HomeMy WebLinkAboutContract 32136 CITY SECRETARY
CONTRACT NO,
Selectron Technologies, Inc.
PROFESSIONAL SERVICES AGREEMENT
This Agreement is between Selectron Technologies, Inc., an Oregon corporation and its successors or assignees
("Company")and the undersigned the City of Fort Worth, Texas(the"Customer").
1. Engagement of Services. Company may from of Work(other than a proposed reduction in the amount of
time to time issue a Scope of Work in the form attached services provided), Company shall provide Customer with
to this Agreement as Exhibit A and B. Subject to the a modified fee estimate. If Customer accepts the modified
terms of this Agreement, Company will render the estimate, Company will perform the Project according to
services set forth in the Scope of Work accepted by the modified specifications after a purchase order has been
Customer (the "Project"). The manner and means by provided to the company. If Customer rejects the modified
which Company chooses to complete the Project are in estimate, Company shall have no obligation to perform the
Company's sole discretion and control. Customer will modified Project.
make its facilities and equipment available to Company
when necessary. 4. Independent Contractor Relationship.
Company's relationship with Customer will be that of an
independent Contractor and nothing in this Agreement
2. Hardware. Pursuant to this Agreement, and in should be construed to create a partnership,joint venture,
combination with any Company Software (which shall be or employer-employee relationship. Company is not the
licensed pursuant to a separate Software License agent of Customer and is not authorized to make any
Agreement), Company shall provide Customer with third- representation, contract, or commitment on behalf of
party hardware for use with Company Software (the Customer. Company will not be entitled to any of the
"Hardware),as set forth in Exhibit A and B(if any). benefits, which Customer may make available to its
employees, such as group insurance, profit sharing or
The Customer is entitled to all manufacturer warranties retirement benefits. Company will be solely responsible for
as they apply to the specific hardware provided. all tax returns and payments required to be filed with or
Warranty dates are based solely on the specific made to any federal, state or local tax authority with
manufacturer terms and conditions. The manufacturer respect to Company's performance of services and receipt
warranties are provided in addition to those included in of fees under this Agreement.
the Support and Maintenance Agreement.
5. Proprietary Information. Both parties agree
during the term of this Agreement and thereafter that they
3. Compensation. will take all steps reasonably necessary to hold the other
party's Proprietary Information in trust and confidence, will
3.1 Standard Compensation. Customer will pay not use Proprietary Information in any manner or for any
Company a fee for services rendered under this purpose not expressly set forth in this Agreement, and will
Agreement as set forth in the Project(s) undertaken by not disclose any such Proprietary Information to any third
Company. Customer shall be responsible for all expenses party without first obtaining the disclosing party's express
incurred within Exhibit A of this Agreement. Customer will written consent on a case-by-case basis. By way of
be responsible for all expenses, with prior written approval, illustration but not limitation "Proprietary Information"
outside Exhibit A of this Agreement. Upon termination of includes (a)trade secrets, inventions, mask works, ideas,
this Agreement for any reason, Company will be paid fees processes, formulas, source and object codes, data,
and expenses on a proportional basis as stated in the programs,other works of authorship,know-how,improvements,
Scope of Work for work which is then in progress, to and discoveries, developments, designs and techniques (hereinafter
including the effective date of such termination. All collectively referred to as "Inventions"); and (b)information
returned hardware is subject to a 15% restocking fee. regarding plans for research, development, new products,
Unless other terms are set forth in the Scope of Work for marketing and selling, business plans, budgets and
work which is in progress, Customer will pay Company for unpublished financial statements, licenses, prices and
services and will reimburse Company for previously costs, suppliers and customers; and (c)information
approved expenses within thirty(30) days of the date of regarding the skills and compensation of other employees of
Company's invoice. the disclosing party. Notwithstanding the other provisions of
this Agreement, nothing will be considered to be
Proprietary Information if it is public information under
3.2 Change Requests. Customer agrees tthe Chapter 552 of the Texas Government Code and if (1)it
Scope of Work as set forth in Exhibit A and B. If there is a has been published or is otherwise readily available to the
change to Exhibit A or B after Company has committed
resources to the Project, Customer agrees to pay the full public other than a breach of this Agreement; (2)it has
amount set forth in Exhibit A. However, if, during the been rightfully received by the receiving party from a third
party without confidential limitations; (3)it has been
course of a Project, Customer wishes to modify the Scope independently developed for the receiving party without
Standard Terms and Conditions were revised January 2004 OFFICIAL WORD
C01ECUMM'SlY
FE WK201111 M.
reference to the disclosing party's Proprietary Information; 9.2 Remote Access Security. In order to enable
or (4)it was known to the receiving party prior to its first development, customer support, and maintenance of the
receipt from the disclosing party. system, Company requires remote access capability.
Remote access is normally provided by installing PC-
6. Representations and Warranties. Both parties Anywhere, ControllT, or other industry standard remote
hereby represent and warrant that (a)they have full right access software. It may also be provided through a
and power to enter into and perform this Agreement, customer solution such as VPN access. Regardless of
(b)they will take all reasonable precautions to prevent injury what method is used to provide remote access, or who
to any persons (including employees of the other party) or provides remote access software, it is the Customer's
damage to property (including the other party's property) responsibility to ensure that the remote access method
during the term of this Agreement. Company warrants that meets Customer's security requirements. Company
any Hardware provided pursuant to this Agreement shall makes no representations or warranties to Customer
operate in good working order for a period of one year from regarding the remote access software's ability to meet
the date of the Second Invoice, as that term is defined in Customer's security or privacy needs. Company also
Exhibit A. Any changes or modifications to the Hardware makes no recommendation for any specific package or
by any person other than Company voids this limited approach with regard to security. Customer is solely
warranty. responsible for ensuring a secure network environment.
7. Warranty Disclaimer. The express warranties 10. Term. This Agreement shall commence upon
in Section 6 are in lieu of all other warranties, the date that both the Customer and Company have
express, implied or statutory, arising from or related executed this Agreement ("Effective Date") and shall
to this agreement and any hardware provided continue in full force and effect until completion of the
hereunder, including, but not limited to any implied project, unless terminated earlier in accordance with the
warranties of merchantability, fitness for a particular provisions of this Agreement, or when the Customer
purpose, title, and non-infringement of third party provides Company with written notice that Company has
rights. Customer acknowledges that it has relied on fulfilled its obligations under this Agreement and that
no warranties other than the express warranties in Company's services are no longer required.
this agreement. This warranty disclaimer is made
regardless of whether Company knows or has reason to 11. Termination. The Customer or Company may
know of Customer's particular needs. No Company terminate this Agreement at any time and for any reason
employee, agent, or dealer is authorized to modify this by providing the other party with thirty (30) days written
limited warranty,or make any additional warranties. notice of termination. In the event no funds or insufficient
funds are appropriated by the Customer in any fiscal period
8. Limitation of Liability. In no event will for any payments due hereunder, the Customer will notify
Company be liable for any consequential, indirect, Company of such occurrence and this Agreement shall
exemplary, special or incidental damages, including any terminate on the last day of the fiscal period for which
lost data and lost profits, arising from or relating to this appropriations were received without penalty or expense to
Agreement. Company's total cumulative liability in the Customer of any kind whatsoever, except as to the
connection with this Agreement and the services provided portions of the payments herein agreed upon for which
hereunder, whether in contract or tort or otherwise, will funds shall be appropriated. In the event that this
not exceed the amount of fees paid to Company Agreement is terminated, the Customer shall pay
hereunder. Customer acknowledges that the fees reflect Company for services actually rendered as of the effective
the allocation of risk set forth in this Agreement and that date of the termination and Company shall continue to
Company would not enter into this Agreement without provide the Customer with services requested by the
these limitations on its liability. Customer and in accordance with this Agreement up to the
effective date of termination.
9. Network Security Disclaimer
12. General Provisions.
9.1 Internet Security. Company's products may
include software that connects to the Internet. The 12.1 Governing Law and Venue. This Agreement
software is designed to operate within Customer's secure will be governed by the laws of the State of Texas. The
network environment. Specifically the software relies fully United Nations Convention on Contracts for the
on the Customer's security measures and implements no International Sale of Goods does not apply to this
further security infrastructure. Company makes no Agreement. Any action or proceeding arising from or
representations or warranties to Customer regarding any relating to this Agreement must be brought in the federal
3rd party technologies or service's ability to meet or state court located in Tarrant County,Texas.
Customer's security or privacy needs. This includes but
is not limited to operating systems, database 12.2 Severability. If any provision of this Agreement is
management systems, web servers, and payment unenforceable, such provision will be changed and
processing services. Customer is solely responsible for interpreted to accomplish the objectives of such provision
ensuring a secure network environment. to the greatest extent possible under applicable law and
the remaining provisions will continue in full force and
Standard Terms and Conditions were revised January 2004
effect. Without limiting the generality of the foregoing, 12.8 Entire Agreement. This Agreement and the
Customer agrees that Section 9 will remain in effect attached Exhibits, which are incorporated herein by
notwithstanding the unenforceability of any provision in reference, constitute the entire agreement between the
Section 8. parties regarding the subject hereof and supersedes all
prior or contemporaneous agreements, understandings,
12.3 Notices. All notices, consents and approvals and communication, whether written or oral. This
under this Agreement must be delivered in writing by Agreement may be amended only by a written document
courier, by electronic facsimile (fax), or by certified or signed by both parties. The terms on any purchase order
registered mail, (postage prepaid and return receipt or similar document submitted by Customer to Company
requested) to the other party at the address set forth will have no effect.
beneath such party's signature, and will be effective upon
receipt or three (3) business days after being deposited in 12.9 Right to Audit. The Company agrees that the
the mail as required above, whichever occurs sooner. Customer shall, until the expiration of three(3)years after
Either party may change its address by giving notice of the the final payment under this contract, have access to and
new address to the other party. the right to examine at reasonable times any directly
pertinent books, documents, papers and records of the
12.4 Assignment and Subcontracting. Company Company involving transactions relating to this
shall not assign or subcontract any of its duties, Agreement. The Company agrees that the Customer
obligations or rights under this Agreement without the shall have access during normal working hours to all
prior written consent of the Customer. If the Customer necessary Company facilities and shall be provided
grants such consent, the assignee or subcontractor shall adequate and appropriate workspace in order to conduct
execute a written agreement with the Customer under audits in compliance with the provisions of this section.
which the assignee or subcontractor agrees to be bound The Customer shall give the Company reasonable
by the duties and obligations of Company under this advance notice of intended audits.
Agreement.
12.10 Force Majeure. The Customer and Company
12.5 Injunctive Relief. A breach of any of the shall exercise their best efforts to meet their respective
promises or agreements contained in this Agreement may duties and obligations as set forth in this Agreement, but
result in irreparable and continuing damage to Company shall not be held liable for any delay or omission in
for which there may be no adequate remedy at law, and performance due to force majeure or other causes
Company is therefore entitled to seek injunctive relief as beyond their reasonable control, including but not limited
well as such other and further relief as may be appropriate to, compliance with any governmental law, ordinance or
as provided by law. regulation, acts of God, acts of the public authority,
transportation problems and/or any other similar causes.
12.6 Survival. Section 5 ("Proprietary Information"), 6
("Representations and Warranties"),7("Indemnification"),8
("Warranty Disclaimer'), 9 ("Limitation of Liability"), 10
("Network Security Disclaimer'), 11 ("Termination") and 13
("General Provisions')will survive expiration or termination
of this Agreement for any reason.
12.7 Waiver. All waivers must be in writing. Any
waiver or failure to enforce any provision of this
Agreement on one occasion will not be deemed a waiver
of any other provision or of such provision on any other
occasion.
Standard Terms and Conditions were revised January 2004
In Witness Whereof,the parties have caused this Professional Services Agreement to be executed by their duly
authorized representative.
Company: Selectron Technologies, Inc. Customer: IJT`
By: *Preside
ton By: c
Signed: Signed: i
Title: Title: `'- 2
Date:_ 1.L U�� Date: -7 (.� 0
Address:7405 SW Tech Center Drive,Suite 140 Address:
Portland OR 97223 ��'rzy -70 l(�
APPROVED AS TO
FORMA LEGALITY:
UNA', I'X44"' win"Mo/
ASSISTANT CITY ATTORNEY
Attested By:
D-[arty Hcndrix�
City Sccretary
P Ole
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Standard Terms and Conditions were revised January 2004 ' wRr'!
EXHIBIT A
SCOPE OF WORK
4.0 VoicePermits TM Interactive Voice Response 20-Port System Upgrade $58,900
Included Functionality:
Schedule an Inspection Speak Site Address
Cancel an Inspection Permit Based Messaging
Obtain Inspection Results VP Reporting Module
Post Inspection Results 20-Port VoicePermits User License
Workstation (Minimum Specifications Summary):
Intel®Xeonlm Processor 2.80 GHz/533MHz Microsoft TM Windows®2003 Server
768 MB RAM Microsoft SQL Server
Two(2)40 GB hard drive(RAID I mirroring) Remote Access Software
CD ROM,56K Modem,Network Card (2)12-Port Voice Cards
Inspection Failure Codes 3,000
Plan Review Status (Spoken & Fax) 6,000
SmartFAX(Required when fax functionality is purchased) 3,500
Spanish Language 3,000
Utility Notification (Fax) 2,500
Zoning Status (Fax) 3,500
Rollover Inspection Module Included
Inspections resulted as"incomplete'are automatically scheduled for the next business day
featuring"rollover notification"as part of inspection history.
Solution Design and Development Included
On-Site Installation and Training Included
Full System Documentation Included
Subtotal 80,400
20% Existing Customer Discount (16,080)
Requires that the Customer keep an Annual Maintenance Agreement current to receive the
Existing User Discount.
Subtotal 64,320
New Functionality:
Automatic Results Notification 8,500
This module allows the VoicePermits system to make outbound calls to contractors as soon as
the inspection results have been posted to the permitting database. The contractor hears the
permit number and inspection type,and whether the inspection passed or failed,and any
messages left by the inspector through the IVR system.With the Inspection Failure Codes
module in use,the reason for a failure will be provided.
Automatic Fax Notification for New Permits 8,500
Develop a custom component that will notify contractors by fax when new permits are issued.
This routine can be restricted to support only permits that are faxed into the department daily.
The purpose of the fax is to provide the contractor,in a timely manner,the issued permit
number to enable them to schedule inspections. The IVR system will scan the PermitsPlus
Standard Terms and Conditions were revised January 2004g� a
gr «J5C� 1 L10n`L�Vi
database periodically for new permits and automatically send a fax for each new document
found. Additionally,the IVR system will generate a daily fax report that details for the City who
was and was not successfully faxed. The City's technical staff will be responsible in defining a
unique field to distinguish which permits require the fax document and will also populate a
second field with the contractor's fax number,including any additional dial strings needed to
complete the call.
Inspector Call/Message Module 2,000
Develop an additional option that would allow callers to contact the inspector or plan reviewer
after hearing'Inspection Results"or"Plan Review Status". After hearing results,the caller
would be given the option to press a key to connect to the associated inspector or plan review
contact.The IVR would then call the assigned phone number to connect the caller.
Plan Review Status (E-mail portion) 1,500
SmartE-mail (Required when e-mail functionality is purchased) 1,500
Staff Directory 2,000
Utility Notification (E-mail portion) 1,500
Zoning Status (E-mail portion) 1,500
Total Solution Cost $91,320
Required Items Not Included in Selectron Technologies Offering
Phone lines and network service required to support the installation
PermitsConnect API'
Host Interface components must be installed and functioning prior to on-site installation
'It is recommended that the City transfer the DatEx licensing to PermitsConnect from PermitsVoice for the upgrade of
VoicePermits. There is no additional fee for Selectron to coordinate and implement this transfer with Accela.Though not
foreseen based upon our experience with other Selectron clients,there may be a charge for the Accela licensing.
Standard Terms and Conditions were revised January 2004
PAYMENT SCHEDULE
25% Invoiced at time of execution of contracts
50% Invoiced at completion of on-site installation
20% Invoiced 30 days after on-site installation
5% Invoiced upon final acceptance
The initial invoice is sent at completion of contract negotiations and upon receipt of purchase order
enables Company to purchase necessary hardware, fund on-site expenses and invest the technical
support hours to design and develop the customized Interactive Voice Response application for your
jurisdiction.
The second invoice is sent at the completion of the on-site installation and training phase of the
implementation, or when the system is available for customer testing at customer site.
The third invoice is sent 30 days after the completion of the on-site installation, which will give the
customer the opportunity to carefully test all functions and requirements as defined by the contract and
agreed upon call flows. It is the customer's responsibility to supply adequate staff to ensure full testing
is completed in a period not to exceed thirty days.
The final invoice is sent after the system has completed the Final Testing and Acceptance. Company
will have resolved all issues found during the last phase of testing.
If completion of the Final Testing and Acceptance is delayed beyond 30 days, and is not due to any
fault of Company, the payment will become immediately due.
Phased Implementation: When a phased implementation is mutually agreed to, the same payment
terms will be applied to each phase.
Taxes: Sales Tax or any other applicable taxes are not included in any of this proposal's pricing
information. If Sales tax or any other tax becomes applicable, these taxes will then need to be added to
the proposed pricing.
Payment Terms: Terms are net 30 from date of invoice. Past due invoices are subject to a 1.5% per
month late fee.
Standard Terms and Conditions were revised January 2004
ADDITIONAL INFORMATION
Time-and-Materials Billing Rates:
Company will provide custom programming and non-warranty maintenance customer support on a
time-and-materials basis.
Requested design, programming, testing, documentation, implementation work, and customer support
approved by Company will be performed at our then current standard published billing rates. Company
will issue a quote and scope of work to the customer. A purchase order must be issued before work
can be scheduled or begin.
Additional Training and On-Site Support:
All travel and associated expenses for the on-site installation work during the initial setup are included
in the Base System price.
If the customer requests additional on-site work, travel and out-of-pocket expenses will be billed at
$1,500.00 per day (minimum of 2 days) with at least 15-day notice. If 8-14 days advance notice is
provided the rate increases to $2,000.00 per day and if the notice is less than 7 days the rate increases
to$2,500.00 per day.
If changes are made to a travel schedule after plans are confirmed, the Customer is responsible for any
change fees or price changes incurred for airfare, hotel or car rental.
On-Going Support:
This contract includes upgrades to existing installed products currently subject to the Support and
Maintenance agreement executed July 19, 2002. For all other products included in this agreement,
prorated Annual Support and Maintenance fees are due 15 days prior to the expiration of the covered
period,which is currently April 1 of each year.
Standard Terms and Conditions were revised January 2004
U�Y�
EXHIBIT B
STATEMENT OF WORK
Standard Terms and Conditions were revised January 2004
Selectron
T E C H N O L O G I E S I N C
VoicePermltSTM
Interactive Voice Response System
modules:
Automatic Results Notification
Inspection Failure Codes
Plan Review Status(Spoken, Fax, &E-mail)
Smart E-mail
SmartFAX
Spanish Language
Staff Directory
Utility Notification(Fax&E-mail)
Zoning Status(Fax&E-mail)
Rollover Inspection
Permit Notification
Inspector Messaging
Overview .................................................................. 1
Deliverables ............................................................. 1
Functionality .............................................................3
Implementation Process ..........................................9
Customer Responsibilities ....................................... 11
Selectron Technologies, the Selectron Technologies logo, and all Selectron Technologies product names
contained herein are trademarks or registered trademarks of Selectron Technologies, Inc. in the USA and/or
other countries.All other brand names are trademarks of their respective holders.
confidential
OVERVIEW
This Statement of Work explains the components and services entailed in the
VoicePermitsTM interactive voice response (IVR) system with the Automatic Results
Notification module, the Inspection Failure Codes module, the Plan Review Status with
fax and e-mail module,and the Spanish language module. Other Modules include the
Staff Directory module, the Utility Notification with fax and e-mail module,and the
Zoning Status with fax and email module. Outlined are the software,hardware,and
implementation services provided with the purchase of this system. Additionally, this
document describes your role in providing a suitable environment and facilitating a
successful implementation of the VoicePermits IVR system.
DELIVERABLES
Solectron Technologies, Inc. delivers and installs a server] with the VoicePermits IVR
system already configured to your jurisdiction's specifications.This turnkey product
interacts with the permitting database to provide information and services via the phone
to building and planning customers.The system provides your customers with an
interface to schedule inspections,cancel and reschedule inspections,and obtain
inspection results. Inspectors can use the system to receive messages from contractors
and post inspection results.The following list gives a quick overview of the included
modules:
• With Automatic Results Notification,end-users can instruct VoicePermits to call,
fax,or email them as soon as the results of their inspection has been posted by the
inspector.
• The Inspection Failure Codes module provides codes for inspectors to enter when
posting results.The Inspection Failure codes denote specific violations and are
used to play a description of the violation to the end-users when they obtain
inspection results.
• The Plan Review Status module retrieves the status of a permit and plays the status
to end-users. After end-users hear the status,a fax or e-mail of the information can
be sent
• The Spanish Language module lets customers choose to hear the IVR prompts in
Spanish.
• The Staff Directory module provides callers the ability to locate staff by their name
and be transferred to the staff member's extension.
• The Utility Notification module generates a Request for Activation document and
faxes it to the Utility Department when a pass result for a final inspection for gas or
electric has been posted by the inspector through VoicePermits.
• The Zoning Status with fax and email module provides an interface for callers to
find the particular zoning status of an address or lot number and have a description
of that zone faxed or e-mailed to them.
1. Multiple application solutions are installed on one server.
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WIRd�� Phone
Network
�1
�PhoneVoicePermits IVR Permitting
Database
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Diagram of the VoicePermits IVR System
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FUNCTIONALITY
The Functionality section explains all of the end-user,inspector,and administrator tasks.
Features arc dependent upon the support of the permitting database. Tasks marked by a
,J are part of an add-on module.
The following is a list of tasks that end-users can perform while using the VoicePermits
IVR system.
Scheduling Inspections
After end-users have been issued a permit, they can call VoicePermits to schedule an
inspection. End-users can select the inspection type and the day for the inspection.
Canceling and Rescheduling Inspections
When an inspection needs to be cancelled,the end-user can call VoicePermits and cancel
the inspection. After cancellation, the end-user is given the option to reschedule the
inspection.
Obtaining Inspection Results
After an inspection,end-users can call VoicePermits and enter a permit number and
inspection type to hear whether the inspection passed or failed. If the inspector has left a
voice message for the contractor,it can be played after the inspection results message.
Obtaining Inspection Failure Descriptions.)
When an inspection has failed,end-users%will hear a description of the failure code(s) for
the inspection,if they have been posted by the inspector.
Leaving Permit Based Messages
When an inspection is scheduled the user can leave a voice message for the inspector.
The inspector is then notified of the message associated with the inspection when the
inspection is assigned.
Speak Site Address
During inspection scheduling,VoicePermits will speak the site address for the inspection
back to the user for confirmation.
Accessing The Staff Directoru.)
End-users who call VoicePermits may wish to speak to a specific staff person. From the
main menu,callers can choose to access the Staff Directory and transfer themselves
directly to a staff member's extension.Within the Staff Directory menu,callers enter the
first few letters of a staff members last name,if there is a single match, then Staff
Directory confirms the callers choice by playing the staff members name. If there is more
than one match or none,Staff Directory will present the caller with a list to choose from
or ask for more information. After the caller has selected the correct staff member from
the directory,they can confirm their choice and be transferred.
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Hearing Plan Review Status.
End-users who have begun the plan review process can call VoicePermits and enter their
permit number and site address to access the status of their plan. End-users will hear
what steps in the plan review process have been completed successfully and those that
have not.
Receiving a Fax or E-mail of Plan Review Status.)
When end-users want a paper or electronic copy denoting where they are at in the plan
review process, they can choose to have this information faxed or e-mailed to them.
After hearing the plan review status,users can select to have a document sent to them
displaying each step of the plan review process with its status. End-users must have their
e-mail address already on file to receive e-mail notification.
Hearing Zoning Status and Receiving a Fax or E-mail 1)
From the main menu callers can choose the option to find out the zoning status of a
piece of property. After selecting,callers enter the address or lot number for the property,
VoicePermits will then confirm the address or lot number and playback the zoning type
and description of the type. After hearing the zoning information,callers can choose to
have a fax sent to them with more detailed zoning information. If the end-user's email
address is already on file, they can request an email notification.
Continuing in English or Spanish.)
After the initial greeting message is played,end-users can choose to hear the prompts in
either Spanish or English. The end-user's menu options during the call are identical for
each language. Additionally,all dates,numbers,ordinals,currencies, and letters are
translated to the proper language.
Requesting Results Notification,)
During the inspection scheduling process,end-users can direct VoicePermits to call them
when results have been posted by the inspector. After selecting the option, the end-users
will enter a phone or fax number at which they wish to receive the call.The Results
Notification module is not designed to dial extensions. If the end-user's email address is
already on file, they may request an email notification.
Receiving Results Notification.)
After the inspector has posted the results of an inspection, the Results Notification
module will dial the number entered by the end-user during the inspection scheduling
process. On receiving the call,end-users will be prompted to hear their results by
pressing a digit on their keypad.The Results Notification module will play the results of
the inspection in the same manner as when the end-user calls VoicePermits. If the
inspector has left a voice message for the contractor, the end-user will be prompted to
call VoicePermits to retrieve it.The Results Notification can also send results via fax.
The following is a list of tasks that inspectors can perform while using the VoicePermits
IVR system.
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Posting Inspection Results
After an inspector has completed the inspection,they can call VoicePermits,login using
their inspector PIN,choose Post results,enter the permit number and inspection type,
and enter the inspection results.These results are then immediately available for users
who call to obtain results of inspections.
Posting Inspection Failure Codes
When the result of an inspection is posted,the inspector can choose to enter the failure
code(s) for the inspection.The description of these failure codes are then available for
callers obtaining results of inspections.
Leaving Permit Based Messages
After results for an inspection have been entered by the inspector,the inspector may
leave a voice message for the contractor.When the contractor calls to hear the inspection
results,they can listen to the message associated with the inspection.
Utility Notification by Fax or E-maQ
When an inspector posts a pass result on a final gas or electric inspection,VoicePermits
will generate a Request for Activation document and send it to the Utility department by
fax e-mail.The Request for Activation displays the Address,Permit number,and date of
the inspection.
The following is a list of the tasks administrators can perform to configure and update
the system for their jurisdiction.
Generating Reports
Administrators and operators can generate,view,save,and print system usage reports
using Microsoft Internet Explorer®5.0,Netscape Navigator®6.0,or newer with access
to the jurisdiction's intranet.The table below enumerates the reports with their respective
definitions.Reports can be saved as PDF files from the browser.
System Usage Calls received by day for selected date range
System Line Usage Calls received by line for selected date range
System Usage by hour Calls received by hour for selected date range
Action Number of times a menu option was selected for selected date
range
Call Activity Details A detail of each action associated with a permit.
Inspector Post Activity Posts by inspectors for selected date range
Permit Permits for a selected date range
Action Number of unrecorded names
Fax Fax status,document,date,time,and number
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Outbound Call Details Time,number and permit associated with outbound calls
Outbound Call Success List of successful and unsuccessful calls for a time period
Setting Operator Transfer Extension
At certain points during a call,the end-user may request to be transferred to an operator.
Setting the operator transfer extension tells VoicePermits where to transfer the call.
VoicePermits can transfer to different extensions depending on the time of day and what
task the user is performing Once the transfer extensions have been set,
VoicePermits will transfer calls successfully.
Updating Office Hours
When a end-user requests to be transferred to an operator,the system checks against the
office hours of the jurisdiction to determine if a transfer can be made to a person.
Updating Office Hours gives the system the correct guidelines to transfer calls
successfully.
Setting Office Holidays
When a end-user requests a transfer,VoicePermits checks against the office holiday
schedule to determine the correct action.With the office holidays updated,VoicePermits
will transfer end-users appropriately.
Appending an Optional Greeting
Appending an Optional Greeting instructs the system to play an additional greeting
message when end-users are addressed.The optional greeting can be used to inform end-
users of changes in office hours or holidays in the future.
Setting Maximum Message Length
After a end-user has scheduled an inspection they are given the option to leave a message
for the inspector.Setting the Maximum Message Length determines a specific amount of
time for the message.By Setting the Maximum Message Length,you can help to save
inspectors'time.
Defining Schedule Des
When end-users are scheduling inspections,VoicePermits offers a specific number of
days ahead for inspections to be scheduled.By Defining Schedule Days,the system
knows how many days in the future to schedule inspections.
Controlling Administration Access to the IVR System
To control access to the operation of VoicePermits,you can create and delete
administrator accounts,as well as edit account access levels and change the prompt
recording access PIN.Access levels can be set to permit only reporting capabilities or to
allow full access.
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Adding New Streets
As new streets are added to the jurisdiction,it is important they are added to
VoicePermits as well.lidding new street names and words requires two steps: creating
the file in the database, then recording the name or word using the telephone (if.
Recording Prompts and Responses
New street words,codes,or system prompts will need to be recorded into the system.
Recording Prompts and Responses creates an audio file for use by VoicePermits during a
call. Each word or phrase has a unique identifying number that is used in recording.After
a report is generated showing the numbers of unrecorded words,you can call the system
to record the missing words (if.
Adjusting Pronunciations of Prompts. Codes, and Street Words
When Text-to-Speech functionality is implemented,all of the prompts and responses will
already be recorded for you when you receive the system;consequently,you will need to
record prompts after you make adjustments in pronunciation. By adjusting the
pronunciation of prompts,codes,and street words the administrator can ensure
VoicePermits accurately pronounces more complicated words. Using the Prompt,Code,
or Word manager, the administrator can retype the mispronounced words in phonetic
expression.The spoken phrase or word will then be adjusted to the correct
pronunciation.
Maintaining Inspection Failure Codes•)
The jurisdiction may add,edit,and delete failure codes using the Administration tool.
When inspection failure codes arc added,a corresponding recording of the description
must be made for VoicePermits to play to callers.
Updating and Adding Zoning Codes.)
When the jurisdiction must create new zoning types,or update current zoning types,they
can do so by using the Code manager in the VoicePermits administration tool.
Checking Current System Status
The IVR monitor window displays the status of the IVR system. all lines are displayed
with their status and what(if any) actions arc taking place during the call.
Spanish Language Recording.)
Since end-users can choose to hear prompts in Spanish or English,all prompts must be
recorded in Spanish in the same manner as they are in English.
Updating Plan Review Codes)
When end-users review the status of their plan,each step in the process is spoken with its
status. Using the Administration tool,you can enter the code denoting each step and its
status.With the plan review codes updated,VoicePermits will speak the correct steps in
the plan review process and their respective results.
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Assigning E-mail Field in Permit Record.)
In order for end-users to receive an electronic copy of their plan review or inspection
history, the administrator must assign a field to hold the applicant's e-mail address.The e-
mail address must be associated with the permit record in the host database.
Entering Names and Extensions for Staff Directory;)
When setting up Staff Directory for the first time,or when new staff need to be added to
the Staff Directory, the names can be entered using the Staff Directory manager in the
Staff Directory tool set. From the Staff Directory manager you can enter each staff
members'first and last name and extension number. After all names have been added to
the Staff Directory manager you can generate a report from the prompt manager
displaying the prompt numbers for recording with the phone.
Recording Staff Directory Names•)
When there are newly added names to the Staff Directory manager, they must be
recorded into the system. Recording names creates an audio recording for use by Staff
Directory during a call. Each name has a unique identifying number that is used in
recording. After a report is generated showing the numbers of unrecorded words,you
can call the system to record all the words.
Setting Process Guidelines.)
The Automatic Results Notification module can be configured to call between specific
times of the day.Additionally,each call can be set to only be made on specific days of the
week. Depending upon the script, the modules can attempt to leave a message if they
reach voice mail or an answering machine,or they may require the customer to accept the
call using their keypad when answering the phone.The number of attempts for a call is
also adjustable.
Recording Prompts and Responses.)
If the Automatic Results Notification module is implemented without Text-to-Speech
functionalit}; new words must be recorded whenever they are added to the Word
Manager or Prompt Manager. Recording Prompts and Responses creates an audio
recording for use by VoicePermits during a call. Each word or phrase has a unique
identifying number that is used in recording. After a report is generated showing the
numbers of unrecorded words,you can call the system to record the missing words.
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IMPLEMENTATION PROCESS
This section gives a general overview of the implementation process.For a more detailed
explanation of the implementation process contact the Project Manager.
Establish Implementation Timetable
The Project Manager will provide the jurisdiction with an implementation questionnaire.
The questionnaire will be used to better understand the jurisdiction's functional needs as
well as provide information for the drafting of an initial call flow diagram representing
the IVR system menus and logic.As the call flow design progresses,the Project Manager
will work with the jurisdiction to create an implementation timetable.
Provision of Customer Data
As the software is designed for your jurisdiction,certain pieces of information will be
useful to create a precisely integrated fit.The jurisdiction will need to provide the files
specified.See"Jurisdiction Specific Information"on page 12.
Call Flow Development
The Project Manager will work with the jurisdiction to complete the call flow design.
Software development cannot begin until the call flow design is completed and verified
by the jurisdiction.The Results Notification call parameters will be set during the call
flow development as well.The jurisdiction will specify what criteria will be used to define
who is called,if callers need to accept calls,and if the system will attempt to leave a
message.The jurisdiction can specify whether or not the outbound application can dial
long-distance telephone numbers.
When a jurisdiction has purchased Utility Notification,they will need to decide if Request
for Activation documents will be sent as they come in,or all sent at a particular time of
the day.Additionally,the jurisdiction will need to specify which particular inspection will
cause the fax to be sent.
Throughout the call flow development,the Project Manager will work with the
jurisdiction to choose both the speech rate and style of voice for all text-to-speech
generated prompts (if applicable).
VoicePermits Server Preparation
The VoicePermits server will be delivered with the following software configured for
your jurisdiction:
• Microsoft®Windows 20038 Server
• Remote access software
• Microsoft SQL®Server 2000
• VoicePermits application software
• SmartFax software(if applicable)
• Smart E-mail software (if applicable)
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• Staff Directory software
• Microsoft SDK 5.1 for Windows
In addition to the software listed above,the VoicePermits base system includes two
licenses for the Administration Tool.One license will be pre-installed on the
VoicePermits server;the second license allows the jurisdiction to install the
Administration Tool on a workstation.With the Administration Tool,users can remotely
define configurable settings in the IVR system.
Confirmation of Pre-Installation Tasks
The Project Manager will provide you with a pre-installation checklist.At the completion
of the checklist,the Project Manager will schedule the on-site installation.
The Installation Specialist will provide two days of installation and training for
VoicePermits IVR.
System Installation
An Installation Specialist will install the VoicePermits server.The Installation Specialist
will perform any configuration required,and will test the system installation.The
customer should have telephony and network staff on stand-by to assist the installation
specialist if needed.
Training
Training for the administrator will be provided by the Installation Specialist as planned in
the Implementation Timetable.Training will also be provided for how to instruct
inspectors on use of the system.Voice prompt recording training will also be provided.
Documentation
An Administration Manual will be delivered with the on-site installation.Additionally,an
electronic version of the Administration Manual will be sent to the jurisdiction.
The jurisdiction will have 30 calendar days after an on-site installation to verify the
functionality of the VoicePermits system.Within the 30-day system acceptance period
the System Acceptance Sign-off form must be sent to the Project Manager.
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CUSTOMER RESPONSIBILITIES
This section outlines the software,hardware,and tasks that are not included with the
VoicePermits IVR system,but must be acquired or performed for the implementation to
be successful.
Prompts and Responses
To enable the jurisdiction control over the tone and style of prompts and responses,it is
the responsibility of the jurisdiction to record all of the IVR's prompts and responses.
Training will be provided during installation on how to record prompts and responses.
Database Access
The VoicePermits server must have access to the permitting database and must be
allowed access as a user on the database.The IVR server may require additional licenses
in order to have full access to the permitting database; these licenses are the jurisdiction's
responsibility. In addition, the jurisdiction must purchase and implement the permitting
database vendor's application programming interface (API).
Network Access
The VoicePermits server must have network access via a 10/100 connection and a fixed
IP address or domain name.
Remote Access
Remote access to the VoicePermits server should be provided to Selectron Technologies
staff for development and technical support.There are multiple options for how to setup
remote access—the Project Manager will help the jurisdiction choose a solution that best
fits the situation.
Phone Lines
One analog phone line per port must be provided and installed by the jurisdiction.In
order to ensure that incoming calls for a single number are quickly directed to the open
phone lines, the phone lines must be part of a hunt group.
Fax Appearance
Selectron Technologies provides a standard fax template.To create a more custom tai-
lored solution, the jurisdiction may choose to modify the fax template with a header,
footer and logo.The jurisdiction is responsible for supplying the customized fax template
in an RTF document in time for testing. It is the jurisdiction's responsibility to account
for the resolution quality of all images and text they submit.
Zoning Status Fax Appearance
Selectron provides a standard fax template.To create more custom tailored solution,the
jurisdiction may choose to modify the fax template with in-depth zone descriptions and
regulations.The jurisdiction is responsible for supplying the customized fax template in
an RTF document in time for testing. It is the jurisdiction's responsibility to account for
the resolution quality of all images and text they submit.
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Prompts and Responses
To enable the jurisdiction control over the tone and style of prompts and responses,it is
the responsibility of the jurisdiction to record all of the IVR's prompts and responses.
Training will be provided during installation on how to record prompts and responses.
Jurisdiction Specific Information
The following information is to be provided by the jurisdiction to create a precisely
integrated product.For further clarification on the format and detail of the following data
contact your Project Manager.
• Street names
• Failure codes and descriptions
• Inspection Result Codes and description
• Permit Status Codes and Types
• Inspection Types and description
• Validations used for scheduling an inspection
• Observed holidays
• Extensions used for the transfer function
• Permit numbering scheme
• Field for e-mail address
Spanish Language
Translation and recording of prompts from English to Spanish is the responsibility of the
customer. Dates,numbers,ordinals,currencies,letters, and numerals do not need to be
translated or recorded by the customer.
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APPENDIX ( : ADDENDUM TO THE STATEMENT Of WORK
This Addendum to the Statement of Work explains the custom implementation of the
Rollover Inspection add-on module.
The Rollover Inspection module allows VoicePermits to reschedule inspections receiving
an incomplete result for the next business day.
The following tasks can be performed by end-users when the Rollover Inspection
module is implemented.
Obtaining Inspection Results
After an inspection,end-users can call VoicePermits and enter a permit number and
inspection type to hear whether the inspection received a pass, fail,or incomplete result..
If the inspector has left a voice message for the contractor,it can be played after the
inspection results message.
Posting Inspection Results
After inspectors complete inspections,they can call VoicePermits,login using their
inspector PIN,choose Post results,enter the permit number and inspection type,and
enter an"incomplete"result.VoicePermits will reschedule inspections with an
incomplete result for the following business day.These results are then immediately
available for users who call to obtain results of inspections.
Establish Implementation Timetable
The Project Manager will provide the jurisdiction with an implementation questionnaire.
The questionnaire will be used to better understand the jurisdiction's functional needs as
well as provide information for the drafting of an initial call flow diagram representing
the IVR system menus and logic.As the call flow design progresses,the Project Manager
will work with the jurisdiction to create an implementation timetable.
Call Flow Development
The Project Manager will work with the jurisdiction to complete the call flow design.
Software development cannot begin until the call flow design is completed and verified
by the jurisdiction.
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APPENDIX II : ADDENDUM TO THE STATEMENT OF WORK
This Addendum to the Statement of Work explains the custom implementation of the
Automatic Fax Notification for New Permits add-on module.
The Automatic Fax Notification for New Permits module allows the IVR system to
automatically notify end-users when their permit has been issued.The IVR system will
check the permitting database,at user determined intervals,for new permits and
automatically send a fax for each new document found.The IVR system will retrieve the
fax number from the data entered in the permitting database at the time that the permit
application was submitted.
The following tasks can be performed by end-users when the Automatic Notification for
New Permits module is implemented.
Receiving New Permit Notification
When a new permit has been issued,the IVR system will automatically create and send a
fax to the permit applicant.The applicant can then use the permit number listed on the
notification to schedule an inspection.
Generating Reports
Administrators and operators can generate,view,save,and print system usage reports
using Microsoft Internet Explorer®5.0,Netscape Navigator®6.0,or newer with access
to the jurisdiction's intranet.The table below enumerates the reports with their respective
definitions.Reports can be saved as PDF files from the browser.
Fax Permits Activity The report shows the time,date,fax number,document name,
and status of each fax attempt.
Assigning Fax Field in Permit Record
In order for notification of a new permit to be sent to permit applicants via fax,the
administrator must assign a field to hold the applicant's fax number in the permit record.
This field,and the corresponding format,must be constant throughout permit types and
compositions.The fax field should also hold the appropriate dial code that the fax server
must dial to complete the call.
Establish Implementation Timetable
The Project Manager will provide the jurisdiction with an implementation questionnaire.
The questionnaire will be used to better understand the jurisdiction's functional needs as
well as provide information for the drafting of an initial call flow diagram representing
the IVR system menus and logic.As the call flow design progresses,the Project Manager
will work with the jurisdiction to create an implementation timetable.
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Call Flow Development
The Project Nfanager will work with the jurisdiction to complete the call flow design.
Software development cannot begin until the call flow design is completed and verified
by the jurisdiction.
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APPENDIX III : ADDENDUM TO THE STATEMENT OF WORK
This Addendum to the Statement of Work explains the custom implementation of the
Inspector Messaging add-on module.
The Inspector Messaging module allows end-users to contact inspectors after hearing
inspection results or plan review.When end-users select this option,the IVR system calls
the assigned phone number to connect the caller.
The following tasks can be performed by end-users when the Inspector Messaging
module is implemented.
Contacting Inspector
After hearing inspection results or plan review status,end-users can choose to be
connected by phone with the associated inspector or plan reviewer.
Assigning Inspector Phone Number in Permit Record
In order for the IVR system to connect the end-user to the inspector, the administrator
must assign a field to hold the inspector's phone number in the permit record.This field,
and the corresponding format,must be constant throughout permit types and
compositions.The phone number field should also hold the appropriate dial code that
the server must dial to complete the call.
Establish Implementation Timetable
The Project Manager will provide the jurisdiction with an implementation questionnaire.
The questionnaire will be used to better understand the jurisdiction's functional needs as
well as provide information for the drafting of an initial call flow diagram representing
the IVR system menus and logic.As the call flow design progresses,the Project Manager
will work with the jurisdiction to create an implementation timetable.
Call Flow Development
The Project Manager will work with the jurisdiction to complete the call flow design.
Software development cannot begin until the call flow design is completed and verified
by the jurisdiction.
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City of Fort Worth, Texas
Mayor and Council Communication
COUNCIL ACTION: Approved on 7/5/2005
DATE: Tuesday, July 05, 2005
LOG NAME: 061RVUPGRADE REFERENCE NO.: P-10187
SUBJECT:
Authorize the Execution of a Contract for the Purchase of Upgrade Package from Selectron,
Incorporated, for the Interactive Voice Response System for the Development Department
RECOMMENDATION:
It is recommended that the City Council authorize the purchase of an upgrade to the Interactive Voice
Response (IVR) system for the Development Department from Selectron, Incorporated, for the amount of
$91,320.
DISCUSSION:
The purpose of this contract is to upgrade the current Development IVR system. The current system has
been in place since late 1999 and has become unreliable. Changes are needed in order to address security
and reliability issues. The upgrade will include software and hardware improvements and additional
benefits to the customers.
The current IVR system allows contractors to call into the system to schedule inspections, obtain results of
inspections and determine the status of submitted construction plans. The upgrade will provide
enhancements to include the following:
1. The VoicePermits system will make outbound calls to contractors as soon as the inspection results
have been posted to the permitting database. The contractor will hear the permit number and inspection
type and whether the inspection passed or failed and any messages left by the inspector through the IVR
system. If the permit has failed, the reason for the failure will be provided;
2. An automatic phone call will be placed to the inspector or plan reviewer by this system to allow the
contractor to discuss the inspection results or plan review status; and
3. An automatic fax notification process will be provided. It will notify contractors when their new permits
have been issued.
This system was selected as part of a sole source procurement because it is the only product available to
provide upgrades to the current system and improvements to the existing equipment.
M/WBE - A waiver of the M/WBE requirement for subcontracting goals was requested by the Purchasing
Division and approved by the M/WBE office because the purchase of the products and services is from a
source where subcontracting or supplier opportunities are negligible.
Logname: 06IRVUPGRADE Page 1 of 2
FISCAL INFORMATION/CERTIFICATION:
The Finance Director certifies that funds are available in the current operating Budget, as appropriated, of
the General Fund.
BQN\\
TO Fund/Account/Centers FROM Fund/Account/Centers
GG01 521010 0061000 $50.000.00
GG01 521010 0063000 $41.320.00
Submitted for City Manager's Office bx: Dale A. Fisseler (6266)
Originating Department Head: Bob Riley (8901)
Additional Information Contact: Bob Riley (8901)
Logname: 06IRVUPGRADE Page 2 of 2