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HomeMy WebLinkAbout02-154 Resolution No. 02-154 RESOLUTION AUTHORIZING EXECUTION OF AN AGREEMENT WITH TELE-WORKS, INCORPORATED FOR AN AUTOMATIC VOICE RESPONSE AND INTERNET E-COMMERCE SYSTEM BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN, ILLINOIS, that Olufemi Folarin, Interim City Manager, and Dolonna Mecum, City Clerk, be and are hereby authorized and directed to execute an agreement on behalf of the City of Elgin with Tele- Works, Incorporated for an automatic voice response and internet e-commerce system, a copy of which is attached hereto and made a part hereof by reference . s/ Ed Schock Ed Schock, Mayor Presented: April 24 , 2002 Adopted: April 24 , 2002 Omnibus Vote : Yeas : 7 Nays : 0 Attest : s/ Dolonna Mecum Dolonna Mecum, City Clerk AGREEMENT THIS AGREEMENT, made and entered into this 119, . 1 I r O2c, between the City of Elgin, hereinafter called the "City", and Tele-Works, Incorporated, a Virginia corporation, hereinafter called the "Consultant" as follows: WHEREAS, the City wishes to suitably and responsibly implement an interactive telephone and transactional web service which will allow citizens to interact with dynamic, data-driven web services through standard touchtone telephones and PC/browsers; and WHEREAS, the City desires to engage the Consultant to render the professional and technical services (collectively referred to as "Services") and provide hardware, software and other materials (collectively referred to as "Products") as described in this Agreement and the Consultant is qualified and willing to perform such Services and provide such Products; and WHEREAS, sufficient authority exists in law and sufficient funds have been budgeted for these purposes and are available and other necessary approvals have been obtained; NOW, THEREFORE, in consideration of the mutual understandings and agreements set forth, the City and the Consultant agree as follows: I. THE PROJECT The Project consists of: Programming and Development for a Tele-Works Voice Response Application which will be located in the City of Elgin to be made available to citizens via the telephone and web browser. II. CONSULTANT'S RESPONSIBILITIES The Consultant shall perform Services and provide/license Products to include: A. Professional and technical services and assistance; and all necessary hardware, software, services and other materials for the implementation of the public service described herein and as specified in Attachment A: Scope of Work incorporated herein by reference. Software shall refer to the Automated Citizens Information System SoftwareTM and Tele-Works Voice Response SoftwareTM which are licensed by the Consultant to the City pursuant to the license agreement set out in Attachment C hereto which is hereby adopted by the parties and incorporated herein by reference. III. CONSULTANT'S FEE & PAYMENT TERMS As compensation for all Services and Products described in this Agreement, the Consultant shall be paid a fee of no more than $84,900.00 which shall constitute full and complete payment for said Services, Products, and other expenditures which may be 1 made and expenses incurred, except as otherwise expressly provided in this Agreement. Payment terms are associated with Project events as detailed in Attachment B: ACIS/TVR Primary Task List and Timetable incorporated herein by reference. Compensation will be paid to the Consultant according to the following terms: • 35% upon Notice to Proceed/Contract Signing/at issuance of Purchase Order • 55% upon Installation and Training • 10% upon the earlier of Completion of the Consultant's responsibilities under this Agreement or one-year from the date of the Agreement when the City fails to perform its obligations in accordance with the timeline outlined in Attachment B. IV. COMMENCEMENT & COMPLETION OF SERVICES The Consultant understands and agrees that time is an essential requirement of this Agreement. The Services and Products shall be completed and provided in accordance with the task list and schedule detailed in Attachment B. In any event, after the Consultant receives notice to proceed, any failing on the part of the City to adequately provide for responsibilities documented in Attachment B that adversely affects the Project timeline or creates delays for the Consultant and are beyond the control of the Consultant, will not affect Project associated payment terms. Neither party will be liable for any failure or delay in the performance of its obligations under this Agreement (and the failure or delay will not be deemed a default of this Agreement or grounds for termination) if both of the following conditions are satisfied: (1) the failure or delay could not have been prevented by reasonable precautions, and cannot reasonably be circumvented by the nonperforming party through the use of alternate sources, work-around plans, or other means; and (2) the failure or delay is caused, directly or indirectly, by fire, flood, earthquake, hurricane, elements of nature or acts of God, acts of war, terrorism, riots, civil disorders, rebellions or revolutions, court order, or other circumstances beyond the nonperforming party's control (excluding acts of omissions of the nonperforming party's vendors or subcontractors). V. TERMINATION A. This Agreement may be terminated by either party upon fifteen (15) days prior written notice to the other party in the event of a default by the other party to fulfill its obligations under this Agreement through no fault of the terminating party. B. This Agreement may be terminated by the City for its convenience upon fifteen (15) days prior written notice to the Consultant. C. In the event of termination as provided in this Article, the City shall pay the Consultant in full for Services performed and Products up to and including the 2 termination date and for Services performed and Products provided from the date of notice of termination plus any Services or Products the City deems necessary during the notice period. Said compensation shall be paid upon the Consultant's delivering or otherwise making available to the City all data, schematics, specifications, reports, estimates, summaries and such other information and materials (collectively referred to as "Project Documentation") as may have been accumulated by the Consultant in performing the Services or Products included in this Agreement, whether completed or in progress. VI. INSURANCE During the course of the Project, the Consultant shall maintain Worker's Compensation Insurance in accordance with the Worker's Compensation laws of the State of Virginia, Comprehensive General Liability of $2,000,000 aggregate/$1,000,000 each occurrence and excess liability of $4,000,000 each occurrence. The City will be an additional insured under the Consultant's Comprehensive General Liability coverage. The Consultant shall provide proof of insurance with certificates, naming City as additionally insured, of insurance to the City indicating compliance with this paragraph. VII. EQUAL EMPLOYMENT OPPORTUNITY In connection with the execution of this Agreement, the Consultant shall not discriminate against any employee or applicant for employment because of race, religion, color, gender, sexual orientation, national origin or disability. Such actions shall include, but not be limited to the following: employment; upgrading, demotion or transfer; recruitment or recruitment advertising; layoff or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship. VIII. PROHIBITED INTEREST A. The Consultant agrees that it presently has no interest and shall not acquire any interest, direct or indirect, which would conflict in any manner or degree with the performance of its responsibilities hereunder. The Consultant further agrees that in the performance of the Agreement, no person having any such interests shall be employed. B. No official or employee of the City shall have any interest, direct or indirect, in this Agreement or the proceeds thereof. IX. GENERAL PROVISIONS A. Independent Contractor. In the performance of this Agreement, the Consultant shall act as an independent contractor and not as agent of the City except to the extent the Consultant is specifically authorized to act as agent of the City. B. Books and Records. The Consultant's books and records with respect to the Services and Products and reimbursable costs shall be kept in accordance with recognized accounting principles and practices, consistently applied, and will be made available for the City's inspection at all reasonable times at the places where the same 3 may be kept. The Consultant shall not be required to retain such books and records for more than three (3) years after completion of the Project. C. Ownership of Project Documentation. All plans, schematics, specifications and the like relating to the Project shall be the joint property of the City and Consultant. Upon completion of the Project, or at such other time as the City may require, the Consultant shall deliver to the City any Project Documentation and additional copies thereof as the City may request, correct as of the date of the request or the completion of the Project. D. Responsibility; Liability. 1. Professional Liability. The Consultant shall exercise in its completion of the Project the standard of care normally exercised by nationally recognized businesses engaged in performing comparable services. The Consultant shall be liable to the City for any loss, damages or costs incurred by the City for the repair, replacement or correction of any part of the Project which is deficient or defective as a result of any failure of the Consultant to comply with this standard. 2. Indemnification. The Consultant shall indemnify and hold harmless the City and its agents and employees from and against all claims, damages, losses and expenses, including but not limited to attorneys' fees, arising out of or resulting from the performance of the Project, provided that any such claim, damage, loss or expense (1) is attributable to bodily injury, sickness, disease or death, or to injury to or destruction of tangible property (other than the Project itself) including the loss of use resulting therefrom, (2) is caused in whole or in part by any negligent act or omission of the Consultant, any subcontractor of the Consultant, anyone directly or indirectly employed by any of them or anyone for whose acts any of them may be liable, and (3) does not arise out of the negligence or willful misconduct of the City, its agents and employees, for which the Consultant shall bear no liability. In the event of any action against the City, its officers, employees, agents, boards or commissions covered by the forgoing duty to indemnify, defend and hold harmless, such action shall be defended by legal counsel mutually acceptable to the City and the Consultant. E. Communications. All communications relating to the day-to-day activities for the Project shall be exchanged between the respective Project representatives of the City and the Consultant who will be designated by the parties promptly upon commencement of the Project. All other written notices required or permitted hereunder shall be delivered personally to the respective representatives of the City and the Consultant set forth below or shall be mailed by certified mail, postage prepaid, return receipt requested, or a nationally recognized overnight courier to the parties at their addresses shown herein. Notices hereunder shall be effective ten (10) days after mailing. F. Warranty: Consultant shall warrant its Services and Products and shall provide maintenance as described in Attachment D: Warranty and Maintenance Agreement incorporated herein by reference. 4 G. Assignment. The Consultant shall not assign this Agreement in whole or in part, including the Consultant's right to receive compensation hereunder, without the prior written consent of the City; provided, however, that such consent shall not be unreasonably withheld with respect to assignments to the Consultant's affiliated or subsidiary companies, and provided, further, that any such assignment shall not relieve the Consultant of any of its obligations under this Agreement. This restriction on assignment includes, without limitation, assignment of the Consultant's right to payment to its surety or lender. H. Applicable Laws. This Agreement, and all questions concerning the execution, validity or invalidity, capacity of the parties, and the performance of this Agreement, shall be interpreted in all respects in accordance with the laws of the State of Illinois. Venue for the resolution of any dispute or the enforcement of any rights pursuant to this agreement shall be in the Circuit Court of Kane County, Illinois. I. Entire Agreement. This Agreement and all exhibits attached hereto shall constitute the entire agreement between the parties hereto and shall supersede all prior contracts, proposals, representations, negotiations and letters of intent, whether written or oral, pertaining to the Services and Products of the Project. TELE-WORKS, INCORPORATED THE CITY OF ELGIN ByArie ` re\l}i*-___ By: ---Istti.t.. .._, _.- Joan Nelson Chief Executive Officer `I•1/4tit... e—.Zy `4-kA 4#icaLk. -f(17(0,2-. kk -tee- OL Date Date ADDRESS: ADDRESS: 210 Prices Fork Road, Suite C City of Elgin P.O. Box M 150 Dexter Court Blacksburg, VA 24063-1027 Elgin, IL 60120 ATTEST: ji ATTEST: 4/i IF A- kaittAoJtik- ,(Print/type name) Title 5 APPROVED AS TO LEGAL FORM By Title 6 ATTACHMENT A: SCOPE OF WORK PRODUCTS, SERVICES & OPTIONS SPECIFICATIONS LISTING FOR THE CITY OF ELGIN 4-PORT HARDWARE, ACTS, TVR, and E-PAYMENT SOFTWARE AND SERVICES Introduction: The Products and Services described below will allow citizens of the City of Elgin ("City")to access pre-recorded answers to frequently asked questions and general City information via telephone, fax and the web.Additionally, the Products and Services will allow citizens of the City to access departmental data hosts for interactive and transactional voice and web services. Section 1: Tele-Works Telephony Platform Server and Enterprise Software Section 2: Automated Citizen Information System ("ACTS") and Services Section 3: Tele-Works Voice Response ("TVR") Application Development Section 4: Utility Billing TVR Application Development Section 5: Parks and Recreation TVR Application Development Section 6: Services and Warranty Invoices and deliverables are provided according to the accompanying Task List and Timetable (Attachment B). As the entire scope of this project includes multiple departmental and enterprise level solutions, application development and deliverables will be decided by the City in cooperation with Tele-Works. Each application diagram for TVR Application Development is subject to final approval by the City prior to application development. Tele-Works will provide a one-year warranty on all parts and labor and extended warranty (maintenance agreement) as described under Attachment D. Tele-Works will provide complete installation and training associated with each aspect of this Scope of Work. Section 1: Tele-Works Telephony Platform Server and Enterprise Software Hardware: The physical dimensions, operating environment and the exact specifications of the server platform are described in Exhibit A.1. These specifications are subject to change to provide the most up-to-date configuration for the City. The system shall operate in a normal office environment, use standard telephone and network connections, and shall operate in a stand- alone rack mountable or desktop chassis. The specified platform will be delivered with 4-Ports of public access capacity. The specifications can be expanded as specified per the City's request for additional access capacity and performance. Attachment A: Scope of Work Page 1 Software: 1. Automated Citizens Information System ("ACTS") enterprise software version 4.x allows: • Public access and interaction via touch-tone telephones • Fax documents to accompany the pre-recorded audio information • Emergency Services Message function • Statistical capabilities • Expansion capabilities • All required system administrator functions via i. The platform workstation ii. Standard touch-tone telephones iii. Fax machines iv. Networked workstations (with pcAnywhere client) 2. Tele-Works Voice Response ("TVR")Software—4-Port License allows callers on every port of the system to interact with telephony compliant web applications, termed "TVR Application" and specified under subsequent sections. TVR licensing provides four(4) concurrent text-to-speech instances (The City is required to sign the DECtalk Text-to- Speech Software end user agreement provided in Attachment E). This provides the Web-to-Voice functionality for any web-based information that is not recorded in natural voice. 3. E-Payment Module — One user license allows e-Commerce and Payment Processing capabilities for all transactional web applications,termed"TVR Application"and specified under subsequent sections.This module is responsible for secure transactions,account verification, and the authorization of payments from customer cardholder financial institutions. Payment amounts will be reserved for the City upon authorization of payment, and will be transferred in batch processes from cardholder accounts to the City's Merchant Account(s). Simultaneously, upon verification and transaction authorization, a confirmation or transaction number is provided to the customer. Payment information will be routed back through the application to be posted to the appropriate data host(s) as specified in the corresponding TVR application(s). If required, Tele-Works can assist the City in researching payment-processing vendors, but the City is responsible for establishing and maintaining a suitable payment processor relationship. 4. Call-Out — Performs Outbound Calling in either an Emergency situation or to survey citizens. 5. Call Transfer—Allows caller the option to transfer to a specific extension, IVR system or operator during or at the end of a message. 6. Enhanced CRM (e-CRM) —Allows caller to be prompted up to 9 times to leave specific information concerning an issue or problem. The verbal response messages are automatically converted into an email attachment and sent to the designated staff member. 7. Multilingual Capabilities (FAQ) — Allows the system to be configured for multiple languages and/or multiple departments. System voice prompts are available in Spanish. Software does not include multilingual services such as translations or recordings. Attachment A: Scope of Work Page 2 Section 2: Automated Citizen Information System Services: The Automated Citizen Information System (ACIS)described will allow citizens of the City to access pre-recorded answers to frequently asked questions and general City information via telephone, fax, TDD and Web as diagramed in Exhibit A.2. Several services are included with this module to facilitate this public service: 1. Content Development Tools: Online Customer Service Center/Scriptware© • Tele-Works will provide the City with Unlimited Scriptware© message template selections from Tele-Works On-Line Customer Service Center and Scriptware©catalog of over 800 choices ranging from Animals to Zoning. 2. Professional Recording Services (250 included): Additional available at $10 each. • Tele-Works will provide _ 250 professional recordings of developed messages. Tele-Works will also publish the customized content to be recorded, in a web-ready HTML format. 3. Marketing Plan with Camera Ready Brochure and Web Ready Brochure (PDF) • Tele-Works will provide a camera-ready brochure. The City will be responsible for printing. The completed camera-ready brochure will be available on-line as a downloadable PDF document.Tele-Works will provide a comprehensive marketing program featuring successful strategies based on over 150 successfully installed ACTS systems nationwide. 4. WebWare©: Dynamic and Searchable presentment of system information Section 3: Tele-Works Voice Response ("TVR")Application Development Tele-Works will develop, using open programming and convergent TVR technology, the applications detailed in the following sections designed to provide dynamic and interactive information services via the telephone and in a web-based environment. Telephone users will use a touchtone telephone to access the application by dialing a local City phone number. Personal computer users will access the application by connecting to the Internet via an ISP and using a standard World Wide Web Browser interface (Netscape, Internet Explorer-4.x version browsers or higher). For all applications, development is subject to the functional limitations and the contractual terms and conditions associated with database functionality, integration and/or use of any application programmers interface (API) software from the City's data vendor for each application. Final application diagrams will be specified by Tele-Works in cooperation with the City and/or applicable departments. Application Development will not commence until appropriate representatives of the City approve the final application diagrams. Payment applications will offer comprehensive and secure services utilizing Secure Socket Layer (SSL) encryption and a digital certificates (VeriSign) for which the City is responsible by executing functions on a City maintained server,within a secure network environment provided and maintained by the City. The application will integrate with the City's back-office data solutions via a City provided and maintained middleware component. If the City currently Attachment A: Scope of Work Page 3 maintains an SSL certificate on the appropriate server, no additional certificates would be required, however the City will be responsible for keeping this security certificate current. Section 4: Utility Billing TVR Application Development The Solution will provide a Utility Billing Application that will integrate with the City's Utility Database (HTE) via a City provided and maintained middleware component. The primary purpose of the Utility Billing Application is to automate the access and billing collections of municipal utility services through a web and voice portal service. The application will be accessible via telephone and web and allow customers to access their personal utility account via a City provided data host in a secure City provided and maintained environment, utilizing Secure Socket Layer protocol. Sample application diagrams are provided (Exhibit A.3). Section 5: Parks & Recreation TVR Application Development The Solution will provide a Parks and Recreation Application that will integrate with the City's Database (Vermont Systems)via a City provided and maintained middleware component. The primary purpose of the Parks and Recreation Application is to automate scheduling and reservation-billing collections of municipal facilities and services through a web and voice portal service.The application will be accessible via telephone and web and allow customers to sign-up for scheduled class offerings and reserve facilities via a City provided data host in a secure City provided and maintained environment, utilizing Secure Socket Layer protocol. Sample application diagrams are provided (Exhibit A.4). Section 6: Services and Warranty Tele-Works will provide the City with the necessary services to comply completely and comprehensively deploy the intended services. Hardware and software configuration, installation, training and documentation are included. The one-year warranty and licensing covers all materials and labor, to include the integration with the City data hosts, but does not include services necessary due to changes to the host or any middleware component. The City is responsible for the payment of maintenance fees for any data vendor APIs or integration procedures.After the first year warranty,the City may extend the warranty and licensing by purchasing an annual maintenance agreement. The cost for subsequent maintenance agreements will be calculated at 15% of the total market value (at the time of purchase) of the system, less installation fees. The first year maintenance would be $12,735, based on the purchase price, which is subject to the final scope of work for the Friend of the Court application development. A sample Maintenance Agreement is provided in Attachment D. If options are added, then the maintenance price is based on price of the base system, plus the price of the options at the time of purchase. If system options are procured incrementally, additional costs are not added to maintenance until the following term. Attachment A: Scope of Work Page 4 General Description ele-Works systems feature passive backplane chassis architecture with rack-mountable options,shock-resistant drive Exhibit A.1 cages, increased cooling systems, and fault resilient features that support telephony applications and continual operation. The heavy-duty steel construction encloses industrial grade Hardware & Software components and non-proprietary devices to ensure top quality and upgrade part availability.The passive backplane design permits optimal Specifications system configuration and upgrades. Hardware Features/Components • 4U industrial grade chassis • Two(2)40GB 7200RPM IDE • 14 slot backplane w/ 12 PCI, hard disk drives(500+hours 1 ISA&2CPU slots of voice storage, 9,000+ • Redundant 2 x 300W ATX pages of fax documents) hot-swap power supply • Ultra ATA/100 EIDE RAID • PICMG socket 370 PII I SBC, controller w/2 hot swap drive VIA Apollo Pro 133A chipset chassis (mirrors activity on • Onboard 8MB video SDRAM both hard drives for AGP—ATI Rage Pro increased fault tolerance) • Onboard 10/100 Base-T • EZDrive - CD-ROM/floppy Ethernet UTP drive combo • 1 GHz Intel Pentium III CPU w/ • 10/20 GB TRAVAN TR5 133FSB and 256K Cache EIDE internal tape drive • 512 MB Dimm SDRAM PC133, ECC Note:Tele-Works is not responsible for network setup or any problems associated with the customers network or the Tele-Works system as a result of network based problems. Physical/Environment Voice/Fax Boards Dimensions(WXDXH): Operating Temperature: Exact Voice/Fax Boards are based on final configuration.Please 19"x20"x7" 0 C(32F)to 50 C(122 F) contact Tele-Works for additional configuration details. 482.6rrrru601 mvd77.8mm Relative Humidity: • Dialogic D/4PCI 4-port analog voice board(RJ11 interface) Mounting: 5%to 95%,non-condensing • Dialogic D/160SC-LS 16-port analog voice board(DB-37 or RJ11 Tabletop or relay rack, breakout box interface) slide rails for cabinet Power Requirement: • Dialogic D/240SC-T1 24-port digital voice board(RJ45 interface)* mounting available by One standard 120V, 60Hz • Dialogic GammaLink CPi/200 2-port analog fax board(RJ11 request outlet interface) *Digital Line Service Requirement: ISDN PRI or similar Peripherals Included Software • PS/2 Keyboard • Microsoft Windows 2000 Server,5 CAL • PS/2 Mouse • Symantec pcAnywhere 10.0 • Inkjet Printer • Tele-Works ACIS/TVR Line Monitor 4.x • 15"Color Monitor • Tele-Works Fax Server 4.x • Uninterruptible Power Supply • Tele-Works Administration Utility 4.x • All interface cables(15 feet for phone connections, • Dialogic DNA 3.3 Drivers 5 feet for peripherals) sklik Tele-Works,Inc. P.O.Box 663 TEL.540-953-2631 twmain@tele-works.com Blacksburg,VA24063-0663 FAX.540-951-4016 http://www.tele-works.com/ Exhibit A.2 Automated Citizen Information System Web Flow - Standards & Options Standard Public Displays URL Access i.e. http://www.tele-works.com/htbin/webware/default.asp?agency= agencyname agencytype ;Main Page Display ! Note:Information for web display is dynamically drawn • Search Engine from the appropriate Customer Service Center ;44 www.tele-works.com • Categorical Listing/Links account. Customer Service Center l• agencyname_agency Message Listing/Links � i• Message Content type • Navigational Links Search Display Web Administration ;• Message Selection Search Methods: !• Custimization Message Number ;• Submission Message Text(keyword) i Requests • Search Methods • _ Hep&Manuals_ __ Search Results-Display: Category Link Message Link Standard Presentment Services • Incorporation of home site design included • Search Engine Included Search Selections • Hosting Included • PDF version of brochure included • Font and Color preferences Original Search Term highlighted in red Optional Presentment Services • Framed Page Presentment • Search Engine Removed • Alphabetically or Numerically Organized Content Tele-Wales,Inc -Proprietary and Caidertal- 1d5 Automated Citizen Information System Call Flow - Standards & Options Standard:One phone number is used by the public to access system information Greeting Option:AC/S compatibility with TDDs is attained via a dedicated number and is limited to the standards on this page. Message Input: Invalid Message Please enter your Message "t Message Number.Try Repository Selection Again. Found. — No Yes Play Message Message 4 Ir0 •ttributes' Optional:Message attributes At this time,you may enter another Standard:Four(4)Message message selection accesses per call. No i Thank You for Ca/ling - Y and TelaWa m Inc '� 2 d 5 Automated Citizen Information System Call Flow - Optional Message Attributes (FAX) A r Would you Ike to Note:Fax functionality is receive the document standard associated with this message? Yes-1 No,(new message)-2 - i Please enter your ti or hang-up to exit. fax number now 1 onnftrrn z The fax will be delivered shortly Return to Message Input Call Flow - Optional Message Attributes (Transfer) 0 Would you like to be Transfer to transferred? designated CSR Option: Transfer can be toggled to Completed "supervised"to allow live assistance *Sucressfu/. Ys Transfer only,or unsupervised for"blind" Yes-1 transfer(i.e. Voice Mail) -drop call- No,(new message)-2 or hang-up to exit. No 7 i Not Successful (no answer) Party not available v (busy) Return to Message Input Tele-Works,trc. -P'OS`Y and 'isal- 3dS Automated Citizen Information System Call Flow - Optional Message Attributes (CRM) O Note:CRM functionality is optional and can have standard Would you like to telephone administration retrieval conrnent or or upgraded for voice e-mail participate? dissemination. Yes Option Optional1 No,(new message)-2 Instructions or hang-up to exit. • 2 Return to Message 4 Input Option:Either touch tone or verbal modes available. Option:A total of 9 Prompts are available. (Process will repeat for each prompt.) ItujHthj rompt Question: 'Record After <recorded "Whais tone �mmenn I. •Next prompt Name? Post Prompt "Thank You for ------__-------_—_--- Participating" Tele-Works,Inc. -Propnetary and Corel 4or5 Automated Citizen Information System Call Flow - Administration Note:Standard system administration via the telephone is conducted through the same public access number.Fax telephone administration is conducted through a dedicated number Greeting Enter System System Admin: Admin.or User Safety disconnect Passcode System User. Database Gateway Codes Please re-Enter Found? No Yes Play Administration Options: Note:Administration options and functionality is subject to the software options purchased and configured for the system. t LJ ration Menu: date a voice or CRM message,press 1 date the preamble msg.,press 2 cord or delete the emergency msg.,press 3 date a fax document,press 4 all-Out administration,press 5VR administration,press 6 ax Broadcast administration,press 7 exit admin.menu press the•key. 4// - Tele-Works,Inc PWJY and 5 of 5 TVR APPLICATION DEVELOPMENT PROJECT TIMELINE The complex nature of the Project dictates a coordinated timeline with required tasks completed sequentially by Tele-Works and the Government. Failure by either the Government or Tele-Works to complete a task and exceptions to the timeline can be expected to delay the timely finalization of the Project. Milestone 1: Project Planning and Preparation 1. Government/Tele-Works prepare general Scope of Work and Price Quote. 2. Government/Tele-Works sign Contract; Government issue Purchase Order. 3. Tele-Works invoice 35% of Project Price Quote. 4. Government arrange for and purchase Application Programmer Interface (API)/data interface(s) required to access data. Note: If a custom interface is to be written by data vendor(s), Tele- Works will invoice a 10% retainer fee and reduce the invoice in Step 3 to 25%. 5. Tele-Works deliver detailed Scope of Work based on integration available from data host(s). 6. Tele-Works deliver sample call flows and illustrations on web and telephony application functionalities and processes. 7. Government remit initial 35% payment. 8. Government supplies secure test environment(s)to the data host(s); Tele-Works confirm connection to test environment(s) and assist in optional requirements below (if applicable). a. Optional—secure merchant account and payment processing services/provider b. Optional—obtain SSL Certificate Milestone 2: Project Schedule 1. Tele-Works determine that all steps in Milestone 1 are complete, enter application on development schedule and inform Government of Milestone 3 start date. Each application within a Project can be anticipated to have an individual development schedule. Milestone 3: Application Development Step Application Development(each application) Application Development Start-Estimated Time:30 days Step 1 • Tele-Works/Government: Launch application development, discuss installation requirements/schedule. • Tele-Works: Integrate with Government test environment. Foundational Development -Estimated Time: 60 days Step 2 • Tele-Works: Develop application and configure system. • Government: Arrange for required infrastructure support. Installation, Continued Development and Testing—Estimated Time: 60 days • Tele-Works: Finalize application development. • Tele-Works: Deliver and install' system, on-site testing/training and documentation. Step 3 • Tele-Works: Invoice 55% of application development. • Tele-Works: Perform remote diagnostic testing. • Government: Submit initial change orders covered under Contract; Tele-Works provide quote for Change Orders not covered under Scope of Work. Application Finalization —Estimated Time: 30 days • Government: Test and/or submit changes covered under Contract. Step 4 •Tele-Works: Supply changes and invoice for Change Orders as applicable. Government: Begin acceptance period— not to exceed 30-days without cause. • Tele-Works/Government: Complete application acceptance and operational status. • Tele-Works: Invoice final 10% of application development. Government must give 30 days notice of cancellation of a cooperatively scheduled install date to avoid the standard installation charge of 31,200. ATTACHMENT C: TELE-WORKS, INC. LICENSE AGREEMENT This License Agreement(the "Agreement") is made as of the 17 day of npr i I , 2002 (the "Effective Date"), by and between Tele-Works, Inc., a Virginia corporation with its principal place of business at 210 Prices Fork Road, Suite C, Blacksburg, Virginia 24060 (the "Licensor") and The City of Elgin (the "Licensee"). RECITALS WHEREAS,the Licensor has developed software which supports and runs Tele-Works applications that enable individuals to access e-govemment information and services via telephone and Internet; and WHEREAS,pursuant to the terms and conditions of this Agreement, the Licensee wishes to license the above-mentioned software in order to support and run Tele-Works applications, and the Licensor wishes to grant such license. NOW THEREFORE, in consideration of the mutual promises contained herein and for other good and valuable consideration,the receipt of which is hereby acknowledged,the parties agree as follows: 1. DEFINITIONS. As used in this Agreement, the following terms shall have the meanings set forth in this Article 1: "Software" means(i)the compiled version of the following of the Licensor's software programs: Indicate rograms: or r' L'Automated Citizens Information System SoftwareTM here Clpq-- Tele-Works Voice Response SoftwareTM and(ii)the compiled version of any updates, modifications or revisions to such software programs that the Licensor provides to the Licensee. "Term"has the meaning given to that term in Section 7.1. 2. LICENSE GRANT. 2.1 Software License. Subject to all the terms and conditions of this Agreement and timely payment of any and all fees due to the Licensor under any project,purchase order or agreement between the parties hereto, all of which shall be subject to the provisions of this Agreement, the Licensor hereby grants a personal, non-exclusive, non-transferable, non- sublicensable license to the Licensee, for so long as this Agreement remains in effect,to use the Software for the limited purpose of supplying and running the Tele-Works applications that are 1 the subject of projects, purchase orders and agreements between the parties hereto. The Licensee shall use the Software only for its own business purposes, by its authorized personnel. The Licensor reserves all rights not expressly granted herein. 2.2 Copyright. The Software is owned by the Licensor and is protected by United States copyright laws and applicable international treaties and/or conventions. The Software, and any and all modifications and improvements thereto and derivative works thereof, shall remain the exclusive property of the Licensor, and the Licensee shall have no right,title or interest therein whatsoever. 2.3 Prohibited Uses. Without the prior express written consent of the Licensor,the Licensee shall not and shall not allow any third party(by license agreement or otherwise)to, (a) take any action that would cause the loss or abandonment of the Licensor's proprietary rights in the Software; (b) resell, distribute, publicly display,transfer,rent, lease, lend, copy, modify, translate, enhance,time-share, license, sublicense, electronically transmit or prepare derivative works of the Software, in whole or in part; (c) disassemble, decompile or reverse engineer in any way, any of the Software; or(d) otherwise use in any way the Software, in any manner not expressly authorized by this Agreement. 3. WARRANTIES. 3.1 Limited Warranty. (a) For a period of one (1) year after delivery of the Software to the Licensee (the "Warranty Period"), the Licensor warrants that the Software shall meet its specifications and function substantially in accordance with its documentation, as modified from time to time. If the Licensor breaches this warranty, it's sole obligation for breach of this warranty shall be to repair or replace the defective Software with one (1) copy of conforming Software within thirty (30) days of receipt of notice from the Licensee of a breach of this warranty provided such notification is given within the Warranty Period, and provided that the Licensee has applied all updates, modifications or revisions of the Software, if any, delivered by the Licensor to the Licensee. If the Licensor fails to repair or replace the defective Software as set forth above,the Licensee may terminate this Agreement and receive a refund of the amount paid by the Licensee to the Licensor for the license of the Software only. The Licensor shall provide the Licensee with an opportunity to obtain additional warranty protection after the initial Warranty Period as is more particularly set out in Attachment A to the Scope of Work and in the form of Maintenance Agreement attached to the main Agreement as Attachment D. (b) The warranty set forth in Section 3.1(a) will be null and void upon modification of the Software by any party other than the Licensor and not approved in writing by the Licensor, or the Licensee's material breach of this Agreement. 3.2 Warranty Exclusions. OTHER THAN THE EXPRESS WARRANTY SET FORTH IN SECTION 3.1 OF THIS AGREEMENT, THE LICENSOR DOES NOT MAKE ANY, AND DISCLAIMS ALL WARRANTIES EXPRESS OR IMPLIED, OR ARISING BY USAGE OF TRADE OR COURSE OF DEALING INCLUDING WITHOUT LIMITATION 2 ANY WARRANTIES OF PERFORMANCE, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, QUIET ENJOYMENT AND NON-INFRINGEMENT. THE LICENSOR MAKES NO REPRESENTATIONS OR WARRANTIES ON BEHALF OF ITSELF WITH RESPECT TO THIRD PARTY SOFTWARE OR EQUIPMENT AND EXPRESSLY EXCLUDES ANY AND ALL LIABILITY ARISING FROM OR RELATING TO A THIRD PARTY'S SOFTWARE AND/OR EQUIPMENT. 4. LIMITATION OF LIABILITY. IN NO INSTANCE SHALL THE LICENSOR BE LIABLE FOR ANY INDIRECT DAMAGES, WHETHER ARISING FROM TORT OR CONTRACT, INCLUDING LOSS OF DATA, REVENUE OR PROFITS, OR ANY OTHER INCIDENTAL, CONSEQUENTIAL, INDIRECT, OR SPECIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE, HOWEVER CAUSED AND BASED ON ANY THEORY OF LIABILITY. THIS LIMITATION SHALL APPLY EVEN IF THE LICENSOR HAS BEEN NOTIFIED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT MAY ANY ACTION BE BROUGHT AGAINST THE LICENSOR ARISING OUT OF THIS AGREEMENT MORE THAN ONE (1)YEAR AFTER THE CLAIM OR CAUSE OF ACTION ARISES, DETERMINED WITHOUT REGARD TO WHEN THE LICENSEE SHALL HAVE LEARNED OF THE DEFECT, INJURY OR LOSS. 5. RELATIONSHIP OF PARTIES. The Licensor is an independent contractor and nothing contained in this Agreement shall be construed to constitute either party as a partner,joint venturer, co-owner, employee, or agent of the other party, and neither party shall hold itself out as such. Neither party has any right or authority to incur, assume or create, in writing or otherwise, any warranty, liability or other obligation of any kind, express or implied, in the name of or on behalf of the other party, it being intended by both the Licensor and the Licensee that each shall remain an independent contractor responsible for its own actions. 6. ASSIGNMENT. The Licensee shall not assign,transfer or otherwise dispose of this Agreement in whole or in part to any individual, corporation or other entity without the prior written consent of the Licensor. 7. TERM OF AGREEMENT; TERMINATION. 7.1 Term. This Agreement shall be effective as of the Effective Date and shall continue in full force and effect subject to earlier termination pursuant to this Article 7. 7.2 Event of Termination. Either party may terminate this Agreement if the other party commits a breach of this Agreement and does not cure such breach within thirty(30) days after receipt of written notice given by the other party. 7.3 Rights Upon Termination. Upon termination of this Agreement pursuant to this Article 7, all further rights and obligations of the parties shall cease, except that the parties shall 3 not be relieved of(i)their respective obligations to pay any moneys due or which become due as of or subsequent to the date of termination, and (ii) any other respective rights and obligations under Articles 3 and 4, and Sections 2.2, 2.3, 7.3 and 8.4. 8. MISCELLANEOUS. 8.1 Force Majeure. If the performance of any obligation(other than payment and confidentiality obligations) under this Agreement is prevented, restricted or interfered with by reason of war, revolution, civil commotion, acts of public enemies,blockade, embargo, strikes, outage of the Internet, law, order,proclamation, regulation, ordinance, demand, or requirement having a legal effect of any government or any judicial authority or representative of any such government, or any other act whatsoever, whether similar or dissimilar to those referred to in this Section 8.1, which is beyond the reasonable control of the party affected, then the party so affected shall, upon giving prior written notice to the other party,be excused from such performance to the extent of such prevention, restriction, or interference, provided that the party so affected shall use reasonable commercial efforts to avoid or remove such causes of nonperformance, and shall continue performance hereunder with reasonable dispatch whenever such causes are removed. 8.2 Partial Illegality. If any provision of this Agreement or the application thereof to any party or circumstances shall be declared void, illegal or unenforceable, the remainder of this Agreement shall be valid and enforceable to the extent permitted by applicable law. In such event,the parties shall use their best efforts to replace the invalid or unenforceable provisions by a provision that, to the extent permitted by the applicable law, achieves the purposes intended under the invalid or unenforceable provision. 8.3 Waiver of Compliance. Any failure by any party hereto to enforce at any time any term or condition under this Agreement shall not be considered a waiver of that party's right thereafter to enforce each and every item and condition of this Agreement. 8.4 Notices. All notices and other communications in connection with this Agreement shall be in writing and shall be sent to the respective parties at the addresses set forth below in the signature section, or to such other addresses as may be designated by the parties in writing from time to time in accordance with this Section 8.6,by registered or certified air mail, postage prepaid, or by express courier service, service fee prepaid, or by telefax with a hard copy to follow via air mail or express courier service in accordance with this Section 8.6. All notices shall be deemed received (i)if given by hand, immediately, (ii) if given by air mail, five (5) business days after posting, (iii) if given by express courier service,three (3)business days after delivery to courier service, or(iv) if given by telefax, upon receipt thereof by the recipient's telefax machine as indicated either in the sender's identification line produced by the recipient's telefax machine or in the sender's transmission confirmation report as produced electronically by the sender's telefax machine. 8.5 Counterparts. This Agreement may be executed in counterparts, each of which shall be deemed to be an original and all of which together shall be deemed to be one and the same instrument. 4 ATTACHMENT D: TELE-WORKS, INC: WARRANTY & MAINTENANCE AGREEMENT DOLLAR AMOUNT: $ START DATE: July 7, 2001 END DATE: July 7, 2002 AGENCY NAME: The City of Elgin STATE: IL This Warranty and Maintenance Agreement (Agreement) covers the following terms and conditions for a period of one year from the time the products and services are first installed (Warranty) or for the contracted period defined above(Maintenance). Tele-Works, Incorporated, (Warrantor) 210 Prices Fork Road, Suite C, P.O. Box 663, Blacksburg, VA 24063, warrants to the City of Elgin (Warrantee) that the products and services provided to the Warrantee pursuant to any agreement for the Tele-Works Automated Citizens Information System (ACIS) and/or Tele-Works Voice Response (TVR), to include all hardware and software, shall be free of defects, be in a merchantable condition, and operate in conformance to industry standards for the type of goods and services provided. In the event of a defect, malfunction, or other failure of the product not caused by any misuse or damage to the product while in the possession of the Warrantee, or not caused by changes to database structure, technical configuration or operations of the Warrantee, Warrantor shall repair or replace such product within a reasonable time of notice of such problem, all at Warrantor's sole cost and expense. This warranty specifically covers parts, labor, and service. 1. Warrantor will provide telephone technical support Monday-Friday from 8:30 am to 6:00 pm EST to diagnose problems with the warranted system. Warrantor recognizes most Federal holidays. 2. Warrantor will replace defective components of the warranted system. If a complete system is necessary, Warrantor will ship a replacement within 3 business days of receiving the streaming tape backup and damaged system. Warrantor will provide these replacements at no cost to the Warrantee except where damage has been caused by fire, flood, lightning or other catastrophic event, natural disaster, act of God, act of war or terrorism, riot, civil disorder, rebellion or revolution, court order, or other circumstances beyond the Warrantor's control. If the damage is the result of any of these listed causes, Warrantor responsibility will be limited to temporary replacement of defective items (not to exceed 30 days) or permanent replacement at a charge to the Warrantee not to exceed Warrantor's cost of the items including shipping and reimbursement for any travel expenses incurred by Tele-Works employees. 3. The Warrantee is responsible for maintaining a current software/message backup using the streaming tape drive provided with the system. 4. Warrantor will offer free services during the period of time covered by this Agreement that include but are not limited to: a) free access to the on-line Customer Service Center; including the Scriptware©template library; b) free Monthly Graphical Statistical Report and Evaluation; c) 1 free day of retraining for system administrator(s) when Tele-Works staff is in the immediate locale. 5. Warrantor will provide discounted pricing of certain applications and services during the period of time covered by this Agreement that includes but is not limited to: a) 25% discount for pre-developed application programs and port expansions and a 50% discount for recordings; b) discounted labor rates for site visits and customized programming performed on a contract basis. 6. The maintenance amount extends the first year warranty period and is % of the base market price, plus any added applications. Applications purchased during any expiring year will result in an increase to the annual maintenance cost at the next renewal. For technical support to continue uninterrupted, this signed Agreement must be received along with payment or Purchase Order prior to the expiration of the existing Agreement. certify that The City of Elgin (Signature of Official) agrees to the terms described above. Tele-Works, Incorporated, by: Signature Date ATTACHMENT E: DECtalk END USER AGREEMENT This END USER AGREEMENT, effective 'II (( 7 L1.60-c is entered into by and between Tele-Works, Inc. ("TW") and The City of Elgin ("END USER"). WHEREAS, TW has entered into Runtime License Agreement #QR-CLAM3-34 between Tele-Works, Inc. and Fonix Corporation (FONIX), whereby TW has a nonexclusive right to copy and use DECtalk Software for use as a runtime component of TW's internally developed applications requiring text-to-speech synthesis technology; and WHEREAS, FONIX has granted TW the license to distribute copies of DECtalk Software directly to END USERs provided each END USER enters into an END USER AGREEMENT; NOW THEREFORE, TW and END USER agree as follows: Article 1 — Definitions As used in this Agreement, the following terms shall have the meanings set forth below: 1.01 RUNTIME SOFTWARE shall mean Version 4.51 of DECtalk Software for the Windows 95/98/NT/WIN2K operating system, including any commercially released upgrades which FONIX may distribute to TW pursuant to this Agreement. 1.02 END USER shall mean a third party authorized by TW to use DECtalk technology solely as a component of TW APPLICATIONS and only for the END USER's own internal operation with no right to distribute to others. 1.03 END USER AGREEMENT shall mean the Agreement between TW and the END USER, which incorporates all the requirements of Article 2. 1.04 TW APPLICATIONS shall mean only those applications specified in Runtime License Agreement#QR-CLAM3-34. 1.05 DECtalk TECHNOLOGY shall mean RUNTIME SOFTWARE. Article 2 — End User Agreements 2.01 The END USER is prohibited from using DECtalk TECHNOLOGY for any purpose other than solely as a component of TW APPLICATIONS. 2.02 The END USER is prohibited from copying 1W APPLICATIONS except as may allowed by TW for archival use 2.03 The END USER is prohibited from reverse engineering, reverse compilation, disassembly or decomposition of the RUNTIME SOFTWARE contained in TW APPLICATIONS. 2.04 Ownership and title of the RUNTIME SOFTWARE contained in TW APPLICATIONS does not pass to the END USER, but shall at all times remain with FONIX. 2.05 FONIX is not liable for any damages, whether direct, indirect, incidental, special or consequential arising from the use of TW APPLICATIONS. 2.06 At the termination or expiration of the END USER AGREEMENT, THE City will discontinue use and destroy or return to TW all TW APPLICATIONS and all archival or other copies of TW APPLICATIONS that contain any part of DECtalk TECHNOLOGY. 2.07 The END USER has no right to transfer or distribute TW APPLICATIONS to others. Article 3 —Term and Termination 3.01 This END USER AGREEMENT shall remain in effect until terminated by TW or the END USER by providing thirty days written notice to the other party. 3.02 Under the terms of Runtime License Agreement #QR-CLAM3-34, termination of that Agreement shall not affect existing installations of RUNTIME SOFTWARE in operation. IN WITNESS WHEREOF, each party hereto has as of the above date caused this END USER AGREEMENT to be signed by its duly authorized representative. TELE-WORKS, INC. THE CITY OF ELGIN B'�l .L.a' 'A By Naga Oct,i. athni Name `u `46,;t_, Title 0—E6 Title't,.k;4 "s\4.N L Date '`f (r7 (aoZ Date -2w- o �•�•�OF Ci City of Elgin Agenda Item No. /7/ E reit March 22, 2002 G TO: Mayor and Members of the City Council N FROM: Olufemi Folarin, Interim City Manager CUSTOMER SERVICE SUBJECT: Sole Source Purchase of Automatic Voice Response and Internet E-Commerce System PURPOSE The purpose of this memorandum is to provide the Mayor and members of the City Council with information to award a sole source purchase of an Automatic Voice Response and Internet E-Commerce System to Tele-Works, Inc . BACKGROUND Last summer, the City contracted with a consultant, SD*I Inc . , to conduct a needs analysis and internet technology usage study. The City desired to undergo a rigorous review of its current systems and needs to identify opportunities for Web-enabling technologies of both existing applications and manual processes . Using questionnaires, interviews, and focus groups, the SD*I Team gathered information to identify goals, needs, and requirements for the City' s Web presence, in addition to ideas regarding the use of Web technology internally. Additionally, SD*I performed a review of the City' s infrastructure by testing and evaluating the City' s network, interviewing the MIS Manager, and researching best practices for municipal Web sites . The SD*I Team held a series of meetings in order to assess the City' s need for pursuing e-commerce Web site enhancements and to formulate the recommended approach to achieving the City-wide goals through Web-based initiatives . The consultants recommended that the City upgrade its Web content publishing process, improve the look and feel of the Website to reflect the image of the City, to bring its Website in-house, and to acquire a turn-key, on-line e-commerce solution, to allow for the quickest return on investment in the internet . In the process of the review, the possibility of combining voice interactivity (phone based services) with internet e-commerce was presented to us by Tele-Works, Inc . , a company that has provided turn-key solutions for interactive voice response and e-commerce systems to hundreds of municipal jurisdictions around the country. No other vendor has developed, tested and optimized enhancements for local government applications like Tele-Works . Sole Source Purchase Automatic Voice Response March 22, 2002 Page 2 They have developed many applications beyond the Automated Citizens Information System (ACIS) that can run simultaneously or stand-alone . The synergistic combination of these enhancements has never been matched, which makes the software package unique and qualifies Tele-Works as a sole source provider. Below is a list of software and services criteria that meet the requirement for sole source procurement . 1 . Tele-Works has developed the only computer based Automated Text Information Communicator (ATIC) to provide equal access to automated information for deaf, hard of hearing and physically handicapped citizens using TDD and ASCII type devices, as required by the Americans with Disabilities Act . 2 . Tele-Works Voice Response (TVR) is their Interactive e-Government Solution. Integration programming is custom developed/designed for each customer due to the variety of network protocols, back office data solutions and service objectives . Since their systems have the ability to accommodate customers' needs, not only is the base system and upgrade path a justification for sole source, but the upgrades themselves are also. 3 . Tele-Works' standard and custom software is only available through Tele-Works and operates on standard computer architecture appropriately configured by Tele-Works staff . Tele-Works delivers and installs all systems with software and hardware pre-configured for the required integration. Each user is provided a single-use software license for the number of options or licenses purchased. 4 . Tele-Works' standard Fax-on-Demand feature, coupled with TVR allows the faxing of dynamic and static web content . No other integrated system for local government provides such a service . 5 . Tele-Works' Webware° allows all of the touchtone telephone messages of ACIS to be accessed via the web through a standard PC/browser interface, and to be available to text telephone devices through the optional TDD/ATIC module . Services : The following services are critical to the success of the project and in maximizing the utility of the system. Sole Source Purchase Automatic Voice Response March 22, 2002 Page 3 1 . Over the years Tele-Works has gathered information regarding citizens' most frequently asked questions and as a result created Scriptware© . Tele-Works' Scriptware° is a package of nearly 1 , 000 informational message templates in fill-in-the-blank format . No other vendor offers a comprehensive scripting package developed around the needs of local governments . The lowest price other vendors' charge to develop scripts were $175 per script . This means that the value to us of Scriptware° is over $40, 000 . 2 . Tele-Works also provides a comprehensive Marketing Plan that describes the most effective ways to market our system internally and externally. The Marketing Plan is essentially a step-by-step, "How to. . . " compilation of how other users have successfully marketed their systems . The Marketing Plan provides detail on how to get staff and citizens excited about bringing the system online, introducing the system to the public, accessing and maintaining the system information, sustaining high call volumes and much more . 3 . Tele-Works designs a camera-ready brochure from Scriptware©. This brochure is then printed and distributed to citizens . Tele-Works will also provide a Web Brochure© at no cost . The ability to reuse the content from Scriptware° makes Tele-Works an excellent long-term investment . 4 . Tele-Works has an in-house, state-of-the-art, digital recording studio where voice professionals record system content . These recordings are in the correct format and are easily loaded onto the systems . Tele-Works has designed the implementation process so we have to exert minimal effort, time and money beyond the initial purchase . Tele-Works continually adds value to the services such as adding and/or editing Scriptware° offerings to include new public information sources for their clients . This total package is what legitimizes Tele-Works as being our preferred sole source vendor. Tele-Works systems are not hybridized business applications modified for local government use . Plus, Tele-Works operates exclusively in the local government market . This is evident in the conceptual message and their product-service methodology. . • em. Sole Source Purchase Automatic Voice Response March 22 , 2002 Page 4 The following are just a few of the jurisdictions that have purchased the Tele-Works systems as a sole source procurement : Locality Procurement Downers Grove, IL Sole Source San Diego, CA Sole Source Menomonee Falls, WI Sole Source Jackson County, OR Sole Source St . Charles, IL Sole Source GROUPS/INTERESTED PERSONS CONTACTED MIS Committee . ?FiWINANCIAL IMPACT Funds in the amount of $110, 000 have been budgeted for this project and are available in account number 275-0000-791 . 30-99, Elgin Riverboat Fund, Miscellaneous Professional Services, project number 030028 . The balance of the project budget is for content elP► management software and web site redesign services . LEGAL IMPACT �le source procurement is permitted under Elgin Municipal Code Chapter 5 . 14 . An agreement will need to be prepared. ALTERNATIVES Do not purchase this system from Tele-Works, Inc . RECOMMENDATIONS It is recommended that the City Council approve award of a sole source purchase to Tele-Works, Inc . , in the amount of $81, 700 . Respectfully submitted, Olufemi ,lari • Inte 'm C , .nager JM Attachment , . .. Tele-Works Enhancing Communication Between Governments and their Citizens ,...le„, e=Works Estimate To: The City of Elgin From: Tele-Works, Incorporated Jeff Massey Nicole Haskins 150 Dexter Court P.O. Box 663 Elgin, IL 60120 Blacksburg, VA 24060 Phone: 847-931-5642 Phone: 540-951-6462 Date: 3/15/02 REF: Tele-Works, Inc. Estimate # OF PAGES: 1 Dear Mr. Massey: Tele-Works appreciates the opportunity to provide you with the following estimate. This quotation is an estimate only. Please refer other disclaimers regarding this pricing below. Project Description: The project estimate below is for web and phone convergent e-government system Product— Unit Name Product Unit Description Costs* Passive Backplane— Industrial Grade Chassis System Platform $ 12,000 • 4-Port w/Fax-on-Demand ACIS Module • Scriptware©/Custom Service Center • Professional Recordings $ 11,500 • Marketing Plan/Camera/Web-Ready Brochure • WebWare© Call Out Outbound call and survey tool $2,000 E-Crm Citizen request and information tool $2,000 Call Transfer Call router between Departments Included TVR Software Telephoner Mark=up Language Software ___ TVR $11,500 TVR Application # 1 Vermont Systems RecTrac $ 15,000 TVR Application #2 Utility Billing Application $ 15,000 e-Payment Module e-Commerce & Payment Processing Functions $ 11,500 Sub Total $_80,500_ Installation Per Visit $ 1,200 Estimated Grand Total $ 81,700 Estimated Annual Maintenance Calculated at 15% of total price, after warranty $12,255 Note: a one-year warranty is included with all systems * This estimate expires as of March 1, 2003 *Disclaimers: TVR Application Development prices are good-faith estimates only and are provided for the purpose of documenting an estimated project price for budgeting purposes. This quote does not constitute a "not-to-exceed" quote. This quote does not include integration, when 0011. required, with back-office data hosts. This quote does not include Application Programmers Interface (API) kits and/or fees, when required,to perform work.In order to attain a"final quote",the user must specify and submit TVR application requirements with an official Tele-Works"Scope of Work"form. Scope of Work forms are available on-line at http://www.tele-works.com/form scope.shtml. Following submission,a Tele-Works representative will contact you,and/or your data provider to determine and disclose to you any fees required to develop the application you specify. Please,serious inquires and submissions only. Following evaluation, a final quote will be provided disclosing all applicable fees and terms associated with the project from Tele-Works. NOTES: 1)Phone line installation or support costs are not included, 2)Digital line configurations require ISDN PRI Support 3)While Marketing Services(i.e.camera ready brochures)are provided,production and distribution costs for marketing efforts are not included.