Agenda packet — Oroville City Council, February 4, 2025 (part 2 of 2)

CITY OF OROVILLE

STAFF REPORT
TO: MAYOR PITTMAN & COUNCIL MEMBERS
FROM: PATRICK PIATT, COMMUNITY DEVELOPMENT DIRECTOR
RE: CUSTOMER ENGAGEMENT – 311 SYSTEM
DATE: FEBRUARY 4, 2025

SUMMARY
The City of Oroville is implementing a new community engagement tool known as a 311 system. This system will enhance communication between the City and its residents by providing an efficient platform for reporting and addressing community issues, such as maintenance requests, service inquiries, and non-emergency concerns. After a thorough evaluation of multiple proposals, Catalis has been selected as the service provider for the new 311 system.

DISCUSSION
A 311 system is a valuable resource for municipalities seeking to foster transparency, accountability, and responsiveness. It serves as a centralized hub for residents to report issues and access City services, enabling staff to streamline workflows and improve response times.

The City issued a Request for Proposals (RFP) for the implementation of a 311 system and received 13 responses. Of these, six proposals were not considered due to their cost structure, which exceeded the City’s budgetary constraints. The remaining seven proposals were evaluated based on integration capabilities, user accessibility, technical support, and cost-effectiveness. The review committee, consisting of representatives from Public Works, Information Technology, and Community Development, ranked Catalis as the top choice due to the following factors:

1. Integration: Catalis’ system seamlessly integrates with the City’s new website and existing software, providing a cohesive experience for both residents and staff.

2. User-Friendly Interface: The platform is intuitive and accessible, accommodating a diverse user base.
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3. Technical Support: Catalis offers 24/7 technical support and extensive training resources to ensure a smooth rollout and sustained functionality.

4. Cost-Effectiveness: The system is competitively priced, offering robust features without exceeding the allocated budget.

Implementation of the 311 system will involve collaboration across departments to configure the platform, train staff, and inform the community. Once operational, residents will be able to access the system via phone, website, and a mobile app.

FISCAL IMPACT
Annual recurring cost of $25,750 and an implementation one-time cost of $20,000 for a first year cost of $45,750. The system is expected to improve operational efficiency and reduce costs associated with manual processes over time.

ACTION REQUESTED -
Staff recommends that the City Council:

1. Approve the selection of Catalis as the service provider for the City’s 311 system.

2. Authorize the City Manager to execute the necessary agreements and oversee the implementation process.

ATTACHMENTS

1. Proposal from Catalis

2. Draft Agreement (in substantial form)
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AGREEMENT FOR PROFESSIONAL SERVICES
This Agreement is made on this ___th day of _____________, 2025, at Oroville, California, by and between the City of Oroville, a California Charter City, 1735 Montgomery Street, Oroville California, 95965 (hereinafter referred to as the “CITY”) and Catalis Public Works & Citizen Engagement, LLC, 3025 Windward Plaza, Suite 200, Alpharetta, GA 30005 (hereinafter referred to as the “CONTRACTOR”).

RECITALS
A. The CITY proposes to contract for professional services as outlined below; B. The CITY conducted an RFP issued in Month, Year, and selected CONTRACTOR as the preferred service provider;
C. The CONTRACTOR is willing to perform such services and has the necessary qualifications by reason of experience, preparation, and organization to provide such services; NOW, THEREFORE, the CITY and the CONTRACTOR, mutually agree as follows:

1. SERVICES.

The CONTRACTOR shall perform those services set forth in “Exhibit A,” which is attached hereto and incorporated herein by reference.

2. TERM OF AGREEMENT.

The term of this contract shall commence upon execution by both parties and shall expire on XXX XX, 20___ unless extended in writing in advance by both parties.

3. TIME OF PERFORMANCE.

The services of the CONTRACTOR are to commence upon receipt of a notice to proceed from the CITY and shall continue until all authorized work is completed to the CITY’s satisfaction, in accordance with the schedule incorporated in “Exhibit A,” unless extended in writing by the CITY.

4. PAYMENT FOR SERVICES.

The CONTRACTOR shall be compensated in an amount not to exceed a one-time fee of $20,000 and an annual fee of $25,750 for services provided pursuant to this Agreement as described in “Exhibit A.” Compensation shall under no circumstances be increased except by written amendment of this Agreement. The CONTRACTOR shall be paid within forty-five (45) days of presentation of an invoice to the DISTRICT for services performed to the DISTRICT’s satisfaction. The CONTRACTOR shall submit invoices monthly describing the services performed, the date services were performed, a description of reimbursable costs, and any other information requested by the DISTRICT.

5. CONTRACT ADMINISTRATION.
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5.1. The CITY’s Representative. Unless otherwise designated in writing,__________________ shall serve as the CITY’s representative for the administration of the project. All activities performed by the CONTRACTOR shall be coordinated with this person.

5.2. Manager-in-Charge. For the CONTRACTOR, _____________________ shall be in charge of the project on all matters relating to this Agreement and any agreement or approval made by her/him shall be binding on the CONTRACTOR. The Manager-in Charge shall not be replaced without the written consent of the CITY.

5.3. Responsibilities of the CITY. The CITY shall provide all relevant documentation in its possession to the CONTRACTOR upon request in order to minimize duplication of efforts. The CITY’s staff shall work with the CONTRACTOR as necessary to facilitate performance of the services.

5.4. Personnel. The CONTRACTOR represents that it has or will secure at its own expense all personnel required to perform the services under this Agreement. All of the services required under this Agreement will be performed by the CONTRACTOR or under its supervision, and all personnel engaged in the work shall be qualified to perform such services. The CONTRACTOR reserves the right to determine the assignment of its own employees to the performance of the CONTRACTOR’s services under this Agreement, but the CITY reserves the right, for good cause, to require the CONTRACTOR to exclude any employee from performing services on the CITY’s premises.

6. TERMINATION.

6.1. Termination for Convenience. Either party may terminate this Agreement without cause and in its sole discretion at any time by giving the other party thirty (30) days' written notice of such termination. In the event of such termination, the CONTRACTOR shall cease services as of the date of termination and shall be compensated for services performed to the CITY's satisfaction up to the date of termination.

6.2. Termination for Cause. All terms, provisions, and specifications of this Agreement are material and binding, and failure to perform any material portion of the work described herein shall be considered a breach of this Agreement. Should the Agreement be breached in any manner, the CITY may, at its option, terminate the Agreement not less than five (5) days after written notification is received by the CONTRACTOR to remedy the violation within the stated time or within any other time period agreed to by the parties. In the event of such termination, the CONTRACTOR shall be responsible for any additional costs incurred by the CITY in securing the services from another contractor.

7. INDEMNIFICATION.

Contractor shall indemnify and hold harmless CITY from and against all liability arising out of or in connection with Contractor's negligent or wrongful acts, errors or omissions in the performance of work hereunder or its failure to comply with any of its obligations contained in this Agreement. In the event that CITY is named as a party defendant in a lawsuit alleging injury as a result of Contractor’s negligent or wrongful performance under this Agreement, Contractor shall defend CITY with counsel approved by CITY, which approval will not be unreasonably 327
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withheld, and bear responsibility for attorney’s fees, expert fees and all other costs and expenses of litigation. Should conflict of interest principles preclude a single lawyer from representing both CITY and Contractor, or should CITY otherwise find Contractor’s legal counsel unacceptable, then Contractor shall reimburse the CITY its costs of defense, including without limitation reasonable attorney’s fees, expert fees and all other costs and expenses of litigation.

Contractor shall promptly pay any final, non-appealable judgment rendered against the CITY. It is expressly understood and agreed that the foregoing provisions are intended to be as broad and inclusive as is permitted by the law of the State of California but the indemnity obligation will exclude such loss or damage which is determined to be caused by the sole negligence or willful misconduct of the CITY.

The obligations established by this paragraph will survive termination of this Agreement. For purposes of this paragraph:
• CITY means the CITY Council and its subordinate bodies, elected and appointed CITY officials and officers, CITY employees and authorized agents and volunteers of the CITY.
• Liability means any claims or causes of action raised or asserted by, damage to, loss or expense incurred by or judgments rendered in favor of persons or entities not a party to this Agreement.
• The types of damages included within this indemnity obligation include, but are not limited to, personal injury, bodily injury, death, loss of use, and damage to or loss of real and personal property.
• The indemnity obligation of this paragraph includes all forms of negligent acts, errors and omissions, wrongful behavior and willful misconduct (including but not limited to breaches of professional standards of care, if applicable, and breach of contract) by Contractor and any of its officers, agents employees and subcontractors.

8. INSURANCE REQUIREMENTS.

8.1. The CONTRACTOR, at the CONTRACTOR’s own cost and expense, shall procure and maintain, for the duration of the contract, the following insurance policies:

8.1.1. Workers’ Compensation Coverage. The CONTRACTOR shall maintain Workers’ Compensation Insurance and Employer’s Liability Insurance for its employees in accordance with the laws of the State of California. In addition, the CONTRACTOR shall require any and every subcontractor to similarly maintain Workers’ Compensation Insurance and Employer’s Liability Insurance in accordance with the laws of the State of California for all the subcontractor’s employees. Any notice of cancellation or nonrenewal of all Workers’ Compensation policies must be received by the CITY at least thirty (30) days prior to such change. The insurer shall agree to waive all rights of subrogation against the CITY, its officers, agents, employees, and volunteers for losses arising from work performed by the CONTRACTOR for CITY. This provision shall not apply if the CONTRACTOR has no employees performing work under this Agreement. 328
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8.1.2. General Liability Coverage. The CONTRACTOR shall maintain commercial general liability insurance in an amount of not less than one million dollars ($1,000,000) per occurrence for bodily injury, personal injury, and property damage. If a commercial general liability insurance form or other form with a general aggregate limit is used, either the general aggregate limit shall apply separately to the work to be performed under this Agreement or the general aggregate limit shall be at least twice the required occurrence limit.

8.1.3. Automobile Liability Coverage. The CONTRACTOR shall maintain automobile liability insurance covering bodily injury and property damage for all activities of the CONTRACTOR arising out of or in connection with the work to be performed under this Agreement, including coverage for owned, hired, and non-owned vehicles, in an amount of not less than three hundred thousand dollars ($300,000) combined single limit for each occurrence. If CONTRACTOR or CONTRACTOR’s employees will use personal autos in any way on this project, CONTRACTOR shall obtain evidence of personal auto liability coverage for each such person.

8.1.4. Professional Liability Coverage. The CONTRACTOR shall maintain professional errors and omissions liability insurance for protection against claims alleging negligent acts, errors, or omissions which may arise from the CONTRACTOR’s operations under this Agreement, whether such operations be by the CONTRACTOR or by its employees, subcontractors, or subconsultants. The amount of this insurance shall not be less than one million dollars ($1,000,000) on a claims-made annual aggregate basis, or a combined single-limit-per-occurrence basis.

8.2. Endorsements. Each general liability and automobile liability insurance policy shall be issued by insurers possessing a Best’s rating of no less than A-:VII. Each general liability insurance policy shall be endorsed with the specific language of Section 8.2.1 below.

CONTRACTOR also agrees to require all contractors, and subcontractors to do likewise.

8.2.1. “The CITY, its elected or 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 CONTRACTOR, including materials, parts, or equipment furnished in connection with such work or operations.”

8.2.2. This policy shall be considered primary insurance as respects the CITY, its elected or 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 this policy.

8.2.3. This insurance shall act for 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.
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8.2.4. Notwithstanding the provisions included in any of the ISO Additional Insured Endorsement forms, CONTRACTOR acknowledges that the insurance coverage and policy limits set forth in this section constitute the minimum amounts of coverage required. Any insurance proceeds available to the CITY in excess of the limits and coverage required in this agreement and which is applicable to a given loss will be available to the CITY.

8.2.5. The insurer waives all rights of subrogation against the CITY, its elected or appointed officers, officials, employees, or agents regardless of the applicability of any insurance proceeds, and agrees to require all subcontractors to do likewise.

8.2.6. Any failure to comply with reporting provisions of the policies shall not affect coverage provided to the CITY, its elected or appointed officers, officials, employees, agents, or volunteers.

8.2.7. The insurance provided by this policy shall not be suspended, voided or reduced in coverage or in limits except after thirty (30) days’ written notice has been submitted to the CITY and approved of in writing, except in the case of cancellation, for which ten (10) days’ written notice shall be provided.

8.2.8. Contractor agrees to provide immediate notice to CITY of any claim or loss against Contractor arising out of the work performed under this agreement. CITY assumes no obligation or liability by such notice, but has the right (but not the duty) to monitor the handling of any such claim or claims if they are likely to involve CITY.

8.3. Self Insured Retention/Deductibles. All policies required by this Agreement shall allow CITY, as additional insured, to satisfy the self-insured retention (“SIR”) and/or deductible of the policy in lieu of the CONTRACTOR (as the named insured) should CONTRACTOR fail to pay the SIR or deductible requirements. The amount of the SIR or deductible shall be subject to the approval of the CITY Attorney. CONTRACTOR understands and agrees that satisfaction of this requirement is an express condition precedent to the effectiveness of this Agreement. Failure by CONTRACTOR as primary insured to pay its SIR or deductible constitutes a material breach of this Agreement. Should CITY pay the SIR or deductible on CONTRACTOR’s behalf upon the CONTRACTOR’s failure or refusal to do so in order to secure defense and indemnification as an additional insured under the policy, CITY may include such amounts as damages in any action against CONTRACTOR for breach of this Agreement in addition to any other damages incurred by CITY due to the breach.

8.4. Certificates of Insurance. The CONTRACTOR shall provide certificates of insurance with original endorsements to the CITY as evidence of the insurance coverage required herein.

Certificates of such 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. The CONTRACTOR shall provide written evidence of current automobile coverage to comply with the automobile insurance requirement. 330
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8.5. Failure to Procure Insurance. Failure on the part of the CONTRACTOR to procure or maintain required insurance shall constitute a material breach of contract under which the CITY may terminate this Agreement pursuant to Section 6.2 above.

9. ASSIGNMENT AND SUBCONTRACTING.

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

10. COMPLIANCE WITH LAWS, CODES, ORDINANCES, AND REGULATIONS.

The CONTRACTOR shall use the standard of care in its profession to comply with all applicable federal, state, and local laws, codes, ordinances, and regulations.

10.1. Taxes. The CONTRACTOR agrees to pay all required taxes on amounts paid to the CONTRACTOR under this Agreement, and to indemnify and hold the CITY harmless from any and all taxes, assessments, penalties, and interest asserted against the CITY by reason of the independent contractor relationship created by this Agreement. In the event that the CITY is audited by any Federal or State agency regarding the independent contractor status of the CONTRACTOR and the audit in any way fails to sustain the validity of a wholly independent contractor relationship between the CITY and the CONTRACTOR, then the CONTRACTOR agrees to reimburse the CITY for all costs, including accounting and attorneys’ fees, arising out of such audit and any appeals relating thereto.

10.2. Workers’ Compensation Law. The CONTRACTOR shall fully comply with the workers’ compensation law regarding the CONTRACTOR and the CONTRACTOR’s employees. The CONTRACTOR further agrees to indemnify and hold the CITY harmless from any failure of the CONTRACTOR to comply with applicable workers’ compensation laws. The CITY shall have the right to offset against the amount of any compensation due to the CONTRACTOR under this Agreement any amount due to the CITY from the CONTRACTOR as a result of the CONTRACTOR’s failure to promptly pay to the CITY any reimbursement or indemnification arising under this Section.

10.3. Licenses. The CONTRACTOR represents and warrants to the CITY that it has all licenses, permits, qualifications, insurance, and approvals of whatsoever nature which are legally required of the CONTRACTOR to practice its profession. The CONTRACTOR represents and warrants to the DISTRICT that the CONTRACTOR 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 which are legally required of the CONTRACTOR to practice its profession. 331
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11. CONFLICT OF INTEREST.

The CONTRACTOR confirms that it has no financial, contractual, or other interest or obligation that conflicts with or is harmful to performance of its obligations under this Agreement. The CONTRACTOR shall not during the term of this Agreement knowingly obtain such an interest or incur such an obligation, nor shall it employ or subcontract with any person for performance of this Agreement who has such incompatible interest or obligation.

12. NON-DISCRIMINATION AND EQUAL EMPLOYMENT OPPORTUNITY.

The CONTRACTOR represents and agrees that it does not and will not discriminate against any employee or applicant for employment because of race, religion, color, national origin, sex, sexual orientation, gender identity, political affiliation or opinion, medical condition, or pregnancy or pregnancy-related condition. The CONTRACTOR will ensure that applicants are employed, and that employees are treated during employment without regard to their race, religion, color, national origin, sex, sexual orientation, gender identity, political affiliation or opinion, medical condition, or pregnancy or pregnancy-related condition. Such action shall include, but not be limited to the following: employment, upgrading, promotion, demotion or transfer; recruitment or recruitment advertising; layoffs or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship. The CONTRACTOR agrees to include in all solicitations or advertisements for employment and to post in conspicuous places, available to employees and applicants for employment, notices setting forth the provisions of this nondiscrimination clause.

13. RECORDS AND AUDITS.

The CONTRACTOR shall maintain accounts and records, including personnel, property, and financial records, adequate to identify and account for all costs pertaining to this Agreement and such other records as may be deemed necessary by the CITY or any authorized representative.

14. OWNERSHIP OF DOCUMENTS.

It is understood and agreed that the CITY shall own all documents and other work product of the CONTRACTOR, except the CONTRACTOR’s notes and workpapers, which pertain to the work performed under this Agreement. The CITY shall have the sole right to use such materials in its discretion and without further compensation to the CONTRACTOR. The CONTRACTOR shall at its sole expense provide all such documents to the CITY upon request.

15. INDEPENDENT CONTRACTOR.

16. NOTICE.

All Notices permitted or required under this Agreement shall be in writing, and shall be deemed made when delivered to the applicable party’s representative as provided in this Agreement.

Additionally, such notices may be given to the respective parties at the following addresses, or at such other addresses as the parties may provide in writing for this purpose. Such notices shall be deemed made when personally delivered or when mailed forty-eight (48) hours after deposit in the U.S. mail, first-class postage prepaid, and addressed to the party at its applicable address.

CITY:

City of Oroville,
1735 Montgomery Street,
Oroville, California, 95965
Attention: City Administrator
CONTRACTOR:

Organization Name
Street Address,
State ZIP
Attention: __________________________

17. GOVERNING LAW.

This Agreement shall be governed by the laws of the State of California. The venue shall be the County of Butte, California

18. ENTIRE AGREEMENT; MODIFICATION.

This Agreement supersedes any and all other agreements, either oral or written, between the parties, and contains all of the covenants and agreements between the parties. Each party to this Agreement acknowledges that no representations, inducements, promises, or agreements, oral or otherwise, have been made by any party, or anyone acting on behalf of any party, which are not embodied herein. Any agreement, statement, or promise not contained in the Agreement, and any modification to the Agreement, will be effective only if signed by both parties.

19. WAIVER.

Waiver of a breach or default under this Agreement shall not constitute a continuing waiver of a subsequent breach of the same or any other provision under this agreement. Payment of any invoice by the CITY shall not constitute a waiver of the CITY’s right to obtain correction or replacement of any defective or noncompliant work product.

20. 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 hereof shall have been signed by both parties hereto. In approving this Agreement, it shall not be necessary to produce or account for more than one such counterpart.

21. AUTHORITY TO ENTER AGREEMENT.
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The CONTRACTOR has all requisite power and authority to conduct its business and to execute, deliver, and perform this Agreement. Each party warrants that the individuals who have signed this Agreement have the legal power, right, and authority to make this Agreement and to bind each respective party.

IN WITNESS WHEREOF, the parties have executed this Agreement the ____ day of ________________, 2025.

CONTRACTOR:
_____________________________________
{Name, Title}
CITY OF OROVILLE:
_____________________________________
Brian Ring, City Administrator
APPROVED AS TO FORM:
_____________________________________
Scott Huber, City Attorney
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July 17, 2024
Proposal for
Oroville, CA
Request for Proposals - 000075
311 Citizen Relationship Management (CRM) Solution
Proposal Prepared By:

Mike LeBeau
Regional Sales Manager
Attachment A to Agreement
Exhibit A
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3025 Windward Plaza, Suite 200
Alpharetta, Georgia 30005
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The City of Oroville, CA Community Development July 17, 2024 1735 Montgomery Street
Oroville, CA 95965
Re: RFP 000075 – 311 Citizen Relationship Management (CRM) Solution Dear Ms. Snow,
Catalis Public Works and Citizen Engagement, LLC (Catalis) is pleased to enclose our response to the City of Oroville's Request for Proposals for a 311 Customer Request Management System. We are excited to offer our solution, Catalis Request Management Enterprise (RME), to the City. We have read and understand the unique issues faced by the City, and we have enclosed a comprehensive solution in our response.

The Catalis Request Management Enterprise system is designed to streamline the complete request management process. In addition to entering requests, users can access the knowledge base, check the service request map, monitor incoming requests, and manage single or multiple issues. In no time at all, any user, regardless of technical experience, can master the clean, intuitive interface. Over 300 government entities and call centers across North America use this citizen request management software to improve citizen service, increase efficiency and effectiveness, re-engineer processes, and measure performance.

Among the many reasons why Catalis Request Management Enterprise is a nationally recognized CRM system:
 RME subscription is for unlimited users, so there are no limitations for growth, either now or in the future.
 RME is one of the only municipal CRM systems to offer the option of a mobile management app. Using RME Management, employees can reduce inefficiencies and improve workflows in the field using our mobile and tablet friendly browser view.
 Citizens will be able to submit service requests, view news, check request status, and more directly from the City-branded mobile application.

At Catalis, we pride ourselves on being at the forefront of CRM technology. We are committed to continuously improving our solution and staying ahead of industry trends. By partnering with us, the City will gain access to the latest CRM features, updates, and integrations, ensuring that your business remains competitive and at the cutting edge of customer relationship management technology.

Please feel free to contact me with any additional questions or clarifications you may have.

Sincerely,
Mike LeBeau, Regional Sales Manager
[email protected] | 203-590-9997
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TABLE OF CONTENTS
Executive Summary ................................................................................................................... 4 Vendor Background ................................................................................................................... 6 311 Request Management Experience................................................................................... 7 Key Personnel........................................................................................................................ 9 Proposed Solution .................................................................................................................19 Service Web Portal ............................................................................................................20 Performance Transparency ................................................................................................21 Knowledge Base and FAQ .................................................................................................22 Citizen Mobile Application ..................................................................................................23 Notifications – Notices........................................................................................................24 Built in Surveys ..................................................................................................................25 Staff Tools – Call Center....................................................................................................26 Staff Tools – Viewing and Updating Service Requests.......................................................27 Reporting Capabilities........................................................................................................28 User Administration............................................................................................................29 User Profiles ......................................................................................................................30 Mobile & Tablet Friendly Website.......................................................................................31 GIS Integration/Mapping ....................................................................................................32 Available Integrations.........................................................................................................33 System Hosting .....................................................................................................................33 Implementation Overview ......................................................................................................34 Phase 1: Introduction .........................................................................................................34 Phase 2: Implementation ...................................................................................................35 Phase 3: Configuration.......................................................................................................36 Phase 4: Branded App.......................................................................................................36 Phase 5: Training & Soft Launch........................................................................................37 Phase 6: Full Launch .........................................................................................................37 Ongoing Maintenance and Support .......................................................................................38 Customer Satisfaction Surveys (CSAT) - What our Customers have to say.......................39 Contacting Catalis Support ................................................................................................40 Product Upgrades..............................................................................................................41 Representative Projects ........................................................................................................41 References ...............................................................................................................................46 Client Spotlight – Evanston, Illinois........................................................................................47 Payment Terms and implementation Costs ...............................................................................48

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311 CITIZEN RELATIONSHIP MANAGEMENT (CRM) SOLUTION

EXECUTIVE SUMMARY
Catalis is the leading provider of citizen relationship management solutions for municipal government agencies. With over 25 years of experience in the industry, we have honed our skills and developed a deep understanding of the complexities involved in managing citizen interactions and services. Our extensive experience uniquely positions us to deliver a robust 311 solution for the City of Oroville. We understand the specific needs and challenges faced by municipalities and are committed to providing a solution that enhances efficiency, improves communication, and elevates the overall citizen experience.

Our solution, Request Management Enterprise (RME), stands out as the most affordable and effective option on the market. Specifically designed for municipal governments, RME facilitates better interactions with citizens, enhancing communication and service delivery. The system offers a comprehensive suite of features for both users and city staff.  Users benefit from a service web portal, a City-branded mobile application, call center capabilities, and notification functionalities.
 For City staff, RME provides essential tools for viewing and updating service requests, generating reports, managing administrative levels, and handling user profiles.

Catalis RME is designed as a long-term solution for municipal governments. Over 300 municipalities and call centers across North America utilize our RME solution, serving populations ranging from 1,700 to 2 million residents. Municipal staff rely on RME daily to efficiently update, enter, and manage service requests, thereby enhancing citizen service. This widespread use emphasizes RME’s effectiveness in enhancing citizen service, boosting efficiency, optimizing processes, and measuring performance.

A 311 call center serves as a centralized hub for
citizens to report non-emergency issues, make
service requests, or seek information about
municipal services. Centralization streamlines
communication, ensuring that all citizen requests
are efficiently recorded and directed to the
appropriate departments. Catalis’ RME solution
provides the City with a dedicated platform for
engaging with their residents.

Citizens have expressed a stronger sense of
connection with their municipality after the
adoption of our RME solution, providing a
convenient channel to voice concerns and seek
assistance. Citizens also enjoy the convenience
of utilizing the self-service options within RME for
effortless submission and management of their
requests. This empowers them to initiate service
requests, track their progress, and receive
updates seamlessly, enhancing their overall
experience through improved accessibility and
efficiency.
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311 CITIZEN RELATIONSHIP MANAGEMENT (CRM) SOLUTION
After contract signing, Catalis will provide the City with an initial project schedule to include system set up, project planning and management, training for administrators and end-users, and ongoing service and upgrades.

We look forward to the opportunity to delve deeper into how Catalis can revolutionize the City of Oroville’s 311 and citizen request management processes. Our exceptional track record, unparalleled industry expertise, and state-of-the-art software will undoubtedly bring about a substantial transformation to the City’s efficiency, accuracy, and overall success.

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311 CITIZEN RELATIONSHIP MANAGEMENT (CRM) SOLUTION

VENDOR BACKGROUND
Catalis is the transformational SaaS provider powering all levels and sizes of government – municipalities, counties, states, and federal agencies. Our deep expertise, proven track record, and thoughtfully configured digital solutions have helped public servants across the U.S. and Canada to deliver at their highest ability on behalf of their communities.

The name “Catalis” is inspired by the word “catalyst,” which describes our mission: to serve as a catalyst for creating a modern digital government. Our extensive industry expertise, proven track record, and purpose-built digital solutions empower public officials to advance government and engage citizens through technology. Headquartered in Alpharetta, GA, we deliver fully integrated solutions to government agencies that streamline workflows, save time, and improve public engagement.

Our proven solutions empower over 7,000 government entities across North America. We deliver contactless government services, increased citizen engagement, and improved operating efficiencies. Catalis drives innovation and transformation with best-in-class technology to meet the expectations of a modern digital government.

As a provider of software solutions for local, county, and state government entities, we pride ourselves on developing long-lasting partnerships. Together, we can help the City harness the latest technology to connect your citizens directly with your local government. Many customers have not only returned to Catalis for other services and software needs but have also collaborated with our development teams to create the powerful functionality you see in all our products today.

We regularly engage our customers in the product development process.

Catalis empowers municipalities to practice data-informed decision-making to provide value and benefit to their ratepayers. Our staff consistently strives to be curious and push the boundaries for connecting and simplifying municipal information. As a customer-driven service provider, our trusted advisors are dedicated to delivering advanced solutions that improve everyday municipal operations.
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311 CITIZEN RELATIONSHIP MANAGEMENT (CRM) SOLUTION
Best-in-Class Support
Dedicated customer support from local
government experts to help your municipality
address challenges and simplify workflows
One-Stop Shop
Unified solutions and services to centralize
municipal information and drive data-informed
decisions
Our transformational solutions provide a unified platform built to streamline government operations to help courts and justice agencies automate workflows, increase efficiencies with industry-leading technology, and improve citizen access to justice with integrated solutions.

The team at Catalis is very excited about the possibility of partnering with the City on this important initiative. With a history of successful implementations, we are fully prepared to perform the task of deploying municipalities’ new software.

For over two decades, we have worked hard to earn and maintain our strong reputation for successful, affordable, and timely implementations. We continually add new features and update our software at least twice a year. By listening to our customers, we can also incorporate their most progressive and beneficial ideas - all while offering unparalleled educational services onsite and online. 311 Request Management Experience
Today, Catalis is an industry leader in web-based software for local and county governments.

Hundreds of government entities and call centers across the country use our citizen request management software to improve citizen service, increase efficiency and effectiveness, reengineer processes, and measure performance, making us the preferred provider of Customer Relationship Management software in the US.

In 2018, Catalis acquired QScend Technologies. Founded in 1998, QScend had achieved an impressive market presence for a company of its size, primarily due to its premier product, QAlert - a CRM designed for municipal government first. QAlert is the leading CRM solution for communities small and large. Catalis currently provides CRM solutions for over 300 customers across the country. The acquisition also allows QScend access to numerous partnerships with sister companies under the Catalis umbrella to provide customers with a variety of market-leading software and service offerings.
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By leveraging this partnership with QScend, Catalis can offer tailored software solutions to innovate the Customer Relationship Management process. Our deep understanding of the government technology industry means that we deliver software solutions that meet the specific needs of each client. Catalis’ combined team has extensive experience in the Customer Relationship Management industry, enabling us to accommodate unique requirements and deliver solutions that align with our customers’ business goals.

Today QAlert is known as Catalis Request Management Enterprise (RME). RME allows the City’s residents to issue a service request via the mobile app, calling in (internal staff tools make logging a call quick and easy for staff) or visiting the web portal. RME also has the ability to accept a report via inbound text, tweet, and email.

We understand the City of Oroville is looking for a user-friendly, centralized system to track communication with its residents. RME will meet and exceed these needs, as outlined in our proposal.
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Key Personnel
Catalis takes pride in its 20-year history of providing CRM solutions, reflecting our deep-rooted expertise in this field. Our dedicated key personnel are the driving force behind this wealth of experience, underscoring our unwavering commitment to delivering exceptional solutions to our valued municipal clients. With our well-established legacy and a team of seasoned experts, we are well-poised to offer tailored, industry-leading solutions that empower municipalities to achieve their CRM objectives with confidence.

At the time of this proposal, Catalis estimates key personnel listed below will be committed to implementations resulting from this contract.

Key personnel resumes have been provided on the following pages.

Teresa Yeager
Executive Vice President
Fedor Trojeglasow
Vice President of Application Development
Matt Pors
Director of Implementation
Bruce Yong Li
Project Coordinator
Rafia Moazam
Director of Support
Noshay Matanga
Head of Product
Dennis Lind
Software Development Manager
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CATALISGOV.COM
833-781-8282
3025 WINDWARD PLAZA, SUITE 200,
ALPHARETTA, GA 30005
Teresa Yeager
Executive Vice President

WORK EXPERIENCE
Catalis
Executive Vice President March 2020 - Present
 Active member and decision maker of the executive leadership team, accountable to deliver shareholder value.
 Manage team of nine direct reports and effectively lead 96 total employees.  Delivering consistent value to our clients, resulting in a CSAT score of over 90%  Developing a great place to work for our rockstar staff members through an employee value proposition to attract and retain talent.  Improved the delivery of implementations (cost, quality, and schedule) from 307 to 60 days.

MuniSight (Acquired by Catalis in 2020)
Chief Executive Officer February 2020 - Present
 Responsible for managing all business units including Development, Product, Sales, Support, and Implementation.
 Managed team of nine direct reports and 24 total employees  Strategically positioned company to maximize valuation through delivery of  Managed pre and post-acquisition activities on the sell-side, including due diligence to prospective private equity buyers
 Substantially improved productivity by developing four-member customer success team responsible for expansion and upselling
Vice President July 2019 – February 2020
 Prioritizing delivering on cost, quality, and schedule by optimizing service teams through implementation of new standard operating procedures and KPIs  Client relationship development, grant qualifications, contract negotiations, delivery of exceptional service, and exceeding client expectations.  Achieved a new product adoption rate of 67% by executing a commercialization strategy for three product launches in one quarter.
 For existing clients, mitigated churn, improved CSAT and NPS scores, and reduced TtV (Time to Value) by leveraging industry best practices.  For new clients, improved onboarding and implementation and reduced TtV by 300%
 Created and implemented a service support model that ensured the continued delivery of value throughout the customer lifecycle.

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 Implemented training programs, use cases, and product offerings to improve company software and ensured customer requests for product enhancements were met
Director of Customer Success October 2018 – July 2019
 Responsible for leading 3 departments: Customer Success, Tier I & II Support, and Renewals/Expansion Sales. Direct reports: 14.
 Responsible for the development and implementation of a service support model to ensure we are delivering value throughout the customer lifecycle.  Implemented new standard operating procedures and KPIs to optimize the service teams resulting in an increase in billable hours of 32% and contribution percentage by 19%, while still delivering on cost, quality and schedule.

CARPROOF
Senior Sales & Performance Manager July 2017 – October 2018  Responsible for leading 3 departments: Customer Success, Inside Sales, Data Acquisition.

Sales & Retention Manager July 2016 – July 2017
 Responsible for leading team of Inside Sales Representatives and Product Specialists.
 Redefined expectations of the Product Specialist team including restructuring team into Account Performance Managers; acting as industry experts and customer consultants.

Inside Sales Manager February 2016 – July 2016
 Responsible for leading team of Inside Sales Representatives. Direct reports:

4.  Defined expectations and KPI’s, new compensation plans, revised account territories, telephone sales skills, and SPIN selling Skills.

PPG Industries
National Account Manager May 2013 – January 2016
 Responsible for leading Canadian Tire account sales, specifically CIL, Glidden, and Woodcare brands.

Regional Sales Manager – Lowe’s Canada January 2011 – May 2013  Responsible for the launch and sales of all Lowe’s Canada stores, specifically Olympic Paint & Stain. Direct reports: 4. Growth of +21% from 2011 – 2013.  Built entirely new sales team of Territory Managers for Canada including onboarding, coaching and mentoring. Within 8 months became #1 sales team in North America.

CONFIDENTIAL
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833-781-8282
3025 WINDWARD PLAZA, SUITE 200,
ALPHARETTA, GA 30005
ADESA
Sales & Marketing Supervisor June 2005 – January 2011
 Responsible for leading dealer business growth. Direct reports: 6.  Set growth objectives and implemented strategies to achieve budgets.

EDUCATION
Harvard Business School | Owner Presidents Management OPM 62, 2022 – 2024 Telfer School of Management at the University of Ottawa | Bachelor of Commerce – Honours Marketing and Human Resources, 2004 – 2006 University of Ottawa | Bachelor of Administration – Business, Management, Marketing, and Related Support Services, 2001 - 2004

CONFIDENTIAL
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CATALISGOV.COM
888-403-4240
3025 WINDWARD PLAZA, SUITE 200,
ALPHARETTA, GA 30005
Fedor Trojeglasow
Vice President of Application Development

WORK EXPERIENCE
Catalis
Vice President of Application Development 2022 - Current  As the Vice President of Application Development, I oversee the strategic buildout of high-quality and secure applications. I play a crucial role in scaling the company's infrastructure, while implementing industry-leading practices across several product groups. My leadership extended beyond the technical aspects, as I guided the company through a period of increased technological advancement, ensuring optimum efficiency and security in all our offerings.

MuniSight (acquired by Catalis in 2020)
Software Development Manager > Director of
Technology
2019 - 2022
 At MuniSight, my commitment to excellence and technical proficiency saw me rise from the position of a Software Development Manager to the Director of Technology. In this role, I was responsible for managing a robust development team, along with scaling the IT infrastructure in line with the evolving business needs. Successfully spearheaded the company’s transformation from a traditional IT model to a SaaS-focused business, enabling the company to deliver more flexible and scalable solutions to clients.

NIRIX
Software Development Lead 2011 - 2019
 As the Software Development Lead at an advanced cloud service provider, NIRIX, I managed a high-performing development team to construct the underlying SaaS platform. My role was integral to aligning the platform's development with the company's strategic objectives. Throughout my tenure, I championed innovative solutions, driving the creation of robust, reliable, and secure cloud services that significantly enhanced the company's market presence.

EDUCATION
Northern Alberta Institute of Technology | Software Development, Business Analysis, 2009

CONFIDENTIAL
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CATALISGOV.COM
833-781-8282
3025 WINDWARD PLAZA, SUITE 200,
ALPHARETTA, GA 30005
Dennis Lind
Software Development Manager

WORK EXPERIENCE
Catalis
Software Development Manager 2022 – Present
 Leading and managing a team of developers in the design and implementation of software solutions.
 Overseeing project timelines, ensuring on-time delivery, and meeting quality standards.
 Collaborating with cross-functional teams and stakeholders to gather requirements and define project scopes.
 Implementing effective agile methodologies to streamline development processes.

MuniSight, a Catalis Company
Software Development Lead 2017 - 2022
 Led the development team in designing and implementing software solutions for MuniSight projects.
 Collaborated with project managers and stakeholders to define project goals and deliverables.
 Implemented best practices for coding standards and conducted code reviews.  Played a key role in the successful delivery of software projects within deadlines.

Accurate Assessment Group/MuniSight
Senior Software Developer 2007 - 2017
 Contributed to the design and development of software applications for the assessment industry.
 Led initiatives to improve software architecture and enhance system performance.  Collaborated with cross-functional teams to troubleshoot and resolve software defects.
 Mentored junior developers and provided technical guidance.

EDUCATION
University of Alberta | Computing Science, 1993-1997
NAIT | Computer Networking, 2000
Dev Studios | Web Development & Design, 2003-2004

CERTIFICATIONS
 Adv. High School Diploma with Honors
 MCP/MCSD/MCSD.NET
 Web Dev. Diploma

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CATALISGOV.COM
888-403-4240
23025 WINDWARD PLAZA, SUI TE 200,
ALPHARETTA, GA 30005
Matthew Pors
Director of Implementation

WORK EXPERIENCE
Catalis
Director of Implementation November 2022 - Current
 Leads team to ensure clients are successfully onboarded onto their new products for the PWE vertical. Monitors and improves client satisfaction during implementation. Responsible for Implementations Team hitting internal and external metrics of cost, quality, and schedule. Point of escalation for issues that may arise for PWE implementations.

MuniSight (Now Catalis)
Project Manager/Asset management Specialist April 2020 – November 2022  Ensure assigned projects hit Cost, Quality, and Schedule metrics. Work with internal teams to improve communication and efficiency for new implementations. Reduce time to product delivery for our clients. Ensure smooth implementation of new products for our clients. Support Municipalities with Infrastructure Asset Management through document preparation, data analysis, and general consultation.

West Fraser LTD.

Process Engineer February 2016 – April 2020
 Description of Responsibilities – Project Commission/Project management, Monitor and develop KPI’s. Troubleshoot plant equipment and process issues.

Perform data analysis on plant operations and production downtime. Work closely with day-to-day operations for project commissioning, troubleshooting, and optimization. Developed Functional Specifications and worked with DCS group to implement control strategies.

EDUCATION
University of Alberta, Canada | Bachelor of Science (BSc) in Chemical Engineering, 2010-2015

CERTIFICATIONS
 Professional Certificate in Asset Management Planning (IPWEA)  Project Management Series – Record of Achievement (University of Alberta)

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833-781-8282
3025 WINDWARD PLAZA, SUITE 200,
ALPHARETTA, GA 30005
Bruce (Yong) Li
Enterprise Project Coordinator

WORK EXPERIENCE
Catalis
Enterprise Project Coordinator 2022 Mar - Present
 Specialized in Infrastructure Asset Management overseeing 30+ accounts for their formal documents, workshops, and organizational recommendations.  Worked within a complex, matrixed vertical systems utilizing Salesforce, Smartsheet, and a plethora of other communication/project management tools.  Managed many integrations across an array of software to provide a “One Stop Shop” of solutions for any range of obstacles.
 Project Lead for over 13 complex and unique implementations closely working with multiple members across different teams and organizations.

CEPro Energy Group
Project Manager 2021 May – 2021 July
 Reviewing well site data and preparing all technical aspects for well decommission.
 Managing complex projects with many moving parts and coordination.  Effective onsite supervision of work crews for all aspects of decommissioning, including service rigs, wireline, cut and cap, and surface level equipment removal/scrap.
 Collecting soil samples to test in labs for classic or elevated disposal.  Providing expertise when any out of the ordinary events occur, deterring any ambiguity from the incident, clearing a direct path to the solution.

EDUCATION
University of Calgary | Bachelor of Science in Chemical Engineering, 2021

CERTIFICATIONS
 H2S
 First Aid
 APEGA EIT (Engineer in Training)

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833-781-8282
3025 WINDWARD PLAZA, SUITE 200,
ALPHARETTA, GA 30005
Noshay Matanga
Product Manager

WORK EXPERIENCE
Catalis
Product Manager 2022 -2024
 Leads product management efforts for Catalis Public Works and Citizen Engagement (PWE) Solutions, including Permitting and Licensing Management.  Develop and implement strategic roadmaps for PWE solutions, ensuring on-time project completion within cost, quality, and schedule.

MuniSight
GIS and Software Implementation - Team Lead 2019 - 2022  Led a team in delivering MuniSight Software Solutions to municipalities across North America, successfully completing over 50 onboarding projects.  Streamlined implementation processes by establishing new SOPs and facilitating crosstraining initiatives.  Ensured that MuniSight's client partners got the most value from their software and service subscriptions.

Jr. GIS Technician 2018 - 2019
 Managed GIS, agricultural, planning, and asset datasets for municipalities across Canada.
 Responsible for spatial data creation and custom cartography.  Configured MuniSight products for new clients as per project specifications.

Government of Manitoba
GIS / Field Surveillance Technician 2016 - 2018
 Performed active West Nile Virus and Black-legged Tick surveillance for the Manitoba Health Department.
 Provided in-house GIS services to Policy Analysts in the Department of Manitoba Health, Seniors & Active Living.
 Documented methodologies and prepared technical documents for ongoing GIS projects, including written reports and presentations.

EDUCATION
Niagara College | Post Graduate Certificate: GIS – Geospatial Management, 2013 Queen’s University | Bachelor of Science: Physical Geography, 2012

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CATALISGOV.COM
833-781-8282
3025 WINDWARD PLAZA, SUITE 200,
ALPHARETTA, GA 30005
Rafia Moazam
Director of Software Support

WORK EXPERIENCE
Catalis
Director of Software Support 2022 - Present
 Description of Responsibilities – In this role, establishment and leadership of a sophisticated Smart and Healthy Software Support Department, catering to the diverse requirements of customers throughout North America is my primary goal. My key responsibilities include driving and implementing strategic initiatives, fostering collaboration with cross-functional departments to optimize software performance, and cultivating a culture of professional development within the team. The overarching goal is to deliver an exceptional customer experience for our municipal clients in utilizing our suite of software solutions to effectively serve the needs of their ratepayers.

MuniSight
Software Support Manger 2017 - 2023
 Description of Responsibilities - In this role, I led a 15-member technical support team, ensuring the day-to-day operations ran smoothly and customer issues were efficiently resolved, maintaining high levels of satisfaction. I provided strong leadership by fostering a positive work environment, coaching team members, and conducting regular performance reviews. I served as a point of escalation for complex customer issues, analyzed feedback and support metrics for continuous improvement, and empowered the team with necessary tools and training. Establishing and monitoring key performance indicators (KPIs) was integral to meeting or exceeding service-level agreements. Overall, my role emphasized proactive problem-solving and effective communication to deliver exceptional customer support.

Accurate Assessment Group Ltd
GIS/Support Analyst 2013 - 2017
 Description of Responsibilities - I served as a support analyst, managing tier 2-3 support requests, prioritizing tasks, and ensuring project delivery on time. I specialized in support for various solutions including ESRI, Intergraph GeoMedia, Webmap and Leica mobile GPS. Engaging with clients in Alberta, Canada, I executed GIS tasks, spatial data creation, analysis, maintenance, offering custom cartography and data integration & training.

EDUCATION
Fatima Jinnah University | MSc. Environmental Sciences, 2004

CERTIFICATIONS
 Pryor Learning -- Leadership, Team- Building and Coaching Skills

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Proposed Solution
Citizen engagement is easy with Request Management Enterprise. As people communicate through many channels today, Catalis puts a great amount of effort into incorporating the latest tools to increase citizen engagement. The City of Oroville’s residents can engage not only by phone, but also via a customizable web portal, City-branded smartphone application, dedicated text line, Twitter integration, and email accounts.

Call Center and Call Entry Functionality
Users sign in to Request Management
Enterprise based on their roles, seeing
only what is needed to do their jobs
effectively. Everyone can enter a request.

The One-Screen View minimizes the time
of call center staff on each call.

Reporting
Present City service request data
in ways that enhance processes,
services, budget development,
and government transparency.

One Database
Create a unique record of interaction with
each citizen, address, or location. The
City’s staff can have informed
conversations with the public and address
new issues, acting on a request’s history,
when appropriate.

Connectedness
Catalis provides several ways to
integrate software, social media,
and mobile technologies into the
City’s citizen service initiative.

Request Management Enterprise is the most affordable and effective CRM/311 software on the market. Hundreds of government entities and call centers across the United States use this citizen request management software to improve citizen service, increase efficiency and effectiveness, re-engineer processes, and measure performance.

Request Management Enterprise
is designed to streamline the
complete request management
process. In addition to entering
requests, users can access the
knowledge base, check the service
request map, monitor incoming
requests, and manage single or
multiple issues. In no time at all,
any user, regardless of technical
experience, can master the clean,
intuitive Catalis interface.
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Service Web Portal
Styled by Catalis designers to match the City’s existing website and branding, the Service Portal is a one-stop shop for your citizens to self-help from the web or mobile device. The City can customize this portal. Citizens can either be required to create an account or allowed to remain anonymous, depending on the City’s preference. If the City chooses to let them create an account, they can log in and see the status of previously submitted requests.

Features may include:
 App advertisement banner.
 Contact page.
 Service request input form.
 Service request specific required information based on what is being reported.  Google map base with street view
 Multiple files and/or images uploader
 Knowledge Base.
 Account login.
 Account settings.
 Automatic service level expectation responses to citizen once report is issued.  Notification preference customization, where the resident can request an email, text, and/or robocall.
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Performance Transparency
Setup dashboards for residents to view real time data at the City’s control. The exact data you want to provide and how you want to display it to your community is at your control. Charts, graphs, or maps can be set up with a number of configurable filters for residents to toggle through. 355
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Knowledge Base and FAQ
The City of Oroville’s Request Management Enterprise knowledge base is an ever-growing centralized repository of information. The City has the option to tag popular articles and feature recently updated articles. The knowledge base supports video, links, and images along with any content provided by the City. Residents can search for information via keyword or browse by category. The ability for citizens to find answers to their questions via the portal significantly reduces phone calls to staff.

Features may include:
 Articles searchable by keyword
 Articles searched by category.
 Popular articles and recently updated auto-populate.
 Citizen can issue feedback on article by marking it helpful or not – Thumps up or down.  Archive and version management
 Internal authors by category
 Public (resident can see) and private (staff only) articles. 356
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Citizen Mobile Application
With the City’s branded mobile application, citizens can quickly access information and report an issue directly from their mobile phones. The Request Management Enterprise mobile application is highly customizable, and widget options are endless.

Available on iPhone and Android, the application will allow residents to self-help from the palm of their hand.

The City’s citizen mobile application enables residents to track progress of the requests they put into the system as well as receive push notification during any status change or update. When setting up an account users have the
option to also receive notifications via SMS, Email or
Voice.
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Notifications – Notices
With the Notices feature, the City can display alerts about emergent events like road closures or announcements for upcoming community events. Notices can be triggered contextually, to ensure message delivery to people most likely to be affected by the information.

When creating and managing these Notices, users have the ability to do the following:
 Mark as Urgent – Urgent Notices will appear at the top.  Set Notices to Private – Only call takers will see these “Internal” Notices (Popular in 311 call centers)
 Attach Notices to specific Request Types
 Set Geographical areas – Will prompt residents if a problem is in their area.  Set Publish and Expiration Dates
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Built in Surveys
Request Management Enterprise users can build custom surveys which will go out to the public upon completion of a request. Feedback is collected and stored in the system which can later be reported on. Unique Request IDs are also stored as requests are completed so City staff can refer to the original request and follow up with the citizen if needed.

Features include:
 Unlimited surveys
 Easy to use drag & drop survey builder.
 Optional or required field settings.
 Associate specific surveys for specific request types.  Reporting that includes built in charts.
 Upload/Download survey templates
 Export survey data in various file formats
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Staff Tools – Call Center
Most citizens call their local government offices for one of three reasons: to report something new, to check on something already reported, or to ask a question. The Request Management Enterprise “Call Center” provides all the tools needed to address any of those from one screen.  New calls are entered on the top left.
 Searching for previously entered reports (to find a status) is done on the bottom left.  Google street view (top right) helps staff determine a location when the caller doesn’t provide an address.
 A live feed to identify trends is found on the bottom right corner.  The right-side bar shows the multichannel intake option; this feature enables the City to accept reports via text, email, and/or Twitter.

Additional Features include:
 Access Internal knowledge base
 View Map with ESRI GIS layer overlay.
 ESRI GIS parcel data viewer
 Change priority level.
 Scripts
 Auto-populate customer profile by clicking their name, email, phone number.  Custom fields based on request type.
 Customized responses for updates
 Auto-detect duplicate records.
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Staff Tools – Viewing and Updating Service Requests
Staff Responders now have a clean, customizable dashboard to view their assignments. Logging in, they will only see requests that they are directly responsible for or have permission to see.

Customizable views allow each individual to predefine what they would like to see. The view “save” feature allows for quick future access (saved views on the left). Finding information is easy for staff; the sidebar knowledge base feature (right) allows them to search for information in seconds.

Additional Features Include:
 Add activity to the service request record.
 Reroute service requests to someone else or another department.  Link duplicate requests.
 View full history log.
 Reopen service requests that were closed.
 Advanced search by keyword
 Map view of all service requests
 Change priority level of service request.
 Auto-notify citizen: Robocall, tweet, text, or email.  Print service request record.
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Reporting Capabilities
Among the strongest features in Request Management Enterprise is the high-powered report writer, which enables users to customize their reports, either by tailoring the system’s existing reports or by starting from scratch. Reports can also be shared among users within your municipality or published on your website to support transparency.

Features Include:
 Custom report writer
 Shared reports
 Standard reports
 Automatic scheduled reports
 Downloadable in multiple formats
 Email reports directly
 Built-in security
 Custom dashboard for each use
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User Administration
The System Administrator has complete control over Request Management Enterprise. From adding users or groups to changing configurations on the back end, the administrator will be receiving system admin training that goes over this long list of features during project implementation.

With this permission setting the City’s System Administrator will have the power to add/edit/delete request types while assigning a customizable workflow for each type. While working with request types you can configure the following per type:
 Set type to Private or Public
 Schedule types to turn Private.
 Assign Departments and outgoing Surveys.
 Require Location and set geographic routes.
 Add tags and priority levels.
 Much more!
Within the same view you have control over creating/modifying Prompts & Scripts (Internal & External), Notification Content, Out of Bounds Messages, Knowledge Base Articles (FAQs), Routing and Custom Fields.
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User Profiles
Users may upload a profile photo within their user settings. The user profile photo can be seen throughout Request Management Enterprise. Users can see other users’ profile photos when configuring re-routing options for service request types and when scheduling reports to be sent to users. A “Contact Card” will display when the user’s profile photo is displayed. 364
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Mobile & Tablet Friendly Website
Responding and Reporting from the Field
Eliminate paperwork, increase efficiency, and shorten response times by allowing staff to respond to service requests directly from the field. With the Request Management Enterprise, the City’s users can easily and quickly document work with before and after images, generate new requests, and update citizens directly from the field.

Request data and mapping are updated
in real time between our Mobile
Management application and its
connected database, which means City
staff can review and assist on any issue,
and know what work is being done at any
time.

The RME website can be accessed on
all modern browsers. Additionally, users
are not restricted to owning a specific
type of device, such as an iPad, and can
avoid the hassle of downloading and
updating apps. The responsive design of
RME ensures a consistent and
optimized user experience across
various screen sizes and device types,
making it easier for users to navigate
and utilize the platform efficiently.

Features Include:
 On The Fly Response
 Find Near Me Mapping
 Voice To Text Commenting
 Ability To Work Offline
 Image Attachments
 Service Request Entry
 Customized Data Collection
 Connection Protection
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GIS Integration/Mapping
The Request Management Enterprise has out of the box integrations today with Google, ESRI, & OpenStreetMap. Connecting your own ESRI map layer(s) is easier than ever. Request Management Enterprise allows these map layers to overlay the base map of your choice while bringing over attribute data associated with a chosen location. Bringing GIS into Request Management Enterprise also opens the possibility of setting up Geo-routing where requests can now get routed to a different individual/group depending on the area the request lands in. With the power of GIS, you also have the opportunity to run and schedule reports based on geographic polygon data.
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Available Integrations
Request Management Enterprise has many “out of the box” integrations in place meaning setting up another application for a two-way integration could be as easy as providing a username and password.

Depending on the application, a variety of data could be transferred back and forth between these systems and even back to citizens if needed.

If you’re looking to have an application integrated that’s not already been built into Request Management Enterprise, we offer a functional REST API with documentation for future integrations.

Catalis will integrate with the City of Oroville’s existing systems assuming they have an available API to communicate. Scope of work and integrations expectations to be provided per application during project implementation.

Request Management Enterprise Integration Partners:

Chatbot
Catalis has an ongoing partnership with CitiBot. CitiBot is an AI-powered chatbot solution for citizens and governments that fosters efficient and effective communication, increasing productivity.

System Hosting
Catalis’ solutions are hosted with AWS. Please refer to https://aws.amazon.com/compliance/socfaqs/ for more information regarding security certifications.

Our hosting facilities are located in secure locations and are monitored 24/7 with a state-of-theart Intrusion Detection System (DS) and Sensor Security System. We use multiple vendor backbones to ensure data reaches the end-user in the fastest, most efficient manner possible.

Our hosting facilities are engineered to avoid any single point of failure in our connectivity, power, or HVAC.
 No limit to the amount of bandwidth/space needed for archiving, etc.  Secure portal, post-mortem reporting and investigation  Disaster recovery; a data storage solution with redundancy 367
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 Always on (no “off” toggle) mitigation service (blocks DDoS attacks) monitoring all traffic/IP addresses DDoS: Distributed Denial of Service; multiple systems targeting a single system.

Catalis Request Management Enterprise also allows the ability to authenticate users with Active Directory/LDAPS protocols.

Implementation Overview
Phase 1: Introduction
After signing the contract, your sales contact will introduce you to your project managers on the Catalis team. You will schedule an initial kick off call to discuss the timeline of the project. During this initial call, you will also schedule your first webinar from our Project Manager to get a better understanding of Request Management Enterprise from an administrator standpoint.  Meet Your Project Management Team – This is the first call you will have with your project managers from Catalis. The discussion will involve all project leads on your end.

Your project managers from Catalis will go over the phases of this project and the requirements needed to get Request Management Enterprise up and running. Any outside integrations will be discussed during this time. While this is being discussed a timeline will be built out based upon your full launch date.
 Kick off Meeting – During this kick-off meeting, your project managers from Catalis will give a presentation to your departments and other stakeholders showing how they can greatly benefit from using Request Management Enterprise. Your project managers will answer any questions departments may have during this time. Following the presentation, the Catalis team will meet with additional stakeholders to discuss their involvement.  Administrator Training – Our PM will be in touch with you and your “admin” users to schedule a time to have your first webinar. This first webinar, Administrator Training, is directed towards power users of Request Management Enterprise. These will be users who will be making additions, changes, or overlooking Request Management Enterprise.

During this webinar you will get a much better understanding of how the requirements needed for implementation will drive the performance of Request Management Enterprise.

You will be provided with an in-depth view of how Request Management Enterprise works.

Phase 1
Introduction
Week 1
Phase 2
Implementation
Week 1 - 4
Phase 3
Configurations
Week 4- 6
Phase 4
Branded App
Week 6- 8
Phase 6
Training, Soft Launch
Week 6-8
Phase 7
Full Launch
Week 8-10
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The PMs will give many examples and answer any questions you may have during this call. This webinar is followed by additional webinars as the project moves along.

Phase 2: Implementation
During your introductory call with your project managers from Catalis, they will provide you with a list of requirements needed for implementation. They will work with you and other departments to gather this data. A call will be scheduled between your IT and GIS departments to discuss additional data the Catalis team will need. The minimal data needed for implementation will be:
 Citizen Record Database – Names and addresses for citizens within your municipality.

Voter registration data is recommended. Previous records from existing systems can also be used and imported from the Catalis side.
 Users List – A list of users who will be using Request Management Enterprise. This will be anyone receiving notifications or entering calls into Request Management Enterprise.

Their email addresses will need to be provided. If you will be using SSO with ADFS or Azure AD please provide this list.
 List of Departments – A full list of departments in your municipality. Request Management Enterprise can report on Service Request Types and the responsible department.
 Service Request Types – Service requests are requests for help; service request types are the reasons that help is necessary. They also are key items for which an organization needs data to report on to enhance services and performance.  Routes – Routes are the departmental experts - individuals or groups - responsible for resolving service requests.
 Escalation Routes – Additional routes that will be notified if the request hasn’t been taken care of during a certain time period. You will decide on this time frame and who will be notified.
 GIS Layers – Your Project Managers from Catalis will work with your GIS departments on the integration of GIS layers via ESRI. (if available)
Product Enhancements
 Knowledge Base Articles - A knowledge base is a centralized repository for information, a database of related information about a particular subject. Similar to Frequently Asked Questions, this will be built out to related Service Request Types.  Prompts & Scripts – Information that is related to a request type that may provide you with information to give out to a submitter or with questions to help you collect information.  Notification Content - This is information about request resolution expectations, for example, that an organization can “push” to submitters. It is delivered in the initial receipt email when notifications are enabled.
 Custom Fields - A field type that you can create to collect data that Request Management Enterprise doesn’t.
 Reusable Comments - Information snippets that you may use repeatedly. You can add your own or use a global comment that has been added for everyone’s use.  Schedule Reports – Reports can be custom built and delivered to your schedule.  “Places” Lookup - A place is a landmark, place, or building that is more known by name than address. Rather than searching for an address, citizens can search by Places when entering the location of a request.
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Phase 3: Configuration
During this phase Catalis will also work with you on configurations within Request Management Enterprise. These configurations will include;
 Setting up Request Management Enterprise Email Address  Build Email Templates – By default Request Management Enterprise will provide canned email templates. You will have the option to build these out and brand them to best fit your municipality.
 SSO setup – Connect to your Azure AD or ADFS environment. (if available)  Enable Auto-call/SMS – Setting up Request Management Enterprise with phone numbers for auto-call back and text messaging.
 Develop a Call Script – With auto-call turned on you will develop text associated with your municipality.
 Configure Calendar on Escalations – Setup calendar to eliminate escalation count on weekends or during holidays.
 Add Intake – Designated email, or SMS for requests coming in. Create and add accounts to Request Management Enterprise as another way to intake Service Requests.

Phase 4: Branded App
Your branded app integrates with your installation of RME to allow your citizens to submit requests for service from their smart phone or tablet and show you the problem by sending a photo of the issue. This is key element, but you don’t have to stop there. There’s really no limit to what you can incorporate into your app. You will work with the Catalis team on deciding which additional app elements work best for your municipality. The Web Design team from Catalis will work closely with you building out the following:
 App Name - Try to relate your title to your organization or your project with a name that promotes your 311 center, if applicable, or some interaction between you and your citizens.
 Splash Screen Image - The first screen image of your app that users see as it loads, opens and takes you to the home screen.
 Images – Images that can be changed on demand that show off your municipality.  Icon - Essentially your app logo.
 Buttons or App Elements – Aside from submitting a request, what else would you like the app to do for your citizens.

Building out the branded app typically takes 4-6 weeks from start to publish. This can begin during the early phases of the project. Client must have their own developer account with Apple so we can publish the app on your behalf.
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Phase 5: Training & Soft Launch
Training dates will be set up for you and your staff planning to use Request Management Enterprise. This can include onsite training or online webinars from our Educational Department.

You and your staff will have full access to Catalis Academy, which offers several learning opportunities. The Academy offers online training courses consisting of videos and live online webinars. During this phase you and your team will:
 Set Date & Location for Training
 Provide Memo to Your Users about Request Management Enterprise  Distribute Info about Prerequisite Training – Catalis Academy will guide your team through a process that's meant to help more easily grasp the new software and processes you're going to put into place. This is done before onsite training begins.  Onsite Training (optional add-on) - Onsite training is optimal for 12 to 15 users per session, and the Educational Department will hold three two-hour sessions in a day, by role or point of entry into Request Management Enterprise. All sessions are hands-on and interactive, with games and exercises designed to enhance retention. If onsite training was not purchased, full access will be provided to the Catalis Academy.  Soft Launch – You are now live! Directly after training your soft launch will begin.

During the Soft Launch Phase your staff will be adding calls and requests into Request Management Enterprise. This is the time when your staff will become familiar with the features and benefits of Request Management Enterprise.

Phase 6: Full Launch
At this final stage you will begin the rollout and announcement of Request Management Enterprise to the public. Catalis’ marketing team will be in touch during this time to discuss and develop ways to market Request Management Enterprise and your branded mobile app to your community. This exciting phase will include:
 Request Management Enterprise Webform – Introducing the Request Management Enterprise webform onto your municipal website. You will work with the Catalis team to decide on which elements you want to include or make a requirement on the webform.

The webform is responsive and will be styled to match your website.  Marketing – Discuss outboard marketing campaign. Some of these methods will include reaching out to local news outlets, connecting to your citizens through social media and more.

After the full launch has been deployed the Catalis team will regularly be in touch to set up reviews. During this time, you will discuss improvements and exciting new updates with the Catalis team!
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Ongoing Maintenance and Support
Catalis’ Support Team maintains robust support processes and implements advanced ticketing and tracking systems to streamline customer inquiries and monitor satisfaction. This systematic approach ensures that each customer request receives the attention they deserve and is promptly routed to the appropriate team member with the necessary expertise. These processes also enable better tracking of customer interactions, ensuring continuity and providing valuable insights for future product improvements.

The support team can handle a wide variety of technical issues at rapid speed, provide in-depth product knowledge, and offer personalized guidance tailored to each customer’s unique needs.

Catalis also invests in continuous training and professional development programs for support staff. This commitment to ongoing learning ensures that the team remains up to date with the latest industry trends, emerging technologies, and best practices. As a result, customers benefit from knowledgeable support agents who can provide informed guidance and resolve their concerns effectively.

Catalis prides itself on providing the best local customer support in the industry. Our commitment to exceptional customer service sets us apart and ensures that our clients receive unparalleled assistance throughout their partnership with us. There are multiple ways of contacting Catalis Support including phone and email. Catalis support is truly unmatched.

Catalis’ Support Team offers several contact methods to best suit the needs of every customer.

We also provide support around-the-clock:
 Live Support – 8:00am - 4pm Pacific Time, Monday-Friday (excluding holidays)  Via phone, email, or through our support portal.
 Customer Support Portal (FAQs, tips, news, etc.)
After each support request is resolved, Catalis sends a survey to the customer. Catalis values customer feedback tremendously as it helps us gauge the quality of our support services and identify areas for improvement. These surveys provide an invaluable opportunity for you to share your experience, ensuring that we consistently meet and exceed your expectations. By collecting feedback through surveys, we gain insights into customer satisfaction with the support process, the effectiveness of Catalis solutions, and the overall customer experience. This feedback allows us to assess the support team’s performance, identify areas where we excel, and address any shortcomings promptly. Customer input guides us in enhancing our support offerings, streamlining processes, and refining our overall approach to better serve you. Moreover, surveys empower Catalis customers to voice opinions and concerns.
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Customer feedback plays a crucial role in shaping Catalis’ ongoing efforts to provide exceptional support. It helps us understand each customer’s unique needs and preferences, allowing us to tailor our services. Survey results have shown the following:
 Our Customer Satisfaction Score – 4.9 out of 5
 After a support case is resolved, clients are sent a survey to rate how happy they are on a scale of 1-5. The rating above represents Catalis’ average year to date CSAT at the time of submission.
 Our Customer Effort Score – 4.86 out of 5
 This number represents the average customer rating of ease in contacting Catalis support.

Our support philosophy goes beyond simply reacting to customer issues. We adopt a proactive approach by identifying potential challenges before they escalate and working to prevent them from occurring. Regularly monitoring our software performance, analyzing user feedback, and staying ahead of industry trends enables us to anticipate potential issues and take necessary actions to ensure a seamless user experience.

Customer Satisfaction Surveys (CSAT) - What our Customers have to say.

Survey Results:
*Past 30 days *Past 12 months
*Data captured April 11, 2024
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Survey Comments:
 ”Your team is amazing. I would be lost without them!! THANK YOU”  “Each and every employee I dealt with were helpful and amazing. Everyone should have employees like this. Excellent support, much appreciated. Went out of their way to assist and follow up.”
 “Fantastic help - always so knowledgeable - always available to help and learn. Thanks so much.”
 “Always professional and extremely helpful ....Thank you!!”  “Great customer service, representative very knowledgeable and eager to help. Very patient and helpful.”
 “I am super happy that I have the support when its needed. The way they explain and show me how to do something makes the problem so much easier. Thank you.” Contacting Catalis Support
There are multiple ways of contacting Catalis Support. Our local Support Team is truly unmatched. Municipalities can call us and speak with a live person at our office.

Catalis uses a Salesforce internal service request system, which allows customers to submit queries, feedback, and get general support for new and existing municipal staff via email or phone.

The Catalis Support Team will communicate all updates regarding support tickets via email.

Catalis follows a step-by-step process for support tickets that prioritizes the needs of the customer and provides a sufficient solution for the problem at hand. The diagram below outlines the typical process Catalis support tickets follow from creation to resolution:

The Catalis Service Level Agreement (SLA) diagram is used to track the response and resolution time of customer requests.
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Product Upgrades
Product upgrades are included in the CRM package that will be received by the City of Oroville.

The City will not have access to version control. However, we will notify and review product upgrades with the City before any changes are made to the CRM system.

Releases and patches go through several layers of testing before production is updated. We do feature testing as developers finish new features. Once a release is finalized, we do full application regression testing. Internal staff is then trained on the new release as well as new features are documented. Substantial releases also receive release notes and in some cases demo videos are included to help communicate new functions. Once we have our internal teams ready to support our customers, we push the update to production.

Representative Projects
RME clients that have been implemented in the last 5 years:
 Arlington, VA
 Claudia O'Connor
 [email protected]
 (703) 228-3283
 https://arlingtonva.qscend.com/311
 Avondale, AZ
 Micah Leigh
 [email protected]
 623-333-5016
 https://avondaleaz.qscend.com/311
 Belleville, IL
 Dean Hardt
 [email protected]
 (618) 355-8614
 https://bellevilleil.qscend.com/311
 Broward County, FL
 John Sam
 [email protected]
 954.831.3994
 https://browardcountyfl.qscend.com/311
 Chatham County, GA
 Jackie Jackson
 [email protected]
 (912) 652-7953
 https://chathamcountyga.qscend.com/311
 Chatham, IL
 Patrick McCarthy
 [email protected]
 217-697-5809
 https://chathamil.qscend.com/311

CONFIDENTIAL
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 Collier County, FL
 Michael Brownlee
 [email protected]
 (239) 252-2679
 https://colliercountyfl.qscend.com/311
 Deland, FL
 Jessica Gray
 [email protected]
 386-626-7084
 https://delandfl.qscend.com/311
 East Hartford, CT
 Jessica Carrero
 [email protected]
 860-291-7108
 https://easthartfordct.qscend.com/311
 Englewood, CO
 Joe Isenbart
 [email protected]
 303-783-6841
 https://englewoodco.qscend.com/311
 Evanston, IL
 Sue Pontarelli
 [email protected]
 847-866-5093
 https://evanstonil.qscend.com/311/
 Fairfield, CT
 Dave Kelley
 [email protected]
 203-254-4806
 https://fairfieldct.qscend.com/311
 Glendale, AZ
 James Dellaitre
 [email protected]
 (623) 930-2924
 https://glendaleone.com/G1
 Jefferson County, CO
 Heather Henderson
 [email protected]
 303-271-8756
 https://jeffersoncountyco.qscend.com/311

CONFIDENTIAL
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 Kirkland, WA
 Kate Ryan
 [email protected]
 425-587-3004
 https://kirklandwa.qscend.com/ourkirkland
 Lacey, WA
 Kelly Adams
 [email protected]
 360-412-2892
 https://laceywa.qscend.com/311
 Manatee County, FL
 Lacy Pritchard
 [email protected]
 941-748-4501 x3827
 https://manateecountyfl.qscend.com/311
 Mercer County, NJ
 Brianna Machado
 [email protected]
 609-278-8086
 http://www.mcianj.org/311
 Mercer Island, WA
 Ali Spietz
 [email protected]
 206-275-7667
 Meriden, CT
 John Lawlor
 [email protected]
 203-630-4022
 https://meridenct.qscend.com/qalert/
 Middlesex County, NJ
 Kevin Figa
 [email protected]
 732-402-2147
 https://middlesexcountynjia.qscend.com/311
 Munhall, PA
 Seth Abrams
 [email protected]
 412-464-7310 x1001
 https://munhallpa.qscend.com/311
 Olympia, WA
 Melynda Schmitt
 [email protected]
 360-753-8225
 https://olympiawa.qscend.com/311

CONFIDENTIAL
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 Oxford, AL
 Sandra Hancock
 [email protected]
 256-241-4311
 https://oxfordal.qscend.com/311
 Pacific Grove, CA
 Mohammed Khasimi
 [email protected]
 831- 648-3170
 https://pacificgroveca.qscend.com/311
 Port St. Lucie, FL
 Jasmin Padova
 [email protected]
 772-871-5225
 https://portstluciefl.qscend.com/311
 Redmond, WA
 Julia Scotland
 [email protected]
 425-556-2900 x7
 https://redmondwa.qscend.com/311
 Revere, MA
 Randall Mondestin
 [email protected]
 781-286-8311
 https://reverema.qscend.com/311
 Rochester, MN
 Jenna Bowman
 [email protected]
 507-328-2913
 https://rochestermn.qscend.com/311
 Sandwich, MA
 Heather Harper
 [email protected]
 508-888-5144
 https://sandwichma.qscend.com/311
 Sarasota County, FL
 Kelly Vandine
 [email protected]
941-861-5632
https://sarasotacountyfl.qscend.com/311
 Shreveport, LA
 William Daniel
 [email protected]
 318 -673-5515
 https://shreveportla.qscend.com/311

CONFIDENTIAL
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 Somerville, MA
 Steve Craig
 [email protected]
 617-666-3311
 https://somervillema.qscend.com/311
 Southfield, MI
 John Michrina
 [email protected]
 248-796-5114
 https://southfieldmi.qscend.com/311
 St. Clair Shores, MI
 Nick Dushaj
 [email protected]
 https://stclairshoresmi.qscend.com/311
 Watertown, CT
 Mark Raimo
 [email protected]
 860-945-5255
 https://watertownct.qscend.com/311
 West Miami, FL
 Gabriela Lopez
 [email protected]
 786-368-8924
 https://westmiamifl.qscend.com/311

CONFIDENTIAL
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REFERENCES
City of Pacifica, CA
Contact: Sarah Coffey, City Clerk
Phone: (650) 738-7307
Email: [email protected]
Website: https://pacificaca.qscend.com/311
City of Salinas, CA – City Manager’s Office
Contact: Sophia Rome, Community Relations Manager (PIO) Phone: Direct: (831) 758-7407 І Office: (831) 758-7201
Email: [email protected]
Website: https://salinasca.qscend.com/311
City of Pacific Grove, CA
Contact: Mohammed Khasimi, Chief Information Officer (CIO) Phone: (831) 648-3170
Email: [email protected]
Website: https://pacificgroveca.qscend.com/311
City of Lacey, WA – Public Affairs Department
Contact: Kelly Adams, Community Relations Manager (PIO) Phone: Cell: 360-790-4632 | Desk: 360-412-2892
Email: [email protected]
Website: https://laceywa.qscend.com/311

CONFIDENTIAL
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Item 7.

For years, the City of Evanston, IL, struggled with its citizen support system due to inefficiencies and outdated technology. Director Sue Pontarelli and her team sought a modern solution to align with the City's commitment to innovation and responsiveness.

Evanston partnered with Catalis, a leader in citizen
support solutions, and implemented the 311 Evanston
app. This robust platform offers advanced reporting and intuitive applications for both citizens and staff, perfectly matching Evanston's forward-thinking vision.

Catalis ensured a seamless implementation, providing
dedicated support and in-person training. Our lead
project manager worked closely with Director Pontarelli to ensure a smooth transition, empowering City staff to fully utilize the new system.

The 311 Evanston app has revolutionized citizen
support, streamlining interactions and enhancing
municipal services. Positive feedback highlights its
success, reinforcing Evanston’s reputation for customer service excellence and innovation. Explore the City’s
311 platform upgrade journey in a video testimonial,
showcasing the profound impact of technology on citizen engagement.
https://youtu.be/-WjPIpAH7CU
Explore Evanston’s 311 platform
upgrade journey in a City of
Evanston, IL video testimonial.

Evanston 311
“The new app from Catalis for contacting the City is amazing and is making the call and citizen support center more efficient.”
Sue Pontarelli, City of Evanston, IL, Director
https://evanstonil.qscend.com/311/
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PAYMENT TERMS AND IMPLEMENTATION
COSTS
Software Description Type TOTAL
RME SaaS License
Annual License includes the following:
 Unlimited users
 Training - Catalis Academy subscription
 Support – full access to Catalis Support
 Citizen Branded app – iOS & Android –
updates and changes
 Performance Transparency Dashboards –
updates and changes
 Maintenance, Upgrades & API access
Annual/Recurring $25,750
RME Implementation
One-time implementation includes:
 Dedicated Catalis PM until product launch
 Training – Administrative training – Virtual
 Citizen Branded app design and launch
 Transparency Dashboard setup and
configuration
One-time $20,000
Optional add-on Services
Remote training and project kickoff (2-day minimum) One-time $1,200/day Travel costs TBD for on-site training - -
Total Year One Cost - $45,750
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Mike LeBeau, Regional Sales Manager
[email protected] | 203-590-9997
Thank you for taking the time to review our 311
Citizen Relationship Management (CRM) Solution
proposal. We are confident that our expertise and
dedication to excellence position us as the optimal
partner for your 311 needs. We look forward to the
opportunity to support your ongoing success.

Should the City of Oroville have any questions or
require further information, please do not hesitate
to contact us.
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CITY OF OROVILLE

STAFF REPORT
TO: MAYOR PITTMAN AND COUNCIL MEMBERS
FROM: FRED MAYO, DIRECTOR OF PUBLIC WORKS
RE: PRESENTATION FROM ALL AMERICAN WELDING FOR NEW

SAFETY FENCING FOR TABLE MOUNTAIN BLVD
DATE: FEBRUARY 4, 2025

SUMMARY
The City Council shall consider authorizing the execution of an agreement with All American Welding for the design and construction of fencing for Table Mountain Blvd.

DISCUSSION
All American Welding Company has been contacted to create a conceptual design for safety fencing along Table Mountain Blvd. The purpose of this fencing is to enhance public safety by providing a barrier along the sidewalk from the traffic lanes and to add an artistic touch to the new mosaic art installed on the retaining wall near the fish hatchery.

The proposed design and construction concepts will be presented to the City Council for review and feedback. These upgrades are intended to prevent pedestrian and bicycle traffic from accidentally entering roadway lanes, improving overall safety in the area.

The construction cost is estimated not to exceed $200,000.

FISCAL IMPACT
Not-to-exceed $200,000.00. This project was not budgeted. If approved, funding would need to come from contingencies.
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ACTION REQUESTED

REVIEW AND PROVIDE DIRECTION TO PUBLIC WORKS STAFF REGARDING THE FENCING CONCEPTS AND CONSTRUCTION OF FENCING.

ATTACHMENTS

1. Quotes for proposed fencing
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Item 8.

ESTIMATE
All American Welding
143 Lone Tree Rd
Oroville, CA 95965
[email protected]
+1 (530) 403-9271
Bill to
Fred Mayo
City of Oroville
Ship to
Fred Mayo
City of Oroville
Estimate details
Estimate no.: 1067
Estimate date: 11/05/2024
# Date Product or service Description Qty Rate Amount

1. Multi Line Rail -We will be fabricating and installing pedestrian guardrail to go up the hill from the
fish hatchery.
-This design will have multiple mid rails giving
it a sleek and modern look. The top rail will be
1"x3" rectangle tubing. The mid rails will be
1"x2" rectangle tubing. And the posts will be
2 1/2"x2 1/2" square tubing. Attached is an
image of the design of the railing.
-The panels will be made in 20' sections that
will be bolted together so that they can be
installed with no welding and can be
replaced if a section is ever damaged.
-The posts can be surface mounted to the
concrete, or core drilled and set in the
concrete.
-The rails will be powder coated a color of
your choosing.
-The purpose of this guardrail is to provide
some safety to pedestrians and help prevent
people from stepping off of the sidewalk into
the street.
-The price is per foot. The total footage is an
approximation, and the price will vary if there
is more or less guardrail, which will depend
on where it is decided the rail will start and
stop.
-Artwork can be added to the design for an
additional fee. The price will depend on the
artwork design and the quantity.
-An initial installment payment will be required
to purchase materials and begin work.
-Anything not specifically included in this
scope is specifically excluded.
680 $210.00 $142,800.00
386
Item 8.

Subtotal $142,800.00
Sales tax $10,353.00
Total $153,153.00
Accepted date Accepted by
387
Item 8.

ESTIMATE
All American Welding
143 Lone Tree Rd
Oroville, CA 95965
[email protected]
+1 (530) 403-9271
Bill to
Fred Mayo
City of Oroville
Ship to
Fred Mayo
City of Oroville
Estimate details
Estimate no.: 1069
Estimate date: 11/18/2024
# Date Product or service Description Qty Rate Amount

1. Fish Artwork -We will be cutting out custom stainless steel fish for artwork on the rail by the
fish hatchery.
-The fish will be done in the style shown
in the attached photos.
-They will be backed with powder
coated steel for contrast.
-Up to 4 different designs of fish will be
used, spaced out along the run of
railing.
-Approximately 20 fish is what we
recommend spaced out in that length of
railing.
20 $2,000.00 $40,000.00
Note to customer
Thank you for your business.

Subtotal $40,000.00
Sales tax $2,900.00
Total $42,900.00
Accepted date Accepted by
388
Item 8.

ESTIMATE
All American Welding
143 Lone Tree Rd
Oroville, CA 95965
[email protected]
+1 (530) 403-9271
Bill to
Fred Mayo
City of Oroville
Ship to
Fred Mayo
City of Oroville
Estimate details
Estimate no.: 1068
Estimate date: 11/05/2024
# Date Product or service Description Qty Rate Amount

1. Round About Style Rail -We will be fabricating and installing pedestrian guardrail to go up the hill from the
fish hatchery.
-This design will closely replicate the style of
railing that is at the roundabout. We will use
similar sized tubing, and we will closely match
the wavy patterns in the existing rails.
-The panels will be made in 20' sections that
will be bolted together so that they can be
installed with no welding and can be
replaced if a section is ever damaged.
-The posts can be surface mounted to the
concrete, or core drilled and set in the
concrete.
-The rails will be powder coated a color of
your choosing.
-The purpose of this guardrail is to provide
some safety to pedestrians and help prevent
people from stepping off of the sidewalk into
the street.
-The price is per foot. The total footage is an
approximation, and the price will vary if there
is more or less guardrail, which will depend
on where it is decided the rail will start and
stop.
-Artwork can be added to the design for an
additional fee. The price will depend on the
artwork design and the quantity.
-An initial installment payment will be required
to purchase materials and begin work.
-Anything not specifically included in this
scope is specifically excluded.
680 $180.00 $122,400.00
Subtotal $122,400.00
Sales tax $8,874.00
389
Item 8.

Total $131,274.00
Accepted date Accepted by
390
Item 8.

ESTIMATE
All American Welding
143 Lone Tree Rd
Oroville, CA 95965
[email protected]
+1 (530) 403-9271
Bill to
Fred Mayo
City of Oroville
Ship to
Fred Mayo
City of Oroville
Estimate details
Estimate no.: 1066
Estimate date: 11/05/2024
# Date Product or service Description Qty Rate Amount

1. 3 Line Guard Rail -We will be fabricating and installing pedestrian guardrail to go up the hill from the
fish hatchery.
-This is a clean and economical design that
will have a 2"x4" rectangle tubing top rail, 3"
square posts, and two 2"x3" rectangle mid
rails. Attached is an example of the design.
-The panels will be made in 20' sections that
will be bolted together so that they can be
installed with no welding and can be
replaced if a section is ever damaged.
-The posts can be surface mounted to the
concrete, or core drilled and set in the
concrete.
-The rails will be powder coated a color of
your choosing.
-The purpose of this guardrail is to provide
some safety to pedestrians and help prevent
people from stepping off of the sidewalk into
the street.
-The price is per foot. The total footage is an
approximation, and the price will vary if there
is more or less guardrail, which will depend
on where it is decided the rail will start and
stop.
-Artwork can be added to the design for an
additional fee. The price will depend on the
artwork design and the quantity.
-An initial installment payment will be required
to purchase materials and begin work.
-Anything not specifically included in this
scope is specifically excluded.
680 $150.00 $102,000.00
Subtotal $102,000.00
Sales tax $7,395.00
391
Item 8.

Total $109,395.00
Accepted date Accepted by
392
Item 8.

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CITY OF OROVILLE

STAFF REPORT
TO: MAYOR PITTMAN & COUNCIL MEMBERS
FROM: TIM KABER, PROJECT MANAGER
RE: APPROVAL OF CONTRACT FOR CODE AND COST ANALYSIS OF
2000 CHALLENGER AVENUE FOR CONVERSION TO A SECOND

PUBLIC SAFETY FACILITY WITHIN THE CITY
DATE: FEBRUARY 4, 2025

SUMMARY
The City Council shall consider approving the contract with David Griffith Architects for services related to Code and Cost Analysis of converting 2000 Challenger Avenue to a public safety facility.

DISCUSSION
The City is considering locations to construct a new public safety facility in the Thermalito area near the airport. A public safety station in this area will reduce response time to public safety incidents in Thermalito. This is a growth area for the City with several developments under consideration.

The City owns the facility at 2000 Challenger Avenue, which is in an ideal location for a public safety facility to serve the local area. The facility was constructed in 1994 as the Manufacturing Development Center for the Oroville Redevelopment Agency. The design of the facility was accomplished using the 1991 California Building Code (CBC). There have been multiple revisions of the CBC since 2000 Challenger Avenue was first designed and constructed. A public safety facility is considered a First Responder Facility, which is to be designed to a higher standard than most facilities.

The proposed contract will evaluate the facility to determine the feasibility of renovation into a public safety facility. The contract will address code issues pertaining to structural safety, essential services to maintain operability during an emergency, life safety, disabled access, energy compliance, and cost analysis. The contractor will provide a rough order of magnitude of design and construction cost for the renovation.

This contract will inform the City’s plans on renovation at 2000 Challenger Avenue, or a 393
Item 9.

Page 2 ends

new facility at another location within the airport area.

FISCAL IMPACT
$11,500 to be paid from CFD funds.

ACTION REQUESTED -
APPROVE THE CONTRACT FOR 2000 CHALLENGER AVENUE ANALYSIS AND AUTHORIZE THE MAYOR TO SIGN.

ATTACHMENTS
Draft Contract with David Griffith Architects
394
Item 9.

CITY OF OROVILLE

AGREEMENT FOR PROFESSIONAL SERVICES
This Agreement is made on this 4th day of February, 2025, at Oroville, California, by and between the City of Oroville, a California Charter City, 1735 Montgomery Street, Oroville California, 95965 (hereinafter referred to as the “CITY”) and Griffith Architects, Inc. 242 Broadway Suite 8, Chico, California 95928 (hereinafter referred to as the “CONTRACTOR”).

RECITALS
A. The CITY proposes to contract for professional services as outlined below; B. The CONTRACTOR is willing to perform such services and has the necessary qualifications by reason of experience, preparation, and organization to provide such services; NOW, THEREFORE, the CITY and the CONTRACTOR, mutually agree as follows:

1. SERVICES.

The CONTRACTOR shall perform those services set forth in the attached Exhibits, which are attached hereto and incorporated herein by reference.

2. TERM OF AGREEMENT.

The term of this contract shall commence upon execution by both parties and shall expire on June 30, 2025 unless extended in writing in advance by both parties.

3. TIME OF PERFORMANCE.

The services of the CONTRACTOR are to commence upon receipt of a notice to proceed from the CITY and shall continue until all authorized work is completed to the CITY’s satisfaction, in accordance with paragraph 2, unless extended in writing by the CITY.

4. PAYMENT FOR SERVICES.

The CONTRACTOR shall be compensated in an amount not to exceed $11,500 for services provided pursuant to this Agreement as described in the attached Exhibits. Compensation shall under no circumstances be increased except by written amendment of this Agreement. The CONTRACTOR shall be paid within forty-five (45) days of presentation of an invoice to the CITY for services performed to the CITY’s satisfaction. The CONTRACTOR shall submit invoices monthly describing the services performed, the date services were performed, a description of reimbursable costs, and any other information requested by the CITY.

5. CONTRACT ADMINISTRATION.

5.1. The CITY’s Representative. Unless otherwise designated in writing, Fred Mayo shall serve as the CITY’s representative for the administration of the project. Day-to-day management of the project will be performed by Tim Kaber. All activities performed by the CONTRACTOR shall be coordinated with this person (Kaber).
395
Item 9.

5.2. Manager-in-Charge. For the CONTRACTOR David M. Griffith shall be in charge of the project on all matters relating to this Agreement and any agreement or approval made by her/him shall be binding on the CONTRACTOR. The Manager-in Charge shall not be replaced without the written consent of the CITY.

6. TERMINATION.

7. INDEMNIFICATION.

Contractor shall indemnify and hold harmless CITY from and against all liability arising out of or in connection with Contractor's negligent or wrongful acts, errors or omissions in the performance of work hereunder or its failure to comply with any of its obligations contained in this Agreement. Similarly, the CITY shall indemnify and hold harmless Contactor from and against all liability arising out of or in connection with CITY's negligent or wrongful acts, errors or omissions in the performance of work hereunder or its failure to comply with any of its obligations contained in this Agreement. It is expressly understood and agreed that the foregoing provisions are intended to be as broad and inclusive as is permitted by the law of the State of California but the indemnity obligation of each Party will exclude such loss or damage which is determined to be caused by the sole negligence or willful misconduct of the other Party. 396
Item 9.

The obligations established by this paragraph will survive termination of this Agreement. For purposes of this paragraph:
• CITY means the CITY Council and its subordinate bodies, elected and appointed CITY officials and officers, CITY employees and authorized agents and volunteers of the CITY.
• Liability means any claims or causes of action raised or asserted by, damage to, loss or expense incurred by or judgments rendered in favor of persons or entities not a party to this Agreement.
• The types of damages included within this indemnity obligation include, but are not limited to, personal injury, bodily injury, death, loss of use, and damage to or loss of real and personal property.
• The indemnity obligations of this paragraph includes all forms of negligent acts, errors and omissions, wrongful behavior and willful misconduct (including but not limited to breaches of professional standards of care, if applicable, and breach of contract) by either respective Party, and any of its officers, agents employees and subcontractors.

8. INSURANCE REQUIREMENTS.

8.1. The CONTRACTOR, at the CONTRACTOR’s own cost and expense, shall procure and maintain, for the duration of the contract, the following insurance policies:

CONTRACTOR also agrees to require all contractors, and subcontractors to do likewise.

8.2.3. This insurance shall act for 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.

8.2.6. Any failure to comply with reporting provisions of the policies shall not affect coverage provided to the CITY, its elected or appointed officers, officials, employees, agents, or volunteers.

8.3. Self-Insured Retention/Deductibles. All policies required by this Agreement shall allow CITY, as additional insured, to satisfy the self-insured retention (“SIR”) and/or deductible of the policy in lieu of the CONTRACTOR (as the named insured) should CONTRACTOR fail to pay the SIR or deductible requirements. The amount of the SIR or deductible shall be subject to the approval of the CITY Attorney. CONTRACTOR understands and agrees that satisfaction of this requirement is an express condition precedent to the effectiveness of this Agreement. Failure by CONTRACTOR as primary insured to pay its SIR or deductible constitutes a material breach of this Agreement. Should CITY pay the SIR or deductible on CONTRACTOR’s behalf upon the CONTRACTOR’s failure or refusal to do so in order to secure defense and indemnification as an additional insured under the policy, CITY may include such amounts as damages in any action against CONTRACTOR for breach of this Agreement in addition to any other damages incurred by CITY due to the breach.

8.4. Certificates of Insurance. The CONTRACTOR shall provide certificates of insurance with original endorsements to the CITY as evidence of the insurance coverage required herein.

9. ASSIGNMENT AND SUBCONTRACTING.

The parties recognize that a substantial inducement to the City for entering into this Agreement is the professional reputation, experience, and competence of the CONTRACTOR. Assignments of any or all rights, duties, or obligations of the CONTRACTOR under this Agreement will be permitted only with the express consent of the CITY. The CONTRACTOR shall not subcontract any portion of the work to be performed under this Agreement without the written authorization of the CITY. If the CITY consents to such subcontract, the CONTRACTOR shall be fully 399
Item 9.
responsible to the CITY for all acts or omissions of the subcontractor. Nothing in this Agreement shall create any contractual relationship between the CITY and subcontractor nor shall it create any obligation on the part of the CITY to pay or to see to the payment of any monies due to any such subcontractor other than as otherwise is required by law.

10. COMPLIANCE WITH LAWS, CODES, ORDINANCES, AND REGULATIONS.

The CONTRACTOR shall use the standard of care in its profession to comply with all applicable federal, state, and local laws, codes, ordinances, and regulations.

11. CONFLICT OF INTEREST.

12. NON-DISCRIMINATION AND EQUAL EMPLOYMENT OPPORTUNITY.

The CONTRACTOR represents and agrees that it does not and will not discriminate against any employee or applicant for employment because of race, religion, color, national origin, sex, sexual orientation, gender identity, political affiliation or opinion, medical condition, or 400
Item 9.
pregnancy or pregnancy-related condition. The CONTRACTOR will ensure that applicants are employed, and that employees are treated during employment without regard to their race, religion, color, national origin, sex, sexual orientation, gender identity, political affiliation or opinion, medical condition, or pregnancy or pregnancy-related condition. Such action shall include, but not be limited to the following: employment, upgrading, promotion, demotion or transfer; recruitment or recruitment advertising; layoffs or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship. The CONTRACTOR agrees to include in all solicitations or advertisements for employment and to post in conspicuous places, available to employees and applicants for employment, notices setting forth the provisions of this nondiscrimination clause.

13. RECORDS AND AUDITS.

All records shall be made available at the request of the CITY, with reasonable notice, during regular business hours, and shall be retained by the CONTRACTOR for a period of three years after the expiration of this Agreement. CONTRACTOR, at it’s sole cost shall provide the CITY with electronic copies of all deliverables upon request.

14. INDEPENDENT CONTRACTOR.

The CONTRACTOR is and shall at all times remain as to the CITY a wholly independent CONTRACTOR. Neither the CITY nor any of its agents shall have control over the conduct of the CONTRACTOR or any of the CONTRACTOR’s employees or agents, except as herein set forth. The CONTRACTOR shall not at any time or in any manner represent that it or any of its agents or employees are in any manner agents or employees of the CITY. The CONTRACTOR shall have no power to incur any debt, obligation, or liability on behalf of the CITY or otherwise act on behalf of the CITY as an agent unless that authority is expressly authorized in writing by CITY. By executing this Agreement, CONTRACTOR confirms and asserts that A) they shall be responsible to direct their own work and are free from CITY control in the precise manner and details of how the work is carried out; B) that the work performed by CONTRACTOR is understood to be outside the scope of the usual course of business carried out by the CITY; and C) that CONTRACTOR is customarily engaged in an independently established trade, occupation, or business of the same nature of that performed for the CITY.

If CONTRACTOR, at any time comes to believe that they are an employee and not an independent contractor, CONTRACTOR shall immediately notify the CITY of such belief. All work to be performed by CONTRACTOR under this Agreement shall be immediately suspended. Contractor agrees to indemnify and hold harmless the Company from any and all claims, demands, losses, causes of action, damage, lawsuits, judgments, including attorneys' fees and costs, provided that such claims arise out of or are based upon the Contractor's designation as an independent contractor and not as an employee of the Company. Contractor waives any right to recover from the Company any expenses or losses, including but not limited to those arising from claims that Contractor was misclassified as an independent contractor unless such indemnification is prohibited by law. In the event CONTRACTOR notifies CITY of a purported misclassification, the CITY may elect to immediately terminate this Agreement. 401
Item 9.

16. NOTICE.

All Notices permitted or required under this Agreement shall be in writing, and shall be deemed made when delivered to the applicable party’s representative as provided in this Agreement.

CITY:

City of Oroville,
1735 Montgomery Street,
Oroville, California, 95965
Attention: City Administrator
CONTRACTOR:

Griffith Architects, Inc
242 Broadway Suite 8,
Chico, California, 95928
Attention: David Griffith

17. GOVERNING LAW.

This Agreement shall be governed by the laws of the State of California. The venue shall be the County of Butte, California

18. ENTIRE AGREEMENT; MODIFICATION.

19. WAIVER.

20. EXECUTION.

21. AUTHORITY TO ENTER AGREEMENT.
402
Item 9.

IN WITNESS WHEREOF, the parties have executed this Agreement the 4 th day of February,
2025.

CONTRACTOR: Griffith Architects, Inc
_____________________________________
David M. Griffith, AIA
CITY OF OROVILLE:
_____________________________________
David Pittman, Mayor
APPROVED AS TO FORM:
_____________________________________
Scott Huber, City Attorney
403
Item 9.
12 .0 6. 2 02 4
Tim Kaber, PE
Project Manager, City of Oroville
Via email: [email protected]
re: Code & Cost Analysis for proposed conversion of 2000 Challenger Avenue to a Fire Station.

Dear M r . Kab er
Th e M an ufa ct urin g D ev elopi ng C en t er bui ldin g wa s dev eloped in 1 99 4 a nd th e y ears follo win g. Th e d esi gn , en gin eerin g a nd cons tr uc ti on admi nistra tion was don e by my firm, t h en nam ed Grif fit h & Asso ciat es. Th e b uildi n g was con str uc t ed as a B 2 occ upan cy “o ffi c e b uildi ng / workshop ” p er th e 1 99 1 Uni form Bui ldin g Code. It is proposed to conv ert t his bui ldin g to a Fir e Sta tion, w hic h wou ld be a mixed occ upan cy und er t he curr ent 2 02 2 Ca lifor nia B uild ing cod e.

Grif fith Arc hit ects propos es to cond uc t a preli min ary cod e & cos t ana lysis for t h e proposed proj ect as fo llo ws
Structura l Saf ety R ev iew th e co nstr uc t ed d esi gn d ocu ments and ca lcu lations for comp lian c e wit h th e cu rr en t C BC r eq uirem en ts wit h sp ecia l a tt ention to requir ement s for Ess ential Ser vic es fa cili ties . Dev elop a narra tiv e d es criptio n o f str en gt henin g r eq uirem en ts wit h con c ept ua l d etai ls.

Essential S ervic es R ev iew cons tr uc t ed d esig n r eg arding suitabi lity for t he addition of Essentia l Serv ic es capabili ties su c h as a who le-bui lding g en era tor, eq uipm en t & special stora g e, engi n e a cc ess , sp ecial co mm uni c ations et c . D ev elop a narrativ e des cription of r equir em ents .

Life Sa fet y R ev iew co nstr uc t ed d esig n for oc cupa nci es req uir ed, typ e o f cons tru c tion, fir e sepa rations , fir e pro tec tion, etc. und er t he curr ent CBC . D ev elop a narra tiv e d es criptio n o f r equir ed modifi catio ns, wit h con c ept ual sk et ch es as requir ed .

Disable d Ac cess R ev iew co nst ru ct ed d esi gn fo r a cc essibi lity u nder curr ent tit le 2 4 and ADA r equir em ents . Dev elop a narrativ e d es cr iption o f r equir ed modifi catio ns.

Energ y C omp lian ce R ev iew con str uc t ed d esig n for en ergy co mp lian ce r equir ed for renov ations und er c urr ent CBC . D ev elop a narrati v e d es cription of r equir ed modifica tions .

Cost Anal ysis Dev elop a M as ter B udg et t empla t e for us e by City o f O rov ille proj ect manag er in es tima ting proj ec t cos t.

In v iew o f th e abov e r equir ement s, o ur f ee wi ll be elev en t housa nd fiv e hu ndr ed dollars ($ 1 1, 50 0) .

I hav e a tta ch ed our sta ndard work a ut horizatio n f orm for this typ e o f proj ect .

I am looking for ward to r ev iewin g o ur work of t hirt y year s ago in li gh t o f th e cu rr en t day. I a m lookin g for ward to workin g wit h yo u.

DAV ID M . G RIFF ITH, AIA

ARCH ITE CT , PRO FESSIO N AL EN GINEE R

GRIFF IT H ARC HIT ECT S
404
Item 9.

WORK AUTHORIZATION
date 12.06.2024

client City of Oroville, Tim Kaber PE.
[email protected]
project Current Code & Cost analysis of 2000 Challenger Fire Station Conversion location 2000 Challenger Avenue
Oroville, California

services Review and advise regarding code issues for a conversion of an existing office/warehouse building to Fire Station use, per the attached letter. fee Eleven thousand five hundred dollars ($11,500).

Additional work, if authorized in advance in writing will be done on a time and material basis per the attached rate schedule.
initial payment zero
to be applied to final invoice
terms Work Authorization is made by warranted signature below. Authorization is completed upon Griffith Architects’ receipt of executed Work Authorization, initial payment and required project information. Valid only if returned within 90 days.

GRIFFITH ARCHITECTS CLIENT or AUTHORIZED AGENT
________________________________________________________________________ DAVID M. GRIFFITH, AIA Tim Kaber, PE
Architect C23092, Client’s Representative
expires 7/31/2025
Professional Engineer, C34730
expires 9/30/2025
405
Item 9.

SCHEDULE OF RATES

PERSONNEL
Principal Architect $236.00 per hour
Principal Engineer $236.00
Associate Architect $166.00
Associate Engineer $166.00
Interior Designer $125.00
Architectural Associate $125.00
Engineering Associate $125.00
Associate Interior Designer $73.00
Graphics Associate $73.00
Architectural Assistant $73.00
Clerical $73.00

EQUIPMENT & MISCELLANEOUS
Automobile $ 0.67 per mile, or Federal Rate, whichever is less. white prints d size (22”x 34”) $ 2.00 per page
high toner white prints d size (22”x 34”) $ 4.00 per page photocopies & laser output (single sided; x 1.8 for double sided) (8.5”x 11”) $ 0.12 per page
(8.5”x 14”) $ 0.18
(11”x 17”) $ 0.27
Raster color output $ 3.50/sf
Telecommunications (long distance) actual cost x 1.20
Expenses (as documented) actual cost x 1.20

01.01.2024 subject to revision 01.01.2025
406
Item 9.

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CITY OF OROVILLE

STAFF REPORT
TO: MAYOR PITTMAN AND COUNCIL MEMBERS
FROM: KAYLA REASTER, ASSISTANT CITY CLERK
RE: APPROVAL OF DIGITAL SIGNATURE POLICY
DATE: FEBRUARY 4, 2025

SUMMARY
The City Council shall consider adopting a digital signature policy. The City of Oroville currently relies on traditional wet signatures for most of its documentation, including contracts, agreements, and other official records. The increasing shift towards digitalization has prompted the need for a secure, efficient, and legally recognized method for electronic signatures. Implementing a Digital Signature Policy will enable the City to leverage technology to improve workflow, reduce paper usage, and expedite processes.

DISCUSSION
Digital signatures provide a secure and efficient way to sign documents electronically, ensuring the authenticity, integrity, and non-repudiation of signed documents. This policy will outline the acceptable use, security protocols, and verification processes for digital signatures within the City’s operations.
 Efficiency: Reduces the time required to execute documents and complete transactions.
 Cost Savings: Minimizes the use of paper, printing, and physical storage.  Accessibility: Enables remote signing, facilitating timely approvals and actions.  Security: Enhances document security through encryption and audit trails.

FISCAL IMPACT
No fiscal impact by adoption of policy.

RECOMMENDATION
Approve the proposed Digital Signature Policy, Adopt Resolution No. 9342 and Authorize the Mayor to Sign.
407
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ATTACHMENTS
Resolution No. 9342
408
Item 10.

City of Oroville
Resolution No. 9342

A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF OROVILLE APPROVING AND

ADOPTING THE DIGITAL SIGNATURE POLICY
WHEREAS, the City of Oroville recognizes the need to modernize its administrative processes and improve efficiency in its operations; and
WHEREAS, the City Council acknowledges the benefits of adopting digital signatures, including enhanced security, reduced paper usage, cost savings, and increased accessibility; and WHEREAS, the proposed Digital Signature Policy establishes guidelines for the use, authentication, security, and compliance of digital signatures in City operations; and WHEREAS, the adoption of this policy will ensure that the City’s electronic transactions are secure, legally compliant, and aligned with best practices; NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Oroville as follows:

1. The Digital Signature Policy, attached hereto as Exhibit A, is hereby approved and adopted.

2. The City Administrator and IT Manager, or designee, is authorized to implement the Digital Signature Policy and take any necessary actions to ensure its effective use across all applicable City departments.

3. The City Clerk is directed to maintain a copy of this resolution and the Digital Signature Policy in the official records of the City.

4. This resolution shall take effect immediately upon its adoption.

PASSED AND ADOPTED by the City Council of the City of Oroville at a regular meeting held on February 4, 2025, by the following vote:

AYES:

NOES:

ABSTAIN:

ABSENT:
409
Item 10.

Form Approved As To:
_________________________________ ________________________________ David Ritchie, Assistant City Attorney David W. Pittman, Mayor ____________________________________
Kayla Reaster, Assistant City Clerk
410
Item 10.

CITY OF OROVILLE

E-SIGNATURE POLICY
January 21, 2025
411
Item 10.

Table of Contents
A. PURPOSE ........................................................................................................................................... 3 B. DEFINITIONS ...................................................................................................................................... 3 C. BACKGROUND & LAWS...................................................................................................................... 5 D. INTENTIONS....................................................................................................................................... 8 E. POLICY APPLICATION......................................................................................................................... 8 F. DEPARTMENT DISCRETION................................................................................................................ 8 G. LEGAL AUTHORITY TO SIGN............................................................................................................... 9 H. WHEN TO USE E-SIGNATURES ........................................................................................................... 9 I. DOCUMENTS INVOLVING OTHER PARTIES ...................................................................................... 10 J. SETUP AND USE ............................................................................................................................... 10 K. STORAGE AND ARCHIVING .............................................................................................................. 11 L. PROVIDERS ...................................................................................................................................... 11 M. CONCLUSION................................................................................................................................... 11 412
Item 10.

A. PURPOSE
The Citywide e-Signature Policy shall be used by City of Oroville Departments to increase productivity by using electronic and digital signature technology to collect and preserve signatures on documents quickly, securely, and efficiently.

This Policy establishes when e-Signature technology may replace a hand-written signature, with the goal of encouraging the use of paperless, electronic documents whenever appropriate and allowed by the law.

While the use of e-Signatures is suggested and encouraged, this Policy does not require any Department to use e-Signatures, nor can the City mandate that any third party signing a document use e-Signatures.

B. DEFINITIONS
e- Signature
Refers to both digital and electronic signatures.

Metadata
A set of data that describes and gives information about other data which can make tracking and working with specific data easier.

Digital Signature
(short definition) A type of electronic signature that encrypts documents with digital codes that are difficult to duplicate. Typically, programs similar to DocuSign or Adobe Sign are used for routing the document for signature to capture the metadata. (long definition2) An electronic identifier, created by a computer, intended by the party using it to have the same force and effect asthe use of a manualsignature. Per California Government Code Section 16.5 the following are required:

1. It is unique to the person using it.

2. It is capable of verification.

3. It is under the sole control of the person using it.

4. It is linked to data in such a manner that if the data is changed, the digital signature is invalidated.

5. It conforms to regulations adopted by the Secretary of State. 1 Long definitions were taken from the California Secretary of State Website:
https://www.sos.ca.gov/administration/regulations/current-regulations/technology/digital-signatures/frequently-asked-questions/ 413
Item 10.
 The use or acceptance of a digital signature shall be at the option of the parties.  There are two types of technologies that qualify: public key cryptography (PKC) and signature dynamics.
- PKC - third-party verification of the signature with a certificate. This is currently the most commonly used technology.
- Signature Dynamics - measuring the way a person writes his or her signature by hand on a flat surface and binding measurements to a message through the use of cryptographic techniques.
 These are examples of PKC Digital Signatures:

Electronic Signature
(short definition) An electronic symbol of a signature. The signature can be an inserted image file, drawn, or copy/pasted from most programs including Adobe DC and Microsoft Office Products.
(long definition3) An electronic sound, symbol, or process attached to or logically associated with an electronic record and executed or adopted by a person with the intent to sign the electronic record.
 The Uniform Electronic Transaction ACT (UETA) authorizes use of an electronic signature for transactions and contracts among parties in California, including a government agency.
 This is an example of an electronic signature:

Wet Signature
A signature signed with pen and ink on paper.
2 Long definitions were taken from the California Secretary of State Website:
https://www.sos.ca.gov/administration/regulations/current-regulations/technology/digital-signatures/frequently-asked-questions/ 414
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Facsimile (FAX) or Scanned Signature
A signature that is copied or scanned from a document bearing an authorized original signature.

Under California law, a document bearing a facsimile signature is equivalent to the original copy in most situations unless an original signature is required by law.

While California law allows for the use of fax or scanned signatures in many cases, the Secretary of State’s regulations which govern City operations do not authorize the use of fax or scanned signatures as a method to create a legally enforceable agreement.

Therefore, the use of fax orscanned signature is not allowed when creating an agreement with a third party in those instances where an authorized original signature is required.

C. BACKGROUND & LAWS
e-Signature is the broad umbrella category under which all electronic and digital signaturesfall.

The legality and use of e-Signatures are governed by Federal and State law. (See 15 United States Code, section 7001, et seq. [U.S. Federal Electronic Signatures in Global and National Commerce Act]; California Government Code, section 16.5; California Civil Code, section 1633.1, et seq.) 15 United States Code, section 7001
https://uscode.house.gov/view.xhtml?path=/prelim@title15/chapter96&edition=prelim (a) In general
Notwithstanding any statute, regulation, or other rule of law (other than this subchapter and subchapter II), with respect to any transaction in or affecting interstate or foreign commerce—
(1) a signature, contract, or other record relating to such transaction may not be denied legal effect, validity, or enforceability solely because it is in electronic form; and
(2) a contract relating to such transaction may not be denied legal effect, validity, or enforceability solely because an electronic signature or electronic record was used in its formation.
(b) Preservation of rights and obligations
(c) Consumer disclosures
(d) Retention of contracts and records
(e) Accuracy and ability to retain contracts and other records (f) Proximity
(g) Notarization and acknowledgment
(h) Electronic agents
(i) Insurance
(j) Insurance agents and brokers
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California Government Code Section 16.5
http://leginfo.legislature.ca.gov/faces/codes_displaySection.xhtml?lawCode=GOV&sectionNum =16.5.
(a) In any written communication with a public entity, as defined in Section 811.2, in which a signature is required or used, any party to the communication may affix a signature by use of a digital signature that complies with the requirements of this section. If a public entity elects to use a digitalsignature, that digitalsignature shall have the same force and effect as the use of a manual signature if and only if it embodies all of the following attributes:
(1) It is unique to the person using it.
(2) It is capable of verification.
(3) It is under the sole control of the person using it. (4) It is linked to data in such a manner that if the data are changed, the digital signature is invalidated.
(5) It conformsto regulations adopted by the Secretary of State. Initial regulations shall be adopted no later than January 1, 1997. In developing these regulations, the secretary shall seek the advice of public and private entities, including, but not limited to, the Department of Information Technology, the California Environmental Protection Agency, and the Department of General Services.

Before the secretary adopts the regulations, he or she shall hold at least one public hearing to receive comments.
(b) The use or acceptance of a digital signature shall be at the option of the parties.

Nothing in this section shall require a public entity to use or permit the use of a digital signature.
(c) Digital signatures employed pursuant to Section 71066 of the Public Resources Code are exempted from this section.
(d) “Digital signature” means an electronic identifier, created by computer, intended by the party using it to have the same force and effect as the use of a manual signature. For purposes of this section, a digital signature is a type of “electronic signature” as defined in subdivision (h) of Section 1633.2 of the Civil Code. (e) Nothing in this section shall limit the right of a public entity or government agency to use and accept an “electronic signature” as defined in subdivision (h) of Section 1633.2 of the Civil Code.
(f) Regulations adopted by the Secretary of State to implement this section apply only to a public entity’s use of a “digitalsignature” and not to use of any other type of “electronic 416
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signature” authorized in the Uniform Electronic Transactions Act (Title 2.5 (commencing with Section 1633.1) of Part 2 of Division 3 of the Civil Code).

California Civil Code, Uniform Electronic Transactions Act: Division 3, Part 2, Title 2.5, Sections 1633.1-1633.17.
https://leginfo.legislature.ca.gov/faces/codes_displayText.xhtml?lawCode=CIV&division=3.&titl e=2.5.&part=2.&chapter=&article=
Excerpts:
1633.2. In this title the following terms have the following definitions: … (e) “Electronic” meansrelating to technology having electrical, digital, magnetic, wireless, optical, electromagnetic, or similar capabilities.
(g) “Electronic record” means a record created, generated, sent, communicated, received, or stored by electronic means.
(h) “Electronic signature” means an electronic sound, symbol, or process attached to or logically associated with an electronic record and executed or adopted by a person with the intent to sign the electronic record. For purposes of this title, a “digital signature” as defined in subdivision (d) of Section 16.5 of the Government Code is a type of electronic signature.
1633.3.
(a) Except as otherwise provided in subdivisions (b) and (c), this title applies to electronic records and electronic signatures relating to a transaction. (b) Thistitle does not apply to transactions subject to the following laws: … 1633.7.
(a) A record or signature may not be denied legal effect or enforceability solely because it is in electronic form.
(b) A contract may not be denied legal effect or enforceability solely because an electronic record was used in its formation.
(c) If a law requires a record to be in writing, an electronic record satisfies the law. (d) If a law requires a signature, an electronic signature satisfies the law.

California Secretary of State Title 2; Division 7; Chapter 10; Sections 22000-22005. https://www.sos.ca.gov/administration/regulations/current-regulations/technology/digitalsignatures/ 22000 Definitions.
22001 Digital Signatures Must Be Created By An Acceptable Technology. 22002 Criteria For Determining If A Digital Signature Technology Is Acceptable. 22003 List of Acceptable Technologies.
22004 Provisions For Adding New Technologies to the List of Acceptable Technologies. 22005 Issues to Be Addressed By Public Entities When Using Digital Signatures. 417
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D. INTENTIONS
Security and Legal Compliance
The use of e-forms and digital signatures provide a secure method of signing and transferring documents electronically. A document cannot be altered after the signer has completed the digital signature. Additionally, a history of any changes made to the document prior to the signature is kept within the document and cannot be changed or deleted. When digitalsignatures are used, hash values are attached to the document to verify the authenticity of a document and it’s signatures during any transfer for added security.

Integration into Business Processes
The e-Signature process may fit into pre-existing business practices, provide automated processes, retrieve documents, use standard Application Program Interface (API), generate reminders and expiration settings, and allow multiple people to view a document and track its progress.

Simplified Workflow
e-Signatures eliminate resource-intensive processes that require agencies, the public, and staff to manually sign documents. Features of the digital signatures include automation of simple forms, ability to track and review changes, vary the recipient roles, and tag signatures.

Cost Benefits and Sustainability
There are potential cost savings from not having to print, file, scan, and store paper copies. The City may also save on certified postage, printing, ink, envelopes, and paper. Staff time can be significantly reduced by not having to personally deliver and pick up documents and follow up with non-responsive signers.

E. POLICY APPLICATION
This Policy applies to any document requiring a signature of any person where the signature is intended to show authorship, approval, authorization, or certification, as allowed by law. It is the Policy of the City to encourage the use of e-Signatures in internal and external activities, documents, and transactions where it is operationally feasible to do so, where existing technology permits, and where it is otherwise appropriate based on the Department’s preferences. In such situations, affixing an e-signature to the document in a manner consistent with this Policy shall satisfy the City’s requirements for signing a document. As used in this Policy, the term "signature" includes using initials on a document instead of a signature.

F. DEPARTMENT DISCRETION
Each Department has discretion to decide whether to permit the use of e-Signatures and shall work with City Attorney to determine where applicable laws permit an electronic or digital signature to be used. In addition, each Department that opts to use e-Signatures must adopt/amend their business practices to support the requirements of this Policy. 418
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G. LEGAL AUTHORITY TO SIGN
This Policy applies to all signatures used in processing various City Documents and assumes the City signer has been given the authority to sign as determined by a Department business process and the Board of Supervisors.

H. WHEN TO USE E-SIGNATURES
Here issome general guidance on when e-Signatures can and cannot be used:

1. A wet signature is required any time a party declines to provide a digital signature, because the use of a digital signature requires the agreement of the parties (Govt Code § 16.5, subdivision (b) and Civil Code § 1633.5, subdivision (b)).

2. Civil Code § 1633.7 provides that, generally, electronic records and electronic signatures are legal and enforceable, when the law only requires a “signature”:
“(a) A record or signature may not be denied legal effect or enforceability solely because it is in electronic form.
(b) A contract may not be denied legal effect or enforceability solely because an electronic record was used in its formation.
(c) If a law requires a record to be in writing, an electronic record satisfies the law. (d) If a law requires a signature, an electronic signature satisfies the law.” However, the Uniform Electronic Transactions Act (UETA, Civil Code § 1633.1 et seq.) does not apply to certain transactions subject to specific laws (See Civil Code § 1633.3, subdivision (b) for a list of the excluded transactions), such as the law governing the creation and execution of wills, codicils or testamentary trusts, along with a list of otherstatutes. Therefore, presumably, specific requirements, such as wet signatures may be required for these transactions.

Document & Signature Types
This Policy is intended to broadly permit the use of e-Signatures. Examples of common types of documents are listed in the following table, with notes on each type of document. The examples are provided for illustration purposes only. Agencies/Departments should work with City Attorney to determine where applicable laws permit an e-Signature to be used.

Document Type Examples e-Signature
Acceptable Electronic or Digital Notes
Memo, Forms, and General
Correspondence Yes Electronic or Digital Dept. Standards Contracts Yes Digital
Certificates, Permits Yes, if allowed
by law Depends on law Work with City Attorney
Documents Requiring
Notarization No
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Electronic signatures can generally be used for signatures that do not require any further verification or encryption, typically internal informal documents.

Digital signatures should be used for signatures that require an additional layer of verification and encryption, typically external and formal documents.

Cost Implications
Using digital signatures for all documents that require signature fully ensures authenticity and security. However, the cost per license and storage diminish the return making digital signatures not cost effective for all documents. Each Department shall evaluate this within their own environment and business processes.

I. DOCUMENTS INVOLVING OTHER PARTIES
In the case of contracts or transactions which must be signed by outside parties, each party to the agreement must agree in advance to the use of an e-Signature; they must be permitted to decide either way. Such consent may be withdrawn by the other party at any time such that future documents must be signed in hardcopy format.

When a document is digitally signed by all parties, the City will provide a copy of the completed/executed document to the other parties in an electronic format that is capable of being retained and printed by all other parties.

J. SETUP AND USE
Setup
Each Department shall set up a workflow for routing documents that require digital signatures.

This flow chart can be used to identify how many product licenses are needed. At a minimum, the Department’s procedures shall include maintaining a list of documents, applications, and business processes utilizing e-Signatures technologies and include procedures for monitoring the use of Digital Signatures.

To set up employees authorized to send out documents for digital signature, a request shall be originated with the Department’s IT staff.

Use
All City users of e-Signature technology shall conform to the rules set forth in the City of Oroville Employee Technology Use Policy.

No person shallshare their passcode for authentication for digitally signed documents. 420
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When sending digitally signed documents to other parties (internal or external), users shall send the original PDF document. Note that a printed or scanned copy will not suffice for a digital signature because it would not contain the metadata which provides the validation of the signature.

However, if only an electronic signature is required, a printed orscanned copy of a digitally signed document may suffice, if the Department chooses to accept it. Accompanying this with a printout of the digital signature metadata may provide existing support and information.

The Department that executes the final digitally signed document shall confirm that the document signatures have not been broken.

K. STORAGE AND ARCHIVING
If a document exists only electronically, steps shall be taken by each Department to ensure that an unalterable version of the final document is stored. If the document is a digitally signed document, ensure that the metadata and history are saved with the final document. It is up to each Department to decide how to store these final electronic documents, so long as it does so in a manner consistent with the applicable City retention policies and any applicable laws. Each Department shall have a storage and archiving plan in concurrence with the initiation of the eSignature deployment.

L. PROVIDERS
Each Department using digitalsignatures shall verify that the selected provider is on the Approved List of Digital Signature Certification Authorities5certified by the California Secretary of State for use by public entities.

M. CONCLUSION
The use of e-Signatures is intended to make the City of Oroville business practices more efficient.

The process eliminates the need to print, file and store paper copies of documents that can now be authenticated digitally and stored electronically. This Policy is intended to be broadly interpreted to allow for the use of e-Signatures whenever legally applicable to City Business needs. 3 https://www.sos.ca.gov/administration/regulations/current-regulations/technology/digital-signatures/approved-certification-authorities/ 421
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Oroville City CouncilFebruary 4, 2025

Oroville City Council
February 4, 2025