Tyler Proposal ORIGINAL
City of La Quinta
78495 Calle Tampico
La Quinta, CA 92253
June 28, 2013
EnerGov Permitting System
Software and
Implementation Services
Local Government Division
5519 53rd Street
Lubbock, Texas 79414
P 800.646.2633
F 806.797.4849
Copy
City of La Quinta
78495 Calle Tampico
La Quinta, CA 92253
June 28, 2013
EnerGov Permitting System
Software and
Implementation Services
Local Government Division
5519 53rd Street
Lubbock, Texas 79414
P 800.646.2633
F 806.797.4849
June 28, 2013
Mr. Chris Escobedo
Assistant to City Manager
78-495 Calle Tampico,
La Quinta, California 92253
Thank you for giving Tyler Technologies the opportunity to submit a response to the City of La
Quinta Request For Proposals for Permitting System Software and Implementation Services. We
believe that you will find Tyler Technologies offers the best overall long-term solution for you.
We have been in business for thirty years and have installed over seventeen hundred systems.
A customer reference list is included and we encourage you to contact any of our customers and
inquire on the quality of Tyler Technologies’ EnerGov products and services. The below officer is
authorized by Tyler Technologies to negotiate and has signature authority to bind Tyler
Technologies to this Response.
Please note that certain sections of this response should be considered confidential and
proprietary and are intended for the sole use of the City of La Quinta. Confidential information
includes detailed information regarding the features, functionality and technology available
from Tyler Technologies.
We have tried to answer the RFP as thoroughly as possible. We trust we have provided enough
information for you to make an informed decision. Tyler’s proposal will remain valid for 120
days. We certify that any employee who performs work for the City is free of any conflict of
interest. Exceptions to the RFP have been included in the Terms and Conditions section of this
response. Please feel free to ask us to explore other possibilities if we have not met your
expectations in any manner.
Thank you again for considering Tyler Technologies. Please contact Michael Smith, your Account
Executive at 619-955-0802, via email mike.smith@tylertech.com or mail at 507 19th Street, San
Diego, CA 92102 if you have any questions or if you need additional information.
Sincerely,
S. Brett Cate, C.P.A.
President
Local Government Division
Table of Contents
Letter of Transmittal ........................................................................................................................ I
Executive Summary ........................................................................................................................ 1
Section 1 - Company Background ................................................................................................. 3
Section 2 – Company Qualifications .............................................................................................. 6
Section 3 – References ................................................................................................................... 9
Section 4 – Proposed Solutions ................................................................................................... 27
Section 5 – Implementation Approach ....................................................................................... 47
Section 6 – Other Requirements ................................................................................................. 57
Section 7 – Pricing......................................................................................................................... 67
Section 8 – Software Licensing and Maintenance Agreements ............................................... 75
Executive Summary
In response to the City of La Quinta‘s Request For Proposal, Tyler
Technologies is proposing its EnerGov solution. Our response reflects
our understanding of your requirements and our ability to deliver the
quality products and services you need for a successful project. Tyler’s
EnerGov solution represents the pinnacle of public sector software
offering an integrated solution of comprehensive applications designed
to resolve the City of La Quinta’s complex needs.
Choice
Though the City of La Quinta will review many choices during this
evaluation process, our goal is to make your choice an easy one. With
Tyler, there is no need to move from vendor to vendor, solution to
solution, technology to technology. Tyler’s EnerGov solution is an
integral part of a community of employees, customers, and partners
who all share a passion for serving the public.
As part of that community, the City of La Quinta will have access to all
the tools needed to efficiently manage your operations. With the goal
of being the last software company you ever choose, Tyler will work for
and with you to consistently provide you with the broadest and most
advanced public sector solutions available.
Solution
EnerGov software is a comprehensive solution designed to address your
software, training, and support needs well into the future. Integrated
applications and cutting-edge technology will allow the City of La Quinta
to streamline processes, minimize redundant data entry, improve
management coordination, maximize inter-departmental
communications, and improve public relations.
The City of La Quinta‘s employees will have access to all the tools
needed to achieve optimal efficiency and effectiveness throughout the
organization including extensive query capabilities, messaging options,
export/save options to a wide range of file formats, mail merge
capability utilizing Microsoft Word, and a multitude of reporting tools.
Applications also include drop-down menus, radio buttons, countless
drill-down abilities, and on-line documentation.
While organized in a modular configuration, the EnerGov solution
utilizes a single database for all applications and supports unlimited
concurrent users. The flexible design of the software will provide the
ability to define the structure and content of the system according to
the best business practices pertinent to the City of La Quinta‘s
environment.
Tyler is uniquely qualified to address
the client’s needs in the following
ways:
9 Tyler Community – Online portal
that gives you the ability to
share ideas and files then
receive feedback from your
peers instantly.
9 Fully integrated solution built on
the latest .NET technology
9 Roll-based dashboards allow for
instant access into pertinent
information for all functions
9 Receive Live Support from SSPA
Certified Support Professionals –
No automated queues.
9 Domain expertise in Building,
Planning, Code Enforcement &
Public Works
Contact Information
Tyler Technologies, Inc.
5519 53rd Street
Lubbock, TX 79414
800.646.2633
www.tylertech.com
EnerGov Solution
Michael Smith
Account Executive
619.955.0802
mike.smith@tylertech.com
Page 1
Commitment
At Tyler, we are uniquely qualified to meet the needs of the City of La Quinta through our
experience, our software, and our absolute commitment to customer satisfaction. That
commitment, along with the consistent evolution of technology and software features, has resulted
in a retention rate of more than 99% and long-term relationships with our LGD users. With more
than 1,700 LGD sites, this partnership with our customers is an integral part of who we are and what
we do. Our customers have a direct impact on the evolution of the software and the processes
involved in implementing and supporting it.
Tyler Employee Dedication
There are currently over 400 professionals dedicated to the LGD solution. Having the same passion
for satisfied employees as for satisfied customers means Tyler is able to maintain a loyal employee
base with employee longevity far above the industry standard. For the City of La Quinta, that
longevity translates into exceptional assistance from seasoned professionals.
From the initial implementation of the LGD applications to
maintenance and support long after the implementation is
complete, Tyler will take responsibility for all aspects of the City
of La Quinta‘s project. We will assist with each crucial step to
facilitate the change to EnerGov software making it as smooth as
possible. Our group of seasoned programmers, project
managers, consultants, and support personnel will do everything
within their power to make your transition a success.
Protecting Your Investment for Years to Come
Tyler’s “Evergreen” Development Philosophy insures that the City of La Quinta will always have
industry-leading functionality that utilizes current technology. As part of our annual support fee, all
enhancements to our software are provided at no additional charge. This allows our users to
continue to take advantage of new advances without having to relicense the software. Additionally,
these enhancements are delivered in manageable upgrades that do not require a complete
reimplementation of the software.
Partnership
We want to thank the City of La Quinta for the opportunity to respond to your Request for Proposal
and for your time and consideration during the review process. At Tyler, we feel the evaluation and
selection of new software should be as much about people as it is product with the ultimate
decision resulting in a partnership between the customer and their chosen software provider. It is
our firm belief that Tyler Technologies is uniquely qualified to be that partner and more than meet
the needs outlined by the City of La Quinta in this document. Should you agree, we look forward to
progressing to the next stage in your evaluation process.
Page 2
Section 1.0 - Company Background
Tyler Technologies, headquartered in Dallas, Texas, is a leading
provider of information management solutions and services to local
governments. The company provides software and services to more
than 9,000 local government offices throughout all fifty United States,
the U.S. Virgin Islands, Canada, Puerto Rico, and the United Kingdom.
These mission-critical applications provide the public sector with the
ability to streamline and automate operations resulting in improved
productivity and reduced costs.
With decades of exclusive public sector experience, Tyler Technologies
is the market leader that provides integrated software and services;
our singular focus, subject matter experts and in-depth products result
in a sustainable client partnership that delivers the industry’s
most comprehensive solution. We provide the industry’s broadest line
of software products, and offer clients a single source for all their
information technology needs, in several major areas: Financial &
Human Resources, K-12 School Solutions, Public Safety, Courts &
Justice, Property Appraisal & Tax, Pension Management, Citizen
Services, Land & Vital Records, and Document Management.
We are known for long-standing client relationships, functional and
feature-rich products, and the latest technology. In addition to
software products, Tyler provides related professional services
including installation, data conversion, consulting, training,
customization, support, disaster recovery, and application and data
hosting.
Tyler always puts its clients first. We succeed because we take our
client’s success seriously, and we have a proven record of delivering
superior software solutions and services. The overwhelming majority
of clients are up and running on time, and within budget. Whether it’s
developing, enhancing, and implementing our software, or providing
excellent service and client supportwe succeed because our clients
succeed. We want clients for life. In fact, many of Tyler’s first clients,
across every solution, are still clients today – some with relationships
that span decades.
Financial Stability
Tyler consistently maintains a solid balance sheet and strong cash flow
and low debt, experiencing consistent revenue growth with 43
consecutive quarters of profitability. Total revenue for 2011 was
$309.4 million and year-end backlog was $339.8 million. Experiencing
significant growth opportunities from an increase in staff and
expanding territories, we anticipate additional product offerings and
WHO IS TYLER TECHNOLOGIES?
We’re the largest company in the United
States solely serving the public sector
with integrated software and technology
services.
x Founded in 1966
x Based in Dallas, Texas
x Publicly traded on the NYSE under the
symbol “TYL”
x Incorporated in the State of Delaware
x 40+ years of industry experience
x 9,000+ clients across every U.S. state,
Canada, Puerto Rico and the United
Kingdom
x 2,000+ employees
x Annual revenues of $309 million (2011)
x Named one of “America’s 200 Best
Small Companies” for three
consecutive years by Forbes Magazine
x Office locations across the U.S.
WHAT DO WE PROVIDE?
x Unparalleled industry knowledge and
leadership
x Professional team of domain experts
x Feature and function rich solutions
x Long-term relationships with our
clients
x Ongoing investment in product
development
x Focused innovation to meet the
changing needs of the industry
Page 3
new technology will accelerate this growth substantially in the future. We believe a debt-free
balance sheet, substantial cash reserves, and a committed customer base put Tyler in a great
position in our industry to weather any unexpected turbulence in the economy.
For additional revenue information please visit www.tylertech.com
Industry Leadership
Tyler strives to provide the best client services in the industry. Our products undergo testing by
trained quality assurance and certified usability analysts, therefore our clients benefit from products
that work logically based upon user experience and input. We also focus our implementation and
support professionals on specific groups of applications so they are able to offer more specialized
services.
Our commitment at Tyler is to ensure the highest level of client satisfaction through the efforts of
Tyler’s most valued resource: its people. We challenge our employees to pursue new initiatives
aggressively and become industry leaders in their respective fields. Tyler employs over 2,000
individuals, many of whom are seasoned professionals with unique and proprietary skills and years
of industry experience. In fact, our employee turnover rate is very low—in recent years, about half
of the industry average.
Company Recognition
Tyler has again been included on Software Magazine's Software 500
ranking of the world's largest software and service providers for 2010.
“We are honored to be recognized for the fourth straight year by
Software Magazine as one of the 500 largest software companies in the
world," said John S. Marr Jr., president and chief executive officer of
Tyler Technologies. "Our consistently strong performance proves that
even in these challenging economic times, Tyler Technologies
continues to create significant value and provide the best and broadest
scope of software and services available to the public sector."
The ranking is based on total worldwide software and services revenue for 2010. This includes
revenues from software licenses, maintenance and support, training, and software-related services
and consulting. Suppliers are not ranked on their total corporate revenue, since many have other
lines of business, such as hardware. The financial information was gathered by a survey prepared by
King Content Co. and posted at www.softwaremag.com, as well as from public documents.
Page 4
Tyler Technologies, Inc. has been named to Forbes 2010 list of Best Small Companies in America.
Company rankings are based on return on equity, sales, and profit growth over the previous twelve
months, and a comparison of a company's stock performance with that of its peers.
Tyler has been recognized by Forbes.com as one of the top 100 Most Trustworthy U.S. Companies.
Based on ranking compiled by Audit Integrity, an independent firm specializing in research on
corporate governance best practices, the nomination identifies companies that “showed the highest
degree of accounting transparency and fair dealing to stake-holders.” Tyler ranked among the top
25 companies honored.
Tyler Technologies also made the Fortune FSB 100 listing of America's 100 Fastest-Growing Small
Public Companies. Companies were ranked on the previous three years' earnings growth, revenue
growth, and stock performance.
Page 5
Section 2.0 – Company Qualifications
Tyler’s Local Government Division (LGD) Solution
The LGD solution consists of more than fifty integrated modules. These software applications are
specifically designed to enable governments to be more efficient, more accessible, and more
responsive to the needs of their citizens. The modular design of the software allows customers the
benefit of growing into Tyler’s LGD applications by adding modules when the time is right.
Consistent integration among LGD applications has always been a priority and a key benefit to
organizations looking to improve their business practices. Consequently, all products in this
proposal are designed and supported by Tyler or one of our Business Partners with seamless
integration between applications.
Since 1981, Tyler has experienced a steady and controlled rate of growth in its LGD product line. We
have continued to broaden our market by offering new applications and services and by installing
LGD software in additional states and in larger organizations.
Public Sector Focus
Tyler Technologies’ business units have provided software and services to customers for more than
forty years and have long-standing reputations in the local government market for quality products
and customer service. Tyler is the largest company in the United States focused solely on providing
software solutions to the public sector. While many of our competitors compete in multiple vertical
markets, Tyler is singularly focused on the public sector. It’s100 percent of our business.
Tyler recognizes that the public sector is generally stable, risk averse, and craves community
accessibility, security, and transparency. That is why local government and school entities seek
reliable and efficient software and services from Tyler—a vendor who is professional, reputable,
dedicated, and achieves results. Tyler has the experience to understand the unique requirements of
the public sector, the necessary resources to invest in its products, and the ability to deliver quality
services.
Tyler’s expansive offering of professional services is designed to complement its software offerings
and produce the optimum working environment for local government customers.
x Consulting
x Conversion
x Customization
x Training
x Live ongoing support
x Network management
Education and Support
Customer education is offered through a variety of venues including on-site training, regional
training, web-based seminars, and self-study courses via the Internet. Education forums are offered
annually with classes available on various LGD applications in addition to topics specific to the public
sector. With skillfully structured class schedules, users are able to select various classes related to
their facet of work and can be awarded Continuing Professional Education credits when applicable.
Page 6
“Since its inception in 1981,
the LGD product has
evolved from a regional
niche player in the local
government marketplace to
a national presence.”
Dustin Womble
Founder
At Tyler, we understand that even the most extraordinary training does not negate the need for
outstanding support. To resolve support issues promptly, LGD offers customers a number of choices
for contacting support personnel. That includes the standard email option and live Internet support
along with an anomaly in the industry - live telephone support. Taking support calls live, rather than
the typical call-back method, means a more expeditious resolution for our customers allowing them
to more efficiently manage their time.
Software Evolution
Tyler has always emphasized a forward-thinking approach for
improving and evolving its software. This is evident in the
development of the LGD product line as it progressed from a UNIX
application in 1983 to DOS software in 1989 and eventually into a
Windows environment in 1997. The LGD customer base has been
successfully migrated through all three generations of these
technology changes.
As the industry continued to evolve and new technology and tools
became available, enhancements were made to maximize the
Windows environment. Tyler also established a business
partnership with ESRI, which has resulted in many of our
applications being spatially enabled.
The latest generation of LGD software utilizes Microsoft’s powerful .NET technology allowing for a
visually dramatic user experience, seamless and secure communication, and the ability to model a
range of business processes. This technology is revolutionary for the data management staff and
application users alike. The ability to take advantage of Microsoft SharePoint and role-specific
security in LGD allows customers to create user-specific dashboards and control access to dedicated
areas and data within the software.
With the end-user in mind, countless features have been included to facilitate more efficient access
to data. Incorporating quick launches, extensive query-by-example searches, user-defined and user-
specific processes, messaging options, and recent activity tracking allows users to more effectively
organize and access pertinent data. This extensive toolset, along with a multitude of reporting
options, expands the ability to be more efficient in day-to-day operations and more effective overall.
A Complete Solution
Tyler Technologies offers the widest breadth of products in the industry, the latest technology
available, and an integrated system that can operate in diverse offices throughout a jurisdiction.
More importantly, Tyler’s vision and skill in executing that vision is what ultimately leads to a
successful implementation and long-term solution for our customers.
Page 7
LGD Solution Executive Team
Dustin Womble—Founder/CEO. Mr. Womble has served as CEO of LGD since its
inception in 1981 assuming the additional role of Executive Vice-President for Tyler
Technologies after LGD was acquired by Tyler in 1998 and is responsible for corporate-
wide product strategy. He graduated Magna Cum Laude from Texas Tech University
with a B.S. degree in Management Information Systems.
Brett Cate, CPA—President. Mr. Cate has served as President of Tyler’s LGD offices
since August of 2006. He joined Tyler in 1999 as a Product Specialist with more than
10 years of experience in the computer industry. Prior to his current position, Mr. Cate
also served as Chief Operating Officer and Director of Sales and Marketing. He
graduated from Lubbock Christian University with a B.S. degree in Accounting.
Sandy Peters—Executive Vice President. Mr. Peters joined LGD’s Development team
at Tyler Technologies in 1998 with over 25 years of experience in the computer
industry. He is currently responsible for all software development and customer
conversions at the LGD offices. Mr. Peters graduated from Texas Tech University with
a B.S. degree in Management Information Systems.
Dane Womble—Chief Operating Officer. Mr. Womble joined Tyler in November of
1998 as a software developer with over 15 years of management, operations, and
customer service experience. He has held a number of positions including Director of
Client Services prior to assuming the role of Chief Operating Officer. Mr. Womble
graduated from Midwestern State University in 1991 with a B.B.A. in Management
Information Systems.
Janet Joiner, CPA—Executive Vice President of Finance. Ms. Joiner spent 14 years
working in accounting positions for a number of businesses including a
communication services company and large retail grocery chain prior to joining Tyler
in December of 2002. She is responsible for managing all aspects of the accounting
operations at the LGD offices including policies, procedures, and related personnel.
Ms. Joiner graduated from Texas Tech University in 1989 with a B.B.A. in Accounting
Management.
Page 8
Section 3.0 – References
Client Name:Laguna Beach, CA
Address: 505 Forest Avenue
City, State, Zip Code: Laguna Beach, CA 92651
Project Manager:John Montgomery
Telephone Number: 949-497-0361
E-mail address: jmontgomery@lagunabeachcity.net
Number of subscribers:25 -30 (users)
Project Background
Following an intensive RFP interview process, EnerGov Solutions was chosen over all
other potential solutions to provide its enterprise land management solution to Grand
Junction. The city’s decision was based primarily on EnerGov’s innovative use of
technology, flexible application framework, electronic plan review capabilities, proven
implementation methodology, and impeccable reputation with regard to customer service &
support.
Project Scope / Breadth (Departments & Divisions)
Development Services
Building Division: The Building division is responsible for Plan Checking, Building
Inspections, and Code Enforcement activities. These services include:
x Land development project review and inspections
x Structural Plan Review
x On-Site Construction Inspection
x Substandard Building Inspection
Permit Center Division:The Permit Center Division focuses to make the customer
experience as efficient and convenient as possible by leveraging the staff from
Engineering, Planning, Building, and Fire.
Planning Division: The Planning Division is primarily responsible for zoning / land use
permits, long-range planning, and local administration of State environmental laws.
These activities include the review and management of public and private development
proposals, such as subdivisions, use permits, site development permits, variances,
General Plan amendments, re-zonings, and a variety of other minor zoning permits. ͒͒
Page 9
Software & Services Provided:
EnerGov Professional Services including: Project Planning y Resource &
Communication Planning y IT Infrastructure Review y Business Process Assessment y
Workflow Translation y System / Process Definitions y System Configuration & Reviews y
User Acceptance Testing y Custom Reporting Development y Legacy Data Conversion &
Integration y System Administrator / Power User Training & End User Training y Go Live
Support
EnerGov Software Deployed:EnerGov .NET Enterprise Framework & Administration
Console y EnerGov Enterprise Permitting & Land Management
Suite y EnerGov Citizen Access Portal y EnerGov IVR
Operating System: Microsoft Windows Server 2008 R2
Database: Microsoft SQL Server 2008 R2
Page 10
Client Name: Grand Junction, CO
Address: 250 North 5th Street
City, State, Zip Code: Grand Junction, CO 81501
Project Manager:Lisa Cox
Telephone Number: 970-244-1448
Fax Number: 970-256-4153
E-mail address: lisac@ci.grandjct.co.us
Number of subscribers:25 -30 (users)
Project Background
Following an intensive RFP interview process, EnerGov Solutions was chosen over all
other potential solutions to provide its enterprise land management solution to Grand
Junction. The city’s decision was based primarily on EnerGov’s innovative use of
technology, flexible application framework, electronic plan review capabilities, proven
implementation methodology, and impeccable reputation with regard to customer service &
support.
Project Scope / Breadth (Departments & Divisions)
Planning:The Planning Division works to guide and promote development that is vibrant,
safe, provides a healthy life style and has a broad and balanced range of land uses. Their
major initiatives include:
x Preparation of citywide and neighborhood plans
x Permitting services for residential and nonresidential development
x Maintaining the Grand Junction Comprehensive Plan
x Providing information related to zoning, setbacks and other land use questions
x Providing development review services for new development
x Providing annexation services for properties coming into the City
Engineering:The Engineering Division plans and manages the improvement and
expansion of public infrastructure systems to maintain acceptable levels of service and
accommodate future growth.
Page 11
Neighborhood Services: The Neighborhood Services Division
implements a number of programs and provide services at the
neighborhood level that enhance and maintain a high quality of life for
the citizens of Grand Junction.
Software & Services Provided:
EnerGov Professional Services including: Project Planning y Resource &
Communication Planning y IT Infrastructure Review y Business Process Assessment y
Business Process Consulting y Workflow Translation y System / Process Definitions y
System Configuration & Reviews y User Acceptance Testing y Custom Reporting
Development y Legacy Data Conversion & Integration y System Administrator / Power User
Training & End User Training y Go Live Support
EnerGov Software Deployed: EnerGov .NET Enterprise Framework & Administration
Console y EnerGov Enterprise Permitting & Land Management Suite y EnerGov Citizen
Access y EnerGov GIS (ArcGIS Server platform) y EnerGov eReviews
Contract Award Date: April 2010
Cutover Date: Jan 2011
Systems Interfaced: Merchant Services / Payment
Operating System: Microsoft Windows Server 2008 R2
Database: Microsoft SQL Server 2008 R2
Required Hardware/Software:
The County’s infrastructure is composed of the following components: Microsoft Windows
Environment y Microsoft SQL Server 2008 RDBMS yMicrosoft Windows Server 2008 R2 y
Microsoft IIS 7.0 y Microsoft Exchange y Microsoft Windows XP
Page 12
Customer References
Client Name: Sandy, UT
Address: 10000 Centennial Pkwy
City, State, Zip Code: Sandy, UT
Project Manager:Jared S. Gerber, AICP
Telephone Number: (801)568-7265
Fax Number: (801)568-7278
E-mail address: jgerber@sandy.utah.gov
Number of subscribers:25 -30 (users)
Project Background
Following an intensive RFP interview process, Tyler- EnerGov Solutions was the
technology of choice for Sandy, UT to streamline regulatory processes, leverage GIS and
engage its constituent base. The city’s was looking for a contemporary “platform” system
flexible to evolve and mature over time as processes change, etc. Moreover, the city was
looking for a technology “partner” that would guide them along the way with domain
industry knowledge within the project implementation and support teams.
Project Scope / Breadth (Departments & Divisions)
Community Development: In concert with the values and spirit of the community, the
Community Development Department is committed to:
x Properly and professionally guide the development of the City
x Protect and enhance the quality of life for all Sandy citizens
x Bring about efficient and effective delivery of services
x Implement technology that will provide accurate data that will assist in making
informed decisions
x Promote community pride and cooperation
The Community Development Department incorporates the following divisions and related
processes:
x Building and Code Enforcement
x Planning and Zoning
x Business Licensing
x Special Events
Page 13
Software & Services Provided:
EnerGov Professional Services including: Project Planning y Resource &
Communication Planning y IT Infrastructure Review y Business Process Assessment y
Business Process Consulting y Workflow Translation y System / Process Definitions y
System Configuration & Reviews y User Acceptance Testing y Custom Reporting
Development y Legacy Data Conversion & Integration y System Administrator / Power User
Training & End User Training y Go Live Support
EnerGov Software Deployed: EnerGov .NET Enterprise Framework & Administration
Console y EnerGov Enterprise Permitting & Land Management Suite y EnerGov Citizen
Access y EnerGov GIS (ArcGIS Server platform)
Contract Award Date: Jan 2010
Cutover Date: Nov 2010
Systems Interfaced: GIS and Finance
Operating System: Microsoft Windows Server 2008 R2
Database: Microsoft SQL Server 2008 R2
Required Hardware/Software:
The city’s infrastructure is composed of the following components: Microsoft Windows
Environment y Microsoft SQL Server 2008 RDBMS yMicrosoft Windows Server 2008 R2 y
Microsoft IIS 7.0 y Microsoft Exchange y Microsoft Windows XP
Page 14
Client Name: Charleston County, SC
Address: 4045 Bridge View Drive
City, State, Zip Code: North Charleston, SC 29405
Project Manager:Vasant Chandorkar
Telephone Number: 843-202-6816
Fax Number: 843-202-6804
E-mail address: vchandorkar@charlestoncounty.org
Number of subscribers:150 (users)
Project Background
Following an intensive RFP interview process, EnerGov Solutions was chosen over all
other potential solutions to provide its enterprise land management solution to Charleston
County. The county’s decision was based primarily on EnerGov’s innovative use of
technology, flexible application framework, proven implementation methodology, and
impeccable reputation with regard to customer service & support. Charleston County is 1
of 5 high volume South Carolina coastal governments to select EnerGov over the past 2
years (others include Horry County, SC / Georgetown County, SC / Berkeley County, SC).
Project Scope / Breadth (Departments & Divisions)
Planning & Zoning:The Zoning & Planning Department administers the County's
Comprehensive Plan ordinance and the Zoning and Land Development Regulations
ordinance and prepares various studies and plans related to the current and future use of
land in Charleston County. This Department serves as the professional and technical staff
for the County Planning Commission, which is an advisory body to County Council. The
Zoning & Planning Department also serves as the professional and technical staff for the
County's Board of Zoning Appeals and to the Towns of Kiawah Island, Meggett and
Rockville.
Inspections:The Building Inspection Services Department assures compliance with the
International Building, Residential, Plumbing, Mechanical, Fuel Gas, Fire, and Energy
Conservation Codes; the National Electrical Code; and other construction-related federal,
state, and local laws to preserve the safety, health and welfare of County residents.
Charleston County’s Building Inspection Services Department also provides building
inspection services for the following municipalities: Awendaw, Hollywood, Kiawah Island,
Meggett, Ravenel, Rockville & Seabrook Island.
as chosen over all
lution to Charleston
innovative use of
methodology and
Page 15
Licensing & Revenue Collections:The Department of Revenue Collections
collects revenues totaling more than $59 million per year in the form of fees for
accommodations, business licenses, solid waste disposal and hazardous material
services. This Department also files legal actions against delinquent accounts and
maintains bankruptcy files. Charleston County’s Revenue Collections Services Department
also provides revenue collection services for the Cities of Folly, Isle of Palms and North
Charleston as well as the Towns of Awendaw, Hollywood, James Island,Kiawah Island,
Lincolnville, McClellanville, Meggett, Mount Plesant, Ravenel, Rockville, Seabrook Island
and Sullivan’s Island.
Software & Services Provided:
EnerGov Professional Services including: Project Planning y Resource &
Communication Planning y IT Infrastructure Review y Business Process Assessment y
Business Process Consulting y Workflow Translation y System / Process Definitions y
System Configuration & Reviews y User Acceptance Testing y Custom Reporting
Development y Legacy Data Conversion & Integration y System Administrator / Power User
Training & End User Training y Go Live Support
EnerGov Software Deployed: EnerGov .NET Enterprise Framework & Administration
Console y EnerGov Enterprise Permitting & Land Management Suite y EnerGov Enterprise
Licensing & Regulatory Suite y EnerGov Citizen Access y EnerGov IVR Telephony y
MobileGov y EnerGov GIS (ArcGIS Server platform)
Contract Award Date: April 2008
Cutover Date: January 2009
Systems Interfaced: Laserfiche Document Management, Elavon Merchant Services
/ Payment Processing
Operating System: Microsoft Windows Server 2008 R2
Database: Microsoft SQL Server 2008 R2
Required Hardware/Software:
The County’s infrastructure is composed of the following components: Microsoft Windows
Environment y Microsoft SQL Server 2008 RDBMS yMicrosoft Windows Server 2008 R2 y
Microsoft IIS 7.0 y Microsoft Exchange y Microsoft Windows XPy Panasonic Toughbook 19
(mobile) y Laserfiche Enterprise Document Management API
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Client Name: British Columbia Safety Authority, Vancouver BC
Address: 505 6th Street
City, State, Zip Code: New Westminster, British Columbia
V3L 0E1 Canada
Project Manager: Wayne Lock
Telephone Number: 778-396-2137
Fax Number: 778-396-2064
E-mail address: Wayne.Lock@safetyauthority.ca
Number of subscribers:300 (users)
Project Background
The British Columbia Safety Authority (BCSA) oversees many of the regulatory and safety
processes of Canada’s 3rd largest province. With over 4.5 million residents and a land
mass of 364,800 square miles, the province of British Columbia is nearly four times the size
of Great Britain and two and one-half times larger than Japan.
Throughout 2010, BCSA management evaluated and assessed the current state of its
information management systems and realized that strategic changes were required with
BCSA’s core operating system. A comprehensive process was completed to articulate the
case for change, evaluate change options, and develop the supporting business and ROI
case for system replacement. Through a rigorous and competitive bid process, EnerGov
was overwhelmingly selected as providing a comprehensive solution that would provide the
best overall return on investment and could best fit the strategic goals of the agency.
The new EnerGov system supports the BCSA across a variety of customer and
constituency interactions, channels, safety services and regulatory process management
functions all of which will support the agency’s mantra of “Do it right. Stay safe”. The project
includes a comprehensive, multi-phased approach to consolidating all of the BCSA's
permitting, licensing, compliance and regulatory management processes into a centralized,
enterprise-wide software application.
Project Scope / Breadth (Departments & Divisions)
x Licensing & Enforcement
x Permitting & Compliance
x Risk Assessment
x Enterprise Reporting
Page 17
Software & Services Provided:
EnerGov Professional Services including: Project Planning y
Resource & Communication Planning y IT Infrastructure Review y
Business Process Assessment y Business Process Consulting y Workflow Translation y
System / Process Definitions y System Configuration & Reviews y User Acceptance Testing
y Custom Reporting Development y Legacy Data Conversion & Integration y System
Administrator / Power User Training & End User Training y Go Live Support
EnerGov Software Deployed: EnerGov .NET Enterprise Framework & Administration
Console y EnerGov Enterprise Permitting & Land Management Suite y EnerGov Enterprise
Licensing & Regulatory Suite y EnerGov Citizen Access y MobileGov y EnerGov GIS
(ArcGIS Server platform)
Contract Award Date:January 2010
Cutover Date: October 2011
Systems Interfaced: Microsoft Great Plains, BCSA Online, LXR Exam Suite
Operating System: Microsoft Windows Server 2008 R2
Database: Oracle 11g R2
Required Hardware/Software:
BCSA’s infrastructure is one of the more robust environments with regard to hardware,
redundancy & failover provisioning. The following components represent the core attributes of
the production environment:
Microsoft Windows Environment y Microsoft SQL Server 2008 RDBMS yMicrosoft Windows
Server 2008 R2 y Microsoft IIS 7.0 y Microsoft Exchange y Microsoft Windows 7 y
Panasonic Toughbook 19 (mobile) y MS Great Plains y LXR y BCSA Online
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Client Name: Catawba County, NC
Address: 100 A South West Blvd.
City, State, Zip Code: Hickory, NC 28658
Project Manager: Temple Lawing
Telephone Number: 828-465-8906
Fax Number: 828-465-8906
E-mail address: TLawing@CatawbaCountyNC.gov
Number of subscribers:150 (users)
Project Background:
Catawba County has long been recognized as a regional frontrunner in the provision of e-
government services – moreover, the County has established a reputation among its
citizenry for maintaining a “customer-focused” and “custom-friendly” environment. Thus, it
was clear that a new direction was needed when the County’s permitting vendor (Accela,
Inc) chose to eliminate future support of the product the county used. Without the
necessary software updates beyond Windows XP, officials knew it wouldn't be long before
the entire system fell far behind. This situation prompted the County to issue an extensive
RFP for an enterprise permitting & land use system. Following an intense evaluation and
demonstration process, the County unanimously selected EnerGov Solutions to provide its
.NET based enterprise system.
Project Scope / Breadth (Departments & Divisions)
Planning & Development:Catawba County Department of Planning & Development
facilitates and provides support for development of long-range planning initiatives, and
implementation of a plan’s policy and recommendations. It provides demographic
information to the public, and provides information on land use, environmental programs,
and reports and special studies to the Board of Commissioners, Planning Board, Board of
Adjustment and Subdivision Review Board.
Building Services: The Catawba County Building Services Division coordinates and
manages Inspections, Plan Review and Permit Center activities for the County and
municipalities. It is a division of the Utilities & Engineering Department.
Utilities & Engineering:The Catawba County Utilities and Engineering Department
coordinates the functions of Building Services, (Inspections, Plan Review and Permit
Center activities) for the County and municipalities; Soil Erosion and Sedimentation Control
for the County and municipalities except Brookford and Newton. Utilities and Engineering
r in the provision of e-
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also manages Water and Sewer Projects, Stormwater, Solid Waste, including
Recycling, Waste Disposal, Waste Reduction and Education, Convenience
Centers and Co-Generation Facility, as well as the EcoComplex and
Resource Recovery Facility.
Software & Services Provided:
EnerGov Professional Services including: Project Planning y Resource &
Communication Planning y IT Infrastructure Review y Business Process Assessment y
Business Process Consulting y Workflow Translation y System / Process Definitions y
System Configuration & Reviews y User Acceptance Testing y Custom Reporting
Development y Accela Data Conversion y System Administrator / Power User Training &
End User Training y Go Live Support
EnerGov Software Deployed: EnerGov .NET Enterprise Framework & Administration
Console y EnerGov Enterprise Permitting & Land Management Suite y EnerGov Citizen
Access y EnerGov IVR Telephony y MobileGov y EnerGov GIS (ArcGIS Server platform) y
Laserfiche Enterprise Document Management API
Contract Award Date:January 2009
Cutover Date: January 2010
Systems Interfaced: PeopleSoft, CDP, Laserfiche Document Management,
Govolution
Operating System: Microsoft Windows Server 2008 R2
Database: Microsoft SQL Server 2008 R2
Required Hardware/Software:
The County’s infrastructure is composed of the following components: Microsoft Windows
Environment y Microsoft SQL Server 2008 RDBMS yMicrosoft Windows Server 2008 R2 y
Microsoft IIS 7.0 y Microsoft Exchange y Microsoft Windows XP y Panasonic Toughbook 19
(mobile) y Laserfiche Enterprise Document Management (integration provided)
Page 20
Client Name: Horry County, SC
Address: 1301 2nd Avenue
City, State, Zip Code: Conway, SC 29526
Project Manager: Tim Oliver
Telephone Number: 843-915-7367
Fax Number: 843-915-7367
E-mail address: OliverT@HorryCounty.org
Number of subscribers:200 (users)
Project Background:
Ensuring the highest quality of life for its citizens and millions of annual visitors is not just a
goal for the staff of Horry County, it’s an absolute fundamental. From its origins as a series
of rural communities stretched over 1,100 square miles to its current status as one of the
fastest growing counties on the U.S. east coast, Horry County is responsible for the
development, public safety, and well-being of each and every one of its residents and
visitors. Horry County does not take this responsibility lightly. Committed to excellence,
Horry County was determined to provide the most user friendly and state-of-the-art solution
to its departmental personnel including planners, engineers, building inspectors, code
enforcement agents, administration staff and more. After an extensive RFP process, Horry
County selected EnerGov Solutions as the choice vendor to provide state-of-the-art
software capable of empowering departmental personnel and the citizens they serve.
Project Scope / Breadth (Departments & Divisions)
GIS / IT: Horry County Government’s GIS-centric project (recipient of the 2007 Geospatial
Information & Technology Association (GITA) Excellence Award for the local
government/public sector) has been a key to the success of all new applications deployed
by Horry County. The county recently began the migration path for deploying new GIS-
centric software solutions. All of the solutions obtain spatial components via a direct-link
from the county’s GIS.
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Another core goal for this project was a single source for all users
(county and city) to access data. “Horry County is unique in that all
applications are required to be integrated with a real-time read of the
GIS data elements, the county’s 86-mile fiber network provides a single
source for GIS data to all county and city offices. The decision makers
at Horry County have realized the value of GIS and have shown their commitment and
support throughout the entire project. The IT / GIS team has gone above and beyond in
making the vision a reality,” said Tim Oliver, assistant director, IT / GIS, Horry County.
Code Enforcement & Inspections:The major function of this department is to issue
building permits and inspect new construction and improvements to all buildings located
within the unincorporated area of Horry County. The building inspection branch of the Code
Enforcement Department also manages the enforcement of the National Flood Insurance
Program and performs annual fire inspections on commercial buildings located in the
unincorporated areas..
Planning & Zoning: The Horry County The Planning and Zoning Department administers
the County's Land Development Regulations and Zoning Ordinance. The Department
consists of three divisions: 1) Long Range Planning, 2) Current Planning & Zoning, 3) Land
Development. Additionally, the Department works with various boards and commissions
including the Planning Commission and the Zoning Board of Appeals.
Software & Services Provided:
EnerGov Professional Services including: Project Planning y Resource &
Communication Planning y IT Infrastructure Review y Business Process Assessment y
Business Process Consulting y Workflow Translation y System / Process Definitions y
System Configuration & Reviews y User Acceptance Testing y Custom Reporting
Development y Accela Data Conversion y System Administrator / Power User Training &
End User Training y Go Live Support
EnerGov Software Deployed: EnerGov .NET Enterprise Framework & Administration
Console y EnerGov Enterprise Permitting & Land Management Suite y EnerGov Citizen
Access y MobileGov & iG Inspect y EnerGov GIS (ArcGIS Server platform) y OnBase /
Highland Software Enterprise Document Management API
Contract Award Date:December 2008
Cutover Date: January 2010
Systems Interfaced: OnBase, Manatron, Govolution
Operating System: Microsoft Windows Server 2008 R2
Database: Microsoft SQL Server 2008 R2
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Required Hardware/Software:
The County’s infrastructure is composed of the following components: Microsoft Windows
Environment y Microsoft SQL Server 2008 RDBMS yMicrosoft Windows Server 2008 R2 y
Microsoft IIS 7.0 y Microsoft Exchange y Microsoft Windows XP y Panasonic Toughbook 19
(mobile) y Apple iPad 3 y Laserfiche Enterprise Document Management (integration
provided)
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Client Name: Goldsboro, NC
Address: 200 North Center Street
City, State, Zip Code: Goldsboro, NC 27530
Project Manager: Jeff Cooke
Telephone Number: (919) 580-4383
Fax Number: (919) 580-4383
E-mail address: jcooke@ci.goldsboro.nc.us
Number of subscribers:50 (users)
Project Background:
In need of a more innovative, flexible, and reliable solution than its existing permitting
software package (CityView by Municipal Software / Harris Computer Systems /
MSGovern), the city of Goldsboro selected EnerGov Solutions to implement EnerGov .NET
Enterprise Permitting & Land Management in order to streamline its land use, permitting
and business-related development operations.
Project Scope / Breadth (Departments & Divisions)
Department of Development Services (and all associated divisions including Planning,
Zoning, Inspections, Building, Code Enforcement)
Planning & Zoning: A division of Development Services, the City of Goldsboro Planning
Department is responsible for planning the orderly growth and development of the City and
its one-mile extraterritorial jurisdiction, including the administration of the City's
transportation planning process. The department issues addresses and is responsible for
administering and updating the City's Unified Development Ordinance / Zoning Code and
provides staff assistance to a number of various boards and commissions.
Inspections: A part of Development Services, the City of Goldsboro Inspections
Department enforces the North Carolina State Building Codes for building, electrical,
plumbing, mechanical, fire and minimum housing. This division is also responsible for
mosquito and rodent control programs, the issuance of all new business license permits,
itinerant merchant permits and peddler permits.
its existing permitting
Computer Systems /
Page 24
Software & Services Provided:
EnerGov Professional Services including: Project Planning y Resource
& Communication Planning y IT Infrastructure Review y Business Process
Assessment y Business Process Consulting y Workflow Translation y
System / Process Definitions y System Configuration & Reviews y User
Acceptance Testing y Custom Reporting Development y CityView Data Conversion y
System Administrator / Power User Training & End User Training y Go Live Support
EnerGov Software Deployed: EnerGov .NET Enterprise Framework & Administration
Console y EnerGov Enterprise Permitting & Land Management Suite y EnerGov Citizen
Access y MobileGov & iG Inspect y EnerGov GIS (ArcGIS Server platform) y Laserfiche
Software Enterprise Document Management API
Contract Award Date:December 2007
Cutover Date: November 2008
Systems Interfaced: Laserfiche, Govolution
Operating System: Microsoft Windows Server 2008 R2
Database: Microsoft SQL Server 2008 R2
Required Hardware/Software:
The City’s infrastructure is composed of the following components: Microsoft Windows
Environment y Microsoft SQL Server 2008 RDBMS yMicrosoft Windows Server 2008 R2 y
Microsoft IIS 7.0 y Microsoft Exchange y Microsoft Windows XP y Panasonic Toughbook 19
(mobile) y Laserfiche Enterprise Document Management (integration provided)
Page 25
Sample Customers Using Citizen Access Web Portal
Client Name: City of Laguna Beach, CA
Web Address http://64.58.157.212/CitizenAccess/Public/Main
Client Name: City of Goldsboro, NC
Web Address https://planning.ci.goldsboro.nc.us/cap3.0/default.aspx
Client Name: Charleston County, SC
Web Address https://permit.charlestoncounty.org/CAP3.0/Default.aspx
Client Name: Catawba County, NC
Web Address http://74.254.113.100/CAPSite
Client Name: Franklin County, VA
Web Address https://energovcap.franklincountyva.org/cap/default.aspx
Page 26
Section 4.0 – Proposed Solution
Tyler has included Responses to the Appendix B located at the end of this Section of the RFP Response.
Leading Browser–Based Automation
EnerGov 9 is the industry’s only 100% rich internet, browser-based enterprise application that assists
government agencies in managing a more efficient, streamlined and constituent friendly enterprise
operation. EnerGov 9 empowers agencies to better connect departments, processes and citizens
allowing for enhanced collaboration, communication and a substantial overall return on investment.
The EnerGov 9 platform extends product suites that are specifically designed to automate and centrally
connect the critical processes of land use planning and project review, permitting, code enforcement,
inspections, licensing and regulatory management, asset and work order management, inventory
control, citizen requests and more. Please refer to the following pages for an overview of the
application software and services being proposed to satisfy the requirements of this RFP.
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EnerGov®Platform Highlights
Built for Government
EnerGov 9 is specifically designed to automate and centrally connect the critical
business processes government agencies require related to regulatory management
and the administration of infrastructure assets.
Complete Management Solution
Complete solution and full lifecycle management for automating tasks associated
with critical functions such as land use planning and project review, permitting, code
enforcement, inspections, licensing and regulatory management, asset and work
order management, citizen requests and more.
Value-based Automation for Ultimate ROI
EnerGov 9 extends powerful configuration tools to automate governmental business
processes and workflow. A flexible approach is the cornerstone to EnerGov’s value-
based automation and overall return on investment.
Flexible Deployment – On Premise or Cloud
As a web and cloud-capable platform, EnerGov 9 offers flexible deployment with the
option of hosting and maintaining their IT infrastructure on premise, within an
agency’s private cloud, or within the Tyler Cloud (Tyler hosting and application
availability services).
EnerGov®System Features
Advanced Automated Workflow
EnerGov 9 is a "cradle to grave" enterprise management application that
encompasses all aspects of the application, review, issuance and enforcement
lifecycle. Central to the management process is the concept of enterprise workflow
and process regulation, both of which are achieved through native workflow design
tools.
Industry leading GIS Integration
EnerGov 9 is uniquely aligned with Esri technology and actively maintains support for
the latest versions of the ArcGIS platform. What’s more, EnerGov 9 leverages the
power of spatial attribute data to streamline and automate complex workflows &
logistics planning.
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Personalized Interface and Unparalleled Usability
EnerGov 9 UI elements embrace and adhere to familiar standards thereby providing an
intuitive & consistent user experience across the enterprise application. Moreover, the
flexibility of the EnerGov framework provides for a personalized user interface designed
around the business function and role of each end user.
Unlimited Scalability and Superior Configurability
EnerGov 9 is a platform technology that can be sized and scaled according to the needs
and demands of each agency. Native system administration consoles provide superior
configuration capabilities and the tools to automate even the most demanding process
workflow.
Connects Departments, Agencies and Citizens
EnerGov 9 is a 4-tiered, browser based enterprise business application designed to
leverage the principles and methodologies of Service Oriented Architecture (SOA). This
architecture yields a multiplicity of benefits for connecting government agencies and
the constituents they serve by enabling unparalleled communication and interaction
through social media channels and open data initiatives.
Central Contact Management
EnerGov 9 utilizes an enterprise contact management console to catalogue and
centrally track constituency and the individuals conducting business with the agency.
This arrangement affords the agency a number of advantages including enterprise
access to contact records, correspondence, fees, applications, documentation and
more.
Central Cashier Management
All payments and transactions, regardless or origin, are processed through a centralized
cashiering console in EnerGov 9. Moreover, EnerGov 9 provides an unprecedented level
of configurability with regard to fee calculation and fee assignment. Even the most
daunting fee schedules are easily configured and promoted through an intuitive
graphical user interface.
Robust Reporting & Dashboard
EnerGov 9 provides robust reporting as well as graphical grid construction tools which
enable system users to construct customized, on-demand views and filters of
performance and process data in the aggregate which can be used to readily identify
trends, associations, performances & relationships.
Tasks and Notifications
EnerGov 9 enables users to stay connected and informed whether in the office or in the
field through a centralized task and notification engine. Automated reminders and
notifications of pending tasks / actions are routed to appropriate personnel according
to the agency’s prevailing workflow.
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Proposed Application Software
EnerGov® 9 Permitting & Land Management (PLM)
The EnerGov Permitting & Land Management suite (PLM) serves a full
spectrum of government agencies in need of managing the automation of
planning & project review, permitting, enforcement, inspections, and requests.
Departments and agencies utilizing the EnerGov PLM suite include community
development, planning, building, code compliance, public works,
transportation, land control, fire safety, storm water management, engineering
and much more.
EnerGov® 9 Licensing& Regulatory Management (LRM)
The EnerGov Licensing & Regulatory Management (LRM) suite serves a full
spectrum of regulating government agencies in need of automating the
management of licensing review, approval, issuance, renewal, investigation and
enforcement processes. Departments and agencies that benefit from utilizing
EnerGov's LRM include business licensing, professional & occupational licensing,
alcohol control, rental & landlord management, tax & revenue collection,
regulated services, environmental control, fire & industrial compliance and much
more.
EnerGov® 9 Asset & Work Order Management (EAM)
The EnerGov Enterprise Asset Management (EAM) suite serves a full spectrum of
government agencies in need of automating the management of infrastructure
assets, inventory, maintenance, work orders, requests, inspections and condition
investigations. Departments and agencies that benefit from utilizing EnerGov's
EAM include public works, land control, transportation, storm water
management, engineering, facilities & parks management and much more.
Core Enterprise Workflow & Administration Consoles
EnerGov 9 Server Framework – Powerful and Scalable
EnerGov 9 features dynamic built-in tool sets native to each software suite/module that embrace
extensibility and provide agencies with the ability to define, capture and manage “site-specific”
processes, workflows, custom forms, business rules, etc.; these tool-sets are powerful, intuitive, and
accessible to authorized users and foster growth and application maturation as new agency mandates
and procedures are adopted and implemented. The following toolsets are included within the EnerGov
proposal:
x EnerGov Workflow™ (create site-specific workflows & routing mechanisms)
x EnerGov Intelligent Object Engine™ (expose the power of conditional logic and object-oriented
action invocation)
x EnerGov Intelligent Automation Agent™ (monitor and automate the power of conditional logic
and object-oriented action invocation with post-process event handling)
x EnerGov Decision Engine™ (create and automate decision points using branch/skip logic)
x EnerGov Custom Form Engineer™ (design unique / site specific application forms)
x EnerGov GeoRule Agent™ (spatially enable workflows, conditions, fees, decision points etc.)
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EnerGov OData - Extendable and Open Framework
EnerGov 9 employs a government-focused open architecture and extensive open data capabilities. This
architecture yields a multiplicity of benefits for connecting government agencies and the constituents
they serve by enabling unparalleled communication and interaction through a variety of open data
initiatives.
EnerGov’s open data services, called “EnerGov OData” is an open data set in itself that can also be
extended to open data catalogs – both of which can enable future web, mobile and GIS applications as
well as other valuable external or community-based application functions.
Framework Enabling Extensions
EnerGov 9 Citizen Access™
EnerGov Citizen Access is a fully integrated component of the
EnerGov Enterprise Server application and extends its flexibility
and functionality across the web. EnerGov Citizen Access provides
constituents with on-line 24-hour / 7 day week access to permit
and application-related services. EnerGov Citizen Access is highly
configurable and thus enables each district to define the specific
information and processes that will be made to constituents on-
line.
x Online Application Submission & Payment
x Online Application Status Checks
x Online Inspection Requests & Cancellations
EnerGov GIS Advanced
EnerGov provides industry-pioneering and award winning Esri-based
GIS integration that introduces a new dimension of visualization and
analysis capabilities to end users, executive stakeholders and GIS
professionals alike. EnerGov GIS adds a powerful facet to the EnerGov
suite of products by enabling a GIS-centric approach to an agency’s
business process management.
x ArcGIS 10+ enabled
x GIS-centric (real-time) management approach
x GIS infused / graphical interface
x Geographical routing and optimization
x Spatial analytics and reports / maps
x Geographical case creation
x And much more…
iG™ Workforce
Ready for iGovernment? Take your mobile workforce to the next level
with iG Workforce - the industry's first government platform for the next
generation of mobility. EnerGov was the first software company to offer a
comprehensive mobile workforce platform and native iPad application
support for field users. There are currently 3 “apps” in the iG Workforce
product line: iG Inspect, iG Reviews, iG Enforce. iG Workforce was
awarded Esri’s 2012 “Mobile Technology of the year”.
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iG™ Inspect App
iG Inspect is a powerful iPad application that allows government field workers to
quickly and easily manage inspections such as building inspections, land use
inspections, environmental & health, and safety & compliance. iG Inspect provides
comprehensive management of the daily inspection process from research and review,
inspection checklists, holds and corrective items as well as digital signature and
printing capabilities.
iG™ Reviews App
Working as a complement to EnerGov's enterprise electronic plan review technology,
iG Reviews streamlines the plan review process and enables staff to easily manage and
complete tasks directly from the iPad.
iG Reviews allows users to view the details of digital plans, make recommendations,
corrections and collaborate with other parties all from the easy-to-use tablet device.
With iG Reviews, associated digital plan files and documents can be accessed, marked up, and
annotated right within the enterprise regulatory workflow -- allowing for a 100% seamless review and
workflow process and eliminating the need for overlapping or duplicate workflow processes with a
third-party or stand-alone external ePlan application.
iG™ Enforce App
iG Enforce is the industry's only comprehensive mobile application that allows
government agencies to manage enforcement case workflow in the field and on the go.
iG Enforce joins a number of other applications now available within EnerGov's iG
Workforce mobile platform for iGovernment, which has been adopted by a number of
leading agencies and was recently named the recipient of Esri's 2012 worldwide
"Mobile Technology of the Year" award.
Working as a complement to EnerGov's powerful back office software, iG Enforce streamlines the
enforcement process and enables staff to easily and proactively initiate, manage and complete cases
directly from the apple iPad. What's more, any agency staff associated with enforcement management
can complete tasks in real-time all without being anchored to a desktop.
MobileGov
MobileGov is the windows-based field inspection application that eliminates
the barriers of the office and deploying mission-critical features of EnerGov to
the field, thus enabling inspectors to perform their duties while on the job site.
MobileGov takes full advantage of WPF technology and fully supports store and
forward functionality, providing the ability for the application to function with
or without consistent wireless connectivity.
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EnerGov eReviews™
EnerGov’s eReviews™ extension adds a unique and powerful dimension
to the EnerGov 9 platform. This technology allows your agency's plan
review and submittal process to be managed within a completely
paperless environment. EnerGov eReviews™ even allows agencies to
link the digital review process to GIS (via EnerGov GIS based on Esri’s
ArcGIS Server) to allow for geospatial viewing and interaction. EnerGov
eReviews™ is seamlessly integrated into the EnerGov 9 platform and
EnerGov Citizen Access to allow for collaborative interaction with your
constituents.
Standard Features Include:
x Paperless Plan Submission Process
x Seamless Workflow Collaboration
x Digital Markups and Approval Stamps
x Version Overlay Compares
x Calibration, Scaling and Snap Functions for Measurements
x Version Control
x Comprehensive Audit Trail
x “Approved” Plans Published for Field Inspector Access
Page 33
Appendix B – Proposal Section 4 - Response Requirements TemplateThe following table should be incorporated into the Proposer’s proposal response as indicated. Please address each requirement in the space labeled, “PROPOSER RESPONSE HERE.” Proposers are required to fully complete this table and include in their proposals. RFP Requirement Number Requirement 3.1 General System Characteristics The City seeks a system that provides the following general system characteristics: The ability to generate email from within the application to parties included on the application or to other contacts, and to view the associated email correspondence from within the application record. PROPOSER RESPONSE HERE- Yes: The City can generate an email from within the back office application and the mobile inspection application to a contact associated to the record or any other external contact. Associated email correspondence can be tracked within the application as well. The ability to import Word, Excel, PowerPoint and PDF documents to attach to the application, with the ability to view the attachments from within the application record. PROPOSER RESPONSE HERE- Yes: The City can import the mentioned file types within the application and later view them from within the back office application or mobile iG Workforce app. Comprehensive search ability into active and historic records by street name, street number, APN, developer, contractor, plan check number, building permit number, owner name, general project description, tract number, parent parcel number, business name, etc. PROPOSER RESPONSE HERE- Yes: EnerGov has a very robust search/query function that includes all mentioned parameters plus more such as your custom fields. Contain master files for architects, contractors, owners, tenants, engineers and developers including contact information (including multiple telephone numbers and email addresses) and license numbers. PROPOSER RESPONSE HERE- Yes: All mentioned types plus can define your own contact types; yes can have multiple addresses, licenses and any other custom fields you wish to track for a contact. Page 34
RFP Requirement Number Requirement The ability to add warnings or flags with notices or restrictions. PROPOSER RESPONSE HERE- Yes: Holds can flag a user with a warning message or restrict processing. Audit trails to record user activity. PROPOSER RESPONSE HERE- Yes: Each record has an audit trail to record user activity. Calculate applicable fees, accept payments (cash, check or credit card), and generate a payment receipt. PROPOSER RESPONSE HERE- Yes: EnerGov comes with a complete cashiering module which includes fees, invoicing and payment options. Provide the ability to issue refunds or adjustments to fees. PROPOSER RESPONSE HERE- Yes: Adjustments to fees and refunds can be done thru the system. Utilize the City’s accounting codes associated with fees. PROPOSER RESPONSE HERE Fees can have multiple accounting codes associated and can be split among those. Provide an online knowledge base to assist users with application use. PROPOSER RESPONSE HERE EnerGov includes integration to online help. Interface with the State licensing database to determine if contractor licenses are active. PROPOSER RESPONSE HERE- Yes: Energov includes pre-packaged CSLB integration. Maintain multiple fee schedules with effective dates. PROPOSER RESPONSE HERE- Yes: Fee schedules can have multiple versions with own set of effective dates and rates. Provide user defined fields for added information flexibility. PROPOSER RESPONSE HERE- Yes: The City can define your own custom fields for each record type, property or contacts. Page 35
RFP Requirement Number Requirement 3.2 Plan Check Application Fee Calculation and Tracking The system will support the plan review process for commercial, industrial and residential development. Describe the system’s ability to support activity, including due dates, comments, meeting schedules, record actions, and attach documents. PROPOSER RESPONSE HERE- Yes: EnerGov workflow has many types of actions that support plan check activities such as review items in a submittal cycle with cycle/review specific due dates, statuses, correction items, recommendations, and conditions. Other actions allow for recording of meetings, hearings, attaching documents and any other user defined activity types. Calculate fees. PROPOSER RESPONSE HERE- Yes: EnerGov can calculate fees. Track application submission date, date(s) notices were forwarded to the required reviewers both inside and outside of the City, and calculate the date the comments are due from the reviewers. Provide reminders to identify late comments. Provide the ability to view the status of comments. Allow consolidation of all plan review comments and conditions for approval into one document; the consolidation may be repeated as additional comments and conditions are received. Provide the ability to view and list all required approvals with the status of the approval. PROPOSER RESPONSE HERE- Yes: This can be accomplished in standard reports. Page 36
RFP Requirement Number Requirement 3.3 Public Works Improvement Plan Processing Improvement plan application processing may require project review and approvals from city departments, and from organizations outside of the City. When the conditions of approval are established and construction is underway, inspections are conducted by the Building Inspectors. PROPOSER RESPONSE HERE- Yes: EnerGov includes workflow to track reviews & approvals plus Conditions. Provide the ability to add or overwrite fees to support specific negotiations for developer(s). PROPOSER RESPONSE HERE- Yes: Users can add or adjust fees with proper security permissions. Present subtypes in a drop down menu based on the specific class code. PROPOSER RESPONSE HERE- Yes: Public works plans have a type and class configuration setup. Permit expiration: Track the permit expiration date, as delineated in the City’s ordinances.. Provide a report with the permits that will expire within a specified number of days, and export the information into a Word mail merge to generate permit expiration letters to applicants. Change the status of an expired permit. Allow the expiration date to be extended. Record the original expiration date, the modified expiration date and create an audit record identifying the user that made the change. PROPOSER RESPONSE HERE- Yes: Each type can have its own expiration date calculations, a report can be included in the scope to meet this requirement for the letter itself or to export that can be merged, Tracked in audit trail. Provide a master file for contractors and subcontractors, i.e. architects, engineers, soil engineers, electricians, mechanical, plumbing, etc. PROPOSER RESPONSE HERE- Yes: EnerGov has a shared contact database(Master File) but separate contact types exist for PW Plans. Page 37
RFP Requirement Number Requirement A comprehensive ability to calculate various fees is required. The screen should prompt the operator to enter the appropriate fee criteria based on the type of fee. PROPOSER RESPONSE HERE- Yes: EnerGov fee inputs include sq. ft., valuation & custom fields. Page 38
RFP Requirement Number Requirement 3.4 Building Permit Application Processing Building permit application processing may require project review and approvals from city departments, and from organizations outside of the City. When the conditions of approval are established and construction is underway, inspections are conducted by the Building Inspectors. PROPOSER RESPONSE HERE- Yes: EnerGov includes workflow to track reviews & approvals plus conditions. Provide the ability to add or overwrite fees to support specific negotiations for developer(s). PROPOSER RESPONSE HERE- Yes: Users can add or adjust fees with proper security permissions. Present subtypes in a drop down menu based on the specific class code. PROPOSER RESPONSE HERE- Yes: Public works plans have a type and class configuration setup. Permit expiration: Track the permit expiration date, as delineated in the City’s ordinances.. Provide a report with the permits that will expire within a specified number of days, and export the information into a Word mail merge to generate permit expiration letters to applicants. Change the status of an expired permit. Allow the expiration date to be extended. Record the original expiration date, the modified expiration date and create an audit record identifying the user that made the change. PROPOSER RESPONSE HERE- Yes: Each type can have own expiration date calculations, a crystal report can be included in the scope to meet this requirement for the letter itself or to export that can be merged, Tracked in audit trail. Provide a master file for contractors and subcontractors, i.e. architects, engineers, soil engineers, electricians, mechanical, plumbing, etc. PROPOSER RESPONSE HERE- Yes: EnerGov has a shared contact database but separate contact types for Public Works Plans. Page 39
A comprehensive ability to calculate various fees is required. The screen should prompt the operator to enter the appropriate fee criteria based on the type of fee. PROPOSER RESPONSE HERE- Yes: Fee inputs include sq ft, valuation & custom fields. Page 40
RFP Requirement Number Requirement 3.5 Permit Duplication To streamline building permit application processing, the ability to create multiple permits from one master permit is required. Provide the ability to create a master building permit for duplication, i.e.: For each unique model within a housing tract and specify the number of permits that should generate for the model. For a contractor to apply for a number of water heater permits. oAllow data entry for the unique information on a duplicated permit (lot, tract, address). PROPOSER RESPONSE HERE- Yes: EnerGov includes copy permit feature. This can create Model Plan record to approve plans then use it for each subsequent permit. It also has a copy feature for single contractor/type of work that allows for entry of each address in wizard mode. Provide the ability to modify a master building permit to create an additional master permit. (For example, models within a development differ only by the number of square feet.) PROPOSER RESPONSE HERE- Yes: Users can copy each model (and relate if you want) to identify each floor plan variation or elevation. Page 41
RFP Requirement Number Requirement 3.6 Inspection Scheduling Inspections are requested by calling a specified city telephone number the day before an inspection is requested, and the request is recorded by voice mail. PROPOSER RESPONSE HERE- Yes: Options for inspection requests by phone or web available. Provide an Inspection report sorted by each inspector including the results of the last inspection. For assistance with problematic inspections, provide the ability to flag an inspection request so that all inspection results will print on the new inspection request form. PROPOSER RESPONSE HERE- Yes: These are included as standard inspection reports and inspection history reports. Extra services will be required to create an inspection report that checks for specified criteria to determine whether or not to include history. Page 42
RFP Requirement Number Requirement 3.7 Inspection Activity and Results The inspectors need the ability to research inspection history and record inspection results in an efficient manner. Provide the ability to search inspection history and view corrections. Easily enter standard inspection results (i.e. approved, denied, not ready, rescheduled) as well as free form comments. Print inspection history. Attach photos and documents to inspection results. PROPOSER RESPONSE HERE- Yes: Inspectors can view this information in list or workflow format on record; search screens or property records. EnerGov has a very robust search/query function that includes all mentioned parameters plus more such as your custom fields. These can be updated individually or in bulk from the back office or using mobile application. Page 43
RFP Requirement Number Requirement 3.8 Certificate of Occupancy The Certificate of Occupancy is issued after final inspections are conducted. Allow rules to prevent the Certificate of Occupancy from issuance until all inspections are signed off by the appropriate parties. PROPOSER RESPONSE HERE- Yes: This can be managed either in workflow or as its own record type. RFP Requirement Number Requirement 3.9 Reporting Activity reports are required with various frequencies (monthly, quarterly and annual). Comparative reports with the current month compared to the same month last year, and year-to-date information for the current year and previous year. The ability to easily generate ad hoc reports and the ability to export data to Excel is desired. Activity reports by class code, type, contractor, project, etc. are examples of ad hoc reports that may be requested. PROPOSER RESPONSE HERE- Yes: EnerGov offers selectable timeframes in reports & dashboard graphical queries. Also, advanced ad hoc queries can be used to create your own reports. All searches can be exported to Excel or to GIS including the custom fields. Page 44
3.10 Data Conversion Conversion of the existing building permit data is required. The AS 400 database is DB2 and the OS is V6R1M0, and the data can be provided in Excel or other delineated format. PROPOSER RESPONSE HERE- Yes: Tyler has included Conversion information located in section 5.0 of this Response. RFP Requirement Number Requirement 3.11 System Interfaces Provide the ability to integrate the permitting application with the following systems. ESRI GIS – for address validation LaserFiche document management for document data storage and access within the permitting application. Digital Map Products – online GIS GoRequest – online service request / inquiry provided by GovOutreach. PROPOSER RESPONSE HERE- EnerGov can be integrated with ESRI GIS as well as LaserFiche. EnerGov can possibly integrate with Digital Map Products online GIS but more information is needed to determine this. We do not integrate with GoRequest at this time. Page 45
RFP Requirement Number Requirement 3.12 Additional Features The City desires to obtain a system that can provide additional features to provide enhanced services. In your proposal, provide information about the features available within your system, and provide separate pricing for each feature. If your system offers additional enhancements that may be of interest to the City, include the description and cost of those features in your proposal. E-Government The ability to request inspections online through the City’s web page and check the status of inspections. E-Permitting – Allow electronic permit issuance and fee collection for simple permits, (i.e. water heater) through the City’s web site with PCI compliancy. View permits on line. View plan check status. oThe City’s web site is provided by Vision Internet. PROPOSER RESPONSE HERE- Yes Mobile Access Provide the inspectors with system access using a mobile device to both inquire and update while working in the field. Allow the inspectors to provide inspection results to the applicant while working in the field. PROPOSER RESPONSE HERE- Yes Electronic Plan Check Provide the ability for developers to submit plans electronically through the City’s web page. Allow for resubmission of changes as necessary Route to multiple reviewers View and mark up CAD layers, PDF, DWG, etc. file types Review and compare marked up drawings; maintain version control PROPOSER RESPONSE HERE- Yes: *The City of La Quinta will need to provide the markup software: Adobe Pro or BlueBeam. Page 46
Section 6 – Implementation Approach
A successful implementation of Tyler products requires building a strong link
between Tyler Technologies and the customer with designated personnel
from both organizations making up a cohesive team. The team functions
most effectively when all members are committed to the project and
contribute equally toward its success; open and consistent communication
between all team members is essential.
Tyler’s staff has the experience and the expertise to organize the project
and manage it properly for our customers. From the initial
implementation of the LGD applications to maintenance and support
long after the implementation is complete, Tyler will take responsibility
for all aspects of the project. We assist with each crucial step to
facilitate the change to Tyler software making it as effortless as possible.
In creating a consistent and efficient implementation plan, Tyler’s
process consists of the three primary segments, all of which are equally
important to the success of a project. Each segment consists of four
distinct, essential components that are based on industry standards and
company expertise. Strategically organizing each segment and
methodically incorporating each of the related components into the
implementation process ultimately leads to a successful
implementation.
Project Management
Project management and consulting most often takes place at the beginning
of implementation as an avenue for building a realistic project plan with
reasonable timelines and milestones. These days are extremely important
and require the full attention of all involved parties. Tyler staff works with
customers from the moment the contract is signed until going live on
the software.
Professional and competent project management can make the
difference between a successful implementation and a disaster. The
Project Managers at Tyler prescribe to the principles of the Project
Management Institute (www.pmi.org), including the monitoring and
controlling of the four common parameters of any major project:
resources, time, money, and scope.
TYLER’S IMPLEMENTATION
Tyler’s staff has the experience and the
expertise to organize the project and
manage it properly for our customers.
From the initial implementation of the
Incode applications to maintenance
and support long after the
implementation is complete, Tyler will
take responsibility for all aspects of the
project. We assist with each crucial
step to facilitate the change to Tyler
software making it as effortless as
possible.
Tyler offers multiple implementation
services:
x Project Management
x Consultation
x Data Conversion
x Change Management
Sample guidelines can be found in this
section to help you to understand how
a typical implementation is structured,
and how long each step will take to
complete.
We have also provided a detailed list of
things Tyler is exclusively responsible
for, and what the client is obligated to
provide.
Page 47
Project Managers
Continuity is maintained by assigning one Tyler Project Manager as the primary contact for all applications. In addition
to being the single point of contact, the Project Manager (PM) has a variety of responsibilities.
Tyler Project Manager
x Serve as a single point of contact.
x Work through the Implementation Process Document with the customer
x Work with the customer to coordinate the implementation schedule and timeline
x Schedule Tyler resources for training days
x Coordinate conversion services with appropriate departments within Tyler
x Coordinate the testing of forms, printers and third party interfaces
x Oversee project and monitor progress with customer
x Hold regular conference calls with the customer to review status and outstanding issues
x Monitor implementation expenses against budgeted contract amount
x Manage program change orders and custom interfaces
x Coordinate transition from Implementation to Support
Client Project Manager
x Coordinate with Tyler PM to develop and maintain implementation schedule
x Scheduling client resources for training days
x Identify additional employee training needs and update schedule
x Ensure that employees accomplish tasks on time
x Oversee project and monitor progress with Tyler PM
x Develop conversion specifications with Tyler PM
x Coordinate regular internal project meetings to determine status of outstanding issues
x Review invoices in accordance with the contract and associated milestones
Project Manager Selection
Project Managers are selected only after contracts have been signed and returned to Tyler. Once we have fully
analyzed your situation we will provide you with the Project Manager best suited to your needs. We believe
that this is an important step to the implementation process, and would appreciate your patience as we make
this crucial decision.
Data Conversion
A successful conversion is one that provides the least amount of displacement and discomfort for the customer and
their employees. With hundreds of conversions over 20 years and staff dedicated specifically to that responsibility,
Tyler Technologies has the experience and skill to effectively manage the complexities of converting data to a new
technology.
Methods
One of the most difficult aspects of software transition revolves around data conversion, which can take place in one
of two ways.
x Manual – The client enters data from the existing system into the new Tyler Technology system
x Automated – A software program is written or coded in order to facilitate moving information from the
existing system to the new Tyler Technology system
Page 48
The Conversion Process
The process itself has a predefined set of steps necessary for a successful conversion.
1. Data Extraction – The customer performs the preliminary extraction and transmission of data with any
necessary assistance from Tyler staff.
2. Data Evaluation – Tyler Technologies will evaluate the information that has been transmitted.
3. Conversion Scheduling – Upon a successful evaluation, Tyler will contact the customer to begin the
development process of the conversion programs. During the development step, the client will be
responsible for providing knowledge and insight into the information from their current system.
4. Conversion Delivery – After the initial conversion has been completed Tyler will run checks on the data to
ensure the data is as complete and correct as possible using programatic tools. Any known issues are
provided to the client at this time. The severity of the problem will determine when and how the issue
will be addressed. This may range from data being entered manually after go live
to programmatically correcting an issue.
5. Conversion Verification - The client will meet with a Tyler Implementation Consultant to receive basic
training on the application that will allow the client to review the converted data prior to go live. The
client will then have a period in which to review and report any issues.
6. Final Conversion – The final conversion will be run close to the go live date with a new pull of data,
repeating a similar process for delivery and verification of the conversion.
Data Extraction
The customer will supply the data in one of the specified accepted formats along with data definitions and reports to
balance the data to.
x SQL Databases
x Excel spreadsheets
x Access databases
x delimited ASCII text files
x Oracle Databases
Data evaluation
The initial data extraction is for the sole purpose of developing the conversion software. Once Tyler receives the
data from the customer, the evaluation process begins. The media itself is first evaluated as to readability. Each
data file is then reviewed as to its format, file description, and estimated complexity. A final data extraction will
be performed the day of or close to the day of final conversion.
Conversion Scheduling
Tyler’s Implementation Coordinator will work with the customer to schedule a time for the data conversion,
conversion assistance, and eventual training. Timing is an important element during a data conversion. The
conversion will revolve around the most advantageous dates for all parties, which will be discussed during
scheduling.
Data Validation
The final step in the conversion process is the data validation. Much attention will be given to data integrity
during the testing phase by the program developers. The conversion assistant will also spend time testing the
integrity of the information. Working with the customer, balances and the output of processes will be tested
after the conversion.
Page 49
Change Management
At Tyler, we understand that employee acceptance and understanding of change is as important to a project’s
success as having the right resources, tools, and experts on the job. We have provided our strategies and
methodologies here to illustrate how managing the people side of change during Tyler product implementations
can lead to a faster speed of adoption, a higher employee utilization rate, and greater user proficiency.
Change management has two parts—organizational change management and individual change management—
each with its own focus and process based on the specific roles of the people involved.
Organizational change management is from the perspective of leadership surveying an organization from the
top down. Management is focused on results. Divided into three phases, organizational change management
emphasizes complete communication with—and training for—each employee, and seeks to maintain your
organization’s overall structure and culture.
Phase I—Preparing for Change
ͻƌĞĂƚĞƌĞĂĚŝŶĞƐƐĂŶĚƌŝƐŬĂƐƐĞƐƐŵĞŶƚƐĂŶĚĚĞǀĞůŽƉĂƐƚƌĂƚĞŐLJ
ͻ/ĚĞŶƚŝĨLJĂŶĚƉƌĞƉĂƌĞĂĐŽŵŵƵŶŝĐĂƚŝŽŶůĞĂĚŽŶƚŚĞƉƌŽũĞĐƚƚĞĂŵ
ͻƌĞĂƚĞĂƐƉŽŶƐŽƌƐŚŝƉŵŽĚĞůĂŶĚƉƌĞƉĂƌĞƐƉŽŶƐŽƌƐƚŽĞĨĨĞĐƚŝǀĞůLJůĞĂĚƚŚĞĐŚĂŶŐĞ
Phase II—Managing Change
ͻĞǀĞůŽƉĐŚĂŶŐĞŵĂŶĂŐĞŵĞŶƚƉůĂŶƐ;ĐŽŵŵƵŶŝĐĂƚŝŽŶƐ͕ƐƉŽŶƐŽƌƌŽĂĚŵĂƉ͕ĐŽĂĐŚŝŶŐ͕ƚƌĂŝŶŝŶŐ͕ĂŶĚƌĞƐŝƐƚĂŶĐĞ
management)
ͻdĂŬĞĂĐƚŝŽŶĂŶĚŝŵƉůĞŵĞŶƚƉůĂŶƐ
Phase III—Reinforcing Change
ͻŽůůĞĐƚ͕ĂŶĂůLJnjĞĂŶĚƌĞƐƉŽŶĚƚŽĞŵƉůŽLJĞĞĨĞĞĚďĂĐŬƚŽĞdžĂmine change management effectiveness
ͻ/ĚĞŶƚŝĨLJĐĂƵƐĞƐŽĨĂŶĚŵĂŶĂŐĞƌĞƐŝƐƚĂŶĐĞ
ͻĞůĞďƌĂƚĞƐƵĐĐĞƐƐĞƐĂŶĚƚƌĂŶƐŝƚŝŽŶƚŚĞƉƌŽũĞĐƚƚŽĚĂŝůLJŽƉĞƌĂƚŝŽŶƐ
Individual Change Management is about managing change from the perspective of the employees at an
individual level. These employees are ultimately the ones that perform any new day-to-day activities and make
the new processes and systems come to life in your organization.
Managers and coaches help employees:
ͻ'ĂŝŶĂǁĂƌĞŶĞƐƐŽĨĂŶĚƵŶĚĞƌƐƚĂŶĚƚŚĞŶĞĞĚĨŽƌĐŚĂŶŐĞ
ͻĞĐŽŵĞŵŽƚŝǀĂƚĞĚĂŶĚĞdžĐŝƚĞĚƚŽĞŶŐĂŐĞĂŶĚƉĂƌƚŝĐŝƉĂƚĞŝŶƚŚĞĐŚĂŶŐĞ
ͻƚƚĂŝŶƚŚĞƐŬŝůůƐĂŶĚŬŶŽǁůĞĚŐĞŽĨŚŽǁƚŽĐŚĂŶŐĞ
ͻĞĐŽŵĞƉƌŽĨŝĐŝĞŶƚŝŶĂŶĚĂďůĞƚŽŝŵƉůĞŵĞŶƚƚŚĞĐŚange
ͻ'ĂŝŶƐƵƉƉŽƌƚĂŶĚƌĞŝŶĨŽƌĐĞŵĞŶƚŶĞĞĚĞĚƚŽƐƵƐƚĂŝŶƚŚĞĐŚĂŶŐĞ
From communications and coaching plans, to resistance management strategies, and even to change
performance measurements, our consulting analysts provide the tools, resources and knowledge for each
employee to adapt successfully to our Tyler software solutions. We help each person within your organization
develop invaluable skills to successfully prepare for, manage and reinforce change, not just for the project at
hand–but also for any changes that are made in the future.
Page 50
Implementation Guides
The Implementation Sample Gantt chart is included here as a reference tool to see the most ideal scenario for
your software implementation. This is merely a suggested timeline, and is in no way a commitment from Tyler.
Also included in this section is an Extended Implementation Guide, which states the steps that Tyler is expected
to perform, as well as the steps for the client. The order of the steps should coincide with the Timeline’s format.
Implementation Timeline Guide
Page 51
Extended Implementation Guide
Your Tyler Project Manager will develop an implementation schedule outlining specific tasks for specific applications
and will determine live dates based on communication with the your staff.
This is a general guide.
TYLER RESPONSIBILITIES CLIENT RESPONSIBILITIES
1 - Contract Agreement Complete and deliver Contract Return signed contract
2 - Project Management
Project Manager makes initial contact
Deliver implementation binder to client
3 - Pre-implementation
Review implementation plan with client
Check for possible custom programming
Return pre-implementation documents
Alert 3rd party vendors software
change
4 - Hardware Detail Order hardware based on contract
Schedule hardware installation
Set up client Server
5 - Data Conversion
Schedule data conversion
Verify and evaluate client data
Return sample data form
6 - Software Installation
Install software applications
Sign and return installation verification
forms
7 – Post-installation
ƵŝůĚ required form files
Set up required financial reports
Provide post-installation tech support
Install required handheld files
8 - Pre-Training
Discuss procedure with client
Discuss General Ledger account structure
Complete any pre-training
“Homework”
9 - Training
Train on software Return live verification notice
10 - Going LIVE Transfer client from implementation to
support
* For sites with multiple applications, Data Conversions & Software Installations are completed in phases.
Phase 1: Conversion/Installation for General Ledger, Accounts Payable, Personnel Management, and Purchase Orders.
Phase 2: ŽŶǀĞƌƐŝŽŶͬ/ŶƐƚĂůůĂƚŝŽŶĨŽƌhƚŝůŝƚLJŝůůŝŶŐ͕ĂŶĚĂƐŚŽůůĞĐƚŝŽŶƐĨŽƌUtility Payments.
Phase 3: ŽŶǀĞƌƐŝŽŶͬ/ŶƐƚĂůůĂƚŝŽŶĨŽƌƌĞŵĂŝŶŝŶŐĂƉƉůŝĐĂƚŝŽŶƐ͕ǁŚŝĐŚŵĂLJŝŶĐůƵĚĞŝƚĞŵƐƐƵĐŚĂƐƵƐŝŶĞƐƐ>ŝĐĞŶƐĞ͕ƵŝůĚŝŶŐ
Projects, DŝƐĐ͘ĐĐŽƵŶƚƐZĞĐĞŝǀĂďůĞ͕ĂůůĞŶƚĞƌ͕'^ZĞƉŽƌƚĞƌ, etc.
Page 52
LGD Implementation Staff
Jana Joiner, Director of Implementation -CIS/CRM – :ĂŶĂŐƌĂĚƵĂƚĞĚĨƌŽŵdĞdžĂƐdĞĐŚhŶŝǀĞƌƐŝƚLJǁŝƚŚĂŝŶ
Finance. She has been with Tyler since 2001 and has held multiple positions within the Support and
Implementation departments giving her a very diverse background.
Dennis Mailman, Implementation Manager for CRM. Dennis graduated from St. Mary’s University in San
ŶƚŽŶŝŽǁŝƚŚĂŝŶĐĐŽƵŶƚŝŶŐŝŶϭϵϴϲ͘ ,ĞŝŶŝƚŝĂůůLJǁŽƌŬĞĚĨŽƌƚŚĞŝŐϴĐĐŽƵŶƚŝŶŐĨŝƌŵŽĨ ƌŶƐƚĂŶĚ
Whinney. He then joined the Computer Industry as a Computer Trainer and Consultant. Since starting with
Tyler in 2001, Dennis has held multiple roles including Implementation Consultant, Project Manager,
Implementation Team Lead and Implementation Manager for the CRM applications.
ValĂƌŝĞĞƌŬƐŚŝƌĞ– CIS Implementation Manager - Valarie graduated from Lubbock Christian University with a
ŝŶĐĐŽƵŶƚŝŶŐ͘ ĞĨŽƌĞǁŽƌŬŝŶŐǁŝƚŚdLJůĞƌ͕sĂůĂƌŝĞŐĂŝŶĞĚĞdžƉĞƌŝĞŶĐĞǁŽƌŬŝŶŐĂƐĂŶĂƵĚŝƚŽƌ͘ She joined
Tyler in August 2004 and has held various positions in the Support and Implementation departments.
Sheryl Akin, Financial Implementation Manager – Sheryl has over 25 years of computer and software
experience working in various segments of the industry including sales, implementation, and support. Ms.
Akin has also worked in multiple roles at Tyler since joining in 1998. That diversity has allowed her to gain
valuable experience and insight into client’s needs.
Donna Martindale, CPA–Manager of Financial Implementation Services – Donna graduated from Texas A&M
ǁŝƚŚĂŝŶĐĐŽƵŶƚŝŶŐŝŶϭϵϴϲ͘KŶĞŽĨŚĞƌĨŝƌƐƚũŽďƐŽƵƚŽĨƐĐŚŽŽůŝŶϭϵϴϳƵƚŝůŝnjĞĚLGD’s software. She
began her career as a City Finance Director at one of LGD’s first sites. In 1998 Donna joined LGD’s
Implementation Department. Over the past 10+ years, she has worked with more than 250 sites providing
implementation and general consulting services.
Project Manager Selection
Project Managers are selected only after contracts have been signed and returned to Tyler. Once we have fully
analyzed your situation we will provide you with the Project Manager best suited to your needs. We believe that
this is an important step to the implementation process, and would appreciate your patience as we make this
crucial decision. Tyler will provide information on Tyler personnel likely to be assigned to the City’s project. We
are unable to assign personnel to a project until Tyler is selected and a contract is signed, in an effort to most
effectively use resources.
Page 53
Training
At Tyler’s LGD solution, our clients expect to receive the right training
for their needs because learning the tools, benefits, and powerful
functions is part of the process. It’s a fact that fully trained clients
who understand how to use Tyler products are able to do their jobs
better, period.
Different Needs, Different Options
Every customer is unique so the training process can vary from one
customer to the next. Rather than adhering to a stringent schedule,
Tyler offers flexibility in the training process that considers each
customer’s unique scheduling needs. The amount of training time
required for an implementation may also depend, to a certain degree,
on the specific individuals who will be trained. The timing of sessions
for individual applications can vary a great deal depending upon
several factors including the customer’s preferences, the time spent
on data conversion, and the availability of the staff being trained.
On-site Training
Training customers on-site using their hardware and data is an
extremely effective method for educating customers. Training
sessions are a combination of lecture and hands-on education, using
the customer’s actual live data. In a decentralized environment, it is
critical that all pertinent users be trained and as importantly, that training
is effective. To this end, personnel should make every attempt to attend
all applicable sessions with as few distractions as possible. Tyler also
suggests having a management representative attend training classes.
Group Training
Tyler offers group training to our installed client base throughout the
year and in various locations across the country. Group training
provides an excellent opportunity for customers to learn introductory,
new, or advanced processes in a classroom environment. With this
approach, our clients are able to learn away from their offices without
interruption while benefiting from sharing experiences, questions, and
procedures with other clients.
User Groups
Sound development of the LGD product is largely driven by existing
clients. To that end, we encourage active, client-organized product
User Groups. User Groups typically consist of like-minded customers
in geographic proximity of one another and running the same or
similar Tyler applications. Customers often meet on a semi-annual
basis and represent the caucus that drives much of the ongoing
software development.
TRAINING
Tyler’s team of training experts tailors
instruction to meet our clients‘ needs.
Classes may be targeted for data
entry personnel or heavy system
users. We also offer “train-the-
trainer” services designed to teach a
small group of internal “experts” who
can then train other employees.
Tyler offers multiple environments for
training customers:
x On-site training—meeting clients’
needs on the home front
x Group training—across the
country, providing continuing
education
x User Groups—organized by
clients, supported by Tyler
x Remote Training—connected
over the Internet, a client can
engage in several kinds of
refreshers
x Tyler Online Training Center—an
online tool that offers complete
training courses
x Tyler Connect—annual meeting of
Tyler staff and current Tyler
clients
Page 54
Remote Training
Through a typical Internet connection, Tyler provides several options including regional training for
client groups, individualized follow-up and refresher training, and education presentations to keep
clients informed about Tyler services and solutions. Tyler Web-based training is an affordable way to
keep skills fresh, get new employees up to speed, and ensure offices stay abreast of the latest products
and services.
Tyler Online Training Center
The Tyler Online Training Center offers an online training library focused on core application suites.
Customers will find Self-Study Courses, Group Internet-Based Webinars, and Archived Webinars. Tyler
Technologies is also registered with the National Association of State Boards of Accountancy (NASBA) as
a sponsor of continuing professional education on the National Registry of CPE Sponsors.
Tyler Connect
Tyler hosts an annual education forum, Tyler Connect, which serves our
customers’ need for new information, as well as refresher information on
our software products. Each class is tailored to meet the needs of attendees in order to increase
productivity and, ultimately, improve responsiveness to your citizens and clients. Tyler is a nationwide
community dedicated to learning, growing, sharing, and connecting every year.
2012 marked the 4th annual Tyler Connect event, and the first year all divisions were represented.
Connect is unique because it’s the only time we have staff and clients from every division come
together. Approximately 2500 attendees participated in this year’s connect, including more than 600
clients from our Local Government division.
Tyler offered more than 600 training sessions across all four divisions of Tyler, with 11 product tracks,
and Tyler-wide sessions. These Tyler-wide sessions, open for anyone to attend, ranged from IT sessions
to preparing a CAFR, and presentation skills training.
Clients who attended Tyler Connect took advantage of the opportunity to connect directly with Tyler’s
seasoned professionals and business partners. They attended educational sessions, new product demos
and workshops, as well as networked and shared ideas with their public sector peers. These classes
enabled them to gain knowledge that will empower them to better serve their communities through the
use of Tyler’s products.
Page 55
Training & Readiness
This stage of the EnerGov project is designed to facilitate maximum knowledge transfer with regard to
utilizing the EnerGov System. With an application as dynamic and configurable as EnerGov, it is
imperative that an equally configurable and dynamic training program be provided that is tailored to
each agency’s unique business processes, workflows and terminology.
As such, EnerGov employs highly talented and specialized trainers that build adaptable training solutions
geared around the needs of each business process. EnerGov can custom-fit end user training programs
to meet the specific needs of a City; from train the trainer to comprehensive end user training programs
In conjunction with the City, EnerGov shall perform the following objectives:
Professional Training Services
EnerGov Responsibilities:
x Provide professional training
x Provide prompt response to City's request for information
x Coordinate with City to define training logistics and schedule
City Responsibilities:
x Provide prompt responses to EnerGov’s request for information.
x Ensure personnel critical to the success of the project are present
and available to assist in training.
x Provide facilities suitable to training needs.
Page 56
Section 6.0 – Other Requirements
Support and Maintenance
The goal of the Tyler Support department is to provide expeditious
technical assistance to LGD users in overcoming software issues,
understanding certain functionality, and recommending approaches to
various scenarios. A retention rate of more than 99% suggests we do
that very well and, is evidence of our commitment to customer
satisfaction.
As partners with us in the business of automating local government,
our customers have a direct impact on the evolution of the software
itself, as well as the policies and procedures for implementing and
supporting it. Support services have been expanded to incorporate a
variety of options.
Tyler offers Live telephone support on our toll-free support hotline
(7am-7pm, CST). This allows our customers to receive the quickest
response to their inquiries, and the quickest resolutions to any
problems they may come across.
Our E-mail support (incode.support@tylertech.com) allows our clients
to ask detailed questions, attach documents and screenshots, and
explain the issues so that our staff can create a resolution efficiently.
Live Chat Support initiates a conversation between the client’s
employees and our staff. This feature is great for quick questions and
comments that may come up about the software.
Tyler’s newest tool, Tyler Community, brings together Tyler employees
and clients in an interactive environment where they share knowledge,
participate, and build relationships. Find answers, get connected, and
join the discussion with Tyler Community.
Go-To-Assist allows our support staff access to your system. One of
our support team members will be able to see exactly what is
happening on your system, assess the situation, and resolve the issue
quickly.
Our customer website (www.tylertech.com) has a wide variety of
online support features, such as:
Incident Management – where a client can create new support
incidents or search existing and past incidents.
Knowledge-Based articles – use a key-word search engine to
search for answers to frequently asked support questions
FAQ documents, downloadable training documents, and
streaming training videos
User Forum discussions – discuss the LGD product or other topics
with other Tyler clients in your area, and around the country
Enhancement Requests – submit a new software enhancement
request or vote on existing enhancement requests for
consideration in future versions of the LGD software. This
feedback is priceless to LGD, as this is often how we decide what new features to include.
TYLER SUPPORT
Tyler strives to provide the best support
to our clients. Tyler’s experienced staff
has the expertise to assist you with any
issues.
Tyler offers multiple options for
contacting our support staff:
x LIVE telephone support
x Email support
x Live Chat Support
x Online Support
x Go-To-Assist
E-incode.com - Tyler’s Customer Website
x Provides Incident Management
x Knowledge-Base articles
x FAQ
x User Forum Discussions
x Enhancement Requests
The Tyler Community
Find answers. Ask questions and get
answers from Tyler employees and other
users.
Tyler makes every effort to make the
support experience as painless as
possible.
TYLER SUPPORT LOCATION
5519 53rd Street
Lubbock, TX 79414
800.646.2633
Page 57
Support Goals
Though our Live Telephone Support reduces call-backs, it does not eliminate them. Goals have been
established for those incidents and are monitored via constant communication with the Customers and
specific metrics.
Issue Level Critical High Standard
Time to Respond 10-30 min 30 min – 1 hr 2-3 hrs
Time to Resolution 10 min – 1 hr 20 min – 4 hrs 2-8 hrs
Support Analysis
With the majority of our customers taking advantage of our Live Telephone Support, we track First Call
Resolution. The Industry Standard for Call Back Resolution falls below 49 percent. LGD stays well above the
industry standard in resolving issues upon first contact by our customers, with an average 70 percent
resolution rate. Taking support calls live allows us to resolve issues more quickly creating a more efficient
environment for our customers.
Tyler carefully gauges all the aspects of support to maintain a customer-conscious atmosphere, so in addition
to tracking First Call Resolution, we track relevant data that helps us to better serve our customers.
x Average wait time in the queue
x Average response time
x Average resolution time
x Average call volume by day
x Average incidents closed by agent by day
x Incident trend analysis
Problem Escalation
The goal of the Tyler Support department is to provide technical assistance to LGD Product users in
overcoming issues, understanding certain functionality, and recommending approaches to various
situations.
An incident is originated when a customer contacts Tyler’s LGD support staff. Support can be contacted
via the toll free support line, e-mail, or the e-LGD support website. The incident can be received in
several different ways via our flexible support systems.
If the support incident is received via the toll-free support line, a support representative will create and
log the support issue into our help desk system. The support representative will take ownership of the
incident and see it to resolution. The support representative will use many different resources to
resolve the issue including on-line help, Knowledge Base, advisors, team leaders, managers, and
software developers.
If the support incident is received via e-mail or e-LGD, an incident is created and a support
representative will contact the customer based on a combination of the priority of the issue and the
order that the issue was received. The support representative will take ownership of the incident and
see it to resolution. The support representative will use many different resources to resolve the issue
including on-line help, Knowledge Base, advisors, team leaders, managers, and software developers.
Support Goals
Page 58
“Thank you so much
to all of you for
your support. Being
new at this can be
stressful, it is
nice to know there
is always someone to
help!”
Jenna & Sarah
The Team Leaders and Manager of Support Services monitor the status of all
support incidents received during the day. In situations where the Team
Leaders or Manager identify an incident that needs escalation, the Team
Leader or Manager may manually escalate the incident or assign it to a
specific support representative. If the software support representative
cannot resolve the incident, they have several different levels of help in
order to resolve the incident in a timely manner. The levels are as follows:
Support Specialist > Advisor > Team Leader > Manager of Support Services
> Director of Client Services.
Tyler Community is an interactive support website that our clients will access to share information and
collaborate with other users and Tyler employees. Additionally, users will access Community to find
support information, such as training and product documentation. This peer-to-peer
engagement creates a social, information-sharing network like never before, as clients and Tyler
employees will be the driving force behind building useful, relevant content, meaningful groups and
lasting connections in the Community. All support tools, including Tyler Community, are included in the
client’s annual maintenance cost, and there will be no additional costs associated with accessing the
Community.
The Community will host several areas for collaboration and information access:
x Home — The landing page with an overview of important announcements, member activity and
quick links to Community pages.
x Blogs — A place for informative articles written primarily by Tyler staff around topics like
industry news, announcements, tips-and-tricks and best practices.
x Forums — The designated place to start discussions and question-and-answer threads. Forums
will also host the primary support feature in the Community.
x Library —A library of downloadable media available to any Community member including user
guides, videos, images, documents and more.
x Wiki — An interactive research area to create articles around shared knowledge and training
resources. Wikis are often a work-in-progress and are edited by the Community.
The Tyler Community does not replace support calls, rather as we build content and increase
communication in the Community, we expect the volume of support calls to naturally go down as clients
are able to answer their own questions. This is a proven benefit of companies that have implemented
similar communities as an extension of their Support offerings. However, phone support will continue to
be the recommended avenue to receive assistance with priority, critical and complicated support issues.
User Groups
Sound development of the LGD product is largely driven by existing clients. To that end, we encourage
active, client-organized product User Groups. User Groups typically consist of like-minded customers in
geographic proximity of one another and running the same or similar Tyler applications. Customers
often meet on a semi-annual basis and represent the caucus that drives much of the ongoing software
development.
Page 59
Updates & System Monitoring
Managed Services allows for the deployment, updating, and management of all Tyler software
resources. These services include complete transaction backup and restore capabilities of the system
during the system update, as well as monitoring all aspects of the system to ensure maximum
performance, increased productivity, and “One-Touch” software deployment to server, desktop, and
mobile users. These features boast a “No Downtime” guarantee that creates a seamless work
environment for your staff.
With over 400 professionals working with the Tyler’s LGD Solution and almost half of those in
Development and Implementation, we have successfully migrated many of our customers through three
generations of software. Tyler views this software development and migration as a stewardship of your
annual maintenance dollars. Those dollars are invested on behalf of our customers into new products
and features, continually taking advantage of current technology.
As Tyler develops new applications, service models, and technologies, we do so from a three-
dimensional, 360-degree view. Tyler’s Evergreen philosophy means our products perpetually renew
themselves. We don’t abandon the old—we migrate to the new so our clients’ needs are met steadily
and consistently.
Documentation
Tyler’s LGD application documentation is online and includes both operator and administrative
functions. Documentation is included for all released versions of LGD software and is updated as new
versions of the software are released. LGD documentation includes a table of contents, index, and key
word search capabilities. Within the LGD application, the user experience includes extensive context-
sensitive help and quick launch tools to create support request directly to Tyler’s Support Services via
email, phone or the web through our Client Support portal at http://www.tylertech.com/ client-
support/LGD-support. From here, users have access to support tools such as Incident Management,
Tyler Online Training Center, and Live Support as well as join the Tyler Community. Tyler Community
offers new ways to collaborate with Tyler clients and staff on topics that impact users’ daily
responsibilities and provides an interactive environment to share the latest software tips and tricks and
discover what other agencies around the nation are doing to connect and empower their constituents.
Research and Development
With over 400 professionals working with the Tyler’s LGD Solution and almost half of those in
Development and Implementation, we have successfully migrated many of our customers through three
generations of software. Tyler views this software development and migration as a stewardship of your
annual maintenance dollars. Those dollars are invested on behalf of our customers into new products
and features, continually taking advantage of current technology.
In 2012, Tyler dedicated 7% of its Gross revenue to research and development. This represents a 1%
increase over 2011. Tyler’s philosophy during these economic times represents a departure from our
competitors. Rather than reduce our investments in order to maintain a short term financial gain, Tyler
is increasing our investments in our employees, products, and infrastructure. This long-term vision will
ultimately benefit our customers as we are able to protect their investment in Tyler software. Specific to
the products and services being quoted within, the LGD product line will invest in Research and
Development at a higher rate than Tyler as a whole. For the 2013 plan year, LGD will invest 8% of its
revenue to R&D. This also represents a 1% increase over the 2012 plan year.
Page 60
ENERGOV SYSTEM REQUIREMENTS
SITE ASSESSMENT
Page 61
2
SERVER SPECIFICATIONS
11-15 15+
DB Web AS DB Web
Xeon Hex
Core1 y yy yy yy yy yy yy
GB RAM 16 16 32 16 32 32 32
Bus 1 – SAS 100
GB
100
GB
100
GB
100
GB
100
GB
100
GB
100
GB
Bus 2 – SAS 500
GB N/A 500
GB N/A N/A 750
GB N/A
y One processor required; yy Two processors required.
1 If running in a virtual environment, four virtual cores are needed.
2 Tyler’s standard maintenance plan includes an automatic backup of your database in this disk space.
3 Entities that plan on having over 100 concurrent users should consider clustering of SQL servers.
4 If using scanned documents, additional disk space is required.
REQUIREMENTS
CONFIGURATION DIAGRAM
Page 62
3
SERVER SPECIFICATIONS
5 Nationally recognized brand.
6 If >32 GB of RAM, then Windows Server 2008 Enterprise.
7 For larger clients, MS SQL Server 2008 R2 Standard or Enterprise may be required.
ENERGOV WEB SERVER
WORKSTATION
Page 63
4
BROWSER COMPATIBILITY
y IE 7+12
y Chrome12
y Firefox12
y Safari
12 These browsers are tested regularly for compatibility; the others are not tested regularly but are supported.
Tyler recommends the Silverlight Plug-in.
MOBILE APPLICATIONS
EnerGov’s MobileGov Solution is capable of running on Tablet PCs, Laptops or Windows Mobile Smartphone. It is
highly recommended that these devices be suitable for “feld use” (i.e. ruggedized). If Wi-Fi or reliable AirCard
signal is readily available, users are also capable of running the full EnerGov .NET application in the field (Laptops
and Tablet PCs only). Additionally, field printing systems are recommended for on-the-spot printing of NOVs, failed
inspection notices and other relevant documents in the field. It is best suited that these field units communicate
via Bluetooth for simple wireless functionality in the field.
Laptop
Tablet PC
iPad
Smartphone
Scanner Compatibility
14
Page 64
5
Developing a consistent backup strategy is a vital part of any organization’s business continuity plan. A good
backup plan ensures that you do not lose the hard work and time you invested in data entry if a hardware failure
or natural disaster occurs. A plan such as this is easy to develop and usually easy to implement. This section
outlines the steps you should take to properly back up your data.
Assessing Your Backup Needs
Backups occur differently, depending on the size of the database being used. The differences directly impact how
quickly you can resolve problems and how much effort you must expend. Tyler recommends that you implement a
backup plan based on the point values determined in your initial Site Assessment.
Rotating Tapes
First, establish a good tape rotation for your backups. Tyler recommends that you use, at a minimum, the following
6-tape rotation:
Week 1
M T W Th F1
Week 2
M T W Th F2
This rotation is sufficient for most customers because you can go back a few business days to find files. However, if
you feel you need a little more protection, you can use a different set of tapes for Mon-Thurs of Week 2, and/or
you can keep a Fri 3 and Fri 4 tape so that you have a month’s worth of Friday backups. We also recommend that
you periodically (monthly, quarterly, etc.) pull a tape permanently out of rotation to store off site
Backing Up Your SQL Database
For EnerGov, the default databases should consist of at least FY databases, Base, Sec and State database.
There are a few different methods for backing up your SQL database.
y SQL Backup Function: The Microsoft SQL Server 2008 R2 Management Studio has built-in backup tools
that can cause SQL to dump the EnerGov database to a backup file in the SQL default backup folder while
the SQL services are running. This location is:
y
y
Page 65
6
Other Directories in EnerGov
Even though program files and run times can be replaced by Tyler, Tyler strongly recommends that you back up
the entire C:\Web and/or C:\iVisions folder be backed up on the web server.
Watching for Signs of Failure
Monitor your backup status every morning. If there is a noticeable problem, such as an error light blinking on your
tape drive, a tape being ejected without your knowledge, or an error message displaying about your backup,
please contact us or your IT staff so that the problem can be resolved quickly.
Accepting Responsibility
Having good backups of EnerGov data is your responsibility. However, Tyler Technologies offers additional services
that can help monitor your local backups, transmit your data to off-site locations, and even provide access to your
EnerGov software and data over the Internet in case of disaster or serious equipment failure at your site.
Disaster Recovery
In case of system failure due to unforeseen disaster, Tyler recommends that you have a Business Continuity Plan,
which should include a disaster recovery service. Tyler offers a disaster recovery service for an additional fee. If
you haven’t already purchased this plan, contact Technical Services or Sales at 1-888-654-3293 for more
information.
Page 66
Section 7.0 - Pricing
Tyler LGD Investment Summary Notes
The following price quote is based on information provided by the City of La Quinta. In addition, it
includes LGD License Fees, Services, Project Management, Conversion, and estimated Travel and
Expense costs.
Conversion prices may vary depending on cooperation of previous vendor and/or the complexity of
converting the data. Travel expenses are estimated, however, actual expenses will be billable. The
license fees listed in this Cost Summary do not include any tax or other governmental impositions
including, without limitation, sales, use, or excise tax. All applicable sales tax, use tax, or excise tax shall
be paid by client and shall be paid over to the proper authorities by client or reimbursed by client to
Tyler Technology on demand in the event that Tyler Technology is responsible or demand is made on
Tyler Technology for the payment thereof. If tax-exempt, client must provide Tyler Technology with
client's tax-exempt number or form.
Tyler’s Subscription Option
As an alternative, the LGD product line of software solutions is available to you on a subscription basis,
reducing up-front computer hardware costs and eliminating the need for dedicated IT staff. LGD
Subscription provides full functionality without the burden of hosting, maintaining, or upgrading
software or hardware. It is easy to implement and you pay a predictable annual fee based on the
number of users.
Subscription Advantages:
x Eliminates upfront license fees
x Includes Tyler Online Training and Disaster Recovery
x Simplified Remote Access
x Reduced hardware infrastructure
x Reduced impact on IT staff
x Fixed costs
x Includes single, per-user fee (covers all purchased LGD suites)
Escrow-Source Code
Tyler has established a relationship with a third party escrow company, Iron Mountain Escrow Services,
who can store, maintain, and update the LGD source code. Under specific conditions or triggers spelled
out in the source-code agreement, the escrow company can provide the LGD source-code directly to the
City of La Quinta. The cost for this optional service is a $750 fee, plus $750 annual maintenance.
Clients have the ability to enroll in this program at any time (This is an optional service and is not
included in our Investment Summary.)
Page 67
Proposal for Permitting System Software
and Implementation Services
Local Government Division
Presented to:Mr. Chris Escobedo
Assistant to City Manager
City of La Quinta
78495 Calle Tampico
La Quinta, California, 92253
(760) 777-7010
cescobedo@la-Quinta.org
Proposal date:June 21, 2013
Submitted by:Michael Smith
Account Executive
(800) 256-4611
Mike.Smith@tylertech.com
Tyler Technologies
Local Government Division
5519 53rd Street
Lubbock, Texas 79414
Page 68
Investment Summary
Mr. Chris Escobedo
City of La Quinta
Cost Breakdown Proposal Valid for 120 days
Software Cost Annual Fees
License Fees 85,150 21,288
85,150 21,288
Tyler On-Demand Cost Annual Fees
Tyler Online Training Center 675
- 675
Professional Services Cost
Implementation Services 102,500
Professional Services 24,500
Data & Conversion Assistance Fees 17,796
144,796
Project Total 229,946 21,963
Estimated Travel Expenses 49,268
Note: Travel Expenses are billed as incurred based on Federal IRS per diem standards.
June 21, 2013
Page 69
Software Licenses
Mr. Chris Escobedo
City of La Quinta
Application Software QTY License Fee
License Fee by
Suite Annual Fee
Permitting & Land Management (PLM) Suite 1 27,100 6,775
Permitting & Inspections 1 15,500
Object Management 1 5,000
E-Reviews Server 1 6,600Financial Consulting Services
Licensing & Regulatory Management (LRM) Suite 1 25,500 6,375
License Management 1 12,500
Tax Remittance Management 6,500
Rental Property & Landlord Licensing 6,500
System Extensions 1 32,550 8,138
Customer Portal 1
Permitting 1 6,600
Licenses 1 6,050
EnerGov Social Integration 1 3,500
EnerGov GIS Servier 1 9,900
iG Workforce Server 1 3,500
iG Workforce iPad Apps ($250.00 Each)12 3,000
Incode Application Subtotal 85,150 85,150 21,288
Application and System Software Total 85,150 85,150 21,288
June 21, 2013
Page 70
Professional Services
Mr. Chris Escobedo
City of La Quinta
Application Professional Services Summary
Implementation Services
Permitting & Land Management Suite 360 45,000
Licensing & Regulatory Management Suite 164 20,500
System Extensions 296 37,000
Conversion Services
Permitting & Land Management Suite 32 11,864
Licensing & Regulatory Management Suite 16 5,932
INCODE Professional Services
Business Process Review 40 5,000
Project Management 12,000
Final Implementation Services 60 7,500
Professional Services Total 968 144,796
Implementation Services Breakdown QTY
Estimated
Hours
Estimated
Services
Permitting & Land Management (PLM) Suite
Permitting & Inspections 1 280 35,000
Object Management 1 40 5,000
E-Reviews Server 1 40 5,000
Permitting & Land Management (PLM) Suite Subtotal 360 45,000
Licensing & Regulatory Management (LRM) Suite
License Management 1 100 12,500
Tax Remittance Management 1 24 3,000
Rental Property & Landlord Licensing 1 40 5,000
Licensing & Regulatory Management (LRM) Suite Subtotal 164 20,500
System Extensions
Customer Portal 1 40 5,000
Permitting 1 40 5,000
Licenses 1 40 5,000
EnerGov Social Integration 1 40 5,000
EnerGov GIS Servier 1 40 5,000
iG Workforce Server 1 40 5,000
iG Workforce iPad Apps ($250.00 Each) 12 56 7,000
System Extensions Subtotal 296 37,000
Professional Services
Professional Services
Business Process Review 40 5,000
Project Management 12,000
Final Implementation 60 7,500
Professional Services Subtotal 100 24,500
June 21, 2013
Estimated Hours Estimated Services
Page 71
Optional Software Licenses & Services
Mr. Chris Escobedo
City of La Quinta
Application Software QTY License Fee
Estimated
Services
Annual
Maintenance
Permitting & Land Management (PLM) Suite 1 1,625
Impact Case Management 6,500 6,000
Licensing & Regulatory Management (LRM) Suite 1 3,625
Code Enforcement 8,000 15,000
Exam Management 6,500 3,000
EnerGov Application Subtotal 21,000 24,000 5,250
Application Software Total 21,000 24,000 5,250
June 21, 2013
Page 72
Professional Services
Mr. Chris Escobedo
City of La Quinta
Conversion Services QTY
Conversion
Programming Fee
Estimated
Hours
Estimated
Services
Conversion
Services
Permitting & Land Management Applications
Building Permits
Permits Master (includes contacts & properties) 3,932 16 2,000 5,932
Inspections 3,932 16 2,000 5,932
Licensing & Regulatory Applications
Licenses
Master (includes contacts & properties) 3,932 16 2,000 5,932
Conversion Services Subtotal 11,796 48 6,000 17,796
Conversion Services Total 11,796 48 6,000 17,796
Note:
Conversion consists of current year plus 2 years history.
June 21, 2013
Page 73
Tyler OnDemand - Tyler Online Training Center
Mr. Chris Escobedo
City of La Quinta
Service Annual Fee
Tyler OnDemand - Tyler Online Training Center
Tyler Online Training Center 675
- Open for ALL Employees during subscription period
- Unlimited Access to Live Webinars and Archived Webinars
- Unlimited Access to Self Study Courses
- Available 24/7
- Live Webinars conducted monthly with an estimated 60 webinars annually
- Over 45 Online Self Study Courses
- General business knowledge and Microsoft Office software based courses
- Courses cover a variety of topics that span the entire suite of EnerGov applications
o Permitting & Land Management
o Licensing & Regulatory
- New Webinars and Self Study Courses added throughout the year
Tyler Online Training Center Total 675
Tyler Technologies, Inc. is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing
professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual
courses for CPE credit. Complaints regarding registered sponsors may be addressed to the National Registry of CPE Sponsors, 150 Fourth
Avenue North, Suite 700, Nashville, TN, 37219-2417. Web site: www.nasba.org
June 21, 2013
Page 74
Section 8.0 – Additional Information
Please see the Tyler Technologies standard Terms and Conditions contract in this section of this RFP
Response. Tyler Technologies is willing to negotiate contract terms to suit both parties upon award of
contract.
City of La Quinta Request for Proposals:
Finance, Payroll, and Human Resource System and Implementation Services
Tyler’s contract negotiation philosophy is to balance the rights and responsibilities of both Tyler and the
City, taking into account issues of special importance to each party. The following exceptions are based
on our standard contract. We reserve the right to negotiate any and all terms to the mutual satisfaction
of the parties.
Tyler Personnel (Implementation Approach and Work Plan, Section 6.2): Tyler will provide information
on Tyler personnel likely to be assigned to the City’s project. We are unable to assign personnel to a
project until Tyler is selected and a contract is signed, in an effort to most effectively use resources.
Estimated Services and Expenses (Pricing, Section 6.2.10): Tyler’s Proposal contains estimates of the
amount of services and associated expenses needed, based on the size and scope of the City’s project.
The actual amount of services and expenses depends on such factors as the City’s level of involvement
in the project and the speed of knowledge transfer. If required, Tyler will provide a not-to-exceed quote
once the scope of services has been finalized.
Consultant Travel (Pricing, Section 6.2.10): Copies of receipts shall be provided on an exception basis at
no charge. Should all receipts for non per diem expenses be requested, an administrative fee shall be
incurred. Receipts for mileage and miscellaneous items less than twenty-five dollars ($25) are not
available.
Professional Services Rate Price Sheet (Pricing, Section 6.2.10): Tyler will hold rates for additional
services in place for a mutually agreed period of time.
Assignment (Assignment and Subcontracting, Section 8.9; Prohibition Against Subcontracting or
Assignment, Professional Services Agreement Section 4.3): Neither party may assign the contract
without the prior written consent of the other party, except that Tyler may, without the prior written
consent of the City, assign the contract in its entirety to the surviving entity of any merger or
consolidation or to any purchaser of substantially all of Tyler’s assets.
Right to Refuse Personnel (Section 8.10): Because Tyler assigns personnel based on experience and
availability, Tyler cannot allow the City to interview personnel.
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In the event Tyler personnel provide services deemed unsatisfactory by the City, Tyler will be given an
opportunity to correct the deficiency. In the event the deficiency persists, the City may require the
removal of personnel in question.
Ownership (Disclosure of Proposal Contents, Section 8.17; Ownership of Documents, Professional
Services Agreement Section 7.3; Release of Documents, Professional Services Agreement Section 7.4):
Tyler shall retain ownership of all (i) software products licensed to the City; and (ii) proprietary
information contained in all deliverables, including Tyler’s Proposal.
Contract Documents (RFP and Proposal Incorporated into Final Contract, Section 8.20): Tyler is willing to
include the RFP and Proposal in the final, mutually agreed contract, provided an appropriate order of
precedence clause is included in the contract.
Warranty (Section 8.23): A “Defect” is defined as a failure of the Tyler software to substantially conform
to the then-current specifications and the functional descriptions of the Tyler software in Tyler's
Proposal. In the event of conflict between the afore-mentioned documents, the then-current
specifications will control. For as long as a current Maintenance Agreement is in place, Tyler warrants
that the Tyler software will not contain Defects. If the Tyler software does not perform as warranted,
Tyler will use reasonable efforts, consistent with industry standards, to cure the Defect in accordance
with Tyler’s then-current support call process.
Professional Services Agreement: Tyler prefers to use the standard Tyler contract as the basis for
beginning contract negotiations. Tyler recognizes that there may be clauses of particular importance to
the City that are not included in the Tyler contract. Tyler is amenable to accommodating the City’s
contract requests by incorporating mutually agreed clauses into the contract.
Compliance with Law (Professional Services Agreement Section 1.2): Tyler reserves the right to review
local laws for compliance purposes.
Indemnification (Care of Work and Standard of Work, Professional Services Agreement Section 1.5;
Indemnification, Professional Services Agreement Section 6.0): Tyler shall indemnify and hold harmless
the City from and against any and all direct claims, losses, liabilities, damages, costs and expenses
(including reasonable attorney's fees and costs) for personal injury or property damage arising from
Tyler's negligence or willful misconduct.
Method of Billing (Professional Services Agreement Section 2.3): Tyler invoices do not contain a
certification by a principal Tyler member specifying that the payment requested is for work performed
in accordance with the terms of the agreement.
Time of Essence (Professional Services Agreement Section 3.1): Tyler does not agree to “Time being
made of the essence”, however, Tyler will begin and perform services in accordance with the mutually
agreed upon implementation plan schedule.
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Representative of Consultant (Professional Services Agreement Section 4.1): Tyler will make
commercially reasonable efforts not to remove Tyler personnel during the City’s implementation
without the City’s prior written consent.
Insurance (Professional Services Agreement Section 5.0): Whether or not Tyler’s insurance is primary
depends on the circumstances of the claim.
Tyler’s Insurance Agent uses a standard Acord Form which states “Should any of the above described
policies be cancelled before the expiration date thereof, notice will be delivered in accordance with the
policy provisions.”
Tyler is opposed to the City procuring insurance on Tyler’s behalf.
Tyler’s insurance agent will provide the applicable endorsement on its standard form.
Because subrogation rights are personal to the insurance carrier and arise by operation of law, Tyler is
not in a position to waive subrogation on behalf of the carrier. Whether a right of subrogation exists
and is properly pursued by the carrier is dependent upon the nature of claim and ensures that
responsible parties for damage or injury are appropriately accountable.
Tyler reserves the right to reject a request from the City to modify the insurance coverage types and/or
limits.
Tyler is opposed to reducing or eliminating its insurance deductible(s), as Tyler’s insurance coverage is
determined by Tyler’s corporate office as part of Tyler’s business plan. Tyler is well positioned
financially to carry its deductible(s).
Reports (Professional Services Agreement Section 7.1): Tyler will provide the City with its standard
implementation reports.
Records (Professional Services Agreement Section 7.2): The City may audit Tyler’s books and records
relating directly to the contract once per year on one week advance written notice, at the City’s
expense.
Disputes (Professional Services Agreement Section 8.2): Tyler will continue performing during a dispute
unless the nature of the dispute dictates otherwise.
Retention of Funds (Professional Services Agreement Section 8.3): The City may withhold only the
amount actually in dispute.
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Termination Prior to Expiration of Term (Professional Services Agreement Section 8.7): Tyler is opposed
to termination for convenience, due to the significant amount of non-billable time expended by Tyler.
Termination for Default of Consultant (Professional Services Agreement Section 8.8): The City may
terminate the contract for cause in the event Tyler fails to cure a material breach within thirty days of
receiving notice from the City. The City will make payment to Tyler for all undisputed products, services
and expenses delivered or incurred prior to the date Tyler received the City’s termination notice.
Payment for disputed products, services and expenses, and the City’s remedies, will be determined
through the mutually agreed dispute resolution process.
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AGREEMENT Contract ID# 2013-0000
This agreement (“Agreement”) is made this day of 2013 (“Effective Date”) by and
between Tyler Technologies, Inc., a Delaware corporation with offices at 5519 53rd Street, Lubbock, Texas 79414
(“Tyler”) and [INSERT CLIENT NAME], with offices at [INSERT CLIENT ADDRESS] (“Client”).
WHEREAS Client selected Tyler to furnish, deliver, install and implement the products set forth in the investment
summary attached hereto as Exhibit 1 (“Investment Summary”);
NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and promises set forth herein,
Tyler and Client agree that Tyler shall provide products and services, and Client shall pay prices, as set forth in this
Agreement.
SECTION A – SOFTWARE LICENSE AGREEMENT
1. License Grant.
a) Upon the Effective Date, Tyler hereby grants to Client a non-exclusive, non-transferable, royalty-free, revocable
license to use the Tyler software products set forth in the investment summary attached hereto as Exhibit 1
(“Investment Summary”) and related interfaces (collectively, the “Tyler Software Products”) and documentation
provided in or with the Tyler Software Products (“Documentation”) for Client's internal business purposes only and
otherwise subject to the terms and conditions of this Agreement. This license is revocable by Tyler if Client fails to
comply with the terms and conditions of this Agreement, including without limitation, Client's failure to timely pay
the Software fees in full. Upon Client's payment in full for the Tyler Software Products, this license will become
irrevocable, subject to the restrictions on use and other terms set forth in this Agreement.
b) Tyler shall retain ownership of, including all intellectual property rights in and to, the Tyler Software Products
and Documentation.
c) The Tyler Software Products are not licensed to perform functions or processing for subdivisions or entities that
were not disclosed to Tyler prior to the Effective Date.
d) The right to transfer the Tyler Software Products to a replacement hardware system is included in this
Agreement. Client shall pay Tyler for the cost of new media or any required technical assistance to accommodate
the transfer. Client shall provide advance written notice to Tyler of any such transfer.
e) Client acknowledges and agrees that the Tyler Software Products and Documentation are proprietary to Tyler
and have been developed as trade secrets at Tyler's expense. Client shall use best efforts to keep the Tyler Software
Products and Documentation confidential and to prevent any misuse, unauthorized use or unauthorized disclosure
of the Tyler Software Products or Documentation by any party.
f) The Tyler Software Products may not be modified by anyone other than Tyler. If Client modifies the Tyler
Software Products without Tyler's prior written consent, Tyler's obligations to provide maintenance services on, and
the warranty for, the Tyler Software Products will be void. Client shall not perform decompilation, disassembly,
translation or other reverse engineering on the Tyler Software Products.
g) Client may make copies of the Tyler Software Products for archive purposes only. Client shall repeat any and all
proprietary notices on any copy of the Tyler Software Products. Client may make copies of the Documentation for
internal use only.
h) Tyler maintains an escrow agreement with an escrow services company under which Tyler places the source
code of each major release of the Tyler Software Products. At Client's request, Tyler will add Client as a
beneficiary to such escrow agreement. Client will pay the annual beneficiary fee and is solely responsible for
maintaining its status as a beneficiary.
2. Limited Warranty. For the purposes of this Agreement, a “Defect” is defined as a failure of the Tyler Software
Products to substantially conform to the then-current specifications and the functional descriptions of the Tyler
Software Products in Tyler's written proposal to Client. In the event of conflict between the afore-mentioned
documents, the then-current specifications will control. A Tyler Software Product is “Defective” if it contains a
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Defect. For as long as a current Maintenance Agreement is in place, Tyler warrants that the Tyler Software
Products will not contain Defects. If the Tyler Software Products do not perform as warranted, Tyler will use
reasonable efforts, consistent with industry standards, to cure the Defect in accordance with Tyler’s then-current
support call process.
3. Intellectual Property Infringement Indemnification.
a) Tyler’s Obligations. Tyler shall defend and indemnify Client against any claim by an unaffiliated third party of
this Agreement that a Tyler Software Product, if used within the scope of this Agreement, directly infringes that
party's registered United States patent, copyright or trademark issued and existing as of the Effective Date or as of
the distribution date of a release to the Tyler Software Product, and will pay the amount of any resulting adverse
final judgment issued by a court of competent jurisdiction or of any settlement made by Tyler in writing.
b) Client’s Obligations. Tyler obligations in this section are contingent on the Client performing all of the
following in connection with any claim as described herein:
i. Promptly notifies Tyler in writing of any such claim;
ii. Gives Tyler reasonable cooperation, information, and assistance in connection with the claim; and
iii. Consents to Tyler's sole control and authority with respect to the defense, settlement or compromise of
the claim.
c) Exceptions to Tyler’s Obligations. Tyler will have no liability hereunder if the claim of infringement or an
adverse final judgment rendered by a court of competent jurisdiction results from:
i. Client's use of a previous version of a Tyler Software Product and the claim would have been avoided
had Client used the current version of the Tyler Software Product;
ii. Client's combining the Tyler Software Product with devices or products not provided by Tyler;
iii. Use of a Tyler Software Product in applications, business environments or processes for which the Tyler
Software Product was not designed or contemplated, and where use of the Tyler Software Product outside
such application, environment or business process would not have given rise to the claim;
iv. Corrections, modifications, alterations or enhancements that Client made to the Tyler Software Product
and such correction, modification, alteration or enhancement is determined by a court of competent
jurisdiction to be a contributing cause of the infringement;
v. Use of the Tyler Software Product by any person or entity other than Client or Client's employees; or
vi. Client's willful infringement, including Client’s continued use of the infringing Tyler Software Product
after Client becomes aware that such infringing Tyler Software Product is or is likely to become the subject
of a claim hereunder.
d) Remedy.
i. In the event a Tyler Software Product is, by a court of competent jurisdiction, finally determined to be
infringing and its use by Client is enjoined, Tyler will, at its election:
(a) Procure for Client the right to continue using the infringing Tyler Software Products; or
(b) Modify or replace the infringing Tyler Software Products so that it becomes non-infringing.
ii. The foregoing states Tyler's entire liability and Client's sole and exclusive remedy with respect to the
subject matter hereof.
SECTION B – PROFESSIONAL SERVICES AGREEMENT
1. Expenses. Expenses shall be billed in accordance with the then-current Tyler Business Travel Policy, based on
Tyler's usual and customary practices, plus a 10% travel agent processing fee. The current Tyler Business Travel
Policy is attached hereto as Exhibit 2. Copies of receipts shall be provided on an exception basis at no charge.
Should all receipts for non per diem expenses be requested, an administrative fee shall be incurred. Receipts for
mileage and miscellaneous items less than twenty-five dollars ($25) are not available.
2. Cancellation of Services. In the event Client cancels services less than two (2) weeks in advance, Client is liable
to Tyler for (i) all non-refundable expenses incurred by Tyler on Client's behalf; and (ii) hourly fees associated with
the canceled services if Tyler is unable to re-assign its personnel.
3. Additional Services.
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a) The Investment Summary contains a good faith estimate of service fees and travel expenses. Training and/or
consulting services utilized in excess of those set forth in the Investment Summary and additional related services
not set forth in the Investment Summary will be billed at Tyler's then-current rates, plus travel expenses incurred in
accordance with Section B(1).
b) Programming and/or interface quotes are estimates based on Tyler’s understanding of the specifications supplied
by Client. In the event Client requires additional work performed above the specifications provided, Tyler will
submit to Client an amendment containing an estimate of the charges for the additional work. Client will have
thirty (30) calendar days from the date the estimate is provided to approve the amendment.
SECTION C – MAINTENANCE AGREEMENT
1. Maintenance Services.
a) This Maintenance Agreement is effective on the earlier of (i) ninety (90) days after use of a Tyler Software
Product in live production, or (ii) one hundred eighty (180) days from the date Tyler made the Tyler Software
Products available to Client for downloading; and will remain in force for an initial one (1) year term, which will
renew automatically for additional one (1) year terms unless terminated in writing by either party at least fifteen
(15) days prior to the end of the then-current term. Fees for subsequent years are subject to change.
b) Maintenance Services Terms, Conditions, Limitations and Exclusions.
i) For as long as a current Maintenance Agreement is in place, Tyler shall, in a professional, good and
workmanlike manner, perform its obligations in accordance with Tyler’s then current support call process
in order to conform the Tyler Software Products to the applicable warranty under this Agreement. If Client
modifies the Tyler Software Products without Tyler's prior written consent, Tyler's obligations to provide
maintenance services on and warrant the Tyler Software Products shall be void. Tyler reserves the right to
suspend maintenance services if Client fails to pay undisputed maintenance fees within sixty (60) calendar
days of the due date. Tyler will reinstate maintenance services upon Client's payment of the overdue
maintenance fees.
ii) For as long as a current Maintenance Agreement is in place Tyler shall provide Client with all releases
Tyler makes to the Tyler Software Products that Tyler makes generally available without additional charge
to customers possessing a current Tyler annual Maintenance Agreement. Third Party Products; and
installation, consulting and training services related to the new releases will be provided to Client at Tyler’s
then-current rates. Client acknowledges and agrees that a new release of the Tyler Software Products is for
implementation in the Tyler Software Products as they exist without Client customization or modification.
Tyler shall support prior releases of the Tyler Software Products in accordance with Tyler’s then-current
release life cycle policy.
iii) Maintenance fees do not include installation or implementation of the Tyler Software Products, onsite
support (unless Tyler cannot remotely correct a defect in a Tyler Software Product), application design,
other consulting services, support of an operating system or hardware, and support outside Tyler's normal
business hours.
c) Client Responsibilities.
i) Client shall provide, at no charge to Tyler, full and free access to the Tyler Software Products; working
space; adequate facilities within a reasonable distance from the equipment; and use of machines,
attachments, features, or other equipment necessary to provide maintenance services set forth herein.
ii) Tyler currently utilizes “Go To Assist” as a secure commercial PC to PC remote connectivity tool to
provide remote maintenance services. Client shall maintain for the duration of the Agreement a high-speed
Internet connection capable of connecting to Client's PC's and server. As a secondary connectivity tool to
the Tyler Servers, Tyler will install a third party secure unattended remote connectivity program which is
currently Bomgar. Client will need to provide Tyler a login account with local administrative privileges to
the Tyler Servers. Tyler requires that Client also maintain an alternate remote connectivity method
(including VPN, if necessary) for backup connectivity purposes. Tyler, at its option, will use the
connections to assist with problem diagnosis and resolution.
SECTION D – THIRD PARTY PRODUCT AGREEMENT
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1. Agreement to License or Sell Third Party Products.
a) For the price set forth in the Investment Summary, Tyler agrees to license or sell and deliver to Client, and Client
agrees to accept from Tyler the hardware (“Hardware”) and third party software (“Third Party Software”) set forth
in the Investment Summary (collectively, the “Third Party Products”).
b) Third Party Product Warranties. Client acknowledges and agrees that Tyler is not the manufacturer of the Third
Party Products. As such, Tyler does not warrant or guarantee the Third Party Products. Tyler hereby grants and
passes through to Client any warranty adjustments that Tyler may receive from the developer, manufacturer or
supplier of the Third Party Products (“Developer”).
c) Third Party Software Maintenance.
i) In the event Client elects not to purchase through Tyler maintenance services on the Third Party
Software, it shall be the responsibility of Client to repair and maintain the Third Party Software and
purchase enhancements as necessary after installation.
ii) In the event Client elects to purchase through Tyler maintenance services on the Third Party Software,
Tyler will facilitate resolution of a defect in Third Party Software with the Developer.
iii) In the event the Developer charges a fee for future Third Party Software release(s), Client shall be
required to pay such fee.
SECTION E – GENERAL TERMS AND CONDITIONS
1. Taxes. The fees set forth in the Investment Summary do not include any taxes, including, without limitation,
sales, use or excise tax. All applicable taxes shall be paid by Tyler to the proper authorities and shall be reimbursed
by Client to Tyler. In the event Client possesses a valid direct-pay permit, Client will forward such permit to Tyler
on the Effective Date, in accordance with Section E(21). In such event, Client will be responsible for remitting all
applicable taxes to the proper authorities. If tax-exempt, Client will provide Tyler with Client's tax-exempt
certificate.
2. Force Majeure; Client Assistance. “Force Majeure” is defined as an event beyond the reasonable control of a
party, including governmental action, war, riot or civil commotion, fire, natural disaster, labor disputes, restraints
affecting shipping or credit, delay of carriers, inadequate supply of suitable materials or any other cause which
could not with reasonable diligence be foreseen, controlled or prevented by the party. Neither party shall be liable
for delays in performing its obligations under this Agreement to the extent that the delay is caused by Force
Majeure.
Force Majeure will not be allowed unless:
a) Within ten (10) business days of the occurrence of Force Majeure, the party whose performance is delayed
thereby provides the other party or parties with written notice explaining the cause and extent thereof, as well as a
request for a time extension equal to the estimated duration of the Force Majeure events.
b) Within ten (10) business days after the cessation of the Force Majeure event, the party whose performance was
delayed provides the other party written notice of the time at which Force Majeure ceased and a complete
explanation of all pertinent events pertaining to the entire Force Majeure situation.
Either party will have the right to terminate this Agreement if Force Majeure suspends performance of scheduled
tasks by one or more parties for a period of one hundred-twenty (120) or more days from the scheduled date of the
task. This paragraph will not relieve Client of its responsibility to pay for services and goods provided to Client
and expenses incurred on behalf of Client prior to the effective date of termination.
In addition, Client acknowledges that the implementation of the Tyler Software Products is a cooperative process
requiring the time and resources of Client personnel. Client shall, and shall cause Client personnel to, use all
reasonable efforts to cooperate with and assist Tyler as may be reasonably required to meet the project deadlines
and other milestones agreed to by the parties for implementation. Tyler shall not be liable for failure to meet such
deadlines and milestones when such failure is due to Force Majeure (as defined above) or to the failure by Client
personnel to provide such cooperation and assistance (either through action or omission).
3. Indemnification.
a) Tyler shall indemnify and hold harmless Client and its agents, officials and employees from and against any and
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all direct claims, losses, liabilities, damages, costs and expenses (including reasonable attorney's fees and costs) for
personal injury or property damage arising from Tyler's negligence or willful misconduct.
b) Client shall indemnify and hold harmless Tyler and its agents, officials and employees from and against any and
all direct claims, losses, liabilities, damages, costs and expenses (including reasonable attorney's fees and costs) for
personal injury or property damage arising from Client's negligence or willful misconduct.
4. Limitation of Liability. In no event shall Tyler be liable for special, indirect, incidental, consequential, or
exemplary damages, including, without limitation, any damages resulting from loss of use, loss of data, interruption
of business activities, or failure to realize savings arising out of or in connection with the use of the Tyler Software
Products, Services, or Third Party Products. Tyler's liability for damages and expenses arising from the Tyler
Software Products or Services, whether based on a theory of contract or tort, including negligence and strict
liability, shall be limited to the Fees set forth in the Investment Summary related to the defective product or service.
Tyler's liability for damages and expenses arising from the Third Party Products, whether based on a theory of
contract or tort, including negligence and strict liability, shall be limited to the license fee/purchase price of the
Third Party Products. Such fees reflect and are set in reliance upon this limitation of liability.
5. Disclaimer. THE RIGHTS, REMEDIES, AND WARRANTIES SET FORTH IN THIS AGREEMENT ARE
EXCLUSIVE AND IN LIEU OF ALL OTHER RIGHTS, REMEDIES, AND WARRANTIES EXPRESSED,
IMPLIED, OR STATUTORY, INCLUDING, WITHOUT LIMITATION, THE WARRANTIES OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND SYSTEM INTEGRATION, WHICH
ARE HEREBY DISCLAIMED BY TYLER.
6. Dispute Resolution. The parties agree to notify each other within fifteen (15) business days of becoming aware
of a dispute under this Agreement (“Dispute Notice Date”).
The parties further agree that, before resorting to any formal dispute resolution process, they will first engage in
good faith negotiations in an effort to find a solution that serves their respective and mutual interests. Party
principals agree to participate directly in these negotiations. Unless otherwise agreed in writing, the parties shall
have fifteen (15) business days from the Dispute Notice Date to begin these negotiations, and thirty (30) days from
the Dispute Notice Date to complete these negotiations. All such negotiations will be deemed confidential
settlement discussions not subject to disclosure under Federal Rule of Civil Procedure 408 and/or any similar
applicable state rule.
In the event the parties fail to resolve the dispute as set forth above, the dispute will be referred to non-binding
mediation. Thereafter, either party may assert its other rights and remedies under this Agreement within a court of
competent jurisdiction.
Nothing in this Article will prevent a party from applying to a federal or state court of competent jurisdiction to
obtain injunctive relief pending resolution of the dispute through the dispute resolution procedures set forth herein.
7. No Intended Third Party Beneficiaries. This Agreement is entered into solely for the benefit of Tyler and Client.
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.
8. Governing Law. This Agreement will be governed by and construed in accordance with the laws of Client's state
of domicile.
9. Severability. If any term or provision of this Agreement or the application thereof, to any extent, be held invalid
or unenforceable, the remainder of this Agreement or the application of such term or provision to persons or
circumstances other than those as to which it is held invalid or unenforceable will not be affected thereby, and each
term and provision of this Agreement will be valid and enforced to the fullest extent permitted by law.
10. No Waiver. In the event that the terms and conditions of this Agreement are not strictly enforced by Tyler or
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Client, such non-enforcement shall not act as or be deemed to act as a waiver or modification of this Agreement,
nor shall such non-enforcement prevent Tyler or Client from enforcing each and every term of this Agreement
thereafter.
11. Amendment. This Agreement may only be modified by written amendment signed by authorized
representatives of both parties.
12. Termination.
a) Termination for Cause. Client may terminate this Agreement for cause in the event Tyler does not cure a
material breach of this Agreement within thirty (30) days of receiving notice of such breach from Client. Upon
such termination, Client shall pay Tyler for all services and expenses not in dispute and non-Defective Tyler
Software Products which were delivered or incurred prior to the date Tyler received Client's notice of termination.
Payment for services and expenses in dispute will be determined in accordance with the dispute resolution process.
b) Termination for Non-appropriation. If Client should not appropriate or otherwise make available funds
sufficient to purchase, lease, operate or maintain the products set forth in this Agreement, or other means of
performing the same functions of such products, Client may unilaterally terminate this Agreement only upon thirty
(30) days written notice to Tyler. Upon termination, Client shall remit payment for all products and services
delivered to Client and all expenses incurred by Tyler prior to Tyler's receipt of the termination notice. Client will
not be entitled to a refund or offset of previously paid license and other fees.
13. No Assignment. Client may not assign its rights and responsibilities under this Agreement without Tyler's prior
written permission, not to be unreasonably withheld.
14. Successors and Assigns. This Agreement shall inure to the benefit of and be binding on the parties hereto and
their permitted successors and assigns.
15. 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. Each party agrees that it shall not disclose any confidential
information of the other party and further agrees to take 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 for a period of two (2) years. This obligation of confidentiality will not apply to information that:
a) At the time of the disclosure is in the public domain;
b) After disclosure, becomes part of the public domain by publication or otherwise, except by breach of this
Agreement by a party;
c) A party can establish by reasonable proof was in that party's possession at the time of disclosure;
d) A party receives from a third party who has a right to disclose it to that party; or
e) Is subject to Freedom of Information Act requests, only to the extent disclosure is based on the good faith written
opinion of the receiving party's legal counsel that disclosure is required by law: provided, however, that that
receiving party shall give prompt notice of the service of process or other documentation that underlies such
requirement and use its best efforts to assist the disclosing party if the disclosing party wishes to obtain a protective
order or otherwise protect the confidentiality of such confidential information. The disclosing party reserves the
right to obtain protective order or otherwise protect the confidentiality of its confidential information.
16. Shipping. Delivery shall be F.O.B. shipping point.
17. Payment Terms.
a) Tyler shall invoice Client $X upon the Effective Date. Such amount equals 25% of the license fees for the Tyler
Software Products.
b) Tyler shall invoice Client $X when Tyler has made the Tyler Software Products available to Client for
downloading. Such amount equals 60% of the license fees for the Tyler Software Products.
c) Tyler shall invoice Client the Third Party Software license fees of $X and the year 1 Third Party Software
maintenance fees of $X upon delivery of such Third Party Software.
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d) Tyler shall invoice Client the Hardware fees of $X and the year 1 Hardware maintenance fees of $X upon
delivery of such Hardware.
e) Tyler shall invoice Client $X upon the earlier of (i) the first use of a Tyler Software Product in live production,
or (ii) one hundred eighty (180) days from the date Tyler made the Tyler Software Products available to Client for
downloading. Such amount equals 15% of the license fees for the Tyler Software Products.
f) Tyler shall invoice Client fees for services, plus expenses, if and as provided/incurred.
g) Tyler shall invoice a 50% deposit for modifications upon delivery of specifications and 50% upon delivery of
modification. Tyler will perform a modification upon receipt of written notice to proceed from Client. Client will
have thirty (30) days from delivery of a modification to test such modification. In the event Client does not report
an issue with such modification to Tyler within such thirty (30) day period, the modification will be deemed in
compliance with the specifications.
h) Prices do not include travel expenses incurred in accordance with Tyler’s then-current Business Travel Policy.
i) Payment is due within thirty (30) days of the invoice date.
j) Maintenance fees are waived through the earlier of (i) ninety (90) days after use of a Tyler Software Product in
live production, or (ii) one hundred eighty (180) days from the date Tyler made the Tyler Software Products
available to Client for downloading. Subsequent annual Maintenance fees will be due on the anniversary of such
date.
18. Electronic Payment. Tyler prefers to receive payments electronically. Tyler’s electronic payment information
is as follows:
Bank: Wells Fargo Bank, N.A.
420 Montgomery
San Francisco, CA 94104
ABA: 121000248
Account: 4124302472
Beneficiary: Tyler Technologies Inc. – Operating
19. Entire Agreement. This Agreement represents the entire agreement of Client and Tyler with respect to the
subject matter hereof, and supersedes any prior agreements, understandings, and representations, whether written,
oral, expressed, implied, or statutory. Client hereby acknowledges that in entering into this Agreement it did not
rely on any information not explicitly set forth in this Agreement.
20. Multiple Originals and Signatures. This Agreement may be executed in multiple originals, any of which shall
be independently treated as an original document. Any electronic, faxed, scanned, photocopied or similarly
reproduced signature on this Agreement or any amendment hereto shall be deemed an original signature and shall
be fully enforceable as if an original signature.
21. Notices.
a) All notices or communications required or permitted as a part of this Agreement will be in writing (unless
another verifiable medium is expressly authorized) and will be deemed delivered when:
i) Actually received,
ii) Upon receipt by sender of a certified mail, return receipt signed by an employee or agent of the party,
iii) Upon receipt by sender of proof of email delivery, or
iv) If not actually received, ten (10) 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 respective
other party at the address set forth in this Agreement or such other address as the party may have
designated by notice or Agreement amendment to the other party.
b) Consequences to be borne due to failure to receive a notice due to improper notification by the intended
receiving party of a new address will be borne by the intended receiving party. The addresses of the parties to this
Page 85
8
Agreement are as follows:
[INSERT CLIENT NAME] Tyler Technologies, Inc.
[INSERT CLIENT ADDRESS] 5519 53rd Street
[INSERT CLIENT ADDRESS] Lubbock, Texas 79414
[INSERT CLIENT TITLE] Albert Mendoza – Contract Specialist
22. Independent Contractor. This is not an agreement of partnership or employment of Tyler or any of Tyler's
employees by Client. Tyler is an independent contractor for all purposes under this Agreement.
23. Tyler Products and Services. Client may purchase additional Tyler products and services at then-current list
price, pursuant to the terms of this Agreement, by executing a mutually agreed addendum.
IN WITNESS WHEREOF, persons having been duly authorized and empowered enter into this Agreement.
Client: Tyler Technologies, Inc.
By: By:
Name: Name:
Title: Title:
Date: Date:
Page 86
SOFTWARE SOURCE CODE ESCROW AGREEMENT
TERMS AND CONDITIONS
IN CONSIDERATION OF the terms and conditions of the Agreement and other good and valuable consideration, the
parties hereto agree as follows:
ESCROW AGREEMENT.Tyler Technologies agrees to name, _________________________hereinafter CLIENT, as
a beneficiary in accordance with the provisions of the Software Escrow Service Agreement Tyler Technologies maintains
with an independent escrow service.
PRICE. CLIENT agrees to pay an initial start-up fee of $750.00, due upon execution of this agreement. Future annual
payments of $750.00 will be invoiced in the month prior to the renewal date and will be due in full for this agreement to
continue in effect.
SOFTWARE SOURCE CODE COVERED.This Agreement applies to all INCODE Software for which CLIENT has
paid the full agreed upon price of the INCODE Software license. If CLIENT acquires additional INCODE Software in the
future, such software shall also be covered by this Agreement. If CLIENT fails to pay the Escrow fee when due, Tyler
Technologies shall have the right in its sole discretion to suspend its performance or terminate this Agreement.
TERM.This Agreement shall become effective on the date executed by an officer of Tyler Technologies and shall have a
term beginning upon the first of the month following the installation of the INCODE Software and ending upon the last
day of the month one year following that date.
A. This Agreement will automatically renew for subsequent one year terms unless either party gives the other party at
least thirty days prior written notice of its intent not to renew. Fees for subsequent years are subject to change.
PROVISIONS.As a minimum requirement, Tyler Technologies agrees to provide the following service to CLIENT
through an escrow agreement:
A. Tyler Technologies will maintain a software escrow service agreement with an independent escrow service
provider.
B. Tyler Technologies will deposit a current copy of source code for all licensed INCODE software applications
and will update the deposit when a major revision of the software is released.
C. If Tyler Technologies chooses to change the provider of the escrow service, Tyler Technologies will notify
CLIENT of the name and address of the new escrow service provider.
D. The provisions included in the escrow service agreement will include provisions for the beneficiary to receive
access to the INCODE source code when the escrow service provider has received written instruction directly
from Tyler Technologies, Tyler Technology’s trustee in bankruptcy, or a court of competent jurisdiction and
payment to the escrow service provider of the deposit copying and delivery fees, then the escrow service
provider will release a copy of the deposit materials to CLIENT.
ACCEPTED BY: ACCEPTED BY:
Tyler Technologies, Inc.
CLIENT Name
By: By:
Signature Signature
Title Title
Date Date
Page 87
Empowering people who serve the public Empowering people who serve the public Empowering people who serve the public
Empowering people who serve the public Empowering people who serve the public Empowering people who serve the public
Empowering people who serve the public Empowering people who serve the public Empowering people who serve the public
Empowering people who serve the public Empowering people who serve the public Empowering people who serve the publicEmpowering people who serve the public Empowering people who serve the public Empowering people who serve the publicEmpowering people who serve the public Empowering people who serve the public Empowering people who serve the publicOur goal is to create
partnerships that last