Water Draft SOW.pdf

DRAFT

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EXHIBIT A

Overview of Services Requested

1. Scope of Services (SOS)

A. Purpose: The Department of Finance Office of Enterprise Risk Management is responsible for the development and maintenance of a comprehensive, computerized risk and claims information network (Risk Management Information System – RMIS) to capture, manage and report on enterprise-wide exposures and risk. The objective of the RMIS is to identify, assess and manage the City’s total cost of risk and automate risk management processes and workflows.

B. Project Scope: Provide and implement a web-based, cloud-based RMIS to help ensure accurate and consistent tracking and reporting of claims, incidents, policies, locations, risk assessment tools, and subrogation management.

i. Incidents – The vendor shall work with client to configure and deploy a standard incident reporting layout for Citywide departments to report incidents directly. The vendor and client will collaborate on the layout of the fields for each type of incident along with any workflows which may be triggered by the creation or editing of such incident records. The system shall have the ability to manage and store incident records.

ii. Claims – The vendor shall work with client to configure and deploy the standard claims administration features of the service. The vendor and client will collaborate on the layout of the fields for each type of claim along with any workflows which may be triggered by the creation or edit of such claim records. Client will be administering property and liability claims in the system, but no Workers’ Compensation (WC) claims administration tools/features will be set up as client uses a Third-Party Administrator (TPA) for WC TPA services. The system shall have the ability to manage and store claim records. Client receives a feed once a month at a scheduled time from the WC TPA.

iii. Insurance Policy Management – The vendor shall work with client to configure and deploy policy/program management features of the service to allow for the storing and management of the client’s insurance policy data. The system shall have the ability to track, manage and store insurance policies. This feature shall have the ability to monitor policy expirations and automate process workflows.

iv. Locations/Organizational Structure – The vendor shall work with client to configure and deploy a hierarchy of Citywide locations. Locations shall correlate with user access and functionality of all modules and processes. A list of users will be permission based.

v. Certificates of Insurance - The vendor shall work with client to configure and deploy a module for Certificates of Insurance tracking for third party insureds such as tenants, vendors, contractors, and customers. This feature shall have the ability to monitor policy expirations and automate related process workflows.

vi. Bond Management - The vendor shall work with client to configure and deploy a module for Bond Management tracking for third party insured. This feature shall have the ability to monitor bonds and automate related process workflows.

vii. OCR Scanning – The vendor shall work with the client to configure and deploy Optical Character Recognition (OCR) functionality for mapping specified data from scanned documents to data files, such as the COI Accord Form. Client wants the feature to match the industry standard.

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viii. Safety – The vendor shall work with the client to configure a robust incident and injury module that provides SMS notification, accident investigation and Root Cause Analysis (RCA), workflow functionality, real time notification and the ability to upload documents and download full reports of all fields.

ix. Risk Management Portal – The vendor shall work with the client to configure and deploy an internal link to be placed on the City’s SharePoint drive &/or single-sign on (SSO) protocol. This link will be on the Department of Finance Office of Enterprise Risk Management SharePoint page.

x. Vehicle Management – The vendor shall work with the client to configure and deploy the standard vehicle management features to allow for a vehicle register including the city vehicle number, make, model, year, VIN number and departmental location.

xi. Contract Management – The vendor shall work with the client to configure and deploy a module to report, track, manage and store documents for Citywide projects. This feature shall include dashboard and email automatization capabilities.

xii. Subrogation Management – The vendor shall work with client to configure and deploy a module to report, track, manage and store subrogation claims and documents.

xiii. Risk Management Invoice and Deposit Tracking – The vendor shall work with the client to configure and deploy a module to report, track, manage and store documents related to invoices, payments, and deposits. (IE Payments and deposits for specialty items such as FEMA claims/deposits, ERM Event Planning payment tracking, budgeting, and forecasting.)

2. User Licenses

The vendor shall work with the client to set up user licenses specific to the appropriate access that should be granted Citywide.

3. Functionality Required

The vendor shall work with the client to deploy the functionality required for the client’s SOS. Please see Attachment A.

4. Client’s Roles and Responsibilities

Client will identify a system administrator who will be responsible for working with the vendor to implement the service and to provide ongoing production support to Client’s users. The system administrator will also be responsible for setting up, assigning security rights, and maintaining user IDs for all users. The City will provide a system administrator based on the request from the vendor.

5. Implementation

Implementation is the process of configuring the service for use by client including system settings, supporting client in loading data, training users, and other work identified in this SOS. The implementation phase is completed when the client can utilize the service platform for the purposes described in the project scope and the

3 | P a g e system is fully operational. Client’s provision of timely and accurate specifications, direction and feedback is essential to the implementation. The vendor provides implementation for a fixed price based on reasonable estimates. This process requires collaboration between the vendor and the client to evaluate and resolve data anomalies uncovered throughout the implementation process. Both parties understand that time is of the essence with regards to the implementation and agree to use reasonable and good faith efforts to promptly complete the implementation. Expectation is to have the implementation completed within 90 days from the contract award date.

6. Hosting

A. Vendor will provide data hosting for claims and incidents. In addition, the vendor will provide a digital storage searchable file attachment hosting. The additional hosting should be available at any time during the terms of the contract. The City Information Systems Standards Checklist from AIM will provide the security requirements for hosting.

7. Ongoing Support

A. After implementation is completed, the vendor shall work with client to provide the following ongoing service and support within 24 hours of submittal.

i. Carrier / TPA Claims Data Ongoing Processing

ii. Maintenance of Automated Interfaces, Imports & Extracts To / From Third Party Systems

iii. Professional service hours are specified hours agreed between the vendor and the client for work performed by the vendor on behalf of the client. Additional service hours will be determined in the negotiation process; they must be approved by the Chief Risk Officer and Account Executive for the vendor. Examples include:

a. Helpdesk support and troubleshooting for users.

b. User training

c. General assistance utilizing the Service.

d. Configuration of features for Client’s use

e. Maintenance of screens and system configurations as workflows evolve.

f. Configuration of customized reports

g. Maintenance or modification of any import or export scripts

h. Attendance in meetings

i. Project management tasks and administration

8. Pricing and Invoice Schedule

The vendor shall provide a detailed breakdown of the prices for user licenses and services according to the terms of this SOS. Contract shall be two years with (1) two year renewal options.