HomeMy WebLinkAboutResolutions - 2008.12.11 - 9425MISCELLANEOUS RESOLUTION #08269 December 11, 2008
BY: General Government Committee, Christine Long, Chairperson
IN RE: DEPARTMENT OF INFORMATION TECHNOLOGY — REQUEST FOR APPROVAL OF CAMS
CUSTOMER REQUEST MANAGEMENT AGREEMENT
To the Oakland County Board of Commissioners
Chairperson, Ladies and Gentlemen .
WHEREAS the Collaborative Asset Management SystemCAMS) project will standardize
countywide infrastructure (water, sewer, storm and roads) ailowing Oakland County, the Road
Commission for Oakland County (RCOC) and local governments to proactively manage assets and
mitigate long-tern COS6 eeseciated with the operations and maintenance of critical infrastructure; and
WHEREAS the CAMS project was previously approved by the Oakland County Boarq of
Commissioners by Miscellaneous Resolution #07293; and
WHEREAS the CAMS proiect promotes collaboration and improved workflows among
participants ultimately handling service requests more efficiently and responsively; and
WHEREAS by centralizing oats the system will promote information standardization, reduce
duplication of data and will be a low cost way for other Oakland County governmental agencies to ga her
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, and RCOC; and
WHEREAS the CAMS participating agencies have agreed to pay a share of the centralizi ed
CAMS maintenance/support costs and will be responsible for paying maintenance/support costs on Stich
items as agency equipment, wireless communication costs and GIS data maintenance costs; and
WHEREAS the RCOC will be a participating CAMS agency; and is responsible for paving
maintenance/support costs on such items as agency equipment, wireless communication costs and 9IS
data maintenance casts; and
WHEREAS to in iplenierit and maintairi the CAMS application for the RCOC, Oakland County I
needs to enter into the attached CAMS Customer Request Management Agreement to define the
relationship and responsibilities between the Parties: and
WHEREAS the Departments of Information Technology and Corporation Counsel have prepare d
the CAMS Customer Request Management Agreement between Oakland County and the RC C,
Customer Request Management (CRIVI) Application Service Level Agreement, and RCOC Customer
Request Management Implementation Scope of Work Document; and
WHEREAS legal representation from the RGOC have reviewed and approved the contents of the
CAMS Customer Request Management Agreement between Oakland County and the RCOC, lhe
Customer Request Management (CRIVI) Application Service Level Agreement, and the RCOC Custonher
Request Management Implementation Scope of Work Document; and
WHEREAS it is the recommendation of the Department of Information Technology that the
Oakland County Board of Commissioners accepts and approves tne attached agreements.
NOW THEREFORE BE IT RESOLVED that the Oakland County Board of Commissioners hereby
approves and authorizes the attached CAMS Customer Request Management Agreement betwe len
Oakland County and the RCOC. the Customer Request Management (CRM) Application Service Le t el
Agreement and the RCOC Customer Request Management Implementation Scope of Work Document to
govern the relationship and responsibilities between Oakland County and the RCOC,
BE IT FURTHER RESOLVED that the Oakland County Board of Commissioners hereby dire ts
it's Chairperson or. his designee to execute the attached CAMS Customer Request Managem nt
Agreements between the RCOC and Oakland County, following execution from the RCOC.
Chairperson, on behalf of the General Government Committee, I move the adoption of di, e
foregoing resolution.
GENERAL GOVERNMENT COMMITTEE
QL
GENERAL GOVERNMENT COMMITTEE VOTE:
Motion carried unanimously on a r-pil call vote with Kowall and Gregory absent.
CAMS CUSTOMER REQUEST MANAGEMENT AGREEMENT
COUNTY OF OAKLAND
AND
ROAD COMMISSION FOR OAKLAND COUNTY
THIS AGREEMENT is made between the County of Oakland (County), a Constitution*
and Municipal Corporation, with offices at 1200 N. Telegraph Road, Pontiac, Michigan 4834 1 ,
and the Road Commission for Oakland County (RCOC), a Public Body Corporate, wit
offices at 31001 Lahser Road, Beverly Hills, Michigan 48025. In this Agreement, the Coun
and the RCOC may be referred to individually as "Party" or jointly as "Parties."
WHEREAS, the RCOC and the Oakland County Information Technology (OCIT) have
determined that the needs of the RCOC's Department of Citizen Services (DCS) could be mit
through utilization of the CAMS Customer Request Management (CRM) application and related
training and service; and
WHEREAS, the terms and conditions of such utilization, training and service are set forth in
a Service Level Agreement (SLA) and Scope of Work Document (SOW), between the RCOC ar0
OCIT, which are attached hereto and incorporated herein by reference; and
WHEREAS, the total cost to the RCOC for such utilization, training and service are set fo
in Paragraph 5 (Application Support Costs) of the SLA.
IN CONSIDERATION of the mutual promises, obligations, r eprtsti iLdtiul is and assuranc4
in this Agreement, the Parties agree as follows:
1. That the Purpose of this Agreement is to provide for the use, by the RCOC, of CAMS
CRM application, through Oakland Information Technology (OCIT), together with
training and other services as needed.
2. That "Oakland County" and "Road Commission for Oakland County" shall be
defined to include any and all departments, divisions, commissioners, elected and
appointed officials, directors, board members, council members, authorities, officer,
1 committees, employees, agents, subcontractors, volunteers and/or any such perso1' s'
successors.
3. That the Service Level Agreement (SLA), dated 11-07-08, and Scope of Work Documeht
(SOW), dated 11-06-08, attached hereto in reference to RCOC's utilization of the CAMS
CRM application, are hereby incorporated by reference herein.
4. That the County, through the °cif, will host and make available to the RCOC, the CANI1S
CRM application and will provide training and service as appropriate, in accordance with
the terms of the SLA and SOW attached hereto,
5. That the RCOC will make payments to the County in accordance with the terms set forth
in Paragraph 5 of the SLA attached hereto.
6. That nothing in this Agreement shall be construed as creating an employer-employee
relationship between the County (including any of its employees) and the RCOC
(including any of its employees),
7. That each Party shall be responsible for the acts and/or omissions of its agents and/or
employees. Nothing in this Agreement shall be construed as creating an obligation to
indemnify or defend the other for any claim, damage or liability arising out of this
Agreement,
8. That except as provided for the benefit of the Parties, 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,
9. That this Agreement does not and is not intended to impair, divest, delegate, o
contravene any constitutional, statutory, and/or other legal right, privilege, power
obligation, duty or immunity of the Parties.
10. That any modifications, amendments, rescissions, waivers, or releases to this Agreemen t
must be in writing and agreed to by both Parties.
That this Agreement represents the entire Agreement between the Parties and
supersedes all other Agreements between the Parties governing the matters describerii
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.
12. That the Parties have taken all actions and secured all approvals necessary to authoriz
and complete this Agreement. The persons signing this Agreement on behalf of eaclp
Party have legal authority to sign this Agreement and bind the Parties to the terms and
conditions contained herein,
13. This Agreement shall be governed by the laws of the State of Michigan.
14. The term of this Agreement shall be for five years from the date on which it is executed.
Except if terminated as set forth herein, this Agreement shall be automatically renewed
for two additional successive two year terms. Thereafter, renewal shall be 1:1/
agreement of the Parties. Termination requires one year notice by the terminating
Party. All RCOC records shall be returned to the RCOC upon termination of this
Agreement.
Date: Its: of Commissioners hiairnercon. Oakland County E3oare
The Parties, Oakland County and the Road Commission for Oakland County, by signing below,
enter into this CAMS Customer Request Management Agreement.
OAKLAND COUNTY
By:
Bill Bullard, Jr.
ROAD COMMISSION FOR OAKLAND COUNTY
By: _
Brent 0. Bair
Date' Manaaino Director
,rn.r ppruipqr iviAnanernrant Anniir-Arinn Nov 7, 2008
OAKLAND COUNTY MICHIGAN
CUSTOMER REQUEST MANAGEMENT (CRM) APPLICATION
SERVICE LEVEL AGREEMENT
1.0 INTRODUCTION
This Service Level Agreement (SLA) specifies, in measurable terms, the services Oakland
County, through its Information Technology Department (OCIT), will provide to the
Road Commission for Oakland County (RCOC or "User Agency"), for its Department of
Citizen Services, for use of the Azteca Customer Request Management (CRM) software
application. It contains a description of services that will be provided and the fees and
costs for them.
2.0 CRM Application Support Services: Description and Responsibilities
The RCOC will designate one representative to act as a primary point of contact" with
OCIT. The responsibilities of the "primary point of contact," also referred to as a "Power
User," include:
1. Coordinating services by and interaction with OCIT support staff
2. Communicating with other users within RCOC
3. Attending appropriate training classes
4. Providing "initial support services" to RCOC users before logging a Service
Center Incident with OCIT
5. Requesting security Lhanges and technical support from OCIT
6. Testing applications in conjunction with our •
2.1 Application Log In
RCOC will access the CRM Application, hosted by OCIT, via an internet browser. OCIT
will publish a secure internet-based application and an application login for use on PC
hardware provided by RCOC. To ensure consistent results across all users, RCOC will
maintain the following minimum standards for each intemet browser:
1, Mozilla Firefox V. 2.0 or higher
2. Microsoft Internet Explorer v. 6.0 or higher
RCOC will install compatible Internet browsers on RCOC computers and that the
computers meet the minimum system requirements for each selected browser.
2.2 Onsite or Offsite Support
OCIT will provide ()mite dIJ uffiEE: support to the RCOC on an as-needed basis. The
RCOC Power User will contact the CRM Application support individual directly to
schedule an onsite support visit.
2.3 Knowledge Documents/information Resources
n ici-nmpr Ppgiipct MAripcpmmt Annlit-AI-inn RI A Nov 7 2008
Knowledge Documents, which answer common questions will be maintained in the OCIT
Service Center. Answers to new common questions will be posted by OUT to the
Knowledge Documents on a regular basis.
2.4 Application Training
OCIT will provide CRM Application 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 MAINTENANCE SERVICES
CRM Application maintenance services include:
3.1 Application Maintenance
OCIT will provide CRM Application maintenance to prevent system outages that may be
a result of bug fixes or newly added functionality. OCIT will test patches and/or
upgrades prior to installation and communicate with the user agency prior to production
implementation.
OCIT reserves the following scheduled maintenance windows to perform maintenance
Monday — Friday: 5:30 a.m. to 7:00 a.m.
During the maintenance window, access to the CRM Application may be restricted by the
System Administrator without prior notification, The maintenance window may require
adjustment if the amount of time allocated is inadequate to perform system
maintenance. IT will advise RCOC in advance of both temporary and permanent
modifications to the maintenance window.
OCIT may deny access to the application for critical unscheduled maintenance (i.e.
break-fixes), The "Power User" will be notified about such interruptions promptly, with
as much lead time as possible.
Power Users from various agencies may be asked to test large patches and/or upgrades
that may be deployed to the CAMS user community. This group may be asked to test at
their office location or at OUT.
3.2 Application System Administration
OCIT will provide CRM Application sysLeui administration services, including
configuration tasks that will affect all entities using the CRM Application database
structure or that are applicable to more than one user agency.
3.3 Application Database Backup and Disaster Recovery
r,,d-nmpr Rpri.pct MananernPnt Annliration SI A • NOV 7, 2008
OCIT will perform daily backups of the CRM Application database to ensure that the
content and integrity of the CRM database are consistent with RCOC business
requirements. The CRM database is intellectual property of RCOC and OCIT will not alter
the content of the CRM database without approval from RCOC. Scheduled database
backups and copies of the CRM Application will be placed offsite for disaster recovery
purposes. Any amendment to the daily backup schedule will be reviewed with RCOC
prior to implementation.
OCIT will maintain the CRM Disaster Recovery (DR) Toolkit that will be used to recover
the CRM Application during a disaster or system failure. The CRM Application will be
included in Information Technologies Disaster Recovery Test to ensure recovery. DR
Toolkit updates will be made by OCIT as necessary and as a result of the semi-annual
DR Tests.
4.0 APPLICATION SUPPORT PROCEDURES
CRM Application users will follow the procedures below to report an application support
incident.
4A OC1T Service Center
OCIT Service Center support will be provided from 8:00 a.m. to 5:00 p.m., Monday
through Friday, except County covernment holidays. 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
I
Service Center Email Address servicecenter@oakgov.com
' Sef Service Website httos://sc.oakdov.com
When logging a Service Center incident, the caller must:
• Provide contact name, phone number, email address and agency name
• State that the incident is in regards to the "RCOC Customer Request
Management Application"
a Explain the exact nature of the problem or function including any error message
that appeared on the computer screen
• Identify any action the caller has taken to resolve the matter
Each incident will be given a Service Center log number and if necessary, assigned to
the appropriate application support individual.
See the Service Center Handbook located on the Service Center website for more
information on Service Center anc functionality of the website.
4,2 Service Center Response Times
C:iistomer RPCILIPSt Management Application SLA Nov 7 2008
Service Center incidents will be categorized in order of importance within two categories,
"Access" and "Other". Priority will be given to those Service Center incidents that relate
specifically to Access (application login problems). If OCIT cannot provide an immediate
answer, the caller can expect to receive a response within 4 business hours.
For "Other" incidents, if an immediate answer cannot be provided, every effort will be
made to provide a response within 8 to 16 business hours.
If for any reason a problem cannot be resolved within 16 business hours, a weekly
status report will be provided (via email) until an adequate resolution is found.
4.3 Reporting System Problems After-Hours
If after-hours technical support is needed, the user may call the Service Center. This
call will be routed to the on-call System Administrator who will attempt to repair the
problem.
After-hours support does not include normal "how to" application support. Any such
request would be addressed the morning of the next business day .
4.4 Technical Support Reporting
OCIT will provide technical support summary reports and review them at each CAMS
Application User Group Meeting.
riectnthpr PArli iect Mananpment Annlicatinn SLA Noy 7 2008
5.0 APPLICATION SUPPORT COSTS
RCOC will be responsible for the following ongoing Application Support costs:
Support Cateaories I Description Cost Payment Terms
Software Support and Annual software support Up to $70,000/year for First Payment due
Maintenance and maintenance fee for the first five years. on the earlier of
the use of the Cityworks Support cost increases the go live date or
Application will be capped at CPI October 1, 2009.
• for years 6+ Subsequent l
payments billed on i
' October 15',
Application Support Incremental application $122/hour Billed quarterly by
Services support provided by Information
OCIT in response to IT Technology
Service Center incidents
Application Specific application TBD, based on request I TBD
Enhancements enhancements I scope
requested by RCOC !
The Software Support and Maintenance cost will be reviewed annually and
adjustments may be made based on the number of CAMS participants. Software
Support and Maintenance costs will not increase if RCOC begins to use the
Computerized Maintenance Management System or Permitting provided by the
CAMS initiative. Furthermore, RCOC will only be billed for the costs incurred to
provide the application support services outlined above.
6.0 SLA REVIEW PROCESS
On a quarterly basis, OCIT will review the technical support summary reports,
technology improvements, planned upgrades or suggested enllancemerrS and
their impact on the SUN. Proposed changes to the SLA will be reviewed with
agencies using the CRM Application.
Oakland Cou '7 v
Michigan
RCOC Customer RequeOt
Management
Implementation
November 6, 2008
1.0 Project Overview
This Scope of Work (SOW) between the Road Commission for Oakland County (RCOC) and Oakland
County Information Technology (OUT) is for the implementation of Azteca's Cityworks Customer
Request Management (CRM) Application.
CRM will replace the existing Service Request System used by the Department of Citizen ervices
(DCS), The CRM Application is "commercial-off-the-shelf" software of Azteca's Cityworks ArcGIS
Server-based product. CRM will include call center functionality and will provide for the stre miined
entry of service requests, complaints, and feedback. The existing DCS Service Request Syst m data
will not be migrated into CRM.
• CRM will be installed in a prototype environment at OCIT where it will be configured and testld, prior
to its deployment into production at OCIT.
The Public Access Portal will not be available until the implementation of the full CAMS project.
A separate SOW and funding source would be required if RCOC would like to implement otheit Azteca
Cityvvorks modules, such as Computerized Maintenance Management System (CMMS) and Perrrftting.
2.0 Project Costs
The cost of OCIT's resources used to implement CRM will be at no charge to the RCOC becaus •
Oakland County included the implementation costs in the CAMS funding proposal to the Board of
Commissioners. However, beginning on October 1, 2009, or upon go-live of the CRM applicatkin,
whichever is earlier, the RCOC will be responsible for the annual software support and maintenance
fee; and suppurrcusts-ferrserrvices provided by OCIT, (See the CRM Service Level Agreement
document for details.)
3.0 Project Team
A multi-discipline project team has been established to guide the implementation CRM for RC C. The
team consists of representation from RCOC and OCIT. In summary, individual roes and
responsibilities for the team iFIrILttrt .r1 follows:
Road Commission for Oakland County will be responsible for business requirements and wrflows,
documentation review, testing, quality assurance, and end-user training. David Evaricoe ‘Arill serve
as the RCOC's Project Manager. However, Issy Acre, the Director of DCS, would be the main
contact for operation and implementation questions and answers.
• Oakland County Department of Information Technology will be responsible for project
administration, technical strategy, server hardware and software environments, application
configuration, testing, and quality assurance. Sean Savage will serve as OCIT's Project Mapager.
4.0 Project Planning and Initial Phase
The County and RCOC will hold an initial project planning meeting to discuss a Detailed Project Plan
F.I age 2
for each phase of the CRM project that will be used to coordinate the schedule, staffing, milestones
and other resources needed to successfully complete the projeel destribed hereiii. This initial rbeeting
will provide the foundation and operational details for the implementation of the CRM module for use
by RCOC. The County will create a Detailed Project Plan for each phase of the RCOC CRM project
that will be used to coordinate resource allocations and milestones. The County will also e tablish
clear communication protocols that will be used by each member of the project team.
4.1 Detailed Project Plan Development
The County will develop a Detailed Project Plan in Clarity for each subsequent phase of the RCOC CRM
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.
The Detailed Project Plan will be maintained and updated on a regular basis by the Couqty 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.
4.2 Project Communications Plan
The County will develop a Project Communications Plan that will be used by the County any RCOC
during the entire term of the CRM 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 RCOC will participate in bi-weekly status meetings facilitated by the County Project Managr. The
County will. produce the minutes fiuii LFie meetinys.
The County Project Manager will produce a project management report that summarizes if
completed and updates to the Detailed Project Plan.
c work
4.3 Project Launch Meeting
The County will facilitate a Project Launch Meeting that wilr be used to review the initial Project Plan,
schedule, and Communications Plan.
4.4 Summary of Phase Deliverables
In summary, the following deliverables will be provided in Project Planning and Launch Phase:
• Detailed Project Plan for each of the project phases
• Communications Plan
• Project Launch Meeting
5.0 Configuration Phase
The Configuration Phase will define the configuration and testing requirements for the implen4ntation
of CRM for RCOC.
Fi.age I 3
5.1 RCOC CRM Configuration Gathering
DCS and the existing RCOC service request process will be used as a basis for the RCOC CRM
configuration requirements. As appropriate, the County will conduct meetings with members of the
RCOC staff to understand the content/functions of the existing system and processes, and the map
output and reporting needs of RCOC.
5.2 RCOC CRM Configuration Guide
The County will document the configuration necessary for RCOC to utilize CRM in the RCOC CRM
Configuration Guide. This guide will include the following:
• User Administration: defining organizational roles, system users, user groups, and ecurity
permissions.
• Service Requests: defining problem types and categories, customer account and citizen
information, and standard FAQ's.
5.3 User Acceptance Test Plan
The County will develop a User Acceptance Test Plan that will be used for acceptance of thii RCOC
CRM Application. The User Acceptance Test Plan will be based the approved Configuration Guide. The
plan will support user testing and post-implementation validation.
5.4 Prototype Environment Set Up
The County will set up a prototype environment (at the County Information Technology Building) to be
used for CRM testing and training. The County will be responsible for performing the installaton and
setup of all related hardware and software and provide ongoing technical support for this
environment. The County will test the connectivity of the application and ensure it is accessible prior
to user testing.
5.5 RCOC CRM Configuration
The County will use the RCOC CRM Configuration Guide to configure the CRM Application in the
prototype environment. The County will document any potential configuration changes it urlicovers
during the CRM Application configuration and provide ft to RCOC for review. After the configuration is
complete, the County will validate the system is ready for User Acceptance Testing and send out a
Notification of RedalltSS bkaifly ilia User Acceptance Testing can begin.
5.6 RCOC CRM Deployment Plan
The County will develop and document a RCOC CRM Deployment Plan that will detail the steps and
resources needed to successfully implement the RCOC CRM Application in a production environi i?ient.
5.7 Summary of Phase Deliverables
In summary, the following deliverables will be provided by the County in Configuration Phase:
• RCOC CRM Configuration Guide
• User Acceptance Test Plan
• Notification of Readiness
• RCOC CRM Deployment Plan
6.0 Testing Phase
The Testing Phase will establish a functional release of RCOC CRM in the prototype environment at the
County. This test release will be used to evaluate and validate the RCOC CRM config 1uration
requirements. If necessary the County will produce a revised RCOC CRM Con figuration Guide that
shall be used to implement the CRM Application in the production environment at the County.
6.1 User Acceptance Testing
RCOC shall use the User Acceptance Test Plan to execute User Tests, Upon completion, RC
provide written confirmation to the County that the User Acceptance Tests were successful.
C shall
6.2 Disaster Recovery Documentation
The County shall develop a backup/disaster recovery strategy for the RCOC CRM Application prior to
production deployment. The County shall complete the standard DR Tooikit templates for th RCOC
CRM Application.
6.3 Training
The County shall conduct up to 2 half-day CRM training sessions for RCOC with a maximum of 16
(-. participants in each session. The sessions will occui pt Iv LU LI It prolluction deployment of RC C CRM
at the County.
The County will provide classroom facilities, hardware, software, and sample data for the RCOC CRM
training sessions. The County and RCOC shall review and approve all training materials prior to the
start of CRM Training.
The County shall provide RCOC with the training material used in the sessions.
6.4 Service Desk Scripts and Knowledge Documents
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 c mmon
questions asked during the RCOC CRM training.
6.5 Summary of Phase Deliverables
In summary, the following deliverables will be provided in Testing Phase:
• Revised RCOC CRM Configuration Gu:de
• RCOC CRVI User Acceptance Tests
POge I 5
• RCOC CRM Disaster Recovery Toolkit
• RCOC CRM Training and Associated Materials
• RCOC CRM Service Desk Scripts and Knowledge Documents
7.0 Deployment Phase
The Deployment Phase will establish a functional reiease of the RCOC CRM Application in the
production environment. The tasks outlined below will support the implementation of the RCOC CRM
Application in a production environment.
7.1 Post-Implementation Validation
Rox will utilize the scripts in the User Acceptance Test Plan to capture live data in thp CRM
production environment. This activity will confirm that the RCOC CRM Configuration Guic ile was
implemented correctly and that the RCOC CRM Application is functioning and performing properly in
the production environment.
RCOC will be responsible for ensuring that CRM users are equipped with computers that meet the
minimum requirements set-forth in the Service Level Agreement.
Within one week after the deployment of CRM, RCOC will provide written confirmation that the post-
implementation validation was successful and Configuration Guide was implemented correctly.
7.2 Update of Documentation
OCIT will update any appropriate documentation to reflect any inconsistencies discovered during the
setup of the production environment.
7.3 Project Wrap-Up Meeting
OCTT and RCOC will participate in a Project Wrap-up Meeting to discuss the overall project su iccesses
and lessons learned. OCIT will oocument minutes from the meeting.
7.4 Summary 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
lage I 5
FISCAL NOTE (MISC.#08269) December 11,2008
BY: Finance Committee, Mike Rogers, Chairperson
IN RE: DEPARTMENT OF INFORMATION TECHNOLOGY — REQUEST FOR APPROVAL OF CAMS
CUSTOMER REQUEST MANAGEMENT AGREEMENT
To the Oakland County Board of Commissioners
Chairperson, Ladies and Gentlemen:
Pursuant to Rule XII-C of this Board, the Finance Committee has reviewed the above referenc d
resolution and finds:
1. The Department of Information Technology requests approval to enter into the CAMS Customer
Request Management Agreement with the Road Commission for Oakland County.
2. Miscellaneous Resolution #07293 approved the Collaborative Asset Management System project
and authorized maintenance/support costs to be shared with participating agencies.
3. The participating agency will be responsible for paying maintenance costs associated with
centralized equipment and agency equipment including wireless communication and GIS data
maintenance costs.
4. Support and maintenance costs identified within this agreement of the Road Commission of
Oakland County will include the annual software support fee for the use of the application at a not
to exceed amount of $70,000 per year for the first five years with the first payment due on the'
live' date or October 1, 2009, whichever is earlier.
5. Any incremental application support will be recognized as incidents reported to Informati n
Technology's Service Center and billed quarterly at the current development rate of $122/he
6. A budget amendment is recommended to the Information Technology Fund for FY 2009 a d
FY 2010 budget to authorize the agreement and increase revenues and expenses as follows:
INFORMATION TECHNOLOGY - 63600
Revenue
1080101-152000-635017 Outside Agencies $ -0- $ 70,000
Total Revenue $ -0- $ 70,000
Expense
1080201-152010-731780 Software Maintenance $ -0- $ 70,000
Total Expense $ -0- $ 70,000
FY 2009 FY 2010
FINANCE CO1ITTEEV1
....
FINANCE COMM I T TEE
Motion carried unanimously on a roll call vote with Potter
Coulter, Woodward and Greimel absent.
Resolution #08269 December 11, 2008
Moved by Rogers supported by Clark the resolutions (with fiscal notes attached) on the Consent Agenda
be adopted (with accompanying reports being accepted).
AYES: Burns, Clark, Coulter, Crawford, Douglas. Gershenson. Gingell, Gosselin, Gregor,
Greimel, Hatchett, Jacobsen, KowaII, Long, Middleton, Nash, Potts, Rogers, Scott, Specto ,
Woodward. Zack, Bullard. (23)
NAYS: None. (0)
A sufficient majority having voted in favor, the resolutions (with fiscal notes attached) on the Conserl
Agenda were adopted (with accompanying reports -being-accepted).
STATE OF MICHIGAN)
COUNTY OF OAKLAND)
I, Ruth Johnson, Clerk of the County of Oakland, do hereby certify that the foregoing resolution is a tru
and accurate copy of a resolution adopted by the Oakland County Board of Commissioners on December
11, 2008, 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 117h day of December, 2008.
eat
Ruth Johnson, County Clerk