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EXHIBIT "A" <br />SCOPE OF SERVICES <br />Consultant agrees to perform the following: <br />1. IVR/ Automated Phone Payments: <br />a. Provide an inbound White Label IVR system development and <br />implementation, which includes data integration modules for integration <br />into the City's internally developed ERP and provided with delaminated <br />files and email alerts on special case account payments. <br />b. Provide an integrated solution that reads out account information from <br />account data integration. <br />c. Provide a real-time payment processing solution to take credit card <br />payments via IVR. <br />d. Provide a data integration web service and batch CSV import/export <br />tooling. <br />2. Outbound Customer Notifications: provide Outbound Notification Platform <br />including voice and SMS notifications for utility bill and other community -related <br />campaigns. <br />3. Provide ShoreTel Custom Software Support for IVR Platform for the first year, <br />then as needed for subsequent years. <br />4. Provide ShoreTel Custom Software Support for Notification Platform for the first <br />year, then as needed for subsequent years. <br />5. Provide Palitto Consulting Services (PCS) Professional Consulting for Annual <br />PCI Self -Assessment Questionnaire. PCS will provide a PCS Subject Matter <br />Expert who will provide assistance and oversight to the City in the SAQ process <br />and to fill out their annual PCI SAQ. <br />Project Timeline <br />1. Project Kickoff (1 day) <br />2. System development and implementation (8 — 10 weeks) <br />3. Project acceptance — beginning of ShoreTel Custom Software Support (1 year) <br />After the initial year of ShoreTel Custom Software Support, and upon written <br />amendment to this Agreement, the City has the option of either purchasing an additional <br />annual ShoreTel Custom Software Support package or paying for hourly support at a <br />Time and Materials rate of $125.00 per hour, as needed. The prepaid support hours do <br />not expire, and the City will receive a refund for any unused hours. <br />REV: 11-14-18 DZ <br />Page 10 of 11 <br />ATTY/AGR.2018.265/Packet Fusion - IVR System Development & Implementation <br />