HomeMy WebLinkAboutAgreement A-24-136 CalSAWS County Purchase FR-01-2024 Final Signed.pdf California Statewide Automated Welfare
System (CaISAWS)
County Purchase FR-01-2024
Fresno County - Request for Generative Artificial
Intelligence ("AI") for Post-Call Summarization
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I. Overview:
Pursuant to Section 4.6 of Exhibit X (Maintenance and Operations ("M&O")
Extension) of the Amended Restated and Revised Leader Replacement System
Agreement dated August 16,2019 (the"Base Agreement") between CaISAWS
Consortium and Accenture LLP ("Accenture"),Fresno County ("County")has
requested Generative Artificial Intelligence ("GenAI") for post-call summarization,
as further described in this County order form(the"County Purchase").
The capitalized terms used in this County Purchase and defined below,shall have
the meaning indicated in this County Purchase.Any other capitalized terms not
defined in this County Purchase will have the meaning prescribed in the Base
Agreement.
• "GenAI Product" means the Amazon Web Services ("AWS") Bedrock GenAI
solution leveraged by the County and Accenture during the term of this
County Purchase.
• "GenAI Output" or"Solution Output" means the content that is generated or
returned through use of the GenAI Product during or as a result of this
County Purchase,including in response to the queries or prompts that are
submitted to the GenAI Product by the users.
• The"GenAI Artifacts" means all documentation and code created during the
lifecycle of the solution.
II. Scope:
The County identified a business need for Accenture to add an AWS GenAI solution
to the Customer Service Center ("CSC")AWS architecture for generative AI-
powered post-call summarization to help reduce after-call wrap time for
agents/workers and standardize call notes across agents/workers.This County
Purchase describes the Regulatory and Administrative ("R&A") Change Budget
Services for Accenture to implement the solution,provide access to, and support the
County's use of GenAI post-call summarization.
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Solution Overview:
GenAl for Post-Call Summarization Process
A GenAl-powered solution could be added To the Contact Center AWS architecture for call summarization.The solution will transcribe and summarize the
call—generating call notes automatically,capturing The caller details and summary of actions performed by the agent within seconds.
Current State
B Phone Call In Progress O Post-Call Wrap Time(-11-12 minutes)
r�
Incoming call from Call Ends
resident Agent talks to resident, Agent performs any Agent manually
performs any relevant remaining CaISAWS Case populates Call Log Detail Agent saves entry on
CaISAWS Case actions(i.e. actions(i.e.update page,lncluding resldent Call Log Detail page
checking benefit status), resident Information and details,call type/call and entry Is saved In
and takes notes run EDBC) action,and short and CaISAWS system
long descriptions
Future State
aPhone Call In Progress O Reduced Post-Call Wrap Time
Incoming all from Call Ends
resident GenAl Solution populates the
GenAl Solution
GenAI Solution transcribes the call 1* Call Log Detail page with a
Actions in real-Time draft of all relevant/required
information
Agent talks To resident, Agent performs any Agent reviews the Agent saves entry
performs any relevant remaining CaISAWS Case generated details on the on Call Log Detail
Agent Actions CaISAWS Case actions actions(i.e.update page and entry is
(i.e.checking benefit resident information and Call Log Detail page, saved in CaISAWS
( s) making edits If necessary
status) run EDBC) system
Proposed Project Timeline:
Timeine
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---- ----------- --- ------ -- -------- ---- -------- ---------- ----- ----- ------------ ----------- --- -------- ------------- ---- ----- ----a
Fab'A Jsareh'M April 124 '24 June'2/ J '2/ 2/ '24 aal'2/ Nov'24 Doc'2s Jan'25
Y �Y Aug�9 �'P
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Approvals Project Mkoff
--------------------------->------------------+---------------------------------------+-------------------
--------------------L-------------------+--------------------f-------------------4-------------------t-------------------i---------------------------------------
Design 6 !-
Development
Configuraill
Test 8lmprove
----------------------------- _______—._____; Agent__ ____._.___._--_____..._—__-- t___..___—.____--1N_____.__.....___
Agent •.____.___.__.___; _.__.___.__ Feedback __.._____ __-___-
Feedback/ Ag. tnr7fatLauhch
+ ----
Launch
Agent
Feedback
:......"''._._.-----------j..................j....................}......................................{.....
Fast- Posr-Implementafion Support
Implementation M&O(through May'25)
Support 6 Mi0
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The one-time R&A Change Budget Services include up to 8,693 hours to assist the
County with the following:
Design-Solution Reviews/Approval:
• Create and get timely approval (within five (5) business days of request for
approval) on detailed workplan,including all required approvals,activities,
and agreed-upon owners;
• Accenture Security Lead provides Privacy and Security Impact Assessment to
Consortium Security and Privacy Office prior to kickoff;
• Following Consortium FinOps process,Accenture submits Technical Budget
Change Request("TBCR") with detailed AWS Service Cost for the end-to-end
solution,including services in all environments;
• Define configuration requirements and customization for AWS Connect post-
contact summarization powered by generative Al solution in collaboration
with the County,including the following features:
o Create standardized templates that will be used for GenAI Outputs
(call summary template) containing details such as caller information,
call type,call summaries,and agent/worker actions,and
o Document solution architecture for how the solution will auto-
populate and store in the Ca1SAWS Call Log Detail page with draft
notes and summary for the agent/worker to approve before saving.
• Facilitate four (4)weeks of technical and design review discussions with
County,the Consortium,and Ca1SAWS subject matter experts (technical
architecture, CSC,ForgeRock, and Consortium Security and Cloud
Architecture teams) to align on proposed architecture and answer County
and Consortium questions;
o Confirm proposed solution and architecture adheres to Consortium,
County,and governing body AI policy.
• Submit all changes through Consortium Architecture Review Process,
Technical Change Advisory Board ("CAB"), Change Control Board ("CCB"),
FinOps, Change Request ("CR"),System Change Request ("SCR"),and TBCR
processes in parallel with technical and design review discussions during the
system development lifecycle;
• Document and get timely approval (within five (5) business days of request
for approval) on planned technical architecture,including integration of
AWS architecture with Ca1SAWS;
• Provide design, development, and implementation documentation of
Generative Al solution (GenAI Artifacts),including a detailed data flow
design,integration documentation,system design diagrams in draw.io
format,security permission profile documentation, and meeting presentation
materials;and
• Receive appropriate reviews and timely approvals (within five (5) business
days of request for approval)from the County and Consortium FinOps and
Security Architecture teams to begin technology setup by April 1,2024.
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Build/Test-Solution Configuration/Validation
• County/Consortium will provide timely approvals (within five (5) business
days of request for approval)for configuration of the solution on or before
April 15,2024;
• Accenture will request AWS model access through Amazon Bedrock console
for County AWS environments for technology setup by April 1,2024;
• Build the solution enabling GenAI for County CSC post-call summarization
through transcription and automatic generation of draft call notes;
• Configure AWS Connect Contact Lens for real-time transcription of calls;
• Develop up to three (3) unique GenAI prompts using AWS Bedrock to
summarize call transcript (two (2) unique prompts should be sufficient for
the Call Log Details page summary,plus one (1) for contingency);
• Create monitoring alerts to identify and notify team of key issues related to
the Al solution;
• Test and validate the output summaries,verifying the solution functionality
meets the design requirements established in the Solution
Reviews/Approvals phase:
e Validate solution output by comparing accuracy and after-call time of
manual journal entries to the automatically generated entries and
adjust model as needed (GenAI summaries will be more accurate and
faster than a random sample of manual entries),and
e Provide County with Test Plan documentation with inputs, outputs,
and acceptance criteria.
• Conduct up to ten(10) County agent testing sessions to assist in validation
and provide feedback(—one,one (1)-hour-long session per week in eight (8)
weeks leading up to production go-live);
o Accenture will work with the County to prepare testing scenarios to
cover key use cases,
o Consortium will be invited to participate,and
o The County will provide adequate sample size of agents/workers (at
least ten(10) percent of total agents)for testing and feedback sessions
for eight (8) weeks in May and June 2024.
Build/Test-CaISAWS Integration
• County/Consortium will provide appropriate and timely approvals (within
five (5) business days of approval request) for the CaISAWS integration on or
before April 15,2024;
• Configure AWS solution and establish CaISAWS environments and
databases using agreed upon technical architecture,including production
and non-production(test) environments;
• Configure the solution into the existing County AWS Connect agent panel
and into the existing the existing CaISAWS Call Log Details page;
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• Configure and validate the CaISAWS Call Log Details page is populating a
draft GenAI call summarization that the agent/worker can edit after a call is
finished;
• Integrate the solution with ForgeRock for authentication;
• Develop a secure application programming interface ("API") to integrate
with CaISAWS Online application. This API will be responsible to fetch the
Call summary generated by the Al solution;
• Provide access to individual users and/or service accounts within the
County;and
• Follow Test Plan for validation of key scenarios,including:
o Validate/test the CaISAWS Call Log Details page is populating the
summary after a call is finished;and
o Validate/test the new functionality does not negatively impact the
existing CaISAWS Call Log Details page.
Change Management/Training
• Accenture team will document and conduct up to three (3) demonstration and
support ("train the trainer") sessions with the County training team to explain
and walk through solution for agent/worker preparation.
• Accenture team will provide appropriate documentation and meeting materials
from Solution Reviews/Approval phase to support County training team.
• The County is responsible for identifying trainers and scheduling their
attendance of the"train the trainer" sessions.
• The County is responsible for creation of training materials and processes to
align with the current County training protocols.
• The County is responsible for scheduling and conducting training sessions with
agents;the County will confirm at least ninety(90) percent of agents attend and
pass the training sessions.
Post-Implementation Support(eight (8) weeks of support,including functional and
technical support to):
• Provide reporting to quantify impact of post-call summarization solution,
including changes in average call handle time,post-call wrap time,and
reported accuracy of call summaries;
• Refine GenAI prompts and GenAI Outputs based on agent/worker feedback;
• Provide up to six (6) support sessions (up to three (3) per month) and answer
County worker questions regarding GenAI solution;
• County trainers will assist with on-site support sessions and ongoing
agent/worker questions;and
• Maintain AWS environments,including security upgrades.
This County Purchase also includes R&A Change Budget Services of up to 320 hours
for administration of the County Purchase order.This includes the management of
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the County Purchase work plan,coordination with CaISAWS teams and the County,
tracking of the County Purchase progress,and providing status updates.
This County Purchase includes up to 442 hours per month for recurring R&A
Change Budget Services for monitoring the solution,performance reporting as
needed, and providing support for changes that affect the GenAI AWS solution as
follows:
• Provide ongoing maintenance of GenAI environments,including upgrades
and security vulnerabilities,
o Includes Lambda runtime upgrades and Lambda vulnerability
remediation;
• Provide infrastructure support for Amazon Web Services ("AWS") issues,
configuration,and Technical Operations support or changes that are required
as part of the CaISAWS process or identified by the County or CaISAWS;
• Provide GenAI development support to make enhancements to support
prompt improvements;
• Provide ongoing reporting and tracking of issues with call summarization
solution,including key performance indicators and any open issues and
risks;
• Provide functional support for reviewing evolving GenAI regulations and
requirements and tracking changes that are required; and
• Provide functional support for ongoing offline (email) troubleshooting
support; ongoing reviews of performance; and reporting/dashboards and
leadership status updates.
This County Purchase also includes recurring R&A Change Budget Services of up to
six (6) hours per month for administration of the County Purchase order. This
includes the management of the County Purchase work plan,coordination with
Ca1SAWS teams and the County,tracking of the County Purchase progress,and
providing status updates.
The scope of this County Purchase includes the following:
• One-Time R&A Change Budget Services
• Recurring R&A Change Budget Services
III. Assumptions:
• The charges set forth in Section V below (the"Total Charges") are based on
the scope of work outlined in this County Purchase. Any changes in scope,
including new or out-of-the-box AWS services,must be mutually agreed
upon by Accenture,reviewed and approved by Consortium and the County
in writing and may result in additional charges.These additional charges will
be executed as a revision to this County Purchase.
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• Accenture staff will begin the work effort on March 4,2024, or upon receipt
of written confirmation from the County expressing their agreement with the
County Purchase,whichever is later. Accenture staff may pause work if the
County Purchase is not fully executed by March 31,2024. In the event the
execution of the County Purchase is delayed beyond the abovementioned
date,Accenture and the County will work together to adjust the proposed
project timeline and funding across State Fiscal Years ("SFYs").
• In the event there are County dependencies that are unable to be met and
require schedule and/or funding shift changes,the parties will mutually
agree to amend/revise the County Purchase.
• One-Time R&A Change Budget Services will be worked and invoiced on a
time and materials ("T&M") basis up to a maximum of 8,693 hours. Invoices
for such charges will be submitted to the Consortium monthly in arrears, and
the Consortium will,in turn,invoice the County. The County will be
invoiced for actual hours worked.
o Up to 4,708 hours will be worked and invoiced in SFY 2023/24,
estimated to continue through the end of the SFY 2023/24,May 31,
2024.
o Up to 3,985 hours will be worked and invoiced in SFY 2024/25,
estimated to commence June 1,2024.Such hours may be worked and
invoiced through the end of SFY 2024/25,May 31,2025.
o If the County requests offshore/onshore staffing mix changes,then a
revision to this County Purchase would be required.
o Accenture and County will monitor the hours for R&A Change
Budget Services and discuss the addition of more hours with the
County if necessary.Any additional hours required for R&A Change
Budget Services would result in additional charges. These additional
charges would be provided to the County in a separate County
Purchase.
• Recurring R&A Change Budget Services are included in this County
Purchase for Accenture to assist the County with providing post-call
summarization. Recurring R&A Change Budget Services will be worked and
invoiced on a T&M basis and are estimated to commence September 1,2024
and continue through the end of SFY 2024/25,May 31,2025.These charges
are based on an estimate of 448 hours of support per month.
o Up to 4,032 hours will be worked and invoiced in SFY 2024/25,
estimated to commence June 1,2024 and continue through May 31,
2025. If the County requests more hours for SFY 2024/25 or SFY
2025/26, a revision to this County Purchase would be required.
o If the County requests offshore/onshore staffing mix changes, then
the request must be approved by Consortium Privacy and Security
Officers and a revision to this County Purchase would be required.
o The Consortium,Accenture and County will monitor the hours for
Recurring R&A Change Budget Services and discuss the addition of
more hours with the County if necessary.Any additional hours
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required for Recurring R&A Change Budget Services would result in
additional charges. These additional charges would be provided to
the County in a separate County Purchase. If a CaISAWS change
impacts this County Purchase so that the work effort needed to adapt
the post-call summarization exceeds the budget in this County
Purchase, a separate County Purchase would be required.
• Accenture will work with the County and the Consortium staff to support
project activities throughout the term of this County Purchase.
• Accenture will bring qualified staff with experience in the solution who will
perform the Work described in this County Purchase,in accordance with the
staffing plan provided. Accenture will provide resumes to the Consortium
for review.
• The County will be responsible for assigning a County contact for security
activities, such as access requests to the County's AWS account or security
incidents.
• Accenture will configure and validate the solution for summaries of calls in
English language for initial launch.Additional supported languages will be
considered for future implementations.
• Access credentials will be rotated by County in accordance with Consortium
Security Policy.
• This County Purchase does not include any incremental charges for network
infrastructure. If future changes to the CaISAWS System impact this County
Purchase and would result in the need for additional network infrastructure
costs,these additional charges would be provided to the County in a separate
County Purchase.
• The work described in this County Purchase will be performed
virtually/remotely.
• The County must(1) approve this County Purchase and (2) provide the
corresponding approved Advance Planning Document ("APD") or
alternative form of authorized spending from the Office of Technology and
Solutions Integration("OTSI") that supports this purchase by March 31,2024
to proceed with this purchase. Otherwise,the estimates provided in this
County Purchase will not be valid and a new County Purchase will be
required.
AWS Cost/Architecture-Related Assumptions:
• The Total County Purchase Charges do not include charges for AWS
compute resources and services required for enhancements that will be
deployed under this County Purchase.An estimate of AWS compute
resources and services costs is provided to the County for budget allocation
purposes. The Consortium will be fully responsible for making such
resources and services available for supporting the project,including the
procurement and payment for such services from AWS.The County will be
responsible for reimbursing the Consortium for all AWS charges required to
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support the solution. The estimate for AWS compute resources charges is
based on services for SFYs 2023/24 and 2024/25.
• The County will be responsible for obtaining access to County datasets from
the Consortium.
• The County will be responsible for the AWS costs associated with storage of
the data from the GenAI post-call summarization.These costs will vary based
on data volume.
• AWS cost estimates are subject to change based on outcomes of technical
architecture reviews and approvals process.
• AWS cost estimates account for services in three (3) AWS environments (one
(1) production,two (2) non-production).
• In the event of an emergency and the solution is not working as expected in
the production environment, County workers will be informed via outages
broadcasts of the outage and users will need to revert to manual entry of
summaries until service is restored.
o Call recordings will continue to be stored according to existing CSC
procedures.
• AWS cost estimates are case on call volume estimates from County call data
from September 2023-January 2024 (-eight (8) minutes of talk time per call,
-30,000 calls per month).Non-production estimates were-ten(10) percent of
expected production volumes.
• AWS Contact Lens will be used in the backend transcription component of
the solution. The AWS Contact Lens console will not be configured for
County use in this agreement,but it can be provisioned for County use after
further Consortium reviews and configuration.
• While the Total Charges for the scope include estimates for Services,
Hardware,Software,and/or AWS Charges required to implement this work,
the Hardware,Software,and AWS estimates are based on charges from
vendors as of the current submission date.At the time of contracting,these
rates or costs may change. It is assumed that the Consortium will procure the
hardware and software required and will budget the applicable AWS.AWS
costs are included in and defined in Attachment 1 to County Purchase FR-01-
2024 -Pricing Schedules.
Solution-Related Assumptions:
• The County agrees that the Solution Output and any documents and reports
that will be delivered by Accenture to the County as part of this County
Purchase, shall be used solely for the Scope.
• Accenture is responsible for adhering to the CaISAWS Al policy. The
Consortium will accept the AWS Solution terms and conditions.
• The Consortium/County shall be responsible for business validation of the
following: (a) using the Solution Outputs; (b) deciding if the Outputs meet
the requirements.
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• Accenture Services pertaining to this solution will meet the business and
technical requirements and will be subject to provisions defined in Exhibit X
(CaISAWS M&O Extension) of the Base Agreement,including but not
limited to:
0 11.1 CaISAWS SYSTEM WARRANTY
0 11.2 WARRANTY WORK
0 11.3 CORRECTION OF DEFICIENCIES
0 11.4 WARRANTY WORK RESPONSE and the Deficiency
Management Plan in the Project Control Document ("PCD").
0 16.1INDEMNIFICATION
• The AWS Software including the"GenAI Product" and the"GenAI Output"
are excluded from the warranty and indemnification provisions.
• For clarity,for the purposes of this County Purchase,Section 22
PROPRIETARY CONSIDERATIONS of Exhibit X (CaISAWS M&O
Extension) of the Base Agreement shall apply.
• The Performance Requirements set forth in Schedule 7(Performance
Requirements) to Exhibit X (CaISAWS M&O Extension) of the Base
Agreement will not apply to this County Purchase.
• Key Performance Indicators ("KPIs") (from AWS solution) will be reported
out to the Consortium/County on a recurring basis,including: 1) the call
summary generation time (expected within sixty (60) seconds of call end),2)
Average after-call wrap time (expected reduction greater than one (1) minute
compared to pre-launch baseline), and 3) agent acceptance/usage of the tool.
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IV. Schedule:
The charges associated with this County Purchase will be incurred during SFYs
2023/24 and 2024/25.
V. Total Charges:
The following table outlines the total charges for this County Purchase.
Total County Purchase Charges SFY 23124 SFY 24/25 Total Charges
One-Time R&A Change Budget Services $769.574.44 $615.824.48 $1,385,398.92
Recurring R&A Change Budget Services $0.00 $577.704.06 $577.704.06
Hardware and Software Charges $0.00 $0.00 $0.00
Hardware Charges $0.00 $0.00 $0.00
Hardware Maintenance and Support Charges $0.00 $0.00 $0.00
Software Charges $0.00 $0.00 $0.00
Software Maintenance and Support Charges $0.00 $0.00 $0.00
Production Operations Charges $0.00 $0.00 $0.00
One Time Charges $0.00 $0.00 $0.00
Recurring Charges $0 00 $0.00 1 $0.00
Total Charges $769,574.44 $1,193,528.54 1 $1.963.102.98
VI. Attachment 1 to the County Purchase FR-01-2024- Pricing Schedules
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COUNTY PURCHASE APPROVAL
Subject: Countv Purchase- FR-01-2024
The subject document is accepted as allowing Accenture UP to proceed with the subject
County Purchase.
Fresno County ATTEST:
BERNICE E.SEIDEL
By: Clerk of the Board of Supervisors
County of Fresno,State of California
Printed Name:Nathan Magsig
Title: Chairman of theBo�ard of Supervisors By Deputy
Date: 3 l'17 —v2OP2—I
Approved as to Form:
Fresno County Counsel '
By:
Printed Name:�C(.��� ('vi ti�Yz, Lk
Title:
Date: C
Notice Address: FOR ACCOUNTING USE ONLY:
205 W. Pontiac Way Fund/Subclass:0001/10000
Building 2 Org:56108550
Clovis,CA 93612 Account:7295
CaISAWS Consortium Accenture LLP
ouv Murnhv Anio,il,7. Ma6vrck
By:Ho11 Murphy(Mar�00SPDT) By:A—ldJ M,[—k(M,,262OJ40931PDT7
Printed Name:Holly Murphy Printed Name:Arnold J. Malvick
Title: CaISAWS PMO Director Title: Accenture Project Executive
Date: Mar 27,2024 Date: Mar 26,2024
Notice Address:
CaISAWS Consortium
620 Roseville Parkway
Roseville,CA 95747
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Attachment 1 to the County Purchase FR-01-2024 Page 1 of 5
Pricing Schedules
1 - Charges Summary
Total County Purchase Charges SFY 23/24 SFY 24125 Total Charges
"The County will reimburse the CaISAWS Project for all charges.The charges associated
One-Time R&A Change Budget Services $769,574.44 $615,824.48 $1,385,398.92 with this County Purchase should not impact the CaISAWS Project Budget.
Recurring R&A Change Budget Services $0.00 $577,704.06 $577,704.06
Hardware and Software Charges $0.00 $0.00 $0.00
Hardware Charges $0.00 $0.00 $0.00
Hardware Maintenance and Support Charges $0.00 $0.00 $0.00
Software Charges $0.00 $0.00 $0.00
Software Maintenance and Support Charges $0.00 $0.00 $0.00
Production Operations Charges $0.00 $0.00 $0.00
One Tme Charges $0.00 $0.00 $0.00
Recurring Charges $0.00 $0.00 $0.00
Total Char es $769,574.44 $1,193,528.54 $1,963,102.98
"The Total County Purchase Charges do not include costs for AWS compute resources
and services required for enhancements that will be deployed under this County
Purchase.An estimate of AWS compute resource and services costs is provided to the
County for budget allocation purposes.The County will be repsonsible for reimbursing the
Consortium for all AWS costs required to support the solution.The estimate for AWS
compute resources costs are based on services for State Fiscal Years("SFYs")2023/24
Estimated AWS Compute Resource Costs SFY 23/24 SFY 24/25 Total Charges and 2024/25.
Estimated AWS Compute Resource Costs $1,527.44 $76,610.52 $78,137.96
Amazon Bedrock-Prod $0.00 $15,246.00 $15,246.00
Amazon Contact Lens-Pro $ - $39,600.00 $39,600.00
Amazon DynamoDB-Prod $ $550.00 $550.00
AWS Lambda-Prod $ $27.50 $27.50
Amazon Inspector-Prod $ $16.50 $16.50
API Gateway-Prod $ $11.00 $11.00
Amazon Kinesis Data Streams-Prod $ $55.00 $55.00
Amazon Bedrock-Non Prod $ 277.20 $3,326.40 $3,603.60
Amazon Contact Lens-Non Prod $ 1,152.00 $13,824.00 $14,976.00
Amazon DynamoDB-Non Prod $ 10.00 $120.00 $130.00
AWS Lambda-Non Prod $ 0.50 $6.00 $6.50
Amazon Inspector-Non Prod $ 3.00 $36.00 $39.00
API Gateway-Non Prod $ 2.00 $24.00 $26.00
Amazon Kinesis Data Streams-Non Prod $ 10.00 $120.00 $130.00
Enterprise Support Charges $ 72.74 $ 3,648.12 $3,720.86
Total Estimated AWS Compute Resource Costs $1,527.44 $76,610.52 1 $78,137.96
Attachment 1 to the County Purchase FR-01-2024 Page 2 of 5
2a - One-Time Services
4.708 3,985 E]695]4A4 $fi15924.de $1385398.92
Oas n-SOINion Reviews, vale
•Create andg._lyapp-l(w Min five(5)business days of requestfor approvaO Dn tlelelled woMplan,Includingallrequnedapprovala,aclrvNeaandagr d- 4 8 0 B $50059 $50059 $4...12 $0.00
upon owners. $10 30B.24
•/.tore Security Le pro,, Pr,vary antl Sepur,ry lmpad Assessment tDCD-d-Securlry antl Pnvary Once poor t0 kickoff, Ge F. nal Delive L Senior Pronrammer/Mal t $20840 $20840 $1000320 $]5E2.4D $17505.N
•Fallowing Co-Num F,.Opa process.Accenhresubmds Technical Budget Change Request('TBCR")wdM1 detailed AWS Service CDat for the end-t0-end mI.b.,Gehl Deal.Lead era Mal at $18730 $18730 4200E $0DE 8742a.00
indutling aern�ain ell environments, Deal.and Val,a Mal t P II 1.0 $15393 15393 5414 r30 $0DE 55414..
•D.-mWguraeon regmremams end wstomuabDn forAWS CDnnec[post-ranted sumreruabDn powered by generetwe Al solNiDn in mllabora0on with the Gen Al T.hnolo Lead Senior Proara arrerlMal t 90 1. 0 82084E 2084E 75120E 80.0E 37512.0E
CDunry.mcludmg Me t0 I.—ha . Ca15AWS Tech. Lead Senior Man.er 30 BD 0 28634 20634 17180d0 IN. 171i0.40
a Create stench d templates that will....d r-AlOWputs(cell summary tenplah)c0ntammg dma,ls s tees cellar,nfarma0on,cell type.call summenes, Ca15AWS Cotdad Center Leatl Senior Pro rammarlMal t 20 20 60 0 M 2084E 20840 $833600 $000 8338.0E
antl agentlw0rker ed,ons,and Ca15AWS Sear Lead Senior Pro rammarlMal t 20 20 60 0 M 2084E 20840 W33800 $000 a336.00
o Document sol.tD arohdecturef how the s01WDn will auto-populate antl st. m Me Ca15AW5 Cell Lbg Dahl page wdh drefl nmes antl summeryror Me
egenDw0rker to app-.-saving
Fauldate four(4)weeks of technical end design rewew discussions mM County.Me GOnswtlum and CeISAWS suDfect rrefler egseds(technical arohitedure.CSC,
FogeRock,antl Co--Security antl Cloud Archdedure teams)to.1,on g0p0sed ercMte-antl answer CDunry antl C.-dlYm queMions.
o Conan 11 h o tl sDlu and erohdedure adheres to CnsP CDunry,and governing body AI polmy
Submd ell R'),S s through—Rbgmm(-S-ture Review Process.Technmal CM1ange Pdwsory BnN("CAB"),Chetpe Comrol BoeN("CCB"),d-l..CM1ange
Request('CR").System CM1ange Request('SCR'),antl TBCR processes in parallel wdh technical and tlesign rewew tliswssions tlunng Me system tlevelopmeN
IRecyde, 20 20 40 0 w $28634 $28634 $11,453 fi0 MOD $11,0.S3.fi0
Document and get b ly approval(vnMin five(5)buvn days of requestfor approval)on plane.tecM1 1architecture,mcludmgmtegretion of AWS erohdecture
mth-SAWS,
rovide design,development,and inPlemenhOn tlocumeMetmn of Gen.-AI solWon(GenAI Mihc[s),including a detmled tlaW flow design,mtegre
tlocumentaaon.system design dmgrams m drawio rormat,sewnry permission prone FOps
documentation,and meeting presentation matena,s,antl
onIs(m ve(5)Dusm day ofequst rom,po I)fiomthe CDunry and CGnsomum and$ecunry
el 1,2024.
BUIItlReat[SOINIDOCotNe t by MurNIONVeIId-
unry/c0nsodiumwill Drovide timely app..Il(wdhm 5ve(5)business days of request f0rapp-1)ror conagurati0n of the.M.-on or heron Apr„15,2024; $50 $5E $200236 $2,00236
1p by Ppril t,2024; $28634 $28634 5154.12 $5,15412
Runty CSC post al,seumrareti0n0Mr..gM101rans nptionnand auromatic generatl'i nyoltlree call notes; t�E e730 337140E
- 180 180 1.. 15393 77074E
evelop up toShCree(3)unique GnAI Drompts u�smngeAWS08etlrock to lsumrerize call trenacrlDf(two(2)unique prompts shaultl be suntln[hr Me Gall Log Dehlla G g0 208 4D 19756 W
page sumrery,plus One(1)hr contingency), 1T500 1250E 375000E
•Create monitoring alerts to itlenery antl noety team of key issues relatetl to Me Al solution; 1250E 1250E 375000E $82500.a0
vedfying Me sdutlonfunctlonalay meeb Me tlesign requirements eatadlahetl In the$OlbtlOn Reviews/Approval�phase' Embetldins Gbbal Del�rve N1w0rk 1250E $62500.00
output by ComPo 9aaurecy antl after-call time of m..ual)nmal entries t00te aubmatically goner dentries antl adj-motlel as neetletl 111 Develo er Gbbal Relive N 1w0rk 2D0 1250E 25000W $62502.02
(GenAI aummar�ies will.more accurate a.hater Manare.-sample.manual entries),.. Tester G-1D, N twork 1250E $MO O0
o Provide County-Teat Plan tlocume-b..-Inputs,outputs a.accepfa.ce cr8eda
•Conduct up t0 h.(10)county agent hating sessions to assist In v.tltlation and Drovitle feedback(-one,one(1}hour-lotg aeasin par week in elgM(8)waeka
Ieadlt up to p,od.d.go4lve),
oMro .w111 work-Me County to prepare%e gacenadoa to cover key use cases,
oG0 du WllbeM,b,d Opadldl band 100 2. .0 300 2.0 500 $1T500 $1250. $37.50000 $25,OOOW W....
0 The CCuny will provide adequate sample size of agentaAvOMem(at lesat ten(10)Porcant Of trial agenh)for testing and feedback sessions far eight(8)weeks h
May and June 2024
AWS Develo er/IAC
iMReatCaI5AW51me ratio
•County/Consodmm will pr0ntle appropriate and emely approvals(wn mave(5)business tlays of approval.q...t)b,r Me Ca13AWSi gig on Gn or berore Ppnl 35 35 35 70 r 105 $125.OD 125.00 8750.D0 $4375 OD $13.125.00
152024, 120 120 240 12D 187,3D 15827 952.0E 18992.4D W.I...
•Conagure AWS solution antl establisM1 CaISAWS environments and tlatabases using agreed upon tec-.1 arohitecwre,including pr.udion antl non-p.duction 4D 40 BOr 40 $1 B7 3D 1
1873E 14984.0E 7492.DD 4]6.0.2
(test)environments; 4E 40 40 40 $12500 1250E 5000.0E 5000.D0 10000.0E
•Conagure Me solution Into Ih.existing County AWS Connect a gent panel antl lnm iM1eedsting Me edsting C.,SAW$Call Log Details page; 20 20 20 $18]30 1873E 374sW 3]46 DO 7492.0E
•Conagure antl valitlate the C.-S Ca„Log Details page,.populating a draft GenAI will sumrarietion thattheagent/worker can edu afiera call is finished; ]E 70 70 $18]30 1873E 131110E 13111.Op 26222.0E
120 120 120 24E 120 360 18]30 9520E 478.0E 5743a.00
g g eRacet�("nAPI")to,ntegrate-C.1Somme applicat Th,S PPI will be re,p...Ilb.M htch Me Gall summary O sSuvelo 80 . . 80 240 20114E 333440E 16672.0E 50015.00
go.pd by th.Al s 1.1ineonp 40 48 1& 48 132 $1.73. 18730 15733 18990.4E 733.6E
oLogyDehilsrpagenis po�poatyng Mehsumnary afters call is anished,antl 40 40 80 0 00 $18]3. $18]30 $14.98400 $0.00 $14,...00
P0st4melamtamatl nsuceo on S stem Mal at
e repodmg to qus.bfy Impact Df past-call summen7aeon adutl0n,mcludmg changes in average call handle time,p0atcall wrap tore,and repoded accuracy of GenAI Rea,n on S ohm Mal at "1
1a0 360 818]30 10]30 1222 $6]428.0E $e]42 M
call aummanea, GervV Techn010 adLead Senli�Pm rarnmrlMal at 90 0 100 1. 20840 2084E 800E 3)512.00 $37512.00
•Refine GenAI prompts and GenW OutWh based on egenbWDtkerfeedback. Develo merit Team Lead Gbbal Oelrve NeMvrk 200 0 400 4D0 $12500 $1n 00 $000 $50000.00 $W000.00
•ProvideuytDs,x(6)supp0d aesaona(up tOth-(3)p.r-th)and gnawer CDunry worker quea0ona rag gGeMJa t..', Pm tEn loser Gbbal Delrve Ne bk 200 0 400 4DO $12500 $1n 00 $.. $50000.00 $5000800
•Counrytra,e will assist w,Mon-aria auppod seaarona antl Gn g agentfw0rker queniDna,antl DMA bcabonS hm Mel t 12 0 24 L $18730 $18730 $000 $4-2. $4495.20
•Mamhin AWS env,r0nments,mcudmg security upgrades NC D.10 l-bo SI.-Mel t 60 0 120 1. $18730 $18730 $0 OD $22676.OD $ 4]6.00
TechO aSu S.M,Pro remmarlMal [ 00 0 90 80 $20940 $20840 $000 $16672.00 $1 872.0E
Mminhtratlon NMe Cou Purchase order
Mm,n,straeon of ins Count Purchase ortler Pro act Mana ement Pr re merlMel st 45 180 140 3x0 $15393 $15393 $27,70749 821,550.2E E0925].60
Magid h5k5 above M1ere DD not m.,ry Mis line
0,2024 S M1ours y worketl antl invooetl tM1 g e e9tl of SFY 24I25,May 3152E25eOneime Services wll bets
mvmced on a ems and materm I.(R&M")basisuc
If the County requests Gffshorel0nslwre staring mx changes,Men a revisiDn t0 Mis County Purchase-A be regmretl
Attachment 1 to the County Purchase FR-01-2024 Page 3 of 5
2b — Recurring Services
Quantity Hourly Monthly Charge SFY 23124 SFY 24/25 SFY 25/26 Total Charges
Recurrin R&A Chan a Bud et Services $64,189.34 ' $577,704.06 $0.00 $577,704.06
GenAl Functional Lead 160 $158.27 $25,323.20 $0.00 $227,908.80 $0.00 $227,908.80
GenAl Prompt Engineer 200 $125.00 $25,000.00 $0.00 $225,000.00 $0.00 $225,000.00
Technical Operations 38 $158.27 $6,014.26 $0.00 $54,128.34 $0.00 $54,128.34
Technical Architecture 16 $158.27 $2,532.32 $0.00 $22,790.88 $0.00 $22,790.88
Database Administration "DBA" 16 $158.27 $2,532.32 $0.00 $22,790.88 $0.00 $22,790.88
Security 12 $158.27 $1,899.24 $0.00 $17,093.16 $0.00 $17,093.16
Administration of the County Purchase order 1 6 $148.00 $888.00 $0.00 $7,992.00 $0.00 $7,992.00
TOTAL $0.00 $577,704.06 $0.00 $577,704.06
Row 0 1,440 0 1,440
Row 5 0 1,800 0 1,800
Row 6 0 342 0 342
Row 7 0 144 0 144
Row 8 0 144 0 144
Row 9 0 108 0 108
Row 10 0 54 0 54
4.032 32
*The County will be responsible for all recurring R&A Change
Budget Services.Recurring R&A Change Budget Services are
estimated to commence April 1,2024 and continue through the
end of SFY 2024/25,May 31,2025.Recurring Services will be
invoiced on a time and materials("T&W)basis.
**If the County requests offshore/onshore staffing mix
changes,then a revision to this County Purchase would be
required.
Attachment 1 to the County Purchase FR-01-2024 Page 4 of 5
4 —AWS Estimates
Aws
AWS Service/Software Purpose Account Name Quantity Unit Cost Expected Cost Actual Description/Purpose Services Start Date Services End Date
Cost
Amazon Bedrock-Prod **New** 1 $ 1,386.00 $ Includes 90M input tokens and 22.5M output tokens for 61112024 513112025
Anthropic Claude,calculated at volume of 30,000 monthly calls
and 3,000/750input/output tokens per call.
Amazon Contact Lens- **New** 1 $ 3,600.00 $ 3,600.00 Includes 240,000 minutes of voice analytics @ fixed price of 61112024 5/31/2025
Prod 0.15 cents per minute.
Amazon DynamoDB- **New** 1 $ 50.00 $ 50.00 Includes 30,000 records @ 500 KB each with full read/write 61112024 513112025
Prod monthly assumption.
AWS Lambda-Prod **New** 1 $ 2.50 $ 2.50 Includes 150,000 Lambda invocations[each call assumed to 61112024 513112025
invoke 5 downstream Lambdas]running for 5 GB/second each
Amazon Inspector-Prod **New** 1 $ 1.50 $ 1.50 AWS Inspectorfor 5 new Lambda functions 61112024 513112025
API Gateway-Prod **New** 1 $ 1.00 $ 1.00 Includes 1M monthly API requests 61112024 5/31/2025
Amazon Kinesis Data **New** 1 $ 5.00 $ 5.00 Amazon Kinesis Data Streams inclusive of 30 GB 61112024 513112025
Streams-Prod ingestion/consumption
Amazon Bedrock-Non **New** 2 $ 138.60 $ 277.20 Includes 9M input tokens and 2.25M output tokens[10%of 41112024 513112025
Prod production traffic]for Anthropic Claude,calculated at volume
of 3,000 monthly calls and 3,000/750 input/output tokens per
call.
Amazon Contact Lens- **New** 2 $ 576.00 $ 1,152.00 Includes 240,000 minutes of voice analytics @ fixed price of 41112024 513112025
Non Prod 0.15 cents per minute.
Amazon DynamoDB-Non **New** 2 $ 5.00 $ 10.00 Includes 30,000 records @ 500 KB each with full read/write 41112024 513112025
Prod monthly assumption.
AWS Lambda-Non Prod **New** 2 $ 0.25 $ 0.50 Includes 150,000 Lambda invocations[each call assumed to 41112024 513112025
invoke 5 downstream Lambdas]running for 5 GB/second each
Amazon Inspector-Non **New** 2 $ 1.50 $ 3.00 AWS Inspector for 5 new Lambda functions 41112024 513112025
Prod
API Gateway-Non Prod **New** 2 $ 1.00 $ 2.00 Includes 1M monthly API requests 41112024 513112025
Amazon Kinesis Data **New** 2 $ 5.00 $ 10.00 Amazon Kinesis Data Streams inclusive of 30 GB 41112024 513112025
Streams-Non Prod ingestion/consumption
Do not delete-Enter above this line
Total $ 11
Enterprise Support 5%of Total
Cost
Attachment 1 to the County Purchase FR-01-2024 Page 5 of 5
AWS SFY 23/24 SFY 23/24 SFY 23/24 SFY 24/25 I SFY 24/25 I SFY 24/25 1 SFY 24/251 SFY 24/251 SFY 24/251 SFY 24/251 SFY 24/251 SFY 24/25 SFY 24/25 SFY 24/25
Ma -24 Jun-24 Jul-24 Au -24 Se -24 Oct-24 Nov 24 Dec-24 Jan-25 Feb-25 Mar-25 A r-25 Ma -25 Jun-25
ep • . •- eb
Amazon Bedrock-Prod $0.00 $0.00 $0.00 $1,386.00 $1,386.00 $1,386.00 $1,386.00 $1,386.00 $1,386.00 $1,386.00 $1,386.00 $1,386.00 $1,386.00 $1,386.00
Amazon Contact Lens-Prod $0.00 $0.00 $0.00 $3,600.00 $3,600.00 $3,600.00 $3,600.00 $3,600.00 $3,600.00 $3,600.00 $3,600.00 $3,600.00 $3,600.00 $3,600.00 . •1
Amazon DynamoDB-Prod $0.00 $0.00 $0.00 $50.00 $50.00 $50.00 $50.00 $50.00 $50.00 $50.00 $50.00 $50.00 $50.00 $50.00
AWS Lambda-Prod $0.00 $0.00 $0.00 $2.50 $2.50 $2.50 $2.50 $2.50 $2.50 $2.50 $2.50 $2.50 $2.50 $2.50
Amazon Inspector-Prod $0.00 $0.00 $0.00 $1.50 $1.50 $1.50 $1.50 $1.50 $1.50 $1.50 $1.50 $1.50 $1.50 $1.50
API Gateway-Prod $0.00 $0.00 $0.00 $1.00 $1.00 $1.00 $1.00 $1.00 $1.00 $1.00 $1.00 $1.00 $1.00 $1.00
Amazon Kinesis Data Streams-Prod $0.00 $0.00 $0.00 $5.00 $5.00 $5.00 $5.00 $5.00 $5.00 $5.00 $5.00 $5.00 $5.00 $5.00
Amazon Bedrock-Non Prod $0.00 $277.20 $277.20 $277.20 $277.20 $277.20 $277.20 $277.20 $277.20 $277.20 $277.20 $277.20 $277.20 $277.20
Amazon Contact Lens-Non Prod $0.00 $1,152.00 $1,152.00 $1,152.00 $1,152.00 $1,152.00 $1,152.00 $1,152.00 $1,152.00 $1,152.00 $1,152.00 $1,152.00 $1,152.00 $1,152.00
Amazon DynamoDB-Non Prod $0.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00
AWS Lambda-Non Prod $0.00 $0.50 $0.50 $0.50 $0.50 $0.50 $0.50 $0.50 $0.50 $0.50 $0.50 $0.50 $0.50 $0.50
Amazon Inspector-Non Prod $0.00 $3.00 $3.00 $3.00 $3.00 $3.00 $3.00 $3.00 $3.00 $3.00 $3.00 $3.00 $3.00 $3.00
API Gateway-Non Prod $0.00 $2.00 $2.00 $2.00 $2.00 $2.00 $2.00 $2.00 $2.00 $2.00 $2.00 $2.00 $2.00 $2.00 $26.00
Amazon Kinesis Data Streams-Non $0.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00 $10.00
Prod
Do not delete-Enter above this line
Enterprise Support $0.00 $72.74 S72.74 S325.04 $325.04 $325.04 $325.04 $325.04 $325.04 $325.04 $325.04 $325.04 $325.04 $325.04 :.
AWS
LOWUMSUAM SFY 20/211 SFY 21/221 SFY 22/231 SFY 23/24 1 SFY 24/25 1TOTALS
Amazon Bedrock-Prod $ - $ - $ - $0.00 $15,246.00 $15,246.00
Amazon Contact Lens-Prod $ $ $ $ - $39,600.00 $39,600.00
Amazon DynamoDB-Prod $ $ $ $ $ 550.00 $ 550.00
AWS Lambda-Prod $ $ $ $ $ 27.50 $ 27.50
Amazon Inspector-Prod $ $ $ $ $ 16.50 $ 16.50
API Gateway-Prod $ $ $ $ $ 11.00 $ 11.00
Amazon Kinesis Data Streams-Prod $ $ $ $ $ 55.00 $ 55.00
Amazon Bedrock-Non Prod $ $ $ $277.20 $3,326.40 $ 3,603.60
Amazon Contact Lens-Non Prod $ $ $ $1,152.00 $13,824.00 $14,976.00
Amazon DynamoDB-Non Prod $ $ $ $ 10.00 $ 120.00 $ 130.00
AWS Lambda-Non Prod $ $ $ $ 0.50 $ 6.00 $ 6.50
Amazon Inspector-Non Prod $ $ $ $ 3.00 $ 36.00 $ 39.00
API Gateway-Non Prod $ $ $ $ 2.00 $ 24.00 $ 26.00
Amazon Kinesis Data Streams-Non
Prod $ $ $ $ 10.00 $ 120.00 $ 130.00
Do not delete-Enter above this line
Totali $74,417.10
Enterprise Support $ $ $ $ 72.74 $ 3,648.12 $ 3,720.86
i