7-Exhibit I - End Users.pdf

276 KB Posted

Attached to
RFP Customer Information System (CIS) Software
Solicitation number
25-0128
Issued by
Tarrant County, Texas

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This document is Exhibit I - End-Users for Naviline, detailing the current user base across various departments within a water utility organization. The exhibit provides a comprehensive breakdown of staff allocation and system usage across multiple departments, including Water Customer Relations, Meter Services, Pretreatment, Conservation, Development Services, Security, Storm Water, Code Compliance, and Water Information Technology. The total staff count is 297 employees, with Water Customer Relations having the largest contingent at 116 staff members.

The exhibit categorizes staff roles across four key dimensions: Subject Matter Expert (SME), Working Ability/Knowledge, Reporting, and System Administration/Technical. Each department's staff are mapped across these dimensions for different systems including CIS/CRM, Mobile, Cashiering, and Water System Administration Technical. The document reveals granular details about staff roles, such as Account Technicians, Customer Solutions Analysts, Supervisors, and Specialists, with specific emphasis on their system interaction levels and functional responsibilities. The detailed matrix allows for a clear understanding of system access, knowledge levels, and operational capabilities across the organization's various departments and functional groups.

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EXHIBIT I – END-USERS

The following list of current Naviline End-Users is provided as a reference for Responders for pricing in Attachment X, Pricing Schedule.

Line Column Heading Definition

1 SME This resource understands the business processes, the drivers behind the business processes, and the impacts a business process has on other functions.

2 Working Ability / Knowledge

This resource routinely uses business processes as part of their assigned responsibilities.

3 Reporting

• This resource can develop reports including the data captured in this business process; and/or

• This resource uses reports based on this business process as part of their assigned responsibilities

4 System Administration / Technical

This resource requires training and is responsible for supporting the system, establish security, monitoring troubleshoot background processes, etc.

Summary

Department # of Staff Code Compliance 81

Conservation 6 Development Services 2 Water Information Technology 10 Meter Services 55

Meter Service Superintendent & Administrator 3 Meter Service AMI Technician 10 Meter Service Supervisors 6 Meter Service Field Operations & Mobile 35

Customer Solutions Analyst 1 Lab 11 Pretreatment 12 Security 2 Transportation Public Works 2 Water Customer Relations 116

Water Director 1 Billing and Accounting 21 Business Process Analyst 3 Call Center 61 Quality Management / QM 8 Water Applications 21 Water Customer Relations Manager and Admin 3

Grand Total 297

Water Customer Relations

Department Role # of Staff CIS/CRM Mobile Cashiering

Water System Administration

Technical

Read Only SME

Working Ability /

Knowledge Reporting SME

Working Ability /

Knowledge

SME

Working Ability /

Knowledge

SME

Working Ability /

Knowledge Water Director Assistant Water Director 1 1

Water Customer Relations Manager Water Customer Relations Manager 1 1 1

Administrator Assistance 2 2 2 Billing and Accounting Billing and Accounting Manager 1 1 1 1

Accounting Services Supervisor 1 1 1 1 Accounting Accountant 4 4 4

Billing and Accounting Sr. Account technician 1 1 1

Billing Customer Solutions Analyst 1 1 1 1 Billing Senior Account Technician 4 4 4

Billing Quality Improvement Specialist 1 1 1

C&C Treasury Supervisor Credit and Collection 1 1 1 1 1 1

C&C Senior Account Technician 2 2 2

C&C Customer service Info Spec Cashier 5 5 5 5 5 5

Business Process Analyst Senior Account Technician 1 1 1 1 Business Process Analyst 1 1 1 1

Quality Improvement Specialist 1 1 1 1 Call Center Customer Service Manager 1 1 1 1

Customer Service Supervisor 4 4 4 4 Call Center Customer Service Rep 50 50 Quality Improvement Specialist 4 4 Quality Management / QM Senior Management Analyst 1 1 1 1

Management Analyst 1 1 1 1 1 Call Center Analyst 1 1 1 1 Senior Customer Service Rep 3 3 3 3 Quality Improvement Specialist 2 2 2 2 Water Applications Water Customer Service Manager 1 1 1 1

Quality Improvement Specialist 1 1 1

Water App Customer Service Supervisor 1 1 1 1

Water App Sr Account Technician 6 6 8

Delinquency Customer Service Supervisor 1 1 1 1

Delinquency Customer Service Rep 8 8 8

Wholesales Customer Solutions Analyst 1 1 1 1

Water Customer Relations Wholesales Sr Account Tech 2 2 2 Water Customer Relations Total User for Roles 116 3 30 112 63 6 6

Meter Services, Pretreatment, Conservation, Development, Security, Storm Water, Code Compliance, Water Information Technology

Department Role # of Staff CIS/CRM Mobile Cashiering

Water System Administration

Technical

Read Only SME

Working Ability /

Knowledge Reporting SME

Working Ability /

Knowledge

SME

Working Ability /

Knowledge

SME

Working Ability /

Knowledge

Meter Service

Water Systems Superintendent 2 2 1 2 2

AMI Administrator 1 1 1 1 1

Account Technician 10 2 10 10 4

Customer Solutions Analyst 1 1 1 1 1

Meter Service Supervisors 6 9 9 9

Field service for Mobile Devices 35 9 35

Pretreatment

Environmental Program Manager 2 2

Environmental Supervisor 2 2 2

Sr Environmental Specialist 6 6

Environmental Specialist 2 2

Conservation

Management Analyst 2 1 1

Sr Account Technician 2 2

Sr Environmental Specialist 1 1

Conservation Specialist 2 2

Development Service Development Project Coord 1 1

Engineering Technician II 1 1

Code Compliance

Deputy Code Compliance Director 1 1

Code Compliance Supervisor 9 9

Code Compliance Superintendent 2 2

Code Compliance Officer 69 69

Lab Lab Technicians 11 11 11

Storm Water Group Management Analyst 1 1 1 1

Senior Account Technician 1 1 1

Security Lake Worth Security Coordinator 1 1

Sr Construction Inspector 1 1

Water Information Technology Water Information Technology 10 10 10 10 10 10 10 10 10 10

Meter Services, Pretreatment, Conservation, Development, Security, Storm Water, Code Compliance, Water Information Technology

Total Users for Roles 181 89 24 62 46 23 49 10 10 10 10 eXHIBIT i – END-USERS

File details come from the government source that posted it. Updated .