HomeMy WebLinkAbout13 - NB-2 - Approval of Software and Implementation - 10/1/2019
CITY COUNCIL AGENDA REPORT
MEETING DATE: OCTOBER 1, 2019 ITEM NUMBER: NB-2
SUBJECT: APPROVAL OF SOFTWARE AND IMPLEMENTATION SERVICES
AGREEMENT WITH TYLER TECHNOLOGIES AND PURCHASE ORDER
WITH DELL MARKETING, L.P. FOR IMPLEMENTATION OF NEW LAND
MANAGEMENT SYSTEM
DATE: SEPTEMBER 25, 2019
FROM: DEVELOPMENT SERVICES DEPT. / PLANNING
PRESENTATION
BY:
DANIEL INLOES, ECONOMIC DEVELOPMENT
ADMINISTRATOR
FOR FURTHER INFORMATION
CONTACT:
DANIEL INLOES, AICP 714-754-5088
RECOMMENDATION:
Staff recommends that the City Council:
1. Approve a budget adjustment appropriating $1,974,693 from committed fund
balance in the Information Technology Replacement Fund (ITRF) for the acquisition
and implementation of a new land management system (LMS);
2. Approve the proposed software and implementation services agreement with Tyler
Technologies for a not-to-exceed amount of $901,606 (Attachment 1);
3. Authorize the City Manager and City Clerk to execute the proposed agreement and
future amendments to the agreement;
4. Authorize a contract contingency of up to $100,000, if needed; and
5. Authorize the City Manager to execute a purchase order with Dell Marketing, L.P. for
the purchase of servers and support hardware necessary to implement the new
system for a not-to-exceed amount of $52,157.75.
BACKGROUND:
On March 18, 1996, the City acquired its current land management system (LMS),
Permits+. This was two years after the launch of Netscape, the year of the release of the
first flip phone Motorola StarTAC, and still four years prior to Y2K. Technology has
changed substantially in the last 23 years, but the City’s system has remained
unchanged. Over time, the system has become so inefficient that departments that once
used it have created offline patchwork solutions or workarounds to the existing system to
meet their basic needs. This has resulted in staff accessing multiple data sources,
2
professional and staff services, software, and potentially contacting multiple departments
to serve one customer or respond to one inquiry. Unfortunately, the result has been longer
customer wait times, inefficient use of City resources and increasingly unreliable data that
is outdated or compromised. In short, the City’s system has become an obstacle, rather
than the means, to providing the high-quality customer experience City staff strives to
provide.
Current LMS System No Longer Supported
Even if the existing system met the City’s needs, Permits+ is so antiquated that it no
longer receives software updates or fixes from the vendor. There are no software
upgrades to the application, and there is little to no technical support from the vendor. If
the system were to fail, support would not be provided from the vendor to resolve the
issue. The immediate solution would be to process permits and other customer requests
by hand until the system could be fixed or replaced. Such a circumstance would likely
result in an unacceptable standstill in permit processing; potentially impacting over 250
permits and over 600 customer visits on average each month for Building alone, which
does not include the customer service seen in each of these additional divisions; planning,
code enforcement, transportation, and engineering.
Software Solicitation and Funding
Staff began planning for a replacement of this software three years ago. On March 7,
2017 and as part of the FY 16-17 Mid-Year Budget, the City committed $1.5 million, a
portion of its budgetary surplus in the General Fund, and transferred it to the ITRF for the
future replacement of the City’s LMS.
Using those funds, staff completed a formal Request for Proposals (RFP) to secure a
software-selection consultant to assist in identifying the most appropriate software for the
City. The City approved a contract with Soft Resources Software Consulting (Soft
Resources) on February 21, 2017 for an as-is study, project management and RFP
assistance. Soft Resources developed a needs assessment based on interviews and
workshops with multiple City divisions/departments and developed a detailed list of
requirements and specifications for the new LMS.
A formal RFP for the LMS software was released on November 22, 2017, and a team of
seven staff evaluators representing seven City divisions evaluated the six proposals from
the following vendors: Accela, Davenport Group, MainStar, Superion, Tyler, and
Viewpoint. After the initial review, staff determined that two of the vendors, MainStar and
Davenport Group, did not conform to the terms of the RFP and were ultimately deemed
non-responsive.
The remaining proposals were evaluated based on the functionality of the software, depth
of technology, vendor viability, cost, and implementation plan. Subsequent to the
evaluations of the proposals, the vendors each provided the evaluation team with a
multiple day live demonstration of their software. The evaluation team subsequently
3
scored the vendors based on their demonstrations, focusing on each software’s overall
functionality including: land management, permitting and planning, inspections, code
enforcement, business license, and central cashiering. The final weighted scores of the
proposals and corresponding demonstrations revealed two top candidates. The two top
candidates were further evaluated by a follow-up demonstration, extensive reference
checks, and a best and final offer request based on a more detailed final scope of work.
The evaluation team recommended Tyler Technologies as the top candidate.
On February 19, 2019, the City Council committed the remaining $700,000 needed for
the project budget which was made possible by the repayment of the remainder of a 2007
loan from the General Fund to the Park Development Fees Fund. After a thorough
evaluation of the contract terms, scope of work, and investment summary, staff is
prepared to proceed with the implementation process.
ANALYSIS:
Tyler’s Energov Solution
Staff is recommending the City acquire Tyler Technologies’ Energov Solution as its new
LMS software. This recommendation is based on the evaluation of each of the proposers
and the ability of this software to meet the City’s needs. Tyler Technologies offers a wide
range of software modules with the flexibility for the City to configure a system which
serves its needs. Tyler Technologies is used successfully by many cities within Southern
California and Orange County. The Tyler Energov solution will provide:
• a City-wide system which will serve all departments that process applications,
permits, licenses, and citations;
• data conversion so that all records from multiple databases, from 1998 to the
present, will be consolidated and stored in the new system;
• a one-stop shop for all property information in the City, both public and private;
• a spatially-based database, which allows for permits, licenses, etc. to be geocoded
and integrated with the City’s GIS system;
• a solution that will ensure the submittal process is more transparent through an
online public portal allowing patrons to search the database and applicants to track
their project status;
• a more streamlined application and permitting process that allows for easy
information retrieval and greater ease and quality in information reporting;
• a paperless process with online submittal and electronic plan review, which will be
more environmentally-friendly, and time and resource-efficient;
• field applications that allow for information to be viewed and added while staff is
offsite;
• a system which will increase efficiency, accuracy, and expediency of service by
providing staff with project-specific workflow that allows for project tracking from
submittal to final inspection and creates an integrated database from which staff can
conduct universal searches, provide input, upload documents, and respond to
application, permit, license, and citation action items and requests;
4
• a system which provides a configurable personalized dashboard for each user and
includes universal querying and configurable reports so that most work can be
done and information can be extracted from the system without causing an
unreasonable burden to IT staff.
Cumulatively, the above items will provide additional work capacity, enhance public service
and provide potential cost savings to the City.
The proposed appropriation includes a portion of the budget set aside to assist with the
integration with Laserfiche, a paperless document management system, to ensure one
central repository for all critical City information. The system has been reviewed to ensure
it can function successfully with any future updates to the City’s existing financial system,
which will be replaced with a new enterprise resource planning (ERP) system upon the
completion of the LMS implementation. Any integration between LMS and ERP will occur
as a part of the ERP system replacement and has not been included in the proposed
project appropriation.
Implementation Team
Tyler Technologies will provide an implementation team to assist with a successful
software launch and transition. In addition, the City needs to have a team of its own to
support the implementation. Tyler’s implementation plan relies on City staff to assist
throughout the project. City staff will be assisting in configuration, report writing, workflow
assistance, and ensuring City policies, processes, procedures, requirements, and needs
are met by the Tyler team. This City team includes a Project Manager, Implementation
Consultant, members of the City’s executive team, a staff stakeholders group, subject
matter experts, Information Technology experts and administrators, report writers and
documenters, and software testing resources. The roles, groups, and committees have
already been established and are providing input and content in preparation for the
implementation and will continue to be critical in all stages of the implementation process.
There will be a substantial workload required for implementation over the approximately
two-year implementation period.
Project Budget
The proposed LMS project budget includes direct and indirect costs for the acquisition
and implementation of a new LMS. This includes Tyler Technologies software and
implementation services, staff augmentation needs, hardware necessary for the
establishment of the system as well as hardware needed for end users to operate the
system and third party software needed to ensure integration with other City systems and
to allow for paperless processing. Below is the proposed budget for this project.
5
TABLE 2. PROPOSED BUDGET
Budget Item Amount Percent Share
Tyler Technology Software and
Implementation Services
$901,606 40.9%
Additional Third-Party Software $25,840 1.2%
Hardware $133,551 6.1%
Project Management/Staff Augmentation $833,390 37.9%
Contingency $305,613 13.9%
Total Project Budget $2,200,000 100%
Less: Amount Incurred for
Soft Resources Contract
(85,752)
Less: Programmer Analyst II (139,555)
Budget Adjustment Requested $1,974,693
Tyler Technology Software
Tyler Technologies will provide software and 70 named user licenses and additional
licenses for the Fire Department to access the system. The licenses will cover users in
the following Divisions: Planning, Building, Engineering, Transportation, Community
Improvement, Fire Prevention, Financial Operations – Treasury Section for business
licenses and web services. The system comes with payment processing tools, citizen
self-service modules that support submittal and review of all applications, permits,
licenses, and citations, workforce applications so inspectors and code enforcement
officers can access the system in the field, a public portal that can serve up the information
on the web, integration with Geographic Information Systems so the City’s spatial and
property information can be linked to the software, integration with electronic plan review,
other necessary integration and configuration tools and application programming
interfaces and two hundred standard data reports.
Tyler Technologies Implementation Services
Tyler Technologies will be providing expert assistance throughout the implementation
process. Tyler will assist the City in developing a permitting structure and workflow and
configure the software to serve the needs of each division and department. Tyler will
provide complete data conversion of all of the City’s records in its existing databases;
specifically, Permits+, HDL, RMS, QAscend, and some Excel lists would be converted to
the new system with minimal support from City staff. Tyler will configure key reports and
forms, as well. Tyler will also be training staff throughout the process to allow staff to
assist in the configuration and become subject matter experts by launch date.
Third-Party Software
Third-party software includes additional GIS licenses to allow for a greater number of staff
members to create GIS content for Energov and greater spatial analysis from data in
6
Energov after implementation, Bluebeam software to allow for electronic plan review, and
a Laserfiche integration software to allow for information stored in Energov to be
transferred to Laserfiche in an organized manner.
Hardware
There are two types of hardware included in the proposed budget. The first is the
acquisition of additional servers, which are necessary to set up the GIS platform for the
Tyler Energov solution. These servers need to be purchased and installed prior to
software implementation. Staff solicited quotes for the additional servers from its existing
vendor, CDW -Government, and Dell Marketing, L.P. (Attachment 2), based on its
National Association of State Procurement Officials (NASPO) ValuePoint Cooperative
Purchasing Program Master Agreement (Attachment 3). Purchasing this equipment
through the State of California’s Participating Addendum (Attachment 4) meets all
requirements set forth in the City of Costa Mesa’s Purchasing Policy as permitted by
Section 2-165(b)(5) of the Costa Mesa Municipal Code and all requirements set forth by
the State of California in regards to regional, state, and national cooperative purchasing
agreements. Staff has previously utilized this cooperative agreement with Dell Marketing,
L.P for the first phase of the Desktop Computer Replacement Program. Consequently,
staff is recommending approval of a purchase order with Dell Marketing, L.P. for an
amount of $52,157.75. The remainder of the hardware budget will be used to make the
operation of the system possible for the end user. The new LMS system will require
additional hardware (monitors, tablets, scanners, etc.) for staff so that large sets of plans
can be reviewed electronically, staff members can review and input data in the field, and
information that is hard copied can be digitized.
Project Management and Staff Augmentation
Implementing a new LMS takes a great deal of staff effort and time. Tyler also requires
that key staff members take on critical roles throughout the process to ensure that the
implementation is successful and that staff are properly trained before the system goes
live. To ensure that staff is able to participate in the critical components of system launch,
staff is proposing that the City acquire an implementation consultant with specific
expertise in the implementation of an LMS. The implementation expert will ensure the
City stays on schedule, on budget, and uses staff resources when most appropriate.
Additional staff augmentation support includes limited-term, part-time interns to assist the
project managers in the coordination, scheduling, and documentation required throughout
the process. The budget also includes staff augmentation allotments for participating City
departments to ensure the departments are able to commit key staff members to LMS
implementation during several short, intermittent periods totaling approximately four
months throughout a two-year implementation process.
The final component of staff augmentation is budgeting for a Programmer Analyst II in the
City’s IT Department. The City-wide scale of the LMS system, coupled with lower than
optimal staffing levels, necessitates an additional Programmer Analyst position in IT to
support the system not only during implementation but to maintain it thereafter. This
7
position was included in the FY 19/20 Budget. The LMS budget covers the cost of the
Programmer Analyst II position for FY 19/20 at $139,555. After this fiscal year, the position
would be budgeted within the IT Department’s annual operating budget and would be
funded in the General Fund. This position’s initial responsibility will be the implementation
of the software but will transition to maintenance and updates after implementation and
will be necessary to ensure the City is able to use this software to its fullest.
Contingency
This budget is reasonably conservative, but with any software launch of this magnitude
there may arise unforeseen costs that require use of a contingency. To ensure this project
can be completed successfully, a $305,613 contingency (13.9 percent of the proposed
budget) is included. Most cities that staff has contacted, regardless of the software, have
needed a contingency to address unforeseen issues; therefore, this amount is critical to
a successful project implementation. Subject to City Council approval, an estimated
$100,000 of this contingency budget is included for potential change orders to the Tyler
Technologies software and implementation services agreement, if needed.
Timeline
The duration of LMS implementation is approximately two years. It will take approximately
four months to acquire and install the hardware and GIS platform necessary for the LMS.
Tyler’s team will then commence its six-stage implementation approach which includes:
1) initiate and plan; 2) assess and define, which is knowledge transfer between Tyler, in
regards to functionality of software, and the City, in regards to its processes and
procedures; 3) build and validate, which includes Tyler’s team configuring the system per
the City’s specifications and City staff approving the configurations; 4) final testing and
training; 5) production cutover, which includes final data conversion and going live with
new system; and 6) address any remaining issues and close out the project. The
projected timeline from Tyler is one year to 18 months. Once Tyler has implemented the
system, additional training, report writing, and documentation will continue to ensure that
all staff members have everything necessary to successfully navigate the system, the City
has a record of the configuration and the workflow, and procedures and policies are
finalized to ensure the new system is operating successfully.
While two years may seem like a long time, it is the general time needed for any LMS
implementation. Each stage is necessary to ensure hardware is installed properly,
software is configured correctly, all systems are integrated acceptably, data is transferred
accurately and precisely, and procedures are in place to ensure the system is used
appropriately and efficiently.
In accordance with the City’s Purchasing Policy, staff will return to the City Council in the
coming months for approval of agreements for an implementation consultant and the third-
party software packages described in this report.
8
ALTERNATIVES CONSIDERED:
The existing LMS system is outdated and unsupported by the software vendor; the system
should be replaced. Staff recommends acquiring a new LMS system with Tyler
Technologies. However, the City Council could also consider one of the following
alternatives:
Alternative 1: The City Council could consider upgrading Permits+ and staying with the
City’s current vendor Accela. However, the version the City has is so obsolete the process
would be as comprehensive and costly as implementing a new system. On a related note,
Accela submitted a proposal with costs that exceeded the project budget and Tyler
Technologies proposal. Additionally, while Accela was considered by the evaluation team,
it was ultimately not recommended as the top candidate based on the functionality of its
system and the City’s technology needs.
Alternative 2: The City Council could reject Tyler’s proposal and consider an alternate
vendor. However, of the six vendors that responded to the RFP, Tyler Technologies’
software and proposed implementation best met the City’s needs and budget, as
determined by the proposal evaluation team.
Alternative 3: The City Council could reject Tyler’s proposal and direct staff to continue
utilizing the City’s existing software. Since the software is currently not supported, the
software could fail at any time and at that point the City would have to replace the system
or patch the system while all permits, applications, and inspections were done on paper
until a new system was acquired and implemented.
FISCAL REVIEW:
Funding for LMS acquisition and implementation is available from previously earmarked
fund in the ITRF. Subject to City Council approval, a budget adjustment will be executed
appropriating the remaining unspent balance of $1,974,693 from committed fund balance
in the ITRF to the project budget.
The proposed budget covers the initial software acquisition and implementation costs. This
budget does not cover ongoing annual costs associated with the Programmer Analyst II
position or ongoing annual costs for the software. Both of these costs would be budgeted
annually as part of the IT Department’s General Fund budget starting in FY 20/21.
The ongoing annual costs for the new LMS and associated third-party software systems,
including Energov, Bluebeam, and an estimate for Laserfiche integration services, starting
in FY 20/21 is $146,540. Also, ongoing annual software costs may be subject to an annual
increase each year just like current ongoing annual costs. The Tyler Energov solution has
limited these increases to three percent (3%) annually for years two through five and five
percent (5%) annually for years six through eight. The annual software costs the City
currently pays for its collection of systems is $53,746 resulting in a $92,794 increase with
the new system. While this is a significant increase, the new software provides new and
substantially improved functionality compared to the City’s current system (including the
9
ability to perform electronic plan review and have a permit system that is integrated with
Laserfiche). In addition, the anticipated annual costs are consistent with all other modern
LMS options considered. If the City stops paying these ongoing costs, significant modules
of the system will no longer be available. This is because some modules of the Tyler
Energov solution and third-party solutions are provided as “software as a service” so
ongoing payment must be made to continue to use the software. Therefore, payment of
these costs are critical for the use of the system, as a whole.
Table 3. Ongoing Annual Software Costs Comparison
Current FY 19/20 Costs Proposed FY 20/21 Costs
Software Annual Cost Software Annual Cost
Permits+ - Unsupported LMS $27,506 Tyler Energov
(LMS, Business License, Public
Portal Service Requests)
$135,700*
HDL - Business License $9,240 Blue Beam (e-Plan Review) $2,340
QAscend - Public Portal Service
Request
$17,000 Integration to Laserfiche $8,500
Total $53,746 Total $146,540
*Contract specifies annual rate increase on annual costs not to exceed 3% for the next five years
and 5% for the following three years.
COUNCIL GOALS AND PRIORITIES:
The proposed Land Management System implementation and vendor selection would
address City Council Goals 3(a), 3(c), 6(b), 6(d), and 6(f). The system will increase
sustainable practices and cost efficiencies by implementing a system which can provide
paperless services through the plan check, permitting, licensing, citation, and application life
cycles. This will result in a considerable reduction to ongoing costs for paper, ink, and
maintenance. The update of the LMS is a substantial upgrade to the hardware and software
the City currently has and will significantly improve constituent services, especially through
the public portal which will provide a one-stop shop for all submittals and service requests.
This public portal will provide a great deal of additional information and transparency to the
public about public and private projects occurring in the City. Finally, this system will
drastically improve the accuracy and quality of development and enforcement information
that can be produced from the system for the entire City.
LEGAL REVIEW:
The City Attorney’s Office has reviewed this report and the service agreement with Tyler
Technologies and approved them as to form.
10
CONCLUSION:
Staff recommends that the City Council:
1. Approve a budget adjustment appropriating $1,974,693 from committed fund
balance in the Information Technology Replacement Fund (ITRF) for the acquisition
and implementation of a new land management system (LMS); and
2. Approve the proposed software and implementation services agreement with Tyler
Technologies for a not-to-exceed amount of $901,606 (Attachment 1); and
3. Authorize the City Manager and City Clerk to execute the proposed agreement and
future amendments to the agreement; and
4. Authorize a contract contingency of up to $100,000, if needed; and
5. Authorize the City Manager to execute a purchase order with Dell Marketing, L.P. for
the purchase of servers and support hardware necessary to implement the new
system for a not-to-exceed amount of $52,157.75.
DANIEL INLOES, AICP BARRY CURTIS, AICP
Economic Development Administrator Economic & Development Services
Director
KELLY A. TELFORD, CPA STEVE ELY
Director of Finance Information Technology Director
KIMBERLY HALL BARLOW
City Attorney
ATTACHMENTS: 1 Proposed Service Agreement with Tyler
Technologies
11
2
3
4
Server Quote from Dell Marketing, L.P.
NASPO Master Agreement No.
MNWNC-108 and Amendment No. 1
with Marketing, L.P.
California Participating Addendum
12
1
LICENSE AND SERVICES AGREEMENT
This License and Services Agreement is made between Tyler Technologies, Inc. and Client.
WHEREAS, Client selected Tyler to license the software products and perform the services set forth in the
Investment Summary and Statement of Work and Tyler desires to perform such actions 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 License and Services Agreement, including Exhibits and Schedules attached
hereto.
•“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 the City of Costa Mesa, California.
•“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.
•“Developer” means a third party who owns the intellectual property rights to Third Party Software.
•“Documentation” means any online 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 on which your authorized representative signs 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 software, products, and services
attached as Exhibit A.
•“Invoicing and Payment Policy” means the documented invoicing and payment procedures. A copy of
our current Invoicing and Payment Policy is attached as Exhibit B.
•“Maintenance and Support Agreement” means the terms and conditions governing the provision of
maintenance and support services to Client. Client’s Maintenance and Support Agreement is attached
as Exhibit C.
•“Statement of Work” means the industry standard implementation plan describing how Tyler’s
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 channels and methods applicable to all of our customers
Attachment 1
2
who have licensed the Tyler Software. A copy of our current Support Call Process is attached as
Schedule 1 to Exhibit C.
• “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.
• “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 Software” means the third party software, if any, identified in the Investment Summary.
• “Third Party Services” means the third party services, if any, identified in the Investment Summary.
• “Tyler” means Tyler Technologies, Inc., a Delaware corporation.
• “Tyler Software” means Tyler’s 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 – SOFTWARE LICENSE
1. License Grant and Restrictions.
1.1 We grant to you a license to use the Tyler Software for your internal business purposes only, in the
scope of the internal business purposes disclosed to us as of the Effective Date. You may make copies of
the Tyler Software for backup and testing, training and development purposes, so long as such copies
are not used in production and the testing, training and development is for internal use only. Your rights
to use the Tyler Software are perpetual but may be revoked if you do not comply with the terms of this
Agreement.
1.2 Without limiting the terms of Section 1.1, you understand and agree that the EnerGov Fire Station
License and Tyler University – EnerGov Access modules set forth in the Investment Summary are
licensed to you on a subscription basis. If you do not pay the required annual fee in accordance with the
Invoicing and Payment Policy, your license to use the associated module will be suspended unless and
until payment in full has been made.
1.3 The Documentation is licensed to you and may be used and copied by your employees for internal, non-
commercial reference purposes only.
1.4 You may not: (a) transfer or assign the Tyler Software to a third party; (b) reverse engineer, decompile,
or disassemble the Tyler Software; (c) rent, lease, lend, or provide commercial hosting services with the
Tyler Software; or (d) publish or otherwise disclose the Tyler Software or Documentation to third
parties.
1.5 The license terms in this Agreement apply to updates and enhancements we may provide to you or
make available to you through your Maintenance and Support Agreement.
1.6 The right to transfer the Tyler Software to a replacement hardware system is included in your license.
You will give us advance written notice of any such transfer and will pay us for any required or
requested technical assistance from us associated with such transfer.
1.7 Where applicable with respect to our applications that take or process card payment data, we are
responsible for the security of cardholder data that we possess, including functions relating to storing,
3
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 Attestation of Compliance, which can be found at
https://www.tylertech.com/about-us/compliance, and in the event of any change in our status, will
comply with applicable notice requirements. Should the compliance standards change and PCI
compliance is no longer available, we will make every reasonable effort to come into compliance with a
substantively equivalent compliance regime for payment card processing within a commercially
reasonable period of time.
1.8 We reserve all rights not expressly granted to you in this Agreement. The Tyler Software and
Documentation are protected by copyright and other intellectual property laws and treaties. We own
the title, copyright, and other intellectual property rights in the Tyler Software and the Documentation.
The Tyler Software is licensed, not sold.
2. License Fees. You agree to pay us the license fees in the amounts set forth in the Investment Summary.
Those amounts are payable in accordance with our Invoicing and Payment Policy.
3. Escrow. We maintain an escrow agreement with a third party under which we place the source code for
each major release of the Tyler Software. You may be added as a beneficiary to the escrow agreement by
completing a standard beneficiary enrollment form and paying the annual beneficiary fee set forth in the
Investment Summary. You will be responsible for maintaining your ongoing status as a beneficiary, including
payment of the then-current annual beneficiary fees. Release of source code for the Tyler Software is
strictly governed by the terms of the escrow agreement.
4. Limited Warranty. We warrant that the Tyler Software will be without Defect(s) as long as you have a
Maintenance and Support Agreement in effect. If the Tyler Software does not perform as warranted, we will
use all reasonable efforts, consistent with industry standards, to cure the Defect as set forth in the
Maintenance and Support Agreement.
SECTION C – PROFESSIONAL SERVICES
1. 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 undisputed 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 as described in the Statement of
Work, based upon our knowledge and experience of the work required to complete the implementation set
forth in Statement of Work as of the Effective Date. We acknowledge that the cost estimates set forth in the
Investment Summary were a material inducement to Client entering into this Agreement and that Client, as
a public entity, has budgeted specifically for the costs set forth in the Investment Summary. If
implementation costs will exceed the estimates set forth in the Investment Summary, we will notify you of
same and provide an estimate of the costs required to complete such tasks. We will bill you the actual fees
incurred based on the in-scope services provided to you, with the exception of the data conversion which is
set at a fix cost. 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. We will not add services or hours beyond
4
those estimated in the Investment Summary to this Agreement without your prior written consent. The City
must be notified and give written approval before additional hours, beyond those estimated in the
investment summary are worked, otherwise the City is not obligated to pay for the additional 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 integration and 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 costs for the additional work. The price quotes in the addendum or change order
will be valid for thirty (30) days from the date of the quote. The addendum or change order will not go into
effect until Tyler and the Client mutually agree to the changes and is signed by an authorized signatory of
the Client.
4. Cancellation. We make all reasonable efforts to schedule our personnel for travel, including arranging travel
reservations, at least two (2) weeks in advance of commitments. Therefore, if you cancel services less than
two (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 with cancelled 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. The City will be
provided a tentative schedule of commitments, and any rescheduled commitments will be for a time
mutually agreed upon by you and us. Any cancelation within the two weeks prior to a scheduled
commitment that was a direct result of Tyler deliverables not being provided on schedule shall be exempt
from this cost liability.
5. Services Warranty. We will perform the services in a professional, workmanlike manner, consistent with
industry standards, and in accordance with the mutually-agreed upon Statement of Work and
implementation schedule. 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. You further agree to provide a
reasonably suitable environment, location, and space for the installation of the Tyler Software and any Third
Party Products, including, without limitation, sufficient electrical circuits, cables, and other reasonably
necessary items required for the installation and operation of the Tyler Software and any Third Party
Products.
7. Client Assistance. You acknowledge that the implementation of the Tyler Software is a cooperative process
requiring the time and resources of your personnel. You agree to use all reasonable efforts to cooperate
with and assist us as may be reasonably required to meet the agreed upon project 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).
SECTION D – MAINTENANCE AND SUPPORT
5
This Agreement includes the period of free maintenance and support services identified in the Invoicing and
Payment Policy. If you have purchased ongoing maintenance and support services, and continue to make
timely payments for them according to our Invoicing and Payment Policy, we will provide you with
maintenance and support services for the Tyler Software under the terms of our Maintenance and Support
Agreement, Exhibit C.
If you have opted not to purchase ongoing maintenance and support services for the Tyler Software, the
Maintenance and Support Agreement does not apply to you. Instead, you will only receive ongoing
maintenance and support on the Tyler Software on a time and materials basis. In addition, you will:
(i) receive the lowest priority under our Support Call Process;
(ii) be required to purchase new releases of the Tyler Software, including fixes, enhancements and
patches;
(iii) be charged our then-current rates for support services, or such other rates that we may
consider necessary to account for your lack of ongoing training on the Tyler Software;
(iv) be charged for a minimum of two (2) hours of support services for every support call; and
(v) not be granted access to the support website for the Tyler Software or the Tyler Community
Forum.
SECTION E – THIRD PARTY PRODUCTS
To the extent there are any third party products or services from ESRI, Bluebeam or Laserfiche integration
software set forth in the Investment Summary or in the Statement of Work, and to the extent that the City has
elected to purchase any such third party services or products due to the interoperability of such products with
the Tyler Software as of the Effective Date of this Agreement, Tyler will cooperate in good faith with such third
party vendors and the Client during the implementation of the Tyler Software to ensure the integration of such
third party product with the Tyler Software.
To the extent there are any Third Party Products set forth in the Investment Summary, the following terms and
conditions will apply:
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. Upon payment in full of the Third Party Software license fees, you will receive a non-
transferable license to use the Third Party Software and related documentation for your internal business
purposes only. Your license rights to the Third Party Software will be governed by the Third Party Terms.
2.1 We will install onsite the Third Party Software. The installation cost is included in the installation fee in
the Investment Summary.
2.2 If the Developer charges a fee for future updates, releases, or other enhancements to the Third Party
Software, you will be required to pay such additional future fee.
2.3 The right to transfer the Third Party Software to a replacement hardware system is governed by the
Developer. You will give us advance written notice of any such transfer and will pay us for any required
or requested technical assistance from us associated with such transfer.
6
3. Third Party Products Warranties.
3.1 We are authorized by each Developer to grant or transfer the licenses 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.
5. Maintenance. If you have a Maintenance and Support Agreement in effect, you may report defects and
other issues related to the Third Party Software directly to us, and we will (a) directly address the defect or
issue, to the extent it relates to our interface with the Third Party Software; and/or (b) facilitate resolution
with the Developer, to the extent it relates to an issue that includes information coming from or going to our
system, unless that Developer requires that you have a separate, direct maintenance agreement in effect
with that Developer. In all events, if you do not have a Maintenance and Support Agreement in effect with
us, you will be responsible for resolving defects and other issues related to the Third Party Software directly
with the Developer.
SECTION F – INVOICING AND PAYMENT; INVOICE DISPUTES
1. Invoicing and Payment. We will invoice you for all fees set forth in the Investment Summary per our
Invoicing and Payment Policy, subject to Section F(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 forty (40) 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
services, including maintenance and support services, if you fail to pay an invoice not disputed as described
above within thirty (30) days of notice of our intent to do so.
SECTION G – TERMINATION
1. For Cause. If you believe we have materially breached this Agreement, you will invoke the Dispute
Resolution clause set forth in Section I(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 material breach of this Agreement within
the thirty (30) day window set forth in Section I(3). In the event of termination for cause, you will pay us for
all undisputed fees and expenses related to the software, products, and/or services you have received, or
7
we have incurred or delivered, prior to the effective date of termination.
2. Lack of Appropriations. If you should not appropriate or otherwise receive funds sufficient to purchase,
lease, operate, or maintain the software or services set forth in this Agreement, you may unilaterally
terminate this Agreement effective on the final day of the fiscal year through which you have funding. You
will make every effort to give us at least thirty (30) days written notice prior to a termination for lack of
appropriations. In the event of termination due to a lack of appropriations, you will pay us for all
undisputed fees and expenses related to the software and/or services you have received, or we have
incurred or delivered, prior to the effective date of termination. Any disputed fees and expenses must have
been submitted to the Invoice Dispute process set forth in Section F(2) at the time of termination in order to
be withheld at termination. You will not be entitled to a refund or offset of previously paid license and
other fees.
3. Force Majeure. You or we may terminate this Agreement without liability if a Force Majeure event suspends
performance of scheduled tasks for a period of forty-five (45) days or more. In the event of termination due
to Force Majeure, you will pay us for all undisputed fees and expenses related to the software and/or
services you have received, or we have incurred or delivered, prior to the effective date of termination. Any
disputed fees and expenses must have been submitted to the Invoice Dispute process set forth in Section
F(2) at the time of termination in order to be withheld at termination. You will not be entitled to a refund or
offset of previously paid license and other fees.
SECTION H – 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 H(1) will not apply to the extent the claim or adverse final judgment is
based on your: (a) use of a previous version of the Tyler Software and the claim would have been
avoided had you installed and used the current version of the Tyler Software, and we provided notice of
that requirement to you; (b) combining the Tyler Software with any product or device not provided,
contemplated, or approved by us; (c) altering or modifying the Tyler Software, including any
modification by third parties at your direction or otherwise permitted by you; (d) use of the Tyler
Software in contradiction of this Agreement, including with non-licensed third parties; or (e) willful
infringement, including use of the Tyler Software after we notify you to discontinue use due to such a
claim.
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.
8
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; (c) replace it with a functional equivalent; or (d) terminate your
license and refund the license fees paid for the infringing Tyler Software, as depreciated on a straight-
line basis measured from the Effective Date or over seven (7) years from the Effective Date, whichever is
shorter. We will pursue those options in the order listed herein. 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 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, EACH
PARTY’S 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 ACTUAL
DIRECT DAMAGES, NOT TO EXCEED (A) PRIOR TO FORMAL TRANSITION TO MAINTENANCE AND SUPPORT,
THE TOTAL ONE-TIME FEES SET FORTH IN THE INVESTMENT SUMMARY; OR (B) AFTER FORMAL
TRANSITION TO MAINTENANCE AND SUPPORT, THE THEN-CURRENT ANNUAL MAINTENANCE AND
SUPPORT FEE. 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 H(1) AND H(2).
5. EXCLUSION OF CERTAIN DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO
EVENT SHALL EITHER PARTY BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT, OR
CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF THE PARTY HAS BEEN ADVISED OF THE POSSIBILITY
9
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; (b) Automobile Liability
of at least $1,000,000; (c) Professional Liability of at least $1,000,000; (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. We will
provide you with copies of certificates of insurance upon execution of this Agreement. We will provide you
with notice of cancellation, non-renewal or reduction in our insurance coverages below the minimum
requirements set forth in this Agreement within thirty (30) days thereof. We agree that our insurance is
primary for claims under our Commercial General Liability or Automobile Liability policies that arise out of or
relate to this Agreement and are between us and you.
SECTION I – GENERAL TERMS AND CONDITIONS
1. 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, and thereafter at our then-
current list price, 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 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. To the extent allowed under applicable law, 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. 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
10
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, sexual orientation, 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.
We will provide you with written notice in the event of such an assignment.
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, the party whose performance is
delayed provides the other party with written notice explaining the 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 have 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 of this 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 delivered 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
11
employee or agent of the receiving party; (c) upon receipt by sender of proof of email delivery; or (d) if not
actually received, 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 law. Each party agrees that it will not disclose any confidential
information of the other party without the other party’s written consent and further agrees to take all
reasonable 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 the State
of California, 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.
12
22. Contract Documents and Order of Precedence. This Agreement includes the following Exhibits:
Exhibit A Investment Summary
Exhibit B Invoicing and Payment Policy
Schedule 1: Business Travel Policy
Exhibit C Maintenance and Support Agreement
Schedule 1: Support Call Process
Exhibit D Third Party Terms
Exhibit E Statement of Work
In the event of a conflict in the various contract documents listed above, the conflicting language will be
interpreted and resolved according to the following order of precedence:
a. License and Services Agreement
b. Exhibit A (Investment Summary) and Exhibit E (Statement of Work)
c. Exhibit B through Exhibit D
IN WITNESS WHEREOF, a duly authorized representative of each party has executed this Agreement as of the
date(s) set forth below.
Tyler Technologies, Inc. City of Costa Mesa, California
By: By:
Name: Name:
Title: Title:
Date: Date:
Address for Notices: Address for Notices:
Tyler Technologies, Inc. City of Costa Mesa
One Tyler Drive 77 Fair Drive
Yarmouth, ME 04096 Costa Mesa, CA 92626
Attn: Chief Legal Officer Attn: Economic & Development Services Director
13
Exhibit A
Investment Summary
The following Investment Summary details the software, products, 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
Quoted By:Chuck Newberry
Date:4/22/2019
Quote Expiration:12/31/2019
Quote Name:City of Costa Mesa-LGD-EG-PLM
Quote Number:2017-41564
Quote Description:City of Costa Mesa- Option 1 - On-Prem
Sales Quotation For
City of Costa Mesa
PO Box 1200
Costa Mesa, CA 92628-1200
Phone +1 (714) 754-5223
EnerGov Purchase
Description Monthly Fee Users/Units Annual Fee
Core Software:
EnerGov Fire Station License (unlimited users per station) $199.00 6 $14,328.00
Tyler University-EnerGov Access $333.00 1 $4,000.00
Sub-Total: $18,328.00
Less Discount: $720.00
TOTAL: $17,608.00
EnerGov Software
Description License Users/Units Module Total Year One
Maintenance
Core Software:
EnerGov Business Management Suite $2,999.00 6 $17,994.00 $3,600.00
EnerGov Community Development Suite $2,765.00 64 $176,960.00 $35,392.00
Extensions:
2017-41564 - City of Costa Mesa- Option 1 - On-Prem CONFIDENTIAL 1 of 6
EnerGov Software
Description License Users/Units Module Total Year One
Maintenance
EnerGov Central Cashiering SDK $7,500.00 1 $7,500.00 $1,500.00
EnerGov Citizen Self Service - Business Management $29,999.00 1 $29,999.00 $6,000.00
EnerGov Citizen Self Service - Community Development $29,999.00 1 $29,999.00 $6,000.00
EnerGov Community Development SDK $10,000.00 1 $10,000.00 $2,000.00
EnerGov e-Reviews $59,999.00 1 $59,999.00 $12,000.00
EnerGov IG Workforce Apps $999.00 36 $35,964.00 $7,200.00
EnerGov Intelligent Automation Agent $0.00 1 $0.00 $0.00
EnerGov Intelligent Objects $0.00 1 $0.00 $0.00
EnerGov My GovPay $0.00 1 $0.00 $0.00
EnerGov Report Toolkit $7,000.00 1 $7,000.00 $1,400.00
EnerGov VirtualPay $0.00 1 $0.00 $0.00
Citizen Self Service - Tyler 311 & Click2report $29,999.00 1 $29,999.00 $6,000.00
Tyler GIS $35,000.00 1 $35,000.00 $7,000.00
Sub-Total: $440,414.00 $88,092.00
Less Discount: $53,108.00 $0.00
TOTAL: $387,306.00 $88,092.00
EnerGov Annual Services
Description Users/Units Annual Fee
EnerGov Assist Complete 1 $30,000.00
TOTAL: $30,000.00
EnerGov Professional Services
Description Hours/Units Unit Price Extended Price Year One
Maintenance
Custom Report Development (3 pack)1 $9,000.00 $9,000.00 $0.00
Data Conversion Services 1 $102,000.00 $0.00
Dynamic Reports Modifications (10 pack)1 $5,000.00 $5,000.00 $0.00
2017-41564 - City of Costa Mesa- Option 1 - On-Prem CONFIDENTIAL 2 of 6
EnerGov Professional Services
Description Hours/Units Unit Price Extended Price Year One
Maintenance
Fundamentals Review 40 $175.00 $7,000.00 $0.00
Letters and Forms Development (5 pack)1 $6,250.00 $6,250.00 $0.00
Professional Implementation Services 1272 $175.00 $222,600.00 $0.00
Project Management Services 454 $175.00 $79,450.00 $0.00
Training & Production Support Services 280 $175.00 $49,000.00 $0.00
TOTAL: $480,300.00 $0.00
Summary One Time Fees Recurring Fees
Total SaaS $0.00 $17,608.00
Total Tyler Software $387,306.00 $118,092.00
Total Tyler Services $480,300.00 $0.00
Total 3rd Party Hardware, Software and
Services
$0.00 $0.00
Contract Summary Total $867,606.00 $135,700.00
Estimated Travel Expenses $34,000.00
Contract Total $901,606.00
Recuring Fees:
Year 1 $17,608.00
Year 2 $142,485.00
Year 3 $149,609.00
Optional EnerGov Software
Description License Users/Units Module Total Year One
Maintenance
Extensions:
EnerGov IVR $35,999.00 1 $35,999.00 $7,200.00
Sub-Total: $35,999.00 $7,200.00
2017-41564 - City of Costa Mesa- Option 1 - On-Prem CONFIDENTIAL 3 of 6
Optional EnerGov Software
Description License Users/Units Module Total Year One
Maintenance
Less Discount: $4,320.00 $0.00
TOTAL: $31,679.00 $7,200.00
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
EnerGov Discount Detail
Description License License Discount License Net Maintenance
Basis
Year One
Maintenance
Discount
Year One
Maintenance
Net
EnerGov Assist Complete $0.00 $0.00 $0.00 $30,000.00 $0.00 $30,000.00
EnerGov Business Management Suite $17,994.00 $0.00 $17,994.00 $3,600.00 $0.00 $3,600.00
EnerGov Central Cashiering SDK $7,500.00 $900.00 $6,600.00 $1,500.00 $0.00 $1,500.00
EnerGov Citizen Self Service - Business
Management
$29,999.00 $6,000.00 $23,999.00 $6,000.00 $0.00 $6,000.00
EnerGov Citizen Self Service - Community
Development
$29,999.00 $3,600.00 $26,399.00 $6,000.00 $0.00 $6,000.00
EnerGov Community Development SDK $10,000.00 $1,200.00 $8,800.00 $2,000.00 $0.00 $2,000.00
EnerGov Community Development Suite $176,960.00 $21,248.00 $155,712.00 $35,392.00 $0.00 $35,392.00
EnerGov e-Reviews $59,999.00 $7,200.00 $52,799.00 $12,000.00 $0.00 $12,000.00
EnerGov IG Workforce Apps $35,964.00 $4,320.00 $31,644.00 $7,200.00 $0.00 $7,200.00
EnerGov Intelligent Automation Agent $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
EnerGov Intelligent Objects $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
EnerGov My GovPay $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
EnerGov Report Toolkit $7,000.00 $840.00 $6,160.00 $1,400.00 $0.00 $1,400.00
EnerGov VirtualPay $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Citizen Self Service - Tyler 311 & Click2report $29,999.00 $3,600.00 $26,399.00 $6,000.00 $0.00 $6,000.00
2017-41564 - City of Costa Mesa- Option 1 - On-Prem CONFIDENTIAL 4 of 6
EnerGov Discount Detail
Description License License Discount License Net Maintenance
Basis
Year One
Maintenance
Discount
Year One
Maintenance
Net
Tyler GIS $35,000.00 $4,200.00 $30,800.00 $7,000.00 $0.00 $7,000.00
TOTAL:$440,414.00 $53,108.00 $387,306.00 $118,092.00 $0.00 $118,092.00
Optional EnerGov Discount Detail
Description License License Discount License Net Maintenance
Basis
Year One
Maintenance
Discount
Year One
Maintenance
Net
EnerGov IVR $35,999.00 $4,320.00 $31,679.00 $7,200.00 $0.00 $7,200.00
TOTAL:$35,999.00 $4,320.00 $31,679.00 $7,200.00 $0.00 $7,200.00
2017-41564 - City of Costa Mesa- Option 1 - On-Prem CONFIDENTIAL 5 of 6
Comments
EnerGov e-Reviews requires Bluebeam 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
Scope of Services:
¢ Project Management Services = 454 resource hours
¢ System Configuration Services = 1,272 resource hours
¢ Fundamentals Training = 40 resource hours
¢ End User Training & Production Support = 280 resource hours
¢ Report Development Services = See details on quote
¢ Data Conversion Services = 408 resource hours (Fixed Cost)
¢ Travel Expense Estimate based on 20 on-site trips (where a "trip" is defined as onsite travel of up 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 18 Transactions
¢ Unique Business Transactions in Scope (Shared) = up to 30 Transactions
¢ BMP Business Transactions in Scope (Tyler) = up to 10 Transactions
¢ Geo-Rules within Scope (Tyler) = up to 15 Geo-Rules
¢ Geo-Rules within Scope (Shared) = up to 5 Geo-Rules
¢ Intelligent Objects and IAA's within Scope (Tyler) = up to 30 IO/IAA
¢ Custom Reports/Output documents within scope = See details on quote
=¢ Integrations within scope = 1 integration within Scope (agency to leverage TCM API - Laserfiche - to be developed
¢ Data Conversion Sources within scope = Up to 4 large Data Sources and other minor data sources (Permits Plus, HDL, RMS, QAscend, additional smaller excel files or text files). This is a full conversion.
2017-41564 - City of Costa Mesa- Option 1 - On-Prem CONFIDENTIAL 6 of 6
14
Exhibit B
Invoicing and Payment Policy
We will provide you with the software and services set forth in the Investment Summary. Capitalized terms not
otherwise defined will have the meaning assigned to such terms in the Agreement.
Invoicing: We will invoice you for the applicable license and services fees in the Investment Summary as set
forth below. Your rights to dispute any invoice are set forth in the Agreement.
1. Tyler Software.
1.1 License Fees: License fees for the Tyler Software will be invoiced and paid in accordance with the
payment schedule shown below:
Milestone Payment Amount
Contract Fully Executed – 15% of License Fees $58,096.00
Date when Tyler Makes Tyler Software Available for Downloading –
55% of License Fees
$213,019.00
Earlier of Date the City’s first use of the Tyler Software in live
production or 15 months from the Effective Date – 30% of License
Fees
$116,191.00
Total License Fees for Tyler Software $387,306.00
1.2 Maintenance and Support Fees: Year 1 maintenance and support fees are waived through the earlier
of (a) availability of the Tyler Software for use in a live production environment; or (b) fifteen (15)
months from the Effective Date. Year 2 maintenance and support fees, at our then-current rates,
are payable on that earlier-of date, and subsequent maintenance and support fees are invoiced
annually in advance of each anniversary thereof. Your fees for each subsequent year will be set at
our then-current rates. The foregoing notwithstanding, increases to your annual maintenance and
support fees will be limited as shown below. Tyler and the Client will negotiate in good faith the
increases to maintenance and support fees for Year 9 and beyond.
Year Increase Limit
2 Year 1 Maintenance fee plus an additional three
percent (3%) over the Year 1 Maintenance Fee
listed in the Investment Summary.
3 Year 2 Maintenance fee plus an additional three
percent (3%) over the Year 2 Maintenance Fee.
4 Year 3 Maintenance fee plus an additional three
percent (3%) over the Year 3 Maintenance Fee.
5 Year 4 Maintenance fee plus an additional three
percent (3%) over the Year 4 Maintenance Fee.
15
6 Year 5 Maintenance fee plus an additional five
percent (5%) over the Year 5 Maintenance Fee.
7 Year 6 Maintenance fee plus an additional five
percent (5%) over the Year 6 Maintenance Fee.
8 Year 7 Maintenance fee plus an additional five
percent (5%) over the Year 7 Maintenance Fee.
1.3 Subscription Fees: Your initial subscription fees for EnerGov Fire Station License, Tyler University-
EnerGov Access and EnerGov Assist Complete are invoiced fifteen (15) months from the Effective
Date. Subsequent subscription fees are due annually in advance on the anniversary of that date at
our then-current rates, subject to the increase limits that apply to maintenance fees as set forth in
Section 1.2 above.
2. Professional Services.
2.1 Implementation and Other Professional Services (including training and consulting): Implementation
and other professional services (including training) are billed and invoiced as delivered, at the rates
set forth in the Investment Summary.
2.2 Conversions. Fixed-fee conversions are invoiced as follows:
Description of Milestone Payment Amount
Data Conversion Utility mapping
document created and validated. Initial
Data conversion iteration completed. –
50% of fixed cost
$51,000.00
Data Conversion acceptance testing
issues addressed and accepted. - 50%
of fixed cost.
$51,000.00
2.3 Requested Modifications to the Tyler Software: Requested modifications to the Tyler Software are
invoiced 50% upon delivery of specifications and 50% upon delivery of the applicable modification.
You must report any failure of the 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
the Maintenance and Support Agreement.
2.4 Other Fixed Price Services: Except as otherwise provided, other fixed price services are invoiced
upon complete delivery of the service. 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.
2.5 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%
16
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 fees for the Third Party Software, if
any, is invoiced when we make that Third Party Software 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. Tyler will
submit to Client a budget outlining estimated travel expenses prior to each travel commitment. City will
reimburse Tyler for actual and reasonable travel expenses. Expenses for Tyler delivered services will be
billed as incurred and only in accordance with our then-current Business Travel Policy, the current
version of which as of the Effective Date is set forth in Schedule 1. Copies of receipts will be provided
upon request. Receipts for miscellaneous items less than twenty-five dollars and mileage logs will be
provided to the extent they are 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: Wells Fargo Bank, N.A.
420 Montgomery
San Francisco, CA 94104
ABA: 121000248
Account: 4124302472
Beneficiary: Tyler Technologies, Inc. – Operating
17
Exhibit B
Schedule 1
Business Travel Policy
1. Air Travel
A. Reservations & Tickets
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, if charged, 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.
18
2. Ground Transportation
A. Private Automobile
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 or ride services such as Uber or Lyft 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 maids and other hotel staff are included in the per diem rate and are not reimbursed
19
separately.
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 while 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 Defense and will 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 Lunch and dinner
Depart after 12:00 noon
Return Day
Dinner
Return before 12:00 noon Breakfast
Return between 12:00 noon & 7:00 p.m. Breakfast and Lunch
Return after 7:00 p.m.* 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 individual 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
lunch on an expense report. Employees on same day travel status are eligible to claim dinner in the
event they return home after 7:00 p.m.*
20
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
5. Internet Access – Hotels and Airports
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.
21
Exhibit C
Maintenance and Support Agreement
We will provide you with the following maintenance and support services for the Tyler Software. Capitalized
terms not otherwise defined will have the meaning assigned to such terms in the Agreement.
1. Term. We provide maintenance and support services on an annual basis. The initial term commences on
the Effective Date and remains in effect for one (1) year. The term will renew automatically for additional
one (1) year terms unless terminated in writing by either party at least thirty (30) days prior to the end of
the then-current term. We will adjust the term to match your first use of the Tyler Software in live
production if that event precedes 15 months after the Effective Date.
2. Maintenance and Support Fees. Your year 1 maintenance and support fees for the Tyler Software are listed
in the Investment Summary, and your payment obligations are set forth in the Invoicing and Payment Policy.
We reserve the right to suspend maintenance and support services if you fail to pay undisputed
maintenance and support fees within thirty (30) days of our written notice. We will reinstate maintenance
and support services only if you pay all past due maintenance and support fees, including all fees for the
periods during which services were suspended.
3. Maintenance and Support Services. As long as you are not using the Help Desk as a substitute for our
training services on the Tyler Software, and you timely pay your maintenance and support fees, we will,
consistent with our then-current Support Call Process, Schedule 1:
3.1 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); provided, however, that if you modify the Tyler Software
without our consent, our obligation to provide maintenance and support services on and warrant the
Tyler Software will be void;
3.2 provide telephone support during our established support hours;
3.3 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;
3.4 provide you with a copy of 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
3.5 provide non-Defect resolution support of prior releases of the Tyler Software in accordance with our
then-current release life cycle policy.
4. Client Responsibilities. We will use all reasonable efforts to perform any maintenance and support services
22
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 a VPN for backup connectivity purposes.
5. Hardware and Other Systems. If you are a self-hosted customer and, in the process of diagnosing a software
support issue, it is discovered that one of your peripheral systems or other software is the cause of the
issue, we will notify you so that you may contact the support agency for that peripheral system. We cannot
support or maintain Third Party Products except as expressly set forth in the Agreement.
In order for us to provide the highest level of software support, you bear the following responsibility related
to hardware and software:
(a) All infrastructure executing Tyler Software shall be managed by you;
(b) You will maintain support contracts for all non-Tyler software associated with Tyler Software (including
operating systems and database management systems, but excluding Third-Party Software, if any); and
(c) You will perform daily database backups and verify that those backups are successful.
6. Other Excluded Services. Maintenance and support fees do not include fees for the following services: (a)
initial installation or implementation of the Tyler Software; (b) onsite maintenance and support (unless Tyler
cannot remotely correct a Defect in the Tyler Software, as set forth above); (c) application design; (d) other
consulting services; (e) maintenance and support of an operating system or hardware, unless you are a
hosted customer; (f) support outside our normal business hours as listed in our then-current Support Call
Process, Schedule 1; or (g) installation, training services, or third party product costs related to a new
release. Requested maintenance and support 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.
7. Current Support Call Process. Our current Support Call Process for the Tyler Software is attached to this
Exhibit C, Schedule 1.
23
Exhibit C
Schedule 1
Support Call Process
Support Channels
Tyler Technologies, Inc. provides the following channels of software support:
(1) Tyler Community – an on-line resource, Tyler Community provides a venue for all Tyler clients with
current maintenance agreements to collaborate with one another, share best practices 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 software support
group.
(4) Telephone – for urgent or complex questions, users receive toll-free, unlimited telephone software
support.
Support 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 resources.
(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 activity 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 (4) US time zones (Pacific, Mountain, Central and Eastern). Clients may receive 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
24
Issue Handling
Incident Tracking
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
Level Characteristics of Support Incident Resolution Targets
1
Critical
Support incident that causes (a)
complete application failure or
application unavailability; (b)
application failure or unavailability in
one or more of the client’s remote
location; or (c) systemic loss of multiple
essential system functions.
Tyler shall provide an initial response to Priority Level 1
incidents within one (1) business hour of receipt of the
support incident. Tyler shall use commercially
reasonable efforts to resolve such support incidents or
provide a circumvention procedure within one (1)
business day. For non-hosted customers, Tyler’s
responsibility for lost or corrupted data is limited to
assisting the client in restoring its last available
database.
2
High
Support incident that causes (a)
repeated, consistent failure of essential
functionality affecting more than one
user or (b) loss or corruption of data.
Tyler shall provide an initial response to Priority Level 2
incidents within four (4) business hours of receipt of
the support incident. Tyler shall use commercially
reasonable efforts to resolve such support incidents or
provide a circumvention procedure within ten (10)
business days. For non-hosted customers, Tyler’s
responsibility for loss or corrupted data is limited to
assisting the client in restoring its last available
database.
3
Medium
Priority Level 1 incident with an existing
circumvention procedure, or a Priority
Level 2 incident that affects only one
user or for which there is an existing
circumvention procedure.
Tyler shall provide an initial response to Priority Level 3
incidents within one (1) business day of receipt of the
support incident. Tyler shall use commercially
reasonable efforts to resolve such support incidents
without the need for a circumvention procedure with
the next published maintenance update or service
pack. For non-hosted customers, Tyler’s responsibility
for lost or corrupted data is limited to assisting the
client in restoring its last available database.
25
Priority
Level Characteristics of Support Incident Resolution Targets
4
Non-
critical
Support incident that causes failure of
non-essential functionality or a
cosmetic or other issue that does not
qualify as any other Priority Level.
Tyler shall provide an initial response to Priority Level 4
incidents within two (2) business days. Tyler shall use
commercially reasonable efforts to resolve such
support incidents, as well as cosmetic issues, with a
future version release.
Incident Escalation
Tyler Technology’s software support consists of four (4) 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.
26
Exhibit D
MyGovPay/VirtualPay and IVR
1. MyGovPay/VirtualPay Licensing. Access to MyGovPay and/or Virtual Pay is hereby granted if Client 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 Client 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 Client’s services
with a credit or other payment card on the Client’s citizen-facing web portal.
“Persolvent” means Persolvent, formerly BankCard Services Worldwide, a Payment Card Industry (PCI) compliant
processing agent through which the Tyler 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/VirtualPay.
“VirtualPay” means the Product of Tyler Technologies that allows the Client to accept and process Citizen User’s
credit or other payment card using the Tyler Software.
(b) Conditions of Use. If Client elects to use MyGovPay and/or VirtualPay the following terms apply:
(1) Client must apply for and agree to a Merchant Agreement with Persolvent.
(2) Client agrees that Citizen Users will be subject to Use Fees as listed in Use Fees table in Section 2.
(3) Client agrees that Use Fees are separate from and independent of Merchant Fees.
(4) Client agrees that this Agreement does not represent any modification to Client’s Merchant Agreement
with Persolvent.
(5) Client agrees that Use Fees are for use on the MyGovPay/VirtualPay online system and will not be
deposited or owed to Client in any way.
(6) Client 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, Client agrees that MyGovPay/VirtualPay reserves the right
to negotiate a new pricing model with Client for the continued use of MyGovPay and/or VirtualPay.
2. MyGovPay/VirtualPay Fees. Client agrees that the Use Fees set forth on the following page will apply if Client
elects to use MyGovPay/VirtualPay.
USE FEES TABLE FOLLOWS ON NEXT PAGE
27
Use Fees
Tyler’s MyGovPay (Online / card-not-present payments)**
MyGovPay (Online Payments) MyGovPay (Online
Payments)
Percentage Based Fee + Transaction Fee
Option 1:
Government Entity Paid 2.79% $0.20
Option 2:
Patron Paid 3.29% N/A
**ACH processing is available for a fee of $20 per month and $0.30 per transaction.
Tyler’s VirtualPay (retail card present)
VirtualPay (Retail Payments) VirtualPay (Retail Payments)
Percentage Based Fee + Transaction Fee
Option 1:
Government Entity Paid 2.59% $0.15
Option 2:
Patron Paid 2.99% N/A
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 Client and included in the pricing, the following
additional terms and conditions shall apply of this Agreement:
(a) Network Security. Client acknowledges that a third-party is used by Tyler Technologies to process IVR data.
Client’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. Client is responsible for the creation, editorial content, control, and all other aspects of content to be
used solely in conjunction with the Tyler Software.
(c) Lawful Purposes. Client shall not use the IVR system for any unlawful purpose.
(d) Critical Application. Client 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 medical care
or other emergency services.
(e) No Harmful Code. Client 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 Client 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.
28
Exhibit E
Statement of Work
[Remainder of page intentionally left blank]
Revised: 1/30/2019
Statement of Work
Tyler Technologies
Prepared for:
City of Costa Mesa
77 Fair Drive, Costa Mesa, CA 92626
Prepared by:
Chuck Newberry
2160 Satellite Blvd., Suite 300, Duluth, GA 30097
Tyler Technologies, Inc.
www.tylertech.com
2 / 69
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 Tyler Project Manager ........................................................................................................... 9
2.2.2 Tyler Implementation Management ..................................................................................... 9
2.2.3 Tyler Executive Management ............................................................................................... 9
2.3 Acceptance and Acknowledgment Process ................................................................................ 10
3 Overall Project Assumptions ............................................................................................................... 11
3.1 Project, Resources and Scheduling ............................................................................................. 11
3.2 Data Conversion .......................................................................................................................... 12
3.3 Data Exchanges, Modifications, Forms and Reports .................................................................. 14
3.4 Hardware and Software .............................................................................................................. 15
3.5 Education .................................................................................................................................... 15
4 Implementation Stages ....................................................................................................................... 17
4.1 Work Breakdown Structure (WBS) ............................................................................................. 17
4.2 Initiate & Plan (Stage 1) .............................................................................................................. 19
4.2.1 Tyler Internal Coordination & Planning .............................................................................. 19
4.2.2 System Infrastructure Planning ........................................................................................... 21
4.2.3 Project/Phase Planning ....................................................................................................... 22
4.2.4 Project Schedule ................................................................................................................. 23
4.2.5 Stakeholder Presentation ................................................................................................... 24
3 / 69
4.2.6 Control Point 1: Initiate & Plan Stage Acceptance .............................................................. 25
4.3 Assess & Define (Stage 2) ............................................................................................................ 27
4.3.1 Fundamentals Review ......................................................................................................... 27
4.3.2 Current/Future State Analysis ............................................................................................. 27
4.3.3 Data Conversion Planning & Mapping ................................................................................ 29
4.3.4 Standard 3rd Party Data Exchange Planning....................................................................... 30
4.3.5 Modification Analysis & Specification, if contracted .......................................................... 31
4.3.6 Forms & Reports Planning .................................................................................................. 32
4.3.7 System Deployment ............................................................................................................ 33
4.3.8 Control Point 2: Assess & Define Stage Acceptance ........................................................... 34
4.4 Build & Validate (Stage 3) ........................................................................................................... 36
4.4.1 Configuration & Power User Training ................................................................................. 36
4.4.2 Data Conversion & Validation ............................................................................................. 37
4.4.3 Standard 3rd Party Data Exchange Validation .................................................................... 38
4.4.4 Modification Delivery & Validation, if contracted .............................................................. 39
4.4.5 Forms & Reports Validation ................................................................................................ 40
4.4.6 Control Point 3: Build & Validate Stage Acceptance ........................................................... 41
4.5 Final Testing & Training (Stage 4) ............................................................................................... 43
4.5.1 Cutover Planning ................................................................................................................. 43
4.5.2 User Acceptance Testing (UAT) ........................................................................................... 44
4.5.3 End User Training ................................................................................................................ 45
4.5.4 Control Point 4: Final Testing & Training Stage Acceptance ............................................... 46
4.6 Production Cutover (Stage 5) ...................................................................................................... 47
4.6.1 Final Data Conversion ......................................................................................................... 47
4.6.2 Production Processing & Assistance ................................................................................... 48
4.6.3 Transition to Tyler Support ................................................................................................. 49
4.6.4 Schedule Post-Production Services, if applicable ............................................................... 50
4.6.5 Control Point 5: Production Cutover Stage Acceptance ..................................................... 51
4.7 Phase/Project Closure (Stage 6) .................................................................................................. 52
4.7.1 Close Phase/Project ............................................................................................................ 52
4.7.2 Control Point 6: Phase/Project Closure Stage Acceptance ................................................. 53
5 Responsibilities ................................................................................................................................... 54
4 / 69
5.1 Tyler Roles and Responsibilities .................................................................................................. 54
5.1.1 Tyler Executive Management ............................................................................................. 54
5.1.2 Tyler Implementation Management ................................................................................... 54
5.1.3 Tyler Project Manager ......................................................................................................... 54
5.1.4 Tyler Implementation Consultant ....................................................................................... 55
5.1.5 Tyler Sales ........................................................................................................................... 56
5.1.6 Tyler Software Support ....................................................................................................... 56
5.1.7 Tyler Subject Matter Expert ................................................................................................ 56
5.1.8 Tyler Data Conversion Experts ............................................................................................ 57
5.1.9 Tyler Reports/Forms Experts .............................................................................................. 57
5.1.10 Tyler Trainer ........................................................................................................................ 57
5.2 City Roles and Responsibilities .................................................................................................... 57
5.2.1 City Executive Sponsor ........................................................................................................ 57
5.2.2 City Steering Committee ..................................................................................................... 58
5.2.3 City Project Manager .......................................................................................................... 58
5.2.4 City Functional Leads .......................................................................................................... 59
5.2.5 City Power Users ................................................................................................................. 60
5.2.6 City End Users ..................................................................................................................... 60
5.2.7 City Technical Support ........................................................................................................ 60
5.2.8 City Upgrade Coordinator ................................................................................................... 61
5.2.9 City Project Toolset Coordinator ......................................................................................... 61
5.2.10 City Change Management Lead .......................................................................................... 61
6 Glossary ............................................................................................................................................... 62
7 Tyler Resources Purchased ................................................................................................................. 65
7.1.1 “Business transaction” is defined by:.................................................................................. 65
7.1.2 “Template” transaction is defined by: ................................................................................ 65
7.1.3 “Geo-Rule” is defined by: .................................................................................................... 65
7.1.4 “Intelligent Object (IO)” is defined by: ................................................................................ 66
7.1.5 “Intelligent Automation Agent (IAA)” is defined by:........................................................... 66
7.1.6 “EnerGov ............................................................................................................................. 66
7.1.7 SDK API (Toolkits)” are defined by: ..................................................................................... 66
8 EnerGov Conversion Summary ........................................................................................................... 67
5 / 69
8.1 Community Development: Permits ............................................................................................ 67
8.2 Business Management ................................................................................................................ 67
8.3 Community Development: Code Cases ...................................................................................... 68
8.4 Community Development: Plans ................................................................................................ 68
6 / 69
1 Executive Summary
1.1 Project Overview
The Statement of Work (SOW) documents the Project Scope, methodology, roles and responsibilities,
implementation Stages, and deliverables for the implementation of Tyler products.
The Project goals are to offer City of Costa Mesa the opportunity to make the City more accessible and
responsive to external and internal customer needs and more efficient in its operations through:
• Streamlining, automating, and integrating business processes and practices
• Providing tools to produce and access information in a real-time environment
• Enabling and empowering users to become more efficient, productive and responsive
• Successfully overcoming current challenges and meeting future goals
This Statement of Work includes the following attachments, which are attached hereto and incorporated
herein by reference:
Attachment 1: Requirements List
Attachment 2: Current Workflow
Attachment 3: Current Data Flow Chart
Attachment 4: Draft Permit Type List
The attachments are provided for reference purposes and are not intended to provide an exhaustive list
of the requirements set forth therein.
1.2 Product Summary
Below, is a summary of the products included in this Project, as well as reference to the City’s functional
area utilizing the Tyler product(s). Refer to the Implementation Stages section of this SOW for information
containing detailed service components.
[PRODUCT] [APPLICATION]
EnerGov Community Development
EnerGov Business Management
EnerGov Central Cashiering SDK
EnerGov Citizen Self Service- Community Development
EnerGov Citizen Self Service- Business Management
EnerGov Central Cashiering SDK
EnerGov Community Development SDK
EnerGov eReviews
EnerGov iG Workforce Apps
EnerGov Intelligent Automation Agent
EnerGov Intelligent Objects
EnerGov MyGovPay
Energov Report Toolkit
EnerGov Virtual Pay
7 / 69
EnerGov Citizen Self Service – Tyler 311 & Click2Report
EnerGov GIS
EnerGov Tyler University
1.3 Project Timeline
The Project Timeline establishes a start and end date for each Phase of the Project. Established during the
Initiate & Plan Stage and revised as mutually agreed to, if needed, the timeline accounts for resource
availability, business goals, size and complexity of the Project, and task duration requirements.
Implementation averages about a year and a half. Once the contract is signed and routed internally within
Tyler, a Project Manager will be assigned and engage approximately 3 – 4 months from contract signing
to begin the Initiate and Plan stage. Between contract signing and initial engagement with the assigned
Project Manager, Tyler will work with the City to ensure the Initiate & Plan Stage starts off well. This will
include providing documentation for review in preparation for engagement.
This project timeline is based on the average time each phase takes.
Initiate & Plan October 2019 – March 2020
Assess & Define March – April 2020
Build & Validate April – October 2020
Final Testing & Training October – December 2020
Production Cutover December 2020 – January 2021
Closure January 2021 – March 2021
1.4 Project Methodology Overview
Tyler bases its implementation methodology on the Project Management Institute’s (PMI) Process Groups
(Initiating, Planning, Executing, Monitoring & Controlling, and Closing). Using this model, Tyler developed
a 6-stage process specifically designed to focus on critical project success measurement factors.
Tailored specifically for Tyler’s public sector clients, the project methodology contains Stage Acceptance
Control Points throughout each Phase to ensure adherence to Scope, budget, timeline controls, effective
communications, and quality standards. Clearly defined, the project methodology repeats consistently
across Phases, and is scaled to meet the City’s complexity, and organizational needs.
8 / 69
2 Project Governance
The purpose of this section is to define the resources required to adequately establish the business
needs, objectives, and priorities for the Project; communicate the goals to other project participants; and
provide support and guidance to accomplish these goals. Project governance also defines the structure
for issue escalation and resolution, Change Control review and authority, and organizational Change
Management activities.
The preliminary governance structure establishes a clear escalation path when issues and risks require
escalation above the Project Manager level. Further refinement of the governance structure, related
processes, and specific roles and responsibilities occurs during the Initiate & Plan Stage.
The path below illustrates an overall team perspective where Tyler and the City collaborate to resolve
project challenges according to defined escalation paths. In the event Project Managers do not possess
authority to determine a solution, resolve an issue, or mitigate a risk, Tyler implementation management
and the City steering committee become the escalation points to triage responses prior to escalation to
the City and Tyler executive sponsors. As part of the escalation process, each project governance tier
presents recommendations and supporting information to facilitate knowledge transfer and issue
resolution. The City and Tyler executive sponsors serve as the final escalation point.
2.1 Client Governance
Depending on the City’s organizational structure and size, the following governance roles may be filled by
one or more people:
2.1.1 Client Project Manager
The City’s Project Manager(s) coordinate project team members, subject matter experts, and the overall
implementation schedule and serves as the primary point of contact with Tyler. The City Project
Manager(s) will be responsible for reporting to the City steering committee and determining appropriate
escalation points.
2.1.2 Steering Committee
The City steering committee understands and supports the cultural change necessary for the Project and
fosters an appreciation of the Project’s value throughout the organization. Oversees the City Project
Manager(s) and the Project and through participation in regular internal meetings, the City steering
committee remains updated on all project progress, project decisions, and achievement of project
milestones. The City steering committee also provides support to the City Project Manager(s) by
communicating the importance of the Project to all impacted departments. The City steering committee
is responsible for ensuring the Project has appropriate resources, provides strategic direction to the
9 / 69
project team, for making timely decisions on critical project issues or policy decisions. The City steering
committee also serves as primary level of issue resolution for the Project.
2.1.3 Executive Sponsor(s)
The City’s executive sponsor provides support to the Project by allocating resources, providing strategic
direction, and communicating key issues about the Project and the Project’s overall importance to the
organization. When called upon, the executive sponsors also act as the final authority on all escalated
project issues. The executive sponsors engage in the Project, as needed, in order to provide necessary
support, oversight, guidance, and escalation, but does not participate in day-to-day project activities. The
executive sponsor empowers the City steering committee, Project Manager(s), and functional leads to
make critical business decisions for the City.
2.2 Tyler Governance
2.2.1 Tyler Project Manager
The Tyler Project Manager(s) have direct involvement with the Project and coordinates Tyler project team
members, subject matter experts, the overall implementation schedule, and serves as the primary point
of contact with the City. The Tyler Project Manager(s) will be in constant communication with the City’s
project manager and provide regular updates to the City’s steering committee and other Tyler
governance members.
2.2.2 Tyler Implementation Management
Tyler implementation management has indirect involvement with the Project and is part of the Tyler
escalation process. Tyler Project Manager(s) consult implementation management on issues and
outstanding decisions critical to the Project. Implementation management works toward a solution with
the Tyler Project Manager(s) or with the City Steering Committee, as appropriate. Tyler executive
management is the escalation point for any issues not resolved at this level. The name(s) and contact
information for the representative for implementation management will be provided and available to the
project team.
2.2.3 Tyler Executive Management
Tyler executive management has indirect involvement with the Project and is part of the Tyler escalation
process. This team member offers additional support to the project team and collaborates with other
Tyler department managers, as needed, in order to escalate and facilitate implementation project tasks
and decisions. The name(s) and contact information for this resource will be provided and available to the
project team.
10 / 69
2.3 Acceptance and Acknowledgment Process
All Deliverables and Control Points must be acknowledged and accepted following the process below.
Acknowledgement is merely to recognize that the item has been received and will be reviewed by the
City to determine acceptance. Acceptance requires a formal sign-off on the applicable document
provided by Tyler and signifies the completion of a task or deliverable. The signature will be provided by
the Project Manager or an Executive Sponsor. Acknowledgment is either an email or approved meeting
minutes. The City’s Project Manager or Executive Sponsor must be the signee or author of any actions
taken either for acknowledgment or acceptance. The following process will be used for accepting or
acknowledging Deliverables and Control Points:
• The City shall have seven (7) business days from the date of confirmed delivery, or as otherwise
mutually agreed upon by the parties in writing, to accept, not accept, or acknowledge each
Deliverable or Control Point. If the City does not provide acceptance, notification of non-
acceptance, or acknowledgement within seven (7) business days, or the otherwise agreed upon
timeframe, not to be unreasonably withheld, Tyler will notify the designated Executive Sponsor
who will have the same timeframe to receive and review the Deliverable or Control Point and if
no response is given it may be deemed accepted. The City can also preemptively request a hold
on a deliverable or control point and no items related to that stage, deliverable, or control point
are automatically accepted.
• If the City does not agree the particular Deliverable or Control Point meets requirements, the City
shall notify Tyler Project Manager(s), in writing, with reasoning within fifteen (15) business days,
or the otherwise agreed-upon timeframe, not to be unreasonably withheld, of receipt of the
Deliverable.
• Tyler shall address any deficiencies and redeliver the Deliverable or Control Point. The City shall
then have seven (7) business days from receipt of the redelivered Deliverable or Control Point to
accept or again submit written notification within fifteen (15) business days of reasons for
rejecting the milestone. The City must provide acceptance within seven (7) business days, or the
otherwise agreed upon timeframe, unless the deficiency has not been satisfactorily remedied,
not to be unreasonably withheld. If the City does not provide acknowledgement for Control Point
within seven (7) business days, or the otherwise agreed upon timeframe, not to be unreasonably
withheld, Tyler will notify the designated Executive Sponsor who will have the same timeframe to
receive and review the Deliverable or Control Point and if no response is given it may be deemed
accepted. If needed, the City can also preemptively request a hold on a deliverable or control
point. If such hold is requested, no items related to that stage, deliverable, or control point will be
automatically accepted.
11 / 69
3 Overall Project Assumptions
3.1 Project, Resources and Scheduling
• Project activities will begin after the Agreement has been fully executed.
• The City and Tyler have the ability to allocate additional resources if needed. The City also
ensures the alignment of their budget and Scope expectations associated with the agreed upon
Investment Summary and related implementation services by Tyler.
• The investment summary is consistent with this scope of work.
• Tyler will provide all required items Attachment 1: Requirements List.
• Tyler will configure a system which will have an appropriate workflow for the variety of permit,
application, citation, and license types shown in attachment B: Costa Mesa Types List
• Tyler will configure a system that can address all workflow related jurisdictional requirements,
policies, and procedures in relation to the entitlement, permit, licensing, and citation processes.
The City has provided Attachment C: Costa Mesa Current Workflow to provide clarity on this
point.
• The City and Tyler ensure that the assigned resources are available, they buy-into the change
process, and they possess the required business knowledge to complete their assigned tasks
successfully. Should there be a change in resources, the replacement resource should have a
comparable level of availability, buy-in, and knowledge.
• Tyler and City provide adequate resources to support the efforts to complete the Project as
scheduled and within the constraints of the Project budget.
• All deliverables or requests that would require acceptance or acknowledgement will be sent to
the City’s Project Manager and any other person the City designates.
• Tyler provides a written agenda and notice of any prerequisites to the City project manager(s) ten
(10) business days prior to any scheduled on site or remote sessions.
• Tyler provides notice of any prerequisites to the City’s Project Manager(s) a minimum of fifteen
(15) business days prior to any key deliverable due dates.
• City users complete prerequisites prior to applicable scheduled activities.
• Tyler provides guidance for configuration and processing options available within the Tyler
software. The City is responsible for making decisions based on the options available.
12 / 69
• In the event the City may elect to add and/or modify current business policies during the course
of this Project, such policy changes are solely the City’s responsibility to define, document, and
implement.
• If the City is operating on recommended hardware, software, and internet requirements the
response time from the software configured to meet the City’s scope of work should meet or
exceed industry standards. These response time expectations are for both onsite and remote
access use. Response times throughout the system should be fairly consistent but prioritizing
quicker response times for uses that might occur in front of a member of the public or conducted
multiple times a day if fine. The usability of the must be high. The City and Tyler will determine a
maximum response time which is appropriate for this system during the initiation phase.
• The City makes timely Project-related decisions in order to achieve scheduled due dates on tasks
and prepare for subsequent training sessions. Decisions left unmade may affect the schedule, as
each analysis and implementation session builds on the decisions made in prior sessions.
• Tyler considers additional services out of Scope and requires additional time and costs be
requested via Change Request approved through the Change Control process. The City and Tyler
could agree to exchange one unexecuted service for another one outside of scope where
appropriate.
• The City and Tyler will respond to information requests in a comprehensive and timely manner, in
accordance with the Project Plan.
• To meet prerequisites for meetings and key deliverable dates Tyler’s project management team
will commit to a quick response time with a maximum wait time of 24 hours for a response to
emails or phone calls in regards to these items. Other non-critical communication will have a
response time with a maximum wait time of 48 hours or what is mutually agreed upon by both
Tyler and the City.
• The system will have complete integration with Blue Beam, ArcGIS, and Laserfiche.
• The system has bidirectional functionality with ArcGIS which includes cross surfacing information
between applications.
3.2 Data Conversion
• The City has elected for Tyler to perform the StandardFull Data Conversion for their legacy
systems. This means that Tyler will be responsible for most of the activities that relate to
performing the data conversion.
o Converting all data from the City’s Permits+, HDL, QAscend, RMS, and a collection of
excel workbooks which has been used to store land management relevant information.
o Review and give guidance of legacy sources
13 / 69
o Develop the conversion scripts to populate the Data Conversion Template Database
(DCT-DB) with the different Legacy sources
o Generate the Data Conversion mapping document
o Populate the Data Conversion mapping document based on known information and
collaborate with the City to obtain any necessary for the conversion.
o The data conversion will go through multiple conversion tests to ensure that the data
converted to the new system is as accurate as possible.
o All legacy data must go through a minimum of 4 data conversion iterations.
o The conversion from each existing system is converted over into the new system which
may include correspondence tables of converting data from a legacy system to the new
system in sub-groups to ensure accuracy and precision. Tyler will lead with close
collaboration with the City on any potentially holistic or macro modifications to the
legacy data to ensure better conversion.
o Giving a new taxonomy number to each record in the system that is consistent with
Attachment 4 Permit Types and keeping the legacy reference number as well for each
application, permit, license, case, and citation.
• The City’s responsibilities within a Full data conversion will include:
o Providing backups of the legacy systems (in the appropriate format for each system, ex.
SQL)
o Providing screen shots of end user screens from the legacy systems to identify fields
o Answer questions provided by Tyler to ensure accuracy of legacy information
o Review completed mapping document and answer any missing mappings that may exist
due to mismatch in verbiage between the legacy system and the new EnerGov
configuration
o Potential minimum data clean-up to ensure a better conversion. This only applies to
situations where the data clean-up is necessary due to end-user data-entry error and the
City agrees to complete the edits.
• The City is readily able to produce the data files needed for conversion from the Legacy System in
order to provide them to Tyler on the specified due date(s).
• Each Legacy System databases and associated records submitted for conversion will be provided
in consistent format.
14 / 69
• The City understands the Legacy System data extract(s) must be provided to Tyler in the same
format each time unless changes are mutually agreed upon in advance. If not, negative impacts
to the schedule, budget, and resource availability may occur and/or data in the new system may
be incorrect.
• During this process, the City may need to correct data scenarios in the Legacy System, at the
guidance of the Tyler Implementation Data Services team, prior to the final data pull. This is a
complex activity and requires due diligence by the City to ensure all data pulled includes all
required data and the Tyler system contains properly mapped data.
• What will not be included within a Tyler Full Conversion:
o Live workflows: legacy workflow will make it over during the conversion, however active
permits will still require manual manipulation to bring them to fully operational.
o 1 to 1 mapping from legacy system to EnerGov configured system. There will be general
rules to optimize conversion efficiencies.
• Post scripting to the conversion will be done if applicable and mutually agreed upon by Tyler and
the City to assist in ensuring better mapping or data integrity for the legacy data. (Example but
not limited to: adjusting the parcel numbers after the conversion is complete to ensure all the
data in EnerGov have appropriate parcel number formatting)
3.3 Data Exchanges, Modifications, Forms and Reports
• The City ensures the 3rd party data, with exception of the data included in the data conversion,
received conforms to a Tyler standard format, provided by Tyler in advance of data extraction.
• The 3rd party possesses the knowledge of how to program their portion of the interaction and
understands how to manipulate the data received.
• The City is willing to make reasonable business process changes rather than expecting the
product to conform to every aspect of their current system/process. This is two stay clear of
customization, but if the system can be configured to accommodate desired business process
Tyler is expected to be able to accommodate those processes and provide a system with an
industry standard response times.
• Any Modification requests not expressly stated in the contract are out of Scope. Modifications
requested after contract signing have the potential to change cost, Scope, schedule, and
production dates for project Phases. Modification requests not in Scope must follow the Project
Change Request process.
• The City expects the new system to be able to accommodate or improve upon the data workflow
presented in Attachments 3 Data Workflow.
15 / 69
• Tyler will generate the reports and templates that the City selects as long as they fall within the
outlined scope and with an expectation of Tyler support being available to assist staff as they
generate the additional reports necessary for the system to go live.
• Tyler will provide the up to date API that works between Energov and Laserfiche and ensure its
standard functionality for the integration. The 3rd party developer will develop against the Tyler
provided API. Tyler’s Project Manager will ensure collaboration between Tyler’s development and
3rd party developer should any technical support be required. Tyler will facilitate a successful
implementation of an integration between Energov and Laserfiche.
• The system will have complete integration with Blue Beam, ArcGIS, and Laserfiche.
• The system has complete bidirectional transformation of data between Energov and ArcGIS
Enterprise which includes and is not limited to cross surfacing information between applications.
GIS layers served up to the Tyler system can be edited and updated within Energov and
information from Energov can be edited and updated in ArcGIS.
3.4 Hardware and Software
• Tyler will initially install the most current generally available version of the purchased Tyler
software.
• Tyler will ensure that the City will be on the latest LTS release prior to User Acceptance testing.
Tyler will ensure that all major end user screens within each module will be off of Silverlight and
that all configuration screens will be able to transition off of Silverlight during implementation or
support will be given to transition to non-silverlight screen after the implementation If necessary.
• The City will provide network access for Tyler modules, printers, and Internet access to all
applicable City and Tyler project staff.
• The City has in place all hardware, software, and technical infrastructure necessary to support the
Project.
• The City’s system hardware and software meet Tyler 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 published specifications. Compliance with all minimum standards
will be verified by Tyler in the first phase of this project by Tyler.
3.5 Education
• Throughout the Project lifecycle, the City provides a training room for Tyler staff to transfer
knowledge to the City’s resources, for both on-site and remote sessions. The City will provide
staff with a location to practice what they have learned without distraction. If Phases overlap, the
16 / 69
City will provide multiple training facilities to allow for independent sessions scheduling without
conflict.
• The training room is set up in a classroom setting. The City determines the number of
workstations in the room. Tyler recommends every person attending a scheduled session with a
Tyler Consultant or Trainer have their own workstation. However, Tyler requires there be no
more than two (2) people at a given workstation.
• The City provides a workstation which connects to the Tyler system for the Tyler trainer
conducting the session. The computer connects to a City provided projector, allowing all
attendees the ability to actively engage in the training session.
• The City testing database contains the Tyler software version Tyler is providing.
• The City testing database contains the Tyler software version required for delivery of any custom
modification that was developed for the implementation prior to any education to the SMEs.
• Users performing user acceptance testing (UAT) have attended all applicable training sessions
prior to performing UAT.
• Training shall be provided to all users and all training shall be provided to the Stakeholder team
which is essentially two or three staff selected representatives from IT, Finance , Planning,
Building, Code Enforcement, Engineering, Transportation, Fire, Web Administration, and
Community Services.
• Training will be provided by Tyler Trainers at the beginning of the process to introduce the
software and enrich the feedback provided by City staff during the initiate and assess phases,
throughout the process to ensure that the familiarity of the system continues to grow and at the
end to ensure that that all users are ready for launching the system.
17 / 69
4 Implementation Stages
4.1 Work Breakdown Structure (WBS)
The Work Breakdown Structure (WBS) is a hierarchical representation of a Project or Phase broken down
into smaller, more manageable components. The top-level components are called “Stages” and the
second level components are called “work packages.” The work packages, shown below each Stage,
contain the high-level work to be done. The detailed Project Plan, developed during Initiate & Plan and
finalized during Assess & Define, will list the tasks to be completed within each work package. Each Stage
ends with a “Control Point”, confirming the work performed during that Stage of the Project.
18 / 69
19 / 69
4.2 Initiate & Plan (Stage 1)
The Initiate & Plan Stage creates a foundation for the Project through identification of City and Tyler
Project management teams, development of implementation management plans, and the provision and
discussion of system infrastructure requirements. City participation in gathering information is critical.
Tyler Project management teams present initial plans to stakeholder teams at Stage end.
4.2.1 Tyler Internal Coordination & Planning
Prior to Project commencement, Tyler management staff assigns Project Manager(s). Tyler provides the
City with initial Project documents used in gathering basic information, which aids in preliminary planning
and scheduling. City participation in gathering requested information by provided deadlines ensures the
Project moves forward in a timely fashion. Internally, the Tyler Project Manager(s) coordinate with Sales
to ensure transfer of vital information from the sales process prior to scheduling a Project Planning
Meeting with the City’s team. During this step, Tyler will work with the City, referred to as “Client” in the
following tables, to establish the date(s) for the Project/Phase Planning session.
Tyler Project Manager will work with City staff to ensure that progress on this implementation can be
made while the City is acquiring and installing the hardware and ArcGIS Enterprise platform required for
this implementation. As part of this process a meeting between City Steering Committee and the
Implementation and Sales teams of Tyler will be held to make sure that the scope of work and financial
understandings are consistent from one team to another.
Tyler Project Manager will provide detailed instructions to the stakeholder group as to how to fill the
initial project documents.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 Tyler Internal Coordination & Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Assign Tyler Project Manager A R I I I
Provide initial Project documents
to Client A I R C I
20 / 69
Sales to Implementation
knowledge transfer A I R C
Internal planning and phase
coordination A R C
21 / 69
4.2.2 System Infrastructure Planning
The City provides, purchases or acquires hardware according to hardware specifications provided by Tyler
and ensures it is available at the City’s site. With guidance from Tyler, the City completes the system
infrastructure audit, ensuring vital system infrastructure information is available to the Tyler
implementation team, and verifies all hardware compatibility with Tyler solutions. City staff estimates
that the acquisition and installation of the hardware and ArcGIS Enterprise platform should take 3 to 4
months. The acquisition of this hardware and software will not be conducted through Tyler and will
commence immediately following the finalization of the contract.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 System Infrastructure Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Provide system hardware
specifications
I R A I C
Make hardware available for
Installation I C A R
Install system hardware, if
applicable
I C A R
Complete system infrastructure
audit I C A R
22 / 69
4.2.3 Project/Phase Planning
Project/Phase Planning provides an opportunity to review the contract, software, data conversions and
services purchased, identify Applications to implement in each Phase (if applicable), and discuss
implementation timeframes. The Tyler Project Manager(s) will deliver an Implementation Management
Plan, which is mutually agreeable by City and Tyler.
Tyler Project Manager will provide a couple of examples of an Implementation Management Plan prior to
seeking input from the City on the proposed management plan for the City’s implementation.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 Project/Phase Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Perform Project/Phase Planning A R I C C I
Deliver implementation
management plan A R C C I
23 / 69
4.2.4 Project Schedule
Client and Tyler will mutually develop an initial Project schedule. The initial schedule includes, at
minimum, enough detail to begin Project activities while the detailed Project Plan/schedule is being
developed and refined. The detailed project schedule will be clear on the tentative dates as to when Tyler
will be onsite and when significant deliverables will be expected so divisions can appropriately prepare for
those site visits and additional workload.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 Project Schedule
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Develop initial Project schedule A R I C I I
Deliver Project Plan and schedule
for Project Phase A R I I I C C I I I
Client reviews Project Plan & initial
schedule C I A R C C C
Client approves Project Plan &
initial schedule I I A R C C I I I I I
24 / 69
4.2.5 Stakeholder Presentation
City stakeholders join Tyler Project Management to communicate successful Project criteria, Project
goals, Deliverables, a high-level milestone schedule, and roles and responsibilities of Project participants.
Initial training will be conducted so each final member of the Stakeholder group will have enough
familiarity with the system to be able to provide valuable feedback and input. This training will include all
aspects functionality staff will be expected to provide input on or assist in configuring.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 Stakeholder Presentation
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Present overview of Project
Deliverables, project schedule and
roles and responsibilities
A R I I I I C I I I I I I I I
Communicate successful Project
criteria and goals I R C A C I I C I I I I
25 / 69
4.2.6 Control Point 1: Initiate & Plan Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below. Advancement to the
Assess & Define Stage is dependent upon Tyler’s receipt of the Stage Acceptance.
4.2.6.1 Initiate & Plan Stage Deliverables
• Initial Project Documents
o Objective: Tyler provides initial documentation to the City in order help them gather
basic information as well as gain a better understanding of what to expect and plan for.
o Scope: Tyler will post corresponding documentation onto the SharePoint site that will
include but not limited to: ERDs, user guides, project guidebooks, setup guides, sample
definition questionnaires, general info questionnaires, etc.
o Teleconference and presentation will be given to assist Stakeholder in understanding
how they might be able to help in filling out the project documents.
o Acceptance criteria: City receives and reviews initial project documentation
• System Hardware Specifications
o Objective: Tyler PM sends system hardware specification to the City
o Scope: Delivery of System Hardware specifications document and collaboration with
technical staff to ensure that the City is meeting hardware specifications for
recommended hardware not just required hardware specifications.
o Acceptance criteria: City reviews and acknowledges System Hardware Specifications
• Implementation Management Plan
o Objective: Update and deliver baseline management plans to reflect the approach to the
City’s Project.
o Scope: The Implementation Management Plan addresses how communication, quality
control, risks/issues, resources and schedules, and Software Upgrades (if applicable) will
be managed throughout the lifecycle of the Project. Examples of previous Management
Plans will be provided in advance.
o Acceptance criteria: City reviews and approves Implementation Management Plan
• Project Plan/Schedule
o Objective: Provide a comprehensive list of tasks, timelines and assignments related to the
Deliverables of the Project.
o Scope: Task list, assignments and due dates. Site visit dates and deliverable dates will be
as specific as possible to assist division to plan appropriately.
o Acceptance criteria: City acceptance of schedule based on City resource availability and
Project budget and goals.
• Stakeholder Presentation
o Objective: Tyler to hold either a remote or on-site presentation with the City
stakeholders to ensure alignment of expectations in preparation for Assess and Define
o Scope: The presentation will include the following topics:
▪ Project Overview
26 / 69
▪ Project Schedule (high level)
▪ Objectives and Definitions
▪ Process of Implementation Methodology
▪ Artifacts
▪ Roles and Responsibilities
▪ Introduction to the Tyler Team
▪ Keys to Success
▪ Next Steps and Upcoming Activities
▪ Questions and Answers (Q&A)
▪ Training on the existing system to enrich understanding and assist in higher value
input.
o Acceptance criteria: Stake holder presentation is held
4.2.6.2 Initiate & Plan Stage Acceptance Criteria
• Hardware Installed
• System infrastructure audit complete and verified
• Implementation Management Plan delivered
• Project Plan/Schedule delivered; dates confirmed
• Stakeholder Presentation complete
27 / 69
4.3 Assess & Define (Stage 2)
The primary objective of Assess & Define is to gather information about current City business processes
and translate the material into future business processes using Tyler Software. Tyler uses a variety of
methods for obtaining the information, all requiring City collaboration. The City shall provide complete
and accurate information to Tyler staff for analysis and understanding of current workflows and business
processes.
4.3.1 Fundamentals Review
Fundamentals Review provides functional leads and Power Users an overall understanding of software
capabilities prior to beginning current and future state analysis. The primary goal is to provide a basic
understanding of system functionality, which provides a foundation for upcoming conversations
regarding future state processing. Tyler utilizes a variety of methods for completing fundamentals training
including the use of eLearning, videos, documentation, and walkthroughs. Sufficient sessions will be
conducted to ensure that all stakeholders, power users, and subject matter experts are provided the
training onsite with the above mentioned materials and live demos in the training center.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
4.3.2 Current/Future State Analysis
City and Tyler evaluate current state processes, options within the new software, pros and cons and
implications of each option based on current or desired state, and make decisions about future state
configuration and processing.
STAGE 2 Fundamentals Review
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Schedule fundamentals review &
provide fundamentals materials &
prerequisites, if applicable
A R I C I I I
Complete fundamentals materials
review and prerequisites I A R C C
Ensure all scheduled attendees are
present I I A R C I
Facilitate fundamentals review A R I I I
28 / 69
This work will be done in close collaboration with Tyler’s implementation consultant and the City’s Project
Manager and Functional Leads. Tyler’s team will provide the City with flowchart examples of other
implemented systems so we can compare with the City’s current process.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Current/Future State Analysis
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Provide Current/Future State
analysis materials to the City, as
applicable
A R I C I I
Conduct Current & Future State
analysis A R I C I C
Provide pros and cons and
implications of Tyler software
options
A R I C I C
Make Future State Decisions
according to due date in the
Project Plan
I I C A R I C I
Record Future State decisions A R I C I C
29 / 69
4.3.3 Data Conversion Planning & Mapping
This entails the activities performed to prepare to convert data from the City’s Legacy System
Applications to the Tyler system. Tyler staff and the City work together to complete Data Mapping for
each piece of data (as outlined in the Agreement) from the Legacy System to a location in the Tyler
system. The Data Conversion Planning document will represent Tyler performing a Full Conversion.
This work will be done in close collaboration with Tyler’s implementation consultant and the City’s Project
Manager and Power Users and Technical Leads.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Data Conversion Planning & Mapping
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Review contracted data
conversion(s) options
A R I C C C C
Map data from Legacy System to
Tyler system I A R I C C
Pull conversion data extract I C A C C R
Run balancing Reports for data
pulled and provide to Tyler I C A C R R
Review and approve initial data
extract A I C R I I
Correct issues with data extract, if
needed I C R A C C c
30 / 69
4.3.4 Standard 3rd Party Data Exchange Planning
Standard Data Exchange tools are available to allow clients to get data in and out of the Tyler system with
external systems. Data exchange tools 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 the Tyler programs operate
correctly. It is the City’s responsibility to ensure the 3rd party program operates or accesses the data
correctly.
The City and Tyler Project Manager(s) will work together to define/confirm which Data Exchanges are
needed (if not outlined in the Agreement). Tyler will provide a file layout for each Standard Data
Exchange.
This work will be done in close collaboration with Tyler’s implementation consultant and the City’s Project
Manager and Technical Leads.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Standard 3rd Party Data Exchange Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Review Standard or contracted
Data Exchanges
A R C I I C
Define or confirm needed Data
Exchanges I R A C C R
31 / 69
4.3.5 Modification Analysis & Specification, if contracted
Tyler staff conducts additional analysis and develops specifications based on information discovered
during this Stage. The City reviews the specifications and confirms they meet City’s needs prior to
acceptance. Out of Scope items or changes to specifications after acceptance may require a Change
Request.
Tyler’s intention is to minimize Modifications by using Standard functionality within the Application,
which may require a City business process change. It is the responsibility of the City with Tyler’s guidance
to detail all of their needs during the Assess and Define Stage. Tyler will write up specifications (for City
approval) for contracted program Modifications. Upon approval, Tyler will make the agreed upon
Modifications to the respective program(s). Once the Modifications have been delivered, the City will test
and approve those changes during the Build and Validate Stage.
This work will be done in close collaboration with Tyler’s implementation consultant and the City’s Project
Manager and Power Users and Technical Leads.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Modification Analysis & Specification, if contracted
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Analyze contracted modified
program requirements
A C R C C I C C
Develop specification document(s) A I C R I I I I
Review specification document(s);
provide changes to Tyler, if
applicable
I C C A R I C C
Sign-off on specification
document(s) and authorize work I I I A R C I I C
32 / 69
4.3.6 Forms & Reports Planning
City and Tyler Project Manager(s) review Forms and Reporting needs. Items that may be included in the
Agreement are either Standard Forms and Reports or known/included Forms or Report Modification(s).
Items not included in the Agreement could be either City-developed Reports or a newly discovered
Modification that will require a Change Request.
This work will be done in close collaboration with Tyler’s implementation consultant and the City’s Project
Manager and Power Users and Technical Leads.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Forms & Reports Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Review required Forms output A R C I C I
Review and complete Forms
options and submit to Tyler I I A R C
Review in Scope Reports A R I C C
Identify additional Report needs I C A R C
Add applicable tasks to Project
schedule A R I C C I I I
33 / 69
4.3.7 System Deployment
The Tyler Technical Support team installs Tyler Software on the server (hosted or client-based) and
ensures the platform operates as expected.
This work will be done in close collaboration with Tyler’s Technical Support and the City’s Project
Manager and Technical Leads.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 System Deployment
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Install contracted software on
server A I R I C
Ensure platform operates as
expected A I R I C
34 / 69
4.3.8 Control Point 2: Assess & Define Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below. Advancement to the
Build & Validate Stage is dependent upon Tyler’s receipt of the Stage Acceptance.
4.3.8.1 Assess & Define Stage Deliverables
• Fundamentals Materials
o Objective: Tyler to provide fundamentals materials to the City prior to performing the
fundamentals review activity
o Scope: Delivery of Fundamentals material and onsite training.
o Acceptance criteria: City receipt of Fundamentals materials and prerequisites and onsite
training is complete.
• Current/Future State Analysis material
o Objective: Provide the City with the analysis questionnaires that will be used for the
current/future state analysis.
o Scope: City to take documentation and review to ensure clarity and understanding of
expectations during Assess and Define discussions of processes.
o Acceptance criteria: City receives and acknowledges Current/Future State Analysis
material.
• Completed analysis Questionnaire
o Objective: Gather and document information related to City business processes for
current/future state analysis as it relates to Tyler approach/solution.
o Scope: Provide comprehensive answers to all questions on Questionnaire(s).
o Acceptance criteria: City acceptance of completed Questionnaire based on thoroughness
of capturing all City business practices to be achieved through Tyler solution.
• Future state decisions recorded
o Objective: Gather and document information related to future state decisions that are
not already included in the completed analysis questionnaires.
o Scope: Provide a list of future state decisions on sharepoint that were not included in the
completed analysis questionnaires
o Acceptance criteria: City acceptance of Future state decisions made.
• 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 Acceptance criteria: Data conversion document(s) delivered to the City, reflecting
complete and accurate conversion decisions
• Standard 3rd Party Integration Specification
o Objective: Provide documentation related to in scope integrations that will be developed
by Tyler
35 / 69
o Scope: Specifications are written to integrate with the following 3rd Party system:
▪ Laserfiche
o Acceptance Criteria: Integration Specification document reviewed and approved by the
City
• Modification specification documents, 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 criteria: City accepts Modified Specification Document(s) and agrees that the
proposed solution meets their requirements.
• Completed Forms options and/or packages
o Objective: Provide specifications for each City in Scope form, Report and output
requirements.
o Scope: Complete Forms package(s) included in agreement and identify Reporting needs.
o Acceptance criteria: Identify Forms choices and receive supporting documentation.
• Installation checklist
o Objective: Installation of purchased Tyler software.
o Scope: Tyler will conduct an initial coordination call, perform an installation of the
software included in the Agreement, conduct follow up to ensure all tasks are complete,
and complete server system administration training, unless the City is hosted.
o Acceptance criteria: Tyler software is successfully installed and available to authorized
users, City team members are trained on applicable system administration tasks.
4.3.8.2 Assess & Define Stage Acceptance Criteria
• Tyler software is installed
• Fundamentals review and training is complete
• Required Form information complete and provided to Tyler
• Current/Future state analysis completed; Questionnaires delivered and reviewed
• Data conversion mapping and extractions completed and provided to Tyler
36 / 69
4.4 Build & Validate (Stage 3)
The objective of the Build & Validate Stage is to prepare the software for use in accordance with the City’s
needs identified during the Assess and Define Stage, preparing the City for Final Testing and Training.
4.4.1 Configuration & Power User Training
Tyler staff collaborates 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 will train the City Power
Users to prepare them on how to configure and how to perform Validation of the software. The City
collaborates with Tyler staff iteratively to Validate software configuration.
This work will be done in close collaboration with Tyler’s Technical Support and the City’s Project
Manager and Stakeholder team/Power Users.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 3 Configuration & Power User Training
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Perform configuration A R I R I
Power User process and Validation
training A R I C I C I
Validate configuration I C A C R C
37 / 69
4.4.2 Data Conversion & Validation
Tyler completes an initial review of the converted data for errors. With assistance from the City, the Tyler
Data Conversion Team addresses items within the conversion program to provide the most efficient data
conversion possible. With guidance from Tyler, the City reviews specific data elements within the system
and identifies and Reports discrepancies in writing. Iteratively, Tyler collaborates with the City to address
conversion discrepancies prior to acceptance. Multiple full data conversions shall occur during this
process to ensure that the City obtains the process which generates the highest level of accurate
conversion.
This work will be done in close collaboration with Tyler’s Technical Support and the City’s Project
Manager and Technical Leads.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 3 Data Conversion & Validation
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Write and run data conversion
program against Client data
A I C R C
Refinement and continued
population of the Data Mapping
document
I A C R I C C C
Complete initial review of data
errors A I C R I I C
Review data conversion and
submit needed corrections I C I A C R C
Revise conversion program(s) to
correct error(s) A I C R I I C C
38 / 69
4.4.3 Standard 3rd Party Data Exchange Validation
Tyler provides training on Data Exchange(s) and the City tests each Data Exchange. Tyler will oversee the
data exchange over the Laserfiche integration and will coordinate the training, activities, and testing for
this integration.
This work will be done in close collaboration with Tyler’s Implementation Consultant and the City’s
Project Manager and Power Users, and the 3rd Party providing the Laserfiche integration.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 3 Standard 3rd Party Data Exchange Validation
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Train Data Exchange(s) processing
in Tyler software
A R C I I I C I
Coordinate 3rd Party Data
Exchange activities I I A C C R
Test all Standard 3rd party Data
Exchange(s) I C A C I R C
39 / 69
4.4.4 Modification Delivery & Validation, if contracted
Tyler delivers in Scope Modification(s) to the City for preliminary testing. Final acceptance will occur
during the Final Testing and Training Stage.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 3 Modification Delivery & Validation
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Develop and deliver contracted
modified program(s)
A I C I R I C I C I C
Test contracted modified
program(s) in isolated database I C C A C R C
Report discrepancies between
specification and delivered
contracted modified program(s)
I I I A R C C
Make corrections to contracted
modified program(s) as required A I C I R I C C I
40 / 69
4.4.5 Forms & Reports Validation
Tyler provides training on Standard Forms/Reports and the City tests each Standard Form/Report.
This work will be done in close collaboration with Tyler’s Technical Support and the City’s Project
Manager and Technical Leads.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 3 Forms & Reports Validation
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Standard Forms & Report Training A R I C C I
Development of Custom Forms &
Reports A C R I C C I
Test Standard Forms & Reports I C C A C R C
41 / 69
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 &
Training Stage is dependent upon Tyler’s receipt of the Stage Acceptance.
4.4.6.1 Build & Validate Stage Deliverables
• Configuration of processes
o Objective: Complete configuration based on definition documentation
o Scope: Configuration of processes to be completed by both Tyler and the City
o Acceptance Criteria: Tyler demonstrates validation of configuration completion for
processes they own while the City demonstrates validation of configuration completion
for processes that are City owned
• Initial data conversion
o Objective: Convert Legacy System data into Tyler system.
o Scope: Data conversion program complete; deliver converted data for review.
o Acceptance criteria: Initial error log available for review and City’s acceptance of
methodology for data conversion.
• Data conversion verification document
o Objective: Provide instructions to the City to verify converted data for accuracy.
o Scope: Provide self-guided instructions to verify specific data components in Tyler
system.
o Acceptance criteria: City accepts data conversion delivery; City completes data issues log.
• Development of 3rd Party Integrations
o Objective: Tyler develops in scope integrations with 3rd party system
o Scope: Develop 3rd Party integration for:
▪ Laserfiche –the responsibility will lie with Tyler to ensure completion of the
integration by the 3rd Party vendor
o Acceptance Criteria: Delivery of Integration(s) results in objectives described in City-
Signed Specification.
• Installation of Modifications on the City’s server(s)
o Objective: Deliver Modification(s) in Tyler software.
o Scope: Program for Modification is complete and available in Tyler software, Modification
testing.
o Acceptance criteria: Delivery of Modification(s) results in objectives described in the City-
signed specification.
• Standard & Custom Forms/Reports Delivered
o Objective: Provide Standard and Custom Forms / Reports for review.
o Scope: Installation of all Standard and Custom Forms / Reports included in the
Agreement.
42 / 69
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
• Standard Forms & Reports delivered and available for testing in Stage 4
• Data conversions (except final pass) delivered
• Standard 3rd party Data Exchange training provided
• Modifications delivered and available for testing in Stage 4
• The City and Tyler have done a review of primary configuration areas to Validate completeness
and readiness for testing and acceptance in Stage 4
43 / 69
4.5 Final Testing & Training (Stage 4)
During Final Testing and Training, Tyler and the City review the final Cutover plan. A critical Project
success factor is the City understanding the importance of Final Testing and Training and dedicating the
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 preparations and critical dates for Production Cutover.
Tyler delivers a Production Cutover Checklist to outline Cutover tasks to help prepare the City for success.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 4 Cutover Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Cutover Planning Session A R C I C C C C C C
Develop Production Cutover
Checklist A R C I I C C I I C
44 / 69
4.5.2 User Acceptance Testing (UAT)
The City performs User Acceptance Testing to verify software readiness for day-to-day business
processing. Tyler provides a Test Plan for users to follow to ensure proper Validation of the system.
This testing will include the successful configuration of the system, successful development of necessary
reports, the successful development and integration to Laserfiche, a successful integration with
Bluebeam for electronic plan review, and a successful bidirectional integration with ArcGIS Enterprise as
described in the statement of work section 3.3.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 4 User Acceptance Testing (UAT)
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Deliver Test Plan for User
Acceptance Testing
A R C I I
Perform User Acceptance Testing I C A R C C C I I C I
Accept modified program(s), if
applicable I I I A R C I C C
Deliver Training Plan and End User
Training agenda R C I C I I I I
Validate Report performance I C C A C R C
45 / 69
4.5.3 End User Training
End Users attend training sessions to learn how to utilize Tyler software. Training focuses primarily on
day-to-day City processes that will be delivered via group training, webinar, eLearnings, and live training
sessions.
Unless stated otherwise in the Agreement, Tyler provides two occurrence of each scheduled training or
implementation topic with up to the maximum number of users as defined in the Agreement, or as
otherwise mutually agreed. City users who attended the Tyler sessions may train any City users not able
to attend the Tyler sessions or additional sessions may be contracted at the applicable negotiated rates
for training.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 4 End User Training
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Conduct user training sessions A R C I I I I I
Conduct additional End User
training sessions I I A C I R I I I I
46 / 69
4.5.4 Control Point 4: Final Testing & Training Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. Advancement to the Production
Cutover Stage is dependent upon Tyler’s receipt of the Stage Acceptance.
4.5.4.1 Final Testing & Training Stage Deliverables
• Production Cutover checklist
o Objective: Provide a detailed checklist outlining tasks 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 processing.
o Acceptance criteria: Definition of all pre-production tasks, assignment of owners and
establishment of due dates.
o
• User Acceptance Test Plan
o Objective: Provide testing steps to guide users through testing business processes in Tyler
software.
o Scope: Testing steps for Standard business processes.
o Acceptance criteria: Testing steps have been provided for Standard business processes.
• Training Plan & End User Training Agenda
o Objective: Provide the training plan and schedule for End User training
o Scope: Provide standard documentation reflecting the training plan and the Agenda for
end user training based on modular training. Collaborate with the City to understand
class sizes and functional class needs. The Training Plan will also include the trainings to
be completed by the City where applicable
o Acceptance criteria: City approval of the Training Plan & End User Training Agenda
4.5.4.2 Final Testing & Training Stage Acceptance Criteria
• Production Cutover Checklist delivered and reviewed
• Modification(s) tested and accepted, if applicable
• Standard 3rd party Data Exchange programs tested and accepted
• Standard Forms & Reports tested and accepted
• User acceptance testing completed
• End User training completed
47 / 69
4.6 Production Cutover (Stage 5)
City and Tyler resources complete tasks as outlined in the Production Cutover Plan and the City begins
processing day-to-day business transactions in the Tyler software. Following production Cutover, the City
transitions to the Tyler support team for ongoing support of the Application.
4.6.1 Final Data Conversion
The City provides final data extract and Reports from the Legacy System for data conversion and Tyler
executes final data conversion. The City may need to manually enter into the Tyler system any data added
to the Legacy System after final data extract.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 5 Final Data Conversion
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Provide final data extract C I I A C I I I I R
Provide final extract balancing
Reports I I A C R I
Convert and deliver final pass of
data A I I R I I I C
Validate final pass of data I C C I A C R C
Load final conversion pass to
Production environment I I I A C I C R
48 / 69
4.6.2 Production Processing & Assistance
Tyler staff collaborates with the City during Production Cutover activities. The City transitions to Tyler
software for day-to day business processing.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 5 Production Processing & Assistance
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Production processing C C I I A R R R R R R I I
Provide production assistance A R C I C C C C C C
49 / 69
4.6.3 Transition to Tyler Support
Tyler Project Manager(s) introduce the City to the Tyler Support team, who provides the City with day-to-
day assistance following Production Cutover.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 5 Transition to Tyler Support
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator 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
50 / 69
4.6.4 Schedule Post-Production Services, if applicable
Tyler provides post-production services if included in the Agreement. Prior to scheduling services, the
Tyler Project Manager(s) collaborate with City Project Manager(s) to identify needs.
This requires close collaboration with Tyler’s Project Manager and City’s Project Manager.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 5 Schedule Post-Production Services, if applicable
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Identify topics for post-production
services
C C A R I C I
Schedule services for post-
production topics A R I C C I C I
51 / 69
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.
4.6.5.1 Production Cutover Stage Deliverables
• Final data conversion
o Objective: Ensure (in Scope) Legacy System data is available and accurate in Tyler
software in preparation for production processing.
o Scope: Final passes of all conversions completed in this Phase.
o Acceptance criteria: Data is available and accurate in production environment.
• Support transition documents
o Objective: Define strategy for on-going Tyler support.
o Scope: Define support strategy for day-to-day processing, conference call with City
Project Manager(s) and Tyler support team, define roles and responsibilities, define
methods for contacting support.
o Acceptance criteria: The City receives tools to contact support and understands proper
support procedures.
4.6.5.2 Production Cutover Stage Acceptance Criteria
• 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
52 / 69
4.7 Phase/Project Closure (Stage 6)
Project or Phase closure signifies full implementation of all products purchased and encompassed in the
Phase or Project. The City moves into the next cycle of their relationship with Tyler (next Phase of
implementation or long-term relationship with Tyler Support).
4.7.1 Close Phase/Project
The City and Tyler Project Manager(s) review the list of outstanding Project activities and develop a plan
to address them. The Tyler Project Manager(s) reviews the Project budget and status of each contract
Deliverable with the City Project Manager(s) prior to closing the Phase or Project.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 6 Close Phase/Project
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Review outstanding Project
activities and develop action plan
A R C C C I C I C
Review Project budget and status
of contract Deliverables A R I I C
53 / 69
4.7.2 Control Point 6: Phase/Project Closure Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. This is the final acceptance for the
Phase/Project.
4.7.2.1 Phase/Project Closure Stage Deliverables
• Phase/Project reconciliation report
o Objective: Provide comparison of contract Scope and Project budget.
o Scope: Contract Scope versus actual, analysis of services provided and remaining budget,
identify any necessary Change Requests or Project activity.
o Acceptance criteria: City Acceptance of services and budget analysis and plan for
changes, if needed.
4.7.2.2 Phase/Project Closure Stage Acceptance Criteria
• Outstanding Phase or Project activities have been documented and assigned
• Phase/final Project budget has been reconciled
• Tyler Deliverables for the Phase/Project are complete
54 / 69
5 Responsibilities
5.1 Tyler Roles and Responsibilities
Tyler assigns a Project Manager prior to the start of the Project. The Project Manager assigns additional
Tyler resources as the schedule develops and as needs arise. One person may fill multiple project roles.
Tyler will make it top priority to ensure that their project manager and the Tyler Implementation
Consultant and any team members they select will be with the City through the duration of the
implementation or through the entire scope of the role they are assigned.
5.1.1 Tyler Executive Management
• Provides clear direction for Tyler staff on executing on the Project Deliverables to align with
satisfying the City’s overall organizational strategy.
• Authorizes required project resources.
• Resolves all decisions and/or issues not resolved at the implementation management level as part
of the escalation process.
• Offers additional support to the project team and is able to work with other Tyler department
managers in order to escalate and facilitate implementation project tasks and decisions.
• Acts as the counterpart to the City’s executive sponsor.
5.1.2 Tyler Implementation Management
• Acts as the counterpart to the City steering committee.
• Assigns initial Tyler project personnel.
• Works to resolve all decisions and/or issues not resolved at the Project Management level as part
of the escalation 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 including progress towards agreed upon goals and objectives.
5.1.3 Tyler Project Manager
The Tyler Project Manager(s) provides oversight of the Project, coordination of resources between
departments, management of the project budget and schedule, effective risk and issue management, and
is the primary point of contact for all Project related items.
• Contract Management
o Validates contract compliance throughout the Project.
o Ensures Deliverables meet contract requirements.
o Acts as primary point of contact for all contract and invoicing questions.
o Prepares and presents contract milestone sign-offs for acceptance by City Project
Manager(s).
55 / 69
o Coordinates Change Requests, if needed, to ensure proper Scope and budgetary
compliance.
• Planning
o Update and deliver Implementation Management Plan.
o Defines project tasks and resource requirements.
o Develops initial project schedule and full scale Project Plan.
o Collaborates with City Project Manager(s) to plan and schedule project timelines to
achieve on-time implementation.
• 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 risk/issue tracking/reporting process between the City and Tyler and takes all
necessary steps to proactively mitigate these items or communicates with transparency
to the City any items that may impact the outcomes of the Project.
o Collaborates with the City’s Project Manager(s) to establish key business drivers and
success indicators that will help to govern project activities and key decisions to ensure a
quality outcome of the project.
o Sets a routine communication plan that will aide all project team members, of both the
City and Tyler, in understanding the goals, objectives, current status and health of the
project.
• Team Management
o Acts as liaison between project team and Tyler manager(s).
o Identifies and coordinates all Tyler resources across all applications, Phases, and activities
including development, forms, installation, reports, implementation, and billing.
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 completion of tasks as defined in the
Project Plan, task list, and Production Cutover Checklist.
o Assesses team performance and adjusts as necessary.
o Interfaces closely with Tyler developers to coordinate program Modification activities.
o Coordinates with in Scope 3rd party providers to align activities with ongoing project
tasks.
5.1.4 Tyler Implementation Consultant
• Completes tasks as assigned by the Tyler Project Manager(s).
• Performs problem solving and troubleshooting.
• Follows up on issues identified during sessions.
• Documents activities for on-site services performed by Tyler.
• Provides conversion Validation and error resolution assistance.
56 / 69
• Recommends guidance for testing Forms and Reports.
• Tests software functionality with the City following configuration.
• Assists during Production Cutover process and provides production support until the City
transitions to Tyler Support.
• Provides product related education.
• Effectively facilitates training sessions and discussions with City and Tyler staff to ensure
adequate discussion of the appropriate agenda topics during the allotted time.
• Conducts training (configuration, process, conversion Validation) for Power Users and the City’s
designated trainers for End Users.
• Clearly documents homework tasks with specific due dates and owners, supporting and
reconciling with the final Project Plan.
• Keeps Tyler Project Manager(s) proactively apprised of any and all 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 action.
5.1.5 Tyler Sales
• Provide sales background information to Implementation during Project initiation.
• Support Sales transition to Implementation.
• Provide historical information, as needed, throughout implementation.
5.1.6 Tyler Software Support
• Manages incoming client issues via phone, email, and online customer incident 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 timely and effective resolution.
• Identifies options for resolving reported issues.
• Reports and escalates defects to Tyler Development.
• Communicates with the City on the status and resolution of reported issues.
5.1.7 Tyler Subject Matter Expert
• Possesses both a broad and deep understanding of the functionality within Tyler software
products for his/her functional area(s).
• Provides confident recommendations regarding configuration decisions and business process
best practices using Tyler’s products based on his/her experience and expertise implementing
Tyler software products with similar organizations.
• Provides conversion consulting and mapping assistance.
• Follows up on issues identified during sessions.
• Documents activities for on-site services.
• Clearly documents homework tasks with specific due dates and owners, supporting and
reconciling with the final Project schedule.
• Keeps Tyler Project Manager(s) proactively apprised of any and all issues which may result in the
need for additional training needs, change in schedule, change in process decisions, or which
have the potential to adversely impact the success of the Project prior to taking action.
• Performs gap analysis and documents non-contracted Modifications requests.
57 / 69
5.1.8 Tyler Data Conversion Experts
• Validates client data files are in proper format.
• Develops customized conversion programs to convert Legacy System data into the Tyler database
for production use according to defined mapping.
• Provides error Reports on unsupported data conditions and the merging or normalization of data
fields.
• Assists the City with understanding and interpreting error Reports.
• Populates the data conversion mapping document to about 70% completion prior to asking for
clarification or assistance from the City
• Performs changes and corrections to customized conversion programs as the City discovers data
anomalies and exception conditions.
5.1.9 Tyler Reports/Forms Experts
• Provides specifications for all Forms & Reports in Scope.
• Reviews requirements for Peripherals and Consumables, if applicable.
• Conducts review of City’s form mockup sheets.
• Develops final form designs.
• Configures and installs Forms software and approved Forms.
5.1.10 Tyler Trainer
• Provides product related education.
• Effectively facilitates training sessions and discussions with City and Tyler staff to ensure
adequate discussion of the appropriate agenda topics during the allotted time.
• Conducts training (configuration, process, conversion Validation) for Power Users and the City’s
designated trainers for End Users.
5.2 City Roles and Responsibilities
City resources will be assigned prior to the start of each Phase of the project. One person may be
assigned to multiple project 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 required Project resources.
• Resolves all decisions and/or issues not resolved at the City steering committee level as part of
the escalation process.
• Actively participates in organizational change communications.
58 / 69
5.2.2 City Steering Committee
• Works to resolve all decisions and/or issues not resolved at the Project Manager level as part of
the escalation process.
• Attends all scheduled steering committee meetings.
• Provides support for the project team.
• Assists with communicating key project messages throughout the organization.
• Prioritizes the project within the organization.
• Provides management support for the project to ensure it is staffed appropriately and staff have
necessary resources.
• Monitors project progress including progress towards agreed upon goals and objectives.
• Has the authority to approve or deny changes impacting the following areas:
o Cost
o Scope
o Schedule
o Project Goals
o City Policies
5.2.3 City Project Manager
The City shall assign Project Manager(s) prior to the start of this Project with overall responsibility and
authority to make decisions related to project Scope, scheduling, and task assignment, and communicates
decisions and commitments to the Tyler Project Manager(s) in a timely and efficient manner. When 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 Deliverables meet contract requirements.
o Acts as primary point of contact for all contract and invoicing questions.
o Signs off on contract milestone acknowledgment documents.
o Collaborates on and approves Change Requests, if needed, to ensure proper Scope and
budgetary compliance.
• Planning
o Review and acknowledge Implementation Management Plan.
o Defines project tasks and resource requirements for City project team.
o Collaborates in the development and approval of the initial Project Plan and Project Plan.
o Collaborates with Tyler Project Manager(s) to plan and schedule Project timelines to
achieve on-time implementation.
• Implementation Management
o Tightly manages Project budget and Scope and collaborates with Tyler Project
Manager(s) to establish a process and approval matrix to ensure Scope changes and
budget planned versus actual are transparent and handled effectively and efficiently.
59 / 69
o Collaborates with Tyler Project Manager to establish and manage a schedule and
resource plan that properly supports the Project Plan, as a whole, that is also in balance
with Scope/budget.
o Collaborates with Tyler Project Manager(s) to establish risk/issue tracking/reporting
process between the City and Tyler and takes all necessary steps to proactively mitigate
these items or communicates with transparency to Tyler any items that may impact the
outcomes of the Project.
o Collaborates with Tyler Project Manager(s) to establish key business drivers and success
indicators that will help to govern Project activities and key decisions to ensure a quality
outcome of the Project.
o Routinely communicates with both City staff and Tyler, aiding in the understanding of
goals, objectives, current status, and health of the 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 installation, 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 completion of tasks as defined in the
Project Plan, task list, and Production Cutover Checklist.
o Assesses team performance and takes corrective action, if needed.
o Provides guidance to City technical teams to ensure appropriate response and
collaboration with Tyler Technical Support Teams 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 Functional Leads
• Makes business process change decisions under time sensitive conditions.
• Communicates existing business processes and procedures to Tyler consultants.
• Assists in identifying business process changes that may require escalation.
• Attends and contributes business 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 User training.
• Completes performance tracking review with client project team on End User competency on
trained topics.
• Provides Power and End Users with dedicated time to complete 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, including, but not limited to, the
following key activities:
60 / 69
o Task completion
o Stakeholder Presentation
o Implementation Management Plan development
o Schedule development
o Maintenance and monitoring of risk register
o Escalation of issues
o Communication with Tyler project team
o Coordination of City resources
o Attendance at scheduled sessions
o Change Management activities
o Modification specification, demonstrations, testing and approval assistance
o Conversion Analysis and Verification Assistance
o Decentralized End User Training
o Process Testing
o User Acceptance Testing
5.2.5 City Power Users
• Participate in Project activities as required by the project team and Project Manager(s).
• Provide subject matter expertise on City business processes and requirements.
• Act as subject matter experts and attend current/future state and validation sessions as needed.
• Attend all scheduled training sessions.
• Participate in all required post-training processes as needed throughout Project.
• Participate in Conversion Validation.
• Test all Application configuration to ensure it satisfies business process requirements.
• Become Application experts.
• Participate in User Acceptance Testing.
• Adopt and support changed procedures.
• Complete all Deliverables by the due dates defined in the Project Plan.
• Demonstrate competency with Tyler products processing prior to Production Cutover.
• Provide knowledge transfer to City staff during and after implementation.
5.2.6 City End Users
• Attend all scheduled training sessions.
• Become proficient in Application functions related to job duties.
• Adopt and utilize changed procedures.
• Complete all Deliverables by the due dates defined in the Project Plan.
• Utilize software to perform job functions at and beyond Production Cutover.
5.2.7 City Technical Support
• Coordinates updates and releases with Tyler as needed.
• Coordinates the copying of source databases to training/testing databases as needed for training
days.
• Extracts and transmits conversion data and control reports from City’s Legacy System per the
conversion schedule set forth in the Project Plan.
61 / 69
• Coordinates and adds new users and printers and other Peripherals as needed.
• Validates all users understand log-on process and have necessary permission for all training
sessions.
• Coordinates Interface development for City 3rd party Data Exchanges.
• Develops or assists in creating Reports as needed.
• Ensures on-site system hardware meets specifications provided by Tyler.
• Assists with software Installation as needed.
5.2.8 City Upgrade Coordinator
• Becomes familiar with the Software Upgrade process and required steps.
• Becomes familiar with Tyler’s releases and updates.
• Utilizes Tyler Community to stay abreast of the latest Tyler releases and updates, as well as the
latest helpful tools to manage the City’s Software Upgrade process.
• Assists with the Software Upgrade process during implementation.
• Manages Software Upgrade activities post-implementation.
• Manages Software Upgrade plan activities.
• Coordinates Software Upgrade plan activities with City and Tyler resources.
• Communicates changes affecting users and department stakeholders.
• Obtains department stakeholder sign-offs to upgrade production environment.
5.2.9 City Project Toolset Coordinator
• Ensures users have appropriate access to Tyler project toolsets such as Tyler University, Tyler
Community, Tyler Product Knowledgebase, SharePoint, etc.
• Conducts training on proper use of toolsets.
• Validates completion of required assignments using toolsets.
5.2.10 City Change Management Lead
• Validates users receive timely and thorough communication regarding process changes.
• Provides coaching to supervisors to prepare them to support users through the project changes.
• Identifies the impact areas resulting from project activities and develops a plan to address them
proactively.
• Identifies areas of resistance and develops a plan to reinforce the change.
• Monitors post-production performance and new process adherence.
62 / 69
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 changes are thoroughly and smoothly
implemented and that the 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 in
the Scope of work, timeline, resources, and/or budget are revised and
agreed upon by participating parties.
Configuration A term used for developing setup of an application through the user
interface without having to develop modification of the software code.
Consumables Items that are used on a recurring basis, usually by Peripherals.
Examples: paper stock or scanner cleaning kits.
Control Point Occurring at the end of each Stage, the Control Point serves as a formal
client review point. Project progress cannot continue until the client
acknowledges the agreed upon Deliverables of the Stage have been
met or agree on an action plan to make the Deliverable acceptable and
move to next Stage while executing final steps of current Stage.
Cutover The point when a client begins using Tyler software in production.
Data Exchange A term used to reference Imports and Exports, and Interfaces which
allow data to be exchanged between an external system and Tyler
software.
Data Mapping The process of mapping fields from the Legacy System to the
appropriate location in the new system from one or more sources.
Deliverable A tangible or intangible object/document produced as a result of the
Project that is intended to be delivered to a client (either internal or
external) or vendor at a specific time.
End User The person for whom the software is designed to use on a day-to-day
basis.
Forms A document which is typically printed on a template background and
only captures data for one record per page. Forms are provided to
entity customers whether internal (employees) or external (citizens).
Imports and Exports A process within the system that a user is expected to run to consume
(Import) or produce (Export) a specifically defined file format/layout.
Interface A real-time or automated exchange of data between two systems.
63 / 69
Install References the initial installation of software files on client services and
preparing the software for use during configuration. The version
currently available for general release will always be used during the
initial install.
Legacy System The system from which a client is converting.
Modification Modification of software program package to provide individual client
requirements documented within the Scope of the Agreement. This
refers to customization of code in the software that requires developer
time.
Peripherals 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.
Phase 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
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.
Power User 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 criteria.
Project The Project includes all implementation activity from Plan & Initiate to
Closure for all products, Applications and functionality included in a
single Agreement. The Project may be broken down into multiple
Phases.
Project Plan The Project Plan serves 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 included in the Project Plan.
Project Planning Meeting Occurs during the Plan & Initiate Stage to coordinate with the Client
Project Manager to discuss Scope, information needed for project
scheduling and resources.
Questionnaire A document containing a list of questions to be answered by the client
for the purpose of gathering information needed by Tyler to complete
the implementation.
RACI A chart describing level of participation by various roles in completing
tasks or Deliverables for a Project or process. Also known as a
responsibility assignment matrix (RAM) or linear responsibility chart
(LRC).
Reports Formatted to return information related to multiple records in a
structured format. Information is typically presented in both detail and
summary form for a user to consume.
Scope Products and services that are included in the Agreement.
64 / 69
Software Upgrade References the act of updating software files to a newer software
release.
Stage 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.
Stakeholder Presentation Representatives of the Tyler implementation team will meet with key
client representatives to present high level Project expectations and
outline how Tyler and the Client can successfully partner to create an
environment for a successful implementation.
Standard Included in the base software (out of the box) package.
Statement of Work (SOW) Document which will provide supporting detail to the Agreement
defining Project -specific activities and Deliverables Tyler will provide to
the client.
Test Plan 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 client specific
scenarios and processes.
Validation (or to validate) The process of testing and approving that a specific Deliverable,
process, program or product is working as expected.
Work Breakdown Structure
(WBS)
A hierarchical representation of a Project or Phase broken down into
smaller, more manageable components.
65 / 69
7 Tyler Resources Purchased
Tyler’s complete EnerGov proposal as set forth in the Investment Summary have been defined within the
project as follows:
Perpetual License: Tyler makes the licensed software available on the project SharePoint site for
downloading.
Estimated Timeline of 18 months
7.1.1 “Business transaction” is defined by:
Unique workflow or business process steps & actions (including output actions)
Unique Automation logic (IO logic etc.)
Unique Fee assessment / configuration definition
Unique Custom fields/forms definition
Uniqueness of any of these mentioned parameters regulates the need for a unique business case
transaction design document and configuration event
7.1.2 “Template” transaction is defined by:
A pre-defined and pre-configured EnerGov best management business process.
7.1.3 “Geo-Rule” is defined by:
An automation event that is triggered by a condition configured around the source Esri
geodatabase. Current geo-rule events are:
• Alert • Displays a pop-up with a custom message to the user, notifying them of
certain spatial data (i.e. noise abatement zones; flood zones; etc.).
• Block • 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 managed, etc.)
• Block
with
Override
• 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 managed, etc.) However, the block
can be overridden by end-users who have been given the proper
securities.
• Fee Date • Populates the CPI vesting date on the record if vesting maps are used by
the jurisdiction.
• Filed • A custom field or any field inherent in the EnerGov application can
66 / 69
Mapping automatically populate with information based on spatial data.
• Required
Action
• 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.
• Required
Step
• A workflow step can automatically populate in the workflow details for
the particular record (i.e. plan, permit, code case, etc.) that requires the
step based on certain spatial data related to the case.
• Zone Mapping • The zone(s) automatically populate on the “Zones” tab of the record (i.e.
plan, permit, code case, etc.).
7.1.4 “Intelligent Object (IO)” is defined by:
Key components for automatically and reactively triggering geo-rules, computing fees, and
generating emails, alerts and other notifications.
7.1.5 “Intelligent Automation Agent (IAA)” is defined by:
A tool designed to automate task in a proactive manner by setting values and generating emails
and other tasks. On a nightly basis, a Windows service sweeps the EnerGov system looking for IAA
conditions that have been met, and the associated actions are then performed. The IAA does not
generate alerts or errors.
7.1.6 “EnerGov
7.1.7 SDK API (Toolkits)” are defined by:
API’s developed by Tyler Technologies for the purpose of extending the EnerGov Framework and
functionality to external agencies and systems. Full documentation is available for each toolkit
upon request.
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 VARs
to develop any necessary applications and integrations except as otherwise noted in the
Investment Summary for any “in-scope” integrations.
67 / 69
8 EnerGov Conversion Summary
Below is a list of major key fields that Tyler may be asked to convert but it is not a
comprehensive list.
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 global contacts
• Non-keyed contacts converted to a Memo Custom Field or a standard note Parcel and Addresses
• Reviews and Approvals – Converted to Activity
• Fees
• Bonds and Escrow
• Activities and Actions
• Conditions
• Notes
• Holds
• Initialized Workflows
68 / 69
• Attachments
• 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 Contacts
• Contacts – Unique (keyed) contacts converted to global contacts
• Non-keyed contacts converted to a Memo Custom Field or a standard note
• Parcels and Addresses
• Reviews and Approvals – Converted to Activity
• Inspections and Inspection Cases
• Fees
• Meetings and Hearings
• Bonds and Escrow
• Activities and Actions
• Conditions
• Notes
• Zones
• Holds
• Initialized Workflows
69 / 69
• Attachments
• Projects
• Payment and Fee history
City of Costa Mesa - LMS Requirements 1
City of Costa Mesa, CA
Land Management System Requirements
Modules
R 1. Permitting and Land Management
R 2. Electronic Plan Review
R 3. Inspections
R 4. Code Enforcement
R 5. Queries and Reporting
R 6. Business License
Technology
R 7. Preference for MS Windows Server 2012 R2 Platform. Moving towards
2016 R2.
R 8. Preference for MS SQL Server 2012 R2 database.
Database: List % of installs by database.
Platform: List % of installs by platform.
R 9. Ability to run on Virtual Machines with VMware.
R 10. Multiple Environments; Production, Test, Train, Development.
Available for hosted and on-premises platforms.
R 11. 100% Web-based architecture.
R 12. Compatible with Windows 7 or higher desktop client, 64 -bit.
R 13. Role-level security to menu and screen level. Ability to mask sensitive
fields is Important.
R 14. Single sign-on: MS Active Directory, LDAP compatible.
R 15. Support user authentication management such as password
encryption, password updates every 90 days, etc.
R 16. Microsoft Office integration with Word and Excel; mail merge, letters,
data extraction, data import, reporting, etc..
R 17. Microsoft Outlook and Exchange Server integration for Email and
workflow approval. Calendaring is Important.
R 18. Integration technologies, e.g. Web Services, SOA, XML, etc.
R 19. Experience iintegrating with software listed and method proposed
(Web Services, XML, API, etc.):
R a. ARC
R b. HdL Business License
N c. Progressive Solutions – Animal Licensing
R d. Accela CMConnect (PublicStuff) – Mobile Citizen Request and Code
Enforcement
I e. Zoll RescueNet Fire RMS – Inspection results on Fire Permits
R f. Laserfiche – Permanent Document Storage
R 20. Mobile operating systems and device types supported. Prefer device
and operating system agnostic.
R 21. Describe functions supported via mobile devices, e.g. approvals,
inspection scheduling and resulting, code case entry, etc.
R = Required
I = Important
N = Nice to have
E = Explore
City of Costa Mesa - LMS Requirements 2
I 22. Store and forward mobile data entry for areas with poor or no mobile
network connectivity.
R 23. Configurable internal and external facing self-service Web Portal for
inquiries, Permit applications, plan submittal, inspection scheduling,
payments and notifications with customizable look and feel. Describe
functions supported.
General Requirements
R 24. Role-tailored home screens or dashboards to present reports, tasks,
notifications, etc.; ability to modify to user preferences is Nice to Have.
R 25. Assign multiple roles to one user.
R 26. Audit Trail with user, date, time stamp throughout all modules.
Before/after history.
R 27. User configurable menus, screens, fields and tabs.
R 28. Searchable online help and user manuals; context sensitive help.
R 29. Spell checking in data entry screens, notes, etc.
R 30. Define mandatory fields for Permit entry, Permit applications, code
case information, mobile inspections, etc.
R 31. Rules-based workflow; concurrent, sequential, partial approvals, etc.
by type with ability to add a step or approver while in process.
R 32. Digital signatures for reviews, approvals, etc.
R 33. Rules-based alerts or notifications triggered by actions or dates.
R 34. Scan and attach documents to records in multiple formats, from within
the application, including PDF, JPEG, TIF, DWG, Word, Excel, etc.
R 35. Initiate document search by Parcel ID, address, spatial location or other
parameter. Ability to search documents stored outside the system in
Laserfiche.
R 36. Global record repository of data. Enter field data once, update across
all records, modules, and departments.
R 37. Configurable forms tools to create electronic applications that can be
routed for approval and that update transaction records.
R 38. Stay current and in compliance with State and Federal reporting
requirements.
Permitting and Land Management
Land Records, Master File and Permitting
R 39. Consume GIS data including parcel, addressing and zoning from
external or internal sources, e.g. County, Real Estate database, etc.
Identify source, date last updated, etc.
R 40. Tie a Parcel to an Assessor Parcel Number or APN.
R 41. Capture Parcel Address, Sub-Division, Legal Description (Plat), Property
ID, Geo-parcel ID, Lat./Long coordinates, etc.
R 42. Track parcel genealogy and history including parcel changes, street
name changes, subdivisions, zoning, parent/child relationships, splits,
merges, retired parcels, etc.
R 43. Addressing model that supports a hierarchical structure; parcel,
building, floor plan, unit. Capture square footage, occupancy data, etc.
associated to primary address.
City of Costa Mesa - LMS Requirements 3
R 44. Support parcels with ½ as part of the address line. City uses letters, not
fractions, but have inherited addresses with fractions.
R 45. Have efficient process to manage creation of records where no parcel
number is available; update with actual when available.
R 46. Search Parcel records by attribute, e.g. single family dwellings, multi-
family, businesses, Sober Living Homes, etc.; display on GIS map.
R 47. Filtered or GIS search on addresses by range, odd, even, within a
polygon, line/street, buffer zone, etc.
R 48. Manage Special or Unique Permit applications; that have a different
workflow and spatial information necessary to review: like verify
zoning and review for others within 650 feet.
R 49. Unlimited Permit types and sub-types with unique fees for each; e.g.
Building, Commercial, Residential, Fire, etc.
R 50. Creation of non-parcel based Permits; line, polygon, right-of-way,
utilities, etc.
R 51. Permit cloning; copy one to create one or multiple new ones.
R 52. Support Combo Permits.
R 53. Default fees based on Permit type with ability to override with
permissions; multiple fees per permit.
R 54. Multiple fee types at fixed amount or calculation based on variety of
factors; per unit multiplier, range or tiered, hours x staff rate,
incremental changes in square feet, etc.
R 55. Default General Ledger charge code by fee.
R 56. Maintain history of fees and fee calculations for a specific record.
N 57. Online fee estimator tool for internal and external users.
R 58. Date effective fee table updates.
R 59. Define Permits allowed for online application by type; required data,
required attachments, etc. Electronic creation of Permit based on
information provided.
R 60. Support zoning review at time of Permit application.
R 61. Track multiple contacts for Permit including name, address, email,
phone, etc. Types include Applicant, Owner, Contractor, Architect,
Electrician, etc.
R 62. Define Permitting activity checklists by type; ensure all data is gathered
and all steps followed for completion.
R 63. Generate a list of required inspections based on Permit type with
ability to modify for exceptions.
R 64. Capture Permit attributes on a Building Permit; number of sinks,
electrical outlets, main panels, sub panels, etc.
R 65. Manage total number of Permit type issued to a property or customer
in a year; Garage Sale Permits, Banner Permits. Create alert or warning
if quantity exceeds number allowed (Nice to Have).
R 66. Link related Permits.
R 67. Produce required notifications (using editable template, or auto-filled
emails to applicants) for specific Permit types based on polygon or
buffer zone selection on a map.
R 68. Track, manage and report on development Projects.
City of Costa Mesa - LMS Requirements 4
R 69. Capture Project contact management data and activities including calls,
emails, attachments; property owner, applicant, contractor, sub-
contractor, architect, etc.
R 70. Track and report on Project status including milestones, hearing
progress, due dates, legal notification dates, changes, etc.
R 71. Public-facing parcel viewer with ability to control access to certain
data, e.g. land zoning and issued Permits only.
R 72. Online self-service: View Permit status, inspections results, update
contacts, addresses, Contractor information, etc.
R 73. Creation, issuance and tracking of parking Permits; long-term
renewable and temporary.
Review
R 74. Dashboard view of reviews in progress and required by department.
R 75. Manage routing of Permit review to internal and external parties;
assign and monitor Permit review due dates.
R 76. Online Permit review status queue.
R 77. Define library of comments and conditions that can be selected and
added to a Permit. Use comments in notifications to applicant.
R 78. Cut and paste from Word document or other source and populate
fields, notes, etc.
I 79. Date and time tracking for review activities related to a Permit or
Project to meet Cost Recovery-based fee calculations (for future
mandate).
R 80. Electronic Plan Review with comments, markup and signature by
multiple reviewers (internal and external). Describe tool proposed.
R 81. Generate and distribute individual or consolidated Plan Review
comment letters and conditions of approval to applicants via letter,
email, or both.
R 82. Permit corrections or changes trigger workflow for all required
approvers.
R 83. Disallow Permit generation if mandatory fields, fees, holds, or
inspections are missing.
R 84. Generate Permit Cards for posting on site with a checklist of required
inspections by Permit type.
R 85. Date effective Permits with expiration dates and ability to extend
expiration date, e.g. 180 days from last inspection.
R 86. Alert, notification or report when nearing Permit expiration date (e.g.
within 30 days); generate email or notice to customer. Notification via
Text message is Nice to Have.
R 87. Notify of past-due workflow review to supervisor or designated
authority for re-assignment. Automatic escalation to next level
approver is Important.
E 88. Manage transactions related to Developer Deposits, e.g. initial deposit,
Permits issued, draws, refunds, etc.
Inspections - Building
R 89. Define multiple inspection types with category, sub-category and
associated fees.
City of Costa Mesa - LMS Requirements 5
R 90. Online Applicant request for inspections and update system with
request. Select AM or PM time slot.
R 91. Manage online inspection requests; review and approve or re-assign to
different inspector or department.
R 92. Internal calendar to manage inspection scheduling.
R 93. Push notification of scheduled inspector and inspection date to online
Applicant portal.
N 94. Generate route map using Google Map interface.
I 95. Create an electronic packet of documents required for inspection;
images, maps, grade plans, improvement plans, etc. with option to
print or access via tablet or mobile device.
R 96. Attach photos to an inspection via mobile device or upload from shared
file.
R 97. Library of corrections, comments, conditions, approvals presented in a
dropdown menu to select and add to an inspection.
R 98. Issue Stop Work order in the field; generate a fee, send a notice, notify
other departments for action.
R 99. Mobile and in-office update of inspection results; pass/fail, correction
notices, re-schedule, status, etc.
I 100. Add mass comments, inspection results, corrections, etc. to a tract or
Project, with ability to select a range or individual Permits to apply
updates to.
R 101. Trigger a new Permit or Inspection during resulting process of
scheduled Inspection.
R 102. Generate Certificate of Occupancy once all inspections are finaled and
as-built Plans submitted.
R 103. Generate annual inspections for specific Permit types, e.g. Conditional
Use Permits.
Inspections - Fire
R 104. Inspection calendaring via MS Outlook.
R 105. Assign and schedule inspectors by area, station and work shift.
R 106. Define inspection category and frequency based on type, e.g. high rise,
hazardous materials, prior inspection, etc.
R 107. Define inspection areas by line or polygon.
R 108. Define inspection sequence for a multi-tenant building or retail
development. Ability to select specific units for random inspection or
based on prior history is a plus.
R 109. Calculate tiered inspection fees based on square foot range, e.g. 2,500
feet = $50; over 2,500 square feet = $150, etc.
R 110. Generate billings for annual Permits or inspections.
R 111. Add fees that are fixed amounts and calculated based on actual time
incurred.
I 112. Schedule and track recurring Fire Permits and inspections.
Code Enforcement
R 113. Unlimited user-defined code case types.
City of Costa Mesa - LMS Requirements 6
R 114. Online citizen access to submit requests or complaints; generate
acknowledgment email.
R 115. Import staff or citizen complaint/request submitted via mobile device
or interface with CM Connect.
R 116. Leverage geo-location from Mobile device to pinpoint location of Code
violation or complaint.
R 117. Convert request/complaint to a Code Case; add results of initial review
and investigation.
R 118. Add new complaint information to an existing Code Case.
R 119. Define zones or areas; assign inspectors to them.
R 120. Default assignment of inspector to a Code Case based on zone or type
with ability to reassign if required; may include other departments and
external agencies.
R 121. Ability to keep specific field or tabs of information confidential e.g.
disallow public view or block user access based on role, etc.
R 122. Visibility to Code Case information: assigned inspector, inspection due
date, status, etc. on internal calendar or dashboard widget.
R 123. Add attachments to Code Case; e.g. pictures, documents, email, etc. or
point to central repository.
R 124. Drop-down library or list of corrective actions based on violation type.
R 125. Track time between issued Violation Notice and days to next required
inspection; trigger reminder when nearing re-inspection date.
R 126. Issue and print citations in the field.
R 127. Issue citations from mobile devices; assess fine, collect signatures,
print, issue, upload to system, etc. Laptop or tablet device.
R 128. System-generated forms or letters based on pre-defined template with
list of violations, required corrective actions, key dates, etc.
R 129. Designate contacts that will be sent notices; property owner, property
manager, tenant, all, or select individuals.
R 130. Issue and track a Stop Work Order related to a violation; alert or notify
Building department.
R 131. Identify businesses with Hazardous Materials.
R 132. Track Code cases through to resolution with visibility to where they are
in the overall process, e.g. appeals, request for hearing, determination,
Permit compliance, etc.
R 133. Visibility to code case history and active cases on a map.
R 134. Generate reports by violation type, category, actions taken, status,
litigation, etc.
R 135. Generate statistical reports; number of inoperable vehicle in June,
number of issued citations, etc.
Queries and Reporting
R 136. Describe end user reporting tools to support standard and ad hoc
reporting. The City requires more user-friendly query and reporting
tools that are intuitive to the user community. The preference is
towards custom or standard reports written by the Vendor at the time
of implementation.
City of Costa Mesa - LMS Requirements 7
R 137. Describe user level query tools (i.e. wild card search, drop down lists,
etc.) to facilitate look-up by address, parcel ID, owner name, partial
address, contractor name, project #, etc.
R 138. Reporting across modules on all standard and user-defined fields.
R 139. Date-range and parameter-based queries and reports.
R 140. Ability to modify standard reports and queries to create and save new
ones that can be shared or kept private.
R 141. Drill down to source transactions and attachments from queries and
reports.
R Business License
R 142. Indicate if Business License module is available. City may consider
replacing HdL with a solution that provides an integrated suite of
Community Development modules.
R 143. Add Parcel ID to Business License record and ability to search through
GIS.
R 144. Define multiple Business License Types.
R 145. Customizable Business License format and data elements by type.
R 146. Online Business Licensing application submittal and renewals. Review
at back office before issuance.
R 147. Link or Fetch and save in DB automatically from California Web sites;
State Licensing Board and Architects Board for validation of licensed
contractors, certified Architects, sales tax remitted, etc.
R 148. Track and generate renewal notices based on 12 months from date of
business opening.
R 149. Sent out email reminders for taxes or licensing fees due; including link
to forms and fee schedules.
R 150. Manage and report on aging for past due accounts.
R 151. User defined reporting of License-related activities to remind users to
set up inspections or other activities; such as businesses moved, new
businesses, hazardous materials, applications by type, etc.
R 152. Process Hotel Transient Occupancy Tax (TOT) as a percentage of gross
receipts. Currently managed in Excel.
Pre Application
Inquiry for
Entitlement
Process
Submit Application All Materials
Supplied
Yes
Process
Application
No
Development Review
Committee Needed?
Yes Assign Project to
Planner
Distribute DRC
Binders
Planning
Transportation
Fire
Engineering
Police
Building
Utilities (SCE,
Water, Sanitary)
Bi-Weekly
Development Review
Committee
Application Complete
30 Days
Yes Deem Application
Complete
No
Send Incomplete
Letter
Applicant Applies
Changes
No, Needs Study
3rd Consultant
Study Review
Make
Determination
Ministerial Review
- No Public Notice
Write Staff Report
& Resolution
Notify Applicant of
Determination and
Permit+
Appeal?A
Zoning
Administrator
Approval Required
Schedule ZA Date
Write Decision
Letter & Staff
Report
ZA Review
Planning
Commission
Review Required
Schedule PC
Hearing Date
Write Staff Report
& Resolution
Management
Review
Public Noticing Present Public
Hearing
Notify Applicant of
Determination and
Permit+
Project Approved?A
City Council
Review Required
Schedule CC
Hearing Date
Write CC Report &
Resolution
Management
Review
Present Public
Hearing
Notify Applicant of
Determination and
Permit+
Staff Processes
Decision
Final Documents/
Digital Records
B
Send Incomplete Letter -
Environmental Study Needed
Pre-Application
Review Fee if other
divisions involved
Yes
Process Fee, Give
Receipt, and
Receive
Information
No
Review
Plans/Project
Create DRC
Binders
Apply Comments
and Feedback
EIR Neg Dec MND
Mailed Notice
On-Site Posting
Newspaper
Publication
Recommend
Denial?
Project End/ Final
Documents and
Digital Records
No
Yes
Applicant Appeals
C
No
Yes
Plans needed?
No, Project Approved Project End/ Final
Documents and
Digital Records
Review Plans Plan Approved?
Project Approval not
Expected - "Do Not
Submit" Recommended
Other
Additional
Information
Required/ Make
Adjustments
Applicant
Responds to
Comments
No
Yes
Project End/ Final
Documents and
Digital Records
Pay Required
Consultant Fees
Provide Feedback
Move Forward
with Application
Submittal
Project Approval
not Expected -
"Do Not Submit"
Recommended
Additional
Information
Required/ Make
Adjustments
Applicant
Responds to
Comments
Project End/ Final
Documents and
Digital Records
Sign Into Queue
System (Contact
Into and Purpose
of Visit)
Requires
Development
Review
Application for
Compliance
Collect Code
Conditions and
Approvals from
Departments and
Special Interests
Planning
Transportation
Fire
Engineering
Police
Building
Utilities (SCE,
Water, Sanitary)
Collect Code
Conditions and
Approvals from
Departments and
Special Interests
Planning
Transportation
Fire
Engineering
Police
Building
Utilities (SCE,
Water, Sanitary)
Collect Code
Conditions and
Approvals from
Departments and
Special Interests
Planning
Transportation
Fire
Engineering
Police
Building
Utilities (SCE,
Water, Sanitary)
Collect Code
Conditions and
Approvals from
Departments and
Special Interests
Planning
Transportation
Fire
Engineering
Police
Building
Utilities (SCE,
Water, Sanitary)
Review Letter
Needs DRC Feedback
No Feedback Needed
Significant Impact
No Significant Impact
No Significant Impact After Mitigation
Approval
Denied
Management
Review of Staff
Report
Management
Review of Staff
Report
Assistant
Director Review
City Attorney to
Review
Director to
Review
City Manager to
Review
Finalize Report
and Powerpoint
Administartive
Assistant to
Process
Assistant
Director Review
City Attorney to
Review
Director to
Review
City Manager to
Review
Finalize Report
and Powerpoint
Administartive
Assistant to
Process
Project End/ Final
Documents and
Digital Records
Administrative
Assistant to
Process
Assistant
Director Review
City Attorney
and Finance to
Review
Director to
Review
City Manager to
Review
Finalize Report
and Powerpoint
Yes
No
Project End/ Final
Documents and
Digital Records
Notify Applicant of
Determination and
Permits+
Mailed Notice
On-Site Posting
Newspaper
Publication
Public Notice
Yes
No
Appeal?
Yes
B
No Project End/ Final
Documents and
Digital Records
Project Approved?
Yes
No
Appeal?
Yes
A
No Project End/ Final
Documents and
Digital Records
Public Noticing
Mailed Notice
On-Site Posting
Newspaper
Publication
Project Approved?
No Project End/ Final
Documents and
Digital Records
Yes
Notification of
Denial and Permit
+
Extension Decision
Yes
Process Extension
No Project Completed
and Permit+
Plan
Check
Does this require a
business license?
Plan
Checks
Determine Project
Type/Plan
No
Project Completed
Submit Application Take in Application Route to
Applicable Depts.
Dev. Services
Planning
Dev. Services
Building
Fire Prevention
Public Services
Engineering
Public Services
Transportation
Public Services
Maintenance
Police
Utilities: Water
Utilities: Sanitation
Review Comments Approved
No
Application for
Revision
Yes
Issue Permit
No
Application End/
Final Documents
and Digital
Records
Pay Fees
Require a
Business License Process Inspection
Building
Inspection
Compile
Inspections and
Permits+
Review Do the Inspection?
Yes
Assign
No
Notification
Inspection Record the
Results
Request Final
Inspection
Request TCO Approved Establish TCO
AgreementYes
Yes Other Dept.
Final
Yes
Final Inspection Approved
Yes
Final Occupancy
No
No
No
No
No
Fire
Inspection Determine Project Type
Const. Permit Development
Review
Fire Department
Review
Revs. Reqd.
Yes
Revise/
Resubmit
No
Plan Check Revs. Reqd.
Yes
Revise/
Resubmit
No Construction
Inspection
Annual
Inspections
Revs. Reqd.
Yes
Revise/
Resubmit
No
Plan Check Revs. Reqd.
Yes
Revise/
Resubmit
No Construction
Inspection
Company Apt.
Inspection
Company Highrise
Inspection
Company Annual
Inspection
Inspection
Completed
Inspection
Completed
Inspection
Completed
Violations
No
Completed
Violations
Yes
Forward to CRR
No Inv. Created,
Mailed Payment Process
Violations
Yes
Forward to CRR
No Inv. Created,
Mailed Payment Process
Operational Fire
Permit
Payment Process/
Create Permit Inspection Violations
Yes
Reinspection
No
Issue Permit
Hazardous
Materials
CERS Data
Review Inspection Violations
Yes
Reinspection
No
Completed
Company
Measure-X Annual
Inspect.
Inspection
Completed Violations
Yes
Forward to CRR
No Inv. Created,
Mailed Payment Process
CRR Measure-X
Inspection, QTR.
Inspection
Completed Violations
Yes
Forward to CRR
No
Inv. Created,
Mailed Payment Process
Operational Permit
Yes
Forward to CRR
Final Occupancy
Code
Enforcement
Complaint
Investigation
Initiated
Investigate
Complaint
Determine if action is
necessary
Determine
Complaint Type
Yes
No
Unfounded or
Case Closed
Administrative
Criminal
Civil
Notice of Violation Inspection Compliance?
Yes
No Issuance of
Administration
Citation
Compliance -
Finalize
Documentation
Case Closed
Notice of Violation Inspection File Criminal
Complaint
Court Proceedings Inspection Compliance
NoRequest to City
Attorney
City Council
Approval
Yes
Fill Out Application Pay Fees Permit Issued Permit MailedAll Materials
SubmittedTurn In Application
Yes
No
Yes
Yes
Compliance?
Yes
No
Yes
No
Over the Counter
Review
No
Applicant Corrects
the Appropriate
Items
Public Services
Updates Permit+
Yes
C
B
Page 1 Page 2 Page 3 Page 4 Page 5
Pre Application
Inquiry for
Entitlement
Process
Submit Application All Materials
Supplied
Yes
Process
Application
No
Development Review
Committee Needed?
Yes Assign Project to
Planner
Distribute DRC
Binders
Planning
Transportation
Fire
Engineering
Police
Building
Utilities (SCE,
Water, Sanitary)
Bi-Weekly
Development Review
Committee
Application Complete
30 Days
Yes Deem Application
Complete
No
Send Incomplete
Letter
Applicant Applies
Changes
No, Needs Study
3rd Consultant
Study Review
Send Incomplete Letter -
Environmental Study Needed
Pre-Application
Review Fee if other
divisions involved
Yes
Process Fee, Give
Receipt, and
Receive
Information
No
Review
Plans/Project
Create DRC
Binders
Apply Comments
and Feedback
EIR Neg Dec MND
Recommend
Denial?
Project End/ Final
Documents and
Digital Records
No
Yes
Applicant Appeals
A
No
Yes
Plans needed?
No, Project Approved Project End/ Final
Documents and
Digital Records
Review Plans Plan Approved?
Project Approval not
Expected - "Do Not
Submit" Recommended
Other
Additional
Information
Required/ Make
Adjustments
Applicant
Responds to
Comments
No
Yes
Project End/ Final
Documents and
Digital Records
Pay Required
Consultant Fees
Provide Feedback
Move Forward
with Application
Submittal
Project Approval
not Expected -
"Do Not Submit"
Recommended
Additional
Information
Required/ Make
Adjustments
Applicant
Responds to
Comments
Project End/ Final
Documents and
Digital Records
Sign Into Queue
System (Contact
Into and Purpose
of Visit)
Review
Application for
Compliance
Needs DRC Feedback
No Feedback Needed
Significant Impact
No Significant Impact
No Significant Impact After Mitigation
Project End/ Final
Documents and
Digital Records
Notification of
Denial and Permit
+
Over the Counter
Review
Yes
C
Beginning of
Planning Permit
Process
Continued in Page
2
No
Make
Determination
Ministerial Review
- No Public Notice
Write Staff Report
& Resolution
Notify Applicant of
Determination and
Permit+
Appeal?A
Zoning
Administrator
Approval Required
Schedule ZA Date
Write Decision
Letter & Staff
Report
ZA Review
Planning
Commission
Review Required
Schedule PC
Hearing Date
Write Staff Report
& Resolution
Management
Review
Public Noticing Present Public
Hearing
Notify Applicant of
Determination and
Permit+
Project Approved?A
City Council
Review Required
Schedule CC
Hearing Date
Write CC Report &
Resolution
Management
Review
Present Public
Hearing
Notify Applicant of
Determination and
Permit+
Staff Processes
Decision
B
Mailed Notice
On-Site Posting
Newspaper
Publication
Collect Code
Conditions and
Approvals from
Departments and
Special Interests
Planning
Transportation
Fire
Engineering
Police
Building
Utilities (SCE,
Water, Sanitary)
Collect Code
Conditions and
Approvals from
Departments and
Special Interests
Planning
Transportation
Fire
Engineering
Police
Building
Utilities (SCE,
Water, Sanitary)
Collect Code
Conditions and
Approvals from
Departments and
Special Interests
Planning
Transportation
Fire
Engineering
Police
Building
Utilities (SCE,
Water, Sanitary)
Collect Code
Conditions and
Approvals from
Departments and
Special Interests
Planning
Transportation
Fire
Engineering
Police
Building
Utilities (SCE,
Water, Sanitary)
Review Letter
Approval
Denied
Management
Review of Staff
Report
Management
Review of Staff
Report
Assistant
Director Review
City Attorney to
Review
Director to
Review
City Manager to
Review
Finalize Report
and Powerpoint
Administartive
Assistant to
Process
Assistant
Director Review
City Attorney to
Review
Director to
Review
City Manager to
Review
Finalize Report
and Powerpoint
Administartive
Assistant to
Process
Administrative
Assistant to
Process
Assistant
Director Review
City Attorney
and Finance to
Review
Director to
Review
City Manager to
Review
Finalize Report
and Powerpoint
Yes
No
Project End/ Final
Documents and
Digital Records
Notify Applicant of
Determination and
Permits+
Mailed Notice
On-Site Posting
Newspaper
Publication
Public Notice
Yes
No
Appeal?
Yes
B
No Project End/ Final
Documents and
Digital Records
Project Approved?
Yes
No
Appeal?
Yes
A
No Project End/ Final
Documents and
Digital Records
Public Noticing
Mailed Notice
On-Site Posting
Newspaper
Publication
Project Approved?
No Project End/ Final
Documents and
Digital Records
Yes
C
Continued in Page
2 Continued in Page
3
Final Documents/
Digital Records
Requires
Development
Extension Decision
Yes
Process Extension
No Project Completed
and Permit+
Plan
Check
Does this require a
business license?
Plan
Checks
Determine Project
Type/Plan
No
Project Completed
Submit Application Take in Application Route to
Applicable Depts.
Dev. Services
Planning
Dev. Services
Building
Fire Prevention
Public Services
Engineering
Public Services
Transportation
Public Services
Maintenance
Police
Utilities: Water
Utilities: Sanitation
Review Comments Approved
No
Application for
Revision
Yes
Issue Permit
No
Application End/
Final Documents
and Digital
Records
Pay Fees
Require a
Business License Process
No
Fill Out Application Pay Fees Permit Issued Permit MailedAll Materials
SubmittedTurn In Application
Yes
No
Yes
Yes
Yes
No
Continued in Page
3
Continued in Page
4
Inspection
Building
Inspection
Compile
Inspections and
Permits+
Review Do the Inspection?
Yes
Assign
No
Notification
Inspection Record the
Results
Request Final
Inspection
Request TCO Approved Establish TCO
AgreementYes
Yes Other Dept.
Final
Yes
Final Inspection Approved
Yes
Final Occupancy
No
No
No
No
Fire
Inspection Determine Project Type
Const. Permit Development
Review
Fire Department
Review
Revs. Reqd.
Yes
Revise/
Resubmit
No
Plan Check Revs. Reqd.
Yes
Revise/
Resubmit
No Construction
Inspection
Annual
Inspections
Revs. Reqd.
Yes
Revise/
Resubmit
No
Plan Check Revs. Reqd.
Yes
Revise/
Resubmit
No Construction
Inspection
Company Apt.
Inspection
Company Highrise
Inspection
Company Annual
Inspection
Inspection
Completed
Inspection
Completed
Inspection
Completed
Violations
No
Completed
Violations
Yes
Forward to CRR
No Inv. Created,
Mailed Payment Process
Violations
Yes
Forward to CRR
No Inv. Created,
Mailed Payment Process
Operational Fire
Permit
Payment Process/
Create Permit Inspection Violations
Yes
Reinspection
No
Issue Permit
Hazardous
Materials
CERS Data
Review Inspection Violations
Yes
Reinspection
No
Completed
Company
Measure-X Annual
Inspect.
Inspection
Completed Violations
Yes
Forward to CRR
No Inv. Created,
Mailed Payment Process
CRR Measure-X
Inspection, QTR.
Inspection
Completed Violations
Yes
Forward to CRR
No
Inv. Created,
Mailed Payment Process
Operational Permit
Yes
Forward to CRR
Final Occupancy
Applicant Corrects
the Appropriate
Items
Public Services
Updates Permit+
Continued in Page
4
Continued in Page
5
Code
Enforcement
Complaint
Investigation
Initiated
Investigate
Complaint
Determine if action is
necessary
Determine
Complaint Type
Yes
No
Unfounded or
Case Closed
Administrative
Criminal
Civil
Notice of Violation Inspection Compliance?
Yes
No Issuance of
Administration
Citation
Compliance -
Finalize
Documentation
Case Closed
Notice of Violation Inspection File Criminal
Complaint
Court Proceedings Inspection Compliance
NoRequest to City
Attorney
City Council
Approval
Yes
Compliance?
Yes
NoContinued in Page
5
Planning Permit
Process End
Text
Tyler Public Portal
T y le r 3 1 1 & C lic k 2 R E p o r tTyler Community
DevelopmentBlueBeam
Tyler Mobile Apps
for Staff
iG W o r k fo r c e A p p s
Tyler EnerGov
Core
Laserfiche
Integration
LaserFiche
S
S
S
E
Scaled Plans
Tyler Public Portal
T y le r 3 1 1 & C lic k 2 R E p o r tTyler Community
DevelopmentBlueBeam
Tyler Mobile Apps
for Staff
iG W o r k fo r c e A p p s
Tyler EnerGov
Core
Laserfiche
Integration
LaserFiche
S
S
S
E
Images, Docs,
PDFs
Tyler Public Portal
T y le r 3 1 1 & C lic k 2 R E p o r tTyler Community
DevelopmentBlueBeam
Tyler Mobile Apps
for Staff
iG W o r k fo r c e A p p s
Tyler EnerGov
Core
Laserfiche
Integration
LaserFiche
s
s
s
City GIS
Infortmation
Tyler Business
Management
s
ArcGIS Enterprise
ArcGIS Enterprise
ES
E Where information is stored
s Features or Attributes Added
S Information can be submitted/
Original Layers
Tyler Public Portal
T y le r 3 1 1 & C lic k 2 R E p o r tTyler Community
DevelopmentBlueBeam
Tyler Mobile Apps
for Staff
iG W o r k fo r c e A p p s
Tyler EnerGov
Core
Laserfiche
Integration
LaserFiche
s
s
s
GIS Info Made
in Tyler
Tyler Business
Management
s
ArcGIS Enterprise
ES
s
Tyler Public Portal
T y le r 3 1 1 & C lic k 2 R E p o r tTyler Community
DevelopmentBlueBeam
Tyler Mobile Apps
for Staff
iG W o r k fo r c e A p p s
Tyler EnerGov
Core
Laserfiche
Integration
LaserFiche
S
S
S
Data Entered
into Tyler
Tyler Business
Management
S
ArcGIS Enterprise
E
E
S
This means additional data from
sender to receiver can be sent by
software, module, or solution.
LMS PERMITS TAXONOMY Red: repeating ID // Yellow: repeating permit
Administrative Adjustment AAD Operational/ Annual BL General Business GEN
Certificate of Appropriateness CAP Aerosol Products APO BL Contractor CON
CUP CUP Amusement Building AMO BL Vehicle Wheel VEH
MCUP MCP Aviation Facility AVO BL Shows/Exhibitions/Swap Meet SHO
CUP - Measure X CUX Carnivals and Fairs CFO BL Admin Office/Warehouse ADM
Amendment to CUP ACU Cellulose Nitrate Film CNO BL Non Profit NON
Amendment to MCUP AMC Combustible Dust-Producing Operations CDO HOP HOP
Density Bonus Review DBR Combustible Fibers FCF Solicitation Permit SOL
Designating a Cultural Resource DCR Compressed Gases GCO Sidewalk Sales SID
Minor Design Review MND Cryogenic Fluids CRO Sidewalk Vendors SVE
Major Design Review MJD Cutting and Welding CWO Massage??? PD???MAS
Development Agreement DVA Dry Cleaning DCO Christmas Tree/Agriculture AGR
PC Development Agreement DAP Exhibits and Trade Shows ETO Fireworks FIR
CC Development Agreement DAC Explosives EXO Bingo BIN
Development Review DVR Fire Hydrants and Valves FHO Microenterprise MIC
Environmental Review/ CEQA CEQ Flammable and Combustible Liquids FCO
General Plan Amendment - Screening GPS Hazardous Materials HMO
General Plan Amendment GPA High-Piled Storage HPO
Master Plan - Minor Change MPC Industrial Oven IOO
Master Plan - Minor Amendment MPA Lumber Yard LYO
Master Plan - Major Amendment MPM LP Gas LPO Building Combo Permits
Master Plan MPL Motor-fuel dispensing MFO New Commercial Building BNC
Minor Modification MMD Open Burning OBO New Industrial Building BNI
Mixed Use Development Plan Screening MUS Outdoor Assembly Event (over 1000)OAO New Signle Family Dwelling BSF
Mobile Home Park Conversion MHC Place of Assembly PAO New Multi-Family Dwelling BMF
Mobile Home Park Tenant Relocation (Staff Review)PRS Plant Extraction System PEO Demolition of Structures BDM
Mobile Home Park Tenant Relocation (Consultant)MHR Pyrotechnic Special Effects Material PSO Residential Alteration/Addition BRA
Planned Signing Program PSP Repair Garage RGO Commercial Building Alterations BCA
Pre-Application Review PRE Heliport HEO Pool and Spa BPS
Off-Site Hazardous Waste Facility - Notice of Intent HZI Spraying and Dipping SDO Pool Demolition BPD
Off-Site Hazardous Waste Facility - Conditional Use
Permit HZC Storage of Tires (more than 2500 sqft)STO Building Combo Mischellaneous BMC
Off-Site Hazardous Waste Facility - Local Assessment
Committee (Formation and Convening)HZL
Temporary Membrane and Tents TMO
Building Misc Permits
Reasonable Accomodation RAC Waste Handling WHO Block Walls XBW
Residential and Non-Residential Common Interest
Development Conversion CID Additional Permits for Filming Operations PFO Residential Solar XPV
Rezone/Code Amendment CAR Construction Commercial Solar XCS
Special Use Permit SUP Automatic Fire-Extinguishing System AEC Patio Covers XPC
Specific Plan - Amendment SPA Underground Fire Line UGC Accessory Structures XAC
Specific Plan - Conformity Review SPR Battery Storage Systems BSC Windows XWN
Specific Plan SPL Capacitor Energy Storage Systems CEC Simple/No Categories XMC
Urban Master Plan Screening UMS Compressed Gases GCC Grading
Variance VAR Cryogenic Fluids CFC Rough Grading GRR
Emergency Responder Radio Coverage System ERC Precise Grading GRP
Certificate of Compliance COC Fire Alarm and Detection System FAC Other
Lot Line Adjustment LLA Fire Pumps and Related Equipment FPC Electrical ELC
Tentative Tract Map TTM Flammable and Combustible Liquids FCC Mechanical MEC
Tentative Parcel Map TPM Fuel Cell Power Systems FSC Plumbing PLM
Gas Detection Systems GDC Reroof ROF
Plancheck - Commercial PCC Gates and Barricades Across Fire Apparatus Acces GBC
Plancheck - Industrial PCI Hazardous Materials HMC
Plancheck - Landscape Plan Only PCL High-Piled Storage HPC
Plancheck - Residential - Minor, 4 or less PCR Industrial Oven IOC
Plancheck - Residential - Major, 5 or more PRM LP Gas LPC
Small Cell Facility Encroachment Permit - Planning
Review SMC Motor Vehicle Repair Rooms and Booths MVC Drainage DRN
Plant Extraction System PEC Construction Access COA
Time Extension - Director Action TED Private Fire Hydrants PFH Encroachment ENC
Time Extension - Zoning Administrator Action TEZ Smoke Control or Smoke Exhaust System SCC Private Encroachment PEN
Time Extension - Planning Commission Action TEP Solar Photovoltaic System SPC Sidewalk Fee SWF
Special Event Structure SEC Dumpster Permit DMP
Address/ Address Change APD Spraying and Dipping SDC
Banner Permit BPT Standpipe systems SSC
Business License (Planning Review)BLP Temporary Membrane and Tents TMC
CC&Rs Review CCR
Flood Zone Determination Letter FZD
Garage Sale Permit GSP Film FLM
Gate Permits GTP Parking Permits PKP
Home Occupation Permit (Planning Review)HPR
Land Use Restriction LUR
Marijuana Business Permit MBP
Marijuana Business Permit - Background Check/ ID
Badge MBB
Marijuana Business Permit - Background Check by
Consultant MBC
Marijuana Business Permit - Live Scan Fees (Police
Department)MBL
Marijuana Business Permit - Renewal Fees MBR
Marijuana Business Permit - Modification MBM
Public Entertainment Permit PEP
Public Notice (Mailed notices and newspaper
publishing)NOT
Second-Story Notification SSN
Shared Parking Approval SPG
Sign Permit SPT
Sign Permit-Mural/Art SPM
Sober Living Home Operator's Permit SLH
Tree Removal Review/ Tree Replacement Plan TRR
Use Determination Letter UDL
Zoning Verification Letter ZVL
Appeal of Conditional Use Permit - Marijuana MAP
Appeal of Non-Planning Commission Decision - Tier 1 ANO
Appeal of Non-Planning Commission Decision - Tier 2 ANT
Appeal of Planning Commission Decision - Tier 1 APC
Appeal of Planning Commission Decision - Tier 2 APT
Transportation
Planning Fire
Building
Engineering
Finance
A quote for your consideration.
Based on your business needs, we put the following quote together to help with your
purchase decision. Below is a detailed summary of the quote we’ve created to help you with
your purchase decision.
To proceed with this quote, you may respond to this email, order online through your
Premier page, or, if you do not have Premier, use this Quote to Order .
Quote No.3000046008713.1
Total $52,157.75
Customer #1484189
Quoted On Sep. 10, 2019
Expires by Oct. 10, 2019
Solution ID 11518834
Deal ID 16462581
Sales Rep Brian Montoya
Phone (800) 456-3355, 5130651
Email Brian_Montoya@Dell.com
Billing To ACCOUNTS PAYABLE
CITY OF COSTA MESA
PO BOX 1200
COSTA MESA, CA 92628-1200
Message from your Sales Rep
Please contact your Dell sales representative if you have any questions or when you're ready to place an order.
Thank you for shopping with Dell!
Regards,
Brian Montoya
Shipping Group
Shipping To
RECEIVING DEPT
CITY OF COSTA MESA
79 FAIR DR
COSTA MESA, CA 92626-6520
(714) 754-5227
Shipping Method
Standard Delivery
.
Product Unit Price Qty Subtotal
PowerEdge R640 - [amer_r640_12232]$9,884.22 5 $49,421.10
Page 1 Dell Marketing LP. U.S. only. Dell Marketing LP. is located at One Dell Way, Mail Stop 8129, Round Rock, TX 78682
Attachment 2
Subtotal:
Shipping:
Non-Taxable Amount:
Taxable Amount:
Estimated Tax:
Total:
$49,421.10
$0.00
$14,109.40
$35,311.70
$2,736.65
$52,157.75
Special lease pricing may be available for qualified customers and offers. Please contact your DFS
Sales Representative for details.
Page 2
Dell Marketing LP. U.S. only. Dell Marketing LP. is located at One Dell Way, Mail Stop 8129, Round Rock, TX 78682
Shipping Group Details
.
Shipping To
RECEIVING DEPT
CITY OF COSTA MESA
79 FAIR DR
COSTA MESA, CA 92626-6520
(714) 754-5227
Shipping Method
Standard Delivery
Qty Subtotal
PowerEdge R640 - [amer_r640_12232]
Estimated delivery if purchased today:
Sep. 24, 2019
Contract # WN03AGW
Customer Agreement # MNWNC-108/7157034003
$9,884.22 5 $49,421.10
Description SKU Unit Price Qty Subtotal
PowerEdge R640 Server 210-AKWU -5 -
PowerEdge R640 Motherboard 329-BDKC -5 -
No Trusted Platform Module 461-AADZ -5 -
No Hard Drive, No Backplane chassis 321-BCUP -5 -
PowerEdge R640 Shipping 340-BKNE -5 -
PowerEdge R640 x8 Drive Shipping Material 343-BBEV -5 -
Intel Xeon Gold 5118 2.3G, 12C/24T, 10.4GT/s , 16.5M Cache,
Turbo, HT (105W) DDR4-2400 338-BLUW -5 -
Intel Xeon Gold 5118 2.3G, 12C/24T, 10.4GT/s , 16.5M Cache,
Turbo, HT (105W) DDR4-2400 374-BBPT -5 -
DIMM Blanks for System with 2 Processors 370-ABWE -5 -
Standard 1U Heatsink 412-AAIQ -5 -
Standard 1U Heatsink 412-AAIQ -5 -
2666MT/s RDIMMs 370-ADNU -5 -
Performance Optimized 370-AAIP -5 -
Diskless Configuration (No RAID, No Controller)780-BCDH -5 -
No Controller 405-AACD -5 -
No Hard Drive 400-ABHL -5 -
No Operating System, No Utility Partition 611-BBBG -5 -
No Media Required 421-5736 -5 -
iDRAC9,Enterprise 385-BBKT -5 -
OpenManage Enterprise Advanced 528-BIYY -5 -
iDRAC Group Manager, Enabled 379-BCQV -5 -
iDRAC,Legacy Password 379-BCSG -5 -
Riser Config 2, 3x16 LP 330-BBGN -5 -
Intel i350 Quad Port 1GbE BASE-T, rNDC 540-BBCB -5 -
IDSDM and Combo Card Reader 385-BBLE -5 -
Redundant SD Cards Enabled 385-BBCF -5 -
Page 3
Dell Marketing LP. U.S. only. Dell Marketing LP. is located at One Dell Way, Mail Stop 8129, Round Rock, TX 78682
32GB microSDHC/SDXC Card 385-BBKH -5 -
32GB microSDHC/SDXC Card 385-BBKH -5 -
DVD ROM, SATA, Internal 429-ABBE -5 -
8 Standard Fans for R640 384-BBQJ -5 -
Dual, Hot-plug, Redundant Power Supply (1+1), 750W 450-ADWS -5 -
Standard Bezel 325-BCHH -5 -
Dell EMC Luggage Tag 350-BBJS -5 -
No Quick Sync 350-BBKB -5 -
Performance BIOS Settings 384-BBBL -5 -
Energy Star 387-BBMK -5 -
ReadyRails Sliding Rails With Cable Management Arm 770-BBBL -5 -
No Systems Documentation, No OpenManage DVD Kit 631-AACK -5 -
US Order 332-1286 -5 -
OpenManage Integration for VMware vCenter - 1 host
increment, 3 year license - Digitally Fulfilled 634-BJBD -5 -
Dell Hardware Limited Warranty Plus On-Site Service 813-9255 -5 -
ProSupport Plus Mission Critical: 4-Hour 7x24 On-Site Service
with Emergency Dispatch, 3 Years 813-9283 -5 -
ProSupport Plus Mission Critical: 7x24 HW/SW Technical
Support and Assistance, 3 Years 813-9284 -5 -
Thank you for choosing Dell ProSupport Plus. For tech support,
visit //www.dell.com/contactdell 951-2015 -5 -
On-Site Installation Declined 900-9997 -5 -
16GB RDIMM, 2666MT/s, Dual Rank 370-ADND -80 -
Intel Ethernet i350 Quad Port 1GbE BASE-T Adapter, PCIe Low
Profile 540-BBCZ -5 -
NEMA 5-15P to C13 Wall Plug, 125 Volt, 15 AMP, 10 Feet (3m),
Power Cord, North America 450-AALV -10 -
Subtotal:
Shipping:
Estimated Tax:
Total:
$49,421.10
$0.00
$2,736.65
$52,157.75
Page 4
Dell Marketing LP. U.S. only. Dell Marketing LP. is located at One Dell Way, Mail Stop 8129, Round Rock, TX 78682
Important Notes
Terms of Sale
Unless you have a separate written agreement that specifically applies to this order, your order will be subject to and governed by the following
agreements, each of which are incorporated herein by reference and available in hardcopy from Dell at your request: Dell’s Terms of Sale ,
which include a binding consumer arbitration provision and incorporate Dell's U.S. Return Policy and Warranty (for Consumer warranties; for
Commercial warranties).
If this purchase includes software: in addition to the foregoing applicable terms, your use of the software is subject to the license terms
accompanying the software, and in the absence of such terms, then use of the Dell-branded application software is subject to the Dell End
User License Agreement - Type A and use of the Dell-branded system software is subject to the Dell End User License Agreement - Type S.
If your purchase is for Mozy, in addition to the foregoing applicable terms, your use of the Mozy service is subject to the terms and conditions
located at https://mozy.com/about/legal/terms.
If your purchase is for Boomi services or support, your use of the Boomi Services (and related professional service) is subject to the terms and
conditions located at https://boomi.com/msa.
If your purchase is for Secureworks services or support, your use of the Secureworks services (and related professional service) is subject to
the terms and conditions located at https://www.secureworks.com/eula/eula-us.
If this purchase is for (a) a storage product identified in the DELL EMC Satisfaction Guarantee Terms and Conditions located at (“Satisfaction
Guarantee”) and (ii) three (3) years of a ProSupport Service for such storage product, in addition to the foregoing applicable terms, such
storage product is subject to the Satisfaction Guarantee.
You acknowledge having read and agree to be bound by the foregoing applicable terms in their entirety. Any terms and conditions set forth in
your purchase order or any other correspondence that are in addition to, inconsistent or in conflict with, the foregoing applicable online terms
will be of no force or effect unless specifically agreed to in a writing signed by Dell that expressly references such terms.
Pricing, Taxes, and Additional Information
All product, pricing, and other information is valid for U.S. customers and U.S. addresses only, and is based on the latest information available
and may be subject to change. Dell reserves the right to cancel quotes and orders arising from pricing or other errors. Please indicate any tax-
exempt status on your PO, and fax your exemption certificate, including your Customer Number, to the Dell Tax Department at 800-433-9023.
Please ensure that your tax-exemption certificate reflects the correct Dell entity name: Dell Marketing L.P.
Note: All tax quoted above is an estimate; final taxes will be listed on the invoice.
If you have any questions regarding tax please send an e-mail to Tax_Department@dell.com .
For certain products shipped to end-users in California, a State Environmental Fee will be applied to your invoice. Dell encourages customers
to dispose of electronic equipment properly.
Page 5
Dell Marketing LP. U.S. only. Dell Marketing LP. is located at One Dell Way, Mail Stop 8129, Round Rock, TX 78682
Attachment 3
Attachment 4