Agenda — Roseville City Council, September 7, 2022 (part 6 of 6)

Parking Garage P229 0.0000
475 Cambridge Ave. Parking Garage - 475
Cambridge Garage P230 0.0000
520 Webster St. Parking Garage - 520 Webster
St. Parking Garage P231 0.0000
Unitarian Universalist Church of Palo Alto -
UUCPA P232 0.0000
NR Grower Direct Nut P233 0.0000
NR Pohl and Holmes Inc P234 0.0000
Parking Structure (Main Office) - Turlock Solar
Photovoltaic Project P235 0.0000
Mega Hydro #1 (Clover Creek) P236 0.0000
Lois Lake Dam (Powell River Hydro) P237 0.0000
26-foot Drop Small Hydro P238 0.0000
Valencia 2 P239 0.0000
Two Fiets - Van Beek Brothers Dairy Digester P240 1.1111 Glendale Community College - Glen Solar 1 -
Solar Parking Roof P241 0.0000
Rooftop Solar - City of Pittsburg P242 0.0000
Central Marin Sanitation Agency - CMSA
Renewable Energy Expansion P243 1.1111
Cost Plus Plaza P244 0.0000
DRES Quarry 1 P245 0.0000
DRES Quarry 2.4 - DRES Quarry 2.4 P246 0.0000
Version: May 2022
Fairfield Power Plant (Papazian) - Fairfield
Power Plant (Papazian) P247 0.0000
Freethy Industrial Park Unit #1 P248 0.0000
Freethy Industrial Park Unit #2 P249 0.0000
Marin Carport - Buck Institute P254 0.0000
San Rafael Airport P255 0.0000
San Rafael Airport II P256 0.0000
SWTC - Phase 2 - Small World Trading Co P257 0.0000
City of Moreno Valley - City Hall Solar Carport P258 0.0000 City of Colton - Gonzalez Community Center JB9232227-00 P259 0.0000 City of Colton - Arbor Terrace JB-9231899-00 P260 0.0000 Jenny Strand Solar Park P261 0.0000
Santa Clara-Tioga Canopy P262 0.0000
Ameresco Santa Clara P263 1.1111
City of Oceanside (San Francisco Peak Hydro) P264 0.0000 Olivenhain Municipal Water District P265 0.0000
SDG&E-owned PV system at Del Sur
Elementary School P266 0.0000
SDG&E-Owned PV System at Hunter Industries,
Inc P267 0.0000
SDG&E owned PV Facility at Pacific Station P268 0.0000
SDG&E- owned PV system at Sanford-burnham
Medical Research Institute I P269 0.0000
SDG&E-Owned PV System at the Towers at
Bressi Ranch P270 0.0000
SDG&E owned PV Facility at Wilco Investments P271 0.0000 SFO International Airport - SFO International
Airport A P272 0.0000
SFPUC Southeastern Plant - SFPUC
Southeastern Plant Solar P273 0.0000
North Point DPW Water Pollution Control
Facility - North Point - DPW P274 0.0000
Moscone Center - Moscone Esplanade A P275 0.0000
Moscone Center - Moscone Esplanade B P276 0.0000
Moscone Center - Moscone South Lobby P277 0.0000
City Distribution Division - CDD P278 0.0000
Maxine Hall - Maxine Hall P279 0.0000
Chinatown Library - Chinatown Library P280 0.0000
Version: May 2022
Muni Woods Motor Coach Facility - Muni
Woods P281 0.0000
Chinatown Public Health - Chinatown Public
Health P282 0.0000
Alvarado Elementary School - Alvarado Solar P283 0.0000 San Francisco Public Utilities Commission - HQ -
525 Golden Gate - Headquarters P284 0.0000
Davies Symphony Hall - Davies Symphony Hall P285 0.0000 North Beach Library Solar - North Beach Library
Solar P286 0.0000
700 Pennsylvania Ave. - 700 Pennsylvania Ave. P287 0.0000 Downtown High School-SFUSD - Downtown HSSan Francisco Unified School District P288 0.0000 Thurgood Marshall HS-San Francisco Unified
School - Thurgood Marshall High School-SFUSD P289 0.0000 San Francisco City Hall - San Francisco City Hall P290 0.0000 Cesar Chavez Elementary School SFUSD - Cesar
Chavez Elementary School SFUSD P291 0.0000
San Francisco Unified School District - Burton
High School P292 0.0000
San Francisco Unified School District - Starr King
Elementary School P293 0.0000
Valley Pumping Plant P294 0.0000
Burbank #3 Flare P295 1.1111
IKEA Solar P296 0.0000
Burbank 1 P297 0.0000
Burbank 2 P298 0.0000
Burbank 3 P299 0.0000
Burbank 4 P300 0.0000
Burbank 5 P301 0.0000
Dutch Energy P302 0.0000
Desert Winds II Pwr Purch Trst P303 0.0000
SunE Solar XVI Lessor, LLC - SunE - Pico Rivera P304 0.0000 Marinos Ventures LLC P305 0.0000
Master Development - Corona, CA (1351
Railroad) - Master Development - Corona, CA
(1351 Railroad) P306 0.0000
Version: May 2022
San Dimas Technology and Development
Center - San Dimas Technology and
Development Center P307 0.0000
Caliente - II - Caliente - II P308 0.0000
Walnut Valley Water District - Walnut Valley
Water District P309 0.0000
Fulton Road - Three Valleys MWD (Fulton Road) P310 0.0000 Williams - Three Valleys MWD (Williams) P311 0.0000
Santa Rosa - Calleguas MWD - Unit 3 P312 0.0000
Snow Creek - Desert Water Agency (Snow
Creek) P313 0.0000
Goleta Water District - Goleta Water District P314 0.0000 City of Santa Barbara - Gibraltar Conduit
Hydroelectric Plant P315 0.0000
White Mountain Ranch LLC - White Mountain
Ranch LLC P316 0.0000
Conejo - Calleguas MWD - Unit 1 P317 0.0000
Monte Vista Water District - Monte Vista Water
District P318 0.0000
California Water Service Company - Palos
Verdes Station 37 P319 0.0000
Deep Springs College - Deep Springs College P320 0.0000 Camrosa County Water District - Camrosa
County Water District P321 0.0000
Unit 3 - Unit 3- San Bernardino MWD P322 0.0000
Bishop Tungsten Development, LLC - Pine Creek
Mill P323 0.0000
Hi Head Hydro Incorporated - Hi Head Hydro
Incorporated P324 0.0000
Desert Power Company - Desert Power
Company P325 0.0000
Palm - San Bernardino MWD P326 0.0000
Northwind - Wind Stream Operations, LLC -
Northwind - Wind Stream Operations, LLC P327 0.0000
One Miracle Property, LLC - One Miracle
Property, LLC P328 0.0000
Isabella Hydroelectric Project P329 0.0000
Desert Winds II Pwr Purch Trst P330 0.0000
Cameron Ridge II P331 0.0000
Kirkwood Meadows Public Utility District
Powerhouse P332 0.8381
Version: May 2022
Anaheim Elementary School District - Betsy
Ross Elementary School P333 0.0000
Anaheim Elementary School District - Franklin
Elementary School P334 0.0000
Centralia School District - Centralia Elementary
School P335 0.0000
Centralia School District - Danbrook Elementary
School P336 0.0000
Magnolia School District - Dr. Jonas Salk
Elementary School P337 0.0000
Magnolia School District - Lord Baden-Powell
Elementary School P338 0.0000
Placentia Yorba Linda Unified School District -
Esperanza High School P339 0.0000
Savanna Unified School District - Cerritos
Elementary School P340 0.0000
Savanna Unified School District - Hansen
Elementary School P341 0.0000
Arbuckle Mountain Hydro, LLC. P342 0.0000
Cox Station Micro-Hydroelectric Project P343 0.0000
GenPower Lincon Landfill Power Plant P344 0.0070
Alta Wind VII P345 0.0000
Alta Wind IX P346 0.0000
City of Santa Ana P347 0.0000
Lytle Creek P348 0.0000
Mill Creek No. 1 P349 0.0000
Ontario No. 1 P350 0.0000
Ontario No. 2 P351 0.0000
Sierra P352 0.0000
HDSI, LLC - Hudson High Desert Solar P353 0.0000
Garlock Energy, LLC - Garlock Energy, LLC P354 0.0000
IGS Valencia 3, LLC P355 0.0000
Lake Herman Solar P356 0.0000
Duran Mesa, LLC P357 0.0000
RE Slate 1 LLC – Bart Phase P358 0.0000
RE Slate 1 LLC – PWRPA Phase P359 0.0000
RE Slate 1 LLC – Stanford Phase P360 0.0000
RE Slate 1 LLC – CCCE Phase P361 0.0000
RE Slate 1 LLC – SVCE Phase P362 0.0000
Bodega Energy West P363 0.0000
Petaluma Energy East P364 0.0000
Redwood Coast Airport Microgrid P365 0.0000
Point Wind 2 P366 0.0000
Cameron Ridge III P367 0.0000
Version: May 2022
Clines Corners Wind Farm P368 0.0000
Solar City - Gonzales Center (Dominion Solar) P369 0.0000 Solar City - Arbor Terrace (Dominion Solar) P370 0.0000 Pier 96 – Recycling Plant solar P371 0.0000
San Francisco Police Academy Solar Carport P372 0.0000
49 South Van Ness P373 0.0000
Visitacion Valley Middle School Solar PV P374 0.0000
Powell River Generation (Catalyst Paper) (CAN) P375 1.1111 Version: May 2022
Net MWh
Procured N/A Resource Type
Resource Mix
Factors
Resource-Specific
Procurements from ACS
201,518 Biomass & biowaste -
Geothermal -
Eligible hydroelectric -
Solar 0.00 0
Wind -
Coal -
Large hydroelectric 0.82 165,896
Natural gas -
Nuclear 0.11 23,083
Other 0.01 1,683
Unspecified Power 0.05 10,856
Net MWh
Procured N/A Resource Type
Resource Mix
Factors
Resource-Specific
Procurements from ACS
3,994 Biomass & biowaste -
Geothermal -
Eligible hydroelectric -
Solar -
Wind -
Coal -
Large hydroelectric 0.86 3,415
Natural gas -
Nuclear 0.07 272
Other -
Unspecified Power 0.08 308
Bonneville Power Administration

ASSET CONTROLLING SUPPLIER RESOURCE MIX CALCULATOR
Tacoma Power
Instructions: Enter total net specified procurement of ACS system resources into cell A8 or A23.

In Column E, the calculator will determine quantities of resource-specific net procurement for entry on Schedule 1.

Version: May 2022
2021 POWER SOURCE DISCLOSURE ANNUAL REPORT

ATTESTATION FORM
For the Year Ending December 31, 2021
City of Roseville
Roseville Electric
I, David Siao, Electric Resources Planner, declare under penalty of perjury, that the statements contained in this report including Schedules 1, 2, and 3 are true and correct and that I, as an authorized agent of the City of Roseville, have authority to submit this report on the company's behalf. I further declare that the megawatt-hours claimed as specified purchases as shown in these Schedules were, to the best of my knowledge, sold once and only once to retail customers.

Name: David Siao
Representing (Retail Supplier): City of Roseville (Roseville Electric) Signature: __________________________________________________________ Dated: 6-24-2022
Executed at: 2090 Hilltop Circle, Roseville, CA 95747
2021 POWER CONTENT LABEL
City of Roseville
roseville.ca.us/pci
Greenhouse Gas Emissions Intensity
(lbs CO2e/MWh) Energy Resources Roseville
Roseville
Community
Solar
2021 CA
Power Mix
Eligible Renewable1 37.8% 100.0% 33.6%
Biomass & Biowaste 0.0% 0.0% 2.3%
273 0 456 Geothermal 10.6% 0.0% 4.8%
Eligible Hydroelectric 0.3% 0.0% 1.0%
Solar 0.1% 100.0% 14.2%
Wind 26.8% 0.0% 11.4%
Coal 0.0% 0.0% 3.0%
Large Hydroelectric 33.7% 0.0% 9.2%
Natural Gas 25.0% 0.0% 37.9%
Nuclear 2.2% 0.0% 9.3%
Other 0.2% 0.0% 0.2%
Unspecified Power2 1.1% 0.0% 6.8%
TOTAL 100.0% 100.0% 100.0%
Percentage of Retail Sales Covered by Retired Unbundled RECs3: 0% 0% 1 The eligible renewable percentage above does not reflect RPS compliance, which is determined using a different methodology. 2 Unspecified power is electricity that has been purchased through open market transactions and is not traceable to a specific generation source. 3
Renewable energy credits (RECs) are tracking instruments issued for renewable generation. Unbundled renewable energy credits (RECs) represent renewable generation that was not delivered to serve retail sales. Unbundled RECs are not reflected in the power mix or GHG emissions intensities above.

For specific information about this electricity
portfolio, contact:

City of Roseville-Roseville Electric Utility
(916) 79-POWER
For general information about the Power Content
Label, visit: http://www.energy.ca.gov/pcl/
For additional questions, please contact the
California Energy Commission at:

Toll-free in California: 844-454-2906
Outside California: 916-653-0237
Roseville Community
Solar Roseville 2021 CA Utility Average
0 200
400
600
800
1000
Roseville
Roseville
Community Solar
2021 CA Utility
Average
Version: May 2022
If you have questions, contact Power Source Disclosure (PSD) staff at [email protected] or (916) 805-7439.

NOTE: Information submitted in this report is not automatically held confidential. If your company wishes the information submitted to be considered confidential an authorized representative must submit an application for confidential designation (CEC-13), which can be found on the California Energy Commissions's website at https://www.energy.ca.gov/about/divisions-and-offices/chiefcounsels-office.

WEBSITE URL FOR

PCL POSTING
https://www.roseville.ca.us/government/departments/electric_ utility/about_us/reports___publications/power_content_label Submit the Annual Report and signed Attestation in PDF format with the Excel version of the Annual Report to [email protected]. Remember to complete the Retail Supplier Name, Electricity Portfolio Name, and contact information above, and submit separate reports and attestations for each additional portfolio if multiple were offered in the previous year.

CITY, STATE, ZIP Roseville, CA 95747
PHONE 916-746-1613
EMAIL [email protected]
NAME David Siao
TITLE Electric Resources Planner
MAILING ADDRESS 2090 Hilltop Circle

CONTACT INFORMATION
2021 POWER SOURCE DISCLOSURE ANNUAL REPORT
For the Year Ending December 31, 2021

RETAIL SUPPLIER NAME
City of Roseville

ELECTRICITY PORTFOLIO NAME
Roseville Community Solar
Retail suppliers are required to use the posted template and are not allowed to make edits to this format. Please complete all requested information.

GENERAL INSTRUCTIONS
Version: May 2022
1,739
1,739
-
-
-
-
1,739
0 0.0000

DIRECTLY DELIVERED RENEWABLES
Facility Name Fuel Type
State or
Province WREGIS ID RPS ID N/A EIA ID
Gross MWh
Procured
MWh
Resold
Net MWh
Procured
Adjusted Net MWh
Procured
GHG Emissions
Factor (in MT
CO2e/MWh)
GHG Emissions (in
MT CO2e) N/A
Roseville Community Solar Solar CA W7161 64204A 62114 1,739 1,739 1,739 - - - - #N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A

FIRMED-AND-SHAPED IMPORTS
Facility Name Fuel Type
State or
Province WREGIS ID RPS ID
EIA ID of
REC
Source
EIA ID of
Substitute
Power
Gross MWh
Procured MWh Resold
Net MWh
Procured
Adjusted Net MWh
Procured
GHG Emissions
Factor (in MT
CO2e/MWh)
GHG Emissions
(in MT CO2e)
Eligible for
Grandfathered
Emissions?
- - #N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A

SPECIFIED NON-RENEWABLE PROCUREMENTS
Facility Name Fuel Type
State or
Province N/A N/A N/A EIA ID
Gross MWh
Procured MWh Resold
Net MWh
Procured
Adjusted Net MWh
Procured
GHG Emissions
Factor (in MT
CO2e/MWh)
GHG Emissions
(in MT CO2e) N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A
- - #N/A

PROCUREMENTS FROM ASSET-CONTROLLING SUPPLIERS
Facility Name Fuel Type N/A N/A N/A N/A EIA ID
Gross MWh
Procured MWh Resold
Net MWh
Procured
Adjusted Net MWh
Procured
GHG Emissions
Factor (in MT
CO2e/MWh)
GHG Emissions
(in MT CO2e) N/A
- #N/A
- #N/A
- #N/A
- #N/A
END USES OTHER THAN RETAIL SALES MWh
Retail Sales (MWh)
Net Specified Procurement (MWh)
Unspecified Power (MWh)
Procurement to be adjusted
2021 POWER SOURCE DISCLOSURE ANNUAL REPORT
SCHEDULE 1: PROCUREMENTS AND RETAIL SALES
For the Year Ending December 31, 2021
City of Roseville
Roseville Community Solar
GHG Emissions Intensity (in MT CO2e/MWh)
Net Specified Natural Gas
Net Specified Coal & Other Fossil Fuels
Net Specified Nuclear, Large Hydro, Renewables, and ACS Power GHG Emissions (excludes grandfathered emissions)
Instructions: Enter information about power procurements underlying this electricity portfolio for which your company is filing the Annual Report.

Insert additional rows as needed. All fields in white should be filled out. Fields in grey auto-populate as needed and should not be filled out. For EIA IDs for unspecified power or specified system mixes from asset-controlling suppliers, enter "Unspecified Power", "BPA", or "Tacoma Power" as applicable. For specified procurements of ACS power, use the ACS Procurement Calculator to calculate the resource breakdown comprising the ACS system mix. Procurements of unspecified power must not be entered as line items below; unspecified power will be calculated automatically in cell N9. Unbundled RECs must not be entered on Schedule 1; these products must be entered on Schedule 2. At the bottom portion of the schedule, provide the other electricity end-uses that are not retail sales including, but not limited to transmission and distribution losses or municipal street lighting. Amounts should be in megawatt-hours.

Version: May 2022
Version: May 2022
-

RETIRED UNBUNDLED RECS
Facility Name Fuel Type
State or
Province RPS ID Total Retired (in MWh)
Total Retired Unbundled RECs
2021 POWER SOURCE DISCLOSURE ANNUAL REPORT
SCHEDULE 2: RETIRED UNBUNDLED RECS
For the Year Ending December 31, 2021
City of Roseville
Roseville Community Solar
INSTRUCTIONS: Enter information about retired unbundled RECs associated with this electricity portfolio. Insert additional rows as needed. All fields in white should be filled out. Fields in grey autopopulate as needed and should not be filled out.

Version: May 2022
Adjusted Net
Procured (MWh)
Percent of Total Retail
Sales
Renewable Procurements 1,739 100.0%
Biomass & Biowaste - 0.0%
Geothermal - 0.0%
Eligible Hydroelectric - 0.0%
Solar 1,739 100.0%
Wind - 0.0%
Coal - 0.0%
Large Hydroelectric - 0.0%
Natural gas - 0.0%
Nuclear - 0.0%
Other - 0.0%
Unspecified Power - 0.0%
Total 1,739 100.0%
1,739
-

0.0%
Total Retail Sales (MWh)
GHG Emissions Intensity (converted to lbs CO2e/MWh)
Percentage of Retail Sales Covered by Retired Unbundled RECs
2021 POWER SOURCE DISCLOSURE ANNUAL REPORT
SCHEDULE 3: POWER CONTENT LABEL DATA
For the Year Ending December 31, 2021
City of Roseville
Roseville Community Solar
Instructions: No data input is needed on this schedule. Retail suppliers should use these auto-populated calculations to fill out their Power Content Labels.

Version: May 2022
2021 POWER SOURCE DISCLOSURE ANNUAL REPORT

ATTESTATION FORM
For the Year Ending December 31, 2021
City of Roseville
Roseville Community Solar
I, David Siao, Electric Resources Planner, declare under penalty of perjury, that the statements contained in this report including Schedules 1, 2, and 3 are true and correct and that I, as an authorized agent of the City of Roseville, have authority to submit this report on the company's behalf. I further declare that the megawatt-hours claimed as specified purchases as shown in these Schedules were, to the best of my knowledge, sold once and only once to retail customers.

COUNCIL COMMUNICATION
CC #: 2289
File #: 0900-04 & 0201-01
Title:

Police Department Expansion - Professional Design Services Agreement and Budget Adjustment
Contact: Rjahja Canlas 916-774-5331 [email protected] Meeting Date: 9/7/2022
Item #: 7.25.

RECOMMENDATION TO COUNCIL
Staff recommends that City Council adopt a resolution to approve the Professional Design Services Agreement with PBK Architects, Inc. ("PBK") and authorize the City Manager to execute the agreement.

Staff also recommends that the City Council adopt an ordinance to approve the request for a budget adjustment transferring $130,000 from the Public Facilities Fund (Fund 3355) to the Police Department Expansion Project to fund the work.

BACKGROUND
In March of 2022, the Public Works Department issued a Request for Proposals soliciting architectural services to assist with the Police Department Expansion Project. The Roseville Police Department headquarters is currently located in a 3-story facility at 1051 Junction Blvd. The building was originally constructed in 1997 and is approximately 83,700 square feet (SF). A 2012 space requirements study concluded that an additional 19,690 SF is needed for the expected growth of the Police Department through 2032.

The proposed phasing of the Police Department Expansion Project includes:
• Phase 1A – Prepare a facilities master plan
• Phase 1B – Construct a new parking lot or parking structure • Phase 2 – Construct a new office building and expanded public parking • Phase 3 – Tenant improvements to the existing building • Phase 4 – Construct a new training facility
Staff has negotiated a fee with PBK to complete phase 1A - preparation of a facilities master plan. The scope of work includes completing a site assessment, preparing site plan design options, preparing a facilities master plan, and providing an estimate of construction cost for phase 1B. The not-to-exceed fee is $117,200.

FISCAL IMPACT
A budget adjustment in the amount of $130,000 is being requested to fully fund the PBK contract and to cover City staff time. Funding for the project will come from available resources in the Public Facilities Fund (Fund 3355). No General Fund resources are being used.

ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) only applies to projects which have the potential to cause a significant effect on the environment. Where it can be seen with certainty that there is no possibility that the activity in question may have a significant effect on the environment, the activity is not subject to CEQA. (CEQA Guidelines §15061(b)(3)).

CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal C - Maintain a safe and healthy community
Goal E - Deliver exceptional city services
Goal F - Invest in well-planned infrastructure and growth Respectfully Submitted,
Rjahja Canlas, Design & Construction Project Manager
Jason Shykowski, Public Works Director
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:

Description
Resolution 22-343
PDSA Police Department
Ordinance 6549
Budget Adjustment
RESOLUTION NO. 22-343

APPROVING A PROFESSIONAL DESIGN SERVICES AGREEMENT, BY AND BETWEEN THE CITY OF ROSEVILLE AND PBK ARCHITECTS, INC., AND AUTHORIZING THE

CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE WHEREAS, a professional design services agreement regarding the Police Department Expansion Project, by and between the City of Roseville and PBK Architects, Inc., has been reviewed by the City Council; and
NOW, THEREFORE, BE IT RESOLVED by the Council of the City of Roseville that said agreement is hereby approved and that the City Manager is authorized to execute it on behalf of the City of Roseville.

PASSED AND ADOPTED by the Council of the City of Roseville this ___ day of ______________, 2022, by the following vote on roll call:

AYES COUNCILMEMBERS:

NOES COUNCILMEMBERS:

ABSENT COUNCILMEMBERS:
______________________________
MAYOR
ATTEST:
________________________
City Clerk

ORDINANCE NO. 6549

ORDINANCE OF THE COUNCIL OF THE CITY OF ROSEVILLE
AUTHORIZING CERTAIN AMENDMENTS TO THE FISCAL YEAR 2022-23

BUDGET AND DECLARING THIS ORDINANCE TO BE IMMEDIATELY

EFFECTIVE AS AN APPROPRIATION MEASURE
THE CITY OF ROSEVILLE ORDAINS:

SECTION 1. The City of Roseville Annual Budget, Fiscal Year 2022-23, is hereby amended as listed on the attached budget adjustment for the Police Department Expansion Project.

SECTION 2. This ordinance is hereby declared to be an appropriation measure, immediately effective pursuant to the provisions of Section 5.03 of the Charter.

SECTION 3. The City Clerk is hereby authorized and directed to post a true copy of the foregoing ordinance in each of three (3) conspicuous locations in the City and she shall immediately after such posting enter in the ordinance book, under the record of the ordinance, a certificate under her hand stating the time and place of such publication by posting.

PASSED AND ADOPTED by the Council of the City of Roseville, this day of , 2022, by the following vote on roll call:

AYES COUNCILMEMBERS:

NOES COUNCILMEMBERS:

ABSENT COUNCILMEMBERS:

MAYOR
ATTEST:

City Clerk
�J ROsE1fLLE REQUEST FOR BUDGET ADJUSTMENT

CALIF ORNIA
REQUESTER NAME & TITLE: Rjahja Canlas I Design & Construction Project Manager FISCAL YEAR:

PREPARER NAME & TITLE: Rjahja Canlas I Design & Construction Project Manager COUNCIL DATE (if applicable):

DEPARTMENT/DIVISION: PW - Facility Services ORDINANCE:

EXPENDITURES/EXPENSES/TRANSFERS OUT
ACCOUNT STRING BUDGET($) DESCRIPTION
Fund Account Center Project Adjustment
3355 6587 84001 500301 117,200 Establish expenditure budget for design 3355 5080 84001 500301 12,800 Establish expenditure budget for staff time TOTAL 130,000

REVENUES/TRANSFERS IN
ACCOUNT STRING BUDGET($) DESCRIPTION
Fund Account Center Project Adjustment

TOTAL -
NET ADJUSTMENT 130,000

FUND BALANCE
ACCOUNT STRING BUDGET($)

I I DESCRIPTION
Fund Account Center Project Adjustment
3355 (130,000) Reduce Public Facilities Fund Balance
TOTAL (130,000)
Justification for Budget Adjustment:
2022-23
9/7/2022
This $130,000 budget adjustment is being requested to fund the design for phase 1 A for the Police Department Expansion Project. The Police Department has outgrown the available space at 1051 Junction Blvd. The scope of services for Phase 1A include developing the conceptual master plan and providing cost estimates for the design and construction of a new parking lot or parking structure.

REQUIRED APPROVALS:

Jason Shykowski
Digitally signed by Jason
Shykowski
Date: 2022.07.27 11 :02:25 -07'00'

REQUESTING DEPARTMENT HEAD/ DESIGNEE DATE

CHIEF FINANCIAL OFFICER/ DESIGNEE

POSTED BY
Revised: September 14, 2020
7 /25/20222:21 PM
DATE
BUDGET DEPARTMENT USE ONLY:

DATE

BUDGET MANAGER/ DESIGNEE DATE

CITY MANAGER/ DESIGNEE DATE
1 COUNCIL COMMUNICATION
CC #: 2272
File #: 0900-05 & 0201-01
Title: Fire Station No. 8 - Design-Assist Construction Agreement and Budget Adjustment Contact: Rjahja Canlas 916-774-5740 [email protected] Meeting Date: 9/7/2022
Item #: 7.26.

RECOMMENDATION TO COUNCIL
Staff recommends that Council take the following actions:

Approve the Design-Assist Construction Agreement with Carter-Kelly Incorporated; Adopt a resolution to authorize the City Manager to execute the agreement; Authorize staff to approve change orders for an amount not to exceed 5% of the approved Guaranteed Maximum Price (GMP); and
Adopt an ordinance to approve a budget adjustment and loan amortization schedule memorializing repayment terms of a $4,580,000 interfund loan from the General Fund Capital Reserve Fund (1012) to the Fire Facilities Fund (3360) and an appropriation of $13,580,000 from the Fire Facilities Fund (3360) to the Fire Station No. 8 capital improvement project (500067).

BACKGROUND
On June 6, 2022, the City released a Request for Proposals for a design-assist construction contract for Fire Station No. 8 which included a requirement for a Guaranteed Maximum Price (GMP). The deadline to submit proposals was July 11, 2022. One proposal was received:

Contractor: Carter-Kelly, Inc. GMP: $11,704,446
Because of the current volatile nature of today's economy, staff used a low/high range approach to the Engineer's Estimate for this project with a low estimate of $12,090,000 and a high estimate of $13,310,000.

The proposal was vetted by a five-member selection committee consisting of representatives from the Public Works Department, City Attorney’s Office, Roseville Fire Department, and MFDB Architects. The selection committee unanimously agreed that Carter-Kelly would be the right fit for this particular project based on their experience with the City on past projects, experience with fire station construction, references, and their GMP.

Once onboard, Carter-Kelly will assist the design team with advancing the construction plans and specifications to 100%.

Construction of Fire Station No. 8 is expected to begin in the spring of 2023 and be completed by late spring or early summer 2024.

FISCAL IMPACT
The total project cost including construction costs, FFE (furniture, fixtures, and equipment), design costs, construction soft costs, and a 5% contingency is $14,480,000, of which $900,000 was previously appropriated to the project budget.

Carter Kelly’s GMP: $11,704,446
Construction contingency (5% of GMP): 585,222
FFE (furniture, fixtures, and equipment): 749,706
Design (MFDB Architects): 572,063
Construction soft costs: 868,563
Estimated total project cost: $14,480,000
Construction soft costs for this project include architectural and engineering construction support, plan review and building permit fees, special inspection and material testing, construction management, and staff time.

The recommended budget adjustment authorizes a $4,580,000 advance from the General Fund Capital Reserve Fund (1012) to the Fire Facilities Fund (3360) via an interfund loan. Under this structure, the Fire Facilities Fund will repay the General Fund Capital Reserve Fund over a fiveyear period. The loan terms and amortization schedule are attached to the budget adjustment for Council approval. In addition, any available Fire Facilities Fee resources available at the end of a given fiscal year (after the scheduled debt service payment is made) will be included in the next proposed budget to be transferred to the General Fund Capital Reserve Fund to repay the interfund loan early. The budget adjustment also includes the scheduled interest payment due on June 30, 2023.

Terms are as follows:

Loan: $4,580,000
Rate:

City’s prior year average
annual pooled interest rate
Interest accrues from:
9/8/22
(day after Council approval)
Number of annual payments: Five
First principal payment: 6/30/24
Principal Payment - Year 1: $1,000,000
Principal Payment - Year 2: $1,000,000
Principal Payment - Year 3: $1,000,000
Principal Payment - Year 4: $1,000,000
Principal Payment - Year 5: $ 580,000
Additionally, the recommended budget adjustment authorizes the appropriation of $13,580,000 from the Fire Facilities Fund (3360) to the Fire Station No. 8 capital improvement project (500067). The total amended project budget will be $14,480,000.

ENVIRONMENTAL REVIEW
Development of the Fire Station 8 project was previously evaluated in the Hewlett Packard Master Plan EIR, certified May 15, 2008 (SCH No. 1995112022), and subsequently the Campus Oaks Master Plan Amendment to the Hewlett Packard Master Plan EIR on May 20, 2020 (Resolution 20-168). The Fire Station 8 project is within the scope of the project covered by the Hewlett Packard Master Plan Final EIR, and Campus Oaks Master Plan Amendment. As discussed in the Master Plan EIR, the EIR provides environmental analysis of community infrastructure and facilities, to the extent applicable.

Because the project is consistent with the Hewlett Packard Master Plan EIR and Campus Oaks Master Plan Amendment, no new effects would be expected to occur and all applicable mitigation measures from the Hewlett Packard Master Plan EIR and Campus Oaks Master Plan Amendment will be implemented during the design and construction of the Fire Station 8 project.

As such, no additional environmental documentation is required.

Description
Resolution 22-330
Design-Assist ConstructionAgreement
Ordinance 6545
Budget Adjustment
Interfund LoanAmortization Schedule
RESOLUTION NO. 22-330

APPROVING A DESIGN-ASSIST CONSTRUCTION AGREEMENT, BY AND BETWEEN CARTER/KELLY, INCORPORATED. AND THE CITY OF ROSEVILLE, AND

AUTHORIZING THE CITY MANAGER TO EXECUTE IT ON BEHALF OF

THE CITY OF ROSEVILLE
WHEREAS, a Design-Assist Construction Agreement for the Fire Station No. 8 Project, by and between Carter/Kelly, Incorporated, and the City of Roseville, has been reviewed by the City Council; and
NOW, THEREFORE, BE IT RESOLVED by the Council of the City of Roseville that said agreement is hereby approved.

BE IT FURTHER RESOLVED that the City Manager, or his designee, is authorized to approve change orders for the project, consistent with the contract terms, provided that the net cost of all change orders shall not exceed five percent (5%) of the contract price.

PASSED AND ADOPTED by the Council of the City of Roseville this day of , 20 , by the following vote on roll call:

AYES COUNCILMEMBERS:

NOES COUNCILMEMBERS:

ABSENT COUNCILMEMBERS:

MAYOR
ATTEST:

City Clerk

ORDINANCE NO. 6545

ORDINANCE OF THE COUNCIL OF THE CITY OF ROSEVILLE
AUTHORIZING CERTAIN AMENDMENTS TO THE FISCALYEAR 2022-23

BUDGET AND DECLARING THIS ORDINANCE TO BE IMMEDIATELY

EFFECTIVE AS AN APPROPRIATION MEASURE
THE CITY OF ROSEVILLE ORDAINS:

SECTION 1. The City of Roseville Annual Budget, Fiscal Year 2022-23, is hereby amended as listed on the attached budget adjustment for the Fire Station No. 8 Construction Project.

SECTION 2. This ordinance is hereby declared to be an appropriation measure, immediately effective pursuant to the provisions of Section 5.03 of the Charter.

PASSED AND ADOPTED by the Council of the City ofRoseville, this day of , 2022, by the following vote on roll call:

AYES COUNCILMEMBERS:

NOES COUNCILMEMBERS:

ABSENT COUNCILMEMBERS:

MAYOR
ATTEST:

City Clerk
8/16/20224:54 PM
1 REQUEST FOR BUDGET ADJUSTMENT
REQUESTER NAME & TITLE: Rjahja Canlas / Design & Construction Project Manager FISCAL YEAR: 2022-23 PREPARER NAME & TITLE: Rjahja Canlas / Design & Construction Project Manager COUNCIL DATE (if applicable): 9/7/22 DEPARTMENT/DIVISION: PW - Facilities ORDINANCE:

EXPENDITURES/EXPENSES/TRANSFERS OUT
BUDGET ($)
Fund Account Center Project Adjustment
3360 6587 84001 500067 13,500,000
3360 5080 84001 500067 80,000
1012 6890 10001 4,580,000
3360 6605 10001 39,608
18,199,608

REVENUES/TRANSFERS IN
BUDGET ($)
Fund Account Center Project Adjustment
3360 4890 10001 4,580,000
1012 4451 10001 39,608
4,619,608
13,580,000

FUND BALANCE
BUDGET ($)
Fund Account Center Project Adjustment
3360 3601 0 0 (9,039,608)
1012 3601 0 0 (4,540,392)
3601 0 0
3601 0 0
(13,580,000)
Justification for Budget Adjustment:

REQUESTING DEPARTMENT HEAD / DESIGNEE DATE BUDGET MANAGER / DESIGNEE DATE

CHIEF FINANCIAL OFFICER / DESIGNEE DATE CITY MANAGER / DESIGNEE DATE

POSTED BY DATE
Revised: September 14, 2020
Transfer out to Fire Facilities Fund
Increase project expense budget for staff time
TOTAL
TOTAL

ACCOUNT STRING

DESCRIPTION
Increase project expense budget for construction
Interest Expense - Interfund Loan

NET ADJUSTMENT

ACCOUNT STRING

DESCRIPTION
BUDGET DEPARTMENT USE ONLY:

This budget adjustment is needed to fully fund construction of project 500067 - Fire Station 8. The funding will come from 3360 - Fire Facilities Fund Balance ($9,000,000) and a loan from 1012 - Capital Reserve Fund. The amended total project budget will be $14,480,000.

Transfer in from Capital Reserve Fund
TOTAL
Interest revenue
REQUIRED APPROVALS:

ACCOUNT STRING

DESCRIPTION
Reduce Fire Facilities Fund Balance
Reduce Capital Reserve Balance
FY22 FY23* FY24* FY25* FY26* FY27* FY28*
Interest Rate 1.07% 1.07% 1.07% 1.07% 1.07% 1.07% 1.07% *estimated based upon prior year's interest rate
Date Interest
Principal
Reduction Loan Balance Long Term
Current
Portion
Annual
Payment Due Fiscal Year
9/8/2022** 4,580,000
06/30/23 39,608 - 4,580,000 3,580,000 1,000,000 39,608 FY23 06/30/24 49,006 1,000,000 3,580,000 2,580,000 1,000,000 1,049,006 FY24 06/30/25 38,306 1,000,000 2,580,000 1,580,000 1,000,000 1,038,306 FY25 06/30/26 27,606 1,000,000 1,580,000 580,000 1,000,000 1,027,606 FY26 06/30/27 16,906 1,000,000 580,000 - 580,000 1,016,906 FY27 06/30/28 6,206 580,000 - - - 586,206 FY28
177,638 4,580,000
**estimated disbursement date
Term: 5 years
First Payment: FY23
Repayment Source: Annually the Fire Facilities Fund will pay the scheduled debt service payment to the General Fund Capital Reserve Fund. In addition, any available Fire Facilities Fee resources available at the end of a given fiscal year (after the scheduled debt service payment is made) will be included in the next proposed budget to be transferred to the General Fund Capital Reserve Fund to repay the interfund loan early.

A42 - Function No. 26043
Loan from General Fund Capital Reserve Fund (Fund 1012) to Fire Facilities Fund (Fund 3360) Loan Purpose - This loan is to provide funding for Fire Station No. 8 to augment the currently available balance in the Fire Facilities Fund. The Fire Facilities Fund will repay the loan from revenue collected from the fire facilities fee.

Loan Amount: $4,580,000
Council Approval Date: on 9/7/2022 Council Agenda
Interest Rate: The interest rate is based upon the City's prior year average annual pooled interest rate (for example, the City's FY22 average annual pooled interest rate will be used to calculate the FY23 interest amount). This policy was implemented to create more accurate budgeting and to expedite the process of calculating and recording the interest amount each year.

COUNCIL COMMUNICATION
CC #: 2301
File #: 0704-02 & 0201-01
Title: Urban Forestry Water Trailer - Budget Adjustment Contact: Eric Dexter 916-746-1769 [email protected] Meeting Date: 9/7/2022
Item #: 7.27.

RECOMMENDATION TO COUNCIL
Staff recommends that the City Council adopt an ordinance to approve a budget adjustment to allocate funds from the Native and Non-Native Oak Propagation Funds for the purchase of a portable 725-gallon water trailer in the amount of $11,161.

BACKGROUND
This is a new equipment request for a 725-gallon water trailer to provide emergency additional watering for declining trees throughout the City by the Open Space and Urban Forestry teams in the Parks, Recreation & Libraries Department. City growth, along with more trees being added to our inventory, has resulted in an increased demand for the use of a water trailer to keep our Urban Forest healthy.

Staff recommends a budget adjustment from the Native and Non-Native Oak Propagation Funds, totaling $11,161, to allow for the purchase of this trailer.

FISCAL IMPACT
This purchase will be funded in an amount of $5,580 from the Native Oak Tree Propagation Fund and $5,581 from the Non-Native Tree Propagation Fund, for a total of $11,161. There are sufficient balances in each of these funds to support this budget adjustment. There is no impact to the General Fund.

ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment, or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. Approval of a budget adjustment meets the above criteria and is not subject to CEQA. No additional environmental review is required.

CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal A - Remain fiscally responsible in a changing world Goal C - Maintain a safe and healthy community
Goal F - Invest in well-planned infrastructure and growth Respectfully Submitted,
Eric Dexter, Parks, Recreation & Libraries Superintendent Jill Geller, Director of Parks, Recreation and Libraries _____________________________
Dominick Casey, City Manager
ATTACHMENTS:

Description
Ordinance 6550
Budget Adjustment
ORDINANCE NO. 6550

ORDINANCE OF THE COUNCIL OF THE CITY OF ROSEVILLE
AUTHORIZING CERTAIN AMENDMENTS TO THE FISCALYEAR 2022-23

BUDGET AND DECLARING THIS ORDINANCE TO BE IMMEDIATELY

EFFECTIVE AS AN APPROPRIATION MEASURE
THE CITY OF ROSEVILLE ORDAINS:

SECTION 1. The City of Roseville Annual Budget, Fiscal Year 2022-23, is hereby amended as listed on the attached budget adjustment for the Urban Forestry Water Trailer.

SECTION 2. This ordinance is hereby declared to be an appropriation measure, immediately effective pursuant to the provisions of Section 5.03 of the Charter.

PASSED AND ADOPTED by the Council of the City ofRoseville, this day of , 2022, by the following vote on roll call:

AYES COUNCILMEMBERS:

NOES COUNCILMEMBERS:

ABSENT COUNCILMEMBERS:

MAYOR
ATTEST:

City Clerk
� ROsE'ViLLE REQUEST FOR BUDGET ADJUSTMENT

CA LIF O I
REQUESTER NAME & TITLE: Micheal Neumann, Urban Forester PREPARER NAME & TITLE: Rendi Hodge, Management Analyst
FISCAL YEAR: FY2022-23
COUNCIL DATE (if applicable):

DEPARTMENT/DIVISION: _P_ar_k_s_&_R_e_c_re_a_tion__-_Op�en_ _Sp�_ace _________ ORDINANCE:

EXPENDITURES/EXPENSES/TRANSFERS OUT
ACCOUNT STRING BUDGET($) DESCRIPTION
Fund Account Center Project Adjustment
2541 5516 58120 5,580 Increase appropriation for purchase of additional 725 gal. water frailer
2545 5516 58120 5,581 Increase appropriation for purchase of additional 725 gal. water trailer
4005 6552 62601 11,161 Increase appropriation in the Fleet Replacement Fund for purchase of additional 725 gal. water trailer
TOTAL 22,322

REVENUES/TRANSFERS IN
ACCOUNT STRING BUDGET($) DESCRIPTION
Fund Account Center Project Adjustment
4005 4254 62601 11,161 Establish revenue in the Fleet Replacement Fund to purchase additional 725 gal. water trailer
.TOTAL 11,161
NET ADJUSTMENT 11,1s1 I

FUND BALANCE
ACCOUNT STRING BUDGET($) DESCRIPTION
Fund Account l Center I Project Adjustment
2541 (5,580)
(5,581)
TOTAL (11,161)
Justification for Budget Adjustment:

The Parks, Recreation & Libraries Department requires an additional 725 gallon water trailer for the Open Space and Urban Forestry team to provide emergency-additional watering for declining trees throughout the city on a daily basis. This budget adjustment uses fund balances of $5,580 from the Native Oak Tree Propagation Fund and $5,581 from the Non-native Tree Propagation Fund to fund the total cost of the vehicle through the Fleet Replacement Fund. There will be no impact to the General Fund.

CHIEF FINANCIAL OFFICER/ DESIGNEE

POSTED BY
Revised: June 24, 2019
6/29/20224:54 PM
REQUIRED APPROVALS:

DATE
BUDGET DEPARTMENT USE ONLY:

DATE

BUDGET MANAGER/ DESIGNEE DATE

CITY MANAGER/ DESIGNEE DATE
2545
Decrease fund balance in the Native Oak Tree Propagation Fund Decrease fund balance in the Non-Native Tree Propagation Fund

COUNCIL COMMUNICATION
CC #: 2275
File #: 0704 & 0201-01
Title: Adventure Club Modular Facilities - Budget Adjustment and Interfund Loan Contact: Rob Nakamura 916-774-5135 [email protected] Meeting Date: 9/7/2022
Item #: 7.28.

RECOMMENDATION TO COUNCIL
Staff recommends that the City Council adopt an ordinance approving a budget adjustment to appropriate $637,500 each into two capital improvement projects and increase an interfund loan by $1,275,000 from the Fleet Replacement Fund (4005) to the Youth Development Fund (6591) for the purchase and installation of two Adventure Club facilities to provide child care programs at the Westbrook and Rex Fortune Elementary Schools.

BACKGROUND
Both Westbrook Elementary School and Rex Fortune Elementary School are currently under construction and scheduled to open in August of 2023. The City of Roseville's Adventure Club program will operate before school, after school and preschool programs on each school campus in partnership with the Roseville City School District (Westbrook) and the Center Joint Unified School District (Rex Fortune). This loan will fund the purchase and installation of modular facilities to operate the newAdventure Club programs on both campuses. Enrollment for both of these Adventure Club programs is anticipated to be at or near capacity within the first 2 years.

FISCAL IMPACT
This action will result in an increase to an existing interfund loan of $1,275,000 from the Fleet Replacement Fund (4005) to the Youth Development Fund (6591) along with an appropriation of $637,500 to the Westbrook Adventure Club Modular Facility Capital Improvement Project to purchase and install the modular facility at Westbrook Elementary School and $637,500 to the Rex Fortune Adventure Club Modular Facility Capital Improvement Project to purchase and install the modular facility at Rex Fortune Elementary School. The remaining loan balance will increase from $890,000 to $2,135,000, with repayment extending out ten additional years to 2047. The additional interest for the loan in FY2022-23, which is included in the budget adjustment, is $8,138. The interfund loan will be repaid with fees charged for the before school, after school, and preschool programs. This interfund loan is consistent with the Council-approved interfund loan policy.

The Interfund Loan and Budget Adjustment meets the above criteria and are not subject to CEQA. No additional environmental review is required.

CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal C - Maintain a safe and healthy community
Goal E - Deliver exceptional city services
Goal F - Invest in well-planned infrastructure and growth Respectfully Submitted,
Rob Nakamura, Parks, Recreation & Libraries Superintendent Jill Geller, Parks, Recreation & Libraries Director
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:

Description
Ordinance 6546
Budget Adjustment
Vicinity Map
ORDINANCE NO. 6546

ORDINANCE OF THE COUNCIL OF THE CITY OF ROSEVILLE
AUTHORIZING CERTAIN AMENDMENTS TO THE FISCALYEAR 2022-23

BUDGET AND DECLARING THIS ORDINANCE TO BE IMMEDIATELY

EFFECTIVE AS AN APPROPRIATION MEASURE
THE CITY OF ROSEVILLE ORDAINS:

SECTION 1. The City of Roseville Annual Budget, Fiscal Year 2022-23, is hereby amended as listed on the attached budget adjustment for Adventure Club Modular Facilities.

SECTION 2. This ordinance is hereby declared to be an appropriation measure, immediately effective pursuant to the provisions of Section 5.03 of the Charter.

PASSED AND ADOPTED by the Council of the City ofRoseville, this day of , 2022, by the following vote on roll call:

AYES COUNCILMEMBERS:

NOES COUNCILMEMBERS:

ABSENT COUNCILMEMBERS:

MAYOR
ATTEST:

City Clerk
8/19/20221:04 PM
1 REQUEST FOR BUDGET ADJUSTMENT
REQUESTER NAME & TITLE: Rob Nakamura, Recreation Superintendent FISCAL YEAR: FY2022-23 PREPARER NAME & TITLE: Kathy Cullen, Management Analyst II COUNCIL DATE (if applicable): 09/07/22 DEPARTMENT/DIVISION: Parks, Recreation & Libraries ORDINANCE:

EXPENDITURES/EXPENSES/TRANSFERS OUT
BUDGET ($)
Fund Account Center Project Adjustment
4005 6890 10001 1,275,000
6591 6587 84001 500311 637,500
6591 6587 84001 500312 637,500
6591 6605 10001 8,138
2,558,138

REVENUES/TRANSFERS IN
BUDGET ($)
Fund Account Center Project Adjustment
6591 4890 10001 1,275,000
4005 4451 10001 8,138
1,283,138
1,275,000

FUND BALANCE
BUDGET ($)
Fund Account Center Project Adjustment
4005 (1,266,862)
6591 (8,138)
(1,275,000)
Justification for Budget Adjustment:

REQUESTING DEPARTMENT HEAD / DESIGNEE DATE BUDGET MANAGER / DESIGNEE DATE

CHIEF FINANCIAL OFFICER / DESIGNEE DATE CITY MANAGER / DESIGNEE DATE

POSTED BY DATE
Revised: June 24, 2019
TOTAL
Transfer In - Loans: Youth Development Fund (6591)
from Auto Replacement Fund (4005)

ACCOUNT STRING

DESCRIPTION
Interest Revenue - Interfund Loan
REQUIRED APPROVALS:

BUDGET DEPARTMENT USE ONLY:

The Parks, Recreation & Libraries department is requesting approval of an interfund loan of $1,275,000 from the Automotive Replacement Fund (#4005) to the Youth Development Fund (#6591) along with an appropriation of $637,500 to the Westbrook Adventure Club Modular Facility Capital Improvement Project to purchase and install the modular facility at Westbrook Elementary School and $637,500 to the Rex Fortune Adventure Club Modular Facility Capital Improvement Project to purchase and install the modular facility at Rex Fortune Elementary School. The Youth Development Fund's repayment schedule is approximately $70,000 annually to the Automotive Replacement Fund. The interest for the loan in FY23 is $8,138. The interfund loan will be repaid with fees charged to the families that use the before school, after school, and preschool programs. This action does not impact the General Fund.

Adventure Club Modular Facility for Westbrook
Elementary
Interest Expense - Interfund Loan
TOTAL
TOTAL

ACCOUNT STRING

DESCRIPTION
Transfer out - Loans: Auto Replacement (4005) to Youth
Development (6591)
Reduce Fund Balance in Auto Replacement Fund (4005)
Reduce Fund Balance in Youth Development Fund
(6591)
Adventure Club Modular Facility for Rex Fortune
Elementary

NET ADJUSTMENT

ACCOUNT STRING

DESCRIPTION
08/19/2022
Westbrook
Elementary
Rex Fortune
Elementary

COUNCIL COMMUNICATION
CC #: 2278
File #: 0709-02-01
Title:

HOUSING AUTHORITY/CITY COUNCIL – Quarterly Status Update 2nd Quarter 2022
Contact: Suzi Cook-Turner 916-774-5414 [email protected] Trisha Isom 916-746-1239 [email protected]
Meeting Date: 9/7/2022
Item #: 7.29.

RECOMMENDATION TO COUNCIL
The City Council, acting as the Roseville Housing Authority Board, is not required to take any action on this item. This quarterly report is for informational purposes only.

BACKGROUND
Pursuant to the bylaws of the Roseville Housing Authority, the City Council, acting as the governing board for the Housing Authority, holds its quarterly meeting the first Wednesday of March, June, September, and December, or as soon as possible thereafter. Staff has prepared the following status report regarding lease-up activity for the Housing Choice Voucher (HCV) Program. The HCV Program provides income-qualified households in Roseville and Rocklin with rental assistance using funding from the US Department of Housing and Urban Development (HUD). This assistance is utilized at rental units that meet program specific housing standards, are owned by a willing landlord, and are within Roseville or Rocklin city limits. This rental assistance ensures that the household is able to afford to live in safe and decent housing. During the second quarter of 2022 there were 609 RHA vouchers utilized in Roseville, 120 RHA vouchers utilized in Rocklin, and 3 leased in other jurisdictions (approved transfers out of the area).

RHA is authorized to provide 795 households with HCV rental assistance. This total includes 75 vouchers allocated specifically for families on the waiting list with a head-of-household or spouse that are non-elderly and disabled (NED vouchers), 50 Emergency Housing Vouchers (EHV) providing rental assistance to individuals and families who are experiencing homelessness; at risk of experiencing homelessness; fleeing, or attempting to flee, domestic violence, dating violence, sexual assault, stalking, or human trafficking; and 33 Mainstream vouchers that assist households who have a non-elderly adult person with a disability and are transitioning out of institutional and other segregated settings, or are currently homeless or at risk of becoming homeless. RHA is also administering 30 Project-Based Vouchers at the Main Street and Roseville Apartments (aka Annex on Main) which remains 100% leased.

RHA administers the Family Self-Sufficiency Program (FSS) which is a component of the HCV program that provides additional assistance to families who are working to become free of public assistance. HUD has undertaken a major update of the FSS program and has required PHAs to resubmit their FSS Action Plans to HUD. RHA staff is working quickly to update the FSS Action Plan with the required updates due to HUD by September 30, 2022.

Roseville Housing Authority continues to apply for additional vouchers and administrative fees when award or NOFA applications are made available from HUD to Public Housing Authorities.

RHA applied for additional Mainstream vouchers and associated fees in April 2022 and Special HUD-VASH fees in July 2022. In January 2022 HUD awarded RHA 10 additional Veterans Affairs Supportive Housing Vouchers (VASH) used for veteran households that come via referral from the Veterans Affairs (VA) Department. This brings the number of veteran families that RHA can provide rental assistance to a total of 75. RHA has been working with City of Roseville’s Public Affairs & Communication department on an electric billboard advertisement to recruit landlords to rent to HUD-VASH households. The attached advertisement began appearing on billboards along the highway in early August.

Each housing authority is required to be at least 95% leased-up for its voucher allocation or utilizing at least 95% of its annual budget authority to remain in compliance with HUD’s requirements. The lease-up rate for a calendar year cannot exceed 100% of its allocation of vouchers (per voucher type), and/or 100% expenditure of its annual budget allocation for the program. Agencies leasing up or expending 98% or more of its allocated vouchers and/or budget can reach high-performing status. RHA continues to meet HUD program requirements for highperforming status through 100% expenditure of its annual budget allocation.

Lease-up has increased in the second quarter of 2022. EHV utilization continues to increase, up from 2.3% in the fourth quarter 2021, to 23.3% at the end of the second quarter 2022. Staff continues to attend bi-monthly check in meetings to work with the Homeless Resource Council of the Sierras and referring agencies to address any barriers to housing that arise. The attached table provides a monthly summary of RHA’s voucher programs for through the second quarter of 2022.

FISCAL IMPACT
This Housing Authority status report does not create any additional cost to the City’s General Fund.

The Roseville Housing Authority Quarterly Report meets the above criteria and is not subject to CEQA. No additional environmental review is required

CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal C - Maintain a safe and healthy community
Goal D - Enhance economic vitality
Respectfully Submitted,
Suzi Cook-Turner, Housing Supervisor
Melissa Anguiano, Economic Development Director
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:

Description
Voucher Lease Up Table Qtr 2 2022
Electronic BillboardAdvertisement - VASH
Roseville Housing Authority Voucher Lease-up Quarter 2 2022 Actual Leaseup of
Mainstream
12-HUD
Mainstream
(33)
Jan-22 542 562 69 75 58 75 30 33 3 50
Feb-22 544 562 67 75 57 75 28 33 11 50
Mar-22 538 562 67 75 58 75 28 33 12 50
Apr-22 533 562 74 75 59 75 26 33 11 50
May-22 535 562 72 75 56 75 26 33 14 50
Jun-22 533 562 74 75 58 75 27 33 19 50
YTD Total 3225 3372 423 450 346 450 165 198 70 300
YED % Leased
2022
Actual
Lease-up
of
Regular
10-HUD
Regular
(562)
Actual
Lease-up
of NonElderly
Disabled
5-HUD NonElderly
Disabled
(75)
Actual
Lease-up
of VASH
11-HUD
VASH
(75)
Actual Leaseup of EHV
21-HUD Emergency
Housing Vouchers
(EHVs) (50)

95.6% 94.0% 76.9% 83.3% 23.3%

COUNCIL COMMUNICATION
CC #: 2294
File #: 0709-05
Title:

Letter of Support for The Gathering Inn's State of California Community Care Expansion Program Funding Application
Contact: Melissa Anguiano 916-774-5284 [email protected] Dion Louthan 916-774-5362 [email protected]
Meeting Date: 9/7/2022
Item #: 8.1.

RECOMMENDATION TO COUNCIL
Recommend City Council provide direction to Staff regarding a requested letter of support for The Gathering Inn’s application to the California Department of Health Care Services and California Department of Social Services Community Care Expansion (CCE) program for California Health and Human Services Agency (CalHHS) infrastructure funding to establish a 30- bed medical respite center in Roseville, California and, if direction is given to prepare said letter of support, adopt a Resolution authorizing the Mayor to sign any such letter on behalf of the City.

BACKGROUND
Contingent on site control and funding, The Gathering Inn (TGI) is proposing a 30-bed medical respite center at 300 Elefa Street, Roseville, CA 95678. The proposed site is located in the Los Cerritos neighborhood and within an approximate 500 feet radius of Woodbridge Elementary School. At the May 18, 2022, City Council meeting, Council approved the following actions for a portion of right of way (ROW) south of Lot 7038, which is located on Elefa Street and immediately adjacent to the proposed site:

1. Adopted a resolution vacating the ROW in a portion of ROW south of Lot 7038 and authorized the City Manager to execute a Quitclaim Deed of the portion of ROW to Albert Francis Development, Inc., and

2. Authorized the City Clerk to record the Quitclaim Deed, the Resolution, and anything else necessary to effectuate the intent of these actions after the City has complied with the 30-day California Department of Housing and Community Development review process.

Medical respite care is acute and post-acute care for persons experiencing homelessness who are too ill or frail to recover from a physical illness or injury on the streets but are not ill enough to be in a hospital. TGI’s proposed medical respite center is anticipated to provide:
· Housing for up to 6 weeks or 90 days with authorization; · Assistance with follow-up medical appointments and establishing continuing primary care; · Case management to develop a plan for housing after discharge and access available public programs and resources; and
· Behavioral health assessments and referral for services.

The proposed center will be an expansion of TGI’s current 10-bed medical respite center located in Auburn. TGI has been successfully operating the Auburn center since 2009, and serves approximately 75 people annually. This expansion would allow for an additional 210 guests served annually between the two locations. As a part of their outreach process, TGI represents they have met with surrounding neighbors to address any issues or concerns with the proposed center.

On January 31, 2022, the California Department of Health Care Services (DHCS) and Department of Social Services (CDSS) released a joint Request for Applications (RFA) for $570 million in CalHSS infrastructure funding under the Community Care Expansion program for acquisition, construction, and rehabilitation to preserve and expand adult and senior care facilities serving Supplemental Security Income/State Supplementary Payment (SSI/SSP) and Cash Assistance Program for Immigrants (CAPI) applicants and recipients, including those who are experiencing or at risk of homelessness. If funding is granted, TGI will have to commit to operating the site per the program for a period of 30 years. TGI is pursuing an application for funding under this RFA to support the expansion of its medical respite center in Roseville. The application indicates stakeholder engagement at the local level is very important to the success of the project and a requirement for funding.

FISCAL IMPACT
There is no fiscal impact to the City’s General Fund.

ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment, or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. The proposed letter of support meets the above criteria and is not subject to CEQA. No additional environmental review is required.

CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal C - Maintain a safe and healthy community
Respectfully Submitted,
Melissa Anguiano, Economic Development Director
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:

Description
Resolution 22-348
RESOLUTION NO. 22-348
LETTER IN SUPPORT FOR THE GATHERING INN’S APPLICATION TO THE

CALIFORNIA DEPARTMENT OF HEALTH CARE SERVICES AND CALIFORNIA

DEPARTMENT OF SOCIAL SERVICES COMMUNITY CARE EXPANSION PROGRAM WHEREAS, on June 3, 2022, the California Department of Health Care Services and Department of Social Services released a joint Request for Applications (RFA) for $570 million in infrastructure funding under the Community Care Expansion program for acquisition, construction, and rehabilitation to preserve and expand adult and senior care facilities serving Supplemental Security Income/State Supplementary Payment and Cash Assistance Program for Immigrants applicants and recipients, including those who are experiencing or at risk of homelessness; and
WHEREAS, contingent on site control and funding, The Gathering Inn (TGI) is proposing a 30-bed medical respite center at 300 Elefa Street; and WHEREAS, TGI is pursuing an application for funding under this RFA to support the expansion of its medical respite center in Roseville; and WHEREAS, the proposed center will be an expansion of TGI’s current 10-bed medical respite center located in Auburn.

NOW, THEREFORE, BE IT RESOLVED by the Council of the City of Roseville that City Staff is directed to prepare a Letter of Support for The Gathering Inn’s application to the California Department of Health Care Services and California Department of Social Services Community Care Expansion program for California Health and Human Services Agency infrastructure funding and said Letter of Support may be executed by the Mayor, or her designee, on behalf of the Council of the City of Roseville.

PASSED AND ADOPTED by the Council of the City ofRoseville this day of , 2022, by the following vote on roll call:

AYES COUNCILMEMBERS:

NOES COUNCILMEMBERS:

ABSENT COUNCILMEMBERS:

MAYOR
ATTEST:

COUNCIL COMMUNICATION
CC #: 2271
File #: 0800-05
Title:

Citywide Strategic Technology Roadmap & Cybersecurity Assessment (Years 2022- 2027)
Contact: Hong Sae 916-774-5152 [email protected]
Meeting Date: 9/7/2022
Item #: 8.2.

RECOMMENDATION TO COUNCIL
This is an informational item. There is no recommendation for action requested with this department update presentation.

BACKGROUND
The Information Technology Department seeks to inform and update the City Council on the Citywide Strategic Technology Roadmap & Cybersecurity Assessment for the years 2022 through 2027. This presentation is intended to increase transparency, share achievements as well as upcoming technology and cybersecurity challenges our City may face.

FISCAL IMPACT
There is no fiscal impact as a result of this informational report.

ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment, or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. An informational update meets the above criteria and is not subject to CEQA. No additional environmental review is required.

CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal C - Maintain a safe and healthy community
Goal E - Deliver exceptional city services
Goal F - Invest in well-planned infrastructure and growth Respectfully Submitted,
Hong Sae, Chief Information Officer
_____________________________
Dominick Casey, City Manager

COUNCIL COMMUNICATION
CC #: 2284
File #: 0800-05 & 0201-01
Title:

Citywide Customer Relationship Management (CRM) Project - Contract Purchase Agreement and Budget Adjustment
Contact: Melissa Hernandez 916-774-5107 [email protected] Meeting Date: 9/7/2022
Item #: 9.1.

RECOMMENDATION TO COUNCIL
Staff recommends that the City Council adopt a resolution to approve a contract purchase agreement with Rock Solid Technology, Inc. for implementation of the citywide Customer Relationship Management system for a total cost of $341,450, and authorize the City Manager to execute it. Additionally, staff requests the Council authorize the Chief Information Officer to approve change orders up to an additional 10% ($34,145) to cover unexpected changes to the project scope or schedule.

Staff also recommends that the City Council adopt an ordinance to approve a budget adjustment to increase the budget in the Customer Relationship Management (500132) capital improvement project by $125,595.

BACKGROUND
For years, the City has desired to have a Customer Relationship Management (CRM) system.

The software will enable staff to enhance the City's excellent customer service by having a publicfacing ticketing system and create one voice that is consistent between departments. The City published Request for Proposals (RFP) #12-020 in February 2022 for the selection of a CRM system. The City received fifteen responses, and one vendor was selected based on their proposal and interview. The City’s evaluation team included staff from the Information Technology, Environmental Utilities, Development Services, Public Affairs & Communications, City Manager’s Office and Parks, Recreation and Libraries departments. Staff attended software demonstrations to evaluate the application capabilities, vendor’s experience and knowledge in the industry. The team selected Rock Solid as the highest scoring vendor to provide services for this project.

FISCAL IMPACT
The total not-to-exceed cost for this contract, including the 10% contingency, is $375,595 in FY2022-23. The current project budget is $250,000. A budget adjustment of $125,595 is recommended from the IT Operations Fund to fully fund the project. Future annual funding requirements for licenses for City staff, mobile application, resident & community interaction, vendor implementation and annual support, are as follows: Year 2, $242,445.00; Year 3, $254,567.25; Year 4, $267,295.61; and Year 5, $280,660.39. The cost of the potential annual extensions will be allocated to City departments via internal service fund charges from the Information Technology Operations fund for the next four years.

ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment, or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. This software purchases and project implementation cost meet the above criteria and is not subject to CEQA. No additional environmental review is required.

CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal A - Remain fiscally responsible in a changing world Goal B - Support community engagement and advocacy
Goal E - Deliver exceptional city services
Respectfully Submitted,
Melissa Hernandez, Business Systems Analyst
Hong Sae, Chief Information Officer
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:

Description
Resolution 22-340
Contract PurchaseAgreement
Ordinance 6548
Budget Adjustment
RESOLUTION NO. 22-340

APPROVING A CONTRACT PURCHASE AGREEMENT, BY AND BETWEEN THE CITY OF ROSEVILLE AND ROCK SOLID TECHNOLOGY, INC., AND AUTHORIZING THE

CITY MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE WHEREAS, a contract purchase agreement (3002485) for Customer Relationship Management (CRM) software and support, between the City of Roseville and Rock Solid Technology, Inc., has been reviewed by the Council; and NOW, THEREFORE, BE IT RESOLVED by the Council of the City of Roseville that said agreement is approved and the City Manager is authorized to execute it on behalf of the City of Roseville.

BE IT FURTHER RESOLVED that the City Manager or his designee is authorized to execute four (4) additional one (1) year renewals without further City Council approval, provided that the applicable budget is approved by the City Council each year, or until City staff determines that continuing with the same vendor is not in the City’s best interest.

BE IT FURTHER RESOLVED that the Chief Information Officer is authorized to approve change orders for the purchase, consistent with the contract terms, provided that the net cost of all change orders shall not exceed ten percent (10%) of the contract price.

PASSED AND ADOPTED by the Council of the City ofRoseville this day of , 2022, by the following vote on roll call:

AYES COUNCILMEMBERS:

NOES COUNCILMEMBERS:

ABSENT COUNCILMEMBERS:

MAYOR
ATTEST:

City Clerk
Contract Purchase Agreement 3002485
Supplier Details:

Company Rock Solid Technology Inc
Contact Erik Sickinger
Address 912 Capital of Texas Hwy S
Suite 180
Austin, TX 78746
Submit your response to:

Company City of Roseville
Contact "Becky" Rebecca Philipp
Address Purchasing Division
2075 Hilltop Circle
Roseville, CA 95747
Phone (916) 774-5724
Fax (916) 774-5736
E-mail [email protected]
This Contract Purchase Agreement is sent for your review and acceptance. Notify the Buyer via email of any needed changes to the company name, address, and contact information. The Buyer will update the agreement prior to you signing the document.

Return signed copies of the agreement to the Buyer noted on the agreement. Alterations or modifications to the agreement are not allowed. Upon receipt of all necessary documents, the City will sign the agreement and return a fully executed copy to you. Receipt of the signed copy will be your notice to proceed with the work in accordance with the terms and conditions of the agreement. Work must not begin until the contract has been fully executed.

The following guidelines must be followed for the signature block on the agreement:

Sole proprietorship - By owner
Partnership - Any general partner
Corporation - Two options:
(1) A signature from the President and the corporate seal; OR (2) One signature from the Chairman of the Board, President, or any Vice President AND one signature from the Secretary, any Assistant Secretary, Chief Financial Officer, or any Treasurer or Assistant Treasurer of the corporation
*General Manager, Office Manager and/or Sales Manager are not corporate officer titles. The agreement will be rejected if not signed in accordance with these guidelines.

Insurance requirements:

The City's insurance requirements are referenced on Attachment A of the agreement. By signing the agreement, you are confirming that your company has the minimum insurance limits required. 1 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Contract Purchase Agreement 3002485
Agreement 3002485
Agreement Date 17-AUG-2022
Revision 0
Agreement Amount 1,386,418.26 USD
Invoice To City of Roseville
Accounts Payable
311 Vernon St
ROSEVILLE CA 95678
Supplier Rock Solid Technology Inc
912 Capital of Texas Hwy S
Suite 180
Austin, TX 78746
Phone:

Fax:

Email:
(916) 774-5488
(916) 784-3796
[email protected]
Phone:

Fax:

Email:
()
()
[email protected]
Description of
Labor,
equipment
and/or materials
The supplier shall provide the services called for under the City of Roseville Request for Proposals (RFP) 12-020 Customer Relationship Management (CRM) and Rock Solid Technology, Inc.'s 311 CRM Software proposal dated 3/24/22. The terms and scope of work of the City of Roseville RFP 12-022 and supplier's proposal are herein made part of this contract purchase agreement and fully incorporated by reference utilizing the negotiated terms and conditions for Rock Solid Technology, Inc dated 8/16/22. The Master Customer Agreement, Statement of Work, Roadmap and Vision, Customer Support, Proposed Payment Schedule, Roseville Pricing-Worksheet shall also be incorporated by reference into this agreement.

Start Date: Executed Agreement
End Date: 5/9/27
**Statement and Designation by Foreign Corporation to the California Secretary of State must be provided by 9/7/22.

Please contact Melissa Hernandez in the IT department at (916) 774-5107 OR [email protected] for questions.

Customer # Supplier # Payment Terms Freight Terms FOB Shipping Method 15378 Net 30 Freight on Board at the destination Destination Best Method Start Date End Date Confirm To
"Becky" Rebecca Philipp Phone 1-916-774-5724
Attention: Total Cost not to exceed the agreement amount without prior approval of the Purchasing office. 2 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Contract Purchase Agreement 3002485

Contract Terms and Conditions

1. To the fullest extent allowed by law, Consultant agrees to indemnify, including the cost to defend City, and its officers, agents, employees and volunteers from any and all claims, demands, costs or liability that arise out of, or pertain to, or relate to the negligence, recklessness, or willful misconduct of Consultant and its agents in the performance of services under this contract, but this indemnity does not apply to liability for damages for death or bodily injury to persons, injury to property, or other loss, arising from the sole negligence, willful misconduct or defects in design by City or the agents, servants, or independent contractors who are directly responsible to City, or arising from the active negligence of City.

Consultant's responsibility for such defense and indemnity obligations shall survive the termination or completion of this Agreement for the full period of time allowed by law. The defense and indemnity obligations of this Agreement are undertaken in addition to, and shall not in any way be limited by, the insurance obligations contained in this Agreement.

2. Consultant is an independent contractor, and shall not be considered an officer, agent or employee of the City.

3. Without the written consent of the City, this Agreement is not assignable by Consultant either in whole or in part, and consent shall not be reasonably withheld.

4. This section is intentionally left blank.

5. At any time during the term of this Agreement, the City has the right to terminate this Agreement, provided Consultant is given thirty (30) days written notice. City's termination shall be without further liability to City; however, Consultant shall be entitled to all costs reasonably incurred prior to the date of termination. Consultant acknowledges that City may terminate this Agreement should funds not be appropriated by its governing body to continue services under this Agreement. Terms are paid annually, and no refund will be given for monies already paid. In addition, City must demonstrate must make a good faith effort to secure funding.

6. This Agreement may only be amended or modified in writing. It is integrated and contains the complete understanding of the parties.

7. All equipment, supplies and services sold to the City of Roseville shall conform to the general safety orders of the State of California.

8. Unless notified to the contrary, in writing, the City assumes that the Consultant has accepted the work in accordance with the plans and specifications (if any) and agrees to do the work in compliance with this Agreement.

9. This section is intentionally left blank.

10. Consultant agrees to the below insurance requirements:
a. Unless otherwise specified, the Consultant shall maintain the policies of insurance outlined in Attachment A, incorporated herein by this reference, in full force and effect during the term of this Agreement. The City of Roseville retains sole discretion in determining the types and proper levels of insurance coverage. b. Form. Consultant shall submit a certificate evidencing such coverage for the period covered by this Agreement in a form satisfactory to Risk Management and the City Attorney, prior to undertaking any work hereunder. Any insurance written on a claims made basis is subject to the approval of Risk Management and the City Attorney. 3 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Contract Purchase Agreement 3002485

c. Additional Insureds. Consultant shall also provide a separate endorsement or section of the policy showing City, its officers, agents, employees, and volunteers as additional insureds for each type of coverage, except for Workers' Compensation and Professional Liability. Such insurance shall specifically cover the contractual liability of Consultant.

The additional insured coverage under the Consultant's policy shall be primary and noncontributory, as evidenced by a separate endorsement or section of the policy, and shall not seek contribution from City's insurance or self-insurance. In addition, the additional insured coverage shall be at least as broad as the Insurance Services Office (ISO) CG 20 01 Endorsement. Any available insurance proceeds in excess of the specified minimum insurance coverage requirements and limits shall be available to the additional insureds. Furthermore, the requirements for coverage and limits shall be:
(1) the minimum coverage and limits specified in this Agreement; or (2) the full coverage and maximum limits of any insurance proceeds available to the named insureds, whichever is greater
d. Cancellation/Modification. Consultant shall provide ten (10) days written notice to City prior to cancellation or modification of any insurance required by this Agreement. e. Umbrella/Excess Insurance. The limits of insurance required in this Agreement may be satisfied by a combination of primary and excess insurance. Any excess insurance shall contain or be endorsed to contain a provision that such coverage shall also apply on a primary and noncontributory basis for the benefit of City (if agreed to in a written contract) before City's own insurance shall be called upon to protect it as a named insured.
f. Subconsultants. Consultant agrees to include in its contracts with all subconsultants the same requirements and provisions of this Agreement, including the indemnity and insurance requirements, to the extent they apply to the scope of the subconsultants work.

Furthermore, Consultant shall require its subconsultants to agree to be bound to Consultant and City in the same manner and to the same extent as Consultant is bound to City under this Agreement. Additionally, Consultant shall obligate its subconsultants to comply with these same provisions with respect to any tertiary subconsultant, regardless of tier. A copy of City's indemnity and insurance provisions will be furnished to the subconsultant or tertiary subconsultant upon request.
g. Self-Insured Retentions. All self-insured retentions (SIR) must be disclosed to Risk Management for approval and shall not reduce the limits of liability. Policies containing any SIR provision shall provide or be endorsed to provide that the SIR may be satisfied by either the named insured or City. City reserves the right to obtain a full certified copy of any insurance policy and endorsements. The failure to exercise this right shall not constitute a waiver of such right.
h. Waiver of Subrogation. Consultant hereby agrees to waive subrogation which any insurer of Consultant may acquire from Consultant by virtue of the payment of any loss under a Workers Compensation, Commercial General Liability or Automobile Liability policy.

All Workers Compensation, Commercial General Liability and Automobile Liability policies shall be endorsed with a waiver of subrogation in favor of City, its officers, agents, employees and volunteers for all worked performed by Consultant, its employees, agents and sub consultants.
i. Liability/Remedies. Insurance coverage in the minimum amounts set forth herein shall not be construed to relieve Consultant of liability in excess of such coverage, nor shall it preclude City from taking such other actions as are available to it under any other provisions of this Agreement or law.

11. Consultant shall comply with all federal, state, local laws, ordinances and policies as may be 4 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Contract Purchase Agreement 3002485

applicable to the performance of services under this Agreement. Failure to comply with local ordinances may result in monetary fines and cancellation of this Agreement.

12. In the event that the terms of any attachment or exhibit conflict with any terms of this Agreement, the terms of this Agreement shall control.

13. This Agreement may be executed in one or more counterparts, each of which shall be deemed an original, but all of which together shall constitute one and the same instrument. In the event that any signature is delivered by facsimile transmission or by e-mail delivery of a ". pdf" format data file, such signature shall create a valid and binding obligation of the party executing (or on whose behalf such signature is executed) with the same force and effect as if such facsimile or ".pdf" signature page were an original thereof.

14. If either party commences any legal action against the other party arising out of this Agreement or the performance thereof, the prevailing party in such action shall be entitled to recover its reasonable litigation expenses, including but not limited to, court costs, expert witness fees, discovery expenses, and attorneys' fees. Any action arising out of this Agreement shall be brought in Placer County, California, regardless of where else venue may lie. This Agreement shall be governed by and construed in accordance with the laws of the State of California.

15. This Agreement shall be binding upon the heirs, successors, executors, administrators and assigns of the respective parties hereto.

16. If any of the provisions contained in this Agreement are for any reason held invalid or unenforceable, such holding shall not affect the remaining provisions or the validity and enforceability of the Agreement as a whole.

17. For purposes of this Agreement, the terms "Contractor," "Consultant," and "Supplier" are used interchangeably.

18. Consultant agrees that any and all information furnished by City shall be deemed proprietary and confidential. All such information, to the extent previously, presently or subsequently disclosed to Consultant and/or processed and derived by Consultant services is the property of City and such property shall be deemed and treated as "Confidential Information" of City.

Consultant acknowledges that such Confidential Information may contain information provided and/or generated by third-parties. Consultant agrees that such Confidential Information shall not be disclosed to any third party without written permission from City, except as required by law. Consultant shall not use the Confidential Information except to perform Consultant's services as directed by City.

19. All facilities, devices, networks and services used to store, deliver, process, backup or purge Confidential Information will employ administrative, physical, technical, and procedural safeguards and best practices at a level sufficient to secure Confidential Information from unauthorized access, destruction, use, modification, or disclosure. Such measures will be no less protective than those used to secure Consultant's own information of a similar type, and in no event less than reasonable in view of the type and nature of the information involved. It is the City's expectation that Consultant, at its own expense, shall perform annual audits for any data centers that house Confidential Information, using an independent third-party audit that meets industry standards applicable to the services under this Agreement, and provide the audit report or certification upon request to City.

20. Consultant will retain Confidential Information until deleted by City or City-authorized third party, or for a time period mutually agreed upon by the parties to this Agreement.

21. Upon termination or expiration of this Agreement, Consultant will ensure that all Confidential Information is securely transferred to City within thirty (30) calendar days. Consultant will ensure that any transfer of Confidential Information is accomplished by methods that are 5 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Contract Purchase Agreement 3002485

compatible with the relevant City systems, and that City will have access to all Confidential Information during any such transfer. Consultant shall securely dispose of all Confidential Information when requested by City and Consultant will provide written notification to City once all Confidential Information has been securely disposed of.

22. Consultant shall report to City any data compromise or unauthorized access to Confidential Information within twenty-four (24) hours after Consultant discovers such data compromise or unauthorized access. Consultant will take commercially reasonable measures to address any such data compromise or unauthorized access in a timely manner. Except as otherwise required by law, Consultant will not provide notice to end users or other entities of any such data compromise or unauthorized access without written permission from City. Consultant will promptly reimburse City in full for all fees and costs incurred by City in any investigation, remediation or litigation resulting from any such data compromise or unauthorized access, including identity protection and restoration services for each person, who in the City's sole discretion, could be impacted by identity theft.

23. Consultant may not advertise that City is a client, list City as a reference or otherwise use City's name, logos, trademarks, or service marks without prior written permission from City.

24. Consultant acknowledges that services rendered under this agreement (including but not limited to service levels and operational levels) shall be performed in accordance with industry standards.

25. If the project referenced on this agreement is a Public Works project, then the following shall apply: No contractor or subcontractor may work on a public works project unless registered with the Department of Industrial Relations pursuant to Labor Code section 1725.5. During the performance of this agreement, Contractor and its subcontractors shall have a continuing legal obligation to maintain current registration with the Department of Industrial Relations.

Contractor is hereby notified that this project is subject to compliance monitoring and enforcement by the Department of Industrial Relations.

26. If the project referenced on this agreement is a Public Works project, then the following shall apply: Contractor must submit all claims as defined in and in accordance with the claim resolution process set forth in Section 9204 of the Public Contract Code. Each such claim must be sent to the City by registered mail or certified mail with return receipt requested and must contain reasonable documentation to support the claim. All claims must be received prior to acceptance of the work.

27. Consultant certifies that Consultant, its employees, directors, officers, agents, subcontractors, vendors, and volunteers are not presently debarred, excluded, suspended, declared ineligible, voluntarily excluded, or proposed for debarment, exclusion, suspension or ineligibility by any federal, state, or local department or agency.

28. This Agreement may be amended via change order, but only if such change order is made in writing, approved by the City, and signed by both parties.

29. CONSULTANT agrees to defend and indemnify CITY if, despite the parties intent and practice, any venue, agency, or court with competent jurisdiction determines that CONSULTANT and/or any of its agents, officers, employees, volunteers, independent contractors, or subcontractors, are characterized as employee(s) of CITY.

CONSULTANT and CITY agree that: (a) CONSULTANT is free from the control and direction of CITY in connection with the performance of the work; (b) CONSULTANT is providing services directly to CITY; (c) CONSULTANT has and will maintain at all relevant times a business license; (d) CONSULTANT maintains a business location that is separate from CITY; (e) CONSULTANT is customarily engaged in an independently established business of the same nature as that involved in the work performed hereunder; (f) CONSULTANT actually contracts with other businesses to provide the same or similar services and maintains a clientele without restrictions from CITY; (g) CONSULTANT 6 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Contract Purchase Agreement 3002485

advertises and holds itself out to the public as available to provide the same or similar services; (h) CONSULTANT provides its own tools, vehicles, and equipment to perform the services; (i) CONSULTANT has negotiated its own rates; (j) CONSULTANT set its own hours and location of work in accomplishing CITY's on-call needs; and (k) CONSULTANT has the right to control the manner and means of accomplishing the result desired and exercises its own expert independent judgement.

The supplier named hereon by the acceptance of this order agrees to the provisions of this document titled "Contract Purchase Agreement" and all accompanying terms, conditions, and attachments.

Roseville Business License No. ____________________________________ Contractor License No. ____________________________________________ DIR Registration No. _______________________________________________ Check mark the applicable company type below:
___________ Corporation
___________ Limited Liability Company
___________ Partnership
___________ Sole Proprietor
City reserves the right to withhold any payments to Consultant in the event of noncompliance with insurance requirements or if required by law.

Information Technology T&C Negotiated for Rock Solid Technology, Inc REV 8/16/22 MC
7 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB X
N/A
N/A
5205497
Contract Purchase Agreement 3002485

ATTACHMENT A

HUMAN RESOURCES/RISK MANAGEMENT DIVISION

INSURANCE REQUIREMENTS

AGREEMENT OVER FORMAL BID LIMIT OR INVOLVING HIGH RISK ACTIVITIES General - Required Coverage/Documentation
● General Liability: $1 Million per occurrence /$2 Million aggregate ● Automobile Liability: $1 Million combined single limit ● Workers' Compensation: Statutory *Must provide a Waiver of subrogation ● Additional Insured Endorsement (AIE) - General Liability policy: CG 20 38 04 13 or an equivalent, blanket endorsement or section of the policy. Endorsement shall cover the City of Roseville, its officers, agents, employees and volunteers as additional insured. ● Policies must be primary and non-contributory
● A 30 day notice of cancellation must be provided
● List certificate holder as: The City of Roseville - Insurance Compliance, PO Box 100085-R1, Duluth, GA 30096
Additional Liability/Insurance Requirements if required by Agreement (and marked below):

Construction:____
General Liability:
$2 Million/occurrence
$4 Million aggregate
Design Professional:____
General Liability:
$2 Million/occurrence
$4 Million aggregate
Professional Liability:
$2 Million/occurrence
Professional Consultant:____
Professional Liability:
$1 Million/occurrence
IT Services:__X__
Professional Liability:
$1 Million/occurrence
No auto required
Cyber Liability:
$1 Million/occurrence
Hazardous Materials:____
Pollution Liability:
$1 Million/occurrence
Special Events/Caterers-Vendors:____
No auto required
No workers' comp required
Professional Counseling/ Psychological:____
Professional Liability:
$1 Million/occurrence
8 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Contract Purchase Agreement 3002485
No auto required
Pyrotechnics:____
General Liability:
$5 Million/occurrence
$10 Million aggregate
Auto - $2 Million/occurrence
Chemical/Environmental:____
General Liability:
$3 Million/occurrence
$6 Million aggregate
Pollution – $2 Million/Occurrence
Auto - $2 Million/Occurrence
Insurance Submission Process
The City of Roseville Human Resources/Risk Management Department uses a service called EBIX to manage our insurance certificate tracking.

How It Works
● The vendor's contact information is entered into EBIX. EBIX will contact the vendor to request proof of insurance.
● The Vendor can forward the request to their Insurance Agent(s) if necessary. ● Vendor/Insurance Agent submits insurance to EBIX by email to [email protected] or by fax to (770) 325-5727. After faxing or emailing the certificate, please DO NOT send the certificate by mail to EBIX.

Please do not mail, email or fax any certificates to the City of Roseville. ● Once submitted, EBIX reviews the insurance documentation. If there are deficiencies, EBIX will send a follow up letter or email requesting additional information.

Questions Regarding Insurance Submission: Contact EBIX at (951) 652-4239 Questions Regarding Insurance Requirements Contact Risk Management at (916) 774-5202 9 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Contract Purchase Agreement 3002485
10 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB CEO
CFO
Jennifer Mabe
Tom Spengler

MASTER CUSTOMER AGREEMENT
This Master Customer Agreement (this “Agreement”) is made and entered into between Rock Solid Technology, Inc. (“Company”) and _____________________ (“Customer”) and is effective as of ______________ (“Effective Date”). Each of Company and Customer is a “Party” and together, the “Parties.”

BY ACCEPTING THIS AGREEMENT, EITHER BY CLICKING A BOX INDICATING YOUR ACCEPTANCE, EXECUTING AN ORDER FORM OR

OTHER DOCUMENT THAT REFERENCES THIS AGREEMENT, USING (OR MAKING ANY PAYMENT FOR) ANY PRODUCTS (DEFINED BELOW),

ENGAGING COMPANY TO PROVIDE PROFESSIONAL SERVICES, OR OTHERWISE AFFIRMATIVELY INDICATING YOUR ACCEPTANCE OF THIS AGREEMENT, YOU: (A) AGREE TO THIS AGREEMENT ON BEHALF OF THE ORGANIZATION, COMPANY, OR OTHER LEGAL ENTITY FOR WHICH YOU ACT; AND (B) REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND CUSTOMER AND ITS AFFILIATES TO THIS AGREEMENT. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT AGREE WITH THIS AGREEMENT, YOU MUST NOT ACCEPT THIS AGREEMENT AND MAY NOT USE ANY PRODUCT OR RECEIVE ANY PROFESSIONAL SERVICES.

1. DEFINITIONS
“Addendum” means a reference in an Order Form to one or more additional documents that contain terms relevant to a particular Product or Professional Services.
“Affiliate” means any entity which is directly or indirectly controlling, controlled by, or under common control with a party to this Agreement.
“APIs” means the application programming interface provided by Company.
“Authorized Users” means employees, contractors, and agents of Customer who are registered by Customer to use the Products “Customer Data” means any data or information that Customer or any of its Authorized Users uploads or inputs into a Product or otherwise makes available to Company in connection with Customer’s use of a Product or receipt of Professional Services
“Deliverables” means any work product or other materials created by Company in connection with its performance of Professional Services
“Documentation” means Company-provided user manuals, help files, specification sheets, or other documentation, in whatever form, relating to a Product.
“Hosted Services” means the provision of Software as a service as asset forth on an Order From which is hosted by Company or its hosting providers and which is access by Customer via the internet. “Order Form” means a written order executed by the parties which defines the respective order parameters and information, such as, modules purchased, term and associated fees.
“Product” means the APIs, Software, Hosted Services, and Deliverables.

Professional Services” means implementation, installation, configuration, customization, or other professional services expressly identified on an Order Form (which may be in the form of a SOW). “Software” means a Company provided license to downloadable software including any mobile applications and downloadable add-ins to other Products).
“SOW” (Statement of Work) means a written order executed by the parties which identifies the Professional Services ordered by Customer, including the description, and associated fees. “Third Party Products” means third-party software or other products (e.g., cloud hosting instances or data analysis tools) that Company provides to Customer or that is otherwise identified in the Documentation as being required to use properly such Product

2. PRODUCT RIGHTS AND RESTRICTIONS

2.1 Products and Services; Order Forms. This Agreement sets forth the terms and conditions on which Company may make available to Customer the APIs, Software, Hosted Services, or Deliverables or provides the Professional Services, each as expressly identified in an Order Form.

2.2 Licenses
(a) Hosted Services. If an Order Form indicates that
Customer will receive access to Hosted Services, then Customer may access and use such Hosted Services solely (i) for the Term set forth in such Order Form, and (ii) in accordance with all applicable Documentation and the restrictions set forth in this Agreement. (b) API. If an Order Form indicates that Customer will
receive access to an API, or if Company provides credentials to Customer that enable Customer to access an API with another Product, then Company hereby grants Customer a non-exclusive, non-transferable and non-sublicensable right and license under Company’s rights in that API to access and use such API solely (i) for the Term set forth in such Order Form and (ii) in accordance with all applicable Documentation and the restrictions set forth in this Agreement. Without limiting the foregoing, Customer will comply with any volume or other usage-based restrictions described in an Order Form, Addendum, or Documentation.
(c) Software. If an Order Form indicates that Customer
will receive a license to Software, then Company hereby grants to Customer a non-exclusive, non-transferable, non-sublicensable right and license under Company’s rights in such Software to install and operate such Software in accordance with all applicable Documentation and the restrictions set forth in this Agreement (including the applicable Order Form). Such license will continue for the Term set forth in the applicable Order Form. Any Companyprovided mobile applications acquired by Customer in connection with another Product licensed under this Agreement is deemed Software licensed to Customer pursuant to this Section.
(d) Geographical Files. If an Order Form indicates that Customer will receive a license to Company’s mobile app, promptly following the Effective Date, Customer shall provide to Company the geographic boundary file for the applicable covered area in the form of an ESRI shape files. Additionally, any geographic data including, but not limited to, municipal district boundaries, school board boundaries, shall be provided by the Customer at the Company’s request if such data exists.

2.3 Additional Features. Customer acknowledges that not all of the features or functionality of a Product may be available at Customer’s subscription level irrespective of whether such feature or functionality is described in the Documentation, and that access to such features or functionality may require payment of additional fees or the purchase of additional licenses.

2.4 Evaluation Products. If an Order Form indicates that Customer will receive a Product for evaluation or proof-of-concept purposes, then Customer may use the Product only for the purpose of evaluating the functions and performance of the Product, solely for the designated time period for the evaluation or trial, and subject to any additional usage restrictions specified on the applicable Order Form.

Customer acknowledges that evaluation or proof-of-concept versions of the Products may be automatically disabled upon expiration of the designated trial period (at the end of which Customer’s right to use the Product under the applicable Order Form also expires), and that any data stored in such Products may become unavailable at that time.

2.5 Authorized Users. Company will ensure that its Authorized Users comply with all of Customer’s obligations under this Agreement.

Customer is strictly responsible for all acts and omissions of Authorized Users as though they were those of Customer. Customer will prevent any unauthorized use of, or access to, the Products and Documentation and will immediately notify Company in writing of any unauthorized use or access of which Customer becomes aware.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 2 Customer will immediately terminate any unauthorized use by persons having access to a Product or Documentation through Customer.

2.6 Use Restrictions. Except as otherwise explicitly provided in this Agreement or as may be expressly permitted by applicable law, Customer will not, and will not permit or authorize third parties to:
(a) rent, lease, or otherwise permit third parties (or other persons not authorized by this Agreement) to use a Product or the Documentation; (b) use a Product to provide services to third parties (e.g., as a service bureau); (c) use a Product for any benchmarking activity or in connection with the development of a competitive product; (d) circumvent or disable any security or other technological features or measures of a Product or use the product in a manner that Company reasonably believes poses a threat to the security of Companycontrolled computer systems; (e) modify, translate, reverse engineer, decompile, disassemble, or otherwise derive the source code or the underlying ideas, algorithms, structure, or organization from a Product (except to the extent that applicable law prevents the prohibition of such activities); (f) use or access any Product in a manner that materially impacts or burdens Company or Company’s servers and other computer systems, or that interferes with Company’s ability to make available any Product to any third party; or (g) use a Product in violation of Company’s then-current published acceptable use policy applicable to that Product.

2.7 Documentation. To the extent that a Product is
accompanied by any Documentation, Company hereby grants to Customer a non-exclusive, non-transferable, non-sub licensable right and license under Company’s rights in the Documentation to use such Documentation solely to enable Customer to exercise its rights under the applicable license to or grant of access and usage rights for such Product.

2.8 Third-Party Products. To the extent that a Product includes or is accompanied Third-Party Products, the Third-Party Products and their use by Customer are subject to all license and other terms that accompany such Third-Party Products. The capabilities of any included integration with Third-Party Products is outlined in Addendum A, Integration Feature Matrix. Without limiting the foregoing, if Company enables Customer to access a hosted environment offered by a third-party cloud or platform service provider, then Customer must agree to the applicable service provider’s terms and conditions prior to accessing such hosted environment, and Customer will comply at all times with such terms and conditions.

2.9 Ownership; Data. As between Company and Customer,
Customer retains all right, title, and interest, including all intellectual property rights, in and to Customer Data. Customer hereby grants Company a non-exclusive, worldwide, royalty-free, license to use, process, transmit, store, and disclose the Customer Data (including personal data): (a) during the Term, for the purpose of exercising Company’s rights and performing its obligations under this Agreement and (b) in perpetuity, in a form that does not identify Customer as the source thereof, for developing and improving Company’s and its Affiliates’ products and services, industry analysis, benchmarking, analytics, marketing, and other business purposes. As between the Parties, Company owns all right, title, and interest, including all intellectual property rights, in and to the Products, Documentation, Deliverables, and any improvements to any Company products or services made as a result of Company’s use, processing, or generation of Customer Data. During the Term, Customer may request that Company make available to Customer a copy of Customer Data stored in certain Products, and Company may agree to do so for an additional fee.

2.10 Customer Data. Customer is responsible for all Customer Data that Customer or its Authorized Users provide in connection with the Products and Professional Services. Customer is solely responsible for complying with: (a) all privacy and data protection laws and regulations applicable to the Customer Data and (b) Customer’s and its Authorized Users’ use of the Products and Professional Services.

2.11 Feedback. If Customer provides any feedback to Company concerning the functionality and performance of a Product, any Documentation, or the Professional Services (including identifying potential errors and improvements), Customer hereby assigns to Company all right, title, and interest in and to the feedback, and Company is free to use the feedback without payment or restriction.

2.12 Audit. Customer will create and maintain complete and accurate records containing all information necessary to enable Company to verify Customer’s compliance with this Agreement.

During the Term and for a period of one year thereafter, Company will have the right, at its own expense, upon at least 5 calendar days’ prior notice, to periodically inspect and audit Customer’s use of the Product for purpose of determining Customer’s compliance with the terms and conditions of this Agreement. Customer will cooperate with Company in the performance of any such audit, and will provide to Company or a third party designated by Company such access to Customer’s relevant records, data, information, personnel, computer systems and / or facilities as Company may reasonably request for such limited purposes. Company will bear the costs of any such audit unless such audit determines that Customer has violated the terms and conditions of this Agreement, in which case (a) Customer will reimburse Company for all expenses incurred in connection with the audit, (b) Customer will pay Company all fees that are applicable to Customer’s unauthorized use (e.g., additional seat licenses to cover use in excess of Customer’s previously purchased seat licenses), and (c) Company may immediately terminate this Agreement for cause, in addition to any and all remedies available to Company in law or equity.

Additionally, to the extent possible, Company may, at its expense, automatically audit Customer’s use of the Product, provided that any such audit shall not interfere with Customer’s business activities.

3. PROFESSIONAL SERVICES

3.1 Provision of Professional Services. Subject to the terms of this Agreement, Company will use commercially reasonable efforts to provide Professional Services. Company shall perform the Professional Services in a professional manner in accordance with industry standards.

3.2 Deliverables. Company retains all right, title, and interest, including all intellectual property rights, in and to any Deliverables. If Company provides any Deliverables to Customer pursuant to the applicable Order Form, Company hereby grants to Customer a nonexclusive, royalty-free, fully paid up, worldwide license under Company’s rights in the Deliverables to use and exploit such Deliverables in connection with the Products and Professional Services during the Term.

3.3 Modifications. Either party may propose a change order to add to, reduce or change the work order in the SOW. Each change order shall specify the change(s) to the Professional Services or Deliverables, and the effect on the time of performance and on the fees owed, due to the change. Once executed by both parties, a change order shall become a part of the SOW.

3.4 Personnel
(a) Suitability. Company will assign employees and
subcontractors with qualifications suitable for the work described in the relevant Order Form. Company may replace or change employees and subcontractors in its sole discretion with other suitably qualified employees or subcontractors.
(b) Customer Responsibilities. Customer will make
available in a timely manner at no charge to Company all technical data, computer facilities, programs, files, documentation, test data, sample output, or other information and resources of Customer required by Company for the performance of the Professional Services. Customer is responsible for, and assumes the risk of, any problems resulting from, the content, accuracy, completeness, and consistency of all such data, materials, and information. Customer will provide, at no charge to Company, office space, services, and equipment as Company reasonably requires to perform the Professional Services.
(c) Non-solicitation. The employees and consultants of
Company who perform the Professional Services are a valuable asset to Company and are difficult to replace. Accordingly, Customer agrees that, during the Term of the Agreement, and for a period of one year after completion of the Professional Services under an Order Form, it shall not solicit for employment or engagement (whether as an employee, independent contractor or consultant) any Company DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 3 employee or consultant who performed any of the Professional Services under that Order Form. Customer is not restricted from hiring any personnel that respond to public job advertisements or similar general solicitations.

4. FEES AND PAYMENT

4.1 Fees and Payment Terms. Customer will pay Company the fees and any other amounts owing under this Agreement as specified in the applicable Order Form and/or SOW. Unless otherwise specified in such Order Form or SOW, Customer will pay all undisputed amounts due within 30 days of the date of the applicable invoice. Any amount not paid within fifteen (15) days of the due date will be subject to finance charges equal to 1.5% of the unpaid balance per month or the highest rate permitted by applicable usury law, whichever is less.

Additionally, in the event any amount is more than thirty (30) days overdue, Company may suspend its performance until it receives all amounts due. Customer will reimburse any costs or expenses (including, but not limited to, reasonable attorneys’ fees) incurred by Company to collect any amount that is not paid when due. Amounts due from Customer under this Agreement may not be withheld or offset by Customer against amounts due to Customer for any reason.

Customer may withhold payment of any fees that are the subject of a good faith dispute of which Customer has provided Company written notice within five (5) business days of invoice receipt; provided that all fees which are not disputed shall be timely paid, and the disputed fees shall be paid within ten (10) days of resolution of the dispute

5. TERM AND TERMINATION

5.1 Term. The term of this Agreement will begin on the Effective Date and continue until expiration or termination of all Order Form’s and/or SOW’s (the “Term”). Each Order Form and SOW will have its own term as stated in such document.

5.2 Termination for Material Breach. Either Party may terminate this Agreement or one or more Order Forms if the other Party does not cure its material breach of this Agreement or the applicable Order Form(s) within 30 days of receiving written notice of the material breach from the non-breaching Party.

5.3 Termination for Bankruptcy or Insolvency. Either Party may terminate this Agreement or one or more Order Forms if the other Party ceases to do business in the ordinary course or is insolvent (i.e., unable to pay its debts in the ordinary course as they come due), or is declared bankrupt, or is the subject of any liquidation or insolvency proceeding which is not dismissed within one hundred twenty (120) days, or makes any assignment for the benefit of creditors.

5.4 Post-Termination Obligations. Upon expiration or
termination of this Agreement: (i) in the event of termination due solely to a breach by Company, then Company shall refund any prepaid fees for Products or Professional Services that would have been rendered after the date of termination; (ii) in the event of termination due solely to a breach by Customer, then Customer shall pay all fees through the date of termination, plus all fees through the remainder of the term of the applicable Order Form and/or SOW; (iii) all rights to use the Products immediately cease and provision of Professional Services immediately ends; (iv) within thirty (30) days, each party will return or destroy at the disclosing party’s request the other party’s Confidential Information.

5.5 Survival. Notwithstanding anything to the contrary herein, Sections 2 and 6-11 as well as any other provisions which by their terms or sense are intended to survive, will survive termination or expiration of this Agreement.

6. CONFIDENTIALITY

6.1 Definition. As used herein, “Confidential Information” means all confidential information disclosed by or otherwise obtained from a Party (“Disclosing Party”) to or by the other Party (“Receiving Party”), whether orally, visually, or in writing, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. “Confidential Information” of a Disclosing Party includes such Disclosing Party’s business and marketing plans, technology and technical information, product plans and designs, and business processes. Without limiting the foregoing, Company’s “Confidential Information” includes each Product, all Documentation, all Company technical information, and all information concerning Product-related database structure information and schema. However, “Confidential Information” does not include any information that (a) is or becomes generally known to the public without breach of any obligation owed to the Disclosing Party, (b) was known to the Receiving Party prior to its disclosure by the Disclosing Party without breach of any obligation owed to the Disclosing Party, (c) is received from a third party without breach of any obligation owed to the Disclosing Party, or (d) was independently developed by the Receiving Party.

6.2 Protection of Confidential Information. Except as otherwise permitted in writing by the Disclosing Party, the Receiving Party will (a) use the same degree of care that it uses to protect the confidentiality of its own confidential information of like kind (but in no event less than reasonable care) not to disclose or use any Confidential Information of the Disclosing Party for any purpose outside the scope of this Agreement and (b) limit access to Confidential Information of the Disclosing Party to those of its employees, contractors and agents who need such access for purposes consistent with this Agreement and who have signed confidentiality agreements with the Receiving Party containing protections no less stringent than those herein. Notwithstanding the foregoing, Company is permitted to disclose Confidential Information of Customer on a need to know basis to employees, contractors, and agents of its Affiliates. The Receiving Party may disclose Confidential Information of the Disclosing Party if it is compelled by law to do so, provided the Receiving Party gives the Disclosing Party prior notice of such compelled disclosure (to the extent legally permitted) and reasonable assistance, at the Disclosing Party’s cost, if the Disclosing Party wishes to contest the disclosure. If the Receiving Party is compelled by law to disclose the Disclosing Party’s Confidential Information as part of a civil proceeding to which the Disclosing Party is a party, and the Disclosing Party is not contesting the disclosure, the Disclosing Party will reimburse the Receiving Party for its reasonable cost of compiling and providing secure access to such Confidential Information.

7. WARRANTIES AND DISCLAIMER

7.1 Limited Company Warranties. Company hereby warrants, for the benefit of Customer only, that each Product will materially conform to the applicable Documentation , provided that this warranty will not apply to failures to conform to the applicable Documentation to the extent such failures arise, in whole or in part, from any modification of the applicable Product by Customer or any third party or any combination of the applicable Product with APIs, software, hardware, or other technology not provided by Company under the applicable Order Form. If any defect or error covered by this warranty occurs, Customer will provide Company with sufficient detail to allow Company to reproduce the defect or error. If notified in writing by Customer, Company will, at its sole option, either (a) correct such error or defect in the Product, at no cost to Customer and within a reasonable time, by issuing corrected instructions, a restriction, or a bypass or (b) accept return of the Product and refund any license or subscription fees previously paid by Customer in connection with such Product from the date of notification of the warranty claim, and Customer’s right to use the Product will terminate. The foregoing sentence sets forth Customer’s sole and exclusive remedy for Company’s breach of this warranty. Company is not responsible for any defect or error caused by a Product that Customer has modified, misused, or damaged.

7.2 Mutual Warranties. Each Party represents and warrants to the other that: (a) this Agreement has been duly executed and delivered and constitutes a valid and binding agreement enforceable against such Party in accordance with its terms and (b) it shall comply with all applicable laws. .

7.3 Disclaimer. EXCEPT FOR THE EXPRESS

REPRESENTATIONS AND WARRANTIES STATED IN THIS

SECTION OR AN ORDER FORM OR ADDENDUM, COMPANY

MAKES NO ADDITIONAL REPRESENTATION OR WARRANTY OF

ANY KIND WHETHER EXPRESS, IMPLIED (EITHER IN FACT OR

BY OPERATION OF LAW), OR STATUTORY, AS TO ANY MATTER
WHATSOEVER. COMPANY EXPRESSLY DISCLAIMS ALL

IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A

PARTICULAR PURPOSE, QUALITY, ACCURACY, TITLE, AND
NON-INFRINGEMENT. COMPANY DOES NOT WARRANT
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 4 AGAINST INTERFERENCE WITH THE ENJOYMENT OF THE
PRODUCTS OR PROFESSIONAL SERVICES. COMPANY DOES

NOT WARRANT THAT THE PRODUCTS, DOCUMENTATION, OR

PROFESSIONAL SERVICES ARE ERROR-FREE OR THAT

OPERATION OF THE PRODUCTS OR PROVISION OF THE

PROFESSIONAL SERVICES WILL BE SECURE OR
UNINTERRUPTED. COMPANY DOES NOT WARRANT THAT ANY

INFORMATION PROVIDED BY A PRODUCT OR

DOCUMENTATION, OR IN CONNECTION WITH THE

PROFESSIONAL SERVICES, IS ACCURATE OR COMPLETE OR
THAT ANY SUCH INFORMATION WILL ALWAYS BE AVAILABLE.

COMPANY EXERCISES NO CONTROL OVER, AND EXPRESSLY

DISCLAIMS ANY LIABILITY ARISING OUT OF OR BASED UPON
THE RESULTS OF, CUSTOMER’S USE OF THE PRODUCTS OR

DOCUMENTATION OR RECEIPT OF THE PROFESSIONAL
SERVICES.

8. LIMITATIONS OF LIABILITY

8.1 Disclaimer of Indirect Damages. NOTWITHSTANDING

ANYTHING TO THE CONTRARY CONTAINED IN THIS

AGREEMENT, NEITHER PARTY WILL, UNDER ANY

CIRCUMSTANCES, BE LIABLE TO THE OTHER FOR

CONSEQUENTIAL, INCIDENTAL, SPECIAL, OR EXEMPLARY

DAMAGES, INCLUDING BUT NOT LIMITED TO LOST PROFITS OR

LOSS OF BUSINESS, ARISING OUT OF OR RELATED TO THE

SUBJECT MATTER OF THIS AGREEMENT, EVEN IF COMPANY IS

APPRISED OF THE LIKELIHOOD OF SUCH DAMAGES
OCCURRING.

8.2 Cap on Liability. EXCEPT FOR (I) EITHER PARTY’S
GROSS NEGLIGENCE OR WILLFUL MISCONDUCT; (II) THE
PARTIES’ INDEMNIFICATION OBLIGATIONS; AND/OR (III) A
BREACH OF SECTION 2.6, UNDER NO CIRCUMSTANCES WILL
EITHER PARTY’S TOTAL LIABILITY OF ALL KINDS ARISING OUT

OF OR RELATED TO THIS AGREEMENT (INCLUDING BUT NOT

LIMITED TO WARRANTY CLAIMS), REGARDLESS OF THE

FORUM AND REGARDLESS OF WHETHER ANY ACTION OR

CLAIM IS BASED ON CONTRACT, TORT, OR OTHERWISE,

EXCEED THE TOTAL AMOUNT PAID AND/OR PAYABLE BY

CUSTOMER TO COMPANY UNDER THE ORDER FORM OR SOW

WITH RESPECT TO WHICH THE LIABILITY AROSE DURING THE
12 MONTHS IMMEDIATELY PRECEDING THE CLAIM
(DETERMINED AS OF THE DATE OF ANY FINAL JUDGMENT IN
AN ACTION).

8.3 Independent Allocations of Risk. EACH PROVISION OF

THIS AGREEMENT THAT PROVIDES FOR A LIMITATION OF

LIABILITY, DISCLAIMER OF WARRANTIES, OR EXCLUSION OF

DAMAGES IS TO ALLOCATE THE RISKS OF THIS AGREEMENT
BETWEEN THE PARTIES. THIS ALLOCATION IS REFLECTED IN

THE PRICING OFFERED BY COMPANY TO CUSTOMER AND IS

AN ESSENTIAL ELEMENT OF THE BASIS OF THE BARGAIN
BETWEEN THE PARTIES. EACH OF THESE PROVISIONS IS

SEVERABLE AND INDEPENDENT OF ALL OTHER PROVISIONS
OF THIS AGREEMENT. THE LIMITATIONS IN THIS SECTION WILL

APPLY NOTWITHSTANDING THE FAILURE OF ESSENTIAL
PURPOSE OF ANY LIMITED REMEDY IN THIS AGREEMENT.

9. GENERAL

9.1 Export. Customer will comply with all applicable export and import laws, rules, and regulations in connection with Customer’s activities under this Agreement. Customer acknowledges that it is Customer’s responsibility to obtain any required licenses to export and re-export Products. The Products, including technical data, are subject to U.S. export control laws, including the U.S. Export Administration Act and its associated regulations, and may be subject to export or import regulations in other countries. Customer represents and warrants that the Products are not being and will not be acquired for, shipped, transferred, or re-exported, directly or indirectly, to proscribed or embargoed countries or their nationals and persons on the Table of Denial Orders, the Entity List or the List of Specifically Designated Nationals, unless specifically authorized by the U.S.

Government for those purposes.

9.2 U.S. Government Restricted Rights. The Software is
commercial computer software, as that term is defined in 48 C.F.R. §2.101. Accordingly, if the Customer is the U.S. Government or any contractor therefor, Customer will receive only those rights with respect to the Software and Documentation as are granted to all other end users under license, in accordance with (a) 48 C.F.R. §227.7201 through 48 C.F.R. §227.7204, with respect to the Department of Defense and their contractors, or (b) 48 C.F.R. §12.212, with respect to all other U.S. Government licensees and their contractors.

9.3 Subcontractors. Company may utilize subcontractors or other third parties to perform its duties under this Agreement so long as Company remains responsible for all of its obligations under this Agreement.

9.4 Notices. Any notice required or permitted to be given in accordance with this Agreement will be effective if it is in writing and sent by certified or registered mail, or insured courier, return receipt requested, to the appropriate Party at the address set forth on the applicable Order Form and with the appropriate postage affixed. Either Party may change its address for receipt of notice by notice to the other Party. Notices are deemed given 2 business days following the date of mailing or 1 business day following delivery to a courier.

9.5 Force Majeure. Neither Party will be liable for, or be considered to be in breach of or default under this Agreement (except for failure to make payments when due) on account of, any delay or failure to perform as required by this Agreement as a result of any cause or condition beyond its reasonable control, so long as that Party uses all commercially reasonable efforts to avoid or remove the causes of non-performance.

9.6 Waiver. The waiver by either Party of any breach of any provision of this Agreement does not waive any other breach. The failure of any Party to insist on strict performance of any covenant or obligation in accordance with this Agreement will not be a waiver of such Party’s right to demand strict compliance in the future, nor will the same be construed as a novation of this Agreement.

9.7 Severability. If any part of this Agreement is found to be illegal, unenforceable, or invalid, the remaining portions of this Agreement will remain in full force and effect. If any material limitation or restriction on the use of a Product under this Agreement is found to be illegal, unenforceable, or invalid, Customer’s right to use Products will immediately terminate.

9.8 Order of Precedence. Any conflict between an Order Form, an Addendum, or this Agreement will be resolved according to the following order of precedence: (1) Contract Purchase Agreement (2) the Order Form; (3) the Addendum; and (4) the Master Terms.

9.9 Publicity. Company may identify Customer as a customer in marketing materials, promotional presentations, customer lists, website and other written and electronic materials (name and logo).

Any other uses of either party’s name and logo shall be subject to the prior review and approval of the owning party, such approval not to be unreasonably withheld.

9.10 Company may identify Customer as a customer in
marketing materials, promotional presentations, customer lists, website and other written and electronic materials (name and logo).

Any other uses of either party’s name and logo shall be subject to the prior review and approval of the owning party, such approval not to be unreasonably withheld.

9.11 Notice Regarding Apple. This Section applies to the extent that the Product licensed to Customer is a mobile application on an iOS device. Customer acknowledges that this Agreement is between Customer and Company only, not with Apple Inc. (“Apple”), and Apple is not responsible for the Product or the content thereof. Apple has no obligation to furnish any maintenance and support services with respect to the Product. If the Product fails to conform to any applicable warranty, Customer may notify Apple and Apple will refund any applicable purchase price for the mobile application to Customer; and, to the maximum extent permitted by applicable law, Apple has no other warranty obligation with respect to the Product. Apple is not responsible for addressing any claims by Customer or any third party DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 5 relating to the Product or Customer’s possession and / or use of the Product, including: (a) product liability claims; (b) any claim that the Product fails to conform to any applicable legal or regulatory requirement; or (c) claims arising under consumer protection or similar legislation. Apple is not responsible for the investigation, defense, settlement, and discharge of any third party claim that the Product and / or Customer’s possession and use of the Product infringes a third party’s intellectual property rights. Customer agrees to comply with any applicable third party terms when using the Product. Apple and Apple’s subsidiaries are third party beneficiaries of this Agreement, and upon Customer’s acceptance of this Agreement, Apple will have the right (and will be deemed to have accepted the right) to enforce this Agreement against Customer as a third party beneficiary of this Agreement. Customer hereby represents and warrants that:
(a) Customer is not located in a country that is subject to a U.S.

Government embargo, or that has been designated by the U.S.

Government as a “terrorist supporting” country; and (b) Customer is not listed on any U.S. Government list of prohibited or restricted parties.

9.12 Entire Agreement. This Agreement, including all exhibits, is the final and complete expression of the agreement between these Parties regarding the subject matter hereof. This Agreement supersedes, and the terms of this Agreement govern, all previous oral and written communications regarding these matters, all of which are merged into this Agreement, except that this Agreement does not supersede any prior nondisclosure or comparable agreement between the Parties executed prior to this Agreement being executed, nor does it affect the validity of any agreements between the Parties relating to other products or services of Company that are not described in an Order Form and with respect to which Customer has executed a separate agreement with Company that remains in effect. No employee, agent, or other representative of Company has any authority to bind Company with respect to any statement, representation, warranty, or other expression unless the same is specifically set forth in this Agreement. This Agreement may be changed only by a written agreement signed by an authorized agent of the Party against whom enforcement is sought. Company will not be bound by, and specifically objects to, any term, condition, or other provision that is different from or in addition to this Agreement (whether or not it would materially alter this Agreement) that is proffered by Customer in any receipt, acceptance, confirmation, correspondence, or otherwise, unless Company specifically provides a written acceptance of such provision signed by an authorized agent of Company.

Company
Executed by
Name:

Title:

Date:

Signature:

Customer
Executed by
Name:

Title:

Date:

Signature:

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Rock Solid Technologies, Inc. 12-12-2019
2 ROCK SOLID TECHNOLOGY, INC. ORDER FORM
Term Start Date: September 9, 2022
Dollar Values: All quoted in USD Term: 3 Years, proceeded with two optional one year renewal terms
Payment Terms: Net 30 Days Annual Increase: 5%
Billing Cycle: Annual in advance Automatic Renewal: Yes, annual terms

SOFTWARE FEES
Technology Fees Quantity Unit Price Per
Month
Cost per
Month
Total Cost
per Year
OneView for Dynamics CRM: Subscription 1 $5,400.00 $5,400.00 $64,800.00 Add On: PowerBI Subscription 1 $625.00 $625.00 $7,500.00 OneView User License: Enterprise 50 $140.00 $7,000.00 $84,000.00 OneView User License: Team Member 150 $30.00 $4,500.00 $54,000.00 Citibot Web Chat 1 $716.66 $716.66 $8,600.00
Citibot SMS Chat 1 $625.00 $625.00 $7,500.00
Citibot Facebook and Twitter Chat 1 $375.00 $375.00 $4,500.00 Total Annual SaaS Fees: $230,900.00
IMPLEMENTATION SERVICE FEES (One-time Fees)
ITEM
Quantity Unit Price Per
Quantity Total Cost
OneView for Dynamics CRM: Setup 1 $74,150.00 $74,150.00 Avaya: Integration with CRM 1 $0.00 $0.00
IBM Maximo : Bi-Directional Integration 1 $10,000.00 $10,000.00 Accela: Bi-Directional Integration 1 $5,000.00 $5,000.00 Hours for Reports and Services 100 $125.00 $12,500
Citibot Implementation 1 $8,900.00 $8,900.00
Total One-Time Fees: $110,550.00
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Rock Solid Technologies, Inc. 12-12-2019
3 All Implementation Service Fees above are a fixed-fee amounts. Quantities are only estimates of the amount of work to be performed.

IMPLEMENTATON SERVICE FEES PAYMENT SCHEDULE
Phase of Project Payment on Percentage of
Implementation Cost
Kickoff – PMO Contract Execution/PO
20%
Analysis End of Analysis Phase 10%
Design End of Design Phase 20%
Development End of Development Phase 15%
Deployment End of Deployment Phase 15%
Operation (Handoff) End of operation, sign off on go live 20%

TERMS AND CONDITIONS

1. By signing this Order Form or submitting a purchase order or other ordering document to Company pursuant to this Order Form, Customer hereby orders from Rock Solid Technology, Inc. (“Company”) the Products and other goods or services described in this Order Form. All payments are noncancelable and non-refundable, except as otherwise outlined in Section 5 of Agreement. Customer may not cancel any portion of this Order Form during the Initial Subscription Term. If Company terminates this Order Form due to Customer’s non-payment, all unpaid fees for the remainder of the Term will be immediately due. Fees do not include any taxes, duties, or other governmental charges, all of which are Customer’s responsibility.

2. This Order Form is incorporated into the Master Customer Agreement dated between the parties (the “Agreement”). The Agreement is incorporated by reference, in its entirety, and together with this Order Form constitutes the Agreement relating to the products and services under this Order Form.

Company objects to any other additional or different terms in the Customer’s purchase order or acceptance. All capitalized terms not defined in this Order Form shall have the meanings given in the Agreement. In the event of any conflicts or inconsistencies among this Order Form and the Agreement, the Agreement shall prevail.

3. If Subscriber requests an integration or an integration is included as part of the Software Subscription Package, Subscriber must provide Provider the necessary publicly accessible web service endpoint(s) (“Endpoints”). The Endpoints must be standard, based on an official software release by the thirdparty vendor, and cannot be modified in any way. If the Endpoints have been modified, additional fees may apply as determined by Provider.

4. Any and all custom software development performed by Provider not included in the fees above are billed at current hourly rates and subject to an agreed upon statement of work.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Rock Solid Technologies, Inc. 12-12-2019
1 ADDENDUM A
Integration Feature Matrix Integration Feature Matrix
Last Updated: February 2, 2021
The following outlines the direction of data flow to and from Software and Third-Party Product.

Objects Created in Software
Service Request (“SR”) – When an SR is created in Software, a new SR is created in the Third-Party System.

Comment – When a comment is created in Software on an SR, a comment is created in the Third-Party System and associated with the corresponding SR.

Contact – When a contact is created in Software during the creation of an SR, a contact is created in the Third-Party System and associated with the corresponding SR.

Attachment – When an attachment is created in Software on an SR, an attachment is created in the Third-Party Product and associated with the corresponding SR.

Third-Party Product SR Comment Contact Attachment
Cartegraph Yes Yes Yes Yes
Cityworks 2015 Yes Yes Yes Yes
Cityworks 15.1+ Yes Yes Yes Yes
Lucity Yes Yes Yes Yes
Accela Yes No Yes Yes
Hansen REST Yes Yes Yes Yes
Sungard Fusion Yes Yes Yes Yes
Salesforce Yes Yes Yes Yes
Dynamics 365 Yes Yes Yes Yes
Objects Created in Third-Party Product
Service Request – When an SR is created in the Third-Party Product, a new SR is created in Software.

Comment1 – When a comment is created and added to an SR in the Third-Party Product, a comment is created for the corresponding SR in Software. If the comment is marked as public in the Third-Party Product, that comment will be marked public. If the comment is marked as private, the comment will be created as a Private Note.

Contact – When a contact is created for an SR in the Third-Party Product, a contact is created in Software and associated with the corresponding SR.

Attachment – When an attachment is created and added to an SR in the Third-Party Product, an attachment is created in Software and associated with the corresponding SR.

Third-Party Product SR Comment Contact Attachment
Cartegraph Yes Yes N/A Yes
Cityworks 2015 Yes Yes N/A Yes

1 Changes for this object/property are polled every three hours beginning at either 12AM PST or 1AM PDT.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Rock Solid Technologies, Inc. 12-12-2019
2 Cityworks 15.1+ Yes Yes N/A Yes
Lucity No Yes N/A No
Accela No No Yes No
Hansen REST No Yes Yes No
Sungard Fusion No Yes N/A No
Salesforce No Yes Yes No
Dynamics 365 No Yes Yes No
Objects Updated in Software
Service Request – When an SR is updated in Software, no action is taken in the Third-Party Product.

Comment – When a comment is updated in Software, no action is taken in the Third-Party Product.

Contact – When a contact is updated in Software, no action is taken in the Third-Party Product.

Attachment – When an attachment is updated in Software, no action is taken in the Third-Party Product.

Objects Updated in Third-Party Product
SR (Status Only)1 – When an SR’s status is updated in the Third-Party Product, the corresponding SR’s status is updated in Software.

Once a status has been marked “closed”, Software will stop polling the Third-Party Product for changes.

Comment – When a comment is updated in the Third-Party Product, no action is taken in Software.

Contact – When a contact is updated in the Third-Party Product, no action is taken in Software.

Attachment – When an attachment is updated in the Third-Party Product, no action is taken in Software.

Integration SR Status Comment Contact Attachment
Cartegraph Yes No N/A No
Cityworks 2015 Yes No N/A No
Cityworks 15.1+ Yes No N/A No
Lucity Yes No N/A No
Accela Yes No No No
Hansen REST Yes No No No
Sungard Fusion Yes No N/A No
Salesforce Yes No No No
Dynamics 365 Yes No No No
Special Operations
Address Lookup – During the creation of an SR in the Third-Party Product, an address is queried in the Third-Party Product based on the SR’s X/Y coordinates. If a result is found, that address’ unique ID is the associated to the SR prior to inserting the SR into the Third-Party Product.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Rock Solid Technologies, Inc. 12-12-2019
3 Third-Party Product Address
Cityworks 2015 N/A
Cityworks 15.1+ N/A
Lucity N/A
Accela Yes
Hansen REST N/A
Sungard Fusion Yes
Salesforce N/A
Dynamics 365 N/A
The above information is subject to change. In addition, Company is not responsible for changes made by Third-Party Product nor alternations made by Customer or affiliates to Third-Party Product configuration. (a)
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 3/24/2022
Roseville,CA
RFP Response for
311 CRM SOFTWARE
Company Name: Rock Solid Technology, Inc.

Rock Solid Technologies, Inc (RST), a privately held corporation, is pleased to submit a proposal to provide the City of Roseville, CA with OneView CRM for Microsoft Dynamics 365, which meets the needs for a new, modern 311 CRM Software.

We have been developing and implementing citizen relationship management technologies for 25 years.

Our customers include more than 175 cities and agencies, ranging from small town operations to countrywide 311 call centers that employ hundreds of agents. Our product suite, OneViewCRM for Dynamics solution, has been built specifically for the needs of growing municipalities like yours.

Many of our competitors’ citizen service products are limited in scope, expensive to maintain, and struggle to interface with previously installed systems. OneView CRM for Dynamics is a comprehensive, cloud-based, single platform that allows city leaders to manage all citizen interactions in one place at an affordable price. It is a citizen centric, omni-channel solution that also includes a powerful suite of business intelligence tools, a deep integration capability, and a mobile platform that is extensible and future-ready. OneView CRM for Dynamics has been proven to help modernize and standardize constituent interactions, improve customer service experiences, and strengthen the many ways customers can interact with their local government. We are the only solution in the market today that provides a lasting, transformational approach in the way cities interact with their residents.

We are professionally and personally committed to making the City of Roseville’s deployment a success.

Our meticulously crafted implementation plan, world-class project management, flexible yet comprehensive training options, and understanding of your requirements ensure that your system will be widely adopted. Once deployment of the new system is complete, we’ll be there for you with our experienced support staff and stable, modern technology.

Rock Solid looks forward to working with the City of Roseville towards a bright and productive future.

The proposal and the prices contained therein will remain firm for a period of ninety (90) days after receipt by the City.

Sincerely,
Erik Sickinger
Sales Director
[email protected]
424-270-9438
1 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Table of Contents
Table of Contents....................................................................................................................................... 2 Tab A – Firm Qualifications....................................................................................................................... 4 Overview .................................................................................................................................................. 4 Familiarity with Business Processes .................................................................................................... 5 Location.................................................................................................................................................... 5 Organization Structure .......................................................................................................................... 5 Implementation Experience.................................................................................................................. 5 Tab B – Experience and References ........................................................................................................ 7 Rock Solid References............................................................................................................................ 7 Citibot References.................................................................................................................................. 9 Tab C – Qualifications of Team.............................................................................................................. 11 Organizational Chart and Resumes.................................................................................................... 11 Tab D – Project Understanding .............................................................................................................. 15 Tab E – Project Plan................................................................................................................................. 16 OneView CRM Core Modules ............................................................................................................... 17 Case Intake......................................................................................................................................... 17 Service Requests ............................................................................................................................... 17 Information Requests & Knowledgebase....................................................................................... 18 Call Scripts ......................................................................................................................................... 18 GIS for Request Location, Assets and Duplicate Detection ....................................................... 18 Notes and Attachments.................................................................................................................... 19 Business Process – Workflows.......................................................................................................... 19 Information Campaigns and Events................................................................................................ 20 Announcements ................................................................................................................................. 20 Interface with the City’s MS Office 365 email system ............................................................... 21 Integrations with other systems ..................................................................................................... 21 Customizable and scalable with community and organization growth ...................................21 Citizen Self-Service Portal .............................................................................................................. 22 Native Mobile Application ............................................................................................................... 22 Reports/Dashboards ............................................................................................................................. 23 Additional Services Available (not included)................................................................................... 25 Implementation Methodology and Approach ................................................................................... 28 Sample Project Schedule ................................................................................................................ 33 2 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Training .................................................................................................................................................. 38 Data Storage and Security................................................................................................................... 40 Data encryption................................................................................................................................. 40 Data validation on point of entry................................................................................................... 40 Provide data retention, redundancy, archive, and destruction...............................................40 Customer Support................................................................................................................................. 41 Tab F – Cost Proposal............................................................................................................................... 44 Tab G – Required Statements/ Documents.......................................................................................... 46 Proof of registration with California Secretary of State ............................................................... 47 Attachment A - PROPOSER’S CERTIFICATION .................................................................................. 49 Attachment C – Requirements Matrix ............................................................................................... 50 Attachment E - NONCOLLUSION DECLARATION............................................................................... 67 Tab H - Exceptions to Standard Agreement ........................................................................................ 68 TAB I: Competency of Proposers ........................................................................................................... 69 Rock Solid Sample Agreement.......................................................................................................... 70 3 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Tab A – Firm Qualifications
Overview
Rock Solid has been developing and implementing Microsoft technologies like the proposed solution for over 25 years. Our customers include more than 175 cities and agencies, ranging from small town operations to countrywide 311 call centers that employ hundreds of agents. Through our work as a Microsoft Gold partner with the public sector, we realized an opportunity to enhance Microsoft’s CRM product by making it specifically tailored for local governments. We are proud to present our product suite, OneView CRM for Dynamics solution, built specifically for the needs of municipalities like the City of Roseville. We’re excited to collaborate with your team to configure and extend our platform. Rock Solid has backing of private outside funding, ensuring a robust financial status.

Rock Solid Technology, Inc. (RST) was founded in Austin, Texas in 1994 to develop Business Intelligence systems. The three founders had previously been part of a start-up that created ERP systems for companies in the automotive aftermarket and successfully deployed their proprietary solution in more than 350 automotive parts warehouses and more than 4,000 auto parts stores in North America. One of the company’s first projects in Puerto Rico led to us collaborating with Microsoft and opening our San Juan, Puerto Rico office, delivering Microsoft technologies exclusively.

In 2004, RST became a certified Microsoft Dynamics CRM partner and was one of the early adopters of utilizing CRM in the public sector space to manage many aspects of the interactions between citizens and governments. We work closely with Microsoft’s team to provide input for the Dynamics CRM product roadmap, based on feedback from our customers and industry innovations, and to leverage new features of the Dynamics CRM platform into our products.

In 2006, we created the OneView CRM brand of products, focusing specifically delivering CRM solutions tailored to the needs of government organizations, specifically citizen services management and contact center management. OneView CRM is built using Microsoft Dynamics CRM and extending the functionality to address the needs of 311 centers. The OneView CRM platform includes a citizen portal and mobile applications designed for the iOS and Android mobile operating systems.

Rock Solid serves clients around the world. We have implemented ONEVIEW CRM solutions for 10+ years, delivering both small and large-scale implementations across four (4) countries. Due to the tremendous success achieved by our clients in these projects, we have obtained several prestigious awards and work closely with organizations like GovTech, ELGL, and ICMA.

Rock Solid has expanded quickly in the states, with clients including Winston-Salem, NC; Columbus, OH; Savannah, GA; Gainesville, FL; Knoxville, TN; Baltimore County, MD; and others. Additionally, Rock Solid is growing rapidly in California with over 70 customers in the state including Fremont, Sonoma County, and Cupertino.

Rock Solid will be working hand-in-hand with Citibot to implement suggestive AI, online chat, and textto-chat features. Citibot’s Citizen Engagement Solution is widely used in over 15 states and 50+ municipal districts. They were listed as a GovTech 100 company in 2020 and continue to improve their platform every year.
4 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Familiarity with Business Processes
The Rock Solid Team has been developing, configuring, implementing, and supporting CRM solutions for municipalities like Roseville. Business processes are an integral part of OneView CRM. Our OneView © solution is successfully deployed and live in 150+ customer locations. In addition to many municipal customers similar to the size of the City, this solution has been implemented in large, sophisticated 311 call centers for the entire country of Panama (population 4+ million) and the city and county of Honolulu, HI. Many of our current customers had a goal to modernize, create efficiencies, and improve customer service. To that effect, Rock Solid takes a very consultative approach to implementation and strives to ensure best practices are followed.

Location
Rock Solid Technology has two headquarters. Our corporate headquarters is in San Juan, PR; and our North America headquarters is Austin, TX. The primary location servicing Roseville is both San Juan and Austin. We have remote workers across the country, including satellite offices in South Carolina, Illinois, and California. Our core project team is over 200 capable and certified systems analysts, database administrators, programmers, program managers, and support staff.

Organization Structure
Rock Solid Technology is composed of several divisions, supporting our suite of solutions: ERP, Services, and CRM. In 2018, Strattam Capital acquired a majority equity investment in Rock Solid, with a goal of expanding services in North America. Three months later, Rock Solid Technology merged with CitySourced. CitySourced is a widely deployed civic engagement platform, providing an enterprise engagement platform through a native mobile application for service requests and engagement. In March 2021, Rock Solid merged with PrimeGov, a popular web-based agenda and meeting management platform, to include support for municipal legislative agenda.

Implementation Experience
Some of the main objectives of the City are to better position itself to deliver excellent customer services, maintain a single point of contact for the various departments, and better track customers’ requests from beginning to end. The City surely has several initiatives that will help achieve these goals. One of the foundational elements of the City’s scope is to implement a new CRM Software Solution that will assist the City and provide more information to customers through seamless customer experiences. It is also required to comply with City’s technology strategy, such as user-friendly applications, unified portal, integration with existing systems, process automation, among others. This solution will provide the foundation for the City’s service management and customer experience framework across omni-channel communications such as web, phone, email, in-person, mobile and social media. To achieve such objectives, the contractor must understand their current infrastructure, technical solutions, business process, and organizations goals. The Contractor’s OneView Civic Engagement Solution will help facilitate the City in achieving these objectives.

As part of this project, the Contractor will complete a full implementation for the Contractor’s OneView Civic Engagement Solution. The contractor will be responsible for the execution of the software 5 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB development life cycle and post-implementation support as well as continues service, support and maintenance. The outputs created, as the result of work done during a project, project deliverables, will be delivered to the City by phase and based on a mutually defined schedule. Such deliverables must be aligned with the specified requirements of the City such as the management of customer data, self-service portal, data migration, case management capabilities, among others.

In addition to the OneView CRM Solution, Rock Solid will be working closely with Citibot, the Citizen Engagement Solution, to implement suggestive AI, online chat, and text-to-chat features. Rock Solid has successfully partnered with Citibot to implement AI- powered Chat solutions in many other CRM projects and currently has a fully functional integration with their programs. One of our most recent integrations with Citibot was with the City of San Antonio, TX. Citibot is currently working with California cities like Oakland, Citrus Heights, Menifee, Fairfield as well as the Long Beach Transit System.

Project and program management methodology to be used by the Contractor will include procedures, techniques, tools, and documentation aids, which will help the system developers in their efforts to implement the new solution. It will also provide the confidence to the City assess the risks and difficulties that projects encompass while empowering the project team to do the right thing in accordance with project objectives.
6 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Tab B – Experience and References
Rock Solid References
Baltimore County’s First Customer Service Center
Customer Name Baltimore County, Maryland
Street Address 400 Washington Avenue
City, State, Zip Towson, Maryland 21204
Contact Person and Title Joseph Cosentini, Office of Information Technology Program Director Telephone Number 410.887.3218
Email Address [email protected]
Brief Project Description In 2016, Baltimore County deployed a simple, yet robust digital service request solution to manage service request intakes directly from citizens (mobile/web) and indirectly from citizens via telephone calls. In late 2019, the County initiated a project with Rock Solid to transition from this decentralized approach to centralized customer service center. The project services included project management, software implementation, technical integrations, hiring for a new customer service staff position, and training.

Call Scripting
Customer Service Representative knowledge base
API (supported custom developed Citizen Web Portal)
In addition, the solution included bi-directional integrations into Esri GIS, Accela Permitting, and Cityworks ASM. Products included OneView CRM (15 licenses) and hosting, OneLink Mobile App.

Current Status of Project Implementation completed.

Project Timeline Go-Live: April 2020
Implementation: December 2019 – April 2020
Support: December 2019 – December 2022
Total Contract Amount $412,924
Fremont, CA
Customer Name Fremont, CA
Street Address 3300 Capitol Avenue, Building B
City, State, Zip Fremont, CA 94538
Contact Person and Title Alicia Hernandez, Enterprise Systems Manager Telephone Number (510) 284-4000
Email Address [email protected]
7 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Fremont, CA
Brief Project Description The City of Fremont was seeking expertise to assist with the deployment of an Online City Services - Constituent Relationship Management (CRM) solution. The City of Fremont previously received requests for City services, complaints and issues via a number of methods. Some examples include telephone calls, emails, and online forms. There are approximately 836 full-time employees that support a City population of approximately 235,000. City departments include: Police, Fire, Public Works, City Manager Office, Community Development, Community Services, Economic Development, Finance, Human Services, Information Technology Services, and Human Services. To better service its constituents, the City selected Rock Solid after a thorough RFP process to implement a solution that included both a case management system and digital tools to serve as new channels through which the community can report issues and access information quickly, 24 X 7. This solution includes a case management system, several methods for the community to submit requests (such as an online web portal and a mobile app), and a public facing knowledge base.
# of Users 836
Current Status of Project Implementation completed.

Database Environment Dynamics365
Modules Implemented OneView CRM, OneLink native mobile application Project Timeline The original implementation kicked off in June and is live today. This is currently an active contract.

Total Contract Amount $463,500 (5 year term)

Savannah, GA
Customer Name City of Savannah, GA
Street Address 2 E Bay St
City, State, Zip Savannah, GA 31401
Contact Person and Title Mark Massey, Clerk of Council
Telephone Number (912) 651-6441
Email Address [email protected]
Brief Project Description With multiple levels of customer service, the City of Savannah sought to improve their customer service experience by focusing services into one centralized hub with the implementation of a software solution. The City wished to better position itself to deliver excellent customer services.

Rock Solid implemented a Customer Relationship Management and Knowledge Base solution that assisted staff and provided more information to customers through seamless customer experiences. OneView CRM provided the foundation for the City’s service management and customer experience framework across 8 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Savannah, GA
omni-channel communications such as web, phone, email, in-person, mobile and social media.

Going live in July 2019, the project was executed with great success and has led to expansion.

Current Status of Project Implementation completed.

Project Timeline Go-Live: December 2020
Total Contract Amount $ 290,613
Citibot References
Citrus Heights, CA
Customer Name City of Citrus Heights, CA
Street Address 6360 Fountain Square Drive
City, State, Zip Citrus Heights, CA 95621
Contact Person and Title Amy Van, City Clerk
Telephone Number (916) 727-4704
Email Address [email protected]
Brief Project Description Citrus Heights wanted to find a way to reach and engage with residents to meet their needs and better serve them. Understanding that 97% of residents own a cell phone, Citrus Heights turned to Citibot to employ text chat, text notifications, and webchat to bridge the gap between the residents they were reaching and ones they weren’t.

Citrus Heights implemented Citibot’s web chat solution on its website, CitrusHeights.net, in October of 2021. Nichole and her team appreciated how the chatbot became an extension of the city’s branding - naming their new service Hello, CH – and also liked that the communications team didn’t have to preload AI responses.

Current Status of Project Implementation completed.

Project Timeline Go-Live: October 2021
Orleans Parish Communication District, LA
Customer Name Orleans Parish Communication District, LA Street Address 118 City Park Avenue
City, State, Zip New Orleans, LA 70119
9 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Orleans Parish Communication District, LA
Contact Person and Title Tyrell Morris, Executive Director of Orleans Parish Communication District Telephone Number 504-671-3911
Email Address [email protected]
Brief Project Description Shortly after the onset of the COVID-19 pandemic in early 2020, NOLA-311 – New Orleans’ primary source of local government information and nonemergency services – experienced an unprecedented 350 percent surge in call volume. They quickly realized they needed to diversify their communications platform and streamline the way they were delivering their services.

OPCD implemented Citibot text and web chat in June 2021, integrated it with its Quickbase service request system and branded it “JAZZ” to pay homage to the city’s rich musical history. Residents, visitors, and businesses can ask questions, make service requests, search for information and receive an immediate response with JAZZ.

Current Status of Project Implementation completed.

Project Timeline Go-Live: June 2021
10 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Tab C – Qualifications of Team
Organizational Chart and Resumes
The success of a project is often heavily dependent on the strength, skills, and qualifications of the team.

The Rock Solid team is comprised of experienced consultants skilled in implementation, design, and development. This project will be led by Executive Sponsor, Erik Sickinger, who will oversee the project team and ensure that the City’s goals and expectations are realized. The day-to-day operations of the project team will be managed by Omar Rosario, Project Manager. Together, Omar and Erik will provide the leadership and management to see the project to its successful conclusion, on schedule and within the proposed budget.

The City can trust that the efforts of Rock Solid will benefit the project. The Rock Solid team will operate as a cohesive, blended team with clear roles and responsibilities. The organizational chart below details our proposed management and team structure. Summaries of each team member’s experience and qualifications follow.

11 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Rock Solid Project Team -
Omar Rosario, PMP | Project Lead
Omar is a computer engineer and has 18 years of experience in the area of software technology. He has extensive knowledge in project manager, 311 centers, citizen services, dynamic CRM, business intelligence, and system integrations. Omar will oversee the Rock Solid team and be a point of contact for the City of Roseville, communicating with the City to ensure the success of the project.

Omar’s previous management experience includes the implementation of the OneView CRM system for the 311 of Panama and Puerto Rico, among other cities in Puerto Rico. He is certified as a Professional Project Manager by the Project Manager Institute and as a Software Products Manager by the International Software Product Management Association (ISPMA). https://www.linkedin.com/in/omar-rosario-9a7b5340/
Jean Cesar Martinez | Support
Jean leads the customer and support services. He has a vast knowledge of the OneView CRM product. The customer support team will be available and on call depending on your support needs. Once the project is finished and the solution is operational, the support team takes on the needed customer service, support and issue resolution process.

Rene Ocasio | Tester
Rene has more than 11 years of experience in the analysis, design, development and implementation of custom client-server software applications. He excels in the use of .NET technologies, and/or customization of Microsoft CRM solutions to build advanced software technology that allows the automation and reengineering of complex business processes. He is currently the product development manager for OneView CRM. Rene’s recent projects include Microsoft Dynamics CRM implementations for American Health Medicare (AHM) and Caribbean Project Management (CPM).
https://www.linkedin.com/in/ren%C3%A9-ocasio-35778189/
Jose Ellerbrock | Technical Writer
Jose serves as a technical writer for Rock Solid. He documents user manuals, requirements and technical integration documents. Guillermo has recently supported the OneView CIMVAS project for the Department of the Family, the Hacienda Respond program for the Department of Internal Revenue, and the 311 Panama project.
https://www.linkedin.com/in/jose-ellerbrock-33170222/
12 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Hector Tosado | Technical Lead/Architect & Training Lead Héctor has more than five years of experience in the area of software development specializing in functional tests, quality, training, and technical tests.

Alexander has worked on the CRM system, programming the OneView CRM product, and in implementations for the 311 of Panama, 311 of Puerto Rico, and the 311 of Costa Rica.
https://www.linkedin.com/in/alexander-del-busto-72642291/ Jacinto Ramos | Infrastructure Specialist
Jacinto has almost 20 years of experience in the management of support infrastructure and is responsible for analyzing, designing, and implementing information systems infrastructure. He is currently responsible for managing the cloud used by Rock Solid, including the deployment and delivery of applications.

Jacinto worked on server configurations and software for the Panama 311, Costa Rica 311 and other cities.
https://www.linkedin.com/in/jacinto-ramos-5b904b14/
Rock Solid will be working closely with Citibot and their world-class implementation team.

Citibot Key Personnel:

Project Lead | Bratton Riley, CEO
Bratton is responsible for the overall delivery of the project and making certain that Citibot executes effectively on Roseville's business requirements. Bratton Riley is the Co-Founder and CEO of Citibot, a software company that enhances the civic engagement experience by connecting residents and their governments through Web Chat, SMS Chat and Messenger App Chat.

Bratton Riley was brought up in a family committed to public service and is enthusiastic for the betterment of our communities. As the son of longtime Charleston Mayor Joe Riley, Bratton brings a unique perspective to understanding issues facing local governments and the barriers of citizen communication. Citibot’s mission is for all residents, regardless of income, race, or native language, 13 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB to have equal access to government while helping government save time and money through high quality AI chat experiences.

Bratton received a degree in history from the University of Virginia, as well as a JD as well as an MBA in International Business from the University of South Carolina. He is a Liberty Fellow; an incubator for exemplary leadership in South Carolina in conjunction with the Aspen Global Leadership Network.
https://www.linkedin.com/in/bratton-riley/
Project Manager | Alexandria Cottingham, Director of Customer Success, Marketing and Communications
Alexandria is responsible for ensuring that the project plan and schedule are adhered to and that the delivery of the solution meets the City's timeframe. https://www.linkedin.com/in/alcottingham/
Technical Lead | Thomas Wilson, CTO
Thomas is responsible for the technology used to execute on SMS Chat and Web Chat with technical implementation and required integrations to the City's platforms, and any other 3rd party applications, such as telephone number connectivity to the solution. Tom Wilson is the Founder/CEO of Hyper63, LLC, whose moto is “A different approach to software engineering, focused on closing the gap for software engineers from beginner to expert.” www.linkedin.com/in/twilson63
14 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Tab D – Project Understanding
Rock Solid’s OneView CRM for Dynamics is a web-based civic relationship management product that will provide the City with a centralized system of record for storing and managing citizen information. It will allow City users to log and track citizens’ inquiries and requests. It will also provide functionality to create and send assignments to each City department responsible for providing the service. Field workers and citizens will have online access to their cases and assignment status. With OneView CRM for Dynamics, citizens may present their inquiries or requests through a variety of channels, including a City-branded mobile app, a self-service portal, and social media. Built using the Microsoft Dynamics365 CRM platform (Microsoft’s latest version of CRM), OneView CRM for Dynamics provides a comprehensive knowledge base to help City staff answer questions and resolve requests. Its native integration to Microsoft Office 365 provides a seamless experience for managing email communications and reporting.

Rock Solid’s proposed solution gives the City a purpose-built, highly configurable solution that combines the deep functionality of an omni-channel enterprise CRM built on Dynamics at an affordable price point with an extensible mobile platform that is future ready. The robust integration layer utilizes an (optional but proposed) enterprise service bus to connect existing systems for additional value. The proposed solution offers:
• An upgrade to the existing system utilizing a Software as a Service (SaaS) platform that incorporates existing workflows and best practices.
• Intake and resolution of service and information requests from residents and customers with an omni-channel approach (e.g., website, mobile app, phone call, text, email, and chat), including self-service capabilities.
• A unified identity for each new customer and ability to consolidate multiple customer accounts into one unified account for each existing customer via an authentication and/or identity service.
• Rock Solid Integration Engine for bi-directional integrations (Esri ArcGIS, Cisco UCCX, Infor IPS/Hansen, Citibot, User Fee, Outlook, LDAP,and over 20+ additional integrations with work order and asset management systems) provides a future proof approach. • Reliable and consistent service delivery measurements across all functions, and advanced reporting and dashboarding capabilities.
• A robust knowledge base developed in coordination with the City, containing a wealth of information regarding the City and its services, which can be used to research issues, retrieve department and service data, and enable rapid responses to requests for information. • Complementary benefits available when deploying our product in existing Microsoft environment. • English/Spanish capabilities across interface platforms, including the native app using the phone’s language to present the appropriate language.

Rock Solid works with over 150 local governments, with over 25 years of government experience. Our combined experience means the City of Roseville gets a dedicated partner with expert knowledge in innovation, best practice sharing, and the right assistance to deliver a product that meets your vision.

Why Choose the Rock
Solid Team?
Dedicated partner with
expert knowledge of
innovation
Best practice sharing
Robust integration
experience
15 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Tab E – Project Plan
Rock Solid proposes the implementation of the OneView Citizen Relationship Management (CRM) solution. OneView CRM runs on Microsoft’s Dynamics 365, an industry-leading platform available on a cloud model that gives businesses the option of a private instance and database. The proposed solution has been deployed at over 40 municipalities. The solution began as a custom configuration containing IP on top of v5 of Dynamics, with an on-premise implementation. Since then, we’ve continued to upgrade the solution and add additional modules.

OneView CRM will standardize the response to requests and give the City’s agents in various departments the tools, guidance, and data they need to resolve requests. City agents will speedily handle resolutions and deliver a more personalized, effective level of support using service software that accesses all citizen information in one place—even pulling data from external sources through integration capabilities. Some of the main application components and features available in the OneView CRM suite include:

By choosing OneView CRM for Dynamics, some key advantages and benefits available to the City include:
• Empowering citizens to easily report issues through an omnichannel approach and access request status from a single point of contact.
• Streamlining operations through the implementation of consistent service processes • Consolidating multiple platforms into a single authoritative source of truth • Driving a more pro-active response to problems.
• Visibility across the city of duplicate work or residents who are “shopping departments” • Measuring citizen services efforts via reports and dashboard. 16 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB • Increasing user adoption with a Microsoft Office “look and feel.” • Increasing usability by allowing users to select their preferred language. • Utilizing a cost-effective approach that leverages existing cloud services. • Citibot integration for effective social media, MS, and chat services OneView CRM Core Modules
Case Intake
OneView CRM manages cases or service tickets
during interactions with citizens. The solution is
web-based and is accessible to anyone with an
internet connection and the pertinent web
browser. A case may be used to process different
request types and manage the process paths for
each type. The OneView CRM case features allow
for easy tracking of all the activities related to a
case, including information sharing, call tracking,
emails, appointments, tasks, and assignments.

OneView also maintains a history of all these
activities throughout the case lifecycle.

Workflows can be configured to perform
validation, routing, escalation, and status updates with defined business rules. Team members can use the web-based system to work on requests and resolve or they can leverage the field worker mobile application. The system has pre-built integrations with 50+ enterprise solutions such as MS SharePoint, ArcGIS, and many common asset management systems such as Cityworks, Cartegraph, Accela, Lucity, and Energov. Staff members can work requests in their preferred systems and all configured following City business processes.

The tickets can be updated in a variety of ways, including mobile devices, emails, and manual entries. All the changes will be reflected in the CRM.

Service Requests
Service requests may be configured to support the different services or call types that are provided by the City such as “Trash Pickup,” “Tree Maintenance,” “Pothole Repair,” and “Street Light Repair.” When a service request is created, the system workflows automatically route it to the appropriate user or team in a City department. Alternately, these requests will create a new ticket in an external legacy system, if part of the scope. The City staff in charge of receiving these requests can assign or refer the request as well as update status, notes, attach documents and register activities such as emails, appointments, workflow tasks and work orders. Tasks may also be created automatically through workflow configuration such as: review, investigate, schedule, or close. Tasks can be assigned to specific users.
17 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB All requests in the system can be updated
manually with the pertinent permissions.

Even when some fields may have
predetermined values, users can always
adjust fields such as address, priority, call
type, and description, among others. This
applies to all system modules (depending on
the security permissions of the user).

Service requests may be scheduled using
work or service orders functionality. Work
and service order appointments may be
assigned to field workers. Field workers can
review orders and update them to fulfill the
service using their computers or mobile
devices.

Through integration with the City’s ESRI GIS system, OneView CRM users may include location information with data such as physical address, parcel number, and GIS coordinates. This integration provides the City’s agents with a rich collection of base maps, demographic maps, images, and asset data to support the City’s service request process more effectively.

Information Requests & Knowledgebase
The system may store information related to general information requests. The system can keep track of the request and all forms of communication used to provide such information. Information requests may be linked to knowledge base articles. The content of the articles may be shared via email and tracking of the emails is kept as historic data for the request. Knowledge articles are maintained in the CRM system with their appropriate approval workflows and versioning controls.

Call Scripts
The solution has the capability to provide predefined scripts that will guide the call taker in a series of questions and predetermined answers or system actions. This allows staff to communicate with customers in an effective standardized way. Scripts can be configured in the OneView CRM system.

GIS for Request Location, Assets and Duplicate Detection OneView CRM will be implemented with the capabilities to geolocate requests given a specific address that can be validated against GIS or Asset Management System data.

OneView CRM has the capability (which will be implemented) to connect to the City’s ESRI system to identify assets when working with requests. OneView will connect to the ESRI system and present the needed City layers and underlying data, while using the ESRI API to integrate the requests to the assets. Using asset data, City workers will better identify the location of a request and have details on the specific City asset that needs attention.

OneView will also use City data, such as ESRI data, to validate addresses when those are specified in the system during the creation of requests. Auto suggest features will display predefined addresses that exist in the system.
18 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB When working with requests, OneView can
map requests that are of the same type and
are in a similar location of the current
request. This will help alert the user that
possible duplicate requests exist. By clicking
on an existing request in the map, the user
can identify and select a parent request for
the current request being worked on. When
a parent request is closed, then all related
child requests are closed also.

OneView will also provide a list of possible
duplicates when saving a request. The user
can decide to merge requests or select a
parent request from that list. If the user
understands that the current request is not a
duplicate, then the user can proceed to save the request as a new request.

Notes and Attachments
Every system module such as requests and customers allow for the creation of notes related to the record. Unlimited amounts of notes can be created with information such as date created, date modified, and the user that created the note. Notes can contain multiple lines of free text and can be used to attach documents for any record. For attachments, the allowed file types and the maximum file size are configurable in the system.

Business Process – Workflows
Business processes are an integral part of OneView CRM. A business process can be an automated process that relies on communication among applications based on a set of rules, or an interactive process that relies on users to make the appropriate decisions regarding the next step in the workflow.

OneView CRM includes a series of pre-defined automated or manually triggered workflow rules that support different stages in the provision of services to citizens. These out-of-the-box components allow the City to accelerate the implementation of their individual business processes. As part of the project, Rock Solid may also extend and customize the standard behavior of processes to achieve the functionality required, by configuring existing rules and developing custom components.

Workflows allow the creation of email notifications based on field modifications or creation of new records. The design of the workflows is made with an easy-to-configure screen and without the need for complex programming languages (source code). Examples of flows are:
• Sending email requesting completion of the satisfaction survey at the closing of a request. • Change the status of a request to “submitted” once it is saved and marked as submitted. This in turn may create a notification to the pertinent customer/citizen or staff with a link to the request.
• Change the assignment of a task and assign it to a new employee of an agency when the original employee is no longer available.
19 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Information Campaigns and Events
The solution will provide the ability to have information campaigns for activities, meetings, trainings, launches, or any other event as desired. Once a campaign has been created, event notifications can be sent via e-mail to all the guests. Notification banners of these events will be created in the portal and alerts will appear as the date of the event approaches.

The record of the invited persons’ responses regarding their attendance will be maintained and they may be analyzed or monitored according to their participation status. The solution will allow the creation of questionnaires or satisfaction surveys to be answered online by the users, and their answers can be analyzed in the solution to provide the corresponding graphic results.

Announcements
Announcements or alerts may be created, to present a message to all the system users. These messages can be presented in the CRM backend system as well as in the portal in the Notices section. Messages can be generated and published in the solution without help from the provider or custom development.

Activities
Activities can be related to any module within the system. They can be assigned to a user or group, and usually have an action date, a due date, and a status. Types of activities include:
• Email (connected to the City’s mail server)
• Appointment
• General Task
• Survey (sent to customers via email)
• Phone Call
• Fax
• SMS (Citibot)
• Appointment (can be viewed in a calendar)
Single Sign-On Capabilities
The OneView solution will be delivered in a Software as a Service Model (SaaS) in the cloud.

OneView is built on Microsoft technology and uses use Active Directory Federated Services (ADFS) for authentication. ADFS can be setup with single sign-on features to access the system. ADFS will allow integrating to the City’s Active Directory through the City ADFS or the City Azure AD. 20 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Chat and Suggestive AI features
With Citibot’s smart text messaging, web chat, and interactive text alerts, the City can operate more efficiently and provide better customer service. Residents can get immediate answers to questions, make service requests, send personalized messages and get real-time alerts anytime.

Citibot Text Chat allows residents to send text messages through a dedicated phone number. No app download or portal login is needed. Residents can submit service requests, ask questions, and send direct messages into staff workflow 24/7 with a simple text message. AI-based chatbot automatically answers common questions asked by users using pre-calculated user phrases or textbased signals.

Citibot’s embeddable AI chatbot plugs right into the City’s existing website. The friendly self-service chatbot understands government-speak and services website visitors directly and in real-time to address their needs.

Interface with the City’s MS Office 365 email system
The OneView solution is built on Microsoft Dynamics CRM which integrates with the Microsoft Office 365 mail system and the Exchange Mail Server. The interface with the City’s mail system can be with an on-premise email server, or a cloud-based mail server such as Office 365. This will allow the system to receive and send emails using the City’s current email services.

Integrations with other systems
OneView provides several ways to integrate with other systems such as:
• OPEN 311 API – This API uses the OPEN 311 standard to provide the ability to query requests and create or update existent requests.
• OneView API – This API extends the OPEN 311 standard to include additional fields and system entities with the pertinent software business rules.
• Dynamics CRM Web API - Since OneView is developed on top of the Dynamics CRM platform, there are a variety of API’s available thru standard technologies and frameworks such as XML, HTML, JSON, OData, REST, JavaScript and .NET SDK to perform integrations. This integration points allow performing all system transactions without the need to use of the Web UI.

Customizable and scalable with community and organization growth
Rock Solid’s CRM is highly configurable, and as the foundations of the platform are built on Dynamics365, offer robust scalability. As the City of Roseville continues to grow, the city can rest assured they are leveraging a platform used by the largest corporations in the world, and a mobile application used by millions.
21 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Citizen Self-Service Portal
OneView offers a robust citizen self-service portal where users can update their personal information, submit services requests, check the status of their submitted requests, and find information about local services, news, and alerts. An option for the user to view current nearby service requests lessens the chance of an issue being reported multiple times. Users can subscribe to text or email notifications about general alerts or the status of their request. The portal can be linked to the Township’s website for more services. Being web-based, the portal is accessible to anyone with an internet connection and the proper web browser.

Native Mobile Application
Our platform also includes the award winning native mobile application, OneLink, that has been deployed to over 100 cities across North America. The functionalities go above and beyond your current mobile vendor. OneView and the corresponding OneLink mobile app are both PCI and ADA compliant.

See example screenshots below:
22 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Reports/Dashboards
ONEVIEW has the following reports (among others):
• Service Detail – Includes service request information needed for department representatives and field workers in order to evaluate assigned requests. This includes location information, requested dates, due dates, images, notes and communications among other. • Customer Profile – This report includes the profile and request history for a specific citizen along with interactions, related tasks or activities the City has performed. • Request Summary – Provides a graphical view of requests by department, by type and period • Request Detail List – Provides a list of case data filtered by parameters requested by the user • Request Aging Report – Provides different lists based their SLA aging such as cases that are assigned, cases that are about to expire, and cases that expired • Daily Activity Report - Provides a summary of activities including calls, emails, visits and requests
• Service Status Summary – Shows graphical statistics related to requests by status and resolution performance
• Monthly Summary – Graphical presentation of requests by month and year. • Top Services – A count of the top X service types requested 23 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB • SLA Performance Report – Departmental performance based on expected SLA’s. • Power BI Dashboards – Several Dashboards for visualization and analysis of request information by geography, department, periods and service types.
• Other reports include:
o System usage by user
o Cases by types of service requests
o Geography or Locations of service requests
o Length of time to completion of service requests submitted o Occurrence of duplicate request
o Cases by created user
o Cases by date (year, month, week, day)
o Cases by status
o Cases by actual vs target completion
o Expiring cases
o Cases by department
o Summary of activities and tasks
Regarding reporting tools, ONEVIEW provides several reporting tools that can help the City in obtaining the necessary reports, including system usage, access through audit logs and participation through system log reports.

The proposed system has the capability to provide reports in different ways. These reports include business intelligence (BI) functionality:
• BI Dashboards - Dashboards allow the City to view information in tables or graphs without having to access a separate reporting system. These dashboards allow direct interaction with them in such a way that the data that compose these panels can be accessed in the system. For example, in a graph of number of requests by department, the City can manipulate the shape of the graph, but also access the list that make up those requests, and from that list, the detail of the request record can be accessed
• Operational Reports - These reports are designed and developed using a WYSIWYG style modeler. The reports have a default format with parameters that allow the City to filter or group results to create canned reports. This is done using SQL Server Reporting Services (SSRS) technology. SSRS allows the City to export data to different file formats used by common office applications such as Acrobat (.pdf), Excel (.xls), Word (.doc), Image (example: TIFF).

For the creation of these reports, the following tools are used:
• Report Builder – This tool allows visual access to fields in the database and produce ad-hoc reports that can be stored for later used as canned reports. • Visual Studio - The IDE for developing .NET solutions allows for developing these reports. • MS Excel Reports – RST can provide a set of predefined Excel Reports that include pivot tables and charts.

Advanced Views - The proposed system Management Module includes the advanced view functionality. Advanced views provide the ability to take any field and table of the database, in addition to filtering them with configurable parameters. The result of this dynamic search generated by users is to provide lists that can be exported to MS Excel to create ad hoc reports. These MS Excel lists can be connected to the results in such a way that they can be updated at the request of the user directly in 24 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Excel. All searches performed with advanced views can be saved with a name and then reused or shared with other system users.

All the reporting tools included in the ONEVIEW solution allow for report authoring which lets the City create and modify existing reports.

Additional Services Available (not included)
Rock Solid has many different services available to make the necessary functions of government easier and more efficient. The following solutions are two other products that readily complement the OneView solution and may help the City in other areas:

Rock Solid’s Streamline solution is specifically designed to provide the City with a centralized system of receiving, managing, and responding to PRR and FOIA. As an accelerator product, Streamline combines the built-in value of a software product and the flexibility of custom development. Unlike fully custombuilt solutions, this proposed solution can be quickly implemented within 2-4 weeks to make a tangible difference in operations.

Streamline’s main features include:
• A multi-language (English/Spanish) solution platform in the Software as a Service (SaaS) model that incorporates record and document management, workflow automation, performance metrics, MS Excel integration, built-in alerts, electronic messaging, mobile compatibility, improved security and best practices.
• A web, desktop and mobile compatible, public portal to enable residents, business and media to easily submit public record requests and access self-service capabilities to manage profile, see notifications, track status of request and download responsive documents. • A web, desktop and mobile compatible, staff portal with built-in dashboard and reporting capabilities that enables staff to receive interact with requestor, collaborate with other departments and process requests while streamlining the process with automated workflows. • An Extensible API for bi-directional integrations such as MS SharePoint, Outlook, Active Directory, and more
• Reliable and consistent service delivery measurements across all functions, and advanced reporting and dashboard capabilities.
25 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB PrimeGov is a cohesive agenda management system that manages your public meeting processes with the latest, easy-to-use technology. Each module is 100% cloud-based SAAS and our solution’s expandable, modular design can readily incorporate additional enhancements in the future.

PrimeGov’s main features include:
• Agenda Automation: Supports your staff in the full lifecycle of the agenda creation. Starting with the creation of a meeting, an item or even just the user itself, Agenda Automation will support managing the entire agenda process.
• Meeting Manager: PrimeGov’s module for meetings, managing the roll calls, motions, votes, minutes, notes actions, video streaming and much more.
o Speaker Management: Control speaker time with the timer. o Member Voting: Support the council’s need to vote electronically. o Kiosk: Allow residents to register to vote at the kiosk when attending a meeting • Video Streaming: For a city looking to have complete transparency with its residents, everything starts with video streaming. PrimeGov’s video module supports live stream and on demand recording directly to YouTube, creating some of the most powerful streaming in the market. • Committee Manager: In the same environment as the Agenda Automation module, Meeting Manager and Video Streaming have the full capacity to manager your Boards and Committees.

Keep track of member terms, generate reports for both internal and external needs and much more, all syncing up with your Agenda Automation module. • Community Engagement: The final piece of clear resident and transparency, allowing for your members to comment on items pre meeting.
26 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 27 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Implementation Methodology and Approach
Rock Solid uses a hybrid implementation approach that leverages a software product implementations framework, agile methodology, and structured project management. The methodology uses Microsoft SureStep in combination with the Project Management Institute (PMI) guidelines and agile development processes. The methods addressed below should not be seen as a commitment, but as a standard implementation cycle for a city like Roseville.

The Rock Solid team will organize the implementation project into five distinct phases during the implementation project lifecycle:

Rock Solid will establish a PMO with the staff that will meet the needs of planning and implementation of the solution with the proper structure and methodology to ensure success. Rock Solid will look to the City for supporting the Rock Solid PMO with the proper staff.

The implementation will begin with analysis phase to determine the order in which Rock Solid and the City will implement the solution for the City’s departments. Formal planning also occurs in this phase.

We will look to define the requirements and define all the configuration needs. Rock Solid will also design any software modifications required to complete the defined requirements. This design will be defined in iterations or sprints along with development and adjustments. With the configurations and modifications defined for each iteration, Rock Solid will perform the development and adjustments resulting in prototypes for each iteration. Some of the phases in a cycle and across the cycles may overlap at certain points of the project to allow for a faster implementation.

The following sections provide more detail on how Rock Solid and the City will execute each of the phases, and the activities that are the responsibility of Rock Solid and the City.

Analysis
The Analysis phase represents the official start of the project. This phase defines the activities required to initiate and effectively plan the entire project. The Analysis phase is initiated with the executive kickoff meeting designed to provide executives with an overview of the project vision, scope, objectives, and benefits. In addition, the meeting covers the schedule, milestone, resources, roles, responsibilities, and deliverables. Kickoff meetings with similar agendas are also conducted with the internal project team and with the project team members of the City.

Following the project kickoff, Rock Solid and the City will finalize the project plan. Rock Solid utilizes PMI standards in the project management approach including planning. The project plan is composed of 28 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB subsidiary plans that are monitored and controlled during the project lifecycle. This plan is approved by the City and forms the basis for the entire project. Rock Solid will outline the detailed activities of all the phases in the project schedule with input and approval by the City. A demonstration and review of the base software will be presented for the City to understand the system capabilities. Rock Solid will also begin a fit gap analysis, comparing the system features against the City processes, as well as starting the change management process with the City. These activities will result in the deliverables of each phase as outlined in the deliverable tables within each phase section. The City will formally approve the deliverables.

A tollgate (health check) review is conducted at the end of the phase to ensure that activities, milestones, and deliverables are provided per the City’s quality standards, and that any risks and issues are proactively addressed moving into the next phase. A formal approval process on the completed phase will allow the City to approve the end of the phase. This process will be defined and agreed to at the beginning of the project with all parties.

Analysis Phase Process Key Activities or Milestones
Project Management Kickoff
Project Plan (schedule, training, scope, testing)
Status update and meetings
Coordination of tasks with team members
Establish communication guidelines
Training Demonstrate system features
Training plan
Business Process Analysis Detailed business process analysis Requirements and Configuration Business requirements gathering Fit gap analysis
Define the configuration templates
Design (Configuration and Requirements Definition)
The goal of the Design phase is to define how to implement the business requirements by department. The Design phase will occur in iterations along with the Development phase in order to deliver system prototypes. The Design phase includes defining the configuration of the solution and the design of specific adjustments that will be necessary to satisfy business requirements identified during the Analysis phase. This phase also includes activities to design the integrations, interfaces, data migration elements, and security configurations that are necessary to support the City’s requirements.

Rock Solid will complete a configuration and requirements document, which indicates how the system will be configured and what changes are needed in order to implement the solution successfully.

The configuration and requirements document will define how the system will work in accordance with the City requirements and processes. This document will use the information that was compiled in the configuration templates in addition to the defined business processes as they are mapped to the system features. The configuration and requirements document will be updated with each design and development iteration. Rock Solid will establish a non-production environment, such as TEST, to support 29 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB the system configurations and prepare for the development effort required for integration and interfaces, data migration, and custom code development. The detailed activities of the Design phase will be included in the project schedule.

Design Phase Process Key Activities or Milestones
Project Management Status update meetings
Coordination of tasks with team members
Issue resolution and scope management
Training Training requirements
Business Process Analysis Review business process models Requirements and Configuration Configuration and requirements document Include any security requirements
Custom Coding Configuration and requirements document
Integration and Interfaces Configuration and requirements document Data Migration Data configuration and information template Data subsets for testing
Configuration and requirements document
Testing Plan
Development
The goal of the Development phase is to build and test the system components that are defined and approved in the requirements specifications, including developing the customizations, integrations, interfaces, and any data migration processes. The Development phase will occur in iterations along with the Design phase (which can also be referred to as the design and development iterations).

The Development phase involves ongoing project management activities to manage risks and issues, communications, change requests, and project plan updates, including the training plan.

The future state business process model is updated, if needed, based on any testing outcomes and finalized in this phase.

In addition, Rock Solid will setup all non-production environments. The City will participate in testing prototypes and will start engaging all system participants to learn of, and encourage the use of, the new system. Any dependencies for integrations and deployment expected from the City must be completed, such as the City web site, the City mobile app, and third-party systems. 30 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB The detailed activities of the Development phase will be included in the project schedule that will be approved by the City at the outset of the project. These activities will result in the following deliverables of the Development Phase and the City will formally approve any deliverables.

Development Phase Process Key Activities or Milestones
Project Management Status update meetings
Coordination of tasks with team members
Issue resolution and scope management
Review and update plans
Training Review of prototype
Change management
Business Process Analysis Review and update business process workflows Requirements and Configuration Configuration and set-up of any software adjustments Security
Custom Coding Development of software adjustments
Custom code freeze
Quality and Testing Solution testing (unit testing, system testing, integration testing and stress and load testing)
Testing plan
Testing Scripts (unit testing, system testing, integration testing and stress and load testing)
Infrastructure Updated infrastructure review and recommendations Support any procurement efforts
Integration and Interfaces Development of integrations
Integration and interface code freeze
Data Migration Scripts and data migration
Scripts and data migration freeze
Knowledge base creation for department being deployed
Data imports
Data scrubbing, manual data conversions
31 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Deployment
The Deployment phase is where all the efforts of the project team come together for a successful transition to the new OneView solution. Key activities in this phase include Knowledge Transfer (trainings), Change Management, User Acceptance Testing (UAT), Stress and Load Testing, and the actual move to the new production environment.

Upon successful UAT, Stress, and Load Testing Acceptance, a business go/no-go decision is made by the City on whether to proceed with the go-live or to defer until any critical issues are resolved. Once Go-Live has been approved, the infrastructure and technical teams prepare the production environment for the cutover tasks that lead to the go-live state. Required configurations and tweaks may be made, and performance tuning may be performed if necessary.

Rock Solid performs a production environment check and obtains final system approval from the City.

The system is now ready for go-live and any subsequent environment changes are placed under the change control process. The detailed activities of the Deployment phase will be included in the project schedule that will be approved by the City at the outset of the project. These activities will result in the following deliverables of the Deployment Phase and the City will formally approve any deliverables.

Deployment Phase Process Key Activities or Milestones
Project Management On-going project management activities including risks and issues, communications, change requests, and project plan updates Status meetings
Support coordination of change management strategies
Training Complete end user manuals
User training
Knowledge Transfer to the City
Requirements and Configuration Production environment configuration Go Live
Quality and Testing Stress and load tests
User acceptance tests
Interface/integration tests
System (end to end) test
Batch tests
Dry runs
Issue resolution
Infrastructure and Interfaces Install and setup production environment Data Migration Data upgrade to production
32 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Operation
The Operation phase defines the activities that are required to close the project, to provide postproduction support, and to transition the solution and knowledge to the City and the City’s PMO staff. Key objectives of this phase include providing post go-live support, transitioning the solution to the City’s support team, performing a final quality audit, and providing project closure.

The Program Management team prepares the final invoices, lessons learned, and the project closure report. The team also prepares a folder with all the project deliverable documents with their acceptance forms. These documents are reviewed with the City to obtain final approval and acceptance.

The functional and technical team hands off the resources that are required to provide post go-live support and resolve any issues that arise out of deployment to the user base. At this point, the support teams are also involved to resolve issues, so that the transition of the solution to the City and support (per the appropriate support contract) occur smoothly.

Upon completion of the post go-live support activities, the team completes all necessary logistical activities, and obtains final signoff on the project phase.

Operation Phase Process Key Activities or Milestones
Project Management On-going project management activities including risks and issues, communications, change requests, and project plan updates Status meetings
Deliver project documentation
Resolve any outstanding issues
Project closure (Go-Live for that department only)
Requirements and Configuration Transition to Support
Establish procedures to update test/training environment Sample Project Schedule
The average time for implementation is between 12-20 weeks. Dates are included for reference of the phases of the schedule. For complete list of the team working on this project, please refer to the Organizational chart and Resumes in Tab C.

Task Name Start Finish
Sample Project Schedule Mon 11/2/22 Fri 1/29/23
Planning and Analysis Mon 11/2/22 Fri 11/13/22
Project Start Mon 11/2/22 Mon 11/2/22
Kick Off Meeting Mon 11/2/22 Mon 11/2/22
Project Scope and Schedule Revision Mon 11/2/22 Mon 11/2/22 Prepare Project Planning Tue 11/3/22 Thu 11/12/22
33 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Communications Plan and Stakeholder Register Tue 11/3/22 Tue 11/3/22 Project Schedule and Resource Plan Tue 11/3/22 Wed 11/4/22 Test Plan Wed 11/4/22 Thu 11/5/22
Integration Plan Thu 11/5/22 Fri 11/6/22
Training Plan Fri 11/6/22 Fri 11/6/22
Risk Management Plan and Issue Log Mon 11/9/22 Mon 11/9/22 Infrastructure Review and Current System Review Fri 11/6/22 Mon 11/9/22 Review of City Internal Processes Fri 11/6/22 Tue 11/10/22 Review Project Plan Mon 11/9/22 Mon 11/9/22
Approve Project Plan Tue 11/10/22 Thu 11/12/22
Analysis Phase review of Deliverables Fri 11/13/22 Fri 11/13/22 Analysis Phase Close Fri 11/13/22 Fri 11/13/22
Configuration and Requirements Definition (Design) Tue 11/3/22 Mon 12/7/22 Design Tue 11/3/22 Mon 12/7/22
Requirements Gathering and Definition Tue 11/3/22 Wed 11/11/22 Core Product Software Review Tue 11/3/22 Tue 11/3/22
Define Request Types Tue 11/3/22 Wed 11/4/22
CRM Migration Requirements Wed 11/4/22 Thu 11/5/22
CRM Integration Requirements Thu 11/5/22 Fri 11/6/22
CRM Workflow Definitions Fri 11/6/22 Mon 11/9/22
Security and User Roles Requirements Mon 11/9/22 Mon 11/9/22 Mobile and Portal Asset Gathering Requirements Tue 11/10/22 Tue 11/10/22 Requirements Configuration Template Review Tue 11/10/22 Tue 11/10/22 Knowledge Article and Call Script Reviews Wed 11/11/22 Wed 11/11/22 Completion of Configuration Templates (To be completed by Service Areas/Departments) Wed 11/11/22 Tue 12/1/22
Infrastructure Assessment and Recommendations Document Mon 11/9/22 Mon 11/9/22 Configuration and Requirements Document (To be Process Model, Users, Service Types, SLA Times, Departments, Security Settings and Organization Structure)
Wed 12/2/22 Thu 12/3/22
Configuration and Requirements Document Approval Fri 12/4/22 Mon 12/7/22 Development and Configuration Thu 11/5/22 Mon 1/18/21
Data Migration (if in scope) Thu 11/5/22 Thu 11/12/22
34 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Integrations (depending on scope) Fri 11/6/22 Tue 11/24/22 Software Development, Configuration and Prototype Fri 12/4/22 Mon 1/18/21 Iteration 1 of Software Adjustments and Configuration (Request Types - Stage 1 Departments, Service Desk Console, Self Service Portal, Email Integration, AD Integration)
Fri 12/4/22 Tue 12/15/22
Configure Users, Business Units and Security Fri 12/4/22 Mon 12/7/22 Configure Services Fri 12/4/22 Tue 12/8/22
Configure Service Desk Application Tue 12/8/22 Tue 12/8/22 Configure Self Service Portal Wed 12/9/22 Thu 12/10/22
Prototype 1.0 Release Preparation and Install Fri 12/11/22 Fri 12/11/22 User Review of Prototype 1 Mon 12/14/22 Tue 12/15/22
Iteration 2 of Software Adjustments and Configuration (Request Types - Stage 2 Departments, Messaging, KBA, Call Script) Mon 12/14/22 Mon 12/21/22 Configure Users, Business Units and Security Wed 12/16/22 Wed 12/16/22 Configure Services Wed 12/16/22 Thu 12/17/22
Configure KB Thu 12/17/22 Fri 12/18/22
Configure Email Templates and Canned Responses Mon 12/14/22 Wed 12/16/22 Prototype 2 Release Thu 12/17/22 Thu 12/17/22
User Review of Prototype 2 Fri 12/18/22 Mon 12/21/22
Iteration 3 of Software Adjustments and Configuration (Stage 3 Departments, App/SSO Integrations, Reports - Dashboards, Reports, Analytics)
Fri 12/18/22 Thu 12/24/22
Configure Users, Business Units and Security Tue 12/22/22 Tue 12/22/22 Configure Services Wed 12/23/22 Thu 12/24/22
Configure Integrations Tue 12/22/22 Wed 12/23/22
Mobile App Configuration Mon 12/21/22 Wed 12/23/22
Prototype 3 Release Fri 12/18/22 Fri 12/18/22
User Review of Prototype 3 Mon 12/21/22 Tue 12/22/22
Software Adjustments Ready For Testing Fri 12/25/22 Thu 12/31/22 Software Adjustments Final Version Tue 1/12/21 Mon 1/18/21 Deployment Tue 11/10/22 Wed 1/22/21
Install and Configure Test/Training Environment Tue 11/10/22 Wed 11/11/22 Install and Configure Production Environment Thu 11/12/22 Fri 11/13/22 User Documentation Mon 12/21/22 Wed 12/23/22
35 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Go Live Version Update Tue 1/19/21 Tue 1/19/21
Testing Wed 12/23/22 Thu 1/14/21
Review Test Scripts and Materials Wed 12/23/22 Thu 12/24/22 Update / Add Test scripts based on review Fri 12/25/22 Mon 12/28/22 Initial Functional Testing Tue 12/29/22 Thu 12/31/22
Train the Testers Fri 1/1/21 Mon 1/4/21
Functional User Testing Tue 1/5/21 Mon 1/11/21
QA testing (All request types) Tue 1/12/21 Thu 1/14/21
Training Tue 1/12/21 Mon 1/18/21
Training Plan Update Tue 1/12/21 Tue 1/12/21
Training Plan Approval Wed 1/13/21 Wed 1/13/21
User Training Materials Tue 1/12/21 Wed 1/13/21
Technical Training Materials Tue 1/12/21 Wed 1/13/21
Trainer Training Thu 1/14/21 Thu 1/14/21
User Training Fri 1/15/21 Mon 1/18/21
Administration Training Fri 1/15/21 Fri 1/15/21
Technical Training Mon 1/18/21 Mon 1/18/21
Training Acceptance Mon 1/18/21 Mon 1/18/21
Go Live Tue 1/19/21 Wed 1/22/21
Cutover Schedule and Task List Tue 1/19/21 Tue 1/19/21
Go Live Preparations Tue 1/19/21 Tue 1/19/21
Go Live Wed 1/22/21 Wed 1/22/21
Operations Thu 1/21/21 Fri 1/29/21
Post Implementation Support On Site Thu 1/21/21 Fri 1/22/21 Post Go Live Assessment Mon 1/25/21 Mon 1/25/21
Review of Closing Documentation Tue 1/26/21 Tue 1/26/21 Transition to Support Operations (Problem /Incident Management Procedures) Tue 1/26/21 Tue 1/26/21
Project Closing Report Wed 1/27/21 Thu 1/28/21
Acceptance of Project Closing Fri 1/29/21 Fri 1/29/21
36 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 37 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Training
Training will be available for the City staff to be able to maintain and manage the application.

Rock Solid will conduct training sessions on the OneView CRM solution for City personnel based on the schedule in the Project Plan. Training will be delivered to of all the end users. The training method will be discussed with the City in agreement with the best-expected results. Training material will be delivered in electronic format and hard copy format.

Rock Solid will use a combination of instructor lead training and train the trainer programs in agreement with the City’s expectations. Training materials will be adjusted in accordance with the City scope and user types.

Training will be available for the City staff to be able to maintain and manage the application. The training costs are included as part of the implementation and ongoing post-release training is included at no additional cost with the SaaS hosting model.

RST will conduct training sessions on the solution for City personnel based on the schedule in the Project Plan. Training will be delivered to of all the end users. The training method will be discussed with the City in agreement with the best-expected results. Training material will be delivered in electronic format and hard copy format.

RST will use a combination of instructor lead training and train the trainer programs in agreement with the City’s expectations. Training materials will be adjusted in accordance with the City scope and user types.

Instructor led training – this training is for end-users, super users, and administrative users as following:
• End-User Training: Each department or business unit will rely on end users to work directly with the system each day. To ensure that end users are qualified to use the proposed solution, RST will develop on-site training classes during which an instructor shall use software and training guides to teach end users on how to use the system. This training includes, but is not limited to the following:
• Departmental users or tier 1
o Creating, modifying, and canceling a service request on behalf of the citizen. o Accepting and routing a service request to the appropriate personnel (tier 1 or tier 2) o View and update information regarding submitted citizen service requests. o Resolving a service request.
o Accessing the knowledge base (if added).
o Creating and modifying reports.
• Service/Field Workers or tier 2
o View information regarding citizen service requests
o Update assigned service requests
o Generate reports
• Super User Training: Each department or business unit will need staff capable of performing day-to-day administrative tasks. These Super Users will not be called upon to perform enterprise-wide tasks, but will oversee many aspects of their department’s implementation and continuing support. This training includes, but is not limited to the following:
o Service request configuration;
o Workflow configurations;
38 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB o Report creation and dashboard configuration
o Knowledge base maintenance (if added)
o Portal and Mobile App usage.
• Administrative users will be trained on the administrative functionality and configurations. This includes:
o Oversee and control user accounts and permissions.
o Maintain user workflow permissions associated with business rules. o Troubleshoot issues
o Support all system users
• Train-the-Trainer Training - The City may be responsible for training new hires and new business units that adopt the CRM solution after the initial go-live. This training approach allows for improved system ownership and is the recommended training model. RST will conduct on-site training classes for in-house training staff who will lead, facilitate, and deliver the instructor-led portions of the training on the CRM system. This training will include the trainer’s role and responsibilities, the planning and teaching process, CRM system knowledge, and exams that will test learning. This course will provide City personnel with all of the required tools, templates, etc. to deliver the training to their colleagues. The City should consider using these trainers in tandem with RST’s trainers for the end user training outlined above. City trainers must be proficient by the end of the initial end-user training session.

An optional training/test environment may be configured. This training will be provided on a “just in time” basis to minimize knowledge loss from the date of training until go live. The training plan will take into account shift work. Supplemental training and help tools will include online content, video instruction and Interactive classes.

RST will provide qualified, trained, and experienced instructor(s), as well as ensuring that they do not perform other duties during the training period that will interfere with instruction. Instructor(s) will provide a survey to trainees to evaluate presentation and course materials for effective feedback to the City.

Train-the-Trainer training will prepare City personnel to lead, facilitate, and deliver the leader-led components of the training. This course will provide City personnel with all the required tools, templates, etc. to deliver the training to their colleagues.

Documentation and Knowledge Transfer
The following documentation will be provided that will assist with training:
• All relevant documents and manuals including user manuals, training manuals and technical support materials
• Documents in an electronic format, such as PDF and/or accessible online at their web site • Knowledge transfer sessions, on a one to one basis, on site, of the solution technical features to City’s assigned personnel, including but not limited to, installation, configuration, maintenance, administration activities and troubleshooting.
39 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Data Storage and Security
OneView for Dynamics is a Dynamics 365 solution (forms, roles, workflows, schema extensions etc.) installed onto an instance of Microsoft Dynamics 365 Customer Engagement, which is deployed and managed for you directly by Microsoft. Since we consume this software as a platform-as-a-service model and do not directly manage or operate its underlying infrastructure, the following information is directly from Microsoft: The datacenters that power our cloud offerings focus on high reliability, operational excellence, cost-effectiveness, environmental sustainability, and a trustworthy online experience for customers and partners worldwide. Microsoft regularly tests our datacenter security through both internal and third-party audits. As a result, the most highly regulated organizations in the world trust the Microsoft cloud, which is compliant with more certifications than any other cloud service provider.

Data encryption
Data is encrypted in transit and at rest. All customer data and operations are segregated from every other concurrent Oneview customer by logic gates in the Microsoft Azure data storage facility.

For authentication, the system uses Active Directory and ADFS allowing integration to the City's existing active directory. Users are then configured in OneView CRM by activating their Active Directory User Id and assigning security privileges. The built-in security of Microsoft Dynamics includes role-based security, record-based security, and field-level security. These levels of security allow the City to manage the attributes (1) create (2) read (3) update and (4) delete for each record.

Data validation on point of entry
Workflows can be configured to perform validation, routing, escalation and status updates with defined business rules. Data validation on intake (contact, location, type of issue) is inherent in a proper CRM.

Provide data retention, redundancy, archive, and destruction Rock Solid offers a default design of unlimited record retention, with a high degree of redundancy.

Destruction can be optioned; we would desire to work on a proper form and authorization to ensure no data is deleted without going through the appropriate channels. In the event that the OneView contract is cancelled or expires, the City will have a period of ninety (90) days to download any proprietary data from the servers.
40 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Customer Support
Staff will be available 24 hours a day, 365 days to address critical system issues. The helpdesk services can be contacted through e-mail, telephone, or our support portal. Normal or Low priority live requests will be handled during regular operating hours Monday – Friday, 8am – 8pm (EDT).

The following table details the support severity levels and targeted response times:

Codes Example Resolution Level Agreement
Critical • System down
• System up, but cannot be used,
affecting operations
Confirmation of Request Received 30 minutes
Communications 30 minutes
Expected time to begin solving the
issue
2 hours
High • Specific system functionality not
functioning as expected
• System interface is not working
• Security-related requests
• Serious impact on customer
operation
Confirmation of Request Received 1 hour
Communication 1 hour
Expected time to begin solving the
issue
4 hours
Normal • Change of passwords
• Billing information request
• Functional or technical consultations
Confirmation of Request Received 2 hours
Communication 8 hours
Expected time to begin solving the
issue
24 hours
Low • Suggestions and recommendations
• Training requests
Confirmation of Request Received 4 hours
Communication 16 hours
Expected time to begin solving the
issue
48 hours
Priorities are established after the support analyst reviews and investigates the communication sent by the client. While we constantly monitor our emails, we urge our customers to call us if they understand that the need for support is critical, so that we can act immediately.

Criteria for Incident Escalation
Our customer support department receives cases and routes them to our OneView CRM product support team. Requests are handled at different levels of escalation. • Level 1 – General Customer Support. In this level, we can solve or answer general questions regarding products such as frequently asked questions and common knowledge base support requests. If the issue cannot be resolved in the initial call, the incident is escalated to a Level 2 request.
• Level 2 – Functional Specialist Support. More experienced resources that have been involved in product implementations and issue resolution will handle Level 2 requests. These requests are more complex in the areas of functionality or configuration. A Level 2 representative will be communicating with the customer via email and coordinating communications to resolve the 41 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB issue. If the issues are technical, to the degree a Level 2 representative cannot solve the issue, then the case will be immediately escalated to a Level 3 resource to address the issue. • Level 3 – Technical or Advanced Support. This support is provided by technical personnel that handles requests that are not in the scope of Level 1 and Level 2 resources. Level 3 requires technical or software development experience for issue resolution. Level 3 resources will work with the Level 2 resource on resolving the issue. Communications should not be expected from a Level 3 resource unless necessary. The Level 2 resource will keep communications with the customer until the issue is resolved.

Software modification versus a release
All recommendations or ideas for new features or functionality will be reviewed. Any recommendation or idea that is considered applicable for all OneView customers will be scheduled to be included in the product for a future release and given a priority. In the case that there is a City-specific change request or an urgent need for a future release feature, then RS will discuss with the City to determine the best approach to solve the City’s needs. A separate services contract may be needed to solve any City-specific change request depending on the complexity of the change request. Any City-specific changes that require less than 12 hours of work per month and do not affect other ONEVIEW implementations in process may be included in the system at no additional charge.

High availability
The City can have confidence in Microsoft’s commitment to service availability through a financially backed 99.9% uptime Service Level Agreement (SLA). If a service incident breaches this SLA, you can claim a billing credit according to the conditions of the SLA. Microsoft publishes financially backed SLAs for uptime. In the event of unplanned downtime, the SLA is activated, and we credit the account in accordance with the service level.
42 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Regularly Scheduled Product Maintenance
Rock Solid provides updates and performs maintenance on an Evergreen model. Product updates, patches, and enhancements are included in the software as part of the SaaS model. Customers will receive notification of upcoming releases and the included features of the product as well as any minor versions that are scheduled to be installed. Minor versions Installations are generally installed to fix any issues or include any features that were scheduled and missed in the previous release. Any software updates are scheduled with the customer to avoid or minimize service interruptions.

Rock Solid will provide communications 5 days in advance for any planned interruptions in services due to scheduled software changes or outages. In the case of issue resolution, the customer will be notified as soon as the issue is fixed, and Rock Solid will plan a software update in collaboration with the customer. The notifications will include the reason for the interruption along with expected down time and time frame. Any unplanned outages will result in immediate communications and expected resolution time.

Bug Fixes/Software issues
System errors may be encountered during the internal testing procedures of the product or by customer reports. Errors are given a priority and severity code depending on what functionality is affected, and the amount of customers it affects. Once the problem is verified, it will be added to a work queue where product support developers will work on resolving these issues in order of priority and severity. All issues are worked and tracked following modern agile project development processes and customers are communicated when issues are solved, either by publishing on the support portal or by communicating with customers via email.

In the case that issues are identified by the product team, an internal issue resolution process is followed and known product issues will be communicated to the customer along with resolution time estimates via email.

When an issue is reported by the City, a support case will be created, and the status or resolution of that case will be available online on the support portal. The City users may also call the customer support department which can also provide the status information.

Once issues are resolved, the City will receive an email with documentation on the issue resolution. If a product update window is needed, the customer service team will notify and coordinate the installation date and time. In the case an issue is related to a support case, reported by the City, the case reference number will be included in the communication and the case will be closed once the City confirms the issue is resolved.

Frequency of software updates and new software releases Software releases are schedule for four times a year. Releases contain product-specific features, bug fixes, etc. We currently have a quarterly release schedule for the back-office and mobile application, but are moving to an AGILE/SPRINT release cycle to allow for more frequent updates, with less potential risk per update. Our customers receive regular updates about the pending updates and what to expect.

Customer’s account managers are available to review and discuss prior to code push.

Updates are shared automatically with Rock Solid’s business resource and technical resource assigned to the city. This will be shared in monthly syncs between Rock Solid's Account Manager and the city admin.

Our product is based off a SaaS (software as a service) model. We do not charge for updates to the application. We at Rock Solid will work to continue producing the best product for our customers. 43 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Tab F – Cost Proposal
Implementation Costs:

We are not including travel costs, because we do not expect we will be on site due to Covid. If that situation changes to where both contractor and the County are comfortable and mutually agree to the safety of this travel, we will offer on-site travel, meal, hotel costs, etc at cost + 10%.

Item Hours Cost
Citibot Implementation Flat Fee  $      8,900
Data Migration Not Scoped Not Scoped
Other Integrations Not Scoped Not Scoped
Planning and Analysis 84  $      10,500
Requirements Definition (Design) 64  $        5,500
Configuration 84  $        7,250
KBA Migration and build 50  $        5,000
Deployment (Testing, Training, Installing) 200  $      23,500 Operations (Go Live Support) 40  $        4,000
Total 654  $      74,150
Rate Card for professional services
Role/Position Description
Onsite Hourly
Rate
Remote Hourly
Rate
On-site Daily
Rate
Remote
Daily Rate
Project Manager $ 165 $ 135 $1,320 $1,000
Functional Lead $ 145 $125 $1,240 $920
Developer Lead $ 155 $135 $1,240 $920
Software Developer $ 145 $125 $1,240 $920
Technical Writer $ 135 $115 $1,240 $920
Senior Project Manager $ 206 $168 $1,650 $1,250
Senior Developer $ 193 $168 $1,550 $1,150
44 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB SaaS/Annual Fees:

Item Cost, annually
OneView CRM, including Mobile App, CRM, Web Widget, etc $64,800 OneView Licenses: Range from $25-$170 per user, per month – Depending on number of licenses, license type, and other variables. Based on the information we have from Roseville and our experience in deploying to similar cities, we expect licenses to not exceed the proposed amount. Depending on user
count and types of users, it could be under $60,000
$96,000 1st Year,
estimated
Ongoing training, support, maintenance, hosting, etc Included Citibot Pricing not included, please see below breakdown Total Annually $160,800
CITIBOT PRICING BREAKDOWN:

45 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Tab G – Required Statements/
Documents
Include statements of assurance regarding the following requirements in the proposal:
• Non-substitution for the designated members of the team without approval by City staff (Section

5.0)
o All members of the project team will be designated before the start of the project. No substitutions will be made without discussion and approval by the City staff. • The absence of a conflict of interest (Section 10.4)
o Rock Solid does not have a Conflict of Interest with the City of Roseville. • Indicate your ability and agreement to fulfill the indemnification and insurance requirements contained in the sample contract (Section 10.7). (Please note that actual certificates of insurance are not required as part of your submittal.)
o Rock Solid is capable of filling the indemnification and insurance requirements as outlined in the RFP. Rock Solid will provide certificates of insurance upon award of contract.
• A statement that nothing contained in the submitted proposal will be proprietary. (Section

10.23)
o Nothing contained in the submitted proposal will be considered proprietary.

Submit the following documents with proposal:
• Proof of registration with California Secretary of State o The following certification is for CitySourced. CitySourced is a wholly owned subsidiary of Rock Solid.
• Executed copy of Proposer’s Certification (Attachment A) • Executed copy of Non-collusion Declaration (Attachment E) 46 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 47 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 48 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB

Page 18 of 36 ends

Attachment A
PROPOSER’S CERTIFICATION
I hereby propose to furnish the goods or services specified in the Request for Proposals (“RFP”). I agree that my proposal will remain firm for a period of up to ninety (90) days in order to allow the City of Roseville (“City”) adequate time to evaluate the qualifications submitted.

I have carefully examined the Request for Proposals and any other documents accompanying or made a part of this RFP. The information contained in this proposal is true and correct to the best of my knowledge and is signed under penalty of perjury under the laws of the State of California. I further certify that I am duly authorized to submit this proposal on behalf of the firm as its authorized agent and that the firm is ready, willing and able to perform if awarded the contract.

I further certify that this proposal is made without prior understanding, agreement, connection, discussion, or conspiracy with any other person, firm or corporation submitting a proposal for the same product or service; that this proposal is fair and made without outside control, collusion, fraud or illegal action; that no officer, employee or agent of the City or any other proposer is financially interested in said proposal; that no undue influence or pressure was used against or in concert with any officer, employee or agent of the City in connection with the award or terms of the contract that will be executed as a result of this RFP; and that the undersigned executed this Proposer’s Certification with full knowledge and understanding of the matters therein contained and was duly authorized to do so.
_________________________________________________

NAME OF BUSINESS
_________________________________________________

SIGNATURE
_________________________________________________

NAME & TITLE, TYPED OR PRINTED
_________________________________________________

MAILING ADDRESS
_________________________________________________

TELEPHONE NUMBER
_________________________________________________
EMAIL
Type of Organization:
____ Sole Proprietorship ____ Corporation ____ State of Incorporation ________ Partnership ____Limited Liability Company
Attachment B
Rock Solid Technology
Tom Spengler, CEO
912 Capital Of Texas Hwy South Suite 180, Austin, Texas 78746 (512) 347-9399
[email protected]
X
49 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Attachment C

REQUIREMENTS MATRIX
(Please download electronic file on PublicPurchase.com) The Requirements Matrix (“Matrix”) is categorized by various desired features. This Matrix will be used to determine the compatibility of proposer’s software to the requirements of the Customer Relationship Management system. In the Fourth column from the left, please enter the response to the requirement based on the possible responses below. An omitted response or deviation from the alpha responses provided below will be construed to be a “NO” – not supported and/or is not provided as part of the proposal. If you need to add any comments to further clarify your response, please do so in the column specified.

Response Code Definition
Y (YES) The proposed system can meet this requirement with no modifications or additional products necessary
C (CUSTOM) This requirement can be met with customization to the proposed system (the cost of such customization must be included in the proposal)
N (NO) The proposed system cannot meet this requirement C-1 Customer Relationship Management
No. Description Status
Response
Code Comments

1. EXTERNAL REQUIREMENTS

1.1 All forms of contact to be tracked
within the CRM
Require
d
Y

1.1.1 Phone
Require
d
Y

1.1.2 Emails
Require
d
Y

1.1.3 Social Media
Require
d
C Social Engagement User –
A social engagement enterprise
license will be needed in case that the
City wants the ability to create cases
using social media feeds or posts as a
source. Social Engagement features
also allow for users to monitor and
interact with social media feeds such
as replying to posts, replying to
private messages, perform likes and
retweets.

1.1.4 Web Forms
Require
d
Y

1.1.5 In-person
Require
d
Y Our system's case intake functionality
allows customers that walk-in or call
the City's service line directly to open
a new, update or follow-up on an
existing service or information
request. The system keeps track of
50 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB the request and all forms of
communication used to provide such
information.

1.2 Interface with multiple
Departments
Require
d
Y OneView manages cases. Cases can
have one or many requests/issues
which can be handled by multiple
departments simultaneously. This will
allow for more efficient collaboration
and monitoring of the response to
issues/requests.

1.3 Suggestive AI for easy navigation
Require
d
C If this is for routing customers to the
correct area for requests, then this
will be filled by Citibot.

1.4 Automated responses for
consistency
Require
d
Y Auto responses are highly
customizable and dependent on the
service request being submitted and
dependent on the method of entry
from the resident

1.5 Online chat feature
Require
d
C Citibot has a robust AI chat feature
that will be incorporated with
OneView.

1.5.1 Text to chat feature
Optional C Citibot's text-to-chat feature is
unparalleled.

1.5.2 Perform natural language searches
of the knowledgebase
Optional Y Knowledge base articles can be
searched with natural language.

1.6 Questions on website (FAQ’s)
Require
d
Y This is standard OneView
functionality.

1.7 Ability to refer to external website,
if needed
Require
d
C The Knowledge Base articles, call
scripts, and logic-based routing for
service requests can be configured to
refer to an external website if the
problem does not fall under the City's
jurisdiction.

1.8 Quick response to initiator of
request (auto response for external,
reminder for internal staff)
Require
d
Y

1.9 Acknowledgement email sent to
initiator after submission
Require
d
Y The user will receive an email
confirming receipt of the ticket and a
unique identification case number for
future reference.
51 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB

1.10 Consolidate emails within the CRM
Require
d
Y Customer data can be merged when
duplicate exists, consolidating all the
associated information into a single
customer record.

1.11 Ability to add workflow for
inquiries
Require
d
Y Yes, customer service agents can
track follow up inquiries made by
customers by looking into the case
activity logs. Agents can see emails
exchange with that customer and
other agent notes regarding status
and service activity. Case follow up
tasks can also be created and
assigned to customer service agents
or city SME's.

1.12 Provide feature to allow initiator to
select if they want a response or not
after their submission
Require
d
Y The system has the ability to create
anonymous requests when a
constituent does not want to disclose
his identity or provide any contact
information. The system can be
configured such that specific case
types allow or disallow anonymous
submissions. The Microsoft Social
Engagement features allow
submitting cases from Social Media
posts using Facebook and Twitter.

1.13 Dashboard to display status on
requests and an overall report
Require
d
Y There are multiple dashboards that
users can leverage. When back end
users sign into the online console
they see a dashboard that displays a
map of where all service requests in
the city reside, and a list of service
requests that are either assigned to
the individual, or a list of all requests
that are inside the system (See item
number 4). The other notable
dashboard is the "all my requests"
dashboard that shows a user all of
their requests, but also allows the
user to edit their views based on
location, closed and opened requests,
escalated requests, and other
services.
52 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB

1.14 Users can create a profile
Optional

Y The self-service portal allows
residents to create an online account.

All accounts added will be linked to
the Master Name Index creating a
centralized repository. This account
allows them to request services,
organizational information, make
updates to user profile, view history
and select preferences.

1.15 Ability to track status of inquiries
Require
d
Y Yes, customer service agents can
track follow up inquiries made by
customers by looking into the case
activity logs. Agents can see emails
exchange with that customer and
other agent notes regarding status
and service activity. Case follow up
tasks can also be created and
assigned to customer service agents
or city SME's.

1.16 Instant notifications on issues in the
City
Require
d
Y OneView for D365 has robust
notification and escalation
functionality.

1.17 Mobile application
Optional

Y Rock Solid's OneLink mobile
application solution allows for
interdepartmental communication
via one central platform. With the
ability to easily integrate into Lucity
and other solutions within the city,
OneLink allows for city workers to
continue working in their known
environment and eliminates
additional training or loss of
information. OneLink mobile
application has the ability to create
more efficient workflows and easy
automation of tasks eliminating
manual work. With one central
platform, information can be
accessed from anyone in the city.

1.18 Integration with: social media,
phone calls, City website, business
processes, existing third party
systems
Require
d
C Rock Solid can integrate with any
third party software system that has
publicly exposed REST or SOAP based
web services. Out-of-the-box, we
support over 45 vendors, which
53 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB covers 90%+ of the market now. We
have already integrated with most
major enterprise workflow systems,
as well as several homegrown
systems. Please contact us at
[email protected] for information
about a specific vendor integration.

1.19 Real time requests visible to public
– users can “like” or make
comments available (e: Waze)
Require
d
Y When submitting a request, the user
can see any similar request that has
already been made around the same
location. Other users may comment
on the request until the request is
marked closed.

1.21 Ability to upload documents
Require
d
Y Our system allows for the creation of
notes related to the record. An
unlimited amount of notes can be
created with information such as date
created, date modified, and the user
that created the note. Notes can
contain multiple lines of free text and
can be used to attach documents for
any record. For attachments, the
allowed file types and the maximum
file size are configurable in the
system. Customers can attach
documents, images or videos so that
all relevant information is captured.

1.22 Data captured – Seasonal trends,
categories, response times, districts,
etc.

Require
d
Y The system can capture the types of
intake data aforementioned, as well
as other information such as priority,
origin of request and specific data to
request types. Reports can be
generated from the gathered data to
see seasonal trends.

1.23 Easily add data to provide to public
upon request
Require
d
Y In the Unified Service Desk, users can
view and send Knowledge Base
articles during a service request
intervention. The solution allows to
view and send KBA’s at any time.

1.24 311/similar software solution
Require
d
Y

1.25 Phone calls – plug into system for
tracking
Require
d
Y The CRM system integrates to the
telephony system and facilitates the
54 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB call handling. Incoming calls are
identified and the phone system data
(such as phone number and name)
can be instantly imported to OneView
to look up existing customers or
create new ones. Outbound calls can
be performed using link to call
features allowing easier outbound call
handling.

2. INTERNAL REQUIREMENTS

2.1 Easy Management
Require
d
Y The proposed system is easy and
intuitive to manage. There is no
functional need for debugging or
performance tuning - unless these are
around business process.

2.2 Continued education on how to use
the CRM (process/adoption)
Require
d
Y Rock Solid offers extensive training
during implementation for city
workers with a system that has a
user-friendly approach. The OneLink
native mobile application is easy to
use and install for citizen facing
experience. The console offers easy
learning for rapid adoption. With the
ability to easily integrate into other
enterprise systems within the city,
city works can continue to work
within the platform they regularly
work within, eliminating the need for
additional training or adoption of
new system. Rock Solid offers
extensive knowledge base articles to
help with any on-going questions for
city works as well as a customer
success manager who is always
available for support.

2.3 Automating as many processes as
possible
Require
d
Y Workflows can be configured to
perform validation, routing,
escalation and status updates with
defined business rules.

2.4 Establish appropriate response time
(internal process)
Require
d
Y Typical query response is subsecond but this is not subject to an SLA. Response time for a request
may be customized by Roseville.
55 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB

2.4.1 Systematically identify and escalate
an open ticket based on SLA rules
Require
d
Y OneView monitors tickets against
defined service levels, and identifies
and escalated tickets that are
approaching a service level threshold,
based upon business rules.

2.5 Escalation if requests are not being
fulfilled
Require
d
Y The system allows for notifications to
be sent automatically to specific users
when a request does not meet its
Service Level Agreements or
Response times.

2.6 Accountability if CRM isn’t being
used Optional
N Non-usage of the CRM would be
reflected in specific data sets, such as
requests being filled, but the request
history not being logged in the CRM.

This would be reflected in specific
reports that could be customized to
capture usernames and their history.

2.7 Script/response library to use for
responses
Require
d
Y Workflow Dialogs or Scripting
functionality allows processes/scripts
to be customized to guide users
through a customer interaction such
as calls and other processes. The
system allows guiding agents through
predefined scripts. Branching logic is
part of the Workflow Dialog or
Scripting definition, which enables
contact center agents to consider
alternative actions depending on the
flow of the interaction. During
implementation, alternative actions
will be identified and Workflow
Dialogs will be configured
accordingly.

2.7.1 Script for call taker to guide
through collecting information
required to submit various ticket
types Optional
Y When the call intake process starts,
the call taker sees the call pop-up in
the CRM view. The call taker
identifies the request type using
search functionality. Once selected
this provides a request type script
and any corresponding Knowledge
Base Articles. The call taker will
gather information from the caller
such as name, location, email, details
56 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB of request, etc. Address will be prepopulated through the geocoder lookup. This workflow allows the user
to select the request type, priority,
and edit any assignments, or start the
automated workflow. During this
process the customer service
representative is able to answer any
questions, send emails with
corresponding information, or start a
request. All calls are tracked and
time-stamped.

2.8 Work on language for public
(laymen terms)
Require
d
Y Knowledge base articles can be
searched with natural language.

2.9 Use data to help identify
inefficiencies
Require
d
Y Power BI - An annual Power BI
professional license will be provided
to design and publish
analytical reports and control
dashboards. These reports can be
published to a web page as a link.

They can also be shared with other
Power BI users. The Power BI tool
regular license is free with a valid
account of Microsoft 365.

2.10 Clearing house – 1 to 2 staff
members monitoring requests
Require
d
Y

2.11 Internal comments/notes for staff
use only
Require
d
Y The back office console allows the
option for staff to enter staff only
notes, visible dependent on account
type and other visibility rules. This will
allow staff to enter notes not
intended to viewed by the general
public.

2.12 Merge redundant requests into one
services request, ability to maintain
caller history for each request Optional
Y Users of the CRM system can
manually link or merge duplicate or
related cases so that they can be
managed collectively. Workflows can
be defined to link or merge cases.

3. SYSTEM ADMINISTRATION/INTEGRATION

3.1 Ability to integrate with third party
systems using a published
Application Programming Interface
(API)
Require
d
Y
This is standard OneView
functionality.
57 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB

3.1.1 The City will require access to the
data for integration with other 3rd
party systems. (Ex. Direct database
access, standardized xml, csv,
Excel, Rest or SOAP API end
points)
Require
d
Y Rock Solid can integrate with any
third party software system that has
publicly exposed REST or SOAP based
web services. Out-of-the-box, we
support over 45 vendors, which
covers 90%+ of the market now. We
have already integrated with most
major enterprise workflow systems,
as well as several homegrown
systems. Please contact us at
[email protected] for information
about a specific vendor integration.

3.2 Provide an audit trail and history of
any changes to data
Require
d
Y At the infrastructure level, all access
to Azure IaaS resources is restricted
using Azure Identity and Access
Management (AIM) and is configured
on the principle of least privilege. All
access is logged and monitored using
Azure standard tools for this, which
allows us to see who accessed the
systems when and what changes they
made.

At the application level, you configure
your application users, and our
application logs sessions so we have
an audit trail on system access.

3.3 Ability for the system to accept
scheduled imports and ad hoc
imports as needed
Require
d
Y OneView for D365 has robust
integration and data portability.

3.4 Ability to interface with Esri's
ARCGIS Enterprise platform
(ArcGIS Portal, ArcGIS Server, or
ArcGIS Online) at version 10.8.1
Require
d
Y This is a core functionality - we will
leverage the city's custom geocoder
to determine location and use all
preferred map services.

3.5 Automate data integrations
Require
d
Y OneView provides several ways to
integrate with other systems such as:
• OPEN 311 API – This API uses the
OPEN 311 standard to provide the
ability to query requests and create
or update existent requests.
• OneView API – This API extends the
OPEN 311 standard to include
additional fields and system entities
58 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB with the pertinent software business
rules.
• Dynamics CRM Web API - Since
OneView is developed on top of the
Dynamics CRM platform, there are a
variety of API’s available thru
standard technologies and
frameworks such as XML, HTML,
JSON, OData, REST, JavaScript and
.NET SDK to perform integrations.

This integration points allow
performing all system transactions
without the need to use of the Web
UI.

4. USER ACCESS

4.1 Security settings, including View,
Add, Edit, Delete, and Print
Require
d
Y OneLink provides role based controls.

We have multiple different roles for
each user that accesses the system.

Roles such as global admin, system
admin, user admin, power user, user,
and viewer are all included with
OneLink. All application functionality
is subject to role based access
control.

4.2 Ability to show or hide based on
security settings
Require
d
Y Administrators can manage users and
grant role based security. Roles
define the capabilities or access
restrictions a user can have. A user
can be in multiple roles.

4.2.1 Ability to establish user groups and
edit existing ones
Y Reports can be configured to be sent
and shared to specific groups and
users within the organization.

4.3 Ability for administrative access for
multiple users
Require
d
Y RockSolid suggests having at least one
administrator and one backup
administrator. More can be
authorized as necessary.

4.3.1 “Super-user” access to administer
business rules, create/edit
workflows and decision trees
Require
d
Y This is standard OneView
functionality.

4.4 Ability to view user login history
Optional Y OneView provides reports on
active users, inactive users,
59 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB audit login and log out,
accessibility,and service performance.

Reports can also be created on users,
teams, and user roles.

4.5 Ability to use a mass password
reset to change the default
password for one or more users
Optional
N Administrators may enforce a
password reset, but not en masse.

Customers may reset their password
ofr their user account independently.

5. SOLUTION SPECIFICATIONS

5.1 ActiveDirectory (ADFS)
integration / Single Sign-on
(SSO) and MFA (multi-factor
authentication – PingFed)
Require
d
Y Our solution provides authentication
for the applications with single signon and the ability to authenticate on other networks. The system supports
OAUTH and SAML protocols. Features
like multi-factor authentication rely
on the Identity Provider's support of
these features.

5.2 Support for use on mobile devices
(iOS and/or Android)
Optional
Y The latest versions of IOS and Android
are supported.

5.3 Licensing options for 1. Unlimited
users (Enterprise) and 2.

Incremental pricing based on
number of users
Require
d
Y

5.4 Support for multiple concurrent
users
Require
d
Y This is standard OneView
functionality.

5.5 Vendor provided system
documentation and training
Require
d
Y Training will be available for the City
staff to be able to maintain and
manage the application.

The training costs are included as part
of the implementation and ongoing
post-release training is included at no
additional cost with the SaaS hosting
model.

5.6 Vendor provided system
maintenance and support
Require
d
Y Both support and maintenance are
included in the base SaaS fee. Product
updates, patches and enhancements
are included in the software as part of
the SaaS model.

5.7 Conversion of existing data
Require
d
Y Rock Solid and Microsoft Dynamics
(D365) have several tools to assist
with data migration:
60 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB • Data migration framework allows
using standard data entities to reduce
data mappings for common record
types
• Allows easy creation of nonstandard data entities, when needed • Allows importing data from a
mixture of data sources...common
examples are Excel, SQL, CSV
• Enforces data validation rules and
data consistency before importing

5.8 Files stored in an open nonproprietary format, allowing the files to be saved and backed up to
other media as needed
Require
d
Y SQL Server Reporting Services (SSRS)
technology allows the City to export
data to different file formats used by
common office applications such as
Acrobat (.pdf), Excel (.xls), Word
(.doc), Image (example: TIFF).

5.9 All historical data is stored and
retrievable for the length of the
contract
Require
d
Y Data can be extracted at any time
prior to termination and without the
need to involve Rock Solid.

5.10 Browser-based interface with no
required add-ins (MS Silverlight,
etc.)
Require
d
Y OneView CRM for Dynamics 365 web
application can run in any of the
following web browsers: Google
Chrome, Apple Safari, Mozilla Firefox,
Internet Explorer and Microsoft
Edge.

5.11 Ability to enable an auto-save
feature
Require
d
Y Auto save feature is configurrable in
the system. The status of the record
indicates submission and workflow
rules.

5.12 Solution includes a separate Test
environment for testing updates and
conducting development work
Require
d
Y We will deliver and support a
staging/production environment and
a test environment, including the
necessary licensing as part of the
project scope.

5.13 Ability to request a production to
test copy at least once per calendar
year to refresh the data in the test
environment Optional
C RST provides access to a staging
tenant where Roseville can get
access to new release to perform
some testing of their choice prior to
deployment to production. But in
general it is a SaaS model, where RST
owns the test and release process
and the client uses the app, as
61 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB opposed to an outsourced
development model, where the client
would own the test and release
process.

6. REPORTING

6.1 Search screen with multiple criteria
such as user name, user id, task
name, due date, task due date,
assigned to, status, task status,
manager name, etc.

Require
d
Y OneView has robust search
capabilities. "Global Search" allows
searching through all system
database entities and records from a
single-search feature. Searches can
be performed on any citizen request
field and data type. Searchable fields
are configured within OneView.

System views and personal views
define which available columns and
filters are needed on predefined,
named searches. Views can be saved
and shared with other users. The
results from the execution of specific
views of data can be exported to
Excel. From within Excel, the
information presented can easily be
refreshed from the OneView
database so that the data presented
within Excel is current.

6.2 Tasks by User or Department
Require
d
Y Requests and tasks are assigned to
users or groups of users via
workflows. Any assignments can
result in a notification to the assigned
user. Tasks and requests will be
visible to the pertinent users in their
dashboards. All tasks and requests
are prioritized in order to manage
tasks efficiently and according to
schedule. All records including tasks
and requests are linked to the
corresponding account, contact or
opportunity.

6.3 User Reporting including user
status, user name, and user
memberships (organization units,
departments, groups)
Require
d
Y Reports can be configured to be sent
and shared to specific groups and
users within the organization.
62 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB

6.4 Number of users per Task
Require
d
Y Requests and tasks are assigned
to users or groups of users via
workflows.

6.5 Statistics on the number of
requests/inquiries/documents sent,
in progress, completed, or
incomplete.

Require
d
Y RST can report on any request field
such as source
of inquiry, request category, request t
ype, etc.

6.6 Ability to report on Tasks by
stage/step (review, manager review,
etc.) and status (in progress, past
due, etc.) within the workflow with
the ability to filter by
Department/Division
Require
d
Y Reports include the
Service Status Summary, which shows
graphical statistics related to requests
by status and resolution performance
and the Summary of activities
and tasks.

6.7 Ability to report on goal status by
user, department, or citywide
Require
d
Y SLA Performance Report –
Departmental performance based on
expected SLA’s.

6.8 Ability to export report data as a
PDF, .csv, or .xlsx file (Excel)
Require
d
Y OneLink gives users the ability to
export PDF service request metric
reports and XLSX, delimitated text,
GEO RSS, KML, SHP, and XML reports
regarding requests in all stages

6.9 Dashboard capabilities for
managers to see graphical
representations of reports Optional
Y • Power BI Dashboards –
Several Dashboards for visualization
and analysis of request information
by geography, department, periods
and service types.

6.10 Date range parameter and point-intime reporting on all data Optional Y The Dynamics CRM tool contains a
report wizard that allows the County
to create reports in different steps
without the need for advanced
programming. The report wizard
provides the ability to run reports on
a range of date.

6.11 Ability to create custom reports
Require
d
Y OneLink gives users the ability to pull
custom reports based on Service
Request Type, Status, Boundary
(location), Date, Duplicates,
Escalated, privacy status, and deleted

6.12 Ability to run reports using
standard, predefined report
templates
Require
d
Y The Metrics tab in the OneLink Web
Console offers access to useful data
regarding App Downloads and Service
63 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Requests. Our filter options provide
the ability to specify what
measurements you want to see, so
that you can retrieve detailed and
informative reports.

6.13 Ability to schedule reports for a
daily/weekly/monthly/yearly
frequency Optional
Y The solution allows for schedule
snapshots of reports and
subscriptions of pre-defined reports.

6.14 Ability to deliver scheduled reports
to an individual’s Outlook Email Optional
C This process would involve a
workflow to email a reminder to run
the report or to deliver the scheduled
report after it has run.

6.15 Provides a user friendly reporting
tool that does not require users to
understand the database design or
have prior SQL experience
Require
d
Y Reports can use native SQL and/or
web services to query data. Users do
not need prior SQL experience to run
reports.

6.16 Ability to limit access to reporting
by security level/role
Require
d
Y The system allows for reports to be
assigned to individuals, limiting the
access to other users. Security can be
defined at field level for certain
elements (Field Level Security).

6.17 Ability to run a report by
Department/Division to see all
outstanding tasks including
workflow step and status
Require
d
Y Request Summary – Provides a
graphical view of requests
by department, by type and period.

6.18 Ability to report on feedback
provided by a supervisor for
different end-users and
compare/review in a matrix format Optional
Y

6.19 Ability to report on the Review
Date and Review End Date by
Task, Department, or User.

Require
d
Y Oneview can report on all of these
and more.

6.20 Ability to standardize on Microsoft
SQL Server Reporting Services and
Microsoft BI Optional
Y OneView is built in Microsoft
Dynamics. There is robust
functionality for reporting and
PowerBI.

7. WORKFLOW/FORMS

7.1 Ability to define and save
workflow processes
Require
d
Y Each district office will be able to
define their own custom workflows
for any request type. OneView CRM
for Dynamics 365 will also give each
district office (or even each user) the
ability to create custom dashboards,
custom-reports, or access pre64
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB configured reports that are
requested during the
implementation process.

7.2 Create and modify workflows
using a graphical user interface,
preferably without requiring thirdparty software
Require
d
Y The solution provides a graphical
interface to create and modify
workflows. It also provides system
views regarding jobs, such as
workflows. These views allow the
user to identify executed, running or
pending workflows and related
records.

7.3 Ability to customize workflows by
department
Require
d
Y Custom Workflows – These are
encapsulated workflows that can
perform specific hardcoded logic
that can be called from regular
designer editable workflows. This is
normal in complex create, update,
delete or assign logic.

7.4 Email reminders to staff when
action is required
Require
d
Y Reminders are inside the console
and sent via email.

7.5 Email reminders to staff when an
action is overdue
Require
d
Y Reminders may be created via
escalation rules based on rule
conditions and the number of days a
request is open. You may assign the
escalation (reminder) to the
assigned user on the request.

7.6 Workflows can be triggered by a
file being added to the system or
by submission of a form
Require
d
Y A workflow can be customized to do
this.

7.7 Ability to automate document
movement with rules-based
routing
Require
d
Y OneView can leverage Microsoft
Power Automate to facilitate
document movement.

7.8 Electronic signatures for document
approvals
Require
d
N This would require a third party such
as Docusign.

7.9 Ability for upload of documents in
a browser based interface
Require
d
Y Users will use a file browser to
upload files.

7.10 Ability to download/print/save
copies of documents
Require
d
Y The solution allows to print and
export data from the system in
different formats such as PDF and
normal print.
65 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB

7.11 Ability to search for a document
using key words
Require
d
Y OneView offers "search suggestions"
as well as "recent history lists" in
searches including in global
searches, knowledge base searches
and lookup fields in all modules. All
system records have the ability to
attach/link documents in addition to
relating them to any other record.

7.12 Ability for Managers to manage a
checklist of tasks
Optional
Y Requests and tasks are assigned to
users or groups of users via
workflows. Any assignments can
result in a notification to the
assigned user. Tasks and requests
will be visible to the pertinent users
in their dashboards. All tasks and
requests are prioritized in order to
manage tasks efficiently and
according to schedule. All records
including tasks and requests are
linked to the corresponding account,
contact or opportunity.
66 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB

Page 35 of 36 ends

Attachment E

NONCOLLUSION DECLARATION TO BE EXECUTED BY

BIDDER AND SUBMITTED WITH BID
The undersigned declares:

I am the _________________ of ______________________, the party making the foregoing bid.

The bid is not made in the interest of, or on behalf of, any undisclosed person, partnership, company, association, organization, or corporation. The bid is genuine and not collusive or sham. The bidder has not directly or indirectly induced or solicited any other bidder to put in a false or sham bid. The bidder has not directly or indirectly colluded, conspired, connived, or agreed with any bidder or anyone else to put in a sham bid, or to refrain from bidding. The bidder has not in any manner, directly or indirectly, sought by agreement, communication, or conference with anyone to fix the bid price of the bidder or any other bidder, or to fix any overhead, profit, or cost element of the bid price, or of that of any other bidder. All statements contained in the bid are true. The bidder has not, directly or indirectly, submitted his or her bid price or any breakdown thereof, or the contents thereof, or divulged information or data relative thereto, to any corporation, partnership, company, association, organization, bid depository, or to any member or agent thereof, to effectuate a collusive or sham bid, and has not paid, and will not pay, any person or entity for such purpose.

Any person executing this declaration on behalf of a bidder that is a corporation, partnership, joint venture, limited liability company, limited liability partnership, or any other entity, hereby represents that he or she has full power to execute, and does execute, this declaration on behalf of the bidder.

I declare under penalty of perjury under the laws of the State of California that the foregoing is true and correct and that this declaration is executed on _______________________ [date], at _____________________ [city], ________________ [state].
____________________________________
(Signature of Declarant)
CEO Rock Solid Technology
67 Arizona March, 4th 2022 Phoenix
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Tab H - Exceptions to Standard
Agreement
• Section 3 -
o We will need to add "and shall not be reasonably withheld." • Section 5 -
o We will need to add “Terms are paid annually, and no refund will be given for monies already paid. In addition, City must demonstrate must make a good faith effort to secure funding.”
• Section 8 – “Any work product created for City pursuant to this Agreement is deemed owned by City.”
o Exception: RST will maintain all ownership and IP of all product and services provided under this Agreement.
• Section 9 -
o RST is not billing hourly, believes it does not apply to our project, and requests this section be removed.
• Rock Solid requests a limit liability section be added to the agreement. • Section 18, 19, 20, and 21 –
o As allowed under the law, we request this section be mutual 68 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB TAB I: Competency of Proposers
The City wants to ensure that the successful Consultants has the necessary facilities, ability, experience, and financial resources to provide the services specified herein in a satisfactory and timely manner.

Please list and explain any pending bankruptcies, liens, stop payment notices, judgments, lawsuits, arbitrations, mediations, foreclosures, and any similar actions filed or resolved in the past seven (7) years. Please indicate whether a client has ever terminated a contract with your firm for breach, and if so, please explain.

Rock Solid has not had any pending bankruptcies, liens, stop payment notices, judgments, lawsuits, arbitrations, mediations, foreclosures, or any similar actions filed or resolved in the past seven (7) years.

No clients have terminated a contract with Rock Solid for a breach or failure to deliver services. 69 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Rock Solid Sample Agreement

MASTER CUSTOMER AGREEMENT
This Master Customer Agreement (this “Agreement”) is made and entered into between Rock Solid Technologies, Inc. (“Company”) and ______________ (“Customer”) and is effective as of ______________ (“Effective Date”).

Each of Company and Customer is a “Party” and together, the “Parties.”

BY ACCEPTING THIS AGREEMENT, EITHER BY CLICKING A BOX INDICATING YOUR ACCEPTANCE, EXECUTING AN

ORDER FORM OR OTHER DOCUMENT THAT REFERENCES THIS AGREEMENT, USING (OR MAKING ANY PAYMENT

FOR) ANY PRODUCTS (DEFINED BELOW), ENGAGING COMPANY TO PROVIDE PROFESSIONAL SERVICES, OR OTHERWISE AFFIRMATIVELY INDICATING YOUR ACCEPTANCE OF THIS AGREEMENT, YOU: (A) AGREE TO THIS AGREEMENT ON BEHALF OF THE ORGANIZATION, COMPANY, OR OTHER LEGAL ENTITY FOR WHICH YOU ACT; AND (B) REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND CUSTOMER AND ITS AFFILIATES TO THIS AGREEMENT. IF

YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT AGREE WITH THIS AGREEMENT, YOU MUST NOT ACCEPT THIS AGREEMENT AND MAY NOT USE ANY PRODUCT OR RECEIVE ANY PROFESSIONAL SERVICES.

DEFINITIONS
“Addendum” means a reference in an Order Form to
one or more additional documents that contain
terms relevant to a particular Product or
Professional Services.
“Affiliate” means any entity which is directly or
indirectly controlling, controlled by, or under
common control with a party to this Agreement.
“APIs” means the application programming interface
provided by Company.
“Authorized Users” means employees, contractors,
and agents of Customer who are registered by
Customer to use the Products
“Customer Data” means any data or information
that Customer or any of its Authorized Users uploads
or inputs into a Product or otherwise makes
available to Company in connection with Customer’s
use of a Product or receipt of Professional Services
“Deliverables” means any work product or other
materials created by Company in connection with its
performance of Professional Services
“Documentation” means Company-provided user
manuals, help files, specification sheets, or other
documentation, in whatever form, relating to a
Product.
“Hosted Services” means the provision of Software
as a service as asset forth on an Order From which is
hosted by Company or its hosting providers and
which is access by Customer via the internet.
“Order Form” means a written order executed by
the parties which defines the respective order
parameters and information, such as, modules
purchased, term and associated fees.
“Product” means the APIs, Software, Hosted
Services, and Deliverables.

Professional Services” means implementation,
installation, configuration, customization, or other
professional services expressly identified on an
Order Form (which may be in the form of a SOW).
“Software” means a Company provided license to
downloadable software including any mobile
applications and downloadable add-ins to other
Products).
“SOW” (Statement of Work) means a written order
executed by the parties which identifies the
Professional Services ordered by Customer, including
the description, and associated fees.
“Third Party Products” means third-party software
or other products (e.g., cloud hosting instances or
data analysis tools) that Company provides to
Customer or that is otherwise identified in the
Documentation as being required to use properly
such Product

PRODUCT RIGHTS AND RESTRICTIONS
Products and Services; Order Forms. This Agreement
sets forth the terms and conditions on which
Company may make available to Customer the APIs,
Software, Hosted Services, or Deliverables or
provides the Professional Services, each as expressly
identified in an Order Form.

Licenses
Hosted Services. If an Order Form indicates that
Customer will receive access to Hosted Services,
70 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB then Customer may access and use such Hosted
Services solely (i) for the Term set forth in such
Order Form, and (ii) in accordance with all applicable
Documentation and the restrictions set forth in this
Agreement.

API. If an Order Form indicates that Customer will
receive access to an API, or if Company provides
credentials to Customer that enable Customer to
access an API with another Product, then Company
hereby grants Customer a non-exclusive, nontransferable and non-sub licensable right and license under Company’s rights in that API to access and use
such API solely (i) for the Term set forth in such
Order Form and (ii) in accordance with all applicable
Documentation and the restrictions set forth in this
Agreement. Without limiting the foregoing,
Customer will comply with any volume or other
usage-based restrictions described in an Order Form,
Addendum, or Documentation.

Software. If an Order Form indicates that Customer
will receive a license to Software, then Company
hereby grants to Customer a non-exclusive, nontransferable, non-sub licensable right and license under Company’s rights in such Software to install
and operate such Software in accordance with all
applicable Documentation and the restrictions set
forth in this Agreement (including the applicable
Order Form). Such license will continue for the Term
set forth in the applicable Order Form. Any
Company-provided mobile applications acquired by
Customer in connection with another Product
licensed under this Agreement is deemed Software
licensed to Customer pursuant to this Section.

Geographical Files. If an Order Form indicates that
Customer will receive a license to Company’s mobile
app, promptly following the Effective Date,
Customer shall provide to Company the geographic
boundary file for the applicable covered area in the
form of an ESRI shape files. Additionally, any
geographic data including, but not limited to,
municipal district boundaries, school board
boundaries, shall be provided by the Customer at
the Company’s request if such data exists.

Additional Features. Customer acknowledges that
not all of the features or functionality of a Product
may be available at Customer’s subscription level
irrespective of whether such feature or functionality
is described in the Documentation, and that access
to such features or functionality may require
payment of additional fees or the purchase of
additional licenses.

Evaluation Products. If an Order Form indicates that
Customer will receive a Product for evaluation or
proof-of-concept purposes, then Customer may use
the Product only for the purpose of evaluating the
functions and performance of the Product, solely for
the designated time period for the evaluation or
trial, and subject to any additional usage restrictions specified on the applicable Order Form. Customer
acknowledges that evaluation or proof-of-concept
versions of the Products may be automatically
disabled upon expiration of the designated trial
period (at the end of which Customer’s right to use
the Product under the applicable Order Form also
expires), and that any data stored in such Products
may become unavailable at that time.

Authorized Users. Company will ensure that its
Authorized Users comply with all of Customer’s
obligations under this Agreement. Customer is
strictly responsible for all acts and omissions of
Authorized Users as though they were those of
Customer. Customer will prevent any unauthorized
use of, or access to, the Products and
Documentation and will immediately notify
Company in writing of any unauthorized use or
access of which Customer becomes aware. Customer
will immediately terminate any unauthorized use by
persons having access to a Product or
Documentation through Customer.

Use Restrictions. Except as otherwise explicitly
provided in this Agreement or as may be expressly
permitted by applicable law, Customer will not, and
will not permit or authorize third parties to: o rent,
lease, or otherwise permit third parties (or other
persons not authorized by this Agreement) to use a
Product or the Documentation; o use a Product to
provide services to third parties (e.g., as a service
bureau); o use a Product for any benchmarking
activity or in connection with the development of a
competitive product; o circumvent or disable any
security or other technological features or measures
of a Product or use the product in a manner that
Company reasonably believes poses a threat to the
security of Company-controlled computer systems; o
modify, translate, reverse engineer, decompile,
disassemble, or otherwise derive the source code or
the underlying ideas, algorithms, structure, or
organization from a Product (except to the extent
that applicable law prevents the prohibition of such
activities); o use or access any Product in a manner
that materially impacts or burdens Company or
Company’s servers and other computer systems, or
that interferes with Company’s ability to make
71 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB available any Product to any third party; or o use a
Product in violation of Company’s then-current
published acceptable use policy applicable to that
Product.

Documentation. To the extent that a Product is
accompanied by any Documentation, Company
hereby grants to Customer a non-exclusive, nontransferable, non-sub licensable right and license under Company’s rights in the Documentation to use
such Documentation solely to enable Customer to
exercise its rights under the applicable license to or
grant of access and usage rights for such Product.

Third-Party Products. To the extent that a Product
includes or is accompanied Third-Party Products, the
Third-Party Products and their use by Customer are
subject to all license and other terms that
accompany such Third-Party Products. Without
limiting the foregoing, if Company enables Customer
to access a hosted environment offered by a thirdparty cloud or platform service provider, then Customer must agree to the applicable service
provider’s terms and conditions prior to accessing
such hosted environment, and Customer will comply
at all times with such terms and conditions.

Ownership; Data. As between Company and
Customer, Customer retains all right, title, and
interest, including all intellectual property rights, in and to Customer Data. Customer hereby grants
Company a non-exclusive, worldwide, royalty-free,
license to use, process, transmit, store, and disclose
the Customer Data (including personal data):
(a) during the Term, for the purpose of exercising
Company’s rights and performing its obligations
under this Agreement and (b) in perpetuity, in a
form that does not identify Customer as the source
thereof, for developing and improving Company’s
and its Affiliates’ products and services, industry
analysis, benchmarking, analytics, marketing, and
other business purposes. As between the Parties,
Company owns all right, title, and interest, including
all intellectual property rights, in and to the
Products, Documentation, Deliverables, and any
improvements to any Company products or services
made as a result of Company’s use, processing, or
generation of Customer Data. During the Term,
Customer may request that Company make available
to Customer a copy of Customer Data stored in
certain Products, and Company may agree to do so
for an additional fee.

Customer Data. Customer is responsible for all
Customer Data that Customer or its Authorized
Users provide in connection with the Products and
Professional Services. Customer is solely responsible
for complying with: (a) all privacy and data
protection laws and regulations applicable to the
Customer Data and (b) Customer’s and its
Authorized Users’ use of the Products and
Professional Services.

Feedback. If Customer provides any feedback to
Company concerning the functionality and
performance of a Product, any Documentation, or
the Professional Services (including identifying
potential errors and improvements), Customer
hereby assigns to Company all right, title, and
interest in and to the feedback, and Company is free
to use the feedback without payment or restriction.

Audit. Customer will create and maintain complete
and accurate records containing all information
necessary to enable Company to verify Customer’s
compliance with this Agreement. During the Term
and for a period of one year thereafter, Company
will have the right, at its own expense, upon at least
5 calendar days’ prior notice, to periodically inspect
and audit Customer’s use of the Product for purpose
of determining Customer’s compliance with the
terms and conditions of this Agreement. Customer
will cooperate with Company in the performance of
any such audit, and will provide to Company or a
third party designated by Company such access to
Customer’s relevant records, data, information,
personnel, computer systems and / or facilities as
Company may reasonably request for such limited
purposes. Company will bear the costs of any such
audit unless such audit determines that Customer
has violated the terms and conditions of this
Agreement, in which case (a) Customer will
reimburse Company for all expenses incurred in
connection with the audit, (b) Customer will pay
Company all fees that are applicable to Customer’s
unauthorized use (e.g., additional seat licenses to
cover use in excess of Customer’s previously
purchased seat licenses), and (c) Company may
immediately terminate this Agreement for cause, in
addition to any and all remedies available to
Company in law or equity. Additionally, to the
extent possible, Company may, at its expense,
automatically audit Customer’s use of the Product,
provided that any such audit shall not interfere with
Customer’s business activities.

PROFESSIONAL SERVICES
Provision of Professional Services. Subject to the
terms of this Agreement, Company will use
72 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB commercially reasonable efforts to provide
Professional Services. Company shall perform the
Professional Services in a professional manner in
accordance with industry standards.

Deliverables. Company retains all right, title, and
interest, including all intellectual property rights, in and to any Deliverables. If Company provides any
Deliverables to Customer pursuant to the applicable
Order Form, Company hereby grants to Customer a
non-exclusive, royalty-free, fully paid up, worldwide
license under Company’s rights in the Deliverables to
use and exploit such Deliverables in connection with
the Products and Professional Services during the
Term.

Modifications. Either party may propose a change
order to add to, reduce or change the work order in
the SOW. Each change order shall specify the
change(s) to the Professional Services or
Deliverables, and the effect on the time of
performance and on the fees owed, due to the
change. Once executed by both parties, a change
order shall become a part of the SOW.

Personnel
Suitability. Company will assign employees and
subcontractors with qualifications suitable for the
work described in the relevant Order Form.

Company may replace or change employees and
subcontractors in its sole discretion with other
suitably qualified employees or subcontractors.

Customer Responsibilities. Customer will make
available in a timely manner at no charge to
Company all technical data, computer facilities,
programs, files, documentation, test data, sample
output, or other information and resources of
Customer required by Company for the performance
of the Professional Services. Customer is responsible
for, and assumes the risk of, any problems resulting
from, the content, accuracy, completeness, and
consistency of all such data, materials, and
information. Customer will provide, at no charge to
Company, office space, services, and equipment as
Company reasonably requires to perform the
Professional Services.

Non-solicitation. The employees and consultants of
Company who perform the Professional Services are
a valuable asset to Company and are difficult to
replace. Accordingly, Customer agrees that, during
the Term of the Agreement, and for a period of one
year after completion of the Professional Services
under an Order Form, it shall not solicit for
employment or engagement (whether as an
employee, independent contractor or consultant)
any Company employee or consultant who
performed any of the Professional Services under
that Order Form. Customer is not restricted from
hiring any personnel that respond to public job
advertisements or similar general solicitations.

FEES AND PAYMENT
Fees and Payment Terms. Customer will pay
Company the fees and any other amounts owing
under this Agreement as specified in the applicable
Order Form and/or SOW. Unless otherwise specified
in such Order Form or SOW, Customer will pay all
undisputed amounts due within 30 days of the date
of the applicable invoice. Any amount not paid
within fifteen (15) days of the due date will be
subject to finance charges equal to 1.5% of the
unpaid balance per month or the highest rate
permitted by applicable usury law, whichever is less.

Additionally, in the event any amount is more than
thirty (30) days overdue, Company may suspend its
performance until it receives all amounts due.

Customer will reimburse any costs or expenses
(including, but not limited to, reasonable attorneys’
fees) incurred by Company to collect any amount
that is not paid when due. Amounts due from
Customer under this Agreement may not be
withheld or offset by Customer against amounts due
to Customer for any reason. Customer may withhold
payment of any fees that are the subject of a good
faith dispute of which Customer has provided
Company written notice within five (5) business days
of invoice receipt; provided that all fees which are
not disputed shall be timely paid, and the disputed
fees shall be paid within ten (10) days of resolution
of the dispute
Taxes. Other than net income taxes imposed on
Company, Customer will bear all taxes, duties, and
other governmental charges (collectively, “Taxes”)
resulting from this Agreement. Customer will pay
any additional Taxes as are necessary to ensure that
the net amounts received by Company after all such
Taxes are paid are equal to the amounts to which
Company would have been entitled in accordance
with this Agreement if such additional Taxes did not
exist.

TERM AND TERMINATION
Term. The term of this Agreement will begin on the
Effective Date and continue until expiration or
termination of all Order Form’s and/or SOW’s (the
73 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB “Term”). Each Order Form and SOW will have its
own term as stated in such document.

Termination for Lack of Funding. To the extent that
funding for a particular Order Form or SOW is
derived from public funding and Customer has made
a good faith effort to procure such funding,
Customer shall have the ability at the end of any
committed period to terminate the Order Form or
SOW in the event that such funding is not received.

Termination for Material Breach. Either Party may
terminate this Agreement or one or more Order
Forms if the other Party does not cure its material
breach of this Agreement or the applicable Order
Form(s) within 30 days of receiving written notice of
the material breach from the non-breaching Party.

Termination for Bankruptcy or Insolvency. Either
Party may terminate this Agreement or one or more
Order Forms if the other Party ceases to do business
in the ordinary course or is insolvent (i.e., unable to pay its debts in the ordinary course as they come
due), or is declared bankrupt, or is the subject of any liquidation or insolvency proceeding which is not
dismissed within one hundred twenty (120) days, or
makes any assignment for the benefit of creditors.

Post-Termination Obligations. Upon expiration or
termination of this Agreement: (i) in the event of
termination due solely to a breach by Company,
then Company shall refund any prepaid fees for
Products or Professional Services that would have
been rendered after the date of termination; (ii) in
the event of termination due solely to a breach by
Customer, then Customer shall pay all fees through
the date of termination, plus all fees through the
remainder of the term of the applicable Order Form
and/or SOW; (iii) all rights to use the Products
immediately cease and provision of Professional
Services immediately ends; (iv) within thirty (30)
days, each party will return or destroy at the
disclosing party’s request the other party’s
Confidential Information.

Survival. Notwithstanding anything to the contrary
herein, Sections 2 and 6-11 as well as any other
provisions which by their terms or sense are
intended to survive, will survive termination or
expiration of this Agreement.

CONFIDENTIALITY
Definition. As used herein, “Confidential
Information” means all confidential information
disclosed by or otherwise obtained from a Party
(“Disclosing Party”) to or by the other Party
(“Receiving Party”), whether orally, visually, or in
writing, that is designated as confidential or that
reasonably should be understood to be confidential
given the nature of the information and the
circumstances of disclosure. “Confidential
Information” of a Disclosing Party includes such
Disclosing Party’s business and marketing plans,
technology and technical information, product plans
and designs, and business processes. Without
limiting the foregoing, Company’s “Confidential
Information” includes each Product, all
Documentation, all Company technical information,
and all information concerning Product-related
database structure information and schema.

However, “Confidential Information” does not
include any information that (a) is or becomes
generally known to the public without breach of any
obligation owed to the Disclosing Party, (b) was
known to the Receiving Party prior to its disclosure
by the Disclosing Party without breach of any
obligation owed to the Disclosing Party, (c) is
received from a third party without breach of any
obligation owed to the Disclosing Party, or (d) was
independently developed by the Receiving Party.

Protection of Confidential Information. Except as
otherwise permitted in writing by the Disclosing
Party, the Receiving Party will (a) use the same
degree of care that it uses to protect the
confidentiality of its own confidential information of
like kind (but in no event less than reasonable care)
not to disclose or use any Confidential Information
of the Disclosing Party for any purpose outside the
scope of this Agreement and (b) limit access to
Confidential Information of the Disclosing Party to
those of its employees, contractors and agents who
need such access for purposes consistent with this
Agreement and who have signed confidentiality
agreements with the Receiving Party containing
protections no less stringent than those herein.

Notwithstanding the foregoing, Company is
permitted to disclose Confidential Information of
Customer on a need to know basis to employees,
contractors, and agents of its Affiliates. The
Receiving Party may disclose Confidential
Information of the Disclosing Party if it is compelled
by law to do so, provided the Receiving Party gives
the Disclosing Party prior notice of such compelled
disclosure (to the extent legally permitted) and
reasonable assistance, at the Disclosing Party’s cost,
if the Disclosing Party wishes to contest the
disclosure. If the Receiving Party is compelled by law
to disclose the Disclosing Party’s Confidential
74 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Information as part of a civil proceeding to which the
Disclosing Party is a party, and the Disclosing Party is not contesting the disclosure, the Disclosing Party
will reimburse the Receiving Party for its reasonable
cost of compiling and providing secure access to
such Confidential Information.

WARRANTIES AND DISCLAIMER
Limited Company Warranties. Company hereby
warrants, for the benefit of Customer only, that each
Product will materially conform to the applicable
Documentation , provided that this warranty will not
apply to failures to conform to the applicable
Documentation to the extent such failures arise, in
whole or in part, from any modification of the
applicable Product by Customer or any third party or
any combination of the applicable Product with APIs,
software, hardware, or other technology not
provided by Company under the applicable Order
Form. If any defect or error covered by this warranty
occurs, Customer will provide Company with
sufficient detail to allow Company to reproduce the
defect or error. If notified in writing by Customer,
Company will, at its sole option, either (a) correct
such error or defect in the Product, at no cost to
Customer and within a reasonable time, by issuing
corrected instructions, a restriction, or a bypass or
(b) accept return of the Product and refund any
license or subscription fees previously paid by
Customer in connection with such Product from the
date of notification of the warranty claim, and
Customer’s right to use the Product will terminate.

The foregoing sentence sets forth Customer’s sole
and exclusive remedy for Company’s breach of this
warranty. Company is not responsible for any defect
or error caused by a Product that Customer has
modified, misused, or damaged.

Mutual Warranties. Each Party represents and
warrants to the other that: o this Agreement has
been duly executed and delivered and constitutes a
valid and binding agreement enforceable against
such Party in accordance with its terms and o it shall
comply with all applicable laws. .

Disclaimer. EXCEPT FOR THE EXPRESS

REPRESENTATIONS AND WARRANTIES STATED IN

THIS SECTION OR AN ORDER FORM OR ADDENDUM,

COMPANY MAKES NO ADDITIONAL

REPRESENTATION OR WARRANTY OF ANY KIND

WHETHER EXPRESS, IMPLIED (EITHER IN FACT OR BY

OPERATION OF LAW), OR STATUTORY, AS TO ANY
MATTER WHATSOEVER. COMPANY EXPRESSLY

DISCLAIMS ALL IMPLIED WARRANTIES OF

MERCHANTABILITY, FITNESS FOR A PARTICULAR
PURPOSE, QUALITY, ACCURACY, TITLE, AND NONINFRINGEMENT. COMPANY DOES NOT WARRANT

AGAINST INTERFERENCE WITH THE ENJOYMENT OF
THE PRODUCTS OR PROFESSIONAL SERVICES.

COMPANY DOES NOT WARRANT THAT THE

PRODUCTS, DOCUMENTATION, OR PROFESSIONAL

SERVICES ARE ERROR-FREE OR THAT OPERATION OF

THE PRODUCTS OR PROVISION OF THE

PROFESSIONAL SERVICES WILL BE SECURE OR
UNINTERRUPTED. COMPANY DOES NOT WARRANT

THAT ANY INFORMATION PROVIDED BY A PRODUCT

OR DOCUMENTATION, OR IN CONNECTION WITH

THE PROFESSIONAL SERVICES, IS ACCURATE OR

COMPLETE OR THAT ANY SUCH INFORMATION WILL
ALWAYS BE AVAILABLE. COMPANY EXERCISES NO

CONTROL OVER, AND EXPRESSLY DISCLAIMS ANY

LIABILITY ARISING OUT OF OR BASED UPON THE
RESULTS OF, CUSTOMER’S USE OF THE PRODUCTS

OR DOCUMENTATION OR RECEIPT OF THE
PROFESSIONAL SERVICES.

INDEMNIFICATION
Defense by Company. Company will, at its expense,
indemnify, defend and hold harmless Customer from
any third party claim, proceeding, or suit (“Claim”)
brought by a third party against Customer alleging
that Customer’s use of a Product in accordance with
the terms of the Agreement, infringes or
misappropriates any patent, copyright, or
trademark; provided that; o Customer gives
Company prompt written notice of the Claim;
o Customer grants Company full and complete
control over the defense and settlement of the
Claim; and o Customer provides assistance in
connection with the defense and settlement of the
Claim as Company may reasonably request.

Customer will not defend or settle any Claim subject
to indemnification under this Section without
Company’s prior written consent. Customer will have
the right to participate in the defense of the Claim at its own expense and with counsel of its own
choosing, but Company will have sole control over
the defense and settlement of the Claim. If Company
becomes aware of, or anticipates, a Claim subject to
indemnification under this section, Company may, at
its option (a) modify the Products that are the
subject of the Claim so that they become noninfringing, or substitute functionally equivalent products; (b) obtain a license to the third-party
intellectual property rights giving rise to the Claim;
or (c) terminate the affected Order Form(s) on
75 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB written notice to Customer and refund to Customer
any pre-paid but unused fees.

Defense by Customer. Customer will, ay its expense,
indemnify, defend and hold harmless Company
from any third-party Claim arising out of or based
upon Customer’s provision of the Customer Data, or
breach of Section 2.6 (Use Restrictions); provided
that: o Company gives Customer prompt written
notice of the Claim; o Company grants Customer full
and complete control over the defense and
settlement of the Claim; and o Company provides
assistance in connection with the defense and
settlement of the Claim as Customer may reasonably
request. Company will not defend or settle any Claim
subject to indemnification under this Section
without Customer’s prior written consent. Company
will have the right to participate in the defense of
the Claim at its own expense and with counsel of its
own choosing, but Customer will have sole control
over the defense and settlement of the Claim.

Exclusions from Obligations. Company will have no
obligation under this Section for any infringement or
misappropriation to the extent that it arises out of or is based upon any of the following o use of a Product
in combination with other products or services not
provided by Company if such infringement or
misappropriation would not have arisen but for such
combination; o the Product was provided to comply
with designs, requirements, or specifications
required by or provided by Customer, if the alleged
infringement or misappropriation would not have
arisen but for the compliance with such designs,
requirements, or specifications; o use of a Product
by Customer for purposes not intended or outside
the scope of the license granted to Customer;; or
o any modification of a Product not made or
authorized in writing by Company where such
infringement or misappropriation would not have
occurred absent such modification.

THIS SECTION STATES EACH PARTY’S ENTIRE
LIABILITY TO THE OTHER AND EACH PARTY’S SOLE

REMEDY FOR ANY THIRD-PARTY CLAIM DESCRIBED
IN THIS SECTION.

LIMITATIONS OF LIABILITY
Disclaimer of Indirect Damages. NOTWITHSTANDING

ANYTHING TO THE CONTRARY CONTAINED IN THIS

AGREEMENT, NEITHER PARTY WILL, UNDER ANY

CIRCUMSTANCES, BE LIABLE TO THE OTHER FOR

CONSEQUENTIAL, INCIDENTAL, SPECIAL, OR

EXEMPLARY DAMAGES, INCLUDING BUT NOT

LIMITED TO LOST PROFITS OR LOSS OF BUSINESS,

ARISING OUT OF OR RELATED TO THE SUBJECT

MATTER OF THIS AGREEMENT, EVEN IF COMPANY IS

APPRISED OF THE LIKELIHOOD OF SUCH DAMAGES
OCCURRING.

Cap on Liability. EXCEPT FOR (I) EITHER PARTY’S
GROSS NEGLIGENCE OR WILLFUL MISCONDUCT; (II)
THE PARTIES’ INDEMNIFICATION OBLIGATIONS;
AND/OR (III) A BREACH OF SECTION 2.6, UNDER NO
CIRCUMSTANCES WILL EITHER PARTY’S TOTAL

LIABILITY OF ALL KINDS ARISING OUT OF OR

RELATED TO THIS AGREEMENT (INCLUDING BUT NOT

LIMITED TO WARRANTY CLAIMS), REGARDLESS OF

THE FORUM AND REGARDLESS OF WHETHER ANY

ACTION OR CLAIM IS BASED ON CONTRACT, TORT,

OR OTHERWISE, EXCEED THE TOTAL AMOUNT PAID

AND/OR PAYABLE BY CUSTOMER TO COMPANY

UNDER THE ORDER FORM OR SOW WITH RESPECT
TO WHICH THE LIABILITY AROSE DURING THE 12

MONTHS IMMEDIATELY PRECEDING THE CLAIM
(DETERMINED AS OF THE DATE OF ANY FINAL
JUDGMENT IN AN ACTION).

Independent Allocations of Risk. EACH PROVISION

OF THIS AGREEMENT THAT PROVIDES FOR A

LIMITATION OF LIABILITY, DISCLAIMER OF

WARRANTIES, OR EXCLUSION OF DAMAGES IS TO

ALLOCATE THE RISKS OF THIS AGREEMENT BETWEEN
THE PARTIES. THIS ALLOCATION IS REFLECTED IN THE

PRICING OFFERED BY COMPANY TO CUSTOMER AND

IS AN ESSENTIAL ELEMENT OF THE BASIS OF THE
BARGAIN BETWEEN THE PARTIES. EACH OF THESE

PROVISIONS IS SEVERABLE AND INDEPENDENT OF
ALL OTHER PROVISIONS OF THIS AGREEMENT. THE

LIMITATIONS IN THIS SECTION WILL APPLY

NOTWITHSTANDING THE FAILURE OF ESSENTIAL

PURPOSE OF ANY LIMITED REMEDY IN THIS
AGREEMENT.

GENERAL
Relationship. Company will be and act as an
independent contractor (and not as the agent or
representative of Customer) in the performance of
this Agreement.

Assignability. Neither Party may assign its right,
duties, or obligations under this Agreement without
the other Party’s prior written consent, which
consent will not be unreasonably withheld or
delayed, except that either party may assign this
Agreement to an Affiliate or a successor, or in
connection with the sale of all of the assets or
business to which this Agreement relates.
76 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Export. Customer will comply with all applicable
export and import laws, rules, and regulations in
connection with Customer’s activities under this
Agreement. Customer acknowledges that it is
Customer’s responsibility to obtain any required
licenses to export and re-export Products. The
Products, including technical data, are subject to U.S. export control laws, including the U.S. Export
Administration Act and its associated regulations,
and may be subject to export or import regulations
in other countries. Customer represents and
warrants that the Products are not being and will not
be acquired for, shipped, transferred, or reexported, directly or indirectly, to proscribed or embargoed countries or their nationals and persons
on the Table of Denial Orders, the Entity List or the
List of Specifically Designated Nationals, unless
specifically authorized by the U.S. Government for
those purposes.

U.S. Government Restricted Rights. The Software is
commercial computer software, as that term is
defined in 48 C.F.R. §2.101. Accordingly, if the
Customer is the U.S. Government or any contractor
therefor, Customer will receive only those rights
with respect to the Software and Documentation as
are granted to all other end users under license, in
accordance with (a) 48 C.F.R. §227.7201 through 48
C.F.R. §227.7204, with respect to the Department of
Defense and their contractors, or (b) 48 C.F.R.
§12.212, with respect to all other U.S. Government
licensees and their contractors.

Subcontractors. Company may utilize subcontractors
or other third parties to perform its duties under this Agreement so long as Company remains responsible
for all of its obligations under this Agreement.

Notices. Any notice required or permitted to be
given in accordance with this Agreement will be
effective if it is in writing and sent by certified or
registered mail, or insured courier, return receipt
requested, to the appropriate Party at the address
set forth on the applicable Order Form and with the
appropriate postage affixed. Either Party may
change its address for receipt of notice by notice to
the other Party. Notices are deemed given 2
business days following the date of mailing or 1
business day following delivery to a courier.

Force Majeure. Neither Party will be liable for, or be
considered to be in breach of or default under this
Agreement (except for failure to make payments
when due) on account of, any delay or failure to
perform as required by this Agreement as a result of
any cause or condition beyond its reasonable
control, so long as that Party uses all commercially
reasonable efforts to avoid or remove the causes of
non-performance.

Governing Law. This Agreement will be interpreted,
construed, and enforced in all respects in
accordance with the local laws of the State of Texas,
and not including the provisions of the 1980 U.N.

Convention on Contracts for the International Sale of
Goods. Each Party hereby irrevocably consents to
the exclusive jurisdiction and venue of the federal,
state, and local courts in Travis County, Texas in
connection with any action arising out of or in
connection with this Agreement.

Waiver. The waiver by either Party of any breach of
any provision of this Agreement does not waive any
other breach. The failure of any Party to insist on
strict performance of any covenant or obligation in
accordance with this Agreement will not be a waiver
of such Party’s right to demand strict compliance in
the future, nor will the same be construed as a
novation of this Agreement.

Severability. If any part of this Agreement is found to be illegal, unenforceable, or invalid, the remaining
portions of this Agreement will remain in full force
and effect. If any material limitation or restriction on the use of a Product under this Agreement is found
to be illegal, unenforceable, or invalid, Customer’s
right to use Products will immediately terminate.

Order of Precedence. Any conflict between an Order
Form, an Addendum, or this Agreement will be
resolved according to the following order of
precedence: (1) the Order Form; (2) the Addendum;
and (3) the Master Terms.

Publicity. Company may identify Customer as a
customer in marketing materials, promotional
presentations, customer lists, website and other
written and electronic materials (name and logo).

Any other uses of either party’s name and logo shall
be subject to the prior review and approval of the
owning party, such approval not to be unreasonably
withheld.

Customer agrees to use its reasonable, good faith
efforts to promote the Product, which includes
without limitation (a) posting a link on Customer’s
main website page to download of the Product,
(b) emailing or otherwise notifying the residents in
the geographical area of the availability of the
Product and associated services, and (c) contacting
77 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB local news and media outlets about the availability
of the Product and associated services.

Company may identify Customer as a customer in
marketing materials, promotional presentations,
customer lists, website and other written and
electronic materials (name and logo). Any other uses
of either party’s name and logo shall be subject to
the prior review and approval of the owning party,
such approval not to be unreasonably withheld.

Notice Regarding Apple. This Section applies to the
extent that the Product licensed to Customer is a
mobile application on an iOS device. Customer
acknowledges that this Agreement is between
Customer and Company only, not with Apple Inc.
(“Apple”), and Apple is not responsible for the
Product or the content thereof. Apple has no
obligation to furnish any maintenance and support
services with respect to the Product. If the Product
fails to conform to any applicable warranty,
Customer may notify Apple and Apple will refund
any applicable purchase price for the mobile
application to Customer; and, to the maximum
extent permitted by applicable law, Apple has no
other warranty obligation with respect to the
Product. Apple is not responsible for addressing any
claims by Customer or any third party relating to the
Product or Customer’s possession and / or use of the
Product, including: (a) product liability claims;
(b) any claim that the Product fails to conform to any
applicable legal or regulatory requirement; or
(c) claims arising under consumer protection or
similar legislation. Apple is not responsible for the
investigation, defense, settlement, and discharge of
any third party claim that the Product and / or
Customer’s possession and use of the Product
infringes a third party’s intellectual property rights.

Customer agrees to comply with any applicable third
party terms when using the Product. Apple and
Apple’s subsidiaries are third party beneficiaries of
this Agreement, and upon Customer’s acceptance of
this Agreement, Apple will have the right (and will be
deemed to have accepted the right) to enforce this
Agreement against Customer as a third party
beneficiary of this Agreement. Customer hereby
represents and warrants that: (a) Customer is not
located in a country that is subject to a U.S.

Government embargo, or that has been designated
by the U.S. Government as a “terrorist supporting”
country; and (b) Customer is not listed on any U.S.

Government list of prohibited or restricted parties.

Entire Agreement. This Agreement, including all
exhibits, is the final and complete expression of the
agreement between these Parties regarding the
subject matter hereof. This Agreement supersedes,
and the terms of this Agreement govern, all previous
oral and written communications regarding these
matters, all of which are merged into this
Agreement, except that this Agreement does not
supersede any prior nondisclosure or comparable
agreement between the Parties executed prior to
this Agreement being executed, nor does it affect
the validity of any agreements between the Parties
relating to other products or services of Company
that are not described in an Order Form and with
respect to which Customer has executed a separate
agreement with Company that remains in effect. No
employee, agent, or other representative of
Company has any authority to bind Company with
respect to any statement, representation, warranty,
or other expression unless the same is specifically
set forth in this Agreement. This Agreement may be
changed only by a written agreement signed by an
authorized agent of the Party against whom
enforcement is sought. Company will not be bound
by, and specifically objects to, any term, condition,
or other provision that is different from or in
addition to this Agreement (whether or not it would
materially alter this Agreement) that is proffered by
Customer in any receipt, acceptance, confirmation,
correspondence, or otherwise, unless Company
specifically provides a written acceptance of such
provision signed by an authorized agent of Company.

Company
Executed by
Name:

Title:

Date:

Customer
Executed by
Name:

Title:

Date:
78 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Signature: Signature:
79 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Statement of Work
Customer Relationship Management and Knowledge
Base Solution
Prepared for:

City of Roseville, CA
Project:

Implement OneView - Customer Relationship Management
Prepared by:

Omar Rosario & Erik Sickinger
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Contents
1 INTRODUCTION................................................................................................................................................1 2 PROJECT OBJECTIVES AND SCOPE ...................................................................................................................2

2.1 Objectives.................................................................................................................................................2

2.2 Areas within Scope ...................................................................................................................................2

2.2.1 Application Software.........................................................................................................................2

2.3.2 Infrastructure ....................................................................................................................................4

2.3.3 Training..............................................................................................................................................5

2.3.4 Business Process Review ...................................................................................................................6

2.3.5 Requirements and Configuration......................................................................................................6

2.3.6 Testing of Functionality.....................................................................................................................6

2.3.7 Integration and Interfaces.................................................................................................................7

2.4 Areas Out of Scope ...................................................................................................................................8 3 PROJECT APPROACH, TIMELINE AND SERVICE DELIVERABLES........................................................................8

3.1 Approach ..................................................................................................................................................8

3.1.1 Analysis..............................................................................................................................................9

3.1.2 Configuration and Requirements Definition (Design)....................................................................11

3.1.3 Development (Configuration) .........................................................................................................14

3.1.4 Deployment.....................................................................................................................................17

3.1.5 Operation ........................................................................................................................................19

3.2 Timeline ..................................................................................................................................................20

3.3 Key Service Deliverables and Acceptance Process.................................................................................20

3.3.1 Service Deliverable Acceptance Process.........................................................................................20

3.4 Project Governance Approach ...............................................................................................................21

3.4.1 Health Checks and Project Assurance.............................................................................................21

3.4.2 Accountability and Responsibilities ................................................................................................21

3.4.3 Sponsorship and Engagement.........................................................................................................21

3.4.4 Communication Plan .......................................................................................................................21

3.4.5 Issue/Risk Management Procedure ................................................................................................22

3.4.6 Change Management Process.........................................................................................................22 4 PRICING..........................................................................................................................................................24

4.1 Services Fees...........................................................................................................................................24

4.2 Subscription Fees....................................................................................................................................24 5 PROJECT ORGANIZATION AND STAFFING......................................................................................................24

5.1 Project Organization Structure, Roles, and Responsibilities..................................................................24

5.1.1 Subscriber .............................................................................................................................................25

5.1.2 Provider.................................................................................................................................................26 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 6 GENERAL RESPONSIBILITIES AND PROJECT ASSUMPTIONS ..........................................................................28

6.1 Subscriber General Responsibilities.......................................................................................................28

6.2 Project Assumptions...............................................................................................................................28 7 EXHIBITS .........................................................................................................................................................29

7.1 Exhibit 1 Change Request Form..............................................................................................................29

7.2 Exhibit 2 Delivery Acceptance Form.......................................................................................................29

7.3 Exhibit 3 Weekly Status Report ..............................................................................................................29 CHANGE REQUEST FORM .............................................................................................................................................30 DELIVERABLE ACCEPTANCE FORM ......................................................................................................................................32 BI-WEEKLY STATUS REPORT.............................................................................................................................................34 Appendix –OneView Features...............................................................................................................................38 OneView CRM Core Modules............................................................................................................................39 Case Intake.....................................................................................................................................................39 Service Requests............................................................................................................................................39 Information Requests & Knowledge Base .....................................................................................................39 Call Scripts......................................................................................................................................................39 GIS for Request Location, Assets and Duplicate Detection ...........................................................................39 Notes and Attachments.................................................................................................................................40 Multiple Languages........................................................................................................................................40 Business Process - Workflows........................................................................................................................40 Information Campaigns and Events...............................................................................................................40 Announcements.............................................................................................................................................40 Alerts and Notifications .................................................................................................................................40 Activities.........................................................................................................................................................40 Single Sign-On Capabilities................................................................................................................................41 Interface with the Subscriber’s MS Office 365 email system............................................................................41 CRM System...................................................................................................................................................42 Regularly Scheduled Product Maintenance ......................................................................................................45 Bug Fixes/Software issues.................................................................................................................................46 Frequency of software updates and new software releases............................................................................46 Backup and Retention .......................................................................................................................................46 DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 1 1 INTRODUCTION
City of Roseville (“Subscriber”) is requesting the design, implementation, and ongoing support of the OneView CRM system. One of the main objectives of the project is to better position itself to deliver excellent customer services, create enterprise approaches across the city, and provide more information to customers through seamless customer experiences.

The Subscriber wishes to centralize reporting and streamline the Customer process, there is a need for more sophisticated software solution, which will include:
• Integrated Knowledge Base
• Native Mobile Application on iOS and Android for Citizen Reports • Robust workflows and configuration
• Integrations into third-party software systems
This Statement of Work (SOW), is incorporated into the agreement between Rock Solid Technologies, Inc. (“Provider”) and City of Roseville (“Subscriber”). This SOW sets forth the implementation services to be performed by the Provider. Once finalized, all changes to the SOW will be managed in accordance with the Change Management Process defined in this document.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 2 2 PROJECT OBJECTIVES AND SCOPE

2.1 Objectives
One of the main objectives of the Subscriber is to better position itself to deliver excellent customer services.

One of the foundational elements of the Subscriber’s customer service strategy is to implement a CRM/KB solution that will assist staff and provide more information to customers through seamless customer experiences. This solution will provide the foundation for the Subscriber’s service management and customer experience framework across omni-channel communications such as web, phone, email, in-person and mobile.

2.2 Areas within Scope
As part of this project, the Provider will complete the phases of analysis, design, development, deployment, and operation for the Providers’ OneView CRM Solution based on Microsoft Dynamics in the Provider’s Cloud environment to Subscriber as described in the Agreement. Any changes in scope will be according to this SOW.

2.2.1 Application Software
Software willrun in the Provider’s cloud hosting using v9 version of MicrosoftDynamics CRM platform and the OneView software components which include the following at the start of the Term (versions may change through the Term):
• OneView CRM for Dynamics
• OneLink Citizen Facing Apps (HTML 5, Native Mobile App, Widget) • The Cloud Platform that supports the components listed above include:
o Windows Server 2016
o SQL Server 2016
o SQL Server 2016 Reporting Services
o SQL Server 2016 Integration Services
o Internet Information Server (IIS)
o Windows Active Directory
o Active Directory Federated Services (ADFS)
o Dynamics
o Dynamics Web Services
o OneView Web Services
OneView CRM for Dynamics Client Desktop Requirements
The Subscriber will be responsible for the licenses needed in their client desktop. All the needed software components for OneView are available with the pertinent version of the Microsoft Windows operating system.

The following table lists the minimum and recommended hardware requirements for the Microsoft Dynamics web application.

Component Minimum Recommended
Processor 1.9 gigahertz (GHz) x86- or x64-bit dual
core processor with SSE2 instruction set

3.3 gigahertz (GHz) or faster 64-bit dual core
processor with SSE2 instruction set
Memory 2-GB RAM 4-GB RAM or more
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 3 Display Super VGA with a resolution of 1024 x
768
Super VGA with a resolution of 1024 x 768
Hard disk *1.5 GB of available hard disk space 12 GB of available hard disk space • 2 GB of available hard disk space for
Unified Service Desk client application
files
• 10 GB additional available hard disk space
for Unified Service Desk client log files
7200 RPM or more
Network requirements
Microsoft Dynamics is designed to work best over networks that have the following elements:
• Bandwidth greater than 50 KBps (400 kbps)
• Latency under 150 ms
Supported versions of Microsoft Office
To use Microsoft Dynamics with Microsoft Office integration features, such as Export to Excel and Mail Merge, you must have one of the following Microsoft Office versions on the computer that is running the Microsoft Dynamics web application:
• Office 2016
• Office 2013
• Office 2010
• Office 365
Printing reports
The Microsoft SQL Reporting Services Microsoft ActiveX control is required to print reports. If you try to print a report and the control is not installed, you will be prompted to install it. The installer package is named RSClientPrint.cab
Supported Browsers
The Microsoft Dynamics web application can run in any of the following web browsers running on the specified operating systems:
• Mozilla Firefox (latest publicly-released version) running on Windows 10, Windows 8.1, Windows 8, or Windows 7
• Google Chrome (latest publicly-released version) running on Windows 10, Windows 8.1, Windows 8, Windows 7, or Android 10 tablet
• Apple Safari (latest publicly-released version) running on Mac OS X 10.8 (Mountain Lion), 10.9 (Mavericks),

10.10 (Yosemite), or Apple iPad
Supported versions of Internet Explorer and Microsoft Edge The following table describes the Windows and Internet Explorer or Microsoft Edge versions supported for use with the Microsoft Dynamics web application.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 4 Windows version Internet Explorer 10 Internet Explorer 11 Microsoft Edge Windows 10 Not supported Supported Supported
Windows 8.1 Not supported Supported Not supported
Windows 8 Supported Not supported Not supported
Windows 7 Supported Supported Not supported
Software requirements for the Unified Service Desk client The Unified Service Desk is a desktop client application that allows running the web solution while integrating to other components that may include:
• User Scripts. They provide the ability to define call scripts that can guide the customer service representative in what to say and what actions to take during an interaction with the customer. • In Screen Knowledge Base. Allows to search, suggest, view, send and link knowledge articles during the customer interaction and the regarding service request or information request. • Quick Notes. Allow writing notes that can later be attached to the case. • Quick Actions. These quick actions allow one click events that will speed the request intake process such as:
o Inform and Resolve – Send a predefined email with the content of the Knowledge Base Article (KBA) to the customer and resolve the request.
o Compose and Resolve – Allows composing an email to the customer before closing the request.
o Information Request – Will provide basic information to the customer and then will follow the automated assignment or transfer workflow in order for an SME to continue the information request.
o Service Request – Will create the service request related to the selected KBA or by selecting from a searchable list/recommendations of request types. The request will follow the configured workflow to assign the request to the pertinent owner. o Transfer and Resolve – Will send an email to a third party such as outside county or regional services and register the request by automatically solving it without closing the loop with the customer.

To install the Unified Service Desk client on a computer, the following is required:
• Windows 10, Windows 8.1, Windows 8, or Windows 7
• Internet Explorer 11, Internet Explorer 10, or *Internet Explorer 9 • Microsoft .NET Framework 4.5.2 (installed during Unified Service Desk Setup if missing) • Windows Identity Foundation 3.5 (installed during Unified Service Desk Setup if missing) • Recommended screen resolution (in pixels): 1920 x 1080.

2.3.2 Infrastructure
The Provider shall implement the OneView solution on a cloud-based software solution. All security for user’s access is administered via standard Microsoft CRM and ADFS security models.

Some of the software components of the OneView solution may need to be installed on the Subscriber’s user workstations/devices to deliver the optimum results regarding certain system features such as the intake screens. The Provider will provide a separate environment for user testing and training. This test environment, that will be referred to as the Stage environment, will have the current or the next version of DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 5 the OneView solution for users to test and training accordingly. The Provider will provide an environment that will include OneView software changesin advance for testing by Subscriber personnel. The Provider will conduct periodic data restoration, coordinated with the Subscriber in advance, from the production environment to the stage environment so that it reflects actual production information.

Since the OneView solution will be integrated to the Subscriber’sthird-party solutions, the Subscriber shall ensure that the Provider has access to the proper testing environment, permissions, and connectivity.

The following environments will be set up as part of this project according to the project schedule.

Environment Location Responsibility Server Configuration Stage Provider’s Cloud Provider Provider
Production Provider’s Cloud Provider Provider
Integration Testing Subscriber Subscriber Subscriber
The cloud environments for OneView Dynamics CRM (Production and Stage) will remain available to Subscriber for the duration of the Term. Once the initial Project is completed, the Integration Testing environment will be taken down and Subscriber will no longer have access.

2.3.3 Training
The Provider will conduct training sessions on the OneView solution for Subscriber personnel based on the schedule in the Project Plan. Virtual Training is included at no additional charge. Onsite training request additional one-time fee.

The Provider will use a combination of instructor lead training and Train-the-Trainer programs in agreement with the Subscriber’s expectations. Training materials will be adjusted in accordance with the Subscriber scope and user types.

Instructor led training
• End-User Training - Each department or business unit will rely on end users to work directly with the system each day. To ensure that end users are qualified to use the solution, the Provider will develop training classes during which an instructor shall use software and training guides to teach end users on how to use the system.
• Power User Training - Each department or business unit will need staff capable of performing day-to-day administrative tasks. These Power Users will not be called upon to perform enterprise-wide tasks but will oversee many aspects of their department’s implementation and continuing support. • Administrative/Technical users – These users will be trained on administrative functionality, configurations, and technical aspects of the solution.
• Train-the-Trainer Training - The Subscriber will be responsible for training new hires and new business units that plan to use the OneView solution after the signed acceptance by the Subscriber of all operation phases for all departments. Prior to such signed acceptance, the Provider will conduct on-site training classes for in-house training staff who will lead, facilitate, and deliver the instructor-led portions of the training on the OneView solution. This training will include the trainer’s role and responsibilities, the planning and teaching process, system knowledge, and exams that will test learning. This course will provide Subscriber personnel with all the required tools, templates, etc. to deliver the training to their colleagues. The Subscriber would consider using these trainers in tandem with the Provider’s trainers DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 6 for the end user training outlined above. The Provider must ensure that the Subscriber trainers are proficient by the end of the initial end-user training session.

Training will be conducted in the Subscriber’s Training environment using Subscriber data, configuration settings, terminology, business processes, and scenarios.

End-user training will focus on functional positions and workflow processes. All personnel comprising a specific functional position in a department will be trained on the system’s use that is specific to their needs.

Training will include evaluation of trainees to ensure that they have learned the course content and can perform all necessary functions on the system. The Provider will notify the Subscriber of any employees that have failed the evaluation and provide them with additional training as required. The Subscriber will repeat a training session at no additional cost to the Subscriber if many of the trainees have not attained the skills from the training session or have failed the evaluation at the end of the training.

Train-the-Trainer training will prepare Subscriber personnel to lead, facilitate, and deliver the leader-led components of the training. This course will provide Subscriber personnel with all the required tools and templates to deliver the training to their colleagues.

2.3.4 Business Process Review
The Provider and the Subscriber will review the Subscriber’s existing business processes based on the schedule in the Project Plan. This review will focus on understanding the processes as they relate to the delivery of the services for the departments in scope. All participating departments will be expected to provide documentation on their current process workflow and answer any questions related to the delivery of services across different intake channels and cross-department collaboration. The analysis will focus on the ability to automate the Subscriber processes using the OneView solution.

2.3.5 Requirements and Configuration
The Provider and the Subscriber users will review the project requirements and the required system configurations because of the business process analysis. This review will be done through the following process. The Provider will develop a requirements document that will encompass all the features, configurations and adjustmentsrequired in the OneView solution to meet the Subscriber’s requirements.

The Provider will discuss all elements of the solution configuration capabilities with the Subscriber and deliver a template used in the project to complete all system configuration requirements. This template will be populated and validated by the Subscriber with the assistance by the Provider. This template includes information such as Request Types, Users, Department Structure, SLA’s, Geography, Knowledge Articles, and Call Scripts (if needed). Each department should populate and validate their own version of the template.

The Provider will use the requirements and configuration documents to perform the necessary configuration and adjustments.

The Provider will document the technical aspects of the solution by assessing the current infrastructure including client computers, connectivity to the internet, and any third-party systems that will be part of the integration.

2.3.6 Testing of Functionality
The Provider and the Subscriber users will perform the testing of all required functionality of the OneView CRM Solution, as developed according to the configuration and requirements document, including interfaces to all integrated systems listed in 2.3.7.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 7 2.3.7 Integration and Interfaces
The Provider shall configure, test, and implement integrationsto external systems. Provider will deliver a work plan for the integrations according to the Project Plan that will define the scope of each third-party system integration to implement the OneView solution. This plan will be a collaboration effort between Provider and the Subscriber.

The integrationsthat are included in the existing OneView solution, and will be implemented by the Provider, are as follows:

Dynamics/ADFS for Single Sign On Integration
OneView CRM will be integrated to the Subscriber’s Active Directory using ADFS. This will allow the Subscriber staff to use their existing user name and password to log in to the CRM system and avoid a login screen when authenticated.

Dynamics /Email Integration
OneView will be integrated to the Subscriber’s email services in order to receive and send email using existing Subscriber inboxes and accounts. The integration can occur directly with exchange or it can also be configured to be used with SMTP for sending and POP 3 for receiving emails. An email account with a user name and password will need to be configured for every email address that will be integrated to. The integration allows for the city to establish various inboxes that will be used to receive emails and receive them in queues. These queues can take emails and convert them to cases while keeping the email as an attachment. The email integration will also allow to send emails directly from the CRM system and relate them to cases. All emails will be related to the customer/citizen and will be available in the Customer Profile.

In addition, any emails that are related to a Case will also be available for viewing, forwarding or reply from the case module.

OneView/ESRI Integration
OneView will be integrated with the City’s ESRI environment. The system will connect to underlying Subscriber base maps and layers and present those in the system maps views via Esri REST endpoint. The required layers will be defined in the requirements for implementations stage of the project. OneView CRM will support use of Subscriber’s Geocoder and Reverse Geocoder. Subscriber must provide Geocoder in the following REST/JSON endpoints patterned after the ArcGIS Online geocoding services. • http://geocode.arcgis.com/arcgis/rest/services/World/GeocodeServer/findAddressCandidates • http://geocode.arcgis.com/arcgis/rest/services/World/GeocodeServer/reverseGeocode OneView/Maximo Integration
OneView to Maximo integration will follow the Integration Feature Matrix outlined in the original Agreement.

A. The discovery of Maximo integration capabilities that is implemented in the City of Roseville. This may include deeper dives in documentation, meetings with Maximo vendors and City Staff in charge of the Maximo product.

B. The technical discussion of what is needed for Rock Solid to access Maximo to ensure proper access to the required resources (REST API, webhooks) to develop an integration.

C. The development of the integration between Maximo and OneView. This will both, follow Rock Solid’s normal OneView integration matrixes (HERE) for how OneView interacts with third party systems, as well as, dependent if the Maximo integration capabilities allow for the use cases mentioned in the integration matrix documentation. "
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 8 OneView/Accela Integration
OneView to Accela integration will follow the Integration Feature Matrix outlined in the original Agreement.

OneView/Avaya Integration
Avaya: Our proposed Computer Telephony Integration (CTI) with Avaya and OneView includes:

A. The discovery of Avaya integration capabilities that is implemented in the City of Roseville. This may include deeper dives in documentation, meetings with Avaya vendors and City Staff in charge of telephony.

B. The technical discussion of what is needed for Rock Solid to access remote servers to develop the solution given the On Premise installation of Avaya.

C. The development of the integration between Avaya and Rock Solid. This will include having the Phone number of the person that is calling the City to be passed to OneView to try and identify the citizen that is calling automatically.

2.4 Areas Out of Scope
Anything not listed in the previous “Areas within Scope” is considered out-of-scope for this SOW such as:
• Any third party or external software applications identified to be implemented as part of this project including their licensing,support, and educational fees as well as assistance in the software selection and/or implementation of those products.
• The purchase,selection,sale orsupport of any local Infrastructure/hardware, workstations, mobile devices, printers, or network-related equipment
• Data migration or interfaces not described in the scope section • Implementation of other departments or legal entities not described in the scope section. • The software is intended to be used as is, with the pertinent configuration parameters. Customizations to the code is not part of the scope.
3 PROJECT APPROACH, TIMELINE AND SERVICE DELIVERABLES

3.1 Approach
The Provider will leverage the following methodology to execute this SOW. The methodology uses Microsoft SureStep in combination with PMI guidelines.

The Provider will organize the implementation project into five distinct phases during the implementation project lifecycle:
• Analysis
• Design
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 9 • Development
• Deployment
• Operation
The implementation will begin with Analysis phase to determine the order in which the Provider and the Subscriber will implement the OneView solution forthe Subscriber’s departments. Then, the Providerwill look to define the requirements and define all the configuration needs. The Provider will also define any software configurations required to complete the defined requirements. With allthe configurations and any modifications defined, the Provider will proceed to begin the development phase. Some of the phases in a cycle and across the cycles may overlap at certain points of the project to allow for a faster implementation.

For each of the five cycles once the Provider has completed the phases of Analysis through Development, the Provider will proceed with the Deployment and Operation phases to implement the solution.

The following sections provide more detail on how the Provider and the Subscriber will execute each of the phases and the activities that are the responsibility of the Provider and the Subscriber.

3.1.1 Analysis
The Analysis phase represents the official start of the implementation. This phase defines the activities required to initiate and effectively plan the entire project. The Analysis phase isinitiated with the executive kick off meeting designed to provide executives with an overview of the project vision, scope, objectives, and benefits. In addition, the meeting covers the schedule, milestone, resources, roles, responsibilities, and deliverables. Kick off meetings with similar agendas are also conducted with the internal project team and with the project team members of the Subscriber.

Following the project kickoff, the Provider and the Subscriber will finalize the project plan. This is approved by the Subscriber and forms the basis of the entire project.

The Provider will outline the detailed activities of all the phases in the project schedule with input and approval by the Subscriber. These activities will result in the deliverables of each phase as outlined in the Deliverable tables within each Phase section.

The Subscriber will formally approve the deliverables as indicated in the table below.

3.1.1.1 Project Management
• Kickoff
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 10 • Project plan (schedule, training, scope, testing)
• Status update and meetings
• Coordination of tasks with team members
• Establish communication guidelines

3.1.1.2 Training
• Demonstrate system features
• Training plan

3.1.1.3 Business Process Analysis
• Detailed business process analysis

3.1.1.4 Requirements and Configuration
• Business requirements gathering
• Fit gap analysis
• Define the configuration templates

3.1.1.5 Infrastructure and Interfaces
• Review the current infrastructure
• Deliver infrastructure requirements and recommendations • Define environments (integration, testing/training, production)

3.1.1.6 Key Deliverables in the Analysis Phase
ANALYSIS PHASE DELIVERABLES – BOTH PARTIES
Deliverables Provider Subscriber
Project Kickoff (Joint effort) Responsible Responsible
Project Plan (schedule, training, scope, testing,
deployment); Development of a plan that includes
the final scope, Project Schedule, Test Plan, Risk
Management, Training Plan, Integration Work Plan
Responsible Contribute,
Approval
Risk and Issues Register;
A log for all identified risks and issues
Responsible Contribute,
Approval
Status update and meetings Responsible Responsible,
Approval
Communications Plan; establishes how
communications in the project will take place
Responsible Approval
System Features Demo; The Provider will
demonstrate the OneView solution features and
capabilities with selected officials.

Responsible Contribute,
Approval
Training Plan Responsible Contribute,
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 11 Approval
As-Is Business Process Analysis Documentation Responsible, Approval
Process Review Sessions;
The Provider will review current processes for all
departments involved in the project. All departments
must provide documentation of their current services and their pertinent processes for resolving them. The Provider will hold meetings with all department representatives to discuss business processes and how they can map to the
automated solution (OneView CRM).

Responsible Contribute,
Approval
Requirements Document: Business Requirements
Gathering Sessions
Once all business processes are reviewed, the Provider
will meet with all department representatives and
validate the scope of the implementation of the system
as it maps to each department. This will help establish documentation of the expected process as it relates to
the software solution.

Responsible Contribute,
Approval
Defined Configuration Templates;
The Provider will discuss all elements of the solution
configuration capabilities with the Subscriber and deliver a template to complete all configuration needs. This
template will contain a list of questions that will be
completed by the Subscriber. It asks for information such as Request Types, Users, Department Structure, SLA’s,
Geography, Knowledge Articles, Call Scripts, etc.

Responsible Contribute,
Approval
Infrastructure requirements and recommendations;
The Provider will perform a client infrastructure review; review bandwidth, connectivity, security limitations and the Subscriber’s hardware and make any necessary
recommendations and complete the requirements
document.

Responsible Contribute,
Approval
Defined Environments (integration, testing/training,
production)
Responsible Approval
Provider’s deliverables will be formally approved by the Subscriber as per section 3.3.2. Approvals will be at phase end or as deliverable approvals are required as per the project schedule.

3.1.2 Configuration and Requirements Definition (Design) The goal of the Design phase is to define how to implement the business requirements by department. The phase includes defining the configuration of the overall OneView solution and the design of specific DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 12 configuration that are necessary to satisfy business requirements identified during the Analysis phase, by department. This phase also includes activities to define the integrations, interfaces and security settings that are required to support the requirements for each department as the apply to the project scope. The Provider will complete a Configuration and Requirements document. This document indicates how the system will be configured and what changes are needed in order to implement the solution successfully. This document will define how the system will work in accordance with the Subscriber requirements and processes. This document will use the information that was compiled in the configuration templates in addition to the defined business processes as they are mapped to the system features.

The Provider will establish a non-Production environment such as TEST to support the system configurations and prepare for the development effort required for integration and interfaces, data migration, and custom code development. A demonstration of the base software is also presented by the Provider to understand the system capabilities.

The detailed activities of the Design phase will be included in the project schedule that will be approved by the Subscriber at the outset of the project.

3.1.2.1 Project Management
• Status update meetings
• Coordination of tasks with team members
• Issue resolution and scope management

3.1.2.2 Training
• Training requirements
• Review of the core system features

3.1.2.3 Business Process Analysis
• Review and update of business process models if needed

3.1.2.4 Requirements and Configuration
• Configuration and requirements document
• Include any security requirements

3.1.2.5 Custom Coding • Configuration and requirements document

3.1.2.6 Integration and Interfaces
• Configuration and requirements document

3.1.2.7 Testing Planning
• Data subsets for testing
• Testing Plan

3.1.2.9 Key Deliverablesin the Design Phase
DESIGN PHASE DELIVERABLES – BOTH PARTIES
Deliverables Provider The
Subscriber
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 13 Issue Resolution, Risk Mitigation and Scope
Management;
The Provider in conjunction with the
Subscriber will review and manage
outstanding issues, mitigate any risks,
identify new risks and review any potential
scope items on a weekly basis.

Responsible Responsible
Status update and meetings Responsible Responsible,
Approval
Core Product Software Review; The Provider
will review the OneView solution features
and capabilities with selected Subscriber
staff.

Responsible Contribute,
Approval
Training Plan Updates as required Responsible Contribute, Approval
Configuration and Requirements Document;
The Provider will complete the Requirements and
Configuration document and the Subscriber will
formally approve the document as per Section

3.3.2. Once the sign-off from the Subscriber is
obtained, the development team is readied for the
custom code development effort and perform the
needed configurations.

Responsible Contribute,
Approval
Data Configuration and Information
Template;
The Subscriber will complete the template
with the help from the Provider. Each
department will be completing their own
version of the template to prepare for their
deployment phase.

Contribute Responsible,
Approval
Privacy Impact Assessment of ‘To Be’
processes & related documentation;
The To-Be processes and the configuration
and requirements document will be reviewed
by a third party before final Design
approvals.

Contribute Responsible,
Approval
Additional software or hardware procurement in Responsible, DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 14 place;
As per the infrastructure and interfaces
requirements document the Subscriber will ensure
that any procurement identified is in place.

Approval
OneView Testing Environment Responsible Approval
Third party testing environments (including
integrations)
Responsible
Access to Infrastructure (network 3rd party
systems, remote access, internet) Responsible
Testing Plan Responsible Contribute,
Approval
Provider’s deliverables will be formally approved by the Subscriber. Approvals will be at phase end or as deliverable approvals are required as per the project schedule

3.1.3 Development (Configuration)
The goal of the Development phase is to build and test the system components that are defined and approved in the requirements specifications, including developing the configurations, integrations.

The Development phase involves ongoing project management activities to manage risks and issues, communications, change requests, and project plan updates. The future state business process model is updated if needed based on any testing outcomes and finalized in this phase. The development of the training plan is updated and presented to the Subscriber for review.

In addition, the Provider will setup all non-production environments. The Subscriber will participate in the testing prototypes and willstart engaging allsystem participants to alert of, and encourage the use of, the new system. Any dependenciesfor integrations and deployment expected from the Subscriber must be completed such as the Subscriber web site, the Subscriber mobile app and third-party systems.

The Subscriber will develop all the content needed for the Knowledge Base.

The detailed activities of the Development phase will be included in the project schedule that will be approved by the Subscriber at the outset of the project. These activities will result in the following deliverables of the Development Phase outlined in the table below and the Subscriber will formally approve any deliverables.

3.1.3.1 Project Management
• Status update and meetings
• Coordination of tasks with team members
• Issue resolution and scope management
• Review and update plans
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 15 3.1.3.2 Training
• Updates to the training plan
• Review of prototype
• Change management

3.1.3.3 Business Process Analysis
• Review and update of business process workflows

3.1.3.4 Requirements and Configuration
• Configuration and set-up of any software adjustments
• Creation of Knowledge Base Articles
• Security

3.1.3.5 Custom Coding
• Development of software adjustments
• Custom Code freeze

3.1.3.6 Quality and Testing
• Solution testing (unit testing, system testing, integration testing and stress and load testing) • Testing plan
• Testing Scripts (unit testing, system testing, integration testing and stress and load testing)

3.1.3.7 Infrastructure
• Updated infrastructure review and recommendations. Support any procurement efforts.

3.1.3.8 Integration and Interfaces
• Development of integrations
• Integration and interface code freeze

3.1.3.10 Key Deliverablesin the Development Phase
DEVELOPMENT PHASE DELIVERABLES – BOTH PARTIES
Deliverables PROVIDER SUBSCRIBER
Updates to Project Plan (schedule, training, scope,
testing, deployment); Development of a plan that
includes the final scope, Project Schedule, Test
Plan, Risk Management, Quality Management
Plan, Training Plan, Integration Work Plan,
Migration Plan
Responsible Approval
Status update and meetings Responsible Responsible,
Approval
Training Plan Updates as required Responsible Contribute, Approval
Update of business process workflows; Responsible Approval DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 16 Part of the software development section.

Updated To-Be Process Models Responsible, Approval
Integration Development (Third Party) Responsible, Approval Integration Development
The contactor will develop the needed integrations
as defined in the Configurations and Requirements
document.

Responsible Approval
Software Configuration
The Provider will configure the software based on
the requirements document. Prototypes will be
developed in order to present progress and
approve the functionality of the system.

Responsible Approval
Prototype 1 Responsible Approval
Prototype 2
Installation, configuration and release test of
iteration 2. By this time, the Subscriber must have
all the needed KB articles service type definitions
and call scripts in place and ready to deploy them
to the system. Note: the KB articles will be created
in the deployment phase for the department that is
going live. The KB articles for Clerks will be created
in the Development Phase.

Responsible Approval
Software Adjustments for final version;
Configuration of changes of final version of the
product including those issues found during
previous tests
Responsible Approval
Final software product Responsible Approval
Adjustments to the Subscriber Web Site;
In the case, the web site solution features need to
be part of the existing Subscriber Web Site, then
the Subscriber’s development team needs to make
the adjustments to incorporate the feature. The
Provider will support the Subscriber with this
effort.

Responsible,
Approval
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 17 Test scripts (functionality, integration, interfaces, stress and load) Responsible Contribute, Approval
Testing (functionality, integration, interfaces) Responsible Responsible, Approval Provider’s deliverables will be formally approved by the Subscriber as per section 3.3.2. Approvals will be at phase end or as deliverable approvals are required as per the project schedule.

3.1.4 Deployment
Key activities in this phase include End User Training, Change Management, User Acceptance Testing, and the actual move to the new production environment.

Upon successful UAT acceptance, a business go/no-go decision is made by the Subscriber on whether to proceed with the go-live or to defer until any critical issues are resolved.

Once Go-Live has been approved, the infrastructure and technical teams prepare the production environment for the cutover tasks, as agreed to by the Subscriber and the Provider, that lead to the golive state. Required configurations and tweaks may be made, and performance tuning may be performed if necessary.

The Provider performs a production environment audit and obtainsfinal system approval from the Subscriber.

The system is now ready for go-live and any subsequent environment changes are placed under the change control process.

3.1.4.1 Project Management
• On-going project management activities including risks and issues, communications, change requests, and project plan updates
• Status meetings
• Support coordination of change management strategies

3.1.4.2 Training
• Complete end user manuals
• User training
• Knowledge Transfer to the Subscriber

3.1.4.3 Requirements and Configuration
• Production environment configuration
• Go Live

3.1.4.4 Quality and Testing
• User acceptance tests
• Issue resolution

3.1.4.5 Infrastructure and Interfaces
• Install and setup production environment
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 18 3.1.4.7 Key Activitiesin the Deployment Phase (for each department going live) DEPLOYMENT PHASE DELIVERABLES – BOTH PARTIES
Deliverables PROVIDER SUBSCRIBER
Updates to Project Plan (schedule, training,
scope, testing, deployment); Development of
a plan that includes the final scope, Project
Schedule, Test Plan, Risk Management,
Quality Management Plan, Training Plan,
Integration Work Plan, Migration Plan
Responsible Approval
Status update and meetings Responsible Responsible, Approval Training plan updates Responsible Contribute, Approval
Training scripts Responsible Contribute,
Approval
Training guides/manuals Responsible Contribute,
Approval
Training sessions; General Responsible Responsible from the business perspective
Training Session; Administration Responsible Responsible from the business perspective
Training Session; Technical Responsible Responsible from the business perspective
Training Acceptance
Responsible,
Approval
UAT test scripts (functionality, integration,
interfaces) Responsible Contribute, Approval
UAT testing (functionality, integration,
interfaces)
Contribute Responsible, Approval
Cutover Plan
Tasks for cutover as agreed to by the
Subscriber and the Provider
Responsible Contribute, Approval
Software installation and Production
Environment Responsible
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 19 KB articles created and loaded Responsible
Production environment readiness Responsible Contribute Final Production System Approval Approval
Knowledge Transfer
This is based on the training plan that
outlines the method and timeline for the
transfer of knowledge. As detailed in the
plan, the Provider will conduct core
OneViewing knowledge transfer meetings
with the Subscriber to cover any items that
are pending or need further clarification.

Responsible Contribute
Production operations guide Responsible Contribute, Approval Go live Responsible Responsible
Provider’s deliverables will be formally approved by the Subscriber as per section 3.3.2. Approvals will be at phase end or as deliverable approvals are required as per the project schedule.

3.1.5 Operation
Key objectives of this phase include providing post go-live support, transitioning the solution to the Subscriber’s support team, performing a final quality audit, and providing project closure.

The Program Management team prepares the final invoices, lessons learned, and the project closure report.

The team also prepares a folder with all the project deliverable documents with their acceptance forms.

These documents are reviewed with the Subscriber to obtain final approval and acceptance.

The functional and technicalteam hands off the resourcesthat are required to provide post go-live support and resolve any issues that arise out of deployment to the user base. At this point, the support teams are also involved to resolve issues, so that the transition of the solution to the Subscriber and support (per the appropriate support contract) occur smoothly.

3.1.5.1 Project Management
• On-going project management activities including risks and issues, communications, change requests, and project plan updates
• Status meetings
• Deliver project documentation
• Resolve any outstanding issues
• Project closure (Go-Live for that department only)

3.1.5.2 Requirements and Configuration
• Transition to Support
• Establish procedures to update test/training environment

3.1.5.3 Key Deliverables in the Operation Phase
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 20 OPERATIONS PHASE DELIVERABLES – BOTH PARTIES
Deliverables PROVIDER SUBSCRIBER
Knowledge Transfer
Transition to support Responsible Responsible, Approval Final quality audit;
Included in the PM closeout document Responsible Approval Operations support Responsible Responsible
On-going training Responsible Contribute
1 week post go-live on-site support Responsible
PM closeout document Responsible Approval
Provider’s deliverables will be formally approved by the Subscriber. Approvals will be at phase end or as deliverable approvals are required as per the project schedule.

3.2 Timeline
Please see previously submitted and attached Roseville Revised Schedule

3.3 Key Service Deliverables and Acceptance Process

3.3.1 Service Deliverable Acceptance Process
During and at the end of each phase throughout the project, the Provider will deliver completed projectservice deliverables as outlined in section 4.1 for review and approval. These service deliverables shall be accepted or rejected within ten business days from the time of submittal for acceptance. The use or partial use of any service deliverable constitutes acceptance of that service deliverable. Feedback supplied after the review period will be evaluated as a potential change of scope and shall follow the Change Management Process outlined in the SOW. At the beginning of each phase, the Provider and the Subscriber will jointly review the Acceptance Criteria for each deliverable for that phase. The deliverables for the Deployment phase and the Operation phase will be department specific and provided five times, once for each cycle.

The Service Deliverable Acceptance Process is described below. • Submission of Service Deliverables
The Provider Project Manager, or his or her designee, will prepare a Service Deliverable Acceptance Form (see Exhibit section) and forward with the respective service deliverable to the Subscriber’s Project Manager, or Subscriber’s designee, for consideration.
• Assessment of Service Deliverables
The Subscriber’s representative will determine whether the service deliverable meets the requirements as defined in the SOW and that the service deliverable is complete. Additional work on or changes to an accepted service deliverable that are requested by the Subscriber will be managed through the Change Management Process.
• Acceptance / Rejection
After reviewing, the Subscriber will either accept the service deliverable (by signing and dating the Service Deliverable Acceptance Form) or will provide a written reason for rejecting it and will return the Service Deliverable Acceptance Form to the Provider’s Project Manager. If feedback from multiple DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 21 Subscriber representatives is received, then the Subscriber’s Project Manager, or Subscriber’s designee, will consolidate that feedback before delivering it to the Provider’s Project Manager. • Correction of Service Deliverables
The Provider will correct in-scope problems that are found with the service deliverable and will address the correction of out-of-scope changes according to the Change Management Process. The Provider will submit a schedule for making changes to the service deliverable within two (2) business days of receiving a rejected Service Deliverable Acceptance Form. After the Provider corrects all previously identified inscope problems, the service deliverable is to be resubmitted. • Monitoring and Reporting
The Provider project team will track service deliverable acceptance. Updates to service deliverable acceptance will be included in the status report and discussed in the status meeting. Service deliverable acceptance issues that cannot be resolved will be elevated to the Provider and Subscriber Project Managers and/or Executive Sponsors.

3.4 Project Governance Approach

3.4.1 Health Checks and Project Assurance
Project assurance ensuresthat risks and issues are managed effectively and definesthe metricsthat foster the delivery confidence of the project/program. A vital component of assurance is devising the metrics that would give visibility into the project performance
Status meetings will be used to reviewthe health of the project along with statusreports. The statusreport will assess and report with Key Performance Indicators (KPI’s) the elements needed to effectively manage the project successfully. The health checks, project metrics and KPI’s will be defined and agreed to with the Subscriber in the Analysis Phase.

3.4.2 Accountability and Responsibilities
Final definition of roles and responsibilities needs to be established in the Analysis at the beginning of the project. Everyone will need to be accountable for his or her role. Not having a definition for accountabilities and responsibilities will have a direct impact on the effectiveness of meetings, the change control process, risk assessment and the communications. When defining accountability and responsibilities both the Provider and the Subscriber will need to define not only who is accountable, but also who is responsible, consulted and informed for each of the project's deliverables.

3.4.3 Sponsorship and Engagement
The Provider will need to establish all the project stakeholders including the project sponsor or sponsors in the Analysis phase. All stakeholders need to be fully engaged in the project. The Provider will list all project sponsors and ensure proper communication depending on their stake in the process. All expectations will be defined and agreed upon according to the scope of the project to ensure a successful delivery of the project.

3.4.4 Communication Plan
The communication plan will be developed once all the stakeholders have been identified and their interests and expectations have been defined.

Once the communication plan is complete, the project manager will ensure that there is a right balance of meetings and reporting. This needs to be defined to ensure that each stakeholder understands the mode DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 22 and content of communication, frequency, owner/receiver, communication milestones and decision gates.

In addition, communication needs to be crisp, precise and to the point.

As a starting point a formal process will be employed to facilitate communication during the project. There will be two key vehiclesfor providing this communication: a weekly statusreport and status meeting. This frequency may change from time to time based on a mutual agreement between the two parties. • The Provider Project Manager, working in conjunction with the Subscriber Project Manager, will compile status reports with the frequency defined above for distribution to both the Subscriber and Provider management.
• Meetings will be held with the frequency defined above to review overall status, the project schedule, and open issues noted in the status report.

The final decision on the proper communication channels, frequency and stakeholders will be defined in the communication plan section of the project plan.

3.4.5 Issue/Risk Management Procedure
The following general procedure will be used to manage project issues and risks:
• Identify and document
• Assess impact and prioritize
• Assign responsibility
• Monitor and report progress
• Communicate issue resolution
An issue/risk log will be kept and discussed during status meetings or ad-hoc when needed. A mutually agreed upon issue escalation process will be defined in the Analysis phase.

3.4.6 Change Management Process
The Provider and Subscriber Project Managers, and team members will all play key rolesin managing the scope of this project. Assuch, the Project Managers and team membersmust be aware of theirresponsibilitiesin order to ensure that work performed on the project is within the established scope throughout the entire duration of the project.

During the project either party may request in writing additions, deletions, or modificationsto the services described in this SOW (“change”). The Provider will have no obligation to commence work in connection with any change until the estimated fee and schedule impact of the change is agreed upon in a written Change Request Form signed by the designated Project Managersfrom both parties.

Upon a request for a change, the Provider will submit the change on the standard Change Request Form describing the change within 5 Business Days from the date of the request, including the estimated impact of the change on the project schedule, fees, and expenses. The Change Management Processthat will be employed is defined below. Both parties agree to follow this process and to use the Change Request Form. • Identify and document
• Assess impact and prioritize
• Estimate required effort
• Approve / Disapprove
• Assign responsibility
• Monitor and report progress
• Communicate change resolution
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 23 Within ten business days of receipt of the proposed Change Request Form, the Subscriber’s Project Manager shall either indicate acceptance of the proposed change by signing the Change Request Form or advise the Provider Project Manager not to perform the change. If the Subscriber’s Project Manager advises the Provider Project Manager not to perform the change, then the Provider shall proceed only with the original services. In the absence of the Subscriber’s Project Manager’s acceptance or rejection, the Provider will not perform the proposed change.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 24 4 PRICING
Fees listed below are for this Statement of Work only.

4.1 Services Fees
The one-time fees cover the Services aspect of Project as outlined in this Scope of Work document. The total cost is a fixed-fee and is equal to $74,150. If requested, and mutually agreed, onsite training will be billed at $2,000 per day, plus actual travel expenses incurred by Provider staff.

Services Percentage Implementation Fee License Purchase Timing Kickoff - PMO
20 $14,830
20%
Analysis
10 $7,415.00
Requirements and Design
20 $14,830.00
50%
Development
15 $11,122.50
20%
Deployment
15 $11,122.50
Remainder/As-Needed
Go Live Support
20 $14,830.00
TOTAL
100
$74,150.00

4.1.1 – Integration Fees
Integrations - One Time Fees
Maximo Integration $10,000.00
Avaya Integration No additional cost
Accela Integration $5,000.00

4.2 Subscription Fees
Subscription Fees, Term, and Billing are outlined in agreement and pricing sheet. 5 PROJECT ORGANIZATION AND STAFFING

5.1 Project Organization Structure, Roles, and Responsibilities DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 25 This section identifies the overall project organization structure, reporting relationships, and key project roles and responsibilities. The Subscriber may assign additional resources and individuals may be changed by either side as needed.

5.1.1 Subscriber

ROLE & NAME RESPONSIBILITIES
Executive Sponsor –
Hong Sae
Project Sponsor -
Megan Scheid
Works with the Subscriber’s Project Manager in monitoring the health of the project.

Communicates, when necessary, with the Provider Executive Sponsor.

Project Manager
Melissa Hernandez
Managing all aspects of the project from the Subscriber’s side. Works closely with the Provider Project Manager
Functional Lead
Jesse Ravera
Works closely with the Subscriber’s Project Manager from the Subscriber’s side.

Leader of all the functional teams, representing general knowledge of the overall business. This person can also be the project sponsor and coordinate the overall efforts of the independent department leads Functional Team
Member
Every department included in the scope of the project should have a functional representative that understands the department’s business processes in detail. This person will provide all the departmentspecific requirements. In the case that the department works with third party systems that are included in the scope of the integrations, then this representative should have detailed knowledge of how to use the third party systems.

They will also perform user acceptance tests.

Technical Lead
Works closely with the Subscriber’s Project Manager from the Subscriber’s side. The technical lead should be in charge of coordinating all activities regarding systems and infrastructure. This person will ensure that all local test environments are completed and can support the Provider technical lead. This person will lead the technical team and ensure that they deliver on all tasks.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 26 Technical Team
Member(s)
Works closely with the Subscriber’s Project Technical Lead from the Subscriber’s side. This person(s) should provide expertise and can support the Provider resources on any Subscriber-side technical tasks such as creating environments, configure infrastructure, provide any needed API’s and access to third party systems for integration.

5.1.2 Provider

ROLE & NAME RESPONSIBILITIES
Executive Sponsor:

Andrew Kirk, VP of
North America
Works with the Provider Project Manager in monitoring the health of the project.

Communicates, when necessary, with the Subscriber’s Executive Sponsor.

Project Oversight
SME:

Omar Rosario
Monitors project scope closely.

Facilitates scope change requests and their impact to the schedule.

Organizes scheduled meetings.

Maintains documentation for meetings, communications, and status reports.

Project Manager:

Hernan Miranda
Monitors project scope closely. Leads the planning, execution, controlling, scope and closing of the project.

Facilitates scope change requests and their impact to the schedule.

Ensures proper communication in the project team.

Technical Lead and
Tester
Hector Tosado
Leads the Provider technical team which includes any additional developers, integration specialists and infrastructure specialists Works assigned tasks received from the Provider Project Manager Performs system design and architecture tasks
Ensures development tasks are completed according to scope Technical Team
Member and
Developer
Ricardo Nieves
Works assigned tasks received from the Provider Project Manager and from the Provider Technical Lead
Configures the system according to the technical requirements and performs system adjustments
Technical Team
Member and
Developer
Works assigned tasks received from the Provider Project Manager and from the Provider Technical Lead
Configures the system according to the technical requirements and DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 27 Jose Calimano performs system adjustments
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 28 6 GENERAL RESPONSIBILITIES AND PROJECT ASSUMPTIONS

6.1 Subscriber General Responsibilities
Subscriber will perform the tasks, furnish the personnel, provide the resources, or undertake the responsibilities specified in this Statement of Work.

6.2 Project Assumptions
The services, fees, and delivery schedule for this project are based upon the following assumptions:
• The Subscriber will assign a Project Manager in charge of the implementation. This resource will be in charge of coordinating meetings, discussing processes, acceptance of the system and trainings. In addition, the Subscriber project manager will be working hand in hand with the Provider’s Project Manager during the system’s implementation.
• OneView users must be skilled using computers and must have basic knowledge of programs such as Word, Excel and Outlook.
• The Microsoft platform, including Windows, Internet Explorer, Office, among others may be used with OneView.
• The Subscriber staff will be available to assist in the process of system configuration and address questions from the Provider’s team if necessary.
• The Subscriber will provide the Provider accessto the necessary network and infrastructure componentsin orderto install the software and perform the necessary integrations • The Subscriber will provide the Provider’s consultants with office space, internet connectivity and parking space (if available).
• The Provider will not buy any third-party licenses such as API’s in order to perform integrations to other systems.
• Any integration development will be limited by the third-party API capabilities. • Anything not specified in this Agreement will be considered out of the scope of the project.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 29 7 EXHIBITS
The exhibits 1,2 and 3 will be reviewed, updated and agreed to by the Provider and the Subscriber at the beginning of the project.

7.1 Exhibit 1 Change Request Form
(see attached)

7.2 Exhibit 2 Delivery Acceptance Form
(see attached)

7.3 Exhibit 3 Weekly Status Report
(see attached)
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 30 CHANGE REQUEST FORM
Prepared for
Subscriber
Project
Customer Relationship Management and Knowledge Base Solution Prepared by (put name of Provider Resource here)
Contributors [put name of all contributors here]
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Change Request Form
This Change Request Form to the contract is made pursuant to the project Implement OneView – Customer Relationship Management and Knowledge Base Solution by the Provider and the Subscriber.

Change Requested
Project/
Sub-project name: Additional Project Hours Project area affected: OneView Implementation Date initiated: (put date here) Date required: (put date here) Name of
Requestor: (put name here) Contact phone: (put contact’s phone # here) Description of
Change Request:

The purpose of this change order is to document the additional hours requested by the Subscriber. This change order is to document that additional hours are required for additional scope items.

This Change Order is a supplement to the Original contract signed by the Provider and the Subscriber.

Justification for
Change Request: (put the justification here)
Project Impacts
Trade off Matrix Impact on Project
Scope:

The scope of this project has increased. Subscriber has requested the Provider to increase the scope according to the following:
(text here)
Resources: (put resources here)
Schedule: (put deadline when changes need to become effective here) Fee and Expense Impact
Resource Time (hours) Rate Estimated Cost
Estimated Total
Hours Needed to
Go Live:
(put hours here) (put rate here) (put cost here)
TOTAL ESTIMATED COST: (put estimated cost here)
Approver Comments
By Signing below, the Provider and Subscriber agrees to incorporate the changes summarized herein into the existing project definitions.

Approve/Reject
Change Request Disposition:

Approved
□
Rejected
□
Approvals
For the Subscriber:

Project Manager
For Rock Solid Technologies:

Date
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Project Manager Date

DELIVERABLE ACCEPTANCE FORM
Prepared for
Subscriber
Project
Customer Relationship Management and Knowledge Base Solution Prepared by (put name of Provider Resource here)
Contributors [put name of all contributors here]
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Deliverable Acceptance
Complete System Acceptance
Submitted To:

Submitted By:

Data:

Acceptance Deadline:

Deliverable Submission
Name: (put name of WBS task here)
Reference # (WBS#): (put WBS# here)
Description: (put expanded description of WBS here)
Acceptance Criteria:

Comments:

Deliverable Acceptance
Deliverable Acceptance: Accept Deliverable
Reject Deliverable with Reason
Date Reviewed:

Name of Acceptor: (put name of Subscriber Project Manager here) Acceptor Signature:

Conditions for Acceptance (if rejected)
Reason for Rejection (if
rejected):

Conditions for
Acceptance:

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB

BI-WEEKLY STATUS REPORT
Prepared for
Subscriber
Project
Implement OneView - Customer Relationship Management and Knowledge Base Solution Prepared by (put name of Provider Resource here)
Contributors [put name of all contributors here]
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Weekly Status Report
Project
Implement OneView
Reporting Period
(put date here)
Prepared by
(put Project Manager Name here)
Report Date
Erik Sickinger
Project Health Card GREEN
Schedule GREEN The project tasks are on schedule.

Budget GREEN The project budget is on track.

Resources GREEN The project resources are not an issue.

Quality GREEN The project quality is not a concern.

Scope GREEN The project scope is not a concern.

Risks GREEN There are some minor risks, but they are not a concern.

Issues GREEN There are some minor issues, but they are not a concern.

Changes GREEN There are several small change requests, but they are not a concern.

Project Schedule (As of put date here) 10%
No Task Baseline
Start Baseline Finish Progress Projected Date Concerns (KPI) 1 Yes
2 No
Project Financials (As of put date here) %
No Item Baseline Actuals Remaining Total Variance
1 2
$0.00 $0.00 $0.00 $0.00 $0.00
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB The following recap reviews the discussions and activities that took place from date through date Key Decisions
ID Description Date
Project Change Request and Summary
Change
Order # Date Pending orapproved Amount Description of change Deliverables
Engagement Deliverable Submit Date Comment
Key Activities Completed/In Process This Period
ID Description Status

2.1 2.2

2.4 Meetings this Period
ID Description Date

3.1 Client meeting to discuss infrastructure planning for the project. 19-Dec-2017 Issues/Pending Items
Responsible Issue ID Description Due date
ITC 4.1 Provide additional information pending from the Consolidated Reporting questions sent by Provider. 19-Jan-2018

4.2 Provide confirmation regarding proposal for migration 19-Jan-2018 Provider

4.3 Present completed Change Requests to client for review (5 CRAs). 19-Jan-2018

4.4 Evaluate impact to project scope from new requirements for Consolidated Reporting, Team Management) 31-Jan-2018

4.5 Provide client with drafts Test and Training Plans. See comment in the next section of this report. 31-Jan-2018

4.6 Provide additional information regarding Microsoft’s D365 minimum infrastructure requirements. 31-Jan-2018
Activities Planned Next Week
ID Description

5.1 5.2
Key Risks
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Risk Impact Owner Resolution/Mitigation
Please indicate your agreement with the information contained in this recap by signing below (or email a reply of acceptance) and forwarding a copy to my attention.
______________________________
Client Acceptance
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Appendix –OneView Features
For this project, Provider proposes the implementation of the OneView CRM solution. OneView runs on top of Microsoft’s Dynamics, an industry-leading platform available on a cloud model that gives businesses the option of a private instance and database.

OneView will give your agents the tools, guidance, and data they need to resolve requests. Subscriber agents will speed resolutions and deliver a more personalized, effective level of support using service software that accesses all citizen information in one place—even pulling and pushing data to and from external sources thru integration capabilities. Some of the main application components and features available in our ONEVIEW suite include:

OneView provides the Subscriber with the following advantages and benefits:
• Empower citizens to easily report issues through multiple channels and access request status from a single point of contact.
• Streamline operations through implementation of consistent service processes • Drive a more pro-active response to problems
• Measure citizen services efforts via reports and dashboard • Accelerated implementation
• Increase user adoption with Microsoft Office “look and feel” • Increase usability by allowing users to select preferred language • Cost-effective approach that leverage existing cloud services • Web based solution that can be accessible for anyone with an internet connection and the pertinent browser and operating system.

OneView Core
Modules
•Service & Information Requests
•Mobile Access to Services for Field Agents
•Comunications
•Process Automation
•Knowledgebase
OneView SelfService Portal
(RSSP)
•Account Profile
•Online requests or complaints ("tickets")
•Access case status and history
•Request explorer using GIS and lists
•Knowledge Base
•Calendar, Anouncement & Events
OneView Contact
Center
• Call system data (via integration)
• Fast Request Intake
• Telephony Software Integration Capabilities
Dashboard &
Reporting
• Analyical and Operational Dashboard
• Operational reports
• Power BI
Integrations •Integration Engine & APIs
•Included 3rd party integration capabilities with systems such as ESRI DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB OneView CRM Core Modules
Case Intake
OneView CRM manages cases or service tickets as a result of interactions with citizens. The solution is web based and is accessible to anyone with an internet connection and the pertinent web browser. A case may be used to process different request types and manage the process paths for each type. The OneView CRM case features allows for easy tracking of all the activities related to a case including information sharing, call tracking, emails, appointments, tasks and assignments. OneView also maintains a history of all these activities throughout the case lifecycle.

For this project, system users and citizens may create service requests, register inquiries and complaints through the OneView CRM web application, the OneView CRM self-service portal and the mobile application.

Service Requests
Service Requests may be configured to support the different services or call types that are provided by the Subscriber attach documents and register activities such as emails, appointments, workflow tasks and work orders. Tasks may also be created automatically through workflow configuration such as: review, investigate, schedule or close. Tasks can be assigned to specific users.

All requests in the system can be updated manually with the pertinent permissions. This means that even when some fields may have predetermined values, users can always adjust fields such as address, priority, call type and description among others. This applies to all system modules depending the security permissions of the user.

Service requests may be scheduled using work or service orders functionality. Work & Service Order appointments may be assigned to field workers. Field workers can review orders and update those orders in order to fulfill the service using their computers or mobile devices.

Through integration with the Subscriber’s ESRI GIS system, OneView CRM users may include location information with data such as such as “Trash Pickup”, “Tree Maintenance”, “Pothole Repair” and “Street Light Repair”.

When a service request is created, the system workflows may automatically route it to the appropriate user or team in a Subscriber department. The Subscriber staff in charge of receiving these requests may assign or refer the request as well as update status, notes, physical address, parcel number and GIS coordinates. This integration may also provide the Subscriber’s agents a rich collection of base maps, demographic maps, images, and asset data to support your service request process more effectively.

Information Requests & Knowledge Base
The system may store information related to general information requests. The system can keep track of the request and all forms of communication used to provide such information. Information requests may be linked to knowledge base articles. The content of the articles may be shared via email and tracking of the emails is kept as historic data for the request. Knowledge articles are maintained in the CRM system with their appropriate approval workflows and versioning controls.

Call Scripts
The solution has the capability to provide predefined scripts that will guide the call taker in a series of questions and predetermined answers or system actions. This will allow staff to communicate with customers in an effective standardized way. Scripts can be configured in the OneView CRM system.

OneView CRM has the capability (which will be implemented) to connect to the Subscriber’s ESRI system to identify assets when working with requests. OneView will connect to the ESRI system and present the needed Subscriber layers and underlying data, while using the ESRI API to integrate the requests to the assets. Using asset data, Subscriber workers will better identify the location of a request and have details on the specific Subscriber asset that needs attention.

OneView will also use Subscriber data such as ESRI data or USPS data to validate addresses when those are specified in the system during the creation of requests. Auto suggest features will display predefined addresses that exist in the system.

When working with requests, OneView can present, in a map, requests that are of the same type and are in a similar location of the current request. This will help alert the user that possible duplicate requests exist. By clicking on an existing request in the map, the user can identify and select a parent request for the current request being worked on. When a parent request is closed, then all related child requests are closed also.

OneView will also provide a list of possible duplicates when saving a request. The user can decide to merge requests or select a parent request from that list. If the user understands that the current request is not a duplicate, then the user can proceed to save the request as a new request.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Notes and Attachments
Every system module such as requests and customers allow for the creation of notes related to the record. An unlimited amount of notes can be created with information such as date created, date modified, and the user that created the note. Notes can contain multiple lines of free text and can be used to attach documents for any record. For attachments, the allowed file types and the maximum file size are configurable in the system.

Multiple Languages
The system can be provided in multiple languages using translations files. With this feature, the user will have the ability to select the desired language, if available in the translation files. Currently the available languages are English and Spanish.

Business Process - Workflows
Business processes are an integral part of OneView CRM. A business process can be of two types: one, automated processes that rely on communication among applications based on a set of rules, and two, interactive processes that rely on users to make the appropriate decisions regarding the next step in the workflow.

OneView CRM includes a series or pre-defined automated or manually triggered workflow rules that support different stages in the provision of services to citizens. These out-of-the-box components will allow the Subscriber to accelerate the implementation of their individual business processes. As part of the project, Provider may also extend and customize the standard behavior of processes to achieve the functionality required, by configuring existing rules and developing custom components. Workflows allow the creation of email notifications based on field modifications or creation of new records. The design of the workflows are made with an easy-toconfigure screen and without the need for complex programming languages (source code). Examples of flows are:
• Sending electronic mail requesting completion of the satisfaction survey at the closing of a request. • Change the status of a request to “submitted” once it is saved and marked as submitted. This in turn may create a notification to the pertinent customer/citizen or staff with a link to the request. • Change the assignment of a task and assign it to a new employee of an agency when the original employee is no longer available.

Information Campaigns and Events
The solution will provide the ability to have information campaigns, whether for activities, meetings, trainings, launches, or any other event as desired. Once a campaign has been created, event notifications can be sent via e-mail to all the guests. Notification banners of these events will be created in the portal and alerts will appear as the date of the event approaches.

The record of the invited persons’ responses regarding their attendance will be maintained and they may be analyzed or monitored according to their participation status. The solution will allow the creation of questionnaires or satisfaction surveys to be answered online by the users and their answers can be analyzed in the solution to provide the corresponding graphic results.

Announcements
Announcements or alerts may be created, in order to present a message to all the system users. These messages can be presented in the CRM backend system as well as in the Portal in the Notices section. Messages can be generated and published in the solution without help from the provider or custom development.

Alerts and Notifications
The ability to e-mail alerts or notifications about publications or any other subject to users of the solution will be provided. The emails can be sent individually or in bulk to many users.
• Notification templates can be created in such a way that they can be reused when creating an email. • Notifications may be generated automatically through workflows. Notifications or alerts may be activated with a creation, update, or deletion of a record in the system. This means that a notification can be sent automatically with the change of any field in the system, as requested
Activities
Activities can be related to any module within the system. They can be assigned to a user or group, and usually have an action date, a due date and a status. Types of activities include:
• Email (connected to your mail server)
• Appointment
• General Task
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB • Survey (sent to customers via email)
• Phone Call
• Fax
• SMS (sent to customers)
• Appointment (can be viewed in a calendar)
Single Sign-On Capabilities
The OneView solution will be delivered in a Software as a Service Model (SaaS) in the cloud. OneView is built on Microsoft technology and uses use Active Directory Federated Services (ADFS) for authentication. ADFS can be setup with single sign on features to access the system. ADFS will allow integrating to the Subscriber’s Active Directory through the Subscriber ADFS or the Subscriber Azure AD.

Interface with the Subscriber’s MS Office 365 email system The OneView solution is built on Microsoft Dynamics CRM which integrates with the Microsoft Office 365 mail system and the Exchange Mail Server. The interface with the Subscriber’s mail system can be with an on premise email server, or a cloud based mail server such as Office 365. This will allow the system to receive and send emails using the Subscriber’s current email services.

Power BI Dashboards
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB CRM System
Unified Service Desk
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Customer Service Dashboard
Customer Service Dashboard
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Request Screen (In the map blue pins are potential duplicates) Department Representative Dashboard
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Department Representative Case View with SLA Monitoring Regularly Scheduled Product Maintenance
Rock Solid provides updates and performs maintenance on an Evergreen model. Product updates, patches, and enhancements are included in the software as part of the SaaS model. Customers will receive notification of upcoming releases and the included features of the product as well as any minor versions that are scheduled to be installed. Minor versions Installations are generally installed to fix any issues or include any features that were scheduled and missed in the previous release. Any software updates are scheduled with the customer to avoid or minimize service interruptions.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Rock Solid will provide communications 5 days in advance for any planned interruptions in services due to scheduled software changes or outages. In the case of issue resolution, the customer will be notified as soon as the issue is fixed, and Rock Solid will plan a software update in collaboration with the customer. The notifications will include the reason for the interruption along with expected down time and time frame. Any unplanned outages will result in immediate communications and expected resolution time.

Frequency of software updates and new software releases Software releases are schedule for four times a year. Releases contain product-specific features, bug fixes, etc. We currently have a quarterly release schedule for the back-office and mobile application but are moving to an AGILE/SPRINT release cycle to allow for more frequent updates, with less potential risk per update. Our customers receive regular updates about the pending updates and what to expect. Customer’s account managers are available to review and discuss prior to code push.

Our product is based off a SaaS (software as a service) model. We do not charge for these updates to the application.

We at Rock Solid will work to continue producing the best product for our customers.

Backup and Retention
We retain up to fourteen days of backups for disaster recovery. If a specific set of files, directories, or database needs to be restored, specific files and directories can be retrieved. On our system programming and codebase files, we may reproduce any previous version of software release at any point in time.

Our SaaS model includes resource monitoring and optimization. Processing and memory are reviewed and adjusted on daily bases in order to ensure proper response times and server health.

DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB 7-28-22
Roseville,CA
Roadmap and Vision
Company Name: Rock Solid Technology, Inc.

Address: 912 Capital of Texas Hwy South, Suite 180, Austin, TX 78746 Bid Contact: Erik Sickinger, 424-270-9438, [email protected] Website: Rocksolid.com
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Potential Opportunities for expansion and new features over the next 5 years:
2023-2024
Resident Voice: The city can Collect, analyze, and track real-time feedback in an easy-to-use, scalable feedback management solution.
• Capture feedback immediately across the CRM with personalized surveys to continuously track resident’s perception of your services
• Surface resident sentiment, trends, and the metrics that matter, to ensure complete understanding of the city’s residents
• Resident management dashboard
• Real-time follow-up on developing issues
Resident Insights: The city can use AI to predict and improve interactions with residents. With Resident Insights, the city will further unify user data to get a holistic view of your residents – assisting the city uncover actionable insights that drive better resident service. • Access to interactive reports about engagement to help the city find spot patterns, find obstacles, and improve the customer journey
• This module may offer a comprehensive picture of your residents, to connect and unify city data with residents - transactional, observational, and behavioral. The goal is to power personalized resident experiences and drive greater resident satisfaction • Compile transactional, behavioral, and demographic data to create deep insights and complete, up-to-date resident profiles that honor resident consent in a world where the city needs to hold itself to the highest data privacy standards while complying with Public Records acts 2025-2027
Omnichannel For Customer Service: Where city agents can live chat directly with residents from a variety of sources, like: SMS, Facebook Messenger, Twitter DM. These conversations can be held with the assistance of a script, knowledge base, and customer background information from the CRM Identity: Ability to leverage Rock Solid solution as an identity provisioning and authentication service for residents
Communications and Engagement Upgrade: Leveraging the information stored in OneView for Dynamics, the city can design, implement, and deliver on a strategic communications and engagement plan. Design, predict, and deliver content through the channels from which residents will be receptive. • Engage residents on their preferred channels and timing using AI-driven recommendations • Create resident communication cadences based on real-time data changes – such as a new resident, new business, or permit requested
• Encourage resident connections by sending reminders and repeating messages until the desired response is received – such as during comprehensive plan feedback gathering, or city-wide initiative feedback
• Send periodic newsletters, one-off emails, and timely personalized notifications – the city can create triggers to follow up on an interaction or groups of residents who fit a particular profile • Ability for A/B testing on communications
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Further, when considering the future state of a powerful, omni-channel CRM, the biggest impact will be the information, connectivity, and efficiency that the city does not have today. The ability to answer questions that cannot be answered today.

Over the course of the next five years:
• Roseville will have insight into the residents of the city:
o WHO is calling the city?
o WHY are they calling?
o WHERE are residents having problems?
• Roseville will offer their residents a variety of methods to connect with the city to ask a question, find service, and report a problem:
o Mobile Application
o SMS
o Social Media
o Web
o Phone
o Email
• The aggregate of this data beyond year 1 will allow the City of Roseville to understand trends, measure/improve performance, see “hotspots”, and have visibility into cross-departmental issues.
• This information will allow the city leadership to plan proactively, allocating resources to the residents and infrastructure that needs it most
• Processes that today are manual, siloed, and are disconnected from resident feedback will be streamlined, automated, and with a feedback loop to residents. • Residents will be more connected with the city:
o Initiatives will be “front and center” with the “mobile city hall” app o When calling or emailing for help, staff will know who the resident is, a history of their contact with the city, and their home address
o With some expansion, the city will be able to craft campaigns to selected groups of residents
o Even if calling the wrong number, or wrong department, any staff member will be able to provide essential information and services
• When Rock Solid’s CRM is combined with our other solutions, it provides an even deeper insight into the city’s residents, their connection with the city, and underserved areas:
o OneMeeting – for agenda automation, boards/committees, minutes, and other clerk needs, will surface information in the CRM like:
 The resident serves on a board
 Recently provided feedback on an agenda item, or
 voiced support for a measure
o OneRequest – for FOIA/Public Records
 Will allow staff to see in the CRM if a resident recently submitted a FOIA DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Customer Support
RockSolid Staff will be available 24 hours a day, 365 days to address critical system issues. The helpdesk services can be contacted through e-mail, telephone, or our support portal. Normal or Low priority live requests will be handled during regular operating hours Monday – Friday, 8am – 8pm (EDT).

Support is available at:
• [email protected]
• Your dedicated support/account team
• 787.620.5595
The following table details the support severity levels and targeted response times:

Criteria for Incident Escalation
Our customer support department receives cases and routes them to our OneView CRM product support team. Requests are handled at different levels of escalation. • Level 1 – General Customer Support. In this level, we can solve or answer general questions regarding products such as frequently asked questions and common knowledge base support DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB requests. If the issue cannot be resolved in the initial call, the incident is escalated to a Level 2 request.
• Level 2 – Functional Specialist Support. More experienced resources that have been involved in product implementations and issue resolution will handle Level 2 requests. These requests are more complex in the areas of functionality or configuration. A Level 2 representative will be communicating with the customer via email and coordinating communications to resolve the issue. If the issues are technical, to the degree a Level 2 representative cannot solve the issue, then the case will be immediately escalated to a Level 3 resource to address the issue. • Level 3 – Technical or Advanced Support. This support is provided by technical personnel that handles requests that are not in the scope of Level 1 and Level 2 resources. Level 3 requires technical or software development experience for issue resolution. Level 3 resources will work with the Level 2 resource on resolving the issue. Communications should not be expected from a Level 3 resource unless necessary. The Level 2 resource will keep communications with the customer until the issue is resolved.

Summary of what is included with maintenance and support – the following are included:
• Fix of any system issues or bugs
• Review of recommendations or feature requests
• Functionality questions and support for system usage
• Configuration of the system including but not limited to:
 Case types
 SLA details
 Notifications and escalations
 User creation and user management
 Department creation and management
 Security configurations such as user roles and assignment per user or user group  Field level security configuration
 KB spider/crawling setup and maintenance
 CTI configuration
• System upgrades for OneView CRM
• Database monitoring, backup and restore procedures
• System disaster recovery
• Hardware resource management for server optimization such as CPU’s, memory, disk space and networking
• System patches for all software components
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Proposed Payment schedule - Roseville
Phase of Project Payment on Percentage of
Implementation
Cost
Percentage
of Annual
SaaS Fee
Percentage of
licenses
Kickoff – PMO Contract
Execution/PO
20% 100% 20%
Analysis End of Analysis
Phase
10%
Design End of Design
Phase
20% 50%
Development End of
Development
Phase
15% 20%
Deployment End of
Deployment
Phase
15% Remainder/As
Needed
Operation
(Handoff)
End of
operation, sign
off on go live
20%
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Rock Solid Project Team
Hernan Miranda, PMP | Project Lead
Hernan is an engineer with several years of experience serving as a project manager with customer relationship and account success He has extensive knowledge in project management, 311 centers, citizen services, Dynamics CRM, business intelligence, and system integrations. Hernan will oversee the Rock Solid team and be a point of contact for the City of Roseville, communicating with the city to ensure the success of the project.

Hernan’s previous management experience includes the implementation of the OneView CRM system for the 311 of City of Columbus, OH, among other cities in the US. He is certified as a Project Manager Professional by the PMI.

Jean Cesar Martinez | Support
Jean leads the customer and support services. He has a vast knowledge of the OneView CRM product. The customer support team will be available and on call depending on your support needs. Once the project is finished and the solution is operational, the support team takes on the needed customer service, support and issue resolution process.

Ricardo Nieves | Implementation Consultant
MSFT Dynamics CRM Implementation Consultant with more than 3 years of experience working with successful Dynamics CRM implementations in the Caribbean and North America. Focused on implementation projects of constituent relationship management for government entities like cities, counties, and agencies. Demonstrated success in introducing technology solutions to meet the changing needs of a dynamic business environment. I am currently the Implementation Consultant for OneView CRM. Recent projects include the City DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB of Columbus, OH, and Sonoma County, CA. Ricardo will lead requirements gathering, configurations and training.
https://www.linkedin.com/in/ricardo-nieves-santiago-93b60592 Hector Tosado | Technical Lead/Architect & Training Lead Héctor has more than five years of experience in the area of software development specializing in functional tests, quality, training, and technical tests.

He has vast experience in web technologies, Microsoft Dynamics CRM and the OneView CRM product. Hector also has vast experience in technical and functional training delivery. Hector’s project experience includes the OneView Product Implementation for the City of Burlington (Ontario) and Popular 360 for Banco Popular, Inc. in Puerto Rico.https://www.linkedin.com/in/hector-tosado-50158440/ Luz Rosa | Systems Integrator
Alexander is a senior product developer with more than seven years of experience in design, analysis, development and maintenance of software solutions. He utilizes analytical skills to understand business processes and requirements. He is also the president of the Institute of Computer Engineers (IICOM) of Puerto Rico. Alexander has worked on the CRM system, programming the OneView CRM product, and in implementations for the 311 of Panama, 311 of Puerto Rico, and the 311 of Costa Rica. https://www.linkedin.com/in/alexander-del-busto-72642291/ Jose Calimano | Technical Services Lead
Jose has over 20 years of experience in systems and server installation, maintenance, administration, troubleshooting, and support. He is currently responsible for technical services of product implementations and customer support. José has worked with 311 Puerto Rico, 311 Panama, Columbus Ohio, San Antonio Texas, and other cities. José will be in charge of configuring integrations and any infrastructure related requirements. https://www.linkedin.com/in/jose-calimano-a493b9206/
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB Rock Solid will be working closely with Citibot and their world-class implementation team.

Citibot Key Personnel:

Bratton Riley was brought up in a family committed to public service and is enthusiastic for the betterment of our communities. As the son of longtime Charleston Mayor Joe Riley, Bratton brings a unique perspective to understanding issues facing local governments and the barriers of citizen communication. Citibot’s mission is for all residents, regardless of income, race, or native language, to have equal access to government while helping government save time and money through high quality AI chat experiences.

Enterprise License 50 $140/user/month $ 84,000.00 Avaya integration included in project fe Team License 150 $30/user/month $ 54,000.00
Base SaaS Fee 1 $64,800 Annually $ 64,800.00
Citibot* 1 $20,600 Annually $ 20,600.00 $ 230,900.00
PowerBI Optional Add-On 1 $7,500 Annually $ 7,500.00
One-Time Implementation Fees Units Percent of License Purchase Per unit cost Project Implementation 1
Kickoff-PMO 20% 20% $ 14,830.00
Analysis 10% 0% $ 7,415.00
Design 20% 50% $ 14,830.00
Development 15% 20% $ 11,122.50
Deployment 15% 20% $ 11,122.50
Operation (Handoff/Go-Live) 20% Any remainder $ 14,830.00 Total
Maximo Integration 1 $ 10,000.00 $ 10,000.00
Avaya Integration 1
Accela Integration 1 $ 5,000.00 $ 5,000.00
Citibot Implementation 1 $ 8,900.00 $ 8,900.00 $ 110,550.00 Hours for reports and services 100 hours $ 125.00 $ 12,500.00 Grand Total Year 1 $ 341,450.00
10% Contingency $ 34,145.00
Total 1st Year Cost $ 375,595.00
Annual Reoccuring Cost (Year#2 through Year#5) $ 230,900.00 Year 2* $ 242,445.00
Year 3* $ 254,567.25
Year 4* $ 267,295.61
Year 5* $ 280,660.39
Calculation: 5% Annual Increase
* Assumption: License counts stay the same
Roseville Pricing - Worksheet
Rock Solid Pricing
Total
Subtotal
$ 74,150.00
Integrations - One Time Fees - See "notes"
No additional cost
DocuSign Envelope ID: 261196C8-EE2B-4E7F-9312-16AECFA5E8BB ORDINANCE NO. 6548

ORDINANCE OF THE COUNCIL OF THE CITY OF ROSEVILLE
AUTHORIZING CERTAIN AMENDMENTS TO THE FISCALYEAR 2022-23

BUDGET AND DECLARING THIS ORDINANCE TO BE IMMEDIATELY

EFFECTIVE AS AN APPROPRIATION MEASURE
THE CITY OF ROSEVILLE ORDAINS:

SECTION 1. The City of Roseville Annual Budget, Fiscal Year 2022-23, is hereby amended as listed on the attached budget adjustment for the Customer Relationship Management (CRM) Project.

SECTION 2. This ordinance is hereby declared to be an appropriation measure, immediately effective pursuant to the provisions of Section 5.03 of the Charter.

PASSED AND ADOPTED by the Council of the City ofRoseville, this day of , 2022, by the following vote on roll call:

AYES COUNCILMEMBERS:

NOES COUNCILMEMBERS:

ABSENT COUNCILMEMBERS:

MAYOR
ATTEST:

City Clerk
8/19/20224:34 PM
1 REQUEST FOR BUDGET ADJUSTMENT
REQUESTER NAME & TITLE: Melissa Hernandez, Business System Analyst FISCAL YEAR: 2022-23 PREPARER NAME & TITLE: Austin Murray, Management Analyst COUNCIL DATE (if applicable): 9/7/22 DEPARTMENT/DIVISION: Information Technology - Planning & Admin ORDINANCE:

EXPENDITURES/EXPENSES/TRANSFERS OUT
BUDGET ($)
Fund Account Center Project Adjustment
4101 6587 84001 500132 (250,000)
4101 6551 84001 500132 375,595
125,595

REVENUES/TRANSFERS IN
BUDGET ($)
Fund Account Center Project Adjustment
-
125,595

FUND BALANCE
BUDGET ($)
Fund Account Center Project Adjustment
4101 (125,595)
(125,595)
Justification for Budget Adjustment:

REQUESTING DEPARTMENT HEAD / DESIGNEE DATE BUDGET MANAGER / DESIGNEE DATE

CHIEF FINANCIAL OFFICER / DESIGNEE DATE CITY MANAGER / DESIGNEE DATE

POSTED BY DATE
Revised: June 24, 2019
Increase budget to cover additional cost for CRM Project TOTAL
TOTAL

ACCOUNT STRING

DESCRIPTION
Realign existing budget to move from 6587 to 6551
Utilize Fund Balance to cover additional CRM cost.

NET ADJUSTMENT

ACCOUNT STRING

DESCRIPTION
REQUIRED APPROVALS:

Signed: Hong Sae 08/19/2022
BUDGET DEPARTMENT USE ONLY:

The original budget for project 500132 (Customer Relationship Management) was $250,000. Due to increased demand for cloud platforms and inflation since initial request over 3 years ago the total cost for this project will be $375,595; an increase of $125,595. The additional funds will cover licensing fees, SaaS fees and implementation for Customer Relationship Management (CRM) Project. The IT Department has completed the competitive purchasing process to obtain pricing for this platform that will meet the City's future needs.

DESCRIPTION
TOTAL

ACCOUNT STRING

COUNCIL COMMUNICATION
CC #: 2256
File #: 0103 & 0103-05-02
Title: Unscheduled Vacancy - Parks and Recreation Commission Contact: Katrina Six 916-774-5267 [email protected] Meeting Date: 9/7/2022
Item #: 10.1.

RECOMMENDATION TO COUNCIL
Recommend Council appoint one (1) individual to the Parks & Recreation Commission to a term expiring on December 31, 2022 from the applications received from Renee Borowaik, Casey Mills, Gretchen Montes de Oca, and Kasia Williams.

BACKGROUND
An unscheduled vacancy has occurred on the Parks & Recreation Commission due to the resignation of Andrae Randolph. Recruitment and video interviews were conducted by the City Clerk Department in July and August 2022. The applications and video interviews were previously provided to the City Council for their review.

FISCAL IMPACT
Not applicable.

ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment, or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. The appointment of members to boards or commissions meets the above criteria and is not subject to CEQA. No additional environmental review is required.

CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal B - Support community engagement and advocacy
Respectfully Submitted,
Katrina Six, City Clerk Technician
Carmen Avalos, City Clerk
_____________________________
Dominick Casey, City Manager

Roseville City CouncilSeptember 7, 2022

Roseville City Council
September 7, 2022