HomeMy WebLinkAbout2019-02-26; City Council; Resolution 2019-022RESOLUTION NO. 2019-022
A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF CARLSBAD,
CALIFORNIA, APPROVING AN AGREEMENT TO PROVIDE SOFTWARE LICENSE
SERVICES AND UPGRADING FROM EXISTING N. HARRIS UTILITIES
SOLUTIONS PUBS APPLICATION WITH NORTHSTAR UTILITIES SOLUTIONS 6.4
APPLICATION IN AN AMOUNT NOTTO EXCEED $683,384.
Exhibit 1
WHEREAS, the City Council of the City of Carlsbad, California has determined that the current
versions of the Public Utility Billing Software (PUBS) and eCARe bill presentment software for Carlsbad
Municipal Water District's (CMWD) utilities billing process are in need of upgrades to the most current
versions; and
WHEREAS, Northstar Utilities Solutions, an indirect subsidiary of N. Harris Computer
Corporation, will provide the implementation technical services required and supply software licensing
for release of Northstar 6.4 utilities billing software and Customer Connect 6 bill presentment software;
and
WHEREAS, the budget to procure the implementation services, and the first year of licensing
for the utilities billing and bill presentment software is available; and
WHEREAS, the budget for the second through fourth year of licensing for the utilities billing and
bill presentment software will be included in the annual budget processes for the fiscal years 2019-
2020 through 2021-2022.
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Carlsbad, California, as
follows:
1. That the above recitations are true and correct.
2. That the authorization to execute an agreement to provide implementation services,
and software licensing for Northstar 6.4 and Customer Connect 6 from Northstar
Utilities Solutions in an amount not to exceed $683,384, is approved and the City
Manager or his designee is authorized to execute the agreement (attached hereto as
Attachment A) on behalf ofthe City of Carlsbad.
3. That funding for implementation services and the first year of licensing for the utilities
billing and bill presentment software is in the fiscal year 2018-2019 operating budget of
the various departments and the funding for succeeding years' licensing for the utilities
February 26, 2019 Item #2 Page 6 of 178
Exhibit 1
billing and bill presentment software will be brought forth with future budget submittals
for consideration and approval.
PASSED, APPROVED AND ADOPTED at a Regular Meeting of the City Council of the City of
Carlsbad on the 26th day of February 2019, by the following vote, to wit:
AYES:
NOES:
ABSENT:
Hall, Blackburn, Bhat-Patel, Schumacher, Hamilton.
None.
None.
February 26, 2019 Item #2 Page 7 of 178
MASTER AGREEMENT FOR UTILITY BILLING SYSTEM AND BILL PRESENTMENT
SYSTEMS UPGRADES
N. HARRIS COMPUTER SYSTEMS DBA NORTHSTAR UTILITIES SOLUTIONS
THIS AGREEMENT is made and entered into as of the / I .J.L_ day of
'ir7(,(,M,t, , 20Jj_, by and between the CITY OF CARLSBAD, a municipal
corporation, ("CITY"), and N. HARRIS COMPUTER SYSTEMS dba NORTHSTAR UTILITIES
SOLUTIONS (Northstar), an Ontario, Canada corporation, hereinafter referred to as "Contractor."
RECITALS
A. CITY requires the professional services of a professional services vendor that is
experienced in upgrading the Harris PUBS 5.2.19 utility billing system.
B. The professional services are required on a non-exclusive, project-by-project
basis.
C. Contractor has the necessary experience in providing professional services and
advice related to upgrading the Harris PUBS 5.2.19 utility billing system to the Northstar 6.4 billing
system.
D. Contractor has submitted a proposal to CITY and has affirmed its willingness and
ability to perform such work.
NOW, THEREFORE, in consideration of these recitals and the mutual covenants
contained herein, CITY and Contractor agree as follows:
1. SCOPE OF WORK
CITY retains Contractor to perform, and Contractor agrees to render, those services (the
"Services") that are defined in attached Exhibit "A", which is incorporated by this reference in
accordance with this Agreement's terms and conditions.
Contractor's obligations with respect to any project granted to Contractor under this Agreement
will be as specified in the Task Description for the project (see paragraph 5 below).
2. STANDARD OF PERFORMANCE
While performing the Services, Contractor will exercise the reasonable professional care and
skill customarily exercised by reputable members of Contractor's profession practicing in the
Metropolitan Southern California Area, and will use reasonable diligence and best judgment
while exercising its professional skill and expertise. EXCEPT AS EXPRESSLY SET FORTH
ABOVE, THE SERVICES ARE PROVIDED "AS IS," AND PROVIDER MAKES NO (AND
HEREBY DISCLAIMS ALL) OTHER WARRANTIES, REPRESENTATIONS, OR CONDITIONS,
WHETHER WRITTEN, ORAL, EXPRESS, IMPLIED OR STATUTORY, INCLUDING ANY
IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, NONINFRINGEMENT, OR FITNESS
FOR A PARTICULAR PURPOSE. FURTHER, IN NO EVENT WILL ANY LIABILITY OF
CONTRACTOR TO CITY UNDER THIS AGREEMENT, WHETHER IN TORT OR CONTRACT,
EXCEED AMOUNTS PAID BY CITY TO CONTRACTOR HEREUNDER.
3. TERM
The term of this Agreement will be effective from the date first above written to September 30,
2022. The City Manager of CITY ("City Manager") may amend the Agreement to extend it for one
additional three-year periods or parts thereof. Extensions will be based upon a satisfactory review
February 26, 2019 Item #2 Page 8 of 178
of Contractor's performance, CITY needs, and appropriation of funds by the CITY Council. The
parties will prepare a written amendment indicating the effective date and length of the extended
Agreement.
4. PROGRESS AND COMPLETION
The work for any project granted to Contractor pursuant to this Agreement will begin within ten
(10) days after receipt of notification to proceed by CITY and be completed within the time
specified in the Task Description for the project (see paragraph 5 below). Extensions of time for
a specific Task Description may be granted if requested by Contractor and agreed to in writing
by the City Manager (or designee). The City Manager (or designee) will give allowance for
documented and substantiated unforeseeable and unavoidable delays not caused by a lack of
foresight on the part of Contractor, or delays caused by CITY inaction or other agencies' lack of
timely action. In no event shall a specific Task Description exceed the term of this Agreement.
5. COMPENSATION
The cumulative total for all projects allowed pursuant to this Agreement will not exceed six
hundred thirty-eight thousand three hundred eighty-four dollars ($638,384) per agreement year.
If the CITY elects to extend the Agreement, the amount for each annual extension shall not
exceed ninety-five thousand dollars ($95,000) per Agreement year. Fees will be paid on a project-
by-project basis and will be based on Contractor's Schedule of Rates specified in Exhibit "A". Prior
to initiation of any project work by Contractor, CITY shall prepare a Project Task Description and
Fee Allotment (the "Task Description") which, upon signature by both Contractor and CITY, via
the City Manager (or designee), will be considered a part of this Agreement. The Task Description
will include a detailed scope of services for the particular project being considered and a statement
of Contractor's fee to complete the project in accordance with the specified scope of services.
The Task Description will also include a description of the method of payment and will be based
upon an hourly rate, percentage of project complete, completion of specific project tasks or a
combination thereof.
6. STATUS OF CONTRACTOR
Contractor will perform the Services in Contractor's own way as an independent contractor and
in pursuit of Contractor's independent calling, and not as an employee of CITY. Contractor will be
under control of CITY only as to the result to be accomplished, but will consult with CITY as
necessary. The persons used by Contractor to provide services under this Agreement will not be
considered employees of CITY for any purposes.
The payment made to Contractor pursuant to the Agreement will be the full and complete
compensation to which Contractor is entitled. CITY will not make any federal or state tax
withholdings on behalf of Contractor or its agents, employees or subcontractors. CITY will not be
required to pay any workers' compensation insurance or unemployment contributions on behalf
of Contractor or its employees or subcontractors. Contractor agrees to indemnify CITY within
thirty (30) days for any tax, retirement contribution, social security, overtime payment,
unemployment payment or workers' compensation payment which CITY may be required to make
on behalf of Contractor or any agent, employee, or subcontractor of Contractor for work done
under this Agreement. At CITY's election, CITY may deduct the indemnification amount from any
balance owing to Contractor.
7. SUBCONTRACTING
Contractor will not subcontract any portion of the Services without prior written approval of CITY.
If Contractor subcontracts any of the Services, Contractor will be fully responsible to CITY for the
Page 2 February 26, 2019 Item #2 Page 9 of 178
acts and omissions of Contractor's subcontractor and of the persons either directly or indirectly
employed by the subcontractor, as Contractor is for the acts and omissions of persons directly
employed by Contractor. Nothing contained in this Agreement will create any contractual
relationship between any subcontractor of Contractor and CITY. Contractor will be responsible
for payment of subcontractors. Contractor will bind every subcontractor and every subcontractor
of a subcontractor by the terms of this Agreement applicable to Contractor's work unless
specifically noted to the contrary in the subcontract and approved in writing by CITY.
8. OTHER CONTRACTORS
The City reserves the right to employ other Contractors in connection with the Services.
9. INDEMNIFICATION
Contractor agrees to indemnify and hold harmless the CITY and its officers, officials, employees
and volunteers from and against all claims, damages, losses and expenses including attorneys
fees arising out of the performance of the work described herein caused by any negligence,
recklessness, or willful misconduct of the Contractor, any subcontractor, anyone directly or
indirectly employed by any of them or anyone for whose acts any of them may be liable.
The parties expressly agree that any payment, attorney's fee, costs or expense CITY incurs or
makes to or on behalf of an injured employee under the CITY's self-administered workers'
compensation is included as a loss, expense or cost for the purposes of this section, and that this
section will survive the expiration or early termination of this Agreement.
10. INSURANCE
Contractor will obtain and maintain for the duration of the Agreement and any and all
amendments, insurance against claims for injuries to persons or damage to property which may
arise out of or in connection with performance of the services by Contractor or Contractor's
agents, representatives, employees or subcontractors. The insurance will be obtained from an
insurance carrier admitted and authorized to do business in the State of California. The insurance
carrier is required to have a current Best's Key Rating of not less than "A-:VII"; OR with a surplus
line insurer on the State of California's List of Approved Surplus Line Insurers (LASLI) with a rating
in the latest Best's Key Rating Guide of at least "A:X"; OR an alien non-admitted insurer listed by
the National Association of Insurance Commissioners (NAIC) latest quarterly listings report.
10.1 Coverage and Limits.
Contractor will maintain the types of coverage and minimum limits indicated below, unless the
Risk Manager or City Manager approves a lower amount. These minimum amounts of coverage
will not constitute any limitations or cap on Contractor's indemnification obligations under this
Agreement. CITY, its officers, agents and employees make no representation that the limits of
the insurance specified to be carried by Contractor pursuant to this Agreement are adequate to
protect Contractor. If Contractor believes that any required insurance coverage is inadequate,
Contractor will obtain such additional insurance coverage, as Contractor deems adequate, at
Contractor's sole expense. The full limits available to the named insured shall also be available
and applicable to the CITY as an additional insured.
10.1.1 Commercial General Liability (CGL) Insurance. Insurance written on an
"occurrence" basis, including personal & advertising injury, with limits no less than $2,000,000 per ·
occurrence. If a general aggregate limit applies, either the general aggregate limit shall apply
separately to this projecUlocation or the general aggregate limit shall be twice the required
occurrence limit.
Page 3 February 26, 2019 Item #2 Page 10 of 178
10.1.2 Automobile Liability. (if the use of an automobile is involved for Contractor's work
for City). $2,000,000 combined single-limit per accident for bodily injury and property damage.
10.1.3 Workers' Compensation and Employer's Liability. Workers' Compensation limits as
required by the California Labor Code. Workers' Compensation will not be required if Contractor
has no employees and provides, to City's satisfaction, a declaration stating this.
10.1.4 Professional Liability. Errors and omissions liability appropriate to Contractor's
profession with limits of not less than $1,000,000 per claim. Coverage must be maintained for a
period of five years following the date of completion of the work.
10.2 Additional Provisions. Contractor will ensure that the policies of insurance required under
this Agreement contain, or are endorsed to contain, the following provisions:
10.2.1 The City will be named as an additional insured on Commercial General Liability
which shall provide primary coverage to the CITY.
10.2.2 Contractor will obtain occurrence coverage, excluding Professional Liability, which
will be written as claims-made coverage.
10.2.3 This insurance will be in force during the life of the Agreement and any extensions
of it and will not be canceled without thirty (30) days prior written notice to CITY sent by certified
mail pursuant to the Notice provisions of this Agreement.
10.3 Providing Certificates of Insurance and Endorsements. Prior to CITY's execution of this
Agreement, Contractor will furnish certificates of insurance and endorsements to CITY.
10.4 Failure to Maintain Coverage. If Contractor fails to maintain any of these insurance
coverages, then CITY will have the option to declare Contractor in breach, or may purchase
replacement insurance or pay the premiums that are due on existing policies in order to maintain
the required coverages. Contractor is responsible for any payments made by CITY to obtain or
maintain insurance and CITY may collect these payments from Contractor or deduct the amount
paid from any sums due Contractor under this Agreement.
10.5 Submission of Insurance Policies. CITY reserves the right to require, at any time, complete
and certified copies of any or all required insurance policies and endorsements.
11. BUSINESS LICENSE
Contractor will obtain and maintain a City of Carlsbad Business License for the term of the
Agreement, as may be amended from time-to-time.
12. ACCOUNTING RECORDS
Contractor will maintain complete and accurate records with respect to costs incurred under this
Agreement. All records will be clearly identifiable. Contractor will allow a representative of CITY
during normal business hours to examine, audit, and make transcripts or copies of records and
any other documents created pursuant to this Agreement. Contractor will allow inspection of all
work, data, documents, proceedings, and activities related to the Agreement for a period of three
(3) years from the date of final payment under this Agreement.
Page 4 February 26, 2019 Item #2 Page 11 of 178
13. OWNERSHIP OF DOCUMENTS
All work product produced by Contractor or its agents, employees, and subcontractors pursuant
to this Agreement is the property of CITY. In the event this Agreement is terminated, all work
product produced by Contractor or its agents, employees and subcontractors pursuant to this
Agreement will be delivered at once to City. Contractor will have the right to make one (1) copy
of the work product for Contractor's records.
14. COPYRIGHTS
Contractor agrees that all copyrights that arise from the services will be vested in CITY and
Contractor relinquishes all claims to the copyrights in favor of CITY.
15. NOTICES
The name of the persons who are authorized to give written notice or to receive written notice
on behalf of CITY and on behalf of Contractor under this Agreement.
For CITY:
Name Brent Gerber
Title Sr. Management Analyst
Dept Information Technology
Address 1635 Faraday Ave
Carlsbad, CA 92008-7314
Phone 760-602-2498
For Contractor:
Name Steve Morris
Title VP of Sales & Marketing
Address 1 Antares Drive
Phone
Email
-------------Ne pea n, Ontario Canada K2E 8C4
613-882-0047
SMorris@harriscomputer.com
Each party will notify the other immediately of any changes of address that would require any
notice or delivery to be directed to another address.
16. CONFLICT OF INTEREST
Contractor shall file a Conflict of Interest Statement with the City Clerk in accordance with the
requirements of the City of Carlsbad Conflict of Interest Code. The Contractor shall report
investments or interests in all categories.
YesD No ■
17. GENERAL COMPLIANCE WITH LAWS
Contractor will keep fully informed of federal, state and local laws and ordinances and regulations
which in any manner affect those employed by Contractor, or in any way affect the performance
of the Services by Contractor. Contractor will at all times observe and comply with these laws,
ordinances, and regulations and will be responsible for the compliance of Contractor's services
with all applicable laws, ordinances and regulations.
Contractor will be aware of the requirements of the Immigration Reform and Control Act of 1986
and will comply with those requirements, including, but not limited to, verifying the eligibility for
employment of all agents, employees, subcontractors and consultants whose services are
required by this Agreement.
Page 5 February 26, 2019 Item #2 Page 12 of 178
18. DISCRIMINATION AND HARASSMENT PROHIBITED
Contractor will comply with all applicable local, state and federal laws and regulations prohibiting
discrimination and harassment.
19. DISPUTE RESOLUTION
If a dispute should arise regarding the performance of the Services the following procedure will
be used to resolve any questions of fact or interpretation not otherwise settled by agreement
between the parties. Representatives of Contractor or City will reduce such questions, and their
respective views, to writing. A copy of such documented dispute will be forwarded to both parties
involved along with recommended methods of resolution, which would be of benefit to both
parties. The representative receiving the letter will reply to the letter along with a recommended
method of resolution within ten (10) business days. If the resolution thus obtained is unsatisfactory
to the aggrieved party, a letter outlining the disputes will be forwarded to the City Manager. The
City Manager will consider the facts and solutions recommended by each party and may then opt
to direct a solution to the problem. In such cases, the action of the City Manager will be binding
upon the parties involved, although nothing in this procedure will prohibit the parties from seeking
remedies available to them at law.
20. TERMINATION
CITY or Contractor may terminate this Agreement at any time after a discussion, and written
notice to the other party. CITY will pay Contractor's costs for services delivered up to the time of
termination, if the services have been delivered in accordance with the Agreement.
CITY's obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Return the software to Contractor and certify, under the hand of a duly authorized
officer of the organization, that all copies of the Software or any part thereof, in
any form, within the possession or control of the organization have been returned
to Contractor. (if applicable)
3. Complete payment for services performed and expenses incurred prior to
termination including:
a. Any amounts previously invoiced but unpaid;
b. Fees for services performed through the termination date which has
not been invoiced; and
c. Any approved travel and living costs.
Contractor's obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Refund to CITY any fees that have not been earned through the termination
date.
Page 6 February 26, 2019 Item #2 Page 13 of 178
Either party upon tendering thirty (30) days written notice to the other party may terminate this
Agreement. In this event and upon request of CITY, Contractor will assemble the work product
and put it in order for proper filing and closing and deliver it to CITY. Contractor will be paid for
work performed to the termination date; however, the total will not exceed the lump sum fee
payable under this Agreement. CITY will make the final determination as to the portions of tasks
completed and the compensation to be made.
21. COVENANTS AGAINST CONTINGENT FEES
Contractor warrants that Contractor has not employed or retained any company or person, other
than a bona fide employee working for Contractor, to solicit or secure this Agreement, and that
Contractor has not paid or agreed to pay any company or person, other than a bona fide
employee, any fee, commission, percentage, brokerage fee, gift, or any other consideration
contingent upon, or resulting from, the award or making of this Agreement. For breach or violation
of this warranty, CITY will have the right to annul this Agreement without liability, or, in its
discretion, to deduct from the Agreement price or consideration, or otherwise recover, the full
amount of the fee, commission, percentage, brokerage fees, gift, or contingent fee.
22. CLAIMS AND LAWSUITS
By signing this Agreement, Contractor agrees that any Agreement claim submitted to CITY must
be asserted as part of the Agreement process as set forth in this Agreement and not in anticipation
of litigation or in conjunction with litigation. Contractor acknowledges that if a false claim is
submitted to CITY, it may be considered fraud and Contractor may be subject to criminal
prosecution. Contractor acknowledges that California Government Code sections 12650 et seq.,
the False Claims Act applies to this Agreement and, provides for civil penalties where a person
knowingly submits a false claim to a public entity. These provisions include false claims made
with deliberate ignorance of the false information or in reckless disregard of the truth or falsity of
information. If CITY seeks to recover penalties pursuant to the False Claims Act, it is entitled to
recover its litigation costs, including attorney's fees. Contractor acknowledges that the filing of a
false claim may subject Contractor to an administrative debarment proceeding as the result of
which Contractor may be prevented to act as a Contractor on any public work or improvement for
a period of up to five (5) years. Contractor acknowledges debarment by another jurisdiction is
grounds for CITY to terminate this Agreement.
23. JURISDICTION AND VENUE
Any action at law or in equity brought by either of the parties for the purpose of enforcing a right
or rights provided for by this Agreement will be tried in a court of competent jurisdiction in the
County of San Diego, State of California, and the parties waive all provisions of law providing for
a change of venue in these proceedings to any other county.
24. SUCCESSORS AND ASSIGNS
It is mutually understood and agreed that this Agreement will be binding upon CITY and
Contractor and their respective successors. Neither this Agreement nor any part of it nor any
monies due or to become due under it may be assigned by Contractor without the prior consent
of CITY, which shall not be unreasonably withheld.
25. ENTIRE AGREEMENT
This Agreement, together with any other written document referred to or contemplated by it, along
with the purchase order for this Agreement and its provisions, embody the entire Agreement and
understanding between the parties relating to the subject matter of it. In case of conflict, the terms
Page 7 February 26, 2019 Item #2 Page 14 of 178
of the Agreement supersede the purchase order. Neither this Agreement nor any of its provisions
may be amended, modified, waived or discharged except in a writing signed by both parties.
26. AUTHORITY
The individuals executing this Agreement and the instruments referenced in it on behalf of
Contractor each represent and warrant that they have the legal power, right and actual authority
to bind Contractor to the terms and conditions of this Agreement.
CONTRACTOR
By:
~/ --2~---
(sign here)
1 oc!c( K, clvJso,, e\ c Fo
(print name/titl
By:
ARLSBAD, a municipal
of the State of California
[ T TITLE OF PERSON
AUTHORIZED TO SIGN (City Manager or
Mayor or Division Director as authorized
by the City Manager)]
ATTEST:
M~ -fr'city Clerk
If required by City, proper notarial acknowledgment of execution by contractor must be attached.
If a corporation, Agreement must be signed by one corporate officer from each of the following
two groups.
Group A
Chairman,
President, or
Vice-President
Group B
Secretary,
Assistant Secretary,
CFO or Assistant Treasurer
Otherwise, the corporation must attach a resolution certified by the secretary or assistant
secretary under corporate seal empowering the officer(s) signing to bind the corporation.
APPROVED AS TO FORM:
CELIA A. BREWER, City Attorney
Page 8 February 26, 2019 Item #2 Page 15 of 178
BY:_nw,-----------b_
Assistant City Attorney
Page 9 February 26, 2019 Item #2 Page 16 of 178
Statement of Work
City of Carlsbad
Northstar Version 6.4 Upgrade
NORTHISTAR,.
UTILITIIES SOLUTIONS
Prepared for:
City of Carlsbad
December 18, 2018
Version 1.15
SOW VALID UNTIL: March 31, 2019
February 26, 2019 Item #2 Page 17 of 178
Revision Control
Document Title: City of Carlsbad -Harris Northstar -Version 6.4 Upgrade SOW
Author: Northstar Professional Services
File Reference: Carlsbad -Harris Northstar -Version 6 Upgrade Incl MSSQL Migration -06022017 Redline
t~~.)_A~;---;~~:• ':-I -;:~~~ .... ...,,.., -~-·. ~~ :~~--~~ ·:~ ·~~:~:•:: ~~,._IJ-:/1l~.~· -1r-·
-< ·-, . . . :,,. . 01 I .. _.,i . "
Version 1.0 2016-03-11 ML Whitehead Initial version of the document.
Version 1.1 2016-05-04 ML Whitehead Removed Utilization Review
Version 1.2 2016-10-19 ML Whitehead Updated expired SOW & add GL & AP interfaces
Version 1.3 2017-01-16 M. Campbell Minor revisions, added archive and purge process.
Version 1.4 2017-01-26 M Campbell Included Maintenance Schedule
Version 1.5 2017-01-30 D Cathcart, Minor revisions
S Morris
Version 1.6 2017-02-06 S Morris Added 5 user licenses. Adjusted year 1 escalation. Removed
Customer Connect maintenance.
Version 1.7 2018-01-26 Pav Sekhon Removed 5 user licenses. Added optional 5 days of onsite
training
Version 1.8 2018-04-17 ML Whitehead Added SSRS Bill Print
Version 1.9 2018-05-29 ML Whitehead Added interface chart
Version 1.10 2018-05-29 ML Whitehead Updated CORE integration to reflect REST API
Version 1.11 2018-11-08 Pav Sekhon Updated maintenance table. Added travel estimate.
Expanded Pl language. Added 1 onsite. Removed LDAP.
Version 1.12 2018-11-16 Pav Sekhon Added authentication methods in 2.1.6
Version 1.13 2018-12-18 Pav Sekhon Minor explanations+ change to service payment schedule
Version 1.14 2018-12-27 Pav Sekhon Added Northstar 6.4 Installation & Data Transfer explanation
February 26, 2019 Item #2 Page 18 of 178
TABLE OF CONTENTS
Introduction .................................................................................................................................... 13
Objective ................................................................................................................................................. 13
Service Description .......................................................................................................................... 14
Areas within Scope .................................................................................................................................. 14
Areas Out of Scope .................................................................................................................................. 19
Estimated Timeline .......................................................................................................................... 21
Change Management Process ........................................................................................................... 23
Fees & Payment Schedule ................................................................................................................ 24
Fees .......................................................................................................................................................... 24
Payment Schedule ................................................................................................................................... 25
Travel and Living Expenses ...................................................................................................................... 26
Termination ..................................................................................................................................... 27
Project Assumptions ........................................................................................................................ 28
Document Acceptance and Signoff ................................................................................................... 31
1 Appendix A -Northstar 6.4 -Typical Hardware Recommendations ........................................... 32
EXHIBIT "B" ..................................................................................................................................... 33
NORTH[STAR" Page 12 February 26, 2019 Item #2 Page 19 of 178
INTRODUCTION
The City of Carlsbad, hereafter referred to as "Carlsbad", requires an upgrade of their billing system from
Northstar version 5.2.19 to Northstar version 6.4. Northstar 5.2.19 and Northstar 6.4 share the same
core business logic and leverage the years of investment both Carlsbad and Northstar have made in your
current CIS/billing system. The billing engine and many of the processes will not be affected by the
upgrade. However, significant improvements have been made to NorthStar's encryption model to bring
it up to date with current standards and addresses vulnerabilities in the old design such as where security
keys are stored and where the encryption/decryption logic resides. The introduction of the new
encryption will require a "conversion" of sensitive data into the encrypted format, the configuration of a
new bank file template and thorough testing.
The purpose of this document is to provide information on the features and value of Northstar 6.4, along
with the level of effort associated with the upgrade, for those customers upgrading from Northstar 5.2.19.
Objective
This Statement of Work (SOW} defines the work to be performed by Northstar, an unincorporated division
of N. Harris Computer Corporation, for Carlsbad CIS Northstar 5.2.19 to Northstar 6.4 upgrade. This SOW
includes a high level timeline, fees, and other terms and conditions specific to the services requested by
Carlsbad. Any additional requests for services that are not defined within this SOW will result in change
orders with applicable fees.
Changes to this document shall be made through a change management process as described later in this
sow.
NORTHISTAR" Page 13 February 26, 2019 Item #2 Page 20 of 178
SERVICE DESCRIPTION
Areas within Scope
Upgrade Scope
The scope of this statement of work is to upgrade Carlsbad's CIS Northstar 5.2.19 to Northstar 6.4.
Carlsbad will also change databases from lnformix to MS-SQL Server as part of the Carlsbad upgrade
project. No additional Northstar add-on applications will be implemented as part of the upgrade project.
The project will include an archive and purge phase once the upgrade to Northstar 6.4 SQL Server is
complete.
Current Carlsbad integration points that will be ported to the Northstar 6.4 environment are:
Interface Description
Checkfree A csv flat file imported to Northstar from Checkfree
Metavante A flat file imported to Northstar from Metavante via lockbox
Wells Fargo Bank PAP (ACH) flat file exported to bank
Lockbox Checkfree Payment Processor. Remittance Processor System (aka RPS
or lockbox) flat file import to Northstar. Flat file created by RPS contains
list of customer accounts and payment amount. The flat file is imported
into Northstar via the lockbox interface. Also, a Check21 file goes to
bank, but Check21 file is created by the RPS, not used by Northstar.
IFAS A flat file containing GL transactions exported from Northstar for import
into IFAS
Itron AMI interface file A csv flat file to export from Northstar to Itron AMI
Itron MVRS Meter Read Meter reading upload and download files to import and export from
Northstar CIS to MVRS
Itron drive-by interface "ELF" flat file export for the Itron drive-by meter reading application.
file
CORE iPayment Real-time integration to City of Carlsbad CORE iPayment system utilizing
the Northstar REST API
Notice Prints Carlsbad will utilize Northstar 6.4 Letter Maintenance functionality to
generate all notices; Level 1,2,3 & door hanger
mCARe Northstar mobile service order application
eCARe Northstar Customer web portal
Upgrade Notes:
• NorthStar's add-on applications {eCARe, mCARe, EIS, etc.) run on Microsoft server(s) and access
the billing system directly. The migration of the Northstar CIS will not have a direct impact on
these applications and they will not require an upgrade or change. Migration of the add-ons will
not be part of the upgrade project. Northstar will point the TEST add-ons system to the new
NORTH[STAR" Page 14 February 26, 2019 Item #2 Page 21 of 178
Northstar database to facilitate user acceptance testing during the upgrade project. Northstar
will revise any lnformix-specific or deprecated syntax in the add-on application that is not
compatible with the MS-SQL database.
Upgrade Approach
A Northstar Project Manager {PM) will be the primary point of contact for Carlsbad on the Northstar 6.4
upgrade. The PM has the overall accountability to successfully deliver the services required for a
successful upgrade within agreed upon timeframe and budget. The project team will directly report to the
PM and the PM will have the authority and support to manage the project team in the best interest of the
project. The PM is also accountable for the following high-level project activities:
• Interface with Carlsbad assigned PM .
• Conduct regular internal project meetings to ensure that all aspects of the project are understood
by the team and that progress and risks are properly reported.
• Conduct regular project meetings with Carlsbad.
• Review of project status, schedule, risks, resources as well as any other issues that may affect the
success the project.
Northstar 6.4 Training Provided
• Northstar Product Orientation Session:
The Product Orientation session is held with the Core User Group as the first stage of the setup
portion of the upgrade implementation project. The objective of the orientation session is to
introduce the users that have been working on the Northstar 5.2.19 software to the new version
of the product, Northstar 6.4. The Northstar 6.4 Java GUI (Graphical User Interface) is a significant
change from the version 5.2.19 GUI, and one of the primary goals of the orientation session is to
reassure the users that although the look and feel of the application may have changed, the core
functionality remains the same. Northstar will provide navigation training due to the new user
interface being different from PUBS 5.2, as well as reviewing the business processes specific to
each utility.
Core Team product orientation training will consist offive (5) days onsite.
• End User Training:
NORTHISTAR-
unur1E••o~urio~•
The End User Training is held with the group of end-users that will be working with the application
once it is live. As some of these users will not have taken part in the Product Orientation session,
this is the first area of focus for the training sessions. After the orientation is completed, training
is targeted to the areas that are specific to the day-to-day work of the end-users attending the
t raining session. Agendas for the training are created in collaboration with the client prior to the
training sessions, and may include some of the following topics: Standard Setups, Electric Setups,
Water/Sewer Setups, Meter Reading Setups, Cashiering Setups, GL Interface, CARE Setups,
Program Security Setups, Meter Reading, Journal Processing, Cashiering, CARE and Reporting.
Page 15 February 26, 2019 Item #2 Page 22 of 178
End User training will consist of five (5) days onsite. The option for an additional five (S) days of
onsite training could be provided. This training could be used to concentrate specifically on new
processes implemented as a result of the Utilization Review, or for any additional training as
required.
• Additional Training:
Carlsbad has requested an additional 5 days of onsite training. Carlsbad to determine what they
would like covered and when they would like to schedule the onsite.
Northstar 6.4 User Acceptance Testing (UA T)
• Northstar will work with Carlsbad to develop a site-specific upgrade test script for User
Acceptance testing. Upon completion of testing Carlsbad will submit a signed copy of the UAT
script confirming all areas of Northstar 6.4 have been successfully reviewed as a prerequisite for
Northstar to schedule the Go Live activities.
• Carlsbad resources will be available as required for User Acceptance testing. It is expected that
the individuals identified will have experience in the day-to-day operations and will work closely
with the NorthStar Consultant to resolve issues as required. The main purpose for this interaction
is to provide a quick and consistent response to procedural issues so that the Northstar Consultant
is not required to contact a large number of Users.
• Carlsbad will have four weeks to complete the initial round of User Acceptance Testing. Northstar
will have two weeks of remediation for all priority 1 issues. Carlsbad will then have two weeks of
remediation testing prior to scheduling End User Training and Go LIVE.
• In the event that Carlsbad needs to extend User Acceptance Testing beyond the initial four week
and subsequent two week windows for UAT remediation testing, Northstar will provide a change
order for the extended testing support.
• All priority 1 issues identified will be remediated by Northstar before Go Live. If Northstar needs
more than two weeks of time to re mediate priority 1 issues, the City and Northstar will meet to
discuss the impact on the project schedule, and any impact on software implementations related
to this agreement.
Northstar 6.4 Data Refreshes
• Northstar will perform 3 data refreshes throughout the 6.4 upgrade project. The initial data
refresh will be included with the installation of Northstar 6.4 for UAT. The second data refresh
will be performed upon completion of UAT, in preparation for End User training. The final data
refresh will be performed upon Go LIVE cutover. Any requests for additional data refreshes will
be considered at an additional cost/schedule impact to the project.
NORTHISTAR. Page 16 February 26, 2019 Item #2 Page 23 of 178
Northstar Integrations
• Carlsbad will include the interface testing in their 6.4 Upgrade User Acceptance testing script.
• Carlsbad will have four weeks to complete the initial round of User Acceptance Testing. Northstar
will have two weeks of remediation for all priority 1 issues. Carlsbad will then have two weeks of
remediation testing.
• The interfaces will be put into a production state with the Go LIVE cut over to Northstar 6.4.
• The Northstar/ Financials interface is not a real-time integration. A flat file will be created within
Northstar then transferred to the Financials server via FTP where it will be uploaded to the
General Ledger module.
• Northstar will communicate with the Carlsbad network through either of the following methods:
a. Password Authentication through Northstar database
b. Single sign on based on Windows User. Leveraging Windows authentication and
Northstar security.
NorthStar SSRS Bill Print
As part of the upgrade to version 6.4, Northstar will design a new SQL Server Reporting Services bill print
mirroring Carlsbad's existing bill layout for the purpose of web presentment in CUSTOMER CONNECT 6.
CORE iPayment Integration
As part of the upgrade to version 6.4, Northstar will enhance the current REST API to allow for the retrieval
of all data elements required by CORE iPayment. The purpose of the integration is for CORE to call the
REST API to retrieve account and balance information at the time of making payment. Northstar will also
need to develop a separate integration component to calculate data in accordance to Carlsbad's business
rules, once the requested data has been retrieved from the REST API.
Northstar 6.4 Go LIVE Cut Over
o Provide a full checklist of all cut over activities including timeline and responsibilities.
o Refresh Northstar 6.4 database from PUBS production database.
o Upgrade Northstar database from 5.2.19 to 6.4.
NORTHISTAR" Page 17 February 26, 2019 Item #2 Page 24 of 178
Northstar 6.4 Post LIVE
o Provide five (5) days of onsite assistance with Northstar Application Consultant for the first week
of LIVE on Northstar 6.4.
o Create Northstar TEST database.
o Provide dedicated post LIVE support for twenty business days prior to transition back to
Northstar Support Services.
Archive and Purge Scope
• Archive Process
o Install the standard archive and purge scripts Northstar has developed for SQL Server.
o Run the archive scripts against the Northstar TEST instance.
o Provide Carlsbad with pre and post archive reports for validation purposes.
o Provide testing support during Customer validation of data archive.
o Upon Customer approval run the archive script against Northstar production.
• Purge Process
o Once the archive process is complete run the purge scripts against Northstar TEST.
o Provide Carlsbad with pre and post purge reports for validation purposes.
o Provide testing support during Customer validation of data purge.
o Upon Customer approval run the pure scripts against Northstar production.
o Create User documentation to allow Carlsbad to execute the archive/purge process on an
as needed basis.
Carlsbad Responsibilities
Following are the key responsibilities of Carlsbad under this agreement:
• Purchasing MS-SQL license.
• Ensuring Northstar has direct, dedicated remote technical connection capabilities with administration
access to any server that the Northstar applications reside on for the duration of the upgrade project.
• Ensuring that underlying infrastructure for Northstar 6.4 is acquired and installed by the required time
per agreed upon project plan (Note: Minimum specifications for servers and workstations should be
discussed and agreed upon at commencement of project).
• Installing server(s) with appropriate network connectivity.
• Installing operating system and partitioning disk space.
• Installing database software.
NORTH!STAR" Page 18 February 26, 2019 Item #2 Page 25 of 178
• Providing a Windows based workstation (Windows 7 or higher). This system will be used for the
various data cuts during the data migration. Upon Go LIVE the machine can be decommissioned.
• Creating users at the operating system level.
• Configuring peripheral devices (printers, scanners, cash drawers, etc.).
• Installing VPN connection .
• Configuring back up and maintenance routines for new database.
• Performing a backup of Northstar 5.2.19 production and restoring it to Northstar 5.2.19 TEST for each
of the data refreshes; initial, secondary and Go LIVE.
• Testing hardware components and environment.
• Assisting with upgrade testing.
• Conducting User Acceptance testing.
• Assisting with End User Training which will be led by Northstar. Northstar will provide up to five days
of End User training onsite. If Carlsbad requires additional training sessions due to staff size a Change
Order will be issued for the effort.
• Leading Go LIVE activities
Engagement Completion Criteria
The Engagement is deemed completed once upgraded application has been deployed to the live
environment for twenty business days and that any Priority 1 items raised during that period have been
resolved. Northstar has the exclusive right to classify call types according the definitions below.
Call Type Definition
Priority 1-Urgent or High Priority • System Down (Software Application, Hardware, Operating System, Database)
• Impacts Critical Business Function without a workaround
• Performance issues of severe nature impacting critical processes.
Priority 2 -Medium Priority • System errors that have workarounds
• Impact to business function is not critical:
• Performance issues not impacting critical processes
• Usability issues
• Workstation connectivity issues (Workstation specific)
Priority 3 -Low Priority • Minimal or no impact to critical business function
• Report formatting issues
• Training questions, how to, or implementing new processes
• Aesthetic issues
• Issues with workarounds for large majority of accounts
• Recommendations for enhancements on system changes
• Questions on documentation
Areas Out of Scope
NORTHISTAR. Page 19 February 26, 2019 Item #2 Page 26 of 178
Anything in this section and not listed in the above "Areas within Scope" is considered out of scope for
this SOW . Specific items that are currently out of scope of this engagement include:
• Additional User training if deemed required above End User training.
• Post Live Refresher training if deemed required following Go LIVE.
• Migration of Northstar add ans; eCARe, mCARe, eDocs, to new server.
• Migrating cron jobs or automated scheduled tasks.
• Northstar Automation Platform
• NorthStar CUSTOMER CONNECT
NORTHISTAR-Page 20 February 26, 2019 Item #2 Page 27 of 178
ESTIMATED TIMELINE
The estimated duration of this engagement is approximately 9 months. The possibility and feasibility of a
reduced duration will be evaluated during the Customer Preparation phase as it will depend on what
needs to be ported to Northstar 6.4, availability of resources and involvement of Carlsbad. Adherence to
the project plan and timeline is critical. Northstar will prepare a formal project plan and timeline at the
start of the engagement. Carlsbad will review, provide comments on, and provide Northstar with
approval of the project plan and timeline.
Timeline
Month 1
Planning & Scoping
Month 2 & 3
Design & Development
Month 4
Testing
Month 5
Testing
Month 6
Deployment & Operate
Month 7
Operate & Data Archive
Month 8 & 9
Data Purge
Customer Preparation
Project Planning
Phase Activities
CORE iPayments Integration Functional Requirements Gathering
Northstar REST AP/ Enhancements
CORE iPayments Integration Development
SSRS Bill Print Development
Northstar 6.4 Installation & Data Transfer*
Install Sanity Testing & Data Validation (Remote)
Core Team Product Orientation (Onsite)
User Acceptance Testing (Remote) =====~-~--~~----=-=--=--..... User Acceptance Testing (Onsite)
User Acceptance Testing (Remote)
Acceptance Testing Sign Off !
• End User Training Data Refresh
• End User Training (Onsite)
• Go LIVE Cut Over
• Go LIVE Cut Over (Onsite) ~-~~-'='.""::--===----:---c=~---..,...,..--..,.,...-,--c--=-----=...,,....~
Post Go LIVE Support
Create Northstar 6.4 TEST Instance
Install & Execute Archive Scripts on TEST
Support Archive Validation Testing
Install & Execute Purge Scripts on TEST
Transition Northstar 6.4 Support to Support Services
Support Purge Validation Testing
Install & Execute Archive & Purge Scripts on production
* NS 6.4 instance is set up at this stage and will be used for all acceptance testing to ensure all
configuration changes, data fixes, etc. are validated within the "to be live" environment. Test will be
created from a copy of the 6.4 instance upon Go Live, to ensure all fixes and changes are carried over into
the test instance.
NORTHjSTAR. Page 21 February 26, 2019 Item #2 Page 28 of 178
There are a number of factors to be considered that will have an associated unplanned increase in effort
and will therefore impact the project schedule. These factors are typically not determined until project
kick-off and will be a key input into the final Go LIVE date and may result in additional cost. Northstar will
notify Carlsbad of any increase in effort and will provide Carlsbad with a Change Order according to section
4 Change Management Process. These factors include:
■ Custom Modifications:
• All custom modifications with user-interface elements need time allocated for coding.
• Some Northstar programs will require modification if the database is changing as part of the
scope of the upgrade.
• The number of custom modifications that need to be ported to the new environment will have
an impact on the time associated with coding and testing.
■ Data:
• Data clean-up (if required) by Carlsbad.
• Amount of data -consideration needs to be given to the amount of historical data required
and how long it will take to obtain the data.
■ Peripherals:
• If Carlsbad has special print handling -paper source, special commands, this will create
additional effort.
• An increase or replacement of equipment with the upgrade (i.e. cash drawer).
■ Project Resourcing:
NORTHISTAR·
• In the event that Carlsbad or Northstar staff are unable to be dedicated to the agreed upon
project plan, resulting in an extension of the timeline, Northstar will evaluate the need for
a Change Order for additional Project Management and dedicated support services to
extend the project timeframe. In the event that the delay is caused solely by Northstar a
"No Charge" Change Order would be issued. Parties agree that project delays caused by
either party shall not exceed six-months.
Page 22 February 26, 2019 Item #2 Page 29 of 178
CHANGE MANAGEMENT PROCESS
Northstar will maintain the SOW with formal documentation denoting agreed upon changes. Carlsbad
and Northstar may propose changes to this SOW addressing services falling outside the scope of services
described in this SOW ("Change"). The Change Order form must be used for all change requests.
Northstar shall have no obligation to commence work in connection with any change until the fee and
schedule impact of the change is agreed upon in a written Change Order form signed by the designated
representatives from both parties.
Upon identifying the need for a change, Northstar shall submit the change on our standard Change Order
form describing the change, including the impact of the change on the schedule, fees and expenses.
Within 5 consecutive business days of receipt of the change order form, Customer shall either indicate
acceptance or rejection of the proposed change by signing the Change Order form or any other period of
time mutually agreed to by the parties. If Northstar is advised not to perform the change, then Northstar
shall proceed only with the original services. In the absence of Customer acceptance or rejection of the
Change Order, Northstar will not perform the proposed change.
NORTHISTAR" Page 23 February 26, 2019 Item #2 Page 30 of 178
FEES & PAYMENT SCHEDULE
Fees
6.4 Upgrade Implementation
License
Unit Cost Quantity Total Maintenance
NorthStar REST API $20,000 1 $20,000 $5,000
License Total $20,000
Professional Services Fee
-Project Management
-Northstar 6.4 Installation $190,134
-Migration to MSSQL Server
-Archive & Purge
-General Ledger & Account
Payable Interfaces
-SSRS Bill Print
-Central Cashiering Integration
-Northstar 6.4 Training
-Implementation Support
Technology, Communication, $9,507
Administration
Services Total $199,641
Travel & living Estimate (billed as $23,400
incurred)
Project Total $243,041 $5,000
NORTHISTAR" Page 24 February 26, 2019 Item #2 Page 31 of 178
REST API Maintenance:
1. In reference to the maintenance fees outlined in section 5.1 "6.4 Upgrade Implementation",
incremental maintenance fees are initially payable on installation to a non-production
environment and annually thereafter.
Invoices are payable upon receipt.
Quote is valid for 60 days from date of delivery. After 60 days the quote will be considered expired and
would need to be reassessed and re-quoted if still required.
Travel and Living Expenses
The above mentioned fees include an estimate on travel and per diem expenses projected to incur during
on-site visits required for this engagement. For the Northstar 6.4 Upgrade it is estimated that there will
be five (5) site visits throughout the project.
• Northstar 6.4 Product Orientation Training
• Northstar 6.4 User Acceptance Testing Support
• Northstar 6.4 End User Training
• Northstar 6.4 Go LIVE Support
Additional Training. Carlsbad to determine what they would like covered and when they would like to
schedule the onsite.
Travel and living expenses related to the five (5) site visits outlined above can be estimated at $4,700 per
trip. Note that this is an estimate for budgetary purposes only. Travel and living expenses will be expensed
to Carlsbad as incurred.
~ -----
-~ ~ _-.
--------
Number of Trips 5
Airfare $ 750 $ 3,750
Lodging $ 1,000 $ 5,000
Transportation $ 300 $ 1,500
Meals Per diem 5 days * $55/day / Weekend $110/day $ 450 $ 2,250
Travel $ 100 $ 500 Miscellaneous
Parking/Taxi $ 100 $ 500
Travel Hours Assumes 8 hrs one way @$75/hr $ 1,200 $ 6,000
Other $ -$ -
TOTAL $ 19,500
20% Contingency $ 3,900
TOTAL ESTIMATE $ 23,400
NORTH!STAR" Page 26 February 26, 2019 Item #2 Page 33 of 178
TERMINATION
Unless Northstar and/or the City of Carlsbad exercises its right to terminate this SOW due to material
breach or default, Northstar must provide, and Carlsbad must purchase, services from Northstar for the
items defined within this SOW.
If Carlsbad and/or Northstar exercises its right to terminate this SOW due to material breach or default,
or Customer and/or Northstar terminates this SOW without cause,
Customer's obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
2. Return the software to Northstar and certify, under the hand of a duly authorized officer of
the Organization, that all copies of the software or any part thereof, in any form, within the
possession or control of the Organization have been returned to Northstar. (if applicable)
3. Complete payment for services performed and expenses incurred prior to termination
including:
a. Any amounts previously invoiced but unpaid;
b. Fees for services performed through the termination date which has not been
invoiced; and
c. Any approved travel and living costs.
NorthStar's obligation includes the following:
1. Provide notice of 10 calendar days for termination without cause;
Under no circumstances shall Northstar be liable for any special, indirect, consequential, punitive or
incidental damages of any kind and shall not be liable for loss of profits, works stoppage, system failure
or malfunction, loss of data or any other damages or losses in connection with this statement of work,
even if Northstar has been advised of the possibility of such damages. In any event, Northstar shall not
be liable to pay any amount, in the aggregate, that is greater than the fees received by Northstar under
this statement of work.
NORTHISTAR-Page 27 February 26, 2019 Item #2 Page 34 of 178
PROJECT ASSUMPTIONS
The services, fees and delivery schedule for this engagement are based upon the following assumptions:
• Any items not explicitly identified within this document are considered out of scope. Any changes
to those responsibilities and/or deliverables will be considered a change in scope for the
engagement. Any proposed change to the engagement scope must be put into written format
and be submitted to Northstar during this engagement for review and consideration.
• This engagement currently has, and will continue to have, the support of senior Carlsbad
management and will be assigned sufficient priority with respect to other projects to ensure its
success.
• Carlsbad will assign a Lead to act as an internal resource and guide throughout this engagement.
• Carlsbad will secure the appropriate staff in a timely fashion in order to discuss or review the
various materials produced when required. It is expected that the individuals involved will have
experience in Carlsbad's day-to-day operations and will work closely with the Northstar
Consultants to resolve issues as required. The main purpose of this interaction is to provide a
quick and consistent response to procedural issues.
• Carlsbad will provide access and support from the IT group and any other stakeholder, as deemed
necessary by Northstar throughout this engagement.
• Carlsbad agrees to facilitate any required corporate logistics (i.e. providing dedicated training
rooms, ensuring staff availability at required times, paying staff over-time if required, etc.) for the
fulfillment of this agreement.
• Carlsbad will provide the appropriate remote access to its network, facilities, and systems as may
be required to perform activities from one of NorthStar's locations. Northstar shall abide by all
rules and directions of Carlsbad when accessing the Carlsbad's network, facilities or systems.
• NorthStar will require local administrator rights or root access to the Northstar servers; 5.2.19
and 6.4 throughout the upgrade project.
• Carlsbad will provide a training room complete with workstations for their staff for the Northstar
onsite activity. This is to allow the Northstar Consultant and Carlsbad team members to focus on
the upgrade activity without any external interruptions.
• All documentation provided by Carlsbad shall be up-to-date and accurate or if that is not the case,
advise Northstar as such.
• All hardware, software, and network components supplied by Carlsbad are working properly and
are free of defects and will meet minimum hardware standards provided during the engagement.
• The environment that has been installed, configured, and validated during the upgrade
implementation will become the production environment at Go LIVE. In the event this production
environment is required to be migrated to another server after the initial installation a Change
Order may be applicable.
• Northstar will work with Carlsbad and CORE to ensure a successful CIS/Central Cashiering
integration. However, Carlsbad will secure, as required and in a timely fashion, the assistance and
NORTHJSTAR-Page 28 February 26, 2019 Item #2 Page 35 of 178
cooperation of CORE to ensure a successful implementation. A change order may be created if
CORE is unavailable or non-cooperative and as such results in an impact to the schedule or effort.
• CORE is able to provide information required by Northstar as well as accept information provided
by Northstar.
• All third-party software and hardware products are assumed to perform correctly in Carlsbad's
environment, in accordance with the appropriate third-party vendor's specifications.
• To minimize project costs, majority of project work will be performed at one of the NorthStar's
locations except for project activities where face-to-face is deemed more effective.
• Price includes Carlsbad approved travel and living expenses that may be required as part of the
delivery of the engagement. (i.e. air fare, car rental, gas, per diem, hotel, etc.) Northstar will work
with Carlsbad to identify most cost-effective accommodations for Carlsbad's onsite activities that
are mutually agreed upon. Travel will be in accordance with the Carlsbad travel policy, Exhibit B.
Travel costs will be reimbursed as incurred, which must be supported with receipts.
• Price for this proposal is based upon Carlsbad obtaining all hardware and associated
operating/database systems.
• The number and complexity of the custom modifications included in Carlsbad's current system
must be fully assessed before the project schedule can be finalized as this will affect the effort in
the User Acceptance Testing phase. This assessment will take place during the Upgrade
Preparation phase of the engagement.
• Carlsbad data provided will be complete and clean. It is the responsibility of Carlsbad to clean data
if deemed required due to the identification of inaccurate entries.
• There are 3 data refreshes included (initial, user acceptance testing, final). Any requests for
additional data refreshes will be considered at an additional cost/schedule impact to the
project.
• All data refreshes will be performed during regular business hours, 8:00 a.m.-5:00 p.m. EST, with
the exception of Live cut-over which will be performed over a weekend.
• Transition Readiness Phase is one week (i.e. all acceptance signoff received, confirmed end users
readiness, Go Live cutover plan confirmed).
• Carlsbad is responsible for preparing the underlining IT infrastructure (hardware installation,
operating system, and network connectivity) and supply the required servers based on the
minimum server specifications. This must be in-place per agreed upon project plan.
• Carlsbad is responsible to provide the Testing and Production environment.
• Any new add-ons (mCARe, eCARe, etc.) currently not within the North Star 5.2.19 environment
will be considered at an additional cost and effort.
• The current bill print and letter print functionality is included in the upgrade and migration.
• The most current GL/ AP interface module will continue to utilize the existing file formats.
• Cost of delays to the agreed project schedule will be addressed through the Change Management
Process.
NORTHISTAR-
a. In the event of a substantial unforeseen delay, Northstar shall utilize commercially
reasonable efforts to retain the same project resources (i.e. Project Manager and/or
Application Specialist) on the project.
Page 29 February 26, 2019 Item #2 Page 36 of 178
NORTHISTAR"
UIIU!l~S~OI.Ullo•s Page 30 February 26, 2019 Item #2 Page 37 of 178
DOCUMENT ACCEPTANCE AND SIGNOFF
Name: Scott Chadwick ----------
Title: City Manager
Date: \lt:1A2 (q
APPROVED AS TO FORM
Celia A B,rr:ity Allomey
Br. /Ilk ~
NORTHISTAR-
Asst/Deputy City Attorney
City of Carlsbad, CA
Northstar Utilities Solutions
Name: _:s_+_e_v_..e_____._M_o _r_r_\ _s __
Title: i7 S0-c I<> :\ \1 vr ~A:i
Date: f1wcfi t, ?011 ' 7
Page 31 February 26, 2019 Item #2 Page 38 of 178
1 APPENDIX A -NORTHSTAR 6.4-TYPICAL HARDWARE RECOMMENDATIONS
I Optimal Hardware I Optimal Software
Northstar CIS 6.4 Application & Database Server Northstar CIS 6.4 Application & Database Server
• Quad Xeon Processor (required) • Windows 2016
• 2 x Quad Xeon Processor (recommended) • Wildfly
• 64GB Memory • Java 8.X
• 1000GB 15K (minimum) • SQL Server 2017
• 1000GB 15K SSD or SSHD (recommended)
Northstar CIS Production Extension Server Northstar CIS Production Extension Server
(Reports Anywhere, eDocs) • Windows 2016
• Dual Xeon Processor
• 16GB Memory
• 2 X 72GB 15K SAS Drives
Northstar CIS Production Extension Server Northstar CIS Production Extension Server
(CUSTOMER CONNECT) {CUSTOMER CONNECT)
• Dual Xeon Processor • Windows 2016
• 32GB Memory
• 500GB 15K SAS Drives
Northstar CIS 6.4 Client Computer Northstar CIS 6.4 Client Computer
• Quad Core CPU {Intel Core2, AMD Phenom ... ) • Windows 10
• 40GB hard drive (or higher) • JRE 8.X
• 6GB Memory (minimum) • Microsoft Office 2010
• 8GB Memory (recommended)
• Minimal resolution: 1360 x 768
NDRTHjSTAR~ Page 32 February 26, 2019 Item #2 Page 39 of 178
NORTHISTARTM
UTILITIES SOLUTIONS
City of Carlsbad
Implementation
Statement of Work
C ''·
'·. \ '
.j (/
customer,j
, ; , . ;)/ f f \ )' ( _'}l i
Prepared for:
City of Carlsbad
November 8, 2018
Version 1.4
SOW VALID UNTIL: March 31, 2019
February 26, 2019 Item #2 Page 40 of 178
Revision Control
Document Title: Carlsbad -NorthStar CUSTOMER CONNECT Implementation SOW
Author: Pav Sekhon, Account Executive
Version Date Author Details / Comments
Version 1.0 2018-01-26 P Sekhon Initial version of the document.
Version 1.1 2018-04-13 ML Whitehead Updated bill presentment to reference PDF and
First Data payment processor.
Version 1.2 2018-08-08 P Sekhon Minor changes to various sections of language.
Added flexibility with Payment Processor. Added
SSRS to bill presentment.
Version 1.3 2018-11-07 P Sekhon Updated Travel and Living Expense language.
NORTHISTAR"
UllUIIEIIOl,UTIONS Page 34 February 26, 2019 Item #2 Page 41 of 178
TABLE OF CONTENTS
1 Introduction .................................................................................................................... 3~
1.1 Objective ............................................................................................................................. 36~
i Service Description .......................................................................................................... 37~
2.1 Areas within Scope .............................................................................................................. 37~
2.2 Areas Out of Scope .............................................................................................................. 444444
~ Estimated Timeline .......................................................................................................... 45454S
~ Change Management Process ........................................................................................... 464e4e
~ Fees & Payment Schedule ................................................................................................ 474+4+
5.1 Fees ..................................................................................................................................... 474+4+
5.2 Payment Schedule ............................................................................................................... 474747
5.3 Travel and Living Expenses .................................................................................................. 484848
~ Termination ..................................................................................................................... 484S48
7 Project Assumptions ........................................................................................................ 5~
~ Document Acceptance and Signoff ................................................................................... s2nn
~ Appendix A -Northstar CUSTOMER CONNECT -Typical Hardware Recommendations ...... S3nn
City Attorney Approved Version 6/12/18
35 February 26, 2019 Item #2 Page 42 of 178
1 INTRODUCTION
This Statement of Work (SOW) defines the work to be performed by Northstar Utilities
Solutions, hereafter referred to as "Northstar", an unincorporated division of N. Harris
Computer Corporation, for the City of Carlsbad, hereafter referred to as "Carlsbad", to
migrate from the Northstar eCARe web portal to NorthStar's CUSTOMER CONNECT 6
platform. This SOW includes a high-level timeline, fees, and other terms and conditions
specific to the services requested by Carlsbad.
The purpose of this document is to provide information on the features and value of
CUSTOMER CONNECT 6, along with the level of effort associated with the
implementation, for those customers upgrading from the eCARe web portal.
1.1 Objective
The overall project objective is to provide Carlsbad with a 'customer presentment'
solution that will allow their customers to securely log in and view, monitor and manage
their account information and historical billing and payments.
The high level objectives of this project are to:
• Install, configure and implement core CUSTOMER CONNECT solution defined in
section 2. This solution will be installed on a Carlsbad premise based server.
• Deliver system training designed to develop user competency with the use and
configuration of the CUSTOMER CONNECT solution.
Changes to this document shall be made through a change management process as
described later in this SOW.
NORTHISTAR~ Page 36 February 26, 2019 Item #2 Page 43 of 178
SERVICE DESCRIPTION
Areas within Scope
Implementation Scope
All activities to be performed remotely, unless otherwise requested.
Northstar will deploy two instances of the CUSTOMER CONNECT platform and
applications in the Carlsbad environment: one Test instance and one Production
instance.
CUSTOMER CONNECT Core Functionality
Administrative Functionality
• Administration of users
• Configure customizable text (i.e. disclaimers, welcome messages) presented to
users
• Integration and administration of Google Analytics
• Manage appearance of CUSTOMER CONNECT pages
o Add logo to appear in the header of the page
o Hide menu items that are not required by your organization
o Add and edit content in pre-defined sections of the CUSTOMER
CONNECT portal, ie-:-i.e. "Other News" located on the main page, About
Us page and Contact Us page.
o Customize the marketing footer including addition of pre-defined social
media links
'My Account' Functionality
• View and manage account information
o Registration of new residential accounts (per validation method setup in
the administration portal)
• Account/Occupant + Customer Number
• Account/Occupant + Meter Number
• Account/Occupant + Either of last 2 bill amounts
o Update password
o Update email address
o View account summary information
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Pay & View Bills Functionality
A continuation of NorthStar's customer portal this application level module builds upon
the relationship between the utility and its customer. Includes functionality related to
billing.
List of features
• View billing information
o View billing summary
o Bill presentment options:
• View PDF bill through the NorthStar SSRS bill print.
• View payment arrangements -Customers can view their payment
arrangement due dates within a given time range, reducing effort
required from collections and customer service staff.
o Manage payment related information
• Make payment from CUSTOMER CONNECT provided the payment
processor is Invoice Cloud
• Make payment from CUSTOMER CONNECT home page without
logging in
o Pre-Authorized Payment
• Subscribe to PAP
o eBilling
• Subscribe to eBilling
Service Orders
List of Features
• Moving In? Register Your New Service
o New customer of the utility can submit a move-in service request.
• Move-in validations -Customer's social security numbers and dates of birth are
configurable by user and can be required for any new customer move-in
requests.
• Request your service start, stop, or transfer on line
o Request to Move-in : request to activate new account and services.
o Request to Move-out: request to finalize my account and services.
o Request to Transfer: request to move me and my services from one
account to another.
• Admin will maintain access and control to manage verbiage
o Title of Manage Services page
o Ability to add content in text form
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• Service order schedule date validation -Leveraging established service order
scheduling date restrictions within Northstar CIS allows users the ability to
schedule services on valid dates.
Supported Integrations
Integration to the Billing Data
To ensure that the customer is presented with their most up to date and historical billing
information, CUSTOMER CONNECT integrates directly to the NorthStar CIS for billing
data. This integration is also completed through the use of web services and creates a
logical separation from CUSTOMER CONNECT and the Northstar CIS to ensure that
security concerns are considered and respected.
Integration with Bill Print Viewer
For this implementation Carlsbad will implement NorthStar's new SSRS bill print for online presentment
through CUSTOM ER CONNECT 6.
Integration with Online Payment Provider Partner
Carlsbad's payment processor is First Data. As such, CUSTOMER CONNECT will
interface with First Data to offer online payment transactions via a flat file integration.
As First Data is not a Northstar preferred partner single sign on and near real time
integration are not available with CUSTOMER CONNECT 6.
Customer Authentication
As part of the transition from the eCARe solution to CUSTOMER CONNECT 6 solution,
end consumer users who are already registered in eCARe will have their reg istration
information migrated to the new CUSTOMER CONNECT 6 solution. They will be
notified by email at the time of transition to reset or their password or the first time they
log in to CUSTOMER CONNECT 6 they will be promoted to reset their password and
will receive an email notification as part of the process.
Migration Process:
• Script is run to migrate accounts from eCARe to Version 6
• Only the most recent user account is migrated to CUSTOMER CONNECT 6
• A report is generated of all the accounts that could not be created for review and
remediation
• Ability to hold off sending email notification until User Account list has been
reviewed and any issues have been resolved
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Future Roadmap Features & Functionality
Northstar is committed to significant ongoing investments in research and
development. Based on feedback from our valued customers, and the utility industry as
a whole, new features, functionality, product and service offering concepts emerge for
consideration. In collaboration with our customers, Northstar evaluates and prioritizes
these items along with other product development roadmap commitments. Some
elements of our roadmap are dynamic to allow for agile development and we also
commit portions of resources to supporting large initiatives that require long-term
dedications. We are excited to share some of these relevant updates with you.
NorthStar's new CUSTOMER CONNECT version 6 demonstrates our latest innovations
in user interface and experience redesign intended to maximize enrollment and ease of
use. Designed specifically for mobility over any device or browser, NorthStar
CUSTOMER CONNECT has an ambitious roadmap ahead.
Highlights include, but are not limited to;
• Deposits on move-ins -During the new customer move-in process, deposits are
enforced to reduce the risks associated with lack of customer account history.
• Interval usage -Interval, time-of-use and net-metering information are displayed,
by account, to provide customers with deeper insights into their usage and
contributions over time.
• Generic service order requests -Customers are provided the option to request
various services, reducing the call volume for customer service representatives.
• Seamless integration with Northstar CIS -To empower CSRS with timely and
relevant information, and enable better customer service, CSRs are provided the
ability to view CUSTOMER CONNECT as if they were the customers logged into
their account.
• Usage consumption notifications -Customer can be notified of their usage
patterns, even in various weather conditions, and anomalies may be addressed
before they turn into issues.
• Transfer Service -Customer are provided the ability to easily transfer their
services to another premise without having to engage utility staff.
• Single-sign-on with 3rd party authentication -Streamlining the log-in process for
users through secure validation using 3rd party payment processors protects
customers and the utility from security threats and the risk exposure associated
with it.
Project Management
A Northstar Project Manager (PM) will be the primary point of contact for Carlsbad on
the CUSTOMER CONNECT 6 upgrade. The PM has the overall accountability to
successfully deliver the services required for a successful CUSTOMER CONNECT 6
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upgrade within agreed upon timeframe and budget. The project team will directly report
to the PM and the PM will have the authority and support to manage the project team in
the best interest of the project. The PM is also accountable for the following high-level
project activities:
• Interface with Carlsbad assigned PM.
• Conduct regular internal project meetings to ensure that all aspects of the project
are understood by the team and that progress and risks are properly reported.
• Conduct regular project meetings with Carlsbad.
• Review of project status, schedule, risks, resources as well as any other issues
that may affect the success the project.
CUSTOMER CONNECT Installation & Configuration
• Carlsbad will be provided with a CUSTOMER CONNECT Deployment and Configuration checklist
as part of the project kick off which is required to be completed by Carlsbad in full prior to the
installation of CUSTOMER CONNECT 6.
• Carlsbad will need to have the latest release of Northstar 6.4 deployed as part of the CUSTOMER
CONNECT installation.
• Carlsbad will have 5 business days to complete and return the Deployment and Configuration
checklist. In the event that Carlsbad needs to extend completion of the Deployment and
Configuration checklist beyond the 5-business day window Northstar will provide a change order
for the extended period.
CUSTOMER CONNECT Implementation and Training
CUSTOMER CONNECT Overview Session:
• The CUSTOMER CONNECT Overview session is held with the core project team
at the beginning of the project kick-off phase. As part of the session North Star
will provide a walk-through of the basic functionality to assist with understanding
the CUSTOMER CONNECT solution and to guide the completion of the
Deployment and Configuration checklist.
CUSTOMER CONNECT UA T Training Session:
• The CUSTOMER CONNECT UAT training Session will be held after NorthStar
has completed the configuration and testing of the CUSTOMER CONNECT 6
application. The objective of the overview session is to introduce the users who
will be conducting the acceptance testing to the CUSTOMER CONNECT 6
application.
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CUSTOMER CONNECT Administrator Training Session:
• CUSTOMER CONNECT Administrator training is held with those users who will
be responsible for maintaining the portal post Go LIVE. This session will show
administrators how to manage user accounts and will familiarize them with those
elements of the CUSTOMER CONNECT portal that they have the ability to
update and/or add content to.
CUSTOMER CONNECT CSR Training Session
• The CUSTOMER CONNECT CSR training session will introduce those CSRs to
the CUSTOMER CONNECT application who may not participated in the
Overview session or User Acceptance Testing. As part of the session we provide
a walk-through of the basic functionality to assist with understanding the
CUSTOMER CONNECT solution and some guidance to managing customer
requests
CUSTOMER CONNECT User Acceptance Testing (VAT)
• Northstar will provide Carlsbad site-specific test scripts for User Acceptance
testing. Upon completion of testing Carlsbad will submit a signed copy of the
UAT script confirming all areas of CUSTOMER CONNECT 6 have been
successfully reviewed as a prerequisite for Northstar to schedule the Go LIVE
activities.
• Carlsbad will have two weeks to complete the initial round of User Acceptance
Testing. During that two-week period Northstar will work with Carlsbad to
remediate all priority 1 issues. Carlsbad will then have one week of final
Acceptance testing prior to scheduling Go LIVE.
• In the event that Carlsbad needs to extend User Acceptance Testing beyond the
initial two week and subsequent two weektwo-week windows for UA T
remediation testing, Northstar will provide a change order for the extended
testing support.
Carlsbad Responsibilities
Following are the key responsibilities of Carlsbad under this agreement:
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• Purchasing MS-SQL license -if required.
• Ensuring Northstar has direct, dedicated remote technical connection capabilities
with administration access to any server that the Northstar applications reside on for
the duration of the upgrade project
• Ensuring that underlying infrastructure for CUSTOMER CONNECT is acquired and
installed by the required time per agreed upon project plan (Note: minimum
specifications for servers and workstations should be discussed and agreed upon at
commencement of project)
• Installing server with appropriate network connectivity
• Installing operating system and partitioning disk space
• Installing database software
• Creating users at the operating system level
• Installing VPN connection
• Configuring back up and maintenance routines for new database
• Testing hardware components and environment
• Conducting CUSTOMER CONNECT Acceptance testing
• Leading Go LIVE activities
• Timely completion of the Customer Connect Configuration and Customization
checklist
Engagement Completion Criteria
The Engagement is deemed completed once upgraded application has been deployed
to the live environment for twenty business days and that any Priority 1 items raised
during that period have been resolved. Northstar has the exclusive right to classify call
types according the definitions below.
Call Type Definition
Priority 1 -Urgent or High Priority • System Down (Software Application, Hardware, Operating System,
Database)
• Impacts Critical Business Function without a workaround
• Performance issues of severe nature impacting critical processes.
Priority 2 -Medium Priority • System errors that have workarounds
• Impact to business function is not critical:
• Performance issues not impacting critical processes
• Usability issues
• Workstation connectivity issues (Workstation specific)
Priority 3 -Low Priority • Minimal or no impact to critical business function
• Report formatting issues
• Training questions, how to, or implementing new processes
• Aesthetic issues
• Issues with workarounds for large majority of accounts
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• Recommendations for enhancements on system changes
• Questions on documentation
Areas Out of Scope
Anything in this section and not listed in the above "Areas within Scope" is considered
out of scope for this SOW. Specific items that are currently out of scope of this
engagement include:
• Single Sign-on Authentication with another web portal
• Supporting third party integration of the CUSTOMER CONNECT login screen
• Any customizations made to legacy web portals; i.e. eCARe, CUSTOMER
CONNECT 1 that is not part of current functionality within CUSTOMER
CONNECT 6.
• Any standard eCARe functionality that is not part of current functionality within
CUSTOMER CONNECT 6.
• Database maintenance and backups (As part of the CUSTOMER CONNECT
implementation , the CUSTOMER CONNECT team will work with the customer to
ensure that they understand what the requirements are for backup and frequency
of backups)
• Go LIVE cutover taking place on weekends. (If the customer requires a Go LIVE
on a weekend or weekday evening outside of business hours, a change order for
the overtime work may be
• Training of Carlsbad's customers
• Upgrading to the latest Northstar CIS MR.
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ESTIMATED TIMELINE
The estimated duration of this engagement is approximately 6 weeks. The possibility and
feasibility of a reduced duration will be evaluated during the Customer Preparation phase as it
will depend on availability of resources and involvement of Carlsbad Team members.
Adherence to the project plan and timeline is critical. Northstar will prepare a formal project
plan and timeline. Carlsbad will review, provide comments on, and provide Northstar with
approval of the project plan and timeline.
Timeline
Week 1
Phase Activities
Project Kick Off
Week2
Week3
Week4
Week5
Week6
Customer Preparation
Completion of the Deployment and Configuration checklist by Carlsbad
CUSTOMER CONNECT Installation & Configuration
CUSTOMER CONNECT Product Review with Core Team
Core Team Configuration
User Acceptance Testing & Issues Remediation
User Acceptance Testing & Issues Remediation
CUSTOMER CONNECT Administrator Training
User Acceptance Testing & Issues Remediation
CUSTOMER CONNECT Product Review with CSRs
Go LIVE
Post Go LIVE Support
Transition to Support Services
There are a number of factors to be considered that will have an associated un-planned
increase in effort and will therefore impact the project schedule. These factors are typically not
determined until project kick-off and will be a key input into the final Go LIVE date and may
result in additional cost. Northstar will notify Carlsbad of any increase in effort and will provide
Carl sbad with a Chan ge Order according to section 4 Change Management Process. These
factors include:
• Project Resourcing:
• In the event that Carl sbad staff is unable to be dedicated to the agreed upon project
plan, resulting in an extension of the timeline, North Star will evaluate the need for
a Change Order for additional Project Management and dedicated support services
to extend the project timeframe.
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CHANGE MANAGEMENT PROCESS
Northstar will maintain the SOW with formal documentation denoting agreed upon
changes. Carlsbad and NorthStar may propose changes to this SOW addressing
services falling outside the scope of services described in this SOW ("Change"). The
Change Order form must be used for all change requests. Northstar shall have no
obligation to commence work in connection with any change until the fee and schedule
impact of the change is agreed upon in a written Change Order form signed by the
designated representatives from both parties.
Upon identifying the need for a change , Northstar shall submit the change on our
standard Change Order form describing the change , including the impact of the change
on the schedule, fees and expenses.
Within 5 consecutive business days of receipt of the change order form, Customer shall
either indicate acceptance or rejection of the proposed change by signing the Change
Order form or any other period of time mutually agreed to by the parties. If NorthStar is
advised not to perform the change, then Northstar shall proceed only with the original
services. In the absence of Customer acceptance or rejection of the Change Order,
Northstar will not perform the proposed change.
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FEES & PAYMENT SCHEDULE
Fees
CUSTOMER CONNECT Implementation
License
Unit Cost Quantity Total Maintenance
CUSTOMER CONNECT 6 $30,000 1 $30,000 license
eCARe license credit ($15,000)
License Total $15,000 $3,750*
Professional Services $16,170
-Project Management
-Installation & Configuration
-Acceptance Testing Support
-Go LIVE Cut Over
-Post LIVE Support
Invoice Cloud lnteqration (Included) N/A
Services Total $16,170
Technology, Communication, $1,560
Administration
Project Total $32,730 $3,750
*Maintenance is incremental to eCARe
Payment Schedule
Any mutually agreed upon change controls will be billed at the standard Northstar
hourly rate when incurred. An additional amount equal of 5% of the total fees billed has
been included in the fee charged to cover technology, communication and
administrative costs. Price excludes any applicable taxes.
The Northstar fees for the scope of services described in this Statement of Work,
including the technology, communication and administrative fee, is $32,730 based on
fixed price plus any travel and logistics (T&L) which may be required.
Professional Services
• 50% on SOW signing
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• 20% on installation of CUSTOMER CONNECT software in the customer
environment on a non-production server.
• 20% on move to production environment
• 10% 30 days post go-live
License
• 100% on SOW signing
M aintenance
• Incremental maintenance fees are initially payable on installation to a non-
production environment and annually thereafter.
Invoices are payable upon receipt.
Quote is valid until the date specified. After such time the quote will be con sidered expired and
would need to be reassessed and re-quoted if still required.
Travel and Living Expenses
On-site visit for the Customer Connect 6 deployment are not required, thus the above
mentioned fees do not include any travel and per diem expenses.
Any travel time will be billed at $75/hour. Carlsbad shall also pay or reimburse travel
expenses plus a per diem reasonably incurred in furtherance of Northstar duties
hereunder.
TERMINATION
Unless Northstar and/or the City of Carlsbad exercises its right to terminate this SOW
due to material breach or default, Northstar must provide, and Carlsbad must purchase,
services from Northstar for the items defined within this SOW.
If Carlsbad and/or Northstar exercises its right to terminate this SOW due to material
breach or default, or Customer and/or Northstar terminates this SOW without cause,
Customer's obligation includes the following:
• Provide notice of 10 calendar days for termination without cause;
• Return the software to Northstar and certify, under the hand of a duly authorized
officer of the Organization, that all copies of the software or any part thereof, in
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any form , within the possession or control of the Organization have been
returned to Northstar. (if applicable)
• Complete payment for services performed and expenses incurred prior to
termination including:
• Any amounts previously invoiced but unpaid;
• Fees for services performed through the termination date which has not been
invoiced; and
• Any approved travel and living costs.
NorthStar's obligation includes the following:
• Provide notice of 10 calendar days for termination without cause;
Under no circumstances shall Northstar be liable for any special, indirect,
consequential, punitive or incidental damages of any kind and shall not be liable for loss
of profits, works stoppage, system failure or malfunction, loss of data or any other
damages or losses in connection with this statement of work, even if NorthStar has
been advised of the possibility of such damages. In any event, Northstar shall not be
liable to pay any amount, in the aggregate, that is greater than the fees received by
North Star under this statement of work.
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PROJECT ASSUMPTIONS
The Services, fees and delivery schedule for this engagement are based upon the
following assumptions:
• Any items not explicitly identified within this document are considered out of scope.
Any changes to those responsibilities and/or deliverables will be considered a change
in scope for the engagement. Any proposed change to the engagement scope must
be put into written format and be submitted to NorthStar during this engagement for
review and consideration.
• This engagement currently has, and will continue to have, the support of senior
Carlsbad management and will be assigned sufficient priority with respect to other
project to ensure its success.
• Carlsbad will assign a lead to act as an internal resource and guide throughout this
engagement.
• Carlsbad will secure the appropriate staff in a timely fashion in order to discuss or
review the various materials produced when required.
• Carlsbad will provide access and support from the IT group and any other stakeholder,
as deemed necessary by Northstar throughout this engagement.
• Carlsbad agrees to facilitate any required Carlsbad Corporate logistics for the
fulfillment of this agreement.
• Carlsbad will secure, as required and in a timely fashion, the assistance and
cooperation of third party vendors (e.g. CIS, AMI, Payment, Bill View) to ensure a
successful CUSTOMER CONNECT implementation. A change control may be
created if the third-party vendor is unavailable or non-cooperative and as such results
in an impact to the schedule or effort.
• Third party vendor solutions are able to provide information required by the
CUSTOMER CONNECT as well as accept information provided by the CUSTOMER
CONNECT.
• All documentation provided by Carlsbad shall be up-to-date and accurate or if that is
not the case, advise Northstar as such.
• All hardware, software, and network components supplied by Carlsbad are working
properly and are free of defects and will meet minimum hardware standards provided
during the engagement.
• To minimize project costs, the majority of project work will be performed at one of the
NorthStar's locations except for project activities where face-to-face is deemed more
effective.
• Carlsbad will provide the appropriate remote access to its network, facilities, and
systems as may be required to perform activities from one of NorthStar's locations.
Northstar shall abide by all rules and directions of Carlsbad when accessing the
Customer's network, facilities or systems.
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• Price does not include Carlsbad approved travel and living expenses that may be
required as part of the delivery of the engagement unless specified in the contract (i.e.
air, car rental , gas, per diem and hotel). Northstar will work with Carlsbad to identify
most cost-effective accommodations for Carlsbad on-site activities that are mutually
agreed upon.
• Upon deployment of the custom modifications or interfaces into Northstar TEST,
Carlsbad will have thirty (30) calendar days for acceptance testing, during which time,
issues reported within the 30 days will be resolved at no charge provided they are part
of the original scope of work. At that time the custom modification or interface will be
promoted to the production environment on agreement from Carlsbad.
• All changes or issues reported after 30 days from promotion to production will be
considered billable, unless a prior arrangement or extension to the acceptance period
is made.
• If the testing period extends past 15 calendar days there will be an additional charge
to move the application into production unless a prior arrangement or extension has
been agreed upon.
• Carlsbad resources will be available as required for Acceptance Testing. It is expected
that the individuals identified will have experience in the day-to-day operations and
will work closely with the Northstar Consultant to resolve issues as required. The main
purpose for this interaction is to provide a quick and consistent response to procedural
issues so that the Northstar Consultant is not required to contact a large number of
Users.
• CUSTOMER CONNECT 6 may have dependencies on Northstar database and
code libraries being up-to-date. Carlsbad's TEST environment will be patched up to
the latest Maintenance Release prior to deployment of the custom mod . Note;
CUSTOMER CONNECT testing phase may need to be extended based on the
number of upgrade patches required to properly update the TEST environment to
the Northstar recommended release state.
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February 26, 2019 Item #2 Page 58 of 178
DOCUMENT ACCEPTANCE AND SIGNOFF
Accepted on this day by:
City of Carls
By:
Name: Sco tt Chadwick
Title: Ci t y Ma nager
Date: \\'"1Acz l9
Northstar Utilities Solutions
By::62--:s -----......_
Name: 'St-fv L tloc ( \ S
Title: vP, s~ \~...> ,f--M,_r kd:'.l
Date: ~r{_j_ t,, co , 1
J 7
Please sign and return this document by email to: Pav Sekhon at
psekhon@harriscomputer.com. If you have any quest ion s or need further information, please
feel free to contact Pav Sekhon, Account Executive at psekhon@harriscomputer.com.
APPROVED $[:FORM
Celia Brew r i Attorney
Br, _______ -=-----
Asst/Deputy City Attorney
City of Carlsbad, CA
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2 APPENDIX A -NORTHSTAR CUSTOMER CONNECT -TYPICAL HARDWARE
RECOMMENDATIONS
CUSTOMER CONNECT recommends two installation environments, a test instance
and a production instance. All environments can be run within a virtual configuration so
long as the adequate number of physical resources are allocated appropriately to the
virtual machine.
In all cases, the database environment recommended is SQL Server 2014 and this will
be installed and configured as part of the implementation process.
The production environment will require the purchase of a certificate from a central
authority (CA) to ensure that the application can be configured for use on a secure port
for SSL.
Test Environment
ComJ>onent Specification
Processor 2 or more Quad-Core Intel® Xeon® 2.00GHz processors,
2x4MB L2 Cache (or larger), 1333MHz Front Side Bus (or
faster)
Memory 16GB DDR2 400MHz
Dual Ranked DIMMs (or better and upgradeable)
Storage 500 GB
Network Access Dual 1 GB network cards
Operating Microsoft Windows Server 2012 R2
System
Other Backup software and hardware. Virus protection software
Production Environment
Com~onent S~ecification
Processor 2 or more Quad-Core Intel® Xeon® 2.00GHz processors,
2x4MB L2 Cache (or larger), 1333MHz Front Side Bus (or
faster)
Memory 32GB DDR2 400MHz
Dual Ranked DIMMs (or better and upgradeable)
Storage 500 GB
Network Access Dual 1 GB network cards
Operating Microsoft Windows Server 2012 R2
System
Other Backup software and hardware. Virus protection software
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