CUSTOMER INFORMATION SYSTEM (CIS) IMPLEMENTATION · customer self-service portal (CSS), the mobile...

REQUEST FOR PROPOSAL No. RFP93-19

CUSTOMER INFORMATION SYSTEM (CIS) IMPLEMENTATION

Proposal Due Date: January 9, 2020 at 1:00pm MST

Proposal must be sealed and delivered to:

El Paso Water (EP Water) Attention: Levi Chacon, Purchasing Agent

1154 Hawkins Boulevard El Paso, Texas 79925

Proposals received after the date and time specified above will not be accepted and will be returned unopened. The RFP documents, including addendums, will be posted to the EP Water website at www.epwater.org Proposals received and accepted shall become the property of EP Water and will NOT be returned.

Note: Faxed and/or Email proposals will not be accepted.

Procedural or contractual questions can be directed to Levi Chacon, Purchasing Agent at [email protected] EPWater will award the contract to the Proposer who accumulates the highest score for the evaluation factors listed in this RFP.

http://www.epwater.org/

mailto:[email protected]

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El Paso Water RFP93-19 Customer Information System (CIS) Implementation

CONE OF SILENCE

EPWater is committed to maintaining the highest level of integrity concerning business performance relative to this RFP and review process. Accordingly, the Proposer and all other related contractors, partners, agents, liaisons, advocates, representatives or others promoting their position, are limited to contact solely with Levi Chacon [email protected] as specified in this RFP. Furthermore, the Proposer and the proposed team will adhere to the EPWater Cone of Silence.

CONE OF SILENCE The “Cone of Silence” is imposed upon each RFP, RFQ or Bid from the time of advertising until it is posted on the Public Service Board Agenda for award. The Cone of Silence prohibits communications with El Paso Water Utilities employees to attempt to influence the purchasing decision. As such, the Cone of Silence prohibits any communication regarding RFP’s, RFQ’s or Bids between, among others:

• Potential vendors, service providers, bidders, or consultants and El Paso Water Utilities employees.

• Potential vendors, service providers, bidders, or consultants, any member of the Board, the President/CEO, or their respective staff and members of the respective selection committee.

The provisions do not apply to, among other communications:

• Oral communications with Sr. Purchasing Agent, Purchasing Agent, Contracts Developer Coordinator, or Procurement Analyst, provided the communications is limited strictly to matters of process or procedure already contained the solicitation document;

• The provisions of the Cone of Silence do not apply to oral communications at pre-proposal or pre-bid conferences, oral presentations before selection committees, contract negotiations during duly notice public meeting, public presentations made to the President/CEO and Board members during a duly noticed public meeting; or

• Communications in writing at any time unless specifically prohibited by the applicable, RFP, RFQ or bid document.

In addition to any other penalties provided by law, violation of the Cone of Silence by any proposer or bidder shall render that proposer’s or bidder’s RFP, RFQ or bid award voidable. Any person having personal knowledge of a violation of these provisions shall report such violations to El Paso Water Utilities General Counsel and the Purchasing Agent.

The “Cone of Silence” applies to any and all potential subcontractors as well.

This Request for Proposal (“RFP”) contains information that is confidential and proprietary to El Paso Water (“EPWater”) and its affiliates (“Confidential Information”).


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Table of Contents 1.0 SUMMARY AND INTRODUCTION ........................................................................................................................ 5

1.1 SUMMARY OF SCOPE OF WORK................................................................................................................................................... 5 1.2 SCHEDULE OF RFP EVENTS ......................................................................................................................................................... 5 1.3 PROPOSER MINIMUM REQUIREMENTS ....................................................................................................................................... 6 1.4 RFP PACKAGE CONTENTS ............................................................................................................................................................ 6

2.0 RFP PROCESS AND PROPOSER GUIDELINES .............................................................................................. 8 2.1 HOW TO SUBMIT A PROPOSAL ................................................................................................................................................... 8 2.2 SOLUTION PROVIDERS PRE-PROPOSAL TELEPHONE CONFERENCE ................................................................................................. 8 2.3 INTENT TO BID ............................................................................................................................................................................... 8 2.4 NOTICES ........................................................................................................................................................................................... 8 2.5 CONFIDENTIALITY, MATERIALS SUBMITTED AND OWNERSHIP OF PROPOSALS .............................................................. 9 2.6 RESERVATION OF RIGHTS ............................................................................................................................................................ 9 2.7 PROPOSAL OFFER FIRM ................................................................................................................................................................ 9

3.0 EPWATER BACKGROUND ..................................................................................................................................... 10 3.1 INTRODUCTION TO EL PASO WATER ....................................................................................................................................... 10 3.2 EPWATER SERVICE TERRITORY ................................................................................................................................................ 11 3.3 QUANTITATIVE ASSUMPTIONS .................................................................................................................................................. 12

3.3.1 Customer Count ................................................................................................................................................................. 12 3.3.2 General Metrics ................................................................................................................................................................... 12 3.3.3 Customer Payments By Channel ............................................................................................................................... 12 3.3.4 Field Service Orders ......................................................................................................................................................... 13 3.3.5 System Users ....................................................................................................................................................................... 14

4.0 CURRENT ENVIRONMENT .................................................................................................................................... 15 4.1 EXISTING CUSTOMER INFORMATION SYSTEM AND CUSTOMER SERVICE OVERVIEW .................................................... 15 4.2 CURRENT SYSTEMS AND BUSINESS PROCESSES ................................................................................................................... 15 4.3 CURRENT EPWATER SOFTWARE ECOSYSTEM ........................................................................................................................ 21 4.4 CURRENT DATA RETENTION ...................................................................................................................................................... 21

5.0 PROPOSAL SCOPE & REQUIREMENTS .......................................................................................................... 22 5.1 BUSINESS EXPECTATIONS .......................................................................................................................................................... 22 5.2 EPWATER DETAILED REQUIREMENTS ..................................................................................................................................... 22 5.3 MAJOR APPLICATION COMPONENTS ........................................................................................................................................ 23

5.3.1 Oracle C2M ............................................................................................................................................................................ 23 5.3.2 Customer Self Service Portal ....................................................................................................................................... 23 5.3.3 Mobile Field Work Management ................................................................................................................................ 23 5.3.4 Areas For Confirmation ................................................................................................................................................... 24

5.4 TECHNICAL STRATEGIES ............................................................................................................................................................. 24 5.4.1 Platform As A Service ...................................................................................................................................................... 24 5.4.2 Middleware ............................................................................................................................................................................ 25 5.4.3 Batch Scheduling ............................................................................................................................................................... 25 5.4.4 Data Access And Reporting .......................................................................................................................................... 25 5.4.5 Bill and Letter Image Rendering ............................................................................................................................... 26

5.5 IMPLEMENTATION METHODOLOGY ........................................................................................................................................... 26 5.6 PROJECT TEAM & KEY RESOURCES ......................................................................................................................................... 27

6.0 EVALUATION CRITERIA ........................................................................................................................................ 29 7.0 REQUIRED PROPOSAL CONTENT..................................................................................................................... 30

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7.1 COVER LETTER .............................................................................................................................................................................. 30 7.2 ATTACHMENT A – RESPONSE FORM AND WORK BREAKDOWN ......................................................................................... 30 7.3 ATTACHMENT C – RESOURCES AND PRICING WORKSHEET ............................................................................................... 30 7.4 ATTACHMENT D – CIS AND ASSOCIATED SYSTEMS REQUIREMENTS .............................................................................. 30 7.5 ATTACHMENT E – EPWATER CONFLICT OF INTEREST AND TERMS & CONDITIONS ................................................... 31 7.6 APPENDIX – ADDITIONAL RESPONSE CONTENT ................................................................................................................... 31

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1.0 SUMMARY AND INTRODUCTION 1.1 SUMMARY OF SCOPE OF WORK EPWater is beginning a business transformation program based on implementing Oracle C2M as the new CIS platform. Included in this Oracle C2M implementation project, EPWater will also be replacing the customer self-service portal (CSS), the mobile field work management application (MWM), and will be utilizing a new middleware solution (BizTalk) for integrations. This implementation is expected to begin in 2020 and go live in 2022. EPWater is seeking Proposals for a primary System Integrator (SI) as a partner in successfully completing this transformation program. EPWater will be procuring the software directly from Oracle, is separately procuring a Platform as a Service (PaaS) provider and will require the SI to plan and deliver the implementation of the C2M platform including CSS and MWM. The specific desired capabilities are explained more fully in this RFP. In evaluating the proposals, EPWater will consider the demonstrated experience, references, scope and value of the proposed services, ability of the Proposer to deliver the requested services, and the overall quality of the response.

The Proposer is to submit a proposal for implementation services as the Primary. Proposers may choose to partner with other vendors to provide a total “Solution”. The Solution is defined as the implementation and/or integration of the CIS and associated systems, other integrations defined in the requirements, and migration and conversion from the enQuesta system to Oracle C2M. 1.2 SCHEDULE OF RFP EVENTS

EPWater has established the following sequence of events and tentative schedule dates for this RFP process.

1.

ACTIVITY DATE RFP Issued November 22, 2019

Solution Providers Pre-Proposal Telephone Conference

December 3, 2019 at 9:30am MST

Notice of Intent to Respond to RFP Due December 6, 2019 by 4:00pm MST

Final Solution Provider’s written RFP clarification requests due

December 18, 2019 by 4:00pm MST

EPWater responses to RFP clarification requests December 20, 2019

Proposals due January 9, 2020 by 1:00pm MST

Notify short listed Proposers invited to Oral Presentations

No Later Than February 14, 2020

Solution Providers Oral Presentations March 2-6, 2020

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1.3 PROPOSER MINIMUM REQUIREMENTS

Implementation of a CIS and associated systems is a complex and risky process. As a result, EPWater has identified solution qualifications that it expects the Proposer to have and demonstrate. These qualifications may be satisfied by the Proposer or any of their partnering firms.

The Proposer or partnering firm(s) must have the following experience and qualifications.

a) The Proposer must have successfully managed a full implementation of a recent Oracle CC&B/C2M version in at least one North American water services utility within the last five years.

b) The Proposer must have managed the implementation of at least one municipal water services utility of similar size and complexity to EPWater.

c) The Project Manager has managed the implementation of Oracle CC&B/C2M previously and has at least seven years of total experience as a Project Manager.

d) The project leadership team is dedicated to the EPWater project for the duration of their planned role (For example, Project Manager, Functional Lead, Technical Lead, etc.).

e) The Proposer maintains an office in the United States. f) The Proposer, or any partnering firm, must not be involved in any litigation that may potentially

impact the Proposer's ability to implement and deliver the proposed solution and provide any required personnel or support. The Proposer must disclose any and all existing and pending litigation in the RFP response.

Proposals may be rejected at the sole discretion of EPWater if they do not meet these qualifications

1.4 RFP PACKAGE CONTENTS The following table lists the full contents of this RFP package. Some attachments are informational only and other attachments require completion and submission. Proposers should take care to ensure they have received and reviewed all of the items listed below.

EPWater - Systems Integration RFP Package

Document Description Response Required

EPWater RFP93-19 Customer Information System (CIS) Implementation

Main Body of the RFP document that explains the scope and process to Proposers and provides instructions on response format.

No

Attachment A - Response Form and Work Breakdown

Vendors will respond with a full completed copy of this document providing their answers to the questions within.

Yes

Attachment B - EPWater Integration Points

Informational attachment on all the current state interfaces which are potentially impacted by this project.

No

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Attachment C - Resources and Pricing Worksheet

Resource and pricing document that Vendors will fill out and submit.

Yes

Attachment D – CIS and Associated Systems Requirements

Detailed list of EPWater requirements where Proposers indicate if they can meet each requirement off the shelf, or if there is additional configuration or customization required.

Yes

Attachment E - EPWater Conflict of Interest and Terms & Conditions

Proposers will complete the appropriate portions of this attachment.

Yes

Attachment F – Sample Bill Images Informational attachment on EPWater bills and formats.

No

Attachment G – Sample Letters Informational attachment on existing EPWater customer letters.

No

Attachment H – Critical and Key Reports Informational attachment on existing EPWater reporting requirements.

No

Attachment I – Project Drivers Informational attachment describing EPWater’s view of key Project Drivers.

No

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2.0 RFP PROCESS AND PROPOSER GUIDELINES

2.1 HOW TO SUBMIT A PROPOSAL Proposals are to be delivered in a sealed envelope/box no later than JANUARY 9, 2020 BY 1:00 P.M. MOUNTAIN TIME. Proposals should be clearly marked with the name and address of the Proposer and “El Paso Water RFP93-19 Customer Information System (CIS) Implementation” on the face of the envelope/box. Contained in the submission package should be three hard copies of the Proposal and two electronic copies via separate USB flash drives. Submit your Proposal to the following address:   

Attention:  Levi Chacon, Purchasing Agent  El Paso Water – Public Service Board  Purchasing and Contracts Department  1154 Hawkins Boulevard, 1st Floor  El Paso, Tx 79925 

  All inquiries regarding this Project and Request for Proposal must be submitted via e-mail to Mr. Levi Chacon at [email protected] ,  by 4:00 P.M. on DECEMBER 18, 2019 MOUNTAIN TIME. 2.2 SOLUTION PROVIDERS PRE-PROPOSAL TELEPHONE CONFERENCE

EPWater will be holding a pre-proposal telephone conference call for interested parties on December 3rd, 2019 at 9:30am MST. Conference call dial-in phone number is (800)-309-2350 with passcode 5055611#.

While this call is considered optional, attendance is encouraged as this is an important opportunity to clarify details regarding this RFP. Conference bridge details will be separately published

2.3 INTENT TO BID

EPWater encourages all parties planning to submit a proposal to respond by email indicating their intent to bid. Proposers should respond by December 6th, 2019 via email to Levi Chacon at [email protected].

2.4 NOTICES

a) Any request for interpretation and/or clarifications are to be forwarded in an E-Mail to: [email protected].

b) EPWater will share all questions of a substantive nature with all Proposers, along with the appropriate answers

c) Only proposals delivered to Mr. Levi Chacon will be considered. d) No oral or E-mail or telephone or faxed responses will be accepted. e) No modifications to Proposals will be accepted after the due date except as requested or

approved by EPWater in writing. f) Each Proposer, as defined in this RFP, assumes full responsibility for delivery of their completed

Proposal materials by the deadline. g) Late Proposals will not be considered.




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h) The RFP documents, including addendums, will be posted to the EPWater website at https://epwater.org/business_center/purchasing_overview/bids/non-construction

i) Proposals received and accepted shall become the property of EP Water and will NOT be returned. j) The agreement with the selected Proposer will be contingent on EPWater receiving appropriate

approval to initiate this project from the El Paso Water Public Service Board. k) Except for any Oracle provided services, EPWater intends to execute a single services contract

with the Proposer with all subcontractors reporting them. l) EPWater desires to contract with all software providers directly, as appropriate, for any requisite

licensing.

2.5 CONFIDENTIALITY, MATERIALS SUBMITTED AND OWNERSHIP OF PROPOSALS

All documentation, manuals and ideas submitted by the Proposer shall become the property of EPWater once they are submitted to EPWater. All submissions will be governed by the Texas Public Information Act (TPIA). Any material submitted by the Proposer that is to be considered confidential must be clearly marked as such and must include all applicable restrictions. The Proposer is not allowed to mark the entire Response as “confidential.” No submission or supporting documentation will be returned to the Proposers except as part of a final definitive contract with the successful Proposer.

2.6 RESERVATION OF RIGHTS

NEITHER THIS RFP, NOR ANY FURTHER CORRESPONDENCE OR DISCUSSION, SHALL CONSTITUTE AN OFFER BY EPWATER, AND SUBMITTAL OF A PROPOSAL SHALL NOT BE DEEMED AN ACCEPTANCE.

EPWATER RESERVES THE RIGHT TO ACCEPT OR REJECT ANY AND ALL RESPONSES TO THIS RFP AND AT ITS COMPLETE DISCRETION AND WITHOUT EXPLANATION TO THE BIDDER(S). EPWATER RESERVES THE RIGHT TO WITHDRAW OR MODIFY THIS RFP AT ANY TIME.

2.7 PROPOSAL OFFER FIRM

THE PROPOSER GUARANTEES THAT ITS RESPONSES TO THIS RFP, INCLUDING PROPOSED TERMS AND PRICING, ARE FIRM AND BINDING FOR 365 DAYS AFTER THE DUE DATE FOR SUBMISSION OF PROPOSALS OR RECEIPT OF THE LAST BEST AND FINAL OFFER SUBMITTED.

https://epwater.org/business_center/purchasing_overview/bids/non-construction

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3.0 EPWATER BACKGROUND 3.1 INTRODUCTION TO EL PASO WATER

The El Paso Water Utilities – Public Service Board (PSB) provides water, wastewater, reclaimed water, and drainage service to its customers. For financial reporting purposes, EPWater is considered a component unit of the City of El Paso. The PSB operates and manages EPWater on behalf of the City of El Paso. It adopts separate annual operating and capital budgets for the Water and Wastewater Utility and the Municipal Drainage Utility, along with associated rates and fees for services, and issues updates to its Rules and Regulations, which have the force of law. EPWater recovers the cost of providing water, wastewater, reclaimed water, and drainage services primarily through user charges and fees. EPWater does not assess or collect ad valorem property taxes. As part of the mission and vision statements of the Public Service Board, EPWater strives to balance customer needs with proper resources and financial management as well as regional leadership. City of El Paso Ordinance Number 752, adopted May 22, 1952, established the Public Service Board – El Paso Water Utilities. The board of trustees, known as the “Public Service Board (PSB),” was given complete management and control of the city’s water system. Ordinance Number 017167, adopted August 11, 2009, increased the number of board members from five to seven. The PSB consists of the Mayor of the City of El Paso and six residents of El Paso County, Texas. Except for the Mayor, all other trustees are appointed by the City Council and serve staggered four-year terms. In June 2007, City Ordinance Number 016668 established a Municipal Drainage Utility for the City of El Paso. The Public Service Board – El Paso Water Utilities was given complete management and control of the city’s drainage system, which EPWater assumed effective March 1, 2008. Mission Statement To provide our customers a sustainable water supply and the highest quality water services to enhance the vitality of El Paso. Vision Statement We are an international model for water resource innovation, respected and trusted by our customers for our leadership in delivering sustainable water services to a thriving El Paso community. Additional Information The website below provides information about EPWater that is useful background for responding to this RFP.

https://epwater.org/about_us/rules_and_regulations


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3.2 EPWATER SERVICE TERRITORY

EPWater will continue to use a diversified water supply portfolio to meet the water supply needs of the future. The major components of the EPWater supply portfolio include the Rio Grande, groundwater from Mesilla and Hueco Bolsons, desalination of brackish groundwater, water reuse, conservation and importation.

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3.3 QUANTITATIVE ASSUMPTIONS

The Proposer should use the following quantities and counts as needed for any project-based assumptions.

3.3.1 CUSTOMER COUNT

Service Type Customer Class Customer Count

Water Residential 191,481 Non-Residential 17,677 Industrial Accounts 234 Sewer Residential 185,390 Non-Residential 13,319 Solid Waste Refuse 204,249 Drainage Drainage 200,170

Based on EPWater forecasts, the customer count will remain relatively stable, growing approximately 2.0% per year for the foreseeable future.

3.3.2 GENERAL METRICS

Metric Average Monthly

Call Center Call Volume 34,865 Walk in Traffic 2,725 Average Speed of Answer 8.26 minutes (YTD) Reminder Notices/Final Notices 12,698 E-Bill Accounts 45,000 Customer Self Service Web Traffic (Unique Visitors) 12,400

3.3.3 CUSTOMER PAYMENTS BY CHANNEL

Payment Channel 12 Mo Totals 12 Mo Average

Lobby Payments 109,816 9,151

Mail Payments 603,067 50,256

Night Deposit 23,667 1,972

Field Collections 2,824 235

ACH (Internal) 277,393 23,116

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EFT 18,245 1,520

CheckFree (Electronic, 3rd Party) 558,665 46,555

CheckFree Pay (3rd Party Walk Ins) 300,925 25,077

Metavante (Electronic, 3rd Party) 33,690 2,808

ORCC (Electronic, 3rd Party) 25,100 2,092

Chase (Electronic, 3rd Party) 57,156 4,763

Bill Matrix (IVR and 1-time web) 543,605 45,300

City (EFT, directly from City) 1,441 120

Total 2,555,594 212,966

3.3.4 FIELD SERVICE ORDERS Total annual field orders for the 12 months ended September 2019, by department:

Department Quantity Customer Service 229,436 Meter Shop 4,128 WDT (Field Office) 7,317

Standard CIS generated field service orders, for select order types only:

Field Operations - Dispatch 12 Month Quantity

Turn Ons Completed 38,210

Cut Offs Completed 19,780

Departmental Investigations Completed 4,758

Check Readings Completed 7,515

Hi/Lo Kickouts 19,687

Small M/C Maintenance 11,572

Small M/C Others 3,163

Past Due 12 Month Quantity

Total Cycle Eligible Shut Offs 70,108

Number of Accounts Cut Off for Non-Payment 26,455

Turn Off 24 Hours Notices (Field) 55,404

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Paid in Field Delinquent Resolved 2,415

Reinstates Completed 22,360

In addition, services orders can be created from the Meter Readers handhelds as well as the Engineering department for new Premise creation.

3.3.5 SYSTEM USERS

EPWater has 169 functional users of the current CIS system. Approximately 110 of these users utilize the system for greater than 60% of their normal workday. The remaining user are equally split between Part-Time use (30%-60% of normal workday) and Casual Use (less than 30% of normal workday).

The primary departments impacted by this project are further described in the table below:

Department Number of Staff Customer Service 42 Customer Service Representatives (CSRs),

12 Supervisors, 2 operators, and 4 managers

Meter Reading 22 Meter Readers, 1 Field Supervisor

Field Service 35 Field Service Representatives (FSRs), 12 Inspectors, 6 Dispatchers, 2 Supervisors

Cashiering 6 Sr. Cashiers, 3 Supervisors

Engineering 6 Engineering Assistants (New Premise Creation) 1 Supervisor

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4.0 CURRENT ENVIRONMENT

4.1 EXISTING CUSTOMER INFORMATION SYSTEM AND CUSTOMER SERVICE OVERVIEW

EPWater uses the Systems & Software enQuesta CIS system. It was implemented in 1997 and was upgraded to Version 4.0 in 2011. Some modifications were made at that time. Billable Services are based on the customer class and a function of the measurement basis:

Service Provided Measurement Basis Water Metered; rate based on CCF or gallon usage Wastewater Based on Water usage; Flat rate charged Drainage Based on impervious surface; Flat rate charged Refuse Flat rate

Water Billing is based on minimum monthly fee, meter size, and the tiered volume used. Wastewater Billing is based on a minimum monthly charge based on the meter size. In addition, there is a commodity charge based on the previous year’s average winter consumption. The large industrial customer’s wastewater is tested for Biochemical Oxygen Demand (BOD) and for Total Suspended Solids. Either of these may be subject to a surcharge, related to the cost of treatment or removal and disposable respectively. Stormwater Billing is based on the property’s impervious area. There can be multiple categories for residential customers. Non-residential customers are charged based on calculations made based on impervious area. Refuse billing is a flat charge based on the number of bins and, possibly, additional fees. Examples of additional fees include extra bins, special pickups, replacement bins, replacement lids, special/rushed deliveries, dead animal pick up, senior and disabled discounts, some rates are taxable, some rates have TCEQ fees, inside and outside city limits rates, etc. For more information about refuse billing, please consult:

https://www.elpasotexas.gov/environmental-services/collections/new-customers To familiarize the Proposer with the various rates that are used at EPWater, please refer to:


4.2 CURRENT SYSTEMS AND BUSINESS PROCESSES

Meter Reading and Metering Systems EPWater reads most meters monthly using a traditional download-read-upload process on handheld devices. There are projects underway to evaluate RF meter reading technologies, with the expectation to expand use of RF meter reading over the same timeline as this CIS replacement. EPWater uses four meter

https://www.elpasotexas.gov/environmental-services/collections/new-customers


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reading solutions (Smart Phone Meter Reader Software (SPMR), Badger, Kamstrup, and Zenner) to manage handheld meter reading, RF meter reading, and AMI. Other than AMI, each day’s scheduled meter readings are staged and downloaded to the handheld units by a meter reader supervisor. The handhelds provide meter readers real-time validation for high-low when entered on the handhelds. If a reading fails validation, the reader uses the handheld to take a picture of the meter that clearly shows the read. Validation pictures are linked back to CIS through a smart hyperlink. Meter readers can also enter skip and trouble codes related to each read, which initiates specific follow-up work automatically. At the end of each day, all subsequently completed data is uploaded back to vendor portals and then uploaded into the CIS, where exceptions are identified, worked, or estimated prior to billing. EPWater does not expect this core meter reading process to change significantly but wants to add functionality for easily resequencing meters within routes. This resequencing should be available from both the handheld device and the core CIS application. Premise Creation The legacy enQuesta platform has a permitting module that EPWater uses in their process for creating new premises. This permit record flows through multiple departments and serves as the work ticket for the new premise including details for the installation, fees required, and customer contract agreement. EPWater understands that core C2M does not have a true permitting module and is looking for bidder’s expert recommendations for this process. Proposed solutions may be solely based on C2M functionality or may recommend additional software components, based on the bidder’s prior experience. Account Management, Billing and Printing Monthly billing is currently accomplished through a variety of mostly manual activities to load meter readings, process adjustment, credits, refunds, transfers and account finalization. The legacy platform does not allow for out of cycle billing, so any account that is not ready for billing must be manually moved to another cycle until the issue is resolved. Out of cycle billing processes are expected to be incorporated into the future solution. A total of 48 cycles are used today for a variety of organization and processing purposes, although the typical month consists of 20 or 21 workdays. EPWater is open to using industry best practice for determining number of cycles. EPWater maintains their own bill layout and image rendering configuration using a software module in the current platform. Once nightly billing completes, PDF’s of the bills are created and are archived outside of CIS (enQuesta) using a manual process. The image file is then sent to a third-party bill printing service for printing, stuffing, and mailing. EPWater intends to retain full access to the bill layout and the tools to change the billing format as needed. Payment Processing and Cashiering EPWater currently accepts payments through the following channels:

• Lobby Cashiers: Cash, Check, Money Order • Mail or Payment Drop Box: Cash, Checks and Money Orders

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• IVR: E-Check, Credit Card, Debit Card • On-line (one time and recurring): E-Check, Credit Card, Debit Card • Automatic EFT • ACH: bank routing information • Authorized Payment Agencies: Check, Money Order, Cash

EPWater currently uses the legacy CIS cashiering module as a utility wide cashiering solution. Customers who make in-person payments receive a detailed receipt and all payments are posted in real-time to the customer’s account. This cashiering solution also handles miscellaneous cash receipts within their daily cash batches. These miscellaneous payments are not directed to CIS accounts, and includes payments for leases, rents, retirees’ health insurance, etc. All cashiering journal entries to the GL are currently manually entered and reconciled. The future solution should include an interface to the GL to eliminate manual posting. EPWater uses an enQuesta standard file format to upload information from a variety of payment aggregators as described in Attachment B – EPWater Integration Points. EPWater customers may sign up for automatic payments through CheckFree or through the Utility directly. For the direct channel, the banking information is stored in CIS and must be encrypted. No changes to these capabilities are expected in the future solution.

All Federal and State agencies and some commercial accounts make payments to EPWater through electronic fund transfer. Upon initiating an EFT payment, organizations contact the EPWater cashiering department to provide the relevant account numbers and the amount paid. The cashiering department downloads EFT deposit information daily and manually enters those payments into CIS through a cashiering “batch.” This is a largely manual process and EPWater expects bidders to propose solutions for streamlining or automation. Customer Self Service EPWater customers can currently access their utility accounts online utilizing WebConnect, an integrated enQuesta product that is to be retired. Within WebConnect, customers can:

a) View Billing, Payment, Consumption and Service Request History

b) Make Payments Through a Third-Party Payment Service (requires separate login)

c) Make Updates to Mailing Address

d) Submit Requests to a CSR for Transfer of Service, Disconnection of Service, Request a Meter Read, and General Questions

Deposits EPWater currently bills deposits on the first bill. Deposit amounts are based on class of service and prior history with the EPWater. Collected deposits are kept on accounts until they are final billed, at which time

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the deposit is applied to the final balance. There are no standard deposit refunds or recalculation process based on payment history or internal credit rating. Active Delinquency Process All bills are due fourteen (14) days from the bill printed date. If unpaid after the due date, the customer is sent a disconnection notice and their internal credit score is affected. Customers become eligible for disconnection when they have a pre-determined threshold amount due 21 days past the billing date. The threshold amount can change over time and is currently set at a minimum of $125.00. Customers who fail to comply with the agreed terms of a promise to pay, 24-hour extension or installment agreement are eligible for immediate disconnection regardless of the threshold amount.

Delinquent (cutoff) service orders are sent from enQuesta to Fieldport for distribution and field completion. Once onsite at the service address, Field Service Representatives have the discretion to either disconnect the service or provide a 24-hour extension. Whether disconnected or issuing an extension, the service order is completed including a $20.00 delinquency order fee. If disconnected for non-pay, reinstatement of service requires an additional $25.00 order completion fee. Inactive Delinquency Process Final bills are processed and sent to customers immediately upon finalization. A second final bill will be sent the following month if the account remains unpaid. If the account remains unpaid and the final bill is less than $300, a reminder letter is sent. If unpaid and the final bill is $300 or more, a legal letter is sent via certified mail. Letter Generation EPWater uses the integrated document design program within enQuesta to create and modify letter templates. Delinquency notices are produced along with the bill print process and are sent to the bill print provider for printing and mailing. Other letter types are generated and printed locally as needed. PDF files are stored on a remote server and can be accessed for reprinting as necessary. Please see Attachment G – Sample Letters. EPWater expects to maintain the ability to create, change, and print letters through the CIS system. All letters are to be archived and easily retrieved by the CSR’s. Service Order Distribution and Management EPWater currently uses Fieldport, a mobile work management system (MWM) to organize, issue and complete field service orders. Service orders are created in CIS and then exported through an integration to Fieldport. Supervisors manually assign orders to individual FSRs. FSRs manage their daily workload and routing themselves. Workers carry laptops out to the field to use in completing the work. Once completed the order information is updated in CIS by a semi-real time interface. The current interface is real time or batch, with store and forward capabilities. The current solution is slow to sync and doesn’t handle offline completions adequately.

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Meter & Equipment Management

The primary meter inventory application is embedded in enQuesta. Individual meter records are added to enQuesta when meters are purchased without regard to being installed at a service location. These meter records are also updated when meter activities occur such as when an installation, removal or exchange order is completed. Test selection algorithms and test order creation functionality are maintained and run in the legacy CIS application. In addition, enQuesta houses all meter testing data.

The legacy CIS provides information regarding all meter and equipment assets. Detailed information on all water assets across the service territory is kept in the EPWater GIS application.

Stormwater Service Orders EPWater receives calls to investigate potential stormwater issues. CSR’s create a record in EnQuesta for tracking purposes only, but also create an order in Hansen for field assignment and execution. These Hansen orders are not tied to unique services and status updates are not visible in EnQuesta. EPWater desires an improved process to eliminate dual entry and improve status visibility. Backflow EPWater requires that customers test backflow devices as part of the new service process and as a yearly maintenance item. Backflow testing requirements are currently managed through the enQuesta Cross Connections module.

Annual Test Letters are produced from CIS to remind customers to test their devices. If test confirmation notice isn’t received by the testing due date, a second notice is sent.

enQuesta identifies all accounts which are eligible for disconnection due to backflow non-compliance. These disconnection orders integrate into Fieldport for field completion. Promissory Notes EPWater may offer Promissory Notes to residential customers (property owners only) who can’t afford the full charges involved in setting up a new service. Promissory Notes are calculated based on simple interest, currently 6%, and up to 24 monthly installments. Installments are billed monthly along with normal charges. Failure to pay the monthly installment qualifies for disconnection of the water service, in the same process as normal collections procedures. If the customer defaults on the promissory note, the full balance, including accrued interest and filing charges, is immediately due. An amended lien may be filed against the property for these additional amounts should Note remain unpaid after Notice of Default. Reporting Currently EPWater uses special purpose (data) files and COGNOS for the enterprise wide reporting tool. One of the pain points at EPWater is limited access to the CIS (and related) data and no online querying or reporting. EPWater looks to the Proposer to recommend solutions which may include a Data Warehousing solution.

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Conservation Initiatives EPWater is responsible for managing city-wide compliance with the Water Conservation Ordinance, which applies to any person who uses water from the El Paso Water Utilities supply system, contains mandatory year-round restrictions on certain water use activities and prohibits water waste. Compliance is manually monitored by an EPWater employee, and citations are issued for violations. While these citations are issued outside of CIS and are paid directly to the city, they are manually entered into CIS for tracking purposes with notes on the account. Customers may be granted variances of watering days or hours, based on certain circumstances. All variances are discontinued during water emergencies and drought Stages 2 and 3. Customers may also be granted special watering permits from 1 to 30 days for specific circumstances (new lawns, fertilizer application, etc.). Variances and special watering permits are entered into and tracked by CIS. Information on Current Financial and Administration System EPWater currently uses PeopleSoft 9.2 for financials, including General Ledger. EPWater is looking to adopt best practices surrounding C2M to PeopleSoft GL integrations.

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4.3 CURRENT EPWATER SOFTWARE ECOSYSTEM The following diagram illustrates the current CIS software and related integrations. Please also refer to Attachment B –EPWater Integration Points for more detail.

4.4 CURRENT DATA RETENTION EnQuesta currently contains full detailed history back to 2007, with additional items containing workflow history and diary history back to 1997. Texas Local Government Records Act of 1989 dictates EPWater must maintain financial transaction history for at least 7 years.

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5.0 PROPOSAL SCOPE & REQUIREMENTS As mentioned in Section 1, EPWater is beginning a business transformation program based on implementing Oracle C2M as the new CIS platform, along with customer self-service (CSS) and mobile field work management (MWM). EPWater is seeking Proposals for a primary System Integrator (SI) as a partner in successfully completing this entire transformation program. The Proposer is to submit a proposal for implementation services as the primary party. Proposers may choose to partner with other vendors in order to provide a total “Solution”.

Proposers should carefully examine the full content of this RFP package for a complete understanding of the scope, strategies, and detailed requirements for this program.

5.1 BUSINESS EXPECTATIONS

EPWater expects the Proposer(s) to provide leadership during product configuration to implement common and/or best practices to optimally use the applications’ functionality. EPWater will rely principally upon product configuration rather than product modifications and prefers to modify its business processes to fit the technology workflow. Customization to any of the software is to be avoided unless necessary and approved by the appropriate EPWater authorities.

EPWater is committed to embrace universal business processes that are enabled by the baseline software solution and expects the Proposer to provide consultation to EPWater through the process of standardization of business process review and as part of the organizational change management portion of the proposal.

EPWater is seeking a fixed-priced Proposal for project management, analysis, design, development, conversion, configuration, testing, organizational change management and training, implementation, and post-implementation support.

EPWater may engage Oracle for certain key services related to validating solution design. In this scenario, EPWater expects Proposer to participate and collaborate fully with Oracle to achieve a final solution design that aligns with Oracles product design, strategy, and roadmap.

EPWater expects full transparency in all communications between all parties involved in this transformation effort.

5.2 EPWATER DETAILED REQUIREMENTS EPWater has documented over 2,300 individual requirements in Attachment D – CIS and Associated Systems Requirements, which is a required response document. Extremely careful review and response to this attachment will provide a thorough understand of EPWater’s expectations for this program to deliver. These requirements are organized into 14 sections, listed below.

1.0 General Requirements 2.0 Account, Customer & Premise Management 3.0 Customer Self Service 4.0 Credit and Collections 5.0 Financial Management 6.0 Billing Management 7.0 Rates Management

8.0 Usage Management 9.0 Inventory Management 10.0 Service Order Management 11.0 Cashiering Management 38.0 Mobile Work Management 42.0 Security Management 46.0 Backflow Management

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5.3 MAJOR APPLICATION COMPONENTS

5.3.1 ORACLE C2M

EPWater has selected Oracle’s C2M application platform as the primary component to replace the current enQuesta CIS. While EPWater has a small amount of AMI metering, the requirements don’t justify implementation of the full Advanced MDM capabilities of C2M. Therefore, EPWater intends to purchase and implement the more traditional “Base” version of C2M. The actual line items intended for purchase from Oracle are:

Oracle Utilities Customer to Meter Base for Residential Customers Oracle Utilities Customer to Meter Base for Commercial and Industrial Customers

5.3.2 CUSTOMER SELF SERVICE PORTAL

Since the current customer self-service (CSS) portal is an integrated part of the enQuesta platform, a new CSS solution will need to be implemented along with C2M. EPWater intends to select and implement an updated, modern, and robust customer self-service portal to meet its requirements in this RFP.

The most critical aspect of the new CSS solution will be seamless integration to third-party payment vendors without the need for separate logins or passwords.

EPWater has investigated and evaluated, through a formal RFQ process, available CSS solutions in the market and narrowed the choices to Kubra (KUBRA Data Transfer, LTD.), Milestone (Milestone Utility Services Inc.), and Smart Energy Water (Smart Energy Systems Inc. dba Smart Energy Water). Proposer will propose a recommended CSS solution from within the named qualified CSS providers, based on Proposers experience. Proposer will incorporate the CSS implementation into the overall recommended project proposal.

5.3.3 MOBILE FIELD WORK MANAGEMENT

The current Mobile Field Work Management (MWM) solution is integrated with the legacy CIS solution, and will be replaced as an essential part of the new Oracle C2M implementation project.

EPWater is seeking an updated, modern, and robust mobile field work management solution to replace our existing Fieldport application. The ideal solution is expected to Integrate fully into EPWater’s enterprise wide systems and processes, for efficient and effective completion of field work orders.

The proposed solutions should also be: a) Compatible with a wide variety of mobile devices. b) Easy to configure and implement. c) Utilize standard integration technology and be proven to work well with Oracle C2M and ESRI d) Easy to support and maintain in the future.

While a robust new platform with advanced features is desired for the future, this project will focus on replicating standard order functionality while adding improved real time integration and more efficient work allocation tools.

EPWater has investigated and evaluated, through a formal RFQ process, available MWM solutions in the market and narrowed the choices to Clevest (Clevest Solutions Inc.) and KloudGin (Enterprise Signal Inc.

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dba KloudGin). Proposer will propose a recommended MWM solution from within the named qualified MWM providers, based on Proposers experience. Proposer will incorporate the MWM implementation into the overall recommended project proposal.

5.3.4 AREAS FOR CONFIRMATION EPWater has identified the following functional areas to be of special interest related to the final solution:

a) Cashiering b) Permitting and new construction workflow c) Backflow device tracking and testing

EPWater is looking for Proposer’s experience and recommendations in these areas to help define a high-quality solution for the future, even if those solutions involve a “best of breed” strategy requiring additional applications outside of C2M.

5.4 TECHNICAL STRATEGIES

5.4.1 PLATFORM AS A SERVICE

EPWater is separately procuring C2M platform services for use during and after this program implementation. EPWater will require the PaaS provider to handle software installation, hosting, and maintenance of all necessary environments. The PaaS provider will not provide implementation or maintenance services for design, build, test, or deployment of the C2M system, conversion, or configuration. Specifically, the PaaS provider will be responsible for all the green box functions in the following graphic of application support levels.

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Proposer will play a significant role in defining technical architecture detailed requirements in order to implement and operate a successful platform. Proposals should maintain technical architecture responsibilities, with the understanding that coordination will be required with the EPWater selected PaaS provider.

5.4.2 MIDDLEWARE EPWater has begun the process of procuring and implementing a middleware strategy based on Microsoft’s BizTalk product. BizTalk is planned to be hosted and operated in EPWater’s own datacenter. Proposers will work with EPWater to design and execute an integration plan incorporating BizTalk, as appropriate for each integration.

5.4.3 BATCH SCHEDULING EPWater does not have an existing enterprise batch scheduler and is expecting to utilize scheduling capabilities built into the C2M for the needs of this implementation. Proposer should incorporate this expectation into their proposal or present an alternative approach along with justification.

5.4.4 DATA ACCESS AND REPORTING

For reference information, Attachment H - Critical and Key Reports is provided for Proposer to understand current state reporting. EPWater expects that the business functions that are supported by these critical and key reports will be supported with the new solution. Proposers shall recommend an approach to reporting that meets EPWater’s needs and has been successful at utilities of similar size and complexity.

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EPWater is looking for Proposer to offer a complete reporting strategy and solution based on their experience with similar projects. EPWater is looking to increase use of ad hoc reporting capabilities from the CIS system and continue to use Cognos Reporting for custom reporting. PowerBI is also available in our environment for reporting uses as appropriate. EPWater expects full access to CIS and related data, as well as online querying and reporting. EPWater intends to establish a historical data warehouse primarily for legacy data that is not converted into production C2M. In addition, EPWater is open to provisioning and using a Data Warehouse to support future reporting and queries. If a Data Warehouse is recommended, the Proposer is to supply the recommended approach and include the full effort within the Proposal.

5.4.5 BILL AND LETTER IMAGE RENDERING

EPWater has maintained internal responsibility for configuring and maintaining the software to generate bill and letter images, which are then physically printed by a third-party print service (Pinnacle). This role and responsibility for image rendering is expected to remain internal to EPWater after this project. Since the current software is a component of the legacy enQuesta platform that is going away, EPWater has evaluated options for bill and letter image rendering for the future and would like to pursue using Oracle’s BI Publisher for this function. Proposer should incorporate this decision into their proposal or offer an alternative solution with justification.

5.5 IMPLEMENTATION METHODOLOGY EPWater is looking for Proposer to bring a robust and proven implementation methodology to this project. EPWater expects to adopt the full methodology of the selected Proposal and does not have a preference for Waterfall or Agile approaches. The proposed methodology must be proven and referenceable by other successful projects. EPWater has already established a program governance model, as shown below. Alterations to this governance model will be considered if it results in better alignment with the proposed overall implementation methodology.

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• Within this project, the Executive Sponsors will hold final decision-making authority on all matters impacting scope, schedule, budget, or external outreach.

• The Executive Steering members will provide insight, oversight, and decision support to the Executive Sponsors. These members will also provide key messaging for communication and support throughout their broader organizations, to ensure the project and change management goals are met.

• The Project Steering members will provide insight, oversight, and decision support to the Project Office/Project Team Leadership. All significant decisions related to scope, design, schedule and budget will be first addressed by Project Steering and either resolved or further escalated.

• The Quality Management function will provide independent oversight of project critical success factors.

• Finally, the Project Office will be responsible for planning and directing all daily activities of the Project Team. Coordination and communication among various participants in the project will be the responsibility of the Project Office.

• Any and all awards made from this RFP must be authorized by the Public Service Board (PSB).

EPWater expects the selected implementation partner to fully participate in the Project Office and Executive Sponsor roles and meetings.

5.6 PROJECT TEAM & KEY RESOURCES EPWater understands that perhaps the greatest success criteria for large, complex projects is the quality and experience of the people selected to work on the project team.

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The project manager and work stream leads must be seasoned experts who have been in these roles for previous implementations of the proposed solution, and who will be available continuously for this project during the full period of such person’s role in the project plan. A team of a project manager and work stream leads that have worked together on previous projects is ideal.

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6.0 EVALUATION CRITERIA

EPWater will complete an extensive evaluation process conducted by a cross-functional evaluation team representing all impacted areas of EPWater’s business. EPWater will evaluate written proposals based on the following:

Weight Item

10% Attachment A - 1.0 Proposer Company Profile

20% Attachment A - 2.0 Proposed Solution

20% Attachment A - 3.0 Proposer Implementation Methodology

20% Attachment A - 4.0 Project Team & Key Resources

20% Attachment D - CIS and Associated Systems Requirements

10% Attachment C - Resources and Pricing Worksheet

100%

EPWater will short list the top two proposals from the above evaluation. Short listed Proposers will be required to participate in Oral Presentations as indicated on the Schedule of Key Dates. Final scoring for the short-listed Proposers will be based on the following short-listed evaluation criteria:

Weight Item

60% Oral Presentations based off agenda that will be provided at the time of the short-listing notification.

20% Results of reference checks of the short-listed Proposers.

20% Updated Attachment C - Resources and Pricing based on results of Orals (updated and delivered to EPWater shortly after Orals)

100%

EPWater will move forward into final scope confirmation and contract negotiation with the Proposer who accumulates the highest score for the short-listed evaluation criteria above.

EPWater reserves the right to conduct additional evaluations and measurements of proposed solution responses as may be required to render an informed and optimum decision.

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7.0 REQUIRED PROPOSAL CONTENT As stated in Section 2.1, this proposal requires both hard copy and electronic file submission. Proposals should follow the organization of the sections below. If Proposers wish to submit their electronic files in a PDF format, they are also required to include standard MS Office versions (Excel, Word, etc.) to facilitate efficient evaluation by EPWater. 7.1 COVER LETTER Proposer must provide a one page signed and dated Cover Letter that clearly provides the contact information for the Prime Proposer. The cover letter should clearly state the commitments listed below:

a. Proposer’s contact person that is authorized to make the below commitments on behalf of his/her company;

b. Proposer has the ability and qualifications to conduct the work described in this RFP; c. Proposer has read and agrees to the procedural and legal terms of this RFP; and d. Proposer agrees to fully comply with all RFP requirements and EPWater Procurement Policies and

Procedures.

In addition, the Proposer may provide an Executive Summary of no more than five pages that covers:

a. The structure and strengths of the proposed support team; b. Brief overview of the proposed solution after implementation; c. General approach for carrying out the services requested by this RFP; and d. Demonstration that the team meets the minimum mandatory qualifications set forth in

Section 1.3 of this RFP. 7.2 ATTACHMENT A – RESPONSE FORM AND WORK BREAKDOWN

The Proposer is required to complete and return Attachment A – Response Form and Work Breakdown as part of their Proposal. All questions must contain a response and all answers should be contained within the provided file format. If attachments are necessary to full respond to a question, the attachment must be clearly referenced and labeled, or it may be excluded from evaluation.

7.3 ATTACHMENT C – RESOURCES AND PRICING WORKSHEET

The Proposer is required to complete and return Attachment C – Resources and Pricing Worksheet as part of their Proposal. Instructions on how to fully complete Attachment C are contained within the “Instructions” tab of the workbook. Proposers must fully and carefully complete all components of Attachment C to ensure their proposal can be properly evaluated.

7.4 ATTACHMENT D – CIS AND ASSOCIATED SYSTEMS REQUIREMENTS

The Proposer is required to complete and return Attachment D – CIS and Associated Systems Requirements as part of their Proposal. Instructions on how to fully complete Attachment D are contained within the “Instructions” tab of the workbook. Proposers must fully and carefully complete all components of Attachment D to ensure their proposal can be properly evaluated.

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7.5 ATTACHMENT E – EPWATER CONFLICT OF INTEREST AND TERMS & CONDITIONS

The Proposer is required to complete and return this attachment as part of their response.

The Proposer is required to complete and return Attachment E – EPWater Conflict of Interest and Terms & Conditions as part of their Proposal. Attachment E contains two distinct sections:

a) Terms & Conditions – EPWater’s required response document covering Terms & Conditions. b) Conflict of Interest Questionnaire – Required form from the State of Texas to be filed prior to

submittal of proposals.

7.6 APPENDIX – ADDITIONAL RESPONSE CONTENT Proposer may include any additional information that is required to support the Proposer’s response. Any additional response content provided must be fully labeled and referenced. Additional content not referenced to a specific response section may not be considered for evaluation.

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