03-25-04 Agenda Special CITY COMMISSION ~
SPECIAL MEETING - THURSDAY, MARCH 25, 2004
6:00 P.M. CITY COMMISSION CHAMBERS ~993
2001
The City will furnish appropriate auxiliary aids and services where necessary to afford an individual
with a disability an equal opportunity to participate in and enjoy the benefits of a servqce, program or
activity conducted by the City. Contact Doug Randolph at 243-7127, 24 hours prior to the program
or activity in order for the City to reasonably accommodate your request. Adaptive listening devices
are available for meetings in the Comrmssion Chambers.
SPEClAL MEE TING AGENDA
Pursuant to Section 3.12 of the Charter of the City of Delray Beach, Mayor Jeff Perlman, has
instructed me to announce a Special Meeting of the City Commission to be held for the following
purposes:
TELESTAFF AUTOMATED SCHEDULING PROGRAM/POLICE DEPARTMENT:
Consider approval of a contract award to Principal Decision Systems International (PDSI) in the
amount of $56,525.00 for the Telestaff Automated Scheduling Program for the Police
Department. Funding is available from 115-2112-521-64.90 (Special Projects Fund/Other
Machinery/Equipment).
2. COMMISSION COMMENTS.
Please be advised that if a person decides to appeal any decision made by the City Commission with
respect to any matter considered at this meeting, such person v~fll need to ensure that a verbatim
record includes the testimony and evidence upon which the appeal is based. The City neither
provides nor prepares such record.
CITY COMMISSION
CITY OF DELRAY BEACH~ FLORIDA
SPECIAL MEETING - THURSDAY~ MARCH 25~ 2004
6:00 P.M. - COMMISSION CHAMBERS
AGENDA ADDENDUM
THE SPECIAL AGENDA IS AMENDED BY ADDING THE FOLLOWING ITEM:
SP.2 PROPOSAL FOR SETTLEMENT OF THE CLAIMS AGAINST OFFICER MAKI.ER
IN THE CASES OF:
Boys, Veronica Lynn v. City of Delray Beach
Anna Chandler, et al v. City of Delray Beach
Leroy & Delores Hoffert v. City of Delray Beach
William & Lmda Lanagan v. City of Delray Beach
Megan & Linda Lawson v. City of Delray Beach
Ida Montenero, Bill Jozwiak & Sylvia Jozwiak v. City of Delray Beach
Charles F. Van Deusen v. City of Delray Beach
Karen Whitehead v. City of Delray Beach
Ema Yockl, Marearm Ajyer & Redon Ajyer v. City of Delray Beach
Consider acceptance of the settlement presented subject to the receipt of appropriate releases. Staff
recommends acceptance.
********************************************************************************
Please be advised that if a person decides to appeal any decision made by the City Commission with
respect to any matter considered at this meeting, such person will need to ensure that a verbatim
record includes the testimony and evidence upon which the appeal is based. The City neither
provides nor prepares such record.
CITY I)F DELRri¥ BEI gH
CITY ATTORNEY'S OFFICE oo.w
TELEPHONE 561/243-7090 · FACSIMILE 561/278-4755
DELRAY BEACH
AI.Ame~ City DATE:
FROM:
SUBJECT:
MEMORANDUM
March 25, 2004
City Commission
David Harden, City Manager
Susan A. Ruby, City Attorney
Settlement of the Claims Against Officer Makler in the Cases of:
Boys, Veronica Lynn v. City of Delray Beach
Anna Chandler, et al v. City of Delray Beach
Leroy & Delores Hoffert v. City of Delray Beach
William & Linda Lanagan v. City of Delray Beach
Megan & Linda Lawson v. City of Delray Beach
Ida Montenero, Bill Jozwiak & Sylvia Jozwiak v. City of Delray Beach
Charles F. Van Deusen v. City of Delray Beach
Karen Whitehead v. City of Delray Beach
Erna Yockl, Mareann AiYer & Redon Aiyer v. City of Delray Beach
The counsel for Plaintiffs in the nine cases listed above has offered to settle all
claims against Officer Makler. Plaintiffs have stated that $2,500 would settle all
cases. Currently, Officer Makler is represented by Fred Gelston and the City is
represented by Steve Radford. The costs of defense in the cases would far
exceed $2,500 and thus, our office and the counsel mentioned above recommend
the City accept the settlement presented subject to the receipt of appropriate
releases, etc.
This offer was given to me at approximately 11:00 a.m. today, thus, due to the fact
our next meeting is not until April 13, 2004, I am requesting the agenda be
de this item.
SAI~:c~-':
Cc: Barbara Garito, City Clerk
Chief Larry Schoeder, Delray Beach Police Department
Fred Gelston, Esq.
Steve Radford, Esq.
Catherine Kozol, Police Legal Advisor
Gene Montfort, Gallagher Bassett
Kucmerowski, Carolanne
From:
Sent:
To:
Subject:
Shutt, Brian
Tuesday, March 23, 2004 3:07 PM
Kucmerowski, Carolanne
FW: TELESTAFF LICENSE AGREEMENT revised 3-23-04.doc
TELESTAFF
ENSE AGREEMENT!
arolanne, here is the latest draft of the Telestaff agreement.
couple of changes to it. Thanks.
R. Brian Shutt
Assistant City Attorney
200 N.W. 1st Avenue
Delray Beach, FL 33444
(561)243-7091
Fax (561)278-4755
shutt@ci.delray-beach.fl.us
We made a
..... Original Message .....
From: McCollom, William E.
Sent: Tuesday, March 23, 2004 2:14 PM
TO: Shutt, Brian
Subject: TELESTAFF LICENSE AGREEMENT revised 3-23-04.doc
TELESTAFF LICENSE AND ANNUAL SERVICE AGREEMENT
This Agreement ("AGREEMENT") made by and between Principal Decision Systems Intamational ('PDSI") that has its pdncipel place of
business at 625 The City Drive South, Suite t90, Orange, CA 92868, and City of Delrav Beach ('CUSTOMER"), that has its principal place
of business at 100 NW First Avenue. Delrav Beach. FL 33444, shall be subject to the following terms and conditions:
Whereas, PDSI has developed a telecommunications/computer technology which consists of certain software known as TELESTAFF; and
Whereas, PDSl imposes certain license requirements on customers desirous of purchasing a license for TELESTAFF; and
Whereas, CUSTOMER wishes to contract with PDSI to: (1) implement a license to use TELESTAFF, (2) train CUSTOMER on its
configuration and use, and (3) as applicable, implement all licenses necessary to use TELESTAFF; and
Whereas, PDSI is willing to contract with CUSTOMER to: (1) grant CUSTOMER a license to use TELESTAFF, (2) train CUSTOMER on its
configuration and use, and (3) as applicable, grant all licenses necessary to use TELESTAFF;
Now, therefore, in consideration of the mutual covenants and agreements herein contained and other good and valuable consideration, the
receipt and sufficiency of which is hereby acknowledged, and intending to be legally bound hereby, PDSI and CUSTOMER do hereby agree as
follows:
1. OwnershiD and License of TELESTAFF..
Except as provided herein at paragraph 2(b), PDSI hereby grants to CUSTOMER a license to use TELESTAFF in object code form.
CUSTOMER shall abide by the terms and conditions of this license as stated herein. The parties recognize and acknowledge that
ownership of TELESTAFF shait remain with PDSI
2. Coovrinht and Proortatarv Protection.
(al TELESTAFF is owned by PDSI, and is protected by United States and intemational copyright laws and international bade
provisions. CUSTOMER must treat TELESTAFF like any other copyrighted material. This License and CUSTOMER's right to
use TELESTAFF shall terminate automatically if CUSTOMER violates any part of this AGREEMENT. In the event of termination
for any reason other than non-renewal of Service and Support as described herein at Section 10, CUSTOMER must immediately
return TELESTAFF and accompanying documentation to PDSI.
(b) CUSTOMER shall not:
(i)
Modify TELESTAFF and/or merge it into another program for CUSTOMER use except by express, written permission from
PDSI. Any portion of TELESTAFF merged into another program following the express, written permission from PDSI will be
subject to the terms of this AGREEMENT;
(ii) Reverse engineer, disassemble, decompile, or make any attempt to discover the source code or methodology of
TELESTAFF.
Execuflq~ Date. The Execution Date is defined as the date this AGREEMENT is signed by an authorized agent of CUSTOMER.
Term. This AGREEMENT is effective and binding upon PDSI and CUSTOMER upon the Execution Date as defined in paragraph 3
herein and shall remain in effect for a term of one (1) year, unless terminated as provided herein. This AGREEMENT may be
ranewsd on an annual basis ucon the aDDroVal of both oarties.
Product Outlona. The following consfitu~s a list of TELESTAFF components and associated fees that CUSTOMER does hereby
agree to purchase from PDSI available in connection with the use of TELESTAFF. See Appendix A for the definition of TELESTAFF
Hardware Components and Appendix B for the definition of Implementation Services.
Comuonent Fee
TELESTAFF Software License for 250 Staff Members $ 35,000
WEBSTAFF - PDSI Hosted Setup and First Year Service $ 2,500
TELESTAFF Implementation Services $ 20,000
Hardware - Enterprise Server Qty: I $ 4,500
Additional Sybase Concurrent Connections Qty: 1 $ 125
4 port Dialogic Card with 4 Dongles Qb/: I $ 1,400
Total Initial Acqutaltlon Cost
$7,000 Discount for signed contract by March 3t, 2004
$ 63,625
(-7,000)
New total with Dtscount: $56,525
6. Pricing. PDSI agrees to the fees reflected above in paragraph 5 until Marcfl 31. 2004.
Rcvi~iot~ 7:5'LA 070103
7. Pavmenta. CUSTOMER agrees that all pflcing and amounts due hereunder am based on United States currency and that all
amounts remaining unpaid for more than thirty (30) days following the date of the invoice shall be subject to an interest cha~ge at the
monthly rate of 1.5%. CUSTOMER does hereby agree to the payment terms for each component.
Component Due
TELESTAFF Software License and applicable Sales Tax On Execution Date
TELESTAFF Implementation Services Net 30 Days from Execution Date
TELESTAFF Hardware Components Net 60 Days from Execution Date
8. Travel Exsansas. CUSTOMER agrees to pay for all customer travel expenses related to TELESTAFF implementation and training
services as defined in Appendix B. Reference Appendix B.
9. Imelementatlon Services. Implementation Services include configuration of TELESTAFF as defined in Appendix B. CUSTOMER
acknowledges that additional training and/or mconfiguration requested by CUSTOMER will be at an additional cost.
10. Annual Service and Suooort. Service and Support of TELESTAFF is provided at no additional charge dudng the first twelve (12)
months following the Execution Date. See Appendix C for the definition of Service and Support. CUSTOMER does hereby
acknowledge that on each anniversary of the Execution Date, CUSTOMER may renew service and support under the following
Event
TELESTAFF - 1 st Anniversary of the Execution Date
(18% discount for signed contract by 3/31104)
Subsequent anniversaries during term
$ 6,300
5% maximum increase over previous period
Should CUSTOMER elect not to renew Service and Support on the anniversary of any Execution Date, CUSTOMER acknowledges
that any subsequent re-enrollmeof for Service and Support will only be accepted by PDSl after CUSTOMER cures the previous lapse
in Service and Support by paying PDSI the Service and Support fee for the lapsed befieds. In addition, CUSTOMER acknowledges
that PDSl may assess CUSTOMER a Service and Support re-instatement fee that will not exceed ten percent (10%) of the Service
and Support fee for the lapsed periods. PDSI reserves the right to discontinue Service and Support of previous releases of TeleStaff
and WebStsff as defined in Appendix C.
11. WabStaff Usage: Access to TeleStaff via the web is provided through the WebStaff application hosted by PDSI. CUSTOMER does
hereby acknowledge that on each event and for the fee specified below, CUSTOMER can renew access to WebStsff:
Event
I st Anniversary of the Execution Date
Subsequent armiversades during term
$ 5,760
5% maximum increase over previous period
Should CUSTOMER elect not to renew WebStaff access or fail to pay the usage fee specified above in advance the subsequent 12
month paried, CUSTOMER acknowledges that PDSI will disable CUSTOMER access to WebStaff.
12. Limited Warranty. PDSI WARRANTS TELESTAFF TO BE FREE FROM DEFECTS IN MATERIALS AND WORKMANSHIP UNDER
NORMAL USE AND TO OPERATE IN REASONABLE ACCORDANCE WITH TELESTAFF USER MANUALS. HOWEVER, PDSI
DOES NOT WARRANT THAT THE FUNCTIONS CONTAINED IN TELESTAFF WILL MEET CUSTOMER'S REQUIREMENTS OR
THAT THE OPERATION OF TELESTAFF WILL BE UNINTERRUPTED OR ERROR FREE. THE LIMITED WARRANTY SET FORTH
HEREIN IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
13. Limitation of Liability. PDSrS ENTIRE LIABILITY AND CUSTOMER'S EXCLUSIVE REMEDIES SHALL BE THE REPLACEMENT
OF TELESTAFF UPON NOTIFICATION OF REPORTED DEFICIENCIES. IN NO EVENT WILL PDSI BE LIABLE TO CUSTOMER,
OR ANY THIRD PARTY, FOR ANY CLAIMS OR DAMAGES, INCLUDING ANY LOST WAGES, LOST PROFITS, LOST SAVINGS
OR OTHER INCIDENTAL OR CONSEQUENTIAL DAMAGES, ARISING OUT OF THE USE OR INABILITY TO USE TELESTAFF
EVEN IF PDSl HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
14. Indemnification. To the extent parrnitted by law each party to this Agreement shall hold harmtess and indemnify the other, and its
directors, officers, employees and agents, from/for any and all liability claims, losses, and/or damages suffered by the other party,
arising from or directly related to this Agreement, which is/are atthbutable to the negligent or intentional misconduct of the other party.
15. Termination. This AGREEMENT shall terminate upon the following events:
(a) In the case of an event of default (if CUSTOMER or PDSI fails to satisfy any of its respective covenants, duties or obligations
under this AGREEMENT), the non-defaulting party shall have the option to terminate this AGREEMENT. In the event of default,
the non-defaulting party shall give written notice to the defaulting party of the alleged default and give such party at least sixty
(60) days in which to cure the alleged default. If the defaulting party does not satisfactorily cure its default, the non-defaulting
party has the right to terminate upon sixty (60) days additional written notice stating the defaulting party's failure to cure the
default;
(b) By mutual consent between beth parties;
(c) After the Initial term of the AGREEMENT, upon ninety (90) days written notice to the other party.
RcviWmt T,'~L,,I
16. Eecrow. PDSI will provide CUSTOMER the TeleStaff source code provided that PDSI is no longer in business and that it cannot
provide support even though CUSTOMER has rersained in compliance with PDSI's Service and Suppod plan as defined in Section 10
above.
17. Mlsceltan~K~U~ pmvtslons.
(a) Amendments. This AGREEMENT shall not be modified or amended except by another agreement in writing executed by the
parties hereto.
(b) Entire AGreement. This AGREEMENT, including Appendices A, B, and C attached hereto, supersedes all pdor discussions,
understanding and agreement between the parties with respect to the matters contained herein, and constitutes the entire
agreersent between the parties with respect to the matters contemplated herein.
(c) Govemina Law. This AGREEMENT shall be construed and enforced in accordance with the laws of the State of Fledda.- Venue
shall be in Patrs Beach County. Ftorida.
(d) Aesionabilit~. This AGREEMENT shall inure to the benefit of and be binding upon the parties hereto, their respective heirs,
successors, assigns and personal representatives.
IN WITNESS WHEREOF, the parties have signed this AGREEMENT on the day and year flint above written.
PDSI
By:
City of Delrav Beach (CUSTOMER)
By:
Title: Title:
Date: 11/04/2003 Date:
3
Appendix A - TelaStaff Hardware Components
Computers purchased throngh PDSI are manufactured by I~11 Computer Corporation. Each computer is built to the specifications required by
TeleStaff and includes components necessary to operate the features of each TeleStaff product model. Each computer is quality tested by Dell
and is delivered to CUSTOMER ready to operate as intended.
Following are the basic features and components included for each TeleStaff computer hardware option:
TeleStaff Basic Server
· Infel Pentium 2 GHz proceseor o~ better
· 512 MB or greafer RAM
· 40 GB or larger Hard Drive
· 48x CD-ROM Drive
· 17" SVGA Monitor
· V.90 Data/Fax Modem
· Multimedia with speakers and microphone
· Keyboard and mouse
· Microsoft Windows XP Pro License
· Iomega 250M Zip Ddve
· 4 houm 7 x 24 onsita service (3 yearn)
TeleStaff Tele~)honv Server
· TeleStaff Basic Server ~lus:
· 4 pert Dialogic Telephony system
· Telephony system dongles (4 port)
TeleStaff Database Server
· TeleStaff Basic Server plus:
· Sybase Studio database license (1 concorrent user)
· Sybase Client database license (3 concurrent usam)
TeleStaff Enterorlee Server
· TeleStaff Basic Server ~lus:
· 4 port Dialogic Telephony system
· Telephony system dongles (4 port)
· Sybase Studio database license (1 concurrent user)
· Sybase Client database license (3 cencun'ent users)
A.-I
I?cWWo~l 7~%'L~4 -070103
Appendix B - TeleStaff Implementation Services Partnership A;Ireement
For the fee specified in paragraph 5 of this AGREEMENT, PDSI will train CUSTOMER staffing administrators on the operation of TeleStaff and
will train CUSTOMER on how to configure the TeleStaff system using CUSTOMER data. The following steps compdse the TeleStaff
implementation services:
Hand-Off:
Dudng this intemal phase, the appropriate PDSI account representative transfers information on the CUSTOMER
to the PDSl Implementation Manager (tM}. The IM is a project manager who is responsible for coordinating all
activities necessary to implement TeleStaff for the CUSTOMER. Dudng this phase, PDSI will send the
CUSTOMER an Implementation Welcome Packet containing an overview of the Implementation Process and
information on how to prepare for TeleStaff.
Kick-Off:
During the Kick-Off phase, the IM and CUSTOMER hold a conference cell to review the Welcome Packet, to
establish CUSTOMER contacts required by PDSI dudng the Implementation Process, and to set dates for the 5
day Implementation Training held at PDSL
Preparation:
Dudng the Preparation phase, the IM and CUSTOMER will hold a conference cell to review TeleStaff data fields,
to instruct the CUSTOMER on how to use the data import tool, and to instruct the CUSTOMER on how to analyze
and document their staffing rules. Also dudng this phase, PDSI provides the CUSTOMER with the necessary
installation documentation and ships the TeleStaff hardware to the CUSTOMER.
Training:
implementation Training is held at PDSI over the course of 5 consecutive business days. Implementation
Training witi include two distinct classes. The first class is a TeleStaff Administrator Training Class that provides
instruction on the operation of TeleStaff. instruction is hands-on, train the trainer format, with a guided workbook.
This training course will take up to two 8-hour days to comp[ete, and is limited to two (2) staff members. The
second class, Configuration Training, is designed for the CUSTOMER'S business rules experts. A PDSI
configuration analyst will train the CUSTOMER on how to configure TeleStaff using the CUSTOMER'S database.
This training course will take up to three 8-hour days to complete, and is limited to two (2) staff members.
Fo~ information on additional advanced training courses offered by PDSI, please contact your TeleStaff
Implementation Manager or your Account Executive.
B-1
Appendix C - Annual Service and Support
All Software Errors repo,'ted by CUSTOMER shall be resolved as sst forth below. Initial response by PDSI will be based upon CUSTOMER's
full description of the problem. Resolution response will be based upon the priority assigned by PDSl as defined below. If CUSTOMER
determines that a Software Error exists, CUSTOMER shall notify PDSI by telephone. Telephone notification will be made to PDSI's support line
at (800) 850-7374.
'Normal Business Hours" are 8:00 AM through 5:00 PM (Pacific Standard Time), Monday through Friday, excluding holidays.
The main support line will be answered either by an attendant or automated attendant at all hours. Dudng Normal Business Hours, each trouble
report will be assigned a Help Desk Log Number. The Log Number shall be used for all subsequent inquiries relating to the original problem.
During Normal Business Hours, the attendant will ring the TeleStaff Support Department and the call will be handled according to the priority
assigned by PDSL In the case of pdbety-one problems, as noted below, CUSTOMER may be able to speak directly to a TeleStaff Support
Representative if one is available. Outside of Normal Business Hours, Priority I support, as described in this appendix, will be made avaitable
through a pager system. The phone number is 800-850-7374. Priority I support is available 24 hours per day, 7 days per week to
CUSTOMER's with LIVE status. All other problems will be handled on a callback basis. If requested or so stipulated in the response time
criteria below, a PDSl representative will return the call in a manner consistent with the priority and order in which the call was received.
CUSTOMER shall make eveP/ effort to respond to PDSl in a timely fashion when requests are made to follow-up calls or additional
documentation on the reported problem.
Pdodties ars assigned as follows:
PrtoHtyOna
Hours of Availability:
Description:
initial Response:
Notification:
24 hours/day, 7 days/week
A critical software error that severely impacts the ability of CUSTOMER to perform ALL automated
staffing functions (TeleStaffis down). This level of priority is only available to CUSTOMER's that are
using TeleStaff in a production environment (LIVE accounts ONLY).
During Normal Business Hours, immediate response if a Support Representative is available. Otherwise, PDSI will
respond with a call back within one hour. Outside of Normal Business Hours (including holidays), PDSl will respond
with a call back within two hours.
PDSI will work aggressively to provide CUSTOMER with a werkaround solution or to completely resolve the problem.
It is the responsibility of CUSTOMER to alert PDSI of a possible Priority-One issue. PDSI will update CUSTOMER of
progress frequently dudng problem resolution and noti~ CUSTOMER once the werkaround has been provided or the
problem has been resolved.
Priority Two
Hours of Availability:
Description:
Initial Responss:
Resolution Response:
Notification:
Monday through Friday, 6:30 AM fo 6:00 PM, Pacific Standard Time.
A non-critical software error, which prevents the user from performing a data entry or system administration function.
These do not include cosmetic, documentation, or reporting problems. These also do not include questions or
inquiries regarding the oporstion of the software or its installation and training.
During Normal Business Hours, PDSl will respond with a call back within three hours. Outside of Normal Business
Hours (including holidays), PDSI will respond with a call back the next business day
PDSI will provide a workaround for CUSTOMER when possible. PDSI will provide a problem resolution in the form of
an Upgrade or modification to the Software in an upcoming Update.
PDSI will notify CUSTOMER when a workaround has been provided or the problem has been resolved.
Priority Three
Hours of Availability:
Description:
Initial Response:
Resolution Response:
Notification:
Monday through Fdday, 6:30 AM to 6:00 PM, pacific Standard Timel
All other software or documentation enors not described above. These include but are not limited to:
· Reporting errors or calculation proi31ems
· Misspellings
· Product Enhancement requests
· Questions or inquiries relating to TeleStaff Software functionality, system administration or installation
PDSI will respond to these items if specifically requested to do so at the time of the request. If a reply is requestedl
PDSt will respond within an average of twenty-four (24) hours during Normal Business Hours.
PDSi will correct documentation errors in upcoming releases of the documentation.
If requested, PDSI will notify the CUSTOMER when a werkaround has been provided or the problem has been
C-1
MEMORANDUM
TO:
FROM:
SUBJECT:
DATE:
MAYOR AND CITY COMMISSIONERS
CITY MANAGER~_
AGENDA ITEM $$ ~,~,- - SPECIAL MEETING OF MARCH 2S. 2004
TELESTAFF AUTOMATED SCHEDULING PROGRAM/POLICE
DEPARTMENT
MARCH 19, 2004
This is before Commission to approve contract award to Principal Decision Systems International
(PDSI) in the amount of $56,525.00 for the Telestaff Automated Scheduling Program for the Police
Department. Our Fire Department has been using the fire module of this software for some time and
is well pleased with it.
Funding is available from 115-2112-521-64.90 (Special Projects Fund/Other Machinery/Equipment).
Recommend approval of contract award to Principal Decision Systems International (PDSI) in the
amount of $56,525.00 for the Telestaff Automated Scheduling Program for the Police Deparmient.
S:\City Clerk\agenda memos \Telesta fE Police.Dept.03.25.04
Joseph L. Schroeder
Chief of Police
TO: City Manager David T. Harden crr¥ MANAGER
FROM: Chief Joseph L. Schroeder~'K~¢~-,/~-~
Delray Beach Police
Department All-gme ,,Ci
300 West Atlantic Avenue, Delray Beach, Florida 33444-3695 ' ]]]]V
(561) 243-7888 Fax (561) 243-7816
MEMORANDUM R! OEIVI D 2001
DATE:
March 15, 2004
SUBJECT: TELESTAFF AUTOMATED SCHEDULING PROGRAM
Scheduling is one of the most time-consuming administrative tasks taken on by a
multitude of different supervisors and employees. W~th a 24/7 operation and the myriad
of extra duty, off duty and special event staffing, scheduling is cdtical to our ability to
accomplish our mission. Our research into this issue has led us to what we feel is the
best solution. The most effective and efficient means of managing our scheduling
demands can be found in the Telestaff Automated Scheduling Program. I am sure after
you review the attached material you too will agree and will authorize the purchase of
this program.
This purchase is in keeping with our philosophy of utilizing technology to its fullest which
in tums allows our employees to better utilize their time. This program allows for proper
scheduling, documentation, as well as benefits that up to now required the time and
attention of staff personnel. With this program we can enhance the department's
requirements for efficiency while at the same time provide a greater benefit to our
employees and our customers.
Although the initial purchase may seem high, through our analysis, this expenditure
would be made up very quickly and would more than pay for itself year after year. I
would request that we utilize Federal Forfeiture monies to accomplish this purchase,
another savings to the City. Finally, we do have an opportunity to save an additional
$7,000.00 if we make a decision before March 31, 2004.
I am confident that after your review of our proposal that you will support and authorize
the purchase of the Telestaff Automated Scheduling Program for the Police
Department. Should you have any questions, I am, of course, available at your
convenience.
JLS/ppt
Attachments
Serving with P.R.LD.E.
Professionalism, Respect, Integrity, Diversity and Excellence
DELRAY BEACH POLICE DEPARTMENT
MEMORANDUM
TO:
FROM:
Chief Joseph L. Schroeder
Major William McColl~~/
Deputy Chief of Polic~¥" ~
DATE: March 12, 2004
SUBJECT: TELESTAFF AUTOMATED SCHEDULING PROGRAM
As a twenty-four hour emergency service organization, which is heavily focused on
citizen service and satisfaction, the scheduling and management of personnel has
become a fulltime responsibility. The tracking of leave time, overtime, and
compensation time, alone, has strained the organization and left the administration
with inadequate methods to analyze staffing or project future staffing requirements.
For several years we have attempted to determine a hard and fast relief factor, amid a
whirlwind of leave forms and ad-hoc leave practices. Recently, the lieutenants were
tasked with tracking training time and reducing overtime, which has become another
arduous task compounded by an inefficient scheduling system.
The scheduling of special events and assigning officers to details is also an hour-
intensive process that would benefit from the dght automated scheduling and repealing
system. This function constitutes 70% of one employee's time and, depending on the
time of the year, can capitalize the employee's entire work week.
After several years of evaluating automated scheduling systems, staff is recommending
the purchase of the TeleStaff automated staffing and scheduling program. The
program cost is $56, 525; however, based on a conservative return-on-investment
analysis the department would recoup its cost after six (6) months.
Backaround
With the reorganization of the Police Department into our current district configuration
staffing and scheduling has become a complex task. To accommodate three districts
and the support personnel, the department conveded the schedule into a Microsoft
Word form, which allowed the sergeants to note who was on-duty or who was using
leave. The form, however, provided no utility beyond the single user; other than a
historical record. Any information such as payroll, leave accrual, or overtime accrual
remains a separate function that is manually transferred from several other forms and
later compiled into individual reports. The separation of these functions creates delays
SUBECT:
DATE: MARCH 12, 2004
PAGE: 2
TELESTAFF AUTOMATED SCHEDUUNG PROGRAM
in repoding, inaccuracies, and, inevitably, it is a cumbersome task to evaluate staffing
issues.
A recent survey of our personnel responsible for scheduling and payroll indicated that
several ovedaps of effort and several hours are being dedicated to this function.
Although the estimates are just that, the results of the survey indicate that the
department stands to gain significant returns if they choose to invest in a fully
automated staffing and scheduling program. Supervisors estimate they spend 1-2 hours
per day creating lineups and then changing the lineup once an officer calls in sick or
takes leave they were unaware of because another supervisor approved the leave
without their knowledge. It is also estimated that the special events coordinator spends
70% of her time staffing special events and filling details. This equates to 5.6 hours per
day of an &-hour employee's time. Depending on the time of the year, 100% of her time
may be dedicated to this function.
Search for a better way
In late 1998, at the request of Chief Schroeder, we began a search for a scheduling
system that would satisfy all of the requirements of the department. Initially, it was felt
that a simple scheduling system that addressed only the operational component of the
department would be adequate. It was believed that a system with these minimal
capabilities would be less costly and would be easier to implement.
In 1999, the depadment purchased Schedule Soft, which guaranteed compatibility with
the current computer operating system and included a limited report generation
capability. Schedule Soft was flexible enough to accommodate the various schedules
that were being used. Soon after the purchase of Schedule Soft, the City migrated to
Windows 2000/NT and Schedule Soft was no longer compatible with the operating
system. Several attempts were made through the company to correct the issue;
however, the department was unable to complele the implementation and
abandoned the use of Schedule Soft.
Still desiring to have computer based scheduling, other products were evaluated,
including; Time Tracker- Asgard Systems, Inc. and TeleStaff - Principal Decision Systems
International and several others were viewed.
TeleStaff was the only product that met---actually exceeded--the requirements of the
depaflment. Upon evaluating TeleStaff it was apparent that we were looking too
shallow at the benefits that scheduling software could give to the depadment. Unlike
other products, TeleStaff offers a full range of integrations with legacy systems such as
HTE, Crystal Reports, Access, and Excel, to name only a few we currently use.
TeleStaff was the only program evaluated that could be customized to our department
and offered a software/hardware solution that automatically calls personnel to
announce overtime opportunities and allow them to accept or decline the opportunity.
SUBECT:
DATE: MARCH 12, 2004
PAGE: 3
TELESTAFF AUTOMATED SCHEDULING PROGRAM
Dbcu~ion
TeleStaff is an innovative, highly customizable, constant staffing, overtime management
and notification software/hardware program designed by Principal Decision Systems
International (PDSI). Specifically designed for public safety agencies, TeleStaff
integrates the PC and telephone, allowing employees to submit leave requests, check
schedules and receive instructions over the phone or by fax.
In the event of a shift vacancy, TeleStaff will produce a list of eligible candidates to till
the vacancy. TeleStaff can then automatically phone candidates until the vacancy is
tilled, thus saving supervisors and managers countless hours over the course of the year.
TeleStaff incorporates an advanced telephone notification system. An advanced query
system can sort and select individuals to contact with a prerecorded message. For
example, if a vendor requests an off-duty officer for an extra-duty detail, TeleStaff can
automatically call each eligible employee and notify them of the overtime opportunity.
TeleStaff records that the employee has received and acknowledged the message. By
following the eligibility and list rules established by the department, TeleStaff ensures
compliance with the fair and equitable distribution of overtime and provides a
defensible document in the event the distribution of overtime is challenged.
Officers will have access to TeleStaff via the department computers and by telephone.
An optional additional feature will allow officers to access TeleStaff via the Intemet.
Officers will be able to check their schedule, see when shift vacancies need coverage,
request time off and call in sick (if allowed by our policies).
Officers can submit request for time off or call in sick via the computer or through the
automated telephone system. Depending upon configuration, TeleStaff can
automatically approve the request if staffing levels and department policy allows.
TeleSfaff will update the shift roster, indicating the granted time off request.
If staffing levels do not allow for automatic approval, the request can be forwarded to
a supervisor for review and action. If the supervisor decides to grant the request or if a
sick leave request results in a vacancy that must be tilled, TeleStaff will prepare a list of
eligible employees to fill the vacancy. The capabilities offered by TeleStaff will vastly
improve and streamline the time it will take to till shift vacancies, fill detail staffing and
provide tracking abilities we have never had before, but desired.
The Director of Support Services advises that five telephone lines can be made
available to support TeleStaff. In addition, MIS reports that our network will support
TeleStaff. Both entities have reviewed TeleStaff and agreed with purchase, including the
software and hardware.
The initial cost for the purchase, configuration, implementation and support for TeleStaff
is $56,525. This included the software and hardware needed to support the program.
The basic program will allow up to four individuals to access TeleStaff simultaneously.
SUBECT:
DATE: MARCH 12, 2004
PAGE: 4
TELESTAFF AUTOMATED SCHEDULING PROGRAM
Fiscal Impact
We are requesting to use Federal Forfeiture funds to suppod the initial purchase,
configuration, implementation and support of the TeleStaff program. The initial
purchase includes the first year of service and suppod from TeleStaff technicians. There
will be a recurring annual cosf of $6,300.00 for service and suppod beginning one year
after the execution of fhe contract with TeleStaff, which includes program updates and
enhancemenfs. This annual fee will be subject to a 5% maximum increase over the
previous year. The TeleStaff representative repods that fhere will be no replacement
costs associated with the hardware or software.
Under the current system it is estimated that the cost to the Police Department is
approximately $274,607 in staff time annually to process scheduling related tasks. Based
on other public safety departments' justificatians to purchase TeleStaff, it is prajected
that implementation of the TeleStaff pragram will reduce that cost to manage staffing
by 70-90%. Based on our estimates, we believe we can reduce our costs by at least
50%, which will equate to a savings of $76,693 in the first year of implementation. For
further explanation af how these savings were projected, a Return on Investment
Calculator is attached (Attachment "A").
We believe these savings are conservative, because they are based only on the affect
the scheduling program will have on Patrol Operations. In reality, the program would be
implemented department-wide to the benefit of all of our employees, which would
increase our savings.
The staff would like to purchase the TeleStaff system prior to March 31, 2004 to take
advantage of a $7,000 discount being offered by TeleStaff. If we are able to make the
purchase within this timeframe, the training and configuration will be scheduled
sometime in September 2004. Full implementation will be mapped out to conclude in
late October 2004.
Attached for your review are the TeleStaff License and Annual Service Agreement, the
Return on Investment Calculations, and several testaments by other agencies that
currently use the TeleStaff scheduling software.
As a last note, Cathy Kozol, our Legal Advisor, has reviewed the contract and it has
been modified to meet aur requests.
WEM/ppt
Attachments
TELESTAFF LICENSE AND ANNUAL SERVICE AGREEMENT
RevL~ion TSLA -070103
This Agreement ('AGREEMENT') made by and between Principal Decision Systems International ('PDSI') that has its principal place of
business at 625 The Cit~ Drive South. Suite 190, Orange, CA 92868, and City of Delmv Beach ('CUSTOMER'), that has its pdncipel place
of business at t00 ~ First Avenue. Delrav Beach. FL.. 33444. shall be subject to the following terms and conditions:
INherses, PDSI has developed a tstecemmunications/cemputer technology which consists of certain software known as TELESTAFF; and
Whereas, PDSI imposes certain license requirements on customers desirous of purchasing a license for TELESTAFF; and
~Nhereas, CUSTOMER wishes to contract with PDSI to: (1) implement a license to uso ~LESTAFF, (2) train CUSTOMER on its
configuration and use, and (3) as applicable, impisrneot all licenses necessap/to use TELESTAFF; and
Whereas, PDSI is willing to centmct with CUSTOMER to: (1) grant CUSTOMER a license to use TELESTAFF, (2) train CUSTOMER on its
configuration and use, and (3) as applicable, grant all licenses necessary to use TELESTAFF;
Now, therefore, in consideration of the mutual covenants and agreements herein contained and other good and valuable consideration, the
receipt and sufficiency of which is hereby acknowledged, and intending to be legally bound beroby, PDSI and CUSTOMER do hereby agree as
follows:
1. Ownershio and License of TELESTAFF.
Except as provided herein at paragraph 2(b), PDSI hereby grants to CUSTOMER a license to use TELESTAFF in object code form.
CUSTOMER shall abide by the terms and conditions of this license as stated herein. The parties recognize and acknowledge that
ownership of TELESTAFF shall remain with PDSI
2. Coovriaht and Proorleterv Protection.
(a) TELESTAFF is owned by PDSI, and is protected by United States and international copyright laws and intemational trade
provisions. CUSTOMER must treat TELESTAFF like any other copyrighted material. This License and CUSTOMER's right to
use TELESTAFF shall terminate automatically if CUSTOMER violates any part of this AGREEMENT. In the event of termination
for any roason other than non-renewal of Service and Suppori as described herein at Section 10, CUSTOMER must immediately
return TELESTAFF and accompanying documentation to PDSI.
(b) CUSTOMER shall not:
(i)
(ii)
Modify TELESTAFF and/or merge it into another program for CUSTOMER use except by express, written permission
from PDSI. Any portion of TELESTAFF merged into another program follOW~og the express, written permission from
PDSI will be subject to the terms of this AGREEMENT;
Reverse engineer, disassemble, decompile, or make any attempt to discover the source code or methodology of
TELESTAFF.
Execution Date. The Execution Date is defined as the date this AGREEMENT is signed by an authorized agent of CUSTOMER.
Term. This AGREEMENT is effective and binding upon PDSI and CUSTOMER upon the Execution Date as defined in paragraph 3
herein and shall remain in effect for a term of one (1) year, unless terminated as provided herein. On each anniversary date
thereafter, this AGREEMENT shall automatically renew for a term of one (1) year, unless othen~ise terminated as provided heroin.
Product Ontlons. The following constitutes a list of TELESTAFF components and associated fees that CUSTOMER does hereby
agree to purchase from PDSl available in connection with the use of TELESTAFF. See Appendix A for the definition of TELESTAFF
Hardware Components and Appendix B for the definition of Implementation Services.
Initial Comoonent Fee
TELESTAFF Sottware Ucense for 250 Staff Members $ 35,000
W~BSTAFF - PD~I Hosted Setup and First Year Service $ 2,500
TELESTAFF Implementation Sendces $ 20,000
Hardware - Eoterpnse Sen, er Qty: I $ 4,500
Additional Sybase Concurrent Connections Qty: I $ 125
4 port Dlalogic Card with 4 Doflgles Qty: I $ 1,400
Total Ini~al Acquisition
$?,000 Discount for signed contract by March 31, 2004
$ 63,525
(-7,000)
New total with Discount: $56,525
6. Priclne. PDSI agrees to the fees reflected above in paragraph 5 until March 31. 2004.
Revision TSL~ -070103
7. Pavmente. CUSTOMER agrees that all pricing and amounts due hereunder are based on United States currency and that all
amounts remaining unpaid for mo~e than thirty (30) days following the ddte of the invoice shall be subject to an interest charge at the
monthly rate of 1.5%. CUSTOMER does hereby agree to the payment terms for each component.
In,al Commment Due
TELESTAFF Software Ucense and applicable Sales Tax On Execution Date
TELESTAFF Implementation Services Net 30 Days from Execution Date
TELESTAFF Hardware Components Net 60 Days from Execution Date
8. Travel Exoenees. CUSTOMER agrees to pay for all customer travel expenses related to TELESTAFF implementation and training
services as defined in Appendix B. Roference Appendix B.
9. Iropteme,Lation Services. Implementation Services include configuration of TELESTAFF as defined in Appendix B. CUSTOMER
acknowledges that additional training and/or reconflguration requested by CUSTOMER will be at an additional cost.
10. AnnuatServioeandSupfloft. Service and Support ~f TELESTAFF is pr~vided at n~ additi~na~ charge during the ~rst tweive (12)
months following the Execution Date. See Appendix C for the dat~nition of Service and Support. CUSTOMER does hereby
acknowledge that on each annivemary of the Execution Date, CUSTOMER may renew service and support under the following
Initial Event
TELESTAFF- 1at Anniversary of the Execution Date
(18% discount for signed contract by 3/31/04)
Subsequent anniversaries dudag term
5% maximum increase over previous pedod
Should CUSTOMER elect not to renew Service and Support on the anniversary of any Execution Date, CUSTOMER acknowledges
that any subsequent re-enrollment for Service and Support will only he accepted by PDSl after CUSTOMER cures the previous lapse
in Service and Support by paying PDSI the Service and Support fee for the lapsed periods. In addition, CUSTOMER acknowtedges
that PDSl may assess CUSTOMER a Service and Support re-inststement fee that will not exceed ten percent (10%) of the Service
and Support ~ for the lapsed pehods. PDSI reserves the right to discontinue Service and Support of previous releases of TeleStaff
and WebStaff as defined in Appendix C.
1 I. WebStaff Usage: Access to TeleStatf via the web is provided through the WebSteff application hosted by PDSI. CUSTOMER does
hereby acknowledge that on each event and for the fee specified below, CUSTOMER can renew access to WebStaff:
Event
I st Anniversary of the Execution Date
Subsequent anniversaries durfag term
$ 5,760
5% maximum increase over previous period
Should CUSTOMER elect not to renew WebStaff access or fail to pay the usage fee specified above in advance the subsequent 12
month period, CUSTOMER acknowtedges that PDSI will disable CUSTOMER access to WebStaff.
12.
Limited Warranty. PDSI WARRANTS TELESTAFF TO BE FREE FROM DEFECTS IN MATERIALS AND WORKMANSHIP UNDER
NORMAL USE AND TO OPERATE IN REASONABLE ACCORDANCE WITH TELESTAFF USER MANUALS. HOWEVER, PDSI
DOES NOT WARRANT THAT THE FUNCTIONS CONTAINED IN TELESTAFF WILL MEET CUSTOMER'S REQUIREMENTS OR
THAT THE OPERATION OF TELESTAFF WILL BE UNINTERRUPTED OR ERROR FREE. THE LIMITED WARRANTY SET FORTH
HEREIN IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
13.
Uroitation of Uabilitv. PDSrS ENTIRE LIABILITY AND CUSTOMER'S EXCLUSIVE REMEDIES SHALL SE THE REPLACEMENT
OF TELESTAFF UPON NOTIFICATION OF REPORTED DEFICIENCIES. IN NO EVENT WILL PDSI BE LIABLE TO CUSTOMER,
OR ANY THIRD PARTY, FOR ANY CLAIMS OR DAMAGES, INCLUDING ANY LOST WAGES, LOST PROFITS, LOST SAVINGS
OR OTHER INCIDENTAL OR CONSEQUENTIAL DAMAGES, ARISING OUT OF THE USE OR INABILITY TO USE TELESTAFF
EVEN IF PDSI HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
14.
15.
Indemnitica'don. To the extent pormittod by law each party to this Agreement shall hold harmless and indemnify the other, and its
directors, officers, employees and agents, from/for any and all liability claims, losses, and/or damages suffered by the other party,
arising from or direotty related to this Agreement, which is/are attributable to the negligent or intentional misconduct of the other party.
Termination. This AGREEMENT shall terminate upon the following events:
la)
In the case of an event of default (if CUSTOMER or PDSI tells to sefisf¥ any of its respective covenants, d~ties or obligations
under this AGREEMENT), the non-defaultiog party shall have the option to terminate this AGREEMENT. In the event of default,
the non~lefaultiog party shall give written notice to the dofaulfing party of the alleged default and give such party at least sixty
(60) days in which to cure the alleged default. If the defaulting party does not setistectodly cure its deteuit, the non-defaulting
pa~y has the right to terminate upon sixty (60) days additional written notice stating the defaulting party's failure to cure the
default;
lb) By mutual consent between both parties;
lc) After the initial term of the AGREEMENT, upon ninety (90) days written notice to the other party.
Revision TSLA -070103
16. Escrow. PDSI will provide CUSTOMER the TeleStaff source code provided that PDSI is no longer in business and that it cannot
provide support even though CUSTOMER has remained in compliance with PDSI's Service and Support plan as defined in Section 10
above.
t7. Ml~c,~lla ceous Provisions.
(a) Amendments. This AGREEMENT shall not be modified or amended except by another agreement in writing execu~l by the
parties hereto.
(b) Entire A(~reement. This AGREEMENT, including Appendices A, B, and C attached hereto, supersedes all pdor discussions,
understanding and agreement between the parties with respect to the matters contained herein, and constitutes the entire
agreement between the parties with respect to the matters ceotempleted herein.
(c) Govemine Law. This AGREEMENT shall be construed and enforced in accordance with the laws of the State of California,
(d) Assianabilitv. This AGREEMENT shall inure to the benefit of and be binding upon the parties hereto, their respective heirs,
successors, assigns and personal representatives.
IN WITNESS WHEREOF, the parties have signed this AGREEMENT on the day and year flint above written.
PDSI
By:
Delmv Beach Police De~a~mrent (CUSTOMER)
By:
Title: Title:
Date: 11/04~2003 Date:
Appendix A - TeleStaff Hardware Components
Rev~ion TSLA -070103
Computers purchased through PDSI are manufactured by Dell Computer Coq~mtion. Each computer is built to the specifications reduimd by
TeleSteff and includes components necessary to operate the features of each TeleStaff product model. Each computer is quality tested by Dell
and is delivered to CUSTOMER ready to operate as intended.
Following are the basic features and components included for each TeleStaff computer hardware option:
TeleStaff Basic Sewer
· Intel Pentium 2 GHz processor or better
· 512 MB or greater RAM
· 40 GB or larger Hard Drive
· 48x CD-ROM Drive
· 17' SVGA Monitor
· V.90 Data/Fax Modem
· Multimedia with speakers and microphone
· Keyboard and mouse
· MicrosoffW~ndows XP Pro License
· Iomega 250M Zip Drive
· 4 hours 7 x 24 onsite service (3 years)
Till~lAdf Telephony Sewer
· TeleStaff Basic Server plus:
· 4 port Dialegic Telephony system
· Telephony system dongles (4 port)
Tel~Stalf Database Server
· TeleStaff Basic Sewer plug:
· Sybase Studio database license (1 concurrent user)
· Sybase Client database license (3 concurrent users)
TeleStaff Entemrtse Server
· TeleStaff Basic Server plus:
· 4 port DialogicTelephony system
· Telephony system dongles (4 pert)
· Sybase Studio database liconse (1 concurrent ucer)
· Sybase Client database license (3 concurrent users)
A-1
Rev~ionE~£A -070103
Appendix B - TeleStaff Implementation Services PertnemhiD Aqreement
For the fee specified in paragraph 5 of this AGREEMENT, POSI will train CUSTOMER staffing administratom on the operation of TeleStaff and
will train CUSTOMER on how to configure the TeleStaff system using CUSTOMER data. The following steps comprise the TeleStaff
Implementation sen~ices:
Hand-Off:
Dudng this internal phase, the appropdete PDSI account representative transfers information on the CUSTOMER
to the PDSI Implementation Manager (IM). The IM is a project manager who is responsible for coordinating all
activities necessary to implement TeleStaff for the CUSTOMER. During this phase, PDSl will send the
CUSTOMER an Implementation Welcome Packet containing an overview of the Implementation Process and
information on how to prepare for TeleStaff.
Kick-Off:
During the Kick~)ff phase, the IM and CUSTOMER hold a conferenco cell to review the Welcome Packet, to
establish CUSTOMER contacts required by PDSI during the Implementation Process, and to set dates for the 5
day Implementation Training held at PDSI.
Preparation:
Dudng the Preparation phase, the mM and CUSTOMER will hold a conference cell to review TeleStaff data fields,
to instruct the CUSIOMER on how to use the data import tool, and to lestmct the CUSTOMER on how to analyze
and document their staffing rules. Also during this phase, PDSI provides the CUSTOMER with the necessary
installation documentation and ships the TeleStaff hardware to the CUSTOMER.
Training:
Implementation Training is held et PDSI over the course of 5 consecutive business days. Implementation
Training will include two distinct classes. The first class is a TeleStaff Administrator Training Class that provides
instruction on the operation of TeleStaff. Instruction is hands-on, train the trainer fon~at, with a guided wod(book.
This training course will take up to two 8-hour days to complete, and is limited to two (2) staff members. The
second class, Configuration Training, is designed for the CUSTOMER'S business rules experts. A PDSI
configuration analyst will train the CUSTOMER on how to configure TeleStaff using the CUSTOMER'S database.
This training course will take up to three 8-hour days to complete, and is limited to two (2) staff members.
For information on additional advanced training courses offered by PDSI, i)lease contact your TeleStaff
Implementation Manager or your Account Executive.
B-1
Appendix C - Annual Service and Suo~ort
All Sottwam Errors reported by CUSTOMER shall be resolved as set forth below. Initial response by PDSI will be based upon CUSTOMER's
full description of the problem. Resolution response will be based upon the pfiodty assigned by PDSl as de~ned below. If CUSTOMER
determines that a Software Error exists, CUSTOMER shall notify POSl by telephone. Telephone notification will be made to PDSI's support line
at (800) 850-7374.
"Normal Business Hours' are 8:00 AM through 5:00 PM (Pacific Standard Time), Monday through Fnday, excluding holidays.
The main support line will be answered either by an attendant or automated attendant at all hours. Dudng Normal Business Hours, each trouble
report will be assigned a Help Desk Lng Number. The Lng Number shall be used for all subsequent inquiries relating to the odginal problem.
During Normal Business Hours, the attendant will dng the TeiaStaff Support Deparbnent and the call will be handiad according to the pdodty
assigned by PDSL th the case of priority-one problems, as noted below, CUSTOMER may be able to speak directly to a TeiaStaff Support
Representative if one is available. Outside of Normal Business Hours, Pdority 1 support, as descdbed in this appendix, will be made available
through a pager system. The phone number is 800-850-7374. Priority 1 support is available 24 hours per day, 7 days per week to
CUSTOMER's with LIVE status. Ali other problems will be handled on a callback basis. If requested or so stipulated in the response time
criteria below1 a PDSI representative will return the call in a manner consistent with the priority and order in which the call wes received.
CUSTOMER shall make every effort to respond to PDSl in a timely fashion when requests are made to follow-up calls or additional
documentation on the reported problem.
Priorities are assigned as follows:
Priory One
HoUrs of Availabilify:
DescdpSon:
Initial Response:
Resolution Response:
Notification:
24 hours/day, 7
A critical software error that severely impacts thc ability of CUSTOMER to perform ALL automated
stat'ting functions (TeleStaffis down). This level of priority is only available to CUSTOMER's that are
using TeleStaff in a production environment (LIVE accounts ONLY).
Dudng Normal Business Hours, immediate response if a Support Representative is available. Otherwise, PDSI will
respond with a call back within one hour. Outside of Normal Business Hours (including holidays), PDSI will respond
with a call back within two hours.
PDSI will wod( aggressively to provide CUSTOMER with a workaround solution or to completely resolve the problem.
It is the responsibility of CUSTOMER to alert PDSI of a possible Priority-One issue. PDSI will update CUSTOMER of
prngress frequently dudng problem resolution and notify CUSTOMER once the workaround has been provided or the
problem has been resolved.
P~omy Two
Hours of Availability:
Description:
Initial Response:
Resolution Response:
Notification:
Monday through Friday, 6:30 AM fo 6:00 PM, Pacific Standard T~me.
A non-critical software error, which prevents the user from pon~orming a data entry or system administration function.
These do not include cosmetic, documentatian, or reporting problems. These also do not include questions or
inquiries regarding the operation of the software or its installation and training.
During Norma~ Business Hours, PDSl will respond with a call back within three hours. Outside of Normat Business
Hours (including holidays), PDSI will respond with a call back the next business day
PDSl will provide a workaround for CUSTOMER when possible. PDSI will provide a probiam resolution in the form of
an Upgrade or modification to the Software in an upcoming Update.
PDSI will notify CUSTOMER when a workaround has been provided or the problem has been resolved.
Hours of Availability:
Description:
Initial Response:
Resolution Response:
Notification:
Monday through Friday, 6:30 AM to 6:00 PM, Pacific Standard 'Rme.
All other software or documentation errors not described above. These include but are not limited to:
· Reporting errors or calculation prebiams
· Documentation inaccuracies
· Cosmetic issues
· Misspellings
Product Enhancement requests
· Questions or inquiries relating to TeiaStaff Sottware functianality, system administration or installation
PDSI will mepond to these ~ it specifically requested to do so at the time of the request. If a reply is requested,
PDSl will respond within an average of twenty-four (24) hours during Normal Business Hours.
PDSI will correct documentation errors in upcoming roleasos of the documentation.
If requested, PDSl will notify the CUSTOMER when a workaround has been provided or the probiam has been
resolved.
C-I
TELESTAFF AUTOMATED SCHEDULING PROGRAM ATTACHMENT "A"
TeleStaff Cost 3ustification
Return on Investment (ROI) Calculator
Note: This calculator is for estimation purposes only. PDS! makes no guarantee of financial savings using TeleStaff
SecUon t. Current Situation Analvsds
Historically, TeleStaff substantially ~:luces the amount of time spent by staff in planning, preparing, and managing duty
rostem and related exceptions. Use the following template to compute the current cost of these activities.
ACUV~
Staffing (Sgt Scheduling)
Staffing (Sgt. Process O/T-Time Off Forms)
Staffing (Lt. Process O/T-Time Off Forms)
Staffing Special Events / Details)
Staffing (Admin. Asst - O/T reporting)
Staffing (Payroll)
Cost of O/T-Time Off Forms
Total Current Cost to manage staffing
(Avg)/ C(Mt / Hour
~ (Avg)
12
12
4
1
3
1
33.13
33.13
38.52
19.96
16.96
18.33
365
365 $ 42rl,79
12 $ 916
260 $
$ 2,000
$
Section X~. Proposed TeleStaff Sv~em Cost
Software License for [~'~lstaff membem
WebStaff - PDS! Hosted Setup and First Year Service
Implementation Services
Hardware
Discount applied if purchased by March 31, 2004
Total Initial Purehase
Znstallatlon of additional phone lines
XnlUal Training & System Configuration
Three personnel; travel to San Diego, CA.
Includes Travel, lodging, and Per Dieum
Annual Maintenance Fee (beginning Year 2)
Year 3 Maintenance Fee (assume 5% increase)
35,000
2,5oo
20,000
6,025
(7,ooo)
250 I
I $ 4,085
TeleStaff +WebStaff
I$ 6,300 I$ 5,760
I$
6,615 I $ 6,048
Investment in Year 1
Investment after 2 years
Investment after 3 years
Section ZIT. Economic Analysis and ROI
Estimated Times Savings (%)
System Cost
Cost Savings
Total Savings
I 50%
Year 1 Year 2 Year 3 Total
Section IV. Summary of AnalvaJa
The department estimates that it can save ~percent of the time it currently spends on staffing management
and related activities using the TeleStaff sol,rare solution. Based on this esUmate, it will take approximately
months to recoup its investment.
in At the end of 3 years, the department will have saved potentially
staffing
costs.
Estimated Time Savings: It is esUmated that the reduction in time spent scheduling and compiling reports
such as overtime reports and payroll records will vary based on the unit or position being considered;
therefore a conservative percentage (50%) was used to calculate the cost-benefit analysis.
The cost estimate was based on patrol functions, special event/detail coordination time, and time to process
payroll and produce the related reports.
Fret Collins PD, CO
LivOnia Police Depar~ne~t
San Joaquin County Sheriff, CA
Chula Vista PD, CA
Honolulu PD, HI
Children Village Detention Center
Wackenhut-Ragional Detention Center-San Diego
Florida References (partial list) near GA
Taliahassee Fire
Broward County Fire
EVAC Ambulance
Chief Tom Quillin
John Cotton
Jeffrey Van Doom
Captain Steve Gibson
Chief Crater
970.221.6333
734-466-2364
209-467-4899
619-691-5151
808-529-3265
248-659-1176
619-232-9221
850-891~00
954-831-824~
800-323-3822
941-749-3022
407-665-5002
New Tete~'taff Accounts/Implementaflon/CoM~g Phase
Fontana PD, CA
Lake Oswego PD, OR
Clackamas County Sheriffs
503-650-3744
2O
Date:
To:
From:
Subject:
PORT OF SEATTLE
MEMORANDUM
March 24, 2003
Michael Mandella, Fire Chief
Charles Starks, Assistant Chief, Administration
Letter of Commendation
Recently our department embarked on an ambitious task to automate our staffing
processes. The antiquated system of phone calls, waiting for return calls, hand math
calculations, paper mils, paper slips and notes that had been in use since the founding of
our department and had long ago given up any claim of efficiency. The painful and time
consuming process to extract specific data related to staffing and work processes was
equally redundant and inefficient.
The implementation of TeleStaffhas addressed these areas while also providing access to
work schedules, calendars, leave requests and work history information to every
department member from almost every PC in the Station.
I would like to take this oppommity to express my gratitude and admiration for the team
which configured, trained, and fine- tuned the system allowing for the successful
implementation of such a major and complex change to our Departments administrative
and stuffing operations.
Captain Don Couture provided experience and insight into current staffing roles during
an arduous configuration process.
Senior Programmer Analyst Judy McCraney provided experience and insight into
prior and existing Fire Department software applications and implementation issues.
Fire Fighter Ron Ullrich provided contractual expertise and creative input on work rule
interpretations, smff'mg impacts, and served as the Sargeant of Arms during disputes (I'm
telling you the configuration was arduous!)
Fire Fighter Greg Nelson quickly demonstrated a strong aptitude for utilizing the
software and training others. Greg was steadfast in the task of delivering training to the
department and used his considerable understanding of the gray areas in our old system to
trouble shoot potential problems in TeleStaff. While not part of the original
configuration team, Greg quickly became an indispensable part of our team as a trainer
and problem solver.
Captain Jeff Griffin and IT Senior Systems Analyst Mark Brady are listed together
here because their work ethic, ownership, determination, affable natures and positive
energy were primary to the success of this endeavor. Marks technical expertise and
understanding of computer/database/telephony systems was crucial. When the
technicians at the sot~are company began to speak jargon, Mark was our interpreter.
His understanding of Fim Department staffing and administrative processes grew at an
impressive rate and was utilized at many junctures to avoid configuration errors and
delineate areas where the software could be "tweaked" for improvement.
Captain Jeff Griffin was able to envision the benefits of the software to our staffing
processes very early on. As a result his buy-in was impressive from the beginning. Jeff
displayed a very comprehensive understanding of the software's functionality and was
able to extrapolate that understanding into staffing roles, and list plans and trouble
shooting almost immediately. Jeff's ownership continues to be outstanding and is
exemplified by his continued efforts to train others and to support the system.
PDSI Personnel: I would be remiss without mention of the fine team at PDSI that
provided information, training and a "way out of the wilderness" time and again.
Product Specialist Charles Yoon, provided great technical advice and pervaded the
configuration room with calm (a task much easier said than done!) Implementation
Manager Donna Jones was a wonderful source of information, contacts, motivation
(and what a task master!) all wrapped up in the most unassuming of packages. She was
very effective and a gmat liaison between Fire Fighters and PDSI. Finally, there is
Senior Product Specialist Robert Stenger. "Bob" as he affectionately came to be
known, was great! From our initial training presentation, through out the configuration
and finally, during our "Fine Tuning" classes, Bob continued to be great! He was
technically astute, attentive to details, friendly, accommodating, humorous, made arduous
work schedules and relatively dry subject matter (we are Fire Fighters after all!) more
than palatable. These people are a credit to their company and a testimony to PDSI's
skill at selecting and promoting outstanding employees.
As our Department continues to grow and move forward to meet the challenges that await
all emergency service providers, I am assured of our continued success based on the skill,
effort and teamwork of our department members and solid relationships with companies
like PDSI.
CRS/crs
CCi
Assistant Chief Campbell
Training Chief Kmckenberg
Special Ops LT. Larson
Fire Prevention LT. J. West
Administrative Supervisor K. Thompson
Mr. William Glasgow, Technical Services Manager, PDSI
Ms. Lynda Dyson, Senior Manager Aviation IT Systems
All Department members via email