Common use of Knowledge Management Clause in Contracts

Knowledge Management. KNOWLEDGE MANAGEMENT services will include the implementation of an e-care and knowledge management system. During the Start-up Services, the primary focus in Knowledge Management area is to establish the design integration with the balance of the overall solution and to establish basic infrastructure, particularly data capture and data base aspects. The e-care system (deployed in Full Functional Services) will be comprised of the following assets: automated e-mail and web-forms (ERMS), and virtual web chat (WebGenie) capabilities based on text processing machine learning "artificial intelligence" (AI) technology from ▇▇▇▇▇▇ Laboratories (IBM Mail Analyzer). The knowledge management system will provide customer web customization, personalization, profiling and tracking. It encompasses the development and management of a support- ------------------------------------------------------------------------------- IBM Confidential May 12, 2000 Page - 27 - Exhibit 1A SI SOW knowledge base, and it will be integrated with ERMS, WebGenie and Clarify. The knowledge management infrastructure can also be leveraged by EMW Business Intelligence applications This activity includes the following specific tasks: CUSTOMER ACQUISITION, CUSTOMER CARE, AND REVENUE MANAGEMENT: WEB ORDERING, STATUS, INFORMATION BACKEND INTEGRATION An element of the EMW Web Channel solution (provided separately by EMW) is the browser based thin client presentation component. The plan is for a combination of Clarify and SCT to provide the identified capabilities (some will be deferred to the Full Functional Services phase) to interface to and support web-based registering and ordering, checking status, and retrieving information. The scope of this task is to (a) examine and validate the additional interface requirements, and (b) architect, design, develop, and deploy the interfaces with the appropriate backend systems. COMPLETION CRITERIA This task will be considered complete when IBM provides the deliverables specified below to the EMW Contract Executive. DELIVERABLES - Knowledge Management Architecture Specification Document - Detail Design Document - Usability Test Plan - Unit Tested Source Code - Deployment Plan - System Test Report - User Acceptance Test Report - Updated Transformation Management Plan CUSTOMER CARE, CUSTOMER ACQUISITION, REVENUE MANAGEMENT: MESSAGING The proposed Customer Contact Center for Customer Care Services requires a messaging infrastructure to be established to support the CSR's in the execution of their tasks. This task provides the required services for messaging capabilities using Lotus Notes. It is assumed that all messaging related services required for Start up Services are provided by the standard capabilities of Notes. ------------------------------------------------------------------------------- IBM Confidential May 12, 2000 Page - 28 - Exhibit 1A SI SOW COMPLETION CRITERIA This task will be considered complete when IBM provides the deliverables specified below to the EMW Contract Executive. DELIVERABLES - Messaging Architecture Specification Document - Detail Design Document - Usability Test Plan - Deployment Plan - Transformation Management Plan CUSTOMER CARE, CUSTOMER ACQUISITION, REVENUE MANAGEMENT: KNOWLEDGEBASE An element of the EMW Web, voice, and e-mail Channel solution is Customer Profiling. In the Start up Services phase, the in-scope activities focus on knowledge collection that will be used in the Full Functional phase for Campaign management (in conjunction with Business Intelligence Solutions), e-care (Lotus), Personalization, Direct Marketing, and Pricing (potentially). Knowledge search and retrieval capabilities are out of scope for the Start up Services phase with the exception of basic retrieval for testing purposes. The emphasis in Start-up Services is on preparation to deploy a knowledge base repository. The scope of this task is to (a) examine and validate the knowledge store and business rules requirements, and (b) architect, design, develop, and deploy the knowledge base. Based on business requirements validation and associated time constraints, the scope of this task will include the implementation of an operational system providing the following functionalities: - Ability to automatically and continuously gather info from internal sources i.e. continuously update a common knowledge base so that the latest resolutions are available. - Ability to display text search results by highest occurrence. - Ability to search based on: - Word stems, Key words, subject - Synonyms, proper names, alphabetically - Ability to capture customer questions to track most FAQ's, e.g. enter customer question associated with a category (product or service). COMPLETION CRITERIA This task will be considered complete when IBM provides the deliverables specified below to the EMW Contract Executive. ------------------------------------------------------------------------------- IBM Confidential May 12, 2000 Page - 29 - Exhibit 1A SI SOW DELIVERABLES - Knowledge Base Architecture Specification Document - Technical Prototypes