4773_Addendum_1_FINAL.pdf

July 23, 2024

Utility Services Customer Portal

Solicitation No. PW4-920-4773

Addendum No. 1

Question: In the 4773_Appendix_C_Business_Requirements_Final, row 6: Allow existing customer transfer registration from closed account to new account. Do not require closed account be deleted prior to registering new account. --Is the expectation that the login credentials remain the same for a person when they change their account/address from one to the other?

Response: Yes, if possible.

Question: Are implementation timelines to be aligned to Grant Schedule--from Dec 2024 to March 2026?

Can we propose a standard implementation timeline of our product and that the Grant will be aligned as per the proposed dates?

Response: Grant funds must be expended by the deadlines provided. Please align proposed implementation with those dates, as they cannot be changed.

Question: In the 4773_Appendix_C_Business_Requirements_Final, Integration with CIS Infinity and Invoice

Cloud is expected to be pre-built without custom development. Is there a possibility of configuration and slight modifications be made when implementing and finding any gaps? Do we need actual project references of pre built integration with CIS Infinity and Invoice Cloud?

Response: Please propose your solution.

Question: In the 4773_Appendix_C_Business_Requirements_Final, Please explain what is meant by service request:- Ability to request and schedule a container repair(s). What is meant by container here? Are these requests raised by customers or by CSR agents?

Response: Containers are the garbage and recycle containers, mostly 90 gallon. Requests for repairs and new containers usually come from customers. We would like the ability for customers to schedule a repair date for when their garbage and/or recycle containers are damaged.

Question: In the 4773_Appendix_C_Business_Requirements_Final, there is mention of the portal's ability to show historical bills. Are Historical bills available in the billing system? How far back are they available in it? If they are available in the billing system the portal can show them. We need to know if they are available in the billing system and how far back we have to show them in the portal.

Response: Bills are available in the billing system going back to the date we retain the data, 3-4 years. However, we are wanting only 2 years of view on the portal.

Question: In the 4773_Appendix_C_Business_Requirements_Final, How are Alley Way accounts set up in the CI system? Are they identified with their separate account information? Is there a person associated with these? Who will log in to the Alleyway accounts, some customer or a City representative?

Response: All accounts have the assigned containers specific to their address/account in CIS. Containers can be curbside or alley. Alley containers have a different monthly rate, and 2 customers/accounts/addresses share 1 alley container. For curbside containers every account is assigned individual containers. Containers are associated with the account, not so much person(s). Alley containers are shown as 300 gallon in CIS.

Question: Is post go-live support after product implementation, expected to be a long-term ongoing support? If Yes, what is the expected duration of this support?

Response: Yes, for the life of the portal.

Exhibit F, Insurance: Replaced in its entirety, as follows.

EXHIBIT F

INSURANCE REQUIREMENTS

A. Minimum Scope and Limits of Insurance: Contractor must provide coverage with limits of liability not less than those stated below.

1. Commercial General Liability – Occurrence Form

Said insurance must also include coverage for products completed operations, independent contractors, personal injury, property damage, and advertising injury.

Products – Completed Operations Aggregate $4,000,000

Each Occurrence $2,000,000

The policy must be endorsed to include the following additional insured language: "The City of Chandler, its agents, representatives, officers, directors, officials, employees, and volunteers shall be named as an additional insured with respect to liability arising out of the activities performed by Contractor." This endorsement may not contain an exclusion or limitation of completed operations coverage as regards the additional insured except with respect to the stated aggregate limits of liability.

The policy may not exclude the explosion/collapse/underground (“xcu”) hazard.

2. Worker’s Compensation and Employers' Liability

Workers' Compensation Statutory

Employers' Liability

Each Accident $1,000,000

Disease – Each Employee $1,000,000

Disease – Policy Limit $1,000,000

Policy shall contain a waiver of subrogation against the City of Chandler.

3. Tech E&O and Network Security & Privacy Liability Insurance (Cyber)

In addition to the insurance requirements set forth in the Agreement, Contractor agrees to provide the following insurance coverage and limits of coverage as part of this Agreement.

Per Loss $5,000,000

Aggregate $5,000,000

The policy shall cover professional misconduct or lack of ordinary skill for those positions defined in the Scope of Services of this Agreement. In the event that the professional liability insurance required by this Agreement is written on a claims-made basis, Contractor warrants that any retroactive date under the policy shall precede the effective date of this Agreement; and that either continuous coverage will be maintained for an extended discovery period will be exercised for a period of two (2) years beginning at the time work under this Agreement is completed. If such insurance is maintained on an occurrence form basis, Contractor shall maintain such insurance for an additional period of one (1) year following termination of Agreement. If such insurance is maintained on a claims-made basis, Contractor shall maintain such insurance for an additional period of three (3) years following termination of the Agreement. If Contractor contends that any of the insurance it maintains pursuant to other sections of this clause satisfies this requirement (or otherwise insures the risks described in this section), then Contractor shall provide proof of same.

The insurance shall provide coverage for the following risks:

3.1 Liability arising from theft, dissemination and / or use of confidential information (a defined term including but not limited to bank account, credit card account, personal information such as name, address, social security numbers, etc. information) stored or transmitted in electronic form.

3.2 Network Security Liability arising from the unauthorized access to, use of or tampering with computer systems including hacker attacks, inability of an authorized third party, to gain access to your services including denial of service, unless caused by a mechanical or electrical failure.

3.3 Liability arising from the introduction of a computer virus into, or otherwise causing damage to, a customer’s or third person’s computer, computer system, network or similar computer related property and the data, software, and programs thereon.

3.4 Additional Requirements: The policy shall provide a waiver of subrogation.

B. Additional Insurance Requirements: The policies must contain, or be endorsed to contain, the following provisions: Contractor’s insurance coverage must be primary insurance and non-contributory with respect to the obligations that Contractor has undertaken under this Agreement. The policies must contain a severability of interest clause and waiver of subrogation against the City, its officers, officials, agents, volunteers, and employees, for losses arising from work performed by the Contractor under this Agreement.

C. Notice of Cancellation: Each insurance policy required by the insurance provisions of this Agreement must provide the required coverage and must provider thirty (30) days prior written notice of cancellation to the City except for non-payment of premium for which a ten (10) day notice will be provided. Such notice must be sent directly to the addresses listed below and must be sent by certified mail, return receipt requested:

City of Chandler

Attention: Purchasing Division

P.O. Box 4008, Mail Stop 901

Chandler, Arizona 85244-4008

Phone: (480) 782-2400

Email: purchasing@chandleraz.gov

With a copy to: Office of the City Attorney

Attention: Risk Management

175 South Arizona Avenue

P.O. Box 4008 Mail Stop 602

Chandler, Arizona 85244-4008

Phone: (480) 782-4640

Fax: (480) 782-4652

Email: legal.notices@chandleraz.gov

D. Acceptability of Insurers: Insurance is to be placed with insurers duly licensed or approved unlicensed companies in the State of Arizona and with an "A.M. Best" rating of not less than A- VII. City in no way warrants that the above-required minimum insurer rating is sufficient to protect Contractor from potential insurer insolvency.

E. Verification of Coverage: Contractor must furnish City with certificates of insurance (ACORD form or equivalent approved by City) as required by this Agreement. The certificates for each insurance policy are to be signed by a person authorized by that insurer to bind coverage on its behalf. All certificates and endorsements are to be received and approved by City before work commences. Each insurance policy required by this Agreement must be in effect at or prior to commencement of work under this

Agreement and remain in effect for the duration of the Agreement. Failure to maintain the insurance policies as required by this Agreement or to reasonably provide evidence of renewal is a material breach of this Agreement. All certificates required by this Agreement must be sent directly to the City of

Chandler Information Technology Department with a copy to Risk Management as the addresses listed in Section C. The Agreement number and description are to be noted on the certificate of insurance.

At City’s request, Contractor must make certified copies of all insurance policies required by this

Agreement available for City’s review through a representative and at Contractor’s most proximate business location.

F. Approval: Any modification or variation from the insurance requirements in this Agreement must have prior approval from the Office of the City Attorney, whose decision will be final. Such action will not require a formal contract amendment but may be made by administrative action.

mailto:purchasing@chandleraz.gov

End of Addendum

Christina Pryor, CPPO

Procurement and Supply Senior Manager

Email: christina.pryor@chandleraz.gov mailto:christina.pryor@chandleraz.gov