Laserfiche WebLink
False Alarm Management-Outsource Services <br />Contract Agreement Page 10 of 18 <br /> <br />ATTACHMENT A <br />CRYWOLF FALSE ALARM MANAGEMENT <br />SERVICES STATEMENT OF WORK <br /> <br />A. Summary <br />This CryWolf False Alarm Management Services Statement of Work (“SOW”) is a joint effort <br />between CentralSquare Technologies LLC (“CST” or CONTRACTOR”) and Everett (“CITY”). <br />This SOW outlines and describes the alarm program management services (“Services”) to be <br />provided to the Police and Fire proposed project plan, deliverables, and the tasks required by <br />both CONTRACTOR and CITY personnel. CONTRACTOR will manage police and fire false <br />alarms as described herein within a single database (“CryWolf System”) and all alarm program <br />collections will be deposited in a single alarm program bank lockbox account (“Alarm Program”). <br />If a Service is not described in this SOW, then it will not be provided within the scope of this <br />project. <br /> <br />A.1 Alarm Management Services Overview <br />CONTRACTOR’S alarm services team will administer CITY’s Police and Fire Alarm Program in <br />accordance with CITY’s Alarm Ordinance. <br />A. Secure access online to adaptable reports: CONTRACTOR will provide authorized CITY <br />staff with direct inquiry and report generation capabilities via real‐time, encrypted, Web‐ <br />based connection to alarm management information. This approach provides CITY flexible, <br />secure, and timely access to information. <br />B. Recording of program telephone calls: CONTRACTOR call center process will ensure the <br />highest quality customer service including accurate, courteous, and consistent <br />communications with CITY citizens and businesses. In support of these objectives, <br />CONTRACTOR employs a communications appliance integrated into its telephone system <br />to record incoming customer calls. Using this device, digital copies of incoming telephone <br />calls are captured in voice documents for later review, comment, and sharing of telephone <br />conversations. <br />C. Extensive language support: CONTRACTOR utilizes a language service to provide <br />extensive language support for 175 spoken languages and will provide an array of <br />communication choices for the hearing-impaired including email, text relay, video relay and <br />TTY formats. <br />D. Dedicated mailing address and toll‐free citizen support line: CONTRACTOR’S alarm <br />management process separates the CITY’S correspondence and calls received from the <br />activity of other alarm programs. CONTRACTOR administers will ensure high‐quality and <br />personalized service to the CITY. CONTRACTOR’S support line is available Monday <br />through Friday, except Federal Holidays, 9am to 5pm EST. <br />E. Alarm program remittance lockbox: CONTRACTOR will establish a dedicated, program <br />account at a FDIC-insured, commercial bank lockbox facility for all mail‐in payments to <br />promote fast, reliable and secure payment processing. All CITY alarm program payments <br />are deposited into this dedicated lockbox account. This approach ensures GAAP- <br />recommended separation of duties ensuring that the same personnel that generate <br />invoices do not also process invoice payments. CONTRACTOR staff does not handle <br />program funds. <br />