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Central Square Community DevelopmentProposal for City of La Quinta, CA Permit Tracking and Licensing Software Services December 11, 2020, 5 p.m. Raul Correa, Account Executive 407-765-0501raul.correa@centralsquare.com Table of Contents SECTION 1. COVER LETTER 1  CentralSquare Background, Qualifications, and Experience 2  (a) Number of years in business 2  (b) Taxpayer identification number 2  (c) Number of years permitting platform has been deployed 2  (e) Firm ownership incorporation date 7  (f) If the firm is a subsidiary of a parent company, identify the parent company 7  Statement of Qualifications 7  (a) Product Description 7  (b) Implementation Approach 34  (c) Process Improvements/Adjustments 52  SECTION 2. CALIFORNIA CLIENT REFERENCES 53  SECTION 3. COMPLETE PRICING LIST 56  SECTION 4. COMPLEMENTARY SERVICES 57  SECTION 5. STAFFING AND PROJECT ORGANIZATION 58  SECTION 6. SUBCONTRACTING SERVICES 63  SECTION 7. DISCLOSURES 64  SECTION 8. ACKNOWLEDGEMENT OF INSURANCE REQUIREMENTS 65  SECTION 9. NON-COLLUSION AFFIDAVIT 66  SECTION 10. ACKNOWLEDGEMENT OF ADDENDA 67  SECTION 11. TERMS AND SAMPLE AGREEMENT 68  Page ii City of La Quinta, CA DISCLAIMER * The Terms and Conditions contained in this proposal will automatically expire 180 days from the date of the proposal unless renewed, extended, or terminated earlier by written notice from CentralSquare Technologies, LLC (“CentralSquare”). * CentralSquare welcomes the opportunity to respond to the City of La Quinta, CA (the “City”) Request for Proposal for a Permit Tracking and Licensing Software Services solution (the “RFP”). The responses to matters identified in the City’s RFP represent CentralSquare’s good faith interpretation of the RFP. Additionally, CentralSquare is providing its’ then-current Solutions Agreement (the “Agreement”) with its proposal response which is aligned with the software industry and addresses many of the contractual matters related to this RFP. As demonstrated by CentralSquare’s extensive client base, through good faith negotiation, CentralSquare has been able to address a wide variety of concerns and mandates set forth by the respective entities. Unless otherwise stated, taxes that may be applicable are not reflected and will need to be paid by the City. Exemptions to pay taxes will need to be provided. This proposal is protected by law and contains proprietary information and trade secrets belonging to CentralSquare. This proposal is furnished and accepted on the express condition that said protected information will not be accessed or used for any purpose other evaluation purposes without prior written consent of CentralSquare. Confidential Information includes any information unique to CentralSquare which would give CentralSquare a competitive advantage. ©2020 All Rights Reserved Page 1 City of La Quinta, CA Section 1. Cover Letter Page 2 City of La Quinta, CA CentralSquare Background, Qualifications, and Experience (a) Number of years in business Response: CentralSquare brings 39 years of public sector experience to each project. (b) Taxpayer identification number Response: 83-1102137 (c) Number of years permitting platform has been deployed Response: Community Development was developed in 1991 and has evolved and grown to provide public sector agencies with the most up-to-date technology available for municipal needs. (d) Resumes Response: The following sample resumes illustrate key members of the Community Development team typically available to assist with implementation and ongoing use. All individuals listed are CentralSquare employees. We assign specific resources after the contract is signed and provide appropriate resumes to the City at that time. Be assured: CentralSquare will work with you to provide continuity as well as qualified resources that meet or exceed your requirements. Page 3 Confidential City of La Quinta, CA Melissa Cogan, PMO Job Duties  Oversees the day-to-day activities of the Project Management Office to ensure projects meet organizational goals, requirements, and standards  Directly manages a team of Project Managers  Provides coaching, direction, and leadership to the project teams on project implementation, requirements, and documentation Experience and Skills  11+ years of client facing implementation experience  Manager of Professional Services, CentralSquare Technologies (January 2019 – Present)  Associate Manager of Professional Services, CentralSquare Technologies (June 2018 – January 2019)  Client Services Manager, MEBS, Inc. (February 2011 - April 2013) Education and Certifications  Associate Degree, Business Administration, Davenport University  14 Fred Pryor Certifications, including Coaching Skills for Managers, Creative Leadership, and Essential Skills for Managers Kathleen Uhl, Project Manager Job Duties  Oversees planning throughout all phases of implementation  Coordinates internal resources  Ensures customer satisfaction Experience and Skills  25 years of software implementation and project management experience  expertise leading Business Process Reviews to optimize clients’ use of software in support of their agency goals Education and Certifications  Master of Education in Instructional Design and Technology – Pennsylvania State University (in progress)  Bachelor of Arts – Pennsylvania State University  Certified in Project Management – University of California Page 4 Confidential City of La Quinta, CA John Harvey, Software Consultant/Trainer Job Duties  Works with clients to clarify software and network requirements, system specifications, and defining project scope  Plans timelines and resources  Assists clients with change management activities  Designs, tests, installs and monitors new systems  Prepares documentation and presents progress reports to clients Experience and Skills  Software Consultant (Central Square Technologies 2019-Present)  Product Support Representative (CentralSquare Technologies 2018- 2019) Education and Certifications  Bachelor of Science, University of South Florida Nikoel Carter, Data Conversion Specialist Job Duties  Manages all data conversion activities including leading data collection meetings to obtain client legacy data and identifying any potential issues  Develops precise data-mapping documents used during the conversion process  Creates stored procedures and data scripts to automate the modification and loading of foreign data into the Community Development database (2010 to Present) Experience and Skills  Data Conversion Specialist – Infor/Hansen Public Sector (2000 to 2010)  Extensive experience providing data conversion, technical training, system analysis, technical consultation, and technical support to various municipal agencies throughout the U.S. Education and Certifications  Associate of Art and Science, Application Development – MTI College of Business and Technology, Sacramento, CA Page 5 Confidential City of La Quinta, CA Dan Haynes, GIS Specialist Job Duties  Provides GIS Services for New and Migrating Client Projects for Community Development Software  Provides GIS Support to All Versions of Community Development  Manages the ESRI Servers for the Community Development Team, GIS, Demo, and Development  Provides training and tools to team members Experience and Skills  17 years with 2 different public agencies. Managed Public Works projects, developed GIS systems from scratch, and implemented and managed Community Development  11 years as Support Manager of Community Development with CRW Systems and Superion  3 years providing GIS Services to our Clients Education and Certifications  Bachelor of Science in Forestry Engineering, University of Washington  ESRI training courses including Python and ARCFMS Syldon Harding, Installer Job Duties  Performs post-sale client work including installations, upgrades, testing, and maintenance on CentralSquare products  Defines client system requirements and specifications, such as hardware, software, site readiness, workflow detail, and networking requirement  Works with customers’ internal resources, and other vendors as required, to implement the solution in a timely fashion  Creates, maintains, and updates project and installation documentation to include files, network, and equipment diagrams, and clients supplied information Experience and Skills  Technical Consultant (CentralSquare Technologies) 2018 – present  IT Service Technician (Siemens) Education and Certifications  Bachelor of Science, Computer Science, Saint Leo University Page 6 Confidential City of La Quinta, CA Esther Coronado, SSRS Specialist (Report Developer) Job Duties  Develops custom SSRS reports to improve functionality for Community Development  Configures SSRS for seamless integration with Community Development  Manages all standard SSRS reports  Provides SSRS training to Community Development clients  Creates financial export routines of data for financial systems Experience and Skills  SSRS Specialist – CentralSquare Technologies (2012 – present)  Client Support Specialist – CRW Systems/CentralSquare Technologies (2010 – 2012)  SW Engineer – Kyocera Wireless Corp. (2002 – 2010)  18 years’ experience in the software industry which includes software resource management, change release management, software quality control, product life cycle, and end user support Education and Certifications  Bachelor of Science, Business Administration Information Systems – San Diego State University Page 7 City of La Quinta, CA (e) Firm ownership incorporation date Response: CentralSquare itself was incorporated in Delaware 1981. In August 2018, four public sector industry leaders – Superion, TriTech Software Systems, including TriTech’s wholly-owned subsidiary, Zuercher Technologies, and the public sector business of Aptean, Inc. and Yaletown Acquiror S.à r.l, (Aptean Public Sector) – merged, resulting in the overarching entity: CentralSquare Technologies, LLC. (f) If the firm is a subsidiary of a parent company, identify the parent company Response: CentralSquare is a privately-held portfolio of two of the largest and most successful private equity firms in the world – Vista Equity Partners and Bain Capital Private Equity, LP. Statement of Qualifications (a) Product Description Community Development software enhances local government operations by automating permitting, managing inspections, regulating land use, and tracking projects, while providing flexibility, visibility to status updates, and payment processing. The City is already using the system, which is comprised of a series of interrelated modules tightly linked with a GIS-centric database to provide a user-friendly system for creating, issuing, and tracking any type of community development activity directly from the parcel fabric. A single screen interface gives users rapid access to all modules and interfaces in the system. Community Development’s information tree format helps users in any module easily identify development activity and its impact on future activity. We propose Community Development Advanced, hosted in the Cloud, for the City’s current and future needs. We are including the modules the City already uses, and propose these additional modules:  Advanced GIS  Analytics  IVR  Fusion It is our understanding that the City, in addition to having recently switched to Cloud hosting, is also in the process of considering these Community Development options:  Advanced License Processing to specify and perform license operations such as late fee assessment, automatic expiration, and email notification in bulk and unattended. Batch processes are set up in Web Utilities & Maintenance (WUM) and run in Community Development, where you can also view the resulting changes to Licensing records.  Business Licensing via a configuration between eTRAKiT and your existing Licensing module so business can have the ability to apply/renew licenses online. With these changes and the new proposed modules, we are confident we can successfully meet the City’s land management needs now and in the future. Page 8 City of La Quinta, CA Community Development Advanced Land Management (includes Basic GIS) Property data management; GIS map support Permitting Permits and inspections Projects and Planning Planning and related activities Code Compliance Code enforcement and compliance Licensing Business and other licensing Entity Management Information associated with professionals including architects, engineers, contractors, and surveyors CRM Citizen response management WorkSpace User-defined dashboard Basic Reporting and Analytics SSRS Community Development reports Document Attachment Attach, link, and share files eTRAKiT Online citizen access Mobiles (Mobile Inspections and Mobile Code Compliance) Inspector mobile access for inspections and code compliance via iPad Add-Ons Advanced GIS Includes SpatialAdvisor CentralSquare Analytics Extracts and analyzes complex data, and assembles reports that enhance business decision processes Interactive Voice Response (IVR) Interactive Voice Response (IVR) Fusion Third-party integration facilitation Third-Party Applications Bluebeam **Bluebeam is recommended but not priced in this response. We recommend the City buy Bluebeam licenses directly from Bluebeam as a cost-saving measure. Create and share smart, information-rich 2D and 3D PDFs Page 9 City of La Quinta, CA Goals and Objectives The project will address solutions for the following major functional and service areas, which include and go beyond the City’s stated needs as defined in the RFP:  Permit processing  Development review  Workflow analysis  Inspection management  Code enforcement  Contractor licensing  Calendar scheduling  Project planning  Internet-based portal  Online permit processing  Online fee payments  Online complaint tracking  GIS integration  Financial system interface  Facilities licensing  Address management  Report capabilities  Business licensing  CRM management  Inspector mobility  Third-party interfaces  Land records management Key Features Required by the City a. General Permit, Business License, Project, and Land Use Application Management Response: Community Development a user-friendly system for creating, issuing, and tracking any type of community development activity directly from the parcel fabric. b. State-of-the art security and user administration to allow user preferences and privileges to be customized for various users both internal and external (i.e. City Staff, Outside Consultants, Property Owners, Applicants, Contractors, etc.) Response: Community Development includes robust tools for defining and managing security. The Utilities and Maintenance module allows System Administrators to easily configure user security rights on an individual or group basis without programming knowledge or reliance on IT. The system assigns user rights at the functional level via an extensive series of privilege and deny rights. System Administrators can assign security on an individual or group basis for various role designations. c. Online public portal for Web and Mobile Device use with permit discovery, submittal, tracking and management capabilities Response: The eTRAKiT public portal lets the public submit application forms, make payments, attach files and submit them with an application, and make service requests, suggestions, and comments. All information submitted into and displayed on the eTRAKiT portal comes directly from Community Development and is live data, so the public always has up-to-date information at their fingertips. eTRAKiT users can set up a username and password to access the system, while user security is controlled by users designated as System Administrators by the City. d. GIS Integration with quarterly update of County Parcel Data to be provided by program host Response: Community Development is tightly integrated with GIS. Data is updated nightly via an automatic Land Management Update Routine. Page 10 City of La Quinta, CA e. Mobile Device Inspection Application for field staff (or equal) Response: Community Development has a Mobiles module that allows for full field inspection capabilities, with or without a wireless connection. f. Automated remote inspection requests, such as by website and/or Integrated Voice Response (IVR) Response: Community Development is a web-based solution, so City users can access it anywhere through a web browser and internet connection. Remote access technology such as VPN or VMWare are supported. g. Electronic Plan Review Integration with Bluebeam Revu (or equal) Response: Electronic plan review is managed through integration with Bluebeam Revu. h. Ability to integrate with existing Tyler Incode 10 financial software (or successor) Response: A standard batch export function is currently available that allows financial data to pass from Community Development into various financial systems, including Tyler InCode, using a nightly batch, which could also be configured to run on demand if the City requires that capability. i. Ability to integrate with existing Laserfiche records management database Response: This is a standard integration via APIs. Laserfiche integrates with Community Development by way of the Imaging Link button, which is a smart URL that links the attachment stored on the Community Development record to the document management system based on the City indexing, if allowed by the document management system. Additionally, Community Development can perform a real-time push where documents stored in Community Development can be sent over to the document management system for archival purposes and to make them widely available for staff. j. Integrated Cashiering / Point of Sale with online and in-person components Response: Community Development offers a full-featured cashiering component for users to accurately assess fees and collect payments for in-person, over-the-counter transactions. Online payments are processed using the eTRAKiT portal. k. System-calculated fees and charges with both automated and/or manual adjustments, including account numbering and capability for deposit and bond payments Response: Functionality supported. Simple and complex fee calculations are supported and can calculate off other fields in the record. The solution has the ability to collect and record deposits and bond payments via Cash, Check, or Credit Card. l. Flexible permit types and numbering system, with annual reset Response: The City can define and track any number of permit types in Community Development, each with its own defined workflow. Permit numbers can be configured to follow the City's defined alphanumeric sequence. For example, permit numbers can go from 20-9999 to 21-0000 once the new year starts. Page 11 City of La Quinta, CA m. Robust and flexible search and display capabilities that would allow end users to search text throughout the entire software system Response: Advanced Search allows users to query the Community Development database and save search parameters for later use. n. Ability for users to do custom reporting and data extraction Response: The solution comes with more than 100 standard reports. Users can edit, save, and share them. o. Ability for users to generate customized forms, letters, and permits/licenses, and their availability to be customized based on the type record Response: Users can generate custom documents. For example, all forms belong to the City, and can be updated/edited by City staff as needed. Any forms belong to the City and can be updated/edited by City staff when needed. As part of the implementation, CentralSquare will give the entire data dictionary to the City. This information can be used by City staff to update existing forms or create new ones. “We now have easy access to complicated projects… CentralSquare Community Development has been a lifesaver and the increased efficiency probably has been one of our biggest gains.” Darci Donovan Permit Center Manager City of Sammamish, WA Page 12 City of La Quinta, CA Community Development Module Descriptions Land Management – Property Data Management (includes Basic GIS) Land Management is the heart of Community Development, using comprehensive data obtained from your assessor’s office to ensure accuracy. Users can conduct preliminary screening of a property and then link a project, permit, code complaint, or case directly via Land Management. Land Management Benefits Data Integrity Reduce errors and data redundancy with automated workflows and a single database. Workflow Automation Automatically add reviews, inspections, or fees to a record or generate a notification directly from the map based on defined spatial rules. Unparalleled User Experience Intuitive and easy to navigate for all user levels. Additional Features  View any related Riverside County Assessor data  View related records associated with a parcel  View GIS details with a single click  See all subdivisions, land splits, annexations, and site mergers  View owner details  Create a permit, project, case, or license on a land record  Control parcels, buildings, addresses, and street segments  Add a warning or lock down a land record  Manage property inspection  Define agency-specific address naming conventions  Research property and building details  Print owner merge letters and notifications  Execute dynamic queries  Keep historical records Page 13 City of La Quinta, CA Basic GIS Integration – Spatial and Geographic View of Information State-of-the-art GIS integration with Community Development allows users to manage all development activities, such as permits, projects, land management, code enforcement, licensing, and inspections directly from the map. Community Development leverages the City’s GIS so users can visually search the map for development activity and display results in reports. Community Development GIS functions include enhanced user controls that let users view related records associated with the parcel and to run queries to illustrate search results. GIS Integration Benefits Manage Tasks from the Map Create multiple permits, projects, cases, result inspections, add restrictions and more records directly from the map. Automate Workflow (Advanced GIS feature) Automatically add reviews, inspections, or fees to a record or generate a notification directly from the map based on defined spatial rules. Easy-to-Use Tools Easily generate reports, plot data on the map, add sketches, and print maps without prior GIS knowledge. Additional Features  See all subdivisions, land splits, annexations, and site managers  Control parcels, buildings, addresses, and street segments  Manage property inspection  Define agency-specific address naming conventions  Research property and building details  Create and save spatial bookmarks  Use multiple internal and public map services  Use measurement and drawing tools  Run radius notifications and print owner letters  Execute dynamic queries Page 14 City of La Quinta, CA Permitting – Permit Management and Inspection Coordination Community Development lets you streamline your permitting process by tracking the unique workflows for all types of permits from initial application through issuance. You can capture everything you need including contact management, related permit information, plan review tracking, inspector scheduling, financial details, and more. Page 15 City of La Quinta, CA Permitting Benefits Scalability Easily add custom fields to manage information unique to each permit type. Minimize Data Entry Automated workflow rules reduce the amount of data entry required by updating the record based on specific activities throughout the permitting process. Document Management Attach documents such as reports, photos, and plan sets directly to the record. View any type of file at any time on the record. Additional Features  Create unique workflow for each permit type  Schedule inspectors by region, permit type, or inspection type  Review related cases, projects, sites, or permits  Compare multiple permits side-by-side  Manage permit reviews and conditions  Search using unlimited user-defined options  View warning flags for out-of-date contractor licenses  Copy/duplicate information from another permit  Create unique job valuations  Enter user-defined standard comments  Incorporate unique fee schedules  Issue permit forms and Certificates of Occupancy  Use inspection checklists  Generate public Twitter notifications of permit activity Page 16 City of La Quinta, CA Projects and Planning – Management of Planning and Development Activities Projects and Planning manages the workflow for all types of projects through the project lifecycle, beginning with the application and moving through the review and approval process. Record all actions assigned and any conditions of approval for future evaluation. Link scanned plans and markups as part of the project history, with different plan cycles captured for future reference, using the system’s attachment feature. Project and Planning Benefits Robust Reporting Capabilities Generate project detail reports, radius notifications, application checklists, as well as development review letters with the click of a button. Parent-Child Relationships Easily manage a project from start to finish by linking all related records that are readily viewable from any screen. Event Automation Enhanced configurability tools schedule and manage key activities related to the development processes. Additional Features  Track phone calls, emails, or letters  Track review in timesheet  Create project review cycles and notes  Attach different iterations of plans with mark-ups  Track inspections  Manage contacts  Maintain conditions for approval on project  Run detailed reports for fee information, project tree, and more  Meet dates using event scheduler  Assign reviews automatically  Create a unique fee schedule for each application type  Track engineering and public works projects  Interface directly to GIS for project management  Issue multiple permits from a single project  Create annexations and subdivisions Page 17 City of La Quinta, CA Page 18 City of La Quinta, CA Code Compliance – Management for Code Enforcement and Compliance Activities Code Compliance monitors workflow for all types of code enforcement activities from complaint receipt through compliance of the incident. Code Compliance can lock down the parcel record and place a flag on all records associated with a property when entering a complaint or violation. Page 19 City of La Quinta, CA Code Compliance Benefits Spatial Analysis Use GIS tools to easily identify areas with high levels of code enforcement issues classified by type and status. Record Locking Lock down properties based on La Quinta’s compliance procedures to prevent activity, and enhance collaboration. Correspondence Management Track all phone calls, emails, site visits, etc., and view all case details from one screen. Additional Features  Create cases from GIS map  Lock down parcel when certain case types are created  Track all activity dates, phone calls, emails, or letters  Follow multiple violations on a code case  Incorporate all code text into Community Development for easy reference  Attach photos and letters to records  Email notifications  Link to different records  Create Case Details report  Repeat important dates  Protect all information from non-officer staff  Capture unique information on user-defined screens  Identify addresses using Google street view Page 20 City of La Quinta, CA Licensing – Management of Various Licenses Licensing issues and tracks a variety of different license types, such as animal, business, and facilities licensing. Several fields are tailored specifically to your needs, including license and ownership types, classification codes, and other customized screen areas. At a glance, users can quickly review all information pertinent to a specific record. Licensing Benefits Unmatched Flexibility Manage all information associated with unique license types. Superior Service Automate the license issuance and management process. Easily send batch renewal notifications, enabling your agency to provide better communication and service. Online Renewal Options Licensees can go online at any time to obtain status updates, apply for a license, renew a license, and pay fees. Additional Features  Maintain all contact information associated with a license  Allow for online management for citizens  Create custom fields and screens  Manage all activities and reviews  Process batches for renewal notices  Calculate proration and penalty fees automatically  Assign conditions for a business  Associate fees unique to each license type  Move licensee information into Entity Management directory  Link license to a specific parcel  View records related to a license, e.g. permit  Attach documents and photos  Track all insurance and registration information  Check off educational courses completed Page 21 City of La Quinta, CA Entity Management – Central Directory for Architects, Engineers, and Contractors Entity Management provides instant access to all information associated with professionals, including architects, engineers, contractors, and surveyors, who do frequent business related to permits and projects with the City. View common information associated with these contacts from a single screen for quick accessibility. Entity Management Benefits Link Records Easily add details to a permit, project, or license by linking the contractor. Auto filling of details on the record eliminates the need to type in contact, license, insurance information, etc. Reporting Quickly view all permits, projects, licenses, etc., associated with the contractor from the record and generate reports with record details. Payment Options Link deposits and trust accounts to contractors and apply them towards permits or projects. Additional Features  Allow contractors to pay fees for associated permits  Insert all insurance carrier information  Use warning flags to prompt users about expired information  Preview all associated records with the contact  Track communication with contractors chronologically  Maintain license information  Link to business license information  Track multiple insurance carriers  Attach photos and proof of insurance to records  Provide Internet link for state licensing information  Send emails or text message to individuals  Add new permits and projects from the AEC record  Restrict information from certain users Page 22 City of La Quinta, CA CRM – Citizen Response Management Organize the tools you need to quickly capture and manage citizen issues with CRM. Monitor all open and closed issues, when received through the phone or internet, and their locations with CRM. You can link recurring issues and complaints together to ensure the appropriate and efficient handling of issues. CRM Benefits Enhanced Customer Service Workflow tools route complaints to the appropriate department so citizens receive a prompt response and quick resolution. Automatic Notifications Letters and emails based on activities and status updates are sent throughout the process, eliminating the need for complainants to contact the City. Online Transparency Integrated with eTRAKiT, CRM provides online access to reported issues, so citizens can easily obtain status information without visiting or calling the City. Additional Features  Route issues  Filter searches  Link issues to existing cases or permits  Capture complainant details  Use GIS map for pin-pointing exact location  Use audit log to ensure staff accountability  Transfer workflows into other City applications  Use built-in workflow functionality  Send emails or letters automatically  Create a code enforcement case from an incident reported  Run reports to determine response times  Track all details associated with the work order  View entire history of the location  Route workflows to different departments Page 23 City of La Quinta, CA WorkSpace – User-Defined Dashboard All Community Development end users can use WorkSpace to add customizable widgets to view information pertaining to their role in the City. WorkSpace allows users to view information the way they want to see it, either through dynamic charts, personal tasks, or calendar items. Workspace Benefits Central Location View any assigned activities from a single screen based on user-defined criteria. Easy Query Generation Generate dynamic queries using the advanced search tool, export to Microsoft Excel, plot on the map, and view in reports. Manager Console Preview scheduled assignments to help balance the workload. Additional Features  Incorporate Microsoft Outlook emails  Sync with calendar  Preview all reviews or inspections assigned to staff members  View permit, project, license, and code case information based on user-defined criteria  GIS viewer  Display dynamic charts and graphs in real time  Result inspections and reassign inspectors using inspection center  Result assigned plan reviews using review center  View assigned and unfinished items in My Tasks  Store favorite reports for easy access  Preview all conditions assigned to staff members  Obtain news updates using Rich Site Summary Feed subscriptions  Schedule inspections in batch format  Stay up-to-date on City news bulletins Page 24 City of La Quinta, CA Basic Reporting Community Development includes a comprehensive set of standard reports to meet the City’s needs. All reports are dynamic, allowing users to specify type, module, date/time, or other parameter and quickly view them from the modules. Reports Benefits Standard Reports More than 100 standard reports that cover all modules, including financial and system configuration. Ad Hoc Reporting Create simple to complex reports with any data in the system. Easy Exporting Reports can be exported into the following formats: XML File with Report Data, CSV (comma delimited), PDF, MHTML (web archive), Excel, TIFF File, and Word. Additional Features  Select date range parameters  Send reports to printer, display, or add as an attachment  Export Microsoft Excel, Access, Word, or PDF formats  Create charts and graphs  Categorize by function and application  Generate accounting/financial reports  Generate detailed inspection reports  Generate plan review reports  Generate code enforcement reports  Generate license information reports  View expiring permit information  Customize unique reports  Run system diagnostic reports for administrators Page 25 City of La Quinta, CA Document Attachment Attaching images, letters, reports, and other files directly to records in any Community Development module is possible with the document attachment tool. Community Development safely stores attachments on the server, and anyone with access to that Community Development record can retrieve or view stored attachments. Users can attach all file types to any project, permit, or code case established in Community Development. Additionally, Community Development can attach scanned documents to a project, permit, or code case; link to any image source; and share files among departments. Document Attachment Benefits Attach Attach numerous types of electronic file types such as PDF, JPEG, TIF, DWG, XML, 3-D design files, electronic plans, audio files, and Microsoft Office files. Link Link electronic files to any Community Development record type such as a permit, project, code case or business license and view all record information including attachments from one screen. Share Share files among departments. Additional Features  Upload digital plan sets and other support documents directly with eTRAKiT online applications  Capture photos and link directly to associated permits, projects, code cases, and business licenses with Mobiles for inspection and code compliance  Interface with Laserfiche, AppExtender, and RM Console Page 26 City of La Quinta, CA eTRAKiT – Online Citizen and Contractor Access eTRAKiT is a fully responsive, public-facing portal that provides a consistent user experience and gives local governments an easy-to-use, mobile-friendly online solution to better deliver services to their citizens through tools and practices of the digital age. This product provides a back-end consolidated console that is intuitive in concept and design, allowing the end user to customize the portal to accommodate their wants and needs. Citizen access to all the applications listed below will be available from any device: ETRAKiT Benefits Building Permits Apply for a permit, pay fees, and schedule inspections. Business License Apply for a business license and maintain any business- related information. Code Enforcement Pay for outstanding fees, review notice information, and search for violations. Planning Apply for a project, pay charges, see plan reviews for Projects in-process, and upload attachments related to a project. Citizen Request Management Report issues from any device. Utilities Pay and view bills, maintain customer account information, and signup for recurring payments. Additional Features  Access the portal, which has a responsive design, on any device    Comply with ADA regulations  Benefit from a consolidated console  Use the in-line editing tool  Customize your portal using the theme tool  Search detailed account information  Apply for permits  Schedule inspections  Review inspection notes and details  File a complaint online and track the progress  Renew business licenses  Apply for business licenses  Apply for projects  Review Plan reviews  Add attachments and upload plans  View parcel information from a map  View online accounts on the dashboard Page 27 City of La Quinta, CA Mobiles – Remote Access Inspectors and officers can carry information about permits, code enforcement cases, and related inspections on their iPads. They can also modify the inspection status, enter inspection results and notes, and schedule inspections in the field — even lacking a constant wireless connection. Mobiles Benefits To-Do List View assigned code cases and scheduled inspections with various sort criteria such as date, address time, and type. Inspectors can click on each code case inspection to obtain full details on the record and add cases in the field when needed. Access Real-Time Information Quickly view details about a record and see result actions in real- time. Simplified Inspection Management Inspectors have quick and easy access to key code case and inspection data to complete daily tasks. Additional Features  Use in off-line mode  Manage code cases proactively  Result scheduled site inspections  Add multiple violations on the fly; add a warning or hold to a property  Modify, schedule, and route inspections  Capture photos in the field  View attachments  View and update contact information  View fee details  Create to-do list of inspections for defined date range and create inspection checklists  View custom screens unique to each case type and add information  Use Microsoft Bing enabled mapping location  Search a defined region of cases using ad hoc search functionality  Play recorded messages  Send violations notices via email Page 28 City of La Quinta, CA Community Development Add-on Applications Advanced GIS Advanced GIS includes the SpatialAdvisor tool. SpatialAdvisor creates workflows based on the relationships between features in a geodatabase. You can add inspections, actions, conditions, fees, and reviews as well as prevent adding a record. Additionally, you can prompt alerts based on intersection, buffer, and attribute values when creating permits, projects, cases, CRM types, and licenses. CentralSquare Analytics CentralSquare Analytics heightens data discovery, creates dynamic reports, and automates the analytics process for Community Development. Powered by IBM Cognos Business Intelligence and fully integrated with Microsoft Office, CentralSquare Analytics extracts and analyzes complex data and assembles reports that enhance business decision processes. If an existing report does not exactly match your requirements, you can easily modify reports or create new reports. The proposed implementation includes report-writing training. Page 29 City of La Quinta, CA Interactive Voice Response (IVR) Interactive Voice Response (IVR) solutions provide inspection details using a touch-tone phone. The module has both inspector and contractor access options. Contractors can schedule or cancel inspections and obtain inspection results 24/7 without needing to contact the City. Inspectors can result or reschedule inspections in the field that provides real-time updates to Community Development. Fusion CentralSquare Fusion facilitates the connection and communication between third-party software and our applications via REST-based Web services. With Fusion, you can share data between Community Development and third-party or internally developed products. You receive your own dedicated install, URL, and API keys that must be passed into the service calls for the services to work. Your keys can be shared with the vendors you want to work with. Additional vendors can be added through the Fusion Certified Integrators program. This helps users to identify trusted, compliant third-party products that help extend the functionality of their investment. Fusion Community Development Integrations:  Online payment processing allows for online payments from the eTRAKiT module.  Over-the-counter payment processing allows integration with over-the-counter style payments from customers.  Finance API allows third-party applications to access Community Development fee details and post results directly into the system.  Cash drawer provides an integration with a third-party cash drawer application as a supported payment method. When a payment is made in Community Development, a signal will be sent to the cash drawer to open it.  Signature pad allows you to collect signatures electronically for permit forms. This eliminates the need to retain the signed paper copy, while keeping the signature on the printed copy for the applicant. IVR Benefits 24/7 Availability Access and schedule inspections via touch-tone phone 24/7. Pre-defined call Flow Out-of-the-box, ready-to-use voice prompts and workflow. Additional Features  Foster greater citizen/contractor satisfaction  Use professional voice prompts  Obtain details about permits and inspection status  Request a new inspection  Modify inspection requests  Receive real-time updates  Integrate with an inspector’s work calendar  Configure role-based security Page 30 City of La Quinta, CA  Electronic Plan Review provides the ability to integrate with Electronic Plan View applications to support integrated workflows.  Document Management provides the ability to easily transfer documents to a 3rd party document management system for long term storage and archival.  CRM Integration provides a common integration used by 3rd party tools or plug-ins to create CRM issues in existing Community Development clients.  IVR provides the ability to read and manipulate data in the Permitting application. This specifically covers inspection data for scheduling, cancelling, and inputting results and key permit data, including permit status and permit address. Bluebeam Revu (Electronic Plan Review) Bluebeam Revu combines powerful PDF editing, markup, and collaboration technology with reliable file creation. Users can add comments with customizable annotation and measurement tools, organize high-quality smart documents using PDF editing features, and collaborate on the same documents in real time with project partners anywhere in the world through this user-friendly desktop PDF editor. As a cost-saving measure, we recommend the City purchase Revu directly from Bluebeam. Technical Specifications We recommend the following technical specifications to operate the Community Development solution software and interfaces. Their flexibility allows for system growth and the demands of various departments. The City may also choose to eliminate unnecessary hardware expenditures and have Community Development managed in a virtualized server environment. Network Component Requirement Network Protocol TCP/IP CPU Minimum Speed 100 MBps minimum / 1 GB Ethernet recommended PC/Laptops Microsoft Windows 10; Internet Explorer 11 User Workstations Component Requirement Operating System Microsoft Windows 10 CPU 2 GHz+ RAM 4 GB Hard Drive 10 GB Web Browsers Internet Explorer 11, Microsoft Edge, Google Chrome Page 31 City of La Quinta, CA Mobile Units Component Requirement Tablets iPads that support the two most current versions of iOS Synchronization 4 GB Hard Drive Wireless Access Storage (iPad) 64 GB+ Third-Party Software Integration CentralSquare can provide custom integration between Community Development and other third- party applications; costs are determined on a per-case basis. Community Development currently communicates with these third-party applications: Feature Third-Party Applications Plan Markup Bluebeam Revu Report Writing SQL Server Reporting Services (SSRS); Cognos GIS Esri ArcGIS Server 10.1 and above; Esri ArcGIS Online Office Applications Microsoft Office 2010 or later; Microsoft Office 365 Document Management Laserfiche; EMC AppExtender, RM Console Page 32 City of La Quinta, CA Standard Network Diagram Page 33 City of La Quinta, CA Hosting Services The City is now using CentralSquare Cloud Services to manage hardware and software. Our specialists run your CentralSquare applications in a safe, secure environment. Security: Protecting your data is our top priority. CentralSquare Cloud Services provides:  Data encryption, both at rest and in transit  Separation from other customers and tenants  Isolated data centers located in the US and staffed by industry-leading providers  Physical security measures to prevent unauthorized access High Availability: The CentralSquare Cloud solution is designed to ensure that committed data is never lost due to failures, that maintenance operations do not affect your workload, and that the database will not be a single point of failure in your software architecture. Data centers are located not less than five hours apart from one another in different geographic regions of the United States. CentralSquare automatically handles critical servicing tasks, such as patching, backups, Windows and SQL upgrades, as well as unplanned events such as underlying hardware, software, or network failures. We can quickly recover your database in even the most critical circumstances, ensuring that your data is always available. Backups: SQL Database uses SQL Server technology to create full, differential, and transaction log backups for the purposes of Point-in-time restore (PITR). The transaction log backups generally occur every 5 - 10 minutes and differential backups generally occur every 12 hours, with the frequency based on the compute size and amount of database activity. Full, differential, and transaction log backups allow you to restore a database to a specific point-in-time to the same server that hosts the database. Page 34 City of La Quinta, CA (b) Implementation Approach Because the Community Development solution is already being used by the City, our implementation of the additional modules does not require a full-fledged implementation. We do, however, follow the same methodology to ensure that your new modules Go Live successfully. We approach each project with a blended methodology combining Project Management and Implementation into one fluid process. They are tightly integrated, and both are vitally important to success. As a blended process, they ensure we meet objectives collectively and consistently throughout the course of the project. Project Management Our proven four-phased approach to project management includes initiation, planning, monitor and control, and closeout. From kickoff to closeout, we follow industry standards to provide you with the highest level of service. To keep you up to date, your CentralSquare project manager will conduct weekly status meetings throughout the implementation. They will also serve as your first escalation point for all project needs. Page 35 City of La Quinta, CA Page 36 City of La Quinta, CA Phase 1: Initiation –This phase begins with the transition from sales to delivery. To facilitate a smooth handoff, we ensure all information captured during the sales cycle is successfully communicated to our service delivery team. Project management and service delivery teams carefully review the statement of work and contract to ensure all details are understood and aligned. Major Activities in Phase 1 include:  Sales to Delivery Transition  Project Team Secured  Initial Project Plan and Project Setup Phase 2: Planning – With handoff complete, Planning begins with a Project Team Kickoff where we work together to align the project work with the outcomes identified in the statement of work and contract. We establish formal project governance to ensure that CentralSquare and La Quinta stakeholders are informed and involved throughout the project via regular status updates and quarterly review meetings that address project health. With a focus on change management, we work with you to create a communication plan that supports end-user adoption. This phase ends with the construction of an integrated project plan providing clear task ownership and the assignment of resources. Major Activities in Phase 2 include:  Project Kickoff  Project Governance Established  Outcomes Aligned  Change Management Plan Created  Communication Plan Created  Team Aligned to Final Plan Phase 3: Monitor & Control – In this phase, our project management and service delivery teams work with your staff resources to execute the project plan. Implementation tasks such as review and analysis, configuration, testing, and deployment occur in this phase. We discuss Implementation in the next part of this section; Major Project Management Activities include:  Manage Issues and Risks  Quality Assurance Reviews  Manage Project Teams to Plan  Stakeholder Reviews and Escalation  Budget and Timeline Management Phase 4: Closeout – As the project approaches Go Live, we begin the transition from our Project Management and Service teams to our Support and Customer Success teams. Our methodology ensures you have a seamless customer experience from one function to the next. Following project completion, Customer Success is your advocate and works closely with you to make sure we are highly supportive and responsive partners. Major Activities in Phase 4 include:  Signoff on Deliverables  Knowledge Transfer Plan  Introduction to Customer Support and Customer Service Teams  Post-Deployment Activities  Project Audit to Contract Page 37 City of La Quinta, CA Implementation CentralSquare implementation uses a four-stage approach featuring critical service delivery artifacts that ensure consistent and predictable results. The following sections describe the four stages of implementation from contract signing through post Go-Live activities. We place a heavy emphasis on training, quality and change management throughout the entire implementation. Stage 1: Analysis – To begin, we jointly perform a comprehensive analysis of your current state processes related to core system functionality. This allows for prescriptive recommendations to maximize efficiencies. In this stage we also begin the process of data conversion by analyzing your legacy data. This sets the stage for data conversion success. Our Workflow Analysis is aligned with industry best practices so that your business processes are more timely, accurate, and provide easier access to information. Major Activities in Stage 1 include:  Workflow Analysis  Analyze Technical and Functional Requirements  Data Migration Mapping Stage 2: Configuration – Now we begin to work with your team to configure the system in accordance with the objectives defined during discovery. We build a test plan specific to your system and modules and start iterative testing that continues throughout implementation. Testing Page 38 City of La Quinta, CA validates that we have successfully satisfied your functional requirements and that your users can execute defined business process. During Configuration, our data conversion team guides you through data conversion process. Major Activities in Stage 2 include:  Build Environment  Configure Environment  Unit Testing  Administrative Workshops  Data Conversion Stage 3: Testing – Testing is a collaborative effort between your core team and the CentralSquare consultants to assess your team’s readiness for Go Live. We have a library of testing scenarios we can leverage; we also encourage the use of specific scenarios that best fit the City. We prepare your team to take ownership of the system via knowledge transfer and continued change management efforts. Throughout, we train your end users on the systems and their processes so they are well prepared to use the system after cut over. Major Activities in Stage 3 include:  Testing  Fix Issues and Retest  System Sign-Off  Knowledge Transfer/User Training  Go-Live Readiness Stage 4: Deployment – Deployment begins with the completion of your production environment. Change management is essential, and efforts around planning, training, and communication continue in this phase. With City involvement, we conduct a mock Go Live to ensure your actual Go Live is successful. After your team and our team both conclude that we’re ready, Go Live. Major Activities in Stage 4 include:  Configure Production Environment  Plan Cutover Schedule and Communications  Pre-Launch Testing  Go-Live + Communication The project’s goal is success and by using our implementation methodology, which is fueled by our experience, expertise, and industry knowledge, we will succeed together. Success for the City is meeting the outcomes you have set forward from the beginning and implementing a fully functional product. Success for CentralSquare is a combination of achievements of strategic and tactical goals, your delight after reaching those objectives, and the seamless execution along the way. Page 39 City of La Quinta, CA Project Management Strategy, Staffing Plan, and Estimated Timeline Project Management Strategy CentralSquare uses the industry-leading standards of the Project Management Institute Body of Knowledge. Our team’s professional experience, combined with public sector and application expertise, makes CentralSquare a comprehensive solution to meet your current and future technology needs. Our Project Managers have great insight into the long-term implications of different business practices, and we select the best fit possible with your team. Your CentralSquare Project Manager provides examples of how other clients operate, offers suggestions for process improvements, and proposes potential workflows. The responsibilities of the CentralSquare Project Manager include:  Maintain clear and active lines of communication with the City.  Facilitate coordination between all CentralSquare departments to fulfill our commitment to the City.  Collaborate with the City to build a project schedule based on the contract and scope of work; update the schedule on a weekly basis.  Drive tasks to a timely and quality completion, fulfilling Go Live dates and project deliverables as indicated in the project schedule. Monitor the work plan and schedule and make course corrections as necessary.  Monitor and report progress on our responsibilities.  Facilitate weekly status meetings; provide agendas and status reports.  Support the City’s Project Manager in monitoring and reporting overall implementation progress.  Notify the City Project Manager and project sponsor immediately of any issues that might delay the project.  Serve as the point person, or first escalation point, for all project issues.  Provide issue resolution status, tracking, and procedures. Estimated Timeline The total implementation takes approximately 3-5 months. To maximize the learning experience, end user and System Administrator training takes place just prior to Go Live. The following sample project schedule represents the steps associated with the proposed implementation. Upon further discovery and scope of the project, a project plan with actual implementation dates will be determined. This typically takes place during the contract stage of the evaluation process. All dates we use are for illustrative purposes only. No dates have been reserved for conversions or training. Upon contract signing, we will work together to develop a detailed plan, including confirmed dates, resources, and tasks which may vary from this plan. Page 40 City of La Quinta, CA Community Development Sample Project Timeline Task La Quinta Responsibilities CentralSquare Responsibilities Target Date 1. Contract Execution Sign contract. Sign final contract. TBD 2. Project Timeline Sign-Off Sign off on remaining project milestone dates. Provide La Quinta with timeline dates. TBD 3. Interactive Voice Response (IVR) Service Contract with a 3rd party IVR service provider. Install IVR API and provide 3rd party service provider with documentation for integration. Month 1 4. Project Kick-Off Participate actively in Kick-Off and provide input on project schedule. Lead Kick-Off and provide agenda and preliminary project schedule. Month 1 5. Analytics training preparation Develop plan for end user report writing training. Project Manager and Trainer-Consultant meet with La Quinta about training. Month 1 6. GIS Consultation Conduct meeting with CentralSquare to discuss the Spatial Rules feature for GIS. Offer suggestions to ensure expected delivery. Month 1 7. Kick-Off Meeting Participate in Kick-Off Meeting. Conduct Kick-Off meeting. Month 1 8. First Review of Inspection Configuration for IVR Integration Client to provide descriptions of inspection types and codes. CentralSquare will offer suggestions to ensure expected delivery. Month 1 9. First Spatial Rules Workbook Review Review Spatial Rules configuration information with CentralSquare. Review configuration workbook and provide feedback as applicable. Month 1 10. Analytics Training La Quinta staff with Report Writing skills; preferred but not required. Provide training materials for training. Month 2 11. Final Spatial Rules Workbook Review and Collection Submit and review finalized Spatial Rules workbook. Review workbook and provide feedback as applicable. Month 2 12. Final Inspection Configuration for Integration to IVR Submit and review finalized configuration for IVR integration in Finalize IVR integration. Month 2 Page 41 City of La Quinta, CA Task La Quinta Responsibilities CentralSquare Responsibilities Target Date Review and Collection Community Development. 13. GIS Testing Begins Test GIS Spatial Rules configuration. Notify CentralSquare of desired changes and acknowledge start of the test process. Receive change requests from La Quinta and make necessary revisions. Month 3 14. Interactive Voice Response (IVR) Service Activated Begin testing IVR system with initial configuration. Provide access to IVR system. Month 3 15. Second Testing Review Review data and configuration with Project Manager via remote sessions. Schedule remote meetings with each department to review system configuration and checklists. Month 3 16. Second Delivery Continue system review. Deliver revisions to La Quinta. Month 3 17. GIS Final Spatial Rules Review Test Spatial Rules and update with CentralSquare. Finalize GIS configuration for Go Live. Month 3 18. Testing Ends Acknowledge the end of the test process and approve findings before end-user training begins. Month 4 19. End-User Training Planning Develop plan for end- user training. Project Manager and Trainer-Consultant meet with La Quinta about training. Month 4 20. La Quinta Support Transition Preparation Project Manager assembles materials necessary to transition implementation knowledge to the CentralSquare support team. Month 4 21. La Quinta Support Transition Call Attend remote discussion with CentralSquare support team. Introduce CentralSquare support team along with expectations for using technical assistance after Go Live. Month 4 Page 42 City of La Quinta, CA Task La Quinta Responsibilities CentralSquare Responsibilities Target Date 22. Transition to Live Provide final extract of historical data to CentralSquare. Convert data and load into La Quinta’s environment. Month 5 23. End-User Training Provide meeting space and training computers for up to eight staff. Provide training materials for training. Month 5 24. General System Administration Training End users attend a refresher System Administrator training session prior to Go Live. Conduct an accelerated System Administrator session with end users for user privilege and general configuration management. Month 5 25. Go Live Go Live with Community Development, Mobiles, IVR, and ETRAKiT. Provide support. Month 5 26. Follow-Up Visit Assemble various departments for review with CentralSquare. Conduct follow-up visit 15 days after Go Live. Month 6 Software Installation and Setup Plan Upon execution of the contract, CentralSquare sends your Project Manager the GIS Workbook. This high-level checklist includes specifications that enable CentralSquare to configure Community Development for maximum efficiency for the City. CentralSquare sets up a training or test environment during implementation for use in application training classes. Prior to Go Live, we clear training data and prepare for live data entry. System Configuration The configuration process develops from our discussions and the completed GIS Workbook responses. Following Go Live, your System Administrators maintain the Community Development configuration using the Utilities and Maintenance module. They can adjust processes, fee schedules, security, and numerous other configuration options without assistance from CentralSquare. We include Utilities and Maintenance module training in the System Administration training. Page 43 City of La Quinta, CA Integration Plan CentralSquare is offering the following GIS integration:  Advanced – Requires ArcGIS Server with spatial rules developed from varying layers in the existing geodatabase. The Advanced GIS viewer includes all features available in the Standard viewer and the following additional benefits:  spatialAdvisor lets you create workflows based on the relationships between features in a geodatabase  Add inspections, fees, reviews, and alerts based on intersection, buffer, and attribute values of features when creating permits, projects, and cases.  Customizable scripts (up to five) for unique workflow events of the spatialAdvisor. Application Interface and Integration Strategy and Plan Community Development has an integrated design. One of its strongest features is exchanging information across the modules contained in the system and among third-party applications. CentralSquare routinely integrates Community Development with other third-party solutions, such as finance systems and document management programs. Depending on the type of integration and required functionality, Community Development integrates via web services, direct database calls, and batch export routines. The desired functionality drives the method of integration. Standard functionalities are integrating with Esri GIS; importing data from the assessor’s office; and merging Community Development data directly into Microsoft applications including Word, Excel, and Outlook. Go Live and System Stabilization After Go Live, CentralSquare continues to support La Quinta to ensure the software performs as expected. The City becomes familiar with our Help Desk procedures, and a smooth transition from consulting to Help Desk support takes place. During this phase, you will transition from working with a Project Manager to working with an assigned Customer Success Manager. With the exception of support issues, your Customer Success Manager is your primary contact for our ongoing partnership, where our goal is your complete satisfaction. Your Customer Success Manager becomes familiar with your organizational goals and challenges and provides relevant, benefit-driven solutions that enhance your CentralSquare experience. Security Strategy and Configuration Plan Community Development includes robust tools for defining and managing security. The Utilities and Maintenance module allows System Administrators to easily configure user security rights on an individual or group basis without programming knowledge or reliance on IT. When a user logs in to Community Development, the system only provides the rights and access assigned to their specific user login. The system assigns user rights at the functional level via an extensive series of privilege and deny rights. System Administrators can assign security on an individual or group basis for various role designations. The system can also hide confidential or sensitive fields, such as FEIN, and SSN. Page 44 City of La Quinta, CA Community Development includes audit trail capabilities. Changes registered in Community Development show the user ID and time/date stamp next to each event. Comprehensive reporting further supports audit controls. The ad hoc reporting tools allow cross- application reporting and cross-application, drill-down analysis to provide immediate supporting data for higher or lower-level reports. Quality Assurance CentralSquare provides quality assurance (QA) throughout the implementation lifecycle. To project success and adoption of the system by all stakeholders, it is critical to ensure a project of this magnitude is progressing as planned according to the City’s goals. CentralSquare assigns a dedicated Project Manager at the start of the project. Duties include:  Reviews progress on all deliverables and milestones outlined in the statement of work  Assists with any identified areas of high risk  Holds a quarterly conference call with the City project team to get feedback on project progress  Communicates any challenges internally to CentralSquare leadership to resolve issues proactively  Provides feedback to project staff and managers on QA activity results  Helps identify lessons learned to improve performance on future phases  Identifies issues that impact project quality, timeline, and overall goals; documents, tracks, communicates and resolves issues Testing Strategy Testing ensures the City receives Community Development according to previously detailed configuration needs. Testing addresses all data conversion anomalies and software configuration issues. The primary role of the City is to test the Community Development system as it operates in your environment. This includes verifying data converted from your existing databases and testing the configuration to ensure it meshes seamlessly with your needs. The system testing standards include our proposal responses to this RFP, any mutually agreed upon clarification to those responses, and all documented entries in the Project Workbook. Throughout testing and delivery revisions, there is continued communication between the Project Managers as they refine enhancements, data variances, or configuration irregularities. Weekly reports show the progress of changes and move the process along. If any system errors or problems develop, CentralSquare immediately addresses and corrects the issue. The CentralSquare Trainer-Consultants and Project Manager are responsible for helping the City identify proper testing procedures and timelines to support the testing process. CentralSquare and the City will work together on the actual testing processes to validate the results and confirm the system meets your business requirements. Together, we create a testing plan including all critical scenarios that need to be run through testing processes. While there is effort for City staff to define the scenarios, the advantage is seeing and understanding the results prior to using the system in a live environment. Our experience has shown that having City staff run the tests with CentralSquare support allows your Page 45 City of La Quinta, CA team to practice and use the system in a mock-live environment. The City’s testing reinforces the training CentralSquare conducts with core users. Our methodology incorporates the following types of testing: System Testing – performed in tandem with the installation process to ensure the system is operating effectively in your environment. Integration Testing – completed by end users after system testing to ensure the configuration is properly operating. User Verification Testing (UVT) – done just prior to Go Live by the City to ensure the system meets all the functional requirements and is ready for Go Live. Training Strategy We maximize City’s investment with superior training and service. CentralSquare provides training for your users and System Administrators and offers classes in creating and customizing reports. CentralSquare does not believe in a one-size fits all approach to training. Our instructors work closely with the CentralSquare Project Manager and City’s subject matter experts to design a training plan that meets your unique requirements. We believe the training program should mirror daily activities performed by your users. Research shows that realistic hands-on training is the most efficient way for new users to learn, and we have found that a smaller class size provides a more personalized experience for participants. To maximize the learning experience, our applied training sessions are limited to eight users per session. We work with you to develop a training plan that ensures correct class placement for each end user as well as how many days of training to dedicate to the core modules, such as Permitting and Code Compliance. In support of this learning model, we recommend the following approach. First, users attend a comprehensive Community Development course designed specifically for their functional area. There, they learn how to integrate Community Development into their daily activities. Next, users attend a Community Development lab session. During the lab, real-world scenarios allow users to test-drive their knowledge and level of competence with Community Development. The lab also provides a real-world experience for managers to assess the quality and effectiveness of mission critical processes. Our curriculum builds on concepts and develops the learners’ expertise in an organized, manageable fashion. All training courses include training documentation. CentralSquare monitors course facilities, student materials, and lectures for effectiveness with post-course questionnaires. End-User Training We will provide end user and system administrator training on the new modules once final system configuration is complete. CentralSquare instructors go beyond simply teaching the functions of the software. Our training sessions demonstrate how to integrate Community Development into your daily activities and workflow using actual City data and configuration. Page 46 City of La Quinta, CA Continuing Education Continuing education lets you establish new knowledge, build on existing knowledge, refresh your understanding of processes and system functions, and gain knowledge about various aspects of your software solutions. CentralSquare University, our online education program, helps you prepare for the transition from the implementation phase to the daily and evolving use of the software applications. The program facilitates a learning partnership that goes beyond educating you about our products and services. The learning partnership allows us to work together to address individual and organizational development needs. A combination of training methods allows you to maximize learning and minimize financial impact. Continuing Professional Education (CPE) credits are available for many learning events. Please refer to the following pages for more information. Page 47 City of La Quinta, CA Page 48 City of La Quinta, CA Page 49 City of La Quinta, CA Support Services Warranty Guarantee (Cloud) All CentralSquare new applications are under warranty for 12 months after delivery. We are proud of our applications and their capabilities and make every effort to ensure you are satisfied with our products and services. Following installation, we offer a number of services to ensure your ongoing satisfaction and success as a CentralSquare customer. After the warranty period, your guarantee is covered under the ongoing subscription plan, which will include support, upgrades, and the following services. A Single Point of Contact for Client Success The Community Development Client Services team is the primary point of contact for your ongoing partnership with CentralSquare. Your designated team member is familiar with the City organizational goals and challenges and offers relevant, benefit-driven solutions that enhance your Community Development experience. Through ongoing communication, your Client Services assists you in achieving excellence in the use of CentralSquare products. Support Services (Help Desk Support) CentralSquare successfully serves many clients throughout the United States and Canada, with a 99.9% client retention rate. One of our key features is our excellent support program. Upon execution of a Software License Agreement, support begins and remains in place as long as the City remains active on our maintenance plan. CentralSquare is committed to partnering over the long term to ensure the City’s goals and expectations are met with the implementation of a new system and with our ongoing support. Hours of Service: Our Help Desk staff is available Monday through Friday from 5:00 a.m. to 5:00 p.m. Pacific Time, excluding holidays, to answer your calls and respond to web portal inquiries. When you report an issue, a ticket immediately populates in our customer relationship management (CRM) database. If an issue is left unresolved during the initial phone or virtual conversation, we will resolve it with the analyst in the shortest amount of time possible and keep our customers informed of our progress. CentralSquare provides after-hours support for various client activities that involve professional or computer services. After-hours support is outside of the regular maintenance contract and offered on a time and materials basis. CentralSquare Support Web Portal: The CentralSquare Support web portal is your gateway for 24/7 help and support of your CentralSquare software solution. This portal allows for problem solving and real-time communication between you and support staff. Connect Community Social Network: Connect Community is a private social collaboration platform for our customers. Connect Community modernizes communication among CentralSquare customers, provides a framework for integrated knowledge sharing, and encourages crowdsourcing of informational assets. The portal offers a robust knowledge base query source to help answer questions about the solution and how to resolve business needs. Simple queries are a fast way to search for information the Help Desk may have previously Page 50 City of La Quinta, CA addressed. Connect Community is a great place to collaborate and network with your peers and CentralSquare personnel. Users can go online anytime to get feedback, learn from other users’ experiences, collaborate on projects, and get to know each other. Connect Community social network allows you to:  Join discussion groups  Download user guides  Follow people and places  Share content  View videos and blogs Support Tracking: Our CRM tracking system thoroughly documents each support issue we receive. CentralSquare assigns each question or issue a priority code and a unique number for future reference. Daily, weekly, and monthly reports produced from our tracking system alert management to recurring problems or training issues and enable root cause analysis. Remote Customer Support: CentralSquare uses a system designed specifically for remote support of enterprise software applications via an internet connection. We connect to the City’s data center through a secure Virtual Private Network (VPN). Enhancements to the Software Typically, we provide releases containing new enhancements and features two times per year. We provide releases to all customers with current maintenance agreements at no additional cost. Many new releases require professional services to install or provide training on the new functionality. Your Account Manager works with you to plan upgrades.   Documentation Documentation specialists with extensive knowledge of our software applications write our documentation. Our writers work closely with each product’s developers, trainers, and customer support representatives to ensure that the documentation contains the information clients find most useful. In support of our initiative to be green and give clients easier access to specific training information, CentralSquare provides all documentation in electronic format. Users can easily search, select, and print from online help formats. We provide hard copy manuals for any additional customizations or features added to the program. A documentation list is below: Documentation Type Online Help Electronic Major system overviews for all components   System flowcharts (screen flow) and data flow diagrams   Computer operations and administration procedure   Manuals describing application software   Page 51 City of La Quinta, CA Documentation Type Online Help Electronic Training materials   Sample input documents with data entry explanations   Explanations of daily use of the system, i.e., adding and deleting   Samples of all standard reports with narrative descriptions of all fields  Sample of all online screens, menus, input forms with a description  Data dictionary (available upon request)  System Administration Guide  Report writing presentation  Quick reference guides for applications and specific features  Quick reference fields for data mapping  Unified modeling language and entity relationship diagrams  National Users’ Group The users’ group is an active organization of CentralSquare software users. Its purpose is to advance the effective and efficient use of CentralSquare software applications. The users’ group promotes open communication among members; is a forum for revision and enhancement suggestions pertaining to CentralSquare software and development of new products; and encourages coordination and cost sharing among members. Membership benefits include the ability to submit and rate ideas for product enhancements, and networking opportunities with thousands of CentralSquare software users CentralSquare Annual Conference The CentralSquare annual conference is designed to encourage our customers to engage with our dynamic community. Attendees explore our latest innovations and solutions while learning more effective, efficient uses for their CentralSquare software applications. More than a training event, our users’ conference provides you with the opportunity to hear from industry experts, share achievements, and experience the collaboration between CentralSquare staff and customers. At CentralSquare 2019 in San Antonio, TX, we shared our vision, strategy, priorities, and progress with over 1,600 customers. Page 52 City of La Quinta, CA Safe travel permitting, CentralSquare 2021 is planned for March 14 - 17 at the Gaylord Opryland Resort & Convention Center in Nashville. If you have any questions about the event, please contact us at conferences@centralsquare.com. What to expect:  Keynote Speaker Steve Wozniak  Innovation Zone showcasing the latest concepts from our development labs  Customer Experience Zone collecting feedback on users’ journeys with our solutions  Exhibit Hall including product demonstrations, customer support, and CentralSquare partners  Ask the Experts sessions featuring time with CentralSquare product experts  Breakout sessions discussing best practices and customer stories (c) Process Improvements/Adjustments With Community Development, the City is able to customize its unique projects, planning, permitting, reviewing, inspection, licensing, and code enforcement processes according to each unique record type. All of this can be done without IT or vendor support, allowing the City to operate with agility and flexibility as its needs change. Additionally, we will work with you during implementation using a successful implementation framework to ensure the City gets the most out of our solutions. Page 53 Confidential City of La Quinta, CA Section 2. California Client References The following client reference list is confidential and proprietary information to CentralSquare. This list is furnished and accepted on the express condition that it shall not be duplicated or disclosed, in whole or in part, except to your staff and agents when necessary for evaluation purposes, without prior written consent of CentralSquare. Reference 1 a. Client name Client Project Manager Telephone number Email address Morgan Hill, CA Elizabeth Bassett 408- 310-4632 elizabeth.bassett@morganhill.ca.gov b. Project Description Net New Community Development Cloud Migration c. Project start date End date April 2015 2016/ongoing d. Staff assigned to project As a matter of course, we do not disclose specific project staff. e. Summary of final outcome Live on Community Development in Cloud environment with Advanced GIS; planning to update to latest version release Reference 2 a. Client name Client Project Manager Telephone number Email address Corona, CA Mike Enriquez 951-279-3742 mike.enriquez@coronaca.gov b. Project Description Community Development Premise Migration c. Project start date End date 2016 2017/ongoing d. Staff assigned to project As a matter of course, we do not disclose specific project staff. e. Summary of final outcome Live on Community Development v18 Page 54 Confidential City of La Quinta, CA Reference 3 a. Client name Client Project Manager Telephone number Email address San Gabriel, CA Joe Chen (626) 308-2806 jchen@sgch.org b. Project Description Net New Community Development Premise Migration c. Project start date End date 2016 2017/ongoing d. Staff assigned to project As a matter of course, we do not disclose specific project staff. e. Summary of final outcome Live on Community Development v18 Reference 4 a. Client name Client Project Manager Telephone number Email address Tracy, CA Andrea Cipponeri (209) 831-6444 andrea.cipponeri@cityoftracy.org b. Project Description TRAKiT.NET to Community Development Premise Upgrade c. Project start date End date 2018 2019/ongoing d. Staff assigned to project As a matter of course, we do not disclose specific project staff. e. Summary of final outcome Live on Community Development v18 Reference 5 a. Client name Client Project Manager Telephone number Email address Glenn County, CA Don Rust 530 934-6540 drust@countyofglenn.net b. Project Description TRAKiT.NET to Community Development Premise Upgrade c. Project start date End date 2019 2020/ongoing d. Staff assigned to project As a matter of course, we do not disclose specific project staff. e. Summary of final outcome Live on Community Development v19 Page 55 Confidential City of La Quinta, CA a. Client name Client Project Manager Telephone number Email address Atascadero, CA Luke Knight 805-470-3452 lknight@atascadero.org b. Project Description Net New Community Development Premise Migration, Advanced GIS c. Project start date End date 2016 2017/ongoing d. Staff assigned to project As a matter of course, we do not disclose specific project staff. e. Summary of final outcome Live on Community Development v18 Page 56 City of La Quinta, CA Section 3. Complete Pricing List CentralSquare Investment Summary The following detailed price form is confidential and proprietary information to CentralSquare. Detailed price is furnished and accepted on the express condition that it shall not be duplicated or disclosed, in whole or in part, except to your staff and agents when necessary for evaluation purposes, without prior written consent of CentralSquare. MORE INFORMATION AT CENTRALSQUARE.COM Quote prepared on: December 09, 2020 Quote prepared by: Raul Correa raul.correa@centralsquare.com Thank you for your interest in CentralSquare. CentralSquare provides software that powers over 8,000 communities. More about our products can be found at www.centralsquare.com. WHAT SOFTWARE IS INCLUDED? _____ PRODUCT NAME QUANTITY UNIT PRICE TOTAL GIS Advanced Engine Subscription SaaS Annual Subscription Fee SaaS 1 5,500.00 5,500.00 IVR Subscription SaaS Annual Subscription Fee SaaS 1 7,500.00 7,500.00 Fusion Subscription SaaS Annual Subscription Fee SaaS 1 3,500.00 3,500.00 AnalyticsNOW Annual Access Fee 1 7,500.00 7,500.00 Software Total 24,000.00 USD WHAT SERVICES ARE INCLUDED? _____ DESCRIPTION TOTAL Public Administration GIS Services - Fixed Fee 11,700.00 Public Administration Data Conversion Services - Fixed Fee 5,460.00 Public Administration Consulting Services - Fixed Fee 7,800.00 Public Administration Development Services - Fixed Fee 3,705.00 Public Administration Technical Services - Fixed Fee 4,680.00 Public Administration Project Management Services - Fixed Fee 12,480.00 Public Administration Training Services - Fixed Fee 14,040.00 Services Total 59,865.00 USD QUOTE SUMMARY _____ Software Subtotal 24,000.00 USD Services Subtotal 59,865.00 USD Quote #: Q-25882 Quote expires on: March 08, 2021 Quote prepared for: Tommi Sanchez City of La Quinta 78495 Calle Tampico La Quinta, CA 92253-1504 (760) 777-7077 Confidential MORE INFORMATION AT CENTRALSQUARE.COM Quote prepared on: December 09, 2020 Quote prepared by: Raul Correa raul.correa@centralsquare.com Quote Total 83,865.00 USD WHAT ARE THE RECURRING FEES? _____ TYPE AMOUNT FIRST YEAR MAINTENANCE TOTAL $0.00 FIRST YEAR SUBSCRIPTION TOTAL $24,000.00 The amount totals for Maintenance and/or Subscription on this quote include only the first year of software use and maintenance. Renewal invoices will include this total plus any applicable uplift amount as outlined in the relevant purchase agreement. This Quote is not intended to constitute a binding agreement. The terms herein shall only be effective once incorporated into a definitive written agreement with CentralSquare Technologies (including its subsidiaries) containing other customary commercial terms and signed by authorized representatives of both parties. BILLING INFORMATION _____ Fees will be payable within 30 days of invoicing. Please note that the Unit Price shown above has been rounded to the nearest two decimal places for display purposes only. The actual price may include as many as five decimal places. For example, an actual price of $21.37656 will be shown as a Unit Price of $21.38. The Total for this quote has been calculated using the actual prices for the product and/or service, ra ther than the Unit Price displayed above. Prices shown do not include any taxes that may apply. Any such taxes are the responsibility of Customer. This is not an invoice. For customers based in the United States or Canada, any applicable taxes will be determined based on the laws and regulations of the taxing authority(ies) governing the "Ship To" location provided by Customer on the Quote Form. Confidential MORE INFORMATION AT CENTRALSQUARE.COM Quote prepared on: December 09, 2020 Quote prepared by: Raul Correa raul.correa@centralsquare.com PURCHASE ORDER INFORMATION _____ Is a Purchase Order (PO) required for the purchase or payment of the products on this Quote Form? (Customer to complete) Yes [ ] No [ ] Customer’s purchase order terms will be governed by the parties’ existing mutually executed agreement, or in the absence of such, are void and will have no legal effect. PO Number: _______________________________________ Initials: _____________________________________________ Confidential Page 57 City of La Quinta, CA Section 4. Complementary Services Based on our history with the City, the products and services we recommend meet the City’s current and future land management needs have been described in the previous section. Page 58 City of La Quinta, CA Section 5. Staffing and Project Organization We understand that a well staff and well organization project is a key element to success, and are committed to providing a consistent, excellent experience for you. CentralSquare’s Executive Leadership Team has grown evolved in the past few years; here is a brief introduction to the team: DAVID ZOLET, CHIEF EXECUTIVE OFFICER ____ David Zolet serves as Chief Executive Officer of CentralSquare Technologies. David joined CentralSquare with more than 30 years of experience working in the government technology industry. Prior to CentralSquare, David served as president and CEO of LMI, a management consulting firm with a long history of serving the federal government. Before his time at LMI, David led the North American Public Sector unit of DXC Technology (formerly CSC), which offers solutions and services to support the missions of federal, state, and local government agencies. David has a long history of experience in management, business development, engineering, strategic planning, and customer and government relations, and will use this experience to continue his passion of empowering public servants through innovation. He holds a master’s of business administration from the University of Pennsylvania’s Wharton School, as well as master’s and bachelor’s degrees in electrical engineering from Johns Hopkins University. ADI KAVALER, CHIEF TECHNOLOGY OFFICER ____ Adi Kavaler is CentralSquare’s Chief Technology Officer. With over 20 years of experience launching innovative products and solutions for Fortune 500 companies and startups, Adi brings a wealth of expertise in developing and building award-winning enterprise software. Most recently, Adi co-founded and served as Managing Director of Copia Growth Partners, a business consulting firm focused on high-growth technology markets. Prior to Copia, Adi led the Application Delivery Management business unit of Hewlett Packard Enterprise (HPE) Software, serving as its Global Vice President of Products, Partners and Strategy. Prior to HPE, Adi served as SVP and GM, Global Head of SAP Fiori. Adi holds a degree in computer science and technology management from Open University in Tel Aviv. DAVID GAI, CHIEF CUSTOMER OFFICER ____ As Chief Customer Officer, David Gai leads all aspects of the customer experience post sale, including services, support, and success management. Prior to joining CentralSquare, David served recently as the chief customer officer and head of customer support, education, and professional services for BMC Software. There, he led efforts to transform capabilities and operations of those functions, resulting in significant improvements to service quality, net promoter scores, and profitability. Prior to BMC, David was executive vice president of worldwide services and field operations for JDA Software, a leading provider of end-to- Page 59 City of La Quinta, CA end, integrated retail and supply chain planning and execution solutions. David’s experience also includes head of worldwide services for EMC’s information intelligence division and for BEA Systems, among other leadership positions. KRISTY NITTSKOFF, CHIEF HUMAN RESOURCES OFFICER ____ Kristy Nittskoff leads CentralSquare’s Human Resources department with more than 15 years of HR leadership and business transformation experience. Kristy joined CentralSquare in 2019 from Vista Consulting Group (VCG), where she guided CHROs and other executives on best practices to scale their business for growth. Before joining VCG, Kristy was the CEO of Talent-Savvy where she consulted on talent strategy for growing organizations. She served as the head of HR for Envoy Global and the head of candidate and employee engagement at Mintel. In both roles, she focused on cultural transformation and building high-performing and diverse teams to deliver strong business results. Kristy holds an MBA from DePaul University with a dual focus in Leadership and Change Management and Economics. She graduated from Indiana University with a Bachelor of Science degree in Finance. She is a certified HR professional with active SPHR and SHRM-SCP designations. SARA GRILLIOT, CHIEF FINANCIAL OFFICER ____ Sara Grilliot is CentralSquare’s Chief Financial Officer, running the finance, procurement, and accounting departments for the entire company. Prior to joining the team, Sara was the CFO of ADP’s Compliance Solutions Division where her operational transformation initiative realized more than 300 basis points of EBITDA margin expansion in one year. As VP of Investor Relations, Sara led the investor communication strategy before, during and after a highly successful spinoff which resulted in an increase of the market cap of the combined entity by more than 15% following the spinoff. Before working at ADP, Sara worked for Ernst & Young. She holds a Bachelor of Business Administration and MBA degree from the University of North Florida, and earned her CPA designation in the State of Florida. BRIAN PAGELS, SENIOR VICE PRESIDENT OF SALES ____ Brian Pagels joined CentralSquare in 1998 and has had roles in implementation, strategic development, product management, and sales leadership. As Senior Vice President of Sales, he leads a diverse group of passionate, committed, and mission-oriented account directors/managers that are focused on forging and fostering new and existing, long-term, and rewarding client relationships and partnerships. Brian previously served as the Vice President of Sales for Superion, one of the innovative software businesses that formed CentralSquare. Prior to joining CentralSquare, Brian was a police lieutenant, serving in many roles including patrol and specialized vice units, and proudly served in the U.S. Army. Over 30 years of public sector and first responder experience enables Brian to remain aligned with today’s challenges in the industry. Page 60 City of La Quinta, CA MIKE POTH, VICE PRESIDENT OF PROFESSIONAL SERVICES ____ As Vice President of Professional Services, Mike upholds a consistent model for CentralSquare’s services across its customer base. He also manages the overall profit and loss for the public safety portion of CentralSquare’s business. Mike oversees the teams responsible for delivering implementation services and works to ensure that all CentralSquare customers experience successful projects with smooth Go Lives. As a former Police Executive and having led IT projects for Northrop Grumman and Hewlett Packard, Mike has a wealth of industry knowledge. Prior to his time at CentralSquare, Mike served as CEO of FirstNet, where he implemented and integrated a strategic roadmap to better serve FirstNet’s customers. Most recently, Mike served as the Executive Vice President of the Banjo Corporation. He aims to deliver world-class results through innovation and complex problem-solving. Mike holds a bachelor’s degree in Criminal Justice Administration and a master’s degree in public administration from Arizona State University, and has additional certifications in strategic marketing and executive management. Project Organization Chart This is a sample organization chart for the City’s implementation. No CentralSquare staff members are assigned at this point in the proposal process, but we will make every effort to provide continuity for the City. Page 61 City of La Quinta, CA Project Governance Project Sponsors Customer Project Sponsor: The City Project Sponsor allocates resources, provides strategic direction, and communicates key issues and the project’s overall importance to the City. Sponsors are involved as needed to provide necessary support, oversight, and guidance, yet do not participate in day-to-day activities. CentralSquare Executive Sponsor: Our executive sponsor dedicated to the City’s implementation is a member of the CentralSquare senior management team. Their vested interest in the project’s success creates an environment in which both Project Managers can excel. Staffing Plan The total implementation takes approximately 3-5 months. The following tables represent the staffing requirements for a project of this size and significance. The level of effort required for each functional group may vary after final discovery. Hours are based on a percentage of the workweek. Page 62 City of La Quinta, CA Staffing Plan – La Quinta Functional Role Number of Staff Percent of Time Project Sponsor 1 5 Project Manager 1 40–50 Power Users 2–3 25–40 IT Department 1–2 5 End Users All 5 Staffing Plan – CentralSquare Functional Role Number of Staff Percent of Time Project Manager 1 50 Trainer-Consultant 1 50 GIS Developer 1 25 Conversion Programmer 1 20 Modification Programmer (if required) 1 20 Page 63 City of La Quinta, CA Section 6. Subcontracting Services CentralSquare will provide all products and services used for the City’s implementation. Page 64 City of La Quinta, CA Section 7. Disclosures Like any business of similar size and age, CentralSquare has been involved in certain disputes from time to time in the ordinary course of business. However, there are no recent disputes or legal actions that, in our opinion, would materially impact our financial position or our ability to fulfill any of our present or anticipated contractual obligations. Page 65 City of La Quinta, CA Section 8. Acknowledgement of Insurance Requirements Page 66 City of La Quinta, CA Section 9. Non-Collusion Affidavit Page 67 City of La Quinta, CA Section 10. Acknowledgement of Addenda Page 68 City of La Quinta, CA Section 11. Terms and Sample Agreement Please note the following comments regarding the City’s Terms: City General Terms and Conditions, 14.3, Public Information: CentralSquare requests to be notified in advance of any public disclosure and afforded the opportunity to provide a redacted, publicly viewable version. City Agreement for Contract Services: CentralSquare has included a copy of its then-current Solutions Agreement with its proposal response, which is aligned with the software industry, the software and services set forth in this RFP. CentralSquare is confident through good faith negotiations the parties will arrive at an agreement with mutually acceptable terms and conditions. Please see the following pages for CentralSquare’s sample solution agreement. 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