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12-166
Resolution No. 12-166 RESOLUTION AUTHORIZING EXECUTION OF AN IMPLEMENTATION SERVICES AGREEMENT WITH UNISYS CORPORATION FOR CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) SOLUTION AND BUILD OUT OF A 311 CALL CENTER BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN, ILLINOIS,that Sean R. Stegall, City Manager, be and is hereby authorized and directed to execute an Implementation Services Agreement with Unisys Corporation on behalf of the City of Elgin for Constituent Relationship Management(CRM)solution and build out of a 311 Call Center,a copy of which is attached hereto and made a part hereof by reference. BE IT FURTHER RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN, ILLINOIS, that Sean R. Stegall, City Manager,be and is hereby authorized and directed to execute the subject Implementation Services Agreement and the documents associated therewith. s/ David J. Kaptain David J. Kaptain, Mayor Presented: November 14, 2012 Adopted: November 14, 2012 Omnibus Vote: Yeas: 6 Nays: 0 Attest: s/Kimberly Dewis Kimberly Dewis, City Clerk 1 IMPLEMENTATION SERVICES AGREEMENT This Implementation Services Agreement(the "Agreement") is made as of the 29`h of October, 2012 (the "Effective Date"), by and between the City of Elgin, a municipal corporation organized and existing under the laws of the State of Illinois with its principal place of business located at 150 Dexter Court, Elgin, Illinois 60120 (the"City"), and Unisys Corporation, a Delaware corporation with its principal place of business located at 801 Lakeview Drive; Blue Bell, Pennsylvania 19422 ("Unisys"). WHEREAS, the City desires to engage Unisys to furnish certain professional services in connection with the City's 311 initiative pertaining to a Constituent Relationship Management Solution and Build Out of a 311 Call Center: and WHEREAS, Unisys represents that it has the necessary skills and experience to furnish such services upon the terms and conditions set forth herein. NOW, THEREFORE, it is hereby agreed by and between the City and Unisys that the City does hereby retain Unisys for and in consideration of the mutual promises and covenants contained herein, the sufficiency of which is hereby acknowledged to perform the services relating to the Project as defined herein, subject to the following terms and conditions and stipulations, to-wit: 1. Overview of Agreement These terms and conditions set out the terms under which Unisys will supply services to the City for the Project. The specific services to be delivered for the Project are set out in the Statement of Work for Constituent Relationship Management("CRM") Solution and Build Out of a 311 Call Center dated October 29, 2012 , including all appendices and attachments thereto (collectively, the "Statement of Work" or "SOW"). The Statement of Work and the following certifications are attached hereto and are hereby incorporated into the Agreement: Sub Section B —City of Elgin, Illinois Sexual Harassment— Policies and Program. Sub Section C—City of Elgin, Illinois Certification Requirements: and Sub Section D — City of Elgin, Illinois Equal Employment Written Commitment Guidelines Sub Section E— City of Elgin, Illinois Tax/Collusion/Debarment/Prevailing Wage/Legal Status of Employees Affidavit 2. Definitions The following terms will have the following meanings: 2.1 "311 Call Center" is the City's infrastructure, as modified by Unisys to leverage the SFDC platform, and the collection of City agents (including any other staff) that take non-emergency calls from the City's constituents and provide appropriate support. 2.2 "Acceptance Tests" means tests based on objective criteria agreed and documented in the Requirements Definition demonstrating that the System or Modules meet the Specifications. 2.3 "Change Request" means a document used by either party to request changes to the Statement of Work. - 1 - c• • 2.4 "City Data" means any and all information that the City has either provided or made available to Unisys under this Agreement, including without limitation text, graphics, names, marks, logos, constituent and customer information, hypertext links to other Web sites under control by the City, other City specific information incorporated in, transmitted through, published or displayed on the System. City Data includes all electronic data in the System. 2.5 "City Project Manager" as defined in Section 5.3. 2.6 "City Review Period" means the period of time for which the City will make commercially reasonable efforts to complete a review of a deliverable as set out in the SOW following its delivery to the City. If no period is set out in the SOW for a particular deliverable, then the City Review Period shall be five (5) working days. 2.7 "Compliant Invoice" as defined in Section 19.2. 2.8 "Confidential Information" as defined in Section 23.1(a). 2.9 "Constituent Relationship Management Solution" means the SFDC platform as configured by Unisys in accordance with the Specifications that supports the 311 Call Center. 2.10 "Deliverables" as defined in Section 4.2(a). 2.11 "Effective Date" as defined in the introductory paragraph of the Agreement. 2.12 "Module" means a discrete and identifiable part of the System. 2.13 "Post Acceptance Support Period" means an agreed period of time following successful completion of User Acceptance Tests when Unisys will assist the City by supplying qualified personnel, subject to availability, to advise and consult with the City. 2.14 "Pre-Existing Intellectual Property" as defined in Section 4.2(b)(i). 2.15 "Project" means the Services, tasks and deliverables described in the SOW. 2.16 "Project Management Plan" means the mutually agreed upon detailed plan for administering the Project, which includes, but is not necessarily limited to, the Project Plan, the Resource Plan, and the Risk Management Plan, all of which are provided for in the Statement of Work. The Project Management Plan is updated during the course of the Project to take account of evolving circumstances. The change order process will be utilized to address changes in the scope of the Project. 2.17 "Project Team" means the team managed by Unisys which provides Services. The Project Team may include City personnel and subcontractors approved or appointed by Unisys. 2.18 "Requirements Definition" means the documents defining the requirements for the System, the Modules, and associated configuration settings, including the functional requirements documents, acceptance criteria and Acceptance Test procedures. The components of the Requirements Definition are included in the Statement of Work and include any and all mutually agreed upon updates thereto throughout the Project. 2.19 "Services" means any services to be provided by Unisys to the City under this Agreement to configure the Constituent Relationship Management Solution and the build out of the City's 311 Call Center in accordance with the Specifications, and any services provided on a time and materials basis as set forth in the SOW. 2.20 "SFDC" means Salesforce.com, Inc. 2.21 "Specifications" means the agreed specifications for the Constituent Relationship Management Solution, Modules, interfaces, configuration settings to software, and other elements of the Project set out in the Requirements Definition, as modified in accordance with the change control - 2 - t provisions of this Agreement. The Specifications shall include design documents, configuration design documents, use cases, test plans, and test scripts. 2.22 "Statement of Work" or "SOW" refer to the definition in Section 1. 2.23 "System" means the combination of deliverables, including configurations and modifications to the SFDC platform, delivered by Unisys which are to be tested following configuration and integration services for compliance with the Specifications. 2.24 "Unisys Project Manager" as defined in Section 5.3. 3. Term of Agreement Unisys shall commence the performance of this Agreement upon receipt of a fully-executed copy of this Agreement from the City. This Agreement will be a three year agreement, expiring three(3)years from the Effective Date. The Services will be targeted for completion in accordance with the timelines contained in the SOW. Part I- Proiect Organization and System Integration 4. Systems Integration /Statement of Work 4.1 Generally - Subject to the terms and conditions of this Agreement and the SOW, Unisys shall provide the necessary and appropriate resources to perform all of the Services in accordance with this Agreement, which Services shall result in the City receiving a Constituent Relationship Management Solution. Notwithstanding anything to the contrary in this Agreement, the City shall look solely to SFDC for any warranty, remedy, performance or indemnity matters pertaining solely to the SFDC platform. 4.2 Deliverables and Ownership (a) Deliverables In carrying out its Services, Unisys must prepare or provide to the City the deliverables set forth in the SOW. "Deliverables" may include imported City Data, City-specific configured service request items, design documents, testing plans, training plan and training materials, custom integrations to other City-provided software systems and other tangible materials authored or prepared by Unisys for the City as may be required by this Agreement and the SOW or as otherwise mutually agreed to in writing by the parties. (b) Ownership (i) PRE-EXISTING TECHNOLOGY. Each party acknowledges and agrees that, as between the parties, each party is and shall remain the sole and exclusive owner of all right,title, and interest in and to its services, products, software, source and object code, specifications, designs.. processes,techniques, concepts, improvements, discoveries, and inventions including and all associated intellectual property rights thereto, including without limitation any modifications, improvements, or derivative works thereof, created prior to or independently during the term of this Agreement, and any extension term of this Agreement(the"Pre-Existing Intellectual Property"), and that this Agreement does not affect such ownership of each party's Pre-Existing Intellectual Property. Each party acknowledges that it acquires no rights under this Agreement to the other party's Pre-Existing Intellectual Property other than any limited rights explicitly granted according to this Agreement. (ii) SPECIFICALLY COMMISSIONED DEVELOPMENT UNDER A SCOPE OF WORK. Subject to the ownership rights specified in Section 4.2(b)(i)above and any restrictions imposed upon the City - 3 - i and Unisys by any third party licensor of such third party's software(including those set forth in Section 8 below),the work product of any other software development under this Agreement shall be jointly owned by the parties without accounting to the other party. (iii) The City will retain all right, title and interest in the City Data. Unisys has no right, title, or interest in the City Data. Unisys must not use City Data other than in connection with providing the System and the Services. (iv) The parties acknowledge that: (a) as part of Unisys provision of the Services hereunder, Unisys may utilize its Pre-Existing Intellectual Property; and (b) Unisys Pre-Existing Intellectual Property and Unisys administrative communications, records, files and working papers relating to the Services shall remain the sole and exclusive property of Unisys; provided, however, that if Unisys Pre-Existing Intellectual Property is contained in any Deliverable, Unisys hereby grants the City a perpetual, fully paid, royalty-free, nonexclusive, nontransferable right to use, reproduce, modify and display that portion of the Deliverable constituting Unisys Pre-Existing Intellectual Property for its own internal purposes and to grant sublicenses to governmental entities in the neighboring communities and municipalities within a thirty mile radius of the City's borders. (v) The parties further acknowledge that Unisys is hereby granted a license to use the City's Pre- Existing Intellectual Property, as applicable, and any derivative works made thereto during the term of this Agreement, solely for purposes of carrying out its duties hereunder. 43 The City may order additional services in accordance with the Change Request procedures or through agreement of an additional Statement of Work. 4.4 Timing of Work - The Project is divided into phases as set forth in Section 6 below, and the specific milestones are set forth in the SOW. The City recognizes that some activities may be performed concurrently and that efficient use of the resources available to the Project Team and the goal of meeting the planned timetable may mean that activities in subsequent phases are commenced during an earlier phase. 4.5 Standards and Timeliness of Performance— Unisys must perform all Services required of it under the Agreement with that degree of skill, care and diligence normally shown by a contractor performing services of a scope, purpose, and magnitude comparable with the nature of the Services being provided under the Agreement. Subject to delays caused by the City, Unisys will make commercially reasonable efforts to provide the System, Services, and Deliverables within the time frames required under the Statement of work. 5. Personnel and Project Administration 5.1 Adequate Staffing - Unisys must, upon receiving a fully executed copy of this Agreement, assign and maintain during the term of this Agreement and any extension of it, a staff of competent personnel that is fully equipped and qualified to perform the Services. All personnel necessary for the effective performance of the Services shall be employed by Unisys and its designated subcontractors and shall be qualified to perform the Services. Unisys shall not change the personnel that have been expressly assigned to perform Unisys obligations under this Agreement, unless the change is beyond the reasonable control of Unisys or by request of the personnel (so long as such request is not a pretext to circumvent the purpose of this subsection). If for any reason such personnel will cease to be available for the performance of Unisys' obligations to provide the Services, Unisys shall notify the City thereof without delay and use all reasonable efforts to promptly replace such personnel with another person of at least equal experience, competence, skills, and abilities. If possible, such replacement personnel will spend at least one week with the departing personnel to be replaced to effect a smooth transition. -4 - � T 5.2 Cooperation and Forms - The parties acknowledge that cooperative project administration is essential to the success of the Project. Both parties agree to use mutually agreed processes and forms to report progress and to identify, track, and resolve problems, issues, and questions. Unless otherwise agreed by the parties during the Project, the processes will be based on Unisys methodologies and will be recorded in the Project Management Plan. 5.3 Project Management - Unisys shall assign a project manager to manage the Services (the "Unisys Project Manager"). The City shall assign a project manager (the "City Project Manager") to work collaboratively with the Unisys Project Manager in a mutually beneficial manner to work towards the success of the Project. Each party's project manager shall be the primary representative of the party in relation to administration, coordination, and other matters relative to the Services and the Project. Each party may rely on the authority of the other party's project manager to represent its respective company, provided that neither project manager shall have the authority to amend or modify this Agreement. 5.4 Non-Solicitation of Employees - Unless otherwise agreed in writing by authorized representatives of the parties, neither party may solicit the services (by way of employment or otherwise) of the other party's personnel involved in the Project during the Project and for the period ending twelve months after the individual stops working on the Project. 5.5 Written Communication - All communications which may affect cost or time of completion, shall be made or confirmed in writing. The City Project Manager or the Unisys Project Manager may also require other communications by Unisys be made or confirmed in writing. 5.6 Compliance with Policies and Procedures - Unisys shall be responsible for the direct control and supervision of its personnel and its subcontractors utilized to perform Services on behalf of Unisys. The Services will be performed either at City locations or Unisys-approved locations. For the performance of the Services which require the presence of any Unisys personnel or its subcontractors at any City facility, Unisys shall (i)comply with the City's rules, policies, and regulations for conduct which have been provided in writing to the Unisys Project Manager in advance: and(ii) otherwise conduct themselves in a businesslike manner. 6. Requirements Definition and Design Phases and Testing 6.1 Requirements Definition Phase - The Requirements Definition is attached in Appendix D (Scope and Requirements) of the SOW and further detailed in Section 2 of the SOW, which defines the scope of the Project and the Specifications. 6.2 System Design Phase - In the design phase, the validated Requirements Definition is converted into design documents which identify and describe the specific information processing functions to be provided and the associated software and equipment components of the integrated system and descriptions of individual technology components in a level of detail sufficient to allow the Project Team to produce, acquire, develop, and test the required components. The resulting design documents will serve as the basis for the acceptance criteria that will be used for Acceptance Tests. 6.3 Interpretation of Requirements - Requirements and Specifications may be interpreted in deliverables. In the event of a contradiction, conflict, or inconsistency between prior statements of requirements and Specifications and a later approved deliverable, the contradiction, conflict, or inconsistency will be resolved in favor of the latest approved deliverable. 6.4 Testing Phase - During this phase Unisys will (i) define the system test plan, the user test plan, and the integration test plan, (ii) create test cases and test scripts and (iii) conduct the system, user and integration test, all of which shall be subject to review and approval by the City. Refer to Section 11.7 below for further details on user acceptance testing. - 5 - i t 7. Section Intentionally Left Blank 8. Customization and Development If the Statement of Work requires the delivery of customized software, then the Project Team will provide services to produce such customized software in accordance with the Specifications. It is understood that for purposes of this Agreement, customizations to the SFDC platform shall refer to configuration changes or modifications made to the SFDC platform. It is acknowledged and agreed that SFDC does not allow changes to be made to the core component of the SFDC software. However, SFDC does provide tools that allow parties to configure or modify (within certain parameters established by SFDC) the meta-layer of the SFDC software to meet specific requirements. It is within these boundaries that Unisys will be configuring and modifying the SFDC platform under this Agreement. 9. Change Control If the City requires a change to the Services being provided under this Agreement, the parties shall follow the change control process defined in the Statement of Work. All change orders shall be governed by the terms and conditions of this Agreement except as expressly specified otherwise by the terms of such change order. 10. City Resources and Responsibility 10.1 The parties acknowledge that cooperation and teamwork by both parties is essential to the success of the Project. The City agrees to provide the resources described in the Statement of Work, at no charge to Unisys and in conformance with the timetable defined in the Project Management Plan. The City agrees not to unreasonably withhold or delay the provision of any agreement, acceptance, information, assistance or other resource reasonably required, or requested, of the City hereunder. 10.2 The City shall provide all information, data, and documentation reasonably required by Unisys to deliver the Services and System. With respect to any software, documentation, interfaces, data, or specifications supplied by the City ("City Information"), the City warrants to Unisys that it has the right to use and to disclose to Unisys all City Information so provided. The City will, at its own expense, indemnify and hold Unisys harmless against any loss or damage arising from any third party claim based on the absence of such right in whole or in part. The City shall be responsible for compliance with and instructions relating to all legal and regulatory requirements governing the City's operations. 10.3 The City shall make commercially reasonable efforts to respond within no more than five (5) business days to any Unisys request for direction, information, approvals, or decisions that are reasonably necessary for Unisys to perform services in accordance with the Project Management Plan or Statement of Work. 10.4 Operating Responsibilities: The City is responsible for maintaining back-up data necessary to replace City Data that may be lost or damaged. 11. City Review and Acceptance Procedures 11.1 This Section I 1 applies to the review by the City of all deliverables. 11.2 Review and approval of the deliverables will be for the purpose of determining compliance with agreed to Specifications and formats, not for the purpose of introducing new requirements. 11.3 By the end of the City Review Period for any deliverable, the City shall: (a) accept the deliverable as complying with the Specifications; or - 6 - l T (b) provide a written statement identifying in reasonable detail all deviations between the deliverable and its Specifications. If any deviations from the Specifications require only minor corrections and do not materially affect the functional operation of the System or a Module thereof, then the deliverable will be considered accepted and the deviations will be corrected within an agreed period after acceptance. Where possible, the City will review and approve or return portions of a deliverable and not wait until the total deliverable is reviewed to deliver comments. 11.4 If the City provides a written statement that identifies deviations from the Specifications, then Unisys will make corrections as soon as reasonably possible and the City will promptly execute specific tests or review procedures to verify the corrections. Reviews of corrective actions taken in response to reported deviations will be conducted in shorter time periods than the full reviews and will be limited to review of the corrective action and its impact on other parts of the deliverable. For deliverables produced on a time and materials basis, the correction efforts will be made on the same time and materials basis. 11.5 Unisys and the City shall work diligently to achieve acceptance of deliverables at the earliest possible date. Acceptance will occur upon the earlier of. (a) the date the City accepts the deliverable in accordance with Section 1 1.3- or(b) the date the City processes live data through the System for purposes other than carrying out Acceptance Tests. 11.6 Unisys shall be entitled to rely on the City's acceptance of a deliverable in performing later phases of the Project. 11.7 Where the SOW specifies that the City review and acceptance procedures for a given deliverable include an Acceptance Test, the following additional procedures apply: (a) Test data, scripts, and procedures shall be prepared by the Project Team in accordance with the Project Management Plan. It is acknowledged that the Project Team may use such items during the Project before formal testing to preliminarily identify problems and deviations from Specifications and to rectify or correct them as part of the development process. (b) User Acceptance Tests shall be carried out by the Project Team for the continuous period set forth in the Statement of Work unless mutually rescheduled by the parties in writing. (c) The City shall use agreed procedures and forms to promptly report to Unisys all significant deviations from the Specifications detected during the Acceptance Tests. Any alleged deviation must be reported to Unisys in writing in sufficient detail to allow Unisys to recreate it. Unisys will attempt to correct as many such deviations as possible during the Acceptance Test. Uncorrected deviations shall be included in a final report for corrective action. 12.Post Acceptance Support Period Unisys will assist the City by supplying qualified personnel, subject to availability, to advise and consult with the City following acceptance. The services to be provided during the Post Acceptance Support Period shall be provided by Unisys on a time and materials basis as set out in the Statement of Work. 13. Section Intentionally Left Blank 14. Section Intentionally Left Blank 15. Section Intentionally Left Blank 16. Section Intentionally Left Blank 17. Section Intentionally Left Blank - 7 - L 1 18. Section Intentionally Left Blank Part II- General Conditions 19. Compensation 19.1 Basis of Payment - The City will pay Unisys according to the pricing schedule in the Statement of Work and in accordance with this Agreement. 19.2 Method of Payment Unisys shall submit itemized invoices to the City (i) according to the table identified in Section 5 Schedule and Pricing of the SOW for the fixed fee Services and (ii) monthly for those services performed on a time and material basis and related travel expenses incurred that month; in such detail as the City may reasonably request and in accordance with the Statement of Work to: City of Elgin 150 Dexter Ct. Elgin, IL 60120 Attn: Dan Ault, Management Analyst All invoices must include the project name, purchase order number, description of services, and invoice total (a "Compliant Invoice"). Unisys shall promptly provide the City with all documentation reasonably necessary to support such invoices. The City shall pay all undisputed portions of a Compliant Invoice to Unisys within thirty (30) days after receipt of such Compliant Invoice. The City may withhold payment of any amount invoiced by Unisys (or any portion thereof) that the City in good faith disputes as due or owing provided: (a) the City notifies Unisys in writing of the dispute within fifteen (15) business days after receipt of a Compliant Invoice and (b) the City agrees to endeavor to resolve all disputes regarding amounts payable promptly, and in any event within sixty (60) days following the due date. The failure of the City to pay a disputed invoice, or to pay the disputed portion of an invoice, shall not constitute a breach or default by City hereunder, nor will it relieve Unisys of its obligations to provide Services while the disputed amount is being resolved, so long as the City complies with the provisions of this Section; provided, in the event such dispute is not resolved within the above sixty (60) day time period, such dispute shall be addressed through the provisions of Section 30 (Dispute Resolution/Arbitration) and, in the event of such a dispute, the parties shall diligently pursue an expedited resolution thereof. If it is resolved that some or all of the amount in dispute ought properly to have been paid at the time it was first invoiced,then the City shall pay the amount finally resolved, together with interest at the rate specified in the preceding paragraph above. 19.3 Funding - Unisys acknowledges and agrees that any expenditure or financial obligation of the City beyond the current fiscal year shall be deemed a contingent liability of the City, subject to appropriation in the subsequent fiscal year's budget. Such appropriation shall be evidenced by issuance of a valid purchase order. In the event that the City does not appropriate the necessary funds for the City to satisfy its obligations hereunder beyond the then-current fiscal period, the City shall notify Unisys thereof in writing and shall not be deemed in breach of this Agreement, and Unisys sole remedy shall be to terminate all or any portion of this Agreement. In such event, (a) the City will be liable for any accumulated payments due up to the effective date of the new fiscal year and (b) Unisys will stop performing any terminated Services upon the earlier of the effective date of such termination or. notwithstanding Section 27.2(b), upon non-payment for such Services. . 19.4 Section Intentionally Left Blank - 8 - J l 1 19.5 Delays - The estimated timetable and price of the Services activities are dependent on the parties performing their respective obligations under the Agreement on a timely basis in accordance with its terms. Notwithstanding anything in this Agreement to the contrary, if Unisys incurs a material delay caused solely by the City and/or the City's other contractors either through individual delays or an aggregate of delays that impacts the timetable and/or the associated charges, in which case Unisys will advise the City of such impact and may result in a Change Order to account for any additional time and/or corresponding charges that will be subject to approval by the City, with the understanding that such approval shall not be unreasonably withheld or delayed. It is understood and agreed that due to the tight nature of the project plan for the Project, for purposes of this Section 19.5 a material delay is defined as either an individual delay or delays in aggregate solely caused by the City and/or the City's other contractors that result in a delay to the project plan of fifteen (15) business days. However, in the event of such delays, Unisys will use commercially reasonable efforts to try to mitigate the impact of the delay on the time table and associated charges. 20. Section Intentionally Left Blank 21. Taxes The City represents that it is exempt from sales and use taxes, property taxes and income taxes. 22. Insurance 22.1 Insurance Coverages - Unisys shall purchase, pay for, and maintain in effect, during the term of this Agreement, the insurance coverages and requirements outlined below: (a) Comprehensive Liability. General liability insurance with limits of at least $1,000,000 aggregate for bodily injury and $1,000,000 aggregate for property damage. (b) Comprehensive Automobile Liability. Comprehensive Automobile Liability Insurance covering all owned, non-owned and hired motor vehicles with limits of not less than $1,000,000 per occurrence for bodily injury and/or property damage. (c) Combined Single Limit Policy. The requirements for insurance coverage for the general liability and auto exposures may be met with a combined single limit of$1,000,000 per occurrence subject to a $1,000,000 aggregate. (d) Professional Liability. Unisys shall carry Professional Liability Insurance covering claims resulting from error, omissions or negligent acts with a combined single limit of not less than $15,000,000 per claim. A Certificate of Insurance shall be submitted to the Unisys Project Manager as evidence of insurance protection. The policy shall not be modified or terminated without thirty (30) days prior written notice to the Unisys Project Manager. 22.2 Certificate of Insurance - Unisys shall deliver to the City Project Manager a Certificate of Insurance naming the City as additional insured to the extent of the liabilities assumed by Unisys as set forth in Section 26 of this Agreement. The policy shall not be modified or terminated without thirty(30) days prior written notice to the City Project Manager. The Certificate of Insurance shall include the contractual obligation assumed by Unisys under Section 26 entitled "Indemnification". This insurance shall be primary and non-contributory to the extent of the liabilities assumed by Unisys as set forth in Section 26 of this Agreement to any other insurance or self-insurance programs afforded to the City. There shall be no endorsement or modification of this insurance to make it excess over other available insurance. - 9 - I 23. Protection of Confidential Information 23.1 General (a) The parties acknowledge and agree that during the term of this Agreement, each party will need to disclose its confidential information (the "disclosing party") to the other party (the "receiving party'). The parties will keep in confidence and protect their respective Confidential Information from disclosure to third parties and restrict its use as provided in this Agreement. Such information shall be defined herein as "Confidential Information" if it is either(a) marked by the disclosing party with an appropriate legend to inform the receiving party of its confidential nature or (b) based on the its content or the nature under which it was provided should reasonably be understood by the receiving party to be confidential which (i) for the City includes, but is not limited to all deliverables and reports, data, findings, or information in any form prepared, assembled, or encountered by or provided by Unisys under this Agreement, except as specifically authorized in this Agreement or as may be required by law and (ii) for Unisys includes, but is not limited to technical information in the form of designs, specifications, interfaces, processes, and future product plans, except as specifically authorized in this Agreement or as may be required by law. Electronic information will be deemed adequately marked if a confidential legend displays when the information originally runs on a computer system and when the information is printed from its data file. Further, in the event Confidential Information is disclosed in other than tangible or electronic form, the disclosing party shall inform the receiving party of its confidential nature at the time the Confidential Information is disclosed. (b) The receiving party may not use the disclosing party's Confidential Information for any purpose other than in connection with providing/receiving the Services. Neither party shall allow the other party's Confidential Information to be made available to any other individual or organization without the prior written consent of the City. Further, all documents and other information provided to Unisys by the City, including City Data, are Confidential Information and must not be made available to any other individual or organization without the prior written consent of the City. Unisys must implement such measures as may be necessary to ensure that its staff and its subcontractors are bound by the confidentiality provisions in this Agreement. (c) The receiving party agrees that it will treat the disclosing party's Confidential Information with the same degree of care as it accords to its own Confidential Information, and the receiving party represents that it exercises at least a reasonable standard of care to protect its own Confidential Information. Confidential Information will not be copied, in whole or in part, except when essential for authorized use under this Agreement. Each copy, including its storage media, will be marked by the party making the copy with all notices which appear on the original. Notwithstanding anything herein to the contrary, Unisys acknowledges that the City is subject to the Illinois Freedom of Information Act (51LCS140/1 et seq.) and all information in the City's possession may be regarded as a public record subject to disclosure, and any disclosure by the City pursuant to the foregoing shall not be deemed a breach of the City's obligations hereunder. (d) The obligations stated in this Section 23 do not apply to Confidential Information: (a) already known to the recipient at the time of disclosure; (b) independently generated by the recipient and not derived from the Confidential Information supplied by the disclosing party; (c) known or available to the public, except where such knowledge or availability is the result of unauthorized disclosure by the recipient of the Confidential Information; (d) disclosed to the recipient without a similar restriction by a third party who has the right to make such disclosure; or (e) required to be disclosed by the recipient by law, regulation, Court order, or other legal process. 23.2 Employees - Each party will inform its respective employees of the obligations under this Section 23. - 10 - 23.3 Survival - This Section 23 will survive termination or cancellation of this Agreement. 24. Warranties and Disclaimers 24.1 General (a) Acceptance Tests in accordance with agreed criteria and procedures provide the mechanism for determining whether the System and customized parts of it meet the City's requirements as set out in the Requirements Definition. Unisys shall correct defects discovered during testing in accordance with the acceptance test procedures of the Agreement. Services during the Post Acceptance Support Period purchased by the City can be used to correct deviations from Specifications and make changes to the System and Modules following acceptance. In addition, individual Products may have warranties provided by the manufacturer or licensor. Unisys makes no representation or warranty with respect to non Unisys products provided to the City, all of which are sold or licensed to the City "AS IS". The City agrees to look solely to the warranties and remedies, if any, provided by the manufacturers or licensors of such products. Unisys will provide assistance to the City in seeking warranty service from the third party manufacturer or licensor. (b) Each party hereto separately represents and warrants to the other party that it has full corporate power and authority to enter into this Agreement and that the execution and delivery of this Agreement and the carrying out of the transactions contemplated by this Agreement have been duly and validly authorized by all necessary corporate action and do not violate any provision of its charter, certificate of incorporation or by-laws. (c) Each party represents and warrants that it shall comply with all laws and regulatory requirements applicable to the conduct of its business. 24.2 Warranties and Representations - In connection with signing and carrying out this Agreement, Unisys agrees to the following statements as set forth below: (a) Unisys is competent to perform the Services and will provide personnel possessing suitable training and skills to carry out the Services in a timely, competent, and workman like manner and in accordance with the requirements of this Agreement; (b) Upon Go Live (as defined in the attached SOW), the System will operate in substantial accordance with the Specifications for a period of forty five (45) calendar days thereafter; (c) Unisys will not knowingly use the services of any ineligible contractor or subcontractor for any purpose in the performance of its Services under this Agreement; (d) Unisys and its subcontractors are not in default at the time this Agreement is signed, and have not been deemed by the City to have, within five (5)years immediately preceding the date of this Agreement, been found to be in default on any contract awarded by the City; (e) To the best of its knowledge, Unisys and its subcontractors presently have no direct or indirect interest in and will not acquire any direct or indirect interest in any project or contract that would conflict in any manner or degree with the performance of its Services under this Agreement and Unisys and its subcontractors will not knowingly assign any person having any conflicting interest to perform any Services under this Agreement or allow them to have access to any Confidential Information; (f) As of the Effective Date, there is no outstanding.. pending litigation, or arbitration reasonably expected to have a potential or actual material adverse effect on Unisys ability to fulfill its obligations hereunder; (g) Unisys acknowledges that any certification, affidavit or acknowledgment made under oath in connection with this Agreement is made under penalty of perjury and, if false, is also cause for termination under Sections 3.3 and 3.4 of this Agreement; and - 11 - No Unisys warranties under this Agreement shall apply in the case where any such failure of Unisys to meet the obligations of such warranty substantially results from any abuse, misapplication, or other factor caused by or under the control of the City or any of its employees, officers, agents, or third party contractors which are outside of the control of Unisys. 24.3 Disclaimer-EXCEPT AS EXPRESSLY STATED IN THESE TERMS AND CONDITIONS, ALL CONDITIONS AND WARRANTIES,EXPRESS OR IMPLIED, BY OPERATION OF LAW OR OTHERWISE ARE HEREBY EXCLUDED. REPRESENTATIONS NOT EXPRESSLY STATED IN THE REQUIREMENTS DEFINITION ARE SPECIFICALLY DISCLAIMED BY UNISYS. UNISYS DOES NOT WARRANT THAT THE SYSTEM WILL MEET CLIENT REQUIREMENTS NOT EXPRESSED IN THE REQUIREMENTS DEFINITION. UNISYS DISCLAIMS ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. 25. Limitation of Liability 25.1 Limitation of Liability on Unisys - NOTWITHSTANDING ANYTHING ELSE IN THIS AGREEMENT TO THE CONTRARY,IN NO EVENT: (A) SHALL EITHER PARTY BE LIABLE TO THE OTHER PARTY FOR INDIRECT,INCIDENTAL, CONSEQUENTIAL, SPECIAL,PUNITIVE, OR EXEMPLARY DAMAGES (EVEN IF SUCH OTHER PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES),INCLUDING,WITHOUT LIMITATION,CLAIMS IN THE NATURE OF LOST REVENUE, INCOME, OR PROFITS; (B) SHALL UNISYS BE LIABLE TO THE CITY FOR LOSS OF OR DAMAGE TO CITY DATA EXCEPT IN THE INSTANCE OF WILLFUL MISCONDUCT; (C) SHALL UNISYS BE LIABLE TO THE CITY FOR CLAIMS,DEMANDS OR ACTIONS AGAINST THE CITY BY ANY PERSON,EXCEPT AS PROVIDED IN SECTION 26; NOR(D) SHALL EITHER PARTY BE LIABLE TO THE OTHER PARTY WITH RESPECT TO ANY SUBJECT MATTER OF THIS AGREEMENT UNDER ANY CONTRACT,NEGLIGENCE, STRICT LIABILITY,OR OTHER LEGAL OR EQUITABLE THEORY FOR ANY AMOUNTS IN EXCESS, IN THE AGGREGATE,ONE HUNDRED FIFTY PERCENT OF THE SERVICE FEES PAID BY THE CITY TO UNISYS HEREUNDER FOR SERVICES RENDERED BY UNISYS OVER THE PRECEDING TWELVE (12) MONTHS OR,IF PRIOR TO THE TWELTH MONTH FOLLOWING THE EFFECTIVE DATE OF THIS AGREEMENT,THE GREATER OF ONE HUNDRED FIFTY PERCENT OF THE FEE ESTIMATE REFLECTED IN THE THEN- CURRENT STATEMENT OF WORK OR ONE HUNDRED FIFTY PERCENT OF THE FEES PAID TO DATE. NOTWITHSTANDING CLAUSE (B) ABOVE,IF UNISYS CAUSED THE LOSS OF,OR DAMAGE TO,THE CITY'S INFORMATION OR DATA,UNISYS WILL ASSIST THE CITY(AT UNISYS EXPENSE)IN RESTORING SUCH INFORMATION OR DATA FROM AVAILABLE BACK-UPS PROVIDED BY THE CITY. THE EXCLUSIONS AND LIMITATIONS OF THIS SECTION DO NOT APPLY TO ANY BREACH BY EITHER PARTY OF ITS OBLIGATIONS UNDER SECTION 23 (PROTECTION OF CONFIDENTIAL INFORMATION),OR AMOUNTS PAYABLE PURSUANT TO SECTION 26 (INDEMNIFICATION), OR LIABILITY ARISING FOR BODILY INJURY OF A PERSON TO THE EXTENT CAUSED BY THE PARTY'S NEGLIGENT ACTS OR OMISSIONS,GROSS NEGLIGENCE, OR WILFULL MISCONDUCT. THE LIMITATION OF LIABILITY ALSO DOES NOT APPLY TO ANY CHARGES OWED BY THE CITY TO CONTRACTOR PURSUANT TO THE COMPENSATION PROVISIONS OF THIS AGREEMENT. 25.2 Non-liability of Public Officials and Employees - No official, director, officer, agent, or employee of the City shall be charged personally or held contractually liable under any term or provision of this Agreement or because of their execution, approval or attempted execution of this Agreement. - 12 - 25.3 No Liability for Introductions- As part of the provision of consulting services and its on-going relations with the City, Unisys may direct the City to third parties having products or services which may be of interest to the City for use in conjunction with Unisys products.Notwithstanding any Unisys recommendation, referral or introduction, the City will independently investigate and test third-party products and services and will have sole responsibility for determining suitability for use of third-party products and services. Except with respect to products and services supplied by Unisys as prime contractor, Unisys has no liability with respect to third party claims relating to or arising from use of third party products and services. 25.4 Non-excludable Liabilities - If an arbitration panel or court of competent jurisdiction determines that relevant laws in force may imply warranties and liabilities which cannot be excluded or limited or which can only partly be excluded or limited, then the limit on the affected party's liability set out in this Agreement shall apply to the fullest extent permitted by law. If the affected party cannot exclude or limit a warranty or liability implied by law, this Agreement shall be read and construed subject to such provisions of law. 26. Indemnification 26.1 Mutual Indemnification for bodily injury and property damage Each party(the "Indemnifying Party") shall defend the other party(the "Indemnified Party")from and against claims, actions, and causes of action asserted against an Indemnified Party alleging harm by the Indemnifying Party for bodily injury or death to any person or damage to tangible or real property, and, to the extent the Indemnifying Party is the legal cause of the harm, indemnify and hold harmless the Indemnified Party from the resultant damages, fines, liabilities, and losses agreed to in settlement by the Indemnifying Party or finally awarded by a court of competent jurisdiction,and from costs and expenses incurred before the Indemnifying Party's assumption of the defense(including reasonable attorneys' fees and other reasonable legal, investigative, and expert consulting costs, fees, and expenses) (collectively, "Losses"). The indemnities in this Section 26.1 survive expiration or termination of this Agreement for matters occurring or arising during the term of this Agreement or as the result of or during performance of Services beyond the term. Each party acknowledges that the requirements set forth in this section to defend, indemnify, and hold harmless the Indemnified Party are apart from and not limited by the Indemnified Party's duties under this Agreement, including the insurance requirements in Section 20 of this Agreement. 26.2 Mutual Intellectual Property Indemnification (a) Indemnifying Party shall defend the Indemnified Party from claims asserted against the Indemnified Party that the Deliverables or Unisys work product where Unisys is the Indemnifying Party, the City work product and third party software where the City is the Indemnifying Party, or any other intellectual or industrial property, information, data, or materials that the Indemnifying Party delivered, provided or licensed to the Indemnified Party for its use hereunder(collectively, the `'IP Assets"), or any part or parts thereof, infringe or misappropriate the rights of others, including claims that the Indemnifying Party did not have the right to deliver or license such IP Assets hereunder and indemnify and hold harmless the Indemnified Party from Losses. If IP Assets are alleged or found to be misappropriated from, or to infringe on the intellectual or industrial property rights of a third party, or if their use by the Indemnified Party is enjoined, then in addition to the foregoing obligations, and at the Indemnifying Party's sole option and expense, the Indemnifying Party shall: (1) secure a license to enable such IP Assets to be used in a manner consistent with the terms of this Agreement, (ii) replace the same with other intellectual or industrial property assets with equally suitable, functionally equivalent, compatible, non-infringing assets, or(iii) modify the IP Assets or Deliverables so that they - 13 - no longer infringe or misappropriate the rights of others in connection with this Agreement, while still meeting the requirements of this Agreement. (b) A party will not defend or indemnify the other party if any claim of infringement or misappropriation (i) is asserted by an affiliate of the other party or another Indemnified Party, (ii) results from the design or alteration of any IP Asset by or on behalf of the other party or another Indemnified Party, (iii) results from use of any IP Asset in combination not authorized by the Indemnifying Party, (iv)relates to a third party IP Asset alone or(v) results from IP Assets specified or selected by the Indemnified Party. (c) This Section 26.2 states the entire liability of the Indemnifying Party and the Indemnified Party's sole and exclusive remedies for intellectual property claims, including patent and copyright infringement or misappropriation and trade secrets misappropriation. (d) The provisions of this Section 26.2 shall survive any expiration, completion and/or termination of this Agreement. 26.3 Procedures (a) The indemnities provided by either party in this Agreement are dependent on the Indemnified Party claiming a right to indemnification for any third party claim covered by this Section 26 (i) giving prompt written notice thereof to the Indemnifying Party, (ii) permitting and giving the Indemnifying Party sole authority to defend or settle the claim, and (iii) not at any time admitting liability in respect of the whole or any part of the claim or agreeing to settle or dispose of the claim. Any settlement by the Indemnifying Party shall not create any obligation or liabilities or admission for the Indemnified Party other than financial obligations to be paid by the Indemnifying Party without such parties' prior written consent, except that if the use of any intellectual property provided by the Indemnifying Party and used by the Indemnified Party in performance of the Services is prevented,the Indemnified Party agrees to cease use of such intellectual property and return such intellectual property to the Indemnifying Party. The requirement to cease use and return any intellectual property shall not relieve the Indemnifying Party from its requirements and obligations under this Agreement. (b) Failure to give prompt notice shall not affect the indemnification obligations hereunder in the absence of actual prejudice to the Indemnifying Party. (c) The Indemnified Party shall cooperate in all reasonable respects with the Indemnifying Party. (d) If the Indemnifying Party assumes control of the defense of any such claim, the Indemnifying Party shall not be liable to the Indemnified Party for any legal expenses incurred by Indemnified Party, and the Indemnified Party shall have the right to participate in the defense of such claim at its own expense. Further, if the Indemnifying Party is obligated to indemnify an Indemnified Party under this Agreement, the Indemnifying Party shall be subrogated to the rights of the Indemnified Party with respect to the claims to which such indemnification relates according to applicable law. 27. Termination, Cancellation and Return of Materials 27.1 Termination by the City (a) Termination for Convenience- The City may terminate this Agreement at any time, by providing at least ten (10) business days written notice to Unisys. Should the City exercise this right to terminate, the City will pay Unisys for all work performed by Unisys through the effective date of such termination. (b) Termination for Cause - The City may terminate this Agreement upon thirty(30)days written notice to Unisys, in the event that Unisys breaches, in any material respect, a material term of this Agreement and fails to cure such breach within a thirty(30)day period. The termination of this Agreement shall not affect the rights and remedies of the City against Unisys arising out of, or resulting - 14 - from, a breach of this Agreement or if such breach is not capable of being cured within thirty (30) days. then if Unisys fails within such thirty (30) day period to commence to use commercially responsible efforts to prevent such breach from recurring. 27.2 Termination by Unisys (a) Termination for Breach of Confidentiality or IP Rights - Unisys may terminate this Agreement if the City is found to be in material breach of any confidentiality obligation or obligation with respect to Unisys intellectual property rights, which breach, if capable of being cured, is not cured within thirty (30) days after Unisys gives the City written notice of such breach, or if such breach is not capable of being cured, then if the City fails within such thirty (30) day period to commence to use commercially responsible efforts to prevent such breach from recurring. (b) Termination for Nonpayment - Without prejudice to other remedies, Unisys may(i) suspend this Agreement or any order placed under it, for default, if upon written notice the City fails to make any payment identified as delinquent(including payment of charges for services)within twenty(20) days following its receipt of such written notice and/or(b)terminate this Agreement or any order placed under it, for default, if upon such same written notice referenced above the City fails to make any payment identified as delinquent(including payment of charges for services) within sixty (60)days thereafter. 27.3 Other Termination Rules (a) Termination Assistance - Upon any termination of this Agreement, Unisys will provide any transition assistance that may be reasonably requested by the City. The City will compensate Unisys for transition assistance based on the hourly rates contained in the Statement of Work. (b) Early Termination - In the event of early termination of this Agreement, the City will be obligated to compensate Unisys for the Services performed prior to the termination date of this Agreement. In no event will the City be liable for any Services performed after the effective date of termination, unless otherwise provided for herein or in a writing signed by the City. (c) Effect On Other Rights - Termination or cancellation of this Agreement will not affect any rights or duties arising under it with respect to protection of Confidential Information, or indemnities. 27.4 Return of Materials (a) Return of City Materials - After termination of this Agreement for any reason or the expiration of its term, Unisys will turn over to the City or its designee within ten (10)days of demand, all materials, supplies, equipment owned or purchased by the City, completed work analyses, data, including all City Data; computer disks, documents, and any other information relating to this Agreement or the performance or furnishing of Services, except that Unisys may keep a copy of such information (excluding City Data)for its own records, subject to the confidentiality obligations of this Agreement and of applicable law. (b) Return of Unisys Materials - After termination of this Agreement for any reason or the expiration of its term, the City will turn over to Unisys or its designee within ten (10)days of demand, any Unisys owned materials, hardware, equipment, and other items that are in the City's possession or control. 28. Events of Default and Remedies 28.1 Events of Default - The following constitute events of default if not remedied within thirty (30) days or such longer cure period as is agreed by the parities following written notification of the default event: (a) Any material misrepresentation, whether negligent or willful and whether in the inducement or in the performance, made by Unisys to the City in connection with this Agreement. - 15 - (b) Material breach of any Warranty in this Agreement. (c) Unisys failure to perform any of its material obligations under this Agreement, including the following: (i) Material failure due to a reason or circumstances within Unisys reasonable control to perform the Services with sufficient personnel and equipment or with sufficient material to perform the Services; (ii) Material failure due to a reason or circumstance within Unisys reasonable control to timely perform the Services, excluding any delays and hindrances that are due to the failure of the City to perform acts for which the City is responsible pursuant to this Agreement; (iii) Material failure to promptly re-perform within a reasonable time, Services that Unisys receives written notice were rejected as not complying with the applicable Specifications of the Agreement: (iv) Discontinuance of the Services for reasons within Unisys reasonable control other than for the City's failure to perform its obligations, including without limitation payment for undisputed amounts in a Compliant Invoice; (v) Failure by Unisys to maintain any of the required insurance as set forth herein; (vi) Misrepresentation by Unisys of any material fact in connection with this Agreement or its proposal that Unisys had actual knowledge of and that was not disclosed prior to the Effective Date of this Agreement; or (vii) Material failure to comply with any other material term of the Agreement, including the provisions concerning insurance and nondiscrimination. (d) Material failure to perform its obligations under this Agreement resulting from its failure to comply with all laws applicable to it and its performance of the Agreement. 28.2 Remedies - Unisys may cure any event of default within thirty (30) days of receiving notice of the event of default, which notice shall specifically describe the event of default. The occurrence of an event of default that Unisys fails to cure within thirty (30) days shall permit the City at the City's sole option to declare Unisys in default. The City will give Unisys written notice of the default, after which the City may invoke any or all of the following remedies if the event of default is not cured: (a) The right to take over and complete the Services or any part thereof by contract or otherwise either directly or through others and seek reimbursement from Unisys for any additional costs which the City would not have incurred but for such default provided: (i) such Services are in conformance with the scope and time schedule that Unisys was to provide under this Agreement: (ii) such Services are provided under substantially similar terms and conditions as those contained in this Agreement; (iii) all such costs allocated to the Services are at the actual cost billed to the City; (iv) all such costs are within reason for services provided under similar quantities and similar terms and conditions ; (v) the City maintains all records, correspondence, receipts, vouchers, memoranda, and other information relating to the Services and all costs; and (vi) Unisys has the right to inspect and audit such records to the extent necessary to perform a proper accounting for all such costs, (b) The right to terminate the Agreement as to any or all of the Services yet to be performed effective at a time specified by the City; (c) The right to seek specific performance, an injunction, or any other appropriate equitable remedy; - 16 - t (d) The right to seek money damages: (e) The right to withhold all or any part of Unisys compensation under this Agreement for Services not performed in accordance with this Agreement. No delay or omission to exercise any right or power accruing upon any event of default impairs any such right or power, nor is it a waiver of any event of default nor acquiescence in it. 29. Notices 29.1 Generally - Any notice given under this Agreement shall be in writing and shall be deemed to have been given when hand delivered or deposited in the U.S. mail, certified or registered,return receipt requested, addressed as indicated below, or to such other address and/or authorized representatives as either party shall designate in writing to the other in the manner herein provided. 29.2 Notices to City - All notices required by this Agreement to be given to the City, will be sent to the attention of the City Manager, City of Elgin, 150 Dexter Court, Elgin, IL 60120 with a copy sent to the attention of the Corporation Counsel, City of Elgin, 150 Dexter Court, Elgin, IL 60120. 29.3 Notices to Unisys - All notices related to indemnities and dispute resolution and all requests for information about any security interests will be sent by certified or registered mail and, when given to Unisys, addressed to: Office of the General Counsel Unisys Corporation 801 Lakeview Drive, Suite 100 Blue Bell, PA 19422 cc: Business Unit Vice President All other notices to Unisys will be sent to the following Unisys office which has been servicing the City; understanding that Unisys may change such contact information from time to time by notifying the City thereof in writing: Patrick Brady Unisys Corporation 1 East Wacker Drive Chicago, IL 60601 30. Dispute Resolution/Arbitration 30.1 Disputes and Demands - Any claim or controversy related to or arising out of this Agreement whether in contract or in tort ("Dispute"), will be resolved on a confidential basis, except to the extent otherwise provided for by law, according to the following process, which either party may start by delivering to the other party a written notice describing the Dispute and the amount involved ("Demand"). 30.2 Negotiation and Mediation - After receipt of a Demand, authorized representatives of the parties will meet at a mutually agreed upon time and place to try to resolve the Dispute by negotiation. If the Dispute remains unresolved after this meeting, either party may start mandatory non-binding mediation under the Commercial Mediation Rules of the American Arbitration Association (AAA). Unless the parties have agreed to waive mediation, a mediation must be commenced prior to beginning any further dispute resolution proceedings. 30.3 Arbitration - If the parties have (a) commenced the mediation procedures in 30.2 and do not have an agreed resolution or(b) have agreed in writing to waive them, then either party may start binding arbitration under the Commercial Arbitration Rules of the AAA in the city nearest Elgin, - 17 - Illinois having an AAA regional office. If a party has attempted to invoke the procedures under 30.2 and has not been able to obtain agreement from the other party to comply with such procedures within 45 days after the receipt of the Demand, then the party which has attempted to invoke those procedures may start binding arbitration under the Commercial Arbitration Rules of the AAA in the city nearest Elgin, Illinois having an AAA regional office. The arbitration will be before one arbitrator, however, before the selection of the arbitrator, a party (whose identity will not be revealed to the arbitrators) may require, at its sole additional expense, a three-arbitrator panel. The arbitrator(s) will be selected from a panel of persons having experience with and knowledge of electronic computers and the information services business, and at least one of the arbitrators selected will be an attorney. No statements by, or communication between, the parties during negotiation or mediation, or both, under Section 30.2 above, will be admissible for any purpose in arbitration. The arbitrator(s) will have no authority to award punitive damages or any other monetary relief not measured by the prevailing party's actual damages (adjustments for time value of money permitted), and will not make any decision inconsistent with the terms and conditions of this Agreement, including but not limited to limiting any monetary awards against either party subject to the limitation of liability clauses in Section 25.2 of this Agreement. Each party shall bear its internal expenses and its attorney's fees and expenses. 30.4 Court- Nothing in this Section 30, will preclude a party's recourse to a court of competent jurisdiction to (a) enforce the terms of, or an arbitration award under, this Section; (b) seek temporary equitable relief necessary to protect its interests; or (c) recover specific property, including an action in replevin. 30.5 Time Limit - Neither arbitration under this Section nor any legal action, regardless of its form, related to or arising out of this Agreement may be brought more than two (2) years after the cause of action first accrued, except if a Demand is made within forty-five (45) days before the end of this two (2) year period, the parties shall have sixty (60) additional days from the Demand to start arbitration under this Agreement. 30.6 Confidentiality - Neither party nor the arbitrators may disclose the existence or results of any arbitration hereunder without the prior written consent of both parties, except to the extent otherwise provided for by law. 31. Other Provisions 31.1 Entire Agreement - This Agreement constitutes the entire agreement between the parties with respect to the Project and the Services provided hereunder and supersedes all prior proposals and agreements, both written and oral, and all other written and oral communications between the parties, unless otherwise provided for herein. The terms and conditions of this Agreement will supersede all other terms and conditions submitted by the City, including any preprinted terms on any City purchase orders. 31.2 Force Majeure -Neither party shall be held responsible for any delay or failure in performance hereunder caused in whole or in part by fire, strike, flood, embargo, labor dispute, delay or failure of any subcontract, act of sabotage, riot, accident, delay of carrier or supplier, internet outages, voluntary or mandatory compliance with any governmental act, regulation or request, act of God or by public enemy, or any act or omission or other cause beyond either party's control ("Force Majeure Events"). If any such contingency shall occur, this Agreement shall be deemed extended by the length of time such contingency continues. Both parties shall have a duty to promptly mitigate any Force Majeure Events. 31.3 Non-Waiver - Any failure or delay by either party in exercising any right or remedy will not constitute a waiver. - 18 - 31.4 Governing Laws and Ordinances - This Agreement is made subject to all the laws of the State of Illinois and the ordinances of the City. Venue for the resolution of any disputes or the enforcement of any rights arising out of or in connection with this Agreement shall be in the Circuit Court of Kane County, Illinois. 31.5 Section Intentionally Left Blank 31.6 Assignment and Subcontracting - Neither party will assign, delegate, subcontract, or transfer its rights or obligations under this Agreement without prior written consent of the other party, except that Unisys may assign the right to receive payments, without the City's consent. Any assignment,delegation, subcontracting or transfer will not relieve the original party from liability for its obligations under this Agreement. Any assignment or transfer prohibited by this provision will be void. Unisys may subcontract any services described in this Agreement to third parties selected by Unisys and approved by the City with such approval not to be unreasonably withheld. For purposes of this Section 31.6, the City acknowledges that Unisys plans to use XEDE to perform certain services as a Unisys subcontractor and the City hereby consents to the use of XEDE as a subcontractor under this Agreement. 31.7 Modification of Agreement - The terms and conditions of this Agreement may be modified only by a writing signed by a duly authorized representative of both parties. 31.8 Limitation for Actions - No arbitration proceeding or legal action, regardless of its form, related to or arising out of this Agreement, may be brought by either party more than two years after the cause of action first accrued. 31.9 Severability - Each paragraph and provision of this Agreement is severable, and if one or more paragraphs or provisions are declared invalid, the remaining provisions of this Agreement will remain in full force and effect. 3 L I0 Export Regulations - Services provided under this Agreement may be subject to U.S. and other government export control regulations. The City assures that it will comply with all applicable export laws and regulations related to the use, disclosure, export, or reexport of these Services. 31.11 Affirmative Action - Unisys will not discriminate against any employee or applicant for employment because of race, color, religion, sex, ancestry, national origin, place of birth, age, or physical handicap which would not interfere with the efficient performance of the job in question. Unisys will take affirmative action to comply with the provisions of Elgin Municipal Code Section 3.12.100 and will require any subcontractor to submit to the City a written commitment to comply with those provisions. Unisys will distribute copies of this commitment to all persons who participate in recruitment, screening, referral and selection of job applicants and prospective subcontractors. Unisys agrees that the provisions of Chapter 3.12 of the Elgin Municipal Code, 1976, are hereby incorporated by reference, as if set out verbatim. 31.12 Publicity - Unisys may not use, in any form or medium, the name of the City of Elgin for public advertising unless prior written permission is granted by the City. 31.13 Compliance with Laws - Notwithstanding any other provision of this Agreement, it is expressly agreed and understood that in connection with the performance of this Agreement that both parties shall comply with all Federal, State,City and other requirements of law that apply to the respective party in their role under this Agreement, including, but not limited to,any applicable requirements regarding prevailing wages, minimum wage,workplace safety and legal status of workers performing Services under this Agreement. Unisys shall also at its expense secure all permits and licenses, pay all applicable charges and fees and give all applicable notices necessary and incident to the due and lawful prosecution of the work, and/or the products and/or services to be provided for in this Agreement. - 19 - 31.14 Audits - The City shall have the right, at the City's sole cost and expense, to audit any records in the possession or control of Unisys to determine Unisys compliance with the provisions of Section 31.13 above. Client will request an audit upon reasonable advance notice to Unisys. In the event the City proceeds with such an audit, Unisys shall make available to the City the relevant Unisys records at no cost to the City. The parties will schedule any audit at mutually agreed upon time(s)and each audit participant shall comply with the Unisys confidentiality and site security policies, procedures, and practices. Unisys shall give the auditors access to copies of the applicable Unisys records and documentation at a Unisys facility as may be reasonably necessary to verify compliance with the provisions of Section 31.13 above. 31.15 No Co-Partnership or Agency-This Agreement shall not be construed so as to create a partnership,joint venture, employment, or other agency relationship between the parties hereto. 31.16 Headings- The headings of the several paragraphs of this Agreement are inserted only as a matter of convenience and for reference and in no way are they intended to define, limit, or describe the scope of intent of any provision of this Agreement, nor shall they be construed to affect in any manner the terms and provisions hereof or the interpretation or construction thereof. 31.17 Cooperation with Other Consultants- Unisys shall provide reasonable cooperation with any other consultants in the City's employ pertaining to work associated with the Project. 31.18 Interference with Public Contracting - Unisys certifies hereby that it is not barred from bidding on this contract as a result of a violation of 720 ILCS 5/33E et seq. or any similar state or federal statute regarding bid rigging. 31.19 Sexual Harassment-As a condition of this contract, Unisys shall have written sexual harassment policies and/or other workplace postings required by law that include, at a minimum, the following information: (a) the illegality of sexual harassment; (b) the definition of sexual harassment under state law; (c) a description of sexual harassment, utilizing examples: (d) the vendor's internal complaint process including penalties; (e) the legal recourse, investigative, and complaint process available through the Illinois Department of Human Rights, and the Illinois Human Rights Commission; (f) directions on how to contact the department and commission; (g) protection against retaliation as provided by Section 6-101 of the Human Rights Act. A copy of the policies shall be provided by Unisys to the Department of Human Rights upon request 775 ILCS 5/2-105. REMAINDER OF PAGE INTENTIONALLY LEFT BLANK - 20 - I IN WITNESS WHEREOF,the City and Unisys have each caused this Agreement to be signed and delivered by its duly authorized officer, all as of the date set forth in the opening paragraph of this Agreement. CITY OF ELGIN UNISYS CORPORATION Signed: lit • Signed: �� Name (Print): Sean R. Stegall Name (Print): S- eye-h1 J Title:_ City Manager Title: C00-MACrS M Gk Date: November 14, 2012 Date: to /2Z ti Z- - 21 - The City of Elgin, IL ELGIN 311 INITIATIVE Unisys Statement of Work for CONSTITUENT RELATIONSHIP MANAGEMENT (C ) SOLUTION AN BUILD OUT OF A 311 CALL CENTER August 22, 2012 Copyright© 2012 Unisys Corporation All rights reserved Unisys Corporation Confidential e UNISYS Statement of Work 1.1.1 Revision History 1.0 07/24/2012 Jim Robb Initial Draft 2.0 08/08/2012 Jim Robb & Yogi Added CTI & T&M Services sections Muthuswamy 2.1 08/08/2012 Yogi Muthuswamy Added Requirements Spreadsheets to Appendix D. 3.0 08/15/2012 Jim Robb & Yogi Added MS Active Directory Federated Muthuswamy Services integration, modified Training section, and updated Requirements Spreadsheets in Appendix D. 3.1 08/26/2012 Spencer Stern Focused on non-price elements and reconciled to the Master Agreement 4.0 08/29/2012 Steve Shalla Modifications after Review on 8/29/2012 5.0 10/29/2012 Steve Shalla Modifications after Review on 10/29/12 1.1.2 Reviewers Jim Robb Unisys Project Manager Yogi Muthuswamy Unisys Director (Call Center/CRM Services) Mike Schmidt Unisys Business Analyst Patrick Brady Unisys Client Account Executive Steve Shalla Unisys Contract Manager Brian Nederhoff Unisys Service Vice President Sean Stegall City Manager—Executive Project Sponsor Dan Ault City—Project Manager Jeff Massey City—MIS Spenser Stern Stern Consulting Company Confidential- For internal use only Page 2 of 33 UNISYS Statement of Work i Table of Contents 1.1.1 Revision History..........................................................................................................2 1.1.2 Reviewers ...................................................................................................................2 1 Introduction..................................................................................................4 2 Project Scope...............................................................................................4 2.1 Project Management.................................................................................................. 5 2.1.1 Activities......................................................................................................................5 2.1.2 Deliverables................................................................................................................5 2.1.3 City of Elgin Responsibility..........................................................................................5 2.2 Salesforce.com Implementation................................................................................. 6 2.2.1 Platform Setup ............................................................................................................6 2.2.2 Service Request Configuration....................................................................................7 2.2.3 Platform Integration.....................................................................................................9 2.2.4 Testing ...................................................................................................................... 12 2.2.5 Training..................................................................................................................... 13 2.2.6 Data Migration........................................................................................................... 15 2.2.7 Deployment............................................................................................................... 16 2.2.8 311 Call Center Assistance....................................................................................... 17 2.2.9 Knowledgebase......................................................................................................... 17 2.3 Computer Telephony Interface ................................................................................ 18 2.3.1 CTI Development...................................................................................................... 18 2.3.2 CTI Testing................................................................................................................ 19 2.3.3 CTI Deployment........................................................................................................ 19 2.4 T&M Services........................................................................................................... 20 2.4.1 Resources.................................................................................................................20 2.4.2 Assumptions..............................................................................................................21 2.4.3 City of Elgin Responsibility........................................................................................21 3 Assumptions.............................................................................................. 21 4 Unisys Staffing ..........................................................................................24 5 Schedule and Pricing................................................................................25 6 Project Plan................................................................................................26 7 Signatures.................................................................................................. 27 8 Appendix A— Change Control..................................................................28 9 Appendix B — Dispute Resolution............................................................31 10 Appendix C — Unisys Travel Policy.......................................................... 32 11 Appendix D — Scope and Requirements..................................................33 Company Confidential-For internal use only Page 3 of 33 • UNISYS Statement of Work 1 Introduction This Statement of Work revised as of October 29, 2012 ("SOW") will be conducted pursuant to the terms and conditions of that certain Implementation Services Agreement entered into between the City of Elgin ("City" or"Elgin'') and Unisys Corporation ("Unisys") (the "Agreement"), with an Effective Date of October 29, 2012. 2 Project Scope This SOW describes the services Unisys (and its subcontractors) will perform and the roles and responsibilities of each party, for the Constituent Relationship Management (CRM) solution and build out for the City's 311 Call Center project. Unisys, and its subcontractors, will assist the City with configuring and deploying the Salesforce.com ("SFDC") platform as set forth in this SOW in order to support the City's "311 CRM" Initiative. The SFDC platform will serve as the core solution for the City's CRM (Customer Relationship Management) function. The estimated period of performance for the work under this SOW is October 29, 2012 through May 13, 2013. Under this SOW, Unisys will provide the following services listed below: • Project Management (described in section 2.1) • Salesforce.com Implementation (described in section 2.2) • Platform Setup (described in section 2.2.1) • Service Request Configuration (described in section 2.2.2) • Knowledge Base Setup (described in section 2.2.9) • Platform Integration (described in section 2.2.3) • Data Migration (described in section 2.2.6) • Testing (described in section 2.2.4) • 311 Call Center Assistance (described in section 2.2.8) • Training (described in section 2.2.5) • Deployment (described in section 2.2.7) • Computer Telephony Interface (CTI) (described in section 2.3) • T&M Services (described in section 2.4) Any deviation from the activities, duration, and deliverables described in this SOW must be submitted pursuant to the Change Request Process outlined in Appendix A. Company Confidential- For internal use only Page 4 of 33 i s UNISYS Statement of Work 2.1 Project Management Unisys will assign a project manager to oversee the project and manage the project deliverables and timelines ("Unisys Project Manager'). This section details the Unisys Activities, Deliverables, and City of Elgin responsibilities for Project Management. 2.1.1 Activities The Unisys Project Manager will perform the following tasks: • Develop, distribute and review the Project Plan with the City's Project Manager and stakeholders, and update it periodically when applicable. The project plan will include all Unisys activities and deliverables. • Develop, distribute and review the Resource Plan with the City's Project Manager and stakeholders, and update it periodically when applicable • Develop, distribute and review the Risk Management Plan with the City's Project Manager and stakeholders, and update it periodically when applicable • Develop, distribute and provide bi-weekly status reports and Project Plan updates to the City's Project Manager • Review progress and issues with the City's Project Steering Committee on a bi- weekly basis • Monitor schedule adherence and status of the plans, reports and other deliverables that are the responsibility of Unisys • Manage outstanding issues related to the Project, and serve as a single point of contact for the City management for this effort • Manage the Unisys (and its subcontractors) Subject Matter Experts (SME) role of providing domain support to the project • Manage all Unisys subcontract staff including any XEDE and SFDC consulting staff • Conduct quality assurance reviews of deliverables set forth below 2.1.2 Deliverables • Project Plan written in Microsoft Project format • Resource Plan written in Microsoft Word format • Risk Management Plan written in Microsoft Word format • Bi-Weekly Status Reports written in Microsoft Word format • Bi-Weekly Issues/Risk Register written in Microsoft Word format • Bi-Weekly deliverable status document in Microsoft Word format indicating the completion levels of each active deliverable 2.1.3 City of Elgin Responsibility • The City of Elgin will provide a single point of contact for the Project, the City's Project Manager, who will have the authority to make decisions on behalf of the City. • The City of Elgin will be responsible for managing SFDC and the setup of the SFDC platform. Company Confidential-For internal use only Page 5 of 33 UNISYS Statement of Work 2.2 Salesforce.com Implementation 2.2.1 Platform Setup After the City makes the production instance of the SFDC platform available to Unisys, Unisys will (i) validate that the City has access to the correct components or modules (Service and Self-Service Portal), (ii) create one (1) sandbox environment, and (iii) install four (4) applications from the SFDC's "AppExchange" to each environment. This section details the Unisys Activities, Milestones/Deliverable, and City of Elgin responsibilities for Platform Setup. 2.2.1.1 Activities • Develop, review, and update the SFDC Platform Context Diagram which will provide the project team and City of Elgin a document understand all platform components, location, and interactions. • Validate the Elgin "ORG" was created by SFDC with the Service module and Self- Service Portal. • Test access to the SFDC and Self-Service Portal. • Validate the one (1) sandbox environment (Testing/Training) provided by SFDC. • Install and test following free applications from SFDC App Exchange: • Mailing Label • Mobile Application • SFDC for Facebook/Twitter v4.6 • "Timba" Surveys 2.2.1.2 Deliverables • SFDC Platform Context Diagram • Apps Installed and Tested on each environment/sandbox 2.2.1.3 City of Elgin Responsibility • The City of Elgin will provide Unisys with the administrator account to the City's SFDC production "ORG", and sandbox, including all modules or components (i.e. Service, LiveAgent, Self-Service Portal, etc.). • The City of Elgin will provide Unisys with access to the City's Facebook Page and Twitter Account to complete the SFDC for Facebook and Twitter installation. • The City of Elgin will design and create the Customer Surveys that will be sent out from the SFDC platform. • The City of Elgin will provide Unisys any documentation on the SFDC platform from SFDC and obtain rights from SFDC to enable Unisys to perform its tasks hereunder. • The City of Elgin will validate the applications have been installed properly and sign- off on the environments. • The City of Elgin will provide Unisys one (1) iPad for testing the mobile application. The iPad must be running 10S 5.0 or later operating system. • The City of Elgin will provide Unisys one (1) desktop or laptop which is connected to the City of Elgin's data network with one (1) test account to test the connectivity to the SFDC platform. Company Confidential-For internal use only Page 6 of 33 UNISYS Statement of Work 2.2.2 Service Request Configuration Elgin is implementing the SFDC platform for Public Works, Code Enforcement, and Utility Billing Departments. Unisys will configure the SFDC platform based on the City's requirements as documented in this SOW. The table below details the service request types to be configured by Unisys in the SFDC platform. N Code—No Notice Credit Balance Refund Damage Claim Dead Animal Exterior Code Violation Final Read— Foreclosure Final Read—Real Estate Final Read—Tenant Move In Forestry Closing General Property Graffiti Health Complaint Maintenance High Water Bill Leaf Bagging Interior Code Violation Low Pressure New Meter-Mod Letter No Water Park Maintenance Parking Enforcement Payment—Bill Issues Rental Complaints Sewer Backup Sewer Credit Sewer Maintenance— Catch Sidewalk Maintenance Sign Maintenance Basin Sinkhole Street Debris Street Flooding Street Light Maintenance Street Maintenance Traffic Signal Maintenance Unaccepted Sub-division Waste Management Waste Management— Issue Complaint Container Replacement Water Distribution Water Main Break Water Meter Issue Water Quality Weed Complaints Snow and Ice Miscellaneous , Figure IR'List of Service Request Types For each of the forty-three (43) service request types listed above, Unisys will configure a service request capture screen. On the service request capture screen, Unisys will configure each screen with the constituent name and contact information, location of the issue, and a description of the issue text box. The table below identifies eighteen (18) service request types, which Unisys will configure on average five (5) additional fields per service request type, but not to exceed ninety (90) fields in aggregate. Company Confidential- For internal use only Page 7 of 33 UNISYS Statement of Work ge 4� go 0 Damage Claim Exterior Code Violation Forestry Graffiti Interior Code Violation Park Maintenance Parking Enforcement Sewer Backup Sewer Maintenance—Catch Basin Street Light Maintenance Sidewalk Maintenance Sinkhole Traffic Signal Maintenance Unaccepted Sub-division Water Distribution Issue Water Main Break Water Meter Issue Water Quality Figure 2-Service Request Types with Additional Fields Unisys will also deploy twelve (12) service request types to the Self-Service Portal or constituent-facing web-site. The table below details the twelve (12) service request types to be made available to the public on the Self-Service Portal. ° ® Damage Claim Exterior Code Violation Forestry Graffiti Interior Code Violation Park Maintenance Parking Enforcement Sewer Backup Sewer Maintenance—Catch Basin Street Light Maintenance Sidewalk Maintenance Sinkhole Figure 3—Self Service Request Types The City also requires calendaring functionality for two (2) service requests. The table below details the two (2) service requests, Unisys will add Salesforce.com calendar feature. = u o - 0 . Q . Interior Code Violation Water Meter Issue Figure 4-Service Request Types with Calendaring Functionality Based on discussions with the City, Unisys will not automate the service request business process. All service request types will automatically be routed to a Rapid Response work queue for triage. The Rapid Response group will be responsible for manually routing each service request type to a Department and/or end user. This section details the Unisys Activities, Milestones/Deliverable, and City of Elgin responsibilities for Service Request Configuration. Company Confidential-For internal use only Page 8 of 33 UNISYS Statement of Work 2.2.2.1 Activities • For each service request type, validate the City's service request business processes and data requirements. • Develop, distribute and review a Business Configuration Design Document. The Business Configuration Design Document details the design of the SFDC platform for the City of Elgin including the service requests, agent scripts, screen mock up, etc. • For each service request type, configure the service request type per the approved Business Configuration Design Document. • For each service request types configure the self-service request type per the approved Business Configuration Design Document. • For each service request type, unit test the configurations. • Configure the SFDC platform with City core configurations per the approved Business Configuration Design Document including: • Service Request Types • Organizational Structure (Departments/Groups/Queues) • Agent Scripts • Email Templates • Users 2.2.2.2 Deliverables • Business Configuration Design Document • Service Request Types Configurations • Self-Service Request Type Configurations • Core Configurations • Unit Tested Service Requests 2.2.2.3 City of Elgin Responsibility • The City of Elgin's Departmental subject matter experts will assist Unisys with understanding the data capture requirements for each service request type. • The City will provide Unisys with the Email Templates for the SFDC platform. • The City of Elgin's subject matter experts will assist Unisys with understanding the `To Be' business process. • The City of Elgin will designate resources to review and approve the Business Configuration Design Document. 2.2.3 Platform Integration Elgin requires integrating the SFDC platform to the City's web-site, City's Geographic Information System (GIS)—ESRI, and Microsoft Active Directory Federated Services. The implementation will also include configuring the SFDC platform's email functionality to send case notifications and receive Service Requests. Self-Service Portal The functionality surrounding the Self-Service Portal is focused on the ability for a resident to submit a new case via a web-based portal. The customer can enter a case anonymously or Company Confidential- For internal use only Page 9 of 33 UNISYS Statement of Work can register on the site to provide the ability to return to the site for status updates or additional comments. The use cases included in this Statement of Work for the Self-Service Portal are as follows: 1. Ability to submit a case without registering on the site. 2. Ability to register on the site to allow for returning to the site to check the status of cases submitted. 3. Ability to see a list of cases submitted (requires login) 4. Ability to check status of cases submitted (requires login). 5. Ability to comment a currently open case (requires login). 6. Ability to close or cancel a case (requires login). 7. Ability to request a password change. 8. Ability to logout. Unisys will configure the Self-Service Portal functionality using the core SFDC Case Management Self-Service platform. Unisys will update the custom user interface (UI) to match the City of Elgin's web-site. GIS/ESRI Integration The use case for GIS integration revolves around the ability of the agent to visually determine from a list of existing cases (by service type) on a map whether the case being requested is a duplicate. The flow would be as follows: 1. Agent enters the new case information including the address. 2. Open cases displayed on the map for the agent to determine if the request is a duplicate of an existing case. 3. Agent has the ability to associate the new case as a duplicate to a location on the map. Microsoft Active Directory Federated Services The City manages end user authentication using Microsoft Active Directory. The City requires end user authentication and management using the City's Microsoft Active Directory. The use cases for the Microsoft Active Directory Federated Services integration are: 1. Manage End User Authentication using the City's Microsoft Active Directory. 2. Manage SFDC End Users using the City's Microsoft Active Directory 3. Enable End Users single sign on to the SFDC platform Company Confidential-For internal use only Page 10 of 33 UNISYS Statement of Work Email Functionality The use case for email functionality revolves around the ability to send incoming email to the 311 mailbox, receive confirmations and other correspondence (such as customer satisfaction surveys) from the City. This use case will also serve to send out notifications or escalations and Service Requests to City employees and others who are responsible for fulfilling the Service Requests. Unisys will activate the following functionality in the SFDC platform: 1. Emails of Service Requests to the 311 mailbox 2. Email confirmations from the 311 center for example to constituents/users, or other correspondence such as customer satisfaction surveys after Service Request completion 3. Notifications and escalations from the 311 center to Service providers. This section details the Unisys Activities, Milestones/Deliverable, and City of Elgin responsibilities for Platform Integration. 2.2.3.1 Activities Unisys will conduct the following activities for each Platform Integration. • Conduct an initial integration requirements session • Conduct an integration design session • Develop, distribute and review an Integration Design Document. • Develop and unit test the integration 2.2.3.2 Deliverables • Technical Design Document • GIS/ESRI Integration Design Document • City Web-Site Integration Design Document • City Microsoft Active Directory Federated Services Integration Design Document • GIS/ESRI Integration Unit Test Complete • City Web-Site Integration Unit Test Complete • City Microsoft Active Directory Federated Services Integration Unit Test Complete • Email Functionality on the SFDC platform Unit Test Complete 2.2.3.3 City of Elgin Responsibility • The City of Elgin will provide a technical contact for the City's GIS, City Web-site and Microsoft Active Directory. • The City of Elgin will review and approve the Technical Design Document. • The City of Elgin will provide Unisys with the ESRI instance information to include the City's ESRI maps in the SFDC platform. • The City of Elgin will provide Unisys the templates for both internal and external e- mail notifications. • The City of Elgin will complete its upgrade to Microsoft Windows Server 2008 R2 Datacenter edition prior to integration services being performed by Unisys, but in no event later than November 1. 2012. Company Confidential-For internal use only Page 11 of 33 • UNISYS Statement of Work • The City of Elgin will install the Microsoft Active Directory Federated Services version 2.0 prior to developing the Microsoft Active Directory Federated Services integration, but in no event later than November 1, 2012. 2.2.4 Testing Unisys will provide testing activities based on the configurations, integration, and other platform customizations made to the SFDC platform for the City of Elgin in support of their 311 CRM Initiative. This section details the Unisys Activities, Milestones/Deliverable, and City of Elgin responsibilities for Testing. 2.2.4.1 Activities • Develop, distribute and review the Test Plans for System, Integration, Data Conversion, and User Acceptance with the City's Project Manager and stakeholders. • Develop test scenarios and scripts for those Service Requests and Interfaces that are designated as the responsibility of Unisys resources, with input from City resources as required by Unisys. • For each configuration item to be system and integration tested under this SOW, Unisys will migrate the scripting and Service Request and Interface configurations from the Development (DEV) environment to the Quality Assurance and Test (TST) environment after the successful completion of unit testing by the Unisys team. • Perform system and integration testing per the approved system and integration test plans. • Report to City Project Manager and stakeholders the results of system, integration, and data conversion testing activities. • Resolve significant deviations from the Business Configuration Design Document or the Technical Design Document that arise from the testing for those Service Requests and Interfaces that are designated as the responsibility of the Unisys staff. This will consist o£ o Validation of Service Request via Self-Service Portal • Validation of Service Request via Telephone (handled by the agent) • Perform fixes as necessary to correct any nonconformance of the Unisys deliverables • Validation of the configured Email functionality of the SFDC platform • Validation of the Active Directory use cases for SFDC End Users. • Resolve minor deviations from the Business Configuration Design Document or the Technical Design Document pursuant to a mutually agreed upon schedule. • Coordinate the logistics of the User Acceptance Testing activity with the City resources 2.2.4.2 Deliverables • Test Plans • System • Integration • Data Conversion • User Acceptance • Testing Results Company Confidential-For internal use only Page 12 of 33 • UNISYS Statement of Work • System • Integration • Data Conversion 2.2.4.3 City of Elgin Responsibility • The City of Elgin will assign appropriate resources to review and approve the test plans (system, integration, data conversion, and user acceptance). • The City of Elgin resource will conduct one (1) User Acceptance Test (UAT) for each Service Request and Interface configured. • The City of Elgin will develop a knowledgebase test plan, conduct knowledgebase testing activities, and resolve any issues from testing. • The City of Elgin will identify the appropriate resources to coordinate User Acceptance Testing activities with City resources. • The City of Elgin will identify and assign call center, IT, and departmental resources to perform user acceptance testing activities. • The City of Elgin's User Acceptance Testing Coordinator will report the results of User Acceptance Testing activities to Unisys and City stakeholders. 2.2.5 Training Unisys will provide SFDC training to the City including end user training and technical knowledge transfer sessions. This section details the Unisys Activities, Milestones/ Deliverables, and City of Elgin responsibilities for Training. 2.2.5.1 Activities • Develop, distribute and review the Training Plan with the City's Project Manager and stakeholders • Develop, distribute and review End User Training Material with the City's Project Manager and stakeholders for one (1) SFDC Call Center training course. • Develop, distribute and review End User Training Material with the City's Project Manager and stakeholders for one (1) SFDC Departmental training course. • Conduct two (2) Call Center End User Training course sessions for no more than ten (10) participants per session. • Assist with four (4) Departmental End User Training course sessions for no more than ten (10) participants per session (4 hours per session). Unisys will be the lead trainer on the first two sessions, co-facilitate the third session, and support the City Trainer on the fourth training session. • Develop, distribute and review configuration knowledge transfer session materials with the City's Project Manager and stakeholders. • Conduct one (1) one (1) hour configuration knowledge transfer session for no more than three (3) City IT resources. • Develop, distribute and review data conversion knowledge transfer session materials with the City's Project Manager and stakeholders. • Conduct one (1) one (1) hour data conversion knowledge transfer session for no more than three (3) City IT resources. • Develop, distribute and review GIS/ESRI knowledge transfer session materials with the City's Project Manager and stakeholders. Company Confidential-For internal use only Page 13 of 33 UNISYS Statement of Work • Conduct one (1) one (1) hour GIS/ESRI integration knowledge transfer session for no more than three (3) City IT resources. • Develop, distribute and review Self-Service Portal knowledge transfer session materials with the City's Project Manager and stakeholders. • Conduct one (1) one (1) hour Self-Service Portal integration knowledge transfer session for no more than three (3) City IT resources. • Develop, distribute and review Microsoft Active Directory Federated Services integration knowledge transfer session materials with the City's Project Manager and stakeholders. • Conduct one (1)one (1) hour Microsoft Active Directory Federated Services integration knowledge transfer session for no more than three (3) City IT resources. • Develop, distribute and review Knowledgebase knowledge transfer session materials with the City's Project Manager and stakeholders. • Conduct one (1) one (1) hour Knowledgebase knowledge transfer session for no more than three (3) City IT resources. • Conduct one (1) eight (8) hour Train-the-Trainer session for no more than four(4) City Training resources. 2.2.5.2 Deliverables • Training Plan • End User Training Materials • One (1) Call Center End User Course • One (1) Departmental End User Course • End User Training Sessions • Two (2) Call Center End User Courses (10 end users for 4 hours each session) • Conduct Two (2) Departmental End User Courses (10 end users for 4 hours each session) • Co-facilitate with the City Trainer One (1) Departmental End User Course (10 end users for 4 hours each session) • Support and Monitor the City Trainer for One (1) Departmental End User Course (10 end users for 4 hours each session) • Knowledge Transfer Session Materials • Customer Data Conversion • GIS/ESRI Integration • Self-Service Portal Integration • Microsoft Active Directory Federated Services • Knowledgebase • Knowledge Transfer Sessions • One (1) Configuration session (3 users for 1 hour) • One (1) Data Conversion session (3 users for 1 hour) • One (1) GIS/ESRI Integration session (3 users for 1 hour) • One (1) Self-Service Integration session (3 users for 1 hour) • One (1) Microsoft Active Directory Federated Services Integration session (3 users for 1 hour) • One (1) Knowledgebase session (3 users for 1 hour) • One (1) Train-the-Trainer Session (4 users for 8 hours) Company Confidential-For internal use only Page 14 of 33 0 UNISYS Statement of Work 2.2.5.3 City of Elgin Responsibility • The City of Elgin will assign the appropriate resources to review and approve the Training Plan and related materials. • The City of Elgin will schedule the training sessions and schedule the resources to attend the training sessions. • The City of Elgin will identify the appropriate IT/Call Center resources to attend the knowledge transfer sessions. • The City of Elgin will provide the training room including personal computers, iPads, desk, chairs, and projector for the training session. • The City of Elgin will identify four (4) resources to attend the train-the-trainer session. • The City will identify and assign a City Trainer to co-facilitate the third Departmental End User Training session, and conduct the fourth Departmental End User Training session. 2.2.6 Data Migration Elgin requires the migration of customer records from the City's ''NAVILINE" application into the SFDC platform. Unisys will import no more than fifty thousand (50,000) customer records with a limit of fifty (50) data attributes one (1) time prior to Go Live (defined below). This section details the Unisys Activities, Milestones/Deliverable, and City of Elgin responsibilities for Data Conversion. 2.2.6.1 Activities • Review the City's data migration requirements and validate a sample of fifty (50) customer records in the "NAVILINE" system. • Develop, distribute and review a Data Migration Design Document. • Provide the City with a data file template for migrating customer records into the SFDC platform. • Develop the data migration script to import the customer records into the SFDC platform. • Conduct a unit test on the data migration script. • Develop, distribute and review a Data Migration Test Plan. • Provide the City with results of the data migration testing. • Import customer records into the production instance of the SFDC platform. 2.2.6.2 Deliverables • Data Migration Design Document • Data File Template • Unit Tested Data Migration • Data Migration Test Plan • Data Migration Testing Complete with Results • Imported Customer records in production instance of the SFDC platform Company Confidential-For internal use only Page 15 of 33 UNISYS Statement of Work 2.2.6.3 City of Elgin Responsibility • The City of Elgin will review and approve the Data Migration Design Document • The City of Elgin will extract the customer data from "NAVILINE" into a CSV or Microsoft Excel data file template provided by Unisys. • The City of Elgin will be responsible for cleansing the customer data prior to migrating into the SFDC platform. • The City of Elgin will review and approve the Data Migration Test Plan. • The City of Elgin will review the Data Migration Testing results. • The City of Elgin will validate the customer records were imported into the production instance of the SFDC platform. 2.2.7 Deployment This section details the Unisys Activities, Milestones/Deliverable, and City of Elgin responsibilities for Deployment. 2.2.7.1 Activities • Develop, distribute and review the Deployment Plan and checklist with the City's Project Manager and stakeholders. • Migrate the configurations to the production environment and test the migration. • Complete the list of activities on the Deployment Checklist. • Launch the SFDC 311 solution in production mode following the completion of the activities in the Deployment Checklist (Go Live). • Provide forty-five (45) calendar days of on-site and/or off-site assistance (Final Acceptance Period) after Go Live. 2.2.7.2 Deliverables • Deployment Plan and Checklist • Deployment Checklist Complete • Configurations migrated to production • Assistance during Final Acceptance Period 2.2.7.3 City of Elgin Responsibility • The City of Elgin will assign the appropriate resources to review and approve the deployment plan and checklist. • The City of Elgin will inform the Unisys team in writing about any material deficiencies from mutually agreed upon specifications, for which Unisys is responsible, immediately upon discovery, but in any event prior to the expiration of the Final Acceptance Period. Unisys will fix any such remaining material deficiencies in a timely manner. • The City of Elgin will provide Unisys in writing with the ''go /no go decision" for deployment. If the City decides on a"no go" after testing, the City must document the reasons for the "no go decision" and communicate that to Unisys. Company Confidential- For internal use only Page 16 of 33 UNISYS Statement of Work • If, after successful acceptance testing, the City decides not to go ahead with the deployment, and the project schedule is impacted as a result, this may result in a Change Order to account for any additional time and corresponding charges. • The City of Elgin will assign the appropriate IT/Call Center resources required to complete the activities in the Deployment Checklist that are designated as the City's responsibility. 2.2.8 311 Call Center Assistance Unisys has extensive experience in assisting Cities implement 311 Call Centers and will assist Elgin with the deployment of the City's 311 call center. This section details the Unisys Activities, Milestones/Deliverable, and City of Elgin responsibilities for Call Center Assistance. 2.2.8.1 Activities • Provide the City with guidance on the build-out and configuration of the 311 Call Center facilities by providing best practices. • Provide the City guidance on telephony related configurations including call flow, AUX codes, and general agent setup by providing best practices. • Provide examples of 311 Call Center business processes and review the business processes that have been developed by the City. • Provide examples of Quality Assurance plans and review the Quality Assurance plans developed by the City. • Create a training plan for hiring or transitioning resources into 311 Call Center agents by providing examples of training plans and reviewing any training plans developed by the City. • Review the Call Center reports currently available to the City from the CISCO Telephony system and recommend changes or enhancements to optimize agent management. 2.2.8.2 Deliverable • 311 Call Center recommendation guidelines 2.2.8.3 City of Elgin Responsibility • The City of Elgin will assign a 311 Call Center Manager to liaise with the Unisys Call Center SME. • The City of Elgin will provide Unisys with one (1) user id and the required access to the Cisco telephony system. • The City of Elgin will provide Unisys documentation on the City's 311 Call Center including business processes, quality assurance plans, telephony reports, training plans and other required documentation. 2.2.9 Knowledgebase Elgin will be deploying a Knowledgebase to support the 311 Call Center agents and the constituents using the Self-Service Portal. Unisys will play an advisory role in the Company Confidential-For internal use only Page 17 of 33 UNISYS Statement of Work configuration of the knowledgebase. This section details the Unisys Activities, Milestones/Deliverable, and City of Elgin responsibilities for Knowledgebase. 2.2.9.1 Activities • Provide advisory consulting to Elgin's Knowledgebase Administrator by providing sample knowledgebase business processes. • Review and provide feedback to the City on the City's knowledgebase business processes. • Provide the City Knowledgebase a tutorial on creating knowledgebase articles. This session will be one (1) hour in duration for up to five (5) City employees. 2.2.9.2 Deliverables • Feedback on reviewed knowledgebase business processes • Knowledgebase tutorial session (1 session for 1 hour) 2.2.9.3 City of Elgin Responsibility • The City of Elgin will assign one (1) resource to be the Knowledgebase Administrator. The Knowledgebase Administrator will be accountable for developing the knowledgebase business processes and coordinating the knowledge article creation activities. • The City of Elgin will develop the knowledgebase test plan and conduct knowledgebase testing activities. 2.3 Computer Telephony Interface Elgin requires a computer telephony interface (CTI) between the City's SFDC platform and the City's Cisco telephony infrastructure for the 311 Call Center. This section details the Unisys Activities, Milestones/Deliverables, and City of Elgin responsibilities for completing the platform integrations. 2.3.1 CTI Development 2.3.1.1 Activities Unisys will conduct the following activities for CTI. • Conduct an initial requirements session • Conduct an design session • Develop, distribute and review a CTI Design Document. • Configure the Salesforce.com (SFDC) CTI Adapter to connect and communicate with the Cisco Connecter server • Configure the adapter for agent communications • Configure the adapter with call handling details according to specifications provided in the CTI Design Document • Develop and unit test the CTI adapter Company Confidential- For internal use only Page 18 of 33 UNISYS Statement of Work 2.3.1.2 Deliverables • CTI Design Document • CTI Integration Complete • CTI Integration Unit Test Complete 2.3.1.3 City of Elgin Responsibility • Elgin is responsible for any licensing and software acquisition related to the Cisco CTI connection. • Elgin will provide a technical contact with the Cisco Telephony, GIS and City Web- site departments. • Elgin will review and approve the integration design documents. 2.3.2 CTI Testing Unisys will provide CTI system testing activities. This section details the Unisys Activities, Milestones/Deliverables, and City of Elgin responsibilities for Testing. 2.3.2.1 Activities • Develop, distribute and review the System Test Plans for CTI with the City's Project Manager and stakeholders. • Develop test scenarios and scripts for and the CTI Interfaces. 2.3.2.2 Deliverables • CTI System Test Plan • CTI System Testing Results 2.3.2.3 City of Elgin Responsibility • Elgin will assign appropriate resource to review and approve the test plan. • Elgin will identify and assign call center, IT, and departmental resources to conduct CTI system testing activities. 2.3.3 CTI Deployment This section details the Unisys Activities, Milestones/Deliverable, and City of Elgin responsibilities for Deployment. 2.3.3.1 Activities • Develop, distribute and review the Deployment Plan and Checklist with the City's Project Manager and stakeholders. • Complete the list of activities on the Deployment Checklist. • Deploy CTI to the production environment and 311 Call Center 2.3.3.2 Deliverables • Deployment Plan Company Confidential-For internal use only Page 19 of 33 UNISYS Statement of Work • Deployment Checklist Complete • CTI Deployed 2.3.3.3 City of Elgin Responsibility • Elgin will assign the appropriate resources to review and approve the Deployment Plan and Deployment Checklist. • Elgin will provide Unisys in writing the go for deployment or no go for deployment. If the City decides a no go for deployment after testing, Elgin must document the reasons for the no go decision. • Elgin will assign the appropriate IT/Call Center resources required to complete the Deployment Checklist. 2.4 T&M Services At the City's request, Unisys proposes the following rate table that the City can use to procure services limited to Change Management, Post Production Support and Enhancements on a Time and Materials basis. Note: The rates displayed in the table below are based on 2012 rates and may be subjected to increase at the beginning of each fiscal year. Unisys agrees to not increase these rates for 2013 and to increase no more than two percent (2%) per year for 2014 and 2015. Thereafter the rates will revert to Unisys then current rates unless otherwise agreed in writing by the parties. These rates do not include any required travel expenses which would be incremental. Resource Hourly Rate Project Manager $185.00 Senior Business Analyst $185.00 Solution Architect $164.00 Technical Consultant $157.00 Business Analyst $120.00 Configurator $95.00 Table 1 —Time and Nlaterials Services Rates 2.4.1 Resources • Project Manager—The Unisys Project Manager is responsible for understanding City of Elgin incremental services requirements, identify, assign, and manage the work packages and incident closure. • Senior Business Analyst—The Senior Business Analyst is responsible for requirements gathering, design, testing, change management and training activities. • Solution Architect—The Solution Architect understands the technical solution and assists with the design and implementation of new features and functionality. Company Confidential- For internal use only Page 20 of 33 i s UNISYS Statement of Work • Technical Consultant—The Technical role is responsible for configuring the Salesforce.com platform, integrations, and data migration based on approved Design Documents and troubleshooting configuration issues. • Business Analyst- The Senior Business Analyst is responsible for requirements gathering, design, testing, change management and training activities. • Configurator—The Configurator role is responsible for configuring the SFDC platform based on approved Design Documents and troubleshooting configuration issues. 2.4.2 Assumptions • For off-site services, the City of Elgin will be billed for a minimum of one (1) hour per request and in hourly increments thereafter. • For on-site services, the City of Elgin will be billed for a minimum of one (1) on-site day per request and in contiguous business hourly increments thereafter. The City's expectation is that Unisys personnel will make themselves available for a minimum of eight (8) hours when on site. • The City of Elgin will be billed the actual travel expenses incurred by Unisys for each on-site support trip. This billing will include expenses associated with round trip travel for individuals to return home on weekends. Expenses will be in accordance with the Unisys Travel Policy set forth in Appendix C which may be updated from time to time. • The Configurator resource role will perform all their activities on an off-site basis. • Services will be performed between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday, excluding Unisys holidays, vacations, sick days, and special training designated by Unisys. Any deviations from this schedule will have to be mutually agreed upon between the City and Unisys. 2.4.3 City of Elgin Responsibility • The City of Elgin will initiate the Change Control process (see Appendix A—Change Control). 3 Assumptions The following assumptions are critical to the time and price estimates provided in this SOW. In the event any of these assumptions are incorrect or become invalid during the course of this project, Unisys and/or the City reserves the right to request modifications to the schedule and/or charges via the Change Control procedure described herein. Company Confidential-For internal use only Page 21 of 33 s UNISYS Statement of Work 1. Consulting services will be performed between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday, excluding Unisys holidays, vacations, sick days, and special training designated by Unisys. 2. The City agrees that, subject to the terms of the Agreement, Unisys may use subcontractors to perform some of the services described in this SOW. 3. The City of Elgin will provide its acceptance of deliverables in accordance with Section 11 of the Agreement 4. The Unisys estimates for effort and timeline have been based on the requirements described in Appendix D. 5. All changes to this engagement will be addressed through Change Control procedures set forth in Appendix A—Change Control. 6. The City will obtain rights from SFDC to enable Unisys to perform all its tasks under this SOW. 7. In situations where City has to replace personnel during the project, City will make commercially reasonable efforts to minimize the impact on Unisys, Unisys staff and the project during the transition of the resource into the role. This may include items such as getting the replacement resource familiar with the project status, progress and background information prior to start. 8. The City will provide the Unisys team with reasonable work areas, including desks, chairs, telephones, Internet access, access to a fax machine, and access to copier, as may be required by Unisys, and availability of a conference rooms for team facilitations and workshops used for the City's services only. Telephone usage covered by this provision includes the standard telephone instrument and local calls. Long distance usage will be reimbursed by Unisys to the Client. Space provided under this agreement may vary. 9. The Unisys consulting team will also need access to the City LAN for printing, VPN access to Unisys e-mail and Intranet, as well as accessing any City applications in the course of developing and installing the solution. The exact list of applications that will be needed to access will be finalized upon project start up between the City Project Manager and the Unisys Project Manager. Any Unisys cost to establish access to City LAN and VPN will be borne by Unisys. Such usage will be for the benefit of work specified herein. The City will identify the City configuration resources to support the project. 10. Unisys is not responsible for an individual's response to the training or his/her capacity to learn or to be trained. In addition, Unisys does not warrant that the training provided pursuant to this proposal will meet the City's requirements not expressed in the specifications and Unisys makes no warranties, express or implied, as to the results of the training. Unisys will make reasonable effort to provide a competent training program. The City shall provide personnel that meet agreed upon education and/or experience level to attend the classes with a prescribed set of prerequisites. Company Confidential-For internal use only Page 22 of 33 UNISYS Statement of Work 11. The work to be performed under this Statement of Work will commence at the City of Elgin location or at approved Unisys locations as mutually agreed upon by Unisys and City of Elgin. 12. All reference to 'days' means business days during the Project, unless otherwise specified. 13. Acceptance criteria will be developed by Unisys and approved by the City in accordance with the then-current, approved project plan. The City will not withhold acceptance for a non-material failure to comply with the applicable approved design document. Company Confidential-For internal use only Page 23 of 33 UNISYS Statement of Work 4 Unisys Staffing The table below outlines the Unisys staffing roles for this Statement of Work. J. Robb Unisys Project Manager • Manages the CRM/WOM application implementation • Communicates project performance with the stakeholders • Identifies project issues/risks and develops mitigation strategies ■ Call Center Subject Matter Expertise TBD Solution Architect ■ Acts as the System Administrator ■ Migrates configurations between environments ■ Manages and monitors environments ■ Assists with data migration and integration activities,as needed M. Schmidt Sr. Business Analyst • Gathers the service request, interfaces and knowledge base functional requirements and produces the detailed design ■ Develops the call flow design for the 311 call center ■ Conducts user acceptance testing sessions ■ Conducts end user training activities • Coordinates system and user acceptance testing • Create user manuals and training documents TBD Configurator ■ Configures the CRM application per the approved design documents ■ Performs unit and system testing ■ Develops the configuration guide TBD Technical Consultant • Develops the integrations Develops the data migrations • Conducts integration, migration, and system testing The above named individuals will be assigned subject to their availability at the time of Unisys acceptance of the SOW. If they are unavailable or if they are replaced during the project, Unisys will offer a replacement with the skills necessary to perform the services. The City of Elgin will have the opportunity to interview all replacement personnel, as to their qualifications, assigned by Unisys to be onsite at the City location for the CRM engagement. The City of Elgin may reject any replacement resource that it determines in good faith is not qualified to perform the services of the intended position. Unisys will then present an alternative resource to fill the intended position. The City will also have the same right of acceptance/rejection for the additional replacement candidate(s). This interview process pertains to Unisys (and its subcontractor) resources who will be dedicated to the CRM engagement. In situations where Unisys has to replace personnel during the project, Unisys will make commercially reasonable efforts to minimize the impact on the City, the City's staff, and the project during the transition of the resource into the role. This may include items such as getting the replacement resource familiar with the project status, progress and background information prior to start. Company Confidential- For internal use only Page 24 of 33 iTMSYS Statement of Work 5 Schedule and Pricing The estimated duration for this Statement of Work is six (6) months and the total fixed price for the level of effort.as described in this SOW is $484,000 which includes all travel expenses. Unisys will invoice the City of Elgin according to the schedule below. w ©eliverabie YBil(in Milestone Target �Delwerable,Name �� j_ � g z °Completion 1 Project Plan /Org Chart $50,000 Month 1 2 CRM Business Configuration & $50,000 Month 2 Technical Design Documents 3 CRM System Test Plan $50,000 Month 2 4 CRM Development Completed $50,000 Month 2 5 CRM User Acceptance Test Plan $35,000 Month 2 6 CRM System & User Acceptance $30,000 Month 3 Test Completed 7 311 Call Center Guidelines $15,000 Month 4 8 CRM End User Training Materials & $30,000 Month 5 Training Complete 9 CRM Ready for production use $70,000 Month 5 10 CRM Final Acceptance Test $104,000 Month 6 Completed ** Notwithstanding Section 11 of the Agreement, the City shall make final payments thirty (30) days following the expiration of the Final Acceptance Period. Note: Section 19.5 Delays of the Agreement shall control should Unisys incur a material delay caused solely by the City and/or the City's other contractors. In an effort to minimize potential delays, the City shall: • provide relevant information required in time to prevent delays. In the event that a decision must be escalated to a higher level, the City will make a good faith effort to obtain the decision as quickly as reasonably possible to avoid impacts on the schedule. • complete all activities and sub-activities for which it is responsible according to the project work plan and schedule. Company Confidential-For internal use only Page 25 of 33 UNISYS Statement of Work • provide access to its information and managerial, technical, policy, and user personnel as reasonably required by Unisys to perform its obligations under the SOW. • provide, on time, personnel resources as mutually agreed upon, but in no event less personnel than an adequate amount reasonably determined by Unisys to be able to complete the services. 6 Project Plan A high level view of the various tasks for this Project is shown below. The Project Plan reflects all the components of the Project implementation. The plan and the table include the following: • Tasks and deliverables that are the responsibility of Unisys (deliverables outlined in the previous section on milestones) • Tasks and deliverables that are the responsibility of the City and SFDC (under contract to the City) —these are shown below for completeness purpose and are not the responsibility of Unisys. These items are shown in Italics in the attachment below. City of Elgin SFDC Implementation Proje Company Confidential-For internal use only Page 26 of 33 ITMSYS Statement of Work 7 Signatures THE CITY OF ELGIN ACKNOWLEDGES THAT IT HAS READ AND UNDERSTANDS THIS STATEMENT OF WORK,AND THAT IT IS NOT ENTERING INTO THIS SOW ON THE BASIS OF ANY REPRESENTATIONS NOT EXPRESSLY SET FORTH HEREIN. THIS STATEMENT OF WORK HAS BEEN SIGNED BY DULY AUTHORIZED REPRESENTATIVES OF THE PARTIES AND SHALL BECOME EFFECTIVE AS OF THE LATEST DATE SET FORTH BELOW. ACCEPTED FOR: Unisys Corporation The City of Elgin By: By: -'� z d. 4�� - Name: s-T-C-,«J J, Si(-'4LL'1 Name: Sean R. Step-all (Typed or Printed) (Typed or Printed) Title: Coin-R.Acr.S MG 2 Title: City Manager Date: 10 /2-L (iZ Date: November 14, 2012 Company Confidential-For internal use only Page 27 of 33 UNISYS Statement of Work 8 . Appendix A - Change Control If either party determines that a change to the contracted services is required, the party requesting the change will submit a Change Request Form to the other party. The following procedures will be used to process a Change Request. The party requesting the change will submit a written Change Request Form to the other party. Such Change Request Form will bear a unique reference number assigned by City of Elgin and will outline the new or changed specification. Unisys will evaluate the request in terms of the project impact with regard to completion milestones and the project's charges, and will promptly submit to City of Elgin a written Change Quotation, which it will make reasonable efforts to be within ten (10) working days after receipt of any Change Request Form. The Change Quotation shall indicate the detailed charges and the impact of the change request on the completion milestones, if any. If the terms of the Change Quotation are not acceptable to both the City of Elgin and Unisys, the existing Service, including any previously agreed-on changes, will continue in force and the Change Request will not be implemented. Company Confidential-For internal use only Page 28 of 33 UNISYS Statement of Work CHANGE REQUEST FORM UIN-rlsys Ref: —/—/ CRF/ Originator's Name: Priority: Critical/High/Medium/Low (Circle Functional Area: one) Phase/Process: Date Raised: Client Request?: YES/NO (Circle one) Assigned to: Date Resolution Required: Status: Open/Assigned/Investigated/Resolved/Approved/Deferred/No Action (Circle one) Change Details (description of proposed change, the reason for the proposed change, the impact of the proposed change and the implications of not performing the proposed change): Investigation: Estimated Impact: Effort: Charge: Schedule: Possible Action (list changes): Actual Impact: Effort: Charge: Schedule: Accepted (Unisys): Accepted (City of Elgin): Date: Date: Completion Verified By: Completion Date: Associated Problem Report: Associated Risk and Issue Form: Form 18/V2 Page_of Company Confidential- For internal use only Page 29 of 33 II UNISYS Statement of Work CHANGE REQUEST Register 0 UNISYS Ref. CRL/ Q w CRF`N ri�ti te Ra�se d' Current Date; Date Closed. -;-M Status T, 'ZI Status: O=Open A=Assigned I=Investigated R=Resolved A=Approved D=Deferred N=No Action Company Confidential-For internal use only Page 30 of 33 UNISYS Statement of Work 9 Appendix B - Dispute Resolution If disputes arise during the project, Unisys believes that it is in both parties' interests to attempt to resolve the issue through progressive management involvement before entering into any formal proceedings. Unisys and City of Elgin shall use diligent efforts to arrange personal meetings or telephone conferences, as necessary, at mutually convenient times and places. These discussions will take place between each party at the following successive management levels, each of which shall have an allotted time as specified in the following table to attempt to resolve the dispute: Level Unisys City of Elgin Allotted Time FirMProJectMan2r,TCI8 = TBD �£ ;�3busmess days Second Vice President, TCIS TBD 5 business days Central Region Third Vice Piesident TCIS'` TBD IT business ' fa North Amer�caR �' ,f_ e�}�1' t�L "bES " .% _,.. M. s . 'h.,*_.as t',s'a..?' p a�s. r If resolution is not achieved by negotiators at any given management level by the end of their allotted time, the allotted time for negotiations at the next management level, if any, shall begin. Thereafter, the process described in the Agreement, shall apply. Company Confidential-For internal use only Page 31 of 33 , UNISYS Statement of Work 10 Appendix C — Unisys Travel Policy Lodging: Accommodations shall be selected in accordance with the hotels and the corresponding rates indicated in the Unisys Preferred Hotels directory, whenever possible. The itemized hotel bill must be submitted as a receipt. Meals: The cost of all meals will be reimbursed on an actual/reasonable basis, except meals provided free of charge on airlines, at hotels, at Unisys facilities, at Unisys sponsored meetings, etc. Meals provided free of charge shall be itemized as such. Any meal cost of twenty-five dollars ($25) or greater must be supported with a charge card or otherwise valid receipt. Car Rental: The rental of an automobile at a rate in excess of major rental agency rates for standard automobiles is prohibited. Unisys Preferred Car Rental suppliers should be used whenever possible. The itemized car rental agreement form must be submitted as a receipt. Travel: All personnel must travel by coach or economy class for air(using Unisys Preferred Airlines)and rail travel. Unisys authorized travel of personnel by private auto shall be compensated at the rate of fifty-five cents ($0.55)per mile (for the first 1000 miles and $.29 per mile thereafter), plus tolls and parking fees. The ticket form for air or rail travel must be submitted as a receipt. The above information is provided as a guideline and shall be adhered to whenever possible. However, all reasonable, actual expenses incurred which are submitted and supported by appropriate receipts (any expense of twenty-five dollars ($25) or greater must be supported with a charge card or otherwise valid receipt) shall be reimbursed. Company Confidential- For internal use only Page 32 of 33 I UNISYS Statement of Work 11 Appendix D — Scope and Requirements The estimates of the Unisys effort required for the activities and timelines in this SOW have been based in part on the requirements attached below. These were provided during the initial RFP process, and subsequently modified during discussions with the City stakeholders. Types of Requirements listed below in the attachments: • In Scope"—covered by the scope of services described in this SOW • "Out of Scope"—NOT covered by the scope of services described in this SOW • "Product' — directly based on the functionality and capabilities of the product platform procured by the City directly from SFDC (not included in the scope of services described in this SOW) T f CRM General CRM Call Center T TLI= CRM GIS CRM IT CRM SaaS Requirements -1-v3.[Requirements- 2-v3.[Requirements-3_v3.Requirerrents-4_v3.Requiren-ents-5_0. Company Confidential-For internal use only Page 33 of 33 I ID Task Name Duration Start Finish Predecessors City of Elgin CRIM Implementation 251 days! Fri 5/4/121 Mon 5/6/.131 Contract Net_yotiatiollls .,�Iri 5/4/121- Mon 10/22/1 2 9 --------- Project Nanning and Initiation 22 days, M.oii 10/22/12 Tue 11/20/121 40 Project Execution J _128 days] M.on 10/22/11 Thu 5/2/,131. 41 Pro.iectManagement 100 days Fri 11/2/121 Fri 4/5/131 81 C11M. Application Implementation 128 (lays Mon 10/22/12 Thu 5/2/1311 8-2 Requirements Phase 8.5 (lays; Fri 10/26/12 Wed 11/7/12 83 Technical System Requirements---.— 2 days Fri 10/26/121 Mon 10/29/121 84 CRM Plaforin Context Diagram 2 days Fri 10/26/1.2 Mon 10/29/12 85 Conduct CR.M Plaform Context Diagram Workshop I day Fri 10/26/12 Fri 10/26/1218SI--+5 day 86 Create the CRM l"laform Context Diagram Moil 10/29/12 Moil 10/29/12185 87 Mileslone: CRAY Phifin-in Conle-vt Dia,,,1,11111 — 0 daysl Moil 10/29/12 Moil 10/29/12L86 88 _Date Technical Requirements 2.5 days Mon 11/5/121 Wed .11/7/12 106 Data Conversion (Naviline Customer Data) 0.75 days Mon .10/29/121 M.on 10/29/111 107 Provide a sample set of customer records (50 customer records) 0.5 clays Moil 10/29/12 Moil 10/29/12181Sd-5 day Finalize customer data requirements 0.25 days Moil 10/29/12 Moil 10/29/12 107 Milestone: Data Conversion ReqLlireilleilts---- days Moil 10/29/12 Moil 10/29/121108 Pilot Departmental Requirements & Process Validation i 2 days M.on 10/29/12 Tue 10/30/121 -111 Public Works 2 days M.on 10/29/121 Tue 10/30/12 Code Enforcement 2 days—Mon .10/29/12—Tue 10/30/ 12 Utility Billing 2 days l Mon 10/29/12 'rue 10/30/12' --T2-0 Design Phase - 1z1 Kii owled Ize base 12-daysl M.on 10/22/12 Tue 11/6/121 1z5 IViro[IIULllt Setup 2 (lays Mon 11/5/12 Tue 1,1/6/121 --14-0 Systcm Technical Design 23.75 (lays Mon 1.0/29/12 Wed 1.2/5/1 141 Integrations 2.5 days Wed 11/7/12 Fri 11/9/12 GISIESIZI 2 (lays Wed 11/7/12 Fri 11/9/121 146 City Self-Scirvice Portal 5 (lax,--,L--Wed 11/7/12 Thu 1.1/8/121 150 1��J�C t .1.5 days] Wed 11/7/.12 Thu .1.1/8/121 154 Active Directory Data Conversion 1 4.25 daysl Mon 10/29/.12 Fri 14/2/121 Task Milestone 4 External Tasks Project:City of Elgin 311 CRM Implert Split .. . . .. . . . Summary Ip External MileTask 0 Date:Thu 8/30/12 Progress Project Summary Split. Page 1 ID Task Name Duration Start Finish Predecessors 155 Conduct Data Conversion Design Meeting 0.25 days Moil 10/29/121 M_ oil 10/29/121109 _7_56 Provide customer data file format I day Tue 10/30/12 'I"Lie 10/30/121155 157 Create the Data Conversion Design deliverable 1 day--- Wed 10/31/12 Wed 10/3 1/121156 158 City to provide input-Data Conversion Design deliverable 2 days '1111.1 11/1/121 Fri 11/2/12 157 Alilestone: Data Conversion Design deliverahle 0 days Fri 12 Fri 1 1/2/121158 _f6O 'recimical Design Document 15 (lays Fri Wed 12/5/121 Compile Technical Desigri Document 3 days Fri 11/9/12 W 162 iVilestone:Teehnical Des .,,,,n Doemnent 0 days Wed 11/14/121 W___ 161 163 Review"technical Design Document with City Project'rearr 10 days! Wed 11/14/121 Moil 12/3/12[.l 62 Modify deliverable with City feedback 2 days] Moil 12/3/12 Wed 12/5/121163 165 Deliverable: Technical Design Document 0 da s Wcd 12/5/12 Wed 12/5/12 164 166 Departmental Service Request Functional Design 18 days Wed 10/31/12 Wed 11/28/1.2� 167 Public Works 3 days—WedIO/31/12 168 Document set-vice request design 3 days Wed 10/31/12 Fri 1 1/2/12j 113 169 Milestone:Departmental Service Request Des1,,mt 0 days Fri I i/2/12 Fri 11/2/12 168 170 Code Enforcement 3 daX,!]_ Yed 1.0/31/121 . 171 Document service request design 3 days l Wed 10/31/121 Fri 11/2/12 1 16 172 1111estone: Deparlinental Service Request Des1.,,,n 0 daysl Fri 11/2/1.21 Fri 11/2/12 171 173 Utility Billing 3 days Wed 1.0131/12 Fri 11/2/1211 174 Document service request design 3 daysi Wed I Fri l_l/2/l2Jll9_______ 175 iWilestone: DepartmeWal Sel-vice Request Des-i-11 Fri 11/2/121 Fr days i 11/2/12 174 dm� 176 Business Configuration Design Document 15 days' Mon 11/5/12_Wcd 11/28/12 177 Compile Business Configuration Design Document 3 days Moil 11/5/121 Wed 11/7/12 169,172,1 178 illilestone: Btishiess,Co!�Iig -atim Design Document 0 days Wed 11/7/12 Wed 1 1/7/1 2 177 179 Review Business C011figUration Design DoCLI111CI1t with City 10 days TIILI 11/8/12 Moil 11/26/12 178 180 Modify deliverable with City feedback 2 days Tue 11/27/12 Wed 1 1/28/121179 181 Deliverable: Busine,�vs ConCi/;1/i•alion Design Documen-t O days Wed 11/28/12 Wed 11/28/12 180 --1-82 __System Configuration Phase 44 (lays Mon 11/5/12 Fri 1/18/13 KnowledL,ebase 42 days Wed 11/7/12 Fri 1/18/.13 1.84 Create Knowledgebase articles and upload to SFDC 40 daysi Wed 11/7/12 Wed 1/16/13 124,376 185 'FI�Ll 1/17/13 Fri (/18/13 184 Conduct unit testing of the Knowledgebase days Task milestone 0 External Tasks Project:City of Elgin 311 CRIVI Implei.i Split Summary — IV External MileTask Q, Date:Thu 8/30/12 Progress Project Summary SPlit Page 2 _J ID ITask Name Duration Start I Finish Predecessors 186 Milestone: Knowledge articles Uploaded to SI-,DC 0 days I--l-i (/18/13' 1-1-1 1/1 8/131185 187 Configuration/ Development 12 days Thu 11/29/121 Fri 12/14/12 188- Core Configuration 4 days Thu 11/29/131 itie — --Departmental Service Request Configuration 1.2 days Thu 11129/121 Fri 12/14/12j 193 Public Works 1.2 clays Thu 11./29/121 Fri 12/14/1.21 197 Code Enforcement 1.2 (lays Thu 11/29/12 Fri 12/14/12 Utility I3dhn l -12 days Tim 11/29/12 Fri 12/14/121 Integrations Development _8.25 days Tim 11/8/12 Tue 11/20/12 GtS/ESRI 7.25 days–1 Fri 11/9/121 Tue 11/20/121- 214 Self-Service Portal 7.75 daysl__.. 'E!�u)1/8/121 Tue 11/20/.121 222 M.S Active Directory clays Thu H/8/12 Tu e 11/211/12 ---T2-3 -- Conti MS Active Director 4 days TIILI 11/8/121 Wed 11/14/ 21153 -2-24 ------- Conduct Integration Review Wed 11/14/121 -1"11 LI I 1/15/ 21��j -T2—5 Unit test interface I day---TIILI 1 1/15/121-- -1 -2-22--4"--'- 2z6 Compile Unit Test ReSLIItS r I day 176 1-1/16/12 Mon 1-1-/19/1-21,225 227 1-,ix issues/defects 0.5 clays Moil 1 1/19/121 Moil 11/19/121226 -Y2—8 0.2- da 'I'Lie 11/20/ 2 '['Lie 11/20/121227 Re-UnitTest Integration 5 Milestone: 11SAclive Diredoi, I days Tue 11/20/ 2 TLIC 11/20/121228 itlegration Complete 230 Data Conversion 3.88 days E Moil II/S/ 2, Thu 11/8/12 --- 238— System Testing Phase 46.5 days'-- Moil 11/5/121 Wed 1/23/131 39 System rest man 2 .13.5 (lays Thu fiT2 9ii il Tue 12/18/121 ' 246 Interface/Integrations Test Plans 12.25 (lays Thu .11/8/.12 Thu 11/29/121 2 Thu 11/15/12 GIS/ESRI 4.5 days Fri 11/9/1u 'rest Plan 2.5 days Fri 1.1/9/127'ue 11/13/12 252 Test Scenarios and 'rest Cases :21 days Wed 11/1.4/12 Thu 1145/12 -2-56 Self-Service Portal 4 I-Iis Thu 11/8/12 Wed 11/14/12 - M.S Active Directory 4.5 day s Tue 11/20/12 Thu 11/29/1.2 274 Data Conversion 'rest Plan –1,88 daysl Moil 11/5/12— Tue 11/6/12 -283 Knowledgebase Test Plan 2.5 daysl Mon 1/21/1.3 Wed 1/23/13 '287 User Acceptance Test Plan 12.5 days Thu 1.1./29/121 -M—on 12—/17/--121 Task Milestone O External Tasks Project:City of Elgin 311 CRIVI Implen Split . .. . . . . . .. . Summary 14, External MileTask 0 Date:Thu 8/30/12 Progress Project Summary c.— Split Page 3 ID Task Name Duration Start -T Finish Predecessors 293 --Configurations Migrated-to Test System �.!-axs M.ou 12/17/121 Tuc 12/18/12 29:i— Migrate Configuration to Test Environment& Test Configul-ati(, I day l Moil 12/17/12 Moil 12/17/12 188,192 Compile System Test ReSLII ts I dayl Tue 12/18/12 Tue 12/18/12294 2s6 Hiles/one: CoiiAgmrafions Readl, to he Tested 0 days TLIC 12/18/12 TLIC 12/18/12 295 297 Conduct Testing Activities I 15 days Wed 12/19/121 Fri 1/18/13 System Testing of Configuration 1 3 days Wed 12/19/12 1 Fri 12/21/12 Conduct System Testing Activities i 2 days Wed 12/19/121 TIILI 12/20/1 2.1296__ 300 I dayl Sri 12/21/121 1-,6 12/21/121299 Resolve issues fi-om System Test Th u .1 13��3 1 301 System Testing of Interfaces Integrations 5 tlaysl------ 317 User Acceptance Testing 1 4 daysl Thu 1/10/1131 Tuct/15/13 318 C011CILIct Acceptance Testing with City Thu 1/10/11 Moil 1/14/13 301 —*--,----h --- - .3--days I -- - . )--- ---- 319 Compile ReSLlItS foin Acceptance Testing I day l Lie 1/15/ljl--- --I I Lie 1/15/131318 320 Nfilesione: UserAcceplance Test Complete 0 days Tue 1/15/131 'I'Lie 1/15/131319 32T— Configuration Rework after Acceptance Testing 3 days Wed 1/16/1311 ---F-ri 1/1.8/13. --325 Training 1 72.6 daysl' Mon 11/5/1.21 Thu 2/28/13 Training Plan 17 days) Thu 11/29/12 Fri 12/21/1.2 331 Knowledge Transfer Sessions 72.6 clays, Mon 111/5/112 Thu 2/28/131 —3-77 End User Training Materials 34 daysl Thu 1/3/13 Tue 2/19/13 —3-78 Call Center End User Training Course J7 daysl Thu 1/3/13 Fri 1/25/1.3 --j-85 3F6 Departmental End User Training Course 17 days M.o:1 1/28/131 Tue 2/19/13 Develop the Course 01.111ine I day Mon 112811-31 Moil 1/28/1 3 3 84 �-87 Create the Training Course 5 days Tue 1/29/ Moil 2/4/131386 -- 388 Milestone: Departmental End User Training Course 0 dayjs. Moil 2/4/131 Moil 2/4/131-3387 389— Review Training Course with City Project Team (1�1-1 Tue 2/5/131 Moil 2/18/13 388 Modify deliverable with City feedback I dayl 'I"Lle 2/19/13 'I'Lie 2/19/13 3)89 391 Defiverahle: Departmental End User Training Course---- 0 days Tue 2/19/13 Tue 2/19/13 390 9 Configurations Migrated to Training System ---.5 clays Mon 1/21./13 Fri 1/25/13 11 nd User Training Sessions 3.5 days Wed 2/20/13 Mon 2/25/13 399 Train-the-Trainer Session (Unisys Tau ght) 0.5 days, Wed 1/701 Wed 2/20/113 - ---- - �L.- 2/20/133_91,397- -- -- 400 Session 111 (4 End Usei-s)----,--- 16--.� da�sl Wed 2/20/1 — 401 Mileslone:.Call Center End User Trainht.,,Sessions Compli 0 daysl Wed 2/20/1')1 Wed 2/20/13,400 Task Milestone O External Tasks Project:City of Elgin 311 CRM Implery Split . . . . . . . . Summary Iw External MileTask 0 Date:Thu 8/30/12 Progress Project Summary Split Page 4 � ID Task Name Duration Start Finish Predecessors 402 Call Center Sessions (Unisys Taught) J day! Wed 2/20/131 iti 2/21/13! —TO-4 Session 112 (10- E-nd Users) 0.5 days ThLi 2/2.1/13' Thu 2/21/131403 405 /131 1404 Afilestone: Call Center Elid Uver Training Sessions Compl 0 days TIM 2/21 1 2/21/13 406 Department Training Sessions 2 days Thu 2/21/13 Mon 2/2' Sessioii -HI (IOI---iidUsei-s) - Uillsys 'l"auglit 0.5 days HIU 2/21/13 'I"IlLi 2/21/13 405 46-87 Session #2 (10 End Users) - UnisysTaLight 0.5 daysi 1-,ri 2/22/13 rri 2/22/13 407 i Moil 2/25/13 409 Ifilestone: Call Center End User Training Sessions Colllpl[' 0 daysl Moil 2/25/131 Moil 2/25/13 4 10 System Deployment 103 daysi 'riju 11/29/121 Tim 5/2/131 Deployment Plan and Check list I-t/ Develop a Deployment Plan & Check list 5 days, TIILI 11/29/12 Wed 12/5/12�181 Deployment Plan wi-tll-Ci-t—y-Pro-Ject-Te-a'--m O�IaXsl Thu 12/6/12 Wed 12/19/121414 Alileslow: Deployinent Plan & Release h List fl 2/19/12 Wed 12/19/12 415 Chee 417 Modify deliverable with City feedback D-efiverable:Deplo.yinent Plait & Release Cheek.Liv 0 days 1--ri 12/21/121 176 12/21/12 417 419 Deployment Checklist 30 daysl _.Tliu 1/3/131 Wed 2/13/13 Validate the completion of'Release Preparation Checklist -30 days ____Thu 1/3/13 ..Wed 2/1303 418 4�_l Alilesione: Release Preparation Checklist Complete 0 days Wed 2/13/13 Wed 2/13/13j420 Go/No Go Decision 2 days Thu 2/14/13 Fri 2/15/1 _3 CondUct Go[No Go Decision Meeting I day Thu 2/14/13, Thu 2/14/13;421,324 ScliedUle the release I day I-ri 2/15/13 1--rl 2/15/ 423 425 11ilesione: Release Reudvfiv Production and Approved bl; Of 0 clays l"ri 2/15/13 l,"rl 2/15/131424 Migrate C011figUrations content to Production FInvironillent Moil 2/18, 425 �2_8 Test Configurations in ProdLiCti011 2 days Tue 2/19/13 Wed 2/20/13 427 429 1'ix any issues/defects I day '*I'IlLl 2/21/13 ThLi 2/2-1/13 428 430 HilesimiL. Q); S�q 1-offo SP-Dc ill Productioll 0 days ThLi 2/21/131 -I"IlLi 2/21/13 429 431 Alilestone: Production Divironniew Readl,,fin- Use 0 days Thu 2/21/13 Thu 2/21/13 430 Final Acceptance 50 daysl Fri 2/22/13 Task Milestone External Tasks Project:City of Elgin 311 CRIVI Implen Date:Thu 8/30/12 Split . . . . .. . Summary IV External MiIeTask 0 Progress Project.Summary --IV Split Page 5 � ID Task Name Duration Start Finish edecessors 433 Conduct 1-iiial Acceptance with City 1 30 daysl 1--ri 2/2 Thu 4/4/131431 Milevoite: rhial,4ecephince --- ----+ 0 days! Thu 572/1 Thu 5/2/13 434 436 Call Center Assistance aysi Mon 11/12/121 Mcin 1/21113 437 Review 3 11 Call Center Facility 2 days, Moil 11/12/12 Ne I 1/13/12 8 l",S+15 da Review 311 Telephony SetLIP 2 days Wed 11/14/12 TIILI 11/15/121437 eview 3 11 BLIsiness Processes ��Iay;l ew 311 Quality Assurance Plan 2 dIX�, TLIC 11/20/121 Mon 11/26/121439 441 Assist 3 11 Cal I Center with Cisco reports 2 daysl TLIC 11/2 Wed 11/28/121440 442 311 Call Center Recommendations I------30,tlays--, -1-11-/29/12 Mon 1/21/131 44�— Compile 31 1 Call Center Recomincticlatiolls 30 days 1-111,11 11/29/12 Mon 1/21/131441 444 Deliverahle: 311 Call Center Recommendations 0 �,,��s 7T4_5 CTI 75 days, ri 10/26/121 Fri 2/22/131 Requirements Validations 4 days Fri 10/26�)V/ii Wed 10/31/12i Design 9 (lays nit, I I/ TueI 1/13/1121 456 Develop interface (Sales force.com portion) 114.25days Wed 11/14/421 Fri 12/7/1 'restitig 7 clays 112/7/121 12 469 Training 37 75 days. Tuc 12/18/121 Wed 2/20/13 - Deployment 23.75 daysl Tue 1/22/13, Fri 2/22/13 Task Milestone External Tasks Project:City of Elgin 311 CRM Implen Split Summary External MileTask Date:Thu 8/30/12 Progress Project Surnunary V Split Page 6 Resource Names October 1November Decemb 9/16 9/23 i 9/30 10/7 10/14 10/21 10/28 11/4 11/11 11/18 11/25 12% i Unisys Salesforce.com SOlution Architec —U isys Salesforce.corn Solution Architect(XEDE) Unisys SaleSlOrce.corri SOltltion Architec a Unisys Salesforce.com Solution Architect(XEDE) ® 10/29 City Naviline Technical Resource Naviline Technical Resource Unisys Data Conversion Resource 1Unisys Data Conversion Resource Unisys Data Conversion Resource 10/29 i Task r1 ,::!1 Milestone 0 External Tasks Project:City of Elgin 311 CRM Implen Split Summary External MileTask p Date:Thu 8/30/12 " " """ " .Progress I Project Summary v Split Page 7 i Resource Names October November Decemb 9/23 1 I 9/30 1 10/7 1 0/14 1 10/21 1 10128 1 11/4 1 1 1/1 1 11/18 l 11/25 1 12/ F Unisys Data Conversion Resource,Clty 1` .-Unisys Data Conversion Resource,City Naviline Technical City Naviline Technical Resource [�1} City Naviline Technical Resource Unisys Data Conversion Resource lUnisys Data Conversion Resource City Naviline Technical Resource L City Naviline Technical Resource Unisys Data Conversion Resource p 11/2 Unisys Business Analyst/Trainer t ;lUnisys Business Analyst Trainer Unisys BLISiness Analyst/Trainer _ p 11/14 Unisys Business Analyst/Trainer Unisys Business Analyst/ Trainer Unisys Business Analyst/'Trainer t�;*,:,,",}.h nisysBusinessAnalyst/Trainer Unisys Business Analyst/Trainer X1/2 Unisys BUSiness Analyst/Trainer ( ; }�U isys Business Analyst I Trainer Unisys Business Analyst/Trainer p-1 /2 �d r*—}-U isys Business Analyst I Trainer Unisys Business Analyst/Trainer —_ �1 Unisys BUSIlless Analyst/Trainei _ /2 Unisys Business Analyst/Trainer Unisys Business Analyst/Trainer Unisys 131.1siness Analyst/ Tralnet --- © 1117 Unisys Business Analyst/Trainer :alIUnisys Bu --- --- ------ +11/28 Unisys Business Analyst/ Trainer j City SML . City Knowledgebase Administrator Task (' J Milestone C External Tasks Project:City of Elgin 311 CRM Implen Split ,, , , , ,, , , ,,, ,, Summary External MileTask 0 Date:Thu 8/30/12 p Progress i Project Summary Split Page 8 I Resource Names Octo ber November Decem_b 9/16 1 9/23 9/30 10/7 10/14 1 10/21 10/28 1 11/4 1 11/11 1 11/18 1 -11/2. 12/ Unisys SaleS(olce.com C011fl gUratlon (X _ ;-„-.j-UnisysSalesforce.com onfigurat t U nis s Salesforce.com Confi ur Unisys Sales forc_e.com_Coil figuration (X j � y g Unisys SalesIorcexolll CollhbUrltion (X j Unisys Salesforce.co Config Unisys Salesforce.com C011fi Oration X f !!!,��Unisys Salesfor e.com C Unisys Salesfol-ce.com COIlf1g_Ut'atloil (X I}Unisys Salesfo ce.com C Unisys Salesforce.com Configuration (X 4 Unisys salesf ce.cem --- -- p 11/20 I i I i j i Task I 7J Milestone m External Tasks Project:City of Elgin 311 CRM Implen Split w I;," Summary External MileTask 0 Date:Thu 8/30/12 ”" " "" " Progress Project Summary Split Page 9 I Resource Names 11 October I November Decemb 9116 9/23 1 1 9/30 1 10/7 1 10/14 1 10/21 1 10/28 1 11/4 11/11 11/18 11/25— 12/ Unisys Saleslorce.com Solution Archllec Unisys Sales force.com S011ltion Archllec Unisys Business Analyst/Trainer[50%]. Unisys Salesforce.com Configurator City User Acceptance Testing Resource City User Acceptance "besting ReSOUI-Ce Unisys Business Analyst/Trainer I Unisys Business Analyst/Trainer — City Trainer Unisys Business Analyst/Trainer Unisys Business Analyst/Trainer Task kt Milestone © External Tasks Project:City of Elgin 311 CRM Implen Split Summary IW External MileTask A Date:Thu 8/30/12 Progress Project Summary — Split ?; Page 10 I Resource Names 11 October I November Decemb 9/16 1 9/23 1 9/30 1 10/7 1 10/14 10/21 1 10/28 1 11/4 1 11/11 11/18 11/25 12/ Unisys Business Analyst/Trainer Unisys Business Analyst/Trainer Unisys Business Analyst/Trainer _ Unisys Business Analyst/Trainer_ Unisys Business Analyst/Trainer Unisys Business Analyst%Trainer City "Technical Resources,City_SMEs Unisys Project Manager/ BA[I0%],City Unisys Project Manager/ BA[10'%],City City Project Manager,Unisys Project Ma City Technical R_esourccs,City S_MEs t, City Project Manager,Unisys Project Ma F Unisys Project Manager/ 13A[ltl'%,J,Ci r Unisys Project Manager/ BA[10%],City City Project Manager,Unisys Project Ma r L4 Unisys Sales force.com Configurator Unisys Sales force.com_Configurator__ Unisys Salesforee.com Configurator Unisys Project Manager/ I3Aj 10'%,j,Ci Task r?1 Milestone O External Tasks v: wrJ Project:City of Elgin 311 CRM Implen Split , , Summary AV External Milel"ask 4 Date:Thu 8/30/12 �J Progress Project Summary Split Page 11 Resource Names 11 October November Decemb Unisys Project Manager/BA[l 0%] Unisys Project Mana-er BA[10%] Unisys Project Manager/ BA[10%] Unisys Pro ect Manager BAI'l 0%] Unisys Project Ma Unisys Project Manager BA[10%] ���-7-777—�,Unisys Projec Unisys Pr Unisys ProJect Manager BA[10%] Unisys Project Manager BAI-5%] Unisys Pro ect Manager BA[I 0'/()'l Task W57F-ii Milestone External Tasks Project:City of Elgin 311 CRIVI Implen Date:ThU 8/30/12 Split .. . . . . . . . ... . . Summary IQW External MileTask 0 Progress Project Summary Split �11 Page 12 ' ecember January February March 12/2 12/9 12/16 12/23 12/30 1/6 1/1131 1/20 1/27 1 2/3 2/10 2/17 2/24 313 3/10 3/17 Task Milestone O External Tasks .; Project:City of Elgin 311 CRM Implen Split Summary External Mile"task fv Date:Thu 8/30/12 ".. .. "" " Progress i Project Summary vie, Split dy Page 13 ecember January I February March 12/2 12/9 12/16 12/23 12/30 1/6 1/13 1/20 1/27 2/3 J 2/10 2/24 3/3 3/10 3/17 hnical Resource Trainer Unisys Business Analyst/Trainer p 1215 isys Business Analyst/Trainer /28 . I:: ;'�Cny SME 4,-City Knowledgebase Administrator Task i - 1 Milestone 0 External Tasks Project:City of Elgin 311 CRM Implen Split Summary V External Mile Task (- Date:Thu 8/30/12 Progress Project Summary Split �5 Page 14 ecember January _February_ March _ 12/2 12/9 12/16 12/23 12/30 1/6 1/13 1/20 1/27 1-2/3 2/10 2/17 2/24 F 3/3 3/10 3/17 p 1/18 nfiguration(XEDE) onfiguration(XEDE) Configuration(XEDE) com Configuration(XEDE) .com Configuration(XEDE) e.com Configuration(XEDE) I Task Milestone O External Tasks Project:City of Elgin 311 CRM Implen Date:Thu 8/30/12 Split Summary IV External MileTask Y✓ Progress Project.Summary Split Page 15 ecember l January February March ___ 1212 12/9 1216 12/23 12/30 1/6 1/13 1/20 1/27 2/3 2/10 2/17 2124 3/3 3/10 3/17 p}�Unisys Salesforce.com Solution Architect(XEDE) L-Unisys Salesforce.com Solution Architect(XEDE) 12/18 7wunisys Business Analyst l Trainer[50%],Unisys Satesforce.com Configurator[50%] 1 Unisys Salesforce.com Configurator Clty User Acceptance Testing Resource City User Acceptance Testing Resource (—.Unisys Business Analyst/Trainer (r; _ :;:.Unisys Business Analyst/Trainer Trainer _jUnisys Business Analyst/Trainer 2/19 4�IUnisys Business Analyst/Trainer p+,2/20 Task Milestone O External Tasks Project:City of Elgin 311 CRM Implen Date:Thu 8/30/12 Split Summary External MileTask CD Progress Project Summary Split v Page 16 ecember January February March _ 12/2 12/9 12/16 12/23 12/30 1/6 _ 1/13 1/20 1/27 2/3 2/10 2/17 2/24 3/3 3/10 J 3/17 &Unisys Business Analyst/Trainer Unisys Business Analyst/Trainer 12/21 . Unisys Business Analyst/Trainer I±Unisys Business Analyst/Trainer {1sys Business Analyst/Trainer }Unisys Business Analyst/Trainer p 2/25 l�Unisys Project Manager/BA[10%],City Project Manager Unisys Project Manager/BA[10%],City Project Manager 12/19 ;`!,}City Project Manager,Unisys Project Manager/BA[10%] City Project Manager,Unisys Project Manager/BA[10%] 2/13 o Unisys Project Manager/BA[10/o],City Project Manager }City Project Manager,Unisys Project Manager/BA[10%] 15 [ .lUnisys Salesforce.com Configurator (+ Unisys Salesforce.com Configurator L,Unisys Salesforce.com Configurator i 2121 2/21 Task Milestone G External Tasks Project:City of Elgin 311 CRM Implen Split , .. , Summary External MileTask 0 Date:Thu 8/30/12 '' ' Progress i Project.Summary Split ?5 Page 17 ecember T January February Larch_u 12/2 1219 12/16 12/23 12/30 1/6 1/13 1/20 _ 1/27 2/3_� 2/10 1 2/17 2/24 3/3 3/10 3/1-7--� r- i [10%] /BA[10%] nager/BA[10%] Project Manager/BA[10%] isys Project Manager/BA[10%] Unisys Project Manager/BA[5%] p1/21 Task ( Milestone C External Tasks Project:City of Elgin 311 CRM Implen Split Date:Thu 8/30/12 Summary External MileTask 0 Progress Project Summary - Split y Page 18 City of Elgin-Constituent Relationship Management(CRM)Requirements LEGEND"y s. In Scope Unisys Configuration Services Product Provided by the SFDC Platform with minimal configuration requirement Uut of Scope Not included .•tn:NAe,t'iu.em ebne.�c'a.r r.Se k!r,dsa C ��f -kxsti ,�'.•�. -�*k.:,'�., . , yT3a•,y c:p U end orCmm. RM,Sov C Payiltes' , ):u�N� '� r w., r FW. [f.4'. Mt-5:�,.'•'iL', MTV �� M>i C'Af .0,1421"MOM $eGVICe Re U @Sts •9; ,-q. "•: ,u' `i' '"'L,• ;,"1ri�: rt. ` aT'i ,' �1'�•V..„ `_ � },�, ,�5t {,,�' cYs '.�„'f�d v �k.�G.. {� yr+.c,7,,�,s� ssa, .. _b.f�,.l:.r �� , t..�4�t�n7 G x 3 :3 tic„ �y .o,r..d"4,,.�d 1��4..�. al - . .� . . Provide ability to automatically route citizen requests and items to the appropriate provider, Unisys will automatically route each citizen request to 1 department or staff for prompt action, to notify the department that the request is in queue, In Scope the Rapid,Responders work queue. Salesforce.com and to allow the department to forward the request to another department if necessary provides the functionality to forward citizen requests. Provide ability for the user to select the service request category from a drop down list Unisys will configure forty-three(43)different service 2 In Scope request types for the City of Elgin agents. These service request types will be available via a agent scripting. Provides templates for service requests types Unisys will configure forty-three(43)different service 3 In Scope request types for the City of Elgin agents and fifteen 15 for online access by citizens. 4 Provides system generated unique service transaction number(identifier)after a service Product Salesforce.com provides this functionality. request is created 5 Provides wizards to establish new templates and facilitate document creation Product Salesforce.com provides this functionality. 6 Provides status field that includes, but is not limited to, open, in progress, suspended,field Product Salesforce.com provides this functionality. verification,on hold,complete, escalated, or other 7 Provides the ability to link forms(such as PDF)and other documents(e.g., pictures)to Product Salesforce.com provides this functionality. requests Allow the status field to be updated manually or automatically through integration with other Salesforce.com provides the Status field 8 applications Out of functionality. However, Unisys is not developing Scope integrations with the City's legacy systems to update status fields. Provide ability to create scripts for call center agents to prompt them to ask drill-down Unisys will configure forty-three(43)different service 9 questions In Scope request types for the City of Elgin agents. These service request types will be available via a agent scripting. 10 Provide ability to auto-populate fields based on previous calls In Scope Unisys is developing an integration with CTI to auto populate citizen information. 11 Provide the ability to establish user-defined workflow options Product Salesforce.com provides this functionality. Provide ability to create process scripts, or a similar function, to guide users through a Unisys will configure forty-three(43)different service 12 service request, prompting collection of all necessary information to process a request In Scope request types for the City of Elgin agents. These service request types will be available via a agent scripting. 13 Provide ability for a service request type field to allow distinction between initial or follow-up Product Salesforce.com provides this functionality. inquiry Provide ability to capture the following types of intake data, including but not limited to:date, Unisys will configure forty-three(43)different service caller profile data, issue type,safety concern, location, contact data request types for the City of Elgin agents. For each 14 In Scope service request type, Unisys will capture the citizen information, location of the issue, and a description. For eighteen (18)of the service request types, Unisys will configure no more than five(5)data fields. 15 Provide ability to capture the asset linkage data Out of Scope 16 Provide ability to make a reservation and capture RSVP data Out of scope 17 Provides short cuts such as toolbars or hot keys Product Salesforce.com provides this functionality. 18 Provide ability to set up appointments In Scope Unisys will configure two(2)service request types to include the Saleforce.com calendar feature. Provide ability to collect information related to external contractors External Contractors will be added as contacts and 19 In Scope some external contractors will be end users of the system. 20 Provide the ability to search on user-defined fields Product Salesforce.com provides this functionality. 21 Provide a template for"actions to be taken"field(s)to resolve the request Product Salesforce.com provides this functionality. Provide the ability to define and maintain transaction types and department and division Unisys will configure each service request type to the 22 codes(e.g. route transaction to correct department/person) In Scope Rapid Response work queue. Any additional routing will be manual by the City. Provide ability to automatically assign department code based on transaction type and send Unisys will configure each service request type to the 23 an email prompt to the appropriate supervisor In Scope Rapid Response work queue. Any additional routing will be manual by the City. No Email Integration Provide ability to automatically assign a priority code, based on transaction type,with an 24 override allowed(e.g.,for city council requests, city manager requests,service requests In Scope Unisys will configure each service request with a which impact a large group of citizens,time sensitive,or after hours requests) p priority code. Provide ability to allow entry for multiple addresses per transaction,each able to be Out of 25 assigned a type code(e.g., reporting, mailing, billing, problem location etc. Scope Each"transaction"must be entered seperately. Provide ability to automatically determine duplicate requests by type,date range, and Unisys is integrating Salesforce.com with the City's 26 location In Scope ESRI application to help manually identify duplicate request types. 27 Provide ability to create parent-child relationships, so multiple service requests may be Product Salesforce.com provides this functionality. linked to a master request 28 Provide.ability.to link.more.than master service request to another master service request Product Salesforce.com provides this functionality. Provide automatic alerts when new calls or requests come in, and notify citizens of status 29 and changes to requests as the status is updated by the departments(e.g., provides a In Scope Alerts will be provided by email triqqer to a wireless device 30 Provide a unique identifier for each citizen, so that all requests and contacts from a citizen Product Salesforce.com provides this functionality. may be linked(e.g.,for the purpose of providing a history for that citizen 31 Provide administrative tools for name correction,duplicate checking, and merging of Product Salesforce.com provides this functionality. contacts 32 Provides an undo function Product Salesforce.com provides this functionality. 33 Requires user confirmation of a deletion Product Salesforce.com provides this functionality. 34 Provide an automatic default to today's date with ability to override In Scope Unisys will configure any date field on the service request type form to default to today's date. Provide ability to record activity notes related to a request,that are unlimited in length, and Salesforce.com provides this functionality. Note: 35 Provide scrolling capabilities for viewing Product There are some field length limits on certain field types. This will not preclude the City from entering mutli le activitiy notes. 36 Provides ability to display notes in reverse chronological order and include author Product Salesforce.com provides this functionality. identification 37 Provide automatic date/timestamp by user ID Product Salesforce.com provides this functionality. 38 Provide ability to record person making an activity note entry based on user ID Product Salesforce.com provides this functionality. 39 Provide ability to establish work queues for each department for routing of requests In Scope Unisys will configure the City's work queues. 40" Provide spellchecker capabilities Product Salesforce.com provides this functionality. Allow tasks to be routed or re-routed manually to work queues Unisys will configure all service request types to 41 In Scope automatically route to the Rapid Responder work queue. All other routing will be manual. 42 Allow notification of an item in the work queue(or member(s)of group)via email or dynamic Product Salesforce.com provides this functionality. refresh of the work queue display 43 Provide ability to assign staff on a geographic basis Out of Scope 44 Provide ability to assign staff on a project/task basis Product Salesforce.com provides this functionality. 45 Provide ability to escalate requests manually, or automatically based on predefined Product Salesforce.com provides this functionality. expiration rules 46 Provide ability to create and update automatic or manual reminders that are time triggered Product Salesforce.com provides this functionality. and defined for each query type 47 Provide the ability to send outbound reminder emails to inform citizens of specific events, In Scope Emails will be sent from with SFDC such as bulky item pick-up. 48 Provide ability to display the citizen's previous interactions using different search features product Salesforce.com provides this functionality. 49 Provide alerts and notifications to responsible party upon call assignment or when past due In Scope Unisys will configure based on service level. Notifications will be sent via Email. Provide automatic escalation to supervisor for past due,emergency, high visibility/urgent Unisys will configure based on service level. 50 requests or others that are escalated due to the volume of citizen calls In Scope Notifications will be sent via Email. Ensure that Elgin's name and logo can be branded on the application such that the look Unisys..will.depoly the Salesforce.com Self-Service 51 and feel can be made consistent with the city's Internet site(www.cityofelgin.org) In Scope portal with the City of Elgin web-site"look and feel." Provide ability to define service level agreements and time to complete metrics for each Unisys will configure each service request type with a 52 service request type and allow call taker to let caller know estimated time for response or In Scope service level. resolution based on this redefined criteria n-n.;�.c ..q"'' T: .�.. ,. .i ;". ..'Py'.r x_ - •.1: ,P"Lr. it a'in' - '7N>(.: -7 W'+ 'D.;zF C t r.f>. ....K! , �5..rkrY.j •,? ;�.'�' { 'fi 'k., •V',.. f'ly- :' 9. N:lF1�� t ."N1rr ItIZ @ny$e�f$erVlCePIR;A4tXIff d C ..�' .:S��Ss.r T;an!.;t ts,.iFF ! ._?. .cr: 11 ,R.t %` a'J`?F �u f. ".e11 .:"�?#.�Z"`• ..'''w':�:'^i..sw .�d_:�3;3 � ..'..-. s- ..rS=�.�nk,.�7x�',:.._?, .,. .mrF:.,, �sn?.:i�,:.'tf:.l.�r'.� .�JI>�.�.r,+°3;._..._ x.r.. 53 Provide ability for constituents to create(and change)a personal password for the purpose Product Salesforce.com provides this functionality. of submitting or trackin ,re uests 54 Provide the ability to request a new password on-line to process on-line interactions Product Salesforce.com provides this functionality. 55 The ability to poll and solicit feedback from constituents In Scope Timba Survey Provide ability for constituents to receive acknowledgement that their request has been Acknowledgements will be sent by email from the 56 received and a request tracking number for follow u In Scope SFDC platform 57 Provide ability for constituents to update personal contact information which would be Product Salesforce.com provides this functionality. validated by the city 58 Provide ability to automatically send an email to the person that submits a request through Product Salesforce.com provides this functionality. the website to acknowledge receipt and subsequent com letion of request Provide ability for requests submitted via constituent self-service to be automatically routed Unisys will configure all service request types to 59 to the appropriate department or staff for prompt resolution In Scope automatically route to the Rapid Respond work ueue. All other routing will be manual. 60 Provide ability for a call center agent to retrieve a service request that was submitted online product Salesforce.com provides this functionality. via self-service 61 Provide ability to enter service requests via social media tools(e.g., Facebook, Twitter) In Scope Unisys will install components to enable this 62 Provide ability to enter service requests via smartphones(e.g., IPhone;Android) Product Salesforce.com provides this functionality. 63 Provide ability for requestor to print the service request Product Salesforce.com provides this functionality. .. ,-..;.,,,., :�•:� a.+:,r-.:n .� is-.w•.:. -_�-....vye.,?;", k ..:' a �; "';�'!: '.f`i('*�- e. :C. ,ray.'_ n _-•y ri. «a,* "Y�Ya..epr' �! M x,rS_5to � S-a.?;?�'!'. �'..4? 'T"f;.d+,<. � y:'a'�".Y,r'f. $ _ � ..EF�,( SSG.„4�,+ J%', 1+ T:jF�'n.. .�" '� .b 6'�".(C,7• ,,:�i",. q� �Yj�.2?�;y.., '�«'ti�^ _ ,3„[ 3,,ft ,?.. C f�[�'5:�!enr���'?'�,l Lo,,,cation,.Cen_tric�F,eatures � :^'”S�',ti{�".�,;`E/�;'`r��.c�r..S__� z"}id::7�,r'�.�:`�s,..ai... .is���r�a5'�.^�z l�t? Jr�S�i�a�wla"wr..rsati :`�__��..$.,Y•N rfl.!�_._.l"y,:M��,r .rr:. 7x;��<r+..n� 63 Provide ability to create,modify, and verify address entry against a master address list for In Scope Unisys is integrating Salesforce.com with the City's consistency p GIS/ESRI. 64 Provide ability to suggest street name spellings(i.e., a pick list/drop down menu)against a In Scope Unisys is integrating Salesforce.com with the City's master address list, if a possible incorrect spelling is detected p GIS/ESRI. 65 Provide ability to allow and validate partial address or location entry against a master In Scope Unisys is integrating Salesforce.com with the City's address list p GIS/ESRI. 66 Provide the ability to insert location descriptions such as street,place, etc. In Scope Unisys is integrating Salesforce.com with the City's GIS/ESRI. Provide ability to record a non-address-specific location, such as intersection,corner, Unisys is integrating Salesforce.com with the City's 67 vacant lot,etc. In Scope GIS/ESRI. 68 Provide ability to identify frequent and/or chronic callers Product Salesforce.com provides this functionality. Provide ability to identify calls form citizens living in the same household.The grouping 69 should include such data as address, home phone,cell phone,email,etc.from each Product Salesforce.com provides this functionality. individual '*f' •"stn. ,._.�._..c,.m•uu.,... .:a x_svm:..,rn.. � :.• a G:-.T,A 'n r�r ti.. r _{{..-,.. .�.'. i_.•..,1 rant �. ..t . � T i.',, 1+s "S. .' , 7 ,!� Multi=ChannelAlnte ratwn�' f's• Y;., 4_ y-� ' r �,C�..-,•'�J��i2.k:_....<,..-...,..,� r..........,,....-_..9.a.,.,...: fi. '4:�..:� Oki 5,� _,+�Lti�"3�G5'.� >�.�..S.i�^t....n....ii!. ,. �L,c.=1....,�fn±"�.z„+"� ,...::.L� e.'�1,...0�,�4.'?a �l.?,!✓':�,mu1.r.�.fliw. �4r:N+x„ Ma�?i7trs:r�hti�:lc.�.rr�''.�Vl.'P!�i?'. Provides ability to accept requests or inquiries and track those requests in a single Product Salesforce.com provides this functionality. database or source from-multiple channels, including: 70 In person In Scope 71 By phone In Scope 72 By kiosk Out of A Citizen Portal can be installed on a kiosk if desired, Scope if kiosk is supplied by Elgin 73 By text or instant messaging Product Salesforce.com provides this functionality. 74 By TTY Out of Scope 75 By E-mail In Scope 76 Over the web In Scope Self Service'Portal Via smartphone Using the browser on the smartphone, anyone can 77 In Scope access the application via the Portal.Will be deploying the native mobile application only for the City rapid responders on an iPad device.. 78 Via social media technology In Scope Link to Facebook,Twitter provided P' ,2 ,. Communications Management"..' IT ` a*�f'.. .� ' LP-TI- n +�, .yw r t z j r SS ••.m.Y�''?7..�.T'. .,.,.,.._ .. ..,.....,�.,,.. :R,.,.,..a... ,,.....•_.�„� b, � 'v.`'�+t.... n .v�a..« ....a; � �-. :.,� `'�T?RF.,.{.•;'.T} J..r r{. .k•1.`•Rl:�.?.9 ':17 .alrt' r..�i.f�rY,FA.ai7.'1+i. 79 Support e-mail routing and queuing based on department, availability, citizen profile, and In Scope SFDC will be configured to support this various other,business-defined metrics 80 Provide ability to support both unstructured and structured inbound a-mails In Scope SFDC will be configured to support this 81 Provide ability to store scanned document images and attach the images for a specific Product Salesforce.com provides this functionality. transaction 82 Provide ability to date/timestamp attachment entries Product Salesforce.com provides this functionality. 83 Provide ability to identify the user who attached a document Product Salesforce.com provides this functionality. 84 Provide the ability to recognize invalid format or entries Product Salesforce.com provides this functionality. 85 Provide ability to send email alerts to all users using a banner messaging system In Scope SFDC will be configured to support this 86 Provide internal real-time message routing capability for broadcasting content to all, or a Product Salesforce.com provides this functionality. specific qroup of users .. ,-::.•';rmnra.,• •....,....o-,..� -• '-Y°'.'�i '^�:'Y ,;.-s;-�✓�, >�-}:�::y;,�...,.. '�,�;Vii, •p...-r.pt .��'"': °,fit. ^7•X:5>.".•ifI&: �C4�. t ��rrrt�r. err K" KI'^7',;�' °' '°rr'2;,'i�j;�)�, .tfk �` �, , Knowled e'�Base•ro '-��, � :x';'. �''•u a v , .� ,� s•�+ � :� �� � e•5_ '� . ,+ �v�..,r �.i-�x?.7E.ax,nn. �la,..�a,,.,«.-.U.. _g..,r. a?:-L...ka T'7„�,,7�ui.}�...•A?'S,S'�.�,.��., .; ��.�, ...+....!lSai. r�;Slt� i'�.�h�, St'�.d.Gt�.rc�¢ :ai {u-. ;cr! �h.i_7�C.'_�,�'£Y'"t _a_r�.v�•`.`�.X'i✓.+,.kvx.. ..' 87 Provide an easy to use online phone and service directory searchable by name, special Product Salesforce.com provides this functionality. event service rovided or department/division 88 Allow the knowledge base to be available to internal employees and constituents over the Product Salesforce.com provides this functionality. 89 Allow the knowledge base to contain sections so viewing may be restricted based on the Product Salesforce.com provides this functionality. user's rights 90 Allow an administrator to update the database and modify workflow options Product Salesforce.com provides this functionality. Provide an online contact directory for commonly requested non-city agencies(e.g., Kane 91 Count Dundee North Elgin)searchable b agency name or services provided In Scope This is a knowledge content item. 92 Provide ability to search the database by call type, address, location,address range,date Product Salesforce.com provides this functionality. received,status, issue or subject, or other key fields as defined by Elgin 93 Provide Frequently Asked Questions(FAQs)that are definable and searchable to allow any Product Salesforce.com provides this functionality. staff to handle an issue regardless of the department 94 Provide ability to search the knowledge base using full-text search(e.g., natural searching) product Salesforce.com provides this functionality. and advanced methods(e.g., caller,date and wildcard searches 95 Provide audit trail to track changes to knowledge base, recording user and date/time of Product Salesforce.com provides this functionality. change 96 Allow FAQs to be sorted into categories and subcategories Product Salesforce.com provides this functionality. Provide ability to display top issues based on historical usage, ranked according to the most 97 viewed.This list should have'the capability to be updated on a periodic basis(weekly, Product Salesforce.com provides this functionality. monthly,etc. 98 Allow attachments to be associated with FAQs such as forms, brochures, photographs, Product Salesforce.com provides this functionality. pamphlets,calendar of events etc. 99 Provide driving directions support In Scope Unisys will be installing the Google Maps application. 100 Provide details about city facilities, including but not limited to: lay out, design,events, trails In Scope This is a knowledge content item. 101 Provide ability to track the number of calls for FAQ inquiries(e.g.,a counter function) Product Salesforce.com provides this functionality. 102 Provide the ability to purge time sensitive events Product Salesforce.com provides this functionality. Allow sharing of information on issues that require cooperation between different 95 departments and outside agencies.Sample agencies include: Kane County, South Elgin Product Salesforce.com provides this functionality. as;' u yam.r. '}fic7d 1TV 111 x ._r_: F :.r�+° ."I_'d r '1ti SIll v.. Reportm raan- Ca VW5 " ,.r t k, p:�b'�� � t �� F t ;s ter_.�.,. :..,9_,..,>�.....<.rY�,.�p.�..tY�t,_ :ts�+7-�,I.��.�.._. �.��_.�,,. .�. �u'��i,., ,yts,.�. .r�+:1�, 96 Provide ability to generate reports based on a set of key performance indicators as Product Salesforce.com provides this functionality. desi nated bV Elgin 97 Allow reports to be viewable on the screen, in hard-copy format, or available over the web Product Salesforce.com provides this functionality. if security has been allowed to do this for this report) Provide report writer capabilities for the development of custom reports(e.g. Crystal Salesforce.com provides this functionality. Additional 98 Reports) Product Reports using Crystal Reports is out of scope. 99 Allow report information to be viewed in graphical format Product Salesforce.com provides this functionality. 100 Provide the ability to export report data into other applications and formats(e.g. Product Salesforce.com provides this functionality. PowerPoint Excel Adobe etc. 101 Allow ad hoc query capabilities Product Salesforce.com provides this functionality. 102 Allow query selection criteria to be named and saved for future use Product Salesforce.com provides this functionality. 103 Allow for scheduling of pre-defined reports that can be waiting for the staff or emailed to Product Salesforce.com provides this functionality. them on demand, monthly,weekly,etc. 104 Provide wizards to help guide the report writing process Product Salesforce.com provides this functionality. 105 Provide that the report writer contain an author log, users, and date of most recent update Product Salesforce.com provides this functionality. 106 Provide that report writer allow direct export of a report or attachment to email Product Salesforce.com provides this functionality. 107 Provide ability for all reports to be date sensitive, including the ability to print for prior year's Product Salesforce.com provides this functionality. data 108 Provide ability to print labels, including mailing labels for citizen related mailings Product Salesforce.com provides this functionality. 109 Provide summarized reports on user access, usage, audit logs,etc. Product Salesforce.com provides this functionality. 110 Provide backlog,service activity, and closure rate statistics for all work order activities Product Salesforce.com provides this functionality. 111 Provide ability to report on all work orders and associated service requests Product Salesforce.com provides this functionality. 112 Provide ability to generate variance analysis reports comparing the actual TTC to the Product Salesforce.com provides this functionality. estimate provided to the caller 113 Provide ability to utilize pivot tables in the reports 'Product Salesforce.com provides this functionality. 114 Provide the ability to flag certain elements of the report as confidential Product Salesforce.com provides this functionality. 115 Provide ability to generate"hot-spot"reporting by specified city area Product Salesforce.com provides this functionality. 116 Provide number of inquiries/calls per division/department Product Salesforce.com provides this functionality. 117 Provides ability to print copies of records, standardized forms,emails, and letters Product Salesforce.com provides this functionality. 118 Provides ability to generate letters with appropriate formatting for mailing or sending via Product Salesforce.com provides this functionality. email 119 Provides ability to record when and which types of form letters have been sent Product Salesforce.com provides this functionality. 120 Provides ability to store copies of correspondence sent in an electronic/digital format Product Salesforce.com provides this functionality. _ _ ,u�� '!.+: � 9.�1.�11�..4�'wR'i.�N�r4�ri � �+,✓°,�.���.,..lkl ...fl^i'ICY'c��'•.�f:'vl1`Vt}'4��'L4�.�.AYk.t443'...XW'f�}�:'w� 121 Provide dashboard capabilities that will display reporting information based on user's Product Salesforce.com provides this functionality. defined role within the CRM system 122 Provide ability to customize dashboard information based on user's desired level of Product Salesforce.com provides this functionality. information 123 Provide real-time analytics to capture key reporting and metrics Product Salesforce.com provides this functionality. 124 Provides the ability to assign and/or link management summary reports for comparison over product Salesforce.com provides this functionality. time and benchmarking against other municipalities 125 Provide the ability to create and administer a survey In Scope Provided with Timba Survey. 126 When polling constituents, provide the ability to see a status bar indicating what percentage In Scope Provided with Timba Survey. complete the user is 127 Provide ability to define SIAs for each work order type In Scope Unisys will configure forty-three(43)service request types. 128 Provide ability to generate reports based on citizen surveys I In Scope lProvided with Timba Survey. City of Elgin-Constituent Relationship Management Requirements-Call LEGEND •, In Scope Unisys Configuration Services Product Provided by the SFDC Platform with minimal configuration requirement Out of Scope Not included .., "t=''� o, .,�,.y;, 01,._..g.gr.. �,�.i. -•r.V.- :c '.r Refe"rence. f .r . r s �, r'; .��. rk.. � �,� �.F,> ,r +i .-s,A ti•��+ S^:' °It, gr.v4a"' f,.r ,}h klk �^ 7 Fw ter q w� �tbl .yR �� `l ;s4C ., J.. t Y; _ �i. •3%�4` `.u� y.''•�1+•." ' � 4T i e: 'l +'"•Ve'&' Gominents ": 35,u"ry •l"t ;xk,'lenter-GentncRe uirementsh � f� . 7 ,, ,�, ,.. ,� krEC ? , #Y,p � .�r � r�.41 t 1 t� :w . .._ f_ i... . 7 ' i'4 ?vt2+' srr �Y.�c.r. �'1'.. '�. e._.•,+ Iu.A.t_.a;Y pr r*r.A��f+�:a...•$•?.. ? t.,y k.a rod , "C•ra:;�:i b� , [i... n...:Sy , «v... r:. .j•;sa f 5°tZ N_:"�, ,S"..h. ,,.,�f£ t ,F far+.+.- +i; c �,�, �. �'f'"'FI.- x 's._,^±y ,'�s..'s;2�: .c,x• ::x'- .i a'S'Y,, i 1 ;i�;.. S _.ip�,., �"r'�, � -}'�"1 'sF` �4 7 j,� ,�,�$ 'y��} $�'rt"t''�•, f �jj�5�i.�j y}' 2. q ,, �.,7"�1 �. �r�, f�.tr'r V1.s 3,y � i .`��d t, �� �"�.;rn<�Ss,e•eY..:,dV�" r?:§!KS'".k._:...1.': 77�Y aF�.. r..��� ..tl�i�•�.,r''s'}p `.=�.'^�iS�7•x._f.'�1.� ..�:ad�r�.".:. .a[P'C';SS �.?C,yi^,'7rit:�tci"1.`.N..�S' r4%�..^€`v�'�.t., a�f.}� i.`'a.s .Y� �• .�';va>'� !° ,i, -,.,'d" - z.. :31'u{, �' ' „' °`Yd :i,:ry'iW '".ii a ,,.r3• r ,u:.Or`' rl: : i: >r :nrxtu 3F'r,n ,+ «,a�'�^`'•i.:���x,t��CaII�C'ente_"r.t'�Ca'abilit ,,,,�t;�;'�r..�.+,�«�s� r F,_�.��r'-µ`.`� s.kS�l�n���•�..r_,�'�rt;e t�;•Y. „,'.�,cw�M.�w,:1.'�r_�c•:2�.._,�,:J:: ."• �'tt_`�'"`_4.���ti_y.e�,:�=.s,S�r,�r F vx�_�'"saz�:hn�'t...•,�t tkc„�1,._,r.. :��04;*,"M 1 Provide ability to operate application in a call center environment utilizing a VOIP In Scope Unisys is integrating Salesforce.com with system the Cisco telephony infrastructure. 2 Allow for load balancing of calls or requests Out of Scope 3 Allow user-definable call types, categories and priorities In Scope Unisys is configuring 43 different call types 4 Allow for user-definable levels for each call type (time to respond, time to complete, In Scope Unisys is configuring these properties for service level agreements) p a the call request types 5 Allow for skills based routing of calls to appropriate a ent Out of Scope CISCO Telephony 6 Provide the capability to process all'calls through a single phone number Out of Scope Telephony Infrastructure 7 Provide ability for a supervisor/manager to listen in on a call-taker's call for quality Out of Scope Telephony Infrastructure control purposes and can store phone calls in a digital format for a specified period Provide"whisper”capability to allow supervisor to coach agent during the call 8 without the incoming caller hearing the supervisor Out of Scope CISCO Telephony 9 Provide ability to interface with the city's current voice network In Scope Unisys is integrating Salesforce.com with the Cisco telephony infrastructure. 10 Integrate with an ACD (Automatic Call Distribution)component to support call In Scope Unisys is integrating Salesforce.com with intake, provide outbound messages, and generate performance statistics the Cisco telephony infrastructure. Provide an Interactive Voice Response(IVR)component which should only,be 11 utilized Burin heavy call volumes or emergency Out of Scope 12 Provide ability to interface with the Elgin 911 and reverse 911 systems Out of Scope 13 Provide ability for caller to leave message instead of waiting in queue and have the Out of Scope message queue for a call back MPM11.WI it PCOVIde abili �toTmana a thetfollowin 'eneral call,eenter,functrons:i n � '�*.a�2 WIM65 w� .�.._ �_ ._._ _._. ._ . . �,__ _,. __ __ �' � ,. .ra ...�' �t�F'�w�' .,:_=�'�r.?.�,�:.�...:•�'xr� r��,w,st�.��''�.(?� �rv,,:,.rk� 14 Call management and routing functions In Scope Unisys is providing Call Center SME services. 15 1 Database support in call management Out of Scope 16 Basic call center agent interface features In Scope Unisys is providing Call Center SME services. 17 Interface features for queuing, call selection, and call transfers In Scope Unisys is integrating Salesforce.com with the Cisco telephony infrastructure. 18 Call center service scripts In Scope Unisys will configure the Salesforce.com application with agent scripting. 19 Call blending support for inbound and outbound call activity Out of Scope 20 Service activities reporting In Scope Unisys is providing Call Center SME services. 21 Service inquiry statistics on call center performance In Scope Unisys is providing Call Center SME services. 22 Data collection and output support for analyzing call center activities In Scope Unisys is providing Call Center SME services. 23 Handle inbound and outbound calls In Scope Unisys is providing Call Center SME . services. gib., w °{ 'Sy -.i M'i •R I�_„-1..� -t. __ .r,r 4,!.r 1.i,- �r-+ !a7T r. - �: w r.-mow. f Call Center Re 'ortin ddCa"'abilrt � � � t t d �, � + _+ s++; _4;J ,._.-..d... _6t,,.-. ..1... F .__ ,�r:��rr^S.A.�i•r..:T: _,.,:..;� �,�,.�5`'.4a v :Y" o:.i 3§.�:r�..�,.r.r "� ��r i;s�N.i?rl,+::tix'x`.a77�,sP°M Ian ,:ii„��,.��' ..r..znx,:�1: ..��.�.Un,^S�;?'1��.'-�_., Provide a set of standard reports that will provide statistical reporting, including but not limited to: 24 All open calls Out of Scope Cisco Telephony infrastructure 25 All closed calls Out of Scope Cisco Telephony infrastructure 26 All past due calls Out of Scope Cisco Telephony infrastructure 27 All calls related to a service location or intersection Out of Scope Cisco Telephony infrastructure 28 All calls related to a specific inspector or officer Out of.Scope Cisco Telephony infrastructure 29 Requests that have been escalated Out of Scope Cisco Telephony infrastructure 30 High priority tickets Out of Scope Cisco Telephony infrastructure 31 Call volumes Out of Scope Cisco Telephony infrastructure 32 Call duration Out of Scope Cisco Telephony infrastructure 33 Abandoned calls Out of Scope Cisco Telephony infrastructure 34 Call taker-specific activity Out of Scope Cisco Telephony infrastructure ,, .f.,�.:w..E . . 62K -., ;F' Zq `5 ; rte ,-=n t, a"—a y y may; t•r ,mss •qr r NIUIt1.=Call. L18_ Qa`Ca. abl�ItICS1.Y��� .:.�k� �,a�l�'h:�'� .'�Pn�ey'jcr .: tS�f.�.::x�r�.?'f•'�taf,•.�'"f 'ik7>d3S.•?,�f3-'' k.�,+.�t�!-5u'�.`i',��::�°-'u`r?a:_S�.'���. �.g ., f. t tp�o-1 J 33 Provide ability to display information to user in Spanish Out of Scope M• ,y y..t'.F+. �x� .TM -.,.-.•r_...r.-. ,.,... ..,� :, vr--'.-.-.--:v.� .I yf' )a.. ..."v^WycP'>>.,._. .zs. ;=r r T•'.a p r..r. f,?' ' '.TC.,+.�iMultr•J.urrsdretronalfCollaboratron a:. ��, A a,.: .'.;'•`•. ti ��:,1`"+�,,+�!3• c. - .�rfr�, +r ,�. h ��k. -7 py�.« w, .«'";. .,�' ••. - -� �'''YY.t? ,?;``'w�•r ::+. deh....:n'.•'3'.a.:Y�t2'',. ..... ..... ..._... --a. __._...?3�c'7Jk„ !."4.._'a..x..$lk.cad""CLi d n.tf�reA.,r .., aW,�s',,'�i.f `.... ...•,..v y.,.n.9�d ...__.1 ,,.i�..'�+..., ,.�'. ,;h?n 4 ..,.rctti.v._..�i. Allow sharing of information on issues that require cooperation between different Department and Outside Agencies will be 34 departments and outside agencies. Sample agencies include: In'Scope provided end user licenses to Salesforce.com or contacts within Salesforce.com. 35 -ComEd In Scope 36 -Kane County Departments Sherriff, Health, others In Scope 37 -Local school districts and libraries In Scope Provide ability to perform regional reporting across jurisdictions Salesforce.com Platform is capable of 38 Out of Scope supporting this, but requires additional configuration work City of Elgin-Constituent Relationship Management Requirements • LEGEND .'t �^ .r , ,t� ,, In Scope Unisys Configuration Services Product Provided by the SFDC Platform with minimal configuration requirement Out of Scope Not included .c r•. >t- - r ,i;`. Mdf @fence '�:5y npyTrorv�gF+,+evsr n-yV'it 7 ,i i. •,7!rve-.. '9'; r-wawa,=^fa: CFF, -'.� .^w-:iY+b 4r�._: sw,i' 'ix^. w,�r-, �^ .,u,--•r. ^ciR+'4•v„v,., `•= < * ,"cr" ^T. �f r, i'1 f r f :'Vii• « 5 r u. d? C = M-1.1 = ?fie,. 1c i4•coa=.; AiP � •h:. X }y y fw C'_ t ,+ e 5,.>,,;f J7v.W, M1., r w.,i M, f 9�>:S- ft,.. .e° f"a'„ u.,,. X4•y F!, 41 -r 3r. s ...-. .. 3' ti,'�., -f ' ,".,..w .,;^t ,�i. ,*•.,. . , >c°,�.. sr'T" •.. r {T e•x ,'�V•endorComments'., - ?.F`k« }},��4 .9eT' uI ti1 -+N'ws .& t y` r, .,,t z.f , Cr: s _ t o Z a, , :i!�.c'4 Number GIS Inte ratron'yCa abilities µ,. 4' d r r A 3 ' �4 r'°' _ S 2+ y ,•.. S._ S?nt 4...7 U�t xi': e x„�J a 1.J..,I?a.Yct�S.Cl...u[%wx }S�A�J a �yf}_ y.::rv..•�;,; �:r.,,�.”. F"iA.` k 51,r,�..-.#. r.{Y:.r ,i}-..�:v:•s^'a-, :.'.->SF "�.1:""'x'C y ti,.^(r.t..r. .:^,P .�•a.v t - .: rT�8'jC-rt +. . ,-("r'aif•'Y'£° i"w'' 2 !;F.P'.'�A r t+�.. "fi'- ""r t•ee''i:?.:,.i. cLSd.:=.,tw. �,!'r��,?.,L'ji'3sc:.,�..n,.,it��""4!Y�f,.GrS:�.. ,�P✓.w��7,fi=5iF,.k•�,�'^'E"+.. lu.,.'.:...L�+_.,Y'.,�tW, JLft?":.aG�.. 4iT as y.,. �Yi'.�..t•_t�, ak �•,.N .l..il .S' 41„ F£ �c ,'r. _�.`:,r..},+h�. ,,,,,„ _ 7.� V?3•': S .:C.. ."f�q'r•'6l'9fh�,'.i i•. 'rr-,. y ", * }. �"v-+r.•, ,) . ::�s•-�..�F•'.'.�a=,.�GISt`,'��tk,_�,�k�� „�.�" .,#!'•��n?v!.au�Rv.C°.t�.7 1..!.,�� .�'�,,,c,•ka.3't fir}:?1� '�3��r �-�{,"f ,¢�fic' f��'-�''T a�„�(`�,.a,.Yu�e..=�•�:,'i�i• rM Y rd'�''"� w�rr-;. � �;'J�r]' .r .,.,} �,�•.,jt' ...G.�•^S1!.`la.m +Y � �..� ...:..r:,'..'T.9.:1,. .,�_'!- ....,.1 :kN'.. ..... �.,. w�'�!✓: i..l.. /4�.t.•a�a�S ..`�,: ... ..,�"�C..'r„ �.x:7{.9 44_ i6''.I..=e.�A.'.'k.e° .':Ll,'1...°h� 1 Provide ability to use the city's GIS data for all geospatial applications In Scope Unisys will integrate Salesforce.com with the Cit 's GIS/ESRI. 2 Allow update of attributes data for assets,whether managed in GIS or the Work Order put of Scope System Navi-Line. Integrate with ESRI versioned geodatabase. Describe ability to work with all data structures 3 supported by the geodatabase,including tables,feature datasets,feature classes,domains, In Scope Unisys will integrate Salesforce.corn with the City's GIS/ESRI. geometric networks,relationship classes,subtypes,etc. The system shall provide a method to verify accurate street addressing and locations based 4 In Scope Unisys will integrate Salesforce.corn with the City's GIS/ESRI. on the city's standardized address database Addresses/locations will be matched to GIS-based address/sub-unit point locations.If a 5 match with an existing point cannot be determined,the address will be located via street In Scope Unisys will integrate Salesforce.corn with the City's GIS/ESRI. segment address range. If an address/location still cannot be determined,the call taker will have the ability to overrides stem error messages.A notification will be made to the 6 Provide the ability to specify a location as a street address/subunit point feature,or geocoded In Scope Unisys will integrate Salesforce.com with the City's GIS/ESRI. 1by address range along a street segment,or as an intersection,or commonplace name Utilize GIS asset representations as master asset register. Synchronize GIS and Work Order 7 (Navi-Line)contents,including asset inventory and attribution. Indicate any necessary. Out of Scope changes to GIS setup for example,current segmentation rules to accommodate work order Eplication ovide GIS-centric integration such that a location selection and identification process is 8 arnlessly performed between the geographic and corresponding data/text fields in the CRM In Scope Unisys will integrate Salesforce.com with the City's GIS/ESRI. i.e.,zip code,district). Provide ability to work from within the GIS environment,view a"dot map"of pending work Unisys will integrate Salesforce.com with the City's GIS/ESRI. orders on top of a city-data basemap;and assign individual work orders to crews with"one Unisys will be displaying a City GIS map for each service request mouse click"on the location of the pending work type(case). The map will display all open service request types 9 In Scope (cases)near the location. Assignment of each service request will be to the Rapid Response work queue. If this requirement is meant for Departmental supervisors to assign Department teams from a GIS map and not the Salesforce.com application,then that functionality is out of scope. Provide ability to work from within the GIS environment,add a new GIS feature(representing Unisys will integrate Salesforce.com with the City's GIS/ESRI. an asset)using ArcMap,and populate the asset inventory database Unisys will be displaying a City GIS reap for each service request type(case). The map will display all open service request types (case)near the location. Agents will be able to select the location of the asset using the City GIS map. If this requirement is meant 10 In Scope for Departmental supervisors or agents to"add"new assets in the City's GIS map in Salesforce.com and adding the asset into the asset inventory database,then that functionality is out of scope. Note:From a data integrity and asset control standpoint,the City should not allow agents and departmental employees the ability to modify asset information. Only select Departmental employees or supervisors should be given this authority. Provide ability to work from within the GIS environment,split an asset into more than one Unisys will integrate Salesforce.com with the City's GIS/ESRI. asset,and select the resulting asset that should be associated with each of the original Unisys will be displaying a City GIS map for each service request asset's transaction records (case). The map will display all open service request types near the location. Agents will be able to select the location of the asset using the ArcMap. If this requirement is meant for Departmental 11 In Scope supervisors or agents to"split"an asset in the asset inventory database that functionality is out of scope. Note:From a data integrity and asset control standpoint,the City should not allow agents and departmental employees the ability to modify asset information. Only select Departmental employees or supervisors should be given this authority. 12 Provide ability to open a GIS window from within a work order to show the location of the In Scope Unisys will integrate Salesforce.com with the City's GIS/ESRI. asset referenced in the record City of Elgin-Constituent Relationship Management Requirements LEGEND' In Scope Unisys Configuration Services Product Provided by the SFDC Platform with minimal configuration requirement Out of Scope Not included ' ,. +a ._ ,._...._..... ,.:.4' "",+T -. .,.,aW4�'^?"A1"'•yY 1 ";ir '+.� k•),'. Y^r .7r; "•:S . ,1�yReference ., r•y ,. ., sS,x .,er, ., w t� .:.1 r t cn acF;., . `"!"ff cr • ,f;•E4 9ya ?f ' s" '" ;q•:. ' s* �ra + � x5I. # ,t, 7 .4 4 D + k :Ydt at erg "! YPe Vendor:Comments r.h¢ .,,4, > ?r 7Y!:�Number=,tt: Informs,.Z1echnolo ;Re uirements a;s. 4 ', n ".'sr•.,,..- t r. :'?',t�. r. zl 3r:t r .ryJ ..Qc ,r.. -r '" ^lC•:- ,„ «. r+. y .yyr.� C.Ai'+. �. ...,.•_ ...._ ,.,,�,p,�. - .Y'1-� en> Tn "r{ Y �'.. t'3 wr•S x� >5fi' rN ., ..�.xd :•,t.t.l"t,.,^`Y.�l"+,:.,ir,.� .i'�? n�_.-a,,...i�"rrC„tt-ac°r„,,�n�:�i`x�f:J: .�'�N`;,�a/{+../'wY'i6:1F5�T'+;r•�x?�:, a�.•rr+,w•,i�i��a T"�r3 @i'.'�';�:'�, �'1:,`4 '�r�tr. . r'``zo-°�SeY+�,�*f'`;'8 "9�.7hr'�?f � °:`nf a F f'z.tf7at�:,L.i'+ t ;r'ry=�,-"" ,r7� s"r�7t��Datailnte n tand.Availatiil'_ . Gr:°,ri`r .3 ,FS�y,'.�v re:rr.*"fa y� v.,,.i,•iM2-?.�>.r"'tb• .z"v.':�r��";4a,.�1 i�'4'rrr,�r'f:":�c �'�,r� r�r5 �.r it~KhtCJ �,. a,r,>t�' :�yr r;r','.ynr .�" �,"°,r l�r°:�w v�.r1, �.,;t'�`C .�,�i_;;s;�.?�.b...�.��_. .�� ,r..,'� aI� _�w�z r, Y� .re.• �.. ,� ..� .�,�,. .,t ,, �. rC ,r?�r.�,.1 1 Provide control reports for all data conversion processes including balances and counts In Scope Unisys will migrate up to 50,000 customer records from Naviline to Salesforce.com 2 jProvide the ability to reset any counters in the system Product Salesforce.com Application 3 Provide full back up and restore functions with logging Product Salesforce.com Application 4 Provides ability to utilize complex passwords(e.g.,numbers,letters,symbols) Product Salesforce.com Application 5 Provides ability for administrator to reset password periodically Product Salesforce.com A plication 6 The system should not display or print passwords Product Salesforce.com Application 7 The system should allow an administrator to suspend an ID from future usage Product Salesforce.com Application 8 The system should prevent the user from signing on after three invalid to on attempts Product Salesforce.com Application 9 The system should periodically request the user reset their password Product Salesforce.com Application 10 System should be able to send bi-directional information in a variety of formats including:XML,Stored procedure,web Product Salesforce.corn Application services,etc. 11 The software should be capable of command data exchange Product Salesforce.com Application 12 Provide users an option to reset passwords by utilizing a username/ assword access mechanism Product Salesforce.com Application 13 Provide ability to encrypt data Product Salesforce.com Application `° h� - +7`.Fi'.' - ? -_F- � -us.""R•1',` l..�'"r �}. i a.r-.^•1--E.«- �:a:; - 4, -,.'r'7' 7;y�: -. "__ _" .rte r�`.tr �� '�� :af�.."fi' c `•u,-x rtr�- n '•'t >ti,-,�: v rs t+. ..+`d. 7 Y � r f T 't� .,�, ti,7-'S. .F'- �;p,.r.,>' .14 Provide workflow which can route transactions to the appropriate le ac applications Out of Scope No legacy system integrations 15 Provide integration with MS SQL Server and other ODBC systems that allow database connection and execution SOL Product Salesforce.com Application statements between systems Provide integration to the following systems,including,but riot limited lo: Unisys will develop integrations with GIS/ESRI,City's -Navil-ine or One Solution(SunGard Public Sector products) web-site,and Cisco telephony platform.A one time data 16 -GIS In Scope load from Naviline(limited to 50,000 records)will be peformed.The Integration with Naviline or One Solution is out of scope 17 The software should contain an Application Programming Interface API or web services interface Product Salesforce.com Application 18 Provide compatibility with the following mobile platforms:tablet,smart phones and remote desktop applications Product Salesforce.com Application ����::..:'kip'a'i�^i�t?ecfiriical?ArifiReitr7�ev�rz`k°,o5�3,t�:`a".�=�.�:. �?urYtf�S�?'s.�"•���..?as_:f{..'+.i3�+��;<..��%+.�:�_�:u''�,��i��...u:ii^;;.�'�u� 7 is,.�?��:`_+��4r�?'i'?ti,..�''?�:. i.y"';.,+''_��..~�:�M..,�i�"'�::`:�x`"�i,.�.;�';';{a 19 Provide a web-based software solution that operates in current version of MS Internet Explorer browser(version 8 or higher) Product Salesforce.com Application Chrome,FireFox,Safari for Windows and Macs 20 Provide a solution that operates within the city's current IT hardware infrastructure environment including server,network, Product Salesforce.com Application storage and printing environments 21 Utilize industry standard PC desktops/laptops(Pentium based). Specify minimum recommended screen configurations and Product Salesforce.com Application graphics capabilities 22 Provide a solution that operates with Microsoft Windows 2003/2008 for server environments. Product Salesforce.com Application 23 Provide a solution that operates with Microsoft Windows XP and Wiindows.7 for client environments Product Salesforce.com Application 24 Provide a solution that operates with Microsoft SQL-Server 2000/2005/2008 database management software Product Salesforce.com Application 25 Provide a solution that operates with S mantec EndPoint solutions fors stem back up and recovery software Product Salesforce.com Application 26 Provide a solution that operates with the current version of,IBM Cognos Impromptu and Microsoft SQL reporting services Product Salesforce.com Application 27 Provide a solution that utilizes application development tools(primarily Microsoft Developer)based on commonly used Product Salesforce.com Application nformation technology programming languages and approaches 28 Provide the ability to set up log event triggers to automatically notify administrators)when a user defined database condition Product Salesforce.com Application is exceeded 29 Provide ability to support terminal server mode operation via Terminal Server 2008 Product Salesforce.com Application 30 The solution should provide for periodic downloads of data to the city systems Product Salesforce.com Application 31 Identify the platform's)on which vendor's solution is maintained and supported,and recommend their preferred platform, Product Salesforce.com Application listing the minimums stem requirements 32 Demonstrate that the vendor solution is scalable and can easily adapt to increased demands,while maintaining a high level Product Salesforce.com Application of system performance 33 Provide the ability to run on a server in VMware Vs here Product Salesforce.com Application 34 Provide the ability to run the system in four environments:development,production,disaster recovery,and training/quality Product Salesforce.com Application assurance 35 The system supports transaction logging Product Salesforce.com Application 36 The system should be compatible with the Microsoft Office suite including Outlook Product Salesforce.com Application 37 Provide a solution that is compatible with MS Software Update Service SUS for diem updates Product Salesforce.com Application 38 Provide ability to support remote display of GIS maps In Scope Unisys will develop an integration to GIS/ESRI. Manage associations among work orders and between work orders and service requests. Support tracking and reporting by 39 individual work order,associated work orders,and aggregations b service request,asset,etc. Product Salesforce.com Application 40 ,dnTM _._..Y „._.........r Jai T.','}.. -� ti -r.rte' ^� .t ,"'';r" _ .-�.� � .�.� '.F ar;�".D.• M n+i "w'• 7n 'r yt.l+1,r � .c�s•;� r. r, s��. "M^.�T.U�.S,a. a� `�v 'r_x�'a :w.,r,yr-,: 42 Provide tools for managing user accounts,security settings on data and/or applications Product Salesforce.com,Application 43 Provide active directory integration to support single user sign-on In Scope Unisys will develop an integration with the City's Active Directory. 44 Provide an audit trail of all system activit ,including by user,date and time Product Salesforce.com Application 45 Provide ability to establish remote access to the city's private network remotely or through an intermediate secure shell Product Salesforce.com Application 46 Provide a method for backing up files and/or creating redundant data Product Salesforce.com Application 47 Provide tools for managing user accounts,security settings on data and/or applications Product Salesforce.com Application 48 Provide ability to include links to external documents or applications from within the CRM system Product Salesforce.com Application 49 Provide an automatic log-off feature after a specified period of inactivity Product Salesforce.com Application 50 Ability to track to on failures Product Salesforce.com Application 51 Provide an audit trail of all system activity,including by user,date and time Product Salesforce.com Application 52 Provide maintenance and support contract options,including the following: 24x7. Salesforce.com is providing maintenance and support. 53 Out of Scope. Unisys will provide support on a time and materials basis if required 8am-5pm(based on the Central Time Zone) Salesforce.com is providing maintenance and support. 54 Out of Scope Unisys will provide support on a time and materials basis if're uired State the standard support hours in the Central Time Zone Salesforce.com is providing maintenance and support. 55 Out of Scope Unisys will provide support on a time and materials basis if required Include all major product revisions,upgrades and enhancements as a feature of the maintenance and support contrail Salesforce.com is providing maintenance and support. 56 options Out of Scope'. Unisys will provide support on a time and materials basis if required Provide fixes and patches services for problems encountered between software releases Salesforce.com is providing maintenance and support. 57 Out of Scope. Unisys will provide support on a time and materials basis if required Provide help desk service as part of the standard,maintenance and support contract Salesforce.com is providing maintenance and support. 58 Out of Scope Unisys will provide support on a time and materials basis if required Provide documentation for users and administrators Salesforce.com is'providing maintenance and support. 59 Out of Scope Unisys will provide support on a time and materials basis if required Provide updates to documentation with each new version release Salesforce.com is providing maintenance and support. 60 Out of Scope Unisys will provide support_on a time and materials basis if required Provide initial and refresher training classes for technical support staff and users Salesforce.com is providing maintenance and support. 61 Out of Scope Unisys will provide support on a time and materials basis if required Provide remote diagnostic and support services through a secure VPN process Salesforce.com is providing maintenance and support. 62 Out of Scope Unisys will provide support on a time and materials basis if required City of Elgin-Software as a Service SaaS Requirements-General LEGEND . .f In Scope Unisys Configuration Services Product Provided by the SFDC Platform with minimal configuration requirement Out of Scope Not included <t a s.a.�;c., ..rr'-_4 _.�: r -„, G...- r.:---n.-.r.';-:, .�� �L .7 �.—' ^„„K �i.'rr;,q_.. ,F 1 .i`.�','..'T r s: Reference.tr. ,s t .f a,:. y�•c �, ..,e.,,.Y ?.rs.., t. :.r,� aaa,. . s?:>;: r 4t � ` z.�c ;; t p y. eF t� 'fa?s , ,*r,{,�,r•N r^5<. e• L,! ., l,+�, {r. F, �. •+ Ye; �s �r^u_`•° ir�>' ..� �.Y�llw•Jtx,t ,�,f •'e'L• ,F'44, •� :�n.. v.et ..�.rr. .r T Comments y,, '� as ra a� + t f Yp � �" ➢ `.,'Numbers CRM.SoftwareSCa abilities- ?.ix�1�r._k. .; < ,x� .�iw_ ,+ rt,F:F_RU :. «: .sx, a m#,�raN!: �`.. N•r. 'ro,^M''':r ,`'.(' .. '^)NP 'F:lti i rl.°: b +L2'.S'L'` 5 r+� _.J§ .tr. '.y •,". K d t, �< � ;1 r•b � ';tr ,.mhm.,r�i.''nF:. ±.. :h,n,,.n. �'."._:rraL.:t•;&��,a'�t'M°� .,�. � _ ,.., ...w ..A. .sa,..,.d.�._.3,..r3„_.]a'd....�..t��r.�r;.e..:.�n�..,,!....,r.k.,__.�?6-.'L...5.1.....n,:.rAl;^�Stv..�aC;�..t.s..lk`.r..._kr�w'i,.•„x. a_. .,..,s ,.. ...a'.,,...,�'.... ...,a-,rx. ,�n. � f—'t^e "'F' ` ' �-Lrr”Y.• iF'R Y ,�'�a"I,',� �i r i rt w r� y .mss. c., 1 .a1 5"�',i �+F� a„ '� S N b dlb .Ct?• � F'l 1 The software must be able tooperate in a SaaS environment Product Salesforce.com hosted by Salesforce.com !n.,Scope Unisys will integrate with the City's'GISIESRI,Web-site;Active -.2 " Please describe the rocesses`re uired'for a licahon ihte ration on: remise or hosted Directory,and Cisco telephony ihfrastructure. 3 The client must own the data Product Salesforce.com hosted by Salesforce.com 4 Provide ability to ensure that data is protected in case the vendor is purchased or ceases to exist Product Salesforce.com hosted by Salesforce.com 5 Please explain any data storage limitations. Product Salesforce.com hosted by Salesforce.com 6 at are the options for the server Operating System(OS)? Product Salesforce.com hosted by Salesforce.com 7 Is there a fail over site where data is replicated? Where?and who owns it? Product ISalesforce.com hosted by Salesforce.com Out of Scope Additional application support(beyond that offered by Salesforce) 8 Is full application support available with your hosted service? is available on an additional T&M basis i �T•? UNISYS RESPONSE TO THE CITY OF ELGIN to lS CONSTITUENT RELATIONSHIP MANAGEMENT(CRM)AND ELGIN BUILD OUT OF A 311 CALL CENTER REQUEST FOR PROPOSAL#12-008 31 1 I N I T I A T I V E 1.1.2 Sub Section B — City of Elgin, Illinois Sexual Harassment — Policies and Program Unisys has provided our signed copy of Sub Section B on the following page. Required Attachments 6 City of Elgin CRN RFP • Sub'Section B City of Elgin,Illinois Sexual Harassment - Policies and Programs Effective July 1, 1993,every party to any contract with the City of Elgin and every eligible bidder is required to have written sexual harassment policies that include,at a minimum,the following information: • the illegality of sexual harassment the definition of sexual harassment under state law • a description of sexual harassment,utilizing examples o=` a vendor's internal complaint process including penalties • the legal recourse,investigative and complaint process available through the Illinois Department of Human Rights,and the Illinois Human Rights Commission e directions on how to contact the department and commission • protection against retaliation as provided by Section 6-101 of the Human Rights Act I hereby affirm that the organization which I represent has in place sexual harassment policies which include the required information set fourth above,and I hereby agree to furnish the City of Elgin-Human Resources Department with a copy of these policies if they so request. Signature/Title ,� -; STdJh/ .:;'C =+ C1Jok 1 Company6!i Date— G1� Sexual harassment is defined as follows: "Sexual harassment''means any unwelcome sexual advances or requests for sexual favors or any conduct of a sexual nature when (1)submission to such conduct is made either explicitly or implicitly a term or condition of an individual's employment,(2) submission to or rejection of such conduct by an individual is used as a basis for employment decisions affecting such individual,or (3)such conduct has the purpose or effect of substantially interfering with an individual's work performance or creating an intimidating,hostile,or offensive working environment. Any questions by contracting parties or eligible bidders concerning compliance with these requirements should be directed to the City of Elgin-Human Resources Department at(847)931-5618. I hereby agree to fully indemnify and hold the City of Elgin harmless from any and all liability,loss or damage including costs of defense or claim,demands,costs of judgment again it arising from any sexual harassment complaint resulting from the act of any member of my organization in the performance of this contract. Signaturw Title Company Date - -35- UNISYS RESPONSE TO THE CITY OF ELGIN All- UNISYS CONSTITUENT RELATIONSHIP MANAGEMENT(CRM)AND ELGIN BUILD OUT OF A 311 CALL CENTER REQUEST FOR PROPOSAL#12-008 31 t I N I T I A T I V E 8.12.4 Sub Section C - City of Elgin, Illinois Certification Requirements Unisys has provided our signed copy of Sub Section C on the following page. Required Attachments 8-45 i Cite of Elgin CRM RIB P a r t Sub Section C FEIN NO.38-03878411_ City Manager City of Elgin,Illinois Certification Requirements Please submit all required forms,and documentation,fully completed and signed,with your proposal.No proposal vdil be accepted without this information. 1 To assure compliance with the City of Elgin's Affirmative Action Ordinance,all contractors and vendors.Herein referred to as`bidders",are requested to submit the following information: A. Workforce analysis using the enclosed Bidder's Employee Utili7Ation form. B. Provide the information required in Item 43 on the employee utilization form if the answer to Question#2 on the form is"Yes". C. Provide a written commitment outlining the steps that the bidder plans to take in the area of recruitment and promotion of minorities and females to assure equal employment opportunity. (A copy of the bidder's affirmative action plan may be submitted in lieu of this requirement) 2. To assure compliance with the City of Elgin's Sexual Harassment Ordinance,all bidders must submit a signed sexual harassment form enclosed with the Invitation to Bid. 3. The undersigned certifies that the offerer is not delinquent in the payment of any tax administered by the Illinois Department of Revenue unless there is a pending proceeding contesting the tax. 4. The undersigned certifies that the offerer is not barred from offering on this solicitation as a result of a conviction for the violation of State law prohibiting bid-rigging or bid-rotating. 5. The successful bidder agrees that upon acceptance by the City of Elgin, the ar ne oriare a nuatuallyacceptable contract. Signature/Title / Vice President General Manager North America CiS Services Company Name Unisys Corporation Address One East Wacker Dr..Suite 2350, Chicago.TL 60601 Phone Number (630)690-3028 -36- R `i c `\ ILLINOIS-' DEPARTMENT OF ` = Hum i hts Pat Quinn, Governor Rocco J. Claps, Director IDHR#: 99122-00 Date Eligible: 8/17/2009 JOHN P. MONAGHAN Expires on: 8/17/2014 UNISYS CORPORATION UNISYS WAY BLUE BELL PA 19424 CONFIRMATION OF EXISTING/RENEWAL REGISTRATION The Illinois Department of Human Rights, Public Contracts Unit, acknowledges receipt of an Employer Report form (PC-1) filed by your organization. Review of our records indicates that your organization previously registered with the Department of Human Rights and has been assigned the IDHR Number appearing above. This registration remains in effect until the expiration date appearing above. It is not necessary to submit a new form each time you bid on a state contract. DO NOT LOSE THIS NOTICE. KEEP IT WITH OTHER IMPORTANT ORGANIZATIONAL DOCUMENTS. Also, please keep the following in mind: 1. The IDHR Bidder Eligibility Number is valid for all bids submitted to any agency of the State of Illinois or other contracting agency that has adopted our registration requirement. 2. An eligible bidder's registration remains in effect until the expiration date unless it is revoked by the Department upon finding that the eligible bidder has committed a civil rights violation. 3. An eligible bidder may relinquish its eligibility by notifying the Department in writing at the above address. 4. The Department must be notified in writing of any change to the eligible bidder's name, address, telephone number, or form of organization. Such changes may render the bidder's registration invalid and may require the filing of a new Employer Report Form with the Department. The Number is not transferable and becomes invalid upon dissolution of the business. Should you have any questions concerning this notice, please contact the Public Contracts Unit at the above address or telephone at 312-814-2431. PC-55 (Rev 05/2003) 100 West Randolph Street,James R.Thompson Center,Suite 10-100,Chicago,Illinois 60601,312-814-6200,312-263-1579(TDD) i 2/27/12 U.S.Department of Labor-Office of Federal Contract Compliance Programs(OFCCP)-Natonai Pre-A... National Pre-Award Registry Current Date and Time:Mon Feb 27 11:15 A Q EST 2012 Sekcdoo Criteria:tmiaye UNISYS CORPORATION UNISYS CORPORATION 8591 UNITED PLAZA BLVD 2476 SWEDESFORD RD BATON ROUGE LA 70809-0000 MALVERN PA 19355-0000 Notice ofConpbmce Issued:06/132011 Notice of Compliance Issued:07202010 ARRA Funded:NO ARRA Funded:NO UNISYS CORPORATION UNISYS CORPORATION 41100 PLYMOUTH RD 3199 PILOT KNOB RD PLYMOUTH MI 48170-0000 SAINT PAUL MN 55121-0000 Notice ofCompliance Issued:06/02/2011 Notice ofCottpliance Issued:02/132012 ARRA Funded:NO ARRA Funded:NO UNISYS CORPORATION UNISYS CORPORATION THE VERMIAN BLDG,1200 S.HAYES S 1133 COLLEGE DR ARLINGTON VA 22202-0000 BISMARCK ND 58501-0000 Notice ofCorrpb=Issued:09/302010 Notice ofCouptiance Issued:061162010 ARRA Funded:NO ARRA Funded:NO Namberof Records Selected 6 Back to Search www.dd-ess.gov/preaward/preaward.jsp 1!1 ,`1dward Coleman Unisys Corporation 215 986 6100 Chairman and Chief Executive Officer 801 Lakeview Drive 215 986 9400 Fax Blue Bell PA 19422 ed.colemanOunisys.com UN, ISYS May 2011 TO: All U.S. Employees and Applicants for Employment At Unisys, our worldwide workforce operates with one voice and one vision. We are a single team that shares the common goal of building Unisys success. Our team is comprised of 22,700 employees from around the world, each possessing different skills and unique perspectives and life experiences. We value the wide ranging capabilities of our people and recognize the unique contribution that every member of our team makes. This diversity makes us more resilient, more durable and more adaptive than we would otherwise be. These are all valuable assets which we will need to thrive in an increasingly competitive marketplace. To attract and retain the skilled workforce needed to meet today's market challenges, Unisys is dedicated to providing a diverse work environment where all employees are treated with dignity and respect and afforded equal employment opportunities. Accordingly, Unisys is committed to ensuring that all employees and job seekers for employment will be considered for available positions on the basis of their demonstrated skills, qualifications and abilities. All recruiting, hiring, training and promotion decisions shall be made without regard to characteristics such as race, color,religion, gender, age, national origin, citizenship, marital status, sexual orientation/gender identity, disability or veteran status. Likewise, all employee support programs- such as compensation, benefits, training, and social or recreational events- shall also be administrated without regard to such characteristics. Unisys does not tolerate unlawful discrimination, retaliation or harassment of any kind in the workplace, and shall hold managers accountable for maintaining, at all times, professional working relationships with the people in their organizations. If you have any questions or concerns in this regard, please contact the Employee Relations Assist Line by calling Net 423-3333 or 215-986-3333. At Unisys, we believe all employees add value to our mission and deserve to be treated with dignity and respect, and that our collective diversity remains a source of strength and competitive advantage. Our continuing commitment to diversity allows us to harness innovation and market opportunity,to drive the bold and creative thinking from which we will invent the future, and to deliver world class results for our clients. By fully capitalizing upon our rich diversity of talent, our corporate transformation efforts will continue to gain momentum .J Edward Coleman Chairman and Chief Executive Officer J Edward Coleman Unisys Corporation 215 986 6100 Chairman and Chief Executive Officer 801 Lakeview Drive 215 986 9400 Fax Blue Bell PA 19422 ed.coleman @unisys.com 0 5�Jl�� T May 2011 TO: All U.S.Management As Unisys managers, we all must recognize that it is the collective talent, skill and ingenuity of our diverse global workforce which is our most valuable asset. We know we can rely everyday on a team of 22,700 strong from around the world—all of whom work together as"One Unisys"and share the common mission of building Unisys success in an increasingly competitive marketplace. To execute relentlessly and deliver world class results,our employee team must consistently demonstrate the passion, discipline,adaptability and resilience that we will need to succeed. For these reasons, Unisys remains committed to promoting diversity and fostering an inclusive work environment which respects and embraces the varied backgrounds and perspectives of our employees. Our commitment to diversity seeks to encourage the many ways in which our employees bring varying approaches and skills to serving our clients---and helping one another. We recognize that each employee's unique set of life experiences, ideas and differing perspectives are a valuable resource which must be cultivated so that we can excel and maintain our competitive advantage. At Unisys,we believe that all our employees add value and must be treated with dignity and respect. Accordingly, it is our responsibility as managers to: • Consider all job seekers for employment solely on the basis of their demonstrated skills, abilities and qualifications,and without regard to characteristics such as race,color,religion, gender,age, national origin,citizenship,marital status,sexual orientation/gender identity,disability or veteran status; • Extend equal opportunities in hiring,promotions, training,benefits and compensation(through application of consistent pay practices)and all other terms and conditions in the employment relationship; • Maintain a work environment free of unlawful harassment, and ensure that unlawful discrimination, retaliation and/or harassment of any kind is not tolerated;and • Demonstrate absolute integrity in our dealings with clients, vendors, suppliers,and the public—as well as with each other. If you have any questions regarding the Company's equal employment policies and practices, I would ask that you contact the Employee Relations Assist Line by calling N423-3333 or 215-986-3333. As our corporate transformation efforts gain momentum, we remain fully committed to weave into the Unisys fabric our rich diversity of talent. As managers, it is our responsibility to ensure that we conduct our business in an inclusive working environment where the views and skills of our diverse workforce is sought,respected and valued. Our diversity is, and will continue to be,a source of strength in an increasingly challenging global marketplace. Edward Coleman Chairman and Chief Executive Officer PatAcia A. Bmftrd Unisys Corporation Telephone Senior vice President Suite 100 215-986-5221 Worldwide Human Resources 801 Lakeview Drive Fax Blue Bell,PA 19422 215-9f-9392 pat.bradfor*Dunisys.corn .. SYS DATE: May 2011 TO: All Applicants and Employees SUBJECT: Reaffirmation of Unisys Equal Employment Opportunity Policy Unisys Corporation is an equal opportunity employer and complies voluntarily with the concepts and practices of affirmative action. In keeping with this longstanding policy, it is our objective to recruit, hire, train and promote into all job levels the most qualified applicants without regard to race, color, religion, gender, age, national origin, citizenship status, marital status, sexual orientation/gender identity, disability, as well as any applicable veteran status (Vietnam-era, other, Armed Forces Service Medal or recently separated)and/or disabled veteran status. All employment related decisions will be made in accordance with established personnel policies and by utilizing objective standards based on the individual's demonstrated qualifications as they relate to the particular job vacancy. All other personnel-related decisions, including but not limited to decisions regarding compensation, benefits, transfers, layoffs, performance appraisals, Unisys University-sponsored training, educational aid or any other additional terms and conditions of employment, will also be administered under the above policy. As Senior Vice President, Worldwide Human Resources for Unisys, I have the overall responsibility for the implementation of the Unisys EEO policy and this facility's Affirmative Action Plan (AAP). Additionally, all managerial and supervisory personnel are individually and collectively responsible for ensuring compliance with our Equal Employment Opportunity(EEO) policy and Affirmative Action Program (AAP)obligations. ^ ` d, dt� � Patricia A. Bradford Senior Vice President Worldwide Human Resources PLEASE POST UNISYS CORPORATION AFFIRMATIVE ACTION PLAN EFFECTIVE: APRIL 1,2011 TO MARCH 31,2012 (Revised and Updated Annually) SECTION ONE EQUAL EMPLOYMENT OPPORTUNITY POLICY A. Purpose 1. To state Unisys policy with respect to equal employment opportunity. 2. To ensure that all persons are treated equitably with respect to employment opportunities throughout the Corporation. 3. To comply with applicable federal, state, and local laws and regulations relating to non- discrimination in employment and affirmative action requirements. B. Scope Unisys U.S. Operations C. Policy It is the policy of Unisys to provide equal employment opportunity to all employees and applicants for employment. No employee or applicant for employment will be discriminated against because of race,color,religion, sex,national origin, age, citizenship status,marital/familial status,sexual orientation/gender identity,pregnancy, disability/medical condition or genetic information,or status as a Disabled Veteran, Veteran of the Vietnam era,recently separated Veteran or Armed Forces Service Medal Veteran and/or any other covered veteran. Equal consideration will be given to all qualified applicants, including qualified individuals with disabilities. A qualified individual with a disability is someone who meets the skill, experience, education, and other job related requirements of a position and who,with or without reasonable accommodation,can perform the essential functions of a job. Decisions regarding disability, status, reasonable accommodation,undue hardship, and business necessity are to be based upon the specific facts of each case and will be made in conjunction with Human Resources and HR Law/Employee& Labor Relations. D. Applicability Subject to the requirements of national security,the non-discrimination provisions of this policy are applicable to all aspects of the employer-employee relationship, including recruitment,hiring, compensation, training,promotion, transfer,benefits, and termination of employment. E. Implementation 1. Unisys considers the implementation of this policy to be an important part of each manager's responsibility. Consequently,managers should ensure that definite,positive steps are taken to attain Unisys Corporation's equal employment opportunity and affirmative action objectives. 2. To assure adherence to this policy and compliance with existing federal or state government requirements, Affirmative Action Plans (AAPs)will be established and implemented in accordance with applicable government regulations and HR Law/ELR oversight at each U.S. facility having 50 or more employees. Employees in facilities with less than 50 people will be included into the AAP of a larger establishment with an appropriate managerial nexus to the employee, or otherwise have their own site AAP prepared. F. Responsibilities 1. The Chief Executive Officer of Unisys has overall responsibility for the Company's Equal Employment Opportunity(EEO)policy. 2. The responsibility for the development of this policy has been delegated to Worldwide Human Resources,in conjunction with HR Law/Employee&Labor Relations. 3. All Unisys managers,their supporting HR Vice Presidents, HR Directors and HR Practice Consultants; HR Law/Employee& Labor Relations, and the respective HR Centers of Excellence shall be responsible for implementing this practice. 4. Each Unisys manager is responsible for the adherence and execution of this practice; to abide by the EEO obligations set forth above,and to make good faith efforts which contribute and support the Company's Affirmative Action objectives. 5. HR Vice Presidents,HR Directors and HR Practice Consultants, as well as the respective HR Centers of Excellence, are responsible for assisting Unisys managers in the implementation of this practice, for the development and encouragement of good faith and other positive outreach efforts in support of the Company's Affirmative Action objectives,and for providing advice,records and/or other necessary data concerning questions,problems,proposals and solutions which may arise in the implementation of this practice. 6. HR Law/Employee& Labor Relations is responsible for providing the advice,expertise and support to develop and prepare on an annual basis Affirmative Action Plans for each Unisys establishment in accordance with governing regulations; representing Unisys during compliance reviews/investigations or particular establishments conducted by the OFCCP, EEOC or other related agency,and coordinating the overall efforts of local managers and the support HR organizations during such audits/investigations. 2 EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION PROCEDURE A. Purpose This procedure is established to ensure that equal employment opportunity is practiced throughout the Corporation in conformance with the Unisys Equal Employment Opportunity policy, and to ensure compliance with all pertinent federal, state and local laws. This procedure is not intended to create a contract of employment or to change the employment-at-will relationship that exists between Unisys and its employees as stated in the Employment policy(HRM 3.1). B: Scope Unisys U.S. Operations C. Policy It is the policy of Unisys to provide Equal Employment Opportunity to all employees and applicants for employment. No employee or applicant for employment will be discriminated against because of race, color, religion, sex,national origin, age, citizenship status,marital/familial status, sexual orientation/gender identity,pregnancy, disability/medical condition or genetic information,or status as a Disabled Veteran, Veteran of the Vietnam era,recently separated Veteran,Armed Forces Service Medal Veteran and/or any other covered veteran. Unisys employees are expected to strictly adhere to these principles. Equal consideration will be given to all qualified applicants, including qualified individuals with disabilities. A qualified indi-v idual with a disability is someone who meets the skill, experience, education, and other job related requirements of a position and who,with or without reasonable accommodation, can perform the essential functions of a job. Decisions regarding disability, status, reasonable accommodation,undue hardship, and business necessity are to be based upon the specific facts of each case and will be made in conjunction with Human Resources. D. Applicability Subject to the foregoing and the requirements of national security required by law, this procedure applies to all aspects of the employer-employee relationship,including recruitment, hiring, compensation, benefits, promotion,transfer, and termination of employment. E. Definitions 3 Equal Employment Opportunity (EEO): It is the policy of Unisys to provide equal employment opportunity to all employees and applicants for employment. No employee or applicant for employment will be discriminated against because of race, color, religion, sex,national origin, age, citizenship status,marital/familial status, sexual orientation/gender identity,pregnancy, disability/medical condition or genetic information, or status as a Disabled Veteran,Veteran of the Vietnam era,recently separated Veteran,Armed Forces Service Medal Veteran and/or any other covered veteran. Affirmative Action: Those results-oriented actions which managers take to ensure equal employment opportunity for everyone in the workplace. Applicant: In accordance with 41 CFR 60-1.3, an"applicant",for purposes of soliciting race/gender data and for tracking applicant flow in Recruiting Solutions, is an individual job seeker who: lk has expressed an interest in employment via electronic means;AND a whose expression of interest is considered by Unisys recruiter for a particular requisition; AND • whose expression of interest demonstrated that he/she meets the basic objective qualifications established/advertised for the particular requisition; AND • who does not remove himself/herself from further consideration(or otherwise indicate disinterest) in the requisition. Global Recruiting Record Retention: Global Recruiting is responsible for retaining the following "personnel and employment"records: • all records concerning "applicants"; • all records of"expressions of interest" whom Global Recruiting has considered for a particular requisition (even if it is determined the individual DOES NOT meet the requisition's basic objective qualifications); • all records concerning searches of internal resume databases,including: o each resume in the database o the date on which the resume was added; o the requisition/position for which each search was conducted; o the date on which the search was conducted; and o the search criteria utilized(with each search tracked separately). • all records concerning searches of external resume databases, including: o the requisition/position for which each search was conducted; o the date on which the search was conducted; o the search criteria utilized (with each search tracked separately); and o the resumes/profiles of job seekers identified through the search whom Global Recruiting considered and found to have met the basic objective qualifications for the particular requisition/position. • all records concerning job seekers contacted by Unisys to ascertain their interest in a particular requisition/position. "Personnel and Employment"Record Retention: All "Personnel and Employment"records are to be kept for a minimum period of two years, unless a longer period is required by law and/or 4 regulation, and in accordance with the retention schedule set forth in Unisys Records Management Policy("RMP") 1.0. F. Responsibilities The CEO,designated Corporate EEO Officer,designated EEO Coordinator/Administrator,line/site management and their supporting Human Resources Directors and Practice Consultants, Employee& Labor Relations/HR Law, and the HR Service Lines/Centers of Excellence(Global Recruiting, Global Rewards etc.) each have responsibilities for implementing this procedure. G. Implementation Revised Order Number 4; Executive Order Number 11246, as amended; the Vietnam Era Veterans Readjustment Assistance Act of 1974, as amended; Section 503 of the Rehabilitation Act of 1973, as amended; the Veterans Employment Opportunity Act of 1998;Jobs for Veterans Act of 2002,and related federal, state and local laws are the basis of this procedure. Nothing contained in this procedure or any plans developed pursuant to this procedure can be construed as an admission by Unisys of any wrongdoing whatsoever. Unisys has undertaken this procedure and its implementation for compliance purposes only. Written Affirmative Action Plans (AAP)must be prepared covering all employees at each Unisys facility and/or facilities, if applicable. These plans are to be revised and updated annually with a targeted completion date of April l sc These written plans are to be prepared by the designated Employee &Labor Relations Consultants/HR Law in conjunction with local management and the EEO Administrative Coordinator of the facility in accordance with established Unisys Corporation Equal Employment Opportunity policy and procedures. The designated Corporate EEO Officer and/or ranking management official at each U.S. Unisys facility is responsible for approving the plan, as well as evaluating progress during the year and initiating corrective action,as appropriate. Prior to preparing the plan, the following employment related records should be maintained at all U.S. Unisys locations and/or by Unisys Global Recruiting. 1. Applicant Flow -Records will be maintained in Recruiting Solutions showing the total number of applicants, the total number of offers extended, and the total number of hires,with a breakdown by race and gender and/or indicating veteran status where identified. 2. Walk-in Traffic - A specifically defined and consistent practice concerning walk-in traffic should be established at each U.S.Unisys location as to whether they are to be interviewed by appointment only or as they present themselves. The established practice must be followed closely and an accurate record kept of all such activity. Walk-ins are not"applicants", unless they meet the definition described above. I Relected Applicants -A record of all rejected applicants should be maintained in Recruiting Solutions. This record should include race and gender, and veteran status where identified. 5 4. Promotions - Records should be maintained showing promotions of all employees indicating race, gender, and veteran and/or disabled status where identified. 5. Training and Educational Assistance- Records should be maintained of employees participating in Company sponsored/Unisys University training programs by name, gender, race, veteran status,job title,training program title and completion date. A similar record should be maintained of employees electing to participate in the Company's educational aid program. 6. Employment Agency Contacts-Agencies utilized by U.S. Unisys facilities must be informed that Unisys Corporation is an Equal Employment Opportunity employer. All written contracts with employment agencies should include Unisys' commitment to equal employment opportunity and affirmative action. 7. Recruitment Sources -Recruitment sources (e.g.,colleges,universities, vocational schools and community based organizations)utilized by U.S. Unisys facilities should be informed that Unisys is an Equal Employment Opportunity employer. 8. Employment Advertising- The body of the ad should make no mention of race, color, religion, gender, age,national origin, citizenship status,marital status, disability or status as a disabled veteran Vietnam era,recently separated or other covered veteran. The ad should include the tag line an"An Equal Opportunity Employer Committed to Diversity -M/F/D/V"or its equivalent. 9. Employment Verification (1-9) Forms -The Immigration Reform and Control Act of 1986 requires that employment verification forms designated as"I-9's" be retained by Global Shared Services Center in Bismarck, and shall be maintained in a separate file from personnel files for a minimum of three years (or one year after termination,whichever is later)on each new employee hired, including U.S. citizens,as of November 7, 1986. 14. Personnel Folders - Must be reviewed periodically to assure that they only contain data relevant to the employment relationship and/or business needs of the Company. 11. Posting Requirements - Each U.S. Unisys location is responsible for posting all equal employment opportunity and related workplace notices required by local, state and federal laws. Notices should be kept current and placed in conspicuous areas so that they may be observed by all employees and job applicants. All such required federal and state postings shall also be accessible via the Company intranet. 12. Veterans Mandatory Job Listing Requirements -All U.S. Unisys facilities are required to list with the State Employment Service Office or,alternately,through America's Job Exchange(or its equivalent successor) "all employment openings,except executive and top management positions...which will be filled within the contractor's organizations and positions lasting three days or less." 6 13. Veterans Reporting Requirements (Vets-100 and Vets-100A Reports) -For government reporting purposes, all Unisys facilities are required to record and retain information gained through a self-identification process on the total number of new hires during the previous twelve months, who are Disabled Veterans,Veterans of the Vietnam era, recently separated Veterans, Armed Forces Service Medal Veteran and/or any other covered veterans. This information is collected and consolidated for annual submission to the Office for Veterans' Employment and Training Service,Alexandria, VA. 7 SECTION II RESPONSIBILITY FOR IMPLEMENTATION A. General The AAP Designated Site Manager has the overall responsibility for ensuring that the site is in compliance with affirmative action/diversity and equal employment opportunity policies and regulations. The Designated EEO Administrator/Coordinator and BU Line Management have the responsibility for the development of affirmative action/diversity practices and making the good faith efforts required to meet the equal opportunity commitments of the facility. Human Resources,through HR Directors and Practice Consultants, Employee and Labor Relations and the Service Lines/COEs,will provide support to line management and the Diversity Forum/North American Diversity Counsel in their affirmative action/diversity efforts. B. Responsibilities of the AAP Designated Site Manager The AAP Designated Site Manager has the overall responsibility for implementation of the Unisys EEO and Affirmative Action Policies and implementation of the Affirmative Action Plan (AAP). This includes working with the facility management team in other business units to ensure that local action oriented and/or Diversity related programs are developed and implemented if potential problem areas are identified. Additional responsibilities include: 1. Designating a facility EEO Administrative Coordinator(see Section Q. 2. Reviewing and approving the annual AAP. 3. Displaying support for AA/EEO/Diversity efforts. 4. Ensuring appropriate reasonable accommodation in ADA cases. 5. Supporting the development of good faith efforts to improve corporate Diversity/potential problem areas identified through AA/EEO monitoring process. 6. Participating in community involvement activities. 7. Ensuring that performance evaluations and career discussions occur with employees. 8. Reviewing the hiring,termination and promotion practices for AA/EEO compliance. 9. Determining responsibilities for AA/EEO program management. 10.Acting as company representatives during OFCCP compliance reviews. C. Responsibilities of EEO Administrative Coordinator 8 The designated EEO Administrative Coordinator is responsible for: 1. Providing administrative support to management in AA/EEO/Diversity efforts. 2. Acting as a point of contact for the Human Resources Service Lines/COEs for AA/EEO/Diversity efforts/issues including AAP preparation. 3. Ensuring that EEO posters are properly displayed at all facilities covered by the AAP. 4. Developing,tracking and reporting of action-oriented Diversity initiatives and good faith efforts, as well as community involvement activities for the facility. 5. Implementing internal audit and monitoring processes as described more fully in Section V. 6. Periodically reviewing internal EEO/Diversity reports with senior management, HRC and BU managers, assessing overall effectiveness of implemented initiatives/efforts and providing recommendations as to next steps. 7. Assisting the AAP Designated Site Manager in communications to employees regarding the Affirmative Action Program and/or Diversity efforts. 8. Making the facility AAP available to employees upon specific request. 9. Serving as primary liaison between Company and agency during OFCCP compliance reviews, and between Company and community organizations related to advancing corporate Diversity initiatives. D. Site Management Team Responsibilities In implementing the facility Affirmative Action Plan, the responsibilities of management personnel will include the following: 1. Implementing the Unisys EEO/Diversity and Affirmative Action Policies. 2. Displaying support for AA/EEO/Diversity efforts. 3. Ensuring appropriate reasonable accommodation for ADA cases. 4. Encouraging active involvement with local minority and women's organizations, and community action groups. 5. Discussing with department or unit employees, where appropriate,the Company's EEO/AA/Diversity policy and programs to ensure they are being implemented. 6. Considering potential transfers or promotions to ensure minorities and women are being given full opportunity with respect to such personnel actions. 9 7. Providing timely and job related performance management evaluations and career development discussions with each assigned employee. 9. Taking action to prevent harassment of any employees either because of their placement through affirmative action efforts or because of their race, color, religion, gender, age, national origin, citizenship status,marital status, sexual orientation,disability,or status as a disabled veteran or Vietnam era, recently separated or other covered veteran. 10. In coordination with Global Recruiting and the Bismarck Shared Services Center,maintaining I- 9 forms. 11. Participating with AAP Designated Site Manager/EEO Coordinator in OFCCP compliance reviews. E. Human Resources Directors and Practice Consultant Responsibilities Human Resources Directors and Practice Consultants have responsibility for the following: 1. Assisting all line managers in their business units in implementing the Unisys EEO,Diversity and Affirmative Action Policies and the annual Affirmative Action Plan(AAP). 2. Providing guidance and advice to managers on developing appropriate good faith efforts and action oriented programs in furtherance of AAP/Diversity goals. 3. Ensuring appropriate reasonable accommodation for ADA cases. 4. Assisting in the periodic review of hiring,promotion and termination patterns in an effort to ensure that any impediments to achieving annual EEO/AA/Diversity goals/objectives are removed, and to assist in the identification of potential problem areas 5. Promoting good faith efforts as to AA/Diversity goals and assisting in responding to OFCCP compliance reviews in their business units. F. Employee and Labor Relations/HR Law Responsibilities Consultants in the E&LR/HR Law organization have responsibility for the following: 1. Developing/updating AAP narrative. 2. Gathering/compiling statistical information for AAP. 3. Coordinating the development of the statistical portions of the annual AAP. 4. Advising line managers on proper administration of EEO/Diversity and Affirmative Action Policies. 10 5. Coordinating and managing OFCCP compliance reviews. 6. Communicating results of EEO/Diversity analyses to recruiting organization, the Diversity Forum and North America Diversity Council, BU HR Directors and Practice Consultants, various business units and other levels of senior management. G. Global Recruiting Responsibilities Consultants and CSAs in Global Recruiting have responsibility for the following: 1. Gathering/compiling/retaining all records regarding applicant flow in accordance with 41 CFR 60-1.3 & 1.12 (as revised effective February 6, 2006) for each requisition; 2. Issuing letters to recruitment sources/referral agencies evidencing Unisys' commitment to equal employment opportunity practices; including contractual EEO compliance requirements in agreements with referral agencies; 3. Encouraging participation in community involvement activities. 4. Gathering and maintaining applicant flow information. 5. Ensuring job requisitions posted on AJB (or its equivalent successor)/recruiting advertisements include EEO/AA tag line. 6. Ensuring site compliance with Immigration Reform and Control Act(IRCA)and ensuring I-9 forms are maintained in Bismarck by coordinator designated by the Global Shared Services Center. 7:,. Listing all job vacancies (except where not required by regulation)with the local State Employment Services offices, or alternatively,America's Job Exchange (or an equivalent successor). 8. Discussing EEO Policy during employee orientation. 9. Monitoring selection processes to ensure equal opportunity. 10. Observing the Uniform Guidelines on Employee Selection Procedures where applicable. 11.Encouraging minority and female employees to participate in Company efforts to refer applicants for employment. 12. Actively recruiting at colleges with high minority/female enrollment. 13. Featuring women and minorities in recruitment literature. 11 14. Considering special employment programs including co-op, summer internship, and scholarship programs. A. Global Rewards Programs/Rewards and Recognition Responsibilities 1. Reviewing job role descriptions to ensure that they accurately reflect the critical skills required for the position. 2. Performing periodic compensation analyses to ensure equal treatment. 12 SECTION III IDENTIFICATION OF POTENTIAL PROBLEM AREAS A. General In making an in-depth analysis of this facility's overall EEO posture, the following personnel practices and procedures have been evaluated: 1. The composition of the work force by minority group status and gender. 2. The composition of external applicant flow statistics by minority group status and gender. 3. The total selection process (including open requisitions,job descriptions, and selection procedures for hiring, training,promotions and terminations), to ensure that such personnel practices are being uniformly applied without regard to race,color,religion, sex,national origin, age,citizenship status,marital/familial status, sexual orientation/gender identity, pregnancy, disability/medical condition or genetic information, or status as a Disabled Veteran,Veteran of the Vietnam era,recently separated Veteran,Armed Forces Service Medal Veteran and/or any other covered veteran. 4. Where appropriate, an impact ratio analysis will be conducted in compliance with the Uniform Guidelines on Employee Selection Procedures (41 C.F.R. Part 60-3.3 (1978)). 5. Any facility-sponsored recreation and social events, including training and educational assistance programs are reviewed,to ensure that they are made available to all employees on a nondiscriminatory basis. 6. Apprenticeship programs,cooperative education and internship programs, where appropriate, are reviewed to ensure that minorities and women have a full opportunity to participate therein. 7. Unisys management desires to make the work environment in the company supportive of EEO and periodically has solicited the views of employees with respect to this subject. 8. A review of the facility's technical compliance with such requirements as posting its EEO- related policies,retaining employment and other personnel records, and displaying all EEO federal/state and other workplace notices, etc., to ensure that they are adequate and timely. 9. Where appropriate, an examination of the Company's seniority practices and provisions has been made,to ensure that nondiscriminatory standards are used. 10. The Distribution and/or Underutilization of minorities and women has been addressers elsewhere in the plan, as well as the description of specific good faith efforts to address any underutilization so found. 13 i 11. Applications and any related pre-employment forms are in compliance with federal legislation. Job role descriptions are accurate in relation to the actual duties performed or skills required on the job. 12. There are no formal or scored tests used within Unisys except job-related routine typing tests, and/or word processor keyboard tests. 13. Minority and women workers are not excluded from participating in Company sponsored programs or activities. 14. There is no de facto segregation within Unisys facilities. 15. Seniority provisions do not contribute to overt or inadvertent discrimination. 16. Company policies and practices are supported by managers, supervisors, and employees. 17. Minority and women employees are not underutilized or significantly underrepresented in training and career development programs. 18. Suitable housing exists in the recruiting area. 19. Suitable transportation exists to the workplace either public or private. 20. Labor unions and subcontractors are notified of their responsibilities pursuant to the Executive Order as appropriate. 21. Purchase orders contain the required equal employment opportunity clauses. 22. Required federal, state and local EEO, labor and related workplace posters are on display on appropriate bulletin boards within the facility. Pursuant to 41 CFR 60-2.16,Unisys has established percentage annual placement goals for minorities and/or women in those job groups where underutilization was identified (i.e., where the percentage of minorities an/or women employed was less than would reasonably be expected given their estimated availability). Pursuant to 41 CFR 60-2.16(c),the placement rate goals established always equal the availability rate for minorities and/or women estimated for that particular job group. Pursuant to 41 CFR 60-2.16(d),Unisys has, where required, established a single goal for all minorities. Importantly, Unisys adheres to the following principles concerning the establishment of these placement rate goals: • These goals have been established as targets sought to be attained by applying every good faith effort; Unisys engages in good faith efforts(described in this Plan and accompanying supporting materials) with the objective to place women and/or minorities in job groups where goals have been established roughly equal to their estimated availability; • These goals are not rigid/inflexible quotas which must be met, and are neither considered a ceiling nor a floor for the employment of particular groups; 14 I • All employment selection decisions must be made in a non-discriminatory manner per Company policy. Goals shall not be used as a justification to extend a preference to an individual, select an individual,or adversely affect an individual's employment status; • Unisys does not use placement goals to establish set asides for specific groups, nor are they used to achieve proportional representation or equal results; and • Unisys does not permit these goals to supersede merit selection principles. Pursuant to 41 CFR 60-2.17(b)(1),Unisys annually conducts a distribution analysis(JAAR)to assess whether minorities and/or women were underrepresented or concentrated within particular job groups. Pursuant to 41 CFR 60-2.17(b)(2) and(4),Unisys has also analyzed its hire, promotion and termination/layoff data for the past year. Impact Ratio analyses were conducted,utilizing the"80 percent test"or,where appropriate,other tests for statistical significance recognized as a matter of law as acceptable methods to calculate possible adverse impact. These analyses indicated that none of the establishment's employment practices had a disparate impact on minorities or women. Similarly, selection, recruitment and referral procedures were reviewed to determine that they did not result in disparities in the employment and/or advancement of minorities and/or women. Pursuant to 41 CFR 60-2.17(b)(3), Unisys has analyzed all elements of its compensation components to determine if there are any indicia of systemic discrepancies in compensation based on gender, race or ethnicity. Where discrepancies within job roles and departments occurred,individualized analysis was conducted to determine whether there existed any discrimination in compensation on the basis of gender, race or ethnicity,or whether attributable to non-discriminatory factors (labor markets,performance, skills, experience, seniority et al). Such thorough review of its compensation practices resulted in a finding that there are no compensation disparities attributable to gender,race or ethnicity. Pursuant to 41 CFR 60-2.17(b)(5),Unisys periodically reviews those policies and practices identified above which the company believes may impact the success of the affirmative action program to determine whether impediments to equal employment opportunity appear to exist. 15 SECTION IV DEVELOPMENT AND EXECUTION OF PROGRAMS A. Programs and Procedures The following action-oriented programs or procedures designed to further Unisys' commitment to equal employment opportunity/Diversity are continuing: 1. Job role descriptions are reviewed to ensure that they accurately reflect the functions and critical skills of the positions. 2. All job role qualifications are reviewed to ensure that no inadvertent discrimination takes place. Special attention is given to academic, experience and skill requirements to ensure that the requirements themselves do not tend to cause inadvertent discrimination. These requirements are consistent for the same job role in all areas and are free from bias relative to race,color, religion, gender, age, or national origin. These requirements do not significantly screen out minorities and women that would require a professional validation study. Approved job role descriptions are made available to all members of management involved in making employment decisions where practical. 3. To evaluate the entire selection process and to make a good faith effort to select persons according to skills,abilities and qualifications,while recognizing its commitment to take affirmative action to improve upon any underutilization of minorities and women. The following procedures are in place: a. Personnel involved in the recruiting, screening, selection, and related processes are carefully selected and trained. b. Unisys observes the Uniform Guidelines on Employee Selection Procedures(1978), as amended, where applicable. B. Techniques/Tools Unisys uses the following techniques to maintain a satisfactory applicant flow of qualified minority and women applicants: 1. Inclusion of minorities and women in Global Recruiting when possible. 2. Encouragement of minority and women employees to refer applicants for potential employment. 3. Active recruitment at colleges and universities with high minority and/or female student enrollment. 16 4. Inclusion of special targeted recruitment efforts designed to reach minorities and women at all levels. 5. Consideration of special employment programs such as cooperative education, summer internship and scholarship programs. 6. College recruitment sources are notified of Unisys policy of nondiscrimination(see Exhibit section of this plan). 7. Women and minorities are featured in Unisys recruitment brochures and product or consumer advertising. 8. Per Corporate HRP3.5.1, all U.S.job openings (excluding certain exempt or temporary positions) are posted internally and externally with AJE(or an equivalent successor)unless the opening is to be filled by an in-family promotion or is a job which will be filled within the manager's immediate organization. 9. Employees are encouraged to participate in the Educational Aid Program. 10. We seek to make career development transfers,as business permits. 11. Where business conditions permit, employees may establish flexible work schedules. 12. Where business conditions permit, employees may telecommute or be otherwise accommodated. 13. Internal training courses are posted electronically through Unisys University. 14. We attend diversity job fairs throughout the year to widen our candidate pool. 17 I SECTION V INTERNAL AUDIT AND MONITORING PROCEDURES Unisys believes that one of the most important elements in effectively implementing a written Affirmative Action Plan(AAP)/Diversity initiative is an adequate internal audit and reporting system. Through these internal procedures,progress can be monitored and management kept informed. For this purpose, Unisys has established the following audit and reporting procedures: A. Monitoring EEO Progress 1. The Human Resources Directors and Practice Consultants, in conjunction with E&LR and HR Law, assists in the periodic review of hiring,promotion and termination patterns in an effort to assist in the identification/removal of potential problem areas in their respective BUs and/or organizations. 2. Senior corporate management is advised of the Diversity/EO program's effectiveness periodically throughout the program year by representatives from the Diversity Forum/North America Diversity Forum. 3. Where necessary,the EEO Coordinator/Administrator communicates with facility senior management concerning recommendations relative to site EEO/Diversity performance. B. Applicant Flow Compilation/Solicitation of Race/Gender Data 1. In accordance with the Uniform Guidelines on Employee Selection, as recently revised in 41 CFR 60-1.3 and 60-1.12, the following process for the compilation of applicant flow data has been established by Global Recruiting as follows: • The recruiter is alerted that there is a new position(position is approved in Recruiting Solutions tracking system and the recruiter is notified). The recruiter meets with the hiring manager to determine the type of basic and other qualifications(such as experience, skills, education)required for the position. • Potential job seekers are sourced in several ways (primarily Internet postings/searches/responses and traditional advertisements,but also through job fairs, employee referrals etc.) All job seekers are instructed to go the Global Recruiting website(www.unisys.com)to express their interest in particular requisitions by submitting and/or otherwise completing their resume on-line; • When expressions of interest for particular requisitions are submitted to the Global Recruiting website, the job seeker will be initially solicited to provide-on a strictly v=oluntary basis--race/gender information. Any responses are thereafter kept separate. 18 i Expressions of interest for a particular requisition shall be considered by the recruiter to determine if they meet the basic qualifications for the position (consistent, non- evaluative data management techniques may be employed for high volume requisitions to consider only select expressions of interest);those considered to meet the qualifications for the requisition to which they have expressed an interest(and who thereafter do not remove themselves from consideration and/or otherwise express disinterest)are thereafter tracked as"applicants". "Applicants"for a particular requisition are then requested to complete the Unisys'e- application"and authorization for background check; the applicant is solicited to provides for a second time and again on a strictly voluntary basis—race/gender information from the electronic "tear off sheet"on the"e-application". Once again,any responses obtained are thereafter kept separate. Resumes of"applicants"may be forwarded to the hiring manager for their further review,to determine if they want to interview based on stated technical experience and skills. • Recruiting Solutions maintains applicant flow log information for each approved requisition opened by name,race, gender, and veteran status of each applicant(where possible), the job applied for, date and referral source,if applicable. 2. Two opportunities are provided to self-identify. A voluntary, electronic self-identification form is requested to be completed on the Unisys Global Recruiting website at the time the job seeker expresses an interest in a particular requisition. Subsequently, "applicants"are thereafter requested to complete the Unisys "e-application", which contains an electronic"tear-off sheet" designed to obtain race/gender applicant flow information, again on a voluntary basis which shall be maintained separately. 3. Unsolicited resumes are not considered part of the applicant flow data system. 4. Applicant flow data is analyzed by job group(or EEO-1 job category in facilities where the size of the workforce does not allow for smaller job groupings). 5. Global Recruiting is responsible for retaining all recruitment and applicant-related"employment and personnel records", including the records of"expressions of interest", internal resume database searches and external resume database searches defined herein, in accordance with 41 CFR 60-1.12 as revised. C. Personnel Activity Records Personnel activity records (i.e.,hires,rejections,promotions and terminations and/or layoffs) are maintained in People soft and/or Recruiting Solutions to ensure that Unisys nondiscriminatory policies are adhered as follows: I. A record is maintained in recruiting Solutions of employment offers and rejections with race, gender,job title, salary, and if available,recruiting source information, if applicable. 19 2. A record is maintained in Peoplesoft of new hires, including rehires, and recalls with name, gender, race,job title,pay rate, and date of hire.' facilities. D. Site Internal Audit/Reporting System The Administrative Coordinator,with the assistance of the Diversity Forum/North America Diversity Council and Employee and Labor Relations/HR Law,will monitor utilization and Diversity efforts throughout the year. Such monitoring includes the following: • periodically monitoring progress towards Diversity/EEO goals,with internal reporting to BU managers and the Diversity Forum on the degree to which the Diversity/EEO goals set forth herein have been attained,and with a report to senior management at the establishment on their effectiveness and improvement recommendations • periodically monitoring records pertaining to hiring,promotions, terminations and/or other applicable selection procedures; and • periodically monitoring records pertaining to compensation; HR Directors and Practice Consultants will also monitor the result of such Diversity/EEO efforts with the management of their respective business units. E. Utilization Analysis Unisys prepares written Affirmative Action Plana in accordance with current requirements for federal government contractors. In conducting this required utilization analysis and setting annual employment goals based on availability estimates for underutilized job groups,Unisys has been guided by its established policy of providing equal employment opportunity and affirmative action in all aspects of employment. Importantly, Unisys adheres to the following principles concerning the establishment of these placement rate goals: • These goals have been established as targets sought to be attained by applying every good faith effort; • Unisys engages in good faith efforts (described in this Plan and accompanying supporting materials) with the objective to place women and/or minorities in job groups where goals have been established roughly equal to their estimated availability; a=: These goals are not rigid/inflexible quotas which must be met, and are neither considered a ceiling nor a floor for the employment of particular groups; • All employment selection decisions must be made in a non-discriminatory manner per Company policy. Goals shall not be used as a justification to extend a preference to an individual, select an individual,or adversely affect an individual's employment status; • Unisys does not use placement goals to establish set asides for specific groups,nor are they used to achieve proportional representation or equal results; and 4 Unisys does not permit these goals to supersede merit selection principles. 20 i • UNISYS RESPONSE TO THE CITY OF ELGIN ✓' UNISYS CONSTITUENT RELATIONSHIP MANAGEMENT(CRM)AND ELGIN BUILD OUT OF A 311 CALL CENTER REQUEST FOR PROPOSAL#12-008 31 1 I N I T I A T I V E 8.12.5 Sub Section D - City of Elgin, Illinois Equal Employment Written Commitment Guidelines Unisys has provided our completed form on the following pages. Required Attachments 8-48 111 RKQa EST FoR PRo Posm. Cnv ur Ei.c:tx. IL Sub Section D(cont'd) r g i City of Elgin, Illinois Chapter 3.12.1000 Affirmative Action-City Contrdcts 1.Name and Address of Bidder 2.Description of Project L, cWWW'Tou Constituent Relationship jj__ /� r �t yJ.�t✓L Ci1JU� f% ✓rC> t � M,ana�mn�,(.1;IiM)�11]d R�tild Out � - G�'(C 'P4 )ri YO d of a 311 Call Center (1 tr JOBCATEGORIFS rotal Whites Blacks Hispanics Asians or American Minority croak; (All kcir DD_Sj,� (f� Employm% Pacific Indians M & F) Categories) slanders ;o 1 fY M 1 F M ! F M t F M 1 F M r F 53.6% 44.4% Example:Managers 18 3/5 3/2 4/0 0/1 0/0 UB'IpS) (8:18) t`JU ti 0/ G%, 5&,as 0) r, O�c Y Q / 1 I O/o 0/0 00 . �0 TOTALS l c� Graf 30119C, P.tct:38 i Sub Section D(Cont'd) 2. Have you ever been awarded a bid by the City of Elgin? _Yes No 3. If the answer to question##2 is Yes,please submit a copy of the Employee Utilization Form that was submitted with your lost successful bid along with u fully completed copy of this fort. 4.Please submit,according to the guideline provided in the attached document,a written commitment to provide equal employment opportunity.An Employee Utilisation Farm is required fnr any subcontractors etoTE:In the mul that a coatmxtor or vcudor,etc.,fails to comply with the fan'employment and atTinnatiec action provisions of thcCity of Elgin,the City umongst other actions may cancel,terminate.or suspend the contract in whole or in tail. ignature of C ;n any Offici dJ Citle rckphone Number Bate Signed amc PACE 39 UNISYS UNISYS RESPONSE TO THE CITY OF ELGIN IS CONSTITUENT RELATIONSHIP MANAGEMENT(CRM)AND ELGIN BUILD OUT OF A 311 CALL CENTER REQUEST FOR PROPOSAL#12-008 3 1 1 1 N I T I A T I V E 8.12.6 Sub Section E - City of Elgin, Illinois Tax/Collusion/Debarment/ Prevailing Wage/Legal Status of Employees Affidavit Unisys has provided our signed copy of Sub Section E on the following pages. Required Attachments 8-51 3t t RFQI;FST FOR PROPOSAL. C T of ELQ I.N. 1L Sub Section E CITY OF ELGIN,ILLINOIS TA.X/COLLUSION/DEBARiNIENT/PREVAILING WAGE/LEGAL STATUS OF EMPLOYEES AFFIDAVIT Commonwealth of Pennsvivania County of Monteomery Barry Cruse, being first duly sworn, hereby deposes and states: (1) That s/he is the Vice President&General Manager of the part.),making the foregoing bid. (2) That the bidder is not barred from contracting With any unit of local government for any reason,including but not limited to debarment as a result of a violation of 720 Illinois Compiled Statutes.Section 5/33E-3 or 5/33E-4,as amended. (3) That no collusion or agreement among other bidders or prospective bidders to bid a fixed price or otherwise restrain competition by agreement has taken place. (4) That the bidder is not delinquent in the payment of any tax administered by the Illinois Department of Revenue unless there is a pending proceeding contesting any such tax. (5) That the bidder hereby certifies: [check all that apply] • X bidder has not received any notices of violations of the Illinois Prevailing Wage Act(820 ILCS 130/0.01 et seq.) in the event any such notice has been received by bidder,a copy of any such notice is attached hereto. in the event that bidder has received such a notice,any documentation demonstrating the resolution of any such notice is attached hereto. for each such notice received by bidder,the matter has been resolved as follows: 1'acF,40 311 RsoueSI FOR PROPOSAL CITY Or ELGIN. 1L (6) That the bidder hereby certifies that it shall comply with the provisions of the Prevailing Wage Act(820 ILCS 130/0.01 et seg.). Upon the bidder's review of the level of III sets required for the services inchtded in this response, them do not wear to march those set forth in the Illinois Prevailing lVage for Kane County. As such we do not believe the Illinois Prevailing Wage apolies to this response. (7) That the bidder hereby certifies, represents and warrants that all of bidder's employees and/or agents who will be providing products and/or services with respect to the subject bid and contract are and shall be legal residents of the United States, and arc and shall be legally authorized to perform any such applicable work and/or services. Signature of Bidder,if an individual: 1 Signature of Bidder,if a partnership: Subscribed and swom to Partner(indicate General or Limited) before me this day of ii3fllit S 20,I- Sign' re of B+ der earparation: My commission expires: 6 1.UiY Vice Pre-,+ ent c&G neral Manager .=mMONwEAIr►i o- , vANIA Mafada� .. (See attached Certified Copy of Resolutions of the Kathy,Afttwh VVtdtpaln Twp.,Morn. Board of Directors of Unisys Corporation for authorization) �9ycomm"On ,: is "`!per.PenrtSYIMla A;;: ""-,. "%imar" N/A COMMONWEALTH OF PENNSYLVA[V!A Notarhal Ssa1; Secretary Kat Ie-KU*.d Notary Pubk NRdtpaln Twa..mMjgom C0wrty M�MY Comm}sal-Exgrea March 6.2012 J PP-nwwrd`aAsso�c4���or Signature of Bidder,if a limited liability company: 14T4V L Member or Manager P{ce41 --- I, i