CITY OF STOCKTON
STANDARD AGREEMENT Agreement Number:
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1. This Agreement is entered into between the City of Stockton ("City") and Comcate Software Inc ("Contractor") to provide Code Enforcement Software and Professional Services as set forth in Exhibit A to this Agreement.
2. The term of this Agreement is as follows, unless amended as described in Exhibit A and Exhibit C section 8:
\ \ Commences on: � l (o Vfl?:> Terminates on: One (1) year from the date of commencement
3. The maximum not to exceed amount to be paid to Contractor for the term of this Agreement, including if authorized, reimbursement of expenses, is: $196,599 I
4. The complete Agreement consists of all the following Agreement documents which by reference are incorporated and made a part of this Agreement. The parties agree to comply with the terms and conditions of this Agreement.
(a) Exhibit A - Statement of Work
(b) Exhibit B - Insurance
(c) Exhibit C - General Terms & Conditions
(d) Exhibit D - Professional Services Special Terms & Conditions (e) Exhibit E - Compensation Schedule
(f) Exhibit F - Timeline
IN WITNESS WHEREOF, the authorized parties have executed this Agreement.
CONTRACTOR
Comcate Software Inc
Contractor's Name (if other than an individual, state whether a corporation, partnership, etc.):
D��nd, ______________________________ 5/4/2023 __
Authorized Signature Date
David Richmond, President
Printed Name and Title of Person Signing
9450 SW Gemini Drive Suite 61173, Beaverton, Or 97008-7105 Address
CITY OF STOCKTON
� Eliza R. Garz
APPROVED AS TO FORM:
Lori M. Asuncion, City Attorney
BY:
1 (Rev. 10.27.22)
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ATTACHMENT A
1. 2.
3. Project Objectives
EXHIBIT A
STATEMENT OF WORK
1.1 The project objective is to procure new software technology and licenses to implement cloud-based Code Enforcement Manager and receive project management support for use by the City of Stockton Police Department Neighborhood Services Section (NSS) to replace the existing Central Square Code Enforcement Module as defined in 3.1.
Project Scope
2.1 The contractor shall assign a dedicated Project Team (project manager, technical lead, experienced trainer, and executive sponsor) to implement and guide the City through data migration with direct phone and email access and full-time customer support.
2.1.1 Migration of all open Code Enforcement cases, and professional services to include on-site training sessions, integrations with 3rd party cloud applications, and custom web development prior to Go Live.
Major Deliverables
3.1 Description of Software (defined as the "Technology") Deliverables
3.1.1 Code Enforcement Manager was designed with the guidance of Code Enforcement Officers, Supervisors, and Department Heads. It empowers Code Enforcement Officers and Agency Staff, by giving them a solution that is simple to use, easy to implement, configurable, accessible, and affordable.
HIGHLIGHTS
• Automate case management
• Access, track and manage municipal code violations
• Tablet Compatible
• Attach photos and videos
• Schedule follow-ups and receive automatic reminders
• Track violations by parcel
• Print reports and notices automatically
3.1.2 GIS Enterprise: Enables integration with GIS server data to provide map-based visualization, address verification for cases, and tabular reports of activity by neighborhood. Property attributes such as ownership information and Community Development Block Grant (CDBG) eligibility are 1 (Rev. 10.30.18)
ATTACHMENT A
automatically populated, while map layers can be applied to display location-specific information such as zoning and council district.
3.1.3 Fee Tracker: Ability for users to track fines and payments in Comcate and provide reports on amounts invoiced, outstanding, and collected over designated time periods.
3.1.4 Data Migration:
1. Migration of all open Code Enforcement cases prior to going to live.
3.1.5 Single-Sign On (SSO): Comcate uses Okta to support authentication of users when attempting to log in to Comcate's web applications. Comcate will support integration with Comcate/Okta and the City's identity provider (ldP), Microsoft AD Azure, for the authentication of users.
3.1.6 On-Site Training: On-site training at Police Department headquarters for two (2) consecutive days with Comcate Trainer. Role based training sessions will be held for front-line staff, Supervisors, Department Heads, IT, and other key personnel as needed.
3.1.7 Comcate Professional Services: (See Appendix A for specific details} Contractor professional services include on-site training, data migrations, integrations with 3rd party cloud applications and custom web development services. Comcate Professional Services are managed by a dedicated team of professionals that have expertise and experience helping hundreds of public agencies across the country solve unique business challenges through technology.
Contractor shall work with the City to define business needs for any professional services.
Post engagement, City staff will be assigned a professional services team and will work with that team collaboratively to refine the scope.
Upon executing an agreement for services, the contractor shall prioritize any required Product Management and Software Engineering work on their internal Product Roadmap and shall execute work in the order it was received and prioritized.
The timeline to deliver professional services shall be within the initial contract year.
All professional services included here within are targeted for completion prior to the agency Go Live event.
2 (Rev. 10.30.18)
ATTACHMENT A
4. Tasks That Support the Deliverables
4.1 Major Implementation Tasks
Major Tasks Sub Tasks
Pre-project Needs Assessment - Meet with City to clarify and confirm integrations, customizations and phases of
the project
Execute Agreement - Receive signed agreement
Initial Call and Identification of - Review implementation process Project Lead with the City - Identify project team
- Schedule kick-off meetinQ
Kick-Off Meeting - Comcate introduction
- Review project scope and timeline
- Demo application to implementation team
- Prepare for needs assessments
Needs Assessment - Review City staff workflow
- Propose implementation configuration
Product configurations - Identification of configuration data - Customization of notices and/or templates
- Review and siQn off of configuration data
Site Acceptance - Acceptance framework presented to City in (User Acceptance Testing) checklist format
- Training and ongoing support provided to
UAT stakeholders to assist in process
- Debriefing with project team after initial UAT
is completed to review feedback
- Iterative UAT cycles until fullsign off is
submitted by City project team
Trainings for Code Enforcement - Role based training: power submitter, case managers, agency heads, agency manager
- Role based traininQ for City front-line staff
Soft Launch! - Go Live!
Follow up Training - Separate follow up training sessions Project Wrap Up - Debriefing with project lead, NSS manager and other appropriate participants
* Contractor shall complete the implementation and go live with basic implementation within a few months after signing the contract.
3 (Rev. 10.30.18)
ATTACHMENT A
4.1.1 Implementation Approach
Contractor shall provide a dedicated project team assigned to implementation:
1. Contractors project team includes a dedicated project manager, technical lead, experienced trainer, and executive sponsor.
2. Professional Services and Custom Work is led by a Professional Services Manager to document goals, get sign-off and manage delivery.
Contractor shall provide a detailed and precise process:
1. Contractor shall start with a kickoff meeting and align on the project plan to clarify goals, milestones, timelines, stakeholders, and identify potential risks and strategies to mitigate risk. These internal communications and process reviews guarantee a positive, transparent implementation process from start to finish across all departments and stakeholders.
Contractor shall provide a professional project team:
1. Contractors professional project team members will guide the City throughout the implementation process and remove
roadblocks.
2. Contractor shall provide a dedicated technical resource to assist IT Stakeholders and 3rd Party integration Partners to move specific aspects of the implementation process forward.
4.1.2 Contractor/City Responsibilities for Implementation Contractor Technolo Provider Ci of Stockton
Development/Maintenance of
im lementation ro·ect Ian
Recruitment and assembly of contractor
project team/personnel required to
produce deliverables according to
ro·ect Ian
Schedule and coordinate agendas for all
project meetings
Management of deliverables according
to project plan
Lead and manage the contractors
ro·ect team/ ersonnel
Assignment of tasks to contractor and
Cit ro·ect team members
Provide regular updates to City project
team
(Rev. 10.30.18)
4 Review and sign-off of project plan
rovided b contractor
Recruitment and assembly of City
project team/personnel required to
produce deliverables according to
ro·ect Ian
Attendance of weekly project meetings
and one-off project meetings, as
re uired
Internal coordination required to provide
contractor the data needed to configure
deliverables accordin to ro·ect Ian
Lead and manage the City's project
team/ ersonnel
Completion of tasks assigned to City
ro·ect team members
Provide regular updates to City
stakeholders, such as IT Staff or
Executives
ATTACHMENT A
5. 6.
4.2 Initial Configuration
4.2.1 Contractor shall design "initial configurations" of Technology, which can be accomplished through Setup tabs, including such items as violations, municipal codes, employee accounts, and logos. Initial configurations are deemed completed as of the first day Technology is accessible by the City.
Training
5.1 Contractor shall provide routine technical support training with respect to the use of Technology.
5.2 Contractors training goal is to have City staff users up and running on the application during their initial training session.
5.3 Training sessions shall be organized and completed in less than an hour, starting with an introduction about the contractor, the application and project background, reason for the implementation, identify any internal breakdowns, and management concerns.
5.4 Contractor shall provide a brief product demonstration, which shall provide background to move into the primary, usage-based part of the training.
5.5 City staff shall begin using the application, log-in, create and manage cases, assign tasks, and perform activities that are appropriate for their role.
5.6 Contractor shall provide each attendee with a personalized user summary (cheat sheet), which they can refer to at their workstations. This includes all information needed to access the application, obtain answers to common questions, and contact contractor's customer support, if necessary.
5.7 After training, the contractors' project manager shall monitor and track the cases to ensure all city staff users are comfortable with the application and that the City is ready to Go Live.
5.8 Post-implementation training sessions are included to allow City staff users to ask specific questions after they have had the opportunity to work with the application.
Ongoing Support and Services
6.1 During implementation City staff will be introduced to several members of contractors experienced and capable in-house customer support staff. 5 (Rev. 10.30.18)
ATTACHMENT A
6.2 Contractors support service hours are as follows:
6.2.1 Customer service technicians operate during normal business hours from 8:00 am to 5:00pm PST, Monday through Friday.
6.2.2 Contractors team is available during business hours via email and phone and shall respond to all City issues within 4 to 6 hours.
6.2.3 All support services shall be provided during contractors' normal business hours telephonically, via e-mail or via web conference connection. Contractor shall provide "help pages" to assist the City utilize Technology.
6.2.4 Contractor shall provide routine maintenance, troubleshooting and repairs as are necessary to ensure City's access to Technology and the City's data.
6.2.5 Except to the extent that upgrades of Technology include new modules or features not previously offered as part of Technology as of the date hereof, City is entitled to maintenance upgrades of Technology within the cost of the Agreement.
6.3 Contractor shall uphold the following performance standards and response times in the Service Level Table in order to be considered in compliance with its contract:
Comcate shall make arrangements for the technology to be accessible by the Agency's staff and public users 99.8% of the time, not counting scheduled maintenance for users of Comcate's ASP service.
Service Level Table
Level Description Response Time Means of Contact
First Software System Response within 3 Telephone, email, Inoperable hours pager/mobile phone
Second Significant operating Response within 6 Telephone, e-mail issues but application hours
still operating
Third Application not Response within Telephone, e-mail functioning as designed 18 hours
but still operating
successfully
Fourth Non-critical problems These issues will Telephone, e-mail for which a solution is be addressed as
available and part of the product
communicated by development cycle
contractor support
6 (Rev. 10.30.18)
ATTACHMENT A
Support includes the following:
1) Trouble-shooting at contractors facilities
2) Establishment of an FAQ for City staff users
3) On-line help windows
Examples of on-line help windows can be provided upon request.
7. Criteria of Acceptance for Deliverables
7.1 The City will formally approve Technology deliverables using a checklist similar to the one listed in Exhibit A.
8. Notices
9. Pursuant to Exhibit C - General Terms and Conditions, Paragraph 15 - Notices, the mailing address for all required notices is as follows:
Contractor: Comcate Software, Inc.
9450 SW Gemini Drive
Suite 61173
City: City of Stockton
Attn: City Manager
425 North El Dorado Street
Stockton, CA 95202 Beaverton, Or 97008-7105
Key Personnel
Implementation Team:
David Richmond
President/CEO
Executive Sponsor
Bob Stiles
Chief Technology Officer
Executive Sponsor
Kolten Keeney
Vice President, Growth
Executive Sponsor
Josh Volpert
Senior Engineering Manager
Technical Lead
Curtis Kadohama
Product Manager
Professional Services Lead
Paige Nash
Senior Customer Success Manager
Project Lead
Executive Contact Info
Kolten Keeney Phone: 415-632-1482
Executive Sponsor: [email protected]
10. Option to Renew.
The term of the Agreement may be extended up to 4 additional years by a written amendment executed by both parties. However, the total term of the Agreement including the extended term shall not exceed five (5) years. 7 (Rev. 10.30.18)
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