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HomeMy WebLinkAbout07 - Interactive Voice Response SystemMeeting Date: February 13, 2001 Agenda Item No. CITY OF NEWPORT BEACH Administrative Services Department Resource Management • Fiscal Services • M.I.S. • Revenue • Accounting February 13, 2001 TO: MAYOR AND MEMBERS OF THE CITY COUNCIL FROM: Jay Elbettar, Building Director Glen Everroad, Revenue Manager SUBJECT: IMPLEMENTATION OF AN INTERACTIVE VOICE RESPONSE SYSTEM SUGGESTED ACTION: Direct the City Manager to sign the attached contractual agreement for installation of an Interactive Voice Response system in the amount of $105,595. Background In order to provide the highest quality customer services possible and improve employee efficiency staff investigated a variety of Interactive Voice Response (NR) systems. The proposed NR system would substantially improve the level of customer service provided by the Building and Administrative Services Departments. Customers would no longer be limited to the City's hours of operation for a variety of City services. NR would provide 24 -hour access to many business services routinely available only during business hours. Building Department customers would be able to record requests for applications, schedule building inspections, check inspection results, and receive fax and/or e-mail inspection results with the inspector's comments 24 hours a day by telephone or the Internet. Administrative Services Department customers would be able to access the three Pentamation -based databases on a 24 -hour basis. Customers would be able to access account information (e.g. account balances, payment status, due dates), record customer requests for routine service changes (e.g. start/stop service, credit card changes), record applications (e.g. business tax, permits), record requests for applications, and record telephonic payments. The system is also capable of providing an automated system for telephonic notification (out calling) of account status (e.g. past due payment balances). To select the best possible NR provider, staff prepared a Request For Proposals (RFP) and circulated it to eight potential service providers last September (list attached). Two providers responded to the request for proposals, and provided demonstrations of their products to Building, Management Information Systems and Revenue staffs. The RIP and both proposals are available for review at either the Building Department or the Revenue Division. The recommended provider, Tele -Works Incorporated, offered the best general proposal, satisfied the need of having the NR system integrate with the City's building permit (Sierra) and financial (Pentamation) software systems and also offered the best price, $105,595 versus $149,300. Tele -Works has an exclusive strategic alliance with Pentamation to provide an integrated NR system. In addition to the telephony programming articulated in the RFP, the Tele -Works proposal also included a telephony system programmed to allow our customers to interact with web -based applications, providing Internet access for our customers to the services and information described above. A more detailed description of the functionality, technical description, implementation schedule and pricing detail of the Tele -Works proposal is provided in the attached Scope of Work. Funding for this project was provided by the Council in the 2000 -2001 Capital hnprovement Project budget. Funding in the amount of $115,118 was budgeted for this type of software applications project. Jay Elbettar Building Director Attachments: NR Contractual Agreement RFP Mailing List Scope of Work Glen Everroad Revenue Manager CONTRACTUAL AGREEMENT To Furnish (Engineering, Consulting. Installation) Services The City of Newport Beach FOR THIS AGREEMENT, made and entered into this , 2001, between the City of Newport Beach, hereinafter called the "City ", and Tele- Works, Incorporated, hereinafter called the "Consultant" as follows: WHEREAS, the City wishes to implement an effective and reliable interactive telephone and web service for the City's Building Department, Utilities, Licensing, and Receivables Billing & Payment functions of Revenue Division; and WHEREAS, the City desires to engage the Consultant to render the professional consultation services described in this Agreement and the Consultant is qualified and willing tc perform such services; and WHEREAS, sufficient authority exists in charter and statute and sufficient funds have been budgeted forthese purposes and are available and other necessary approvals have been obtained; NOW, THEREFORE, in consideration of the mutual understandings and Agreements set forth, the City and the Consultant agree as follows: I. THE PROJECT The Project consists of: Tele- Works, Incorporated of Blacksburg. VA will provide a combination of hardware, software and services to enable Newport Beach Building Department to automate communication and scheduling according to their Feld inspection process. The system will also provide a Utility Billing Application to automate collections of Payments for Newport Beach Utility Services. The system will also provide a Licensing Application to automate the payment and Agreement, (" Project Services'). II. CONSULTANT'S SERVICES AND RESPONSIBILITIES The Consultant will provide the professional and technical talent and hardware, software, equipment and materials to provide said Project Services. III. CONSULTANT'S FEE & PAYMENT TERMS As full compensation for the Project Services described in this Agreement, the Consultant shall be paid a fee not to exceed $105,59500 Compensation will be paid according to the following terms: • 25% following Notice to Proceed /Contract Signing /at issuance of Purchase Order and commencement of work • 25% at delivery of Application # 1 (i.e. Building Inspections) • 15% at delivery of Application # 2 (i.e. Licensing) • 15% at delivery of Application # 3 (i.e. Utility Billing) • 15% at delivery of Application # 4 (i.e. Receivables) • 5% upon completion of all Project Services Project Services events associated with these payment terms can be found in the Implementation Schedule & Project Timeline detailed in Attachment B of this contract. IV. COMMENCEMENT & COMPLETION OF PROJECT SERVICES The Consultant understands and agrees that time is an essential requirement of this Agreement. The Project Services shall be completed as soon as good practice and due diligence will permit. In any event, the Project Services shall be completed within eight months after the Consultant receives notice to proceed, exclusive of time lost or due to delays beyond the control of the Consultant including development of integration procedures by third parties. V. TERMINATION A. This Agreement may be terminated by either party upon fifteen (15) days prior written notice to the other party in the event of a substantial failure by the other party to fulfill its obligations under this Agreement through no fault of the terminating party. B. This Agreement may be terminated by the City for its convenience upon fifteen (15) days prior written notice to the Consultant. C. In the event of termination as provided in this Article, the City shall pay the Consultant in full for Project Services performed from the date of the contract through to the notice of termination plus any Project Services the City deems necessary during the notice period. Said compensation shall be paid upon the Consultant's delivering or otherwise making available to the City all data, drawings, specifications, reports, estimates, summaries and such other information and materials as may have been accumulated by the Consultant in performing the Project Services included in this Agreement, whether completed or in progress. VI. INSURANCE During the course of the Project Services, the Consultant shall maintain Workmen's Compensation Insurance in accordance with the Workmen's Compensation laws of the State of Virginia, and Comprehensive General Liability of $4,000,000 aggregate /$2,000,000 per occurrence. The City will be an additional insured under the Consultant's Workmen's Compensation and Comprehensive General Liability coverages. If requested by the City, the Consultant shall provide proof of insurance with certificates, naming City as additionally insured, of insurance to the City as evidence of compliance with this paragraph. VII. EQUAL EMPLOYMENT OPPORTUNITY In connection with the execution of this Agreement, the Consultant shall not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, or disability. Such actions shall include, but not be limited to the following: employment; upgrading, demotion or transfer; recruitment or recruitment advertising; layoff or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship. VIII. PROHIBITED INTEREST A. The Consultant agrees that it presently has no interest and shall not acquire any interest, direct or indirect, which would conflict in any manner or degree with the performance of its services hereunder. The Consultant further agrees that in the performance of the Agreement, no person having any such interests shall be employed. B. No official or employee of the City shall have any interest, direct or indirect, in this Agreement or the proceeds thereof. IX. GENERAL PROVISIONS A. Independent Contractor. In the performance of the Project Services, the Consultant shall act as an independent contractor and not as agent of the City except to the extent the Consultant is specifically authorized to act as agent of the City. B. Books and Records. The Consultant's books and records with respect to the Project Services and reimbursable costs shall be kept in accordance with recognized accounting principles and practices, consistently applied, and will be made available for the City's inspection at all reasonable times at the places where the same may be kept. The Consultant shall not be required to retain such books and records for more than three (3) years after completion of the Project Services. C. Ownership of Documentation. All customized plans, drawings, specifications and the like relating to the said Project Services shall be the joint property of the City and Consultant. Upon completion of the Project Services, or at such other time as the City may require, the Consultant shall deliver to the City a complete set of materials and such a reasonable number of copies as the City may request. D. Responsibility; Liabili . 1. Professional Liabili . The Consultant shall exercise in its performance of the Project Services the standard of care normally exercised by nationally recognized organizations engaged in performing comparable services. The Consultant shall be liable to the City for any loss, damages or costs incurred by the City for the repair, replacement or correction of any part of the Project which is deficient or defective as a result of any failure of the Consultant to comply with this standard. 2. Indemnification. The Consultant shall indemnify and hold harmless the City and its agents and employees from and against all claims, damages, losses and expenses, including but not limited to attorneys' fees, arising out of or resulting from the performance of the Project Services, provided that any such claim, damage, loss or expense (1) is attributable to bodily injury, sickness, disease or death, or to injury to or destruction of tangible property (other than the Project itself) including the loss of use resulting therefrom, and (2) is caused in whole or in part by any negligent act or omission of the Consultant, any subcontractor of the Consultant, anyone directly or indirectly employed by any of them or anyone for whose acts any of them may be liable. Such obligation shall not be construed to negate, abridge, or otherwise reduce any other right or obligation of indemnity, which would otherwise exist as to any party or person, described in this paragraph D.2. In any and all claims against the City or any of its agents or employees by any employee of the Consultant, any subcontractor of the Consultant, anyone directly or indirectly employed by any of them or anyone for whose acts any of them may be liable, the indemnification obligation under this paragraph D.2 shall not be limited in any way by any limitation on the amount or type of damages, compensation or benefits payable by or for the Consultant or any subcontractor under workers' or workmen's compensation acts, disability benefit acts or other employee benefit acts. In the event it becomes necessary for the City to bring an action to enforce any provision of this Agreement or to recover any damages the City may incur as a result of the breach of this Agreement, including, but not limited to defective work, and the City prevails in such litigation, the Consultant shall pay the City its reasonable attorney fees as determined by the Court. E. Communications. All communications relating to the day - to-day activities for the Project shall be exchanged between the respective Project representatives of the City and the Consultant who will be designated by the parties promptly upon commencement of the Project Services. All other notices and communications in writing required or permitted hereunder shall be delivered personally to the respective representatives of the City and the Consultant set forth below or shall be mailed by registered mail, postage prepaid, return receipt requested to the parties at their addresses shown herein. Notices hereunder shall be effective ten (10) days after mailing. F. Assignment. The Consultant shall not assign this Agreement in whole or in part, including the Consultants right to receive compensation hereunder, without the prior written consent of the City; provided, however, that such consent shall not be unreasonably withheld with respect to assignments to the Consultants affiliated or subsidiary companies, and provided, further, that any such assignment shall not relieve the Consultant of any of its obligations under this Agreement. This restriction on assignment includes, without limitation, assignment of the Consultant's right to payment to its surety or lender. G. Applicable Laws. This Agreement, and all questions concerning the execution, validity or invalidity, capacity of the parties, and the performance of this Agreement, shall be interpreted in all respects in accordance with the Charter and Code of the City of Newport Beach and the laws of the State of California. H. Entire Agreement. This Agreement shall constitute the entire agreement between the parties hereto and shall supersede all prior contracts, proposals, representations, negotiations and letters of intent, whether written or oral, pertaining to the Project Services unless otherwise specifically stated herein. IN WITNESS WHEREOF, the parties have caused this Agreement to be executed by their duly authorized officers on the date first appearing above. Entered into this 14th day of February, 2001. TELE - WORKS, INCORPORATED Joan Nelson Chief Executive Officer ADDRESS: Tele- Works, Incorporated 210 Prices Fork Road, Suite C P.O. Box 663 Blacksburg, VA 24063 ATTEST: ,(Print/type name) DiATeleworks contract CITY OF NEWPORT BEACH Homer Bludau City Manaqer ADDRESS: City of Newport Beach P.O. Box 1768 Newport Beach, CA 92658 ATTEST: Title APPROVED AS TO LEGAL FORM By Title IVR RFP MAILING LIST Selectron Inc 7225 SW Bonita Road Portland, Oregon 92"224 Attention: David Faye HTE; Inc 1000 Business Center Drive Lake Mary, Fl 327}6 Attention: Sheri Johnson Tele- Works, Inc PO Box 663 Blacksburg, VA 2406' ) Attention: Steven T. Crutchfield Missing Link NAS. Inc 11 High Street Suffield, CT 06078 Attention: John Daves Syntellect PO Box 543 Yorba Linda, Ca 92885 Attention: Patti Bishop GTE Communications 32 Executive Park Suite 150 Irvine, Ca 92614 Attention: Molly Sivongsay VoDavi -CT Communication 7241 Springhave Lane Pilot Hill, Ca 93664 Attention: Dennis Kondo AVT Computer Telephony Products Group 1 1410 NE 122 "d Way PO Box 97025 Kirkland, WA 98083 -9725 Attention: Lee Williams J_ "`� TELE- WORKS, INCORPORATED PROJECT SERVICES TELE -WORKS VOICE RESPONSE SOLUTION INTERACTIVE TELEPHONE & WEB PROGRAMMING Introduction: This scope of work is based on the RFP submitted by Newport Beach, California for an Interactive Voice Response System, hereinafter called the "Solution ", and Tele- Works, Incorporated of Blacksburg, Virginia. The notice to proceed from the RFP /Response and negotiations includes components to be incorporated into the project and be the basis for this Scope of Work. These components are as follows: • 20 -Port Digital Line Base System • Building Inspection Application • Utility Billing Application • Licensing Application • Receivables Application System Information • 16 -Port TVR License • e- Processing Credit Card Module • Call Transfer • Call -Out • Print Capture Tele- Works, Incorporated of Blacksburg, VA will provide a Solution developed with a combination of hardware, software and services to be installed and serviced at the City of Newport Beach. The Solution will reside on a scalable, upgradeable and multifunctional computer telephony platform (see details below), be networked to the City's LAN, and integrate with the City's telephone system, back office data solutions and the internet network. The Solution shall be accessible via a WindowsNT GUI interface and administration utility on the system through a password protected administrator log -on procedure. The system will be programmed to allow citizens and customers to interact with the web -based applications described below. For telephone interactions, 16 simultaneous and dynamically allocated interactive sessions are provided within this contract (via Tele -Works Voice Response Licensing Software) with a 20 -port system configuration and provide integrated Fax -on- Demand services. In addition, TVR licensing provides sixteen (16) concurrent text -to- speech instances for web -based information that is not natural voice recorded. TVR will offer customers telephone input capabilities, allowing the telephone user to submit information to the web for the purposes of navigation (following links), scheduling inspections (filling of form), or for sending messages (voice file attachment to e- mail). The Solution also includes Call Transfer, Call -Out and Print Capture functionality. Application Development: Tele- Works, Inc. is to develop, using open programming, the following application services (detailed below) and will be available through the Solution. These applications include Building Inspections, Utility Payment, Licensing Payment and Receivables Payment. These application services, using convergent technology via Tele -Works Voice Response or TVR, will provide dynamic and interactive information services via the telephone and in a web -based environment. Telephone users will use any touchtone telephone to access the applications by dialing a local phone number. Personal computer users will access the applications by connecting to the Internet via their ISP and using a standard World Wide Web Browser interface (Netscape, Internet Explorer). Building Inspection Application: The Solution will provide a Building Inspection Application and will integrate with the City's Accella database. The primary purpose of the Building Inspection Application is to provide the City of Newport Beach Building Department a service to automate communication according to their field inspection process. The application will allow customer to access building department information and services, schedule building inspections, cancel inspections, access inspection results, etc ... and otherwise function as defined in the RFP submitted by Newport Beach for IVR services. Utility Billing Application: The Solution will provide a Utility Billing Application and will integrate with the Citys SUNGARD Pentamation OPEN SERIES ACIS Utility Database. The primary purpose of the Utility Billing Application is to automate billing collections of municipal utility services through a web and voice portal e- Commerce service. The application will be accessible via telephone and web and allow customers to access accounts, view history, and settle balances using the e- Processing Module (described below). Licensing Application: The Solution will provide a Licensing Application and will integrate with the City's SUNGARD Pentamation OPEN SERIES Licensing Database. The primary purpose of the Licensing Application is to automate municipal licensing and payment services through a web and voice portal e- Commerce service. The application will be accessible via telephone and web and allow customers to renew and pay for municipal licenses using the included e- Processing Module. Receivables Application: The Solution will provide a Receivables Application and will integrate with the City's SUNGARD Pentamation OPEN SERIES Receivables Database. The primary purpose of the Receivables Application is to automate collections of municipal receivables through a web and voice portal e- Commerce service. The application will be accessible via telephone and web and allow customers to renew and pay for municipal services using the included e- Processing Module. The applications will offer comprehensive and secure services by integrating with the City's back - office data solutions via e- AccessGOV integrations, available Application Programmer Interface (API), open data exchange standards, whichever the City and Contractor deem most advantageous for application programming and development. e- Processing Module: The applications described above will also integrate with the included e- Processing Module. This module is responsible for secure transactions, account verification, and the authorization of payments from customer cardholder financial institutions to the City of Newport Beach's Merchant Account using an industry leader in e- Processing Software (CyberCash). Payment amounts will be reserved for the City of Newport Beach upon authorization of payment, and will be transferred in batch amounts from cardholder accounts to the City's Merchant Account. Simultaneously, upon payment authorization notification of payment will be routed back through the application and will be posted to the associated data host for the transaction. Hardware & Software: Tele -Works systems are industrial grade passive backplane computers and use industry standard, non - proprietary devices. The system architecture allows for the CPU to reside on a card, which resides in one of the slots on the backplane computer. This configuration allows for CPU upgrades in the future without a requiring a new chassis. The hardware chassis boasts heavy -duty steel construction with rack - mountable options, shock - resistant drive cages, adjustable hold -down clamps for ISA/PCI cards and other fault resilient features that support continual operation. Also included is one TW- Dialog24 digital voice board (1 Card = 24 Ports), TW- GammaLink fax modems (for one inbound and one outbound fax -on- demand on fax enabled systems), and ACTS v4.x software. One 3.5" disk drive, one 40X CD -ROM drive, and one HT -T3000 Backup Tape Drive will be installed. Specific instructions for system tape and disk backup are provided in both the training classes and in the user manual. Additional instructions are available through Tele- Works' unlimited technical telephone support (included with warranty and current maintenance agreement) and Operations Manual. Physical /Environment: Dimensions (WxDxHx) 19 "x20"x7" 482.6mmx508mmx177.8mm Operating Temperature range: 0 C (32F) to 50 C (122 F) Relative humidity: 5% to 95 %, non - condensing Hardware Features /Components: (1) Industrial grade, rack mountable chassis - passive backplane platform computer (2) Intel Pentium III 600MHZ Processor (3) 256 MB RAM (4) Two (2) 8.4 GB IDE hard drives (over 500 hours of voice storage, & up to 8,950 pages of FAX documents) for RAID storage. (5) IDE RAID Controller (mirrors activity on both hard drives for increased fault tolerance) (6) 9 ISA, 4PCI and 1CPU slot(s) (7) 40X CD -ROM Drive (8) 4 GB (8 GB compressed) internal streaming tape drive (9) Epson 440 InkJet Printer (10) APC Back -UPS 300 (11) SVGA Monitor (12) 101 enhanced key keyboard (13) PS /2 Mouse (14) All interface cable Voice Board Detail: The system as bid shall use TW- Dialog24 digital voice boards (manufactured by Dialogic Corporation of Parsippany, New Jersey), which have superior ratings in performance for tone level detections, minimum tone duration and interdigit delay. The TW- Dialog4 also has the lowest susceptibility to "talk off' in the industry, and leading -edge DTMF cut - through capability (to account for a variety of different line levels, static and echo conditions, and DTMF tone length requirements). The detailed operational and performance characteristics of the proposed system relative to DTMF signaling and registration are as follows: Min -max level per tone ................. Minimum tone duration ................ Interdigit delay (same digit) .......... Interdigit delay (different digit) ...... Talk off: Bellcore TR- TSY- 00763' -33 to -3 dBm ......... .............................40 ms ......... .............................40 ms ........ ..............................0 ms .......... ............................ <20 hits TR -TSY -00763 is a standard Bellcore test tape containing 3 hours of recorded voices known to cause talk off. One hit means that the board interpreted voice frequencies as a DTMF digit. • Printer: (1) Epson Ink -Jet printer • Uninterruptable Power Supply (UPS): (1) APC battery backup (capable of up to 20 minutes of power to the system after power failure) • Network Interface Card (NIC): 3COM Etherlink 10/100 PCI UTP- Provided for connection of proposed system to the City's local area network. The ACIS is designed as a stand -alone system, as well as a networked solution. (Note: Tele -Works will not be responsible for any problems associated with the City's network or the Tele -Works ACIS as a result of network based problems). • Streaming Tape Drive: The proposed systems include a Seagate 8GB IDE streaming tape drive for content back up. Other Software Components: (Current version numbers. Minor releases (4.x) are provided to all users under maintenance or warranty) • Automated Citizens Information System (ACTS) — version 4.6.7 • Tele -Works Fax Server — version 1.2.3 • Tele -Works Line Monitor — version 1.2.8 • Automated Text Information Communicator— version 4.0.3 (TDD Access Module) • Database Utility — version 4.0.7. Interacts with a Microsoft database that is used to store all message specific data in addition to statistics tracking. (Auto archived on a monthly basis) • Application Development Tools and Platforms: Artisoft Telephony Tools for voice control. Dialogic 98.02 Voice Board Drivers, GammaFax 2.1 Fax Card Drivers • Operating System: The proposed Tele -Works system takes advantage of the robust WindowsNT TM Workstation Ver. 4 operating system. • Protocols and Standards Supported: All WindowsNTTM supported Networking Protocols • Co- Session —version 8.1.3 (for remote maintenance services) Services: Tele -Works will provide the Government with the necessary programming & consultation services to comply with the contract and ensure Solution Deployment. Tele -Works will provide a one -year warranty and licensing on all materials and labor, which will include the integration with the host, but does not include services necessary due to changes to the host. After the first year warranty, the City can choose to extend the warranty and licensing via the terms as indicated below: Warranty and Maintenance: Your first year of warranty on the base system is included with purchase. If options are added, then the maintenance price is based on price of the base system, plus the price of the options. If system options are procured incrementally, additional costs are not added to maintenance until the following term. Extended warranties are available through optional maintenance agreements calculated at either 15% (year -to- year), or at 10% (multi -year) of the total cost ($ 105,595) of the system less TVR licensing costs ($ 13,975). Thus, your maintenance options are based on $ 91,620. Year -to -Year (15% of $ 91,620) maintenance contract option is available: $ 13,700 Multi -year terms (10% of $ 91,620) including the warranty period are: 3 -Year Term: $ 18,300; 4 -Year Term: $ 27,500; 5 -Year Term: $ 36,600 Mandatory Annual TVR Licensing: TVR Licensing is paid annually, following the first year licensing, which is included in your purchase. Licensing is based on 15% of the TVR / Text Parser price and the number of TVR enabled (licensed) ports. For the proposed project, $ 13,975 represents the TVR software and 16- active ports. Thus, your annual licensing contract is: $ 2,100 Tele -Works will provide complete installation, training and documentation. Tool Kits: To satisfy the City's request for productivity tools the following user functions are supported by Tele -Works provided Tool Kits. Prompt Script Editor: Native functionality built into the ACIS and TVR systems are telephone - based administration tools. Administrators simply call into the system and select the TVR application they desire to administrate. The system's administrative programming will playback the series of application scripts and allow the administrator to manipulate the scripts using the phone and a menu of administrator choices that coorespond to functions programmed into the touchtone keypad. A printed list of the natural voice audio prompts can be generated to help facilitate phone -based administration to these scripts (see below). Telephone Call -Flow: Tele -Works will provide our programmed Software Development Kit (SDK) that allows the system administrator to follow the course of a telephone enabled web application. The software simulates the telephone application call -flow through a PC, and provides the administrator an actual testing source for the development and editing of a phone - enabled web application. The application phrases, that might be presented in recorded voice, or in text -to- speech, can be printed out to assist in the in -house adjustment of scripts (see above). Programming Languages: The Web programming and development that dictates the function of e- government services, such as the proposed Water— Utility Application, will be programmed in Perl, a standard open programming language. This language is free of licensing costs and may be obtained at the following sites: For Windows based systems: www.activestate.com For all other Operating Systems: www.perl.com The Perl language by itself is not a Software Development Kit. UltraEdit is an available Perl programming toolkit. UltraEdit is a disk -based editor with a 16 -Bit version for Windows 3.x and a 32 -Bit version for Windows NT and Windows 95 (not Win32s). It includes useful features including a Perl WordFile for Pert syntax highlighting. UltraEdit and retails for approximately $30. For UltraEdit information: www.ultraedit.com AflC1Cf+!'!1� LD i TELE- WORKS, INCORPORATED IN PLEMENTATION SC[EDULE & PROJECT TIME LINE Step ACIS TVR Approximate Time: 30 days Approximate Time: 30 days • Notice to Proceed; Invoice for 35% Notice to Proceed; Invoice for 35% of Total Step 1 of Total Begin TVR Application Dialogue • Access the CSC or consult Application Research /Consultation Implementation Manual Initial Installation Discussion • Assist in 3rd Party Integration (if required) Approximate Time: 60 days Approximate Time: 60 -120 days • Application Development • Complete Scriptware0 Selections • Provide data /test environment Step 2 ' Customize Scriptware© • Consult Tele -Works travel schedule for • Submit Customized Scriptware© installation dates available for Professional Recording • Government: Arrange for phone -line • System Configuration installation • System Configuration Approximate Time: 45 days Approximate Time: 60 days • System Installation, On -Site Finalize Application Development Testing, Training, and Documentation; Invoice for 550/c ' System Installation, On -Site Testing, Training, Step 3 of Total and Documentation; Invoice for 55% of Total • On -site Testing/Training • On Site Testing/Training • Professional Recording Services Remote Diagnosis Testing • Marketing Services Apply Initial Change Orders Approximate Time: 30 days Approximate Time: 30 days • Deliver all Content • Accept Initial Change Orders Step 4 • Deliver all Marketing • Supply Final Change Orders • Final Acceptance; Invoice final 10% • Accept Final Change Orders of Total 9 TVR Project Completion