval by pre-authorized representative of the Customer for any additional scope
of work or change orders following the processes as described herein. Manage the amendments
to this SOW.
c) Answer general questions and provide Project implementation oversight and leadership.
d) Coordinate the management of the Project's transition between phases. Ensure that the planned
phases of the Project are completed on schedule and on budget through Project closure.
e) Develop a Project escalation plan.
f) Maintain quality of standards and documentation according to Project Management Institute (PMI)
Standards.
g) Seek and obtain Customer information and approvals pursuant to the agreed Project
implementation and installation schedules.
h) Provide Quality Assurance (QA) and acceptance delivery.
i) Provide QA and acceptance of interfaces.
j) Provide QA and acceptance of all customization and /or configuration delivered.
k) Coordinate delivery of services and products in accordance with Customer requirements and
applicable codes and standards.
I) Develop and review lessons learned as required throughout the Project, but at a minimum at Project
closure.
1.1.2. Schedule
a) Using Project management best practices, implement a defined plan of action to complete the work
in an organized and timely manner.
b) Deliver to the Customer a Project plan that addresses the Project work activities showing
dependencies that will be required for successful deployment.
c) Create, track and update the Project schedule and agree upon common nomenclature for Project
schedule milestones and tasks and method for maintaining the Project schedule. Provide weekly
updates to the Project Schedule and action item list as part of weekly Project status report.
d) Coordinate ltron's deliverables to Customer's third-party contractors, if any.
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/Iron
e) Coordinate all Itron-provided training.
1.1.3. Resources
Scope of Work
a) Manage and coordinate ltron's Project resources, including subcontractors, to complete Project
tasks.
b) Designate a Project manager who shall be responsible for the coordination of all work as defined
in the SOW and for the communication between the Itron and Customer.
c) Provide Project team introductions and contact information , review of Project goals, communication
protocol , schedule verification, expectations, identification of individual areas of responsibility and
Project overview.
d) Manage the entry and exit of all Itron resources, including subcontractors, so that such entry and
exit of resources does not adversely impact the Project Schedule.
1.1.4. Meetings
a) Lead , facilitate or participate in Project meetings, as agreed to with Customer's Project
implementation team, to coordinate Project activities between the parties, including, but not limited
to Project kick-off meetings, weekly Project status review meetings, other Itron coordination
meetings, monthly and quarterly business review meetings and critical issue resolution meetings.
b) Track ltron's action items and manage action items through resolution.
c) Provide an agenda prior to meetings.
d) Make executive sponsor available via phone, email , and face-to-face meetings with the Customer
Project team.
1.1.5. Reports and Documentation
a) Provide a Project status report weekly in the format defined by Customer.
b) Provide Project documentation as required by the Agreement and in this SOW, including all Project
closure documentation.
c) Provide reports in Customer-provided template.
d) Develop and maintain Project control documentation.
1.1.6. Risks and Issues
a) Identify, capture and develop risk mitigation strategies for Project risks. Track and manage risks
through a risk register document and provide weekly updates of the risk register to the Customer's
Project implementation team as a part of the weekly Project status report.
b) Identify, capture and manage resolution for Project issues. Track and manage Project issues
through an issues log document and provide a weekly update of the issues log to the Customer's
Project implementation team as a part of the weekly Project status report.
1.1. 7. Cost Management
a) Provide accurate, timely data on progress and expenditures to allow effective cost control.
b) Manage and coordinate invoice activities related to payment milestones.
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DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB384097
Scope of Work
c) Manage invoice issues and errors.
d) Alert the Customer Project manager as to outstanding invoices or accounting problems.
e) Provide required documentation for travel expenses, including, but not limited to itemized receipts.
1.1.8. Operations Management
a) Coordination of call center, marketing, installation, and hosting services.
b) Creation of operational status reports.
c) Resolve scheduling and resource conflicts.
1.2. Customer Responsibilities
a) Provide a Project manager who is the single authorized point of contact for the Itron Project
manager to work with, to lead the Customer's Project implementation team and who will represent
the interest of the Customer in the implementation of the Project including the organization and
delivery of Customer information to Itron in a timely manner as well as the review and acceptance
of Itron documentation and testing, throughout the life of the Project.
b) Coordinate all Customer activities related to the Project.
c) Provide management and/or subject matter expertise regarding functionality.
d) Provide personnel having the appropriate domain expertise. who can provide information requested
by Itron during the requirements phase to support the Project solution development and
requirements specifications.
e) Sign-off for acceptance of requirements specifications, and test in a timely manner pursuant to
mutually agreed schedule.
f) Provide final review of QA and acceptance delivery.
g) Provide final review of QA and acceptance of interfaces.
h) Provide final review of QA and acceptance of all customization and /or configuration delivered.
1.3. Joint Responsibilities
a) Review Project implementation requirements in the Agreement and the SOW to understand
contractual commitments.
b) Create efficient paths of communication between Customer and Itron teams, including prioritizing
communication requests made to their respective teams.
2 Customer Care
Customer Care encompasses many facets of support in addition to just call volume. Close collaboration and tight
integration needed with the Customer, Itron Program Management, Program Support Personnel and Field
Services to deliver quality service. All these facets are necessary to maintain great end customer satisfaction for
the Project.
2.1.1 Itron Responsibilities (for Non-EV Charging Station Scope)
Itron will be providing installation and/or maintenance of Demand Response (DR) devices at end customer
premises. Devices include the Directlink Wi-Fi based Programmable Communicating Thermostats ("Stats")
and Directlink Wi-Fi or Cellular based Digital Control Units ("DCU's"). A maximum of thirty-three (33) work
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DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Scope of Work
orders -involving a truck roll- per month will be fulfilled as per the Field Services-Fixed line item listed in
Section 6 (Pricing) Unused work orders will be tracked in a "bank" and available for use in future months.
In a single calendar month, no more than fifty (50) work orders can be contained in the "bank" and no more
than seventeen (17) work orders can be withdrawn from the "bank. " Any monthly work orders exceeding
the combined thirty-three (33) (from Field-Services-Fixed) and the seventeen (17) available to be withdrawn
from the "bank" will be charged as follows:
$150 per work order
$70 per Multi-Dwelling-Unit work order (10 work order minimum)
Any work orders remaining in the "bank" at the end of the term of this SOW will not be carried into any
additional or future SOW terms.
a) Itron will recruit, organize, and train qualified and certified installers in order to have sufficient
personnel to meet the mutually agreed installation schedule.
b) Itron will provide scheduling, coordination and dispatch of field resources.
c) Itron will schedule installation of devices directly with end customers at the time of enrollment or
soon after enrollment occurs.
d) Itron will offer three (3) scheduling windows for normal business days Monday through Friday; 1)
8:00AM to 11 :OOAM; 2) 11 :ODAM to 2:00PM; and 3) 2:00PM to 5:00PM.
e) ltron's field technician will call end customer fifteen (15) minutes prior to arrival at the end
customer's premise.
f) In the event the end customer is a participant in the Customer's legacy load control program, ltron's
field technician will remove existing devices and dispose of such devices in a dedicated recycle
dumpster provided by the Customer at the Customer's facilities.
g) ltron's field technician will complete installation in a neat and professional manner.
h) ltron's field technician will perform commissioning, data input and validation of devices to verify that
the device is working and communicating with lntelliSOURCE.
i) ltron's field technician will assist end customer with the initial set-up of programming and operating
schedule for the thermostat.
j) In the case where a legacy end customer decides to not to participate in any program, ltron's field
technician will remove legacy equipment and rewire end customer's equipment to original condition.
ltron's field technician will dispose of such devices in a dedicated recycle dumpster provided by the
Customer at the Customer's facilities.
k) Itron field technicians will wear Itron-provided uniforms with logos mutually approved by the parties.
I) Itron field technicians will wear visible Customer-provided employee identification badges when
on Customer or end customer premises.
m) Itron field technician's vehicles will display appropriate signage as required by state and local
codes and as mutually agreed by the parties.
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DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Scope of Work
n) Itron shall obtain Customer's approval for use of the Customer logos for display on uniforms,
vehicles, badges or materials.
o) Itron will be responsible for the installer's work, including all payments, risks, and associated
obligations.
p) Itron will determine how and whether problematic installation cases should be resolved, including
determinations to refuse installations (" Turndowns") for equipment compatibility or other reasons.
q) For each installation, Itron will:
1. Inspect and make minor repairs (fuses, thrown breaker) to the air conditioning units at no
charge in order to meet electrical code before devices can be installed. However, HVAC
service will not be performed.
2. Install all devices and necessary components for the Project.
3. Provide and apply a label on each device indicating a number to call for customer service
and support if provided.
4. Record a serial number from each device installed using a mobile hand held field tool.
5. For thermostat installation, mount the thermostat in the same location as the end customer's
existing thermostat with the least effect on aesthetics while allowing proper functioning of
the devices.
6. Make equipment installations in such a manner as to minimize alterations to the current
structure.
7. Verify that the air conditioning and load control units function correctly
r) Permits, Licenses, and Inspection Fees
1. It is not anticipated that there will be a need for any permits, licenses, or third-party
installation inspections for the thermostats, however, permits may be required to install load
control switches on water heaters. To the extent such permits, license, or third-party
inspection fees are instituted during the term of this Agreement, those costs will be passed
through directly to Customer for payment.
s) Installer Training
1. Itron will train installers prior to the commencement of any installations.
2. Itron will supply training and installation manuals to Itron personnel describing the proper
installation techniques and will inform personnel of the objectives of the Project. A focus on
customer service and safety will also be part of the training.
· 3. Itron will highlight all known and relevant differences (concerning installation), and
furnace/air conditioning incompatibility issues and will document these items with the
installation teams.
4. Itron will conduct supplemental training sessions and/or provide timely updates to the
installation teams whenever Itron detects recurring installation problems that have similar
repeatable solutions.
t) Site Clean Up
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DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Scope of Work
1. Itron will collect and responsibly dispose of any trimmed wire clippings, unused screws or
brackets, hazardous materials and any other material waste that may result from the
installation of the device.
u) Installation Tracking - Itron will utilize lntelliSOURCE to track all installations. Itron will provide:
1. A database system that will track end customers through the Term of the SOW.
2. The system will produce work orders for each participant enrollment.
3. The system will produce efficient routes that the technicians will follow for installation of
the devices.
4. Once the device has been installed, the work order will be entered with the information
from the device installation and this information will be tracked.
5. As other operations become necessary such as temporary or permanent removal, quality
control inspections or service calls, the system will track these additional events and send
this information to the Customer as required.
6. The systems will also track "could not install" cases and device inventory.
7. Itron will supply management reports, and audit trail features, from these systems on a
periodic basis.
8. Any issues, damage to end customer property, or personnel issues raised by the Customer
or end customer will be reported promptly to Itron Project management staff and Customer
Project manager, which will include an investigation, with corrective action, and an incident
report created and provided to Customer.
v) Turndown Procedures - Itron will make every effort to successfully complete the installation.
However, there are instances where the technician cannot complete the installation once they arrive
at the end customer's home. These will include the following:
1. The end customer is not at home when technician arrives.
2. No one over eighteen (18) years of age is at home.
3. The end customer requests to reschedule appointment upon arrival.
4. The end customer has incompatible or non-working equipment.
5. The end customer does not have working secure Internet access.
6. The end customer changes their mind at the time of installation.
In the event the technician arrives at the end customer's home but cannot complete the installation
based on any of the items above, the technician will note on the work order the reason for the
Turndown.
w) Installations or Repair work orders that are cancelled and do not involve a truck roll will not be billed
to the Customer.
Fort Collins Renewal SOW 2018-11-28 Confidential Page 7 of 19
DocuSign Envelope ,,~ ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97 Scope of Work
2.1.2 Itron will perform the following tasks to maintain Customer-owned Electric Vehicle (EV) charging
stations:
1. Provide call center support to receive Customer calls for troubleshooting EV charging station
functionality.
2. Provide field technician dispatch services as needed to inspect and perform basic troubleshooting
steps. Itron will not be responsible for repairing functional components of the EV charging stations
but will replace parts as available and necessary to restore functionality.
3. Perform quarterly inspections of all units (up to 30 total units) to confirm functionality and condition.
Inspection results will be tracked in lntelliSOURCE for each device.
4. Provide a call log in lntelliSOURCE to track call resolution and history for each device.
2.2 Itron Responsibilities (for Call Center Support)
1. Continue using previously developed call scripts to guide Call Center Representatives ("CSRs") to
enroll end customers into the program and schedule an installation. Sample scripts are included in
Exhibit P - Call Center Training Guide Policies and Procedures of the Agreement.
2. Continue using previously developed answers to frequently asked questions ("FAQ") in order to
ensure consistent responses to end customer questions.
3. Continue using the toll-free Project-specific phone number.
4. Provide inbound call answering for calls directed to the DR program call-in number.
5. Schedule work-orders per Section 2 of this SOW.
6. Call Center (CC) Overview. Itron shall provide a primary point of contact for matters concerning
installation, appointment scheduling or end customer problem resolution relating directly to the DR
Project. ltron's CC will also support requests for claim investigations.
7. Performance. ltron's CC shall provide the same level of customer service provided by Customer's
CC and expected by Customer's end customers. ltron's CC uses a target service level goal of
answering seventy five (75%) percent of calls within thirty (30) seconds with less than five percent
(5%) of abandoned calls on a monthly basis.
8. Call Screening. ltron's CC employs live interaction for each call and has silent monitoring and call
recordings available for all calls it receives. Itron can provide monitoring live via dial-in or Customer
may request a specific day for monitoring and Itron can upload the subject calls to a designated
SFTP location.
9. Hours of Operations. ltron's CC is available 8AM-6PM Mountain Prevailing Time, Monday-Friday.
Some percentage of calls are received after normal CC operating hours. End customers may need
to reschedule installation appointments or report a problem after an installation after normal
business hours. If a customer calls the CC outside of normal business hours, they will have the
option to be transferred to the on-call technician. If significant call volumes dictate changes to these
hours of operation, the parties will discuss and reach mutual agreement to modify or change
accordingly. For purposes of this Section 2.2, "significant call volume" shall mean 200% of historical
call volume based on the preceding twelve-month period.
10. CC Location. It is vital to provide Customer's end customers with representatives that are
knowledgeable and whose speech patterns are easily understood. Customer expects that ltron's
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DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB384097
Scope of Work
CC employee(s) will attain some basic information and knowledge of the Customer community.
ltron's representative's first language shall be English, however Spanish speaking CSRs will also
be available when needed. Third-party interpretive services may be made available as required at
additional cost to Customer.
11 . Policies and Procedures. Itron shall provide, and Customer shall review with the opportunity to
comment on, ltron's CC policies, procedures, and training manual. The CC Training Guide - Policy
and Procedure will be made available to Customer. The Customer must approve all call scripting
prior to implementation.
12. Call Volume & Staffing.
a. Scope. ltron's CC shall be staffed to meet the expected call volumes in support of the this
Project.
b. Staffing. ltron's CC shall employ all CS Rs and call center supervisors as required to cover
the inbound calls/emails from end customers and the outbound calls to end customers for
appointments and other reasons. Itron will typically provide a minimum of one CSR FTE
(Full Time Equivalent) for this effort, and also employ additional operators to handle
overflow situations, high call volumes and after-hour requests. Itron is responsible to
continually monitor the volume and adjust the staff as needed.
c. Customer Service Representative (CSR). The following list contains key elements of the
CSR job description.
i. Answer inbound calls
ii. Answer inbound emails
iii. Conduct outbound calls
iv. Process enrollments
v. Schedule appointments
vi. Answer questions regarding the Project.
vii. Provide troubleshooting to offline devices, IHD's, and Electric Vehicle charging
stations.
vii i. Handle end customer inquiries, quality of service, and day to day tracking of
workforce proximity.
d. Escalation. ltron's CSR supervisors manage all CSR operators. In case of escalation, all
calls will be escalated to a lead supervisor who will take over the call. ltron's CC utilizes a
defined escalation process and will provide the documented process, working jointly with
Customer to modify if necessary. All escalations that result in a ticket will be tracked and
can be reported to the Customer.
e. Separation. Customer reserves the right to separate CC employees that it identifies as
poor performers. To comply with this right, Itron agrees to allow Customer to listen to any
call via recording. In the event that an employee has substandard performance, Customer
can request the employee be counseled or, in the event of an incident that demands instant
removal from the Project, Itron will support these requirements. Itron employees that
require counseling more than once will be removed from the Project. Customer shall make
requests for removal of Itron employees to ltron's Project manager.
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DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Scope of Work
13. Customer Communications
a. Primary Languages. Itron CC shall employ representatives that are fluent in English and
Spanish.
b. Other Languages. For end customers who speak languages other than English or
Spanish, ltron's CC reps working on this Project will be supported with the assistance of
third-party translation/interpretive services at additional cost to Customer.
c. Hearing & Speech Impaired. Itron currently requests that callers with these unique
services use a third-party TTY service, as Itron does not currently maintain these services.
As an alternative, Itron may route these calls to the Customer Call Center for assistance. In
this latter scenario, the Itron CSR would stay on the line and assist the Customer CSR with
the inquiry.
d. Scripts. Itron shall create specific scripts for use on the Customer Project that cover all
anticipated end customer interactions. ltron's CC reps shall use web-driven scripts to guide
them through the call process. Changes to its scripts can be as simple as making changes
to the call flow and then updating the display text. Itron shall provide, and Customer shall
review with an opportunity to comment on, ltron's CC scripts.
e. Message Retrieval. Itron shall provide 24-hour message retrieval services. Itron shall
include its process for retrieving and responding to regular and after-hours messages in its
CC Policies and Procedures.
f. Alternate Communications. Itron shall maintain the capability to provide alternative end
customer communications capabilities that include the use of email and the Internet.
14. Customer Calls
a. Call Referrals/ Transfers. ltron's CC shall provide the capability to conduct "warm" call transfers
to/from Customer call center. The parties will work together to establish guidelines for "warm"
transfers.
b. Routing of Non-Project Calls. Itron intends to answer all calls within normal hours and
handle/route accordingly. For after-hours calls, Itron will use its IVR of which the creation
process will be jointly developed by Itron and Customer to appropriately handle or transfer
calls as necessary.
c. Customer Contact Information. Itron shall provide Customer with a record of all
communications between Itron and Customer's end customers. Customer will have access
to lntelliSOURCE to view all remarks, contacts, or logs of communications from ltron's
customer management system.
d. City Manager and City Council Complaints. End customers desiring to complain to the
City Manager or City Council must be directed to the correct contacts for such complaints.
Customer will provide Itron with the necessary contact information to be provided to the
end customer. City Manager and City Council complaint calls must be logged separately,
and the log forwarded to Customer with high priority. All tickets resulting from a complaint
to the City Manager or City Council will be sent directly to the Customer Project manager.
e. Emergencies. Itron shall refer end customers to the appropriate emergency authorities in
the event of an emergency (e.g. end customer calls to report an unsafe condition, etc.).
Itron shall comply with referring Customer's end customers to the appropriate emergency
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10/1/2013
10/2/2013
1()(.312013
10/412()13
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Scope of Work
authorities in the event of an emergency situation, and implement those instructions on its
messaging system and messaging services.
f. Call & Quality Monitoring. ltron's CC shall support call monitoring including recording both
voice and data, quickly and easily, for the purposes of QA monitoring and agent evaluations.
Blind monitoring by Itron supervisors shall be available. Customer can monitor ltron's phone
conversations with end customers remotely using recorded calls.
i. Itron shall utilize a computerized call monitoring function and shall tabulate results for
individual agents and various departments/Projects.
ii. Itron shall provide call recordings to Customer in Wave file format.
ii i. Itron will provide Customer with a record of all communications between Itron CSRs
and Customer's end customers daily, including all remarks, contacts or logs of
communications.
iv. Any calls or incidents that relate to injuries and/or fatalities of any persons or pets shall
trigger special notification and call escalation from Itron to Customer Project manager,
due the critical and sensitive nature of such issues.
g. Quality Assurance. There may be situations where an end customer will call Customer
regarding an exchange between the end customer and the Itron representative. These
situations will require the ability for Customer to review the actual conversation. ltron's
CC shall meet the following minimum system requirements. All calls will:
i. Be recorded;
ii. Be cataloged by date, time, complaint or phone number;
iii. Be maintained for a minimum of ninety (90) days with the option to hold specific calls
for a longer period as necessary;
iv. Have the ability to be queried by date or phone number.
h. Customer Satisfaction
i. Customer Satisfaction Surveys. Customer may conduct periodic end customer satisfaction
surveys regarding the communications between the end customer and ltron's CC. Itron shall
implement an end customer feedback system that captures end customer compliments,
complaints and suggestions and that implements a process to address each item. Itron shall
be required to collect and report the following statistical call data on an ad-hoc interval. Itron
will provide two types of reports monthly: the ACD Report and Disposition Report, examples
of which are shown below:
..264 .. 260 ACD Report All 4 ..... Sample -1.5~ - 0 1.5~ 10 18:51:33 3:20:17 307 261 95.00"
219 217 2 0.91" 0.46" 10 17:49:05 2:42:06 341 296 94.47"
215 212 3 1.40" 1 0.93" 8 15:03:49 2:34:28 256 300 95.75"
222 221 1 0.45" 0 0.45" 12 18:11:44 2:44:50 341 296 93.67"
920 910 10 1.0~ 2 0.87 .. 10 69:56:11 11:21:-41 322 277 94.73 ..
Fort Collins Renewal SOW 2018-11 -28 Confidential Page 11 of 19
DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Itri Scope of Work
.... __ Disposition ,.,, Report Sample
·- &1Dllt·~1111 ,_,, 1 _,, ,,._,, _,, ,, ,,
------_a.__ _..._.-rc.,_--.-.....ta.- .- .._..:. _ c.1,- .- - .....-.,... .,~sa__ .. _ ,.,..H11111•,...•.........., - .• • • 0 1 1 . ll • • 0 I 2 I ff • • • • • • .• • • • • 1 . .101
u .• • 1 2 , .,21 21 1l .• .• . . ...• • • 1 . . . .." 0 • 0 .I . . N II • • • 0 0 " ·- - GOt 12) ." •• • . .,.·- 1- ..u",...., ..,.._ ,.... . . .' .
.............. , .................................... • I 0 2 • 2 I 2 " 20 1 • • ' 2 > .. ......
.......,..,._........, .. ........,w-•,....,...,.. ... ..,.,..., • I • ·-
-----_.-...o.,...diMI ............-.- - ...._ --........... ...,- ._ .......·- ...r..·- .. . . ._ OnlN.c............_....... . ........................-..... -..........~, .. ... . ....,....,
........... ..........,..e... . llt. ..-.., ... • 0 • 0 2 , 1 , ' I .• • • 0 0 0 2 ' I . .• • • • • • l • I . .,• • I 2 • I > I . , •?...• I • • ' 2 . . . t .....• • • l • , . . . .
• ..•• " • • • • I . . .XI • • • ' 0 0 0 t , ,I) • • • • 0 0 0 0 . .."." 60 '5 .• .I ... . . ' . 11.·- ....·- D11'1• u ........0ft ........ . . . .
--.......- ..- ...... ...:, ...... ,0 0 , 0 0 • • • l • • • 1 • 1 • 0 0 0 ' 1 . '·", ........" . .
" " .. ... •• ... .. .. ... .. _
......... ~ .. , ........ • , ,
,......OIi ................ 2 2 • • • .... . .., . 1t'I 1S .• . ,• . 320 ... ·-
-""'""-·"'- 1 • 1 22 71 )I 59 17 1S ... .JAt% __
-.l..-.C,.. ,-,, 0.....0,..- ,., ..... 0 0 I • • 0 • • • • • 2 0 J 2 • • ' • I • • 0 • • 0 22 • • ·- ·- ISl'll
--.(lWllttMIIOecOlll ,.Wlll&,...._..,-MtU••n.- . IM(... .'-Jfl. ..,lllllkllOI._.-..- .. . ..............,........, .. n • 0 • • " • • • 0 .• • • . .• • • . ,• • 1 . 12 • • • " • • •
" • • 0 n • • • ".• 0 . ' ·- ·- ........ .
.·- .__ -- ".2 ". ' 111 • t .• • ., . ~ • l2 • • - . ..1 . . .120 ..t . .. , ".JO • .' . 061 ff " 1 .." ,, .. . . "JI) .1 .1 . , ·- ·- .... ._ ..
ii. Satisfaction Measurements. Itron CC shall implement suitable measures and metrics
to achieve 90% satisfaction (i.e. 90% of end customers ranking customer service at the
highest levels) and include this in its Call Center Policies and Procedures.
i. Call Center Audit
Audit by Customer. Customer shall have the right to periodically audit ltron's CC
operations either remotely or on-site at its call center facility. ltron's CC systems shall
also support the ability to remotely review any of the recorded calls. This can be done
quarterly, monthly or even hourly.
2.3 Customer Responsibilities
Customer will perform each of the following tasks:
1. Provide review and approval of call scripts and FAQs.
2. Provide a direct phone number to transfer end customer calls to Customer that are misdirected to
the Project call-in number.
3. The Customer's call center will transfer Project-related calls to the dedicated Project call-in
number.
3 ONGOING SOFTWARE MAINTENANCE AND MANAGEMENT
3.1 Software Support
Detailed terms are found in attachment Exhibit A of the Agreement.
3.1.1 Incident and Defect Management
Fort Collins Renewal SOW 2018-11-28 Confidential Page 12 of 19
DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Scope of Work
Detailed terms are found in Exhibit A of the Agreement.
3.2 Application Hosting and Management
3.2.1 General.
Itron will provide server, database, storage and application administration for the environments as well
as related back office network circuits and components. Itron will monitor lntelliSOURCE 24x7x365.
When an Incident triggers an alert, Itron will communicate with the Customer as set forth below, track
the Incident, troubleshoot the problem, and escalate to ltron's subject matter experts or third-party
vendors as needed, pursuant to the agreed incident management process in Exhibit A. Customer will
cooperate with reasonable requests that Itron makes as part of its efforts to respond to Incidents.
3.2.1.1 Planned System Changes.
For any planned system change related to any aspect of the back office, Itron will follow the mutually
agreed change management process. Such change will be implemented during a maintenance or as
the parties otherwise agree.
3.2.1.2 Urgent System Changes.
Itron will notify the Customer by email and phone in advance of any emergency system change
("Urgent System Change") related to any aspect of the back office. However, Itron will execute an
Urgent System Change even if no representative of the Customer is reached or responds to such
attempted notification before the Urgent System Change commences. In such case, Itron will notify
Customer by email and phone within four (4) hours after completion.
3.2.2 Customer Duty to Alert Itron of Expected or Current Downtime.
Customer will promptly notify Itron Customer Support by telephone if the Customer experiences any
downtime or material performance degradation in lntelliSOURCE, or plans any downtime of any
device, component or function that lntelliSOURCE depends upon or communicates with
(lntelliSOURCE-Related Assets of Customer"). lntelliSOURCE-Related Assets of Customer include,
but are not limited to, any of the back-office systems with which Itron has integrated lntelliSOURCE
as well as Customer network components serving such back-office systems and load management
devices. Each such incident in which Customer notifies Itron of problems with lntelliSOURCE related
assets of the Customer will be categorized as a Critical Problem per Exhibit A to assure highest priority
communication within Itron, but will not trigger any Itron response time or resolution obligations, or
any Itron continuing communications or management escalation activities, nor will the Incident be
included among the Priority 1 Incidents that are counted and subject to Service Level monitoring and
management pursuant to Exhibit A of the Agreement. Customer will promptly notify Itron Customer
Support by telephone upon the resolution of each such Incident.
3.2.3 Maintenance by Itron:
3.2.3.1 Back Office Maintenance Windows.
In accordance with the established change management procedures, Itron will perform maintenance
on back office hardware and software during two maintenance windows ("Maintenance Window'')
per week, each at a regularly scheduled time to be mutually agreed, and each lasting four (4) hours
unless otherwise agreed. The Maintenance Window will always be available, but not always used,
and when used, will not always be used for all four (4) hours. One Maintenance Window per week is
for Customer-specific maintenance, and one Maintenance Window per week is for changes that must
be made to lntelliSOURCE environments across multiple Itron clients.
Fort Collins Renewal SOW 2018-11 -28 Confidential Page 13 of 19
DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Scope of Work
3.2.3.2 Preventive Maintenance.
Itron will perform preventive maintenance on lntelliSOURCE during mutually agreed upon
maintenance windows.
3.2.3.3 lntelliSOURCE Software Maintenance (Updates installation).
When Itron releases updates for lntelliSOURCE modules pursuant to Exhibit A of the Agreement. ,
various functions within lntelliSOURCE may not be available during the update installation. Itron will
provide reasonable advanced notice to Customer prior to any update installations and will be
scheduled at a time that is mutually agreeable to both parties.
3.2.3.4 lntelliSOURCE Urgent Software Change.
Itron will attempt to notify Customer by email and phone in advance of any Urgent Software Change
regarding the lntelliSOURCE application. However, Itron will execute an Urgent Software Change
even if no representative of the Customer is reached or responds to such attempted notification before
the Urgent Software Change commences; in such case, Itron will notify Customer by email and phone
within four (4) hours after completion .
3.2.4 Backups and Restoration of Data.
Each Business Day, Itron will conduct daily backups of the data generated from lntelliSOURCE.
3.2.5 Application Site to Site Tunnel Monitoring and Management
3.2.5.1 General.
Itron will provide administration for the dedicated site to site VPN circuit and monitor these resources
24x7x365. Itron will execute such administration and monitoring remotely from the Network Operation
Center (NOC). When an Incident triggers an alert, Itron will communicate with Customer as set forth
in Exhibit A of the Agreement and escalate to ltron's subject matter experts or third-party vendors as
needed, pursuant to the agreed incident management process. Customer will cooperate with
reasonable requests that Itron makes as part of its efforts to respond to incidents.
3.2.5.1.1 Itron Responsibilities.
a) Reports. lntelliSOURCE provides built-in reports regarding the health and performance of the
devices.
b) Planned System Changes. For any planned system change related to any aspect of monitoring
and management of ltron's site to site VPN described in this task, such change will be
implemented during a Maintenance Window, or as the parties otherwise agree.
c) Urgent System Changes. Itron will notify the Customer by email and phone in advance of any
Urgent System Change regarding ltron's site to site VPN. However, Itron will execute an Urgent
System Change even if no representative of Customer is reached or responds to such attempted
notification before the Urgent System Change commences; in such case, Itron will notify
Customer by email and phone within four (4) hours after completion.
3.2.5.1.2 Customer Responsibilities.
Customer will cooperate with reasonable requests that Itron makes as part of its efforts to respond to
incidents.
3.2.5.2 Connectivity.
Fort Collins Renewal SOW 2018-11 -28 Confidential Page 14 of 19
DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Itri Scope of Work
Itron will pay for expenses associated with Internet connectivity at its location and will provide ongoing
monitoring and management of the network and communication equipment to maintain the connection
between the primary data center at Itron and Customer-selected AMI head-end. Itron will use this
secure connection to access the AMI head-end to control the Customer's devices and to connect to
Customer back office systems. Any additional VPN connection that the Customer may require can be
configured or installed and maintained at the Customer's expense. The Customer will monitor and
maintain any dedicated redundant access method (e.g., T1 , DSL, etc.) it chooses to install.
4 SOLUTION DELIVERY
4.1 Native App
lntelliSOURCE Customer Portal Module provides a branded Native App ("Native App") which allows
end customers to download, from the Apple iTunes and Google Play stores, an app that allows push
notifications and location-based services to their smart phone. The native app supports all the current
features of the Customer portal.
4.1.1 Implementation of Native App
4.1.1.1 Assumptions and Dependencies:
lntelliSOURCE Customer Portal Module v23 or higher.
- End customer has access to the Customer portal with valid login.
4.1.1.2 Itron Tasks and Milestones:
Setup branding for Customer Native App.
Install secure cert for Customer push notifications.
Itron Regression testing
Test impact to Customer portal settings and features.
Test installing Native App on iPhone.
Test installing Native App on Android phone
• Test push notifications.
Verify branding.
Setup Native App tips
4.1.1.3 Deployment
Submit to Apple iTunes store and Google Play store.
Verify Native App is available in the Apple iTunes store.
Verify Native App is available in the Google Play store.
4.1 .1.4 Project Implementation Effort -
Itron Solution Delivery:
lntelliSOURCE/Customer Portal deployment and setup.
- Itron responsibilities:
Setup Native App in Apple iTunes store.
Setup Native App in Google play store.
Fort Collins Renewal SOW 2018-11-28 Confidential Page 15 of 19
DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Scope of Work
Geo-coded end customer locations (i .e. the latitude and longitude for each end
customer listed in the prospect file)
- Customer responsibilities:
- Publicly accessible privacy policy page.
4.1.1.5 Scope
In Scope
Native App push notifications.
Native App Customer branding
Support for latest two (2) versions of iOS and Android.
4.2 Location Holds (Geo Fencing)
Location-based services can automate the setting of away holds on a thermostat when the home is unoccupied
by determining when a registered smartphone is outside of the home's "geofence." Multiple devices per
household can be used to drive automated away operations. Automated away holds follow the same value as the
away hold functionally.
4.2.1 Implementation of Location Hold
4.2.1.1 Assumptions and Dependencies:
lntelliSOURCE Customer Portal Module v23 or higher
- End customer has access to the Customer portal with valid login.
Native App installed on smartphone.
- Customer must "opt in" from the Native App
4.2.1.2 Itron Tasks and Milestones:
4.2.1.3
Itron regression testing
Test impact to Customer portal settings and features.
Test Customer portal settings page
Project Implementation Effort
Itron Solution Delivery:
These items are performed per the Customer Portal Module instance.
lntelliSOURCE/Customer Portal deployment and setup.
4.2.1.5 Scope
- In Scope
Default radius of the geo fencing is one (1) kilometer. This is configurable at a system level
- Out of Scope
Individual changes to the geo fencing rad ius.
4.2.1.6 Reports
• Set up reporting based on reports in Section 5 (Marketing and Recruitment Services)
5 MARKETING AND RECRUITMENT SERVICES
Fort Collins Renewal SOW 2018-11-28 Confidential Page 16 of 19
DocuSign Envelope ID: DOFEE428-6902-4414-B968-6F6BCB384097
Scope of Work
Itron will provide marketing management, creative services, and other associated enrollment services, as needed,
including website maintenance and preseason notifications, in Q1 of 2019. The marketing services will be divided
in two categories:
Fixed Marketing Services: This will include the following during 2019:
• Sixty (60) hours of marketing management and website maintenance, inclusive of participation at
weekly meetings.
• Forty (40) hours of creative services for the production of marketing collateral and development of
creative concepts, as needed for supporting the Project in 2019.
• Up to 4,000 direct mail pieces in two (2) tranches of approximately 2,000 touches each.
Total Fixed Marketing Services: $32,918
Variable Marketing Services: Customer will have the option to leverage the Itron marketing team of eight (8)
professionals who will assist Customer in developing a marketing strategy, creative concepts, and execution of
approved marketing plans. The pricing table in Section 6 provides the Variable Marketing Pricing Matrix that will
be used for determining costs for activities and services not included under Fixed Marketing Services. Itron
Marketing will develop the pricing proposal based on requests from Customer and will execute only upon receipt
of written authorization for all Variable Marketing Services requested. Services not listed in the matrix can be
provided upon request.
Total Variable Marketing Services:$ Variable
5.1 Native App Enrollment Services
End customers who use the thermostat Customer portal will automatically have access to Native App and
geofencing functionality. Itron will alert these end customers of this access and encourage them to activate both
features. The alerts will also educate end customers about where to download the Native App for both iPhone
and Android.
Itron will not be paid for geofencing marketing services until certain volumes of Customer's premises use the
feature. Geofencing usage is defined as enabling "geofencing" via the downloaded app (granting the app to use
the device's location) and using that geofencing for at least ninety (90) days.
This pay-for-performance pricing schedule, including premise volumes up to the total target of 500 geofencing
users, is detailed in Section 6 (Pricing).
Itron will set up two (2) reports to support:
• Tracking the adoption of geofencing overall (to support pricing described above)
• Tracking the resulting propagation of location-based away holds on the end customer's thermostat.
6 PRICING
Fort Collins Renewal SOW 2018-11-28 Confidential Page 17 of 19
DocuSign Envelope ID: DOFEE42B-6902-4414-B968-6F6BCB3B4D97
Scope of Work
Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19 Nov-19 Dec-19 2019 Total
Extension - Fixed
Field Services - Fixed
Call Center
$4,250 $4,250
$5,586 $5,586
$4,250 $4,250 $4,250 $4,250
$5,586 $5,586 $5 ,586 $5,586
$4,250 $4,250 $4,250 $4,250 $4,250 $4,250
$5,586 $5,586 $5,586 $5,586 $5,586 $5,586
Frog ram llllarketing
Operations
$1 ,468 " $1,468 "$16,768 " $1,468 " $1,468 " $1 ,468 fl' $1 ,468 " $1 ,468 " $1 ,468 " $1 ,468 " $1,468 " $1,468
$50,996
$67,026
$32,918
Saas - Softw a re
Cellular Corrm . mications
75 rr 801 Therrrostats
Total Extension - Fixed
$1 6,418
$1 81,283
$2,550
$9,685
$221 ,239
$16,418 $16,418
$0 $0
$2,550 $2,550
$0 $0
$30,272 $45,572
Variable Marketing Pricing Matrix:
101&-19 CREATIVI SERVICES PRIC!NG
$16,418 $16,41 8 $16,418
$0 $0 $0
$2,550 $2,550 $2,550
$0 $0 $0
$30,272 $30,272 $30,272
$16,418 $16,418 $1 6,41 8
$0 $0 $0
$2,550 $2,550 $2,550
$0 $0 $0
$30,272 $30,272 $30,272
$16,418 $16,418
$0 $0
$2,550 $2,550
$0 $0
$30,272 $30,272
$16,418
$0
$2,550
$0
$30,272
$197,020
$181,283
$30,600
$9,685
$569,528
PRINTING DESCRIPTION 1,000 5,000 10,000 50,COO
iDw-ect M~iJ Pacb_ge Out:E,r Enwlo,pi; 21p.c1ge, Let!!!r
TrifO'ld BrochuTe 85 X 11 trifold
Small Brochure 35 X 6foldl!d
OoorH~nger x 10L d e cut
1PostC:ud 25x6
:020 FS I no l'eply ca rd 8~ x 11, no reply card, heavier stodt
0 2D FSI w/Reply Card 85x1 5 w/ pedoratE!d B RC, heavie,r stock
!Bil mert 3.7Sx&875
1Ma ilho.u:se Servi-ces lnserti~. adctess,irc, seal ire
Per USPS Postal Ra1es+10% lilan<lirQ
o~e
Swiness Reply Cud Re·tlnl Postage & Handling
EMAIL MARKETING DESCRIPTION
Send E rrail 1D parti::~ntst prospecis
SERVICE
.Marketing/ OeativeServk es Hour'ly Rate
Stoc,k lm~ e s
0.05/email $1,00Dset-14> fee ilreach
email ca~ aia;n I
• <ii:91#•@ I
Marb!tirg services; collateral development
Pictures and graphic elements used in
col l.atera I
NOTE! Paperstodc used forprintcoll ateral isa comnodi!)t and prices are si.tjecttofluttuatec
Marketing of Geofencing (per Section 5)
$1.25
$1.26
$1.16
$1.59
$0..92
$1.33
$1.75
$1.15
$700min. charge
$0.75
PRIONG
$500 to $7 5CV I mag_e
Values listed below are one-time payment based on the first time the milestone is reached.
Total Premises using
Geofencing (number of
users)
Milestone Payment
Fort Collins Renewal SOW 2018-11-28
250 400
$4,800 $7,200
[End]
Confidential
$0.66 $033 S0,!7
$~76 $036 ,-
$0.l&
$0.65 $02.9 $0 .15-
$0.~ SQ..-28 $020
$0.43 $037 $0.1.9
$0.7S $034 $021
$0.79 $057 $0.46.
$0.26 $0.16, $000
$0.15 so.ii $0D7
$0 75 $0.75 $0.75'
...
500
$12,000
Page 18 of 19