HomeMy WebLinkAboutVII (D) Approval and Authorization for Mayor and City Clerk to Execute Necessary Documents with Chrysalis for the Creation of IVR Software Agenda 01-16-2001
Item VII D
"(EA'lElt 0(' GOOD LII'0A'G-PRIDE OF WEST OR.LVGE" MAYOR COMMISSIONER
Ocoee S. SCOTT VANDERGRIbI
°� F CITY OF OCOEE
0 , L011111S4R)NI:RY
DANNY HOWELL
150 N. LAKINIORE DRIVE
OCouq 4lr>RIDA 34761-2258 SU)111NUI-ItSON
ny" RUST Y JOHNSON
� (407)905-3100 NANC Y I_PARKER
ff4 of G000 NNJ
0 IV M%SAW R
ELL IS SI IAI'IIt)
sWarr REPORT
TO: The Honorable Mayor and City Commissioners
FROM: Brian Ross, Information Systems Manager pc--
DATE: January 5, 2001
RE: Execute All Documents for the creation of IVR software
ISSUE
The City's Request for Proposal #99-002 for a City-wide'telecommunications System included
an Interactive Voice Response (IVR). The IVR. however, was not provided in its entirety and
the City must contract with another company to make this feature functional. The funding for
this contract was approved as item VII-F, at the December 19, 2000 commission meeting.
BACKGROUND/DISCUSSION
The City's request for proposal included a line item for an Interactive Voice Response (IVR).
The IVR provides an automated system for requesting permits via telephone. The winning
bidder, Sprint,provided only the hardware associated with an IVR. Unfortunately, software is
required to make the system functional. The City and Chrysalis have reached an agreement to
have Chrysalis provide the needed software.
RECOMMENDATION
Staff respectfully recommends an approval and authorization for the Mayor and City Clerk to
Execute All Necessary Documents fin the creation of IVR software for the City of Ocoee by
Chrysalis.
POWWWWWWWer {��
Lewis, Judie
From: Ross, Brian
Sent: Wednesday, December 27, 2000 10:38 AM
To: Walt Spiva (E-mail)
Cc: Paul Rosenthal (E-mail); Shapiro, Ellis
Subject: FW: City of Ocoee IVR Contract
Fl
CITYOFOCOEE-
Cnrysalissoft Here is their last set of clarifications.
I do not have any problems with their clarifications.
Brian
Original Message
From: Steven T. Hoffman jmailto:steve@chrysalis.net]
Sent: Friday, December 22, 2000 10:46 AM
To: Brian Ross
Subject: City of Ocoee IVR Contract
Brian,
I have taken the liberty to provide minor modifications to the contract
for
clarification. Please note the changes in the following sections:
- EXHIBIT B: SOFTWARE DEVELOPMENT AND CONSULTING PEES
- EXHIBIT D: PARAGRAPHS 5 - 9
We know you are keen on being self supporting on the IVR applications.
You
may certainly make any changes as you see fit once the applications have
been installed, however, we HIGHLY ENCOURAGE you to attend Nortel
training
prior to making any changes. In addition, you may want us to provide
consulting services the first few changes you make to ensure the
applications are not inadvertently taken off line, modified incorrectly,
etc.
I will be on vacation today through Dec 27. I will be checking voice
and
emails if you have questions.
Have a safe and happy holiday. . .
Regards,
Steven T. Hoffman
Chrysalis Software Inc.
14 Mentone Drive /
Carmel, CA 93923
Tel: 415-339-8837
Fax: 413-647-1702
1
SOFTWARE DEVELOPMENT AGREEMENT
Software Development Agreement ("Agreement") by and between:
City of Ocoee ("Customer")
150 North Lakeshore Drive
Ocoee, FL 34761
And
Chrysalis Software, Inc. ("Contractor")
2390 Harris Court
San Jose, CA 95124-1127
Effective Date: , 2000
PREAMBLE
WHEREAS, Contractor, at Customer's request, has agreed to develop certain
customized application software to be integrated into Customer's installed interactive voice
response ("JVR") system supplied by Sprint-Florida, Inc. ("Distributor") and Nortel
Networks; and
WHEREAS, Customer has entered into a contract with Distributor for the
purchase, installation and support of the IVR System; and
WHEREAS, Customer desires to purchase from Contractor and Contractor
desires to design, develop and provide to Customer such customized application software
proposed by Contractor.
NOW, THEREFORE, for good and valuable consideration, the parties agree as
follows:
1. Services and Software. Contractor shall perform software development
services ("Services") as required to design, develop, and implement the customized application
software ("Software") in accordance with the specifications in Exhibit A (the
"Specifications") to be licensed to Customer. The Software shall be developed, installed,
tested and accepted in accordance with the Specifications and the project schedule set forth in
Exhibit A ("Project Schedule").
2. Customer Coordinator. The Customer Coordinator for this development
project is identified in Exhibit A. Contractor shall address all questions regarding the Software
requirements and/or Specifications, and shall submit the Software for acceptance to the
Customer Coordinator.
006.198670.3
3. Fees. Customer shall pay Contractor the fees specified in Exhibit B for
performing the Services and for the license rights in the Software as described in Section 5.
Customer will not be responsible for paying or reimbursing Contractor for any out-of-pocket
expenses, including but not limited to, travel or living expenses unless such expenses conform
to the requirements of Section 112.061, Florida Statutes, and the expenses are approved in
advance by the Customer.
Customer is a tax-exempt entity. Customer will provide to Contractor evidence
of Customer's tax-exempt status upon Contractor's request.
4. Invoices. Contractor shall invoice Customer for each installment of the
fees upon the occurrence of each payment milestone set forth in Exhibit B.
5. Software License. Upon acceptance of the Software by Customer,
Contractor hereby grants to Customer a non-exclusive, perpetual, paid-in-full license (i) to use
the Software for Customer's business and governmental operations, and including the rights by
Customer (ii) to make a reasonable number of copies of the Software for backup purposes,
(iii) to use the Software at the number of locations and on the number of systems specified in
Exhibit A, and (iv) to assign and transfer such license with respect to use of the Software on a
particular system to anyone who subsequently acquires ownership of such system.
The term "Software" shall include Software and supporting documentation as
specified in Exhibit A, the design specification, design documentation and flow charts of the
Software for the final version, and end-user and administrator documentation. Contractor shall
deliver to Customer one (1) copy of the Software, as defined in the preceding sentence, at the
start of the Inspection Period, as defined below. The term `Software" shall also include all
modifications and corrections to the Software made by Contractor pursuant to Section 7 and, if
ordered by Customer, pursuant to Section 8.
Contractor warrants that (i) Contractor has the free, clear and absolute right to
license the Software to Customer in accordance with this Agreement; (ii) Customer's use of the
Software pursuant to the license will not violate any non-disclosure agreement or constitute an
infringement or other violation of any copyright, trade secret, trademark, service mark, patent,
design, proprietary information, or other right of any third party; and (iii) the Software shall
not contain any virus, lockup, time bomb, key lock, trap door, or disabling device or program.
6. Testing Acceptance and Training. Contractor shall install the Software
at Customer's site in accordance with the Project Schedule. Upon such installation,
Contractor, in conjunction with Customer shall test the Software to verify that it functions in
accordance with the Specifications set forth in Exhibit A. Contractor shall notify Customer in
writing when the testing is completed and the Software is ready for final inspection.
Upon receipt of Contractor's notice pursuant to the preceding paragraph,
Customer shall have 30 days to accept or reject the Software ("Inspection Period"). If during
the Inspection Period the Software does not operate in accordance with and conform to the
2-
006 198870.3
Specifications in Exhibit A, Customer shall notify Contractor of such non-conformance. Such
notice shall toll the Inspection Period.
Upon receipt of such notice of non-conformance, Contractor shall promptly
correct the non-conformance, including, without limitation, the installation of program changes
to the Software. Such corrective activities shall include re-testing of the Software by
Contractor, in conjunction with Customer, to verify that the non-conformance has been
corrected. Upon completion of its corrective activities, Contractor shall notify Customer in
writing and upon Customer's receipt of such notice the Inspection Period shall recommence for
a new thirty (30) day period.
The process described above shall apply each time Customer notifies Contractor
during the Inspection Period of non-conformance by the Software. Upon completion of a
successful Inspection Period, following Contractor's correction of all non-conformances
identified during any Inspection Period if such non-conformances were identified, Customer
shall accept the Software in writing.
If acceptance of the Software has not occurred within one hundred (100) days
following the original commencement date of the first Inspection Period because the Software
does not operate in accordance with the Specifications noted in Exhibit A, then Contractor
shall be deemed in default of this Agreement and Customer may pursue its remedies pursuant
to Section 14 without the requirement to give Contractor fifteen (15) days notice of such
default.
At the commencement of the first Inspection Period, Contractor shall provide to
Customer up to (1) ONE hour of end-user and administrator training concerning the use and
operation of the Software. Such training will be given in one or more telephone calls.
7. Warranties of Services, the Software and the Platform. Contractor
warrants to Customer that the Services shall be performed in a professional and highly skilled
manner and to standards not less than those generally accepted in the industry and that for
twelve (12) months following the date of acceptance of the Software by Customer ("Warranty
Period"), the Software shall (A) conform to and function in accordance with the Specifications
set forth in Exhibit A, and (B) be free from defects, bugs, errors and malfunctions, including
the media on which the Software is delivered which shall be free from defects in materials and
workmanship. Contractor shall promptly correct any failure of the Services or the Software to
conform to the warranties stated in this Agreement. If a failure of the Software to conform to
such warranties has a material adverse effect on Customer's ability to use the Software
("Emergency'), Contractor shall use its best efforts to isolate the defect or failure and install at
Customer's site a program fix or patch. Contractor shall respond within two (2) hours of notice
of the failure during Contractor's normal work hours, and Contractor shall diligently pursue a
remedy until the failure has been eliminated. Failures of the Software to conform to such
warranties which do not constitute an Emergency shall normally be corrected and a program
fix or patch tested at Customer's site within five (5) days after a notice of the failure has been
made during Contractor's normal work hours of 8:00 AM to 5:00 PM, Monday through
-3-
006.190670.3
Friday, Pacific Time, excluding Contractor's holidays. The foregoing warranties shall not
apply to the extent a failure of the Software is caused by repair or modifications to the
Software made by anyone other than Contractor or its agents, except as authorized by
Contractor, which authorization shall not be unreasonably withheld.
During the Warranty Period Contractor shall provide without charge during
Contractor's normal work hours telephone support to Customer concerning the use and
operation of the Software.
8. Continuing Support. For a period of four (4) years following expiration
of the initial warranty Period, Contractor shall offer and make available to Customer (A)
telephone support concerning the use and operation of the Software and the Platform, (B)
maintenance service on a per call or annual basis for the Software to correct or program
around defects, bugs, errors and malfunctions in the Software, and (C) development services
for the enhancement of the Software. Such services, if ordered by Customer, shall be provided
by Contractor at the prices set forth in Exhibit B hereto. Maintenance service response times
shall be the same as the warranty response times in Section 7. All development services shall
include a specification, project schedule and specified acceptance and warranty periods in
accordance with Sections 6 and 7. Maintenance services and development services shall be
ordered by Customer by issuance of purchase orders to Contractor referencing this Agreement.
At any time Contractor ceases to offer to Customer the maintenance, support and development
services for the Software described above, Contractor shall deliver to Customer within ten (10)
days following Customer's request one (1) complete copy of the source code for the Software
which was delivered to Customer in object code form only, along with one (1) copy of all
documentation for the source code.
9. Independent Contractor. Contractor shall perform the Services as an
independent contractor, and nothing contained in this Agreement shall be construed to create or
imply a joint venture, partnership, principal-agent or employment relationship between the
parties. Contractor shall not take any action or permit any action to be taken on its behalf
which purports to be done in the name of or on behalf of Customer or its affiliates.
Neither Contractor, nor any of its employees or agents, shall, in any sense, be
considered employees or agents of Customer, nor shall Contractor, its employees or agents, be
eligible or entitled to any benefits, prerequisites or privileges given or extended to Customer's
employees.
Contractor shall be solely responsible for the payment of wages, salaries,
benefits, and other amounts due to its employees and/or agents in connection with this
Agreement, and shall be responsible for all reports and obligations respecting its employees
and/or agents relating to social security, income tax withholding, unemployment insurance,
worker's compensation and similar matters.
Contractor represents and warrants that it does and shall maintain workers
compensation insurance and other employee insurance coverages required by law. In addition,
-4-
006.198670.3
Contractor represents and warrants that it does and shall maintain adequate public liability
insurance, including commercial liability insurance with contractual liability coverage.
10. Indemnities. Contractor shall indemnify, defend, and hold Customer, its
Commission members, employees, and agents, harmless from any and all claims, suits or
proceedings, losses, damages, liabilities and costs (including, without limitation, reasonable
attorneys' fees) which are attributable to any act or omission of Contractor, its employees,
agents, suppliers or subcontractors, including, but not limited to, any of such which (A) arise
from any injury or death to persons or loss of or injury to property or (B) arise from the failure
of Contractor to fulfill its warranty obligations under this Agreement or its continuing support
obligations under Section 8, and which are in any way connected with or arise out of this
Agreement, the Software or the performance of any services.
Contractor shall indemnify, defend, and hold Customer, its Commission
members, employees, and agents, harmless from any and all claims, suits or proceedings,
losses, damages, liabilities and costs (including, without limitation, reasonable attorneys' fees)
for infringement by the Software of any copyrights, patents, trademarks, trade secrets, mask
works or other intellectual property rights.
In the event of a claim arising under this Section 10, Customer shall promptly
notify the Contractor and shall cooperate, at Contractor's expense, with Contractor in every
reasonable way to facilitate the defense of any such claim. If Customer's use of the Software
becomes the subject of an infringement claim, Contractor at its option and expense for all
associated costs shall either (i) procure the right for Customer to continue using the Software,
(ii) modify the Software so that it is no longer infringing, or (iii) replace the Software with
non-infringing software that complies with all of the requirements of this Agreement.
11. Subcontracts. Contractor shall have the right to assign or subcontract
any portion of its rights, duties or obligations under this Agreement without the consent of
Customer, provided the assignee or subcontractor agrees in writing to assume the obligations
of Contractor hereunder. Notwithstanding any subcontract or assignment, Contractor shall
continue to be fully responsible and liable to Customer for full performance of all Contractor's
obligations and warranties hereunder.
12. Publicity. Contractor shall not disclose or advertise in any manner the
nature of the Services performed under this Agreement, the fact it has entered into this
Agreement with Customer, or any confidential information of Customer, unless Customer, in
its sole discretion, grants Contractor permission to do so.
13. Termination for Convenience. Upon written notice to Contractor,
Customer may terminate this Agreement or any portion thereof for its convenience, without
obligation or liability of any nature except to pay Contractor for the portion of the Services
performed prior to the effective date of termination. If requested in writing by the Customer
Coordinator, Contractor shall complete any tasks specified in the notice, and the terms and
conditions of this Agreement shall continue to govern such tasks; otherwise, Contractor shall
use its best efforts to conclude its activities and minimize any charges to Customer prior to the
5-
006.198670.3
effective date of termination and will refund any prepaid monies for Services not performed.
Unless otherwise instructed by Customer and subject to the preceding sentence, the Software
and Platform shall be promptly tendered and delivered by Contractor to Customer in the
condition in which they exist on the effective date of such termination and upon such delivery
the Software shall be licensed to Customer in accordance with Section 5. Contractor shall
include in any subcontracts issued by it for performance of any portion of the Services a clause
similar to this which will enable Contractor to terminate such subcontracts for its convenience.
14. Default. If either party shall be in default of this Agreement and such
default shall continue for more than fifteen (15) days after notice thereof is given to the party
in default, the party not in default shall be entitled to terminate this Agreement. The election
to terminate shall not be construed to be an election of remedies or a waiver thereof, and the
party not in default shall be entitled to each and every other remedy available at law and/or in
equity. The failure to object to an act of default shall not be deemed a waiver thereof. In the
event this Agreement is terminated because the Software does not operate in accordance with
the Specifications set forth in Exhibit A, Contractor shall within fifteen (15) days following
such termination return to Customer all fees paid to Contractor pursuant to this Agreement.
15. Materials Furnished by Customer. Any materials and/or equipment
furnished by Customer in connection with this Agreement, with or without charge to
Contractor, shall be deemed bailed to Contractor, and title thereto shall at all times remain
with Customer. Upon Customer's request therefor, Contractor shall return, at its expense and
risk, all such materials and/or equipment in the same condition as they were when furnished by
Customer, reasonable wear and tear excepted.
16. Limitation on Liability. In no event shall Customer or Contractor be
liable for any consequential damages; provided, however, that this limitation shall not apply to
Contractor's indemnity obligations under Section 10 for injury or death to persons, loss or
injury to property, or infringement of copyrights, patents, trademarks, mask works or other
intellectual property rights.
17. General. Contractor, when in or upon Customer premises, shall obey all
rules and regulations established by Customer regarding the conduct of its own employees and
any additional rules and regulations established by Customer for non-employees, including,
without limitation, security rules and regulations.
All notices and consents required to be given or made by the parties shall be
sent by U.S. certified mail, postage prepaid, return receipt requested, to the address set forth
above or such other address as may be established by notice hereunder, and shall be deemed
received when actually received as shown by the date on the return receipt card, or upon the
date of any refusal of delivery. Such notices and consents shall be directed to: Contracts
Administration at Customer, and Administration Department at Contractor.
Sections 5, 7, 8, 10, 12, 15, and 16 shall survive the expiration or earlier
termination, for any reason, of this Agreement.
-6-
006.198670.3
This Agreement shall be governed by the laws of the State of Florida,
notwithstanding its rules regarding the conflict of laws. All actions or proceedings arising in
connection with this Agreement shall be filed exclusively in state or federal court in the County
of Orange, Florida. Each party waives any right it may have to assert any objection or defense
regarding the mandatory venue, including, but not limited to, any assertion that the venue is
not convenient. Contractor agrees to comply with all applicable laws, regulations, and
licensing requirements during its performance under this Agreement.
The following notice applies to all Contractors: "A person or affiliate who has
been placed on the convicted vendor list following a conviction for a public entity crime may
not submit a Bid on a Contract to provide any goods or services to a public entity, may not
submit a Bid on a Contract with a public entity for the construction or repair of a public
building or public work, may not submit Bids on leases of real property to a public entity, may
not be awarded or perform work as a Contractor, supplier, subcontractor, or consultant under
a Contract with any public entity, and may not transact business with any public entity in
excess of the threshold amount provided in s. 287.017, Florida Statutes, for CATEGORY
TWO for a period of 36 months from the date of being placed on the convicted vendor list."
This Agreement constitutes the entire agreement between the parties with
respect to the subject matter hereof and supersedes all prior and contemporaneous
communications, written or oral, with respect thereto. This Agreement may only be amended
or modified by a writing duly executed by both parties which expressly references and amends
this Agreement. If any conflict exists between the terms of this Agreement and any exhibit or
attachment hereto, the terms and provisions of this Agreement shall control.
IN WITNESS WHEREOF, each party hereto has caused this Agreement to be
executed by its duly authorized representative.
"CUSTOMER" "CONTRACTOR"
CITY OF OCOEE, FLORIDA CHRYSALIS SOFTWARE, INC.
By: By:
Title: Title:
Date: _ Date: —
FOR USE AND RELIANCE ONLY
DT TEE CITY OCOEE
APPROVED AS TO PORN AND LEGALITY
this day of
Foley i Lardnor
City Attorney
0061986703
EXHIBIT A
STATEMENT OF WORK
The Statement of Work defines CHRYSALIS' responsibilities for software and services to
support CUSTOMER's provision of an OPEN IVR System installation, allowing CUSTOMER
to:
APPLICATION DESCRIPTION (SPECIFICATIONS)
Develop and install the application interface as outlined in Chrysalis' letter of quote dated
October 23, 2000, the relevant portion of which is attached hereto as Exhibit C, and conform
to the functional specifications attached hereto as Exhibit D. The descriptions set forth in
Exhibit C and Exhibit D collectively constitute the Specifications.
PROJECT MILESTONES (the installation interval will be 12 working weeks from the receipt
of a valid PO).
Following are the major project milestones (the Project Schedules), the organization
responsible for the completion of each milestone, and the week during which the milestone is
expected to be completed.
Desertstion Organization Week
Complete Functional Specification Chrysalis/City of Ocoee 2
Sign-off Functional Specification City of Ocoee 3
Installation of IVR Sprint/City of Ocoee 3
Access to database City of Ocoee/Chrysalis 4
Provide test accounts City of Ocoee 5
Record voice prompts Sprint/City of Ocoee ]
Complete application development&test Chrysalis 8
Installation of application Chrysalis 9
Complete integration testing Chrysalis 10
Complete customer testing Sprint/City of Ocoee 11
Acceptance of application/Production City of Ocoee 12
The overall project time will be 12 working weeks from the receipt of a valid PO and is
dependant upon timely responses from CUSTOMER to CONTRACTOR'S requests for
information. The functional specification will confirm the elapsed time estimate.
DESCRIPTION OF DELIVERABLES
The deliverables shall include the Software, the Software design specification, design
documentation and flowcharts of final version of the Software, and end user and administrator
documentation. The portions of the Software developed using the OPEN IVR GUI-based
application shall be delivered in source code form. All other Software shall be delivered in
object code form.
$-
006.f 9a6]0.3
NUMBER OF SUBLICENSES
CUSTOMER is authorized to sub-license as many copies as necessary to support the Software
which is to be executed on no more than one IVR CPU connected to the CUSTOMER'S
telecommunications system(s) unless otherwise noted in this Exhibit A.
CUSTOMER'S PROJECT COORDINATOR
CUSTOMER's project coordinator is Brian Ross unless otherwise noted.
9-
006.198670.3
EXHIBIT B
FEES AND PAYMENT TERMS
FEES
The total fees for the Services, the grant of the Software license per Section 5, and the Year 1
Maintenance/Support Fee, are $36,960.00.
There are no applicable taxes to the fees.
PAYMENT SCHEDULE
Event Percentage of Fees Amount
1) Upon execution of this agreement by both parties 50% $18,480.00
2) Upon installation of application 25% $9,240.00
3) Upon customer acceptance of application 25% $9,240.00
ANNUAL MAINTENANCE AND SUPPORT FEES
Twelve (12) month warranty period beginning on the [The Year 1 Maintenance/Support Fee is
date of Customer's written Acceptance of Software (8 included in the Fees contained in the
hours per day 5 days per week) (Year 1) Payment Schedule above.]
Year 2 $3,960.00
Year 3 $1,980.00
Year 4 $1,980.00
Year 5 $1,980.00
SOFTWARE DEVELOPMENT AND CONSULTING FEES
• During the twelve (12) month warranty period. Adds, moves, and changes charges are
$224 per hour (2 hour minimum).
Consulting time also available in 10 hour
blocks at $175 per hour
• Contractor's Software Development and
Consulting Fees for subsequent years shall be at
Contractor's then standard rates.
-10-
006.1986]0.3
EXHIBIT C
October 23, 2000
Brian Ross
Information Technology Manager
City of Ocoee
150 North Lakeshore Drive
Ocoee, FL 34761
Tel: (407) 905-3100 EXT1522
Fax: (407) 656-7835
bross@ciocoee.sl.us
Dear Brian:
This is a budgetary quote for an LYR implementation for the City of Ocoee, FL. This quote is
our best estimate of the amount of effort required for the application development and is based
upon preliminary information you have provided. If discoveries during the detailed design
specification require additional work not planned for here, our fee may be adjusted
accordingly.
There are five parts to this document as follows:
1) A brief description of the applications, including the customer's CTI environment
2) Project milestones, responsibilities and timeframe for each activity
3) Budgetary price quote
4) Payment schedule
5) Comments pertinent to this quote and the project
1) APPLICATIONS DESCRIPTION AND OPERATING ENVIRONMENT
a. Permit and Inspections IVR Application. This application enables customers to call into
the City's LYR system via a local number on a 24 X 7 basis to obtain scheduling information
for inspections.
Descri•Lion Or.anization
PBX MODEL Norte! Option SIC
IVR OPEN IVR 4.0
SCCS No
Meridian Mail Release 12
Meridian Access Link No
CTIICRM No
Host computer Intel Based
Host Operating system NT
Host databas SOL (download daily to flat file)
Connectivity TCP/IP via Ethernet
Desktop PCs Win 95 or higher
-11-
006.198670.3
Callers will receive an initial greeting and will be asked to select from a list of menu options
that will include an automated means of scheduling an inspection. Callers that select this option
will be queried for which type of inspection they are scheduling (e.g. building, plumbing,.
After making their selection callers will be queried for their permit number. Callers will
submit their inputs via the telephone keypad. The IVR will repeat the number to the caller for
verification. Once verified, the IYR will perform a database match on a flat file provided by
the City. Callers that call in prior to 8 AM will receive same day inspections. Callers that call
after 8 AM will be scheduled for the next business day. Depending on when the caller accessed
the IVR they will hear the day of the week followed by the date of their inspection. The IVR
will then ask the caller to:
• To repeat this information press 1
• Return to the main menu press 2
• End the call press 3
• Speak to an agent press 4 (during normal working hours only)
During the course of the IVR session, should the caller be confused, submit incorrect data, or
have been rejected due to the submission of incorrect data, they will be prompted for the
correct procedure, data inputs or problem resolution. If the caller is unsuccessful or would like
to speak to a representative, the caller will be transferred to a City representative during
normal working hours or receive a message during after hours or holidays for designated call
back times.
-12-
006.198670.3
EXHIBIT D
FUNCTIONAL SPECIFICATIONS
I. Source data will be accessed from a text file stored on a Windows NT server.
2. Callers into the IVR will be directed through City configurable voice prompts.
3. The configurable voice prompts will present callers a menu from which they select
options with their touch-tone phone.
4. The initial menu draft is as follows:
#1. FOR BUILDING INSPECTIONS:
I. FOOTER/FOUNDATION INSPECTIONS
2. SLAB/FLOOR
3. LINTEL/COLUMN
4. ROOF/WALL SHEATHING
5. FRAMING/ROOFING
6. INSULATION
7. BUILDNG FINAL
9. OTHER
#2. FOR COMMERCIAL BUILDING INSPECTIONS
1. BEAM/COLUMN
2. CANOPY
3. CEILING
4. FILL CELLS
5. FIRE WALL
6. DRY WALL SCREWS
7. TIE BEAM
9. OTHER
#3. FOR ELECTRICAL INSPECTIONS
1. ELECTRICAL UNDERGROUND
2. TEMPORARY POWER POLE
3. ELECTRICAL ROUGH IN
4. ELECTRICAL FINAL
5. PRE-POWER FOR COMMERCIAL
6. COMMERCIAL ROUGH WALL
7. COMMERCIAL ROUGH CEILING
8. LOW VOLTAGE
9. OTHER
-13-
006.198670.3
#4. FOR MECHANICAL INSPECTIONS
1. HEATING AND AIR CONDITIONER UNDERGROUND
2. HEATING AND AIR CONDITIONER ROUGH IN
3. HEATING AND AIR CONDITIONER FINAL
4. SOLAR PANELS
5. COMMERCIAL MECHANICAL CEILING
6. OTHER
#5. FOR PLUMBING INSPECTIONS
1. PLUMBING UNDERGROUND
2. PLUMBING ROUGH
3. SEWER
4. PLUMBING FINAL
5. GAS UNDERGROUND
6. GAS PIPE
7. GAS FINAL
8. GREASE TRAP
9. COMMERCIAL OTHER
#6. FOR SWIMMING POOL
I. POOL STEEL & ELECTRICAL BOND
2. POOL ELECTRIC FINAL
3. POOL BUILDING FINAL AND ENCLOSURE
#7. MOBILE HOME INSPECTIONS
1. TIE DOWN
2. FINAL MECHANICAL
3. FINAL PLUMBING
4. FINAL ELECTRIC
5. OTHER
#8. FOR WATER DEPARTMENT
1. IRRIGATION BACK FLOW PREVENTION INSPECTION
2. IRRIGATION BOX
3. IRRIGATION FINAL
-14-
006.1986]0.8
#9. OTHER INSPECTIONS
1. FENCE
2. ALUMINUM ENCLOSURES
3. PRESIDING INSPECTIONS
4. FINAL SIDING
5. SHEDS
6. SIGN FOOTING
7. SIGN FINAL
5. Callers will also hear a prompt that provides information on how to talk to the inspector
directly.
6. The information necessary to collect from the caller includes:
• Permit#
• Is this a reinspection? (Y/N)
7. The inspection report will include a comma delimited file including the following
information for each inspection (if available):
• Permit #
• Address
• Lot #
• Subdivision
• Type of inspection
• History of inspections
• Contact phone #
8. The system must allow the City's software engineer to configure the open days of
business and the cutoff time by modifying the existing application. Optionally,
Chrysalis can perform this service as an add, move, and change service.
9. The City must have the capability to change menus in the application, including but not
limiting to assigning permit names to menu prompts, changing the actual menu
recording, and creating new submenus and their associated prompts. Optionally,
Chrysalis can perform this service as an add, move, and change service.
-15-
006.198670.3