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City Council Staff Report
DATE: February 21, 2018 CONSENT CALENDAR
SUBJECT: AMEND HR-PAYROLL SYSTEM AGREEMENT WITH HIGH LINE
CORPORATION.
FROM: David H. Ready, City Manager
BY: Geoffrey S. Kiehl, Director of Finance and Treasurer
SUMMARY
The City Council will consider an amendment to the City's agreement with High Line
Corporation for our Human Resources / Payroll system.
RECOMMENDATION:
1. Approve Amendment No. 1 to Agreement No. A3909 with High Line Corporation to
provide the City Human Resources and Payroll Services at a one-time cost not-to-
exceed $100,000, with recurring costs of up to $25,576 annually.
2. Authorize the City Manager to execute all necessary documents.
STAFF ANALYSIS:
Since 1998, High Line Corporation has been our provider for our Human Resources /
Payroll system. This resolution will amend the existing HR-Payroll service agreement to
include additional licensing for the next generation software upgrades and consulting
required to implement such upgrades. These system upgrades are necessary to
implement recent changes in Fair Labor Standards Act (FLSA) rules and other laws, as
well as software and consulting services necessary to implement standard system
upgrades and report writing features. We are also converting from local hosting to a
remote hosting environment. The most recent upgrade to the system occurred in 2014.
High Line's proposal is to provide next generation software upgrades for a one-time cost
of $25,000 plus recurring costs of $2,356 annually, remote hosting services at a one-
time cost of $6,000 plus recurring costs of $23,220 annually, and 27 days of consulting
services at a cost of$33,300. This includes 3 days for a planning session with City staff
and project management; 3 days for software installation and technical assistance; 3
days for initial Staff training, issue review, and resolution through 1/2-day remote
ITEM NO. 1.5
City Council Staff Report
February 21, 2018 -- Page 2
Amend HR-Payroll Agreement with Highline Corporation
sessions; three, 5-day consulting packs which may be changed to 1-week on-site
bundles for an additional $1,500 per week plus travel costs; and 3 days of follow-up
issue review, resolution, and Staff training through 1/2-day remote sessions.
The IT department is also expected to incur some yet to be determined implementation
costs including custom report conversion, backup, and disaster recovery processes.
FISCAL IMPACT:
Sufficient funds are available in account 001-1300-43240 to pay for these costs.
Geoffrey S Kiehl, Arron W. Brown,
Director of Finance and Treasurer Director of Information Technology
David H. Ready,
City Manager
Attachments:
Proposal for additional services from High Line Corporation
02
Quotation: Personality NextGen Upgrade with Hosting
HIGH LiNF for: City of Palm Springs (CPS)
date: February 15, 2018
Tier: Tier 2<2500
High Line Software Licenses
Item License Fee Maint.Fee*
NextGen Upgrade
NextGen Upgrade Fee $25,000 n/a
Logi Info
incl. $2,356
Required:BI(business intelligence)dashboard
Total-Software Licenses: $25,000 $2,356
Hosting
Item Monthly Fee* Set up Fee Annual Cost
Hosting Services,up to 500 active employees(+50 employees without penalty) $1,935 $6,000 $23,220
Total-Hosting Fees: $6,000 $23,220
Hosting Inclusions and Terms
Oracle Licenses:
Required Oracle Application Server(WebLogic)and Database Server Licenses
Services(see SLA for full details):
Daily Backup of Database,Application Server,with Off-Site Storage of Backups
Resource and Systems Monitoring
Oracle Patch Updates
High Line and Symmmetry Software Patches and Updates
Disaster Recovery—48 Hours(<24,<12 and<4 hour with replication available;additional cost)
Installation of SSL for Self Service
Three Application Instances(Production,Test and Training)
Terms:
Contract term:3 years;1 year renewal terms thereafter
Client to supply SSL certificate
Client to supply Oracle Discoverer licenses;will be required to maintain on premise Oracle Application Server at appropriate level to utilize
Discoverer until no longer required.
Implementation/Services Estimate
Services below are recommended/may not be required,and are billed as used. See minimum booking times noted.
Sessions include case review/case research;updates and documentation of results are required within the session
timefrome.
Item Days Costs
Planning Session(remote session+report) 1.5 $2,250
Project Account Management(remote) 1.5 $2,250
Software Installation+Technical Assistance(remote,reduced for hosted client) 3 $3,600
Initial training+issue review,resolution,training(remote, 1/2-day minimum sessions) 3 $3,600
Optional Issue review,resolution,training(remote,1/2-day minimum sessions) 3 $3,600
Consulting/Additional assistance and training;3 x 5-day consulting pack,can be changed 15 $18,000
Ito on-site training in 1-week bundles for add'I$1,500/week plus travel cost.
Total-Implementation Estimate:1 27 $33,300
One Time Recurring
TOTAL COST-NextGen Upgrade with Hosting: $64,300 $25,576
Cost applicable for 90 days from proposal date
*Monthly Hosting+Maintenance fees due at installation;Hosting fees billed in advance;current list shown,actual cost per then-current list
CPS Quotes 2017-18.xlsx/NG Upgr+Hosting page 1/1
03
Exhibit A to Agreement#
Service Level Agreement Matrix
1 SYSTEM AVAILABILITY
Performance Standard:System Available 24 X 7 X 365 99.5% of the time, measured by a
rolling 6-month period.
Systems will be available 24 x 7 x 365 with the exception of time required for any maintenance
windows when required by HIGH LINE or for unexpected events, such as the need to install
security fixes to eliminate a supplier-or vendor- identified security threat.
A guaranteed uptime of 99.5% availability of hardware and network components controlled by
HIGH LINE (i.e. not the CUSTOMER computers, the CUSTOMER network or general internet
availability) is therefore provided. Uptime and availability are not synonymous. A system can be
up, but not available,as in the case of a CUSTOMER network outage.
The 99.5% availability metric will be measured by a rolling 6-month period.
HIGH LINE has a regular maintenance window every Saturday from 5:00 PM Eastern Time to
Sunday at 5:00 PM Eastern Time. This window is used once a month, at a maximum, and
CUSTOMERS are informed via email generally two weeks in advance if this maintenance window
is required. The use of the window is coordinated with the CUSTOMER in an effort to avoid
impacting any weekend work plans.
System outage for any planned maintenance is not considered downtime for purposes of this
section.
Availability will be calculated on a monthly basis, calculated to two decimal places, and is
calculated as:
Percentage Availability = Total Uptime
Total Uptime +Total Downtime
Total Uptime is the sum of hours the system was available
Total Downtime is the sum of hours the system was unavailable due to unplanned outages
For example, in the month of March there are 31 days,so if there were no downtime of any kind,
the system would be available for 31 X 24 hours=744 hours. If there were 6.25 hours of planned
downtime and an additional 3.50 hours of unplanned downtime in the month,then the formula
would be 734.25 hours of uptime divided by 737.75 hours of planned uptime.
Total Uptime (744— 9.25 = 734.25)
Percentage Availability(99.53%) = Total Uptime (734.25) +Total Downtime(3.50) = 737.75
Publish Date:July 6, 2017 Page 1 of 7 04
Exhibit A to Agreement#
Service Level Agreement Matrix
A report of the details around any unplanned downtime incidents lasting longer than 15 minutes
will be sent to the CUSTOMER's contacts after the system has resumed normal operation.
2 RESPONSE TIME
Performance Standard:Screen response time is within the performance indicated in Exhibit A,
Appendix 1,95%of the time.
Performance Standard:Batch Processing and Report Generation will be measured as number of
transactions per minute, identified by each process in Exhibit A,
Appendix 1,95%of the time.
A performance standard of screen response time within the performance indicated in Exhibit A,
Appendix I of 95% of the time, is based on the hardware, software and network components
controlled by HIGH LINE (i.e. not the CUSTOMER computers, the CUSTOMER network or general
internet availability).
Screen and Report response is based upon HIGH LINE provided functions as noted in Exhibit A,
Appendix 1.
In standard benchmarks of web-based applications,the practice is to define response time to see
90th percentile or 95th percentile response times used.The benchmark may specify that the 90th
percentile response time of a transaction should be within x seconds. This means that only 10%
of the transactions have a response time higher than x seconds and can therefore be a meaningful
measure. The same measure would be used for a 95th percentile response time,where only 5%
of the transactions are beyond that measure. This is particularly important when there is, for
many valid reasons, the potential for widely varying response times.
Screen response time metrics will be measured by CUSTOMER. Report and Batch Processing
response time metrics will be derived from actual values stored in the application database,
indicating start and stop times for the various processes.
Performance of the application is also dependent up on regular maintenance of historical
information that has become redundant. Regular pruning of application logs (such as execution
run logs and audit logs) and transactional data (pay period transactions) must be undertaken by
the customer in order to maintain performance levels.
2.1 Screen Response Time
For the identified screens (in Exhibit A,Appendix 1),the response time is measured in the amount
of time it takes to load the screen and be ready for further entry. Each of these screens being
loaded will also result in the query of the database of a large amount of data and then the
presentation of the data on the screen. Saving a record on these screens (where possible) will
result in the same type of transactional lag: save the data to the database, and then re-query it
(the same step as when initially logging in to the screen).
Page 2 of 7 05
Exhibit A to Aereernent#
Service Level Agreement Matrix
2.2 Batch Processing and Report Generation Response Time
The identified batch/report processes (in Exhibit A,Appendix 1)will have a widely varied response
time, dependent upon the transactional volume. The response times noted will be indicative of
the start and stop times, as recorded in the database for each process divided by the number of
transactions being processed
3 SYSTEM MONITORING
Performance Standard: Monitor Network, Server Performance and Database
Performance 24 X 7 X 365. Notify the CUSTOMER if the issue is not resolved within fifteen
minutes during regular business hours.
Performance Standard:A quarterly report of incidents will be sent to CUSTOMER contacts.
HIGH LINE will enable automated monitoring of network connectivity, system availability,
performance and resource usage. In the event that the automated process identifies a system
issue, an alert is sent to personnel at HIGH LINE, and (if desired)the CUSTOMER. Upon receipt of
such an alert, HIGH LINE staff will log the issue and investigate and resolve the issue.
If the issue is not resolved within fifteen minutes,an update must be sent to CUSTOMER contacts
as identified in the Customer Care system as "Prime' to indicate the issue the status, the action
plan an estimated time of resolution. Updates must follow each hour until the issue is resolved.
3.1 Network Monitoring
Monitoring includes availability usage, network related response time, threats and attempted
attacks. In the event of an outage, rollover to a backup communications link is automatic.
3.2 Server Performance Monitoring
HIGH LINE will monitor production servers for performance spikes, non-responsiveness and any
hardware failure incident.
3.3 Oracle Database management,monitoring&maintenance
HIGH LINE will monitor databases for deadlocks, disk space management, performance spikes,
hardware component failures and other potential failures.
4 DISASTER RECOVERY
Performance Standard: System restoration within forty-eight (48) hours of the
declaration of the disaster.
Optional Performance Standard(NOT APPLICABLE):System restoration within four(4)hours of
a declaration of the disaster
A disaster would be declared:
Page 3 of 7 06
Exhibit A to Agreement#
Service Level Agreement Matrix
• In consultation with the CUSTOMER
• If the hosting facility or major components in the facility are rendered inoperable
• The issue cannot be rectified faster than the time it would take to move operations to
the disaster recovery site.
The notice process described in Section 3 of this Exhibit, System Monitoring,will be utilized here,
but should an incident occur that, in HIGH LINE's opinion, has the potential to result in the
declaration of a disaster, HIGH LINE will contact individuals identified by the CUSTOMER
immediately, regardless of the day or time. HIGH LINE will continue to call the contact(s) until
someone is reached.
The guideline for the restoration of base level services such as payroll entry and processing is
within a 48-hour window from a declared disaster, or other value as may be agreed upon by
contract.
A disasterwill be declared by mutual agreement between HIGH LINE and the CUSTOMER. Such a
declaration will consider the current payroll schedule, the payroll-processing window and HIGH
LINE's best estimate of when the system will be restored. HIGH LINE will provide the CUSTOMER
an estimate of the time required to resolve the issue within four to six hours from when the initial
discovery is logged.
Report to be generated for the disaster incident detailing:
• the nature of the disaster
• when it was declared
• who was involved in the declaration decision (from HIGH LINE and CUSTOMER)
• specifics of restoration
Attainment of the standard is measured by the calculation of the time between the declaration
of the disaster and the time the CUSTOMER's system environment has been restored and verified
and connectivity has been re-established such that operational processing is ready to begin.
During a declared disaster, performance service levels will not be measured. Measurement will
restart after processing has been restored to the primary hosting facility.
5 APPLICATION OF UPDATES AND PATCHES
Perfornmance Standard:Patches applied to servers,operating systems and application as agreed
upon with the CUSTOMER.
5.1 Personality Product Updates and Patches
Requests for software updates are made through the creation of a Customer Care ("CCare") case
identifying the release/patch to be applied to production, and are then applied at a mutually
agreeable schedule time. In this context, this applies to all supported applications, including but
not limited to the Windward Report Engine.
Page 4 of 7 07
Exhibit A to Agreement#
Service Level Agreement Matrix
No updates will be applied to production environments without an explicit, documented
CUSTOMER request.
The CUSTOMER must review available update information as it becomes available to make an
informed decision about the upgrade context. HIGH LINE will strive to ensure that the CUSTOMER
remains on a supportable version of the software.
5.2 Application of Operating System and server updates and patches
As operating system (Windows or Linux) and application/database server patches are made
available on a regular basis,these updates will be applied to the CUSTOMER environments during
a scheduled maintenance window.
In the event of a critical zero-day security patch, this will be applied as soon as possible, after
consultation with the CUSTOMER to determine a window of opportunity.
Page 5of7 08
Exhibit A to Agreement#
Service Level Agreement Matrix
Exhibit A,Appendix I—SYSTEM RESPONSE TIME METRICS
APPENDIX I:System Response Time Metrics
# Service Category Hours of Operations or Availability&Performance Standards Standards Performance Measurement/Metric
Operating Tasks
1 Payroll Performance Payroll Processing: Guaranteed payroll run time for the Thru put guarantee is based on a dual Performance statistics against standard
UPCALC process of up to 1.5 hours for a processor application server and multi- including the processing time per
•Calculation Gross to Net pay run (wall clock processing time not processor database server. employee and the overall pay run time.
(UPCALC) including any print time) for up to 2,000
employees. Payroll Gross to Net: This will be
calculated as follows: Number of pays
This assumes: rendered/time (in minutes) as noted in
1. HIGH LINE is responsible for database "Availability&Performance Standards".
administration and performance and
HIGH LINE's controls for the
promotion of code to production are
followed.
2. Multi-threading is utilized where
required.
3. Standard volume of(average)12
Benefit and/or Attendance plans per
employee.
O
Page 6 of 7
Exhibit A to Agreement#
Service Level Agreement Matrix
APPENDIX 1:System Response Time Metrics
Hours of Operations or
# Service Category Operating Tasks Availability&Performance Standards Standards Performance Measurement/Metric
2 Response Time Measured from the point that a Based on Transaction Type Simple Transactions or queries - 3 End to end hosting site internal response
request reaches, is processed This measurement assumes that second average response time from the time(that is the round trip response time
and exits HIGH LINE's Network CUSTOMER has followed HIGH LINE's point where a transaction enters HIGH from the point of entry into HIGH LINE's
minimum workstation recommendation LINE's network till it exits with a network/servers and to point of exit from
for the application as configured for response. Complex transactions hosting site.
CUSTOMER and the workstation(s) (requiring multiple calculations) - 5-
running payroll is not concurrently second average response time from the
running any other process that would point where a transaction enters HIGH
impact the workstation and response LINE's network till it exits with a
time. response. Complex reports and queries,
such as one that is accessing 5 or more
tables or 500,000 or more rows, and
batch processes are excluded from this
standard. All transactions will be
monitored so if response time is
degraded as a result of complex reports,
queries or batch processes, an
exception report can be produced that
identifies the activity or activities that
are contributing to the issue, so that a
remedy/resolution can be reached.
Page 7 of 7