STATEMENT OF WORK - CLEARWATER GAS - DYNAMICS CRM SOLUTIONCatapult Systems
The Microsoft Consulting Company
Clearwater Gas - Dynamics CRM
Solution
Statement of Work
For Clearwater Gas
February 3, 2017
Catapult Systems
The Microsoft Consulting Company
Contents
Statement of Work
Clearwater Gas
1. Engagement Overview 3
1.1 Objective 3
1.2 Success Criteria 3
2. Scope of Work 4
2.1 Catapult Scope 4
2.2 Clearwater Gas Scope 6
2.3 Out of Scope 6
2.4 Deliverables 6
2.5 Estimating Assumptions 7
2.6 Process Methodology 7
2.7 Project Management 8
2.8 Status Reporting 8
2.9 Approving Deliverables 9
2.10 Change Management 9
3. Professional Services Fees 10
4. Terms and Conditions 11
5. Acceptance 12
p. 2 of 12
Catapult Systems
The Mh rosnftConsulting Company
1. Engagement Overview
Statement of Work
Clearwater Gas
1.1 Objective
This Statement of Work (SOW) represents an agreement between Catapult Systems (Catapult) and
Clearwater Gas (Clearwater Gas or Client).
The purpose of this project is to complete a new implementation of Microsoft Dynamics CRM Online.
The solution is comprised of key features and business processes that will greatly enhance the
efficiency, maintain extensibility and security of Clearwater Gas's Sales, Order and service management
systems.
1.2 Success Criteria
The high level success factors are:
• Complete a new implementation of Dynamics CRM Online based on the requirements defined by
the business.
• Implement a new solution for Sales Proposals, Drop Meter testing, Service and Repair and
automate dispatching of service technicians.
• Create standard dashboards by role as well as 50 top customer report.
• Creation of full and complete documentation on the implementations including technical, user
and functional documents.
• Create two stacks of the Dynamics CRM Online environments (Development and Production).
p. 3 of 12
Catapult Systems
The Microsoft Consulting Company
2. Scope of Work
Statement of Work
Clearwater Gas
Catapult will work with Clearwater Gas to create the new Dynamics CRM solution. The Vision Scope
document, Technical Design Document, Requirements Specifications and Project Plan define the scope
of work. Please reference the Project Plan for responsibilities of Catapult, Clearwater Gas and items out
of scope.
2.1 Catapult Scope
The following high level requirements are in scope for this engagement, please refer to the following
documents.
1
Description
Install and Configure
• ADFS Server (Azure or Locally Based)
• Dynamics CRM 2016 On -Line Production Instance
• Dynamics CRM 2016 On -Line Development Instance
• Create One Business Units in Dynamics CRM 2016
o Clearwater Gas
• Dynamics CRM Online 2016 FieldOne Solution
• Dynamics CRM Online 2016 FieldOne Mobile (5 clients
only)
• All Installations and Configurations include basic
functionality testing
2 Discovery Sessions (2hrs Max)
• Service Request Team
3 Implement the following Functions: Entities
• Create and Configure New Entity — Meter
o Create and Configure Data Fields
o Create and Configure Relationships
o Create and Configure - Form
• Create and Configure New Entity — Meter Activity
o Create and Configure Data Fields
o Create and Configure Relationships
o Create and Configure - Form
• Create and Configure New Entity — Sub -Order
Create and Configure Data Fields
o Create and Configure Relationships
o Create and Configure - Form
• Change and Configure "Account" Entity to Client
p. 4 of 12
Catapult Systems
The MicrosoftConsultinq Company
o Create and Configure Data Fields
o Create and Configure Relationships
o Create and Configure - Form
• Change and Configure "Opportunity" Entity to
Proposals
o Create and Configure Data Fields
o Create and Configure Relationships
o Create and Configure - Form
• Change and Configure "Contact" Entity
o Create and Configure Data Fields
o Create and Configure Relationships
o Create and Configure - Form
• Change and Configure "Invoice" Entity to Proposals
o Create and Configure Data Fields
o Create and Configure Relationships
o Create and Configure - Form
• Change and Configure "Product" Entity to Parts Check
Out
o Create and Configure Data Fields
o Create and Configure Relationships
o Create and Configure - Form
Weekly Import of the follow data:
• Usage data from UMS SQL Based database create 1
(one) standard CRM Import template
Import One Time the following data:
• Customers / Contacts from existing system
• Parts Inventory from existing
5 Implement the following Functions: Workflows / Processes
• Create and Configure 5 Workflows / Processes
Maximum
o Workflows / Process
• Drop Test Meter
• Drop Test Liability Signature
• Service & Repair
6 Implement the following Functions: Reporting
• Create and Configure Top 50 Report leveraging SQL
Server Reporting Services
Statement of Work
Clearwater Gas
p. 5 of 12
.01*
Catapult Systems
The Microsoft Consulting Company
7 Implement the following Functions: Dashboards
• Create and Configure Dashboards 5 Maximum these
will be created by role
8 Implement the following Functions: Use Case and Training
• Create up to 5 use case designs for end user testing
• Create Training Content on any and all solutions
functions
• Conduct up to 2 Train the Trainer sessions
Statement of Work
Clearwater Gas
2.2 Clearwater Gas Scope
The Clearwater Gas (to include the City's IT and Gas division) team will participate in the engagement as
follows:
• Coordinate Client resources and staff schedules
• Identify and provide access to final decision maker(s)
• Provide the hardware, software and licensing necessary for the environment
• Provide key technical resource for 20 hours per week for course of project
• User Acceptance Testing Approval
• Provide user adoption
• Review and approve deliverables
2.3 Out of Scope
The following items are not planned for this engagement:
• Custom Dynamics CRM Plug -ins
• Customization of CRM entities beyond the items specifically mentioned
• Catapult Pricing is for Services Only; Dynamics CRM Software will need to be purchased
2.4 Deliverables
This engagement will produce the following deliverables:
Deliverable Description
Weekly Status Report Provides details on project progress, budget,
schedule, risks and issues
Completed CRM Solution Catapult provides the CRM configurations and
source code assets needed for solution
As Built Documentation Documentation of the final system solution
including System Architecture, System
Configurations and System Customizations.
Test Scripts Scripts testing various scenarios to validate the
systems functions as defined by the requirements.
p. 6 of 12
R Systems
The Microsoft Consulting Cornpeny
Train the Trainer
Documentation
2.5 Estimating Assumptions
Statement of Work
Clearwater Gas
Documentation of the Train the Trainer training
materials.
The overall scope and related work estimates for this engagement were developed based on the
following assumptions. Material changes to these assumptions may impact the estimated effort,
schedule and fees associated with completing the work.
• Information provided as part of an Envisioning and Planning sessions with Catapult.
• Catapult resources will be used in a relatively fulltime (40 hours /week) capacity.
• Catapult & Clearwater Gas will pool resources to meet budgetary and timeline goals
• Clearwater Gas Infrastructure team must be able to deliver server resources as specified in
attached documents
• Client key stakeholders will be readily accessible for key decision making throughout the course
of the initiative.
• The Catapult team may perform portions of the work either on site or off site, depending on the
nature of each task.
• Delivery Approach
2.6 Process Methodology
Catapult uses a proven methodology that ensures success by providing tools and processes that enable
project teams to exceed expectations for quality, delivery time, and cost. We employ the Microsoft
Solutions Framework (MSF) to provide an adaptable framework for successfully delivering information
technology solutions faster, requiring fewer people and involving less risk, while enabling higher quality
results. This framework helps teams directly address the most common problems of technology projects
to improve success rates, solution quality and business impact.
Envisioning Phase
The Envisioning Phase focuses on defining the engagement
requirements and developing a common vision among the
stakeholders and team members. During this phase the team
establishes an overall direction for the engagement and a timetable
for delivery. The primary deliverable of the Envisioning Phase is the
Vision and Scope Document.
Planning Phase
During the Planning Phase the team elaborates the system
requirements and begins the design process in order to prepare
detailed work plans and schedules. Deliverables for the Planning
Phase could include architecture and design documents, functional
and technical specifications, test cases and a project plan.
p. 7 of 12
RI•
Catapult Systems
The Microsoft Consulting Company
Statement of Work
Clearwater Gas
Developing Phase
The Developing Phase focuses on system development and
implementation. During this phase, the Catapult team practices
disciplined and rigorous unit testing. Also during this phase the team
installs and configures any required hardware and platform software.
The primary deliverable for this phase is a fully constructed system
that is ready for further testing.
Stabilizing Phase
During the Stabilizing Phase the team executes the Test Plan and
executes end -to -end system testing. The testing procedure during
this phase simulates real -world conditions and environments.
Deploying Phase
The purpose of the Deploying Phase is to deploy the finished system
to the production environment and make it available for general use.
This includes releases of the final build, data sets, and server
configuration. Other activities include knowledge transfer sessions
and transitioning to the support team.
2.7 Project Management
The Catapult team will provide project structure that addresses the following:
• Deliverable acceptance criteria and review cycles.
• Schedule for status meetings and status report distribution.
• Process and responsibilities for issue resolution and escalation.
• Quality assurance steps in development of the solution.
• Methods for addressing key client expectations with respect to the overall engagement
objectives.
Throughout the solution development process, the Catapult team will monitor issues and defects, seek
input from Clearwater Gas and remediate problems.
2.8 Status Reporting
The Catapult team will prepare a weekly status report that captures relevant details related to work
progress and any issues that require management attention. The status report will also include budget
and schedule tracking information. The Catapult team will conduct a weekly status meeting with the
Client team to review the status report and address any issues or activities that require attention.
p. 8 of 12
PI•
Catapult Systems
The Microsoft Consulting Compdny
Statement of Work
Clearwater Gas
2.9 Approving Deliverables
The Catapult and Client teams will jointly execute a deliverable review process as defined in the diagram
below.
Catapult Team Client reviews the Catapult revises the
present the
deliverable to the --ON- deliverable and —IP. deliverable and
Client team. provides feedback. re- submits.
Within 3 business days
Client approves
deliverable.
Within 2 business days
The effort estimates in this Statement of Work account for one iteration of the approval process shown
here. If during the engagement Client requires more iterations of this process, the Catapult delivery
manager will evaluate the related impact on budget and schedule and execute the change management
process as appropriate.
2.10 Change Management
Either Catapult or Client may initiate a Change Request when some change or event has occurred that
may impact the scope of the engagement. Catapult will prepare formal documentation that includes
description of the change with estimated implementation effort and impact to schedule and budget.
Client can choose to approve or deny the change request. Catapult will not proceed with work related to
the change request until Client has issued formal approval.
Some examples of events that can cause a Change Request include the following:
• Change in Technical Scope — Client decides to include new functionality or capabilities not
identified in the initial scope and related work estimates.
• Change in Scope of Work — Client requests Catapult perform work activities or produce
deliverables not originally assigned to the Catapult team.
• Change in Approach — Material changes in the work approach due to circumstances outside the
control of the engagement team (some examples include: Client team members not available as
planned, delays in Client tasks or responsibilities, equipment not available as planned).
p. 9 of 12
RI•
Catapult Systems
The Microsoft Consulting Compdny
3. Professional Services Fees
Catapult will provide the services defined in this SOW on a time and materials basis
of IT Consulting Agreement 973 - 561- 10 -1).
We will schedule the physical and personnel resources as soon as we have received
arrangement.
Florida State Contract Details
• Project Area 4
• Section Systems: Programming and Admin
• Job No. 7410.00
• Job Title: Systems Architect
• Scope Variance: EXPERT
• Rate per hour: $155
Statement of Work
Clearwater Gas
(under the premise
acceptance of this
Activity
Hours Hourly Rate Cost
Project Management
Phase 1- Envisioning & Planning
Phase 2 - Infrastructure
Phase 3 - CRM Core Functionality
Phase 4 - Training & Testing
Professional Service Total
47
8
44
160
24
283
$155.00
$155.00
$155.00
$155.00
$155.00
$7,285.00
$1,240.00
$6,820.00
$24,800.00
$3,720.00
$43,865.00,
We will submit invoices according to the terms defined in the current Professional Services Agreement
between Catapult and Client.
By mutual agreement between Client and Catapult Systems, if this engagement requires travel by any
Catapult employee, we will submit the expenses (and applicable receipts) on an invoice payable by
Client as follows:
Travel expenses shall be submitted in accordance with s. 112.061, F.S.
• Auto mileage: Current standard IRS reimbursement rates apply
• Airfare: Actual cost
• Hotel: Actual cost
• Car Rental: Actual cost
• Meals: Actual Cost
p. 10 of 12
R.Catapult Systems
The Microsoft Consulting Company
Statement of Work
Clearwater Gas
4. Terms and Conditions
This Statement of Work (SOW) is subject to the terms and conditions of the IT Consulting Agreement
between the State of Florida and Catapult in effect at the time of signature for this SOW.
• Any exceptions to the IT Consulting Agreement are noted in this Statement of Work and are not
to be construed as permanent modifications to the IT Consulting Agreement (i.e. they apply only
to this SOW).
• Capitalized terms not defined in this SOW shall have the meaning ascribed to them in the
Agreement.
• To the extent that there is any conflict between this SOW and the IT Consulting Agreement, the
IT Consulting Agreement shall prevail.
The term of this SOW is effective beginning upon execution and continues through completion of the
engagement.
p. 11 of 12
Catapult Systems
The Miuosoft Consithing Company
5. Acceptance
Statement of Work
Clearwater Gas
CATAPULT SYSTEMS, LLC
SIGNATURE
PRINTED NAME
Christina Boe
TITLE
Southeast General
Manager
DATE
Countersigned:
CITY OF CLEARWATER, FLORIDA
William B. Horne II
City Manager
Approved as to form:
JIMA,
Matthew mith
Assistant City Attorney
Attest:
Rosemarie CaII
City Clerk
Please acknowledge acceptance of this with signatures above.
Please return the signed document to:
David Jaffe
Account Executive, Catapult Systems
David.Jaffe @catapultsystems.com
813.283.06521 Direct
813.868.2115 1 Fax
p. 12 of 12