6.1g ERMUSR 03-12-2024 - Laserfiche WebLink

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Authorized Users. The Supplier should ensure that only authorized and authenticated users have access to the customer x 130 data and should describe what controls and processes will be utilized to achieve this requirement. Yes Please see detail response in REP Bid 131 Auditability. All record of access and change of customer data should be auditable. Yes x Please see detail response in RFP Bid 132 Log Unauthorized Use: All unauthorized use and change of customer data should be detected and logged. x Data Ownership: The Purchaser will retain ownership of all customer information. The customer information is only x 133 provided to the Supplier for specific use in support of this Endpoint Deployment Services project. No other use is authorized. End -of Contract Data Purge: The Purchaser requires all customer information to be purged from the Supplier's systems x (including handhelds) in accordance with NISf SP 800-88 media sanifization guidelines for'purging' of data when this 134 information becomes no longer required by the Purchaser. This will be targeted 12 months after the last meter is exchanged and must he requested in writing from the Purchaser's project manager. Handheld Security Requirements Handheld Mobile Device Data Security: The Supplier should have handheld security features that aid in preventing the X data from being extracted if device is lost in the field (i.e. authentication, screen locks, time outs, encryption, poison pill, 135 mote data wipe, etc.). Loss of Handheld: The Supplier should have procedures to inform the Purchaser in the event of a lost or stolen X handheld. Describe the process for identification of the data lost in the handheld device and the process for re -acquiring 136 the lost completion data. Provide metrics on frequency of lost handheld devices during a deployment project. Contact Center Security Core Security Requirements: The data and Information Technology Security requirements should be applicable to the X 137 Suppliers Call Center environment(s). The Supplier is required to acknowledge its compliance with these requirements. Customer Identification: Customer identification procedures should be used in Suppliers Call Center to validate that the X 138 customer is who they say they are (Authentication) in order to prevent social engineering attacks. Scrapping Meters Electric ERT Resale Value: For the Purchaser's Itron ERT meters, please quote a proposed market value that the Supplier X 139 could coordinate for the selling of the electric ERT meters. Approximately 25 percent of the ERT meters are seven years or less n age. Scrapping Process: The Supplier should develop and obtain approval from Purchaser for the process used following X 140 meter/module removal including shipping, storing, processing, and scrapping. 141 Electric Meter Waste Sorting: The Supplier may be required to separate both electric and water meter waste by glass vs. X plastic covers, and/or non -electronic vs. electronic waste. Supplier Accountable to Scrapping: Supplier is accountable for all meter scrapping. The Supplier is fully accountable to X 142 follow all State and Federal environmental laws relating to materials scrapping and disposal. Scheduling of Water Meter and Module Appointments and Unreachable Electric Meter Locations Supplier Best Practice: This bid is asking the Suppliers to propose what they have found to be the most effective X approach for scheduling and customer's availability for appointments primarily for the water meter and module replacements. This recommendation should be defined within the Proposal as Addendum p 1: Appointment Scheduling. The objective is to obtain the highest percent of met appointments and meter exchanges on the initial appointment and the fewest remaining appointments to re -schedule with the on the second attempt and the lowest 143 remaining accounts that require a third attempt. The Purchaser is asking the Supplier to propose their entire awareness and marketing programs with the use of press releases, bill inserts, web site updates, email use, text messages, and other media and means for the most optimal appointment obtainment and cost effectiveness for the Purchaser. Electric Appointments: For locations behind gates without gate keys available from the utility, obstructed electric meter X locations and other "access" issues that an appointment is may be necessary to exchange the electric meter, Supplier 144 shall notify the Utility for mutual resolution. All electric meters are located on the outside of the premise. Maximum of 3 Attempts: For those locations where the Supplier may be required to make contact with the customer X prior to performing the work, the Supplier should make a minimum of three (3) attempts to contact the customer. If after three (3) attempts the Supplier is unable to contact the customer for electric or for water the customer failed to 145 keep a committed appointment, the Supplier should then provide records showing the attempted contacts and proceed to change the meter. Please state otherwise if (3) attempts are not standard practice in your preferred model and/or if it is not included in the base bid. Documentation of Customer Communications: Any communication with the customer or any attempt to communicate X 146 with the customer should be documented by the Supplier. Electric Life Support Accounts: Purchaser may provide a list showing those customers who are registered as having fife X Support Equipment or "Life Support Status" - this is estimated to be approximately 21 premises. The Supplier may be 147 required to provide all call center services needed to make verbal contact with these customers prior to disconnecting power and ensuring that these customers are aware that the power will be interrupted when the work is performed. Scheduling of Water Meter Appointment: Supplier should provide a toll -free number for customer questions regarding X installation scheduling. Purchaser may use its toll -free number for general AMI questions. Numbers to he listed on all 148 customer communications. Supplier to recommend best practices if different. 149 Web Based Water Meter/Module Appointment Scheduling: Proposals must include a means for customers to schedule Yes X installation appointments via web site. Web Based Water Meter/Module Appointment Scheduling Changes: Proposals must include a means for customers to X 150 change their appointment installation appointments via web site. Voice Mail Support. The Supplier should indicate availability of voice message retrieval and, if applicable, describe X 151 latency of message retrieval and response. 152 Supplier should create a FACE document for communications with customers. FAO, document may be approved by X Purchaser. X 153 Adult 18 Years or Older Must be Present at Customers Home: No installer shall enter a residence without the permission of an adult member of the household at least 18 years of age 154 Police Entry Assistance: A limited number of installations may require police assistance for access. The Supplier should X coordinate with Purchaser for any Police entry customer sites.