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HomeMy WebLinkAbout2020-096 PO 20190055 Amnd #1- Selectron Technologies Inc Purchase Order DIY R E RFiscal Year 2019 Page: 1 of: 2 B City of Ashland ATTN: Accounts Payable 20 E. Main Purchase 20190055 Ashland, OR 97520 Order# T Phone: 541/552-2010 O Email: payable@ashland.or.us V H C/O Utility Billing,Division E SELECTRON TECHNOLOGIES, INC I 20 East Main St N 12323 SW 66TH AVE p Ashland, OR 97520 PORTLAND, OR 97223 Phone: 541/488-6004 O T Fax: 541/552-2059 R a a toll„. _ ® Travis Reeder •lis E#Fj ps i s ii:— 06/21/2018 3630 FOB ASHLAND OR/NET30 City Accounts Payable M -_� _ -� - gag jib} 63 n(— F �y :tk'A'llldllll � ®�F '.a3- � i9=L=' F..y'L�� IVR Software 1 Interactive Voice Response Software 1.0 $24,000.00 . $24,000.00 Per attached contract annual fees Selectron Technologies, Inc. Master Services and Hosting Agreement Project Account: 2 Processed change order 02/08/2019 0.0 $0.00 $0.00 Additional answering features for IVR system Project Account: 3 Processed change order 02/25/2019 1.0 $7,500.00 $7,500.00 Additional answering features for IVR system IVR Enhancement$5,000 Annual Fee for Transfers$2,500 Project Account: 4 Processed change order 06/10/2019 1.0 $24,415.00 $24,415.00 Renewal#3795 Interactive Voice Response (IVR) Relay Cloud Services, Term: 08/01/2019 to 07/31/2020 Project Account: 5 ADDED Processed change_order 10/09/20203 1.0 $23,000.00 $23,000.00 Kmendment,NO. 1r fferm'ofinew agrieemenf;tii e T;202Q o June 31;2025 Comppensation $23,000_per_fiscaLyear Fr2021 Project Account: 6 ADDED: FY 2022 $23,000.00 1.0 $0.01 $0.01 Project Account: 7 ADDED: FY 2023 $23,000.00 1.0 $0.01 $0.01 Project Account: 8 ADDED: FY 2024 $23,000.00 1.0 .. $0.01 $0.01 CONTINUED ON NEXT PAGE Purchase Order ,a& Fiscal Year 2019 Page: 2 of: 2 • F-7•511._ sP B City of Ashland I ATTN: Accounts Payable 20 E. Main Purchase 201 90055 Ashland, OR 97520 Order# T Phone: 541/552-2010 0 Email: payable@ashland.or.us V H C/O Utility Billing Division E SELECTRON TECHNOLOGIES, INC I 20 East Main St N 12323 SW 66TH AVE p Ashland, OR 97520 PORTLAND, OR 97223 Phone: 541/488-6004 R T Fax: 541/552-2059 O _ Travis Reeder won( .p [= � �`=i€�'(=i�E`€14`_j €( 11==7: =A](alga€=iii =7'e51ctSt-Lig :€r= 06/21/2018 - 3630 FOB ASHLAND OR/NET30 Ci : '=ocable M� B�vw ;31 av r _i7u Project Account: 9 ADDED: FY 2025 $23,000.00 1.0 $0.01 $0.01 Project Account: - ***************GL SUMMARY*************** I 030700-604100 $78,915.04 • 40 By: �_ � — / Date: 11/0e'20 - � '—s= Authorized Signature :$ _ 78 915.04 , y, (6' Fouts #10 CITY OF CONTRACT AMENDMENT APPROVAL REQUEST FORM AsHLAND Request for.a Change Order Name of Supplier I Contractor I Consultant Selectron Technologies,Inc `„Total amount:of this' Purchase Order Number: ' 'contract amendment: O / 9 �� �S Title I Description: Reduction in services,lengthened contract term 3.8',000 lova— ,� "D ✓ 4 . Q■ Per attached contract amendment ``" Z 3 �'� '4 v"*�__ . _ Contract Amendment Original contract amount $133,600 100 %of original contract Total amount of previous contract amendments 58,000- _ 43 %of original contract Amount of this contract amendment 38,000 28 • %of original contract TOTAL AMOUNT OF CONTRACT $229,600 172 %of original contract In accordance with OAR 137-047-0800:1)The amendment is within the scope of procurement as described in the solicitation documents,Sole Source notice or approval of Special Procurement.2)The amendment is necessary to comply with a change in law that affects performance of the contract.3)The amendment results from renegotiation of the terms and conditions,including the contract price,of a contract and the amendment is advantage us to the City of Ashland,subject to all of the following conditions:a)goods and services to be - provided under the amended contract are the same as the goods and services to be provided under the unamended contract b)The City determines that,with all things considered,the amended contract is at least as favorable to the City as the unamended contract;c)The amended contract does not have a tots I term greater than allowed in the solicitation document, contract or approval of a Special Procurement.An amendment is not within the scope of the procurement if the City determines that if it had described the changes to be made by the amendment in the procurement documents,it would likely have increased competition or affected award of contract Contract amendment is within the scope of procurement: YES ■ NO (If"NO",requires Council approval t Attach copy of CC.) Sourcing Method: SMALL PROCUREMENT—Not exceeding$5,000 INVITATION TO BID or COOPERATIVE PROCUREMENT,QRF or ❑"YES",the total amount of contract and cumulative REQUEST FOR PROPOSAL EXEMPTION PURSUANT TO AMC 2.50 amendments s$6,000. 0 "YES",the total amount of cumulative amendments 0"YES",the total amount of original contract and ❑If"NO",amount exceeding authority requires s 25%of original contract amount or$250,000 cumulative amendments 5$100K for Goods&Services,s Council approval.Attach copy of Council whichever is less. $75K for Personal Services,<$50K for Attomey Fees. Communication. 0 If"NO",amount exceeding authority requires 0 If"NO",amount exceeding authority requires Council ❑ Exempt—Reason: Council approval.Attach copy of Council approval.Attach copy of Council Communication. PERSONAL SERVICES(Direct Appointment) Communication. 0 Exempt-Reason: ❑ "YES",cumulative amendments s$35,000 0 Exempt—Reason: ❑ If"NO",requires council approval.(Attach CC) INTERMEDIATE PROCUREMENT, SOLE SOURCE EMERGENCY PROCUREMENT Goods&Services->$5,000 and<$100,000 ❑� "YES",the total amount of cumulative amendments ❑ Written Findings:Document the nature of the Personal Services->$5,000 and<$75,000 s 25%of original contract amount or$250,000 emergency,including necessity and circumstances ❑ "YES",the total amount of cumulative whichever is less. - requiring the contract amendment amendments s 25%of original contract amount 0 If"NO",amount exceeding authority requires 0 Obtain direction and written approval from City ❑If"NO",amount exceeding authority requires Council approval.Attach copy of Council Administrator Council approval.Attach copy of Council Communication. 0 If applicable,attach copy of Council Communication Communication. 0 Exempt—Reason: 0 Exempt—Reason: ❑ Exempt—Reason: SPECIAL PROCUREMENT INTERGOVERNMENTAL AGREEMENT ❑"YES",the total amount of original contract and cumulative amendments are 0 Renewal of Intergovernmental Agreement:Terms modified in accordance with initial within the amount and terms initially approved by Council as a Special agreement OR cost will not be more than 25%greater than initial agreement.Renewal Procurement. approved by City Attorney and department head affected by renewal and approved/signed ❑ If"NO",amount exceeding authority requires Council approval. by City Administrator.AMC 2.28.045(e) Attach copy of Council Communication. 0 If"NO",Council approval is required.Attach copy of Council Communication Project Number Account Number 0 3 0 7 0 0. 6 0 4 1 0 0 Account Number - *Expenditure must be charged to the ap pride account numbers for the financials to reflect the actual expenditures accurately. Attach extra pages if needed. Employee Signature: Department Head Signature: (Equal .or gr er than$5,000)• City Adm;ist -tor: , /air (Equal to orgreater'a $250r r70% , Funds appropriated for current fiscal year: 40/NO ALL' Finance Director(Equal to or greater than$5,000) ate Comments: Form#10—Contract Amendment Approval Request Form, Request for a Change Order,Page 1 of 1,4/23/2020 • Kariann Olson From: Bryn Morrison Sent: Wednesday, September 30, 2020 3:37 PM To: Kariann Olson Subject: Re:Selectron Req Kari, The signed packet should be on its way to you_The 0 a m er s 20T90055 .001 k€ 24arrd4 he amount to enc umber eachL ye iT6 the nexViive is$23,000. Thank you ° Bryn Morrison, Financial Systems Manager � � � City of Ashland Administrative Services Department 20 East Main Street,Ashland,OR 97520 Phone: (541)552-2002,TTY(800)735-2900 Fax(541).552-2059 This email transmission is official business of the City of Ashland,and it is subject to Oregon Public Records Law for disclosure and retention. If you have received this message in error,please contact me at(541)552-2002.Thank you From: Kariann Olson<kari.olson@ashland.or.us> Sent: Friday,September 25, 2020 3:57 PM To: Bryn Morrison<bryn.morrison@ashland.or.us> Cc: Kariann Olson<kari.olson@ashland.or.us> Subject: RE:Selectron Req Bryn, I would include . . . 1. Copy of Council Communication 2. Did you get Cyber Liability insurance cert? If it is not required, please disregard. 3. Purchase Order# (this is to make sure I add the amendment to the correct PO) 4. Amounts to be encumbered each of the next 5 fiscal years (FY 21 $, FY 22$, etc.) ti Thank you. Kariann Olson Purchasing Specialist City of Ashland 90 N. Mountain Ave. Ashland, Oregon 97520 Tel 541-488-5354 Fax 541-488-5320 TTY 800-735-2900 kari.olson@ashland.or.us Visit the City's web site at: www.ashland.or.us 1 This email transmission is official business of the City of Ashland, and it is subject to Oregon Public Records law for disclosure and retention. If you have received this message in error, please contact me at(541)488-5354.Thank you. From: Bryn Morrison<bryn.morrison@ashland.or.us> Sent: Friday,September 25, 2020 3:51 PM To: Kariann Olson<kari.olson@ashland.or.us> Subject:Selectron Req Hi Kari, Will you please let me know if this information looks correct to you and I will sign and have Melanie sign? Thank you Bryn Morrison, Financial Systems Manager City of Ashland Administrative Services Department 20 East Main Street,Ashland,OR 97520 Phone: (541)552-2002,TTY(800)735-2900 Fax(541)552-2059 This email transmission is official business of the City of Ashland, and it is subject to Oregon Public Records Law for disclosure and retention. If you have received this message in error,please contact me at(541)552-2002. Thank you 2 • .• Council Business Meeting September 15, 2020 Agenda Item Approval of contract with Selectron Technologies, Inc From Bryn Morrison Interim Finance Director Contact bryn.morrison@ashland.or.us (541.) 552-2002 SUMMARY Before Council is a request to authorize the City Administrator to execute a contract with Selectron Technologies, Inc that will reduce the cost of the existing contract based upon the services provided. S electron Technologies, Inc provides the Interactive Voice Response service the City uses in conjunction with the Utility Billing system. POLICIES,PLANS & GOALS SUPPORTED Section 2: E. During the 2019-2021 Biennium analyze various departments/programs with the goal of gaining efficiencies, reducing costs, and improving City services. BACKGROUND AND ADDITIONAL INFORMATION In July of 2017, the Utility Billing division completed the conversion from Springbrook Software to Tyler Technologies,Munis to provide the City's utility billing software needs. As part of this conversion,the City was able to implement an Interactive Voice Response system which allows customers to pay their bills and obtain utility account information by phone 24 hours a day. Previously, customers could only pay on their account or obtain account information during the customer service hours of operation. The City entered into a five-year contract with Selectron Technologies to perform this service. In October of 2019, the Information Technology department upgraded the City's telephone system which provided the ability for aspects within the original Selectron contract to be provided in house at no additional cost. The original contract with Selectron was executed for the time period of July 2017 through July 2023 and the amendment to the contract before you replaces that contract and extends the City's agreement with Selectron through June 2025 reducing the services that our in house telephone system can provide. The original contract was $38,500 per year and the new is $23,000. FISCAL IMPACTS The City will see a savings of$77,500 over the life of the contract, $15,500 each year,by providing the service in house using our new telephone system. STAFF RECOMMENDATIONS Staff recommends authorization to execute this contract. ACTIONS, OPTIONS & POTENTIAL MOTIONS 1) I move to approve the execution of the Selectron Technologies, Inc contract REFERENCES &ATTACHMENTS Attachment 1: Original Contract Attachment 2: Letter of Understanding Attachment 3: Selectron Technologies Amendment to Master Services Agreement Page 1 of 1 CITY OF ASHLAND AMENDMENT NO. 1 to SELECTRON TECHNOLOGIES; INC. MASTER SERVICES AND HOSTING AGREEMENT between - �. SELECTRON TECHNOLOGIES,INC., a domestic business corporation, ("Selectron") and THE CITY OF ASHLAND, an Oregon municipal corporation, ("City") for access to-and use of certain software and materials. RECITALS A. The City and Selectron previously entered into a Master Services and Hosting Agreement effective July 20, 2017 (the"Agreement") B. The City and Selectron now wish to amend the Agreement to: replace the Scope'of.Work,reduce the annual cost of services to the City, extend the initial term, and include a provision about Cyber Liability Insurance coverage. AGREEMENT NOW THEREFORE,in consideration of the mutual benefits and obligations set forth herein,the parties agree as follows: • 1. Delete Exhibit"A," Scope of Work agreed upon July 20,2017, and replace it with Revised Exhibit"A," Scope of Work dated June 29,2020,whichis attached hereto and incorporated herein by this reference. 2. Delete Subsection 1.1.1,Term,in its entirety and replace it as follows: k, . . 11.1 Term. This term of this Agreement shall commence on October 1,2020,and shall _ . continue in full force and effect until June 31,2025: This Agreement may be terminated by either party upon not less than sixty(60) days written notice to the other party. 3. Add the following new Subsection 12.17 to the Agreement as follows: 12.17 Cyber Liability Insurance Coverage: Selectron shall obtain and maintain throughout the term of this Agreement, at S electron's sole expense,`Cyber Liability and Tecl riology'Errors & Omissions insurance coverage with limits of not less than,:$1,000,000 (one million„U,S:_. dollars) per occurrence covering all costs and expenses arising dire`ctlyt orSidirec'tly 'oit\of - Selectron's actions and services under this Agreement for any of the following: 12.17.1 Breach, access to, or disclosure of any confidential or personal information, including but riot limited to, personal identifying information, financial account Page 1 of 2: Amendment No. 1 to Master Services and Hosting Agreement with Selectron Technologies,Inc. details,protected health information (PHI), passwords, or any other type of non- public information; and 12.17.2 The loss of, damage to, corruption of, inability to access, or manipulation of data; and 12.17.3 Any damages for notification costs, credit monitoring expenses, forensic expenses, public relations expenses, or any.other loss; any damage to City's hardware or software; or related costs or expenses; and 12.17.4 Loss of use of City's data,hardware,or software. 4. This Amendment No. 1 is effective October.I,2020., 5. Except as specifically modified by this Amendment No. 1,the terms and conditions of the Agreement remain in full force and effect. In:the event of a conflict between any of the.terms in the Agreement and this Amendment No. 1,this Amendment No. 1 shall control.: 1[N WITNESS WHEREOF the partieshave caused this Amendment No. 1 to be signed in their respective names by their duly authorized representatives as of the dates set forth below: CITY OF ASHLAND, pREOON . SELECTRON TECHNOLOGIES,INC. By: y: B ®t A . Adam Hanks Interim City Administrator Printed Name: 411113 tkvo` Date: 9W/7720.2 o Title: frt.J1Z„J 1 Date: ci/t ( 2- APPRO ED AS ORM As and Asst.City Attorney Date -.-?/.02 D - j Page 2 of 2: Amendment No. 1 to Master Services and Hosting Agreement with Selectron Technologies,Inc. • SeIectr . n "" TECHNOLOGIES , INC June 29,2020 Bryn Morrison 20 E. Main Street, Ashland, OR 97520 Dear Mr: Morrison, This letter is intended to be a letter of understanding between the City and Selectron Technologies, Inc., regarding the Scope of Work and for the implementation of your Selectron system: As accepted by the City below,this will constitute acceptance of theitemswithin this letter,the enclosed Statement of Work and the terms and conditions currently in effect in the Professional Services Agreement,Software License Agreement and Support and Maintenance Agreement for the purchase of the Selectron Solution. If there is a conflict with a term within these documents,the orderofprecedence will be: • Letter of Understanding o Scope of Work starting on page 2 of this letter O Statement of Work starting on page 5 of this letter • Master Services and Hosting Agreement dated July 20, 2017 If you have any questions or concerns,please do not hesitate to contact us at your earliest convenience. • cerel 74&411' dir od• Arl ohnst•n President a • CEO Accepted By: Authorized Representative• Date Accepted: / 0 12323 5W 66t Avenue Portland,OR 97223 V:866.878.0048 F:503.443.2052 Scope of Work One Time Setup'Fees = One-Time Setup Fee:IVR Call Flow Modification $15,000 Selectron will provide professional services to modify the City's RCS Payments IVR Call Flow.Selectron's Project Manager will work with the City to review the IVR call flow and finalize the changes needed. Below are the changes initially identified by the City, but may change after official review with Selectron's Project Manager: 1. When the IVR answers,go immediately to "Language Selection". Remove all greetings.The City may also choose to remove"Language Selection" and go directly to"Account Number Entry". 2. Once language is selected,go directly to"Account.Number Entry"on Page 2 of the call flow. Remove "Main Menu". 3. Allow the caller to transfer to Ashland Staff(541-552-2246)by pressing 0 at any point in the call flow(where logical and feasible). Project Management Included Software Development Included Quality Assurance and Support for Go-Live Included One-Time.Discount on Setup Fee -$15,000 Discount is only valid if the City agrees to amend/extend the existing contract term to a total of 5 years. Notal`One Time Setup Fee '$`0 �4nnual Feesr lie_laces existing annual fees), Service Fee—Includes: $10,000 • Up to 12,000 payment transactions annually • Up to 12,000 transfers annually Inbound IVR call,Bundle—Includes up to 20,000.inbound IVR calls annually $7,000 IVR Services are provided by the Call.A Call is defined as a successful completed connection. A Call can be up to 4 minutes it length, with each additional 4-minute period counted as an additional Call.Actions such as transfer that result in multiple connected circuits are counted on the per circuit basis and are measured for the duration of the connection including the time after a transfer occurs. RCS Outbound Bundle—Includes up to 20,000 outbound messages annually $6,000 Outbound messages are purchased in annual message bundles. Messages, as defined by the agreement,that are not used rollover to the next qualifying renewal. The rollover messages from one period may only be used to offset overages in the next immediate period. If there are no overages from one period,the rollover messages from the prior period expire. A qualifying renewal is one that is equal to or greater than the previous period. If customer chooses to reduce theirannual plan renewal, rollover messages do not apply. Total Annual:Fee:= Year 1,5 $23,000, SELECTRON PRODUCT AND SERVICE PRICING & PAYMENT INFORMATION PAYMENT TERMS Receipt of a Purchase Order by the Customer will constitute acceptance of the terms and conditions utilized in the Master Services and Hosting Agreement executed with the initial purchase of your interactive system. ,_ The-,term of this agreement is for 5 years beginning August 1, 2020 ending July 31, 2025. Early termination will result in the payment of all remaining fees due for the term of the agreement. Payment Schedule 100% Invoiced upon Purchase Order Receipt or Contract Execution Terms are net 30 from date of invoice. Past due invoices are subject to a 1.5% per month late fee.All presented pricing is in US Dollars. TAXES Sales Tax or any other applicable taxes are NOT included in any of this Proposal's pricing information. If taxes become applicable,these taxes will then need to be added to the proposed pricing. VENDOR INFORMATION Selectron Technologies, Inc. 12323 SW 66th Avenue, Portland, OR 97223 Ph: 503.443.1400 Fax: 503.443.2052 r - , .e . SE ectr:- on TECHNOLOGIES , INC Statement of Work Ashland, OR Relay RCS Payments RCS Outbound 1. Overview 2 1.1. Revision History 2 2. Functionality 3 2.1. Relay Cloud Services 3 2.2. Relay Cloud Services Outbound — 3 2.3. Payment Processing 4 2.4. Languages 5 3. System Integration 6 3.1. Application Database Interfaces 6 3.2. Payment Gateway Interfaces 6 4. Deployment Model 8 5. Administrative Tasks 9 5.1. Schedule Outbound Campaigns / 9 6. Responsibilities 10 6.1. Selectron Technologies, Inc 10 6.2. Ashland, OR 11 Selectron TECHNOLOGIES , INC 1. Overview This Statement of Work(SOW) outlines the services provided by Selectron Technologies, Inc. (Selectron)to Ashland, OR(Ashland or Customer).The features,functionality,andservices are provided through Selectron Technologies' Relay communication platform (Relay). Selectron will provide professional services to modify the City's RCS Payments IVR Call Flow as requested by Ashland.Selectron's Project Manager will work with the Ashland staff to review the IVR call flow and identify the changes needed. 1.1. Revision'History Version# Details Date - 1.0 Initial Release 6/28/2017 1.1 IVR Call Flow Update 6/26/2020 • Trusted Solutions. June 28,2017 Page 2 of 12 Real Value. Selection TECHNOLOGIES , INC 2. Functionality This section details the functionality of each application included in Relay.All functions and features are dependent upon the accessibility of Ashland's Tyler Munis application database to provide the given data to Relay. 2.1. Relay Cloud Services - Relay Cloud Services is a multi-tenant hosted application, located in Selectron's local hosting facility.The streamlined nature of the service requires a standardized approach to the service,with some configuration options as listed in this Statement of Work. Relay Cloud Services provides Ashland with a 24/7 access center for citizen payments. Relay Cloud Services will give users the option of making a payment. Payment options can include credit/debit card or e-check.. 2.1.1. IVR Channel The IVR Channel for Relay Cloud Services provides callers with an Interactive Voice Response(IVR)system for making payments over the phone. Citizens will enter an account number via touchtone and the IVR validates this against the Tyler Munis application database. Once the account is validated,the IVR will speak the total amount due.The total amount due includes an aggregate of all current and delinquent amounts owed.The,caller will then be given the option of making a payment, including partial/overpayments. If no payment is due,then the IVR will speak that there is currently no payment due.Transfers will not be available from the IVR. 2.2. Relay Cloud Services Outbound Relay Cloud Services (RCS)Outbound provides Ashland with a multi-channel outbound communication platform capable of_sending Voice,SMS, and email messages to citizens. Two kinds of notifications can be sent:Targeted Notifications,which include dynamic account data and are designed to be sent to specific recipients;and Static Notifications, which do not include customer-specific data and are designed as more'general _ information'style messaging.Static Notifications can be designed and recorded by Ashland staff using the web-based administration portal. With transfers enabled,call recipients will be able to request a transfer to an external number directly from the outbound call.Each transfer made in this way is treated as an additional call and counted against Ashland's outbound message bundle.A"call" is defined as any valid telephone connection (doesnot include telephony errors and no answers):A single call is up to 4 minutes in length;each subsequent period up to 4 minutes is considered an additional call. Ashland's RCS Outbound will include targeted notification messaging in the following language(s): English,Spanish. Trusted Solutions. June 28,2017 Page 3 of 12 Real Value. .Selectron 'TECHNOLOGIES , INC Dynamic Notifications require development and are designed during the implementation process.Account-specific messages created by Selectron will utilize account-specific information that is accessed througha flat fileprovided by the City of Ashland.This project includes the following Dynamic Notifications: • 2.2.1. Bill Delinquency Notification The Delinquency Notification is used to warn citizens that their account is delinquent. It includes the following customer-specific data:account number, delinquent amount,and due date.When a customer is:contacted via phone,they will have the ability to transfer , back to the IVR to make a payment without the need to authenticate. 2.2.2. Impending Shutoff Notification The Impending Shutoff Notification is used to warn citizens that their account will be shut off very soon. It presents the following customer-specific data:.account number, delinquent amount, due date,and shutoff date.When a customer is contacted via phone,they will have the ability to transfer back to the IVR to make a payment without the need to authenticate. 2.2.3. Static Notifications Ashland will be able to send Customer-defined static notifications to citizens via phone, email, or SMS text.Ashland is responsible for defining and configuring these notifications.Training for configuring and recording static notifications will be provided at the end of the implementation process. 2.3. Payment Processing The Relay solution can be configured to accept credit card and e-check payments, - allowing citizens to make payments.The payment processing engine is a PA-DSS- Verified payment system that does notretain any payment information. Users will need to enter their payment information for each transaction.The system will also allow for minimum and maximumpayment thresholds to be established by the City. The Relay payment application interacts with the OpenEdge payment gateway to provide payment functionality. Users will need to authenticate and provide valid • payment information in order to make a payment. Relay validates the user's payment information before passing it to the payment gateway. Relay sends back payment reconciliation data (amount paid, date/time,associated with account),and a standard payment summary report is provided. ' t Ashland will be able to take payments from citizens via the following payment methods: • Credit Card Trusted Solutions. June 28,2017 Page 4 of 12 Real Value. Selectron TECHNOLOGIES , INC 2.3.1. Credit Card The interactive solution accepts Visa®, MasterCard®, Discover®,and American Express®. Ashland can elect to accept all or a subset of these card types.Any credit card types not accepted by Ashland will not be accepted by the solution.The system supports AVS and CVV2.When taking a payment, Relay verifies the credit card number and expiration date. For more security,Ashland can choose to verify the card holder's zip code and/or security code.All credit card transactions are sent through the designated payment gateway. 2.4. Languages The Customer's Relay application will be configured to support English and the following other language(s): • Spanish The additional language module(s)enables the solution to support non-English-language. users.Additionally,all dates, numbers, ordinals,currencies, and letters are translated (and voice recorded)to the proper language. The professionally-recorded prompts use a vocabulary and dialect,predetermined by Selectron.Additions and changes to the prompts to account for regional differences are subject to time and materials billing.' Ashland will be able to define a'destination for each language available on the IVR. Trusted Solutions.. June 28,2017 Page 5 of 12 Real Value. Selectron TECHNOLOGIES , INC 3. System Integration Depending on the implemented features, Relay requires varying levels of integration with other Ashland components.These are described in the following sections. 3.1. - Application Database Interfaces It is anticipated that Selectron will be integrating with Ashland's Tyler Munis application database. All data-based interactivity on the solution is reliant upon data being available via the application vendor APIs. During the implementation phase, if data elements are identified as necessary but are not available via the included APIs,the project will be impacted.This may affect the implementation timeframe and will result in additional professional services fees. 3.2. Payment Gateway Interfaces The payment processing service is PA-DSS validated and located in a PCI certified payment environment. Integration to the payment gateway initiates the collection and reconciliation of the payments being gathered by the department. It is required that the payment gateway be on the list of Selectron-certified payment gateways and that it integrates utilizing a REST/Web Service implementation. Selectron understands that Ashland has selected OpenEdge as their payment processing vendor. If the City elects to implement a different payment gateway, it must select from the list of Selectron's approved payment gateways.Approved gateways are: • USA ePay(AMS) • Authorize.net • PayFlowPro (PayPal) • Bluefin • Payments Gateway • BridgePay (Forte) • Converge • Invoice Cloud • Kubra • Global Gateway e4 • NIC (FirstData) • TrustCommerce • PayPoint(FirstData) • Govolution • Simple Order • ACI (a.k.a.Official Payments) (CyberSource) • Paymentus If the Customer does not pick a vendor on this list,Selectron will work with Ashland to get the gateway of choice approved.The approval process includes additional development as well as software validation to comply with the Payment Card Industry's PA-DSS standards.This will require additional professional services costs and will impact the project timeline. Trusted Solutions. June 28,2017 Page 6 of 12 Real Value. Seléctron TECHNOLOGIES , INC The following payment processing fees and services are not covered by the purchase of the application: • Transaction fees • Merchant accounts • Third-party payment processing services,fees, and software • Trusted Solutions. June 28, 2017 Page 7 of 12 Real Value. Selectron TECHNOLOGIES , INC 4. Deployment Model This implementation of Relay will be deployed to Selectron's multi-tenant Relay Cloud Services environment located in Selectron's local hosting facility.Selectron's hosting facility is a co-located data center featuring keyed entry and individual server locks for security.With an RCS solution, Selectron owns all hardware and is responsible for security, ongoing maintenance,and proactive support.Ashland's solution is licensed for: • Up to 20,000 inbound IVR calls annually.A call is defined as a successful completed. connection.A Call can beup to 4 minutes in length,with each additional 4-minute period counted as an additional Call.Actionssuch as transfer that result in multiple connected circuits are counted on the per circuit basis and are measured for the duration of the connection including the time after a transfer occurs. • Up to 20,000 outbound messages annually.Additional message bundles can be purchased if needed. • Up to 12,000 payment transactions annually • Up to 12,000 transfers annually Trusted Solutions. June 28, 2017 Page 8 of 12 Real Value. � I Solectron TECHNOLOGIES , INC 5. Administrative Tasks This section details administrative tasks that can be performed in order to manage Relay.An administrator from Ashland will be provided with user credentials for the web application during the implementation process.Additional users can be created by the administrator as needed. Permissions can be assigned on a per-user basis;permissions govern the functionality available to a given user. The web-based administration portal is supported on all modern,"evergreen" browsers including: Chrome, Firefox, IE10+, Microsoft Edge, and Safari. 5.1. Schedule Outbound Campaigns Administrators can create,edit,and review outbound campaigns made using Relay Outbound. Each instance of an outbound campaign must be scheduled individually.This includes selecting the type of notification,the date/time of delivery,and (for static notifications)the configuration of the message. The administrator will also need to upload a contact list in .csv format for the notification.The exact formatting of the .csv file will vary depending on the notification being scheduled.Selectron will provide Ashland with example.csv files for the configured notifications included in this project,as well as assistance in generating the outbound call list. J Trusted Solutions. June 28,2017 Page 9 of 12 Real Value. - r Selectron TECHNOLOGIES , INC 6. Responsibilities 6.1. Selectron Technologies, Inc. This section outlines Selectron Technologies' responsibilities regarding service initiation and operation. 6.1.1. Provide Project Management Selectron Technologies assigns a Project Manager to the service implementation.The Project Manager is the Customer's primary contact at Selectron Technologies and coordinates all necessary communication and resources. 6.1.2. Provide Documentation The Project Manager provides the Customer with the following documents to help facilitate the service implementation process: • Implementation Questionnaire-gathers critical information needed to setup and initiate the service.This includes information on the toll-free numbers,call volume,APIs, and the types of payments being gathered. • Remote Access Questionnaire-details information needed by Selectron Technologies to remotely access the Customer's network and application database, prior to system initiation,to allow for complete system testing. • Implementation Timetable-details project schedule and all project milestones. • Quality Assurance Test Plan-assists the Customer in determining that the interactive solution is functioning as specified in the Contract. • Service Acceptance Sign-off Form-indicates that the Customer has verified service functionality. 6.1.3. Perform Quality Assurance Testing Selectron Technologies thoroughly tests all applications and integration points prior to initiation,ensuring system functionality.This includes data read from and written to the application database and the general ability for a customer to successfully access live data and complete a transaction. 6.1.4. Provide Installation and Administrative Training Selectron will provide remote training for the Relay solution.All installation is handled by Selectron technical staff at our remote hosting facility. Trusted Solutions. June 28, 2017 Page 10 of 12 Real Value. • .. Selectron ••...• TECHNOLOGIES , INC 6.1.5. Provide Marketing Materials Selectron Technologies provides marketing collateral that the Customer can use to promote the interactive solution to citizens. Marketing collateral includes a poster,tri- fold brochure,and business card;standard templates for each item are used. Collateral is provided to the Customer in PDF format(original Adobe InDesign files are provided upon request). Marketing collateral will be provided for each department included in this project. Selectron Technologies' Project Manager will assist in gathering the correct information to be displayed on the marketing collateral. Information displayed includes the following: • IVR phone number(s) • Department logo (preferably in EPS format) • Department address • A description of functionality • Additional contact/informational phone numbers • Samples:where to find account/permit/case numbers, etc. Any changes to the collateral that do not include the items listed above(e.g.,design changes to the template) are billed on a time and materials basis.Any changes to-the marketing materials after final delivery are also billed on a time and materials basis. 6.1.6. Interface Upgrades After service initiation,Ashland's Tyler Munis database application may release new updates to their application or its interface. Upgrading the Relay interface to be compatible with any Ashland application database(or other application database software) may require professional services outside the scope of this service. 6.2. Ashland, OR This section outlines the Customer's service implementation and maintenance requirements and responsibilities. 6.2.1. Return Questionnaires and Information Selectron Technologies' Project Manager provides Ashland with an implementation questionnaire..The implementation questionnaire must be returned prior to developing the call flow design and the implementation timetable. June 28, 2017 Page 11 of 12 Trusted Solutions. Real Value. Selectron TECHNOLOGIES , INC 62.2. Provide Customer Specific Information The following information should be supplied to Selectron Technologies, in conjunction with the Implementation Questionnaire,to help create a precisely integrated product. For further clarification on the format and detail of the following data, refer to the Implementation Questionnaire or contact your Selectron Technologies' Project Manager. • Street names • Observed holidays • Extensions used for transfer functions 6.2.3. Provide Remote Network Access to Application Database(s) In order to fully test the interactive solution,Selectron Technologies requires access to Ashland's application database(s) prior to installation.The Customer will help facilitate communication between Selectron and the database vendor. 6.2.4. Provide System Access Selectron Technologies requires access to the Customer's network and database/ system. Changing or deleting access accounts could lead to disruption in service for the interactive solution and/or Selectron Technologies' ability to provide timely support. Please notify Selectron Technologies immediately if the accounts for the Application Database, payment gateway or network are modified.Ashland is responsible for providing Selectron with appropriate application database and payment gateway network access as defined in the System Integration section. 6.2.5. Confirm Service Functionality Ashland,OR has 30 calendar days after service initiation to verify the functionality of the interactive solutions. Within the 30-day system acceptance period the Customer should test system functionality using the provided Quality Assurance Test Plan.Additionally, the System Acceptance Sign-off form must be sent to Selectron Technologies' Project Manager within this period. 6.2.6. Contact Customer Support Anytime the Customer requests a significant change to their Selectron interactive solution, an authorized contact from the agency must provide acknowledgement to Selectron's Customer Support Department.A significant change is a modification that will A) change system behavior, B)allow users to change the system,or C)allow access to protected data. June 28, 2017 Page 12 of 12 Trusted Solutions. Real Value. C, '4CaCERTIFICATE OF LIABILITY INSURANCE DATE/ 9/24/2020i........---- CERTIFICATE THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER.THIS - CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND,EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S),AUTHORIZED REPRESENTATIVE OR PRODUCER,AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED,the policy(les)must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED,subject to the terms and conditions of the policy,certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). . PRODUCER ACT NAME: Michelle Larsen W.B.Adams Co. (ac°Nlv,Ext): (503)644 9945 FAX No): (503)644-9997 General Insurance ADDRESS: Commerciallz@wbadams.com 14737 SW Millikan Way INSURER(S)AFFORDING COVERAGE NAIC# Beaverton OR 97003 INSURER A: Sentinel Insurance Company 11000 INSURED INSURER B: Hartford Casualty Insurance Company 29424 Selectron Technologies,Inc. INSURER C: 12323 SW 66th Ave INSURER D: Portland,OR,97223 INSURER E: INSURER F: COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT,TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN,THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES.LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR AWL-01MM POLICY EFF POLICY EXP LTR TYPE OF INSURANCE INSD WVD POLICY NUMBER (MM/DD/YYYY) (MM/DDIYYYY) LIMITS K COMMERCIAL GENERAL LIABILITY EACH OCCURRENCE $ 1,000,000 CLAIMS-MADE n OCCUR 1 UAMAIat I U IttN 1 tU 1,000,000 PREMISES(Ea occurrence) $ MED EXP(My one person) $ 10,000 A 52SBAR09216 01/31/2020 01/31/2021 PERSONAL&ADV INJURY _$ 1,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: „ GENERAL AGGREGATE _$ 2,000,000 K POLICY PRODUCTS-COMP/OP AGG $ 2,000,000 Fl JECPROT n LOC OTHER: $ AUTOMOBILE LIABILITY COMBINED SINGLE LIMIT $ 1,000,000 (Ea accident) X ANY AUTO BODILY INJURY(Per person) $ A AWNED AUTOS ONLY —SCHEDULED AUTOS 52UECPT5600 01/31/2020 01/31/2021 BODILY INJURY(Per accident) $ HIRED —NON-OWNED PROPER IY DAMAGE $ AUTOS ONLY _AUTOS ONLY (Per accident) _ , Comp/Collision _$ . 500/500 X UMBRELLA LIAB x OCCUR EACH OCCURRENCE $ 5,000,000 A EXCESS LIAB CLAIMS-MADE 52SBAR09216 01/31/2020 01/31/2021 AGGREGATE _$ 5,000,000 DED RETENTION$ $ WORKERS COMPENSATION PER X ER H AND EMPLOYERS'LIABILITY , ANY B OFFICER/MEMBER EXCLUDED? PROPRIETOR/PARTNER/EXECUTIVE Y!N N/A 52WBCGI3039 01/31/2020 01/31/2021• E.L.EACH ACCIDENT $ 1,000,000 (Mandatory in NH) E.L.DISEASE-EA EMPLOYEE $ 1,000,000 If yes,describe under DESCRIPTION OF OPERATIONS below E.L.DISEASE-POLICY LIMIT $ 1,000,000 Data Breach/Cyber Liability Each Occurrence $2,000,000 A Professional Liability/E&O 52SBAR09216 01/31/2020 01/31/2021 Aggregate $2,000,000 DESCRIPTION OF OPERATIONS/LOCATIONS!VEHICLES (ACORD 101,Additional Remarks Schedule,may be attached If more space Is required) • CERTIFICATE HOLDER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE ' THE EXPIRATION DATE THEREOF,NOTICE WILL BE DELIVERED IN City of Ashland ACCORDANCE WITH THE POLICY PROVISIONS. 20 E Main Street AUTHORIZED REPRESENTATIVE 0.---' 1 Ashland OR 97520 ©1988-2015 ACORD CORPORATION. All rights reserved. ACORD 25(2016/03) The ACORD name and logo are registered marks of ACORD t , • THE HARTFORD Select Customer Insurance Center 3600 WISEMAN BLVD. SAN ANTONIO TX 78251 Policyholder, please call us at: (866) 467-8730 Agent, please call us at: (866) 467-8730 SERVICE.TX@THEHARTFORD.COM INSURANCE ENDORSEMENT ATTACHED *** PLEASE REVIEW THE CHANGE *** Enclosed is an endorsement for your business insurance policy. Please review it at your convenience. If you have questions or need to make further changes: Policyholder, please call us at: (866) 467-8730 Agent, please call us at: (866) 467-8730 between 7 A.M. and 7 P.M. CST . The premium billing will be mailed to you separately. You can expect to receive it soon. Thank you for allowing us to service your business needs. W B ADAMS CO/PHS THE HARTFORD SELECT CUSTOMER INSURANCE CENTER The Hartford Hartford Fire Insurance Company and its Affiliates One Hartford Plaza,Hartford,Connecticut 06155 • THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. POLICY CHANGE This endorsement changes the policy effective on the Inception Date of the policy unless another date is indicated below: Policy Number: 52 SBA R09216 DX Named Insured and Mailing Address; SELECTRON TECHNOLOGIES, INC. SEE FORM SS1235 12323 SW 66TH AVE PORTLAND OR 97223 Policy Change Effective Date: 08/26/20 Effective hour is the same as stated in the Declarations Page of the Policy. Policy Change Number: 011 Agent Name: W B ADAMS CO/PHS Code: 700991 POLICY CHANGES: SENTINEL INSURANCE COMPANY, LIMITED ANY CHANGES IN YOUR PREMIUM WILL BE REFLECTED IN YOUR NEXT BILLING STATEMENT.IF YOU ARE ENROLLED IN REPETITIVE EFT DRAWS FROM YOUR BANK ACCOUNT, CHANGES IN PREMIUM WILL CHANGE FUTURE DRAW AMOUNTS. THIS IS NOT A BILL. NO PREMIUM DUE AS OF POLICY CHANGE EFFECTIVE DATE • FORM NUMBERS OF ENDORSEMENTS REVISED AT ENDORSEMENT ISSUE: IH12001185 ADDITIONAL INSURED - PERSON-ORGANIZATION PRO RATA FACTOR: 0.932 THIS ENDORSEMENT DOES NOT CHANGE THE POLICY EXCEPT AS SHOWN. Form SS 1211 04 05 T Page 001 Process Date: 08/27/20 Policy Effective Date: 01/31/20 Policy Expiration Date: 01/31/21 • POLICY NUMBER: 52 SBA R09216 THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. ADDITIONAL INSURED - PERSON-ORGANIZATION THE CITY OF ATLANTA 68 MITCHELL ST ATLANTA, GA 30303 CITY OF AMARILLO ATTN: PURCHASING DEPARTMENT P O BOX 1971 AMARILLO, TX 79135 CITY OF NOVATO 75 ROWLAND WAY #200 NOVATO, CA 94945-5054 CITY OF OCEANSIDE 300 NORTH COAST HWY OCEANSIDE, CA 92054 CITY OF PORTLAND 1120 SW 5TH AVE ROOM 750 PORTLAND, OR 97204 CITY OF SANTA ANA 20 CIVIC CENTER PLAZA SANTA ANA, CA 92701 COUNTY OF PLACER C/O EBIX BPO P 0 BOX 257 PORTLAND, MI48875 FULTON COUNTY GOVERNMENT DEPARTMENT OF PURCHASING & CONTRACT COMPLIANCE 130 PEACHTREE STREET SW. SUITE 1168 ATLANTA, GA 30303-3459 PLACER COUNTY WATER AGENCY P 0 BOX 6570 AUBURN, CA 95604 Form IH 12 00 11 85 T SEQ.NO. 003 Printed in U.S.A. Page 001 (CONTINUED ON NEXT PAGE) Process Date: 08/27/20 Expiration Date: 01/31/21 • POLICY NUMBER: 52 SBA R09216 THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. ADDITIONAL INSURED - PERSON-ORGANIZATION THE CITY OF ELK GROVE ITS OFFICIALS, EMPLOYEES, AGENTS, AND VOLUNTEERS PO BOX 20270 LONG BEACH CA 90801 CITY OF DETROIT PURCHASING DIVISION COLEMAN A YOUNG MUNICIPAL CENTER SUITE 1008 DETROIT, MI 48226 CITY OF FRESNO C/O ISD 2600 FRESNO ST. , ROOM 1059 FRESNO, CA -93721 CITY OF ASHLAND 20 EAST MAIN STREET ASHLAND, OR 97520 Form IH 12 00 11 85 T SEQ. NO. 003 Printed in U.S.A. Page 002 (CONTINUED ON NEXT PAGE) Process Date: 08/27/20 Expiration Date: 01/31/21