Transmittal 2

Oracle Customer Care and Billing Support

Project Task Order# A3-16-05

Exhibits for Contract Attachment

Clty of Los Angeles

LOS ANGELES SANITATION

inflection Point SOiutions, LLC

Los Angeles, CA

OCTOBER 2016

FINAL

City Contract

Contact:

Inflection Point

Solutions, LLC

Contact:

Bureau of

Sanitation:

Project Task Order for

Oracle Customer Care and Billing Support

Corey Williams, Inflection Point Solutions, LLC

Date

Date

i/~23 I Date

Document Description ........... . 1.0 Statement of Costs ..... . 2.0 Approach to Project...

2.1 Scope of Service 2.2 General Work Plan 2.3 Project Personnel .

3.0 Ratification ............... .

············· .. 3 ·················4

···············5 ··················5

······5 . .............. 8

························8

on ents

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Document Description The purpose of this document is to clearly outline on-call contract exhibits required to establish a new

Project Task Order and proceed with project implementation, Any required exhibit not herein will be

used as established with the on-call contract.

Distribution List

City of Los Angeles

Anita Fernandez, Division Manager, ICSD, Los Angeles Sanitation

Inflection Point Solution, LLC

Corey Williams, Project Executive

Diedmar van der Ryst, Project Lead Jill Means, Task Order Administrator

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1.0 Statement of Costs

Below you will find cost estimates for the project as outlined in the Project Approach.

To note:

• The hours provided for Died mar van der Ryst are calculated based on average weekly work efforts on the prior Oracle CC&B billing project(s). It is at the Bureau's discretion to determine the number of hours (increased or decreased) that Diedmar will be needed.

• While Corey Williams will serve as Project Executive, no hours will be invoiced for the proj ect role. Based on previous work experience with the Bureau on the prior Oracle CC&B billing project, we anticipate that there will not be a need for Project Executive involvement. As the IPS Executive in Charge however, Corey will be available to the Bureau should any critical issues arise.

• No overhead or administrative costs are included within Task 0: Mobilize Resources and Transition Support.

Individual No. of Hours

Corey Williams, Project Executive 0

Diedmar van der Ryst, CC&B 816

Functional Architect

Jill Means, Task Order Administrator 80

Total Labor 896

Task O: Mobilize Resources and Transition Support

Estimated Expenses

The actual cost is not to exceed $350,000

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Billing Rate $/hour

$220

$247.50

$100

Total Cost

$0

$201,960

$8,000

$209,960

$140,000

$0

2.0 Approach to Project

2.1 Scope of Service Background

The City of Los Angeles Department of Water and Power (DWP) is the billing agent for the City's' Bureau

of Sanitation. DWP bills for Sanitation's Sewer Service Charge and other various fees associated with the

Solid Waste Program. In early September 2013, DWP went live with a new billing system to replace a

decades old mainframe based system. The new system is Oracle's Customer Care & Billing System

(CC&B). Since go live, DWP has been working on resolving the inevitable billing and related issues that

follow a large implementation such as this. LA Sanitation {LASAN) has brought in additional resources to

the DWP mitigation team to address the specific LASAN issues.

Continued support is needed by LASAN to resolve the remaining issues with the billing system to ensure

that LASAN can provide quality customer service and resolve customer issues in a timely manner.

Proposal

This Project Task Order Solicitation (PTO) is to provide one or more persons to work with the DWP issue

mitigation team to address Sanitation's issues. They will work at the DWP facility in downtown Los

Angeles under the direction of DWP's ITS or at the Public Works Building under the direction of LASAN's

Financial Management Division. The Bureau has acknowledged and agreed it is difficult to predict how

long it will take to resolve issues in this type of work so have requested a "level of effort" for this Task

Order.

IPS has agreed to 896 hours of support from a single person supplied through its subcontractor Ryst

Consulting. The assigned resource possesses CC&B experience particularly related to resolving post go

live billing and data issues as well as direct knowledge of the current DWP implementation.

2.2 General Work Plan

The following Project Approach identifies the high-level tasks that IPS will perform to resolve production

billing defects.

To note: IPS will adhere to or augment the project documentation templates and standards that have

already been established.

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Task 0: Mobilize Resources and Transition Support

IPS's initial task will be to ensure project resources are trained and assembled, project processes and

communication protocols are defined, and development environments are setup and secure. This initial

task will ensure a successful transition of support.

The following Tasks 1, 2, and 3 will be performed by Died mar van der Ryst at the direction of LASAN and

within the number of hours as defined in the Statement of Costs. The information provided below

simply illustrates the typical approach utilized to perform these tasks.

Task 1: Resolve LASAN-related CC&B Billing Issues

!PS will utilize a comprehensive four (4) step approach to resolve LASAN related CC&B Billing issues. For

each noted issue, the following steps will be conducted:

Step 1: Define

With the assistance of the business SM E's, IPS will describe the defect in business language. The

Business SME will agree (sign~off, formally or informally, depending on project guidelines) that the

defect has been described adequately. Deliverables to include any or all of the following artifacts:

• Example bills highlighting discrepancies. • Priority of defect from a business standpoint. Priority should be substantiated by known or

estimated volume of defects, revenue impact, etc.

Step 2: Analyze

IPS will analyze the defect and determine if the defect is caused by a data issue, configuration

deficiency, or an imperfect business process. IPS will document all findings per established templates.

Alternative resolutions will be documented (where possible as there could only be a single solution) to

address the issue. Depending on the cause of the defect, the alternative(s) will be in the format of a

Functional design, Business Process design, or a Data Correction Routine Functional design. Deliverables

will include any or all of the following artifacts:

• Functional design. • Technical design. • Suggested test scenarios. • Time line to develop/test/deploy the solution. Take into consideration any other prioritized

defect solutions to ensure the solutions do not interfere with or invalidate each other.

Step 3: Test

In association with the Bureau, IPS will agree on a test environment to test the solution taking into

account other current development and/or defect testing activities. The test environment should have a

cut of data that represent the most current production view. Deliverables to include any or al! of the following artifacts:

• Test plan. • Count of records/accounts/premises that will be affected by solution. • Artifacts that prove the results of the solution (e.g. Example bills, pre/post screen shots).

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• Verification activities {e.g. count of records/accounts/premises that were affected by solution).

IPS will replicate test(s) in as many test environments as deemed representative and adhere to

established project guidelines.

Step 4: Deploy

!PS wi!I plan the deployment of the solution with the defect release team, taking into consideration the

read and billing cycles of the accounts/premises in order to not affect or create any further defects. IPS

will re-use the test verification steps to prove the solution had the desired effect in production.

Task 2: Transfer Knowledge to LASAN

For each issue identified, IPS will ensure that the assigned LASAN professionals have a comprehensive

understanding of the defined issue and its subsequent solution. Mare formal training sessions may be

conducted on a periodic basis to transfer knowledge gained to LASAN professionals.

Task 3: Other related tasks as deemed necessary by LASAN

IPS personnel will perform other related tasks as deemed necessary by LASAN as they relate to the

Oracle Customer Care & Billing Support project and upon approval by the IPS Project Executive.

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2.3 Project Personnel

The following table lists the personnel available for assignment to LASAN's project.

• Individual Function

1 Corey Will iams Project

Executive

CC&B Diedmarvan

2 Functional der Ryst

Architect

3 Jill Means Task Order

Administrator

3.0 Ratification

Assigned Tasks

Provide oversight of

the project to ensure

on-schedule, on-

budget outcomes.

Work with DWP Issue

M itigation Team to

address Bureau's

Oracle CC&B needs

Manage Task Order

execution (e.g.

Invoicing)

%of Time

All°'ated

5%

90%

5%

Working Address

12022 Blue Valley Parkway,

Suite 204, Overland Park, KS

66213

13206 Admiral Ave Unit A,

Marina Del Rey, CA 90292

12022 Blue Valley Parkway,

Suite 204, Overland Park, KS

66213

At the City's request Contractor has continued performance of the services specified herein prior to the

execution of this Agreement. To the extent that such services were performed in accordance with the

terms and conditions of the Agreement, the City hereby acknowledges the services previously

performed by Contractor and ratifies Contractor's performance of said services.

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