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CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
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Subject:
RESOLUTION AUTHORIZING
ANNUAL MAINTENANCE
AGREEMENT TO HARRIS
COMPUTER SYSTEMS FOR CITY &
WATER FINANCIAL SYSTEMS
M/CC Meeting Date: June 4, 2001
From: JANIS INGELS,
I.S. DIRECTOR
Dept: ADMIN/INFORMATION
SERVICES DIVISION
Date: April 30, 2001
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 19, 2000, the City Council approved an agreement between the City and CCS
(now Harris Computer Systems) to provide software maintenance and support for the
City and Water financial systems (Reso. #2000-171).
Recommended Motion:
Signature
Adopt resolution.
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Contact person: "aniA '''gAlA
Phone:
384-5947
Supporting data attached: Staff ReDort Ward:
FUNDING REQUIREMENTS: Amount: $ 51,706
Source: (Acct. No.)
679-252-5172
{A~ct np.!;~riptinn) Fqllipmp.nt MRintp.n':m~p.
Finance~~
Council Notes:
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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 fmancial 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, 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 fmancial 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 processing
programs as well as software version upgrades.
Financial Impact:
The annual cost for software maintenance of the City and Water financial systems for Fiscal
Year 2001/2002 is $51,706. The City's portion is $29,500, and Water's cost is $22,206. 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 $39,555 for FY 2000/2001.
According to Harris Computer Systems, the increase in maintenance fees of $12, 151 is necessary
to provide the higher level of support that customers have requested and expect. Harris states
that the higher fees will allow them to hire more support staff, establish a new web-based
(Internet) system to allow customers to submit and track problern reports, and provide other
improvements. Harris Computer Systems also claims to have surveyed their competitors'
maintenance fees and state that Harris fees are well under market average.
Recommendation:
Adopt resolution.
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RESOLUTION NO.
RESOLUTION OF THE CITY OF SAN BERNARDINO
AUTHORIZING THE PURCHASING MANAGER TO A WARD 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 "A" and incorporated in full herein), with two single
year renewal options, to Harris Computer Systems in an amount not to exceed
$51,706 for Fiscal Year 2001/2002 for maintenance and support of the City's
Unidata, SB+ and financial 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 rescinded if it is not issued within sixty (60) 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 a
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RESOLUTION OF THE CITY OF SAN BERNARDINO AUTHORIZING THE
PURCHASING MANAGER TO A WARD AN ANNUAL PURCHASE ORDER
AND SERVICE AGREEMENT, WITH TWO SINGLE YEAR RENEWAL
OPTIONS, TO HARRIS COMPUTER SYSTEMS FOR MAINTENANCE AND
SUPPORT OF UNlDATA, 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
,2001, by the
following vote, to wit:
Council Members
Abstain
Aves
Navs
Absent
ESTRADA
LIEN
McGINNIS
SCHNETZ
SUAREZ
ANDERSON
MCCAMMACK
Rachel G. Clark, City Clerk
The foregoing resolution is hereby approved this
day of
,2001.
Judith Valles, Mayor
City of San Bernardino
Approved as to form and legal content:
James F. Penman, City Attorney
BY~ 7-1--
~U5;U4;01 16:37 fAX 613 226 3377
HARRIS COMPVTERS
III 003
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Software Support Agreement
\.,.", For the period from July 1, 2001 to June 30.2002.
Between Harris Computer Systems, 117 Centrepoinle Drive, Suite 200, Nepean, Ontario, Canada. K2G 5X3 and:
Custorner:
San Bernadino, City of
Agreement Status:
Phone #:
Active
Address:
300 North "D" Street
San Bernadino, CA
92418-0001
U.SA.
909-384-5184
Contact:
Glenn Cline
No. of Accounts:
A r ti
v
A tl
LI Dt
A
IA
t
"pp Ica on ers on c ve ve ae nnua moun
Accounts Payable (Select) i 6.0.7 Yes $2,627.74
, Bank Reconciliation (Seleet) 5.02 Yes I $535.28
Budget Preparation (Select) 4.6.3 Yes $2,773.72
Budget Validation (Select) 1.3.0 Yes $1,000.00
Chart 01 Accounts (Select) 2.0.2 Yes $1500.00
Employee Budgeting (Select) 1.3.1 Yes $1,654.50
, General Ledger (Select) 5.0.2 Yes $3,309.00
Payroll (Select) 4.3,0 Yes $2,198.30
Purchase Orders (Select) 5.8.7 Yes $2,773.72
System Jobs (Selecl) 4.5.6 Yes $2,62774
Port Yes $1,000.00
Unidata Yes $7,500.00
(Estimate)
Total: $29,500,00
For Customer:
Date.
For Harris:
Date
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05/04/01 16:37 FAX 613 226' 3377
HARRIS COMPUTERS
~002
Software Support Agreement
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For the period of July 1. 2001 to June 30, 2002.
Between Harris Computer Systems, 117 CentrepOinte Dnve, Suite 200. Nepean, Ontario, Canada. K2G 5X3 and:
Custorner
San Bernadino Water
Agreernent Status:
Active
Address:
300 North '0" Street
San Bernadino, CA
92418-0001
USA
Phone #
909.384.5184
Contact
Glenn Cline
No, of Accounts:
Application
Version
Active
Live Date
Annual Amount
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Accounts Payable (Select) 6.0.7 Yes $1,015,13
Bank Reconciliation (Select) 5.02 Yes $206.79
Budget Pleparation (Select) 46.3 Yes $1,071.53
Budget Validation (Select) 1.3.0 Ves $750.00
Central Cash (Select) 2.5.10 Yes $1.000.00
Chart of Accounts (Select) 2.0.2 Ves $225.58
~ Employee Budgeting (Select) 1.3.1 Ves 5639.16
.. Fixed Assets (Select) 400 Yes 5639.16
General Ledger (Select) 502 Yes $1,278.31
Inventory Control (Select) 5.6.11 Yes 51,015.13
Miscellaneous Receivables 2.5.10 Yes $1,01513
(Select)
Payroll (Select) 4.3.0 Yes $1,428.70
Purchase Orders (Select) 5.8.7 Yes 51,071.53
Receivables Setup (Select) 1.7.0 Yes 569555
System Jobs (Select) ! 4.56 Yes 5639.16
Work Orders (Select) 5.0.3 Yes $1,015.13
Port Yes 51,000,00
Unidata Yes $7,500.00
(Esbmate)
Total: $22,206,00
For Customer:
Date:
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For Harris:
Date:
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Schedule A
HARRIS COMPUTER SYSTEMS
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.
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· 800 Telephone support (8:00am - 8:00pm Eastern Standard Time, Monday to Friday,
excluding Canadian Statutory Holidays. See Appendix B for a listing of current
Holidays.)
. "On Call" after hours support (Scheduled assistance for installations, upgrades &
other special projects)
· Modem support
· Technical troubleshooting
Operating System
Hardware
Development tools/licenses
· E-mail support call logging and notification
· Standard software releases and updates
Defect corrections (as warranted)
Planned enhancements
Payroll regulated changes
Release notes
· Limited training questions (I5 minutes)
· DB tuning I optimization
· Creation of backup scripts I backup recovery
· Off-hours installation of updates
· 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 - free estimate
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Billable Support Services
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
· Upgrading of hardware systems
· Reconfiguring hardware and fileservers
· Reversal of custom code
· Setting up new General Ledgers
· Data conversions I global modification to setup table data
· Regular Project Management services
Rates
· $l,500/dayor 5200/hour
Training
Enhancements
Custom Modifications
Report Creation
· Non-active clients
$300 to log a call
$200 per hour (minimum of 1 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, 1, 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)
· 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)
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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In 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 via email to: suoDOrttaharriscomoulcr com , 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)
JJ
The Support Coordinator will provide you with a Call ID to track your issue and your call
will be logged into our support tracking database.
JJ
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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JJ
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. Ifwe 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.
JJ
Once your issue has been resolved, the support representative will contact you to advise
you of the resolution to your issue and the call will be closed in our support database.
JJ
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 #
you are 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
Please contact our Support Coordinator if you are not satisfied with the resolution or
response to your issue. Our Support Coordinator will escalate your issue to the
appropriate Team Leader (the Team Leader will vary based on Product Line)
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The Team Leader will discuss the issue with the Support Representative that dealt with
the call to understand the scope of the problem. The Team Leader will contact the
customer to provide a resolution update. If the Team Leader can not resolve the issue or
if the client is not satisfied, Team Lead will escalate to Manager of Support.
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The Manager of Support will meet with the Team Lead and the Support Resource
assigned to the call to understand the issue at hand. The client will be contacted by the
Manager of Support and provided with an update and a plan of action. If the issue is a
Development issue or if the customer requires further resolution, the Manager of Support
will escalate to the VP of Support & Development.
U
The VP of Support & Development will meet with all parties involved and will provide
the customer with a revised plan of action or update where required. If necessary, the VP
of Support & Development will escalate issue to the VP of Operations.
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Chief Operating Officer
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Appendix B
Listing of Canadian Statutory Holidays for 2001.
New Year's Day
Good Friday
Victoria Day
Canada Day
ProvinciaVCivic Holiday
Labour Day
Thanksgiving Day
Christmas Day
Boxing Day
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January 1st
April 13th
May 21 st
July 1st
August 6th
September 3rd
October 8th
December 25th
December 26th
.
** FOR OFFICE USE ONLY - NOT A PUBLIC DOCUMENT **
RESOLUTION AGENDA ITEM TRACKING FORM
Meeting Date (Date Adopted): (, -Lj "() , Item #
Vote: Ayes '-'1 Nays -e-
Change to motion to amend original documents:
"2..1;;,
Abstain
Resolution #
'ZCO\- \~9
Absent e.
.-6-
Reso. # On Attachments:.vI" Contract term: -
Note on Resolution of Attachment stored separately: -==-
Direct City Clerk to (circle I): PUBLISH, POST, RECORD WICOUNTY
p{()1bo-, f
Date Sent to Mayor: 10 -4 -0 \
Date of Mayor's Signature: <0 -6 -GI
Date of ClerklCDC Signature: h-,s-O'
Date MemolLe
Si nature:
See Attached:
See Attached:
See A a ed:
60 Day Reminder Letter Sent on 30th day:
90 Day Reminder Leller Sent on 45th day:
Request for Council Action & Staff Report Allached:
Updated Prior Resolutions (Other Than Below):
Updated CITY Personnel Folders (6413, 6429, 6433, 10584, 10585, 12634):
Updated CDC Personnel Folders (5557):
Updated Traffic Folders (3985, 8234, 655, 92-389):
Copies Distributed to:
City Attorney
Parks & Rec.
v
Dev. Services
Code Compliance
Police
Public Services
Water
Notes:
NulVVoid After: loa OA-r J I <i:' -3 -0 I
1
By: -
Reso. Log Updated:
Seal Impressed:
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Date Returned: -
Yes /' No By
-
Yes No vi" By
Yes No ./ By
Yes No ./ By
Yes No/ By
EDA
Finance ....-'
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MIS
Others:
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: Ih't" Date: ~Ol
Revised 0111210 I