Bell Gardens City Council
October 23, 2023

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

increase enrollment. The EDD program was replaced by the Affordable Connectivity Program (ACP) in March 2022.
• Riverside County Information Technology (RCIT)
- RIVCO Connect – A comprehensive public education to narrow the digital divide in Riverside County by encourages eligible residents to learn about and enroll in - Affordable Connectivity Program (ACP), which provides free internet to households in the County that meets eligibility requirements.
• Common Sense Media
- Arizona Affordable Connectivity Program (ACP) Public Education Program – A pilot public education campaign for Affordable Connectivity Program (ACP) in Maricopa County, Arizona to encourages eligible residents to learn about and enroll in the program. • California Public Utilities Commission
- Universal Lifeline Telephone Service – Public awareness campaign to increase awareness and enrollment in Universal Lifeline Telephone Services (ULTS) among income-eligible households with phone service but not already participating in ULTS. • CalRecycle
- Proper Oil Change Awareness and Used Motor Oil and Filter Recycling – A public education campaign that informed California residents about oil change best practices based on appropriate mileage intervals.
• L.A. County Public Works
- Regional Used Motor Oil and Oil Filter Recycling and Collection Public Education Program – SAESHE has been working successfully with Public Works to reach DIYers in the county through a multicultural and integrated public education campaign. • California Department of Conservation
- Water Bottle Crisis Campaign – SAESHE helped increase California’s awareness of the impact that empty water bottles have on the environment.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

• City of Bell
- Regional Used Motor Oil and Oil Filter Recycling and Collection Public Education Program – An environmental education program that was designed to educate residents and to promote proper used motor oil and oil filter recycling habits through media outreach, functional item production and distribution, and proprietary “used oil filter exchange” events.
• City of Santa Fe Springs
- Regional Used Motor Oil and Oil Filter Recycling and Collection Public Education Program – An environmental education program that was designed to educate residents and to promote proper used motor oil and oil filter recycling habits through media outreach, functional item production and distribution, and proprietary “used oil filter exchange” events.
• City of Covina
- Regional Used Motor Oil and Oil Filter Recycling and Collection Public Education Program – An environmental education program that was designed to educate residents and to promote proper used motor oil and oil filter recycling habits through media outreach, functional item production and distribution, and proprietary “used oil filter exchange” events.
• City of Lynwood
- Regional Used Motor Oil and Oil Filter Recycling and Collection Public Education Program – An environmental education program that was designed to educate residents and to promote proper used motor oil and oil filter recycling habits through media outreach, functional item production and distribution, and proprietary “used oil filter exchange” events.
• California Department of Public Health
- It’s Up to Me – Public education program to reduce teen pregnancy rate and other risky behaviors such as substance abuse.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

• City of Pasadena/Flintridge Center
- Real Change Movement – A public education campaign to educate and inform the public about the issue of homelessness, increase awareness about homeless services available in the community, and generate funds for local service providers. • California State Licensing Board
- Licensed Contractor Outreach – Social marketing campaign to encourage the residents to work with licensed contractors.
• California Food and Agriculture
- Asian Traveler Outreach – Public awareness campaign to educate travelers on the importance of not importing prohibited agricultural products from Asia and the consequences of such acts if they are caught.
• California Department of Health Services
- BabyCal – Public education campaign to educate women and their families about the importance of prenatal care, practicing healthy behaviors during pregnancy, and the availability of state programs that can help expectant mothers. - Healthy Families – Public education campaign to encourage qualified families to enroll children under 18 for medical, dental and vision care coverage through Health Families Program (HFP) and Medical for Children (MCC), managed by California Department of Health Services (DHS).
- Teen Pregnancy Prevention (TPP) – PR team generated over 1 million media impressions monthly throughout the duration of the three-year campaingn. The resulting impact showed California teen pregnancy rate steadily decreased and Asian American women visiting the Family PACT clincics steadily increased.
• LA County Department of Public Health
- Just Be Ready – A public education campaign to build awarenss of the importance of having a family communications plan and an emergency kit in case of a natural or unnatural disaster.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

- H1N1 / Clean Hands / Vaccinate – Public awareness and social marketing campaign to inform and educate LA County residents on prevention of H1N1 as well as maintain health and cleanliness through washing hands.
• LA County Department of Health Services
- Cervical Cancer Awareness – To educate the residents about the importance of screening for cervical cancer… early detection saves lives. • Southern California Association of Governments (SCAG) - Regional Transportation Plan/Sustainable Communication Strategies – To inform and engage the community about the planning efforts and the impact of transportation on the environment.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

4.2 Mandatory Minimum Requirements

Five Years of Experience Planning and ImplemenHng Public EducaHon and Outreach Programs

SAESHE not only meets this Mandatory Minimum Requirement but far exceeds it. We are an award- winning communications agency in Los Angeles that has planned and implemented education and outreach programs for a variety of public and private clients for 25 years. With a focus on statewide and regional markets, our campaigns for L.A. County Public Works, City of San Gabriel, City of Covina, City of Lynwood, California Emerging Technology Fund, L.A. County Internal Service Department, First 5 California, LADOT Transit, Riverside County Information Technology (RCIT), and Common Sense Media have been implemented within the last five years.

We have been able to build public and private communication outreach plans by utilizing proven methods to ensure that the program meets its goals and objectives. The following is a list of public and/or private education experiences that far exceed the Minimum Mandatory Requirement #1:
• L.A. County Public Works (2008 – Present)
Regional Used Motor Oil and Filter Recycling and Collection Public Education Program • City of Lynwood (2019 – Present)
Regional Used Motor Oil and Filter Recycling and Collection Public Education Program • City of San Gabriel (2021)
Regional Used Motor Oil and Filter Recycling and Collection Public Education Program • City of Covina (2021 – Present)
Regional Used Motor Oil and Filter Recycling and Collection Public Education Program • California Emerging Technology Fund (2008 – Present)
Get Connected! Ini>a>ve
• Common Sense Media (2022 – Present)
Arizona Affordable Connectivty Program (ACP) Public Education Program • Riverside County Information Technology (2022 – Present) RIVCO Connect
• LADOT Transit (2016 – 2020)
LADOT Transit’s new state-of-art compressed natural gas and electric bus

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

• L.A. County Internal Service Department (2021 – 2022) Delete the Divide
• First 5 California (2021)
New Parent Kit Launch

The following four case studies meet the Minimum Requirement:

Los Angeles County Public Works
Regional Used Motor Oil and Filter Recycling and Collection Public Education Program (2008 – Present) Since October of 2008, our staff at SAESHE has helped Los Angeles County Public Works successfully increase used motor oil and oil filter recycling amongst county residents through a multicultural public outreach campaign. The campaign continues to target Caucasian, African American, Armenian, Hispanic, and Asian American “Do-It-Yourself” (DIY) oil changers in L.A. County. We have increased awareness and educated communities with high levels of illegal waste-dumping of the harsh impacts of improper disposal of used motor oil and oil filters and the effects this behavior has on the environment.

Strong Relationships with Media in L.A. County
SAESHE has long-established relationships with media outlets within L.A. County. The relationships allowed SAESHE to negotiate effective and cost-efficient media placements which targeted audiences in diverse languages: English, Spanish, Chinese (Mandarin & Cantonese), Korean, Vietnamese, Armenian and Cambodian. Paid media placements consistently garnered over 50% in added value spots expanding a limited media budget for this program. Also, in-language media plays a significant role when reaching out to ethnic communities. All materials including tactical ads, stickers, promotional items, event flyers, hotline information and banners/signs were created in the languages of our target ethnic populations.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

First 5 California
New Parent Kit (2021)
SAESHE played a pivotal role as part of a statewide team in a comprehensive public education campaign specifically targeting California's multicultural audience. The campaign encompassed a wide range of strategic in-language public relations efforts, including organizing media town hall meetings, deploying impactful digital ads, and spearheading the launch of the Free First 5 California kit.

We created a New Parent Video, edited and made it available in Korean, Chinese, Vietnamese, and Spanish, ensuring effective communication with diverse communities. It was hosted on First 5 website to promote the Free First 5 California kit.

SAESHE coordinated Asian language media outreach to encourage reporters to attend town hall meetings, which served as a platform to launch the Free First 5 California kit. These events provided an opportunity to engage with key stakeholders, local leaders, and community members, generating awareness and garnering support for the initiative.

To amplify the reach of the campaign, SAESHE created compelling digital ads that strategically targeted California's multicultural communities. These ads were designed to capture attention, convey key messages, and drive engagement with the Free First 5 California kit.

In addition, SAESHE distributed a press release to Asian language media highlighting the Child Care Crisis, shedding light on the urgent need for quality childcare services and advocating for support and resources. This press release aimed to raise awareness among policymakers, stakeholders, and the general public, sparking conversations and driving action towards addressing the childcare challenges faced by families in California.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

City of Lynwood
Regional Used Motor Oil and Filter Recycling and Collection Public Education Program (2019 – present) City of Lynwood reached out to SAESHE in early 2019 to assist with Certified Collection Center site visits to satisfy the OPP8 CalRecycle grant requirement. Thereafter, the relationship evolved to where SAESHE implements and manages the City’s Regional Used Motor Oil and Filter Recycling and Collection Public Education Program, which reaches the City of Lynwood residents to increase awareness, encourages them to take action, and ultimately convinces them to develop behavioral changes that result in used motor oil and oil filter recycling. The campaign includes drafting and creating media materials, media outreach, and social media postings.

Program Components
Due to the COVID-19 pandemic, the program was put on hold in March 2020 and in-person events were cancelled. In place of those events, we conducted telephone interviews and drive-by checks for signage display at CCCs in May 2020. Funds allocated to the Filter Exchange Event were re-routed to placing PSA ads in the City of Lynwood to increase awareness of used motor oil and filter recycling among its residents.

As the COVID-19 pandemic continued in 2001, virtual coupon Filter Exchange Drives were conducted in lieu of traditional in-person events. In addition to the Drives, branding ad placements, flyers, and an educational B-roll were utilized to encourage DIYers to properly recycle their used motor oil and oil filters. With the help of the Los Angeles Conservation Corps (L.A.CC), 2,000 flyers displaying 6 CCC locations were distributed in highly populated residential areas in the City of Lynwood. In addition, an outdoor poster board was placed in a high-traffic location near a local CCC.

In 2022, the City of Lynwood hosted one Filter Exchange Event in June at AutoZone, where we collected 41 filters and 35 gallons of used motor oil.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

City of Covina
Regional Used Motor Oil and Filter Recycling and Collection Public Education Program (2021 – present) The City of Covina awarded a 6-year contract to SAESHE in 2021 to implement City’s Used Motor Oil and Oil Filter Recycling Public Education program. SAESHE began working on the programs in early 2022, the first year of the contract, due to the Pandemic restrictions in 2021.

SAESHE leveraged our relationship with L.A. County Public Works and CalRecycle to share resources with the City of Covina since the grant fund had been reduced significantly due to the Pandemic. This allowed the City to host an in-person filter exchange event, paid media placement, and Certified Collection Site Visits with a limited budget.

SAESHE plans to expand the program by implementing social media outreach and creating a more robust online presence.

Filter Exchange Event
Covina AutoZone Filter Exchange Event took place on Saturday, June 18, 2022, where 64 filters and 44 gallons of the used motor oil were collected. The event was promoted through City’s online channels, such as the website, social media, and trash bill insert. SAESHE also worked with Los Angeles Conservation Corps to conduct neighborhood canvassing to distribute flyers. Other publicity methods included paid Facebook ads, and direct mail.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

4.3 Mandatory Minimum Requirements

Three Years of Experience with Broadband AdopHon Public EducaHon Campaigns

SAESHE not only meets Mandatory Minimum Requirement but far exceeds it. We have been managing public education campaigns to narrow the digital divide and increase the adoption rate for broadband internet adoption in California for the last 15 years. Our team’s key personnel assigned to manage this Contract collectively have decades of experience with broadband adoption public education campaigns.

With a focus on statewide and regional markets, our campaigns for California Emerging Technology Fund, L.A. County Internal Service Department, Riverside County Information Technology (RCIT), and Common Sense Media have been implemented within the last three years.

• California Emerging Technology Fund (2008 – Present)
Get Connected! Ini>a>ve
• L.A. County Internal Services Department (2021 – 2022) Delete the Divide
• Common Sense Media (2022 – Present)
Arizona Affordable Connectivty Program (ACP) Public Education Program • Riverside County Information Technology (2022 – Present) RIVCO Connect

The following four case studies meet the Minimum Requirement:

The California Emerging Technology Fund (CETF)
Get Connected! Ini7a7ve (2008 – Present)
The multilingual and multicultural Public Awareness and Education Get Connected! Program was launched in 2008 to raise awareness about the benefits of broadband high-speed Internet access at home. SAESHE has been helping California Emerging Technology Fund (CETF) encourages the state of California to Get Connected! to broadband internet service and utilize the wide range of benefits and capabilities it offers.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

The pandemic has laid bare the Digital Divide - exposed a “Digital Cliff” with low-income digitally disadvantaged residents falling off into deeper poverty and greater isolation. The new reality of millions of students, workers, and patients trying to be online simultaneously has spotlighted the inadequacies of Internet infrastructure throughout the state, especially in underserved rural communities and poor urban neighborhoods.

Digital inequality is not a technological problem and the pandemic in the U.S. has disproportionately impacted individuals and families living in poverty. Thus, making broadband affordable for low-income communities must be a priority. In May of 2021, Congress created Emergency Broadband Benefit, an FCC internet subsidy program which ended on December 31, 2021. March of 2022, Congress created the Affordable Connectivity Program (ACP), a new long-term, $14 billion program, to replace the Emergency Broadband Benefit Program.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

Get Connected California! ACP Mobilization
Get Connected! California mobilization events were held in August and October 2022 to expand broadband access for Californians. The organizations across the state hosted 49 enrollment events to ensure that every eligible student and family were aware of and enrolled in the Affordable Connectivity Program (ACP). SAESHE coordinated the statewide events and developed household packets, marketing materials, event manuals, and staff training to make hosting an enrollment assistance event and distributing information easy.

Award-Winning Logo Design
SAESHE developed, together with a partnering public relations firm, a brand for the campaign that concisely and effectively communicated CETF’s message and goals. The final name and tagline – “Get Connected! Your Life Made Easier” – communicated the ability to make everyday activities more manageable and motivated action to get connected. The name and tagline were translated into English, Spanish, and Chinese, and then focus groups were brought into test for relevance and effectiveness.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE went on to develop an award-winning logo to brand the campaign across its various channels (2009 Bronze Prism Award for Logo Design).

Results and Impact
The campaign successfully increased ACP enrollment, generated a substantial increase in calls to the CETF’s Call Center, mobilized applications through Get Connected California events, and significantly boosted engagement with the ACP application page on the IFAN website.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

L.A. County Internal Services Department (ISD)
Affordable Connec7vity Program Public Educa7on and Enrollment Campaign (2021 – 2022) On November 16, 2021, the Board of Supervisors approved a mo>on to invest in immediate and longer- term efforts to provide affordable and reliable high-speed internet services to underserved communi>es impacted by the digital divide (Mo>on). One of the most immediate Board direc>ves was for ISD to coordinate a countywide promo>onal campaign on financial subsidy programs to assist cons>tuents with the costs of computers and internet service, specifically the Emergency Broadband Benefit (EBB) program administered by the Federal Communica>ons Commission (FCC). This program provides qualifying households with a $50 monthly subsidy for broadband service and a one->me subsidy of $100 for the purchase of a computer, laptop, or tablet. It is es>mated that 1.6 million Los Angeles County households may be eligible for these subsidies.

Implementa+on of Public Educa+on Outreach Campaign
SAESHE launched a targeted mul>-media, mul>-language awareness campaign. Adver>sing was targeted at households in high-need zip codes. Some County departments emailed, or texted county services clients and handed out over 650,000 printed flyers to eligible par>cipants.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

Earned media also was part of the effort: News from the LA County sponsored press event was carried in 38 outlets, many of which were community news outlets. Ethnic media outlets were cri>cal for outreach.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

Get Connected Los Angeles! ACP Mobiliza+on
In December, SAESHE coordinated Get Connected! Los Angeles mobiliza>on, in-person ACP enrollment events at seven County libraries. SAESHE coordinated event staffing, secured community-based organiza>on ACP enrollment specialists, recruited volunteers, trained event staff, developed evet manuals, and device survey. L.A County Internal Services department distributed almost over 900 devices to income-qualified residents.

Results and Impact
The campaign generated a significant increase in calls and applications, driving ACP enrollment and bridging the digital divide. Over 650,000 flyers and extensive media coverage further amplified the campaign’s impact, reaching a large audience and raising awareness. Overall, the campaign’s success in increasing ACP enrollment and creating substantial engagement demonstrates its effectiveness in promoting affordable internet access in Los Angeles County.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

Common Sense Media
Affordable Connec7vity Program Awareness/Adop7on Campaign (2021 – Present) The Infrastructure Investment and Jobs Act (2021) offers an historic opportunity to close the digital divide once and for all. Among other benefits, the IIJA legisla>on created the $14B Affordable Connec>vity Program (ACP), which provides low-income households with $30 a month s>pend to pay for internet service and $100 toward a one->me purchase of a device for eligible households.

Common Sense, na>on's leading nonprofit organiza>on dedicated to improving the lives of all kids and families, sought to raise awareness of this new benefit to inform eligible families of the ACP, in Phoenix, Arizona by launching a media campaign.

Implementa+on of Public Educa+on Outreach Campaign
Afer conduc>ng a market survey pinpoin>ng areas with heavy concentra>on of eligible popula>on, especially in underserved areas, and their media consump>on pakern, SAESHE developed a media campaign that u>lized various media channels. The campaign messaging was built around affordability of home internet through ACP subsidies. Media integra>on interviews with community leaders, trusted messengers among target residents, were secured. Ar>cles highligh>ng ACP benefits were also distributed to key media outlets and generated addi>onal exposure to the campaign. • Media Strategy
Our campaign generated interest in these benefits at three key moments: As people experience the need for affordable and reliable broadband, when they have the time to sign up for the program, and when they are searching for more information on the program or how to enroll.

This meant placing ads on social platforms, online video and gaming sites (when internet speed and reliability are key), as well as at bus stops and other outdoor advertising opportunities, and/or in leisure magazines (when people have time to sign up). It also meant reaching people where they are, like in laundromats and libraries, and when they are searching for more information about the program.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

• Creative
Ads took audiences to www.GetMyInternet.org , which housed information about the Affordable Connectivity Program in Spanish and English sign-up links to the program, as well as ways to connect to local institutions that can provide hands-on assistance. The website featured digital citizenship and literacy materials.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

Results and Impact
The campaign generated a total of 3,745 calls/leads, indica>ng a strong level of engagement and interest from the target audience. Through effec>ve media integra>on, including interviews, ar>cle placements, and media outreach, the campaign generated an impressive 15 million impressions, maximizing its reach and visibility. The pilot campaign in Arizona proved par>cularly successful, with 49% of the na>onwide traffic to getmyinternet.org origina>ng from the state. This led to a substan>al increase in ACP enrollment in Arizona, rising from 278,736 on July 31 to 322,108 on October 24, with 43,372 new enrollments. These results highlight the campaign's effec>veness in driving awareness and enrollment in the program, ul>mately helping to bridge the digital divide in Arizona.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

Riverside County Information Technology (RIVCO Connect) Affordable Connec7vity Program Public Educa7on and Enrollment Campaign (2022 – Present) RIVCO Connect, an ini>a>ve launched by the Riverside County Board of Supervisors, aims to promote broadband expansion, bridge the digital divide, and ensure equitable access to high-speed internet services across Riverside County. As part of this ini>a>ve, SAESHE partnered with the County to implement a comprehensive public educa>on campaign to increase awareness of the Affordable Connec>vity Program (ACP) and encourage enrollment among eligible residents. This case study highlights the strategies and tac>cs employed by SAESHE to effec>vely reach diverse popula>ons and achieve the goals of the RIVCO Connect ini>a>ve.

Since September 2022, SAESHE has been an integral part of the RIVCO Connect ini>a>ve. Recognizing the importance of public educa>on and outreach in promo>ng the ACP, SAESHE brought its extensive experience and exper>se to the table. We collaborated closely with the Riverside County Informa>on Technology (RCIT) and other stakeholders to design and implement a comprehensive public educa>on campaign that targeted diverse communi>es across the County.

Mul+-Lingual Public Educa+on Campaign
One of the key strategies employed by SAESHE was the launch of a mul>-lingual public educa>on campaign. We recognized the linguis>c diversity within Riverside County and the need for tailored communica>on to reach different language communi>es.

To address this, we implemented the following tac>cs:

• Translated Materials
SAESHE provided translated materials in multiple languages, including Spanish to ensure accessibility and inclusivity.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

• Multilingual Advertising
We developed and disseminated multilingual advertisements through various media platforms, such as TV, radio, and social media, to effectively reach non-English speaking populations and raise awareness about the ACP.

• Community Outreach
SAESHE organized community events conducted in different languages, providing residents with information about the ACP, eligibility criteria, and enrollment process. These events fostered engagement and offered personalized assistance to individuals seeking to enroll in the program.

• Culturally Relevant Messaging
Our team incorporated culturally relevant references, symbols, and stories in our communication materials to resonate with diverse cultural backgrounds and enhance the impact of the campaign.

• Multicultural Outreach Events
SAESHE actively participated in multicultural outreach events, including community fairs, festivals, and cultural celebrations, to directly engage with residents and disseminate information about the ACP.

• Language-Specific Hotlines
We established language-specific hotlines staffed by trained professionals, ensuring that individuals could receive assistance in their preferred language. This facilitated the enrollment process and addressed any concerns or questions raised by residents.

• Partnerships with Community Organizations
SAESHE formed strategic partnerships with local community organizations serving specific language communities. These partnerships allowed us to leverage their networks,

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

disseminate information through trusted channels and maximize the reach and impact of the public education campaign.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

Results and Impact
Through our concerted efforts and the implementa>on of the mul>-lingual public educa>on campaign, SAESHE successfully raised awareness about the ACP and increased enrollment among eligible residents in Riverside County. The campaign reached diverse popula>ons, effec>vely broke language barriers, and made the program accessible to individuals from various cultural backgrounds. By tailoring our approach to the linguis>c and cultural needs of different communi>es, we fostered inclusivity and ensured that all residents had the opportunity to benefit from the ACP and bridge the digital divide.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

4.4 Mandatory Minimum Requirement

Five Years of Experience in Mul4-Lingual Public Educa4on Campaigns

SAESHE not only meets this Mandatory Minimum Requirement but far exceeds it. Our firm has 25 years of experience in managing multi-lingual public education programs to help numerous clients engage diverse communities. Some of the programs required our work to be produced and conducted in multiple languages such as Spanish, Chinese, Korean, Vietnamese, Japanese, Tagalog, Farsi, Armenian, and Russian.

As listed below, many of SAESHE staff are native speakers of language other than English. We have not only translated materials but have created or adapted a myriad of communication and marketing materials, including:
• Media Materials – press releases, media advisories
• Messaging – key messages, Q&A documents, FAQs
• Marketing Materials – brochures, pamphlets, posters, flyers • Educational Materials – tool kits, public service announcements • Advertising – copywriting for broadcast and print ads • Research – focus group screeners, questionnaires, discussion guides • Websites
• In-language hotline

The following is a list of public and/or private education experiences that far exceed the Minimum Mandatory Requirement:
• L.A. Department of Public Works (2008 – Present)
Used motor oil filter exchange events conducted in English, Spanish, and Chinese. In-language advertising campaigns (print, radio, TV and digital) in English, Spanish, and Chinese as well as website development, community outreach, events and media relations. • City of Lynwood (2019 – Present)
Used motor oil recycling public education campaign conducted in English and Spanish. In- language advertising campaigns (print, direct mail and digital) in English, Spanish, events and

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

outreach and media relations.
• City of Covina (2021 – Present)
Used motor oil recycling public education campaign conducted in English and Spanish. In- language advertising campaigns (print, direct mail and digital) in English, Spanish, events and outreach and media relations.
• Riverside County Information Technology (2022 – Present) In-language advertising campaigns (outdoor, radio, TV and online) in English, Spanish and as well as website development, community outreach and media relations. • Common Sense Media (2022 – Present)
Affordable Connectivty Program (ACP) Public Education Program conducted in English and Spanish in Phoenix, Arizona. The campaign included in-language advertising in TV, radio, outdoor, and digital.
• California Emerging Technology Fund (2008 – Present)
Statewide public education campaign that targeted California’s multicultural audience. In- language advertising campaigns (digital, radio, TV and digital) in English, Spanish and as well as website development, direct mail, informational material production and media relations. • First 5 California (2021)
Statewide public education campaign that targeted California’s multicultural audience. In- language public relations efforts including media town hall meetings, digital ads, and a New Parent Video in Korean, Chinese, Vietnamese, and Spanish, the campaign aimed to raise awareness and promote the Free First 5 California Kit.
• L.A. County Internal Services Department (2021 – 2022) In-language advertising campaigns (print, radio, TV and online) in English, Spanish and as well as website development, information material production, community outreach and media relations.
• LADOT Transit (2016 – 2020)
Asian American Transit Rider Public Education Campaign conducted in Chinese, Korean, Vietnamese and Thai.

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

4.5 References

1. Riverside County Information Technology (2022 – Present) Contact: Tom Mullen, Chief Data Officer / Director of Broadband Services Email/Phone: [email protected] / 951-955-1850
Project: Riverside County Affordable Connec>vity Program Public Educa>on Campaign

2. Common Sense Media (2022 – Present)
Contacts: Drew Garner, State Broadband Policy Advisor / Elizabeth Foley, Senior Director Email/Phone: [email protected] / 314-803-7187, [email protected] / 512-585-0469
Project: Phoenix Affordable Connectivity Program Public Education Campaign

3. California Emerging Technology Fund (2008 – Present) Contact: Anne O, Chief Management Officer
Email/Phone: [email protected] / 510-688-5983
Project: California Broadband Adoption Public Education Campaign

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

SAESHE Response for:

The City of Bell Gardens RFP for the Affordable Connectivity Program Outreach

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IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed.

If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s).

THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS

CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER.

OTHER:
(Per accident)
(Ea accident)
$
$
N / A
SUBR
WVD
ADDL
INSD

THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS

CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. $
$
$
$PROPERTY DAMAGE
BODILY INJURY (Per accident)
BODILY INJURY (Per person)

COMBINED SINGLE LIMIT

AUTOS ONLY

AUTOSAUTOS ONLY

NON-OWNED

SCHEDULEDOWNED

ANY AUTO

AUTOMOBILE LIABILITY
Y / N

WORKERS COMPENSATION

AND EMPLOYERS' LIABILITY
OFFICER/MEMBER EXCLUDED?
(Mandatory in NH)
DESCRIPTION OF OPERATIONS below
If yes, describe under

ANY PROPRIETOR/PARTNER/EXECUTIVE
$
$
$
E.L. DISEASE - POLICY LIMIT
E.L. DISEASE - EA EMPLOYEE
E.L. EACH ACCIDENT

EROTH-STATUTEPER

LIMITS(MM/DD/YYYY)POLICY EXP(MM/DD/YYYY)POLICY EFFPOLICY NUMBERTYPE OF INSURANCELTRINSR DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required)

EXCESS LIAB
UMBRELLA LIAB $EACH OCCURRENCE
$AGGREGATE
$
OCCUR

CLAIMS-MADE
DED RETENTION $
$PRODUCTS - COMP/OP AGG
$GENERAL AGGREGATE
$PERSONAL & ADV INJURY
$MED EXP (Any one person)
$EACH OCCURRENCE
DAMAGE TO RENTED $PREMISES (Ea occurrence)

COMMERCIAL GENERAL LIABILITY

CLAIMS-MADE OCCUR
GEN'L AGGREGATE LIMIT APPLIES PER:

POLICY PRO-JECT LOC

CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY)

CANCELLATION

AUTHORIZED REPRESENTATIVE
ACORD 25 (2016/03)
© 1988-2015 ACORD CORPORATION. All rights reserved.

CERTIFICATE HOLDER
The ACORD name and logo are registered marks of ACORD

HIREDAUTOS ONLY
07/06/2023

NEWPORT BAY INSURANCE SERVICES
3580 WILSHIRE BLVD STE 1495
LOS ANGELES CA 90010
Harrison Kim
(877) 700-1007 (877) 700-1329
[email protected]
Saeshe
1055 W. 7th St., Ste 2150
Los Angeles CA 90017
SENTINEL INS CO LTD 11000
SEQUOIA INS CO 22985
HISCOX INS CO INC 10200
A X X 57SBABI9197 11/15/2022 11/15/2023
2,000,000
1,000,000
10,000

EXCLUDED
4,000,000
4,000,000
A X 57SBABI9197 11/15/2022 11/15/2023
2,000,000
B Y X QWC1275333 04/16/2023 04/16/2024 1,000,000
1,000,000
1,000,000
C
Professional Liability
X UDC-4546494-EO-22 08/10/2022 08/10/2023
Each Claim $2,000,000
Aggregate for all claims $2,000,000
Certificate holder is listed as additional insured.

City of Bell
7100 S. Garfield Ave
Bell Gardens CA 90201

CIT Y OF BE LL GARDENS

O F F I C E O F T HE C I T Y M ANAG E R

AG E ND A RE P O RT
I tem 6.

T O:Honorable Mayor and C ity C ouncil Members
F RO M : Michael B. O'Kelly, City Manager
B Y:Gustavo R omo, Community D evelopment Director
S UB J E C T:A RE S O L UT I O N O F T HE C IT Y C O UNC IL O F T HE C I T Y O F B E L L G ARD E NS

AP P RO V ING A P RO F E S S I O NAL S E RV I C E S AG RE E M E NT B E T WE E N T HE C I T Y O F

B E L L G ARD E NS AND O NL I NE S O L UT I O NS , L L C (D B A, C IT IZE NS E RV E ) D AT E:October 23, 2023
RE C O M M E ND AT IO N:

I t is staff’s recommendation that the City C ouncil adopt the attached resolution approving a P rof essional S ervices Agreement with Online Solutions, L L C (D B A , C itizenserve), subject to City A ttorney approval as to f orm, f or the development of an electronic permit tracking and land use management system and sof tware implementation.

B AC K G RO UND/D IS C US S I O N:

D eveloping an electronic permit and land use management system online (ref erred to as “P L UMS ” by staff) can bring about a range of benefits f or the City of B ell Gardens (C ity). S ixty three percent (63%) of respondents to a recent survey distributed on behalf of the City f or the preparation of an impending E nvironmental J ustice E lement to the General P lan indicated they obtain information and conduct various forms of civic engagement through social media and the C ity’s website. R esidents and businesses can access services and digital data to reduce the need f or physical paperwork, f acilitate self-service consumption of information, and allow for uninterrupted interaction even when physical locations may be inaccessible.

On May 1, 2023, City staff released a request for proposals (R F P ) to seek the services of an experienced professional consultant to provide and implement a f ully integrated permit tracking and land use management system for online application and permit submission and payment of f ees for all divisions within the Community D evelopment D epartment. T he proposal submittal deadline was May 31, 2023.

T he proposals included managed systems for processing building permits, land use entitlement applications, inspections, plan check services, business licenses, code enf orcement case management, and rental unit registry.

T he system selected will be parcel-based with geographic inf ormation system (G I S ) capabilities and offer full integration, including an online payment system. Online and mobile functionality will also be provided and accessible via the City’s f uture mobile online application. T he new software will allow field staff to directly access site data and edit permits and inspections electronically.

Staf f members f rom the City Manager’s Office, Community D evelopment D epartment, Public Works Department, and Recreation and C ommunity Services Department reviewed the proposals received in response to the R F P and interviewed the consultants. Nine (9) proposals were submitted by Tyler Technologies, CentralSquare, P S D C itywide, Brightly Sof tware, C ivicPlus, C ivos, E dgesof t, GovBuilt, and Citizenserve.

T he bid submissions represented consultants from a range of locations across the nation with different levels of 217

experience. Staff recommends the selection of Online Consultants, L L C (D B A , Citizenserve) based on subject qualif ications, experience with electronic permit tracking systems and G I S services in multiple municipalities, and overall cost and value. A dditionally, S taff recommends awarding the agreement to Online Consultants, L L C (D B A , C itizenserve) given that it has f ocused on development and land use software f or the public sector since its inception in 2003 and they have served several municipalities across the nation and more in particular, cities across California, such as C ompton, K ing City, and I mperial.

I f selected, Citizenserve anticipates a kick-off meeting with City staff within the coming weeks to understand the needs, processes, and operations to implement modules and a responsive system that would provide electronic services to the public and staff. T he proposed professional services agreement deliverables would occur in f ive (5) phases f or f ive (5) distinct modules of software and a subscription service for land use entitlement, licensing, permitting, processing, and registry purposes by J une 30, 2025, with unlimited support and training during the subscription service optionally renewed annually. Termination of the subscription would still allow the data contained within the sof tware to be retained by the C ity
C O NC L US I O N:

An electronic permit and land use management system can enhance the overall functioning of a city, making it more ef f icient, transparent, and responsive to the needs of its residents and businesses. I t is recommended that the City C ouncil adopt the attached resolution and approve a professional services agreement with Online S olutions, L L C (D B A , Citizenserve) to develop the Community D evelopment D epartment’s electronic permit tracking and land use management system.

F I S C AL I M PAC T:

I temized invoices would be received by the City indicating the services performed and tasks completed. Approval of the professional services agreement would have a Year One total cost of $97,000. A total of $40,000 of this amount would be paid by the C alif ornia Energy C ommission grant awarded to the C ity on A pril 18, 2023, to establish the use of S olar App+ as a web-based platform to streamline the processing of certain solar projects to foster green energy rooftop solar adoption. A budget appropriation would be required for the remaining $57,000 costs associated with Year One. A ny costs related to the optional annual subscription would be budgeted each year during the C itywide budget approval process at which point a professional services agreement would be brought back to C ity Council f or consideration and action.

Cost Element Cost
One-T ime Initial F ees
S oftware I mplementation, P roject Management, Conf iguration, & Online Training $30,000
Data C onversion (Excel S preadsheets)$15,000
I ntegration to L A County E S R I ArcG I S $10,000
Daily payment f ile f or f inancial system $0
I ntegration to P ayment P rocessor (T B D )$0
Total One-T ime F ees $55,000
Annual C itizenserve S ubscription (20 users) - 1st Year $42,000 Total Year One F ees
(includes one-time costs and Year 1 subscription)$97,000 Total Annual F ees (annual subscription f or 20 users)$42,000 218

AT TAC HM E NT S :

D escription
Exhibit 1 - Resolution No. 2023-89
Exhibit 2 - P rofessional S ervices Agreement with E xhibits AP P RO V E D E L E C T RO NI C AL LY B Y:

Michael B . O'K elly, C ity Manager
S tephanie Vasquez, City Attorney and/or Susie A ltamirano, Assistant City Attorney Manuel Carrillo, Director of F inance and Administrative Services 219

RESOLUTION NO. 2023-89

A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF BELL

GARDENS APPROVING A PROFESSIONAL SERVICES AGREEMENT

BY AND BETWEEN THE CITY OF BELL GARDENS AND ONLINE

SOLUTIONS, LLC (DBA, CITIZENSERVE)

WHEREAS, the City of Bell Gardens (“City”) requires software consulting services for the development of an electronic permit tracking and land use management system for the Community Development Department;

WHEREAS, the City has undergone a Request for Proposals (RFP) process in accordance with the City’s Purchasing Policies and State Law;

WHEREAS, Online Solutions, LLC (DBA, Citizenserve) represents that it is fully qualified to perform such professional services by virtue of its experience, training, education, and expertise;

WHEREAS, a panel made of various City departments was put together to evaluate the proposals and selected the Consultant based on subject experience with electronic permit tracking systems and GIS services in multiple municipalities, qualifications, and overall cost and value; and

WHEREAS, the City desires to enter into a Professional Services Agreement with Online Solutions, LLC (DBA, Citizenserve).

NOW, THEREFORE, THE CITY COUNCIL OF THE CITY OF BELL GARDENS DOES RESOLVE, DECLARE, DETERMINE AND ORDER AS FOLLOWS:

SECTION 1. The City Council, after consideration of the staff report and presentation, discussion, oral testimony, and evidence presented to the City Council, hereby finds that the above recitals are true and correct and incorporate them herein.

SECTION 2. The City Council approves a Professional Services Agreement with Online Solutions, LLC (DBA, Citizenserve) and authorizes and directs the City Manager to execute the Professional Services Agreement, subject to City Attorney approval as to form.

SECTION 3. The City Council further authorizes and directs the City Manager and staff to take all actions necessary and appropriate to implement and effectuate the intent of the City Council as set forth in this Resolution.

SECTION 4. Subject to all applicable laws, the City Council hereby authorizes the City Manager to execute any ancillary documents relating to the Professional Services Agreement, including any amendments, extensions, and other documents consistent with the Professional Services Agreement and this Resolution. 220Exhibit 1

Resolution No. 2023-89
2 of 3

SECTION 5. The City Clerk shall attest and certify to the passage and adoption of this Resolution, enter it into the book of original Resolutions, and it shall become effective immediately upon its approval.

PASSED, APPROVED AND ADOPTED this 23rd day of October, 2023.

THE CITY OF BELL GARDENS

_____________________________
Francis De Leon Sanchez, Mayor

APPROVED AS TO FORM: ATTEST:

______________________________ ________________________________ Stephanie Vasquez Daisy Gomez
City Attorney City Clerk

221Exhibit 1

Resolution No. 2023-89
3 of 3

I, ____________________, City Clerk of the City of Bell Gardens, hereby CERTIFY that City Council Resolution No. ___________was adopted by the Bell Gardens City Council at a regular meeting of the City Council held on ___________________, and was approved and passed by the following vote:

AYES:

NOES:

ABSTAIN:

ABSENT:

222Exhibit 1

1 2023

PROFESSIONAL SERVICES AGREEMENT
(Engagement: Permit and Land Use Management System (PLUMS) (Parties: Online Solutions, LLC (DBA Citizenserve) and City of Bell Gardens)

THIS PROFESSIONAL SERVICES AGREEMENT (hereinafter, “Agreement”) is made and entered into this ___________ day of __________________ 2023 (hereinafter, the “Effective Date”) by and between the CITY OF BELL GARDENS, a municipal corporation (hereinafter, “CITY”) and ONLINE SOLUTIONS, LLC (DBA CITIZENSERVE) (hereinafter, “CONSULTANT”). For the purposes of this Agreement, CITY and CONSULTANT may be referred to collectively by the capitalized term “Parties.” The capitalized term “Party” may refer to CITY or CONSULTANT interchangeably, as appropriate.

RECITALS

WHEREAS, CITY requires professional services for implementation of a fully integrated permit and land use management system for the processing of land use permits, building permits, zoning permits, building inspections, engineering permits, business licenses, code enforcement cases, solar and green energy permits, and rental unit registry; and

WHEREAS, CITY staff has determined that CONSULTANT possesses the experience, skills and training necessary to competently provide such services to CITY; and

WHEREAS, the execution of this Agreement was approved by the Bell Gardens City Council at its Regular Meeting.

NOW, THEREFORE, for and in consideration of the mutual covenants and conditions herein contained, CITY and CONSULTANT agree as follows:

I.

ENGAGEMENT TERMS

1.1 PROSECUTION OF WORK:

A. Subject to the terms and conditions of this Agreement, CONSULTANT agrees to provide the services and tasks described in that certain Request for Proposals of CITY entitled “Request for Proposals the Bell Gardens Permit and Land Use Management System (PLUMS – Software and Implementation City Wide)” (hereinafter, “CITY RFP”) dated May 1, 2023, and the written proposal of CONSULTANT entitled “Proposal for Bell Gardens, California RFP for Permit and Land Use Management System (PLUMS – Software and Implementation) City Wide” (hereinafter, the “CONSULTANT PROPOSAL”) dated May 31, 2023. The CITY RFP and the CONSULTANT PROPOSAL are attached and incorporated hereto as Exhibit “A” and “B” respectively. The term “Scope of Work” shall be a 223Exhibit 2

2 collective reference to the CITY RFP and the CONSULTANT PROPOSAL.

The capitalized term “Work” shall be a collective reference to all the various services and tasks referenced in the Scope of Work. In the event of any conflict or inconsistency between the provisions of the document entitled CITY RFP and the provisions of the document entitled CONSULTANT PROPOSAL, the requirements of the document entitled CITY RFP shall govern and control but only to the extent of the conflict or inconsistency and no further. In the event of any conflict or inconsistency between the provisions of the Scope of Work and the provisions of this Agreement to which the Scope of Work is attached, the provisions of this Agreement shall govern and control.

1.2 PROSECUTION OF WORK:

A. Time is of the essence of this Agreement and each and every provision contained herein. The Work shall be commenced within three (3) calendar days of CITY’s issuance of a Notice to Proceed. CONSULTANT shall complete the various tasks identified in the Scope of Work within the timeframes set forth in the Scope of Work and shall complete all of the Work by or before December 30, 2025 (the “Completion Date”).

B. CONSULTANT shall cooperate with CITY and in no manner interfere with the work of CITY, its employees or other consultants, contractors or agents.

C. CONSULTANT shall not claim or be entitled to receive any compensation or damage because of the failure of CONSULTANT, or its subconsultants, to have related services or tasks completed in a timely manner.

D. CONSULTANT shall at all times enforce strict discipline and good order among CONSULTANT’s employees.

E. CONSULTANT, at its sole expense, shall pay all sales, consumer, use or other similar taxes required by law.

1.3 COMPENSATION: CONSULTANT shall perform the Work in accordance with “Section 5 – Citizenserve Cost and Pricing” of the CONSULTANT PROPOSAL (hereinafter, “Fee Schedule”). The foregoing notwithstanding, CONSULTANT’s total compensation for the performance of all Work contemplated under this Agreement, will not exceed the total budgeted aggregate sum of NINETY-SEVEN THOUSAND DOLLARS ($97,000) (hereinafter, the “Not-to-Exceed Sum”) during the prosecution of this Agreement, unless such added expenditure is first approved by the City Council. In the event CONSULTANT’s charges are projected to exceed the Not-to-Exceed Sum prior to the expiration of this Agreement, CITY may suspend CONSULTANT’s performance pending CITY approval of any anticipated expenditures in excess of the Not-to-Exceed Sum or any other CITY approved amendment to the compensation terms of this Agreement.

1.4 PAYMENT OF COMPENSATION: CONSULTANT shall submit to CITY an itemized invoice indicating the services performed and tasks completed according 224Exhibit 2

3 to the billing schedule described in Section 5 of the CONSULTANT PROPOSAL, including services and tasks performed and the reimbursable out-of-pocket expenses incurred. If the amount of CONSULTANT’s compensation is a function of hours worked by CONSULTANT’s personnel, the invoice should indicate the number of hours worked, the persons responsible for performing the Work, the rate of compensation at which such services and tasks were performed, the subtotal for each task and service performed and a grand total for all services performed.

Within thirty (30) calendar days of receipt of each invoice, CITY will notify CONSULTANT in writing of any disputed amounts included in the invoice. Within forty-five (45) calendar days of receipt of each invoice, CITY will pay all undisputed amounts included on the invoice. CITY will not withhold applicable taxes or other authorized deductions from payments made to CONSULTANT.

1.5 ACCOUNTING RECORDS: CONSULTANT will maintain complete and accurate records with respect to all matters covered under this Agreement for a period of three (3) years after the expiration or termination of this Agreement. CITY will have the right to access and examine such records, without ch arge, during normal business hours. CITY will further have the right to audit such records, to make transcripts therefrom and to inspect all program data, documents, proceedings, and activities.

1.6 ABANDONMENT BY CONSULTANT: In the event CONSULTANT ceases to perform the Work agreed to under this Agreement or otherwise abandons the undertaking contemplated herein prior to the expiration of this Agreement or prior to completion of any or all tasks set forth in the Scope of Work, CONSULTANT will deliver to CITY immediately and without delay, all materials, records and other work product prepared or obtained by CONSULTANT in the performance of this Agreement. Furthermore, CONSULTANT will only be compensated for the reasonable value of the services, tasks and other Work performed up to the time of cessation or abandonment, less a deduction for any damages, costs or additional expenses which CITY may incur as a result of CONSULTANT’s cessation or abandonment.

II.

PERFORMANCE OF AGREEMENT

2.1 CITY’S REPRESENTATIVE: The CITY hereby designates Gustavo Romo, Director of Community Development (hereinafter, the “City Representative”) to act as its representative for the performance of this Agreement. The City Representative or their designee will act on behalf of the CITY for all purposes under this Agreement. CONSULTANT will not accept directions or orders from any person other than the City Representative or their designee.

2.2 CONSULTANT REPRESENTATIVE: CONSULTANT hereby designates Kara McFall, PMP, to act as its representative for the performance of this Agreement (hereinafter, “Consultant Representative”). Consultant Representative will have full authority to represent and act on behalf of the CONSULTANT for all purposes under this Agreement. Consultant Representative or their designee will supervise and direct the performance of the Work, using their best skill and attention, and will 225Exhibit 2

4 be responsible for all means, methods, techniques, sequences and procedures and for the satisfactory coordination of all portions of the Work under this Agreement. Notice to the Consultant Representative will constitute notice to CONSULTANT.

2.3 COORDINATION OF SERVICE; CONFORMANCE WITH REQUIREMENTS:

CONSULTANT agrees to work closely with CITY staff in the performance of the Work and this Agreement and will be available to CITY staff and the City Representative at all reasonable times. All work prepared by CONSULTANT will be subject to inspection and approval by City Representative or their designees.

2.4 STANDARD OF CARE; PERFORMANCE OF EMPLOYEES: CONSULTANT represents, acknowledges and agrees to the following:

A. CONSULTANT will perform all Work skillfully, competently and to the highest standards of CONSULTANT’s profession;

B. CONSULTANT shall at all times employ such force, plant, materials, and tools as will be sufficient in the opinion of the CITY to perform the Services within the time limits established, and as provided herein. It is understood and agreed that said tools, equipment, apparatus, facilities, labor, and material shall be furnished and said Services performed and completed as required by the Agreement, and subject to the approval of the CITY’s authorized representative;

C. CONSULTANT will perform all Work in a manner reasonably satisfactory to the CITY;

D. CONSULTANT will comply with all applicable federal, state and local laws and regulations, including the conflict of interest provisions of Government Code Section 1090 and the Political Reform Act (Government Code Section 81000 et seq.). CONSULTANT shall be liable for all violations of such laws and regulations in connection with Services. If CONSULTANT performs any work knowing it to be contrary to such laws, rules and regulations, CONSULTANT shall be solely responsible for all costs arising therefrom;

E. CONSULTANT understands the nature and scope of the Work to be performed under this Agreement as well as any and all schedules of performance;

F. All of CONSULTANT’s employees and agents possess sufficient skill, knowledge, training and experience to perform those services and tasks assigned to them by CONSULTANT; and

G. All of CONSULTANT’s employees and agents (including, but not limited to, subcontractors and subconsultants) possess all licenses, permits, certificates, qualifications and approvals of whatever nature that are legally required to perform the tasks and services contemplated under this Agreement and all such licenses, permits, certificates, qualifications and 226Exhibit 2

5 approvals will be maintained throughout the term of this Agreement and made available to CITY for copying and inspection.

The Parties acknowledge and agree that CONSULTANT will perform, at CONSULTANT’s own cost and expense and without any reimbursement from CITY, any services necessary to correct any errors or omissions caused by CONSULTANT’s failure to comply with the standard of care set forth under this Section or by any like failure on the part of CONSULTANT’s employees, agents, contractors, subcontractors and subconsultants. Such effort by CONSULTANT to correct any errors or omissions will be commenced immediately upon their discovery by either Party and will be completed within seven (7) calendar days from the date of discovery or such other extended period of time authorized by the City Representative in writing and in their sole and absolute discretion. The Parties acknowledge and agree that CITY’s acceptance of any work performed by CONSULTANT or on CONSULTANT’s behalf will not constitute a release of any deficiency or delay in performance. The Parties further acknowledge, understand and agree that CITY has relied upon the foregoing representations of CONSULTANT, including but not limited to the representation that CONSULTANT possesses the skills, training, knowledge and experience necessary to perform the Work skillfully, competently and to the highest standards of CONSULTANT’s profession.

2.5 ASSIGNMENT: The skills, training, knowledge and experience of CONSULTANT are material to CITY’s willingness to enter into this Agreement. Accordingly, CITY has an interest in the qualifications and capabilities of the person(s) who will perform the services and tasks to be undertaken by CONSULTANT or on behalf of CONSULTANT in the performance of this Agreement. In recognition of this interest, CONSULTANT agrees that it will not assign or transfer, either directly or indirectly or by operation of law, this Agreement or the performance of any of CONSULTANT’s duties or obligations under this Agreement without the prior written consent of the CITY. In the absence of CITY’s prior written consent, any attempted assignment or transfer will be ineffective, null and void and will constitute a material breach of this Agreement.

2.6 SUBSTITUTION OF KEY PERSONNEL: CONSULTANT has represented to CITY that certain key personnel will perform and coordinate the Services under this Agreement. Should one or more of such personnel become unavailable, CONSULTANT may substitute other personnel of at least equal competence upon written approval of CITY. In the event that CITY and CONSULTANT cannot agree as to the substitution of key personnel, CITY shall be entitled to terminate this Agreement for cause. As discussed below, any personnel who fail or refuse to perform the Services in a manner acceptable to the CITY, or who are determined by the CITY to be uncooperative, incompetent, a threat to the adequate or timely completion of the Project or a threat to the safety of persons or property, shall be promptly removed from the Project by the CONSULTANT at the request of the CITY.

2.7 CONTROL AND PAYMENT OF SUBORDINATES; INDEPENDENT
CONTRACTOR: The Work will be performed by CONSULTANT or under 227Exhibit 2

6 CONSULTANT’s strict supervision. CONSULTANT will determine the means, methods and details of performing the Work subject to the requirements of this Agreement. CITY retains CONSULTANT on an independent contractor basis and not as an employee. CONSULTANT reserves the right to perform similar or different services for other principals during the term of this Agreement, provided such work does not unduly interfere with CONSULTANT’s competent and timely performance of the Work contemplated under this Agreement and provided the performance of such services does not result in the unauthorized disclosure of CITY’s confidential or proprietary information. Any additional personnel performing the Work under this Agreement on behalf of CONSULTANT are not employees of CITY and will at all times be under CONSULTANT’s exclusive direction and control. CONSULTANT will pay all wages, salaries and other amounts due to such personnel and will assume responsibility for all benefits, payroll taxes, Social Security and Medicare payments and the like. CONSULTANT will be responsible for all reports and obligations respecting such additional personnel, including, but not limited to: Social Security taxes, income tax withholding, unemployment insurance, disability insurance, workers’ compensation insurance and the like.

2.8 REMOVAL OF EMPLOYEES OR AGENTS: If any of CONSULTANT’s officers, employees, agents, contractors, subcontractors or subconsultants is determined by the City Representative to be uncooperative, incompetent, a threat to the adequate or timely performance of the tasks assigned to CONSULTANT, a threat to persons or property, or if any of CONSULTANT’s officers, employees, agents, contractors, subcontractors or subconsultants fail or refuse to perform the Work in a manner acceptable to the CITY, such officer, employee, agent, contractor, subcontractor or subconsultant will be promptly removed by CONSULTANT and will not be reassigned to perform any of the Work.

2.9 COMPLIANCE WITH LAWS: CONSULTANT will keep itself informed of and in compliance with all applicable federal, state or local laws to the extent such laws control or otherwise govern the performance of the Work. CONSULTANT’s compliance with applicable laws will include, without limitation, compliance with all applicable Cal/OSHA requirements and applicable regulations of the Federal Department of Housing and Urbanization.

2.10 NON-DISCRIMINATION: CONSULTANT represents that it is an equal opportunity employer and it shall not discriminate against any subconsultant, employee or applicant for employment because of race, religion, color, national origin, handicap, ancestry, sex or age. Such non -discrimination shall include, but not be limited to, all activities related to initial employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or termination.

2.11 INDEPENDENT CONTRACTOR STATUS: The Parties acknowledge, understand and agree that CONSULTANT and all persons retained or employed by CONSULTANT are, and will at all times remain, wholly independent contractors and are not officials, officers, employees, departments or subdivisions of CITY.

CONSULTANT will be solely responsible for the negligent acts and/or omissions of its employees, agents, contractors, subcontractors and subconsultants.

CONSULTANT and all persons retained or employed by CONSULTANT will have 228Exhibit 2

7 no authority, express or implied, to bind CITY in any manner, nor to incur any obligation, debt or liability of any kind on behalf of, or against, CITY, whether by contract or otherwise, unless such authority is expressly conferred to CONSULTANT under this Agreement or is otherwise expressly conferred by CITY in writing.

III.

INSURANCE

3.1 DUTY TO PROCURE AND MAINTAIN INSURANCE: Prior to the beginning of and throughout the duration of the Work, CONSULTANT will procure and maintain policies of insurance that meet the requirements and specifications set forth under this Article. CONSULTANT will procure and maintain the following insurance coverage, at its own expense:

A. Commercial General Liability Insurance: CONSULTANT will procure and maintain Commercial General Liability Insurance (“CGL Coverage”) as broad as Insurance Services Office Commercial General Liability coverage (occurrence Form CG 0001) or its equivalent. Such CGL Coverage will have minimum limits of no less than One Million Dollars ($1,000,000.00) per occurrence and Two Million Dollars ($2,000,000.00) in the general aggregate for bodily injury, personal injury, property damage, operations, products and completed operations, and contractual liability.

B. Automobile Liability Insurance: CONSULTANT will procure and maintain Automobile Liability Insurance as broad as Insurance Services Office Form Number CA 0001 covering Automobile Liability, Code 1 (any auto). Such Automobile Liability Insurance shall have minimum limits of no less than One Million Dollars ($1,000,000.00) per accident for bodily injury and property damage.

C. Workers’ Compensation Insurance/ Employer’s Liability Insurance: A policy of workers’ compensation insurance in such amount as will fully comply with the laws of the State of California and which will indemnify, insure and provide legal defense for both CONSULTANT and CITY against any loss, claim or damage arising from any injuries or occupational diseases occurring to any worker employed by or any persons retained by CONSULTANT in the course of carrying out the Work contemplated in this Agreement.

D. Errors & Omissions Insurance: For the full term of this Agreement and for a period of three (3) years thereafter, CONSULTANT will procure and maintain Errors and Omissions Liability Insurance appropriate to CONSULTANT’s profession. Such coverage will have minimum limits of no less than One Million Dollars ($1,000,000.00) per claim.

3.2 ADDITIONAL INSURED REQUIREMENTS: The CGL Coverage and the Automobile Liability Insurance will contain an endorsement naming the CITY and CITY’s elected and appointed officials, officers, employees, agents and volunteers 229Exhibit 2

8 as additional insureds.

3.3 REQUIRED CARRIER RATING: All varieties of insurance required under this Agreement will be procured from insurers admitted in the State of California and authorized to issue policies directly to California insureds. Except as otherwise provided elsewhere under this Article, all required insurance will be procured from insurers who, according to the latest edition of the Best’s Insurance Guide, have an A.M. Best’s rating of no less than A:VII. CITY may also accept policies procured by insurance carriers with a Standard & Poor’s rating of no less than BBB according to the latest published edition the Standard & Poor’s rating guide. As to Workers’ Compensation Insurance/ Employer’s Liability Insurance, the CITY Representative is authorized to authorize lower ratings than those set forth in this Section.

3.4 PRIMACY OF CONSULTANT’S INSURANCE: All policies of insurance provided by CONSULTANT will be primary to any coverage available to CITY or CITY’s elected or appointed officials, officers, employees, agents or volunteers. Any insurance or self-insurance maintained by CITY or CITY’s elected or appointed officials, officers, employees, agents or volunteers will be in excess of CONSULTANT’s insurance and will not contribute with it.

3.5 WAIVER OF SUBROGATION: All insurance coverage provided pursuant to this Agreement will not prohibit CONSULTANT or CONSULTANT’s officers, employees, agents, subcontractors or subconsultants from waiving the right of subrogation prior to a loss. CONSULTANT hereby waives all rights of subrogation against CITY, its officials, officers, employees, agents and volunteers.

3.6 VERIFICATION OF COVERAGE: CONSULTANT acknowledges, understands and agrees, that CITY’s ability to verify the procurement and maintenance of the insurance required under this Article is critical to safeguarding CITY’s financial well-being and, indirectly, the collective well-being of the residents of the CITY.

Accordingly, CONSULTANT warrants, represents and agrees that it will furnish CITY with original certificates of insurance and endorsements evidencing the coverage required under this Article on forms satisfactory to CITY in its sole and absolute discretion. The certificates of insurance and endor sements for each insurance policy will be signed by a person authorized by that insurer to bind coverage on its behalf, and will be on forms provided by the CITY if requested. All certificates of insurance and endorsements will be received and approved by CITY as a condition precedent to CONSULTANT’s commencement of any Work. Upon CITY’s written request, CONSULTANT will also provide CITY with certified copies of all required insurance policies and endorsements.

3.7 FAILURE TO MAINTAIN COVERAGE: In the event any policy of insurance required under this Agreement does not comply with these specifications or is canceled and not replaced immediately so as to avoid a lapse in the required coverage, CITY has the right but not the duty to obtain the insu rance it deems necessary and any premium paid by CITY will be promptly reimbursed by CONSULTANT or CITY will withhold amounts sufficient to pay premium from CONSULTANT payments. In the alternative, CITY may cancel this Agreement 230Exhibit 2

9 effective upon notice.

3.8 SPECIAL RISKS OR CIRCUMSTANCES. CITY reserves the right to modify these requirements, including limits, based on the nature of the risk, prior experience, insurer, coverage, or other special circumstances.

IV.

INDEMNIFICATION

4.1 The Parties agree that CITY and CITY’s elected and appointed officials, officers, employees, agents and volunteers (hereinafter, the “City Indemnitees”) should, to the fullest extent permitted by law, be protected from any and all loss, injury, damage, claim, lawsuit, cost, expense, attorneys’ fees, litigation costs, or any other cost arising out of or in any way related to the performance of this Agreement. Accordingly, the provisions of this indemnity provision are intended by the Parties to be interpreted and construed to provide the City Indemnitees with the fullest protection possible under the law. CONSULTANT acknowledges that CITY would not enter into this Agreement in the absence of CONSULTANT’s commitment to indemnify, defend and protect CITY as set forth herein.

Notwithstanding the foregoing, to the extent CONSULTANT’s services are subject to Civil Code Section 2782.8, the above indemnity shall be limited, to the extent required by Civil Code Section 2782.8, to Claims that arise out of, pertain to, or relate to the negligence, recklessness, or willful misconduct of the CONSULTANT.

CONSULTANT’s obligation to indemnify shall not be restricted to insurance proceeds, if any, received by the CITY, its officials, officers, employees, agents or volunteers.

4.2 To the fullest extent permitted by law, CONSULTANT shall indemnify, hold harmless and defend the City Indemnitees from and against all liability, loss, damage, expense, cost (including without limitation reasonable attorneys’ fees, expert fees and all other costs, and fees of litigation) of every nature arising out of or in connection with CONSULTANT’s performance of work hereunder or its failure to comply with any of its obligations contained in this Agreement, except such loss or damage which is caused by the sole negligence or willful misconduct of the CITY.

4.3 CITY shall have the right to offset against the amount of any compensation due to CONSULTANT under this Agreement, any amount due to CITY from CONSULTANT as a result of CONSULTANT’s failure to either pay CITY promptly for any costs associated with CONSULTANT’s obligations to indemnify the City Indemnitees under this Article, or related to CONSULTANT’s failure to either (i) pay taxes on amounts received pursuant to this Agreement , or (ii) comply with applicable workers’ compensation laws.

4.4 The obligations of CONSULTANT under this Article will not be limited by the provisions of any workers’ compensation act or similar act. CONSULTANT expressly waives its statutory immunity under such statutes or laws as to CITY and CITY’s elected and appointed officials, officers, employees, agents, and volunteers.
231Exhibit 2

10 4.5 CONSULTANT agrees to obtain executed indemnity agreements with provisions identical to those set forth herein this Article from each and every subcontractor or any other person or entity involved by, for, with or on behalf of CONSULTANT in the performance of this Agreement. In the event CONSULTANT fails to obtain such indemnity obligations from others as required herein, CONSULTANT agrees to be fully responsible and indemnify, hold harmless and defend CITY and CITY’s elected and appointed officials, officers, employees, agents, and volunteers from and against any and all claims and losses, costs or expenses for any damage due to death or injury to any person and injury to any property resulting from any alleged intentional, reckless, negligent, or otherwise wrongful acts, errors or omissions of CONSULTANT’s subcontractors or any other person or entity involved by, for, with or on behalf of CONSULTANT in the performance of this Agreement. Such costs and expenses shall include reasonable attorneys’ fees incurred by counsel of CITY’s choice.

4.6 CITY does not, and shall not waive any rights that it may possess against CONSULTANT because of the acceptance by CITY, or the deposit with CITY, of any insurance policy or certificate required pursuant to this Agreement. This hold harmless and indemnification provision shall apply regardless of whether or not any insurance policies are determined to be applicable to the claim, demand, damage, liability, loss, cost, or expense.

4.7 This Article and all provisions contained herein (including but not limited to the duty to indemnify, defend, and hold free and harmless) shall survive the termination or normal expiration of this Agreement and is in addition to any other rights or remedies which the CITY may have at law or in equity.

V.

TERMINATION

5.1 TERMINATION WITHOUT CAUSE: CITY may immediately terminate this Agreement at any time for convenience and without cause by giving prior written notice of CITY’s intent to terminate this Agreement which notice shall specify the effective date of such termination. Upon such termination for convenience, CONSULTANT will be compensated only for those services and tasks which have been performed by CONSULTANT up to the effective date of the termination.

CONSULTANT may not terminate this Agreement except for cause as provided under Section 5.2, below. If this Agreement is terminated as provided herein, CITY may require CONSULTANT to provide all finished or unfinished Documents and Data, as defined in Section 6.1, below, and other information of any kind prepared by CONSULTANT in connection with the performance of the Work.

CONSULTANT will be required to provide such Documents and Data within fifteen (15) calendar days of CITY’s written request. No actual or asserted breach of this Agreement on the part of CITY pursuant to Section 5.2, below, will operate to prohibit or otherwise restrict CITY’s ability to terminate this Agreement for convenience as provided under this Section.

232Exhibit 2

11 5.2 EVENTS OF DEFAULT; BREACH OF AGREEMENT:

A. In the event either Party fails to perform any duty, obligation, service or task set forth under this Agreement (or fails to timely perform or properly perform any such duty, obligation, service or task set forth under this Agreement), an event of default (hereinafter, “Event of Default”) will occur. For all Events of Default, the Party alleging an Event of Default will give written notice to the defaulting Party (hereinafter referred to as a “Default Notice”) which will specify: (i) the nature of the Event of Default; (ii) the action required to cure the Event of Default; (iii) a date by which the Event of Default will be cured, which will not be less than the applicable cure period set forth under Sections 5.2(B) and 5.2(C), below, or if a cure is not reasonably possible within the applicable cure period, to begin such cure and diligently prosecute such cure to completion. The Event of Default will constitute a breach of this Agreement if the defaulting Party fails to cure the Event of Default within the applicable cure period or any extended cure period allowed under this Agreement.

B. CONSULTANT will cure the Event of Default within the following time periods:

i. Within ten (10) business days of CITY’s issuance of a Default Notice for any failure of CONSULTANT to timely provide CITY or CITY’s employees or agents with any information and/or written reports, documentation or work product which CONSULTANT is obligated to provide to CITY or CITY’s employees or agents under this Agreement.

Prior to the expiration of the 10-day cure period, CONSULTANT may submit a written request for additional time to cure the Event of Default upon a showing that CONSULTANT has commenced efforts to cure the Event of Default and that the Event of Default cannot be reasonably cured within the 10-day cure period. The foregoing notwithstanding, CITY will be under no obligation to grant additional time for the cure of an Event of Default under this Section 5.2 (B)(i) that exceeds seven (7) calendar days from the end of the initial 10-day cure period; or

ii. Within fourteen (14) calendar days of CITY’s issuance of a Default Notice for any other Event of Default under this Agreement. Prior to the expiration of the 14-day cure period, CONSULTANT may submit a written request for additional time to cure the Event of Default upon a showing that CONSULTANT has commenced efforts to cure the Event of Default and that the Event of Default cannot be reasonably cured within the 14-day cure period. The foregoing notwithstanding, CITY will be under no obligation to grant additional time for the cure of an Event of Default under this Section 5.2(B)(ii) that exceeds thirty (30) calendar days from the end of the initial 14-day cure period.

In addition to any other failure on the part of CONSULTANT to perform any duty, obligation, service or task set forth under this Agreement (or the failure to timely perform or properly perform any such duty, obligation, service or 233Exhibit 2

12 task), an Event of Default on the part of CONSULTANT will include, but will not be limited to the following: (i) CONSULTANT’s refusal or failure to perform any of the services or tasks called for under the Scope of Work; (ii) CONSULTANT’s failure to fulfill or perform its obligations under this Agreement within the specified time or if no time is specified, within a reasonable time; (iii) CONSULTANT’s and/or its employees’ disregard or violation of any federal, state, local law, rule, procedure or regulation; (iv) the initiation of proceedings under any bankruptcy, insolvency, receivership, reorganization, or similar legislation as relates to CONSULTANT, whether voluntary of involuntary; (v) CONSULTANT’s refusal or failure to perform or observe any covenant, condition, obligation or provision of this Agreement; and/or (vii) CITY’s discovery that a statement representation or warranty by CONSULTANT relating to this Agreement is false, misleading or erroneous in any material respect.

C. CITY will cure any Event of Default asserted by CONSULTANT within forty- five (45) calendar days of CONSULTANT’s issuance of a Default Notice, unless the Event of Default cannot reasonably be cured within the 45-day cure period. Prior to the expiration of the 45-day cure period, CITY may submit a written request for additional time to cure the Event of Default upon a showing that CITY has commenced its efforts to cure the Event of Default and that the Event of Default cannot be reasonably cured within the 45-day cure period. The foregoing notwithstanding, an Event of Default dealing with CITY’s failure to timely pay any undisputed sums to CONSULTANT as provided under Section 1.4, above, will be cured by CITY within five (5) calendar days from the date of CONSULTANT’s Default Notice to CITY.

D. CITY, in its sole and absolute discretion, may also immediately suspend CONSULTANT’s performance under this Agreement pending
CONSULTANT’s cure of any Event of Default by giving CONSULTANT written notice of CITY’s intent to suspend CONSULTANT’s performance (hereinafter, a “Suspension Notice”). CITY may issue the Suspension Notice at any time upon the occurrence of an Event of Default. Upon such suspension, CONSULTANT will be compensated only for those services and tasks which have been rendered by CONSULTANT to the reasonable satisfaction of CITY up to the effective date of the suspension. No actual or asserted breach of this Agreement on the part of CITY will operate to prohibit or otherwise restrict CITY’s ability to suspend this Agreement as provided herein.

E. No waiver of any Event of Default or breach under this Agreement will constitute a waiver of any other or subsequent Event of Default or breach.

No waiver, benefit, privilege, or service voluntarily given or performed by a Party will give the other Party any contractual rights by custom, estoppel, or otherwise.

F. The duties and obligations imposed under this Agreement and the rights and remedies available hereunder will be in addition to and not a limitation of any duties, obligations, rights and remedies otherwise imposed or 234Exhibit 2

13 available by law. In addition to any other remedies available to CITY at law or under this Agreement in the event of any breach of this Agreement, CITY, in its sole and absolute discretion, may also pursue any one or more of the following remedies:

i. Upon written notice to CONSULTANT, the CITY may immediately terminate this Agreement in whole or in part;

ii. Upon written notice to CONSULTANT, the CITY may extend the time of performance;

iii. The CITY may proceed by appropriate court action to enforce the terms of the Agreement to recover damages for CONSULTANT’s breach of the Agreement or to terminate the Agreement; or

iv. The CITY may exercise any other available and lawful right or remedy.

CONSULTANT will be liable for all legal fees plus other costs and expenses that CITY incurs upon a breach of this Agreement or in the CITY’s exercise of its remedies under this Agreement.

G. In the event CITY is in breach of this Agreement, CONSULTANT’s sole remedy will be the suspension or termination of this Agreement and/or the recovery of any unpaid sums lawfully owed to CONSULTANT under this Agreement for completed services and tasks.

5.3 SCOPE OF WAIVER: No waiver of any default or breach under this Agreement will constitute a waiver of any other default or breach, whether of the same or other covenant, warranty, agreement, term, condition, duty or requirement contained in this Agreement. No waiver, benefit, privilege, or service voluntarily given or performed by a Party will give the other Party any contractual rights by custom, estoppel, or otherwise.

5.4 SURVIVING ARTICLES, SECTIONS AND PROVISIONS: The termination of this Agreement pursuant to any provision of this Article or by normal expiration of its term or any extension thereto will not operate to terminate any Article, Section or provision contained herein which provides that it will survive the termination or normal expiration of this Agreement.

VI.

MISCELLANEOUS PROVISIONS

6.1 DOCUMENTS & DATA; LICENSING OF INTELLECTUAL PROPERTY: All Documents and Data will be and remain the property of CITY without restriction or limitation upon their use or dissemination by CITY. For purposes of this Agreement, the term “Documents and Data” means and includes all reports, analyses, correspondence, plans, designs, notes, summaries, strategies, charts, schedules, spreadsheets, calculations, lists, data compilations, documents or other materials developed and/or assembled by or on behalf of CONSULTANT in 235Exhibit 2

14 the performance of this Agreement and fixed in any tangible medium of expression, including but not limited to Documents and Data stored digitally, magnetically and/or electronically. This Agreement creates, at no cost to CITY, a perpetual license for CITY to copy, use, reuse, disseminate and/or retain any and all copyrights, designs, and other intellectual property embodied in all Documents and Data. CONSULTANT will require all subcontractors and subconsultants working on behalf of CONSULTANT in the performance of this Agreement to agree in writing that CITY will be granted the same right to copy, use, reuse, disseminate and retain Documents and Data prepared or assembled by any subcontractor or subconsultant as applies to Documents and Data prepared by CONSULTANT in the performance of this Agreement.

6.2 CONFIDENTIALITY: All data, documents, discussion, or other information developed or received by CONSULTANT or provided for performance of this Agreement are deemed confidential and will not be disclosed by CONSULTANT without prior written consent by CITY. CITY will grant such consent of disclosure as legally required. Upon request, all CITY data will be returned to CITY upon the termination or expiration of this Agreement. CONSULTANT will not use CITY’s name or insignia, photographs, or any publicity pertaining to the Work in any magazine, trade paper, newspaper, television or radio production or other similar medium without the prior written consent of CITY.

6.3 FALSE CLAIMS ACT: CONSULTANT warrants and represents that neither CONSULTANT nor any person who is an officer of, in a managing position with, or has an ownership interest in CONSULTANT has been determined by a court or tribunal of competent jurisdiction to have violated the False Claims Act, 31 U.S.C., Section 3789 et seq. and the California False Claims Act, Government Code Section 12650 et seq.

6.4 NOTICES: All notices permitted or required under this Agreement will be given to the respective Parties at the following addresses, or at such other address as the respective Parties may provide in writing for this purpose:

CONSULTANT: CITY:

Online Solutions, LLC (DBA Citizenserve)
1101 E. Warner Road
Suite 160
Tempe, AZ 85284
Attn: Kara McFall, PMP
Phone: 800-32-9818 x709

City of Bell Gardens
7100 S. Garfield Avenue
Bell Gardens, CA 90201
Attn: Gustavo Romo, Director of
Community Development
Phone: 562-806-7700

Such notices will be deemed effective when personally delivered or successfully transmitted by facsimile as evidenced by a fax confirmation slip or when mailed, forty-eight (48) hours after deposit with the United States Postal Service, first class postage prepaid and addressed to the Party at its applicable address.

6.5 COOPERATION; FURTHER ACTS: The Parties will fully cooperate with one another, and will take any additional acts or sign any additional documents as are 236Exhibit 2

15 reasonably necessary, appropriate or convenient to achieve the purposes of this Agreement.

6.6 SUBCONTRACTING: CONSULTANT will not subcontract any portion of the Work required by this Agreement, except as expressly stated herein, without the prior written approval of CITY. Subcontracts (including without limitation subcontracts with subconsultants), if any, will contain a provision making them subject to all provisions stipulated in this Agreement, including provisions relating to insurance requirements and indemnification.

6.7 CITY’S RIGHT TO EMPLOY OTHER CONSULTANTS: CITY reserves the right to employ other contractors in connection with the various projects worked upon by CONSULTANT.

6.8 PROHIBITED INTERESTS: CONSULTANT warrants, represents and maintains that it has not employed nor retained any company or person, other than a bona fide employee working solely for CONSULTANT, to solicit or secure this Agreement. Further, CONSULTANT warrants and represents that it has not paid nor has it agreed to pay any company or person, other than a bona fide employee working solely for CONSULTANT, any fee, commission, percentage, brokerage fee, gift or other consideration contingent upon or resulting from the award or making of this Agreement. For breach or violation of this warranty, CITY will have the right to rescind this Agreement without liability. For the term of this Agreement, no member, officer or employee of CITY, during the term of his or her service with CITY, will have any direct interest in this Agreement, or obtain any present or anticipated material benefit arising therefrom.

6.9 TIME IS OF THE ESSENCE: Time is of the essence for each and every provision of this Agreement.

6.10 GOVERNING LAW AND VENUE: This Agreement will be interpreted and governed according to the laws of the State of California. In the event of litigation between the Parties, venue, without exception, will be in the Los Angeles County Superior Court of the State of California. If, and only if, applicable law requires that all or part of any such litigation be tried exclusively in federal court, venue, without exception, will in the Central District of California located in the City of Los Angeles, California.

6.11 ATTORNEYS’ FEES: If either Party commences an action against the other Party, legal, administrative or otherwise, arising out of or in connection with this Agreement, the prevailing Party in such litigation will be entitled to have and recover from the losing Party reasonable attorneys’ fees and all other costs of such action.

6.12 SUCCESSORS AND ASSIGNS: This Agreement will be binding on the successors and assigns of the Parties.

6.13 NO THIRD-PARTY BENEFIT: There are no intended third-party beneficiaries of any right or obligation assumed by the Parties. All rights and benefits under this 237Exhibit 2

16 Agreement inure exclusively to the Parties.

6.14 CONSTRUCTION OF AGREEMENT: This Agreement will not be construed in favor of, or against, either Party but will be construed as if the Parties prepared this Agreement together through a process of negotiation and with the advice of their respective attorneys.

6.15 SEVERABILITY: If any portion of this Agreement is declared invalid, illegal, or otherwise unenforceable by a court of competent jurisdiction, the remaining provisions will continue in full force and effect.

6.16 AMENDMENT; MODIFICATION: No amendment, modification or supplement of this Agreement will be valid or binding unless executed in writing and sig ned by both Parties, subject to CITY approval. The requirement for written amendments, modifications or supplements cannot be waived and any attempted waiver will be void and invalid.

6.17 CAPTIONS: The captions of the various articles, sections and paragraphs are for convenience and ease of reference only, and do not define, limit, augment, or describe the scope, content, or intent of this Agreement.

6.18 INCONSISTENCIES OR CONFLICTS: In the event of any conflict or inconsistency between the provisions of this Agreement and any of the exhibits attached hereto, the provisions of this Agreement will control.

6.19 ENTIRE AGREEMENT: This Agreement, including all attached exhibits, constitutes the entire, complete, final and exclusive expression of the Parties with respect to the matters addressed herein and supersedes all other agreements or understandings, whether oral or written, which may have been entered into between CITY and CONSULTANT prior to the execution of this Agreement. Any statements, representations, or other agreements, whether oral or written, made by either Party that is not embodied herein will not be valid or binding on the Parties. No amendment, modification or supplement to this Agreement will be valid and binding unless in writing and duly executed by the Parties pursuant to Section

6.16, above.

6.20 FORCE MAJEURE: The Term shall be extended in the event of any delays due to unforeseeable causes beyond the control of CONSULTANT and without the fault or negligence of CONSULTANT, including but not limited to severe weather, fires, earthquakes, floods, epidemics, quarantine restrictions, riots, strikes, freight embargoes, wars, litigation, and/or acts of any governmental agency, including the CITY, if the CONSULTANT shall within three (3) calendar days of the commencement of such delay notify the City Representative in writing of the causes of the delay. The City Representative shall ascertain the facts and the extent of delay, and extend the time for performing the services for the period of the enforced delay when and if in the judgment of the City Representative such delay is justified. The City Representative’s determination shall be final and conclusive upon the parties to this Agreement. In no event shall CONSULTANT be entitled to recover damages against the CITY for any delay in the performance 238Exhibit 2

17 of this Agreement, however caused, CONSULTANT’s sole remedy being extension of the Agreement pursuant to this Section.

6.21 COUNTERPARTS: This Agreement may be executed in any number of counterparts, each of which shall be deemed an original, but all of which when taken together shall constitute one and the same instrument. No handwritten or typewritten amendment, modification or supplement to any one counterpart will be valid or binding unless made to all three counterparts in conformity with Section

6.16, above. One fully executed original counterpart will be delivered to CONSULTANT and two original counterparts will be retained by CITY.

(SIGNATURES ON NEXT PAGE)
239Exhibit 2

18 IN WITNESS WHEREOF, the Parties hereto have caused this Agreement to be executed the day and year first appearing in this Agreement, above.

CITY OF BELL GARDENS:

By:_______________________________

Name:____________________________

Title:____________________

Date:_____________________

APPROVED AS TO FORM:

By:____________________________
Stephanie Vasquez, City Attorney

ONLINE SOLUTIONS, LLC (DBA
CITIZENSERVE):

By:_______________________________

Name:____________________________

Title:____________________

Date:_____________________

240Exhibit 2

19 EXHIBIT “A”

CITY RFP

241Exhibit 2

REQUEST FOR PROPOSALS The Bell Gardens Permit and Land Use Management System (PLUMS - Software and Implementation)
City Wide

RFP Release Date
Monday, May 1, 2023

Proposal Submittal Deadline
5:00 p.m., Wednesday, May 31, 2023

Contact Person:

Steven Jones, City Planner
City of Bell Gardens
7100 Garfield Avenue
Bell Gardens, CA 90201
(562) 806-7723
[email protected]

7100 Garfield Avenue • Bell Gardens, CA 90201 • (562) 806-7700 • www.bellgardens.org242Exhibit 2

TABLE OF CONTENTS.................................................. 2 INTRODUCTION....................................................... 3 SUBMITTAL PROCEDURES/DEADLINE...................................... 3 DEFINITIONS, TERMS, AND CONDITIONS................................. 4 BACKGROUND......................................................... 6 SCOPE OF SERVICES.................................................. 7 PROPOSAL FORMAT AND CONTENT REQUIREMENTS.......................... 12 EVALUATION CRITERIA............................................... 13 SAMPLE PROFESSIONAL SERVICES AGREEMENT............................ 16

TABLE OF CONTENTS
243Exhibit 2

The City of Bell Gardens (“City”) is seeking a qualified consultant with proven expertise to submit a proposal to provide and implement a fully integrated permit and land use management system for the processing of land use permits, building permits, zoning permits, building inspections, engineering permits, business licenses, code enforcement cases, solar and green energy permits, and rental unit registry. The system must be parcel-based with GIS capabilities and offer full integration, including an online payment system. Online and mobile functionality is a requirement in order to provide a citizen portal and contractor access, as well as functionality that will allow field staff to directly access site data and edit permits and inspections.

It is the intent of the City to select a single consultant to accomplish and/or supply all services outlined in this Request for Proposals (“RFP”).

The City reserves the right to accept or reject any or all responses received in response to this request. The City also reserves the right to waive any informality, technical defect or clerical error or irregularity in any response. The City’s potential award of an agreement will not be based on any single factor, nor will it be based solely or exclusively on the lowest cost proposal.

If an agreement(s) is awarded, it will be awarded to the Consultant who in the judgment of the City has presented an optimal balance of relevant experience, price, quality of service, work history and other factors which the City may consider relevant and important in determining which proposal is best for the City. Additionally, the City may, for any reason, decide not to award an agreement based on this RFP. The City reserves the right to cancel this RFP. The City shall not be obligated to respond to any responses submitted, nor be legally bound in any manner by the submission of the response. The City reserves the right to negotiate deliverables and associated costs.

An electronic version shall be emailed to [email protected] and [email protected] no later than 5:00 p.m. on Wednesday, May 31, 2023. Additionally, three hard copy sets of the proposal (two (2) bound, one (1) unbound) shall be mailed no later than 5:00 p.m. on Wednesday, May 31, 2023, to the City Clerk’s Office. The electronic version of the proposal must be an exact duplicate of the hard copies and the subject line must read “The Bell Gardens Permit and Land Use Management System.” If the proposal includes any comments over and above the specific information requested in this RFP, such information should be included as a separate appendix and placed at the end of the proposal.

Postmarks by this date are unacceptable and no facsimiles will be accepted. Please mail or deliver your response in a sealed envelope with “The Bell Gardens Permit and Land Use Management System” written below the address label and addressed as follows:

City Clerk’s Office
Attention: Daisy Gomez, City Clerk
PLUMS RFP Response

INTRODUCTION

SUBMITTAL PROCEDURES/DEADLINE
244Exhibit 2

City of Bell Gardens
7100 Garfield Avenue
Bell Gardens, CA 90201

Questions and Inquiries

To ensure a fair and objective RFP process and evaluation, all questions and inquiries related to this RFP shall be addressed in writing to Steven Jones, City Planner, at [email protected]. The deadline for written questions and inquiries is Monday, May 22, 2023. City Hall is open Monday through Thursday from 7:30 AM to 6:00 PM.

The tentative schedule for this RFP is as follows:

Release of RFP Monday, May 1, 2023
Deadline for Q&A Written Submittals Monday, May 22, 2023, by 5:00 PM Virtual Meeting Question and Answer Session Wednesday, May 24, 2023, 3:00 PM Proposal Submission Deadline Wednesday, May 31, 2023, by 5:00 PM Interviews for Qualified Consultants Week of July 10, 2023 Tentative City Council Consultant
selected/Agreement Approval
Monday, August 28, 2023

Definitions: To simplify and clarify the language throughout this RFP, the following definitions shall apply:

CITY COUNCIL: The elected officials of the City of Bell Gardens, who have been given the authority to exercise such powers and jurisdiction on all City business as conferred by the State Constitution and the City of Bell Gardens Municipal Code.

AGREEMENT: An agreement between the City and the selected consultant to furnish professional services over a designated period of time (such as, in the sample form attached as Exhibit A).

CONSULTANT: Organization, firm or individual offering a proposal in response to this RFP.

Proposal General Terms and Conditions:

Electronic Documents
Consultants may be supplied with the original RFP documents in electronic form to aid in the preparation of proposal(s). By accepting these electronic documents, each Consultant agrees not to edit or change the language or format of these documents. Submission of a proposal by Consultants signifies full agreement with this requirement.

Receipt of Proposals
Submitted proposal(s) must be properly addressed and received by the City prior to the date

DEFINITIONS, TERMS, AND CONDITIONS
245Exhibit 2

and time specified. The mere fact that the proposal was dispatched will not be considered; the Consultant must ensure that the proposal is delivered.

Proposals received after the date and time specified shall be returned and will be considered void and unacceptable. The City is not responsible for the lateness of the mail carrier, etc.; and the time/date stamp of receipt by the City Clerk’s Office shall be the official time of receipt.

Alterations
Proposal documents cannot be physically altered or amended after the closing date.

Alterations made before closing must be initialed by the Consultant to guarantee authenticity.

Proposals may not be withdrawn after the proposal closing date and each Consultant agrees to this stipulation upon submittal of its proposal. However, all proposals are subject to negotiation before an agreement is awarded as further described below.

Communication
The City shall not be responsible for any verbal communication between any employee of the City and any proposed Consultant. Only written requirements and qualifications will be considered.

No oral statement of any person shall modify or otherwise change, or affect the terms, conditions, or specifications stated in the resulting contract.

Reservations
The City reserves the right to reject any and all proposals received as a result of this RFP. The City’s potential award of an Agreement will not be based on any single factor, nor will it be based solely or exclusively on the lowest cost proposal. If an Agreement is awarded, it will be awarded to the Consultant who in the judgment of the City has presented an optimal balance of relevant experience, price, quality of service, work history and other factors which the City may consider relevant and important in determining which proposal(s) is best for the City. The City reserves the right to cancel or modify this RFP. There is no guarantee that the City will award an Agreement.

Reimbursements
The Consultant shall be solely and exclusively responsible for all costs incurred in connection with the preparation and submission of the proposals; demonstrations; interviews; preparation of responses to questions and requests for additional information; for contract discussions; or for anything in any way related to this RFP. The City is not liable for any costs incurred by a proposer in response to this RFP. Whether or not a Consultant is awarded an Agreement pursuant to this RFP, no proposer shall be entitled to reimbursement for any costs or expenses associated with the Consultant’s participation in this RFP process.

Certification
Any proposal that does not contain all the information requested in this RFP will be considered incomplete and may be rejected by the City.

Funding
The City operates and is funded on a fiscal year basis. Accordingly, the City reserves the right to terminate, without any liability, any Agreement for which funding is not available. 246Exhibit 2

Negotiations
Negotiations may be conducted with responsible Consultants who submit proposals that are reasonably susceptible of being selected. All Consultants reasonably susceptible of being selected based on criteria set forth in this RFP may be given an opportunity to make a presentation and/or interview. Although this process will ultimately result in the award of a single Agreement, the City reserves the right to negotiate an Agreement with more than one firm.

Additional Information
During the proposal evaluation process, the City reserves the right, where it may serve the City’s best interest, to request additional information or clarifications from Consultants. The City also reserves the right to investigate the qualifications of the proposed Consultant(s) as it deems appropriate.

RFP
Consultants should be aware that the RFP and the contents of the successful proposal will become a part of any subsequent contractual documents that may arise from this RFP.

Following the Proposal Submission Deadline, the City, pursuant to the California Public Records Act (Govt. Code Section 6250 et seq.) reserves the right to make copies of all submitted proposals available for inspection and copying by any interested member of the public, except to the limited extent the City determines that any information contained in a proposal is legally privileged under the California Public Records Act. By submission of a proposal, Consultants acknowledge and agree that their proposal and any information contained therein may be disclosed by the City to interested members of the public, including other proposers. All responses to the RFP received become a matter of public record and shall be regarded as public records, with the exception of those elements in each proposal which are defined by the Proposer as business or trade secrets and plainly marked as “Confidential,” “Trade Secret,” or “Proprietary.” The City shall not in any way be liable or responsible for the disclosure of any such proposal or portions thereof, if they are not plainly marked as “Confidential,” “Trade Secret,” or “Proprietary” or if disclosure is required under the Public Records Act. Any proposal which contains language purporting to render all or significant portions of the proposal “Confidential,” “Trade Secret,” or “Proprietary” shall be regarded as non-responsive.

Award of the Agreement
Award of the Agreement will be by the City Council at a public meeting.

The City of Bell Gardens is a General Law City governed by an elected five-member City Council that appoints the City Manager. The City has a population of approximately 39,000 in an area of 2.4 square miles and is located in the southeastern part of Los Angeles County.

The City is seeking the services of an experienced professional consultant to provide and

BACKGROUND
247Exhibit 2

implement a fully integrated permit and land use management system for the processing of land use permits, building permits, zoning permits, building inspections, engineering permits, business licenses, code enforcement cases, solar and green energy permits, and rental unit registry. The system must be parcel-based with GIS capabilities and offer full integration, including an online payment system. Online and mobile functionality is a requirement in order to provide a citizen portal and contractor access, as well as functionality that will allow field staff to directly access site data and edit permits and inspections.

The Scope of Work, as may be modified through negotiation and/or by written addendum, will be made a part of the future Agreement. Through this RFP, the City intends to procure the software functionality listed in this section. Please provide brief itemized answers that correspond to each numbered section that clearly describe how your software provides this functionality. The selected Consultant will be responsible for providing the following services to the City:

1. Development / provision of modern web form capabilities that allow for easy editing of forms and that clearly define workflows for customers and staff. The system must allow online submission and payment of fees for applications, land use entitlements, drawdown accounts, permits, plan checks and documents, licenses, and related activities, including a rental unit registry. The City will consider hosted solutions as well as client/server software solutions. If providing a hosted solution, please detail the network environment; security; data backup frequency and structure; and guaranteed percentage of uptime. All solutions must clearly explain the City’s ability to export information from the system in the event the maintenance contract is terminated. The proposal must include the following considerations:
a. GIS/Integration: Integrate with ESRI ArcGIS systems. The City is in the process of developing an internal and public-facing GIS service with the Southern California Association of Governments (“SCAG”). The permitting software should allow automated updating of property address and owner information from the Los Angeles County Assessor’s Office (dependent on such functionality being available from Los Angeles County).
b. Application and Land Use Entitlement Tracking/Workflows: Provide on-line tracking capabilities for all permit applications, land use entitlements, and license reviews from request/submission to issuance. The system should provide a visual workflow status that is clear to both the customer and internal staff. c. Permitting: The system should be capable of all of the following functionality, at a minimum:
i. Track and generate reports for all building permit activity, including inspection scheduling and status (see Section “e” below); ii. Process and issue a variety of 1. building permit types, including building,

SCOPE OF SERVICES

248Exhibit 2

mechanical, electrical, plumbing, solar and green energy, and miscellaneous; 2. planning land use entitlements, including General Plan and Zoning Code amendments, zone changes, development agreements, conditional use permits, variances, site plan reviews, over-the-counter (“OTC”) approvals and issuances (e.g., certain fences and walls, patio covers, and certain by-right uses) and subdivision maps; 3. engineering permits, including right-of-way encroachment permits, grading permits, and other plan checks; 4. code enforcement cases; 5. business licenses and zoning compliance requests; and 6. housing applications, including rental unit registry; and potentially more applications; iii. Link to and/or conversion of related records (see Sections “m” and “n” below) into the proposed system;
iv. Account for all appropriate permit fees and integrate with payment processor;
v. Validate that contractors are licensed with the City and the State of California (see Section “d” below);
vi. Provide notifications/warnings for permit expiration; vii. Allow customizable permit numbering functionality; viii. Provide a solution for the City that includes the ability to flag a property or parcel with a “Stop Work” directive and impose penalties fees on designated properties;
ix. Grant the ability for applicants to upload documents up to size of at least 500 MB;
x. Incorporate permit fees, development impact fees, business license fees and potentially generate a fee estimate prior to submission; and xi. Generate maps with filters for all permit types.
d. Licensing & Contractor Registration: Provide licensing functionality including contractor licensing and the ability to integrate into the permitting process. e. Inspection Tracking & Scheduling: Allow automatic creation of specific inspection types based on permit applications. Track both routine and periodic inspections of buildings and property and manage all building inspection scheduling activities.

Allow online customer inspection requests and provide calendaring functionality for inspectors that allow them to create a daily schedule from inspection requests.

Allow real time inspection results to be publicly available to all users including via email to permit holder. Provide dating functionality that provides ticklers for permits and inspections with no activity. Permits should automatically close upon a successful final inspection.
f. Reporting: Facilitate report production using any combination of data elements maintained by land use and permitting systems. A dashboard that provides a summary of activity levels, which can be displayed to the public, is preferred. The City desires automated reports that can be emailed on a pre-defined schedule as well as a publicly (without registration) viewable list of registered contractors. 249Exhibit 2

g. Public Online Application Submittal and Inquiry Capabilities: The software should allow unregistered read-only queries of active and closed permits based on address, as well as general property information (assessor parcel information, other city-provided information). The City prefers a solution that also allows queries of a map to see active permits or code complaints. Software will have the capability to allow online submittal of permit applications and related plan submissions, and code enforcement complaints.
h. Mobility/In-Field usage: The system should be able to support in-field usage to view, schedule and modify inspections and record notes while in the field from laptops or tablet devices, allow pictures to be easily attached to inspection reports, have the ability to quickly access all contact details for the owner, applicant, contractor, or complainant as well as attached plans, and retrieve data by searching any parameter, including permit No., contractor, address, etc. i. Geospatial-Based Information: Software must include the ability to assign land use entitlements, permits and conditions such as a Specific Plan, Historic District, Floodplain, Williamson Act, etc. to certain locations with or without Assessor’s Parcel Number (“APN”).
j. Allow for annual residential rental unit registration: Preferably, this would include integration with GIS.
k. Allow for registration of vacant residential and commercial properties: Preferably, this would include integration with GIS for purposes of identifying “hot spots” or areas of concentrated vacancies.
l. Online Payment Processing: Software must directly integrate with credit card processor and contain cash register functionality for processing of online payments. Payment processing must contain an audit mechanism to track payment overrides and nuanced user rights that limit users who can override payment structures.
m. Compatibility or equivalent software to SolarAPP+. Pursuant to the Solar Access Act (Senate Bill 379) all municipalities are to automate their permitting for residential rooftop and energy storage systems by adopting SolarAPP+ or functionally equivalent software. The City’s adoption of this software is impending and currently underway.
n. Data and Information Integration, including, but not limited to:
i. Ensure effective transfer of data from MS Excel spreadsheets to new system;
ii. Incorporation of data sets, from MS Excel or Google Sheets to new system; and,
iii. Ability to export information from software to MS Excel or Google Sheets. o. Implementation Services, including, but not limited to:
i. Software installation and setup;
ii. Template and application form development;
iii. Testing, including acceptance testing;
250Exhibit 2

iv. Training for City staff/users; and
v. Software maintenance and warranty services.
vi. The Scope of Work must also include a schedule of deliverables and milestones associated with each of the above modules or phases. A solution that will provide a high level of functionality with ease of use is desired. Consideration will be given to a well- designed and proven software system that has excellent vendor support, rich capabilities, and robust ad hoc reporting tools.
p. Software Agreement: Please include a template of any required/typical software license agreement the City will need to enter for the software system, maintenance, or other requirements of the Vendor.

2. Complete software documentation and training manual for support staff, users, and administrators.

3. Costs provided should include one or both of the following options (along with a clear delineation of the service being proposed):
a. Deliverable (fixed three-year term, with an option to renew):
i. One-time Costs:

1. Software License Costs (up to 15 internal users, potentially more);

2. Software Customization Costs;

3. Interfaces/Integration Costs;

4. Data Conversion Costs;

5. Professional Service Costs (not including integration and interfaces);
a. Training Costs;
b. Server Hardware Costs;
c. Software Upgrades (Browser, Adobe, Report Writer etc.); and
d. Expenses (miscellaneous);
ii. Recurring Costs:

1. Annual Maintenance costs;

2. Custom Modification Maintenance (if applicable);

3. Data storage costs (if applicable); and

4. Additional Maintenance Fees (if applicable);
iii. Maintenance Schedule:

1. Rate of increase for any annual Maintenance Costs or Inflation Costs (as a %);
iv. Additional Costs:

1. Hourly Rates for additional services, if applicable; and

2. Any other costs, if applicable (please specify nature of costs). b. Annual Subscription (with ten-year rate plan, and option to renew):
251Exhibit 2

i. One-time Costs:

1. Software License Costs (up to 15 internal users, potentially more);

2. Software Customization Costs;

3. Interfaces/Integration Costs;

4. Data Conversion Costs;

5. Professional Service Costs (not including integration and interfaces);
a. Training Costs;
b. Server Hardware Costs;
c. Software Upgrades (Browser, Adobe, Report Writer, etc.); and
d. Expenses (miscellaneous);
ii. Recurring Costs:

1. Annual Maintenance costs;
a. Custom Modification Maintenance (if applicable);
b. Data storage costs (if applicable); and
c. Additional Maintenance Fees (if applicable);
iii. Maintenance Schedule:

1. Rate of increase for any annual Maintenance Costs,
a. Please note inflation Costs (as a %) would be required to be heard by the City Council;
iv. Additional Costs:

1. Hourly Rates for additional services, if applicable; and

2. Any other costs, if applicable (please specify nature of costs).

4. Report on other matters revealed during the Consultant’s evaluation that the City should consider addressing.

5. Presentation of all draft findings to the Community Development Director and designated City team for review; and presentation of final report and conclusions to City Council.

6. Production of a completed draft report to be reviewed by the Community Development Director, City Attorney, and City Management team prior to finalizing. The draft and final should include the following:
a. Background information
b. Description of overall methodology.
c. Supporting justifications for the implementation of the system. d. Any additional matters of which City staff should be made aware, findings, and recommendations.

7. Attendance at staff and public meetings, as needed upon request by the Community 252Exhibit 2

Development Director.

The following instructions describe the form in which proposals must be submitted.

Responses to the following items will be used for proposal evaluation. Proposals that do not contain responses to each of the requirement items will be considered incomplete and may be rejected.

Proposal documents should provide a straightforward, concise description of the Consultant’s capabilities to satisfy the requirements of this RFP. Emphasis should be on completeness, clarity of content, and conveyance of the information requested by the City. The requirements stated do not preclude a Consultant from furnishing additional reports, functions, and costs as deemed appropriate.

The proposal must contain the following eight (8) elements describing how the Consultant will perform the assignment:

1. Transmittal Letter:

A letter of transmittal signed by an individual authorized to bind the proposer stating the proposer has read and will comply with all terms and conditions of the RFP. The transmittal letter will contain, at a minimum: a) company name and address; and b) an executive summary briefly describing the proposer’s ability to perform the work requested, a history of the Consultant’s background and experience providing services.

Conflict of Interest Statement: The Consultant shall disclose any financial, business, or other relationship with the City that may have an impact upon the outcome of this Agreement. Particular attention should be paid to compliance with Government Code section 1090.

2. Work Plan/Project Approach:

Include description of a) the approach and methodology to be taken in addressing the scope of work, b) a listing of the specific tasks, milestones and deliverables required to properly perform the services, and c) a timeline from inception to completion.

3. Management and Staffing:

Describe the management and staffing configuration to be utilized to complete the scope of work. Describe the qualifications of staff to be assigned to the project, their title, and types and amount of equivalent experience. Resumes of all proposed personnel must be included. The proposal must indicate who will have primary responsibility for this project.

PROPOSAL FORMAT AND CONTENT REQUIREMENTS
253Exhibit 2

4. Qualifications, Prior Related Experience, and References Firms or individuals must demonstrate competence and capability to satisfactorily perform the scope of work. A description of the Consultant’s history, organization structure and related work experience should be included. Identify the relevant studies performed by the Consultant in the last five (5) years.

A list of at least three (3) recent references, including local government agencies where a similar service is or has been provided and any private clients. Include a) the names and telephone numbers of the firm and the key managers and professionals assigned to the project, b) brief description of the project, and c) time period for the project.

5. Cost and Pricing:

Proposals must include staff hourly rates, plus overhead, travel and any additional project costs proposed. All items must be itemized in detail. The total project cost must be expressed as a “Not to Exceed” amount for items 1-5 under the “Scope of Services” section in this RFP.

In addition, an hourly fee schedule must be submitted with the proposal. If the scope of work is substantially modified, the extra cost or credit must be negotiated based on the submitted hourly rates.

6. Additions or Exceptions:

A single and separate section with the heading “ADDITIONS OR EXCEPTIONS TO THE CITY’S REQUEST FOR PROPOSAL” containing a complete and detailed description of all the Consultant’s exceptions to the provisions and conditions of the attached City standard professional services contract.

7. Pending Litigation:

Include an explanation and status, if in the last five years, the firm or an office or principal of the firm has been involved in any substantiated complaints, litigation, legal proceedings, or investigations by a regulatory authority.

8. Insurance:

Evidence of commercial liability, professional liability, and workers compensation insurance coverages must be included. Insurance requirements are listed on the sample agreement attached as Exhibit “A”.

EVALUATION CRITERIA
254Exhibit 2

The award of this agreement will be made to the most qualified Consultant whose proposal complies with the prescribed requirements. The City reserves the right to reject any or all proposals and to waive any technical errors, irregularities, or discrepancies, if to do so is deemed to serve the best interests of the City. In no event will an award be made until all necessary investigations are made as to the responsibility and qualifications of the Consultant to whom it is proposed to make such an award.

Proposals will be reviewed and evaluated by the Community Development Director and City staff and ranked based on the following considerations:

• Work plan and approach to scope of work;
• Experience of proposed personnel and the Consultant in providing services, including individual team members assigned to various tasks; • Completeness and thoroughness of the proposal;
• Demonstrated understanding and ability to complete the scope of work; • Proven record for completing similar projects on time and within budget with other government agencies; and
• Pricing.

If further clarifications or negotiations are required, on-site or virtual interviews may be conducted. Participation in these interviews will be at the expense of the Consultant(s). The interview panel will be made up of staff members or representatives from the City.

Recommendations will be forwarded to the City Council for final selection and award.

Proposals failing to provide sufficient information and assurances of performance to adequately assess each category of the required services and/or failing to comply with the requirements and conditions of this RFP may not be given further consideration.

Factors such as, but not limited to, any of the following may be considered just cause to disqualify a response to the RFP without further consideration:
• Evidence of collusion, directly or indirectly, among Consultants with regard to the amount, terms, or conditions of this proposal;
• Any attempt to improperly influence any member of the selection staff; • Existence of any lawsuit, unresolved contractual claim or dispute between Consultant and the City;
• Evidence of incorrect information submitted as part of the RFP; 255Exhibit 2

• Evidence of Consultant’s inability to successfully complete the responsibilities and obligations of the proposed scope of work; and
• Consultant’s default under any agreement, which results in termination of the Agreement.

Each proposal will be considered along with those of other responding Consultants, with respect to ability to perform effectively and efficiently those Scope of Services outlined above.

The successful Consultant shall not discriminate, in any way, against any person based on race, sex, color, age, religion, sexual orientation, actual or perceived gender identity, disability, ethnicity, or national origin, or any other protected classification in connection with or related to the performance of the Agreement.

Close coordination with the City is required to assure that all requirements will be met. The City reserves the right to withdraw this RFP at any time without any prior notice. Further, the City makes no representations that any Agreement will be awarded to any Consultant responding to this RFP. The City expressly reserves the right to postpone reviewing the proposals for its own convenience and to reject any or all proposals responding to this RFP without indicating any reasons for such rejection(s).
256Exhibit 2

EXHIBIT “A”

SAMPLE PROFESSIONAL SERVICES AGREEMENT

257Exhibit 2

1 2023

PROFESSIONAL SERVICES AGREEMENT
(Engagement: INSERT ENGAGEMENT)
(Parties: INSERT CONSULTANT NAME and City of Bell Gardens) THIS PROFESSIONAL SERVICES AGREEMENT (hereinafter, “Agreement”) is made and entered into this ___________ day of __________________ 2023 (hereinafter, the “Effective Date”) by and between the CITY OF BELL GARDENS, a municipal corporation (hereinafter, “CITY”) and INSERT CONSULTANT NAME (hereinafter, “CONSULTANT”).

For the purposes of this Agreement, CITY and CONSULTANT may be referred to collectively by the capitalized term “Parties.” The capitalized term “Party” may refer to CITY or CONSULTANT interchangeably, as appropriate.

RECITALS
WHEREAS, CITY requires professional consulting services INSERT THE KIND OF SERVICES REQUIRED; and
WHEREAS, CITY staff has determined that CONSULTANT possesses the experience, skills and training necessary to competently provide such services to CITY; and
WHEREAS, the execution of this Agreement was approved by the Bell Gardens City Council at its Regular Meeting.

NOW, THEREFORE, for and in consideration of the mutual covenants and conditions herein contained, CITY and CONSULTANT agree as follows:

I.

ENGAGEMENT TERMS

1.1 TERM: This Agreement shall have a term commencing from the Effective Date through INSERT DATE (hereinafter, the “Term”). Nothing in this Section shall operate to prohibit or otherwise restrict the CITY’s ability to terminate this Agreement at any time for convenience or for cause as provided under Article V (Termination), below.

1.2 SCOPE OF WORK:

A.Subject to the terms and conditions of this Agreement, CONSULTANT agrees to provide the services and tasks described in that certain Request for Proposals of CITY entitled “INSERT TITLE OF REQUEST FOR PROPOSALS” (hereinafter, “CITY RFP”) and the written proposal of CONSULTANT entitled “INSERT TITLE OF PROPOSAL” (hereinafter, the “CONSULTANT PROPOSAL”) dated INSERT DATE OF PROPOSAL. The CITY RFP and the CONSULTANT PROPOSAL are attached and
incorporated hereto as Exhibit “A” and “B” respectively. The term “Scope of Work” shall be a collective reference to the CITY RFP and the 258Exhibit 2

2 CONSULTANT PROPOSAL. The capitalized term “Work” shall be a collective reference to all the various services and tasks referenced in the Scope of Work. In the event of any conflict or inconsistency between the provisions of the document entitled CITY RFP and the provisions of the document entitled CONSULTANT PROPOSAL, the requirements of the document entitled CITY RFP shall govern and control but only to the extent of the conflict or inconsistency and no further. In the event of any conflict or inconsistency between the provisions of the Scope of Work and the provisions of this Agreement to which the Scope of Work is attached, the provisions of this Agreement shall govern and control.

B. IF NO RFP ISSUED: Subject to the terms and conditions of this Agreement, CONSULTANT agrees to provide the services and tasks described in that certain proposal of CONSULTANT entitled “INSERT TITLE OF PROPOSAL” dated INSERT DATE OF PROPOSAL (hereinafter, the “CONSULTANT Proposal”) which is attached and incorporated hereto as Exhibit “A”. CONSULTANT further agrees to furnish to CITY all labor, materials, tools, supplies, equipment, services, tasks and incidental, and customary work necessary to competently perform and timely complete the services and tasks set forth in the Scope of Work. For the purposes of this Agreement the aforementioned services and tasks set forth in the Scope of Work shall hereinafter be referred to generally by the capitalized term “Work.”

1.3 PROSECUTION OF WORK:

A. CONSULTANT shall perform Work continuously and with due diligence so as to complete the Work within the Term of this Agreement;

B. CONSULTANT shall cooperate with CITY and in no manner interfere with the work of CITY, its employees or other consultants, contractors or agents;

C. CONSULTANT shall not claim or be entitled to receive any compensation or damage because of the failure of CONSULTANT, or its subconsultants, to have related services or tasks completed in a timely manner;

D. CONSULTANT shall at all times enforce strict discipline and good order among CONSULTANT’s employees; and

E. CONSULTANT, at its sole expense, shall pay all sales, consumer, use or other similar taxes required by law.

1.4 COMPENSATION: CONSULTANT shall perform the Work in accordance with “INSERT TITLE OF COMPENSATION DOCUMENT” (hereinafter, the “COMPENSATION RATE”). The foregoing notwithstanding, CONSULTANT’s total compensation for the performance of all Work contemplated under this Agreement, will not exceed the total budgeted aggregate sum of INSERT WRITTEN AMOUNT ($INSERT NUMBER) (hereinafter, the “Not-to-Exceed Sum”) during the prosecution of this Agreement, unless such added expenditure is first 259Exhibit 2

3 approved by the City Council. In the event CONSULTANT’s charges are projected to exceed the Not-to-Exceed Sum prior to the expiration of this Agreement, CITY may suspend CONSULTANT’s performance pending CITY approval of any anticipated expenditures in excess of the Not-to-Exceed Sum or any other CITY approved amendment to the compensation terms of this Agreement.

1.5 PAYMENT OF COMPENSATION: Following the conclusion of the work requested in Section 1.1, CONSULTANT shall submit to CITY an itemized invoice indicating the services performed and tasks completed during the recently concluded calendar month, including services and tasks performed and the reimbursable out- of-pocket expenses incurred. If the amount of CONSULTANT’s compensation is a function of hours worked by CONSULTANT’s personnel, the invoice should indicate the number of hours worked, the persons responsible for performing the Work, the rate of compensation at which such services and tasks were performed, the subtotal for each task and service performed and a grand total for all services performed. Within thirty (30) calendar days of receipt of each invoice, CITY will notify CONSULTANT in writing of any disputed amounts included in the invoice.

Within forty-five (45) calendar days of receipt of each invoice, CITY will pay all undisputed amounts included on the invoice. CITY will not withhold applicable taxes or other authorized deductions from payments made to CONSULTANT.

1.6 ACCOUNTING RECORDS: CONSULTANT will maintain complete and accurate records with respect to all matters covered under this Agreement for a period of three (3) years after the expiration or termination of this Agreement. CITY will have the right to access and examine such records, without charge, during normal business hours. CITY will further have the right to audit such records, to make transcripts therefrom and to inspect all program data, documents, proceedings, and activities.

1.7 ABANDONMENT BY CONSULTANT: In the event CONSULTANT ceases to perform the Work agreed to under this Agreement or otherwise abandons the undertaking contemplated herein prior to the expiration of this Agreement or prior to completion of any or all tasks set forth in the Scope of Work, CONSULTANT will deliver to CITY immediately and without delay, all materials, records and other work product prepared or obtained by CONSULTANT in the performance of this Agreement. Furthermore, CONSULTANT will only be compensated for the reasonable value of the services, tasks and other Work performed up to the time of cessation or abandonment, less a deduction for any damages, costs or additional expenses which CITY may incur as a result of CONSULTANT’s cessation or abandonment.

II.

PERFORMANCE OF AGREEMENT

2.1 CITY’S REPRESENTATIVE: The CITY hereby designates INSERT CITY REPRESENTATIVE (hereinafter, the “City Representative”) to act as its representative for the performance of this Agreement. The City Representative or their designee will act on behalf of the CITY for all purposes under this Agreement.

CONSULTANT will not accept directions or orders from any person other than the 260Exhibit 2

4 City Representative or their designee.

2.2 CONSULTANT REPRESENTATIVE: CONSULTANT hereby designates INSERT CONSULTANT REPRESENTATIVE, to act as its representative for the performance of this Agreement (hereinafter, “Consultant Representative”).

Consultant Representative will have full authority to represent and act on behalf of the CONSULTANT for all purposes under this Agreement. Consultant Representative or their designee will supervise and direct the performance of the Work, using their best skill and attention, and will be responsible for all means, methods, techniques, sequences and procedures and for the satisfactory coordination of all portions of the Work under this Agreement. Notice to the Consultant Representative will constitute notice to CONSULTANT.

2.3 COORDINATION OF SERVICE; CONFORMANCE WITH REQUIREMENTS:

CONSULTANT agrees to work closely with CITY staff in the performance of the Work and this Agreement and will be available to CITY staff and the City Representative at all reasonable times. All work prepared by CONSULTANT will be subject to inspection and approval by City Representative or their designees.

2.4 STANDARD OF CARE; PERFORMANCE OF EMPLOYEES: CONSULTANT represents, acknowledges and agrees to the following:

A. CONSULTANT will perform all Work skillfully, competently and to the highest standards of CONSULTANT’s profession;

B. CONSULTANT shall at all times employ such force, plant, materials, and tools as will be sufficient in the opinion of the CITY to perform the Services within the time limits established, and as provided herein. It is understood and agreed that said tools, equipment, apparatus, facilities, labor, and material shall be furnished and said Services performed and completed as required by the Agreement, and subject to the approval of the CITY’s authorized representative;

C. CONSULTANT will perform all Work in a manner reasonably satisfactory to the CITY;

D. CONSULTANT will comply with all applicable federal, state and local laws and regulations, including the conflict of interest provisions of Government Code Section 1090 and the Political Reform Act (Government Code Section 81000 et seq.). CONSULTANT shall be liable for all violations of such laws and regulations in connection with Services. If CONSULTANT performs any work knowing it to be contrary to such laws, rules and regulations, CONSULTANT shall be solely responsible for all costs arising therefrom;

E. CONSULTANT understands the nature and scope of the Work to be performed under this Agreement as well as any and all schedules of performance;

F. All of CONSULTANT’s employees and agents possess sufficient skill, 261Exhibit 2

5 knowledge, training and experience to perform those services and tasks assigned to them by CONSULTANT; and

G. All of CONSULTANT’s employees and agents (including, but not limited to, subcontractors and subconsultants) possess all licenses, permits, certificates, qualifications and approvals of whatever nature that are legally required to perform the tasks and services contemplated under this Agreement and all such licenses, permits, certificates, qualifications and approvals will be maintained throughout the term of this Agreement and made available to CITY for copying and inspection.

The Parties acknowledge and agree that CONSULTANT will perform, at CONSULTANT’s own cost and expense and without any reimbursement from CITY, any services necessary to correct any errors or omissions caused by CONSULTANT’s failure to comply with the standard of care set forth under this Section or by any like failure on the part of CONSULTANT’s employees, agents, contractors, subcontractors and subconsultants. Such effort by CONSULTANT to correct any errors or omissions will be commenced immediately upon their discovery by either Party and will be completed within seven (7) calendar days from the date of discovery or such other extended period of time authorized by the City Representative in writing and in their sole and absolute discretion. The Parties acknowledge and agree that CITY’s acceptance of any work performed by CONSULTANT or on CONSULTANT’s behalf will not constitute a release of any deficiency or delay in performance. The Parties further acknowledge, understand and agree that CITY has relied upon the foregoing representations of CONSULTANT, including but not limited to the representation that CONSULTANT possesses the skills, training, knowledge and experience necessary to perform the Work skillfully, competently and to the highest standards of CONSULTANT’s profession.

2.5 ASSIGNMENT: The skills, training, knowledge and experience of CONSULTANT are material to CITY’s willingness to enter into this Agreement. Accordingly, CITY has an interest in the qualifications and capabilities of the person(s) who will perform the services and tasks to be undertaken by CONSULTANT or on behalf of CONSULTANT in the performance of this Agreement. In recognition of this interest, CONSULTANT agrees that it will not assign or transfer, either directly or indirectly or by operation of law, this Agreement or the performance of any of CONSULTANT’s duties or obligations under this Agreement without the prior written consent of the CITY. In the absence of CITY’s prior written consent, any attempted assignment or transfer will be ineffective, null and void and will constitute a material breach of this Agreement.

2.6 SUBSTITUTION OF KEY PERSONNEL: CONSULTANT has represented to CITY that certain key personnel will perform and coordinate the Services under this Agreement. Should one or more of such personnel become unavailable, CONSULTANT may substitute other personnel of at least equal competence upon written approval of CITY. In the event that CITY and CONSULTANT cannot agree as to the substitution of key personnel, CITY shall be entitled to terminate this Agreement for cause. As discussed below, any personnel who fail 262Exhibit 2

6 or refuse to perform the Services in a manner acceptable to the CITY, or who are determined by the CITY to be uncooperative, incompetent, a threat to the adequate or timely completion of the Project or a threat to the safety of persons or property, shall be promptly removed from the Project by the CONSULTANT at the request of the CITY.

2.7 CONTROL AND PAYMENT OF SUBORDINATES; INDEPENDENT
CONTRACTOR: The Work will be performed by CONSULTANT or under CONSULTANT’s strict supervision. CONSULTANT will determine the means, methods and details of performing the Work subject to the requirements of this Agreement. CITY retains CONSULTANT on an independent contractor basis and not as an employee. CONSULTANT reserves the right to perform similar or different services for other principals during the term of this Agreement, provided such work does not unduly interfere with CONSULTANT’s competent and timely performance of the Work contemplated under this Agreement and provided the performance of such services does not result in the unauthorized disclosure of CITY’s confidential or proprietary information. Any additional personnel performing the Work under this Agreement on behalf of CONSULTANT are not employees of CITY and will at all times be under CONSULTANT’s exclusive direction and control. CONSULTANT will pay all wages, salaries and other amounts due to such personnel and will assume responsibility for all benefits, payroll taxes, Social Security and Medicare payments and the like. CONSULTANT will be responsible for all reports and obligations respecting such additional personnel, including, but not limited to: Social Security taxes, income tax withholding, unemployment insurance, disability insurance, workers’ compensation insurance and the like.

2.8 REMOVAL OF EMPLOYEES OR AGENTS: If any of CONSULTANT’s officers, employees, agents, contractors, subcontractors or subconsultants is determined by the City Representative to be uncooperative, incompetent, a threat to the adequate or timely performance of the tasks assigned to CONSULTANT, a threat to persons or property, or if any of CONSULTANT’s officers, employees, agents, contractors, subcontractors or subconsultants fail or refuse to perform the Work in a manner acceptable to the CITY, such officer, employee, agent, contractor, subcontractor or subconsultant will be promptly removed by CONSULTANT and will not be reassigned to perform any of the Work.

2.9 COMPLIANCE WITH LAWS: CONSULTANT will keep itself informed of and in compliance with all applicable federal, state or local laws to the extent such laws control or otherwise govern the performance of the Work. CONSULTANT’s compliance with applicable laws will include, without limitation, compliance with all applicable Cal/OSHA requirements and applicable regulations of the Federal Department of Housing and Urbanization.

2.10 NON-DISCRIMINATION: CONSULTANT represents that it is an equal opportunity employer and it shall not discriminate against any subconsultant, employee or applicant for employment because of race, religion, color, national origin, handicap, ancestry, sex or age. Such non-discrimination shall include, but not be limited to, all activities related to initial employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or termination. 263Exhibit 2

7 2.11 INDEPENDENT CONTRACTOR STATUS: The Parties acknowledge, understand and agree that CONSULTANT and all persons retained or employed by CONSULTANT are, and will at all times remain, wholly independent contractors and are not officials, officers, employees, departments or subdivisions of CITY.

CONSULTANT will be solely responsible for the negligent acts and/or omissions of its employees, agents, contractors, subcontractors and subconsultants.

CONSULTANT and all persons retained or employed by CONSULTANT will have no authority, express or implied, to bind CITY in any manner, nor to incur any obligation, debt or liability of any kind on behalf of, or against, CITY, whether by contract or otherwise, unless such authority is expressly conferred to CONSULTANT under this Agreement or is otherwise expressly conferred by CITY in writing.

III.

INSURANCE

3.1 DUTY TO PROCURE AND MAINTAIN INSURANCE: Prior to the beginning of and throughout the duration of the Work, CONSULTANT will procure and maintain policies of insurance that meet the requirements and specifications set forth under this Article. CONSULTANT will procure and maintain the following insurance coverage, at its own expense:

A. Commercial General Liability Insurance: CONSULTANT will procure and maintain Commercial General Liability Insurance (“CGL Coverage”) as broad as Insurance Services Office Commercial General Liability coverage (occurrence Form CG 0001) or its equivalent. Such CGL Coverage will have minimum limits of no less than One Million Dollars ($1,000,000.00) per occurrence and Two Million Dollars ($2,000,000.00) in the general aggregate for bodily injury, personal injury, property damage, operations, products and completed operations, and contractual liability.

B. Automobile Liability Insurance: CONSULTANT will procure and maintain Automobile Liability Insurance as broad as Insurance Services Office Form Number CA 0001 covering Automobile Liability, Code 1 (any auto). Such Automobile Liability Insurance shall have minimum limits of no less than One Million Dollars ($1,000,000.00) per accident for bodily injury and property damage.

C. Workers’ Compensation Insurance/ Employer’s Liability Insurance: A policy of workers’ compensation insurance in such amount as will fully comply with the laws of the State of California and which will indemnify, insure and provide legal defense for both CONSULTANT and CITY against any loss, claim or damage arising from any injuries or occupational diseases occurring to any worker employed by or any persons retained by CONSULTANT in the course of carrying out the Work contemplated in this Agreement.

264Exhibit 2

8 D. Errors & Omissions Insurance: For the full term of this Agreement and for a period of three (3) years thereafter, CONSULTANT will procure and maintain Errors and Omissions Liability Insurance appropriate to CONSULTANT’s profession. Such coverage will have minimum limits of no less than One Million Dollars ($1,000,000.00) per claim.

3.2 ADDITIONAL INSURED REQUIREMENTS: The CGL Coverage and the Automobile Liability Insurance will contain an endorsement naming the CITY and CITY’s elected and appointed officials, officers, employees, agents and volunteers as additional insureds.

3.3 REQUIRED CARRIER RATING: All varieties of insurance required under this Agreement will be procured from insurers admitted in the State of California and authorized to issue policies directly to California insureds. Except as otherwise provided elsewhere under this Article, all required insurance will be procured from insurers who, according to the latest edition of the Best’s Insurance Guide, have an A.M. Best’s rating of no less than A:VII. CITY may also accept policies procured by insurance carriers with a Standard & Poor’s rating of no less than BBB according to the latest published edition the Standard & Poor’s rating guide. As to Workers’ Compensation Insurance/ Employer’s Liability Insurance, the CITY Representative is authorized to authorize lower ratings than those set forth in this Section.

3.4 PRIMACY OF CONSULTANT’S INSURANCE: All policies of insurance provided by CONSULTANT will be primary to any coverage available to CITY or CITY’s elected or appointed officials, officers, employees, agents or volunteers. Any insurance or self-insurance maintained by CITY or CITY’s elected or appointed officials, officers, employees, agents or volunteers will be in excess of CONSULTANT’s insurance and will not contribute with it.

3.5 WAIVER OF SUBROGATION: All insurance coverage provided pursuant to this Agreement will not prohibit CONSULTANT or CONSULTANT’s officers, employees, agents, subcontractors or subconsultants from waiving the right of subrogation prior to a loss. CONSULTANT hereby waives all rights of subrogation against CITY, its officials, officers, employees, agents and volunteers.

3.6 VERIFICATION OF COVERAGE: CONSULTANT acknowledges, understands and agrees, that CITY’s ability to verify the procurement and maintenance of the insurance required under this Article is critical to safeguarding CITY’s financial well-being and, indirectly, the collective well-being of the residents of the CITY.

Accordingly, CONSULTANT warrants, represents and agrees that it will furnish CITY with original certificates of insurance and endorsements evidencing the coverage required under this Article on forms satisfactory to CITY in its sole and absolute discretion. The certificates of insurance and endorsements for each insurance policy will be signed by a person authorized by that insurer to bind coverage on its behalf, and will be on forms provided by the CITY if requested. All certificates of insurance and endorsements will be received and approved by CITY as a condition precedent to CONSULTANT’s commencement of any Work. Upon 265Exhibit 2

9 CITY’s written request, CONSULTANT will also provide CITY with certified copies of all required insurance policies and endorsements.

3.7 FAILURE TO MAINTAIN COVERAGE: In the event any policy of insurance required under this Agreement does not comply with these specifications or is canceled and not replaced immediately so as to avoid a lapse in the required coverage, CITY has the right but not the duty to obtain the insurance it deems necessary and any premium paid by CITY will be promptly reimbursed by CONSULTANT or CITY will withhold amounts sufficient to pay premium from CONSULTANT payments. In the alternative, CITY may cancel this Agreement effective upon notice.

3.8 SPECIAL RISKS OR CIRCUMSTANCES. CITY reserves the right to modify these requirements, including limits, based on the nature of the risk, prior experience, insurer, coverage, or other special circumstances.

IV.

INDEMNIFICATION

4.1 The Parties agree that CITY and CITY’s elected and appointed officials, officers, employees, agents and volunteers (hereinafter, the “City Indemnitees”) should, to the fullest extent permitted by law, be protected from any and all loss, injury, damage, claim, lawsuit, cost, expense, attorneys’ fees, litigation costs, or any other cost arising out of or in any way related to the performance of this Agreement. Accordingly, the provisions of this indemnity provision are intended by the Parties to be interpreted and construed to provide the City Indemnitees with the fullest protection possible under the law. CONSULTANT acknowledges that CITY would not enter into this Agreement in the absence of CONSULTANT’s commitment to indemnify, defend and protect CITY as set forth herein.

Notwithstanding the foregoing, to the extent CONSULTANT’s services are subject to Civil Code Section 2782.8, the above indemnity shall be limited, to the extent required by Civil Code Section 2782.8, to Claims that arise out of, pertain to, or relate to the negligence, recklessness, or willful misconduct of the CONSULTANT.

CONSULTANT’s obligation to indemnify shall not be restricted to insurance proceeds, if any, received by the CITY, its officials, officers, employees, agents or volunteers.

4.2 To the fullest extent permitted by law, CONSULTANT shall indemnify, hold harmless and defend the City Indemnitees from and against all liability, loss, damage, expense, cost (including without limitation reasonable attorneys’ fees, expert fees and all other costs, and fees of litigation) of every nature arising out of or in connection with CONSULTANT’s performance of work hereunder or its failure to comply with any of its obligations contained in this Agreement, except such loss or damage which is caused by the sole negligence or willful misconduct of the CITY.

4.3 CITY shall have the right to offset against the amount of any compensation due to CONSULTANT under this Agreement, any amount due to CITY from CONSULTANT as a result of CONSULTANT’s failure to either pay CITY promptly 266Exhibit 2

10 for any costs associated with CONSULTANT’s obligations to indemnify the City Indemnitees under this Article, or related to CONSULTANT’s failure to either (i) pay taxes on amounts received pursuant to this Agreement, or (ii) comply with applicable workers’ compensation laws.

4.4 The obligations of CONSULTANT under this Article will not be limited by the provisions of any workers’ compensation act or similar act. CONSULTANT expressly waives its statutory immunity under such statutes or laws as to CITY and CITY’s elected and appointed officials, officers, employees, agents, and volunteers.

4.5 CONSULTANT agrees to obtain executed indemnity agreements with provisions identical to those set forth herein this Article from each and every subcontractor or any other person or entity involved by, for, with or on behalf of CONSULTANT in the performance of this Agreement. In the event CONSULTANT fails to obtain such indemnity obligations from others as required herein, CONSULTANT agrees to be fully responsible and indemnify, hold harmless and defend CITY and CITY’s elected and appointed officials, officers, employees, agents, and volunteers from and against any and all claims and losses, costs or expenses for any damage due to death or injury to any person and injury to any property resulting from any alleged intentional, reckless, negligent, or otherwise wrongful acts, errors or omissions of CONSULTANT’s subcontractors or any other person or entity involved by, for, with or on behalf of CONSULTANT in the performance of this Agreement. Such costs and expenses shall include reasonable attorneys’ fees incurred by counsel of CITY’s choice.

4.6 CITY does not, and shall not waive any rights that it may possess against CONSULTANT because of the acceptance by CITY, or the deposit with CITY, of any insurance policy or certificate required pursuant to this Agreement. This hold harmless and indemnification provision shall apply regardless of whether or not any insurance policies are determined to be applicable to the claim, demand, damage, liability, loss, cost, or expense.

4.7 This Article and all provisions contained herein (including but not limited to the duty to indemnify, defend, and hold free and harmless) shall survive the termination or normal expiration of this Agreement and is in addition to any other rights or remedies which the CITY may have at law or in equity.

4.8 [ONLY USE IF FOR DESIGN PROFESSIONALS]WORK OF CONSULTANT’S DESIGN PROFESSIONALS SERVICES: The duty to indemnify, defend and hold harmless as set forth under this subsection shall apply to the negligence, recklessness or willful misconduct of any individual who qualifies as a “design professional” within the meaning of subsection (c)(2) of Section 2782.8 of the California Civil Code in so far as such negligence, recklessness or willful misconduct occurs in the performance, work or activities that must be performed by a “design professional.” Subject to the limitation of the preceding sentence, to the fullest extent permitted by law, CONSULTANT shall immediately defend and indemnify and hold harmless the City Indemnities, defined above, from and against any and all liability, loss, damage, expense, cost (including without limitation 267Exhibit 2

11 reasonable attorneys’ fees, expert fees and all other costs and fees of litigation) of every nature arising out of the negligence, recklessness, or willful misconduct of CONSULTANT or any of CONSULTANT’s officers, employees, servants, agents, contractors, subcontractors or authorized volunteers or any other person or entity involved by, for, or with or on behalf of CONSULTANT in the performance of design professional services under this Agreement. The Parties understand and agree that the duty of CONSULTANT to indemnify, defend and hold harmless pursuant to this subsection includes the duty to defend as set forth in Section 2778 of the California Civil Code. CONSULTANT’s obligation to indemnify applies unless it is finally adjudicated that the liability was caused by the sole active negligence or sole willful misconduct of an indemnified party. If it is finally adjudicated that liability is caused by the comparative active negligence or willful misconduct of an indemnified party, then CONSULTANT’s indemnification obligation shall be reduced in proportion to the established comparative liability.

4.9 WORK OF ALL OTHER PERSONS/NON-DESIGN PROFESSIONALS: Except as otherwise provided under Section 4.2 of this Article, above, to the fullest extent permitted by law, CONSULTANT shall indemnify, defend and hold harmless the City Indemnitees from and against all liability, loss, damage, expense, cost (including without limitation reasonable attorneys’ fees, expert fees and all other costs and fees of litigation) of every nature to the extent caused by CONSULTANT’s negligent performance under this Agreement, including but not limited to the negligent acts, errors or omissions of CONSULTANT or CONSULTANT’s officers, employees, agents, servants, contractors, subcontractors or subconsultants or the failure of the same to comply with any of the duties, obligations or standards of care set forth herein. The duty to indemnify, defend and hold harmless under this subsection shall not encompass a duty to indemnity, defend or hold harmless for liability, loss, suit, damage, expense, or cost caused by the negligence or willful misconduct of any or all of the City Indemnitees. The duty to indemnify, defend and hold harmless as set forth under this subsection is intended to encompass liabilities, losses, damages, expense and costs not otherwise subject to subsection 4.2, above.

4.10 As to the duties to indemnify under Sections 4.1 and 4.2 of this Article, above, CITY shall have the right to offset against the amount of any compensation due CONSULTANT under this Agreement any amount due CITY from CONSULTANT as a result of CONSULTANT’s failure to pay CITY promptly any indemnification arising under this Article and related to CONSULTANT’s failure to either: (i) pay taxes on amounts received pursuant to this Agreement, or (ii) comply with applicable workers’ compensation laws.

4.11 As to the duties to indemnify under Sections 4.1 and 4.2 of this Article, above, the obligations of CONSULTANT under this Article will not be limited by the provisions of any workers’ compensation act or similar act. CONSULTANT expressly waives its statutory immunity under such statutes or laws as to CITY and CITY’s elected and appointed officials, officers, employees, agents and authorized volunteers.

4.12 As to the duties to indemnify under Sections 4.1 and 4.2 of this Article, above, CONSULTANT agrees to obtain executed indemnity agreements with provisions 268Exhibit 2

12 identical to those set forth here in this Article from each and every subcontractor or any other person or entity involved by, for, with or on behalf of CONSULTANT in the performance of this Agreement. In the event CONSULTANT fails to obtain such indemnity obligations from others as required herein, CONSULTANT agrees to be fully responsible and indemnify, hold harmless and defend CITY and CITY’s elected and appointed officials, officers, employees, agents and authorized volunteers from and against any and all claims and losses, costs or expenses for any damage due to death or injury to any person and injury to any property resulting from any alleged intentional, reckless, negligent, or otherwise wrongful acts, errors or omissions of CONSULTANT’s subcontractors or any other person or entity involved by, for, with or on behalf of CONSULTANT in the performance of this Agreement. Such costs and expenses shall include reasonable attorneys’ fees incurred by counsel of CITY’s choice.

4.13 As to the duties to indemnify under Sections 4.1 and 4.2 of this Article, above, CITY does not, and shall not, waive any rights that it may possess against CONSULTANT because of the acceptance by CITY, or the deposit with CITY, of any insurance policy or certificate required pursuant to this Agreement. This hold harmless and indemnification provision shall apply regardless of whether or not any insurance policies are determined to be applicable to the claim, demand, damage, liability, loss, cost or expense.

4.14 As to the duties to indemnify under Sections 4.1 and 4.2 of this Article, above, the duties to indemnify, defend and hold harmless as set forth under this Section, shall survive the early termination or normal expiration of this Agreement and shall be in addition to any other rights or remedies which the CITY may have at law or in equity.

V.

TERMINATION

5.1 TERMINATION WITHOUT CAUSE: CITY may immediately terminate this Agreement at any time for convenience and without cause by giving prior written notice of CITY’s intent to terminate this Agreement which notice shall specify the effective date of such termination. Upon such termination for convenience, CONSULTANT will be compensated only for those services and tasks which have been performed by CONSULTANT up to the effective date of the termination.

CONSULTANT may not terminate this Agreement except for cause as provided under Section 5.2, below. If this Agreement is terminated as provided herein, CITY may require CONSULTANT to provide all finished or unfinished Documents and Data, as defined in Section 6.1, below, and other information of any kind prepared by CONSULTANT in connection with the performance of the Work.

CONSULTANT will be required to provide such Documents and Data within fifteen (15) calendar days of CITY’s written request. No actual or asserted breach of this Agreement on the part of CITY pursuant to Section 5.2, below, will operate to prohibit or otherwise restrict CITY’s ability to terminate this Agreement for convenience as provided under this Section.

269Exhibit 2

13 5.2 EVENTS OF DEFAULT; BREACH OF AGREEMENT:

A. In the event either Party fails to perform any duty, obligation, service or task set forth under this Agreement (or fails to timely perform or properly perform any such duty, obligation, service or task set forth under this Agreement), an event of default (hereinafter, “Event of Default”) will occur. For all Events of Default, the Party alleging an Event of Default will give written notice to the defaulting Party (hereinafter referred to as a “Default Notice”) which will specify: (i) the nature of the Event of Default; (ii) the action required to cure the Event of Default; (iii) a date by which the Event of Default will be cured, which will not be less than the applicable cure period set forth under Sections 5.2B and 5.2C, below, or if a cure is not reasonably possible within the applicable cure period, to begin such cure and diligently prosecute such cure to completion. The Event of Default will constitute a breach of this Agreement if the defaulting Party fails to cure the Event of Default within the applicable cure period or any extended cure period allowed under this Agreement.

B. CONSULTANT will cure the Event of Default within the following time periods:

i. Within ten (10) business days of CITY’s issuance of a Default Notice for any failure of CONSULTANT to timely provide CITY or CITY’s employees or agents with any information and/or written reports, documentation or work product which CONSULTANT is obligated to provide to CITY or CITY’s employees or agents under this Agreement.

Prior to the expiration of the 10-day cure period, CONSULTANT may submit a written request for additional time to cure the Event of Default upon a showing that CONSULTANT has commenced efforts to cure the Event of Default and that the Event of Default cannot be reasonably cured within the 10-day cure period. The foregoing notwithstanding, CITY will be under no obligation to grant additional time for the cure of an Event of Default under this Section 5.2B.i. that exceeds seven (7) calendar days from the end of the initial 10-day cure period; or

ii. Within fourteen (14) calendar days of CITY’s issuance of a Default Notice for any other Event of Default under this Agreement. Prior to the expiration of the 14-day cure period, CONSULTANT may submit a written request for additional time to cure the Event of Default upon a showing that CONSULTANT has commenced efforts to cure the Event of Default and that the Event of Default cannot be reasonably cured within the 14-day cure period. The foregoing notwithstanding, CITY will be under no obligation to grant additional time for the cure of an Event of Default under this Section 5.2B.ii that exceeds thirty (30) calendar days from the end of the initial 14-day cure period.

In addition to any other failure on the part of CONSULTANT to perform any duty, obligation, service or task set forth under this Agreement (or the failure to timely perform or properly perform any such duty, obligation, service or 270Exhibit 2

14 task), an Event of Default on the part of CONSULTANT will include, but will not be limited to the following: (i) CONSULTANT’s refusal or failure to perform any of the services or tasks called for under the Scope of Work; (ii) CONSULTANT’s failure to fulfill or perform its obligations under this Agreement within the specified time or if no time is specified, within a reasonable time; (iii) CONSULTANT’s and/or its employees’ disregard or violation of any federal, state, local law, rule, procedure or regulation; (iv) the initiation of proceedings under any bankruptcy, insolvency, receivership, reorganization, or similar legislation as relates to CONSULTANT, whether voluntary of involuntary; (v) CONSULTANT’s refusal or failure to perform or observe any covenant, condition, obligation or provision of this Agreement; and/or (vii) CITY’s discovery that a statement representation or warranty by CONSULTANT relating to this Agreement is false, misleading or erroneous in any material respect.

C. CITY will cure any Event of Default asserted by CONSULTANT within forty- five (45) calendar days of CONSULTANT’s issuance of a Default Notice, unless the Event of Default cannot reasonably be cured within the 45-day cure period. Prior to the expiration of the 45-day cure period, CITY may submit a written request for additional time to cure the Event of Default upon a showing that CITY has commenced its efforts to cure the Event of Default and that the Event of Default cannot be reasonably cured within the 45-day cure period. The foregoing notwithstanding, an Event of Default dealing with CITY’s failure to timely pay any undisputed sums to CONSULTANT as provided under Section 1.5, above, will be cured by CITY within five (5) calendar days from the date of CONSULTANT’s Default Notice to CITY.

D. CITY, in its sole and absolute discretion, may also immediately suspend CONSULTANT’s performance under this Agreement pending
CONSULTANT’s cure of any Event of Default by giving CONSULTANT written notice of CITY’s intent to suspend CONSULTANT’s performance (hereinafter, a “Suspension Notice”). CITY may issue the Suspension Notice at any time upon the occurrence of an Event of Default. Upon such suspension, CONSULTANT will be compensated only for those services and tasks which have been rendered by CONSULTANT to the reasonable satisfaction of CITY up to the effective date of the suspension. No actual or asserted breach of this Agreement on the part of CITY will operate to prohibit or otherwise restrict CITY’s ability to suspend this Agreement as provided herein.

E. No waiver of any Event of Default or breach under this Agreement will constitute a waiver of any other or subsequent Event of Default or breach.

No waiver, benefit, privilege, or service voluntarily given or performed by a Party will give the other Party any contractual rights by custom, estoppel, or otherwise.

F. The duties and obligations imposed under this Agreement and the rights and remedies available hereunder will be in addition to and not a limitation of any duties, obligations, rights and remedies otherwise imposed or 271Exhibit 2

15 available by law. In addition to any other remedies available to CITY at law or under this Agreement in the event of any breach of this Agreement, CITY, in its sole and absolute discretion, may also pursue any one or more of the following remedies:

i. Upon written notice to CONSULTANT, the CITY may immediately terminate this Agreement in whole or in part;

ii. Upon written notice to CONSULTANT, the CITY may extend the time of performance;

iii. The CITY may proceed by appropriate court action to enforce the terms of the Agreement to recover damages for CONSULTANT’s breach of the Agreement or to terminate the Agreement; or

iv. The CITY may exercise any other available and lawful right or remedy.

CONSULTANT will be liable for all legal fees plus other costs and expenses that CITY incurs upon a breach of this Agreement or in the CITY’s exercise of its remedies under this Agreement.

G. In the event CITY is in breach of this Agreement, CONSULTANT’s sole remedy will be the suspension or termination of this Agreement and/or the recovery of any unpaid sums lawfully owed to CONSULTANT under this Agreement for completed services and tasks.

5.3 SCOPE OF WAIVER: No waiver of any default or breach under this Agreement will constitute a waiver of any other default or breach, whether of the same or other covenant, warranty, agreement, term, condition, duty or requirement contained in this Agreement. No waiver, benefit, privilege, or service voluntarily given or performed by a Party will give the other Party any contractual rights by custom, estoppel, or otherwise.

5.4 SURVIVING ARTICLES, SECTIONS AND PROVISIONS: The termination of this Agreement pursuant to any provision of this Article or by normal expiration of its term or any extension thereto will not operate to terminate any Article, Section or provision contained herein which provides that it will survive the termination or normal expiration of this Agreement.

VI.

MISCELLANEOUS PROVISIONS

6.1 DOCUMENTS & DATA; LICENSING OF INTELLECTUAL PROPERTY: All Documents and Data will be and remain the property of CITY without restriction or limitation upon their use or dissemination by CITY. For purposes of this Agreement, the term “Documents and Data” means and includes all reports, analyses, correspondence, plans, designs, notes, summaries, strategies, charts, schedules, spreadsheets, calculations, lists, data compilations, documents or other materials developed and/or assembled by or on behalf of CONSULTANT in 272Exhibit 2

16 the performance of this Agreement and fixed in any tangible medium of expression, including but not limited to Documents and Data stored digitally, magnetically and/or electronically. This Agreement creates, at no cost to CITY, a perpetual license for CITY to copy, use, reuse, disseminate and/or retain any and all copyrights, designs, and other intellectual property embodied in all Documents and Data. CONSULTANT will require all subcontractors and subconsultants working on behalf of CONSULTANT in the performance of this Agreement to agree in writing that CITY will be granted the same right to copy, use, reuse, disseminate and retain Documents and Data prepared or assembled by any subcontractor or subconsultant as applies to Documents and Data prepared by CONSULTANT in the performance of this Agreement.

6.2 CONFIDENTIALITY: All data, documents, discussion, or other information developed or received by CONSULTANT or provided for performance of this Agreement are deemed confidential and will not be disclosed by CONSULTANT without prior written consent by CITY. CITY will grant such consent of disclosure as legally required. Upon request, all CITY data will be returned to CITY upon the termination or expiration of this Agreement. CONSULTANT will not use CITY’s name or insignia, photographs, or any publicity pertaining to the Work in any magazine, trade paper, newspaper, television or radio production or other similar medium without the prior written consent of CITY.

6.3 FALSE CLAIMS ACT: CONSULTANT warrants and represents that neither CONSULTANT nor any person who is an officer of, in a managing position with, or has an ownership interest in CONSULTANT has been determined by a court or tribunal of competent jurisdiction to have violated the False Claims Act, 31 U.S.C., Section 3789 et seq. and the California False Claims Act, Government Code Section 12650 et seq.

6.4 NOTICES: All notices permitted or required under this Agreement will be given to the respective Parties at the following addresses, or at such other address as the respective Parties may provide in writing for this purpose:

CONSULTANT: CITY:

INSERT CONSULTANT NAME

INSERT ADDRESS

Attn: INSERT PERSON OF

CONTACT NAME
Phone: INSERT PHONE NUMBER

City of Bell Gardens
7100 S. Garfield Avenue
Attn: INSERT DEPARTMENT
Phone: 562-806-7700

Such notices will be deemed effective when personally delivered or successfully transmitted by facsimile as evidenced by a fax confirmation slip or when mailed, forty-eight (48) hours after deposit with the United States Postal Service, first class postage prepaid and addressed to the Party at its applicable address.

6.5 COOPERATION; FURTHER ACTS: The Parties will fully cooperate with one another, and will take any additional acts or sign any additional documents as are 273Exhibit 2

17 reasonably necessary, appropriate or convenient to achieve the purposes of this Agreement.

6.6 SUBCONTRACTING: CONSULTANT will not subcontract any portion of the Work required by this Agreement, except as expressly stated herein, without the prior written approval of CITY. Subcontracts (including without limitation subcontracts with subconsultants), if any, will contain a provision making them subject to all provisions stipulated in this Agreement, including provisions relating to insurance requirements and indemnification.

6.7 CITY’S RIGHT TO EMPLOY OTHER CONSULTANTS: CITY reserves the right to employ other contractors in connection with the various projects worked upon by CONSULTANT.

6.8 PROHIBITED INTERESTS: CONSULTANT warrants, represents and maintains that it has not employed nor retained any company or person, other than a bona fide employee working solely for CONSULTANT, to solicit or secure this Agreement. Further, CONSULTANT warrants and represents that it has not paid nor has it agreed to pay any company or person, other than a bona fide employee working solely for CONSULTANT, any fee, commission, percentage, brokerage fee, gift or other consideration contingent upon or resulting from the award or making of this Agreement. For breach or violation of this warranty, CITY will have the right to rescind this Agreement without liability. For the term of this Agreement, no member, officer or employee of CITY, during the term of his or her service with CITY, will have any direct interest in this Agreement, or obtain any present or anticipated material benefit arising therefrom.

6.9 TIME IS OF THE ESSENCE: Time is of the essence for each and every provision of this Agreement.

6.10 GOVERNING LAW AND VENUE: This Agreement will be interpreted and governed according to the laws of the State of California. In the event of litigation between the Parties, venue, without exception, will be in the Los Angeles County Superior Court of the State of California. If, and only if, applicable law requires that all or part of any such litigation be tried exclusively in federal court, venue, without exception, will in the Central District of California located in the City of Los Angeles, California.

6.11 ATTORNEYS’ FEES: If either Party commences an action against the other Party, legal, administrative or otherwise, arising out of or in connection with this Agreement, the prevailing Party in such litigation will be entitled to have and recover from the losing Party reasonable attorneys’ fees and all other costs of such action.

6.12 SUCCESSORS AND ASSIGNS: This Agreement will be binding on the successors and assigns of the Parties.

6.13 NO THIRD-PARTY BENEFIT: There are no intended third-party beneficiaries of any right or obligation assumed by the Parties. All rights and benefits under this 274Exhibit 2

18 Agreement inure exclusively to the Parties.

6.14 CONSTRUCTION OF AGREEMENT: This Agreement will not be construed in favor of, or against, either Party but will be construed as if the Parties prepared this Agreement together through a process of negotiation and with the advice of their respective attorneys.

6.15 SEVERABILITY: If any portion of this Agreement is declared invalid, illegal, or otherwise unenforceable by a court of competent jurisdiction, the remaining provisions will continue in full force and effect.

6.16 AMENDMENT; MODIFICATION: No amendment, modification or supplement of this Agreement will be valid or binding unless executed in writing and signed by both Parties, subject to CITY approval. The requirement for written amendments, modifications or supplements cannot be waived and any attempted waiver will be void and invalid.

6.17 CAPTIONS: The captions of the various articles, sections and paragraphs are for convenience and ease of reference only, and do not define, limit, augment, or describe the scope, content, or intent of this Agreement.

6.18 INCONSISTENCIES OR CONFLICTS: In the event of any conflict or inconsistency between the provisions of this Agreement and any of the exhibits attached hereto, the provisions of this Agreement will control.

6.19 ENTIRE AGREEMENT: This Agreement, including all attached exhibits, constitutes the entire, complete, final and exclusive expression of the Parties with respect to the matters addressed herein and supersedes all other agreements or understandings, whether oral or written, which may have been entered into between CITY and CONSULTANT prior to the execution of this Agreement. Any statements, representations, or other agreements, whether oral or written, made by either Party that is not embodied herein will not be valid or binding on the Parties. No amendment, modification or supplement to this Agreement will be valid and binding unless in writing and duly executed by the Parties pursuant to Section

6.16, above.

6.20 FORCE MAJEURE: The Term shall be extended in the event of any delays due to unforeseeable causes beyond the control of CONSULTANT and without the fault or negligence of CONSULTANT, including but not limited to severe weather, fires, earthquakes, floods, epidemics, quarantine restrictions, riots, strikes, freight embargoes, wars, litigation, and/or acts of any governmental agency, including the CITY, if the CONSULTANT shall within three (3) calendar days of the commencement of such delay notify the City Representative in writing of the causes of the delay. The City Representative shall ascertain the facts and the extent of delay, and extend the time for performing the services for the period of the enforced delay when and if in the judgment of the City Representative such delay is justified. The City Representative’s determination shall be final and conclusive upon the parties to this Agreement. In no event shall CONSULTANT be entitled to recover damages against the CITY for any delay in the performance 275Exhibit 2

19 of this Agreement, however caused, CONSULTANT’s sole remedy being extension of the Agreement pursuant to this Section.

6.21 COUNTERPARTS: This Agreement will be executed in three (3) original counterparts each of which will be of equal force and effect. No handwritten or typewritten amendment, modification or supplement to any one counterpart will be valid or binding unless made to all three counterparts in conformity with Section

6.16, above. One fully executed original counterpart will be delivered to CONSULTANT and the remaining two original counterparts will be retained by CITY.

(SIGNATURES ON NEXT PAGE)
276Exhibit 2

20 IN WITNESS WHEREOF, the Parties hereto have caused this Agreement to be executed the day and year first appearing in this Agreement, above.

CITY OF BELL GARDENS:

By:_______________________________

Name:____________________________

Title:____________________

Date:_____________________

APPROVED AS TO FORM:

By:____________________________
Rick Olivarez, City Attorney

CONSULTANT NAME:

By:_______________________________

Name:____________________________

Title:____________________

Date:_____________________

277Exhibit 2

21 EXHIBIT “A”

CITY RFP

278Exhibit 2

22 EXHIBIT “B”

CONSULTANT PROPOSAL

279Exhibit 2

20 EXHIBIT “B”

CONSULTANT PROPOSAL

280Exhibit 2

Revised Proposal for Bell Gardens,
California
RFP for Permit and Land Use Management System
(PLUMS – Software and Implementation) City Wide
Prepared by
Kara McFall, PMP
Online Solutions, LLC (DBA Citizenserve)
1101 E Warner Rd, Suite 160
Tempe, Arizona 85284
Phone: 800.325.9818 x709
Fax: 800.325.9818
[email protected]
May 31, 2023
5:00 p.m.
281Exhibit 2

TRANSMITTAL LETTER
May 15, 2023
Mr. Steven Jones, City Planner
City of Bell Gardens
7100 Garfield Avenue
Bell Gardens, CA 90201
Dear Mr. Jones,
Online Solutions, LLC (DBA Citizenserve) is pleased to submit this response to the City’s Request for Proposal for Permit and Land Use Management System (PLUMS – Software and Implementation) City Wide. Citizenserve has 20 years of experience solving the problems the City seeks help with. We have offered Citizenserve as a Software-as-a-Service solution with accompanying services for public sector customers from the beginning. Our existing client base consists of cities, towns, counties, and other municipalities throughout the United States that have community development and land use functions. We have nearly 300 customers, some of whom have been using Citizenserve since the inception of the company.

Citizenserve® is a comprehensive software and service solution for community development and land use that covers all aspects of application processing, permitting, planning & zoning, code enforcement, licensing, inspections, and citizen request management. The software not only encompasses internal functions, but also provides a user-friendly portal to enable electronic relationships with citizens, contractors, and businesses involved in community development and land use processes. Citizenserve offers profound opportunities for increased service for constituents, efficiency gains, and costs savings.

The major advantages of Citizenserve include the following:

1.A Citizenserve subscription provides you with a world class, integrated solution. All modules and functionality are included. In addition to the standard modules, your users have access to the electronic plan review tool, flexible online portal, and integrated document management with unlimited storage.

2.Citizenserve is low maintenance and quick to deploy because there is no hardware or software to install, secure, and maintain. Our cloud-based, turnkey system is already designed, developed, and implemented – Citizenserve customers can start using the software quickly, like renting space in a high-tech building rather than waiting for a new building to be built from the ground up.

3.Your users have secure access from any location. Citizenserve is accessed via any browser from any device, and thus accommodates remote staff, provides full functionality in the field from any mobile device, and enables constituents to access the online portal from any mobile device.

4.Citizenserve has the best and most comprehensive support in the business. Citizenserve’s unlimited support includes setting up new permits and licenses; changes in fees, letters, or codes; the development of an unlimited number of custom reports; configuration of new workflows; user training; etc.

5.Citizenserve is constantly improving our software; we provide updates and enhancements to the software twice monthly, at no additional charge.

Citizenserve is a turnkey solution that is already up and running with thousands of users for hundreds of municipalities. Implementations move quickly and can be conducted entirely remotely – we have 20 years of experience performing remote implementations as our standard model. Citizenserve pricing is based on an annual subscription per named user, and the number of users can be increased or decreased at any time. The subscription includes all components, all updates to the software, all features, and unlimited support.

Times are changing, and the whole approach to government services has altered dramatically.

Citizenserve is ready to respond, with the industry’s fastest implementation options and technology that is ready now and flexible enough to meet whatever changes the future brings.

We are all facing a new paradigm: Citizenserve is ready to help you meet those challenges today.

We look forward to sharing how Citizenserve can help to meet the requirements of the City.

We have read and will comply with all terms and conditions of the RFP. Online Solutions, LLC (DBA Citizenserve) and its officers, employees, and agents have no financial, business, or other relationship with the City of Bell Gardens, CA that may have an impact upon the outcome of this Agreement. The pricing in this proposal is valid until May 31, 2024.

Sincerely,
Kara McFall, PMP
Online Solutions, LLC (DBA Citizenserve)
1101 E Warner Rd, Suite 160, Tempe, AZ 85284
800-325-9818 x709
[email protected]

T ABLE OF CONTENTS
Cover Page Page 1
Section 1 – Transmittal Letter Page 2
Table of Contents Page 4
Section 2 – Work Plan/Project Approach

2.1 – Citizenserve Implementation Approach

2.2 – Project Plan

2.3 – Draft Project Timeline

2.4 – Citizenserve Unlimited Support and Training

Section 3 – Management and Staffing Page 16
Section 4 – Qualifications, Prior Related Experience, and References

4.1 – Citizenserve History

4.2 – Citizenserve Organizational Structure

4.3 – Citizenserve Recent Experience

4.4 – Citizenserve References

Section 5 – Citizenserve Cost and Pricing

5.1 – Annual Subscription Fees

5.2 – Implementation, Configuration, Project Management, & Online Training

5.3 – Data Conversion

5.4 – System Integrations

5.5 – Citizenserve Cost Summary

5.6 – Citizenserve Hourly Rates

Section 6 – Additions and Exceptions Page 30
Section 7 – Pending Litigation (None) Page 32
Section 9 – Citizenserve Software Solution

9.1 – Permitting

9.1.1 – Public Online Application Submittal (Online Portal)

9.1.2 – Calculation and Payment of Fees

9.1.3 – Workflows

9.1.4 – Plan Reviews

9.1.5 – Communication with Applicants

9.1.6 – Inspection Tracking and Scheduling

9.1.7 – Permit Document Issuance

9.2 – Planning & Zoning

9.3 – Residential Rental Registration

9.4 – Vacant Property Registration

9.5 – Code Enforcement

9.6 – Licensing and Contractor Registration

9.7 – Request Tracking

9.8 – GIS

9.9 – Reporting and Dashboards

9.10 – Mobile Access

9.11 – Document Repository

9.12 – Cloud-Hosted Features

9.12.1 – Network Environment

9.12.2 – System Updates and Enhancements

9.12.3 – Security

9.12.4 – System Backups

9.12.5 – Uptime

9.12.6 – City’s Data Upon Contract Termination

Section 10 – Draft Service Agreement Page 82

SECTION 2 – WORK PLAN/PROJECT APPROACH

2.1 Citizenserve Implementation Approach
We follow an agile methodology for our project implementations; our approach involves the following steps. We typically implement one or two modules at a time, but we will work with the City to determine the phasing that makes the most sense and meets the requirements of the users. The implementation of each module will involve the subject matter experts for the processes and requirements specific to the function.

Completion of the Setup Checklist: The Citizenserve account manager will provide a Setup Checklist of supporting documentation that will be required to begin the setup. The supporting documentation typically includes items like copies of permit, license, rental registration, and land use applications; letters; fee structures; notices and forms; etc. The City’s team will work to gather all the documentation and information included in the Setup Checklist. Gathering all the documentation on the setup document prior to project kickoff ensures the most efficient implementation.

Project Kickoff: The project kickoff meeting includes the key City and Citizenserve team members. Key components of the project will be discussed including roles, responsibilities, timeline, and objectives. The Citizenserve implementation manager will provide a report summarizing the meeting and assigning action items.

Initial Setup: The Citizenserve implementation manager will work from the information on the Setup Checklist to configure the system; typically, the initial setup comprises 50% of the entire setup.

System Walkthroughs: Once the initial setup is complete a weekly meeting will be scheduled with the customer team and the Citizenserve implementation manager. The Citizenserve implementation manager will familiarize the City’s team members on Citizenserve at the beginning of the walkthroughs to enable the team to make informed decisions on configurations and workflows. During the walkthrough meetings, the team will review each area of the system and make a list of changes or additions, which the Citizenserve implementation manager will configure during the meeting and in the days before the next meeting. The City’s team members will test the new functionality before the next meeting to provide additional feedback on any required changes. The walkthroughs are an iterative process that allows the customer to clarify or improve upon existing processes and configure Citizenserve to support those processes.

Data Conversion: We will perform the data conversion by module/function. Once the setup for a module/function is nearly complete, the Citizenserve team will begin creating programs to

convert and import the related legacy data; this process cannot take place until all custom fields for the module/function that are related to the legacy system have been identified and configured in Citizenserve. The City’s team will be responsible for selecting test cases in the legacy system and providing screen shots from each of the legacy screens; our data conversion lead will use these screen shots to map the Citizenserve fields to the legacy fields. The City team members will have the opportunity to review the converted data; changes will be made to the conversion script as needed. The data conversion import can be modified and run as many times as needed prior to go live to ensure the accuracy of imported data.

Configuration of the Integrations. The requirements for the configuration of the integrations will be gathered during the weekly walkthroughs. The Citizenserve solution architect will develop the scripts for the integration points on the Citizenserve side (development of code to export data from or accept data into Citizenserve); if an API is not available, the City’s technical resources will be responsible for developing the code to export data to Citizenserve or accept data from Citizenserve. The City’s team will test the data exchanged between Citizenserve and the external systems and will provide feedback on needed changes.

Training: Prior to go live, staff members will be trained in small groups. Our traditional approach to training is to conduct training via web conferencing in small groups; unlimited live web conferencing training is included as part of implementation and post go live as part of Citizenserve’s unlimited support. With web conferencing, we can transfer screen control to the users so they obtain experience using the system during training. Any of the web conferences used for training can be recorded and edited for later viewing.

Each training session will focus on that group’s core job responsibilities. Most users attend one or two training sessions that last up to four hours; additional one-on-one training sessions can be scheduled for users who would benefit from additional training. With online training we can record any or all the training sessions and make the training videos available online. Unlimited live online training is included post go live as part of Citizenserve’s unlimited support.

Go Live: Final data is typically provided on a Friday afternoon. Over the weekend all test data is removed from the system and the legacy data is converted. The weekly walkthrough meetings typically continue for 2-4 weeks after go live to identify any issues or changes that could be beneficial; the City decides when they are comfortable with the system and no longer require the weekly walkthrough meetings.

Ongoing Support: Users can request support for any needs or questions through the Citizenserve Support Center. Response time to a support request is within 4 hours; urgent requests receive a response within an hour. Our support staff members are available to develop custom reports, help you utilize existing and new features, modify your setup for process changes, and provide unlimited training.

2.2 Project Plan
We have provided a draft project plan below.

Planning Phase
Deliverables
• Setup Checklist of required documentation from the City (Owner: Citizenserve account manager)
• Process Document describing all processes to be managed by Citizenserve (Owner: City project manager)
• List of All Forms, Notices, and Standard Letters (Owner: City project manager) • Examples of All Forms, Notices, and Standard Letters (Owner: City project manager) • Workflow Document describing all workflow routes (Owner: City project manager) • Process/Policy Gap Document identifying gaps in current processes & policies (Owner:

City project manager)
• List of Users and Security Rights (Owner: City project manager, City technology lead) • Data sources to be Converted (UNMODIFIED) (Owner: City project manager) Milestones
• Setup Checklist Complete
• Process Document Complete
• List and Examples of All Forms, Notices, and Standard Letters Complete • Workflow Document Complete
• Process/Policy Gap Document Complete
• List of Users and Security Rights Complete
• Data sources to be converted provided to Citizenserve implementation manager System Setup and Configuration Phase
Deliverables
• Weekly Walkthrough Meetings (Owners: Citizenserve implementation manager) • Weekly Walkthrough Meeting Minutes (Owner: Citizenserve implementation manager) • Basic Installation (Owner: Citizenserve implementation manager) • Configured Forms, Notices, Letters, etc. (Owner: Citizenserve implementation manager) • Configured User Accounts and Rights (Owner: Citizenserve implementation manager) • Configured Citizenserve System in Test Environment (Owner: Citizenserve implementation manager)
• Data Conversion Programs (Owner: Citizenserve data conversion lead)

• Citizenserve Integration Programs (Owners: Citizenserve solution architect and City technology lead)
Milestones
• Weekly Walkthrough Meeting Minutes Delivered
• Basic Installation Complete
• Configuration of Forms, Notices, Letters Complete
• Configuration of User Accounts and Rights Complete
• Geocode Property Data Imported and Approved
• GIS Layers Used in Mapping and Reporting Imported and Approved • Payment Gateway for Applications Paid in Online Portal Complete • Configuration of Citizenserve System in Test Environment Complete • Data Conversion Programs Tested and Complete
• Integration Programs Tested and Complete
System Readiness Phase
Deliverables
• Weekly Walkthrough Meetings (Owners: Citizenserve implementation manager) • Weekly Walkthrough Meeting Minutes (Owner: Citizenserve implementation manager) • Updated Citizenserve Configuration (Owner: Citizenserve implementation manager) Milestones
• Weekly Walkthrough Meeting Minutes Delivered
• Citizenserve Configuration Approved
Training Phase
Deliverables
• Training Documents (Owner: Citizenserve implementation manager/training lead) • Training Courses for City’s Users (Owner: Citizenserve implementation manager/training lead)
Milestones
• Training Documents Approved
• City’s Users Fully Trained on Citizenserve Use
Implementation Phase
Deliverables
• Weekly Walkthrough Meetings (Owners: Citizenserve implementation manager)

• Weekly Walkthrough Meeting Minutes (Owner: Citizenserve implementation manager) • Fully Configured Production Instance of Citizenserve (Owner: Citizenserve implementation manager)
• Fully Converted Legacy Data (Owner: Citizenserve data conversion lead) • Integration Points Configured in Production (Owner: Citizenserve solution architect) • Supplemental Training Courses for Users (Owner: Citizenserve implementation manager/ training lead)
Milestones
• Weekly Walkthrough Meeting Minutes Delivered
• Citizenserve Production Instance Approved
• Converted Legacy Data Approved
• Citizenserve Integration Points Approved
• Users Fully Trained on Citizenserve
Go-Live Phase
Deliverables
• Loaded Data in Citizenserve Production Instance (Owner: Citizenserve implementation manager, Citizenserve data conversion lead)
Milestones
• Citizenserve Production Instance and Data Approved
• Citizenserve Goes Live
Post Go-Live Phase
Deliverables
• Weekly Walkthrough Meetings (Owners: Citizenserve implementation manager/service manager)
• Weekly Walkthrough Meeting Minutes (Owner: Citizenserve implementation manager) • Updated Citizenserve Configuration (Owner: Citizenserve implementation manager/ service manager)
Milestones
• Weekly Walkthrough Meeting Minutes Delivered
• No Further Changes to Citizenserve Configuration Identified

Unlimited Support Phase
Deliverables
• Biweekly Updates and Enhancements (Owner: Citizenserve Support Team) • Release Notes (Owner: Citizenserve Implementation & Support Director) • Major Upgrades (Owner: Citizenserve Support Team)
• Change Management Support for Major Upgrades (Owner: Citizenserve Support Team) • Unlimited Customer Support (Owner: Citizenserve Support Team) Milestones
• Release Notes Delivered
• Biweekly Updates and Enhancements Delivered
• Major Upgrades Delivered
• Major Upgrade Change Management Support Delivered
• Support Tickets Resolved and Closed

2.3 Draft Project Timeline
We have provided a draft project timeline on the following page. We made the following assumptions when developing the project schedule:
• We assume that the City team will collect the required information on the setup checklist provided by Citizenserve prior to the beginning of the project, including copies of permit and license applications, fee schedules, letters and notifications, etc. The timely start of the project depends upon the collection of this information. • We assume that knowledgeable subject matter experts from each area will be available for the weekly walkthrough meetings as scheduled.
• We assume that City team members will complete their assignments in the days between the weekly walkthrough meetings; typical tasks include testing the system, reviewing changes, documenting needed changes, etc.
• We assume the City will ensure the attendance of key end users and, if needed, system administrators in training classes. Online training is included as part of the unlimited support offered through the subscription, and we can be flexible in scheduling additional training as required.

The longest phase of the project is the implementation of the Permitting module due to the number of associated departments and permit types and subtypes. If the City requires a shorter project timeline, we are happy to look at options such as implementing two modules simultaneously.

Draft Citizenserve Project Timeline for Bell Gardens, California (Phases 1 and 2)

Draft Citizenserve Project Timeline for Bell Gardens, California (Phases 3 and 4)

Draft Citizenserve Project Timeline for Bell Gardens, California (Phase 5)

2.4 Citizenserve Unlimited Support and Training
We have included information below on our approach to training (before and after go live) and unlimited support after your project is complete. Our teams are skilled in implementing Citizenserve to fully meet the needs of our customers, but our support does not end at go live.

Citizenserve offers unlimited support and training for the life of the subscription.

Comprehensive user training (and, if required, system administrator training) is provided prior to go live. Once your project launches, we offer unlimited support and training for every Citizenserve subscription. The support extends to addressing any issues, adding new permits and licenses, setting up new workflows, changes in fee schedules, writing custom reports, and user and system administrator training. The City’s users will never be assessed an additional charge for support and training.

We have a toll-free support line that any user can use to request support. The software also has a built-in Support Center and we encourage users to use this feature to submit requests for support help and enhancements. Users identify the severity of their problem and can mark their request as Standard or Urgent. Users select from a drop-down menu of issue types to aid in describing the problem.

Support Center Request Submission Form (View 1)

Support Center Request Submission Form (View 2)
Once a user selects an option from the “What can we help you with today?” menu, they are presented with a field where they can type a description of the problem or request. Users can add one or more attachments to aid in diagnosing the issue or providing detail on the enhancement request.

Support Center Request Submission Form (View 3)
As a Software-as-a-Service company, we remotely service customers who are geographically distributed. We use web conferencing, conference calls, and emails to provide support. Using web conferencing for support allows us to provide higher quality resources in a timelier fashion while providing consistency in the people with whom your staff will be working. We can also view the user’s screen; the user can walk us through the issue they are experiencing, and this visibility supports rapid troubleshooting.

The employees who staff the support desk are the same resources that work on project implementations; each of our implementation staff is assigned to a full day of support once a week. This structure means that when you contact support, you will be working with someone who is an expert and extremely familiar with all aspects of the system. If a question arises that involves the City’s specific setup, the implementation manager who is assigned to the City’s project will be assigned to the support ticket, and the solution architect assigned as needed.

Once a support ticket is submitted, it is assigned to one of the Citizenserve support team members. The user who submitted the request will be notified that the ticket has been assigned; the Citizenserve support team member will contact the user for any information required to troubleshoot the issue. We resolve 85% of all tickets within one day.

For urgent system requests, defined as the system being down/inaccessible or a security concern, Citizenserve staff are available 24/7/365. Urgent requests trigger notification to senior members of the team, who determine the best resources to resolve the issue.

Citizenserve Support team members can also fulfill system administration tasks such as changing workflows, adding new permits or licenses, updating fee structures, etc. Most customers choose to use Citizenserve’s unlimited support for system administration tasks, thus saving staff time and budget.

SECTION 3 – MANAGEMENT AND STAFFING
We are proposing a senior team for the implementation of the City’s project. Below is a summary of the qualifications, experience, and expected project role of each team member who will be assigned to the City’s project.

Senior Executive: Julie Garvey
Julie is the LLC Manager and directs Citizenserve’s development and implementation. She has been developing and implementing business software solutions since the early 1990s and has extensive experience in software design. Prior projects that Julie has led that are similar in scope to the City’s project include Citizenserve implementations for Phoenix, Arizona; Savannah, Georgia; and Gainesville, Florida.

Julie’s focus is on customers, software design, customer implementations, and support. Julie is responsible for the overall design and vision of the solution and oversees all major product upgrades. She determined from the beginning to pursue organic growth in the solution by focusing on customer requirements and enhancement requests and adopting technical innovations that improve the product and performance.

Julie maintains strong relationships with Citizenserve customers and understands the breadth and priority of customer enhancement requests. She has recently led implementations for some of Citizenserve’s larger customers, including a current permitting project for the City of Phoenix Streets Department. Julie also regularly works the Customer Support desk, ensuring that she keeps abreast of customer responses to the software: what is working well, issues, and desired enhancements.

Julie has been with Citizenserve since the beginning of the company. She will be overseeing the development team that delivers twice-monthly updates and enhancements and will serve as a point of escalation.

Implementation Manager, Reese Pratt
Reese is an implementation manager, training lead, and support engineer. Reese has a B.S. from Arizona State University in Computer Science and a M.S. from ASU in Information Management.

Reese is a Certified Scrum Master (CSM). Reese has led implementations that are similar in scope to the City’s project with Peoria, Arizona; Fairhope, Alabama; Lawrence, Massachusetts; and Greenfield, Indiana. He joined the company in 2018. Prior to joining Citizenserve, Reese was a Scrum Master for a semiconductor company responsible for development and technical support in an agile environment.

Reese will have primary responsibility for the project and will be responsible for leading the implementation, training, and support. Reese is skilled at communicating with clients to understand requirements, configuring Citizenserve to meet the requirements, suggesting process improvements, developing and testing data conversion scripts, and testing Citizenserve implementations to ensure issues are discovered in a timely manner. He has also provided post project support for multiple customers, ensuring continuity in the relationship and the most effective support. Reese is also experienced in project management and is currently pursuing is Project Management Professional (PMP) certification from the Project Management Institute.

Integration Lead, Syama Pisapati
Syama is the lead solution architect at Citizenserve and has been with the company from the beginning of the company. He has completed many integrations between Citizenserve and other systems. Syama has completed integrations for dozens of Citizenserve customer implementations, including Gainesville, Florida; St. Charles, Missouri; and Savannah, Georgia.

Syama’s main roles in the company are solution architect, integration lead, and application security lead.

Syama has a M.S. in Information Systems from Arizona State University and a B.S. in Mechanical Engineering from Birla Institute of Technology and Sciences. Syama will be responsible for developing and testing the Citizenserve-side integrations (code to accept data into Citizenserve or to send data from Citizenserve).

Data Conversion Lead, Lisa Amaral
Lisa is the lead conversion manager in Citizenserve. She has a degree in Paper Science and Chemical Engineering from the University of Wisconsin, Stevens Point. Prior to joining Citizenserve in 2012, Lisa was the lead software developer for a multi-million-dollar software redesign and rewrite of a pharmaceutical benefits management software system at McKesson.

Understanding the data sources is critical in a successful conversion, and Lisa has over 20 years of experience working with databases and data sources. She has been with Citizenserve for 8 years and has a deep understanding of community development and land use legacy systems. Lisa will be responsible for reverse engineering the legacy data sources and writing and testing the data conversion scripts. Lisa has completed dozens of data conversions into Citizenserve from a variety of community development and land use legacy systems and has never had a failed data conversion. She has also served as the implementation manager for multiple Citizenserve projects and has a deep functional and technical knowledge of the system. Lisa works one day a week on the Support desk, providing assistance to customers and troubleshooting issues.

Account Manager: Ray Barker
Ray Barker works with Citizenserve customers to ensure their implementations go smoothly. Ray has served as account manager for dozens of Citizenserve implementations and is seasoned in providing relationship management. He has extensive experience implementing and supporting all the Citizenserve modules. Ray has been the account manager for multiple projects that are similar to the City’s, including Savannah, Georgia; Urbana, Illinois; and Caldwell, Idaho.

Ray has an extensive background in information technology. After graduating with a degree in Industrial Engineering from Arizona State University, Ray started his career with Andersen Consulting (now Accenture) in the late 1980s. Before joining Citizenserve as a fulltime employee, Ray served as Vice President of Academic Technology at Education Management Corporation (EDMC), overseeing a production web application serving 140,000 students.

Ray has been with Citizenserve for 8 years. Ray will be responsible for a smooth transition from contract to project kickoff, ensuring that the needs of the City are met, and serving as a point of escalation. Ray also leads activities related to parcel, owner, and address loading, ensuring the accuracy of the integrations and data sources for these vital project elements.

SECTION 4 – QUALIFICATIONS, PRIOR

RELATED EXPERIENCE, AND REFERENCES

4.1 Citizenserve History
Citizenserve is located in Tempe, Arizona and was started as an internet software service in 2003.

Community development and land use software and services are the only software and services the company has ever offered, and we have focused exclusively on public sector customers.

Citizenserve has extensive experience in community development and land use challenges and the application of automation to address these challenges. We will leverage this experience to ensure that the Citizenserve team fully understands the City’s requirements and provides functionality that addresses the full spectrum of City users, administrators, and needs.

Citizenserve has 20 years of experience solving the problems the City seeks help with. We have offered Citizenserve as a Software-as-a-Service solution with accompanying services from the beginning. The Citizenserve software is only provided as a cloud-based subscription. When Citizenserve was started as an internet software service in 2003, the model was uncommon; we were among the first to identify the benefit for community development and land use customers of a cloud-based solution accompanied by unlimited support. Updates and enhancements to the software are provided twice monthly and are included in all subscriptions at no additional charge.

A Citizenserve subscription also includes major upgrades, which occur every few years. Major upgrades and the associated change management and training are also offered at no additional charge.

We strive to be easy to work with, and new customers are often referred by existing customers.

There have been no customer disputes, litigation, or failed implementations in the company’s history. Our unlimited support model extends our relationships with our customers, ensuring that when they have a question or issue, we are available to provide timely assistance and problem resolution. We resolve over 85% of support requests in the same day the request is submitted. In addition to assisting with support requests, we also offer unlimited user training after launch for the full life of the subscription. Our unlimited support and training eliminate the stress of changing to a new system and ensure that all your stakeholders are supported when they require assistance.

Our definition of project completion is not just the completion of all project milestones. Project success also demands that the customer is happy with the solution and comfortable transitioning to Citizenserve. We recognize that implementing a community development and land use solution that meets the unique needs and challenges of a customer often means the project does

not travel in a straight line. We use an agile methodology that encourages exploration and adaptation to changing requirements. We expect and welcome changes in requirements as our customers gain knowledge through the project, practice with the software, and consider best practices recommended by our implementation managers. While other vendors require scope changes for projects that exceed a set number of hours, reports, dashboards, data sets, custom fields, and training sessions, Citizenserve does not put a limit on these critical project elements.

Your project will go live when you are satisfied with the configuration and functionality and your users are fully trained and comfortable with the transition.

Citizenserve has the solution to meet the requirements of the City, the experience to ensure a smooth and efficient implementation, and the support model to ensure continuing success.

4.2 Citizenserve Organizational Structure
We have included a copy of Citizenserve’s organizational structure on the following page. The two most senior members of the company founded the company and have fostered its growth organically rather than through acquisitions. Rather than trying to integrate diverse philosophies from different companies following an acquisition, our company culture has been consistent through thoughtful expansion of our team and consistency in company leadership. Citizenserve employees, from the most senior members to our implementation and support teams, are cohesive in their philosophy towards customer service and implementations.

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4.3 Citizenserve Recent Experience
Citizenserve has 20 years of experience solving the problems the City seeks help with. Our existing client base consists of cities, towns, villages, counties, and other municipalities throughout the United States that have community development and land use functions. We have nearly 300 customers, some of whom have been using Citizenserve since the inception of the company. We have included some relevant project examples below.

Project 1: Gainesville, Florida (August 2018 – February 2022) Contact Name: Kara Paulson Contact Title: Strategic Customer Experience Manager Contact Phone: 352-334-5050 Contact Email: [email protected] Citizenserve Modules: Code Enforcement
& Inspections, Permitting, Planning &
Zoning, Rental Housing Licensing, Online
Portal
Additional Services: Data Conversion
(Innoprise, eWacker, BDS), Systems Integration
(GIS, JetPay, ProjectDox), Integrated Voice
Response (IVR)
Implementation Outcome: Citizenserve provided a fully integrated community development and land use solution for Gainesville, including converting data from a legacy system.

Permitting and Planning & Zoning applicants can apply, attach plans and other documents, securely pay, request inspections, check on application status, and communicate with City staff from the portal. Inspections can also be requested using IVR. Staff can conduct plan reviews and plan markups through customized workflows and markup tools, conduct inspections, issue documents, and utilize a variety of customized reports. Rental license applicants can apply, securely pay, request inspections, check on application status, and communicate with City staff from the portal. Inspections can also be requested using IVR.

Staff can review applications through custom workflows, conduct inspections, and utilize custom reports. With the Code Enforcement module inspectors reviewing properties have access to all information related to the property via a mobile device, including a history of associated violations, permits, and licenses. Inspectors enter results from the field and take and upload photos. Customized checklists streamline inspections. Citizens can submit complaints online; code complaints are automatically routed.

Project 2: Bedford, Ohio (June 2020 – October 2021)
Contact Name: Jennifer Kuzma Contact Title: Economic Development Director Contact Phone: 440-735-6520 Contact Email: [email protected] Citizenserve Modules: Code Enforcement,
Permitting, Planning & Zoning, Licensing,
Rental Registration, Online Portal
Additional Services: Data Conversion, Systems
Integration
Implementation Outcome: Citizenserve provided a fully integrated community development and land use solution for Bedford. Permitting and Planning & Zoning applicants can apply, attach plans and other documents, securely pay, request inspections, check on application status, and communicate with City staff from the portal. Staff can conduct plan reviews and plan markups through customized workflows and markup tools, conduct inspections, issue documents, and utilize a variety of customized reports. Rental housing applicants can apply, securely pay, request inspections, check on application status, and communicate with City staff from the portal. Staff can review applications through custom workflows, conduct inspections, and utilize custom reports. With the Code Enforcement module inspectors reviewing properties have access to all information related to the property via a mobile device, including a history of associated violations, permits, and licenses. Inspectors enter results from the field and take and upload photos. Customized checklists streamline inspections. Citizens can submit complaints online; code complaints are automatically routed.

Project 3: Savannah, Georgia (April 2020 – August 2020) Contact Name: Kevin Milton Contact Title: Code Compliance Director Contact Phone: 912-651-6770 Contact Email: [email protected] Citizenserve Modules: Code Enforcement,
Permitting, Online Portal
Additional Services: Data Conversion
(EnerGov), Systems Integration (ESRI ArcGIS,
311 system, Municode, EnerGov, Tax Assessor,
Govern)
Implementation Outcome: Citizenserve provided a code enforcement and inspections solution for Savannah. The Code Enforcement module enables inspectors reviewing a property from the field to have access to all information related to the property via a mobile device, enter inspections from the field, and take and upload photos. Customized checklists streamline inspections. Citizens can submit complaints online; code complaints are automatically routed.

4.4 Citizenserve References
We have listed projects below that are similar in nature to the project requested by the City; all projects included one or more of the team members that we have proposed for the City’s project.

Reference 1: King City, California
212 South Vanderhurst Avenue
King City, CA 93930
Contact Name: Mark McClain Contact Title: Chief Building Official Contact Phone: 831-386-5915 Contact Email: [email protected] Citizenserve Modules: Permitting,
Planning & Zoning, Code Enforcement,
Licensing, Online Portal.

Additional Services: Systems Integration, Data
Conversion
Project Duration: 10 months Go Live Date: May 2021

Reference 2: Imperial, California
420 S. Imperial Avenue
Imperial, CA 92251
Contact Name: Othon Mora Contact Title: Community Development Director Contact Phone: 760-355-1152 Contact Email: [email protected] Citizenserve Modules: Permitting, Code
Enforcement, Online Portal. Planning &
Zoning implementation in progress.

Additional Services: Systems Integration
Project Duration: 12 months Go Live Date: October 2021

Reference 3: Marina, California
211 Hillcrest Avenue
Marina, CA 93933
Contact Name: Brian McMinn Contact Title: Public Works Director Contact Phone: 831-884-1215 Contact Email: [email protected] Citizenserve Modules: Permitting,
Planning & Zoning, Code Enforcement,
Online Portal.

Additional Services: System Integration, Data
Conversion
Project Duration: 18 months Go Live Date: April 2019

SECTION 5 – CITIZENSERVE COST AND

PRICING
We provide fixed price bids for all our projects. We have provided a description of each of the cost elements of the City’s project below; each cost is a “Not to Exceed” cost based on the assumptions provided.

5.1 Annual Subscription Fees
Citizenserve is only offered as an annual subscription. Subscription pricing is tiered based on number of users. A Citizenserve subscription includes all the Citizenserve modules:
• Permitting,
• Planning & Zoning,
• Code Enforcement,
• Licensing and Registration, and
• Request Tracking.

The Citizenserve subscription includes:
• hosting and administration of the servers and other hardware, • the electronic markup tool,
• online portal, and
• document repository with unlimited storage.

A subscription includes maintenance and unlimited support; the City will never be charged a separate maintenance or support fee. Administrative support is also included in the subscription.

Citizenserve’s unlimited support extends to addressing any issues, setting up new and improving existing processes, setting up new workflows, adding new permits and licenses, adding new fee structures, writing custom reports, user training, and configuring new features.

A few additional clarifications on the annual subscription pricing:
• A subscription is NOT required for the online portal; the City will not be charged for citizens, businesses, contractors, and other constituents who use the portal. • A subscription includes mobile access to Citizenserve; no separate application is required. • Annual subscriptions are priced by named user. The City can add users at any time; subscriptions are prorated to the term of the subscription.

Number of Users Annual Cost Per Named User
5 (5 user minimum) $2,700
6 - 10 $2,400
11 - 24 $2,100
25 - 49 $1,800
50+ $1,500

The City specified 20 users; the annual cost per user is therefore $2,100.

5.2 Implementation, Configuration, Project Management, and Online Training Implementation, configuration, project management, and instructor-led online (web conferencing) training are provided for a flat, one-time fee of $1,500 per named user. If the City later adds users to the subscription, there will be a one-time charge of $1,500 for each new user.

5.3 Data Conversion
We provide a fixed price for data conversions. We run multiple testing cycles for data conversion prior to go live to catch any errors in the custom conversion scripts. The cost of data conversion depends upon the number and type of databases that will be converted. We have included estimated pricing to convert the City’s Excel legacy data.

5.4 System Integrations
We have provided pricing for the following integrations:
• ESRI ArcGIS (Los Angeles County Assessor’s Office),
• Payment file for financial system, and
• TBD Payment Processor.

If the City decides it does not require one or more of the listed integrations, the corresponding price can be removed from the fixed price bid.

Regarding the City’s request to integrate to SolarAPP+ for solar permits – we spoke to the SolarAPP+ principal investigator at the National Renewable Energy Laboratory (NREL) and the SolarAPP+ Outreach Manager from the Solar Energy Industries Association (SEIA), who told us a SolarAPP+ API is not expected before 2024. In the meantime, we have configured workflows based upon the instructions provided by the SEIA SolarAPP+ Outreach Manager and are in the process of posting the directions to the SolarAPP+ website. We can configure direct integration once the API is published and available.

Systems Integration Fixed Price
ESRI ArcGIS $10,000
Payment file for financial system $0
TBD Payment Processor * $0
Total Integration Price $10,000

* Payment Processor. If the City selects a payment processor and version for which we have already established integration, there will be no charge for this integration; see the following list.

If the City selects a payment processor that is not on the list, integration will incur a one-time charge of $20,000.
• ACI Universal Official Payments
• Authorize.Net
• Authorize.Net v2
• Hancock Whitney Transactis BIQ SHO Version 7.0
• Bluefin PayConex
• CityHall payment
• Civitek - https://www.myfloridacounty.com/myflc-pay/ • Civitekpaynow - https://www.myfloridacounty.com/myflc-pay/ • ConnexPoint
• Cybersource V2.0
• Elavon (Convergys gateway)
• EGOV Payment Gateway
• ETS
• Express-Pay
• Forte
• Government Window
• GovPayNet
• Heartland
• Invoicecloud
• JETPAY Magic
• Municipay - https://demo.municipay.com/payapp/public/WSRequest.html ? • NCR MAGIC
• OpenEdge HostPay (Global Payments)
• Paya Connect
• Paybill

• Payeezy
• PayExpressPay
• Paymentus
• Paypal
• Paypal Payflow
• PlugNPay (for customer outside the US only)
• Point & Pay v3.2.8
• PPG (Philadelphia Pay)
• PSN
• SC.Gov CCP, v2, v3
• Unibank RTI v2.0
• VPS Value Payment Systems v1.0
• Xpressbillpay v2, v3

5.5 Citizenserve Cost Summary
This cost summary has been prepared for you based on our understanding of your needs as outlined in the RFP. All prices are “Not to exceed” prices.

Cost Element Cost
Annual Citizenserve Subscription (20 users) $42,000
One-Time Initial Fees
Citizenserve Implementation, Proj Mgmt, Configuration, & Online Training (20 users) $30,000
Data Conversion (Excel Spreadsheets) $15,000
Integration to LA County ESRI ArcGIS $10,000
Daily payment file for financial system $0
Integration to TBD Payment Processor $0
Total One-Time Fees $55,000
Total Year One Fees (includes one-time costs and Year 1 subscription) $97,000 Total Annual Fees (annual subscription for 20 users) $42,000

5.6 Citizenserve Hourly Rates
Citizenserve’s unlimited support covers many of the support requests other vendors charge for.

Additional data conversions and system integrations are bid at a fixed price. For any hourly work, Citizenserve staff are billed at $250/hour.

SECTION 6 – ADDITIONS AND EXCEPTIONS
We have no exceptions to the City’s Professional Services Agreement. We request the addition of the following clarifying clauses:

ONLINE SOLUTIONS DELIVERY OF SERVICES. Citizenserve grants to Customer a non-exclusive, non-transferable, limited subscription to access and use the Citizenserve software service in consideration of the fees and terms described in the Citizenserve Order Form.

SUBCRIPTION START DATE. The subscription will begin on the date specified in Section 5.7 - Payment of Compensation, which is the date Citizenserve will begin providing services. On this date Citizenserve’s responsibilities begin regarding providing support services, infrastructure, backing up data, performing setup and configuration. Implementation and “go live” timelines vary based on the availability and responsiveness of Customer’s personnel and on the Customer’s priorities and objectives. Citizenserve and Customer agree that they will work collectively, as described in the Citizenserve Statement of Work, on a best-efforts basis to achieve a satisfactory migration from legacy systems and to achieve the Customers implementation objectives.

CUSTOMER RESPONSIBILITIES. Customer acknowledges it is receiving only a limited subscription to use the Software Service and related documentation, if any, and shall obtain no title, ownership nor any other rights in or to the software, service, and related documentation, all of which title and rights shall remain with Citizenserve. In addition, Customer agrees that this subscription is limited to applications for its own use and may not lease or rent the Service nor offer its use for others. All Customer data is owned by the Customer.

SERVICE LEVELS. THE SERVICES ARE PROVIDED ON AN “AS IS” BASIS, AND CUSTOMER’S USE OF THE SERVICES IS AT ITS OWN RISK. CITIZENSERVE DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE.

OWNERSHIP OF DATA, TERMINATION OF AGREEMENT. The City owns its data. Upon any termination, Citizenserve will discontinue Services under this agreement; Citizenserve will provide Customer with an electronic copy of all of Customer’s data, if requested, in a Microsoft SQL .BAK file; and, provisions of this Agreement regarding Ownership, Liability, Confidentiality and Miscellaneous will continue to survive.

NO THIRD PARTY RIGHTS. The provisions of this agreement are intended to bind the undersigned parties as to each other and are not intended to and do not create rights in any other person or confer upon any other person any benefits, rights or remedies, and no person is or is intended to be a third-party beneficiary of any of the provisions of this agreement.

ACCEPTABLE USE. Customer represents and warrants that the Services will only be used for lawful purposes, in a manner allowed by law, and in accordance with reasonable operating rules, policies, terms and procedures. Citizenserve may, upon misuse of the Services, request Customer to terminate access to any individual and Customer agrees to promptly comply with such request unless such misuse is corrected.

SECTION 7 – PENDING LITIGATION
Online Solutions, LLC (DBA Citizenserve) and all principals are not now and have never been the subject of substantiated complaints, litigation, legal proceedings, or investigations by a regulatory authority.

SECTION 9 – CITIZENSERVE SOFTWARE

SOLUTION
Citizenserve is a browser-based Software-as-a-Service (SaaS) application that was first released in 2003 and is now implemented for nearly 300 customers. Citizenserve is a comprehensive community development and land use solution that includes permitting, planning & zoning, code enforcement, licensing, request tracking, and an integrated online portal. All modules are integrated and included in the subscription. The integrated nature of Citizenserve means that users do not have to re-enter the same information in multiple modules; all Citizenserve’s modules use the same database and data.

Citizenserve is device and browser independent; it can be accessed from any desktop, laptop, tablet, phone, or other mobile device, including both iOS and Android devices. Citizenserve can be used on cellular and wireless networks from any location. Citizenserve’s automated workflows and integrated document management enable paperless processes for both staff and customers.

Citizenserve is a highly configurable system. The Citizenserve team will configure Citizenserve to meet the City’s requirements during implementation, including providing recommendations for changes in processes based on best practices. Citizenserve is easy to understand and use, so after go live you can make configuration changes yourself, or submit a support ticket to have Citizenserve make the changes for you. For customers who choose to handle their own configuration changes, we provide system administrator training, available at any time as part of Citizenserve’s unlimited support.

Configurable items include:
• Roles: with Citizenserve’s role-based security you can specify the rights and access for each of your users, departments, and sub-departments.
• Forms can be configured to include the graphics, text, fields, custom fields (no additional cost), and other elements you specify. City staff can easily reconfigure new or existing permits, licenses, code enforcement options, and other forms. • Workflows can be configured to match your processes, routing, reviews, approvals, and notifications, and workflow activities can be configured to occur in sequence or parallel.

You can set up different workflows for each permit, project, and license type. City staff can easily reconfigure new or existing workflows.
• Fees can be configured to include complex calculations and start and stop dates.

• Portal: you can control what appears on the portal, what actions can be taken from the portal (including document upload), and mandatory fields and documents through the portal configuration screen. We can place any report on the portal to enable constituents to view activity levels, search for permits by permit type and other criteria, etc. • Custom fields can be created and used on your reports, forms, letters, emails, etc.; Citizenserve supports 33 different types of custom fields. The creation of an unlimited number of custom fields is included in Citizenserve’s unlimited support. • Notifications are available in response to various actions in Citizenserve and can be configured to send letters, emails, etc. Staff have the option to edit these types of notifications prior to sending. City staff can easily reconfigure new or existing notifications.
• Warnings can be configured as mandatory (e.g., Stop Work orders) or informational. City staff can easily reconfigure new or existing warnings.
• Letters and emails can be automatically generated and configured with text, graphics, and data contained within Citizenserve. Staff always have the option to edit letters and emails prior to sending. All letters and emails are included in the Documents tab of the relevant permit, license, code case, etc.
• Reports: you can request an unlimited number of custom reports as part of Citizenserve’s unlimited support. If you don’t see the report you need in the list of standard Citizenserve reports, just submit a support request; the turnaround time for the average custom report is one business day. You can also create your own reports with Citizenserve’s easy-to-use reporting wizard.
• Dashboards are easy to configure for each individual user to display only the metrics and information that is relevant, and you can request custom metrics at any time for no additional cost.
• Integrations to external systems can be configured as one-way, two-way, or flat file uploads. Citizenserve staff are responsible for developing the scripts for the integration points on the Citizenserve side (development of code to export data from or accept data into Citizenserve); if an API is not available, the City’s technical resources will be responsible for developing the code to export data to Citizenserve or accept data from Citizenserve.

9.1 Permitting
Citizenserve permitting software accommodates multiple types of permit types and subtypes, such as building, conditional use, Engineering, over-the-counter, and any future permits the City adds. Citizenserve can accommodate all the permit types and subtypes listed in the RFP.

Citizenserve will configure the City’s permit types during implementation, with permit numbering configured to meet the City’s requirements. Permit applications and their associated workflows can be quickly built. You can add an unlimited number of permit types and subtypes for an

unlimited number of departments in Citizenserve. There is no additional charge to create additional permits at any time, and permits, inspections, and associated workflows can be designated by department/function.

If the City has over-the-counter permits, Citizenserve provides an easy solution. The workflow is simple: a contractor in the field applies for and pays for an over-the-counter permit that does not require a plan check (e.g., patio cover) from a mobile device and the permit is issued and immediately available for download from Citizenserve’s online portal. Your contractors do not need to make a trip to the City’s offices, your staff does not spend time on unnecessary reviews, and your property owner benefits from an expedited process.

9.1.1 Public Online Application Submittal (Online Portal) Citizenserve provides a configurable, customizable, PCI-compliant online portal that allows citizens, contractors, and businesses to participate electronically in the processes of permitting, planning & zoning, licensing, code enforcement, inspections, and requests. The portal can be configured as a link off the City’s website. The portal has been built into the solution from the beginning, meaning users are provided with a cohesive and optimized interface.

The portal is easy to use, and Citizenserve will configure the portal with clear instructions on how to register as a new user, update account information and fill out and submit applications; required submittal documents; information on when a permit is required; etc. Configurable, context sensitive help is available at the field level to provide guidance on the information required with each application.

The portal contains built-in Search functions to enable constituents to search for the information they need. If the City has a specific requirement to display data on the portal, we can place any custom report on the portal to enable portal users to search for and find the information they need.

Example Citizenserve Portal Search Screen

Example Permit Search from the Citizenserve Online Portal We have focused on the portal features for permitting below and address specific portal functionality for other modules in later sections. The image below shows one configuration of the portal for the fictitious Town of Buena Vista. Visitors can learn about and apply for licenses, permits, and development projects and can submit code complaints or requests for services. We can easily tailor the City’s portal to only show the City’s relevant information and services.

Sample Configuration of the Citizenserve Portal

Contractors, engineers, architects, and property owners can apply for a permit using a digital signature, upload digital plans and other required documents, schedule an inspection, securely pay application fees, search permits, check on the status of an application, and provide resubmittals and associated documents.

There is enormous flexibility in configuring applications to meet an individual municipality’s needs. We will work with the City during implementation to determine the requirements for each permit type and subtype; we can replicate existing applications or recommend and make improvements and changes. Applications can be configured to include the required fields, all explanatory and warning text, City-specific graphics and logos, all contacts related to an application, and any other data or information required. Applications can also be configured to indicate the required documents that must be uploaded (e.g., site plan, proof of ownership, etc.) and whether a signature is required. Custom fields can be added if needed at no charge; all custom fields are available for reporting and metrics.

All Citizenserve forms can include dynamic fields, which means the application will adapt depending upon the answers provided by the applicant. Conditions can be configured for permit applications that prevent the submittal of an application from the online portal when the condition is triggered; for example, if the contractor has an expired license or the application is missing a site plan. Applicants can save in-process applications for completion later.

9.1.2 Calculation and Payment of Fees
Citizenserve enables flexibility in the setup of fees, and each permit, development project, and license (application) type can have different fee calculations. All fee schedules can be end dated to inactivate fees and ensure that the correct fees are applied. Fees can be deleted as required.

Citizenserve can accommodate two fee types: manual fees and automatic fees. Manual fees are assigned by staff with proper security roles during the workflow. Automatic fees can be set up for ranges or specific values of application fields and can calculate fixed fees or variable fees against application data, including calculations based on project size, tiered, percentage, value basis, and hourly rate. Common fee types include application fees, plan review fees, impact fees, and state or City required fees.

Citizenserve will set up the City’s fees and map them to the City’s account codes during implementation, and maintenance of the City’s fees (changes to current fees and the addition of new fees) is included as part of the subscription’s unlimited support. Citizenserve accommodates complex fees, such as fees based on ranges of contractor valuation or other field, including any custom fields defined by the City.

Citizenserve enables fees to be calculated for applications and paid from the counter or, with integration to a payment processor, securely paid from the portal. The City determines when fees

are displayed on the portal to the applicant; for example, some municipalities do not require fee payment until the plan review process is complete and the application is approved.

We have included secure, PCI-compliant integration to a payment processor in our bid to enable the payment of fees from the portal with a credit card and, if the payment processor includes the functionality, electronic check. The system will reflect that a fee was paid, amount and type of payment, and the date/time of payment. Refunds and payment adjustments can be easily made and will be reflected in the Fees and Payments screen.

Payments can be applied across fees and the History will show when the fee(s) were paid. Staff can view permit fees and payments that have been applied for a permit on the Permit Screen.

The below screen shows the fees that have been assessed for a permit, payments made, and remaining balance.

Fees and Payments Screen
Fees can also be added to activities. If the activity has a fee structure defined, the activity will display fee, payment, and refund information. The example below shows a fee that was assessed when a review was completed; the fee has not yet been paid.

Activity Fee and Payment Screen

Fees can also be added to inspection activities. The below screen shows a fee that has been assessed for a reinspection.

Inspection Activity Fee

9.1.3 Workflows
The workflows and associated reviews for permits can be quickly and easily built. The City can identify an unlimited number of permit types and subtypes and associated workflows, each with unique associated workflow routes and automated due dates.

Citizenserve will build the permits and associated workflows for the City during implementation. If future permits are added or current permits are changed, City staff can make these changes, or Citizenserve support staff can build the permits and workflows at no additional charge under Citizenserve’s unlimited support.

The submission of a permit application by an applicant from the portal (or by staff entering an application for a customer) will kick off a workflow. Workflows can be configured to determine the appropriate route based on a variety of criteria such as permit type and subtype, property details, and specific fields in the application. Permit reviews can be configured to dynamically route a permit application to different departments or individual users based on the information entered during the review. Workflows can be configured to automatically set task due dates based upon your specific review periods.

Citizenserve’s role-based security enables you to decide who can view permit information and feedback. Workflows can be easily configured and changed in Citizenserve, and staff users can quickly identify the status and due dates of each of the steps in the workflows for permits, development projects, and licenses. Workflows can be configured to notify one or more staff at key steps in the workflow, such as when a request is made for a review. Citizenserve maintains a complete, timestamped history of all actions taken on a permit application, including steps in a workflow such as application received, permit issued, and application complete.

The below example shows the Review steps in a workflow that has been set up for a building permit. The application has completed the Application Intake and is awaiting Application Review by the Building, Engineering, Conservation, and Planning and Zoning Departments and the Required Inspections before the Review is complete. The ASSIGNED TO column shows the assignment of tasks to individual staff members, as defined in the workflow.

Staff View of a Building Permit Workflow Route Display (real-time status)

9.1.4 Plan Reviews
Citizenserve provides collaborative plan review processing. You can create customized workflows that mimic your plan review process and digitally and visually track plan review status, comments, and resubmittals. Workflow status can be tracked internally by City staff, with real-time updates, while the applicants can check on the status of a permit and any associated plan reviews on the portal. Plan review comments, automatically generated from comments entered in Citizenserve’s integrated Electronic Plan Review tool, are available from the portal, and email notifications let your applicants know when a new set of comments and markups are available.

Each application type can have a specific review route or workflow route, and each workflow route can contain different activity types, assignments, and notifications; activities can be assigned to occur linearly or in parallel. Each activity can have a specific form or custom fields and template outputs. A plan review activity can be completed and a template email automatically generated to be sent to the contractor or others involved in the project.

Citizenserve includes integrated review tools for plan review, including tools to measure areas and linear distances and accurately scale drawings. The markup tool supports electronic plan comments by adding notes, standard comments, highlights, measurements, and other annotations. Each user can enter individual notes, highlights, measurements, stamps, and other annotations; the markup shows who made the entry and can filter entries to show layers that reflect all, some, or only a single user’s markups.

Measure Areas and Linear Distances with Citizenserve’s Review Tools The Citizenserve implementation manager will configure electronic plan review comments for each department; comments can be tied to State and local codes, and maintenance of the comments is included as part of Citizenserve’s unlimited support. The below figure shows one example of a partial Common Comments Book that has been configured for a building department; plan reviewers can quickly select the applicable comments. Plan review comments are automatically generated, date and time stamped, and available to applicants from the portal.

Create Customizable Custom Lists of Electronic Plan Comments for Each Department

Create and Share Custom Stamps

9.1.5 Communication with Applicants
Staff can communicate with an applicant for a permit, development project, or license in multiple ways. The application workflow can be configured to send emails at designated points in a workflow; for example, a review activity can be completed and a template email generated to be sent to the applicant and any other people involved in the project. Emails can be edited prior to sending.

All emails sent from Citizenserve can be configured to appear as if they were sent from the City’s email system (the “From” information will show the associated user’s or other assigned City email address) and will be stored as a document in the associated case file. Ad hoc emails can be written and sent anytime, with a copy of the email stored on the documents tab.

Another means of communicating with applicants is through the portal. The portal can be configured so that customers who submit permit applications have access to the status of their applications. The below screen shot shows the options that have been configured in a drop- down to enable a customer from the My Requests screen to view all permit, business license, and development project applications; code complaints; and requests; currently the option for View My Permits is selected. Please note that the drop-down is configurable to meet the City’s requirements.

My Requests Screen Available to Customers from the Portal

Below is a screenshot that shows a partial view (due to space constraints) of the View Permit screen that is accessible by a customer from the portal; the tabs for Permit, Review, Documents, and Inspections show the status information that is available real-time to the applicant. It’s easy for staff and customers to collaborate during plan review and other application steps through the information, documents, and inspection requests on the online portal, or through staff emails and letters generated within Citizenserve. Because the portal and Citizenserve modules all use the same database, data entered and documents uploaded by staff for permits and inspections are immediately available to the applicant on the portal, and applications, documents, and data entered by the applicant are immediately available to staff.

Online Portal View Permit Screen

It’s also easy for an applicant to identify and access review comments. The below screen shows the Reviews tab that an applicant has accessed from the portal for a rezoning permit; the blue VIEW COMMENTS hyperlinks indicate there are comments from the Engineering Application Review, Public Works Review, and Planning & Zoning Application Review. Clicking on a hyperlink displays the comments, which are automatically generated from comments entered in Citizenserve’s integrated Electronic Plan Review tool.

Reviews Tab on the Portal
One critical feature in Citizenserve is the ability to set User Notifications and Assignments for each permit and case type so staff and departments are notified when citizens, contractors, and businesses take action on the portal. For example, if a staff member requests a revised building

plan document, the notification matrix will let the staff member know when the document is uploaded. Without notices of actions taken on the portal, the staff would have to keep checking the file for the uploaded document or worse – forget to check, resulting in a call from the contractor wondering why their permit has not been issued.

Sample Citizenserve User Notifications and Assignments Configuration Screen (Permitting)

9.1.6 Inspection Tracking and Scheduling
Citizenserve provides a single point of inspection management and assignment. We will configure your inspection types during implementation. Customers can request inspections from the portal, including selecting their desired date of the inspection. You can also configure inspection time ranges for selection, if desired. Automatic notifications of inspection requests can easily be configured.

Customers can request an inspection from the portal; the inspection types are configurable

You can configure the inspection request form with inspection time ranges (optional) Citizenserve has a built-in device and browser independent calendar feature that allows inspections and tasks to be easily assigned and managed. Inspectors can create their own daily schedule from the inspection requests. Inspectors can also select a setting to email them a calendar invitation when an inspection is scheduled. The email contains an ICS file that adds an appointment to the inspector’s calendar, similar to how appointments and meetings created in Microsoft Outlook and Google Mail and sent to meeting invitees from these calendars.

Citizenserve supports the creation of an unlimited number of inspection types, including building, engineering, and code inspections. Citizenserve can also manage annual inspections, such as annual fire or rental inspections. Each inspection type can be set up as a custom form with template outputs such as an inspection report. Templates can be created as letters, emails, or any other combination of text and graphics. Individual checklists can be created for each different inspection type.

Citizenserve is device and browser independent, so your inspectors can access the full functionality of Citizenserve from the field. Any information entered in the field is immediately available to staff in the office, and vice versa; no synching of data is required.

As a fully mobile solution, inspectors are notified of inspections due and can look up property ownership information, fill out an inspection report, add violations, take and attach photos, mark up images, generate tickets or notices of violation, and schedule re-inspections – all in the field from a laptop, iPad, or other mobile device. Citizenserve provides the ability to view the locations of your inspections due and enables violations and tickets to be easily displayed for inspectors and other staff on maps or other management reports.

Your inspectors can write tickets for violations from the field using a mobile device, provide a signature, and print tickets using a Bluetooth printer. Photos can be added directly from device cameras. Your inspectors can select from multiple code sections, including building, fire, health, or environmental codes. As part of Citizenserve’s unlimited support, we will ensure that both your building and non-building codes are kept current. Inspectors can also add inspection comments using speech-to-text from iPads and other devices that support this feature.

The following pages show an example inspection conducted from an iPad.

In this scenario, the
inspector opens
Citizenserve on his iPad
and assigns himself to
an inspection.

Staff can customize
their dashboards to
display appointments,
tasks, key metrics, etc.

The inspector completes the
inspection from the field. He
can copy comments from a
previous review, open the
common comments book, or
add manual comments.

The inspector can also
generate a comment from his
iPad by using voice-to-text.

The inspector
can easily
generate and
attach photos
from his mobile
device while in
the field.

The inspector can
preview and edit the
inspection report prior
to emailing it from the
field.

This report includes an
attached photo taken on site
and the inspector’s comments.

9.1.7 Permit Document Issuance
An unlimited number of permit documents can be created, including permits, placards, Certificates of Occupancy, etc. Inspectors can create documents from the field that are automatically attached to the case, including photos, notices of violation, certificates, or other documentation generated during an inspection. Any of the documents can be generated in the field and emailed using an iPad or other mobile device or printed with a Bluetooth printer.

The implementation manager will work with the City during implementation to build all documents that will be issued from Citizenserve and identify points in the workflows where the documents are generated and the conditions for issuance. We will include the text, graphics, and fields required by the City; we can either replicate existing documents (e.g., a specific Permit), or can use the existing document as a starting point and include changes or improvements. Documents can be designated to be placed on the portal so the applicant can download the documents for review and printing.

9.2 Planning & Zoning
Citizenserve planning & zoning software completely automates the processes associated with application, review, routing, inspections, resubmittals, and public notification. An unlimited number of application types can be created. Citizenserve’s planning & zoning module shares very similar functionality to the permitting module. Applicants can submit applications that include multiple parcels and addresses, attach site plan and other documents, pay application fees, view the status of their applications, provide resubmittals and associated documents, and request inspections through the online portal. Citizenserve tracks the date and time of each plan submission.

We will configure your planning & zoning applications to meet the requirements of the City; below is an example of a drop-down menu configured with specific application types:

Example Planning & Zoning Applications (fully configurable)

Applications are automatically routed to the appropriate reviewers based on your unique workflow routes. Citizenserve’s calendar functions are flexible; workflows can be configured to set different dates in the workflow according to algorithms, while users with the proper security can override these dates if needed. Citizenserve’s user friendly calendars enable staff and supervisors to view individual or consolidated schedules to enable decision making and task prioritization and scheduling. You can track due dates for public notices and legal advertisements based on the hearing dates you select and can create templates for notification of meetings. A dynamic list of meeting dates can be posted on the portal.

Plan reviewers have access to searchable electronic reference materials including code handbooks, GIS layers, and property history. Citizenserve’s review notifications work the same for the Permitting and Planning & Zoning modules; applicants are notified when reviews are completed and can access each reviewer’s comments from the portal. Notification emails can also be configured to include comments, if desired.

You can post any report on the portal to share information with the public. We will work with the City to determine any Planning & Zoning reports that will be placed on the portal, the fields/information they will contain, and any relevant search conditions. Portal reports enable the public to obtain the information they need without staff assistance, such as project lists and meeting schedules.

9.3 Residential Rental Registration
Citizenserve enables landlords and property owners to access the online portal to register rental units, update rental unit information, update tenancy information, submit notices, pay the City’s rental registry fees, and upload any required documents or notices. The staff side of the software enables City staff to manage all business functions related to the City’s Rent Stabilization and Tenant Eviction Ordinance No. 925, including tracking and managing properties and the associated rent and tenancy information, billing, document management, and user management.

The image below shows one configuration of the portal that includes rental registration.

Visitors can learn about rental registration, search for and update an existing rental registration, register rental homes, apply for permits and contractor licenses, and submit code complaints. We can easily tailor the City’s portal to only show the City’s relevant information and services.

Sample Configuration of the Citizenserve Portal
There is enormous flexibility in configuring applications/forms to meet an individual municipality’s needs. We will work with the City during implementation to either replicate or make improvements to existing rental registration applications, vacancy registration forms, “Below Fair Market Increase Request” forms, “Interim Rental Registry” forms, “Tenant Contest” forms, and any other forms that will be submitted from the portal. Applications/forms can be configured to include the required fields, all explanatory and warning text, City-specific graphics and logos, all related contacts, and any other data or information required. Applications/forms can also be configured to indicate the required documents that must be uploaded and whether a signature is required. Custom fields can be added if needed at no charge; all custom fields are available for reporting and metrics.

Landlords can update rental unit and tenancy information from the portal, as well as submit notices and forms. Required fields on the rental registry can be configured as custom fields that are available for update by the landlord from the portal and for reporting. If the City adopts policies and procedures that require additional information to be collected and recorded in the rental registry, Citizenserve Support will add additional custom fields at no charge as part of Citizenserve’s unlimited support.

9.4 Vacant Property Registration
Citizenserve enables property owners to register and securely pay for their vacant properties online from the portal. Vacant Property Registrations can be configured to send out automated renewal notices to vacant property owners.

Below is the public portal for a current Citizenserve customer that manages vacant property registration and reporting through Citizenserve.

Public online portal for current Citizenserve customer that includes vacant property registrations City staff can track vacant property registrations through custom reports. Below is an example of a custom report requested by a Citizenserve customer to track the status and location of vacant properties. We will work with the City to determine the reports the City requires to track and manage their vacant property registrations.

Custom Vacant Property Registration Report

Citizenserve Customer’s Map View of all vacant properties

9.5 Code Enforcement
Citizenserve code enforcement software completely automates the process of routing complaints, opening cases, scheduling inspections, recording violations, generating case forms, and coordinating resolutions. Citizens can enter complaints and check on the status from the online portal. Property ownership, inspection results, photos, notices, violations, and notes become an electronic record of each case. The code enforcement module is part of Citizenserve’s integrated solution, so code violations are visible in other modules such as the permitting and licensing modules, and permit and business licensing information can be accessed from code enforcement files when these modules are configured.

Inspections can be scheduled automatically according to complaint type or can be added manually. Code cases can be assigned to inspectors based upon geographic attributes provided through integration to the Los Angeles County Assessor’s Office ESRI ArcGIS.

We will work with the City to configure business rules in Citizenserve to automatically route complaints to the appropriate department for quick action. We can build violation types to reflect State and City ordinances, and maintenance of violation types is included in our unlimited support. Code cases can be prioritized and escalated.

Citizenserve’s robust case management capabilities enable code enforcement cases to be created with multiple violations, and each violation can be tracked and resolved separately. An unlimited number of people, businesses, and other contact types can be associated with a case, and each person or entity can have a different association with the case. An unlimited number of notice or letter forms can be created; each can be completely customized and can initiate database processes such as fee assessment or file status changes. Code enforcement case processes can take a case from courtesy notice, citation, abatement, to court, fine, lien, payment, and resolution.

As a fully mobile solution, code enforcement inspectors are notified of inspections due and can look up property ownership information; enter their findings from an inspection; add violations; add freeform notes; take and attach photos; generate tickets, notices of violation, or warnings; close violations after verifying the required fix; and schedule re-inspections – all in the field from a tablet or laptop. Enforcement documents and forms can be generated in the field using an iPad or other mobile device and Bluetooth printer.

We will work with the City to determine the reporting required for code cases, including court case packets. Each municipality has individual requirements for the documentation that is acceptable when presenting a code case in court. All the data, documents, photos, and history related to a code case are available for reporting; we will work with the City to configure court reports to include the required information, documents, and attachments.

9.6 Licensing and Contractor Registration
Citizenserve licensing software automates the application, payment, review, and renewal of business, contractor, daycare, school, mobile home park, and other licenses. An unlimited number and type of license applications can be created with an unlimited number of custom fields and one or multiple review or workflow routes. Citizenserve’s integrated nature means that contractors with expired licenses will be flagged in the Permitting module when they try to apply for permits.

Applicants can submit applications, upload copies of required documents, check on the status of applications, securely pay application fees, and download and print their licenses through the Citizenserve online portal. All Citizenserve forms/applications can include dynamic fields, which means a license application can adapt depending upon the answers provided by the applicant. Citizenserve’s notifications feature enables you to configure notifications for your staff when license applications are submitted online.

You can create customizable deficiency checklists based on application types and quickly generate and email Deficiency Notices. License documents can be configured with mandatory or warning conditions. We will work with the City to determine the fees for each license type; applicants can securely pay fees from the portal.

If an inspection is required before issuance, Citizenserve can automatically notify your inspectors of pending applications and required inspections. Inspections for licenses can be requested from the online portal. Upon final approval, you can generate License Certificates and ID cards that can be mailed, emailed, or downloaded from the online portal. An unlimited number of inspection types with custom forms and fields can be set up in Licensing.

When it comes time for renewal, you can create batch email or mail renewal notices quickly.

Custom renewal processes can be created, and renewal letters can direct license holders to the online portal for renewal and secure payment. Citizenserve can be configured to automatically calculate penalties and interest for late renewals. License holders can submit required documentation such as proof of identity and insurance verification through the online portal as part of their license renewals.

9.7 Request Tracking
While the City did not include Request Tracking in their RFP, the module is included with every subscription; we have therefore provided information on this functionality. Citizenserve request tracking software automates the assignment, routing, and fulfillment of your citizens’ service requests. With configurable automatic routing based on request type, appropriate staff are notified and can respond to a citizen’s request immediately. City staff can communicate with

your citizens effectively and efficiently using Citizenserve’s automatic notifications, automated letters, and email templates.

Example Request Submission from the Online Portal

Example of Request Types (fully customizable)

9.8 GIS
Google Maps and all associated functionality (e.g., Google Street View) are built into Citizenserve; Google Maps acts as the viewable map the data is presented on. We have also included secure integration to the Los Angeles County Assessor’s Office ESRI ArcGIS to receive GIS, parcel, address, and other information specified by the City. We are experienced in creating interfaces to our customers’ GIS solutions via secured REST services; standard GIS overlays include zoning districts and parcel layers/maps. Users can turn layers on and off, use the Zoom In/Out tool, and search by any defined attributes. Attributes provided with the GIS data can be used to automate the assignment of inspections and other condition-based actions.

Users can use Citizenserve’s mapping functions from any device to track inspections and other tasks from any module, including Permitting, Planning & Zoning, Licensing, and Code Enforcement. Users can display all tasks assigned to a specific user, filter by types of tasks, filter by type of permit, and filter by the type of inspection or review.

Users can also create permit and planning project applications by searching for addresses from a map, either by entering an address or dropping a pin. Any of the information the City chooses to provide with the GIS integration – parcel ID, address, subdivision, lot number, Historic District, floodplain, etc. – can be configured to populate the application.

Citizenserve Map View of Due and Overdue Tasks

9.9 Reporting and Dashboards
Reporting Capabilities
While Citizenserve has a robust list of standard reports, the majority of customers request custom reports to meet individual business decisions and processes. The Citizenserve implementation manager will provide guidance to the City’s team members on the iterative process of identifying and designing the reports by functional area, including leveraging reporting and best practices from other customers. Each Citizenserve subscription includes the development of an unlimited number of custom reports during the implementation and after launch.

Citizenserve reports can be tabular, maps, and charts. We will work with the City during implementation to identify and develop the required reports; post go live the City’s subscription includes the development of an unlimited number of additional custom reports.

The average turnaround time for Support to provide a custom report is less than one day.

Citizenserve reports are rendered in HTML and the software has built-in features to interactively display data. HTML can be used within the reports; for example, a link to a GIS or a graphic displaying status can be included within a report. The reports are interactive; a click on a map report will show the underlying tabular information and provide a link to the underlying file, such as a permit. Citizenserve also supports merge reports where the information from the report is merged with a template letter or email; merge reports can save a copy of the letters generated to the respective files. Tabular reports can be exported to CSV/Excel format for input into other systems. Any report can be saved as a PDF for archiving.

Reports can also be used to create special features, such as a property zoning lookup. Reports can perform processing, such as a report that generates invoice statements, late fees, or penalties, and can be added to the file. All reports can be put on the online portal for public use, and reports can be placed anywhere on the portal pages. Reports can be emailed to a specific distribution on pre-defined schedules.

There is a built-in end-user reporting wizard in Citizenserve that allows non-technical users to design their own reports and, if desired, share the reports with others. The reporting tool allows users to report on any fields in the database. End users can create their own tabular, map, chart, and merge reports and do not require knowledge of SSRS or Crystal Reports.

Below is an example Permits Issued map report from Citizenserve:

Sample Citizenserve Map Report
Citizenserve has a robust offering of standard reports. Don’t see the report you need? You can create your own report with Citizenserve’s reporting wizard, or have a custom report developed for you by a Citizenserve Support team member in less than a day.

Citizenserve Standard Reports (page 1) Citizenserve Standard Reports (page 2) User/Role-Based Dashboards
Citizenserve provides multiple dashboards to enable your users to quickly obtain the information they need. Dashboards are very easy to configure and change by simply selecting the desired metrics from a list of available metrics, or Citizenserve will create any custom metric containing the data a user requests as part of our unlimited support. Four types of metrics are available: chart, report, single, and trend metrics.

We have provided one example of a dashboard below for Lucas Andrews, a code enforcement supervisor. Lucas can filter tasks by due date or status, view and open a list of tasks assigned to him, and toggle to see metrics on completed code inspections (first figure). As a supervisor, Lucas also has access to a list of unassigned tasks, with color used to show different task statuses such as overdue (second figure). The items in blue indicate the availability of drill down information for each item.

Sample Citizenserve Dashboard for a Code Enforcement Supervisor (top of dashboard)

Sample Citizenserve Dashboard for a Code Enforcement Supervisor (bottom of dashboard)

Clicking on one of the tasks in his task list opens the relevant code case and activity information:

Code Case Re-Inspection Assigned to Lucas Andrews
User dashboards are flexible and can be configured to meet the specific needs of individual users filling different roles; for example, a development review team member can configure their dashboard with information relevant to their role, while a code enforcement officer can configure their dashboard with entirely different information.

Each user can add metrics and configure their individual dashboard to display the metrics of interest, and it’s easy to request custom metrics from Citizenserve’s Support Center, at no additional charge. For example, a map report can be added to a user’s dashboard that enables filtering for all permit types.

Each User Can Add Metrics to Individual Dashboards

Each User Can Configure Individual Dashboards

9.10 Mobile Access
Citizenserve is fully functional in the field: there is no distinction between desktop or mobile device users, and your users do not need to install an app. Citizenserve uses a device and browser independent architecture. There is no software required on the local desktop or device, and no separate subscription to access Citizenserve from the field. All Citizenserve

forms use a responsive design, which means the forms morph into the available form factor, automatically resizing to fit the user’s device.

Activities that can occur from the field include:

Inspections. For inspections required for permits and licenses, an inspector can receive an inspection request while in the field using a tablet, laptop, or other mobile device; complete the inspection while onsite; fill out the inspection form; and generate an inspection report for emailing from the field or mailing when back in the office. Inspectors can look up property ownership information, add violations, take and attach photos, generate tickets or notices of violation, and schedule re-inspections – all in the field from a mobile device. Citizenserve’s security rules apply to inspections and can be configured to prevent unauthorized persons from signing off on an inspection. Data entered in the field is immediately available to staff in the office, and vice versa.

Code Enforcement. Code inspectors are notified of inspections due and can look up property ownership information, add violations, take and attach photos, generate tickets or notices of violation, and schedule re-inspections while in the field from a tablet or laptop. Data entered in the field is immediately available to staff in the office, and vice versa. Enforcement documents can be generated in the field using an iPad or other mobile device and Bluetooth printer.

Online Portal. Citizens, contractors, license holders, and other constituents can access the full functionality of the online portal from any mobile device. Constituents can submit applications, check on status, securely pay fees, request inspections, and all other portal functionality from their mobile devices. Portal updates are immediately available to staff in the office.

Full Staff Use of Citizenserve. Today’s mobile workforce means that staff are not always working from the office. The full functionality of Citizenserve is available from any device, including any mobile device. Staff who are on-the-go can access and use Citizenserve’s full capabilities from iPads, Android devices, laptops, and mobile phones. All Citizenserve forms use a responsive design, which means the forms morph into the available form factor, automatically resizing to fit the user’s device. Data entered from a mobile device is immediately available to staff in the office, and vice versa – no synching required.

9.11 Document Repository
Citizenserve has a flexible document repository and includes unlimited document storage at no charge. Documents and images can be opened from any device, including from mobile devices in the field. Documents are date and time stamped. Citizenserve accepts large file attachments; we recognize that some plan documents are greater than 500 MB in size.