1602 Village Market Blvd SE, Suite 320
Leesburg, VA20175 USA
Cage Code: 7QV38
UEI Number Y7D5MXRU2839
DUNS# 080431574
Federal Tax ID: 81-3911287
Business Size: Small Business
Date: 2/19/2026, 12:48 PM
Phone: 571 707-4130
Fax: 571-291-4119
Email: [email protected]
Vertosoft Contact: Carly Moore
Phone: (540) 998-8361
Email: [email protected]
Vertosoft Quote for OpenGov - City of Fullerton, CA
Contract: Sourcewell: 060624-VTO
Quote #: Q-19265
Expires On: 03/28/2026
Ship To
City of Fullerton, CA
Marcelo Rivas
[email protected]
Quote For:
Name:
Company:
City of Fullerton, CA
Email:
Phone:
PAYMENT TERMS DELIVERY METHOD PAYMENT METHOD VERTOSOFT CUST ID SUPPLIER REF Net 30 Electronic Check/ACH/Credit Card
Overall POP Start Date: 3/30/2026
Overall POP End Date: 3/29/2029
Term 1 3/30/2026 - 3/29/2027
PART # DESCRIPTION QTY UNIT PRICE EXTENDED
OG-TWAQ-B200300M-
AR-3Y
Asset Management - Between $200-300 Million - 3Y 1.00 $23,145.00 $23,145.00
OG-TWAW-
B200300M-AR-3Y
Facilities Domain - Between $200-300 Million - 3Y 1.00 $17,854.00 $17,854.00 OG-TWHT-B200300M-
AR-3Y
OpenGov 311 - Between $200-300 Million - 3Y 1.00 $25,000.00 $25,000.00 OG-TWAY-B200300M-
AR-3Y
Parks & Recreation Domain - Between $200-300 Million - 3Y 1.00 $16,532.00 $16,532.00 OG-TWBB-B200300M-
AR-3Y
Stormwater Domain - Between $200-300 Million - 3Y 1.00 $15,114.00 $15,114.00
PART # DESCRIPTION QTY UNIT PRICE EXTENDED
OG-TWBC-B200300M-
AR-3Y
Transportation Domain - Between $200-300 Million - 3Y 1.00 $17,854.00 $17,854.00 OG-TWAZ-B200300M-
AR-3Y
Wastewater Collection - Between $200-300 Million - 3Y 1.00 $16,532.00 $16,532.00 OG-TWBF-B200300M-
AR-3Y
Water Distribution Domain - Between $200-300 Million - 3Y 1.00 $16,532.00 $16,532.00 OG-TWBG-B200300M-
AR-3Y
Water Treatment Domain - Between $200-300 Million - 3Y 1.00 $15,114.00 $15,114.00 OG-PSBG-B200300M-
OT-0Y
Professional Services Deployment - Prepaid - Between $200-300 Million - 0Y
854.00 $215.05 $183,652.70
Term 1 TOTAL: $347,329.70
Billed as incurred and not to exceed
PART # DESCRIPTION QTY UNIT PRICE EXTENDED
OG-Travel-Expense-
Reimb
OpenGov - designed for reimbursable travel expenditures. **Estimate expense
16,800.00 $1.00 $16,800.00
Billed as incurred and not to exceed TOTAL: $16,800.00
Term 2 3/30/2027 - 3/29/2028
PART # DESCRIPTION QTY UNIT PRICE EXTENDED
OG-TWAQ-B200300M-
AR-3Y
Asset Management - Between $200-300 Million - 3Y 1.00 $24,302.25 $24,302.25
OG-TWAW-
B200300M-AR-3Y
Facilities Domain - Between $200-300 Million - 3Y 1.00 $18,746.70 $18,746.70 OG-TWHT-B200300M-
AR-3Y
OpenGov 311 - Between $200-300 Million - 3Y 1.00 $26,250.00 $26,250.00 OG-TWAY-B200300M-
AR-3Y
Parks & Recreation Domain - Between $200-300 Million - 3Y 1.00 $17,358.60 $17,358.60 OG-TWBB-B200300M-
AR-3Y
Stormwater Domain - Between $200-300 Million - 3Y 1.00 $15,869.70 $15,869.70 OG-TWBC-B200300M-
AR-3Y
Transportation Domain - Between $200-300 Million - 3Y 1.00 $18,746.70 $18,746.70 OG-TWAZ-B200300M-
AR-3Y
Wastewater Collection - Between $200-300 Million - 3Y 1.00 $17,358.60 $17,358.60 OG-TWBF-B200300M-
AR-3Y
Water Distribution Domain - Between $200-300 Million - 3Y 1.00 $17,358.60 $17,358.60 OG-TWBG-B200300M-
AR-3Y
Water Treatment Domain - Between $200-300 Million - 3Y 1.00 $15,869.70 $15,869.70 Term 2 TOTAL: $171,860.85
Term 3 3/30/2028 - 3/29/2029
PART # DESCRIPTION QTY UNIT PRICE EXTENDED
OG-TWAQ-B200300M-
AR-3Y
Asset Management - Between $200-300 Million - 3Y 1.00 $25,517.37 $25,517.37
OG-TWAW-
B200300M-AR-3Y
Facilities Domain - Between $200-300 Million - 3Y 1.00 $19,684.03 $19,684.03 OG-TWHT-B200300M-
AR-3Y
OpenGov 311 - Between $200-300 Million - 3Y 1.00 $27,562.49 $27,562.49 OG-TWAY-B200300M-
AR-3Y
Parks & Recreation Domain - Between $200-300 Million - 3Y 1.00 $18,226.53 $18,226.53 OG-TWBB-B200300M-
AR-3Y
Stormwater Domain - Between $200-300 Million - 3Y 1.00 $16,663.18 $16,663.18 OG-TWBC-B200300M-
AR-3Y
Transportation Domain - Between $200-300 Million - 3Y 1.00 $19,684.03 $19,684.03 OG-TWAZ-B200300M-
AR-3Y
Wastewater Collection - Between $200-300 Million - 3Y 1.00 $18,226.53 $18,226.53 OG-TWBF-B200300M-
AR-3Y
Water Distribution Domain - Between $200-300 Million - 3Y 1.00 $18,226.53 $18,226.53 OG-TWBG-B200300M-
AR-3Y
Water Treatment Domain - Between $200-300 Million - 3Y 1.00 $16,663.18 $16,663.18 Term 3 TOTAL: $180,453.87
Annual invoices will be delivered by the start of each consecutive annual period. Payment of invoices shall be annually in advance. Any Professional Services shall be performed pursuant to the attached Statement of Work, if any Quote Terms
By purchasing the products and services described in this order form, the Customer is expressly agreeing to the End User Agreement published at https://www.vertosoft.com/terms-and-conditions-opengov Taxes: Sales tax shall be added at the time of an invoice, unless a copy of a valid tax exemption or resale certificate is provided.
Credit Card Orders: Additional fees may apply if paying by credit card.
All Purchase Orders must include: End User Name, Phone Number, Email Address, Purchase Order Number, Government Contract Number or Our Quote Number, Bill-To and Ship-To Address (Cannot ship to a PO Box), Period of Performance (if applicable), and a Signature of a duly Authorized Representative.
Page
3 of 3
Statement of Work City of Fullerton, CA
Creation Date: 02/05/2026 SoW Expiration Date: 05/05/2026 Document Number: PS-11026.1 Created by: Brittany Worthy
PS-11026.1 1
Table of Contents OpenGov Statement of Work 3 1. Project Scope and Understanding 3 2. Exhibits 3 3. OpenGov Responsibilities 3 4. Customer Responsibilities 3 5. Project Delivery 4 6. Estimated Schedule 4 7. Acceptance Procedure 4 8. Modifications 5 9. Communication and Escalation Procedure 5 Exhibit 1: Implementation Activities 6 OpenGov Implementation Methodology Overview 6 Enterprise Asset Management 6 Initiate 7 Validate 7 Configure 7 Train 9 Launch 14 311 Request Management 14 Initiate 14 Validate 15 Configure 15 Train 19 Launch 20 Exhibit 2: Technical Requirements 20 Government App Builder Technical Requirements 20 PS-11026.1 2
OpenGov Statement of Work
1. Project Scope and Understanding This Statement of Work (“SOW”) outlines the Professional Services OpenGov will provide
to
City
of
Fullerton,
CA
(“Customer”)
under
the
applicable
Order
Form.
Professional
Services
or
technical
requirements
not
listed
in
this
SOW
are
out
of
scope.
2. Exhibits The following exhibits are incorporated by reference and are part of this SOW: 2.1. Exhibit 1: Implementation Activities 2.1.1. Enterprise Asset Management (EAM) 2.1.2. Government App Builder 2.2. Exhibit 2: Technical Requirements 2.2.1. Government App Builder 3. OpenGov Responsibilities OpenGov will provide a framework for planning, communication, progress tracking, and
coordination
for
activities
in
Exhibit
1. In
collaboration
with
Customer,
OpenGov
will
develop
and
maintain
the
Project
Plan.
The
“Project
Plan”
is
a
detailed,
living
document
that
defines
how
the
project
will
be
executed,
including
tasks,
timelines,
milestones,
and
team
assignments.
OpenGov
will
monitor
progress
against
the
Project
Plan,
coordinate
adjustments
to
tasks
and
schedules
as
needed,
and
conduct
status
meetings
as
agreed
to
by
the
parties.
OpenGov
will
provide
weekly
status
reports,
a
Project
Charter,
and
a
RAID
register
(Risks,
Actions,
Issues,
and
Decisions).
The
“Project
Charter”
is
a
high-level
document
outlining
the
project’s
purpose,
goals,
key
stakeholders,
success
criteria,
and
major
milestones.
4. Customer Responsibilities The Customer will appoint a primary point of contact with authority to make binding decisions
(“Customer’s
Project
Manager”).
This
person
will
coordinate
internal
resources,
assign
subject
matter
experts
(“SMEs”),
and
oversee
implementation.
Responsibilities
include
attending
status
meetings,
making
timely
decisions,
providing
requested
information,
escalating
issues
internally,
and
collaborating
on
the
Project
Plan
and
Change
Order
process,
if
applicable.
Customer acknowledges that the success of this project is contingent on its full participation.
Customer
must
provide
data
within
ten
(10)
business
days
of
a
request,
maintain
consistent
data
formats
and
access
throughout
the
project,
and
allocate
the
necessary
Customer
resources
and
time
to
support
deliverables
and
meet
agreed-upon
timelines.
PS-11026.1 3
Any failure by Customer to meet its responsibilities under this SOW (each, a “Customer
Delay”)
will
automatically
suspend
the
affected
obligations
of
OpenGov
for
the
duration
of
the
Customer
Delay
and
for
a
reasonable
restart
period
thereafter.
All
affected
milestones,
delivery
dates,
and
service-level
commitments
will
be
extended
on
a
day-for-day
basis
(or
as
otherwise
reasonably
necessary)
to
account
for
the
Customer
Delay,
and
may
result
in
an
adjustment
of
the
fees
if
OpenGov
incurs
additional
time,
materials,
or
other
costs
as
a
result.
Under
no
circumstances
will
any
consequence
of
a
Customer
Delay
constitute
a
breach
by
OpenGov
of
this
SOW
or
of
the
Agreement,
nor
will
OpenGov
be
liable
for
any
failure
to
meet
a
performance
obligation
that
is
caused,
in
whole
or
in
part,
by
a
Customer
Delay.
5. Project Delivery OpenGov will perform services under this SOW remotely and provide up to three (3) onsite
trips
for
project-related
activities.
Customer
will
provide
a
suitable
workspace,
including
a
conference
room
with
attendee
capacity,
non-public
Wi-Fi,
and
AV
equipment.
Travel
expenses
are
estimated
not
to
exceed
$16,800.
OpenGov
may
use
a
combination
of
OpenGov
personnel
and
OpenGov-trained
implementation
partners
to
deliver
the
services
described
in
this
SOW.
6. Estimated Schedule The estimated duration of this work is twelve (12) months. The specific timeline, including
order
of
delivery
of
the
product(s),
will
be
determined
during
the
project
planning
activities
in
the
Initiate
Phase.
Services
are
estimated
to
begin
within
two
(2)
weeks
and
no
later
than
four
(4)
weeks
from
contract
signature.
OpenGov
reserves
the
right
to
adjust
the
schedule
based
on
the
availability
of
Customer
or
OpenGov
resources,
and
the
timeliness
of
deliverables
provided
by
the
Customer.
7. Acceptance Procedure OpenGov will submit completed deliverables to the Customer’s Project Manager for review.
Within
five
(5)
business
days
of
receipt,
the
Customer’s
Project
Manager
will
either
provide
written
acceptance
or
a
list
of
requested
revisions.
In
the
event
there
are
requested
revisions,
the
subsequent
review
period
for
acceptance
will
follow
the
same
timeline
until
final
acceptance.
If
Customer
does
not
respond
within
this
period,
the
deliverable
will
be
deemed
accepted.
Once
a
deliverable
is
accepted,
any
requested
changes
will
require
a
paid
Change
Order.
Acceptance milestones and review timelines will be tracked in the Project Plan.
Both
parties
acknowledge
that
delays
in
task
completion
or
unresolved
issues
may
impact
the
project
timeline.
If
OpenGov
determines
in
good
faith
that
Customer
is
PS-11026.1 4
not fulfilling its responsibilities under this SOW, OpenGov may place services on hold
following
a
minimum
of
five
(5)
business
days’
written
notice.
The
notice
will
specify
the
actions
needed
to
progress
the
project.
During
the
hold
period,
OpenGov
may
reallocate
resources
without
penalty
and
will
not
be
responsible
for
resulting
delays.
8. Modifications The fees and estimated timeline are based on the scope and assumptions in this SOW.
If
either
party
determines
that
a
change
to
the
scope
is
necessary,
the
parties
will
collaborate
to
define
the
required
modification,
which
may
result
in
fee
adjustments
based
on
OpenGov’s
standard
rates.
All
modifications
must
be
documented
in
a
written
Change
Order
and
signed
by
both
parties
(“Change
Order”)
.
Examples
of
changes
include
revisions
to
the
project
timeline,
deliverables,
or
resource
allocation.
9. Communication and Escalation Procedure OpenGov and Customer agree to maintain regular communication in alignment with the
Project
Plan
to
ensure
progress,
resolve
questions
promptly,
and
minimize
risk.
Both
parties
will
raise
any
issues
or
concerns
in
a
timely
manner.
If
challenges
are
not
resolved
through
standard
project
discussions,
Customer
and
OpenGov
Project
Managers
will
escalate
to
their
respective
executive
leadership
teams
to
jointly
determine
a
resolution
and
align
on
a
path
to
successful
implementation.
PS-11026.1 5
Exhibit 1: Implementation Activities OpenGov Implementation Methodology Overview Every OpenGov implementation follows a five-phase hybrid methodology designed to ensure a structured
and
collaborative
deployment.
The
phases
are:
1. Initiate – OpenGov provisions access and performs initial system setup. 2. Validate – OpenGov works with the Customer to confirm requirements and review initial configurations.
3. Configure – OpenGov completes system configuration as outlined in this SOW. 4. Train – OpenGov provides training to system administrators and/or end users, as applicable. 5. Launch – OpenGov provides post-go-live support and transitions the Customer to OpenGov’s
Customer
Success
Team.
Each implementation is structured around these phases. Deliverables, sign-offs, and completion criteria
are
aligned
to
the
relevant
phase.
Enterprise Asset Management Use Cases Build for Enterprise Asset Management: ● Transportation ● Parks and Rec ● Facilities ● Stormwater ● Water Distribution ● Water Treatment ● Wastewater Collection / Sanitary Sewer PS-11026.1 6
Initiate
OpenGov will: ● Setup a hosted sandbox and a hosted production OpenGov Asset Management environment,
if
one
does
not
already
exist
● Conduct one (1) remote session to review customer assets (see asset section below),
source
data,
GIS
capabilities,
Esri
authentication,
and
single
sign
on
identity
provider
(if
applicable).
OpenGov Assumptions: ● OpenGov assumes that the customer is responsible for performing quality control measures on
its
data
in
EAM.
Completion Criteria: ● The project kicked off with an initial project timeline delivered.
Validate
OpenGov will: ● Provide a three-day (3-day) onsite validation workshop to increase our understanding
of
Customer
business
and
functional
goals.
Through
workshops
and
interviews,
OpenGov
will
identify
best
fit
scenarios
for
OpenGov
Asset
Management
and
provide
a
brief
including
any
challenges
as
well
as
recommendations
for
OpenGov
Asset
Management
best
practices
relevant
to
Customer
implementation.
● Provide a template file to be utilized by Customer staff to populate resources, libraries,
and
users/roles
data
that
OpenGov
will
import
into
OpenGov
Enterprise
Asset
Management.
● Provide up to two (2) remote sessions for Customer technical GIS staff to configure Esri
Feature
Services
for
the
bidirectional
GIS
integration
and
authentication.
Completion Criteria: ● Completion of validation workshop.
Configure
Configurations
OpenGov will: ● Provide configuration services, including: o Up to ten (10) custom fields and up to two (2) custom layouts per asset type listed
in
the
Assets
section
below
o Up to thirty (30) custom fields and up to ten (10) custom layouts to be utilized in
any
of
the
shared
areas
of
the
system,
such
as
Tasks
o Up to twenty (20) automations o Up to twenty (20) preventative maintenance plans PS-11026.1 7
● Provide up to seven (7) sessions of configuration review to ensure configurations resulting
from
the
validation
workshop
effectively
support
all
workflows
and
processes
discussed,
and
to
reinforce
such
configurations
with
customer
stakeholders
to
adequately
prepare
to
train-the-trainer
training.
OpenGov Assumptions: ● Implementation of any custom modification developed by OpenGov; your internal staff; or any
third-party
is
not
included
in
the
scope
of
this
project
unless
specifically
listed
above.
Data Services OpenGov will: ● Provide one sandbox and one production data load service through standard import/export
functionality.
OpenGov
will
provide
template
documents
for
data
population.
Once
populated
by
Customer
staff,
OpenGov
will
load
the
data
into
Customer
sandbox
or
production
OpenGov
Asset
Management
environment.
Data
loads
may
include
data
such
as:
o Parent level asset records o Asset location (spatial x/y) attributes o Parent level resource (Labor, Equipment Material, Vendor) records o Resource Rate (Labor, Equipment, Material) records o Standard system libraries OpenGov Assumptions: ● OpenGov assumes that the customer is responsible for performing quality control measures on
its
data
in
EAM.
● Data conversion services from other software system(s) or sources (including Navigator databases)
are
not
included
in
the
scope
of
this
project
unless
specifically
listed
above.
Assets
OpenGov will:
● Provide installation and training on the following asset types: o Transportation (8) ▪ Bridge; Light Fixture; Pavement; Sign; Guardrail; Marking; Pavement Area;
Support
o Parks and Recreation (10) ▪ Athletic Space; Fence; Park; Park Structure; Playground Equipment; Bench;
Landscape
Area;
Park
Amenity;
Playground;
Tree
o Facilities (25) ▪ Facility; Other Site Construction; Selective Building Demolition; Site Improvement;
Site
Preparation; Facility
Floor;
Basement
Construction; Conveying; Exterior
Enclosures; Facility
Electrical; Facility
Equipment; Fire
Protection; Foundations; Furnishings; HVAC; Interior
Construction; Interior
Finishes; Plumbing;
Roofing; Site
PS-11026.1 8
Electrical Utilities; Site Mechanical Utilities; Spaces; Special Construction; Stairs; Superstructure
o Stormwater (9) ▪ Storm Basin; Storm Channel; Storm Culvert; Storm Facility; Storm Inlet;
Storm
Manhole;
Storm
Outlet;
Storm
Pipe;
Storm
Pump
o Water Distribution (9) ▪ Water Backflow; Water Facility; Water Hydrant; Water Lateral; Water Main;
Water
Meter;
Water
Pump;
Water
Valve;
Water
Storage
Tank
o Water Treatment Plant (34) ▪ Water Treatment Plant; Water Treatment Plant Blowers; Water Treatment
Plant
Compressors;
Water
Treatment
Plant
Electrical
Generator;
Water
Treatment
Plant
Facility;
Water
Treatment
Plant
HVAC
Equipment;
Water
Treatment
Plant
Instrumentation;
Water
Treatment
Plant
Motors;
Water
Treatment
Plant
Processes;
Water
Treatment
Plant
Pump;
Water
Treatment
Plant
Screens;
Water
Treatment
Plant
Structure;
Water
Treatment
Plant
UV;
Water
Treatment
Plant
Valves;
Water
Treatment
Plant
Floor;
Basement
Construction;
Conveying;
Exterior
Enclosures;
Facility
Electrical;
Facility
Equipment;
Fire
Protection;
Foundations;
Furnishings;
Interior
Construction;
Interior
Finishes;
Plumbing;
Roofing;
Site
Mechanical
Issues;
Special
Construction;
Stairs;
Superstructure;
Selective
Building
Demolition;
Site
Preparation;
Site
Improvement;
Other
Site
Construction
o Wastewater Collection / Sanitary Sewer (7) ▪ Sewer Cleanout; Sewer Facility; Sewer Force Main; Sewer Lateral; Sewer
Main;
Sewer
Manhole;
Sewer
Pump
o Up to three (3) Custom Asset Type(s) to be determined during Validation Workshop.
Completion Criteria: ● Customer sign-off on ability to login and access to the sandbox.
Train
Foundational Training
● Provide remote train-the-trainer training, up to two (2) hours, on overall system navigation
and
functionality
to
help
familiarize
Customer
staff
with
the
software
environment
and
its
common
functions.
Training
topics
include:
o Dashboards o Standard KPI/ROI Gadgets o Logins/Permission o Layers o Filters o Maps PS-11026.1 9
o Grids o System Navigation o Views (List & Detail) o Standard Reports o Attachments o Requests, Work, Assets, Resources, Reports, and Administrator Tabs OpenGov assumptions: ● OpenGov assumes that the customer is responsible for testing its workflows, automations, integrations,
and
configurations
within
the
EAM
and
will
update
the
configurations
as
part
of
its
testing
and
training
activities.
Train the Trainer Training Event
● Provide a three-day (3-day) onsite "train-the-trainer" training event. The training agenda
will
be
defined
and
agreed
upon
by
both
OpenGov
and
Customer
project
manager.
To
avoid
redundancy,
and
to
utilize
service
time
efficiently,
training
may
cover
a
subset
of
the
assets
listed
in
the
Asset
section
of
the
scope.
Topics
may
include
any
of
the
following:
o Request Management: ▪ Requests ▪ Requesters ▪ Task Creation from Requests ▪ Issue library (including settings such as Applies to Asset and Non-Location)
▪ OpenGov recommended best practices for Request and Requester Management
o Work Management: ▪ Create Task(s) (Asset/Non-Asset) ▪ Assignments (Add, Edit, Remove) ▪ Task Menu Actions ▪ Related Work Items ▪ Create Work Order ▪ Associate Task to Work Order ▪ Repeat Work Orders ▪ Work Order Menu Actions ▪ Enter Resources ▪ Timesheets ▪ Activity library (including settings such as Applies to Asset, Inspection,
Key
Dates,
Cost,
and
Productivity)
▪ OpenGov recommended best practices for Work Management o Asset Management: ▪ Asset Details ▪ Preventative Maintenance Plans ▪ Inspections ▪ Linked assets (if applicable) ▪ Container/Component Relationships (if applicable) ▪ OpenGov recommended best practices for Asset Management PS-11026.1 10
o Resource Management: ▪ Resource Details ▪ Labor/Equipment Rates ▪ Material Management (Stock, Usage, Adjustments) ▪ Vendor Price Quotes ▪ OpenGov recommended best practices for Resource Management o OpenGov Mobile: ▪ Overall system functionality (Navigation, Interface, Maps, Attachments,
Sorting)
▪ Work Management ● Create and Update Tasks (Asset/Non-Asset) ● Assign Tasks ● Enter Resources ● Inspections ▪ Asset Management ● Create and Update Assets ▪ Request Management ● View and Update Requests ● View Requester information ● Create Task from Request ▪ OpenGov recommended best practices for mobile device use o Administrator: ▪ Administrator: ● User Administration, Role Administration, Asset Administration, Record
Filter
Administration,
Import/Export,
Scheduled
Process
Log,
Error
Log
▪ Settings: ● System Settings, Map Administration, Geocode Settings, GIS Integration
settings,
Asset
Color
Manager
▪ Manager: ● Layout Manager, Library Manager, Preventative Maintenance, Asset Condition
Manager,
Notification
Manager,
Structure
Manager,
Automation
Manager
End User Training Event
● Provide a three-day (3-day) onsite end user training event. The training agenda will be
defined
and
agreed
upon
by
both
OpenGov
and
Customer
project
manager.
To
avoid
redundancy,
and
to
utilize
service
time
efficiently,
training
may
cover
a
subset
of
the
assets
listed
in
the
Asset
section
of
the
scope.
Topics
may
include
any
of
the
following:
o Request Management: ▪ Requests ▪ Requesters ▪ Task Creation from Requests ▪ Issue library (including settings such as Applies to Asset and Non-Location)
PS-11026.1 11
▪ OpenGov recommended best practices for Request and Requester Management
o Work Management: ▪ Create Task(s) (Asset/Non-Asset) ▪ Assignments (Add, Edit, Remove) ▪ Task Menu Actions ▪ Related Work Items ▪ Create Work Order ▪ Associate Task to Work Order ▪ Repeat Work Orders ▪ Work Order Menu Actions ▪ Enter Resources ▪ Timesheets ▪ Activity library (including settings such as Applies to Asset, Inspection,
Key
Dates,
Cost,
and
Productivity)
▪ OpenGov recommended best practices for Work Management o Asset Management: ▪ Asset Details ▪ Preventative Maintenance Plans ▪ Inspections ▪ Linked assets (if applicable) ▪ Container/Component Relationships (if applicable) ▪ OpenGov recommended best practices for Asset Management o Resource Management: ▪ Resource Details ▪ Labor/Equipment Rates ▪ Material Management (Stock, Usage, Adjustments) ▪ Vendor Price Quotes ▪ OpenGov recommended best practices for Resource Management o OpenGov Mobile: ▪ Overall system functionality (Navigation, Interface, Maps, Attachments,
Sorting)
▪ Work Management ● Create and Update Tasks (Asset/Non-Asset) ● Assign Tasks ● Enter Resources ● Inspections ▪ Asset Management ● Create and Update Assets ▪ Request Management ● View and Update Requests ● View Requester information ● Create Task from Request ▪ OpenGov recommended best practices for mobile device use o Administrator: ▪ Administrator:
PS-11026.1 12
● User Administration, Role Administration, Asset Administration, Record
Filter
Administration,
Import/Export,
Scheduled
Process
Log,
Error
Log
▪ Settings: ● System Settings, Map Administration, Geocode Settings, GIS Integration
settings,
Asset
Color
Manager
▪ Manager: ● Layout Manager, Library Manager, Preventative Maintenance, Asset Condition
Manager,
Notification
Manager,
Structure
Manager,
Automation
Manager
Core Training:
● Provide remote train-the-trainer training, up to two (2) sessions on OpenGov Asset Builder.
Training
topics
include:
o OpenGov Asset Management Administrator ▪ Structure Manager ▪ Library Manager ▪ Layout Manager ▪ User/Role Configurations o OpenGov recommended best practices for expanding the system’s use and/or
building
assets
● Provide Preventative Maintenance Plans remote train-the-trainer training, up to four
(4)
sessions.
Training
topics
include:
o Preventative Maintenance o OpenGov recommended best practices for proactive asset management ● Provide Advanced Inspections, Asset Condition Manager, and Asset Risk remote train-the-trainer
training,
up
to
six
(6)
sessions.
Training
topics
include:
o Performance Management ▪ Prediction Groups ▪ Minimum Condition Groups ▪ Activities and Impacts ▪ Criticality Factor ▪ Install/Replaced Dates o Business Risk Exposure ▪ Risk ▪ Consequence of Failure ▪ Probability of Failure o OpenGov recommended best practices for Asset Risk Functionality , advanced
inspections
and
condition
management
● Provide Internal Request remote train-the-trainer training, up to two (2) sessions.
Training
topics
include:
o Internal Requests ▪ Users ▪ Views
PS-11026.1 13
▪ Issue Library settings and management o OpenGov recommended best practices for advanced request management ● Provide Advanced Material Management and Material Planning remote train-the-trainer
training,
up
to
eight
(8)
sessions.
Training
topics
include:
● Material Locations ● Material Transfers ● Material Orders ● Settings: o Vendor Price Quotes o Re-order points ● Material Planning o Status Default o Workflow Setup o Notifications ● OpenGov recommended best practices for advanced material management and
Material
Planning.
Completion Criteria ● Core Training and train-the-trainer has been conducted.
Launch
OpenGov will: ● Provide remote, up to eight (8) hours, web conferences, of working sessions to answer any questions
following
solution
acceptance.
Completion Criteria: ● Go Live Support has been conducted. 311 Request Management
Initiate OpenGov will: ● Conduct a project kickoff to align goals, roles, scope, and approach. ● Provision Government App Builder environment; configure initial roles ● Run discovery/working sessions to confirm high ‑ level requirements across channels (web, and
mobile
‑
browser).
● Create initial configuration backlog in shared workspace Customer will: ● Identify stakeholders; ensure attendance at kickoff and working sessions.
PS-11026.1 14
● Confirm environment access and user roles. ● Provide process documentation (current service catalog, scripts, categories), reporting
examples,
and
regulatory/retention
requirements.
● Review and approve initial configuration backlog and project schedule.
Assumptions: ● OpenGov will use standard templates and intake patterns unless otherwise agreed in
writing.
● Branding and content style guides provided by Customer (if applicable) Completion Criteria: ● Kickoff completed with documented actions. ● Access confirmed for core users. ● Initial backlog and plan approved. ● Shared workspace established.
Validate
OpenGov will: ● Facilitate validation workshop to confirm requirements, dependencies, and acceptance
criteria
across
intake
channels,
routing
rules,
SLAs,
and
reporting.
● Present refined backlog, timeline, and resource plan for sign ‑ off. ● Validate user access, permissions, and environment readiness. ● Update artifacts based on feedback prior to configuration. Customer will: ● Attend validation with decision ‑ makers and SMEs (call center, departmental responders,
IT/GIS).
● Confirm access to needed systems and tools (GIS, work order/asset mgmt, ERP/finance,
SSO,
legacy
data).
● Review and sign off on backlog and plan. ● Resolve internal dependencies that could block configuration. Assumptions: ● Any additional requirements identified will be assessed for scope and schedule impact. Completion Criteria: ● Customer sign ‑ off on plan and backlog. ● Access validated. ● No outstanding blockers to start Configure. ● Readiness checkpoint logged in project documentation.
Configure
Service Catalog
PS-11026.1 15
OpenGov will: ● Define catalog taxonomy and metadata; configure categories, subcategories, and article
templates
● Provide enablement on ongoing content governance. Customer will: ● Supply existing catalog lists and knowledge content; designate content owners ● Review layouts and content structure; approve final catalog and initial article set. Assumptions: ● Content writing and localization are Customer responsibilities unless otherwise contracted.
● External website CMS updates (outside of the 311 portal) are out of scope. Completion Criteria: ● Service catalog configured and linked to intake workflows. ● Initial knowledge base articles published. ● Governance approach documented.
Service Request Intake & Form (Web & Browser Accessible Mobile) OpenGov will: ● Configure up to five (5) request types including: data tables, fields, validations, conditional
logic,
attachments,
and
layouts.
● Implement address capture and geocoding using standard capabilities and/or GIS integration
when
in
scope.
● Conduct review sessions and iterate to finalize. Customer will: ● Provide field ‑ level requirements, current scripts, categories, and mandatory data elements.
● Participate in reviews; provide consolidated feedback. ● Validate permissions, logic, and layouts for internal and resident users ● Approve final configurations. Assumptions: ● Designs leverage standard form capabilities and controls; custom web or native mobile
apps
are
out
of
scope
unless
explicitly
stated
● Public site branding assets provided by Customer. Completion Criteria: ● Forms/tables configured and tested ● Address capture/geocoding validated (if in scope). ● Required data capture confirmed ● Customer approval received.
PS-11026.1 16
Workflow, Triage & Routing OpenGov will: ● Configure routing rules, ownership groups, task states, reassignment, and collaboration
steps.
● Implement prioritization logic and triage forms. ● Document workflows and test with Customer. Customer will: ● Provide current process maps, ownership matrices, and escalation criteria. ● Participate in testing and refinement; approve final logic. Assumptions: ● Automation will use standard workflow options; custom code is out of scope unless listed.
● Location ‑ based routing requires GIS layers and data provided by Customer. Completion Criteria: ● Workflows live with routing functioning. ● Ownership groups and queues configured. ● Approval received from Customer.
SLAs, Notifications & Escalation OpenGov will: ● Configure SLA timers (acknowledgment, first response, resolution), indicators, and dashboards.
● Set up resident communications (email/SMS when in scope) and status updates ● Configure escalations to supervisors and leadership. Customer will: ● Provide SLA definitions per category and business hours/holiday calendars. ● Approve notification templates and escalation paths. ● Validate end ‑ to ‑ end SLA behavior. Assumptions: ● SMS/email providers and associated fees are Customer responsibilities unless otherwise
contracted.
● Two ‑ way messaging outside of standard capabilities may require a Change Order. Completion Criteria: ● *SLAs operational with monitoring in dashboards ● Notifications and escalations tested ● Customer approval received.
Integration with OpenGov Enterprise Asset Management (EAM) PS-11026.1 17
OpenGov will: ● Enable bi-directional sync so 311 Request Management requests can create EAM work
orders
when
criteria
are
met,
and
status
updates
in
EAM
reflect
back
to
311
and
the
public
status
page
where
appropriate.
● Define decision rules for work-order creation (e.g., by category/high-alert flag). ● Map fields between 311 Request Management and EAM (request ID, category, asset/location,
status
codes,
dates).
● Implement API-based integration or agreed method; handle error validation and retries.
● Configure read-backs of EAM status/progress for resident-friendly display on the status
page.
● Provide technical runbook and data-mapping documentation. Customer Responsibilities: ● Provide or confirm EAM environment details, credentials, and test data; confirm asset/address
cross-walks.
● Validate mapping, status cross-reference, and acceptance criteria. ● Coordinate with any internal EAM administrators for endpoint access/windows. Boundaries & Assumptions ● Scope is limited to OpenGov 311 Request Management ↔ OpenGov EAM integration; other
third-party
systems
are
out
of
scope.
● Integration follows standard, supported API capabilities; custom EAM extensions are
excluded.
Completion Criteria: ● End-to-end tests demonstrate work-order creation and status synchronization; integration
documentation
delivered;
stakeholder
approval
received.
Reporting & Dashboards OpenGov will: ● Configure reports (up to 10), filters, and visualizations; enable exports suitable for council/board/public
dashboards
(up
to
6 unique
dashboards)
● Provide enablement on managing report parameters and publishing. Customer will: ● Define KPIs and reporting needs; provide examples of internal and public reporting. ● Review layouts and logic; test exports; designate owners for ongoing reporting. Assumptions: ● Reports rely on data available in configured tables or approved imports/integrations.
● Complex, custom templates outside of standard exports may require a Change Order.
Completion Criteria:
PS-11026.1 18
● Reports and dashboards live with accurate data. ● Permissions verified; export formats tested ● Customer approval received.
Train
Administrator & Dispatcher Training OpenGov will: ● Deliver live virtual training; provide documentation and recordings. ● Cover core admin tasks (form edits, report creation, workflow adjustments, SLA configuration,
permission
controls).
● Assign practice scenarios. Customer will: ● Identify admin/dispatcher users; attend training; complete practice exercises; confirm
understanding
of
responsibilities.
Assumptions: ● Training delivered remotely unless otherwise specified. ● Attendees are available at scheduled times. Completion Criteria: ● Admin training completed; access confirmed for relevant users. ● Practice scenarios validated ● Customer confirms readiness to manage configuration post ‑ launch.
Agent/Field Staff Enablement OpenGov will: ● Deliver role ‑ based sessions and quick ‑ reference guides. ● Demonstrate status updates, assignment, and completion workflows. Customer will: ● Ensure attendance; provide device policies and any mobile restrictions. ● Validate that training aligns to field operation needs. Assumptions: ● Device procurement and management are Customer responsibilities. ● Offline mode support is limited to generally available capabilities. Completion Criteria: ● Agent/field sessions delivered; materials distributed. ● Readiness sign ‑ off received from departmental leads.
Public/User-Facing Collateral
PS-11026.1 19
OpenGov will: ● Draft how ‑ to guides with screenshots and FAQs; deliver PDF and web ‑ optimized formats.
● Review drafts with Customer for accuracy; finalize collateral. Customer will: ● Review and provide feedback; approve final content; handle distribution and any localization.
Assumptions: ● Content reflects current forms and processes at go ‑ live. ● Accessibility/translation needs identified by Customer. Completion Criteria: ● Guides finalized and approved; published via Customer channels.
Launch
OpenGov will: ● Monitor adoption; resolve configuration questions and issues. ● Conduct final stakeholder review; transition to Customer Success. Customer will: ● Monitor usage; report issues; attend final review; sign solution acceptance. Assumptions: ● Hypercare support is time ‑ boxed per the Project Plan. ● Post ‑ launch enhancements will be prioritized via Customer Success or Change Orders.
Completion Criteria: ● Hypercare window closed; known issues addressed or queued. ● Stakeholder review completed; solution acceptance signed.
Exhibit 2: Technical Requirements
Government App Builder Technical Requirements
● Migration ○ No historical data migration
PS-11026.1 20
● Flat File Integrations ○ Customer must ■ Provide OpenGov with the export file (a delimited file) from the external system
■ Automate the export and/or import of data into and out of the external system.
● API Integrations ○ Customer is responsible for: ■ Providing OpenGov with access to the API and/or access to technical staff from
that
vendor.
■ Access to a test instance of the third party API including a URL, authentication
credentials,
and
relevant
documentation.
■ Changes to scope resulting from a change in a third-party vendor’s (if applicable)
API.
■ Testing expected workflows and data in both test and production environments
○ To display a location on a map, the third party system must be able to provide location
data
via
their
API,
as
shapes
or
coordinates.
Text
addresses
are
limited
to
populating
address
fields.
PS-11026.1 21