11014-SS.PDF

CONTRACT PURSUANT TO RFP
C41 - 11 - 00(0•M.D0 SERIAL 11014-SS
This Contract is entered into this January 26 m, 2011 by and between Maricopa County ("County"), a political
subdivision of the State of Arizona, and Telecom Resources International, Inc., an Arizona corporation
("Contractor") for the purchase of ENTERPRISE CUSTOMER CONTACT CENTER CONSULTANT
(TELECOM SYSTEM) services.
1.0 CONTRACT TERM:
1.1 This Contract is for a term of three (3) years, beginning on the 18 th day of January, 2011 and
ending the 31 st, day of January, 2014.
1.2 The County may, at its option and with the agreement of the Contractor, renew the term of this
Contract for additional terms up to a maximum of Two (2) years, (or at the County's sole
discretion, extend the contract on a month-to-month bases for a maximum of six (6) months after
expiration). The County shall notify the Contractor in writing of its intent to extend the Contract
term at least thirty (30) calendar days prior to the expiration of the original contract term, or any
additional term thereafter.
2.0 PAYMENTS:
2.1 As consideration for performance of the duties described herein, County shall pay Contractor the
sum(s) stated in Exhibit "A."
2.2 Payment shall be made upon the County's receipt of a properly completed invoice.
2.3 INVOICES:
2.3.1 The Contractor shall submit two (2) legible copies of their detailed invoice before
payment(s) can be made. At a minimum, the invoice must provide the following
information:
• Company name, address and contact
• County bill-to name and contact information
• Contract serial number
• County purchase order number
• Invoice number and date
• Payment terms
• Date of service or delivery
• Quantity
• Contract Item number(s)
• Description of service provided
• Pricing per unit of service
• Freight (if applicable)
• Extended price
• Mileage w/rate (if applicable)
• Total Amount Due

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2.3.2 Problems regarding billing or invoicing shall be directed to the County as listed on the
Purchase Order.
2.3.3 Payment shall be made to the Contractor by Accounts Payable through the Maricopa
County Vendor Express Payment Program. This is an Electronic Funds Transfer (EFT)
process. After Award the Contractor shall fill out an EFT Enrollment form located on the
County Department of Finance Website as a fillable PDF document
(www.mari copa.2ov/financel)
2.3.4 EFT payments to the routing and account numbers designated by the Contractor will
include the details on the specific invoices that the payment covers. The Contractor is
required to discuss remittance delivery capabilities with their designated financial
institution for access to those details.
3.0 AVAILABILITY OF FUNDS:
3.1 The provisions of this Contract relating to payment for services shall become effective when funds
assigned for the purpose of compensating the Contractor as herein provided are actually available
to County for disbursement. The County shall be the sole judge and authority in determining the
availability of funds under this Contract. County shall keep the Contractor fully informed as to the
availability of funds.
3.2 If any action is taken by any state agency, Federal department or any other agency or
instrumentality to suspend, decrease, or terminate its fiscal obligations under, or in connection
with, this Contract, County may amend, suspend, decrease, or terminate its obligations under, or in
connection with, this Contract. In the event of termination, County shall be liable for payment
only for services rendered prior to the effective date of the termination, provided that such services
are performed in accordance with the provisions of this Contract. County shall give written notice
of the effective date of any suspension, amendment, or termination under this Section, at least ten
(10) days in advance.
4.0 DUTIES:
4.1 The Contractor shall perform all duties stated in Exhibit "B", or as otherwise directed in writing
by the Procurement Officer.
4.2 During the Contract term, County shall provide Contractor's personnel with adequate workspace
for consultants and such other related facilities as may be required by Contractor to carry out its
contractual obligations.
5.0 TERMS and CONDITIONS:
5.1 INDEMNLEICATION:
5.1.1 To the fullest extent permitted by law, Contractor shall defend, indemnify, and hold
harmless County, its agents, representatives, officers, directors, officials, and employees
from and against all claims, damages, losses and expenses, including, but not limited to,
attorney fees, court costs, expert witness fees, and the cost of appellate proceedings,
relating to, arising out of, or alleged to have resulted from the negligent acts, errors,
omissions, mistakes or malfeasance relating to the performance of this Contract.
Contractor's duty to defend, indemnify and hold harmless County, its agents,
representatives, officers, directors, officials, and employees shall arise in connection with
any claim, damage, loss or expense that is caused by any negligent acts, errors, omissions
or mistakes in the performance of this Contract by the Contractor, as well as any person
or entity for whose acts, errors, omissions, mistakes or malfeasance Contractor may be
legally liable.

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5.1.2 The amount and type of insurance coverage requirements set forth herein will in no way
be construed as limiting the scope of the indemnity in this paragraph.
5.1.3 The scope of this indemnification does not extend to the sole negligence of County.
5.2 INSURANCE REQUIREMENTS:
5.2.1 Contractor, at Contactor's own expense, shall purchase and maintain the herein stipulated
minimum insurance from a company or companies duly licensed by the State of Arizona
and possessing a current A.M. Best, Inc. rating of A-, VII or higher. In lieu of State of
Arizona licensing, the stipulated insurance may be purchased from a company or
companies, which are authorized to do business in the State of Arizona, provided that
said insurance companies meet the approval of County. The form of any insurance
policies and forms must be acceptable to County.
5.2.2 All insurance required herein shall be maintained in full force and effect until all work or
service required to be performed under the terms of the Contract is satisfactorily
completed and formally accepted. Failure to do so may, at the sole discretion of County,
constitute a material breach of this Contract.
5.2.3 Contractor's insurance shall be primary insurance as respects County, and any insurance
or self-insurance maintained by County shall not contribute to it.
5.2.4 Any failure to comply with the claim reporting provisions of the insurance policies or any
breach of an insurance policy warranty shall not affect the County's right to coverage
afforded under the insurance policies.
5.2.5 The insurance policies may provide coverage that contains deductibles or self-insured
retentions. Such deductible and/or self-insured retentions shall not be applicable with
respect to the coverage provided to County under such policies. Contactor shall be solely
responsible for the deductible and/or self-insured retention and County, at its option, may
require Contractor to secure payment of such deductibles or self-insured retentions by a
surety bond or an irrevocable and unconditional letter of credit.
5.2.6 County reserves the right to request and to receive, within 10 working days, certified
copies of any or all of the herein required insurance certificates. County shall not be
obligated to review policies and/or endorsements or to advise Contractor of any
deficiencies in such policies and endorsements, and such receipt shall not relieve
Contractor from, or be deemed a waiver of County's right to insist on strict fulfillment of
Contractor's obligations under this Contract.
5.2.7 The insurance policies required by this Contract, except Workers' Compensation, shall
name County, its agents, representatives, officers, directors, officials and employees as
Additional Insureds.
5.2.8 The policies required hereunder, except Workers' Compensation, shall contain a waiver
of transfer of rights of recovery (subrogation) against County, its agents, representatives,
officers, directors, officials and employees for any claims arising out of Contractor's
work or service.
5.2.9 Commercial General Liability.
Commercial General Liability insurance and, if necessary, Commercial Umbrella
insurance with a limit of not less than $1,000,000 for each occurrence, $2,000,000
Products/Completed Operations Aggregate, and $2,000,000 General Aggregate Limit.
The policy shall include coverage for bodily injury, broad form property damage,
personal injury, products and completed operations and blanket contractual coverage, and
shall not contain any provision which would serve to limit third party action over claims.

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There shall be no endorsement or modification of the CGL limiting the scope of coverage
for liability arising from explosion, collapse, or underground property damage.
5.2.10 Automobile Liability.
Commercial/Business Automobile Liability insurance and, if necessary, Commercial
Umbrella insurance with a combined single limit for bodily injury and property damage
of not less than $1,000,000 each occurrence with respect to any of the Contractor's
owned, hired, and non-owned vehicles assigned to or used in performance of the
Contractor's work or services under this Contract.
5.2.11 Workers' Compensation.
5.2.11.1 Workers' Compensation insurance to cover obligations imposed by federal and
state statutes having jurisdiction of Contractor's employees engaged in the
performance of the work or services under this Contract; and Employer's
Liability insurance of not less than $100,000 for each accident, $100,000 disease
for each employee, and $500,000 disease policy limit.
5.2.11.2 Contractor waives all rights against County and its agents, officers, directors and
employees for recovery of damages to the extent these damages are covered by
the Workers' Compensation and Employer's Liability or commercial umbrella
liability insurance obtained by Contractor pursuant to this Contract.
5.2.12 Certificates of Insurance.
5.2.12.1 Prior to commencing work or services under this Contract, Contractor shall have
insurance in effect as required by the Contract in the form provided by the
County, issued by Contractor's insurer(s), as evidence that policies providing the
required coverage, conditions and limits required by this Contract are in full
force and effect. Such certificates shall be made available to the County upon
48 hours notice. BY SIGNING THE AGREEMENT PAGE THE
CONTRACTOR AGREES TO THIS REQUIREMENT AND UNDERSTANDS
THAT FAILURE TO MEET THIS REQUIREMENT WILL RESULT IN
CANCELLATION OF THIS CONTRACT.
5.2.12.1.1 In the event any insurance policy (ies) required by this Contract is
(are) written on a "claims made" basis, coverage shall extend for
two (2) years past completion and acceptance of Contractor's work
or services and as evidenced by annual Certificates of Insurance.
5.2.12.1.2 If a policy does expire during the life of the Contract, a renewal
certificate must be sent to County fifteen (15) days prior to the
expiration date.
5.2.13 Cancellation and Expiration Notice.
Insurance required herein shall not be permitted to expire, be canceled, or materially
changed without thirty (30) days prior written notice to the County.
5.3 WARRANTY OF SERVICES:
5.3.1 The Contractor warrants that all services provided hereunder will conform to the
requirements of the Contract, including all descriptions, specifications and attachments
made a part of this Contract. County's acceptance of services or goods provided by the
Contractor shall not relieve the Contractor from its obligations under this warranty.
5.3.2 In addition to its other remedies, County may, at the Contractor's expense, require prompt
correction of any services failing to meet the Contractor's warranty herein. Services
s?‘

SERIAL 11014-SS
corrected by the Contractor shall be subject to all the provisions of this Contract in the
manner and to the same extent as services originally furnished hereunder.
5.4 INSPECTION OF SERVICES:
5.4.1 The Contractor shall provide and maintain an inspection system acceptable to County
covering the services under this Contract. Complete records of all inspection work
performed by the Contractor shall be maintained and made available to County during
contract performance and for as long afterwards as the Contract requires.
5.4.2 County has the right to inspect and test all services called for by the Contract, to the
extent practicable at all times and places during the term of the Contract. County shall
perform inspections and tests in a manner that will not unduly delay the work.
5.4.3 If any of the services do not conform with Contract requirements, County may require the
Contractor to perform the services again in conformity with Contract requirements, at on
increase in Contract amount. When the defects in services cannot be corrected by re-
performance, County may:
5.4.3.1 Require the Contractor to take necessary action to ensure that future
performance conforms to Contract requirements; and
5.4.3.2 Reduce the Contract price to reflect the reduced value of the services performed.
5.4.4 If the Contractor fails to promptly perform the services again or to take the necessary
action to ensure future performance in conformity with Contract requirements, County
may:
5.4.4.1 By Contract or otherwise, perfoun the services and charge to the Contractor any
cost incurred by County that is directly related to the performance of such
service; or
5.4.4.2 Terminate the Contract for default.
5.5 PROCUREMENT CARD ORDERING CAPABILITY:
The County may determine to use a MasterCard Procurement Card, to place and make payment
for orders under the Contract.
5.6 INTERNET ORDERING CAPABILITY:
The County intends, at its option, to use the Internet to communicate and to place orders under this
Contract.
5.7 NOTICES:
All notices given pursuant to the terms of this Contract shall be addressed to:
For County:
Maricopa County
Department of Materials Management
Attn: Director of Purchasing
320 West Lincoln Street
Phoenix, Arizona 85003-2494
For Contractor:
Telecom Resources International, Inc.
x.6

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Attn: Victoria Thomas
7119 East Shea Blvd. Suite 109-486
Scottsdale, AZ 85254
5.8 REQUIREMENTS CONTRACT:
5.8.1 Contractor signifies its understanding and agreement by signing this document that this
Contract is a requirements contract. This Contract does not guarantee any purchases will
be made (minimum or maximum). Orders will only be placed when County identifies a
need and issues a purchase order or a written notice to proceed.
5.8.2 County reserves the right to cancel purchase orders or notice to proceed within a
reasonable period of time after issuance. Should a purchase order or notice to proceed be
canceled, the County agrees to reimburse the Contractor for actual and documented costs
incurred by the Contractor. The County will not reimburse the Contractor for any
avoidable costs incurred after receipt of cancellation, or for lost profits, or shipment of
product or performance of services prior to issuance of a purchase order or notice to
proceed.
5.8.3 Purchase orders will be cancelled in writing.
5.9 I ERMINATION FOR CONVENIENCE:
The County reserves the right to terminate the Contract in whole or in part at any time, when in
the best interests of the County without penalty or recourse. Upon receipt of the written notice,
the Contractor shall immediately stop all work, as directed in the notice, notify all subcontractors
of the effective date of the termination and minimize all further costs to the County. In the event
of termination under this paragraph, all documents, data and reports prepared by the Contractor
under the Contract shall become the property of and be delivered to the County upon demand.
The Contractor shall be entitled to receive just and equitable compensation for work in progress,
work completed and materials accepted before the effective date of the termination.
5.10 TERMINATION FOR DEFAULT:
5.10.1 In addition to the rights reserved in the Contract, the County may terminate the Contract
in whole or in part due to the failure of the Contractor to comply with any term or
condition of the Contract, to acquire and maintain all required insurance policies, bonds,
licenses and permits, or to make satisfactory progress in performing the Contract. The
Procurement Officer shall provide written notice of the termination and the reasons for it
to the Contractor.
5.10.2 Upon termination under this paragraph, all goods, materials, documents, data and reports
prepared by the Contractor under the Contract shall become the property of and be
delivered to the County on demand.
5.10.3 The County may, upon termination of this Contract, procure, on terms and in the manner
that it deems appropriate, materials or services to replace those under this Contract. The
Contractor shall be liable to the County for any excess costs incurred by the County in
procuring materials or services in substitution for those due from the Contractor.
5.10.4 The Contractor shall continue to perform, in accordance with the requirements of the
Contract, up to the date of termination, as directed in the termination notice.

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5.11 STATUTORY RIGHT OF CANCELLATION FOR CONFLICT OF INTEREST:
Notice is given that pursuant to A.R.S. §38-511 the County may cancel this Contract without
penalty or further obligation within three years after execution of the contract, if any person
significantly involved in initiating, negotiating, securing, drafting or creating the contract on
behalf of the County is at any time while the Contract or any extension of the Contract is in effect,
an employee or agent of any other party to the Contract in any capacity or consultant to any other
party of the Contract with respect to the subject matter of the Contract. Additionally, pursuant to
A.R.S §38-511 the County may recoup any fee or commission paid or due to any person
significantly involved in initiating, negotiating, securing, drafting or creating the contract on
behalf of the County from any other party to the contract arising as the result of the Contract.
5.12 OFFSET FOR DAMAGES;
In addition to all other remedies at law or equity, the County may offset from any money due to
the Contractor any amounts Contractor owes to the County for damages resulting from breach or
deficiencies in performance under this contract.
5.13 ADDITIONS/DELETIONS OF SERVICE:
The County reserves the right to add and/or delete products and/or services provided under this
Contract. If a requirement is deleted, payment to the Contractor will be reduced proportionately to
the amount of service reduced in accordance with the proposal price. If additional services and/or
products are required from this Contract, prices for such additions will be negotiated between the
Contractor and the County.
5.14 RELATIONSHIPS:
In the performance of the services described herein, the Contractor shall act solely as an
independent contractor, and nothing herein or implied herein shall at any time be construed as to
create the relationship of employer and employee, partnership, principal and agent, or joint venture
between the District and the Contractor.
5.15 SUBCONTRACTING:
The Contractor may not assign this Contract or subcontract to another party for performance of the
terms and conditions hereof without the written consent of the County, which shall not be
unreasonably withheld. All correspondence authorizing subcontracting must reference the
Proposal Serial Number and identify the job project.
5.16 AMENDMENTS:
All amendments to this Contract shall be in writing and approved/signed by both parties. Maricopa
County Materials Management shall be responsible for approving all amendments for Maricopa
County.
5.17 RETENTION OF RECORDS:
5.17.1 The Contractor agrees to retain all financial books, records, and other documents relevant
to this Contract for six (6) years after final payment or until after the resolution of any
audit questions which could be more than six (6) years, whichever is longer. The County,
Federal or State auditors and any other persons duly authorized by the Department shall
have full access to, and the right to examine, copy and make use of, any and all said
materials.
5.17.2 If the Contractor's books, records and other documents relevant to this Contract are not
sufficient to support and document that requested services were provided, the Contractor

SERIAL 11014-SS
shall reimburse Maricopa County for the services not so adequately supported and
documented.
5.18 AUDIT DISALLOWANCES:
If at any time, County determines that a cost for which payment has been made is a disallowed
cost, such as overpayment, County shall notify the Contractor in writing of the disallowance.
County shall also state the means of correction, which may be but shall not be limited to
adjustment of any future claim submitted by the Contractor by the amount of the disallowance, or
to require repayment of the disallowed amount by the Contractor.
5.19 ALTERNATIVE DISPUTE RESOLUTION:
5.19.1 After the exhaustion of the administrative remedies provided in the Maricopa County
Procurement Code, any contract dispute in this matter is subject to compulsory
arbitration. Provided the parties participate in the arbitration in good faith, such
arbitration is not binding and the parties are entitled to pursue the matter in state or
federal court sitting in Maricopa County for a de novo determination on the law and facts.
If the parties cannot agree on an arbitrator, each party will designate an arbitrator and
those two arbitrators will agree on a third arbitrator. The three arbitrators will then serve
as a panel to consider the arbitration. The parties will be equally responsible for the
compensation for the arbitrator(s). The hearing, evidence, and procedure will be in
accordance with Rule 74 of the Arizona Rules of Civil Procedure. Within ten (10) days
of the completion of the hearing the arbitrator(s) shall:
5.19.1.1 Render a decision;
5.19.1.2 Notify the parties that the exhibits are available for retrieval; and
5.19.1.3 Notify the parties of the decision in writing (a letter to the parties or their
counsel shall suffice).
5.19.2 Within ten (10) days of the notice of decision, either party may submit to the arbitrator(s)
a proposed form of award or other final disposition, including any form of award for
attorneys' fees and costs. Within five (5) days of receipt of the foregoing, the opposing
party may file objections. Within ten (10) days of receipt of any objections, the
arbitrator(s) shall pass upon the objections and prepare a signed award or other final
disposition and mail copies to all parties or their counsel.
5.19.3 Any party which has appeared and participated in good faith in the arbitration
proceedings may appeal from the award or other final disposition by filing an action in
the state or federal court sitting in Maricopa County within twenty (20) days after date of
the award or other final disposition. Unless such action is dismissed for failure to
prosecute, such action will make the award or other final disposition of the arbitrator(s) a
nullity.
5.20 SEVERABILITY:
The invalidity, in whole or in part, of any provision of this Contract shall not void or affect the
validity of any other provision of this Contract.
5.21 RIGHTS IN DATA:
The County shall own have the use of all data and reports resulting from this Contract without
additional cost or other restriction except as provided by law. Each party shall supply to the other
party, upon request, any available information that is relevant to this Contract and to the
performance hereunder.

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5.22 IN I EGRATION:
This Contract represents the entire and integrated agreement between the parties and supersedes
all prior negotiations, proposals, communications, understandings, representations, or agreements,
whether oral or written, express or implied.
5.23 VERIFICATION REGARDING COMPLIANCE WITH ARIZONA REVISED STATUTES §41-
4401 AND FEDERAL IMMIGRATION LAWS AND REGULATIONS:
5.23.1 By entering into the Contract, the Contractor warrants compliance with the Immigration
and Nationality Act (INA using e-verify) and all other federal immigration laws and
regulations related to the immigration status of its employees and A.R.S. §23-214(A). The
contractor shall obtain statements from its subcontractors certifying compliance and shall
furnish the statements to the Procurement Officer upon request. These warranties shall
remain in effect through the term of the Contract. The Contractor and its subcontractors
shall also maintain Employment Eligibility Verification forms (I-9) as required by the
Immigration Reform and Control Act of 1986, as amended from time to time, for all
employees performing work under the Contract and verify employee compliance using the
E-verify system and shall keep a record of the verification for the duration of the
employee's employment or at least three years, whichever is longer. 1-9 forms are available
for download at USCIS.GOV .
5.23.2 The County retains the legal right to inspect contractor and subcontractor employee
documents performing work under this Contract to verify compliance with paragraph
3.18.1 of this Section. Contractor and subcontractor shall be given reasonable notice of the
County's intent to inspect and shall make the documents available at the time and date
specified. Should the County suspect or find that the Contractor or any of its subcontractors
are not in compliance, the County will consider this a material breach of the contract and
may pursue any and all remedies allowed by law, including, but not limited to: suspension
of work, termination of the Contract for default, and suspension and/or debarment of the
Contractor. All costs necessary to verify compliance are the responsibility of the
Contractor.
5.24 VERIFICATION REGARDING COMPLIANCE WITH ARIZONA REVISED STATUTES
§§35-391.06 AND 35-393.06 BUSINESS RELATIONS WITH SUDAN AND IRAN:
5.24.1 By entering into the Contract, the Contractor certifies it does not have scrutinized business
operations in Sudan or Iran. The contractor shall obtain statements from its subcontractors
certifying compliance and shall furnish the statements to the Procurement Officer upon
request. These warranties shall remain in effect through the term of the Contract.
5.24.2 The County may request verification of compliance for any contractor or subcontractor
performing work under the Contract. Should the County suspect or find that the Contractor
or any of its subcontractors are not in compliance, the County may pursue any and all
remedies allowed by law, including, but not limited to: suspension of work, termination of
the Contract for default, and suspension and/or debarment of the Contractor. All costs
necessary to verify compliance are the responsibility of the Contractor.
5.25 CONTRACTOR LICENSE REQUIREMENT:
5.25.1 The Respondent shall procure all permits, insurance, licenses and pay the charges and
fees necessary and incidental to the lawful conduct of his/her business, and as necessary
complete any required certification requirements, required by any and all governmental
or non-governmental entities as mandated to maintain compliance with and in good
standing for all permits and/or licenses. The Respondent shall keep fully informed of
existing and future trade or industry requirements, Federal, State and Local laws,
ordinances, and regulations which in any manner affect the fulfillment of a Contract and
shall comply with the same. Contractor shall immediately notify both Materials

SERIAL 11014-SS
Management and the using agency of any and all changes concerning permits, insurance
or licenses.
5.25.2 Respondents furnishing finished products, materials or articles of merchandise that will
require installation or attachment as part of the Contract, shall possess any licenses
required. A Respondent is not relieved of its obligation to posses the required licenses by
subcontracting of the labor portion of the Contract. Respondents are advised to contact
the Arizona Registrar of Contractors, Chief of Licensing, at (602) 542-1525 to ascertain
licensing requirements for a particular contract. Respondents shall identify which
license(s), if any, the Registrar of Contractors requires for performance of the Contract.
5.26 CERTIFICATION REGARDING DEBARMENT AND SUSPENSION
5.26.1 The undersigned (authorized official signing for the Contractor) certifies to the best of his
or her knowledge and belief, that the Contractor, defined as the primary participant in
accordance with 45 CFR Part 76, and its principals:
5.26.1.1 are not presently debarred, suspended, proposed for debarment, declared
ineligible, or voluntarily excluded from covered transactions by any Federal
Department or agency;
5.26.1.2 have not within 3-year period preceding this Contract been convicted of or
had a civil judgment rendered against them for commission of fraud or a
criminal offense in connection with obtaining, attempting to obtain, or
performing a public (Federal, State or local) transaction or contract under a
public transaction; violation of Federal or State antitrust statues or
commission of embezzlement, theft, forgery, bribery, falsification or
destruction of records, making false statements, or receiving stolen property;
5.26.1.3 are not presently indicted or otherwise criminally or civilly charged by a
government entity (Federal, State or local) with commission of any of the
offenses enumerated in paragraph (2) of this certification; and
5.26.1.4 have not within a 3-year period preceding this Contract had one or more
public transaction (Federal, State or local) terminated for cause of default.
5.26.2 Should the Contractor not be able to provide this certification, an explanation as to why
should be attached to the Contact.
5.26.3 The Contractor agrees to include, without modification, this clause in all lower tier
covered transactions (i.e. transactions with subcontractors) and in all solicitations for
lower tier covered transactions related to this Contract.
5.27 PRICES:
Contractor warrants that prices extended to County under this Contract are no higher than those
paid by any other customer for these or similar services.
5.28 GOVERNING LAW:
This Contract shall be governed by the laws of the state of Arizona. Venue for any actions or
lawsuits involving this Contract will be in Maricopa County Superior Court or in the United States
District Court for the District of Arizona, sitting in Phoenix, Arizona
5.29 ORDER OF PRECEDENCE:
In the event of a conflict in the provisions of this Contract and Contractor's license agreement, if
applicable, the terms of this Contract shall prevail.

SERIAL 11014-SS
5.30 INCORPORATION OF DOCUMENTS:
5.30.1 Exhibit A, Pricing;
5.30.2 Exhibit B, Scope of Work;
IN WITNESS WHEREOF, this Contract is executed on the date set forth above.
CONTRACTOR
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AUTHORIZED SIGNATURE
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PRINIED NAME AND TITLE
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ADDRESS 250 0 -1-k ci a e , Az_ Ss25t1
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DATE
MARICOPA COUNTY
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CHAIRMAN, BOARD OF SUPERVISORS DATE
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DATE
APPROVED AS TO FORM:
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LEGAL COUNSEL DifTin

EXHIBIT A
PRICING
Fees
TRI's Professional services skills and rates
Labor Category Hourly Rate
Admin Support $75.00
Telecom Specialist $125.00
Technical Staff $125.00
Developer I $125.00
Project Mgr $90.00
Sr. Consultant $150.00
Developer II $150.00
Security Analyst $200.00
Sr. Security Analyst $250.00
Business Technology Analyst $125.00
Business Technology Analyst Senior . $150.00

EXHIBIT B
SCOPE OF SERVICES
1.0 Introduction/Background/Overview
Maricopa County is seeking consulting and professional services from a qualified firm, herewith referred to
as "Project Management/Contact Center Consultant" or "PMCC", with Contact Center technologies,
systems integration and deployment management expertise. The PMCC will assume responsibility for the
overall project implementation outcome, and will provide two levels of consulting, a) project management
and b) business/technical analysis, to assist the Office of Enterprise Technology (OET) in the
implementation of a new enterprise Contact Center system for Maricopa County.
The implementation of multiple county department Contact Centers will include the deployment of several
levels of technologies, from basic ACD to complex IVR database call functions. There are requirements to
integrate multimedia unified communications such as, voice, fax, live web chat, video, document sharing,
multimedia conferencing with enterprise applications and databases. The PMCC must, therefore,
demonstrate comprehensive experience and expertise in all project areas specified in this document.
The call center environment is highly specialized and beyond the capabilities offered in most basic
telephone systems. Therefore, Maricopa County must acquire additional specialized Automatic Call
Distributors (ACD) equipment as an integral part of their telephone system, or use separate standalone
systems to best meet their needs, and to develop special computer and telephony unified communications
components.
An RFP has already been issued and a contract awarded a vendor for the system purchase and
implementation. The present solicitation is to retain a firm that will act on behalf of OET in a project
management as well as business technical analysis roles, working in collaboration with the system vendor
to ensure the project success. The County anticipates the project to be fully deployed over a period of
approximately 36 months.
1.1 Project Objectives and Goals
The main objective and goal for this project is to successfully and cost effectively implement a
complete and reliable Call/Contact Center System on time and on budget. The County has
significant investments in technologies to improving all levels of communications and is
committed to ensure measurable benefits from these efforts. The County will leverage new
network capabilities and converged TIP/SIP-based voice/data/video communications systems to
develop and deploy new telephony and contact center applications to improve business
communications, work processes, collaboration, and effective customer interactions.
2.0 Project Requirements
2.1 General Scope Description
2.1.1 The PMCC shall develop a detailed project plan with key milestones and timelines
describing the work to be accomplished in accordance with this SOW. The project plan
shall have resource assignments, dependencies, actual costs compared to budgets and all
related activities. The Project Plan shall track all progress and shall be updated regularly
as changes occur.
2.1.2 The PMCC shall prepare high-level weekly project status reports. This will include a
master project plan and status reports in a format specified by the County. If additional
reporting is required, the County will provide the format and intervals at the beginning of
the project. The PMCC's assigned.
2.1.3 Program/Project Manager will report directly to OET and will be responsible for bringing
additional project management and technical resources with specific expertise aligned

with the various project stages. The project resource skill sets are broadly described later
in this SOW.
2.1.4 The PMCC shall provide technical support throughout the system implementation for
each department, testing and final system acceptance. Working with the equipment
supplier and OET staff, the PMCC shall ensure end-to-end project continuity and
integration, from user requirements tied into acquired capabilities. The new Contact
Center system will support many county departments including the STAR Center.
2.1.5 The Contact Center ACD equipment has been recently acquired; therefore, the PMCC
must become intricately familiar with the County's contracts, budgets, and deployment
requirements.
2.1.6 The PMCC shall review the current RFP specifications for the Call Center and all related
documentation, project budgets, department requirements and other documentation as
specified and provided by OET. Additionally, the PMCC shall review any County
documents and recent studies done regarding the County's telephony functional and user
requirements.
2.1.7 The PMCC shall lead the project implementation plans and assure that the system
implementation will be deployed to meet the desired configurations and achieve the
improvements in communications as specified by each department and in the County's
technology Strategic Plans and other similar documentation.
2.1.8 The PMCC shall lead all phases of deployment and be available as a resource to the
County' project staff throughout the system implementation and roll out of all
departments.
2.1.9 The PMCC shall ensure end-to-end project continuity and integration, working with
county staff, communicating the desired project objectives and technology solution
strategies to all project teams. The PMCC shall direct the equipment suppliers to a timely
and successful implementation.
2.1.10 The PMCC, working in collaboration with the system vendor, shall be responsible for
making sure all necessary as-built documentation is created for the new system; such
document shall be crucial for a smooth transition to operation/maintenance by the County
team.
2.1.11 The PMCC shall mentor and coach OET staff assigned to the project to ensure an
effective knowledge transfer between the new system vendor and the OET project team;
the PMCC shall ensure the County team readiness to transition to operational support of
the new system at go-live.
2.1.12 The PMRC shall review all change orders for adjustment of time and money for merit,
alternatives and accuracy; provide independent review and estimating as necessary, make
recommendations for County settlement strategies, assist the County in change order
negotiations and prepare documentation to support the issuance of change orders.
2.1.13 The PMRC shall develop a comprehensive risk management plan addressing how they
will assess potential project risks and develop a plan to address the areas/issues identified
to ensure a successful project implementation.
>°4

2.1.14 The PMRC shall be responsible to review invoices from contractors to assure receipt of
all equipment and services related to the installation and equipment implementation in
County facilities and sites. Any changes or modifications must be noted on invoices for
correction prior to payment by the County.
2.1.15 The PMRC shall provide a staffing plan that will outline by staff type the staff to be
assigned to this project and their related qualifications. The staffing plan shall be in
conformance with the County's fiscal year, July 1 st to June 30th and shall be broken out
by fiscal year for the estimated project. The County reserves the right to accept or reject
any proposed or assigned staff for this project. In the case that the County requests the
removal of any staff member of the PMRC, the PMRC shall utilize all necessary actions
to provide an alternative within two weeks or less.
2.1.16 The PMRC shall work with the County to develop a Steering Committee for the purpose
of providing a group of County and PMRC representatives to make any necessary key
decisions and resolve significant issues arising with the project implementation to allow
the project to move forward. This committee shall be chaired by Maricopa County Chief
Information Officer or his designee.
2.1.17 The PMRC shall develop and deliver to the County at the end of the project a final report
summarizing the project and any and all relevant information on the project.
2.2 Key Tasks and Deliverables
2.2.1 Develop and provide the County a comprehensive project plan and project charter.
2.2.2 Develop and provide the County a comprehensive communications plan to report project
progress and issues resolution.
2.2.3 Review RFP/contract and assist with any subsequent modifications/change orders.
2.2.4 Project Management — weekly/bi-weekly/monthly meetings.
2.2.5 Meetings with Stakeholders/OET.
2.2.6 Prepare meeting agenda, notes, track action items, task completion status, overall project
progress updates.
2.2.7 Prepare Executive Reports and presentations as needed.
2.2.8 Lead Implementation Activities with Vendors/Installation Crew/Maricopa.
2.2.9 Test Area is anticipated to include the chambers building and the Data Center.
2.2.10 OET staff/user training coordination.
2.2.11 STAR Center implementation and training coordination.
2.2.12 Provide a final report documenting the implementation process.
2.2.13 Develop and provide a risk management plan as defined in section 2.1.12.
2.2.14 Other implementation activities as needed and authorized by the County.

2.3 Locations and Term of Performance
This scope of work will be performed at the various County locations for meetings and
implementation activities, all other administrative tasks can be performed at the PMCC's own
local office, and/or any office location designated by the County. The PMCC must be available by
telephone during regular business hours and must be present for short notice, same day meetings
at the County Offices.
Maricopa County anticipates the project to be fully deployed over a period of approximately 36
months.
2.4 Confidentiality
The PMCC shall be required to sign a confidentiality agreement as specified by the County and
adhere to all County security and ethical policies.
3.0 PMCC Qualifications
It is anticipated that to be able to meet the project requirements outlined in this SOW, the PMCC will at any
given time and based on the need, have to use a combination of project management and business/technical
analysis resources with a mix of skill sets. However, the PMCC shall maintain as needed the following
resources a Project Manager, Business Technology Analyst, and Business Technology Analyst Senior on
the project. If additional resources are needed then the PMCC needs to stay within the following budget of
$41,667.00 per month and not exceed this budget unless approved in advance by Maricopa County. Please,
submit resumes for all your team resources intended to staff the project. All proposed team member
qualifications shall comply with the broad functional qualifications outline below, in section 3.1 and 3.2.
Maricopa County, at its sole discretion, will interview and accept each proposed team member before they
can work on the project.
3.1 PM functional qualifications
3.1.1 Must have proven track record of facilitating and providing independent and objective
consulting services.
3.1.2 Must demonstrate extensive project management capabilities and a proven record of
directing projects of this type and magnitude.
3.1.3 Expertise and experience with financial analysis, project budgets, equipment components
cost detail, software license cost structure, equipment maintenance and support cost
analysis, cost of ownership analysis, capital expense and operating expense analysis,
maintenance support cost detail and equipment component itemization analysis.
3.1.4 Experience and expertise with large call center deployments and installation project
management.
3.1.5 Must demonstrate excellent written and verbal communications and provide sample
reports and presentations from previous engagements.
3.1.6 Must demonstrate the ability to work with all levels of staff and management in large
government organizations.
3.1.7 Have extensive knowledge of current contact/call center technologies.
3.1.8 Deep understanding of call management methods, customer service and call center
service level analytics, staffing models, call volume reports and report data extrapolation.
3.1.9 Expertise and experience with call center trunking requirements, carrier services, network
based routing, WAN facilities connectivity and transport, network configurations
supporting Dialed Number Identification Service DNIS routing.

3.1.10 Expertise and experience with specifications for desktop software application and
enterprise database integration to IYR and call center systems.
3.1.11 Expertise and experience with configuration design, programming and deployment of
Voice Mail Automated Attendant and IVR systems, system performance measurements
related to call volume and user analytics.
3.1.12 Experience and expertise with Auto Attendant and IVR speech and dialing call routing
tree menus and text-to-speech and speech recognition applications.
3.1.13 Experience and expertise with Computer Telephony applications and integration.
3.1.14 Knowledge of business operations and functions within the organization to effectively
relate to department communications needs. User needs analysis and survey analytics
experience.
3.1.15 Expertise and experience to effectively oversee the project from conception to full
implementation, including system delivery compliance and within County procurement
rules.
3.1.16 Expertise and experience with business continuity specifications, design and deployment
of telecom CPE and hosted redundancy, disaster recovery, failover strategies.
3.1.17 Must be able to pass a Maricopa County background check.
3.2 Business/Technical Analysis Functional Qualifications
3.2.1 Expertise and experience with configuration design, programming and deployment of
Voice Mail Automated Attendant and IVR systems, system performance measurements
related to call volume and user analytics.
3.2.2 Knowledge of business operations and functions within the organization to effectively
relate to department communications needs. User needs analysis and survey analytics
experience is a plus.
3.2.3 Expertise and experience with financial analysis to include, project budgets, equipment
components cost detail, software license cost structure, equipment maintenance and
support cost analysis, cost of ownership analysis, capital expense and operating expense
analysis, maintenance support cost detail and equipment component itemization
analysis.
3.2.4 Applications programming competencies and systems analysis with particular emphasis
in:
3.2.4.1 Legacy systems discovery/documentation.
3.2.4.2 Relational databases.
3.2.4.3 Justice systems.
3.2.4.4 Law enforcement systems.
3.2.4.5 Applications/systems security, policy, and compliance regulations and statutes.
3.2.5 Business process and user needs analysis documentation.
3.2.6 Must be able to pass a Maricopa County background check.

SERIAL 11014-SS
TELECOM RESOURCES INT'L INC. 7119 E. SHEA BLVD. #109-486, SCOTTSDALE, AZ 85254
PRICING SHEET: 9587701
Terms: NET 30
Vendor Number. 2011000599 0
Telephone Number: 602/722-0256
Fax Number: 480/451-1247
Contact Person: Victoria Thomas
E-mail Address: vthomas@tri-l.com
Certificates of Insurance Required
Contract Period: To cover the period ending January 31, 2014.