HomeMy WebLinkAboutContract 29231 CITY SECRETARY ��1
CONTRACT NO.
STATE OF TEXAS §
§ KNOW ALL BY THESE PRESENTS:
COUNTIES OF TARRANT, §
DENTON and WISE §
CONTRACT FOR PROFESSIONAL SERVICES
This contract is entered into by the City of Fort Worth, Texas, a municipal
corporation situated in Tarrant, Denton and Wise Counties, Texas, hereinafter called
"City," and Alliance Technology, a Texas partnership, hereinafter called "Consultant;"
both parties acting herein by and through their duly authorized representatives:
1 . Scope of Services.
In accordance with the highest professional standards, Consultant agrees to provide
the services of provision of and custom implementation of the HEAT technology
solution for the Fort Worth Department of Human Resources.
The specifics of such services are listed in Exhibit A—"Professional Services
Proposal, "Exhibit B — "Alliance Technology HEAT Consulting Services Custom
Implementation Plan," Exhibit C—"HEAT Cost Estimate" and Exhibit D—"End User
Maintenance and Support Agreement ," all of which are attached hereinafter and
incorporated into this agreement for all purposes hereby. Any conflict between any
provision of the Exhibits and a provision of this contract shall be resolved in favor of this
contract.
2. Schedule.
The Consultant shall comply with the implementation schedule listed in
Exhibit B.
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FT. WINK TEX.
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3. Compensation.
a. The amount to be paid to Consultant for all services performed hereunder shall
not exceed $25,917.50, as listed in Exhibit C "HEAT Cost Estimate," hereinafter
referred to as "Consultant's Fee." The Consultant's Fee shall include all expenses
incurred by Consultant in the accomplishment of all performances under this contract.
The Consultant MUST obtain Fort Worth City Council authorization IN ADVANCE for
any and all charges beyond the sum of $24,999. It is understood that this Contract
contemplates the provision of full and complete consulting services for this project,
including any and all necessary changes or contingencies to complete the work as
outlined above in Section One, Scope of Services, for the fee described above and
contained in Exhibit C. Any service deemed necessary by the Consultant, but beyond
the stated Scope of Services outlined in Section One, Scope of Services, must be
justified to and expressly authorized by the Fort Worth City Council PRIOR to
implementation.
4. Term.
The term of this Contract shall commence upon date of full execution by the City and
Consultant, and shall terminate September 30th, 2004, unless terminated earlier as
provided herein.
5. Data.
The City shall retain ownership of all data compiled, analyses performed and reports
drafted for the City by the Consultant in his or her fulfillment of the terms of this
Contract. City claims no right in any proprietary information of Consultant.
6. Termination.
a. City may terminate this Contract at any time for any cause by notice in writing
to Consultant. Upon the receipt of such notice, Consultant shall immediately
discontinue all services and work and the placing of all orders or the entering into of
contracts for all supplies, assistance, facilities and materials in connection with the
performance of this Contract, and shall proceed to cancel promptly all existing contracts
insofar as they are chargeable to this Contract. If the City terminates this Contract
under this Section 6.a., the City shall pay Contractor for services actually performed in
accordance herewith prior to such termination, less such payments as have been
previously made, in accordance with a final statement submitted by Consultant
documenting the performance of such work.
b. In the event no funds or insufficient funds are appropriated and budgeted by
the City in any fiscal period for any payments due hereunder, the City will notify
Consultant of such occurrence as soon as possible and this Contract shall terminate on
the last day of the fiscal period for which appropriations were received, without penalty
or expense to City of any kind whatsoever, except as to the portions of the payments
herein agreed upon for which funds shall have been appropriated and budgeted.
C. Upon termination of this Contract for any reason, Consultant shall provide the
City with copies of all completed or partially completed documents prepared under this
Contract.
7. Indemnification.
To the extent permitted by applicable law, Consultant shall indemnify and hold
the City and its officers, agents and employees harmless From any loss, damage,
liability or expense for damage to property and injuries, including death, to any person,
including but not limited to officers, agents or employees of Consultant or any
subconsultant, which may arise out of any negligent act, error or omission in the
performance of Consultant's professional services. To the extent permitted by
applicable law, Consultant shall defend, at its own expense, any suits or other
proceedings brought against the City, its officers, agents and employees, or any of
them, resulting from such negligent act, error or omission; and shall pay all expenses
and satisfy all judgments which may be incurred by or rendered against them, or any of
them, in connection therewith resulting from such negligent act, error or omission.
8. Independent Contractor.
Consultant shall perform all work and services hereunder as an independent
contractor and not as an officer, agent or employee of the City. Consultant shall have
exclusive control of, and the exclusive right to control, the details of the work performed
hereunder and all persons performing same, and shall be solely responsible for the acts
and omissions of its officers, agents, employees and subcontractors. Nothing herein
shall be construed as creating a partnership or joint venture between the City and the
Consultant, its officers, agents, employees and subcontractors; and the doctrine of
respondeat superior shall have no application as between the City and the Consultant.
9. Disclosure of Conflicts.
Consultant warrants to the City of Fort Worth that it has made full disclosure in writing
of any existing or potential conflicts of interest related to the services to be performed
hereunder. Consultant further warrants that it will make prompt disclosure in writing of any
conflicts of interest that develop subsequent to the signing of this Contract.
10. Right to Audit.
Consultant agrees that the City shall, until the expiration of three (3) years after final
payment under this Contract, have access to and the right to examine any directly
pertinent books, documents, papers and records of the Consultant involving
transactions relating to this Contract. Consultant agrees that the City shall have access
during normal working hours to all necessary Consultant facilities and shall be provided
adequate and appropriate workspace in order to conduct audits in compliance with the
provisions of this section. The City shall give Consultant reasonable advance notice of
intended audits.
Consultant further agrees to include in all of its subcontractor agreements hereunder
a provision to the effect that the subcontractor agrees that the City shall, until the
expiration of three (3) years after final payment under the subcontract, have access to
and the right to examine any directly pertinent books, documents, papers and records
of such subcontractor involving transactions to the subcontract, and further that City
shall have access during normal working hours to all subcontractor facilities and shall
be provided adequate and appropriate workspace in order to conduct audits in
compliance with the provisions of this paragraph. City shall give subcontractor
reasonable advance notice of intended audits.
11. Prohibition of Assignment.
Neither party hereto shall assign, sublet or transfer its interest herein without the
prior written consent of the other party, and any attempted assignment, sublease or
transfer of all or any part hereof without such prior written consent shall be void.
12. Choice of Law; Venue.
This Contract shall be construed in accordance with the internal law of the State of
Texas. Should any action, whether real or asserted, at law or in equity, arise out of the
terms of this Contract; venue for said action shall be in Tarrant County, Texas.
13. Construction
The parties acknowledge that each party and its counsel have reviewed and revised
this Agreement and that the normal rules of construction to the effect that any ambiguities
are to be resolved against the drafting party shall not be employed in the interpretation of
this Agreement or exhibits hereto.
14. No Third-Party Beneficiaries.
This Agreement shall inure only to the benefit of the parties hereto and third persons
not privy hereto shall not, in any form or manner, be considered a third party beneficiary of
this Agreement. Each party hereto shall be solely responsible for the fulfillment of its own
contracts or commitments.
15 No Joint Venture, Partnership, Agency.
This Agreement will not be construed in any form or mariner to establish a
partnership, joint venture or agency, express or implied, nor any employer-employee,
borrowed servant or joint enterprise relationship by and among the parties. The City shall
be an independent contractor and shall be responsible at all times for directing its
employees in the course of their duties. Consultant shall be responsible at all times for
directing its employees in the course of their duties.
16. Severability.
The provisions of this Agreement are severable, and if any word, phrase, clause,
sentence, paragraph, section or other part of this Agreement or the application thereof to
any person or circumstance shall ever be held by any court of competent jurisdiction to be
invalid or unconstitutional for any reason, the remainder of this Agreement and the
application of such word, phrase, clause, sentence, paragraph, section, or other part of this
Agreement to other persons or circumstances shall not be affected thereby and this
Agreement shall be construed as if such invalid or unconstitutional portion had never been
contained therein.
17. Force Majeure.
If, by reason of Force Majeure as hereinafter defined, any party shall be rendered
wholly or partially unable to carry out its obligations under this Agreement, then such party
shall give written notice of the particulars of such Force Majeure to the other party within a
reasonable time after the occurrence thereof. The obligations of the party giving such
notice, to the extent affected by such Force Majeure, shall be suspended during the
continuance of the inability claimed and for no longer period, and any such party shall be in
good faith exercise its best efforts to remove and overcome such inability.
The term "Force Majeure" as utilized herein shall mean and refer to acts of God; strikes,
lockouts or other industrial disturbances; acts of public enemies; orders of any kind of the
government of the United States, the State of Texas, or any other civil or military authority;
insurrections; riots; epidemics; landslides; earthquakes; lightning; fires; hurricanes; storms;
floods; washouts; or other natural disasters; arrest; restraint of government and people;
civil disturbances; explosions; breakage or accidents to machinery, pipelines or canals; or
other causes not reasonably within the control of the party claiming such inability. Force
Majeure shall not excuse the obligation of Customer to pay for emergency water service
provided under this Agreement.
18. Notices.
Notices to be provided hereunder shall be sufficient if forwarded to the other party
by hand-delivery or via U.S. Postal Service certified mail, postage prepaid, to the address
of the other party shown below.
19 Paragraph Headings.
The paragraph headings contained herein are for the convenience in reference and
are not intended to define or limit the scope of any provision of this Contract.
20. Compliance with Law
Contractor, its officers, agents, employees, contractors and subcontractors, shall
abide by and comply with all laws, federal, state and local, including the Charter and all
ordinances, rules and regulations of the City. It is agreed and understood that, if City calls
the attention of Contractor to any such violations on the part of Contractor, its officers,
agents, employees, contractors or subcontractors,then Contractor shall immediately desist
from and correct such violation.
21. Entire Agreement
This contract, including all Exhibits and Attachments, embodies the entire
agreement between the parties with respect to the subject matter hereof and there are no
inducements, promises, terms, conditions or obligations made or entered into by the
parties, with respect to the subject matter hereof, other than are contained herein.
5b"
EXECUTED on this, the day of , 200.
ATTEST: CITY OF FORT WORTH
Gloria Pearson Gary Jackson
City S retary City Ma er
By: B
contrat Authorization
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Data
APPROVED AS TO FORM AND LEGALITY:
David L. Yett
City Attrney
BY: ✓
Alliance Technology
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TITLE:
CITY {/`f�'
Technology
Alliance
Exhibit A: PROFESSIONAL SERVICES AGREEMENT
This Agreement is effective as of October 21, 2003, between Alliance Technology and City of Fort
Worth.
Under this Agreement, Alliance Technology represents that it has unique knowledge and expertise in
technology consulting, implementation, and support services, and agrees to perform the work
described in this Agreement for consideration hereinafter set forth.
Each party agrees that the obligations of each to the other will be performed in accordance with the
terms and conditions set forth in the following paragraphs:
1. Changes to Statements of Work Ordered. During the period of this Agreement, the Director of
Human Resources or his authorized representative (herein-after Director) may alter, in writing, the
work specified in the Alliance Technology Proposal by issuing a Change Order. The Change Order is
valid if the dollar value amount authorized by the Change Order accommodates all changes in work
to be performed and is mutually agreeable to the Director and Alliance Technology prior to Alliance
Technology' acceptance of the Change Order.
2. Payments. Alliance Technology shall invoice City of Fort Worth for compensation according to the
agreed hourly rates and the amounts set forth in the Alliance Technology HEAT Cost Estimate
(Exhibit C)and City of Fort Worth's Purchase Orders and Change Orders. Invoices will include a
listing of all dates and hours during which Alliance Technology provided professional services.
Professional Services to be invoiced every two weeks. Software and hardware items to be invoiced
upon acceptance.
3. Invoicing.
Alliance Technology will mail invoices to the following address:
City of Fort Worth
Attn: Human Resources
1000 Throckmorton
Fort Worth TX 76102
City of Fort Worth agrees to pay Alliance Technology no later than thirty (30) calendar days after date
of Alliance Technology invoices.
4. Alliance Technology Representative. Alliance Technology assigns Kevin Engel as your primary
Integration Consultant. This person is fully responsible for your system and satisfaction under the
Professional Services Agreement.
5. Assignment of Customer Representative. City of Fort Worth Human Resources Department
assigns Trisha Thomason to be liaison between Alliance Technology and City of Fort Worth
Information Technology Department.
6. Rates and Hours. All rates in this Agreement are based upon services provided during normal
business hours defined as Monday— Friday, 8am —5pm CST.
a. See below chart for an explanation of when surcharges will apply.
Service Hours Surcharges
City of Fort Worth Human Resources Professional Services Agreement page 1
Alliance Technology 229 Red Bluff Drive Hickory Creek TX 75065
kkhl
Alliance Technology
Normal Monday through Friday, 8:00 AM to 5:00 None
PM
Extended Monday through Friday, 5:01 PM to 7:59 Contract Rate x 1.5 (2 hr. minimum)
AM
Saturday, 8:00 AM to 5:00pm
Weekend Sundays and National Holidays Contract Rate x 2 (2 hr. minimum)
b. Alliance Technology will not include travel time for organizations within a 45-mile
radius of an Alliance Technology office. For firms at a 46 mile radius or greater from an Alliance
Technology office, time will begin when an engineer leaves the office to your location and end when
the engineer arrives back at our office.
C. In the case of Contract IT services, drive time charges will not apply.
d. There shall be added to the charges due an amount equal to all taxes based upon all
services, equipment, hardware, software, freight and other applicable charges. This includes all state
and local sales and use taxes based on gross revenue, and any taxes or amount in lieu thereof paid
or payable by Alliance Technology in respect to the foregoing.
7. Requests for Service. To request service, City of Fort Worth Human Resources shall call Alliance
Technology between the hours of 8:00 a.m. and 5:00 p.m. CST; excluding published company
holidays. For schedule adjustments, please contact your Integration Consultant at 940-321-6159. If
your Integration Consultant is not in the office, you may contact him at 972-841-3980 or leave a
message after regular business hours.
8. Level of Knowledge. While Alliance Technology maintains a high level of technical expertise, no
single firm can know every product nor develop expertise in every product. Please refer to the list of
the supported products and typical services that we will support under this agreement.
9. Proprietary Information. Drawings, data, designs, inventions, and any other technical information
owned and supplied by City of Fort Worth shall remain City of Fort Worth's property and shall be used
and held in confidence by Alliance Technology. Such information shall not be reproduced, used, or
disclosed to others by Alliance Technology without City of Fort Worth's prior written consent, and
shall be returned to City of Fort Worth Human Resources upon completion by Alliance Technology of
its obligations under this Agreement or upon demand.
Any data and software (reports, drawings, source codes, etc.) generated by Alliance Technology in
fulfillment of any City of Fort Worth Purchase Order issued under this Agreement shall be the
property of City of Fort Worth Human Resources.
10. Communication and Reporting. Alliance Technology shall, at all times, keep City of Fort Worth
Human Resources informed of Alliance Technology' professional services activities being performed
under this Agreement by means of a format mutually agreeable to the Director and Alliance
Technology. Such format may include telephone calls and conferences, electronic mail messages,
and/or written reports in detail and frequency agreed to by both parties at any time this Agreement is
in effect.
11. Access to Premises. City of Fort Worth agrees to allow Alliance Technology service engineers,
or its subcontracted service technicians, reasonable access to the premises and facilities where the
City of Fort Worth equipment is located. City of Fort Worth Human Resources agrees to provide an
adjacent work area that includes adequate lighting, power outlets, a telephone line and at least one
data transmission line, if applicable, for troubleshooting and testing communications.
City of Fort Worth Human Resources Professional Services Agreement page 2
Alliance Technology 229 Red Bluff Drive Hickory Creek TX 75065
Technolo
Alliance gy
12. Agreement Not To Hire. City of Fort Worth agrees that it shall not, during the term of this
Agreement and for a period of one (1) year following termination, directly or indirectly, by any means
or device whatsoever, on behalf of City of Fort Worth or on behalf of, or in conjunction with, any
person, partnership, corporation, or other entity, induce, entice, or hire, or attempt to hire or employ,
or refer employment opportunities to, any employee or independent contractor of Alliance
Technology, whether the proposed opportunity involves an employment, independent contractor, or
other relationship.
13. Copyriahts. Alliance Technology retains all rights, including copyrights, to Alliance Technology's
proprietary technology consulting, implementation, support, and project management methodologies.
Alliance Technology does not manufacture any hardware or software products, and as such, does not
convey or judge the copyrights or other rights of any hardware or software products. The respective
manufacturer governs the copyrights and other rights of any hardware or software products.
14.Warranties.Alliance Technology only resells other manufacturers' products and does not
manufacture any products. Any warranty for any product sold by Alliance Technology will be limited
to the warranty provided by the respective manufacturer. Alliance Technology provides no additional
warranties and makes no other warranties, either expressed or implied, with respect to any
manufacturer's product. Alliance Technology will also assist City of Fort Worth Human Resources
Department in obtaining and ensuring that warranty service from vendors is satisfactory.
It is the City of Fort Worth's obligation to pay for any vendor warranties, support proposals or software
maintenance contracts (for version updates).
15. Vendor Liaison. Alliance Technology shall act as a liaison between City of Fort Worth and
designated software and hardware manufacturer(s)for problem resolution. In the event services are
required from the manufacturer, it shall be the City of Fort Worth's responsibility to pay the
manufacturer for such services. In the event a manufacturer provides Alliance Technology with a "fix"
and Alliance Technology installs such fix, upon City of Fort Worth Human Resources request and
Alliance Technology acceptance, City of Fort Worth will be billed by Alliance Technology for such
installation service at its then current hourly rates and terms in effect.
20. Conditions of Product Acceptance. Product delivered to City of Fort Worth by Alliance
Technology pursuant to this Agreement will become property of City of Fort Worth at the time delivery
is accepted by a City of Fort Worth representative.
City of Fort Worth Human Resources Professional Services Agreement page 3
Alliance Technology 229 Red Bluff Drive Hickory Creek TX 75065
Alliance Technology
Professional Services Agreement for City of Fort Worth
This Agreement is effective as of October 21, 2003,between Alliance Technology and City of Fort Worth, located at 1000 Throckmorton Fort Worth,
TX 76102.
Under this agreement,Alliance Technology will provide professional services to the City of Fort Worth Human Resources. These services will be
provided according to the below-described Exhibits attached to this agreement.
1. Exhibit A,Professional Services Agreement.This is a blanket agreement that governs the overall relationship between Alliance Technology
and the City of Fort Worth. It starts upon the date that it is signed, and expires at the termination of the relationship between Alliance Technology
and the City of Fort Worth.
2. Exhibit B,HEAT Custom Implementation Plan.This sets the initial guideline for Alliance Technology to provide HEAT consulting services to
City of Fort Worth, along with defining expectations and provides an estimated length of time required to implement the various types of requests for
service.
3. Exhibit C HEAT Cost Estimate.This attachment outlines the software requirements and pricing along with the professional services fees to
be provided by Alliance Technology to the City of Fort Worth.
BY THE SIGNATURES OF THE DULY AUTHORIZED REPRESENTATIVES BELOW,ALLIANCE TECHNOLOGY AND CITY OF FORT WORTH
ENVIRONMENTAL SERVICES DEPARTMENT, HAVING READ AND SIGNED ALL OF THE ABOVE-MENTIONED EXHIBITS,AND INTENDING
TO BE LEGALLY BOUND,AGREE TO ALL OF THE PROVISIONS OF THIS AGREEMENT.
Alliance Technology City of Fort Worth
BY
Printed Name: Kevin Engel Printed N me: Gar Jackson
Title: Partner Title: City Manager
Date: /�' y,/ �a Date:
Alliance Technology
229 Red Bluff Drive Hickory Creek Texas 75065 PHONE:940-321-6156
Exhibit B FWWORTH
Alliance Technology HEAT Cost Estimate
229 Red Bluff Drive August 21,2003
Hickory Creek TX 75065 f®�
Kevin Engel (972) 841-3980H EA_T®`� Fort
Throckmorton
rt Worth TX 76102
Service&Support.. Attn: Trisha Thomason
Tricia, thank you again for taking the time to visit with us this morning and giving Alliance Technology the
opportunity to provide pricing to update your support center to HEAT. Please find below pricing for the items
we discussed during our demo.
Description Price Quantity Total
Software
HEAT & iHEAT 3 Licenses $1,165.50 3 $3,496.50
(based upon the city already owning 70 licenses)
HEAT Self-Service — per server licensing $6,750.00 1 $6,750.00
Maintenance and Technical Support
1-Year HEAT Self-Service $1,500.00 $1,500.00
1-Year HEAT 3 licenses & 3 iHEAT licenses $771.00 $771.00
Implementation and Training
10-Day On-Site Implementation & Consulting $12,000.00 $12,000.00
(Upon project completion, Alliance Technology provides phone
support on an as needed basis; one hour included for up to 30
days. After that, phone& email support will be billed at$125/hr. in
15 minute increments)
1/2 -Day On-Site HEAT End-User Training $700.00 $700.00
1/2 -Day On-Site HEAT Administrator Training $700.00 $700.00
(Light overview for supervisor or division manager)
HEAT includes the following features at no additional cost:
Call Logging Module / Call Map Crystal Reports & Answer Wizard
Auto Ticket Generation from VIM or MAPI e-mail First Level Support
HEAT Alert & MobileHEAT Statistics Monitor
Administration Module Bi-directional Communication with E-mail
Paging Module Direct links to PC NetCensus and MS SMS
Business Process Automation Module Validation of SQL Databases
Auto Escalation / HEATBoard Configuration/Asset Tracking
Quick Calls & Call Templates
Maintenance includes any upgrades and/or new releases for the HEAT for Windows product.
HEAT annual maintenance agreement provides you with unlimited toll-free phone support from
Frontage's technical support staff.
Alliance Technology is a Qualified Information Systems Vendor (QISV) V[D#2453319483300 Tax Exempt
Total Investment $25,917.50
Terms: net 15
This offer is effective through September 30, 2003 and is to remain confidential.
Prices may change if offer is not accepted by that date.
HEAT includes a money back satisfaction guarantee for 60 days from date of purchase.
Alliance Technology
HEAT Consulting Services
Custom Implementation Plan
For
City of Fort Worth
Human Resources
<" H E ATsos
SStVICK OPTIMIZATION SOLUTIONS
9/9/2003
Ms. Trisha Thomason
City of Fort Worth
Human Resources
1000 Throckmorton
Fort Worth TX 76102
Dear Ms.Thomason:
We are pleased that you have selected HEAT as the solution for your service desk. Alliance Technology
is dedicated to assisting you in every way possible to ensure a successful implementation of this product.
The following represents an agreement between Alliance Technology and the City of Fort Worth Human
Resources. This Custom Implementation Plan outlines specific conditions and services to be provided. To
ensure a productive and beneficial engagement, we request that you review the agenda for your 11-day
engagement (approximately). Three separate phases, Core HEAT Implementation, Web Interface
Implementation along with End-User and Administrator Trainings anticipated being necessary to meet
your needs. As an outcome of our meeting, below is an initial Implementation Timeline. This is a tool we
use throughout the project as a guide to track progress on each phase. Your completed HEAT Advanced
Implementation Getting Started Workbook is utilized to refine the timeline and break each phase into
individual tasks.
Please route any concerns or questions with respect to the implementation or problems / features through
the Robert Pierce. This will enable us to stay informed about your needs and desires.
Once again, thank you for allowing us to assist you with implementing your HEAT system. Please let us
know if we can provide additional information or assistance.
Thank You,
Kevin Engel
CCDA, CCNA
Copyright Alliance Technology
All Rights Reserved
Last Updated: 10/21/2003 7:49:05 AM Page 2
Table of Contents
Tableof Contents....................................................................................................................................................3
Overview..................................................................................................................................................................4
What to expect from this package(the options are marked below)...................................................................4
Prerequisites depending on options.......................................................................................................................4
ImplementationTimeline.......................................................................................................................................5
Task.......................................................................................................................................................................................5
Design Meetings held at various stages throughout the implementation...........................................................................5
SystemModification and Upgrade....................................................................................................................................5
DataClean Up&Importation............................................................................................................................................5
Configurationof Alert Monitor.........................................................................................................................................5
Configurationof BPAM....................................................................................................................................................5
Configuration of Manager's Console................................................................................................................................5
Configuration of AutoTicket Generator............................................................................................................................5
Installation and Configuration of iHEAT'm.......................................................................................................................5
Installation and Configuration of HEATO Self Service....................................................................................................6
End-User Training Class...................................................................................................................................................6
AdminTraining.................................................................................................................................................................6
Overview
The Custom Implementation package is designed for flexibility. Customers, who have limited internal
resources, require Alliance Technology to consult on business processes, implement and customize
their HEAT system, and may wish to use more of the functionality of HEAT, should use this package.
What to expect from this package (the options are marked below)
■ Design Meetings with a Certified HEAT Consultant
■ System design and customization
■ Upgrade to latest version of HEAT
■ Data Importation, if necessary
■ Configuration of Alert Monitor to meet initial customer needs
■ Configuration of Business Process Automation Module TM (BPAM) to meet initial customer
needs
■ Configuration of Manager's Console to meet initial customer needs
■ Configuration of AutoTicket Generator to meet initial customer needs
■ Installation and configuration of iHEATTM to meet initial customer needs
■ Installation and configuration of HEAT® Self Service
■ End-User Training Class
■ Administrator Training Class
Prerequisites depending on options
■ Designation of one person as the HEAT system administrator
• HEAT needs to be installed on a network server. If a client/server database is to be used, the
ODBC connectivity must have been tested with at least one workstation. Consultant will need to
install HEAT to all appropriate workstations after the System Design Meeting
■ Key service desk/help desk members available to decide on configuration and use of the HEAT
system
■ Meeting room with white board and network access
■ Appropriate network, database, and e-mail administrators available for the duration of
engagement
• Workstation for HEAT consultant with network access, internet access and phone for
developing the HEAT system must be made available for the duration of engagement
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Last Updated: 10/21/2003 7:49:05 AM Page 4
Implementation Timeline
Task Owner Duration
Design Meetings held at various stages throughout the implementation All 8-hours
■ Team will discuss current business needs, including call-flow and
processes as they relate to the HEAT system.
■ Meeting will focus on the HEAT Advanced Implementation
Getting Started Workbook. (Should be completed to the best of
your ability before we arrive) 4 1-hour
■ Allow time,as necessary, for meetings with Department Heads, sessions
Database Managers,Web Developers&IT Network&Server
Build Team,etc.
System Modification and Upgrade Consultant 32-hours
■ Install HEAT system to latest version
■ Modification to the HEAT system to meet the customer's
business needs as discussed in the design meeting.
■ Including:
o Screen Customization&Work Flow
o Knowledge Base Tree Set Up,Importation and
Configuration
o Creating call groups
o Creating Auto Tasks
o Integration with your e-mail package
o Integration with Insight Manager and/or Microsoft
Operations Manager
Data Clean Up &Importation Consultant 4-hours
■ Estimated to be less than 100,000 records.
Configuration of Alert Monitor Consultant 2-hours
■ Configure Alert Monitor to notify staff of new assignments and
messages whether or not they are logged into HEAT.
Configuration of BPAM Consultant 4-hours
■ Configure best-practice rules for automation and escalation
processes to enhance the effectiveness of the service desk/help
desk.
■ Current estimate based upon 45 Business Rules and up to 3
actions per rule.
Configuration of Manager's Console Consultant 2-hours
■ Configure Manager's Console to gain real-time insight into the
status of your service desk/help desk.
■ Current estimate based upon 30 metrics.
Configuration of AutoTicket Generator Consultant 4-hours
■ Configure Auto Ticket Generator to allow your customers to
create, modify,or close their own tickets.
■ Current estimate based upon 12 definitions.
Installation and Configuration of iHEATTM Consultant 4-hours
■ Install and configure iHEAT to give your IT support analyst,
technician, or manager a Web browser interface with the same
look and feel as your HEAT system.
Copyright Alliance Technology
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Installation and Configuration of HEAT®Self Service Consultant 16-hours
■ Install and configure interface to HEAT to allow your customers
to get help they need for many common problems without
contacting the service desk/help desk.
End-User Training Class Consultant 4-hours
■ Have our Certified HEAT Trainer teach up to 4 of your service
desk/help desk members the core features and functionality of
Call Logging,Alert Monitor,and the First Level Support
modules.(One 4-hour sessions)
■ Topics Include:
Call Logging forms and structure
Creating and editing call records
Creating and editing call groups
SupportMail messaging capabilities and Alarms
Alert Monitor
First Level Support
User Preferences
Table Maintenance
iHEAT/HSS Overview
Admin Training Consultant 4-hours
■ Have our Certified HEAT Trainer teach up to 2 of your service
desk/help desk managers the core features and functionality of
Call Logging,Alert Monitor,and the First Level Support
modules. (One 4-hour session)
■ Topics Include:
Editing Call Logging forms/table structure
Creating and editing Quick Tasks
Creating and editing call groups
BPAM capabilities and Alarms
Install &Configuring Alert Monitor
First Level Support/Knowledge Trees/Import
Establishing User Preferences
Table Maintenance/Archive Files
Edit Sets
Estimated On-Site Time: 11-Days
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Last Updated: 10/21/2003 7:49:05 AM Page 6
City of Fort Worth, Texas
"Agar And Council Communication
DATE REFERENCE NUMBER LOG NAME PAGE
9/23/03 **P-9854 13P03-0219 1 of 2
SUBJECT PURCHASE AGREEMENT WITH ALLIANCE TECHNOLOGY FOR PERSONNEL
TRANSACTION MANAGEMENT SOFTWARE AND MAINTENANCE FOR THE HUMAN
RESOURCES DEPARTMENT
RECOMMENDATION:
It is recommended that the City Council:
1. Authorize the purchase of software, system installation services and training for Helpdesk Expert
Automated Tool (HEAT), for a personnel transaction management system from Alliance Technology
for use by the Human Resources Department for an estimated cost of $25,918 using the State of
Texas catalogue purchasing procedures; and
2. Authorize the purchase of yearly software maintenance from Alliance Technology, with a first year
cost of$2,271; and
3. Authorize the yearly software maintenance agreement to begin on September 23, 2003, and expire
September 24, 2004, with options to renew for four successive one-year periods.
DISCUSSION:
The Human Resources Department has a need to automate the current personnel transaction process.
Everyday processes such as hiring, promotions, reclassification and terminations are still largely
manual. The result is that City departments and Human Resources spend an inordinate amount of time
tracking the issues in a paper-based system. Human Resource staff evaluated a proposal from
Alliance Technology to provide an automated system and have determined that the proposed solution
will assist both the user departments and Human Resources for daily personnel transactions.
Previously two City departments have purchased HEAT from Alliance Technology for customer service
management systems. The City Council authorized the Solid Waste Division of Environmental
Management to purchase the HEAT product on December 17, 2002 (M&C P-9729). On February 4,
2003 (M&C P-9745) the City Council approved the purchase of software, installation and maintenance
of a customer management system from Alliance Technology for the IT Solutions Department.
In Fall of 2002, three Catalog Information Systems Vendor (CISV) software firms, Alliance
Technology/HEAT, Computer Associates and Network Associates/Magic were asked to submit
proposals for evaluation. Each vendor submitted proposals and each presented two product
demonstrations to City staff. The software systems were evaluated on the basis of product
functionality, ease of use, ease of implementation and cost. Staff from both Environmental
Management and IT Solutions agreed that the HEAT product was the best solution for a variety of City
needs.
The Human Resources Department's cost to purchase the software is lower since the City has
previously acquired licenses from Alliance Technology. All the remaining cost components associated
with the purchase are similar to the costs incurred by both the Solid Waste Division and IT Solutions.
City of Fort Worth, Texas
ima.4or And Council communication
DATE REFERENCE NUMBER LOG NAME PAGE
9/23/03 **P-9854 13P03-0219 2 of 2
SUBJECT PURCHASE AGREEMENT WITH ALLIANCE TECHNOLOGY FOR PERSONNEL
TRANSACTION MANAGEMENT SOFTWARE AND MAINTENANCE FOR THE HUMAN
RESOURCES DEPARTMENT
The largest cost element of the new personnel transaction system is the cost of installation and training.
The quote from Alliance Technology allows for 10 days of consulting, installation and documentation. If
additional time for installation is needed, Alliance Technology has provided a quote on a per day basis.
The various cost components for the customer support center system is as follows:
3 Software Licenses $10,247
• Implementation and Training $13,400
Annual Maintenance and Support $ 2,271
Alliance Technology is designated as a CISV vendor by the State of Texas. Under Section 271.083 of
the Texas Local Government Code, a local government satisfies otherwise applicable bidding
requirements when it makes a purchase through the State of Texas General Service Commission
catalogue purchasing procedure as established by Section 2157.061 of the Texas Local Government
Code. The City will comply with that procedure for the purchase agreement under this Mayor and
Council Communication.
M/WBE - A waiver of the goal for M/WBE subcontracting requirements was requested by the
Purchasing Division and approved by the M/WBE Office because the purchase of goods or services is
from sources where subcontracting or supplier opportunities are negligible.
RENEWAL OPTIONS - The maintenance agreement may be renewed for up to four successive one-
year terms at the City's option. 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 Finance Director certifies that no funds were budgeted for this item; however, the department has
sufficient savings to off-set the expenditure.
RZ:k
Submitted for City Manager's FUND ACCOUNT CENTER AMOUNT CITY SECRETARY
Office by: (to)
Richard Zavala(Acting) 6183
Originating Department Head:
Jim Keyes 8517 (from) APPROVED 09/23/03
GG01 539120 0141000 $25,918.00
Additional Information Contact:
Robert Combs 8357