text-01.DOC

REQUEST FOR PROPOSALS

Emergency/Mass Notification System

BID NO: 17-17009

ADDENDUM 1

BIDS DUE: May 9, 2017@ 3:00 PM Central Time

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RFP/RFQ/RFQ Template FormSan Antonio Water System

Rev. 04/15/06Request for Qualifications

Page 3 of 33

Addendum 1 is issued to provide clarification on the Submitting a Response Deadline on page 14, Section IV, Item A of this RFP which reads " Proposals are due no later than 3:00 PM Central Time on April 27, 2017" to read " Proposals are due no later than 3:00 PM Central Time on May 9, 2017".

Below are the questions received and the responses to those questions.

Also, Exhibits H and I are provide in an MS word document in order to facilitate responses.

QUESTION:

1. Whether companies from Outside USA can apply for this? (like,from India or Canada)

Answer I dont see why not, as long as they meet the qualifications to be a vendor.

2. Whether we need to come over there for meetings?

Answer If they are referring to the demonstrations, those can be done via WebEx. If they are referring to once a selection is made and any meetings needed to install or setup the system, troubleshoot integration issues, etc. if they can be done remotely, I dont have an issue. The RFP does state training must be interactive, but can be done online.

3. Can we perform the tasks (related to RFP) outside USA? (like, from India or Canada)

Answer I dont have an issue with it as long as the response times and functionality meet the SLA and security requirements

4. Can we submit the proposals via email?

Answer No, the RFP submittal requirements are addressed on page 14 and 15.

5. For bonding purposes what is the estimated cost for theEmergency/Mass Notification System?

Answer No bond is required for this RFP.

6. A. Objective

Toward the end of the paragraph, display the outage information to customers using our mapping system and execute.

Answer We are looking for a solution that can display the outage area on a map on our website, where customers can visually identify if their home/business is included in an area that is experiencing an outage. The second part of that statement is referring to the solution having the capability to take the customer information from within that outage area and load it into a campaign so it can then contact those customers through phone, text or email to notify them of the outage.

6a.Please describe the interaction between the vendor solution and the SAWS mapping systems?

Answer We are looking for a solution that can work with our SAWS maps (where our service points and address information is contained) to allow for parts of the map to be selected by polygon or some drawing tool and then have the solution extract the relevant address information from within the identified area to be cross-referenced with our customer information in Infor in order to gather the necessary contact information for all affected customers.

6b.Are customer locations accounts already augmented with latitude/longitude values or will the vendor be responsible for geocoding existing and new service addresses on an ongoing basis? Answer Many of our service taps have x/y coordinates, but not everyone. However, every service tap in our system has a unique key # which is tied to all active and inactive customer accounts at that location. Our maps include this unique key for every service point within our system.

7. B. Background

7a.What is the likelihood that SAWS would launch broadcast messages to the entire customer base, given that the selected vendor has the needed capacity?

Answer As stated in the Background section, SAWS has not historically broadcast messages to our entire customer base, although we do have situations that require us to broadcast messages to large portions of our customer base. In 2016, we had 5 campaigns that involved contacting nearly 6000 customers in each. In 2015, we only had 4 large-scale campaigns, but one of those campaigns required us to contact nearly 36,000 customers multiple times within the span of 5 days. We dont believe there is a high likelihood that we would need to contact the entire customer base (460,000+ customers), but do know we will occasionally have situations that will require us to contact a larger number of customers than those contacted during the standard, daily outage campaigns. Additionally, campaigns related to collections accounts are also not the entire customer base, but do contact more than the average number as with water outage campaigns. Some of the collections campaigns tend to average around 2000 customer per day.

8. C. Infrastructure

8a.Is the ArcGIS system accessible via the Internet or would private connectivity/VPN be utilized?

Answer Yes, the ESRI ArcMap Web Services can be made available via the Internet with authorized credentials provided by SAWS.

8b.In what capacity would the Cisco systems be integrated with the new solution? Answer Answer Solution may utilize SAWS Cisco telephony infrastructure for outbound call campaigns

9. D. Scope of Services

9a.Does SAWS already have a short code for SMS services? If so, with which aggregator is it hosted?

Answer No

9b.Please provide anticipated use cases and value added by the journaling capability described in the latter part of section 1.a.iii?

Answer Journaling capability would be used to capture not only the log info of what operator ran the campaign and at what date & time, but also if there was any information specific to that campaign that we needed to maintain or track but didnt want it as part of campaign message. Such instances would include but arent limited to running an initial campaign and then adding an additional group of customers and running a second campaign for the added recipients and the notes indicating why the additional customers were added after the initial campaign, OR running large-scale campaigns, campaigns with slightly modified messages, outside of normal campaign hours or any type of exception and having notes that indicate who authorized/requested the change or who approved the exception. Also, if there was any issue encountered while running the campaign or unique situation that occurred, such as the campaign being stopped and not fully executed, there need to be notes explaining, documenting why the campaign was not finished or what happened. These notes are needed for documentation and support when campaigns are audited or reviewed as part of outage/boil water notice/incident response reviews.

9c.What is meant by mobile application recorder and how would it interact with the vendors solution?

Answer This part is referring to the various ways the solution should be able to incorporate live voice recordings into the messages. The solution should allow the user to log in to a website in order to record a message or upload a file of the recorded message. The mobile recorder application is referring to the ability for a user to record a message without having to be at their desk the solution should allow for the user to call in to a number or the solution to call them at a different phone number (such as a cell phone or home phone) and not just at an extension.

c.ii,

10.Would real time reporting include API transactions with SAWS systems or is this simply requiring that the user interface report campaign progress in real time?

Answer The notification system should provide both transactional and campaign process reporting within the notification application. SAWS currently has a planned for a CRM implementation in which integration of real time customer call notifications is desired.

c.iii,

11 Which languages are required? Answer At a minimum, English and Spanish.

d.iii,

12a.Many systems are indicated which would populate the record for one consumer account. Can SAWS provide more details on this as the number of integrations will impact the ultimate cost?

Answer The number and types of integrations will vary depending on the architecture of the selected vendor and SAWS systems listed. SAWS will workwith the selected vendor to minimize integration efforts. Examples of integration use-cases are:

Customer contact information from CIS

Employee contract information from HR

Outbound call campaigns using Cisco telephony infrastructure

Mapping data from GIS

Notification transactions to CIS or CRM

12b.If the integration is strictly via the supply of traditional flat files, is it understood that the vendor will hold a copy of this composite consumer record which will be refreshed. If so, at what frequency would this static database be refreshed?

Answer Primary Integration with customer contact information will be executed via API integration. Flat files may be used for exception (one-time) campaigns where data is different or unique from the SAWS customer dataset.

12c.Since Active Directory is mentioned, would SAWS want system users (employees) to utilize their municipal login credentials? Answer Yes

d.vi,

13.Please provide examples of scenarios and thresholds which may trigger pre-defined notifications?

Answer There are currently thresholds set, based on the number of customers contacted, where additional members/levels of the management team are notified that a campaign was run, as well as different groups within SAWS notified based on the types of campaigns. For example, for campaigns contacting 200 or less customer