1 THE BOARD OF SUPERVISORS OF THE COUNTY OF STANISLAUS ACTION AGENDA SUMMARY DEPT: Strategic Busmess Technology, BOARD AGENDA # "B-10 Urgent Routine AGENDA DATE July 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 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 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, 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, in hardware, $23, in licenses and $9, in implementation sewices, as well as $ 18,297 in on-going support costs. Continued on Page 2... BOARD ACTION AS FOLLOWS: NO On motion of Supervisor-... Grover, 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: ATTEST: CHRISTINE FERRARO TALLMAN, Clerk
2 Approval for the Purchasing Agent to Negotiate and Enter into an Agreement with NetLogic, Inc. to Add Project No to Master Agreement Number S2012 for Voice Over lnternet Protocol FISCAL IMPACT (continued): This purchase would be funded by existing SBT Telecommunications budget allocations. On-going support costs can be sustained within the current Proposed Budget for SBT Telecommunications for Fiscal Year 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, 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.
3 NetLogic, Inc. PROJECT NO GSA PURCHASING AGENT 1010 Tenth Street, Suite 5400, Modesto, CA PO Box 3229, Modesto, CA Phone: (209) Fax: (209) 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, 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, I B. 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.
4 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. In Witness Whereof, the parties have executed this Project No on July 10, COUNTY OF STANISLAUS NETLOGIC, INC. "County" "Contractor" APPROVED AS TO CONTENT: Chief Information Officer APPROVED AS TO FORM: Michael H. Krausnick County Counsel Assistant county Counsel
5 PROPOSAL CISCO CALL CENTER PRICING Prepared for
6 Requested by PAUL GIBSON Prepared by DARREN RODRIGUES VP of Finance June 20,2007
7 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. All Trademarks are the property of their respective owners.
8 2925 Niagra Street, Suite 11 Tudock, CA Phone: Fax: June 20,2007 Mr. Paul Gibson Stanislaus County 801 I I th Street Suite 4100 Modesto, CA 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 ( ) if you have any questions. We look forward to working with you on this important project. Sincerely, NetLogic Solutions, Inc. Darren Rodrigues Account Manager
9 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.
10 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.
11 ANNUAL MAINTENANCE ANNUAL SUPPORT Premium 1 year parts and labor 24x7~4 response to client service request 24~7x4 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
12 ANNUAL MAINTENANCE ANNUAL SUPPORT PRICING 1. Cisco 7845 Semer 24X7X4 hours 2. Cisco Essential Software Support for IPCC - 1 Seat 3. Cisco Subscription Services for IPCC - 1 Seat IPCC Project I Price 4. 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.
13 PROPOSAL ACCEPTANCE SCOPE OF 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 desii (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.
14 PROPOSAL ACCEPTANCE 4. Cutover a. All phone numbers/dids deiined for cutova are walking and to the correct 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 wall jack. 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.
15 PROPOSAL ACCEPTANCE Assumptions ASSUMPTIONS AND CONSTRAINTS iissumpuons are factors that, for p h g purposes, are considered to be me, 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.
16 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 BE 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
17 PROPOSAL ACCEPTANCE 1 TYPICAL CUSTOMER RESPONSIBILITIES Customer shall coopeare reason~blv wth X~tLosc folloumg a Ruchax 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: Customer shall make adable such data as is necessary to adequately test any hardmare and/or sohe 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 logid sch&natics (Visio?ormat preferred) prior to service commencekt. 5. Customer will provide sldlled perso~el 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 bepning of the scheduled onsite installation. Ensure cubide jacks are properly labeled back to the w i closet 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 cabhmeea 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. ~ 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