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HomeMy WebLinkAboutSELECTRON TECHNOLOGIES, INC - 2002-03-20 sU )B ," Contracts Checklist for Submittal to City Clerk's Office h=t (Please transmit this form when your contract is ready to be filed in the City Clerk's office) To: Connie Brockway, City Clerk x5404 1. Name of Contractor: Selectron Technologies Z 2. Purpose of Contract: For Example:Audit Services or Water Quality Testing Huntington Lake—Huntington Central Park Develop and install Interactive Voice Recognition System for Citywide Permitting System. 3. Expiration Date: If no expiration date, please put a tentative expiration date so the City Clerk's office can inquire of your department if the file is ready to inactivate. Mars , 4. Amount of Contract: A. Is the attached contract RELATED to a PREVIOUSLY SUBMITTED contract(renewal/amendment/etc)? ❑YESq NO B. Did you attach the LIST OF CONSULTANTS from whom proposals were requested-pursuant to HBMC 3.03.100? j2L.YES❑ N/A OR Is the attached con'ract a SOLE SOURCE? ❑ YES❑ N/A C. Did you attach a COPY of the insurance certificate/waiver and send the ORIGINAL to Risk Management? J(YES PLEASE INCLUDE: CITY CLERK'S OFFICE USE ONLY: Category Data Entty 411 P O .07 Alpha Numwdc ID I k Y Sot Beverly Braden 600.1 or •600.30 Pending Name/Extension 3;a� -- p R���c,lsrwll Buildinq IM10raCA VA JD-(,4- ��cv�n, �c7vt S'yrfti•�. — Department �. 4-05-02 � gv'"'',,X�r•,�' Sys� Date RECORDS DIV:Check Clty Clerk's Database for Existing File. 0 DONE g1forms/city clerk contract checklist doc INSURANCE AND INDEMNIFICATION WAIVER �y, jo. MODIFICATION REQUEST 1. Requested by: Beverly Braden 2. Date: March 12, 2002 3. Name of contractor/permittee: Selectron Technologies, Inc. 4. Description of work to be performed: Providing both a hardware/software for an Interactive Voice Response system to intergreate w/City's new permit software from Municipal Software. 5. Value and length of contract: $107,636: Approx. .18 months 6. Waiver/modification request: $5,000 deductible/Professional Liability Insurance 7. Reason for request and why it should be granted: Unable to comply with the City's zero deductible requirement. 8. Identify the risks to the City in approving this waiver/modification: None: billed to insured. 3 l .6 oz Department Head Signature Date: .. ... ......._ APPROVALS . Approvals must be obtained in::. order listed on this farm': Two approvals are.required fora request to be granted Approval from the Clty Adrnmisfrator's Office;': .nly required If R': k Management and the City Attorneys................ ffice disagree< 1. Risk Management Approved ❑ Denied ��" Z-- ignature Date 2. �City Attorney's Office Approved ❑ Denied 06V y �Z SignaturA Date 3. City Administrator's Office O—Approved . ❑ Denied Wf 0 Z Signs ure Date If approved, he completed walve;rlmodlfcafion rquest rs to be submitted to;the City Attorneys;Office efong with the contract for approva Once the contract.has been approved,' this for: is to 6e filed with the.:Risk Management Dlvislor of Admmistrative Services In.iiranra Inrlamnifiratinn Waivar tint vig/ng 1n•R'l AM 03/12/2002 TUE 10:24 FAX 1 101 417 92 USI CGN 11002 t_Lze 1r _,.4 25n SELECINC ACORN, CERTIFICAME OF LIABILITY INSUR CE DATE(MM/OD/YY) 03/12/02 pROOUCER THIS CERTIFICATE IS UED AS A MATTER OF INFORMATION Campbell Galt & Newlands Inc ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE 700 NE Multnomah, Suite 1300 HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. Portland, OR 97232 503 2 2 4-8 3 9 0 INSURERS AFFORDING COVERAGE tN6UAED _!n Empneral Union loyer Ins Company_ Selettron Technologies, IncNSURERA:Ameriq n: INSURER B:Commerci-a1 Ge PO Box 2115 Tualatin, OR 97062.21 15 __. _ INSURERC:Safeco Insurance Company - IN6VRER O;Ad_miral Insurance Company INSURER E: COVERAGES THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWIfl-ISTANDINC ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS,EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. RI TrPEOFINSURANCE tOYNUBER ONO LIMBS A GENERAL LIABILITY AOR743280 12/21/01 12/21/02 EACH OCCURRENCE 1.31 000, 000 X COMMERCULLGENERALLIABIL)TY I FIRE DAMAGE(Arlyona ire slog•_, 000 — CLAIMSMAD4XIOCCUR MEDEXP(Anyeneperson) SE), 000 PERSONAL A ADV INJURY S 1, 000, 0.00 GENERALAGGREOATE f .._. 000..000 PLAGGREGATEL[MITAPPLIESPER: PRODUCTS-COMPIOPAGO s2 000,000 PRO- _..... ._. POLICY; LOG B AUTOMOBILBLIABIUTY !COAS85006 : 12/21/01 �12/21/02 COMBINED SINGLE LIMIT 'S1 000, 000 X ANY AUTO - '(Ee3teldenl) •, ALL OWNED AUTOS APPROVED AS TO P•O M:' BODILYINJURY t SCHEDULED AUTOS GAIL TTON, Cit.' Attorney I(Perperyon) X ,HIRED AUTOS By: Deputy Ci y Attorney BODILYINJURY t X NON-OWNED AUTOS I I(Per accident) PROPERTY DAMAGE I S i44 (Per Ooeldenl) GARAGE LIABILITY Q�1/s r AUTO NL E CCIDEN ANY AUTO / _ 0 Y AA T F,_. 3� g c:^.ct !:z.. .•. •- „:`• .I .I,;r..,., ''@ OTH s N EA ACC 9 ,d`-: `4•ds:. .:'ia•a,:4->:2l' I;:i-.-,S�,.s,ck7s 'T.a'',_ :IpUT�-O TI AGO 1$ B I ExCESSLIABIUTY CODW64681 12/21/01 12/21/02 ,EACH OCCURRENCE_ 92,000_Q00_ I�1I OCCUR u CLAIMS MAOF� AGGREGATE ..... ;$2, 000,00O S DEDUCTIBLE I $ .._ XI RETENTION 310000 S C I WORKERS COMPENSATION AND �02WC59281510 04/01/01 104/01/02 1 X OCSTATU_ :OEq EMPLOYERS LIABILITY E.L.EACH ACCIDENT 4- L4PLG `s500, 000 LE.L;O�ISEASE-EAE ,SOO, OOO I E1 L.Dlsease_'OLlc 500 000 D OTHER Professional A02PL14857 O1/31/02I01/31/03I $$1, 000, 000 Each Claim Liability: Aggregate $5, 000 Deductible DESCRIPTION OF OPERATIONS/LOCATIONSNEHIOLE9/EXCLUSIONS ADDED BY ENDORSEMENTISPECIAL PROVISIONS RE: Contract City of Huntington Beach, its Agents, Officers and Employees are named as additional insureds per attached endorsement CG2010. Additional insured endorsement does not apply to the workers Compensation or Professional Liability policies_ CERTIFICATE HOLDER TADOITIONAL112GAIREMINSUFIERLETTE11 CANCELLATION SHOULDANYOFTHEABOVE DESMUEOPOLICES BE GNDEL.LED BEFORETHE EXPIRATION City of Huntington Beach - DATETHEREOF,THE ISSUING INSURER WILLIIDDJTAQ91113MAAIL30 DATswwrTEN Attn Chrissie Mendoza NOTICETOTHE CERIFICATEHOLDERNAMEDTOTHELEFTja Risk Management Dept Room 2000 Main St; PO Box 190 Huntington Beach, CA 92648 R ED REPRE§&NTATIVE ACORD 25-S(7/9T)1 of 2 #S 4 5 9 8 5/M4 5 6 6 6 11A 0 ACORD CORPORATION I9U 03/12/2002 TITE 10:24 FAX 1 503 417 9252 USI CGN 0 003 POLICY NUMBER: AOR743 2 8 0 COMMERCIAL GENERAL LIABILITY THIS ENDORSEMENT CHANGES THE POLICY. PLFASE READ IT CAREFULLY. ADDITIONAL INSURED - OWNERS, LESSEESS or CONTRACTORS [FORM B] This endorsement modifies insurance provided under the following: COMMERCIAL GENERAL LIABILITY COVERAGE PART SCHEDULE Name of Person or Organization: City of Huntington Beach Attn Chrissie Mendoza Risk Management Dept 2000 Main St; PO Box 190 Huntington Beach, CA 92648 {If no entry appears above, information required to complete this endorsement will be shown in the Declarations as applicable to this endorsement.} WHO IS AN INSURED(Section II) is amended to include as an insured the person or organization shown in the Schedule,but only with respect to liability arising out of"your work'for that insured by or for you. RE: Contract City of Huntington Beach, its Agents, officers and Employees are named as additional insureds per attac'hed endorsement CG2010. Additional insured endorsement does not apply to the Workers Compensation or Professional Liability policies. AT D A TO FORM: T GkIL HUTTON, City Attcrna�5 1�©mot�y C1}/y/c'�ttorneB CG20101185 Su iiy e PROFESSIONAL SERVICE CONTRACTS Hurib i&azhm' PURCHASING CERTIFICATION 1. Requested by: Beverly Braden 2. Date: February 13, 2002 3. Name of consultant: Selectron Technologies, Inc. 4. Description of work to be performed: Design & install Interactive Voice Response System 5. Amount of the contract: $120,000.00 6. Are sufficient funds available to fund this contract?' ® Yes, ❑ No 7. Company number and object code where funds are budgeted: 301.56001. 8. Is this contract generally described on the list of professional service contracts approved by the City Council'? ® Yes, ❑ No 9. Is this contract within $25,000 or 25% (whichever is less) of the amount stated on the list of professional service contracts approved by the City Council?' ® Yes, ❑ No 10. Were (at least) informal written proposals requested of three consultants? ® Yes, ❑ No 11. Attach list -of consultants from whom proposals were requested (including a contact telephone number). 12. Attach proposed scope of work. 13. Attach proposed payment schedule. VA4 I ARD AM DRIL, Manager Purchasing/Central Services If the answer to any these questions is"No,"the contract will require approval from the City Council. Purchasing Certification 3/18/2002 1:36 PM �OGuw+Qn�%�-7Z B✓1 Citywide Permit System - Interactive Voice Response System Consultant List Selectron Technologies, Inc. (888) 293-2120 C/o David Fay P.O. Box 2115 Tualatin, OR 97062 Kiva (801) 495-9300 C/o Orlan L. Cahoon 9662 .South 700 East Sandy, UT 84070 Vodavi Technology, Inc. Co. (770) 662-1500 6961 Peachtree Ind. Blvd. Norcross, GA 30092 PROFESSIONAL SERVICES CONTRACT BETWEEN THE CITY OF HUNTINGTON BEACH AND Selec.LponTGchnot���s, =n�. FOR Z►�-FeM� L>+1 V Vo i G,*- Re cOc n z- .S y G4em THIS AGREEMENT ("Agreement") is made and entered into this day of MQ 1r , 2082, by and between the City of Huntington Beach, a municipal corporation of the State .of California, hereinafter referred to as "CITY; and �e I-e-c4-pinv%jizh nn1ne3;eS,,7Cric- , a ()regain C0f1n0rd4;n►1 hereinafter referred to as "CONSULTANT." WHEREAS, CITY desires to engage the services of�.�,�a,,, consultant to de�i9 n_exh& ins4alI Tin4eX_ackiye_Voice.Aesye�n 'and Pursuant to documentation on file in the office of the City Clerk, the provisions of the Huntington Beach Municipal Code, Chapter 3.03, relating to procurement of professional service contracts have been complied with; and CONSULTANT has been selected to perform these services, NOW, THEREFORE, it is agreed by CITY and CONSULTANT as follows: 1. SCOPE OF SERVICES CONSULTANT shall provide all services as described in Exhibit "A" which is attached hereto and incorporated into this Agreement by this reference. These services shall sometimes hereinafter be referred to as the "PROJECT." CONSULTANT hereby designates ya I e-ri e- Pi Amok who shall represent it and be its sole contact and agent in all consultations with CITY during the performance of this Agreement. agree/fomis/profserv10/15/01 1 2. CITY STAFF ASSISTANCE CITY shall assign a staff coordinator to work directly with CONSULTANT in the performance of this Agreement. 3. TERM; TIME OF PERFORMANCE Time is of the essence of this Agreement. The services of CONSULTANT are to commence as soon as practicable after the execution of this Agreement by CITY (the "Commencement Date"). This Agreement shall expire on M ycl ► Iq I unless sooner terminated as provided herein. All tasks specified in Exhibit "A" shall be completed no later than lEamwa, I G , IW3 , from the Commencement Date of this Agreement. These times may be extended with the written permission of CITY. The time for performance of the tasks identified in Exhibit "A" are generally to be shown in Exhibit "A." This schedule may be amended to benefit the PROJECT if mutually agreed to in writing by CITY and CONSULTANT. 4. COMPENSATION In consideration of the perfonmance of the services described herein, CITY agrees to pay CONSULTANT on a time and materials basis at the rates specified in Exhibit "B," a fee, including all costs and expenses, not to exceed On� L undredTtjPP4l-Tjtousand --*Dollars ($ 100,OOo.°'° )• 5. EXTRA WORK In the event CITY requires additional services not included in Exhibit "A" or changes in the scope of services described in Exhibit "A," CONSULTANT will undertake such work only after receiving written authorization from CITY. Additional agree/forms/profservl0/15/01 2 compensation for such extra work shall be allowed only if the prior written approval of CITY is obtained. 6. METHOD OF PAYMENT CONSULTANT shall be paid pursuant to the terms of Exhibit "B," which is attached hereto and incorporated by reference into this Agreement. 7. DISPOSITION OF PLANS, ESTIMATES AND OTHER DOCUMENTS CONSULTANT agrees that title to all materials prepared hereunder, including, without limitation, all original drawings, designs, reports, both field and office notices, calculations, computer code, language, data or programs, maps, memoranda, letters and other documents, shall belong to CITY, and CONSULTANT shall turn these materials over to CITY upon expiration or termination of this Agreement or upon PROJECT completion, whichever shall occur first. These materials may be used by CITY as it sees fit. 8.' HOLD HARMLESS CONSULTANT hereby agrees to protect, defend, indemnify and hold harmless CITY, its officers, elected or appointed officials, employees, agents and volunteers from and against any and all claims, damages, losses, expenses, judgments, demands and defense costs (including, without limitation, costs and fees of litigation of every nature or liability of any kind or nature) arising out of or in connection with CONSULTANT's (or CONSULTANT's subcontractors, if any) negligent performance of this Agreement or its failure to comply with any of its obligations contained in this Agreement by CONSULTANT, its officers, agents or employees except such loss or damage which was caused by the sole negligence or willful misconduct of CITY. CITY agree/forms/profservl Oil 5101 3 shall be reimbursed by CONSULTANT for all costs and attorney's fees incurred by CITY in enforcing this obligation. CONSULTANT will conduct all defense at its sole cost and expense and CITY shall approve selection of CONSULTANT's counsel. This indemnity shall apply to all claims and liability regardless of whether any insurance policies are applicable. The policy limits do not act as limitation upon the amount of indemnification to be provided by CONSULTANT. 9. PROFESSIONAL LIABILITY INSURANCE CONSULTANT shall obtain and furnish to CITY a professional liability insurance policy covering the work performed by it hereunder. This policy shall provide coverage for CONSULTANT's professional liability in an amount not less than One Million Dollars ($1,000,000.00) per occurrence and in the aggregate. The above- mentioned insurance shall not contain a self-insured retention, "deductible" or any other similar form of limitation on the required coverage except with the express written consent of CITY. A claims-made policy shall be acceptable if the policy further provides that: A. The policy retroactive date coincides with or precedes the initiation of the scope of work (including subsequent policies purchased as renewals or replacements). B. CONSULTANT shall notify CITY of circumstances or incidents that might give rise to future claims. CONSULTANT will make every effort to maintain similar insurance during the required extended period of coverage following PROJECT completion. If insurance is terminated for any reason, CONSULTANT agrees to purchase an extended reporting agree/forms/profserv10/15/01 4 provision of at least two (2) years to report claims arising from work performed in connection with this Agreement. 10. ' CERTIFICATE OF INSURANCE Prior to commencing performance of the work hereunder, CONSULTANT shall furnish to CITY a certificate of insurance subject to approval of the City Attorney evidencing the foregoing insurance coverage as required by this Agreement; the certificate shall: A. provide the name and policy number of each carrier and policy; B. shall state that the policy is currently in force; and C. shall promise that such policy shall not be suspended, voided or canceled by either party, reduced in coverage or in limits except (after thirty (30) days' prior written notice; however, ten (10) days' prior written notice in the event of cancellation for nonpayment of premium. CONSULTANT shall maintain the foregoing insurance coverage in force until the work under this Agreement is fully completed and accepted by CITY. The requirement for carrying the foregoing insurance coverage shall not derogate from CONSULTANT's defense,hold harmless and indemnification obligations as set forth in this Agreement. CITY or its representative shall at all times have the right to demand the original or a copy of the policy of insurance. CONSULTANT shall pay, in a prompt and timely manner,the premiums on the insurance hereinabove required. agree/forms/profserv10/15/01 5 11. INDEPENDENT CONTRACTOR CONSULTANT is, and shall be, acting at all times in the performance of this Agreement as an independent contractor herein and not as an employee of CITY. CONSULTANT shall secure at its own cost and expense, and be responsible for any and all payment of all taxes, social security, state disability insurance compensation, unemployment compensation and other payroll deductions for CONSULTANT and its officers, agents and employees and all business licenses, if any, in connection with the PROJECT and/or the services to be performed hereunder. 12. TERMINATION OF AGREEMENT All work required hereunder shall be performed in a good and workmanlike manner. CITY may terminate CONSULTANT's services hereunder at any time with or without cause, and whether or not the PROJECT is fully complete. Any termination of this Agreement by CITY shall be made in writing, notice of which shall be delivered to CONSULTANT as provided herein. In the event of termination, all finished and unfinished documents, exhibits, report, and evidence shall, at the option of CITY, become its property and shall be promptly delivered to it by CONSULTANT. 13. ASSIGNMENT AND DELEGATION This Agreement is a personal service contract and the work hereunder shall not be assigned, delegated or subcontracted by CONSULTANT to any other person or entity without the prior express written consent of CITY. If an assignment, delegation or subcontract is approved, all approved assignees, delegates and subconsultants must satisfy the insurance requirements as set forth in Sections 9 and 10 hereinabove. agree/forms/profserv10/15/01 6 14. COPYRIGHTS/PATENTS CITY shall own all rights to any patent or copyright on any work, item or material produced as a result of this Agreement. 15. CITY EMPLOYEES AND OFFICIALS CONSULTANT shall employ no CITY official nor any regular CITY employee in the work performed pursuant to this Agreement. No officer or employee of CITY shall have any financial interest in this Agreement in violation of the applicable provisions of the California Government Code. 16. NOTICES Any notices, certificates, or other communications hereunder shall be given either by personal delivery to CONSULTANT's agent (as designated in Section 1 hereinabove) or to CITY as the situation shall warrant, or by enclosing the same in a sealed envelope, postage prepaid, and depositing the same in the United States Postal Service, to the addresses specified below. CITY and CONSULTANT may designate different addresses to which subsequent notices, certificates or other communications will be sent by notifying the other party via personal delivery, a reputable overnight carrier or U. S. certified mail-return receipt requested: TO CITY: TO CONSULTANT: City of Huntington Beach gu�')d 1'ng d Scl a c-From )cchh o�oars Tnc. ATTN: koss Cranilatr, sa+'eAgZf ec�or P n.PSo�C 2lIS 2000 Main Street Huntington Beach, CA 92648 Teat 1 oL 4---n , OR A4 , Pram'd6n-L- agree/forms/profserv10/15/01 7 17. CONSENT When CITY's consent/approval is required under this Agreement, its consent/approval for one transaction or event shall not be deemed to be a consent/approval to any subsequent occurrence of the same or any other transaction or event. 18. MODIFICATION No waiver or modification.of any language in this Agreement shall be valid unless in writing and duly executed by both parties. 19. SECTION HEADINGS The titles, captions, section,paragraph and subject headings, and descriptive phrases at the beginning of the various sections in this Agreement are merely descriptive and are included solely for convenience of reference only and are not representative of matters included or excluded from such provisions, and do not interpret, define, limit or describe, or construe the intent of the parties or affect the construction or interpretation of any provision of this Agreement. 20. INTERPRETATION OF THIS AGREEMENT The language of all parts of this Agreement shall in all cases be construed as a whole, according to its fair meaning, and not strictly for or against any of the parties. If any provision of this Agreement is held by an arbitrator or court of competent jurisdiction to be unenforceable, void, illegal or invalid, such holding shall not invalidate or affect the remaining covenants and provisions of this Agreement. No covenant or provision shall be deemed dependent upon any other unless so expressly provided here. As used in this Agreement, the masculine or neuter gender and singular or plural number shall be deemed to include the other whenever the context so indicates or requires. agree/forms/profsery 10/15/01 8 Nothing contained herein shall be construed so as to require the commission of any act contrary to law, and wherever there is any conflict between any provision contained herein and any present or future statute, law, ordinance or regulation contrary to which the parties have no right to contract, then the latter shall prevail, and the provision of this Agreement which is hereby affected shall be curtailed and limited only to the extent necessary to bring it within the requirements of the law. 21. DUPLICATE ORIGINAL The original of this Agreement and one or more copies hereto have been prepared and signed in counterparts as duplicate originals, each of which so executed shall, irrespective of the date of its execution and delivery, be deemed an original. Each duplicate original shall be deemed an original instrument as against any party who has signed it. 22. IMMIGRATION CONSULTANT shall be responsible for full compliance with the immigration and naturalization laws of the United States and shall, in particular, comply with the.provisions of the United States Code regarding employment verification. 23. LEGAL SERVICES SUBCONTRACTING PROHIBITED CONSULTANT and CITY agree that CITY is not liable for payment of any subcontractor work involving legal services, and that such legal services are expressly outside the scope of services contemplated hereunder. CONSULTANT understands that pursuant to Huntington Beach City Charter Section 309, the City Attorney is the exclusive legal counsel for CITY; and CITY shall not be liable for payment of any legal services expenses incurred by CONSULTANT. agree/forms/profserv10/15101 9 24. ATTORNEY'S FEES Except as expressly set forth in Section 8 of this Agreement, in the event suit is brought by either party to construe, interpret and/or enforce the terms and/or provisions of this Agreement or to secure the performance hereof, each party.shall bear its own attorney's fees, such that the prevailing party shall not be entitled to recover its attorney's fees from the non-prevailing party. 25. SURVIVAL Terms and conditions of this Agreement, which by their sense and context survive the expiration or termination of this Agreement shall so survive. 26. GOVERNING LAW This Agreement shall be governed and construed in accordance with the laws of the State of California. 27. ENTIRETY The parties acknowledge and agree that they are entering into this Agreement freely and voluntarily following extensive arm's length negotiation, and that each has had the opportunity to consult with legal counsel prior to executing this Agreement. The parties also acknowledge and agree that no representations, inducements, promises, agreements or warranties, oral or otherwise, have been made by that party or anyone acting on that party's behalf, which are not embodied in this Agreement, and that that party has not executed this Agreement in reliance on any representation, inducement, promise, agreement, warranty, fact or circumstance not expressly set forth in this Agreement. This Agreement, and the attached exhibits, contain the entire agreement between the parties respecting the subject matter of this Agreement, and supercede all prior agree/forms/profsery 10/15101 10 understandings and agreements whether oral or in writing between the parties respecting the subject matter hereof. IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed by and through their authorized offices the day, month and year first above written. CONSULTANT, CITY OF HUNTINGTON BEACH, BSc l e c4.1-on�c Inn o l v Q ie s. Tn c. a municipal corporation of the State of California r i o —1 Director of U;1�'in n Ft Sa'gr-4 By: (Pursuant To HB C§3.03.100) -1 Odd Ain print name ITS: (circle one)Chairman residen ice President APPROVED AS TO FORM: AND ,e- q.y• ,� City Attorney By: l oa y1 REVIEWED AND APPROVED: print name ITS: ircle one)Secretary/Chief Financial Officer/Asst. ecretary—Treasurer " City Administrator (only for contracts over$50,000.00) agree/forms/profsery 10/15101 I I Selectron ® technologies, Inc. Exhibit A— Scope of Work Referencing Selectron Technologies response to RFI, dated February 14, 2002, Selectron Technologies will provide the following system including software and hardware: Interactive Voice Response Workstation (Base System): $34,900.00 Industrial-Grade PC Intel Pentium 4, 1-GHz CPU, 256K Cache 256 MB RAM, 40 GB hard drive CD ROM, 56K Modem, Network Card Large ISA/ PCI Slot backplane Remote Access Software Microsoft Windows 2000 Microsoft Access 2002 Software Voice Permits TM Software Schedule an Inspection Speak Site_Address Cancel an Inspection Permit Based Messaging Obtain Inspection Results VP Reporter Reporting Module Post Inspection Results 4-port User License Additional Modules: SmartFAX (2-Port Faxing Hardware/Software) $3,500.00 T-1 Card $5,000.00 Additional 20-port User License for Voice PermitsTM $20,000.00 ODBC Connectivity $3,500.00 Complaint/Code Enforcement $4,000.00 Fax Inspection Results $2,500.00 Fax Inspection History $2,500.00 Inspection Failure Codes $3,000.00 Permit Verification $4,000.00 Plan Review Status (Spoken/Fax) $6,000.00 Zoning Status—Fax $3,500.00 Dynamic Information System (up to 200 messages & Fax documents) $3,500.00 Business License $6,000.00 Utility Notification— Fax $2,500.00 Design and Development Included On-Site Installation and Training Included Two to five days on-site installation and training, not to exceed two on-site visits One-year warranty on Selectron-provided hardware and software Included From date of System Acceptance Full System Documentation - Included Phone lines and network service required to support the installation Not Included Host Interface Not Included Sales Tax @ 7.75% on materials portion of contract(40% of system) $3,236.40 Total Investment: $ 107,636.40 Optional Modules: Credit Card Processing Module Initial Setup $7,500.00 Credit Card Payments for Business License Module $8,000.00 February 15, 2002 City of Huntington Beach, California Page 1 Selectron Technologies,Inc. PO Box 2115,Tualatin,.OR 97062-2115 phone:(866)878-0048 f:(503)443-2052 i Selectron technologies, Inc. Exhibit B —' Payment Terms ADDITIONAL INFORMATION Additional Voice Ports Hardware: 4-Port Voice Board and application user licenses $ 6,000.00 8-Port Voice Board and application user licenses $12,000.00 12-Port Voice Board and application user licenses $18,000.00 Price includes 12-month parts and labor warranty. Time-and-Materials Billing Rates: Selectron will provide custom programming and non-warranty maintenance customer support on a time-and-materials basis. . Requested design, programming, testing, documentation, implementation work, and customer support will be done at$125.00 per hour. Additional Training and On-Site Support: If additional on-site training is required, it will be provided either on a time-and-materials basis ($125.00 per hour) plus actual expenses or$1,000.00 per day including expenses. Travel and Out-of-Pocket Expenses: All travel and associated expenses for the on-site installation work during the initial setup are included in the Base System price. If the customer requests additional on-site work, travel and out-of-pocket expenses will be billed at actual cost. On-Going Support: An annual maintenance contract will be available for purchase following the warranty period. The contract amount will not exceed 10% of the purchase value of the system and may be less if several of the optional software and hardware modules are purchased. January 21, 2002 City of Huntington Beach, California Page 2 Selectron Technologies, Inc. PO Box 2115,'Tualatin,OR 97062-2115 phone: (866)878-0048 f: (503)443-2052 • • SELECTRON TECHNOLOGIES, INC. SOFTWARE LICENSE AGREEMENT This Selectron Technologies, Inc. ("Company') SLA, or make copies of the software, other than a Software License Agreement ("SLA")is a legal single copy of the Software in machine-readable agreement between the City of Huntington Beach, format solely for backup or archival purposes. CA ("Customer") and Company for the software provided to Customer by Company, which Notice to Users. includes computer software and associated media Customer shall inform all users of the Software of and printed materials, and may include "online" or all terms and conditions of the SLA. electronic documentation ("Software"). By signing below, and/or by installing, copying, or otherwise 3. COPYRIGHT. using the Software, Customer agrees to be bound The Software is licensed, not sold. Title and by the terms of this SLA. copyrights in and to the Software (including any images, "applets," photographs, animations, 1. GRANT OF LICENSE. video, audio, music, and text incorporated into the Subject to the terms of this SLA, Company grants Software), accompanying printed materials, and to Customer, as the only end-user, a non- any copies Customer is permitted to make herein exclusive, non-transferable (except as specifically are owned by Company or its suppliers and are set forth herein), non-assignable, limited license protected by United States copyright laws and (the "License") to install the Software for which international treaty provisions. Therefore, Customer has paid a license fee. The License Customer must treat the Software like any other entitles Customer to use the Software at its copyrighted material (e.g., a book or musical principal place of business on a single computer recording) except that Customer may either (a) or as specifically identified in the Professional make one copy of the Software solely for backup Services Agreement, solely for Customer's or archival purposes,.or (b) transfer the Software internal business use. Except as otherwise to a single hard disk, provided Customer keeps notified by Company, the Software may not be the original solely for backup or archival used in connection with any software not acquired purposes. Customer may not copy the printed from Company specifically for use with the materials accompanying the Software without Software. Company's prior approval. 2. OTHER RIGHTS AND LIMITATIONS. 4. DUAL-MEDIA SOFTWARE. Customer may not rent, lease, distribute, sell, Customer may receive the Software in more than assign, pledge, sublicense, loan, timeshare or one medium. Regardless of the type or size of otherwise use the Software for the commercial media Customer receives, Customer may use benefit of third parties, but Customer may transfer only the single medium that is appropriate for the Software on a permanent basis, provided Customer's single computer. Customer may not Customer retains no copies and the recipient use or install the other media on another expressly agrees in writing to the terms of this computer. Customer may not loan, rent, lease, or SLA. otherwise transfer the other media to another user, except as part of the permanent transfer of Limitation on Reverse Engineering, the Software. Decompilation, and Disassembly. Customer may not reverse engineer, decompile, 5. EXPORT RESTRICTIONS. translate, or disassemble the Software, except The Software is subject to the export control laws and only to the extent that applicable law of the. United States and other countries. notwithstanding this limitation expressly permits Customer may not export or re-export the such activity. Software without the appropriate United States and foreign government licenses. Customer must Other Use Restrictions. otherwise comply with all applicable export control Customer may not use the Software for any laws and shall defend, indemnify and hold purpose other than for use on Customer's own Company and all its suppliers not liable from any internal computer networks, as set forth in this claims arising out of Customer's violation of such Revised I/02 export control laws. Customer further agrees to LIABILITY IN CONNECTION WITH THIS SLA comply with the United States Foreign Corrupt AND THE SOFTWARE, WHETHER IN Practices Act, as amended. CONTRACT OR TORT OR OTHERWISE, WILL NOT EXCEED THE AMOUNT OF LICENSE 6. LIMITED WARRANTY. FEES PAID TO COMPANY HEREUNDER. Company warrants that the Software will perform CUSTOMER ACKNOWLEDGES THAT THE substantially in accordance with ,the LICENSE FEES REFLECT THE ALLOCATION accompanying documentation for a period of one OF RISK SET FORTH IN THIS SLA AND THAT year from the date of System Acceptance, as that COMPANY WOULD NOT ENTER INTO THIS term is defined in the Professional Services SLA WITHOUT THESE LIMITATIONS ON ITS Agreement, Ex. A. Any changes or modifications LIABILITY. to the Software by any person other than Company voids this limited warranty. 8. U.S. GOVERNMENT END USERS. The Software is a "commercial item", as that term THE EXPRESS WARRANTY SET FORTH ABOVE IS IN is defined at 48 C.F.R. 2.101 (Oct. 1995), LIEU OF ALL OTHER WARRANTIES, EXPRESS, IMPLIED consisting of "commercial computer software" and OR STATUTORY, ARISING FROM OR RELATED TO THIS "commercial computer software documentation", AGREEMENT AND ANY SOFTWARE PROVIDED as such terms are used in 48 C.F.R. 12.212 HEREUNDER, INCLUDING, BUT NOT LIMITED TO ANY (Sept. 1995). Consistent with 48 C.F.R. 12.212 IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS and 48 C.F.R 227.7202-1 through 227.7202-4 FOR A PARTICULAR PURPOSE, TITLE, AND NON- (June 1995), the Software is licensed to any U.S. INFRINGEMENT OF THIRD PARTY RIGHTS. CUSTOMER Government End Users (i) only as a commercial ACKNOWLEDGES THAT IT HAS RELIED ON NO end item and (ii) with Only those rights as are WARRANTIES OTHER THAN THE EXPRESS granted to all other end users pursuant to the WARRANTIES IN THIS AGREEMENT. This warranty terms and conditions herein. Manufacturer is disclaimer is made regardless of whether Selectron Technologies, Inc., 19365 S.W. 89" Company knows or had a reason to know of Avenue, P.O. Box 2115, Tualatin, OR 97062, Customer's particular needs. No employee, USA. agent, dealer or distributor of Company's is authorized to modify this limited warranty, or 9. SUPPORT AND MAINTENANCE. make any additional warranties. Customer may purchase Support and Maintenance by entering into a separate Support 7. CUSTOMER REMEDIES. and Maintenance Agreement. Company and its suppliers entire liability and Customer's exclusive remedy for breach of this 10. GOVERNING LAW. limited warranty shall be, at Company's option, This SLA will be governed by the laws of the State of either (a) return of the price paid for the Software, Oregon as such laws apply to contracts between or (b) replacement of the Software. The foregoing Oregon residents performed entirely within Oregon. warranty is void if failure of the Software results The United Nations Convention on Contracts for the from accident, abuse, or misapplication. Any International Sale of Goods does not apply to this replacement Software will be warranted for the Agreement. Any action or proceeding arising from or relating to this Agreement must be brought in the remainder of the original warranty period or thirty federal or state court located in Multnomah County, (30) days, whichever is longer. Outside the United Oregon if brought by Customer, or the federal or state States, neither these remedies nor any product court located in Orange County, California if brought by support services offered by Company are Company, and each party irrevocably submits to the available without proof of purchase from an jurisdiction and venue of any such courts in any such authorized non-U.S. source. action or proceeding. TO THE MAXIMUM EXTENT PERMITTED BY 11. TERM AND TERMINATION. APPLICABLE LAW, IN NO EVENT WILL This SLA shall continue indefinitely, unless COMPANY BE LIABLE FOR ANY terminated earlier in accordance with this Section CONSEQUENTIAL, INDIRECT, EXEMPLARY, 11. Customer may terminate this SLA at any time SPECIAL OR INCIDENTAL DAMAGES, by returning or deleting all copies of the Software INCLUDING ANY LOST DATA AND LOST in Customer's possession and providing PROFITS, ARISING FROM OR RELATING TO Company written notice that Customer has done THIS SLA. COMPANY'S TOTAL CUMULATIVE Revised 1/02 so. (No refund will be provided upon such Severability. termination). Company may terminate this SLA If any provision of this SLA is unenforceable, such (and Customer's right to continue to use the provision will be changed and interpreted to Software hereunder) immediately upon written accomplish the objectives of such provision to the notice if Customer breaches a material term or greatest extent possible under applicable law and condition of this SLA, including Customers failure the remaining provisions will continue in full force to pay fees when due. Sections 3, 5, 6, 7, 8, 10, and effect. Without limiting the generality of the 11, 12 and 13 shall survive any termination of this foregoing, Customer agrees that Section 7 will SLA. remain in effect notwithstanding the unenforceability of any provision in Section 6. 12. CONFIDENTIALITY. The Software contains trade secrets and Entire Agreement. proprietary know-how that belong to Company This SLA constitutes the entire agreement and is being made available to Customer in strict between the parties regarding the subject hereof confidence. ANY USE OR DISCLOSURE OF and supersedes all prior or contemporaneous THE SOFTWARE, OR OF ITS ALGORITHMS, agreements, understandings, and communication, PROTOCOLS OR INTERFACES, OTHER THAN whether written or oral. This SLA may be IN STRICT ACCORDANCE WITH THIS SLA, IS amended only by a written document signed by STRICTLY PROHIBITED AND IS ACTIONABLE both parties. The terms on any purchase order or AS A VIOLATION OF COMPANY'S TRADE similar document submitted by Customer to SECRETS. Company will have no effect. 13. MISCELLANEOUS. Contact Information. Should Customer have any questions concerning Attorneys' Fees. this SLA, or if Customer desires to contact In the event of litigation between Customer and Selectron Technologies, Inc. for any reason, Company concerning the Software or this SLA, please contact us at: Selectron Technologies, the prevailing party in the litigation shall be Inc., 19365 S.W. 89 Avenue, P.O. Box 2115, Tualatin, OR 97062, USA, entitled to recover attorneys' fees and expenses www.selectrontechnolgies.com. from the losing party. Selectron Technologies, Inc. Customer By: To . Johnston By. Ross D. Cranmer Signed: - Signed: C, — Title: Presiders Title: Building & Safety Director Date: �zy(oZ Date: 3-27-02 Address: PO Box 2115 Address: 2000 }gin ,Street Tualatin. OR 97062-2115 Huntington Beach, CA 92648 Revised 1/02 Selectron Technologies, Inc. Support and Maintenance Agreement This Support and Maintenance Agreement(this"Agreement") is entered into as of the Acceptance Date between Selectron Technologies, Inc. ("Company")and the City of Huntington Beach, California("Customer"). For the fees specified below, Company will provide to Customer support and maintenance for the Products, as outlined below and as set forth in Exhibit A,for the term of the Agreement. 1.Term: 5. Support Services: Company shall provide customer support for technical problems-that occur a)The Term of this Agreement shall commence upon when using the Products. Company Software the Acceptance Date (as that term is defined in the Developers will directly handle the Customer issues Professional Services Agreement, Ex. A) of the outlined in the following levels of support. Company product(s) to which this Agreement relates (the "Products"), and shall end on the last day of the 6. Support and Maintenance: twelfth month following the month of the Acceptance Date. A list of the Products is attached as Exhibit A. Standard Support The fee for Standard Support includes: b) If this Agreement is entered into after the a. Telephone Support for installation and Acceptance Date, the Customer will be charged for general use questions during normal the entire Term commencing on the Acceptance Date. business hours (8:30 a.m. to 5:30 p.m. CST, Monday through Friday). 2. Renewal: b. Use of Company's Toll Free Number c. 1 business day relief goal a) The Term of this Agreement will automatically renew for successive terms of one year each unless Premier Support fIVR/lWR only) either party gives written notice of non-renewal prior The fee for Premier Support includes: to thirty (30) days before the end of the then-current a. Telephone Support for installation and term. general use questions during customer's normal business hours b) The Customer shall maintain continuous coverage b. Use of Company's Toll Free Number of its support contracts in order to be eligible for c. 1 business day relief goal telephone support, and other services provided d. 24 Hours, 7 days per week, 365 days per hereunder. If this Agreement is not renewed and the year support for emergency(system down orinoperable)calls Customer later decides to reinstate support services, the Customer must pay all fees that would otherwise Non-emergency calls made after normal business have been paid had this Agreement been renewed hours will be billed at an hourly rate of 1.5 times the without interruption. current day labor rate, with a two hour minimum charge. c) The Customer may request concurrent expiration dates for support agreements purchased at different 7. Hardware Maintenance. Company, at its sole times of the year. The Customer must work directly discretion, may use new or refurbished parts for the with Company to adjust (prorate) their support repair or replacement of any Company provided coverage so the terms of all such agreements expire Hardware. concurrently. 8. Customer Warranty: Customer shall perform all 3. Termination: This Agreement may be terminated necessary preventative maintenance as outlined in by either party upon ninety (90)days written notice to Company's Administrative Guide. If Customer's the other party. Upon termination by Company without failure to perform the required preventative cause or by Customer for material breach, Company maintenance is determined, in Company's reasonable will refund any fees paid for months subsequent to discretion, to be the cause of any support call, termination. Customer will be billed at the current hourly rate. 4. Fees: The Customer shall prepay Company an 9. Response Times: Non-emergency support calls annual fee for the support services as set forth in will be responded to within one business day, Exhibit A. however most calls are handled within two hours of receipt. For Premier Support during non-business Revised 1/02 hours, an answering service takes all support calls. Credit, the Customer must notify Company in writing Calls that are placed as an emergency (system down within 7 days from the time of Downtime. In no event or inoperable)will be dispatched to the on-call support shall any Downtime Credit or the total cumulative staff for response within four hours. Non-emergency damages for a breach of this Agreement by Company calls will be directed to support personnel, and will be be more than the amounts previously paid by responded to the next business day. Customer under this Agreement in the 12 month period immediately preceding the Downtime Credit or 10. Customer Contacts: Three customer support breach. contacts are allowed. Additional contacts may be added at any time for an additional $500.00 per 14. Severability: If any provision of this Agreement contact. Only Customer's customer support contacts is unenforceable, such provision will be changed and may contact Company for support services. interpreted to accomplish the objectives of such provision to the greatest extent possible under Customer's customer support contacts are as set applicable law and the remaining provisions will forth on Exhibit A. Customer may change its continue in full force and effect. Without limiting the customer support contacts upon 30 days written generality of the foregoing, Licensee agrees that notice to Company. Sections 11 and 12 will remain in effect notwithstanding the unenforceability of any provision 11. Warranty Disclaimer: TO THE MAXIMUM in Section 10. EXTENT PERMITTED BY APPLICABLE LAW, THE PRODUCTS AND SERVICES PROVIDED 14. Force Majeure: Any delay in the performance of HEREUNDER ARE PROVIDED TO CUSTOMER "AS any duties or obligations of either party (except the IS" AND COMPANY AND ITS SUPPLIERS payment of money owed) will not be considered a DISCLAIM ALL OTHER WARRANTIES, EITHER breach of this Agreement if such delay is caused by a EXPRESS OR IMPLIED, INCLUDING, BUT NOT labor dispute, shortage of materials, fire,earthquake, LIMITED TO, IMPLIED WARRANTIES OF flood, or any other event beyond the control of such MERCHANTABILITY AND FITNESS FOR A party, provided that such party uses reasonable PARTICULAR PURPOSE, TITLE AND efforts, under the circumstances, to notify the other NONINFRINGEMENT OF THIRD PARTY RIGHTS. party of the circumstances causing the delay and to This limitation on liability is made regardless of resume performance as soon as possible. whether Company knows or had a reason to know of Customer's particular needs. No employee, agent, 15. Independent Contractors: The relationship dealer or distributor of Company is authorized to between Customer and Company is that of an modify this limited warranty, or make any additional independent contractor, and neither party is an agent warranties. or partner of the other. Customer or Company will not have, and will not represent to any third party that it 12. Limitation of Liability: TO THE MAXIMUM has,any authority to act on behalf of either party. EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL COMPANY BE LIABLE FOR ANY 16. Applicable Law: This Agreement will be CONSEQUENTIAL, INDIRECT, EXEMPLARY, governed by the laws of the State of Oregon as such SPECIAL. OR INCIDENTAL DAMAGES, INCLUDING laws apply to contracts between Oregon residents ANY LOST DATA AND LOST PROFITS, ARISING performed entirely within Oregon. The United Nations FROM OR RELATING TO THIS AGREEMENT. Convention on Contracts for the International Sale of COMPANY'S TOTAL CUMULATIVE LIABILITY IN Goods does not apply to this Agreement. Any action CONNECTION WITH THIS AGREEMENT AND THE or proceeding arising from or relating to this SERVICES PROVIDED HEREUNDER, WHETHER Agreement must brought in the federal or state IN CONTRACT OR TORT OR OTHERWISE, WILL court located in Multnomah County, Oregon if brought NOT EXCEED THE AMOUNT OF FEES PAID TO by Customer, or the federal or state court located in COMPANY HEREUNDER. LICENSEE Orange County, California if brought by Company, ACKNOWLEDGES THAT THE FEES REFLECT THE and each party irrevocably submits to the jurisdiction ALLOCATION OF RISK SET FORTH IN THIS AGREEMENT AND THAT COMPANY WOULD NOT and venue of any such courts in any such action or ENTER INTO THIS AGREEMENT WITHOUT THESE proceeding. LIMITATIONS ON ITS LIABILITY. 17. Attorneys Fees: In the event of litigation 13. Limited Remedy: If Company materially fails to between Customer and Company concerning this perform its obligations under this Agreement, and Agreement, the prevailing party in the litigation shall such failure results in downtime of the relevant be entitled to recover attorneys' fees and expenses hardware and software that exceeds 48 hours, from the losing party. Customer's sole remedy, and Company's entire liability, shall be a pro rata refund for the services ("Downtime Credit"). In order to receive a Downtime Revised 1/02 18. Survival. Sections 11, 12, 13, 14, 16, 17, 18 and agreements, understandings, and communication, 19 will survive expiration or termination of this whether written or oral. This Agreement may be Agreement amended only by a written document signed by both parties. The terms on any purchase order or similar 19. Entire Agreement: This Agreement and the document submitted by Customer to Company will attached Addendum, which are incorporated herein have no effect. by reference,constitute the entire agreement between the parties regarding the subject hereof and supersedes all prior or contemporaneous Selectron Technologies, Inc. Customer By: Todd—A.Johnston By: Ross D. Cranmer Signed: Signed: Title: President Title: Building & Safety Director Date: NZ. Date: 3-27-02 Address:PO Box2115 Address: 2000 Main Street Tualatin,OR97062-2115 Huntington Beach, CA 92648 Revised 1/02 EXHIBIT A Pricing Support Level: ❑ Standard ® Premier Effective Dates: 12 — Month Warranty included in System Investment Products and Licenses As defined in the Professional Services Contract, Exhibit A. Customer Support Contacts Company Name: City of Huntington Beach Address: 2000 Main Street City: Huntington Beach State: CA Zip: 92648 bradenb@surfcity-hb.org (714) 374-5383 Contact: Beverly Braden Email Telephone: gilbertd@surfcity-hb.org Contact: Debbie Gilbert Email Telephone: (714)374-1643 grove sur city-hb.org Contact: Bill Grove Email Telephone: (714) 536-5677 Group Email for all three contacts: Revised 1/02 Selectron t e c h n o l o g l e s, Inc. Executive Summary COMPANY PROFILE Name of Business Selectron Technologies, Inc. Mailing Address/Phone Number PO Box 2115 Tualatin, Oregon 97062-2115 (866) 878-0048 Contacts for information regarding this proposal David Fay, Vice President, Sales and Marketing david.fay(aD-selectrontechnologies.com (866) 878-0048 Brad Averill, Senior Account Executive brad.averill(cDselectrontechnologies.com (866) 878-0048 Business Hours Monday through Friday 8:00 am to 5:00 pm(PST)- Founded in 1960, Selectron, Inc. is a privately held corporation in Portland, Oregon. Initially a provider of paging and intercom systems, Selectron, Inc. evolved into a highly technical organization with leading edge expertise in telecommunications, Integrated Security'Management and Interactive Voice Response systems. Our highly .trained staff includes computer system analysts, electrical engineers, and certified telecommunication specialists. Rapid expansion over the past five years into the national arena has broadened our system offerings and propelled Selectron, Inc. as a leader in IVR application development. In January of 2002, Selectron, Inc. created a wholly owned subsidiary, Selectron Technologies, Inc. to continue the expansion and focus on city-and county government and interactive-technology. Selectron Technologies (Selectron) has become a stable influence in providing systems integration to business and governmental sites across the United States and Canada. Selectron services almost exclusively city and county governments with state-of-the-art Interactive Systems (IVR/ IWR / IHH). Over the past eight years Selectron has developed several key applications servicing the Building & Planning, Zoning, Tax Assessment (Assessors Office), Parking Citations, Utility Billing, Business License and Tax Payments (Tax Department) throughout the United States and Canada. This concentration has allowed us to grow by over 100% over the last three years. With nearly 100 completed systems and several more on order, Selectron has built a reputation of providing a proven solution with the highest level of customer satisfaction and cost-effective ratings available. Selectron's Commitment The primary value to our customers is that we have dedicated staff that has amassed strong application and technical knowledge, which surrounds your targeted applications. They understand the processes, the business rules, the daily vocabulary used by your staff to complete their work. This knowledge transforms into our staff being able to quickly interpret your needs and to make system enhanced recommendations to provide the best solutions possible. We have become consultants for our client base because we understand Interactive technology, telecommunication services, network and database structures, and most importantly we understand your application requirements. February 15, 2002 City of Huntington Beach, California Page 1 Se�ectron; t e c h n o l o g l e s, Inc. Executive Summary As you evaluate the variety of proposed systems, keep in clear perspective Selectron's total commitment to the city and county market.. Our business model is totally focused on providing enterprise-wide, governmental solutions. Selectron does not jump from application to application and from site to site providing custom software to anyone who will purchase it. We are committed to the governmental sector and to meeting your needs today and expanding our product offerings to provide you stronger solutions for tomorrow. Selectron has based its IVR system to operate on Microsoft's Operating System. The combination of this operation system with Intel's latest PC and voice technology has provided our customer base with systems that are both cost-effective to implement as well as to maintain over the life of the installation. Our development platform centers around the use of Visual Basic, one of the most widely used development languages supporting PC and networked based systems in the market today. Our "open architecture" approach provides our customers the freedom to weigh multiple alternatives in the consideration of long-term system management. Company Direction Selectron's direction is to. continue providing government entities with interactive technology solutions that can save the jurisdiction money and provide enhanced customer service to the community that they serve. Selectron plans to do this with technical expansions in product offerings including IVR, field inspections and web solutions. The only things that have changed are our logo, name and address and an increased focus on your market. We are the same people with the _technical expertise to provide the same superior level of customer service and technical solutions to benefit our customers. Unlike other vendors in our field, we have never lost a customer. In fact, customers that select other vendors come to us when the vendors can't deliver what was promised. We are so proud of our work that we provide you from the beginning every governmental customer we have installed a system for-with contact information. See for yourself the quality of our installations! How do we set ourselves apart from other vendors in our field? • Superior Customer Service • It's simple...we do what we say we can do • Competitive up front pricing. Everything is detailed so you know exactly what you are buying • Technologically Superior—Voice, Fax, Email, Web, Hand Held • We help our software business partners develop the interfaces needed for interactive technology • Integration between our solutions (i.e. IVR.and HandHeld) February 15, 2002 City of Huntington Beach, California Page 2 Selectron ® technologies, Inc. Implementation &Installation IMPLEMENTATION OVERVIEW Schedule A typical IVR installation will require up to 120 days to implement depending on the complexity of the system purchased and the amount of customization required. This time frame allows for a thorough discussion and understanding of your host database system. The better your Selectron Technologies support team understands your system requirements, the more likely that the design will provide the desired service in its first.exposure to public traffic. It is normal that some minor modification of the system will need to be performed during and after the installation process, but with thorough preparation a successful implementation and installation will occur. The following personnel will be actively involved in the implementation process of your IVR system and the long-term management'and working relationship between our two organizations. All personnel work from our Portland, Oregon office Project Management Team Once your system enters the implementation process, it becomes the responsibility of Selectron's IVR Project Management team, working with you and your staff, to ensure a successful implementation of your IVR system. The team consists of Selectron's IVR Operations Manager, an IVR Project Coordinator, a.Software Developer, and an Installation Specialist. The IVR Operations Manager oversees the coordination of all Selectron Technologies IVR installations, our,engineering staff, and all post-installation technical support. An IVR Project Coordinator will be assigned to ensure that your installation conforms to the schedule outlined in this guide. The IVR Project Coordinator serves as your representative to our technical team, 'coordinating all necessary teleconferences and communication. Once your system is -installed, the IVR Project Coordinator will be your primary contact at Selectron Technologies for any issues concerning your system. A Software Developer will be assigned to the various phases of your implementation: call flow design, software development, testing, and deployment. The Software Developer,will work with you, your staff and your IVR Project Coordinator to ensure your IVR system meets your requirements. An Installation Specialist will be assigned to your implementation. The specialist will work with the IVR Project Coordinator and Software Developer to configure and test your hardware, perform the on-site installation and testing, and train your staff in the use and administration of your IVR system. February 15, 2002 City of Huntington Beach, California Page 1 Se�ectron - t e c h n o 1 o g i e s, Inc. Implementation & Installation IMPLEMENTATION PROCESS There are.eight steps to implementing your IVR system: 1) Implementation Questionnaire 2) Call Flow Development 3) Software Development 4) Hardware Configuration & Pre-testing 5) On-site Installation &Testing 6) On-site Training 7) Software Deployment 8)Acceptance Testing A brief description of each step follows. The average amount of time to complete each phase is also provided. The actual amount of time each system requires for each phase will vary depending on the complexity of the work involved. Step 1: Implementation Questionnaire (1 Week) The first step toward implementation is your Implementation Questionnaire. This is a questionnaire for you and your staff to complete and return to your Selectron Technologies IVR Project Coordinator. The information you provide is the first step towards our understanding of .your system requirements. We will use this information as a springboard for our first teleconference. Step 2: Call Flow Development(4-6 Weeks) The call flow is a conceptual diagram representing what callers will experience when they use the IVR system. Your Selectron Software Developer will customize a base IVR system to make the final application perform according to the agreed-upon call flow. Call flow development is a collaborative process involving both customer and your Selectron Project Management Team. Based on the information you supply in the Implementation Questionnaire, your Selectron IVR Project Coordinator will design the first draft of your unique call flow and transmit it to your project .coordinator (via e-mail or fax). This initiates a series of conference calls between our Project Management Team and your staff to refine the flow into a final approved draft. The usual client-side participants in.these conference calls include the project coordinator, telecom manager, host database system administrator, and other key resources with responsibilities related to the systems and processes interacting with the IVR system and its processes. On the Selectron side, your IVR Project Coordinator and Software Developer usually attend these calls. It should be noted that all parties involved in the call flow development process do not typically participate in all of the revision reviews. The number of reviews required depends on the complexity of the system. Simple systems may only require one or two revisions, whereas larger systems may require multiple revisions. Once a final version of the call flow is drafted and accepted, the Software Developer will begin the development of your IVR system. February 15, 2002 City of Huntington Beach, California Page 2 Selectron technologies, Inc. Implementation &Installation Step 3: Software Development (4-9 Weeks) During this phase, the software developer will customize the base IVR application code to produce an IVR system to meet the requirements as specified in your final approved call flow. This process typically involves interactions with you, your staff, and resources from your host database vendor to resolve issues that may arise in the detailed development process. Step 4: Hardware Configuration (1 Week) (Concurrent with the Software Development phase) During this phase, the Installation Specialist assembles the hardware used for your IVR system. An application with limited IVR functionality will also be installed on the system. This application will allow you -to perform some basic system administration functions, and verify the telecom connectivity is functioning properly. When the build-out of your hardware configuration is complete your IVR hardware will be shipped to your site. Step 5: On-Site Installation & Pre-testing (up to 5 Days) With receipt of your IVR system hardware, the Installation Specialist will arrive.at your site. The activities that will be performed while on-site include installation of the IVR hardware, verification of primary IVR system functionality, and.validation of the IVR connectivity to your network and telecom resources. The Installation Specialist will work with your 'technical personnel to setup your IVR system,; connect it to your network and telecom system, and possibly your host. database system Please note: Depending on the complexity of the system purchased and the amount of customization required a software developer might be sent on-site instead of.the Installation Specialist. In such cases, the on-site activities are expected to require 3-5 days, and include additional processes that will require additional interaction with you and your staff. Step 6: On-Site Training (1 Day) (Concurrent with the On-Site Installation & Pre-testing phase) During the on-site installation, the Installation Specialist will conduct a multilevel training program to ensure that all of your staff is thoroughly prepared to perform their assigned tasks related to the IVR system. Selectron provides two training sessions: Administrative/Technical Support Training, and System "Voice" Training. The training overviews below define .who should attend and the recommended number of attendees for each session. If large groups will be trained, it is important to advise Selectron ahead of time to ensure that enough materials are-available. Also it is important_that ample space be available for the training to comfortably handle the number of people attending. February 15, 2002 City of Huntington Beach, California Page 3 Se�ectron . technologies, Inc. Implementation &Installation Administrative/Technical Training 1.5-2 hours The Administrative/Technical Training is typically conducted once the Selectron installation specialist has completing the initial system setup. Those staff members who perform routine maintenance, generate reports, and provide general quality assurance for the system should attend it. Administrative/Technical Training provides a complete overview and detailed explanation of the IVR system components using Selectron's system documentation for reference. The topics covered in this training session are: General.System Overview Administrative Responsibilities Administrative Tools System Set-Up and Connections Basic Operations Starting and Stopping the System Running Reports . Updating the System Settings Office Hours, Phone Transfers, etc. Recording Prompts Troubleshooting Preventative Maintenance System Troubleshooting System "Voice" Training 30 minutes The "Voice" who will be responsible for recording prompts and messages used by the IVR system will receive a special training session. The System Administrator(s) will benefit from this training as well. Topics covered include: Accessing the Recording Function Live Demonstration Best Practices and Recording Guidelines Step 7: Software Deployment&Testing (3-5 Days) Before software deployment, the system will undergo a thorough testing of all call flow routines and call load capacities. Essentially, the Software Developer will do everything to validate the system functionality before it 'is downloaded to your site. Once the IVR software has been deployed, further testing will be performed. With the IVR system interfaced into your host database system, the Software Developer. (remotely) and your staff will continue to test the system. During and following the deployment, Selectron's Software Developer will implement a systematic approach to testing, tailoring the process based on the technical expertise available at your site. This testing will last from 2 to 5 February 15, 2002 City of Huntington Beach, California Page 4 Se�ec�ron technologies, Inc_ Implementation & Installation days. Again, Selectron will make any modifications required to ensure the IVR system conforms to the final approved call flow. Step 8: System Acceptance (Up to 30 days) Selectron provides an acceptance period as part of the payment terms. The acceptance period is 30 calendar days from completion of the IVR system deployment. During this 30-day period, it will . be your responsibility to operate the system and document any exceptions to the agreed-upon call flow and system design. Selectron will correct any exceptions noted. The term "System Acceptance" means the installation of the System is substantially completed. Minor omissions or variances in performance of the System, not materially and adversely affecting the operation of the System as a whole, will not postpone the System Acceptance. Upon request, and if deemed appropriate by Selectron's IVR Operations Manager, the System Acceptance period may be extend to enable your testing staff to verify the completion of the exceptions. The System Acceptance period will not exceed 60 days without written agreement. Selectron will not extend acceptance testing to accommodate delays due to non-Selectron issues, including problems with the host database system/host interface, network services or telecom services. By preparing your staff and systems, you can avoid most of the common causes for delay. The acceptance testing process typically spans a two to three week period following completion . of the system deployment. Selectron will correct all procedural and programmatic issues in accordance with the final call flow. Completion of the acceptance testing process concludes the implementation and installation process of the IVR system. The system is then ready to be made available to the public. Going "Live" Customers determine their own date for opening the IVR system to the public. Most "go live" during the final stages of or immediately following acceptance testing. Some have waited in order to coordinate with a related marketing effort. Your Selectron IVR Project Coordinator can be of assistance in defining a realistic target date for a marketing release. Post Installation Support Once the IVR system is installed, all technical issues will be covered under Selectron Technologies' one-year warranty on all hardware and software provided. This support includes full replacement of any failed hardware component with overnight shipment as required. Selectron will also provide remote dial-in support on all Selectron-provided software. Regular telephone support (non-emergency) during the warranty period will be provided without additional charge to you from 8:00 a.m. to 5:00 p.m. PST,. Monday through'Friday. Emergency service during the maintenance/warranty period (system is inoperable) will be provided without charge seven days a week, 24 hours per day. Non-emergency service outside of normal business hours will be provided during the warranty period at Selectron's currently published hourly rates. February 15, 2002 City of Huntington Beach, California Page 5 technologies, Inc. &Installation Implementation IMPLEMENTATION SCHEDULE PROJECT SELECTRON CUSTOMER PHASE RESPONSIBILITIES RESPONSIBILITIES Contract • Implementation begins when Selectron • First Payment Due Signing Technologies receives signed contracts and a purchase order • Customer reviews the Implementation Guide,completes the Implementation • Selectron mails Implementation Guide to Questionnaire and returns it to their customer and establishes the start date for Selectron IVR Project Coordinator. implementation. • Customer assigns key contacts in preparation for initial conference calls. Call Flow • Selectron hosts initial teleconference with • Key contacts participate in initial Development customer key contacts to meet client staff, teleconference. review the Implementation Questionnaire (4-6 Weeks) p . Contact your host software/database responses and establish the implementation vendor to purchase any required interface schedule. hardware/software(if applicable). • Fax outline of telecom, network, host Telecom and MIS contacts participate in systems and logistical requirements needed to project coordinator teleconference. • Hold teleconference with customer's telecom ' Key contacts review first draft of call flow. and MIS contacts to discuss system Key contacts continue to participate in call connectivity. flow development and review • Selectron prepares and presents first draft of teleconferences as needed. call flow to customer. Provide written acceptance of all finalized call flows by signing and returning the Call • Hold second conference call to continue Flow Release Form. definition of base system call flow. • Selectron continues to revise call flows for ' Provide Selectron an ASCII,comma- final approval delimited file of all street names and permitting codes. • Selectron IVR Project Coordinator verifies . Order installation of new phone lines and that we have all information required to begin any necessary PBX hardware needed to development of base system. accommodate the IVR system. • Bring staff up to date on the installation and its timeline.Set aside staff time for the installation and training sessions. February 15, 2002 City of Huntington Beach, California Page 6 I� S+el�ctro►n technologies, Inc. Implementation &Installation Software • Selectron develops IVR application software • Make space arrangements for IVR PC Development in accordance with approved call flow. machine(rack-mount chassis type). (3-5 Weeks) • Selectron orders all required hardware and • Make arrangements for network,power software needed to support customer and RAS drops near IVR workspace to be installation. ready before the week of installation. • When a system requires extensive • Set up and test host system interface customization or new development, hardware and software according to Selectron may provide the customer with a vendor and Selectron specifications.(The phone number to test the initial call flow. host software and any upgrades should already be installed,thoroughly tested and running smoothly prior to setting up the interface.) • Start developing any necessary PR materials such as inspection code lists, instructional brochures,quick reference materials,etc. Pre-install . Send customer project coordinator the Pre- Project Coordinator completes,signs,and Preparation Installation Checklist to confirm site,staff, faxes back Pre-Installation Checklist, (1-4 Weeks) and system readiness prior to making travel verifying site,staff, and system readiness. This phase may arrangements. Make any arrangements required to overlap the Make travel arrangements 2-3 weeks prior to provide the Selectron Installation Software installation, based on customer response to Specialist with access to the facilities Development Pre-Installation Checklist. during the week of installation. phase. Ship IVR system hardware to customer site 1 Verify that the key contacts and training week before installation. facilities will be available during the week • Set up tentative training schedule with of installation. customer project coordinator. Installation Selectron Installation Specialist installs the Key personnel are available during the Testing& IVR machine at the customer site and week to assist with installation,training Training provides associated testing and training. and testing. (up to 5 Days) Software • Selectron Software Developer fine-tunes IVR Project Coordinator signs off on the Deployment software and downloads the IVR software to completed installation and provides and Testing customer machine Selectron with a list of any outstanding or (3-5 Days) . Selectron Software Developer address all unresolved issues. issues reported by customer in regards to • Second Payment due upon completion of IVR System,during acceptance test period. installation/software deployment • Selectron Invoices Second Payment Acceptance . Selectron applies fine-tuning and completes • Testing staff performs acceptance testing Testing requested customer changes. of IVR system and submits any final (up to 30 Days) . Selectron invoices Third Payment. changes needed to meet system requirements. Customer'completes testing of final product and project coordinator signs off on installation.' Third Payment due upon final acceptance • IVR goes on-line to public at customer's discretion. February 15, 2002 City of Huntington Beach, California Page 7 n � Se1ec��►n t e c h n o I o g I e S, Inc. Implementation &Installation INSTALLATION SCHEDULE APPROX. PROJECT CUSTOMER DATE ACTIVITY RESPONSIBILITIES Day 1 Selectron Installation Specialist meets the staff Network Administrator: and sets up the IVR system: . Define network connection and protocols • Hardware setup used. • Network and connectivity testing • Define network backup procedures. • System and telecom connectivity and testing " Provide network log on procedures. • Remote support access testing • Assist in network testing routines. • Administration Training • Provide any cabling required connecting IVR system to network. • Training of the jurisdiction"Voice" • Provide any hardware,software,and • Interface testing,if appropriate associated licenses as required to support IVR installation. Telecom Technician: • Provide necessary hardware for PBX to support IVR line connections. • Provide all necessary wiring for telephone line connections from PBX to IVR system. • Provide hardware needed to support any applications requiring ANI, DNIS,or DID within acquired applications. • Assist as needed to interface with local telephone company or jurisdiction's long distance carrier when questions arise regarding the telephony issues involving the'installation. System Administrator: • Assist as needed during IVR installation • Be available for training • Define and test network connection to the host software database,if appropriate Day 2 Training of personnel,installation wrap-up: Jurisdiction "Voice": • Administrator training •' Be'available for training • Wrap-up Q&A session,definition of items to •`,Allocate time for prompt recording be addressed before closure System'Users: •. System'administrators,and system technicians be available for training'. February 15, 2002 City of Huntington Beach, California Page 8 s�ectror'technologies,Inc. Inspection Failure Codes The Selectron Technologies Inspection Failure Codes module allows inspectors to leave detailed inspection failure information when posting results to the database through the IVR system. When contractors call into the IVR system, they hear detailed inspection information that allows them to make immediate decisions. You have the freedom to create customized predefined codes corresponding to causes for failed inspections. These numeric codes will be used when results are entered into the permit system whether through IVR, hand-held or terminal entry. Sample codes: Code I I I "No access to site" Code 112 "Site not ready" Code 113 "Could not locate" Code 114 "No plans on job" Code 115 "Work covered up" Code 116 "No ladder on job" Code 117 "Dog in yard" Code 118 "See Correction Notice" Code 119 "Previously approved" Code 210 "Cancelled" Code 211 "Rollover" Code 212 "Superintendent not on job" When a contractor calls into the IVR system for the results of an inspection, the IVR system will retrieve the codes input by the inspector and will play the corresponding failure message. This gives contractors detailed information enabling them to make a quick determination of what needs to be done to pass re-inspection. Having immediate communication reduces the time required for further discussion, which in turn will save important time for both inspection staff and the contractor. Selectron Technologies, Inc. • PO Box 2115 Tualatin, OR 97062 V:503.866.0048 • F: 503.443.2052 Voice Permits System Description. tochnoioo�s�,doe. TM The Selectron Technologies Voice PermitsTM system allows numerous functions to be performed with a touch- tone phone 24 hours a day,7 days a week. As a result of interfacing with your existing permitting system, Voice PermitsTM will save your jurisdiction time and money! Contractors can • . Schedule inspections • Cancel inspections • Obtain inspection results, including failure message Inspectors can • Post and update inspection results • Enter pre-defined numeric codes for common failures • Leave detailed voice message for contractor detailing corrections required Voice PermitsTm benefits • Direct and immediate interaction with existing permitting software, or with custom designed in-house software • Available 24 hours a day, 7 days a week • Tasks are accomplished without staff intervention,freeing staff time for jobs • A touch-tone phone is all that is required to use the system • Information entered via telephone is immediately updated in the database • Correct permit is confirmed by playing the site address • Up to four simultaneous calls, expandable to 48 • Call volume and other useful reporting information recorded • Extensive add-on software modules available Selectron's price includes • Pentium-based, industrial-grade PC and hardware • Software customized to your jurisdiction • Interfaces to telephone system, permitting system database, and local network • -On-site installation and training • 1 st year maintenance and toll-free telephone support Selectron Technologies, Inc. • PO Box 2115 • Tualatin, OR 97062 V:503.866.0048 • F:.503.443.2052 technologies,Inc. Business License City and county staffs are constantly fielding questions related to local business license requirements. These questions frequently require data retrieval from the business license database. Selectron's Business License module provides a convenient and cost-effective method to respond to many routine questions and activities automatically. Callers with more complex questions easily can transfer to staff for additional assistance. With the Selectron Technologies Business License module callers can verify business licenses are current. Callers can check the status on information such as their license expiration date, renewal amount, payment information and any penalty fees that are owed. Callers can also check to see when renewal mailings will occur and can retrieve any public information about upcoming changes in the regulations, fees or public hearings. As an added benefit to the community, the Business License module can be integrated with Selectron's fully automated Credit Card Payments module to allow callers the option to pay renewal or penalty fees automatically. Selectron Technologies, Inc. PO Box 2115 Tualatin, OR 97062 • V:503.866.0048 • F: 503.443.2052 is Chholo9llo.inc. Complaint/Code Enforcement The handling and processing of complaint calls is a challenging and time-consuming process. Callers are often emotional, frustrated or upset when they make the call. The. Selectron Technologies Complaint/Code Enforcement module is designed to assist staff in managing this support function. The IVR system initially plays a predefined message detailing what information the caller must provide to file a complaint. This explanatory message can be tailored to fit different requirements depending on the type of complaint being filed (i.e. building, parked car, noise, etc). Once the complaint is lodged and is assigned a complaint number, callers can then call the IVR system, input the complaint number, and hear the updated status of the complaint. Status codes contained in the database will be updated as the status changes. These codes correspond with prerecorded messages that will play to the caller when a complaint status is requested. For example: Code 1 "Complaint Number 123456 was determined to be valid and a citation was issued" Code 2 "Complaint Number 123456 was determined not to be valid and the investigation has been closed" Code 3 "An investigation is still pending on complaint number 123456" Providing this information through the IVR system will reduce the amount of emotional conversation often associated with this type of call. The information is available to callers 24 hours a day. Since your staff will only be dealing with callers who have obtained the necessary information and be handling fewer status calls, they will.be available to assist in other important tasks. This module is a great asset for both your staff and the community. Selectron Technologies, Inc. PO Box 211 • Tualatin, OR 97062 • V:503.866.0048 F: 503.443.2052 sehectro�' to ChnoloOlea,Inc. Credit Card Payments- The Selectron Technologies optional Credit Card Payments module enables customers.to be able to make payments via a credit card. The IVR System is directly connected to the jurisdictions merchant account. This can be done by either a dedicated telephone connection or a dial-up connection per transaction. Selectron will install ICVerify, Credit Card Processing Software,.on the IVR System. ICVerify is an industry standard software component provided by Cybercash, one of the largest companies specializing in the Credit Card Transaction Process. Selectron Technologies will process the transaction from the entry of the card number by the customer, complete the credit card transaction, and post the payment to the correct account. I Full audit reports will provide detailing of the credit card transaction, approval codes from the merchant account, and updating of the appropriate account. Primary functions of this routine are: • Customer Account Status • Payment Selection (Pay-In-Full or Delinquent Balance Only) • Transfer to Customer Service Representative • Transfer to Payment Arrangement Module Reporting information available in this routine are: • Detail of All Calls and Payment Attempts • Detail of All Account Updates • Detail of Daily Receipts Selectron Technologies, Inc. PO Box 2115 • Tualatin, OR 97062 V:503.866.0048 • F: 503.443.2052 technolagles,Inc. � n Dynamic Information System The Selectron Technologies Dynamic Information System module enables callers to request informational messages and faxed copies of documents stored in a designated database "library." Callers can access the voice information boxes to retrieve recorded messages on procedures and policy, where to seek help, governmental meetings, minutes, schedule of events, etc. All items are in voice form and are easily updateable. The fax portion of the Dynamic Information System module is perfect for distributing a wide array of documents such as: Schedules Job Openings & Descriptions Bid Announcements Blank forms Frequently Requested Forms Events Listing Utility Billing Information Marketing Documents Registration Confirmation Price Lists Special Notices . Annual Reports Tech Support Documents Press Releases The Dynamic Information System is a very flexible application, enabling the administrator to tailor various aspects of the interface to users' needs. A numeric code is used to designate each document. Each library includes a Document Catalog explaining how to use the system and a list of all available documents. Callers can request the Catalog or directly enter the code corresponding to the document they require. The system will then prompt the caller to enter the destination fax number where they will receive the fax. (SmartFAX is required for this module) Dynamic Information System Highlights Provides 24-hour on-demand access • Accessible to anyone with phone and fax capability • Reduces staff interruptions, printing, and mailing costs • Offers multilevel support—handles calls for single office or enterprise-wide faxing • Easy to use— set up cascading voice menus for quick access to documents • Easy to maintain —great for documents that change frequently • High quality faxing — creates cleaner fax documents from digitally stored originals • Credit card capture — prompts for credit card to handle order processing fees* Voice capture—voice mail option for capturing caller information or messages • Detailed call reporting —track systems and document usage *Credit card option requires additional software and is priced separately. Selectron Technologies, Inc. • PO Box 2115 • Tualatin, OR 97062 V:503.866.0048 • F: 503.443.2052 velC �nto ` Optional. Fax & E-Mail Modules Selectron Technologies is continually expanding the capabilities of IVR technology beyond the basic functions. We focus on fully utilizing Fax, Internet, E-mail, and multi-host integration. With these added features Selectron is able to offer a wide range of add-on modules to truly customize IVR technology to meet your jurisdiction's needs. SmartFAX-This module is required to support a fax application on the IVR system. It is required only once regardless of how many fax applications are utilized. SmartE-mail -This module is required to support an email application on the IVR system. It is required only once regardless of how many email applications are utilized. Certificate of Occupancy (On-Demand and/or Automatic) — This module enables jurisdictions to have Certificate of Occupancy documents automatically.faxed. The IVR system creates the document as defined by.the jurisdiction and faxes it to the destination number contained in the host database. (SmartFAX_. required) Dynamic Information System This module allows callers to request informational. messages and faxed copies of documents stored in a designated database ("library"). Callers can access the voice information boxes to retrieve recorded messages on procedures and policy, where to seek help, governmental meetings, minutes, schedule of events, etc. All items are in voice form and may be easily updated. The faxing portion of this module is perfect for distributing many kinds of documents: blank forms, job descriptions, annual reports, schedules, marketing materials, technical literature, etc. (SmartFAX required) Fax Inspection History — This module allows callers to receive.inspection history information. (SmartFAX required) Fax Inspection Results — This module allows callers to receive inspection results on either a permit or inspection code to a requested fax destination. (SmartFAX required) Internet E-mail - This module allows jurisdictions to e-mail Inspection Results, Plan Review Status, and other documents to the email address corresponding to a_permit, plan, or contractor PIN number. Plan Review Status -This module allows callers to learn the status of a submitted plan.in either a spoken, faxed or e-mailed format. Information provided to the caller can include approval.status, dates submitted or completed, and associated fees. Utility Notification —This module allows a Request for Activation document to be automatically faxed to the . utility company when final inspection is completed for gas, water or electric service. These fax documents can either be sent as the inspection information is posted by the inspector or batch-faxed at the end of the workday. Zoning Status — This module allows callers to retrieve the zoning status of a particular.site. Callers enter either a parcel number or the site address. Upon the playing of the zone status, the caller can request a fax document describing the guidelines of the zoning status. Selectron Technologies, Inc. •. PO Box 2115 • Tualatin, OR 97062 • V:503.866.0048 • F: 503.443.2052 is ehneloplss,Inc. Optional Voice Modules In response to the expanding needs of our clients in the ever-changing area of IVR technology, Selectron has created several optional add-on modules for jurisdictions to use to better serve their unique community. Credit Card Processing — This module allows callers to pay charges, fees, and make regular monthly payments. The IVR system is directly connected to the jurisdiction's merchant account. This can be done either by a dedicated telephone connection or a dial-up connection per transaction. Complaint/Code Enforcement—This module allows callers wishing to check the status of a complaint or code violation to automatically retrieve this information by calling into the IVR system. Inspection Failure Codes—This module allows inspectors to post the causes fora failed inspection to the database through the IVR system, providing contractors with more detailed information. Permit Verification —This module allows inspectors and other authorized staff to check the active permit status of a building or construction site via the IVR system. This is used to help inspectors identify construction activity that has not obtained the necessary permits. Spanish Language — This module allows callers to choose to listen to a Spanish version instead of the Standard English version on your IVR system. This module includes the necessary call flows, dictionary, and programming, needed to support the additional language. Staff Directory— This module allows jurisdictions that have an existing voice mail system to use the IVR system to direct callers to the staff voice mailboxes. The caller either inputs the extension or spells out a portion of the desired person's name. The system can then transfer the caller to the appropriate extension or voice mailbox. Voice Survey—This module allows your jurisdiction to collect caller responses to customized prerecorded prompts. The jurisdiction can define multiple surveys comprised of prompts, allowed responses, and logic branching design. Zoning Status—This module allows callers to rectrieve property zoning status information contained in the host database. Once the zoning status plays, callers can optionally request a copy of the pertinent zoning regulations be faxed to them. Selectron Technologies, Inc. • PO Box 2115 • Tualatin, OR 97062 V:503.866.0048 • F: 503.443.2052 t� o@C�eu vn Permit Verification When inspectors and other.personnel are out in the field, it -is not uncommon for them to come across building sites where it is unclear whether the required permits exist for the work being done. The Selectron Technologies Permit Verification module enables staff members to call into the IVR system and search for a permit on file based on the site address — even after hours and on weekends. If no permits exist, the system will play a "No valid permit exists" message. If a valid permits exist, the IVR system will play the permit type (or types if more than one is associated. with the site address). It is then possible to determine if all of the required permits (i.e., electrical, plumbing,-etc) have been obtained. This routine.is designed to encourage all staff personnel to participate in identifying violations. It enables the search to be done without interrupting busy staff. Most importantly, the Permit Verification module allows the situation to be handled immediately while at the site in question. Selectron Technologies, Inc. PO Box 2115 • Tualatin, OR 97062 • V:503.866.0048 • F: 503.443.2052 stechnologle.,Inc.eectro�' Plan Review Status The Selectron Technologies Plan Review Status module allows callers to receive routing and status information for submitted permit applications 24 hours a day. This information can be provided in a spoken, faxed or emailed format. When a caller selects Plan Review Status from the IVR main menu, they are prompted to enter the assigned plan or permit application number. The IVR system retrieves the status of each routing step and offers the caller the choice of having the information spoken,.faxed or e-mailed to them. If the caller requests the spoken version, the IVR system will play the information in the-format defined by the jurisdiction. If fees have been assigned they can also be played to the caller. Using the Selectron Technologies Credit Card Payments module can assist in the payment of those fees. If the caller selects a fax document, the•IVR system will ask the caller to input the,destination fax number for.the-document to be sent. The creation of the fax document takes only a few seconds following the request. If e-mail is requested, the IVR system checks the database for the customer's e-mail address. Upon verification, the e-mail will be sent to the caller. Should. no e-mail -address be present in the database, the IVR system prompts the caller to contact the jurisdiction to add that information or offers the spoken or faxed version of the Plan Review information. Selectron Technologies, Inc. • PO Box 2115 • Tualatin, OR 97062 • V:503.866.0048 • F: 503.443.2052 Selectron t-C^no#o9le•.Inc. Utility Notification The Selectron Technologies Utility Notification module faxes a Request for Activation to the regulating utility following a successful inspection.This can be accomplished in one of two ways: • Automatically-When.an approved inspection is entered • By Request -The IVR system will ask the inspector if a fax notification is required This eliminates the need for staff personnel or inspectors to notify the utility upon. acceptance. Automating this process through the IVR system has several advantages: • Reduced staff time to coordinate notifying utilities • Reduced notification delays • Automatic and accurate documentation of all notifications logged in a daily report • Choice of fax method, either as posted or all at the end of the workday Selectron Technologies, Inc. • PO Box 2115 9 Tualatin, OR 97062 • V:503.866.0048 • F: 503.443.2052 Selectllron Zoning Status t•ennoiogles,Inc. The optional Selectron Technologies Zoning Status module allows callers to receive zoning information for a specific piece of property over the phone 24 hours a day, 7 days a week. This module also provides the caller the ability to receive a spoken or faxed version of the regulations for a specific zone classification. Once the Zoning Status module is selected from a menu, the IVR system asks callers whether they want to look up a specific site or to receive information on a specific zone classification. Specific Site Zone Information Callers will be prompted to enter the site address or parcel ID number. When the IVR system locates the requested site, the.system will play the zoning classification. The caller then has the option to receive further information on the zoning classification information for the site (see below). Specific Zoning Classifications Callers will be prompted to enter the zoning classification number. They will then be asked whether they would prefer to have the information spoken or faxed to them. Based on their selection, the IVR system will either play the corresponding recorded message or fax an explanatory document. Faxing can be restricted to certain local telephone area codes, which is controlled by your system administrator. Should changes occur in the informational document or recording for a specific zone classification, you have the ability to make these changes without assistance from Selectron Technologies' technical staff. Selectron Technologies, Inc. PO Box 2115 Tualatin, OR 97062 V:503.866.0048 F: 503.443.2052 Voice Permits TM System Administration Manual Introduction Tableof • I. Introduction Purpose of the Manual .............................................................................1 RequiredSkills ........................................................................................1 Introduction to the Voice PermitsTM IVR System ....................................1 Responsibility of the System Administrator ..............................................2 Administrative Tools:................................................................................2 • IVR Monitor .......................................................................................2 • IVR Reports .......................................................................................5 • Voice PermitsTm Administrator Module..............................................6 Phone-IVR Interface...........................................................................7 • Remote System Access with Remotely Possible TM.............................7 - IL Basic Operations Voice PermitsTm Automated Boot Process..............................................8 Manually Starting Voice PermitsTM..........................................................8 Stopping Voice PermitsTM.......................................................................9 Monitoring Voice PermitsTM.....................................................................9 System Back-up Routines......................................................................10 RunningReports ....................................................................................11 • Running a Permit Report..................................................................12 • Running a Fax Report.......................................................................13 • Running an Action Report.................................................................14 • Running a System Usage Report .....................................................15 • Running a Calls Per Line Report ......................................................17 • Running an Inspector Activity Report................................................18 • Running an Inspector Traffic Report.................................................19 Finding Confirmation Numbers Based on Permit Number ......................20 III. Updating the System Updating the System Settings ...............................................................21 Logging In to the Voice PermitsTm Administrator Module ......................22 Using the Administrator Module..............................................................23 Updating Office Hours...................:........................................................24 Setting the Live Operator Phone Numbers.............................................27 ' Setting Observed Office Holidays...........................................................29 Updating the Emergency Notification Number and Message..................31 Setting the Cancellation Cut-Off Time ....................................................34 Setting New Administrative Passwords ..................................................35 Creating Word Prompt Numbers ............................................................36 Recording Voice PermitsTM Prompts.....................................................37 • Accessing the.Recording.Interface...................................................37 • System Prompts, Alternate Language Prompts& Failure Codes......37 • Inspection Description Codes...........................................................38 • Address Words..................................................................................38 Defining Fax Template Locations...........................................................39 Revision B ii Voice PermitsTM System Administration Manual Introduction Configuring the Permitting Staff Directory...............................................40 Configuring Fax-On-Demand..................................................................42 Configuring Information Line...................................................................44 IV. Troubleshooting Preventative Maintenance.....................................:................................46 • Daily Preventative Maintenance .......................................................47 • Weekly Preventative Maintenance....................................................47 • Annual Preventative Maintenance ....................................................48 System Troubleshooting.. ......*"*"**..........49 Service Calls and Technical Support.......................................................54 V. Host Information Information specific to the host permitting system or interface VI. Appendix IVR Monitor Configuration and Description............................................Al System Prompts Street Prompts List of Fax Templates System and Support Phone Numbers Revision B ii Voice Permits TM System Administration Manual Troubleshooting RUNNING REPORTS The Voice PermitsTM system includes seven standard system usage reports. They provide the System Administrator with information about how the system is being used. lVFl Monitor-Local PC a �c S�ntanfJ:a9e,��� _ _..n- - _7:� _ �T � - 4 r Figure 1: Running Reports from!VR Monitor Opening the Reports Menu 1. Maximize (or Restore)the 1VR Monitor window if you have minimized it. 2. Click the Reports menu. 3. Select the type of report you would like to run. (For a description of the reports available, see Section 1, Introduction. This will bring up a parameters dialog box in which you will enter your search criteria for the desired report. Instructions for running specific reports are on the pages that follow. Revision B 11 Voice Permits TM System Administration Manual Troubleshooting To Set Up Phone Notification: The IVR system will dial the designated number (any extension or phone number). Upon pick-up, the IVR system will then play a recorded message to alert the listener that the connection to the host is down. Setting up phone notification will require turning on the Phone Notification option and recording the Emergency Message. A) Turning on the Phone Notification option: 1. Open the Voice PermitsTm Administrator Module and log in as an Administrator. . 2: Click on the Variable Editor tab_. 3. In the Scope list, click Paging. 4. In the Name list, click DialNumber. .5. In the Value box, enter the extension or phone number of the emergency telephone. Enter the number exactly the way that a person would dial it, including any required outdialing prefixes if dialing an outside number. 6. Click Save. 7. In the Name list, click VoicePager. 8. In the Value box, type True. 9. Click Save. B) Recording-the Emergency Message 10.On your phone, dial [ 1 to access the IVR system. 11. Press [8] after the opening menu. 12. Enter your password [ 1 followed by [#] when you are prompted for a password. You will hear the following menu of recording options: Press [1]for system prompts Press [2]for alternate language(s) Press [3]for inspection codes Press [4]for address words Press [5]for failure codes Press [#]to end the call 13. Press [1]. You will be prompted to enter a four-digit message number. .14. Press [9911]. The system will play the existing message (if there is one) and then prompt you either to press [1] to re-record the message or [2] to enter a.new message number. 15. Press [1] to record. 16.Start speaking clearly at the tone. Revision B 32 Voice PermitsTM System Administration Manual Troubleshooting .Recording Voice PermitsTm Prompts: Everything that the caller hears is called a prompt. System prompts have two parts - one, a numeric value used by the IVR database to reference the prompt, and, two, a recorded message that the caller hears. The numeric portion must be added to the IVR system as a Word Prompt Number. See page 38 for instructions on creating new Word Prompt Numbers. A complete list of the prompts available in your system at the time of 'installation can be found in the Appendix of this manual. Refer to this list when you are recording new prompts. To Access the Recording Interface: 1. On your phone, dial f 1 to enter the IVR system. 2. Press [8] after the opening menu. 3. Enter your password f followed by [#]when you are prompted for a password. You will hear the following menu of recording options: Press [1]for system prompts Press [2]for inspection codes Press [3]for failure codes Press [4]for address words Press [5]for staff directory. Press [6]for alternate language(s) Press [#]to end the call To Record System Prompts, Alternate Language Prompts, and Failure Codes: 1. Make a selection from the Recording Menu for the type of prompt'or code you wish to record by pressing the corresponding number: [1], [2] or[3]. You will be prompted to enter a four-digit message number. 2. Enter the four-digit number of the message. The system will play the existing message (if there is one) and then prompt you either to press [1] to re-record the message or [2] to enter a new message number. 3: Press [1]to record. 4. Start speaking clearly at the tone. -Helpful Hint: Make sure you take your breath before the beep to keep the beginning of the message clean. 5. Press [ # ] to stop the recording as soon as you speak the last word of the prompt. The message you just recorded will play back. 6. Press [1]to accept the message or press [2]to re-record it. 7. Return to Step.2 above to continue recording more System, Alternate Language or Failure Code Prompts. 8. Press [#] to return to the main recording menu. 9. Press [#] again to exit the Recording Interface. Revision B 37 Voice PermitsTA° System Administration Manual Troubleshooting DEFINING FAX TEMPLATE LOCATIONS Note: These instructions are only for Voice PermitsTm IVR systems that support fax capabilities only. To enable Voice PermitsTM fax modules, the IVR system needs to know the location of the fax template (or templates, if the system has multiple fax modules). Each fax template will have a unique variable name. A complete list of the fax variable names is included in the Appendix. Voice Peratits,Administiatot Module x VarklileEdif6i— HorulayEditor - Caneanh Wad Prompts 6 I $ape FAX _ Add Edt Delete t Name Value Template CAMSOFFICE1TemplatesWinspectiortdot r DialPrefot 9, •' i i j 1 Variable Settm9s Name Template II Save ` r Value: 4 Log Out ,4 Ept r Figure 2: Defining Fax Template Locations Defining Fax Template Locations: 10.Open the Voice PermitSW Administrator Module and log in as an Administrator. 11.Click on the Variable Editor tab. 12. In the Scope list, click Fax. 13. In the Name list, click on the template name. 14. In the Value box, enter the file path for the fax template, including the template name [i.e.,filename.dot]. 15.Click Save. Revision B 39 Voice PermitsTM System Administration Manual Troubleshooting Possible Cause: All the lines may be busy due to a high call volume. How To Test: Maximize the IVR Monitor window. Look at the status of the IVRMAIN### lines. If the lines are in use, you'll see the status message of each line should changing within 30 seconds. Corrective Action: If all the lines are in use, you may want to consider adding more ports to your system to accommodate a high call volume. If you notice one or more lines show slow or no activity, go to the next Possible Cause. Possible Cause: A particular line may be having problems picking up or hanging up calls. How To Test: Call each of the lines directly to test whether they are receiving calls properly. .(Refer to the Appendix. for these phone numbers if needed.) Watch the line status in the IVR Monitor window for signs of activity, error messages, and to see if each line is hanging up after a reasonable amount of time. Corrective Action: If each line appears to pick up and hang up without delay, then they were temporarily busy due to a high call volume. You may. need to add additional lines to the IVR system. If a line fails to pick up (ring-no-answer) and IVR Monitor does not show a status change, inform the Telecom Manager that the line may not be working. If a line fails to pick up (ring-no answer) and IVR Monitor shows an error message, call Selectron's IVR Operations Manager: 1-800-547-9988. SYMPTOM: Callers report getting a "System Unavailable"message. Possible Cause: The host system may be unavailable during system maintenance. How To Test: Find out when caller tried calling to see if it coincided with system maintenance or backups. If the caller got the message within the last hour, call into the system to verify that the situation still exists. Revision B 52 Se�ectlron Sample Main Menu INITIAL GREETING Thank you for calling the Inspection Line MAIN MENU 1. Schedule an Inspection 2. Cancel an Inspection Transfer cell to office staff when 3. Obtain Inspection Results _0 0 ie selected or after 10 seconds 0. To speak with an operator for rotary callers. Listen to General Information After Hours-Play a message #. Hang up Hidden Option 9 Schedule an Inspection Enter PIN number Sheet 8 1 Sheet I Cancel an Inspection )_2— Sheet C INSPECTOR LINE MAIN MENU 1. Post Inspection Results 2. Schedule an Inspection Obtain Inspection Results 3. Hear Contractor Messages Sheet D 3 #• Hang up Play detailed instructions on 1 Post Inspection Results )_ system usage to caller. Sheet H 2 Schedule an Inspection Sheet B 3 Hear Messages Sheet G NOTE: If connection is down between IVR&Host,IVR System will play a message to call back in one hour. Sheet A This call flow is a sample for evaluation purposes only. All features and functions shown may not be available due to the functionality available through your specific system interface. Selectron does not guarantee availability of all features and Functions outlined in this call flow to your jurisdiction. Selectron Technologies, Inc. PO Box 2115,Tualatin,OR 97062-2 1 1 5 voice: (866) 878-0048 fax: (503) 443-2052 .electron tech nologlea,lnc. Sample Schedule Routine ' Entry Point Get Permit and Inspection Type Refer to Sheet G. Enter day of Inspection Plays available days Caller selects the day they want. #-Return to Main Menu Validate Request Play Error Message —No— Velid9 - Yes i Leave a Voice Message 1-Leave a message for the inspector 2-No Message IF "One moment while inspection is scheduled" Record Routine Record mess Msg -Play it back. Prompt caller to Save,Rerecord, or Delete. No Msg Any Errors? -yes-77 No "Your inspection is scheduled System plays appropriate for plays date" error message. i Ending Menu To hear your confirmation number and hang up,Press 1 To schedule another inspection on this permit,Press 2 To schedule an inspection on a different permit,Press 3 To return to the Main Menu,Press 4 - NOTE: If connection is down between IVR&Host,IVR System will play a message.to call back in one hour. Sheet B This call flow is a sample for evaluation purposes only. All features and functions shown may not be available due to the functionality available through your specific system interface. Selectron does not guarantee availability of all features and functions outlined in this call flow to your jurisdiction. Selectron Technologies, Inc. PO Box 2115,Tualatin,OR 97062-2 1 1 5 voice: (866)878-0048 fax: (503)443-2052 Sehectron tech nologlee,lnc. Sample Cancel Routine ' Entry Point Get Permit and Inspection Type (Refer to Sheet G.) Validate Request Play Error No Valid? Message Yes System plays scheduled date Scheduled for Today? Yes No After cutoff? Press 1-Cancel Inspection. Yes Press 2-Reschedule Inspection. Press#-Return to Menu. Before Hours? No Yes Transfer to System plays Office 'call back" message 1 1,2,or#? 2 # System System cancels reschedules ins action Main Menu ins ection ENDING MENU To hear your confirmation number and hang up,Press 1 To cancel another inspection on this permit,Press 2 To cancel an inspection on a different permit,Press 3 To return to the Main Menu,Press 4 NOTE: If connection is down between IVR&Host,IVR System will play a message to call back in one hour. Sheet C This call flow is a sample for evaluation purposes only. All features and functions shown may not be available due to the functionality available through your specific system interface. Selectron does not guarantee availability of all features and functions outlined in this call flow to your jurisdiction. Selectron Technologies, Inc. PO Box 2115,Tualatin, OR 97062-21 15 voice: (866) 878-0048 fax:(503)443-2052 Selectlron to chnologles,Inc. Sample Obtain Inspection Results Entry Point Get Permit and Inspection Type (Refer to Sheet G.) Play Error Message�—No____ Valid? Yes Get Inspection Results Play Error Message Any Result? Yes Play Results Any Failure Yes System speaks failure Code? description No Any Messages? Yes Play Inspector Message (delete Messages after 7 days) No ENDING MENU To end this call,Press 1 To hear another result on this permit,Press 2 To hear an inspection result on a different permit,Press 3 To return to the Main Menu,Press 4 To repeat this menu,Press 9 NOTE: If connection is down between IVR 8 Host,IVR System will play a message to call back in one hour. Sheet D This call flow is a sample for evaluation purposes only. All features and functions shown may not be available due to the functionality available through your specific system interface. Selectron does not guarantee availability of all features and functions outlined in this call flow to your jurisdiction. Selectron Technologies, Inc. PO Box 2115,Tualatin, OR 97062-21 15 voice: (866) 878-0048 fax:(503)443-2052 Se�ectirollirs Sample Hear Inspection Message tech nologlea,Inc. Entry Point Get Permit and Inspection Type (Refer to Sheet G) Count NEW messages Count SAVED messages Play number of messages to the inspector. Set pointer to first message. Pointer at End? Yes No Play Inspection Type. Play Message. Play Message options. 1-Delete 2-Save 3-Info 4-Rewind '-Skip F1 2 Delete Message Save Message Skip Message Fe Message Pointer ENDING MENU To end this call,Press 1 To hear messages on a different Permit number,Press 3 To return to the Main Menu,Press 4 To repeat this menu,Press 9 NOTE: If connection is down between IVR&Host,IVR System will play a message to call back in one hour. Sheet E This call flow is a sample for evaluation purposes only. All features and functions shown may not be available due to'the functionality available through your specific system interface. Selectron does not guarantee availability of all features and functions outlined in this call flow to your jurisdiction. Selectron Technologies, Inc. PO Box 2115,Tualatin, OR 97062-2 1 1 5 voice: (866) 878-0048 fax:(503)443-2052 tech elect otogl ro s,It+c.n Sample Input Permit & Inspection Code � o Entry Point Enter your permit number now. -Press#,to return to Main Menu Play Help Message -Press*For Assistance Play permit number and validate Permit number Permit Valid? No— Play reason for failure Yes Main Menu System plays site address Enter 3-digit Inspection type or: Hear a list of inspection codes #,Return to Previous Entry # Play List Inspection System plays Code Valid? No "invalid inspection code" Yes System plays inspection code and description (::RetumD NOTE: If connection is down between IVR&Host,IVR System will play a message to call back in one hour. Sheet G This call flow is a sample for evaluation purposes only. All features and functions shown may not be available due to the functionality available through your specific system interface. Selectron does not guarantee availability of all features and functions outlined in this call flow to your jurisdiction. Selectron Technologies, Inc.PO Box 2115,Tualatin,OR 97062-2115 voice:(866)878.0048 fax:(503) 443-2052 I 1 teach noloAres,e�ectica Sample Post Inspection Results Inc. Entry Point Get Permit and Inspection Type (Refer to Sheet G.) Validate Request Valid? No Play Error Message. Yes ENTER INSPECTION ACTION # Return to menu Failed? Yes No Press 1,to leave message for the contractor or Inspector Enters failure code and Press 2,to continue system repeats the description. 1 2 MESSAGE HANDLING OPTIONS Send Request to Permit Record message System. Press 1 it message Is OK Press 2 to rerecord Press 3 to return to previous menu without saving ENDING MENU To end this call,Press 1 To post another result on this permit,Press 2 To post a result on a different permit,Press 3 To return to the Main Menu,Press 4 To repeat this menu.Press 9 NOTE: If connection is down between IVR&Host,IVR System will play a message to call back in one hour. Sheet H This call flow is a sample for evaluation purposes only. All features and functions shown may not be available due to the functionality available through your specific system interface. Selectron does not guarantee availability of all features and functions outlined in this call flow to your jurisdiction. Selectron Technologies, Inc. PO Box 2115,Tualatin, OR 97062-2115 voice:(866)878-0048 fax:(503) 443-2052 Selectlrolln S • tech nologlee,Inc. ample PIN Routine Entry Point 'Enter your PIN number" Look up PIN number in database Yes Valid PIN? No— IF Set Flag for Increment Inspector Error Count Continue Maximum No System plays error Errors message ` Yes ' Hang Up NOTE: If connection is down between IVR&Host,IVR System will play a message to call back in one hour. Sheet This call flow is a sample for evaluation purposes only. All features and functions shown may not be available due to the functionality available through your specific system interface. Selectron does not guarantee availability of all features and functions outlined in this call flow to your jurisdiction. Selectron Technologies, Inc. PO Box 21 1 5,Tualatin, OR 97062-21 1 5 voice: (866) 878-0048 fax: (503)443-2052 Se�ectror� Sample Plan Review Status tech�ologles,Inc. Entry Point Enter the Plan Number Get Plan Review Information from Host System speaks site address 2� 1 -if correct 2-to re-enter Speak Plan Review Information ENDING MENU 1 -To end this call L3 2-To receive a fax of this information 3-To hear Info on a different plan number 4-To return to the main Menu 9-To repeat this information I Return to Main Menu Enter a FAX Number Play FAX Number No Correct? Yes System builds FAX System sends FAX Return to Ending Menu NOTE: If connection is down between IVR&Host,IVR System will play a message to call back in one hour. This call flow is a sample for evaluation purposes only. All features and functions shown may not be available due to the functionality available through your specific system interface. Selectron does not guarantee availability of all features and functions outlined in this call flow to your jurisdiction. Selectron Technologies, Inc. PO Box 2115,Tualatin, OR 97062-2 1 1 5 voice: (866) 878-0048 fax (503)443-2052 Sample Administrative Screens Login Voice PeFmits AdministratoF Module MR- X i Login • Login Name: Password: Login • =OgOtA Exit Se�ectron technologles, Inc. Call Search Sample Administrative Screens Voice Permits Administrator Module 13 ;1 E ! Fax On-Demand` E. lnfo Lrne Activity Editor Variable Editor- ; ; Ha6day Editor EaR Searc Word-prompter [ taff l7irectory . J { �Search E'riteria —. _ FR1!n,;one pfthe,1w6,fields below and press Search,1 search, i Confirmation Number. �( 1 Permit Plum-ber ► � E �l Search Aesulks: CafH1Y k ENrmatiori �Permit Inip.x i Action m dsul� Ms I ' :at 7060 BLD2000-00598 195 Cancel N 312I01 7060 BLD2000-00598 195 Schedule N 3l2l01 kLOPDut� Se�e�tron technologies, Inc. Sample Administrative Screens Word Prompt Manager K-1 Voice Permits Administrator Module II X Fax-On- emand, j me71., Activity editor `VanabTe' %lit6r j HoGdayfditor Can Search f"of iortip�sj ; S a F Directory Search: . Brook ' Add e4ltl Numbet: : eKt 00277 BRITTONI 00278 BROCK 00279 BRODRICK -ffff0 ," - R OK FOREST 00281 BROOKE 00282 BROOKINS 00283 BROOKS <€> s �. 00284 BROWN "">`< 00285 BUTS 00286 BRUCE Word Settings —� Text: . i Sve .. H. �a - 1 Sel�ctrion technologies, Inc. Sample Administrative Screens Office Hours Adjustment . Module i Q , 1=ax On,�emand Info Line. rtTi Ar.EiVity Excitor, V�imb(i"`E k or ;HoGdayEditar ( '''Ca11 iS'oat h I ord f ro�nr pfs f 5ta '; irectory Scope VP =dd editi .. D� elete Xziwe FVafue r i Debug False I Dumm PIN 9988 IFII Frida End 17:00 . Frida Start 08:00 Lan9Default En dish MinimumAdvance 0 r: Monda End 17:00 I++IStart 08:00 _ OperatotDay 0 0 eratorNi ht 0 I Variable Settings ; Na JMondayStaft I . technologles, inc. Holiday Editor Sample Administrative Screens AdminiStFatOF ModulePRO fX t Fa -On-Demand Info Line ; Actirtity�ijEditor. ; f `1lanable E dtor [Holidaya Editar VCaII S Batch r ( . 1�fAfsl:P�ompks aff J?�reclory Jurlsdclloq ; City ( Edit a ; Delete -- - _ :bate f Descn lion - -- - Re u Y ' �`.j 0710412001 ;.:Inde enden a ba I Holiday Settings Date 1 t 11 Sane .. Descriptiorc 11ndependence Day , Cancel Recurring: Lo !Cut sat -- Se�+�c#ron technologles, Inc. Sample Administrative Screens Activity Editor Voice Petmits_Adminishator ModuleI � i VW6&Ie Pdtor I H rday toy l TC-04$earchWord.i rompts Staff Drcector"y ( ; Fax On Demand ( Info Line, ' 40fl ty ,10iFor E x. �: �� � edit �► °�_elate ' I iAec Per...y t IVR .lny� klns ;Prer.: er..: ffescn0ion INSP BLD 102 F 0704 Structural En ineer INSP BLD 103 F 0705 Setbacks,Pad Cer... ( INSP BLD 104 F 0706 Excavation INSP BLD 105 F 0708 Pier Holes INSP BLD 106 F 0830 Blockwall Footing INSP BLD 107 F 0823 Storm Drain (. r{��ct► it3�5ei9s - r �—� � Save Record Type: ':Insp Type .---jj Insp Code j.. _ Permik T e Prere Type: Prere Code: E — �. yP - 4 yP :J�( q ram.. I i. I-fdR Code: Description:. i F technologies, Inc. Sample Administrative Screens Staff Directory i minist Fator Moduleg X C I�Fast On=6erriarscl� (: ,InforLin� � 1�cbvityfE�ditor VanableEr star 1 66day'6ditor Call Search E. V;rJ rompts r + rrectolp. rn Ir ME itTame 7 TTansrerEKtronit" - E J IES '. IGNATi 1424 -- -= 501114 i JEFF HUGHES 1365 5007 SUSAN NEWTON 1411 5006 k; I € - �StafF,Member Settings E t First Name: Carol J Last Name".. Singletary Entension: F f Log Orat � xik technologies, Inc. Usage Report Sample Reports Voice PermitSTM 200 z _ '150 c� 100 n 50 Line 1 Line 2 Ln e 3 Lui e 4 Line Sunday Monday Tuesday Wednesday Thursday Friday Saturday Total 1 5 34 31 39 26 32 12 179 2 0 10 6 12 4 15 3 50 -� 3 0 3 0 2 0 9 1 15 4 0 2 0 1 0 3 0 6 Total 5 49 37 54 30 59 16 250 Sete+ trcpn tachnoloqiBs, Inc. Sample Reports Fax Report Voice PermitsTM Fax Template Phone Num ber Status Description Fax Sent Time • Inspection Results 443-2052 Successfu Ily Delivered 01107102 08:32 Dynamic Info.System doc 48 646-5278 Busy Signal 01/07102 09:15 Dynamic Info.System doc 48 646-5278 Successful Delivered 01107102 09:20 Utility Notification 292-4525 Successfu I Delivered 01107102 09:25 Certificate of Occupancy 498-4328 No Answer 01/07102 09:28 Certificate of Occupancy 498-4328 No Answer 01107/02 09:33 Certificate.of O ccu pan cy 498-4328 No Answer - Fin al Attem pt 01107102 09:38 Plan Review 428-6548 Successful Delivered 01107/02 10:25 Dynamic Info.System doc 24 528-6517 Successful Delivered 01/07102 10:35 Certificate of Occupancy 264-8624 Successfu I Delivered 01/07/02 10:48 Dynamic Info.System doc 16 945-4392 Successfu I Delivered 01/07/02 11:35 tacF�nolo�las, Inc. Sample Reports Inspector Report Voice PermitST11 In s p . In it. Sun. Mon. Tues. Wed. . . Thurs. Fri. Sat. Tota I • JLB 0 10 14 06 18 05 00 53 AB H 0 12 08 14 09 07 00 50 . CLW 0 08 09 07 12 08 07 51 PRL 0 09 10 10 14 06 08 57 Totals 0 39 41 37 53 26 15 211 • Se�ectron tachn,olo$.les, Inc: Sample Reports Inspector Traffic Report Voice PermitSTM Inspector Initials . Total Calls Total Duration Average Call Length (in minutes) (in minutes) JLB 10 15 1 . 50 ABH 11 20 1 .82 CLW 9 15 1 . 67 PRL 15 28 1 .87 Average 11 20 1 .77 ! Se�ectran tochnoloWias, Inc. Sample Reports Action Report Voice PermitST M Date Schedule Cancel HearResults . Post Results Plan Review Complaint Operator • 01ro7/02 63 10 14 35 08 07 05 01/08/02 58 09 16 42 12 08 06 01/09/02 62 12 20 29 07 10 08 01n 0/02 55 08 18 32 10 06 07 Tota 1 238 39 68 138 37 31 26 Se�ectlliron technoloyles, Inc: 111111 INN No m No moommommi i ii wi i ii !fi-■� immom� n u � U11111111R i 011 MILK Iml, 11 R � nri nn � i 0 � Selectron Technologies Abbotsford, BC • Voice Permits Rich. ond, BC IVR .Users --__. gVoice Utility Renton, WA r _ . Bellevue, WAKent,WA 17 Voice Tax Federal Wa ,WA • � ` k, � L` � � r It Portland ORS- ell Spokane; WA % Other Hillsboro 43% -Gresha.m,,OR � - �;� = Washington)County; •Missoula, MT ". .a Maurice's-Surirey=�t !� s Cla ka as County ?� •Marion �oun y 1 0 London,'�ON - u ene, OR Sono ' a_Count , I. !i Sterling Heights, MIy� • �= Y 1 J Jl I -- Sonortia-County__ r _ _ VaII�elo, CA F _ ( rLivingstoi.County,MI �{ Contra Costa County =� ��y I f San Ramon, CA i -� .ram_� ( r• ,y ? r'r`"" 1: li _ `I �illlvVle, an Hill CA�>IF '- ,Washinon County, MD ' Washoe Coun NV Toledo, OH ►. Gaithersburg, MD v�lle CA �� •Salt_Lake City, UT' Lincoln NE ' r Ma'rin Coun ' .0 � I --- ti • � �_--� ,' (.I � fI , ��� I • Longmont, CO :L __ +_ l �� r Arlingtoh County, VA Sacramento, CA ( • I ? i• ; ! J • San 1JUndro CA) II f *Summit Coun :. :� Prince William County, VA Fremont, CA _ - m *Mesa County _I -Hapton, VA San.I OI}is PA pal i Mesa Countyr- Eastec�' umapal Wate Dist _ct- i!__Mesa County-Elections -- 1 • =-1 .L— __�_._ Ir_edell County, NC Bakers field, CA S - Monroe, NC •• C6j -" Santa Monica, CA `y l gickory,_NC_j �lfr I ; : i. ME City,TX Gaston County,._NCl' I, Greenville Count , SC Thousand -_ A _ N 1 Y Prescott Valley,lAZ Euless TX Thousand Oaks;DA• * •Peoria AZ + ' - _ ' } • McKinney,TX Victorville, CA •; • 10 • I ? i �• • Tempe,AZ I i McKinney,TX Beverly Hills, CAN r' .r P �. • hu a Vista Cd•Chandler� IAZ Dallas-CUILn y , Fulton,County, GA • Anaheim, CA _ �; - . Richardso,TX' ! _ ! 'h �T• Anaheim, CA-Business Lac{in + • !: �-~-_ 1 Hilton Head Island, SC Fontana, CA Parking Citatl , • •Oro Valley, AZ c •• is Tallahassee, FL Irvine, CA ''� PimajCountyr ` Fort Worth,TX ! Leon Coun Orange County �. cson,AZ` --- --. � Fort Worth Water Department,TX- 9•_ - • Riverside, CA Cy�ac Int'I- •,, f - �!,` !' Bay County Riverside County Interpretive Serve s, Sugar Land,TX `, Orlando, FL ..-. l . Okaloosa County, FL-St. Pe rsburg`pL Turbo Data Systems, Inc.-Parking Citation ti .� _ __ :I �fr Orlando Property, FL Carlsbad, CA 1 r' - Clearwater:, FL I sceola County _ t Cucamonga County Water District ; f - ' Sarasota Coun • Hillsborough Coun i Polk C�u�o t� ), i a Raton, FL Manatee County. 'V,illage of Wellington, FL �IaQf Wellington, FL Lee Count Miami Beach, FL ?+>. . Naples, FL - Miami, FL Selection t e c h n o 1 o g i e s, i n c. COMPLETE IVR USER'S LIST City of Chandler AT: Monique Bond,Purchasing (602)782-2410 October 2001 City of Peoria AZ Linda Charron,Project Manager (623)773-7375 September 2001 City of Tempe AZ Remi Williams,Business Analyst (480)350-2948 March 2001 City of Tucson AZ Sherrie Dishroun,Systems Analyst (520)791-5550 August 1998 County of Pima AZ Connie Ingram,Permit&App.Dev.Manager (520)740-6511 August 1998 - • Town of Oro Valley AZ Missy Kem,Building Official (520)229-4831 July 2001 Town of Prescott Valley AZ Cyprinda Madrid,MIS Director (520)775-5512 October 1999 City of Abbotsford BC Victor Morcom, IS Manager (604)853-2281 New Contract City of Richmond BC Nasim Karsan,Application Systems Manager (604)276-4094 New Contract City of Anaheim-Building Department CA Julie Seay,Building Official (714)245-5153 November 2000 City of Anaheim-Planning&Zoning Dept. CA Cheryl Flores,Planning Assistant (714)765-5154 In Development City of Anaheim-Parking Citations CA Linda Eaves,Sr.Code Officer (714)765-5154 New Contract City of Anaheim-Business License CA Bill Sell,Revenue Manager (714)765-5194 In Development City of Bakersfield CA Melanie Dunwoody,Business Manager (805)326-3620 October 2000 January 1996 City of Beverly Hills CA George Chavez,Supervising Building Insp. (310)285-1155 Upgrade 1999 City of Carlsbad CA Lee Rautenkranz, Info.Technology Director (760)602-2450 October 2001 • City of Chula Vista CA Brad Remp,Asst.Director (619)691-5007 July 2001 City of Fontana CA Dick Jenson,Systems Administrator (909)350-7641 September 1995 City of Fremont CA Massoud Abolhoda,Building Official. (510)494-4461 August 1996 Upgrade 1999 City of Irvine CA Eric Tolles,Chief Building Official (949)724-6453 June 2000 City of Morgan Hill CA Mark Kahler,Chief Building Official (408)779-7236 August 1999 City of Riverside CA Dan Chudy,Building Official (909)826-5697 August 1999 City of Roseville CA Gene Paolini,Chief Building Official (916)774-5332 July 1999 City of Sacramento CA Robin Borre,MPDS Administrator Trainer (916)264-5934 April 2000 Rev 02115102 page 1 of 6 Se�ectron t e c h n o 1 o g i e s, inc. COMPLETE IVR USER'S LIST City of San Leandro CA Greg Park,IS Manager (5.10)577-3393 In Development City of San Ramon CA Steve Keagy,Technical Services Manager (925)973-2522 September 2000 City of Santa Monica CA Tim McCormick,Building Department Manager (310)458-8355 June 1999 City of Thousand Oaks CA Charlene Leonard,Planning (805)449-2217 June 2001 City of Vallejo CA Leon McNeil,Chief Building Official (707)648-4387 May 2000 • City of Victorville CA George Worley,Building Department Director (760)955-5082 New Contract County of Contra Costa CA Wick Smith,LIS Director (925)335-1186 December 1999 County of Marin CA Steve Jensen,Chief Building Inspector (415)499-6556 May 2001 County of Orange CA Laree Brommer,Computer Services (714)834-4620 August 1998 County of Riverside CA David Hexem,Systems Manager (909)955-1831 July 2000 County of San Luis Obispo CA Kim Murray,Senior Planner (805)781-5600 August 2001 County of Sonoma CA Brad Horrall,Project Manager (707)565-8201 March 1995 County of Sonoma Tax Department CA Brad Horrall,Project Manager (707)565-8201 In Development Cucamonga County Water District CA Jay Trunnel,Information Systems (909)987-2591 September 2001 Eastern Municipal Water District CA Denni Chambers,Purchasing (909)928-3777 In Development City of Longmont CO David Van Allen,Chief Building Official (303)651-8332 November 1999 County of Mesa Voice PermitsTm CO Katie Hill,Applications Analyst (970)244-1794 January 1997 • Elections Office County of Mesa CO Katie Hill,Applications Analyst (970)244-1794 January 1997 Assessor's Office County of Summit CO Kathy Skulski,Manager (970)668-4081 December 1996 City of Boca Raton FL Sandra Daughtrey,System&Dev.Manager (561)393-7724 July 2001 City of Clearwater FL John Armbruster,Information Technology (727)562-6867 October 2001 City of Miami Beach FL Laura Orozco,IT Project Manager (305)673-7040 January 1995 City of Miami FL Hector Lima,Chief of Inspection Services (305)416-1102 November 1998 City of Naples FL Stanley Dykes,IS Manager (941)213-5100 In Development Rev 0215102 page 2 of 6 Se�ectron t e c n n o I o g i1 e s, Inc. COMPLETE IVR USER'S LIST City of Orlando FL Mark Hoover,Project Manager (407)246-3060 November 1999 City of St.Petersburg FL Sharon Welch,MIS Manager (727)893-7544 December 2001 City of Tallahassee, FL Park Malloy,Information Services (850)891-8111 January 1997 County of Bay FL Barbara Dunham,Dev.Services Coordinator (805)784-4035 May 2001 County of Hillsborough FL. Mary Ann Simonsen,Permit Systems Coordinator (813)307-4516 January 1999 Upgrade August 2001 . County of Lee FL Mary Gibbs,Community Development Director (941)479-8345 February 1994 Upgrade June 1999 County of Leon FL Ray Burroughs,Director (805)488-8757 January 1997 County of Manatee FL . Jim Lee,Director/Building Official (941)746-3090 June 1997 Upgrade January 2001 Village of Wellington FL Adriana McKinsey,Build.&Planning Supervisor (561)753-2430 December 2000 County of Okaloosa FL Craig Mahiman,Administrative Director (850)651-7180 August 2000 County of.Osceola FL Alferedo Belocura,Senior Analyst (407)343-2836 May 2001 County of Polk FL Tern Atkisson,Administration Services Manager (863)534-6745 June 2001 County of Sarasota FL Lee Chribb,Computer System Specialist (941)378-6184 November 1999 County of Fulton GA Nancy Leathers,Director (404)730-8000 In Development City of Gaithersburg MD Barry Smith,Manager Information Services (301)258-6325 November 2000 County of Washington MD Randy Dick,Deputy Director (301)791-3070 In Development • County of Livingston MI Diane Gregor,Information Systems (517)548-3230 July 2001 City of Sterling Heights MI Mike Bartholomew,Building Official (810)446-2360 March 2001 City of Missoula MT Michele Tuero,Network Specialist (406)523-4629 June 2001 County of Gaston NC Danny Garrett,Building Official (704)866-3960 July 2001 City of Hickory NC Diedra Archambault,Tech.Services Coordinator (828)323-7415 November 1999 City of Monroe NC John Jones, IS Director (702)282-4670 New Contract County of Iredell NC Linda Niblock,Building Department Manager (704)878-5434 March 2000 City of Lincoln NE Wilma McCamley,Business Manager (402)441-6456 March 2000 Rev 02/15/02 page 3 of 6 Selection tech n o I o g i e s, Inc. COMPLETE IVR USER'S LIST County of Washoe NV Lori Piccinini,System Analyst (702)328-2574 April 1996 Upgrade October 2000 City of Toledo OH Ruth Weiss,-Acting Manager (419)245-1109 November 2001 City of Eugene OR Nancy Young,Inspection Support (541)682-6849 June 2001 City of Gresham OR Pam Butalla,System Administrator (503)661-3000 May 1997 City of Hillsboro OR Gerald McKee,Chief Building Official (503)681-6144 August 1999 • County of Clackamas OR Dick Polson,Chief Building Officer (503)650-3242 December 1996 Upgrade November 2000 County of Marion OR Karen Bennett,Network Manager (503)566-3965 January 1996 County of Washington OR Kevin Babbitt,Systems Administrator (503)648-4949 January 1994Upgrade May 2001 City of London OT John Hay,System Administrator (591)661-4667 August 2001 County of Greenville SC Keith Drummond,Bldg.Department Manager (864)467-7495 May 2001 Town of Hilton Head Island SC Tom Fultz,Operations Manager (843)341-4791 March 2000 City of Euless TX Kurt Kasson,Building Official 817-685-1656 July 2001 City of Fort Worth TX Jeff Wafters,Information Systems Coordinator (817)871-8180 March 2001 City of Fort Worth Water Dept TX Barbara Kemp,Sr.Info.Systems Administrator (817)871-6375 In Development City of McKinney TX Patti Hollis,Systems Technician (972)547-7590 March 2001 • City of Missouri City TX Sandra Stanley,MIS Director (281)261-4300 In Development City of Richardson TX Ken Brownfield,Mgr.Business Applications (972)238-4146 New Contract City of Sugar Land TX Karen Glynn,Comm.Development Director (281)275-2780 July 2001 County of Dallas TX Scott McDowell,Senior Buyer (214)653-7160 July 2001 City of Salt Lake UT Harvey Boyd,Assistant Director (801)535-6436 November 1999 City of Hampton VA Steven Shopiro,Code Compliance Director (757)727-6246 December 1999 County of Arlington VA Hung Tran, Insp.Services Division Chief (703)228-3848 October 1999 County of Prince William VA Jack Leonard,Permit/Record Branch Chief (703)792-6000 February 1999 Rev 02115102 page 4 of 6 Se�ectron technologies, Inc. COMPLETE IVR USER'S LIST City of Bellevue WA Toni Mommersteeg-Moore,Planning&Dev. (425)452-7844 July 2001 City of Federal Way WA Curt Ryser,GIS Supervisor (253)661-4091 March 2001 City of Kent WA Mike Lane,Systems Analyst (253)856-4642 In Development City of Renton WA Larry Meckling,Building Official (425)430-7280 October 2001 Janet Conklin,Development Services Rep. (425)430-7276 City of Spokane WA Uncha Kim,Information Analyst (509)625-6498 October 1995 • Rev 02115102 page 5 of 6 Se�ectron t e c h n o 1 o g i e s, Inc. COMPLETE IVR USER'S LIST CUSTOMIVR � CUST• CyraCom International,Inc.—Tuscon,AZ Ken Anders,President and CEO (520)745-9447 March 1998 Language translation call center Maurices,Inc.—Duluth,MN Client Survey Steve Sharkey (218)727-8431 In Final Testing Millicom Luxembourg/Tango-Luxembourg International call June 1998 Account balance access for cell phone customers Will provide numbers if requested Turbo Data Computer Systems,Inc—Orange,CA Roberta Rosen,President (714)744-9595 February 2000 Parking Citation Management Solutions Carlos Mendez,Vice President (714)744-9595 Rev 02/15/02 page 6 of 6