Project Scope and Approach

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1 Oakland County Department of Information Technology Project Scope and Approach Project Name: IVR Platform Upgrade Project ID: D90186IV Leadership Group: Information Technology Steering Committee Department: Information Technology Division: Technical Systems & Networking Project Sponsor: Phil Bertolini Date Requested: 06/01/2010 PM Customer No. 186 Request Type: New Development Enhancement Customer Support Planned System Maintenance or Upgrade IT Team Name: Land Application Services IT Team No: 9 Project Manager/Leader: Marc Groder Account Number: Account Description Technical Systems & Netw Customer Name: IT Grant Funded? Yes No Mandate? Yes Mandate Source: No Project Goal To upgrade the IVR System to the latest vendor platform, so that the system can continue to be covered under support and maintenance. Business Objective To upgrade to the latest platform without comprising any features, or chaning business process. Major Deliverables Detailed Project Plan Application and/or System Requirements Updated Technical Design Document Updated Technical Architecture Diagram User Acceptance Test Plan Implementation Plan Application Code Updated Disaster Recovery Toolkit Service Center Knowledge Documents Approach Develop Detailed Project Plan Review current business process and conduct needs assessment with customer, ensuring current manual processes are refined and automated. Document system requirements Determine and document system architecture and diagram Assess User Hardware and Software Requirements Form Rev. 08/29/2008 Page 1 Project Rev. 8/31/2010

2 Oakland County Department of Information Technology Project Scope and Approach Project Name: IVR Platform Upgrade Project ID: D90186IV Conduct Tech Review Order hardware and software if needed Develop Implementation Plan Develop new system Develop User Acceptance Test Plan Test new system Acquire User Acceptance Sign off Conduct Change Control Develop User Documentation, SLA, Disaster Recovery Toolkit, Service Center Knowledge Documents Train users on new system Release new system into production Benefits See Return on Investment (ROI) Analysis Document Impact Number of Users Public Citizens Divisions Tax Administration, Courts Leadership Groups Land, Courts Risk Business Environment Medium - Project will require some changes to existing business processes. Technical Environment Medium - Previously implemented technologies with modifications to the database and the application user interface. Assumptions Staffing IT Staffing: resources will be available for the hours indicated per the attached project plan. Form Rev. 08/29/2008 Page 2 Project Rev. 8/31/2010

3 Oakland County Department of Information Technology Project Scope and Approach Project Name: IVR Platform Upgrade Project ID: D90186IV Facilities Technical Assumes completion of Active Directory (AD) migration Funding IT Funding Other Priority TBD Constraints Exclusions Form Rev. 08/29/2008 Page 3 Project Rev. 8/31/2010

4 Oakland County Department of Information Technology Project Scope and Approach Project Name: IVR Platform Upgrade Project ID: D90186IV PROJECT PHASE AUTHORIZATION Phase(s): All Total Estimated Application Services Hours: 2,222 Cost: $271,084 Total Estimated Technical Systems Hours: 100 Cost: $4,880 Total Estimated CLEMIS Hours: Cost: Total Estimated Internal Services Hours: Cost: IT Application Services Division Manager Approval: IT Technical Systems Division Manager Approval: IT CLEMIS Division Manager Approval: IT Internal Services Division Manager Approval: IT Management Approval: Approved: Yes No Reason: Project Sponsor Approval: Title: PROJECT SUMMARY Authorized Development (see above) Hours: 2,322 Cost: $275,964 Preliminary Estimated Development for Future Phases Hours: Cost: Grand Total Estimated Development Hours: 2,322 Cost: $275,964 Form Rev. 08/29/2008 Page 4 Project Rev. 8/31/2010

5 Oakland County Department of Information Technology Project Scope and Approach Project Name: IVR Platform Upgrade Project ID: D90186IV Customer Acceptance of Product: PROJECT COMPLETION AUTHORIZATION Title: Project Office Review: Form Rev. 08/29/2008 Page 5 Project Rev. 8/31/2010

6 Information Technology Strategic Plan Alignment D90186IV - IVR Platform Upgrade Provide an Enhanced Application Service Offering Increase application integration through web services Research and develop a Constituent Relationship Management (CRM) strategy Promote mobility and location integration in business applications Utilize ecommerce platform to offset costs and expand product offerings to customers X Improve the quality, reliability and availability of all applications Increase the agility and responsiveness of business units by expanding customer analytics Leverage the County's Internet presence and portal as a branded consolidated point of access to all County information and services through a web browser Centralize identity and access management for all applications and content X X Enhance ability to provide effective and timely customer (County departments and CVTs) service Implement a centralized service center strategy to provide a single point of contact for service delivery Implement the IT Library (ITIL) best practice framework for IT Service Management Define a service and support strategy that clearly identifies the IT service provided Provide a high-quality training program to empower employees through technology Develop a formalized customer communication plan Build IT Staff expertise through professional development Expand capacity through ongoing organizational review and selective outsourcing Implement a Standardized Strategy Deliver services using a shared technology infrastructure wherever possible Implement a Microsoft infrastructure strategy Implement a consolidated security strategy Establish a standard personal computing hardware and software product suite, SLA, and replacement schedule for all County personal computers Establish support cost model and SLA for all offerings outside Improve service availability through network design and management strategies Establish enhanced capacity planning and recovery management strategies Run Date 7/7/2010 Page 1 of 1

7 Project Summary Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Benefits/Savings: Tangible Benefits Subtotal: Cost Avoidance Subtotal: 33,529 33,529 33,529 33,529 33,529 33, ,174 Costs: Development Services Subtotal: 463, ,284 Hardware Subtotal: Software Subtotal: 26,603 26,603 26,603 26,603 26,603 26, ,618 Subtotal 8,040 8,040 8,040 8,040 8,040 8,040 48,240 Training Subtotal: Other Subtotal: Annual Statistics: Annual Total Savings 33,529 33,529 33,529 33,529 33,529 33, ,174 Annual Total Costs 497,927 34,643 34,643 34,643 34,643 34, ,142 Annual Return on Investment (464,398) (1,114) (1,114) (1,114) (1,114) (1,114) (469,968) Annual Costs/Savings Ratio % % % % % % Project Cumulative Statistics: Cumulative Total Savings 33,529 67, , , , , ,174 Cumulative Total Costs 497, , , , , , ,142 Cumulative Return on Investment (464,398) (465,512) (466,626) (467,740) (468,854) (469,968) (469,968) Cumulative Cost/Savings Ratio % % % % % % % Year Positive Payback Achieved State or Federal Mandate? Signatures: NO PAYBACK Benefits Reviewed By Project Sponsor Costs (including IT Resources) Reviewed By Information Technology Project Manager ROI+IVR_Upgrade.xls/Project Summary Page 1 REV: February 17, 2009

8 Savings Detail Project Savings Category Unit Desc Rate per Unit Benefit/Savings Description Budget Category/Funding Source Units Total Savings Platform upgrade will allow to continue to be covered under vendor support and maintenance. (Current Platform unsupported as of Dec. 2012) Intangible Benefit Server reduction: (1) Production Server (1) Test Server ($10,000 cost over 6 years) Cost Avoidance 2 1,666 3,332 Package Software - Historical Annual Maintenance Cost Avoidance 1 30,197 30,197 Annual Multiplier ROI+IVR_Upgrade.xls/Savings Detail Page 2 REV: February 17, 2009

9 Savings Detail Project Savings Benefit/Savings Description Category Platform upgrade will allow to continue to be covered under vendor support and maintenance. (Current Platform unsupported as of Dec. 2012) Intangible Benefit Server reduction: (1) Production Server (1) Test Server ($10,000 cost over 6 years) Cost Avoidance Package Software - Historical Annual Maintenance Cost Avoidance Affects Project ROI? Potential Savings Extensions Y1 Y2 Y3 Y4 Y5 Y6 Y1 Y2 Y3 Y4 Y5 Y6 X X X X X X 3, , , , , , X X X X X X 30, , , , , , ROI+IVR_Upgrade.xls/Savings Detail Page 3 REV: February 17, 2009

10 Savings Summary Benefit/Savings Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Tangible Benefit: Tangible Benefits Subtotal: Cost Avoidance: Server reduction: (1) Production Server (1) Test Server ($10,000 cost over 6 years) 3,332 3,332 3,332 3,332 3,332 3,332 19,992 Package Software - Historical Annual Maintenance 30,197 30,197 30,197 30,197 30,197 30, ,182 Cost Avoidance Subtotal: 33,529 33,529 33,529 33,529 33,529 33, ,174 Intangible Benefit: Platform upgrade will allow to continue to be covered under vendor support and maintenance. (Current Platform unsupported as of Dec. 2012) Savings Total: 33,529 33,529 33,529 33,529 33,529 33, ,174 ROI+IVR_Upgrade.xls/Savings Summary Page 4 REV: February 17, 2009

11 Cost Detail Cost Description Project Cost Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Cost Annual Multiplier Affects Project ROI? Y1 Y2 Y3 Y4 Y5 Y6 IT Hours - New Development Development Svcs 2, ,284 x IT Hours - System Maintenance Development Svcs IT Hours - Customer Support Development Svcs IT Hours - Planned Maintenance Development Svcs User Hours - New Development Development Svcs 0 User Hours - PTNE/OT Development Svcs 0 Contractor Professional Services Development Svcs 1 180, ,000 x PC System - Acquisition Hardware PC System - Maintenance Hardware 2,304 0 Notebook - Acquisition Hardware 1,223 0 Notebook - Maintenance Hardware 2,372 0 Tablet Notebook - Acquisition Hardware 2,012 0 Tablet Notebook - Maintenance Hardware 0 Laserprinter - Acquisition Hardware 1,432 0 Laserprinter - Maintenance Hardware 1, Image Workstations - Acquisition Hardware 0 Image Workstations - Maintenance Hardware 3,496 0 PC Maintenance User Owned Hardware 2,304 0 Printer Maintenance User Owned Hardware 1,072 0 Package Software - Acquisition Software 0 Package Software - Annual Maintenance Software 1 26,603 26,603 x x x x x x Business Objects Access Software 0 Term Emulation SFTW-Acquisition Software 0 Term Emulation SFTW-Maintenance Software 0 Dedicated Server (General / IIS) 2 4,020 8,040 x x x x x x Server - Maintenance Server Sftwre - Acquisition/Upgrade Server Sftwre - Maintenance 0 Server Rack Mount Oracle Enterprise Per Processor - Includes Year 1 Maintenance 21,372 0 Oracle Enterprise Per Processor - Year 2 and Beyond 3,432 0 ROI+IVR_Upgrade.xls/Cost Detail Page 5 REV: February 17, 2009

12 Cost Detail Cost Description Project Cost Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Cost MS SQL Server Standard Per Processor - Includes Year 1 Maintenance 4,725 0 MS SQL Server Standard Per Processor - Year 2 and Beyond MS SQL Server Enterprise Per Processor - Includes Year 1 Maintenance 19,693 0 MS SQL Server Enterprise Per Processor - Year 2 and Beyond 3,939 0 Websphere Basic Per Processor Single/Dual Core - Includes Year 1 Maintenance 3,506 0 Websphere Basic Per Processor Single/Dual Core - Year 2 and Beyond Websphere ND Per Processor Single/Dual Core - Includes Year 1 Maintenance 13,180 0 Annual Multiplier Affects Project ROI? Y1 Y2 Y3 Y4 Y5 Y6 Websphere ND Per Processor Single/Dual Core - Year 2 and Beyond 2,635 0 SSL Certificate TBD 0 TBD 0 TBD 0 TBD 0 Internet Access Project Staff Training Training 0 User Training Training 0 ROI+IVR_Upgrade.xls/Cost Detail Page 6 REV: February 17, 2009

13 Cost Detail Potential Cost Extensions Cost Description Project Cost Category IT Hours - New Development Development Svcs IT Hours - System Maintenance Development Svcs IT Hours - Customer Support Development Svcs IT Hours - Planned Maintenance Development Svcs User Hours - New Development Development Svcs User Hours - PTNE/OT Development Svcs Contractor Professional Services Development Svcs PC System - Acquisition Hardware PC System - Maintenance Hardware Notebook - Acquisition Hardware Notebook - Maintenance Hardware Tablet Notebook - Acquisition Hardware Tablet Notebook - Maintenance Hardware Laserprinter - Acquisition Hardware Laserprinter - Maintenance Hardware Image Workstations - Acquisition Hardware Image Workstations - Maintenance Hardware PC Maintenance User Owned Hardware Printer Maintenance User Owned Hardware Package Software - Acquisition Software Package Software - Annual Maintenance Software Business Objects Access Software Term Emulation SFTW-Acquisition Software Term Emulation SFTW-Maintenance Software Dedicated Server (General / IIS) Server - Maintenance Server Sftwre - Acquisition/Upgrade Server Sftwre - Maintenance Server Rack Mount Oracle Enterprise Per Processor - Includes Year 1 Maintenance Oracle Enterprise Per Processor - Year 2 and Beyond Y1 Y2 Y3 Y4 Y5 Y6 283, , , , , , , , , , , , , , ROI+IVR_Upgrade.xls/Cost Detail Page 7 REV: February 17, 2009

14 Cost Detail Potential Cost Extensions Cost Description MS SQL Server Standard Per Processor - Includes Year 1 Maintenance MS SQL Server Standard Per Processor - Year 2 and Beyond MS SQL Server Enterprise Per Processor - Includes Year 1 Maintenance MS SQL Server Enterprise Per Processor - Year 2 and Beyond Websphere Basic Per Processor Single/Dual Core - Includes Year 1 Maintenance Websphere Basic Per Processor Single/Dual Core - Year 2 and Beyond Websphere ND Per Processor Single/Dual Core - Includes Year 1 Maintenance Websphere ND Per Processor Single/Dual Core - Year 2 and Beyond SSL Certificate TBD TBD TBD TBD Internet Access Project Staff Training User Training Project Cost Category Training Training Y1 Y2 Y3 Y4 Y5 Y6 ROI+IVR_Upgrade.xls/Cost Detail Page 8 REV: February 17, 2009

15 Cost Summary Cost Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Development Services: IT Hours - New Development 283, ,284 IT Hours - System Maintenance IT Hours - Customer Support IT Hours - Planned Maintenance User Hours - New Development User Hours - PTNE/OT Contractor Professional Services 180, ,000 Development Services Subtotal: 463, ,284 Hardware: Hardware Subtotal: Software: Package Software - Annual Maintenance 26,603 26,603 26,603 26,603 26,603 26, ,618 Software Subtotal: 26,603 26,603 26,603 26,603 26,603 26, ,618 : Dedicated Server (General / IIS) 8,040 8,040 8,040 8,040 8,040 8,040 48,240 Subtotal 8,040 8,040 8,040 8,040 8,040 8,040 48,240 Training: Training Subtotal: Other: Other Subtotal: Costs Total: 497,927 34,643 34,643 34,643 34,643 34, ,142 ROI+IVR_Upgrade.xls/Cost Summary Page 9 REV: February 17, 2009

16 Assumptions Date Assumption Description 21-Jun-10 Current production server will become new test server. 21-Jun-10 Elimination of separate "Text to Speech" server with new platform. 21-Jun-10 Estimate assumes, Oakland County will continue using the Convergys IVR System. 21-Jun-10 No expansion of services, migrate exisiting application to new platform which will allow for future expansion. ROI+IVR_Upgrade.xls/Assumptions Page 10 REV: February 17, 2009

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