CitizenserveProposal for City of La Quinta, CA
Permit Tracking and Licensing Software Services –
RFP
Prepared by
Kara McFall, PMP
Online Solutions, LLC (DBA Citizenserve)
800.325.9818 x709
proposals@citizenserve.com
December 11, 2020
5:00 PM
TABLE OF CONTENTS
Table of Contents Page 2
Section 1 – Cover Letter
1.01 – Citizenserve Background, Qualifications, and Experience
1.01.a – Number of Years in Business
1.01.b – Taxpayer Identification Number
1.01.c – Number of Years Permitting Platform Available
1.01.d – Resumes of Project Manager and Key Personnel
1.01.e – Firm Ownership
1.01.f – Subsidiary
1.02 – Statement of Qualifications
1.02.a – Product Description
1.02.b – Implementation Approach
1.02.c – Process Improvements/Adjustments
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Section 2 – References for California Government Agencies Page 47
Section 3 – Complete Pricing List
3.01 – Annual Subscription Fees
3.02 – Implementation, Configuration, and Training
3.03 – Project Management
3.04 – Data Conversion
3.05 – System Integrations
3.06 – Project Pricing Matrix
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Section 4 – List of Complimentary Services and Prices Page 55
Section 5 – Staffing and Project Organization Page 57
Section 6 – Subcontracting Services Page 58
Section 7 – Disclosures Page 59
Section 8 – Acknowledgement of Insurance Requirements Page 60
Section 9 – Non-Collusion Affidavit Page 62
Section 10 – Acknowledgement of Addenda Page 64
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S ECTION 1 – COVER LETTER
December 3, 2020
Tommi Sanchez, Hub Manager
78495 Calle Tampico
La Quinta, CA 92253
Dear Tommi Sanchez,
Citizenserve is pleased to submit this response to the City’s RFP for Permit Tracking and
Licensing Software Services. Citizenserve® is a comprehensive software and service solution for
land management that covers all aspects of application processing, permitting, planning and
zoning, licensing, inspections, code enforcement and complaints, and citizen request
management. The software not only encompasses internal functions, but also provides a user-
friendly portal to enable electronic relationships with citizens, contractors, and businesses
involved in land management processes. Citizenserve offers profound opportunities for
increased service for citizens, efficiency gains, and costs savings.
The major advantages of Citizenserve include the following:
1. A Citizenserve subscription provides you with a world class, integrated solution. All
modules and functionality are included. In addition to the Permitting, Planning and
Zoning, Licensing, Code Enforcement, and Request Tracking modules, your users have
access to the electronic plan review tool, flexible online portal, and integrated
document management with unlimited storage.
2. Your users have secure access from any location. Citizenserve is accessed via any
browser from any device, and thus accommodates remote staff and provides full
functionality in the field.
3. Citizenserve is low maintenance and quick to deploy because there is no hardware or
software to install, secure, and maintain. Our cloud-based system is already designed,
developed, and implemented – Citizenserve customers can start using the software
quickly, like renting space in a high-tech building rather than waiting for a new building
to be built from the ground up.
4. Citizenserve has the best and most comprehensive support in the business.
Citizenserve’s unlimited support includes setting up new permits and licenses; changes
in fees, letters, or codes; the development of an unlimited number of custom reports;
configuration of new workflows; user and technical training; etc.
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1.01 Citizenserve Background, Qualifications, and Experience
1.01.a Number of Years in Business
Online Solutions, LLC (DBA Citizenserve) is a Nevada Limited Liability Company formed on
March 7, 2003. Citizenserve has been in business selling and supporting Citizenserve for over 17
years.
1.01.b Taxpayer Identification Number
Citizenserve’s taxpayer identification number is 57-1152874
1.01.c Number of Years Permitting Platform Available
Citizenserve has been in business selling and supporting Citizenserve, including the Permitting
module, for over 17 years. Citizenserve is a cloud-based software-as-a-service (SaaS) solution
for municipal land management. Land management software and services are the only
software and services the company has ever provided. Our existing client base consists of cities,
villages, towns, counties, and other municipalities with land management functions. We have
over 300 of these public sector customers, some of whom have been using Citizenserve since
the inception of the company.
1.01.d Resumes of Project Manager and Key Personnel
Below is a summary of the qualifications and experience of the project manager and other team
members who will be assigned to the City’s project. We will not be using any subcontractors on
the City’s implementation.
Project Manager: Kara McFall, PMP
Kara has over 20 years of experience as an IT project manager and project executive and has
been a certified Project Management Professional since 1999. In addition, Kara has taught
Project Management classes for over 20 years at various universities, including University of
Oregon, Portland State University, and Concordia University; and co-authored and published a
Project Management Tools textbook when employed by Portland State University. Kara has
been employed by Citizenserve for over 2 years. She has served as the Project Manager for
numerous Citizenserve implementations, including Yavapai County, Arizona; St. Peters,
Missouri; and Peoria, Arizona. Kara has a B.S. in Industrial Engineering from Arizona State
University, a M.S. in Industrial Engineering from Purdue University, and an EdD. in Education
from Portland State University. Kara will be responsible for project management on the project,
including ensuring the requirements of the City are met, overseeing the agile implementation
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process, communication management, risk management, issue management, and quality
management.
Senior Executive: Julie Garvey
Julie is the LLC Manager and runs Citizenserve. Her focus is on customers, software design,
customer implementations, and support. Julie has been developing and implementing business
software solutions since the early 1990s and has extensive experience in software design. Prior
projects include Citizenserve implementations for Sacramento, California; Compton, California;
Gainesville, Florida; and Redmond, Washington. Julie will be overseeing the development team
that delivers twice-monthly updates and enhancements. Julie has been employed at
Citizenserve for over 17 years.
Account Executive: Ray Barker, PMP
Ray Barker is a certified Project Management Professional (PMP). He works with Citizenserve
customers to ensure their implementations go smoothly. Ray has served as account manager
for multiple Citizenserve implementations and is seasoned in providing relationship
management. Ray has an extensive background in information technology. After graduating
with a degree in Industrial Engineering from Arizona State University, Ray started his career
with Andersen Consulting in the late 1980s. Before joining Citizenserve as a fulltime employee,
Ray served as Vice President of Academic Technology at Education Management Corporation
(EDMC), overseeing a production web application serving 140,000 students. Ray will be
responsible for a smooth transition from contract to project kickoff, ensuring that the needs of
the City are met, and serving as a point of escalation. Ray has been employed at Citizenserve for
9 years.
Engagement Manager, Daniel Burt
Daniel has a bachelor’s degree in Public Policy from Arizona State University. Daniel has been
employed by Citizenserve for 9 years. Daniel has recently led implementations with Norfolk,
Massachusetts; St. Charles County, Missouri; Urbana, Illinois; Mount Prospect, Illinois; and
Merriam, Kansas. Daniel will be responsible for leading the implementation of the Citizenserve
modules/functions and will also be the lead on training and support for these
modules/functions. Daniel is skilled at communicating with clients to understand requirements,
configuring Citizenserve to meet the requirements, suggesting process improvements,
developing and testing data conversion scripts, and testing Citizenserve implementations to
ensure issues are discovered in a timely manner. Daniel has also provided post project support
for multiple customers, ensuring continuity in the relationship and the most effective support.
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Solution Architect, Syama Pisapati
Syama is the lead solution architect at Citizenserve, oversees the other system integrators, and
has completed many integrations between Citizenserve and other systems. Syama has been
employed by Citizenserve for over 17 years. Syama has completed integrations for multiple
Citizenserve implementations, including Sacramento, California; Fairfield, California; and
Redmond, Washington. Syama has a Master’s Degree in Information Systems from Arizona
State University and a B.S. in Mechanical Engineering from Birla Institute of Technology and
Sciences. Syama will be responsible for developing and testing the Citizenserve integrations.
Data Migration Lead, Lisa Amaral
Understanding the data sources is critical in a successful conversion. Lisa will be responsible for
reverse engineering the data structures in the City’s legacy system and writing the SQL scripts
to move each case type to Citizenserve. Lisa has over 20 years of experience working with
databases and data sources, including Microsoft SQL Server, Oracle, Lotus, Informix, Access,
and Excel and has a deep understanding of legacy systems. Lisa was lead software developer for
a multi-million-dollar software redesign and rewrite of a pharmaceutical benefits management
software system at McKesson before joining Citizenserve as a fulltime employee in 2012. Lisa
has completed dozens of data migrations into Citizenserve from a variety of land management
legacy systems, including Yavapai County, Arizona; Peoria, Arizona; and St. Charles County,
Missouri. Lisa has a degree in Paper Science and Chemical Engineering from the University of
Wisconsin, Stevens Point.
1.01.e Firm Ownership
Online Solutions, LLC (DBA Citizenserve) is a Nevada Limited Liability Company formed on
March 7, 2003; the two owners are James Garvey and Julie Garvey.
1.01.f Subsidiary
Citizenserve is not a subsidiary of another company.
1.02 Statement of Qualifications
1.02.a Product Description
Citizenserve is a browser-based SaaS application that is device and browser independent; it can
be accessed from any desktop, laptop, tablet, or other mobile device. Citizenserve is a
comprehensive community development solution; all modules are integrated and included in
the subscription. The integrated nature of Citizenserve means that you will not have to re-enter
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the same information in multiple modules; all of Citizenserve’s modules use the same database
and data. We have provided information on Citizenserve’s modules and tools below.
Permitting
Citizenserve permitting software accommodates multiple types of permits, including any permit
developed as part of the City’s project and any future permits the City adds. You can add an
unlimited number of permit types in Citizenserve. Permits, inspections, and associated
workflows can be designated by department/function.
The workflows and inspections for building, electrical, plumbing, mechanical, and other permits
that require an inspection can be quickly and easily built. With Citizenserve’s flexible workflows,
the City can quickly build the permits and associated workflows to accommodate an unlimited
number of permit types, each with the associated workflow routes and due dates. Citizenserve
will build the permits and associated workflows for the City’s scope of work during
implementation; if future permits are added or current permits are changed, this work is
covered in Citizenserve’s unlimited support at no extra charge.
Your contractors, developers, engineers, and property owners can apply for a permit, upload
digital construction plans, pay application fees, and check on the status of applications online
through the Citizenserve online portal; staff can also enter permit applications and upload
digital construction plans at the counter or in response to emailed applications. Workflows can
be configured to determine the appropriate route based on a variety of criteria such as permit
type, property details, and specific fields in the application. Conditions can be configured for
permit applications that prevent their submittal from the online portal, for example, if the
Customer or property does not match the City records loaded in Citizenserve. Permits are
automatically associated with the property and address.
Permit reviews are activities in a workflow and can be configured to dynamically route a permit
application to different departments or individual users based on the information entered
during the review. Citizenserve’s role-based security enables you to decide who can view
permit information and feedback. Citizenserve maintains a complete, timestamped history of
all actions taken on a permit.
An unlimited number of permit application types can be created. Each application type can
have an unlimited number of custom fields that are integrated with the online or citizen
application. Each custom field can be controlled to determine if it appears on the citizen
application on the online portal. An unlimited number of permit documents can be created,
including permits, placards, certificates of occupancy, etc. Each permit document can have
mandatory or warning conditions based on issues with the file, such as a contractor who has a
balance due or whose license is expired. Custom rules will ensure that permits are not issued
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without the required approvals. The City can specify the statuses associated with milestones in
each workflow, such as Approved, Denied, Pending Expiration, etc.
Citizenserve can accommodate complex fee structures, and all fee schedules can be end dated
to ensure that the correct fees are applied. Citizenserve will develop the fee structures for each
of the City’s permits during implementation; maintenance of the fee structures is included in
Citizenserve’s unlimited support. Citizenserve maintains fee balances and a complete history of
fee payments and can accommodate and track payments that cover multiple fees. It’s easy to
add a custom fee to a permit or license on the fly.
For building permits, inspections can be requested after construction begins through the online
portal, and inspectors can enter inspection results directly from the field using a tablet, laptop,
or other mobile device. In addition to adding and updating permit information from the field,
inspectors with the proper role can also add or edit property and owner information from the
field. With the Electronic Plan Review tool, you can measure distances and add comments,
shapes, and highlights to plans and documents. After the final inspection has been completed,
you can easily generate a certificate of occupancy that can be printed, emailed, or downloaded
by the applicant, contractor, or property owner. Citizenserve enables inspectors to track their
time spent on inspections.
You can view demos on Citizenserve’s permit solution at:
https://www.citizenserve.com/portfolio/#category_id_17
Planning and Zoning
Citizenserve planning and zoning software completely automates the processes associated with
application, review, routing, resubmittals, and public notification. Applicants can submit
applications, attach construction plan documents, pay application fees, and view the status of
their applications through the online portal. Applicants can submit project applications that
include multiple parcels and addresses. Applications are automatically routed to the
appropriate reviewers based on your workflow routes. Plan reviewers have access to
searchable electronic reference materials including building code handbooks, GIS layers, and
property history.
You can track due dates for public notices and legal advertisements based on the hearing dates
you select. Citizenserve’s user friendly calendars enable staff and supervisors to view individual
or consolidated schedules to enable decision making and task prioritization and scheduling.
Property data is handled the same for all Citizenserve modules. Parcel relationships include
multiple addresses, buildings, and contacts. Alerts can be set on parcels; for example, an alert
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can be set to prompt for administrative approval when an address cannot be verified.
Documents can also be attached to parcels, applicants, and projects.
You can view demos on Citizenserve’s planning and zoning solution at:
https://www.citizenserve.com/portfolio/#category_id_35
Plan Reviews
You can create customized workflows that mimic your plan review process and digitally and
visually track plan review status and comments. Workflow status can be tracked internally by
City staff, while the customers, contractors, and developers can check on the status of a permit
on the portal. Each application type can have a specific review route or workflow route, and
each workflow route can contain different activity types and assignments; activities can be
assigned to occur linearly or in parallel. An unlimited number of activity types can be created in
Citizenserve. Each activity can have a specific form or custom fields and template outputs. A
review activity can be completed and a template email generated to be sent to the contractor
or other people involved in the project. Alerts can be set on parcels, applicants, and permits; an
example alert for a parcel is to prompt for administrative approval when an address cannot be
verified. Documents can also be attached to parcels, applicants, and permits.
You can view a demo on Citizenserve’s workflow routing at:
https://www.citizenserve.com/portfolio-view/workflow-routing/
We understand the City is using Bluebeam for its electronic plan review, and have included
integration to Bluebeam Studio Prime as part of our proposed solution. However, a Citizenserve
subscription includes robust Electronic Plan Review tools to enable professional, engineering-
level reviews. Our review tools include tools to measure areas and linear distances and
accurately scale drawings. The Electronic Plan Review tool supports electronic plan comments
by adding notes, standard comments, highlights, measurements, and other annotations. Each
user can enter individual notes, highlights, measurements, stamps, and other annotations; the
markup shows who made the entry and can filter entries to only show all, some, or only a single
user’s markups. We have included this information in case the City wishes to use this integrated
tool.
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Measure Areas and Linear Distances with Citizenserve’s Review Tools
Create Customizable Custom Lists of Electronic Plan Comments for Each Department
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Create and Share Custom Stamps
You can view a demo on Citizenserve’s Electronic Plan Review tool at:
https://www.citizenserve.com/building-permit-software/citizenserve-document-markup-tool/
Licensing
Citizenserve licensing software automates the application, payment, review, and renewal of
business, contractor, trade, and other licenses. An unlimited number of license applications can
be created with an unlimited number of custom fields and one or multiple review or workflow
routes. Businesses can submit applications, upload copies of required documents, check on the
status of applications, and pay application fees through the online portal. You can create
customizable deficiency checklists based on application types and quickly generate and email
Deficiency Notices. License documents can be configured with mandatory or warning
conditions. If an inspection is required before issuance, Citizenserve can automatically notify
inspectors of pending applications and required inspections. Upon final approval, generate
License Certificates and ID cards that can be mailed, emailed, or downloaded from the portal.
When it comes time for renewal, you can create batch email or mail renewal notices quickly.
During implementation, we will configure custom renewal processes based on the City’s
required processes. Renewal letters can direct businesses to the online portal for renewal and
payment. Citizenserve can be configured to automatically calculate penalties and interest for
late renewals. License holders can submit required documentation such as proof of identity and
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insurance verification through the online portal as part of their renewals, or your staff can enter
renewal information at the counter. You can view demos on Citizenserve’s licensing solution at:
https://www.citizenserve.com/portfolio/#category_id_19
Request Tracking
While the City did not request citizen request tracking capabilities, this functionality is included
with a Citizenserve subscription; we have therefore included this information in case the City
elects to implement the functionality at a later time.
Citizenserve request tracking software automates the assignment, routing, and fulfillment of
your citizens’ complaints and service requests. Citizens can submit complaints or requests on
the City’s website through the Citizenserve online portal. With configurable automatic routing
based on request type, appropriate staff are notified and can respond to a citizen’s request
immediately. City staff can communicate with your citizens effectively and efficiently using
Citizenserve’s automatic notifications, automated letters, and email templates.
Code Enforcement
While the City did not request code enforcement capabilities, this functionality is included with
a Citizenserve subscription; we have therefore included this information in case the City elects
to implement the functionality at a later time.
Citizenserve code enforcement software completely automates the process of opening cases,
scheduling inspections, recording violations, and coordinating resolutions. Property ownership,
inspection results, photos, notices, violations, and notes become an electronic record of each
case. The Code Enforcement module is part of Citizenserve’s integrated solution, so code
violations are visible in other modules such as the Permitting and Licensing modules.
We would work with the City to configure business rules in Citizenserve to automatically route
complaints to the appropriate department for quick action. Individual workflows can be
configured for multiple violation types, and violation types can be associated to multiple
permits and permit types, with relevant code violations. Code cases can be prioritized and
escalated. Inspections can be scheduled automatically according to complaint type, or can be
added manually.
Citizenserve’s robust case management capabilities enable code enforcement cases to be
created with multiple violations, and each violation can be tracked and resolved separately. An
unlimited number of people, businesses, and other contact types can be associated with a case,
and each person or entity can have a different association with the case. An unlimited number
of notice or letter types can be created; each letter type can be completely customized, and
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letters can initiate database processes such as fee assessment or file status changes. Code
enforcement case processes can take a case from courtesy notice, citation, abatement, to
court. Violations can also be associated with specific permits or licenses.
As a fully mobile solution, code enforcement inspectors are notified of inspections due and can
look up property ownership information; enter their findings from an inspection; add violations;
take and attach photos; generate tickets, notices of violation, or warnings; close violations after
verifying the required fix; and schedule re-inspections – all in the field from a tablet or laptop.
Enforcement documents can be generated in the field using an iPad or other mobile device and
Bluetooth printer.
You can view demos on Citizenserve’s code enforcement solution at:
https://www.citizenserve.com/portfolio/#category_id_18
Inspections
Citizenserve supports the creation of an unlimited number of inspection types. Inspections are
activities in Citizenserve, and all activities can be set up as custom forms with template outputs.
Each inspection type can have a specific form or custom fields and template outputs such as an
inspection report. Templates can be created as letters, emails, or any other combination of text
and graphics. Forms and documents can be changed, and configuration changes made, on the
fly with no system downtime.
Citizenserve is device and browser independent, so your inspectors can access the full
functionality of Citizenserve from the field. For example, a building inspector can receive an
inspection request while in the field, complete the inspection while on the construction site, fill
out the inspection form, and generate an inspection report for emailing or mailing to a citizen
or contractor. As a fully mobile solution, inspectors are notified of inspections due and can look
up property ownership information, fill out an inspection report, add violations, take and attach
photos, mark up images, generate tickets or notices of violation, and schedule re-inspections –
all in the field from a laptop, iPad, Surface, or other mobile device. Your inspectors can write
tickets for violations from the field using a mobile device, provide a signature, and print tickets
using a Bluetooth printer. Pictures can be added directly from device cameras.
Your inspectors can select from multiple code sections, including building, property
maintenance, fire, health, or environmental codes. As part of Citizenserve’s unlimited support,
we will ensure that both your building and non-building codes are kept current. Citizenserve
enables violations and tickets to be easily displayed on maps or other management reports;
parcel data can be retrieved by clicking on the map layer. Inspectors using iPads and other
devices that support speech-to-text can also add inspection comments using speech-to-text.
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Citizenserve has a built-in device and browser independent calendar feature that allows
inspections and tasks to be easily assigned and managed. When tasks or inspections are
assigned to a user there is an option to have an email reminder sent. The email can contain an
ICS file that adds an appointment to the inspector’s Outlook or Google calendar. Your
constituents can also schedule inspections through the online portal. Citizenserve provides the
ability to view the locations of your inspections due. We will assist you in loading your GIS
layers such as zoning districts and parcel lines so you can view or look up inspections due on a
map. The following pages show an example inspection conducted from an iPad.
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In this scenario, the
Inspector opens
Citizenserve on his iPad
and selects an
inspection to be
completed from his
calendar.
Staff can customize
their dashboard to
display appointments,
tasks, key performance
metrics, etc.
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The inspector switches to
landscape view and
completes the inspection
from the field. He can access
the full history from the field.
Available tools enable him to
retrieve and mark up plans
through the Electronic Plan
Review tool, add violations,
schedule a follow up
inspection, upload documents
and photos, generate form
letters, or send emails.
The inspector can copy
comments from a previous
review, open the common
comments book, or add
manual comments.
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He can also type
or use voice to
text to create his
own comments.
The inspector
selected the
common
comments book
tool and checks
applicable
comments to
use in this
inspection.
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The inspector
can preview
and edit the
inspection
report prior to
sending.
This report
includes a
photo taken
on site, the
inspector’s
comments,
and electronic
signature.
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Online Portal
Citizenserve provides a configurable and customizable online portal that allows citizens,
developers, contractors, and businesses to participate electronically in the processes of
permitting, planning and zoning, licensing, code enforcement, inspections, and requests. The
portal can be configured as a link off of the City’s website. The portal has been built into the
solution from the beginning, meaning users are provided with a cohesive and optimized
interface. All portal pages use responsive design, which means the forms morph into the
available form factor, automatically resizing to fit the user’s device.
The image below shows one configuration of the portal for the fictitious Town of Buena Vista.
Visitors can learn about, apply for, and pay for fees for licenses, permits, and development
projects and can submit code complaints or requests for services. We can easily tailor the portal
configuration to only show the information and applications relevant to your implementation.
Sample Configuration of the Citizenserve Portal
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There is enormous flexibility in configuring applications to meet an individual municipality’s
needs. We will work with the City during implementation to determine the different types of
applications and the requirements for each type; we can replicate existing applications or make
improvements and changes as desired. Applications can be configured to include the required
fields, all explanatory and warning text, City-specific graphics and logos, all contacts related to
an application (contractor, developer, property owner, etc.), and any other data or information
required. Applications can also be configured to indicate which fields are mandatory, the
required documents that must be uploaded, and whether a signature is required. Custom fields
can be added if needed at no additional charge; all custom fields are available for reporting and
metrics. Applicants can save in-process applications for completion at a later time.
The portal can be configured so that customers who submit permit applications have access to
the status of their applications. The below screen shot shows the options that have been
configured in a drop-down to enable a customer from the My Requests screen to view all
permit and business license applications, code complaints, and requests; currently the option
for View My Permits is selected. Please note that the drop-down is fully customizable to meet
the City’s requirements.
My Requests Screen Available to Customers from the Portal
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Below is a screenshot that shows a partial view (due to space constraints) of the View Permit
screen that is accessible by a customer from the portal; the tabs for Permit, Review,
Documents, and Inspections show the status information that is available to the applicant. It’s
easy for staff and customers to collaborate through the information, documents, and inspection
requests on the online portal, or through staff emails and letters generated within Citizenserve.
Because the portal and Citizenserve modules all use the same database, data entered and
documents uploaded by staff are immediately available to the applicant on the portal, and
applications, documents, and data entered by the applicant are immediately available to staff.
Online Portal View Permit Screen
One critical feature in Citizenserve is the ability to set User Notifications and Assignments for
each permit and case type so staff and departments are notified when citizens, contractors, and
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businesses take action on the portal. For example, if a staff member requests a revised
construction plan document, the notification matrix will let the staff member know when the
document is uploaded.
Sample Citizenserve User Notifications and Assignments Configuration Screen (Permitting)
You can view demos of Citizenserve’s online portal at:
https://www.citizenserve.com/portfolio/#category_id_34
Application Tracking and Workflows
Workflows can be easily configured and changed in Citizenserve, and staff users can quickly
identify the status of each of the steps in the workflow for permits and licenses. The below
example shows the Review steps in the workflow for a building permit. The application has
completed the Application Intake and Application Review steps and has completed the
Required Inspections, and is awaiting Application Review by the Fire, Planning and Zoning, and
Building Departments before the Review is complete.
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Staff View of a Building Permit Route Display
2.01.10 GIS Functionality
Google Maps and all associated functionality are built into Citizenserve, and we can easily pull your GIS layers into Citizenserve. We
are experienced in creating interfaces to ESRI ArcGIS systems via secured REST services, and have included this integration point for
the City. Standard overlays include zoning districts and parcel layers/maps. We have included a quarterly update of County parcel
data in our bid.
You can use Citizenserve’s mapping functions to track inspections and other tasks. You can display all tasks assigned to a user, filter
by types of tasks such as inspections, and further filter by the type of inspection or review. Citizenserve’s map viewing options are
fully customizable.
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Fee Calculations and Payment Processor Integration
Citizenserve can accommodate complex fee structures, and all fee schedules can be end dated
to ensure that the correct fees are applied. Citizenserve develops the fee structures for each
permit, license, and project type during implementation; maintenance of the fee structures
post go live, including changes in calculations and the addition of new fees, is included in
Citizenserve’s unlimited support.
Citizenserve can accommodate two fee types: manual fees and automatic fees. Automatic fees
can be based on permit, project, or license type; custom application information; and valuation.
Automatic fees can be set up for ranges or specific values; Citizenserve can also calculate fixed
fees or variable fees against application data. Citizenserve also calculates late fees. Manual fees
are fees that can be manually (and quickly and easily) added by a user. Fees can be paid with a
variety of payment types, including deposit and bond payments.
Mobile Capabilities
Citizenserve is fully functional in the field: there is no distinction between desktop or tablet
users. Citizenserve uses a device and browser independent architecture. There is no software
required on the local desktop or device. Activities that can occur from the field include:
Inspections. For inspections required for permits and business licenses, an inspector can
receive an inspection request while in the field from a tablet or laptop, complete the inspection
while onsite, fill out the inspection form, and generate an inspection report for mailing or
emailing to a contractor, citizen, developer, or business owner. Inspectors can look up property
ownership information, add violations, take and attach photos, generate tickets or notices of
violation, and schedule re-inspections – all in the field from a mobile device. The inspection
forms use a responsive design, which means the forms morph into the available form factor,
automatically resizing to fit the user’s device.
Complaint Tracking and Inspections. Citizenserve’s mobile capabilities enable your inspectors
to perform inspections associated with complaints and enter their findings from the field. Using
an iPad or other mobile device, inspectors can enter their findings from an inspection, including
uploading photos taken in the field and other documents. Notices of Violation, Warnings, and
other enforcement documents can be generated in the field using an iPad or other mobile
device and Bluetooth printer. (Note: this information is provided for informational purposes
since the City did not specify complaint tracking as part of the scope. Complaint and request
tracking are included with the subscription and can be implemented at a later time if the City
elects to add the functionality.)
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Code Enforcement. Code inspectors are notified of inspections due and can look up property
ownership information, add violations, take and attach photos, generate tickets or notices of
violation, and schedule re-inspections while in the field from a tablet or laptop. (Note: this
information is provided for informational purposes since the City did not specify code
enforcement as part of the scope. Code Enforcement is included with the subscription and can
be implemented at a later time if the City elects to add the functionality.)
Online Portal. Citizens, contractors, business owners, and other constituents can access the full
functionality of the online portal from any mobile device. Constituents can submit applications,
check on status, pay fees, request inspections, and all other portal functionality from their
mobile devices.
Reporting Capabilities
The development of an unlimited number of custom reports is included in the Citizenserve
subscription. Citizenserve reports can be tabular, maps, and charts. The reports are rendered in
HTML and the software has built-in features to interactively display data. HTML can be used
within the reports; for example, a link to a GIS system or a graphic displaying status can be
included within a report.
The reports are interactive; a click on a map report will show the underlying tabular information
and provide a link to the underlying file, such as a permit. Citizenserve also supports merge
reports where the information from the report is merged with a template letter or email;
merge reports can save a copy of the letters generated to the respective files. Tabular reports
can be exported to CSV/Excel format. All reports can be put on the online portal for public
consumption, and reports can be placed anywhere on the portal pages.
Reports can also be used to create special features, such as a property zoning lookup. Reports
can perform processing, such as a report that generates invoice statements, late fees, or
penalties, and can be added to the file. Any report can be saved as a PDF for archiving; tabular
reports can be exported to CSV format for input into other systems.
There is a built-in end-user reporting wizard in Citizenserve that allows non-technical users to
design their own reports and share the reports with others. The reporting tool allows you to
report on any custom fields in the database. End users can create their own tabular, map, chart,
and merge reports.
If the City prefers, users can request the development of a custom report at any time as part of
Citizenserve’s unlimited support. Citizenserve has same-day turnaround on most reports. Our
staff will create a SQL script in a stored procedure that is rendered by the software and can
contain process features and HTML. The SQL scripts create maximum flexibility.
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The following link is to a video overview of the Citizenserve reporting features:
https://www.citizenserve.com/portfolio-view/reporting/
Below is an example Permits Issued map report from Citizenserve:
Sample Citizenserve Map Report
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Citizenserve has a robust offering of standard reports; a partial list is depicted below:
Partial List of Citizenserve Standard Reports
User/Role-Based Dashboards
Citizenserve provides multiple dashboards to enable your users to quickly obtain the
information they need. Dashboards are very easy to configure and change by simply selecting
the desired metrics from a list of available metrics, or Citizenserve will create a custom metric
containing the data a user requests as part of our unlimited support. The user dashboards are
flexible and can be configured to meet the specific needs of individual users filling different
roles. We have provided one example of a dashboard below for Lucas Andrews, a code
enforcement supervisor. Lucas has configured his dashboard to show open code cases, pending
tasks for his department by user, inspections due this week for his department, and unassigned
inspections. The items in blue indicate the availability of drill down information for each item.
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Sample Citizenserve Dashboard for a Code Enforcement Supervisor
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Clicking on the map icon opens a map view of Lucas’ tasks that are due today:
Map View of Lucas’ Tasks, Due Today
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Each user can configure his or her individual dashboard to display the metrics of interest, and
it’s easy to request custom metrics from Citizenserve’s Support Center, at no additional charge.
The My Metric Settings popup enables each user to configure his or her dashboard
Citizenserve Security
Citizenserve has never had an electronic or physical security breach. Citizenserve is scanned
daily by Intel McAfee Secure and Symantec (Qualys) for vulnerabilities and malware.
Citizenserve uses Symantec Secure Site Pro with Extended Validation SSL Certificates. We also
employ Barracuda Cloud Email Security Essentials to stop email-borne threats. Citizenserve uses
secure FTP for data transfers and HTTPS for any web service interfaces.
Citizenserve has cyber security insurance in its coverage package that will name the City as
additional insured.
Data Encryption. The entire Citizenserve database is encrypted. Client data is encrypted at the
browser level using a VeriSign encryption certificate; data cached in the browser is encrypted as
well. Citizenserve uses a Verisign certificate and all data sent over the internet is encrypted
using HTTPS.
Auditing Capabilities. A log of failed login attempts is monitored and maintained. A log of
successful logins is monitored and maintained with IP address, operating system, and browser
version. Each file has a transaction/history log noting important changes to the file and who
performed the change with a date and time stamp; this history is never deleted.
Firewall. We have firewalls with intrusion detection enabled; the firewall is monitored
continuously with alerting. Features and protection types include:
• Stateful packet filtering – rule-based port and device access to resources.
• GeoIP – Allows traffic filtering based on geographic location.
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• Gateway Anti-Virus – Enforces virus scanning on all incoming data for HTTP, FTP, and
SMTP.
• Intrusion Prevention – Protects against agent and script-based attacks.
• Anti-Spyware - Protects against specific trojan and adware-based attacks.
• Botnet filtering - Blocks connections to/from Botnet Command and Control Servers.
• Real time alerting – Monitors and alarms at critical conditions.
• Syslog and analysis – Provides long-term log recording and traffic analysis.
Physical Security. We limit the people who have direct access to the database and
infrastructure. Citizenserve uses an encrypted virtual private network (VPN) for security
between facilities and data centers and a dedicated transport between the primary data
centers. Backups are maintained in the data centers and standby facility; any external transport
is encrypted.
Physical security is managed by the Iron Mountain Data Center. Iron Mountain employees or
contractors do not have logical access to Citizenserve systems hosted within their data centers.
Access to the data centers is restricted through controlled card access systems. Data halls are
secured with at least two-factor authentication.
Additional information about the facilities can be found at the following links:
http://www.ironmountain.com/digital-transformation/data-centers/locations/phoenix-data-
center
http://www.ironmountain.com/digital-transformation/data-centers/locations/new-jersey-data-
center
Authentication Controls. User accounts can be added or end-dated through the administrator
features in Citizenserve via a support request. Users are notified via email when their account
has been set up and are provided with their user ID and a temporary password.
Citizenserve supports a variety of password setting by customer. Strong passwords can be
individually enforced; the number of login attempts allowed and password expiration timeline
can also be chosen and enforced individually. The online portal has different password
requirements and citizens can use the same password perpetually.
User accounts can be deactivated at any time through the administrator features in
Citizenserve via a support request. We recommend deactivating accounts rather than deleting
them to maintain work history. A user account is typically marked as inactive if it is not being
used to preserve the work history of the individual user.
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Role-based Security. Security in the system is role-based. All Citizenserve file types, permit
types, license types, activity types, and templates have a scope that can be shared for sub-
departments or departments only. Departments set up roles such as manager, read-only, etc.
Roles are added to users and the rights for each department and sub-department roll up into a
security matrix for each user. Specific rights can also be controlled for access to different
application features, such as Code Compliance or Permitting. The ability to access fee tracking
and edit payments are also available, as well as the ability to edit and add properties.
Sample Citizenserve User Setup, Including Role Assignment
Each department/sub-department can set up roles that are assigned to users. Each department
can have different roles and assign rights to create, view, modify, delete, delete file, edit closed
files, edit completed items, assign activities, and accept activities.
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Sample Citizenserve Roles Screen
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Sample Citizenserve Role Setup Screen (Manager – Building Role)
Required Hardware and Software
Citizenserve is a cloud-based application; no server hardware or software are required. Access
to Citizenserve is via a browser. Citizenserve is browser and device independent from both
desktop and mobile devices. Citizenserve uses Microsoft SQL Server.
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1.02.b Implementation Approach
Agile Implementation Process
We follow an agile methodology for our project implementations; our approach includes the
following elements.
Completion of the Setup Checklist: The Citizenserve account manager will provide a Setup
Checklist of supporting documentation that will be required to begin the setup. The supporting
documentation typically includes items like copies of permit applications, fee structures,
notices and forms, etc. The City’s team will work to gather all of the documentation and
information included in the Setup Checklist. Gathering all of the documentation on the setup
checklist prior to project kickoff ensures the most efficient implementation.
Project Kickoff: The project kickoff meeting includes the key City and Citizenserve team
members. The Citizenserve project manager will work with the City’s project manager to
develop the agenda for the kickoff meeting and any supporting materials such as a PowerPoint
presentation. Key components of the project will be discussed including roles, responsibilities,
timeline, and objectives. The Citizenserve project manager will provide a report summarizing
the meeting and assigning action items.
Initial Setup: The Citizenserve engagement manager will work from the information on the
Setup Checklist to configure the system; typically, the initial setup comprises 50% of the entire
setup.
System Walkthroughs: Once the initial setup is complete a weekly meeting will be scheduled
with the client team and the engagement manager. During the walkthrough meetings, the team
will review each area of the system and make a list of changes or additions. The walkthroughs
are an iterative process that allows the client to clarify or improve upon existing processes and
the Citizenserve engagement manager to configure Citizenserve to support those processes.
Data Conversion: We will be performing data conversion by module/function. The City has
noted that their legacy system is TRAKiT, which is a fairly common legacy system that should
pose no unusual challenges for data migration. Once the setup for a module/function is nearly
complete, the Citizenserve team will begin creating programs to convert and import the related
data; this process cannot take place until all custom fields for the module/function that are
related to the legacy system have been identified and configured in Citizenserve. The City team
members will have the opportunity to review the converted data; changes will be made to the
conversion script as needed. The data conversion import can be modified and run as many
times as needed to ensure the accuracy of imported data.
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Configuration of the integrations. The City has requested integrations to common external
systems that are performed routinely on Citizenserve projects; in some cases we will use
existing web services to reduce the time required to develop the integrations. The
requirements for the configuration of the integrations will be gathered during the weekly
walkthroughs. The Citizenserve system architect will develop or tailor the scripts for the
integration points on the Citizenserve side (development of code to export data from or accept
data into Citizenserve); if an API is not available, the City’s technical resources will be
responsible for developing the code to export data to Citizenserve or accept data from
Citizenserve. The City’s team will test the data exchanged between Citizenserve and the
external systems and will provide feedback on needed changes.
Training: The key users who engage in the weekly walkthroughs will be fully trained by the time
of go live after having spent time each week reviewing the screens, workflows, fee structures,
templates, etc. and practicing before the next meeting. Prior to go live, staff members will be
trained online in small groups. Each training session will focus on that group’s core job
responsibilities. Most users attend one or two training sessions that last up to four hours;
additional one-on- one training sessions can be scheduled for users who would benefit from
additional training.
Our traditional approach to training is to conduct training via web conferencing in small groups,
and the vast majority of our customers employ this method of training. With web conferencing
we can transfer screen control to the users so they obtain experience using the system during
training. Any of the web conferences used for training can be recorded and edited for later
viewing.
Go Live: Final data is typically provided on a Friday afternoon. Over the weekend all test data is
removed from the system and the data is imported. The weekly walkthrough meetings typically
continue for 2-4 weeks after go live to identify any issues or changes that could be beneficial;
the City decides when they are comfortable with the system and no longer require the weekly
walkthrough meetings.
Ongoing Support: Users can request support for any needs or questions through the
Citizenserve support center. Response time to a support request is within 4 hours; urgent
requests receive a response within an hour. Our support staff members are available to help
you utilize existing and new features, add new permits and licenses, change fee structures,
develop an unlimited number of custom reports, modify your setup for process changes as
needed, provide training, etc.
Project Management
Citizenserve’s project management approach includes the following elements:
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Initial planning. The Citizenserve project manager will work with the City’s project manager to
identify the members of the City’s project team by department and plan the work required to
complete the configuration of the software.
Creation of a project work plan. The Citizenserve project manager, with input from the City’s
project manager, will create a project work plan for each department that details the work to
be accomplished, the resources assigned to each task, and deadlines for completion.
Management of scope and schedule. The project work plan provides the roadmap for the
project; the Citizenserve project manager will ensure that the project is progressing according
to the plan and meeting milestones. The Citizenserve project manager will be responsible for
ensuring that all of the work required to go live is accomplished accurately and on time.
Communication management. The Citizenserve project manager will use the following
Communication Management Plan to manage the City’s Citizenserve implementation project.
Message Audience Delivery Method Delivery
Frequency
Communicator
Project kickoff City Executive/
Project
sponsor(s)
City team
Citizenserve
team
Web conference Start of project Citizenserve
project manager
City project
manager
Walkthroughs City team Web conference
Meeting Minutes
Weekly
throughout
project and 2 –
4 weeks (or
longer) post
Go-Live
Citizenserve
engagement
manager
Issue Log City team
Citizenserve
team
Email/Summarized
as needed
As needed Citizenserve
project manager
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Message Audience Delivery Method Delivery
Frequency
Communicator
Project
Schedule
Changes
City executive/
Project
sponsor(s)
City team
Citizenserve
team
Email if minor
Web conference
meeting if major
As needed Citizenserve
project manager
Closeout Report City executive/
Project
sponsor(s)
City team
Citizenserve
team
Email End of project Citizenserve
project manager
Citizenserve Communication Management Plan
Management of resources. The Citizenserve project manager will ensure that the right
resources from our team are available when needed; the City’s project manager is responsible
for ensuring that the right resources from the City are available when needed.
Management of quality. The Citizenserve project manager will oversee testing of the
configurations, conversions, and integration points to address any issues prior to go live and will
manage the project’s issues list. The City’s project manager will be responsible for identifying
key resources from each department to user test the configurations, conversions, and
integration points prior to go live to identify any issues.
Issue tracking and resolution. The Citizenserve project manager will oversee the
documentation and tracking of all issues that arise on the project and will work with the City’s
project manager on issue resolutions. Issues will be marked resolved on the issues list when
both the Citizenserve and City’s project managers confirm resolution.
Training
Web-based training led by the project’s engagement manager is included as part of the
implementation costs, and Citizenserve’s unlimited support includes unlimited web-based
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training. The City can save staff time by relying on Citizenserve to provide needed training
during and after the implementation.
The key users who engage in the weekly walkthroughs will be fully trained by the time of go live
after having spent time each week reviewing the screens, workflows, fee structures, templates,
etc. and practicing before the next meeting. Staff members are trained prior to go live. Our
traditional approach to training is to conduct training via web conferencing in small groups, and
the vast majority of our customers employ this method of training. With web conferencing we
can transfer screen control to the users so they obtain experience using the system during
training. Any of the web conferences used for training can be recorded and edited for later
viewing.
Each training session will focus on that group’s core job responsibilities. We provide
comprehensive training on the full functionality of the system; for each group we will provide
training on the functionality the City decides is needed, in as much detail as required. Most
users attend one or two 4-hour training sessions; additional one-on-one training sessions can
be scheduled for users who would benefit from additional training.
We will create a training environment that contains your configuration and data; your users,
system administrators, and technical staff will therefore be training using an environment with
which they are familiar. This training environment will be available in the pre go-live training
sessions and can be made available for additional post go-live training, as necessary.
We provide end user training and, when needed, can train your technical staff who will be
configuring the system. The configuration of Citizenserve is mostly performed using HTML and
SQL scripting. These skills are helpful for any technical users who will be configuring the
system, and we can provide technical training to your staff through our unlimited support.
Administrative support is included in the subscription, and we can either provide training to
administrators or provide direct administrative support throughout the life of the subscription.
We have customers who are using both means of support to achieve successful administration
of Citizenserve; most customers opt to save staff time and expense by using Citizenserve for
system administration. As a cloud-based solution, Citizenserve staff perform all administration
related to system operation, management, and monitoring. The application servers and
database are monitored continuously with alerting to ensure the continued optimal
performance of the system.
Unlimited user, system administrator (as needed), and technical (as needed) training is
available as part of Citizenserve’s unlimited support. We can also create introductory, on-
demand videos for staff to review before their initial training. Here are a few examples of
training videos from a recent Citizenserve project:
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Getting Started:
https://www.citizenserve.com/training-videos/getting-started-how-to-training-video/
Create New Permit Project:
https://www.citizenserve.com/training-videos/permitting-how-to-training-video/
Business License Renewal Overview:
https://www.citizenserve.com/training-videos/business-license-renewal-notice-how-to-
training-video/
Schedule and Complete License Inspection:
https://www.citizenserve.com/training-videos/license-inspections-how-to-training-video/
Reporting:
https://www.citizenserve.com/training-videos/reporting-how-to-training-video/
Unlimited Support
We offer unlimited support for Citizenserve. The support extends to addressing any issues,
setting up new processes, improving existing processes, adding new permits and licenses,
setting up new workflows, writing custom reports, user and technical training, and configuring
new features. The City’s users, administrators, and technical staff will never be assessed an
additional charge for support.
Some recent customer feedback we have received on our support includes:
“Citizenserve has proven to be one of the most responsive software vendors I have ever
worked with. Building permitting is immensely complicated, as are health citations.
Citizenserve has proven to be an excellent partner in building complex, multi-faceted
and integrated solutions to meet the city’s needs in these areas. We have submitted
literally hundreds of requests for enhancements, improvements, changes since launch,
and they responded quickly to every one of them.” City of Revere, Massachusetts
“Since the project their support team has continued to deliver quickly on all of the
requests we’ve made, including building a whole new permit in a day when the Mayor
identified an online outdoor seating permit as a priority for re-opening during the
pandemic.” City of Urbana, Illinois.
“We have been using Citizenserve for approx. 2+ years and considering we had a
previous software program and now moving into Citizenserve we are thrilled. Everything
they promised to do was done. Everything they say about the support response time
and help is TRUE usually done immediately. I have no problem giving them an Excellent
rating.” – Town of Norfolk, Massachusetts
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Help Desk Processes
The software has a built-in Support Center and we encourage users to use this feature to
submit requests. We also have a toll-free telephone support line that users can call for support.
Support Center Request Submission Form
As a Software-as-a-Service company, we remotely service customers who are geographically
distributed. We use web conferencing, conference calls, and email to provide support. Using
web conferencing for support allows us to provide higher quality resources in a timelier fashion
while providing consistency in the people with whom your staff will be working. We can also
view the user’s screen; the user can walk us through the issue he or she is experiencing, and
this visibility supports rapid troubleshooting.
We have implemented a Chat feature to help support our customers’ contractors and
constituents as they navigate the online portal. We answer all technical questions related to the
software that are submitted via the Chat feature.
The employees who staff the support desk are the same resources who work on project
implementation; each of our implementation staff is assigned to a full day of support once a
week. This structure means that when you contact support, you will be working with someone
who is extremely familiar with all aspects of the system. If a question arises that involves the
City’s specific setup, the engagement manager who is assigned to the City’s project will be
assigned to the support ticket, and the solution architect assigned as needed.
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Quality Management Approach and Methodology
Our standard approach to testing and quality assurance includes the following elements.
Explanations of standard test plan elements that are not performed is also included. For all of
the below testing efforts, the Citizenserve project manager will oversee the documentation and
tracking of all issues that arise on the project and will work with the City’s project manager on
issue resolutions. Issues will be marked resolved on the issues list when both the Citizenserve
and City’s project managers confirm resolution.
System Testing. Citizenserve software is already developed and implemented; all systems are
up and live. Testing needs to be performed to ensure the permits, projects, and licenses are set
up and configured properly. Testing is performed for each permit, project, and license type.
Testing includes entering permit, project, and license applications on the citizen portal,
checking the fee calculations, testing notifications such as emails, making sure the correct
information appears on the template documents, and testing the license renewal processes.
Testing for each permit, project, and license type is done in the production system.
Configuration in Citizenserve is stored in the database and is all “on-the-fly.” As issues are fixed,
the results are immediately available to the team. Oftentimes changes are made in real time
while discussing the changes. The end-users can log in to the live system and review the
changes while the system is being configured.
Integration Testing. The Citizenserve Solution Architect will develop the scripts to send data
from Citizenserve to external systems and to accept data from external systems to Citizenserve
and will provide unit testing for each integration point. The Citizenserve team will coordinate
the testing of the integration points with the City team, including providing Citizenserve test
data to be sent to external systems. The City team members will be responsible for testing the
data exchanged between Citizenserve and the external systems and providing feedback on
needed changes.
Data Conversion Testing. There is a dedicated data conversion test environment, which is a full
test environment. A full copy of the database is loaded with all of the recent configurations and
the conversion scripts are run. The users can check the data in each permit, project, and license
type. As more configuration is performed in production and the conversion scripts are refined,
we load another current copy of the production database and run the scripts again. This
process continues until the data conversion is approved.
User Acceptance Testing (UAT). The City’s users will review and approve each permit, project,
and license type, all fee schedules, inspections, review workflows, reports, dashboards, and
templates. Changes are quick and easy to make if issues are identified. The City determines
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when the implementation is completed and they are comfortable with the system; we will
continue to iterate changes until the City is ready to go live.
Standard test plan elements that are not needed with the Citizenserve solution include:
Stress/Performance Testing. Citizenserve is already under a heavy load with thousands of users
using it daily. Configuration is performed in the live system. Citizenserve staff monitor
performance of all production systems and have alerts set to enable mitigation before
performance issues arise.
Our unlimited support means that anything that is overlooked during the project is addressed
quickly and accurately.
Configuration Management Methodology
Each department or functional area will need to have a stakeholder who determines what
changes to the permit and license forms, templates, fees, inspection types, inspection forms,
inspection reports, and general reports need to be made. In most cases, it will be easier for the
changes to be made than it will be for the City staff to decide what to change.
Change requests are submitted through the Support Center that is built into Citizenserve. The
Support Center tracks all communications about the changes and ensures that Citizenserve
Support staff are aware of change requests as soon as they are submitted and are able to
respond in a timely manner.
Change Control Methodology
Key stakeholders in each department will have to vet change requests from their user
community. It is easy to make changes in Citizenserve, and the City will be able to quickly see
and try out changes. We need to make sure the change has been vetted and approved by the
responsible parties to ensure the project progresses according to schedule.
Changes are included in the subscription. After going live, requests for new features and
functionality are tracked in the Support Center that is built into Citizenserve. Users can
subscribe to the updates and get a list of all the changes and fixes in the most recent version
before it is released.
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Resources for Unanticipated Project Conditions
We can meet the City’s requested go live schedule and scope with the Citizenserve team
members we have proposed in our bid, assuming the City also provides knowledgeable
resources to participate in key project activities such as the weekly walkthroughs; weekly
review of changes in the configuration; mapping of the reports, data conversions, and
integrations; testing; and training.
Citizenserve uses resource forecasting to determine when our resource capacity may be
exceeded due to the addition of new customers, and we hire new team members before the
forecasted need to ensure that we have the capacity to meet our schedule commitments.
Occasionally, unforeseen emergencies arise, such as an engagement manager who recently
suffered a house fire the same week his new baby came home from the hospital. While the
engagement manager was off work for a week finding housing and navigating insurance and
repair contractors, the project manager and another engagement manager stepped in to
continue the weekly walkthroughs and configuration edits on his project, with no schedule
delay. Citizenserve implementation staff are all highly trained and capable of providing backup
when emergencies arise.
1.02.c Process Improvements/Adjustments
We understand that the City has devoted considerable staff time and training to their current
internal permitting processes and best practices in order to meet the City’s needs. During the
implementation the Citizenserve engagement manager will configure the system using input
from the City’s subject matter experts and existing forms and information that are generally
publicly available, such as existing permits and licenses, letters and emails, placards, etc. Our
goal is to provide a system that meets the needs of the customer, staff are excited to use, and
constituents find easy to use and useful.
Citizenserve is a highly configurable solution and easy to understand and use. Configurable
items include:
• Workflows can be configured to match your processes, routing, approvals, and
notifications, and workflow activities can be configured to occur in sequence or parallel.
• Forms can be configured to include the graphics, text, fields, custom fields, and other
elements you specify.
• Roles; with Citizenserve’s role-based security you can specify the rights and access for
each of your users, departments, and sub-departments.
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• Portal; you can control what appears on the portal, reports that are included on portal
pages, and what actions can be taken from the portal through the portal configuration
screen.
• Reports; you can request an unlimited number of custom reports as part of
Citizenserve’s unlimited support. The turnaround time for the average custom report is
one business day. You can also create your own reports with Citizenserve’s easy-to-use
reporting wizard.
• Dashboards are easy to configure for each individual user to display only the metrics
and information that is relevant.
• Custom fields can be created and used on your reports, forms, letters, emails, etc.;
Citizenserve supports 31 different types of custom fields.
• Notifications are available in response to various actions in Citizenserve and can be
configured to send letters, emails, etc.
• Warnings can be configured as mandatory (e.g., a permit cannot be issued for a
contractor with an expired license) or informational.
• Letters and emails can be configured with text, graphics, and information contained
within Citizenserve.
• Fees can be configured to include complex calculations and start and stop dates.
The staff assigned to Citizenserve projects are experienced and knowledgeable. The
Citizenserve engagement managers who lead our implementations have extensive experience
with the implementation of the software and best practices for processes and associated
configurations and will provide and model suggestions of alternatives during the weekly
walkthroughs for key user input. This approach will enable the City to learn about best practices
and alternatives gleaned from similar municipalities and decide if any of the changes make
sense for and will provide value to the City.
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SECTION 2 – REFERENCES FOR
CALIFORNIA GOVERNMENT AGENCIES
We have included references for four California customers who are using Citizenserve to fulfill
similar functions as the City.
Reference 1: Compton, California
205 S Willowbrook Drive
Compton, CA 90220
Contact Name: Victor Orozco Contact Title: Chief Building Official
Contact Phone: 310-605-5509 Contact Email: vorozco@comptoncityl.org
Citizenserve Modules: Permitting,
Planning & Zoning, Licensing, Code
Enforcement, Request Tracking, Online
Portal.
Additional Services: Data Conversion, Systems
Integration
Project Start and End Dates: 08/01/2015
– 08/22/2016
Citizenserve Team:
• Ray Barker, Project Manager
• Julie Garvey, Engagement Manager
• Syama Pisapati, Solution Architect
• Lisa Amaral, Data Migration Lead
Project Outcomes: Citizenserve provided an online portal that is used to submit and pay for
fire and building permit, development project, and business license applications, report
potential code violations, and make citizen requests. The electronic markup tool enables
multiple reviewers to add comments and other notations, with access to a Common
Comments book. Complex fee schedules enable automatic generation of fees for multiple
application types. License renewals are also handled through the portal; staff time dedicated
to license renewals is vastly decreased due to automatic notifications and fee calculations.
Citizenserve’s flexible workflows enable the routing of applications through designated
departments/staff and the easy identification of status. Citizenserve’s mobile application
enables field usage. Data from multiple legacy systems was migrated for continuity of service.
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Reference 2: Marina, California
211 Hillcrest Avenue
Marina, CA 93933
Contact Name: Mistie Wilson Contact Title: Permit Technician
Contact Phone: 831-884-1214 Contact Email: mwilson@cityofmarina.org
Citizenserve Modules: Permitting,
Planning & Zoning, Code Enforcement,
Online Portal.
Additional Services: Data Conversion, System
Integration
Project Start and End Dates: 10/26/2017
– 04/15/2019
Citizenserve Team:
• Ray Barker, Project Manager
• Bryan Henson, Engagement Manager
• Syama Pisapati, Solution Architect
• Lisa Amaral, Data Migration Lead
Project Outcomes: Citizenserve provided an online portal that is used to submit permit and
development project applications and report potential code violations. Citizenserve’s flexible
workflows enable the routing of applications through designated departments/staff and the
easy identification of status. The electronic markup tool enables multiple reviewers to add
comments and other notations, with access to a Common Comments book. Complex fee
schedules enable automatic generation of fees for multiple application types. Citizenserve’s
mobile application enables field usage. Data from multiple legacy systems was migrated for
continuity of service. Batch loads of county parcel data and GIS data layers ensure current
geographical information is available.
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Reference 3: Calistoga, California
1232 Washington Street
Calistoga, CA 94515
Contact Name: Brad Cannon Contact Title: Building Official
Contact Phone: 707-942-2778 Contact Email: bcannon@ci.calistoga.ca.us
Citizenserve Modules: Permitting,
Planning & Zoning, Code Enforcement,
Online Portal.
Additional Services: Data Conversion
Project Start and End Dates: 01/05/2016
– 06/01/2016
Citizenserve Team:
• Ray Barker, Project Manager
• Sean Munroe, Engagement Manager
• Syama Pisapati, Solution Architect
• Lisa Amaral, Data Migration Lead
Project Outcomes: Citizenserve provided an online portal that is used to submit and pay for
permit and development project applications and report potential code violations.
Citizenserve’s flexible workflows enable the routing of applications through designated
departments/staff and the easy identification of status. Citizenserve’s mobile application
enables field usage. Data from the legacy Excel Permit files was migrated for continuity of
service. Batch loads of county parcel data and GIS data layers ensure current geographical
information is available.
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Reference 4: Chico, California
411 Main Street
Chico, CA 95928
Contact Name: Scott Dowell Contact Title: Administrative Services Director
Contact Phone: 530-879-7329 Contact Email: scott.dowell@chicoca.gov
Citizenserve Modules: Permitting,
Licensing, Online Portal. Additional Services: System Integration
Project Start and End Dates: 01/01/2015
– 12/01/2015
Citizenserve Team:
• Ray Barker, Project Manager
• Julie Garvey, Engagement Manager
• Syama Pisapati, Solution Architect
Project Outcomes: Citizenserve provided an online portal that is used to submit and pay for
permit and licensing applications. License renewals are also handled through the portal; staff
time dedicated to license renewals is vastly decreased due to automatic notifications and fee
calculations. Citizenserve’s flexible workflows enable the routing of applications through
designated departments/staff and the easy identification of status. The electronic markup
tool enables multiple reviewers to add comments and other notations, with access to a
Common Comments book. Complex fee schedules enable automatic generation of fees for
multiple application types. Citizenserve’s mobile application enables field usage. Data from
the legacy system was migrated for continuity of service.
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SECTION 3 – COMPLETE PRICING LIST
We provide fixed price bids for all of our projects. Below we have provided a description of
each of the cost elements of the project and a project pricing matrix that shows the total cost of
the project.
3.01 Annual Subscription Fees
Citizenserve is only offered as a subscription. Subscription pricing is tiered based on number of
users. A subscription includes maintenance and unlimited support; the City will never be
charged a separate maintenance or support fee. There is only one version of the software that
all customers use; no one gets left behind in an old, unsupported version. Updates and
enhancements to the software are provided twice monthly. Administrative support is also
included in the subscription, and we can either provide training to administrators or provide
direct administrative support throughout the life of the subscription.
Citizenserve’s unlimited support extends to addressing any issues; setting up new permits,
projects, and licenses; improving existing processes; setting up new workflows; adding new fee
schedules; writing custom reports; user and technical training; and configuring new features.
Your users, administrators, and technical staff will never be assessed an additional charge for
support.
A few additional clarifications on the annual subscription pricing:
• A subscription is NOT required for the online portal; the City will not be charged for
citizens, businesses, contractors, and other constituents who use the portal.
• Annual subscriptions are priced by named user. The City can add users at any time;
subscriptions are prorated to the term of the subscription.
Number of Users Annual Cost Per Named User
5 (5 user minimum) $2,400
6 - 10 $2,100
11 - 24 $1,800
25 - 49 $1,500
50+ $1,200
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The City has specified 20 - 25 users; annual subscription pricing per user is therefore $1,500.
Number of City Users Total Annual Subscription Cost
25 $37,500
3.02 Implementation, Configuration, and Training
Implementation, Configuration, and Training are provided for a flat fee of $1,200 per named
user. If the City later adds users to the subscription, there will be a one-time charge of $1,200
for each new user.
Number of City Users Implementation, Configuration, & Training Cost
25 $30,000
3.03 Project Management
The Citizenserve project manager will ensure the requirements of the City are met and will
oversee the agile implementation process. The Citizenserve project manager will be responsible
for initial planning; creation of a project work plan; issue tracking and resolution; and
management of scope and schedule, communication, resources, and quality.
The fixed price cost for project management is $10,000.
3.04 Data Conversion
We provide a fixed price for data conversions and do not limit the number of records or years
of data we convert, as the time required typically depends upon the number of fields and
complexity of the conversions from the legacy system(s) to the Citizenserve database. We run
multiple testing cycles for data conversion prior to go live to catch any errors in the custom
conversion scripts. We have priced data conversion for the City’s TRAK-iT databases.
Data Conversion Fixed Price
TRAK-iT databases $25,000
3.05 System Integrations
We build each integration individually for maximum flexibility, typically using web services. The
requirements for the configuration of each integration will be gathered during the weekly
walkthroughs. The Citizenserve system architect will develop the scripts for each integration
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point to send data to target systems and receive data from providing systems, including any
data conversions required. The City’s team will test the data exchanged between Citizenserve
and the external systems and will provide feedback on needed changes; we will continue
making edits to the integration scripts and testing until the City signs off on each integration.
We have provided pricing for each of these integrations below. If the City decides it does not
require one or more of the listed integrations, the corresponding price can be removed from
the fixed price bid.
System Integrations Fixed Price
Quarterly Parcel/ESRI ArcGIS $10,000
Elavon Payment Processor $8,000
Bluebeam $3,000
Tyler Incode 10 $2,500
Laserfiche $2,500
Total System Integration Price $26,000
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3.06 Project Pricing Matrix
The following quote has been prepared for the City based on our understanding of your needs
as outlined in the RFP.
Annual Subscription Fees
User Subscriptions (25 users at $1,500 per user per year) $37,500
One-Time Initial Fees
Initial Setup, Configuration, and Training $30,000
Project Management $10,000
Data Migration/Conversion $25,000
System Integrations
Quarterly Parcel Update/ESRI ArcGIS $10,000
Elavon Payment Processor $8,000
Bluebeam $3,000
Tyler Incode 10 $2,500
Laserfiche $2,500
Total System Integrations $26,000
Total One-Time Fees $91,000
Total First Year Fees (one-time fees + Year 1 subscription) $128,500
Each Additional Year Fees (25 named user subscription) $37,500
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SECTION 4 – LIST OF COMPLIMENTARY
SERVICES AND PRICES
There are two additional project modules, Code Enforcement and Request Tracking that we did
not include in our proposal as they were not listed as requirements in the RFP; however, these
modules are included with the annual subscription at no additional cost. A Citizenserve
subscription includes all of the modules – Permitting, Planning and Zoning, Business Licensing,
Code Enforcement, and Request Tracking – plus all associated tools such as the online portal,
document markup tool, and document management with unlimited document storage. The
only additional cost would occur if the City added additional users:
• The number of named users in the annual subscription would increase; for 25 – 49
users, the annual subscription price is $1,500 per named user. If for example the City
decided to implement the Code Enforcement module and as a result added 5 new users,
the additional annual subscription price would increase by $7,500 (5 X $1,500).
• A one-time cost for setup and training cost of $1,200 for each of the new users.
We have included a description of these two modules below.
Code Enforcement
Citizenserve code enforcement software completely automates the process of opening cases,
scheduling inspections, recording violations, and coordinating resolutions. Property ownership,
inspection results, photos, notices, violations, and notes become an electronic record of each
case. The Code Enforcement module is part of Citizenserve’s integrated solution, so code
violations are visible in other modules such as the Permitting and Licensing modules.
Citizenserve’s robust case management capabilities enable code enforcement cases to be
created with multiple violations, and each violation can be tracked and resolved separately. An
unlimited number of people, businesses, and other contact types can be associated with a case,
and each person or entity can have a different association with the case. An unlimited number
of notice or letter types can be created; each letter type can be completely customized, and
letters can initiate database processes such as fee assessment or file status changes. Code
enforcement case processes can take a case from courtesy notice, citation, abatement, to
court. Violations can also be associated with specific permits or licenses.
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As a fully mobile solution, code enforcement inspectors are notified of inspections due and can
look up property ownership information; enter their findings from an inspection; add violations;
take and attach photos; generate tickets, notices of violation, or warnings; close violations after
verifying the required fix; and schedule re-inspections – all in the field from a tablet or laptop.
Enforcement documents can be generated in the field using an iPad or other mobile device and
Bluetooth printer.
You can view demos on Citizenserve’s code enforcement solution at:
https://www.citizenserve.com/portfolio/#category_id_18
Request Tracking
Citizenserve request tracking software automates the assignment, routing, and fulfillment of
your citizens’ complaints and service requests. Citizens can submit complaints or requests on
the City’s website through the Citizenserve online portal. With configurable automatic routing
based on request type, appropriate staff are notified and can respond to a citizen’s request
immediately. City staff can communicate with your citizens effectively and efficiently using
Citizenserve’s automatic notifications, automated letters, and email templates.
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SECTION 5 – STAFFING AND PROJECT
ORGANIZATION
Below is a project organization chart for the City’s project; we will not be using any
subcontractors on the project.
Proposed Organizational Chart for the City of La Quinta Citizenserve Implementation
Julie Garvey
Senior Executive
Ray Barker, PMP
Account Executive
Kara McFall, PMP
Project Manager
Syama Pisapati
Solution Architect
Daniel Burt
Engagement Manager
& Training Lead
Lisa Amaral
Data Migration Lead
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SECTION 6 – SUBCONTRACTING SERVICES
We are not proposing the use of subcontractors on any portion of the City’s project or post
implementation support.
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SECTION 7 – DISCLOSURES
Online Solutions, LLC (DBA Citizenserve) has never been and is not currently the subject of any
civil or criminal litigation.
Online Solutions, LLC (DBA Citizenserve) has never had a failed implementation or customer
dispute and is not currently involved in any failed implementations or customer disputes.
Online Solutions, LLC (DBA Citizenserve) has never filed for bankruptcy and is not currently filing
for bankruptcy.
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SECTION 8 – ACKNOWLEDGEMENT OF
INSURANCE REQUIREMENTS
We have attached the completed and signed Insurance Requirements Acknowledgement form
on the following page.
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SECTION 9 – NON-COLLUSION AFFIDAVIT
We have attached the completed and signed Non-Collusion Affidavit on the following page.
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SECTION 10 – ACKNOWLEDGEMENT OF
ADDENDA
We have attached the completed and signed Acknowledgement of Receipt of Addenda form on
the following page.
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