Attachment 1 - First Amendment SAAS — Santa Rosa City Council, November 4, 2025

1 AMENDMENT
This amendment (“Amendment”) is effective as of the date of s ignature of the l ast party to sign as indicated below (“Amendment Effective Date”), by and between Tyler Technologies, Inc. wi th offices at One Tyler Drive, Yarmouth, Maine 04096 (“Tyler”) and the City of Santa Rosa, with offices at 2373 Circadian Way, Santa Rosa, California 95407 (“Client”).

WHEREAS, Tyler and the Client are parties to an agreement dated May 19, 2022 (“Agreement”); and WHEREAS, Tyler and Client desire to amend the terms of the Agreement as provided herein.

NOW THEREFORE, in consideration of the mutual promises hereinafter contained, Tyler and the Client agree as follows:

1. The items set forth in the sales quotation attached as Exhibit 1 to this Amendment are hereby added to the Agreement as of the amendment effective date. Notwithstanding anything to the contrary in Exhibit 1, the annual SaaS fees for DHD modules listed as Exhibit 1, Schedule 1, shall remain until May 31, 2026. The first annual term for the SaaS items listed in Exhibit 1 to this Amendment shall commence June 1, 2026, and end May 31, 2027. Payment of fees and costs for such items shall conform to the following terms:
a. The annual SaaS fees payable under the Agreement shall be increased in the amount of $54,181, for the Tyler Software added herein. The first year’s annual SaaS Fees shall be invoiced on June 1, 2026, for the time period commencing on such date and ending May 31, 2027. Subsequent SaaS Fees shall be invoiced in accordance with the terms of the Agreement.
b. Credit for Prepaid Maintenance and Support Fees for Migration Modules. Client will receive a credit for the maintenance and support fees prepaid for the Migration Modules f
or the time period commencing on the first day of the initial term, as set forth in Section 1 of this Amendment. Migration Modules are listed at Exhibit 1, Schedule 1. c. Unless otherwise provided herein, services identified at Exhibit 1 and added to the Agreement pursuant to this Amendment, along with applicable expenses, shall be invoiced as provided and/or incurred.

2. Support of Migration Modules. Beginning on the commencement of the initial term as set forth in Section 1 of this Amendment, and contingent upon Client’s timely payment of annual SaaS Fees f
or Tyler Evergreen Modules, Client is entitled to receive, at no additional charge, maintenance and support for the Migration Modules until Tyler makes the Tyler Evergreen Modules available for use in live production.

3. License Rights Terminate Upon Migration. When Tyler makes Tyler Software identified in the Investment Summary (the “Evergreen Modules”) and licensed pursuant to this Agreement available to the Client for use in live production, the license to the Tyler software listed in Exhibit 1, Schedule 1 (hereafter, “Migration Modules”) terminates, as do Tyler’s maintenance, support,
Attachment 1

2 and/or update obligations for such software.

4. Statement of Work (SOW) is hereby attached as Exhibit 2 to this Amendment.

5. This Amendment shall be governed by and construed in accordance with the terms and conditions of the Agreement.

6. Except as expressly indicated in this Amendment, all other terms and conditions of the Agreement shall remain in full force and effect.

IN WITNESS WHEREOF, the parties hereto have executed this Amendment as of the dates set forth below.

Tyler Technologies, Inc. Santa Rosa Fire Department, California

By: By:

Name: Name:

Title: Title:

Date: Date:

Exhibit 1

1 Exhibit 1
Investment Summary

The following Investment Summary details the software and services to be delivered by us to you under the Agreement. This Investment Summary is effective as of the Effective Date, despite any expiration date in the Investment Summary that may have lapsed as of the Effective Date.

Tyler sales quotation inserted on the following pages.

REMAINDER OF PAGE INTENTIONALLY LEFT BLANK

Exhibit 1
Schedule 1

2 Exhibit 1
Schedule 1
Migration Modules

• Digital Health Department

2024-501888-S5X1J0 CONFIDENTIAL Page 1
Quoted By: Chris Harpenau
Quote Expiration: 12/31/25
Quote Name: Fire Prevention Mobile
Sales Quotation For:

Santa Rosa Fire Department
Santa Rosa Fire Department
2373 Circadian WAY
Santa Rosa CA 95407
Phone: +1 (707) 543-3500
Tyler SaaS
Description Term Monthly Fee Users/Units Annual Fee
Enterprise Permitting & Licensing Core Software
Evergreen Environmental Health SaaS Up to 20 Users $ 2,500 1 $ 30,000 Environmental Health Suite $ 255 1 $ 3,059
Enterprise Permitting & Licensing Foundation $ 160 1 $ 1,922 Enterprise Permitting & Licensing Extensions
Environmental Health - CA CUPA and CERS 1-3 Integration $ 701 1 $ 8,407 Fire Prevention Mobile
Company Inspector Mobile (10) $ 174 10 $ 20,890
Onboard Codes - ICC (10) $ 3 10 $ 400
Sub-Total: $ 64,678
Less Discount $ 10,497
Exhibit 1
2024-501888-S5X1J0 CONFIDENTIAL Page 2
TOTAL 3.00 $ 54,181
Professional Services
Description Quantity Unit Price
Extended
Price Maintenance
Professional Services
Custom Forms/Letters 1 $ 3,000 $ 3,000 $ 0
Data Conversion Services 200 $ 250 $ 50,000 $ 0
End User Training - Remote 40 $ 200 $ 8,000 $ 0
Professional Implementation Services - Remote 60 $ 200 $ 12,000 $ 0 Project Management Services - Remote 24 $ 200 $ 4,800 $ 0 Professional Services
Setup & Configuration Services 20 $ 200 $ 4,000 $ 0
Training Services 24 $ 200 $ 4,800 $ 0
Sub-Total: $ 86,600
Less Discount: $ 50,000
TOTAL: $ 36,600 $ 0
Summary One Time Fees Recurring Fees
Exhibit 1
2024-501888-S5X1J0 CONFIDENTIAL Page 3
Total SaaS $ 54,181
Total Services $ 36,600 $ 0
Total Third-Party Hardware, Software, Services $ 0 $ 0
Summary Total $ 36,600 $ 54,181
Contract Total $ 199,143
Estimated Travel Expenses $ 1,700
Optional Tyler SaaS
Description Term Monthly Fee Users/Unit Annual Fee
Fire Prevention Mobile
Inspector Mobile (9) $ 174 9 $ 18,801
Onboard Codes - ICC (9) $ 3 9 $ 342
TOTAL 3.00 $ 19,143
Optional Professional Services
Description Quantity Unit Price
Extended
Price Maintenance
Professional Services
Configuration Training - Remote 40 $ 200 $ 8,000 $ 0
TOTAL $ 8,000 $ 0
Comments
SaaS Monthly Fees are rounded to the nearest dollar. The Annual Fee value represents the cost to the customer.

Exhibit 1
Exhibit 2
3 Exhibit 2
Statement of Work
S
tatement of Work inserted on the following pages.

City of Santa Rosa Fire Department
SOW from Tyler Technologies, Inc.
2/20/2025
P
resented to:

Kemplen Robbins
2373 Circadian Way
Santa Rosa, CA 95407
C
ontact:

Chris Harpenau
Email: [email protected]
2530 Sever Rd. NE
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | i
Table of Contents
PART 1: EXECUTIVE SUMMARY ............................................................................................................... 1 Project Overview ............................................................................................................................. 1 Introduction ........................................................................................................................................ 1 Project Goals ....................................................................................................................................... 1 Methodology ....................................................................................................................................... 1 PART 2: PROJECT FOUNDATION ............................................................................................................. 3 Project Governance ......................................................................................................................... 3 Project Scope Control ...................................................................................................................... 4 Managing Scope and Project Change ................................................................................................. 4 Change Control ................................................................................................................................... 4 Change Request Management ............................................................................................................ 4 Acceptance Process ......................................................................................................................... 6 Roles and Responsibilities ................................................................................................................ 6 Tyler Roles & Responsibilities ............................................................................................................. 6 Tyler Executive Manager ............................................................................................................. 7 Tyler Implementation Manager .................................................................................................. 7 Tyler Project Manager ................................................................................................................. 7 Tyler Implementation Consultant ............................................................................................... 8 Tyler Sales ................................................................................................................................... 8 Tyler Technical Services .............................................................................................................. 8 Tyler Basic Network Support ....................................................................................................... 9 Santa Rosa Fire Roles & Responsibilities ............................................................................................ 9 Santa Rosa Fire Executive Sponsor ............................................................................................. 9 Santa Rosa Fire Steering Committee .......................................................................................... 9 Santa Rosa Fire Project Manager .............................................................................................. 10 Santa Rosa Fire Functional Leads .............................................................................................. 11 Santa Rosa Fire Power Users ..................................................................................................... 12 Santa Rosa Fire End Users ......................................................................................................... 12 Santa Rosa Fire Technical Lead ................................................................................................. 12 Santa Rosa Fire Change Management Lead.............................................................................. 13 PART 3: PROJECT PLAN ........................................................................................................................... 14 Project Stages ................................................................................................................................. 14 Initiate and Plan ................................................................................................................................ 15 Initial Coordination ................................................................................................................... 15 Project/Phase Planning ............................................................................................................. 16 Exhibit 2

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Infrastructure Planning ............................................................................................................. 17 Stakeholder Meeting ................................................................................................................. 18 GIS Planning .............................................................................................................................. 19 Control Point 1: Initiate & Plan Stage Acceptance .................................................................... 20 Assess & Define ................................................................................................................................. 20 Solution Orientation.................................................................................................................. 20 Current & Future State Analysis ................................................................................................ 21 This work package is not applicable. ......................................................................................... 22 Conversion Assessment ............................................................................................................ 22 Control Point 2: Assess & Define Stage Acceptance ................................................................. 23 Prepare Solution ............................................................................................................................... 24 Initial System Deployment ........................................................................................................ 24 Configuration ............................................................................................................................ 25 Process Refinement .................................................................................................................. 26 Conversion Delivery .................................................................................................................. 27 This work package is not applicable. ......................................................................................... 29 Control Point 3: Prepare Solution Stage Acceptance ................................................................ 29 Production Readiness ....................................................................................................................... 29 Solution Validation .................................................................................................................... 30 Go- Live Readiness ..................................................................................................................... 31 End User Training ...................................................................................................................... 32 Control Point 4: Production Readiness Stage Acceptance ........................................................ 33 Production ......................................................................................................................................... 33 Go- Live ...................................................................................................................................... 33 Transition to Client Services ...................................................................................................... 35 Post Go-Live Activities ............................................................................................................... 35 Control Point 5: Production Stage Acceptance ......................................................................... 36 Close .................................................................................................................................................. 37 Phase Closeout .......................................................................................................................... 37 Project Closeout ........................................................................................................................ 38 Control Point 6: Close Stage Acceptance .................................................................................. 39 General Assumptions ...................................................................................................................... 39 Project ............................................................................................................................................... 39 Organizational Change Management ............................................................................................... 40 Resources and Scheduling ................................................................................................................ 40 Data ................................................................................................................................................... 40 Facilities............................................................................................................................................. 41 Glossary ......................................................................................................................................... 42 PART 4: APPENDICES ............................................................................................................................... 45 Conversion ..................................................................................................................................... 45 Data Conversion Process for Enterprise Permitting & Licensing Enterprise Server ......................... 45 Overview ................................................................................................................................... 45 Exhibit 2

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Modularized Design .................................................................................................................. 45 Required Fields .......................................................................................................................... 45 Custom Fields (any fields not available in the master table for the module in question) ........ 45 Gap Handling (where legacy data doesn’t fit anywhere within EG_Template) ........................ 46 Contacts .................................................................................................................................... 46 Multiple Legacy Data Sources ................................................................................................... 46 Overall Architecture of Conversion ........................................................................................... 46 Progression of Conversion Development Process .................................................................... 48 Progression of Final Conversion Cutover Process (Go-Live) ..................................................... 49 Data Import Areas ..................................................................................................................... 49 Additional Appendices ................................................................................................................ 52 This work package is not applicable.................................................................................................. 52 Project Timeline .......................................................................................................................... 53 Environmental Health Implementation Timeline ............................................................................. 53

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 1
Part 1: Executive Summary
Project Overview
Introduction
Tyler Technologies (“Tyler”) is the largest and most established provider of integrated software and technology services focused solely on the public sector. Tyler’s end-to-end solutions empower public sector entities including local, state, provincial and federal government, to operate more efficiently and connect more transparently with their constituents and with each other. By connecting data and processes across disparate systems, Tyler’s solutions transform how clients gain actionable insights that solve problems in their communities.

Project Goals
This Statement of Work (“SOW”) documents the methodology, implementation stages, activities, and roles and responsibilities, and project scope listed in the Investment Summary of the Agreement between Tyler and the Santa Rosa Fire (collectively the “Project”).

The overall goals of the project are to:
 Successfully implement the contracted scope on time and on budget  Increase operational efficiencies and empower users to be more productive  Improve accessibility and responsiveness to external and internal customer needs  Overcome current challenges and meet future goals
 Streamlining business processes through automation, integration, and workflows  Provide a single, comprehensive, and integrated solution to manage business functions  Provide a user-friendly user interface to promote system use and productivity  Migrate from legacy DHD software to Enterprise Environmental Health/CUPA Methodology
This is accomplished by the Santa Rosa Fire and Tyler working as a partnership and Tyler utilizing its depth of implementation experience. While each Project is unique, all will follow Tyler’s six-stage methodology. Each of the six stages is comprised of multiple work packages, and each work package includes a narrative description, objectives, tasks, inputs, outputs/deliverables, assumptions, and a responsibility matrix.

Tailored specifically for Tyler’s public sector clients, the project methodology contains Stage Acceptance Control Points throughout each Phase to ensure adherence to scope, budget, timeline controls, effective communications, and quality standards. Clearly defined, the project methodology repeats consistently across Phases, and is scaled to meet the Santa Rosa Fire’s complexity and organizational needs.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 2

The methodology adapts to both single-phase and multiple-phase projects.

To achieve Project success, it is imperative that both the Santa Rosa Fire and Tyler commit to including the necessary leadership and governance. During each stage of the Project, it is expected that the Santa Rosa Fire and Tyler Project teams work collaboratively to complete tasks. An underlying principle of Tyler’s Implementation process is to employ an iterative model where the Santa Rosa Fire’s business processes are assessed, configured, validated, and refined cyclically in line with the project budget. This approach is used in multiple stages and work packages as illustrated in the graphic below.

The delivery approach is systematic, which reduces variability and mitigates risks to ensure Project success. As illustrated, some stages, along with work packages and tasks, are intended to be overlapping by nature to complete the Project efficiently and effectively.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 3
Part 2: Project Foundation
Project Governance
Project governance is the management framework within which Project decisions are made. The role of Project governance is to provide a decision-making approach that is logical, robust, and repeatable. This allows organizations to have a structured approach for conducting its daily business in addition to project related activities.

This section outlines the resources required to meet the business needs, objectives, and priorities for the Project, communicate the goals to other Project participants, and provide support and guidance to accomplish these goals. Project governance defines the structure for escalation of issues and risks, Change Control review and authority, and Organizational Change Management activities. Throughout the Statement of Work Tyler has provided RACI Matrices for activities to be completed throughout the implementation which will further outline responsibilities of different roles in each stage. Further refinement of the governance structure, related processes, and specific roles and responsibilities occurs during the Initiate & Plan Stage.

The chart below illustrates an overall team perspective where Tyler and the Santa Rosa Fire collaborate to resolve Project challenges according to defined escalation paths. If project managers do not possess authority to determine a solution, resolve an issue, or mitigate a risk, Tyler implementation management and the Santa Rosa Fire Steering Committee become the escalation points to triage responses prior to escalation to the Santa Rosa Fire and Tyler executive sponsors. As part of the escalation process, each Project governance tier presents recommendations and supporting information to facilitate knowledge transfer and issue resolution.

The Santa Rosa Fire and Tyler executive sponsors serve as the final escalation point.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 4
Project Scope Control
Managing Scope and Project Change
Project Management governance principles contend that there are three connected constraints on a Project:
budget, timeline, and scope. These constraints, known as the “triple constraints” or project management triangle, define budget in terms of financial cost, labor costs, and other resource costs. Scope is defined as the work performed to deliver a product, service or result with the specified features and functions, while time is simply defined as the schedule. The Triple Constraint theory states that if you change one side of the triangle, the other two sides must be correspondingly adjusted. For example, if the scope of the Project is increased, cost and time to complete will also need to increase. The Project and executive teams will need to remain cognizant of these constraints when making impactful decisions to the Project. A simple illustration of this triangle is included here, showing the connection of each item and their relational impact to the overall Scope.

A pillar of any successful project is the ability to properly manage scope while allowing the appropriate level of flexibility to incorporate approved changes. Scope and changes within the project will be managed using the change control process outlined in the following section.

Change Control
It may become necessary to change the scope of this Project due to unforeseeable circumstances (e.g., new constraints or opportunities are discovered). This Project is being undertaken with the understanding that Project scope, schedule, and/or cost may need to change to produce optimal results for stakeholders.

Changes to contractual requirements will follow the change control process specified in the final contract, and as described below.

Change Request Management
Should the need for a change to Project scope, schedule, and/or cost be identified during the Project, the change will be brought to the attention of the Steering Committee and an assessment of the change will occur. While such changes may result in additional costs and delays relative to the schedule, some changes may result in less cost to the Santa Rosa Fire; for example, the Santa Rosa Fire may decide it no longer needs a deliverable originally defined in the Project. The Change Request will include the following information:

Exhibit 2

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 The nature of the change.
 A good faith estimate of the additional cost or associated savings to the Santa Rosa Fire, if any.  The timetable for implementing the change.
 The effect on and/or risk to the schedule, resource needs or resource responsibilities.

The Santa Rosa Fire will use its good faith efforts to either approve or disapprove any Change Request within ten (10) Business Days (or other period as mutually agreeable between Tyler and the Santa Rosa Fire). Any changes to the Project scope, budget, or timeline must be documented and approved in writing using a Change Request form. These changes constitute a formal amendment to the Statement of Work and will supersede any conflicting term in the Statement of Work.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 6
Acceptance Process
The implementation of a Project involves many decisions to be made throughout its lifecycle. Decisions will vary from higher level strategy decisions to smaller, detailed Project level decisions. It is critical to the success of the Project that each Santa Rosa Fire office or department designates specific individuals for making decisions on behalf of their offices or departments.

Both Tyler and the Santa Rosa Fire will identify representative project managers. These individuals will represent the interests of all stakeholders and serve as the primary contacts between the two organizations.

The coordination of gaining Santa Rosa Fire feedback and approval on Project deliverables will be critical to the success of the Project. The Santa Rosa Fire project manager will strive to gain deliverable and decision approvals from all authorized Santa Rosa Fire representatives. Given that the designated decision-maker for each department may not always be available, there must be a designated proxy for each decision point in the Project. Assignment of each proxy will be the responsibility of the leadership from each Santa Rosa Fire department. The proxies will be named individuals that have the authorization to make decisions on behalf of their department.

The following process will be used for accepting Deliverables and Control Points:
 The Santa Rosa Fire shall have five (5) business days from the date of delivery, or as otherwise mutually agreed upon by the parties in writing, to accept each Deliverable or Control Point. If the Santa Rosa Fire does not provide acceptance or acknowledgement within five (5) business days, or the otherwise agreed upon timeframe, not to be unreasonably withheld, Tyler deems the Deliverable or Control Point as accepted.
 If the Santa Rosa Fire does not agree the Deliverable or Control Point meets requirements, the Santa Rosa Fire shall notify Tyler project manager(s), in writing, with reasoning within five (5) business days, or the otherwise agreed-upon timeframe, not to be unreasonably withheld, of receipt of the Deliverable.
 Tyler shall address any deficiencies and redeliver the Deliverable or Control Point. The Santa Rosa Fire shall then have two (2) business days from receipt of the redelivered Deliverable or Control Point to accept or again submit written notification of reasons for rejecting the milestone. If the Santa Rosa Fire does not provide acceptance within two (2) business days, or the otherwise agreed upon timeframe, not to be unreasonably withheld, Tyler deems the Deliverable or Control Point as accepted.

Roles and Responsibilities
The following defines the roles and responsibilities of each Project resource for the Santa Rosa Fire and Tyler.

Roles and responsibilities may not follow the organizational chart or position descriptions at the Santa Rosa Fire, but are roles defined within the Project. It is common for individual resources on both the Tyler and Santa Rosa Fire project teams to fill multiple roles. Similarly, it is common for some roles to be filled by multiple people.

Tyler Roles & Responsibilities
Tyler assigns a project manager prior to the start of each Phase of the Project (some Projects may only be one Phase in duration). Additional Tyler resources are assigned as the schedule develops and as needs arise.

Exhibit 2

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Tyler Executive Manager
Tyler executive management has indirect involvement with the Project and is part of the Tyler escalation process. This team member offers additional support to the Project team and collaborates with other Tyler department managers as needed to escalate and facilitate implementation Project tasks and decisions.  Provides clear direction for Tyler staff on executing on the Project Deliverables to align with satisfying the Santa Rosa Fire ’s overall organizational strategy.  Authorizes required Project resources.
 Resolves all decisions and/or issues not resolved at the implementation management level as part of the escalation process.
 Acts as the counterpart to the Santa Rosa Fire ’s executive sponsor.

Tyler Implementation Manager
 Tyler implementation management has indirect involvement with the Project and is part of the Tyler escalation process. The Tyler project managers consult implementation management on issues and outstanding decisions critical to the Project. Implementation management works toward a solution with the Tyler Project Manager or with Santa Rosa Fire management as appropriate. Tyler executive management is the escalation point for any issues not resolved at this level.  Assigns Tyler Project personnel.
 Provides support for the Project team.
 Provides management support for the Project to ensure it is staffed appropriately and staff have necessary resources.
 Monitors Project progress including progress towards agreed upon goals and objectives.

Tyler Project Manager
 The Tyler project manager(s) provides oversight of the Project, coordination of Tyler resources between departments, management of the Project budget and schedule, effective risk, and issue management, and is the primary point of contact for all Project related items. As requested by the Santa Rosa Fire, the Tyler Project Manager provides regular updates to the Santa Rosa Fire Steering Committee and other Tyler governance members. Tyler Project Manager’s role includes responsibilities in the following areas:

Contract Management
 Validates contract compliance throughout the Project.  Ensures Deliverables meet contract requirements.
 Acts as primary point of contact for all contract and invoicing questions.  Prepares and presents contract milestone sign-offs for acceptance by the Santa Rosa Fire project manager(s).
 Coordinates Change Requests, if needed, to ensure proper Scope and budgetary compliance.

Planning
 Delivers project planning documents.
 Defines Project tasks and resource requirements.
 Develops initial Project schedule and Project Management Plan.

Exhibit 2

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 Collaborates with the Santa Rosa Fire project manager(s) to plan and schedule Project timelines to achieve on-time implementation.

Implementation Management
 Tightly manages Scope and budget of Project to ensure Scope changes and budget planned versus actual are transparent and handled effectively and efficiently.  Establishes and manages a schedule and Tyler resources that properly support the Project Schedule and are also in balance with Scope/budget.
 Establishes risk/issue tracking/reporting process between the Santa Rosa Fire and Tyler and takes all necessary steps to proactively mitigate these items or communicate with transparency to the Santa Rosa Fire any items that may impact the outcomes of the Project.  Collaborates with the Santa Rosa Fire ’s project manager(s) to establish key business drivers and success indicators that will help to govern Project activities and key decisions to ensure a quality outcome of the project.
 Collaborates with the Santa Rosa Fire ’s project manager(s) to set a routine communication plan that will aide all Project team members, of both the Santa Rosa Fire and Tyler, in understanding the goals, objectives, status, and health of the Project.

Resource Management
 Acts as liaison between Project team and Tyler manager(s).  Identifies and coordinates all Tyler resources across all applications, Phases, and activities including development, forms, installation, reports, implementation, and billing.  Provides direction and support to Project team.
 Manages the appropriate assignment and timely completion of tasks as defined in the Project Schedule, task list, and Go-Live Checklist.
 Assesses team performance and adjusts as necessary.
 Consulted on in Scope 3rd party providers to align activities with ongoing Project tasks.

Tyler Implementation Consultant
 Completes tasks as assigned by the Tyler project manager(s).  Documents activities for services performed by Tyler.  Guides the Santa Rosa Fire through software validation process following configuration.  Assists during Go-Live process and provides support until the Santa Rosa Fire transitions to Client Services.
 Facilitates training sessions and discussions with the Santa Rosa Fire and Tyler staff to ensure adequate discussion of the appropriate agenda topics during the allotted time.  May provide conversion review and error resolution assistance.

Tyler Sales
 Supports Sales to Implementation knowledge transfer during Initiate & Plan.  Provides historical information, as needed, throughout implementation.  Participates in pricing activities if additional licensing and/or services are needed.

Tyler Technical Services
 Maintains Tyler infrastructure requirements and design document(s).  Involved in system infrastructure planning/review(s).

Exhibit 2

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 Provides first installation of licensed software with initial database on servers.  Supports and assists the project team with technical/environmental issues/needs.  Deploys Tyler products.
 Conducts GIS Planning.
 Reviews GIS data and provides feedback to the Santa Rosa Fire.  Loads Santa Rosa Fire provided GIS data into the system.

Tyler Basic Network Support
 Manages incoming Santa Rosa Fire issues via phone, email, online customer incident portal, and from Client Services.
 Provides system support including remote support of Santa Rosa Fire systems, operating systems, network and local printing, and SQL assistance for the systems and platform directly attributable to the Tyler Applications.
 Tracks issues to timely and effective resolution.
 Determines root cause and provides solutions or direction/escalation to Tyler Development.  Consults on pre-sales regarding system requirements.

1.1.1.1 Tyler Disaster Recovery Support
 Conducts and monitors nightly backups of the Santa Rosa Fire databases at hosting facility and transfers nightly backups to Tyler’s data center.
 Provides services to host application in the event of a disaster.

Santa Rosa Fire Roles & Responsibilities
Santa Rosa Fire resources will be assigned prior to the start of each Phase of the Project. One person may be assigned to multiple Project roles.

Santa Rosa Fire Executive Sponsor
The Santa Rosa Fire executive sponsor provides support to the Project by providing strategic direction and communicating key issues about the Project and its overall importance to the organization. When called upon, the executive sponsor also acts as the final authority on all escalated Project issues. The executive sponsor engages in the Project, as needed, to provide necessary support, oversight, guidance, and escalation, but does not participate in day-to-day Project activities. The executive sponsor empowers the Santa Rosa Fire steering committee, project manager(s), and functional leads to make critical business decisions for the Santa Rosa Fire.
 Champions the project at the executive level to secure buy-in.  Authorizes required project resources.
 Actively participates in organizational change communications.

Santa Rosa Fire Steering Committee
The Santa Rosa Fire steering committee understands and supports the cultural change necessary for the Project and fosters an appreciation for the Project’s value throughout the organization. The steering committee oversees the Santa Rosa Fire project manager and Project through participation in regular internal meetings. The Santa Rosa Fire steering committee remains updated on all Project progress, Project decisions, Exhibit 2

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and achievement of Project milestones. The Santa Rosa Fire steering committee also serves as primary level of issue resolution for the Project.
 Works to resolve all decisions and/or issues not resolved at the project manager level as part of the escalation process.
 Attends all scheduled steering committee meetings.
 Provides support for the project team.
 Assists with communicating key project messages throughout the organization.  Prioritizes the project within the organization.
 Ensures the project staffed appropriately and that staff have necessary resources.  Monitors project progress including progress towards agreed upon goals and objectives.  Has the authority to approve or deny changes impacting the following areas:
o Cost
o Scope
o Schedule
o Project Goals
o Santa Rosa Fire Policies
o Needs of other client projects
Santa Rosa Fire Project Manager
The Santa Rosa Fire shall assign project manager(s) prior to the start of this project with overall responsibility and authority to make decisions related to Project Scope, scheduling, and task assignment. The Santa Rosa Fire Project Manager should communicate decisions and commitments to the Tyler project manager(s) in a timely and efficient manner. When the Santa Rosa Fire project manager(s) do not have the knowledge or authority to make decisions, he or she engages the necessary resources to participate in discussions and make decisions in a timely fashion to avoid Project delays. The Santa Rosa Fire project manager(s) are responsible for reporting to the Santa Rosa Fire steering committee and determining appropriate escalation points.

Contract Management
 Validates contract compliance throughout the project.  Ensures that invoicing and Deliverables meet contract requirements.  Acts as primary point of contact for all contract and invoicing questions. Collaborates on and approves Change Requests, if needed, to ensure proper scope and budgetary compliance.

Planning
 Reviews and accepts project planning documents.
 Defines project tasks and resource requirements for the Santa Rosa Fire project team.  Collaborates in the development and approval of the project schedule.  Collaborates with Tyler project manager(s) to plan and schedule project timelines to achieve on-time implementation.

Implementation Management
 Tightly manages project budget and scope.
 Collaborates with Tyler project manager(s) to establish a process and approval matrix to ensure that scope changes and budget (planned versus actual) are transparent and handled effectively and efficiently.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 11
 Collaborates with Tyler project manager to establish and manage a schedule and resource plan that properly supports the project schedule as a whole and is also in balance with scope and budget.  Collaborates with Tyler project manager(s) to establish risk and issue tracking and reporting process between the Santa Rosa Fire and Tyler and takes all necessary steps to proactively mitigate these items or communicate with transparency to Tyler any items that may impact the outcomes of the project.
 Collaborates with Tyler project manager(s) to establish key business drivers and success indicators that will help to govern project activities and key decisions to ensure a quality outcome of the project.  Routinely communicates with both the Santa Rosa Fire staff and Tyler, aiding in the understanding of goals, objectives, current status, and health of the project by all team members.  Manages the requirements gathering process and ensure timely and quality business requirements are being provided to Tyler.

Resource Management
 Acts as liaison between project team and stakeholders.  Identifies and coordinates all Santa Rosa Fire resources across all modules, phases, and activities including data conversions, forms design, hardware and software installation, reports building, and satisfying invoices.
 Provides direction and support to project team.
 Builds partnerships among the various stakeholders, negotiating authority to move the project forward.
 Manages the appropriate assignment and timely completion of tasks as defined.  Assesses team performance and takes corrective action, if needed.  Provides guidance to Santa Rosa Fire technical teams to ensure appropriate response and collaboration with Tyler Technical Support Teams to ensure timely response and appropriate resolution.
 Owns the relationship with in-Scope 3rd party providers and aligns activities with ongoing project tasks.
 Ensures that users have appropriate access to Tyler project toolsets as required.  Conducts training on proper use of toolsets.
 Validates completion of required assignments using toolsets.

Santa Rosa Fire Functional Leads
 Makes business process change decisions under time sensitive conditions.  Communicates existing business processes and procedures to Tyler consultants.  Assists in identifying business process changes that may require escalation.  Contributes business process expertise for Current & Future State Analysis.  Identifies and includes additional subject matter experts to participate in Current & Future State Analysis.
 Validates that necessary skills have been retained by end users.  Provides End Users with dedicated time to complete required homework tasks.  Acts as an ambassador/champion of change for the new process and provide business process change support.
 Identifies and communicates any additional training needs or scheduling conflicts to the Santa Rosa Fire project manager.
 Actively participates in all aspects of the implementation, including, but not limited to, the following key activities:
o Task completion
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 12
o Stakeholder Meeting
o Project Management Plan development
o Schedule development
o Maintenance and monitoring of risk register
o Escalation of issues
o Communication with Tyler project team
o Coordination of Santa Rosa Fire resources
o Attendance at scheduled sessions
o Change management activities
o Modification specification, demonstrations, testing and approval assistance o Data analysis assistance
o Decentralized end user training
o Process testing
o Solution Validation
Santa Rosa Fire Power Users
 Participate in project activities as required by the project team and project manager(s).  Provide subject matter expertise on the Santa Rosa Fire business processes and requirements.  Act as subject matter experts and attend Current & Future State Analysis sessions as needed.  Attend all scheduled training sessions.
 Participate in all required post-training processes as needed throughout project.  Test all application configuration to ensure it satisfies business process requirements.  Become application experts.
 Participate in Solution Validation.
 Adopt and support changed procedures.
 Complete all deliverables by the due dates defined in the project schedule.  Demonstrate competency with Tyler products processing prior to Go-live.  Provide knowledge transfer to the Santa Rosa Fire staff during and after implementation.  Participate in conversion review and validation.

Santa Rosa Fire End Users
 Attend all scheduled training sessions.
 Become proficient in application functions related to job duties.  Adopt and utilize changed procedures.
 Complete all deliverables by the due dates defined in the project schedule.  Utilize software to perform job functions at and beyond Go-live.

Santa Rosa Fire Technical Lead
 Coordinates updates and releases with Tyler as needed.  Coordinates the copying of source databases to training/testing databases as needed for training days.
 Coordinates and adds new users, printers and other peripherals as needed.  Validates that all users understand log-on process and have necessary permission for all training sessions.
 Coordinates interface development for Santa Rosa Fire third party interfaces.  Develops or assists in creating reports as needed.
 Ensures on-site system meets specifications provided by Tyler.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 13
 Assists with software installation as needed.
 Extracts and transmits conversion data and control reports from the Santa Rosa Fire’s legacy system per the conversion schedule set forth in the project schedule.

Santa Rosa Fire GIS
 Participates in GIS planning activities.
 Responsible for management and maintenance of Santa Rosa Fire GIS infrastructure and data.  Ensures GIS data/service endpoints are in alignment with Tyler software requirements.  Provides Tyler implementation team with GIS data/service access information.

Santa Rosa Fire Upgrade Coordination
 Becomes familiar with the software upgrade process and required steps.  Becomes familiar with Tyler’s releases and updates.
 Utilizes Tyler resources to stay abreast of the latest Tyler releases and updates, as well as the latest helpful tools to manage the Santa Rosa Fire’s software upgrade process.  Assists with the software upgrade process during implementation.  Manages software upgrade activities post-implementation.  Manages software upgrade plan activities.
 Coordinates software upgrade plan activities with Santa Rosa Fire and Tyler resources.  Communicates changes affecting users and department stakeholders.  Obtains department stakeholder acceptance to upgrade production environment.

Santa Rosa Fire Change Management Lead
 Validates that users receive timely and thorough communication regarding process changes.  Provides coaching to supervisors to prepare them to support users through the project changes.  Identifies the impact areas resulting from project activities and develops a plan to address them proactively.
 Identifies areas of resistance and develops a plan to reinforce the change.  Monitors post-production performance and new process adherence.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 14
Part 3: Project Plan
Project Stages
Work Breakdown Structure
The Work Breakdown Structure (WBS) is a hierarchical representation of a Project or Phase broken down into smaller, more manageable components. The top-level components are called “Stages” and the second level components are called “Work Packages”. The work packages, shown below each stage, contain the high-level work to be done. The detailed Project Schedule, developed during Project/Phase Planning and finalized during subsequent stages, lists the tasks to be completed within each work package. Each stage ends with a “Control Point”, confirming the work performed during that stage of the Project has been accepted by the Santa Rosa Fire.

Work Breakdown Structure (WBS)

1. Initiate &
Plan

2. Assess &
Define

3. Prepare
Solution

4. Production
Readiness 5. Production 6. Close

1.1 Initial
Coordination

2.1 Solution
Orientation

3.1 Initial System
Deployment

4.1 Solution
Validation

5.1 Go Live

6.1 Phase Close
Out

1.2 Project/Phase
Planning

2.2 Current & Future
State Analysis

3.2 Configuration

4.2 Go Live
Readiness

5.2 Transition to
Client Services

6.2 Project Close
Out

1.3 Infrastructure
Planning

2.3 Modification
Analysis

3.3 Process
Refinement

4.3 End User
Training

5.3 Post Go Live
Activities

1.4 Stakeholder
Meeting

2.4 Conversion
Assessment

3.4 Conversion
Delivery

1.5 GIS Planning*

2.5 Data Assessment

3.5 Data Delivery

3.6 Modifications*

*Items noted with an asterisk in the graphic above relate to specific products and services. If those products and services are not included in the scope of the contract, these specific work packages will be noted as “This work package is not applicable” in Section 6 of the Statement of Work.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 15
Initiate and Plan
The Initiate and Plan stage involves Project initiation, infrastructure, and planning. This stage creates a foundation for the Project by identifying and establishing sequence and timing for each Phase as well as verifying scope for the Project. This stage will be conducted at the onset of the Project, with a few unique items being repeated for the additional Phases as needed.

Initial Coordination
Prior to Project commencement, Tyler management assigns project manager(s). Additional Project resources will be assigned later in the Project as a Project schedule is developed. Tyler provides the Santa Rosa Fire with initial Project documents used to gather names of key personnel, their functional role as it pertains to the Project, as well as any blackout dates to consider for future planning. the Santa Rosa Fire gathers the information requested by the provided deadline ensuring preliminary planning and scheduling can be conducted moving the Project forward in a timely fashion. Internally, the Tyler Project Manager(s) coordinate with sales to ensure transfer of vital information from the sales process prior to scheduling a Project Planning Meeting with the Santa Rosa Fire’s team. During this step, Tyler will work with the Santa Rosa Fire to establish the date(s) for the Project and Phase Planning session.

Objectives:
 Formally launch the project.
 Establish project governance.
 Define and communicate governance for Tyler.
 Identify Santa Rosa Fire project team.

STAGE 1 Initial Coordination
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
Department Heads
End Users
Technical Leads
Tyler project team is assigned A R C I I I I I I
Santa Rosa Fire project team is
assigned

A I R I I I
Provide initial project
documents to the Santa Rosa
Fire

A R C C I I
Gather preliminary information
requested

I A R C C C C
Sales to implementation
knowledge transfer

A R I I I I I
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 16
Create Project Portal to store
project artifacts and facilitate
communication

A R I

Inputs Contract documents
Statement of Work

Outputs/Deliverables Working initial project documents
Project portal

Work package assumptions:
 Project activities begin after the agreement has been fully executed.

Project/Phase Planning
Project and Phase planning provides an opportunity to review the contract, software, data conversions and services purchased, identify applications to implement in each Phase (if applicable), and discuss implementation timeframes.

During this work package Tyler will work with the Santa Rosa Fire to coordinate and plan a formal Project planning meeting(s). This meeting signifies the start of the Project and should be attended by all Santa Rosa Fire Project team members and the Tyler Project Manager. The meeting provides an opportunity for Tyler to introduce its implementation methodology, terminology, and Project management best practices to the Santa Rosa Fire’s Project Team. This will also present an opportunity for project managers and Project sponsors to begin to discuss Project communication, metrics, status reporting and tools to be used to measure Project progress and manage change.

Tyler will work with the Santa Rosa Fire Project Team to prepare and deliver the Project Management Plan as an output of the planning meeting. This plan will continue to evolve and grow as the Project progresses and will describe how the project will be executed, monitored, and controlled.

During project planning, Tyler will introduce the tools that will be used throughout the implementation. Tyler will familiarize the Santa Rosa Fire with these tools during project planning and make them available for review and maintenance as applicable throughout the project. Some examples are Solution validation plan, issue log, and go-live checklist.

STAGE 1 Project/Phase Planning
Tyler Santa Rosa Fire
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 17
RACI MATRIX KEY:

A R I C C I
Develop Project
Management Plan

A R I C C I
Develop initial
project schedule

A R I I I I I I C C I I C I

Inputs Contract documents
Statement of Work
Guide to Starting Your Project

Outputs / Deliverables Acceptance Criteria [only] for Deliverables Project Management Plan Delivery of document
Project Operational Plan Delivery of document
Initial Project Schedule Santa Rosa Fire provides acceptance of schedule based on resource availability,
project budget, and goals.

Work package assumptions:
 Santa Rosa Fire has reviewed and completed the Guide to Starting Your Project document.

Infrastructure Planning
Procuring required hardware and setting it up properly is a critical part of a successful implementation. Tyler will be responsible for building the environments for a hosted/SaaS deployment, unless otherwise identified in the Agreement. . The Santa Rosa Fire is responsible for the installation, setup and maintenance of all peripheral devices.

Objectives:
 Ensure the Santa Rosa Fire’s infrastructure meets Tyler’s application requirements.  Ensure the Santa Rosa Fire’s infrastructure is scheduled to be in place and available for use on time.

STAGE 1 Infrastructure Planning
Tyler Santa Rosa Fire
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 18
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts
(Power Users)
Department Heads
End Users
Technical Leads
Initial Infrastructure
Communication A R C C C C
Schedule
Environment
Availability

A R C I

Inputs Initial Infrastructure Requirements

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Completed Infrastructure Requirements Delivery of Requirements

Stakeholder Meeting
Communication of the Project planning outcomes to the Santa Rosa Fire Project team, executives and other key stakeholders is vital to Project success. The Stakeholder meeting is a strategic activity to inform, engage, gain commitment, and instill confidence in the Santa Rosa Fire team. During the meeting, the goals and objectives of the Project will be reviewed along with detail on Project scope, implementation methodology, roles and responsibilities, Project timeline and schedule, and keys to Project success.

Objectives:
 Formally present and communicate the project activities and timeline.  Communicate project expectations.

STAGE 1 Stakeholder Meeting
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Create Stakeholder
Meeting Presentation I A R I I I I C I
Review Stakeholder
Meeting Presentation I C A R C
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 19
Perform Stakeholder
Meeting Presentation I A R I I I I C I I I I I I

Inputs Agreement
SOW
Project Management Plan

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Stakeholder Meeting Presentation

Work package assumptions:
 None
GIS Planning
GIS data is a core part of many Tyler applications. Other Santa Rosa Fire offices/products may also use this data and have different GIS requirements. A key focus of this preparation will be the process for developing the GIS data for use with Tyler applications. This can be an iterative process, so it is important to begin preparation early.

Objectives:
 Identify all Santa Rosa Fire GIS data sources and formats.  Tyler to understand the Santa Rosa Fire’s GIS needs and practices.  Ensure the Santa Rosa Fire’s GIS data meets Tyler product requirements.

STAGE 1 GIS Preparation
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Initial GIS Planning
Meeting A R C C C
Determine all GIS Data
Sources I I A R C
Provide Source GIS Data I I A R C Review GIS Data and
Provide Feedback A R C I C

Inputs GIS Requirements Document
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 20

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Production Ready Map Data Meets Tyler GIS Requirements.

Work package assumptions:
 GIS data provided to Tyler is accurate and complete.
 GIS data provided to Tyler is current.
 Santa Rosa Fire is responsible for maintaining the GIS data.

Control Point 1: Initiate & Plan Stage Acceptance
Acceptance criteria for this stage includes completion of all criteria listed below.

Note: Advancement to the Assess & Define stage is not dependent upon Tyler’s receipt of this stage acceptance.

Initiate & Plan Stage Deliverables:
 Project Management Plan
 Initial Project Schedule
Initiate & Plan stage acceptance criteria:
 All stage deliverables accepted based on acceptance criteria previously defined  Project governance defined
 Project portal made available to the Santa Rosa Fire
 Stakeholder meeting complete
 GIS Data Production Ready
 Completed Infrastructure Requirements and Design Document  System Passes Infrastructure Audit (as applicable)
Assess & Define
The Assess & Define stage will provide an opportunity to gather information related to current Santa Rosa Fire business processes. This information will be used to identify and define business processes utilized with Tyler software. The Santa Rosa Fire collaborates with Tyler providing complete and accurate information to Tyler staff and assisting in analysis, understanding current workflows and business processes.

Solution Orientation
The Solution Orientation provides the Project stakeholders a high-level understanding of the solution functionality prior to beginning the current and future state analysis. The primary goal is to establish a foundation for upcoming conversations regarding the design and configuration of the solution.

Tyler utilizes a variety of tools for the Solution Orientation, focusing on Santa Rosa Fire team knowledge transfer such as: eLearning, documentation, or walkthroughs. The Santa Rosa Fire team will gain a better understanding of the major processes and focus on data flow, the connection between configuration options and outcome, integration, and terminology that may be unique to Tyler’s solution.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 21
Objectives:
 Provide a basic understanding of system functionality.  Prepare the Santa Rosa Fire for current and future state analysis.

STAGE 2 Solution Orientation
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Provide pre-requisites A R I I I I I Complete pre-requisites A R C C Conduct orientation A R I I I I I

Inputs Solution orientation materials
Training Plan

Current & Future State Analysis
The Current & Future State Analysis provides the Project stakeholders and Tyler an understanding of process changes that will be achieved with the new system.

The Santa Rosa Fire and Tyler will evaluate current state processes, options within the new software, pros and cons of each based on current or desired state and make decisions about the future state configuration and processing. This may occur before or within the same timeframe as the configuration work package. The options within the new software will be limited to the scope of this implementation and will make use of standard Tyler functionality.

The Santa Rosa Fire will adopt the existing Tyler solution wherever possible to avoid project schedule and quality risk from over customization of Tyler products. It is the Santa Rosa Fire’s responsibility to verify that in- scope requirements are being met throughout the implementation if functional requirements are defined as part of the contract. The following guidelines will be followed when evaluating if a modification to the product is required:
 A reasonable business process change is available.
 Functionality exists which satisfies the requirement.  Configuration of the application satisfies the requirement.  An in-scope modification satisfies the requirement.

Requirements that are not met will follow the agreed upon change control process and can have impacts on the project schedule, scope, budget, and resource availability.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 22
STAGE 2 Current & Future State Analysis
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Current State process
review A R I I I C C C C C
Discuss future-state
options A R C C C C C C C C
Make future-state
decisions (non-COTS) C C C C C A R I C C
Document anticipated
configuration options
required to support
future state

A R C C C I I I I I

Inputs Santa Rosa Fire current state documentation
Solution Orientation completion

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Documentation that describes future-state
decisions and configuration options to support
future-state decisions.

Delivery of document

Work package assumptions:
 Santa Rosa Fire attendees possess sufficient knowledge and authority to make future state decisions.  The Santa Rosa Fire is responsible for any documentation of current state business processes.  The Santa Rosa Fire can effectively communicate current state processes.

This work package is not applicable.

Conversion Assessment
Data Conversions are a major effort in any software implementation. Tyler’s conversion tools facilitate the predictable, repeatable conversion process that is necessary to support a successful transition to the Tyler system. The first step in this process is to perform an assessment of the existing (“legacy”) system(s), to better understand the source data, risks, and options available. Once the data has been analyzed, the plan for data conversion is completed and communicated to the appropriate stakeholders.

Objectives:

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 23
 Communicate a common understanding of the project goals with respect to data.  Ensure complete and accurate source data is available for review/transfer.  Map the data from the source to the Tyler system.
 Document the data conversion/loading approach.

STAGE 2 Data Conversion Assessment
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Extract Data from
Source Systems I C A R
Review and Scrub
Source Data I I I A R C I
Build/Update Data
Conversion Plan R C C C I I I I

Inputs Santa Rosa Fire Source data
Santa Rosa Fire Source data Documentation (if available)

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Data Conversion Plan built/updated Santa Rosa Fire Acceptance of Data Conversion Plan, if Applicable

Work package assumptions:
 Tyler will be provided with data from the Legacy system(s) in a mutually agreed upon format.  Tyler will work with the Santa Rosa Fire representatives to identify business rules before writing the conversion.
 Santa Rosa Fire subject matter experts and resources most familiar with the current data will be involved in the data conversion planning effort.

Control Point 2: Assess & Define Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below.

Note: Ad vancement to the Prepare Solution Stage is dependent upon Tyler’s receipt of the Stage Acceptance.

Assess & Define Stage Deliverables:

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 24
 Documentation of future state decisions and configuration options to support future state decisions.  Modification specification document.
 Assess & Define Stage Acceptance Criteria:
 All stage deliverables accepted based on criteria previously defined.  Solution Orientation is delivered.
 Conversion data extracts are received by Tyler.
 Data conversion plan built.

Prepare Solution
During the Prepare Solution stage, information gathered during the Initiate & Plan and Assess & Define stages will be used to install and configure the Tyler software solution. Software configuration will be validated by the Santa Rosa Fire against future state decisions defined in previous stages and processes refined as needed to ensure business requirements are met.

Initial System Deployment
The timely availability of the Tyler Solution is important to a successful Project implementation. The success and timeliness of subsequent work packages are contingent upon the initial system deployment of Tyler Licensed Software on an approved network and infrastructure. Delays in executing this work package can affect the project schedule.

Objectives:
 All licensed software is installed and operational.
 The Santa Rosa Fire can access the software.

STAGE 3 Initial System Deployment (Hosted/SaaS)*
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
Users)
Department Heads
End Users
Technical Leads
Prepare hosted
environment A R I C
Install Licensed
Software for
Included
Environments

A R I C
Install Licensed
Software on Santa
Rosa Fire Devices
(if applicable)

I C A R
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 25
Tyler System
Administration
Training (if
applicable)

A R I C

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Licensed Software is Installed on the Server(s) Software is accessible Licensed Software is Installed on Santa Rosa
Fire Devices (if applicable)
Software is accessible
Installation Checklist/System Document

Work package assumptions:
 The most current available version of the Tyler Licensed Software will be installed.  The Santa Rosa Fire will provide network access for Tyler modules, printers, and Internet access to all applicable Santa Rosa Fire and Tyler Project staff.

Configuration
The purpose of Configuration is to prepare the software product for validation.

Tyler staff collaborates with the Santa Rosa Fire to complete software configuration based on the outputs of the future state analysis performed during the Assess and Define Stage. The Santa Rosa Fire collaborates with Tyler staff iteratively to validate software configuration.

Objectives:
 Software is ready for validation.
 Educate the Santa Rosa Fire Power User how to configure and maintain software.  Prepare standard interfaces for process validation (if applicable).

STAGE 3 Configuration
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Conduct configuration
training A R I C C
Complete Tyler
configuration tasks
(where applicable)

A R I I I
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 26
Complete Santa Rosa
Fire configuration tasks
(where applicable)

I C A R C
Standard interfaces
configuration and
training (if applicable)

A R C I C C C
Updates to Solution
Validation testing plan C C A R C C

Inputs Documentation that describes future state decisions and configuration options to support future state decisions.

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Configured System

Work package assumptions:
 Tyler provides guidance for configuration options available within the Tyler software. The Santa Rosa Fire is responsible for making decisions when multiple options are available.

Process Refinement
Tyler will educate the Santa Rosa Fire users on how to execute processes in the system to prepare them for the validation of the software. The Santa Rosa Fire collaborates with Tyler staff iteratively to validate software configuration options to support future state.

Objectives:
 Ensure that the Santa Rosa Fire understands future state processes and how to execute the processes in the software.
 Refine each process to meet the business requirements.  Validate standard interfaces, where applicable.
 Validate forms and reports, where applicable.

STAGE 3 Process Refinement
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
Users)
Department Heads
End Users
Technical Leads
Conduct process
training A R I C I C
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 27
Confirm process
decisions I C A R C I C
Test configuration I C A R C
Refine
configuration
(Santa Rosa Fire
Responsible)

I C A R C
Refine
configuration (Tyler
Responsible)

A R I I I
Validate interface
process and results I C C A R C C
Update Santa Rosa
Fire-specific
process
documentation (if
applicable)

I C A R C
Updates to
Solution Validation
testing plan

C C A R C C

Inputs Initial Configuration
Documentation that describes future state decisions and configuration options to support future state decisions.

Solution validation test plan

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Updated solution validation test plan
Completed Santa Rosa Fire-specific process
documentation (completed by Santa Rosa
Fire)

Work package assumptions:
 None
Conversion Delivery
The purpose of this task is to transition the Santa Rosa Fire’s data from their source (“legacy”) system(s) to the Tyler system(s). The data will need to be mapped from the legacy system into the new Tyler system format. A well-executed data conversion is key to a successful cutover to the new system(s).

With guidance from Tyler, the Santa Rosa Fire will review specific data elements within the system and identify / report discrepancies. Iteratively, Tyler will collaborate with the Santa Rosa Fire to address conversion discrepancies. This process will allow for clean, reconciled data to transfer from the source system(s) to the Tyler system(s). Reference Conversion Appendix for additional detail.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 28

Objectives:
 Data is ready for production (Conversion).

STAGE 3 Data Delivery & Conversion
Tyler Santa Rosa Fire

RACI MATRIX
KEY:

A C R I I I
Populate data
crosswalks/code
mapping tool

I C C A R C
Iterations:

Conversion
Development

A C R I I
Iterations:

Deliver
converted data

A R I I I
Iterations:

Proof/Review
data and
reconcile to
source system

C C C A R C C

Load Data
for Testing
Pull Data &
Conversion
Balancing
Reports
Map
Conversion
Write & Run
Conversion
Program
Validate
Data
Conversion
Reviews
Completed
Final
Conversion
Report &
Correct
Errors
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 29
Inputs
Data Conversion Plan
Configuration

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Code Mapping Complete / Validated
Conversion Iterations / Reviews Complete Conversion complete, verified, and ready for final pass

Work package assumptions:
 The Santa Rosa Fire will provide a single file layout per source system as identified in the investment summary.
 The Santa Rosa Fire subject matter experts and resources most familiar with the current data will be involved in the data conversion effort.
 The Santa Rosa Fire project team will be responsible for completing the code mapping activity, with assistance from Tyler.

This work package is not applicable.

Control Point 3: Prepare Solution Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below in each Work Package.

Note: Advancement to the Production Readiness Stage is dependent upon Tyler’s receipt of the Stage Acceptance.

Prepare Solution Stage Deliverables:
 Licensed software is installed.
 Installation checklist/system document.
 Conversion iterations and reviews complete.

Prepare Solution Stage Acceptance Criteria:
 All stage deliverables accepted based on criteria previously defined.  Software is configured.
 Solution validation test plan has been reviewed and updated if needed.

Production Readiness
Activities in the Production Readiness stage will prepare the Santa Rosa Fire team for go-live through solution validation, the development of a detailed go-live plan and end user training. A readiness assessment will be conducted with the Santa Rosa Fire to review the status of the project and the organizations readiness for go- live.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 30
Solution Validation
Solution Validation is the end-to-end software testing activity to ensure that the Santa Rosa Fire verifies all aspects of the Project (hardware, configuration, business processes, etc.) are functioning properly, and validates that all features and functions per the contract have been deployed for system use.

Objectives:
 Validate that the solution performs as indicated in the solution validation plan.  Ensure the Santa Rosa Fire organization is ready to move forward with go-live and training (if applicable).

STAGE 4 Solution Validation
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Update Solution
Validation plan A R C C C C
Update test scripts (as
applicable) C C C A R C
Perform testing C C C A R C
Document issues from
testing C C C A R C
Perform required follow-
up on issues A R C C C C

Inputs Solution Validation plan
Completed work product from prior stages (configuration, business process, etc.)

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Solution Validation Report Santa Rosa Fire updates report with testing results

Work package assumptions:
 Designated testing environment has been established.
 Testing includes current phase activities or deliverables only.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 31
Go-Live Readiness
Tyler and the Santa Rosa Fire will ensure that all requirements defined in Project planning have been completed and the Go-Live event can occur, as planned. A go-live readiness assessment will be completed identifying risks or actions items to be addressed to ensure the Santa Rosa Fire has considered its ability to successfully Go-Live. Issues and concerns will be discussed, and mitigation options documented. Tyler and the Santa Rosa Fire will jointly agree to move forward with transition to production. Expectations for final preparation and critical dates for the weeks leading into and during the Go-Live week will be planned in detail and communicated to Project teams.

Objectives:
 Action plan for go-live established.
 Assess go-live readiness.
 Stakeholders informed of go-live activities.

STAGE 4 Go-Live Readiness
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Perform Readiness
Assessment I A R C C I C I I I I I I
Conduct Go-Live planning
session A R C C C C C C C
Order peripheral
hardware (if applicable) I A R C Confirm procedures for
Go-Live issue reporting &
resolution

A R I I I I C C I I I I I
Develop Go-Live checklist A R C C C C I C C Final system
infrastructure review
(where applicable)

A R C C

Inputs Future state decisions
Go-live checklist

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Updated go-live checklist Updated Action plan and Checklist for go-live delivered to the Santa Rosa Fire
Work package assumptions:

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 32
 None
End User Training
End User Training is a critical part of any successful software implementation. Using a training plan previously reviewed and approved, the Project team will organize and initiate the training activities.

Tyler Led: Tyler provides training for all applicable users. One or multiple occurrences of each scheduled training or implementation topic will be covered.

Tyler will provide standard application documentation for the general use of the software. It is not Tyler’s responsibility to develop Santa Rosa Fire specific business process documentation. Santa Rosa Fire-led training labs using Santa Rosa Fire specific business process documentation if created by the Santa Rosa Fire can be added to the regular training curriculum, enhancing the training experiences of the end users.

Objectives:
 End users are trained on how to use the software prior to go-live.  The Santa Rosa Fire is prepared for on-going training and support of the application.

STAGE 4 End User Training
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Update training plan A R C C I C
End User training (Tyler-
led) A R C C C I C C C
Train-the-trainer A R C C C I C
End User training (Santa
Rosa Fire-led) C C A R I C C C

Inputs Training Plan
List of End Users and their Roles / Job Duties
Configured Tyler System

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
End User Training Santa Rosa Fire signoff that training was delivered

Work package assumptions:

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 33
 The Santa Rosa Fire project team will work with Tyler to jointly develop a training curriculum that identifies the size, makeup, and subject-area of each of the training classes.  Tyler will work with the Santa Rosa Fire as much as possible to provide end-user training in a manner that minimizes the impact to the daily operations of Santa Rosa Fire departments.  The Santa Rosa Fire will be responsible for training new users after go-live (exception—previously planned or regular training offerings by Tyler).

Control Point 4: Production Readiness Stage Acceptance
Acceptance criteria for this stage includes all criteria listed below. Advancement to the Production stage is dependent upon Tyler’s receipt of the stage acceptance.

Production Readiness stage deliverables:
 Solution Validation Report.
 Update go-live action plan and/or checklist.
 End user training.

Production Readiness stage acceptance criteria:
 All stage deliverables accepted based on criteria previously defined.  Go-Live planning session conducted.

Production
Following end user training the production system will be fully enabled and made ready for daily operational use as of the scheduled date. Tyler and the Santa Rosa Fire will follow the comprehensive action plan laid out during Go-Live Readiness to support go-live activities and minimize risk to the Project during go-live.

Following go-live, Tyler will work with the Santa Rosa Fire to verify that implementation work is concluded, post go-live activities are scheduled, and the transition to Client Services is complete for long-term operations and maintenance of the Tyler software.

Go-Live
Following the action plan for Go-Live, defined in the Production Readiness stage, the Santa Rosa Fire and Tyler will complete work assigned to prepare for Go-Live.

The Santa Rosa Fire provides final data extract and Reports from the Legacy System for data conversion and Tyler executes final conversion iteration, if applicable. If defined in the action plan, the Santa Rosa Fire manually enters any data added to the Legacy System after final data extract into the Tyler system.

Tyler staff collaborates with the Santa Rosa Fire during Go-Live activities. The Santa Rosa Fire transitions to Tyler software for day-to day business processing.

Some training topics are better addressed following Go-Live when additional data is available in the system or based on timing of applicable business processes and will be scheduled following Go-Live per the Project Schedule.

Objectives:
 Execute day to day processing in Tyler software.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 34
 Santa Rosa Fire data available in Production environment.

STAGE 5 Go-Live
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Provide final source data
extract, if applicable C C A R Final source data pushed
into production
environment, if
applicable

A C R I C C C
Proof final converted
data, if applicable C C C A R C
Complete Go-Live
activities as defined in
the Go-Live action plan

C C C A R C I C
Provide Go-Live
assistance A R C C I C C I C I C

Inputs Comprehensive Action Plan for Go-Live
Final source data (if applicable)

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Data is available in production environment Santa Rosa Fire confirms data is available in production environment

Work package assumptions:
 The Santa Rosa Fire will complete activities documented in the action plan for Go-Live as scheduled.  External stakeholders will be available to assist in supporting the interfaces associated with the Go- Live live process.
 The Santa Rosa Fire business processes required for Go-Live are fully documented and tested.  The Santa Rosa Fire Project team and subject matter experts are the primary point of contact for the end users when reporting issues during Go-Live.
 The Santa Rosa Fire Project Team and Power User’s provide business process context to the end users during Go-Live.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 35
Transition to Client Services
This work package signals the conclusion of implementation activities for the Phase or Project with the exception of agreed-upon post Go-Live activities. The Tyler project manager(s) schedules a formal transition of the Santa Rosa Fire onto the Tyler Client Services team, who provides the Santa Rosa Fire with assistance following Go-Live, officially transitioning the Santa Rosa Fire to operations and maintenance.

Objectives:
 Ensure no critical issues remain for the project teams to resolve.  Confirm proper knowledge transfer to the Santa Rosa Fire teams for key processes and subject areas.

STAGE 5 Transition to Client Services
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Transfer Santa Rosa Fire
to Client Services and
review issue reporting
and resolution processes

I I A I I R I I C C C
Review long term
maintenance and
continuous
improvement

A R C C C

Inputs Open item/issues List

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Client Services Support Document

Work package assumptions:
 No material project issues remain without assignment and plan.

Post Go-Live Activities
Some implementation activities are provided post-production due to the timing of business processes, the requirement of actual production data to complete the activities, or the requirement of the system being used in a live production state.

Objectives:

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 36
 Schedule activities that are planned for after Go-Live.  Ensure issues have been resolved or are planned for resolution before phase or project close.

STAGE 5 Post Go-Live Activities
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Schedule contracted
activities that are
planned for delivery
after go-live

A R C C C C I C C I C C
Determine resolution
plan in preparation for
phase or project close
out

A R C C C I C C I C

Inputs List of post Go-Live activities

Outputs /
Deliverables
Acceptance Criteria [only] for
Deliverables
Updated issues log

Work package assumptions:
 System is being used in a live production state.

Control Point 5: Production Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below:
 Advancement to the Close stage is not dependent upon Tyler’s receipt of this Stage Acceptance.  Converted data is available in production environment.

Production Stage Acceptance Criteria:
 All stage deliverables accepted based on criteria previously defined.  Go-Live activities defined in the Go-Live action plan completed.  Client services support document is provided.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 37
Close
The Close stage signifies full implementation of all products purchased and encompassed in the Phase or Project. The Santa Rosa Fire transitions to the next cycle of their relationship with Tyler (next Phase of implementation or long-term relationship with Tyler Client Services).

Phase Closeout
This work package represents Phase completion and signals the conclusion of implementation activities for the Phase. The Tyler Client Services team will assume ongoing support of the Santa Rosa Fire for systems implemented in the Phase.

Objectives:
 Agreement from Tyler and the Santa Rosa Fire teams that activities within this phase are complete.

STAGE 6 Phase Close Out
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Reconcile project budget
and status of contract
Deliverables

I A R I I C
Hold post phase review
meeting A R C C C C C C C C C
Release phase-
dependent Tyler project
resources

A R I I

Participants Tyler Santa Rosa Fire
Project Leadership Project Manager
Project Manager Project Sponsor(s)
Implementation Consultants Functional Leads, Power Users, Technical Leads
Technical Consultants (Conversion, Deployment,
Development)

Client Services

Inputs Contract
Statement of Work
Project artifacts

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 38
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Final action plan (for outstanding items)
Reconciliation Report
Post Phase Review

Work package assumptions:
 Tyler deliverables for the phase have been completed.

Project Closeout
Completion of this work package signifies final acceptance and formal closing of the Project.

At this time the Santa Rosa Fire may choose to begin working with Client Services to look at continuous improvement Projects, building on the completed solution.

Objectives:
 Confirm no critical issues remain for the project teams to resolve.  Determine proper knowledge transfer to the Santa Rosa Fire teams for key processes and subject areas has occurred.
 Verify all deliverables included in the Agreement are delivered.

STAGE 6 Project Close Out
Tyler Santa Rosa Fire
RACI MATRIX KEY:

R = Responsible
A = Accountable
C = Consulted
I = Informed
Executive Manager
Implementation Manager
Project Manager
Implementation Consultant
Data Experts
Modification Services
Technical Services
Client Services
Executive Sponsor
Steering Committee
Project Manager
Functional Leads
Change Management Leads
Subject Matter Experts (Power
U )
Department Heads
End Users
Technical Leads
Conduct post project
review A R C C C C C C C C C
Deliver post project
report to Santa Rosa Fire
and Tyler leadership

I A R I I C
Release Tyler project
resources A R I I

Inputs Contract
Statement of Work

Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 39
Post Project Report Santa Rosa Fire acceptance; Completed report indicating all project Deliverables and
milestones have been completed

Work package assumptions:
 All project implementation activities have been completed and approved.  No critical project issues remain that have not been documented and assigned.  Final project budget has been reconciled and invoiced.  All Tyler deliverables have been completed.

Control Point 6: Close Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below.

Close Stage Deliverables:
 Post Project Report.

Close Stage Acceptance Criteria:
 Completed report indicating all Project deliverables and milestones have been completed.

General Assumptions
Tyler and the Santa Rosa Fire will use this SOW as a guide for managing the implementation of the Tyler Project as provided and described in the Agreement. There are a few assumptions which, when acknowledged and adhered to, will support a successful implementation. Assumptions related to specific work packages are documented throughout the SOW. Included here are general assumptions which should be considered throughout the overall implementation process.

Project
 Project activities will begin after the Agreement has been fully executed.  The Santa Rosa Fire Project Team will complete their necessary assignments in a mutually agreed upon timeframe to meet the scheduled go-live date, as outlined in the Project Schedule.  Sessions will be scheduled and conducted at a mutually agreeable time.  Additional services, software modules and modifications not described in the SOW or Agreement will be considered a change to this Project and will require a Change Request Form as previously referenced in the definition of the Change Control Process.  Tyler will provide a written agenda and notice of any prerequisites to the Santa Rosa Fire project manager(s) ten (10) business days or as otherwise mutually agreed upon time frame prior to any scheduled on-site or remote sessions, as applicable.
 Tyler will provide guidance for configuration and processing options available within the Tyler software. If multiple options are presented by Tyler, the Santa Rosa Fire is responsible for making decisions based on the options available.
 Implementation of new software may require changes to existing processes, both business and technical, requiring the Santa Rosa Fire to make process changes.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 40
 The Santa Rosa Fire is responsible for defining, documenting, and implementing their policies that result from any business process changes.

Organizational Change Management
Unless otherwise contracted by Tyler, Santa Rosa Fire is responsible for managing Organizational Change.

Impacted Santa Rosa Fire resources will need consistent coaching and reassurance from their leadership team to embrace and accept the changes being imposed by the move to new software. An important part of change is ensuring that impacted Santa Rosa Fire resources understand the value of the change, and why they are being asked to change.

Resources and Scheduling
 Santa Rosa Fire resources will participate in scheduled activities as assigned in the Project Schedule.  The Santa Rosa Fire team will complete prerequisites prior to applicable scheduled activities. Failure to do so may affect the schedule.
 Tyler and the Santa Rosa Fire will provide resources to support the efforts to complete the Project as scheduled and within the constraints of the Project budget.  Abbreviated timelines and overlapped Phases require sufficient resources to complete all required work as scheduled.
 Changes to the Project Schedule, availability of resources or changes in Scope will be requested through a Change Request. Impacts to the triple constraints (scope, budget, and schedule) will be assessed and documented as part of the change control process.  The Santa Rosa Fire will ensure assigned resources will follow the change control process and possess the required business knowledge to complete their assigned tasks successfully. Should there be a change in resources, the replacement resource should have a comparable level of availability, change control process buy-in, and knowledge.
 The Santa Rosa Fire makes timely Project related decisions to achieve scheduled due dates on tasks and prepare for subsequent training sessions. Failure to do so may affect the schedule, as each analysis and implementation session is dependent on the decisions made in prior sessions.  The Santa Rosa Fire will respond to information requests in a comprehensive and timely manner, in accordance with the Project Schedule.
 The Santa Rosa Fire will provide adequate meeting space or facilities, including appropriate system connectivity, to the project teams including Tyler team members.  For on-site visits, Tyler will identify a travel schedule that balances the needs of the project and the employee.

Data
 Data will be converted as provided and Tyler will not create data that does not exist.  The Santa Rosa Fire is responsible for the quality of legacy data and for cleaning or scrubbing erroneous legacy data.
 Tyler will work closely with the Santa Rosa Fire representatives to identify business rules before writing the conversion. The Santa Rosa Fire must confirm that all known data mapping from source to target have been identified and documented before Tyler writes the conversion.  All in-scope source data is in data extract(s).
 Each legacy system data file submitted for conversion includes all associated records in a single approved file layout.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 41
 The Santa Rosa Fire will provide the legacy system data extract in the same format for each iteration unless changes are mutually agreed upon in advance. If not, negative impacts to the schedule, budget and resource availability may occur and/or data in the new system may be incorrect.  The Santa Rosa Fire Project Team is responsible for reviewing the converted data and reporting issues during each iteration, with assistance from Tyler.
 The Santa Rosa Fire is responsible for providing or entering test data (e.g., data for training, testing interfaces, etc.)
Facilities
 The Santa Rosa Fire will provide dedicated space for Tyler staff to work with Santa Rosa Fire resources for both on-site and remote sessions. If Phases overlap, Santa Rosa Fire will provide multiple training facilities to allow for independent sessions scheduling without conflict.  The Santa Rosa Fire will provide staff with a location to practice what they have learned without distraction.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 42
Glossary
Word or Term Definition
Acceptance Confirming that the output or deliverable is suitable and conforms to the agreed upon criteria.

Accountable The one who ultimately ensures a task or deliverable is completed; the one who ensures the prerequisites of the task are met and who delegates the work to those responsible. [Also see RACI]
Application A computer program designed to perform a group of coordinated functions, tasks, or activities for the benefit of the user.

Application Programming Interface (API) A defined set of tools/methods to pass data to and received data from Tyler software products
Agreement This executed legal contract that defines the products and services to be implemented or performed.

Business Process The practices, policy, procedure, guidelines, or functionality that the client uses to complete a specific job function.

Business Requirements Document A specification document used to describe Client requirements for contracted software modifications.

Change Request A form used as part of the Change Control process whereby changes in the scope of work, timeline, resources, and/or budget are documented and agreed upon by participating parties.

Change Management Guides how we prepare, equip and support individuals to successfully adopt change in order to drive organizational success & outcomes
Code Mapping [where applicable] An activity that occurs during the data conversion process whereby users equate data (field level) values from the old system to the values available in the new system. These may be one to one or many to one. Example: Old System [Field = eye color] [values = BL, Blu, Blue] maps to New Tyler System [Field = Eye Color] [value = Blue].

Consulted Those whose opinions are sought, typically subject matter experts, and with whom there is two-way communication. [Also see RACI]
Control Point This activity occurs at the end of each stage and serves as a formal and intentional opportunity to review stage deliverables and required acceptance criteria for the stage have been met.

Data Mapping [where applicable] The activity determining and documenting where data from the legacy system will be placed in the new system; this typically involves prior data analysis to understand how the data is currently used in the legacy system and how it will be used in the new system.

Deliverable A verifiable document or service produced as part of the Project, as defined in the work packages.

Go-Live The point in time when the Client is using the Tyler software to conduct daily operations in Production.

Informed Those who are kept up-to-date on progress, often only on completion of the task or deliverable, and with whom there is just one-way communication. [Also see RACI]
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 43
Infrastructure The composite hardware, network resources and services required for the existence, operation, and management of the Tyler software.

Interface A connection to and potential exchange of data with an external system or application. Interfaces may be one way, with data leaving the Tyler system to another system or data entering Tyler from another system, or they may be bi-directional with data both leaving and entering Tyler and another system.

Integration A standard exchange or sharing of common data within the Tyler system or between Tyler applications
Legacy System The software from which a client is converting.

Modification Custom enhancement of Tyler’s existing software to provide features or functions to meet individual client requirements documented within the scope of the Agreement.

On-site Indicates the work location is at one or more of the client’s physical office or work environments.

Organizational Change The process of changing an organization's strategies, processes, procedures, technologies, and culture, as well as the effect of such changes on the organization.

Output A product, result or service generated by a process.

Peripheral devices An auxiliary device that connects to and works with the computer in some way. Some examples: scanner, digital camera, printer.

Phase A portion of the Project in which specific set of related applications are typically implemented. Phases each have an independent start, Go-Live and closure dates but use the same Implementation Plans as other Phases of the Project. Phases may overlap or be sequential and may have different Tyler resources assigned.

Project The delivery of the software and services per the agreement and the Statement of Work. A Project may be broken down into multiple Phases.

RACI A matrix describing the level of participation by various roles in completing tasks or Deliverables for a Project or process.

Individuals or groups are assigned one and only one of the following roles for a given task: Responsible (R), Accountable (A), Consulted (C), or Informed (I).

Remote Indicates the work location is at one or more of Tyler’s physical offices or work environments.

Responsible Those who ensure a task is completed, either by themselves or delegating to another resource. [Also see RACI]
Scope Products and services that are included in the Agreement.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 44
Solution The implementation of the contracted software product(s) resulting in the connected system allowing users to meet Project goals and gain anticipated efficiencies.

Stage The top-level components of the WBS. Each Stage is repeated for individual Phases of the Project.

Standard Software functionality that is included in the base software (off- the-shelf) package; is not customized or modified.

Statement of Work (SOW) Document which will provide supporting detail to the Agreement defining Project-specific activities, services, and Deliverables.

System The collective group of software and hardware that is used by the organization to conduct business.

Test Scripts The steps or sequence of steps that will be used to validate or confirm a piece of functionality, configuration, enhancement, or Use Case Scenario.

Training Plan Document(s) that indicate how and when users of the system will be trained relevant to their role in the implementation or use of the system.

Validation (or to validate) The process of testing and approving that a specific Deliverable, process, program, or product is working as expected.

Work Breakdown Structure (WBS) A hierarchical representation of a Project or Phase broken down into smaller, more manageable components.

Work Package A group of related tasks within a project.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 45
Part 4: Appendices
Conversion
Data Conversion Process for Enterprise Permitting & Licensing Enterprise Server
Overview
This document is an introduction to the SQL Server EG_Template database and how to populate it.

The Full Conversion is the same process, as the Templated. However, with the Full Conversion option, Tyler is responsible for the data import instead of the client.

Modularized Design
As with the Enterprise Permitting & Licensing software, the EG_Template db is sectioned into modules. Each contains one master table at the top of the chain (ex. ‘permit’ for the Permit module). Within each module, various child tables branch below the master table for the associated module (ex. ‘permit_address’, ‘permit_note’, etc.).

Some tables cross multiple modules. The most notable of these involve inspections and payment transactions.

The EG_Template database includes database diagrams, which indicate the tables and their relationships to each module.

Required Fields
In the Enterprise Permitting & Licensing software, some fields are “Required Fields,” and the associated columns must be populated for records to be written to the Enterprise Permitting & Licensing db. On occasion, these required fields will not be available in the legacy source data, so a simple default value can be written to the EG_Template db to fulfill any NOT NULL constraint.

Dropdown picklist columns restrict the user from entering certain values in the Enterprise Permitting & Licensing db. Conversely, drop-down fields do not have a restriction on values written to the EG_Template db.

Therefore, exact spelling or careful matching to the Enterprise Permitting & Licensing configured values is not a requirement for fields intended for Enterprise Permitting & Licensing drop-down fields. Tyler maps the values through a separate table to translate the values to the appropriate Enterprise Permitting & Licensing value during conversion and collaborates with the Santa Rosa Fire to validate the resulting mappings during the development phase of the conversion.

Custom Fields (any fields not available in the master table for the module in question)
Most legacy systems have some attribute fields that are not specified in the corresponding master table within EG_Template. Tyler refers to these as custom fields. Within each module exists a child table for such custom fields. Since these fields are specific to the legacy system(s), the Santa Rosa Fire may add columns to Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 46
these tables in EG_Template to accommodate any needed custom fields in the migration. For example, ‘permit_additional_fields’ is the table for extra fields relating to the ‘permit’ records.

Gap Handling (where legacy data doesn’t fit anywhere within EG_Template) On occasion, legacy systems contain special features for which Enterprise Permitting & Licensing does not account in the EG_Template db. As a result, the need may arise to develop a modified solution to address special cases.

Contacts
Contacts generally fall into two categories:

1. Those managed with each person/company having one contact record, kept up to date over time.

With this model, there is generally no duplication of contact records (except when created by mistake).

2. Contacts where the user enters the contact attribute info on each permit, case, license, etc. With this model, there is no single master record representing the contact itself and there is likely considerable duplication of contacts.

Enterprise Permitting & Licensing stores contacts as in category 1 above. Tyler migrates contacts put into EG_Template without a master ‘contact’ record link (category 2 above) into custom field memo boxes to avoid duplication of contacts within the Enterprise Permitting & Licensing contact repository. For example, when populating the permit contacts, for contacts in category 1, input the record into the ‘permit_contact’ table. Input contacts for category 2 into the ‘permit_contact_no_key’ table.

Multiple Legacy Data Sources
When presenting multiple data sources, ensure population of EG_Template for all data sources. At the main table level, an optional column exists for the legacy data source. Tyler provides this column to easily count or research records originating from a particular legacy data source.

Overall Architecture of Conversion
There are 3 SQL Server databases involved in the conversion process.

1. EG_Template (for legacy data)

3. Enterprise Permitting & Licensing (the production Enterprise Permitting & Licensing db)

4. A database containing all conversion processes and mapping tables; maintained by Tyler’s data conversion team. This db translates the data from EG_Tempate into the Enterprise Permitting & Licensing db.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 47

EG_Template
• All legacy data
sources
populated
into one db
within the
templated
table
structure.

Mapping and
Conversion Code
• Db used to
map/translate
data before
passing into
EnerGov.

Stored
procedures
and functions
exist in this
db, which
becomes the
conversion
source code.

EnerGov DB
• EnerGov db
used by the
EnerGov
software.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 48
Progression of Conversion Development Process
Step Step Name Responsible Party Notes
1 Provide empty EG_Template
database to client
Tyler Database format will be SQL Server
2 Load legacy data into template
database
Santa Rosa Fire If there are multiple legacy data sources, all should be loaded into the one template SQL database.
3 Mapping process Tyler /Santa Rosa Fire Dependent on completed Enterprise Permitting & Licensing configuration
Spreadsheets will be used to communicate
mapping values.

Mapping questions may arise and both parties may
need to discuss these until answers are agreed
upon.
4 Import-specific configuration
changes to Enterprise Permitting &
Licensing
Tyler Certain fields or values may need to exist for
imported records only. These usually require some
minor Enterprise Permitting & Licensing
configuration changes 5 Customize conversion scripts Tyler Minor customization can be expected for many conversions, based on special requests from client.

Any special requests would also be added into the
conversion scripts at this time.
6 Conversion execution Tyler Resulting Enterprise Permitting & Licensing database will be provided to the Santa Rosa Fire
team for review 7 Review and either sign-off or
request changes
Santa Rosa Fire Santa Rosa Fire team will review the data and the interaction with it in the Enterprise Permitting &
Licensing software.

If it meets the client’s needs, sign-off will occur. If not, certain steps above may need to be repeated
until the Santa Rosa Fire signs off on the
conversion

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 49
Progression of Final Conversion Cutover Process (Go-Live) Step Step Name Responsible Party Notes
1 Load legacy data into
template database
Client This should just be an up-to-date extract of the legacy data into the template db.
2 Conversion execution Tyler Resulting Enterprise Permitting & Licensing database will be provided to Santa Rosa Fire team.

This will be the production Enterprise Permitting &
Licensing db 3 Go-Live Tyler /Client Verification of Enterprise Permitting & Licensing db and site functionality - Data Conversion sign-off
Move to production phase

Data Import Areas
Business Management
 Business entity (Only for Business Licensing)
 License master basic information
 License Contacts
 Contacts – Unique (keyed) contacts converted to global contacts  Non-keyed contacts converted to a Memo Custom Field or a standard note Parcel and Addresses  Reviews and Approvals – Converted to Activity
 Fees
 Bonds and Escrow
 Activities and Actions
 Conditions
 Notes
 Holds
 Initialized Workflows
 Attachments
 Contractors
 Business Types & NAICS codes
 Payment and Fee History
Community Development: Code Cases
 Code Case master basic information
 Code Case Contacts and Properties
 Contacts – Unique (keyed) contacts converted to global contacts  Non-keyed contacts converted to a Memo Custom Field or a standard note  Parcels and Addresses
 Reviews and Approvals – Converted to Activity Active Fees  Activities and Actions
 Notes
 Holds
 Initialized Workflows
 Attachments
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 50
 Violations
o Fees
o Payments
o Notes
 Meetings and Hearings
 Zones
 Requests
 Payment and Fee history
Community Development: Permits
 Permit master basic information
 Permit Contacts
 Contacts – Unique (keyed) contacts converted to global contacts  Non-keyed contacts converted to a Memo Custom Field or a standard note  Parcels and Addresses
 Reviews and Approvals – Converted to Activity
 Inspections and Inspection Cases
 Sub-Permit Associations – Visible in workflow and attached records section  Fees
 Meetings and Hearings
 Bonds and Escrow
 Activities and Actions
 Conditions
 Notes
 Zones
 Holds
 Renewals
 Initialized Workflows
 Attachments
 Contractors
 Projects
 Payment and Fee History
Community Development: Plans
 Plan master basic information
 Plan Contacts
 Contacts – Unique (keyed) contacts converted to global contacts  Non-keyed contacts converted to a Memo Custom Field or a standard note  Parcels and Addresses
 Reviews and Approvals – Converted to Activity
 Inspections and Inspection Cases
 Fees
 Meetings and Hearings
 Bonds and Escrow
 Activities and Actions
 Conditions
Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 51
 Notes
 Zones
 Holds
 Initialized Workflows
 Attachments
 Projects
 Payment and Fee history

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 52
Additional Appendices
This work package is not applicable.

Exhibit 2

City of Santa Rosa Fire Department
Tyler Technologies, Inc. Page | 53
Project Timeline
Environmental Health Implementation Timeline

Exhibit 2

Santa Rosa City CouncilNovember 4, 2025

Santa Rosa City Council
November 4, 2025