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False Alarm Management-Outsource Services <br />Contract Agreement Page 14 of 18 <br /> <br />C. Approving content and format of letters authorizing alarm businesses to provide CITY alarm <br />user customer data electronically to the program. <br />D. Monitoring Program progress and performance. This will include using CONTRACTOR’S <br />secure internet administrative website to access false alarm processing data and reports, <br />conducting status meetings with CONTRACTOR, generating management reports from the <br />CryWolf System, and keeping other CITY managers informed. <br />E. Working with CONTRACTOR to resolve, on a timely basis, any Program policy or procedural <br />issue that can adversely affect the Program, the Program’s efficient and effective operation, <br />or CITY. <br />F. Requesting or supporting CONTRACTOR’s requests of alarm companies, as needed, to <br />provide alarm system information. <br />G. Administering the Hearing and Appeals process to include: confirming hearing dates for <br />written appeals submitted by alarm users to CryWolf processing staff; participating as the <br />Program’s representative in the hearings; and documenting hearing results and ensuring that <br />the results are provided to CryWolf processing staff to update the CryWolf System. <br />H. Documenting and communicating false alarms, and deciding to suspend or limit response, as <br />required by the alarm ordinance. <br />I. Responding to alarm service calls, determining whether calls are false alarms, providing any <br />on-scene communications of alarm related information to alarm users, and documenting <br />alarm-related information from the CAD system. <br />J. Extracting false alarm call incident data from the CITY CAD system and transferring this data <br />electronically to CONTRACTOR (via CONTRACTOR’s FTP site). The data extraction format <br />will be provided by CONTRACTOR and CONTRACTOR will provide the CITY a routine for <br />automating the daily transfer of alarm incident files to CONTRACTOR. <br />K. Working with CONTRACTOR to develop a process to ensure that alarm user registration <br />suspensions and revocations receive adequate CITY oversight and approval prior to CITY <br />action, e.g. verified response status. <br /> <br />A.4 Implementation Plan <br />The following sections provide an overview of the implementation (“Implementation Plan”) for this <br />SOW. The Services will be provided directly and managed by CONTRACTOR. CONTRACTOR <br />assumes full responsibility for all deliverables that CONTRACTOR provides and will be the single <br />point of contact for CITY. <br />A.4.1 Implementation Tasks <br />An experienced alarm services team under the direction of CONTRACTOR’S project manager <br />will install, configure and maintain the Software in accordance with CITY’s requirements and <br />CITY’s Alarm Ordinance. <br />The major tasks of CONTRACTOR’S Implementation Plan are as follows: <br />A. Contract and Project Plan: <br />i. Complete Contract paperwork <br />ii. Finalize project continuation of services plan and schedule