THE BOARD OF SUPERVISORS OF THE COUNTY OF STANISLAUS ACTION AGENDA SUMMARY
DEPT:
Strategic Busmess Technology
,
BOARD AGENDA#
"B-10Urgent Routine
rnf'k
@
AGENDA DATEJuly 10, 2007
CEO Concurs with Recommendation YES
$
NO 415 Vote Required YES NO(Info ion Attached)
SUBJECT:
Approval for the Purchasing Agent to Negotiate and Enter into an Agreement with NetLogic, Inc. to Add
Project No. 07-03 to Master Agreement Number S2012 for Voice Over Internet Protocol.
STAFF RECOMMENDATIONS:
1. Authorize the Purchasing Agent to execute and sign all necessary documents to add Project No. 07-03
to the existing Master Agreement with NetLogic, Inc. for Voice Over Internet Protocol services to permit
the purchase and implementation of a Call center System.
FISCAL IMPACT:
The initial project for implementation of the Call Center component of the Voice Over IP System is
$68,350.21 for hardware, licenses, services and on-going support.
It is anticipated that the total
expenditure for Call Center-related systems and services could equal another $40,000 a year over the
next 5 years if departments find the system useful and, through SBT Telecommunications procure
additional license and services. The current costs represent $16,750.50 in hardware, $23,552.71 in
licenses and $9,750.00 in implementation sewices, as well as
$
18,297 in on-going support costs.
Continued on Page 2
...
BOARD ACTION AS FOLLOWS:
NO.
2007-540
GroverOn motion of Supervisor- ... , Seconded by Supervisor.
--_M-ayIic?e!d--
... and approved by the following vote,Ayes: Supervisors:.
.??a~ILe!d~G-r~~er,~~nteith~
.DR_M_a.tinl.a.nd C.haicm-a.n.9:Brien-
... ... Noes: Supervisors:-.. .....None_-
... Excused or Absent: Supervisors:__Non?
... Abstaining: Supervisor:.. ...
Erne
I) X Approved as recommended
2) Denied
3) Approved as amended
4) Other:
MOTION:
Approval for the Purchasing Agent to Negotiate and Enter into an Agreement with NetLogic, Inc.
to Add Project No. 07-03 to Master Agreement Number S2012 for Voice Over lnternet Protocol
FISCAL IMPACT (continued):
This purchase would be funded by existing 2006-2007 SBT Telecommunications budget
allocations. On-going support costs can be sustained within the current Proposed Budget for
SBT Telecommunications for Fiscal Year 2007-2008. Any department or agency that needed
Call Center functionality, such as the ability to record phone calls for training reasons, the ability
to dynamically reallocate phone call traffic to bring additional call takers online to deal with high
volumes, and a very rich and detailed call reporting and monitoring system, could be provided
services through this new capability.
DISCUSSION:
In 2005, the County conducted a Request for Proposal (RFP) for the purchase of a Voice Over
lnternet Protocol telephone system. Ultimately, NetLogic, lnc of Turlock, CA was selected as the
vendor of choice. The Board of Supervisors approved the purchase of the VolP System in
October, 2006. The VolP RFP were for advanced call routing, advanced call management and
other core capabilities of a Call Center system. NetLogic, lnc's response to the RFP included a
description of the Call Center capability. The County did not include Call center functionality in
the initial project scope of work under the Master Agreement, and now wants to add that
capability to the VolP system. It is far more cost effective to implement Call Center functionality
that works with the County's core Voice over IP system than to purchase a stand alone separate
Call Center system.
The Call Center capabilities will be available to departments, including Strategic Business
Technology for use in any location where large numbers of calls are taken by dedicated call
takers. Help desks and other high call volume customer centers can more effectively manage
their operations through the use of the features of a Call Center system. The system allows for
additional licenses to be added as needed so that the system costs will only increase as usage of
the system demands it. Costs will be spread only to customers who chose to take advantage of
the Call Center system.
POLICY ISSUES:
The Board of Supervisors is asked to determine whether the implementation of more responsive
systems for dealing with customer phone calls contributes to the efficient delivery of public
services.
STAFFING IMPACT:
After implementation it is expected that SBT Telecommunications staff will begin to take over
management of the Call Center system. There are no staffing impacts anticipated.
GSA PURCHASING AGENT
1010
Tenth
Street, Suite 5400,Modesto,
CA
95354 POBox
3229, Modesto,
CA
95353-3229Phone:
(209) 525-6319
Fax: (209)
525-7787
NetLogic, Inc.
PROJECT
NO.
07-03
A.
Terms and Conditions
Except as hereinafter provided, the services provided by the Contractor under this Project
shall be subject to the terms and conditions set forth in the MasterAgreement ForIndependent
ContractorServicesmade and entered into by and between the County of Stanislaus ("County")
and NetLogic, Inc. ("Contractor"), on November 2, 2006.
6.
Scope of Work
The Contractor shall provide services under the Agreement and this scope of work for
addition of the CISCO Call Center, including equipment, software licenses, installation, project
management and support services, for Strategic Business Technology and the Gallo Center for the
Performing Arts, and the opportunity to acquire additional licenses and support, pursuant to and
at the prices set forth in the Contractor's Proposal for CISCO Call Center Pricing dated June 20,
2007 ("Proposal") attached hereto and, by this reference, made
a
part hereof.
C.
Compensation
The Contractor shall be compensated for the services provided under the Agreement and
this scope of work as follows:
1.
Contractor will be compensated for a fifteen (15) license site implementation for Strategic
Business Technology and for the Gallo Center for the Performing Arts as set forth in the
Contractor's Proposal as follows:
A. Upon receipt of invoice and proof of delivery of equipment. Total cost of equipment
shall not exceed $49,600.21.
IB.
Upon receipt of invoice and proof of installation of equipment. Total cost for one
year equipment maintenance and software supportlupgrade agreement shall not
exceed $18,750.
C. The parties hereto acknowledge the maximum amount to be paid by the County for
services provided shall not exceed $68,350.21, including, without limitation, the
cost of any subcontractors, consultants, experts or investigators retained by the
Contractor to perform or to assist in the performance of its work under this
Agreement.
2.
During the term of the Master Agreement, Contractor will be compensated for additional
licenses, implementation and support, when requested by the County, as set forth in the
Contractor's Proposal Call Center Infrastructure Individual Pricing.
I n Witness Whereof, the parties have executed this Project No. 07-03 on July 10, 2007.
COUNTY OF STANISLAUS
NETLOGIC, INC.
"County"
"Contractor"
APPROVED AS TO CONTENT:
Chief Information Officer
APPROVED AS TO FORM:
Michael H. Krausnick
County Counsel
P R O P O S A L
CISCO CALL C E N T E R P R I C I N G
Requested by
PAUL GIBSON
Prepared by
DARREN
RODRIGUES
VP
of Finance 209.656.5740 dmdrigues@netlogic-inc.com June20,2007
Notice
The information contained in this document is confidential information between NetLogic and Stanislaus County. Its purpose is to communicate the details of a proposed business solution from NetLogic to the client. All information is to be kept confidential and used only to determine the feasibility and acceptability of the proposed solution by NetLogic.
This document is the property of, and is proprietary to NetLogic. It is not to be disclosed in whole or in part without the express, written authorization of NetLogic, and shall be returned upon request.
2925 Niagra Street, Suite 11 Tudock, CA 95382-1057 Phone: 209-632-5700 Fax: 209-632-7042 June 20,2007 Mr. Paul Gibson Stanislaus County 801 I I th Street Suite 4100 Modesto, CA 95354
RE: Proposal for IP Telephony Project Dear Mr. Gibson:
Thank you for the opportunity to provide a solution for your IP Telephony Call Center Project. NetLogic is very interested in being a technology partner for Stanislaus County.
In preparing our solution, we have considered many options. Our primary goal was to put ourselves in your position, but with the knowledge we hold about our industry. In doing so, we were able to determine what resources could be redeployed, and what solutions would be most cost effective.
As your technology partner, NetLogic looks forward to providing you with skilled engineering and configuration for all your technology needs. We are committed to the successful implementation of this project and a long term relationship with Stanislaus County.
Please feel free to contact me at (209-656-5740) if you have any questions. We look forward to working with you on this important project.
Sincerely,
NetLogic Solutions, Inc.
Darren Rodrigues Account Manager
PROPOSED SOLUTION
CALL CENTER INFRASTRUCTURE INDIVIDUAL PRICING
1. (1) Cisco MCS-7845 IPCC Server
2. (1) Cisco IPCC 4.5 Premium (top level pact) 3. (1) Cisco IPCC MS SQL 2 Processor License
4. (1) Cisco IPCC Premium Licenses/Seat 5. Base Installation of IPCC/Project Management
6. Typical Installation of a Department Call Center
Note: Custom installation costs (2.d item) are based on standard features and script customization. Actual installation cost may vary sltghtly depending on hnal call flow requirements. This is
determined during the call flow design phase.
PROPOSED SOLUTION
INSTALLATION WARRANTY
1. NetLogic will provide a one year warranty on installation senices based on the design plan that will be created. This warranty period will begin as each feature is signed off as completed. Dunhg the waxanty period, any issues that arise as a result of the initial installation will be handled free of charge.
2. All services rendered that are outside of the iniiial pre-design plan will be considered billable at normal hourly rates.
ANNUAL MAINTENANCE
ANNUAL SUPPORT
Premium
1 year parts and labor
2 4 x 7 ~ 4 response to client service request
2 4 ~ 7 x 4 replacement of failed hardware or configuration Monthly Server Maintenance and Patch Updates Annual software updates and upgrades
Unlimited telephone suppofl
Unlimited installation of software maintenance upgrades
ANNUAL MAINTENANCE
A N N U A L S U P P O R T P R I C I N G
IPCC Project
I
Price1. Cisco 7845 Semer 24X7X4 hours
2. Cisco Essential Software Support for IPCC
-
1 Seat 3. Cisco Subscription Services for IPCC-
1 Seat4. NetLogic 24X7X4 Premium Support (Basic IPCC Installation) 5. NetLogic 24X7X4 Premium Support (Additional call centers at other
departments) May vaq depending on user count and complexity of scripts.
Note: Multi-year agreements eligible for discount.
PROPOSAL ACCEPTANCE
SCOPE O F WORK
In order to consider
this
project completed, the following features and services will be completed by NetLogic:1. Contact Center Deployment
a. Cisco U&ed Contact Center Server is installed and online.
b. UCCX server has been fully integrated with Call Manager 5.x cluster. c. UCCX server has been con%red with premium level license. d. UCCX server has been configured for historical reporting.
e. UCCX server has been configured for recording and monitoring feature.
f. Call flow and queues have been created per call flow d e s i i (up to four queues during inidal installation).
g. Agents and supervisors have been configured and assigned to queues. h. Server database backup has been configured.
2. Agent Deployment
a. Each agent and Supe~S01 has been configured for use with the UCCX system, and assigned to the appropriate queue. NetLogic will install desktop software on the &st 5 users, and the remaining software will be installed by the local network administrator.
3. Training
a. Training classes have been provided to the agents and supervisors.
i. A one hour training session is provided for each agent group prior to cutover.
ii. Supervisor training of 2 hours will be provided to train the supervisor on additional features.
iii. Additional training may be purchased if needed.
PROPOSAL ACCEPTANCE
4. Cutover
a. All phone numbers/DIDs deiined for cutova are
walking
and to thecorrect auto attendant script.
b. Day One support cut sheet bas been completed.
5. Documentation
a. As built documentation has been delivered, including the folloming: i. Diagramed call flows for each site.
ii. Addresses for installed equipment iii Configurations of installed equipment. iv. Network diagram illusaating connectivity.
6. Exclusions and Assumptions
a. Customer staff will be responsible for the physical deployment of IP Phoaes on desks, and plug them into the appropriate walljack.
b. Customer staff will be responsible for the installation of any telephony software on the desktops (such as Agent Desktop software, etc). NetLogic will provide b ~ g and support as needed.
PROPOSAL ACCEPTANCE
ASSUMPTIONS A N D CONSTRAINTS
Assumptions
iissumpuons are factors that, for p h gpurposes, are considered to be m e , real, or certam. Client IT staff will be a liaison for communication/coordination with the individual sites and end users,
Appropriate power is available in each room that equipment is going to be deployed. NetLogic will idenufy the power requirements needed for the equipment to be installed. Client will hire an electrician to verify these power requirements are met.
Consttaints
Constraints are applicable restrictions that will affect the performance of the project.
Rack
or closet space may be limited in some IDFs. Additional wkhg components may be required to mount the equipment properly.Timeline for delivery of carrier WAN or PSTN services. The ability to deliver a working solution in a timely fashion is dependent on how quickly the carrier can deliver circuits to each site. Due to the complexity of engineering a WAN backbone, it can take at least 60 days from the dme the carrier contract is signed, until the first circuits begin to be delivered. In addition, other barriers may alise that increase this timeline.
Timeline for deliveq of equipment. Some components may be back ordered by the manufacturer. Depending on estimated delivery times, this may cause certain components of the project to be delayed until equipment arrives.
PROPOSAL ACCEPTANCE
RISKS
Project risk is an uncertain event or condition that, if it occurs, has a positive or a negative effect on a project objective. A risk has a cause and, if it occurs, a consequence. The following are the identified risks, their cause and effects, and planned response.
Hardware failure
o Cause -hardware mathctions o Effect - downtime/lost productivity
o Planned response/mitigation
-
NetLogic Support Agreement. The agreement being purchased includes a 24x7x4hour response. This will mean that any hardware failure will have at least a 4hour delay before the hardware is replaced, and additional time to restore the custom configuration.User training participation
o Cause - Users fad to use computer based training or participate in NetLogic user training classes
o Effect - Go live difficulties do to user error.
o
Planned response/rnitigation - Customer plans for additional trainiog or points the user to the computer based training.PROJECT TASKS TO B E DETERMINED
The following items will require further definition. Each will go through a separate sign off process and be added to the overall project plan.
Site implementation plan
Call flow design
Activity list with st& and finish dates Cutover migration plan
PROPOSAL ACCEPTANCE
1
TYPICAL CUSTOMER RESPONSIBILITIES
Customer shall coopeare reason~blv wth X ~ t L o s c folloumg a R u c h a x to fadtatc performance of
YctIuetc'a
-
obleanunr hereunder lncludtne the rendlaon of rcmces or ~nstallauon-
-
of hardwze and/or software. Customer shall dedicate such time, personnel and resources as may be reasonably necessary to complete the implementation or installation. Cooperation shall inelude the following:1. Customer shall make a d a b l e such data as is necessary to adequately test any hardmare and/or s o h e purchased under this Agreement.
2. Customer will provide 24x7 access to Customer fadlides, indudmg where applicable, computer equipment, facilities, wo~kspaces, and telephone for NerLogic's use dudng the Project.
3. Customer will provide an internet VPN connection where the equipment will be installed for remote support and maintenance.
4. Customer will provide a complete and documented network architecture plan that would provide phvsLal
.
,and l o g i d sch&natics (Visio ?ormat preferred) prior to service c o m m e n c e k t . 5. Customer will provide sldlled p e r s o ~ e l to assist with the following:
The Customer will supply NetLogic with a properly formatted CSV file, if appropriate, for importing users into Call Manager and Unity.
Ensure that all site preparation (for example, hut not limited to, power, space, HVAC, abatement, cables, and racks) will be in place and the site ready for equipment installation three (3) business days prior to the b e p n i n g of the scheduled onsite installation.
Ensure cubide jacks are properly labeled back to the w icloset patch panel. Ensure that the necessary power and cable requirements are met at each user location.
6 . Customer will provide all Auto Attendant greetings in Uniting and will designate a person to record hh
greetings dudng installation.
7. Customer will ensure that UPS. . Sume
-
Protection. or Wall Outlets are available and labeled for eaui~ment. A .8. Customer will ensure that all c a b h m e e a CAT5 specs as set by the appropljate standards body.
9. Unless NetLogic is authorized to do this, customeris responsible for
the
o;dedng, installing, and tesdng of all data and voice circuits nrior to the scheduled installation date. The Customer must ensure that Telco demarcations circuit identifications are dearly identiiied. Any delays caused by the lack of completed Telco coordination shall be billed at NetLopic timi and materials rates &duding &vel and other expenses. Any additional costs incuned bv Customer as a result of delavs shall be the sole res~onsibilitv of the Customer. ~ -10. Customer will coordinate tbe scheduling of users for training class times and provide the &g facilities. 11. Delays caused by the lack of completed site preparation or Customer failure to meet any responsibilities
specified in this Customer Responsibility list shall be billed at NetLogic time and matenals rates including travel and other expenses. Any additional costs inc-ed by Customer as a result of delays shall be the sole responsibility of the Customer.
12. Unless otherwise agreed to by the pardes, Customer will respond within two (2) business days of NetLogtc's request for documentation or information needed for the project. Failure to respond will
impact the project timeline, schedule, and availability of resources.
13. Lack of response by Customer within 72 hours for written requests constitute acceptance of said request