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Home My WebLink AboutAgreement A-24-137 Signed County Purchase PBDS FR-03-2024.pdf .pdf California Statewide Automated Welfare System (CalSAWS) County Purchase FR-03-2024 Fresno County - Additional Licensing for Customer Service Center Expansion (Quantity 222) Page 1 of 5 County Counsel Sig Line Ca1SAWS County Purchase FR-03-2024 Contact Center Licenses.docx CaISAWS Consortium Fresno County Purchase FR-03-2024 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 to purchase new software to support 222 additional agents/workers at the County's Customer Service Center ("CSC"), as further described in this County order form (the "County Purchase"). This County Purchase includes Software Charges for the licensing,as well as recurring Production Operations Charges for central support per named CSC agent/worker. The scope of this County Purchase includes the following: • Software Charges o (222) eGain Operational Analytics Named User License through June 30,2025 o (222) Calabrio ONE Product Suite Bundle-12-month Subscription License with annual renewal o (222) Calabrio Advanced Bulk Contact Export-12-month Subscription License with annual renewal • Recurring Production Operations Charges o Central support per named CSC agent/worker Assumptions: • The charges set forth in Section III below (the"Total Charges") are an estimate and are subject to changes at the time of ordering. The estimate includes taxes as appropriate. The final charges will be provided to the Consortium at the time of invoicing. • The Consortium will retain ownership of all software licenses purchased under this County Purchase. • Software Charges will be invoiced upon receipt of the software,as software will be electronically delivered by the software vendor. • Accenture staff will be responsible for set-up and installation of the software on this order. • The County will be responsible for configuration and set-up of agent/worker routing profiles in Amazon Connect for the 222 additional agents/workers. • Accenture will work with the County to determine the schedule for deployment of the software following approval of this County Purchase. • No new workstations,monitors,keyboards,mice,headsets, or IP phones are included with this purchase, as the County will be providing such equipment from the County's existing inventory. • The County will be responsible for all facility setup,including,but not limited to furniture, electrical,HVAC,and data/ cabling. • No technology or customer service training for the 222 additional named CSC agents/workers is included in the scope of this County Purchase,as the County will be responsible for providing such training.Training for the additional CSC agents/workers will be conducted per the CaISAWS CSC Training Plan for the CaISAWS CSC Project under Schedule 15 (Statement of Work for CaISAWS Customer Service Center Project) to Exhibit X (CaISAWS M&O Extension). Page 2 of 5 County Counsel Sig Line CaISAWS County Purchase FR-03-2024 Contact Center Licenses.docx CaISAWS Consortium Fresno County Purchase FR-03-2024 • This County Purchase does not include any equipment for infrastructure upgrades. If the County requires additional network infrastructure equipment to support the 222 additional agents/workers, then a separate County Purchase will be required. • It is assumed that the additional CSC agents/workers will connect to the CaISAWS CSC solution via the County network.As such,this County Purchase does not include any WAN Administration Charges required to support the additional 222 CSC agents/workers. • The County will be responsible for monthly recurring Production Operations Charges for central support for the additional 222 CSC agents/workers and administration of the County Purchase,which are estimated to commence May 1,2024 and continue through July 31,2025. o These recurring Production Operations Charges will be invoiced monthly in arrears to the Consortium,who will,in turn, invoice the County. o Monthly recurring operations charges for central support of the CSC agents/workers are based on 222 named agents/workers. o Production Operations Charges will provide Level 3 support for the CaISAWS CSC solution,which includes: ■ Analyzing, investigating,diagnosing,and resolving tickets reported by the CaISAWS Project's Level 1 support staff,and ■ Working with CaISAWS Project's Level 1 support staff to coordinate the investigation and resolution of tickets. o An estimate of up to twelve (12)hours per month for the administration of the County Purchase order will apply. This includes the management of the County Purchase work plan,coordination with CaISAWS teams and the County,tracking of the County Purchase progress,and providing status updates. • All eGain licenses are purchased with licensing and software support agreements from the date of purchase through June 30,2025 (unless noted otherwise). Once these agreements have expired,the County will be responsible for funding any licensing and support renewals or refreshes via the execution of a separate County Purchase. • All Calabrio licenses are purchased with one (1)-year licensing and software support agreements from the date of purchase (unless noted otherwise)with annual software renewals. Once these agreements have expired,the County will be responsible for funding any licensing and support renewals or refreshes via the execution of a separate County Purchase. • The County must(1) approve this County Purchase and (2) provide the corresponding approved Advance Planning Document ("APD")from the Office of Technology and Solutions Integration ("OTSI") that supports this purchase by April 26,2024 in order 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. Page 3 of 5 County Counsel Sig Line CaISAWS County Purchase FR-03-2024 Contact Center Licenses.docx CaISAWS Consortium Fresno County Purchase FR-03-2024 II. Schedule: The charges associated with this County Purchase will be incurred during State Fiscal Years ("SFYs") 2023/24, 2024/25, and 2025/26. III. Total Charges: The following table outlines the Total Charges for this County Purchase. 4 Total �Otal County Purchase Charges SFY 23/24 SFY 251211 Charges Administrative Charges $0.00 $0.00 $0.00 $0.00 Hardware and Software Charges $230,578.08 $139,076.78 $0.00 $369,654.86 Hardware Charges $0.00 $0.00 $0.00 $0.00 Hardware Maintenance and Support Charges $0.00 $0.00 $0.00 $0.00 Software Charges $230,578.08 $139,076.78 $0.00 $369,654.86 Software Maintenance and Support Charges $0.00 $0.00 $0.00 $0.00 Production Operations Charges $14,469.96 $173,639.52 $28,939.92 $217,049.40 One Time Charges $0.00 $0.00 $0.00 $0.00 Recurring Charges $14,469.96 $173,639.52 $28,939.92 $217,049.40 Total Charges $245,048.04 $312,716.30 $28,939.92 $586,704.26 IV. References: This purchase will be tracked via ServiceNow Ticket RITM0057072. V. Attachment 1 to the County Purchase FR-03-2024-Pricing Schedules Page 4 of 5 County Counsel Sig Line Ca1SAWS County Purchase FR-03-2024 Contact Center Licenses.docx CaISAWS Consortium Fresno County Purchase FR-03-2024 COUNTY PURCHASE APPROVAL Subject: County Purchase - 1711-03-2 24 The subject document is accepted as allowing Accenture LLP to proceed with the subject County Purchase. Fresno County ATTEST: BERNICE E.SEIDEL BY: Clerk of the Board of Supervisors Printed Name:Nathan Magsif, County of Fresno,State of California Title: Chairman of the Board of Supervisors By Deputy Date: ,3-l9 aoo24 Approved as to Form: Fresno County Counsel y c--- Printed Name:c tti4 Title: _ r Date: 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 LP By:'4�oiiv by AI'irold'j ItW ylck nn��r�y'M 1pug dnRVaS PnT) By•Ar ld J.Malvick(Apr 17,202420:24 PDT) Printed Name:Holly Murphy Printed Name:Arnold J. Malvick Title:CaISAWS PMO Director Title:Accenture Project Executive Date:Apr 18, 2024 Date: Apr 17,2024 Notice Address: CaISAWS Consortium 620 Roseville Parkway Roseville, CA 95747 Page 5 of 5 County Counsel Sig Line CaBAWS Comity Purchase FR-03-2024 Contact Cenber Licenses.docx