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Home My WebLink About05543 - GOVERNMENT OUTREACH CITIZEN REQUEST MGMT SYSTEM TO TRACK COMPLAINTS/REQUESTS FOR SERVICE DOCUMENT TRACKING Page: 1 Report: One Document Detail February 12, 2009 Condition: Document Numbera5543, Document# Description Approval Date Cxpiration Date Closed Date A5543 Citizen Request Mgmt System 08/29/2007 02/15/2008/ i Company Name: Government Outreach Address: Group: ADMINISTRATION Service: In File xRef: TROY BUTZLAFF 760 323-8202 Ins.Status: A policy has Expired poru_menl Tracking Items: Due Completed Tracking Ao n Am un Code Item Description bate Date Date Added Paid 001 New Document Added 09/05/2007 kdh returned to Marilynn - no ins dots 0910512007 kdh returned to Marilynn WC exemption need to be 09/13/2007 signed off by T kdh distrib to Marilynn H IN FILE 09/17/2007 END OF REPORT" CV x \ 0 n Xa �C�i CONSULTING SERVICES AGREEMENT Gove^nni en l Outreach T14IS AGREEMENT FOR CONSULTING SERVICES (the "Agreement") is made and entered into this 16`' day of August, 2007, by and between the City of Palm Springs, a Cali Forma charter city and municipal corporation ("City"), and Goverunenl Outreach, a California Corporation("Consultant")- RECITALS A. City has issued a Request for Proposals (RFP 12-07) to provide a Citizen Request Management System to effectively track citizen complaints and requests for service ("Project"). B. Consultant has submitted to City a proposal dated June 20, 2007 to provide all labor, material, supplies and equipmenl necessary to create Project. C. Based on the Consultant's experience, qualifications, reputation and overall functionality of their proposed software solution, City has determined that Consultant is the most qualified vendor turd desires to retain Consultant for the Project. NOW, THEREFORE, in consideration ol'the promises and mutual agreements contained herein, City agrees to retain and does hereby retain Consultant and Consultant agrees to provide services to the City as follows: AGREEMENT 1. CONSULTANT SERVICES 1.1 Scope of Services. In compliance with all terms and conditions of this Agreement, Consultant shall provide all of the labor, materials, supplies and equipment necessary to create the Project as described in the Scope of Services/Work attached to this Agreement as Exhibit "A" and incoiporated herein by reference (the "services" or "work"), which includes the agreed upon schedule of performance and the schedule of fees. Consultant warrants that ull services and work shall be performed in a competent, professional, and satisfactory manner in accordance with all standards prevalent in the industry. In the event of any inconsistency between the terms contained in the Scope of Services/Work and the terms set forth in the main body of this Agreement, the terms set forth in the main body of this Agreement shall govern. 1.2 Comulianee with Law. All services rendered iuider this Agreement shall be provided by Consultant in accordance with all applicable federal, state, and local laws, statutes and ordinances and all lawful orders, rules, and regulations promulgated thereunder. 1.3 Licenses and Permits. Consultant shall obtain at its sole cost and expense such licenses, permits, and approvals as may be required by law for the performance of the services required by this Agreement. 1 Revised! 8/28/2007 1.4 Familiarity with Work. By executing this Agreement, Consultant warrants that it has carefully considered how the work should be performed and fully understands the facilities, difficulties, and restrictions attending performance of the work under this Agreement. 2. TIME FOR COMPLETION. The time for completion ol' the services to be performed by Consultant is an essential condition of this Agreement. Consultant shall prosecute regularly and diligently the work of this Agreement according to the agreed upon schedule of performance set forth in Exhibit "A." Consultant shall not be accountable for delays in the progress of its work caused by any condition beyond its control and without the fault or negligence of Consultant. Delays shall not entitle Consultant to any additional compensation regardless of the party responsible for the delay. 3. COMPENSATION OF CONSULTANT 3.1 Compensation of Consultant. For the services rendered pursuant to this Agreement, Consultant shall be compensated and reimbursed, in accordance with the schedule of fees set forth in Exhibit"A," which total amount shall not exceed $5,000. 3.2 Method of Payment. Consultant shall be paid a lurnp sum amount as set forth in Exhibit "A" upon the successful completion of Project- Consultant shall submit to City an invoice,in the form approved by City's finance director, for services rendered. City shall make a good faith effort to pay Consultant within thirty(30) clays of receipt of Consultant's invoice. 3.3 Changes. In the event any change or changes in the Scope of Services work is requested by City, the parties hereto shall execute a written amendment to this Agreement, setting forth with particularity all terns of such amendment, including, but not limited to, any additional fees. An amendment may be entered into: A. To provide for revisions or modifications to documents or other work product or work when documents or other work product or work is required by the enactment or revision of law subsequent to the preparation of any documents, other work product, or work; l3. To provide for additional services not included in this Agreement or not customarily furnished in accordance with generally accepted practice in Consultant's profession. 3.4 Appropriations. This Agreement is subject to and contingent upon funds being appropriated therefore by the City Council of City for each fiscal year covered by the Agreement. If such appropriations are not made:, this Agreement shall automatically temrinate without penalty to City. 4. PERFORMANCE SCHEDULE 4.1 Time of Essence. Time is of the essence in the performance of this Agreement. 2 Revised:8/28/2007 4.2 Schedule of Performance. All services rendered pursuant to this Agreement shall be penfbnmed pursuant to the agreed upon schedule of performance set forth in Exhibit "A." The extension of any time period must be approved in writing by the Contract Officer. 4.3 Force Maleure. The time for perliinnance of services to be rendered pursuant to this Agreement may be extended because of any delays due to unforeseeable causes beyond the control and without the fault or negligence of Consultant, including, but not limited to, acts of God or of a public enemy, acts of the government, fires, earthquakes, floods, epidemic, quarantine restrictions, riots, strikes, freight embargoes, and unusually severe weather if Consultant shall within ten (10) days of the commencement of such condition notify the Contract Officer who shall thereupon ascertain the facts and the extent of any necessary delay, and extend the time for performing the services for the period of the enforced delay when and if in the Contract Officer's judgment such delay is justified, and the Contract Officer's determination shall be final and conclusive upon the parties to this Agreement. 4.4 Term. Unless earlier tenninaled in accordance with Section 9.5 of this Agreement, this Agreement shall continue in Pull force and effect for a period of six (6) months, commencing on August 16, 2007, and ending on February 15, 2008, unless extended by mutual written agreement of the parties. 5. COORDTNATION OF WORK 5.1 Representative of Consultant. The following principal of Consultant is hereby designated as being the principal and representative of Consultant authorized to act in its behalf with respect to the services and work specified herein and make all decisions in connection therewith: Kendall Smith, President. It is expressly understood that the experience, knowledge, education, capability, and reputation of the foregoing principal is a substantial inducement for City to enter into this Agreement. Therefore, the foregoing principal shall be responsible during the term of this Agreement for directing all activities of Consultant and devoting sufficient time to personally supervise the services hereunder. The foregoing principal may not be changed by Consultant without prior written approval of the Contract Officer. 5.2 Contract Officer. The Contract Officer shall he the City Manager, or his/her designee. It shall be the Consultant's responsibility to keep the Contract Officer, or his/her designee, fully infonned of the progress of the performance of the services and Consultant shall refer any decisions that must be made by City to the Contract Officer. Unless otherwise specified herein, any approval of City required hereunder shall mean the approval of the Contract Officer. 5.3 Prohibition Against Subcontracting or Assignment, The experience, knowledge, education, capability, and reputation of Consultant, its principals and employees, were a substantial inducement for City to enter into this Agreement. Therefore, Consultant shall not contract with any other individual or entity to perform in whole or in part the services required hereunder without the express written approval of City. In addition, neither this Agreement nor any interest herein may be assiTied or transferred, voluntarily or by operation of law, without the prior written approval of City. 3 Revised: 8/28/2007 5.4 Independent Contractor. Neither City nor any of its employees shall have any control over the manner, mode, or means by which Consultant, its agents or employees, perform the services required herein, except as otherwise set forth herein. Consultant shall perfornn all services required herein as an independent contractor of City and shall not be an employee of City and shall remain at all titres as to City a wholly independent contractor with only such obligations as are consistent with that role; however, City shall have the right to review Consultant's work product, result, and advice. Consultant shall not at any time or in any manner represent that it or any of its agents or employees are agents or employees of City. 6. INSURANCE Consultant shall procure and maintain, at its sole cost and expense, policies of insurance as set forth in Exhibit"B,"which is attached hereto and is incorporated herein by reference. 7. INDEMNIFICATiON. To the fullest extent permitted by law, Consultant shall defend (at Consultant's sole cost and expense), indemnify, protect, and hold harmless City, its elected officials, officers, employees, agents, and volunteers (collectively the "Indemnified Parties"), fi-orn and against any and all liabilities, actions, suits, claims, demands, losses, costs, judgments, arbitration awards, settlements, damages, demands, orders, penalties, and expenses including legal costs and attorney fees (collectively "Claims"), including but not limited to Claims arising from injuries to or death of persons (Consultant's employees included), for damage to property, including property owned by City, from any violation of any federal, state, or local law or ordinance, and from errors and omissions committed by Consultant, its officers, employees, representatives, and agents, which. Claims arise out of or are related to Consultant's performance under this Agreement, but excluding such Claims arismg from the negligence or willful misconduct of the City, its elected officials, officers, employees, agents, and volunteers. Linder no circumstances shall the insurance requirements and limits set forth in this Agreement be construed to limit Consultant's indemni 6cation obligation or other liability hereunder. S. RECORDS AND REPORTS 8.1 Reports- Consultant shall periodically prepare and submit to the Contract Officer such reports concerning the performance of the services required by this Agreement as the Contract Officer-shall require. 8.2 Records. Consultant shall keep such books and records as shall be necessary to properly perform the services required by this Agreement and enable the Contract Officer to evaluate the performance of such services. The Contract Officer shall have full and fi-ee access to such books and records at all reasonable times, including the right to inspect, copy, audit, and snake records and transcripts from such records. 8.3 Ownership of Documents. All drawings, specifications, reports, records, documents, and other materials prepared by Consultant in the performance of this Agreement shall be the property of City and shall be delivered to City upon request of the Contract Officer or upon the termination of this Agreement, and Consultant shall have no claim for further employment or additional compensation as a result of the exercise by City of its full rights or 4 Revised,8/28/2007 ownership of the documents and materials hereunder. Consultant may retain copies of such documents for its own use. Consultant shall have an unrestricted right to use the concepts embodied therein. 8.4 Release of Documents. All drawings, specifications, reports, records, documents, and other materials prepared by Consultant in the performance of services under this Agreement shall not be released publicly without the prior written approval of the Contract Officer, 8.5 Cost Records. Consultant shall maintain all books, documents, papers, employee time sheets, accounting records, and other evidence pertaining to costs incurred while perfonning under this Agreement and shall make such materials available at its offices at all reasonable times during the term of this Agreement and for three (3) years from the date of final payment for inspection by City and copies thereof shall be promptly furnished to City upon request. 9. ENFORCEMENT OF AGREEMENT 9.1 California Law. This Agreement shall be construed and interpreted both as to validity and to performance of the parties in accordance with the laws of the State of Cali forma. Legal actions concerning any dispute, claim, or matter arising out of or in relation to this Agreement shall be instituted in the Superior Court of the County of Riverside, State of California, or any other appropriate court in such county, and Consultant covenants and agrees to submit to the personal jurisdiction of such court in the event of such action. 9.2 Waiver. No delay or omission in the exercise of any right or remedy of a non- defaulting party on any default shall impair such right or remedy or be construed as a waiver. No consent or approval of City shall be deemed to waive or render unnecessary City's consent to or approval of any subsequent act of Consultant. Any waiver by either party of any default must be in writing and shall not be a waiver of any other default concerning the same or any other provision of this Agreement. 9.3 Rights and Remedies are Cumulative. Except with respect to rights and remedies expressly declared to be exclusive in this Agreement, the rights and remedies of the parties are cumulative and the exercise by either party of one or more of such rights or remedies shall not preclude the exercise by it, at the same or different times, of any other rights or remedies for the same default or any other default by the other party. 9.4 Legal Action. In addition to any other rights or remedies, either party may take legal action, in law or in equity, to curt, correct, or remedy any default, to recover damages for any del'ault, to compel specific performance of this Agreement, to obtain injunctive relief, a declaratory judgement, or any other remedy consistent with the purposes of this Agreement. 9.5 Termination Prior to Expiration of Term. City reserves the right to terminate this Agreement at any time, with or without cause, upon thirty (30) days written notice to Consultant, except that where termination is clue to the fault of Consultant and constitutes an immediate danger to health, safety, and general welfare, the period of notice shall be such shorter time as may be determined by the City. Upon receipt of the notice of termination, Consultant shall iinmediately cease all services hereunder except such as may be specifically approved by 5 Revised: 8/28/2007 the Contract Officer. Consultant shall be entitled to compensation for all services rendered prior to receipt of the notice of termination and for any services authorized by the Contract Officer thereafter. Consultant may tenuinate this Agreement, with or without cause, upon thirty (30) days written notice to City. 10. CITY OFFICERS AND EMPLOYEES. NON-DiSCRIMINATION 10.1 Non-Liability of Citv Officers and Emplgvees. No officer or employee of City shall be personally liable to the Consultant, or any successor-in-interest, in the event of any default or breach by City or for any amount which may become due to the Consultant or its successor, or for breach of any obligation of the terms of this Agreement. 10.2 Covenant Against Discrimination. Consultant covenants that, by and for itself, its heirs, executors, assigns, and all persons claiming- under or through them, that there shall be no discrimination or segregation in the performance ol•' or in coruiection with this Agreement regarding any person or group of persons on account of race, color, creed, religion, sex, marital status, disability, sexual orientation, national origin, or ancestry. 11. MiSCELLANEOUS PROViSiONS 11.1 Notice. Any notice, demand, request, consent, approval, or communication either party desires or is required to give to the other party or any other person shall be in writing and either served personally or sent by pre-paid, first-class mail to the address set forth below. Either party may change its address by notifying the other party of the change of address in writing. Notice shall be deemed communicated seventy-two (72) hours from the time of mailing- if mailed as provided in this Section. To City: City of Palm Springs Attention: City Manager& City Cleric 3200 E- Tahquitz Canyon Way Palm Springs, California 92262 To Consultant Govcmment Outreach Attention: Kendall Smith, President 2943 Victoria Court Pleasanton, California 94566 11.2 Integrated Agreement. This Agreement contains all of the agreements of the parties and cannot be aunended or modified except by written agreement. 11.3 Amendment. This Agreement may be amended at any time by the mutual consent of the parties by an instrument in writing. 11.4 Severabilitv. In the event that any one or more of the phrases, sentences, clauses, paragraphs, or sections contained in this Agreement shall be declared invalid or unenforceable by valid judgment or decree of a court of competent jurisdiction, such invalidity or inienforceability shall Dot affect any of the remaining phrases, sentences, clauses, paragraphs, or sections of this Agreement, which shall be interpreted to carry out the intent of the parties hereunder. 6 Revised:8/28/2007 11.5 Authoirxty. The persons executing this Agreement on behalf of the parties hereto warrant that they are duly authorized to execute this Agreement on behalf of said parties and that by so executing this Agreement the parties hereto are lonnally bound to the provisions of this Agreement. [SIGNATURE PAGE SEPARATELY ATTACHED] 7 Revised:8/28/2007 IN WITNESS WT-MEOF, the parties have executed this Agreement as of the dates stated below. "CITY" City of Palm Springs Date: Z `7 By:�(f Tro . Butzlaff II'\ As sIant City M - ,Administration 1 i APPROVED AS TO FORM: ATTEST ------- BY: Bye Douglofi t. Holland, ames Thompson, _ City tomey City Clerk "CONSULTANT" Government Outreach Date: - ��S /0 2 By : President Date: Secretary 8 Revised:8/1 612 0 0 7 EXHIBIT "A" CONSULTANT'S SCOPE OF SERVICES/WORK Including, Schedule of Fees And Schedule of Performance 9 Reviscd: 8/28/2007 EXHIBIT A COST AND SCOPE OF SERVICES Consultant agrees to provide a completed Project as described herein for a fixed not-to- exceed price of$2,785. Additional services performed by Consultant not included in this agreement, will be billed at a time and expense basis. Additional services performed by Consultant must be approved and in writing by City prior to commencement of such work. In no event shall Consultants total billings, including any additional services requested by City, exceed $5,000 without prior written approval of City. Scope of Services to be provided by Consultant are: Project Management — Consultant will provide Project Management services, specifically the development of a project plan with identified City employees to ensure the many facets of deploying The Project are done in a timely and coordinated fashion. City will make appropriate staff available to Consultant for the purposes of obtaining the necessary infonnation and data required to setup and configure the system. Communications and Marketing support — Consultant will work with the City's P1O or equivalent position in the City to help develop a communications plan for internal and external communications fa-om the City about the Project. Training - Consultant will provide 2 types of training. 1) for users of the system that process service requests and 2) for users that are identified as administrators. Training will be provided to City employees and City contractors. Customization of Screens—Consultant will customize up to 5 screens to meet the City's needs. Screen customizations include extending the data model to capture data that is unique to the City. Reports and Printing— Consultant will develop up to 5 additional customized reports in addition to the standard reports available. a� city TM Citizen Relationship Management Proposal Prepared for the �wMsA. City of c Palm Springs Government Outreach Tim Schmidt Vice President 2943 Victoria CL 425-836-5308 Pleasanton, CA 94566 tirn@-goyoutreach.com - -- � � —0-uvetileach �~�^0�K �^� ��Contents n ��n� ��o `�K�� | CoverLetter...... ------ ........ .............................................................. ...... ...................... i � Background, Experience, and Qualifications............................................................. .....2 CompanyHistory............................................. .................... .,. .......... ...................] ThManagement ' � 7.d��....—�.......—......'.—...^--....`. .......... ...........�4 Experi eoue..—......—.......—......—....--....—...........`....6 PnopoSedCRMS\steUn.................. .............. ............................. . .... .... .................^.7 GOCity System Highlights ............................................................ ....... ^— .........~' 8 Interactive Knowledge Base (FA(ls) ................................. ................................ 10 Advanced R8podino Capabilities ... ...................................................................... ll Optional Modules and Integrations....^—.....-..—..-.....~....—~... 12 GOCity Hosting, Maintenance, and Support.................... ................. ............ .........� jj SoftwareUpdates....................................................................................,.... —, 14 Backups and Uptinae ....—~....—,..................,..........`.. 14 Imoleozeu1u1ionz Plan......... ............... .......................... ..........................................� 14 Consulting and Project Management .............. 15 Communications and Marketing Support........................................ .......... ........ - 15 Configuration and Implementation............................................. .......................... 15 Implementation Process............... .......... ....................................... ................... ^ 16 7ioze{inot$ Deplovmont............................. ....... ............................. .. ............_ 18 References ............................................................................................................. ......20 CostSchedule........ ...... .......... ................................................................... ......... ....23 BudgetSummary ....................................... ......................................... ................. .24 Appendix l: Table of Minimum Requirements ............................... .......... ....... ~....36 Appendix }T: Sample Renods. ............................. .................... .............. ................. %9 - - - - verrvnent �' utr4& Cover Letter Craig L. Gladders, C.P.M. Procurement and Contracting Manager City of Palm Springs Procurement and Contracting Division 3200'Last Tahquitz Canyofi-Way - Palm Springs, CA 92262 June 20, 2007 .40ear Selection Conunittee: Thank you fir the opportunity to respond to the City's Request for Proposals to provide a comprehensive Citizen Request Management (CRM) System. After thoroughly reviewing your RFP, we believe that Government Outreach offers the best possible solution for the City of Palm Springs. In addition to meeting or exceeding all your minimum technical requirements, we believe our turn-key approach and comprehensive consulting services will result in a dramatic transformation in the way citizens are served. Our consulting goes far beyond the technical aspects of implementation to include the best practices in customer service, work order management, interdepartmental collaboration, and marketing and communications. Additionally, we take complete responsibility for implementation, performing all configuration, customization, integration, staff training, and documentation- The experience of the Government Outreach team is unmatched in the industry. From a former council member to software engineers to former City PIOs, we know your business and will partner with the City of Palm Springs' team to ensure the right solution at the lowest possible cost. Great software is, of course, essential to success. It must be flexible, easy to use, and incorporate essential advanced functions. We are certain that GOCIty matches any system feature-for-feature. Our software and an exceptional team led cities from Anaheim to Stockton and Santa Monica to Apple Valley to put their trust in Government Outreach. They have, as a result, received unique and effective solutions that have transformed their relationships with the communities they serve. We look forward to being a part of your transformation as well. Sincerely, 7 Tim Schmidt Vice President GOCity—Citizen Relationship Management Page 9 NMf — -- -- — verru .ent _r" Wreach rox+`a Background, Experience, and Qualifications 1. Contractor/Firm Name and Address: Government Outreach, 2943 Victoria Meadow Court, Pleasanton, CA 94566 2. Name and Title of person authorized to negotiate a contract for the firm: Kendall Smith, President 3. Telephone Number: (925) 292-2768 Fax Number: (925) 292-2768 Email Address: Kendall(3govoutreach.coin 4- Type of Firm: ❑ Individual ❑ Partnership ® Corporation ❑ Other 5. Corporation organized under the laws of the State of California 6- Number of years in this type of business: 4 Total Number of Employees: 6 7. On a separate sheet of paper, describe your firm's background and experience and the qualifications of your firm to successfully provide, install, implement, and maintain the CRM system as specified in this RFP. (Additional sheets may he attached if necessary) A description of our background, experience, and qualifications of Government Outreach is provided in the pages that follow, GOCity--Citizen Relationship Management Page 2 p14H Outrecy Company History As a Council Member for the City of Pleasanton, California, Steve Brozosky heard numerous complaints from citizens who had submitted requests for services that went unanswered or who had trouble locating the right staff to address their needs. What was missing was an easy way for residents to request services and a simple way for staff to _--fill the request-and report back to residents. . As a founding member of Vantive Corporation's software engineering learn, Steve played a pivotal role in the creation of the customer service sot}ware that would lick-start the CRM revolution for the private sector. Vantive is generally given credit for inventing the acronym, "CRM". From his public sector experience he immediately understood that the principles of CRM software for the private sector could be applied to local government to enable cities to improve service for residents. Aber surveying the market and Finding no effective solutions for the City's needs, Steve set out to develop a system that would borrow concepts and ideas from leading private sector organizations and apply them in new ways to serve the needs of government. In 2003, he partnered with Kendall Smith to form Government Outreach and launch to GOCity, the company's flagship Citizen Relationship Management software. In 2005, they added GOEnforce, an innovative and arfordable code enforcement case management solution. Kendall was the ideal founding partner because of his past experience with 17ocumentum and Activiti. Both companies provided business software for managing mission-critical operations and information management in large organizations, including pharmaceutical and finance companies- As Vice President and a founding member at both companies, he led teams to create industry-leading solutions and respected service support organizations. GOCity and GOEnforce were designed from the ground up with the needs of government in mind and, as a result, are the most complete, reliable and comprehensive hosted solutions available. Understanding that success requires more than great software, they added two of the most respected public sector communications specialists in California to support the communications and implementation process. Sheri Benuinghoven, APR., and Scott Summerfield bring five decades of city government experience to the needs of our public agency clients. The founders' and partners' experience in both the private and public sectors bring to the City of Palm Springs qualifications that are unmatched in the industry. As a result, Govermnent Outreach has become the preferred provider for citizen relationship management and code enforcement needs. Among our clients are the Cities of Santa Monica(population 85,000), Anaheim(365,000), Stockton(287,000), San Ramon (56,000), and the Town of Apple Valley (70,000). GOCity—Citizen Relationship Management Page 3 IMMs — -- vernment - -- a 0 `"a utreach ;o��o The Management Team Government Outreach is not your typical company. Its stellar team has vast experience in government, technology, connnunicatious, and operations. Each team member is uniquely qualified and an industry leader in their area of expertise. The core team for the City of Palm Springs will include: ■ . Kendall Smith, Founder ■ Steve Brozosky, Founder ■ Tim Schmidt, Vice President • Scott Summer field, Vice President r Sheri Benninghoven, Vice President A short description of their experience and qualifications follows. KENDALL SMITH—FOUNDER AND PRESIDENT Kendall Srnith brings a very unique set of attributes to the local government clients served by Goverment Outreach_ he's a visionary who bridges the worlds of technology and engineering and is... well, understandable. Kendall observes the needs of local agencies and then can articulate cutting-edge solutions so that managers and the IT staff corn together to better serve citizens. He gained these skills via a variety of engineering and marketing positions for technology firms based throughout the Bay Area as well as in the UK. Most notable, Kendall served as Vice President and Founding Engineer at Documenlum whose enterprise content management software lets global companies' employees simultaneously update and manage business content through the Internet and corporate intranets and share it with partners and clients. Kendall was the Vice President of engineering and managed multiple enterprise products responsible for generating revenue in excess of$50 million. He oversaw all aspects of product development, scheduling and quality ofthe products. Documentum was acquired in 2003 by EMC for approximately$1.7 billion; the company now operates as a division of EMC. STEVE BRozosKy-FOUNDER AND VICE PRESIDENT OF DEVELOPMENT Following his election to the Pleasanton City Council in 2002, Steve Brozosky learned quickly that the city, like most local governments, faced a major challenge to easily process the thousands of requests for services received by the city from citizens, visitors, and businesses. Meeting the classic definition of marketing, he saw the need and, using his vast experience as a software engineer, immediately set about filling this need. Thus was born Government Outreach, the leading provider of citizen relationship management and code enforcement software that helps local government agencies deliver exceptional customer service. He was particularly well-positioned to help meet this need as prior to his election to the City Council, Steve served as Director of Tecluiology Planning for Vantive Corporation, GOCity—Citizen Relationship Management Page 4 ��MMf verttment utreach a market leader of customer relationship management (CM software applications. Vantive was acquired by PeopleSoft and subsequently Oracle. He set the technology vision for the firm, which provided customer interaction software that enabled businesses to improve customer satisfaction and automate customer support, sales, field service and internal help desk functions. Steve is able to take the best practices of the private sector his 20+ years of software development experience, and apply them to the public sector. Tim SCHMIDT--VICE PRESIDENT OF SALES Find a better way—particularly when it comes to leveraging technology to improve customer service. That philosophy summarizes Tim Schmidt's impressive career and makes him a valued member of the Government Outreach team. As Vice President at Vision Internet, he led a transformation in the way governments serve their community via the web and helped make Vision Internet a leading website development firm for local government; as an employee for a southern California city, he innovated the way workforce development services were provided; and in the ski industry he helped create systems that let skiers go direct to lift and bypass the ticket line. Each of these innovations resulted in major improvements in customer service and each resulted from his rich background in technology, operations, and connnunicatious. Tin is once again leading the way to reinvent an industry. His rich experience gives him unique insights into the needs of local government while his innate creativity is helping solve old challenges to find a better way for governments to dramatically improve customer service and streamline operations. SCOTT SUMMERFIELD—VICE PRESIDENT Scott Surmnerficld has a natural curiosity about how things work. From radio stations to professional sports to government agencies, Scott knows the right questions to ask and instinctively knows how to translate industry jargon to words that we all can understand. It's an invaluable skill as Scott provides senior counseling services for clients of Government Outreach. Based on his experience as Director of Communications for the Bay Area town of Newark and as Communications Director for the Oakland Chamber of Commerce, Scott has advised a diverse client roster, including the California Lottery, the League of California Cities, Waste Management, Inc., the State of California Office of Emergency Services, and dozens o f local government entities. Scott is a past president of the California Association of Public Information Officials, which honored him for his lifetime contributions to local government, and a crisis communications instructor for the State of California. He's a past radio journalist in Southern California and media-room coordinator for Bay Area professional football. SHERI BENNINGHOVEN,APR—VICE PRESIDENT As far back as high school, Sheri Benninghoven was fascinated by the work of her hometown city government- She followed the actions of the City Council and paid close GOCity—Citizen Relationship Management Page 5 - - - - ,uvt Zernmet,nt r attention to who managed the city and its various departments. Sheri found a way to combine this passion for the public sector with her innate skills as a strategist and communicator to specializing in helping local government agencies prepare and implement strategic communications programs. Sheri served as the first Cormmunications Director for the League of California Cities and is a former Public Information Officer for the City of Anaheim. She also held the position of Vice'Presy--rit/Group N air"for Ketcliuin Public Relafi6ns Worldwide; managing global high technology public relations programs as well as numerous public agency and corporate accounts. She is a recipient of the Paul Clark Award from the California Association of Public Information Officials (CAPIO) and a founder of the City-County Communications and Marketing Association (3CMA). Sheri is also a former member of the Adjunct Faculty at the University of Southern California, Annenberg School of Communication. Experience Government Outreach has become the solution of choice for California cities and counties. A sampling of clients includes: ■ City of Anaheim ■ City of Santa Monica ■ City of Arvada, CO* r City o f Stockton ■ City of Barstow ■ City of Tracy ■ City of Clovis ■ City of Wilsonville, OR* r City of Manteca ■ Stanislaus County ■ City of Pittsburg ■ Town of Apple Valley N City of San Ramon ■ Town of Queen Creek, AZ* Currently under deployment. The commmunities we serve range in size from less than 10,000 population to more than 450,000 and include cities and counties plus other government agencies. This demonstrates a unique ability to implement versatile and scalable solutions. GOCity—Citizen Relationship Management Page 6 µMr ---- - - - — — - - -- trernment ufreach �RbONP Proposed CRM System 1. What CRM system is your firm proposing? Please describe in detail the system proposed, including all specifications. Proposals must VERIFY compliance with EACH minimum specification and system requirement as defined by the City in the RFP document. ANY exceptions to the minimum specifications or system -requirements MUST be clearly noted and an explanation as to why fhc exception is being taken. YYe are proposing GOCity, our request management software- In reviewing all minimum specifications and system requirements as defined by the City in the RFP document, Government Outreach will meet or exceed each requirement. A full description is provided on page 8 and a cross reference of the minimum requirements is provided in Appendix I on page 26. 2. What is your estimated timeline, from the date of Contract execution, in business days from commencement to completion for the installation and fully functional implementation of the Citizen Request Management system proposed? (Attach a detailed timeline describing the tasks, milestones, and deliverables.) We have a strong track record of implementing our fully functional CRMsystem in less than 90 days. This includes large, con7plex projects for cities like Anaheim and Stockton. We will implementyour CRMsystem in less than 90 days. A description of our implementation is provided on page 16. 3. Name, title, and telephone of the person who will be supervising the work of this Contract for your firm. Kendall Smith. President - (925)92-2768 Attach the Supervisor's resume, including employment history, training, and background. Because your project is so important to us, Kendall Smith, our President, will personally manage your project. ,His biography is provided on page 4. (Additional sheets may be attached, if necessary) A description ofour software acid services are provided in the sections that follow. GOCity--Citizen Relationship Management Page 7 AN vdrr menr — — — ' " — utreach GOCity System Highlights GOCity will enable the City to reinvent the way it serves and communicates with residents. The City of Palm Springs will be more accessible, enabling the City to dramatically improve customer service and empowering staff to cormnunicate one-to-one with residents without creating an additional workload. — =As=the=diagram below thustrat-es,GOCiiTcreates a cotnplee-conununicatioi ss loop where— - requests are captured and submitted via any mode, including the web and phone; managed and tracked through completion; and reported back to the resident- Along the way, the system automatically routes requests to the appropriate staff person, eases collaboration between staff members, and enables an analysis of the results. Residents are able to review the status of their request at anytime, add additional information and provide feedback on their satisfaction. •Phone t .Web •Email ,, -1!'Y+,hYr'11Kti✓,i ' ��m M�iVM*.i�-N,m.�:,!n'p.�,;,ac.r:'y,"frnA'k+hak' 1 -Walk-in r Government Outreach System -Answer Questions � Analyze Performance -Generate Work Requests I I I Reallocate Resources -Manage Workload rI +I •Improra Communication Figure 1 Illustration showing GOCtry communication loop to improve customer service. Several of the main features of the GOCity system arc listed below. This list is not a complete list of all functionality, but is intended to highlight some of the most important and prominent features available: ■ Integrated Knowledge Base to answer the common questions that residents have before they file a request unnecessarily. ■ Automatic account creation to make registration simple for residents. • Anonymous resident support so that requests can be submitted anonymously yet maintaining the ability to check the status of requests via the request number assigned by the system. GOCity--Citizen Relationship Management Page 8 ®R :, --- verrunent ---— utreach N Workflow and rule-based resolution so that each request is routed to the correct staff person and proper steps are completed in the processing of the request. The system also supports priority escalation at predetermined intervals- ■ Notifications and escalations are designed to deliver reminders directly to staff email boxes so they do not miss important dates for following up. Notifications are lightly integrated into the overall workflow to ensure each type of request -generates email notices at the appropriate tunes. —_- ■ Delegation capability for rerouting requests when a staff member is out of the office. ■ Employee collaboration so staff can coordinate across department boundaries on complex requests without having to re-assign the request. ■ Brown Act compliance keeps council members infonned while minimizing potential liability and ensuring confidentiality. ■ Standard response templates let staff respond to commmon requests or questions with consistent responses. Information can be sent via email, letters or by optional InteractiveVoice Response (IVR) integration, they may be sent via an outgoing telephone call. ■ Snell check on employee screens for ensuring professional correspondence. ■ Outbound email broadcast capability to send subscribers agendas, notices or newsletters. r Automatic customer satisfaction surveys to get feedback on the City's service. With this approach, our clients enjoy a response rate of more than 40%. r Contractor review sup,Rort lets contract service-providers access the system while empowering the City to monitor overall performance. ■ Internal request management supports internal requests for IT help desk, facilities maintenance, human resources, and more. ■ Address validation to ensure all addresses are correct (available with G1S option). ■ Customizable forms and fields for tracking any relevant information. The system supports fill-in-the-blank, check boxes, option lists, and file-upload fields. ■ File attachment allows associating all types of documents and files with the request, including photos, scanned letters and related documents. ■ Resource tracking helps managers evaluate staff time and associated costs. ■ More than 20 "standard" reports answer virtually any conceivable question regarding individual requests or overall performance. r Custom report writing for creating reports without programming or using complex third-party design tools. ■ Scheduled report delivery automatically emails reports to staff. Report schedules are configured on a per-user-basis to set which reports will be delivered, to whom, and when. ■ Flexible security model restricts access to fiuictions, records and groups of records. GOCity-Citizen Relationship Management Page 9 0 vertvnenf Yrfrz .,.; ° ■ MS Office integration with Excel, Word and Outlook. ■ Online help and user documentation provides "how to" instructions and "tips" on system usage as well as mouse-over tool-tips in selected areas o fthe system. An online users' manual is provided, as well. r Request locator makes finduig requests simple and easy. Staff can search for requests by location, date, requester, request type, license number or any other field. -- - - Interactive Knowledge Base (FAQs) GOCiry incorporates related information about each service directly onto the electronic form used for submitting the request. Therefore, many questions are answered before the user files the request. This reduces the volume o[requests while being more responsive to residents. usrcr—��.�n.n....,.�.,,�,,-�:^F,-;-�71e7'��+�i �'�="s�"�'i"•.—rrSi:�.:;x;:w:i��.•.'=.'. '.o''--�"�3 Manage all types requests. ' Problem IY, . Pramolc Reoar Iv, Proactively relay information, possibly `"— preventing the need for a service or � �' •. information request. C' 7205an Jadr.o Pr Define custom fields for each type of '• •"""w".n"`" • -''ws a,'k ,a, •wra en(oenu�i nriu ' •.., F•' +,.:a.•n. service, including list PlqunorPommc CLomoaum a. .. boxes and photo upload. Ttwme awryram•Poedo 0. mar no.dab ba mioa A user account is automatically created. The City determines ,ce R•s a:m which requests require 55S55S+ZYr �oeJevaeii(;gm211.com resident information. aoSan Jadrvo Or rwm s�d.� ci, Sme Figure 2 Service request form with integrated Knowledge Base Wormation, The answers to common questions are also available from a centralized FAQs page that may be integrated into the overall navigation of the site. The FAQs page will display the most popular or frequently viewed FAQs, giving users the ability to navigate a topically organized list, and provide feedback on the value of the FAQs in answering their question. It also gives users the ability to access the correct service request form directly GOCity—Citizen Relationship Management Page 10 verrunent ui`reach from the related FAQs - no need for a separate search if the FAQs list does not answer their question. �YYwwF..�� •p Wuy 'a w.4, " ",tr fir'e�'dmm4 YHq Meyr.Xno gyp,llr r". 4 �I Keyword.FAQs Search VI 'q. M as , '( q1P : , ., ii� +4Y?'9 :!^ py! Top 10 FAQs based Lip d3 r� nu. :. tAtq?�A' :.dY,� rt �,yi �V,. upon actual use. ''w'4,.!, ✓ae•.,.,,y,wv,ia,t°Tuwrf�l� ih.I�1�'.4'iM�IWVN'�'1g. �'?rwM'��tidA+.YS° Siwn�r�+�.Gsu;ln=ca!t•,tird.w':' :� N r's� . "lh Whw"w4*4' �9�1`o,wl�tq♦♦�bi..Ma��wr' ' �4, �,t� � Categorized FAQs - Figure 3 An integrated Frequently Asked Questions page is integrated into the site to make it easier for residents to find the information they need before asking their question. NOTE:As an additional option, Government Outreach can provide a library of Knowledge Base content that includes more than 1,000 answers to common question in order to ease the setup process. Advanced Reporting Capabilities GOCity includes an extensive library of standard reports that are graphical and interactive. For example, staff,can view a bar chart of the types of service requests submitted during the past year, click on one of the bars to see the requests, and then click on any specific request to see the detailed record. The system includes more than 20 of these types of reports, such as-, r Open versus closed requests by month ■ Open (or closed) requests by topic ■ Time distribution ofopen/closed requests ■ Map of open requests ■ Flow requests are submitted (web, phone, etc.) • FAQs usage GOCity—Citizen Relationship Management Page 11 - vernment _ Meth ■ Requests requiring action ■ Requests with overdue actions While the included reports will likely solve the City's reporting needs, Government Outreach will also create up to five custom reports. Appendix II on page 29 illustrate various sample reports. __The syswgi-also_provides for_. - - - -- • Custom report writing r Exporting data to Excel ■ Autornatic report delivery via email Optional Modules and Integrations The standard GOCity system is extremely powerful and capable of managing all service and information requests. The system, however, has a number o f options. The optional components include: ■ GOEnforce code enforcement system ■ Lightweight Directory Access Protocol (LDAP) Integration ■ Graphical Information System(GIS) Integration ■ Integrated Voice Recognition (IVR) Integration Other types of integration options are available upon request. GOEnforce Com ENFORCEMENT SYSTEM GOEnforce is a leading code enforcement system and completely integrates with the GOCity citizen relationship management system and your existing website. With GOEnforce, staff may direct incoming requests into code enforcement issues that are managed with specialized tools required of that regimented-and legal--process_ In addition to the functions provided by GOCity, GOEnforce provides the City with: ■ Advanced letter generation automates the creation and tracking of"Courtesy Notices," "Notice of Abate" and any other type of letter or notification. The parameterized templates automatically incorporate standard information plus allow you to incorporate optional paragraphs, pbotos, and other information. Letters are automatically stored and recorded in the system for later retrieval and documentation to support any possible legal action. ■ Administrative citation support including the ability to print and track citations, associated payments and actions. ■ Linking of service requests to code enforcement cases so that residents will automatically receive notices when the case is resolved and closed, This also includes the ability to link multiple requests to a single code enforcement issue. GOCity— Citizen Relationship Management Page 12 WMf 0vernrnent-- --- �. ltreach oM LDAP INTEGRATION With this integration, the authorization is provided by the City's network and uses it to grant access to GOCity and match it to the appropriate staff account. This integration allows IT staff to manage employee accounts centrally. This prevents the need for IT staff to go to multiple systems to disable accounts of employees that may have left the City. GIS INTEGRATION With this integration, addresses can be validated and requests can be mapped from within the CRM system. Layers in the GIS system can also be displayed along with service requests. The GIS integration is useful as it detects incorrect addresses and may also help the City determine problem areas visually. TELE-WORKS IVR INTEGRATION By integrating with an Interactive Voice Recognition (IVR) system, residents can access Knowledge Base information and learn about the status of a service request from their telephone. With the Tele-Works 1 VR integration, residents can call the City to get information or be automatically called by the system with status updates. Additionally, the system can call field stal-Twhen specific types or high priority requests are filed. The interface provides seamless integrations between Government Outreach and Tele- Works systems for ultimate resident convenience and staff simplicity because a single source of information is maintained, yet shared transparently between the systems. The Government Outreach and Tele-Works teams have collaborated to make GOCity the most advanced IVR-enabled CRM system available. GOCity Hosting, Maintenance, and Support GOCity is a hosted solution, meaning that the City does not purchase additional hardware or software, or become involved with network administration or security. A fixed monthly fee includes: ■ A secure and reliable hosted system ■ Ongoing maintenance r Unlimited technical support ■ Unlimited online training ■ System upgrades and enhancements Technical support is available via telephone, email and online. Government Outreach guarantees a 24-hour response time, though most support requests are answered within a few hours during standard office hours of 8 a.m. to 5 p.m., Pacific Standard Time. GOCity—Citizen Relationship Management Page 13 Mht e'rri n t (� utreaCh Software Updates As part of the monthly service, new system features and enhancements are provided at no additional cost. The product is designed so that new features can be selectively accepted by the City at a time that is convenient. Because the software is browser-based and hosted on a remote server, all updates are per Conned on Government Outreach servers. There is no need for the City to update� softwar�iardware to obtain the Tamest software. Backups and Uptime Government Outreach makes system reliability the highest requirement and, as a result, the system has maintained a 100% uptime since the launching of our first customer site. To accomplish this, Government Outreach maintains multiple servers at different facilities that are synchronized in real time. In the event that the main server fails, the backup server will take over; which is transparent to the customer_ Database backups are performed throughout the day to a separate server. In addition to these safeguards, the software uses a series of automated tools to continuously monitor the servers to ensure they are operational and performing appropriately. If there is a problem with a server or network, two separate Government Outreach team members will be paged automatically to take any necessary corrective action. Security to the server is protected at the firewall, operating system database and application levels. The management team's experience comes from developing systems for large corporations, including pharmaceutical companies, where security is a top priority. All servers operate from secure facilities, each of which includes: ■ Keycard and biometric scan required for physical access ■ Backup power generators ■ Redundant fiber optic connectivity ■ fire suppression systems r Staffing 24/7 by certified systems administrators and network engineers The company's focus on system reliability and protection, along with the management team's experience, sets us apart from other hosted solutions. Implementation Plan The Government Outreach solution is more than software. In addition to the proven GOCity CRM system, Government Outreach will also provide: r Expert consulting and project management ■ Communications and marketing support ■ Configuration and implementation GOCity—Citizen Relationship Management Page 14 �xM r - ---- , 5 _ — --- ,vernment sue_ !° utreach ,oM ■ Onsite training ■ Customized documentation Together, these services provide a complete turn-key solution that is more effective and timely than those provided by other firms. "fins is one reason why Govermnent Outreach systems are generally implemented in less than ten weeks. The following sections provide a detA,iled_description ofthese_seryices____ --. Consulting and Project Management Government Outreach understands that one size does not fit all. While there are standard practices, the City of Palm Springs is unique and our process is designed to uncover the City's needs and apply industry "best practices" in meeting individual goals and objectives. With Govermnent Outreach, the City is tapping into an expert team that can dramatically improve customer service and operational efficiency. At the onset of the project, a Project Plan will be developed that takes into account key milestones, agency needs and resources and target deadlines. The Plan will be carefully implemented and monitored to ensure the project is on-tune, on-budget and on-scope, while making the process easy and trouble-free. Communications and Marketing Support A Commnunications Plan to introduce the system to employees and citizens is vital. Government Outreach will work with staff to conduct an effective employee and citizen education program designed to convey the benefits of GOCity and how to take advantage of its array of capabilities. Government Outreach will provide all appropriate written materials, including for use in employee newsletters, emails, the City's Intranet, and citizen corrnnunications (newsletters, homeowner association articles, Chamber of Commerce publications, etc.). In addition, Government Outreach will help devise a comprehensive media outreach strategy, and the drafting of media materials. Configuration and Implementation Govermnent Outreach is committed to the City's success. Implementation will include much more than basic training and setup. The Government Outreach goal is make the installation and implementation process extremely simple for the entire organization. In the consulting process, the details necessary to implement the GOCity system are gathered. The process includes: ■ Configuration of users, departments and security parameters ■ Deflnition of workflows, staff assignments, and processes ■ Configuration of services and accompanying forms • Input of Knowledge Base content and stock replies GOCity—Citizen Relationship Management Page 15 venune ----- OEM utredchnt ■ Customization of screens, reports, and templates for letters and other types of correspondence ■ Implementation of the style sheet to give the service request forms the same overall look and feel as your existing website Government Outreach will per Form the initial configiiiation plus subsequent revisions based upon the City's feedback, ensuring a completely tailored solution to meet the - - -City's individual= iceds. Government Outreach will also provide-oniroin confienrafioil - changes to the system as part of maintenance and support services. Implementation Process A painless roll-out requires a proven methodology based on experience. Government Outreach has developed a six-step process that has shown to be thorough and very effective. Each of these six steps is described in the sections that follow. STEP 1: DISCOVERY In the Discovery stage of the project, Government Outreach takes the time to understand the City's individual needs and the nuances of its existing processes. As part of the discovery process Government Outreach will: N Analyze the City's service offerings ■ Collect existing documents and materials (such as letter and notice templates) ■ Identify information required For tracking service requests ■ Create and analyze a questionnaire for staff department representatives ■ Determine the communications tools in place to reach elected officials, management staff, City employees and residents This process gives a clear picture of the City's needs and how GOCRy can dramatically improve its customer service and communications. STEP2: CONCEPTUALIZATION In the Conceptualization stage, Government Outreach begins applying the best practices in service requests to the implementation of the system. While the Government Outreach team will take the lead in conceiving solutions for the City's needs, City staff will be involved to verify that Government Outreach is on the right track and to offer ideas which may offer new insights. To do this, Government Outreach will hold a detailed information-gathering session with staff that includes: ■ Discuss recommendations ■ Show examples from previous implementations • Listen to and discuss City staff input Following the meeting, Government Outreach will document the system requirements for approval by the City, after which, initial configuration will begin. In addition, a thorough Our service includes up to five custom screens and five customized reports. GOCity-Citizen Relationship Management Page 16 0-unerfergt -- Communications Plan is developed, which includes a list of tactics and deadlines for implementation. STEP 3: IMPLEMENTATION In the implementation stage, Govenunent Outreach will complete the configuration of the system, including adding users, setting up the system security, customizing -- - _-----f'orms/screens,-importing FAQs content, defining service/infoririation request forms,------ --- customizing up to five screens, designing up to five custom reports, defining of workflows and rules, and integrating with other systems, as required. Following the initial configuration, Government Outreach will do extensive testing to ensure that the system is completely functional. The system will then be made available to a few City staff members for review to ensure that it is configured as expected. Government Outreach will make any additional changes based upon the feedback. At the end of the Implementation stage, the City's designated project manager will sign off on the system as complete. The conummications program which targets internal audiences is implemented during this phase. STEP 4: HANDOFF In the Flandoff stage, Government Outreach will begin to prepare the City for using the system to manage its service request process. Government Outreach will provide: ■ A custom Users' Guide that includes screenshots of the City's actual system and instructions on how to use the system to manage its unique processes. ■ An Administrators' Guide that documents how to make configuration changes and administer the system. ■ Onsite training City staff will then have an opportunity to work with the system to make sure they are comfortable with their individual tasks_ Government Outreach will be available to provide support as needed and to answer follow up questions. GOCity-Citizen Relationship Management Page 17 ra<Mr - -" - vermnent - e r 'utreach STEP 5: LAUNCH When the City is ready to go live with the system, Government Outreach will clear out practice records and make the system live- The media outreach effort begins, as does the implementation of additional communications tools to reach the community. — STEP-67vPOST=LAUNCH SUPPORT-""""" Following the launch of the system, Goverunent Outreach will continue to partner with the City to ensure the system meets long-term needs. Ongoing support will include: ■ Free upgrades r Configuration changes as needed ■ Screen or template changes as needed2 ■ Unlimited telephone, email, and web-based training Please refer to GOCity Hosting, Maintenance, and Support on page 13 for more information. Timeline to Deployment The duration for implementation is usually eight to fourteen weeks with the primary factor being the City's ability to provide the information needed. This includes content for templates, letters and workflow information that will be needed to setup and configure the system. The expected schedule is as follows: Stage Tasks Time Discovery ■ Questionnaire 1 —2 Weeks ■ Initial configuration ■ Coranunicationsresearch Conceptualization ■ Brainstorming Session(s) 2— 3 Weeks ■ Initial Implementation Plan Implementation ■ System Configuration 3 — 6 Weeks ■ Importing FAQs and Other Content ■ Customization of screens, reports, and templates ■ Staff Review a Provide communications materials 2 Creation of custom screens, templates,or reports will be billed at our standard rate of$150 per hour. Most customizations may be implemented in less than 4 hours each. GOCity—Citizen Relationship Management Page 18 }MMy - - UIUVIenramcer Stage Tasks Time Handoff a Custom Documentation 1 —2 Weeks ■ Onsite Training Launch ■ Staff Practice 1 Week System Goes Live = a Implement resident infonnation programs (ongoing) Total Time to Launch 8 — 14 Weeks Government Outreach's simple process gets the City up and running quickly and easily. GOCity—Citizen Relationship Management Page 19 - g�rnm ant _ r ' (aluNNOT h References 1. Has your firm, wider its current name or a , revious name, ever failed to complete any work or contract awarded to it? Yes Uo If yes, explain: 2. Is your firm presently uivoly�any litigation with an owner, customer or other governmental agency? Yes No If yes, explain: 3. Are there any judgments, claims, arbitration proceedings its pend'm, or outstanding against your firm or any of its o f&cers? Yes No If yes, explain: 4. List at least four(4) current contracts/references which are snnilar to the requirements in this R17P. CITY OF ANAHEIM-POPULATION 365,000 200 S- Anaheim Blvd. #733 Anaheim, CA 92805 www.anaheim.net Contract Amount: $27,000 per year Contract Term: Annual renewal Greg Garcia, Management Analyst GGarcia@anaheim.net (714) 765- 5094 Modules: ■ GOCity Citizen Relationship Management TOWN OF APPLE VALLEY—POPULATION 70,000 14955 Dale Evans Pkwy Apple Valley, CA 92307 www.applevalley-org Contract Amount: $9,000 per year Contract Term: Annual renewal GOGity-Citizen RelaGanship Management Page 20 000� Oigirrento. ll Kathie Martin, Public Information Officer kmartin @applevalley.org 760-240-7000 x 7070 Modules: ■ GOCity Citizen Relationship Management •__.GO rsfor�ce Code Enforcemenl_Mana ==t.= . CITY OF$AN RAMON--POPULATION 56,000 2228 Camino Ramon San Ramon, CA 94583 www.ci.san-ramon.ca.us Contract Amount: $12,000 per year Contract Tenn: 4 years Herb Moniz, City Manager lunoniz@sanramon.ca_gov (925) 973-2531 Scott Perkins, Council Member sperkins@sanTai-noli.ea.gov (925) 973-2544 Karen McNamara3, Director of Public Service kmcnamara@sanral-non.ca.gov (925) 973-2801 Modules: ■ GOCity Citizen Relationship Management • GOEnforce Code Enforcement Management CITY OF MANTECA—POPULATION 64,000 1001 West Center Street Manteca, CA 95337 www.ci.manteca-ca.us Contract Amount: $12,000 per year Contract Term: Annual renewal Karen McLaughlin, Assistant City Manager kmclaugh1jn@ci.maTiteca.ca.us (209) 239-8453 a Also used GOCity while the Director of Parks and Recreation for the City of Tracy. GOCity—Citizen Relationship Management Page 21 AMA 0'UVte.r=enth 11 Tien Dyke, Information Technology Manager tdyke@ci,manteca.ca.us (209) 825-2331 Vince Hernandez, Council Member ,vhel-nandez@ci.i-naiiLeca.ca.us (209) 825-2593. Modules: - -_— — --- — — ■ GOCity Citizen Relationship Management ■ GOEnforce, Code Enforcement Managcment CITY OF SANTA MONICA-POPULATION 85,000 1685 Main Street Santa Monica, CA 90401 www.Santa-monica.o rg, Contract Amount: S 12,000 per year Contract Tenn: Annual renewal David Yeskel, Information Technology david.yeskel@smgov.net (310) 458-8483 Modules: ■ GOCity Citizen Relationship Management GOCity-Citizen Relationship Management Page 22 FL dverun ant utrIeach Cost Schedule COST SCHEDULE FOR CITIZEN REQUEST MANAGEMENT SYSTEM Responding to Request For Proposals No. 12-07 for a Citizen Request Management System for the City of Palm Springs, the undersigned Proposer proposes and agrees to provide all of the labor, materials, supplies and equipment to provide to the City of Palm Springs a fully operating, functional Citizen Request Management System (CRM) meeting all of the minimum specifications and system requirements defined by the City. 1FWe will provide the specified system and services for the City of Palm Springs, and will accept as full payment the following all-inclusive amount: TOTAL ALL-INCLUSIVE COST: ("includes all direct and indirect costs, including all out-of- pocket expenses) For the lump sum of: $ 8 7Ufor the first year (Price in figures) $flit thousand seven hundred eighty five the first• car (Price in words) (Signature ofAuthorizcd Representative) Kendall Smith (Printed Name of Authorized Representative) Government Outreach June 26 2007 (Name of Firm) & (Date) Addenda Acknowledgement of Receipt: (in the space below write the number of each Addenda received): ADDENDUM (S) # 1, 2 and 3 &/are hereby acknowledged. Annual On-Going Service/Maintenance/Support for Years 2 through 5 = $ 6,000 ner year GOCity—Citizen Relationship Management Page 23 Overrtmnt V utreaceh Budget Summary With GOCity, there are no hidden fees. There is one low setup cost and one Rat monthly support and licensing cost. Descriptions of all costs are outlined below. The setup and configuration includes everything to get up and running including: ■ Consulting — ■ Project Management r Onsite Information Gathering/Kickoff Meeting ■ Setup and Configuration r Customization of up to 5 screens ■ Customization of up to 5 reports r Administrators' Guide ■ Custom Users' Guide r Onsite Training ■ Communications Plan and materials preparation Collectively, these services provide a complete turn-key solution. The chart below shows the cost for initial setup and monthly fees, plus those for optional components. The pricing is based upon a population of 70,000. Below are the setup and hosting costs for each service offering- Module Setup Cost Monthly Cost GOCity S2,785 $500 Optional Modules Knowledge Base Content S6,500 NA Library¢ GO-Enforec $5,000 $300 GIS(ESN)Integration $3,500 S I N Tele-Works 1VR Integrations $3,000 $100 LDAP Integration $3,500 5100 Pricing for additional integrations is available upon request. As described throughout this proposal, Government Outreach offers a hosted solution. The monthly service includes: Includes the content of more than 1,000 answers to common questions. s Does not include fees required by Tale-Works. GO City—Citizen Relationship Management Page 24 �` vrnment �! 0,,e ch ■ Hosting and Backups ■ Maintenance ■ Unlimited Tecluncal Support r Sollware Licensing ■ Software Upgrades --_---- —_W--e-do-not anticipate that-you-will-require-additional services;-ho-:weuer-should you require additional services, our rates are as follows: Service Hourly Rate Consulting S 150 Custom Programming $150 GOCity—Citizen Relationship Management Page 25 vv.Ms Golu vernment Appendix I: Table of Minimum Requirements Within your RFP, you ask for a confirmation of our compliance to each of your minimum requirements. While we will comply with each of your specified requirements, the following table lists references individual pages of the proposal that specifically address the requirements. NOTE.`Sbnfegrrestibnv-are sunzrnarized or abbrei7iated- Thal-a-inednrto M7---- representation Of the original requirement and not a modificalion of the requirement. Requirement Comment Users can ask questions and Grid The online submission and related knowledge base related answers are core functionality. Described in system highlights on page 8 and on page 10 in the section titled: "Interactive Knowledge Base (FAQs)". Users can enter service requests A core functionality that is described throughout this proposal- Users can subscribe to email "Outbound email broadcast capability" is noted on delivery of agendas and other page 9- docuznents Users can offer feedback about The "Automatic customer satisfaction surveys" is quality of service noted on page 9. Answer and track all questions, A core functionality that is described in GOOty emails, and requests System Highlights on page 8. Provide a way for users to check When the user completes the request form, as status of requests through user shown on page 10, the user account is account automatically created. They can check the status of the request at any time. Allow for anonymous submission You can define which types of services allow or of service requests in addition to disallow anonymous submissions- Provide incident tracking, including As described in System Highlights on page 8, the current status, open/closed status, system includes all types of functions for tracking reminder notifications the status of requests and ensuring that they do not get overlooked. GOClty--Citizen Relationship Management Page 26 �MNS 0vernment _ ufreach ^e/IOMP' Requirement Comment Provide a wide variety of standard The system includes over 20 standard reports. reports plus custom reports Appendix 11 on page 29 shows several example reports. - ._ Ability te-create-customized reports Custom reporting capabilities-are described briefly including ability to track staff time, on page 1 I in "Advanced Reporting Capabilities". costs, resolution time, and types of requests Offer prepared responses to certain Standard Response capabilities are noted on page 9 situations plus allow for customized (Standard response templates). You can create a responses and attachments library of prepared responses. Staff has the option to use any number of these responses or craft their own. Prepared responses can be limited to specific departments or staff Staff can add attachments to responses as required. Provide a way to distinguish The type of user submitting the request is easily requests submitted by internal staff, distinguishable in requests screen and in City Council member, and external appropriate reports. citizen or customer Include information-only pages Each form can have a related FAQ or infonmation linked to each applicable request only page- A description of our knowledge base is form as an option for the public to provided on page 10. Staff with appropriate try to resolve their requests without permissions can create FAQs in the system. submitting a request. The system should have a FAQ As noted above and pictured on page 10. Staff creator and ability to link the FAQs with appropriate permissions can create FAQs in to individual request forms- the system. The City's website should have a You can see an example of how the FAQ might FAQ section that allows the public look on page 11 and the request submission form to search for answers to their on page 10, questions and submit requests is the answer is not found Provide a seamless link to the As noted above and shown on page 11. City's website so the user does not feel they left the website. It should include the City's logo and color scheme and be free of advertising. GOCity— Citizen Relationship Management Page 27 �v+Ms tvnent duvetr'orach Requirement Continent Ofl•'er flexibility to City staff in As a template-based system with a rule-based design and management of the engine, any screen in the system is customizable software and rules allow customizing the system behavior. Standard customizations like workflows and custom fields-- are--managed—through simple configuration. Allow several levels of access and We have an advanced security model that allows permissions restricting which staff can view or modify any data in the system. All functions can have restricted access and is controllable by the City. Identify requests that need Requests that are past due or nearing the due date immediate attention are indicated with special colors on the list of open requests plus notices or reminders are sent to staff via email at predefined intervals. Be scalable and integrate with other We offer several integration options as noted on City applications like GIS, Tele- pabe 12. Works, etc. Dynamically display the most This is a standard function as shown on page 11. frequently asked questions Include a spell check feature A standard function included with the system. COCity— Citizen Relationship Management Page 28 �MMl Uuver:ment trach Appendix II: Sample Reports There are more than 20 standard reports that come with the system. These are built-in reports that do not require any configuration. No knowledge of complicated report writing software is required; staff simply clicks a button- Most reports are interactive and include the ability to "drill" down for further _— mformatron hile the systemseduiity-allows-assigning which repo sr iewable by which staff. Below are a few sample reports with descriptions. HOW REQUESTS ARE REPORTED Service Requests and questions may be submitted in a number of ways. The report below allows tracking these modes of reporting by specified date ranges. Clicking on an area of the pie chart lets users drill into the details. How Requests Are Reported For Date Penod 02109Y2005 through 0 212 812 0 0 5 z0 c2", r czx� 4-Z,7 Figure 4 How Requests are Submitted report. GOCity—Citizen Relationship Management Page 29 �NMs �- vernment "'r,y. r w 'utrr, cei OPEN VERSUS CLOSED REQUESTS 13Y MONTH Over the course of a month, requests will be opened, processed and closed. The following report shows the number of requests that were filed within a month and the number that were closed. The `water line" represents the backlog at the end of the month. This lets you know how well you are keeping up with the workload. Open Vs, Closed Requests by Month For pale Penod,07/01Y1004 through'OM 2005 ■ opened 'r Ctvsed 'o,aryw:s xvm�[Era ne donEh 200 _ Soo 542 597 sax 69A 447,, 4A O1 nxe 952 3�d]/ 373 39 n1a 36 35x •� "-" 31 32 hi_B 26x255 25 286 21 tn5 I — 290 vex I Nab, ,'�, Figure 5 Open versus Closed Requests by Month report. OPEN VERSUS CLOSED REQUESTS Report shows open and closed requests by department over any time period. Clicking on the bars in the graph lets user see the details of each department. Open Vs...Closed Regpests For bate, Perind.05MU2005 tluaugh 05012005: - I �'�"op�rcd C104ed. - Soo . . . . 235 231 209 9 la9 16Y. 17 1'J 29 35 E 6 A 3 10 P 10 23 R,,. �, If. •,'it.,,,. - 7 L GOCity—Citizen Relationship Management Page 30 �NMr (Owl lutr anent W'�, utreaCh [ar"° OPEN REQUESTS DISTRIBUTION This report lets managers see how well they are doing in meeting defined service standards. The interactive report goes into the details. Open Requests Distribution-AII Departments Crick on bar to sae request listing 36 35 30 0 2e 15 1e S 3 Y Figure 7 Open Requests IDistributton report. OPEN REQUESTS BY DEPARTMENT This report shows the types of open requests by department. The report offers a high- level overview with the ability to drill into the details of a specific department. Open Regdeds{or Public Works-,5ervices Department , U?u,pagmi -'�rLw�LtnV„DIFTobI[m„ - . 6 R R { i Re n requests specific Figure 8 port of open qu sts for sp 1Hc department. GOCity—Citizen Relationship Management Page 31 )YMd nt 0'.Vt9.jrr,,7h REQUESTS CLOSED ON-TIME This report shows how well each department is meeting defined service levels. Clicking on the bar representing a specific department shows a breakdown for each service provided by the department. Requests Closed On, Ime Forroquegts apaned allo9aoos mrough o5jaorzoos dick on bars to ddiFdown .- 1uu U19 ON 00 e LU: 69 40 20 i a- r Figure 9 Requests Closed On-Time report. Requests Closed,Om•Time:Depadmenl Police Services � Fol requalCopcnod 01,/0y�005 though06Y302005° Click an bar.Ito view bme-W:.do0e dislnbubon. Doc Uz m a rM gu' 5OM x 46, 20 ... Figure 10 Requests Closed On Time report drill down For specific department. GOCity— Citizen Relationship Management Page 32 Ogernment treach 4..rcea`c SURVEY RESULTS This report shows the survey results over any monthly time period. This is an interactive report and details each survey area. Users can "drill down" into the details, including actual survey responses with continents. EMlm,nn nrr.,xl�an^mm s.�Mor nM-61 Tlm.20 Rannep(I ' eol m'rvpMa t n,to%I CGlploy[n G q[nay pnl nzl 'uu�nvr G]JS-ul r,W aN%1 ' pnlw Eugeen[Imv11Mt Nn mmwr e,pevo n,lwvl ' fT or,rl Figure 11 Survey Results report MAPPING REQUESTS Requests can be viewed in a handy mapping format. Users can "mouse over" any request to see a popup of the details or link to the record of the case. The mapping report is ideal for spotting trends and for identifying areas where additional resources may be required. *Map tar O Government oumelch Code Enforcement Lases.lT Result* Owns oVemlonn T,H-,;-Fl,r,,Fl,r¢ l}all��py � , .,e„+1, nr�•I 0 91 SaBeo1. cv ,Il.rme c O'�^wn,r,... .nl n¢ lee. a�rvullnmOn.[s � m'n muenei Tu pvlr-. r_y_ `,"I Q"' al li 'n nypllT llubardAiaAS4] v r Q�e[ll so anxun' �n1\I) rRl]L�rlvc II��II -.eyed dblem I V LTJ ryaPg a �4S Qu tm 4 O m I'il kem-u'w.lrynl. y uWln�ryry Figure 12 Mapping format plots data in an interactive map. These are a sampling of reports provided with the system. in addition, five custom reports will be provided. Based upon our experience, this is more than enough to serve the unique needs of the City. Additionally, the Government Outreach system includes a number of additional advanced reporting capabilities described on page 10. GOCity—Citizen Relationship Management Page 33 EXHIBIT "B" INSURANCE PROVISIONS Including Verification of Coverage, Sufficiency of Insurers, Errors and Omissions Coverage, Minimum Scope of Insurance, Deductibles and Self-Insured Retentions, and Severability of Interests (Separation of Insureds) 10 Revised:8/16/2007 Insurance Consultant shall procure and maintain, at its sole cost and expense, and submit concurrently with its execution of this Agreement, in a form acid content satisfactory to the City, public liability and property damage insurance against all claims for injuries against persons or damages to property resulting from Consultant's performance under this Agreement, Consultant shall also cant' workers' compensation insurance in accordance with California workers' compensation laws- Such insurance shall be kept in full force and effect during the term of this Agreement, including any extension thereof, and shall not be cancelable without thirty (30) days adwnice written notice to City of any proposed cancellation- Certificates oFinsurance evidencing the foregoing and designating the City, its elected officials, officers, employees, agents, and volunteers as additional named insureds by original endorsement shall be delivered to and approved by City prior to commencement of services. The procuring of such insurance and the delivery of politics, certificates, and endorsements evidencing the same shall not be construed as a limitation of Consultant's obligation to indemnify City, its elected officials, officers, agents, employees, and volunteers. A. Minimum Scope of Insurance. The minirnuu amount of insurance required hereunder shall be as follows: 1. Comprehensive general liability and personal injury with limits of at least one million dollars ($1,000,000.00) combined single limit coverage per occurrence and two million dollars ($2,000,000) general aggregate; 2. Automobile liability insurance with limits of at least one million dollars ($1,000,000.00)per occurrence; 3- nx vcasv raa 1; 7ravri (er—i(TFTaxi yr �r ill$� ialm cixmTvra# 4,,,,, •tt:,., a rsg Ann nna a� xxtlaio �xxa u,=;.,0�9A0 AB�per . 7d �ol� ) a a4 aggregate; and, 4. Workers' Compensation insurance in the statutory amount as required by the State of California and Employer's Liability Insurance with limits of at least one million dollars $1 million per occurrence. IF Consultant has no employees, Consultant shall complete the City's Request for Waiver of Workers' Compensation Insurance Requirement form- For any claims related to this Agreement, Consultant's insurance coverage shall be primary insurance as respects City and its respective elected officials, officers, employees, agents, and volunteers. Any insurance or self-insurance maintained by City and its respective elected officials, officers, employees, agents, and volunteers shall be in excess of Consultant's insurance and shall not contribute with it- For Workers' Compensation and Employer's Liability insurance only, the insurer shall waive all rights of subrogation and contribution it may have against City, its elected officials, officers, employees, agents, and volunteers. B. prevides—ela�e pz0•�$bility :, e J,',.,.sultant s a-14-armor£rb""rE-c-in-•,,, crii�-crtnar-( --piareelhase-ta}1 ii3stl e�--afHettlat-tiL-`gdiica-by-art's Agfeem 11 Revised:8/16/2007 the-e0'""•,�pxccivirv�cCrlleu-1+"•.�.e';_lH•'1^-racrcitsTcbreen�e•+ "_ �..� •" T17ai"4�'�" "x'��Cssiarral ie'?i07•Y•1.1} Ji "rrrin�a791'0 eels" 4 2irletl{--vr-n`�12a7�•••th cee cr-C-,,,••••,, e �er]gtL•1•t.,••*a�v4"�""•2"c:�LL•nElti'- *r-ma-s "�-b eelrtE.t�taill•t �,•.•1--fin ' "an--ai5a-v2-re•• •,- ram ue e�-�,e��-to-�Ey-^°�arshas�.,f-t'x-,.�.-�a�redzai-l-il�e�tai�-e�ear�ti•rc��,�•fesral liabi%tq-pc�lie3� C. Sufficiency of Insurers. Insurance required herein shall be provided by authorized insurers in good standing with the State of California. Coverage shall be provided by insurers admitted in the State of California with an A.M. Best's Key Rating of B++, Class VIl, or better, unless otherwise acceptable to the City. D. Verification of Coverage. Consultant shall furnish City with both certificates of insurance and endorsements, including additional insured endorsements, effecting all of the coverages required by this Agt-eement. The certificates and endorsements are to be signed by a person authorized by that insurer to bind coverage on its behalf. All proof of insurance is to be received and approved by the City before work commences. City reserves the right to require Consultant's insurers to provide complete, certified copies of all required insurance policies at any time. Additional insured endorsements are not required for Errors and Omissions and Workers' Compensation policies. Verification of Insurance coverage may be provided by: (1) an approved General and/or Auto Liability Endorsement Four for the City of Palm Springs or (2) an acceptable Certificate of Liability Insurance Coverage with an approved Additional Insured Endorsement with the following endorsements stated on the certificate: 1. "The City of Palm Springs, its q//icial% employees, and agents are named as an additional im5ured... " ("as respects City of Palm Springs Contract No.—" or "for any and all work performed with the City"may be included in this statement). 2. "This insurance is primary and non-contributory over any insurance or self- insurance the City may have..." ("as respects City of Palm Springs Contract No._" or 'for any and all workperformed with the City" may be included in this statement). 3. "Should any of the above described policies be canceled before the expiration date thereof the issuing company will mail 30 days written notice to the Certificate Holder named." Language such as, "endeavor to" mail and "but failure to mail such notice shall impose no obligation or liability of any kind upon the company, its agents or representative" is not acceptable and must be crossed out. 4. Both the Workers' Compensation and Employers' Liability policies shall contain the insurer's waiver of subrogation in favor of City, its elected officials, officers, employees, agents, and volunteers. In addition to the endorsements listed above, the City of Palm Springs shall be named the certificate bolder on the policies. 12 Revised:8/16/2007 All certificates of insurance and endorsements are to be received and approved by the City before work eonunences. All certificates of insurance must be authorized by a person with authority to bind coverage, whether that is the authorized agent/broker or insurance underwriter. Failure to obtain the required documents prior to the commencement of work shall not waive the Consultant's obligation to provide them. E. Deductibles and Self-Insured Retentions. Any deductibles or self-insured retentions must be declared to and approved by the City prior to commencing any work or services under this Agreement. At the option of the City, either the insurer shall reduce or eliminate such deductibles or self-insured retentions as respects the City, its elected officials, officers, employees, agents, and volunteers; or, Consultant shall procure a bond guaranteeing payment of losses and related investigations, claim administration, and defense expenses. Certificates of Insurance must include evidence of the amount of any deductible or self-insured retention under the policy. Consultant guarantees payment of all deductibles and self-insured retentions. F. Severability of Interest, (Separation of Insure. This insurance applies separately to each insured against whom claim is made or suit is brought except with respect to the limits of the insurer's liability. 13 Revised:8/16/2007 acity TM Citizen Relationship Management Proposal Prepared for the {a�pALM 6pR` City of c U N c4 oR .P Palm Springs r f� f C�� Y Government Outreach Tim Schmidt, Vice President 2943 Victoria Ct 425-836-5308 Pleasanton, CA 94566 tim ovoutreach.com 0,, Vernment ��U �� Contents � Table of | CoverLetter............... .. ..................... ............ ............... ------ ...... .............................. l � Background, Exp and Qualifications............................................. ............. .......2 CompanyHistory.......... ............ ...... ................................................. ................ ......3 TheManagement Teuou. ------ .................................... ...... ......... ............. ................4 Experience .....-`........—........^—.......-.......^—.....^--....6 ProposedCRMSvo[mzn..... .................................................... .............. ........................7 G[)CitnSYstmm —`. .................................. ...... .....-.............................. 8 To1Cruutivm KnowledgeBase (FA(l«) ...................... .............. . .... ........ ........... l0 Advanced Reporting Capabilities ........................................ ......... .......... .— ...... ll Optional Modules and Integrations............ ................. ..................... ................... l2 G[)CitvHostinv, Maintenance, and Support... ........ .......... ,. ....... .... . ....... ......... l3 Software Updates.................................... ............................... .......----.......^—, 14 Backupsand |Jn[iom .................................. ............... ...... .............. . .......... ...... l4 ImplementationPlan............................................... ...................... .......................... l4 Consulting and Project Management ............................... ..................................... l5 Communications and MaTketing Support............... ........................ `. ........ ...... 15 Configuration and Implementation..................................... .............. ................... 15 Implementation Process............................ .........................^... .......... ..........^. 16 Timeline b) Deployment...................................... .......... ...................... ............... 18 References ............ ---- ................................ ............................... .' ............... ...........2U CostSchedule........ ............................ .....................................~.....— ....... .............23 Budget Summary^^^^^^~—`^^^'^^^--^^'^^^—`~^^^~^'~^^^~`~~^^~^~-~24 Apoeo8izl: Table of Minimum Requirements................................................. ..........26 Appendix }L Sample Reports......^.......~—......—......—.....—~....29 0itvernment utreach Cover Letter Craig L. Gladders, C.P.M. Procurement and Contracting Manager City of Palm Springs Procurement and Contracting Division 3200 East Tabquitz Canyon Way Palm Springs, CA 92262 June 20, 2007 Dear Selection Committee: Thank you for the opportunity to respond to the City's Request for Proposals to provide a comprehensive Citizen Request Management (CRM) System. After thoroughly reviewing your RFP, we believe that Government Outreach offers the best possible solution for the City of Palm Springs. In addition to meeting or exceeding all your minimum technical requirements, we believe our turn-key approach and comprehensive consulting services will result in a dramatic transformation in the way citizens are served. Our consulting goes far beyond the technical aspects of implementation to include the best practices in customer service, work order management, interdepartmental collaboration, and marketing and communications. Additionally, we take complete responsibility for implementation, performing all configuration, customization, integration, staff training, and documentation. The experience of the Government Outreach team is unmatched in the industry. From a former council member to software engineers to former City PIOs, we know your business and will partner with the City of Palm Springs' team to ensure the right solution at the lowest possible cost. Great software is, of course, essential to success_ It must be flexible, easy to use, and incorporate essential advanced functions_ We are certain that GOCity matches any system feature-for-feature. Our software and an exceptional team led cities from Anaheim to Stockton and Santa Monica to Apple Valley to put their trust in Government Outreach. They have, as a result, received unique and effective solutions that have transformed their relationships with the coirununities they serve. We look forward to being a part of your transformation as well. Sincerely, 7L Tim Schmidt Vice President GOCity—Citizen Relationship Management Page 1 cs , v Ow"uMMent h Background, Experience, and Qualifications 1. Contractor/Firm Name and Address: Government Outreach, 2943 Victoria Meadow Court, Pleasanton, C.A. 94566 2. Name and Title of person authorized to negotiate a contract for the firm_ Kendall Smith, President 3. Telephone Number: (925) 292-2768 Fax Number: (925) 292-2768 Email Address_ Kendall(oeovoutreach.com 4. Type of Firm: ❑ Individual ❑ Partnership ® Corporation ❑ Other 5. Corporation organized under the laws of the State of California 6. Number of years in this type of business: 4 Total Number of Employees: 6 7. On a separate sheet of paper, describe your firm's background and experience and the qualifications of your firm to successfully provide, install, implement, and maintain the CRM system as specified in this REP. (Additional sheets may be attached if necessary) A description of our background, experience, and qualifications of Govermnent Outreach is provided in the pages that follow. GOCity- Citizen Relationship Management Page 2 � . 011r ,uveprnmeNM rnt (r, tre ;eat Company History As a Council Member for the City of Pleasanton, California, Steve Brozosky heard numerous complaints from citizens who had submitted requests for services that went unanswered or who had trouble locating the right staff to address their needs. What was missing was an easy way for residents to request services and a simple way for staff to fill the request and report back to residents. As a founding member of Vantive Corporation's software engineering team Steve played a pivotal role in the creation of the customer service software that would kick-start the CRM revolution for the private sector. Vantive is generally given credit for inventing the acronym, "CRM". From his public sector experience he immediately understood that the principles of CRM software for the private sector could be applied to local government to enable cities to improve service for residents. After surveying the market and finding no effective solutions for the City's needs, Steve set out to develop a system that would borrow concepts and ideas from leading private sector organizations and apply them in new ways to serve the needs of government_ in 2003, he partnered with Kendall Smith to form Government Outreach and launch to GOCity, the company's flagship Citizen Relationship Management software_ In 2005, they added GOEnforee, an innovative and affordable code enforcement case management solution. Kendall was the ideal founding partner because of his past experience with Documenturn and Activiti. Both companies provided business software for managing mission-critical operations and information management in large organizations, including pharmaceutical and finance companies. As Vice President and a founding member at both companies, he led teams to create industry-leading solutions and respected service support organizations. GOCity and GOFnforce were designed from the ground up with the needs of government in mind and, as a result, are the most complete, reliable and comprehensive hosted solutions available. Understanding that success requires more than great software, they added two of the most respected public sector connmunications specialists in California to support the communications and implementation process. Sheri Benninghoven, APR, and Scott Surrunerfield bring five decades of city government experience to the needs of our public agency clients_ The founders' and partners' experience in both the private and public sectors bring to the City of Palm Springs qualifications that are umnatchcd in the industry. As a result, Government Outreach has become the preferred provider for citizen relationship management and code enforcement needs. Among our clients are the Cities of Santa Monica(population 85,000), Anaheim(365,000), Stockton(287,000), San Ramon (56,000), and the Town ofApple Valley (70,000). GOCity—Citizen Relationship Management Page 3 plum,n Ovtr ent uv reach The Management Team Government Outreach is not your typical company. Its stellar team has vast experience in government, technology, cornnmunications, and operations. Each team member is uniquely qualified and an industry leader in their area of expertise. The core team for the City of Palm Springs will include: ■ Kendall Smith, Founder ■ Steve Brozosky, Founder ■ Tim Schmidt, Vice President ■ Scott Surmmerfield, Vice President ■ Sheri Benninghoven, Vice President A short description of their experience and qualifications follows. KENDALL SMITH—FOUNDER AND PRESIDENT Kendall Smith brings a very unique set of attributes to the local government clients served by Government Outreach: he's a visionary who bridges the worlds of technology and engineering and is... well, understandable. Kendall observes the needs of local agencies and then can articulate cutting-edge solutions so that managers and the IT staff come together to better serve citizens. He gained these skills via a variety of engineering and marketing positions for technology firms based throughout the Bay Area as well as in the UK. Most notable, Kendall served as Vice President and Founding Engineer at Documentum whose enterprise content management software lets global companies' employees simultaneously update and manage business content through the Internet and corporate intranets and share it with partners and clients. Kendall was the Vice President of engineering and managed multiple enterprise products responsible for generating revenue in excess of S50 million. He oversaw all aspects of product development, scheduling and quality of the products. Documentum was acquired in 2003 by EMC for approximately S 1.7 billion; the corapany now operates as a division of EMC. STEVE BROzowy—FOUNDER AND VICE PRESIDENT OF DEVELOPMENT Following his election to the Pleasanton City Council in 2002, Steve Brozosky learned quickly that the city, like most local governments, laced a major challenge to easily process the thousands of requests for services received by the city from citizens, visitors, and businesses. Meeting the classic definition o f marketing, he saw the need and, using his vast experience as a software engineer, immediately set about filling this need. Thus was born Government Outreach, the leading provider of citizen relationship management and code enforcement software that helps local government agencies deliver exceptional custorner service. He was particularly well-positioned to help meet this need as prior to his election to the City Council, Steve served as Director ofTeclurology Planning for Vantive Corporation, GOCity— Citizen Relationship Management Page 4 •A GN/A s� Ouvernment trectch a market leader of customer relationship management (CRM) software applications. Vantive was acquired by PcopleSofl and subsequently Oracle. He set the technology vision for the firm, which provided customer interaction software that enabled businesses to improve customer satisfaction and automate customer support, sales, field service and internal help desk functions. Steve is able to take the best practices of the private sector his 20+years of software development experience, and apply them to the public sector. Tim SCHMIDT—VICE PRESIDENT OF SALES Find a better way--particularly when it comes to leveraging technology to improve customer service. That philosophy summarizes Tim Sclunidt's impressive career and makes him a valued member of the Government Outreach team. As Vice President at Vision Internet, he led a transformation in the way governments serve their community via the web and helped make Vision 1mernet a leading website development firm for local government; as an employee for a southern California city, he innovated the way workforce development services were provided; and in the ski industry he helped create systems that let skiers go direct to lift and bypass the ticket line. Each of these hmovations resulted in major improvements in customer service and each resulted from his rich background in technology, operations, and communications. Tim is once again leading the way to reinvent an industry. His rich experience gives him unique insights into the needs of local govermnent while his innate creativity is helping solve old challenges to find a better way for governments to dramatically improve customer service and streamline operations. SCOTT SUMMERFIELD—VICE PRESIDENT Scott Summnerfield has a natural curiosity about how things work. From radio stations to professional sports to govemment agencies, Scott knows the right questions to ask and instinctively knows how to translate industry jargon to words that we all can understand. It's an invaluable skill as Scott provides senior counseling services for clients of Govermnent Outreach. Based on his experience as Director of Counnnunications for the Bay,Area town of Newark and as Communications Director for the Oakland Chamber of Commerce, Scott has advised a diverse client roster, including the California Lottery, the League of California Cities, Waste Management, Inc., the State of California Office of Emergency Services, and dozens of local government entities_ Scott is a past president of the California Association of Public Information Officials, which honored him for his lifetime contributions to local government, and a crisis communications instructor for the State of California_ He's a past radio journalist in Southern California and media-room coordinator for Bay Area professional football. SHERI BENNINGHOVEN,APR—VICE PRESIDENT As far back as high school, Sheri Benninghoven was fascinated by the work of her hometown city government. She followed the actions of the City Council and paid close GOCity—Citizen Relationship Management Page 5 dfvernmentr ht u. attention to who managed the city and its various departments. Sheri found a way to combine this passion for the public sector with her innate skills as a strategist and communicator to specializing in helping local govermnent agencies prepare and implement strategic communications programs. Sheri served as the lirst Connnunications Director for the League of California Cities and is a former Public Information Officer for the City of Anaheim. She also held the position of Vice President/Group Manager for Ketchum Public Relations Worldwide, managing global high technology public relations programs as well as numerous public agency and corporate accounts. She is a recipient of the Paul Clark Award from the California Association of Public Information Officials (CAPIO) and a founder of the City-County Communications and Marketing Association(3CMA). Sheri is also a former member of the Adjunct Faculty at the University of Southern California, Annenberg School of Connnunication. Experience Government Outreach has become the solution of choice for California cities and counties. A sampling of clients includes: • City of Anaheim r City of Santa Monica ■ City of Arvada, CO* w City of Stockton • City of Barstow ■ City of Tracy ■ City of Clovis ■ City of Wilsonville, OR* ■ City of Manteca r Stanislaus County ■ City of Pittsburg ■ Town of Apple Valley ■ City of San Ramon r Town of Queen Creek, AZ* * Currently tinder deployment. The con anunities we serve range in size from less than 10,000 population to more than 450,000 and include cities and counties plus other government agencies. This demonstrates a unique ability to implement versatile and scalable solutions. GOCity—Citizen Relationship Management Page 6 6,� vertu»ent r utreac Proposed CRM System 1. What CRM system is your firm proposing? Please describe in detail the system proposed, including all specifications. Proposals must VERIFY compliance with EACH minimum specification and system requirement as defined by the City in the RFP document. ANY exceptions to the minimum specifications or system requirements MUST be clearly noted and an explanation as to why the exception is being taken. We are proposing GOCity, our request management software. In reviewing all minimum specifications and system requirements as defined by the City in the RFP document, Government Outreach will meet or exceed each requirement. A full description is provided on page 8 and a cross reference of the minimum requirements is provided in Appendix I on page 26. 2. What is your estimated timeline, from the date of Contract execution, in business days from commencement to completion for the installation and fully functional implementation of the Citizen Request Management system proposed? (Attach a detailed timeline describing the tasks, milestones, and deliverables.) We have a strong track record of implementing our fully functional CRM system in less than 90 days. This includes large, complex projects for cities like Anaheim and Stockton. We will implement your CRMsystem in less than 90 days. A description Qf our implementation is provided on page 16. 3. Name, title, and telephone of the person who will be supervising the work of this Contract for your firm: I,'endall Smith, President - (925) 292-2768 Attach the Supervisor's resume, including employment history, training, and background. Because your project is so important to us, .Kendall Smith, our President, will personally manage your project. His biography is provided an page 4. (Additional sheets may be attached, if necessary) A description of our software and services are provided in the sections that follow. GOCity--Citizen Relationship Management Page 7 05� O.verrenf utrh GOCity System Highlights GOCity will enable the City to reinvent the way it serves and communicates with residents. The City of Palm Sprints will be more accessible, enabling the City to dramatically improve customer service and empowering staff to communicate one-to-one with residents without creating an additional workload. As the diagram below illustrates, GOCity creates a complete communications loop where requests are captured and submitted via any mode, including the web and phone; managed and tracked through completion; and reported back to the resident. Along the way, the system automatically routes requests to the appropriate staff person, eases collaboration between staff members, and enables an analysis of the results. Residents are able to review the status of their request at anytime, add additional information and provide feedback on their satisfaction- - r•��r.r. �I r 4 r�l:�'i i.r�rrr�rr i -Phun -Web❑ L 1 V V -Email •Walk-in Retluest Resolve Respond GovernmentOutreach -Answer Questions I Analyze Performance •Generate Work Requests .Reallocate Resources •Manage Workload -Improve Communication -- City Manager/ Figure I Illustration showing GOCity communication loop to improve customer service. Several of the main features of the GOCity system are listed below. This list is not a complete list of all functionality, but is intended to highlight some of the most important and prominent features available: ■ Intenrated Knowledge Base to answer the common questions that residents have before they file a request unnecessarily. ■ Automatic account creation to make registration simple for residents- ■ Anonymous resident support so that requests can be submitted anonymously yet maintaining the ability to check the status of requests via the request number assigned by the system GOCity-- Citizen Relationship Management Cage 8 e,tNM r�i nment 0,uvertreac6 oF° ■ Workflow and rule-based resolution so that each request is routed to the correct staff person and proper steps are completed in the processing of the request. The system also supports priority escalation at predetermined intervals. ■ Notifications and escalations are designed to deliver reminders directly to staff email boxes so they do not miss important dates for following up. Notifications are tightly integrated into the overall workflow to ensure each type of request generates email notices at the appropriate tunes. ■ Delegation capability for rerouting requests when a staff member is out of the office. ■ Employee collaboration so staff can coordinate across department boundaries on complex requests without having to re-assign the request. ■ Brown Act compliance keeps council members informed while minimizing potential liability and ensuring confidentiality_ ■ Standard response templates let staff respond to common requests or questions with consistent responses. Information can be sent via email, letters or by optional Interactive Voice Response (IVR) integration, they may be sent via an outgoing telephone call. r Spell check on employee screens for ensuring professional correspondence. w Outbound email broadcast capability to send subscribers agendas, notices or newsletters. ■ Automatic customer satisfaction surveys to get feedback on the City's service. With this approach, our clients enjoy a response rate of more than 40%. ■ Contractor review support lets contract service-providers access the system while empowering the City to monitor overall performance. ■ Internal request management_ supports internal requests for IT help desk, facilities maintenance, human resources, and more. ■ Address validation to ensure all addresses are correct (available with GIS option). ■ Customizable forms and fields for tracking any relevant infonnation. The system supports fill-in-the-blank, check boxes, option lists, and file-upload fields. r File attachment allows associating all types of documents and files with the request, including photos, scanned letters and related documents. ■ Resource trackine helps managers evaluate staff time and associated costs_ ■ More tban 20 "standard" reports answer- virtually any conceivable question regarding individual requests or overall performance. ■ Custom report writing for creating reports without programming or using complex third-party design tools_ r Scheduled report delivery automatically emails reports to staff. Report schedules are configured on a per-user-basis to set which reports will be delivered, to whom, and when. ■ Flexible security model restricts access to functions, records and groups of records. GOCity—Citizen Relationship Management Page 9 LMs� 'S,i>y #s w verrc1c7h h, utreach ,eaa•P r MS Office integration with Excel, Word and Outlook. ■ Online help and user documentation provides "how to" instructions and 'lips" on system usage as well as mouse-over tool-tips in selected areas of the system. An online users' manual is provided, as well. r Request locator makes finding requests simple and easy. Staff can search for requests by location, date, requestor, request type, license number or any other field. Interactive Knowledge Base (FAQs) G00ty incorporates related information about each service directly onto the electronic form used for submitting the request. Therefore, many questions are answered before the user files the request. This reduces the volume of requests while being more responsive to residents. ~ _ Puaw.wlrretvny�ilWru.W'r In Mn ___ _ _ _� f uswnamc_Ci-- ❑Hpngnppnp 59Mn Passware of I Manage all types of requests. - eMwrredrgrrnrrraoara.th.M.+- //q..rppa rerpunw Mpu Nco I PmLlem 11 Sal 97bplc l Ppllrple Repmr Proactively relay I $04ommr me Cltywelcam.a r.pory hum pmrrs meld readw � W d _-��- eer.. nml yrYoraponcle W ihool opwdma el "I information, possibly , m.Cga llana,hance o.ersham Orgr 0 yJypyej preventing the need :'I oreupmll your reuucd onlrn. �, pO for a service or nElnp m lh wllh ..nd locenon 00,fample o4Sld. " ti .buildo alan..n 1W TGhwe NE lu helmh dNE to information request. ea.ry who help Weed reopen,.Ym. �v I .I Lgarxr I42h 5an�adnm or it Define custom fields "ne. con I = w for each type of I 0000 ANarlimenloapulpnon(eplaulL^bfilp nvnq FII. service, including list ❑ IFlaure al Po hplc Fpe hone Cl oral Cenrmenh boxes and photo ❑ j upload. Thara kawrylar9e pomplp en my s4.el lnar neepa to hp filipd f i I PNB]e�aC/IOI YS+urP'rdl.m a ' ' orn.+'w In ON.II A user account is automatically created. Enwnq ypwname a/pamrl Wtl/ep Agra us mrunmunlcWa wNygyuurliwayp,glark ry./�p-uut The City determines lnay.ma me _ rarn.m.IRnaoem I which requests require number 55755-t2� �-•"'- Emrl.v.uoo maleenlQAmsllmm resident information. AIR m@ •choi.1220s3n Jatlntp or —Cb�Pelm Spdnpc h•� Blau la -- np mNp Figure 2 Service request form with integrated Knowledge Base information. The answers to common questions are also available from a centralized FAQs page that may be integrated into the overall navigation of the site. The FAQs page will display the most popular or frequently viewed FAQs, giving users the ability to navigate a topically organized list, and provide feedback on the value of the FAQs in answering their question. It also gives users the ability to access the correct service request form directly GOGity--Citizen Relationship Management Page 10 R4 r5� � utreach vertutlent l from the related FAQs - no need for a separate search if the FAQs list does not answer their question. Ik.191 about-e..N9lrCamN..wm•uryCwlcJ•Wyrbn.nt9- wrrn u.0 rn9 W.rcomo to Our Online FAO libraWtjs 9AeM d.elpnud b prpyide wn [Ylrb Cdnry! and Wsrlpm Will a zybkar Cary Hurl=pMnpynu the OPOrto tv to 9=9ACrrykatl 24 nppm 9 day i- _ ob"aftpty0woWnlrom9 P.ArilYau Han a pusNpn or a cpmmknai Wnbcma . CIU6e .mpl=.9rpwto mad e.q..rey r.pY9slvdlNmnrrtlon he,wnoua elm do,nmOdle Keyword FAQs Search . 11J0YJuasoln ormpy99ll99tbmaarsu Md OWCONTB.a 6'9n\cornpim an.apyh, • You,myubtN l."idoN eM.ulpmd."r.ubd brre pr.p.rOlry J9p9lM9nllorp .9WYJn.Yw mrr MUM natlA[Lon prop 6tBIY9 elYeua abpY09t N9 fmflr 0(/non. QUICK Find and Most J'regaently Requas onnation Top 10 FAQs based 9.arm by k]Y wordf lb And anawr.pure 1 BL, 4]tal Jain ".10 le. smrcd Y UW1111n9 nm .911 Wll u ; upon acm3l llse. -.^._.— 3 Lmtp d. bAnl9 N9q]N 5 a+•r��^rm e Ape idarr ed yiolla / Rpadsde We=add.Huu6 A Pol Adoddun 9 Tr9jlrrJ2W10u in npmnmrcr.n TOPICS by area Categorized FAQs • •nlmgs `rnlrenmen..nb•- '�•a-omm„�..`Ycra � GeneaJ • r„"J�Q P+!lop 3EflP11Wtl • f.0.p„Cd�rnre R:]dsa a3Peejp • prJ9VAnd WM/r VmiAp91"rateLtduaagnSf911g.:aWhrmaila� contact us ----------- -- Neke.2emc.a.pjaf/t Figure 3 An integrated Frequently Asked Questions page is integrated into the site to make it easier for residents to find the information they need before asking their question. NOTE:As an additional option, Government Outreach can provide a library of Knowledge Base content that includes more than 1,000 answers to common question in order to ease the setup process. Advanced Reporting Capabilities GOCity includes an extensive library of standard reports that are graphical and interactive. For example, staff can view a bar chart of the types of service requests submitted during the past year, click on one of the bars to see the requests, and then click on any specific request to see the detailed record- The system includes more than 20 of these types of reports, such as: ■ Open versus closed requests by month ■ Open(or closed) requests by topic ■ Time distribution ofopen/closed requests ■ Map of open requests ■ How requests are submitted (web, phone, etc.) ■ FAQs usage GOCity—Citizen Relationship Management Page 11 Mrs y s, Uuvetrr:aTc7h ■ Requests requiring action ■ Requests with overdue actions While the included reports will likely solve the City's reporting needs, Government Outreach will also create up to five custom reports. Appendix II on page 29 illustrate various sample reports. The system also provides for ■ Custom report writing ■ Exporting data to Excel ■ Automatic report delivery via email Optional Modules and Integrations The standard GOCity system is extremely powerful and capable of managing all service and information requests. The system however, has a number of options. The optional components include: ■ GOEnforce code enforcement system ■ Lightweight Directory Access Protocol(LDAP) Integration ■ Graphical Information System(GIS) Integration r Integrated Voice Recognition (IVR) Integration Other types of integration options are available upon request. GOEnforce CODE ENFORCEMENT SYSTEM GOE.nforee is a leading code enforcement system and completely integrates with the GOCity citizen relationship management system and your existing website. With GOEnforce, staff may direct incoming requests into code enforcement issues that are managed with specialized tools required of that regimented— and legal -- process. In addition to the functions provided by GOCity, GOEnforce provides the City with: r Advanced letter generation automates the creation and tracking of"Courtesy Notices," "Notice of Abate" and any other type of letter or notification- The parameterized templates automatically incorporate standard information plus allow you to incorporate optional paragraphs, photos, and other information. Letters are automatically stored and recorded in the system for later retrieval and documentation to support any possible legal action_ ■ Administrative citation sunnort including the ability to print and track citations, associated payments and actions. ■ Linking of service requests to code enforcement cases so that residents will automatically receive notices when the case is resolved and closed. This also includes the ability to link multiple requests to a single code enforcement issue_ GOCity - Citizen Relationship Management Page 12 (.,e vernment utreach LDAP INTEGRATION With this integration, the authorization is provided by the City's network and uses it to grant access to GOCity and match it to the appropriate staff account. This integration allows IT staff to manage employee accounts centrally. This prevents the need for IT staff to go to multiple systems to disable accounts of employees that may have left the City. GIS INTEGRATION With this integration, addresses can be validated and requests can be mapped from within the CRM system Layers in the GIS system can also be displayed along with service requests. The GIS integration is useful as it detects incorrect addresses and may also help the City determine problem areas visually. TELE-WORKS IVR INTEGRATION By integrating with an Interactive Voice Recognition (IVR) system, residents can access Knowledge Base information and learn about the status of a service request from their telephone. With the Tele-Works 1VR integration, residents can call the City to get information or be automatically called by the system with status updates. Additionally, the system can call field staff when specific types or high priority requests are filed. The interface provides seamless integrations between Government Outreach and Tele- Works systems for ultimate resident convenience and staff simplicity because a single source of information is maintained, yet shared transparently between the systems. The Government Outreach and Tele-Works teams have collaborated to make GOCity the most advanced IVR-enabled CRM system available. GOCity Hosting, Maintenance, and Support GOCity is a hosted solution, meaning that the City does not purchase additional hardware or software, or become involved with network administration or security. A fixed monthly fee includes: ■ A secure and reliable hosted system r Ongoing maintenance ■ Unlimited technical support r Unlimited online training ■ System upgrades and enhancements Technical support is available via telephone, eunail and online. Government Outreach guarantees a 24-hour response time, though most support requests are answered within a few hours during standard office hours of 8 a.m. to 5 p.m., Pacific Standard Time. GOCity--Citizen Relationship Management Page 13 vernntent 'utr=h Software Updates As part of the monthly service, new system features and enhancements are provided at no additional cost. The product is designed so that new features can be selectively accepted by the City at a time that is convenient. Because the software is browser-based and hosted on a remote server, all updates are performed on Government Outreach servers. There is no need for the City to update any software or hardware to obtain the latest software. Backups and Uptime Government Outreach makes system reliability the highest requirement and, as a result, the system has maintained a 100% uptime since the launching of our first customer site. To accomplish this, Govermnent Outreach maintains multiple servers at different facilities that are synchronized in real time_ In the event that the main server fails, the backup server will take over; which is transparent to the customer_ Database backups are performed throughout the day to a separate server. In addition to these safeguards, the software uses a series of automated tools to continuously monitor the servers to ensure they are operational and performing appropriately. If there is a problem with a server or network, two separate Government Outreach team members will be paged automatically to take any necessary corrective action. Security to the server is protected at the frewall, operating system, database and application levels. The management team's experience comes from developing systems for large corporations, including pharmaceutical companies, where security is a top priority. All servers operate from secure facilities, each of which includes: r Keyeard and biometric scan required for physical access ■ Backup power generators ■ Redundant fiber optic connectivity ■ Fire suppression systems ■ Staffing 24/7 by certified systems administrators and network engineers The company's focus on system reliability and protection, along with the management team's experience, sets us apart from other hosted solutions. Implementation Plan The Government Outreach solution is more than software_ in addition to the proven GOCity CRM system, Government Outreach will also provide: ■ Expert consulting and project management ■ Communications and marketing support ■ Configuration and implementation GOCity—Citizen Relationship Management Page 14 wm h 1/. 4 ,vernment � .. utredch ,2 ■ Onsite training ■ Customized documentation Together, these services provide a complete turn-key solution that is more effective and timely than those provided by other firms. This is one reason why Government Outreach systems are generally implemented in less than ten weeks. The following sections provide a detailed description of these services. Consulting and Project Management Govermnent Outreach understands that one size does not fit all. While there are standard practices, the City of Palm Springs is unique and our process is designed to uncover the City's needs and apply industry`best practices" in meeting individual goals and objectives. With Govermnent Outreach, the City is tapping into an expert team that can dramatically improve customer service and operational efficiency. At the onset of the project, a Project Plan will be developed that takes into account key milestones, agency needs and resources and target deadlines_ The Plan will be carefully implemented and monitored to ensure the project is on-time, on-budget and on-scope, while making the process easy and trouble-tree. Communications and Marketing Support A Communications Plan to introduce the system to employees and citizens is vital. Government Outreach will work with staff to conduct an effective employee and citizen education program designed to convey the benefits of G000; and how to take advantage of its array of capabilities. Government Outreach will provide all appropriate written materials, including for use in employee newsletters, emails, the City's Intranet, and citizen communications (newsletters, homeowner association articles, Chamber of Commerce publications, etc.)_ In addition, Government Outreach will help devise a comprehensive media outreach strategy, and the drafting of media materials. Configuration and Implementation Government Outreach is committed to the City's success. Implementation will include much more than basic training and setup. The Government Outreach goal is make the installation and implementation process extremely simple for the entire organization. In the consulting process, the details necessary to implement the G00ty system are gathered. The process includes: ■ Configuration of users, departments and security parameters ■ Definition ofworkflows, staff assignments, and processes r Configuration ofservices and accompanying forms • Input of Knowledge Base content and stock replies GOCity—Citizen Relationship Management Page 15 dR,r, UvitqrrentIrt, ■ Customization of screens, reports, and templates for letters and other types of correspondence' ■ Implementation of the style sheet to give the service request forms the same overall look and feel as your existing website Government Outreach will perform the initial configuration plus subsequent revisions based upon the City's feedback, ensuring a completely tailored solution to meet the City's individual needs. Government Outreach will also provide ongoing configuration changes to the system as part of maintenance and support services. Implementation Process A painless roll-out requires a proven methodology based on experience. Govermnent Outreach has developed a six-step process that has shown to be thorough and very effective. Each of these six steps is described in the sections that follow. STEP 1: DISCOVERY In the Discovery stage of the project, Government Outreach takes the time to understand the City's individual needs and the nuances of its existing processes. As part of the discovery process Government Outreach will: ■ Analyze the City's service offerings ■ Collect existing documents and materials (such as letter and notice templates) ■ Identify information required for tracking service requests r Create and analyze a questionnaire for staff department representatives ■ Determine the communications tools in place to reach elected officials, management staff City employees and residents This process gives a clear picture ofthe City's needs and how GOCity can dramatically improve its customer service and conummications. STEP2: CONCEPTUALIZATION In the Conceptualization stage, Government Outreach begins applying the best practices in service requests to the implementation of the system. While the Government Outreach team will take the lead in conceiving solutions for the City's needs, City staff will be involved to verify that Government Outreach is on the right track and to offer ideas which may offer new insights. To do this, Government Outreach will hold a detailed information-gathering session with staff that includes: ■ Discuss recommendations • Show examples from previous implementations ■ Listen to and discuss City staff input Following the meeting, Government Outreach will document the system requirements for approval by the City, after which, initial configuration will begin. In addition, a thorough Our service includes up to five custom screens and five customized reports. GOCity—Citizen Relationship Management Page 16 ezo- —Vernment utreach Communications Plan is developed, which includes a list of tactics and deadlines for implementation. STEP 3: IMPLEMENTATION In the implementation stage, Government Outreach will complete the configuration of the system including adding users, setting up the system security, customizing forms/screens, importing FAQs content, defining service/information request forms, customizing up to five screens, designing up to five custom reports, defining of workflows and rules, and integrating with other systems, as required. Following the initial configuration, Govermnent Outreach will do extensive testing to ensure that the system is completely functional. The system will then be made available to a few City staff members for review to ensure that it is configured as expected_ Government Outreach will make any additional changes based upon the feedback. At the end of the Implementation stage, the City's designated project manager will sign off on the system as complete. The cormnunications program which targets internal audiences is implemented during this phase. STEP 4: HANdOFF In the Handoff stage, Govermnent Outreach will begin to prepare the City for using the system to manage its service request process. Government Outreach will provide: ■ A custom Users' Guide that includes screenshots of the City's actual system and instructions on how to use the system to manage its unique processes. r An Administrators' Guide that documents how to make configuration changes and administer the system. ■ Onsite training City staff will then have an opportunity to work with the system to make sure they are comfortable with their individual tasks. Government Outreach will be available to provide support as needed and to answer follow up questions. GOCity—Citizen Relationship Management Page 17 ou"T , (�, verruttent �yutreach STEP 5: LAUNCH When the City is ready to go live with the system, Govermnent Outreach will clear out practice records and make the system live. The media outreach effort begins, as does the implementation of additional coimnunications tools to reach the community. STEP 6: PosT-LAUNCH SUPPORT Following the launch of the system, Government Outreach will continue to partner with the City to ensure the system meets long-term needs. Ongoing support will include: ■ Free upgrades r Configuration changes as needed ■ Screen or template changes as needed'` ■ Unlimited telephone, email, and web-based training Please refer to GOCiry Hosting, Maintenance, and Support on page 13 for more information. Timeline to Deployment The duration for implementation is usually eight to fourteen weeks with the primary factor being the City's ability to provide the information needed. This includes content for templates, letters and workflow information that will be needed to setup and configure the system. The expected schedule is as follows: Stage Tasks Time Discovery a Questionnaire I —2 Weeks ■ Initial configuration r Communications research Conceptualization ■ Brainstorming Session(s) 2— 3 Weeks ■ initial Implementation Plan Implementation r System Configuration 3 — 6 Weeks ■ Importing FAQs and Other Content ■ Customization of screens, reports, and templates r Staff Review ■ Provide communications materials z Creation of custom screens,templates,or reports will be billed at our standard rate of$150 per hour. Most customizations may be impleineuted in less than 4 hours each, GOCity—Citizen Relationship Management Page 18 x U,uvernment .ems•, triMe Stage Tasks Time Handoff ■ Custom Documentation 1 —2 Weeks x Onsite Traininb Launch r Staff Practice 1 Week r System Goes Live x Implement resident information programs (ongoing) Total Time to Launch 8 — 14 Weeks Government Outreach's simple process gets the City up and running quickly and easily. GOCity- Citizen Relationship Management Page 19 ftvetrrrent h References 1. Has your firm, under its current name or a revious name, ever failed to complete any work or contract awarded to it? Yes Uo If yes, explain: 2. Is your Finn presently iiivoly�any litigation with an owner, customer or other governmental agency? Yes No If yes, explain: 3. Are there any judgments, claims, arbitration proceedings its pending or outstanding against your firm or any of its officers? Yes No If yes, explain: 4. List at least four(4) current contracts/references which are similar to the requirements in this POP. CITY OF ANAHEIM-POPULATION 365,000 200 S. Anaheim Blvd. #733 Anaheim, CA 92805 www.anaheim.net Contract Amount_ S27,000 per year Contract Tenn: Aimual renewal Greg Garcia, Management Analyst GGarcia@anaheim.net (714) 765- 5094 Modules: ■ GOCiry Citizen Relationship Management TOWN OF APPLE VALLEY-POPULATION 70,000 14955 Dale Evans Pkwy Apple Valley, CA 92307 www.applevalley.org Contract Amount: S9,000 per year Contract Term: Annual renewal GOCity—Citizen Relationship Management Page 20 0-verrvnent ��''ss++utr=h Kathie Martin, Public Information Officer kmartin@applevalley.org 760-240-7000 x 7070 Modules: • GOCiry Citizen Relationship Management ■ GOEnforce Code Enforcement Management CITY OF SAN RAMON—POPULATION 56,000 2228 Camino Ramon San Ramon, CA 94583 www.ci.san-ramon.ca.us Contract Amount: S 12,000 per year Contract Term: 4 years Herb Moniz, City Manager hmo niz @s am amo n_ca.go v (925) 973-2531 Scott Perkins, Council Member sperkins@sanramon.ca.gov (925) 973-2544 Karen McNamara3, Director of Public Service kmcnamara@sanramon.ca_gov (925) 973-2801 Modules: ■ GOCily Citizen Relationship Management ■ GOEnforce Code Enforcement Management CITY OF MANTECA—POPULATION 64,000 1001 West Center Street Manteca, CA 95337 www.ci.rnantcca.ca.us Contract Amount: S 12,000 per year Contract Term: Annual renewal Karen McLaughlin, Assistant City Manager kmclaughlin@ci.manteca.ca.us (209) 239-8453 'Also used GOCrty while the Director of Parks and Recreation for the City of Tracy. GOCity—Citizen Relationship Management Page 21 C'G vemment gyp. 'utreach Tim Dyke, Information Technology Manager tdyke@ci.manteca-ca.us (209) 825-2331 Vince Hernandez, Council Member vhemandez@ci.manteca.ca.us (209) 825-2593. Modules: ■ GOCity Citizen Relationship Management ■ GOEnforce Code Enforcement Management CITY OF SANTA MONICA--POPULATION 85,000 1685 Main Street Santa Monica, CA 90401 www.santa-monica.orn Contract Amount: $12,000 per year Contract Tenn: Annual renewal David Yeskel, Information Technology david.yeskel@smgov.net (310) 458-8483 Modules: ■ GOCity Citizen Relationship Management GOCHy—Citizen Relationship Management Page 22 e YMl� vei- rent utreactt Cost Schedule COSTSCHEDULE FOR CITIZEN REQUEST MANAGEMENT SYSTEM Responding to Request for Proposals No. 12-07 for a Citizen Request Management System for the City of Palm Springs, the undersigned Proposer proposes and agrees to provide all of the labor, materials, supplies and equipment to provide to the City of Palm Springs a fully operating, functional Citizen Request Management System (CRM) meeting all of the minimum specifications and system requirements defined by the City. +FWe will provide the specified system and services for the City of Palm Springs, and will accept as full payment the following all-inclusive amount: TOTAL ALL-INCLUSIVE COST: ("includes all direct and indirect costs, including all out�of- pocket expenses) For the lump sum of: $ 8,785 for the first year (Price in figures) S Eight thousand seven hundred eighty five the first year (Price in words) (Signature of Authorized Representative) Kendall Smith (Printed Name of Authorized Representative) Government Outreach dune 26, 2007 (Name of Firm) & (Date) Addenda Acknowledgement of Receipt: (in the space below write the number of each Addenda received): ADDENDUM (S) # 1, 2 and 3 is/arc hereby acknowledged. Annual On-Going Service/Maintenance/Support for Years 2 through 5 =$ 6 000,—_per year GOCity-- Citizen Relationship Management Page 23 VBIrlrr72hllf fufr= Budget Summary With 600ty, there are no hidden fees. There is one low setup cost and one flat monthly support and licensing cost. Descriptions of all costs are outlined below. The setup and configuration includes everything to get up and running including: ■ Consulting r Project Management ■ Onsite Information Gathering/Kickoff Meeting • Setup and Configuration ■ Customization of up to 5 screens ■ Customization of up to 5 reports ■ Administrators' Guide ■ Custom Users' Guide ■ Onsite Training ■ Communications Plan and materials preparation Collectively, these services provide a complete tum-key solution. The chart below shows the cost for initial setup and monthly fees, plus those for optional components. The pricing is based upon a population of 70,000. Below are the setup and hosting costs for each service offering. Module Setup Cost Monthly Cost GOCity $2,785 $500 Optional Modules Knowledge Base Content $6,500 NA Library4 GOEnforce $5,000 $300 GIS (ESRI)Integration $3,500 $100 Tele-WorkslVRIntegration5 $3,000 $100 LDAP Integration $3,500 $100 Pricing for additional integrations is available upon request. As described throughout this proposal, Government Outreach offers a hosted solution. The monthly service includes: "Includes the contmt of more than 1,000 answers to common questions. 5 Does not mclude fees required by Tcle-Works. GOGity-- Citizen Relationship Management Page 24 MI Ow—uverMen t ��.P ■ Hosting and Backups • Maintenance ■ Unlimited Technical Support ■ Software Licensing ■ Software Upgrades We do not anticipate that you will require additional services, however should you require additional services, our rates are as follows: Service Hourly Rate Consulting $150 Custom Programming $150 GOCity--Citizen Relationship Management Page 25 ,tNM s� y rsverrunent V _ 'utreach Appendix I: Table of Minimum Requirements Within your RFP, you ask for a confirmation of our compliance to each of your minimum requirements. While we will comply with each of your specified requirements, the following table lists references individual pages of the proposal that specifically address the requirements. NOTE: Some questions are summarized or abbreviated, This is meant to be a representation of the original requirement and not a modification of the requirement. Requirement Comment Users can ask questions and find The online submission and related knowledge base related answers are core functionality. Described in system highlights on page 8 and on page 10 in the section titled: "Interactive Knowledge Base (PAQs) Users can enter service requests A core functionality that is described throughout this proposal. Users can subscribe to email "Outbound email broadcast capability" is noted on delivery of agendas and other page 9. documents Users can offer feedback about The "Automatic customer satisfaction surveys" is quality of service noted on page 9. Answer and track all questions, A core functionality that is described in GOCity entails, and requests System Highlights on page 8. Provide a way for users to check When the user completes the request form, as status of requests through user shown on page 10, the user account is account automatically created. They can check the status of the request at any time. Allow for anonymous submission You can define which types of services allow or of service requests in addition to disallow anonymous submissions. Provide incident tracking, including As described in System Highlights on page 8, the current status, open/closed status, system includes all types of functions for tracking reminder notifications the status of requests and ensuring that they do not get overlooked. GOCity—Citizen Relationship Management Page 26 (�,to, verrunent �4'utreach Requirement Comment Provide a wide variety of standard The system includes over 20 standard reports, reports plus custom reports Appendix IT on page 29 shows several example reports. Ability to create customized reports Custom reporting capabilities are described briefly including ability to track staff time, on page I 1 in "Advanced Reporting Capabilities". costs, resolution time, and types of requests Offer prepared responses to certain Standard Response capabilities are noted on page 9 situations plus allow for customized (Standard response templates). You can create a responses and attachments library of prepared responses. Staff has the option to use any number of these responses or craft their own. Prepared responses can be limited to specific departments or staff. Staff can add attaclunents to responses as required. Provide a way to distinguish The type of user submitting the request is easily requests submitted by internal staff, distinguishable in requests screen and in City Council member, and external appropriate reports. citizen or customer Include information-only pages Each form can have a related FAQ or information linked to each applicable request only page. A description of our knowledge base is form as an option Cor the public to provided on page 10. Staff with appropriate try to resolve their requests without permissions can create FAQs in the system, submitting a request. The system should have a FAQ As noted above and pictured on page 10. Staff creator and ability to link the FAQs with appropriate permissions can create FAQs in to individual request forms. the system. The City's websitc should have a You can see an example of how the FAQ might FAQ section that allows the public look on page 11 and the request submission form to search for answers to their on page 10. questions and submit requests is the answer is not found Provide a seamless link to the As noted above and shown on page 11. City's website so the user does not feel they left the website. It should include the City's logo and color scheme and be free of advertising. GO City--Citizen Relationship Management Page 27 AMsn overrVnent rO'utreach Requirement Comment Offer flexibility to City staff in As a template-based system with a rule-based design and management of the engine, any screen in the system is customizable software and rules allow customizing the system behavior. Standard customizations like workflows and custom fields are managed through simple configuration. Allow several levels of access and We have an advanced security model that allows permissions restricting which staff can view or modify any data in the system. All functions can have restricted access and is controllable by the City. Identify requests that need Requests that are past due or nearing the due date immediate attention are indicated with special colors on the list of open requests plus notices or reminders are sent to staff via email at predefined intervals. Be scalable and integrate with other We offer several integration options as noted on City applications like GIS, Tele- page 12. Works, etc. Dynamically display the most This is a standard function as shown on page 11. frequently asked questions Include a spell check feature A standard Function included with the system. GOCity—Citizen Relationship Management Page 28 OW15zi1 �111" _ vernntent utrZh Appendix II: Sample Reports There are more than 20 standard reports that come with the system. These are built-in reports that do not require any configuration. No knowledge of complicated report writing software is required; staff simply clicks a button. Most rcports are interactive and includc the ability to "drill" down for further information, while the system security allows assigning which reports are viewable by which staff. Below are a few sample reports with descriptions. How REQUESTS ARE REPORTED Service Requests and questions may be submitted in a number of ways. The report below allows tracking these modes of reporting by specified date ranges. Clicking on an area of the pie chart lets users drill into the details. How Requests Are Reported For Date*Period D2101/2005 through 02P-5 2005 I iYl 6ma11 q(71� jj Figure 4 How Requests are Submitted report. GOCity—Citizen Relationship Management Page 29 V verrunent itrMh OPEN VERSUS CLOSED REQUESTS BY MONTH Over the course of a month requests will be opened, processed and closed. The following report shows the number of requests that were filed within a month and the number that were closed. The "water line" represents the backlog at the end of the month. This lets you know how well you are keeping up with the workload. Open Vs. Closed Requests by Month For Date Penod 0 710 1/2 0 0¢Llrcwe h 06/302005 ■ Lpmetl ■ --- CI RryertLx Opni d.6n1 of Inn6h >nq 9W 542 547 enn ddo i 1 41 417dgd 4u4 ]G i �i Stl2 ]co J�J77 d73 J6 i1P Snn �I 2 ;�I�II�I 25 266 2179nL son .._� JI itInn n N N� N i iTi N M1� � M1 'Y ry�w '• Figure 5 Open versus Closed Requests by Mouth report. OPEN VERSUS CLOSED REQUESTS Report shows open and closed requests by department over any time period. Clicking on the bars in the graph lets user see the details of each department. Open Vs. Closed Requests ,I Far Date Period 05101=05 through 05/312005 ❑ opened ■ cm:�a son 2]5231 200 90 121 log 25 17 15 90 10 9 10 � _a� a nay I a Figure 6 Open versus Closed-Bequests-report. GOCity— Citizen Relationship Management Page 30 NMI x r Varrunent utrearp .naM" OPEN REQUESTS DISTRIBUTION This report lets managers see how well they are doing in meeting defined service standards. The interactive report goes into the details. Open Requests Distribution-All Departments Click on bar to see request listing 411 36 34 2] 20 la ie 3 J 1 fl yy Ok 15 6111 rigure 7 Open Requests Distribution report. OPEN REQUESTS BY DEPARTMENT This report shows the types of open requests by department. The report offers a high- level overview with the ability to drill into the details of a specific department. Open Requests for Public Works-Services Department o ce�'10 ❑cunp�.m� ❑rnomm Iz In e a e s'4 4 J, 4 ca �C yy m Figure S Report of open requests for specific department GOCity—Citizen Relationship Management Page 31 " vernment utreach 'I o REQUESTS CLOSED ON-TIME This report shows how well each department is meeting defined service levels. Clicking on the bar representing a specific department shows a breakdown for each service provided by the department. Requests Closed On-Time For requests opened 0 V0712005 through 06)$02005 Click on bars to dnll-down voo: poor yoo; ggX wo: iool s99. 100 9K g; fl3 g ea I i seX 6a I I j na :o n s 8ai " III � I m p §y C y if & l I ngure 9 Requests Closed On-Time report. Requests Closed On-Time-Department Police 5ervices For requests opened 01/012005 through 06f302005 Click on bars to viewhme-tc-close dlslnbnhon i9os swg zsn a99X no'n 09n 752 4a 7nX wX no ea 0.l: III a _'I 4 u o Figure 10 Requests Closed On-Time report drill down for specific department. COCity—Citizen Relationship Management Page 32 ver ment Itr cich SURVEY RESULTS This report shows the survey results over any monthly time period. This is an interactive report and details each survey area. Users can "drill down" into be details, including actual survey responses with comments. F.tla,�w[rr�aw.n.ew iuppnx � v.lux.l C.rvm :Ifr�l Tim.w Rnnnnnd Oul No unmrr nep.nw au lnwr Enpleyw.fgVrteoy s.�.nx sr(n,•rl a U'0 v CmPecineiw!n rrre Nvxrmr aaoeoe �le»w n uru� Figure 11 Survey Results report MAPPING REQUESTS Requests can be viewed in a handy mapping format- Users can `mouse over" any request to see a popup o Pthe details or link to the record of the case. The mapping report is ideal for spotting trends and for identifying areas where additional resources may be required. $Ielap In' ©GevprnmonT Cutrejen Cedn Fnforcemeni Carer-17 Rosults 0rnlpV Direction To�,rc Cvur_tlee _nnn_`�o .: u. :�•._,w p"� r i_ ,:xoerm I v.ur rw nw ©`JIIne � . �unanxnn r ri v.e Wn' vrcvanm a. ..vvm .>a"�•ev'Y''� mui. w _ia1ea menan u,dei.n � ._W.v. �l .il �,e•.T�.ir-vM1 � �invno. Figure 12 Mapping Format plots data in an interactive map. These are a sampling of reports provided with the system. In addition, five custom reports will be provided. Based upon our experience, this is more than enough to serve the unique needs of the City. Additionally, the Government Outreach system includes a number of additional advanced reporting capabilities described on page 10. GOCity—Citizen Relationship Management Page 33 EXHIBIT "B" INSURANCE PROVISIONS Including Verification of Coverage, Sufficiency of Insurers, Errors and Omissions Coverage, Minimum Scope of Insurance, Deductibles and Self-insured Retentions, and Severability of Interests (Separation of Insureds) 10 Revised:8/28/2007 Insurance Consultant shall procure and maintain, at its sole cost and expense, and submit concurrently with its execution of Lbis Agreement, in a form and content satisfactory to the City, public liability and property damage insurance against all claims for injuries against persons or damages to property resulting from Consultant's performance under this Agreement Consultant shall also carry workers' compensation insurance in accordance with California workers' compensation laws. Such insurance shall be kept in full force and effect during the tern of this Agreement, including any extension thereof, and shall not be cancelable without thirty (30) days advance written notice to City of any proposed cancellation. Certificates of insurance evidencing the foregoing and designating the City, its elected officials, officers, employees, agents, and volunteers as additional named insureds by original endorsemnnL shall be delivered to and approved by City prior to commencement of services. The procuring of such insurance and the delivery of policies, certificates, and endorsements evidencing the sarne shall not be construed as a limitation of Consultant's obligation to indemnify City, its elected officials, officers, agents, employees, and volunteers. A. Minimum Scone of Insurance. The minimum amount of insurance required hereunder shall be as follows: 1. Comprehensive general liability and personal injury with limits of at least one million dollars ($1,000,000.00) combined single limit coverage per occurrence and two million dollars ($2,000,000) general aggregate; 2. Automobile liability insurance with limits of at least one million dollars ($1,000,000.00) per occurrence; 3. 1'•-xm�c""aswt�"rat4i 4Y of crscs. -vmis, i,•is) insia"wiee--A4t ,:•,.z�rradtss-e r-4 ,,�..+ -n n.,.-.. iu , non n arm a ...,.. •n:,..,_u.. rs� non nnm zcaac-viic iiarrxrn-d;,xrm�--�vr,(3.,� c�;ee-a3�.-.moo�i.ti..vi, vll-azu--�v� aanntral-agg,h.. ; .. 4. Workers' Compensation insurance in the statutory amount as required by the State of California and Employer's Liability Insurance with limits of at least one million dollars $1 million per occurrence. If Consultant has no employees, Consultant shall complete the City's Request for Waiver of Workers' Compensation insurance Requirement Conn. For any claims related to this Agreement, Consultant's insurance coverage shall be primary insurance as respects City and its respective elected officials, officers, employees, agents, and volunteers. Any insurance or self-insurance maintained by City and its respective elected officials, officers, employees, agents, and volunteers shall be in excess of Consultant's insurance and shall not contribute with it. For Workers' Compensation and Employer's Liability Insurance only, Lbe insurer shall waive all rights of subrogation and contribution it may have against City, its elected officials, officers, employees, agents, and volunteers. 11P.-r-e ... ,, d n,..... Ar... 1 i B--��tx•�m�--�o,•tru rant i-flad �r0'.r.;.a�ivxii'�rz-i o'rlity-•tl i�3ll:ar14 �,•.•,axxnxi cosy--&bit'e--i-F •_'Ling e ta6.'-�1-}••F,• ,• .n ctmi insee inhe axreu regttired ley t' �xent ttz ael ��-9aars�f 1 Revised 8/28/2007 ,.1A�,.+'.. the �caF�Ttnrnder d• • ?-)-4o-ti f liabili4�ins th4h saiaae ' lent ee�,,efagewith a her-com.paia3- tn-H��rred—try—t]ri1 `ter—at—lea,+ A - ..r.,._ e _,_1�a �8e1NrF.e�rrgreemeat. Geiasiikantal$- be - e,Adel4ee-t�fl52-CTF Al'��^"'•"^a «-Fiir7-n9llY-anC-e er eei+:.� a+ ,... ,.A'th��kc^.£i aivi}ni C. Sufficiency of Insurers- Insurance required herein shall be provided by authorized insurers in good standing with the State of California. Coverage shall be provided by insiaers admitted in the State of California with an A.M. Best's Key Rating of B++, Class VII, or better, unless otherwise acceptable to the City. D. Verification of Coverage. Consultant shall furnish City with both certificates of insurance and endorsements, including additional insured endorselnents, effecting all of the coverages required by this Agreement. The certificates and endorsements are to be signed by a person authorized by that insurer to bind coverage on its behalf. All proof of insurance is to be received and approved by the City before work commences. City reserves the right to require Consultant's insurers to provide complete, certified copies of all required insurance policies at any time. Additional insured endorsernnents are not required for Errors and Omissions and Workers' Compensation policies. Verification of Insurance coverage may be provided by. (1) an approved General and/or Auto Liability Endorsement Porn for the City of Pallas Springs or(2) an acceptable Certificate of Liability Insurance Coverage with an approved Additional Insured F,zldorsement with the following endorsements stated on the certificate: 1. "The City of Palm Springs, its q/�cials, employees, and ag_eratr are named as an additional insured... " ("as respects City of Palm Springs Contract No. " or 'for any and all work pertrined with the City"may be included in this statement). 2. "This insurance is primary and non-contribtatory over any insurance or self- insurance the City may have..." ("cis respects City of Palm Springs Contract No._ _" or °for any and all work performed with the City" may be included in this statement). 3. "Should any of the above described policies be canceled before the expiration date thereof the issuing company will mail 30 days written notice to the Certfflcate Holder named " Language such as, "endeavor to" mail and "but failure to mail such notice shall impose no obligation or liability of any kind upon the company, its agents or representative" is not acceptable and must be crossed out. 4. Both the Workers' Compensation and Employers' Liability politics shall contain the insurer's waiver of subrogation in favor of City, its elected officials, officers, employees, agents, and volunteers. In addition to the endorsements listed above, the City of Palm Springs shall be named the certificate holder on the policies. 12 Revised:8/2812007 All certificates of insurance and endorsements are to be received and approved by the City before work commences, All certificates of insurance must be authorized by a person with authority to bind coverage, whether that is the authorised agent/broker or insurance underwriter. Failure to obtain the required documents prior to the commencement of work shall not waive the Consultant's obligation to provide them. E. Deductibles and Self-Insured Retentions. Any deductibles or self-insured retentions must be declared to and approved by the City prior to commencing any work or services under this Agreement. At the option of the City, either the insurer shall reduce or eliminate such deductibles or self=insured retentions as respects the City, its elected officials, officers, employees, agents, and volunteers; or, Consultant shall procure a bond guaranteeing payment of losses and related investigations, claim administration, and defense expenses. Certificates of Insurance must include evidence of the amount of any deductible or self-insured retention under the policy. Consultant guarantees payment of all deductibles and self-insured retentions. F. Severability of Interests (Separation of Insureds). This insurance applies separately to each insured against whom Claim is made or Suit is brought except with respect to the limits of the insurer's liability. 13 Revised: 8/28/2007