Attachment 4 - Professional Services Agreement - TruePoint Solutions (Implementation) — Manteca City Council, December 6, 2022 (part 1 of 2)

1 AGREEMENT FOR PROFESSIONAL SERVICES
This Agreement is made and entered into this ____ day of ________________, 20___, by and between the CITY OF MANTECA, a public body, corporate and politic ("City") and TRUEPOINT SOLUTIONS a California corporation ("Consultant").

RECITALS
A. Consultant is specially trained, experienced, and competent to perform the professional services required by this Agreement.

B. Consultant possesses the skill, experience, ability, background, certification, and knowledge to provide the services described in this Agreement on the terms and conditions specified herein.

C. City desires to retain Consultant to render the professional services set forth in this Agreement.

AGREEMENT

1. Scope of Services. Consultant shall perform the Permitting Software Conversion services described in the attached Attachment 1 that is incorporated by this reference, and pursuant to the Proposal submitted by Consultant dated October 21, 2021 and attached hereto as Attachment 2 and the Statement of Work attached hereto as Attachment 3.

Consultant shall provide these services at the time, place, and in the manner specified in Attachment 1, subject to the direction of the City through its staff that may be provided from time to time. Performance of the professional services is sometimes referred to herein as “the Project.”

2. Work Through City Staff. Consultant shall perform its services pursuant to this Agreement solely through City staff. No communications, information or documentations shall be made directly to any applicant to the City without the prior written consent of the City. This shall not apply to the sole request of information or clarification of information by Consultant from the applicant. All requests shall be noted to City in an expeditious manner.

3. Time of Performance. Consultant’s services will commence upon execution of this Agreement and shall be completed in accordance with the Schedule of Activities, included within the response to the Request for Proposal. All work shall be completed no later than June 30, 2024. Failure to submit work products in accordance with the Schedule of Activities may result in the City withholding progress payments. Repeated failure to complete work products in accordance with the Schedule of Activities may result in a reduction of the total compensation provided for in Section 4 herein.

4. Compensation. Without additional authorization from the City, compensation to be paid to Consultant shall not exceed THREE HUNDRED TEND THOUSAND DOLLARS ATTACHMENT 4
2 ($310,000.00). Payment by City under this Agreement shall not be deemed a waiver of any defects, even if those defects were known to the City at the time of payment.

5. Method of Payment. Consultant shall submit monthly billings to City specifying and describing the work performed during the preceding month. Consultant's bills shall include a brief description of the services performed, the date the services were performed, the number of hours expended and by whom, and a description of any reimbursable expenditures. Full payment of each task will only be made at such time as each task is completed.

City shall pay Consultant no later than 30 days after approval of the monthly invoice by City staff. Payments may be delayed by City if Consultant fails to provide services in accordance with the Schedule of Activities, unless the City has provided prior written consent to any delay in the schedule.

6. Extra Work. At any time during the term of this Agreement, City may request that Consultant perform Extra Work. As used herein, the term "Extra Work" means any work that is determined by City to be necessary for the proper completion of the Project, but which the parties did not reasonably anticipate would be necessary at the time of execution of this Agreement. Consultant shall not perform, nor be compensated for, Extra Work without the City’s prior written authorization.

7. Termination. This Agreement may be terminated by the City immediately for cause, or by either party without cause upon 15 days’ prior written notice of termination. Upon termination, Consultant shall be entitled to compensation for services performed up to the effective date of termination upon submittal of an invoice for same.

8. Ownership of Documents; Confidentiality.

A. All plans, studies, documents, and other writings prepared by and for Consultant, its officers, employees, agents, and subcontractors in the course of implementing this Agreement, except working notes and internal documents, shall become the property of City upon payment to Consultant for such work. City shall have the sole right to use such materials in its discretion without further compensation to Consultant or to any other party. Consultant shall, at Consultant's expense, provide such reports, plans, studies, documents and other writings to City upon written request by City. Consultant shall not be responsible for any unauthorized modification or use of such information for other than its intended purpose.

B. All memoranda, specifications, plans, procedures, drawings, descriptions, computer program data, input record data, written information, and other documents and data, either created by or provided to Consultant in connection with the performance of this Agreement, shall be held confidential by Consultant. These materials shall not, without the City’s prior written consent, be used by Consultant for any purposes other than the performance of the services under this Agreement. Nor shall these materials be disclosed to any person or entity not connected with the performance of services under this Agreement. Nothing furnished to Consultant that is otherwise known to Consultant, or is generally known, or has become known to the related profession shall be deemed confidential. Consultant shall not use City's name or insignia, photographs relating to the Project for which Consultant's services are ATTACHMENT 4
3 rendered, or any publicity pertaining to the Consultant's services under this Agreement in any magazine, trade paper, newspaper, television or radio production, or other similar medium without the City’s prior written consent.

9. Consultant's Books and Records.

A. Consultant shall maintain all ledgers, books of account, invoices, vouchers, canceled checks, and other records or documents evidencing or relating to charges for services, or expenditures and disbursements charged to City, for a minimum period of three years, or for any longer period required by law, from the date of final payment to Consultant under this Agreement.

B. Consultant shall maintain all records that document performance under this Agreement for a minimum period of three years, or for any longer period required by law, from the date of termination or completion of this Agreement.

C. Any records or documents required to be maintained pursuant to this Agreement shall be made available for inspection or audit at any time during regular business hours, upon written request by the City Manager, City Attorney, City Auditor, or a designated representative of any of these officers. Copies of such documents shall be provided to City for inspection at City Hall when it is practical to do so. Otherwise, unless an alternative is mutually agreed upon, the records shall be available at Consultant's address specified in Section 16 of this Agreement.

D. Where City has reason to believe that records or documents may be lost or discarded due to the dissolution or termination of Consultant's business, City may, by written request, require that custody of the records be given to the City and that the records and documents be maintained in City Hall. Access to these records and documents shall be granted to any party authorized by Consultant, Consultant's representatives, or Consultant's successor-ininterest.

10. Independent Contractor. In the performance of the work and services required by this Agreement, Consultant shall act as and be an independent contractor and not an agent, or employee of the City. Consultant shall obtain no rights to retirement or other benefits that accrue to City's employees, and Consultant expressly waives any claim it may have to any such rights.

11. Interest of Consultant.

A. Consultant represents that neither it nor any employee has any investment or interest in real property, and shall not acquire any such interest, direct or indirect, within the area covered by this Agreement, or any other source of income, interest in real property, or investment that would be affected in any manner or degree by the performance of Consultant's services hereunder. Consultant further represents that, in the performance of its duties hereunder, no person having any such interest shall perform any services under this Agreement.

B. Consultant is not a designated employee within the meaning of the Political Reform Act because Consultant:

ATTACHMENT 4
4 (1) will conduct research and arrive at conclusions with respect to its rendition of information, advice, recommendation, or counsel independent of the control and direction of the City, or of any City official, other than normal Agreement monitoring; and
(2) possesses no authority with respect to any City decision beyond the rendition of information, advice, recommendation, or counsel. (FPPC Reg. 18700(a)(2).)

12. Professional Ability of Consultant.

A. City is relying upon the professional training and ability of Consultant to perform the services hereunder as a material inducement to enter into this Agreement.

Consultant shall therefore provide skilled professional and technical personnel to perform all services under this Agreement. All work performed by Consultant shall be in accordance with applicable legal requirements and shall meet the standard of quality ordinarily to be expected of competent professionals in Consultant's field of expertise.

B. The primary provider of the services required by this Agreement shall be TruePoint Solutions. A list of other individuals assigned to the Project will be provided to City for its review and approval, and these individuals shall not be replaced without the City’s prior written consent.

13. Compliance with Laws. Consultant shall use the customary standard of care in its profession to comply with all applicable federal, state, and local statutes, codes, ordinances, and regulations.

14. Licenses. Consultant represents and warrants to City that it has all licenses, permits, qualifications, insurance, and approvals that are legally required of Consultant to practice its profession. Consultant represents and warrants to City that Consultant shall, at its sole cost and expense, keep in effect or obtain at all times during the term of this Agreement, any licenses, permits, insurance, and approvals that are legally required of Consultant to practice its profession.

15. Indemnification and Hold Harmless. Consultant agrees to defend, indemnify, and hold harmless the City, its officers, officials, agents, employees, and volunteers, from and against any and all claims, demands, actions, losses, damages, injuries, and liability, direct or indirect (including any and all costs and expenses in connection therewith), arising out of Consultant’s performance of this Agreement, or Consultant’s failure to comply with any of its obligations contained in this Agreement; excluding, however, any claim arising out of the active negligence or willful misconduct of the City, its officers, agents, employees, or volunteers.

16. Insurance Requirements.

A. Job specific insurance requirements can be found on the attached Attachment

4. Other insurance provisions can be found below:

ATTACHMENT 4
5 B. Endorsements. Each general liability and automobile liability insurance policy shall be with insurers possessing an A.M. Best's rating of no less than A:VII and shall be endorsed with language substantially as follows:
(1) The City, its elected and appointed officers, officials, employees, agents and volunteers are to be covered as additional insureds with respect to liability arising out of work performed by or on behalf of the Consultant, including materials, parts, or equipment furnished in connection with such work.
(2) The policy shall be considered primary insurance as respects the City, its elected and appointed officers, officials, employees, agents and volunteers. Any insurance maintained by the City, including any self-insured retention the City may have, shall be considered excess insurance only and shall not contribute with it. (3) The insurance shall apply to each insured and additional insured as though a separate policy had been written for each, except with respect to the limits of liability of the insuring company. (4) The insurer waives all rights of subrogation against the City, its elected and appointed officers, officials, employees, and agents. (5) Any failure to comply with reporting provisions of the policies shall not affect coverage provided to the City, its elected and appointed officers, officials, employees, agents, or volunteers. (6) The insurance provided by the policy shall not be suspended, voided, canceled, or reduced in coverage or in limits except after 30 days written notice has been received by the City.
(7) The City will not accept any endorsements that were issued in 2004. Acceptable endorsement forms are CG 20 10 11 85 or both CG 20 10 10 01 and CG 20 37 10 01.

C. Deductibles and Self-Insured Retentions. Any deductibles or self-insured retentions must be declared to and approved by the City. At the City's option, Consultant shall demonstrate financial capability for payment of those deductibles or self-insured retentions.

D. Certificates of Insurance. Consultant shall provide to City certificates of insurance with original endorsements as evidence of the required insurance coverage.

Certificates of insurance shall be filed with the City on or before commencement of performance of this Agreement. Current certification of insurance shall be kept on file with the City at all times during the term of this Agreement.

17. Notices. Any notice required to be given under this Agreement shall be in writing and either served personally or sent prepaid, first class mail. Any such notice shall be addressed ATTACHMENT 4
6 to the other party at the address set forth below. Notice shall be deemed communicated within 48 hours from the time of mailing if mailed as provided in this section.

If to City: City of Manteca
1001 W. Center Street
Manteca, CA 95337
Attention: Brad Wungluck
If to Consultant: TruePoint Solutions
3262 Penryn Road, Suite 100-B
Loomis, CA 95650
Attention: Keith Hobday

18. Entire Agreement. This Agreement constitutes the complete and exclusive statement of Agreement between the City and Consultant. All prior written and oral communications, including correspondence, drafts, memoranda, and representations, are superseded in their entirety by this Agreement.

19. Amendments. This Agreement may be amended only by a written document executed by both Consultant and City and approved as to form by the City Attorney.

20. Assignment and Subcontracting. The parties recognize that a substantial inducement to City for entering into this Agreement is the professional reputation, experience, and competence of Consultant. Assignments of any or all rights, duties, or obligations of the Consultant under this Agreement will be permitted only with the express written consent of the City. Consultant shall not subcontract any portion of the work to be performed under this Agreement without the written authorization of the City. If City consents to such subcontract, Consultant shall be fully responsible to City for all acts or omissions of the subcontractor.

Nothing in this Agreement shall create any contractual relationship between City and subcontractor nor shall it create any obligation on the part of the City to pay any monies due to any such subcontractor other than as may be required by law.

21. Waiver. Waiver of any breach or default under this Agreement shall not constitute a continuing waiver of a subsequent breach or default of the same or any other provision under this Agreement.

22. Severability. If any provision of this Agreement is held to be invalid, illegal, or otherwise unenforceable by a court of competent jurisdiction, the remaining provisions of this Agreement shall continue in full force and effect.

23. Controlling Law; Venue. This Agreement and all matters relating to it shall be governed by the laws of the State of California, and any legal action relating to this Agreement shall take place in the Superior Court, County of San Joaquin.

24. Litigation Expenses and Attorneys' Fees. If either party to this Agreement commences any legal action against the other party arising out of this Agreement, the prevailing party shall be entitled to recover its reasonable litigation expenses, including court costs, expert witness fees, discovery expenses, and attorneys' fees.

ATTACHMENT 4
7 25. Mediation. The parties agree to make a good faith attempt to resolve any disputes arising out of this Agreement through mediation prior to commencing litigation. The parties shall mutually agree upon the mediator and shall divide the costs of mediation equally. If the parties are unable to agree upon a mediator, the dispute shall be submitted to JAMS/ENDISPUTE ("JAMS") or its successor in interest. JAMS shall provide the parties with the names of five qualified mediators. Each party shall have the option to strike two of the five mediators selected by JAMS, and thereafter the mediator remaining shall hear the dispute. If the dispute remains unresolved after mediation, either party may commence litigation.

26. Execution. This Agreement may be executed in several counterparts, each of which shall constitute one and the same instrument and shall become binding upon the parties when at least one copy has been signed by both parties.

27. Authority to Enter Agreement. Consultant warrants that it has all requisite power and authority to conduct its business and to execute, deliver, and perform this Agreement. Each party warrants to the other that the signatories to this Agreement have the legal power, right, and authority to enter into this Agreement and to bind each party.

28. Prohibited Interests.

A. Consultant warrants that it has not employed or retained any person, other than a bona fide employee working solely for Consultant, to solicit or secure this Agreement.

Further, Consultant warrants that it has neither paid nor agreed to pay any 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 any breach or violation of this warranty, City shall have the right to rescind this Agreement without liability.

B. For the term of this Agreement, no member, officer, or employee of City, during the period of his or her service with City, shall have any direct interest in this Agreement, or obtain any present or anticipated material benefit arising therefrom.

29. Equal Opportunity Employment. Consultant represents that it is an equal opportunity employer, and it shall not discriminate against any subcontractor, 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.

30. Precedence. In case of conflict between Consultant’s Proposal/Consultant’s attachments and the City’s Agreement/City’s attachments, the City’s Agreement and City’s attachments shall take precedence over Consultant’s proposal/Consultant’s attachments.

ATTACHMENT 4
8 This Space Purposely Left Blank
ATTACHMENT 4
ATTACHMENT 4
10 ATTACHMENT 1

REQUEST FOR PROPOSAL
ATTACHMENT 4
Request for Proposal for
Permitting System Software
Proposal must be received no later than:

October 21, 2021 @ 3:00 pm
Deliver proposal to the office of:

Brad Wungluck, Development Services Deputy Director
[email protected]
1215 W. Center Street, Ste 201
Manteca, CA 95337
(209) 456-8500

ATTACHMENT 4

TABLE OF CONTENTS

1. INVITATION FOR PROPOSALS…………………………………………………………………………………….. 3

2. BACKGROUND AND CURRENT SYSTEMS…………………………………………………………………….. 4

3. SCOPE OF WORK AND TIMELINE ……………………………………………………………………………….. 7

4. EVALUATION PROCEDURES AND CRITERIA ………………………………………………………………… 8

5. VENDOR INSTRUCTIONS ……………………………………………………………………………………………. 10

6. REQUIREMENTS .……………………………………………………………………………………………………….. 13

7. TERMS AND CONDITIONS …………………………………………………………………………………………. 22 EXHIBITS .................................................................................................................. 24 A - Pricing Summary ................................................................................................. 25 B - Customer References .......................................................................................... 26 C - Insurance Requirements ...................................................................................... 28 D - Sample City Contract ….........................................................................................29 E - 2017 City of Manteca Development Fee Schedule………………………………………………. 30 F - System Questionnaire………………………………………………………………………………………….31

ATTACHMENT 4

SECTION 1 - INVITATION FOR PROPOSALS

Notice. Notice is hereby given that the City of Manteca will accept sealed proposals for a replacement Permitting System in accordance with the general provisions for purchases of the City of Manteca. All proposals must be in the format specified within, enclosed in a sealed envelope and clearly identified with RFP title, company name, and due date.

Deliver proposals to the Development Services Department at the address indicated on the coversheet on or before October 21, 2021 @ 3:00 p.m. It is the sole responsibility of the proposing firm to ensure that proposals are received prior to the closing time as late bids will not be accepted and will be returned unopened.

Purpose. The City of Manteca Development Services Department is seeking an experienced and qualified vendor to provide a Permitting software system and implementation services that that satisfies the City’s entire functional and technical requirements. A detailed description of the products and services required are contained in Section 3 Scope of Work.

Please submit your RFP response by October 21, 2021
SECTION 2 - BACKGROUND AND CURRENT SYSTEMS

Background
The City of Manteca, California (the City) is located in San Joaquin County and is known as the “Family City.” It is served by an extensive network of freeways, bus lines, and Altamont Commuter Express.

Currently, it is estimated that there are 80,000 residents of the City of Manteca with the City growing by approximately fifty-six percent since 2000.

The City is governed by a City Council / City Manager form of government. The City Council is made up of four members plus a mayor that serves as the head of the City Council. The City Council appoints a City Manager to oversee the City’s nine departments.

Background Summary
Population 79,129
Fiscal Year July 1 – June 30
Governance Structure City Council / City Manager
Permit Volume by Division per Year Building – 4,000 issued per year Planning – 100
Engineering - 250

ATTACHMENT 4
Current Systems
The City currently uses Tyler/NewWorld for Permitting and Planning and ePlanSoft for electronic/online plan review. The City has determined the need to implement a more robust GIS-centric best of breed solution for Permitting, Planning, and Inspections to meet the needs of Building, Planning, Fire and Engineering.

The following table outlines key systems used by the City today, how they relate to this project, and whether they will be interfaced or integrated with the replacement Permitting system.

Application - Vendor Keep/Replace Integrate/ Interface
Permitting – New World Replace N/A
Land Management – New World Keep
GIS - Esri ArcGIS 10.5.1 Keep Yes
Financials and Payroll – Tyler/NewWorld
(Version 2017.1.0023)
Keep Yes
Cashiering – Tyler/NewWorld (Version
2017.1.0023)
Keep Yes
Code Enforcement – GoGovApps Keep Preferred
Electronic Plan Review – ePlanSoft Depends N/A

In addition, Excel spreadsheets, Access databases, or other shadow systems are being used to manage, query, and report information outside the Permitting system. The vision of the City is to eliminate or minimize the need for the shadow systems within the department and rely on technology to improve efficiencies and system usability. Process improvement is expected to coincide with software implementation activities and the adoption of best practices wherever possible.

Platform. The City prefers a Permitting solution that runs in a Microsoft Windows Server Datacenter environment utilizing the Microsoft SQL Server 2016 for the database. Web-enabled or Web-based systems are preferred. The City will consider On-Premises or Cloud-based solutions and would like to understand more about a Vendor’s Cloud strategy.

Security. It is expected that the new Permitting system will have tight security controls which meet regulatory compliance and audit standards. Preference is for role-level security to the menu and screen level; security should flow through to standard as well as 3rd Party reporting tools. Microsoft Active Directory is preferred for single sign-on and global security administration.

Integration. Currently, most interfaces with existing systems are manual or via flat file. The City is interested in leveraging more open integration tools that support a Microsoft Windows platform such as .NET, Service Oriented Architecture, XML, Web Services, APIs, SharePoint services, etc. Prior experience with integration to the City’s existing applications is considered a positive differentiator.

Desktops. There are approximately 30 workstations running Windows 7. New desktops being acquired will be setup with Windows 10. Google Chrome is the standard Web browser, but a browser-agnostic system is desirable.

ATTACHMENT 4
Mobile Accessibility. The City’s preference is to utilize mobile devices for non-office or field work performed by employees, and is interested in exploring mobile hardware and software options that are optimized for what vendors provide. Mobile systems should have the ability to cache data from the server and allow data entry in the field without connectivity and re-synch data once connectivity is available. Mobile printing is a nice feature, but not required. The same security provisions used for desktop computing shall apply to the mobile environment.

Parcel Information. Parcels numbers are assigned by the County, which also maintains official parcel ownership, sale and transfer dates, size and dimensions, and land value information. This information is currently imported into New World. The City maintains the parcel layer and parcel attribute data such as land use, zoning, permitting, entitlements, etc. The City shares this data with the County for assignment of an Assessor’s Parcel Number (APN) when permits are requested. The City would like to improve transfer of data between systems to bring in monthly updates and update GIS.

GIS Systems. The City currently uses Esri ArcGIS for its GIS solution. The City envisions that the new Permitting will have bi-directional integration with GIS. Functionality required includes the ability to drill down from spatial maps into the Permitting system for views of open, expired or pending permits, as well as history of permitting, code enforcement or other activities pertaining to an individual parcel or group of parcels within a project.

Reporting. Reporting from the system is primarily by the use of New World. The City requires more userfriendly ad hoc query and reporting tools that are intuitive to the user community.

Document Management. The City currently uses Laserfiche for document management. A replacement Permitting system should provide functionality to integrate with mainstream document imaging systems, and have the ability to place documents into the document imaging system. The software should also be able to interact with other stores of documents and images.

It is anticipated that the new Permitting system and successful implementation will:
 Position the City to meet its current and future strategic objectives.  Make information easily and broadly available to internal and external consumers of data.  Streamline the application and permit approval processes and eliminate bottlenecks.  Minimize manual processes, reduce paper, and increase usage of automation wherever possible.
 Automate manual tasks and improve permit efficiency.
 Minimize the use of shadow systems.
 Promote the adoption of best practices and the development of policies and procedures.  Provide intuitive systems that are easy to navigate.
 Support query and reporting of data in the user’s desired format.  Support or compliment the desired technical architecture.  Ensure integration with other systems (Processing of Grading Permits and Tracking of Engineering Inspections, Integration with GIS, Integration with Finance, Integration with County Assessor Data, and Integration with the City’s document imaging system).

ATTACHMENT 4
SECTION 3 - SCOPE OF WORK AND TIMELINE

Scope of Work
The City intends to purchase a Permitting system that includes the following specific modules and functional areas:

Modules/Functionality – Required
Electronic Workflow (e.g. applications,
plan review, documentation, approvals,
alerts, triggers, statuses, etc.)
Document/Image Management or Links
Permitting
Inspections
Electronic Plan Check / Submittal
Planning / Entitlement Applications
Property Information/Attributes
Reporting and Query Tools
GIS Integration
Cash Receipting
Citizen Access

The City will choose a Permitting system that most closely meets its requirements for flexibility and configurability, the functional requirements defined in this RFP, and that provides an open system architecture that permits interfacing to other internal and external systems.

The solution selected will be implemented using a phased approach as recommended by the selected Vendor and approved by the City. The City expects process improvement through implementation of new systems and intends to adopt the best practices offered by the selected Vendor. Vendors who are invited to demonstrate their product should be prepared to discuss the application’s best practices and the system’s ability to adapt to user preferences.

Timeline
The following defines the estimated tentative timeline for the selection of a Vendor. However, the City reserves the right to modify or reschedule procurement milestones as necessary.

ATTACHMENT 4
Activity Dates
Release of Request for Proposal September 16, 2021
Vendors Questions Submitted September 30, 2021
Vendors Questions – Answers Posted October 7, 2021
Proposals Due October 21, 2021
Selection of Finalists November 2021
Pre – Demo Meetings November 2021
Software Demos November 2021
Due Diligence Review December 2021
Contract Negotiations December 2021
Award Contract January 2021
Implementation Start Date January 2021

SECTION 4 - EVALUATION PROCEDURES AND CRITERIA

Proposal Evaluation
The City will review all proposals received as part of a structured evaluation process. For each decision point in the process, the City will evaluate proposers according to specific criteria and will then elevate a certain number of proposers to compete in the next level.

The sole purpose of the proposal evaluation process is to determine which solution best meets the City’s needs. The evaluation process is not meant to imply that one proposer is superior to any other, but rather that the selected proposer can provide and has proposed the best solution and implementation approach for the City’s current and future permitting system needs.

A review committee will evaluate all responses to the RFP that meet the submittal requirements and deadline. Submittals that do not meet the requirement or deadline will not be considered. The review committee will rank the proposals and may arrange interviews with the finalist prior to selection. The evaluation of proposals will be based on a fair, impartial, and competitive selection process in which the evaluation of proposals will not be limited to price alone. Technical merit will be the primary consideration in the selection process.

The City reserves the right to select a vendor based solely on the information submitted in the proposal and to make a contract award without any further discussion with the Vendors regarding the responses received. Therefore, responses should be submitted initially on the most favorable terms available to the ATTACHMENT 4
City from a price, contractual terms and conditions, and technical standpoint. The City also reserves the right to conduct discussions with Vendors who submit proposals. The City is not under any obligation to reveal to a Vendor how a response was assessed or to provide information relative to the decision making process.

The City reserves the right to reject any and all proposals, to contract work with whomever and in whatever manner the City decides, to abandon the work entirely and to waive any informality or nonsubstantive irregularity as the interest of the City may require, and to be the sole judge of the selection process. The City also reserves the right to negotiate separately in any manner to serve the best interest of the City. The City retains the right at its sole discretion to select a successful vendor.

Notification
Based on the evaluation of the proposals, the City will select a short list of no more than four Vendors and invite them to participate in Pre-Demo Meetings and Software Demos. The selected Vendors will be notified in writing or e-mail by the date indicated in Section 3.

Pre-Demo Meeting
The purpose of this meeting is to answer any questions about a Demo Script that will be provided by the City as well as any questions about the software demo process. This meeting will be scheduled after the Short List notification is made.

Software Demos
The functional and technical product Demos will be presented to the City by the Short Listed Vendors by presentation and according to a pre-defined script issued by the City. All Vendors must follow this script during their Demo process. The evaluation criteria for the Demo process will include presentation and adherence to the script as well as the ability to successfully demonstrate the product’s ability to meet the City’s functional and technical requirements. The City reserves the right to request additional information, interviews, follow-up demonstrations or any other type of clarification of proposal information it deems necessary to evaluate the final Vendors.

Follow Up Demo
The City may request a more extensive technical or functional Demo from vendors. This Demo will be scheduled on an as-needed basis for the Short Listed Vendors.

Site Visits
The City may conduct site visits to any or all of the Short-listed software Vendor’s headquarters and/or references. These visits will be scheduled on an as-needed basis for the Short Listed Vendors.

SECTION 5 – VENDOR INSTRUCTIONS

Please submit your RFP response by August 12, 2021.
a. Five (5) bound copies of the proposal on 8 ½ x 11 paper with section separators. b. Two (2) electronic copies on two (2) USB Flash Drives. The Requirements section of the RFP must be in Word format on the flash drive.

ATTACHMENT 4
Proposals shall be submitted in a package marked “Proposal for City of Manteca - Permitting System”.

Send or deliver copies to the following:

Brad Wungluck, Development Services Deputy Director
1215 W Center Street, Ste 201
Manteca, CA 95337

Submission of a proposal shall constitute acknowledgment and acceptance of all terms and conditions contained in this RFP and all exhibits and attachments hereto. This includes accepting, acknowledging, and agreeing to the general terms and conditions in the attached standard services agreement.

Any administrative questions or questions relating to the project management shall be directed to:

Brad Wungluck, Development Services Deputy Director
209.456.8562, [email protected]

All communication from prospective proposers regarding this RFP must be in writing via email to [email protected] . Communication by telephone or in person will not be accepted. Attempts by or on behalf of a prospective or existing vendor to contact or to influence any member of the selection committee, any member of the City Council, or any employee of the City of Manteca with regard to the acceptance of a proposal may lead to elimination of that vendor from further consideration.

Pre-Bidders Questions
Questions regarding this RFP may be submitted to the City via email by the date indicated in Section 3.

Email questions to Brad Wungluck ([email protected]). The City will address all questions and post them to the City’s website by the date indicated in Section 3 of this RFP. No formal Pre-Bidders Conference will be held.

Proposal Response Format
In order to assist in the fair and equitable evaluation of all responses, Vendors are being asked to adhere to the specific response format set forth below. Responses that deviate from the requested format may be classified as “non-responsive” at the discretion of the City and may be subject to disqualification.

Marketing information will not be accepted in lieu of direct response to all requirements and questions.

Proposals should be organized and include the following sections and content:

Section Description

1. Executive
Summary
A letter of introduction signed by an authorized representative of the Firm that provides an executive summary of the Firm’s experience relevant to the scope of work described in this RFP. Limit to 2 pages.

2. Requirements Completed Requirements document from Section 6 of this RFP. Complete as per the directions included in that document. Each Requirement must have a rating and a comment. Use the Word format and do not make any changes to formatting of this document.

ATTACHMENT 4
Section Description

3. Pricing Completed Pricing summary using Exhibit A of this RFP. Indicate costs for software, implementation and maintenance. Pricing must be fully comprehensive, complete, including all taxes, and list any available discounts or CPI increases. Pricing must be valid for at least 180 days from response submission date. All one-time and recurring costs must be fully provided.

Software: Provide estimates for user counts defined in this RFP.

Implementation Services: Including but not limited to implementation of the software, data conversion, two way communication between the software and other existing City software, system configuration, report development, testing and training.

Maintenance: Indicate the estimated total dollars and percent of software license cost plus any CPI changes that might be incurred in years 2 – 10.

Note: Additional pricing information can be supplied if it clarifies or provides relevant detail to your estimate.

4. Implementation An overview of Proponent’s implementation methodology including but not limited to examples of or recommendations for the following:
a. MS Project Plan: including Phases, Tasks and Timeline. b. Implement using phases or all modules at one time.
c. City Resources: Role, Responsibilities, Average Estimated Time per Month. d. Vendor Resources: Role, Responsibilities, Average Estimated Time per Month. e. Process Improvement: approach to process improvement through implementation.

The City’s preference is to modify processes where necessary to leverage best practices offered by the software.
f. Change Management: tools and methodology.
g. Data Conversion: tools, methodology, experience with conversions from Tyler NewWorld, recommendation for data to be converted.
h. Environments available (production, test, training, etc.) i. Testing: configuration, technical, user acceptance, etc. j. Training: approach, resources available, documentation provided. k. Integration: approach, tools, experience.
l. Post Go-Live Implementation Support.

5. Support Review support services offered and recommended including but not limited to:
a. System Administration – remote performance monitoring, tuning, loading of patches and version releases, etc.
b. User Support – hours of service, average/guaranteed response time, ticketing system used, resources available, escalation process
c. Support for 3rd Party Partner applications
d. System Enhancements – approach to user enhancement requests e. User Protection Plan - e.g. source code held in Escrow f. Hosting or Cloud Services
g. Online Training / Library resources
h. User Groups and Conferences
i. System Back-up, Redundancy, Disaster Recovery Services ATTACHMENT 4
Section Description

6. Technology
Overview
Provide an overview of the system technology and future strategic direction. Include the following in the overview:
a. Options for technical architecture, e.g. hosted, on-premises, Software-as-aService (SaaS), cloud-based, and the reason for this approach. INCLUDE PRICING OF BOTH Hosted and on premises separately in Section 3 Pricing. b. Hardware specifications for the proposed solution
c. Mobile hardware and operating system specifications
d. Support for Service-Oriented Architecture
e. Remote access capabilities, supported technologies and portal and portal plans f. How your solution supports remote technologies and encryption (VPN, synchronization, etc.)
g. Escrow Agreements, etc. Address how Manteca’s ERP data would be delivered or provided to the City in the event that the relationship between the City and the provider is terminated (methodology, format of data, etc.) h. Languages, structures or frameworks used e.g. .NET architecture, SQL, etc. i. If hosted or SaaS describe where data resides. What are the City’s options to access or retain it in the long-term, and how does data backup and recovery occur? j. Explain the preferred approach for accessibility to legacy ERP data, e.g. conversion, migration, look-up tables, etc.
k. Timing and frequency of software updates, e.g. scheduled release, automatic updates, etc.
l. What is included in annual maintenance e.g. unlimited bug fixes, etc. m. Maintenance on enhancements or customizations.
n. Define maintenance responsibilities – vendor and City for on-premises, SaaS, Hosted o. API’s offered and languages supported.

7. References Using the forms provided in Exhibit B provide five public sector customer references that are similar in size and project scope to the City. Three references shall be current customers and two references shall be past customers.

8. Contract
Performance
Indicate if at any time during the past five years Vendor has had a contract terminated for convenience, non-performance, or any other reason, or has entered into legal action with a customer. Describe the situation(s) including name and address of contracting party and circumstances.

9. RFP Exceptions Specifically identify exceptions to this RFP.

10. City Contract
Exceptions
Provide comments or concerns or changes requested in the City’s Standard Contract: a.

A “Sample Services Contract” (Exhibit D) is attached for review by the vendor. b. Any portions of the sample contracts not identified as concerns by the vendor in the proposal are considered to be acceptable by the vendor.

11. Vendor Contract
Samples
Provide Vendor contract templates including sample Statement of Work, Perpetual Software License, SaaS License Agreement, 3rd Party Agreements, Maintenance, and Services Agreements, etc. for all applications and modules.

ATTACHMENT 4

SECTION 6 – REQUIREMENTS

This section includes the Permit system requirements. This document will become Section 2 of your RFP response. This is not a comprehensive list of all of the City’s requirements, but includes the key requirements that will be used to evaluate the proposals and will be incorporated into the signed contracts.

For each item a ranking has been provided indicating the importance to the City. Rankings used are R for Required, I for Important, N for Nice to Have or E for Explore. Software applications that are missing a significant number of required features and technology preferences may be eliminated from consideration.

Vendors must provide a rating and a comment for every item. If the requirement does not pertain to the proposal being submitted, enter “N/A”. The comment should include a brief explanation of how the item is supported. Please do not modify the format, font, numbering, etc. of this section. If a submitted RFP includes blank responses the document may be considered in violation and rejected. Use the following rating system to evaluate each requirement:

Rating Definition
4 Standard and available in the current release. Software supports this requirement and can be implemented out of the box or with configuration at no additional cost. No source code modification is required.
3 Meet requirement with minor modification. Modification maintains application on upgrade path. Testing and production of modifications will be completed by implementation date. Include an estimate for the cost of the modification. 2 Available with 3rd party software application. Indicate name of the application recommended and number of installs jointly completed.
1 Does not meet requirement and requires substantial system modification. Indicate timing required and estimated cost of modification.
0 Not available. Software will not meet requirement.

F
Future Release. Requirement will be available in future release. Indicate anticipated release date: month and year.

ATTACHMENT 4
Sample Response Format: Please use the format below when completing your response.

General Rating and Comment
R 1. Audit Trail with user, date, time stamp throughout all modules. Before/after values is Important.
4 System logs all transactions and stamps them with
user, date, time and before/after values. A report can
be generated to review audit history.

INCLUDE IN RFP RESPONSE AS A MS WORD DOCUMENT

ATTACHMENT 4

City of Manteca, CA
Development Services Requirements
R = Required
I = Important
N = Nice to have
E = Explore
Vendor Background Comments

1. Company
 Company Name
 Contact Person Name and Title
 Contact Address, Phone, Email

2. Company Information
 Public vs. Private
 Year Founded
 Revenue and Income: Current and Prior Year
 Office Locations: Headquarters, Implementation, Support, Development
 Nearest regional office to Manteca, CA
 Website

3. Vendor Employee Count
 Company Total
 Proposed Software Division - Total
 Proposed Software Division - Support
 Proposed Software Division - Development

4. Number of Customers
 Proposed Software - Total
 Proposed Software - Total in US
 Proposed Software - Total in California
 Proposed Software - Total Cities
 Proposed Software - Total Cities in California

5. Target Customer Profile
ATTACHMENT 4
 Target Industry
 Sizing - Users and Population

6. Implementation Model: Direct or Partner

7. Version Schedule
 Current version and release date
 Typical release schedule
 Number of prior versions supported
Pricing Summary Comments

8. Software License:
 30 Named and 10 Mobile Users. 15 for electronic plan
review.

Indicate number of users for plan review

9. Implementation: Estimated total cost of all services including installation, training, configuration, integration, data conversion, travel, etc.

10. Maintenance: Percent of software license cost and amount – Year 1 and Years 2-10

11. Database: License and maintenance costs

12. Other: Hosting, licensing, subscription, etc.

13. Total Cost – Year 1

14. Total Cost – 10 Years
Modules Comments
R 15. Permitting and Land Management
R  Include component or submodule for Planning and
Engineering
R 16. Inspections
E 17. Code Enforcement
R 18. Queries and Reporting
Technology Comments and Rating
R 20. Preference for MS Windows Server 2016 Datacenter Platform.

R 21. Preference for MS SQL Server 2016 database.
 Database: List % of installs by database.
 Platform: List % of installs by platform.

ATTACHMENT 4
R 22. Ability to run on Virtual Machines, e.g. VMware.

R 23. Web-enabled or Web-based architecture with published open API’s.

R 24. Compatible with Windows 7 or higher desktop client, 64-bit.

R 25. Role-level security to menu, screen and field level.

R 26. Single sign-on: MS Active Directory, LDAP compatible.

R 27. Microsoft Office integration with Word and Excel (mail merge, letters, data extraction, reporting etc.).

R 28. Interoperability with Exchange 2016 and Outlook – email generation, calendaring, etc. Describe functions supported.

N 29. Instant Messaging from desktop or dashboard.

N 30. System-generated text messages.

R 31. List integration technologies, e.g. Web Services, SOA, XML, etc.

R 32. Indicate experience integrating with software listed and method proposed (Web Services, API preferred):

R a. Esri 10.5.1 Geodatabase
I b. PDF Editor – Electronic plan review
R c. IVR – Inspection requests
R d. Tyler/New World ERP 2017.1 – GL, AP, AR, Utilities R e. Tyler/New World ERPr Cashiering – Central cashiering E f. Tyler/New World ERP Payroll – import employee cost information for customer billings
I g. GoGovApps/GoRequest – Mobile Citizen app for Code
Enforcement and Citizen Request Management
R 33. Indicate degree of Esri GIS integration and compatibility/ experience with Esri’s Local Government Model for GIS data.

R 34. Scan into document imaging system and create link to records in multiple formats including PDF, JPEG, TIF, DWG, Word, Excel, etc.

R 35. Identify which Operating Systems and device types are supported for mobile access.

R 36. Describe functions supported via mobile devices, e.g. approvals, inspection scheduling and resulting, Code Case entry, etc.

I 37. Store and forward mobile data entry for areas with poor or no mobile network connectivity.

ATTACHMENT 4
I 38. Online Data Dictionary.

E 39. Describe internal and external Web/Portal functions supported.

Prefer ability to apply, estimate fees, make payment, schedule inspections, look up parcel data, check zoning, and check Permit status and print simple Permit types or licenses.

General Requirements Comments and Rating
R 40. Configurable role-based dashboards to present reports, tasks, notifications, etc.

R 41. Audit Trail with user, date, time stamp throughout all modules.

Before/after history is Important.

R 42. User configurable menus, screens, fields and tabs.

R 43. Searchable online help and user manuals; context sensitive help is Important.

I 44. Role-tailored screen forms by operational group.

R 45. Rules-based multi-level workflow; concurrent, sequential, by Permit type, complaint type, etc. with ability to add an approver while in process.

R 46. Digital signatures for reviews, approvals, etc.

R 47. Rules-based alerts or notifications triggered by actions or dates, e.g. property ownership changes.

R 48. Attach files to transactions within the system they relate to.

R 49. Global record repository of data. Enter field data once, update across all records, modules, and departments.

R 50. Track parcel genealogy including parent/child relationships, splits, merges, retired parcels, etc.

R 51. Configurable forms tools to create electronic applications that can be routed for approval and update transactions.

R 52. Compliance with State and Federal reporting requirements, e.g. Strong Motion Fee reports.

I 53. Manage California Environmental Quality Act data (CEQA):
filing date, level of review, contracted studies, notes, documents, deadlines, etc.

ATTACHMENT 4
Permitting and Land Management Comments and Rating
Land Records, Master File and Activity
R 55. Tie a Parcel to an Assessor Parcel Number (APN).

R 56. Capture parcel history including parcel changes, street name changes, subdivisions, zoning, etc.

R 57. Capture Parcel Address, Sub-Lots, Legal Description (Plat), Property ID, Geo-parcel ID, Lat./Long coordinates, etc.

I 58. Convert temporary address record to final address within the same record.

R 59. Unlimited Permit categories, types and sub-types with unique fees for each, e.g. Building, Commercial, Residential, Fire, etc.

R 60. Manage Tract Permits: Multiple Permits, same subdivision with different plan types, square footages, etc. Submitted 10 at a time. Would like ability to copy and clone multiple Permits in a single action.

R 61. Calculate Base Building Permit fee based on valuation of project
R 62. Add additional fees to Base Building Permit fee, e.g. add 85% for Plan Check Fee; 5% for plan retention fee, and aggregate for total Permit fee.

R 63. Calculate non-valuation Permit fees, e.g. Plan Check hourly fee, Demolition – 0-3000 Sq. Ft. = $374 plus $174 for each
additional 3,000 square feet, Kitchen Remodel $359, etc.

R 64. Date effective fee updates and maintain a history. Also, Ability to determine fees based upon application date OR Issuance date with the setup of each fee determining.

R 65. Unlimited Permit line item charge codes with unique General Ledger distribution for each.

R 66. Import and export functionality with Tyler/New World ERP land data.

R 67. Define Permitting activities or checklists including application intake; ensure all data is gathered and all steps followed for completion.

R 68. Attach a Permit to a line, road, or polygon or no parcel (IE Master Plans where no construction is occurring needs to occur).

R 69. Manage Pre-Application process; schedule meetings (Outlook), review committee comments and
recommendations list for Permit application submittal, etc.

Retain data and attach documents for historical purposes.

ATTACHMENT 4
R 70. Online Permit application submittal. Online fee estimator tool is Important.

R 71. Initiate an activity in the system via parcel map.

R 72. Track multiple contacts and addresses for a Permit (e.g.

Applicant, Owner, Contractor, Architect, Electrician, etc.).

R 73. Support electronic submission of plans and attach to a Permit application.

R 74. Link related Permits.

R 75. Produce required notification for specific Permit types based on polygon or buffer zone on map.

R 76. Track and manage time elapsed for review process based on calendar days, business days or both. Stop clock if sent to applicant for correction and restart once resubmitted.

R 77. Track, manage and report on Projects; all Permits and Activities.

I 78. Track and report on Project status including milestones, hearing progress, due dates, legal notification dates, etc.

I 79. Capture 256+ character Project description field in master file and related Permits.

R 80. Capture Project contact management data and activities including calls, emails, attachments; property owner,
applicant, contractor, sub-contractor, etc.

I 81. Track Project change management and change history.

R a. Ability to make changes to permit type or information after permit has been created
Review
I 82. Manage routing of Permit review to external parties.

R 83. Define library of comments and conditions that can be selected and added to Permits, letters, notifications, etc. or allow freeform text.

R 84. Large notes field for recording review comments (256+ characters) with ability to cut and paste from Word
document.

Indicate characters available.

R 85. Dashboard view of reviews required by department.

R 86. Notify of past-due workflow review; escalation to next level approver is Important.

I 87. Date and time tracking for Permit processing and review activities; report on intervals for each step.

R 88. Electronic Plan Review, with comments, markup and signature by multiple reviewers. Describe tool proposed.

R 89. Capture and consolidate Permit review comments and approve/deny status by reviewer into a single notification.

ATTACHMENT 4
R 90. Charge staff review or inspection time at actual pay plus overhead, time and materials, or flat fee by department.

Generate invoice to customer or apply against deposit or Plan Review fees. Ability to track hours by activity is Important.

I 91. Support zoning review at time of Permit application.

R 92. Online Permit review approval queue.

R 93. Permit corrections or changes trigger workflow for all required approvers.

I 94. Date effective Permits with expiration dates and ability to extend expiration date.

I 95. Alert, notification or report when nearing Permit expiration date (e.g. within 30 days).

R 96. Assess 1% fee to Permits for Seismic Retrofit Program, with separate General Ledger distribution; ability to pass to Finance Department for payment.

R 97. Disallow Permit printing if mandatory fields, fees, holds, or inspections are missing.

I 98. Manage transactions related to Developer Deposits, e.g. initial deposit, Permits issued, etc.

I 99. Track multiple Deposit accounts to a single developer. Apply draws against specific Permit case.

Inspections
R 100. Define multiple inspection types with sub-categories, hierarchies and checklists.

I 101. Interface with IVR for applicant inspection requests.

R 102. Online applicant request for inspections in A.M. or P.M. and ability to schedule time on back-end.

R 103. Support scheduling of inspections; prefer integration with MS Outlook Calendar, specific appointment times, etc.

R 104. Set default inspector based on Permit type and assigned area; track assignment based on actual inspector, not assigned one.

I 105. Reassign all inspections from one Inspector to another.

I 106. Assign a combination of inspectors for Commercial Permits by type and area, e.g. Area 5 is assigned specific inspectors.

R 107. Generate route map using Google, or ESRI Map interface.

I 108. Create a packet of documents required for inspection, e.g. images, maps, grade plans, improvement plans, etc.

R 109. Add an inspection while in process; not pre-defined.

R 110. Mobile and in-office update of inspection results; pass/fail, correction notices, re-schedule, status, etc. iPhone preferred.

I 111. Group all inspections for routing at a single site.

I 112. Mass inspection resulting, e.g. development tract, all pass foundation inspection.

ATTACHMENT 4
I 113. Auto-generate Certificate of Occupancy once all inspections are finaled.

I 114. Post inspection status on Web site or Portal in chronological order.

I 115. Dropdown list to choose and populate correction notices with standard language, code descriptions, link to building code, etc. and ability to generate list based upon permit type and inspection type.

R 116. Issue Stop Work order in the field; generate a fee or send a notice. Pass to other department for action.

R 117. Add photos to an inspection via mobile device.

R 118. Trigger a new Permit or Inspection during resulting process of scheduled Inspection.

Queries and Reporting Comments
R 142. Describe end user reporting tools to support standard and ad hoc reporting.

R 143. Describe user level query tools (i.e. wild card search, drop down lists, etc.) to facilitate look-up by parcel I.D., owner name, partial address, contractor name, project #, etc.

R 144. Reporting across modules on all standard and user-defined fields.

R 145. Date-range and parameter-based queries and reports.

I 146. Ability to modify standard reports to create and save new ones that can be shared or kept private.

R 147. Drill down to source transactions and attachments from queries and reports.

R 148. Reports generated within the software without having to utilize another software or transfer of data for reporting.

ATTACHMENT 4
SECTION 7 – TERMS AND CONDITIONS

City’s Rights Reserved
The City reserves the right to select the proposal which in its sole judgment best meets the needs of the City. The lowest proposed cost, though a major consideration, will not be the sole criterion for recommending the contract award. The recommended selection of the evaluation committee is final and subject only to review and final approval by the Committee and the City Council.

The City reserves the right to reject any or all proposals and to waive technicalities and informalities when such waiver is determined by the City to be in the City’s best interest.

The City reserves the right to retain all accepted proposals, including proprietary documentation, regardless of which proposal is selected. No proposals will be returned to vendors.

The City reserves the right to request any supplementary information it deems necessary to evaluate proposer’s experience or qualifications. This may include supplemental financial information, additional interview(s), and/or additional presentation by the proposer.

The City reserves the right to reconsider any proposal submitted at any stage of the procurement. It also reserves the right to meet with select proposers at any time to gather additional information. Furthermore, the City reserves the right to delete or add functionality (i.e., modules and components) until the final contract signing.

The City reserves the right to cancel, in part or in its entirety, this RFP, including, but not limited to: selection schedule, submittal date, and submittal requirements. If the City cancels or revises this RFP, all proposers will be notified in writing by the City.

The City reserves the right to revise the RFP prior to the date that proposals are due. The City will communicate changes through addendum to this RFP. All registered proposers will be notified of revisions to the RFP. The City reserves the right to extend the date by which the proposals are due.

The City reserves the right to split the award from this RFP between multiple proposals when such split award is determined to be in the best interests of the City.

The City reserves the right, in its sole discretion, to reject any and all proposals and to waive informalities and minor irregularities in any proposals received. Failure to furnish all information requested or to follow the format requested herein may disqualify the proposer, in the sole discretion of the City. False, incomplete, misleading or unresponsive statements in a proposal may also be sufficient cause for a proposal’s rejection.

This RFP does not commit the City to award a contract. All proposals submitted in response to this RFP become the property of the City and public records, and as such, may be subject to public review.

The City shall not be liable for any pre-contractual expenses incurred by prospective vendors or selected contractors, including but not limited to costs incurred in the preparation or submission of proposals. The City shall be held harmless and free from any and all liability, claims, or expenses whatsoever incurred by, or on behalf of, any person or organization responding to this RFP.

ATTACHMENT 4
If the successful proposer defaults, the City may award this RFP to the next best proposal and may recover the loss occasioned by the successful proposer against a surety bond, if any, or by suit against the successful proposer.

The City reserves the right to cancel, in part or in its entirety, this RFP including, but not limited to: selection procedures, submittal date, and submittal requirements. If the City cancels or revises the RFP, all interested firms will be notified.

All proposals submitted in response to this RFP become the property of the City and public records and, as such, are subject to public review.

Protest
Should any proposer question or protest the award of the contract, such question or protest must be furnished in writing to the Development Services Director within three (3) calendar days after the City notifies all proposers of its intent to award. Such submittal must fully explain the basis of the objection supported by all relevant information facts and details. Letter must be signed by an authorized representative stating specific reason(s) for the protest including all relevant facts (law, rule, regulation, and criteria).

Rejection of proposals
The City reserves the right to accept or reject any and all proposals or any portion or combination thereof, or award on the basis of the total bid. The City of Manteca reserves the right to reject any and all proposals, or to waive any informality or non- substantial irregularity in any bid.

Governing Law and Venue
In the event of litigation, the proposal documents, specifications and related matters shall be governed by and construed in accordance with the law of the State of California. Venue shall be with the appropriate state or federal court located in San Joaquin County.

Transfer of Interest
No interest in the contract shall be transferred to any other party without permission of the city.

Workers' Compensation
In accordance with the provisions of Section 3700 of the Labor Code, Consultant shall secure the payment of compensation to his employees. Consultant hereby acknowledges the following statement:

"I am aware of the provisions of Section 3700 of the Labor Code which require every employer to be insured against liability for workers' compensation or to undertake self- insurance in accordance with the provisions of that code, and I will comply with such provisions before commencing the performance of the work of this contract documents."

The Consultant shall take out and maintain during the life of the contract, Statutory Worker’s ATTACHMENT 4
Compensation and Employer’s Liability Insurance with limits not less than One Million Dollars ($1,000,000) for all its employees to be engaged in the work on the project under the Contract. Should any work be sublet, the Consultant shall require the subcontractor similarly to provide Worker’s Compensation and Employer’s Liability Insurance, all in strict compliance with State laws and to fully protect the City from any and all claims arising out occurrences on the work.

Proof of Carriage of Insurance
The consultant shall take out and maintain during the life of the Agreement all the insurance required by this section and shall annually submit certificates for review and approval by the City. Acceptance of the certificates shall not relieve the consultant of any of the insurance requirements, and shall not decrease the liability of the consultant. The City reserves the right to require the consultant to provide insurance policies for review by the City.

Consultant shall not commence work nor shall consultant allow any subcontractor to commence work under this contract until all required insurance and certificates have been delivered in duplicate to and approved by the City. Certificates and insurance policies shall include the following clause:

"This policy shall not be canceled or reduced in required limits of liability or amount of insurance until notice has been mailed to the City stating date of cancellation or reduction. Date of cancellation or reduction may not be less than ten (10) days after date of mailing notice."

Certificate of insurance shall state in particular those insured, extent of insurance, location and operation to which insurance applies, expiration date and cancellation and reduction notice.

Consultant shall be solely responsible for:

1. Compliance of subcontractors with insurance requirements; and

2. Other insurance coverage including but not limited to loss, theft, fire, property damage, and glass breakage.

Loss or Damage
The Consultant shall take and assume all responsibility for the work. The Consultant shall bear all losses and damages which may occur to said work or any part or portion thereof and in connection therewith to persons and/or property, and shall fully indemnify the City from and against the same.

The Consultant, subject to the limitations of Civil Code Section 2782, shall assume the defense of and indemnify and save harmless the City, officers and employees from every expense, liability or payment by reason of injury (including death) to persons or damage to property suffered through any act or omission, including passive and/or active negligence, of the Consultant, or any Subcontractors or anyone directly or indirectly employed by either of them, or from the condition of the premises while in the control of the Consultant or any ATTACHMENT 4
Subcontractors, or anyone directly or indirectly employed by either of them or arising in any way from the work called for by this contract, or any part of the premises.

Indemnification
The consultant has the entire responsibility for any and all injury to the public and to individuals.

The consultant expressly agrees to indemnify, defend and hold the City, its City Council, managers and employees free and harmless from and against any and all loss, liability, expense, claims, cost, suits and damages including attorneys’ fees arising out of consultant’s operation or performance under this Agreement.

Non Appropriation of Funds
Notwithstanding any of the foregoing provisions, if for any fiscal year of this agreement the governing body of the City fails to appropriate or allocate funds for future payments under the Agreement, City of Manteca will not be obligated to make any payments remaining unpaid beyond the fiscal period for which funds have been appropriate or allocated and either party hereto may terminate the Agreement as provided.

Termination
This Agreement may be terminated by City or Consultant at any time upon thirty (30) days written notice. In the event of termination, the Consultant shall be entitled to compensation for services performed to the effective date of termination, provided, however, that City may condition payment of such compensation upon delivery to the City by Consultant of any and all documents and materials prepared pursuant to this Agreement.

Failure to Perform
The City of Manteca, upon written notice to the Consultant, may immediately terminate this Contract should the Consultant fail to perform properly any of its obligations hereunder. In the event of such termination, the City may proceed with the work in any reasonable manner it chooses. The cost to the City of completing the Consultant’s performance shall be deducted from any sum due to the Consultant under this Contract, without prejudice to the City’s rights to recover damages.

Successful bidder not an agent of the City of Manteca
The right of general supervision of the City of Manteca shall not make the Successful Bidder an agent of the City; and the liability of the Successful Bidder for all damages to persons or to public or private property arising from the Successful Bidder's execution of The Work shall not be lessened because of such general supervision.

Public records
All responses to this RFP will become the property of the City. Once a final award is made, all bid responses, except financial and proprietary information, become a matter of public record and shall be regarded by the City as public records. The City shall not in any way be liable or responsible for the disclosure of any such records or portions thereof if the disclosure is made pursuant to a request under the Public Records Act.

ATTACHMENT 4
Attorney’s fees
In the event suit is brought by either party in connection with this agreement, the prevailing party shall have judgment for court costs and a reasonable attorney's fee.

ATTACHMENT 4

EXHIBITS

Exhibit A Pricing Summary
Exhibit B Customer References
Exhibit C Insurance Requirements
Exhibit D Sample City Contract
Exhibit E 2017 City of Manteca Development Fee Schedule

ATTACHMENT 4
Exhibit A Pricing Summary
Using the form provided in this Exhibit provide summarized pricing information for your proposed solution. Additional supporting documents may also be provided as supporting information to the summarized information on this page. Pricing must be fully comprehensive, complete, and list any available discounts. All one-time and recurring costs must be fully provided. This form will become the cover page to Section 3 of your RFP response. Additional backup documentation to support this summary may be provided.

Sub-Total Software
Implementation – Required Software Assumptions/Comments Implementation
Data Conversion
Training
Report Development
Integration
Travel
Other

Sub-Total Implementation
Annual Maintenance – Required Software Assumptions/Comments – State as % of Software List or Price Paid, plus CPI Factor used
Year 1
Year 2 through 10

Sub-Total Maintenance
Total Software, Implementation, Maintenance
ATTACHMENT 4
Exhibit B
Section 7 - Customer References – Existing Customers

Item Vendor Response
Client Reference No. 1 - Existing
Name
Number of Employees
Population
Contact Name
Contact Title
Contact Telephone Number
Contact E-mail Address
Products, Modules, Services Provided by Vendor
First Date of Business Relationship with Vendor
Go Live Date
Vendor’s rationale for including the specific reference (e.g., similar in size to the City)
Client Reference No. 2 - Existing
Name
Number of Employees
Population
Contact Name
Contact Title
Contact Telephone Number
Contact E-mail Address
Products, Modules, Services Provided by Vendor
First Date of Business Relationship with Vendor
Go Live Date
Vendor’s rationale for including the specific reference (e.g., similar in size to the City)
Client Reference No. 3 - Existing
Name
Number of Employees
Population
Contact Name
Contact Title
Contact Telephone Number
Contact E-mail Address
Products, Modules, Services Provided by Vendor
First Date of Business Relationship with Vendor
Go Live Date
Vendor’s rationale for including the specific reference (e.g., similar in size to the City)
ATTACHMENT 4
Exhibit B
Customer References – Prior Customers

Exhibit C Insurance Requirements

Commercial General and Automobile Liability Insurance
The Consultant shall take out and maintain in the name of the Consultant and as an additional insured, the City, during the life of the Contract, such Commercial General and Automobile Liability Insurance as shall protect the Consultant, the City, and its officials, officers, directors, employees and agents from claims which may arise from operations under this contract, whether such operations be by the Consultant, by the City, its officials, officers, directors, employees and agents, any subcontractors or by anyone directly or indirectly employed by any of them. Such coverage shall be at least as broad as: Insurance Service Office Commercial General Liability coverage (occurrence Form CG0001) and Insurance Service Form Number CA0001 (Ed.1/87) covering
Automobile Liability, Code 1 (any auto). This liability insurance shall include but not limited to protection against claims arising from bodily and personal injury and damage to property, resulting from the Consultant’s or sub consultant’s operations, including the use of owned or non-owned automobiles, products and completed operations. The amounts of insurance shall not be less than the following:

• Commercial General Liability: $1,000,000 per occurrence for bodily injury, personal injury and property damage. If Commercial General Liability Insurance or other form with a general aggregate limit is used, either the general aggregate limit shall apply separately to this project/location or the general aggregate limit shall be twice the required occurrence limit.
• Automobile Liability: $1,000,000 per accident for bodily injury and property damage. • Employer’s Liability Insurance: $1,000,000 per occurrence.

The following endorsements must be attached to the policy:
• The City must be named as an additional named insured under the coverage afforded with respect to the work being performed under the contract. • If the insurance policy covers on an “accident” or a “claims made” basis, it must be changed to “occurrence”.
• The policy must cover Personal Injury as well as Bodily Injury. • The policy must cover complete contractual liability. Exclusions of contractual liability.

Exclusions of contractual liability as to bodily injuries, personal properties and property damages. MUST BE ELIMINATED from the basic policy endorsements. This endorsement ATTACHMENT 4
may be satisfied by amending the definition of “incidental contract” to include written contract.
• Broad form property damage liability must be afforded. Permission is granted for deductible, which shall not exceed $10,000 without special approval of the City. • A certificate shall be provided which states that the coverage is PRIMARY INSURANCE and that no other insurance affected by the City will be called upon to contribute to a loss under this coverage.
• The policy must include a cross liability or severability of interest clause.

• Any failure of the Consultant to comply with the reporting provisions of the policies shall not affect coverage provided to the City, et al.
• Notice of Cancellation, non-renewal, reduction in limits, or material change, shall be sent to the City with at least thirty (30) days prior written notice by certified mail. • Insurance is to be placed with California Admitted Insurers with a Best’s rating of no less than A:XI
• The policy covers use of Non-owned Autos;

Should any insurance policy be materially changed before final completion of the work, and the Consultant fail to procure other insurance as herein required, immediately, the City may procure such insurance and deduct the cost thereof from any amounts due to the Consultant.

Insurance is to be placed with insurers acceptable to the City of Manteca’s Risk Management Department.

ATTACHMENT 4
Exhibit D
Sample Services Contract

AGREEMENT FOR PROFESSIONAL SERVICES
This Agreement is made and entered into this ____ day of _____, 20___, by and between the CITY OF MANTECA, a public body, corporate and politic ("City") and _____________, a ___________ corporation ("Consultant").

RECITALS
A. Consultant is specially trained, experienced, and competent to perform the professional services required by this Agreement.

B. Consultant possesses the skill, experience, ability, background, certification, and knowledge to provide the services described in this Agreement on the terms and conditions specified herein.

C. City desires to retain Consultant to render the professional services set forth in this Agreement.

AGREEMENT

1. Scope of Services. Consultant shall perform the __________ services described in the attached Exhibit A that is incorporated by this reference, and pursuant to the Proposal submitted by Consultant dated ______, and attached hereto as Exhibit B. Consultant shall provide these services at the time, place, and in the manner specified in Exhibit A, subject to the direction of the City through its staff that may be provided from time to time. Performance of the ______ services is sometimes referred to herein as “the Project.”

2. Work through City Staff. Consultant shall perform its services pursuant to this Agreement solely through City staff. No communications, information or documentations shall be made directly to any applicant to the City without the prior written consent of the City. This shall not apply to the sole request of information or clarification of information by Consultant from the applicant. All requests shall be noted to City in an expeditious manner.

3. Time of Performance. Consultant’s services will commence upon execution of this Agreement and shall be completed in accordance with the Schedule of Activities, attached hereto as Exhibit C. All work shall be completed no later than _______________. Failure to submit work products in accordance with the Schedule of Activities may result in the City withholding progress payments.

Repeated failure to complete work products in accordance with the Schedule of Activities may result in a reduction of the total compensation provided for in Section 4 herein.

4. Compensation. Without additional authorization from the City, compensation to be paid to Consultant shall not exceed _______________DOLLARS ($______). Payment by City under this ATTACHMENT 4
Agreement shall not be deemed a waiver of any defects, even if those defects were known to the City at the time of payment.

City shall pay Consultant no later than 30 days after approval of the monthly invoice by City staff.

Payments may be delayed by City if Consultant fails to provide services in accordance with the Schedule of Activities, unless the City has provided prior written consent to any delay in the schedule.

8. Ownership of Documents; Confidentiality.

Nor shall these materials be disclosed to any person or entity not connected with the performance of services under this Agreement. Nothing furnished to Consultant that is otherwise known to Consultant, or is generally known, or has become known to the related profession shall be deemed confidential.

Consultant shall not use City's name or insignia, photographs relating to the Project for which Consultant's services are rendered, or any publicity pertaining to the Consultant's services under this Agreement in any magazine, trade paper, newspaper, television or radio production, or other similar medium without the City’s prior written consent.

ATTACHMENT 4

9. Consultant's Books and Records.

11. Interest of Consultant.

Consultant further represents that, in the performance of its duties hereunder, no person having any such interest shall perform any services under this Agreement.

B. Consultant is not a designated employee within the meaning of the Political Reform Act because Consultant:
(1) will conduct research and arrive at conclusions with respect to its rendition of information, advice, recommendation, or counsel independent of the control and direction of the City, or of any City official, other than normal Agreement monitoring; and
(2) Possesses no authority with respect to any City decision beyond the rendition of information, advice, recommendation, or counsel. (FPPC Reg. 18700(a)(2).)
ATTACHMENT 4

12. Professional Ability of Consultant.

A. City is relying upon the professional training and ability of Consultant to perform the services hereunder as a material inducement to enter into this Agreement. Consultant shall therefore provide skilled professional and technical personnel to perform all services under this Agreement. All work performed by Consultant shall be in accordance with applicable legal requirements and shall meet the standard of quality ordinarily to be expected of competent professionals in Consultant's field of expertise.

B. The primary provider of the services required by this Agreement shall be ______________. A list of other individuals assigned to the Project will be provided to City for its review and approval, and these individuals shall not be replaced without the City’s prior written consent.

13. Compliance with Laws. Consultant shall use the customary standard of care in its profession to comply with all applicable federal, state, and local statutes, codes, ordinances, and regulations.

Consultant represents and warrants to City that Consultant shall, at its sole cost and expense, keep in effect or obtain at all times during the term of this Agreement, any licenses, permits, insurance, and approvals that are legally required of Consultant to practice its profession.

15. Indemnification and Hold Harmless. Consultant agrees to defend, indemnify, and hold harmless the City, its officers, officials, agents, employees, and volunteers, from and against any and all claims, demands, actions, losses, damages, injuries, and liability, direct or indirect (including any and all costs and expenses in connection therewith), arising out of Consultant’s performance of this Agreement, or Consultant’s failure to comply with any of its obligations contained in this Agreement; excluding, however, any claim arising out of the sole negligence or willful misconduct of the City, its officers, agents, employees, or volunteers.

16. Insurance Requirements.

A. Job specific insurance requirements can be found on the attached Exhibit 1. Other insurance provisions can be found below:

B. Endorsements. Each general liability and automobile liability insurance policy shall be with insurers possessing an A.M. Best's rating of no less than A:VII and shall be endorsed with language substantially as follows:
(1) The City, its elected and appointed officers, officials, employees, agents and volunteers are to be covered as additional insureds with respect to liability arising out of work performed by or on behalf of the Consultant, including materials, parts, or equipment furnished in connection with such work.
(2) The policy shall be considered primary insurance as respects the City, its elected and appointed officers, officials, employees, agents and volunteers. Any insurance maintained by the City, including any selfinsured retention the City may have, shall be considered excess insurance only and shall not contribute with it.
(3) The insurance shall apply to each insured and additional insured as though a separate policy had been written for each, except with respect to the limits of liability of the insuring company.

ATTACHMENT 4
(4) The insurer waives all rights of subrogation against the City, its elected and appointed officers, officials, employees, and agents. (5) Any failure to comply with reporting provisions of the policies shall not affect coverage provided to the City, its elected and appointed officers, officials, employees, agents, or volunteers.
(6) The insurance provided by the policy shall not be suspended, voided, canceled, or reduced in coverage or in limits except after 30 days written notice has been received by the City.
(7) The City will not accept any endorsements that were issued in 2004.

Acceptable endorsement forms are CG 20 10 11 85 or both CG 20 10 10 01 and CG 20 37 10 01.

D. Certificates of Insurance. Consultant shall provide to City certificates of insurance with original endorsements as evidence of the required insurance coverage. Certificates of insurance shall be filed with the City on or before commencement of performance of this Agreement.

Current certification of insurance shall be kept on file with the City at all times during the term of this Agreement.

17. Notices. Any notice required to be given under this Agreement shall be in writing and either served personally or sent prepaid, first class mail. Any such notice shall be addressed to the other party at the address set forth below. Notice shall be deemed communicated within 48 hours from the time of mailing if mailed as provided in this section.

If to City: City of Manteca
1001 W. Center Street
Manteca, CA 95337
Attention: _______________
If to Consultant: ________________________
________________________
________________________
Attention: _______________

19. Amendments. This Agreement may be amended only by a written document executed by both Consultant and City and approved as to form by the City Attorney.

20. Assignment and Subcontracting. The parties recognize that a substantial inducement to City for entering into this Agreement is the professional reputation, experience, and competence of Consultant. Assignments of any or all rights, duties, or obligations of the Consultant under this Agreement will be permitted only with the express written consent of the City. Consultant shall not ATTACHMENT 4
subcontract any portion of the work to be performed under this Agreement without the written authorization of the City. If City consents to such subcontract, Consultant shall be fully responsible to City for all acts or omissions of the subcontractor. Nothing in this Agreement shall create any contractual relationship between City and subcontractor nor shall it create any obligation on the part of the City to pay any monies due to any such subcontractor other than as may be required by law.

21. Waiver. Waiver of any breach or default under this Agreement shall not constitute a continuing waiver of a subsequent breach or default of the same or any other provision under this Agreement.

25. Mediation. The parties agree to make a good faith attempt to resolve any disputes arising out of this Agreement through mediation prior to commencing litigation. The parties shall mutually agree upon the mediator and shall divide the costs of mediation equally. If the parties are unable to agree upon a mediator, the dispute shall be submitted to JAMS/ENDISPUTE ("JAMS") or its successor in interest. JAMS shall provide the parties with the names of five qualified mediators. Each party shall have the option to strike two of the five mediators selected by JAMS, and thereafter the mediator remaining shall hear the dispute. If the dispute remains unresolved after mediation, either party may commence litigation.

ATTACHMENT 4

28. Prohibited Interests.

A. Consultant warrants that it has not employed or retained any person, other than a bona fide employee working solely for Consultant, to solicit or secure this Agreement. Further, Consultant warrants that it has neither paid nor agreed to pay any 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 any breach or violation of this warranty, City shall have the right to rescind this Agreement without liability.

29. Equal Opportunity Employment. Consultant represents that it is an equal opportunity employer, and it shall not discriminate against any subcontractor, employee, or applicant for employment because of race, religion, color, national origin, handicap, ancestry, sex, or age. Such nondiscrimination shall include, but not be limited to, all activities related to initial employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or termination.

30. Precedence. In case of conflict between Consultants’ Proposal dated ____ and this Agreement (which includes Exhibit A and Exhibit C) this Agreement and its exhibits shall take precedence over Consultant’s proposal.

This Space Purposely Left Blank
ATTACHMENT 4
TO EFFECTUATE THIS AGREEMENT, each of the parties has caused this Agreement to be executed by its duly authorized representative as of the date set forth in the introductory paragraph on page 1 above.

CITY OF MANTECA, CONSULTANT:
a public body, corporate and politic _______________________________ a ___________ corporation
By:__________________________ By:__________________________ Name: _______________________ Name: ________________
Title: Mayor Title: _________________
ATTEST:
_____________________________
_______________, City Clerk
APPROVED AS TO FORM:
_________________________
City Attorney
ATTACHMENT 4

EXHIBIT A

REQUEST FOR PROPOSAL
ATTACHMENT 4

EXHIBIT B
CONSULTANT’S PROPOSAL
ATTACHMENT 4

EXHIBIT C

SCHEDULE OF ACTIVITIES
ATTACHMENT 4
Exhibit E
2021 City of Manteca Development Fee Schedule
Attached
ATTACHMENT 4
11 ATTACHMENT 2
CONSULTANT’S PROPOSAL
ATTACHMENT 4
TruePoint SoluƟons Proposal
ATTACHMENT 4
ATTACHMENT 4
City of Manteca, CA
Request for Proposals for
Permitting System Software
Submitted by:
3262 Penryn Rd.

Suite 100-B
Loomis, CA 95650
Submittal Due
3:00PM
October 21, 2021
ATTACHMENT 4
ATTACHMENT 4
3 Transmittal Letter
October 21, 2021
Brad Wungluck,
Development Services Deputy Director
[email protected]
1215 W. Center Street, Ste 201
Manteca, CA 95337
RE: Manteca Request for Proposals for Permitting System Software Dear Mr. Wungluck and Evaluation Committee:

TruePoint Solutions – in partnership with Accela, Inc. – is pleased to present our response to the City of Manteca’s (the City) Request for Proposals to Implement an Electronic Permit System. This proposal is based upon our significant experience working on engagements of similar size and scope with Agencies very much like the City of Manteca over the last 30 years.

We hope to demonstrate this expertise in supporting the Accela Civic Platform on the following pages.

We are confident that the Accela Civic Platform solution offers the optimal functionality to meet the City’s needs. This, in addition to TruePoint’s experience, expertise, and qualifications with the Accela product will combine to provide a fully integrated, proven state-of-the-art solution.

We would like to take this time to thank you for your consideration in allowing us to demonstrate TruePoint’s successful strategy to implement a business critical solution for the City. We look forward to working with you and to the prospect of building a long-term relationship.

Regards,
Kent Johnson
TruePoint Solutions
(916) 259-1293 office
(916) 607-4490 mobile
(916) 256-1975 fax
www.truepointsolutions.com

COMPANY OVERVIEW
• TruePoint Solutions
Incorporated:
• 2004
• 48 employees
Professional Services:
• Business Analysis
• Configuration
• Data Conversion
• Report Development
• Event Scripting
• Interface Development
• Consulting
• Training
Industry:
• State and Local
Government
Industry Focus:
• Land Management and
Permitting
• Business and Trade
Licensing
• Code Enforcement
• Asset Management
• Electronic Document
Review
• Utility Billing
• IT Consulting
ATTACHMENT 4
4 ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
5 Table of Contents
TRANSMITTAL LETTER............................................................................................................................................3 TABLE OF CONTENTS..............................................................................................................................................5

1. EXECUTIVE SUMMARY .......................................................................................................................................7

2. REQUIREMENTS .................................................................................................................................................9

3. PRICING ........................................................................................................................................................... 19

4. IMPLEMENTATION........................................................................................................................................... 23 A. MS PROJECT PLAN: INCLUDING PHASES, TASKS AND TIMELINE..........................................................................................23 B. IMPLEMENT USING PHASES OR ALL MODULES AT ONE TIME................................................................................................24 Implementation Life Cycle...................................................................................................................................24 Project Management Approach..........................................................................................................................25 C. CITY RESOURCES.......................................................................................................................................................26 D. VENDOR RESOURCES.................................................................................................................................................27 E. PROCESS IMPROVEMENT ............................................................................................................................................27 F. CHANGE MANAGEMENT: TOOLS AND METHODOLOGY. .....................................................................................................28 Change Management Process Detailed Description ...........................................................................................28 Initiating a Change Request................................................................................................................................29 Change Request Analysis ....................................................................................................................................29 Change Request Resolution/Approval ................................................................................................................29 Change Request Implementation........................................................................................................................29 Tracking and Reporting.......................................................................................................................................29 G. DATA CONVERSION: TOOLS, METHODOLOGY, ETC. .........................................................................................................29 H. ENVIRONMENTS AVAILABLE (PRODUCTION, TEST, TRAINING, ETC.)......................................................................................30 I. TESTING: CONFIGURATION, TECHNICAL, USER ACCEPTANCE, ETC..........................................................................................30 J. TRAINING: APPROACH, RESOURCES AVAILABLE, DOCUMENTATION......................................................................................30 K. INTEGRATION: APPROACH, TOOLS, EXPERIENCE..............................................................................................................32 L. POST GO-LIVE IMPLEMENTATION SUPPORT....................................................................................................................32

5. SUPPORT.......................................................................................................................................................... 33 A. SYSTEM ADMINISTRATION..........................................................................................................................................33 Account Managers..............................................................................................................................................33 Customer Support ...............................................................................................................................................33 Customer Success................................................................................................................................................33 B. USER SUPPORT.........................................................................................................................................................34 C. SUPPORT FOR 3RD PARTY PARTNER APPLICATIONS ..........................................................................................................34 DigEplan Support and Hours of Operation..........................................................................................................34 D. SYSTEM ENHANCEMENTS ...........................................................................................................................................35 E. USER PROTECTION PLAN ............................................................................................................................................36 F. HOSTING OR CLOUD SERVICES .....................................................................................................................................36 G. ONLINE TRAINING / LIBRARY RESOURCES.......................................................................................................................37 Context-Sensitive Online Help .............................................................................................................................37 H. USER GROUPS AND CONFERENCES...............................................................................................................................38 I. SYSTEM BACK-UP, REDUNDANCY, DISASTER RECOVERY SERVICES .......................................................................................39 ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
6 6. TECHNOLOGY OVERVIEW................................................................................................................................. 41 A. OPTIONS FOR TECHNICAL ARCHITECTURE ......................................................................................................................41 B. HARDWARE SPECIFICATIONS FOR THE PROPOSED SOLUTION..............................................................................................41 C. MOBILE HARDWARE AND OPERATING SYSTEM SPECIFICATIONS .........................................................................................42 Accela Mobile......................................................................................................................................................42 D. SUPPORT FOR SERVICE-ORIENTED ARCHITECTURE...........................................................................................................43 Key SOA Features of Accela’s solutions...............................................................................................................43 E. REMOTE ACCESS CAPABILITIES, SUPPORTED TECHNOLOGIES ETC. .......................................................................................44 F. HOW SOLUTION SUPPORTS REMOTE TECHNOLOGIES AND ENCRYPTION ...............................................................................44 G. ESCROW AGREEMENTS, ETC. ......................................................................................................................................45 H. LANGUAGES, STRUCTURES OR FRAMEWORKS USED.........................................................................................................46 I. WHERE DOES DATA RESIDE? ........................................................................................................................................46 J. PREFERRED APPROACH FOR ACCESSIBILITY .....................................................................................................................46 K. TIMING AND FREQUENCY OF SOFTWARE UPDATES ..........................................................................................................47 L. INCLUDED IN ANNUAL MAINTENANCE ...........................................................................................................................48 M. MAINTENANCE ON ENHANCEMENTS OR CUSTOMIZATIONS. .............................................................................................48 N. DEFINE MAINTENANCE RESPONSIBILITIES ......................................................................................................................48 O. APIS OFFERED AND LANGUAGES SUPPORTED.................................................................................................................48

7. REFERENCES..................................................................................................................................................... 49

8. CONTRACT PERFORMANCE .............................................................................................................................. 53

9. RFP EXCEPTIONS .............................................................................................................................................. 55

10. CITY CONTRACT EXCEPTIONS ......................................................................................................................... 57 A. SAMPLE SERVICES CONTRACT......................................................................................................................................57 B. PORTIONS OF THE SAMPLE CONTRACTS NOT IDENTIFIED ...................................................................................................57

11. VENDOR CONTRACT SAMPLES ....................................................................................................................... 59 ACCELA SUBSCRIPTION SERVICES AGREEMENT (LINK BELOW)................................................................................................59 ACCELA-SOFTWARE-SUPPORT-SERVICES-POLICIES-SAAS .....................................................................................................59 ACCELA AVAILABILITY AND SECURITY POLICY (LINK BELOW)..................................................................................................59 ACCELA DATA STORAGE POLICY (LINK BELOW) ..................................................................................................................59 ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
7 1. Executive Summary
A letter of introduction signed by an authorized representative of the Firm that provides an executive summary of the Firm’s experience relevant to the scope of work described in this RFP.

Limit to 2 pages.

The City of Manteca Development Services Department is seeking an experienced and qualified vendor to provide a Permitting software system and implementation services that that satisfies the City’s entire functional and technical requirements.

The Accela Civic Platform will provide the City with fully integrated state of the art land use management, permitting, and code compliance/case management workflow automation.

TruePoint will work with the City as needed to modify existing business processes to accommodate best practices and industry standards.

TruePoint and our partner, Accela, are perfectly situated to provide the City’s desired integrated functionality and features: Electronic Workflow (e.g. applications, plan review, documentation, approvals, alerts, triggers, statuses, etc.)
• Document/Image Management or Links
• Permitting
• Inspections
• Electronic Plan Check / Submittal
• Planning / Entitlement Applications
• Property Information/Attributes
• Reporting and Query Tools
• GIS Integration
• Cash Receipting
• Citizen Access
In addition to the software functionality identified above, TruePoint’s Accela services team has a wealth of talent and experience with the professional services the City requires to ensure a successful implementation: The TruePoint implementation team will lead the project through all the typical project activities including:
• Project Management
• Software Installation and Configuration
• Business Process Review and Redesign
• Implementation Consulting
• Data Conversion Services
• Acceptance Testing Support
• Training
• Documentation
• Report Writing
• Software Maintenance and PostImplementation Support
Electronic Plan Review
We have also provided information on our electronic Plan Review partner of choice, DigEplan.

As one of the fastest growing electronic plan review solutions, DigEplan, in conjunction with TruePoint Solutions, are changing the game for our clients with respect to electronic plan review – working in conjunction with our E-government partners, reducing duplicated functionality, reducing costs of IT and providing a fully functional cloud solution that stakeholders involved in plan review accept and promote.

ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
8 Accela’s software offers the Permitting system that most closely meets the City’s requirements for flexibility and configurability, the functional requirements defined in the RFP, and which represent an open system architecture permitting interfacing to other internal and external systems.

In addition to the functionality mentioned in our Letter above, the Accela software will provide the following capabilities in terms of its user interface and other general system characteristics:
✓ Position the City to meet its current and future strategic objectives. ✓ Make information easily and broadly available to internal and external consumers of data.
✓ Streamline the application and permit approval processes and eliminate bottlenecks. ✓ Minimize manual processes, reduce paper, and increase usage of automation wherever possible.
✓ Automate manual tasks and improve permit efficiency.
✓ Minimize the use of shadow systems.
✓ Promote the adoption of best practices and the development of policies and procedures.
✓ Provide intuitive systems that are easy to navigate.
✓ Support query and reporting of data in the user’s desired format. ✓ Support or compliment the desired technical architecture. ✓ Ensure integration with other systems (Processing of Grading Permits and Tracking of Engineering Inspections, Integration with GIS, Integration with Finance, Integration with County Assessor Data, and Integration with the City’s document imaging system).

TruePoint will also work with the City to take advantage of technologies for electronic plan review with DigEplan or other vendors at the city’s discretion.

We appreciate your consideration. We are confident that our thirty plus years of experience in designing, implementing and supporting critical information systems much like yours will prove to be a major consideration in your decision-making process. We are excited about the possibilities that the future may offer and the potential for a very successful long-term partnership with the City of Manteca.

ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
9 2. Requirements
Completed Requirements document from Section 6 of this RFP. Complete as per the directions included in that document. Each Requirement must have a rating and a comment. Use the Word format and do not make any changes to formatting of this document.

City of Manteca, CA
Development Services Requirements
R = Required
I = Important
N = Nice to have
E = Explore
Vendor Background Comments

1. Company
▪ Company Name TruePoint Solutions
▪ Contact Person Name and Title Kent Johnson, Chief Executive Officer ▪ Contact Address, Phone, Email 3262 Penryn Rd., Suite 100-B Loomis, CA 95650

2. Company Information
▪ Public vs. Private Private
▪ Year Founded 2004
▪ Revenue and Income: Current and Prior Year 2019 – $7,390,485, 2020 – $8,280,738 ▪ Office Locations: Headquarters, Implementation, Support, Development
Sacramento, CA - Office
916 259 1293
3262 Penryn Road
Suite 100-B
Loomis, CA 95650
Tucson, AZ - Office
520 300 4175
7650 East Broadway Blvd
Suite 101
Tucson, AZ 85710
Incline Village, NV
774 Mays Blvd.
#10-377
Incline Village, NV 89451
▪ Nearest regional office to Manteca, CA Sacramento, CA - Office ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
10 ▪ Website www.truepointsolutions.com

3. Vendor Employee Count
▪ Company Total 48
▪ Proposed Software Division - Total 25
▪ Proposed Software Division - Support n/a
▪ Proposed Software Division - Development n/a

4. Number of Customers
▪ Proposed Software - Total TruePoint Accela customers– 120 Accela - 575
▪ Proposed Software - Total in US TruePoint Accela customers– 120 Accela – 530
▪ Proposed Software - Total in California TruePoint Accela customers– 49 Accela – 150
▪ Proposed Software - Total Cities TruePoint Accela customers– 74 Accela – 275
▪ Proposed Software - Total Cities in California TruePoint Accela customers– 35 Accela - 85

5. Target Customer Profile
▪ Target Industry Industry:
• State and Local Government
Industry Focus:
• Land Management and Permitting
• Business and Trade Licensing
• Code Enforcement
• Asset Management
• Utility Billing
• IT Consulting
▪ Sizing - Users and Population Unlimited

6. Implementation Model: Direct or Partner Both Direct and Partner

7. Version Schedule
▪ Current version and release date 22.2.1
▪ Typical release schedule Accela has a defined update schedule with minimally one major scheduled release per year, and other point releases as needed.
▪ Number of prior versions supported Three
Pricing Summary Comments

8. Software License:
▪ 30 Named and 10 Mobile Users. 15 for electronic plan
review.
30 Accela Subscription Users = $57,600
15 DigEplan Subscription Users = $12,420
ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
11 9. Implementation: Estimated total cost of all services including installation, training, configuration, integration, data conversion, travel, etc.
$262,120

10. Maintenance: Percent of software license cost and amount – Year 1 and Years 2-10
Maintenance is included in Yearly Subscription Cost
Accela Year 1 - $57,600 DigEplan Year 1 - $12,420
Accela Year 2 - $60,480 DigEplan Year 2 - $12,792
Accela Year 3 - $63,504 DigEplan Year 3 - $13,176
Accela Year 4 - $66,679 DigEplan Year 4 - $13,571
Accela Year 5 - $70,013 DigEplan Year 5 - $13,978
Accela Year 6 - $73,513 DigEplan Year 6 - $14,398
Accela Year 7 - $77,189 DigEplan Year 7 - $14,830
Accela Year 8 - $81,048 DigEplan Year 8 - $15,275
Accela Year 9 - $85,101 DigEplan Year 9 - $15,733
Accela Year 10 - $89,356 DigEplan Year 10 - $16,205

11. Database: License and maintenance costs Included

12. Other: Hosting, licensing, subscription, etc. Itemized above in item 10

13. Total Cost – Year 1 $319,720.00 (without Laserfiche integration option)

14. Total Cost – 10 Years $1,186,588.00
Modules Comment
s
R 15. Permitting and Land Management 4
Modules for Building, Planning, Engineering and Fire will be provided
R ▪ Include component or submodule for Planning and
Engineering
4 R 16. Inspections 4
E 17. Code Enforcement 4
Code Enforcement can also be configured in Accela
R 18. Queries and Reporting 4
SSRS, Crystal, Accela Ad-hoc or Power BI can be used
Technology Comments and Rating
R 20. Preference for MS Windows Server 2016 Datacenter Platform. 4 We are proposing Azure hosted MS SQL
R 21. Preference for MS SQL Server 2016 database. 4
▪ Database: List % of installs by database. 4
70% SQL
30% Oracle
▪ Platform: List % of installs by platform. 4
70% Azure SaaS hosted
30% On-prem installations
R 22. Ability to run on Virtual Machines, e.g. VMware. 4 Yes, but we are proposing SaaS hosted
R 23. Web-enabled or Web-based architecture with published open API’s.
4 Accela provides a robust Construct API
ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
12 R 24. Compatible with Windows 7 or higher desktop client, 64-bit. 4 Yes, however Windows 7 support is being phased out
R 25. Role-level security to menu, screen and field level. 4 R 26. Single sign-on: MS Active Directory, LDAP compatible. 4 R 27. Microsoft Office integration with Word and Excel (mail merge, letters, data extraction, reporting etc.).
4 There are various built-in integrations with MS Office from Accela or with the reporting tools
R 28. Interoperability with Exchange 2016 and Outlook – email generation, calendaring, etc. Describe functions supported. 4 The Accela communication manager can be configured so incoming emails can be linked to records in the
communications tab.

N 29. Instant Messaging from desktop or dashboard. 4
N 30. System-generated text messages.
4 R 31. List integration technologies, e.g. Web Services, SOA, XML, etc. 4 Accela Construct API
R 32. Indicate experience integrating with software listed and method proposed (Web Services, API preferred):

R a. Esri 10.5.1 Geodatabase 4
Accela has standard integration built in for ArcGIS
I b. PDF Editor – Electronic plan review 2
Accela can work with various EDR vendors including
ePlanSoft. For this proposal we are proposing an integration with DigEplan for Electronic Plan Review however we can discuss various options to meet your needs.

R c. IVR – Inspection requests 2
If IVR integration is require we recommend Selectron IVR R d. Tyler/New World ERP 2017.1 – GL, AP, AR, Utilities 2 Typical method would be to create export files that are imported to the financial system
R e. Tyler/New World ERP Cashiering – Central cashiering 2 Accela cashiering can be used for all payment transactions.

If Accela payments will be received in Tyler an API
integration will need to be scoped out.

E f. Tyler/New World ERP Payroll – import employee cost information for customer billings
2 Cost information is maintained at the user level in Accela.

Import routines can be created to update this information.

I g. GoGovApps/GoRequest – Mobile Citizen app for Code
Enforcement and Citizen Request Management
4 Accela provides off the self-mobile functionality. If integrations are required to 3rd party APP’s a Construct API integration will need to be scoped
R 33. Indicate degree of Esri GIS integration and compatibility/ experience with Esri’s Local Government Model for GIS data. 4 Accela AGIS provides integration to ESRI Arc GIS
R 34. Scan into document imaging system and create link to records in multiple formats including PDF, JPEG, TIF, DWG, Word, Excel, etc.
3 Accela provides a “Scan as Attachment” option to scan files to Accela ADS. if a 3rd party document system integration is required a custom adaptor will need to be built.

R 35. Identify which Operating Systems and device types are supported for mobile access.
4 iOS (Phone or IPad)
Android(Phone)
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13 R 36. Describe functions supported via mobile devices, e.g. approvals, inspection scheduling and resulting, Code Case entry, etc. 4 Record creation, inspections scheduling and resulting, image capture and viewing, viewing of all record information, updates to record information
I 37. Store and forward mobile data entry for areas with poor or no mobile network connectivity.
4 I 38. Online Data Dictionary. 3
Data Dictionary is not on-line via the web but is provide to you once you are a customer
E 39. Describe internal and external Web/Portal functions supported.

Prefer ability to apply, estimate fees, make payment, schedule inspections, look up parcel data, check zoning, and check Permit status and print simple Permit types or licenses.
4 Record searching and viewing for all permit information, application intake, fee estimation, fee payment, parcel information lookup, inspection scheduling, document intake and resubmittals, reports printing including permits and receipts.

General Requirements Comments and Rating
R 40. Configurable role-based dashboards to present reports, tasks, notifications, etc.
4 R 41. Audit Trail with user, date, time stamp throughout all modules.

Before/after history is Important.
4 R 42. User configurable menus, screens, fields and tabs. 4 R 43. Searchable online help and user manuals; context sensitive help is Important.
4 I 44. Role-tailored screen forms by operational group. 4 R 45. Rules-based multi-level workflow; concurrent, sequential, by Permit type, complaint type, etc. with ability to add an approver while in process.
4 R 46. Digital signatures for reviews, approvals, etc. 4 R 47. Rules-based alerts or notifications triggered by actions or dates, e.g. property ownership changes.
3 Business automation can be configured using a robust
business automation layer
R 48. Attach files to transactions within the system they relate to. 4 R 49. Global record repository of data. Enter field data once, update across all records, modules, and departments.
4 R 50. Track parcel genealogy including parent/child relationships, splits, merges, retired parcels, etc.
3 Accela has Parcel Genealogy features if Parcel information is maintained in Accela. If Parcel information maintained in GIS and only leveraged/consumed by Accela then Accela
Parcel genealogy features are not available and are likely tracked in GIS
R 51. Configurable forms tools to create electronic applications that can be routed for approval and update transactions.
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14 R 52. Compliance with State and Federal reporting requirements, e.g. Strong Motion Fee reports.
4 I 53. Manage California Environmental Quality Act data (CEQA):
filing date, level of review, contracted studies, notes, documents, deadlines, etc.
4 Permitting and Land Management Comments and Rating
Land Records, Master File and Activity
R 55. Tie a Parcel to an Assessor Parcel Number (APN). 4 R 56. Capture parcel history including parcel changes, street name changes, subdivisions, zoning, etc.
4 R 57. Capture Parcel Address, Sub-Lots, Legal Description (Plat), Property ID, Geo-parcel ID, Lat./Long coordinates, etc. 4 I 58. Convert temporary address record to final address within the same record.
4 R 59. Unlimited Permit categories, types and sub-types with unique fees for each, e.g. Building, Commercial, Residential, Fire, etc. 4 R 60. Manage Tract Permits: Multiple Permits, same subdivision with different plan types, square footages, etc. Submitted 10 at a time. Would like ability to copy and clone multiple Permits in a single action.
4 R 61. Calculate Base Building Permit fee based on valuation of project
4 R 62. Add additional fees to Base Building Permit fee, e.g. add 85% for Plan Check Fee; 5% for plan retention fee, and aggregate for total Permit fee.
4 R 63. Calculate non-valuation Permit fees, e.g. Plan Check hourly fee, Demolition – 0-3000 Sq. Ft. = $374 plus $174 for each
additional 3,000 square feet, Kitchen Remodel $359, etc. 4 R 64. Date effective fee updates and maintain a history. Also, Ability to determine fees based upon application date OR Issuance date with the setup of each fee determining.
4 R 65. Unlimited Permit line item charge codes with unique General Ledger distribution for each.
4 R 66. Import and export functionality with Tyler/New World ERP land data.
2 Custom integrations would need to be built
R 67. Define Permitting activities or checklists including application intake; ensure all data is gathered and all steps followed for completion.
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15 R 68. Attach a Permit to a line, road, or polygon or no parcel (IE Master Plans where no construction is occurring needs to occur). 4 Accela is designed to be Parcel Centric however
records can be associated to various GIS features
R 69. Manage Pre-Application process; schedule meetings (Outlook), review committee comments and
recommendations list for Permit application submittal, etc.

Retain data and attach documents for historical purposes. 4 R 70. Online Permit application submittal. Online fee estimator tool is Important.
4 R 71. Initiate an activity in the system via parcel map. 4 R 72. Track multiple contacts and addresses for a Permit (e.g.

Applicant, Owner, Contractor, Architect, Electrician, etc.). 4 R 73. Support electronic submission of plans and attach to a Permit application.
4 R 74. Link related Permits. 4
R 75. Produce required notification for specific Permit types based on polygon or buffer zone on map.
2 With Accela GIS and ArcGIS integration
R 76. Track and manage time elapsed for review process based on calendar days, business days or both. Stop clock if sent to applicant for correction and restart once resubmitted.
4 R 77. Track, manage and report on Projects; all Permits and Activities.
4 I 78. Track and report on Project status including milestones, hearing progress, due dates, legal notification dates, etc. 4 I 79. Capture 256+ character Project description field in master file and related Permits.
4 R 80. Capture Project contact management data and activities including calls, emails, attachments; property owner,
applicant, contractor, sub-contractor, etc.
4 I 81. Track Project change management and change history. 4 All project history can be tracked in Workflow, Comments, Communications Log and other various system
components
R a. Ability to make changes to permit type or information after permit has been created
4 Review
I 82. Manage routing of Permit review to external parties. 4 R 83. Define library of comments and conditions that can be selected and added to Permits, letters, notifications, etc. or allow freeform text.
4 R 84. Large notes field for recording review comments (256+ characters) with ability to cut and paste from Word
document.

Indicate characters available.
4 R 85. Dashboard view of reviews required by department. 4 ATTACHMENT 4
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16 R 86. Notify of past-due workflow review; escalation to next level approver is Important.
4 I 87. Date and time tracking for Permit processing and review activities; report on intervals for each step.
4 R 88. Electronic Plan Review, with comments, markup and signature by multiple reviewers. Describe tool proposed.
2 DigEplan is being propose for Electronic Plan Review
R 89. Capture and consolidate Permit review comments and approve/deny status by reviewer into a single notification. 2 With DigEplan
R 90. Charge staff review or inspection time at actual pay plus overhead, time and materials, or flat fee by department.

Generate invoice to customer or apply against deposit or Plan Review fees. Ability to track hours by activity is Important. 4 I 91. Support zoning review at time of Permit application. 4 R 92. Online Permit review approval queue. 4
R 93. Permit corrections or changes trigger workflow for all required approvers.
4 I 94. Date effective Permits with expiration dates and ability to extend expiration date.
4 I 95. Alert, notification or report when nearing Permit expiration date (e.g. within 30 days).
4 R 96. Assess 1% fee to Permits for Seismic Retrofit Program, with separate General Ledger distribution; ability to pass to Finance Department for payment.
4 R 97. Disallow Permit printing if mandatory fields, fees, holds, or inspections are missing.
4 I 98. Manage transactions related to Developer Deposits, e.g. initial deposit, Permits issued, etc.
4 I 99. Track multiple Deposit accounts to a single developer. Apply draws against specific Permit case.
4 Accela Trust Accounts
Inspections
R 100. Define multiple inspection types with sub-categories, hierarchies and checklists.
4 I 101. Interface with IVR for applicant inspection requests. 2 If IVR capabilities are required we recommend Selectron but over integration are possible
R 102. Online applicant request for inspections in A.M. or P.M. and ability to schedule time on back-end.
4 R 103. Support scheduling of inspections; prefer integration with MS Outlook Calendar, specific appointment times, etc.
1 – Accela has internal calendars but is not integrated to MS Outlook
R 104. Set default inspector based on Permit type and assigned area; track assignment based on actual inspector, not assigned one. 4 I 105. Reassign all inspections from one Inspector to another. 4 I 106. Assign a combination of inspectors for Commercial Permits by type and area, e.g. Area 5 is assigned specific inspectors. 4 ATTACHMENT 4
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17 R 107. Generate route map using Google, or ESRI Map interface. 4 I 108. Create a packet of documents required for inspection, e.g. images, maps, grade plans, improvement plans, etc.
4 R 109. Add an inspection while in process; not pre-defined. 4 R 110. Mobile and in-office update of inspection results; pass/fail, correction notices, re-schedule, status, etc. iPhone preferred. 4 I 111. Group all inspections for routing at a single site. 4 Inspections can be managed from the Inspection Portlet
I 112. Mass inspection resulting, e.g. development tract, all pass foundation inspection.
4 Inspections can be managed from the Inspection Portlet I 113. Auto-generate Certificate of Occupancy once all inspections are finaled.
4 I 114. Post inspection status on Web site or Portal in chronological order.
4 I 115. Dropdown list to choose and populate correction notices with standard language, code descriptions, link to building code, etc. and ability to generate list based upon permit type and inspection type.
4 Accela Standard comment feature
R 116. Issue Stop Work order in the field; generate a fee or send a notice. Pass to other department for action.
4 Available with business automation scription
R 117. Add photos to an inspection via mobile device. 4 R 118. Trigger a new Permit or Inspection during resulting process of scheduled Inspection.
4 Queries and Reporting Comments
R 142. Describe end user reporting tools to support standard and ad hoc reporting.
4 Accela has a robust ad-hoc reporting tool and also supports SSRS, Crystal and Power BI reporting
R 143. Describe user level query tools (i.e. wild card search, drop down lists, etc.) to facilitate look-up by parcel I.D., owner name, partial address, contractor name, project #, etc.
4 Most Accela components have search buttons that allow for entry of multiple search parameters.

R 144. Reporting across modules on all standard and user-defined fields.
4 R 145. Date-range and parameter-based queries and reports. 4 I 146. Ability to modify standard reports to create and save new ones that can be shared or kept private.
4 R 147. Drill down to source transactions and attachments from queries and reports.
4 R 148. Reports generated within the software without having to utilize another software or transfer of data for reporting. 4 ATTACHMENT 4
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18 ATTACHMENT 4
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19 3. Pricing
Completed Pricing summary using Exhibit A of this RFP. Indicate costs for software, implementation and maintenance. Pricing must be fully comprehensive, complete, including all taxes, and list any available discounts or CPI increases. Pricing must be valid for at least 180 days from response submission date. All one-time and recurring costs must be fully provided.

Software: Provide estimates for user counts defined in this RFP.

Maintenance: Indicate the estimated total dollars and percent of software license cost plus any CPI changes that might be incurred in years 2 – 10.

Note: Additional pricing information can be supplied if it clarifies or provides relevant detail to your estimate.

Exhibit A Pricing Summary
Using the form provided in this Exhibit provide summarized pricing information for your proposed solution. Additional supporting documents may also be provided as supporting information to the summarized information on this page. Pricing must be fully comprehensive, complete, and list any available discounts. All one-time and recurring costs must be fully provided. This form will become the cover page to Section 3 of your RFP response. Additional backup documentation to support this summary may be provided.

City of Manteca
Permitting System – Pricing Proposal
30 Named Users + 10 Mobile Users
Software
Required Modules/Functional Areas: $ Assumptions/Comments Permitting and Land Management $57,600 30 User subscriptions (5% yearly uplift) Inspections Included
Reporting and Query Tools Included
Electronic Plan Review $12,420 15 User subscriptions (3% yearly uplift) GIS Connector Included
Sub-Total Software
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20 Implementation – Required Software Assumptions/Comments Implementation $158,700 PM, Analysis, Scripting, Mobile, Citizen Portal, AGIS, UAT, Go Live
Data Conversion $39,000
Training $12,540
Report Development $12,000
Integration 30,600
Travel $9,280
Other
Sub-Total Implementation $262,120
Annual Maintenance – Required Software Assumptions/Comments – State as % of Software List or Price Paid, plus CPI Factor used
Accela Year 1 $57,600 yearly subscription pricing
Accela Year 2 through 10 $666,886
DigEplan Year 1 $12,420 yearly subscription pricing
DigEplan Year 2 through 10 $129,961
Sub-Total Maintenance $866,867
Total $1,128,987 Software, Implementation, Maintenance
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21 We have also provided an Itemized breakdown in TruePoint format below:

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22 ATTACHMENT 4
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23 4. Implementation
An overview of Proponent’s implementation method including examples / recommendations for:
a. MS Project Plan: including Phases, Tasks and Timeline.

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24 b. Implement using phases or all modules at one time.

TruePoint prefers to implement all modules at one time and will deliver its Services to the Agency by employing a 6-stage process described below. This is a proven methodology that guides the project from inception to deployment, thereby increasing the chances of successfully implementing Accela software products. Project delivery through execution of this Implementation Life Cycle is described below and will be delivered in an “Agile Like” approach.

Implementation Life Cycle
Execution of these six stages ensures that customers receive high-quality services throughout the project engagement.

Figure 1 - Implementation Life Cycle
As illustrated in the figure above, the stages of project delivery flow in linear direction, although many tasks run in parallel as appropriate to avoid unnecessary project delays. Each stage has pre-defined objectives, tasks, and associated deliverables. Depending on the exact scope of the project, a full complement or subset of all available deliverables will be delivered through the services defined for the project. Employing this deliverables-based approach ensures that TruePoint and the Agency understand the composition and ‘downstream’ impact of each project deliverable to ensure the project is delivered with quality and in a timely manner.

Initiation represents the first stage in the lifecycle. During the Initiation stage, project contracts and the SOW are finalized, project scope and objectives are reviewed, and project planning activities and deliverables are completed.

Analysis is the second stage in the lifecycle. During the Analysis stage, TruePoint reviews existing agency documentation, interviews agency staff, and conducts workshops to understand the “To-Be” vision of the Agency that can be executed with the aid of Accela Civic Platform. It is during this Phase that TruePoint gains a deeper understanding of Agency processes and business rules; simultaneously, the Agency begins to gain a deeper understanding of the methodology and Accela Civic Platform capabilities. A key output of this Phase is the To-Be Analysis Document(s) which serve as the ‘foundation’ for configuration of Accela Civic Platform to support germane elements of the Agency “To-Be” vision. Supplementing the To-Be Analysis Document(s) are all other configuration specifications documents related to data conversion, interfaces, reports, and event scripts.

Configuration is the third stage in the lifecycle. It begins upon completion of Stage 2 and should be completed prior to the next stage, Build. During the Configuration stage, Accela Civic Platform will be built to match the to-be processes agreed to in the Analysis stage. Essential to ATTACHMENT 4
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25 this effort is the configuration of the Record (Case, Application, Permit, etc.) types that were agreed to during the Analysis phase.

Build serves as the fourth stage in the lifecycle, and execution of this stage overlaps Configuration, but ends after Configuration is complete. During the Build stage, all defined elements during the Analysis stage beyond the Configuration will be implemented. This includes conversions, business rule scripts, interfaces, and reports.

Readiness is the fifth stage in the lifecycle. During the Readiness stage Accela Civic Platform is fully tested, errors are identified, documented, and corrected. Additionally, the solution is prepared for deployment. In addition, system administrators and end users are trained so that all appropriate agency staff members are prepared to use and maintain the software once the move to production occurs.

Deploy is the sixth and final stage in the lifecycle. During the Deploy stage the applications are moved to production; all requisite pre-production activities are identified, tracked, and completed, and post-production analysis and review is completed. After moving to production, project knowledge transfer is performed to transition to the Accela Support for ongoing support and maintenance. A formal introduction will occur between the Services team and the Accela support that instructs the agency on available communication channels (telephone, email, online tracking system) and use of the Accela knowledge base Project Management Approach
As noted above, TruePoint will use a proven Implementation Methodology in the building, testing, and deployment of the new solution. Our methodology is a four-stage approach to project implementation wherein all related objectives, activities and deliverables are identified.

The Project Manager will lead our project team to ensure all tasks are progressing according to schedule. The PM is empowered to make decisions to best suit the Agency’s needs. The PM will work closely with the remainder of our proposed project team, which comprises industry professionals who are highly experienced in implementing our solutions. We present details regarding the qualifications and experience of this exceptional team later in this section. Project management services are defined as the following activities:

Development and Management of a Project Plan: Our project management team will develop a realistic and detailed project plan that will serve as the timeline for all activities comprising this implementation. The project plan is a Microsoft Project document, and will be updated periodically. All status updates will include the most recent update to the project plan, as required.

Issue Log Management and Escalation: During scheduled implementation meetings, it is incumbent upon our Project Manager to identify and bring forth discussion on any issues for immediate resolution. The PM will ensure the ongoing maintenance of an issue log, wherein issue severity, resolution, assignments, and timelines are documented throughout the implementation.

Status Reporting: We will provide a bi-weekly status report that outlines completed tasks, upcoming tasks and resources needed, an updated version of the project plan, and a listing of any issues that may place the project at risk (e.g., issues that may delay the project or jeopardize one or more of the go-live dates).

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26 Change Management: Change management is handled at the operations management level, where our Project Manager is empowered to make decisions and approvals relative change. Often change orders can be affected through appropriate management of other tasks, without change in costs or significant changes to project timelines. All change orders will be documented and approved prior to execution.

Resource Management: Effective management of all technical resources is imperative. With guidance from our executive team, our Project Manager is empowered to make decisions on how, when, and where resources are allocated to specific activities throughout the implementation.

Executive Project Oversight and Quality Assurance: A regional services team leader will provide executive level oversight and, in partnership with Town staff, review quality testing results.
c. City Resources
City Resources: Role, Responsibilities, Average Estimated Time per Month.

When staffing the implementation, it is important to consider available resources, internal skills, competing priorities, and project timing. The table below represents TruePoint’s recommended agency-side staffing to support this implementation. During the stages of the project the roles below will need to dedicate a few hours a week to 20 hours a week at some points.

City Resources Responsibilities
Project Sponsor • Ultimate responsibility for the success of the project • Creating an environment that promotes project buy-in
• Driving the project through all levels of the City
• High-level oversight throughout the duration of the project • Serving as the primary escalation point to address project issues in a timely manner (Average 8 hours per Month)
Project Manager • Overall administration, coordination, communication, and decisionmaking associated with the implementation • Planning, scheduling, coordinating and tracking the implementation with TruePoint and within the City
• Ensuring that the project team stays focused, tasks are completed on schedule, and that the project stays on track (Average 36 hours per Month)
Division/Departmental
Business Leads
A user representative for each affected department must be appointed to facilitate analysis and configuration and serve as a decision-making entity for that group. These critical appointments may well determine the success of the implementation for their respective areas. (Average 60 hours per Month but time will vairy based on the stage of the project)
Responsibilities include:
• Attending requirements workshop sessions
• Willing and able to gather data and make decisions about business processes
• Assist in the creation of specifications for reports, interfaces & conversions
• Review and test the system configuration, reports, conversion, interfaces
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27 • Participating in the implementation of the Accela solution Division/Departmental
Subject Matter Expert
(SME)
(Average 60 hours per Month but time will vairy based on the stage of the project)
Responsibilities include:
• Being trained on the Accela system at a System Administration level • Being fully engaged in the Business Analysis and system configuration activities
• Assist internal efforts towards the creation of reports, interfaces & conversions
• Assist in the review and testing of the system
• Actively participate in the full implementation of the Accela solution Technical Lead Responsibilities include:
• Primary responsibility for the technical environment during the software implementation
• Act as the primary technical resource for troubleshooting problems • Work with TruePoint technical personnel during implementation d. Vendor Resources
Vendor Resources: Role, Responsibilities, Average Estimated Time per Month.

The TruePoint team being proposed will be made available to work on the project. The proposed roles are as follows.
• Keith Hobday – Executive Oversight (16 hours per month) • Michele Niccore – Project Manager/implementation specialist (80 hour per month) • Erica Rodriquez – Analysis and Configuration Specialist (100 hour per month) • Joe Cipriano – Conversion Specialist (Full time during the conversion phase of the project)
• Erin Griffith – Report Specialist (Full time during the report creation phase of the project)
e. Process Improvement
Process Improvement: approach to process improvement through implementation. The City’s preference is to modify processes where necessary to leverage best practices offered by the software.

TruePoint Solutions will lead the business analysis efforts for this project. TruePoint will first meet with designated City staff to participate in Business Requirement Design (BRD) meetings. The purpose of these meetings will be to document the business workflow requirements for each of the included application workflows.

During these meetings, it is expected that the team will review the following:

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28 • Existing documentation related to both As-Is and To-Be workflows (as available) • Current application types and workflows being used by the City • Review of existing reports and printable forms
• Discussion of Best Practices use with the Accela product By using this approach, the team will be able to identify process improvements that allow the City to leverage the capabilities of the Accela solution suite and streamline workflows as they are developed within the new system.
f. Change Management: tools and methodology.

The Change Management Process begins with a formally completed Change Request Form (CRF). The CRF is then submitted through the internal channels of the City. Once approved by the City, the CRF is then submitted to TruePoint Solutions Project Manager. Within TruePoint the CRF will be reviewed for scope, budget, and resource requirements. All submitted Change Requests will be reviewed and an initial recommendation given within 24 to 48 hours.

Change Management Process Detailed Description
The Change Management Process identifies, manages, and tracks change requests through completion. The CMP provides a standardized method for dealing with change requests. This method provides for analysis and approvals that consider the impact of the change on the entire project.

Any stakeholder can request or identify a change. The stakeholder, as a Change Request Originator, uses a Change Request Form (CRF) to detail the request. If deemed complete and appropriate, the CRF is submitted to the City PM.

The City PM is the controller for the Change Management Process. The City PM maintains Change Requests and related documents. The City PM monitors and tracks the change request as it moves through the appropriate steps.

The City PM logs the Change Request. The City PM works with the originator to analyze the CRF to determine possible solutions and their impact on the item to be change, users affected by the change, project costs, project scope, and project schedule. After review for completeness and approval, the City PM submits the Change Request to TruePoint PM.

The section below breaks down the Change Management Process into five functions and describes the detailed steps that take place within each function. The functions are:
• Change Request Initiation
• Change Request Analysis
• Change Request Resolution/Approval
• Change Request Implementation
• Change Request Verification
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29 Initiating a Change Request
The Change Management Process begins with the completion of a Change Request Form (CRF).

The proposed change request is reviewed by the City PM who obtains all City required approvals for submitting a Change Order.

Change Request Analysis
The Change Request Analysis is performed internally according to City policy. The analysis should consider possible solutions and the impact on the items to be changed and upon other configured items, users, stakeholders, project costs, and the project schedule.

Change Request Resolution/Approval
The City PM reviews the new change requests and determines one of the following dispositions:
• Reject and return to the CR originator
• Return to the CR Originator for additional analysis or rework • Defer CR for later consideration
• Accept for additional analysis and decision and requests a Change Request Analysis • Approve CR for implementation
Change Request Implementation
When a Change Request has been approved then it is forwarded to the TruePoint PM.

Tracking and Reporting
The City PM monitors the Change Requests and provides a status report to the City Core team and the TruePoint Project Manager to ensure new CRs and recently completed CRs are clearly documented. The Coordinator tracks the resolution due dates and reports overdue items at the weekly City Project Team Meeting.
g. Data Conversion: Tools, Methodology, etc.

Data Conversion: tools, methodology, experience with conversions from Tyler NewWorld, recommendation for data to be converted.

Data conversion of historic/legacy data from Legacy Data is a critical activity for the success of this project. The TruePoint team is highly experienced in planning for and executing these activities and will work closely with Agency staff to ensure a successful transition of data. For conversions, it is expected and anticipated that the Agency will provide resources knowledgeable with the historical data to assist in the data migration/conversion effort.

TruePoint will conduct Analysis/Mapping and Data Conversion Development for the Legacy Data. TruePoint has converted date to Accela from many different but has not currently done any Tyler NewWorld conversion to Accela.

Historical Data Conversion Analysis
TruePoint’s anticipation is to convert all Historic data from Community Core, Excel and Access for : Permit History, Status, Address, Parcel, Owner, Custom Fields, Fees, Inspections, as well as all other appropriate data elements into the new Accela configuration.

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30 TruePoint will create a Data Conversion Mapping Document detailing the data conversion process, mutually agreed upon requirements and mapping of Agency’s historical data into Accela Civic Platform. Agency Responsibilities include:
• Provide historical data in acceptable formats.
• Provide subject matter experts on the data source to aid TruePoint in identifying key components of the historical data
• Provide subject matter experts on the historical configuration to aid in the data mapping process
Historical data Conversion development
Upon Agency approval of the Historical Data Conversion Specifications document, TruePoint will provide a program(s) to migrate appropriate historical data into Accela Civic Platform. Upon receipt of the conversion from TruePoint, the Agency DBA will load the data into the SUPP environment for validation.

TruePoint is budgeting for two test conversion runs and one go-live run h. Environments available (production, test, training, etc.) Accela will also provide three environments for SUPPORT, TEST and PRODUCTION. This allows the City to develop and test new changes after go-live in non-production environments before moving to production.
i. Testing: configuration, technical, user acceptance, etc.

TruePoint will work closely with the City’s project team using an agile approach to listen, prototype, demo and test each component of the Accela implementation as it is configured. It is important to demo and transfer knowledge as we go to make sure there are no surprises at a later date in the project.

TruePoint will also provide support for training, oversight, answering questions and addressing issues discovered in User Acceptance Testing. TruePoint will aid the Agency by providing User Acceptance Testing (UAT) support and a defined testing process. TruePoint will address and rectify issues discovered during the UAT process as Agency staff executes testing activities.

In the end the implementation will be heavily tested during unit testing, revisited during training and final tested and approved during User Acceptance training (UAT). j. Training: Approach, Resources available, Documentation A group of “power users” will be trained on the configuration tools of the software to make some of the necessary configuration or administrative changes for their departments or groups.

This would include form design changes, field text changes, adding or taking away drop-down values, workflow configuration and fee schedule updates.

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31 Technical operations staff and support staff for the proposed system.

Technical operations staff will be trained on advanced configuration topics like java script writing, expression builder creation, data base schema training and report writing to support the end user and power user implementation needs.

Training Methods
On-site or remote training courses are available in a traditional classroom setting and are led by a TruePoint training professional.

Once the system is in active use, there are several recommendations for the continuation of training for Agency staff such as Detailed Process Training, New Hire Training, or Refresher Training.

Over and above the standard training provided for each Accela implementation, comprehensive product training can also be provided via Zoom meetings.

A recommended training curriculum;
The TruePoint team has planned multiple opportunities for Implementation Training for the City over the course of the project. There will be initial Product Overview and Basic Concepts training for the core team.

In addition, there is a vibrant Accela Community where customers, partners and employees have continual access to computer-based training topics, training documents and product documentation. There are also forums available at any time to discuss and resolve questions as they come up.

The project is staffed with senior consultants who will spend time explaining how the software works and will review the project deliverables so the City will understand how the solution was built, how they can build their parts of the solution and where documentation exists.

TruePoint is proposing a train the trainer approach that will empower City staff to perform most of the end user training. With this approach TruePoint recommends the following training breakdown.

In terms of specific output, the following will be executed for this deliverable:
• Accela Automation - Core Team Training – 1 day (SME’s and Admins) • Accela Automation Admin Training – 2 days (System Admin) • Accela Automation Event manager Scripting Usage (Basic) – .5 day • Accela Citizen Access Admin – .5 day
• Accela Automation Database Schema Fundamentals - .5 day (report writers) • Report Workshop and Ad-Hoc Report Training .5 day of workshop training • Train the Trainer Training and support 1 days
Consistent and thorough training ensures that the Agency personnel have the knowledge required to use the software to its greatest potential. Training plans are developed as part of the project’s Statement of Work and will address the Agency’s specific operational and administrative needs.

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32 k. Integration: Approach, Tools, Experience.

With Accela’s REST-based Construct APIs, developers can build innovative apps and third-party integrations that bring core government functions such as permit applications, licensing, land, and asset management within the citizens’ easy reach. The Construct API enables developers to get data in and out of their solutions via custom web sites, web services, or mobile apps without rewriting the data model or business rules. The Construct API standardizes the ways developers interact with their solutions while providing a layer of protection and security. To help developers build their apps, Accela provides Software Development Kits for popular mobile operating systems such as iOS, Android, .NET, Windows, PHP, node.js, and Ruby.

Figure 2 - Accela’s REST based Construct APIs
Accela’s Construct API provides the capability to manage identities for authentication. The Construct API's authentication mechanism ensures that customers’ identity is secure and customers' data is protected. Developers do not have to build their own authentication.

The Construct API authenticates user identity using an OAuth2 process, which is used to generate API access tokens. Their solutions manage secure API traffic between the Construct API and Accela and their solutions through the Accela Gateway. The Gateway receives requests from Construct API calls and asynchronously sends the requests to the appropriate agency and Accela instance, whether the Accela system is SaaS (Accela-hosted) or On-Premise (customer-hosted).

The Gateway sends Accela data back to Construct API via HTTPS, and back to the client in an HTTP response body.

The TruePoint technical lead will work together with Agency’s technical lead and business leads to document functional and technical requirements of the interface in an Interface Specifications document. Interface development begins upon written approval of the specifications. It is expected any interfaces will use Accela’s Construct API, web services or batch engine.
l. Post Go-Live Implementation Support.

Please see our response in the following section to b. User Support.

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33 5. Support
Review support services offered and recommended including but not limited to:
a. System Administration
System Administration – remote performance monitoring, tuning, loading of patches and version releases, etc.

As an Accela SaaS client remote performance monitoring, tuning, loading of patches and version releases are all provide as part of the subscription.

Accela’s Customer Care organization is dedicated to overall customer care throughout the Accela customer lifecycle. The commitment is to continuously work to provide a frictionless support experience for every customer, meaning Accela makes it easy for customers to get the help they need.

Account Managers
Accela’s Account Managers are focused on each’s customer’s success. All customers have a regionally based single point of contact who routinely interfaces with customers on site or via phone and email. One of the Account Manager’s roles is to serve as a customer advocate. They are the one common denominator for the customer during any stage of the customer lifecycle.

They act as a liaison for Accela customers — a community of hundreds of agencies. An agency can interact, learn, and network with these other agencies through the customer portal known as Accela Success Community, as well as regional user group meetings, and more – offering the opportunity to learn from the collective product expertise of users.

Customer Support
Accela provides live technical support between 4:00 a.m. and 6:00 p.m. Pacific Time, Monday through Friday, excluding Accela-observed holidays.

Customer Success
Customer Success Managers
Customer Success Managers also focus on each customer’s success as it relates to customer adoption, on-going support, optimization and expansion. They work with Accela’s Account Managers, Product Managers, Customer Service Representatives, Project Managers, and most importantly the customers to enhance their overall user experience with Accela.

Customer Success Managers understand how best to use their offerings, educate on new features available in releases, evangelize best practices, diagnose on-going support issues, make recommendations to customers based on evaluations, propose optimization, and most importantly advocate on behalf of Accela customers.

They are also assigned to work one-on-one with customers for a more personalized dialogue.

They build a proactive approach to driving solutions to customer issues that impede user experience.

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34 b. User Support
User Support – hours of service, average/guaranteed response time, ticketing system used, resources available, escalation process
Pursuant to the standard Accela SaaS agreement, the following services are included in Accela’s annual maintenance:

Telephone Support – Accela provides a telephone number to contact Customer Support, Accela’s live technical support facility.

Online Support – Accela will provide access to an online support portal available 24 hours a day. Cases can be submitted within the Accela application by logging into the support portal at https://success.accela.com and clicking “Submit”.

Email Support – Accela will provide one or more electronic mail addresses to which a customer may submit routine or non-critical support requests 24 hours a day, which Accela will address during its regular business hours.

Community Support – Accela will provide access to archived software updates and other technical information in Accela’s online support databases, which are available 24 hours a day.

Remote Support – When required to properly resolve a maintenance request, Accela will provide remote assistance via the WebEx environment or another mutually acceptable remote communications method.

On-Site Support – If remote support is not acceptable, Accela can provide on-site assistance, which will be billed at Accela’s then-current time and materials rates. In addition to these charges, compensation for associated airfare, lodging, rental transportation, meals, and other incidental expenses will be billed as accrued.

Software Updates – Accela will provide revisions of and enhancements to maintained software products as such updates are generally released.

Additional information is provided in the Accela SaaS subscription Agreement. c. Support for 3rd Party Partner applications
The only 3rd party partner application being proposed by TruePoint is the DigEplan Electronic Plan Review product. DigEplan provides the same or greater levels of support that Accela provides:

DigEplan Support and Hours of Operation
Ticketing Support: LCT Software will provide access to a ticketing system, which will be available twenty-four (24) hours per day, seven (7) days per week. A qualified support specialist shall use commercially reasonably efforts to answer questions and resolve problems regarding the Subscription Service during normal business hours of Monday-Friday, 4:00 A.M. until 5:00 P.M PST.

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35 Telephone and E-mail Support: DigEplan’s Customer Support Department, a live technical support facility, will be available to Customer from 4:00 A.M. until 5:00 P.M. Pacific Standard Time Monday through Friday, excluding LCT Software LLC’s observed holidays.

Online Support Material: Available twenty-four (24) hours, seven (7) days a week, LCT Software will make available to Customer certain technical information in DigEplan’s online support database.
d. System Enhancements
System Enhancements – approach to user enhancement requests Accela’s solutions offer a variety of configuration tools that may allow requirements new to the system to be implemented without product enhancement. Among these tools are custom screens, Accela’s Business Rules Engine, and robust support for GovXML and Web Services. For non-enhancements, the complete solution is documented and detailed in Accela’s standard Configuration Document, which allows the customer to understand the solution approach and approve it prior to execution.

If a product enhancement is needed to meet a requirement, Accela follows a well-delineated process for assessing and designing new features for existing Accela solutions. If the requirement is contractual or based on legislative mandates, the Professional Services team assigned to the project will collect requirements in the context of the project at hand and then work with Product Management to document the requirements and the proposed product enhancement. The requirements and delivery of enhancements will be reviewed with the customer for accuracy before development begins.

If the requirement is not contractual, enhancement requests can be made through Accela’s Community Ideas page. Ideas are routinely reviewed and updated by Product Management.

Based on a number of factors (number of votes, popularity, product direction, etc.), ideas are planned for future releases.

This approach is used routinely and supports well over 100 enhancements to Accela’s solutions each major release. For non-enhancements, Accela’s Delivery team is well versed in using the configuration tools used to provide the configuration of new requirements not otherwise supported in the system.

The primary advantage to this approach is that it ensures that requirements are correctly documented and that the customer gets an opportunity to review and approve all requirements before any development begins. The result is an enhancement that meets expectations and works as designed.

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36 e. User Protection Plan
User Protection Plan - e.g. source code held in Escrow
Accela does not provide escrow services for SaaS customers. Per the standard agreement:
“Within thirty (30) calendar days following the end of Customer’s final Subscription Period, Customer may request in writing Accela to provide a copy of Customer’s data and associated documents in a database dump file format. Accela will comply in a timely manner with such request; provided that, Customer (a) pays all costs of and associated with such copying, as calculated at Accela’s then-current time-and-materials rates; (b) pays any and all unpaid amounts due to Accela; (ii) licenses and use rights granted to Customer with respect to Subscription Services and intellectual property will immediately terminate; and (iii) Accela’s obligation to provide any further services to Customer under this Agreement will immediately terminate, except any such services that are expressly to be provided following the expiration or termination of this Agreement;"
f. Hosting or Cloud Services
Agencies can significantly reduce their
infrastructure costs by choosing Accela’s SaaS
delivery model. Accela manages its apps and
infrastructures within the industry-leading
Microsoft Azure hosting environment. Accela’s
cloud model offers an uptime commitment of 99.5
percent each calendar month (subject to scheduled and emergency maintenance and certain other SLA limitations) and complete disaster recovery capability. This means the City IT staff can eliminate the costs and time of maintaining and upgrading hardware and software. By leveraging Accela’s SaaS innovations, the City can focus on innovating, rather than maintaining its infrastructure.

Because the cloud is elastic and scalable, Accela can expand capacity easily as demand spikes occur. In addition, the cloud has full integration capabilities with Esri, Selectron, and other third-party applications that will allow the City to offer a fully functional web-based, cost efficient solution on a 24/7/365 basis while still owning the data that can be exported quarterly to cloud customers (at the customer’s request).

As outlined below, Accela’s cloud solution provides unparalleled reliability and protection:

99.5 percent uptime SLA per calendar month for Accela’s solutions, subject to scheduled and emergency maintenance and certain other SLA limitations. Accela is continually making investments in their services, infrastructure, and operations to improve this.

Meets rigorous security industry standards, including NIST 800-53 Increasing SaaS
Momentum
The #1 reason
jurisdictions are adopting
a cloud environment is
reducing hardware and
software capital and
maintenance costs.
e.Republic
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37 Veteran and dedicated cloud staff with multiple industry certifications System administration and support duties for the application and system database
Advance notice of planned maintenance, performed during off-business hours
Real-time performance monitoring
g. Online Training / Library resources
Context-Sensitive Online Help
Accela’s solutions provide online help in the same consistent task card user interface as well as fully indexed, searchable, and editable help files for all features and functions. To use online help, the user simply types in key words in the search field. The system will display the related help topics. A “What’s New” section includes the latest details of the current release, and a responsive HTML provides an optimal reading experience with enhanced navigation and minimal scrolling and resizing.

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38 h. User Groups and Conferences
Accela user groups discuss products and share experiences to improve the use of their Accela products. These groups are designed as a resource for, and by, those who know the product best—the users. The regional lead then coordinates with the regional Account Manager on webinars, meetings and other notifications from the collaborations and discussions with other users in the group. The regional lead, along with other group members can determine if meeting more frequently than quarterly is an option but if not, remote meetings or conference calls are encouraged to promote collaboration and issue resolution.

Most meetings and product updates are coordinated around new releases and provide the user group members with information about the release, product demonstrations and product issues that have been addressed since the last release and new product enhancements based on feedback from the general user community. Accela posts all user group events on the Events section of the Accela website at https://www.accela.com/events-list/, and can also access additional customer forums and discussions in Accela’s Success Community.

Exhibit 1: Participate in discussions in these public and private groups with Accela staff, partners, and agency peers
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39 i. System Back-up, Redundancy, Disaster Recovery Services The Accela solutions were purpose built to store data in perpetuity without the need to archive or off-load this data. Historic data like inspections, permits, and complaints can be key in responding to incidents, so ensuring that this data is readily available is paramount to the proposed solution.

Some agencies that have specific data retention policies that dictate that data, such as past inspection results or inactive records, cannot reside in the system beyond a certain time period.

Many of these agencies have simply chosen to set these records to an inactive status, thus removing them from view. They would still be in the system for research and retrieval should the need arise. This negates the need to archive and then retrieve these inactive records from the archive.

Accela provides customers with the ability to delete records from the system if data retention policies dictate that this be done. This can be handled by system administrators with specific deletion rights or by written request to Accela to remove data. They do not proactively delete any customer data.

These back-up strategies and fully redundant disaster recovery site ensure that a complete system rebuild of data will not be necessary. At a minimum, Accela keeps 15 days’ worth of backups available, with database backups occurring nightly and data replication occurring nearreal-time across geographically distinct locations. Accela’s SaaS solution provides data replication intra- and inter-regionally, with:
daily backups retained for six weeks with an RPO (Recovery Point Objective) of 1 hour weekly full backup is stored for three months
monthly full backup for 12 months
yearly full backup exists for 10 years
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40 ATTACHMENT 4
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41 6. Technology Overview
Provide an overview of the system technology and future strategic direction. Include the following in the overview:
a. Options for Technical Architecture
Options for technical architecture, e.g. hosted, on-premises, Software-as-a-Service (SaaS), cloudbased, and the reason for this approach. INCLUDE PRICING OF BOTH Hosted and on premises separately in Section 3 Pricing.

TruePoint is proposing a SaaS hosted subscription-based license as described in section 5f above. Pricing for this SaaS is provided in the cost proposal. b. Hardware Specifications for the Proposed Solution
Database Name and Version(s) Hardware Platforms Operating System(s) Production Status (Y / N)
MS SQL Server 2017 Azure Hosted Windows Y
Operating Systems for PCs
Accela Component Windows 7 Windows 8 or 8.1 Windows 101 CivicPlatformClient ✔ ✔ ✔
CitizenAccess ✔ ✔ ✔
MobileOfficeClient(laptop ortablet) ✔ ✔
Accela ElectronicDocumentReview ✔ ✔ ✔
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42 c. Mobile Hardware and Operating System Specifications Accela Mobile
With the widespread adoption of mobile devices,
Accela offers mobile capabilities for iOS or
Android-based smart phones and tablets to bring
processing to the field through Their cloud-based
solutions.

Accela’s proven solutions for operational
efficiency and civic engagement through mobile
apps combine to provide extensibility by
employing a dynamic cloud-based platform to
support the needs of both agency employees and
their user community.

Accela Mobile is more than an application—it is a
complete strategy central to their governmentcentric development efforts. Accela’s mobile strategy is to develop role-specific productivity
and engagement solution\s for every role in
government, on every platform, while allowing
public agencies to leverage the Software Development Kit. The overall approach and maturity of Accela’s mobile strategy relative to all other vendors is evident based on the following:

1. Accela is the only vendor in their market with role-specific apps publicly released for inspectors, code enforcement officials, work crews, contractors, and Executive/Department Managers.

2. Accela is the only vendor in their market that has iOS and Android apps that all include a preview feature, allowing anyone to download apps from any of the major app marketplaces for testing purposes.

3. Accela has an extremely aggressive development and release schedule. The iOS version of Accela’s Inspector app benefited from rapid releases and works on the Android operating system. The ability to support rapid release schedules across multiple device operating systems is important as mobile hardware and software is continually evolving.

4. Accela is the only vendor in their market with a published mobile application development kit allowing third party developers, including current clients, to develop custom mobile applications to work with their solutions. Accela understands mobile applications are an environment supporting evolving creativity and innovation. Accela makes it easy for third party developers to build custom mobile apps that work against their solutions.

A Mobile Strategy should be
a Priority
“The average cost per
transaction to provide a
service online is $3.91
compared to $17.11 to
provide the service offline –
a difference of $13.20 per
transaction.”
Center for Public Policy &
Administration University of
Utah
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43 d. Support for Service-Oriented Architecture
In a Service Oriented Architecture, business processes that reside within a single application are exposed as services that can be called and executed by external applications. SOA is beneficial because it provides a framework for efficiently distributing business services over a network.

This means that functionality provided in one application can be efficiently re-used throughout the company, and securely accessed by partners and customers outside the company. In today’s web-centric world, SOA is a valuable and cost-effective component of a carrier’s overall integration strategy.

Accela applications have been designed from the ground up to support SOA. While many applications must be wrapped with add-ons to expose their business processes as web services or to consume services provided by other applications, Accela applications offer this support natively. In addition, since Accela applications contain no legacy code, support for SOA is unencumbered by limitations of underlying technology. SOA is fundamental to Accela’s DNA.

The two main vehicles for delivering services are over HTTP and message bus-based integrations using XML as the message format. The Accela technology platform provides many tools and capabilities to support these two main approaches. Using these mechanisms, applications can expose business processes as services on a network and consume services from external applications. Exposing services requires that business processes be abstracted from the individual applications where they reside and published as services that can be consumed by other applications.

Accela’s Platform offers the ability to easily:
define and publish a business service
connect to, interpret, and make use of a service published by another application The power of SOA comes from the ability to hide the details of how an application implements the services it publishes. By publishing services that are application and technology neutral, changes to the implementation can be contained and do not ripple throughout the organization.

Accela exposes a rich set of APIs as web services. Accela provides:

WSDLs of these web services
Client-side Java language bindings for Accela web services External systems can integrate with Accela using these web service APIs.

Key SOA Features of Accela’s solutions
Web services are the building blocks of a web-based SOA, in which business services are delivered on the web using standards including XML, WSDL, and HTTP.

Publishing Services – Accela applications provide built-in support for publishing custom web services. Within an Accela application, customers can easily define and implement a service, making use of any business logic in the solution. A simple annotation tells the server to publish the web service (and its associated WSDL) at server startup. Services ATTACHMENT 4
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44 published in this way can take advantage of the scalability, performance, transaction management, and security features of their solutions. Accela publishes a set of out-ofthe-box APIs, but customers are able to add to them as needed, making use of exactly the same infrastructure and business logic as the built-in services.

Consuming Services – A similar approach supports the ability of an Accela application, with just a few lines of code, to connect to a remote web service. Simply provide the URL of the remote WSDL, and any Accela application can automatically connect to it, bind the methods and objects to internal classes, and invoke the service. Virtually every critical business process or integration point is written with gateway points allowing a remote service to be invoked and used.

Additionally, Accela offers a RESTful API. Accela’s Construct API allows internal developers and external partners to innovate and extend their solutions. The Construct API empowers them to build tools for integration, productivity, transparency, citizen engagement and related functions.

The Construct API has already fostered a growing ecosystem of third party solutions for their solutions and a wide array of customer-developed applications. Accela’s developer program has grown over the last several years to include dozens of state and local governments and nearly 1,500 developers registered on their Accela Developer Portal.

To support projects that leverage the Construct API, Accela provides a growing set of client libraries and SDKs available for many popular development frameworks and languages, along with a collection of application prototypes - all available as open source projects on Github. Detailed documentation enables developers to get started quickly. The Construct APIs innovative cloud architecture makes connectivity easy while leveraging the robust security controls within Accela’s solutions. Continuous releases including improvement and new features ensure there is always something new to explore. e. Remote Access Capabilities, Supported Technologies etc.

Remote access capabilities, supported technologies and portal plans The Mobile component of the solution provides authorized users with a wireless enabled UI that can operate on mobile computers or handheld devices.

The SaaS hosted Accela Civic platform can be access anywhere internet access is available and the proper user access is granted.
f. How Solution supports Remote Technologies and Encryption How your solution supports remote technologies and encryption (VPN, synchronization, etc.) As an Accela SaaS based hosted customer no VPN access to City servers is needed.

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45 Leveraging their partnership with Microsoft, Azure safeguards customer data using three specific methods: encryption, segregation, and destruction.

Data in transit - For data in transit, Azure uses industry standard transport protocols such as TLS between end users, and Accela services in Microsoft datacenters, and within datacenters themselves. IPsec can also be used to create a VPN connection with an Azure Virtual Network (VNET). Customers can enable encryption for traffic between their own Virtual Machines and end users.

Data at rest - Accela leverages applicable data at rest security features such as Azure Storage Service Encryption for data, Storage encryption as applicable to leverage features such as AES-256 encryption.

Data isolation - Accela leverages Azure Storage uses logical isolation to segregate each customer’s data from that of others. This provides the scale and economic benefits of multitenant services while rigorously preventing customers from accessing one another’s data.

Data destruction - When customers delete data or leave Azure, Accela leverages NIST 800-88 and Microsoft features for overwriting storage resources as well as Azure strict rigorous standards that call for overwriting storage resources before reuse, as well as physically disposing of decommissioned hardware.

For more details, visit http://download.microsoft.com/download/7/5/9/759E2283-F517-430E84AF-0151988C117A/WindowsAzurePrivacyOverview.pdf. g. Escrow Agreements, etc.

Escrow Agreements, etc. Address how Manteca’s ERP data would be delivered or provided to the City in the event that the relationship between the City and the provider is terminated (methodology, format of data, etc.)
Accela does not provide escrow services for SaaS customers. Per Accela’s standard agreement:
“Within thirty (30) calendar days following the end of Customer’s final Subscription Period, Customer may request in writing Accela to provide a copy of Customer’s data and associated documents in a database dump file format. Accela will comply in a timely manner with such request; provided that, Customer (a) pays all costs of and associated with such copying, as calculated at Accela’s then-current time-and-materials rates; (b) pays any and all unpaid amounts due to Accela; (ii) licenses and use rights granted to Customer with respect to Subscription Services and intellectual property will immediately terminate; and (iii) Accela’s obligation to provide any further services to Customer under this Agreement will immediately terminate, except any such services that are expressly to be provided following the expiration or termination of this Agreement;"
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46 h. Languages, Structures or Frameworks Used
Languages, structures or frameworks used e.g. .NET architecture, SQL, etc.

Accela’s solutions are developed with open architecture, common best practices and utilize publicly available Open source technologies, such as common best design patterns (Adapter, Factory, Facade, etc.), common programming languages (Angular JS, Java, JSP, C#, Objective C, HTML, JavaScript, etc.), common software and hardware platforms, common communication protocols (HTTP/HTTPs), common APIs design (RESTful, XML, etc.), Hibernate and JDBC for Data Access etc. There are no proprietary technologies in the product. This architecture ensures that the complete Accela ecosystem is scalable for easy deployment.

Citizen Access is a public-facing web application that leverages their solutions for core functions and services. Accela’s web portal is developed using ASP.NET and C#.

Interfacing with the Accela Application Server is done using standard Web Services. All development is performed using Visual Studio and related tools.

Accela Mobile is a mobile application developed for iOS, Android, and Windows based devices. The application is developed as a native application for each platform using Objective-C for iOS, Java for Android and C# for Windows.

Accela’s GIS solution is a GIS developed for use with the products in the Accela solutions. This application is developed using .NET and written in C#.

Code Officer and Work Crew are iOS-based mobile applications that run on iPhone and iPad devices and are developed using Apple’s XCode IDE and the Objective-C programming language.

The application server that hosts the business logic has a set of reusable business components.

This construction offers multiple integration options to provide flexibility and standardscompliant access with a well-defined interface to lower integration costs. Additionally, Accela’s solutions can interface with specific cash drawers with agencies using Chrome or Edge web browsers.
i. Where does data reside?
If hosted or SaaS describe where data resides. What are the City’s options to access or retain it in the long-term, and how does data backup and recovery occur? The Accela solution is hosted on the Microsoft Azure cloud. The hosting facilities are in the U.S. for U.S. customers.
j. Preferred Approach for Accessibility
Explain the preferred approach for accessibility to legacy ERP data, e.g. conversion, migration, look-up tables, etc.

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47 Data conversion of historic/legacy data from Legacy Data is a critical activity for the success of this project. The TruePoint team is highly experienced in planning for and executing these activities and will work closely with Agency staff to ensure a successful transition of data. For conversions, it is expected and anticipated that the Agency will provide resources knowledgeable with the historical data to assist in the data migration/conversion effort.

TruePoint will conduct Analysis/Mapping and Data Conversion Development for the Legacy Data.

TruePoint will create a Data Conversion Mapping Document detailing the data conversion process, mutually agreed upon requirements and mapping of Agency’s historical data into Accela Civic Platform. Agency Responsibilities include:
• Provide historical data in acceptable formats.
• Provide subject matter experts on the data source to aid TruePoint in identifying key components of the historical data
• Provide subject matter experts on the historical configuration to aid in the data mapping process
Historical data Conversion development
Upon Agency approval of the Historical Data Conversion Specifications document, TruePoint will provide a program(s) to migrate appropriate historical data into Accela Civic Platform. Upon receipt of the conversion from TruePoint, the Agency DBA will load the data into the SUPP environment for validation.

TruePoint is budgeting for two test conversion runs and one go-live run k. Timing and Frequency of Software Updates
Timing and frequency of software updates, e.g. scheduled release, automatic updates, etc.

As a subscription customer all version upgrades are covered with the subscription price.

Additional training is typically not needed for new system releases other than reviewing new features and options. Accela has two major upgrades per year. One in early spring and the second in the fall.

The Accela roadmap calls for major release in the spring and fall of each year. Minor releases will provide as need on occasion between these periods
Product / Version Date Major Enhancements
Fall 2020 (v20.2) November 2020
Spring 2021 (v21.1) May 2021
Fall 2021 (v21.2) November 2021
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48 Spring 2022 (v22.1) May 2022 *
Table 1 - Application Patches
* Details of new features will not be available until Accela releases the release notes about one month prior to the release.
l. Included in Annual Maintenance
What is included in annual maintenance e.g. unlimited bug fixes, etc.

This information is contained in the Service Level Agreement included at the end of this proposal.
m. Maintenance on Enhancements or Customizations.

As a SaaS installation maintenance and upgrades are maintained by Accela.

The Accela Civic Platform is highly configurable. Agency administrators will be trained during the project on all administrative/configuration features including things like adding new users, workflow process modifications and fee schedule updates.

If for some reason there is a need for a “Software Enhancement” that can not be achieved with the configuration options, requests are submitted and voted on by the Accela Community. n. Define Maintenance Responsibilities
Define maintenance responsibilities – vendor and City for on-premises, SaaS, Hosted Accela manages the patch delivery process for SaaS customer. Accela’s Product Management team is constantly monitoring and analyzing both the product and processes used to support it product. They fold those improvements into process improvement sprints. Process improvement sprints run in parallel to product development sprints and as Accela rolls out improvements, they can leverage those in the next available cycle. o. APIs offered and Languages Supported
Please see our response above to Section 4 – Implementation, subheading k – Integration:
approach, tools, experience.

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49 7. References
Using the forms provided in Exhibit B provide five public sector customer references that are similar in size and project scope to the City. Three references shall be current customers and two references shall be past customers.

Included below are TruePoint’s Customer References for Existing Customers. We wish to note here that the second category of reference – Prior Customers – does not apply to TruePoint Solutions. TruePoint customers continue to experience success with the Accela product platform.

Exhibit B
Section 7 - Customer References – Existing Customers
Item Vendor Response
Client Reference No. 1 - Existing
Name City of Stockton, CA
425 N. El Dorado St.

Stockton CA 95202
Number of Employees Approximately 1,441
Population 312,697
Contact Name Robert Liddicoat
Contact Title Program Manager III
Contact Telephone Number 209-937-8561
Contact E-mail Address [email protected]
Products, Modules, Services Provided by Vendor Building, Planning, Code Enforcement, Accela Citizen Portal, Accela GIS and Accela Mobile
First Date of Business Relationship with Vendor Oct 2014 Go Live Date Oct 2015
Vendor’s rationale for including the specific reference (e.g., similar in size to the City)
This project is similar in size and project scope to the City and a nearby city.

Client Reference No. 2 - Existing
Name Stanislaus County
Number of Employees 1,862
Population 550,660
Contact Name Denny Ferreira
Contact Title Chief Building Official
Contact Telephone Number (209) 652-0471
Contact E-mail Address [email protected]
Products, Modules, Services Provided by Vendor Building, Planning, Fire, Code Enforcement, Cannabis Regulation, Accela Citizen Portal, Accela GIS and Accela Mobile. Also a DigEplan customer for Electronic Plan Review.

First Date of Business Relationship with Vendor Nov 2013 ATTACHMENT 4
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Permitting System Software
50 Go Live Date Nov 2014
Vendor’s rationale for including the specific reference (e.g., similar in size to the City)
This project is similar in size and project scope to the City and a nearby county.

Client Reference No. 3 - Existing
Name City of Pleasanton, CA
200 Old Bernal Avenue
Pleasanton, CA 94566
Number of Employees 465
Population 81,777
Contact Name Dennis Corbett
Contact Title Chief Building Official
City of Pleasanton
Contact Telephone Number 925-931-5303
Contact E-mail Address [email protected]
Products, Modules, Services Provided by Vendor Building, Planning, Accela Citizen Portal, Accela GIS and Accela Mobile. Currently being implemented with DigEplan for Electronic Plan Review
First Date of Business Relationship with Vendor July 2010 Go Live Date July 2011
Vendor’s rationale for including the specific reference (e.g., similar in size to the City)
This project is similar in size and project scope to the City.

ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
51 Exhibit B
Customer References – Prior Customers
This category of reference does not apply to TruePoint Solutions. TruePoint customers continue to experience success with the Accela product platform.

Item Vendor Response
Client Reference No. 1 - Prior
Name
Number of Employees
Population
Contact Name
Contact Title
Contact Telephone Number
Contact E-mail Address
Products, Modules, Services Provided by Vendor
First Date of Business Relationship with Vendor
Go Live Date
Basis for Which Reference is No Longer a Client ofVendor Client Reference No. 2 - Prior
Name
Number of Employees
Population
Contact Name
Contact Title
Contact Telephone Number
Contact E-mail Address
Products / Services Provided by Vendor
First Date of Business Relationship with Vendor
Go Live Date
Basis for Which Reference is No Longer a Client ofVendor ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
52 ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
53 8. Contract Performance
Indicate if at any time during the past five years Vendor has had a contract terminated for convenience, non-performance, or any other reason, or has entered into legal action with a customer. Describe the situation(s) including name and address of contracting party and circumstances.

At NO time during the past five years has TruePoint Solutions had a contract terminated for any reason, nor has our company entered into legal action with a customer.

ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
54 ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
55 9. RFP Exceptions
Specifically identify exceptions to this RFP.

TruePoint takes no exception to the Scope of Services or other requirements of this RFP and we are comfortable with our standard practice of taking the City’s terms and conditions as a starting point in negotiating a final, mutually agreeable, contract that will ultimately benefit all parties.

TruePoint has also included samples of Accela’s contracts for reference.

ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
56 ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
57 10. City Contract Exceptions
Provide comments or concerns or changes requested in the City’s Standard Contract:

Please see Section 9 above.
a. Sample Services Contract
A “Sample Services Contract” (Exhibit D) is attached for review by the vendor.

TruePoint acknowledges the City’s Sample Services Contract. b. Portions of the Sample Contracts not identified
Any portions of the sample contracts not identified as concerns by the vendor in the proposal are considered to be acceptable by the vendor.

TruePoint acknowledges this stipulation.

ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
58 ATTACHMENT 4
City of Manteca, CA for
Permitting System Software
59 11. Vendor Contract Samples
Provide Vendor contract templates including sample Statement of Work, Perpetual Software License, SaaS License Agreement, 3rd Party Agreements, Maintenance, and Services Agreements, etc. for all applications and modules.

Included for the City’s review below are the following contract samples. For softcopies, we have included hyperlinks as well.

Accela Subscription Services Agreement (Link below)
Accela-Subscription-Services-Agreement-20201023.pdf
Accela-Software-Support-Services-Policies-SaaS
Accela Standard SaaS Support Policy (Link Below)
Microsoft Word - Accela-Software-Support-Services-Policies-SaaS-20200421-1.docx Accela Availability and Security Policy (Link Below)
Microsoft Word - Accela Availability and Security Policy.20200124.2 Accela Data Storage Policy (Link Below)
Accela-Data-Storage-Policy-20190820.pdf
ATTACHMENT 4

ACCELA SUBSCRIPTION SERVICES AGREEMENT
This Accela Subscription Services Agreement (this “Agreement”) is entered into as of the date of the applicable Order, as defined below, that incorporates these terms (the “Effective Date”) by and between Accela, Inc. and the entity identified in such Order (“Customer”).

1. DEFINITIONS.

1.1 "Accela System" means the information technology infrastructure used by or on behalf of Accela in performing the Subscriptions Services, including all computers, software (including but not limited to Accela Software), hardware, databases, electronic systems (including database management systems), and networks, whether operated directly by Accela or its third party suppliers.

1.2 "Aggregate Data" means data and information related to Customer's use of the Subscription Services, including anonymized analysis of all data processed in the Subscription Services, that is used by Accela in an aggregate and anonymized manner, including compiling statistical and performance information related to the provision and operation of the Services.

1.3 "Authorized User" means one named employee, contractor or agent of Customer (each identified by a unique email address) for whom Customer has purchased a subscription to the Subscription Services and who is authorized by Customer to access and use the Services under the rights granted to Customer pursuant to this Agreement.

1.4 “Consulting Services” means packaged or time and materials consulting, review, training or other services (but excluding Subscription and Support Services) delivered by Accela to Customer pursuant an Order. The current Consulting Services Policy is available at www.accela.com/terms/.

1.5 “Customer Data” means the content, materials, and data that Customer, Authorized Users, and External Users enter into the Subscription Services. Customer Data does not include any component of the Subscription Services, material provided by or on behalf of Accela, or Aggregate Data.

1.6 “Documentation” means the then-current technical and functional user documentation in any form made generally available by Accela for the Subscription Services.

1.7 “External Users” means third party users of the Subscription Services that access the public-facing interfaces of the Subscription Services to submit queries and requests to facilitate communications between such third party and Customer.

1.8 “Intellectual Property Rights” means any patent rights (including, without limitation, patent applications and disclosures), copyrights, trade secrets, know-how, and any other intellectual property rights, in all cases whether or not registered or registrable and recognized in any country or jurisdiction in the world.

1.9 “Order” means an Accela order form or other mutually acceptable document fully executed between Customer and Accela that incorporates this Agreement.

ATTACHMENT 4

1.10 “Service Availability Policy” means the Service Availability and Security Policy located at www.accela.com/terms/.

1.11 “Subscription Services” means the civic administration services, comprised of the Accela System, Software, and Support Services, to which Customer may license access to in accordance with the terms herein.

1.12 “Software” means any licensed software (including client software for Authorized Users’ devices) and Documentation that Accela uses or makes available as part of the Subscription Services.

1.13 “Support Services” means those technical and help services provided by Accela in accordance with the Software Support Services Policies (SaaS) located at www.accela.com/terms/.

1.14 “Subscription Period” means the duration of Customer’s authorized use of the Subscription Services as designated in the Order.

2. USAGE AND ACCESS RIGHTS.

2.1 Right to Access. Subject to the terms and conditions of this Agreement, Accela hereby grants to Customer a limited, non-exclusive, non-transferable right and license during the Subscription Period, to permit: (i) Authorized Users to access and use the internal and administrative interfaces of the Subscription Services in accordance with the Documentation to support Customer’s internal business purposes and (ii) its External Users the ability to access and use the publicly available interfaces to submit requests and information to Customer. Each instance of the Subscription Service shall be provisioned with the amount of storage set forth in the Order and additional storage may be purchased at the then-current rates.

2.2 Support Services & Service Availability. During the Subscription Period, Accela shall provide to Customer the Support Services specified in the Order and shall make all commercially reasonable efforts to attain the service levels specified in the applicable policies. The remedies set forth in the Support Services and Service Availability Policy are the sole and exclusive remedies for any breach of the service levels. Customer grants Accela a royalty-free, worldwide, transferable, sub- licensable, irrevocable, perpetual license to use or incorporate into its software or services any suggestions or other feedback provided by Customer or Authorized Users relating to the operation or features of the Subscription Services.

2.3 Purchasing Consulting Services. Customer may purchase Consulting Services from Accela by executing an Order for such services. All prices are exclusive of travel and expenses, which will be invoiced at actual cost, without markup, and will comply with the Consulting Services Policy located at www.accela.com/terms/ or as otherwise agreed in the applicable Order. If applicable, one Consulting Services day shall be equal to eight (8) hours.

2.4 Restrictions on Use. Customer shall not, and shall not permit others to: (i) use or access the Subscription Services in any manner except as expressly permitted by the Agreement, including but not limited to, in a manner that circumvents contractual usage restrictions set forth in this Agreement; (ii) license, sub-license, sell, re-sell, rent, lease, transfer, distribute, time share or otherwise make any portion of the Subscription Services available for access by third parties except as otherwise expressly provided herein; (iii) use the Subscription Service in a way that: (a) violates or infringes upon the rights ATTACHMENT 4
of a third party; or (b) stores or transmits libelous, tortious, or otherwise unlawful material or malicious code or viruses; (iv) create derivative works, reverse engineer, decompile, disassemble, copy, or otherwise attempt to derive source code or other trade secrets from or about any of the Subscription Services (except to and only to the extent such rights are proscribed by law); (v) interfere with or disrupt the security, integrity, operation, or performance of the Subscription Services; (vi) access, use, or provide access or use to the Subscription Services or Documentation for the purposes of competitive analysis or the development, provision, or use of a competing software, SaaS or product or any other purpose that is to Accela’s detriment or commercial disadvantage; (vii) provide access to the Subscription Services to competitors of Accela; (viii) access or use components of the Subscription Service not licensed by Customer; (ix) use or allow the use of the Subscription Services by anyone located in, under the control of, or that is a national or resident of a U.S. embargoed country or territory or by a prohibited end user under Export Control Laws (as defined in Section 12.3, Compliance with Laws); (x) remove, delete, alter or obscure any trademarks, Documentation, warranties, or disclaimers, or any copyright, trademark, patent or other intellectual property or proprietary rights notices from any Subscription Services; or (xi) access or use the Subscription Services in, or in association with, the design, construction, maintenance, or operation of any hazardous environments, systems or applications, any safety response systems or other safety-critical applications, or any other use or application in which the use or failure of the Subscription Services could lead to personal injury or severe physical or property damage.

2.5 Ownership. Accela retains all Intellectual Property Rights, including all rights, title and license to the Subscription Service, Software, Accela System, Support Services, Consulting Services, and Aggregate Data, any related work product of the foregoing and all derivative works thereof by whomever produced; provided however, that to the extent such materials are delivered to Customer as part of the Subscription Services, Consulting Services or Support Services then Customer shall receive a limited license consistent with the terms of Section 2 to use such materials during the Subscription Period.

2.6 Customer’s Responsibilities. Customer will: (i) be responsible for meeting Accela’s applicable minimum system requirements for use of the Subscription Services set forth in the Documentation; (ii) be responsible for Authorized Users’ compliance with this Agreement and for any other activity (whether or not authorized by Customer) occurring under Customer’s account; (iii) be solely responsible for the accuracy, quality, integrity and legality of Customer Data; (iv) use commercially reasonable efforts to prevent unauthorized access to or use of the Subscription Services and Customer Data under its account, and notify Accela promptly of any such unauthorized access or use, and; (v) use the Subscription Services only in accordance with the applicable Documentation, laws and government regulations.

3. PAYMENT TERMS.

3.1 Purchases Directly from Accela. Except as otherwise set forth in an Order, Subscription fees shall be invoiced annually in advance and such fees shall be due and payable on the first day of the Subscription and on each anniversary thereafter for each renewal, if any. All other invoices shall be due and payable net thirty (30) from the date of the applicable invoice. All amounts payable to Accela under this Agreement shall be paid by Customer in full without any setoff, deduction, debit, or withholding for any reason. Any late payments shall be subject to an additional charge of the lesser of 1.5% per month or the maximum permitted by law. All Subscription Services fees are exclusive of any taxes, levies, duties, ATTACHMENT 4
withholding or similar governmental assessments of any nature (collectively, "Taxes"). If any such Taxes are owed or payable for such transactions, they shall be paid separately by Customer without set-off to the fees due Accela.

3.2 Purchases from Authorized Resellers. In the event that Customer has purchased any products or services through a reseller, subject to these terms, any separate payment arrangements and terms shall be exclusively through such reseller and Accela is not a party to such transactions. Accela’s sole obligations are set forth herein and Customer acknowledges that its rights hereunder may be terminated for non-payment to such third party.

4. CONFIDENTIALITY. As used herein, "Confidential Information" means all confidential information disclosed by a one party to this Agreement to the other party of this Agreement whether orally or in writing, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. However, Confidential Information will not include any information that: (i) is or becomes generally known to the public without breach of any obligation owed to the disclosing party; (ii) was known to the receiving party prior to its disclosure without breach of any obligation owed to the disclosing party; (iii) is received without restriction from a third party without breach of any obligation owed to the disclosing party; or (iv) was independently developed by the receiving party. Each party will use the same degree of care that it uses to protect the confidentiality of its own confidential information of like kind (but in no event less than reasonable care) not to disclose or use any Confidential Information except as permitted herein, and will limit access to Confidential Information to those of its employees, contractors and agents who need such access for purposes consistent with this Agreement and who are bound to protect such Confidential Information consistent with this Agreement. The receiving party may disclose Confidential Information if it is compelled by law to do so, provided the receiving party gives the disclosing party prior notice of such compelled disclosure (to the extent legally permitted) and reasonable assistance, at the disclosing party's request and cost, to contest, limit, or protect the disclosure.

5. CUSTOMER DATA.

5.1 Ownership. Customer reserves all its rights, title, and interest in and to the Customer Data. No rights are granted to Accela hereunder with respect to the Customer Data, except as otherwise set forth explicitly in Section 5.

5.2 Usage. Customer shall be responsible for Customer Data as entered in to, applied or used in the Subscription Services. Customer acknowledges that Accela generally does not have access to and cannot retrieve lost Customer Data. Customer grants to Accela the non-exclusive right to process Customer Data (including personal data) for the sole purpose of and only to the extent necessary for Accela: (i) to provide the Subscription Services; (ii) to verify Customer’s compliance with the restrictions set forth in Section 2.4 (Restrictions on Use) if Accela has a reasonable belief of Customer’s non-compliance; and (iii) as otherwise set forth in this Agreement. Accela may utilize the information concerning Customer’s use of the Subscription Services (excluding any use of Customer’s Confidential Information) to improve Subscription Services, to provide Customer with reports on its use of the Subscription Services, and to compile aggregate statistics and usage patterns by customers using the Subscription Services.

5.3 Use of Aggregate Data. Customer agrees that Accela may collect, use and disclose Aggregate Data derived from the use of the Subscription Services for industry analysis, benchmarking, analytics, ATTACHMENT 4
marketing and other business purposes. All Aggregate Data collected, used and disclosed will be in aggregate form only and will not identify Customer, its Authorized Users or any third parties utilizing the Subscription Services.

6. WARRANTIES AND DISCLAIMERS.

6.1 Subscription Services Warranty. During the Subscription Period, Accela warrants that Subscription Services shall perform materially in accordance with the applicable Documentation. As Customer’s sole and exclusive remedy and Accela’s entire liability for any breach of the foregoing warranty, Accela will use commercially reasonable efforts to: (a) repair the Subscription Services in question; (b) replace the Subscription Services in question with those of substantially similar functionality; or (c), after making all commercially reasonable attempts to do the foregoing, terminate the applicable Subscription Services and refund all unused, prepaid fees paid by Customer for such non-compliant Subscription Services.

6.2 Consulting Services Warranty. For ninety (90) days from the applicable delivery, Accela warrants that Consulting Services shall be performed in a professional and workmanlike manner. As Customer’s sole and exclusive remedy and Accela’s entire liability for any breach of the foregoing warranty, Accela will use commercially reasonable efforts to (a) re-perform the Consulting Services in a compliant manner; or, after making all commercially reasonable attempts to do the foregoing, (b) refund the fees paid for the non-compliant Consulting Services.

6.3. Disclaimers. EXCEPT AS EXPRESSLY PROVIDED HEREIN, ACCELA MAKES NO WARRANTY OF ANY

KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, AND SPECIFICALLY DISCLAIMS ALL

IMPLIED WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, SECURITY, FITNESS

FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW.

6.4. Cannabis-Related Activities. If Customer purchases any Subscription Services for use with any cannabis-related activities, the following additional disclaimers shall apply: Accela is considered a software service provider to its customers and not a cannabis related business or agent thereof. In addition to the foregoing, Accela only retains Subscription Services fees of this Agreement from its Customer for general software services, a state or local government agency, and does not retain these fees from any type of External Users. It is the sole responsibility of the Customer to offer state law compliant services, which may be coordinated and facilitated through the use of the Subscription Services. Accela makes no representations, promises, or warranties with respect to the legality, suitability, or otherwise regarding any third party provider, including partners, and have no responsibility or liability with respect to services provided to Customer by such third parties.

7. INDEMNIFICATION. Accela will defend (or at Accela’s option, settle) any third party claim, suit or action brought against Customer to the extent that it is based upon a claim that the Subscription Services, as furnished by Accela hereunder, infringes or misappropriates the Intellectual Property Rights of any third party, and will pay any costs, damages and reasonable attorneys’ fees attributable to such claim that are finally awarded against Customer, provided that Customer provides: (a) Accela notice of such claim as soon practical and in no event later than would reasonably permit Accela to respond to such claim, (b) reasonable cooperation to Accela, at Accela’s expense, in the defense and/or settlement of such claim and (c) Accela the sole and exclusive control of the defense, litigation and settlement of such claim. In the event that Accela reasonably believes, in its sole discretion, that such claim may ATTACHMENT 4
prevail or that the usage of the Subscription Services may be joined, Accela may seek to: (a) modify the Subscription Services such that it will be non-infringing (provided such modification does not materially reduce the functionality or performance of Customer’s installed instance); (b) replace the Subscription Services with a service that is non-infringing and provides substantially similar functionality and performance; or, if the first two options are not commercially practicable, (c) terminate the remainder of the Subscription Period and refund any, pre-paid, unused fees received by Accela. Accela will have no liability under this Section 7 to the extent any claims arise from (i) any combination of the Subscription Services with products, services, methods of a third party; (ii) a modification of the Subscription Services that were either implemented by anyone other than Accela or implemented by Accela in accordance with Customer specifications; (iii) any use of the Subscription Services in a manner that violates this Agreement or the instructions given to Customer by Accela; (iv) a version of the Subscription Services other than the current, fully patched version, provided such updated version would have avoided the infringement; or (v) Customer’s breach of this Agreement. THIS SECTION 7

STATES THE ENTIRE OBLIGATION OF ACCELA AND ITSLICENSORSWITH RESPECT TO ANY ALLEGED OR

ACTUAL INFRINGEMENT OR MISAPPROPRIATION OF INTELLECTUAL PROPERTY RIGHTS RELATED TO THIS AGREEMENT.

8. LIMITATION OF LIABILITY. EXCEPT FOR LIABILITY ARISING OUT OF EITHER PARTY’S LIABILITY FOR DEATH OR PERSONAL INJURY OR CUSTOMER’S BREACH OF SECTION 2, NEITHER PARTY’S AGGREGATE

LIABILITY FOR DAMAGES ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT OR FROM THE

USE OF OR INABILITY TO USE THE SERVICE, WHETHER IN CONTRACT, TORT OR UNDER ANY OTHER

THEORY OF LIABILITY, SHALL EXCEED THE TOTAL AMOUNT PAID BY CUSTOMER HEREUNDER IN THE TWELVE (12) MONTH PERIOD IMMEDIATELY PRECEDING THE INCIDENT. EXCEPT FOR LIABILITY ARISING OUT OF CUSTOMER’S BREACH OF SECTION 2 OR EITHER PARTY’S LIABILITY FOR DEATH OR PERSONAL

INJURY, IN NO EVENT SHALL EITHER PARTY OR ANY OTHER PERSON OR ENTITY INVOLVED IN CREATING,

PRODUCING OR DELIVERING THE SERVICE BE LIABLE FOR ANY INCIDENTAL, SPECIAL, EXEMPLARY OR

CONSEQUENTIAL DAMAGES, INCLUDING LOST PROFITS, LOSS OF DATA OR LOSS OF GOODWILL, SERVICE

INTERRUPTION, COMPUTER DAMAGE OR SYSTEM FAILURE OR THE COST OF SUBSTITUTE PRODUCTS OR

SERVICES, ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT OR FROM THE USE OF OR

INABILITY TO USE THE SUBSCRIPTION SERVICES, WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY OR ANY OTHER LEGAL THEORY. THE FOREGOING

EXCLUSIONS APPLY WHETHER OR NOT A PARTY HAS BEEN INFORMED OF THE POSSIBILITY OF SUCH

DAMAGE, AND EVEN IF A LIMITED REMEDY SET FORTH HEREIN IS FOUND TO HAVE FAILED OF ITS ESSENTIAL PURPOSE.

9. SECURITY. Accela has implemented commercially viable and reasonable information security processes, policies and technology safeguards to protect the confidentiality and integrity of Customer Data, personal data protect against reasonably anticipated threats. Customer acknowledges that, notwithstanding security features of the Subscription Services, no product, hardware, software or service can provide a completely secure mechanism of electronic transmission or communication and that there are persons and entities, including enterprises, governments and quasi- governmental actors, as well as technologies, that may attempt to breach any electronic security measure. Subject only to its limited warranty obligations set forth in Section 6, Accela will have no liability for any such security breach. Customer further acknowledges that the Subscription Services is not guaranteed to operate without interruptions, failures, or errors. If Customer or Authorized Users use the Subscription Services ATTACHMENT 4
in any application or environment where failure could cause personal injury, loss of life, or other substantial harm, Customer assumes any associated risks and will indemnify Accela and hold it harmless against those risks.

10. THIRD PARTY SERVICES. Customer may choose to obtain a product or service from a third party that is not directly produced by Accela as a component of the Subscription Services (“Third Party Services”) and this may include third party products resold by Accela. Accela assumes no responsibility for, and specifically disclaims any liability, warranty or obligation with respect to, any Third Party Service or the performance of the Subscription Services (including Accela’s service level commitment) when the Subscription Services are used in combination with or integrated with Third Party Services.

11. TERM AND TERMINATION.

11.1 Agreement Term. This Agreement shall become effective on the Effective Date and shall continue in full force and effect until the expiration of any Subscription Periods set forth in an applicable Order governed by the Agreement.

11.2 Subscription Periods & Renewals. Subscription Periods begin as specified in the applicable Order and, unless terminated earlier in accordance with this Agreement, continue for the term specified therein. Except as otherwise specified in the applicable Order, (a) all Subscription Services will automatically renew for additional Subscription Periods equal to the expiring Subscription Period, unless either party gives the other at least sixty (60) days’ notice of non-renewal before the end of the relevant Subscription Period and (b), Orders may only be cancelled or terminated early in accordance with Section 11.3. Subscription Services renewals may be subject to an annual increase, for which Accela shall provide Customer notice prior to the renewal of the Subscription Period. In the event of any nonrenewal or other termination, Customer’s right to use the Subscription Services will terminate at the end of the relevant Subscription Period.

11.3 Termination or Suspension for Cause. A party may terminate this Agreement and Subscription Services license granted hereunder for cause upon thirty (30) days’ written notice to the other party of a material breach if such breach remains uncured at the expiration of such thirty (30) day period. Either party may terminate immediately if the other party files for bankruptcy or becomes insolvent. Accela may, at its sole option, suspend Customer’s or any Authorized User’s access to the Subscription Services, or any portion thereof, immediately if Accela: (i) suspects that any person other than Customer or an Authorized User is using or attempting to use Customer Data; (ii) suspects that Customer or an Authorized User is using the Subscription Services in a way that violates this Agreement and could expose Accela or any other entity to harm or legal liability; (iii) is or reasonably believes it is required to do so by law or court order or; (iv) Customer’s payment obligations are more than ninety (90) days past due, provided that Accela has provided at least thirty (30) days’ notice of such suspension for delinquent payment. Should Customer terminate this Agreement for cause, Accela will refund a pro-rata portion of unused, pre-paid fees.

11.4 Effect of Termination. If this Agreement expires or is terminated for any reason: (i) within thirty (30) calendar days following the end of Customer’s final Subscription Period, upon Customer’s request Accela provided Customer Data and associated documents in a database dump file; provided that Customer pays (a) all costs of and associated with such copying, as calculated at Accela’s then-current time-and-materials rates, and (b) any and all unpaid amounts due to Accela; (ii) licenses and use rights ATTACHMENT 4
granted to Customer with respect to Subscription Services and intellectual property will immediately terminate; and (iii) Accela’s obligation to provide any further services to Customer under this Agreement will immediately terminate, except as mutually agreed between the parties. If the Subscription Services are nearing expiration date or are otherwise terminated, Accela will initiate its data retention processes, including the deletion of Customer Data from systems directly controlled by Accela. Accela’s current Data Storage Policy can be accessed www.accela.com/terms/.

11.5 Survival. Sections 2.5 (Ownership and Proprietary Rights), 4 (Confidentiality), 6.3 (Disclaimer), 8 (Limitation of Liability), 11.4 (Effect of Termination), 11.5 (Surviving Provisions), and 12 (General Provisions) will survive any termination or expiration of this Agreement.

12. GENERAL.

12.1 Notice. Except as otherwise specified in this Agreement, all notices, permissions and approvals hereunder will be in writing and will be deemed to have been given upon: (i) personal delivery; (ii) three days after sending registered, return receipt requested, post or; (iii) one day after sending by commercial overnight carrier. Notices will be sent to the address specified by the recipient in writing when entering into this Agreement or establishing Customer’s account for the Subscription Services.

12.2 Governing Law and Jurisdiction. This Agreement and any action related thereto will be governed by the laws of the State of California without regard to its conflict of laws provisions. The exclusive jurisdiction and venue of any action related to the subject matter of this Agreement will be the state and federal courts located in the Northern District of California and each of the parties hereto waives any objection to jurisdiction and venue in such courts.

12.3 Compliance with Laws. Each party will comply with all applicable laws and regulations with respect to its activities under this Agreement including, but not limited to, export laws and regulations of the United States and other applicable jurisdictions. Further, in connection with the services performed under this Agreement and Customer’s use of the Subscription Services, the parties agree to comply with all applicable anti-corruption and anti-bribery laws, statutes and regulations.

12.4 Assignment. Customer may not assign or transfer this Agreement, whether by operation of law or otherwise, without the prior written consent of Accela, which shall not be unreasonably withheld.

Any attempted assignment or transfer, without such consent, will be null and void. Subject to the foregoing, this Agreement will bind and inure to the benefit of the parties, their respective successors and permitted assigns.

12.5 Publicity. Notwithstanding anything to the contrary, each party will have the right to publicly announce the existence of the business relationship between parties without disclosing the specific terms of the Agreement.

12.6 Miscellaneous. No failure or delay by either party in exercising any right under this Agreement will constitute a waiver of that right. Other than as expressly stated herein, the remedies provided herein are in addition to, and not exclusive of, any other remedies of a party at law or in equity. If any provision of this Agreement is held by a court of competent jurisdiction to be contrary to law, the provision will be modified by the court and interpreted so as best to accomplish the objectives of the original provision to the fullest extent permitted by law, and the remaining provisions of this Agreement will remain in effect.

Accela will not be liable for any delay or failure to perform under this Agreement to the extent such ATTACHMENT 4
delay or failure results from circumstances or causes beyond the reasonable control of Accela. This Agreement does not create a partnership, franchise, joint venture, agency, fiduciary or similar relationship between the parties. This Agreement, including any attachments hereto as mutually agreed upon by the parties, constitute the entire agreement between the parties concerning its subject matter and it supersedes all prior communications, agreements, proposals or representations, written or oral, concerning its subject matter. No modification, amendment, or waiver of any provision of this Agreement will be effective unless in writing and signed by a duly authorized representative of each party against whom the modification, amendment or waiver is to be asserted. Notwithstanding any language to the contrary, no additional or conflicting terms or conditions stated in any of Customer’s purchase order documentation or otherwise will be incorporated into or form any part of this Agreement, and all such terms or conditions shall be null and void.

ATTACHMENT 4
Accela, Inc.

Consolidated SaaS Support Policies
This document contains two policies, the Standard Support SaaS Services and the Preferred Support SaaS Services Policies. Please refer to the appropriate section, depending on the level of Support Services you have purchased from Accela.

In the event you are unsure or wish to upgrade your Support Services Level,please contact your account manager.

ATTACHMENT 4
Policy 1
Accela, Inc.

Standard SaaS Support Services Policy
Dated: April 21, 2021
This Accela Standard SaaS Support Services Policy (“Support Policy”) governs the terms under which Accela provides Support Services and is subject to the SaaS services agreement (“Agreement”) entered into between Accela and the recipient of such services (“Customer”).

This Support Policy may be updated from time to time by Accela in its sole discretion.

General Requirements and Hours of Operation
a. Ticketing Support: Accela will provide access to a ticketing system, which will be available twenty‐four (24) hours per day, seven (7) days per week. A qualified support specialist shall use commercially reasonably efforts to answer questions and resolve problems regarding the Subscription Service from 4:00 A.M. until 6:00 P.M. Pacific Standard Time Monday through Friday, excluding Accela’s observed holidays. b. Telephone Support: Accela’s Customer Support Department, a live technical support facility, will be available to Customer from 4:00 A.M. until 6:00 P.M. Pacific Standard Time Monday through Friday, excluding Accela’s observed holidays. c. Online Support Material: Available twenty‐four (24) hours, seven (7) days a week, Accela will make available to Customer certain archived software updates and other technical information in Accela’s online support databases.
(1) Agency Contacts: “Agency Contacts” are the individuals who will be the primary users of the Support Plan. You may designate up to two (2) Agency Contacts and agree to let Accela know if they change.

Your Agency Contacts will be responsible for:

Overseeing your Agency’s support case activity, developing and deploying troubleshooting processes within your Agency’s organization.

Agency will ensure Agency Contacts:

Have completed the Administrator Training offered as part of Accela’s implementation and adoption programs. Are knowledgeable about the Agency’s configured solution in order to assist Accela in analyzing and resolving technical issues. Have a basic understanding of any problem that is the subject of a case, and the ability to reproduce the problem in order to assist Accela in diagnosing and triaging the problem.
(2) Submitting a Case
Agency Contacts may submit cases via:
a. the online support portal by logging into the Accela Success Community at ATTACHMENT 4
https://success.accela.com and selecting Get Support > Submit a case or b. a telephone call to Customer Support as described below (For Severity Level 1 and Severity Level 2 issues, Agency must call Customer Support) (3) Updates
Updates may address security fixes, critical patches, general maintenance functionality, and documentation and shall be made available at Accela’s discretion. Accela is under no obligation to develop any future functionality or enhancements unless otherwise specified in the Agreement. If an update for the Service is made available to Customer pursuant to this Support Policy, it will automatically replace the previous version of the applicable Service.

Where practical, Accela will schedule Updates during non‐business hours and will provide Customers with advance notice of all Updates.
(4) Upgrade/Downgrade of Severity Level
If, during the Support Request process, the issue either warrants assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned based on its current impact on the production operation of the SaaS offering, then the severity level will be upgraded or downgraded accordingly to the severity level that most appropriately reflects its current impact.
(5) Customer Cooperation
Accela must be able to reproduce errors in order to resolve them. Agency agrees to cooperate and work closely with Accela to reproduce errors, including, without limitation, conducting diagnostic or troubleshooting activities, implementation of fixes or updates previously provided by Accela, or providing information as reasonably requested and appropriate. Also, Accela may access Agency Contacts account and/or an admin account and/or Agency’s personnel may be asked to provide remote access to their internal system for, without limitation, conducting diagnostic or troubleshooting activities, or implementation of fixes or updates previously provided by Accela.
(6) Third Party Product Support
If any third‐party software is supplied by Accela, Accela disclaims all support obligations for such third‐party software, unless expressly specified by Accela in Customer’s Agreement. (7) Exclusions
The following Support Exclusions are not covered by this Support Policy:
a. Support required due to Customer’s or any End User’s or third party’s misuse of the Services;
b. Support during times outside of Accela’s regular business hours stated above; c. Support necessitated by external factors outside of Accela’s reasonable control, including any force majeure event or Internet access or related problems beyond the Ser vice demarcation point;
ATTACHMENT 4
d. Support of or caused by customizations (if outside of Accela’s best practice recommendations), configuration changes, scripting, or data loss caused by or on behalf of Customer or any End User;
e. Support of or caused by Customer’s or any End User’s or third party’s equipment, software or other technology (other than third party equipment within Accela’s direct control); f. Support to resolve or work‐around conditions which cannot be reproduced in Accela’s support environment and
g. Support of any software add‐ons supplied together with the Service (except where specified in the customer’s Agreement).

Any support services falling within these Support Exclusions may be provided by Accela at its discretion and, if so provided, may be subject to additional pricing and support terms as specified by Accela. (8) Error Classification
Functional Definitions: For the purposes of error classification, essential or major functions include: data capture features, SLA and alarming features, performance management features and application performance problem resolution features.

Severity Definition
Level 1 Supported Product is non‐functional or seriously affected and there is no reasonable workaround available (e.g. business is halted).

Level 2 Supported Product is affected and there is no workaround available or the workaround is impractical (e.g. Supported Product response is very slow, day to day operations continue but are impacted by the work around).

Level 3 Supported Product is non‐functional however a convenient workaround exists
(e.g. non‐critical feature is unavailable or requires additional user intervention).

Level 4 Supported Product works, but there is a minor problem (e.g. incorrect label, or
cosmetic defect).

ATTACHMENT 4
(9) Target Initial Response Time
Accela will use commercially reasonable efforts to respond to each case within the applicable response time described in the table below:

Target Initial Response Time by Case Severity
Severity Level Target Initial Response Time
1 1 daya
2 3 daysa
3 5 daysa
4 7 daysa
a
Initial response times are including M‐F, 4 am to 6 pm PT, excluding weekends and holidays. Severity Level 1 and 2 cases must be submitted via telephone as described above. Severity Level 1 and 2 target initial response times do notapply to cases submitted via email or electronically via the Accela Success Community.

ATTACHMENT 4
Policy 2
Accela, Inc.

Preferred SaaS Support Policy
Dated: April 21, 2021
This Accela Preferred SaaS Support Services Policy (“Support Policy”) governs the terms under which Accela provides Support Services and is subject to the SaaS services agreement (“Agreement”) entered into between Accela and the recipient of such services (“Customer”). This Support Policy may be updated from time to time by Accela in its sole discretion. This policy only applies to Customers that have purchased Preferred Level Support.

General Requirements and Hours of Operation
a. Ticketing Support: Accela will provide access to a ticketing system, which will be available twenty‐four (24) hours per day, seven (7) days per week. A qualified support specialist shall use commercially reasonably efforts to answer questions and resolve problems regarding the Subscription Service from 4:00 A.M. until 6:00 P.M. Pacific Standard Time Monday through Friday, excluding Accela’s observed holidays.
b. Telephone Support: Accela Customer Support Department, a live technical support facility, will be available in English to your identified Agency Contacts twenty‐four hours a day, seven days a week (including weekends and holidays). Telephone support will be handled via a dedicated Preferred Support line. Access to Accela self‐service resources is available 24x7 through the Accela Success Community site. Cases may be handled by a triage agent, who will document the case and route it to the appropriate Accela support engineer for resolution.

Accela support engineers will follow through on the case for the Agency Contacts. Actual resolution time will vary. Resolutions can take many forms – a workaround, code update, user training, or other solution.
c. Online Support Material: Available twenty‐four (24) hours, seven (7) days a week, Accela will make available to Customer certain archived software updates and other technical information in Accela’s online support databases.
(1) Agency Contacts: “Agency Contacts” are the individuals who will be the primary users of the Support Plan. You may designate up to ten (10) Agency Contacts and agree to let Accela know if they change.

Your Agency Contacts will be responsible for:

Overseeing your Agency’s support case activity, developing and deploying troubleshooting processes within your Agency’s organization.

Agency will ensure Agency Contacts:

ATTACHMENT 4
(2) Submitting a Case: Agency Contacts may submit cases via:
a. the online support portal by logging into the Accela Success Community at https://success.accela.com and selecting Get Support > Submit a case or b. a telephone call to Customer Support as described below (For Severity Level 1 and Severity Level 2 issues, Agency must call Customer Support) (3) Updates: Updates may address security fixes, critical patches, general maintenance functionality, and documentation and shall be made available at Accela’s discretion. Accela is under no obligation to develop any future functionality or enhancements unless otherwise specified in the Agreement. If an update for the Service is made available to Customer pursuant to this Support Policy, it will automatically replace the previous version of the applicable Service.

Agency agrees to cooperate and work closely with Accela to reproduce errors, including conducting diagnostic or troubleshooting activities, implementation of fixes or updates previously provided by Accela, or providing information as reasonably requested and appropriate. Also, Accela may access Agency Contacts account and/or an admin account and/or Agency’s personnel may be asked to provide remote access to their internal system for, without limitation, conducting diagnostic or troubleshooting activities, or implementation of fixes or updates previously provided by Accela.
(6) Third Party Product Support: If any third‐party software is supplied by Accela, Accela disclaims all support obligations for such third‐party software, unless expressly specified by Accela in Customer’s Agreement.
(7) Named Technical Support Advisor: Accela will provide a named technical support advisor for any Preferred support plan holders. The technical support advisor will have knowledge of the customers system and provide oversite for any support cases created with Accela. They will also facilitate the following:

1. Scheduled calls to review open support tickets with Accela and

2. a monthly service review to review overall support performance.

ATTACHMENT 4
(8) Monthly APO Data Loads: Included with the Preferred support plan is a monthly upload of APO data to your hosted environment. This must be requested following the methods outlined in the case submission process in this document. All APO load cases will be addressed as a Sev3 severity level case.
(9) Exclusions: The following Support Exclusions are not covered by this Support Policy:
a. Support required due to Customer’s or any End User’s or third party’s misuse of the Services;
b. Support during times outside of Accela’s regular business hours stated above; c. Support necessitated by external factors outside of Accela’s reasonable control, including any force majeure event or Internet access or related problems beyond the Service demarcation point;
d. Support of or caused by customizations (if outside of Accela’s best practice recommendations), configuration changes, scripting, or data loss caused by or on behalf of Customer or any End User;
e. Support of or caused by Customer’s or any End User’s or third party’s equipment, software or other technology (other than third party equipment within Accela’s direct control);
f. Support to resolve or work‐around conditions which cannot be reproduced in Accela’s support environment and
g. Support of any software add‐ons supplied together with the Service (except where specified in the Agreement).

Functional Definitions: For the purposes of error classification, essential or major functions include: data capture features, SLA and alarming features, performance management features and application performance problem resolution features.

Severity Definition
Level 1 Supported Product is non‐functional or seriously affected and there is no reasonable workaround available (e.g. business is halted).

Level 3 Supported Product is non‐functional however a convenient workaround exists (e.g. non‐critical feature is unavailable or requires additional user intervention).

Level 4 Supported Product works, but there is a minor problem (e.g. incorrect label, or cosmetic defect).

ATTACHMENT 4
(11) Target Initial Response Time: Accela will use commercially reasonable efforts to respond to each case within the applicable response time described in the table below:

Target Initial Response Time by Case Severity
Severity Level Target Initial Response Time
1 1 houra
2 4 hoursa
3 8 hoursa
4 24 hoursa
a
Initial response times are 24x7, including weekends and holidays. Severity Level 1 and 2 cases must be submittedvia telephone as described above. Severity Level 1 and 2 target initial response times do not apply to cases submitted electronically.

ATTACHMENT 4
Accela Availability and Security Policy
Service Availability:

Accela will use commercially reasonable efforts to (a) provide bandwidth sufficient for Customer’s use of the Subscription Services provided hereunder and in an applicable Order Form and (b) operate and manage the Subscription Services with a ninety-nine and nine percent (99.9%) uptime goal (the “Availability SLA”), excluding situations identified as “Excluded” below.
“Excluded" means any outage that results from any of the following:
a. Any maintenance performed by Accela during Accela’s standard maintenance windows. Accela will notify Customer within forty-eight (48) hours of any standard maintenance and within twenty-four (24) hours for other non-standard emergency maintenance (collectively referred to herein as “Scheduled Maintenance”). Scheduled maintenance includes off-business-hours (agency time) deployments of major releases & service packs. Major releases are deployed into an agency's non-production environments well in advance, typically 4 weeks ahead of production, to allow for adequate user acceptancetesting. b. Customer’s information content or application programming, or the acts or omissions of Customer or its agents, including, without limitation, the following:

1. Any mis-configuration by Customer (as determined in Accela’s sole discretion), including, without limitation, configuration errors and bad or unintended usage of the Subscription Services.

2. Force majeure or other circumstancesbeyond Accela’s reasonable controlthat could not be avoided by its exercise of due care.
c. Failures of the carrier networks itself and the network by which Customer connects to the carrier networks any other network unavailability.
d. Any window of time when Customer agrees that Subscription Services availability/unavailability will not be monitored or counted.
e. Interruptions or delays in providing the Subscription Services resulting from telecommunication or Internet service provider failures.
f. Customer’s or any third party’s use of the Subscription Services in an unauthorized or unlawful manner.

Remedies for Excessive Downtime:

In the event the Availability of the Subscription Services falls below the Availability SLA in a given calendar month, Accela will pay Customer a service credit (“Service Credit”) equal to the percentage of the fees set forth in the table below corresponding to the actual Availability of the Subscription Services during the applicable calendar month. Such Service Credit will be issued as a credit against any fees owed by Customer for the next calendar month of the Subscription Period or, if Customer does not owe any additional fees, then Accela will pay Customer the amount of the applicable Service Credit within thirty (30) days after the end of the calendar month in which such credit accrued. Such Service Credit will be in addition to any other remedies available to Customer at law, in equity or under this Agreement.

System availability is measured by the following formula: x = (n - y) *100 / n ATTACHMENT 4
Notes:
(1) "x" is the uptime percentage; "n" is the total number of hours in the given calendar month minus scheduled downtime; and "y" is the total number of downtime hours in the given calendar month. (2) Specifically excluded from "n and "y" in this calculation are the exception times on scheduled upgrade and maintenance windows.

Service Availability Percentage of Monthly Service
Fees Credited
>99.9% 0%

95.0% ‐ < 99.9% 5% (max of $280)

90.0%‐ < 95.0% 10% (max of $560)

80.0% ‐ < 90.0% 20% (max $840)

70.0% ‐ < 80.0% 30% (max of $1,120)

60.0% ‐ < 70.0% 40% (max of $1,400)
< < 60% 50% (max of $2,800)
Customer Account Login:

For Accela user interface access, Accela uses TLS 1.2 with AES 256 bit or similar encryption for protection of data in transit, which is supported by most modern browsers. Accela will also restrict applicable administrative user interface access to Customer corporate networks for additional security on written request by Customer.

Accela SaaS Service Delivery:

Accela manages its apps and infrastructures within the industry-leading Microsoft Azure hosting environment, specifically designed and constructed to deliver world- class physical security, power availability, infrastructure flexibility and growth capacity. Accela’s audit and compliance foundation includes SSAE 18 SOC 2 Type II, HIPAA, California Consumer Privacy Act (CCPA), and PCI-DSS (payment adapters). Accela’s partnership with Microsoft delivers multi-layered security in physical datacenters, infrastructure and operations, with adherence to its numerous security certifications. More information can be found at https://azure.microsoft.com/enus/overview/security/.

ATTACHMENT 4
ACCELA, INC.

DATA STORAGE POLICY
The Licensee's subscription comes with a limit of 25TB data storage for all cloud environments Data storage includes:
• Transaction data;
• Reference data;
• Configuration data;
• Documents and Report Files;
• Backup copies; and
• Other data stored by Accela on behalf of the customer.

Additional storage can be purchased from Accela in blocks of 500GB, with a price of one thousand dollars ($1,000) per year. When Licensee approaches the 25TB limit, it will begin receiving monthly notifications highlighting data usage levels across its environment Once the 25TB limit is reached, a charge of one thousand dollars ($1,000) for an additional 500GB will be automatically added to the Licensee’s subscription renewal.

Data Retention
If the Licensee’s Software as a Service ("SaaS”) subscription expires or is otherwise terminated, Contractor will initiate its data retention processes, including the deletion of Licensee data from systems directly controlled by Contractor.
• If a Licensee's SaaS subscription expires or is otherwise terminated, Contractor will store its customer data., as defined in the mast er agreement between licensee and Contractor, for ninety (90) days (the "Retention Period"). During the Retention Period, provide Licensee with a notice indicating its intention to delete its Customer Data. • After the Retention Period. Contractor will, within a commercially reasonable amount of time, disable the account and delete the customer data, including any cached or backup copies.

History and log data will be available to customers in real-time for up to 2 years in production and 1 year in non-production, unless otherwise specified. After 2 years, the history data will be archived and retained for up to 7 years. This data will be provided to the customer upon request.

Frequently Asked Questions
Can Licensee track its storage usage on the Accela Cloud? It’s not currently possible to track storage usage in the Civic Platform application. However, Licensee will receive a report detailing its data usage annually, a t the time of renewal. Licensee can request this ATTACHMENT 4
information a t any time outside of the renewal period by submitting a support case through Accela Customer Support. When Licensee approaches the storage limit, it will receive monthly notifications particularizing its storage usage.

What will happen if Licensee exceeds its storage limit? If licensee's Accela Cloud Suite exceeds the storage limit, it will receive notification and a charge of one thousand ($1,000) per 500GB of usage will be billed at the time of subscription renewal.

Can I increase my storage limit?
Yes. Storage limits can be increased by purchasing additional storage in blocks of 500GB at one thousand dollars ($1,000) per year.

ATTACHMENT 4
12 ATTACHMENT 3

SCHEDULE OF ACTIVITIES
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Statement of Work
City of Manteca, CA
Accela Civic Applications
for a
Building, Planning, Engineering, Fire and Electronic Plan Review 9-14-22
TruePoint Solutions
3262 Penryn Road
Suite 100-B
Loomis, CA 95650
Tel: 916-259-1293
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TABLE OF CONTENTS
TABLE OF CONTENTS ..................................................................................................................................................................... 2 DOCUMENT CONTROL .................................................................................................................................................................... 3 INTRODUCTION ................................................................................................................................................................................ 4 OVERVIEW ............................................................................................................................................................................................ 4 CRITICAL SUCCESS FACTORS ................................................................................................................................................................ 4 PROJECT ASSUMPTIONS ............................................................................................................................................................... 5 GENERAL PROJECT ASSUMPTIONS ........................................................................................................................................................ 5 PROJECT RESOURCING ASSUMPTIONS ................................................................................................................................................... 5 ACCELA SOLUTION ASSUMPTIONS ......................................................................................................................................................... 6 ADMINISTRATION ............................................................................................................................................................................. 6 CHANGE ORDERS ................................................................................................................................................................................. 6 APPENDIX A - ACCELA IMPLEMENTATION APPROACH ............................................................................................................. 7 APPENDIX B ...................................................................................................................................................................................... 9 BASIC SCOPE OF WORK ................................................................................................................................................................. 9 STAGE 1 - INITIATION ....................................................................................................................................................................... 9 TASK 1: PROJECT INITIATION ................................................................................................................................................................. 9 TASK 2: ACCELA ENVIRONMENT DEPLOYMENT ........................................................................................................................................ 9 STAGE 2 – TO-BE / BUSINESS ANALYSIS ........................................................................................................................................... 10 TASK 3: TO-BE ANALYSIS AND CONFIGURATION DOCUMENT .................................................................................................................. 10 STAGE 3 – SOLUTION FOUNDATION ................................................................................................................................................... 11 TASK 4: ACCELA BASE CIVIC PLATFORM SOLUTION FOUNDATION .......................................................................................................... 11 TASK 5: ACCELA CIVIC PLATFORM CONFIGURATION .............................................................................................................................. 11 TASK 6: ACCELA CIVIC PLATFORM ELECTRONIC PLAN REVIEW INTEGRATION ......................................................................................... 12 STAGE 4 – BUILD .............................................................................................................................................................................. 13 TASK 7: BUSINESS PROCESS VALIDATION AND AUTOMATION (BUSINESS RULE SCRIPTING) ..................................................................... 13 DATA CONVERSION ............................................................................................................................................................................. 13 TASK 8: HISTORICAL DATA CONVERSION ANALYSIS .............................................................................................................................. 14 TASK 9: HISTORICAL DATA CONVERSION DEVELOPMENT ........................................................................................................................ 14 SYSTEM INTERFACES .......................................................................................................................................................................... 15 TASK 9A THRU D: INTERFACE ANALYSIS AND DEVELOPMENT ................................................................................................................. 15 REPORTS ........................................................................................................................................................................................... 16 TASK 10: REPORT SPECIFICATIONS ..................................................................................................................................................... 16 TASK 11: REPORT DEVELOPMENT ........................................................................................................................................................ 17 TASK 12: ACCELA CITIZEN ACCESS CONFIGURATION .............................................................................................................................. 17 TASK 13: ACCELA GIS CONFIGURATION ............................................................................................................................................... 18 TASK 14: ACCELA MOBILE DEPLOYMENT .............................................................................................................................................. 18 STAGE 5 – READINESS .................................................................................................................................................................. 18 TASK 15: TRAINING ............................................................................................................................................................................. 18 TASK 16: USER ACCEPTANCE TESTING (UAT) AND GO LIVE PREP ........................................................................................................ 19 STAGE 6 - DEPLOY ......................................................................................................................................................................... 20 TASK 17: PRODUCTION SUPPORT ........................................................................................................................................................ 20 PROJECT TIMELINE ....................................................................................................................................................................... 20 PROJECT SERVICES BUDGET...................................................................................................................................................... 21 EXPENSES: ......................................................................................................................................................................................... 21 ATTACHMENT 4

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DOCUMENT CONTROL
Date Author Version Change Reference
9-14-22 Keith v1.0 Initial Draft

ATTACHMENT 4

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INTRODUCTION

OVERVIEW
The following Statement of Work will detail how TruePoint Solutions will implement the software and services you have purchased.

This Statement of Work (“SOW”) sets forth a scope and definition of the consulting/professional services, work and/or project (collectively, the “Services”) to be provided by TruePoint Solutions (“TruePoint”) to Agency (“City of Manteca”).

CRITICAL SUCCESS FACTORS
To successfully execute the services described herein, there are several critical success factors for the project that must be closely monitored and managed by the stakeholders. These factors are critical in setting expectations between the Agency and TruePoint, identifying and monitoring project risks, and promoting strong project communication.
 Dedicated Agency Participation – Agency acknowledges that its staff must be actively involved throughout the entire duration of Services as defined in the agreed upon Project Plan. TruePoint will communicate insufficient participation of Agency resources through Project Status Reports with real and potential impacts to the project timeline. TruePoint will work with the project sponsors and department leaders to determine appropriate team member involvement. This could range from full-time, during early analysis meetings, to part-time during the technical implementation phase.
 Knowledge Transfer – It is critical that Agency personnel participate in the analysis, configuration, and deployment of Accela Civic Platform for TruePoint to transfer knowledge to the Agency. Once Postproduction assistance tasks are completed by TruePoint, the Agency assumes all day-to-day operations of Accela Civic Platform outside of the Support and Maintenance Agreement. The Support and Maintenance Agreement does not cover any Agency manipulation of implemented scripts, reports, interfaces, and adaptors. Key knowledge transfer areas could include:
 Configuration
 Business Rules Scripting
 Interfaces
 Reports and Forms
 Release Management
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PROJECT ASSUMPTIONS

GENERAL PROJECT ASSUMPTIONS
Scope and Timeline
 Scope is based on RFP response and feedback with Agency prior to the SOW development.  Agency and TruePoint will review their responsibilities before work begins to ensure that Services can be satisfactorily completed and in the appropriate timeframe.  Tasks not specifically described in this document are the responsibility of Agency.  “Go live” (system is in production) timeline assumes timely completion of Agency deliverables (including finalization of requirements / use cases), availability of key Agency resources, and collaboration and availability of any third-party vendor resources. Late (per mutually agreed project plan) Agency deliverables may adversely impact overall implementation timeline.  Overall project plan will be mutually agreed to by Agency and TruePoint project managers prior to final Configuration.

Training
 Project assumes that a Train the Trainer approach will be taken during this implementation. The Trainer will train the Agency super users in the day-to-day operation features of Accela. The training will also focus on successful training techniques and styles for training system end users that can be performed via web training sessions.

Testing
 TruePoint is responsible for testing the initial configuration of system along with functional use cases sample input/output for each (as demonstrated on onsite visit).  TruePoint to validate system and interfaces before turning module over to the Agency for testing.  Agency is responsible for User Acceptance Test and System Integration Testing Go Live and Go Live Support
 “Go Live” definition is that the Accela software is up and running in production. If an Agency moves to production, i.e., “Goes Live” it is deemed to have accepted the product and shall comply with any payment obligation for “Go-Live” and/or “Acceptance”.

PROJECT RESOURCING ASSUMPTIONS
Agency Resourcing
 Agency will provide a Project Manager throughout the course of the implementation.  Agency Project Manager will maintain primary responsibility for the scheduling of Agency employees and facilities in support of project activities.
 Agency has committed to the involvement of key resources and subject matter experts for ongoing participation in all project activities as defined in the project plan associated with this SOW.  Agency agrees during the Initiation Phase of the project to assign a designated approver for each major project deliverable. The designated approver will be responsible for overseeing and/or directly participating in the design and development, as well as the approval, of the deliverable. Agency may make changes to designated approvers with written notification to TruePoint a minimum of one month before a deliverable is due.
 Agency will provide access to subject matter experts and decision makers in a timely fashion.

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TruePoint Resourcing
 TruePoint has assumed that project team will need to be on-site as appropriate with-in the expense budget.

Any additional on-site consulting will be at the mutual agreement of Agency and TruePoint Project Manager. All travel expenses incurred for on-site work are per the terms of expense reimbursement outlined above.  In the pricing, TruePoint has assumed the appropriate resourcing to ensure deployment success for the scope outlined. Significant additional support requested by Agency over this level of resourcing would necessitate a change order that could impact the cost of the project.  TruePoint will provide a project manager for services throughout the implementation to plan and monitor execution of the project in accordance with deliverables outlined in the Statement of Work. To support the implementation of the Accela Civic Platform software at the Agency, TruePoint will provide Project Management services throughout the project.
 Changes in project scope or expectations that require additional worked hours over the hours or scope stated in the SOW may require a Change Order.

ACCELA SOLUTION ASSUMPTIONS
General
 TruePoint will implement the most current version of Accela Civic Platform that is available at time of initial installation. This will likely be Civic Platform 22.2.0  Agency will provide/purchase/acquire the appropriate hardware, software, and infrastructure assets to support all required Accela software products in both support/testing and production environments as defined in the project schedule.
 For use with Accela Citizen Access, Agency will provide/purchase/acquire an Accela supported online merchant account and all related hardware required by the merchant account provider for the handling of credit cards and/or checks.
 Agency is responsible for proper site preparation, hardware, software, and network configuration in accordance with Accela specifications.

ADMINISTRATION

CHANGE ORDERS
To make a change to the scope of Professional Services in this SOW, Agency must submit a written request to TruePoint specifying the proposed changes in detail. TruePoint shall submit to Agency an estimate of the charges and the anticipated changes in the delivery schedule if any that will result from the proposed change in the Professional Services (“Change Order”). TruePoint shall continue performing the Professional Services in accordance with the SOW until the parties agree in writing on the change in scope of work, scheduling, and fees. Any Change Order shall be agreed to by the parties in writing prior to implementation of the Change Order.

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APPENDIX A - ACCELA IMPLEMENTATION APPROACH
TruePoint will deliver its Services to the Agency by employing the methodology detailed in this section. This is a proven methodology that guides the project from inception to deployment, thereby increasing the chances of successfully implementing Accela software products. Project delivery through execution of this Implementation Life Cycle is described below.

IMPLEMENTATION LIFE CYCLE
Thorough execution of these six stages ensures that customers receive high-quality services throughout the project engagement.

As illustrated in the figure above, the stages of project delivery flow in linear direction, although many tasks run in parallel as appropriate to avoid unnecessary project delays. Each stage has pre-defined objectives, tasks, and associated deliverables. Depending on the exact scope of the project, a full complement or subset of all available deliverables will be delivered through the services defined for the project. Employing this deliverables-based approach ensures that TruePoint and the Agency understand the composition and ‘downstream’ impact of each project deliverable to ensure the project is delivered with quality and in a timely manner.

INITIATION
Initiation represents the first stage in the lifecycle. During the Initiation stage, project contracts and the SOW are finalized, project scope and objectives are reviewed, and project planning activities and deliverables are completed.

ANALYSIS
Analysis is the second stage in the lifecycle. During the Analysis stage, TruePoint reviews existing agency documentation, interviews agency staff, and conducts workshops to understand the “To-Be” vision of the Agency that can be executed with the aid of Accela Civic Platform. It is during this Phase that TruePoint gains a deeper understanding of Agency processes and business rules; simultaneously, the Agency begins to gain a deeper understanding of the methodology and Accela Civic Platform capabilities. A key output of this Phase is the To-Be Analysis Document(s) which serve as the ‘foundation’ for configuration of Accela Civic Platform to support germane elements of the Agency “To-Be” vision. Supplementing the To-Be Analysis Document(s) are all other configuration specifications documents related to data conversion, interfaces, reports, and event scripts.

SOLUTION FOUNDATION
Solution Foundation is the third stage in the lifecycle. It begins upon completion of Stage 2 and should be completed prior to the next stage, Build. During the Solution Foundation stage, Accela Civic Platform will be built to match the to-be processes agreed to in the Analysis stage. Essential to this effort is the configuration of the Record (Case, Application, Permit, etc.) types that were agreed to during the Analysis phase.

BUILD
Build serves as the fourth stage in the lifecycle, and execution of this stage overlaps Configuration, but ends after Configuration is complete. During the Build stage, all defined elements during the Analysis stage ATTACHMENT 4

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beyond the Solution Foundation will be implemented. This includes conversions, business rule scripts, interfaces, and reports.

READINESS
Readiness is the fifth stage in the lifecycle. During the Readiness stage Accela Civic Platform is fully tested, errors are identified, documented, and corrected. Additionally, the solution is prepared for deployment. In addition, system administrators and end users are trained so that all appropriate agency staff members are prepared to use and maintain the software once the move to production occurs.

DEPLOY
Deploy is the sixth and final stage in the lifecycle. During the Deploy stage the applications are moved to production; all requisite pre-production activities are identified, tracked, and completed, and post-production analysis and review is completed. Upon moving to production, the Accela Civic Platform applications are transitioned to the Accela Customer Resource Center (‘CRC”) for ongoing support. A formal introduction will occur between the Services team and the CRC that instructs the agency on available communication channels (telephone, email, online tracking system) and use of the Accela knowledge base ATTACHMENT 4

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APPENDIX B

BASIC SCOPE OF WORK
The following section describes the specific activities and tasks that will be executed to meet the business objectives and business requirements of the Agency. In support of the implementation effort as described above, TruePoint will provide the following implementation services deliverable.

STAGE 1 - INITIATION
TASK 1: PROJECT INITIATION
Project initiation is an opportunity to ensure the project starts in a well‐organized, structured fashion while re‐confirming the Agency and TruePoint expectations regarding the implementation. This task is comprised of project planning activities, core project management documents and templates and the project kickoff.

In conjunction with the Agency representatives, TruePoint will perform the following tasks:
 Finalize staffing for the project teams.
 Conduct a Kickoff meeting. The objective of this meeting is to review the purpose of the project and discuss the project scope, roles and responsibilities, deliverables, and timeline.  Finalize an integrated baseline project plan that includes resource allocation for all tasks (in cooperation with the Agency Project Manager).
 Conduct Core Team training to prepare the Subject Matter Experts for the To‐Be Analysis stage.

TruePoint Responsibilities:
 Provide timely and appropriate responses to Agency’s request for information.  Communicate the Accela Implementation Methodology that will be used by TruePoint to deliver Services.
 Complete Baseline Project Plan, Project Status Report Template, and Project Kickoff Presentation deliverables with input from appropriate Agency resources.

Agency Responsibilities:
 Identify and set expectations with key resources and subject matter experts for ongoing participation in the project.
 Provide timely and appropriate responses to TruePoint’s requests for project planning input and meeting logistics requests.
 Work with TruePoint PM to schedule remote Project Kickoff and other activities as needed.

TASK 2: ACCELA ENVIRONMENT DEPLOYMENT
TruePoint will work with Accela to setup the Accela Automation software in the Accela Cloud environment, such that Agency can log into the system and verify that the software is available.

TruePoint will populate the new environment with civic application templates or configuration from other implementations.

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STAGE 2 – TO-BE / BUSINESS ANALYSIS
To‐Be Analysis is comprised of the activities required to define the Accela Civic Platform Solution Foundation for the Agency. The key output of the process is the Configuration Document(s), which serves as a ‘blueprint’ for design and baseline configuration efforts throughout the implementation.

The following departments will participate in the Business Analysis (Building, Planning, Engineering, Fire and Electronic Plan Review). The Configuration Document(s) will provide detailed information on the Agency’s business processes to be configured in the Accela Civic Platform Solution Foundation, including the following topics:
 Overall Process Overview
 Intake Process, user defined and required fields
 Required/Optional Review Tasks
 Issuance requirements
 Inspection Types, scheduling and checklists
 Workflow and processing requirements
 Fees – types, processing, and schedules
 Citizen Portal (Accela Citizen Access) specific to online submittal, inquiry, inspection scheduling and fee payments
TASK 3: TO-BE ANALYSIS AND CONFIGURATION DOCUMENT
To develop the content for the To‐Be Analysis Document(s), TruePoint will work closely with designated Agency personnel and will conduct analysis sessions to capture the “to‐be” required business processes.

In conjunction with the Agency representatives, TruePoint will perform the following tasks:
 Review and understand existing business processes intended for migration into Accela Civic Platform.
 Review the developed business process as a basis for configuration in Accela Civic Platform’s workflow tool.
 Assist the Agency in streamlining current permit types to fit into Accela Civic Applications.  Collect employee names and associated roles and identify user group setups.  Review the collected document intake requirements, forms, and data fields for each process.  Review the collected document output requirements (documents/letters/reports).  Review the required fees, fee schedules, and collection procedures for each process.  Review the required inspections and inspection result options for each type.

TruePoint Responsibilities:
 Interview staff to understand existing business processes.  Conduct to‐be analysis sessions to capture the required business processes to be automated within the system.
 Conduct meetings via email, web conference, phone, and in person to gather and validate analysis input.
 Demo basic prototypes off records for each department.

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Agency Responsibilities:
 Make available the appropriate Agency key users and content experts to provide required information, participate in the configuration analysis and verify the accuracy of the documented workflows, input/output formats, and data elements.
 Provide any existing business process documentation, including process flows; fee schedules; commonly used applications, reports, and forms; and other relevant information.  Work with TruePoint PM to schedule participants and meetings for analysis activities.

STAGE 3 – SOLUTION FOUNDATION
TruePoint will provide professional services to develop the Accela Civic Platform Solution Foundation in accordance with requirements established and agreed upon during the execution of the tasks that comprise Stage 2 – To‐Be Analysis. TruePoint will produce a detailed Configuration Document(s) that represents the entire foundation of the system, for each module. This document will be delivered for review with the completed solution.

TASK 4: ACCELA BASE CIVIC PLATFORM SOLUTION FOUNDATION
TruePoint will provide professional services to develop the Solution Foundation of the Accela Civic Platform product in accordance with requirements established and documented in the To‐Be Analysis Document(s).

The solution foundation will include core Accela Civic Platform features for:
 Modules
 Admin User and User Groups
 Departments/Divisions
 Consoles (Administrator, Daily User, Inspection, and Cashiering)  Portlets (Customized portlets for all Automation Screens)  My Navigation Setup
 Menu Navigation Setup
 Quick Links
 Quick Queries for the Record, Inspection, and My Task Portlets TASK 5: ACCELA CIVIC PLATFORM AND DIGEPLAN CONFIGURATION TruePoint will provide professional services to configure Accela Civic Platform and DigEplan in accordance with requirements established and agreed upon during the execution of the tasks that comprise Stage 2 – To‐Be Analysis.

The configuration will include Accela Civic Platform features for:
 Users and User Groups
 Record Types (based on Civic Applications)
 Intake Forms
 Workflows
 Fees
 Inspections
 Conditions
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 Custom Fields and Lists
TruePoint Responsibilities:
 Configure the foundational components as defined in the To‐Be Analysis Document(s).

Agency Responsibilities
 Make available the appropriate Agency key users and content experts to participate in solution configuration of the system to learn about the system and facilitate in knowledge transfer.  Work with TruePoint to verify that the system meets the foundational requirements documented in the To‐Be Analysis Document(s).
 The Agency will test the system for purposes of validating the configuration.

TASK 6: ACCELA CIVIC PLATFORM ELECTRONIC PLAN REVIEW INTEGRATION TruePoint will work with the Agency to identify business requirements for EDR configuration, including:
 Plans that will be submitted online through Accela Citizen Access and Accela Automation as part of the review process.
 Agency workflows associated with the document review process.  Requirements for workflow tasks / statuses / assignments for each role (e.g. intake personnel, plan reviewers, plan processors / approvers, etc.) in support of Agency workflow.  Versioning of documents submitted / reviewed.
 Process steps within the Agency’s workflow associated with reviewing the plan.  Requirements for notifications via email.
 Stamps to be used on submitted documents.
 Information that will be exposed to the public via Accela Citizen Access.

ASSUMPTIONS AND RESPONSIBILITIES:
 Prior to configuration of EDR
o The Agency will purchase licensing for DigEplan subscription  For the duration of the project the Agency will:
o Make available the appropriate subject matter experts to provide needed information, participate in the analysis and verify the accuracy of the information provided. o Adhere to agreed‐upon timelines
o Provide access to Agency equipment and network.
 Implementation will take place in a SUPP environment and moved to PROD at go‐live.  The Agency will work together with TruePoint on Stamp Creation.  The Agency will use the EDMS/ADS or Accela for documents.  In Final Testing and Acceptance, the Agency will:
o Develop use cases / test cases needed to test the configuration. o Allocate appropriate staff to the testing effort to ensure that the system is operating per signed specifications and ready for the move to production.

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STAGE 4 – BUILD
The Build stage includes data conversions, development of interfaces, development of all Business Process Validation and Automation (Business Rule Scripts and Expressions) configuration of add‐on products and custom report development. It comprises all the additional activities outside of solution foundation that are required to complete the total solution for the Agency. Like the Configuration Stage, it is critical that appropriate agency representatives are involved in each step of the process to ensure success.

TASK 7: BUSINESS PROCESS VALIDATION AND AUTOMATION (BUSINESS RULE SCRIPTING) During the configuration analysis phase of the implementation project, TruePoint will identify opportunities to supplement the Accela Civic Platform base functionality via Business Rule Script Engine scripts and Expression Builder to validate and automate business processes. TruePoint will work with Agency to identify desired functionality, and subsequently will assist with prioritizing the needs to determine that will be developed by TruePoint within the scope of this implementation. The Business Process Validation and Automation developed by TruePoint can be used as models whereby agency staff can develop and modify additional functionality as needed.

Business Process Validation and Automation is broken out into two functional areas of the Accela solution, as defined below:
 Business Rule Scripting Engine – used to script based on system activities, such as a before or after event, that allow the system to automate activities (example: do not allow an inspection to be scheduled prior to a specific workflow task, or, auto‐calculate and invoice a fee upon application submittal)
 Expression Builder – used to script form‐based interactions that occur prior to triggering an event or master script activity (example: auto‐population form‐based data fields based on user‐ selected values)
TruePoint Responsibilities:
 Work with Agency staff to identify potential uses of automation  Assist with development of a list of desired functionalities  Aid the Agency in prioritizing which scripts will be developed by TruePoint  Develop automation scripts based on the specifications Agency Responsibilities:
 Identify resources that will learn scripting tools and approaches for ongoing maintenance  Prioritize desired functionality to determine which scripts TruePoint will develop  Provide timely and appropriate responses to TruePoint’s request for information  Verify the Script Specification meets the intended business requirement  Allocate the time for qualified personnel to test the script for acceptance DATA CONVERSION
Data conversion of historic/legacy data from New World is a critical activity for the success of this project.

The TruePoint team is highly experienced in planning for and executing these activities and will work closely with Agency staff to ensure a successful transition of data. For conversions, it is expected and ATTACHMENT 4

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Manteca City CouncilDecember 6, 2022

Manteca City Council
December 6, 2022