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HomeMy WebLinkAboutContract 45526 i 1 � P.O. No. FORTWORTH comma W. 1 L.'Li2La- CITY OF FORT WORTH j COOPERATIVE PURCHASE CUSTOMER AGREEMENT (Purchase Order) I� This Cooperative Purchase Customer Agreement ("Customer Agreement") is entered into by and between Voice Products Inc.("Vendor") and the City of Fort Worth, ("Customer"or"Authorized Customer"), a Texas local government entity, and a Customer as defined in Section 3A of the agreement between the Department of Information Resources (the "Entity") and Vendor, Contract No. DIR-SDD-1960, as amended, (the"Entity Agreement')with an effective date of April 19, 2013, This Customer Agreement shall be governed by the terms and conditions of the Entity Agreement, which is incorporated herein by reference and is available online at http://www2.d ir.state.tx.us/ict/contracts/Pages/Details.aspx?dir_contract_number=Dl R-S DD- 1960&Return=http%3A//www2.dir.state.tx.us/ict/contracts/Pages/Resu Its ByVendor.aspx%3Fcc%o3Dvoice or upon request from Vendor.The Entity Agreement expires on April 19,2017. Authorized Customer is eligible and desires to purchase the NICE IEX Workforce Management software, maintenance and training pursuant to the terms and conditions of the Entity Agreement as the Entity may specify from time to time, as well as the terms and conditions of this Customer Agreement. Entity will only be responsible for services provided to Entity and will not be responsible for payments for services provided to any individual Customer. The Authorized Customer agrees to the terms and conditions of the Entity Agreement as applicable. The Authorized Customer hereby agrees that it is separately and solely liable for all obligations and payments for goods and services provided hereunder. Vendor agrees that Customer shall be entitled to the same rights an -proteetiens.-- under the law afforded to the Entity under the Entity Agreement, as applicable, as if Customer had entered in o the itya�� a1.. � ro Agreement. Further, Vendor agrees that until the expiration of three (3) years after final payment under th tc�roe ri Agreement, or the final conclusion of any audit commenced during the said three years, Customer, or Cu m&'s n designated representative, shall have access to and the right to audit at reasonable times, all records of Ven or to*95; transactions relating to this Customer Agreement necessary to determine compliance therewith, at no additionE cPo t e1 Customer. Vendor agrees that the Customer shall have access to such records during normal business hou . to shall provide Vendor with reasonable advance notice of any intended audits. _ a The undersigned represents and warrants that he/she has the power and authority to execute this Customer A reem nt bind the respective Authorized Customer, and that the execution and performance of this Customer Agreement has been duly authorized by all necessary Authorized Customer action by M&CO-40,113 approved on + ° My: Authorized Customer has caused this Customer Agreement to be executed by its duly authorized representative to be effective as of the date signed below by Customer. Customer Name: City of Fort Worth Vendor Name: Voice P ducts,Inc. Authorize Signatur _ Authorized Si ature L... .w Pri ted ame: 9usatYAlanis Printed Nam X Title:Assistant City Manager Title: LL Date: Date: a u F goO O e ® City Secret g ®OOOtlC1000ggOgy RECEIVED APR 2'3 2014 NETWORK ACCESS AGREEMENT This NETWORK ACCESS AGREEMENT ("Agreement") is made and entered into by and between the CITY OF FORT WORTH ("City"), a home rule municipal corporation with its principal location at 1000 Throckmorton Street, Fort Worth, Texas 76102, organized under the laws of the State of Texas and situated in portions of Tarrant, Denton and Wise Counties, Texas, and Voice Products Inc. with its principal location at 8555 E. 32°d Street North, Wichita, Kansas 67226, ("Contractor"). 1. The Network. The City owns and operates a computing environment and network (collectively the "Network"). Contractor wishes to access the City's network in order to provide implementation of NICE Workforce Management Advanced Release 4 ("NICE WFM") of 190 licensed agents with up to two (2) SmartSync integrations and training services for NICE WFM Essentials Release 4. In order to provide the necessary support, Contractor needs access to Internet and Intranet. 2. Grant of Limited Access. Contractor is hereby granted a limited right of access to the City's Network for the sole purpose of providing implementation of NICE WFM Advanced Release 4, SmartSync integrations and NICE WFM Essentials Release 4 training services. Such access is granted subject to the terms and conditions forth in this Agreement and applicable provisions of the City's Administrative Regulation D-7 (Electronic Communications Resource Use Policy), of which such applicable provisions are hereby incorporated by reference and made a part of this Agreement for all purposes herein and are available upon request. 3. Network Credentials. The City will provide Contractor with Network Credentials consisting of user IDs and passwords unique to each individual requiring Network access on behalf of the Contractor. Access rights will automatically expire one (1) year from the date of this Agreement. If this access is being granted for purposes of completing services for the City pursuant to a separate contract, then this Agreement will expire at the completion of the contracted services, or upon termination of the contracted services, whichever occurs first. This Agreement will be associated with the Services designated below. ❑ Services are being provided in accordance with City Secretary Contract No. ❑ Services are being provided in accordance with City of Fort Worth Purchase Order No. ® Services are being provided in accordance with the Agreement to which this Access Agreement is attached. ❑ No services are being provided pursuant to this Agreement. 4. Renewal. At the end of the first year and each year thereafter, this Agreement may be renewed annually if the following conditions are met: 4.1 Contracted services have not been completed. 4.2 Contracted services have not been terminated. 4.3 Within the thirty(30) days prior to the scheduled annual expiration of this Agreement, the Contractor has provided the City with a current list of its officers, agents, servants, employees or representatives requiring Network credentials. Notwithstanding the scheduled contract expiration or the status of completion of services, Contractor shall provide the City with a current list of officers, agents, servants, employees or representatives that require Network credentials on an annual basis. Failure to adhere to this requirement may result in denial of access to the Network and/or termination of this Agreement. 5. Network Restrictions. Contractor officers, agents, servants, employees or representatives may not share the City-assigned user IDs and passwords. Contractor acknowledges, agrees and hereby gives its authorization to the City to monitor Contractor's use of the City's Network in order to ensure Contractor's compliance with this Agreement. A breach by Contractor, its officers, agents, servants, employees or representatives, of this Agreement and any other written instructions or guidelines that the City provides to Contractor pursuant to this Agreement shall be grounds for the City immediately to deny Vendor Network Access Agreement Rev.08/24/2012 Contractor access to the Network and Contractor's Data, terminate the Agreement, and pursue any other remedies that the City may have under this Agreement or at law or in equity. 6. Termination. In addition to the other rights of termination set forth herein, the City may terminate this Agreement at any time and for any reason with or without notice, and without penalty to the City. Upon termination of this Agreement, Contractor agrees to remove entirely any client or communications software provided by the City from all computing equipment used and owned by the Contractor, its officers, agents, servants, employees and/or representatives to access the City's Network. 7. Information Security. Contractor agrees to make every reasonable effort in accordance with accepted security practices to protect the Network credentials and access methods provided by the City from unauthorized disclosure and use. Contractor agrees to notify the City immediately upon discovery of a breach or threat of breach which could compromise the integrity of the City's Network, including but not limited to, theft of Contractor-owned equipment that contains City-provided access software, termination or resignation of officers, agents, servants, employees or representatives with access to City-provided Network credentials, and unauthorized use or sharing of Network credentials. 8. LIABILITY AND INDEMNIFICATION. CONTRACTOR SHALL BE LIABLE AND RESPONSIBLE FOR ALL DAMAGES THAT THE CITY MAY INCUR DIRECTLY ON ACCOUNT OF ANY BREACH OF THIS AGREEMENT BY CONTRACTOR, ITS OFFICERS, AGENTS, SERVANTS OR EMPLOYEES. THE CITY, ITS OFFICERS, AGENTS, SERVANTS AND EMPLOYEES, SHALL NOT BE LIABLE FOR ANY DAMAGES THAT CONTRACTOR MAY INCUR AS A RESULT OF THE CITY'S RESTRICTIONS TO OR DENIAL OF ACCESS TO CONTRACTOR'S DATA ON ACCOUNT OF ANY BREACH OF THIS AGREEMENT BY CONTRACTOR, ITS OFFICERS, AGENTS, SERVANTS OR EMPLOYEES, OR FOR ANY REASONABLE SECURITY MEASURES TAKEN BY THE CITY. IN ADDITION, CONTRACTOR SHALL BE LIABLE AND RESPONSIBLE FOR ANY AND ALL PROPERTY LOSS, PROPERTY DAMAGE AND/OR PERSONAL INJURY, INCLUDING DEATH, AND ALL CLAIMS, DEMANDS AND JUDGMENTS THEREFOR, TO THE EXTENT CAUSED BY THE NEGLIGENT ACT(S) OR OMISSION(S) OR INTENTIONAL MISCONDUCT OF CONTRACTOR, ITS OFFICERS, AGENTS, SERVANTS AND/OR EMPLOYEES. CONTRACTOR, AT CONTRACTOR'S OWN COST OR EXPENSE, HEREBY AGREES TO INDEMNIFY, DEFEND AND HOLD HARMLESS THE CITY, ITS OFFICERS, AGENTS, SERVANTS AND/OR EMPLOYEES FROM AND AGAINST ANY CLAIM, LAWSUIT, DEMAND OR OTHER ACTION TO THE EXTENT THAT THE SAME ARISES FROM THE NEGLIGENT ACT(S) OR OMISSION(S) OR INTENTIONAL MISCONDUCT OF CONTRACTOR, ITS OFFICERS, AGENTS, SERVANTS OR EMPLOYEES. 9. Confidential Information. Contractor, for itself and its officers, agents, employees, and representatives, agrees that it shall treat all information provided to it by the City as confidential and shall not disclose any such information to a third party without the prior written approval of the City. Contractor further agrees that it shall store and maintain City Information in a secure manner and shall not allow unauthorized users to access, modify, delete or otherwise corrupt City Information in any way. Contractor shall notify the City immediately if the security or integrity of any City information has been compromised or is believed to have been compromised. 10. Right to Audit. Contractor agrees that the City shall, during the initial term, any renewal terms, and until the expiration of three (3) years after termination or expiration of this contract, have access to and the right to examine at reasonable times any directly pertinent books, data, documents, papers and records, both hard copy and electronic, of the Contractor involving transactions relating to this Agreement. Contractor agrees that the City shall have access during normal working hours to all necessary Contractor facilities and shall be provided adequate and appropriate work space in order to conduct audits in compliance with the provisions of this section. The City shall give Contractor reasonable advance notice of intended audits. Contractor further agrees to include in all its subcontractor agreements hereunder a provision to the effect that the subcontractor agrees that the City shall, during the initial term, any renewal terms, and until expiration of three (3) years after termination or expiration of the subcontract, have access to and the right to examine at reasonable times any directly pertinent books, data, documents, papers and records, both hard copy and electronic, of such subcontractor involving transactions related to the subcontract, and further that City shall have access Vendor Network Access Agreement 2 Voice Products Inc. Rev.08/24/2012 during normal working hours to all subcontractor facilities and shall be provided adequate and appropriate work space in order to conduct audits in compliance with the provisions of this paragraph. City shall give subcontractor reasonable notice of intended audits. 11. Agreement Cumulative. This Agreement is cumulative of and in addition to any written contracts, agreements, understandings or acknowledgments with the City signed by Contractor. This Agreement and any other documents incorporated herein by reference constitute the entire understanding and Agreement between the City and Contractor as to the matters contained herein regarding Contractor's access to and use of the City's Network. 12. Amendments. The terms of this Agreement shall not be waived, altered, modified, supplemented, or amended in any manner except by written instrument signed by an authorized representative of both the City and Contractor. 13. Assignment. Contractor may not assign or in any way transfer any of its interest in this Agreement.Any attempted assignment or transfer of all or any part hereof shall be null and void. 14. Severability. If any provision of this Agreement is held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired. 15. Force Maieure. Each party shall exercise its best efforts to meet its respective duties and obligations as set forth in this Agreement, but shall not be held liable for any delay or omission in performance due to force majeure or other causes beyond their reasonable control (force majeure), including, but not limited to, compliance with any government law, ordinance or regulation, acts of God, acts of the public enemy, fires, strikes, lockouts, natural disasters, wars, riots, material or labor restrictions by any governmental authority, transportation problems and/or any other similar causes. 16. Governing Law/Venue. This Agreement shall be construed in accordance with the laws of the State of Texas. If any action, whether real or asserted, at law or in equity, is brought on the basis of this Agreement, venue for such action shall lie in state courts located in Tarrant County, Texas or the United States District Court for the Northern District of Texas, Fort Worth Division. 17. Signature Authority. By affixing a signature below, the person signing this Agreement hereby warrants that he/she has the legal authority to bind the respective party to the terms and conditions in this agreement and to execute this agreement on behalf of the respective party, and that such binding authority has been granted by proper order, resolution, ordinance or other authorization of the entity. The other party is fully entitled to rely on this warranty and representation in entering into this Agreement. [SIGNATURE PAGE TO FOLLOW] Vendor Network Access Agreement 3 Voice Products Inc. Rev.08/24/2012 1, I (1 1 . 1, 1 ( ACCEPTED AND AGREED: CITY 0, FORT WORTH: Voice Products— Inc: l °o i By: By: � - Su an lapis Nam A sista t Cit Mana er Title: Da A,(,):2F-I - Date: •14 ATTEST: ATTEST: By: By: r Wary d' . Kayser Name: e t4° City Secretary .. Title: r APPROVED AS TO FORM AND LEGALITY: Assistant City Attorney t � oa��o� M &C: none re wired �° 0 a0 0 o��00000u00000 0 x OFFICIAL CITY SECRETARY FTC 9 Vendor Network Access Agreement 4 Voice Products Inc. Rev.08/24/2012 M&C Review Page 1 of 2 Official site of the City of Fort Worth,Texas U IL FORTVWORTH REFERENCE ** 04NICE IEX WORKFORCE DATE: 4/22/2014 NO.: C-26773 LOG NAME: MANAGEMENT CODE: C TYPE: CONSENT PUBLIC NO HEARING: SUBJECT: Authorize Execution of an Agreement with Voice Products, Inc., in an Amount Not to Exceed $300,991.00 to Purchase, Implement, and Provide Training, Support and Maintenance for the NICE IEX Workforce Management Software Using State of Texas Department of Information Resources Contract No. DIR-SDD-1960 (ALL COUNCIL DISTRICTS) RECOMMENDATION: It is recommended that the City Council authorize the execution of an Agreement with Voice Products, Inc., in an amount not to exceed $300,991.00 to purchase, implement, and provide training, support and maintenance for the NICE IEX Workforce Management software, using State of Texas Department of Information Resources Contract No. DIR-SDD-1960. DISCUSSION: The City of Fort Worth's Police Department, 911 Division Call Center; Water Department, Customer Relations Call Center; Code Compliance Department, Solid Waste Services Division Call Center; the IT Solutions Department, Help Desk and Operations Divisions are partnering in an Enterprise Agreement to obtain the NICE IEX Workforce Management software. This tool will allow the City call centers to accurately forecast staffing needs and generate efficient staffing plans. Ensuring that the appropriately trained staff are in place at the required times to handle the needs of each call center and their customers will allow each department to utilize their resources more effectively and reduce call time wait for our citizens. The Agreement authorized by this Mayor and Council Communication will cover the initial purchase and license to use the software, implementation, on-site training of staff within each participating department, and support and maintenance for a one-year period. The Police Department has applied and been approved for reimbursement from the Fiscal Year 2014 Tarrant County 9-1-1 District Public Safety Answering Point(PSAP) Assistance Program for their portion of the purchase in the amount of $123,337.00. Reimbursement will occur after purchase and Police's installation is complete. ADMINISTRATIVE AMENDMENT-An increase or administrative amendment for this Agreement may be made by the City Manager, or his designee for the amount up to $50,000.00 and does not require specific City Council approval as long as sufficient funds have been appropriated. COOPERATIVE PURCHASE - State law provides that a local government purchasing an item under a Cooperative Purchasing Agreement satisfies any state law requiring that the local government seek competitive bids for the purchase of the item. State of Texas Department of Information Resources (DIR) contracts are competitively bid to increase and simplify the purchasing power of government entities. M/WBE OFFICE -A waiver for the goal for MBE/SBE subcontracting requirements was requested by the Water Department and approved by the M/WBE Office because the purchase of goods and services is from sources where subcontracting or supplier opportunities are negligible. TERM -This Agreement shall begin upon City Council approval and execution of the Agreement and shall expire in one year. http://apps.cfwnet.org/council_packet/mc review.asp?ID=19688&councildate=4/22/2014 4/22/2014 M&C Review Page 2 of 2 RENEWAL OPTIONS - This Agreement may be renewed for support and maintenance for two additional one year terms at the City's option, in accordance with the terms of the DIR contract. This action does not require specific City Council approval provided that the City Council has appropriated sufficient funds to satisfy the City's obligations during the renewal term. FISCAL INFORMATION/CERTIFICATION: The Financial Management Services Director certifies that funds were not specifically budgeted for this project in the Fiscal Year 2014 adopted budget; however, the departments have identified current year savings to offset the full cost from the General Fund, Water and Sewer Fund, Information Systems Fund and the Solid Waste Fund. Upon completion of the Police component of the system, Police will complete the approved reimbursement request with Tarrant County 9-1-1. Upon receipt of the reimbursed funds, they will be appropriated to the General Fund resulting in a revenue neutral acquisition for the General Fund. TO Fund/Account/Centers FROM Fund/Account/Centers GG01 539120 0357101 $123,337.00 PE45 539120 0604002 $97,028.00 P168 539120 0043020 $8,807.00 PE64 539120 0239910 $71,819.00 Submitted for City Manager's Office by: Susan Alanis (8180) Mai Tran (8858) Originating Department Head: Steve Streiffert (2221) Additional Information Contact: Gregg Heinzman (2389) Nanette Monte (2625) ATTACHMENTS http://apps.cfwnet.org/council_packet/mc review.asp?ID=19688&councildate=4/22/2014 4/22/2014 (l, i 1 i VOICE PRODUCTS INC . i Voice Products Inc. Statement of Work for City of Fort Worth (NICE Workforce Management for Police Department, Code Compliance, Help Desk, Water Department) MCEin Intent. Insight. Impact,T . �a�. VV� 1 1 Table of Contents i I, 1. CONTRACT REFERENCE ............................................................. 1 I2. ATTACHMENTS ........................................................................ 1 i I 3. SOLUTION OVERVIEW............................................................... 1 1 4. PROJECT ASSUMPTIONS ........................................................... 2 General Assumptions ....................................................... 2 Technical and Functional Assumptions .............. ................. 2 S. ROLES AND RESPONSIBILITIES ................................................... 3 6. INSTALLATION / REMOTE ACCESS .............................................. 4 7. CHANGE MANAGEMENT PROCESS.............................................. 4 8. SERVICES FEES AND INVOICING TERMS ...................................... 5 ATTACHMENT 1: DESCRIPTION OF SERVICES........................................ 6 Project Activities — NICE Workforce Management ......... ....... 6 ATTACHMENT 2: TRAINING ............................................................. 11 ATTACHMENT 3: SERVICES PRICING DETAIL ...................................... 15 ATTACHMENT 4: CHANGE ORDER REQUEST FORM............................. 16 VOICE PRODUCTS INC VVr 1. CONTRACT REFERENCE This statement of work ("Statement of Work" or "SOW") is entered into as of April 2014, and is issued between Voice Product, Inc. ("Voice Products" — "Distributor") and City of Fort Worth ("City of Fort Worth " — "Customer"). The detailed services to be performed under this SOW ("Services") are described below and shall be provided by Voice Products for the benefit of Customer, City of Fort Worth ("Customer"). The terms and conditions of the Agreement are incorporated into and made a part of this SOW. Capitalized terms used in this SOW and not otherwise defined herein shall have the meaning assigned to such terms under the Agreement. 2. ATTACHMENTS The following attachments are incorporated into and made a part of this SOW: Attachment 1: Description of Services Attachment 2: Training Attachment 3: Services Pricing Detail Attachment 4: Change Order Request Form 3. SOLUTION OVERVIEW Voice Products will provide Customer with Services relating to: 1) The implementation of NICE Workforce Management Advanced Release 4 ("NICE WFM") of one-hundred ninety (190) licensed agents with up to two (2) SmartSync integrations for the City of Fort Worth; 2) Training Services for NICE Workforce Management Essentials Release 4 ("NICE WFM") of twenty-two (22) licensed agents for the City of Fort Worth Code Compliance Department and eight (8) licensed agents for the City of Fort Worth Help Desk; 3) Training Services for NICE Workforce Management Essentials Release 4 ("NICE WFM") of sixty (60) licensed agents for the City of Fort Worth Water Department; (collectively, the "Solution"). 4) Training Services for NICE Workforce Management Essentials Release 4 ("NICE WFM") of one hundred (100) licensed agents for the City of Fort Worth Police Department; (collectively, the "Solution"). For a detailed description of the Services included pertaining to the Solution, refer to Attachment 1 of this SOW. Copyright 02011 Voice Products, Inc. 1 4. PROJECT ASSUMPTIONS The following assumptions have been used to develop this SOW. Any deviation from these assumptions may cause changes to the project schedule, fees and expenses, tasks, and the level of effort required to perform the Services covered by the SOW. General Assumptions Voice Products work with the Customer for the responsiveness and performance of any third-party vendor and/or subcontractor engaged by Customer in connection with the Solution described in this SOW. Voice Products will ensure that the Customer provide reasonable access to the necessary Customer facilities, and suitable workspace for all project team members when working at the Customer's site when necessary. Suitable workspace includes, but is not limited to, desks, telephones, access to the system and meeting rooms. Voice Products will ensure that the Customer schedules training class attendees and facilities in connection with any training to be provided hereunder. Voice Products will ensure that Customer provides a minimum of fifteen (15) days prior written notice to reschedule any training dates. Customer recognizes that providing a shorter notice period may result in delays in the schedule and additional costs to Distributor (e.g. additional travel and expenses, air fare change fees, hotel change fees and or any other applicable rescheduling fees). All such changes to the fees and schedules would be addressed by the parties through a written change order in accordance with the Change Management Process Section (section 7) of this SOW. Installation of Products and application migration and testing will be performed during Voice Products normal business hours (Monday-Friday 8:OOAM-5:OOPM Central Time). Technical and Functional Assumptions Voice Products will provide the WFM Scope Statements, WFM Training Confirmation, and Pre-Database Gathering documents at the project kickoff meeting as described in Attachment 1 of this SOW. Distributor will ensure that Customer completes all items on the NICE WFM Scope Statements, NICE WFM and PIVIM Training Confirmations, and NICE Pre-Database Gathering documents at least fifteen (15) days prior to the commencement of the commencement of installation. Copyright O2014 Voice Products, inc. 2 S. ROLES AND RESPONSIBILITIES Voice Products Resources Promptly following the execution of this SOW by both parties, Voice Products will assign a project manager ("Distributor PM") in connection with its performance of the Services to be performed hereunder. The Distributor PM will serve as the primary point of contact for the Services, and will be responsible for working with the Distributor and Customer team, including the development of a project plan, and coordination of the Services to be performed by it hereunder. Voice Products Roles and Responsibilities Voice Products Project Manager— Responsibilities of the,Voice Products PM include: Be a proactive and customer-centric interface between Distributor and Customer, while determining that internal customers, technical staff and upper management are kept aware of project status, issues, and escalations. Plan, estimate and organize overall implementation of NICE products while being applied in Customer environments. Provide daily direction, motivation and support to project team. Plan for project contingencies and anticipate variations that may affect resources, successful implementation and revenue recognition. Serve as the communication link between Distributor and Customer throughout the entire project, and act as liaison with other departments. NICE WFM Installer—The NICE WFM Installer will verify site prerequisites, install the WFM Solution while documenting the procedure and load the necessary software on the equipment. The NICE WFM Installer will also conduct the NICE WFM Installation Confirmation Procedure. Integration Technician —The WFM Integration Technician will build, configure, and enable ACD ID(s). The Technician will validate the ACD IDs. The Technician also configures and implements SmartSync integrations (imports/exports). Education Specialist ("ES") —The ES will implement all aspects of the training as required by the purchased Solution, including preparing and conducting training classes. Copyrigh t 0 2014 Voice Products, Inc. 3 Distributor and Customer Resources Roles and Responsibilities Distributor will work with the Customer to assign a project manager ("Distributor PM" and "Customer PM") in connection with the Services to be performed hereunder. The Distributor PM and Customer PM will serve as the primary point of contact for Business Partner and Customer in connection with the Services, and will be responsible for working together, including the development of a project plan, and Distributor and Customer's internal coordination of the Services to be performed hereunder. Distributor Roles and Responsibilities Distributor—The Distributor PM will act as the main vehicle for all communications and implementation-related activities. System Administrator—This person will be familiar with all operational aspects of the NICE Solution that is installed. They will understand the basic functional components of the Solution and how they should be deployed within the Customer contact center infrastructure. The System Administrator will have the most technical responsibility within the project. Telephony Administrator/Specialist—This person may be needed to address telecom- related issues. 6. INSTALLATION / REMOTE ACCESS Installation of the Solution will be performed via remote access. Remote access is a key activity detailed on the NICE Site Preparation Checklist and is an implementation milestone. Remote VPN access is required. Access to the Products is required when performing various installation and maintenance support activities for the Solution. Local administrative rights are also required for some installation activities and maintenance activities. Onsite access may be necessary for certain activities. 7. CHANGE MANAGEMENT PROCESS Any changes to the Solution design and scope following execution of this SOW may impact project dates resulting in additional Product and Services fees, as well as elevated risk to the project. Changes to the Solution design, project scope, project dates, and any associated project dates, and any associated additional charges and/or costs must be mutually agreed upon in writing prior to the performance of any Services related to such changes, and will only be valid when agreed upon in writing by both parties using the Change Order Request Form in Attachment 4 of this SOW. All changes to Services scope are subject to resource availability. Copyright02014 Voice Products, Inc. 4 i C i7' 1, Yi 1 ri j '��" r- ` 1 ' k h 1 8. SERVICES FEES AND INVOICING TERMS The total cost of the Services /Travel expenses to be performed hereunder is One J Hundred Forty Seven Thousand Five Hundred Dollars ($147,500). Voice Products shall 1 invoice each Customer department for completed Services as outlined in Attachment 3: Services Pricing Detail. Software and software maintenance shall be invoiced at the time of delivery to each Customer department. The Parties have caused this SOW to be executed by their respective authorized signatories as of the date first set forth above. i Voice Products Inc. City of Fort Worth w — ---') Name: L t Name: i Title:_ Title:_ Date: Ja-- -- --------- Date:_ 4- !_ ? By:_ -------------- ---- Name: M0I A t IT ------ ------- ---- -- --- ----------- .s r,t a n't Cite � c� Date: Mm J. �® ecre OF OFFICIAL RECORD ,rY SECRETARY � o r: . � 5 .. i : � �uami uvmmmw� �,��.raiwnwn ����,wwwmeww;mmmiuww�,wvmv :. .,w� waw�wni.vo.ewv.�mmin � uwuw � C:opyright(020111 Voice Products, Inc. ATTACHMENT 1: DESCRIPTION OF SERVICES Project Activities — NICE Workforce Management Voice Products follows standard PMI implementation methodology. The Solution will be implemented in accordance with the following phases and activities: Activity Description Primary Output Responsibility Initiation Phase Project Validation Distributor assigns Project Manager Distributor Distributor Project Manager reviews Customer-purchased Solution. Sales to Services Distributor Project Manager reviews Handover Sales Milestone Kit and accepts project. Project Manager conducts Post-PO Sales to Service ("S2S") internal call with Account Team to review Services Overview, Pricing and Solution Design relative to Customer business need. Planning Phase Internal Kickoff 0 Preparation for Customer Kickoff Distributor Preliminary Meeting Meeting Project Plan a Preliminary Project Plan is developed Customer Kickoff B Review and finalize proposed Project Distributor/ Final Project Plan Meeting conducted Plan Customer R Review Services Overview a Address site preparation, installer activities, installation requirements, database requirements, server architecture, and considerations as well as installation scheduling. The Distributor PM will email the NICE WFM Scope WFM Scope Statement to Customer to Statement verify installation dates and obtain Delivered necessary information such as static IP address of the servers. Copyright(02014 Voice ProdUCtS, MC, Activity Description Primary Output Responsibility Planning Phase(continued) WFM Remote Discuss remote access to the WFM Distributor/ Confirmation of Access Kickoff Call server(s), mutually agree on a method Customer remote access conducted of remote access, determine the schedule and plan for remote access. Customer is required to ensure Broadband remote Access is in place by the time servers are installed. Remote access is verified by the installer before installation begins. VPN tunnel or VPN is preferred for remote access. WFM Training Discuss training classes and Distributor Pre-Database Kickoff Call preparation for training. /Customer Gathering conducted Review Pre-Database Gathering document Documents. Training classes are scheduled. ACD Integration Discuss the requirements for the Distributor Kickoff Call interfaces implementation activities /Customer conducted and scheduling. SmartSync Kickoff SmartSync integrations Distributor Call conducted (imports/exports)and requirements /Customer are discussed. CopyrightO2014 Voice Products, Inc. 7 Activity Description Primary Output Responsibility Execution Phase WFM Customer will complete all items on the Implementation Customer Customer- NICE WFM Scope Statement NICE Preparation completed WFM Completed WFM Training Confirmation, NICE WFM Scope Statement Pre-Database Gathering documents, and NICE SmartSync Integrations Customer- document(s)which will be provided to completed Pre- Customer by Voice Products Database approximately four(4)weeks prior to Gathering the commencement of the Services. The activities on these documents Customer Customer- must be completed at least fifteen (15) completed days prior to the commencement of Training the Services. Confirmation Customer- completed SmartSync Integration document Systems installed Remote software installation and hardware verification will be Distributor/ completed. A Distributor and Customer Customer representative will be available for the WFM Installer to contact for support. 0 Systems include components as described in the Solution Overview section of this document. ACD ID(s)configured a Integration Technician configures and Distributor sets up ACD ID(s) prior to WFM Entity Design Workshop and WFM Administration Training. Copyright02014 Voice Products, Inc. 8 Activity Description Primary Output Responsibility Execution Phase(continued) SmartSync Integration Technician configures Distributor Integration SmartSync integrations. implemented Customer will confirm that each import/export is acceptable. Customer will be responsible for providing the import files in the appropriate WFM format. ACD ID(s)enabled Integration Technician enables ACD Distributor and data is posting IDs for interval data posting and RTA prior to WFM Process Management Training Class.This should occur at least one week prior to Process class. Customer is required to have the WFM database configured and built prior to ACD(s) being enabled. This is a milestone for Process Class to occur. Support Kickoff Call n Introduce Customer to the WFM Help Distributor conducted Desk.The agenda for the call includes /Customer opening incidents, prioritization and escalation of incidents post- implementation. Customer is introduced to the Help Desk after WFM Server installation(s). WFM Help Desk is a resource for application questions or issues Copyright0c 2014 Voice Products, Inc. 9 Activity Description Primary Output Responsibility Execution Phase(continued) Installation Test While technician conducts the ITP, a Distributor/ Installation Test Procedure ('ITP") Distributor and Customer Customer Procedure completed representative will be available to actively participate in the process. Upon completion of the tests set forth in the ITP, a copy of the ITP will be provided to Distributor and Customer. Distributor and Customer will retain a copy of the document, signifying the completion of the installation. The Distributor and Customer points of contact are responsible for notifying all Customer parties that the ITP has been completed. Training conducted - Training includes sessions as defined Distributor in Attachment B of this SOW. Closure Phase Solution begins 0 Solution begins working in Customer Distributor working environment(s). Outstanding issues are addressed. M Transition of support Customer Support Center("CSC')takes place. Copyright02014 Voice Products, Inc. 10 ATTACHMENT 2: TRAINING NICE Workforce Management The initial NICE Workforce Management system training will be conducted at Customer site(s), with a maximum of ten (10) students per site, providing instruction and setup with the Customer team's data. Training is typically scheduled at least 6-8 weeks in advance. City of Fort Worth Police Department Nil 11 NICE WFM Advanced Training The phased training approach is design to ensure adequate time to absorb and solidify learning, and equip users to utilize the systems to the fullest. This training includes the following sessions phased into twelve (12) and four (4)trips: WFM Training Discovery and Data Gathering Workshop (1 remote WebEx session)— During the WebEx session the Trainer will review the data collection sheets provided to the customer and review the required information to be provided by the customer. Review of this information will ensure the Customer understands all of the information required, and the need to have gathered the information in advance, for a successful Entity Design Workshop. WFM Entity Design Workshop (1 day) -The workshop will include an interactive review of the Pre-Administration Training Worksheets, a review of the customer's contact routing practices, and planning for the Administration and Process Management (or Migration, if applicable) courses. If possible, the attendees will define the contact center's WFM structure as it will be built in the WFM Administration Training Course. WFM System Overview& Database Configuration (2 days) - During these course users will learn how to customize the NICE WFM system to the specific needs of the organization. During the course, portions of the database will be defined to reflect the contact flows and various work rules. WFM Process Management Training (3 days) - In this course the user will learn the functions for maintaining the agent database, generating forecasts, plans and schedules, monitoring activities, managing changes, and generating reports.This class focuses on the processes involved in efficiently managing the contact center. Much of this course will be "hands-on". Copyright U2014 Voice Products, Inc. 11 WFM WebStation Plus Training(1 day) -This course is for customers who have purchased NICE WFM WebStation Plus modules (Time Off Manager, Schedule Bidding, Schedule Trades, Schedule Preferences, and Schedule Changes). It covers installation, configuration and use of the Agent and Supervisor WebStation Plus modules. WFM Time Off Manager Training(2 days) - In this course the user will learn how to setup the Time Off Manager database to reflect vacation (or other types of time off) accrual and bidding rules. Go Live Support (1 days)-This review will determine if NICE WFM is being used to its full potential. The instructor will provide onsite support and recommendations. To ensure new concepts that are presented are operational, the instructor will assist in completing any up- training needed. Copyright�02014 Voice Products, Inc. 12 City of Fort Worth Code Compliance Department & Help Desk NICE WFM Essentials Training The phased training approach is design to ensure adequate time to absorb and solidify learning, and equip users to utilize the systems to the fullest.This training includes the following sessions phased into nine days (9) days and up to three (3)trips: WFM Training Discovery and Data Gathering Workshop (1 remote WebEx session)— During the WebEx session the Trainer will review the data collection sheets provided to the customer and review the required information to be provided by the customer. Review of this information will ensure the Customer understands all of the information required, and the need to have gathered the information in advance, for a successful Entity Design Workshop. WFM Entity Design Workshop (1 day) -The workshop will include an interactive review of the Pre-Administration Training Worksheets, a review of the customer's contact routing practices, and planning for the Administration and Process Management (or Migration, if applicable) courses. If possible, the attendees will define the contact center's WFM structure as it will be built in the WFM Administration Training Course. WFM System Overview& Database Configuration (2 days) - During these course users will learn how to customize the NICE WFM system to the specific needs of the organization. During the course, portions of the database will be defined to reflect the contact flows and various work rules. WFM Process Management Training (3 days) - In this course the user will learn the functions for maintaining the agent database, generating forecasts, plans and schedules, monitoring activities, managing changes, and generating reports. This class focuses on the processes involved in efficiently managing the contact center. Much of this course will be "hands-on". Go Live Support/,Wellness (2 days) -This review will determine if NICE WFM is being used to its full potential.The instructor will provide onsite support and recommendations. To ensure new concepts that are presented are operational, the instructor will assist in completing any up-training needed. Copyright02014 Voice Products, Inc. 13 City of Fort Worth Water Department y,= NICE WFM Essentials Training The phased training approach is design to ensure adequate time to absorb and solidify learning, and equip users to utilize the systems to the fullest. This training includes the following sessions phased into nine days (9) days and up to three (3)trips: WFM Training Discovery and Data Gathering Workshop (1 remote WebEx session)—During the WebEx session the NICE Trainer will review the data collection sheets provided to the customer and review the required information to be provided by the customer. Review of this information will ensure the Customer understands all of the information required, and the need to have gathered the information in advance, for a successful Entity Design Workshop. WFM Entity Design Workshop (1 day)-The workshop will include an interactive review of the Pre-Administration Training Worksheets, a review of the customer's contact routing practices, and planning for the Administration and Process Management (or Migration, if applicable) courses. If possible,the attendees will define the contact center's WFM structure as it will be built in the WFM Administration Training Course. WFM System Overview & Database Configuration (2 days) - During these course users will learn how to customize the NICE WFM system to the specific needs of the organization. During the course, portions of the database will be defined to reflect the contact flows and various work rules. WFM Process Management Training (3 days) - In this course the user will learn the functions for maintaining the agent database, generating forecasts, plans and schedules, monitoring activities, managing changes, and generating reports. This class focuses on the processes involved in efficiently managing the contact center. Much of this course will be "hands-on". Go Live Support/Wellness (2 days) -This review will determine if NICE WFM is being used to its full potential. The instructor will provide onsite support and recommendations. To ensure new concepts that are presented are operational, the instructor will assist in completing any up-training needed. CopyrightO2014 Voice Products, /oc. 14 1 ATTACHMENT 3: SERVICES PRICING DETAIL City of Fort Worth Police Department Work Force Management Services PS-WFM-TEC-01 1 iWFM-Implementation Bundle-Including Project Management and Remote $7,500.00 $7,500.00 Install PS-INS-SMC-W F4-SMSY 2 WFM SmartSync Services $3,000m $6,000.00 PS-TR-W FM-ADVOt 1 Training—12 days(does not include travel and living expenses) $36,000.00 $36,000.00 PS-INS-TE-02 1 Travel&Expenses(12 Days up to 4 trips) $7,500.00 $7,500-00 DIR SOD-1960 Work Force Management Services Sub-Total $57,000.00 fCity of Fort Worth Code Compliance Department Work Force Management Services 1 PS-TR-WFM-ADVO1 1 Training—12 days(does not include travel and living expenses) $36,000.00 $36,000.00 PS-INS-TE-02 Travel&Expenses(12 Days up to 4 trips) $7,500.00 $7,500A0 j DIR SDD-1960 Work Force Management Services Sub-Totall $43,500A0 City of Fort Worth Code Help Desk Work Force Management PS TEGWFM-ADDACD-01 i JACD ID Configuration and Set-up on Code Compliance ACD 1 $3,500.001 $3,500.00 DIR SDD-1960 Work Force Management Sery ices Sub-Total $3,500.00 City of Fort Worth Water Department Work Force Management Services PS-TR-WFM-ADV01 1 Training—12 days(does not include travel and living expenses) $36,000.00 $36,000.00 PS-INS-TE-02 1 Travel&Expenses(12 Days up to 4 trips) $7.500.00 $7,500.00 DIR SDD-1960 Wotk Force Management Services Sub-Total $43,500.00 CapyrightC0ZU:14 Voice Products, Inc. � ry��ry15 ATTACHMENT 4: CHANGE ORDER REQUEST FORM Reference Number <<Insert PO or requisition number here>> Company Name Site Address(i.e. where installation will take place) Onsite contact name Phone number 2nd onsite contact Phone number Contract Number: Date Requested: Requested by: Date Required: Priority Requested: (check one) [ ] High [ ] Medium [ J Low Software Release/Version: 011010=0ME f Copy`ightC20.14 Voice Products, Inc, 16 Other Items for Consideration: Primary Customer Contact: Date: Voice Products Contact: Date: Copyright02014 Voice Products, lnc. 17 I s = oft Eft Am oft Presented to: City of Ft. Worth - Help Desk AUTHORIZED'" June 12, 2013 PLATINUM PARTNER Revised: January 7, 2014 Brett Johnson Voice Products Inc. Phone: 316-303-7183 E-Mail: � DI=R ohnson(abvoiceproducts.com John Thomas G® DI ect Enterprise Sales Manager SCID-1960 Phone: 972-765-4438 E-mail: john.thomas @nice.com Reference: OP-00089094 A Intent© Insight. ImpaCt.TM NWE Fntroduction :5 We would like to thank you for the opportunity to submit this proposal. Based on our discussions, we've identified a number of ways Voice Products Inc. can help your organization meet your unique business requirements. This proposal outlines our recommendation for an offering tailored to your needs and provides a summary of the initial estimated investment. We look forward to receiving your feedback on this proposal and we appreciate the opportunity to work closely with the City of Ft. Worth — Help Desk's team to ensure the long-term success of the project. For any questions or additional information, please feel free to contact me. Thank you for your time and consideration of this proposal. Sincerely, Brett Johnson Voice Products, Inc. Voice Products-Pricinq Proposal Proposed Solution The following offering is based on the City of Ft. Worth' s Help Desk team stated requirements, and on the Voice Products Inc. team's experience with projects of a similar size and scope. NICE SmartCenter Products Best-in-class products to help organizations capture, analyze and impact customer interactions Workforce Management NICE IEX Workforce Management enables organizations to generate accurate forecasts and efficient staff plans, ensuring the right people are in place, at the right time to handle customer inquiries. Key capabilities for WFM Advanced package include: • Forecaster (inbound and outbound) • Planner • Scheduler • Adherence: Real Time & Historical • Change Manager • Multi-Skill / Multi-Site • Express Messenger • Administrator • Report Manager • Time Off Manager • WebStation Plus with Schedule Change Policies • SmartSync Exchange with API • eTrainer • Availability Points Server Requirements for WFM City of Ft. Worth's Help Desk will add a new ACD to the City of Ft. Worth's Police Department's WFM server. Copyright 2012 Voice Products, Inc. Page 3 of 6 Voice Products-Pricing Proposal Implementation and Services The Voice Products offering includes turnkey project management: professional implementation, comprehensive documentation and ongoing support. Implementation The implementation approach may include a technical needs identification, coordination of pre- install activities, confirmation of services, site preparation, installation, testing and "go live." The actual implementation project scope and dates are determined and confirmed once the order is formally accepted. Voice Products Support Program Voice Products is committed to providing customers outstanding service and support. Our Enhanced support provides support coverage 24 hours per day, 7 days a week, 365 days a year. Additionally, ongoing update packs and upgrades are included to keep your solution current and up to date. This includes like for like upgrades to our latest version and all the benefits it offers. Copyright 2012 Voice Products, Inc. Page 4 of 6 Voice Products—Pricing Proposal Investment Proposal M.-mid1l. VOICE T' INC - pw SDD-1960 Brett Johnson;316-303-7183; Proposal Prepared for: 8555 E.32nd St. bjohnson c@vofceproducts.com City of Fort Worth-Help Desk North;Wichita,KS March 12,2014 67226;31G-61G-1111 NICE Work Force Management Work Force Management Advanced Package-WIp Desk NiCEPart# Qty+:- Descrlption' DIRU_nitPdc� DIRTofai NICE-WFM-ADV 8 WFMAdvanced $725.001 $5,80aoo DIR SDD-1960 Work Force Management Software Sub-Total I i 55,800,00 Work Force Management Maintenance NiCEQart#�,; Qty- Descrlptlon - ,-DIRUnit Prices DIR Tafaf PS-MNT--ENH-DIR-SW 1 NICE SW Maintenance Enhanced Program $957.00 $957,00 DIR SDD-1960 Work Force Management Maintenance butrTotal $957.00 Work Force Management Services NICEiPart# Qty. Description DIR Unit Price DIRTOIat °_ u_. PS-TEGWFfd-ADDACD-01 1 ACD ID Configuration and Set-up on Code ComplianceACD $3,500.00 $3,500.00 DiR SDD-1960 Work Force Management Services Sub-Total $3,500.00 DIR SDD-1960 NICE Software and Professional Services Sub.-Total $10,257.00 NICE Product Incentive Allowance (-51,450,00) DIR SDD-1960 Total Cost: $8,807,00 Pricing quotation listed above reflects a software only solution.No server hardware has been Included in this quote.Pricing does not Include ANY licensing established by your ACD Vendor. Please consult with them for any fee's associated for connecting to a WFM system. Delivery,Training and Remote Support Included;One Year Warranty Included-Warranty begins on the date of customer signoff for project completion;110v AC should be located within six(6)feet of the NICE Installation;Sales Tax not Included. (All applicable sales tax will be billed in addition to quote). *Tax Exempt agencies should submit a copy of a tax exemption form with purchase order. Copyright 2012 Voice Products, Inc. Page 5 of 6 Voice Products-Pricina Proposal WFM Advanced package Additional Information Pricing This proposal has been prepared and is being provided by Voice Products / NICE Systems to City of Ft. Worth - Help Desk for budgetary purposes only. The information contained in this proposal is subject to change due to factors that include, but are not limited to, quantity of products or services desired to be purchased by City of Ft. Worth - Help Desk. ® City of Ft. Worth - Help Desk purchase from Voice Products and Voice Products sale to City of Ft. Worth - Help Desk of products and services is subject to: (a) the parties acceptance of NICE's Master Purchase and Services Agreement (EULA listed on DIR Website SDD-1960) and (b) City of Ft. Worth - Help Desk issuing a purchase order to Voice Products for the products and services desired to be purchased by Customer. 4 The software pricing information contained in this proposal is firm for 90 days from the date of this proposal. ® The pricing contained in this exhibit is valid for this order only. Additional features and services are available at an additional cost. For more details or a quotation, please contact your Voice Products / NICE Systems sales representative. Prices set forth in this proposal are exclusive of, and the customer will be responsible for, any and all excise, sales, import and/or use taxes, and like charges imposed with respect to the products licensed or services provided by Voice Products / NICE Systems. All prices quoted in U.S. Dollars. ® Applicable shipping charges for software and services are in addition to prices listed. ® Maintenance is calculated at 22% of software list price ($159.50 per license annually) minus discount, per pricing attached. Voice Products standard training rate is $3,000 per day. Integration • The customer is responsible for hardware, software, interfaces and other related fees associated with enabling the ACDs and other servers or systems to communicate with the NICE solution. • Licenses, connectors or reports for the contact router, ACD or PBX systems are NOT provided. The customer should contact the respective vendor for information related to those fees. Integrations with certain vendors may also require additional fees. • For integrations that NICE Systems does not currently support, the customer maybe requested to initiate discussions between the NICE's Professional Services team and the respective vendor. Please note that additional charges may be incurred. Copyright 2012 Voice Products,Inc. Page 6 of 6 Introduction IftlMONVAIJORWS INC* I r i ry Presented to: City of Ft. Worth - Code Compliance AUTHORIZED- June 12, 2013 NMPLATINUM PARTNER Revised: January 7, 2014 Brett Johnson Voice Products Inc. _ Phone: 316-303-7183 = �' E-Mail: bjohnson@voiceproducts.com John Thomas G® D IRect Enterprise Sales Manager SDD-1960 Phone: 972-765-4438 E-mail: john.thomas @nice.com Reference: OP-00088502 o , introduction WOF We would like to thank you for the opportunity to submit this proposal. Based on our discussions, we've identified a number of ways Voice Products can help your organization meet your unique business requirements. This proposal outlines our recommendation for an offering tailored to your needs and provides a summary of the initial estimated investment. We look forward to receiving your feedback on this proposal and we appreciate the opportunity to work closely with the City of Ft. Worth - Code Compliance's team to ensure the long-term success of the project. For any questions or additional information, please feel free to contact me. Thank you for your time and consideration of this proposal. Sincerely, Brett Johnson Voice Products, Inc. Voice Products-Pridna Proposal Proposed Solution The following offering is based on the City of Ft. Worth's Code Compliance team stated requirements, and on the Voice Products team's experience with projects of a similar size and scope. NICE SmartCenter Products Best-in-class products to help organizations capture, analyze and impact customer interactions Workforce Management NICE IEX Workforce Management enables organizations to generate accurate forecasts and efficient staff plans, ensuring the right people are in place, at the right time to handle customer inquiries. Key capabilities for WFM Advanced package include: • Forecaster (inbound and outbound) • Planner • Scheduler • Adherence: Real Time & Historical • Change Manager • Multi-Skill / Multi-Site • Express Messenger • Administrator • Report Manager • Time Off Manager • WebStation Plus with Schedule Change Policies • SmartSync Exchange with API • eTrainer • Availability Points Server Requirements for WFM City of Ft. Worth's Code Compliance group will add a new ACD to the City of Ft. Worth's Police Department's WFM server. Copyright 2012 Voice Products, Inc. Page 3 of 8 Voice Products-Pricina Proposal Implementation and Services The Voice Products offering includes turnkey project management: professional implementation, complete training package, comprehensive documentation and ongoing support. Implementation The implementation approach may include a technical needs identification, coordination of pre- install activities, confirmation of services, site preparation, installation, testing and "go live." The actual implementation project scope and dates are determined and confirmed once the order is formally accepted. NICE IEX WFM Training The NICE IEX WFM system training is conducted at Customer site, for a maximum of ten (10) students, providing hands-on instruction and setup with the center's data. The following courses are included as part of the total purchase price: WFM Advanced Training Package: e e 1 Course Description Quantity i Number of Days Discovery Session - remote 1 1 Entity Design Workshop - on site 1 1 Administration - on site 1 2 Operational Process - on site 1 3 WebStation Plus Training - on site 1 1 Time Off Manager Training - on site 1 2 Cut Over Support/Wellness - location tbd 1 2 Total Training Days 12 Copyright 2012 Voice Products, Inc. Page 4 of€3 Voice Products-Pricina ProDosal NICE Support Program Voice Products is committed to providing customers outstanding service and support. Our Enhanced support provides support coverage 24 hours per day, 7 days a week, 365 days a year. Additionally, ongoing update packs and upgrades are included to keep your solution current and up to date. This includes like for like upgrades to our latest version and all the benefits it offers. Copyright 2012 Voice Products, Inc. Page 5 of 8 Voice Products—Pricincr Proposal Investment Proposal VOICE INC u VVr SDD-1960 Brett Johnson;316-303-7183; Proposal Prepared for: 8555 E.32nd St. bjohnson @voiceproducts.com City of Fort Worth-Code Complaince North;Wichita,KS January 10,2014 67226;31&616-1111 NICE Work Force Management NICEPart# '. - Dry-_ "�Descr�tlnn,- Management Package Code - c ��D1R CTNePdce DfRTOtsI NICE-WFM—ADV JW FM Advanced $725.001 $15,950.00 NICE-WFM-ACD 1 WFM Telephony Integration(ACD Connector License fee(ACD and Real-Time $15,000.00 $15,000.00 Adherence ACD Connectorlicense fee) DIR SDD-1960 Work Force Management Software Sub-Total $30,950.00 Work Force Management Maintenance DIRUoltPrtce - z DIRTotal PS-MNT-ENH-DIR-SW 1 1 NICE SW Maintenance Enhanced Program $5,107.00 $5,10200 DIR DD-196O Work Force Management Maintenance SutrTotal $5,10200 N(CEPart# - Dry_ Descrltian_, Force r. DIRUnitPrloe DIRTOtat PS-TR-WFM-ADV0l 1 Training-12 days(does not include travel and Irving expenses) $36,000.00 $36,000.00 PS-INS-TE-02 Travel&Expenses(12 Days up to 4 trips) $7,500.00 $7,500.00 DIR SDD-1960 Work Force Management Services Sub-Total $43,500.00 DIR SDD-1960 NICE Software and Professional Services Sub-Total $79,557.00 NICE Product Incentive Allowance (-S7,738.00) DIR SDD-1960 Total Cost: $71,819.00 Pricing quotation listed above reflects a software only solution.No server hardware has been Included In this quote.Pricing does not Include ANY licensing established by yourACD Vendor. Please consult with them for any fee's associated for connecting to a WFM system. Delivery,Training and Remote Support Included;one Year Warranty Included-Warranty begins on the date of customer slgnoff for project completion.110v AG should be located within six(6)feet of the NICE installation;Sales Tax not Included. (All applicable sales lax will be billed in addition to quote). *Tax Exempt agencies should submit a copy of a tax exemption form with purchase order. Copyright 2012 Voice Products, Inc. Page 6 of 8 Voice Products-Pricina Proposal Additional Information Pricing ® This proposal has been prepared and is being provided by Voice Products / NICE Systems to City of Ft. Worth - Code Compliance for budgetary purposes only. The information contained in this proposal is subject to change due to factors that include, but are not limited to, quantity of products or services desired to be purchased by City of Ft. Worth - Code Compliance. ® City of Ft. Worth - Code Compliance purchase from Voice Products and Voice Products sale to City of Ft. Worth - Code Compliance of products and services is subject to: (a) the parties acceptance of NICE's Master Purchase and Services Agreement (EULA listed on DIR Website SDD-1960) and (b) City of Ft. Worth - Code Compliance issuing a purchase order to Voice Products for the products and services desired to be purchased by Customer. ® The software pricing information contained in this proposal is firm for 90 days from the date of this proposal. The pricing contained in this exhibit is valid for this order only. Additional features and services are available at an additional cost. For more details or a quotation, please contact your Voice Products / NICE Systems sales representative. ® Prices set forth in this proposal are exclusive of, and the customer will be responsible for, any and all excise, sales, import and/or use taxes, and like charges imposed with respect to the products licensed or services provided by Voice Products / NICE Systems. All prices quoted in U.S. Dollars. Applicable shipping charges for software and services are in addition to prices listed. ® Maintenance is calculated at 2211/o of software list price ($159.50 per license annually) minus discount, per pricing attached. Voice Products standard training rate is $3,000 per day. Integration The customer is responsible for hardware, software, interfaces and other related fees associated with enabling the ACDs and other servers or systems to communicate with the NICE solution. n Licenses, connectors or reports for the contact router, ACD or PBX systems are NOT provided. The customer should contact the respective vendor for information related to those fees. Integrations with certain vendors may also require additional fees. • For integrations that NICE Systems does not currently support, the customer maybe requested to initiate discussions between the NICE's Professional Services team and the respective vendor. Please note that additional charges may be incurred. • SmartSync Integrations: The customer will have 12 months from the date of system installation or order date to use associated services for SmartSync integration. At the end of 12 months, the unused services are forfeited Copyright 2012 Voice Products, Inc. Page 7 of 8 Voice Products-Pricing Proposal Training The customer has 12 months from the data of system installation to use training days and trips specified in this proposal. At the end of that period, unused training days and trips will be forfeited. Training courses have a maximum of 10 participants. If more than 10 participants are required, the customer must contact their sales representative to determine the additional fees, and if applicable, additional training days. Copyright 2012 Voice Products, Inc. Page 8 of 8 Introduction i 1. .„ k, �a r Presented to: City of Ft. Worth - Police Department AUTHORIZED'" June 12, 2013 °NMPLATINUM PARTNER Revised: January 7, 2014 Brett Johnson Voice Products Inc. Phone: 316-303-7183 E-Mail: bjohnson(a)voiceproducts.com John Thomas Go -Rest Enterprise Sales Manager SDD-1960 Phone: 972-765-4438 E-mail: john.thomas @nice.com Reference: OP-00043700 introduction WCE We would like to thank you for the opportunity to submit this proposal. Based on our discussions, we've identified a number of ways Voice Products can help your organization meet your unique business requirements. This proposal outlines our recommendation for an offering tailored to your needs and provides a summary of the initial estimated investment. We look forward to receiving your feedback on this proposal and we appreciate the opportunity to work closely with the City of Ft. Worth - Police Department's team to ensure the long-term success of the project. For any questions or additional information, please feel free to contact me. Thank you for your time and consideration of this proposal. Sincerely, Brett Johnson Voice Products, Inc. Voice Products-Pricina Proposal Proposed Solution The following offering is based on the City of Ft. Worth' s Police Department's team stated requirements, and on the Voice Products team's experience with projects of a similar size and scope. NICE SmartCenter Products Best-in-class products to help organizations capture, analyze and impact customer interactions Workforce Management NICE IEX Workforce Management enables organizations to generate accurate forecasts and efficient staff plans, ensuring the right people are in place, at the right time to handle customer inquiries. Key capabilities for WFM Advanced package include: • Forecaster (inbound and outbound) • Planner • Scheduler • Adherence: Real Time & Historical • Change Manager • Multi-Skill / Multi-Site • Express Messenger • Administrator • Report Manager • Time Off Manager • WebStation Plus with Schedule Change Policies • SmartSync Exchange with API • eTrainer • Availability Points Copyright 2012 Voice Products, Inc. Page 3 of 8 Voice Products-Pricina Proposal Implementation and Services The Voice Products offering includes turnkey project management: professional implementation, complete training package, comprehensive documentation and ongoing support. Implementation The implementation approach may include a technical needs identification, coordination of pre- install activities, confirmation of services, site preparation, installation, testing and "go live." The actual implementation project scope and dates are determined and confirmed once the order is formally accepted. NICE IEX WFM Training The NICE IEX WFM system training is conducted at Customer site, for a maximum of ten (10) students, providing hands-on instruction and setup with the center's data. The following courses are included as part of the total purchase price: WFM Advanced Training Package: INEENECIMMISM MEN=; Course Description Quantity Number of Days Discovery Session - remote 1 1 Entity Design Workshop - on site 1 1 Administration - on site 1 2 Operational Process - on site 1 3 WebStation Plus Training - on site 1 1 Time Off Manager Training - on site 1 2 Cut Over Support/Wellness - location tbd 1 2 Total Training Days 12 Copyright 2012 Voice Products, Inc. Page 4 of 8 Voice Products-Pricinca Proposal Voice Products Support Program Voice Products is committed to providing customers outstanding service and support. Our Enhanced support provides support coverage 24 hours per day, 7 days a week, 365 days a year. Additionally, ongoing update packs and upgrades are included to keep your solution current and up to date. This includes like for like upgrades to our latest version and all the benefits it offers. Copyright 2012 Voice Products, Inc. Page 5 of 8 Voice Products—Pricing Proposa6 Investment Proposal VOICE PRODUCTS M.MIRMINANC-im 1- - 1J SDD-1960 Brett Johnson;316-303-7183; Proposal Prepared for: 8555 E.32nd St. bjohnson@voiceproducts.com City of Fort Worth-Police Department North;Wichita,KS January 10,2014 67226;316 616 1111 NICE Work Force Management Work Force Management Advanced Package-Pollce Departement NIGEPart# ,? :, Qty.- Description DIRUnitPrtce DIRTotal NICE-WFM-ADV 100 WFMAdvanced $725.00 $72,500.00 NICE-W FM ACD i WFM Telephony Integration Included Included (1 integration is included with initial purchase,each additional ACID Connector license fee is$15,000) DIR SDD-1960 Work Force Management Software Sub-Total $72,500.00 Work Force Management Maintenance NICE,Fart# Qty. Description DIR_unitPr(ce DIRTotal PS-MNT-ENH-DIR-SW 1 NICE SW Maintenance Enhanced Program $11,96200 $11,962.00 DIR SDD-1960 Work Force Management Maintenance Sub-Total $11,962oo Work Force Management ServIces NICEPart# Qty. Description - DIR unit Price _ _ DIRTotal PS-WFM-TEC-01 1 WFM-Implementation Bundfe-Including Project Management and Remote $7,500.00 $7,500.00 Install PS-INS SMG-WFO-SMSY 2 WFM SmartSync Services $3,000.00 $6,000.00 PS-TR-WFM-ADV01 1 Training—12 days(does not include travel and living expenses) $36,000.00 $36,000.00 PS-INS-TE-02 1 Travel&Expenses(12 Days up to 4 trips) $7,500.00 $7,500.00 DIR SDD-1960 Work Force Management Services Sub-Total $57,000.00 DIR SDD-1960 NICE Software and Professional Services Sub-Total $141,462.00 NICE Product Incentive Allowance (-$18,125.00) DIR SDD-1960 Total Cost: $123,337.00 Pricing quotation Ilsted above reflects a software only solution.No server hardware has been included In this quote.Pricing does not Include ANY licensing established by your ACD Vendor. Please consult with them for any fee's associated for connecting to a WFM system. Delivery,Training and Remote Support Included;One Year Warranty Included-Warranty begins on the date of customer slgnoff for project completion.;110v AC should be located within six(6)feet of the NICE installation;Sales Tax not Included. (All applicable sales tax will be billed In addition to quote). *Tax Exempt agencies should submit a copy of a tax exemption form with purchase order. Copyright 2012 Voice Products, Inc. Page 6 of 8 Voice Products-Pricing Proposal Additional Information Pricing • This proposal has been prepared and is being provided by Voice Products / NICE Systems to City of Ft. Worth - Help Desk for budgetary purposes only. The information contained in this proposal is subject to change due to factors that include, but are not limited to, quantity of products or services desired to be purchased by City of Ft. Worth - Police Department. • City of Ft. Worth - Police Department purchase from Voice Products and Voice Products sale to City of Ft. Worth - Police Department of products and services is subject to: (a) the parties acceptance of NICE's Master Purchase and Services Agreement (EULA listed on DIR Website SDD-1960) and (b) City of Ft. Worth - Police Department issuing a purchase order to Voice Products for the products and services desired to be purchased by Customer. El The software pricing information contained in this proposal is firm for 90 days from the date of this proposal. ® The pricing contained in this exhibit is valid for this order only. Additional features and services are available at an additional cost. For more details or a quotation, please contact your Voice Products / NICE Systems sales representative. Prices set forth in this proposal are exclusive of, and the customer will be responsible for, any and all excise, sales, import and/or use taxes, and like charges imposed with respect to the products licensed or services provided by Voice Products / NICE Systems. All prices quoted in U.S. Dollars. ® Applicable shipping charges for software and services are in addition to prices listed. Maintenance is calculated at 22% of software list price ($159.50 per license annually) minus discount, per pricing attached. ® Voice Products standard training rate is $3,000 per day. Xntegration • The customer is responsible for hardware, software, interfaces and other related fees associated with enabling the ACDs and other servers or systems to communicate with the NICE solution. • Licenses, connectors or reports for the contact router, ACD or PBX systems are NOT provided. The customer should contact the respective vendor for information related to those fees. Integrations with certain vendors may also require additional fees. • For integrations that NICE Systems does not currently support, the customer maybe requested to initiate discussions between the NICE's Professional Services team and the respective vendor. Please note that additional charges may be incurred. • SmartSync Integrations: The customer will have 12 months from the date of system installation or order date to use associated services for SmartSync integration. At the end of 12 months, the unused services are forfeited Copyright 2012 Voice Products, Inc. Page 7 of 8 Voice Products-Pricina Proposal Training a The customer has 12 months from the data of system installation to use training days and trips specified in this proposal. At the end of that period, unused training days and trips will be forfeited. Training courses have a maximum of 10 participants. If more than 10 participants are required, the customer must contact their sales representative to determine the additional fees, and if applicable, additional training days. Copyright 2012 Voice Products, Inc. Page 8 of 8 introduction k v_ c N 3 V Presented to: VOICE r"hRODUCTS INC City of Ft. Worth - Water Department AUTHORIZED'm June 12, 2013 ® PLATINUM PARTNER Revised: January 20, 2014 Brett Johnson Voice Products Inc. Phone: 316-303-7183 E-Mail: bjohnson@voiceproducts.com rllm - John Thomas o s I ect Enterprise Sales Manager SDD-1960 Phone: 972-765-4438 E-mail: john.thomas @nice.com Reference: OP-00088500 Introduction *CIF We would like to thank you for the opportunity to submit this proposal. Based on our discussions, we've identified a number of ways Voice Products can help your organization meet your unique business requirements. This proposal outlines our recommendation for an offering tailored to your needs and provides a summary of the initial estimated investment. We look forward to receiving your feedback on this proposal and we appreciate the opportunity to work closely with the City of Ft. Worth - Water Department's team to ensure the long-term success of the project. For any questions or additional information, please feel free to contact me. Thank you for your time and consideration of this proposal. Sincerely, Brett Johnson Voice Products, Inc. Voice Products-Pricinca Proposal Proposed Solution The following offering is based on the City of Ft. Worth's Water Department's team stated requirements, and on the Voice Products team's experience with projects of a similar size and scope. NICE SmartCenter Products Best-in-class products to help organizations capture, analyze and impact customer interactions Workforce Management NICE IEX Workforce Management enables organizations to generate accurate forecasts and efficient staff plans, ensuring the right people are in place, at the right time to handle customer inquiries. Key capabilities for WFM Advanced package include: • Forecaster (inbound and outbound) • Planner • Scheduler • Adherence: Real Time & Historical • Change Manager • Multi-Skill / Multi-Site • Express Messenger • Administrator • Report Manager • Time Off Manager • WebStation Plus with Schedule Change Policies • SmartSync Exchange with API • eTrainer • Availability Points Server Requirements for WFM City of Ft. Worth's Water Department will add a new ACD to the City of Ft. Worth's Police Department's WFM server. Copyright 2012 Voice Products, Inc. Page 3 or 8 Voice Products-Pricing Proposal Implementation and Services The Voice Products offering includes turnkey project management: professional implementation, complete training package, comprehensive documentation and ongoing support. Implementation The implementation approach may include a technical needs identification, coordination of pre- install activities, confirmation of services, site preparation, installation, testing and "go live." The actual implementation project scope and dates are determined and confirmed once the order is formally accepted. NICE IEX WFM Training The NICE IEX WFM system training is conducted at Customer site, for a maximum of ten (10) students, providing hands-on instruction and setup with the center's data. The following courses are included as part of the total purchase price: WFM Advanced Training Package: a - Course Description Quantity Number of Days Discovery Session - remote 1 1 Entity Design Workshop - on site 1 1 Administration - on site 1 2 Operational Process - on site 1 3 WebStation Plus Training - on site 1 1 Time Off Manager Training - on site 1 2 Cut Over Support/Wellness - location tbd 1 2 Total Training Days 12 Copyright 2012 Voice Products, Inc. Page 4 of 8 Voice Products-Pricing Proposal Voice Products Support Program Voice Products is committed to providing customers outstanding service and support. Our Enhanced support provides support coverage 24 hours per day, 7 days a week, 365 days a year. Additionally, ongoing update packs and upgrades are included to keep your solution current and up to date. This includes like for like upgrades to our latest version and all the benefits it offers. Copyright 2012 Voice Products, Inc. Page 5 of 8 Voice Products—Pricinra Proposal Investment Proposal VOICE Cr Vvy SDD-1960 Brett Johnson;316-303-7163; Proposal Prepared for: 5555 E-32nd St. bjohnson @voiceproducts.com City of Fort Worth-Water Department North;Wichita,KS January 10,2014 67226;316616-1111 NICE Work Force Management Department Work Force Management Advanced Package-Water NICEPart#'; oty< Description= DIR'UnftPrice DtRTOtaI NICE-WFM-ADV 60 WFMAdvanced $725.00 $43,5D0.00 NICE-WFM-ACD 1 WPM Telephorry Integration(ACD Connector license fee(ACD and Real-Time $15,000.00 $15,0770 Adherence ACD Connector license fee) DIR SDD-1960 Work Force Management Software Sub-Total .$58,500.00 Work Force Management Maintenance NICEParf� ",Qty. !Descript[on- OIFfUn(tPdce DIRTotal PS-MNT-ENH-DIR-SW 1 NICE SW Maintenance Enhanced Program $g,653.00 $g,65a011 DIR SDD-1960 Work Force Management Maintenance Sub-Total $9,653.00 Work Force Management Services NICEParfq# ! Oty' Resariptjon DIRUnitPrtce n DIRTotal PS-TR-WFM-ADV01 1 Training—12 days(does not include travel and living expenses) $36,000d1a $36,000.00 PS-INS-TE-02 1 Travel&Expenses(12 Days up to 4nips) $7,600.00 $7,500.00 DIR SDD-1960 Work Force Management Services Sub-Total $43,600.00 DIR SDD-1960 NICE Software and Professional Services Sub,-Total $116,653.00 NICE Product Incentve Allowance (-$74,625AD) DIR SDD-1960 Total Cost: $97,028.00 Pricing quotation listed above reflects a softvare only solution.No server hardware has been included in this quote.Pricing does not Include ANY licensing established by your ACD Vendor. Please consult with them for any fee's associated for connecting to a WPM system. Delivery,Training and Remote Support Included;One Year Warranty Included-Warranty begins on the date of customer slgnoff for project completion;110v AC should be located within six(6)feet of the NICE installation;Sales Tax not included.(Ali applicable sales tax will be billed in addition to quote). *Tax Exempt agencies should submit a copy of a tax exemption form with purchase order. Copyright 2012 Voice Products, Inc. Page 6 of 8 Voice products-Pricina Proposal Additional Information Pricing ® This proposal has been prepared and is being provided by Voice Products / NICE Systems to City of Ft. Worth - Water Department for budgetary purposes only. The information contained in this proposal is subject to change due to factors that include, but are not limited to, quantity of products or services desired to be purchased by City of Ft. Worth - Water Department. ® City of Ft. Worth - Water Department purchase from Voice Products and Voice Products sale to City of Ft. Worth - Water Department of products and services is subject to: (a) the parties acceptance of NICE's Master Purchase and Services Agreement (EULA listed on DIR Website SDD-1960) and (b) City of Ft. Worth - Water Department issuing a purchase order to Voice Products for the products and services desired to be purchased by Customer. • The software pricing information contained in this proposal is firm for 90 days from the date of this proposal. • The pricing contained in this exhibit is valid for this order only. Additional features and services are available at an additional cost. For more details or a quotation, please contact your Voice Products / NICE Systems sales representative. 81 Prices set forth in this proposal are exclusive of, and the customer will be responsible for, any and all excise, sales, import and/or use taxes, and like charges imposed with respect to the products licensed or services provided by Voice Products / NICE Systems. All prices quoted in U.S. Dollars. ® Applicable shipping charges for software and services are in addition to prices listed. Maintenance is calculated at 22% of software list price ($159.50 per license annually) minus discount, per pricing attached. Voice Products standard training rate is $3,000 per day. Yn tegra Lion ® The customer is responsible for hardware, software, interfaces and other related fees associated with enabling the ACDs and other servers or systems to communicate with the NICE solution. ® Licenses, connectors or reports for the contact router, ACD or PBX systems are NOT provided. The customer should contact the respective vendor for information related to those fees. Integrations with certain vendors may also require additional fees. For integrations that NICE Systems does not currently support, the customer maybe requested to initiate discussions between the NICE's Professional Services team and the respective vendor. Please note that additional charges may be incurred. ® SmartSync Integrations: The customer will have 12 months from the date of system installation or order date to use associated services for SmartSync integration. At the end of 12 months, the unused services are forfeited Copyright 2012 Voice Products, Inc. Page 7 of 8 Voice Products-Pricina Proposal Training The customer has 12 months from the data of system installation to use training days and trips specified in this proposal. At the end of that period, unused training days and trips will be forfeited. Training courses have a maximum of 10 participants. If more than 10 participants are required, the customer must contact their sales representative to determine the additional fees, and if applicable, additional training days. �+ For integrations that NICE Systems does not currently support, the customer maybe requested to initiate discussions between the NICE's Professional Services team and the respective vendor. Please note that additional charges may be incurred. SmartSync Integrations: The customer will have 12 months from the date of system installation or order date to use associated services for SmartSync integration. At the end of 12 months, the unused services are forfeited Copyright 2012 Voice Products, Inc. Page 8 of 8