HomeMy WebLinkAbout14-Information Services
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CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
From: JANIS INGELS,
1.5. DIRECTOR
Dept: ADMIN/INFORMATION . t, \..
SERVICES DIVISION. -,' ,
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Date: . \ . \ ~.
Subject:
RESOLUTION AUTHORIZING
ANNUAL MAINTENANCE
AGREEMENT TO HARRIS
COMPUTER SYSTEMS FOR CITY &
WATER FINANCIAL SYSTEMS
M/CC Meeting Date: JUNE 3, 2002
Synopsis of Previous Council Action:
On January 1, 1994, the City Council approved the purchase of a financial system for
City's Finance Department (Reso, #940-10).
On November 7, 1995, the Board of Water Commissioners approved the purchase of a
financial system for Water Department.
On June 4, 2001, the City Council approved an agreement between the City and Harris
Computer Systems to provide software maintenance and support for the City and Water
financial systems (Reso. #2001-139).
Recommended Motion:
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Adopt resolution.
Contact person: Janis Ingels
Phone:
384-5947
Supporting data attached: Staff ReDort Ward:
FUNDING REQUIREMENTS: Amount: $ 57,161.30
Source: (Acct. No,)
679-251-5172
(Ar.d n~~r.riptinn) Fqllipm~nt M::lint~n::lnr.~
Finance:
Council Notes:
~~ 9('6;)-149
Agenda Item No.
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'/3/02-.
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CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
Staff Report
Subject:
Resolution of the City of San Bernardino authorizing the Purchasing Manager to award an
annual purchase order and service agreement, with two single year renewal options, to Harris
Computer Systems for maintenance and support ofUnidata, SB+, and Financial Modules for the
City's financial system and the Municipal Water Department's financial system.
Background:
The City and Water financial systems contain numerous software applications such as Accounts
Payable, Accounts Receivable, Bank Reconciliation, Budget Preparation, Budget Validation,
Cash Receipts, Chart of Accounts, Employee Budget, General Ledger, Inventory Control,
Miscellaneous Receivables, Payroll, and Purchase Orders which were all developed by Harris
Computer Systems. Some of the benefits the system provides are online budget entry, general
ledger account inquiries, online requisitions, automated bank reconciliation, production of
accounts payable checks, accounts payable inquiry, and purchase order generation and inquiry.
Software maintenance and support for the City and Water financial systems is only available
from the proprietary vendor, Harris Computer Systems. The maintenance agreement includes
maintenance of financial software, application support, and annual updates to W2 and 1099
processing programs as well as software version upgrades.
Financial Impact:
The annual cost for software maintenance of the City and Water financial syste~s for Fiscal
Year 2002/2003 is $57,161.30. The City's portion is $37,430, and Water's cost is $19,731.30.
Water has fewer licenses than City, thus the lower cost. Water's portion will be fully reimbursed
by Water's contract with I.S.
The combined annual cost for this software maintenance was $51,706 in FY 2001/2002. The
$5,455.30 increase in the software maintenance fees is due to customer service improvements
recently implemented by Harris, and the City's recent conversion to the new Harris payroll
system. Harris Computer Systems did not provide support for the old payroll system.
Recommendation:
Adopt resolution.
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RESOLUTION NO~~ ~ .'. Li
RESOLUTION OF THE CITY OF SAN BERNARDINO
AUTHORIZING THE PURCHASING MANAGER TO AWARD AN ANNUAL
PURCHASE ORDER AND SERVICE AGREEMENT, WITH TWO SINGLE
YEAR RENEWAL OPTIONS, TO HARRIS COMPUTER SYSTEMS FOR
MAINTENANCE AND SUPPORT OF UNIDATA, SB+ AND FINANCIAL
MODULES FOR THE CITY'S FINANCIAL SYSTEM AND THE MUNICIPAL
WATER DEPARTMENT'S FINANCIAL SYSTEM.
BE IT RESOLVED BY THE MAYOR AND COMMON COUNCIL OF
THE CITY OF SAN BERNARDINO AS FOLLOWS:
SECTION I: That Harris Computer Systems is the sole source for
maintenance and support of the City's Unidata, SB+ and financial modules.
Pursuant to this determination, the Purchasing Manager is hereby authorized to
issue an Annual Purchase Order and Service Agreement (a copy of which is
attached hereto as Exhibit "An and incorporated in full herein), with two single
year renewal options, to Harris Computer Systems in an amount not to exceed
$57,161.30 for Fiscal Year 2002/2003 for maintenance and support of the City's
Unidata. SB+ and tinancial modules. Future year renewal options shall be
contingent upon funds being approved in the City's budget for this service.
SECTION 2: The authorization to execute the above referenced
agreement order is rcscinded if it is not issued within ninety (90) days of the
passage
of this resolution.
I HEREBY CERTIFY that the foregoing resolution was duly adopted by
the Mayor and Common Council of the City of San Bernardino at ~
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RESOLUTION OF THE CITY OF SAN BERNARDINO AUTHORIZING THE
PURCHASING MANAGER TO AWARD AN ANNUAL PURCHASE ORDER
AND SERVICE AGREEMENT. WITH TWO SINGLE YEAR RENEWAL
OPTIONS. TO HARRIS COMPUTER SYSTEMS FOR MAINTENANCE AND
SUPPORT OF UNIDATA. SB+ AND FINANCIAL MODULES FOR THE
CITY'S FINANCIAL SYSTEM AND THE MUNICIPAL WATER
DEPARTMENT'S FINANCIAL SYSTEM.
meeting thereof. held on the
day of
. 2002. by the
following vote. to wit:
Council Members-
Aves
Navs
Abstain
Absent
ESTRADA
LIEN
McGINNIS
DERRY
SUAREZ
ANDERSON
MCCAMMACK
,
Rachel G. Clark. City Clerk
The foregoing resolution is hereby approved this day of
.2002.
Judith Valles. Mayor
City of San Bernardino
Approved as to form and legal content:
James F. Penman. City Attorney
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BY: ~~ . i-'~1/J~
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300 North "D" Street. San Bernardino' CA 92418-0001
www.ci.san-bemardino.ca.us
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January 31, 2002
Tanya Bailie
Harris Computer
i., '{ ~enirepollll ur.
Suite 200
Nepean, Ontario, Canada
Dear Service Provider:
The City of San Bernardino I.S. Division is preparing ils annual budget. Please complete arid return this quote letter on or
before February 15th, 2002.
Maintenance Period:
July 1, 2002 through June 30, 2003
Maintenance ot.
Separate quate. for City and Water for:
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1) rechnical Services far applicatian software
2) Unidata Annual license renewal feelmaintenance . .
3) Ar.nu~1 p'arl fee
Please include a copy of the maintenance agreement, terms and conditions, and any other documents pertinent to the
ar'lnual maintenance.
Mail this com~leted quote letter and above document(s) to:
IS Division, 4 floor
300 North "0' Street
San Bernardino, CA 92418
,
Authorized Vendor Representative
7/1/02 - 6/30103 annual maintenance fee:
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Signature:
lia.a:,.;
Title:
Address1:
Address2:
Telephone:
Fax:
Email:
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Sales Tax:
Shipping & Handling:
Other (describe):
Grand total: 9. S =I I b\,~O
Notice: I.S. will budget the grand total figure provided, and it
cllnnot be increased at a later date. Failure to provide an
all-inclusive grand total will result in receiving the lesser amount.
Name: Mark Vavarnicky
Email: yavarnicky_ma@ci.san-bemardina.ca.u.
Fax: (909)384-7236
Phone: (909) 384-5947
Thank you I
Notice:
The,signed original copy of this
letter must be mailed to us. If
possible, please also email or fax
a copy to the contact shown on
the let!. Thank you.
For questions or commen.ls, your contact is:
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Annual maintenance fee for 7/1/01 through 6/30/02 was $51,706.00
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1,100.00
37,430.00
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San Bernardino Water
14,391.30
2,560.00
1,280.00
240.00
710.00
550.00
19,731.30
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Schedule A
HARRIS COMPUTER SYSTEMS
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Software Support Agreement
Standard Guidelines
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Purpose
The purpose of this document is to provide our customers with information on our
standard coverage, the services which are included as part of your annual software
support, a listing of call priorities, an outline of our escalation procedures, details on our
current service rates. This document will serve as a guideline for the support department
but will be superceded by an existing, signed software support contract where applicable.
Harris reserves the right to make modifications to this document as required.
Standard Support and Maintenance Services
The services listed below are services that are included as part of your software support
contract.
.
800 Telephone support (8:00am - 8:00pm Eastern Standard Time, Monday to Friday)
"On Call" after hours support (Scheduled assistance for installations, upgrades &
other special projects, there may be charges depending on the scope of work)
Technical troubleshooting
Operating System
Hardware
Development tools/licenses
E-mail support call logging and notification
Free Harris eSupport access with the following on-line benefits:
Log & close calls
View & update calls
Update contact information
Access published documentation
Access available downloads
Access Support knowledge base
Standard software releases and updates
Defect corrections (as warranted)
Planned enhancements
Payroll regulated changes
Release notes
Limited training questions (15 minutes)
DB tuning / optimization
Customer Care Program
Quarterly News Letter with support tips
Technical support bulletins
Communication on new products and services
Outstanding Calls Report with conference call as required
Design review for potential enhancements or custom modifications t- free estimate
Assist with printer setup within the software provided it is setup correctly in the
Operating System.
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Billable Support Services
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The services listed below are services that are out of scope of your software support
contract and are therefore considered billable services.
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. On-site training
. Extended telephone training
. Forms redesign or creation (includes Bill Prints and Letters)
. Changes to handheld interface or creation of new interface
. Changes to pre-authorized payment (PAP) file
. File imports/exports - Interfaces to other applications
. Setting up test areas on file server.
. Custom modifications
. Addition of tokens for Letters module
. Setting up additional companies
. Postal mode updates
. Notice Prints
. Reversal of custom code
. Setting up new General Ledgers
. Data conversions / global modification to setup table data
. Upgrades of third party software
. Database refreshes
. Regular Project Management services
Rates
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. $1,500/day or $2001hour
Training
Enhancements
Custom Modifications
Report Creation
. Non-active clients
$300 to log a call
$200 per hour (minimum of I hour)
. Handheld Interface - $5,000
. Test database set-up - $750
. Forms activation, $275 per form
. Documentation: CD $50, Manual $75 - $100
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Call Priorities
In an effort to assign our resources to incoming calls according to the urgency of the issue
being reported, Harris Computer Systems has identified three types of call priorities, I, 2
& 3. A Priority 1 call is deemed by our support staff to be an Urgent or High Priority
call, Priority 2 is classified as a Medium Priority and Priority 3 is deemed to be a Low
Priority. The criteria used to establish guidelines for these calls is as follows:
Priority I
. System Down (HW, OS, Database, Application)
. Inability to process Payroll checks
. Inability to process Accounts Payable checks
. Inability to process bills
. Program errors without workarounds
. Incorrect calculation errors impacting a majority of records
. Aborted postings or error messages preventing data integration and update
. Performance issues of severe nature impacting critical processes
. Hand-held interface issues preventing billing
Priority 2
. System errors that have workarounds
. Calculation errors impacting a minority of records
. Reports calculation issues
. Printer related issues (related to interfaces with our software and not the printer itself)
. Security issues
. HH issues not preventing billing
. Performance issues not impacting critical processes
. Usability issues
. Workstation connectivity issues (WS specific)
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Priority 3
. Report formatting issues
. Training questions, how to, or implementing new processes
. Aesthetic issues
. Issues with workarounds for large majority of accounts
. Recommendations for enhancements on system changes
. Questions on documentation
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Call Process
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[n order to escalate your issue to the appropriate resource, it is important to ensure that your call
has been logged. Below is our current process for logging calls within the support department.
Call Process
Place a support call through eSupport at hUD:llslIPDOrl.harriscomputer.com or by email to:
'"DPortrii1harriscOIllPlter.COIll , by phone to 866-450-6696 or by fax to 613-723-1515. Your call must
contain: Your company name, contact person, software product & version, module and/or menu
selection, nature of issue, detailed description of your question or issue, Batch #, Journal #,
Account # (if applicable) support call reference # (See Customer Log Form)
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Harris eSupport or the Support Coordinator will provide you with a CalllD to track your issue
and your call will be logged into our support tracking database.
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Your call will be stored in a queue and the first available support representative will be assigned
to deal with your issue.
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As the support representative assigned to your call investigates your issue, you will be contacted
and advised as to where the issue stands and the course of action that will be taken for resolution.
If we require additional information, you will be contacted by the assigned support representative
to supply the information required.
All correspondence and actions associated with your call will be tracked against the call in our
support database. At any time, log onto eSupport to see the status of your call.
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Once your issue has been resolved, you will receive an automated notification by email that your
call has been closed. This email will contain the entire event history of the call from the time the
call was created leading up to the resolution of the call. You also have the option of viewing
both your open and closed calls on-line through eSupport.
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If the issue needs to be escalated to a programmer, your issue will be logged into our
Development database and you will be provided with a Tracker # to track the progress of your
development issue. At this time, your support call will be closed and the Tracker # provided will
become your new reference #. Issues escalated to Development will be scheduled for resolution
and may not be resolved immediately depending on the nature of the issue.
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Contact the support department at your convenience for a status update on your Development
Issue.
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Escalation Procedures
Our response times will vary based on call priorities. We do our best to ensure that we
deal with incoming calls in the order that they are received, however calls will be
escalated based on the urgency of the issue reported.
Our escalation process is defined below. This process has been put into place to ensure
that issues are being dealt with appropriately. If at any time you not satisfied with the
resolution of your issue or the response to your call, please contact our Support
Coordinator and we will have the appropriate individual follow up.
Escalation Process
Your call is logged with Harris Support
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If your call is a Priority I and it has not been responded to within 4 hours, the support
resources responsible for your call are notified by email and your call is escalated
internally to a level 1. Priority 2 calls will be escalated if not responded to within 12
hours and Priority 3 calls not responded to within 24 hours will be escalated.
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If your Priority 1 call has not been responded to 4 hours after the designated timeframe,
the Group Leaders are notified and your call is escalated to a level 2.
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If your call has not been responded to after 5 hours from the designated timefrllffie, the
Manager of Support is notified and your call is escalated to a level 3.
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If your call has not been responded to after 6 hours from the designated timeframe, the
VP of Support & Development is notified and your call is escalated to a level 4.
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If your call has not been responded to after 7 hours from the designated timeframe, the
Chief Operating Officer is notified and your call is escalated to a level 5, our final level
of escalation.
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Appendix A
C~ Below is a listing of Canadian Statutory Holidays for 200 I. Please note that Harris
Support will be closed on designated days as outlined below, emergency support will be
available in most cases when the US does not have a corresponding statutory holiday.
New Year's Day
Good Friday
Victoria Day
Canada Day
Provincial/Civic Holiday
Labour Day
Thanksgiving Day
Christmas Day
Boxing Day
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January I
April I
May 20
July I
August S
September 2
October 14
December 2S
December 26
Closed
Emergency Support
Emergency Support
Emergency Support
Emergency Support
Closed
Emergency Support
Closed
Closed
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Appendix B
HARDWARE SUPPORT AGREEMENT
Purpose
The purpose of this document is to provide our customers with information on our
standard coverage and the services which are included as part of your annual hardware
support. This document will serve as a guideline for the support department but will be
superceded by an existing, signed hardware support contract where applicable.
Harris reserves the right to make modifications to this document as required.
Standard Hardware Support and Maintenance Services
The services listed below are services that are included as part of your hardware support
contract.
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. 800 Telephone support (8:00am - 8:00pm Eastern Standard Time, Monday to Friday.
. "On Call" after hours support (Scheduled assistance for installations, upgrades &
other special projects, there may be charges depending on the scope of work)
. Modem support (through one of our recommended methods of communication)
. Technical troubleshooting
On components listed on your Hardware Service Agreement
Operating System
Development tools/licenses
. Limited training questions (15 minutes)
. Creation of backup scripts / backup recovery
. Recovering data resulting from system crashes
. Recommendations on specific hardware requirements
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Billable Support Services
The services listed below are services that are out of scope of your hardware support
contract and are therefore considered billable services. Please note we do not provide
Hardware support on any Printers.
. On-site installation or upgrade of hardware or other components
. Extended telephone training
. Reconfiguring hardware and fileservers
. Recovering data resulting from client error
. Upgrading of hardware systems
. Preventative maintenance monitoring or other services
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. Recommending or assisting with disaster recovery plans
Rates
. $1 ,SOO/day or $200/hour
. Non-active clients
$300 to log a call
$200 per hour (minimum of I hour)
Call Priorities
In an effort to assign our resources to incoming calls according to the urgency of the issue
being reported, Harris Computer Systems has identified three types of call priorities, I, 2
& 3. A Priority I call is deemed by our support staff to be an Urgent or High Priority
call, Priority 2 is classified as a Medium Priority and Priority 3 is deemed to be a Low
Priority. The criteria used to establish guidelines for these calls is as follows:
Priority 1
. System Down (HW, OS, Database, Application)
. File system full
. Performance issues of severe nature impacting critical processes
Priority 2
. System errors that have workarounds
. Performance issues not impacting critical processes
. Workstation connectivity issues (WS specific)
. Backup problems
Priority 3
. Recommendations for enhancements on system changes
. Training on network ofIS related functions
Connection Methods
To ensure we can effectively support our clients, we ask that a communication link is
established and maintained between our two sites. It is the client's responsibility to
ensure the connection is valid at your location so that Harris can connect to your site and
resolve the issue at hand. Our recommended methods of connection are:
. Internet
. VPN !
. RAS
. Direct Connection
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Appendix C
C THIRD PARTY SUPPORT AGREEMENT
Purpose
The purpose of this document is to provide our customers with information on our standard
coverage and the services which are included as part of your annual 3'" party support. This
document will serve as a guideline for the support department but will be superceded by an
existing, signed contract where appl icable.
Harris reserves the right to make modifications to this document as required.
Standard Third Party Support and Maintenance Services
For those clients with Harris Computer Systems maintenance on 3'" party products, Harris will
provide support as described below. Harris provides 1" line support for all 3'd party products
listed below and will escalate to the vendor if required. Please note that 3'" party installations &
preventative maintenance services are not included as part of your maintenance unless otherwise
indicated below.
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. Informix - Standard Engine & Online Engine databases.
Support provided for Harris database related issues
ODBC installation & connection to Harris databases
Updating database to support new Harris software releases
Entitlement to new Informix software shipments
Initial lnformix installation & configuration
. Unidata
Entitlement to new Unidata software shipments
Initial Unidata installation & configuration
I" line support for troubleshooting Unidata related issues
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GUI
.
Entitlement to new GUI software releases
Installation & configuration
I" line support for troubleshooting GUI related issues
System Builder & SB+
Entitlement to new SB software releases
Installation & configuration
I" line support for troubleshooting SB related issues
Report Writer (Impromptu)
Administrator & User License
Initial installation & configuration of Impromptu software.
Set up of Impromptu and establishing a connection with the PUBS software
Limited assistance in utilizing standard report writer functionality (15 min. max.)
Data Dictionary
Updates to catalog which reflect changes in PUBS upgrades
Assistance in locating information within the catalog
Direction on an existing report (a copy of the report is needed)
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Billable 3rd Party Services
. Informix upgrades & installations (other than at time of initial purchase)
. Unidata upgrades & installations (other than at time of initial purchase)
. Report Writer upgrades & installations (other than at time of initial purchase)
. Re-establishment ofODBC connection if connection was lost due to actions of non-Hams
personnel.
. ODBC connections to other 3"' party products
. Creation of custom reports
. Report Writer training
Rates
. $I,SOO/day or $200/hour
. Non-active clients
$300 to log a call
$200 per hour (minimum of I hour)
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** FOR OFFICE USE ONLY - NOT A PUBLIC DOCUMENT **
RESOLUTION AGENDA ITEM TRACKING FORM
Meeting Date (Date Adopted): Ip - .3'Od- Item #
Vote: Ayes 1,J.15, (Q; 1 Nays 6'
Change to motion to amend original documents:
I 'f Resolution # ~CO;). - N Cj
Abstain er Absent :31 If
Reso. # On Attachments:
/ . Contract term:
NulVVoid After:
q-~o/)) qo rlfNjO
Note on Resolution of Attachment stored separately: ~
Direct City Clerk to (circle I): PUBLISH, POST, RECORD WICOUNTY
By:
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Date Sent to Mayor: (,-5- 0 d
Date of Mayor's Signature: (p-(p -O?-
Date ofClerklCDC Signature: U - U; -0;;;>-
Reso. Log Updated: /
Seal Impressed: ,,/
60 Day Reminder Letter Sent on 30th day:
90 Day Reminder Letter Sent on 45th day:
See Attached:
See Attached:
See Attac
Date Returned:
-
Date MemolLe
or Signature:
Request for Council Action & Staff Report Attached:
Updated Prior Resolutions (Other Than Below):
Updated CITY Personnel Folders (6413, 6429, 6433,10584,10585, 12634):
Updated CDC Perso!'nel Folders (5557):
Updated Traffic Folders (3985, 8234, 655, 92-389):
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Yes
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Copies Distributed to:
City Attorney /
Parks & Rec.
Code Compliance
Dev. Services
EDA
Finance
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MIS ./
Police Public Services
Water
Others:
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Notes:
BEFORE FILING. REVIEW FORM TO ENSURE ANY NOTATIONS MADE HERE ARE TRANSFERRED TO THE
YEARLY RESOLUTION CHRONOLOGICAL LOG FOR FUTURE REFERENCE (Contract Term, etc,)
Ready to File: ~
Date: c;, .f)-{j;r-
Revised 01112101