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STATEMENT OF WORK
Client Irvine Ranch Water District
SI Infosys Ltd.
Project System Integration Services to Implement a Comprehensive Customer Care &
Billing and Customer Web Portal (OUCSS) Solution
Date 07‐Jan‐2013
Document No. Ver. Rev. 0.21
Authorized by Signature/
Date
EXHIBIT D
Proprietary & Confidential Statement of Work
ii
Document Control
Owner Infosys Ltd
Status Initial Outline
Version Description of Change Date Author
V0.1 Initial Draft Jul 26th, 2012 Infosys Ltd
V0.3 BF Review Draft Jul 27th, 2012 Infosys Ltd
V0.4 Numerous July 30th, 2012 Infosys Ltd
V0.5 Due Diligence updates Aug 23rd, 2012 Infosys Ltd
V0.6 Post Due Diligence updates Sep 12th, 2012 Infosys Ltd
V0.7 Sequential go Live updates Oct 12th, 2012 Infosys Ltd
V0.8 Reviews from Initial Contract discussions
Oct 31st, 2012 Infosys Ltd
V0.9 Changes done after joint Reviews with IRWD and Infosys
Oct 31st, 2012 Infosys Ltd
V0.10 Changes made after joint reviews with IRWD and Infosys
Nov 15th, 2012 Infosys Ltd
V0.11 Changes to the Payment Milestones
Nov 19th, 2012 Infosys Ltd
V0.12 Changes to the deliverable table and payment milestones after the meeting on Nov 21st, 2012
Nov 26th, 2012 Infosys Ltd
V0.13 Changes made to the deliverable table after the meeting on Nov 27th, 2012
Nov 28th, 2012 Infosys Ltd
V0.14 Indentation, formatting changes Dec 06th, 2012 Infosys Ltd
V0.15 Miscellaneous changes after meeting on Dec 10, 2012
Dec 12th, 1012 IRWD and Infosys Ltd
V0.16 Formatted reporting table, keyresource table, others
Dec 13th, 1012 IRWD and Infosys Ltd
Proprietary & Confidential Statement of Work
iii
0.17 Incorporated changes from the meeting on Dec 14,2012
Dec 21st,2012 Infosys Ltd.
0.18 Changes made by IRWD Dec 27th, 2012 IRWD
0.19 Changes/comments by Infosys January 2nd, 2013 Infosys Ltd.
0.20 Changes/comments by Infosys January 3rd, 2013 Infosys Ltd.
0.21 Adjusted the milestone values as per the revised deal price. Addition of 10.3.
January 7th, 2013 Infosys Ltd
Statement of Work
© 2013 Infosys Limited
Table of Contents 1. Overview ................................................................................................................................. 10
1.1 Project Summary ............................................................................................................................... 10
1.1.1 Major Project Considerations ..................................................................................................... 10
1.1.2 Sub‐Contractors .......................................................................................................................... 10
1.2 Partnership with Oracle Consulting .................................................................................................. 12
1.3 Business Objectives of the Project .................................................................................................... 12
1.4 Overall Scope of the Project ............................................................................................................. 12
1.5 Guiding Principles of the Project ...................................................................................................... 13
1.6 Acceptance Criteria ........................................................................................................................... 14
1.6.1 Go Live Criteria ........................................................................................................................... 14
1.6.2 Post Implementation Acceptance Criteria or Final System Acceptance .................................... 14
1.7 Software Modules and Version......................................................................................................... 16
1.8 Project Implementation Software and Tools .................................................................................... 18
1.9 Project Assumptions ......................................................................................................................... 18
1.9.1 General ....................................................................................................................................... 18
1.9.2 Project Structure ........................................................................................................................ 21
1.9.3 Staffing ....................................................................................................................................... 22
1.9.4 Project Management .................................................................................................................. 23
1.9.5 Data Conversion ......................................................................................................................... 24
1.9.6 Development .............................................................................................................................. 24
1.9.7 System Testing ............................................................................................................................ 25
1.9.8 Training ....................................................................................................................................... 25
1.9.9 Production Readiness and Cutover ............................................................................................ 25
1.9.10 Post Implementation Support .................................................................................................... 26
1.9.11 Technology ................................................................................................................................. 26
1.9.12 Solution Architecture ................................................................................................................. 27
2. Definitions ............................................................................................................................... 28
3. Performance Criteria ............................................................................................................... 33
4. Recommended Hardware and Sizing ...................................................................................... 34
4.1 CC&B Hardware and Sizing ............................................................................................................... 34
4.2 OUCSS Hardware and Sizing ............................................................................................................. 35
Statement of Work
© 2013 Infosys Limited
4.3 OBIEE Hardware Sizing ...................................................................................................................... 36
4.4 DR Infrastructure Setup and Architecture ........................................................................................ 37
4.5 Desktop Configuration ...................................................................................................................... 38
5. Program Scope ........................................................................................................................ 39
5.1 General Scope Overview ................................................................................................................... 39
5.2 Program Sctructure ........................................................................................................................... 39
5.2.1 Project Organization Structure ................................................................................................... 39
5.2.2 Infosys Staffing ........................................................................................................................... 39
5.3 Major Scope Components ................................................................................................................ 40
5.3.1 Client Solution Requirements ..................................................................................................... 40
5.3.2 Modifications (Extensions) ......................................................................................................... 41
5.3.3 Interfaces .................................................................................................................................... 41
5.3.4 Data Conversion ......................................................................................................................... 43
5.3.5 Reports ....................................................................................................................................... 45
6. Implementation Approach ...................................................................................................... 50
6.1 General Description .......................................................................................................................... 50
6.2 High Level Schedule .......................................................................................................................... 50
6.3 Project Phase Definitions .................................................................................................................. 50
6.4 Project Management & Project Governance .................................................................................... 52
6.4.1 Activity – Project Activity Management ..................................................................................... 52
6.4.2 Activity – Status Reporting ......................................................................................................... 53
6.4.3 Activity – Project Tracking .......................................................................................................... 53
6.4.4 Activity – Financial and Administration Management ............................................................... 54
6.5 Pre‐Initiation Phase ........................................................................................................................... 55
6.5.1 Activity – Contract Completion and Mobilization ...................................................................... 55
6.6 Initiation Phase ................................................................................................................................. 55
6.6.1 Activity – Construct Initial Project Documents .......................................................................... 56
6.6.2 Activity – Develop Detailed Project Work Schedule .................................................................. 57
6.6.3 Activity – Install & Setup Project Tracking Tools ........................................................................ 58
6.6.4 Activity – Plan for the Core Team Training Infrastructure ......................................................... 58
6.6.5 Activity – Plan for the Project Infrastructure ............................................................................. 59
6.6.6 Activity – Establish Initial Project Infrastructure ........................................................................ 60
6.6.7 Activity – Install Solution ............................................................................................................ 60
6.6.8 Activity – Conduct Bootcamp Training Sessions ........................................................................ 61
Statement of Work
© 2013 Infosys Limited
6.7 Business Process Analysis Phase ....................................................................................................... 62
6.7.1 Activity – Conduct Business Process Analysis Workshops ......................................................... 62
6.7.2 Activity – Develop Individual To‐Be Business Processes ............................................................ 64
6.7.3 Activity – Develop Final Business Process Document Catalog ................................................... 64
6.8 Analysis Phase – FS Documentation ................................................................................................. 65
6.8.1 Activity – Develop Functional Specifications for Extensions ...................................................... 65
6.8.2 Activity – Develop Functional Specifications for Interfaces ....................................................... 66
6.8.3 Activity – Develop Functional Specifications for Reports .......................................................... 66
6.9 Design Phase – TS Documentation ................................................................................................... 67
6.9.1 Activity – Develop Solution Configuration Document ............................................................... 67
6.9.2 Activity – Develop Technical Specifications for Extensions, Interfaces, Reports ....................... 68
6.10 Configuration & Development .......................................................................................................... 69
6.10.1 Activity – Develop Solution Configuration ................................................................................. 69
6.10.2 Activity – Develop Extensions .................................................................................................... 70
6.10.3 Activity – Develop Interface Programs ....................................................................................... 70
6.10.4 Activity – Develop Reports ......................................................................................................... 71
6.11 Data Conversion ................................................................................................................................ 72
6.11.1 Data Conversion Initiation .......................................................................................................... 72
6.11.2 Data Conversion Analysis & Design ............................................................................................ 74
6.11.3 Data Conversion Development .................................................................................................. 75
6.11.4 Data Conversion Trials & Test Conversions ................................................................................ 76
6.12 Test Planning ..................................................................................................................................... 77
6.12.1 Activity – Develop Test Strategy ................................................................................................. 77
6.12.2 Activity – Develop Functional Testing Scripts ............................................................................ 77
6.13 Test Execution ................................................................................................................................... 78
6.13.1 Activity ‐ Execute System Testing ............................................................................................... 78
6.13.2 Activity – Execute Functional / System Integration Testing ....................................................... 79
6.13.3 Activity – Execute Performance Testing ..................................................................................... 80
6.13.4 Activity – Execute User Acceptance Testing (UAT) .................................................................... 81
6.13.5 Activity – Execute Parallel Testing .............................................................................................. 81
6.14 Cutover .............................................................................................................................................. 82
6.14.1 Activity – Prepare Production Environment ............................................................................... 82
6.14.2 Activity – Preparation for Cutover / Cutover planning .............................................................. 83
6.14.3 Activity –Cutover to Production Operation ................................................................................ 84
6.15 Post Implementation Support Phase ................................................................................................ 85
Statement of Work
© 2013 Infosys Limited
6.15.1 Activity – Post Implementation Support .................................................................................... 85
6.15.2 Activity – Final Acceptance ......................................................................................................... 86
7. Organizational Change Management ..................................................................................... 87
7.1 Organizational Change Management ............................................................................................... 87
7.1.1 Activity – Develop OCM Plan ...................................................................................................... 87
7.1.2 Activity – OCM Analysis .............................................................................................................. 88
7.1.3 Activity – OCM Design ................................................................................................................ 89
7.1.4 Activity – OCM Plan Execution ................................................................................................... 89
7.2 Training ............................................................................................................................................. 90
7.2.1 Activity – Develop Training Plan ................................................................................................. 90
7.2.2 Activity – Develop Train the Trainer training materials ............................................................. 91
7.2.3 Activity – Prepare for Training .................................................................................................... 91
7.2.4 Activity – Deliver User Training (Train the Trainer) .................................................................... 92
7.2.5 Activity – Deliver End User Training ........................................................................................... 92
7.2.6 Activity – Stakeholder Analysis ................................................................................................... 93
8. Project Management Approach .............................................................................................. 94
8.1 Program Management Overview ...................................................................................................... 94
8.2 Project Organization & Reporting Structure ..................................................................................... 94
8.3 Project Governance & Escalation ...................................................................................................... 94
8.3.1 Work Assignments & Tracking ................................................................................................... 94
8.3.2 Weekly PM Meetings ................................................................................................................. 94
8.3.3 Monthly Steering Committee Meetings ..................................................................................... 95
8.3.4 Conflict Escalation Process ......................................................................................................... 95
8.4 Change Order Process ....................................................................................................................... 96
8.4.1 Process Overview ....................................................................................................................... 96
8.4.2 Tracking Tool & Process ............................................................................................................. 97
8.5 Project Controls ................................................................................................................................ 97
8.6 Project Communications ................................................................................................................... 97
8.6.1 Project Management Reports .................................................................................................... 97
8.7 Risk Management ............................................................................................................................. 98
8.8 Quality Control .................................................................................................................................. 99
8.8.1 Communication of Deliverable Delivery..................................................................................... 99
8.8.2 Deliverable Acceptance Process ................................................................................................. 99
8.8.3 Defect Tracking Tool & Process ................................................................................................ 100
Statement of Work
© 2013 Infosys Limited
8.9 Project Management Tools ............................................................................................................. 100
8.9.1 Tracking Components ............................................................................................................... 100
9. IRWD Assistance ................................................................................................................... 102
10. Program Pricing ..................................................................................................................... 103
10.1 Fixed Price for the Project ............................................................................................................... 103
10.2 Structure for Milestone Payments .................................................................................................. 103
10.2.1 Milestone Payments ................................................................................................................. 103
10.3 Intellectual Property ....................................................................................................................... 104
11. Project Deliverables – Milestones Mapping ......................................................................... 105
11.1 Table of Deliverables ....................................................................................................................... 105
12. Travel & Expense Policies ..................................................................................................... 137
12.1 General Principles ........................................................................................................................... 137
Appendices Appendix 1. Updated Proposal Document ............................................................................ 139
A 1.1 Updated Proposal Summary ........................................................................................................... 139
A 1.2 Functional Checklist ......................................................................................................................... 139
A 1.3 Price Detail Sheets ........................................................................................................................... 139
A 1.4 Project Plan ..................................................................................................................................... 139
Appendix 2. Clarifying Requirements Document .................................................................. 140
Appendix 3. Request for Proposal ......................................................................................... 141
Appendix 4. Initial Proposal Document ................................................................................. 142
Statement of Work
© 2012 Infosys Limited Page 9 of 142
This Statement of Work (“SOW”), dated as of________ __, 2012 (“Commencement Date”), is entered into by
and between Irvine Ranch Water District, having a principal place of business at 15600 Sand Canyon Avenue,
Irvine, CA 92618 (“IRWD”) and Infosys Ltd., having a principal place of business at 6100 Tennyson Parkway,
Plano, Texas , 75024 (“Infosys”), and is subject to the terms and conditions of the Professional Services
Agreement between IRWD and Infosys, dated as of ________ __, 2012 (“Agreement”). The terms of the
Agreement will govern this SOW and are hereby incorporated in this SOW by reference. Capitalized terms not
otherwise defined in this SOW will have the meanings set forth in the Agreement. All references in this SOW
will be references to sections set forth in this SOW, unless specific reference is made to a section in the
Agreement or other Schedules to the Agreement. The content of this SOW consists of the main body of this
document plus it’s Exhibits, Schedules and Addendums, including:
Document Content Document Location
Document “A” Updated Proposal and Price Sheets, as submitted by Infosys following due diligence.
Appendix 1
Document “B” Clarifying Requirements Document Appendix 2
Document “C” Request for Proposal Document Appendix 3
Document “D” Initial Proposal Document Appendix 4
The documents above will be considered part of the Agreement. As such, if any discrepancy exists
between the above referenced documents, the precedence shall be in the listed order. These
documents help define the scope of this project and will guide its execution. The conclusion of this
project is defined by Infosys meeting the requirements for all deliverables as defined this SOW.
Statement of Work
© 2012 Infosys Limited Page 10 of 142
1. Overview
1.1 Project Summary
1.1.1 Major Project Considerations
Irvine Ranch Water District (“IRWD”), and/or referenced as (“Client”) has embarked on a strategic
initiative to replace its current legacy CIS (Customer Information System) with a comprehensive CIS
Solution based on Oracle’s Customer Care and Billing (CC&B) software platform. As contemplated, this
project will ultimately replace IRWD’s current legacy billing system(s) footprint with an integrated suite
of software applications from Oracle Corporation (Oracle CC&B, OUCSS and OBIEE) and other software
vendors indicated within this document, including AccuZip, et al.
Infosys Limited (“Infosys”) will provide the services described herein to IRWD and the project itself will
be referred to as the “CIS Solution Project.” Infosys will install, configure and test the functionality of
the product(s) listed herein and provide services as described in this Statement of Work (“SOW”).
The program is planned to be delivered in 2 phases. Phase 1 consists of the implementation,
configuration and customization of all CIS functionality defined within this SOW with using the current
IRWD Web Portal.. Phase 2 will replace the current IRWD Web Portal with OUCSS. This System
Replacement Project is comprised of the systems described below in Section 1.7 of this Statement of
Work (“SOW”). Infosys will provide program management, organizational change management support,
and implementation services for conversion to and installation of all solution components defined
within this SOW.
1.1.2 Sub‐Contractors Infosys, as Prime Contractor for this initiative, will take full ownership of all sub‐contractors (as mutually
agreed to between Infosys and IRWD) and their scope of work as related to the overall System
Replacement Project. It should be noted that throughout our relationship with IRWD, we will endeavor
to collectively present ourselves as a single, integrated team, and we strongly encourage IRWD to view
and treat all Infosys sub‐contractors as though they are an extension of the Infosys team.
Table of Infosys’ Sub‐Contractors for IRWD’s project to implement a Comprehensive Customer Care &
Billing Solution:
Sub‐Contractor Name Project Role
Oracle Corp Functional Architect (CCB)
Technical Architect (CCB)
Oracle Corp Migration Consultant
Oracle Corp Project Oversight/Project Manager
Statement of Work
© 2012 Infosys Limited Page 11 of 142
Sub‐Contractor Name Project Role
Oracle Corp Infrastructure / Technical
Consultant
Oracle Corp Product Architect (OUCSS)
Statement of Work
© 2012 Infosys Limited Page 12 of 142
1.2 Partnership with Oracle Consulting
Infosys today has an exclusive teaming arrangement with Oracle for numerous mid‐market CIS replacement projects in North America. We will utilize Oracle as a subcontractor to support solution design aspects of the Oracle software in the project roles identified above. Oracle will also assist Infosys in assessing the Client requirements and in developing both configuration designs and the technical designs for all anticipated modifications, reports and interfaces that require programming to meet IRWD’s stated requirements. The objective of utilizing Oracle in these roles is to further enhance/maximize the configuration capacities in Oracle’s software, and to minimize programming changes to the software. Any changes throughout the project to the configurations and programming designs will be socialized with IRWD and validated by Oracle in support of the Infosys team.
1.3 Business Objectives of the Project
IRWD has outlined several major business drivers and Project justification statements for this System
Replacement initiative, including:
Improve customer service offerings and programs
Increase knowledge transfer and information sharing between departments
Improve navigation, data access, and user reporting capabilities
Improve the ease and support of integration and interfacing to other applications
Implement a system that provides more flexible functionality, and in turn, reduces modifications, and allows IRWD to more quickly and easily adapt to changing business and regulatory requirements
Support complex and tiered rates
Improve automated functional processes to reduce manual entries across all applications
Enhance ability to adapt to an increasingly complex and expanding regulatory and compliance environment
Increase and improve employee and customer satisfaction by improving the efficiency and effectiveness of both employees and business processes.
1.4 Overall Scope of the Project
This project includes all activities required to implement a comprehensive CIS Solution based on Oracle’s
Customer Care and Billing (CC&B) as defined in this SOW and supporting documentation. The complete
solution will include the implementation, configuration and delivery of the following activities listed
below. The responsibilities related to the activities below are covered in the subsequent sections.
Hardware infrastructure, including necessary server infrastructure, printer, system software, database and related services.
Network infrastructure and desktop environment, including necessary hardware and software required to access the CIS Solution.
The base Oracle CC&B, OUCSS and other defined application software, IRWD specific enhancements and integration with required IRWD and third party application interfaces.
Statement of Work
© 2012 Infosys Limited Page 13 of 142
The delivery approach will rely on solution configuration rather than solution modifications and will modify its business processes to utilize Oracle CC&B’s best practices where appropriate.
Infosys will provide installation services as defined in this SOW, which include but are not limited to: project management, technology installation, application installation, application configuration, data conversion, data archiving, business development, solution development, data conversion, solution training, solution testing, solution acceptance, and solution installation.
Infosys post installation services will include stabilization and final acceptance of the CIS Solution
1.5 Guiding Principles of the Project
Infosys acknowledges the following overarching principles will underpin the Project:
The focus behind Infosys’ entire proposed delivery approach has been to ensure the near term and long term success of a mission‐critical IRWD program. Being a services organization, Infosys understands the business criticality of such a program and we are therefore tuned to thinking “Client First.”
Infosys shall conduct one or more boot camps with the appropriate IRWD project team members and explain the methodology described in this and related documents to ensure everyone understands the frame of reference and the relevant associated deliverables. This approach will also help the overall team understand their roles and responsibilities throughout the lifecycle of the program. When there are tasks or deliverables that incrementally build on one another, Infosys will follow the agreed upon sequence as outlined below in Section 6 of this SOW.
Infosys will not try to force‐fit a reinvention of the legacy system environment, but rather we intend to incorporate best practices for the CC&B framework as long as they do not conflict with IRWD’s regulatory requirements. And we intend to accomplish as much as possible through “configuration” versus “programming” on this project. Infosys will not be granted access to IRWD legacy systems. Where needed, the IRWD team will provide data extracts or provide information from the relevant source system(s) in the mutually agreed format to facilitate completion of the implementation tasks.
Infosys will focus on IRWD’s business requirements defined in the RFP while considering potential future requirements of IRWD.
Infosys will maximize the use of configuration rather than customization
Infosys will apply a Governance model that assures service delivery predictability . The Governance model will leverage the significant operational experience gained over time working across multiple utility companies. The model ensures transparency with minimal disruption and will provide IRWD the performance visibility necessary for the current program execution as well as set the stage for future phases.
Infosys will remain focused on Project goals and on activities that will continue to move the Project forward.
Statement of Work
© 2012 Infosys Limited Page 14 of 142
Timely Delivery + Quality of Delivery will be key drivers of Infosys as a partner to IRWD throughout the life of our relationship
1.6 Acceptance Criteria
The following are the acceptance criteria agreed between Infosys and IRWD for the successful
completion of the project.
1.6.1 Go Live Criteria
Before the new CIS solution, including converted IRWD customer and billing data, base software,
configuration, customization and interface points can move to the IRWD production environment and
be implemented in day‐to‐day production processing; the following criteria must be mutually signed off
between Infosys and IRWD:
Exit criteria for Sign off of design, System integration testing, User acceptance testing, parallel testing and performance testing are met. The acceptance criteria for individual stages are mentioned under individual sections in this document.
Successful completion of all functional tests, integration tests, performance tests and signed off on all user acceptance tests.
All requirements in the Client Functional Requirements are delivered as a part of this SOW, with any exceptions and/or deviations from this agreed to by both Infosys and Client via the Change Order process.
Successful mock Cut‐over dress rehearsals.
Train the trainer deliverables are completed by Infosys and End user training is delivered by IRWD resources with Infosys support. All end users have also been trained and are confident in their ability to conduct transactions.
The Project’s data conversion has been reconciled as defined within the Cut‐over plan. All discrepancies are adequately explained, documented and is signed‐off by IRWD. The scope of data conversion and the approach for reconciliation mechanisms shall be discussed and mutually‐agreed upon during design stages.
Testing with parallel production samples of all business functions has occurred and will compare the legacy calculations to the new system calculations. The results are expected to be exact or explained (deviations) to IRWD’s satisfaction. The scope and approach for parallel testing is identified under the Parallel Testing section below. Parallel Testing is proposed to be done for any tests that have a financial bearing (such as payroll, bills and Invoices for a period and financial statements at period end).
1.6.2 Post Implementation Acceptance Criteria or Final System Acceptance
The Infosys post implementation “go‐live” warranty period will cover three months for phase 1 and 2
months for phase 2. The post implementation support period will be utilized to support IRWD users as
issues appear and to resolve defects found and reported during the post implementation warranty
period.
Statement of Work
© 2012 Infosys Limited Page 15 of 142
Before the Project and this Infosys‐IRWD SOW scope can be considered fully delivered, the criteria
defined within the Final System Acceptance plan must be met.
Infosys and IRWD will prepare a Final System Acceptance plan during the course of this project. At a
minimum the Final System Acceptance with include the following final acceptance criteria unless
otherwise agreed upon by both IRWD and Infosys.
1. The execution of the FSA plan will be conducted window Execution of the FSA plan will be conducted for a period to complete 2 complete billing cycles (estimated at approximately 60 days) and will be begin no later than thirty (30) calendar days following Go‐Live for a total duration of three complete billing cycles. The FSA plan will clearly indicate when Final System Acceptance occurs.
2. During the two complete billing cycles, the solution within scope must operate without generating any Severity One Errors which are not Testable and repaired within the same period. If any Severity One Errors occur during the warranty period that are not so tested and repaired, the warranty period will be extended until the solution is tested and repaired.
3. The solution within scope will be in production and available for use by IRWD’s business users and customers.
4. Batch processes are completing within 4 hours or other time window as mutually agreed to during the Deploy Phase.
5. All solution design, configuration, customizations and interface development have been documented and provided to IRWD.
6. The solution has executed 2 consecutive month close activities successfully. 7. System Deliverables as defined in this SOW have been completed and accepted. 8. Day‐to‐day operations, including daily and monthly financial reconciliations, have returned
to (or are approaching) the documented pre‐project levels of efficiency and accuracy. 9. Deferred features and functionality that have been mutually agreed during the
implementation have been provided, tested, implemented and accepted by IRWD. 10. Project Completion criteria met as defined during this project. 11. Client post‐implementation support plan is in place with an on‐going support staffing plan.
Formal handoff of production support, including outstanding issues, risks, and other concerns, has been made from the Infosys staff to the IRWD staff.
The FSA plan will include interim reviews of the criteria set forth above during the warranty window
where IRWD will promptly notify Infosys of any deficiencies or non‐conformity upon discovery of the
same. Within ten (10) business days following completion of the FSA Review Period (the last two of
three complete billing cycles during warranty) described above (including any extensions), IRWD will
notify Infosys of any remaining deficiencies from or non‐conformity with such criteria. If Infosys does not
receive this notice within this ten (10) business day period, the FSA test will be deemed satisfactory and
the solution will be deemed to have met all Acceptance Criteria.
Upon notice from IRWD (which shall include reasonable documentation regarding such error) of any
component of the solution failing to meet the criteria, Infosys will promptly facilitate the repair or
replacement of the non‐performing component at no additional cost to Infosys in order to meet the
stated level of effectiveness for the stated period of time, or otherwise satisfy the applicable criterion.
Statement of Work
© 2012 Infosys Limited Page 16 of 142
1.7 Software Modules and Version
The following is the list of software required for the implementation along with the required license
count. IRWD will procure these software components. Other software tools required by Infosys for
system integration will be procured by Infosys. These include, but are limited to, the implementation
tools listed in Section 1.8: Project Implementation Software and Tools.
SR# Oracle Utilities CC&B Elements Count
1 Oracle Utilities Customer Care and Billing Base for Residential Customers –
100 in Customer Count Perpetual
850
2 Oracle Utilities Customer Care and Billing Credit and Collections for
Residential Customers ‐ 100 in Customer Count Perpetual
850
3 Oracle Utilities Customer Care and Billing Rating and Billing for Residential
Customers ‐ 100 in Customer Count Perpetual
850
4 Oracle Utilities Customer Care and Billing Cashiering for Residential
Customers ‐ 100 in Customer Count
850
5 Oracle Utilities Customer Care and Billing Task Optimization Tools for
Residential Customers ‐ 100 in Customer Count Perpetual
850
6 Oracle Utilities Customer Care and Billing Archiving for Residential Customers
‐ 100 in Customer Count Perpetual
850
7 Oracle Utilities Customer Care and Billing Base for Commercial & Industrial
Customers ‐ 100 in Customer Count Perpetual
150
8 Oracle Utilities Customer Care and Billing Credit and Collections for
Commercial & Industrial Customers ‐ 100 in Customer Count Perpetual
150
9 Oracle Utilities Customer Care and Billing Rating and Billing for Commercial &
Industrial Customers ‐ 100 in Customer Count Perpetual
150
10 Oracle Utilities Customer Care and Billing Cashiering for Commercial &
Industrial Customers ‐ 100 in Customer Count Perpetual
150
11 Oracle Utilities Customer Care and Billing Task Optimization Tools for
Commercial & Industrial Customers ‐ 100 in Customer Count Perpetual
150
12 Oracle Utilities Customer Care and Billing Archiving for Commercial & 150
Statement of Work
© 2012 Infosys Limited Page 17 of 142
Industrial Customers ‐ 100 in Customer Count Perpetual
13 Oracle Utilities Customer Care and Billing Integration to Oracle E‐Business
Suite Financials for General Ledger and Accounts Payable – Processor
Perpetual
2
14 Micro Focus Net Express for CC&B (Mfr is Micro Focus International, Third
Party Program) – Named Developer Perpetual
1
15 Oracle Utilities Customer Care and Billing Extractors and Schema ‐ 100 in
Customer Count Perpetual
1000
16 Oracle Utilities Customer Analytics ‐ Application User Perpetual 30
17 Oracle Utilities Revenue Analytics ‐ Application User Perpetual 30
18 Oracle Utilities Advanced Spatial Revenue Analytics ‐ Application User
Perpetual
30
19 Oracle Utilities Credit and Collection Analytics ‐ Application User Perpetual 30
20 Oracle Utilities Advanced Spatial Credit and Collection Analytics ‐ Application
User Perpetual
30
Technology
21 Oracle Database Enterprise Edition
22 WebLogic Suite
23 Informatica Power‐Center and Power‐Connect Adapters. (IRWD has
confirmed they have the development license for this software )
Oracle – Self Service
24 Product: Oracle Utilities Customer Self‐Service v2.x
3rd Party Software:
ACCUZIP CASS and PAVE software for address validation and Bill Print
solution
Statement of Work
© 2012 Infosys Limited Page 18 of 142
1.8 Project Implementation Software and Tools
The following is the list of software that will be used to support the implementation and on‐going
support of the solution. Both IRWD and Infosys will be responsible for obtaining licenses as needed by
their respective teams.
SR# Implementation and Support Tools Count
1 MS Project 2010 for project plan
2 MS Word, MS Excel, MS Power Point for basic documentation
3 MS Visio (or other agreed upon tool) for business process and workflow
documentation.
4 Data Integrator Enterprise Edition
5 Informatica Data Explorer
6 Informatica Data Quality
1.9 Project Assumptions
Certain assumptions were taken into account to determine the level of effort to perform the scope of
services included in this Statement of Work. These assumptions fall into the areas described below.
1.9.1 General The Project location is in Irvine, CA.
Scoping and estimation is based on the requirements as specified in the Client Functional Requirements.
IRWD with assistance from Infosys will install the backend database management system in each environment as required. Infosys will configure the database as required to support CC&B and OUCSS.
IRWD will install the required hardware with configuration to meet Infosys’ specifications defined within this SOW.
IRWD will provide the environment instances as listed in this SOW. Infosys will provide IRWD ith configuration/setup requirements.
Infosys will provide support for designing the Disaster Recovery Site for CC&B and OUCSS along with the testing of DR site. Based on the design delivered by Infosys, the IRWD infrastructure team will implement the DR setup.
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Infosys will provide 3 months warranty support for Phase 1 and 2 months of warranty support for Phase 2. During this warranty support period, it is assumed that Level‐1 helpdesk support will be provided by IRWD. IRWD’s Help Desk is the first point of contact for business for issues. The Help desk team will assess the issue, collect information, validate if it is a warranty issue and pass it on to the Infosys team. Infosys team will perform root cause analysis and provide recommended action/changes to IRWD.
Responsibility of running the legacy system during Parallel Run is the responsibility of IRWD. Responsibility of running the new system is shared with IRWD and Infosys. Infosys will fix defects found during the parallel run. Infosys team will perform root cause analysis and provide recommended action/changes to IRWD.
Changes to IVR are not included in this statement of work. However, Infosys is responsible for implementing the interface between the IVR and CC&B.
Tools for performance testing will not be provided by IRWD. The project assumption is that all performance testing will be conducted manually. Infosys is to provide performance benchmark data for reference. Infosys will provide IRWD with a manual performance test scope/plan.
For the Phase 1 integration of CC&B and Customer Web Portal (IRWEB), IRWD will be responsible for all changes within IRWD’s web portal product. Infosys will be responsible for developing the interface to CC&B. Infosys will assist with problem resolutions on interface testing.
The version of CC&B being proposed in the solution is Oracle Customer Care & Billing V2.3.1, unless agreed to by both parties. Upgrade from 2.3.1 to a higher version is not considered in scope. Upgrade to a major version at any point during the course of the implementation will be considered and governed through the change order process defined in Section 8.4 of this document.
All prices are quoted in U.S. dollars and include taxes where applicable.
The Fixed Cost will be firm for the services identified herein through the project duration and post implementation support, as identified in this SOW.
Prompt decision‐making and problem resolution will be required to achieve an on‐time, on‐budget project completion. It is expected most decisions and/or problems will be resolved within five business days (or to a mutually agreed to timeframe).
Infosys and IRWD are willing to implement inherent “Best Practices” in order to minimize the need for software customizations. This may not always be possible, but IRWD will approach each opportunity from this perspective
IRWD and Infosys understand the project scope and project timelines and agree to communicate and adhere to those objectives, thus setting the proper expectation level.
All scope changes identified by either the IRWD or Infosys throughout this project will be documented and managed through the Change Control process.
The solution will be developed to support only one language: English.
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IRWD will provide access to the appropriate internal stakeholders and project team members to participate, provide input, review and sign‐off. These resources will be backed‐up in the event of vacations, unscheduled lack of availability, etc.
The workweeks for IRWD Project team members are based on a 9‐80 work schedule. Daily work hours are from 7:00 – 5:00 Monday – Friday except for every other Friday as defined with IRWD’s 9‐80 schedule.
Out of town project personnel will generally be onsite Monday through Thursday and work from their home locations on Fridays, unless Project deadlines or other contingencies require exceptions to this schedule.
During the User Acceptance test phase, any subsequent changes (fixes, updates, etc) to the test environment will require appropriate regression testing to test for unexpected impacts.
During the project, two types of data cleansing are expected to take place: automated where possible and manual where required. Automated data cleansing will be employed in all cases unless this is either not possible, or more expensive than manual data cleansing or IRWD sensitive data requiring special handling. Infosys’ conversion team will execute the automated data cleansing. The manual data cleansing will be done by the IRWD business users. Infosys will provide IRWD with the automated data cleansing documented procedure/process documented. Infosys will provide IRWD business users with documented procedure/process for manual data cleansing.
Assumes legacy side of Interfaces effort is estimated & delivered by IRWD’s technical team.
It is assumed that 60 months of usage history will be migrated from the legacy CIS system to CC&B and OBIEE.
IRWD will go live with the latest version of CC&B, OBIEE, OUCSS and AccuZip as of the end of the Requirements Analysis Phase. No upgrades to newer versions will be applied until after all systems are in production, unless agreed upon by both parties. Service packs and OSS notes will be evaluated for inclusion after the Requirements Analysis Phase only if they address specific issues/requirements that endanger Project success in terms of budget or schedule.
Infosys will utilize the current versions of Microsoft products, including MS Word, MS Excel, MS Project, MS Visio, MS PowerPoint and MS Access, to produce deliverables according to IRWD’s technical standards. Should Infosys not operate at the same versions as IRWD, Infosys will make reasonable efforts, within Microsoft product capabilities, to save documents and deliverables to a level that would be accessible by IRWD or vice versa.
Infosys will install CC&B and OUCSS software and related Third Party Software, as defined in this SOW and/or required to support the solution, on IRWD’s environment – inclusive of MicroFocus, WebLogic, AccuZip, et al.
During the Project, IRWD will implement new rates, which must be built and tested as part of the scope of this project.
Infosys will assist IRWD in development of documentation of “Best Practices” implemented as a result of the change to the new Oracle‐based Solution.
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Infosys and IRWD recognizethat competing initiatives may be a risk and a challenge to the project team and the implementation. IRWD will be responsible to ensure that the appropriate actions are taken to avoid any impact to the Project schedule, staffing, and costs related to any competing projects. Infosys will develop and own the Risk Management Plan. Infosys will monitor and control the risk log and identify action plan to mitigate risks.
The project is split into two phases. Based on the schedule outlined in Section 6.2 of this Statement of Work, Phase 1 will start in February, 2013 with go‐live scheduled sixteen months after project start. Phase 2 will begin 1 month after Phase 1 go‐live and is scheduled for 7 months.
In the event that IRWD extends the Project beyond these dates or requests work beyond the defined scope as specified in this Statement of Work, Infosys may request a Change Order and an amendment to this Statement of Work.
IRWD should anticipate and plan for organizational adjustments. IRWD will be responsible for evaluating and managing any business process and technical environment changes, managing and executing the organizational change plan and developing new performance measures for the organization.
Infosys will assist IRWD in in the creation or modification of user procedure documentation.
1.9.2 Project Structure IRWD will designate a dedicated Project Manager to oversee all aspects of this Project. Infosys
will also have a dedicated Project Manager to manage all Infosys deliverables and activities identified within this SOW.
IRWD will have a dedicated Project Director or sponsoring manager. This person will coach and mentor the IRWD Project Management Team throughout the Project and ensure the Project aligns with the enterprise objectives of IRWD. This role will report to the overall Project Sponsor.
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Infosys will have a dedicated Executive Sponsor. IRWD assumes this person is ultimately responsible for the IRWD project. Issues will be escalated to this resource.
IRWD is responsible for the coordination of the hardware supplier and other 3rd party project vendors under direct contract to IRWD.
Infosys will be responsible for coordinating third party vendors for products and services that have been subcontracted for by Infosys.
All Infosys staff will report to the Infosys Project Manager.
IRWD’s Project Manager will have the assistance and support of the IRWD core team throughout the life of the Project. The IRWD core team will have members from all functional areas and will be involved in the decision‐making process for the Project.
IRWD will have a steering committee that will be comprised of key executives and Project stakeholders. It is assumed that the IRWD Project Director, IRWD Project Manager and the Infosys Project Manager will present reports to the steering committee on at least a monthly basis regarding the status of the Project.
Infosys’ executive sponsor may participate in all monthly Steering Committee meetings via teleconference and will participate in person at least every fourth month
1.9.3 Staffing
The IRWD and Infosys project teams will primarily be located in a single facility located at IRWD’s office location in Irvine, CA. There also may be project activities conducted at other IRWD operations location(s) throughout the Project. Infosys will perform a significant amount of work offshore. These offsite project team members will require remote access to the hardware environment in support of this initiative. Infosys will provide a Pre‐engagement Checklist 2 weeks prior to project start to include accessibility and other requirements.
Both parties will provide qualified resources to meet the mutually agreed upon project schedule and milestones for implementation of the System. Potential project delays or missed milestones will be reviewed by the Project Managers and appropriate scope changes or adjustments considered.
All Project resources (IRWD, Infosys and others) will be available as required and defined in the Project staffing plan. To the extent such resources are not available, Infosys will consult with IRWD about staffing alternative resources, whether such resources turn out to be IRWD, Infosys or third party resources. To the extent the staffing plan requires changes or updates, the change order process may apply.
IRWD will staff the Project with qualified resources that are familiar with IRWD’s business processes and practices. These resources must possess the necessary competencies, capabilities, and dedication to complete the solution on time. IRWD’s project team members will be empowered to make decisions related to configuration and business processes. For some key decisions IRWD may be required to escalate the decision process. IRWD will work to minimize the escalation of decisions to keep the decision process as streamlined as possible.
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The Infosys core team will make decisions related to configuration and system enhancements based on the requirements defined by IRWD team. Business processes will be developed in a collaborative manner, while utilizing the inherent best practices within CC&B and OUCSS.
The majority of business process design, application configuration (for production) System Integration testing, UAT, Performance testing, knowledge transfer, cut over and warranty support will be on‐site at IRWD’s location in Irvine, CA. Development activities, application configuration, documentation, research, analysis of issues, preliminary reconciliation analysis, data migration runs etc., shall be performed at one or more of Infosys’ off‐site solution centers. Warranty Support work will include a combined on‐site and off‐site presence as deemed appropriate by the Project Management team. IRWD will provide remote access for Infosys staff members working off‐site in support of the Project.
IRWD shall provide the following facilities to Infosys team. The facilities will be used by Infosys personnel to deliver the scope of work for IRWD. These facilities requirements will be included in the Pre‐engagement Checklist to be finalized 2 weeks prior to project start.
o Work space for approximately 10 onsite personnel
o Access to IRWD’s network using Infosys laptops. Infosys’ laptops will require scanning and must run approved virus protection software.
o 5 Virtual machines required to access the onsite servers from offshore resources. SSL VPN connectivity will be provided for rest of the offshore resources for connecting to the onsite servers.
o Telephone connections for onsite personnel
o Internet access for onsite personnel, with capability to connect to the Infosys network through VPN
o Access to conference rooms/meeting spaces (as appropriate) to conduct workshops
o Access to printer, copier and fax machine(s).
o Access cards/other for all Infosys onsite employees to IRWD facilities during and after office hours and during weekends. Infosys shall comply with the necessary background check needs to facilitate this.
Infosys will support IRWD’s Quality Assurance activities related to the project. Those activities will include but not be limited to: Infosys providing project information for Quality Assurance (QA) assessments and Infosys project team members participating in QA interviews.
All IRWD and Infosys Project Team members are expected to take normal vacation and holiday days throughout the course of the project except during stages of the project where their presence is critical. The Project Managers will review any requests for time away from the project before approval is granted.
1.9.4 Project Management
Infosys will assume responsibility for the successful implementation and completion of this SOW. Infosys is responsible for managing the Project and ensuring solution delivery.
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Infosys is responsible for maintaining the MS Project schedule (with IRWD input and collaboration) for both Infosys and IRWD resources.
All Project documents will be maintained in electronic format and supported by supplemental hard copies based on IRWD requirements. All final version documents will be clearly marked as the “Final” version and turned over to IRWD.
Infosys is responsible for the initial installation, configuration, and testing of initial 2 or 3 user PC workstations necessary to support the System’s front‐end environment. Once IRWD has the knowledge of this process, this will be IRWD’s responsibility. Infosys will provide the required documentation to enable the IRWD personnel to take up this responsibility.
Infosys will work with IRWD to establish the electronic project office including: project directories, calendars, work program, status reporting and other items as agreed to.
1.9.5 Data Conversion
Infosys will develop a conversion strategy and present to IRWD for review and approval.
IRWD will assign technical resources to provide Infosys with current system file layouts and data descriptions.
Infosys will review IRWD file layouts and data descriptions. The mapping of source data to the target environment will be done in a joint Infosys and IRWD workshop. Infosys and IRWD will prepare the mapping specifications based on these sessions.
Infosys will design, develop, create validation processes (for example dollars, meter reads, consumption) and unit test conversion load programs.
IRWD will design, develop, and unit test the conversion extract programs.
Infosys will run the data conversion programs and verify the quality of the data.
Infosys will modify conversion load programs, and IRWD will modify conversion extract programs to address data conversion and data cleanup issues.
Infosys will execute mock conversions to prepare for Go‐Live cutover as mutually agreed, based upon the results of initial mock conversions.
IRWD will assign individuals to conduct data preparation and cleansing activities, as required.
1.9.6 Development
Infosys will take the lead and be responsible for the development of forms, reports, interfaces, conversions, enhancements, modifications and workflow with the assistance of IRWD resources identified in this SOW.
Infosys assumes responsibility for managing the interface design, development, testing and roll‐out of interfaces by Infosys as defined in Section 5.3.3.
IRWD will provide subject matter experts for the legacy system as required to support the design, development and testing of interfaces to other systems.
Infosys will be responsible for the data import or export portion of all interfaces as they relate to the Solution (reference Section 5.3.3). IRWD will be responsible for the data import or export portion of all interfaces as they relate to other systems.
Infosys will be responsible for performing quality assurance of all product enhancements, interfaces, reports, forms, and workflows.
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For OBIEE reports development the same OBIEE setup and ETL servers currently available by IRWD will be used for development and testing. It is assumed that the current IRWD setup has the development licenses installed for use by Infosys.
1.9.7 System Testing
Infosys will provide templates for testing.
Infosys and IRWD will jointly develop all test plans outlining the testing approach, methods, data, and participants.
Infosys and IRWD will assume responsibility for conducting a volume test to ensure batch and on‐line performance is within contractual performance levels as described in Section 3.0.
IRWD will assume responsibility for conducting a business test focusing on how well the business processes flow with the new system.
IRWD will review and perform testing activities under the direction of Infosys, per the test plan.
Infosys will provide resources for product fixes resulting from errors identified during the system testing process.
The System Integration Testing (SIT) testing will cover the components impacted by the implementation scope. IRWD will provide testing support for End to End testing of the components not covered in the Solution.
1.9.8 Training
Infosys will provide 2 weeks of operational enhancement training on BI to help the IRWD technical team enhance their knowledge on BI. The schedule of the training will be planned mutually between Infosys and IRWD during the course of the project.
Infosys will be responsible for “Train the Trainer” deliverables and will develop a detailed training plan/schedule for this. Infosys will develop an End User Training Plan, based on the Training Needs AssessmentIRWD trainers will be used to deliver training to the end users. Infosys and IRWD will jointly execute end‐user training. One Infosys trainer will be present for each IRWD‐instructor‐led training session.
IRWD will provide training classrooms with the appropriate space and technology to execute training.
IRWD will provide its users with specific times during their workday to conduct a hands‐on user refresher either at their desktop or on a workstation within their work area.
IRWD has the facilities and will provide the necessary logistics support for all training sessions, including: class schedules, meeting rooms, training rooms, material reproduction, overhead projectors, training workstations, and any other necessary training supplies.
IRWD will ensure end‐user attendance at training
1.9.9 Production Readiness and Cutover
Infosys will develop an acceptance test plan. IRWD will approve the acceptance test plan that will be mutually agreed with Infosys.
IRWD will be responsible for conducting an acceptance test of the completed system as delivered by Infosys at the completion of system testing activities.
Infosys with assistance of IRWD will develop a mutually agreed to go‐live plan and schedule.
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Infosys and IRWD will jointly stage all aspects of the system in preparation for production cutover.
Infosys and IRWD will jointly conduct production cutover activities.
IRWD will conduct manual conversion activities as required following production cutover.
1.9.10 Post Implementation Support
An IRWD support group will be assembled prior to cutover to stabilize the implementation, and provide production support services, including user authorizations and security support.
Infosys will provide on‐site support to IRWD during the first three complete monthly billing cycles (for Phase 1 and 2 months for Phase 2) that could require an estimated 14 weeks or more to complete.
1.9.11 Technology IRWD will be responsible for the procurement and installation of hardware to support the
Project, including hardware installation, operating system installation, support, and maintenance. Infosys will provide laptops, development software and other tools for all Infosys resources.
IRWD will provide network setup and network management support. Existing networking infrastructure and adequate housing will be provided for the solution project (i.e. development, test and training environment) and production hardware.
IRWD will implement a disaster recovery plan for relevant project environments, which will support all locations consistent with the current IRWD policies. IRWD will own the responsibility of Project environments (including Production) as well as the overall system back‐up plan.
IRWD will provide all instances required for the implementation of the Oracle Solution throughout the Project. This will include, but is not limited to, separate instances for development, test, quality assurance, training, and production. Additional instances if required during the Project will be procured by IRWD after mutual consent and agreement between Infosys and IRWD.
The responsibility for code moves belongs to Infosys for Dev, CRP, SIT. However this will transition to IRWD staff as the Project progresses (during integration testing), as part of the knowledge transfer process.
Infosys will be responsible for the configuration, packaging, build and deployment of code on different environments during the course of the project. Infosys will define standard release management procedures for code propagation and software configuration management to different environments using the recommended release management procedures for the components of the solution.
The environment management responsibility will also include the application server administration activities required (for Development, Test , Training , Production and Staging) for normal health check procedures to be conducted on the Development, Test, Training Staging and Production environments. This responsibility will gradually transition to IRWD staff as the project progresses as part of the knowledge transfer process.
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IRWD will provide appropriate connectivity for enterprise storage, enterprise backup hardware, software and media for all Project‐related servers.
IRWD will provide verified backup and recovery support for all Project environment infrastructures.
IRWD shall support the installed infrastructure with support and direction from the Infosys technical team members for the duration of the Project.
IRWD will provide Infosys with access to the hardware and network environments (excluding Production when next explicitly included in scope) necessary for the implementation of the System. Infosys personnel will adhere to IRWD’s security and data access policies and may be subject to appropriate criminal background checks.
1.9.12 Solution Architecture The following are the high level guiding principles on which the Infosys solution architecture as
proposed for IRWD is based. The guiding principles are based on the CC&B support for these guiding
principles and its underlying Oracle Utilities Application framework (OUAF).
High Availability: Solution components can be highly distributed and are capable of supporting necessary redundancies which promotes reliability, availability, and serviceability. The deployment architecture can be made to support an “always on” processing model.
Scalability: The proposed solution components and the technology infrastructure are scalable in size, capacity and functionality to meet changing business and technical requirements to maintain ever‐changing service level adherence.
Flexibility and Extensibility: The entire solution is built on ‘Open Standards’ with a proven architecture style. The application environment can accommodate new business requirements without major changes.
Modularity and Reusability: Solution can support change and add functionality/services to its portfolio over time. Moreover, the software packages/components used in the overall solution are quite modular (e.g.: some CC&B and OBIEE components can even be implemented on an as‐needed basis.)
Fault Tolerance: Solution deployment can be achieved to support high‐availability and load balancing techniques. This will ensure continued service in spite of possible failures in some components that constitute the solutions. Infosys will work with IRWD IT to provide guidance on adequate backup and recovery procedures that will meet the needs of point and time recovery.
Upgradeability and Maintainability: Configuration and customization standard guidelines will be followed to ensure upgradability and maintainability of future releases.
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2. Definitions Throughout this Statement of Work, the following words and expressions shall have the definitions set
forth below.
Acceptance “Acceptance” as used within this Statement of Work is meant as an industry
term and is not a legal conclusion.
As‐Is Business
Process Description
A document that describes the steps, people, and resources involved in
completing specific business activities. The as‐is process documents how the
process is executed in the current Project environment.
Change Order A written instrument prepared and signed by the appropriate representatives of
each party pursuant to Section 8.4 of this Statement of Work, memorializing the
parties’ agreement and terms for amending any completed or uncompleted
Deliverable, any additional Deliverable not provided for in this Statement of
Work, or otherwise materially amending the provisions of this Statement of
Work
Client Refers to Irvine Ranch Water District.
Client Project
Manager(s)
References Client Project Manager(s) and/or Third‐party Project Manager(s)
working in Client’s behalf.
Client Solution
Requirements
The set of documents that contains IRWD functional and technical requirements
to be delivered by Infosys for this solution implementation. These documents
include:
1. IRWD’s RFP for Systems Integration Services to Implement a Comprehensive Oracle Utilities Customer Care and Billing Solution RFP documents are listed in Appendix 3.
2. Additional Requirements added to or clarified by IRWD during the due diligence phase and contract negotiation phase of this procurement effort. These documents provide clarification and additional information on the requirements to be delivered by Infosys under this SOW (see Appendix 2).
3. Additional Requirements as proposed by Infosys within either their original bid or within updated proposal documents during the due diligence and contract negotiation phase. See Appendix 1 for Infosys’ updated proposal documents and Appendix 4 for their initial proposal documents).
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Client Solution
Requirements Matrix
Matrix or wookbook created at the closure of Analysis to capture complete list
of requirements from Client Solution Requirements. The intent is to use this
matrix for requirements traceability.
Co‐Responsibility
Both Client and Infosys share the responsibility for the deliverable.
Cut‐Over The Cutover includes all activities required to prepare the systems for the
transition of testing the new system to production processing with the new
solution. The activities will include ensuring security is set, user profile
established, close‐out of pending data in the legacy system, manual data
conversions if required, rollout of system access to end users and other
automated or manual activities required.
Defect Tracking Tool This is tool/application to be used by the project team to log the defects found
from the review and validation of the deliverables produced throughout the life
of the project. Both IRWD and Infosys (onsite & offshore) will have access to
this tool. The defect tracking tool will be finalized during project initiation.
Final Acceptance or
System Acceptance
The Project is complete when IRWD has accepted all Deliverables and Infosys
has successfully completed all Activities described in this Statement of Work.
IRWD Project Director has reviewed the Project Completion Criteria defined in
this Statement of Work and has been accepted by IRWD. Formal written sign‐
off will be provided to Infosys.
Fixed Price The total cost for implementation services to be paid to the Infosys. These costs
cannot increase as long as the scope corresponds to all of the items in this
Statement of Work.
Go‐Live The introduction of the Solution into IRWD’s Production Environment
Infrastructure, fully operational, made available for use to conduct IRWD’s
business operations and approved/accepted by IRWD as production‐ready via
signature.
Infosys Infosys Limited, also referred to as System Integrator within this SoW.
Integration Test Integration testing includes all items delivered as part of this Statement of
Work. By business process all features and functions, configurations,
modifications, interfaces, reports, custom code developed working together
with all associated reports, screens, transactions, and interfaces, and integrated
with the manual business processes. Integration testing should also test a
variety of scenarios covering different types of customers, accounts, locations,
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user categories, dates, etc. Integration testing is structured in nature and has
expected results. Integration Test is also referred to as System Integration
Testing (SIT).
IRWD Irvine Ranch Water District, also referred to as Client or Customer within this
SoW.
IRWEB IRWD’s existing Customer Web Portal.
Legacy Systems References IRWD systems being replaced.
Mock Cut‐over A mock cut‐over will consist of a test of all activities (automated and manual) to
be completed as part of cut‐over to production process. The mock Go Live is
staged in the similar manner as the pre‐cut‐over steps and procedures including
full data conversions and validation. The purpose of this test is to ensure that
all cut‐over activities have been defined and estimates identified for the time
and resources required implementing them.
Modification Modification is defined as the extension done to CC&B, OUCSS or OBIEE through
custom code.
Organizational
Change Management
The activities, events, processes and procedures that are employed for handling
transformation from one system environment to another. This relates primarily
to the preparation of people and the design of business processes to work
within to the new business environment.
Phase There are 2 terms for Phase within this SOW. 1) the project will be delivered in
2 parts. #1 CC&B/OBIEE and #2 OUCSS. 2) the project delivery tasks are
grouped into Phases: Initiation, Req Analysis, Design, etc.
Process Design The process design is conducted during business process modeling activities and
focuses on conducting business process design work in the context of the
system environment. This design work will address operational and
organizational changes required to implement the proposed solution.
Project Management
Team
The Infosys Project Manager(s), Third‐Party Project Manager( as applicable to
this project) and IRWD Project Manager(s) comprise the Project Management
Team.
Quality Assurance The process of verifying that the proper processes and procedures have been
adhered to on the Project from a methodology as well as Project management
perspective and that the deliverables included the appropriate content and
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meet expectations.
Release Management Release Management Process is the process which will define how the
code/configuration/algorithm changes will be moved from the development
environment to the next stages i.e to ST, SIT, UAT or production environments.
This document will also identify how versioning will be done for each of the
changes and how the changes will be applied on each of these environments
and the persons responsible for the activities.
RFP IRWD’s Request for Proposal: SYSTEMS INTEGRATION SERVICES TO IMPLEMENT
A COMPREHENSIVE ORACLE UTILITIES CUSTOMER CARE AND BILLING SOLUTION
released May 15, 2012.
Severity 1 This classification designates a programmatic or configuration defect that
renders a component of the system unusable or inoperable. This error is a loss
of the capability to perform a function. A workaround does not exist, and
testing that function cannot be performed until the problem has been
corrected. Errors that impact the utilities ability to perform financial reporting,
customer billings and customer facing errors that impact the ability to present
accurate information to their customers or any other core business functions
are automatically classified as a Severity 1.
Severity 2 This classification designates a programmatic or configuration defect that
renders a key component of the system unusable or inoperable. This error is a
loss of the capability to perform an important business function. A workaround
does not exist or the workaround is so difficult that if the system were in
production, this defect would result in a serious impact to the business.
Severity 3 This classification designates a programmatic or configuration defect that has
significant limitation to conform to the documented capabilities to include but
not limited to the application, the application modules, the system and its
features. This limitation stops the user from performing the normal use of the
application; however, a mutually agreed workaround does exist. Testing can
continue to be performed on the module with a workaround. These program or
configuration errors limit the capability of the application or function, but are
cosmetic or minor in nature. There is a practical workaround or the defect does
not impact IRWD’s operation of the application in any significant respect.
Solution The combination of all Oracle software modules, all Third Party Software
modules and all Infosys associated services that must meet the requirements of
this Statement of Work and IRWD Solution Requirements.
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Mock Conversion A Mock Conversion is an execution of the conversion processes and programs
for the entire data set “To Be” converted. All conversion validation is executed
as well as part of the Mock conversion.
Test Plan Document that outlines a strategy or approach for testing. A Project Test Plan
would describe the schedule, platforms, staffing, requirements, tools, testing
stages, and defect tracking for all Project testing. Test plans for specific tests
states detail groups of test scripts to be used and include key set‐up issues,
dependencies, schedules, platforms, data requirements, etc.
Test Script Document that describes what steps and actions are required to test a
particular feature or function. The document also describes the specified
expected results.
Third Party Software Third Party Software includes all modules offered by Infosys as part of the
Solution. Infosys shall be required to contract with and manage the Third Party
Software providers.
“To Be” Business
Process Description
A document that describes the steps, people, and resources involved in
completing specific business activities. The “To Be” process documents how the
process will be executed in the future Solution environment.
User Acceptance Test A final testing step that is the final tests prior to Cut‐over. This test is all
inclusive of the Project scope and all scope items must be completed prior to
the beginning of this test.
Warranty(aka Post go
live support)
Process where production defects pertaining to the Solution are addressed
fixed and migrated to production. Infosys warrants to IRWD that it will provide
the Services and Deliverables in accordance with generally accepted industry
standards and practices. This representation and warranty shall survive for a
period of three (3) months following the “go live” of the Solution, as described
in the SOW.
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3. Performance Criteria
Infosys will conduct performance testing to ensure that the Solution will conform to the performance
standards outlined in Section 3.0 of this Statement of Work. During the Performance Testing portion of
the Project the required performance levels will be measured using manual testing and Infosys will tune
the system to get the optimum response time.
The System will support 120,000 IRWD customers receiving water, wastewater, and other utility
services. The System will support all Client users with no degradation in system performance.
The proposed system will provide an average response time of 1.0* second during business hours. The
nightly batch processing (all needed modules), must execute within an automated scheduler, will be
completed within a four (4) hour window.
If these Performance Criteria are not achieved during the Performance Test a defect will be logged for
Infosys to correct as part of the defect resolution process in Section 8.8.3. Since a performance testing
tool is not being used for the performance testing, it is possible that the average response time of 1.0
second is not met immediately before or after Go Live. By the end of the 90 Day warranty support
period Infosys is expected to correct this to ensure the performance level are met consistently as
defined in the performance testing plan.
*The response times mentioned above are for the database and application server performance. Any
delays due to the network latency and bandwidth will be excluded from the performance criteria. If
problems with network latency and/or bandwidth keep Infosys from being able to meet the
performance criteria, Infosys will provide advice and assistance to IRWD on the possible resolutions for
the network/bandwidth issue. The actual resolution for the network issue will have to be provided by
IRWD to resolve network and bandwidth issues.
The above performance criteria agreed is for CC&B as a standalone application. For OUCSS performance
Infosys and IRWD will mutually develop performance metrics consistent with industry practices together
and take the best available performance metrics as the base for OUCSS.
Statement of Work
© 2012 Infosys Limited Page 34 of 142
4. Recommended Hardware and Sizing
It is IRWD’s responsibility to purchase the recommended configuration (or a configuration of greater
performance capacity) that IRWD, Infosys and hardware manufacturers have agreed upon. Prior to
ordering the servers, IRWD will review server specifications with Infosys to confirm server specifications.
Figures 1, 2 & 3 below show the server configurations recommended for the performance criteria
defined above in section 3.0.*
*It is noted that hardware technology and performance capabilities are constantly improving. IRWD
intends to procure the latest technologies available. Therefore, the hardware sizing and configuration
could be different than that stated below. However, substituted hardware configurations will provide
the same or greater performance capabilities. Mapping of acceptable substitutions can be identified via
the xRef: IBM x86 Sever Reference.
4.1 CC&B Hardware and Sizing
CC&B Dev Environment : The 6 Cores 36 GB RAM servers available in the current IRWD Dev
Environment can be used as CC&B Dev Box. Upgrade the RAM to 64 GB
Existing OBIEE Dev Environment: The existing IRWD OBIEE Dev environment can be used. Upgrade the
server from 2 to 4 Cores for better performance
The DR Setup is recommended as replica of Production. This environment can also be used for testing
(ST, SIT )
Existing OBIEE PROD Environment: The current IRWD PROD environment can be used by upgrading the
Cores to 4 Cores, RAM : 36 GB
Tier Physical Server Servers CPU RAM/
Server(GB)
High
Availability
Environment : Production (CC&B)
App CCB APP 2 2*6 core cpu (2.66 ghz) 48 Weblogic
Cluster
DB CCB DB 2 2*4 core cpu (2.66 ghz) 64 Oracle RAC
Batch CCB Batch 1 2*4 core cpu (2.66 ghz) 32 NA
Environment: DR / Test (CC&B) ‐ The DR environment will also be used for Testing purposes
App CCB APP 2 2*6 core cpu (2.66 ghz) 48 Weblogic
Cluster
DB CCB DB 2 2*4 core cpu (2.66 ghz) 64 Oracle RAC
Environment: Pre‐Production / Staging (CC&B)
Statement of Work
© 2012 Infosys Limited Page 35 of 142
App CCB APP 2 2*6 core cpu (2.66 ghz) 48 Weblogic
Cluster
DB CCB DB 2 2*4 core cpu (2.66 ghz) 64 Oracle RAC
Environment: Development/Demo
IRWD has confirmed the availability of the 6 Cores 36 GB RAM servers available in the current
IRWD Dev Environment. These can be used as CC&B Dev/Demo environments. The RAM has
to be upgraded to 64 GB.
Figure 1: CC&B Hardware Sizing (preliminary estimated specifications)
4.2 OUCSS Hardware and Sizing
The OUCSS Production Database will reside on the CC&B production server. The OUCSS DR database will
reside on the CC&B DR server. The staging environment for OUCSS is optimized to have only 1 physical
server each for APP and DB servers. The physical hardware recommended is IBM Blade server X86
series.
Environment Tier Physical Server
Servers OS CPU RAM Per Server (GB)
High Availability
Production Web/App OUCSS APP 2 Red Hat Linux
2*4 Core CPU (2.93 ghz)
64 Web logic Cluster
Production DB OUCSS DB NA Red Hat Linux
2*4 Core CPU (3.06 ghz)
CC&B Oracle RAC
Staging Web/App OUCSS APP 1 Red Hat Linux
2*4 Core CPU (2.93 ghz)
64 Web logic Cluster
Staging DB OUCSS DB 1 Red Hat Linux
2*4 Core CPU (3.06 ghz)
64 Oracle RAC
DR/Test Web/App OUCSS APP 2 Red Hat Linux
2*4 Core CPU (2.93 ghz)
64 Web logic Cluster
DR/Test DB OUCSS DB Red Hat Linux
2*4 Core CPU (3.0 ghz)
64 Oracle RAC
Statement of Work
© 2012 Infosys Limited Page 36 of 142
Development ALL OUCSS APP/DB
1 Red Hat Linux
2*4 core CPU(2.66 ghz)
48 NA
Tier Physical Server Servers CPU RAM/
Server(GB)
High
Availability
Environment: Production (OUCSS). The Database server for OUCSS will reside on the CC&B
production server.
Web/App OUCSS APP 2 2*4 core cpu(2.93 ghz) 64 Web logic
Cluster
DB OUCSS DB NA Will reside on CC&B
PROD server Oracle RAC
Environment: DR / Test (OUCSS) ‐ The DR environment will also be used for Testing
purposes. The Database server for OUCSS will reside on the CC&B production server.
Web/App OUCSS APP 1 2*4 core cpu(2.93 ghz) 64 Web logic
Cluster
DB OUCSS DB NA Will reside on CC&B DR
server Oracle RAC
Environment: Pre‐Production / Staging (OUCSS)
Web/App OUCSS APP 1 2*4 core cpu(2.93 ghz) 64 Web logic
Cluster
DB OUCSS DB 1 2*4 core cpu(3.06 ghz) 64 Oracle RAC
Environment: Development/Demo (OUCSS)
ALL OUCSS APP / DB 1 2*4 core cpu(2.66 ghz) 48 NA
Figure 2: OUCSS Hardware Sizing (preliminary estimated specifications)
4.3 OBIEE Hardware Sizing
Tier Physical Server Servers CPU RAM/
Server(GB)
High
Availability
Statement of Work
© 2012 Infosys Limited Page 37 of 142
Environment : Production (OBIEE)
The current IRWD PROD environment for OBIEE can be used. The number of cores on this
server needs to be upgraded to 4 Cores and 36 GB RAM for better performance.
Environment: DR / Test (OBIEE) ‐
The DR environment created earlier by IRWD OBIEE instance will also host the DR
environment for OBIEE‐CC&B solution. For the purpose of OBIEE testing, the CC&B DR
environment will be used for installing OBIEE test instance.
Environment: Pre‐Production / Staging (OUCSS)
The Pre‐Production / Staging service of CC&B will also host the OBIEE instance.
Environment: Development/Demo (OUCSS)
The current IRWD Dev environment can be used. Upgrade the server from 2 to 4 Cores for
better performance.
Figure 3: OBIEE Hardware Sizing (estimated specifications)
4.4 DR Infrastructure Setup and Architecture
The operating system proposed for the CC&B and OUCSS environments is Red Hat Linux. The total SAN
requirement for the entire stack consisting of CC&B, OUCSS and OBIEE is 22 TB.
Environment/Component CC&B OUCSS OBIEE Total SAN
Statement of Work
© 2012 Infosys Limited Page 38 of 142
Development 1.5 TB 500 GB 2 TB 4 TB
Testing NA NA NA NA
Pre‐Staging 2.5 TB 500 GB 2 TB 5 TB
Production 3 TB 1 TB 5 TB 9 TB
DR 3 TB 1 TB NA 4 TB
Total 22 TB
The above specifications provided by Infosys are preliminary sizing numbers based on the information
received during the proposal and due diligence phase. Infosys would conduct a detailed sizing exercise
during the execution phase and recommend a firmed up hardware sizing deployment architecture and
the hardware availability recommendations based on the server requirements during various phases of
the project.
4.5 Desktop Configuration
IRWD will procure desktops for the endusers of the solution. Infosys recommends the enduser desktop
configuration meet or exceed the following.
Configuration Processor Memory Monitor
Minimum Pentium IV–2.0 GHz 1024
MB
1024X768**
16‐Bit color
Recommended Pentium IV 3.0+ GHz; any Core2 Duo; or any Athlon X2 2048
MB
1280X1024*
32‐Bit Color
* The Recommended configuration will support better performance of the client.
** To reduce the amount of scrolling required for pages that are longer than 768 or 1024 pixels,
consider placing a monitor into vertical position (with narrow side on the bottom).
Statement of Work
© 2012 Infosys Limited Page 39 of 142
5. Program Scope
5.1 General Scope Overview
The scope of the Project will include implementation of comprehensive CIS Solution consisting of an
integrated suite of software applications from Oracle Corporation (Oracle CC&B, OUCSS and OBIEE) and
other software vendors indicated within this document, including AccuZip, et al. The standard
functionality of these products will be implemented as well as any functionality specifically addressed as
part of the scope identified in this Statement of Work.
The Oracle Solution will assist IRWD in reducing operating costs, optimizing performance, and
streamlining processes. The Oracle Solution flexibility empowers IRWD to modify and maintain the
functionality of the system at a reasonable cost as business requirements change.
Data‐driven decision making through timely, accurate information and ad‐hoc reporting capabilities,
provide the tools to manage Client’s business effectively.
The proposed Solution focuses on configuration rather than customization. As IRWD business needs
change and organization expands, the inherent flexibility of the system supports these changes. Most
configuration changes can be made by the IRWD staff, eliminating the need for external technical
experts and expensive customizations.
5.2 Program Sctructure
5.2.1 Project Organization Structure
The management structure of the Project will consist of team members from IRWD, Infosys and any
third‐party hired by IRWD. The Infosys Project Team members will report to the Infosys Project
Manager (regarding task assignments).
5.2.2 Infosys Staffing
Figure 4 highlights the proposed Infosys and Oracle staffing and reporting structure.
Statement of Work
© 2012 Infosys Limited Page 40 of 142
Infosys Program Manager
Colin Harrison
Infosys Data Conversion Lead
Infosys Functional Consultants
IRWD CIS SMEs
IRWD Business Analysts
Oracle Functional Consultants
Infosys Technical Lead (CCB, OBIEE)
Infosys Technical Architect (CC&B)
Oracle Infra /Tech Consultant
IRWD Technical Analysts
IRWD DBAs
Functional Team Technical Team
IRWD IT Lead Infosys Test LeadIsabel Fang
Infosys Test Analysts
IRWD Test Lead
Testing Team Change Management Team
IRWD Org Change Manager
IRWD Change Agents
Infosys OCM Lead
Oracle Project Manager
Infosys Project Manager
Stan Tunney
Infosys Relationship Manager
Bill Fenstermaker
Infosys Executive Sponsor
Ashiss Kumar Dash
IRWD Project Sponsor
IRWD Project Manager
Infosys CC&B Functional Team
Infosys Data Conversion
TeamInfosys Project Management
Group
Infosys Senior Project ManagerAyyoob Hussain
Infosys Training Developers
Infosys CC&B Technical Team
Infosys DBA
Infosys OBIEE/DWH Technical
Team
Infosys Offshore Team
IRWD Team
Infosys Onsite Team
Infosys Offshore Team
Oracle Team
Infosys Reporting Team
Oracle Conversion Architect
IRWD Test Analysts
Figure 4 : Infosys and Oracle staffing
Project Role Key Resource
Executive Sponsor Ashiss Kumar Dash
Program Manager Colin Harrison
Project Manager Stan Tunney
Offshore Sr. Project Manager Ayyoob Hussain
The final names of resources will be mutually discussed with IRWD and finalized prior to the start of the
program.
5.3 Major Scope Components
5.3.1 Client Solution Requirements
The Client Solution Requirements, in conjunction with this Statement of Work will be used as the basis
Statement of Work
© 2012 Infosys Limited Page 41 of 142
to guide the design, configuration, development, testing and training activities for the solution. Client
Solution Requirement documents will be the key input to the analysis activities. A tracking document
will be generated listing all the requirements defined within the Client Solution Requirements
document. The format will be similar to structure of the Functionality Checklist located in Appendix
A1.2 of the RFP. Requirements listed in the RFP text (and not represented within the Functionality
Checklist) can be added to the Functionality Checklist for tracking purposes. New columns will be added
to the Functionality Checklist to identify if the item was covered during the To‐Be Business Process
Analysis session and which To‐Be Business Process Analysis document it was covered in. The scope of
the requirements covered in the Functionality Checklist is categorized into:
1) Part of Current Base Solution 2) Configuration Required 3) Component Customization ‐ Extensions/Modifications ( includes Interfaces and Reports ) 4) Not provided / Not Needed 5) Manual Workaround
The requirements categorized as ‘Not Provided’/ Not Needed are not priced as part of the scope and are
discussed and agreed with IRWD as part of the Due Diligence sessions. The Client Solution Requirements
are attached in Appendices 1‐4.
5.3.2 Modifications (Extensions)
All modifications have been identified by Infosys and are referenced in Appendices 1‐4 of this
Statement of Work.
5.3.3 Interfaces
Infosys will design, build and test the interfaces described in the table below. This list identifies the
interfaces requiring additional development that will be delivered as part of the project plan. The lists
of standard interfaces are incorporated into the Client Functionality Requirements which is included in
Appendices 1‐4 of this SOW. The direction and content of the interface will be finalized during the
Requirements Analysis phase of the project and documented in the Requirements Traceability Matrix ;
this list is intended to identify all of the known touch points identified by IRWD. The Requirements
Traceability Matrix will detail the specific expected data exchange to be agreed to by IRWD.
Interface Name From To Direction Mechanism
ACH Direct Debit
Payments
CC&B Bank of America Out Bound Secured File Based
ACH EFT
Consumer/Business
Payments
Bank of America CC&B In Bound Secured File Based
Statement of Work
© 2012 Infosys Limited Page 42 of 142
Backflow Assembly CC&B Backflow Test
Tracking System
Out Bound File Based
Bill Images Archive CC&B/ OBIEE Web Docs Out Bound Secured File Based
Bill Print ebill CC&B Check Free Out Bound Secured File Based
Bill Printing CC&B Printer Out Bound Secured File Based
CASS (AccuZip) CC&B CASS Software Two Way File Based/ Point to Point
Conservation/Rebates
Processing
Source CC&B In Bound File Based
Customer Customized
Payments (CCP)
Source CC&B Two Way File Based
Customer Web Portal
(Phase 1)
CC&B IRWEB Two Way File Based + Point to
Point
ebill Registration /
registration
Check Free CC&B In Bound Point to Point
Evapotranspiration
Rates Upload
ET Website CC&B In Bound File Based
GIS Interface CC&B GIS Two Way Point to Point
IVR Balance Enquiry IVR CC&B Two Way Point to Point
Online Payments Check Free CC&B In Bound Point to Point
Oracle AR CC&B EBS Out Bound Secured File Based
OUCSS (Phase 2) OUCSS CC&B Two Way Point to Point
OUCSS‐Fiserv OUCSS Fiserv Two Way Point to Point
Statement of Work
© 2012 Infosys Limited Page 43 of 142
Remittance
Processing – Credit
Card
Bill Matrix CC&B In Bound Secured File Based
Remittance
Processing – Lockbox
US Bank CC&B In Bound Secured File Based
Reporting CC&B BI
Publisher/OBIEE
Out Bound Point to Point
Single Sign On/CC&B Online Portal CC&B/OBIEE Two Way Point to Point
Single Sign On/OUCSS
(This is for internal
customers or IRWD
personnel )
Online Portal OUCSS Two Way Point to Point
Usage Interface ACS CC&B Two Way Secured File Based
Work Orders CC&B EAMS Two Way Point to Point
5.3.4 Data Conversion
Infosys will work with IRWD to design, build, and test the data conversions from the legacy applications
to the CIS Solution. The content of the data conversions will be finalized during the Requirements
Analysis phase of the project and documented in the Requirements Traceability Matrix .
Reconciliation reports will be created to monitor accurate conversion of objects such as accounts,
meters, customers, service points, active balances, and other objects. Reports will also need to be
created to identify records that must be corrected in the legacy system prior to conversion (Data
Cleansing). The specific reports and validation processes will be determined by the Conversion team
during the Requirements Analysis, Design and Build phase, and will be documented in the Conversion
Plan.
The following table summarizes the most important deliverables and responsibilities for a successful
conversion:
Data Conversion Responsibility Matrix:
P – Primary responsibility
S – Supporting role
Statement of Work
© 2012 Infosys Limited Page 44 of 142
Task Infosys Client
Initiate
Lead data conversion effort P
Create data conversion plan P S
Provide list of data that needs to be converted along with major
Oracle application suites tables that will be populated and
applicable valid codes/ranges.
P S
Create legacy data definitions P S
Create and perform standard data extractions from legacy systems P S
Unit test extracted data for validity P S
Automated cleanup of data in legacy systems P S
Manual cleansing of legacy data S P
Extract structure and definition of legacy data, including flat files S P
Clean Data from Legacy Systems
Infosys will be responsible for the data profiling and cleansing activities and will provide clean data to
the Infosys Data Conversion team for migration. If there is any data set requiring manual cleansing,
IRWD will be responsible for manual cleansing on legacy systems before the automated cleansing is
done by Infosys.
IRWD will produce financial reports needed from the legacy system prior to the cut‐over and included as
predecessor tasks in the master project plan. IRWD will provide:
a) Report of total A/R for each customer
b) Standard legacy system trial balance report for each data cut.
The reason for this is to ensure legacy system trial balance report totals match the A/R provided to
Infosys in the data cut.
Infosys Responsibilities
Infosys will provide a Data Conversion Plan that will:
List tasks that will require manual entry (automated conversions may depend on completion of manual conversion).
Establish the number of pre‐install conversions and dates to ensure conversion success.
List supporting documentation needed from IRWD to proof post conversion data, including cutoff dates in conjunction with data cutoff if applicable.
Create a list of data elements to be balanced with each conversion.
Detail the data validation plan.
Statement of Work
© 2012 Infosys Limited Page 45 of 142
Expected completion date for development of conversion programs.
Assign responsibility and expected start and end date of testing process.
Within the data conversion plan, Infosys will develop a list of data elements to balance with each
conversion. Infosys and IRWD will work together to build a mutually agreed upon list based on what is
reasonable and possible in the legacy data and with the conversion process.
5.3.5 Reports
Infosys will deliver the reporting requirements defined within the section 3.1.6 of RFP
The scope of the Reports considered for the solution is provided below:
1. OOTB dashboards and reports from the following modules as given below are considered in
scope .
Oracle Utilities Advanced Spatial Credit & Collection Analytics
Oracle Utilities Advanced Spatial Revenue Analytics
Oracle Utilities Credit & Collection Analytics
Oracle Utilities Revenue Analytics
Oracle Utilities Customer Analytics
2. Approximately 62 Reports from section 3.1.6 of the RFP are considered in scope. The
assumption taken for these 62 reports is 50% of these reports can be met using out of the box
reports/dashboards and 50% of these will require new reports to be developed. However,
IRWD will not be charged for these 62 reports, whether out of the box or new reports to be
developed. We have also assumed that the data for these reports can be created using the
available metadata within OBIEE for the 5 modules (listed above) being implemented. The
reports are listed below:
Accounts Receivable Reports
UB015 ‐ UB closed account list
UB015 ‐ UB delinquent bills
UB038 ‐ Cash Receipts Edit
UB039 – Cash Receipts Update
UB051‐ Write off audit list
UB063 – Month end G/L detail list
UB064 –Month end GL summary list
UB067‐ Write off audit update
UB070 – Month end trust deposits billed/refunded
UB072 ‐ UB number of units and sewer rate code listing
UB072 – Number of Units and sewer rate code list
UB084 ‐ UB Water consumption report by type summary
UB088 – Month end trust deposit amounts
UB123 – Account A/R Balance all books (Auditors request)
Statement of Work
© 2012 Infosys Limited Page 46 of 142
UB143 – Account usage analysis
UB168 – Meter book bill generation log
UB170 ‐ Books to be selected & Misc bills not yet printed
UB191 – Billing Schedule
UB202R01_Accounts by type (includes number of active inactive and occupant
accounts)
UB202 – Monthly meter listing by type
UB254 – Revenue Summary by G/L
UB257 – Customer count statistics
UB371R01_Pumping surcharge report detail
UB371 – Pumping surcharge report summary
Newport North tax assessment Reports
OC001‐ Sewer charges collected through property taxes
OC003 – Newport Account list – address sequence
OC005 – Orange County special assessment report
OC007 ‐ Orange County special assessment reportUB015 ‐ UB closed account list
The Water Resources Reports listed below have been provided by IRWD to provide Infosys additional
detail for the reports in scope including: required data elements, format, query/sort requirements, etc.
Regulation: Water Resources Reports
53_AgFY0809.xls
AccountCOUNTER.dbq
ACFT_0607_rev.xls
ACFT_0708.xls
ACRE0001.xls
Ag_All.xls
All CII Water.xls
Area9Rec_2010QryResults_2.xls
BMP5_Acct#.dbq
BMP5_Acct#.xls
BMP5‐AllocVUsage.xls
BMP9_CII_Use.dbq
BMP9_CII_Use.xls
BMP9_CII_Use(90‐96).dbq
BMP9_CII_Use(90‐96).xls
Copy of IRWD_Historical_water_usage by system and Type_1.xls
Count_FY CSR06‐07.xls
GLR084_20090722.PDF
LandscapeAcreFeetperAcre.dbq
LSAllocVsUsage.DBQ
Statement of Work
© 2012 Infosys Limited Page 47 of 142
NAICS_irwd_commercial_industrial.xlsx
RatesRevenue0809.xls
Reclaim Water.dbq
Reclaimed Use.GWI
RecycledWaterAccountsWbackflow.dbq
RW_Usage0506.xls
SAC_AgFY9900.xls
Total_Rec_Water_Per_Month.dbq
UB084R‐1 0809.PDF
UB084R‐1 0809.xlsx
WATER020.xls
WaterVarianceReport.pdf
WTRFL89thru04.pdf
WTRFLCONSOL10.xls
5.3.5.1 Reports Required by Regulation: Water Resources
1. Urban Water Management Plan and SBx7‐7 Reporting
Data output requirements from BI (Business Intelligence) include:
Water supplies (own supplies and imports) into the system by water type/source on a monthly and fiscal year basis
Water exports by water type on a monthly and fiscal year basis
Annual deliveries by customer type and water type – fiscal year basis
Ability to identify urban from ag customers and any associated usage
# of accounts by customer type by fiscal year
All of above data on historical basis back to at least 1990
Ability to maintain/identify data by areas IRWD consolidated with (LAWD, SAH, Santiago, OPA)
2. California Urban Water Conservation Council BMP Reporting Requirements
Capability to provide the following information from BI. All data is by fiscal year:
Number of metered accounts
Number of multi‐family units served (may have multiple units on one account)
Number of metered accounts read
Number of metered accounts billed by volume of use
Number of unbilled accounts by customer type and volume of use
Number of estimated reads by type of customer versus actual reads
Number of commercial, industrial and institutional accounts with mixed use meters (indoor and outdoor use on the same meter). Note – we don’t have this capability with the current system, and have to estimate, but hope to address it in CC&B.
Number of mixed use accounts retrofitted with dedicated irrigation meters during the reporting period (fiscal year)
Annual revenue from volumetric charges by customer class
Annual revenue from fixed charges (meter service fees) by customer class
Annual revenue for sewer service by customer class
Statement of Work
© 2012 Infosys Limited Page 48 of 142
Annual revenue for sewer service for commodity charges
Number of on‐site customer assistance for leak detection (i.e. survey, water efficiency suggestions and/or inspections
Number of showerheads and faucet aerators provided
Number of dedicated irrigation accounts with water budgets (allocation‐based billing)
Acreage with assigned water budgets
Average ET for dedicated irrigation budgets
Number and type of devices rebated/financial incentives provided (from the conservation rebate database)
3. Recycled Water ‐ Regional Board Annual Reporting
Ability to query through BI to produce annual reporting with the following data for accounts
served with recycled water on a fiscal year basis:
Report by Pressure Zone
Account number
Customer name on account
Customer Type/ Water Type Served
Service Address
Service Village
Pressure Zone (ability to specify). Would like capability to link this to GIS.
Monthly usage
Report of On‐Site Contact
Account number
Name on account
Customer contact name
Service address
Phone number
Emergency contact name
Emergency contact phone number
Fax number
Property Management company name
Property Management contact name
Property Management contact phone number
Site annual usage (fiscal year basis)
5.3.5.2 Reports for processing Newport North tax assessment data:
Sewer charges collected through property taxes
Newport Account list – address sequence
Orange County special assessment report
5.3.5.3 Accounts Receivable Reports
Cash Receipts Edit
Cash Receipts Update
Billing Schedule
Statement of Work
© 2012 Infosys Limited Page 49 of 142
Books to be selected & Misc bills not yet printed
Meter book bill generation log
UB Water consumption report by type summary
UB number of units and sewer rate code listing
UB delinquent bills
UB closed account list
Write off audit list
Write off audit update
Month end GL summary list
Account A/R Balance all books (Auditors request)
Pumping surcharge report summary
Account usage analysis
Revenue Summary by G/L
Month end G/L detail list
Monthly meter listing by type
Customer count statistics
Month end trust deposits billed/refunded
Month end trust deposit amounts
Number of Units and sewer rate code list
5.3.5.4 Conservation Program Reports
ET weekly allocation information.
Average daily use and at least 5‐ year historical use. This is used for individual customer trend analyses, as well as pulling data for broader research studies.
Customers sorted by over‐allocation use, by account type and month (user defined).
Access/view CII base index, with ability to have different monthly values
Quarterly and historical views of over‐allocation use by account
Irrigation accounts also include info for property manager and landscape contractor
Customer history with graph (3‐year report, excel)
Property Manager Report. Includes contact information and landscape contractor information.
Landscape measurements report. Historical usage reports.
Additional new Reports required other than these 62 reports will be considered as a new
requirement and will follow the formal change order process mutually agreed between Infosys
and IRWD.
Requirements classified as reports in Client Solution Requirements (Appendices 1‐4 of this SOW)
are included in scope
Statement of Work
© 2012 Infosys Limited Page 50 of 142
6. Implementation Approach
6.1 General Description
The Project will use Infosys’s general implementation methodology. This Statement of Work explains
key items that are considered critical to a successful implementation.
It is understood and agreed by both parties that all services shall be performed in accordance with the
terms of the Professional Services Agreement and this SOW. Deliverables shall be subject to inspection
and approval by IRWD according to the Acceptance Criteria and Procedures described herein.
6.2 High Level Schedule
This chart represents the major activities and the planned timeline for those activities. As shown from
the plan below, the program is being delivered in 2 Phases over approximately 26 months.
Phase 1: CC&B and Reporting using OBIEE along with the current IRWD Customer web portal integrated
with CC&B
Phase 2: OUCSS implementation along with integration with CC&B
Month 1 - 1 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M13 M14 M15 M16 M17 M18 M19 M20 M21 M22 M23 M24 M25 M26 M27 M28
Build
Warranty Support
Contract Sign Off
Phase 1 Go Live
ST+ SIT
UAT
Design
TrainingTraining Doc Prep
CRP1 CRP2
Delivery of Functional
Design
SIT Test Case Prep
ST Env available SIT Env Dev + Demo Env Available
Req Analysis
Scope
MigratedDatafor SIT Testing
UAT Env available
Parallel
UAT
OUCSS ST+
OUCSS Build
Requirements + Design
Phase 2 Go Live
Warranty
ST Test Case Prep
6.3 Project Phase Definitions
1. Project Management and Project Governance
Project Management activities are ongoing throughout the Project. These activities are related
to all Project delivery phases described below. The process of updating the Project Schedule,
creating status reports, participating in steering committee meetings and providing generally
accepted Project Management services throughout the Project.
2. Initiation
The Initiation phase is the first Project phase, includes Project start up activities, and defines the
process of formulation and articulation of business and technology strategies for each work
Statement of Work
© 2012 Infosys Limited Page 51 of 142
stream. This phase also defines the detailed schedule for the business process workshops and
conducts the bootcamp trainings for the IRWD key stakeholders participating in the workshops.
3. Business Process Analysis
This phase defines the detailed requirements for the solution to be implemented. Functional
workshops are conducted with the business users for each business process and a To‐Be
business process document is created using the Industry best practices and the Utility
Reference Model applicable for the business process.
4. Analysis – Functional Specification development
The phase of the Project in which Functional Specifications are created for each business
process and test plans and customize test scenarios are developed for functional, integration,
and user acceptance testing.
5. Design – Technical Specifications Documentation
The phase of the project in which the technical specifications are created for the Extensions,
Interfaces and Reports. This phase also creates the configuration documents for the final
configurations to be done on the end product.
6. Configuration and Development
The phase of the project in which the configuration and development (extensions, interfaces,
reports) activities are completed.
7. Data Conversion
All aspects of conversion design, development and execution.
8. Test Planning
The phase of the project where the validation and testing activities to be conducted throughout
the project are planned and strategies defined and agreed with IRWD for the execution of the
test plans. This phase delivers the test plan, test strategy documents and the functional test
scripts.
9. Test Execution
This phase includes the execution of functional, integration ,user acceptance testing,
Performance testing and Parallel Testing.
10. Deployment (also known as Cut Over and Go Live)
Deployment migrates the organization to the defined business solution. It includes activities
used to transition business process, and technology solution elements to meet the defined
enterprise value.
11. Post Implementation Support(also known as Warranty Support)
Maintains and operates the Oracle Solution as developed in earlier phases. The key objective is
to provide effective operations of both business and technical solutions within clearly defined
Statement of Work
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parameters. The Operate phase addresses Project activities that are performed after the Oracle
Solution has been implemented, specifically post implementation support.
6.4 Project Management & Project Governance
These are recurring activities and deliverables that occur weekly and monthly throughout the phases of
the Project. The Infosys and IRWD Project Managers shall be responsible for the planning and execution
of the project. The Project Managers will jointly be responsible for project management activities
throughout the project, and the delivery of change management as well as project communications. The
Project Managers overall management objective will be to quickly establish an effective project office
leveraging established Infosys methods, templates and tools.
The Project Team includes staff from IRWD’s Project Sponsors, Organization’s Project Owners,
Organization’s Project Manager, and Infosys’s Project Manager. See section 8.0 for more on Project
Management.
6.4.1 Activity – Project Activity Management
SR# Parameter Activities
1 Overview Infosys is responsible for the overall project schedule and the
management of the Infosys team members and sub‐contractors. The
Infosys Project Manager directs activities and deliverables for which
Infosys is responsible under this SOW.
The IRWD Project Manager is responsible for the management of
IRWD’s project activities. The IRWD Project Manager is responsible for
working with the Infosys Project Manager to coordinate activities and
deliverables that are the responsibility of IRWD. In addition, the IRWD
Project Manager is responsible for ensuring the quality and timeliness
of activities and deliverables of IRWD staff and sub‐contractors.
2 Entry Criteria NA
3 Deliverables Team and Project managed to the following items. These items must
be updated frequently.
Project Plan/Schedule
Deliverables Plan
Resource Plan
Quality Plan
Risk Plan
Issue Resolution Plan
Change Request Management Process
Statement of Work
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Project Documentation Management Plan
Communication Plan
4 Exit Criteria NA
6.4.2 Activity – Status Reporting
SR# Parameter Activities
1 Overview Infosys, with assistance from IRWD, is responsible for the
development of the status reporting process for the Project. There
are multiple reports required as defined in the Section 8.6.1 Project
Management Reports of this document. There are weekly activities,
reports and monthly activities and reports required for this activity
and deliverable.
2 Entry Criteria NA
3 Deliverables Project Management Reporting (Starting from project start and
Continuing Through the Last Month of Post Implementation Support)
Weekly Status Reports
Monthly Status Reports
Weekly Project Team Meetings
Steering Committee Meetings
4 Exit Criteria NA
6.4.3 Activity – Project Tracking
SR# Parameter Activities
1 Overview Infosys and IRWD will document all tracking components, based on
the Project schedule, in the Project tracking tool to facilitate Project
tracking. Infosys will use its internal project management/tracking
tools to ensure the project is on schedule. Project status reports can
be provided to IRWD regularly as agreed in the SOW. Infosys will be
able to provide the necessary information/data required by IRWD to
Statement of Work
© 2012 Infosys Limited Page 54 of 142
manage IRWD contribution. Infosys and IRWD resources will gather
data, update lists, configure tool settings and deliverable metrics, load
resources, and other activities to set‐up the project tracking tools.
2 Entry Criteria NA
3 Deliverables Weekly Project Status Reports
4 Completion
Criteria
NA
6.4.4 Activity – Financial and Administration Management
SR# Parameter Activities
1 Overview The IRWD Project Manager and Infosys Project Manager are
responsible for managing the financial aspects of the project. The
items or activities listed below, as appropriate to their organizations
and team members.
• Invoices & Payment Authorizations
• Time reporting
• Vacation planning
• Absence planning
• Payment Schedule
• Scope/change control
2 Entry Criteria NA
3 Deliverables NA
4 Completion
Criteria
NA
Statement of Work
© 2012 Infosys Limited Page 55 of 142
6.5 Pre‐Initiation Phase
The Pre‐Initiation phase is the period when the some of the pre‐requisite activities required to start the
project are completed for the project to kick off. As part of this phase, the IRWD and Infosys contract is
completed, the Infosys and Oracle contract is completed and the project teams identified for the
initiation phase are mobilized.
6.5.1 Activity – Contract Completion and Mobilization
SR# Parameter Activities
1 Overview Infosys and IRWD have completed and signed contracts services as
required to support the work defined in this SOW. Infosys will
complete the contract completion activitities with Oracle for them to
onboard the resources. As part of this activity Infosys will also have
mobilized initial project team and would begun project preparations
onsite.
2 Entry Criteria
3 Deliverables Executed Infosys contract, executed Oracle contract, mobilized team on‐site, Pre‐Initiation Engagement Checklist, workshop preparations complete
4 Completion
Criteria
Infosys and Oracle onsite Resources mobilized and have begun project
preparations onsite.
6.6 Initiation Phase
The Initiation phase is the initial period when the project organization is setup and information gathered
to allow for the finalization of the Project Plan that clearly defines the timeline of the project. During
the initial project plan preparation, IRWD and Infosys teams are formed and the resources scheduled to
ensure that there are no resource conflicts.
The Project Governance model will be defined during the project initiation phase as described below in
Section 6.6.1. Project‐guiding documents are created during the Initiation Phase. These will include:
Develop the Project Charter;
Establish a Project Team;
Establish the Project Team and reporting relationships;
Define the Quality and Risk Management Plans;
Establish the Business Process Change Process;
Establish and Adopt the Change Control Process;
Establish Readiness Criteria for Cutover;
Statement of Work
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Define the Communication Plan;
Finalize the Project Plan;
Develop Initial System Infrastructure Plan.
System Overview training (Bootcamp) will be conducted for IRWD Team in order to familiarize them with the System’s functionality as a basis for the Discovery sessions which will take place in the next phase.
6.6.1 Activity – Construct Initial Project Documents
SR# Parameter Activities
1 Overview Infosys will develop the Project Charter with IRWD. The Project
Charter will define mission, scope, major deliverables, high level
Project schedule, metrics (calculation and definitions), issue and risk
management procedure, high‐level landscape (environments), and
organizational chart, roles and responsibilities and Project
management. The Project team will conduct Kick Off Meetings for
both onshore and offshore project teams. Following agenda will be
covered:
The Organization of the Joint Project Team
The Reporting Structure
Project Timeline, Plan overview
Resources, roles and responsibilities for Infosys and IRWD
Key Project Milestones
Critical Success Factors
Project Charter
2 Entry Criteria Contract has been signed.
3 Deliverables Project Management Plan (Covering the above agenda items)
Finalized Project Plan (baseline plan)
Project Charter
Established Project Team;
Project Team reporting relationships (i.e. project Organization Chart);
Quality and Risk Management Plans
Business Process Change Process
Change Request Control Process
Readiness Criteria for Cutover
Communication Plan
Initial System Infrastructure Plan (Demo, Development environment )
Statement of Work
© 2012 Infosys Limited Page 57 of 142
IPM+ Plan (Infosys Offshore Project Management Tool for Project tracking)
Configuration Management (CM) Plan
Knowledge Management (KM) Plan
Defect Prevention Plan (Infosys Internal Deliverable)
Analysis Workshop Plan
4 Completion
Criteria
Kick Off Meeting conducted including both onsite and offshore
(including participation by IRWD and on‐site project team leadership).
All deliverables reviewed and signed off by IRWD.
6.6.2 Activity – Develop Detailed Project Work Schedule
Infosys, with IRWD’s assistance, will develop a detailed Project Schedule in Microsoft Project. Infosys is
responsible for this deliverable, with IRWD’s assistance. This is the Project Schedule that is revised and
approved by IRWD, and represents the starting point for the Project.
SR# Parameter Activities
1 Overview This schedule will outline all tasks to complete the overall Project and
have resources from Infosys and IRWD assigned and properly
allocated based on the resources availability. Future deliverables, such
as functional specifications, technical specifications, code
developments, system test and training execution will be further
detailed as the Project progresses since information needed is not
completely available at this point. Work activities planned for the
next (rolling) ninety days will be detailed as accurately as possible.
2 Entry Criteria NA
3 Deliverables Detailed Project Schedule (MPP)
4 Completion
Criteria
The Project schedule will be updated throughout the Project with
additional details and completion information. If there is an approved
scope change, the Project Schedule will be updated to reflect that
change. The project plan can be re‐base‐lined upon approval from
IRWD.
Statement of Work
© 2012 Infosys Limited Page 58 of 142
6.6.3 Activity – Install & Setup Project Tracking Tools
This activity is the set‐up of the Project Tracking Tools.
SR# Parameter Activities
1 Overview Infosys and IRWD will document all tracking components, based on
the Project schedule, in the Project tracking tool to facilitate Project
tracking. Infosys will use its internal project management/tracking
tools to ensure the project is on schedule. Project status reports can
be provided to IRWD regularly as agreed in the SOW. Infosys will be
able to provide the necessary information/data required by IRWD to
manage IRWD contribution. Infosys and IRWD resources will gather
data, update lists, configure tool settings and deliverable metrics, load
resources, and other activities to set‐up the project tracking tools.
2 Entry Criteria NA
3 Deliverables Installed Project Tracking Tools
Following tools will be used for the project tracking:
Issue Tracker – xls template ‐ TBD
Risk Management Tool ‐ TBD
Defect Tracker ‐ TBD
MS Project
IPM+ (Infosys Internal tool for Integrated Project Management)
4 Completion
Criteria
IRWD and Infosys Provided Project Tracking Tool is usable by Project
team members and training has been provided
6.6.4 Activity – Plan for the Core Team Training Infrastructure
SR# Parameter Activities
1 Overview The purpose of this activity is to allow IRWD infrastructure staff to
plan the installation of Project and system deployment infrastructure
specific to the needs for the Core Team training. IRWD will plan the
Statement of Work
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deployment of server hardware and related infrastructure based on
infrastructure requirements provided by Infosys, sized to meet the
needs for Core team training. This includes operating system,
databases, application servers, and settings.
2 Entry Criteria NA
3 Deliverables System Infrastructure Plan for Core Team training
4 Completion
Criteria
Approval of plan by Project Managers and IRWD IT Infrastructure
Manager.
6.6.5 Activity – Plan for the Project Infrastructure
The purpose of this activity is to allow IRWD infrastructure staff to plan the installation of Project and
system deployment infrastructure in accordance with the preliminary Project Plan.
SR# Parameter Activities
1 Overview IRWD will plan the deployment of server hardware and related
infrastructure based on revised hardware configuration requirements
provided by Infosys, sized to meet Performance Criteria stated in
Section 3.0.The Project Plan will specify timing of various servers
(project multi‐instance vs. production use) and provision of data
center resources (space, power, UPS, cooling, etc.).
Except for hardware configuration changes identified by Infosys at the
completion of the Testing Execution and Training phases, IRWD and
Infosys will agree to restrict changes to the infrastructure used to
support the Project and planned for production deployment. The basis
for the infrastructure will be the description given by Infosys and
detailed in Section 4.0 of this Statement of Work. Any changes to this
configuration will use the Change Order process when changes are
unavoidable (or as recommended by Infosys to meet the Performance
Criteria), and have to be agreed upon by both Infosys and IRWD.
2 Entry Criteria NA
3 Deliverables Project and Deployment Infrastructure Plan
4 Completion
Criteria
Approval of plan by Project Managers and Client IT Infrastructure
Manager.
Statement of Work
© 2012 Infosys Limited Page 60 of 142
6.6.6 Activity – Establish Initial Project Infrastructure
The purpose of this activity is to install the technology infrastructure required to support the Project.
SR# Activity Activities
1 Overview IRWD will acquire, install and configure IRWD, networking, server and
peripheral technology required to support the project Scope,
Requirements Analysis, Design and Build Phases. Additional
technology will be acquired, installed and configured as defined within
the Project Infrastructure Plan.
This includes, but is not limited to, the Project multi‐instance server
hardware, database, reporting and operating system software.
2 Entry Criteria Completion of the Project Infrastructure Plan
3 Deliverables Project Infrastructure, acquired, installed and configured
4 Completion
Criteria
IRWD shall notify Infosys when the Project Infrastructure is in place
and verified.
6.6.7 Activity – Install Solution
The purpose of this activity is to install the technology infrastructure required to support the Project.
SR# Activity Activities
1 Overview Infosys shall install all products (out of the box installation) of the
Solution (as described in Section 1.7 of this Statement of Work) and all
tools required for all project activities: i.e. training, analysis, design,
build, etc. at IRWD site. Infosys will conduct the appropriate testing to
demonstrate that the software and associated databases were
properly installed, configured, set up, operational and ready for
Project use. IRWD technical staff will shadow the installation process
for the development and demo environment. Further training
requirements for IRWD resources will be reviewed and recommended
with IRWD. For Phase 1, Infosys shall install the instances for
development, training, Testing phases (i.e. Development/Demo and
DR/Test environments). However the Pre‐prod/Staging and
Production instances shall be built by the IRWD IT team with support
from Infosys. For Phase 2, Infosys shall install the instances for
Statement of Work
© 2012 Infosys Limited Page 61 of 142
Development/Demo and DR/Test. IRWD will install Pre‐
production/Staging and Production environments with support from
Infosys.
Infosys will provide an installation checklist, which is a list of all
software installation and activities that demonstrate and confirm that
the software components are installed correctly.
Infosys will document the deployment process so that IRWD can
prepare the instances for Pre‐prod/Staging and Production
environments.
2 Entry Criteria Completion of installation of server hardware and system software to
operate the initial installation of the Solution.
3 Deliverables Installation Checklist
Installed Solution Environments (Development/Demo and DR/Test environments)
o CC&B, OBIEE o AccuZip o DBs
Installed Project Tools
Other Project Tracking Tool listed above.
Completed Testing of installed environments.
4 Completion
Criteria
Infosys has demonstrated, to Client’s satisfaction that the Solution can
perform basic functions using test or sample data, excluding any
function requiring an interface or additional configuration beyond that
provided by the standard install.
6.6.8 Activity – Conduct Bootcamp Training Sessions
The purpose of this activity is to install the technology infrastructure required to support the Project.
SR# Activity Activities
1 Overview This activity is the system overview training (Bootcamp) to be
conducted for IRWD Team in order to familiarize them with the CC&B
System’s functionality as a basis for the Functional Workshop sessions
which will take place in the next phase. Infosys will develop and
conduct bootcamp training for IRWD’s core project team.
2 Entry Criteria Installation of Demo environment
Statement of Work
© 2012 Infosys Limited Page 62 of 142
Bootcamp training plan and materials available
3 Deliverables Bootcamp training
Training material for project team.
4 Completion
Criteria
IRWD project team has received bootcamp training.
6.7 Business Process Analysis Phase
The purpose of the Analysis Phase is to clarify detailed requirements for the various aspects of the
solution implementation. Workshops and meetings are conducted to define the functional
specifications as they relate to the solution The following activities will be undertaken during the
analysis phase of the project:
6.7.1 Activity – Conduct Business Process Analysis Workshops
The purpose of this activity is the matching of IRWD’s business requirements in the Client Solution
Requirements to capabilities of Solution by conducting facilitated workshops. The duration of these
sessions will be decided based on the detailed planning exercise to be done in the initiation phase of the
project.
SR# Activity Activities
1 Overview In these workshops, IRWD and Infosys will:
Confirm all the assumptions made by both IRWD and Infosys
Demonstrate alternative ways of meeting the requirements, particularly taking advantage of the system's flexibility via application configuration
Identify details needed to finalize the functional design of interfaces, modification, letters, reports and any other code changes required
Confirm how the Solution will address each requirement from the IRWD Functional Matrix and any new requirement identified
Document all decisions and validations
Formalize the concurrence and approval by IRWD
2 Entry Criteria Analysis Workshop Plan
Client Solution Requirements available
Change Control Plan available
Demo Environment Available for use
Boot Camp training sessions completed
3 Deliverables To‐Be Process Document Per Process/Module
Functional Requirements Mapping Document
Modification Requirements Document
Statement of Work
© 2012 Infosys Limited Page 63 of 142
Interface Requirements Document
4 Completion
Criteria
Signed Off Functional Requirements Mapping Document by IRWD
Signed off Modification requirements by IRWD
Signed off Interface requirements by IRWD
Signed off To‐Be Process Documents By IRWD
Infosys will lead Analysis Workshop sessions involving appropriate IRWD business process experts in
order to create documentation that will be used to provide input to the configuration design of the
System.
IRWD will provide functionally knowledgeable Leads, with sufficient expertise to complete their tasks.
These Functional Leads will be available as needed throughout workshop and configuration activities
and will be given the authority to make decisions related to their area of expertise. IRWD will provide
business process documentation (if available), samples of screens, reports, letters, bills, etc. to help
support the workshops as appropriate.
During the workshops, Infosys will offer suggested process alternatives, intended to maximize the use of
the functionality of the standard Solution while addressing the objectives of IRWD, but avoiding custom
development wherever reasonable. IRWD will review the suggestions and decide at its reasonable
discretion whether the changes are acceptable.
Infosys will develop complete documentation around all decisions. Workshops will be conducted for
each of the following process areas as an example:
Account, Customer & Location Management (Establish Person/Account, Start/Stop premise,
Manage deposit, Manage Budget, Manage Loan, True Up Budget, Review Deposits etc )
Usage Management,
Billing Management
Financial Management
Credit & Collections Management etc
Infosys will conduct the workshops on the following guidelines:
Defining solutions for the desired state of the business rather than directly mapping to current
needs and current practices
Address critical business processes identified before seeking resolution on minor business
processes
Optimize efficiency by reducing process cycle time
Use standard (baseline) system features, functions, and reports whenever possible
Identify and propose work‐arounds employing baseline functionality before designing and
building a custom solution requiring an extension. IRWD approval of all work‐arounds is
required.
Statement of Work
© 2012 Infosys Limited Page 64 of 142
When multiple options are available, IRWD will choose the option that supports company goals
or broad business areas rather than the option, which satisfies the needs of a single department
or user
6.7.2 Activity – Develop Individual To‐Be Business Processes
This activity will produce the To‐Be Business Process document based on the Individual Functional
Workshop conducted during the Analysis phase.
SR# Activity Activities
1 Overview Following will be the output in the to‐be business process document:
1) To‐Be Business Process Flow Diagram 2) Detail of the workings of
the business process, including manual and automated activities 3)
Business process name, activities, responsible team, responsible role,
activity dependencies, constraints, software module required, key
decision points, high level software configurations required to set‐up
the activity/process, highlight major differences with the existing As‐Is
process, impacted reports, modifications, interfaces, and relationship
to the Statement of Work, and Client Functional Requirements list.
IRWD will support Infosys mapping effort to the software modules and
IRWD Functional Requirements List and Business Process Analysis
document.
2 Entry Criteria Boot Camp Trainings Completed
Completion of applicable Business Process Analysis workshops
3 Deliverables To‐Be Business Process Flow Diagrams
To Be Business Process Analysis Documents, Final Listing Of RICE elements for the individual To‐Be Process
4 Completion
Criteria
Detailed To‐Be Business Process documents to be signed off by IRWD
6.7.3 Activity – Develop Final Business Process Document Catalog
Following the completion of all the Business Process Analysis workshops, Infosys will document all
mutually agreed to decisions made during the sessions in the Business Process document. The purpose
of this activity is to define how IRWD’s original functional requirements in IRWD Client Solution
Requirements, in Appendices 1‐4, are being met in the new Solution and how IRWD’s current business
processes will be transitioned with the new Solution.
SR# Activity Activities
Statement of Work
© 2012 Infosys Limited Page 65 of 142
1 Overview Creation of the Business Process Analysis document containing results
of all workshops. The Business Process Analysis documents will outline
all components that will be included in the Project going forward, and
is a summary of the decisions made in the Business Process Analysis
workshops. All requirements reviewed in Business Process Analysis
workshops will be documented (by area) for IRWD. During IRWD's
review of the draft Business Process Analysis documents, responsible
persons for each area from IRWD will have opportunity to review each
requirement and evaluate how Infosys recommends addressing each
requirement. End result for each requirement will be an "accepted"
by IRWD or removal as "deferred". IRWD is responsible for obtaining
internal approvals of the Business Process Analysis document in
accordance with the Deliverable Acceptance Process (see Table,
Section 8.8.2). If additional time is needed, the parties will address
changes to the services performed or additional time through the
Change Order process set forth in Section 8.4 of this Statement of
Work.
2 Entry Criteria Completion of Business Process Analysis Workshops
3 Deliverables TOC document listing all the To‐Be Business Process documents ( with Hyperlinks to the Individual documents)
Creation and completion of Client Solution Requirements Matrix
4 Completion
Criteria
Detailed To‐Be Business Process documents to be signed off by IRWD
6.8 Analysis Phase – FS Documentation
The purpose of the Analysis Phase is to further clarify detailed requirements for the various aspects of
the solution implementation. Additional workshops and meetings are conducted to define the
functional specifications as they relate to the solution The following activities will be undertaken during
the analysis phase of the project:
6.8.1 Activity – Develop Functional Specifications for Extensions
SR# Activity Description
1 Overview During this activity, Infosys will develop Functional Specifications
Document for the Extensions as defined in the To‐Be Business Process
Statement of Work
© 2012 Infosys Limited Page 66 of 142
Analysis document. These specifications will be based upon the
information obtained during the Business Process Analysis workshops
and supplemented with information provided by IRWD staff during
this activity.
2 Entry Criteria Completion of Business Process Analysis workshops
Acceptance of To‐Be Business Process Analysis document
3 Deliverables Functional Specifications Document for each Process Area
4 Completion
Criteria
Functional Specifications Document approved by Client in accordance with Acceptance Criteria established in this Statement of Work.
6.8.2 Activity – Develop Functional Specifications for Interfaces
SR# Activity Description
1 Overview During this activity, Infosys will develop Functional Specifications
Document for the Interfaces as identified in the Business Process
Analysis document. These specifications will be based upon the
information obtained during the Business Process Analysis workshops
and supplemented with information provided by IRWD staff during
this activity.
2 Entry Criteria Completion of Business Process Analysis workshops
Acceptance of Business Process Analysis document
3 Deliverables Interface Specifications Document for each Interface
4 Completion
Criteria
Interface Specifications Document approved by Client in accordance with Acceptance Criteria established in this Statement of Work.
6.8.3 Activity – Develop Functional Specifications for Reports
This activity will focus on developing the functional specification for the reports in scope for this
Statement of Work. IRWD will provide a catalog of all the reports specified in the RFP document with
the format and sample report from existing system which will be called as the Initial Master Report
Catalog.
SR# Activity Description
Statement of Work
© 2012 Infosys Limited Page 67 of 142
1 Overview During this phase, Infosys will develop a report functional specification
for each of the reports, portals and letters for which they are
responsible. These specifications will be based upon the information
obtained during the Business Process Analysis workshops and
supplemented with information provided by IRWD staff during this
activity.
Infosys and IRWD will develop Report Specifications for each Modified
Report Output Object (Printed Forms such as Bill Print Formats
Business Reports, System Generated Letters and Query Portals). Each
developed report will contain a Report Specification. The Report
Specification will have two primary sections 1) Functional Design and
2) Technical Design. The Report Specifications will, at a minimum,
contain: Report Name, General Description, Description of the
Departments that use the report, Report Owner, Data Fields and
Definitions needed for the Report, Mathematical Calculations for the
Report when applicable, Sorting, Filtering and any other items
deemed necessary by IRWD. Test Case(s) will be developed for each
Report as part of the report functional specification.
2 Entry Criteria Completion of Business Process Analysis workshops
Initial Master Report Catalog (Report Analysis Spreadsheet)
3 Deliverables Report Specifications Document
4 Completion
Criteria
Report Specifications approved by IRWD in accordance with Acceptance Criteria established in this Statement of Work.
6.9 Design Phase – TS Documentation
The purpose of the Design Phase is to develop technical specifications for the functional requirements
identified in the functional design.
6.9.1 Activity – Develop Solution Configuration Document
This activity will focus on developing the Solution Configuration Document
SR# Activity Description
Statement of Work
© 2012 Infosys Limited Page 68 of 142
1 Overview The purpose of this activity is to design the configuration settings for
CC&B according to the solution agreed during the functional
workshops. , Configuration will be driven by decisions documented
during the Business Process Analysis workshops.
Infosys will deliver a Configuration Document that includes the most
updated configuration information related to the Solution. The
Solution Configuration Document will be a consolidated xls with
separate worksheets for all modules like Account, Customer and
Location management, Usage, Rates, Billing, Credit & Collections,
Conservation & Rebates etc. The Solution Configuration Document
developed at this stage will be a living document and will get updated
till the end of configuration and build phase of the project.
2 Entry Criteria Completion of the Business Process Analysis workshops
Completion of the Analysis Phase of the project
3 Deliverables First Version of Solution Configuration Document
4 Completion
Criteria
The Solution Configuration Document is delivered to IRWD and the
Document is approved in accordance with Acceptance Criteria
established in this Statement of Work.
6.9.2 Activity – Develop Technical Specifications for Extensions, Interfaces, Reports
This activity will focus on developing the Technical specification for the Extensions, interfaces and
reports in scope for this Statement of Work.
SR# Activity Description
1 Overview Infosys will document Technical Specifications for each Extension,
Interface & Report. The Interface Technical Specifications will define
the behavior of the Interfaces involved in the Solution. For the
Interfacing systems, IRWD will assist Infosys by providing available
information about the external systems and the integration approach.
IRWD will be responsible for coordination of Third Party (Interface
Firms, etc.) resource activities, if necessary, for the development of
interfaces.
Infosys and IRWD will mutually agree to the usage of the IRWD’s
internal standards for using the Web Services and the associated
technologies and methodologies for these tools (naming conventions
Statement of Work
© 2012 Infosys Limited Page 69 of 142
etc.) during the Project initiation phase.
2 Entry Criteria As each Functional Specification is approved and signed off, it is assigned to an Infosys developer, who begins work on the corresponding Technical Specifications, or to a IRWD developer, in the case of interface processing for which IRWD has agreed to be responsible.
3 Deliverables Individual Technical Specifications developed for for Extensions, Interfaces and Reports
4 Completion
Criteria
Delivery of the Infosys and IRWD Technical Specifications for each Extension, Interfaces and Reports
6.10 Configuration & Development
The purpose of the Configuration and Development Phase is to build the configurations, development of
extensions , interfaces and Reports.
6.10.1 Activity – Develop Solution Configuration This activity will focus on configuring the Oracle Solution as per the solution configuration document
signed off by IRWD.
SR# Activity Description
1 Overview The purpose of this activity is to enter configuration settings into, and
perform initial configuration test of, the Solution. Configuration will be
driven by decisions documented during the Business Process Analysis
workshops.
Infosys will lead and manage the configuration activities, with
participation and support by the IRWD functional and technical teams.
Infosys will work on the configurations as agreed in the Business
Process Analysis workshops. The Knowledge transfer to IRWD on the
configurations will be done during the transition process, to minimize
the impact on the project schedule.
2 Entry Criteria Completion of the Solution Configuration Document
Solution Configuration Document Signed off by IRWD
3 Deliverables Base Product Configuration completed on CC&B
Updated Solution Configuration Document
Statement of Work
© 2012 Infosys Limited Page 70 of 142
4 Completion
Criteria
Solution Configuration is completed on the development instance and
Unit testing completed for the delivered configuration.
6.10.2 Activity – Develop Extensions
SR# Activity Description
1 Overview The purpose of this activity is to develop and unit test all
modifications/extensions to the Solution to satisfy the functions
specified in the final approved Business Process Analysis document
and Functional Specifications.
Infosys will develop the extensions to the Solution. These extensions
will be built as defined and Signed off in IRWD approved functional
and technical specifications.
2 Entry Criteria Client approval of individual Functional Specifications
Completion of Infosys Developed Technical Specification
3 Deliverables Completed code for each extension
4 Completion
Criteria
All components defined in the Functional Specifications are delivered to IRWD. Each modification/extension must have been successfully tested by IRWD to ensure compliance with the Functional Specifications.
6.10.3 Activity – Develop Interface Programs
SR# Activity Description
1 Overview The purpose of this activity is to Code and Unit Test interface
programs. The interface programs will be based upon the interface
specifications:
The deliverable will be the completed code for each Interface object
(programs that require send/receive data interchanges with third
party applications and the Solution), including documentation that
program/executable code for each development object has been
Statement of Work
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developed, successfully unit tested and delivered based on the
functional and technical specifications. This deliverable will function
in accordance with associated specification documentation.
Infosys will address and resolve all of the Unit Test incidents that
pertain to Solution interfaces or Solution components.
IRWD will address and resolve all test Incidents that pertain to third
party applications that are not part of the Solution.
Infosys will deliver the interface files to IRWD’s specified interfaces
identified in this Statement of Work. Infosys and IRWD will mutually
agree to the usage of IRWD’s internal standards for using Web
Services and the associated technologies and methodologies for these
tools (naming conventions etc.).
2 Entry Criteria Completion of Functional Specifications for Interfaces
Completion of Technical Specifications for interfaces
3 Deliverables Completed code for each Interface object.
4 Completion
Criteria
Development completion for the interfaces
6.10.4 Activity – Develop Reports
SR# Activity Description
1 Overview The purpose of this activity is to develop and unit test the reports,
letters, query portals, bill formats, etc. The deliverable is the
completed code for each Modified Report Object (Printed Business
Reports, letters or query portals), including documentation for the
program/executable code for each development object, successfully
unit tested and delivered based on the report specifications. This
deliverable will function in accordance with associated Specification
Documentation.
Infosys will develop and unit test the reports for which Infosys is
responsible. Infosys will provide updated Report Specifications with
technical information to support the maintenance of reports in the
future for the reports for which Infosys is responsible.
Statement of Work
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2 Entry Criteria Completion of functional Report Specifications
Completion of Technical specification for Reports
3 Deliverables Completed Code for each modified Report
4 Completion
Criteria
All reports defined in Report Specifications and delivered and
accepted by IRWD
6.11 Data Conversion The scope of work Infosys will perform as part of the Data cleansing and Data conversion work is
detailed out in the sections below.
6.11.1 Data Conversion Initiation
6.11.1.1 Activity ‐ Data Conversion Plan
SR# Activity Description
1 Overview Infosys will develop a data conversion plan consisting of the following details:
Dependencies for data conversion
Dates for completion of all critical tasks and milestones like completion of data conversion strategy, completion of conversion mapping document, conversion programs, partial and full conversion execution and testing plans,
Environments required for data cleansing and data conversion
List tasks that will require manual entry (automated conversions may depend on completion of manual conversion).
Establish the number of pre‐install conversions and dates to ensure conversion success.
List supporting documentation needed from IRWD to proof post conversion data, including cutoff dates in conjunction with data cutoff if applicable.
Detail the data validation plan.
Assign responsibility and expected start and end date of testing process.
Within the data conversion plan, Infosys will develop a list of data
elements to balance with each conversion. Infosys and IRWD will work
together to build a mutually agreed upon list based on what is
Statement of Work
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reasonable and possible in the legacy data and with the conversion
process.
2 Entry Criteria NA
3 Deliverables Data Conversion Plan (MPP)
4 Completion
Criteria
Approved Conversion Plan in accordance with Acceptance Criteria
established in this Statement of Work.
6.11.1.2 Activity – Develop Data Conversion Strategy
SR# Activity Description
1 Overview Conduct Data Migraion Workshops. This activity will define and create
the Data Conversion Plan that will be used for the Project. The plan
will address the following details:
what data will be converted systematically
what data will be converted manually
how much and what type of historical data will be converted,
currently planned for a minimum of five years of history
proposed timeline for test conversions
define the proposed storage and access method for data that
is not converted
how conversion related issues will be tracked and resolved once they have been identified
The Data Conversion Plan defines detailed processes and tools that
will govern the conversion process for data mapping, data cleansing,
technical design, development and testing.
2 Entry Criteria Identification of data sources
3 Deliverables Data Conversion Plan/Strategy Document
4 Completion
Criteria
Approved Conversion Plan in accordance with Acceptance Criteria
established in this Statement of Work.
Statement of Work
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6.11.2 Data Conversion Analysis & Design
6.11.2.1 Activity – Document Data Conversion Specifications
SR# Activity Description
1 Overview As part of this activity, Infosys with assistance from IRWD will develop
initial and detailed technical specifications for data conversion. IRWD
will assist Infosys by providing sufficient information about the
content and meaning of Legacy System files and data elements.
The initial data mapping specifications document defines the data
mappings between the legacy and the target system as well as the
data that are missing from a legacy perspective and target system
perspective and the method for resolving the data gaps. The initial
data‐mapping document will include a high level description of any
custom data manipulation needed. Each field for all applicable legacy
system tables will be mapped to the target systems tables and fields.
The Conversion Design Specifications/Detailed Data Mapping (Target
System) to be developed by Infosys defines the program logic, data
elements and file formats, and report formats for: the "Upload"
Conversion Program, Audit Control Reports and Financial Balancing,
and Error Reports.
2 Entry Criteria Completion of the Data Mapping workshop/meetings
Data Conversion Plan Available
Approved Data Conversion Strategy
3 Deliverables Initial Data Mapping Specifications
Conversion Design Specifications / Detailed Data Mapping
Document
4 Completion
Criteria
Initial Data Mapping Specifications and Conversion Design Specifications have been approved by Client in accordance with Acceptance Criteria established in this Statement of Work.
Detailed Data Mapping Specifications will continue to be amended due to the development of configuration and the results from various testing phases. Detailed Data Mapping Specifications will not be finalized until Cut‐over.
Statement of Work
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6.11.3 Data Conversion Development
6.11.3.1 Activity – Develop Automated Conversion Processing
SR# Activity Description
1 Overview The purpose of this activity is to code and unit test the necessary
extract, transform, and load processing and to conduct Conversions.
Programs will be developed and tested. Mock Conversions will be
planned and conducted and the results evaluated for accuracy and
timing according to the specification.
2 Entry Criteria Approval of Initial Data Mapping
3 Deliverables Data Conversion Programs
4 Completion
Criteria
The partial conversion is completed and results approved by Client in
accordance with Acceptance Criteria established in this Statement of
Work
IRWD will provide resources as required to verify the accuracy of converted data against the legacy
system.
6.11.3.2 Activity – Data Extraction/Cleansing from Legacy Applications
SR# Activity Description
1 Overview The scope of this activity is to conduct the automated and manual
data cleansing before the data is provided to CC&B system for data
conversion. Infosys will perform the automated data cleansing and the
manual data cleansing (if required) will be performed by IRWD staff.
2 Entry Criteria Identification of Legacy data sources involved in the data conversion
Approved Data Conversion Plan / Strategy Document
3 Deliverables Data Cleansing Programs
Completed automated and manual data cleansing
4 Completion The Data cleansing development is completed along with the unit
Statement of Work
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Criteria testing.
6.11.4 Data Conversion Trials & Test Conversions Infosys will perform various Trials and Test Conversions as part of this activity to ensure the data
cleansing and data conversion activity is developed and tested iteratively after each test conversion is
completed. Test conversions will be performed with subset of legacy data on Development environment
and results verified with the validation and reconcilitation scripts developed during the development
phase. Full conversions will be performed during SIT, UAT, parallel testing and go‐live phases.
SR# Activity Description
1 Overview As described in the Data Conversion Plan, Infosys will test the
conversion processing along with assistance from IRWD Conversion
Analysts.
Once the conversion processing is unit tested, Infosys will execute test
conversions of all data to be converted. Full conversions will be
performed regularly throughout the Project, according to a schedule
mutually agreed between Infosys and IRWD.
IRWD staff assigned to review converted data will review converted
data, comparing the data converted into the Solution with the data in
the source system, using the data mapping documents as a roadmap
for data verification by IRWD.
Following Test conversions will be performed by the Data conversion
team multiple times during the phase of the project:
Data conversion execution for development environment –
Partial conversion
Data conversion execution for SIT environment – Full
Conversion
Data conversion execution for UAT environment – Full
Conversion
Data conversion execution for parallel testing – Full
Conversion
The SIT, UAT and Parallel testing phases will use the data provided by
the data conversion teams for the functional testing.
2 Entry Criteria Development completed for Automated Conversion Processing
Environments available for Trial/Test Conversions
Statement of Work
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3 Deliverables Updated Conversion Data Mapping Document
Updated Reconciliation & Testing Specification
Reconciliation Results
Test Report with the Results published for each Test Run
4 Completion
Criteria
Data Conversion and testing completed for each of the test/trial run completed on the environments listed above . Test Results for UAT and Parellel testing signed off by IRWD.
6.12 Test Planning
6.12.1 Activity – Develop Test Strategy
SR# Activity Description
1 Overview This activity is the process of defining the overall testing approach for
this Project, which will be documented in the Testing Strategy
deliverable. This document will identify, at a high level, all phases of
testing, along with goals, timeframes, proposed resources, and
materials for each phase. Infosys will create a Testing Strategy
Document to show the roadmap for planned testing phases including
relationship to other Project activities. The test strategy document will
cover the approach for System Integration Testing, UAT, Parallel
Testing and Performance Testing.
2 Entry Criteria Completion of Business Process Analysis workshops (All the
workshops)
3 Deliverables Testing Strategy / Plan Document
4 Completion
Criteria
Approved Testing Strategy Document in accordance with Acceptance
Criteria established in this Statement of Work.
6.12.2 Activity – Develop Functional Testing Scripts
Statement of Work
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SR# Activity Description
1 Overview The purpose of this activity is to define the details to be used in
Functional Testing, as defined in the approved Functional Test Plan.
Infosys will lead the development of the Functional Testing Scripts
with the support from IRWD.
2 Entry Criteria Completion of the Design Phase
The Functional Specifications are signed off by IRWD
3 Deliverables Functional Test Scripts and Expected Results Development
4 Completion
Criteria
Test scenarios are developed for each Functional Requirement
identified in the ‘Functional Requirements Mapping Document’
6.13 Test Execution
6.13.1 Activity ‐ Execute System Testing
SR# Activity Description
1 Overview Infosys will lead the execution of the System testing. This phase of
testing will test the product configuration, integration testing using
test data in xml format as defined below. The Infosys Test Manager
will lead the testing effort with a defect status report shared with
IRWD at the end of the Testing.
The testing team will prepare subset of test cases in the following
areas which will be used for system testing:
Modifications/Extensions, Interfaces and Reports approved in the Business Process Analysis document
All Configurations approved in the Business Process Analysis document
All Scope Items defined in this Statement of Work
For the testing of interfaces in system testing Infosys will create mock
XML data in the format required by the interfaces to simulate the
scenarios.
2 Entry Criteria Test Strategy Document available and signed off by IRWD
Development completed for all scope items defined in this
Statement of Work
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statement of work
3 Deliverables ST Status Report
4 Completion
Criteria
All System Testing scripts executed
6.13.2 Activity – Execute Functional / System Integration Testing
SR# Activity Description
1 Overview Infosys will lead the execution of the Functional Testing Scripts. The
Infosys Test Manager will lead the testing effort with a defect status
report shared with IRWD at the end of the Functional Testing.
The following items will be tested during Integration testing:
All Modifications/Extensions, Interfaces and Reports approved in the Business Process Analysis document
All Configurations approved in the Business Process Analysis document
All Scope Items defined in this Statement of Work
For the testing of interfaces, IRWD is responsible for providing data
from interfacing third party applications in a format required for
testing
2 Entry Criteria Test Strategy Document available and signed off by IRWD
Acceptance of the Functional Test Scripts and the expected results
3 Deliverables SIT Status Report
4 Completion
Criteria
All Functional Testing scripts executed.
All Client Solution Requirements Items have been tested.
Source and Object Code for Extensions, interfaces, and reports have been delivered and approved by IRWD, and Integration Testing is complete.
Statement of Work
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6.13.3 Activity – Execute Performance Testing
SR# Activity Description
1 Overview This activity tests the performance of the Solution including the
proposed production environment (operating system, network,
database and disk array distribution) and system parameters.
Infosys will develop the Performance Test Plan that will be approved
in accordance with the Deliverable Acceptance Process. The plan will
detail the elements to be tested and the methodology for execution to
meet the Performance Criteria defined in Section 3.0 of this Statement
of Work. The Plan contains:
A roadmap for performance testing, roles and responsibilities
Test plan and expected results for exercising the Solution system based on the loads described in Section 3.0 of this Statement of Work
Detailed specifications for the work station used for Performance Testing
Detailed responsibilities for support and maintenance of the performance test environment to be performed by the IRWD DBA and System Administrator
Hardware, database and application parameters for the performance test environment
IRWD will provide a performance‐testing tool to be determined after
Project kickoff or a mutually agreed to manual process. Hardware and
software will be tuned prior to the start of performance testing by
IRWD to the best of their ability with Infosys support. The batch and
the online modules used in the performance test will be functionally
tested and approved by IRWD Core Team before the execution of the
first performance test.
Infosys will execute the Performance Test Plan. A document will be
developed that will include the results of each test (batch program
and online panel), an analysis of those results, and recommendations
to improve the results if applicable. Infosys will be responsible for
performance defects of Infosys‐delivered components. Following the
completion of the testing, Infosys will deliver the Performance Test
Results Report which will document the results of the Performance
Testing and the changes that were made to tune the application to be
in compliance with Section 3.0 of this Statement of Work.
Statement of Work
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2 Entry Criteria Completion of all development Work
Completion of Integration Testing Phase
Completion of Staging Environment preparation
3 Deliverables Performance Test Results Report.
4 Completion
Criteria
Performance Testing Complete and in conformance with Section 3.0
of this Statement of Work.
6.13.4 Activity – Execute User Acceptance Testing (UAT) This activity addresses the planning and execution of testing processes combined in an emulation of
business days in production.
SR# Activity Description
1 Overview IRWD will develop a formal UAT Plan. IRWD will be responsible for
developing end‐to‐end test scenarios that will cross multiple
operational areas (i.e. read to bill). IRWD and Infosys will jointly
investigate discrepancies in results, documenting all reconciling items.
Infosys is responsible for correcting defects caused by Infosys.
2 Entry Criteria Completion of all Development and Integration Testing
Completion of Conversion Testing
Completion of Staging Environment preparation
3 Deliverables UAT Status Report Delivered by IRWD
4 Completion
Criteria
UAT Signed Off by IRWD
6.13.5 Activity – Execute Parallel Testing This activity addresses the planning and execution of parallel testing.
Infosys will perform one month of parallel testing wherein the output of the new CC&B system will be compared with the output of the existing CIS system, in order to verify the new CC&B system operates correctly. The results are expected to be exact or explained to IRWD’s satisfaction.
Parallel testing is proposed to be done for any tests that has a financial bearing (eg., Payroll, Bills and invoices for a billing period, Financial statements at period end etc.) .
SR# Activity Description
Statement of Work
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1 Overview To ensure that the processing of new application is consistent with
respect to the processing of previous application version. Infosys will
develop the plan and scenarios for Parallel testing and IRWD will
review the plan/scenarios to ensure maximum coverage. IRWD and
Infosys will jointly investigate discrepancies in results, if there are any.
Infosys is responsible for correcting defects caused by Infosys.
2 Entry Criteria Successful completion of UAT
3 Deliverables Test Results report
4 Completion
Criteria
Parallel testing completed and results accepted by IRWD
6.14 Cutover
6.14.1 Activity – Prepare Production Environment
SR# Activity Description
1 Overview The purpose of this activity is to prepare for the production
environment. IRWD Infrastructure team will acquire, install and
configure the production hardware as per the sizing and specifications
provided by Infosys and as per the timelines agreed in the Project
Infrastructre Plan. The CC&B application installation will be performed
by IRWD technical team with support from Infosys Technical team.
Based on the results of testing performed during UAT and Parallel
Testing the final version of the configuration, the extensions, interface
code and the reports will be deployed on production by IRWD using
the installation checklist and document prepared by Infosys. Infosys
will conduct appropriate testing to demonstrate that the software and
associated databases were properly installed, configured, set up,
operational and ready for production use.
2 Entry Criteria Completion of UAT by IRWD
3 Deliverables Updated Installation Checklist
Updated Deployment Document
Statement of Work
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4 Completion
Criteria
Production Environment Ready for use
All sanity test scenarios executed successfully (passed)
All the interfaces with internal IRWD systems and external systems established and tested
6.14.2 Activity – Preparation for Cutover / Cutover planning
SR# Activity Description
1 Overview The purpose of this activity is to prepare for cutover. This preparation
includes planning for the cutover and testing the documented plans.
The Cutover Plan defines the detail steps (automated and manual) to
execute the Cut‐over production, metrics, timing, record balancing,
financial balancing and items that need to be in place for the
conversion cutover to production. The Cutover Plan has two
components, the Strategy document and the Cutover Checklist.
Infosys will develop a Cutover Strategy document with input from
IRWD, which will document the approach to cutover testing and
cutover planning. The Strategy will also define the Issue Management
Process for Warranty support and the Plan for support of End Users.
Infosys will develop a Cutover Checklist that contains all activities,
whether business or technical, which will be performed during the
mock and real cutovers.
The Checklist will include for each task the timing, schedule, and role
responsible. All Roles and responsibilities and the resources assigned
to those roles will be defined along with individual contact
information. The Cutover Checklist has built in Go / No Go decision,
Go / No Go decision points, and the IRWD and Infosys staff members
who are responsible for participating in each of the decisions.
2 Entry Criteria Integration Testing Completed
Training (Train the trainer) Completed by Infosys
3 Deliverables Cutover Strategy
Cutover Checklist
4 Completion
Criteria
Cutover Strategy Document and Cutover Checklist approved by IRWD in accordance with Acceptance Criteria established in this Statement of Work
Issues identified in the Mock Cutovers must be corrected
Statement of Work
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Successful execution of mock cutovers
Holding of Support Phase Kickoff meeting
The Cutover Strategy document and the Cutover Checklist will, at minimum, address the following:
Project Management Readiness
Business Solution Testing Readiness
Business Readiness
IT Infrastructure Readiness
Organization/People Readiness
Requirements and procedures for "uninstalling" the new system and rolling back to the previous production platform in the event that the Cut‐over is unsuccessful
Potential points of failure (people, process, technical) in the rollback process
Internal Help Desk Procedures, Tools, Escalation Process and Post Implementation Support Strategy and Procedures
Staffing and areas of responsibilities to be included
Issue Management Process
At a minimum, there will be three practice or mock cutovers executed where all activities are performed
or emulated by the resource that will be responsible for that activity in the real Cut‐over. These include
all conversion activities, system validation, balancing, and any manual data entry planned for actual
cutover. Timings of each activity are made and the checklist is reviewed after each mock cutover and
adjusted to reflect the finding from the practice run. The first one or two Mock Conversions will actually
be executed in earlier phases of the Project. The final Mock Conversion will be completed as part of the
preparation for cut‐over as specified.
A kickoff meeting will be held for Post Go Live Support. Infosys will present cutover planning, schedule,
roles and responsibilities, timeline, help desk and escalation procedures and other support related items
in order to prepare Project and other support staff for production support following cut‐over.
6.14.3 Activity –Cutover to Production Operation The purpose of this activity is to initiate use of the Solution in day‐to‐day operations of IRWD and to
cease use of the current Legacy System.
SR# Activity Description
1 Overview The tasks included in the Cutover Checklist will be implemented,
executed and completed by both, IRWD and Infosys, as assigned in the
Checklist, including each of the Go / No Go decision points.
During this activity, all components of the Solution, related third party
applications, and related application databases will be migrated to the
Production Environment supported by the agreed upon tools and
procedures. Other applications with which the Solution interfaces or
integrates to will also be migrated to the appropriate Production
Environment with data extracted from the Legacy System at a point in
Statement of Work
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time identified in the Checklist.
The ongoing support and maintenance of the replaced Legacy System
will continue to be the responsibility of IRWD following conversion
and cutover.
2 Entry Criteria Successful completion of End User Training
Successful completion of Cutover Planning
Successful completion of Cutover Testing
Successful completion of the UAT
3 Deliverables Updated Cutover Checklist
4 Completion
Criteria
Decision document, authorizing Cut‐over is reviewed by IRWD Project
Manager and approved and signed by the IRWD Executive Steering
Committee
6.15 Post Implementation Support Phase
6.15.1 Activity – Post Implementation Support
This activity details the tasks carried out by Infosys and IRWD during the Post Implementation phase of
the Program.
SR# Activity Description
1 Overview Infosys shall provide three (3) months of post‐implementation support
for Phase 1 and 2 months for Phase 2. Immediately after the Cut‐over
Infosys may be required to provide on‐site support for extended hours
for Severity 1 and Severity 2 defects. Infosys resources at offshore will
be on‐call during non‐business hours ensuring round the clock support
during warranty period.
The ongoing production operation for the Solution will be the
responsibility of IRWD following the Cut‐over date with the support of
Infosys. Infosys will correct or offer solutions for all defects associated
with Infosys delivered configuration, enhancements, interfaces,
scripts, cases and portals, reported by IRWD during the warranty
period of production system i.e 3 months for Phase 1 and 2 months
for Phase 2.
2 Entry Criteria GO ahead Given by IRWD after the Cut‐Over Completion
Statement of Work
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3 Deliverables Post Implementation Support Status Report
4 Completion
Criteria
Each month of post‐implementation support will be considered a task
during which Infosys continues to address issues and defects in a
timely manner.
6.15.2 Activity – Final Acceptance This activity details the tasks carried out by Infosys and IRWD during the Post Implementation phase of
the project.
SR# Activity Description
1 Overview The Project is complete when IRWD has accepted all Deliverables and
Infosys has successfully completed all Activities described in this
Statement of Work. IRWD Project Director has reviewed the Project
Completion Criteria defined in this Statement of Work and has been
accepted. Formal written sign‐off will be provided to Infosys.
2 Entry Criteria The last month of post implementation support has been completed.
3 Deliverables Post Implementation Support Status Report
4 Completion
Criteria
The Solution has been in production use for three calendar months for
Phase 1 and 2 months for Phase 2 following Cut‐over and Infosys has
provided post production support during that period in accordance
with the requirements of this Statement of Work.
Statement of Work
© 2012 Infosys Limited Page 87 of 142
7. Organizational Change Management
Organizational Change Management (OCM) and Training activities will begin during the initial phases of
the project and continue throughout the project.
7.1 Organizational Change Management
Infosys and IRWD will be responsible for the Change Management activities that will provide the IRWD
organization and staff an effective transition from the current CIS system to the new solution. This
includes the preparation of people and the design of business processes to work within the new
business environment.
7.1.1 Activity – Develop OCM Plan
SR# Activity Description
1 Overview Infosys will develop a change management strategy and plan that will
successfully integrate the business strategy and new processes with
the new solution. Infosys will, with assistance from IRWD resources,
review and assess the business environment, determine the scope of
change management activities and develop the change plan for the
solution implementation.
The change management plan will include at a minimum activities to
accomplish the following:
Identifying and documenting change impacts (including
business process, knowledge/skill requirements, job design
impacts, new terminology, new concepts, etc.
Planning and delivering stakeholder communications
Preparing the organization for job design and responsibility
changes
Supporting and enabling change leadership and sponsorship
activities
Supporting business readiness activities
Planning and implementing post‐implementation user support
processes
2 Entry Criteria Initial Project Plan developed
Statement of Work
© 2012 Infosys Limited Page 88 of 142
3 Deliverables Change Management Strategy and Plan
Communication Plan
Stakeholder Engagement Plan
4 Completion
Criteria
IRWD approved Change Management Plan, Communication
Plan and Stakeholder Engagement Plan in accordance with
Acceptance Criteria established in this Statement of Work
7.1.2 Activity – OCM Analysis
SR# Activity Description
1 Overview Infosys will be responsible for assessing the change management
needs of IRWD required to transition to the new solution. Infosys will
identify stakeholder groups and analyze business change impacts to
those stakeholder groups. This analysis will indentify the full context
and impact of the change.
The Analysis Report should include the assessment of the following
areas and how they will be impacted:
Workflows: Assess changes to the way work is currently
completed at IRWD and descriptions of the impacts of these
changes.
Organization Structure: Identify possible changes to work
group responsibilities and relationships.
Job Design/Responsibilities: Identify changes to job roles and
responsibilities.
Skill/Knowledge Requirements: Identifiy the skills and
knowledge required by users to perform tasks with the new
processes and systems.
Company Policy: Identify possible changes to company policy.
Key Performance Indicators: Define how process performance
is measured.
Issues and Resolutions: Document outstanding issues that are
related to the process and organizational changes.
Other as needed.
2 Entry Criteria OCM Strategy and Plan
3 Deliverables Stakeholder Analysis Report
Impact Analysis Report
Statement of Work
© 2012 Infosys Limited Page 89 of 142
4 Completion
Criteria
IRWD approved Stakeholder Analysis Report and Impact
Analysis Report in accordance with Acceptance Criteria
established in this Statement of Work
7.1.3 Activity – OCM Design
SR# Activity Description
1 Overview Infosys will work with IRWD’s management and impacted
stakeholders to determine the most effective way to handle job
changes, organizational responsibility changes and impacts to short‐
and long‐term staffing levels. Infosys will provide assistance and
guidance regarding potential changes and implications of the changes.
Infosys will document the following:
Job impacts and changes
Revised job descriptions
Potential staffing impacts
Recommending approaches to adjust staffing levels
Transition plans for implementing changes
2 Entry Criteria Stakeholder Analysis Report
Impact Analysis Report
3 Deliverables Job Change Plan
Organization Structure Plan
Job and Organization Transition Plans
4 Completion
Criteria
IRWD approved Job Change Plan, Organization Structure Plan, Job
and Organization Transition Plans in accordance with Acceptance
Criteria established in this Statement of Work
7.1.4 Activity – OCM Plan Execution
SR# Activity Description
1 Overview Infosys will present IRWD stakeholders with detailed business impact
reports and work with the IRWD personnel to implement
recommended changes. Infosys will provide guidance during the
transition. Infosys will develop readiness checklists and assess
Statement of Work
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whether IRWD is prepared for go‐live.
2 Entry Criteria Job Change Plan
Organization Structure Plan
Job and Organization Transition Plans
3 Deliverables Leadership during transition
Readiness Checklist and Criteria
Kickoff Readiness Network presentation
Readiness Assessment
4 Completion
Criteria
IRWD approved Readiness Checklist and Criteria, Kickoff Readiness
Network presentation and Readiness Assessment in accordance with
Acceptance Criteria established in this Statement of Work
7.2 Training
7.2.1 Activity – Develop Training Plan
SR# Activity Description
1 Overview This activity develops a training approach that outlines learning goals
and objectives for major target audiences. Infosys OCM Manager
along with assistance from IRWD will develop the Training Plan for
Train the Trainer Program and the end user training, based on the
Training Needs Assessment for both the programs.
The Training Plan develops a learning program for implementation,
which includes:
Train the Trainer training & End User training
Proposed proficiency metrics
Proposed high level schedule
Training materials
Roles and responsibilities
Facility requirements
2 Entry Criteria Approval of the Training Needs Assessment
Trainers to be identified by IRWD
3 Deliverables
Approved Training Plan (consisting of train the trainer and end user
Statement of Work
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training)
4 Completion
Criteria
IRWD approved Training Plan in accordance with Acceptance Criteria established in this Statement of Work
7.2.2 Activity – Develop Train the Trainer training materials
SR# Activity Description
1 Overview Infosys will provide a complete set of Train the trainer Training
materials for the Solution.
2 Entry Criteria Approval of the Training Needs Assessment
Trainers to be identified by IRWD
3 Deliverables Training Material for Training
4 Completion
Criteria
Completed Training Materials for Each Business Process
7.2.3 Activity – Prepare for Training
SR# Activity Description
1 Overview This activity addresses the tasks that are necessary before the training
can begin, as defined in the approved Training plan. Two weeks of
training will be provided by Infosys as part of the “Train the Trainer”
activity. The first week will focus on business practices and processes
within the application and the second week will discuss training best
practices in addition on how to best educate the end users specific to
the software topic training issues, such as recommended labs, data
preparation, expected issues and concerns from the end users. Infosys
will provide the base training materials for the Solution prepared
according to Train the Trainer plan.
2 Entry Criteria Approval of the Training Needs Assessment
Trainers to be identified by IRWD
Approval of the Training Plan
Creation of the End User Training Materials
3 Deliverables Training Schedule
Training Material
End User Assessment questionnaire
Statement of Work
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4 Completion
Criteria
Training environments ready for End User training, with training data
Training Invitations issued to End User attendees
7.2.4 Activity – Deliver User Training (Train the Trainer)
SR# Activity Description
1 Overview This activity addresses the execution of the User training activities as
defined in the approved Training Plan.
2 Entry Criteria Approval of the Training Needs Assessment
Trainers to be identified by IRWD
Training Invitations issued to End User attendees
3 Deliverables Training Schedule
Training Material
End User Assessment questionnaire
4 Completion
Criteria
All scheduled End Users have either been trained or did not attend scheduled session(s)
7.2.5 Activity – Deliver End User Training
SR# Activity Description
1 Overview This activity addresses the execution of the End User training activities
as defined in the approved Training Plan. IRWD will conduct the end
user training. Infosys will support IRWD in resolving the training
environment issues if any. Infosys will also provide the training
material used in the train the trainer approach to the IRWD trainers
which can be extended or further developed for end user training.
One or two Infosys trainers will be present for each IRWD‐instructor‐
led training session
2 Entry Criteria Approval of the Training Needs Assessment
Trainers to be identified by IRWD
Training Invitations issued to End User attendees
3 Deliverables Training Schedule
Training Material
End User Assessment questionnaire
Statement of Work
© 2012 Infosys Limited Page 93 of 142
4 Completion
Criteria
All scheduled End Users have either been trained or did not attend scheduled session(s)
7.2.6 Activity – Stakeholder Analysis
SR# Activity Description
1 Overview This activity focuses on the indentification of key internal and external
stakeholders for the program. Stakeholders would typically include
IRWD executive leadership, IT and business leads, users and impacted
user groups within IRWD, and board interests. Program success
criteria, initial risks and issues, and communication plan links are
identified and captured in the Stakeholder Engagement Plan.
2 Entry Criteria Stakeholder analysis completed
3 Deliverables Stakeholder Engagement Plan
4 Completion
Criteria
Stakeholder Engagement Plan reviewed and Signed off by IRWD
Statement of Work
© 2012 Infosys Limited Page 94 of 142
8. Project Management Approach
8.1 Program Management Overview
Infosys will provide leadership in executing the Project based on their experience and best practices for
successfully implementing Oracle solutions in the utilities industry. The Infosys Project Manager will be
proactive in their management style and in working with IRWD Project Manager. The IRWD Project
Manager(s) and Infosys Project Managers will make the Project management decisions together, with
the IRWD Project Manager being the final decision maker regarding these processes
8.2 Project Organization & Reporting Structure
The Infosys Project Manager will be responsible for all Project activities, schedules and staffing of those
activities. The IRWD PM will be responsible to ensure that the IRWD core team is available for the
needed assignments. The IRWD PM will also manage all Project administrative duties associated with
the IRWD core team. The IRWD and Infosys Project Managers are jointly responsible for the day‐to‐day
planning of the Project activities.
The purpose of this reporting structure is to centralize and streamline all Project related decision‐making
activities. If a conflict occurs and the IRWD and Infosys Project Managers cannot resolve the issue the
Conflict escalation Process can be initiated.
8.3 Project Governance & Escalation
8.3.1 Work Assignments & Tracking
The Infosys Project Manager will develop a detailed Microsoft Project schedule that will drive all work
assignments for Client and Vendor tasks for to the program/Project. The work assignments will be
printed or provided electronically to the individual team members by the Infosys Project Manager. The
work performed by the team will directly correlate to the current Project schedule jointly produced by
the Project management teams.
Weekly, the Infosys Project Manager will conduct group and/or individual meetings with team members
to review their assigned Project tasks. The purpose of these meetings is to gather information regarding
the overall Project status, to identify obstacles to successful completion of tasks, and to provide needed
assistance and coaching. Assignments will be distributed via the Microsoft Project schedule to ensure
the team members are using the same task list as the Project management team. Assigned tasks, risks,
issues and any other Project issues will be reviewed during these meetings.
8.3.2 Weekly PM Meetings
The Project management team, along with other lead Project team members if needed, will meet
weekly. The purpose of these meetings will be to discuss the Project work items and the current status,
using the Microsoft Project Schedule data as a driving tool of the meeting. Examples of topics to be
covered in this meeting are listed below, but not limited to:
Statement of Work
© 2012 Infosys Limited Page 95 of 142
Prior week accomplishments
Project metrics (deliverable status, percent complete, etc.)
Status of major Project tasks
Review of open Project Issues
Review of the risk log
Review organization readiness
Review of the Project calendar for scheduling purposes (resource availability, On‐site Time, etc.)
Project concerns
Action items from this meeting
8.3.3 Monthly Steering Committee Meetings
The IRWD’s members of the Steering Committee will include the Project Sponsor, and other members
to be defined and documented in the Project Charter.
On a monthly basis the IRWD steering committee will host a status review meeting. The Project
management teams will develop a series of Power Point slides that communicate the current Project
status and a forecast. These slides will communicate a detailed view of the current Project metrics and a
brief status of each major phase and component of the Project as appropriate. The Infosys Project
management team will have responsibility to develop slides for the meeting as well as integrate key
slides from the IRWD into the overall presentation.
Approximately three days prior to the meeting, a review of all the slides will be conducted in person or
via online meeting technology with the Project management team. No later than the day prior to the
steering committee, the presentation slides will be reviewed with the IRWD Project sponsor. Steering
committee meetings will be conducted no less than once per month.
8.3.4 Conflict Escalation Process
8.3.4.1 Initial Conflict Identification and resolution process
As conflicts arise in the Project, it is expected that most issues will be addressed at the Project team
level. If the individual team members are unable to resolve the conflict the team members will report
the issue to their respective Project team lead. The Project team lead will then attempt to resolve the
issue with their counterpart from the IRWD/Infosys. If the issue is still not resolved, the team lead will
report the issue to the Project Managers.
An issue / action can be raised from any area of the Program. The issue will be logged in issue tracker
with each issue / action with a priority number, category and code. The respective owner team
investigates the issue and recommends resolution for review and approval by the IRWD & Infosys
Project managers
8.3.4.2 Escalated Conflict Resolution Process
The Escalated Conflict Resolution Process shall consist of a three‐step approach to resolve disputes
related to this agreement. Once a dispute has been formally escalated from the Project Managers of
the IRWD and Infosys the formal process begins, starting with Step 1 below:
Statement of Work
© 2012 Infosys Limited Page 96 of 142
Step1 – The initiating party’s assigned Project Manager will inform the other party’s Project Manager
that a dispute exists. The two Project Managers will work together to resolve the issue. If after five (5)
business days, or a mutually agreeable timeframe, the matter has not been resolved, the issue will be
escalated to the Step 2 process.
Step 2 – The Project Managers will inform their Project Sponsor/Steering Committee Chairperson that a
dispute exists. The Project Director of Infosys will represent Infosys for this role. IRWD will escalate the
dispute to the Project Director. The party that initiated the dispute will clearly document their concern
in writing to the other party and outline what their expectations are related to the desired resolution for
the outstanding issue. The party required to resolve the problem will have ten (10) business days, or
mutually agreeable timeframe, to resolve the matter. If the matter has not been resolved after this
phase, the issue will be escalated to Step 3.
Step 3 – During this step, the information documented from Step 2 and any other clarifications from
Step 2 will be provided via certified mail to the party that is required to resolve the issue. The Project
Director empowered to resolve Project issues will represent the IRWD. The party that has initiated the
Dispute Resolution Process will allow the other party ten (10) business days, or mutually agreeable
timeframe, to resolve the matter. If at the end of this phase the matter is not resolved the aggrieved
party may seek resolution through arbitration pursuant with the parties’ Professional Services
Agreement.
8.4 Change Order Process
8.4.1 Process Overview
Either party may request a Change Order. Such a request must be in writing and identify the business
and other reasons for the requested change and the impacts if the change is agreed upon. No Change
Order shall become effective unless mutually agreed to by the parties.
After any request for a Change Order is made, the parties will have five (5) business days or any
additional, mutually agreed upon period of time to consider the request (the “CO Review Period”).
During that period, Infosys will provide Client with all information material to the requested Change
Order, regardless of which party requested it, including but not limited to any additional fees that would
be incurred, the impacts on the relevant Deliverables, and any alteration of the Schedule that would
result if the Change Order is agreed to. Infosys will also during the CO Review Period create an order of
magnitude cost estimate at its expense regarding any requested Change Order.
During the CO Review Period, Client will provide Infosys with any information reasonably requested for
Infosys to evaluate any Change Order requested by Client.
Infosys will agree to any Change Order requested by Client, provided the parties are able to agree upon
the any changed terms, additional fees and modification to the Schedule that would result from the
Change Order.
If both parties agree to the change, all relevant terms shall be documented in the Change Order. Any
charges not already specified in the Statement of Work or which are different than those in this
Statement of Work
© 2012 Infosys Limited Page 97 of 142
Statement of Work will be noted in the Change Order. Any additional services performed by Infosys as a
result of a Change Order will require the payment to Infosys of additional fees as agreed.
If agreement on a requested Change Order does not occur by the end of the CO Review Period, either
party may initiate the conflict resolution process set forth in Section 8.3.4 of this Statement of Work
regarding the requested Change Order.
Any Deliverables that have already been completed and accepted by Client that are subsequently
altered as a result of a Change Order must be appropriately revised, pursuant to the Change Order, with
the change number and date noted. An updated version of such a Deliverable will then be signed and
stored with the project documentation.
8.4.2 Tracking Tool & Process
All change orders will be documented in the change control log with the current status reflected in each
request.
8.5 Project Controls
Infosys will provide the Project baselines and controls outlined in this section to support the monitoring
and controlling of the Project progress and identify and prioritize issues arising during the Project.
If IRWD does not accept any of the Deliverables as described in the acceptance process in the sections
above, IRWD will provide details that outline the items that need to be resolved.
Infosys will provide metrics for controlling the Project including schedule metrics defect metrics, and
metrics related to the completion of Project deliverables, such as counts of business processes
documented, test cases written, and requirements tested etc.
8.6 Project Communications
Infosys will be responsible to support the IRWD’s communication management process per the
Communication and Stakeholder Plans developed by Infosys. IRWD will need Infosys to, at a minimum,
provide key information that will be disseminated to the various stakeholders of the Project. At key
stages of the Project, Infosys will be required to support the review of key functionality to the
stakeholders of the Project. For example, Infosys will present to the stakeholders how key functionality
will work based on IRWD’s unique configurations. The Infosys functional lead for that specific topic will
be responsible for the development of Power Point slides to illustrate the new capability and to present
the software in a demonstration manner.
8.6.1 Project Management Reports
8.6.1.1 Weekly Status Report
The Infosys Project Manager will develop a weekly status report at the end of each week. This status
report will outline the planned accomplishments for the week versus the actual accomplishments for
the week. The report will also summarize the current status of all the deliverables, staffing issues, risks
Statement of Work
© 2012 Infosys Limited Page 98 of 142
and open issues. It will include metrics appropriate to the Project phase (# business cases, # test cases,
# defects, etc
8.6.1.2 Monthly Steering Committee Report
No less than two business days prior to the steering committee meeting, the Infosys Project Manager
will develop a series of PowerPoint slides that summarize the current status of the Project. All Project
metrics will be included with these PowerPoint slides and no additional status updates will be made
after this delivery, to ensure the Project management team has enough time to review the
presentations and prepare for the meeting.
These slides will discuss the current status, what items remain to complete for the current phase and
count key deliverable metrics for the phase and the overall Project. The intention of these
presentations is to communicate to the steering committee the current status and for the steering
committee to understand if the Project is on‐schedule. In addition these slides will discuss
accomplishments and any potential roadblocks facing the Project.
8.6.1.3 Weekly Project Schedule Updates
The Microsoft Project schedule will be updated and provided to the IRWD weekly by the Infosys PM.
The schedule should be current prior to the weekly Project management meeting. These updates will
consist of updating the key items defined as “Microsoft Project Schedule Updates”. As needed a
detailed joint review of the schedule will be conducted and updates made in real time if the team feels
this is the most productive means to reach agreement regarding the schedule.
8.7 Risk Management
Infosys, assisted by the IRWD Project Manager, will develop a Risk Management Plan that will outline
how the team will work together to identify, classify, review, and manage risks. The purpose of risk
management is to take action to reduce threats to the Project. The focus will be on reducing the threat,
not just documenting it.
A risk response plan will be developed and implemented for each risk. The identified risks will be
reviewed and updated, if needed, no less than every other week in the Project management meeting.
Infosys will create and execute the Risk Management process and associated logs, managed by the
Infosys project manager.
A risk response plan may generate a Change Order request to this Statement of Work. If that is the case,
the Change Order will be managed as outlined in Section 6.4 of this Statement of Work.
Unforeseen events that adversely affect the Project will be documented as issues, and will prompt a
review of the identified risks. These issues will be logged and available for review by the next
practicable Project management weekly meeting for review.
Statement of Work
© 2012 Infosys Limited Page 99 of 142
8.8 Quality Control
The Project Management Plan will provide additional detail regarding Project quality. In general the
Project will leverage multiple quality control points throughout the Project.
All Project deliverables, including, but not limited to, documents, hardware, and software, will be placed
under Quality Control as outlined in this Statement of Work.
8.8.1 Communication of Deliverable Delivery
The status of Project deliverables will be maintained in the agreed‐upon Project tracking tools. As each
deliverable is completed the status will be updated to note that the deliverable is ready for the other
party, typically the IRWD, to review.
The developer of the deliverable will also be required to contact (email and phone) the other party to
schedule a walkthrough to review the deliverable. In the case of document deliverables, the developer
will ensure that the other party has access to the deliverable and will allow up to 5 days for deliverable
review prior to the walkthrough. If multiple complex deliverables are delivered at the same time, the
Project Managers will agree on review priorities.
There may be several iterations of reviews as a deliverable is being prepared. For example, Infosys and
IRWD should review an early draft of a deliverable to ensure both parties agree to the general direction
taken by the preparer of the deliverable.
At the conclusion of the formal final deliverable walkthrough, the acceptance process and timeframe
begins.
8.8.2 Deliverable Acceptance Process
The acceptance procedure for all deliverables will be as follows:
When a deliverable is complete, Infosys will conduct a detailed walkthrough of the key deliverables with
the IRWD team members that are appropriate to the deliverable length and complexity. The intent of
this walkthrough is to confirm that the deliverable is correct and complete. Walkthroughs can consist of
document reviews, design reviews, presentation reviews, program demos, or other activities to confirm
that the deliverable is ready for the IRWD acceptance. The Key deliverables which will need detailed
walkthough with IRWD will be mutually agreed between Infosys and IRWD during the initiation phase of
the project.
After the walkthrough with the IRWD, the IRWD will have up to five (5) business days or mutually
agreeable timeframe to accept the deliverable. IRWD will give email acceptance of the deliverable so
that the sign off of the deliverable can be archived with the Project documentation.
If IRWD is not able to approve a deliverable, IRWD will provide Infosys with a description of what the
deficiencies of the deliverable are, via the defect‐tracking tool. The parties will meet to discuss the
deficiency of the deliverable in detail. Infosys will then provide a plan to remedy the deficiencies within
five business days (5) as per the defect process.
Statement of Work
© 2012 Infosys Limited Page 100 of 142
If this deliverable is not remedied and or approved within the agreed‐upon time frame then this process
will start the “Escalated Conflict Resolution Process” as defined Section 8.3.4 of this Statement of Work.
8.8.3 Defect Tracking Tool & Process
All deliverable defects will be tracked in the defect‐tracking tool. This includes document deliverables
(To‐Be Business Process Documents, Functional Specification Documents, etc.) as well as software and
hardware deliverables.
8.8.3.1 Classification Categories Defects will be classified by severity, type, status, and function affected. See the definition section of
this document for additional definition. These tracking categories will be mutually agreed to during the
start‐up process of the Project.
Severity
Please see the definition section of this document for the descriptions of Severity 1, 2,and 3.
Type
Defect When the system or a component of the system does not meet the stated
requirements or functional design, or does not work in a way that is generally
expected, a defect of type “defect” is recorded. A defect is a mistake, an error, a bug,
or a flaw in software, documentation or deliverables. Infosys must resolve all Severity
1, 2, and 3 defects of type “defect”, and must map unresolved Severity 3 defects back
to IRWD Client Solution Requirements sheet or the functional design document
affected.
8.8.3.2 Defect Tracking Responsibility
It will be the responsibility of all team members to log defects as they are identified. The defects will be
reviewed on a weekly basis as part of the Project management weekly meeting. It will be Infosys’s
responsibility to provide estimated completion dates for identified defects within three business days
from being logged into the tracking tool for all Severity 1 and Severity 2 defects.
8.9 Project Management Tools
8.9.1 Tracking Components
All major work activities will be tracked regarding their key status information. Key status Information
includes but is not limited to: IRWD‐responsible, Infosys‐responsible, person currently assigned, person
to sign‐off, status, percent‐complete and other attributes deemed necessary for accurate reporting.
At a minimum the following items will be tracked. Project work assignments for team members, all
contract deliverables (at the work breakdown structure level), Change Orders, Modifications/Extensions,
Interfaces, Issues, Risks, Documents, Conversion Items, To‐Be Business Processes Documents,
Configurations, Test Script Designs, Test Script Execution, Training Material Designs, Training Course
Statement of Work
© 2012 Infosys Limited Page 101 of 142
Executions, Knowledge Transfer Progress, Risks and other items deemed necessary by the IRWD Project
Manager.
Statement of Work
© 2012 Infosys Limited Page 102 of 142
9. IRWD Assistance
This Section describes the assistance IRWD will supply Infosys to meet defined services and meet its
obligations under this Statement of Work. In the event that IRWD cannot provide the required
assistance, there may be material impact on Infosys’s ability to deliver the components of the program.
This impact and required remediation will be assessed mutually and may result in a Change Order.
IRWD will provide:
The project infrastructure, such as connectivity to the servers, and Oracle RDBMS software
Secure remote VPN access to network(s)
Onsite Internet access, printers, and necessary project‐related equipment
The required software licenses for all project‐related applications as defined in this SOW.
Other information and assistance such as access to subject matter experts
The office space at Client location(s) and furnishings consistent with Client’s employees in accordance with the requirements of this Statement of Work and Pre‐engagement checklist expected 2 weeks prior to project start
Statement of Work
© 2012 Infosys Limited Page 103 of 142
10. Program Pricing
10.1 Fixed Price for the Project This is a fixed price deliverable‐based agreement for services and software. Travel and related expenses
are included in the fixed price for the Project. The pricing given below does not include pricing for any
licenses for software to be provided by IRWD as defined in this SOW. However, the pricing below
includes all software that the Infosys team may require to deliver the services defined in this SOW.
SI Services Total Fixed Price (USD)
CC&B Implementation + OBIEE + Migration + OUCSS
Implementation $ 5,325,000
10.2 Structure for Milestone Payments
10.2.1 Milestone Payments
IRWD shall pay a portion of the Fixed Price on a Milestone basis upon IRWD’s Acceptance of the Deliverables associated with that Milestone (“Milestone Payments”).
The payment of the price shall be effected as follows:
The payment of the price for Phase 1( CC&B + OBIEE) shall be effected as mentioned in the table of
deliverables.
The payment of the price for Phase 2 ( OUCSS ) shall be effected as mentioned in the table of
deliverables.
Pricing
All pricing and billing currency is in USD.
The fees are excluding all taxes like as local, sales, service; value added tax and any other transaction related taxes payable on services received by the Customer from Infosys. These would be extra and is to be borne by customer.
Credit period will be 30 days from date of receipt of invoice.
Infosys prices are exclusive of any software/hardware licensing costs.
The pricing given is for the given scope of work and agreed set of services. Any change that might have an impact on the scope, services, timeline, and any changes in the assumptions will have an impact on prices and would be handled through a contractual change management process.
Any additional travel and related expense incurred in connection with the provision of services outside the IRWD base location, undertaken at Customers request would be charged back to IRWD at actual cost.
Connectivity charges if any would be charged to the IRWD.
Statement of Work
© 2012 Infosys Limited Page 104 of 142
The Milestone dates provided above are estimated dates assuming the project start date of Feb‐2013.
In the event that change orders that involve additional costs are agreed to by the parties, each
such change orders should include its own payment terms and the percentages above will serve
as the guiding principles to determine the payment schedule.
10.3 Intellectual Property Infosys will develop, leverage and enhance tools, code components, documentation and accelerators as
part of this engagement. These tools, code components, documentation and accelerators will be Infosys
IP (Intellectual Property). Infosys will retain ownership rights of these tools, code components,
documentation and accelerators with the exclusion of data, technology and business references specific
to IRWD. Infosys will be able to license these to other utilities as per Infosys standard license agreement.
IRWD will have full rights to use Infosys intellectual property as per the terms and conditions of the
IRWD PSA and this SOW. The fees for use of Infosys intellectual property are included in the submitted
final price quote. Intellectual Property includes:
Documentation – Includes process flows beyond oracle URM, Enhanced Training documentation, Test
artifacts, Conversion templates, Configuration templates prepared by Infosys (exclusive of data,
technology and business references to IRWD).
Configuration – CC&B Configuration metadata for water utilities, incremental algorithms and business
logic plugins developed by Infosys (exclusive of data, technology and business references to IRWD).
Reporting – System Balancing Reports, OUBI Dashboards, extraction logic, ETL processing logic, all
BIP reports custom developed by Infosys (exclusive of data, technology and business references to
IRWD).
Interfaces – Framework developed for Meter read processing, Payment uploads from external
agencies, address validation & CASS certification solution, interfaces developed for credit score check
(exclusive of data, technology and business references to IRWD).
Extensions – Extensions developed by Infosys generic for other water utilities excluding the unique
requirements for IRWD (exclusive of data, technology and business references to IRWD).
Conversion – Data validation framework, Field level data mapping spreadsheet template, ETL data
mappings, input table layouts (exclusive of data, technology and business references to IRWD).
Statement of Work
© 2012 Infosys Limited Page 105 of 142
11. Project Deliverables – Milestones Mapping
Infosys Project Manager shall be responsible for the completion of the project deliverables and will work with IRWD Project Manager to
complete those deliverables listed in this Statement of Work. Infosys shall use the Infosys methodology and apply project management best
practices throughout the course of Project.
11.1 Table of Deliverables The following table identifies major deliverables for each phase. The party responsible for leading the effort or providing significant decisions
are identified under the “Lead” column. The parties required to assist in the deliverable are identified under the “Assist” column.
Payment Milestones are contingent upon the IRWD accepting all Deliverables as indicated in table below.
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
DELIVERABLES FOR Project Management Activities
2.1 to
2.21
Not
Applicable PM
Updated
Project Plan /
Schedule
Project Plan updates are performed
throughout the month and published
monthly.
The plan is updated for refinements to tasks,
percent complete and milestone completions
inclusive of resource updates and timeframe
updates. Both parties will commit to staffing
and resources to meet a rolling 3‐month
window. Approximately 21 ‐ one per month.
Infosys IRWD
3.1 to
3.21
Not
Applicable PM
Issue Logs
and Issue
Worksheets
Report that lists the issues for the project as
well as responsible resource and due date.
The report is an extract from the Issues
Database. Issues are reviewed on a regular
Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 106 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
basis by the Project Team, led by Infosys. The
frequency of the reviews is usually weekly.
The issue summary is reported in the Monthly
Status Report. Approximately 21 ‐ one per
month.
4.1 to
4.21
Not
Applicable PM
Monthly
Status
Reports
Status reports will document:
Project Management Assessment
Project Planning Activities ‐ Plan changes
By Phase, detail of prior accomplishments and upcoming activities, risks
Issue Summary
Risk Register
Key Milestone table
Financial status
Change Request History
Resource Status
Communications Status Approximately 25 ‐ one per month.
Infosys IRWD
5.1 to
5.100
Not
Applicable PM
Weekly
Status
Reports
Status reports will document:
Weekly project team assignments
Weekly project team accomplishments
Issues Review
Project Tasks Status
Etc. Approximately 100 ‐ one per week.
Infosys IRWD
6.1 to
6.100
Not
Applicable PM
Weekly
Project
Team
Team meetings will present and discuss:
Weekly project team assignments
Weekly project team
Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 107 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
Meetings accomplishments
Issues Review
Project Tasks Status
Etc. Approximately 100 ‐ one per week.
7.1 to
7.x
Not
Applicable PM
Steering
Committee
Meetings
Steering Committee meetings will be
conducted monthly (or more frequently
as needed) to present and discuss:
Monthly key accomplishments
Projected key activities for month/period ahead
Review and confirmation of key decisions, issues and risks
Program performance review
Etc.
Infosys IRWD
DELIVERABLES FOR M0 (Contract Completion and Mobilization)
0.1 M0 Mobilize
Oracle
Contract
Completed
Infosys has completed and signed contract
with Oracle Professional Services for the
resources and services as required to support
this effort and defined in this SOW.
Infosys
0.2 M0 Mobilize
IRWD
Contract
Completed
Infosys and IRWD have completed and signed
contracts services as required to support this
effort and defined in this SOW.
Infosys
0.3 M0 Mobilize
Project &
Workshop
Preparation
Infosys will develop project & workshop
preparation. Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 108 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
0.4 M0 Mobilize Project Team
Mobilized
Infosys has mobilized initial project team and
has begun project preparations onsite. Infosys IRWD
Milestone Completion 15‐Feb‐13 $150,000
Retainage $0
Net Payment (USD) $150,000
DELIVERABLES FOR M1 (Initiation)
1.1 M1 Initiation Project Plan
Defines the tasks, resources and schedule
required to complete project (including post‐
implementation tasks). For the initiation
phase of the project Infosys will deliver the
draft project plan. The first draft of the
project plan will have minimum next 90
activities planned in detail. The activities after
90 Days can be detailed out further in the
next milestones.
Infosys IRWD
1.2 M1 Initiation Project
Charter
Defines the mission, goals/objectives,
activities, boundaries, metrics and
governance of the Project.
IRWD Infosys
1.3 M1 Initiation Project Org
Chart
Defines participants and reporting
relationships. This should be part of the
Charter.
Infosys IRWD
1.4 M1 Initiation
Quality
Management
Plan
Defines how the parties will participate in
Quality Management. Infosys IRWD
1.5 M1 Initiation
Risk
Management
Plan
Defines how the parties will participate in a
Risk Management plan and how Risks will be
identified, documented, reported and
Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 109 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
handled.
1.6 M1 Initiation Communicati
on Plan
Defines the Project Strategy for
communicating internally within the Project
Team and to external users and Stakeholders.
IRWD Infosys
1.7 M1 Initiation
System
Infrastructure
Plan for
Demo and
Development
Environment
Defines the hardware, network and other
ancillary software required for the initiation
phase of the Project. Detailed Network
diagrams will be provided in Visio.
Infosys IRWD
1.8 M1 Initiation
Analysis
Workshop
Plan
Analysis workshop plan is the schedule for
conducting the functional workshops. This
plan is made in advance and published to the
business users to block their calendars
according to the functional areas to be
covered in the workshops.
Infosys IRWD
1.9 M1 Initiation
Installation
and Setup of
Project
Tracking Tool
Installation and Setup of Project Tracking
Tools such as Issue Tracker, Risk Management
Tool, Defect Tracker, etc.
Infosys and
IRWD
1.10 M1 Initiation
Project Kick‐
off Meeting
Conducted
Materials will have been created and the kick‐
off meeting held with the project team.
Infosys and
IRWD
1.11 M1 Initiation
Project
Tracking Tool
Installation
and training.
Setup and configuration of the Project
Tracking Tools. Training for project team has
been completed.
IRWD
Statement of Work
© 2012 Infosys Limited Page 110 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
1.12 M1 Initiation
Plan for the
Core Team
Training
Infrastructure
Plan for the installation of Project and system
deployment infrastructure specific to the
needs for the Core Team training
IRWD Infosys
1.13 M1 Initiation
Plan for
Project
Infrastructure
Plan for the deployment of server hardware
and related infrastructure for the
environment required for training and
Development.
Infosys IRWD
1.14 M1 Initiation
Establish
Initial Project
Infrastructure
Install and configure technology for initial
phases of project as defined in the Project
Infrastructure Plan.
IRWD Infosys
1.15 M1 Initiation Solution
Installation
Verified installation of all products (out of the
box installation) within the Solution and all
tools required for all project activities: i.e.
training, analysis, design, build, etc. Testing
of installations completed.
Infosys IRWD
1.16 M1 Initiation Boot Camp
Training
Boot Camp training has been conducted and
training materials provided to project team. Infosys IRWD
1.17 M1 Initiation
Conduct
Offshore
Team Kick Off
Infosys and IRWD will have a meeting to
check the status of the offshore team
readiness. On‐boarding of the required team
members at offshore to start the work, status
of the project management activities at
offshore for initiation phase.
Infosys IRWD
Milestone Completion 28‐Feb‐13 $254,000
Retainage $25,400
Net Payment (USD) $228,600
Statement of Work
© 2012 Infosys Limited Page 111 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
DELIVERABLES FOR M2 (Functional Workshop)
2.1 M2 Initiation
Business
Process
Change
Management
Plan/Strategy
This defines how IRWD will implement
business process changes. Infosys IRWD
2.2 M2 Initiation
Readiness
Criteria for
Cutover
Defines Readiness Criteria for Cutover. IRWD Infosys
2.3 M2 Analysis Analysis
Workshops
Business Process Analysis Workshops have
been conducted. Infosys IRWD
2.4 M2 Analysis
To‐Be
Process
Document
Per
Process/Mod
ule
To‐Be Processes documentation is
completed. Infosys
2.5 M2 Analysis
Updated
Client
Solution
Requirement
s
Client Solution Requirements updated for the
workshops completed. This will consist of the
extensions, interfaces or Reports.
Infosys
2.6 M2 Analysis
Listing of
RICE
elements
Complete documentation of RICE elements. Infosys
2.7 M2 Data
Convers‐
Data
Conversion
Conversion Plan developed, documented and
approved Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 112 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
ion Plan
2.8 M2
Data
Convers‐
ion
Data
Conversion
Strategy
Document
Conversion approach and strategy
documented and approved Infosys IRWD
2.9 M2 Initiation OCM Stakeholder Engagement Plan Infosys IRWD
Milestone Completion 16‐May‐2013 $404,000
Retainage $40,400
Net Payment (USD) $363,600
DELIVERABLES FOR M3 (Functional Specifications)
3.1 M3 Analysis
Business
Process
Document
Catalog
Completed catalog of all the To‐Be Business
Process documents. Infosys
3.2 M3 Analysis
Functional
Workshop
Activities
Sign‐off
Sign‐off indicates that all Functional
Workshop work activities and all deliverables
are complete.
IRWD Infosys
3.3 M3 Analysis
Extension
Functional
Specification
Completed Functional Specifications for each
Extension RICE item identified. Infosys
3.4 M3 Analysis
Interfaces
Functional
Specification
Completed Functional Specifications for each
interface RICE Item identified. Infosys
Statement of Work
© 2012 Infosys Limited Page 113 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
3.5 M3 Analysis
Reports
Functional
Specification
Completed Reports Specifications Document
for each reports RICE Item identified. Infosys
3.6 M3
Data
Convers‐
ion
Data
Migration
Workshops
Complete data migration workshops. Infosys IRWD
3.7 M3 Analysis
Analysis
Phase Sign‐
off
Phase Sign‐off indicates that all work
activities and all deliverables for this phase
and the project management activities have
been completed. Signoff may be conditional.
IRWD
Milestone Completion 08‐Jul‐2013 $404,000
Retainage $40,400
Net Payment (USD) $363,600
DELIVERABLES FOR M4 (Design ‐ Technical Specifications)
4.1 M4 Testing Test Strategy
Document
Completed Test Strategy and Test Plan
Document for ST, SIT and UAT Infosys IRWD
4.2 M4 Design
First Version
of Solution
Configuration
Document
Configuration information defining the
Solution. The Solution Configuration
Document will be the design for all modules
like Account, Customer and Location
management, Usage, Rates, Billing, Credit &
Collections, Conservation & Rebates etc
Infosys IRWD
4.3 M4 Design
Interfaces
Technical
Specifications
Individual technical specifications for
interfaces RICE Items Infosys IRWD
4.4 M4 Design Reports
Technical
Individual technical specifications for reports
(RICE Items for reports). Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 114 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
Specifications
4.5 M4 Design
Extensions
Technical
Specifications
Individual technical specifications for RICE
items pertaining to extensions. Infosys
4.6 M4 Design Design Phase
Sign‐off
Phase Sign‐off indicates that all work
activities and all deliverables for this phase
and the project management activities have
been completed. Signoff may be conditional
Infosys
Milestone Completion 09‐Sept‐13 $404,000
Retainage $40,400
Net Payment (USD) $363,600
DELIVERABLES FOR M5 (Data Migration Design Completion)
5.1 M5
Data
Convers‐
ion
Data
Conversion
Specifications
Detailed technical specifications for data
conversion Infosys IRWD
5.2 M5
Data
Convers‐
ion
Data
Mapping
Document
Details data conversion mapping document Infosys IRWD
5.3 M5 Design
Data
Conversion
Design Phase
Sign‐off
Phase Sign‐off indicates that all work
activities and all deliverables for this phase
and the project management activities have
been completed. Signoff may be conditional
Infosys
Milestone Completion 4‐Nov‐13 $406,000
Retainage $40,600
Net Payment (USD) $365,400
Statement of Work
© 2012 Infosys Limited Page 115 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
DELIVERABLES FOR M6 (Solution Configuration + Build)
6.1 M6 Build Base Product
Configuration Initial configuration completed and tested. Infosys
6.2 M6 Build
Updated
Solution
Configuration
Document
Configuration document updated to reflect
actual configuration. Infosys
6.3 M6 Build
Release
Management
Process
Defines how changes to environments will be
controlled. I.e. who and when medications,
configurations, etc are implemented into an
environment (instance).
Infosys IRWD
6.4 M6
Data
Convers‐
ion
Data
Conversion
Programs
Completed code and unit test the necessary
extract, transform, and load processing and
to conduct Conversions. Programs will be
developed and tested.
Infosys IRWD
6.5 M6
Data
Convers‐
ion
Data
Migration
Test Plans
and Schedule
Final Functional test plan, test schedule and
walkthrough Infosys IRWD
6.6 M6 Testing
Functional
Test Scripts
and Expected
Results
Development
Details to be used in Functional Testing, as
defined in the approved Functional Test Plan Infosys
6.7 M6 Build
Extensions
Developed,
coded and
tested
Develop and unit test all
modifications/extensions to the Solution to
satisfy the functions specified in the final
approved Business Process Analysis
Infosys
Statement of Work
© 2012 Infosys Limited Page 116 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
document and Functional Specification.
6.8 M6 Build
Interfaces
Developed,
coded and
tested
Develop and unit test all interface programs
to the Solution to satisfy the functions
specified in the final approved Business
Process Analysis document and Functional
Specification.
Infosys
6.9 M6 Build
Reports
Developed,
coded and
tested
Develop and unit test all reports, letters,
query portals, bill formats, etc. Infosys IRWD
6.10 M6 Build Build Phase
Sign‐Off
Phase Sign‐off indicates that all work
activities and all deliverables for this phase
and the project management activities have
been completed. Signoff may be conditional
Infosys IRWD
Milestone Completion 1‐Jan‐14 $807,500
Retainage $80,750
Net Payment (USD) $726,750
DELIVERABLES FOR M7 (ST)
7.1 M7 Testing Test
Execution Completion of ST Infosys
Milestone Completion 3‐Feb‐14 $580,500
Retainage $58,050
Net Payment (USD) $522,450
DELIVERABLES FOR M8 (SIT PHASE)
Statement of Work
© 2012 Infosys Limited Page 117 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
8.1 M8
Data
Convers‐
ion
Data
Migration for
SIT
Completion of conversion for SIT Infosys IRWD
8.2 M8 Testing SIT Test
Execution Completion of SIT functional testing Infosys
8.3
M8 Testing
SIT Status
Report
A final SIT Status Report will be sent by
Infosys to IRWD which will show the status of
the SIT, the open issues/defects not resolved
in SIT.s
Infosys
8.4 M8 Training Training Plan Training Plan based on the Training Needs
Assessment for both the programs. Infosys IRWD
8.5 M8 Training Training
Schedule Infosys IRWD
8.6 M8 Training
End User
Assessment
questionnaire
Infosys IRWD
Milestone Completion 10‐Mar‐14 $656,500
Retainage $65,600
Net Payment (USD) $590,400
DELIVERABLES FOR M9 (UAT)
9.1 M9
Data
Convers‐
ion
Data
Cleansing
Completed
Conduct the automated and manual data
cleansing before the data is provided to CC&B
system for data conversion. Infosys will
perform the automated data cleansing and
the manual data cleansing (if required) will be
performed by IRWD staff
Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 118 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
9.2 M9
Data
Convers‐
ion
Data
Migration for
UAT
Completion of conversion for UAT Infosys IRWD
9.3 M9
Data
Convers‐
ion
Data
Conversion
Test Reports
with Results
for each Test
Run
Once the conversion processing is unit tested,
Infosys will execute test conversions of all
data to be converted. Full conversions will be
performed regularly throughout the Project,
according to a schedule mutually agreed
between Infosys and IRWD
Infosys IRWD
9.4 M9
Data
Convers‐
ion
Reconciliatio
n Results
Once the conversion processing is unit tested,
Infosys will execute test conversions of all
data to be converted. Full conversions will be
performed regularly throughout the Project,
according to a schedule mutually agreed
between Infosys and IRWD
Infosys IRWD
9.5 M9
Data
Convers‐
ion
Reconciliatio
n and Testing
Specifications
Once the conversion processing is unit tested,
Infosys will execute test conversions of all
data to be converted. Full conversions will be
performed regularly throughout the Project,
according to a schedule mutually agreed
between Infosys and IRWD.
Infosys IRWD
9.6 M9 Testing
User
Acceptance
Test
Execution
Execution of end‐to‐end test scenarios that
will cross multiple operational areas (i.e. read
to bill). IRWD and Infosys will jointly
investigate discrepancies in results,
documenting all reconciling items. Infosys is
responsible for correcting defects caused by
Infosys
IRWD Infosys
Statement of Work
© 2012 Infosys Limited Page 119 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
9.7 M9 Cutover Installation
Checklist
Checklist defining configuration, the
extensions, interface code and the reports
will be deployed on production
Infosys IRWD
9.8 M9 Cutover Deployment
Document
Deployment document will have the detailed
steps to deploy the application on the Staging
and production environment.
Infosys IRWD
9.9 M9 Cutover
Cutover
Strategy
Document
Will document the approach to cutover
testing and cutover planning. The Strategy
will also define the Issue Management
Process for Warranty support and the Plan for
support of End Users.
Infosys IRWD
9.10 M9 Training Training
Material
a complete set of Train the trainer Training
materials for the IRWD‐specific Solution
implementation
Infosys IRWD
Milestone Completion 5‐May‐14 $380,000
Retainage $38,000
Net Payment (USD) $342,000
DELIVERABLES FOR M10 (Parallel Testing + Go Live )
10.1 M10
Data
Convers‐
ion
Data
Migration for
Parallel
Testing
Completion of conversion for Parallel testing Infosys IRWD
10.2 M10
Data
Convers‐
ion
Data
Migration
Trials and
Mock
Conversions
Completion of mock conversions Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 120 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
10.3 M10
Data
Convers‐
ion
Final
Conversion
Data
Mapping
Document
Once the conversion processing is unit tested,
Infosys will execute test conversions of all
data to be converted. Full conversions will be
performed regularly throughout the Project,
according to a schedule mutually agreed
between Infosys and IRWD
Infosys IRWD
10.4 M10 Testing Parallel
Testing
Infosys will develop the plan and scenarios
for Parallel testing and IRWD will review the
plan/scenarios to ensure maximum coverage.
IRWD and Infosys will jointly investigate
discrepancies in results, if there are any.
Infosys is responsible for correcting defects
caused by Infosys
IRWD,
Infosys
10.5 M10 Testing
Performance
Test Results
Report – First
Draft
Performance of the Solution including the
proposed production environment (operating
system, network, database and disk array
distribution) and system parameters. Based
on the manual testing done. The final
Performance test results report will be
delivered at the end of 90 Days of Warranty
support.
Infosys
10.6 M10 Deliver
Training
Training
Sessions
Completed
Infosys IRWD
10.7 M10 Cutover Cutover
Checklist
Contains all activities, whether business or
technical, which will be performed during the
mock and real cutovers.
Infosys IRWD
10.8 M10 Cutover Cutover
Completed Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 121 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
10.9 M10 Cutover
Cutover
Phase Sign‐
Off
Phase Sign‐off indicates that all work
activities and all deliverables for this phase
and the project management activities have
been completed. Sign‐off may be
conditional.
Infosys IRWD
Milestone Completion 09‐Jun‐14 $277,500
Retainage $27,750
Net Payment (USD) $249,750
DELIVERABLES FOR M11 (Completion of Warranty Support – Month 1)
11.1 M11 Warranty
Warranty
Support
Report
Month 1
Infosys
Milestone Completion 04‐Jul‐14
$101,500
Retainage $10,150
Net Payment (USD) $91,350
DELIVERABLES FOR M12 (Completion of Warranty Support Month 2)
12.1 M12 Warranty
Warranty
Support
Report
Month 2
Infosys
Milestone Completion 01‐Aug‐14 $75,000
Retainage $7,500
Net Payment (USD) $67,500
Statement of Work
© 2012 Infosys Limited Page 122 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
DELIVERABLES FOR M13 (Completion of Warranty Support ‐ Month 3 )
13.1 M13 Warranty
Warranty
Support
Report
Month 3
Infosys
Milestone Completion 29‐Aug‐14 $75,000
Retainage $7,500
Net Payment (USD) $67,500
DELIVERABLES FOR M14 (Final Acceptance)
14.1 M14 Warranty Phase 1 Final
Acceptance Infosys
14.2 M14 Warranty
Post
Implementati
on Status
Report
Infosys
14.3 M14 Warranty
Final
Performance
Test Results
Report
This is the follow‐up report for the
performance results taken as per the
performance criteria defined in section 3.0 of
this SOW.
Infosys
14.4 M14
Final
Accept‐
ance
Final
Acceptance
Sign‐off
Infosys
Milestone Completion 29‐Aug‐14
$482,500
Retainage $0
Net Payment (USD)
Statement of Work
© 2012 Infosys Limited Page 123 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
$482,500
PHASE 2 (OUCSS) MILESTONES VS DELIVERABLES MAPPING
DELIVERABLES FOR M15 (Initiation)
15.1 M15 Initiation Project Plan
Defines the tasks, resources and schedule
required to complete project (including post‐
implementation tasks). For the initiation
phase of the project Infosys will deliver the
draft project plan. The first draft of the
project plan will have minimum next 90
activities planned in detail. The activities after
90 Days can be detailed out further in the
next milestones.
Infosys IRWD
15.2
M15
Initiation
OUCSS
Performance
Baseline
Gather and report of current OUCSS
performance metrics to assist in baselining
Phase 2 performance objectives.
Infosys
15.3
M15
Initiation Project
Charter
Defines the mission, goals/objectives,
activities, boundaries, metrics and
governance of the Project.
IRWD Infosys
15.4
M15 Initiation Project Org
Chart
Defines participants and reporting
relationships. This should be part of the
Charter.
Infosys IRWD
15.5
M15 Initiation
Quality
Management
Plan
Defines how the parties will participate in
Quality Management. Infosys IRWD
15.6
M15 Initiation Risk
Management
Defines how the parties will participate in a
Risk Management plan and how Risks will be Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 124 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
Plan identified, documented, reported and
handled.
15.7
M15 Initiation Communicati
on Plan
Defines the Project Strategy for
communicating internally within the Project
Team and to external users and Stakeholders.
IRWD Infosys
15.8
M15 Initiation
System
Infrastructure
Plan for
Demo and
Development
Environment
Defines the hardware, network and other
ancillary software required for the initiation
phase of the Project. Detailed Network
diagrams will be provided in Visio.
Infosys IRWD
15.9
M15 Initiation
Analysis
Workshop
Plan
Analysis workshop plan is the schedule for
conducting the functional workshops. This
plan is made in advance and published to the
business users to block their calendars
according to the functional areas to be
covered in the workshops.
Infosys IRWD
15.10
M15 Initiation
Installation
and Setup of
Project
Tracking Tool
Installation and Setup of Project Tracking
Tools such as Issue Tracker, Risk Management
Tool, Defect Tracker, etc.
Infosys and
IRWD
15.11
M15 Initiation
Project Kick‐
off Meeting
Conducted
Materials will have been created and the kick‐
off meeting held with the project team.
Infosys and
IRWD
15.12
M15 Initiation
Project
Tracking Tool
Installation
and training.
Setup and configuration of the Project
Tracking Tools. Training for project team has
been completed.
IRWD
Statement of Work
© 2012 Infosys Limited Page 125 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
15.13
M15 Initiation
Plan for the
Core Team
Training
Infrastructure
Plan for the installation of Project and system
deployment infrastructure specific to the
needs for the Core Team training
IRWD Infosys
15.14
M15
Initiation
Plan for
Project
Infrastructure
Plan for the deployment of server hardware
and related infrastructure for the
environment required for training and
Development.
Infosys IRWD
15.15
M15 Initiation
Establish
Initial Project
Infrastructure
Install and configure technology for initial
phases of project as defined in the Project
Infrastructure Plan.
IRWD Infosys
15.16
M15 Initiation Solution
Installation
Verified installation of all products (out of the
box installation) within the Solution and all
tools required for all project activities: i.e.
training, analysis, design, build, etc. Testing
of installations completed.
Infosys IRWD
15.17 M15
Initiation Boot Camp
Training
Boot Camp training has been conducted and
training materials provided to project team. Infosys IRWD
15.18
M15 Initiation
Conduct
Offshore
Team Kick Off
Infosys and IRWD will have a meeting to
check the status of the offshore team
readiness. On‐boarding of the required team
members at offshore to start the work, status
of the project management activities at
offshore for initiation phase.
Infosys IRWD
Milestone Completion 18‐Jul‐2014 $35,000
Retainage $3500
Statement of Work
© 2012 Infosys Limited Page 126 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
Net Payment (USD) $31,500
DELIVERABLES FOR M16 (Functional and Technical Specifications)
16.1 M16 Initiation
Business
Process
Change
Management
Plan/Strategy
This defines how IRWD will implement
business process changes. Infosys IRWD
16.2
M16 Initiation
Readiness
Criteria for
Cutover
Defines Readiness Criteria for Cutover. IRWD Infosys
16.3
M16 Analysis Analysis
Workshops
Business Process Analysis Workshops have
been conducted. Infosys IRWD
16.4
M16 Analysis
To‐Be
Process
Document
Per
Process/Mod
ule
To‐Be Processes documentation is
completed. Infosys
16.5
M16
Analysis
Updated
Client
Solution
Requirement
s
Client Solution Requirements updated for the
workshops completed. This will consist of the
extensions, interfaces or Reports.
Infosys
16.6
M16 Analysis
Listing of
RICE
elements
Complete documentation of RICE elements. Infosys
Statement of Work
© 2012 Infosys Limited Page 127 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
16.7 M16 Analysis
Business
Process
Document
Catalog
Completed catalog of all the To‐Be Business
Process documents. Infosys
16.8 M16 Analysis
Functional
Workshop
Activities
Sign‐off
Sign‐off indicates that all Functional
Workshop work activities and all deliverables
are complete.
IRWD Infosys
16.9 M16 Analysis
Extension
Functional
Specification
Completed Functional Specifications for each
Extension RICE item identified. Infosys
16.10 M16 Analysis
Interfaces
Functional
Specification
Completed Functional Specifications for each
interface RICE Item identified. Infosys
16.11 M16 Analysis
Reports
Functional
Specification
Completed Reports Specifications Document
for each report RICE Item identified. Infosys
16.12 M16
Data
Convers‐
ion
Data
Migration
Workshops
Complete data migration (profile migration)
workshops. Infosys IRWD
16.13 M16 Analysis
Analysis
Phase Sign‐
off
Phase Sign‐off indicates that all work
activities and all deliverables for this phase
and the project management activities have
been completed. Signoff may be conditional.
IRWD
16.14 M16 Testing Test Strategy
Document
Completed Test Strategy and Test Plan
Document for ST, SIT and UAT Infosys IRWD
16.15 M16 Design
First Version
of Solution
Configuration
Configuration information defining the
Solution. The Solution Configuration
Document will be the design for all modules
Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 128 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
Document like Customer Registration, Bill Viewing,
Payments, Profile management, Analytics etc
16.16 M16 Design
Interfaces
Technical
Specifications
Individual technical specifications for
interfaces RICE Items Infosys IRWD
16.17 M16 Design
Reports
Technical
Specifications
Individual technical specifications for reports
(RICE Items for reports). Infosys IRWD
16.18 M16 Design
Extensions
Technical
Specifications
Individual technical specifications for RICE
items pertaining to extensions. Infosys
16.19 M16 Design Design Phase
Sign‐off
Phase Sign‐off indicates that all work
activities and all deliverables for this phase
and the project management activities have
been completed. Signoff may be conditional
Infosys
Milestone Completion 12‐Sep‐2014 $70,000
Retainage $7,000
Net Payment (USD) $63,000
DELIVERABLES FOR M17 (Solution Configuration + Build)
17.1 M17 Build Base Product
Configuration Initial configuration completed and tested. Infosys
17.2 M17 Build Updated
Solution
Configuration document updated to reflect
actual configuration. Infosys
Statement of Work
© 2012 Infosys Limited Page 129 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
Configuration
Document
17.3 M17 Build
Release
Management
Process
Defines how changes to environments will be
controlled. I.e. who and when modifications,
configurations, etc are implemented into an
environment (instance).
Infosys IRWD
17.4 M17
Data
Convers‐
ion
Data
Conversion
Programs
Completed code and unit test the necessary
extract, transform, and load processing and
to conduct Conversions. Programs will be
developed and tested.
Infosys IRWD
17.5 M17
Data
Convers‐
ion
Data
Migration
Test Plans
and Schedule
Final Functional test plan, test schedule and
walkthrough Infosys IRWD
17.6 M17 Testing
Functional
Test Scripts
and Expected
Results
Development
Details to be used in Functional Testing, as
defined in the approved Functional Test Plan Infosys
17.7 M17 Build
Extensions
Developed,
coded and
tested
Develop and unit test all
modifications/extensions to the Solution to
satisfy the functions specified in the final
approved Business Process Analysis
document and Functional Specification.
Infosys
17.8 M17 Build
Interfaces
Developed,
coded and
tested
Develop and unit test all interface programs
to the Solution to satisfy the functions
specified in the final approved Business
Process Analysis document and Functional
Specification.
Infosys
Statement of Work
© 2012 Infosys Limited Page 130 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
17.9 M17 Build
Reports
Developed,
coded and
tested
Develop and unit test all reports, letters,
query portals, bill formats, etc. Infosys IRWD
17.10 M17 Build Build Phase
Sign‐Off
Phase Sign‐off indicates that all work
activities and all deliverables for this phase
and the project management activities have
been completed. Signoff may be conditional
Infosys IRWD
Milestone Completion 14‐Nov‐2014 $105,000
Retainage $10,500
Net Payment (USD) $94,500
DELIVERABLES FOR M18 (Completion of ST + SIT)
18.1 M18 Testing Test
Execution Completion of ST Infosys
18.2 M18
Data
Convers‐
ion
Data
Migration for
SIT
Completion of profile migration for SIT Infosys IRWD
18.3 M18 Testing SIT Test
Execution Completion of SIT functional testing Infosys
18.4 M18 Testing SIT Status
Report
A final SIT Status Report will be sent by
Infosys to IRWD which will show the status of
the SIT, the open issues/defects not resolved
in SIT.
Infosys
Statement of Work
© 2012 Infosys Limited Page 131 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
18.5 M18 Training Training Plan Training Plan based on the Training Needs
Assessment for both the programs. Infosys IRWD
18.6 M18 Training Training
Schedule Infosys IRWD
18.7 M18 Training
End User
Assessment
questionnaire
Infosys IRWD
Milestone Completion 19‐Dec‐2014 $70,000
Retainage $7,000
Net Payment (USD) $63,000
19.1 M19
OUCSS
UAT + Go
Live
Completion
of UAT & Go
Live
The deliverables listed below will be
completed for the Milestone M19.
19.2 M19
OUCSS
UAT
Data
Migration for
UAT
Completion of conversion (profile migration)
for UAT. IRWD Infosys
19.3 M19
OUCSS
UAT
Data
Conversion
Test Reports
with Results
for each Test
Run
Once the conversion processing is unit tested,
Infosys will execute test conversions of all
profile data to be converted. Full conversions
will be performed regularly throughout the
Project, according to a schedule mutually
agreed between Infosys and IRWD.
IRWD Infosys
19.4 M19 OUCSS
UAT
Reconciliatio
n Results
Once the conversion processing is unit tested,
Infosys will execute test conversions of all IRWD Infosys
Statement of Work
© 2012 Infosys Limited Page 132 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
data to be converted. Full conversions will be
performed regularly throughout the Project,
according to a schedule mutually agreed
between Infosys and IRWD
19.5 M19 OUCSS
UAT
Reconciliatio
n and Testing
Specifications
Once the conversion processing is unit tested,
Infosys will execute test conversions of all
data to be converted. Full conversions will be
performed regularly throughout the Project,
according to a schedule mutually agreed
between Infosys and IRWD.
IRWD Infosys
19.6 M19 OUCSS
UAT
User
Acceptance
Test
Execution
Execution of end‐to‐end test scenarios for
OUCSS. Infosys is responsible for correcting
defects caused by Infosys
IRWD Infosys
19.7 M19 OUCSS
UAT
Installation
Checklist
Checklist defining configuration, the
extensions, interface code and the reports
will be deployed on production.
Infosys IRWD
19.8 M19 OUCSS
UAT
Deployment
Document
Deployment document will have the detailed
steps to deploy the application on the Staging
and production environment.
Infosys IRWD
19.9 M19 Cutover
Cutover
Strategy
Document
Will document the approach to cutover
testing and cutover planning. The Strategy
will also define the Issue Management
Process for Warranty support and the Plan for
support of End Users.
Infosys IRWD
19.10 M19 Training Training
Material
A complete set of train the trainer Training
materials for the IRWD‐specific Solution
implementation
Infosys IRWD
Statement of Work
© 2012 Infosys Limited Page 133 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
19.11 M19
Perform‐
ance
Testing
Performance
Test Results
Report – First
Draft
Performance of the Solution including the
proposed production environment (operating
system, network, database and disk array
distribution) and system parameters. Based
on the manual testing done. The final
Performance test results report will be
delivered at the end of Warranty support.
Infosys IRWD
19.12 M19 Training
Training
Sessions
Completed
Infosys IRWD
19.13 M19 Cutover Cutover
Checklist
Contains all activities, whether business or
technical, which will be performed during the
mock and real cutovers.
Infosys IRWD
19.14 M19 Cutover Cutover
Completed
Cutover for Phase 2 completed and the
application up and running on production. Infosys IRWD
Milestone Completion 19‐Jan‐2015 $35,000
Retainage $3500
Net Payment (USD) $31,500
20.1 M20 Warranty
Completion
of Warranty
Support ‐
Month 1
Infosys
Milestone Completion 13‐Feb‐2015 $35,000
Statement of Work
© 2012 Infosys Limited Page 134 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
Retainage $3500
Net Payment (USD) $31,500
21.1 M21 Warranty
Completion
of Warranty
Support ‐
Month 2
Infosys IRWD
NA
22.1 M22
Final
Accept‐
ance
Final
Acceptance
22.2 M22
Final
Accept‐
ance
Post
Implementati
on Status
Report
Infosys
22.3 M22
Final
Accept‐
ance
Final
Performance
Test Results
Report
This is the follow‐up report for the
performance results taken as per the
performance criteria defined in section 3.0 of
this SOW.
Infosys
22.4 M22
Final
Accept‐
ance
Final
Acceptance
Sign‐off
Infosys
Milestone Completion 12‐Mar‐2015 NA
Retainage $0.00
Statement of Work
© 2012 Infosys Limited Page 135 of 142
Deliver
able
No.
Payment
Milestone Phase Name Deliverable Description/Definition Lead Assist
Estimated
Completion
Date
Payments
(USD)
Net Payment (USD) $35,000
M# Description Milestone Date
Services Amount Retainage Amount Net Payment (USD)
M0 Contract Completion & Mobilization 15‐Feb‐13 $ 150,000.00 $ ‐ $ 150,000.00
M1 Initiation Complete 28‐Feb‐13 $ 254,000.00 $ 25,400.00 $ 228,600.00
M2 Functional Workshop 16‐May‐13 $ 404,000.00 $ 40,400.00 $ 363,600.00
M3 Functional Specifications 8‐Jul‐13 $ 404,000.00 $ 40,400.00 $ 363,600.00
M4 Design ‐ Technical Specifications 9‐Sep‐13 $ 404,000.00 $ 40,400.00 $ 363,600.00
M5 Data Migration Design Completion 4‐Nov‐13 $ 406,000.00 $ 40,600.00 $ 365,400.00
M6 Solution Configuration + Build 1‐Jan‐14 $ 807,500.00 $ 80,750.00 $ 726,750.00
M7 Completion of ST 3‐Feb‐14 $ 580,500.00 $ 58,050.00 $ 522,450.00
M8 Completion of SIT 10‐Mar‐14 $ 656,000.00 $ 65,600.00 $ 590,400.00
M9 Completion of UAT 5‐May‐14 $ 380,000.00 $ 38,000.00 $ 342,000.00
M10 Go Live 9‐Jun‐14 $ 277,500.00 $ 27,750.00 $ 249,750.00
M11 Completion of Warranty Support ‐ Month 1 4‐Jul‐14 $ 101,500.00 $ 10,150.00 $ 91,350.00
M12 Completion of Warranty Support ‐ Month 2 1‐Aug‐14 $ 75,000.00 $ 7,500.00 $ 67,500.00
M13 Completion of Warranty Support ‐ Month 3 29‐Aug‐14 $ 75,000.00 $ 7,500.00 $ 67,500.00
M14 Final Acceptance 29‐Aug‐14 $ 482,500
TOTALS $ 4,975,000.00 $482,500.00 $4,975,000.00
Statement of Work
© 2012 Infosys Limited Page 136 of 142
OUCSS Payment Milestones:
M# Description Milestone Date Services Amount
Retainage Amount
Net Payment (USD)
M15 Initiation Complete 18‐Jul‐14 $35,000 $3,500 $31,500
M16 Design ‐ Technical Specifications 12‐Sep‐14 $70,000 $7,000 $63,000
M17 Solution Configuration + Build 14‐Nov‐14 $105,000 $10,500 $94,500
M18 Completion of ST + SIT 19‐Dec‐14 $70,000 $7,000 $63,000
M19 Completion of UAT & Go Live 19‐Jan‐15 $35,000 $3,500 $31,500
M20 Completion of Warranty Support ‐ Month 1
13‐Feb‐15 $35,000 $3,500 $31,500
M21 Final Acceptance ‐ Month 2 12‐Mar‐15 $0 $0 $0
M22 Final Acceptance 12‐Mar‐15 $0 $35,000
TOTALS $350,000 $35,000 $350,000
Statement of Work
© 2012 Infosys Limited Page 137 of 142
12. Travel & Expense Policies
12.1 General Principles All travel costs are included in the base price for the proposed services. For the duration of the services
defined in this SOW, IRWD will not be billed for any travel‐related or any other Project‐related expenses.
However, In the event that change orders that involve additional travel costs are mutually agreed to by
the parties, Infosys will bill the travel involved (as part of the change order execution) as actual costs
incurred.
Statement of Work
© 2012 Infosys Limited Page 138 of 142
IN WITNESS WHEREOF, the parties have executed this Statement of Work by their authorized
representatives as of the date first written above.
Infosys Limited Irvine Ranch Water District, Irvine, CA
___________________________ ______________________________
Authorized Signatory Authorized Signatory
___________________________ ______________________________
Name Name
___________________________ ______________________________
Title Title
Statement of Work
© 2012 Infosys Limited Page 139 of 142
Appendix 1. Updated Proposal Document
The updated proposal consists of the following documents.
A 1.1 Updated Proposal Summary
This document identify adjustments that Infosys has made to their initial proposal. It represents
changes to Infosys’ original proposal that are required to deliver the proposed solution. These changes
were identified during the due diligence phase.
File: IRWD Post DD Session Response Final.pptx
A 1.2 Functional Checklist
This document contains a list of requirements that will be delivered by Infosys. The document identifies
the effort required to deliver these requirements (i.e. whether configuration, modification, etc.). Note
that this is not a complete list of requirements to be delivered, but only a subset. All requirements are
represented by the complete set of documents comprising the Client Solution Requirements as defined
in this SOW.
File: IRWD STAR Requirements Final.xlsx
A 1.3 Price Detail Sheets
This document contains the detailed breakdown of all costs associated with the services to be delivered
by Infosys. Payment for these services is subject to the payment rules and acceptance critieria defined
within the SOW and the Agreement.
File: IRWD_Attachment_B_Price Sheet IRWD update 12‐10.xlsx
A 1.4 Project Plan
This document contains the initial project plan for Phase 1 and Phase 2 of the project.
File: IRWD_CCB‐Project Plan_Final 2012‐12‐10.mpp
Statement of Work
© 2012 Infosys Limited Page 140 of 142
Appendix 2. Clarifying Requirements Document
These documents were provided to Infosys during the due diligence phase to provide clarification and
additional information on the requirements to be delivered by Infosys under this SOW.
File 1: Interface ‐ Hosted Backflow Assembly Test Tracking System.pdf
File 2: IRWD CCP Interface Process_ Document v1.0_IRWD.docx
File 3: Batch jobs that communicate data between IRWD and Fiserv.docx
File 4: IRWD Customer Web Portal_1.docx
File 5: IRWD WEB Portal Flows for Phase 1.xlsx
Statement of Work
© 2012 Infosys Limited Page 141 of 142
Appendix 3. Request for Proposal
These documents contain the intial RFP distributed by IRWD. Some of the requirements within the
orginal RFP were adjusted as reflected in the “Clariying Requirements Document” (see Appendix 1) or
the “Updated Proposal Document” (see Appendix 2).
File 1: IRWD RFP for SI ‐ Oracle CCB Implementation.pdf
File 2: IRWD Attachment A1 ‐ Professional Services Agreement ‐ Sample.pdf
File 3: IRWD Attachment A2 ‐ Professional Services Agreement ‐ Sample Exhibit B Compensation
Schedule.pdf
File 4: RWD Attachment A3 ‐ Professional Services Agreement ‐ Sample Exhibit C Variance Form
Sample.pdf
File 5: IRWD Attachment B ‐ Proposal Section 13 Price Sheets.xlsx
File 6: IRWD Attachment C ‐ Proposal Section 11 Instructions for the Use of STAR.pdf
File 7: IRWD Attachment D ‐ Enterprise Network.pdf
File 8: IRWD Attachment E ‐ Proposal Response Format.docx
File 9: IRWD Attachment F ‐ Schedule of Rates and Charges.pdf
Statement of Work
© 2012 Infosys Limited Page 142 of 142
Appendix 4. Initial Proposal Document
These documents were submitted by Infosys in response to IRWD’s RFP. Infosys’ proposal was adjusted
are reflected in the “Updated Proposal Document” (see Appendix 1).
File 1: IRWD RFP Response‐Infosys.docx
File 2: IRWD_Requirements_Response_Infosys.pdf
File 3: IRWD_Appendix_1_Implementation Schedule‐Project Plan‐Infosys.pdf
File 4: IRWD ‐ Appendix_3_Infosys Case Studies‐Infosys.docx
File 5: IRWD ‐Appendix_4 Infosys Key Profiles‐Infosys.docx
File 6: IRWD_Attachment_B_‐_Proposal_Section_13_Price_Sheets‐Infosys.xlsx
File 7: Infosys Case Studies.docx
File 8: Resumes.docx
File 9: IRWD_RFP_Managed_Services_Response‐Infosys.docx
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