HomeMy WebLinkAboutCORRESPONDENCE - PURCHASE ORDER - 7328 DEMAND RESPONSE SOLUTIONSECTION 00950
CHANGE ORDER NO. 8
PROJECT TITLE: Peak Partners
CONTRACTOR: Itron
PROJECT NUMBER: 9136913
DESCRIPTION:
1. Reason for change: Extend operations, software support and field services into 2018
2. Description of Change: Extension of Field and Operation Services
3. Change in Contract Cost: $594,655
4. Change in Contract Time: 12 months
ORIGINAL CONTRACT COST $4,039,347.00
TOTAL APPROVED CHANGE ORDER $1,446,017.00
TOTAL PENDING CHANGE ORDER $0.00
TOTAL THIS CHANGE ORDER $594,655.00
TOTAL % OF THIS CHANGE ORDER 10.82%
TOTAL C.O.% OF ORIGINAL CONTRACT 14.72%
ADJUSTED CONTRACT COST $6,080,019.00
(Assuming all change orders approved)
ACCEPTED BY: DATE:
Contractor's Representative
REVIEWED BY: Pablo Bauleo DATE:
REVIEWED BY: John Phelan DATE:
REVIEWED BY: Pat Johnson DATE:
APPROVED BY: Lisa Rosintoski DATE:
APPROVED BY: Kevin Gertig DATE:
APPROVED BY: Gerry Paul DATE:
cc: City Clerk Contractor Engineer
Project File Architect Purchasing
DocuSign Envelope ID: B24635E1-2F55-4110-AFF9-F5FDA520DEA0
12/22/2017
DocuSign Envelope ID: 15DCD198-BB16-4201-BE90-D8FE2E051857
Gerry Paul for
Pat Johnson
12/27/2017
12/27/2017
1/2/2018
1/2/2018
1/2/2018
1/3/2018
Scope of Work
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SCOPE OF WORK
Fort Collins Utilities
Author: Erin Keys
Date: December 20, 2017
Itron
2111 N. Molter Road
Liberty Lake, WA 99019
USA
www.Itron.com
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This Scope of Work (“SOW”) is intended to provide a basis for mutual agreement between Itron and Fort
Collins Utilities (“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 2018
This SOW is entered into as of this ______ day of ________________, 2017 ("Effective Date") with an
expiration date of December 31, 2018 and is governed by the terms and conditions of the Master
Services Agreement for Utility Service Demand Response Solution Services dated December 18, 2013.
This SOW is subject to funding availability in the annual appropriation of 2018 by City of Fort Collins,
subject to Fort Collins City Council approval.
DocuSign Envelope ID: B24635E1-2F55-4110-AFF9-F5FDA520DEA0
22 December
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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
Itron’s Project manager and other key personnel that form Itron’s Project implementation team. Itron’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.
l) 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 Itron’s deliverables to Customers third-party contractors, if any.
e) Coordinate all Itron-provided training.
1.1.3. Resources
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a) Manage and coordinate Itron’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 Customers Project
implementation team, to coordinate Project activities between Itron and Customer, 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 Itron’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 Project quarterly job reporting for Federal and Department of Energy (DOE) reports in
Customer provided template, and/or other required reporting that may or may not be requested
by the DOE, per the Agreement.
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 Customers
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 Customers
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.
c) Manage invoice issues and errors.
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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 Customers 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) Signoff 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 Customers and Itron’s teams, including
prioritizing communication requests made to their respective teams.
2 FIELD SERVICES
2.1. Itron Responsibilities (for Non-EV Charging Station Scope)
Itron will be providing installation and/or maintenance of Demand Response (DR) devices at 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”). The goal each week will
be to have sufficient marketing leads and sales to create a backlog of customers for the installation
teams. This will ensure maximum utilization of field personnel. A maximum of 33 work orders per month
will be fulfilled as per the Field Services-Fixed line item listed in Section 7. Unused work orders will be
tracked in a “bank” and available for use in future months. In a single calendar month, no more than 50
work orders can be contained in the “bank” and no more than 17 work orders can be withdrawn from the
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“bank.” Any work orders exceeding the combined 33 (from Field-Services-Fixed) plus the 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 original term of this SOW will not be carried into
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 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 11:00AM; 2) 11:00AM to 2:00PM; and 3) 2:00PM to 5:00PM.
e) Itron’s field technician will call customer 15 minutes prior to arrival at the Customers premise.
f) In the event the customer is a participant in the Customers legacy load control program, Itron’s
field technician will remove existing devices and dispose of such devices in a dedicated recycle
dumpster provided by the Customers at the Customers facilities.
g) Itron’s field technician will complete installation in a neat and professional manner.
h) Itron’s field technician will perform commissioning, data input and validation of devices to verify
that the device is working and communicating with IntelliSOURCE.
i) Itron’s field technician will assist customer with the initial set-up of programming and operating
schedule for the thermostat.
j) In the case where a legacy customer decides to not to participate in any program, Itron’s field
technician will remove legacy equipment and rewire customer equipment to original condition.
Itron’s field technician will dispose of such devices in a dedicated recycle dumpster provided by
the Customers at the Customers facilities.
k) Itron Field Technicians will wear Itron provided uniforms with logos mutually approved by Itron
and Customer.
l) Itron Field Technicians will wear visible Customer provided Employee Identification Badges when
on Customer or customer premises.
m) Itron Field Technician’s vehicles will display appropriate signage as required by state and local
codes and as mutually agreed by Itron and Customer.
n) Itron shall obtain Customers 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.
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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 Program.
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 handheld field tool.
5. For thermostat installation, mount the thermostat in the same location as the Customers
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 the utility 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 our personnel describing the proper
installation techniques and will inform them of the objectives of the Project. 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 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 a. 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 IntelliSOURCE to track all installations. Itron will provide:
1. A database system that will track customers through the Term of the Agreement.
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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 customer property, or personnel raised by the Customer or
customer will be reported promptly to Itron Program 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
Customers home. These will include the following:
1. The customer is not at home when technician arrives
2. No one over 18 is at home
3. The customer requests to reschedule appointment upon arrival
4. The customer has incompatible or non-working equipment
5. The customer does not have working secure Internet access
6. The customer changes their mind at the time of installation
In the event the technician arrives at the customer’s home but cannot complete the installation
based on any of the items above, the customer will be charged the Turndown fee. The technician
will note on the work order the reason for the Turndown. Installations that are cancelled that do not
involve a truck roll will be treated as a cancellation and not billed to Customer.
Itron will perform the following tasks to maintain City of Fort Collins-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 trouble-
shooting 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 IntelliSOURCE for each device.
4. Provide a call log in IntelliSOURCE to track call resolution and history for each device.
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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
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 IntelliSOURCE
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 Itron’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 IntelliSOURCE, or plans any downtime of any
device, component or function that IntelliSOURCE depends upon or communicates with
(IntellISOURCE-Related Assets of Customer"). IntellISOURCE-Related Assets of Customer include
but are not limited to, any of the back-office systems with which Itron has integrated IntelliSOURCE
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 IntellISOURCE-
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 - SLSA. Customer will promptly notify Itron
Customer Support by telephone upon the resolution of each such Incident.
3.2.3 Maintenance by Itron:
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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 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 IntellISOURCE environments across multiple Itron clients.
3.2.3.2 Preventive Maintenance.
Itron will perform preventive maintenance on IntelliSOURCE during mutually agreed upon
maintenance windows.
3.2.3.3 IntellISOURCE Software Maintenance (Updates installation).
When Itron releases updates for IntellISOURCE modules pursuant to Exhibit A SLSA., various
functions within IntelliSOURCE 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 IntelliSOURCE Urgent Software Change.
Itron will attempt to notify Customer by email and phone in advance of any Urgent Software Change
regarding the IntelliSOURCE 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 IntellISOURCE.
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 SLSA and escalate to Itron’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. IntellISOURCE 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 Itron’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 Itron’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
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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.
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 Customers 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 Customers expense. The Customer will
monitor and maintain any dedicated redundant access method (e.g., T1, DSL, etc.) it chooses to
install.
4 SOLUTION DELIVERY
IntelliSOURCE Customer Portal Module now provides Automated Energy Efficiency (AutoEE) which
allows the customer to define regularly planned Energy Efficiency (EE) Periods in their thermostat
schedule. EE Periods maximize EE benefit from the HVAC system while ensuring that the Customers
comfort preferences are met when they return (‘Comfort Recovery’). The overall solution is composed of
two key parts:
a) Thermodynamic model of the premises
− Using thermostat telemetries and historical weather data, IntelliSOURCE will build a
thermodynamic model for the premises used to characterize a building’s performance
during certain weather conditions.
b) Weather and efficiency-based schedule optimization
− For thermostat schedules that use EE Periods, Itron will provide daily schedule
optimizations based on the weather forecast and unique performance characteristics of the
household.
4.1 Implementation of AutoEE
4.1.1 Assumptions and Dependencies:
− IntelliSOURCE Customer Portal Module, v23 or higher.
− Thermostat telemetries collected at 5-minute intervals.
− Fort Collins Utility customer has access to the customer portal with valid login.
4.1.2 Itron Tasks and Milestones:
− Update thermostat configuration to enable 5-minute interval telemetry collection.
− SFTP setup to import thermostat EE schedule holds.
− SFTP setup to export AutoEE Recovery Report.
− Setup customer portal “New Feature Tour” for AutoEE. This tour explains the AutoEE
feature.
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− Setup customer portal tip for “New Feature Tour”.
− Itron Regression testing
• Test impact to customer portal settings and features.
• Test that the tip “New Feature Tour” only shows up for customers registered for
AutoEE.
• Test that all other tips are functional.
• Verify thermostat AutoEE programming will function correctly.
• Test the AutoEE schedule application at the thermostat.
• Test a DR Event with AutoEE schedules applied to thermostat.
− Register new participants for AutoEE.
− Verify new participants’ schedules are updated.
4.1.3 Project Implementation Effort
Itron Solution Delivery:
− AutoEE deployment and setup.
− Thermostat telemetries setup.
− AutoEE import testing.
4.1.4 Scope
− In Scope
• Obtain all weather forecast from Darksky. Weather stations are based on zip codes.
• Daily AutoEE Recovery Report (see below)
− Out of Scope
• Any reports other than the above-mentioned reports.
• Any guaranteed impact to baseline/effectiveness of EE tools described in document.
• Any integration with or use of interval (AMI) data.
4.1.5 Daily AutoEE Recovery Report
The AutoEE Recovery Report tracks how AutoEE is balancing efficiency and the customer’s comfort
preferences, as well as how the customer’s premise performs during Comfort Recovery. The AutoEE
Recovery Report runs daily and delivers a CSV export to a configured SFTP endpoint. The recovery
report contains the following data columns for each Comfort Recovery hold (for each thermostat,
even if more than one per household) that ran on the previous day:
− End time of EE Period
− Indoor temperature at end of EE Period
− Indoor temperature at end of Comfort Recovery Period
− Comfort Recovery temperature set point
− Comfort Recovery start time
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− Minutes required to reach Comfort Recovery set point
4.2 Native App
IntelliSOURCE Customer Portal Module provides a branded Native App which allows customers to
download, from the Apple iTunes store and Google Play store, 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.
4.2.1 Implementation of Native App
4.2.1.1 Assumptions and Dependencies:
− IntellISOURCE Customer Portal Module v23 or higher.
− Fort Collins Utility customer has access to the customer portal with valid login.
4.2.1.2 Itron Tasks and Milestones:
− Setup branding for Customer native apps.
− 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
4.2.1.3 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.
4.2.1.4 Project Implementation Effort
− Itron Solution Delivery:
• IntelliSOURCE/Customer Portal deployment and setup.
− Itron:
• Setup native app in Apple iTunes store.
• Setup native app in Google play store.
− Customer:
• Publicly accessible privacy policy page.
• Geo-coded customer locations (i.e. the latitude and longitude for each customer
listed in the prospect file)
4.2.1.5 Scope
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− In Scope
• Native app push notifications.
• Native app Customer branding
• Support for latest 2 versions of iOS and Android.
4.3 Location Holds (Geo Fencing)
Location-based services drive the function of AutoEE. For example, AutoEE can be suspended when a
mobile device location suggests that a home is occupied; it can then be reinstated when the home is
unoccupied. Multiple devices per household can be used to drive automated away operations as
described above.
4.3.1 Implementation of Location Hold
4.3.1.1 Assumptions and Dependencies:
− IntelliSOURCE Customer Portal Module v23 or higher
− Fort Collins Utility customer has access to the customer portal with valid login.
− Native app installed on smartphone.
− Customer must “opt in” from the native app
4.3.1.2 Itron Tasks and Milestones:
− Itron regression testing
• Test impact to customer portal settings and features.
• Test customer portal settings page
4.3.1.3 Project Implementation Effort
− Itron Solution Delivery:
These items are performed per the Customer Portal Module instance.
• IntelliSOURCE/Customer Portal deployment and setup.
4.3.1.4 Customer
− Geo-coded customer locations.
4.3.1.5 Scope
− In Scope
• Default radius of the geo fencing is 1 kilometer. This is configurable at a system level
− Out of Scope
• Individual changes to the geo fencing radius.
5 MARKETING AND RECRUITMENT SERVICES
Itron will provide marketing management, creative services and any other enrollment services needed,
including website maintenance and preseason notifications in Q1 of 2018.
Fort Collins customers who use the thermostat customer portal will automatically have access to AutoEE
functionality. Itron will alert these customers of this access, and encourage them to activate the feature by
scheduling “away” periods. The alerts will also educate customers about where to download the native
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app, which could enhance the EE capabilities of AutoEE after enabling location services (i.e.
“geofencing”).
Itron will not be paid for AutoEE marketing services until certain volumes of Fort Collins Utilities’ premises
use the feature. For the avoidance of doubt, AutoEE usage is defined as enabling “geofencing” via the
downloaded app, and using that geofencing for at least 90 days. Geofencing usage will be verified using
telemetry reports that show “in/out” of the “geofence”.
This pay-for-performance pricing schedule, including premise volumes up to the total target of 500
AutoEE users, is detailed in Section 7 (Pricing).
6 CALL CENTER SERVICES
6.1 Itron Responsibilities
1. Continue using previously developed call scripts to guide Call Center Representatives (“CSR”) to
enroll customers into the program and schedule an installation. Sample scripts are included in
Exhibit P - Call Center Training Guide Policies and Procedures.
2. Continue using previously developed answers to frequently asked questions (“FAQ”) in order to
ensure consistent responses to customer questions.
3. Continue using the toll free program specific call in phone number.
4. Provide inbound call answering for calls directed to the DR program call-in number.
5. Schedule installations per Section 2 of the SOW.
6. Call Center (CC) Overview. Itron shall provide a primary point of contact for matters concerning
installation, appointment scheduling or customer problem resolution relating directly to the DR
program. Itron’s CC will also support requests for claim investigations.
7. Performance. Itron CC shall provide the same level of customer service provided by Customer
CC and expected by Customer customers. Itron 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. Itron’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. Itron’s CC is available 8AM-6PM Mountain Prevailing Time, Monday-
Friday. Some percentage of calls are received after normal CC operating hours. Customers may
need to reschedule installation appointments or report a problem after an installation after normal
business hours. Itron’s CC shall be open five days per week, Mon-Fri 8:00am-6:00pm Mountain
Prevailing Time. If significant call volumes dictate changes to these hours of operation, Itron and
Customer shall discuss and reach mutual agreement to modify or change accordingly.
10. CC Location. It is vital to provide Customer customers with representatives that are
knowledgeable and whose speech patterns are easily understood. Customer expects that the
CC employee(s) will attain some basic information and knowledge of the Customer
community. Itron's representative’s first language shall be English however Spanish speaking
Customer Service Representatives (CSRs) will also be available when needed. Third Party
interpretive services may be made available as required at additional cost to Customer.
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11. Policies and Procedures. Itron shall provide, and Customer shall review with the opportunity
to comment on, Itron’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. The Itron CC shall be staffed to meet the expected call volumes for the
deployment schedule.
b. Staffing. Itron’s CC shall employ all CSRs and call center supervisors as required to
cover the inbound calls from customers and the outbound calls to customers for
appointments and other reasons. Itron will typically provide a minimum of 1 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. Conduct outbound calls
iii. Process enrollments
iv. Schedule appointments
v. Answer questions regarding the DR Project.
vi. Handle customer inquiries, quality of service, and day to day tracking of
workforce proximity.
d. Escalation. Itron’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. Itron 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 either 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 Itron’s Project
manager.
13. Customer Communications
a. Primary Languages. Itron CC shall employ representatives that are fluent in English
and Spanish.
b. Other Languages. For customers who speak languages other than English or Spanish,
Itron’s CC reps working on this Project will be supported with the assistance of third party
translation/interpretive services at additional cost to Customer.
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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 customer interactions. Itron’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, Itron’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
customer communications capabilities that include the use of email and the Internet.
14. Customer Calls
a. Call Referrals/ Transfers. Itron’s CC shall provide the capability to conduct “warm” call
transfers to/from Customer call center. Itron and Customer 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 customers. Customer will have access to
IntelliSOURCE to view all remarks, contacts, or logs of communications from Itron’s
customer management system.
d. City Manager and City Council Complaints. Customers desiring to complain to
the City Manager or City Council must be directed to the correct contacts for such
complaints. Customer will provide Itron with the necessary contact information to be
provided to the 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 Customer customers to the appropriate emergency
authorities in the event of an emergency situation (e.g. customer calls to report an unsafe
condition, etc.). Itron shall comply with referring Customer customers to the appropriate
emergency authorities in the event of an emergency situation, and implement those
instructions on its messaging system and messaging services.
f. Call & Quality Monitoring. The Itron 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
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monitor Itron’s phone conversations with Customer 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.
iii. Itron will provide Customer with a record of all communications between Itron CSRs
and Customer customers on a daily basis, including all remarks, contacts or logs of
communications.
iv. Itron will provide the necessary contact information for customers desiring to
complain to the City Manager or City Council. Itron shall log the necessary
information on such calls; this information will be available in the call logs to
Customer.
v. 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 a customer will call Customer
regarding an exchange between the customer and the Itron representative. These
situations will require the ability for Customer to review the actual conversation. Itron’s
CSC 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 customer
satisfaction surveys regarding the communications between the customer and the
Itron’s CC. Itron shall implement a customer feedback system that captures customer
compliments, complaints and suggestions and that implements a process to address
each. 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.
ACD Report Sample
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Disposition Report Sample
ii. Satisfaction Measurements. Itron CC shall implement suitable measures and
metrics to achieve 90% satisfaction (i.e. 90% of 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 Itron’s CC
operations either remotely or on-site at its call center facility. Itron’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.
6.2 Customer Responsibilities
Customer will perform each of the following tasks:
1. Provide review and approval of call scripts and FAQ’s.
2. Provide a direct phone number to transfer to Utilities customer calls that are misdirected to the
DR call-in number.
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3. The Customers call center will transfer DR program related calls to the dedicated DR program
call-in number.
7 PRICING
AutoEE Marketing (per Section 5)
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