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LOUDON UTILITIES

REQUEST FOR PROPOSAL

Advanced Metering Infrastructure

RFP #: LUB071516AMI

DATE: 7-15-16

DUE DATE:Proposals will be received until 2:00 p.m. EDT Friday, August 19, 2016

AtLoudon City Hall201 Alma Place

Loudon, TN 37774

EMAIL QUESTIONS TO:ATTN: RFP Admin at [email protected]

See Section 4, for instructions on submitting proposals.Company Name _____________________________ Contact Person _______________________

Address _________________________ City _______________ State ______ Zip _____________

Telephone (____) ________ Fax (____) __________Federal Tax ID No. ______________

Prices contained in this proposal are subject to acceptance within __________ calendar days.

I have read, understand, and agree to all terms and conditions herein. Date _____________

Signed: ___________________________________________________________________________Print Name & Title: _________________________________________________________________

RFP No. LUB071516AMI

mailto:[email protected]

TABLE OF CONTENTS

1. ATTACHMENTS.......................................................................................................................................2. ACRONYMS/DEFINITIONS......................................................................................................................3. PROJECT OVERVIEW.............................................................................................................................

3.1 Purpose.................................................................................................................................................5

3.2 Loudon Utilities Background.................................................................................................................5

3.3 Project Drivers......................................................................................................................................6

3.4 Project Phasing.....................................................................................................................................6

3.5 IT/OT Systems.......................................................................................................................................7

4. SUBMITTAL INSTRUCTIONS..................................................................................................................4.1 Proposal Timeline.................................................................................................................................9

4.2 Pre-proposal Meeting...........................................................................................................................9

4.3 Intent to Propose Notice.......................................................................................................................9

4.4 Questions..............................................................................................................................................9

4.5 Proposal Submission...........................................................................................................................10

4.6 Proposal Format..................................................................................................................................10

5. PROJECT SPECIFICATIONS AND REQUIREMENTS.........................................................................5.1 General Requirements and Preferences.............................................................................................13

5.2 AMI Equipment, Installation, and Services..........................................................................................14

5.3 Metering Equipment...........................................................................................................................19

5.4 Installation Services (Meters and Endpoints)......................................................................................22

5.5 MDMS, Customer Portal and Integration Services..............................................................................24

5.6 Prepay and Integration Services..........................................................................................................30

6. COMPANY BACKGROUND AND REFERENCES................................................................................6.1 Company Information.........................................................................................................................34

6.2 Subcontractor Information.................................................................................................................35

6.3 Financial Condition..............................................................................................................................35

6.4 References..........................................................................................................................................35

6.5 Disputes..............................................................................................................................................36

7. TERMS & CONDITIONS.........................................................................................................................7.1 Insurance............................................................................................................................................36

7.2 Bonds..................................................................................................................................................36


1. ATTACHMENTS

Attachment 1 – Capabilities Workbook Attachment 2 - Cost Proposal Workbook Attachment 3 - Intent to Propose Notice Attachment 4 – LUB Meter Inventory Master Attachment 5 - LUB Electric Communication Infrastructure Attachment 6 - LUB Antenna Sites Attachment 7 - Loudon Insurance Requirements


2. ACRONYMS/DEFINITIONSFor the purposes of this RFP, the following acronyms and terms are defined as:

Acronym/Term DefinitionAMI Advanced Metering InfrastructureAMI Endpoint Device that sends data from the meter to a

collection pointAMI Repeater Relays RF from the AMI Endpoint to the AMI

CollectorAMI Collector Receives data via RF from AMI Repeater and AMI

EndpointAMI Headend Accepts data from AMI Collectors via Backhaul

Communications for processingAwarded Contractor The organization/individual that is awarded and has

an approved contract with Loudon for the services identified in this RFP.

Backhaul Communications Facilitates transfer of data from AMI Collector to AMI Headend

City The City of Loudon and any department identified herein.

CVR Conservation Voltage ReductionContractor/Vendor/Proposer Organization/individual submitting a proposal in

response to this RFP.CIS Customer Information System (Local Government)LUB Loudon Utility BoardMay Indicates something that is not mandatory but

permissible.MDMS Meter Data Management SystemMTU Master Terminal UnitPLC Programmable Logic ControllerRSSI Received Strength Signal IndicatorRTU Remote Terminal UnitRF Radio FrequencyRFP Request for ProposalSCADA Supervisory Control and Data AcquisitionSD Service Disconnect, or Remote DisconnectSelection Committee An independent committee comprised solely of

representatives of the Utility established to review proposals submitted in response to the RFP, evaluate the proposals, and select a Contractor.

Shall/Must Indicates a mandatory requirement. Failure to meet a mandatory requirement may result in the rejection of a proposal as non-responsive.

Should Indicates something that is recommended but not mandatory. If the Contractor fails to provide recommended information, the Utility may, at its sole option, ask the Contractor to provide the information or evaluate the proposal without the information.

Subcontractor Third party not directly employed by the Contractor who will provide services identified in this RFP.


TVA Tennessee Valley AuthorityVEE Validation, Estimation, and EditingVVO Volt/VAR OptimizationWTP Water Treatment PlantWWTP Wastewater Treatment Plant


3. PROJECT OVERVIEW3.1 Purpose

Loudon Utilities (“Utility,” “Loudon” or “Utilities”) is soliciting proposals for a fully automated, two-way, fixed base only, Advanced Metering Infrastructure (AMI) system, metering equipment, and installation services. Loudon is also seeking a Meter Data Management System (MDMS) with the capability to provide detailed analytics and a portal for Utilities’ customers. The objective of this proposal is to evaluate and select the AMI product that best meets the functional and business requirements of the Utilities and is the best value to Loudon. This will be a competitive negotiation process.In addition to an AMI and MDMS, Utilities is requesting proposals for a turn-key Prepay solution including installation, startup and testing, training and maintenance support. This system will help the Utility realize significant savings related to collections and billing activities.Qualified individuals, firms, contractors, consultants or entities that meet the requirements set forth in this Request for Proposals (“RFP”), and are capable of providing the services requested are encouraged to participate.

3.2 Loudon Utilities Background The City of Loudon is situated on the Tennessee River and is located in eastern Tennessee, approximately 25 miles southwest of Knoxville. The Loudon Utility Board (LUB) was founded in 1939 as a public power distributor on the Tennessee Valley Authority (TVA) electric power grid. Over 11,500 customers in the cities of Loudon, Philadelphia and Vonore are provided a combination of electric, natural gas, water, and wastewater services.


The service area for Loudon is approximately 110 square miles, which contains 810 miles of electrical distribution lines and 19 miles of transmission lines. LUB’s power transmission supplier is Tennessee Valley Authority (TVA). TVA has direct oversight of several of the larger C&I customers in the service territory and applies Time of Use (TOU) rates when billing these customers. 11,500 electric customers are serviced by Utilities, which includes City street lighting. Utilities also has several solar generation customers that use net metering.Raw water is supplied by the Tennessee River and Piney Spring. 100% of Loudon’s water supply is treated by Utilities at two (2) water treatment plants (WTP). The distribution system contains over 193 miles of water mains. There are approximately 5,000 water and 2,200 wastewater customers served by Utilities. Loudon also provides natural gas supply by way of regional supplier, Spectra Energy, which it distributes to approximately 4,500 customers.The Utilities operations staff are organized into two departments: Gas & Water Services, and Electric Services. All customer service, meter reading, billing, and collections activities are performed by staff in the Finance Department. Main offices are located at City Hall and at the Operations Center off Maremont Parkway.

3.3 Project Drivers Loudon completed a business case analysis of deploying an AMI system in April 2016 which produced a positive Return on Investment (ROI). This assessment, combined with numerous qualitative benefits that can be achieved with a sound AMI program, informed the Loudon Utilities Board decision to proceed. Key AMI program goals include:

Eliminate truck rolls for meter reads and delinquent notices Replace aging meter infrastructure (Gas, Water) Utilize AMI data to enhance system monitoring and improve efficiency,

including expanding programs on:o Volt/VAR Optimization (VVO)o Conservation Voltage Reduction (CVR)o Water distribution loss reporting

Improve tools for field work order management, including GIS and high-quality meter data inventory

Improved revenue collection with a Prepay system, to be installed upon completion of AMI deployment

3.4 Project Phasing The AMI Project will commence with a Proof of Concept (POC) phase that is further sub-divided into “Alpha” and “Beta”. The underlying philosophy of the POC is to minimize risk while reaching basic system functionality as early as possible in the project. This approach allows Utilities to work with each vendor to identify and address issues, to test the necessary interfaces with other systems, and to design, develop and test the future state business processes prior to full deployment. A more detailed description of each phase is outlined below.(a) Alpha POC


The Alpha POC Phase involves the installation and testing of: a limited number of collectors/repeaters, a limited number of electric, water, and gas meters in a controlled environment (i.e., meter shop), the AMI head-end software, the MDMS software and the integration of meter data from the AMI head-end to the MDMS and through to the CIS. The intent of this phase is to prove out basic end-to-end connectivity. The Alpha Phase is estimated to be completed in 2 months.

(b) Beta POC The Beta POC Phase will involve the installation and testing of: the balance of all collectors/repeaters and backhaul infrastructure, field deployment of a pre-determined quantity of meters and endpoints by the installation contractor, and the balance of systems interfaces as identified in this RFP. Once the vendor is selected, the Beta POC area will be finalized. It is expected to: be a specific route in one area of town with a few outlier meters; incorporate multiple classification (i.e., residential, commercial, industrial) and service types; include irrigation meters and locations that may be hard to read. The Beta Phase is estimated to be completed in 4 months.

(c) Full Deployment Following the successful completion and full system acceptance of the POC, deployment of all remaining electric, water and gas metered services will commence to cover all meters detailed in Attachment 4. The Utility intends to self-deploy meters and endpoints for large C&I customers. Note: the list of metered services is subject to change, but provides a good representation of the type and quantities of meters within the Utility’s service area.

(d) Post-Deployment Following the successful deployment of all remaining metered services, Loudon will proceed with deployment of a turn-key Prepay system and any other add-on programs that Utilities decides to pursue.

The Utility will incorporate specific milestones in the contract(s) that will be tied to a payment structure during the POC phase. For example, payment milestones may be established that tie to scheduled activities: software installation, warehouse readiness, CIS-MDMS integration, testing of installation procedures, etc. NOTE: Before proceeding to Full Deployment, Loudon intends to give authorization to proceed based on mutually agreed upon acceptance criteria underlying the Alpha and Beta phases of the POC.

3.5 IT/OT Systems Loudon is currently upgrading and moving their IT assets to a new data center, and is therefore considering both a hosted and on premise solution for their AMI and MDM systems. If available, provide pricing information for both options for Utilities’ consideration. A new IVR system with outbound dialing capability is anticipated to be deployed within the next year.Utilities currently manages all meters and meter attributes in the CIS (Local Government). The mode and frequency of communication between all proposed software applications will be established with the selected vendor(s).


The following table lists all pertinent software applications currently used:Function Name of Application Manufacturer

Accounting/Purchasing NextGen GL, AP, WOLocal Government Corporation

Asset Management N/A N/A

CIS/Billing Utility BillingLocal Government Corporation

Interactive Voice Response (IVR) Future TBD Future TBDMeter Reading Autoread - Handhelds Sensus

GIS Milsoft GISMilsoft Utility Solutions

Outage Mgt (OMS) N/A N/A

SCADA –Water/Wastewater/Gas

WonderWare (3 licenses serving WTP, WWTP and remote sites)

Schneider Electric - HMISiemens - RTUs

SCADA - Electric SmartVUSurvalent Technology - HMI

Fleet Management Ctrack AssistCtrack - Local Government


4. SUBMITTAL INSTRUCTIONS4.1 Proposal Timeline

The following represents the tentative schedule for this RFP. Utilities reserves the right to modify these dates at any time, with appropriate notice to prospective Contractors. Any change in the scheduled dates will be advertised in the form of an addendum to this RFP and in email communications to those who have submitted the Intent to Respond Notice.

Event Estimated Date

RFP Target Release 7/15/2016Pre-Proposal Meeting (non-mandatory) 7/28/2016Intent to Propose Notice due 8/3/2016Proposer Questions due 8/3/2016Proposal Responses due 8/19/2016Response Evaluation 8/22/2016 -

8/26/2016Short List Presentations 8/30/2016 -

9/1/2016Notice of Intent to Enter Negotiations 9/27/2016TARGET Project Kickoff 1/2/2017

4.2 Pre-proposal Meeting A pre-proposal conference is scheduled for 2:00 PM EDT, Thursday, July 28, 2016 at:

Loudon City Hall201 Alma Place

Loudon, TN 37774Interested firms will have an opportunity to submit questions regarding the requirements outlined in this RFP. While attendance is not mandatory, interested proposers are highly encouraged to attend. Remote participation will be available via Webinar information below:https://global.gotomeeting.com/join/932928341

You can also dial in using your phone.United States +1 (646) 749-3122Access Code: 932-928-341

In order to make the meeting more effective for all participants, attendees should read this document thoroughly prior to the meeting. Substantial clarifications or changes required as a result of the meeting will be issued in the form of a written addendum to the RFP. A list of attendees will be distributed upon request.


https://global.gotomeeting.com/join/932928341

4.3 Intent to Propose Notice Intent to propose to this RFP must be provided by 2:00 p.m. EDT, Wednesday, August 3, 2016. Communication of intent shall be made as specified in Attachment 3 – Intent to Propose Notice.

4.4 Questions Loudon Utilities has engaged UtiliWorks Consulting, LLC to manage the procurement of services and systems as it relates to this RFP. For questions regarding this RFP, submit all inquiries via email at [email protected] at any time up until 2:00 p.m. EDT, August 3, 2016.

4.5 Proposal Submission Contractors shall submit (1) original proposal marked “ORIGINAL” and (1) additional printed copy of all proposal materials. Please include an electronic file version on a USB drive and via email to [email protected]. Proposals must be typed or printed in ink. All electronic documents submitted must be in a searchable and bookmarked PDF file format with section headings.Please deliver the 2 paper copies and USB in a sealed envelope or box, labeled with RFP identifying information, to:

ATTN: Michael LambertLoudon City Hall201 Alma Place

Loudon, TN 37774Proposals will be received until 2:00 p.m. EDT Friday, August 19, 2016. Proposers may submit their proposal any time prior to the above stated deadline. Proposals that do not arrive by the specified date and time WILL NOT BE ACCEPTED. Facsimile or telephone proposals will NOT be considered unless otherwise authorized. The Utility will not be held responsible for proposal envelopes mishandled as a result of the envelope not being properly prepared.

4.6 Proposal Format (a) Title Page

Show the completed section as shown on the cover page of this RFP, including RFP number and subject. PLEASE STATE CLEARLY, THE SECTIONS OF THIS RFP BY NAME AND NUMBER, YOU ARE RESPONDING TO.

(b) Table of Contents Clearly identify the materials by Section and page number.

(c) Letter of Transmittal (limited to two (2) pages) Briefly state your understanding of the products to be provided and the services to be performed and make a positive commitment to provide services as specified. Give the name(s) of the person(s) who is/are authorized to make representations for your firm, their title, address, email address, telephone number(s) and facsimile number(s). This letter must be signed by a corporate officer or other individual who has the legal authority to bind the Contractor.


(d) Company Background and References Proposers are required to respond to SECTION 7 of this RFP that are pertinent to your proposal.

(e) Technical Proposal Contents This section shall include the proposed solution and ability to meet the requirements outlined in SECTION 5, which include the following categories:i. General Requirements and Preferences

All Proposers must complete SECTION 5.1.ii. AMI Equipment, Installation, and Services

Complete SECTION 5.2 if you intend to supply AMI equipment and services including the provision of AMI endpoints, repeaters, collectors, firmware, and software. Proposer must also complete the applicable worksheets included in Attachment 1 - Capabilities Workbook.

iii. Metering EquipmentComplete SECTION 5.3 if you intend to supply meter equipment. Proposer must also complete the applicable worksheets included in Attachment 1 - Capabilities Workbook.

iv. Installation Services (Meters and Endpoints)Complete SECTION 5.4 if you intend to provide installation services for electric meter, water meter/register, gas meter/register and related equipment. Included in this section is the physical installation of the water meter AMI endpoint device, meter retrofit equipment, any necessary replacement of pit box lids or drilling of lids if necessary.

v. MDMS, Customer Portal and Integration ServicesComplete SECTION 5.5 if you intend to propose the provision, installation, configuration and integration of a Meter Data Management System and Customer Portal. Proposer must also complete the applicable worksheets included in Attachment 1 - Capabilities Workbook.

vi. Prepay and Integration ServicesComplete SECTION 5.6 if you intend to propose the provision, installation, configuration and integration of a Prepay system. Proposer must also complete the applicable worksheets included in Attachment 1 - Capabilities Workbook.

(f) Cost Proposer will provide the cost proposal for the proposed services in Attachment 2 – Cost Proposal Workbook. All prices quoted in this proposal must be a fixed price unless otherwise instructed. The Utility, at its sole discretion, may elect to add additional requirements or remove requested requirements prior to finalizing costs during contract negotiations. The proposer must complete the cost sheets that correspond to the Sections they have responded to.


If responding to: SECTION 5.2, complete tab 2a – “AMI Equipment & Services” in

Attachment 2 and all other applicable tabs SECTION 5.3, complete tab 2b – “Meter Equipment” in Attachment

2 and all other applicable tabs. SECTION 5.4, complete tab 2c – “Installation” in Attachment 2 and

all other applicable tabs. SECTION 5.5, complete tab 2d – “MDMS” in Attachment 2 and all

other applicable tabs. SECTION 5.6, complete tab 2e – “Prepay” in Attachment 2 and all

other applicable tabs. Complete tab 2f – “Optional Equipment Services” in Attachment 2

for all other optional equipment that you wish to provide pricing for. The proposer may include any additional pricing information to fully inform the Utility of all costs and options associated with the AMI Project.

All costs or hourly rates quoted herein shall be inclusive of all travel and living expenses for the entire project. All costs for equipment must indicate unit costs; all costs for services must indicate hourly rates.The number of units quoted for should be in accordance with the information provided in Attachment 2 – Cost Proposal Workbook.

(g) Warranty Maintenance and Service Proposers shall provide the length and terms of the warranty/maintenance and service provided with each piece of proposed equipment.For all equipment, Proposer must specify if subcontractors will perform warranty/maintenance/service, location(s) where warranty/maintenance/service will be performed, along with contact name and phone number for each location.

(h) Exceptions Statement Proposers shall provide an exceptions list for any requirements or terms and conditions outlined in this RFP that cannot be met. Please provide a brief explanation, along with any stated exceptions.


5. PROJECT SPECIFICATIONS AND REQUIREMENTS5.1 General Requirements and Preferences

The following general requirements and Utility preferences must be taken into consideration. As applicable, please confirm your understanding/ability to deliver on the following:

i. The proposed AMI system must be fully 2-way to the RF endpoint and the equipment purchased must include all components to fully operate the AMI system including but not limited to: IT software, head-end server, miscellaneous hardware, wiring, meter endpoint modules, data collection units/repeaters, antennas, towers, collector mounting equipment, new replacement meters, any supplies needed to retrofit meters that are not exchanged as new, pit lids, training, maintenance and support. PLC or hybrid systems will not be considered.

ii. All equipment and services provided must meet all Federal (including, but not limited to, Federal Communications Commission (FCC)), State and local regulatory requirements.

iii. The vendor shall ensure that the proposed solution will function adequately in the existing Utility and City RF environment, and will not interfere with any existing RF communication systems.

iv. The Utility expects the AMI system will be capable of securing a read success rate of 98.5% to be transmitted, processed at the headend, and made available within the billing cycle. A full propagation study will be required to determine exact system components.

v. System must be capable of securing hourly reads (water and gas) quarter hour reads (electric) and deliver to headend at least 4 times per day.

vi. The AMI headend system must store 90 days of interval data.

vii. It is the Utility’s preference to use existing Utility-owned property for the location/placement of AMI system network components. Utility-owned fiber is the preferred method for the backhaul communications.

viii. City street lights are an acceptable location for positioning communications equipment. For a full list of assets suitable for use in the AMI system, please refer to Attachment 5 and Attachment 6.


ix. The Utility intends to have selected vendor replace all meters for electric, water and gas, with the exception of large C&I accounts. The large meters will be retrofitted where appropriate by Utility staff in conjunction with full deployment.

x. The Utility will consider base pricing for mechanical meters with electronic registers. Solid state registers (e.g. ultrasonic, electromagnetic) for water meter applications may be quoted as optional in Attachment 2 – Cost Workbook. All meters are to be approved at the discretion of the Utility.

xi. Approximately 95% of meter pit lids are cast iron and are not drilled for TTL antenna. Lid replacement shall be performed in areas where it is required (e.g. water service only areas) and all unit pricing shall be included in Attachment 2 – Cost Workbook.

xii. Any waste and scrap items including meters, lids, boxes, dirt, etc. are to be disposed of by the installation contractor.

xiii. Electric metering and billing units are in kW and kWh.

xiv. Water metering and billing units are in gallons. The utility bills in 100 gallons, and meters register in gallons.

xv. Gas metering units are in CCF, and billing units are in CCF and therms.

xvi. The current meter/billing data retention policy is four (4) years.

xvii. In order that proposals are equitably evaluated, the Utility requires AMI vendors to perform a site and propagation study to determine the number and placement of AMI collectors and/or repeaters and the suitability of the frequencies used in the Utility’s service area (given the availability of existing infrastructure and the local use of licensed or unlicensed frequencies). All AMI infrastructure components must be accounted for and included in the Attachments required per SECTION 8 – Cost.

xviii. The Utility is interested in an on premise or vendor-hosted solution. Proposer shall provide details for hardware, software and cost for each solution if available. Include the upfront cost of the both solutions and the annual ongoing cost of the hosted solution for 5 years with the option to renew for an additional 5-year term, redundancy of the system, if upgrades to servers and software are included or an additional cost and if an additional cost, the price must be included.

xix. The Meter Data Management System (MDMS) will be the system of record for meter consumption information. It will receive information from the head-end system and send data to the Utility’s CIS (Local Government).


xx. Upon completion and user acceptance of the POC, the Utility intends to “go live” and bill customers with those meter reads collected via the AMI system.

xxi. The scope of the professional integration services required under this RFP is limited to the integration of: MDMS with the Utility’s Local Government (CIS); AMI network with MDMS for the purposes of billing and service related information (such as alerts passed from the endpoint); and an installation work order management system with the CIS.

xxii. The Utility prefers to adhere to the POC project plan as outlined in SECTION 3.4.

5.2 AMI Equipment, Installation, and Services MANDATORY: The Proposer must provide a response to every subsection of this Section. Please provide comparable information for all subcontractors, equipment manufacturers and application software providers utilized in your proposal. If an item does not apply please indicate so with an “N/A” (not applicable). All responses must be in the context of the United States Water Utility market (unless otherwise stated). Proposer must also complete Attachment I - Capabilities Workbook.(a) Number of AMI Systems Supplied

Please provide information for AMI systems supplied. For each system, please provide (only for the product being proposed) the number of systems deployed, the product name and the number of endpoints supplied in each of the following categories:i. Total in the last twelve months;ii. Total to date;iii. Total where deployment is complete; and,iv. Total in operation for three years or more.

Product # in Last 12 Months

# to Date # completed deployments to

Date

# in operation for 3 years or more

Systems

Endpoints

Systems

Endpoints

Systems

Endpoints

Systems

Endpoints

(b) R&D Activities / Strategic Product DirectionPlease provide:i. Your current research and development activities. Include

percentage of total revenue reinvested in product development annually and provide the dollar amount invested for the past five years.

ii. A statement of your strategic direction for each of the product lines being proposed.


iii. Provide a product overview and discuss the evolution of the proposed AMI product from the first major release of the product through to the present. Include a historical timeline.

iv. Include an explanation on how the AMI network is managed in areas lacking AC Power.

v. Provide a copy of the AMI product development roadmap outlining the vision and strategy for the future of the proposed AMI System. Include a description of the upgrades/enhancements that are in the planning or design stage. Include an estimated release schedule for planned upgrades/enhancements across all components of the AMI System (i.e., firmware for endpoints, firmware for collectors/repeaters, Headend software).

vi. Specify the Headend software version you are proposing.vii. The date you anticipate the next upgrade of your current

Headend software version.(c) Vendor Supplied Training

Please provide:i. A list of all applicable training courses. The training must be

comprehensive enough to ensure that the Utility’s staff can effectively monitor and maintain the AMI communications infrastructure and use the AMI software. Areas that should be included (but not limited to) in the training are:

1) Overview of the AMI product and headend software2) AMI endpoint installation and programming using AMI

vendor provided handheld programming devices3) System operations and troubleshooting (including

interaction between the endpoint and collector(s), collector(s) and AMI headend, and interaction between the AMI headend and an MDMS)

4) System administration5) Identification and resolution of events and alarms6) Reporting capabilities

ii. Provide the following details for each course: target audience; course contents; instructional medium (class room, self-study, computer tutorial, on-the-job field instruction); duration; training facility requirements (i.e., Utility vs. Vendor, Meter Shop vs. Conference Room); and, materials required other than manuals (e.g., hand-held devices).

iii. The optimal user training schedule(d) AMI Equipment and Software Maintenance / Technical Support

Please provide:i. A list of all known outstanding errors/system deficiencies and

the anticipated schedule for their resolution.


ii. Guaranteed and average response time for support calls during work hours (6 a.m. to 7 p.m. EST) and during off-hours (7 p.m. to 6 a.m. EST).

iii. Verification that your company provides telephone support on an on-going basis. What are the times during the day that it is available? Is the cost of this support included in the Annual Hosting Fee?

iv. Product corrections, without charge, for any equipment failures or in the event that equipment fails to perform according to minimum agreed specifications discovered after installation of the endpoint. Does this support continue for the life of the contract?

v. Do you provide on-site support if there is a critical failure of the system and the remote diagnostics prove inconclusive?

vi. An explanation of how problems are classified according to degree of urgency. For example: (very urgent) is responded to within 2 hours; (urgent) within 8 hours; (somewhat urgent) within 48 hours; and, (not critical) within 5 working days. Who determines the priority of the problem? How are issues logged?

vii. Provide escalation procedures that address circumstances where you are unable to resolve a problem within the established response times.

(e) Endpoint Functional & Technical SpecificationsPlease provide:i. How your product is configured (example, using handheld with

IR port)?ii. Can your product be pre-configured in the factory?iii. What is the power output and typical transmittal range of your

product (identify any circumstances that would limit this range)?iv. Indicate whether this is a licensed or non-licensed frequency and

the modulation type utilized.v. Please provide a complete list of events and alarms supported

by the headend system and endpoints:1) Electric-specific alarms/events.2) Water-specific alarms/events.3) Gas-specific alarms/events.

vi. How many years battery life warranty do you provide and what are the conditions of this warranty?

vii. What reading frequency is the battery life warranty based on?viii. How many years warranty do you provide on the end point

product itself (not related to battery warranty)?ix. Describe any accessories that are available (or necessary) for

operation and maintenance with your product?


For your pit installed product (water-only), please provide:x. What are the minimum requirements for the internal dimensions

of the meter pit box?xi. What are the minimum requirements of the meter pit lid

(material construction, maximum thickness, diameter of hole if required)?

xii. How is your radio wired to the register? (i.e. splice, Nicor)(f) Functional & Technical Specifications (Other AMI Equipment)

Please list any exceptions to the below noted questions in the body of the Response and/or provide product specification documentation to address the following:i. AMI Collectors

1) What are the temperature tolerances of your product?2) What are the relative humidity (RH) tolerances of your

product?3) Please state any special mounting requirements including

pole, tower and bracing restrictions, the recommended sighting and the minimum separation from other radio, cellular, microwave or other sources of interference.

4) If pole or tower mounted, can the unit be installed at the base with the antennae mounted on the tower?

5) What is the weight of the unit?6) Provide the dimensions of the unit.7) Describe the power requirements of the unit.8) What backhaul protocols are supported (i.e., Wi-Fi,

Cellular, BPL)?9) Does your product have the capability to store multiple

readings in the case where a receiver is unavailable?10) Describe the standard maintenance requirements for the

collection units.11) What are the movable parts?12) Describe the warranty and warranty length applicable to

the product components offered. ii. AMI Repeaters (if applicable)

1) What are the temperature tolerances of your product?2) What are the relative humidity (RH) tolerances of your

product?3) What are the wind tolerances of your product?4) Please state any special mounting requirements including

pole, tower and bracing restrictions, the recommended sighting and the minimum separation from other radio, cellular, microwave or other sources of interference.


5) If pole or tower mounted, can the unit be installed at the base with the antennae mounted on the tower?

6) What is the power output and typical transmittal range of your product (identify any circumstances that would limit this range)?

7) In what frequency range does your product transmit? Indicate whether this is a licensed or non-licensed frequency and the modulation type utilized.

8) Does your product have the capability to store multiple readings in the case where a receiver is unavailable?

9) What is the weight of the unit?10) Provide the dimensions of the unit?11) Describe the power requirements of the unit?12) Describe the standard maintenance requirements for the

collection units.13) What are the movable parts?14) Describe the warranty and warranty length applicable to

the product components offered. (g) Meter Compatibility

Please provide information about the compatibility of your product with meter manufacturer products. Provide information only for the product being proposed. Please include:i. Meter manufacturers and product lines that have been proven

compatible in the factoryii. Meter manufacturers and product lines that have been proven

compatible as part of an actual AMI deploymentiii. Please provide your detailed electric, water and gas meter

compatibility matrix(h) Product Supply

Please verify that your production capacity for AMI endpoints can satisfy the number and timeline for unit replacements identified in this RFP.

(i) Project Staffingi. Provide an organization chart outlining the structure of the

proposed project team to be assigned to support this project. ii. Provide the names of your proposed project team. Include a

resume for each team member showing qualifications and experience.

iii. Describe the respective roles and responsibilities of each team member.

(j) DocumentationThe following will be required as provisions within the agreed contract between the Utility and any vendor. Please confirm your ability to provide:


i. Description of major system componentsii. Manuals describing the use of the application software (User

Manual)iii. Training materialsiv. Samples of all standard reports with narrative descriptions of all

fields displayed on the report, input parameters and an explanation of how to execute each report

v. All error codes, messages and their explanations displayed on-line and/or on reports with action required or options available

vi. Is all updated system documentation available concurrent with the release of new software updates

vii. Troubleshooting and installation informationviii. Technical specifications and installation guides

5.3 Metering Equipment MANDATORY: The Proposer must provide a response to every subsection of this Section. Please provide comparable information for all subcontractors, equipment manufacturers and application software providers utilized in your proposal. If an item does not apply, please indicate so with an “N/A” (not applicable). Proposer must also complete Attachment I – Capabilities Workbook, “Metering” tab.(a) Number of AMI Meters Supplied

Please provide:i. The number of AMI compatible electric, water and gas meters

supplied as part of an AMI deployment. For each product successfully deployed, include the total number of units that have been in operation for two years or more, the total number supplied to date and indicate the AMI manufacturer your product is working with.

Product AMI Product Compatibilit

y

Total # to Date

# Operational for 2 years

or more

(b) R&D Activities / Strategic Product DirectionPlease provide:i. Your current research and development activities. Include

percentage of total revenue reinvested in product development annually and provide the dollar amount invested for the past five years.


ii. A statement of your strategic direction for each of the product lines being proposed for the next five years.

(c) Vendor Supplied TrainingPlease provide:i. A list of all applicable training courses to be provided onsite,

web based, and offsite locations. The training must be comprehensive enough to ensure that Utility staff can effectively install all meter products offered. Areas that should be included (but not limited to) in the training are:

1) Overview of the meter product2) Product Installation3) Troubleshooting

ii. Provide the following details for each course: target audience; course contents; instructional medium (class room, self-study, computer tutorial, on-the-job field instruction); duration; training facility requirements (i.e., Utility vs. Vendor, Meter Shop vs. Conference Room); and, materials required other than manuals (e.g., hand-held devices).

iii. The optimal user training schedule(d) Meter Equipment Maintenance / User Support

Please provide:i. Verification that your company will provide product corrections,

without charge, for any equipment failures or in the event that equipment fails to perform according to minimum agreed specifications discovered after installation of the meter and AMI endpoint. Will this support continue for the life of the contract?

ii. A guaranteed response time for support calls: during work hours (6 a.m. to 7 p.m. EST), both average and guaranteed response time, and during off-hours (7 p.m. to 6 a.m. EST), both average and guaranteed response time.

iii. Verification that your company provides telephone support on an on-going basis. What are the times during the day that it is available? Is the cost of this support included in the maintenance costs?

iv. Verification that the proposer will provide on-site support if there is a critical failure of the system and the remote diagnostics prove inconclusive. Please provide your procedures for this situation.

v. An explanation of how problems are classified according to degree of urgency. For example: (very urgent) is responded to within 2 hours; (urgent) within 8 hours; (somewhat urgent) within 48 hours; and, (not critical) within 5 working days. Who determines the priority of the problem?

vi. Do you offer an online system for the Utility to log issues and defects?


vii. Provide escalation procedures that address circumstances where you are unable to resolve a problem within the established response times.

(e) Product Supplyi. If you are both the manufacturer and the retailer, please verify

that your production capacity for the electric, water and gas meters as outlined in this RFP can satisfy the Utility’s demand and timeline.

ii. If you are the retailer, please verify product availability for both electric, water and gas meters as outlined in this RFP can satisfy the Utility’s demand and timeline.

(f) Technical Specifications (Water Meter Equipment)Please provide:i. Technical specifications and installation guides for the following

water meter sizes (note that documentation provided should be for meters that are AWWA standard compliant):

5/8” x 3/4”, 1”, 1 ½”, 2”, 4”, 6”

ii. Technical specifications and installation guides for registers currently available in your product line (note that documentation provided should be for registers that are AWWA standard compliant).

(g) Technical Specifications (Gas Meter Equipment)Please provide:i. Technical specifications and installation guides for a suitable

replacement for the following models:1) AC2502) AL10003) AL14004) AL23005) AL4256) AL50007) AL6308) AL800

ii. Technical specifications and installation guides for indices currently available in your product line.

(h) Technical Specifications (Electric Meter Equipment)Please providei. Technical specifications and installation guides for electric

meters with service disconnect (SD) that are currently available in your product line. Loudon has meters with the following form factors:


2S, 4S, 9S, 16S5.4 Installation Services (Meters and Endpoints)

MANDATORY: The Proposer must provide a response to every subsection in this Section. Please provide comparable information for all subcontractors, equipment manufacturers and application software providers utilized in your proposal. If an item does not apply, please indicate so with an “N/A” (not applicable). (a) Number of AMI Enabled Meters/Endpoints Deployed

Please provide in which your company was the installation contractor:i. The number of AMI deployments. For each deployment specified,

include the number contracted in the last twelve (12) months, total number contracted to date, the total number of completed deployments and the total number of deployments that have been in operation for 2 years or more.

AMI Product # in Last 12 Months

Total # to Date

# Live to Date

# Live for 2 years or

more

ii. The five largest AMI deployments. For each deployment specified, indicate the meter manufacturers and meter types utilized, the number of endpoints installed.

AMI Product Meter Manufacturer Number of AMI

endpoints installed

(b) Deployment Support / TrainingThe proposed solution must include a comprehensive deployment plan complete with all activities, processes, resources and personnel that will be required for successful deployment.i. The typical delivery lead-time from contract execution to the

start of the POC Phase through to full deployment, including product installation based on the quantities as described in this RFP.

ii. Suggested Deployment schedule based on the schedule specified in SECTION 3.4 for the proposed product (e.g., a time-phased Gantt chart). Include installation, planning, training,


testing, and interfacing with the utility billing system. The deployment schedule needs to account for the POC phase.

iii. Your training plan including an outline of the training courses provided to your personnel to perform water and electric meter change outs and water meter retrofits

(c) Installation ProceduresPlease describe the procedures you employ in a typical AMI deployment and meter replacement. Include in your response the following topics:i. Deployment strategy. Describe the process by which you

determine the optimum strategy to deploy AMI devices and meters.

ii. Deployment staging and equipment. Describe all site preparation activities and timing related to deployment. Provide detail on all equipment (i.e. vehicles, uniforms, tools, forklifts, recycle bins, etc.) required during full deployment.

iii. Inventory management and warehousing. How do you track inventory? Will you require a dedicated warehouse? Describe all inventory control procedures.

iv. Installation scheduling. How are crews scheduled to perform work? What are their typical working hours (including weekends and holidays if appropriate)?

v. Customer relations. How will your company communicate with the Utility’s customers? Describe how appointments are scheduled; what credentials do your employees carry; and, how are your employees dressed?

vi. Do you have a call center dedicated to utility customer inquiries? If yes, does the call center offer 24/7 availability? What languages are supported?

vii. Installation quality assurance. After equipment has been installed, how do you verify that it has been installed correctly, that equipment is working correctly and that the customer’s property is as it was before installation? Do you supply before and after pictures?

viii. Data recording. Describe the methods you use to record information from each installation (for example, the serial number of the old and new meter, the serial number of the new AMI endpoint).

ix. Data quality assurance. Do you perform data quality assurance checks on completed installations? If yes, what are those checks? How much time does it take for your team to perform these checks?

x. Describe the capabilities of your Work Order Management System (if applicable)?

xi. Describe the criteria that would result in a Return to Utility (RTU) of an electric, water or gas meter change out.


xii. Describe the process for dealing with potential installation complications, such as: misaligned services, buried meters, etc.

(d) Warehousing / Staging Space Requirementsi. Provide an approximate square foot area that will be required

for installation activities.ii. Provide any other storage or physical site requirements.

(e) Project Staffingi. Provide an organization chart outlining the structure of the

proposed project team to be assigned to support this project. ii. Provide the names of your proposed deployment team

(excluding field installation technicians). Include a resume for each team member showing qualifications and experience, including the name and contact phone number for the last two sites worked.

iii. Describe the respective roles and responsibilities of each management, lead and staff positions.

iv. For management, foremen, and supervisory roles, describe the tasks your personnel will perform during implementation.

5.5 MDMS, Customer Portal and Integration Services MANDATORY: The Proposer must provide a response to every subsection of this Section. If an item does not apply, please indicate so with an “N/A” (not applicable). Proposer must also complete Attachment I – Capabilities Workbook, “MDM System” tab.(a) MDMS and Customer Portal Applications

For the MDMS and Customer Portal being proposed, provide the following information regarding the application and the application vendor.i. Number of Systems Successfully Implemented

Please Provide:1) The number of implementations of the MDMS being

proposed and in operation for three years or more:Product

Name and Version

Vendor responsible

for Integration

Go-Live Date or

Anticipated Go-Live Date

Client Name Number of services

supported and type

(gas, electric, water)

2) The number of implementations of the Customer Portal being proposed and in operation for three years or more:

Product Name and

Vendor responsible

Go-Live Date or

Client Name Number of services


Version for Integration

Anticipated Go-Live Date

supported and type

(gas, electric, water)

ii. R&D Activities / Strategic Product Direction/Solution RoadmapPlease provide:

1) Description of current research and development activities. Include percentage of total revenue reinvested in product development annually and provide the actual dollar figure invested/reinvested annually for each of the past five years.

2) Copy of the MDMS development roadmap outlining vision and strategy for the proposed MDMS. Include a description of upgrades/enhancements that are in the planning or design stage. Include an estimated release schedule for planned upgrades/enhancements across all components of the MDMS.

3) The MDMS software version you are proposing.4) The date you anticipate the next upgrade of your current

MDMS software version. A. How long do you support each version? B. What is your policy for updating the application? C. Do you have a User Group with paid

membership that contributes to product enhancements?

D. How often do you provide new product version releases? Is this on a scheduled or flexible basis?

E. A description of the policy for updating and/or certifying the application when new releases of system software become available (e.g., new releases of SQL, Oracle, Windows, UNIX).

5) The date you anticipate the next upgrade of your current Customer Portal software version.

A. How long do you support each version? B. What is your policy for updating the application? C. Do you have a User Group with paid

membership that contributes to product enhancements?


D. How often do you provide new product version releases? Is this on a scheduled or flexible basis?

E. A description of the policy for updating and/or certifying the application when new releases of system software become available (e.g., new releases of SQL, Oracle, Windows, UNIX).

6) A description of the policy for updating and/or certifying the application when new releases of third party application/integration software becomes available (e.g. MultiSpeak 5.0).

7) An explanation of how new versions/releases of the product are implemented. Provide a detailed explanation of the upgrade process (e.g., overall implementation timeframe, vendor effort/time/resources, client effort/time/resources, and estimated cost).

8) A description of cost considerations (if any) to your current customers when an application undergoes major redesign and a customer wishes to implement a new release. Describe your product licensing policy.

9) An explanation of procedures to retrofit all (if any) customizations made by the Implementation Vendor, for The Utility, into new releases of the application. Describe regression-testing procedures used to ensure previous changes are not impacted by the new release.

iii. Customer SupportPlease provide:

1) Verification that your company provides telephone support on an on-going basis. Provide support hour time-frames (e.g. 0800 to 1700 M-F, CST). Is the cost of this support included in the maintenance costs?

2) A guaranteed response time for support calls: during work hours (6 a.m. to 7 p.m. EST), both average and guaranteed response time, and off-hours (7 p.m. to 6 a.m. EST), both average and guaranteed response time.

3) Verification that the Vendor will provide on-site support if there is a “production down” situation and the remote diagnostics prove inconclusive. Provide your procedures for this situation.

4) Your company’s Web site functionality. What customer service/support features are available at this site?

5) An explanation of how problems are classified according to degree of urgency. For example: (very urgent) is responded to within 2 hours; (urgent) within 8 hours; (somewhat urgent) within 48 hours; and, (not critical) within 5 working days. Who determines the priority of the problem?


6) Description and verification of Vendor escalation procedures if they are unable to resolve a problem within the established response times.

7) The minimum and recommended staffing levels including expertise and roles needed to support your MDMS for a client of the size of The Utility.

8) Verification that your company will provide product corrections, without charge, for any implementation/data errors including but not limited to programs, configuration, data, objects, interfaces, etc. discovered after deployment of the application. Indicate that this support will continue for the contracted warranty period and as long as the Utility maintains an active Maintenance/Support Agreement with Vendor?

9) A list of all known outstanding errors/system deficiencies and the anticipated schedule for their resolution.

10) Do you offer an online system for the Utility to log issues and defects?

iv. DocumentationThe following will be required as provisions within the agreed contract between the Utility and any vendor. Please confirm your ability to provide and understanding of:

1) Manuals describing the use of the application software (User Manual).

2) Training materials (two complete sets, including one reproduction-ready copy).

3) Sample training plan appropriate for this project.4) Samples of all standard reports with narrative descriptions

of all fields displayed on the report, input parameters and an explanation of how to execute each report.

5) All error codes, messages and their explanations displayed on-line and/or on reports with action required or options available.

6) Samples of all on-line screens with a narrative description of all fields displayed on the screen

7) Proposed system acceptance test plan for your product.8) Help desk documentation for internal user support9) Is all updated system documentation available concurrent

with the release of new software updates?(b) Implementation Services

i. Implementation Support1) Provide a description (# of staff, project roles and time

commitment) of the minimum Utility implementation team and then your recommended Utility implementation


team (office, IT, field staff). Please be candid in your response. The Utility wants to ensure proper staffing for this project.

2) The implementation of the proposed solution will need to include the following deliverables (at a minimum and if not proposed, justification will need to be provided for any items omitted). Address the following in your proposed implementation services:

A. Software ConfigurationB. TrainingC. TestingD. Cutover PlanningE. Initiation Activities

ii. Requirements Definition and Configuration Activities1) Vendor will lead functional workshops in which the

appropriate stakeholders are taken through business processes supported by the standard configured software, and issues regarding the use of the software at Client's site are identified. The functional areas and interfaces to be analyzed will be those identified in the Initiation Phase.

2) Conduct an overview of functionality with stakeholder representatives.

3) Review of business processes as supported by the base product. Any functional modifications or interface changes that are out of scope of the contract will need to be documented by a change request.

4) Review with the functional Subject Matter Expert (SME) the standard configuration of codes and control tables.

5) Review of internal procedures to identify issues and define a resolution plan.

6) Identify, suggest and incorporate preferred business practices consistent with other implementations of the application software product.

7) Each new issue identified will be documented, including potential solutions All specialized configuration through a customized algorithm or building a workflow or work list will have to be documented and cost justified by the client and will be submitted to client management for change control approval.

8) Review of all related Interfaces. Any modifications and/or additions to contract scope will be documented by a change request.

9) Review of all related data for initial data load. 10) Review of related Reports.


11) Review of operating requirements, hardware configuration, processing speed and capacity based on any revised requirements.

12) Review and publish test plans and operational readiness plans.

13) Review the Vendor and overall project schedules at the end of the Analysis phase.

iii. Project TeamPlease provide:

1) An organization chart outlining the structure of the proposed project team to be assigned to support this project. Include the name and corresponding title for each team member and all team member resumes.

2) Describe by individual (name and title) the general tasks your personnel will perform during implementation.

3) The typical delivery lead-time from contract execution to (a) the delivery of the Application Documentation and (b) the installation of the base Application Software.

4) The anticipated conversion/implementation time in weeks. Loading of existing data to the new system is mandatory to support Validation, Estimation, and Editing (VEE) capabilities.

5) A suggested implementation schedule for the proposed system (e.g., a time-phased Gantt chart). Include installation, planning, requirements gathering, software configuration, training, interface development, testing, system modifications noted in the functional requirements, critical milestones and dependencies.

6) The Utility’s responsibilities for each implementation task.7) The type of implementation and post-implementation

support you provide as part of your proposed implementation services. Include site preparation, system testing, user training, parallel running, custom/specific documentation, and any other implementation items.

8) A Software Specification/Requirements Document outline that will be used in any proposed custom modification process.

9) A Software Specification/Requirements Document outline that will be used in the custom interface process. Also provide a description of your standard requirements definition/approval procedures used for custom work.

10) How vendor staff assesses and defines business processes to ensure that technological solutions meet best business practices for The Utility.

iv. Vendor Supplied Training


Please provide:1) A training plan outline of all applicable training courses.

The training must be comprehensive enough to ensure that Utility staff can effectively use the system. Areas that should be included (but not limited to) in the training are:

A. Overview of the systemB. Record inquiry, data entry, and similar routine

operationsC. Routine and ad hoc report generationD. Interfacing with other systems and programs

2) Provide the following details for each course: target audience; maximum number of attendees; course contents; instructional medium (class room, self-study, computer tutorial, on-the-job field instruction); duration; training facility requirements (i.e., Utility vs. Vendor, Compute Lab vs. Conference Room); and, materials required other than manuals (e.g., hand-held devices).

3) The optimal user training schedulev. Environments Required

1) Describe your recommendations regarding the number and purpose of the environments that will be required during implementation and after go-live (i.e., production, development, and test)

vi. System Performance and AvailabilityPlease provide:

1) Verification of expected system reliability (i.e. 98.5%).2) Verification of performance. Include a description of your

system’s typical on-line transaction response times.3) Verification of scalability. Include a description of how

your system will scale with new utility customers and/or additional data

4) Indicate the typical nightly complete batch window time. Include specific run times for backup, batch processing, and reporting.

5) A description of how your solution provides reporting and analytics to The Utility without affecting the performance of the system.

6) An explanation of backup and recovery procedures.7) Describe your product’s archiving/purge/restore

procedures and capabilities.


5.6 Prepay and Integration Services MANDATORY: The Proposer must provide a response to every subsection of this Section. If an item does not apply, please indicate so with an “N/A” (not applicable). Proposer must also complete Attachment I – Capabilities Workbook, “Prepay System” tab.(a) Prepay System Application

For the Prepay system being proposed, provide the following information regarding the application and the application vendor.i. Describe the hardware and software requirements for operating

the product.ii. Describe how vendors, utilities employees and end users may

access the system and typical user group roles.iii. How does the prepaid system reconcile with the Utility’s existing

CIS?iv. Explain how the process and communications are expected to

take place in order. to keep the prepay system calculations current and accurate. Please include a visual representation of the data flows.

v. Describe the disconnection and reconnection processes. Include a description of the system’s communication process with CIS, AMI, IVR and payment systems.

vi. How will the system calculate unpaid debts if the Utility is unable to disconnect due to weather conditions, or other factors?

vii. Describe the system’s capacity and scalability. Further information should be included in the roadmap to be provided as an attachment.

viii. Please describe how prepay payments can be processed quickly, efficiently and securely from City Hall’s Customer Service payment location.

ix. Explain your firm’s approach to system modifications. (b) Systems Integration

For the Prepay system being proposed, provide the following information regarding the application and the application vendor.i. Provide a summary of work for data exchange/integration

design, support, implementation, and testing services associated with the following planned interfaces between the Prepay system and Loudon’s:

1) CIS – Local Government2) IVR – TBD3) Customer Portal – TBD

(c) Systems SecurityInclude detailed information on how your solution supports the following:


i. Data integrityii. Confidentiality of customer data including:

1) Personal Information2) Banking/ Credit Card Information (PCI Compliance)

iii. Cyber Security Standards (NIST, NERC, ISO/IEC, etc.)iv. Include information on the recommended security measures and

implementation approach for transactions from City Hall’s Customer Service payment location.

(d) Deploymenti. System(s) and Interfaces will be configured and testedii. System Integration Tests will be performed to prove the system

functionalityiii. Acceptance Test of the integrated system will be conducted and

successful completion will provide the final approvaliv. A training plan outline of all applicable training courses. The

training must be comprehensive enough to ensure that Utility staff can effectively use the system.

v. Project TeamPlease provide:

1) An organization chart outlining the structure of the proposed project team to be assigned to support this project. Include the name and corresponding title for each team member and all team member resumes.

2) Describe by individual (name and title) the general tasks your personnel will perform during implementation.

3) A suggested implementation schedule for the proposed system (e.g., a time-phased Gantt chart). Include installation, planning, requirements gathering, software configuration, training, interface development, testing, system modifications noted in the functional requirements, critical milestones and dependencies.

4) The Utility’s responsibilities for each implementation task.(e) Product Support

i. Customer SupportPlease provide:

1) Verification that your company provides telephone support on an on-going basis. Provide support hour time-frames (e.g. 0800 to 1700 M-F, CST). Is the cost of this support included in the maintenance costs?

2) A guaranteed response time for support calls: during work hours (6 a.m. to 7 p.m. EST), both average and guaranteed response time, and off-hours (7 p.m. to 6 a.m. EST), both average and guaranteed response time.


3) Verification that the Vendor will provide on-site support if there is a “production down” situation and the remote diagnostics prove inconclusive. Provide your procedures for this situation.

4) Your company’s Web site functionality. What customer service/support features are available at this site?

5) An explanation of how problems are classified according to degree of urgency. For example: (very urgent) is responded to within 2 hours; (urgent) within 8 hours; (somewhat urgent) within 48 hours; and, (not critical) within 5 working days. Who determines the priority of the problem?

6) Description and verification of Vendor escalation procedures if they are unable to resolve a problem within the established response times.

7) The minimum and recommended staffing levels including expertise and roles needed to support your MDMS for a client of the size of The Utility.

8) Verification that your company will provide product corrections, without charge, for any implementation/data errors including but not limited to programs, configuration, data, objects, interfaces, etc. discovered after deployment of the application. Indicate that this support will continue for the contracted warranty period and as long as the Utility maintains an active Maintenance/Support Agreement with Vendor?

9) A list of all known outstanding errors/system deficiencies and the anticipated schedule for their resolution.

10) Do you offer an online system for the Utility to log issues and defects?

ii. DocumentationThe following will be required as provisions within the agreed contract between the Utility and any vendor. Please confirm your ability to provide and understanding of:

1) Manuals describing the use of the application software (User Manual).

2) Training materials (two complete sets, including one reproduction-ready copy).


6. COMPANY BACKGROUND AND REFERENCES6.1 Company Information

Contractors must provide a company profile. Information provided shall include: An organizational chart for the division of the company(s) directly

responsible for the product or services proposed in this RFP. Indicate the total number of employees and their distribution by function. Please indicate (by function) total employee head count by year for the last five years. Identify, with an asterisk, those categories comprised of people serving multiple roles.o Total Employeeso Managemento Saleso Technical / Customer Supporto Manufacturing (meter and AMI equipment vendors only)o Research and Development (meter, MDM, and AMI equipment vendors

only)o Installation technicians where applicable (indicate permanent

employees only)o Maintenance

Company ownership. If incorporated, the state in which the company is incorporated and the date of incorporation.

Number of employees both locally and nationally. Location of the company offices. Location(s) from which employees will be assigned. Name, address and telephone number of the Contractor’s point of contact

for a contract resulting from this RFP (if different from Cover Page). Company background/history and why Contractor is qualified to provide the

services described in this RFP. Number of years the organization has been in business. Length of time Contractor has been providing services described in this RFP

to the public and/or private sector. Please provide a brief description. Resumes for key staff to be responsible for performance of any contract

resulting from this RFP. The occurrence and extent of any project cost overruns.


6.2 Subcontractor Information Does this proposal include the use of subcontractors?

Yes ______ No ______ Initials _______

If “Yes”, Contractor must: Identify specific subcontractors and the specific requirements of this RFP for

which each proposed subcontractor will perform services. Provide the same information for any subcontractors as is indicated in

SECTION 7.1. References as specified in SECTION 7.5 must also be provided for any

proposed subcontractors. The Utility requires that the awarded Contractor provide proof of payment

of any subcontractors used for this project. Proposals shall include a plan by which the Utility will be notified of such payments.

Primary contractor shall not allow any subcontractor to commence work until all insurance required of subcontractor is obtained.

6.3 Financial Condition

Only the finalists selected for Shortlist Presentations will be required to provide:

Annual reports and/or financial statements for the division of the company directly responsible for the product or services proposed in this RFP for each of the last three fiscal years. Please provide a statement indicating your agreement to provide the requested financial information if you are selected as a Shortlist finalist.

6.4 References Contractors should provide a minimum of five (5) references from similar projects performed for state and/or large local government clients within the last three (3) years. References provided should be comparable size to Loudon Utilities. The Utility may opt to make site visits for references nearby to Loudon, TN. Information provided shall include: Client name Project description including type of service and equipment installed Project dates (starting and ending) Technical environment, including version number Staff assigned to reference engagement that will be designated for work per

this RFP Client project manager name, email and telephone number


6.5 Disputes

Please state whether there are pending or prior legal disputes or lawsuits with any existing or previous AMI clients.

If so, please state all such disputes, including dates, as well as any facts and outcomes regarding these disputes.

Please state the standard method or methods of resolving disputes.

7. TERMS & CONDITIONSThe awarded contractor will be subject to the City’s contract and insurance requirements. Respondents or their authorized representatives will be expected to inform themselves fully as to the conditions, requirements, and specifications as part of the contract award process. Failure to do so will be at the respondent’s own risk and except as provided by law, relief cannot be secured on the plea of error. The proposer shall note any exceptions as part of their proposal package.

6.7.

7.1 Insurance Please refer to Attachment 7 - Loudon Insurance Requirements.

7.2 Bonds Prior to the execution of the contract, Utilities reserves the right to require the successful bidder to furnish a performance and/or labor and material payment bond to guarantee the faithful performance of the terms and conditions of the said contract by the contractor. The bond shall be issued by a corporate surety, satisfactory to Utilities.

8.9.


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