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CALLNET CALL CENTER SERVICES - CONTRACT - RFP - 8412 AFTER HOURS & CONTINUITY OF SERVICES TELEPHON
PROFESSIONAL SERVICES AGREEMENT WORK ORDER THIS AGREEMENT made and entered into the day and year set forth below, by and between THE CITY OF FORT COLLINS, COLORADO, a Municipal Corporation, hereinafter referred to as the "City" and CALLNET CALL CENTER SERVICES, INC., hereinafter referred to as the "Professional". WITNESSETH: In consideration of the mutual covenants and obligations herein expressed, it is agreed by and between the parties hereto as follows: 1. Scope of Services. The Professional agrees to provide services in accordance with any project Work Orders for 8412 After-Hours And Continuity Of Service Telephone Answering Services issued by the City. A blank sample of a work order is attached hereto as Exhibit A, consisting of one (1) page and is incorporated herein by this reference. A general scope of services is attached hereto as Exhibit B, consisting of six (6) pages and is incorporated herein by this reference. The City reserves the right to independently bid any project rather than issuing a Work Order to the Professional for the same pursuant to this Agreement. Irrespective of references in Exhibit A to certain named third parties, the Professional shall be solely responsible for performance of all duties hereunder. The term “Work” as used in this Agreement shall include the services and deliverables contained in Exhibit A and any Work Orders issued by the City. 2. The Work Schedule. The services to be performed pursuant to this Agreement shall be performed in accordance with the Work Schedule stated on each Work Order. 3. Time of Commencement and Completion of Services. The services to be performed pursuant to this Agreement shall be initiated as specified on each Work Order. Time is of the essence. Any extensions of any time limit must be agreed upon in writing by the parties hereto. 4. Contract Period. This Agreement shall commence June 21, 2017, and shall continue in full force and effect until June 20, 2018, unless sooner terminated as herein provided. In addition, at the option of the City, the Agreement may be extended for additional one year periods not to exceed four (4) additional one year periods. Renewals and pricing changes shall be negotiated by and agreed to by both parties. Written notice of renewal shall be provided to the Professional and mailed no later than thirty (30) days prior to contract end. 5. Early Termination by City. Notwithstanding the time periods contained herein, the City may terminate this Agreement at any time without cause by providing written notice of termination to the Professional. Such notice shall be delivered at least fifteen (15) days prior to the termination date contained in said notice unless otherwise agreed in writing by the parties. PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 1 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 All notices provided under this Agreement shall be effective when mailed, postage prepaid and sent to the following addresses: Professional: City: Copy to: CallNet Call Center Services, Inc. Attn: Charles Webb P.O. Box 1345 Bloomington, IN 47402-1345 City of Fort Collins Attn: Adam Bromley PO Box 580 Fort Collins, CO 80522 City of Fort Collins Attn: Purchasing Dept. PO Box 580 Fort Collins, CO 80522 In the event of any such early termination by the City, the Professional shall be paid for services rendered prior to the date of termination, subject only to the satisfactory performance of the Professional's obligations under this Agreement. Such payment shall be the Professional's sole right and remedy for such termination. 6. Design, Project Indemnity and Insurance Responsibility. The Professional shall be responsible for the professional quality, technical accuracy, timely completion and the coordination of all services rendered by the Professional, including but not limited to designs, plans, reports, specifications, and drawings and shall, without additional compensation, promptly remedy and correct any errors, omissions, or other deficiencies. The Professional shall indemnify, save and hold harmless the City, its officers and employees in accordance with Colorado law, from all damages whatsoever claimed by third parties against the City; and for the City's costs and reasonable attorney’s fees, arising directly or indirectly out of the Professional's negligent performance of any of the services furnished under this Agreement. The Professional shall maintain insurance in accordance with Exhibit D, consisting of one (1) page, attached hereto and incorporated herein. 7. Compensation. In consideration of the services to be performed pursuant to this Agreement, the City agrees to pay Professional on a time and reimbursable direct cost basis in accordance with Exhibit C, consisting of one (1) page, attached hereto and incorporated herein. Monthly partial payments based upon the Professional's billings and itemized statements of reimbursable direct costs are permissible. The amounts of all such partial payments shall be based upon the Professional's City-verified progress in completing the services to be performed pursuant hereto and upon the City's approval of the Professional's reimbursable direct costs. Final payment shall be made following acceptance of the work by the City. Upon final payment, all designs, plans, reports, specifications, drawings and other services rendered by the Professional shall become the sole property of the City. 8. License. Upon execution of this Agreement, the Professional grants to the City an irrevocable license to use any and all sketches, drawings, specifications, designs, blueprints, data files, calculations, studies, analysis, renderings, models and other Work Order deliverables (the “Instruments of Service”), in any form whatsoever and in any medium expressed, for purposes of constructing, using, maintaining, altering and adding PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 2 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 to the project, provided that the City substantially performs its obligations under the Agreement. The license granted hereunder permits the City and third parties reasonably authorized by the City to reproduce applicable portions of the Instruments of Service for use in performing services or construction for the project. In addition, the license granted hereunder shall permit the City and third parties reasonably authorized by the City to reproduce and utilize the Instruments of Service for similar projects, provided however, in such event the Professional shall not be held responsible for the design to the extent the City deviates from the Instruments of Service. This license shall survive termination of the Agreement by default or otherwise. 9. City Representative. The City will designate, prior to commencement of the Work, its project representative who shall make, within the scope of his or her authority, all necessary and proper decisions with reference to the project. All requests for contract interpretations, change orders, and other clarification or instruction shall be directed to the City Representative. 10. Project Drawings. Upon request and before final payment, the Professional shall provide the City with reproducible drawings of the project containing accurate information on the project as constructed. Drawings shall be of archival quality, prepared on stable mylar base material using a non-fading process to provide for long storage and high quality reproduction. "CD" disc of the as-built drawings shall also be submitted to the owner in and AutoCAD version no older then the established City standard. The Professional acknowledges the City is a governmental entity subject to the Colorado Open Records Act, C.R.S. §§ 24-72-200.1, et seq. (the “CORA”), and documents in the City’s possession may be considered public records subject to disclosure under the CORA. 11. Monthly Report. Commencing thirty (30) days after the date of execution of this Agreement and every thirty (30) days thereafter, the Professional is required to provide the City Representative with a written report of the status of the Work with respect to the Scope of Services, Work Schedule, and other material information. Failure to provide any required monthly report may, at the option of the City, suspend the processing of any partial payment request. 12. Independent Contractor. The services to be performed by the Professional are those of an independent contractor and not of an employee of the City of Fort Collins. The City shall not be responsible for withholding any portion of the Professional's compensation hereunder for the payment of FICA, Workers' Compensation, other taxes or benefits or for any other purpose. 13. Subcontractors. The Professional may not subcontract any of the Work set forth in the Exhibit A, Statement of Work without the prior written consent of the city, which shall not be unreasonably withheld. If any of the Work is subcontracted hereunder (with the consent of the City), then the following provisions shall apply: (a) the subcontractor must be a reputable, qualified firm with an established record of successful performance in its respective trade performing identical or substantially similar work, (b) the subcontractor will PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 3 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 be required to comply with all applicable terms of this Agreement, (c) the subcontract will not create any contractual relationship between any such subcontractor and the City, nor will it obligate the City to pay or see to the payment of any subcontractor, and (d) the Work of the subcontractor will be subject to inspection by the City to the same extent as the Work of the Professional. The Professional shall require all subcontractors performing Work hereunder to maintain insurance coverage naming the City as an additional insured under this Agreement of the type and with the limits specified within Exhibit D, consisting of one (1) page attached hereto and incorporated herein by this reference. The Professional shall maintain a copy of each subcontract’s certificate evidencing the required insurance. Upon request, the Professional shall promptly provide the City with a copy of such certificate(s). 14. Personal Services. It is understood that the City enters into this Agreement based on the special abilities of the Professional and that this Agreement shall be considered as an agreement for personal services. Accordingly, the Professional shall neither assign any responsibilities nor delegate any duties arising under this Agreement without the prior written consent of the City. 15. Acceptance Not Waiver. The City's approval of drawings, designs, plans, specifications, reports, and incidental work or materials furnished hereunder shall not in any way relieve the Professional of responsibility for the quality or technical accuracy of the Work. The City's approval or acceptance of, or payment for, any of the services shall not be construed to operate as a waiver of any rights or benefits provided to the City under this Agreement. 16. Default. Each and every term and condition hereof shall be deemed to be a material element of this Agreement. In the event either party should fail or refuse to perform according to the terms of this Agreement, such party may be declared in default. 17. Remedies. In the event a party has been declared in default, such defaulting party shall be allowed a period of ten (10) days within which to cure said default. In the event the default remains uncorrected, the party declaring default may elect to (a) terminate the Agreement and seek damages; (b) treat the Agreement as continuing and require specific performance; or (c) avail himself of any other remedy at law or equity. If the non- defaulting party commences legal or equitable actions against the defaulting party, the defaulting party shall be liable to the non-defaulting party for the non-defaulting party's reasonable attorney fees and costs incurred because of the default. 18. Binding Effect. This writing, together with the exhibits hereto, constitutes the entire Agreement between the parties and shall be binding upon said parties, their officers, employees, agents and assigns and shall inure to the benefit of the respective survivors, heirs, personal representatives, successors and assigns of said parties. 19. Law/Severability. The laws of the State of Colorado shall govern the construction, PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 4 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 interpretation, execution and enforcement of this Agreement. In the event any provision of this Agreement shall be held invalid or unenforceable by any court of competent jurisdiction, such holding shall not invalidate or render unenforceable any other provision of this Agreement. 20. Prohibition Against Employing Illegal Aliens. Pursuant to Section 8-17.5-101, C.R.S., et. seq., the Professional represents and agrees that: a. As of the date of this Agreement: 1. The Professional does not knowingly employ or contract with an illegal alien who will perform work under this Agreement; and 2. The Professional will participate in either the e-Verify program created in Public Law 208, 104th Congress, as amended, and expanded in Public Law 156, 108th Congress, as amended, administered by the United States Department of Homeland Security (the “e-Verify Program”) or the Department Program (the “Department Program”), an employment verification program established pursuant to Section 8-17.5-102(5)(c) C.R.S. in order to confirm the employment eligibility of all newly hired employees to perform work under this Agreement. b. The Professional shall not knowingly employ or contract with an illegal alien to perform work under this Agreement or knowingly enter into a contract with a subcontractor that knowingly employs or contracts with an illegal alien to perform work under this Agreement. c. The Professional is prohibited from using the e-Verify Program or Department Program procedures to undertake pre-employment screening of job applicants while this Agreement is being performed. d. If the Professional obtains actual knowledge that a subcontractor performing work under this Agreement knowingly employs or contracts with an illegal alien, the Professional shall: 1. Notify such subcontractor and the City within three days that the Professional has actual knowledge that the subcontractor is employing or contracting with an illegal alien; and 2. Terminate the subcontract with the subcontractor if within three days of receiving the notice required pursuant to this section the subcontractor does not cease employing or contracting with the illegal alien; except that the Professional shall not terminate the contract with the subcontractor if during such three days the subcontractor provides information to establish that the subcontractor has not knowingly employed or contracted with an illegal alien. e. The Professional shall comply with any reasonable request by the Colorado PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 5 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 Department of Labor and Employment (the “Department”) made in the course of an investigation that the Department undertakes or is undertaking pursuant to the authority established in Subsection 8-17.5-102 (5), C.R.S. f. If the Professional violates any provision of this Agreement pertaining to the duties imposed by Subsection 8-17.5-102, C.R.S. the City may terminate this Agreement. If this Agreement is so terminated, the Professional shall be liable for actual and consequential damages to the City arising out of the Professional’s violation of Subsection 8-17.5-102, C.R.S. g. The City will notify the Office of the Secretary of State if the Professional violates this provision of this Agreement and the City terminates the Agreement for such breach. 21. Special Provisions. Special provisions or conditions relating to the services to be performed pursuant to this Agreement are set forth in Exhibit E – Confidentiality and Exhibit F – Fort Collins Expense Guidelines, consisting of three (3) and two (2) pages, respectively, attached hereto and incorporated herein by this reference. PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 6 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 THE CITY OF FORT COLLINS, COLORADO By: Gerry Paul Purchasing Director DATE: ATTEST: APPROVED AS TO FORM: CALLNET CALL CENTER SERVICES, INC. By: Printed: Title: CORPORATE PRESIDENT OR VICE PRESIDENT Date: PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 7 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 7/5/2017 Charles Webb President Assistant City Attorney 7/11/2017 City Clerk EXHIBIT A WORK ORDER FORM PURSUANT TO AN AGREEMENT BETWEEN THE CITY OF FORT COLLINS AND DATED: Work Order Number: Purchase Order Number: Project Title: Original Bid/RFP Project Number & Name: Commencement Date: Completion Date: Maximum Fee: (time and reimbursable direct costs): Project Description: Scope of Services: The Professional agrees to perform the services identified above and on the attached forms in accordance with the terms and conditions contained herein and in the Professional Services Agreement between the parties. In the event of a conflict between or ambiguity in the terms of the Professional Services Agreement and this Work Order (including the attached forms) the Professional Services Agreement shall control. The attached forms consisting of ( ) page(s) are hereby accepted and incorporated herein, by this reference, and Notice to Proceed is hereby given. PROFESSIONAL By:_______________________________ Date:_____________________________ CITY OF FORT COLLINS Submitted By: _________________________ Project Manager Date: _________________________ Reviewed by: _________________________ Senior Utility Engineer Date: _________________________ Approved by: _________________________ Water Engineering & Field Services Operations Manager Date: ________________________ Approved by: _________________________ Utilities General Manager (over $1,000,000) Date: ________________________ Approved by: _________________________ Purchasing Director (if over $60,000) Date: _______________________ PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 8 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 EXHIBIT B 8412 AFTER HOURS AND CONTINUITY OF SERVICE ANSWERING SERVICE SCOPE OF WORK Professional will demonstrate professional competence and experience in after-hours and continuity of service answering services for Fort Collins Utilities (City). This includes answering a dedicated after-hours/continuity of service phone line utilizing a specified Utilities protocol, forwarding calls, taking messages and information, logging information, contacting Utilities personnel via telephone, text and email, providing information to callers as appropriate and transferring information to Utilities in a timely manner. This project will be implemented in multiple phases over time. The first phase will include setting up the basic answering services as described in this scope of work, including incorporation of limited Utility Services customer address information and export to the utility of electronic outage incident records. The first phase will be completed by August 15, 2017. Other additional services as described in this scope of work may be implemented in later phases in coordination with related IT systems projects. Required Technical Capabilities and Resources Professional must have the following technical capabilities and resources: 1. Power Supply Backup Professional must have an alternative means to provide continuous operations during a power outage or emergency of up to four (4) hours. This would include provisions that would maintain phone operation and phone features such as transfer, logging and recording of calls and information from City of Fort Collins customers and maintain sufficient lighting for personnel to perform their duties. 2. Digital Electronic Data Transfer Professional must have the capability to digitally transfer data. This would be used to forward customer call information to the Utilities’ duty person’s telephone, text and email daily call logs. Professional shall be able to provide answering capabilities utilizing Interactive Voice Response (IVR) as well as their ability to receive outage notification from customers via text or through web portal/mobile device applications. In addition to the IVR capability and the Professional’s internal policies, the Professional shall be able to provide their employees the training necessary (Red Flags, Open Records, Cybersecurity or additional as needed) to protect Fort Collins Utilities’ customer data. 3. Call Transfer Professional must have capabilities to transfer calls to other lines when needed. 4. Hold and Busy-Out Feature PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 9 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 Professional’s telephone system must have the capability to momentarily place the incoming line on hold to allow contacting duty person’s and to allow transfer of the customer call. The telephone system must have the ability to busy-out (incoming callers would receive a busy signal) the Utilities’ incoming line, if needed, to control traffic during the occurrence of a large outage or water main break. Professional must have the capability to record on-hold messages indicating that a power outage/water main break is in progress, there is currently a high volume of calls and be placed on hold for the next available operator. 5. Phone lines Professional must have at least two (2) lines, which can be used for Utility-related incidents. A minimum of one (1) incoming line must be dedicated to Utilities and answered with the following protocol: “Fort Collins Utilities After-Hours. What is your emergency?” The other line or lines must be available for the duty person to call the answering service and receive response without delay. All calls should be answered by the third ring. 6. TTY and TDD Capabilities Professional shall be able to record and dispatch calls from hearing and speech disability customers through Telecommunications Relay Services. 7. Non-English Speaking Capabilities Professional shall have personnel available, at all hours of operation, who are fluent in Spanish in addition to English. A language interpretation service shall be provided for all other languages. 8. After-Hours Operation Service must be provided from 5:00 pm MST (17:00) to 8:00 am MST (08:00) Monday through Friday, 24 hours per day Saturdays, Sundays and the following holidays as they are observed by the City of Fort Collins (holidays may be observed the business day before or the business day after when occurring on a weekend): New Year’s Day Martin Luther King Day Presidents Day Memorial Day Independence Day Labor Day Veterans Day Thanksgiving Day Christmas Day Professional shall be able to provide service outside the After-Hours schedule listed above, in emergency situations or when advanced notification is given for employee events. In extreme circumstances, Fort Collins Utilities may elect to discontinue forwarding the numbers and take calls at the Utilities Customer Service Department. PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 10 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 9. Staffing – Regular and Backup Operation Personnel The Professional’s call center must have sufficient regular personnel as needed to provide quick telephone answer response and to provide trained backup for all hours of operation. Adequate response to incoming calls and relaying the calls to on-duty personnel will be the primary consideration in determining satisfactory performance of service. Professional’s personnel shall conduct all work in a professional manner, even when dealing with high-stress situations. 10. Call Types Following are examples, not all inclusive, of the calls types the Professional call center may receive: Electric No power Partial Power Major power outage Damaged Equipment Wire Down Arcing/Sparking wires Dimming/Flickering Lights Dig In Street Light Out Traffic Light Out Request for Connect/Disconnect or Transfer of Service Payment on delinquent accounts Routine business questions Television interference Tree Trimming Billing problems Request for Utility phone numbers Media Calls Emergency locates Water/Wastewater/Stormwater Water Quality No water Turn Off Requests for Repairs Check for leaks Frozen or broken pipes Water station problems Request for Connect/Disconnect or Transfer of Service Water main breaks Fire Hydrant damage Missing or Damaged Manhole cover, Valve box or cover, and/or Meter Pit cover PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 11 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 Water Meter problems Plugged drainage inlet or Flooded street Detention basins not draining Bridge damage Hazardous materials spills Flooding from heavy or intense rainstorms Pets or animals in Storm drains Plugged sewer calls Sewer/bad odor smells from drains Emergency locates Contractor damage to Water/Wastewater/Stormwater Billing problems 11. Outage/Water Main Break Area Information The Professional shall provide callers with confirmation of outage/water main break in a geographic area, if specified and provided by Utilities. 12. Call Log and Recordings All calls received by the Professional shall be recorded and logged. The log shall be transmitted to the Utilities at the beginning of each regular workday, and/or access to retrieve the calls by the Utilities will be provided through a web portal or interface. Essential log information shall be date, time of call, name, address, return phone number, problem/service request and Utilities employee name notified of call. Light & Power call logs should be sent to the appropriately provided emails, and/or retrievable through a web portal or interface by Utilities personnel. Water/Wastewater/Stormwater call logs should be sent to the appropriately provided emails, and/or retrievable through a web portal or interface by Utilities personnel. The call recordings and logs shall be stored for a minimum of 30 days and shall be available at the request of the Utility within that time period. Professional shall abide by a mutually agreed upon document retention policy. 13. Flowchart A flowchart has been attached outlining the call-management process. 14. Preferred Means of Contact Professional shall follow the flow chart and call-management process developed by the Utilities. Professional will initiate contact with the appropriate Utilities field duty persons via text message. If the on-duty personnel do not acknowledge receipt of the text message, a phone call will be placed to that duty person. Professional will complete notification of the duty person and take a message consisting of the time, date, customer name, address, return phone number and problem, if known, If the Field Duty Person has not responded within five (5) minutes, the alternate duty person should be contacted. PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 12 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 If neither of the Field Duty personnel can be contacted, someone from the alternate calling tree should be notified. See attached flowchart. 15. Text Message Notification of Calls A text message indicating the time, date, customer name, address, return phone number and problem/service request shall be sent to the duty cell phone for all types of calls that designate calling the duty person. 16. CallNet Web Portal Professional will provide Web access for outage/message access, ad-hoc report generation, on call management and communication with dispatch. User levels will be structured to grant designated access to modules. 16. Estimated Traffic Typical call traffic for phones lines is projected to be: Weekday Evenings: two (2) to five (5) calls Saturdays: thirteen (13) calls Sundays: five (5) calls Holidays: fifty (50) calls, mostly occurring during business hours Major Utility events (Light & Power outages, Water Main breaks, etc.): one hundred (100) times per year During large sustained power outages or water main breaks, Utilities may elect to discontinue forwarding the numbers and take calls at the Utilities Customer service. The call center will be notified in the event that the Utilities choose to take the calls during these events. 17. Concern/Complaint Resolution Process If Utilities’ or its customers express a concern or complaint regarding the manner in which their calls have been handled, the contractor shall have an issue resolution process in place to follow. 18. Use of Sub-Consultants/Partners There may be situations when use of sub-consultants or partners from the award of this contract will be deemed necessary. The Utilities will contract solely with the Professional; therefor sub-consultants/partners remain the sole responsibility of the Professional. 19. Billing, Invoices and Payment Invoices for services should be submitted monthly to the Utilities. Invoices should be itemized in accordance with services provided: setup, fixed monthly charges and variable charges based on number of calls, etc. The Professional may receive monthly payments for satisfactorily completed work based on verified progress. 20. Personnel Conduct PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 13 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 The Professional shall be responsible for maintaining satisfactory standards of employees’ competency, conduct, courtesy, honesty and integrity. Professional shall be responsible for taking such disciplinary action with respect to any employee, as may be necessary. The personal conduct of the Professional and its staff has a direct impact on the quality of performance; personnel will be dealing with residents, staff or other callers in high stress situations. It is imperative the individuals assigned to provide these services possess good interpersonal and customer service skills. They should be comfortable and proficient in working with a diverse population. They should be skilled at de- escalating potential conflicts. Unacceptable personal conduct/behavior by the Professional, as defined, may result in immediate or early termination of the Agreement, as also defined. The Utilities may request the Professional to immediately remove from this assignment, any employee found unfit to perform duties to one or more of the following reasons: 1) Neglect of duty. 2) Disorderly conduct, use of abusive or offensive language, quarreling, intimidation by words or actions or fighting. 3) Theft, vandalism, immoral conduct or any other criminal action. 4) Selling, consuming, possessing or being under the influence of intoxicants; including alcohol or illegal substances while on assignment for the Utilities. 21. Additional Services provided by the Professional (may be added at a later date). CallNet OMS-Alert: MultiSpeak compatible data interface from CallNet to Utility OMS. Outage data taken from Professional’s agents is transferred in real time. If Utilities OMS prediction is available, Professional will remain in constant contact allowing for outage management as data changes. CallNet IVR-Alert: MultiSpeak compatible data interface from the Utility OMS to CallNet. This interface allows for 24 hr. monitoring and dispatch of outages generated by Utility office staff, IVR, Web interface, SMS or other application(s). CallNet Remote Reconnect: MultiSpeak compatible data interface with Professional to Utility metering system which allows for the pinging or reconnection of disabled meter(s). Connection dependent upon utility metering vendor. Professional will ping meter at the request of crew or to verify outage if the report is from a source other than a live agent. Once reconnection payment has been met, per Utility procedure, Professional will activate meter. Bill Pay via Web Portal: Professional will process payment(s) from Utilities customers. Custom Greeting: Customized Call Greeting providing personalized updates and customer advisories. PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 14 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 Pricing for Ft. Collins Utilities After-Hours Call Center Monthly cost based on average of 450 minutes of usage per week: $1895.00 (includes 1800 minutes of agent time. Overcalls above 1800 minutes/month $.80/minute) Setup Fee: $10,575 (Discounted setup fee of $.15/meter based on 70,500 meters including OMS integration and Web Portal setup and access) Fee Breakdown and optional services: CallNet OMS-Alert: MultiSpeak compatible data interface from CallNet to utility OMS. Setup fee and monthly fee included. CallNet IVR-Alert: MultiSpeak compatible data interface from Utility OMS to CallNet. Allows for the dispatch of outages generated by office staff, IVR, web interface, SMS or other application(s). $495 setup and $95/month. CallNet Remote Reconnect: MultiSpeak compatible data interface from CallNet to utility metering system which allows for the pinging or reconnection of disabled meter. $495 setup and $95/month CallNet Web Portal: Access to CallNet which allows outage/message access, ad-hoc report generation, on call management, communication with dispatch. Setup fee and monthly fee included. Custom Greeting: Included a $.25/minute rate for customized call greeting that provides personalized updates and consumer advisories. First 100 minutes of usage included in monthly fee. Data Archiving: Recording data greater than 90 days $10.00/monthly fee for each subsequent 90 days Call data greater than 36 months $10.00/monthly fee for each subsequent 12 months Translation Lines: For languages other than English or Spanish: $2.00/minute of agent time Additional programming or custom reports: CallNet charges a fee of $75.00/hour for custom applications (API), additional features or specialized reports not listed in this proposal EXHIBIT C PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 15 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 EXHIBIT D INSURANCE REQUIREMENTS 1. The Professional will provide, from insurance companies acceptable to the City, the insurance coverage designated hereinafter and pay all costs. Before commencing Work under this bid, the Professional shall furnish the City with certificates of insurance showing the type, amount, class of operations covered, effective dates and date of expiration of policies, and containing substantially the following statement: “The insurance evidenced by this Certificate will not reduce coverage or limits and will not be cancelled, except after thirty (30) days written notice has been received by the City of Fort Collins.” In case of the breach of any provision of the Insurance Requirements, the City, at its option, may take out and maintain, at the expense of the Professional, such insurance as the City may deem proper and may deduct the cost of such insurance from any monies which may be due or become due the Professional under this Agreement. The City, its officers, agents and employees shall be named as additional insureds on the Professional 's general liability and automobile liability insurance policies for any claims arising out of Work performed under this Agreement. 2. Insurance coverages shall be as follows: A. Workers' Compensation & Employer's Liability. The Professional shall maintain during the life of this Agreement for all of the Professional's employees engaged in Work performed under this Agreement: 1. Workers' Compensation insurance with statutory limits as required by Colorado law. 2. Employer's Liability insurance with limits of $100,000 per accident, $500,000 disease aggregate, and $100,000 disease each employee. B. Commercial General & Vehicle Liability. The Professional shall maintain during the life of this Agreement such commercial general liability and automobile liability insurance as will provide coverage for damage claims of personal injury, including accidental death, as well as for claims for property damage, which may arise directly or indirectly from the performance of Work under this Agreement. Coverage for property damage shall be on a "broad form" basis. The amount of insurance for each coverage, Commercial General and Vehicle, shall not be less than $1,000,000 combined single limits for bodily injury and property damage. In the event any Work is performed by a subcontractor, the Professional shall be responsible for any liability directly or indirectly arising out of the Work performed under this Agreement by a subcontractor, which liability is not covered by the subcontractor's insurance. C. Errors & Omissions. The Professional shall maintain errors and omissions insurance in the amount of $1,000,000. PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 16 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 new insurance EXHIBIT E CONFIDENTIALITY IN CONNECTION WITH THE SERVICES to be provided by Professional under this Agreement, the parties agree to comply with reasonable policies and procedures with regard to the exchange and handling of confidential information and other sensitive materials between the parties, as set forth below. 1. Definitions. For purposes of this Agreement, the party who owns the confidential information and is disclosing same shall be referenced as the “Disclosing Party.” The party receiving the Disclosing Party’s confidential information shall be referenced as the “Receiving Party.” 2. Confidential Information. Confidential Information controlled by this Agreement refers to information which is not public and/or is proprietary and includes by way of example, but without limitation, City customer information, utility data, service billing records, customer equipment information, location information, network security system, business plans, formulae, processes, intellectual property, trade secrets, designs, photographs, plans, drawings, schematics, methods, specifications, samples, reports, mechanical and electronic design drawings, customer lists, financial information, studies, findings, inventions, and ideas. To the extent practical, Confidential Information shall be marked “Confidential” or “Proprietary.” Nevertheless, Professional shall treat as Confidential Information all customer identifiable information in any form, whether or not bearing a mark of confidentiality or otherwise requested by the City, including but not limited to account, address, billing, consumption, contact and other customer data. In the case of disclosure in non- documentary form of non-customer identifiable information, made orally or by visual inspection, the Disclosing Party shall have the right, or, if requested by the Receiving Party, the obligation to confirm in writing the fact and general nature of each disclosure within a reasonable time after it is made in order that it is treated as Confidential Information. Any information disclosed to the other party prior to the execution of this Agreement and related to the services for which Professional has been engaged shall be considered in the same manner and be subject to the same treatment as the information disclosed after the execution of this Agreement with regard to protecting it as Confidential Information. 3. Use of Confidential Information. Receiving Party hereby agrees that it shall use the Confidential Information solely for the purpose of performing its obligations under this Agreement and not in any way detrimental to Disclosing Party. Receiving Party agrees to use the same degree of care Receiving Party uses with respect to its own proprietary or confidential information, which in any event shall result in a reasonable standard of care to prevent unauthorized use or disclosure of the Confidential Information. Except as otherwise provided herein, Receiving Party shall keep confidential and not disclose the Confidential Information. The City and Professional shall cause each of their directors, officers, employees, agents, representatives, and subcontractors to become familiar with, and abide by, the terms of this section, which shall survive this Agreement as an on-going obligation of the Parties. Professional shall not use such information to obtain any economic or other benefit for itself, or any third party, other than in the performance of obligations under this Agreement. PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 17 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 4. Exclusions from Definition. The term “Confidential Information” as used herein does not include any data or information which is already known to the Receiving Party or which before being divulged by the Disclosing Party (1) was generally known to the public through no wrongful act of the Receiving Party; (2) has been rightfully received by the Receiving Party from a third party without restriction on disclosure and without, to the knowledge of the Receiving Party, a breach of an obligation of confidentiality; (3) has been approved for release by a written authorization by the other party hereto; or (4) has been disclosed pursuant to a requirement of a governmental agency or by operation of law. 5. Required Disclosure. If the Receiving Party is required (by interrogatories, requests for information or documents, subpoena, civil investigative demand or similar process, or by federal, state, or local law, including without limitation, the Colorado Open Records Act) to disclose any Confidential Information, the Parties agree the Receiving Party will provide the Disclosing Party with prompt notice of such request, so the Disclosing Party may seek an appropriate protective order or waive the Receiving Party’s compliance with this Agreement. The Receiving Party shall furnish a copy of this Agreement with any disclosure. 6. Notwithstanding paragraph 5, Professional shall not disclose Confidential Information to any person, directly or indirectly, nor use it in any way, except as required or authorized in writing by the City. 7. Red Flags Rules. Professional must implement reasonable policies and procedures to detect, prevent and mitigate the risk of identity theft in compliance with the Identity Theft Red Flags Rules found at 16 Code of Federal Regulations part 681. Further, Professional must take appropriate steps to mitigate identity theft if it occurs with one or more of the City’s covered accounts and must as expeditiously as possible notify the City in writing of significant breeches of security or Red Flags to the City. 8. Data Protection and Data Security. In addition to the requirements of paragraph 7, Professional shall have in place information security safeguards designed to conform to or exceed industry best practices regarding the protection of the confidentiality, integrity and availability of utility and customer information and shall have written agreements requiring any subcontractor to meet those standards. These information security safeguards (the “Information Security Program”) shall be materially consistent with, or more stringent than, the safeguards described in this Exhibit. a) Professional’s information security safeguards shall address the following elements: • Data Storage, Backups and Disposal • Logical Access Control (e.g., Role-Based) • Information Classification and Handling • Secure Data Transfer (SFTP and Data Transfer Specification) • Secure Web Communications • Network and Security Monitoring • Application Development Security • Application Security Controls and Procedures (User Authentication, Security Controls, and Security Procedures, Policies and Logging) PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 18 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 • Incident Response • Vulnerability Assessments • Hosted Services • Personnel Security b) Subcontractors. Professional may use subcontractors, though such activity shall not release or absolve Professional from the obligation to satisfy all conditions of this Agreement, including the data security measures described in this Exhibit, and to require a substantially similar level of data security, appropriate to the types of services provided and Customer Data received, for any subcontractor Professional may use. Accordingly, any release of data, confidential information, or failure to protect information under this Agreement by a subcontractor or affiliated party shall be attributed to Professional and may be considered to be a material breach of this Agreement. 9. Confidential Information is not to be stored on any local workstation, laptop, or media such as CD/DVD, USB drives, external hard drives or other similar portable devices unless the Professional can ensure security for the Confidential Information so stored. Work stations or laptops to be used in the Work will be required to have personal firewalls on each, as well as have current, active anti-virus definitions. 10. The Agreement not to disclose Confidential Information as set forth in this Exhibit shall apply during the term of the Work and at any time thereafter unless specifically authorized by the City in writing. 11. If Professional breaches this Agreement, in the City’s sole discretion, the City may immediately terminate this Agreement and withdraw Professional’s right to access Confidential Information. 12. Notwithstanding any other provision of this Agreement, all material, i.e., various physical forms of media in which Confidential Information is contained, including but not limited to writings, drawings, tapes, diskettes, prototypes or products, shall remain the sole property of the Disclosing Party and, upon request, shall be promptly returned, together with all copies thereof to the Disclosing Party. Upon such return of physical records, all digital and electronic data shall also be deleted in a non-restorable way by which it is no longer available to the Receiving Party. Written verification of the deletion (including date of deletion) is to be provided to the Disclosing Party within ten (10) days after completion of engagement, whether it be via termination, completion or otherwise. 13. Professional acknowledges that the City may, based upon the representations made in this Agreement, disclose security information that is critical to the continued success of the City’s business. Accordingly, Professional agrees that the City does not have an adequate remedy at law for breach of this Agreement and therefore, the City shall be entitled, as a non- exclusive remedy, and in addition to an action for damages, to seek and obtain an injunction or decree of specific performance or any other remedy, from a court of competent jurisdiction to enjoin or remedy any violation of this Agreement. PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 19 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 EXHIBIT F FORT COLLINS EXPENSE GUIDELINES Lodging, Per Diem Meals and Incidentals and Other expenses: January 1, 2017 Lodging: • Hotels will be reimbursed at $109/day provided the government rate is available. If the government rate is not available, the best available rate shall be used and a printout of the available rates at the time of the reservation provided as documentation. • Hotel taxes do not count to the $109 limit, i.e. the rate is $109 plus applicable taxes. • Receipts are to be provided. • Actual expense will apply Meals and Incidentals: In lieu of requiring expense receipts, Fort Collins will use Federal GSA per diem guidelines. • Daily rate: $59 • Travel Days rate: 75% of $59 = $44.25 Vehicle Expenses: • All costs related to rental vehicles (gas, parking, etc.) must be documented if they are to be reimbursed. The standard for vehicle size is mid-size to lower. • If a private vehicle is used, mileage will be reimbursed using the mileage rate set by the IRS. The most direct route is the standard for determining total mileage. • Mileage for 2 wheel drive vehicles will be at the current rate found at www.gsa.gov. The rate for 2017 is $0.535. • Mileage for 4 wheel drive vehicles will be $0.78 when required by the City of Fort Collins. Extra Ordinary Cost • Prior authorization required. Expenses Not Allowed • Liquor, movies, or entertainment (including in-room movies); • Sporting events; • Laundry, dry-cleaning or shoe repair; • Personal phone calls, including connection and long-distance fees; • Computer connections (unless required for City business); • Other personal expenses not directly related to City business; • Convenience charges; • Rescheduling Airline Charges not related to City requirements. • Excessive meal tip amounts generally over 20%; • Delivery fees shall not exceed 10% of the total bill, if not already included; • Hotel Cleaning Tips; • Extra Baggage for one day trips; • Air Travel (when local); • Items that are supplied by the City. PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 20 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 Time Frame for Reporting • Per contract (every 30 days). Reference: The Federal GSA guidelines for Fort Collins are $109/day for hotel and $59 for meals and incidentals (M&IE). (Incidentals are defined as 1) fees and tips given to porters, baggage carriers, bellhops, hotel maids, stewards or stewardesses , and 2) transportation between places of lodging or business and places where meals are taken). Hotel taxes (i.e. lodging taxes) are not covered by per diem and are expensed as a separate line item. The M&IE is further broken down by: • Breakfast: $13 • Lunch: $15 • Dinner: $26 • Incidentals: $5 Federal guidelines further provide for the use of 75% of the M&IE rate for travel days, i.e. $44.25 for Fort Collins. PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 21 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 ATTACHMENT 1 CALL MANAGEMENT PROCESS FLOWCHART PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 22 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 Light & Power Other Problems Don't Call L&P Duty Person Calls from “ONE-CALL” or “UNCC” contact both Light & Power and Water duty person. Times when calls will be forwarded to the call center 1-800 number: Service must be provided from midnight to 7:00 a.m. and 5:00 p.m. to midnight Monday through Friday, all 24 hours of Saturday and Sunday, and all 24 hours of designated holidays: L & P Problems Utility phone numbers forwarded to call center 1-800 number: (970) 221-6700 (970) 221-6710 (970) 221-6759 Advise customer to call 970 212-2900 during normal business hours 8:00am to 5:00pm MST. Streetlight Out. Traffic Light Out. Routine business questions. Television interference. Tree trimming. Bill problems. Request for Utility phone numbers. Media Calls. Wind Program ZILCH Loans REACH (winterization program LEAP (Larimer County Energy Assist.) Conservation Programs Utility Locates (regular and emergency call UNCC at 1-800 922-1987) Power Outage Partial power Damaged equipment Wire down Arcing/Sparking wires Dimming/flickering lights Underground line hit Any doubt whether to call duty person Oil spills Transmission Line Disturbance ( this would be a call from PRPA - (Platte River Power) Streetlight down or damaged Utility box open with wires Problem Service Calls - Water Quality Service Calls - Check For Leak Frozen or Broken Pipes Water Station Problems Water Main Breaks Fire Hydrant Damage Water Valve Box Damage Water Meter Problems Plugged Drainage Inlet or Flooded Street Detention Basins Not Draining Drainage Channels Backing Up Water ANY PROPRIETOR/PARTNER/EXECUTIVE OFFICER/MEMBER EXCLUDED? INSR ADDL SUBR LTR INSD WVD PRODUCER CONTACT NAME: PHONE FAX (A/C, No, Ext): (A/C, No): E-MAIL ADDRESS: INSURER A : INSURED INSURER B : INSURER C : INSURER D : INSURER E : INSURER F : POLICY NUMBER POLICY EFF POLICY EXP TYPE OF INSURANCE (MM/DD/YYYY) (MM/DD/YYYY) LIMITS AUTOMOBILE LIABILITY UMBRELLA LIAB EXCESS LIAB WORKERS COMPENSATION AND EMPLOYERS' LIABILITY DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) AUTHORIZED REPRESENTATIVE EACH OCCURRENCE $ CLAIMS-MADE OCCUR DAMAGE TO RENTED PREMISES (Ea occurrence) $ MED EXP (Any one person) $ PERSONAL & ADV INJURY $ GEN'L AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $ POLICY PRO- LOC JECT PRODUCTS - COMP/OP AGG OTHER: $ COMBINED SINGLE LIMIT (Ea accident) $ ANY AUTO BODILY INJURY (Per person) $ OWNED SCHEDULED AUTOS ONLY AUTOS BODILY INJURY (Per accident) $ HIRED NON-OWNED PROPERTY DAMAGE AUTOS ONLY AUTOS ONLY (Per accident) $ $ OCCUR EACH OCCURRENCE CLAIMS-MADE AGGREGATE $ DED RETENTION $ PER OTH- STATUTE ER E.L. EACH ACCIDENT E.L. DISEASE - EA EMPLOYEE $ If yes, describe under DESCRIPTION OF OPERATIONS below E.L. DISEASE - POLICY LIMIT INSURER(S) AFFORDING COVERAGE NAIC # COMMERCIAL GENERAL LIABILITY Y / N N / A (Mandatory in NH) SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD ANY PROPRIETOR/PARTNER/EXECUTIVE OFFICER/MEMBER EXCLUDED? INSR ADDL SUBR LTR INSD WVD PRODUCER CONTACT NAME: PHONE FAX (A/C, No, Ext): (A/C, No): E-MAIL ADDRESS: INSURER A : INSURED INSURER B : INSURER C : INSURER D : INSURER E : INSURER F : POLICY NUMBER POLICY EFF POLICY EXP TYPE OF INSURANCE (MM/DD/YYYY) (MM/DD/YYYY) LIMITS AUTOMOBILE LIABILITY UMBRELLA LIAB EXCESS LIAB WORKERS COMPENSATION AND EMPLOYERS' LIABILITY DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) AUTHORIZED REPRESENTATIVE EACH OCCURRENCE $ CLAIMS-MADE OCCUR DAMAGE TO RENTED PREMISES (Ea occurrence) $ MED EXP (Any one person) $ PERSONAL & ADV INJURY $ GEN'L AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $ POLICY PRO- LOC JECT PRODUCTS - COMP/OP AGG OTHER: $ COMBINED SINGLE LIMIT (Ea accident) $ ANY AUTO BODILY INJURY (Per person) $ OWNED SCHEDULED AUTOS ONLY AUTOS BODILY INJURY (Per accident) $ HIRED NON-OWNED PROPERTY DAMAGE AUTOS ONLY AUTOS ONLY (Per accident) $ $ OCCUR EACH OCCURRENCE CLAIMS-MADE AGGREGATE $ DED RETENTION $ PER OTH- STATUTE ER E.L. EACH ACCIDENT E.L. DISEASE - EA EMPLOYEE $ If yes, describe under DESCRIPTION OF OPERATIONS below E.L. DISEASE - POLICY LIMIT INSURER(S) AFFORDING COVERAGE NAIC # COMMERCIAL GENERAL LIABILITY Y / N N / A (Mandatory in NH) SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: CERTIFICATE HOLDER CANCELLATION ACORD 25 (2016/03) © 1988-2015 ACORD CORPORATION. All rights reserved. CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY) $ $ $ $ $ The ACORD name and logo are registered marks of ACORD 07/06/2017 (251) 344-5530 (251) 343-0653 29424 Call Net Call Center Services Inc PO Box 1345 Bloomington, IN 47402 30104 A 1,000,000 X 21SBANG9115 04/30/2017 04/30/2018 300,000 10,000 1,000,000 2,000,000 2,000,000 B 500,000 21UECAG1411 12/28/2016 12/28/2017 A 21WECGA9620 04/30/2017 04/30/2018 100,000 100,000 500,000 City of Fort Collins, Co. Purchasing Division P O Box 580 Fort Collins, CO 80522 CALLNET-01 HANCOCKM S.S. Nesbitt & Company 960 Downtowner Blvd Mobile, AL 36609 Hartford Casualty Insurance Hartford Underwriters Ins. Co. X X X DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: CERTIFICATE HOLDER CANCELLATION ACORD 25 (2016/03) © 1988-2015 ACORD CORPORATION. All rights reserved. CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY) $ $ $ $ $ The ACORD name and logo are registered marks of ACORD 02/01/2017 (251) 344-5530 (251) 343-0653 29424 Call Net Call Center Services Inc PO Box 1345 Bloomington, IN 47402 30104 A 1,000,000 X 21SBANG9115 04/30/2016 04/30/2017 300,000 10,000 1,000,000 2,000,000 2,000,000 B 500,000 X 21UECAG1411 12/28/2016 12/28/2017 A 21WECGA9620 04/30/2016 04/30/2017 100,000 100,000 500,000 City of Longmont, its officers, agents and employees as “Additional Insureds” and "Certificate Holders" City of Longmont Purchasing & Contracts Div 350 Kimbark St Longmont, CO 80501 CALLNET-01 HANCOCKM S.S. Nesbitt & Company 960 Downtowner Blvd Mobile, AL 36609 Hartford Casualty Insurance Hartford Underwriters Ins. Co. X X X DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4 Floating Manhole Lids Irrigation Canal Problems Bridge Damage Hazardous Material Spills Heavy or Intense Rainstorms Pets or Animals in Storm Drains Sewer/Bad Odor Smells From Storm Drains Plugged Sewer Calls Sanitary Sewer Manhole Damage Sanitary Sewer Service Blockages Sewer Odor Calls Wasting water Water conservation Underground pipe hit Log call and transfer to Light & Power each morning via e-mail cstroh@fcgov.com. E-Mail at outsideduty@fcgov.comand and TEXT message to (970) 222-0564 the Light & Power duty person immediately . 2 minute delay, then call the duty person at (970) 222-0564. If no response within 5 minutes call the alternate duty person at (970) 222-4212. If still no response call the inside duty person at (970) 222-1794 and TEXT at (970) 229-8426. Keep trying these numbers until someone responds. Call L&P Duty Person Text Water duty person immediately at (970) 222-0308. If no response in 10 min call 222-0308. If no response text duty person at (970) 222-1236. If no response after 10 minutes call (970) 222-1236. If no response from either duty phone go to next flowchart below and make calls. Relay the call info (time, date,name, address, and problem verbally to the duty person. Call Water Field Oper. Duty Person Log call and transfer to Water each morning via e-mail to: rfisher@fcgov.com. ddufloth@fcgov.com. jhaukaas@fcgov.com kgertig@fcgov.com mkempton@fcgov.com kelmund@fcgov.com jcannon@fcgov.com jgraham@fcgov.com cwebb@fcgov.com utilities@fcgov.com fschrupp@fcgov.com hrichardson@fcgov.com If neither duty person can be reached call: WATER (970) Dwight Dufloth 226-5403 Lindy Westcott 225-0807 James Carder 222-9153 Wes Watkinson 222-0693 Jon Haukaas 817-0764 WASTEWATER (970) Ray Fisher 223-2005 Dave Kimes 692-1699 Nathan Carsurd 484-8452 Jon Haukaas 817-0764 STORMWATER Doug Jardine (970) 686-2473 Jason Eich (970) 215-2412 Hank Richardson (435) 619-1108 Jon Haukaas (970) 817-0764 METERS & SERVICES (970) Mike Herbst 223-0275 Lee McMahon 356-4270 Revised 10/9/15 by Bob Hover Contact Bob Hover at (970) 221-6725 for changes or updates to the call process. Please do not call Map Communications directly regarding changes. Customer service: 1-800 627-0114 Have our 1- 800 395-4821 number to give them. This is our account. Temporary second 1-800-568-7840 number rolls over 1-800 627-0114. Call Delivery Part of Flowchart For bill pay, call 970.212.2900 for our automated system to pay by Visa, Mastercard or Discover Note: Map can accept acknowledgement of text messages only (not e-mails) by replying with “IGOTIT” from your phone. Start or Stop service Power OFF for delinquent payment Power/Water Turn Ons and Re-connects E-Mail: smontoya@fcgov.com ssuppes@fcgov.com rharbison@fcgov.com jcobb@fcgov.com lclements@fcgov.com And text message to: (720) 446-9042 Immediately. If no reply withing 5 minutes call (720) 446-9042. If no reply call outside duty person at (970) .222-0564. Customer Service After Hours Duty Person Call Customer Service Duty Person L&P Non-Payment Call center asks which Utility is being contacted or did the call come from “ONE CALL” or “UNCC”. Call center asks “Is your power off for non-payment, some other power problem, or you just want to pay a bill? L&P Call center asks “Is your water off for non-payment, some other water\wastewater\stormwater problem, or you just want to pay a bill? W\W\S Water Non-Payment ONE CALL or UNCC Bill Pay Only – No Power Problem Bill Pay Only – No Power Problem Water\Wastewater\Stormwater Problems Note: If you have been incorrectly notified for a Water\Wastsewater\Stormwater or Light & Power problem, call 221-6700 and report the problem to Map Communications Note: If you have been incorrectly notified for a Water\Wastsewater\Stormwater or Light & Power Turn On/Off, call 221-6700 and report the problem to Map Communications Note: To hold calls to duty man, please say “HOLD CALLS”. DO NOT say “Stop Taking Calls” Note: If you have been incorrectly notified for a Water\Wastsewater\Stormwater or Light & Power Turn On/Off, call 221-6700 and report the problem to Map Communications Changes Requested By: Lori Clements – 10/9/15 S:\LP\Electric Field Services\Map Mobile Communications\Map Comm flowchart10-9-15.pdf PSA - Work Order Type 8412 After-Hours and Continuity of Service Telephone Answering Service Page 23 of 23 DocuSign Envelope ID: A9F404F4-C9D9-47E9-A147-7A16B82FDDC4