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A Milestone Utility Services, Inc. Proposal

IT Contract Professional Services

RFP #269-2015-060

City of Charlotte, North Carolina

July 24, 2015

July 24, 2015

RFP # 269-2015-060 IT Contract Professional Services

Milestone Utility Services, Inc. Confidential and Proprietary

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TAB CONTENT

TAB 1 Cover Letter

TAB 2 Executive Summary

TAB 3 Proposed Solution

TAB 4 Forms

TAB 5 CCPA Plan

TAB 6 Exceptions

TAB 7 Supplemental Information

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July 24, 2015 Mr. Philip Keller City of Charlotte Procurement Management Division 600 East 4th Street, CMGC 9th Floor Charlotte, NC 28202 RFP # 269—2015-060 IT Contract Professional Services FAX: 704-632-8522 E-mail: [email protected] Dear Mr. Keller,

Milestone Utility Services, Inc. is pleased to submit our proposal to provide IT Contract Professional Services. With this Transmittal Letter, Milestone attests to the accuracy of our proposal. Milestone is specifically proposing IT Professional Services for the Hansen Banner CIS and Oracle technologies.

Understanding of Work

Milestone understands that the City is seeking a group of IT Services Vendors that can provide various types of IT resources to the City. These resources may fill a variety of positions in support of the City’s overall IT strategy and augment the City’s staff whenever necessary. The work will include both technical and functional roles related to the City’s different applications that they currently have installed. The City will request potential staff from the vendors and the vendors will propose resumes to the City for their review and approval.

How Milestone will meet the City’s needs

Milestone is a specialized consulting firm that provides services related to utility billing and customer and field services. Milestone has a strong back ground in the City’s utility CIS, Hansen Banner CIS. Milestone can provide any type of resource related to Banner CIS and the Oracle Technologies. Milestone has a strong Banner CIS practice and can provide both functional and technical resources for the City. Additionally, should the City elect to replace Banner CIS, Milestone also has consultants with significant experience in other major CIS vendors in the current market, such as Oracle CC&B, SAP, and various Harris products.

Summary of Pricing

Milestone offers the City a very specific services solution and we feel our pricing is competitive at a flat rate of $130 per hour.

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Milestone is pleased to provide a strong team of functional and technical resources who are uniquely chosen based on their experience consulting, implementing, supporting, and operating utility industry applications. Our projected resource team is one that, we feel, realizes the importance of the City’s business requirements, budget, timeline, and existing operations. Each member of our team has a decade or more experience on the Hansen Banner CIS applications and Oracle.

The information contained in this Proposal or any part thereof, including its Exhibits, Schedules, and other documents and instruments delivered or to be delivered to the City, is true, accurate, and complete. This Proposal includes all information necessary to ensure that the statements therein do not in whole or in part mislead the City as to any material facts.

In accordance with the guidance and information you have provided:

This offer is made on behalf of: Milestone Utility Services, Inc. 11830 NW 4th Street Plantation, Florida 33325 FAX: 1-866-461-7992 Phone: 843-323-5589

Primary Point of Contact for this bid is: Milestone’s Authorized Agent for this offer

is: Linda Lee Lukas Business Development Milestone Utility Services, Inc 405 East Cambridge Avenue Greenwood, SC 29646 FAX: 1-866-461-7992 Phone: 803-960-1487 [email protected]

Frank Anderson Chief Business Development Officer 7624 Colebrook Drive Orlando, FL. 32818 FAX: 1-866-461-7992 Phone: 843-323-5589

Milestone has worked with the City for more than 6 years and we value the relationship. With this proposal, we would like to be considered as your solution provider and trusted advisors for this RFP 269-2015-060 IT Contract Professional Services. Milestone is committed to the success of your business. When your business succeeds, we succeed, and that guiding principle makes us the best at our business. Our team welcomes the opportunity to discuss our proposal with you and your team.

Regards,

Linda Lee Lukas, Business Development

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Contents Tab 2: Executive Summary ......................................................................................... 6 Tab 3: Proposed Solution ........................................................................................... 9

Proposed Solution. ...................................................................................................... 9 3.1 General Scope ..................................................................................................... 12 3.2 Charlotte Cooperative Purchasing Alliance ........................................................ 13 3.3 Job Categories ..................................................................................................... 14 3.4 Personnel Selection Process ................................................................................ 17 3.4.1 Request for Resume Notification ..................................................................... 17 3.4.2 Service Provider Resume Response................................................................. 17 3.4.3 City Resume Assessment ................................................................................. 17 3.4.4 Contractor Services Supplement Agreement ................................................... 17 3.4.5 Contractor Services Supplement Amendment ................................................. 17 3.5 City’s Current Applications ................................................................................ 17 3.6 Pricing ................................................................................................................. 18 3.7 Administrative Fees ............................................................................................ 19 3.8 Customer Service ................................................................................................ 19 3.9 Reporting Requirements ..................................................................................... 20 3.10 Appearance ....................................................................................................... 21 3.11 Employee Expenses .......................................................................................... 21 3.12 Time Records .................................................................................................... 21 3.13 Overtime ........................................................................................................... 21 3.14 Holidays ............................................................................................................ 22 3.15 Background Checks .......................................................................................... 22 3.16 Drug Testing ..................................................................................................... 23 3.17 Driving .............................................................................................................. 24 3.18 Temp to Perm Conditions ................................................................................. 24 3.19 Additional Services ........................................................................................... 24 3.20 Confidentiality and Non-Disclosure Contract and Assignment of Property Rights ........................................................................................................................ 24 3.21 City Contract Requirements .............................................................................. 25

Tab 4: Forms ............................................................................................................ 26 Milestone Utility Services Organizational Chart ......................................................... 42 Tab 5: CCPA Plan ...................................................................................................... 55 Tab 6: EXCEPTIONS ................................................................................................... 57 Tab 7: Supplemental Information ............................................................................. 58

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Tab 2: Executive Summary

Milestone Utility Services, Inc. (MUSI) is pleased to submit our proposal for RFP # 269-2015-060 IT Contract Professional Services. Our proposal includes consulting services to assist the City with Oracle Technologies and Hansen Banner CIS support, enhancement, and other service requirement requests.

Milestone can provide the City with experienced and qualified Utility CIS consultants that will meet the City’s need for either functional or technical expertise. Milestone has consultants across the United States and are willing to travel to meet the needs of the City or any of their partner companies in this RFP.

Milestone’s focus is only on Hansen Banner CIS and Oracle Technologies services and support. We are pleased to offer resources for the following areas:

Business Analyst Application Specialist Project Managers Testing Specialists Data Base Administration Training Specialist Technical Writer

Role Role Summary Responsible For Business Analyst

Milestone business analysts will assist the City with gathering and documenting requirements, and designing business process and system changes.

- Requirements Gathering and Documentation

- Design of Business Processes - Design System Changes - Triage and Analysis of System or

Process problems

Project Managers

Milestone Project managers will assist the City with developing project schedules, planning initiatives, and overseeing resources that are working on the City’s project.

- Develop Project Plan and Schedule - Project Communication - Stakeholder Communication - Staffing Plan - Managing Project Tasks and

Scheduling - Assessing and Managing Project Risk

Application Specialist

Application Specialists will develop new or make changes to existing application modules. Additionally, they will work with Testing Specialists to correct any

- Technical Design of system changes - Modification of source code - Triage issues with functional

resources

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Role Role Summary Responsible For issues found during the testing phase and assist with any production triage as necessary.

- Defect Corrections

Testing Specialists

Testing Analysts will execute test cases made for changes to systems or processes and document the results

- Develop Test Cases for Changes to System or Process

- Execute Tests - Document Test Results - Work with Application Specialists on

system changes (defects)

Training Specialist

Training specialists deliver system or process training to end users and manage the training process.

- Assess Training Needs and Scope - Identify trainees - Deliver Training to End Users - Schedule Training - Training evaluation

Technical Writer

Technical writers develop detailed documentation for use by end users and in training.

- Design and Develop Training Material

- Develop User Documentation, Guides, and other quick reference material

Milestone’s mission is to provide our clients end-to-end CIS solution services with an ultimate goal of ensuring they are 100% satisfied with the quality of our work and the value of our services. Our clients (as well as our consultants) are our most valuable assets, and we treat them as such. All of our business transactions are done with highest standards of integrity and honesty. Milestone has never had a project fail and all of our customers are referenceable.

Project Team

Milestone’s project team includes Functional Consultants with over 15 years of experience with the Banner/Customer Suite software and Technical Consultants with an average of almost 20 years of experience with Oracle Forms and Banner/Customer Suite. All of our technical consultants included on this project are experts in Oracle Forms, Pro C, Oracle Database, and PL/SQL. The Functional Consultants have over 15 years of Banner/Customer Suite CIS experience which includes functional design, documentation, training, testing, and an in depth knowledge of the water utility business.

Consultant Role Years of Experience Frank Anderson Business Analyst 17

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Consultant Role Years of Experience Mike Burnor Testing Specialist / Business

Analyst 15

Parker Burris Testing Specialist 16 Periasamy Chithan Application Specialist 19 Giridhar Madhavareddy, Application Specialist / DBA 16 Dwayne Bishop Project Manager 18

Milestone’s proposal sets itself apart because:

The resources being proposed for the specific skills required for this engagement have over 15 years of experience in Banner/Customer Suite, along with in depth experience in municipal water utilities, as well as an overall understanding of the utility industry.

The high degree of quality of its deliverables. Milestone’s 7 years of hands on experience and working knowledge of the City’s

Hansen Banner CIS and AMI Meter Reading system, which gives us a thorough understanding of the City’s requirements and business goals.

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Tab 3: Proposed Solution From Page 31 of RFP - 4.1.3

Proposed Solution. Given the purpose of this project and the City's goals as stated in this RFP, provide a creative solution to meet such goals. For each component of the Project described in Section 3, state whether your Proposed Solution complies and provide a description of how the Proposed Solution complies as well as any additional information requested. If you wish to add supplemental information, it shall be labeled “Supplemental Information.”

MILESTONE RESPONSE Milestone understands and acknowledges the requirements provided in the Proposed Solutions section of the RFP Document. Milestone consultants provided to the City will perform the requested tasks in a professional, workmanlike manor at all times. Milestone consultants can provide onsite support or perform their work offsite, depending on the requirements of the City. Milestone is a specialized consulting company providing professional services to energy and utility companies in the meter to cash, customer service, field services, and collections areas. The following is a brief description of how Milestone’s resources will perform the requested roles. Business Analyst Milestone Business Analysts work with our clients to gather requirements, understand the business needs & processes, and attempt to design solutions to meet these needs. The business analyst will work with the City business users and IT staff to understand the issues that need to be addressed, changed, or considered in the system or business process. Requirements will be documented and validated with the different groups affected by the potential changes. An approach document is created to define the potential changes in the system and also the changes required in the business processes. This approach document is estimated by the technical group (either the City’s or Milestone’s, depending on who is performing the technical work). The City may approve the changes or decide not to move forward. If the changes are approved, the Business Analyst will develop functional specifications, defining what changes will be made in the system to accommodate the change request. This document will be used to develop test cases as well as used by the Application Specialist to make the appropriate changes in the system. The Business Analyst will also develop or modify process the City’s documentation to show the new changes or processes that will be implemented. For non-system change activities, the Business Analyst will study the impact of making certain changes to business processes or potentially configuring the system in a different way, and the potential results of making these types of non-coding changes. Process changes and requirements will be documented and reviewed with the City to ensure they are accurate, and meet the City’s needs.

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Other tasks include working with the Training group to answer questions related to training or training documentation development, Issue triage in production or testing environments, and providing functional knowledge on capabilities and functionality of the systems with which they are working. Milestone Business Analysts also perform the roles identified in the Training and Technical Writing sections of the RFP. Project Manager Milestone project manager works with the stakeholders to develop plans for a project and then monitor and manage the initiative to completion. The project manager is responsible for working with different departments in the company to determine the steps and durations to complete the project being implemented. This information is compiled into a project schedule. Milestone consultants use Microsoft Project to develop project schedules to show the tasks, durations, and resources assigned to each task. The Project Manager then works with the assigned resources to coordinate tasks and the effects of tasks not being completed on time. Milestone Project Managers work with the stake holders to develop other project documentation, for instance:

- Project Charter – definition of the objective and purpose of the project, project budget, and defines the stakeholders and decision makers for the project.

- Communication Plan – defines how, when, and to whom project information is communicated.

- Staffing Plan – Determine which resources or resource types are needed and when - Risk Assessment and Plan – analysis of risks to the projects and the plan to mitigate

these risks. Additionally, Project Managers will conduct update / status meetings with stakeholders, City management, and other groups as needed during the project to communicate information and issues about the project. The Milestone Project Manager will work closely with their City counterpart (Project owner) to communicate issues (resource, schedule, budget, etc) and other project related information. Application Specialist Milestone employs experienced and skilled Application Specialists. Application specialists will work with the Business Analysts group to estimate changes made in the application. Once the functional specification is completed, the application specialists will modify the source code or create new source code objects in the application or database according to the functional design. The Application Specialist will perform some basic tests after completing development to ensure basic functionality of the code. Additional roles include

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- Triage issues in the application – read / review source code to understand how the code is working and provide information to the Business Analyst or Testing Analyst.

- Write complex queries for data mining or assist with data mining activities with Testing or Business Analyst

- Develop data clean up scripts as needed - Fix defects that are reported by the Testing or Business Analyst

Testing Analyst Milestone Testing Analysts will develop and execute test cases to validate changes made or issues reported in the Application. Changes may be related to business process, defects, issue resolution, or source code modifications. A test plan will be developed that will document the types of tests that are to be executed along with the types of accounts needed for the test, and any configuration changes (rules & validations) needed. The test case will be created documenting the steps to be executed to test the changes. Once the change is applied to the testing database, or the configuration change or business process information has been completed, the test will be executed. Milestone testers will document account numbers as well as actual results, in addition to screen shots, reports, and other proof that the test has been completed. Completed test cases are stored on the City’s share site so other resources may have access to the completed test case. As issues arise, the tester will document the failed test case step, along with any additional steps to recreate the problem and work with the appropriate personnel to get the issue corrected. This may mean working with a business analyst on a business process change or a system configuration change or working with an Application Specialist to make changes to the source code. Database Analyst The Milestone Database Analyst is responsible for the health and stability of the City’s application database. The Milestone DBA will be responsible for monitoring and taking preventative measures to ensure that the database is available. The DBA will maintain production, testing, and development environments on the City’s servers, and ensure these are usable and available. Additionally, the DBA will provide the following services

- Schedule production clones and on demand clones to various testing environments. - Defining, implementing, and maintaining the production back up - Defining and testing recovery plans from back up - Applying patches to development, testing and production databases - Implementing database security protocols to secure the City’s data - Monitor for long running queries or other performance issues on the production

database

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3.1 General Scope

From page 14 of RFP General Scope. The City of Charlotte is seeking Service Providers capable of supplying experienced, qualified, and professional IT Contractors to fulfill the City’s varied IT functions when supplementation of full time City staff is necessary.

Contractors provided by the Service Provider will support various IT initiatives across the City to different Departments and Divisions. Following Contract award and at the commencement of each assignment (“Supplement Agreement”), the Service Provider will be provided with a detailed scope of work that contains measurable goals and objectives for the Contractor.

While the City is flexible with respect to certain elements of its proposed relationship with the Service Provider, the City does have certain preferences and has developed the following model. MILESTONE RESPONSE: Milestone understands the scope of this RFP.

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3.2 Charlotte Cooperative Purchasing Alliance

From page 14 of RFP Charlotte Cooperative Purchasing Alliance. Pursuant to N.C. G.S. 160A-461 and 143-129(e)(3), the City of Charlotte Procurement Management Division has established the Charlotte Cooperative Purchasing Alliance (CCPA). The purpose of the CCPA is to allow other public agencies regionally and nationwide to use contracts competitively solicited and awarded by the City. Combining the volumes of government agencies achieves cost effective pricing and reduces the administrative and overhead costs of suppliers and public agencies alike. By providing a comprehensive and competitively solicited Contract through a single RFP process, county, city, special district, local government, school district, private K-12 school, technical or vocational school, higher education institution (including community colleges, colleges and universities, both public and private), state, other government agency or nonprofit organization can utilize the subsequent contract(s) without the need for further solicitation. Service Providers should consider the potential volumes when responding to this RFP. Participation by other entities is strictly voluntary and no volumes are guaranteed. Participating Public Agencies (PPA’s) must register with the CCPA at: www.charlottealliance.org.

The objective of this RFP is to utilize participation among the City, as well as various other Public Agencies, to provide low cost reliable Services. The Service Provider must agree to receive orders from the City and all Participating Public Agencies and to provide all Services ordered to a specified City and Participating Public Agency address. MILESTONE RESPONSE: Milestone acknowledges the City’s use of the CCPA.

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3.3 Job Categories

From page 14 of RFP Job Categories. Listed below are the categories of technical proficiency and the levels of experience/expertise for each category. These positions and the requirements are not all inclusive, but are meant to be representative of typical IT Contract Professional Services.

Category. The categories provide a basic functional description for types of positions needed. Depending on the needs of the Department or Division, there may also be additional or less functional responsibilities. Functional responsibilities shall be determined in greater detail in the Department’s or Division’s Resume Request.

Level. The levels provide different options for each category, including the basic position, and also lower responsibility positions (Support), and higher responsibility positions (Senior). The appropriate levels of responsibility shall be determined at the sole discretion of the Department or Division in its Resume Request. MILESTONE RESPONSE:

CATEGORY LEVEL

MILESTONE CAN SUPPLY FOR BANNER

CIS AND ORACLE

TECHNOLOGY

Business Analyst

Business Analyst Support YES

Business Analyst YES

Senior Business Analyst YES

Project Manager Project Manager Support

YES

Project Manager YES

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CATEGORY LEVEL


CIS AND ORACLE

TECHNOLOGY

Senior Project Manager YES


Application Specialist Support

YES

Application Specialist YES

Senior Application Specialist

YES

Testing Specialist

Testing Specialist Support YES

Testing Specialist YES

Senior Testing Specialist YES

Technical Writer

Technical Writer Support YES

Technical Writer YES

Senior Technical Writer YES

Training Specialist

Training Specialist Support

YES

Training Specialist YES

Senior Training Specialist YES

Network Engineer

Network Engineer Support

NO

Network Engineer NO

Senior Network Engineer NO

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CATEGORY LEVEL


CIS AND ORACLE

TECHNOLOGY

System Administrator

System Administrator Support

NO

System Administrator NO

Senior System Administrator

NO

Database Administrator

Database Administrator Support

YES

Database Administrator YES

Senior Database Administrator

YES

Security Engineer

Security Engineer Support

NO

Security Engineer NO

Senior Security Engineer NO

Technician

Technician Support NO

Technician NO

Senior Technician NO

Other

(Other) Support NO

(Other) NO

Senior (Other) NO

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3.4 Personnel Selection Process From page 21 of RFP The Personnel Selection Process includes several steps, which are explained below, with more process details and training to be provided after Contract execution.

3.4.1 Request for Resume Notification MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.4.2 Service Provider Resume Response MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.4.3 City Resume Assessment MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.4.4 Contractor Services Supplement Agreement MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.4.5 Contractor Services Supplement Amendment MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.5 City’s Current Applications From page 23 – 24 of RFP The City of Charlotte is currently utilizing some of the following applications. This partial list is subject to change without notice and at the City’s discretion.

Microsoft Products & others: Office 2010 and higher

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Project Server 2013, Microsoft Professional 2013 and 2010 Exchange 2010 and higher Visio 2010 and 2013 Visual Studio .NET SharePoint 2010 and 2013 MS Reporting Services

Business Intelligence Applications (Crystal Reports, COGNOS, WebFocus)

BizTalk 2010 and higher

PeopleSoft HRMS

Tyler MUNIS ERP

Hansen Banner Customer Information System

KRONOS Time Management

ESRI ArcGIS, including Server and SDE (both MS SQL and Oracle), Engine, Mobile and Image Server. ArcMap, including Spatial Analyst, Network and other extensions

Adobe Creative Suite

Cityworks (Azteca)

Expression Suite 4.0

SQL Server

Oracle

WebLogic

Apache

Other proprietary applications MILESTONE RESPONSE: Milestone provides functional and technical support for Hansen Banner CIS. Milestone also supports technical aspects of Oracle.

3.6 Pricing From page 24 of RFP

Pricing. The City expects to establish a long-term relationship with its IT Contract Professional Services Service Provider in order to permit costs and fees to be distributed properly over a sufficient time period. For purposes of this RFP and the Service Provider’s Proposal, assume an initial term of three (3) years, with the City having an option to renew for two

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(2) additional consecutive one (1) year terms thereafter.

Regardless of exceptions taken, Service Providers shall provide pricing based on the requirements and terms set forth in this RFP. Pricing must be all-inclusive and cover every aspect of the Project. A pricing worksheet is provided in Section 6, Form 4 to assist you. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.7 Administrative Fees From page 24 of RFP

Administrative Fees. The Service Provider(s) shall pay the City a minimum of one (1) percent quarterly administrative fee based on overall CCPA Program spend by the City and Participating Public Agencies during the term of the contract and will include a report as mutually agreed to by the parties outlining the CCPA spend. The Administrative Fee shall be paid no later than 30 days after the end of each calendar quarter during the term of the contract. It is the responsibility of the Service Provider to set the Administrative Fee on Section 6, Form 4. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.8 Customer Service From page 24 of RFP

Customer Service. The City is very focused on Customer Service and strives to provide all customers with quality services in a manner that is courteous, responsive, accessible, and seamless. The Services shall be delivered with patience, understanding, good will, and without regard to the Service Provider’s convenience. The selected Service Provider will be expected to use these guidelines in providing Services:

Accessible, courteous, responsive and seamless customer service is of highest priority for the City.

Accessible service means that citizens have easy access to the organization. Seamless customer service means that a customer gets good service no matter who is

responsible. Responsible customer service means that our employees know what they are doing:

that information they give is accurate; that they have a good understanding of how to get problems and decisions made; that they are trained and evaluated for the jobs they

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are doing. Customer Service goals must be measurable and regularly evaluated. Continuous improvements in customer service must be made in order to make City

services accessible, responsive and as seamless as possible. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.9 Reporting Requirements From page 25 of RFP

1.1.1. Emergency Contacts. Throughout the term of the Contract, the Service Provider shall prepare,

submit and maintain an updated Emergency Contact List for the Service Provider as well as for each Contractor assigned to the City.

1.1.2. Quarterly Invoice Status Report. Throughout the term of the contract period and on a quarterly basis, the

Service Provider shall prepare, submit, and maintain for each Contractor, an Invoice Status Report. This report shall be submitted by the 15th of the month preceding the end of quarter to the City’s Principal Contact, listed in Section 32. of the Contract, and shall include the following information, preferably in an MS Excel or other table format:

A list of all invoices broken down by department with the following supplemental information for each Contractor assigned to the particular department: Contact Employee name; Invoice Date; Invoice Number; Cost Center; Period Worked; Amount Billed; Supervisor and/or Requestor; and Indication of payment or non-payment.

* For each indication of non-payment that is over forty-five (45) days past due, attach a copy of the applicable invoice.

1.9.3 CCPA Quarterly Usage Reports. Service Providers must have the ability to provide an itemized usage

report to include but not limited to agency name, contract employee name, job description, hours worked, hourly rate and total cost.

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MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.10 Appearance From page 26 of RFP Contractors shall be expected to dress appropriately according to the job assignment and environment. Appropriate dress shall be specified in the Supplement Agreement associated with the job assignment. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.11 Employee Expenses From page 26 of RFP The City shall not pay Contractor expenses such as travel, lodging, meals, relocation costs, etc., except in cases where prior written approval has been obtained from the City Point of Contact for the respective Supplement Agreement. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.12 Time Records From page 26 of RFP The Service Provider shall access to an online portal for reviewing and approving weekly time cards. Access shall be granted to the individual(s) requested by the respective Department for each Supplement Agreement. Each Contractor shall be responsible for completing a weekly time card that accurately states the time billable to the City. Time may not be included on an invoice to the City unless prior approval via the online portal has occurred. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.13 Overtime From page 26 of RFP Overtime is permitted for Contractors at the sole discretion of the City, and only upon prior written authorization from the City Point of Contact for each respective Supplement Agreement. The overtime rate of pay shall be equal to the Contractor’s regular hourly rate of pay.

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3.14 Holidays From page 26 of RFP Contractors may be required to work on City holidays depending on specific job requirements. The Service Provider shall be provided the City holiday schedule(s) upon Contract award and shall be informed of special requirements regarding specific assignments via the Request For Resumes process. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.15 Background Checks From page 26 – 27 of RFP

Background Checks. Prior to starting work under the Agreement, the Service Provider is required to conduct a background check on each Contractor assigned to work under the Agreement, and shall require its subcontractors (if any) to perform a background check on each of their employees assigned to work under the Agreement (collectively, the “Background Checks”). The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check. Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA) and the Municipal Records Retention Schedule. The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

If the Service Provider undertakes a new project under the Agreement, then prior to commencing performance of the project the Service Provider shall perform a Background Check for each Service Provider employee assigned to work on the project, and shall require its subcontractors (if any) to do the same for each of their employees.

The City may request, and the Company shall provide at an additional cost to the City, additional or more extensive checks from time to time dependent on the nature of the assignment. The Company shall submit a separate invoice to the City for the additional and or more extensive background checks as they are requested. The invoice shall detail the Services rendered. The following are examples of additional checks. The Service

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Provider must provide pricing for these checks on Section 6, Form 4.

If the job duties require driving: A motor vehicle records check.

If the job duties include responsibility for initiating or affecting financial transactions: A credit history check.

If the Supplement Agreement requests an assignment with the Department of Social Services: A sexual offender registry check.

The Service Provider must follow all State and Federal laws when conducting Background Checks, including but not limited to the Fair Credit Reporting Act requirements, and shall require its subcontractors to do the same.

The Service Provider shall notify the City of the results of each Background Check, to specifically identify whether or not any areas of concern were indicated.

The City and may conduct its own background checks on principals of the Service Provider as the City and deems appropriate. By operation of the public records law, background checks conducted by the City are subject to public review upon request.

Additionally, the Charlotte-Mecklenburg Police Department (CMPD) requires and conducts its own separate background check for any Contractor it selects. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.16 Drug Testing From page 27 – 28 of RFP

Drug Testing. Pre-Placement Drug Test. The Company shall ensure that each Contractor assigned to the City is administered a drug test, at no additional cost to the City, within thirty (30) days prior to the first day on assignment with the City. The drug test must be a 9-panel test unless otherwise indicated by the City. No Contractor with a positive test result shall be able to be assigned to the City.

Post Accident Drug and Alcohol Test. The Company shall be responsible for ensuring that each Contractor assigned to the City is administered a Post-Accident Drug and Alcohol Test, at the Cost of the Service Provider, immediately following any accident involving the Contractor while on assignment at the City. Contractors must have a negative test result in order to return to the assignment at the City. Testing must take place within thirty-two (32) hours of the incident. If the required testing is not performed or the Contractor has a positive test result, the Contractor’s Supplement Agreement shall be immediately terminated.

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3.17 Driving From page 28 of RFP Contractors may be required to drive depending on specific job requirements. The Service Provider shall be informed of special requirements regarding specific assignments via the Request For Resumes process. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.18 Temp to Perm Conditions From page 28 of RFP The City may, from time to time, hire a Contractor after the Contractor has been on assignment with the City for any period of time (“Temp-to-Perm Conversion”). The City shall not be charged any type of fee for Temp-to-Perm Conversions by the Service Provider regardless of the length of assignment prior to the Temp-to-Perm Conversion. MILESTONE RESPONSE: Milestone does not typically convert temporary works to full time workers with our clients. However, Milestone would be agreeable to providing this service to the City if required.

3.19 Additional Services From page 28 of RFP The City may, at its discretion, request “Pay Rolling” Services from the Service Provider. Pay Rolling refers to a request by the City for the Service Provider to enroll an individual, specified by the City, on the Service Provider’s payroll for assignment to the City. The specified individual would then be considered an employee of the Service Provider. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.20 Confidentiality and Non-Disclosure Contract and Assignment of Property Rights From page 28 of RFP Any Contractor assigned to the City shall be required to sign the Confidentiality and Non-Disclosure Contract and Assignment of Property Rights attached herein as Exhibit

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E. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

3.21 City Contract Requirements From page 28 – 29 of RFP The City will enter into a Contract written by the City with the successful Service Provider(s) that contains the terms and conditions set forth in Exhibit A. Each Service Provider must state specifically in its Proposal any exceptions to the terms and conditions included in Exhibit A, and any proposed additional terms or conditions deemed important by the Service Provider. The City will take any such exceptions and proposed additions into account during the evaluation process. Any terms and conditions that the Service Provider does not specifically object to will be incorporated into the resultant Contract. Notwithstanding the foregoing, the City reserves the right to change the proposed contractual terms and conditions prior to or during contract negotiations if it is in the City’s best interest to do so. The terms and conditions set forth in Exhibit A are not all inclusive. The City may propose additional terms and conditions based on the responses to this RFP and the City’s analysis of the successful Service Provider’s Proposal. MILESTONE RESPONSE: Milestone acknowledges and agrees to this requirement.

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Tab 4: Forms

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Form 1 Please see .JPEG document with signature.

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Form 4 REQUIRED FORM 4 - PRICING WORKSHEET

RFP # 269-2015-060


Regardless of exceptions taken, Service Providers shall provide pricing based on the requirements and terms set forth in this RFP. Pricing must be all-inclusive and cover every aspect of the Project. Cost must be in United States dollars rounded to the nearest quarter of a dollar. If there are additional costs associated with the Services, please add to this chart. Your Price Proposal must reflect all costs that the City will be responsible for. Service Providers should only provide pricing for those Categories and Levels for which they are able to provide eligible professional IT Contractors.

Indicate the low/high Pay Rate range and Bill Rate range for each Category/Level/Type below, as well as the mark-up for each applicable category. Pay Rate and Bill Rate ranges, as well as Mark Up percentages indicated here shall be incorporated into the final Contract with the Service Provider.

CATEGORY LEVEL PAY

RATE LOW

PAY RATE HIGH

BILL RATE LOW

BILL RATE HIGH

MARK UP %

Business Analyst

Business Analyst Support

Business Analyst

Senior Business Analyst $80

$101 $130 $130 30-60%

Project Manager

Project Manager Support

Project Manager

Senior Project Manager $80

$101 $130 $130 30-60%


Application Specialist Support


Senior Application

Specialist $80 $105 $130 $130 24-60%

Testing Specialist

Testing Specialist Support

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CATEGORY LEVEL PAY

RATE LOW

PAY RATE HIGH

BILL RATE LOW

BILL RATE HIGH

MARK UP %

Testing Specialist

Senior Testing Specialist $70

$101 $130 $130 30-85%

Technical Writer

Technical Writer Support

Technical Writer

Senior Technical Writer

Training Specialist

Training Specialist Support

Training Specialist

Senior Training Specialist

Network Engineer

Network Engineer Support

Network Engineer

Senior Network Engineer



Support

System

Administrator

Senior System Administrator



Support

Database

Administrator

Senior Database Administrator $90

$110 $130 $130 20-45%

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CATEGORY LEVEL PAY

RATE LOW

PAY RATE HIGH

BILL RATE LOW

BILL RATE HIGH

MARK UP %

Security Engineer

Security Engineer Support

Security Engineer

Senior Security Engineer

Technician

Technician Support Technician

Senior Technician Administrative Fees: Per Section 3.7., the Service Provider shall pay the City of Charlotte an Administrative Fee of _1__% (minimum of 1%) based on all City and Participating Public Agency sales volumes within 30 days of the end of each calendar quarter set forth in the subsequent Contract. It is the responsibility of the Service Provider to set the Administrative Fee.

Milestone Response:

Milestone will compute a 1% Administrative Fee once a month and remit the amount to the City.

Pricing Incentives and Rebates: Service Providers shall identify any incentives and rebates offered based on volume, dollar amounts, or other criteria:

REBATE DESCRIPTION AMOUNT / PERCENTAGE

Reference the Charlotte Cooperative Purchasing Alliance (CCPA) website at http://www.charlottealliance.org

Milestone Response

Milestone does not offer volumetric incentives or rebates at this time.

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In the table below, indicate the cost associated for each type of background check that may be requested from time to time. The Rates indicated here shall be incorporated into the final Contract with the Service Provider.

Type Level Cost

Criminal

(Additional incidences – original and annual checks are at the expense of the Service Provider )

State $ 18.18 /ea

National $ 18.18 /ea

DMV State $ 11.20 /ea

National $ /11.20ea

Employment State $ 9.60 /ea

National $ 9.60 /ea

Credit Check State $ 8.08 /ea

National $ /8.08ea

Sexual Offender Registry State $ 10.60 /ea

National $ 10.60 /ea

Please indicate the cost associated with “Pay Rolling” Services as defined in RFP Section 3.16. Additional Services Cost “Pay Rolling” Milestone will provide this service at a

20% mark up from the resources cost to Milestone. (Cost is defined as salary plus benefits and payroll taxes.)

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Form 6

REQUIRED FORM 6 – MWSBE SUBCONTRACTOR UTILIZATION

RFP # 269-2015-060


The City maintains a strong commitment to the inclusion of MWSBEs in the City’s contracting and procurement process when there are viable subcontracting opportunities.

Service Providers must submit this form with their proposal outlining any supplies and/or services to be provided by each City certified Small Business Enterprise (SBE), and/or City registered Minority Business Enterprise (MBE) and Woman Business Enterprise (WBE) for the Contract. If the Service Provider is a City-registered MWSBE, note that on this form.

The City recommends you exhaust all efforts when identifying potential MWSBEs to participate on this RFP.

Company Name: MILESTONE UTILITY SERVICES, INC

Please indicate if your company is any of the following:

__X_ MBE ___WBE ___SBE ____ None of the above

If your company has been certified with any of the agencies affiliated with the designations above, indicate which agency, the effective and expiration date of that certification below:

Agency Certifying: National Minority Supplier Development Council

Effective Date: 7/24/2014 Expiration Date: 9/1/2015

Identify outreach efforts that were employed by the firm to maximize inclusion of MWSBEs to be submitted with the firm’s proposal (attach additional sheets if needed):

Milestone is a certified MBE. We are specialized in the Hansen Banner CIS and Oracle technologies. We have not identified outreach efforts to utilize any other WBE or SBE provider. If there is a local firm with talents that meet requirements and qualify as a WBE or SBE, we certainly would consider the opportunity to partner to provide services.

______________________________________________________________________________

______________________________________________________________________________

Identify outreach efforts that will be employed by the firm to maximize inclusion during the contract period of the Project (attach additional sheets if needed):

Milestone is a certified MBE. The services we provide for Hansen Banner CIS are highly specialized. We currently employ the best available talent in the industry but are always looking for additional consultants as needs require. We gladly work with any department that may know of SBE and WBE groups that can support the required services.

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List below all MWSBEs that you intend to use on this Contract.

Milestone is a certified MBE. We do not anticipate using any subcontractors at this time.

Subcontractor Name Description of work or materials

Indicate either “M”, “S”, and/or “W”

City Vendor #

Total MBE Utilization % Total WBE Utilization % Total SBE Utilization % Aggregate MWSBE Utilization %

7/7/2015 Milestone Utility Services, Inc Date Name of Company Unknown at this time. _____________________________ Estimated Total Contract Value Name, Title and Signature Please see .JPEG document with signature.

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Form 7

REQUIRED FORM 7 – Service PROVIDER’S BACKGROUND RESPONSE

RFP # 269-2015-060


Service Providers should complete and submit the form below as part of their response to this RFP.

Question Response Service Provider Identification

Service Provider Name (Official Name) MILESTONE UTILTIY SERVICES, INC Service Provider Location (corporate headquarters) PLANTATION, FLORIDA

Service Provider Experience Years of Experience: # of years in business: 12 Customer Base: # of public sector clients 15 # of public sector clients using the services being proposed. 15

Identify by name some of the clients similar to City (e.g., similar in size, complexity, location, type of organization)

City of Chicago, IL, City of Richmond, VA, City of Kansas City, MO, City of Lubbock, TX, City of Roseville, CA, City of Riverside, CA

Market Focus:

Identify industries and public sector market segments served

Milestone Utility Services, Inc. is focused on the utility and energy industry only. We work with municipalities and IOUs. MUSI’s client base covers utilities and energy companies that that provides multiple services to more than 1.5 million customers where the database size is more the 3 Terra bytes in each data base; to smaller utilities that are billing only one service to their 30,000 customers.

User Groups: Identify national and regional user groups NONE Explain the purpose and function of user groups Not Applicable.

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Identify if there is an annual or biannual user conference NONE

Identify next planned national conference (location and date) CS Week. May 2016. Phoenix, AZ

Terminated Projects: List any terminated projects. Please disclose the jurisdiction and explain the reason for the termination.

NONE

Litigation: List any litigation that you have been involved with during the past two (2) years on IT Contract Professional Services implementations.

NONE

Organization Size If Service Provider is a subsidiary, identify # of employees in proposing company/division.

Not a Subsidiary

If Service Provider is a subsidiary, identify revenues of proposing company/division NA

Identify the percentage of revenue used for research & development by the proposing company/division

NA

Corporate Notes Privately held? Publicly traded? Parent Company? Privately held Corporation, owned by 3 partners

Identify any certifications held by your firm if you are implementing or reselling another firm's products. Include how long the partnership or certification has been effect.

Oracle Gold Partner

Additional Narrative Response Provide an overview and history of your company.

Please See the Supplemental Information - Background and Experience

Describe your total organization, including any parent companies, subsidiaries, affiliates and other related entities.

Milestone was started in 2002 and is privately owned by 3 partners and employs over 60 professionals with an average of 20 years of experience in the utility and energy industry. Our focus is CIS (Banner at City of Charlotte).

Describe the ownership structure of your organization, including any significant or controlling equity holders.

The 3 partners own Milestone Utility Services, Inc. as a privately held corporation based in Florida.

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Provide a management organization chart of your overall organization, showing director and officer positions and names and the reporting structure. Please see the Chart that follows this form. Provide detailed information for the IT Contract Professional Services business segments of your organization, showing the reporting structures within these segments and among these segments and the overall organization. Same as Organization Chart attached. Describe any organizational changes such as divestitures, acquisitions, or spin-offs involving your IT Contract Professional Services business segments that have occurred in the latest two (2) years or are anticipated in the future. Include all appropriate organizational charts. None

Detail how long the company has been providing IT Contract Professional Services to local governments and include information regarding experience with similar IT Contract Professional Services projects.

Milestone has been providing Banner CIS consulting services for 13 years. During this time, Milestone has developed numerous enhancements and interfaces for the Banner CIS application. Milestone provides the City of Chicago with maintenance and support for the Banner application. This entails modifying the Banner application according to the City’s requirements, in addition to defect fixes and triage work.

Describe the key individuals, along with their qualifications, professional certifications and experience that would comprise your organization’s team for providing Services to the City.

Frank Anderson - Consultant. He has held leadership positions on Banner CIS projects for a variety of public and private utility companies. He has 17 years of project experience including planning, designing, testing, and documentation. Additionally, he has in depth experience with gathering requirements, documenting functional and technical design. Interface testing experience includes mobile workforce management, inventory management, general ledger, meter reading, and bill printing software. He has experience in e-business, client server, web technologies, and full life-cycle project development. Periasamy Chithan – Technical Lead. Led and

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served on many teams developing and implementing software based solutions, legacy system integration, and process improvement. Over 18 years of experience in software industry related to Utility Industry, Service Delivery management, CRM, team leadership, analysis, design, scheduling, development, delivery, testing and end-user training. Chithan has 18 years of Banner CIS project experience. Mike Burnor – Consultant - He has held leadership and support positions on Customer Information System (CIS), and Revenue Administration & Management projects for a variety of projects in the utility sector. He has over 13 years of utility experience. The majority of Mike’s experience has been working with CIS and Revenue Management projects including; Business Unit requirements gathering, conversion planning, CIS architectural design, business process configuring, software interface mapping, business integration, CIS unit testing, process documentation and post-implementation business support. Mike has extensive experience with CIS data extraction for utility-based CIS conversions and implementations, Utility CIS integrations with FIS software, data integrity and business requirements for Revenue Analysis.

If the Service Provider’s proposal submission will be from a team composed of more than one (1) company or if any subcontractor will provide more than fifteen percent (15%) of the Services, provide a description, which includes the teaming relationships, form of partnership, each team member’s contribution, and the experience of each team member, which qualifies them to fulfill their responsibility. Provide descriptions and references for the projects on which team members have previously collaborated. NA

Explain how your organization ensures that personnel performing technical support services are qualified and

The talent pool of resources with Banner CIS experience is relatively limited, and therefore Milestone can choose consultants with whom we

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proficient. are familiar and have worked with in the past at previous engagements, as opposed to hiring individuals that are unknown to our company.

Please provide information regarding the level of staffing at your organization’s facilities, as well as the level of staffing at subcontractors’ facilities, if known.

Milestone has 10 employees and contractors located in South Carolina and the rest of its employees and contractors are spread across the US. The majority of those are in the Southeast US – Georgia and Florida.

If your organization has been the subject of a dispute or strike by organized labor within the last five (5) years, please describe the circumstances and the resolution of the dispute. NA

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Milestone Utility Services Organizational Chart

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Form 8

Required form 8 – SERVICE PROVIDER QUESTIONS RFP # 269-2015-060


Service Providers should complete and submit the form below as part of their response to this RFP.

Question Response Service Provider Name (Official Name) MILESTONE UTILITY SERVICES, INC. What steps will your organization take to ensure that any transition of Services runs smoothly?

Milestone has a proven methodology and PMO office that manages all projects and assignments.

Prepare and submit a Project Plan (preferably in MS Project format) to describe, to the best of your ability, all times, tasks and resources associated with the performance of Services. The Project Plan is subject to the terms set forth in Section 7 of this RFP.

The services Milestone is offering is not project specific. Milestone uses MS Project and a proven methodology to monitor all tasks in a project to insure on-time and on-budget delivery. A sample project plan follow this table.

Describe the communications scheme that your organization will use to keep City Departments and the City Project Manager informed about the Services.

Milestone suggests a weekly or bi-monthly meeting to discuss the progress of the development. We suggest having a weekly testing meeting during the testing phase to ensure all parties are informed of the current issues. Additionally, Milestone uses an internal defect tracking system that is used internally to track defects through the various phases and assignments in the life cycle of an issue. As the City reports issues, they will be logged into the defect tracking system and assigned out for work. The City may want to use either its existing defect tracking system or a spreadsheet that can be traded back and forth with Milestone of the issues that need to be worked.

Describe the risks associated with this Contract. What contingencies have been built in to mitigate those risks?

A risk in this Contract is that it may be possible that we rely on City resources for information and feedback on the tasks that Milestone will be

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performing. In the event the City is understaffed, then it would be a risk to Milestones ability to execute. Milestone would mitigate this risk by staying in communication with the City’s staff and management so that both parties understands any resource issues that the project may encounter.

Describe your contingency plan if key personnel are unable to complete their assignments.

Milestone has strong team of experienced consultants. Should a consultant not be able to complete their assignment, we will conduct a turnover process to transfer the knowledge to the resource taking over the assignment. Milestone has encountered this situation before and because of the experience of our consultants, we have experienced very little if any delays in the project schedule.

Describe relevant industry knowledge (i.e., financial, utilities, customer service, operations, etc.).

Please see Supplemental Information for detailed information on Banner CIS related experience.

Indicate the location of your offices, include methods of contact (i.e., e-mail address, phone numbers, mailing addresses, voice mail).

Milestone Utility Services, Inc. has three office locations: Corporate Office: 11830 NW 4th Street Plantation, Florida 33325-2416 Phone: (954) 478-9447 (O) & (954) 447-4127 (F) Website: www.musiusa.com Orlando, Florida Office: 7624 Colebrook Drive Orlando, Florida 32818 Phone: (954) 478-9447 (O) & 1-866-461-7992 (F) Columbia, SC Office: 101 Rice Bent Way Suite #10 Columbia, SC 29229 Phone: (954) 478-9447

Indicate briefly why you consider your firm Milestone Utility Services, Inc. has many of the

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to be the best to perform the required services.

functional and technical consultants that designed and developed the Banner CIS software and were involved and managed many of the original implementations of the software. Many of the original customers of the Hansen Banner CIS have moved to Milestone for ongoing support and maintenance of the software, as well as depend on Milestone to enhance the CIS to meet their business needs, integrate and interface to 3rd party software products, and continue to extend the life of the CIS through technology upgrades. – Please see the Supplemental Section for additional information.

Describe in detail your company’s approach and process to obtaining staff to meet client requirements, including, but not limited to the following:

Search process; Interview process; Employment screening; and Background checks

Milestone considers past work experience, exposure to the Utility industry (both public and private sector), education and training relevant to the desired skill set, and strong background references in selecting candidates for employment, or engagement with clients on our behalf. All candidates must go through a thorough interview process which validates claimed skills and experience. In assigning candidates to a client account, the Milestone project lead will gather the client requirements and determine skills required, appropriate level of experience, and estimated duration of effort. We will then attempt to fill open positions with our employees or current subcontractors by making nominations to the client. Milestone will perform background checks as required by the City.

Describe your company’s ability to provide Local Contractors, (i.e. Contractors located within a 100 mile radius of Charlotte, North Carolina).

Milestone Utility Services, Inc. has an office in Columbia, SC with a staff that meets this requirement.

Describe in detail your company’s benefits Milestone offers full time employees medical and

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(i.e. medical, dental, other insurance coverage, holiday pay, sick pay, etc.)

dental insurance and 401k. Milestone has paid holidays and time off.

Describe in detail any training provided by the Service Provider to the Contractor(s).

Milestone consultants will be fully trained and prepared to work for the City.

Describe in detail how your company will comply with the Affordable Healthcare Act.

To ensure that we are compliant with all rules and regulations, Milestone outsources our payroll and benefits administration to ADP. We meet with ADP annually to ensure compliance with current regulations.

The City requires that security measures be taken – both physical security and network security, in that the City’s information and other documents are made available only to the Service Provider and parties that the City approves. Define and demonstrate any/all security procedures that are in place in relation to the Service Provider’s proposed service(s).

All consultant computers will have anti virus and anti spy ware installed. Virus definitions are pushed out from the anti virus vendor on an as needed basis. Regarding physical security, Milestone offices are only accessed via key card. Regarding data, Milestone has a strict policy against sharing user credentials. Milestone will use VPN software provided by the City to connect to and securely transact with the databases behind the City’s firewall.

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Sample Project Plan:

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Form 10

Required Form 10 – references RFP # 269-2015-060


REFERENCE 1: Name of Client: Martin County Utilities Phone: 772-221-1463

Address: Stuart, Florida

Primary Contact: Heidi McNabb______________ Title: Systems Analyst_____________

Phone: 772-221-1463________________________ E-mail address: [email protected]

Service Dates: Ongoing since 2012 ________________________________

Job Category(ies) (see Section 3.3.) placed by Service Provider: __Application Specialists, Database Analysts______________________

Assignment scope:

Focused on Hansen Banner CIS

Milestone provided upgrade services required to move Banner/Customer Suite from 4.2 to 4.3 and upgrade the Oracle technology to 11g. This includes all functional and technical upgrades, customizations, enhancements, and interfaces. Milestone continues to support the Banner CIS by providing services to support information technologies for the Banner/Customer Suite CIS. The additional professional services includes functional and technical support and assistance with technical support for such things as DBA and application server support, as well as triaging issues and troubleshooting problems.

REFERENCE 2: Name of Client: Aqua America, Inc. Phone: 610-645-1109

Address: 762 W. Lancaster Ave Bryn Mawr, PA 19010 Primary Contact: William M. Piszker ____________ Title: Vice President of Information Services

Phone:_ (O) 610-645-4286 E-mail address: [email protected]

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Job Category(ies) (see Section 3.3.) placed by Service Provider: _Project Manager, Business Analyst, Application Specialists, Testing Specialist, Training Specialist, Database Analyst_

Assignment scope:


Milestone’s Services include:

Developed GL Interface to Lawson. Upgraded Oracle Technology from Oracle 6i Forms to 10g (10.1.2.0.2) Forms & Database

Upgrade from Oracle 9i to 11g Installed and configured production Oracle application servers(10.1.2.0.2) Developed load balancing procedure for the production application servers Developed Disaster Recovery and Backup Architecture

Modified for Multi streaming of Major Process (Billprint , Charge Calc, Payment Application,Credit Balance Application, Delinquency)

REFERENCE 3: Name of Client: ONE Gas Phone: 918-588-7284

Address: 100 West Fifth Street, Tulsa, OK 74103

Primary Contact:_Ellis Chandlee_ Title: Director of Applications, IT______________ Phone:_918-588-7284__________________________ E-mail address:_ [email protected]


Job Category(ies) (see Section 3.3.) placed by Service Provider: _ Project Manager, Business Analyst, Application Specialists, Testing Specialist, Training Specialist, Database Analyst _

Assignment scope:


Milestone has been providing onsite support for Hansen Banner/Customer Suite 3.1 to 4.0 since 2003. This includes all functional and technical upgrades, customizations, enhancements, and interfaces. ONE Gas (formerly ONEOK) relies on only Milestone Utility Services for all their Customer Suite 4.x needs.

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Milestone also:

Developed load balancing procedure for the production application servers. Developed GIS interface. Developed 2-way interface for Mobile Work (CGI's PragmaCAD) and completed data

masking of customer sensitive financial data elements. Performed an Oracle Technology Upgrade from Oracle 6i Forms to 9i (9.0.4) Forms

Oracle Technology Upgrade from Oracle 9i Forms to 10g(10.1.2.0.2) Forms Database Upgrade from Oracle 9i to 10g

Installed and configured production Oracle application servers. Developed load balancing procedure for the production application servers. Developed and Executed test cases for system testing of Technology Upgrade

REFERENCE 4: Name of Client: NVEnergy Phone: 702-334-5875

Address: 6226 West Sahara Avenue Las Vegas, Nevada 89146

Primary Contact:_Dan Gerome________________ Title:_ Manager, Business Systems_____

Phone:__ 702-334-5875________________________ E-mail address:_ [email protected]


Job Category(ies) (see Section 3.3.) placed by Service Provider: _ Business Analyst, Application Specialists, Testing Specialist, Database Analyst _______________________

Assignment scope: ______________________________________________________________


Milestone is currently engaged with NVE in production support of the Banner CIS solution. This includes:

Providing enhancements, such as customer sensitive data and auto budget enrollment. Active involvement with AMI projects, complex billing analysis for solution that meets the

requirements of NVE. A key role in the implementation of NVE’s EWAM (Electronic Work Management) project. Advanced Service Delivery (ASD) project had MUSI provided technical support and in addition

has provided functional lead in the design of the modifications needed to interface the MDM to their CIS system.

MUSI has also provided testing support. Other Projects:

- COBOL Compiler Migration - Rate Migration (Best Practices)

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- Rate Case Automation - Zero Charge Suppression - UBAMBCA Modifications (Multi-Period Adjustments) - Smart Grid Project

Oracle Technology upgrade on version 2.2.1.5 of Banner. Defect fixes as they arise and are assigned to MUSI.

REFERENCE 5: Name of Client: City of Richmond Phone: (804) 646-7627 Address: Richmond, Virginia

Primary Contact:_Aretha Hargrove____________ Title:_ Manager, Business Analyst

Phone:_ (804) 646-7627______________E-mail address: [email protected]

Service Dates: 2012 - 2015 ________________________________

Job Category(ies) (see Section 3.3.) placed by Service Provider: _ Project Manager, Business Analyst, Application Specialists, Testing Specialist, Database Analyst _______________________

Assignment scope:


Milestone’s services were contracted to aid the City in their Technical Upgrade of their

Oracle software from the 8i version to the current 11g version. The City is on the 2.0 version of Banner CIS.

Milestone also continues to support the City on an as needed basis for technical support of their billing system.

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Tab 5: CCPA Plan From Page 31 of RFP - Section 4.1.5 Proposals must include in detail how the Service Provider plans to service all Participating Public Agencies as it relates to the CCPA. Currently the CCPA has approximately 225 registered Participating Public Agencies in California, Georgia, Michigan, North Carolina, South Carolina, Tennessee, Virginia and West Virginia. Please address the following in your Proposal as CCPA Plan: Attachment #1:

A. Ability to provide the Services to any Participating Public Agencies in the contiguous forty-eight (48) states and the ability to deliver the Services in Alaska and Hawaii; and

B. Address if the Service Provider has a national sales force, dealer network or distributor with the ability to serve Participating Public Agencies in all fifty (50) states.

Proposals must include in detail how the Service Provider will monitor and report all spend by the City and Participating Public Agencies to the City for auditing purposes as CCPA Plan: Attachment #1.

The City will post all awarded contracts on the CCPA website, along with the respective vendor information. Please address the following in your Proposal in CCPA Plan: Attachment #1:

A. Whether your company will allow the City to utilize your organization’s logo on the CCPA website;

B. Whether your company is willing to advertise the CCPA logo and website on your organization’s website; and

C. Detail how you plan to market the resulting Contract

MILESTONE RESPONSE: Proposals must include in detail how the Service Provider plans to service all Participating Public Agencies as it relates to the CCPA. Currently the CCPA has approximately 225 registered Participating Public Agencies in California, Georgia, Michigan, North Carolina, South Carolina, Tennessee, Virginia and West Virginia. Please address the following in your Proposal as CCPA Plan: Attachment #1:

A. Ability to provide the Services to any Participating Public Agencies in the contiguous forty-eight (48) states and the ability to deliver the Services in Alaska and Hawaii; and

B. Address if the Service Provider has a national sales force, dealer network or distributor with the

ability to serve Participating Public Agencies in all fifty (50) states. Milestone currently services clients across the contiguous 48 states. Our current client bases ranges from California to North Carolina; Florida to Washington. Milestone consultants can perform the work required remotely, as many of our clients do not require onsite support. Alternatively, Milestone consultants will travel onsite to perform services at the client site. For project work, it may be more

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advantageous for consultants to be onsite during major, intensive phases of the projects – requirements, testing, go live, for instance. During other phases, it may be more logical for Milestone consultants to work remotely, as there may not be a need for the consultant to be onsite. This seems to work for our existing client base, however, Milestone is flexible to meet the clients need.

Proposals must include in detail how the Service Provider will monitor and report all spend by the City and Participating Public Agencies to the City for auditing purposes as CCPA Plan: Attachment #1. Milestone utilizes an online timekeeping system into which, all consultants must enter their time. Milestone uses this system to collect hours for invoicing as well as running utilization reports, and other monitoring. Milestone will report monthly to the City, the tasks that are part of the CCPA contract. Milestone would propose including the task performed, consultant, agency where the task was performed and the weekly hours for that consultant performing the task.

The City will post all awarded contracts on the CCPA website, along with the respective vendor information. Please address the following in your Proposal in CCPA Plan: Attachment #1:

A. Whether your company will allow the City to utilize your organization’s logo on the CCPA website; MILESTONE RESPONSE: Milestone will allow the City to utilize our logo on the CCPA website.

B. Whether your company is willing to advertise the CCPA logo and website on your organization’s website; and MILESTONE RESPONSE: Milestone gladly recognizes all our clients on the Company website, www.musiusa.com, and in our proposals and marketing brochures. Upon approval from CCPA Milestone will advertise the CCPA logo and website on the Milestone website, www.musiusa.com. C. Detail how you plan to market the resulting Contract MILESTONE RESPONSE: Milestone has no specific plans to market the resulting contract. Milestone has the needed resources to provide all services needed for Hansen Banner CIS and Oracle technologies.

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Tab 6: EXCEPTIONS

Section 6: Exceptions From page 31 – 32 of RFP Exceptions must be submitted in accordance with Section 1.6.13. of this RFP. If exceptions are not identified in your Proposal they may not be considered during Contract negotiation and could result in Proposal being rejected from further consideration. If legal counsel needs to review the Sample City Contract prior to signature, reviews must be completed before your Proposal is submitted. MILESTONE RESPONSE: Milestone has reviewed the following Exhibits:

Exhibit A – Sample City Contract Exhibit B – Sample Request for Resume Notification Exhibit C – Sample IT Contractor Services Supplement Exhibit D – Sample IT Contractor Services Supplement Amendment Exhibit E – Confidentiality and Non-Disclosure Contract and Assignment of Property Rights

Milestone has no exceptions with these contracts.

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Tab 7: Supplemental Information MILESTONE ORGANIZATION Organization Minority Owned: Milestone Utility Services, Inc. is Florida based corporation, certified Minority Owned Business (MBE), and privately held by three partners. The company has no debt, a solid revenue base, and no litigation. Founded in 2002, by Ram Kasarla, Milestone has grown with partners, Edith Mercado and Frank Anderson, to a company with over 60 consultants averaging 20 years of utility and software industry experience. Milestone Utility Services, Inc. (MUSI) is a successful and specialized consulting firm providing strategy, solution delivery, conversions, and application maintenance services to organizations in the Utility and Energy industries, and more specifically serving the end-to-end solution needs around the utilities’ CIS – the vital revenue and customer service division. Milestone is very proud that all direct clients are 100% satisfied and have remained with Milestone. Milestone Utility Services, Inc. (MUSI) has become the most well-known and respected name in the Banner/Customer Suite consulting business. Milestone and their staff have been engaged with over 25 Utilities and performed over 60 CIS related projects and 15 Banner implementations in 16 states. As the Utility market grows and changes, Milestone has grown and expanded its services. Milestone has partnered with companies like Oracle and SAP, offering professional services and support for Oracle’s CIS, Customer Care & Billing; and SAP’s CIS solution, Customer Relationship Management and Billing (CRM&B). Milestone offers a full range of services from, Project Management Office, System Integration, Data Conversions to the designing and development of integrations and interfaces. From DBAs to Quality Assurance resources, and Rate Analyst, Milestone can provide the expertise needed by the Utility and Energy industry. Milestone’s quality of work and team of experts has resulted in long-term relationships with Banner/Customer Suite CIS users such as ONEOK Energy, Vectren Energy and other CIS users.

Market Share, Integrity, and Customer Satisfaction -- Milestone Utility Services, Inc. is proud to be celebrating twelve years in business and continuing to grow. We attribute our growth and success to our customers continued loyalty and the expertise of our employees in the utility CIS market. MUSI has successfully completed full scale utility CIS implementations along with numerous targeted project implementations and 4.x upgrades; and Oracle technology upgrades. All with 100% client satisfaction.

Partner Biographies Ram Kasarla, President and CEO, is a founder of Milestone. He has over 19 years of energy, utility, technology, business operations, and entrepreneurial experience. Prior to forming Milestone Utility

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Services, Ram worked as a Technical Architect at SCT (now Hansen) in their utility industry division. Additionally, Ram worked in IBM Global Solutions as a Technical Architect implementing Customer Information Systems. Edith Mercado, CFO, joined Milestone as a partner in 2005. Edith has 22 years of energy, utility, and business operations experience. Prior to joining MUSI, she worked as a Principal Consultant at SCT (nowHansen), in their utility industry division. While there she developed functional solutions incorporated into the baseline CIS software and developed requirements and functional design documents for customized software applications. In addition, she provided on-site support for software testing, general implementation, and post go-live production support. She also performed client assessments related to go live readiness, migrations and financial reassurance. She has worked with many utility clients on the business process re-engineering required to effectively utilize a new CIS system. Frank Anderson, CBDO, joined Milestone in February of 2006. He has over 17 years of energy and utility experience and has worked with over 18 different energy and utility companies on software implementation projects. Prior to joining MUSI, Frank worked for IBM as a business consultant. While working for IBM, he worked as a team lead for a work management / ERP integrated solution for a large electric and gas utility. Before working with IBM, Frank worked for SCT (nowHansen) in their utility industry division from July of 1997 to January of 2005 as a functional consultant. Frank worked in various capacities including functional lead, testing lead, functional consultant, and testing consultant on Electric, Gas, and Water/Sewer client sites implementing Customer Information Systems (CIS). Milestone’s Team Milestone Utility Services, Inc. (MUSI) is focused on the utility industry and has been servicing and developing solutions for the utility industry for over 12 years and many of the employees have more than 15 years of experience with Banner/Customer Suite CIS. MUSI team members have years of experience modifying, upgrading, and implementing mission critical systems. MUSI’s methodology is proven with successful projects and implementations. MUSI has implemented interface solutions, performed many interface projects, integrations, and Banner and Oracle technology upgrades at numerous energy and utility companies, such as ONEOK Energy and City of Longmont, Co. Milestone focuses on risk mitigation and has the experience necessary to deliver success. Milestone has never had a failed project.

Customer Suite Product and Industry Knowledge and Expertise -- Milestone Utility Services, Inc. prevails as the professional services provider to a majority of the original Banner customers. Many of these original CIS customers have turned to Milestone Utility Services, Inc. to provide not only technical and functional services, but also ongoing support; and assistance with transitioning to a new CIS. Milestone’s product knowledge and expertise remains current through the services supported and provided to these customers through upgrade services, resolving defects and providing corrections, developing modifications, and enhancements; and designing interface solutions. MUSI’s industry knowledge grows as our customers engage our expertise on projects such

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as meter projects, rate modifications, service order dispatch enhancements, multi streaming long running batch jobs, and technology upgrades.

Value and Flexibility – Milestone Utility Services, Inc. team provides a low risk, low cost option with the highest quality professional resources. Our consultants average 15 to 20 years of utility industry knowledge and our customers consider them integral to their success. We, at Milestone, understand that all customers are not alike, nor have the same needs. Therefore, MUSI works closely with all customers to provide creative options to get the best results to meet the needs. MUSI has developed a reputation that keeps customers loyal.

The Right Team – Milestone is pleased to provide a strong team of resources who are uniquely chosen based on their experience with consulting, implementing, and operating utility industry applications. Our projected resource team is one that, we feel, realizes the criticality of the success of all projects and daily operations, as well as the importance of the customer’s budget, timeline, and existing operations. Each member of our team has a decade or more experience on Customer Information System applications and is distinguished in the ability to remember that the customer has a daily business of bringing reliable utility services to their operating territory in addition to upgrading and integrating new functionality and technologies that supports that business. Milestone’s team has the proven technical and functional Ventyx CIS experience, in depth utility industry knowledge, and Oracle expertise to successfully lead your team in any project.

The Milestone Team members for the services proposed will include Technical and Functional consultants. Resumes can be provided upon request. The team includes:

Consultant Role Years of Experience Frank Anderson Principal Functional Lead 17 Mike Burnor Functional Consultant/Testing 15 Parker Burris Functional Consultant/Testing 16 Periasamy Chithan Technical Consultant / Developer 19 Giridhar Madhavareddy, Technical Consultant / Developer 16 Dwayne Bishop Project Manager 18

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Milestone Hansen Banner CIS and Oracle Services and Experience

Banner CIS and Oracle Technology Upgrades and Ongoing Support Banner CIS Services, both functional and technical Client Service Requests to design and develop enhancements, modifications, interfaces Annual Maintenance and Support Contracts Data Quality Cleanup and Data Conversions Project Management Office

Because Milestone Utility Services, Inc. (MUSI) was born out of providing professional services to the original Banner/Customer Suite CIS customers in 2002, Milestone has extensive experience in supporting multiple clients on the Banner/Customer Suite CIS system. For over 12 years, Milestone has been providing and supporting enhancements for many customers running various releases of the CIS software. Milestone has developed numerous interfaces between Banner/Customer Suite and third party software which are identified in the table below. MUSI has made many defect corrections and troubleshoots base system issues. We follow a repeatable and proven Methodology and processes to expedite the process in the most cost effective way. All work is fully documented for the customer.

MUSI’s technical team provides multiple services, for example, DBA services, conducts performance tuning, and designs portals. MUSI has performed the Oracle Technology upgrades for ONE Gas, NV Energy and Portland General Electric, City of Seattle, Martin County, and City of Roseville to name a few. MUSI performed key roles in the technology upgrade for Vectren and Atmos Energy. MUSI has successfully completed all the technology migration projects it has started.

MUSI has performed and participated in several Banner/Customer Suite Upgrade projects; for example Connexus Energy, City of Charlotte, City of Longmont, ONE Gas, and most recently Martin County. Upgrade projects follow a proven Project Methodology and are full scope projects that include training, analysis, testing, and go-live support. Milestone’s participation can vary from assisting with staff augmentation to managing a full scope project.

In addition, some on the Milestone team were key architects in the creation of the Hansen Banner CIS 4.0 version while at SCT and INDUS, which makes Milestone uniquely qualified to deliver the CIS support and solutions.

Milestone’s Banner CIS and Oracle Technology Upgrades and Ongoing Support The following table shows the customers that Milestone has upgraded and continues to maintain and support for a variety of Oracle upgrade and/or Banner upgrade combinations. These projects included full scope project management, including training, testing, go-live support, etc. In many cases there was a reduction in the number of customizations and changes to business practices

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to take advantage of the updated functionality that the latest version provided to make future upgrades less costly. Examples

Customer Name

Banner CIS

Version

Oracle Database Version

Forms/ App server Version OS Supported Since

City of Richmond, VA 65,000 customers

2.0 Oracle Database

from 8.0.5 to 11g

Oracle 9i to 10g forms

Database HP Unix Application Server HP Unix Itanium

Since 2012

Martin County Utilities, FLA 30,000 customers

4.2 to 4.3 10g to 11g Oracle Application server 10.1.2.02 to Fusion Middle ware 11.1.1.4g

Database Linux Application Server Linux

2011

Aqua America (PA) 990,000 customers

3.1 9i to 11g Forms 6i Client Server To Oracle Application server 10.1.2.3

Database AIX Application servers AIX (VM)

Since 2011 Support

ONE Gas (OK) 3 million customers

3.2 + 4.0 Mods 9i to 10g to 11g

Forms 6i Client Server To Oracle Application server 10.1.2.3

Database AIX Application server AIX (VM)

Support and Maintenance from 2003

NV Energy, (Nevada) 1.7 million customers

2.2.2.1 9i to 10g Forms 5 Client server to Oracle Application server 10.1.2.0.2



Portland General Electric (Oregon) 815,000 customers

2.2.2.1 9i to 10g Forms 6i Client Server To Oracle Application server 10.1.2.0.2



City of Seattle (Washington) 395,000 customers

3.2 9i to 10g to 11g

Application server 9.0.4.2 to Oracle Application server 10.1.2.0.2



Vectren (Ohio) 1.2 million customers

3.1 9i to 11g

Forms 6i to Oracle Application server 10.1.2.3 (performed by client)

Database HP Unix - Moved to Oracle RAC Linux Application


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Customer Name

Banner CIS

Version

Oracle Database Version

Forms/ App server Version OS Supported Since

server Windows

Atmos (Texas) 2 million customers

2.2.1 9i to 10g (testing only)

Forms 6i to Oracle Application server 10.1.2.3

Database AIX Application server Linux


City of Longmont, Colorado 25,000 customers

3.1.2 to 4.2.1 9i to 10g to 11g 9i to 10g release 2 Linux Support since

2011

City of Roseville 35,000 customers

3.0 8 to 11g (11.2.0.2)

6i client server to Oracle Application server 10.1.2.3

UNIX Support since 2014

As Milestone’s customers’ needs grow, there are requirements to add new software features and functionality to the CIS. Milestone has developed interfaces for those requirements. Milestone has been engaged to design, develop specifications, implement, test, and provide go-live support for multiple interface solutions between various applications and the Banner/Customer Suite CIS products, such as, Maximo, PragmaCAD, Advantex, Cash Reconciliation, LexisNexis Identity Verification, MDM, Opower, etc. Milestone resources played the role of Functional Lead for the Service Suite implementation at City of Charlotte. In this capacity, we made all rule changes to make Customer Suite ready to communicate with SDMI/Service Suite. We also developed and modified Service Suite forms using the Compose Tool provided with the Service Suite product and led the client’s system testing.

Additionally, there are several of our Banner/Customer Suite clients that have moved from the Banner/Customer Suite CIS to Oracle CC&B, SAP’s Customer Relationship Management and Billing, and some of the Harris CIS systems. MUSI is now able to provide services for these CIS systems as well.

Milestone’s Client Service Requests Milestone Utility Services (MUSI) has extensive experience in supporting multiple clients on the Hansen Banner/Customer Suite CIS system. We are providing maintenance, support and enhancements for many customers running Hansen CIS for the past 11 years. MUSI has made many defect corrections and troubleshoots base system issues. We follow proven Methodology and processes to expedite the process in the most cost effective way.

MUSI’s technical team provides multiple services, for example, DBA services, conducts performance

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tuning, and designs portals. MUSI has performed the technology upgrade for ONE Gas, NV Energy and Portland General Electric, City of Seattle, and Martin County.

In addition to Banner and Oracle Technology upgrades, which are full scope projects that include training, analysis, testing, and go-live support; Milestone has been engaged to design, develop specifications, implement, test, and provide go-live support for multiple interface solutions between various applications and the Hansen products, such as, Maximo, PragmaCAD, Advantex, Cash Reconciliation, LexisNexis Identity Verification, MDM, etc. Milestone resources played the role of Functional Lead for the Service Suite implementation at City of Charlotte. In this capacity, we made all rule changes to make Customer Suite ready to communicate with SDMI/Service Suite. We also developed and modified Service Suite forms using the Compose Tool provided with the Service Suite product and led the client’s system testing.

Additionally, there are several of our non-Customer Suite clients using Oracle CC&B. MUSI is in the position of supporting and implementing other applications in addition to Banner/Customer Suite. Milestone consultants would be able to assist with non-Banner/Customer Suite CIS implementations if the customer decides to move away from Banner/Customer Suite in the future. MUSI has developed many enhancements and provided many solutions for customers over the past years. The projects have ranged from 40 hours to 4000 hours. The following lists an example of some of the major projects and enhancements that MUSI has delivered to our clients: Examples

Service Request MUSI Solution Description IVR Web Interface For several utility customers, MUSI has developed several complex

interfaces from the customer self-services web sites and telephony systems allowing customers to create turn off orders, payment arrangements, phone checks, check balances, program enrollments, previous payments, etc.

Customer Web Self Service Project

Account Center Upgrades – Customer Web Self Service upgrades Milestone has provided CIS consulting services since 2006 for a gas company that serves 3.1 million customers. Milestone has provided development staff to modify the CIS product, as well as, augmented the energy company’ staff with functional resources for team leads and testing resources. Milestone provided production support while they were converting off of Banner CIS to SAP and continues to provide resources to assist with various projects that affect the current CIS application (SAP).

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Service Request MUSI Solution Description One of the projects and functional areas that Milestone supported prior to conversion is the Account Center. The Company upgraded the self-service website prior to deciding to convert off of Banner CIS. Milestone provided testing of the new enhancements to the website – validation of the web page logic, verification that the correct CIS data is displayed to the user, as well as validating that the correct information is updated in CIS when the customer makes updates.

Advantex, Cash Reconciliation Implementation Project

4.0 Advantage Implementation of Advantex, Cash Reconciliation – Reconcile cash from multiple sources to ensure all payments have posted in Banner and the utility bank account. Milestone also participates in upgrades of the Advantex system.

AMI Projects Milestone plays a key role in AMI projects. Conducting complex billing analysis for solution that meets the requirements. MUSI was the Banner vendor for NVEnergy's Advanced Service Delivery project. This project was replacing the majority of NVEnergy's meters with AMR/AMI capable meters. NVEnergy chose the ITRON Enterprise Edition for the MDM vendor and SOA Enterprise Integration Framework (SEIF) as the middleware vendor. MUSI provided the project with the overall project functional architect. In addition to playing a critical role designing the overall solution; MUSI developed several complicated interfaces and enhancements in support of NVEnergy's requirements: - Upload register readings from the RNI - Two way interface with the MDM for Billing Determinant Information from the MDM - Modified all Banner meter readings forms & processes to allow entry of time and date - Developed exception processing - Modified UBAMBCA and UBAQUCK for billing requests on the MDM - Not Prorate readings from the MDM or RNI - Remotely Connect / Disconnect services for AMR Meters. Additionally, MUSI augmented NVEnergy's staff with tester and test leads during the different phases of the project. MUSI provided and continues to provide production support and enhancements to the

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Service Request MUSI Solution Description functionality delivered during the ASD project. In addition to the ASD project with NVEnergy, MUSI has worked on AMR projects with ONE Gas and City of Charlotte where remote reading / communication devices were installed and maintained on meters. These devices are captured in Banner and sent down to the Meter Reading software (ITRON MVRS in both cases). As the communication devices were removed or replaced, these updates are uploaded back to Banner and updated on the meter record.

Archive/ Purge Implementation

MUSI assisted the customer by retrofitting Ventyx’s Archive/Purge enhancement into the customer’s older 2.2.2.1 version of Banner. The customer has a highly customized version of Banner and MUSI assisted the customer. Milestone provided the customer with technical resources for programming the enhancement and defect corrections as well as augmented the clients testing team.

Additionally, MUSI personnel have previously worked with the Archive/Purge enhancement prior to their employment with MUSI.

Red Flag / Customer Sensitive Data Enhancement

Project that included data masking of customer’s personal and financial data elements in Banner prior to release 4.1

Auto Budget Bill Customization Customization that automated budget billing where a predefined amount is provided on monthly bill and when customer pays this amount the account is then automatically enrolled in Budget billing.

Rate Migration Enhancement Developed an enhancement that will check the type of customer and customer billing history and change the rate for the customer on a monthly basis. This ensured that the customer is always on the appropriate rate for their class of service. Additionally, stored history so cancel / rebills could capture the right rate to rebill.

4.1 Application Server Optimization

Performance analysis and tuning of application server to optimization of 4.1

Cash Balancing Enhancement Created a central database for a multi-state / multi company utility where all cash payment files are fed into prior to being uploaded into Banner. Allowed the utility to balance all files received from the individual utility companies versus the cash posted in Banner and ultimately fed to the GL System.

MicroFocus COBOL Replacement

Milestone has migrated several customers from the expensive MicroFocus COBOL to a more affordable IBM COBOL compiler.

Rate Case Automation Enhancement

Automated rate changes based on a rate case – changing all associated rate codes that are covered under one specific rate case.

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Service Request MUSI Solution Description Delinquency Multi-Stream Enhancement

Developed a Multi Stream Solution for Delinquency to run multiple streams of Delinquency to shorten the batch run time. This has been done for multiple utility customers.

Financial Reporting Enhancement

Built custom data marts for financial reporting (allows quicker access to End of Month Reports). Created extracts of customer financial data in Banner to be loaded into the reporting database.

Service Orders / Meter Reading / Billing Enhancements

Developed enhancements in various areas of the system (service orders, billing, meter reading, etc.). On Cycle Transfer / Succession Service Orders / Auto Close Orders, Lexus/Nexus Interface for Identity Verification, Fixed Price Payment Arrangements, Extensive Dereg Modifications – OH, EndPoint Link Pro Interface for both Water and Gas utilities, Business Post Date Implementation,

PragmaCAD Implementation Designed, developed and implemented an interface between Banner and PragmaCAD and managed the implementation of PragmaCAD that brought 3 Gas companies together as one with 3 different go lives.

PragmaCAD Interface with Banner 4.1

Interfaced Banner/Customer Suite 4.1; designed, developed, and implemented an Appointment Window for service orders to interface PragmaCAD with Banner 4.1 at Water Utility.

Banner/Customer Suite Upgrade to 4.3 & Disaster Recovery

Milestone installed and configured a disaster/backup program for customer’s Utility Department’s Customer Information Software (CIS) and worked with the Client on the Ventyx Customer Suite migration to version 4.3 which included installing and configuring Oracle Fusion Middleware to run CS 4.3.

Defect Corrections of Base Banner

Provide defect corrections for the base product; and for customized areas of the system for several customers.

Disaster Recovery Project Developed Disaster Recovery and Backup Architecture for multiple customers.

Electronic Work Management Implementation Project

MUSI played a key role in the implementation of customer’s EWAM (Electronic Work Management) project.

Enhancement Zero Charge Suppression

FACTA Enhancement FACTA – Provided functional and technical resources to hide sensitive customer data (such as SSN, Bank Account, etc.)

Interface - GIS Developed GIS interface.

Interface - Maximo Work Order Management

Developed Interfaces between Banner & Maximo Work Order Management System.

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Service Request MUSI Solution Description Load Balancing Developed load balancing procedure for the production application

server for several customers. MDM Project Consulting Key role assisting with the Advanced Service Delivery (ASD) project.

Provided technical support and functional lead role in the design of the modifications needed to interface the MDM to their CIS system. Also provided testing support.

Multi Streaming Enhancement Developed a Multi Stream Solution for Delinquency for several customers. Multi streaming of Major Process (Billprint , Charge Calc, Payment Application, Credit Balance Application, Delinquency).

HP Unix to Oracle RAC Migrated to Oracle RAC from Hp Unix (Developed Architecture, Migration Process and Migrated to Oracle RAC)

On-Site Production Support Provide onsite support for the Production CIS systems.

Budget Billing Enhancement Enhancements, such as customer sensitive data and auto budget enrollment.

Production Support Providing Banner Production Support Contracts with several customers.

Rates Enhancement Consulting Services for Rate Migration (Best Practices)

Rates Enhancement Rate Case Automation

Reporting Enhancements Built custom data marts for financial reporting

Smart Grid Project Consulting Key consulting role in Smart Grid Project

UBAMBCA Enhancement UBAMBCA Modifications (Multi-Period Adjustments)

Hp Unix to Oracle RAC migration

Migrated to Oracle RAC from Hp Unix (Developed Architecture, Migration Process and Migrated to Oracle RAC) Oracle Technology Upgrade Provided DBA Services. Developed and Executed test cases for system testing of Technology Upgrade.

CSR Portal Enhancements Modified the CSR Portal to Include links for Google Maps and Credit Card Link. Modified CSR Portal to use Auto Portal Login.

Upgrade to 4.0.2 and implementation of Service Suite

Business Process Analysis Migration and Batch Testing Design of Custom Modifications

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Service Request MUSI Solution Description Itron EndPoint Link Implementation

New implementation, Design and Project Management for Itron EndPoint Link Implementation

Rate Refund Enhancement Created a module for Rate Refund outside Banner. Developed New Processes and Forms without touching the Base Processes and Forms

Disaster Recovery Solution Developed Disaster Recovery and Backup Architecture for multiple customers.

EWAM Implementation Project MUSI played a key role in the implementation of customer’s EWAM (Electronic Work Management) project.

Opower Interface Provided a historical file of consumption history for OPower to use for load analysis. Additionally, created an enhancement in CIS for a weekly update of consumption and service history.

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ll ty

pes o

f obj

ects

foun

d in

the

Bann

er a

pplic

atio

n –

Ora

cle

Form

s, CO

BOL,

Pro

C,

Ora

cle

Data

base

. Ad

ditio

nally

, Mile

ston

e ha

s ex

perie

nce

man

agin

g th

e Ba

nner

dat

abas

e, a

s wel

l as

inst

allin

g an

d co

nfig

urin

g th

e ap

plic

atio

n se

rver

w

here

the

form

s are

serv

ed to

the

user

s.

Peris

amy

Chith

an

Giri

Redd

y Ra

ma

Iyer

PLSQ

L 2

0

2.0

2.

2.1.

5 3.

1.2

3.1.

4 3.

2 4.

0 4.

0.2

4.1

4.3

All

of M

ilest

one’

s cur

rent

clie

nts a

re u

sing

som

e fo

rm

of O

RACL

E Da

taba

se, a

nd a

ll te

chni

cal a

nd fu

nctio

nal

reso

urce

s use

SQ

L Pl

us, T

oad,

or S

QL

Deve

lope

r on

a da

ily b

asis

to c

reat

e ad

hoc

que

ries f

or d

ata

min

ing,

iss

ue tr

iagi

ng, a

nd v

iew

ing

data

in th

e da

taba

se

tabl

es.

Deve

lope

rs m

ay u

se th

is to

ol fo

r dev

elop

ing

upda

te sc

ripts

and

runn

ing

scrip

ts in

the

back

gro

und.

Ty

pica

lly, S

QL

Deve

lope

r or T

OAD

are

use

d to

dev

elop

ex

tens

ive

scrip

ts a

nd d

atab

ase

obje

cts.

Per

isam

y Ch

ithan

Gi

ri Re

ddy

Ram

a Iy

er

Form

s Dev

elop

er

(Ora

cle)

20

SQ

L Fo

rms 3

- D

B6

Ora

cle

Form

s 4.0

-DB

6-7

Ful

l Sco

pe O

racl

e Te

chno

logy

Upg

rade

from

: O

racl

e 6i

For

ms t

o 9i

(9.0

.4) F

orm

s O

racl

e 9i

For

ms t

o 10

g(10

.1.2

.0.2

) For

ms

Per

isam

y Ch

ithan

Gi

ri Re

ddy

Ram

a Iy

er

July

24,

201

5

RFP

# 2

69-2

015-

060

IT C

ontra

ct P

rofe

ssio

nal S

ervi

ces

Mile

ston

e Ut

ility

Ser

vice

s, In

c. C

onfid

entia

l and

Pro

prie

tary

71

Tech

nica

l Qua

lific

atio

n Re

quire

d Ye

ars o

f Ex

perie

nce

Vers

ion(

s)

Spec

ific

expe

rienc

e(s)

N

amed

Res

ourc

e

Ora

cle

Form

s 4.5

-DB

7 O

racl

e Fo

rms 5

-DB7

6i

9i

10

g 11

g

Ora

cle

10g

to 1

1g

Pro

C

20

IBM

C

RedH

at C

HP

C

Mile

ston

e ha

s dev

elop

ed b

atch

C p

roce

sses

and

in

terf

aces

for v

ario

us e

nhan

cem

ents

to B

anne

r, fo

r ex

ampl

e m

eter

read

ing

inte

rfac

es, B

ill P

rint

mod

ifica

tions

, as w

ell a

s exp

erie

nce

in m

akin

g ch

ange

s (de

fect

s or e

nhan

cem

ents

) to

mos

t job

s in

the

Bann

er sc

hedu

ler.

Per

isam

y Ch

ithan

Gi

ri Re

ddy

Ram

a Iy

er

Ora

cle

v11

and

high

er

expe

rienc

e 2

B

anne

r 4.3

11g

fu

sion

mid

dlew

are

Mile

ston

e ha

s pla

yed

key

role

s in

seve

ral

Bann

er/C

usto

mer

Sui

te U

pgra

de p

roje

cts f

or

Conn

exus

Ene

rgy,

City

of C

harlo

tte,

City

of L

ongm

ont

to v

ersio

n 4.

2.1,

and

mos

t rec

ently

Mar

tin C

ount

y to

ve

rsio

n 4.

3, w

hich

incl

udes

con

figur

ing

and

inst

allin

g th

e O

racl

e Te

chno

logy

upg

rade

to 1

1g F

usio

n M

iddl

ewar

e.

Mile

ston

e U

tility

Ser

vice

s, In

c. (M

USI

) has

per

form

ed

the

Ora

cle

tech

nolo

gy u

pgra

de fo

r Aqu

a, O

NEO

K, N

V En

ergy

, Mar

tin C

ount

y, P

ortla

nd G

ener

al E

lect

ric, a

nd

City

of S

eatt

le.

MU

SI p

erfo

rmed

key

role

s in

the

tech

nolo

gy u

pgra

de fo

r Vec

tren

and

Atm

os E

nerg

y.

MU

SI h

as c

ompl

eted

the

Inst

alla

tion

of F

usio

n

Per

isam

y Ch

ithan

Gi

ri Re

ddy

Ram

a Iy

er

July

24,

201

5

RFP

# 2

69-2

015-

060

IT C

ontra

ct P

rofe

ssio

nal S

ervi

ces

Mile

ston

e Ut

ility

Ser

vice

s, In

c. C

onfid

entia

l and

Pro

prie

tary

72

Tech

nica

l Qua

lific

atio

n Re

quire

d Ye

ars o

f Ex

perie

nce

Vers

ion(

s)

Spec

ific

expe

rienc

e(s)

N

amed

Res

ourc

e

Mid

dlew

are

at M

artin

Cou

nty

and

upgr

aded

the

Bann

er A

pplic

atio

n to

4.3

. MU

SI h

as d

evel

oped

a

deta

iled

inst

alla

tion

docu

men

t for

eve

ry c

ompo

nent

of

Fus

ion

Mid

dlew

are;

and

dev

elop

ed a

utom

ated

st

artu

p an

d sh

utdo

wn

scrip

ts fo

r all

the

com

pone

nts

of F

usio

n M

iddl

ewar

e.

MU

SI h

as e

xten

sive

expe

rienc

e in

Fus

ion

Mid

dlew

are.

In

add

ition

to M

igra

ting

Bann

er to

4.3

on

Fusio

n M

iddl

ewar

e M

USI

has

por

ted

olde

r ver

sions

of

Bann

er to

Fus

ion

Mid

dlew

are.

M

USI

has

upg

rade

d Ba

nner

Dat

abas

e fr

om 9

i to

11g.

M

USI

has

upg

rade

d Ba

nner

from

Clie

nt se

rver

Ar

chite

ctur

e to

For

m A

pplic

atio

n se

rver

10g

. M

USI

has

ext

ensiv

e ex

perie

nce

in m

odify

ing

the

orac

le p

aram

eter

s to

impr

ove

the

perf

orm

ance

of

Bann

er A

pplic

atio

n on

11g

(Whi

ch is

a c

ost b

ased

sy

stem

). M

ilest

one

has d

evel

oped

and

exe

cute

d te

st c

ases

for

syst

em te

stin

g of

Tec

hnol

ogy

Upg

rade

for s

ever

al

cust

omer

s.

Mun

icip

al W

ater

In

dust

ry E

xper

ienc

e 2

0+

2.0

3.1.

2 3.

2 4.

0.2

See

TAB

LE 1

that

follo

ws.

Per

isam

y Ch

ithan

Gi

ri Re

ddy

Ram

a Iy

er

July

24,

201

5

RFP

# 2

69-2

015-

060

IT C

ontra

ct P

rofe

ssio

nal S

ervi

ces

Mile

ston

e Ut

ility

Ser

vice

s, In

c. C

onfid

entia

l and

Pro

prie

tary

73

Tech

nica

l Qua

lific

atio

n Re

quire

d Ye

ars o

f Ex

perie

nce

Vers

ion(

s)

Spec

ific

expe

rienc

e(s)

N

amed

Res

ourc

e

4.1

4.2

4.3

Fu

nctio

nal S

ervi

ces

Fu

nctio

nal Q

ualif

icat

ion

Requ

ired

Year

s of

Expe

rienc

e Ve

rsio

n(s)

Sp

ecifi

c ex

perie

nce(

s)

Nam

ed R

esou

rce

Bann

er C

IS 2

.2 a

nd to

Ba

nner

4.3

exp

erie

nce

20

2.0

2.

2.1.

5 3.

1.2

3.1.

4 3.

2 4.

0 4.

0.2

4.1

4.3

Mile

ston

e ha

s con

sulta

nts t

hat h

ave

been

wor

king

on

proj

ects

with

Ban

ner f

or m

ore

than

20

year

s affe

ctin

g al

mos

t eve

ry re

leas

e of

Ban

ner C

IS.

Mile

ston

e pr

ovid

es

func

tiona

l des

igns

of m

odifi

catio

ns, d

evel

op a

nd e

xecu

te

test

cas

es, t

riage

issu

es in

the

prod

uctio

n en

viro

nmen

t as

wel

l as a

ugm

ent t

he c

lient

s sta

ff fo

r tes

ting

or b

usin

ess

anal

yst a

ctiv

ities

.

Fra

nk A

nder

son

Park

er B

urris

M

ike

Burn

or

Busin

ess P

roce

ss

Deve

lopm

ent,

Cont

rol,

and

Docu

men

tatio

n 2

0

2.0

2.

2.1.

5 3.

1.2

3.1.

4 3.

2 4.

0 4.

0.2

4.1

4.3

Mile

ston

e m

etho

dolo

gy is

to p

rovi

de d

ocum

enta

tions

on

all

chan

ges m

ade

to th

e sy

stem

. Fu

nctio

nal a

ppro

ach

docu

men

ts

and

deta

il sp

ecifi

catio

ns a

re p

rodu

ced

for c

lient

app

rova

l and

to

doc

umen

t mod

ifica

tions

mad

e to

the

syst

em.

As th

e co

de is

be

ing

deve

lope

d, a

Mile

ston

e fu

nctio

nal a

naly

st w

ill d

evel

op a

te

st c

ase.

Dur

ing

test

ing,

resu

lts a

nd sc

reen

cap

ture

s are

re

cord

ed o

n th

e te

st c

ase.

The

test

cas

e do

cum

enta

tion

is pr

ovid

ed to

the

clie

nt d

urin

g de

liver

y of

the

code

. M

ilest

one

will

also

dev

elop

test

ing

resu

lts/p

roof

for d

efec

t fix

es in

ad

ditio

n to

new

syst

em c

hang

es.

Fra

nk A

nder

son

Park

er B

urris

M

ike

Burn

or

July

24,

201

5

RFP

# 2

69-2

015-

060

IT C

ontra

ct P

rofe

ssio

nal S

ervi

ces

Mile

ston

e Ut

ility

Ser

vice

s, In

c. C

onfid

entia

l and

Pro

prie

tary

74

Func

tiona

l Qua

lific

atio

n Re

quire

d Ye

ars o

f Ex

perie

nce

Vers

ion(

s)

Spec

ific

expe

rienc

e(s)

N

amed

Res

ourc

e

The

tech

nica

l tea

m w

ill p

lace

tags

in th

e so

urce

cod

e to

id

entif

y th

e ch

ange

s mad

e fo

r cer

tain

PCR

or D

efec

t fix

es.

The

tagg

ing

wou

ld n

orm

ally

be

the

Clie

nt d

efec

t num

ber.

Ve

rsio

n nu

mbe

rs a

re m

aint

aine

d w

ithin

the

sour

ce c

ode

itsel

f and

incr

emen

ted

as n

ew c

hang

es a

re m

ade.

As

sour

ce c

ode

is ch

ecke

d in

, a c

heck

in d

ocum

ent i

s pr

ovid

ed to

the

clie

nt sh

owin

g th

e ob

ject

s bei

ng c

heck

ed

for t

he c

hang

e, a

s wel

l as t

he v

ersio

n of

eac

h ob

ject

.

Mun

icip

al W

ater

Util

ities

O

pera

tions

Exp

erie

nce

(AM

R m

eter

read

ing,

rout

ing,

sc

hedu

ling,

exc

eptio

ns

proc

essin

g, a

nd fi

eld

wor

kloa

d ba

lanc

ing;

ap

proa

ches

/met

hods

for

char

ging

and

bill

ing,

in

clud

ing

issue

reso

lutio

n.

5 2.

2.1.

5 4.

0.2

Mile

ston

e w

as th

e Ba

nner

ven

dor f

or N

VEne

rgy'

s Ad

vanc

ed S

ervi

ce D

eliv

ery

proj

ect.

Thi

s pro

ject

was

re

plac

ing

the

maj

ority

of N

VEne

rgy'

s met

ers w

ith

AMR/

AMI c

apab

le m

eter

s. M

USI

pro

vide

d th

e pr

ojec

t w

ith th

e ov

eral

l pro

ject

func

tiona

l arc

hite

ct.

In a

dditi

on

to p

layi

ng a

crit

ical

role

des

igni

ng th

e ov

eral

l sol

utio

n;

MU

SI d

evel

oped

seve

ral c

ompl

icat

ed in

terf

aces

and

en

hanc

emen

ts in

supp

ort o

f NVE

nerg

y's r

equi

rem

ents

: - U

ploa

d re

gist

er re

adin

gs fr

om th

e RN

I - T

wo

way

inte

rfac

e w

ith th

e M

DM fo

r Bill

ing

Dete

rmin

ant I

nfor

mat

ion

from

the

MDM

- M

odifi

ed a

ll Ba

nner

met

er re

adin

gs fo

rms &

pro

cess

es

to a

llow

ent

ry o

f tim

e an

d da

te

- Dev

elop

ed e

xcep

tion

proc

essin

g - N

ot P

rora

te re

adin

gs fr

om th

e M

DM o

r RN

I - R

emot

ely

Conn

ect /

Disc

onne

ct se

rvic

es fo

r AM

R M

eter

s.

In a

dditi

on to

the

ASD

proj

ect w

ith N

VEne

rgy,

MU

SI h

as

wor

ked

on A

MR

proj

ects

with

ON

EOK

and

City

of

Char

lott

e w

here

rem

ote

read

ing

/ com

mun

icat

ion

Fra

nk A

nder

son

Park

er B

urris

M

ike

Burn

or

July

24,

201

5

RFP

# 2

69-2

015-

060

IT C

ontra

ct P

rofe

ssio

nal S

ervi

ces

Mile

ston

e Ut

ility

Ser

vice

s, In

c. C

onfid

entia

l and

Pro

prie

tary

75

Func

tiona

l Qua

lific

atio

n Re

quire

d Ye

ars o

f Ex

perie

nce

Vers

ion(

s)

Spec

ific

expe

rienc

e(s)

N

amed

Res

ourc

e

devi

ces w

ere

inst

alle

d an

d m

aint

aine

d on

met

ers.

The

se

devi

ces a

re c

aptu

red

in B

anne

r and

sent

dow

n to

the

Met

er R

eadi

ng so

ftwar

e (IT

RON

MVR

S in

bot

h ca

ses)

. As

th

e co

mm

unic

atio

n de

vice

s wer

e re

mov

ed o

r rep

lace

d,

thes

e up

date

s are

upl

oade

d ba

ck to

Ban

ner a

nd u

pdat

ed

on th

e m

eter

reco

rd.

Bann

er C

IS q

uery

, dat

a ex

trac

tion

and

anal

ytic

s 20

2.0

2.

2.1.

5 3.

1.2

3.1.

4 3.

2 4.

0 4.

0.2

4.1

4.3

Deve

lope

d da

ta e

xtra

cts f

or th

e Ci

ty o

f Cha

rlott

e du

ring

the

anal

ysis

& a

ppro

ach

desig

n ph

ases

of t

he B

ill C

ycle

Al

ignm

ent p

roje

ct.

Deve

lope

d to

ols t

o an

alyz

e do

llar

impa

cts t

o cu

stom

ers a

s a re

sult

of d

iffer

ent m

ovem

ent

met

hods

. Ad

ditio

nally

, cre

ated

ex t

ract

s for

the

City

of

Rose

ville

for t

he O

Pow

er in

terf

ace

impl

emen

tatio

n. T

his

extr

acte

d co

nsum

ptio

n da

ta fo

r a th

ird p

arty

to th

e Ci

ty.

All M

ilest

one

empl

oyee

s and

con

trac

tors

are

at a

m

inim

um c

apab

le w

ith d

evel

opin

g a

SQL

quer

y in

the

Bann

er d

atab

ase;

mos

t wou

ld b

e co

nsid

ered

exp

erts

at

this

task

and

it is

in u

se a

t all

of o

ur c

lient

s.

Fra

nk A

nder

son

Park

er B

urris

M

ike

Burn

or

Mun

icip

al W

ater

Indu

stry

Ex

perie

nce

5

2.2.

1.5

4.0.

2 4.

1 4.

3

See

TAB

LE 1

that

follo

ws.

Fra

nk A

nder

son

Park

er B

urris

M

ike

Burn

or

Mun

icip

al S

torm

Wat

er

Expe

rienc

e 5

2.2

.1.5

4.

0.2

4.1

4.3

Prov

ided

test

ing

supp

ort t

o th

e Ci

ty o

f Cha

rlott

e fo

r the

FY

201

4 st

orm

wat

er ra

te ch

ange

usin

g th

e Ci

ty’s

new

est

vers

ion

of th

e bi

lling

syst

em, B

anne

r 4.3

. Ad

ditio

nally

, pr

ovid

ed a

naly

sis o

n th

e do

llar i

mpa

ct o

f im

plem

entin

g al

igni

ng st

orm

wat

er d

ays o

f ser

vice

with

the

wat

er m

eter

da

ys o

f ser

vice

as o

ppos

ed to

usin

g th

e bi

ll to

bill

day

s of

serv

ice.

Fra

nk A

nder

son

Park

er B

urris

M

ike

Burn

or

July

24,

201

5

RFP

# 2

69-2

015-

060

IT C

ontra

ct P

rofe

ssio

nal S

ervi

ces

Mile

ston

e Ut

ility

Ser

vice

s, In

c. C

onfid

entia

l and

Pro

prie

tary

76

Func

tiona

l Qua

lific

atio

n Re

quire

d Ye

ars o

f Ex

perie

nce

Vers

ion(

s)

Spec

ific

expe

rienc

e(s)

N

amed

Res

ourc

e

Deve

lopm

ent o

f Bus

ines

s Re

quire

men

ts, F

unct

iona

l Sp

ecifi

catio

ns, a

nd re

late

d do

cum

enta

tion

17

2.

0

2.2.

1.5

3.1.

2 3.

1.4

3.2

4.0

4.0.

2 4.

1 4.

3

Mile

ston

e m

etho

dolo

gy is

to p

rovi

de d

ocum

enta

tions

on

all

chan

ges m

ade

to th

e sy

stem

. Fu

nctio

nal a

ppro

ach

docu

men

ts

and

deta

il sp

ecifi

catio

ns a

re p

rodu

ced

for c

lient

app

rova

l and

to

doc

umen

t mod

ifica

tions

mad

e to

the

syst

em.

As th

e co

de is

be

ing

deve

lope

d, a

Mile

ston

e fu

nctio

nal a

naly

st w

ill d

evel

op a

te

st c

ase.

Dur

ing

test

ing,

resu

lts a

nd sc

reen

cap

ture

s are

re

cord

ed o

n th

e te

st c

ase.

The

test

cas

e do

cum

enta

tion

is pr

ovid

ed to

the

clie

nt d

urin

g de

liver

y of

the

code

. M

ilest

one

will

also

dev

elop

test

ing

resu

lts/p

roof

for d

efec

t fix

es in

a d

ditio

n to

new

syst

em c

hang

es.

The

tech

nica

l tea

m w

ill p

lace

tags

in th

e so

urce

cod

e to

id

entif

y th

e ch

ange

s mad

e fo

r cer

tain

PCR

or D

efec

t fix

es.

The

tagg

ing

wou

ld n

orm

ally

be

the

Clie

nt d

efec

t num

ber.

Ve

rsio

n nu

mbe

rs a

re m

aint

aine

d w

ithin

the

sour

ce c

ode

itsel

f and

incr

emen

ted

as n

ew c

hang

es a

re m

ade.

As

sour

ce c

ode

is ch

ecke

d in

, a c

heck

in d

ocum

ent i

s pr

ovid

ed to

the

clie

nt sh

owin

g th

e ob

ject

s bei

ng c

heck

ed

for t

he c

hang

e, a

s wel

l as t

he v

ersio

n of

eac

h ob

ject

.

Fra

nk A

nder

son

Park

er B

urris

M

ike

Burn

or

Mile

ston

e ha

s wor

ked

with

oth

er c

lient

s whe

re th

e ru

les o

f eng

agem

ent s

tate

d th

at b

ase

Bann

er so

urce

cod

e w

as n

ot to

be

mod

ified

, yet

the

clie

nt st

ill n

eede

d th

e en

hanc

emen

t to

the

Bann

er sy

stem

. At

bot

h Co

lum

bus a

nd A

ncho

rage

, Mile

ston

e cr

eate

d en

hanc

emen

ts to

Ban

ner t

hat

did

not t

ouch

bas

e Ba

nner

obj

ects

, yet

the

new

form

s and

pro

cess

es w

ere

inte

grat

ed in

to th

e Ba

nner

app

licat

ion

and

coul

d be

exe

cute

d w

ithin

th

e m

ain

win

dow

in B

anne

r and

wer

e co

ntro

lled

by th

e st

anda

rd B

anne

r sec

urity

app

licat

ion.

Tab

les a

nd d

atab

ase

obje

cts w

ere

crea

ted

in a

di

ffere

nt sc

hem

a so

they

wou

ld n

ot c

o-ex

ist w

ith th

e Ba

se B

anne

r obj

ects

in th

e U

IMSM

GR sc

hem

a.

Mile

ston

e w

orke

d w

ith th

e Ci

ty o

f Cha

rlott

e to

des

ign

the

appr

oach

for t

he B

illin

g Cy

cle

alig

nmen

t pro

ject

. M

ilest

one

cons

ulta

nt w

orke

d w

ith

vario

us C

ity p

erso

nnel

to d

evel

op th

e m

odifi

catio

n ap

proa

ch b

ased

on

the

diffe

rent

mig

ratio

n m

etho

ds th

at th

e Ci

ty a

naly

zed.

Mile

ston

e

July

24,

201

5

RFP

# 2

69-2

015-

060

IT C

ontra

ct P

rofe

ssio

nal S

ervi

ces

Mile

ston

e Ut

ility

Ser

vice

s, In

c. C

onfid

entia

l and

Pro

prie

tary

77

deve

lope

d th

e da

ta e

xtra

ct th

at w

as u

sed

to d

evel

op th

e pr

opos

ed c

ycle

bou

ndar

y m

ap. M

ilest

one

also

dev

elop

ed to

ols u

sed

to a

naly

ze th

e nu

mbe

r of s

ervi

ces i

mpa

cted

by

diffe

rent

type

s of m

ovem

ent m

etho

ds a

s wel

l as t

ools

used

to e

stim

ate

the

dolla

r im

pact

for c

usto

mer

s bas

ed

on th

e nu

mbe

r of d

ays t

hat a

serv

ice

lost

or g

aine

d by

mov

ing

to th

eir n

ew c

ycle

.

July

24,

201

5

RFP

# 2

69-2

015-

060

IT C

ontra

ct P

rofe

ssio

nal S

ervi

ces

Mile

ston

e Ut

ility

Ser

vice

s, In

c. C

onfid

entia

l and

Pro

prie

tary

78

TABL

E 1:

WAT

ER S

PECI

FIC

CUST

OM

ERS

AND

EXPE

RIEN

CE

CO

MPA

NY

LOCA

TIO

N

CUST

OM

ERS

SERV

ICES

CI

S VE

RSIO

N

PRO

JECT

EXP

ERIE

NCE

Aqua

Wat

er

Penn

sylv

ania

99

0,00

0 W

4.

1 20

12 G

o-liv

e fo

r Ora

cle

Tech

nolo

gy U

plift

(9i

to 1

0g/1

1g).

Our

7th

Ban

ner c

lient

for O

racl

e te

chno

logy

upg

rade

.

Anch

orag

e W

ater

&

Was

tew

ater

Al

aska

60

,000

W

, WW

4.

2 4.

2 4.

3

Deve

lope

d co

mpl

ex e

nhan

cem

ent t

o cr

eate

a

cust

omer

reba

te/r

efun

d cr

edit.

En

hanc

emen

t was

dev

elop

ed w

ithou

t m

odify

ing

any

Bann

er so

urce

cod

e.

City

of S

eatt

le

Was

hing

ton

395,

000

W, E

3.

2 O

racl

e Te

chno

logy

Upl

ift; D

ata

Qua

lity

Anal

ysis.

City

of R

iver

side

Calif

orni

a 11

0,00

0 W

, E

3.2

Fina

ncia

l bal

anci

ng p

roje

ct in

pre

para

tion

to

mov

e to

Har

ris E

nque

sta

CIS.

Per

form

ed

Data

Cle

anup

for c

onve

rsio

n.

City

of L

ong

Beac

h Ca

lifor

nia

500,

000

W

CC&

B Co

nsul

ting

serv

ices

supp

ort

City

of R

osev

ille

Calif

orni

a 12

2,00

0 W

, S, S

olid

W

aste

, Re

cycl

ed

Wat

er, E

3.2

Ora

cle

11g

upgr

ade

and

cont

inue

d su

ppor

t U

pgra

de th

e de

-sup

port

ed O

racl

e Da

taba

se

Serv

er a

nd m

igra

te d

ata

from

8 to

11g

Rel

2 fo

r bot

h th

e te

st a

nd p

rodu

ctio

n en

viro

nmen

ts.

July

24,

201

5

RFP

# 2

69-2

015-

060

IT C

ontra

ct P

rofe

ssio

nal S

ervi

ces

Mile

ston

e Ut

ility

Ser

vice

s, In

c. C

onfid

entia

l and

Pro

prie

tary

79

COM

PAN

Y LO

CATI

ON

CU

STO

MER

S SE

RVIC

ES

CIS

VERS

ION

PR

OJE

CT E

XPER

IEN

CE

City

of C

hica

go

Illin

ois

535,

000

W, S

ewer

3.

2 Ba

nner

Mai

nten

ance

and

Pro

duct

ion

Supp

ort

DBA

Supp

ort;

Ora

cle

Tech

nolo

gy A

sses

smen

t

Lubb

ock

Pow

er &

Li

ght

Texa

s 10

0,00

0 W

, Sew

er,

Stor

m W

ater

, So

lid W

, E

4.1

4.3

Impl

emen

ted

Cust

omer

Web

Sel

f-Ser

vice

Po

rtal

to re

plac

e Ba

nner

CW

A.

City

of L

ongm

ont

Colo

rado

45

,000

W

, Sew

er,

Stor

m W

ater

, So

lid W

aste

, E

3.2

4.2

Upg

rade

d Ba

nner

CIS

from

3.2

to 4

.2.

Cond

ucte

d an

d m

anag

ed th

e en

tire

proj

ect

from

kic

k-of

f, tr

aini

ng, c

odin

g, te

stin

g to

go-

live.

City

of C

harlo

tte

NC

250,

000

W, W

W,

Stor

m W

ater

4.

0.2

4.3

Prov

ided

func

tiona

l exp

ertis

e du

ring

the

mig

ratio

n to

4.0

.2. P

rovi

ding

tria

ge a

nd is

sue

reso

lutio

n fo

r pro

duct

ion

prob

lem

s.

Prov

ided

Fun

ctio

nal e

xper

tise

for

conf

igur

atio

n of

Ser

vice

Sui

te 8

, as w

ell a

s,

the

inte

grat

ion

with

Cus

tom

er S

uite

. De

velo

ped

Cogn

os re

port

s acc

ordi

ng to

the

City

requ

irem

ents

. As

siste

d th

e Ci

ty to

de

sign

the

appr

oach

for t

he B

ill C

ycle

Al

ignm

ent p

roje

ct.

City

of R

alei

gh

NC

165,

000

W, S

Deve

lope

d en

hanc

emen

t to

Bann

er C

IS fo

r AM

R im

plem

enta

tion.

July

24,

201

5

RFP

# 2

69-2

015-

060

IT C

ontra

ct P

rofe

ssio

nal S

ervi

ces

Mile

ston

e Ut

ility

Ser

vice

s, In

c. C

onfid

entia

l and

Pro

prie

tary

80

COM

PAN

Y LO

CATI

ON

CU

STO

MER

S SE

RVIC

ES

CIS

VERS

ION

PR

OJE

CT E

XPER

IEN

CE

City

of R

ichm

ond

Virg

inia

14

0,00

0 W

, WW

, St

orm

W,

Recy

cle,

Sol

id

W, S

tree

t lig

hts

2.0

Ora

cle

Tech

nica

l upg

rade

to 1

1g fo

r new

ap

plic

atio

n an

d da

taba

se se

rver

s.

Mar

tin C

ount

y Fl

orid

a 26

,000

W

, WW

4.

2 4.

3 U

pgra

ded

Ora

cle

Tech

nolo

gy fr

om O

racl

e Ap

plic

atio

n se

rver

10.

1.2.

02 to

Fus

ion

Mid

dle

war

e 11

g.

Clev

elan

d W

ater

O

hio

450,

000

W, S

, Sto

rm

W

CC&

B M

ilest

one

& F

ive

Poin

ts ra

n Cl

evel

and’

s pr

ojec

t man

agem

ent o

ffice

for t

he

impl

emen

tatio

n of

the

Ora

cle

CC&

B DI

S.

Mile

ston

e pr

ovid

ed th

e fu

nctio

nal,

tech

nica

l, ch

ange

man

agem

ent,

and

conv

ersio

n le

ads

for t

he C

C&B

Impl

emen

tatio

n.

City

of C

olum

bus

Ohi

o 27

0,00

0 W

4.

1 Pr

agm

aCAD

inte

rfac

e to

Ban

ner 4

.1.

Desig

ned

and

crea

ted

an A

ppoi

ntm

ent

Win

dow

for s

ched

ulin

g se

rvic

e ca

lls b

etw

een

Prag

maC

AD a

nd B

anne

r CIS

. En

hanc

emen

t w

as d

evel

oped

with

out m

odify

ing

any

of th

e co

re B

anne

r CIS

obj

ects

.

City

of F

ort C

ollin

s CO

14

5,00

0 E,

W, W

W

3.1.

2 4.

1 In

stal

led

prod

uctio

n Ap

p Se

rver

for 4

.1.

Deve

lope

d en

hanc

emen

ts a

nd a

ddre

ssed

pe

rfor

man

ce is

sues

on

4.1

port

als a

nd a

pp.

July

24,

201

5

RFP

# 2

69-2

015-

060

IT C

ontra

ct P

rofe

ssio

nal S

ervi

ces

Mile

ston

e Ut

ility

Ser

vice

s, In

c. C

onfid

entia

l and

Pro

prie

tary

81

July 24, 2015



82

Milestone’s Other Hansen Banner CIS Services Annual Customer Maintenance and Support Milestone understands that one Maintenance and Support Plan does not fit all customers. We offer flexible plans designed to meet the specific needs of the customer. We fully support any release the customer is on; all the way back to Banner CIS release 2.2. If Milestone upgrades technology, designs an interface, enhancement or modification, Milestone supports and maintains that. Milestone provides both the standard maintenance and support model as well as complete IT Outsourcing. Level of Support for Defects, Error Corrections, and Production Issues Milestone assigns a point of contact to manage the account’s maintenance and support; and provides a dedicated point of contact on a 24 x 7 basis to log issues with. There is a dedicated team of resources to solve problems and support the Banner/Customer Suite system. The resources will include DBA’s, Functional Analysts, Technical Analysts, etc. MUSI then triages and fixes production problems. The following are a list of the types of support feature services provided by our consultants: • production system issue triage • logging and tracking reported defects and issues • prioritization, management and reporting the disposition of all defects and issues • perform defect and issue analysis and triage to resolution point • prepare defect correction documentation for technical staff • code correction of defects • unit testing of defects • versioning of all defect code corrections • package and deliver code corrections • maintain current version of source code utilizing 3rd party management tool • ensure database and system performance through Database Administration Services • provide ad hoc report services and interface support

Outsourcing IT Maintenance and Support Milestone offers utility customers the ability to outsource IT Maintenance and Support for their Banner CIS. Milestone offers a team that consists of a Functional Lead, DBA, Technical Resources, and Functional Resources. Functional Lead Responsibilities – Milestone will provide a functional resource that will be the initial point of contact for issues reported from the customer. The functional lead will liaise with representatives from the user groups – Customer Service, Billing, Collections, and Field Services. This resource will make the initial categorization to determine the nature of the issue: data, code, change

July 24, 2015



83

request, training, etc. If the issue is training related, this resource will work with the customer’s training department to ensure the issue is addressed going forward. Data issues are assigned to the Milestone Support team. Defects with the Base Banner source code are assigned to the Milestone Maintenance team to be addressed. This resource will also be responsible for working with the Milestone technical team to develop an estimate for any change requests. Additional responsibilities include:

- Update issues in defect Tracking System - Work with technical resources on resolving issues in Banner - Develop and document approach for solving complex defects - Develop high level design for change requests that will be used by the technical team to develop

estimates - Work with the Milestone maintenance team as there are questions related to code issues

Database Administrator Support Responsibilities – Milestone will provide Database Support as needed. Some of the tasks Milestone DBAs provide are for performance issues, triage, backup and recovery, Oracle upgrades, server migrations and applying Oracle patches. Technical Resources Responsibilities – Milestone will provide technical staff to assist the customer with triage and support of technical issues and requests related to Banner such as:

- Data Correction scripts – developing and applying data correction scripts - Source Code Management – manage Banner source code - Applying update scripts and code to non-production data bases - Triage technical issues related to Banner - Develop ad-hoc queries as needed by the customer. - Provide technical input on requested changes to the Batch.

Functional Resource Responsibilities – Milestone will provide the customer with an additional functional resource to assist with testing and issue triage. This resource will develop test cases and be responsible for verifying data corrections and code deliveries. Additional responsibilities include:

- Review and Recreate issues reported by user groups - Update and Maintain issues in defect tracking system - Set up and maintain Banner user security - Work with Technical Resources to resolve defects and data clean up items.

The typical Resource allocations are:

Role Full Time Resource Functional Lead 1 DBA Support .5 Technical Resources 2 Functional Resource 1 Total Resources 4.5

July 24, 2015



84

Data Quality Assessment & Cleanup Many Utilities services groups have been using the Banner/CIS system platform for more than 10 years. During that timeframe, the utility has had to absorb a number of changes in the support mechanisms of that environment including the application of a number of ‘patches’ and ‘code drops’ all of which can create situations where the underlying data content can become corrupted.

Since 2002 Milestone Utility Services has been in business working with over 25 Banner/Customer Suite customers. We have developed an archive of scripts that interrogates the Banner/Customer Suite database to find discrepancies and issues that can be costly to the Customer’s business. Milestone’s team of Data Specialists has years of experience and an impeccable success rate at cleansing data and maintaining data integrity. We use proven methodology which provides an audit trail for future reference. The Data Quality Assessment Review is a high level examination of existing data in the Banner/Customer Suite CIS billing system. This is a fixed price project that takes 6 - 8 weeks and requires minimal effort and resources from the Customer.

The objective of this project is to identify the presence, within the current production Banner/CIS environment, of situations whose existence indicates situations of potential data corruption or inconsistent data content. Milestone conducts a review, analyzes and documents the overall data quality content as currently contained in the production environment in order to ascertain the existence and description of the corrupted data. Milestone produces a Data Quality Assessment Review and Report detailing its findings and recommendations for further examination of the data with some form of data integrity concern. This could include simple corrections, but also require a more in depth analysis to determine and correct potentially more serious problems utilizing Milestone’s methodology solution and its core of Banner/Customer Suite platform expertise for addressing these issues with Milestone’s cleansing and scrubbing process which provides audit information. The goal is to not only discover and fix the problems; but determine why the problems occurred so they do not reoccur. Having good and reliable data is critical to the success of all future projects. Data Analyzed: Below is a description of the nine areas of the system reviewed in this Data Quality Assessment.

Accounts: Milestone analyzes Banner accounts for the client to confirm that each account has the correct attributes assigned. For example, there may be accounts that appear to be out of the ordinary such as

July 24, 2015



85

the wrong cycle code attached, or accounts that contain a particular characteristic that may interrupt traditional billing practices like unapplied credits or no recent charges are key attributes that are reviewed. Bad Debt Data: During the data analysis, Milestone compiles a list of bad debt accounts that have failed one or more validation scripts, which range from bad debt accounts that have incomplete bad debt maintenance records to bad debt accounts that balancing variances. Bill History Data: Milestone reviews the bill history data to confirm that each row has the correct attributes such as bill history number and ending balance, and that it balances with all financial transactions recorded in other data tables. Inconsistent bill history data can create defective results with certain data queries or reports used in reconciling financial activity. Budget Billing Data: Budget billing data must be analyzed to make sure the open items table reflects the correct data. Milestone’s validation scripts are designed to locate errors that can prevent accounts from billing correctly and/or balancing properly. The validation scripts look for defects such as incorrect item types and invalid services numbers. Defects in Banner that are Budget Bill related can lead to a multitude of accounting and reconciling issues. Charges Data: Charges in Banner are traditionally one of most complex data types to analyze; for this reason, Milestone’s integrity scripts review Banner charges from multiple angles to ensure the data is accurate. Charges are examined for defects including charges with invalid accounts, charges that do not balance to other financial tables, and any charges rows that may cause defects for unbilled revenue. Deposit Data: Milestone recognizes that deposits play an integral role in securities for services. As such, Milestone reviews the Client’s deposit data within Banner to validate that data is consistent across all pertinent tables. General Ledger Data: Milestone analyzes the Client’s three main financial transaction tables in Banner to ensure that all transactions have the proper data elements. Milestone’s scripts review the payments, adjustments, and charges tables to determine if there are any transactions that are not being processed or updated correctly. Payment Data: Milestone’s integrity scripts review Banner payments from multiple angles to ensure the data is accurate and complete. Payment data is analyzed for errors and defects related to payments on invalid accounts,

July 24, 2015



86

payment rows with conflicting data details, payments on accounts in a status other than active and payments that appear to be applied but still contain a payment balance. Service History Data: Service history data is analyzed for the Client to locate defects that create issues with cancel/rebills, move-in/move-outs, and meter exchanges. Milestone examines service history for variances such as mismatched meter numbers, mismatched customer numbers and service history issues such as uncharged read rows. Approach and Solution Methodology During the course of this analysis, Milestone will likely find numerous records that have some degree of corruption present. The source of these corrupt elements can be determined to be inclusive to a number of possible situations. After identifying the problems Milestone is then seeking to execute a series of qualitative approaches for data analysis that will address what the underlying issues are, and put in place corrective measures to ensure the highest possible level of data integrity and acuity. The early identification and resolution of data anomalies is a key element for a successful data cleansing effort. We believe it is what sets Milestone apart from others who compete in the data services arena.

Milestone recognizes that the traditional method of performing data quality improvement is time consuming, subject to errors caused by absent or inaccurate documentation, and dependent upon the data contained within the systems. It is impossible to know every variant in the data without analyzing the data itself.

Many try to improve or cleanse data without ever understanding the content and quality of the existing data. In order to achieve a successful data cleansing, it is necessary to first establish a Factual Data Baseline by performing an in-depth Data Analysis that identifies the issues in the data that allows us to recommend and execute a combination of Data Scrubbing and Data Cleansing activities to address the data problems.

Our methodology addresses both the present need to deliver timely solutions based on strong data quality as well as removing these issues from the critical path of a project by surfacing data quality and content issues early in the project timeline.

Our solution design does not eliminate the need for SME participation but will significantly limit the degree to which they are required. Moreover, our solution design will prompt interaction with SME personnel much earlier in the data cleanup process than what is traditional.

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A structured approach to data cleansing is imperative when faced with the prospect of maintaining and managing a system that has been in production for 10+ years. Considering the heavy modification and unavailability of software upgrades, as well as the integration and redundancy issues with peripheral systems, and based on our experience with such situations, Milestone recommends a complete data content analysis of the source system prior to any platform or technological changes or upgrades.

Data Conversions Milestone utilizes a proven methodology and approach where we bring data from the legacy Banner CIS systems into a single data repository as prior to any data transformation in a legacy data structure. The transformation will begin from that point. This makes the reconciliation to the source an easier task and provide a clear visibility of the data problems at the source. This approach also makes the analysis of data exceptions a manageable task. The data conversion process will consist of these below steps

Extract Legacy data from the current system applying the rules and filters regarding what data is to be extracted and number of years of history required.

Perform Data quality, content analysis and perform data scrubbing and cleansing of the legacy data.

ETL tool will be used to perform data translation of the Legacy data to target system application requirements (Taking the business and technical rules into consideration).

Load the data into staging tables Load data from staging tables to target system data model.

We use incremental data volume approach for the conversion. This means that the initial conversion load process will take only sample data and gradually increase the data volume as we stabilize the process. This ensures quick identification/resolution of issues and thus ensures proper validation of the mapping. Project Management Milestone’s centralized PMO’s charter is to ensure that all project managers have a core set of project management skills, common processes and templates. The PMO also acts as the owner of all projects and the project management methodology. It serves as a support organization that our project managers and our clients can utilize for project management assistance. In addition, Milestone’s PMO also serves as a place for providing an organization-wide view of the status of all projects and records

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the improvements being made from project to project. The below are other services that the Milestone PMO provides:

A common set of project management processes and templates, which saves each project manager or organization from having to create these on their own. These reusable project management components help projects start-up more quickly and with much less effort.

After the project management processes are deployed, the PMO stays with them over the entire project timeline. As new or revised processes, templates and lessons learned are made available; the PMO deploys them to the organization.

The PMO facilitates the project Communication Plan and Change Management Plan for client projects when needed.

Manages a common repository/share site where all the PMO templates and methodologies reside, also where prior project management deliverables can be stored and used as candidates for reuse by similar projects, further reducing project start-up time.

Delivers Project Management Oversight Services (PMOS) to help apply common project management standard practices on specific projects for clients. Project Oversight services can help new client project managers understand and apply the same methodology and apply the practices more quickly.

Tracks basic information on the current status of all projects in the organization and provides project visibility to corporate management in a common and consistent manner.

In Summary Milestone has the proven technical and functional Banner/Customer Suite CIS experience, in depth utility industry knowledge, and Oracle expertise to successfully lead your team in any Banner CIS and/or Oracle Upgrade project; and provide the support services required to keep Banner/Customer Suite CIS functioning for as long as you want. Milestone can then provide guidance and support with a full range of services from, Project Management Office, System Integration, Data Conversions to the designing and development of integrations and interfaces for a new CIS implementation. From DBAs to Quality Assurance resources, and Rate Analyst, Milestone can provide the expertise needed by the customer and the Utility and Energy industry. Milestone’s quality of work and team of experts has resulted in long-term relationships with Ventyx Banner/Customer Suite CIS users such as ONE Gas Energy, Vectren Energy and other CIS users.

MUSI’s client base covers utilities and energy companies that that provides multiple services to more than 1.5 million customers where the database size is more the 3 Terra bytes in each data base; to smaller utilities that are billing only one service to their 30,000 customers.

MUSI understands that many of the needs of each of these types of clients are different, however, at the end of the day, meters need to be read, bills need to go out, and trucks need to roll to customer premises locations on a timely basis. Milestone understands the commonalities that utilities share, in addition to the unique challenges those customers face.

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If the goal is to extend the life of the legacy system or work toward a CIS replacement, Milestone has proven and is confident that we have the team of consultants, expertise and skillsets needed to successfully manage, maintain, support, and upgrade Banner/Customer Suite and the Oracle technology, as well as manage and support a CIS replacement projects.

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