INVITATION TO NEGOTIATE (ITN) FOR ITN No.: 08-0029 Workforce Management Software

INVITATION TO NEGOTIATE (ITN) FOR ITN No.: 08-0029 Workforce Management Software Refer ALL Inquiries to Procurement Officer Peggy Yown, Procurement Officer Purchasing Department Citizens Property Insurance Corporation 2101 Maryland Circle Tallahassee, Florida 32303 (850) 521-8310 Phone (850) 575-0936 Facsimile E-Mail: bids@citizensfla.com TABLE OF CONTENTS SECTION 1 INTRODUCTORY MATERIAL 1.1 STATEMENT OF PURPOSE 1.2 CITIZENS BACKGROUND 1.3 CALENDAR OF EVENTS 1.4 CONTACT INFORMATION SECTION 2 PROCUREMENT INSTRUCTIONS 2.1 PROPOSAL INQUIRIES AND QUESTIONS 2.2 SOLICITATION DOCUMENTS AND ADDENDUMS 2.3 ENVIRONMENTAL POLICY 2.4 SUBMISSION OF PROPOSAL 2.5 PROPOSAL FORMAT AND CONTENTS 2.6 LIQUIDATED DAMAGES AND PERFORMANCE BOND 2.7 EVALUATION AND NEGOTIATION PROCESS

SECTION 3 SCOPE OF SERVICES 3.1 DEFINITIONS - SOLICITATION SPECIFIC 3.2 PROJECT BACKGROUND 3.3 EXISTING VOICE AND DATA NETWORK ENVIRONMENT 3.4 GENERAL APPLICATION REQUIREMENTS 3.5 GENERAL TECHNICAL REQUIREMENTS 3.6 IMPLEMENTATION 3.7 PAYMENT SCHEDULE 3.8 TRAINING 3.9 WARRANTY AND MAINTENANCE ATTACHMENTS ATTACHMENT A PRICE SHEET ATTACHMENT B TECHNICAL IMPLEMENTATION REFERENCES ATTACHMENT C WORKFORCE MANAGEMENT APPLICATION REQUIREMENTS ATTACHMENT D PERFORMANCE MANAGEMENT ATTACHMENT E TECHNICAL REQUIREMENTS ATTACHMENT F IMPLEMENTATION ATTACHMENT G TRAINING ATTACHMENT H WARRANTY INFORMATION REQUIRED WEBSITE FORMS AND DOCUMENTS: The below list of standard Website Documents and Forms also pertain to this competitive solicitation and are posted on Citizens Website in a folder titled Standard Purchasing Documents for review and download. It is the Vendor s responsibility to review and submit all applicable forms with your response. Citizens Website address is: http://www.citizensfla.com/about/purchasing-current_reqs.cfm. Website Document No.: 01 Vendor Conflict of Interest Disclosure Form (Form No.: 501b) Website Document No.: 02 Business - Corporate References Website Document No.: 03 Corporate Background Website Document No.: 04 Standard Terms and Conditions Website Document No.: 05 Citizens Travel Policy Website Document No.: 06 Citizens Information Technology Standard Policy Website Document No.: 07 Citizens Contract - DRAFT Website Document No.: 08 FSBE Declaration of Qualification Form Website Document No.: 09 Code of Ethics Section 1 - Introductory Material Page 2 of 42

SECTION 1 INTRODUCTORY MATERIAL 1.1. STATEMENT OF PURPOSE: Citizens Property Insurance Corporation (Citizens) is seeking Proposals from Vendors capable of timely delivery of a Workforce Management Software application. The Contract term is anticipated to be five (5) years, and, at the discretion of Citizens, to have one (1), 2-year renewal period (two (2) renewal years total). Citizens seeks to partner with a Vendor who can provide a Workforce Management Software application that can assist with automating processes, implementing forecasting tools to improve predictability of workloads, and utilizing automated scheduling and intra-day monitoring to manage a more flexible workforce for Citizens Call Centers, as indicated within this document and any addenda that may be issued via Citizens Website (http://www.citizensfla.com/about/purchasingcurrent_reqs.cfm). Each Vendor must familiarize itself with the general requirements before submitting a response. It is the Vendor s obligation to check Citizens Website to ensure that their solicitation includes all addenda. 1.2. CITIZENS BACKGROUND: Citizens was created in 2002, when the Florida Legislature combined the Florida Residential Property and Casualty Joint Underwriting Association (FRPCJUA) and the Florida Windstorm Underwriting Association (FWUA). Citizens provides insurance to Florida homeowners who cannot find coverage in the open, private insurance market. Citizens is governed by section 627.351(6) of the Florida Statutes and operates pursuant to a Plan of Operation approved by the Financial Services Commission of the State of Florida. Citizens operates under the supervision of a Board of Governors comprised of eight (8) appointed members. Additional information is available at Citizens Website located at: http://www.citizensfla.com/about/purchasing-current_reqs.cfm. 1.3. CALENDAR OF EVENTS: Listed below are the important actions and dates / times by which the actions will be taken or completed. CALENDAR OF EVENTS DATE: TIME: ACTIONS: December 11, 2008 December 22, 2008 December 29, 2008 5:00:00 PM ET Release Solicitation January 5, 2009 2:00:00 PM ET Proposal Due Last Day for Submission of Written Questions Answers to Questions Posted on Citizens Website Section 1 - Introductory Material Page 3 of 42

CALENDAR OF EVENTS DATE: TIME: ACTIONS: January 15, 2009 Negotiations - Begin January 29, 2009 Negotiations - Completed 1.4. CONTACT INFORMATION: Questions related to the procurement should be addressed to: Peggy Yown, Procurement Officer Purchasing Department Citizens Property Insurance Corporation 2101 Maryland Circle Tallahassee, Florida 32303 (850) 521-8310 Phone (850) 575-0936 Facsimile E-mail: bids@citizensfla.com From the date this solicitation is issued until a notice of recommended award, rejection of all proposals or other notice is made, no contact related to the solicitation will be allowed between a Vendor and any other party for the purpose of influencing the award, including any member of the Board of Governors or Citizens staff, with the exception of the Procurement Officer or his / her designee. Any unauthorized contact may disqualify the Vendor from further consideration. Section 1 - Introductory Material Page 4 of 42

SECTION 2 PROCUREMENT INSTRUCTIONS CONTENTS 2.1 PROPOSAL INQUIRES AND QUESTIONS 2.2 SOLICITATION DOCUMENTS AND ADDENDUMS 2.3 ENVIRONMENTAL POLICY 2.4 SUBMISSION OF PROPOSAL 2.5 PROPOSAL FORMAT AND CONTENTS 2.6 LIQUIDATED DAMAGES AND PERFORMANCE BOND 2.7 EVALUATION AND NEGOTIATION PROCESS 2.1 PROPOSAL INQUIRIES AND QUESTIONS: Vendor(s) shall address all questions regarding this solicitation to the Procurement Officer identified in Section 1.4, Contact Information. Questions must be RECEIVED NO LATER THAN the time and date reflected in Section 1.3, Calendar of Events. E-mail inquiries are preferred. It is the responsibility of the Vendor to confirm receipt of the questions. However, Citizens in its sole discretion reserves the right to answer any questions received after the deadline. Questions shall be answered and posted on Citizens Website in accordance with Section 1.3, Calendar of Events. 2.2 SOLICITATION DOCUMENTS AND ADDENDUMS: Citizens shall post the solicitation documents and any and all addendums to the solicitation documents on Citizens Website. It is the Vendor s obligation to check Citizens Website to review any and all addendums and respond as instructed in each addendum. 2.3 ENVIRONMENTAL POLICY: Citizens is implementing policy in its Go Green Initiative to promote sustainability. In its effort to do this, Citizens is identifying companies that it conducts business with that has implemented policies that encourage environmental stewardship. Vendors are encouraged to identify green standards such as EnergyStar, Green Seal, and LEED among others. Citizens would also like to recognize Vendors that actively recycle within their company and who seek green alternatives in their manufacturing process. 2.4 SUBMISSION OF PROPOSAL: The purpose of the Proposal is to demonstrate a Vendor s qualifications, competence and capacity to undertake services in conformity with the requirements of this solicitation. The Proposal should demonstrate the qualifications of the Vendor and of the particular staff to be assigned to this engagement. The submission of a response to this competitive solicitation constitutes an acknowledgement by the Vendor that Citizens is not a state agency for purposes Section 2 Procurement Instructions Page 5 of 42

of Chapters 120 and 287, Florida Statutes, and that the procurement policies and procedures adopted by Citizens pursuant to Section 7(A)(12) of its Plan of Operation prescribe the sole and exclusive remedy of an unsuccessful Vendor. Misrepresentation: All information provided by, and representations made by the Vendor are material and important and will be relied upon by Citizens in awarding the Contract. Any misstatement shall be treated as a fraudulent inducement to award Vendor the Agreement, and a fraudulent concealment from Citizens of the true facts relating to submission of the bid. A misrepresentation shall be punishable under law, including, but not limited to, Chapter 817 of the Florida Statutes. Furthermore, any misrepresentation will be immediate grounds for termination of any Agreement related to this competitive solicitation and said Vendor will not be able to participate in future solicitations or other business opportunities with Citizens Property Insurance Corporation for the duration of this contract term, including renewal period. It is required that the Vendor supplies one (1) originally signed Proposal and eight (8) additional copies for a total of nine (9) Proposals. Further, each Vendor is to include with their original Proposal one (1) complete electronic version of the Proposal and documentation information on Compact Disc. The Proposal should be in separately sealed package clearly marked Workforce Management Software, ITN 08-0029. PROPOSALS MUST BE RECEIVED AT CITIZENS PROPERTY INSURANCE CORPORATION, 2101 MARYLAND CIRCLE, TALLAHASSEE, FLORIDA 32303, AT OR BEFORE THE DUE DATE AND AS SPECIFIED IN SECTION 1.3, CALENDAR OF EVENTS. 2.5 PROPOSAL FORMAT AND CONTENTS: This section prescribes the format in which the Proposals are to be submitted. There is no intent to limit the content of the Proposals. Additional information deemed appropriate by the Vendor may be included, but are required to be placed within the relevant section. Additional tabs beyond those designated in this section will not be evaluated. The following paragraphs contain instructions that describe the required format for Proposals. Proposals are required to be limited to a page size of eight and one-half by eleven inches (8.5 x 11 ). All Proposals should contain the sections outlined below. Citizens is under no obligation to look for responsive information contained in incorrect tabbed sections. If responsive information is also contained in other sections, Vendors should specifically reference the tabbed section and corresponding page number(s) that responsive information and documentation can be found. 2.5.1 TAB 1 REQUIRED FORMS AND DOCUMENTS: Under Tab 1, provide the following documents. Documents should be completed and returned. Documents are posted on Citizens Website. A) Website Document No.: 01 Signed Vendor Conflict of Interest Section 2 Procurement Instructions Page 6 of 42

disclosure Form; B) Website Document No.: 02 Business Corporate References Form (3); and C) Website Document No.: 03 Corporate Background Form. 2.5.2 TAB 2 PRICING: Under Tab 2, the pricing shall include a pricing proposal (see Attachment A, Price Sheet) that includes the following: A) License Fees: 1) End User License Fees (per user): Indicate purchase cost of licenses for Proposed Systems (assume two hundred and fifty (250) concurrent licenses. The contract term is anticipated to be for five (5) years and, at the discretion of Citizens have one (1), 2-year renewal period (two (2) renewal years total). Provide pricing by system and / or by module as indicated in Section 1 of Attachment A, Price Sheet. 2) Server or Site License Fees: Additionally, if there is the option to purchase a server or site license (as opposed to per user licensing) then indicate purchase cost of Proposed Systems. The contract term is anticipated to be for five (5) years and, at the discretion of Citizens have one (1), 2-year renewal period (two (2) renewal years total). Provide pricing on Section 2 of Attachment A, Price Sheet for this option. B) Implementation Services Fees: This includes implementation of the entire proposed application suite into our Siemens Procenter 7.0 environment. These services MUST be all-inclusive (installation, configuration, integration with Siemens Procenter 7.0, testing, post implementation technical and end-user support, and project management). Fixed fees should be listed by expertise / hours required. Provide pricing in Section 3 of Attachment A, Price Sheet. C) Maintenance and Support Fees: Indicate pricing for the proposed maintenance / support for five (5) years (assume two hundred and fifty (250) concurrent seats), from initial Go-Live Date and maintenance which should include: Monday through Friday 6:00:00 AM ET to 8:00:00 PM ET access to Vendor s top-tier service for technical or application support; Option for extended support after hours and on weekends; and Unlimited access to product updates. Section 2 Procurement Instructions Page 7 of 42

Provide pricing on Section 4 of Attachment A, Price Sheet. D) Training Fees: Indicate pricing for training, provide rates per an eight (8)-hour training day (on-site) and number of training days required to achieve usability of the proposed system without assistance. In Section 4 of Attachment A, Price Sheet, provide a daily rate for training services. 2.5.3 TAB 3 WORKFORCE MANAGEMENT APPLICATION REQUIREMENTS: Under Tab 3, provide information that demonstrates Vendor s capabilities to satisfy the application requirements as described and as requested in Attachment C, Workforce Management Application Requirements. Vendors are required to provide written responses to the questions and information requested on Attachment C, Workforce Management Application Requirements, immediately following the applicable question. Attachment C is provided in Word format for your convenience. 2.5.4 TAB 4 - PERFORMANCE MANAGEMENT: Under Tab 4, provide information that demonstrates product s performance management capabilities that enable managers to determine if agents are out of compliance with their structured / scheduled work activities. This includes phone, non-phone as well as back office activities. Vendors are required to provide written responses to the questions and information requested on Attachment D, Performance Management, immediately following the applicable question. Attachment D is provided in Word format for your convenience. 2.5.5 TAB 5 TECHNICAL REQUIREMENTS: Under Tab 5, provide information that demonstrates Vendor s capabilities to satisfy the technical requirements as described and as requested in Attachment E, Technical Requirements. Vendors are required to provide written responses to the questions and information requested on Attachment E, Technical Requirements, immediately following the applicable question. Attachment E is provided in Word format for your convenience. 2.5.6 TAB 6 IMPLEMENTATION: Under Tab 6, provide information that demonstrates Vendor s capabilities to satisfy the requirements as described and as requested in Attachment F, Implementation. Vendors are required to provide written responses to the questions and information requested on Attachment F, Implementation, immediately following the applicable question. Attachment F is provided in Word format for your convenience. Section 2 Procurement Instructions Page 8 of 42

2.5.7 TAB 7 TRAINING: Under Tab 7, provide information that demonstrates Vendor s capabilities to satisfy the requirements as described and as requested in Attachment G, Training. Vendors are required to provide written responses to the questions and information requested on Attachment G, Training, immediately following the applicable question. Attachment G is provided in Word format for your convenience. 2.5.8 TAB 8 WARRANTY INFORMATION: Under Tab 8, provide information that demonstrates Vendor s capabilities to satisfy the requirements as described and as requested in Attachment H, Warranty Information. Vendors are required to provide written responses to the questions and information requested on Attachment H, Warranty Information, immediately following the applicable question. Attachment H is provided in Word format for your convenience. 2.5.9 TAB 9 BUSINESS / CORPORATION QUALIFICATIONS: Under Tab 9, provide the following documents: Attachment B, Technical Implementation Reference: Vendors are required to provide one (1) reference for installations in which the proposed solution is currently integrated and operational in an environment similar to Citizens, involving the same Siemens PBX and ProCenter versions operated by Citizens. The reference must be a company who we may contact and interview regarding their experiences during the implementation of your Workforce Management Software. This contact MUST have been directly involved with the project to answer our questions in a sufficient level of detail. In order to ensure current experiences, services described by the technical implementation reference are required to be ongoing or have been completed within the thirty-six (36) months preceding the issue date of this solicitation. The references should contain a contact person, including their phone number and email address. The reference should include the type of services, service dates, the firm / agency name of the entity for which the services were provided. Firm Experience: Vendor organization is required to provide the following information about firm experience: o o o Length of time your organization has existed? List past mergers, acquisitions and reorganizations. Scope of operations, including products and services, with indication of areas of specialization. For the past five (5) years, by year, provide: Section 2 Procurement Instructions Page 9 of 42

Client counts; New client counts; New product / service additions; Changes to management structure or executive leadership; and Changes to geographic footprint of facilities and marketing. Florida Small Business Enterprises: If applicable, the Vendor shall provide behind Tab 9 Website Document No. 08, Florida Small Business Enterprise Declaration Form in order to qualify as a Florida Small Business Enterprise (located on Citizens Website). If the notarized document is not provided with your proposal response you will not be considered for FSBE preference. FSBE qualification will be used as the tie breaking criteria should the total of all the other evaluation scores result in a tie between the two highest scoring proposals. Detailed information regarding Citizens FSBE requirements is provided in Website Document No. 04, Citizens Standard Terms and Conditions. Financial Documents: Vendor shall provide financial statements applicable to the firm as indicated below: o Provide a copy of your 2006 and 2007 CPA prepared annul financial statements. If CPA prepared financial statements are not available, please submit 2006 and 2007 Corporate Tax Returns; o A Dun & Bradstreet Credit rating or a credit rating from another credit rating organization; and o Evidence of a working capital line of credit or other committed capital resources to support ongoing operations. 2.6 LIQUIDATED DAMAGES AND PERFORMANCE BOND: The amount and receipt of liquidated damages and performance bonds shall be negotiated with the selected Vendor and shall be incorporated into the contract resulting from this solicitation. In the event the parties do not reach a mutual agreement on these items / terms in a reasonable amount of time, Citizens upon notification, written or electronic communication, may eliminate the Vendor from further consideration and will contact the next responsive Vendor to begin contract negotiations. The performance and payment bond is to protect Citizens against any loss sustained through failure of Vendor or any of its employees to faithfully perform the services required by this solicitation and the resulting contract. 2.7 EVALUATION AND NEGOTIATION PROCESS: Citizens shall conduct a fair, Section 2 Procurement Instructions Page 10 of 42

comprehensive, and impartial review and evaluation of all proposals meeting the requirements of this solicitation. Only timely submitted proposals will be reviewed by staff to determine if they comply with the responsiveness requirements listed in the solicitation. Failure to meet any of these responsiveness requirements may render a proposal non-responsive and result in rejection of the entire proposal. Further evaluation will not be performed. The following categories will be used for the purpose of review, evaluation, scoring and ranking and review: o Submission of All Required Forms and Documents; o Pricing Attachment A, Price Sheet; o o o o o o o o System Architecture (Hardware, Operating System, Database, User Interface, Network, and DR Architecture of all components for a multi-site implementation); ACD/PBX Interface (ability to integrate with Siemens ACD/PBX); Application Integration (ability to integrate with MS Outlook and other 3 rd party applications); Data Storage (storage requirements, integration capabilities, methods for backup / archiving, and file retention); Security (ability to provide multiple levels of access control and provide data protection against unwanted access); Implementation (ability to provide implementation and integration services to satisfy stated expectations); Training (ability to provide training to satisfy stated expectations); Warranty (ability to provide post-implementation support to satisfy stated expectations). Before award Citizens reserves the right to seek clarifications, to request reply revisions, and to request any information deemed necessary for proper evaluation of replies. Vendors may be requested to make a presentation, provide additional references, provide the opportunity for a site visit, etc. Citizens reserves the right to require attendance by particular representatives of the Vendor. Any written summary of presentations or demonstrations shall include a list of attendees, a copy of the agenda, and copies of any visuals or handouts, and shall become part of the Vendor s reply. Using the evaluation criteria specified above Citizens shall evaluate and rank replies and, at Citizens sole discretion, proceed to negotiate with the highest ranked Vendor(s). Citizens reserves the right to negotiate with all responsive and responsible Section 2 Procurement Instructions Page 11 of 42

Vendors, serially or individually, to determine the best-suited solution. The ranking of replies indicated the perceived overall benefits of the proposed solution, but Citizens retains the discretion to negotiate with other qualified Vendors as deemed appropriate. The focus of the negotiations will be on achieving the solution that provides the best value to Citizens. Section 2 Procurement Instructions Page 12 of 42

SECTION 3 SCOPE OF SERVICES CONTENTS 3.1 DEFINITIONS - SOLICITATION SPECIFIC 3.2 PROJECT BACKGROUND 3.3 EXISTING VOICE AND DATA NETWORK ENVIRONMENT 3.4 GENERAL APPLICATION REQUIREMENTS 3.5 GENERAL TECHNICAL REQUIREMENTS 3.6 IMPLEMENTATION 3.7 PAYMENT SCHEDULE 3.8 TRAINING 3.9 WARRANTY AND MAINTENANCE 3.1 DEFINITIONS - SOLICITATION SPECIFIC: ACD: Automatic Call Distribution AHT: Average Handle Time FTE: Full Time Employee KPI s: Key Performance Indicators OS: Computer Operating System PBX: Private Branch Exchange VoIP: Voice over Internet Protocol 3.2 PROJECT BACKGROUND: The Call Centers at Citizens have a need for a Workforce Management Software application that will primarily be used to assist with tactical and strategic planning of the Call Centers. Vendor will provide an off-the-shelf solution that will assist with automating processes, implementing forecasting tools to improve predictability of workloads, and utilizing automated scheduling and intra-day monitoring to manage a more flexible workforce. Additionally, the application will assist in departmental productivity diagnostics, building new processes, including development of time standards and automation of capacity management, quality assurance, reporting and training. 3.3 EXISTING VOICE AND DATA NETWORK ENVIRONMENT: 3.3.1 Existing Voice Environment: All proposed solutions must integrate with the current Citizens voice environment, which consists of the following: Siemens HiPath 4000, currently running Version 4.0 software, installed in Jacksonville Corporate Data Center; ITN No.: 08-0029 December 11 2008 Section 3 Scope of Services Page 13 of 42

HiPath 4000 remote sites in Tallahassee and Tampa, equipped with local survivable processors to support business continuity in the event of the failure of the primary HiPath 4000 or loss of data connectivity to Jacksonville; All locations are fully VoIP; Siemens HiPath ProCenter Enterprise Version 7.0 (ProCenter), installed at Jacksonville, integrated with the HiPath 4000, currently on Release 2 of 7.0 software; There is a second ProCenter server installed in Jacksonville to which a portion of the users are allocated to spread load and provide a base level of resiliency; and ProCenter supports approximately three hundred and twenty-five (325) agents across three locations, Tampa, Jacksonville, and Tallahassee. The total agents are expected to grow to six hundred (600) over the next five (5) years. 3.3.2 Existing Data Network Environment: Citizens maintains a data network between its Jacksonville Corporate Data Center and the Tampa office. Current bandwidth is approximately 100MB between these sites. Proposing Vendors shall assume that there will be no constraint to data traveling between Tampa and Jacksonville. 3.4 GENERAL APPLICATION REQUIREMENTS: 3.4.1 General Workforce Requirements: Ability to accurately forecast current and future staffing needs of the call center using historical call volumes and overall center metrics; Ability to track staff and performance within a day and forecast into the future as schedule changes become known; Ability to maintain history in periodic interval increments (such as fifteen (15) or thirty (30) minutes); or, are statistics stored on a daily basis; Ability to incorporate staffing and scheduling recommendations driven by an overall service level target; In a multi-site environment, the ability to determine the amount of call volume a site can handle based on the number of agents available and / or able to handle a calls at that site; Ability to include seasonal trending and from a contingency perspective, provide scenarios / recommendations using historical data intelligence. Such scenarios / recommendations should also provide adequate support when abnormal conditions arise; ITN No.: 08-0029 December 11 2008 Section 3 Scope of Services Page 14 of 42

Ability to review intra-day data at different levels, including the ability to examine data for the call type across multiple sites, multiple call types, or for a single call type; Ability to recognize efficiency gains and alter forecasting and scheduling requirements if appropriate; Ability for users to pull staffing and scheduling postmortem reports to evaluate accuracy and improve overall efficiency (shortages / overages); Ability to verify forecast accuracy at a thirty (30) minute interval level (minimum); Ability to verify scheduling accuracy in a multi-skill environment; System should have the ability to reforecast automatically throughout the day, using actual ACD data; Ability to manually define a call center growth rate that is different from the historical growth rate using available options within the software. This will allow for what-if scenarios; Real-time adherence should provide indicators that highlight potential agent issues at the individual level; Ability to evaluate planned forecast and scheduling using real-time analytics; System should differentiate between different types of adherence or noncompliance at the agent level; and System should have the ability for any user, regardless of location, to view real-time adherence data for any site. 3.4.2 Workforce Management (refer to Section 2.5.3, Tab 3 Workforce Management Application Requirements and Attachment C, Workforce Management Application Requirements for additional details): Scheduling Functionality; Agent Functionality; Supervisor Functionality; Forecasting; and Resource Planning. 3.4.3 Performance Management (refer to Section 2.5.4, Tab 4 Performance Management and Attachment D, Performance Management, for additional details): Adherence to Schedule Exceptions; ITN No.: 08-0029 December 11 2008 Section 3 Scope of Services Page 15 of 42

Adherence; Scorecard Functions; Scorecard Metrics; and Reporting. 3.5 GENERAL TECHNICAL REQUIREMENTS: 3.5.1 General Technical Requirements: Must be fully compatible with Siemens HiPath 4000 v4.0; Must be fully compatible with Siemens ProCenter v7.0 2.0; Any databases required by the application would preferably be ODBC-compliant; The preferred operating system for any server application is MS Windows 2003 Server (vs. a non-ms Windows operating system). The capability to run on a Dell server hardware platform is also preferred over a non-dell server hardware platform; The system would preferably have administrative options for customer s internal users at the appropriate level set forth in order to conduct performance monitoring; The Software must be upgradeable and the System must be scalable if increased capacity is needed in the future; Must be expandable within the Vendor s product line such that additional options and or additional features may be added without requiring the repurchase of the application or replacement of the hardware it runs on; Ability to backup and recover the entire system to and from storage media for disaster recovery should exist and be fully explained; and If a NON-MS Windows platform is proposed and required, Vendor must provide the all hardware required by the application / system and provide a support contract for local technical support available directly from the Vendor or from a Vendor-certified 3rd party technical local support provider with an established partnership with the Vendor. Local is considered to be within fifty (50) miles of where the Vendor s equipment is installed, anticipated to be Jacksonville, Florida. 3.5.2 System Architecture (refer to Attachment E, Technical Requirements for additional details); 3.5.3 ACD/PBX Interface (refer to Attachment E, Technical Requirements for additional details); ITN No.: 08-0029 December 11 2008 Section 3 Scope of Services Page 16 of 42

3.5.4 Application Integration (refer to Attachment E, Technical Requirements for additional details); 3.5.5 Data Storage (refer to Attachment E, Technical Requirements for additional details); 3.5.6 Security (refer to Attachment E, Technical Requirements for additional details); and 3.5.7 Training Requirements (refer to Attachment G, Training for additional details). 3.6 IMPLEMENTATION: 3.6.1 Awarded Vendor shall provide services per the following timeline upon entering into a contract with Citizens: Commence data gathering by meeting with business groups onsite at Citizens, and requirement analysis to determine application design and configuration details within thirty (30) business days of entering into contract; Begin on-site setup, integration, and configuration of systems within forty-five (45) business days of entering into contract; Complete all configuration, setup and training services within sixty (60) business days of entering into contract unless otherwise mutually agreed upon in writing between Vendor and Citizens; A project manager must be assigned to be responsible for all Vendor activities and coordinate with Citizens designated project manager who is in charge of overall project schedule and delivery; and Vendor must provide a list of all account team members that will be assigned to this engagement with Citizens including name, address, title, applicable experience / qualifications and a brief job description; and Vendor shall provide Citizens with a detailed project implementation plan that will include all milestones, activities and tasks required for complete installation of the system, defining Vendor s tasks as well as those expected of the customer. It is highly preferable that the detailed project plan be provided electronically in Microsoft Project format. This project plan will require approval in writing by both Citizens and the Vendor before it can be considered the baseline project plan; Vendor will send Citizens a weekly report summarizing the work completed during such period, and the status of the work then in ITN No.: 08-0029 December 11 2008 Section 3 Scope of Services Page 17 of 42

process, the status of any known problems or outstanding issues, and the status of open change requests, if any Citizens and Vendor project managers will be responsible for managing project changes. Since material changes may impact the scope of the project, implementation time frames, and the final cost of the solution, all parties must agree on and approve any changes in writing pursuant to the proposed change, signed by an authorized signatory of each party, prior to commencement of additional or altered work effort that is material in nature. Citizens or Vendor can initiate change requests. In either case, a Project Change Request will be completed and forwarded to all parties on the Project Team for consideration. All parties will evaluate the change for approval. If the approved request causes a change to the schedule, project scope, (hardware, software, and peripherals and engineering), or project costs or price in general, Vendor will prepare a Change Request for signature pursuant to the terms of the Agreement; Citizens will provide working conditions that are conducive for the successful completion of the project, including: suitable office space, telephone access, and meeting facilities. Additionally, Citizens will provide access during normal business hours or at mutually agreed timeframes to Citizens systems and networks as well as Current processes and procedures. 3.6.2 The following minimal project phases shall be included in the detailed project implementation plan: The Design phase will include interviews with Citizens technical resources and business users to gather and document the requirements for the system implementation. The deliverable from this phase will be a design document which will be agreed upon in writing by both the Vendor and Citizens. This design document will be the blueprint for the system which will be implemented in the Installation and Testing phase; An Installation and Testing phase will follow to install, configure, and integrate with Siemens Procenter. Afterward, all hardware and software components of the system will be tested. This phase will be considered completed when all the required functionality agreed upon in the scope of this solicitation and the design document has been successfully implemented and validated. The deliverable from this phase will be a functioning system that Citizens will document in writing has satisfactorily fulfilled the requirements of the scope of this solicitation and the design document; and The Implementation stage will follow to bring the system into a production status and include the completion of training for all ITN No.: 08-0029 December 11 2008 Section 3 Scope of Services Page 18 of 42

users, supervisors, and system administrators as agreed to. Also included in this phase will be the successful implementation of all users into the system to the full functionality as agreed upon in the scope of this solicitation. 3.6.3 Systems Acceptance: Delivery and operation of systems and equipment does not constitute acceptance of the work. Final acceptance of the work shall not occur until all documented requirements of this solicitation have been supplied, the contractor has demonstrated that the entire installation fulfills all requirements of the contract documents, and Citizens has provided written acceptance of the system. A prerequisite to systems acceptance is the satisfactory resolution of all technical and functional issues discovered during the preceding project phases. Systems Acceptance will be MINIMALLY thirty (30) calendar days FOLLOWING completion of the Implementation stage, assuming all other stated requirements are met at that time. The date of written Systems Acceptance will be referred to as the Go-Live date ; The selected Vendor, as soon as possible after delivering an operational system, will provide written notification to the Citizens designated project manager informing them that the installation is completed and all documentation has been supplied; and From receipt of Vendor s notification, Citizens will have thirty (30) working days to provide a list (if any) of the items which have not been completed. If after thirty (30) working days, all requirements of the solicitation have been met, Citizens will provide a final letter of system acceptance and the warranty period will begin. 3.6.4 Post Implementation Support: Vendor shall provide a plan for a postimplementation support program providing appropriate service and postsale support. Vendors are strongly encouraged to insert an additional page or pages, at this point of your proposal, to define how their proposed level of ongoing service and support differentiates them from their perceived competition. 3.7 PAYMENT SCHEDULE: Payment for the satisfactory completion of the project will follow the payment plan defined in Section 3.7.1. If the project is not completed satisfactorily the Vendor will refund all monies received and may be subject to Section 2.6, Liquidated Damages and Performance Bond. Details defining the criteria for the satisfactory completion of the project will be determined during negotiation. 3.7.1 The awarded Vendor shall be paid for their delivered and accepted products and services according to the following schedule: ITN No.: 08-0029 December 11 2008 Section 3 Scope of Services Page 19 of 42

When the Installation and Testing phase is completed (as described in section 2.6.2 above) and Citizens has provided written confirmation of this to the Vendor, the Vendor shall submit an invoice to Citizens for payment of forty (40) % of the total project cost; When the Implementation phase is completed (as described in section 2.6.2 above) and Citizens has provided written confirmation of this to the Vendor, the Vendor shall submit an invoice to Citizens for payment of forty (40) % of the total project cost; and When Citizens has provided the Vendor with written acceptance of the system (aka Systems Acceptance as described in section 2.6.2 above), the Vendor shall submit an invoice to Citizens for payment of the remaining twenty (20) % of the total project cost. 3.8 TRAINING: 3.8.1. Citizens considers user and systems administration training to be a critical aspect of this Vendor selection process. Vendor and Citizens acknowledge the need for thorough and professional, facilitator-led training of all Citizens personnel in the operation of the systems features and functions; 3.8.2. Citizens must approve in writing all training schedules in advance; 3.8.3. Training is required for station users, voice mail users, Call Center agents and supervisors; 3.8.4. Some training sessions may need to take place outside of normal business hours to accommodate all staff requirements; 3.8.5. Vendor must provide end user training (for station users, voice mail users call center agents and supervisors) for the system and identify the cost for such (per person) in Attachment A, Price Sheet; and 3.8.6. Vendor must provide System Administrator training for up to ten (10) system administrative staff at either customer's location or at a Vendor / manufacturer site. The cost of this training must be included in Attachment A, Price Sheet. 3.9 WARRANTY AND MAINTENANCE: 3.9.1. Vendor shall warrant and maintain, remedy and / or replace any work, materials, equipment or components thereof, which develop defects within one year from the date of Citizen s final acceptance and certification, providing such defects are not clearly due to acts of God, fire, violence, abuse, negligence or accidents of other subcontractors or agents of Citizens; ITN No.: 08-0029 December 11 2008 Section 3 Scope of Services Page 20 of 42