HomeMy WebLinkAboutAgreement A-24-708 with CalSAWS Consortium.pdf Agreement No. 24-708
California Statewide Automated Welfare
System (CalSAWS)
County Purchase FR-04-2024
Fresno County - Request for Generative Artificial
Intelligence ("GenAI") for Post-Call
Summarization in Spanish
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Fresno County Purchase FR-04-2024
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 Ca1SAWS
Consortium and Accenture LLP ("Accenture"),Fresno County ("County")has
requested Generative Artificial Intelligence ("GenAI") for post-call summarization of
Spanish calls, 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 was
delivered in English as part of County Purchase FR-01-2024. Following the initial
implementation,the County has requested to expand this solution to summarize
calls in Spanish. 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 in
Spanish.
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Solution Overview:
Solution Overview CaISAWS
Fresno GenAl Call Summary Assist FREy�
Call flow prior to GenAl
Phone Call In Progress Several Minute Post-Call Wrap Time
e--e
Call Starts CalliEnds Q - -
Agent talks to resident, Agent performs any Agent manually populates Agent saves entry on
Call Log Detail page, Call Log Detail a
performs any relevant remaining CaISAWS Case g page
Agent Actions y including short and long y and entryis saved in
CaISAWS Case actions actions descriptions
CaISAWS system
Call flow with GenAl
Phone Call In Progress Reduced Post-Call Wrap Time
Call Starts CaII:Ends
AnAI Solution Transcription Solution G
enAl]descriptions
on populates the 0
transcribes the call in l Lotail page with a
Actions hort and long
real-time
Agent reviews the Agent saves entry
Agent Actions Agent talks to resident, Agent performs any generated short and long on Call Log Detail
performs any relevant y remaining CaISAWS Case y descriptions on the Call page and entry is
CaISAWS Case actions actions Log Detail page,making saved in COISAWS
edits if necessary system
Proposed Project Timeline:
Timeline, —
Workstream
Nov'24 --------------------------------- FebMay
lack-oft/
Approvals
Project Kickoff
Design& Dev/
Development com g
Agent Testing/
Launch rft�rdftp *Spanish Launch
A gent
1-_.--------- ___-_.........................................................:... i---._..__.._..._.___.. ack
I Feedb
Post-
Implementation
Support&M80 !—
M80(through May'25)
- -__-._- _--------------------------------------_.__.--.—...._._.._.._._......-------------_.---.---.---.--.-—-----------
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The one-time R&A Change Budget Services include up to 1,600 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;
• Following Consortium Financial Operations ("FinOps") process,Accenture
submits Technical Budget Change Request("TBCR") with detailed additional
AWS Service Cost for Spanish for the end-to-end solution,including services
in all environments;
• Define configuration requirements for AWS Connect post-contact
summarization powered by generative Al solution in collaboration with the
County,including the following features:
o Reuse standardized template designed in the English pilot that is
used for GenAl Outputs (call summary template) containing details
such as caller information,call type,call summaries, and
agent/worker actions;
• 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;
• Update existing design,development, and implementation documentation of
Generative Al solution (GenAl Artifacts) as needed for addition of Spanish
queues,including a detailed data flow design,integration documentation,
system design diagrams in draw.io format, security permission profile
documentation, and meeting presentation materials.
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
January 24,2025;
• Configure AWS Connect Contact Lens for real-time transcription of calls in
Spanish for Spanish language queues;
• Test and validate the output summaries,verifying the solution functionality
meets the design requirements established in the Solution
Reviews/Approvals phase:
o 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
o Provide County with Test Plan documentation with inputs,outputs,
and acceptance criteria.
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• Conduct up to six (6) County agent testing sessions to assist in validation and
provide feedback (— one,one (1)-hour-long session per week in four (4)
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 Spanish-speaking agents)for testing and
feedback sessions for four (4) weeks leading up to Production go-live.
Change Management/Training;
• Accenture team will provide appropriate documentation and meeting materials
from Solution Reviews/Approval phase to support County training team.
• 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
Spanish-speaking agents.
Post-Implementation Support(two (2)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 three (3) support sessions 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 one-time R&A Change Budget Services of up to
forty (40) hours 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.
This County Purchase includes up to 407 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,
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o Includes Lambda runtime upgrades and Lambda vulnerability
remediation;
• Provide infrastructure support for AWS issues,configuration, and Technical
Operations support or changes that are required as part of the Ca1SAWS
process or identified by the County or Ca1SAWS;
• 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
ten(10) 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.
• 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 1,640 hours, estimated
to commence January 6,2025 pending approval of this County Purchase and
continue through February 28,2025. 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.
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o Up to 1,640 hours will be worked and invoiced in State Fiscal Year
("SFY") 2024/25,estimated to commence January 6,2025 pending
approval of this County Purchase. Such hours may be worked and
invoiced through the end of SFY 2024/25,May 31,2025.
■ If the County requests for more hours to be performed during
SFY 2024/25,then a revision to this County Purchase will be
required. If the County requests for more hours to be
performed during SFY 2025/26 prior the expiration of the Base
Agreement (currently July 31,2025),then a revision to this
County Purchase will be required. If the County requires
services beyond July 31,2025, a new County Purchase will be
required under a new Ca1SAWS agreement.
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 will 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 March 1,2025 and
continue through the end of SFY 2024/25,May 31,2025. These charges are
based on an estimate of 417 hours of support per month.
o Up to 1,251 hours will be worked and invoiced in SFY 2024/25,
estimated to commence March 1,2025 and continue through the end
of SFY 2024/25,May 31,2025.
■ If the County requests for more hours to be performed during
SFY 2024/25,then a revision to this County Purchase will be
required. If the County requests for more hours to be
performed during SFY 2025/26 prior to the expiration of the
Base Agreement(currently July 31,2025),then a revision to
this County Purchase will be required. If the County requires
services beyond July 31,2025,a new County Purchase will be
required under a new Ca1SAWS agreement.
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
required for recurring R&A Change Budget Services will result in
additional charges. These additional charges would be provided to
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the County in a separate County Purchase. If a Ca1SAWS 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 will 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 written and oral proficiency in
Spanish and experience in the solution who will perform the Work described
in this County Purchase,in accordance with the staffing plan provided.
• 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
Spanish language for initial launch. Additional supported languages (other
than English and Spanish) in addition to multilingual capabilities will be
considered for future implementations and handled through separate County
Purchases.
• 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 Ca1SAWS 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 Privacy and Security Impact Assessment provided by the Accenture
Security Lead to Consortium Security and Privacy Office for County
Purchase FR-01-2024 will suffice for this engagement.
• No performance testing will be completed in this effort due to relative low
volume of Spanish calls as compared to English calls at the County.
• County will conduct review of the GenAI outputs from Spanish test calls
following Accenture team validation and provide sign off on the solution
prior to go-live.
• Accenture will not conduct any"train-the-trainer" sessions.
• The Consortium will provision access to the Ca1SAWS Production
environment(s) and Fresno Contact Center ("CC1") environment prior to the
start of the project.
• 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 December 20,
2024 to proceed with this purchase. Otherwise,the estimates provided in this
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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
support the solution. The estimate for AWS compute resources charges is
based on services for SFYs 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 based 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 as part of a separate County
Purchase.
• 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
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Charges.AWS costs are defined in Attachment 1 to County Purchase FR-04-
2024-Pricing Schedules.
• No Technical Architecture changes will be made as part of the scope of this
County Purchase.
• No Technical Architecture approval will be required.
• Accenture will use existing AWS model through Amazon Bedrock as for
County Purchase FR-01-2024 which has already been provisioned for County
AWS environments.
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.
• 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"), and
0 16.1INDEMNIFICATION.
• The AWS software,including the"GenAl 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.
• No changes to the CaISAWS Call Log Detail Page will be made as part of the
scope of this County Purchase.
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• Testing of CaISAWS Call Log Details page is not needed and therefore not
included in the scope of this County Purchase.
• Existing design, development,and implementation documentation of
Generative Al solution (GenAI Artifacts)will be used from County Purchase
FR-01-2024 engagement,including detailed data flow design, integration
documentation,system design diagrams in draw.io format, security
permission profile documentation,and meeting presentation materials. These
materials will be updated as needed to show changes for Spanish.
• No new GenAI prompts will be created;existing GenAI prompts will be
tuned as needed for Spanish.
• No new monitoring alerts are needed;existing monitoring alerts will be used
as developed in County Purchase FR-01-2024.
• No changes to ForgeRock integration will be made as part of the scope of this
County Purchase.
• No API changes will be made as part of the scope of this County Purchase.
IV. Schedule:
The charges associated with this County Purchase will be incurred during SFY
2024/25.
V. Total Charges:
The following table outlines the total charges for this County Purchase.
F-- Total County Purchase Charges S FY 24/25 -— S FY 25/26 g Total Charge
One-Time R&A Change Budget Services $261,719.00 $0.00 $261,719.00
Recurring R&A Change Budget Services $179,522.25 $0.00 $179,522.25
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 1 $0.00 1 $0.00
Recurring Charges $0.00 1 $0.00 1 $0.00
Total Charges $441,241.25 1 $0.001 $441,241.25
VI. Attachment 1 to the County Purchase FR-04-2024- Pricing Schedules
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COUNTY PURCHASE APPROVAL
Subject: County Purchase-FR-04-2024
The subject document is accepted as allowing Accenture LLP to proceed with the subject
County Purchase.
ATTEST:
BERNICE E.SEIDEL
Fresno County Clerk of the Board of Supervisors
BY: County of Fresno,State of California
Printed Name: Nathan Magsig By X� Deputy
Title:Chairman of the Board of Supervisors of the County of Fresno
Date: 11 .11.?'
Approved As to Form:
Fresno County C unsel
Printed Name: Heather Kruthers
Title: Chief Deputy County Counsel
Date: 11/18/24
Notice Address: FOR ACCOUNTING USE ONLY
205 W.Pontiac Way Fund/Subclass: 0001 / 10000
Building 2 Org: 56108550
Clovis,CA 93612 Account: 7295
Ca1SAWS Consortium Accenture LLP
By: By:
Printed Name: Printed Name:
Title: Title:
Date: Date:
Notice Address:
Ca1SAWS Consortium
620 Roseville Parkway
Roseville,CA 95747
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Attachment 1 to the County Purchase FR-04-2024 Page 13 of 16
Pricing Schedules
1 - Charges Summary
*The County will reimburse the
TotalPurchase Charges • rCharges Ca1SAWS Project for all charges. The
One-Time R&A Change Budget Services $261,719.00 $0.00 $261,719.00
Recurring R&A Change Budget Services $179,522.25 $0.00 $179,522.25 charges associated with this County
Hardware and Software Charges $0.00 $0.00 $0.00 Purchase should not impact the
Hardware Charges $0.00 $0.00 $0.00 Ca1SAWS Project Budget.
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 **The Total County Purchase Charges
Recurring Charges $0.00 $0.00 $o.00 do not include costs for AWS compute
Total Charges $441,241.25 $0.00 $441,241.25 resources and services required for
Estimated AWS Compute
Resource • Charges enhancements that will be deployed Estimated AWS Compute Resource Costs $5,210.63 $0.00 $5,210.63 under this County Purchase. An
Amazon Bedrock -Prod $1,000.00 $0.00 $1,000.00 estimate Of AWS compute resource
Amazon Contact Lens - Prod $3,000.00 $0.00 $3,000.00 and services costs is provided t0 the
AWS: DynamoDB -Prod $41.00 $0.00 $41.00 County for budget allocation purposes.
AWS: Lambda - Prod $10.00 $0.00 $10.00 The County will be responsible for
AWS: API Gateway - Prod $3.00 $0.00 $3.00
AWS: Kinesis -Prod $27.50 $0.00 $27.50 reimbursing the Consortium for all
AWS: WAF & Shield - Prod $5.00 $0.00 $5.00 AWS costs required to support the
AWS: Secrets Manager- Prod $2.00 $0.00 $2.00 solution. The estimate for AWS
AWS: VPC -Prod $30.00 $0.00 $30.00 compute resources costs are based on
AWS: ClouclWatch - Prod $13.00 $0.00 $13.00 services for State Fiscal Year ("SFY")
Amazon Bedrock -Non Prod $200.00 $0.00 $200.00
Amazon Contact Lens - Non Prod $600.00 $0.00 $600.00 2024/25.
AWS: DynamoDB -Non Prod $8.00 $0.00 $8.00
AWS: Lambda - Non Prod $2.00 $0.00 $2.00
AWS: API Gateway - Non Prod $1.00 $0.00 $1.00
AWS: Kinesis -Non Prod $6.00 $0.00 $6.00
AWS: WAF & Shield - Non Prod $1.00 $0.00 $1.00
AWS: Secrets Manager- Non Prod $4.00 $0.00 $4.00
AWS: VPC -Non Prod $6.00 $0.00 $6.00
AWS: ClouclWatch - Non Prod 1 $3.00 $0.001 $3.00
Enterprise Support Charges $248.13 $0.00 $248.13
Total Estimated AWS Compute Resource Costs $5,210.63 $0.00 $5,210.63
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Attachment 1 to the County Purchase FR-04-2024 Page 14 of 16
2a One-Time-Services
Description Role Resource Category SFY 24/25 SFY 24125
Hours Total Hours Hourly Rate SFY 24/25 Total Charges
1,640 1,640 $261.719.00 Off 261,719.00
Design-Solution Reviews/Approvals
•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; GerA Senior Subject Matter Expert Project Director 4 4 S500.Fl9 S2002?16 $2,002.36
•Following Consortium FinOps process,Accenture submits Technical Budget Change Request
("TBCR")with detailed additional AWS Service Cost for Spanish for the end-to-end solution,including
services in all environments;
•Define configuration requirements for AWS Connect post-contact summarization powered by GenAl Delivery Subject Matter Expert Senior Manager 32 32 $286.34 $9,162.88 $9,162.88
generative AI solution in collaboration with the County,including the following features:Reuse
standardized template designed in English pilot that is used for GenAl Outputs(call summary
template)containing details such as caller information,call type,call summaries,and agent/worker
actions GenAl Delivery Lead Application System Analyst 160 160 $187.30 $29,968.00 $29.968.00
•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 Idecycle, Spanish Validation Analyst Programmer/Analyst 80 80 $153.93 $12,314.40 $12.314.40
•Update existing design,development,and implementation documentation of Generative AI solution
(GenAl Artifacts)as needed for addition of Spanish queues,including a detailed data Flow design,
integration documentation,system design diagrams in draw.io format,security permission profile GenAl Technology Lead Senior Programmer/Analyst 20 20 $208.40 $4,168-00 $4,168.00
documentation,and meeting presentation materials.
Build/Test-Solution Configuradon/Validation
•County/Consortium will provide timely approvals(within five(5)business days of request for GenAl Senior Subject Matter Expert Project Director 4 4 $500.59 $2,002.36 $2,002.36
approval)for configuration of the solution on or before January 24,2025, GenAl Delivery Subject Matter Expert Senior Manager 32 32 $286.34 $9,162.88 $9,162.98
•Configure AWS Connect Contact Lens for real-time transcription of calls in Spanish for Spanish
language queues; GenAl Delivery Lead Application System Analyst 160 160 $187-30 $29,968-00 $29,968.00
•Test and validate the output summaries,verifying the solution functionality meets the design Spanish Validation Analyst Programmer/Analyst 160 160 $153-93 $24,628-80 $24,628.80
requirements established in the Solution Reviews/Approvals phase:Validate solution output by GenAl Technology Lead Senior Programmer/Analyst 60 60 $208.40 $12,504.OD $12,504.00
comparing accuracy and after-call time of manual journal entries to the automatically generated
entries and adjust model as needed(GenAl summaries will be more accurate and faster than a Development Team Lead Global Delivery Network 180 18o $125.00 $22,500.00 $22,500.00
random sample of manual entries),and Provide County with Test Plan documentation with inputs, Prompt Engineer Global Delivery Network 180 18o $125.00 $22,500.00 $22,500.00
outputs,and acceptance criteria-
•Conduct up to six(6)County agent testing sessions to assist in validation and provide feedback(- Contact Center Analyst Global Delivery Network 2 2 $125.00 $250.00 $250.00
one,one(1)-hour-long session per week in four(4)weeks leading up to production go-live),Accenture DBA Analyst Application System Analyst 8 8 $187.30 $1,498.40 $1,498.40
will work with the County to prepare testing scenarios to cover key use cases,Consortium will be CaISAWS Analyst Application System Analyst 2 2 $187.30 $374.60 $374.60
invited to participate,and the County will provide adequate sample size of agents/workers(at least ten
(10)percent of total Spanish-speaking agents)for testing and feedback sessions for four(4)weeks in ForgeRock Analyst Programmer/Analyst 1 1 $153.93 $153-93 $153.93
January and February 2025. Security Analyst Programmer/Analyst 1 1 $153.93 $153-93 $153.93
Post-Implementation Support
•Provide reporting to quantify impact of post-call summarization solution,including changes in Spanish Validation Analyst Programmer/Analyst 80 80 $153.93 S12 314.40 $12,314.40
average call handle time,post-call wrap time,and reported accuracy of call summaries, GenAl Technology Lead Senior Programmer/Analyst 60 60 $208.40 $12 504.00 $12,504.00
•Refine GerA prompts and GenAl Outputs based on agent/worker feedback, Development Team Lead Global Delivery Network 180 180 $125-00 $22 500.00 $22,500.00
•Provide up to three(3)support sessions and answer County worker questions regarding GenAl Prompt Engineer Global Delivery Network 180 180 $125.00 $22 500.00 $22,500.00
solution; Contact Center Analyst Global Delivery Network 2 2 125.00 $250.00 $250.00
•County trainers will assist with on-site support sessions and ongoing agent/worker questions,and DBAAnalyst Application System Analyst 8 8 $187.30 $1 498-40 $1,498.40
•Maintain AWS environments,including security upgrades. CaISAWS Analyst Application System Analyst 2 2 $187 30 $374.60 $374.60
For eRock Analyst Pro rammer/Ana st 1 1 $153.93 $153.93 $153.93
Security Analyst Programmer/Analyst 1 1 $153-93 $153-93 $153.93
Administration of the County Purchase order
Administration of the County Purchase order Project Management Programmer/Analyst 40 40 $153.93 $6,15720 $6,157.20
Insert tasks above here.Do not modify this line
-
'The County will be responsible for all one-time R&A Change Budget Services.One-time R&A
Change Budget Services are estimated to commence January 6,2025 and continue through February
28,2025.Such hours may be worked and invoiced through the end of SFY 24125,May 31,2025.One-
time Services will be invoiced on a time and materials C7&M")basis.
"If the County requests offshore/onshore staffing mix changes,then a revision to this County
Purchase would be required.
Page 14 of 16Ca1SAWS County Purchase FR-04-2024 GenAI-Spanish.docxCaISAWS County Purchase FR-04-2024 GenAI-Spanish.docxCaISAWS County Purchase FR-04-2024 GenAI
-Spanish.docx
Attachment 1 to the County Purchase FR-04-2024 Page 15 of 16
2b Recurring Services
Quantity
i
Recurring R&A Change Budget Services $59,840.75 $179,522.25 $0.00 $179,522.25
GenAl Functional Lead 160 $158.27 $25,323.20 $75,969.60 $0.00 $75,969.60
GenAl Prompt Engineer 180 $125.00 $22,500.00 $67,500.00 $0.00 $67,500.00
Technical Operations 40 $158.27 $6,330.80 $18,992.40 $0.00 $18,992.40
GenAl SME/ Delkery Oversight 13 $158.27 $2,057.51 $6,172.53 $0.00 $6,172.53
Database Administration "DBA" 8 $158.27 $1,266.16 $3,798.48 $0.00 $3,798.48
Security 1 $158.27 $158.27 $474.81 $0.00 $474.81
For eRock 1 $158.27 $158.27 $474.81 $0.00 $474.81
Contact Center 2 $125.00 $250.00 $750.00 $0.00 $750.00
CaISAWS Application 2 $158.27 $316.54 $949.62 $0.00 $949.62
Administration of the County Purchase order 10 $148.00 $1,480.00 $4,440.00 $0.00 1 $4,440.00
TOTAL 417 $179,522.25 $0.00 $179,522.25
Row 4 480 0 480
Row 5 540 0 540
Row 6 120 0 120
Row 7 39 0 39
Row 8 24 0 24
Row 9 3 0 3
Row 10 3 0 3
Row 11 6 0 6
Row 12 6 0 6
Row 13 30 0 30
TOTAL 1,251 0 1,251
*The County will be responsible for all recurring
R&A Change Budget Services. Recurring R&A
Change Budget Services are estimated to
commence March 1, 2025 and continue through
the end of SFY 2024/25, May 31, 2025.
Recurring Services will be invoiced on a time
and materials ("T&M")basis.
** If the County requests offshore/onshore
staffing mix changes, then a revision to this
County Purchase would be required.
Page 15 of 16CaISAWS County Purchase FR-04-2024 GenAI-Spanish.docxCaISAWS County Purchase FR-04-2024 GenAI-Spanish.docxCaISAWS County Purchase FR-04-2024 GenAI
-Spanish.docx
Attachment 1 to the County Purchase FR-04-2024 Page 16 of 16
4 AWS Estimates
SFY 24/25 1 SFY 24/25 1 SFY 24/25 1 SFY 24/25 SFY 25/26
Invoice Month--> Mar-25 Acr-25 May-25 Jun-25 Jul-25
'' '' ' ' BMW ' A. " ' ' ' ' SFY 24/25 SFY 25/26 TOTALS
Amazon Bedrock:Includes 15M input tokens and 3.75M lIV201125 5/31/1025 )200.00 $200.00 $200.00 $200.00 $200.00 111 $1,000.00 $0.00 $1,000.00
$ 600.00 Amazon Contact Lens:Includes 40,000 minutes ofvoice V112025 5/3V2025 )600.00 $600.00 $600.00 $600.00 $600.00 111 $3,000.00 $0.00 $3,000.00
$ 8.20 Includes 5,000 records @ 500 KB each with full read/write V112025 5/3V2025 >3.20 $8.20 $8.20 $8.20 $8.20 $41.00 $0.00 $41.00
$ 2.00 Includes 25,000 Lambda invocations[each call assumed to 11112025 5/31/2025 -�2.00 $2.00 $2.00 $2.00 $2.00 $10.00 $0.00 $10.00
$ 0.60 Includes 1M monthly API requests 11112025 5/3V2025 $0.60 $0.60 $0.60 $0.60 $0.60 $3.00 $0.00 $3.D0
$ 5.50 Amazon Kinesis Data Streams inclusive of 5 GB 1/1/2025 5/3V2025 55.50 $5.50 $5.50 $5.50 $5.50 $27.50 $0.00 $27.50
$ 1.00 For API Gateway 11112025 5/31/2025 51.00 $1.00 $1.00 $1.00 $1.00 $5.00 $0.00 $5.D0
$ 0.40 Authorizer secrets V112025 5/31/2025 >0.40 $0.40 $0.40 $0.40 $0.40 $2.00 $0.00 $2.00
$ 6.00 Transit Gateway attachments and data transfer costs V112025 5/31/2025 S6.00 $6.00 $6.00 $6.D0 $6.00 $30.00 $0.00 $30.00
$ 2.60 20gb per month of ingestion for Flow logs and Cloudtrail 012025 5/31/2025 52.60 $2.60 $2.60 $2.60 $2.60 $13.00 $0.00 $13.00
$ 40.00 Amazon Bedrock:Includes 1.51A input tokens and 375K output V112025 5/3V2025 40.00 $40.00 $40.00 $40.00 $40.00 $200.00 $0.00 $200.00
$ 120.00 Amazon Contact Lens:Includes4,000 minutes of voice V112025 5/31/2025 5120.00 $120.00 $120.00 $120.00 $120.00 $600.00 $0.00 $600.D0
$ 1.60 Includes S00 records @ S00 KB each with full read/write 1/1/2025 5/31/2025 1.60 $1.60 $1.60 $1.60 $1.60 i $8.00 $0.00 $8,p0
$ 0.40 Includes 2,500 Lambda invocations[each call assumed to V112025 5/3V2025 A40 $0.40 $0.40 $0.40 $0.40 $2.00 $0.00 $2.00
$ 0.20 Includes 1M monthly API requests 11112025 5/31/2025 50.20 $0.20 $0.20 $0.20 $0.20 $1.00 $0.00 $1.D0
$ 1.20 Amazon Kinesis Data Streams inclusive of 5 GB 11112025 5/31/2025 51.20 $1.20 $1.20 $1.20 $1.20 $6.00 $0.00 $6.00
$ 0.20 For API Gateway W2025 5/3V2025 50.20 $0.20 $0.20 $0.20 $0.20 $1.00 $0.00 $1.00
$ 0.80 Authorizer secrets 11112025 5/31/2025 50.80 $0.80 $0.80 $0.80 $0.80 $4.00 $0.00 $4.00
$ 1.20 Transit Gateway attachments and data transfer costs V112025 5/31/2025 S1.20 $1.20 $1.20 $1.20 $1.20 $6.00 $0.00 $6.D0
$ 0.60 2gb per month of ingestion for Flow logs and Cloudtrail V112025 5/31/2025 S0.60 $0.60 $0.60 $0.60 $0.60 $3.00 $0.00 $3.00
1 1 $992.50 $4,962.50Kim
$49.63 $49.63 549.63 549.63 $49.63 $248,13 $248.13 8&= $248.13
Page 16 of 16CaISAWS County Purchase FR-04-2024 GenAI-Spanish.docxCaISAWS County Purchase FR-04-2024 Gen.AI-Spanish.docxCaISAWS County Purchase FR-04-2024 GenAI
-Spanish.docx