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HomeMy WebLinkAboutResolutions - 2011.01.20 - 10353FY2011 $6,023 $6,023 MISCELLANEOUS RESOLUTION #11011 January 20, 2011 BY: Finance Committee, Thomas Middleton, Chairperson IN RE: DEPARTMENT OF INFORMATION TECHNOLOGY — APPROVAL OF COLLABORTIVE ASSET MANAGEMENT SYSTEM CVT INTERGOVERNMENTAL AGREEMENT WITH THE CITY OF OAK PARK To the Oakland County Board of Commissioners Chairperson, Ladies and Gentlemen: WHEREAS the Collaborative Asset Management System (CAMS) project will standardize countywide infrastructure maintenance (water, sewer, storm and roads) allowing Oakland County departments, the Road Commission for Oakland County (RCOC) and participating local communities to proactively manage assets and mitigate long-term costs associated with the operations and maintenance of critical infrastructure; and WHEREAS the CAMS project was previously approved by the Oakland County Board of Commissioners by Miscellaneous Resolution #07293; and WHEREAS the CAMS project promotes collaboration and improved workflows among participants ultimately handling service requests more efficiently and responsively; and WHEREAS by centralizing data, the system will promote information standardization, reduce duplication of data and will be a low cost way for other Oakland County governmental agencies to gather and share information across jurisdictional and organizational boundaries; and WHEREAS the CAMS participating agencies include the Oakland County Water Resources Commissioner's Office, Oakland County Parks and Recreation, RCOC, Facilities Maintenance & Operations and certain local communities; and WHEREAS the CAMS participating agencies have agreed to pay a share of the centralized CAMS maintenance/support costs and will be responsible for paying maintenance/support costs; and WHEREAS to properly implement and operate the CAMS initiative in each participating local community, an Intergovernmental Agreement that delineates the relationship and responsibilities between the Parties is required; and WHEREAS the local community that wishes to participate in the CAMS initiative is the City of Oak Park (the named participating local community); and WHEREAS support and maintenance costs identified within this agreement of the City of Oak Park will include the annual software support fee for the use of the Cityworks Application at an amount of $6,023.00 annually; and WHEREAS the Departments of Information Technology and Corporation Counsel have prepared and reviewed the contents of the attached CAMS Intergovernmental Agreement; and WHEREAS legal representation from the named participating local community has reviewed and approved the contents of the attached CAMS Intergovernmental Agreement between Oakland County and the participating local community; and WHEREAS it is the recommendation of the Department of Information Technology that the Oakland County Board of Commissioners accept and approve the attached CAMS Intergovernmental Agreement. NOW THEREFORE BE IT RESOLVED that the Oakland County Board of Commissioners hereby approves and authorizes use of the attached CAMS Intergovernmental Agreement to govern the relationship and responsibilities between the County and the named participating local community within the County for the CAMS initiative; and BE IT FURTHER RESOLVED that the Oakland County Board of Commissioners hereby directs its Chairperson to execute the attached CAMS Intergovernmental Agreement between the County and the named participating local community within the County on receipt of an authorizing resolution and a fully executed original on behalf of the named participating local community. BE IT FURTHER RESOLVED the following budget amendment is recommended Fiscal Year 2011: INFORMATION TECHNOLOGY FUND #63600 Revenue 63600-1080101-152000-635017 Outside Agencies Total Revenue Expenditures 63600-1 080201-1 5201 0-731780 Software Maintenance 63600-1 080201-1 5201 0-731458 Professional Svcs Total Expenditures $3,373 $2,650 $6,023 Chairperson, on behalf of the Finance Committee, I move the adoption of the foregoing resolution. CE COMMITTEE FINANCE COMMITTEE Motion carried unanimously on a roll call vote with Woodward absent. Who is supporting the implementation of the Collaborative Asset Management System? What is the Collaborative Asset Management System? The Collaborative Asset Management System (CAMS) is a new vision for providing customer service in Oakland County's public works community. The system will include: • Computerized Maintenance Management System (CMMS) — Work orders, Inspections, Inventory, Project Costing, etc. • Customer Request Management (CRM) — Complaints, Correction, Feedback, etc. • Permitting — Applications, Evaluation, Inspections, Violations, etc. • Real-time Sensors — Vehicles, Resources, Weather, etc. It is a standardized, countywide infrastructure (water, sewer, storm and roads) management system that will allow Oakland County and its local governments to proactively manage assets and mitigate long-term costs associated with the operations and maintenance of critical infrastructure. ill0FIVIOSINSERL What are the benefits of the Collaborative Asset Management System? The Collaborative Asset Management System (CAMS) will mitigate long-term costs associated with the operations and maintenance of critical infrastructure (water, sewer, storm and roads). Initial Return on Investment studies show that this savings to the constituents of Oakland County would approach fifteen million dollars over a six year period. In addition to the savings associated with the improved operations and maintenance, the Collaborative Asset Management System would provide the following benefits: . Promotes collaboration and improved workflows among participants ultimately handling service requests more efficiently and responsively . Maximizes the capital investment being made by Oakland County and provides a low cost opportunity for local (cities, villages and townships) public works agencies to begin using a standardized CMMS, CRM and permitting system Provides a "one stop shopping" experience for county constituents that makes government easier to access and more transparent Supports the Regional Public Works Cooperative which promotes collaboration in the public works community during a mutual aid event • Provides a centrally managed information system that reduces redundancy and allows public works agencies to focus on their core mission(s) • Provides a method to improve government service offerings through accurate, consistent measurement and analysis of service Once fully deployed, the Collaborative Asset Management System will promote data sharing throughout the public works community and access to information, anywhere and at anytime (in the field or office). It will improve government accountability and promote collaboration across jurisdictional and organizational boundaries. The following agencies are supporting the implementation of the Collaborative Asset Management System: Oakland County Agencies: Executive's Office, Water Resources Commissioner's Office, Department of Information Technology, Facilities Maintenance & Operations, Road Commission for Oakland County Local Public Works Agencies: Independence Township, City of Ferndale, City of Royal Oak, Waterford Township, Village of Beverly Hills, Bloomfield Township, City of Pontiac, City of Farmington Hills, W. Bloomfield Township, Village of Lake Orion, Auburn Hills, Commerce Township For additional information: Tammi Shepherd, Supervisor, Land Application Services Dawn Siegel, Chief, Land Application Services I shepherdt@oakgov.com siegeld@oakgov.com I 248.858.4922 I 248.858.1893 COLLABORATIVE ASSET MANAGEMENT SYSTEM AGREEMENT AN INTERGOVERNMENTAL AGREEMENT BETWEEN THE COUNTY OF OAKLAND AND THE CITY OF OAK PARK THIS AGREEMENT is made between the County of Oakland (County), a Constitutional and Municipal Corporation, with offices at 1200 N. Telegraph Road, Pontiac, Michigan 48341, and the City of Oak Park, a Municipal Corporation, with offices at 13600 Oak Park Boulevard, Oak Park, Michigan 48237. In this Agreement, the County and the City of Oak Park may be referred to individually as "Party" or jointly as "Parties." WHEREAS, the City of Oak Park and Oakland County have determined that both Parties will benefit from the establishment of a Collaborative Asset Management System (CAMS) for more effective care and management of water, sanitary sewer, and/or storm sewer infrastructure located in Oakland County and the City of Oak Park, through the use of computer software to manage maintenance activities, such as work orders and inspections; inventory; project costing; customer requests, such as complaints, correction, or feedback;, and permitting; and WHEREAS, the Urban Cooperation Act, 1967 PA 7, MCL 124.501 et seq., authorizes the Parties to enter into an intergovernmental agreement for the joint performance of such governmental functions; and WHEREAS, the terms and conditions of the utilization, training, and service for such system, to be operated by the County, through Oakland County Information Technology (OCIT), are set forth in a Service Level Agreement (SLA) and Scope of Work Document (SOW), between the City of Oak Park and the County, which are attached hereto and incorporated herein by reference; and WHEREAS, the total cost to the City of Oak Park for system utilization, training and service are set forth in Section 4.0 (Application Support Costs) of the SLA. IN CONSIDERATION of the mutual promises, obligations, representations, and assurances in this Agreement, the Parties agree as follows: 1. The Purpose of this Agreement is to provide for the use, by the City of Oak Park, of the CAMS application modules, through Oakland County Information Technology (OCIT), together with related training and other related services, as needed; and to provide for the collaborative use of information related to public assets, such as water, sanitary sewer, and/or storm sewer infrastructure, that is managed by various governmental entities within the County of Oakland, through use of the CAMS application modules in order to promote the effective maintenance and care of these assets. 2. The County and the City of Oak Park shall be defined to include any and all departments, divisions, commissioners, elected and appointed officials, directors, board members, council members, authorities, officers, committees, employees, agents, subcontractors, volunteers and/or any such persons' successors. 3. The Service Level Agreement (SI,A) and Scope of Work Document (SOW) attached hereto in reference to the City of Oak Park's utilization of the CAMS application modules are fully incorporated by reference herein. 4. The County, through OCIT, will host and make available to the City of Oak Park the CAMS application modules and will provide training and service as appropriate, in accordance with the terms of the SLA and SOW attached hereto. 5. The Parties acknowledge that the annual fees set forth in the SLA cover only a portion of the actual costs incurred by the County for providing service and support for the CAMS application modules. The annual -fee shall be paid as set forth in Section 4.0 (Application Support Costs) of the SLA attached hereto. 6. The City of Oak Park will make payments to the County in accordance with the terms set forth in Section 4.0 of the SLA attached hereto. 7. The City of Oak Park will fulfill the duties and responsibilities set forth in Section 5.0 (CVT Responsibilities) of the SLA, including, but not limited to, those relating to maintaining the currency and accuracy of its data, maintaining data security, maintaining system security, monitoring and limiting access to data to qualified individuals, giving timely notification of possible or con-firmed security breaches, responding to Freedom of Information Act requests for the records of the City of Oak Park, responding to and routing other communications by the public to the responsible governmental unit, and cooperating with the participating governmental entities in the use of CAMS Application Modules. The City of Oak Park warrants that it will use best efforts to ensure the currency and accuracy of the data it provides for use in CAMS. 8, Each Party shall comply with all federal, state, and local ordinances, regulations, administrative rules, and requirements applicable to its activities performed under this Agreement. 9. The County makes no warranties regarding, and assumes no responsibility for, the currency and accuracy of data owned, managed, or contributed to CAMS by the City of Oak Park, the County, or any other participating entity. 10. The City of Oak Park makes no warranties regarding and assumes no responsibility for the currency and accuracy of data owned, managed or contributed to CAMS by the County or any other participating agency. 11. Nothing in this Agreement shall be construed as creating an employer-employee relationship between the County (including any of its employees) and the City of Oak Park (including any of its employees). rev 10.28.10. 2 12. Each Party shall be responsible for any CLAIMS made against that Party, and for the acts of its Employees or Agents, arising under or related to this Agreement. 13. In any CLAIMS that may arise under or relate to this Agreement, each Party shall seek its own legal representation and bear the costs associated with such representation, including any attorney fees. 14. Except as otherwise provided in this Agreement, neither Party shall have any right under any legal principle to be indemnified by the other Party or any of its employees or agents in connection with any CLAIM. 15. For purposes of this Agreement, "CLAIM" or "CLAIMS" shall be defined to include any and all losses, complaints, demands for relief, damages, lawsuits, causes of action, proceedings, judgments, deficiencies, penalties, costs, and expenses arising under or relating to this Agreement, including, but not limited to, reimbursement for reasonable attorney fees, witness fees, court costs, investigation, litigation expenses, amounts paid in settlement, and/or any other amount for which either Party becomes legally and/or contractually obligated to pay, whether direct, indirect, or consequential, whether based upon any alleged violation of the constitution (federal or state), any statute, rule, regulation, or the common law, whether in law or equity, tort, contract, or otherwise, and/or whether commenced or threatened. 16. This Agreement does not and is not intended to impair, divest, delegate, or contravene any constitutional, statutory, and/or other legal right, privilege, power, obligation, duty or immunity of the Parties. Nothing in this Agreement shall be construed as a waiver of governmental immunity for either Party. 17. Except as expressly provided herein, this Agreement does not, and is not intended to, transfer, delegate, or assign to the other Party any civil or legal responsibility, duty, obligation, duty of care, cost, legal obligation or liability associated with any governmental function delegated and/or entrusted to either Party under any existing law or regulations. 18. This Agreement does not and is not intended to create any obligation, duty, promise, contractual right or benefit, right to indemnification, right to subrogation, and/or any other right in favor of any other person or entity. 19. Any modifications, amendments, rescissions, waivers, or releases to this Agreement must be in writing and signed by both Parties. 20. This Agreement shall be governed, interpreted, and enforced by the laws of the State of Michigan. Except as otherwise required by law or court rule, any action brought to enforce, interpret, or decide any CLAIM arising under or related to this Agreement shall be brought in the 6 t1 Judicial Circuit Court of the State of Michigan, the 50 th District Court of the State of Michigan, or the United States District Court for the Eastern District of Michigan, Southern Division, as dictated by the applicable jurisdiction of the court, rev 1028.10. Except as otherwise required by law or court rule, venue is proper in the courts set forth above. 21. This Agreement shall be for a term of 4 years and, unless terminated as provided in this Agreement, the Parties may agree to extend this Agreement thereafter for successive three-year periods by signed amendment. If the Agreement is not extended and expires without termination, the County will provide the City of Oak Park with all of its records and data and all current CAMS Application database tables and database schemas, in a format agreed upon by both Parties, for all CAMS modules as defined in the SOW specific to the City olOak Park's operations. 22. This Agreement may be terminated by the City of Oak Park during the term, or any extension of this Agreement, on one year's written notice (One-Year Notice Period) with or without cause and for any reason, including convenience. In the event of termination by the City of Oak Park: a. Notice of termination does not relieve the City of Oak Park of its obligation to pay any annual fee, prorated up to the date of termination that becomes due and owing to the County during the One-Year Notice Period. b. The City of Oak Park shall have rights to continue to use the CAMS application during the Notice Period and, provided payment, as described in the SLA and here, has been made, the County shall continue to provide the services described in the SLA through the date of termination. c. All City of Oak Park records and data will be returned promptly to the City of Oak Park at the end of the Notice Period. d. If the City of Oak Park terminates this Agreement at any' time during the original four-year term, the City of Oak Park shall pay the County, in consideration for the data conversion and implementation services performed for the CVT by the County, the benefit of which will be lost to the County by the City of Oak Park's early termination of this Agreement, the sum set forth in Section 4 of the Service Level Agreement, identified as "County Cost Recovery for Early Termination," for each month remaining in the original four-year term of the Agreement that occurs after the date of termination. This sum shall be in addition to payment of the prorated annual fee, described in Section 22(a) above. The City of Oak Park shall, upon payment of all sums due hereunder, be entitled to receive from the County all of its records and data and all current CAMS Application database tables and database schemas, in a format agreed upon by both Parties, for all CAMS modules as defined in the SOW specific to the City of Oak Park's operations. 23. If the City of Oak Park, for any reason, fails to pay the County any monies when and as due under this Agreement, the City of Oak Park agrees that unless expressly prohibited by law, the County or the County Treasurer, at their sole option, shall be entitled to setoff from any other City of Oak Park funds that are in the County's possession for any reason. Funds include but are not limited to the Delinquent Tax Revolving Fund ("DTRF"). Any rev 0.28. I O. 4 setoff or retention of funds by the County shall be deemed a voluntary assignment of the amount by the Municipality to the County. The City of Oak Park waives any CLAIMS against the County or its Officials for any acts related specifically to the County's offsetting or retaining such amounts. This paragraph shall not limit the City of Oak Park's legal right to dispute whether the underlying amount retained by the County was actually due and owing under this Agreement. If the County chooses not to exercise its right to setoff or if any setoff is insufficient to fully pay the County any amounts due and owing the County under this Agreement, the County shall have the right to charge up to the then-maximum legal interest on any unpaid amount. Interest charges shall be in addition to any other amounts due to the County under this Agreement. Interest charges shall be calculated using the daily unpaid balance method and accumulate until all outstanding amounts and accumulated interest are fully paid. Nothing in this Section shall operate to limit the County's right to pursue or exercise any other legal rights or remedies under this Agreement against the City of Oak Park to secure reimbursement of amounts due the County under this Agreement. The remedies in this Section shall be available to the County on an ongoing and successive basis if the City of Oak Park at any time becomes delinquent in its payment. Notwithstanding any other term and condition in this Agreement, if the County pursues any legal action in any court to secure its payment under this Agreement, the City of Oak Park agrees to pay all costs and expenses, including attorney's fees and court costs, incurred by the County in the collection of any amount owed by the City of Oak Park. 24. The County may terminate and/or cancel this Agreement or reduce the scope of services or any part thereof at any time during the term or any extension of this Agreement, upon one hundred eighty (180) days' written notice to the City of Oak Park, for any reason, including convenience, without incurring obligation or penalty of any kind except as otherwise provided herein. If the County becomes aware that it will terminate or cancel this Agreement or reduce the scope of services it provides to the City of Oak Park at a time prior to the required 180-day notice period, the County will promptly inform the City of Oak Park of its intention to terminate or cancel this Agreement or reduce the scope of services. The County will work with the City of Oak Park to develop a transition plan regarding the return of its records and data. In the event of termination (with or without the 180-day notice), the County will provide the City of Oak Park, on or before the effective date of the termination, with all of its records and data and all current CAMS Application database tables and database schemas, in a 'format agreed upon by both Parties, for all CAMS modules as defined in the SOW specific to the City of Oak Park's operations. Notwithstanding the above, if funding for this project becomes unavailable, or if the County is subject to a court order or other legal or technical obligation requiring it to terminate or stop the project or modify or reduce its scope, at any time before, during, or after implementation of the CAMS application modules pursuant to the SOW, the County rev 10.28.10. 5 may terminate or cancel this Agreement or modify the scope of the project immediately upon written notice to the City of Oak Park. The effective date for termination, cancellation, or scope modification shall be clearly stated in the written notice. Except as provided in Section 18(d) or elsewhere in this Agreement, if the County terminates or cancels the project, the City of Oak Park shall have no further obligation for the payment of any sums hereunder. lithe County modifies the scope of the project, and the City of Oak Park does not terminate its Agreement with the County, the Parties shall meet to review the annual maintenance fee, which may be modified by written amendment to this Agreement. If the County reduces the scope of the project or the service level for the project, a corresponding reasonable reduction in the maintenance fee shall be agreed upon by the Parties. Termination or cancellation by the County under this section shall not result in any cost, fee, fine, penalty, special, incidental, consequential, or punitive damages. 25. During the initial term of this Agreement, within 30 days of the anniversary of the effective date of the Agreement, the County will provide the City of Oak Park with an annual written update regarding CAMS and anticipated changes to CAMS which may impact the operation of the City of Oak Park. Notwithstanding the preceding, nothing in this Agreement shall limit, modify, alter, or divest the County of its right to terminate this Agreement as provided herein. 26. Written notices under this Agreement shall be sent by registered mail or hand-delivered to: For the CVT: the City Manager and City Clerk at the address listed on page one For the County: Director, Department of Information at the address listed on page one. 27. This Agreement represents the entire Agreement between the Parties and supersedes all other prior or contemporaneous Agreements, communications, or understandings, whether oral, written, or otherwise presented, between the Parties governing the matters described herein. The language of this Agreement shall be construed as a whole according to its fair meaning, and not construed strictly for or against any Party. 28. The Parties have taken all actions and secured all approvals necessary to authorize and complete this Agreement. The persons signing this Agreement on behalf of each Party have legal authority, by resolution of each legislative body, attached to this Agreement, to sign this Agreement and bind the Parties to the terms and conditions contained herein. rev 10.28.10. 6 For and in consideration of the mutual promises and representations set forth in this Intergovernmental Agreement between the County of Oakland and the City of' Oak Park, the undersigned execute this Collaborative Asset Management System Intergovernmental Agreement on behalf of the County and the City of Oak Park, and by doing so legally obligate and bind the County and the City of Oak Park to the terms and conditions of this Intergovernmental Agreement. OAKLAND COUNTY By: Michael J. Gingell Date: Its Chairperson, Oakland County Board of Commissioners Date: CITY OF OAK PARK By: (Print Name): Its rev 10 28,10. 7 Collaborative Asset Management System SLA December 21, 2010 OAKL174D COUNTY MICHIGAN COLLABORATIVE ASSET MANAGEMENT SYSTEM (CAMS) SERVICE LEVEL AGREEMENT 1.0 INTROC JCTION This Service Level Agreement (SLA) is an agreement between Oakland County and its customer, the City of Oak Park (the City), that specifies what services will be provided to the City under the Collaborative Asset Management System (CAMS) Agreement between the County and the City following the implementation described in the Implementation Scope of Work Document (SOW). This SLA contains a definition of service expectations in connection with the CAMS Agreement. The dynamic nature of information technology services requires an SLA to be a dynamic document which will be modified through agreement of the parties on an as needed basis. This SLA between Oakland County and the agency (customer) listed below has been drafted for the application modules to be made available to the City under the CAMS Agreement. These modules are: Azteca Cityworks Computerized Maintenance Management System (CMMS), Customer Request Management (CRM), Storeroom, and Permitting, as well as the custom Public Access Portal Application. This SLA will become the governing document for services once implementation has been completed. 1.1 Supported Customers CAMS will be supported by Oakland County Information Technology (OCIT) for the City. The City will designate one representative to act as a "primary point of contact" with OCIT. The "primary point of contact" will be referred to as a "Power User" whose responsibilities will include: • Direct coordination and interaction with OCIT support staff • Communication with other users within the City • Attend appropriate training classes • Provide "initial support services" to the City users prior to logging a Service Center Incident with OCIT • Requesting security changes and technical support from OCIT • Application testing in conjunction with OCIT 2.0 APPLICATTON SUPPORT SERVICE!' Support services to be provided by OCIT will include: 2.1 Application Log In 1 Collaborative Asset Management System SLA December 21, 2010 OCIT will allow access to CAMS via an internet browser. OCIT will provide the City a secure internet-based application and an application login for use on PC hardware that is to be provided by the City as part of its own computer system. To ensure consistent results across all users, 0C1I will require the City to maintain the following minimum standards for each Internet browser: • Mozilla Firefox v. 3.0 or higher The City will be responsible for ensuring compatible Internet browsers are installed on the City computers and that the computers meet the minimum system requirements defined below: • 2.0 GHz Pentium® processor (or better) • 2GB RAM (or better) • Fast disk >40 GB of storage • 100 Mbit NIC • Microsoft Windows XP Professional® sp2/3 or Vista Business/Ultimate® sp1 • Keyboard, mouse, CD, floppy • 17" high resolution color monitor; 1024 x 768 2.2 Application Maintenance & Availability OCIT will provide CAMS maintenance to ensure that the system is fully functional, operational, and works for its intended purposes. Such maintenance will include "bug" fixes, patches, and/or system upgrades, such as hardware, software, database and network upgrades. The impact of patches and/or upgrades to the system will be thoroughly evaluated by OCIT prior to installation and communicated to participating CAMS agencies through a user group prior to production implementation. OCIT reserves the following scheduled maintenance windows to perform these work activities: Monday — Friday: 5:30 a.m. to 7:00 a.m. In the event of changes to these scheduled maintenance windows, or if additional maintenance times are required, OCIT will give as much notice of or lead time for such times as possible. During these maintenance windows, access to CAMS may be restricted by the OCIT System Administrator without prior notification. OCIT may also deny access to the application so that critical unscheduled maintenance (i.e. break-fixes) may be performed. OCIT will make prompt and 2 Collaborative Asset Management System SLA December 21, 2010 reasonable efforts to minimize unscheduled application downtime. Notification about such interruptions will be provided to the "power user" with as much lead time as possible. As necessary, a group of Power Users from various agencies will be enlisted to test large patches and/or upgrades that will be eventually deployed to the entire CAMS user community. This group may be asked to test at their office location or at OCIT. OCIT will remain current on software maintenance fees, except where this commitment is in conflict with the termination clauses specified in the Intergovernmental Agreement. OCIT will maintain the CAMS hardware environment consistent with the recommended specifications provided by Azteca Systems to support Cityworks Server. 23 Application System Administration OCIT will provide CAMS system administration services. These services include configuration tasks that are global to the CAMS database structure or applicable to more than one user agency. The City will also be provided access to the thick client Designer application, through which customizations to the City specific workflow templates, etc. can be made. 2,4 Application Database Backup and Disaster Recovery OCIT will perform daily backups of the CAMS database. Scheduled database backups and copies of CAMS will be placed offsite for disaster recovery purposes. OCIT will provide exports of the City equipment and materials lists upon request up to two times annually. OCIT will maintain CAMS Disaster Recovery (DR) Toolkit that will be used to recover CAMS during a disaster or system failure. CAMS will be included in OCIT's scheduled Disaster Recovery Test to ensure recovery. DR Toolkit updates will be made by OCIT as necessary and as a result of the scheduled DR Tests. 2.5 Application Auditing OCIT may conduct scheduled and unscheduled audits to ensure data integrity and reliability. In addition, OCIT may audit the usage of the system to ensure compliance with the Azteca Master Purchase Agreement and the Oakland 3 Collaborative Asset Management S stem SLA December 21, 2010 County, Michigan Geospatial Data Access, Distribution and Use Policy which may be amended on an as needed basis. 2.6 Application Training OCIT will provide CAMS training on an as-needed basis. Whenever possible, training will be provided in a group setting at the Information Technology Building in Waterford Township, Michigan. Training materials will be provided as necessary to assist in the education process. 3.0 APPLICATION SUPPORT PRZ.2.7.2URES CAMS users should use the following procedures to report an application support incident. 3.1 OCIT Service Center OCIT Service Center support will provide 24-hour a day, 7-days a week support. Service Center incidents must originate with the OCIT Service Center, either by phone, email, or the website below. Service Center Phone Number 248-858-8812 1 Service Center Email Address servicecenter©oakgov.com Self Service Website https://sc.oakgov.com Prior to logging a service center incident, each Agency user must provide the following contact information through the Service Center Self Registration website https://sc.oakgov.com/cvtselfregistration: Contact Name, Phone Number, Email Address and Community Name Once a user has provided contact information, please provide the following information when logging a service center incident through phone, email or website: • Contact Name, Phone Number, Email Address and Agency Name • State the incident is in regards to the "CAMS" and, if possible, the specific module to which the incident is associated. • Exact nature of the problem or function including any error message that appeared on the computer screen • Any action the caller has taken to resolve the matter 4 Collaborative Asset Management System SLA December 21, 2010 Each incident will be given a Service Center log number and if necessary, assigned to the appropriate application support individual. Users can track the status of their service center incident by calling the service center and providing the incident number or through the service center website. See the Service Center Handbook located on the Service Center website for more information on Service Center and functionality of the website. 3.2 Service Center Response Times Service Center incidents will be categorized in order of importance. Priority will be given to those Service Center incidents that relate specifically to application login problems. If an immediate answer cannot be provided, the caller can expect to receive a response within four business hours. Service Center incidents that do not specifically relate to application login will be categorized separately. If an immediate answer cannot be provided, every effort will be made to provide a response within eight business hours. In every case, the caller can expect to receive a response within sixteen business hours. If for any reason a problem cannot be resolved within sixteen business hours, a weekly status report will be provided (via email) until an adequate resolution is found. 3.3 Knowledge Documents/Information Resources Knowledge Documents that will provide support for common questions will be maintained in the Service Center. Common questions will be posted to the Knowledge Documents on a regular basis. 3.4 Onsite Support OCIT will provide onsite support to the City on an as-needed basis. Onsite support visits can be up to four hours in duration and must be scheduled one week prior to the onsite visit. The City should contact the CAMS support individual directly to schedule an onsite support visit. 3.5 Technical Support Reporting Technical support summary reports will be reviewed at each CAMS Application User Group Meeting. 3.6 Reporting After-Hours Technical Support 5 Application Support Services The City will be invoiced annually beginning in December 2011. The City will be invoiced quarterly beginning in December 2011. Collaborative Asset Management System SLA December 21, 2010 Technical support is intended to address problems such as: unexpected system downtime or unexpected application error messages. After-hours support does not include "how to" application support or password resets. These types of requests will be addressed during normal business hours. If the system is unavailable please call the Service Center phone at 248.858.8812. This call will be routed to the on-call System Administrator who will attempt to repair the problem. EmaiIs and Service Center Incidents will not be addressed until normal business hours. AI APPLICATION 7,UPPORT COrT3 The City will be responsible for the following ongoing CAMS Application support costs: Payment Terms Support Title Software Support and Maintenance County Cost Recovery for Early Termination Application Enhancements Description Annual software support and maintenance fee for the use of the Cityworks Application Monthly amount to be paid to the County in the event of the City terminating the agreement prior to the term negotiated in the Interlocal Agreement Incremental application support that exceeds the services defined in this Service Level Agreement Specific application enhancements requested by the that exceed the services defined in this Service Level Agreement Cost $6023/year for the firs three years. Support cost increases will be capped at CPI after September 2014 $4208/month for the first four years. Level of effort will be mutually agreed upon by the County and the City prior to work being started. Work will be billed at a rate of $122/hour. Level of effort will be mutually agreed upon by the County and the City prior to work being started. Work will be billed at a rate of $122/hour. Billed quarterly by Information Technology Billed quarterly by Information Technology .0 CY.„:_.23ponsibilities 5.1 Provision and Maintenance of Data 6 Collaborative Asset Management System SLA December 21, 2010 The City agrees to provide the initial data to OCIT in a format compatible with the County data model for inclusion in the CAMS database, whether via a coordinated effort with OCIT or independently. OCIT will facilitate access to infrastructure data for maintenance by putting into place a combination of policy and technology solutions, however, the City is ultimately responsible for ensuring the accuracy and currency of data contained within CAMS. By committing to participate in CAMS, the City is agreeing to keep the infrastructure maintained by the City reasonably up-to-date. The City will notify OCIT of their data maintenance procedure within 60 days of executing the Interlocal Agreement. OCIT will perform data currency audits. If the City fails to keep their data reasonably up to date, OCIT will send written notification of inadequate data currency. The City must correct the issue within 90 days, or the County may revoke access to the system until the data is brought reasonably up to date. 5.2 Licensed Use and Access As an Authorized Entity the City is or may be granted permission to use the Software and Related Materials by the County, pursuant to the terms and conditions of the Azteca Master Purchase Agreement executed between Azteca and the County. As participants in CAMS, the City qualifies as a Business Partner to access geospatial data as defined by the Oakland County, Michigan Geospatial Data Access, Distribution and Use Policy. CAMS participation allows for use of other agency data as defined by policy. Distribution of the City data is at the discretion of the City, however, distribution of other agencies' data is prohibited. Requests, including Freedom Of Information Act (FOIA) requests, for data shall be referred to the Data Owner, as generally indicated by the AssetOwner attribute of the data, which represents the agency that owns the infrastructure in question. The City will cooperate in investigations of potential misuse of the software or data. 6.0 CA REVIEW PRSZI:r.,''.e..." 7 Collaborative Asset Manaaement System SLA December 21, 2010 On a quarterly basis, OCIT will review the technical support summary reports, which include a summary of unscheduled downtime, technology improvements, planned upgrades or suggested enhancements and their impact on the SLA. As necessary, changes will be made to the SLA and communicated to participating CAMS agencies through a CAMS user group for consensus approval among representatives present at the meeting prior to implementation of the change. The agenda for the CAMS User Group Meetings will be set by the County and participants, and revised as needed. 7.0 TEITArli'',TION This SLA terminates upon termination of the Intergovernmental Agreement. For and on behalf of the County: Date: For and on behalf of the CVT: Date: (Print name) 8 n 1.0 Overvicl This Scope of Work (SOW) document details the actions that will be undertaken by Oakland County Information Technology (OCIT or County) and the City of Oak Park (the City) to implement the Collaborative Asset Management System (CAMS) Agreement between the City and Oakland County. The CAMS system includes Azteca's Cityworks Computerized Maintenance Management System (CMMS), Customer Request Management (CRM), Public Access Portal, Storeroom, and Permitting applications, to facilitate the effective care & management of water, sanitary, and/or storm related infrastructure. The CAMS Application, including CRM, CMMS, Storeroom, and Permitting are "commercial-off- the-shelf" software of Azteca's Cityworks ArcGIS Server-based product. The Public Access Portal module is a custom application being developed by a third party integrator. • CMMS will centralize the management of work orders, inspections, inventory and project costing. • CRM will include call center functionality and will provide for the streamlined entry of service requests, complaints, and feedback. • Public Access Portal will include an online, internet resource providing the public with the means of submitting service requests that will be routed to the appropriate agency responsible for maintaining the utility infrastructure. • Permitting will allow for the management of permit related information received from the public. • Storeroom will provide a means for managing material, supplier, and requisition information for utility related infrastructure components. • Designer is the module that allows Cityworks administrators to manage and customize the configurations for each of the other modules, including CRM, CMMS, Permitting and Storeroom. Project rxrtz; There is no charge to the City to implement CAMS for the City, because Oakland County included the implementation costs in the CAMS funding proposal to the Oakland County Board of Commissioners. However, beginning on October 1, 2011, the City will be responsible for the annual software support and maintenance fee which covers a portion of the actual costs of the system. (See the CAMS Service Level Agreement [SLA] document for details.) 3.0 Pz-oject Te4 The project team established to guide the implementation of CAMS for the City will consist of representatives from the County and the City. Individual roles and responsibilities for the team members will be as follows: The City will be responsible for gathering and documenting business requirements and workflows, documentation review, testing, quality assurance, and end-user training. A designated point of contact will serve as the City's Project Manager. Page I 2 • OCIT will be responsible for project administration, technical strategy, server hardware and software environments, application configuration, testing, and quality assurance. OCIT will assign a dedicated Project Manager to oversee the implementation process. •-i.0 im-rojct Plannine and Initiation Phase The County and the City will hold an initial project planning meeting to facilitate the development of a Detailed Project Plan that will address each phase of the CAMS implementation project. The Detailed Project Plan will subsequently be used to coordinate the schedule, staffing, milestones and other resources needed to successfully complete the project described herein. This initial meeting will provide the foundation and operational details for the implementation of the CAMS Application Modules. The County will also establish a clear communications plan that will be used by each member of the project team, 4.1 DE:r7ble Review PrGcedure For each and every deliverable document or report defined in this Scope of Services, OCIT shall provide the deliverable document to the City for review. The City shall review the deliverable document and advise OCIT, within ten (10) business days, of any changes to the deliverable document that it deems necessary. OCIT shall incorporate these changes into the deliverable document to the extent possible and provide the revised deliverable document to the City for a subsequent review within five (5) business days of receiving the requested changes from the City. The City shall advise OCIT within ten (10) business days if the revised deliverable document is acceptable. This Deliverable Review Procedure shall continue until the City Primary Point of Contact has advised OCIT that the deliverable document is acceptable. Failure of the City to respond to OCIT's changes to a deliverable document within fifteen (15) business days shall be deemed acceptance by the City of the deliverable document. 4.2 Project Escalaic.g Procedure All disputes arising under or relating to the execution, interpretation, performance, or nonperformance of this Scope of Work involving or affecting the Parties may first be submitted to the respective Project Managers for possible resolution. The Project Managers may promptly meet and confer in an effort to resolve the dispute. If the Project Managers cannot resolve the dispute in five (5) business days, the dispute may be submitted to the Project Managers' respective direct Supervisors, The Supervisors may meet promptly and confer in an effort to resolve the dispute. If the Supervisors cannot resolve the dispute within 15 days, either Party may terminate the Intergovernmental Agreement as provided therein. 4.3 Delivery of Convered Water, Sewer and Storm GIS Datasets The County will deliver the Water, Sewer and Storm GIS data that has been converted or translated from source materials (hardcopy and/or digital) provided by the City and integrated into the County's data model to facilitate participation in CAMS. 4.4 Detailed Prnject Plan Deopment The County will develop, with input and assistance from the City Primary Point of Contact, a Detailed Project Plan, Clarity Software, that will address each phase of the CAMS Page I 3 implementation project. The phases are: Configuration, Testing, and Deployment. The Detailed Project Plan created by the County will include activities, tasks, milestones and resource allocations that ultimately will be used to build a Project Implementation Schedule and must be approved by the City Primary Point of Contact before any work under the Agreement begins. Each phase of the Detailed Project Plan will have key milestones that will require signed approval from the City before the phase can be considered complete. The Detailed Project Plan will be maintained and updated on a regular basis by the County, with approval of the City Primary Point of Contact, and expanded to include additional project detail as it is available. The Detailed Project Plan will also be used to monitor the implementation timeline and budget. 4.5 Project Communicr-f-:::s P(Tin The County will develop, with the input and assistance from the City Primary Point of Contact, a Project Communications Plan that will be used by the County and the City during the entire term of the CAMS implementation. The Project Communications Plan will detail a scope change process, as well as an issue management process. As a part of this plan, the County and the City will participate in bi-weekly status meetings facilitated by the County Project Manager. The County will produce the minutes from the meetings. The County Project Manager will produce quarterly a project management report that summarizes the work completed and updates to the Detailed Project Plan. Project L7urch The County will facilitate a Project Launch Meeting that will include participants from the City project team. The purpose of the meeting is to review the initial Project Plan, Schedule, and Communications Plan. 4.7 Summary of Phase Deliverables In summary, the following deliverables will be provided in Project Planning and Launch Phase: • Delivery of Converted City of Oak Park Water, Sewer and Storm GIS Datasets • Detailed Project Plan for each of the project phases • Communications Plan • Project Launch Meeting 5.0 Config7irrItoki PhF717 ,1 The Configuration Phase will define the configuration and testing requirements for the implementation of the CAMS Application Modules, including CRM, CMMS, Storeroom, and Permitting. Page I 4 5.1 City of Oak Park Configttn=,=fiL , Gathering Existing workflow practices will be used as a basis for the City of Oak Park's CAMS configuration requirements. As appropriate, the County will conduct meetings with members of City staff to understand the content/functions of the existing system and processes, and the map output and reporting needs of the City. 5.2 City of Oak Fark Configuration Cuide The County will document the configuration necessary for the City to utilize each CAMS application module in a document to be called the "City of Oak Park Configuration Guide." This guide will include the following: • User Administration: defining organizational roles, system users, user groups, and security permissions. • Service Requests: defining problem types and categories, customer account and citizen information, and standard FAQ's. • Public Access Portal: definition and configuration of a subset of service requests for the public to access via a web based application. • Work Orders: defining work order templates, accessing/modifying labor material and equipment information on work order, grouping/summarizing work orders, etc. • Work Activities: defining actions, inspections, violations, and fee calculations, • Materials and Equipment: defining materials and equipment hierarchies, etc. • Inventory: defining parts, supplies, equipment locations, quantities, etc. • Custom Fields and Codes: defining custom codes, custom field templates, etc. 1.3 User Acceptance Test Plan The County will develop, with the input and assistance from the City Primary Point of Contact, a User Acceptance Test Plan that will be used for acceptance of the City implementation of the CAMS application modules. The User Acceptance Test Plan will be based on the approved Configuration Guide, The plan will describe and provide directions for user testing processes for testing the CAMS modules in a prototype environment, and also post-implementation validation. 5.4 Cc7fEiuratic7,7 and Notification of Readiness The County will use the City Configuration Guide document to configure the respective Application modules in a prototype environment. The County will document any potential configuration changes it uncovers during the configuration process and provide it to the City for review. After the configuration is complete, the County will validate the system is ready for User Acceptance Testing and notify the City that User Acceptance Testing can begin. Page I 5 5.5 City of Oak ParL: Deployment Plan The County will develop, with the input and assistance from the City Primary Point of Contact, and document a City of Oak Park Deployment Plan that will detail the steps and resources needed to successfully implement the CAMS Application Modules for the City in a production environment. The Deployment Plan shall be approved by the City Primary Point of Contact before any work in the Testing Phase begins. Summary of Phase Jeliiv..les In summary, the following deliverables will be provided by the County in Configuration Phase: • Configuration Guide • User Acceptance Test Plan • Configuration and Notification of Readiness • Deployment Plan T-±ntrnsr7 77-F vise The Testing Phase will establish a functional release of CAMS in a prototype environment at the County. This test release will be used to evaluate and validate each of the application modules' configuration requirements. If necessary, following successful prototype testing, the County will produce a revised Configuration Guide that shall be used to implement the CAMS Application Modules in the production environment at the County. 6.1 User L•cceptancc Testicig The City shall use the User Acceptance Test Plan to execute User Tests. Upon successful completion of the testing, the City shall provide written confirmation to the County that the User Acceptance Tests were successful. The County shall conduct up to 2 days of CAMS training sessions for the City's designated power user and trainer, who will be responsible for local system configuration and training the City end users. The sessions will occur prior to the production deployment of CAMS for the City at the County. The County will provide classroom facilities, hardware, software, and sample data for each application module training sessions. The County and the City Primary Point of Contact shall review and approve all training materials prior to the start of CAMS Training. The County shall provide the City with electronic copies of the training material used in the sessions. Page I 6 r 17-7-v:ce Desk Script-- r ,,,1 7.:1 ,31,771 ,dge Document., The County shall complete the standard service desk script and knowledge templates. The County shall develop a set of service desk scripts and knowledge documents that reflect the most common questions asked during the City CAMS training. Summary of Phase Deliverables In summary, the following deliverables will be provided in Testing Phase: • Revised City of Oak Park Configuration Guide • City of Oak Park User Acceptance Tests • City of Oak Park Training and Associated Materials • City of Oak Park Service Desk Scripts and Knowledge Documents Depiovment Phase The Deployment Phase will establish a functional release of CAMS for the City in the production environment. The tasks outlined below will support the implementation of CAMS in a production environment. 7.1 ?as7-Impnentation Validation The City will utilize the scripts in the User Acceptance Test Plan to capture live data in the CAMS production environment. This activity will confirm that the City Configuration Guide was implemented correctly and that the City of Oak Park CAMS Application Modules are functioning and performing properly in the production environment. The City will be responsible for ensuring that CAMS users are equipped with computers that meet the minimum requirements set-forth in the Service Level Agreement. Within two weeks after the successful deployment of CAMS, the City will provide written confirmation to the County that the post-implementation validation was successful and Configuration Guide was implemented correctly. 7.2 UpdaLT. c.-7 Documentation The County will update any appropriate documentation to reflect any inconsistencies discovered during the setup of the production environment. 7.3 Project '.1rap-L,1 ,-) Meeting The County and the City will participate in a Project Wrap-up Meeting to discuss the overall project successes and lessons learned. The County will document minutes from the meeting. Page I 7 L4 Ean-znary of Phase Deliverables In summary, the following deliverables will be provided in Production Deployment Phase: • Post-Implementation Validation Confirmation • Project Wrap-up Meeting • Updated Documentation Page I 8 Ci7q +.4 Resolution #11011 January 20, 2011 Moved by Scott supported by Woodward the resolutions (with fiscal notes attached) on the Consent Agenda be adopted (with accompanying reports being accepted). AYES: Covey, Crawford, Dwyer, Gershenson, Gingell, Gosselin, Greimel, Hatchett, Hoffman, Long, Matis, McGillivray, Middleton, Nash, Nuccio, Potts, Quarles, Runestad, Scott, Taub, Weipert, Woodward, Zack, Bosnic. (24) NAYS: None. (0) A sufficient majority having voted in favor, the resolutions (with fiscal notes attached) on the Consent Agenda were adopted (with accompanying reports being accepted). I HEW APPROVE IHE FOREGOING RESOLUTION ACTING PURSUANT T STATE OF MICHIGAN) COUNTY OF OAKLAND) I, Bill Bullard Jr., Clerk of the County of Oakland, do hereby certify that the foregoing resolution is a true and accurate copy of a resolution adopted by the Oakland County Board of Commissioners on January 20, 2011, with the original record thereof now remaining in my office. In Testimony Whereof, I have hereunto set my hand and affixed the seal of the County of Oakland at Pontiac, Michigan this 20th day of January, 2011. E.La (k. Bill Bullard Jr., Oakland County