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2020-123 Schedule BConfidential 1 STATEMENT OF WORK WATER & WASTEWATER BILLING AND RELATED SERVICES County of Oxford Table of Contents Table of Contents .................................................................................................................................. 1 1. Introduction ..................................................................................................................................... 2 Related Documents ............................................................................................................................... 2 3. Service Description ......................................................................................................................... 2 3.1. Areas within Scope .................................................................................................................. 2 3.2. Areas out of Scope .................................................................................................................. 3 4. Assumptions and Constraints .......................................................................................................... 4 4.1. Assumptions ............................................................................................................................ 4 5. Achievement of Service Levels ........................................................................................................ 4 6. Fees & Payment Schedule .............................................................................................................. 5 6.1. Fees ........................................................................................................................................ 5 6.2. Payment Schedule .................................................................................................................. 5 7. Term & Termination of SOW ........................................................................................................... 5 8. SOW Acceptance ............................................................................................................................ 5 Confidential 2 1. Introduction This Statement of Work (“SOW”) is issued in respect to the ongoing Water & Wastewater Billing, Call Center & Collections Services being provided by Town of Tillsonburg (“Town”) for the Oxford County (“County”). 2. Related Documents This Statement of Work is entered into pursuant to a Master Agreement made between the County of Oxford (“County”) and Town of Tillsonburg (“Town”) dated January 1, 2021 In the event of any inconsistency between the terms and conditions of the Master Agreement and the terms and conditions of this SOW, the terms and conditions of the Master Agreement will prevail except in relation to a provision in the SOW that specifically identifies a conflicting provision of the Master Agreement and states that the conflicting provision of the Master Agreement does not prevail. 3. Service Description 3.1. Areas within Scope The services to be provided by Town include: 1. Hosting, Licensing, Support & Disaster Recovery of the following Systems: a. Customer Information System b. Web Presentment Solution c. Document Management Solution d. Water Access web tool 2. Billing of Metered and Flat Rate Water and Wastewater on a monthly basis as per County approved rates 3. Collection for active and finalized accounts in accordance with the County’s “Receivable Management” policy as reviewed and understood by Town. Current process includes the following: a. IVR call 4 days after due date b. IVR call and Reminder Notice 9 days after due date c. Personal phone call 16 calendar days after due date. If no phone number available, notice delivered by County to premise d. Issuance of notice to County for disconnection 4. Prepare and issue all relevant service orders to the County or its designate for processing 5. Maintenance of water meter information in the CIS system 6. Implementation and testing of rates 7. Call center services for billing, inclusive of being the initial point of contact for: a. final readings and issuing service orders as required b. dirty water and issuing service orders as required Confidential 3 c. rate inquiries and escalating to the County if required d. high consumption concerns and issuing service orders as required e. processing of payment deferrals as per County and Town approved procedures f. leaking water meters and notifying the County or its designate as required g. Any miscellaneous water calls and escalating where required 8. Providing monthly statistic reports to the County by the 15th of the following month 9. Providing access to water website which will provide: consumption data, high usage complaints, billing & payment history 10. Providing quarterly statistics of water consumption for wastewater use to the County By-Law Enforcement Officer 11. Providing water statistics to support reporting requirements under Ontario Regulation 450/07, Ontario Water Resources Act. Such report to be issued before February 28th of each calendar year 12. Inserting of one notice per year (as per Town specifications and supplied by the County). Additional inserts can be included at an added cost as quoted. 13. Warehousing of Water Meters and the associated radio read equipment for the Tillsonburg area. Fees shall be collected by Town and submitted to the County with the monthly remittances. 14. Provide electronic file for meter reading at least 2 business days in advance of the schedule meter reading schedule in a format specified for meter reader. The County and Town will work to establish a mutually agreeable reading schedule. 15. The customer bill must include consumption and billing rate by tier. In the event that this produces a multi-page bill, incremental fees shall apply in accordance with the rate schedule. 16. Providing monthly accounts receivable aging report by account. Town will make best efforts to include date of last payment and indicator of a payment arrangement on record. 17. Project Management, inclusive of: a. Regular conference calls with the County b. Quarterly meetings to review service quality If any of the above cannot be met, the Town shall communicate to waterbilling@oxfordcounty.ca immediately. 3.2. Areas out of Scope • Field Service Work, including but not limited to Water Meter Maintenance, Meter Reading, Collections Notice Delivery or further customer onsite visits The following elements are considered outside of Scope for this agreement, however would be available as an additional service if requested. • Creation of added interfaces • Creation of or modification of reports not previously identified • Inclusion of added inserts • Special customer communications Confidential 4 4. Assumptions and Constraints 4.1. Assumptions The Services and fees for this engagement are based upon the following assumptions: 1. Any items not explicitly identified within the SOW are considered out of scope. Any changes to those responsibilities and/or deliverables will be considered a change in scope for the engagement. Any proposed change to the engagement scope must be in written format and with signed approval. 2. This engagement will continue to have, the support of senior County staff and will be assigned sufficient priority to ensure its ongoing success. 3. County lead for single point of contact will be waterbilling@oxfordcounty.ca. 4. Town hours of operation are 8:00am – 5:00pm, Monday to Friday, excluding Statutory Holidays 5. 5 users will be provided access to Town’s web tool 5. Achievement of Service Levels If the Town fails to meet any Service Level and upon request by the County, the Town shall promptly perform a root-cause analysis to identify the cause of such failure, at no additional cost to the County. The Town shall be relieved of service level expectations to the extent of any delay or other failure to stratify such service levels resulting from (i) a force majeure condition as defined in the Agreement, (ii) circumstances and causes that are beyond Town’s reasonable control such as software bugs and (iii) they County’s failure to satisfy its obligations under this SOW after having received written notice and a reasonable opportunity to correct the failure. If the service expectations are not being met, or if either party has issues related to the Agreement or service delivery in general, the following escalation procedures will apply: Stage County Participant Town Participant 1 Amy Vesprini 2 Carolyn King 3 Lynn Buchner Ian McKenzie 6. Fees & Payment Schedule 6.1. Fees The fees for services outlined in this SOW shall be as follows: Fees per Bill: Service Area Customers/Bill Tillsonburg $3.51 The County will not be charged for billing adjustments or extra billings for reasons within the Town's control. A billing discount of $0.20 per e-bill will apply for all County customers who only receive an electronic bill. In addition, a discount of $0.05 will apply for customers who pay using pre-authorized payments or PAP. The following terms apply to the Fees: . • All fees and rates are in Canadian dollars. • All applicable taxes are extra. 6.2. Payment Schedule Town shall remit to the County monthly billed revenues by the 15th business day of the following month. Town will provide their Accounts Receivable balance at the end of the month in accordance with section 3.1.16 of this SOW. An invoice will be submitted outlining the services rendered for the period. Payment does not include interest revenues received for overdue water and wastewater billing accounts as interest revenues are intended to recover collection costs for the Town. 7. Term & Termination of SOW This Statement of Work shall follow the provisions as set out in the Master Agreement 8. SOW Acceptance ACCEPTED AND AGREED: Tit : Date: December 14, 2020 I have authority to bind the Corporation. Confidential ACCEPTED AND AGREED: COUNTY OF OXFORD ~:~-------~ Title: Chief Administrative Officer Date: November 26, 2020 I have authority to bind the Corporation. By l/~ Name: Michelle SfTiib~ Title: TOWN CLERK Date: December 14, 2020 I have authority to bind the Corporation. Confidential By: Name: Lynn Buchner Title: Director of Corporate Services Date: November 26, 2020 I have authority to bind the Corporation.