Tyler Technologies - Land Management Software as a Service Agreement (2020)•• ••• •• ...... •
SOFTWARE AS A SERVICE AGREEMENT
This Software as a Service Agreement is made between Tyler Technologies, Inc. ("Tyler") and Gilroy,
California ("Client").
WHEREAS, Client selected Tyler to provide certain products and services set forth in the Investment
Summary, including providing Client with access to Tyler's proprietary software products, and Tyler
desires to provide such products and services under the terms of this Agreement;
NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and promises set forth
in this Agreement, Tyler and Client agree as follows:
SECTION A-DEFINITIONS
• "Agreement" means this Software as a Services Agreement.
• "Business Travel Policy" means our business travel policy. A copy of our current Business Travel
Policy is attached as Schedule 1 to Exhibit B.
• "Client" means Gilroy, California.
• "Data" means your data necessary to utilize the Tyler Software.
• "Data Storage Capacity" means the contracted amount of storage capacity for your Data
identified in the Investment Summary.
• "Defect" means a failure of the Tyler Software to substantially conform to the functional
descriptions set forth in our written proposal to you, or their functional equivalent. Future
functionality may be updated, modified, or otherwise enhanced through our maintenance and
support services, and the governing functional descriptions for such future functionality will be
set forth in our then-current Documentation .
• "Defined Users" means the number of named users that are authorized to use the Saas
Services . The Defined Users for the Agreement are as identified in the Investment Summary.
• "Developer" means a third party who owns the intellectual property rights to Third Party
Software.
• "Documentation" means any on line or written documentation related to the use or
functionality of the Tyler Software that we provide or otherwise make available to you , including
instructions, user guides, manuals and other training or self-help documentation.
• "Effective Date" means the date by which both your and our authorized representatives have
signed the Agreement.
• "Force Majeure" means an event beyond the reasonable control of you or us, including, without
limitation, governmental action, war, riot or civil commotion, fire, natural disaster, or any other
cause that could not with reasonable diligence be foreseen or prevented by you or us.
• "Investment Summary" means the agreed upon cost proposal for the products and services
attached as Exhibit A.
• "Invoicing and Payment Policy'' means the invoicing and payment policy. A copy of our current
Invoicing and Payment Policy is attached as Exhibit B.
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• "Saas Fees" means the fees for the Saas Services identified in the Investment Summary.
• "Saas Services" means software as a service consisting of system administration, system
management, and system monitoring activities that Tyler performs for the Tyler Software, and
includes the right to access and use the Tyler Software, receive maintenance and support on the
Tyler Software, including Downtime resolution under the terms of the SLA, and Data storage and
archiving. Saas Services do not include support of an operating system or hardware, support
outside of our normal business hours, or training, consulting or other professional services.
• "SLA" means the service level agreement. A copy of our current SLA is attached hereto as
Exhibit C.
• "Statement of Work'' means the industry standard implementation plan describing how our
professional services will be provided to implement the Tyler Software, and outlining your and
our roles and responsibilities in connection with that implementation. The Statement of Work is
attached as Exhibit E.
• "Support Call Process" means the support call proces s applicable to all of our customers who
have licensed the Tyler Software. A copy of our current Support Call Proces s is attached as
Schedule 1 to Exhibit C.
• ''Third Party Hardware" means the third party hardware, if any, identified in the Investment
Summary.
• "Third Party Products" means the Third Party Software and Third Party Hardware.
• ''Third Party Services" means the third party services, if any, identified in the Investment
Summary.
• "Third Party Software" means the third party software, if any, identified in the Investment
Summary.
• "Third Party Terms" means, if any, the end user license agreement(s) or similar terms for the
Third Party Software, as applicable and attached as Exhibit D.
• ''Tyler" means Tyler Technologies, Inc., a Delaware corporation.
• ''Tyler Software" means our proprietary software, including any integrations, custom
modifications, and/or other related interfaces identified in the Investment Summary and
licensed by us to you through this Agreement.
• "we", "us", "our" and similar terms mean Tyler.
• "you" and similar terms mean Client.
SECTION B -SAAS SERVICES
1. Rights Granted. We grant to you the non-exclusive, non-assignable limited right to use the Saas
Services so lely for your internal business purposes for the number of Defined Users only. The Tyler
Software will be made available to you according to the terms of the SLA. You acknowledge that we
have no delivery obligations and we will not ship copies of the Tyler Software as part of the Saas
Services. You may use the Saas Services to access updates and enhancements to the Tyler Software,
as further described in Section C(9). The foregoing notwithstanding, to the extent we have sold you
perpetual licen ses for Tyler Software, if and listed in the Investment Summary, for w hich you are
receiving Saas Services, your rights to use such Tyler Software are perpetual, subject to the terms
and conditions of this Agreement including, without limitation, Section 8(4). We will make any such
software available to you for download.
2. Saas Fees. You agree to pay us the Saas Fees. Those amounts are payable in accordance with our
Invoicing and Payment Policy. The Saas Fee s are based on the number of Defined Users and amount
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of Data Storage Capacity. You may add additional users or additional data storage capacity on the
terms set forth in Section H(l}. In the event you regularly and/or meaningfully exceed the Defined
Users or Data Storage Capacity, w e re se rve the right to charge you additional fees commensurate
with the overage(s).
3. Ownership.
3.1 We retain all ownership and intellectual property rights to the Saas Services, the Tyler Software,
and anything developed by us under this Agreement. You do not acquire under this Agreement
any license to use the Tyler Software in excess of the scope and/or duration of the Saas Services.
3.2 The Documentation is licensed to you and may be used and copied by your employees for
internal, non-commercial reference purposes only.
3.3 You retain all ownership and intellectual property rights to the Data. You expressly recognize
that except to the extent necessary to carry out our obligations contained in this Agreement, we
do not create or endorse any Data used in connection with the Saas Services.
4. Restrictions. You may not: (a) make the Tyler Software or Documentation resu lting from the Saas
Services available in any manner to any third party for use in the third party's business operations;
(b} modify, make derivative works of, disassemble, reverse compile, or reverse engineer any part of
the Saas Services; (c) access or use the Saas Services in order to build or support, and/or assist a
third party in building or supporting, products or services competitive to us; or (d) license, sell, rent,
lease, transfer, assign, distribute, display, host, outsource, disclose, permit timesharing or service
bureau use, or otherwise commercially exploit or make the Saas Services, Tyler Software, or
Documentation available to any third party other than as expressly permitted by this Agreement.
5. Software Warranty. We warrant that the Tyler Software will perform without Defects during the
term of this Agreement. If the Tyler Software does not perform as warranted, we will use all
reasonable efforts, consistent with industry standards, to cure the Defect in accordance with the
maintenance and support process set forth in Section C(9}, below, the SLA and our then current
Support Call Process.
6. Saas Services.
6.1 Our Saas Services are audited at least yearly in accordance with the AICPA's Statement on
Standards for Attestation Engagements ("SSAE") No. 18 . We have attained, and will maintain,
SOC 1 and SOC 2 compliance, or its equivalent, for so long as you are timely paying for Saas
Services. Upon execution of a mutually agreeable Non-Disclosure Agreement ("NDA"), we will
provide you with a summary of our compliance report(s) or its equivalent. Every year
thereafter, for so long as the NDA is in effect and in which you make a written request, we will
provide that sa me information.
6.2 You will be hosted on shared hardware in a Tyler data center or in a third-party data center. In
either event, databases containing your Data will be dedicated to you and inaccessible to our
other customers.
6.3 Our Tyler data centers have fully-redundant telecommunications access, electrical power, and
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the required hardware to provide acce ss to the Tyler Software in the event of a disaster or
component failure. In the event any of your Data has been lost or damaged due to an act or
omission of Tyler or its subcontractors or due to a defect in Tyler's software, we will use best
commercial efforts to restore all the Data on servers in accordance with the architectural
design's capabilities and with the goal of minimizing any Data loss as greatly as possible. In no
case shall the recovery point objective ("RPO") exceed a maximum of twenty-four (24) hours
from declaration of disaster. For purposes of this subsection, RPO represents the ma ximum
tolerable period during which your Data may be lost, measured in relation to a disaster we
declare, said declaration will not be unreasonably withheld.
6.4 In the event we declare a disaster, our Recovery Time Objective ("RTO") is twenty-four (24)
hours. For purposes of this subsection, RTO represents the amount of time, after we declare a
disaster, within which your access to the Tyler Software must be restored.
6.5 We conduct annual penetration testing of either the production network and/or web
application to be performed. We will maintain industry standard intrusion detection and
prevention systems to monitor malicious activity in the network and to log and block any such
activity. We will provide you with a written or electronic record of the actions taken by us in the
event that any unauthorized access to your database(s) is detected as a result of our security
protocols. We will undertake an additional security audit, on terms and timing to be mutually
agreed to by the parties, at your written request. You may not attempt to bypass or subvert
security restrictions in the Saas Services or environments related to the Tyler Software.
Unauthorized attempts to access files, pa sswo rds or other confidential information, and
unauthorized vulnerability and penetration test scanning of our network and systems (hosted or
otherwise) is prohibited without the prior written approval of our IT Security Officer.
6.6 We test our disaster recovery plan on an annual basi s. Our standard test is not client-s pecific.
Should you request a client-specific disaster recovery test, we will work with you to schedule
and execute such a test on a mutually agreeable schedule . At your written request, we will
provide test results to you within a commercially reasonable timeframe after receipt of the
request.
6.7 We will be responsible for importing back-up and verifying that you can log-in. You will be
responsible for running reports and testing critical processes to verify the returned Data.
6.8 We provide secure Data transmission paths between each of your workstations and our servers.
6.9 Tyler data centers are accessible only by authorized personnel with a unique key entry. All other
visitors to Tyler data centers must be signed in and accompanied by authorized personne l.
Entry attempts to the data center are regularly audited by internal staff and external auditors to
ensure no unauthorized access.
6.10 Where applicable with respect to our applications that take or process card payment data, we
are respon sible for the security of card holder data that we possess, including functions relating
to storing, processing, and transmitting of the cardholder data and affirm that, as of the
Effective Date, we comply with applicable requirements to be considered PCI DSS compliant and
have performed the necessary steps to validate compliance with the PCI DSS. We agree to
supply the current status of our PCI DSS compliance program in the form of an official
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Attestation of Compliance, which can be found at https://www.ty lertech.com/about-
us/compliance, and in the event of any change in our status, will comply with applicable notice
requirements.
SECTION C -OTHER PROFESSIONAL SERVICES
1. Other Professional Services. We will provide you the various implementation-related services
itemized in the Investment Summary and described in the Statement of Work.
2. Professional Services Fees. You agree to pay us the professional services fees in the amounts set
forth in the Investment Summary. Those amounts are payable in accordance with our Invoicing and
Payment Policy. You acknowledge that the fees stated in the Investment Summary are good-faith
estimates of the amount of time and materials required for your implementation. We will bill you
the actual fees incurred based on the in-scope services provided to you. Any discrepancies in the
total values set forth in the Investment Summary will be resolved by multiplying the applicable
hourly rate by the quoted hours.
3. Additional Services. The Investment Summary contains, and the Statement of Work describes, the
scope of services and related costs (including programming and/or interface estimates) required for
the project based on our understanding of the specifications you supplied. If additional work is
required, or if you use or request additional services, we will provide you with an addendum or
change order, as applicable, outlining the cos ts for the additional work. The price quotes in the
addendum or change order will be va lid for thirty (30) days from the date of the quote.
4. Cancellation. If travel is required, we will make all reasonable efforts to schedule travel for our
personnel, including arranging travel reservations, at lea st two (2) weeks in advance of
commitments. Therefore, if you cancel services less than t wo (2) weeks in advance (other than for
Force Majeure or breach by us), you will be liable for all (a) non-refundable expenses incurred by us
on your behalf, and (b) daily fees associated w ith cance lled professional services if we are unable to
reassign our personnel. We will make all reasonable efforts to reassign personnel in the event you
cancel within two (2) weeks of scheduled commitments.
5. Services Warranty. We will perform the services in a professional, workman like manner, consistent
with industry standards. In the event we provide services that do not conform to this warranty, we
will re-perform such services at no additional cost to you.
6. Site Access and Requirements. At no cost to us, you agree to provide us with full and free access to
your personnel, facilities, and equipment as may be reasonably necessary for us to provide
implementation services , subject to any reasonable security protocols or other written policies
provided to us as of the Effective Date, and thereafter as mutually agreed to by you and us.
7. Background Checks. For at least the past twelve (12) years, all of our employees have undergone
criminal background checks prior to hire. All employees sign our confidentiality agreement and
sec urity policies.
8. Client Assistance. You acknowledge that the implementation of the Tyler Software is a cooperative
process requiring the time and resources of your personnel. Yo u agree to use all reasonable efforts
to cooperate with and assist us as may be reasonably required to meet the agreed upon project
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deadlines and other milestones for implementation. This cooperation includes at least working with
us to schedule the implementation-related services outlined in this Agreement. We will not be
liable for failure to meet any deadlines and milestones when such failure is due to Force Majeure or
to the failure by your personnel to provide such cooperation and assistance (either through action
or omission).
9. Maintenance and Support. For so long as you timely pay your Saas Fees according to the Invoicing
and Payment Policy, then in addition to the terms set forth in the SLA and the Support Call Process,
we will:
9.1 perform our maintenance and support obligations in a professional, good, and workmanlike
manner, consistent with industry standards, to resolve Defects in the Tyler Software (limited to
the then-current version and the immediately prior version);
9.2 provide telephone support during our established support hours;
9.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and Third
Party Software, if any, in order to provide maintenance and support services;
9.4 make available to you all major and minor releases to the Tyler Software (including updates and
enhancements) that we make generally available without additional charge to customers who
have a maintenance and support agreement in effect; and
9.5 provide non-Defect resolution support of prior releases of the Tyler Software in accordance with
our then-current release life cycle policy.
We will use all reasonable efforts to perform support services remotely. Currently, we use a third-party
secure unattended connectivity tool called Bomgar, as well as GotoAssist by Citrix. Therefore, you agree
to maintain a high-speed internet connection capable of connecting us to your PCs and server(s). You
agree to provide us with a login account and local administrative privileges as we may reasonably
require to perform remote services . We will, at our option, use the secure connection to assist with
proper diagnosis and resolution, subject to any reasonably applicable security protocols. If we cannot
resolve a support issue remotely, we may be required to provide onsite services. In such event, we will
be responsible for our travel expenses, unless it is determined that the reason onsite support was
required was a reason outside our control. Either way, you agree to provide us with full and free access
to the Tyler Software, working space, adequate facilities within a reasonable distance from the
equipment, and use of machines, attachments, features, or other equipment reasonably necessary for
us to provide the maintenance and support services, all at no charge to us. We strongly recommend
that you also maintain your VPN for backup connectivity purposes.
For the avoidance of doubt, Saas Fees do not include the following services: (a) onsite support (unless
Tyler cannot remotely correct a Defect in the Tyler Software, as set forth above); (b) application design;
(c) other consulting services; or (d) support outside our normal business hours as listed in our then-
current Support Call Process. Requested services such as those outlined in this section will be billed to
you on a time and materials basis at our then current rates. You must request those services with at
least one (1) weeks' advance notice.
• ·•:::•. tyler . '
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SECTION D -THIRD PARTY PRODUCTS
1. Third Party Hardware. We will sell, deliver, and install onsite the Third Party Hardware, if you have
purchased any , for the price set forth in the Investment Summary. Those amounts are payable in
accordance with our Invoicing and Payment Policy.
2. Third Party Software. As part of the Saas Services, you will receive access to the Third Party
Software and related documentation for internal business purposes only. Your rights to the Third
Party Software will be governed by the Third Party Terms .
3. Third Party Products Warranties.
3.1 We are authorized by each Developer to grant access to the Third Party Software.
3.2 The Third Party Hardware will be new and unused, and upon payment in full, you will receive
free and clear title to the Third Party Hardware.
3.3 You acknowledge that we are not the manufacturer of the Third Party Products. We do not
warrant or guarantee the performance of the Third Party Products. However, we grant and pass
through to you any warranty that we may receive from the Developer or supplier of the Third
Party Products.
4. Third Party Services. If you have purchased Third Party Services, those services will be provided
independent of Tyler by such third-party at the rates set forth in the Investment Summary and in
accordance with our Invoicing and Payment Policy.
SECTION E -INVOICING AND PAYMENT; INVOICE DISPUTES
1. Invoicing and Payment. We will invoice you the Saas Fees and fees for other professional services in
the Investment Summary per our Invoicing and Payment Policy , subject to Section E(2).
2. Invoice Disputes. If you believe any delivered software or service does not conform to the
warranties in this Agreement, you will provide us with written notice within thirty {30) days of your
receipt of the applicable invoice. The written notice must contain reasonable detail of the issues
you contend are in dispute so that we can confirm the issue and respond to your notice with either a
justification of the invoice, an adjustment to the invoice, or a proposal addressing the issues
presented in your notice. We will work with you as may be necessary to develop an action plan that
outlines reasonable steps to be taken by each of us to resolve any issues presented in your notice .
You may withhold payment of the amount(s) actually in dispute, and only those amounts, until we
complete the action items outlined in the plan. If we are unable to complete the action items
outlined in the action plan because of your failure to complete the items agreed to be done by you,
then you will remit full payment of the invoice. We reserve the right to suspend delivery of all Saas
Services, including maintenance and support services, if you fail to pay an invoice not disputed as
described above within fifteen (15) days of notice of our intent to do so.
SECTION F -TERM AND TERMINATION
1. Term. The initial term of this Agreement is seven (7) years from the first day of the first month
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following the Effective Date, unless earlier terminated as set forth below. Upon expiration of the
initial term, this Agreement will renew automatically for additional one (1) year renewal terms at
our then-current Saas Fees unless terminated in writing by either party at least sixty (60) days prior
to the end of the then-current renewal term. Your right to access or use the Tyler Software and the
Saas Services will terminate at the end of this Agreement.
2. Termination. This Agreement may be terminated as set forth below. In the event of termination,
you will pay us for all undisputed fees and expenses related to the software, products, and/or
services you have received, or we have incurred or delivered, prior to the effective date of
termination. Disputed fees and expenses in all terminations other than your termination for cause
must have been submitted as invoice disputes in accordance with Section E(2).
2.1 Failure to Pay Saas Fees. You acknowledge that continued access to the Saas Services is
contingent upon your timely payment of Saas Fees. If you fail to timely pay the Saas Fees, we
may discontinue the Saas Services and deny your access to the Tyler Software. We may also
terminate this Agreement if you don't cure such failure to pay within forty-five (45) days of
receiving written notice of our intent to terminate.
2.2 For Cause. If you believe we have materially breached this Agreement, you will invoke the
Dispute Resolution clause set forth in Section H(3). You may terminate this Agreement for cause
in the event we do not cure, or create a mutually agreeable action plan to address, a materia l
breach of this Agreement within the thirty (30) day window set forth in Section H(3).
2.3 Force Majeure. Either party has the right to terminate this Agreement if a Force Majeure event
suspends performance of the Saas Services for a period of forty-five (45) days or more.
2.4 Lack of Appropriations. If you should not appropriate or otherwise make available funds
sufficient to utilize the Saas Services, you may unilaterally terminate this Agreement upon thirty
(30) days written notice to us. You will not be entitled to a refund or offset of previously paid,
but unused Saas Fees. You agree not to use termination for lack of appropriations as a
substitute for termination for convenience.
2.5 Fees for Termination without Cause during Initial Term. If you terminate this Agreement during
the initial term for any reason other than cause, Force Majeure, or lack of appropriations, or if
we terminate this Agreement during the initial term for your failure to pay Saas Fees, you shall
pay us the following early termination fees:
a. if you terminate during the first year of the initial term, 100% of the Saas Fees through
the date of termination plus 25% of the Saas Fees then due for the remainder of the
initial term;
b. if you terminate during the second year of the initial term, 100% of the Saas Fees
through the date of termination plus 15% of the Saas Fees then due for the remainder
of the initial term; and
c. if you terminate after the second year of the initial term, 100% of the Saas Fees through
the date of termination plus 10% of the Saas Fees then due for the remainder of the
initial term.
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SECTION G -INDEMNIFICATION, LIMITATION OF LIABILITY AND INSURANCE
1. Intellectual Property Infringement Indemnification.
1.1 We will defend you against any third party claim(s) that the Tyler Software or Documentation
infringes that third party's patent, copyright, or trademark, or misappropriates its trade secrets,
and will pay the amount of any resulting adverse final judgment (or settlement to which we
consent). You must notify us promptly in writing of the claim and give us sole control over its
defense or settlement. You agree to provide us with reasonable assistance, cooperation, and
information in defending the claim at our expense.
1.2 Our obligations under this Section G(l) will not apply to the extent the claim or adverse final
judgment is based on your use of the Tyler Software in contradiction of this Agreement,
including with non-licensed third parties, or your willful infringement.
1.3 If we receive information concerning an infringement or misappropriation claim related to the
Tyler Software, we may, at our expense and without obligation to do so, either: (a) procure for
you the right to continue its use; (b) modify it to make it non-infringing; or (c) replace it with a
functional equivalent, in which case you will stop running the allegedly infringing Tyler Software
immediately. Alternatively, we may decide to litigate the claim to judgment, in which case you
may continue to use the Tyler Software consistent with the terms of this Agreement.
1.4 If an infringement or misappropriation claim is fully litigated and your use of the Tyler Software
is enjoined by a court of competent jurisdiction, in addition to paying any adverse final
judgment (or settlement to which we consent), we will, at our option, either: (a) procure the
right to continue its use; (b) modify it to make it non-infringing; or (c) replace it with a functional
equivalent. This section provides your exclusive remedy for third party copyright, patent, or
trademark infringement and trade secret misappropriation claims.
2. General Indemnification.
2.1 We will indemnify and hold harmless you and your agents, officials, and employees from and
against any and all third-party claims, losses, liabilities, damages, costs, and expenses (including
reasonable attorney's fees and costs) for (a) personal injury or property damage to the extent
caused by our negligence or willful misconduct; or (b) our violation of PCI-DSS requirements or a
law applicable to our performance under this Agreement. You must notify us promptly in
writing of the claim and give us sole control over its defense or settlement. You agree to
provide us with reasonable assistance, cooperation, and information in defending the claim at
our expense.
2.2 To the extent permitted by applicable law, you will indemnify and hold harmless us and our
agents, officials, and employees from and against any and all third-party claims, losses,
liabilities, damages, costs, and expenses (including reasonable attorney's fees and costs) for
personal injury or property damage to the extent caused by your negligence or willful
misconduct; or (b) your violation of a law applicable to your performance under this Agreement.
We will notify you promptly in writing of the claim and will give you sole control over its defense
or settlement. We agree to provide you with reasonable assistance, cooperation, and
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information in defending the claim at your expense.
3. DISCLAIMER. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED IN THIS AGREEMENT AND TO
THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE HEREBY DISCLAIM ALL OTHER
WARRANTIES AND CONDITIONS, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, BUT
NOT LIMITED TO, ANY IMPLIED WARRANTIES, DUTIES, OR CONDITIONS OF MERCHANTABILITY OR
FITNESS FOR A PARTICULAR PURPOSE.
4. LIMITATION OF LIABILITY. EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THIS AGREEMENT,
OUR LIABILITY FOR DAMAGES ARISING OUT OF THIS AGREEMENT, WHETHER BASED ON A THEORY
OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY, SHALL BE LIMITED TO
YOUR ACTUAL DIRECT DAMAGES, NOT TO EXCEED (A) DURING THE INITIAL TERM, AS SET FORTH
IN SECTION F(l), TOTAL FEES PAID AS OF THE TIME OF THE CLAIM; OR (B) DURING ANY RENEWAL
TERM, THE THEN-CURRENT ANNUAL SAAS FEES PAYABLE IN THAT RENEWAL TERM. THE PARTIES
ACKNOWLEDGE AND AGREE THAT THE PRICES SET FORTH IN THIS AGREEMENT ARE SET IN
RELIANCE UPON THIS LIMITATION OF LIABILITY AND TO THE MAXIMUM EXTENT ALLOWED UNDER
APPLICABLE LAW, THE EXCLUSION OF CERTAIN DAMAGES, AND EACH SHALL APPLY REGARDLESS
OF THE FAILURE OF AN ESSENTIAL PURPOSE OF ANY REMEDY. THE FOREGOING LIMITATION OF
LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO SECTIONS G(l) AND G(2).
5. EXCLUSION OF CERTAIN DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,
IN NO EVENT SHALL WE BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT, OR
CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY
OF SUCH DAMAGES.
6. Insurance. During the course of performing services under this Agreement, we agree to maintain
the following levels of insurance: (a) Commercial General Liability of at least $1,000,000 on a per
occurrence basis; (b) Automobile Liability of at least $1,000,000 on a per occurrence basis; (c)
Professional Liability of at least $1,000,000 on a claims made basis; (d) Workers Compensation
complying with applicable statutory requirements; and (e) Excess/Umbrella Liability of at least
$5,000,000. We will add you as an additional insured to our Commercial General Liability and
Automobile Liability policies, which will automatically add you as an additional insured to our
Excess/Umbrella Liability policy as well. Tyler will provide the Client notice within thirty (30) days of
non-renewal or ca.ncellation. Tyler agrees that Tyler's insurance coverage is primary for claims
under Tyler's Commercial General Liability or Automobile policies that arise out of and relate to the
Agreement and are between Tyler and the Client. We will provide you with copies of certificates of
insurance annually, upon the Agreement anniversary.
SECTION H -GENERAL TERMS AND CONDITIONS
l. Additional Products and Services. You may purchase additional products and services at the rates
set forth in the Investment Summary for twenty-four (24) months from the Effective Date by
executing a mutually agreed addendum. If no rate is provided in the Investment Summary, or those
twenty-four (24) months have expired, you may purchase additional products and services at our
then-current list price, also by executing a mutually agreed addendum. The terms of this Agreement
will control any such additional purchase(s), unless otherwise specifically provided in the addendum.
2. Optional Items. Pricing for any listed optional products and services in the Investment Summary will
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be valid for twenty-four (24) months from the Effective Date.
3. Dispute Resolution. You agree to provide us with written notice within thirty (30) days of becoming
aware of a dispute. You agree to cooperate with us in trying to reasonably resolve all disputes,
including, if requested by either party, appointing a senior representative to meet and engage in
good faith negotiations with our appointed senior representative. Senior representatives will
convene within thirty {30) days of the written dispute notice, unless otherwise agreed . All meetings
and discussions between senior representatives will be deemed confidential settlement discussions
not subject to disclosure under Federal Rule of Evidence 408 or any similar applicable state rule. If
we fail to resolve the dispute, then the parties shall participate in non-binding mediation in an effort
to resolve the dispute. If the dispute remains unresolved after mediation, then either of us may
assert our respective rights and remedies in a court of competent jurisdiction in the State of
California. Nothing in this section shall prevent you or us from seeking necessary injunctive relief
during the dispute resolution procedures.
4. Taxes. The fees in the Investment Summary do not include any taxes, including, without limitation,
sales, use, or excise tax. If you are a tax-exempt entity, you agree to provide us with a tax-exempt
certificate. Otherwise, we will pay all applicable taxes to the proper authorities and you will
reimburse us for such taxes. If you have a valid direct-pay permit, you agree to provide us with a
copy. For clarity, we are responsible for paying our income taxes, both federal and state, as
applicable, arising from our performance of this Agreement.
5. Nondiscrimination. We will not discriminate against any person employed or applying for
employment concerning the performance of our responsibilities under this Agreement. This
discrimination prohibition will apply to all matters of initial employment, tenure, and terms of
employment, or otherwise with respect to any matter directly or indirectly relating to employment
concerning race, color, religion, national origin, age, sex, se xual or ientation, ancestry, disability that
is unrelated to the individual's ability to perform the duties of a particular job or position, height,
weight, marital status, or political affiliation. We will post, where appropriate, all notices related to
nondiscrimination as may be required by applicable law.
6. E-Verify. We have complied, and will comply, with the E-Verify procedures administered by the U.S .
Citizenship and Immigration Services Verification Division for all of our employees assigned to your
project.
7. Subcontractors. We will not subcontract any services under this Agreement without your prior
written consent, not to be unreasonably withheld.
8. Binding Effect: No Assignment. This Agreement shall be binding on, and shall be for the benefit of,
either your or our successor(s) or permitted assign(s). Neither party may assign this Agreement
without the prior written consent of the other party; provided, however, your consent is not
required for an assignment by us as a result of a corporate reorganization, merger, acquisition, or
purchase of substantially all of our assets.
9. Force Majeure. Except for your payment obligations, neither party will be liable for delays in
performing its obligations under this Agreement to the extent that the delay is caused by Force
Majeure; provided, however, that within ten (10) business days of the Force Majeure event, th e
party whose performance is delayed provides the other party with written notice explaining the
11
cause and extent thereof, as well as a request for a reasonable time extension equal to the
estimated duration of the Force Majeure event.
10. No Intended Third Party Beneficiaries. This Agreement is entered into solely for the benefit of you
and us. No third party will be deemed a beneficiary of this Agreement, and no third party will ha ve
the right to make any claim or assert any right under this Agreement. This provision does not affect
the rights of third parties under any Third Party Terms.
11. Entire Agreement; Amendment. This Agreement represents the entire agreement between you and
us with respect to the subject matter hereof, and supersedes any prior agreements, understandings,
and representations, whether written, oral, expressed, implied, or statutory. Purchase orders
submitted by you, if any, are for your internal administrative purposes only, and the terms and
conditions contained in those purchase orders will have no force or effect. This Agreement may
only be modified by a written amendment signed by an authorized representative of each party.
12. Severability. If any term or provision of this Agreement is held invalid or unenforceable, the
remainder of this Agreement will be considered valid and enforceable to the fullest extent
permitted by law.
13. No Waiver. In the event that the terms and conditions of this Agreement are not strictly enforced
by either party, such non-enforcement will not act as or be deemed to act as a waiver or
modification of this Agreement, nor will such non-enforcement prevent such party from enforcing
each and every term of this Agreement thereafter.
14. Independent Contractor. We are an independent contractor for all purposes under this Agreement.
15. Notices. All notices or communications required or permitted as a part ofthis Agreement, such as
notice of an alleged material breach for a termination for cause or a dispute that must be submitted
to dispute resolution, must be in writing and will be deemed delive red upon the earlier of the
following: (a) actual receipt by the receiving party; (b) upon receipt by sender of a certified mail,
return receipt signed by an employee or agent of the receiving party; (c) upon receipt by sender of
proof of email delivery; (d) upon receipt by sender of proof of fax delivery; or (e) five (5) days after
deposit with the United States Postal Service authorized mail center with proper postage (certified
mail, return receipt requested) affixed and addressed to the other party at the address set forth on
the signature page hereto or such other address as the party may have designated by proper notice.
The consequences for the failure to receive a notice due to improper notification by the intended
receiving party of a change in address will be borne by the intended receiving party.
16. Client Lists. You agree that we may identify you by name in client lists , marketing presentations, and
promotional materials.
17. Confidentiality. Both parties recognize that their respective employees and agents, in the course of
performance of this Agreement, may be exposed to confidential information and that disclosure of
such information could violate rights to private individuals and entities, including the parties.
Confidential information is nonpublic information that a reasonable person would believe to be
confidential and includes, without limitation, personal identifying information (e.g., social security
numbers) and trade secrets, each as defined by applicable state la w. Each party agrees that it will
not disclose any confidential information of the other party and further agrees to take all reasonable
12
and appropriate action to prevent such disclosure by its employees or agents. The confidentiality
covenants contained herein will survive the termination or cancellation of this Agreement. This
obligation of confidentiality will not apply to information that:
(a) is in the public domain, either at the time of disclosure or afterwards, except by breach of
this Agreement by a party or its employees or agents;
(b) a party can establish by reasonable proof was in that party's possession at the time of initial
disclosure;
(c) a party receives from a third party who has a right to disclose it to the receiving party; or
(d) is the subject of a legitimate disclosure request under the open records laws or similar
applicable public disclosure laws governing this Agreement; provided, however, that in the
event you receive an open records or other similar applicable request, you will give us
prompt notice and otherwise perform the functions required by applicable law.
18. Business License. In the event a local business license is required for us to perform services
hereunder, you will promptly notify us and provide us with the necessary paperwork and/or contact
information so that we may timely obtain such license.
19. Governing Law. This Agreement will be governed by and construed in accordance with the laws of
your state of domicile, without regard to its rules on conflicts of law.
20. Multiple Originals and Authorized Signatures. This Agreement may be executed in multiple
originals, any of which will be independently treated as an original document. Any electronic, faxed,
scanned, photocopied, or similarly reproduced signature on this Agreement or any amendment
hereto will be deemed an original signature and will be fully enforceable as if an original signature .
Each party represents to the other that the signatory set forth below is duly authorized to bind that
party to this Agreement.
21. Cooperative Procurement. To the maximum extent permitted by applicable law, we agree that this
Agreement may be used as a cooperative procurement vehicle by eligible jurisdictions. We reserve
the right to negotiate and customize the terms and conditions set forth herein, including but not
limited to pricing, to the scope and circumstances of that cooperative procurement.
22. Contract Documents. This Agreement includes the following exhibits:
Exhibit A
Exhibit B
Exhibit C
Exhibit D
Exhibit E
Investment Summary
Invoicing and Payment Policy
Schedule 1: Business Travel Policy
Service Level Agreement
Schedule 1: Support Call Process
Third Party Terms
Statement of Work
13
IN WITNESS WHEREOF , a duly authorized representative of each party has executed this Agreement as
of the date(s) set forth pelow.
:::erTf~~
Name:ohlf+·-40~{1/7
Tit I e : D I rt C.:M:>r of C...o::::::r+<-z::< (.:,4-5
Date: 2.l2.s (2..ow
Address for Notices:
Tyler Technologies, Inc.
One Tyler Drive
Yarmouth, ME 04096
Attention: Chief Legal Officer
Approved as to Form:
GIi roy City Attorney 's Office
By: ~ CityAttorne
14
Date:. ___ 3...-~.,..._1"""'2 ... Ll'""~ ... 2.......,e2......,.-z .. e-'2.___ __ _
Addre ss for Notices:
City of Gilroy
7351 Rosanna Street
Gilroy, CA 95020
Attention: Sue O'Strander, Deputy Director o f
Community Development
•• ••• •• ••••• •
Exhibit A
Investment Summary
Exh i bit A
The following Investment Summary details the software and services to be delivered by us to you under
the Agreement. This Investment Summary is effective as of the Effective Date. Capitalized terms not
otherwise defined will have the meaning assigned to such terms in the Agreement.
REMAINDER OF PAGE INTENTIONALLY LEFT BLANK
1
•• ••••• ••••• • t~(~!:,!,.,
Sa les Q uotatio n For
City of Gi lroy
735 1 Rosanna St
Gilroy, CA 95020-6196
Phone + 1 ( 408) 846-0300
EnerGov Saas -Gol d
Quoted By:
Date:
Quote Expiration:
Quote Name :
Quote Number:
Quote Description:
Chu ck Newberry
1/9/2020
10/3 1/2020
City of Gilroy-LGD-EG-PLM
2019-71855
Option 2 SaaS
Description Term Monthly Fee Users/Units Annual Fee
Core Software:
EnerGov Business Management Suite 7 $220.00 10 $26,400.00
EnerGov Community Development Suite 7 $220.00 30 $79,200.00
EnerGov Community Health 7 $220.00 10 $26,400.00
Tyler 311 7 $1,357.00 Site License $16,285.00
Extensions:
EnerGov Business Management SOK 7 $0.00 1 $0.00
EnerGov Central Cashiering SDK 7 $0.00 1 $0.00
EnerGov Citizen Self Ser vice -Business Management 7 $843.00 Site License $10,120.00
EnerGov Citizen Self Ser vice -Community Development 7 $843.00 Site License $10,120.00
EnerGov Community Development SDK 7 $0.00 1 $0.00
EnerGov e-Reviews 7 $1,454.00 Site License $17,448.00
En erGov Intelligent Automation Agent 7 $0.00 1 $0 .00
EnerGov Intelligent Objects 7 $0.00 1 $0.00
EnerGov My GovPay 7 $0.00 1 $0.00
EnerGov 0-Data 7 $0.00 1 $0.00
2019-71855 -Option 2 Saas CONFID ENTIAL 1 of 4
EnerGov Saas -Gold
Description Term Monthly Fee Users/Units Annual Fee
EnerGov Repo rt Toolkit 7 $0 .00 1 $0.00
EnerGov Standard Te chni cal Support 7 $0.00 1 $0.00
EnerGov Unlimited iG Workforce App Access 7 $0 .00 1 $0.00
EnerGov VirtualPay 7 $0.00 1 $0.00
Tyler GIS 7 $0.00 1 $0.00
Sub-Total: $185,973.00
Less Discount: $15,119.00
TOTAL: $170,854.00
EnerGov Professional Services
Description Hours/Units Unit Price Extended Price Year One
Maintenance
Data Conversion Services 80 $250.00 $20,000 .0 0 $0.00
Dynamic Reports Modifications (10 pack) 1 $5,000.00 $5,000.00 $0.00
Fundamentals Review 80 $175.00 $1 4,000.00 $0.00
Letters and Forms Development (5 pack) 1 $6,250.00 $6,250.00 $0.00
Professional Implementation Services 1450 $175.00 $253,750.00 $0.00
Project Management Services 171 $175.00 $29,925.00 $0.00
Training & Production Support Services 280 $175.00 $49,000 .00 $0.00
TOTAL: $377,925.00 $0 .00
Summary One Time Fees Recurring Fees
Total SaaS $0 .00 $170,854.00
Total Tyler Software $0.00 $0.00
Total Tyler Services $377,925.00 $0.00
Total 3rd Party Hardware, Software and $0.00 $0.00
Services
Summary Total $377,925.00 $170,854.00
2019-71855 -Option 2 Saas CONFIDENTIAL 2 of 4
Summary
Year One Contract Total
Contract Total
Estimated Travel Expenses
One Time Fees
$548,779.00
$1,573,903.00
$35,700.00
Recurring Fees
Unless otherwise indicated in the contract or amendment thereto, pricing for optional items will be held for
six (6) months from the Quote date or the Effective Date of the contract, whichever is later.
Customer Approval: Date:
Print Name: P.O.#:
All primary values quoted in US Dollars
2019-71855 -Option 2 Saas CONFIDENTIAL 3 of 4
Comments
EnerGov e-Reviews requires Blue beam Studio Prime, at an estimated yearly subscription cost of $3,000 /100 users. Further pricing detail is available by contacting Bluebeam at
https://www.bluebeam.com/solutions/studio-prime
EnerGov monthly fees are rounded, excluding cents.
EnerGov SaaS includes up to 500GB of storage. Should additional storage be needed it may be purchased as needed at an annual fee of $3,000 per TB.
Scope of Services:
¢ Project Management Services = 171 resource hours
¢ System Configuration Services= 1450 resource hours (80 hours for PIBR requirements)
¢ Fundamentals Training = 80 resource hours
¢ System Administration Training = 80 resource hours
¢ End User Training & Production Support = 280 resource hours
¢ Report Development Services =(I) IO packcDyanmic Report Modification Package; (I) 5 pack Letters and Forms Development Package
¢ Data Conversion Services = 80 resource hours
¢ Travel Expense Estimate based on 21 on-site trips (where a "trip" is defined as onsite travel ofup to five business days)
NOTE: A typical "onsite week" is onsite at the customer site Monday -Thursday at an expected duration of 8 hours per day. Exceptions may apply to best serve the needs of
the project.
Business Scope (Transactions and Automation)
¢ Unique Business Transactions in Scope (Tyler)= up to 20 Transactions
¢ Unique Business Transactions in Scope (Shared)= up to IO Transactions
¢ CUPA Implementation ofEnerGov Community Health
¢ BMP Business Transactions in Scope (Tyler)= up to 20 Transactions
¢ BMP Business Transactions in Scope (Shared)= up to 10 Transactions
¢ Geo-Rules within Scope (Tyler)= up to 10 Geo-Rules
¢ Geo-Rules within Scope (Shared)= up to 5 Geo-Rules
¢ Intelligent Objects and IAA's within Scope (Tyler)= up to IO IO/IAA
¢ Intelligent Objects and IAA's within Scope (Shared)= up to 5 IO/IAA
¢ Custom Reports/Output documents within scope= (1) 10 packcDyanmic Report Modification Package; (1) 5 pack Letters and Forms Development Package
¢ Data Conversion Sources within scope= one
Integrations : Tyler EnerGov comes equipped with ESRI GIS, Tyler Munis ERP, Tyler Cashiering, Tyler Document Management, Bluebeam, CERS and State Licesning Board
integration free of charge. Tyler is providing its full line ofEnerGov APis and SDKs to help facilitate the remaining integratoins to/from other systems.
2019-71855 -Option 2 Saas CONFIDENTIAL 4 of 4
Exhibit B
Exhibit B
Invoicing and Payment Policy
We will provide you with the software and services set forth in the Investment Summary of the
Agreement. Capitalized terms not otherwise defined will have the meaning assigned to such terms in
the Agreement.
Invoicing: We will invoice you for the applicable software and services in the Investment Summary as
set forth below. Your rights to dispute any invoice are set forth in the Agreement.
1. Saas Fees. Saas Fees are invoiced on an annual basis, beginning on the commencement of the
initial term as set forth in Section F (1) of this Agreement. Your annual Saas fees for the first
seven (7) years of the initial term are set forth in the Investment Summary. Following the initial
term, Tyler agrees to cap increases to annual Saas Fees for Years 8-10 to 5% over the preceding
year's Saas Fees. Thereafter, your annual Saas fees will be at our then-current rates.
2. Other Tyler Software and Services .
2.1 VPN Device: The fee for the VPN device will be invoiced upon installation of the VPN.
2.2 Implementation and Other Professional Services (including training): Implementation and
other professional services (including training) are billed and invoiced as delivered, at the
rates set forth in the Investment Summary.
2.3 Consulting Services: If you have purchased any Business Process Consulting services, if they
have been quoted as fixed-fee services, they will be invoiced 50 % upon your acceptance of
the Best Practice Recommendations, by module, and 50% upon your acceptance of custom
desktop procedures, by module. If you have purchased any Business Process Consulting
services and they are quoted as an estimate, then we will bill you the actual services
delivered on a time and materials basis.
2.4 Conversions: Fixed-fee conversions are invoiced 50% upon initial delivery of the converted
Data, by conversion option, and 50% upon Client acceptance to load the converted Data into
Live/Production environment, by conversion option. Where conversions are quoted as
estimated, we will bill you the actual services delivered on a time and materials basis.
2.5 Requested Modifications to the Tyler Software: Requested modifica tions to the Tyler
Software are invoiced 50% upon delivery of specifications and 50% upon delivery of the
applicable modification. You must report any failure ofthe modification to conform to the
specifications within thirty (30) days of delivery; otherwise, the modification will be deemed
to be in compliance with the specifications after the 30-day window has passed. You may
still report Defects to us as set forth in this Agreement.
1
Exhibit B
2.6 Other Fixed Price Services: Other fixed price services are invoiced as delivered, at the rates
set forth in the Investment Summary. For the avoidance of doubt, where "Project Planning
Services" are provided, payment will be due upon delivery of the Implementation Planning
document. Dedicated Project Management services, if any, will be billed monthly in arrears,
beginning on the first day of the month immediately following initiation of project planning.
2.7 Change Management Services: If you have purchased any change management services,
those services will be invoiced in the following amounts and upon the following milestones :
Acceptance of Change Management Discovery Analysis 15%
Delivery of Change Management Plan and Strategy Presentation 10%
Acceptance of Executive Playbook 15%
Acceptance of Resistance Management Plan 15%
Acceptance of Procedural Change Communications Plan 10%
Change Management Coach Training 20%
Change Management After-Action Review 15%
3. Third Party Products.
3.1 Third Party Software License Fees: License fees for Third Party Software, if any, are invoiced
when we make it available to you for downloading.
3.2 Third Party Software Maintenance: The first year maintenance for the Third Party Software
is invoiced when we make it available to you for downloading.
3.3 Third Party Hardware: Third Party Hardware costs, if any, are invoiced upon delivery.
3.4 Third Party Services: Fees for Third Party Services, if any, are invoiced as delivered, along
with applicable expenses, at the rates set forth in the Investment Summary.
4. Expenses. The service rates in the Investment Summary do not include travel expenses.
Expenses for Tyler delivered services will be billed as incurred and only in accordance with our
then-current Business Travel Policy. Our current Business Travel Policy is attached to this Exhibit
B at Schedule 1. Copies of receipts will be provided upon request; w e reserve the right to
charge you an administrative fee depending on the extent of your requests. Receipts for
miscellaneous item s less than twenty-five dollars and mileage logs are not available.
Payment. Payment for undisputed invoices is due within forty-five (45) days of the invoice date. We
prefer to receive payments electronically. Our electronic payment information is:
Bank:
ABA:
Account:
Beneficiary:
Wells Fargo Bank, N.A.
420 Montgomery
San Francisco, CA 94104
121000248
4124302472
Tyler Technologies, Inc. -Operating
2
1. Air Travel
A. Reservations & Tickets
Exhibit B
Schedule 1
Business Travel Policy
Exhibit B
Schedu le 1
The Travel Management Company (TMC) used by Tyler will provide an employee with a direct flight
within two hours before or after the requested departure time, assuming that flight does not add
more than three hours to the employee's total trip duration and the fare is within $100 (each way)
of the lowest logical fare. If a net savings of $200 or more (each way) is possible through a
connecting flight that is within two hours before or after the requested departure time and that
does not add more than three hours to the employee's total trip duration, the connecting flight
should be accepted .
Employees are encouraged to make advanced reservations to take full advantage of discount
opportunities. Employees should use all reasonable efforts to make travel arrangements at least
two (2) weeks in advance of commitments. A seven (7) day advance booking requirement is
mandatory. When booking less than seven (7) days in advance, management approval will be
required.
Except in the case of international travel where a segment of continuous air travel is six (6) or more
consecutive hours in length, only economy or coach class seating is reimbursable. Employees shall
not be reimbursed for "Basic Economy Fares" because these fares are non-refundable and have
many restrictions that outweigh the cost-savings.
B. Baggage Fees
Reimbursement of personal baggage charges are based on trip duration as follows:
• Up to five (5) days= one (1) checked bag
• Six (6) or more days = two (2) checked bags
Baggage fees for sports equipment are not reimbursable.
1
2. Ground Transportation
A. Private Automobile
Exhibit B
Schedule 1
Mileage Allowance -Business use of an employee's private automobile will be reimbursed at the
current IRS allowable rate, plus out of pocket costs for tolls and parking. Mileage will be calculated
by using the employee's office as the starting and ending point, in compliance with IRS regulations.
Employees who have been designated a home office should calculate miles from their home.
B. Rental Car
Employees are authorized to rent cars only in conjunction with air travel when cost, convenience,
and the specific situation reasonably require their use. When renting a car for Tyler business,
employees should select a "mid-size" or "intermediate" car. "Full" size cars may be rented when
three or more employees are traveling together. Tyler carries leased vehicle coverage for business
car rentals; except for employees traveling to Alaska and internationally (excluding Canada),
additional insurance on the rental agreement should be declined.
C. Public Transportation
Taxi or airport limousine services may be considered when traveling in and around cities or to and
from airports when less expensive means of transportation are unavailable or impractical. The
actual fare plus a reasonable tip (15-18%) are reimbursable. In the case of a free hotel shuttle to the
airport, tips are included in the per diem rates and will not be reimbursed separately.
D. Parking & Tolls
When parking at the airport, employees must use longer term parking areas that are measured in
days as opposed to hours. Park and fly options located near some airports may also be used . For
extended trips that would result in excessive parking charges, public transportation to/from the
airport should be considered. Tolls will be reimbursed when receipts are presented.
3 . Lodging
Tyler's TMC will select hotel chains that are well established, reasonable in price, and conveniently
located in relation to the traveler's work assignment. Typical hotel chains include Courtyard,
Fairfield Inn, Hampton Inn, and Holiday Inn Express. If the employee has a discount rate with a local
hotel, the hotel reservation should note that discount and the employee should confirm the lower
rate with the hotel upon arrival. Employee memberships in travel clubs such as AAA should be
noted in their travel profiles so that the employee can take advantage of any lower club rates.
"No shows" or cancellation fees are not reimbursable if the employee does not comply with the
hotel's cancellation policy.
Tips for m aids and other hotel staff are included in the per diem rate and are not reimbursed
separately.
2
Exhibit B
Schedule 1
Employees are not authorized to reserve non-traditional short-term lodging, such as Airbnb, VRBO,
and HomeAway. Employees who elect to make such reservations shall not be reimbursed.
4. Meals and Incidental Expenses
Employee meals and incidental expenses w hile on travel status within the continental U.S. are in
accordance with the federal per diem rates published by the General Services Administration .
Incidental expenses include tips to maids, hotel staff, and shuttle drivers and other minor travel
expenses . Per diem rates are available at www.gsa.gov/perdiem.
Per diem for Alaska, Hawaii, U.S. protectorates and international destinations are provided
separately by the Department of State and w ill be determined as required .
A. Overnight Travel
For each full day of travel, all three meals are reimbursable. Per diems on the first and last day of a
trip are governed as set forth below.
Departure Day
Depart before 12:00 noon
Depart after 12:00 noon
Return Day
Return before 12 :00 noon
Return between 12:00 noon & 7:00 p.m.
Return after 7:00 p.m . *
Lunch and dinner
Dinner
Breakfast
Breakfa st and lunch
Breakfast, lunch and dinner
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
The reimbursement rates for indiv idual meals are calculated as a percentage of the full day per diem
as follows:
Breakfast 15%
Lunch 25%
Dinner 60%
B. Same Day Travel
Employees traveling at least 100 miles to a site and returning in the same day are eligible to claim
lun ch on an ex pens e repo rt. Employees on same day travel status are eli gible to claim dinner in the
event they return home after 7:00 p.m . *
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
3
5. Internet Access -Hotels and Airports
Exhibit B
Schedule 1
Employees who travel may need to access their e-mail at night. Many hotels provide free high
speed internet access and Tyler employees are encouraged to use such hotels whenever possible. If
an employee's hotel charges for internet access it is reimbursable up to $10.00 per day. Charges for
internet access at airports are not reimbursable.
6. International Travel
All international flights with the exception of flights between the U.S. and Canada should be
reserved through TMC using the "lowest practical coach fare" with the exception of flights that are
six (6) or more consecutive hours in length. In such event, the next available seating class above
coach shall be reimbursed.
When required to travel internationally for business, employees shall be reimbursed for photo fees,
application fees, and execution fees when obtaining a new passport book, but fees related to
passport renewals are not reimbursable. Visa application and legal fees, entry taxes and departure
taxes are reimbursable.
The cost of vaccinations that are either required for travel to specific countries or suggested by the
U.S. Department of Health & Human Services for travel to specific countries, is reimbursable.
Section 4, Meals & Incidental Expenses, and Section 2.b., Rental Car, shall apply to this section.
4
I. Agreement Overview
•• ••• •• ...... •
Exhibit C
SERVICE LEVEL AGREEMENT
Exhibit C
This SLA operates in conjunction with, and does not supersede or replace any part of, the Agreement. It
outlines the information technology service levels that we will provide to you to ensure the availability of
the application services that you have requested us to provide. All other support services are documented
in the Support Call Process.
II. Definitions. Except as defined below, all defined terms have the meaning set forth in the
Agreement.
Attainment: The percentage of time the Tyler Software is available during a calendar quarter, with
percentages rounded to the nearest whole number.
Client Error Incident: Any service unavailability resulting from your applications, content or equipment, or
the acts or omissions of any of your service users or third-party providers over whom we exercise no
control.
Downtime: Those minutes during which the Tyler Software is not available for your use. Downtime does
not include those instances in which only a Defect is present.
Service Availability: The total number of minutes in a calendar quarter that the Tyler Software is capable
of receiving, processing, and responding to requests, excluding maintenance windows, Client Error
Incidents and Force Majeure.
Ill. Service Availability
The Service Availability of the Tyler Software is intended to be 24/7 /365. We set Service Availability goals
and measures whether we have met those goals by tracking Attainment.
a. Your Responsibilities
Whenever you experience Downtime, you must make a support call according to the procedures outlined
in the Support Call Process. You will receive a support incident number.
You must document, in writing, all Downtime that you have experienced during a calendar quarter. You
must deliver such documentation to us within 30 days of a quarter's end.
The documentation you provide must evidence the Downtime clearly and convincingly. It must include,
for example, the support incident number(s) and the date, time and duration of the Downtime(s).
b. Our Responsibilities
When our support team receives a call from you that Downtime has occurred or is occurring, we will work
with you to identify the cause of the Downtime (including whether it may be the result of a Client Error
1
Exhibit C
Incident or Force Majeure). We will also work with you to resume normal operations.
Upon timely receipt of your Downtime report, we will compare that report to our own outage logs and
support tickets to confirm that Downtime for which we were responsible indeed occurred.
We will respond to your Downtime report within 30 day(s) of receipt. To the extent we have confirmed
Downtime for which we are responsible, we will provide you with the relief set forth below.
c. Client Relief
When a Service Availability goal is not met due to confirmed Downtime, we will provide you with relief
that corresponds to the percentage amount by which that goal was not achieved , as set forth in the Client
Relief Schedule below.
Notwithstanding the above, the total amount of all relief that would be due under this SLA per quarter
will not exceed 10% of one quarter of the then-current Saas Fee. The total credits confirmed by us in one
or more quarters of a billing cycle will be applied to the Saas Fee for the next billing cycle. Issuing of such
credit does not relieve us of our obligations under the Agreement to correct the problem which created
the service interruption.
Every quarter, we will compare confirmed Downtime to Service Availability. In the event actual
Attainment does not meet the targeted Attainment, the following Client relief will apply, on a quarterly
basis:
100% 99.00-99 .9 9% Remedial action will be taken.
100% 97.00-98.99% 4% credit of fee for affected calendar quarter
w ill be posted to next billing cycle
100% 95.00-96.99% 5% credit of fee for affected calendar quarter
will be posted to next billing cycle
100% <95% 10% credit of fee for affected calendar
quarter will be posted to ne xt billing cycle
You may request a report from us that documents the preceding quarter's Service Availability, Downtime,
any remedial actions that have been/will be taken, and any credits that may be issued .
IV. Applicability
The commitments set forth in this SLA do not apply during maintenance windows, Client Error Incidents,
and Force Majeure.
We perform maintenance during limited windows that are historically known to be reliably low-traffic
times. If and when maintenance is predicted to occur during periods of higher traffic, we will provid e
advance notice of those windows and will coordinate to the greatest extent possible with you.
V. Force Majeure
You will not hold us responsible for not meeting service leve ls outlined in this SLA to the extent an y failure
to do so is caused by Force Majeure. In the event of Force Majeure, we will file with you a signed request
2
Exh ibit C
that said failure be excused. That writing will at least include the essential details and circumstances
supporting our request for relief pursuant to this Section. You will not unreasonably withhold its
acceptance of such a request.
3
Support Channels
•• ••• •• ••••• •
Exhibit C
Schedule 1
Support Call Process
Tyler Technologies, Inc. provides the following channels of software support:
Exhi bit C
Schedule 1
(1) Tyler Community-an on-line resource, Tyler Community prov ides a venue for all Tyler clients
with current maintenance agreements to collaborate with one another, share best practice s and
resources, and access documentation .
(2) On-line submission (portal) -for less urgent and functionality-based questions, users may create
unlimited support incidents through the customer relationship management portal available at
the Tyler Technologies website.
(3) Email -for less urgent situations, users may submit unlimited emails directly to the softw are
support group.
(4) Telephone -for urgent or complex questions, users receive toll-free, unlimited telephone
software support.
Suppo rt Resources
A number of additional resources are available to provide a comprehensive and complete support
experience:
(1) Tyler Website -www.tylertech .com -for accessing client tools and other information including
support contact information.
(2) Tyler Community-available through login, Tyler Community provides a venue for clients to
support one another and share best practices and re sources.
(3) Knowledgebase -A fully searchable depository of thousands of documents related to
procedures, best practices, release information, and job aides.
(4) Program Updates -where development activ ity is made available for client consumption
Support Availability
Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday-
Friday) across four US time zones (Pacific, Mountain, Central and Ea stern). Clients may rece ive coverage
across these time zones. Tyler's holiday schedule is outlined below. There will be no support coverage
on these days .
New Year's Day Thanksgiving Day
Memorial Day Day after Thanksgiving
Independence Day Christmas Day
Labor Day
1
Issue Handling
Incident Tracking
Exhibit C
Schedule 1
Every support incident is logged into Tyler's Customer Relationship Management System and given a
unique incident number. This system tracks the history of each incident. The incident tracking number is
used to track and reference open issues when clients contact support. Clients may track incidents, using
the incident number, through the portal at Tyler's website or by calling software support directly.
Incident Priority
Each incident is assigned a priority number, which corresponds to the client's needs and deadlines. The
client is responsible for reasonably setting the priority of the incident per the chart below. This chart is
not intended to address every type of support incident, and certain "characteristics" may or may not
apply depending on whether the Tyler software has been deployed on customer infrastructure or the
Tyler cloud. The goal is to help guide the client towards clearly understanding and communicating the
importance of the issue and to describe generally expected responses and resolutions.
Priority Characteristics of Support Incident Resolution Targets Level
Support incident that causes (a) Tyler sha ll provide an initia l response to Priority Level 1
complete application failure or incidents within one (1) business hour of receipt of the
application unavailability; (b) support incident. Tyler shall use commercially
1 application failure or unavailability in reasonab le efforts to resolve such support incidents or
Critical one or more of the client's remote provide a circumvention procedure within one (1)
location; or (c) systemic loss of multiple business day. For non-hosted customers, Tyler's
essential system functions. responsibility for lost or corrupted Data is limited to
assisting the client in restoring its last available database.
Support incident that causes (a) Tyler sha ll provide an initial response to Priority Level 2
repeated, consistent fai lure of essential incidents within four (4) business hours of receipt of the
functiona lity affecting more than one support incident. Tyler sha ll use comme rcially
2 user or (b) loss or corruption of Data. reasonable efforts to resolve such support incidents or
High provide a circumvention procedure within ten (10)
business days. For non-hosted customers, Tyler's
responsibility for loss or corrupted Data is limited to
assisti ng the client in restoring its last available database.
Priority Level 1 incident with an existing Tyler shall provide an initial response to Priority Leve l 3
circumvention procedure, or a Priority incidents within one (1) business day of receipt of the
Level 2 incident that affects on l y one support incident. Tyl er shall use commercially
3 user or for which there is an existing reasonable efforts to resolve such support incidents
Medium circumvention procedure. without the need for a circumvention procedure with the
next published maintenance update or service pack. For
non-hosted customers, Tyl er's responsibility for lost or
corrupted Data is limited to assisting the client in
restoring its last available database .
2
Priority Characteristics of Support Incident Level
Support incident that causes failure of
4 non-essential functionality or a
Non-cosmetic or other issue that does not
critical qua lify as any other Priority Level.
Incident Escalation
Resolution Targets
Exhibit C
Schedule 1
Tyler shall provide an initial response to Priority Leve l 4
incidents within two (2) bus iness days. Tyler shall use
commercially reasonable efforts to resolve such support
incidents, as well as cosmetic issues , with a future
version release.
Tyler Technology's software support consists of four levels of personnel:
(1) Level 1: front-line representatives
(2) Level 2: more senior in their support role, they assist front-line representatives and take on
escalated issues
(3) Level 3: assist in incident escalations and specialized client issues
(4) Level 4: responsible for the management of support teams for either a single product or a
product group
If a client feels they are not receiving the service needed, they may contact the appropriate Software
Support Manager. After receiving the incident tracking number, the manager will follow up on the open
issue and determine the necessary action to meet the client's needs.
On occasion, the priority or immediacy of a software support incident may change after initiation. Tyler
encourages clients to communicate the level of urgency or priority of software support issues so that we
can respond appropriately. A software support incident can be escalated by any of the following
methods:
(1) Telephone -for immediate response, call toll-free to either escalate an incident's priority or to
escalate an issue through management channels as described above.
(2) Email -clients can send an email to software support in order to escalate the priority of an issue
(3) On-line Support Incident Portal -clients can also escalate the priority of an issue by logging into
the client incident portal and referencing the appropriate incident tracking number.
Remote Support Tool
Some support calls require further analysis of the client's database, process or setup to diagnose a
problem or to assist with a question. Tyler will, at its discretion, use an industry-standard remote
support tool. Support is able to quickly connect to the client's desktop and view the site's setup,
diagnose problems, or assist with screen navigation. More information about the remote support tool
Tyler uses is available upon request.
3
•• ••• •• ••••• •
Exhibit D
MyGovPay/VirtualPay and IVR
Exh ibit D
1. MyGovPay/VirtualPay Licensing. Access to MyGovPay and/or Virtual Pay is hereby granted if Customer
elects to use MyGovPay or VirtualPay, products of Tyler Technologies (Powered by Persolvent), designed for
Citizen Users to use for processing online payments.
(a) Special MyGovPay/VirtualPay Definitions.
"Merchant Agreement" means the agreement between Customer and Persolvent that provides for the
Merchant Fees.
"Merchant Fees" means direct costs levied by Visa/Mastercard/Discover or other payment card companies
for Interchange Fees, Dues, Assessments and Occurrence Fees, over which Tyler Technologies has no
authority.
"MyGovPay" means the Product of Tyler Technologies that allows members of the public to pay for
Customer's services with a credit or other payment card on the Customer's citizen-facing web portal.
"Persolvent" means Persolvent, formerly Bankcard Services Worldwide, a Payment Card Industry (PCI)
compliant processing agent through which the EnerGov Software passes credit card transactions.
"Use Fees" means the Technology Fees, Authorization Fees and Program/Convenience Fees as listed in Use
Fees Table in Section 2, titled MyGovPay/Virtua/Pay.
"Virtua/Pay'' means the Product of Tyler Technologies that allows the Customer to accept and p rocess
citizen user's credit or other payment card using the EnerGov Software.
(b) Conditions of Use. If customer elects to use MyGovPay and/or VirtualPay the following terms apply:
(1) Customer must apply for and agree to a Merchant Agreement with Persolvent.
(2) Customer agrees that Citizen Users will be subject to Use Fees as listed in Use Fees table in Section
2.
(3) Customer agrees that Use Fees are separate from and independent of Merchant Fees .
(4) Customer agrees that this Agreement does not represent any modification to Customer's Merchant
Agreement with Persolvent.
(5) Customer agrees that Use Fees are for use on the MyGovPay/VirtualPay on line system and will not
be deposited or owed to Customer in any way.
(6) Customer agrees that MyGovPay's and VirtualPay's ability to assess Use Fees is dictated by the Card
Associations whose rules may change at any time and for any reason. If MyGovPay and/or
VirtualPay, for any reason, are unable to process payments using Use Fees, Customer agrees that
MyGovPay/VirtualPay reserves the right to negotiate a new pricing model w ith Customer for the
continued use of MyGovPay and/or VirtualPay.
2. MyGovPay/VirtualPay Fees. Customer agrees that the Use Fees set forth on the following page will apply
if Customer elects to use MyGovPay/VirtualPay.
USE FEES TABLE FOLLOWS ON NEXT PAGE
1
Use Fees
EnerGov's MyGovPay (Online/ card-not-present payments)**
MyGovPay (Online Payments) MyGovPay (Online
Payments)
Percentage Based Fee + Transaction Fee
Option 1: 2.79% $0.20 Government Entity Paid
Option 2: 3.29% N/A Patron Paid
**ACH processing is available for a fee of $20 per month and $0.30 per transaction.
EnerGov's VirtualPay (retail card present)
VirtualPay (Retail Payments) Virtual Pay (Retail Payments)
Percentage Based Fee + Transaction Fee
Option 1: 2.59% $0.15 Government Entity Paid
Option 2:
2.99% N/A Patron Paid
Exh ibit D
Patron Paid fees will be communicated as "Service Fees" to the cardholder, at the time of transaction. In
the event that the average monthly transaction amount is below $30, Contractor reserves the right to
apply an additional $0.20 service fee above the quoted rates above .
3. Interactive Voice Response (''IVR"). If IVR is selected by Customer and included in the pricing, the
following additional terms and conditions shall apply of this Agreement:
(a) Network Security. Customer acknowledges that a third-party is used by Tyler Technologies to process
IVR Data. Customer's content will pass through and be stored on the third-party servers and will not be
segregated or in a separate physical location from servers on which other customers' content is or will be
transmitted or stored.
(b) Content. Customer is responsible for the creation, editorial content, control, and all other aspects of
content to be used solely in conjunction with the EnerGov Software.
(c) Lawful Purposes. Customer shall not use the IVR system for any unlawful purpose.
(d) Critical Application. Customer will not use the IVR system for any life-support application or other
critical application where failure or potential failure of the IVR system can cause injury, harm, death, or
other grave problems, including, without limitation, loss of aircraft control, hospital life-support system, and
delays in getting medicate care or other emergency services.
(e) No Harmful Code. Customer represents and warrants that no content designed to delete, disable,
deactivate, interfere with or otherwise harm any aspect of the IVR system now or in the future, shall be
knowingly transmitted by Customer or Users.
(f) IVR WARRANTY. Except as expressly set forth in this Agreement, TYLER TECHNOLOGIES MAKES NO
REPRESENTATION AND EXTENDS NO WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING
WARRANTIES OF TITLE, NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE
FOR IVR.
2
Exhibit E
Statement of Work
Tyler Technologies
Prepared for:
City of Gilroy
7351 Rosanna Street, Gilroy, CA 95020
Prepared by:
Chuck Newberry
2160 Satell ite Blvd., Suite 300, Duluth, GA 30097
Tyler Technologies, Inc.
www.tylertech.com
Revised: 3/1/2019
Exhibit E
Exhibit E
Table of Contents
1 Executive Summary ............................................................................................................................... 6
1.1 Project Overview ........................................................................................................................... 6
1.2 Product Summary ......................................................................................................................... 6
1.3 Project Timeline ............................................................................................................................ 7
1.4 Project Methodology Overview .................................................................................................... 7
2 Project Governance ............................................................................................................................... 8
2.1 Client Governance ......................................................................................................................... 8
2.1.1 Client Project Manager ......................................................................................................... 8
2.1.2 Steering Committee .............................................................................................................. 8
2.1.3 Executive Sponsor(s) ............................................................................................................. 9
2.2 Tyler Governance .......................................................................................................................... 9
2.2.1 Tyle r Project Manager ........................................................................................................... 9
2.2.2 Tyler Implementation Management ..................................................................................... 9
2.2.3 Ty ler Exec utive Management ............................................................................................... 9
2.2.4 Tyler Escalation Process ...................................................................................................... 10
2.3 Acceptance and Acknowledgment Process ................................................................................ 10
3 Overall Project Assumptions ............................................................................................................... 11
3.1 Project, Resources and Sched uling ............................................................................................. 11
3.2 Data Conversion .......................................................................................................................... 12
3.3 Data Exchanges, Modifications, Forms and Reports .................................................................. 12
3 .4 Hardware and Software .............................................................................................................. 13
3.5 Educ ation .................................................................................................................................... 13
4 Implementation Stages ....................................................................................................................... 14
4.1 Work Breakdown Structure (WBS) ............................................................................................. 14
4.2 Initiate & Plan (Stage 1) -PMI Initiate and Plan ......................................................................... 16
4.2.1 Ty ler Internal Coordination & Planning .............................................................................. 16
4.2.2 System Infrastructure Planning ........................................................................................... 17
4.2.3 Project/Phas e Planning ....................................................................................................... 18
4.2.4 Project Schedule ................................................................................................................. 19
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Exhibit E
4.2.5 Stakeholder Presen tation ................................................................................................... 20
4.2.6 Control Point 1: Initiate & Plan Stage Acceptance .............................................................. 21
4.3 Assess & Define (Stage 2) -PMI Execution ................................................................................. 22
4.3.1 Fundamentals Review ......................................................................................................... 22
4.3.2 Current/Future State Analysis ............................................................................................. 23
4.3.3 Data Conversion Planning & Mapping ................................................................................ 24
4.3.4 Standard 3rd Party Data Exc hange Planning ....................................................................... 25
4.3.5 Modification Analysis & Specification, if contracted .......................................................... 27
4.3.6 Form s & Reports Planning .................................................................................................. 28
4.3. 7 Sys tem Deployment ............................................................................................................ 29
4.3.8 Control Point 2: Assess & Define Stage Acceptance ........................................................... 30
4.4 Build & Va lidate (Stage 3) -PMI Exec ution ................................................................................ 32
4.4.1 Configuration & Power User Training ................................................................................. 32
4.4.2 Data Conversion & Va lidation ............................................................................................ 33
4.4.3 Standard 3rd Party Data Exchange Va lidation .................................................................... 34
4.4.4 Modification Deli very & Va lidation, if contracted .............................................................. 35
4.4.5 Forms & Reports Va lidation ................................................................................................ 36
4.4.6 Control Point 3: Build & Validate Stage Acceptance ........................................................... 37
4.5 Final Testing & Training (Stage 4)-PMI Monitor and Control. .................................................. 38
4.5.1 Cutover Planning ................................................................................................................. 38
4.5.2 User Acceptance Testing (UAT) ........................................................................................... 39
4.5.3 End User Trainin g ................................................................................................................ 40
4.5.4 Control Point 4: Fin al Tes ting & Train ing Stage Acceptance ............................................... 41
4.6 Production Cutover (Stage 5) -PM I Monitor and Control ......................................................... 42
4.6.1 Fin al Data Conversion, if applicable .................................................................................... 42
4.6.2 Produ ction Processing & Assistance ................................................................................... 43
4.6.3 Tran sition to Ty ler Support ................................................................................................. 44
4.6.4 Schedule Post-Production Services, if applicable ............................................................... 45
4.6.5 Control Point 5: Production Cutover St age Acceptance ..................................................... 46
4. 7 Pha se/Pr oject Closure (Stage 6) -PM I Closure .......................................................................... 47
4.7.1 Close Phase/Project ............................................................................................................ 47
4.7.2 Control Point 6: Phase/Project Closure Stage Acceptance ................................................. 48
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Exhibit E
5 Roles and Responsibilities ................................................................................................................... 49
5.1 Tyler Roles and Responsibilities .................................................................................................. 49
5 .1.1 Tyler Executive Management ............................................................................................. 49
5.1.2 Ty ler Implementation Management.. ................................................................................. 49
5.1.3 Tyler Project Manager ......................................................................................................... 49
5.1.4 Tyler Implementation Consultant ....................................................................................... 50
5 . 1.5 Ty ler Sales ........................................................................................................................... 51
5 .1.6 Tyler Software Support ....................................................................................................... 51
5.1. 7 Ty.I er Subject Matter Expert ................................................................................................ 51
5.1.8 Tyler Data Con v ersion Experts ............................................................................................ 52
5.1.9 Tyler Reports/Forms Experts .............................................................................................. 52
5.1.10 Tyler Trainer ........................................................................................................................ 52
5.2 City Role s and Re spons ibilities .................................................................................................... 52
5.2.1 City Executive Sponsor ........................................................................................................ 52
5.2.2 City Steering Committee ..................................................................................................... 52
5.2.3 City Project Manager .......................................................................................................... 53
5.2.4 City Functional Leads .......................................................................................................... 54
5.2 .5 City Power Users ................................................................................................................. 55
5.2.6 City End Users ..................................................................................................................... 55
5.2.7 City Te c hnical Support ........................................................................................................ 55
5.2.8 City Upgrade Coordinator ................................................................................................... 56
5.2 .9 City Project Toolset Coordinator ......................................................................................... 56
5.2.10 City Change Management Lead .......................................................................................... 56
6 Glossary ............................................................................................................................................... 57
7 Tyler Resources Purchased ................................................................................................................. 60
7.1.1 Business Scope (Transactions and Automation) ................................................................. 60
7.1.2 "Busin ess transaction" is defined by : .................................................................................. 60
7 .1.3 "Template" transaction is defined by: ................................................................................ 60
7.1.4 "Geo-Rule" is defined by : .................................................................................................... 60
7.1.5 "Intelligent Object (10)" is defined by: ................................................................................ 61
7.1.6 "Intelligent Automation Agent (IAA)" is defined by : ........................................................... 61
7.1.7 "EnerGov SOK API (Toolkits)" are defined by: .................................................................... 61
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Exhibit E
8 EnerGov Conversion Summary ........................................................................................................... 62
8.1 Community Development: Permits ............................................................................................ 62
8.2
8.3
8.4
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Business Management ................................................................................................................ 62
Community Development: Code Cases ...................................................................................... 63
Community Development: Plans ................................................................................................ 63
·•:::-. tyler
• technologies
1 Executive Summary
1.1 Project Overv iew
Exhibit E
The Statement of Work (SOW) documents the Project Scope, methodology, roles and respons i bil it ies,
implementation Stages, and de liverables for the implementation of Ty ler products.
The Project goals are to offer City of Gi lroy the opportunity to make the City more accessible and
responsive to external and interna l customer needs and m ore efficie nt in its operations through:
Streamlining, automating, and integrating bus i ness processes and practices
Providing tools to produce and access information in a real-ti me environment
Enab ling and empowering users to become more efficient, productive and res ponsive
Successfu lly ove rco ming current cha ll enges and meeting future goa ls
1.2 Product Summary
Below, is a summary of the products included in this Project, as well as reference t o the City's functional
area util izing the Tyler product(s). Refer t o the Implementation Stages section of this SOW for information
containing detailed service components.
[PRODUCT]
EnerGov
EnerGov
EnerGov
Tyler
Extensions :
[PRODUCT]
EnerGov
EnerGov
EnerGov
EnerGov
EnerGov
EnerGov
EnerGov
EnerGov
EnerGov
EnerGov
EnerGov
EnerGov
EnerGov
EnerGov
Tyler
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[APPLICATION)
Comm u nity Development Suite
Business Management Suite
Comm u nity Health
311
[APPLICATION)
Busi ness Management SDK
Central Cashie ri ng SDK
Citizen Self Service -Business Manageme nt
Citizen Se lf Service -Commu nity Development
Commun ity Deve lopment SDK
e -Revi ews
Intel ligen t Automation Agent
Intel ligent Objects
My GovPay
O-Data
Report Toolkit
Standard Techn ica l Support
Unl imited iG Workforce App Access
Virtual Pay
GIS
Exhibit E
1.3 Project Timeline
The Pro ject Time l ine estab lishes a start and end date for each Phase of t he Project. Developed during th e
Initiate & Plan Stage and revised as mutually agreed to, if needed, the timeline acco unts for resource
availability, business goals, size and complexity of the Project, and tas k duration requirements.
1.4 Project Methodo logy Overview
Tyler bases its implementation methodology on the Project Management l nstitute's (PMI) Process Groups
(Initiating, Planning, Executing, Monitoring & Controlling, and Closing). Usi ng this model, Tyler de v eloped
a 6-stage process specifically designed to focus on critical project success meas urement factors.
Tailored specifically for Tyler's public sector clients, the project methodology contai ns Stage Accepta nce
Control Points throughout each Phase to ensure adherence to Scope, budget, time line contro ls, effective
communications, and quality standards. Clearly defined, the project methodology repeats consistently
across Phases, and is scaled to meet the City's complexity, and organ i zatio nal needs.
7 /63
Exhibit E
2 Proj ect Govern anc e
The purpose of this section is to define the resources req ui red to adequate ly establish the business
needs, obj ectives, and priorities for the Project; communicate the goals to other project partici pants; and
provide support and guidance to accomplish t hese goals. Project governance also defines t h e structu r e
for issu e escalation and r esol ution, Change Con t rol review and authority, and organ izational Change
Manageme nt activities.
The p r elim i na r y governance structure establ ishes a clear escalation path when issues a nd r isks r e q ui re
escalation above t he proj ect manager leve l. Further refinement of the governan ce str ucture, relat ed
processes, and sp ecific roles and responsibilities occurs during the Initiate & Plan Stage .
The path below illustrates an over a l l team pe r spective w here Tyler and the City collaborate to reso lve
project ch al lenges accord i ng to defined escalation paths. In t h e event project managers do not possess
aut hority to dete r mine a so lu tion, resolve an issue , o r m itigate a r isk, Ty ler im plementation ma nagement
an d the City steering committee b ecome t he escala t ion points to triage res ponses prior to escalation to
the City and Tyler executive sp onsors. As pa rt of the escalatio n process, each project governance tier
presents reco m mendations and supporti ng i nformation t o faci litate knowledge t r ansf e r and issue
resolution. The Ci t y an d Ty le r execut ive sponsors serve as the final escalation point.
2 .1 Cli e nt Go ve rn ance
Depending on t he City's o rganizationa l st r uctur e and size, the fol lowing governance roles m ay be filled by
one o r more people:
2.1.1 Client Project Manager
The City's project mana ger(s) coo r dinate proj ect t e am members, subj ect matter experts, and the ove ra ll
implement at ion sched ule and serves as t he primary point o f contact with Tyler. The City project
manager(s) w i ll be responsi bl e fo r report ing to the Cit y steering committee and determining approp ri ate
esca lation p oints.
2.1.2 Steering Committee
The City steering committee u nde rstands and suppo r t s the cultural change necessa ry for t he Proj ect an d
fosters an ap prec iat ion o f the Project's va lue t hroughout the organ iza ti on . Overse es the City project
manager(s) an d t he Project and through participa t ion in regular i nternal meetings, the City st eering
com mittee remains update d on al l project progress, project decisions, and achievement of project
mi lestone s. Th e City steer ing committee also provides suppo r t t o the City proj ect manager(s) by
co m municati ng the importance of t h e Project to al l i m pac t ed department s. The City steeri ng committ e e
is respo nsi bl e for ens u ri ng the Pr oject has appropriate resources, provides strateg ic directio n t o t he
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Exhibit E
project team, for making timely decisions on critical project issues or po licy decisions. The Ci t y steering
committee also serves as primary level of issue resolution for the Project.
2.1.3 Executive Sponsor(s)
The City's executive sponsor provi des support to the Pro j ect by allocating resources, providing strateg ic
direction, and communicati ng key issues about the Project and t he Project's overall importance to the
organization. W h en called upon, t he executive sponsor also acts as the final authority on al l escalated
project issues. The executive sponsor engages in t he Project, as needed, in order to provide necessary
support, overs ight, guidance, and escalation, but does not participate in day-to-day proj ect activities. The
executive sponsor empowers the City steering committee, project manager(s), and functio nal leads to
ma ke critical bus iness decisio ns for t h e City.
2.2 Ty ler Governance
2 .2.1 Tyler Project Manager
The Ty ler project m anager(s} have direct involvement with t he Proj ect and coordina t es Tyler project team
members, subject matter experts, the overal l implementation sche d ule, and serves as t he p rimary point
of contact with the City. As requested by the City, the Tyler project manager(s} provide regular updates to
the City's st eering committee and other Tyler gove rn ance members.
2.2.2 Tyler Implementation Management
Ty ler impleme ntation ma nagement has indirect i nvolvement w it h the Project and is part of the Ty ler
esca lation process. Ty ler project manager(s} consult implementation management on issues and
outstanding decisions cri t ical to the Project. Imp lementation managemen t wo r ks toward a solution with
the Tyler project manager(s} or with the City management, as appropriate. Tyler executive ma nagement
is the escalation point for any iss ues not reso lved at this level. The name(s} and contact information for
this resource will be provided and available to t he project team .
2 .2 .3 Tyler Ex ecutive Management
Tyler execu t ive management has indirect involvement with the Project and is part of the Tyler escalation
process. This team member offers add itional support t o the project team and co llaborates w ith other
Tyle r department manage rs, as needed, in order to escalate and facilita t e imple me ntation project tasks
and decis ions. The name(s} and contact information for this resource wi ll be provided and available to t he
project team.
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Exhibit E
2 .2.4 Tyler Escalation Process
The Escalation Path is noted below. The names of the Tyler employees currently in these roles will be
noted on the project Share Point site. Escalated issues will be tracked via the Issues and Actions list which
wil l set a mutually agreed upon date for response.
1. Tyler Project Manager
2. Implementation Manager
3. Director of Professional Services
4. VP of Implementation for EnerGov
2.3 Acceptance and Acknowledgment Process
All Deliverab les and Control Points must be accepted or acknowledged following the process below.
Acceptance requires a formal sign-off while acknowledgement may be provided without formal sign-off at
the time of delivery. The following process w i ll be used for accepting or acknowledging Deliverables and
Control Points:
• The City shall have ten (10) business days from the date of delivery, or as otherwise mutual ly
agreed upon by the parties in writing, to accept or acknowledge each Deliverab le or Control
Poin t. If the City does not provide acceptance or acknowledgement within Ten (10) business days,
or the otherwise agreed upon timeframe, not to be unreasonably withheld, Tyler deems the
Delive rable or Control Point as accepted.
• If the City does not agree the particu lar De l iverable or Control Po i nt meets requirement s, the City
shall notify Tyler project manager(s), in writing, with reasoning w ithin ten (10) business days, or
the otherwise agreed-upon timeframe, not to be unreasonably withheld, of rece i pt of the
Deliverable.
• Tyler shall address any deficiencies and redel ive r the Deliverable or Control Point. The City shall
then have five (5) business days from receipt of the redelivered De liverable or Control Po int to
accept or again submit written notification of reasons for rejecting the milestone. If the City does
not provide acceptance or acknowledgement within five (5) busi ness days, or t he otherwise
agreed upon timeframe, not to be unreasonably withheld, Tyler deems the Deliverable or Control
Point as accepted .
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3 Overall Project Assumptions
3.1 Project, Resources and Scheduling
• Project activities will begin after the Agreement has been fully executed.
Exhibit E
• The City has the ability to allocate additional in t ernal resources if needed. The City also ensures
the al ignment of thei r budget and Scope expectations .
• The City and Tyle r ensure that the ass ign ed resou r ces are available, they buy-into the change
process, and they possess t he required business knowledge to complete thei r assigned tasks
successfully. Tyler will provide resource resumes for the Project Manager and Lead Consu lt ant
positions to the City to review. Should there be a change i n resources, the rep lacement resource
sho uld have a compa rable level of availability, buy-in, and knowledge.
• Tyler and City provide adequate reso urces to support the efforts to complete the Project as
scheduled and within the constra ints of the Project budget.
• Abbreviated time lines and overlapped Phases can result in Project delays if there are not
sufficient resources assigned to complete al l required wor1., :ic crh<>rli tl,:,rl
~·----------
• Change s to Project Plan, availability of resources or chang \\J '° 1' If\ £ RP
delays, which may resu lt in additi ona l c ha rges to the ProjE
by the City w hen Tyler-initiated changes to t he Project Pie
in sched ul e delays.
owed
resu lt
• Tyler provides a writ ten agenda and notice of any prereqL (s) ten
( 10) b usiness days prior to any scheduled on-site or remo·Lt:: ::.e::.::.,u, '"·
• Tyler provides notice of any prerequisites to t he City project manager(s) a minimum of ten (10)
busi ne ss days prior to any key de liverable due dates.
• City use r s complete prerequis ites prior to applicable scheduled activities .
• Tyler provides guidance for confi guration and processing opt ions availab le w ithin the Tyler
software. The City is responsible for making decisions based on the option s ava ilab le.
• In the event the City may elect to add and/or modify current business policies during the course
of t his Project, such policy changes are solely the City's respons ibility to define, document, and
imp lement .
• The Ci t y makes t imely Project re lated decis ions in order to achieve schedu led due dates on tas ks
and prepare for subsequ ent train ing sessions. Dec ision due dates w i ll be mutually agreed to and
reflected in the project Issues and Actions List. Decisio ns left unmade may affect the schedule, as
eac h analys is and i mplement ation sessi on builds on the decisions mad e in prior sessions .
11/63
• Tyle r considers additional services out of Scope and requires additiona l time and costs be
requested via Change Request approved through the Change Control process.
Exhibit E
• The City wi ll respond to information requests in a comprehensive and timely manner, in
accordance with the Project Plan. Due dates for informa tion requests w ill be mutua lly agreed to
and reflected in the project Issues and Actions Lis t.
3.2 Data Conversion
• Th e City is readily able to produce the data files needed for conversion from the Legacy System in
order to provide them to Ty ler on the specified due date(s) as reflected in the Project Plan.
• Each Legacy System data file submitted for conversion includes all associated records in a single
approved file layout.
• The City understands the Legacy System da t a extract(s) must be provided to Tyler in the same
format each t ime unless changes are mutually agreed upon i n advance . If not, negative impacts
to the schedule, budget, and resource availability may occur and/or data in the new system may
be incorrect.
• During this process, the City may need to correct data sce narios in the Legacy System prior to the
final data pull. Tyler will provide guidance to the City on this, as it is a comp lex activity and
requires due diligence by the City to ensure all data pulled includes al l requi red data and the Tyler
system conta i ns properly mapped data . Ty ler will provide a data conversion crosswalk that
indicates where spec ific data is to reside in EnerGov which is known as the Data Conversion
Mapping Document.
3.3 Data Exchanges, Modifications, Forms and Reports
• The City ensures the 3rd party data received conforms to a Tyler standard format.
• The 3rd party possesses the knowledge of how to program their portion of the interaction and
understands how to mani pulate the data received.
• Client is on a supported, compatible version of the 3 rd party software or Tyler standa rd Data
Exchange too ls may not be avai lable.
• The Ci t y is willing to make reasonab le bus iness process changes rather than expecti ng the
product to conform to every aspect of the ir current system/process.
• Any Modification requests not expressly stated in the contract are out of Scope. Modifications
requested aft er contract signing have the potential to change cost, Scope, schedule, and
production dates for project Phases. Modification requ ests not in Scope must fo llow the Project
Change Request process.
12/63
3.4 Hardware and Software
• Tyler will initially Install the most current generally available version of the purchased Tyler
software.
• The City wil l provide network access for Tyler modules, printers, and Internet access to all
app licable City and Tyler project staff.
Exhibit E
• The City has in place all hardware, software, and technical infrastructu re necessary to support the
Project.
• The City's system hardwa re and software meet Ty ler standards to ensure sufficient speed and
operability of Tyler software. Tyler will not support use of software if the City does not meet
minimum standards of Tyler's publis hed specifications.
3.5 Educat ion
• Throughout the Project lifecycle, the City provides a training room for Tyler staff to transfer
knowledge to th e City's resources, for both ons ite and remote sessions. The City will provide staff
with a location to practice what they have learned without distraction. If Phases overlap, the City
will provide multiple training facilities to allow for independent sessions scheduling without
conflict.
• The training room is set up i n a classroom setting. The City determi nes the number of
workstations in the room. Tyler recommends every person attending a scheduled session w ith a
Tyler Consultant or Trainer have their own workstation. However, Tyler requires there be no
m ore than two (2) people at a given workstation.
• The City provides a workstation which connects to the Tyler sys t em for the Tyler trainer
conducting the session. Th e computer connects to a City provided traini ng display system,
allowing all attendees the ability to active ly engage in the training sess ion.
• The City testing database contains the Tyler software version required fo r delivery of any
Mod ification, as previously identified and agreed to, prior to the scheduled del ivery date for
testing.
• The City is responsible for verifying the performance of the said Modification above as defi ned by
the specification, if applicable.
• Users performing user acceptance testing {UAT) have attended all app licable trai ning sess ions
prior to perform i ng UAT.
13/63
Exhibit E
4 Implementation Stages
4.1 Work Breakdown Structure (WBS)
The Work Breakdown Struct ure (WBS) is a hierarchica l representation of a Projec t or Phase broken down
into sma ller, more manageable components. The top-level componen t s are ca l led "Stages" and t he
second level components are called "wor k packages." The work packages, shown below each Stage,
contain the high-level work to be done. The detailed Project Plan, developed during Initiate & Plan and
fina lized during Assess & Define, will list the tasks to be completed within each work pac kage. Each Stage
ends w ith a "Control Point", confirming the work perfo rmed du r ing that Stage of the Project.
14/63
15/63 •• ••••• ••• • •
Exhi bit E
tyler
technologies
Exhibit E
4.2 Initiate & Plan (Stage 1) -PMI Initiate and Plan
The Initiate & Plan Stage creates a foundation for the Project through identificat ion of City and Tyler
Project management teams, development of implementation management plans, and the provision and
discussion of system infrastructure requ i rements. City participation in gathering information is critical.
Tyler Project management teams present in itial plans to stakeholder teams at Stage end.
4.2.1 Tyler Internal Coordination & Plann ing
Prior to Project commencement, Tyler management staff assigns Proj ect Manager(s). Tyler provides t he
City with init ial Project documents used in gathering basic information, which aids i n preliminary planning
and scheduling. City participation in gathering requested information by provided deadlines ensures the
Project moves forward in a timely fashion. Internall y, the Tyler Project Manager(s) coordinate with Sales
to ensu r e transfer of vital information from the sales process prior to schedu ling a Project Planning
Meeting with the City's team. During this step, Tyler will work with the Client to estab lish the date(s) for
the Project/Phase Planning session .
RAC I MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1
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16/63
Tyler Internal Coordination & Plann ing
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Exhibit E
4.2.2 Syste m Infrastructure Planning
The City provides, purchases or acquires hardware according to hardware specifications provided by Ty ler
and ensu r es it is avai lable at the City's site. The City completes the sys t em infrastructure audit, ensuring
vita l system infrastructure information is available to t he Tyler implementation team, and verifies al l
hardware compatibility with Tyler solutions.
RACI MATR IX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 System Infrastructure Planning
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I R A I C specificati ons
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I Installation C A R
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17 /63
Exhibit E
4.2.3 Project/Phase Plann ing
Project and Phase planning provides an opportunity to review the con t ract, software, data conversions
and services purc has ed, identify Applica t ions to implement in each Phase (if app licable}, and discuss
implementation timeframes. The Ty ler Project Manager(s) de liver an Implementation Management Plan,
which is mutually agreeable by City and Ty le r.
RACI MATR IX KEY: R = Responsib le A = Accountable C = Consulted I = Informed
STAGE 1 Project/Phase Planning
TY LER CLIENT
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18/63
Exhibit E
4.2.4 Project Schedule
Client and Tyler will mutually develop an in itia l Project schedule. The initial sched ule includes, at
minimum, enough detail to begin Project activities w hile the de t ailed Project Plan/schedule is being
developed and refined .
RACI MATRIX KEY: R = Respons i ble A = Accountable C = Consulted I = Informed
STAGE 1 Project Schedule
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19/63
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Exhibit E
4.2.5 Stakeholder Presentation
City stakeholders join Tyler Project Management to communicate successful Project criteria, Project
goals, De l iverables, a high-level milestone schedule, and roles and respons i bil ities of Proj ect p art icipants.
RACI MATRIX KEY : R = Responsible A = Accou ntable C = Consu lted I = Infor med
STAGE 1 Stakeholder-Presentation
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Present overview of Project
Delive r ables, project schedule and A R I I I I C I I I I I I I
roles and responsibilities
Communicate successful Project
I R C A C I I C I I criteria and goa Is
20/63
Exhibit E
4.2.6 Control Point 1: Initiate & Plan Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below. Advancement to t he
Assess & Define Stage is dependent upon Tyler's receipt of the Stage Acceptance. Specific tasks for cl ient
review, acceptance and sign -off are detailed in the proj ect plan.
4 .2.6.1 Initiate & Plan Stage Deliverables
Implementation Management Plan
o Objective: Update and deliver baseline management p lans to reflect t he approach to the
City's Project.
o Scope: The Implementation Management addresses how communication, qua lity control,
risks/issues, resources and schedules, and Software Upgrades (if app licable) w i ll be
managed throughout the lifecycle of the Project.
o Acceptance criteria : City reviews and accepts Implementation Management Plan
Project Plan/Sched ule
4.2.6 .2
o Objective: Provide a comp rehensive list of tasks, timelines and assignme nts related to the
Deliverab les of the Project.
o Scope: Task list, assignmen t s and due dates
o Acceptance criteria: City acceptance of schedule based on Tyler and City resource
availability and Project budget and goals.
Initiate & Plan Stage Acceptance Criteria
Hardware Installed
System infrastructure audit complete and verified
Implementation Management Plan delivered and accepted
Project Plan/Schedule de livered; dates confirmed and accepted
Stakeholder Presentat ion complete
21/63
Exhi bit E
4.3 Assess & Define (Stage 2)-PMI Execut ion
The primary objective of Assess & Define is to gather informatio n about current City business processes
and translate the material into future business processes using Tyler Appl ica tions . Tyler uses a variety of
methods for obtaining the inform ation, all requiring City co llaboration. Tyler sha ll provide i mp lementation
consultants with sufficient experience t o understand and describe co nfiguration options, nuances, pitfalls
and best practices related to the purchased software modules and related practices; t he City shall provide
complete and accurate information to Tyler staff for ana lysis and understanding of current wor kflows and
bus iness processes.
4.3.1 Fun damentals Rev iew
Fundamentals Review provides functional leads and Power Users an overall unde rsta nding of software
capabilities prior to beginning curre nt and future state analysis. The primary goa l is to provide a bas ic
understa nd ing of system functionality, which provides a foundation for upcoming conversations
regardi ng future sta te processing. Tyle r utilizes a variety o f methods for completing fundamentals train ing
i nc ludi ng t h e use o f elearning, videos, documentation, and inst r uctor-led functional wa l kthro ughs.
RACI MATR IX KEY: R = Res p onsible A = Accoun table C = Consulted I = Informed
STAGE 2 Fundamentals Rev iew
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Sc hed u le fun damentals training &
provide fundamentals materials & A R I C I I I
prerequisite s, if applicable
Com p lete f undamentals materia ls I A R I C rev iew and prerequisites
Ensure all scheduled attendees are I I present A R C I
Fac i litate fundame ntal s training A R I I I
Confirm City acceptance of training I A R C
22/63
Exhibit E
4.3.2 Current/F ut ure State Ana lysis
City and Tyle r evalua t e cu r rent st ate processes, availab le functionality and process options w ith in the new
software, pros and cons of eac h opt ion based on cu r rent o r desi r ed state, an d ma ke dec isions about
f uture state con fi gu r ation an d processi ng.
RACI MATRIX KEY : R = Respo nsi b le A = Accountabl e C = Co nsulted I = Informed
STAGE 2 Current/Future State Analys is
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2 ro C ro .... C :::} Vl 0 ro .... C ....J 0 0 Cl) Cl) 0 ro -Cl) u .... ro .... > c:: Vl Cl) u 2 ro 2 U') Cl) ~ -0
Cl) C 2 C ·.;::; rn C E ro I-Cl) > Cl) Cl) C o<S ro > tlO 0 Cl) ::::> Cl) u 0 ·.;::; C ..., t'. V) .... -0 :.:; E .... E u -~ u :.:; tlO ai ·c u ro u u U') ~ :::} ·.:::: ::::> :::} Cl) Cl) -5!! §
C
V) u Cl) Cl) u C 3 ro .s:::. Cl) ....
u c.. '6' ro -0 .s:::. -5!! Cl) Cl) ·e C ro 0. -0 u '5' tlO
Cl) 0. .... 0 u X .... :::} .s:::. 0 Cl) C Cl) .... 0.
X E .... E ro 0 2 ~ ro w Vl CL LL u CL 0 w I-CL ::::> w -CL -0 LL Vl .... .... +-' +-' +-' +-' +-' .... ..., .... +-' .... .... .... .... .... .... ai .... .... C C C C C C C C C C C Cl) Cl) Cl) Cl) Cl) Cl) Cl) Cl) Cl) -~ -~ -~ -~ -~ -~ -~ -~ -~ -~ TASKS ~ ~ ~ ~ ~ ~ ~ ~ ~ B D D D D D D D D D D
Provide Fut ure St ate ana lysis A R I C I I ma t erials to t he City, as ap plicab le
Co ndu ct Futur e State ana lys is A R I C I C
Provide pros and cons ofTyle r A R I C I C softwa r e opti o ns
M ake Fu ture State Decisions
ac cording t o du e da t e in the Proje ct I I C A R I C I
Plan
Reco rd Fu tu re St at e d ecisio ns A R I C I C
23/63
Exhibit E
4.3.3 Data Conversion Planning & Mapping
Th is entails the activities performed to prepare to convert data fro m the City's Legacy System
Applications to the Tyler system. Tyler staff and the City work together to comp lete Data Mapping for
each piece of data (as outlined in the Agreement) from the Legacy System to the appropriate location in
the Tyler system.
RACI MATRIX KEY: R = Responsib le A = Accountable C = Consulted I = Informed
STAGE 2 Data Conversion Planning & Mapping
TYLER CLIENT
V) I... ....,
~ "Cl 0
I... C: ro .....,
Q) ro V) V) Q) Q) ro
tlO .:±= t:: t:: E _J C:
ro ::, Q) ...., "Cl I... C: V) Q) a. E Q) C: I... 0 ro C: a. ro Q) V) 0 ...., I... 0 X X I... Q)
Q) 2 w w 0.0 0 ~ E "Cl 0 ro u t:: I... V) ro u C: tlO
C:
I...
C: C: V) 0 0 V) .E Q) "Cl Q) Q) V) ro Q) t:: I... C: tlO ro tlO "Cl
...., "Cl
C: 0 tlO 0 0 a.. a. 0 ro :r: Q) I...
ro :;:; ro :;:; -~ 0 a. a. E ro Q) C: ~ ro V) 0 a. C: C: _J ...., Q) 0 0 2 ro C: ro ::, V) 0 ro C: _J Q) Q) 0 ro -Q) u ...., ro ...., V) u ro 2 Q) ~ -0 C: C: > er: :;:; Q) 2 V) Q) 2 C: -> tlO C: :::) E ro I-Q) > Q) Q) o<S ro ro ...., 0 Q) Q) .!::' E E 0 u u ·.;::; C: I... t:: V) ...., "Cl :;:; ...., u tlO u u u V) ~ ·c ::, ·c ·.;::; Q) :::) C: ro ::, ~ Q) Q) E V) u Q) Q) u C: s: ro .c Q) I... u a. ro "Cl .c Q) ·e C: ro a. "Cl u ·e tlO
Q) a. 'o ...., 0 u ~ Q) .c 0 Q) a. X ...., ::, C: Q) X E I... E ro 0 2 Q) ro w V) a.. LL u a.. 0 w I-a.. :::) w -a.. 0 LL I-V) ...., ...., ...., ...., ....., ...., ...., ...., ....., ...., ...., I... I... I... I... I... I... I... I... I... C: C: C: C: C: C: C: C: C: C: C: Q) Q) Q) Q) Q) Q) Q) Q) Q) .9" .9" .9" .9" .9" .9" .9" .9" .9" .9" .9" TASKS ~ 2-~ ~ ~ ~ ~ ~ ~ D D D D D D D LJ D D D
Rev iew contracted data conve rsion(s}
A R I C C C C options
Map data from Legacy System to Tyler
I C I A C C R system
Pull conversion data extract I I A C C R
Run balancing Reports for data pulled I I A C R I and provide to Tyler
Review and approve initial da t a A I C R I I extr act
Correct issues w ith data extract, if
I C C A C C R needed
Populate Tyle r data conversion I I C A R C I template database(DCT-DB}.
Provide error reports to the City A I I R I I I I
Review and approve populated DCT-
I I C A R C I DB
24/63
Exhibit E
4.3.4 Standard 3rd Party Data Exchange Planning
Standard Data Exchange tools are ava ilable to allow clients to get data in and out of the Tyler system with
external systems. Data exchange too ls can take the form of Imports and Exports, and Interfaces.
A Standard Interface is a real-time or automated exchange of data between two systems . This could be
done programmatically or through an API. It is Tyler's responsibility to ensure t he Tyler programs ope rate
correctly. It is the City's responsibility to ensu re the third party program operates, provides or accesses
the data correctly.
The City and Tyler Project Manage r(s) will work together to define/confirm which Data Ex changes are
needed (if not out lined in t he Agreement). Tyler w i ll provide a fi le layout for each St andard Dat a
Exchange.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consu lted I = Informed
STAGE2
I... cu
QO
n,
C
n, <ii 2 QO
C
I...
n, cu
C 0 QO
n, .:; ro
2 n, C ...., n,
C cu 2 > QJ
E ...., ·.;::;
::::, QJ u
u 0.. QJ ·e cu
X E LU CL
I... I... I... cu QJ QJ
TASKS ~ ~ ~
Review Standard or contracted Data A Ex changes
Define or confi rm needed Data I Exchanges
Provide required data exchange I format t o third party solution provider
Obtain data exchange fi le, includi ng I record cou nts and tota Is
Review, validate and identify issues I with data exchange fi le, if any
Correct issues with data exchange fi le
with third party solution provider, if I
needed
Finalize and approve data exchange
with eac h third-party solut ion I
provider
25/63
Standard 3rd Party Data Exchange Planning
TYLER
....,
~ C ro
Vl Vl cu .±= t:: t:: E ::::,
Vl cu cu E C Cl. Cl.
0 X X n, I... LU I... u LU QO t:: 0
C C Vl e 0 Vl t:: C
0 0 CL Cl. 0 -~ 0 ·.;::; Cl. Cl.
n, Cl. C ::::, V) ...., cu cu 0 V)
C > ex: .:; QJ
C '° > QJ o<S n,
E 0 u -~ .:; u ::::,
QJ Vl ~ C u
0.. n, E "O .c Vl QJ .!!! ...., I... 0 u X E n, 0 2 QJ n, LU 0 LL I-V) ....,
I... I... I... I... I... I... C cu QJ cu QJ QJ cu .'!! ~ ~ ~ ~ ~ ~ 0
R
C
C
C
C
C
C
QJ
QJ
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V) CL LL ...., ...., ....,
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.'!! ,!!! ,!!!
0 0 0
C I
A C
A C
A C
A C
A C
A C
CLIENT
Vl
"O ro cu
....J ....,
C cu Vl
E "O
n, cu QJ QO
n, :r:
C Vl ....,
n, I... C
2 QJ QJ Vl
::) E QJ
I... t:: QO
C QJ n,
n, :;! Cl. .c 0 QJ
u CL 0 ...., ...., ....,
C C C cu .!!! .'!! R 0 0
I
C
C
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C
•• ••••• ••• • •
I...
0 ....,
ro
C
"O I...
0
0 u
Vl ....,
"O cu n, Vl cu ....J 0
Vl 0 I... '° cu I--~ Vl ....,
::) C u
.c QJ
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LU I-CL ...., ...., ....,
C C C
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D 6 D
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R
R
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n,
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0
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QJ
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Perform analysis t o determine A R interfaces needed
Provide training on import/export
A R tools ava ilable
26/63
I C
I C
I
I
•• ••••• ••• • •
Exhibit E
C
C
Exhibit E
4.3.5 Modifi cation Analys is & Spec ific at ion, if contract ed
Tyler staff conducts add itional ana lysis and develops speci fi cations based o n infor mation discover ed
during t his Stage . Th e City r eviews the specificat ions and confirms t hey m eet City's needs prior to
acceptance. Ou t of Scope items or changes to spe c ifications after acceptance may require a Change
Req uest .
Tyler's i ntention is to minimize Modifica t ions by us ing Standard fu nctionality withi n the Applicati on ,
wh ich may r equi re a City bus i ness process cha nge . It is the responsi bil ity of the City to detai l all of the ir
needs during the Assess and Define Stage. Ty ler wi l l write up specifications (for City appr ova l) for
contracted p rogram Modifications. Upon ap prova l, Ty ler wi l l ma ke t he ag reed upon Modifications to t he
re spective p r ogr am(s). Once the M odifications have been del ive re d, t he City wi ll test and approve those
changes du ri ng t he Bu i ld and Val idate St age .
RACI MAT RIX KEY: R = Respo nsib le A = Accountable C = Co nsu lted I= Informed
STAGE 2 Modification Analysis & Specification, if contracted
TYLER CLIENT
V, I... ...,
V, -0 0
I... C I... ro ...,
QJ ro V, V, QJ QJ ro
tlO .:!:= t:'. t:'. E _J C ::, ~ ro V, QJ QJ E
...,
0 C a. QJ C
ro C a. X ro QJ QJ V, 0 ..,
I... 0 X I... I... 0 ro QJ 2 LU LU 0 ..., E -0 u tlO t:'. ..., I... V, ro u C tlO C I... C C V, 0 0 V, .E QJ -0 QJ QJ V, ..., ro QJ t:'. I... C tlO ro tlO -0 -0
C 0 tlO 0 0 0 0... a. 0 E ro QJ ro I ro QJ I...
ro :;::; ro :;::; 'vi a. a. a. C _J C Vl .., QJ Vl 0
2 ro C ro I... C ::, V) 0 ro ro I... C _J 0 0 ..., ro ..., QJ QJ 0 V) u '° 2 QJ QJ V, 0 u C 2 C > c:: ·,.::; QJ 2 C
Vl E I... '° I-QJ QJ QJ C ro '° > tlO ::::> QJ QJ > E E 0 ~ u .'=! :;::; C ..., 0 QJ I... t:'. V, .'=! ..., -0 :;::; .., u ~ ::, ·;: u ·,.::; tlO QJ ::::> C u ro u V, C QJ C ro QJ ::, QJ QJ QJ E V, u QJ u ~ .c ~ u Q. Q. ro -0 .c ~ QJ QJ ·2 C ro a. -0 u 'o QJ 'o .., 0 0 u X ..., ::, .c 0 QJ C QJ I... a.
X E I... E ro 2 QJ ro LU V) 0... LL u 0... 0 LU I-0... ::::> LU 0... 0 LL I-V) ..., ..., ..., .., ..., ..., .., ..., ..., ..., ...,
I... I... I... I... I... I... I... I... I... C C C C C C C C C C C QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ .':!! .':!! QJ .':!! TASKS ~ ~ ~ ~ ~ ~ ~ ~ ~ n fj n n n B fi i7 i7 0 f"j
Ana lyze contracted modified p rogra m
A C R C C I C C req uirements
Devel op specificati o n docu m ent(s) A I C R I I I I
Revi ew specifi cat i o n docu m e nt(s); I C C A R I C C provide cha n ges to Tyle r, if applica bl e
Sign-off o n sp ecification d ocume nt(s) I I A R C I I C and a utho r ize wor k
27 /63
Exhibit E
4.3 .6 Forms & Reports Planning
City and Ty le r Project Manager(s) review Fo rms and Reporti ng needs. Items that may be inc luded in the
Agreement are either Standard Forms and Reports or known/included Modification(s). Items not included
in the Agreement could be either City-developed Reports or a newly discovered Modification that w il l
require a Change Request.
RACI MATRIX KEY: R = Respo nsible A = Accountable C = Consulted I = Informed
STAGE 2 Forms & Reports Planning
TYLER CLIENT
I V) .... .....
V) "O 0 .... C .... ro .....
QJ £l V) V) QJ QJ ro
t:lO t t E _, C
"' :::, QJ ..... "O .... C V) QJ D.. E QJ C 0 0 "' C D.. QJ ..... .... 0 X X ro .... QJ V)
2 w .... :t:: E "O 0 "' QJ u w t:lO t 0 .... V) "' u C t:lO C
....
C C V) 0 0 V) .E QJ "O QJ QJ V) ro QJ t .... C t:lO ..... "O C 0 t:lO 0 0 0.. D.. 0 t:lO ro ro I "O QJ ....
ro :;::; ro :;::; -~ 0 D.. D.. E "' QJ C V) "' V) 0 D.. C _, ..... QJ 2 ro C ro C :::, V) 0 ro .... C _, 0 0 QJ "' -QJ ..... ro ..... QJ 0 V) u "' 2 QJ ~ 0 u C C > 0::: :;::; QJ 2 V) -QJ QJ 2 QJ C ro rn > t:lO C ::::> E QJ "' f-QJ > E E 0 o1S u u ·.;:; C ..... 0 QJ .... t V) .!:! ..... "O :;::; ..... u ~ ·1: :::, -~ u ·.;:; t:lO ::::> C u ro :::, u V) QJ C QJ ro QJ .... QJ QJ J!! § V) u u 3:: ..c u a. "' "O ..c ·e C "' D.. "O u ·e t:lO 'o' D.. J!! QJ QJ QJ ..... 0 u X ..... :::, ..c 0 QJ C QJ D.. X E .... E "' 0 2 QJ "' w V) 0.. LL u 0.. 0 w f-0.. ::::> w 0.. 0 LL f-V) ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... .... .... .... .... .... .... .... .... .... C C C C C C C C C C C QJ QJ QJ QJ QJ QJ QJ QJ QJ .9:! .9:! .9:! .9:! QJ .9:! .9:! .9:! .9:! QJ .9:! TASKS ~ 2-2-~ ~ ~ ~ ~ ~ 0 0 0 0 fi 0 0 0 0 0 0
Review required Forms output A R C I C I
Rev iew and complete Forms options
I I A R C and submit to Tyler
Review i n Scope Reports A R I C C
Identify additional Report needs I C A R C
Add applicable tasks to Project A R I C C I I I schedule
28/63
Exhib it E
4.3.7 System Deploymen t
The Tyler Techn ical Services team i nstalls Tyler Applications on the server (host ed or client-based) and
ensures the p latform operates as expected.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Tyle r Internal Coordination & Planning
TYLER CLI ENT
V) I... ....,
V) "O 0
I... C I... ro ....,
Q) ro V) V) Q) Q) ro
bO ±: t:'. t:'. E ...J C
ro :::> Q) ...., "O C V) Q)
0. E Q) C I...
ro C 0. ro Q) V) 0 I... 0 X X Q) 2 LU I... 0 ~ E "O 0 Q) u LU tlO t:'. I... V) ro u bO C I...
C C V) 0 0 V) .E Q) "O Q) Q) V) ro Q) t:'. I... C tlO ....,
C 0 tlO 0 0 CL 0. 0 tlO ro ro :r: "O Q) 0 E ro Q) ro ro :;:; ro :;:; -~ 0. 0. 0. C ...J C V) ..., Q)
V)
2 ro C ro C :::> V) 0 ro I... C ...J 0 Q) ro -Q) ...., ro ...., Q) 0 V) u ro 2 Q) V) 0 C C > er: :;:; Q) 2 V) I... -Q) 2 -C E ro I-Q) Q) C ro ro > bO ::::, Q) > cxS ...., 0 Q) u E ..., E 0 u u ·.;:; C t:'. V) ·2 ...., ·.;:; u u V) ~ ·2 :::> -~ u :;:; bO OJ ::::, u :::> Q) Q) ..9d § V) u Q) u C ~ ro ..c Q) u C. ro "O ..c ·e C ro 0. "O u -~ 'o 0. ..9d Q) Q) Q) ...., 0 u X ..., :::> ..c 0 Q) C Q) X E I... E ro 0 2 Q) ro LU V) CL u.. u CL Cl LU I-CL LU -CL -Cl u.. I-V) ..., ..., ...., ...., ...., ..., ...., ...., ...., ..., I... I... I... I... I... I... OJ I... I... C C: C C C C C C C C Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) .'!! .'!! Q) .'!! .'!! .'!! Q) Q)
TASKS ~ 2-2-2-2-2-2-2-2-17 17 {) {) 17 {) {) u 0 u
Install contracted software on server A I R I C
Ensure platform ope rates as expected A I R I C
29/63
I...
0 ...,
ro
£
"O
0
0 u
Q)
"O ro
I...
tlO
0.
::::, ....,
C
Q)
17
Exhibit E
4.3.8 Control Point 2: Assess & Define Stage Acceptance
Acceptance criteria for this Stage includes completion of all crite ria listed below. Advancement to the
Build & Validate Stage is dependent upon Tyler's receipt of the Stage Acceptance. Specific tasks for client
review, acceptance and sign -off are detailed in the project plan.
4.3.8.1 Assess & Define Stage Deliverables
Completed analys is Questionnai re
o Objective: Gather and document information related to City business processes for
current/future state ana lysis as it relates to Tyler approach/sol ution.
o Scope: Provide comprehensive answers to all ques tions on Questionnaire(s). Within the
questionnaire, co nfiguration items identified within the future state analysis wil l in cl ude :
• Identification of Module for process (Permit, Plan, Business License, Etc.)
• Custom Field I nformation
• Fees to be assessed
■ Workflow processes
• Automation
• Geo-Rules
o Acceptance criteria: City acceptance of completed Questionnaire based on thoroughness
of capturi ng all City business practices to be achieved t hrough Tyler so l ution.
Data conversion summary and specification documents
o Objective: Define data conversion approach and strategy
o Scope: Data conversion approach defined, data extract strategy, conversion and reconciliation
strategy.
o Accept ance criteria: Data convers ion document(s) delivered to the City, reflecting comp le te and
accurate conversion decisions.
Modificati on specifica tion docum ents, if contracted
o Objective: Provide comprehensive outline of identified gaps, and how the modified program
meets the City's needs
o Scope : Design solution for Modification
o Acceptance criter ia: City accepts Modified Specification Document(s) and agrees that the
proposed solution meets their requirements
Comp l eted Forms options and/or packages
o Objective: Provide spec ifications for each City in Scope form, Report and output
requirements
o Scope: Complete Fo rms package(s) i ncluded in agreement and ide ntify Reporting needs.
o Acceptance criteria: Identify Forms choices and rece ive supporting documentation
In stallation check list
30/63
o Objective: Installation of purchased Tyler software
o Scope: Tyler will conduct an initial coordination call, perform an i nstallation of the
software i ncluded in the Agreement, conduct foll ow up to ensure all tasks have been
Exhib it E
correctly completed, verify that the system is operational and available, and complete
server system administration training, un less the City is hosted.
4 .3.8.2
o Accept ance criteria: Tyler soft ware is successfully i ns t al led and ava ilable to authorized
users, City team members are tra i ned on applicable system administr ation tas ks.
Assess & Define Stag e Acceptance Criteria
Tyler software is in sta lled
Required Form information comp lete and provided to Tyler
Current/Future state ana lysis completed; Quest ionnai res delivered and rev iewed
Data conversion mapping and extractions completed and provided to Ty ler
Fundamentals Rev iew training completed and accepted
31/63
Exh ibit E
4.4 Bui ld & Va lidate (Stage 3) -PMI Execution
The objective of the Bui ld & Validate Stage is to prepare the software for use in accordance with the City's
needs identified duri ng the Assess and Define Stage, preparing the City for Final Testing and Trai ning.
4.4.1 Configuration & Power User Training
Tyler staff co ll aborates with the City to complete software configuration based on the outputs of the
future state analysis performed during the Assess and Define Stage. Tyler staff wi ll train the City Power
Users to prepare them for the Validation of the software. The City co llaborates w ith Tyler staff ite rative ly
to Validate software configuration.
RACI MATRIX KEY: R = Responsib le A = Accountable C = Consu lted I = Informed
STAGE 3 Configuration & Power User Training
TYLER CLIENT
V, 0 ..... ~ -0 ... C ro .....,
Q) ro
V, V, Q) Q) ro
tlO .:!:= t t E _J C
ro ::, ..... -0 V, Q) Q) E 0 C a. Q) C ...
ro C a. X ro Q) Q) Vl 0 ....., ... 0 X ...
Q) 2 u w w OD 0 :t: E -0 0 ro t ... Vl ro u -~ tlO ... C V, e Vl .E Q) -0 Q) Q) Vl ro C Q) C t 0 C tlO ....., -0
C 0 tlO 0 0 0.. a. 0 tlO ro ro I -0 Q) ...
ro ·.;::; ro ·.;::; ·v; 0 a. a. E ro Q) C ~ ro Vl 0 a. C _J ....., Q) 2 ro C ro ... C ::, (./) 0 ro C _J 0 0 ....., ro ..... Q) Q) 0 (./) u ro cii 2 Q) Q) Vl 0 u
Q) C 2 C > a:: p -Q) 2 C Vl E ... cii t-Q) Q) C ro ro > tlO :::, Q) Q) > E E 0 o<l u u ,:; C ..... 0 Q) ... t Vl ·'=' ....., -0 p ...., u ·.;::; tlO C u ro u u Vl ~ ·2 ::, ·c Q) :::, ::, Q) Q) ~ E V, u Q)
Q) u C 3: ro .c Q) OD u C. ro -0 .c Q) ·e C ro a. -0 u ·e Q) ·e a. ...., 0 0 u ~ X
Q) ::, .c 0 Q) C Q) a.
X E E ro Q) ro ....., u 0 :::, 2 w (./) 0.. LL 0.. w t-0.. w 0.. 0 LL t-(./) ....., ..... ..... ..... ..... ...., ....., ....., ....., ...., ..... ... ... ... ... ... ... ... ... ... C C C C C C C C C C C Q) Q) Q) Q) Q) Q) Q) Q) Q) .!!! .!!! .!!! .!!! .!!! .!!! .!!! .!!! .!!! Q) .!!! TASKS ~ ~ ~ ~ ~ ~ ~ ~ ~ (J u u (J (J u u D D 5 (J
Perform configuration A R I R I
Power User process and Validation A R I C I C I training
Va lid ate configuration I C A C R C
32/63
Exhibit E
4.4.2 Data Conversion & Validation
Tyler completes an in itial review o f the converted data for errors. With ass istance from the City, t he Ty ler
Data Conversion Team addresses items w ithin the convers ion program to provide the most efficient data
conversion possible. With gu idance from Tyler, the City rev iews specific data elements within the system
and identifies and Reports discrepancies in writing. Iterative ly, Tyler collaborates with the City to add ress
conversion discrepancies prior to acceptan ce.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 3 Data Conversion & Validation
TYLER CLIENT
V) '--..,
V) -0 11 0
'--C '--ro ..,
Q) ro V) V) Q) Q) ro
t:lll j;: t:'. t:'. E -' C
ro ::, Q) .., 11 -0 0 C V) Q) a. E Q) C '--ro C a. X ro Q) Q) V) 0 ....,
'--2 0 X w '--'--~ E -0 0 ro Q) u w t:lll t:'. 0 '--V) ro u C t:lll '--V) 0 1/) .E Q) Q) V) ro C Q) C C t:'. '--0 C -0 t:lll Q) .., -0
C 0 t:lll 0 0 a.. a. 0 t:lll ro ro I -0 Q) '--0 E ro Q) ro ro :;:::; ro :;:::; -~ a. a. a. C -' C 1/) .., Q)
V) a
2 ro C ro C ::, V) 0 ro '--C -' 0 0 Q) Q) 0 ro -Q) ...., ro .., V) u ro 2 Q) ~ -0 u
Q) C 2 C > er: ·..:; -Q) 2 C
V)
E ro I-Q) Q) C ~ ro ro > t:lll ::::) Q) -~ Q) > E ...., E 0 u u ·..:; C .., 0 Q)
'--t:'. V) .., -0 ·..:; u ·c ::, ·c u ·..:; t:lll ::::) C u ~ ::, Q) u Q) VI ~ u Q) u C Q) ro ..c Q) Q) E VI Q) :i: u ci.. B ci.. ro -0 ..c ~ Q) Q) B C ro a. -0 u "e' t:lll
Q) ...., 0 0 u X .., 5:. ::, ..c 0 Q) C Q) a.
X E '--E ro 2 Q) ro w V) LL u a.. 0 w I-a.. ::::) w a.. 0 LL I-V) .., .., .., .., .., ...., .., .., .., ...., ....,
'--'--'--'--'--'--'--'--'--C C C C C C C C C C C Q) Q) Q) Q) Q) Q) Q) Q) Q) -~ -~ -~ -~ Q) Q) Q) Q) Q) Q) -~ TASKS ~ ~ ~ ~ ~ ~ ~ ~ ~ D D D D B 0 0 0 0 0 <i
Writ e and ru n data conversion A I C R C program against Client data
Complete initia l review of data errors A I C R I I C
Review data conversion and submit I C I A C R C needed co rrections
Revise conve rsion program(s) to A I C R I I C C correct error(s)
Accept conve rsion I I I I A R C C
33/63
4.4.3 Standard 3rd Party Data Exchange Validation
Tyler provides training on Data Exchange(s) and the City tests each Data Exchange.
RACI MATRIX KEY: R = Responsible A = Accoun t able C = Consu lted I = Informed
STAGE 3 Standard 3rd Party Data Exchange Validation
TYLER CLIENT
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Q) Q) 2 Q) C ro rn > bO C :::> E > E ..... E 0 o2S u u '..::; C ..... 0 QJ .... t:'. ·..:; u u V) ~ ·c ::, ·c u '..::; bO QJ ::, J!! Q) u QJ u C ro u Q) 0.. ro § "O ..c V)
QJ
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X E .... E ro 0 2 Q) ro LJJ Vl a.. LL u a.. 0 LJJ -a.. 0 LL I-Vl ..... ..... ..... .., ..... ..... ..... .... .... .... .... .... .... .... .... .... C C C C C C C Q) QJ Q) Q) QJ Q) QJ Q) Q) -~ -~ -~ QJ -~ -~ -~ TASKS ~ 2-2-2-2-2-2-2-2-0 0 0 0 0 0 0
Train Data Exchange(s) processing in A R C I I I Tyler software
Coordinate 3rd Party Data Excha nge
I I A C C activities
Test all Sta ndard 3rd party Data I C A C I R Exchange(s)
Accept Standard 3rd party Data
I I I A R C Exchange(s)
34/63
Exhi bit E
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Exhibit E
4.4.4 Modification Delivery & Validation., if contracted
Tyle r del ivers in Scope Modification(s) to the City for preliminary t esti ng. Fi nal acceptance will occur
during the Fina l Testing and Training Stage.
RAC I MATRIX KEY: R = Responsib le A = Accou ntable C = Consulted I = Informed
STAGE 3 Modification Delivery & Validation, if contracted
TYLER CLIENT
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I... I... I... I... I... I... I... I... I... C C C C C C C C C C QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ -~ QJ QJ QJ QJ ,Q! QJ QJ QJ
TASKS 2-2-2-2-2-2-2-2-2-R [) R R R B D B B B
Develop and deliver contracted
A I C I R I C I C I modified program(s)
Test contracted modified program(s) I C C A C R C in isolated database
Report discrepancies between
specification and delivered contracted I I I A R C C
modified program(s)
Make co rrections to cont racted
A I C I R I C C I modified program(s) as required
Accept contracted modified programs I I I A R C C
35/63
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4 .4.5 For ms & Report s Val idat io n
Ty ler provides traini ng on Sta ndard Forms/Reports and the City tests each Standard Form/Report.
RAC I MAT RIX KEY : R = Res ponsible A = Accountabl e C = Consulted I = Informed
STAGE3 Forms & Reports Validation
TY LER CLIENT
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Tyler provides comp lete list of A R I I I I I I standard forms and reports
Standard Form s & Report Tra ining A R I C C I
Test Standa rd Forms & Re ports I C C A C R C
Accept St an d ard Fo rms & Re ports I I A C R C C
36/63
Exhibit E
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Exhibit E
4.4.6 Control Point 3: Build & Validate Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. Advancement to the Final Testing &
Train ing Stage is dependent upon Tyler's rece i pt of the Stage Acceptance. Spec ific tasks for client review,
acceptance and sign-off are detailed in the project plan.
4.4.6.1 Bu ild & Val idate Stage Deliverables
Ini tial data conversion
o Objective: Convert Legacy System data into Tyler system
o Scope: Data conversion program com plete; de liver converted data for rev iew
o Acceptance criteria: Initial error log available for review
Data conversion verification document
o Objective: Provide instructions to the City to verify converted data for accuracy
o Scope: Provide se lf-guided i nstructions to verify specific data components in Tyler system
o Acceptance criteria: City accepts data conve rsion delivery; City comp letes data issues log
Installation of Modifications on the City's server(s) *except for hosted Cl ie nts
o Objective: Deliver Modification(s) in Tyler software
o Scope: Program for Modification is complete and available in Tyler software, Modification
testi ng
o Acceptance criteria: De livery of Modification(s) results in objectives described i n the City-
signed specification.
Standard Forms & Reports De livered
o Objective: Provide Standard Forms & Reports for review
o Scope: Insta l lation of all Standard Forms & Reports included in the Agreement
o Acceptance criteria: Standard Forms & Reports available in Tyler software for testing in
Stage 4
4.4.6.2 Build & Validate Stage Acceptance Criteria
Application configuration completed and accepted
Standard Forms & Reports delivered and available for testing in Stage 4
Data conversions (except final pass) delivered and accepted
Standard 3rd party Data Exchange training provided/
3 rd party Data Exchange development and testing completed/validated
Modifications delivered and available for testing in Stage 4
The City and Tyler have done a review of primary configuration areas to Validate comp leteness and
readiness for testing and acceptance in Stage 4.
Power User Training completed and accept e d
37 /63 •• ••••• ••• • •
Exhibit E
4.5 Final Testing & Training (Stage 4) -PMI Monitor and Control
During Final Testing and Training, Tyler and the City review the final Cutover plan. A critica l Project
success factor is the City understanding the importance of Final Testi ng and Tra i ning and dedicating t he
resources required for testing and training efforts in order to ensure a successful Production Cutover.
4.5.1 Cutover Planning
City and Tyler Project Manager(s) discuss final preparatio ns and critical dates for Production Cutover.
Tyler delivers a Production Cutover Checklist to outline Cutover tasks t o he l p prepare t he City fo r success .
RACI MAT RIX KEY: R = Responsible A = Accountable C = Consulted I = In formed
STAGE4 Cutover Planning
TYLER CLIENT
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Cutover Plann ing Session A R C I C C C C C C
Develop Producti on Cutover Checklist A R C I I C C I I C
Review and accept Production I I I A R C I I C Cutover Checklist
38/63
4 .5.2 User Acce ptance Test ing (UAT}
The City performs User Acceptance Testing to verify software readi ness for day-to-day business
processing. Ty ler provides a Test Plan for users to fo llow to ensu r e proper Valida t ion of the system.
RACI MATRIX KEY: R = Res ponsible A = Accou n ta b le C = Consu lted I = Informed
STAGE 4
....
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TASKS ~ 2-2-
Delive r Test Plan for User Acceptance A R Testi ng
Review and approve Test Plan for
I User Accep t ance Testing
Pe rfor m Use r Acceptance Test ing and
I report resu lts
Retest and accept modified
I program(s), if appl icable
Va lidate Report performa nce I
39/63
User Acceptance Testing (UAT)
TYLER
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Exhi bit E
4.5.3 End User Training
End Users attend training sess ions to learn how to utilize Ty le r software. Training focuses prima r i ly on
day-to-day City processes that wi ll be del ivered via group t raining, webinar, elearnings and/or live
t rai ni ng sess io ns.
The City may ut ili ze u p to the available contracted l imit ofTrain ing & Productio n Suppo rt Se rvices for
training of its end use rs. City users who attended the Tyle r sessions m ay trai n any City users not ab le to
attend the Ty ler sess ions or additio nal sess ions may be contracted w ith Tyler for t he provision of subject
matt er expe rts at the applicable rates for t raining.
RAC I MATR IX KEY: R = Re sponsib le A= Accountable C = Consu lted I = Informed
STAGE4 End User Training
TYLER
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Co n d uct user training sessions ("Train
A R C I the Tr ainer")
Conduct ad d i tional End Use r training I I A C sess io ns
40/63
CLIENT
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4 .5.4 Control Point 4: Final Testing & Training Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed be low. Advancement to the Production
Cutover Stage is dependent upon Tyler's receipt of the Stage Acceptance. Spec ific tasks for client review,
acceptance and sign-off are detailed in the project plan .
4.5.4.1 Final Testing & Traini ng Stage Deliverables
Production Cutover checklist
o Objective: Provide a detailed check list outlining tas ks necessary for production Cutover
o Scope : Dates for final conversion, date(s) to cease system processing in Legacy System,
date(s) for first processing in Tyler system, contingency plan for p ro cessing
o Acceptance criteria: Defin ition of all pre-production tasks, assignment of owners and
establishment of due dates
User Acceptance Test Plan
4.5.4.2
o Objective: Provide testing steps to guide users through testing business processes in Tyler
software.
o Scope : Testing steps for Standard bus i ness processes.
o Acceptance criteria: Testing steps have been provided for Standard busi ness processes.
Final Testi ng & Trainin g Stage Acceptance Criteria
Production Cutover Check list delivered and reviewed
Modification(s) tested and accepted, if applicab le
Standard 3rd party Data Exchange p rograms tested and accepted
Standard Forms & Reports t ested and accepted
User acceptance testing comp leted
End User training completed
41/63
Exhibit E
4.6 Production Cutover (Stage 5) -PMI Mo ni tor and Con tro l
Ci t y and Tyle r r es o urces complete t as ks as o ut li ned in t h e Production Cutover Plan and the City begins
p ro cess i ng day -to-day b usiness transactions in the Tyle r softwa re. Fol lowing production Cutover, the City
transi t ions to the Tyler support team for ongoin g suppor t of the Application.
4.6.1 Final Data Conversion, if applicable
The City provi des final data extract and Re p orts fro m the Legacy System for da t a co nve rsion and Tyle r
execu t es f in al data co nversion . The City m ay n ee d to m anua lly ente r into the Tyler system any data added
to the Legacy System after fi nal data extract.
RACI M ATRIX KEY: R = Responsi ble A = Accountable C = Co nsulted I = Informed
STAGES Final Data Conversion, If applicable
TY LER CLIEN T
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QJ C ~ C > er:: :;::; -QJ 2 C Vl E <ii ro I-QJ QJ C ro ro > t:lO :::i QJ > E E 0 o(S u u :;::; C ....., 0 QJ .... t: V) .Se! .... -0 :;::; ...... u ·.:; t:lO u u u V) ~ ·c :::, ·.:::: QJ :::i C ro :::, QJ QJ QJ E Vl u QJ QJ u C 3: ro .c QJ .... u a. a. ro -0 .c QJ 'o C ro a. -0 u 'o t:lO
QJ 'o .... .... u ~ QJ QJ a. 0 X .... .... :::, .c 0 C QJ .... X E .... E ro 0 2 QJ ro LLJ V) 0.. LL u 0.. 0 LLJ I-0.. :::i LU 0.. 0 LL I-V) .... .... .... .... .... ....., .... .... .... .... .... .... .... .... .... .... .... .... .... .... C C C C C C C C C C C QJ QJ QJ QJ QJ QJ QJ QJ QJ .9:! QJ .9:! .9:! .9:! .9:! QJ .9:! .9:! .9:! .9:! TASKS ~ ~ ~ ~ ~ ~ ~ ~ ~ D 5 D D D D D D u D D
Prov ide final data ext ract C I I A C I I I I R
Provid e final extract ba lancing Reports I I A C R I
Convert an d d e liver fi nal pass of dat a A I I R I I I C
Val i date fi nal pass of dat a I C C I A C R C
Loa d fina l conversion pass to I I I A C I C R Pro duction environme nt
42/63
Exhibit E
4.6.2 Production Process ing & Assistance
Tyler staff co l laborates with the City duri ng Production Cutover activities. The City transitions to Tyler
software for day-to day business processing.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consu lted I = Informed
STAGES Production Processing & Assistance
TYLER CLIENT
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ro ,::; ro ·,.:; -~ 0.. 0.. C ~ ..., Vl 0.. C C _J (1.) 0 2 ro C ro :::J l/) 0 ro C _J (1.) (1.) 0 ro -(1.) ..., ro ..., l/) u ro 2 (1.) Vl -0 C C > er: :.:; (1.) 2 Vl I... (1.) ~ C -> bO C ::) E (1.) ro f-> (1.) (1.) oil ro C'(l 0 (1.) .S:! E .... E 0 u .S:! ,::; C .... I... t:'. Vl ..., ·,.:; u u Vl ~ :::J ·;:: u ,::; bO (1.) ::) C u
:::J .!!! .!!! C u (1.) u C ro ..r:: (1.) (1.) E Vl (1.) ?; u ·e ro 'O ..r:: .!!! (1.) (1.) ·e C ro 0.. "O u ·e (1.) 0.. 0.. .... 0 u X .... :::J ..r:: 0 (1.) C (1.) X E E ro 0 ~ (1.) ro LU l/) a.. LL u a.. 0 LU f-a.. LU -a.. -0 LL f-l/) ..., ..., ..., .... ..., .... ..., ..., ..., ...,
I... Q) I... I... I... I... I... I... I... C C C C C C C C C C (1.) (1.) (1.) (1.) (1.) (1.) (1.) (1.) (1.) (1.) (1.) .9:' (1.) (1.) .9:' (1.) (1.) (1.) TASKS ~ 2-2-2-2-2-2-2-2-R R R ti R B u B B B
Production processing C C I I A R R R R R R I
Provide production assistance A R C I C C C C C C
43/63
0 ...,
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Exhibit E
4.6.3 Transition to Tyler Support
Tyler Project Manager(s) introduce the City to the Ty ler Support team, who provides the City with day-to-
day assistance fo llowi ng Production Cutover.
RACI MATRIX KEY : R = Responsible A = Accountable C = Consu lted I = Informed
STAGES Transition to Tyler Support
TY LER CLIENT
Vl '--...,
Vl "O 0
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'--t: Vl ·2 ..., "O :;:::; u ·..:; tlO u ro :::, QJ u QJ u Vl ~ C :::, ·c QJ u C QJ ro :::> QJ 5"o QJ E Vl u QJ ~ ..c u C. ·e C. ro "O ..c ..91 QJ QJ "6' C ro a. "O u "6' QJ ..., '--0 u X ...., '--:::, ..c 0 QJ C QJ '--a.
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'--'--'--'--'--'--'--'--'--C C C C C C C C C C C QJ QJ QJ QJ QJ QJ QJ QJ QJ .!!! .!!! .!!! .!!! .!!! .!!! .!!! QJ QJ QJ QJ TASKS ~ ~ ~ ~ ~ ~ ~ ~ ~ (] u u u u 0 u 6 0 0 n
Develop internal support plan I A R C C C C C C C
Conduct transfer to Support meeting A I C R C C C C I I C I I
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Exhibit E
4.6.4 Schedule Post-Production Servic es, if applicable
Tyler provides post-product ion services if incl uded i n the Agreement. Prior to scheduling services, t he
Ty ler Project Manager(s) collaborate w ith City Proj ect Manager(s) to i dentify needs.
RACI MATRIX KEY : R = Responsible A = Acco u ntable C = Consulted I = Informed
STAGES Schedule Post-Production Services, If applicable
TYLER CLIENT
V) ... ..... V) "O 0 ... C ... ro .....
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ro p ro ·..:; -~ Cl. Cl. C V) V) Cl. C C -' ... ..... Q) 0 2 ro C ro <lJ 0 ::, V) 0 ro -ro Q) C -' ..... ro ..... Q) V) u ro 2 <lJ ~ 0 C C > er:: p <lJ 2 V) -Q) <lJ 2 Q) C ro > 00 C :::) E Q) ro 1--> a<! ro ·..:; C ..... 0 Q) u ..... E E 0 u -~ t:'. V) ·c p ..... u ~ ::, ·c u ·..:; 00 QJ :::) u u V) C <lJ C ro .!!!., ::, Q) Q) J!! E V) u Q) u 3: ..c u a. "6' ro "O ..c J!! <lJ Q) -~ C ro Cl. "O u ~ Q) Cl. ..... 0 0 u X ..... ::, ..c 0 Q) C Q) X E ... E ro 2 ~ ro LJ.J V) CL LL u CL 0 LJ.J 1--CL LJ.J CL 0 LL V) ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ... ... ... ... ... ... ... ... ... C C C C C C C C C C Q) Q) Q) Q) Q) Q) Q) <lJ Q) <lJ <lJ Q) Q) Q) Q) -~ -~ -~ -~ TASKS 2-2-2-2-2-2-2-2-2-fi B Q 5 fi fi fJ {J {J u
Identify topics for post-production
C C A R I C I services
Schedule services for post-production
A R I C C I C I topics
PIER -Identify/discuss if the required
modules were implemented, and if
A R not, why not, and how this will be I C C
rectified
PIER -Identify/discuss if the required
train i ng was delivered , and if not, w hy A R I C C
not, and how this will be rectified
PIER -Identify/discuss the method to
be used to determine if there are any
A gaps in user system utilization, and if R I C C C C
so, what are they
PIER -Identify/discuss how gaps
would be addressed through
additional tra ining (to i nclude when, A R I C C
where, how, participa nts, specifi c
traini ng to be provided, etc.)
PIER -Identify/discuss any lessons
A R learned I C C
45/63
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Exhibit E
PIER -Develop a report that addresses
A R I C C the informati on above
PIER -Submit this report to the City
A R I C C for review and approval
PIER -De l iver the add itional training A R I C C C C
4 .6.5 Control Point 5: Production Cutover Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. Advancement to the Phase/Project
Closure Stage is dependent upon Tyler's receipt of this Stage Acceptance. Specific tasks for cl ient rev iew,
acceptance and sign -off are detailed in the project plan.
4.6.5.1 Production Cutover Stage Deliverables
Final data conversion, if applicable
o Objective : Ensure (in Scope) Legacy System data is available in Tyle r software in
preparation for production processing.
o Scope: Fina l passes of all conversions completed in this Phase
o Acceptance criteria: Data is available i n production environment
Support transition docume·nts
4.6.5.2
o Obj ective: Define strategy for on-going Tyler support
o Scope: Define support strategy for day-to-day processing, conference cal l with City
Project Manager(s) and Tyler support team, define ro les and responsibilities, defi ne
methods for contacting support
o Acceptance criteria: The City receives tools to contact support and understands proper
support procedures.
Production Cutover Stage Acceptance Cr it eria
Final data conversion(s) delivered
Processing is being done in Tyler production
Transition to Tyler support is completed
Post-live services have been scheduled, if applicable
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Exhibit E
4.7 Phase/Project Closure (Stage 6)-PM I Closure
Pr oject or Phase clos ure signifi es ful l implementation of al l products purchased and encompassed in the
Phase or Project. The City moves into the next cycle of the i r r elationship with Tyler (next Phase of
im plementat ion or long-term re lationship with Tyler Support).
4 . 7 .1 Close Phase/Project
Th e City and Tyler Project Manager(s) review the list of outstanding Project activities and develop a plan
to a d dress them. The Tyler Project Manager (s) review the Project budget and status of each co ntract
Deliverab le with the City Project Ma nager(s) prior to c losing the Phase or Project.
RACI MATRIX KEY: R = Res po nsible A = Accountable C = Consulted I = Informed
STAGE 6 Close Phase/Project
TYLER
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I... I... I... I... I... I... I... I... I... C C C C Q.) Q.) Q.) Q.) Q.) (IJ Q.) Q.) Q.) .9! .9! .9! .9! TASKS ~ 2-2-2-2-2-2-2-~ 0 0 0 0
Review outst a nding Projec t activities A R C C C and develop action plan
Revi ew Project budget and status of A R I I C contract Deliverab le s
47 /63
CLIENT
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Exhibit E
4. 7.2 Control Point 6: Phase/Project Closure Stage Acceptance
Acceptance criteria for this Stage includes al l criteria listed below. This is the final acceptance for the
Phase/Project.
4.7.2.1 Phase/Project Closure Stage Deliverab les
Phase/Project reconciliation report
4.7.2 .2
o Objective: Provide comparison of contract Scope and Project budget
o Scope: Contract Scope versus actual, ana lysis of services p rovided and remaining budget,
identify any necessary Change Requests or Project activ ity.
o Acceptance criteria: Acceptance of services and budget analysis and plan for changes, if
needed .
Phase/Project Closure Stage Acceptance Criteria
Outstanding Phase or Project activities have been documented and ass igned
Phase/final Project budget has been reconciled
Tyler De liverables for the Phase/Project are complete
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5 Roles and Responsibilities
5.1 Ty ler Ro les and Respons ibilities
Exhibit E
Tyler assigns project manager(s) prior to the start of each Phase of the Project. The project manager(s)
assign additional Tyler resources as the schedule develops and as needs arise. One person may fi ll
multiple project roles.
5.1.1 Tyler Executive Management
Prov ides clear direction for Tyl e r staff on executing on the Project Del ivera bles to al ign with satisfying
the City's overall organizational strategy.
Authorizes requi red project resources.
Resolves all decisions and/or issues not re solved at the implementation management leve l as part of
the escalation process.
Offers additional support to the project team and is able to work with othe r Tyler department
managers i n order to escalate and facilitate implementation project tasks and decisions.
Acts as the counterpart to the City's execut ive sponso r.
5.1.2 Tyler Implementation Management
Acts as the co unterpart to the City steering committee.
Assigns initial Tyler project personnel.
Works to resolve al l decisions and/or issues not reso lv ed at the Proj ect Management level as part of
the esc alation process.
Attends City steering committee meetings as necessary.
Provides support for the project team.
Provides management support for the Project to ensure it is staffed appropriately and staff have
necessary resources.
Monitors project progress i ncluding progress towards agreed upon goals and objectives.
5.1.3 Tyler Project Manager
The Ty ler project manager(s) provides oversight of the Project, coordination of resources between
departments, management of the project bu dget and schedu le , effective ris k and issue management, and
is the primary point of contact for all Project related items. The Tyle r Proj ect M anager will be assig ne d to
the project at a 10% dedication level. The Tyler PM will devote 3 to 4 hours per week to the project
management activities for the City of Gilroy, CA.
Contract Management
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o Validates contract compliance throughout the Project.
o Ensures Deliverables meet contract requirements.
o Acts as primary point of contact for al l contract and i nvoicing questions.
o Prepares and presents contract milestone sign-offs for acceptance by City project
manager(s).
o Coordinates Change Requests, if needed, to ensure proper Scope an d budgetary compliance.
Exhibit E
Planning
o Develop and deliver Implementation Management Plan.
o Defines project tasks and resou rce requirements.
o Develops initial project sc hedu le and full scale Project Plan .
o Collaborates with City project manager(s ) to plan and schedule project timelines and
milestones to achieve on-time imp lementation.
Implementation Management
o Tightly manages Scope and budget of Project; establishes process and approval matrix with
the City to ensure Scope changes and budget planned versus actual are transparent and
handled effectively and efficiently.
o Establishes and manages a schedule and resource plan that properly supports the Project
Plan that is also in balance with Scope/budget.
o Establishes and manages ri sk/issue tracki ng/reporting process between the City and Ty ler and
takes all necessary steps to proactively identify, track and mitigate these items or
communica t es with transparency to the City any items that may impact the outcomes of the
Project.
o Collaborates with the Ci t y's project manager(s) to establ ish key business drivers and success
i ndicators t hat will help to govern project activities and key decisio ns to ensure a quality
outcome o f the project.
o Sets a routine communication plan that will aide all project team members, of both the City
and Tyle r, in understanding the goals, objectives, current status an d health of the project.
Team Management
o Acts as lia ison between project team and Tyler manager(s).
o Identifies and coordinates all Tyler resources across all app lications, Phases, and activities
includi ng development, forms, installation, reports, implementation, and billing.
o Prov ides direction and support to project team.
o Builds partnerships among the various sta ke holders, negotiating authority to move t he
Project forward.
o Manages the appropriate assignment and timely completion of tasks as defined in the Project
Plan, task list, and Production Cu tover Checklist.
o Assesses team performance and adjusts as necessary.
o Interfaces closely with Tyler developers to coordinate program Modification activities .
o Coordinates with i n Scope 3rd party providers to align activities with ongoi ng project t asks.
5.1.4 Tyler Implementat ion Consultant
The Ty ler Implementation Consultant ing Team will be assigned to the project at a 40 -50 % dedication
level.
Completes tasks as assigned by the Tyler project manager(s).
Performs problem so lving and troubleshootin g.
Fol lows up on issues identified duri ng sessions .
Pre pares for, completes and documents activities for on si t e services performed by Ty ler.
Provides conversion Val idation and error resolution assistance .
Recommends guidance for testing Fo rms and Reports.
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Exhibit E
Tests software functionality with the City following configuration .
Assists during Production Cutover process and provid es production support unti l the City transitions
to Tyler Support.
Provides product related education.
Effectively facilitates training sess ions and discussions with City and Tyler st aff to ensure adequate
discussion of the appropriate agenda topics during the allotted time.
Conducts train ing (configuratio n, process, conversion Validation) for Power Users and the City's
designated trai ners for End Users.
Clearly documents and communicates homewor k tasks w ith spec ific due dates and owners,
supporting the City as necessary and reconc i li ng with the final Project Plan.
Keeps Tyler project manager(s) proactively apprised of any and al l issues which may result in the need
for additional training, change in schedule, change in process decisions, or which have the
potential to adversely impact the success of the Project prior to taking actio n.
5.1.5 Tyler Sales
Provide sales background i nformation to Implementation during Proj ec t initiat ion.
Support Sales transition to Imp lementation.
Provide historical i nformation, as needed, throughout implementation.
5 .1.6 Tyler Software Support
Manages incoming client issues via phone, email, and online customer in cident portal.
Documents and prioritizes issues in Tyler's Customer Relationship Management (CRM) system.
Provides issue analysis and general product guidance.
Tracks issues and tickets to t i mely and effective reso l ution.
Identifies options for resolving reported issues.
Reports and escalates defect s to Tyler Development.
Communicates with the City on the status and reso lution of reported issues .
5 .1. 7 Tyler Subject Matter Expert
Possesses both a broad and deep understanding of the functiona l ity within Tyler software product s
for his/her functional area(s).
Provid es confident recommendations regard i ng configuration decis ions and business process best
practices using Ty ler's prod ucts based on his/her experience and expertise implementing Tyler
software products with simi lar organizations.
Provides conversion consu lting and mapping assista nce.
Follows up on issues identified during sessi ons.
Do cuments activities for on site services .
Clearly documents homework tasks with specific du e dates and owners, supporti ng and re co nciling
with the final Project schedule .
Keeps Tyler project manager(s) proactive ly apprised of any and al l iss ues whi ch may res ult in the nee d
for additional traini ng needs, change in schedule, ch ange in process decisions, or which have t he
potential to adverse ly impact the succes s of the Proj ect prior to tak ing action.
Performs gap ana lysis and documents non-contracte d Modifications requests.
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5.1.8 Tyler Data Conversion Experts
Validates client data files are in proper format.
Exh ibit E
Develops customized conversion programs to convert Legacy System data into the Tyle r database for
production use according to defined mapping.
Provides error Reports on unsupported data conditions and the merging or normal ization of data
fields.
Assists the City with u nderstanding and interpreting error Reports.
Performs changes and corrections to customized convers ion programs as the City discove rs data
anomalies and exception condi tions .
5 .1.9 Tyler Reports/Forms Experts
Provides specifications for all Forms & Reports in Scope .
Reviews requirements for Peripherals and Consumables, if applicab le.
Conducts review of City's form mockup sheets.
Develops final fo rm designs.
Configures and install s Forms software and approved Forms.
5.1.10 Tyler Trainer
Provides product related education.
Effectively facil itates training sess ions and discussions with City and Tyler staff to ensure adequate
discussion of the appropriate agenda topics during the allotted time.
Conducts traini ng (configuration, process, conversion Validation) for Power Use rs and the City's
designated trainers for End Users .
5.2 City Roles and Responsibilities
City resources wil l be assigned prior to the start of each Phase of the project. One person may be
assigned to multiple proj ect roles.
5.2.1 City Executive Sponsor
Provides clear direction for the Project and how the Project applies to the organization's overall
strategy.
Champions the Project at the executive level to secure buy-in .
Authorizes re quired Project resources.
Resolves a ll decis ions and/or iss ues not reso lved at the City st eering committee level as part of the
escalation pro cess.
Actively participates in organizational change communications.
5.2 .2 City Steering Committee
Works to resolve all decisions and/o r issues not reso lved at the project manager level as part o f the
escalation process .
At tends all scheduled steering committee meetings.
Provides support for the project team.
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Exhibit E
Assists with communicating key project messages throughout the organization.
Prioritizes the project within the organ ization.
Provides management support for the proj ect to ensure it is staffed appropriately and staff have
necessary resources.
Monitors project progress including progress towards agreed upon goals and objectives.
Has the authority to approve or deny changes impacting the fol lowing areas:
o Cost
o Scope
o Schedule
o Project Goa ls
o City Policies
5 .2.3 City Project Manager
The City shal l assign project manager(s) prior to the start of this Project with overall responsibility and
authority to make decisions related to project Scope, scheduling, and task assignment, and commu nicates
decisions and commitments to the Tyler project manager(s) in a time ly and efficient manner. Whe n the
City project manager(s) do not have the knowledge or authority to make decisions, he or she engages the
correct resources from City to participate in discussions and make decisions in a timely fashion to avoid
Project delays.
Contract Management
o Validates contract compliance throughout the Project.
o Ensures invoicing and Delive r ables meet contract requirements.
o Acts as primary po int of contact for all contract and invoicing questions .
o Signs off on contract milestone acknowledgme nt documents.
o Co llaborates on and approves Change Requests, if needed, to ensu re prope r Scope and
budgetary compliance.
Planning
o Review and acknowledge Implementation Management Plan.
o Defines project tasks and resource requirements for City project team.
o Col laborates in the deve lopment and approval of t he initial Project Plan and Project Schedule.
o Co llaborate s with Ty le r proje ct manager(s) to plan and schedule Project timelines to achieve
on-time imp lementation.
Imp lementation Management
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o Tightly manages Project budget and Scope and collaborates w ith Tyler project manager(s) to
establis h a process and approval matrix to ensure Scope changes and budget p lanned versus
actual are transparent and hand led effecti vely and efficie nt ly.
o Collaborates with Tyle r project manager to establish and manage a schedule and resource
plan that properly supports the Project Plan, as a whole, that is also i n balance with
Scope/budget.
o Collaborates with Tyler Project manager(s) to estab lish and manage risk/issue
tracking/reporting process between t h e City and Tyler and takes all necessary steps to
Exhibit E
proactively identify, track and mitigate these items or communicates with transparency to
Ty ler any items that may impact the outcomes of t he Project.
o Collaborates with Ty ler Project manager(s) to estab lish key bus i ness drivers and success
indicators that will help to govern Project activities and key decisions to ensure a quality
outcome of the Project.
o Routinely communicates with both City staff and Tyler, aiding in t he understand ing of goa ls,
objectives, current status, and health of t he Project by all team members.
Team Management
o Acts as liaison between project team and stakeholders.
o Identifies and coordinates all City resources across all modules, Phases, and activities
including data conversions, forms design, hardware and software in stallation, reports
building, and satisfying invoices.
o Provides direction and support to project team .
o Builds partnerships among the various stakeholders, negotiating authority to move the
Project forward.
o Manages the appropriate assignment and timely comp letion of tasks as defined in the Project
Plan, task list, and Production Cutover Checklist.
o Assesses team performance and ta kes corrective action, if needed.
o Provides guidance to City technical teams to ensure appropriate response and collaboration
with Ty ler Technical Support Team s to ensure timely response and appropriate resolution .
o Coordinates in Scope 3rd party providers to align activities with ongoing Project tasks.
5.2.4 City Functiona l Leads
Makes business process change decisions under time sensitive conditions.
Communicates existing bus iness processes and procedures to Tyler consultants.
Assists in identifying business process changes that may require esca lation.
Attends and contributes busin ess process expertise for current/future state analysis sessions.
Identifies and includes additional subject matter experts to participate in Current/Future State
Analysis sessions .
Provides business process change support during Power User and End Use r training.
Completes performance tracking review with client project team on End User competency on tra ined
topics.
Provides Power and End Users with dedicated time to com plete required homework tasks.
Act as an ambassador/champion of change for the new process.
Identifies and communicates any additional training needs or scheduling conflicts to City project
manager.
Prepares and Validates Forms.
Actively participates in all aspects of the implementation, in cluding, but not limited to, the following
key activities:
o Task com pletion
o Stakeho lder Presentation
o Implementation Management Plan development
o Sc hedu le deve lopme nt
o Id e ntification, escalation and/or mitigation of project risks
o Ident ificat ion , escalation and/or resolution of project is sues
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o Communication with Tyler project team
o Coordination of City resources
o Attendance at schedu led sessions
o Change Management activities
o Modification specification, demonstrations, testing and approva l assistance
o Convers ion Analysis and Verifica tion Ass istance
o Decentralized End Use r Tra ini ng
o Process Testing
o User Acceptance Testing
5.2.5 City Power Users
Pa rticipate in Project activities as requi red by the proj ec t team and project manager(s).
Prov ide subject matter expertise on City bus iness processes and requirements.
Exhibit E
Act as su bject ma t ter experts and attend current/future state and va lidation sessions as needed.
Attend all scheduled training sessions.
Participate in all r equired post-training processes as needed throughout Project.
Participate in Conversion Val idation.
Test al l Appl ication configuration to ensure it satisfies business process require ments .
Become Appl ication expe rts.
Participate in User Acceptance Testing.
Adopt and support cha nged procedures .
Complete al l Del iverables by the due dates defined i n the Project Plan.
Demonstrate competency with Tyler products process ing prior to Productio n Cutover.
Provi de knowledge transfer to City staff duri ng and after implementation .
5 .2.6 City End Users
Attend all scheduled t raining sessions.
Become proficient in App l ica t ion functions related t o job duties.
Adopt and utilize changed procedures.
Complete all Deliverables by the due da t es defined in the Project Plan.
Utilize so f twa re to perform job funct ions at and beyond Production Cutover.
5.2. 7 City Technical Support
Coordinates and supports review and install ation of softwa re updates and releases with Tyler as
needed.
Coo r dinates the copying of source da t abases to t r aini ng/testing databases as needed for tra i ning
days.
Extracts and transm its conversion data and control reports from City's Legacy System pe r t he
convers ion schedule set forth in the Project Plan .
Coordinates and adds new u sers and printers and other Peripherals as nee ded.
Va l idates all users underst and log -on process and have necessary per mission for all train ing sessions .
Coordi na t es Interface deve lopment for City third party Data Exchanges.
Develops or assists in creating Reports as needed.
Ensures onsite system hardware meets specifica t ions provided by Tyler.
Assists with troubl es hooting issues with application performance or environment as needed
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5.2.8 City Upgr ade Coordinator
Becomes familiar wit h the Software Upgrade process and required steps.
Becomes fami l iar with Tyle r's releases and updates.
Exh ibit E
Utilizes Ty ler Community to stay abreast o f the latest Tyle r releases and updates, as wel l as the latest
he l pful t ools to manage the City's Software Upgrade process.
Assis t s w ith the Software Upgrade process du ring implementation .
Manages Software Upgrade activit ies post-imp lementation.
Manages Software Upgrade plan activities.
Coordi n ates Software Upgrade plan activities with City and Ty ler resources.
Communicates changes affecti ng use r s and department sta keho lders.
Obtains departm e nt stakehol der sign-offs to upgrade production environment.
5 .2 .9 City Project Toolse t Co ordina to r
Ensures users have appropriate access to Tyler project toolsets such as Ty ler University, Tyler
Community, Tyler Prod u ct Know ledgebase, SharePoint, etc.
Conducts traini ng on proper use of toolsets.
Validates completion of required assignments using toolsets.
5.2.10 City Change Management Lead
Va l idates users receive timely and thoro ugh comm unication regarding process changes .
Prov ides coaching t o superviso r s to prepare them to support users through t he proj ect changes.
Identifies t he i mpact areas resulting from project activities and develops a plan to address them
proact ively.
Identifies areas o f resistance and develops a plan to reinforce t he change.
Monitors post-productio n performance and new process adherence .
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Exhibit E
6 Glossary
Word or Term Definition
Application A computer program designed to perform a group of coordinated
functions, tasks or activities for the benefit of the user.
Change Control A systematic approach for managing change governing how Change
Requests will be received, assessed and acted on.
Change Management An approach for ensuring that cha nges are thoroughly and smoothly
1
Implemented and thatthe lasting benefits of change are achieved. The
focus is on the global impact of change with an intense focus on people
and how individuals and teams move from the current situation to the
new one.
Change Request A form used as part of the Change Control process whereby changes i n
the Scope of work, time line, reso u rces, and/or bu dget are revised and
agreed upon by partici pating parties.
Consumables Items that are used on a recurring basis, usual ly by Per ipherals .
Examples : paper stock or scanner cleaning kits .
Control Point Occu r ri ng at the end of each Stage, the Control Point serves as a formal
cl ient review poin t. Project progress cannot con ti nue unti l the client
acknowledges the agreed upon Del iverables of the Stage have been
met or agree on an action plan to make the Del iverable acceptab le and
move to next St age while executing final steps of current Stage.
Cutover Th e point when a client begi n s using Tyle r software in production.
Data Exchange A term u sed to reference Imports and Exports, and Interfaces which
all ow data to be excha nged between an external system and Ty ler
software.
Data Mapping The process of mapping fie lds from the Legacy System to the
appropriate location in the new system from one or more sources.
Deliverable A t angible or intang i ble object/document produced as a resul t of the
Project that is intended to be delivered to a client (either internal or
ex t ernal) or vendor at a specific t i me.
End User The person for whom the soft ware is des ig ned to use on a day-to-day
basis .
Forms A document which is typica l ly printed on a template background and
o nly captures data for one record per page . Forms are provided t o
entity customers whether internal (employees) or externa l (citizens).
Imports and Exports A process within the sys t em that a user is expected to run to consume
(Import) or produce (Export) a specifically defined file format/layout.
Interface A rea l-time or au t omated exchange of data between two systems.
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Install
Legacy System
Modification
Peripherals
Phase
Power User
Project
Project Plan
Project Planning Meeting
Questionnaire
RACI
Reports
Scope
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Exhibit E
References the initial installation of software files on c lient services and
preparing the software for use during configuration. The version
currently avai lab le for general release will always be used du ring the
initia l install.
The system from which a client is converting.
Modification of software program package to provide indiv idua l cl ient
requi rements documented within the Scope of the Agreement.
An auxiliary device that connects to and works with the computer in
some way. Examples: mouse, keyboard, scanner, external drive,
microphone, speaker, webcam , and digital camera.
A portion of the Project in which specific set of related products are
typically implemented. Phases each have an independent start,
Production Cutover and closure dates but use the same
I Implementation Plans as other Phases within the Project. Phases may
overlap or be sequential and may have the same Tyler project manager
and Tyler project team or different individuals assigned.
An experienced client person or group who is (are) an expert(s) in the
client business processes, as well as knowledgeable in the requirements
and acceptance cri teria.
The Project includes all implementation activity from Plan & Initiate to
Closure for all products, App li cations and functionality included i n a
single Agreement. The Project may be broken down into multiple
Phases.
The Project Plan se rves as the master blueprint for the Project. As
developed, the Project schedule will become a part of the Project Plan
and outline specific details regarding tasks inc luded in the Project Plan.
Occurs during the Plan & In itiate Stage to coordinate with the Client
project manager to discuss Scope, information needed for project
scheduling and reso urces.
A document containing a list of questions to be answered by the client
for the purpose of gathering information needed by Tyler t o complete
the implementation.
A chart describing leve l of participation by various roles in completing
tasks or Deliverables for a Project or process. Also known as a
responsibility assignment matrix (RAM) o r linear responsibility chart
(LRC).
Formatted to return information related to m ultiple records in a
structured format. Information is typ ical ly presented in both detail and
summary form for a user to consume.
Products and services that are in clu ded i n the Agreement.
•• ••••• ••• • •
Softwa re Upgrade
Stage
Stakeholder Presentation
Standard
Statement of Work (SOW)
Test Plan
Validation (or to validate)
Work Breakdown
Structure (WBS)
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Exhibit E
References the act of updating software files to a newer software
release.
The top-level components of the WBS . Each Stage is repeated for
individual Phases of the Project and requires acknowledgement before
continuing to the next Stage. Some tasks in the next Stage may begin
before the prior Stage is complete .
Representatives o f the Tyler implementation team w ill meet with key
client representatives to present high le vel Project expectations and
outli ne how Tyler and t he Client can successfully partner to create an
environment for a successfu l implementation.
Included in the base software (out of the box} package.
Document which will provide supporting detail to the Agreement
defining Project -specific activities and Deliverables Tyler wil l provide to
the cl ient.
Describes the testing process . Includes "Test Cases" to guide the users
through the testing process. Test cases are meant to be a baseline for
core processes; the client is expected to supplement with cl ient specific
scenarios and processes.
The process of testing and approving that a specific Deliverable,
process, program or product is worki ng as expected.
A hiera rchical representation of a Project or Phase broken down into
smaller, more manageable components .
•• ••••• ••• • •
Exh ibit E
7 Ty ler Res ource s Purchase d
Ty ler's complet e EnerGov proposal as set forth in t he Investment Summary have been defined within the
pr oject as follows :
7 .1.1 Business Scope (Transactions and Automation)
Please refer to t he Investm e nt summary for hours and scope of the project
7 .1. 2 "Business transaction" is defined by :
Unique workflow o r business process steps & act ions (including output actions)
Unique Automation logic (10 logi c etc)
Un ique Fee assessment/ configu ration de fi nition
Un ique Custom fields/for ms definition
Uniqueness of any of these mentioned parameters regulate s the need fo r a un ique business case
transact ion design doc ument and configuration event
7.1.3 "Template" transaction is defined by:
A pre-defi ned and pre -configured Ene rGov best ma nagement bus iness process.
7 .1.4 "Geo-Rule" is defined by:
An automation event t hat is trigge red by a co ndition configured around the sou rce Esr i geodatabase.
Curre nt geo-r ule events are :
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• Alert
• Block
• Block
with
Override
• Fee Date
• Filed
Mapping
• Displays a pop-up with a custom message to the user, notifying them of
certain spatial data (i.e . noise abatement zones; flood zone s; etc.).
• Places a block on the case and prevents any progress or updates from
occurring on the record (i.e. no status changes can be completed, no fees
can be paid, the workflow cannot be manage d, etc.)
• Places a block on the case and prevents an y progress or updates from
occurring on the record (i.e. no status changes can be completed, no fees
can be paid , the workflow cannot be managed, etc.) However, the block
can be overridden by end -users w ho ha ve been giv en the proper
securities.
• Populates the CPI vesting date on the r ecord if vesting maps are use d by
the jurisdiction.
• A custom field or an y field inherent in the En e rGo v application ca n
• Required
Action
• Required
Step
Exhib it E
automatically populate with information ba sed on spatial data .
• A workflow action can automatically populate in the workflow details for
the particular record (i.e. plan, permit, code case, etc.) that requires the
action based on certain spatial data related to the case .
• A workflow step can automatically populate in the workflow details for
the particular record (i.e . plan , permit, code ca se, etc.) that requires the
step based on certain spatial data re lated to the ca se .
• Zone Mapping • The zone(s) automatically populate on the "Zone s" tab of the re cord (i.e.
plan, permit, code case, etc.).
7 .1.5 "Intelligent Object (10)" is defined by:
Key components for automatica lly and reactively triggering geo -rules, computi ng fees, and ge nerating
emails, alerts and other notifications.
7 .1.6 "Intelligent Automa t ion Agent {IAA}" is defined by:
A tool desig ned to automate tas k in a proactive manner by setti ng va l ues and generating emails and other
tasks. On a nightly basis, a Windows service sweeps the EnerGov system looking for IAA conditions that
have been me t , an d the assoc iat ed actions are then performed. The IAA does not generate alerts or
errors.
7 .1. 7 "Ene rGov SDK AP I (Toolki t s)" are defined by :
AP l's developed by Tyler Technologies for the purpose of extend i ng the EnerGov Framework and
functional ity t o externa l agencies and systems. Full doc umentation is avai lab le for each toolkit upon
request.
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Note : The EnerGov toolkits and related documentation are simply tools that allow clients to
create applications and integrations. The purchase of a toolkit does not imply any development
related services from Tyler Technologies. The client is responsible for working with their IT staff
and VAR's to develop any necessary applications and integrations except as otherwise noted in
the Investment Summary for any "in-scope" integrations.
8 EnerGov Conversion Summary
8.1 Community Development: Permits
• Permit master basic information
• Permit Contacts
• Contacts -Unique {keyed) contacts converted to global contacts
• Non-keyed contacts converted to a Memo Custom Field or a standard note
• Parcels and Addresses
• Reviews and Approvals -Converted to Activity
• Inspections and Inspection Cases
• Sub-Permit Associations -Visible in workflow and attached records section
• Fees
• Meetings and Hearings
• Bonds and Escrow
• Activities and Actions
• Conditions
• Notes
• Zones
• Holds
• Renewals
• Initialized Workflows
• Attachments
• Contractors
• Projects
• Payment and Fee History
8.2 Business Management
• Business entity {Only for Business Licensing)
• License master basic information
• License Contacts
• Contacts -Unique {keyed) contacts converted to globa l contacts
Exhibit E
• Non-keyed contacts converted to a Memo Custom Field or a standard note Parcel and Addresses
• Reviews and Approvals -Converted to Activity
• Fees
• Bonds and Escrow
• Activities and Actions
• Conditions
• Notes
• Holds
• Initialized Workflows
• Attachments
•
•
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Contractors
Business Types & NAICS codes
• Payment and Fee History
8.3 Community Development: Code Cases
• Code Case master basic information
• Code Case Contacts and Properties
• Contacts -Unique {keyed) contacts converted to global contacts
• Non-keyed contacts converted to a Memo Custom Field or a standard note
• Parcels and Addresses
• Reviews and Approvals -Converted to Activity Active Fees
• Activities and Actions
• Notes
• Holds
• Initialized Workflows
• Attachments
• Violations
o Fees
o Payments
o Notes
• Meetings and Hearings
• Zones
• Requests
• Payment and Fee history
8.4 Community Development: Plans
• Plan master basic information
• Plan Co ntacts
• Contacts -Unique {keyed) contacts converted to global contacts
• Non-keyed contacts converted to a Memo Custom Field or a standard note
• Parcels and Addresses
• Reviews and Approvals -Converted to Activity
• Inspections and Inspection Cases
• Fees
• Meetings and Hearings
• Bonds and Escrow
• Activities and Actions
• Conditions
• Notes
• Zones
• Holds
• Initialized Workflows
• Attachments
•
•
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Projects
Payment and Fee his tory
Exhibit E